Customer Case Study (continued) 1 The Giva Service Management SuiteTM provided SR&Z with: 60 percent higher ROI than competing help desk software applications over a two-year period T ools to maintain an 80 per cent first call resolution rate An 85 percent increase in attorney satisfaction with IT support and the ability to maintain a 4.9 customers satisfaction rating from attorneys out of possible 5.0 100 percent uptime using the Giva Web-based help desk solution 24 hours/day since April 2001 Integrated real-time reports to monitor processes and reduce call volume by focusing on root cause A cost effective help desk solution that does not require programming for customizations Continuous product enhancements for ever-changing help d

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