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Access to published documentation • Access to support knowledge base • Ability to report on metrics • 800 Toll Free Telephone Support Customer Responsibilities In order to effectively provide our support services, the customer Customer is responsible for the following items: Customer shall notify SmartWorks of suspected defects in any of the Software supplied by SmartWorks. Customer shall provide, upon SmartWorks request, additional data deemed necessary or desirable by SmartWorks to reproduce the environment in which such defect occurred. • Customer shall allow the use of online diagnostics on the Software supplied by SmartWorks to Customer. Customer shall provide to SmartWorks, at Customer's expense, access to the Designated Computer System via the Customer's communications software. • Customer shall ensure that its personnel are, at relevant stages of the project, educated and trained in the proper use of the Software in accordance with applicable SmartWorks manuals and instructions. If Customer's personnel are not properly trained as mutually determined by SmartWorks and Customer, Customer agrees that such personnel will be trained by SmartWorks or Customer within fifteen (15) days of determination. If Customer desires SmartWorks to perform the required training then SmartWorks shall be compensated in accordance with this Agreement. • Customer shall establish proper backup procedures necessary to replace critical Customeral data in the event of loss or damage to such data from any cause. Customer shall provide SmartWorks with access to qualified functional or technical personnel to aid in diagnosis and to assist in repair of the Software in the event of error, defect or malfunction. • Customer shall have the sole responsibility for: • The performance of any tests it deems necessary prior to the use of the Software. Assuring proper Designated Computer System installation, configuration, verification, audit controls and operating methods. • Implementing proper procedures to assure security and accuracy of input and output and restart and recovery in the event of malfunction. • Timely upgrade and keeping current all third party license releases and/or Software products to meet the requirements of the SmartWorks Software. • Customer is responsible for the data quality, completeness, and availability from 3rd party applications on which SmartWorks product relies. • Customer shall be responsible for rules created and/or edited by Customer staff. • Customer shall be solely responsible for all VEE parameters settings, the regular monitoring of validation failures, and the rectification of any validation failures. SOLUTION UPDATES SmartWorks will make software updates available from time to time. When an update is available, SmartWorks will make an announcement to its customers. Customers are expected to make commercially reasonable efforts to keep current on the latest version of the SmartWorks Software.