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Once a new version is available, you shall have 6 months to update your software. After that time, SmartWorks will charge you at the standard services rate for any support related activities performed by SmartWorks in addition to the support fees you are already paying. Further, SmartWorks will not provide any support services for customers on a version that is more than one (1) version olderthan the current version. BILLABLE SUPPORT SERVICES The services listed below are services that are out of scope of your support and maintenance agreement and are therefore considered billable services. • Provision of remote or on -site training on subjects of broad scope • New interfaces or connections to non-SmartWorks (or third party) applications • Creation of test instances • Custom modifications (e.g. rules, reports, new data, etc.) • Data conversions and global modification to setup table data • Database maintenance, repairs and optimization, refreshes, backups, restores • Extended Hardware and Operating System support • Upgrades and support of third party software (e.g. database software, OS, web server, etc.) • Installations and/or re -installations of software solution • Support for rules, reports, database procedures, or screens developed by, or modified by, the Organization • Cleansing or re -processing of data originating from a third party system (e.g. AMI, CIS, etc.) Note: If customer purchases a billable service with a maintenance fee such as the ones listed above, the Organization is responsible for supporting these items. Test Databases and Environments We support customers in the maintenance of independent Test Environments for testing purposes. This allows customers the opportunity to test fixes, modifications, new business processes and/or scenarios without risking any potentially unwanted changes to the live environment. The creation of Test Databases and Environments is a billable service; quotations and incremental maintenance rates will be provided on request. OPERATIONS Hours Ourstandard hours of support are from 8:00 a.m. ESTto 8:00 p.m. EST, Monday to Friday, excluding designated statutory holidays. Weekend assistance is available, but must be scheduled in advance, and in most cases is billable. Holiday Schedule Below is a listing of statutory holidays. Please note that support services will be closed on designated days as outlined below. New Year's Eve I Early Closure (noon EST)