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STANDARD SUPPORT AND MAINTENANCE SERVICES — GUIDELINES The services listed below are services that are included as part of your software support. Support for the SmartWorks products as implemented by our Professional Services group includes: • The SmartWorks products and all default functionality • The SmartWorks product side of the interfaces with other third party systems, as implemented by our Professional Services Consultants • Customized rules developed by Professional Services staff. Rules developed or modified by the Organization are not supported through the standard Support and Maintenance agreement. • The integrity of the data within the SmartWorks products, to the extent that the SmartWorks product has manipulated it. The SmartWorks products are not responsible for the completeness or accuracy of the data originating in third party systems (e.g. AMI, CIS, etc.) • Advice on VEE parameter settings and processes, however the VEE settings themselves are the responsibility of the Organization We will create and install software updates (release notes will be available upon request and on the Customer Hub) that may include: Defect corrections (as warranted) Planned enhancements - State (Provincial) and/or Federal mandated changes (charges may exist depending on scope) - From time to time, we will provide software upgrades (note that there may be charges in implementation depending on the scope of services) * We will troubleshoot customer issues and provide recommendations for resolution * We will provide remote training on subjects of limited scope. As a rule of thumb, a subject of limited scope can be addressed in about 15 minutes over the phone. If a customer makes numerous training requests in a short period of time, we may deem the training requests to be of a broad nature. * HealthWatch - Online Diagnostics • HealthWatch rules will collect data and alert Support Services when specific thresholds have been met (e.g. disk space limit reached, no interval data for two days, etc.) • We will proactively monitor your solution to identify small issues before they become big problems using our HealthWatch tool. Depending on the nature of the issue, we may either alert you or attempt to address the issue ourselves. E If customer decides to opt -out of HealthWatch, charges may apply. Customer Care Program. On a periodic basis, we will share useful information regarding the use of your SmartWorks products and our services through one or more of the following methods: • Support Bulletins • Communication on new products and services • On -site visits (as required) • Webinars • Surveys • Knowledge Base • If requested, provide an Outstanding Tickets Report with conference call • Ability to attend the annual customer conference (attendance fees apply) • Opportunity to participate in BETA programs at our discretion • We shall provide an online ticketing system with the following features: • Ability to log and close tickets • Ability to view and update tickets • Ability to update contact information 25H-193