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Centaman iv. any alteration or modification of the operating system configuration, settings, or parameters without the written consent of Centaman; or V. unstable electricity supply, flood, water, smoke, fire, heat, storm, act of God; or vi. vandalism or malicious damage; or vii. infection of installed machine with a virus, spyware, or other malicious software. C. The Customer agrees to manage or contract to other qualified parties the following services and to provide Centaman with the details of the Customer's solution: i. Network infrastructure, cabling, internet access and firewall; and ii. Hardware whether supplied by the Customer, Centaman or a 3rd party; and iii. Microsoft network, Operating System, usernames, and system security; and iv. Microsoft SQL Server database administration as recommended by Microsoft; and v. Anti -virus and anti-malware for all connected hardware vi. Back-up and Disaster Recovery including back-up of the Centaman Software, database, and configuration settings. The Customer will implement, test, manage and maintain a disaster recovery plan. vii. Installation, configuration and troubleshooting of the Centaman Software installation onto a workstation or POS terminal. viii. Tier 1 Support for end -users including fielding of support calls, emails, and cases from any end user of the Software and involves verification of the issue, reproducing the test case, path to resolution and documenting these findings in the case notes. D. Custom Reports or Customer Enhancements are not included in Software Support and are not covered by the annual Fees (except where they have been included in the product development as part of the commercially available version of the Software and are provided with the Software Upgrade). Centaman offers these services for an additional Fee which may be quoted by the Account Manager and the terms of which will be on a project by- project basis. I Software Upgrades and Maintenance The Customer is entitled to receive, at no additional charge, all product upgrades, and enhancements for the Software and Documentation for the components listed in the Software Licenses section of this Contract for which they have paid the annual Fees. Testing, installation and applying Software Upgrades consumes resources for both the Customer and 42 ©2022 Centaman, Inc. All rights reserved.