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.. nt h <br />Centarnan. tJrtlL*si fequir@d to rosdavii� a legal of rnipjar 5ecurit+f 15-Sve, Centargan Nill proyrda r@OjOte a3SiStanrE <br />in applying SdilwWL1 Upgrade to the Customer'-5 env-irpnrnent. a maximum of arse rime p$r C&leiLdar yiMr. <br />Sn� ld <br />the Custom@r reCJuire addditi-Dnal -�oftw4re Upgrade-5 and requir-e Cer}taman tG apply tl+*se to the Customer's <br />EnWrOiInWrlt Chen the Customer will payr C-entaman and the standard hourly rate for all assigxattci;-L. <br />Should th-n -Custorner dKI inn the Soars Upgrade when it is aua ilabl-9, Centamari wil l-C-Ontinue 90 support the <br />exl sting 5reTsiai for a period of 1$ monk h5. Cenka man ml; ij@hyer all Software Upg rad-as sue h that the <br />Inr.ta Hawn <br />-bf any fv#ur-E� Mtwara tJPgr4�de vyi II not be depernd ent orL the Cuvorriief havi ncj previously trt-51al led all Software <br />Ltpgrade5 <br />4. Software Support <br />A. Ciarita+nait will pi Gvjde the CuStamw with Swo re SupRort for Tier 2. 3 and A as farllo ws: <br />Tfer 2 SuppDrt mean, that the helpde5k {aSe iias been ,validated and them us -or has sar# d5!-i5janre <br />ifom a; h-Pr Lisa rs or t h�e on-5te system super-u gars. Supjwt providad at Tier 2 i% 1:0 assist the user i n <br />rernQvirrg the -error or moki.ng the configuration changes requir-ad to It?soly* thg i$sv-u. Pi flee i-jSue is ar. <br />�xigirlg one- k+-ierr Tier 2 gpecialdn fired a Woricarouild in the datalmse and assist the Cud omL-f in <br />apg4yrrng the :sarutfon. I f it is a near issue or dte c ase r6quirp5 mr3ra detailed a nalysis. then Ti er 2 caws <br />w'lI be !esca lazed to Tief 3 suppo+t <br />ii Tier 3 support is provided to the Custom& by a Mebitiot,an that is Familiar With the Cru5tomer's <br />database ar,rr implementation -arid We to do a detailed analyse s based ian therr k-ncwl-edge of the <br />Customer's operation, busing -sr. processes and til@ir expertise in the Software. Tier 3 supp<irt cases will <br />I)a re-�olaed by Kite Tief 3 emsultant or result 2n �be wsue being lamed as a Bug in the SoFt%Nare am <br />escalated to Tier 4. <br />ii I. Ti-or d Support i% a rase that i s a confirmed Bug i n the i n-stal led asset' Litalme cod,@ and i � rasaiwe-� in <br />with the $oftwam Upgr-aoe and Mammnance outlined 1nccause 3. <br />8. Centarnan wil I proaide Soltware Support rerrrotely vqa it's ha4p d@-�k call e-l!nwr and web p¢rt;l, Tihe Customer <br />will orayide Cenwman witl} Remote Access �-otheirsystem arsd deta;ls of their pernore Access Parr} <br />Centarnan will comply wi:th the Customer's Remote Atrvs-g Policy. <br />C. 5oftwarff Support is only avwlabl-t-� for the period that the undi5puked Fees have been paid Centarnan may <br />suspend the P-rayi,sion & SoFtware Suppom to t'l,e Cus(C?mer when: -Undisputed Invoicas For the Fees remain <br />Lrrtipbid pest the due date. CenramOn wirl prpyide written notification to the Customer w41 seven (7) days' <br />nauce in the evf n t tt,at I t choo5 s #a suspend the S&Tware Suapori u nder this ciausa 4jQ <br />L) Ehpen5e5 The Custorr3Er v4i1il reirnbuIse Cana nan foi all •sice expenzie5 incurred for ant site visits required to <br />cornplete she Services - in accordance with t-he rwmg e0nrained In rhS9 Cantract, <br />E. Stf-.Wale SUpoortwrlr bE avadabfe to a!I uaer5 who have %inderta:cen Tral.94ng In thiR sysvArn arid far P:heArea5 <br />43 <br />$?2422 Cevltaman, Eric_ AN rights reserved. <br />