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<br />ServicePlus Support Services Agreement <br /> 11 <br />Service Description Frequency <br />Service <br />Level <br />Target <br />Estimated <br />Hours per <br />6 Month <br />Period <br />Option <br />Service Rates <br />On-call <br />support <br />On call evening, weekend <br />and holiday support can be <br />arranged if required with 1 <br />day notice. <br />As and <br />when <br />required <br />N/A N/A $100.00 per 8 <br />Hours of on <br />call support <br />After Hours <br />Callout <br />In the event where CLIENT <br />has made advance <br />arrangements for standby <br />service and a service request <br />is received outside of normal <br />business hours that requires <br />immediate response (i.e. <br />cannot wait until the next <br />business day) Avocette will <br />invoice for a minimum of four <br />(4) hours or the actual hours <br />worked, whichever is greater <br />As and <br />when <br />required <br />N/A N/A $145.00/Hour <br />Rollout Clariti <br />major release <br />Implementation of annual <br />major release in CLIENT’s <br />environments <br />• Includes testing of <br />current configurations <br />and functionality <br />• Does not include <br />implementation of new <br />functionality) <br />Once per <br />year (if <br />available) <br />Clariti <br />application <br />environme <br />nt version <br />level <br />maintained <br />at 1 <br />version <br />behind <br />latest <br />available. <br />80 Included <br />within Service <br />Request <br />Hours if <br />available, <br />additional <br />hours are <br />charged at <br />$125.00/Hour <br />Rollout Clariti <br />feature pack <br />Implementation of feature <br />packs in CLIENT’s <br />environments <br />• Includes testing of <br />current configurations <br />and functionality <br />• Does not include <br />implementation of new <br />functionality) <br />Once each <br />6 Month <br />Period <br />Clariti <br />application <br />environme <br />nt feature <br />pack <br />version <br />level <br />maintained <br />at least 2 <br />behind <br />latest <br />available. <br /> 15 <br /> <br />Included <br />within Service <br />Request <br />Hours if <br />available, <br />additional <br />hours are <br />charged at <br />$125.00/Hour <br />Rollout Clariti <br />Hotfixes <br />Implementation of Clariti <br />patches in CLIENT’s <br />environments <br />• Includes testing of <br />current configurations <br />and functionality <br />As required <br />by Clariti <br />patch <br />releases <br />Critical <br />hotfixes <br />(required <br />by <br />CLIENT’s <br />current <br />Clariti <br />version) <br />20 Included <br />within Service <br />Request <br />Hours if <br />available, <br />additional <br />hours are <br />charged at <br />$125.00/Hour