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<br />~tware <br /> <br />2008 Systems & Software Support Program Guidelines <br /> <br />Executive Summary of Services Provided <br /> <br />Beginning on January 1, 2008, the following services and guidelines apply to the Systems & Software Support <br />Program. If you have any questions related to the following information, please call the dedicated Help line at 1-800- <br />655-881 O. <br /> <br />Application Support <br />Help Desk support for general application inquiries and issues <br />Representatives in S&S office from 8:00am EST through 5:00pm (customer local time) Monday through Friday <br />24x7 critical issue coverage available off hours (available option) <br />Time and priority commitments for response to operational critical issues <br />Commitment to quality and timely issue resolution <br />Automated case management via TIP (TestTrack Pro issue resolution software) <br />Escalation path for issue resolution <br /> <br />Technical Support <br />Telephone advisory assistance with routine system management functions <br />Remote log-in support for troubleshooting issues with layered products and operating system software that are <br />related to the documented capability of S&S applications <br />System analysis, performance analysis, and capacity planning analysis to monitor the customer system <br />(additional charges may apply for certain of these services)* <br />Technical configuration & performance assistance including hardware details such as processors, memory, disk <br />and tape drives provided as requested (additional charges may apply for certain of these services)* <br /> <br />* Services that may require additional charges are those that are not generally applicable to the core operations <br />of enQuesta TM. These may include, but are not limited to, such services as City-wide capacity planning services <br />and configuration of non-enQuesta TM services. <br /> <br />Third-Party Software <br />First-line diagnostic support for third-party vendors with whom S&S is associated or whose products are <br />integrated within enQuesta ™ <br /> <br />Update Support <br />Fixes, error corrections, patches or corrected procedures for the supported versions of enQuesta TM and its <br />component level software <br />Periodic product version releases or upgrades (including base enhancements). <br /> <br />Education <br />Periodic educational seminars (Webcasts) including regulatory updates <br />Online documentation available through the customer portal <br />Access to product documentation, training course catalogs and schedules, and User Forum information <br />Attendance, training and hospitality events at no cost (no registration fee) for customer employees at customer <br />user conferences, when held <br /> <br />Utilization <br />Ability to utilize the enQuesta™ business application, based on: <br />Number of metered, non-metered and monthly billed transactions <br />Number of services provided by your utility <br /> <br />CONFIDENTIAL <br /> <br />Page 2 <br /> <br />401 Water Tower Circle <br />Colchester, VT 05446 <br />www.svstemsandsoftware.net <br />p: 802-655-4400 <br />f: 802-655-440 I <br />2/28/2008 <br /> <br />Systems <br />& Software <br /> <br />