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Systems & Software 2008 Systems & Software Support Program Guidelines Volume and complexity of implemented business concepts Number of users and operators (including ad-hoc query, IVR & IWR) Number of total access points Number and complexity of interfaces Further Detail of Services Provided The Systems & Software Support Program provides coverage for and is inclusive of the items listed below: 1. Authorization to receive support services for licensed products from Systems & Software for the calendar year, January through December 2008. 2. Access to new releases of the licensed enQuesta™ business application, when such application software becomes generally available and a separate upgrade engagement has been established between S&S and the customer. This support criteria applies to the originally licensed application software itself; newly developed modules or applications, and the range of systems support services associated with deploying production en Questa ™ software, are handled under a separate contract or amendment. Additional services may include migrating from one version of enQuesta™ to another, performing assurance testing, performing interface testing, training customers on new versions of the application software, or purchasing additional hardware or third-party software products. 3, Fixes, error corrections, or corrective procedures for the supported versions of enQuesta ™ (the current version and the most recent release just prior to the current version of the application). Depending on the nature and cause of these errors, certain additional charges may apply for these services. 4. The cost of media, postage, mailing, telephone, modem, and Internet support to distribute or support existing or new releases. S&S asks that media used to distribute updates, corrections, or new releases are returned to S&S upon loading said object code. 5. New documentation or Meta data (KnowledgeBase/ Catalog/ enQuesta Query Layer (eQL)/ data dictionary detail), as made available by module. S&S understands that due to the customized nature of the various applications for customers and the speed with which refresh updates or new releases are developed and/ or deployed, customers may not always have documentation that exactly applies to the version they are running. Customer practices show, and S&S's expectation is, that customers rely on the on-line help text and guidelines, and/ or call the Customer Support Desk for clarification and verification. Module documentation and Meta data information is now deployed only via S&S's customer website, at www.systemsandsoftware.net/customer. 6. CIS-based customer letter generation reflects the need to support the integration of enQuesta ™ applications, such as Work Orders, Customer Service Orders, Customer Letter Correspondence, or Cross Connections, to an associated tool. S&S will assist customers with selected letter or Work Order/ Customer Service Order document maintenance. Creation and maintenance of these documents is the responsibility of the customer. 7. Support related to items that are normally charged but are minor in nature may be waived solely at the discretion of S&S. These might include restoring processes and/ or data that were corrupted due to operator error, minor changes to a bill print format, etc. These will be judged based upon the magnitude of the work to be performed and the frequency of occurrence. CONFIDENTIAL Page 3 401 Water Tower Circle Colchester, VT 05446 www.sYstemsandsoftware.net p: 802-655-4400 f: 802-655-440 I 2/28/2008 Systems & Software