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~tware 2008 Systems & Software Support Program Guidelines 3. CIS-based customer letter generation and Work Order! Customer Service order printing 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 under this support contract assist customers with routine letter or document maintenance. Work on a magnitude of documents or wholesale change out of business logic or text with regard to Work Order design! templates would be handled under separate engagement. Customers are encouraged to use S&S services under this contract to keep customer letters up to date, unless customers have chosen to "certify" a member of their organization to modify! update customer-related correspondence functions. 4. Telephone Customer Support Desk support services and hours of availability are weekdays from 8:00am to 5:00pm, customer local time, excluding Holidays and other posted exceptions, unless other specific contractual arrangements have been made with your organization. 24x7 pager support is offered for selected contractual situations; pager support reflects coverage for enQuesta ™ related emergency situations only. Unless covered under a separate arrangement, support provided outside these hours will be invoiced at the off-hours support service rate as referenced in item 6 under this heading. 5. Items excluded from this plan include: training of new operators; consulting, hardware or site planning and infrastructure support; Value Added software support (for applications other than those referenced in paragraph 9 of this section.); Hardware Maintenance; or any topics generally considered "new business". These professional services would be billed separately under a separate time and materials based agreement. Also excluded from this plan are Windows and other PC desktop systems support; communications or infrastructure support; support of situations which reflect your use of third-party vendors over which S&S has no direct responsibility, such as bill-print houses, banks, AMR vendors, or other such third-parties. S&S supports these other types of situations on a time and material fee basis at the discretion of the Account Manager, if applicable. For the vast majority of technical or third-party situations which arise, S&S believes this method to be the fairest way to support customers in areas over which S&S has little, if any, responsibility or systematic controls. 6. Outside of Systems Support Services covered under the S&S Support Program as reflected herein, all other Systems Support Services in 2008 will be invoiced at the following rates: Service Tvoe Custom Programming & Business Process Consulting On-Call Pager Support Other Services Rate oer Hour $213 $135 $135 These services are provided subject to a minimum % -hour charge. Off-hours (5pm-8am, or holiday! weekend) support will be invoiced at $240 per hour, minimum 1-hour charge. Involvement of other vendors, whose services may be required, in concert with or outside of work with S&S, shall invoice directly or through S&S at their own rates. An example would be billable services through IBM Corporation, for AIX SupportLine or ConsultLine charges. Given that the range of systems support services generally reflects multiple S&S parties performing work prior to, during, and after the "face to face" customer engagement, daily rates or per-student charges may apply for some ranges of support services, including training classes. These shall be determined at the time of CONFIDENTIAL Page 6 401 Water Tower Circle Colchester, VT 05446 www.sYstemsandsoftware.net p: 802-655-4400 f: 802-655-440 I 2/28/2008 Systems & Software