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~~ 2008 Systems & Software Support Program Guidelines contracting and are subject to change at any time, depending on the scenario or the value-ad proposition to the customer. 7. All other enQuesta™ or non-enQuesta™-related support services, preparation time, consulting, analysis, travel, or telephone and modem support issues will be invoiced on a time and material basis as incurred. Every attempt shall be made by the Customer and S&S to understand, scope, define and have customer acceptance for work scope under an estimated time and materials engagement prior to work commencing. Issues that S&S determines require extended support or support of third-parties for resolutions to customer issues will in some cases be turned over to the appropriate third-party. (IBM AIX Support, for example, may be contracted on behalf of customers to conduct performance-tuning testing on their pSeries servers). Areas identified as those which would best be handled by third-parties will, time permitting and assuming a customer representative is available who has ownership for the issue, be discussed with customers prior to arranging the service. 8. Administration: a. Customers are responsible for ensuring supported staff members are aware of these policies and procedures. A request for support from a customer assumes an understanding on the part of the customer of said policies and procedures. b. S&S asks that customers appoint a key individual (or select, core group of key individuals) to receive all support calls/ requests from S&S in order to eliminate duplicate calls and/ or faxes or e-mails. The Customer Support Desk format relies upon an initial contact being made with a detailed description of the issue being submitted, with specific backup material being faxed or e-mailed (using the attached Customer Support Reauest Form). All customers have been sent soft copies of the attached form, which is the preferred method of issue submission to S&S. Calls into S&S are not necessary if the Customer Support Request Form has been filled out thoroughly, This form may be filled out soft copy and emailed, or may be faxed. The preferred method of submission to S&S is bye-mailing your request to our dedicated inbox: SUDDort@svstemsandsoftware.net with any appropriate attachments to help us triage the issue. S&S' objective is to ensure that customers be fully satisfied at all levels of the interaction, each and every time customers engage S&S. Unless there is already an open work order which was correctly initiated via the Customer Support Desk, correspondence sent to specific support individuals will NOT be forwarded to the Customer Support Desk for logging. With the objective being quick, correct and efficient resolution to customer issues, resulting in high levels of customer satisfaction, customers must submit all correspondence to the Customer Support Desk, not specific staff. Send your support issues to fax: 802- 655-6570 or e-mail: SUDDort@svstemsandsoftware.net which is the only authorized "support" email address; please do not forward correspondence to individual email addresses, even if those personnel may be part of the Customer Support Desk staff group. We ask for your assistance in not circumventing the routing and support system; this is in place to ensure that all customer issues are logged and tracked centrally, and is essential in ensuring a high level of customer satisfaction. We thank you in advance for your cooperation so that we may efficiently serve your organization. c. Questions related to invoices outside of the S&S Support Program should be addressed in writing to the S&S Finance & Accounting Department within 10 business days of receipt of invoice in order that 30-day accounting cycles may be accommodated. Invoices are payable upon receipt. CONFIDENTIAL Page 7 401 Water Tower Circle CoIchester, VT 05446 www.svstemsandsotlware.net p: 802-655-4400 f: 802-655-4401 2/28/2008 Systems & Software