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Systems & Software 2008 Systems & Software Support Program Guidelines d. Verbal or written requests for changes or enhancements to application software which is in production use by your organization are not considered "support" items and therefore should not be requested via telephone from support personnel via the Customer Support Desk. Such "new" enhancements or custom requests must be in writing using the Software Request Form, which can be downloaded from our customer web site, at www.svstemsandsoftware.net/ customer. Please mail orfax all hand-written Software Request Forms to the Customer Support Desk, or submit the request form electronically via our website. Once received, they will be routed to the appropriate parties. If your organization is more than one release level behind the most recent enQuesta ™ version, again note that only in the most critical of situations is S&S likely to accept the custom request. Having migrated to the most recent level of the enQuesta ™ application assures customers that S&S is likely to accommodate business change requests. This process should be used judiciously to the extent that incoming requests should be "signed off' by the appropriate parties at the customer location in order to maintain control and understanding of the enhancements or custom modifications that have been requested. e. S&S requests that in cases of specific custom requests (modification; customization; new features; new interfaces; and enhancements to subcontracted solutions) from a customer, the entire written scope of such request accompany the inquiry. A work order will be created such that S&S can log the request and pursue the engagement on behalf of the customer. S&S shall then validate the written scope document. Ascertaining and validating work scope can consume a significant percentage of the overall engagement and is a critical factor in ensuring overall customer satisfaction with any such custom engagement. Engagements shall in some cases be forwarded just to scope work; the actual work, if accepted, would be handled under separate engagement. If new functionality has been developed due to an approved contract from the customer, the customer will be notified when the enhancement(s) are ready to be viewed in their Train environment. From notification, customers will have 10 working days to test and approve the new functionality and respond back to S&S via the Account Manager, if applicable. If S&S does not receive a response back from the customer within the 10 day timeframe, additional testing and setup fees may apply to requested changes. New functionality will not be deployed to the Production environment until changes are formally approved in writing by the customer. f, Support plans shall continue to be modified in order to support customer requests and feedback. g. Customers are required to have a broadband internet connection (cable, T1 or higher) and that S&S be given inbound internet access (from S&S to customer) via a Cisco 3002 IPSEC VPN or similar device that S&S will configure, in order to access servers on the customer premises that relate to access to or support of en Questa TM. Minimal firewall entries will be needed to allow a connection to S&S's Cisco router. S&S can also connect to a qualified Cisco device that is on the customer's existing LAN. Currently S&S uses and supports IPSEC 3DES with 168-bit encryption with NAT supported. The ability for S&S to use this technology in support of customer installations will alleviate risk associated with slow, asynchronous modem access to customer's IBM pSeries or Dell PowerEdge servers. In summary, broadband access is required for enQuesta ™ customers and is requested for all other customers. NOTE: Given the number and diversity of customers requiring support from S&S, each with varying networking infrastructure, support of software-based VPN clients is not a viable replacement for these suggested access methodologies. CONFIDENTIAL Page 8 401 Water Tower Circle Co1chester, VT 05446 .www.svstemsandsoftware.net p: 802-655-4400 f: 802-655-440 I 2/28/2008 Systems & Software