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2010 systems & Software Support Program Guidelines Systems & Software Further Detalt 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 2010. 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 enQuesta 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. 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 New documentation 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 &5' expectation is. that customers rely on the on- line help text and their process guides. Module documentation, including standard user guides, training guides, and process guides is now deployed only via S&S' customer wetsite, at www.ssivt.com (via the customer portal). 5. 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. Attendance, training and hospitality events will be at no cost (no registration fee) for up to two customer employees at the Customer Conference. Additional employees may attend for a fee as noted above. Travel, lodging, meals, and other associated fees would be at the customer's expense, Due to the market and competitive nature of the S&S enQuesta products, non-customer personnel may attend only upon written request, and S&S reserves the right to refuse attendance at customer conferences to non-customer attendees. A fee of $2,500 per day per non-customer attendee will apply, if such non-customers are authorized to attend. In some cases, customers may be required to sign non-disclosure statements at such events. 7. Monthly webcasts are scheduled to be conducted online via WebEx. These webcasts can be used to provide companylcorporate updates, promote user group interaction, allow for a discussion arena on selected topics. and serve as training sessions, 426 Industrial Avenue CONFIDENTIAL Williston, VT 05495 A-W —5siv, r-m—T, Systge�ms re P: 802-865-1170 & wa f: 802-865-1171 Page 4 25F-8