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:&v 2010 Systems & Software Support Program Guidelines Systems S0ftVVW* g. perodic informational announcements or newsletters covering new announcements, enQuesta enhancements, hardware and third-party software issues, vendor relationships, new technolo gies or technical considerations, new product announcements, and other related topics. 9. Access to the latest levels of certain third-partY Products including Cognos 8. MicroFocus Server Express Runtime Licenses (assuming the initial upgrade to Server Express was paid under separate contract), enQuesta client or middleware components, or other third-party software products or vendor products which are invoiced as part of the S&S Support, Program, or as these products become available from the respective vendors. Deployment or training services for such are handled separately under a time and materials basis, 10. Technical Assistance is available by request. These services include but are not limited to system and applicatJon configuration, performance analysis. and certain other hardware, operating system and database related services. These services are subject to additional charges on a time and material basis at the discretion of your Account Manager or Senior Account Executive, if applicable, Certain Systems & Software Support Program Guidelines Under the Systems & Software Support Program, customers will receive unlimited daytime phone, modem, internet, email and fax support for areas related to the operation of all licensed enQuesta modules under the supported version (i.e., the current version and the most recent release just prior to the current version of the application) and, more specifically, for the business processesi features which are accommodated by enQuesta applications that are already in production use as enabled through working with S&S, during an initial or subsequent engagement, enQuesta applications may have the capacity or inherent functionality to serve many business or customer-specific functions that may not be in production use within your organization. If an organization decides at a later date to make use of a new feature or business process, this would be clearly defined as "new" work which would be supported under a separate time and materials based contract, not "how-to" support for an existing business process. This support is limited to operators who have been trained by S&S personnel or other certified trainers under `Train the Trainer, 'Train the Key Personnef', or 'Train the Super Users" concepts, and who have ownership for and a clear understanding of the applications and issues for which they are requesting support on the current enQuesta release. Support activity via the Customer Support Desk from new personnel will indicate the actual capabilities or level of training new personnel have received. This information will be shared with customers and. if necessary, related services will be contracted for separately at rates indicated in this agreement. inbound phone support initiated from our dedicated support line, 1-800-655-8810 would generally entail a 'A hour call or less (this duration certainly may vary and is not limited to a 1/2 hour), Faxes, phone calls or e- mails which result in extended, or even multi-hour, phone conversations or work effort would be handled separately on a time and material contract basis. Possible examples would be: several analysts' subsequently providing 'x` number of hours assisting with implementation of "new" work [such as discussion/ implementation of new work order types, a modified General Ledger Chart of Accounts, or implementation of a new business process that the application supports (but which is not in production mode), such as ACH, an AMR solution, or a new interface]. Other examples may include but are not limited 426 Industrial Avenue CONFIDENTiAL Williston, VT 05496 syst111 ft- P: 802-865-1170 & Software f: 902-865-1171 Page 5 25F-9