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2010 Systems & Software Support Program Guidelines Systems Software to: fixing incorrect operator procedures, training new or existing staff over the phone, assistance with balancing or bookkeeping, setting up training databases and training operators, performing work or services for organizations whose key individuals are out of the office, writing custom scripts or programs to resolve customer issues not caused by enQuesta and other support items of this nature. This scope of work would clearly be defined as "implementation of new business processes" or "consulting outside of'how-to' telephone support." 2, Ad-hoc report writing with third-party tools such as Cognos 8, Cognos ReportNet or Cognos impromptu is the responsibility of the customer. This includes creation of reports and all subsequent modifications including those resulting from changes in versions of enQuesta or the third-party reporting tool. To facilitate this process, S&S will maintain the KnowledgeBasel Catalog/ Meta data/ eQL/ data dictionaries and provide support for general questions. It is highly recommended that organizations appoint a core group of persons to become entirely familiar with all aspects of the enQuesta applications and the KnowledgeBase/ Catalog/ Meta data/ eQL/ data dictionaries. such that these individuals become subject-matter experts within the organization. Telephone Customer Support Desk support services and hours of availability are weekdays from &DO am to 5:00 pm, 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; 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 or Senior Account Executive, 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 2009 will be invoiced at the following rates: Service Type Rate Per Hour, Custom Programming & Business Process Consulting $225 On-Call Pager Support $160 Other Services $160 Page 6 25F -10