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A1, 1 I JP 2010 Systems & Software Support Program Guidelines Systerm & Software These services are provided subject to a minimum % -hour charge. Off -hours (5pm-8am. or holiday/ weekend) support will be invoiced at $240 per hour, minimum 1-hour charge. Involvement of other vendors, whose services may be required, in concert with or outside of work with S&S, shall invoice directly or through S&S at their own rates. An example would be billable services through IBM Corporation, for AIX Supporti-ine or Consulti-ine charges, Given that the range of systems support services generally reflects multiple S&S parties performing work prior to, during, and after the "face to face" customer engagement, daily rates or per-student charges may apply for some ranges of support services, including training classes. These shall be determined at the time of contracting and are subject to change at any time, depending on the scenario or the value-ad proposition to the customer, 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 011, 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. lb. 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. The preferred method of submission to S&S is by e-mailing your request to our dedicated inbox: sucpotQssivtccm 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. We request that you send your support issues to fax: 802-865-1171 or e-mail: co—M which is the only authorized support' email address: please do not forward correspondence to individual email addresses or call S&S Support Personnel directly. 426 industrial Avenue CONFIDENTIAL 041liston, VT 05495 v ,�t A Cof_n Systr M_ p: 802-865-1170 Software f 802-865-1171 Page 7 25F -11