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1 .,,4 --,x, I <br />2010 Systems & Software Support Program Guidelines <br />If Systems <br />1 s Software <br />modem access to customer's IBM pSeries or Dell PowerEdge servers. In summary, broadband access <br />is required for enQuesta customers and is requested for all other customers. NOTE Given the number <br />and diversity of customers requiring support from S&S, each with varying networking infrastructure, <br />support of software-based VPN clients is not a viable replacement for these suggested access <br />methodologies. <br />g. If a customer is on the supported version (the current version and the most recent release just prior to <br />the current version of the application), corrective fixes will be delivered to the customer via a scheduled <br />Maintenance Release (maintenance releases will be deployed until a release is deemed 'life-cycle <br />complete' by S&S). Customers will receive release Notes and customers are responsible for testing <br />corrective fixes within a scheduled window before S&S will move the Maintenance Release into <br />Production. <br />In order to ensure that the enQuesta system is kept up-to-date with enhancements and bug fixes, <br />Customers are strongly encouraged to install the then - current Maintenance Release made available by <br />S&S at least once per quarter. If a Maintenance Release has been made available generally by S&S <br />that addresses a particular issue and a customer subsequently contacts the S&S Help Desk regarding <br />this issue but has not installed the applicable Maintenance Release, the customer will be required to <br />install the Maintenance Release prior to assistance by S&S- if a customer declines to install the said <br />Maintenance Release to remedy the issue, S&S reserves the right to charge the customer on a time <br />and material basis at then-current rates for effort incurred to resolve the issue. <br />* A customer may need to install previously released Maintenance Releases prior to installing the then- <br />current Maintenance Release in order to bring the customer's environment to the most current level, <br />eSystffz <br />& Software <br />CONFIDENTIAL <br />Page 9 <br />............. . . ............ .............. .................... . . ............ . <br />25F -12; <br />425 Industrial Avenue <br />Wilision. VT 05495 <br />p: 802-865-1170 <br />f 802-865-1171 <br />