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�iMs <br />Table of Contents <br />Introduction.............................................................................................................................. 2 <br />Professional Services and Support Program.......................................................................................2 <br />InitialEngagement..........................................................................................................................2 <br />DiscoveryPeriod............................................................................................................................. <br />2 <br />Technical Resolution Guidance...........................................................................................................2 <br />Section 1. Annual Software Support and Maintenance............................................................ 4 <br />Software Covered by This Agreement................................................................................................4 <br />Definition: Software Support and Maintenance............................................................................ <br />4 <br />SoftwareSupport Services..................................................................................................................4 <br />Section 2. Standard Operating Procedures............................................................................... 4 <br />Determining Severity and Response Commitments...........................................................................4 <br />Appointing a Primary Contact and Alternate Contact........................................................................5 <br />SupportMethods................................................................................................................................5 <br />RemoteDiagnostics........................................................................................................................5 <br />Email............................................................................................................................................... <br />6 <br />Telephone....................................................................................................................................... <br />6 <br />Section 3. Professional Services and Support........................................................................... 6 <br />Definition: Professional Services........................................................................................................ <br />6 <br />HowOur Support Works..................................................................................................................... <br />6 <br />Section 4. Additional Professional Services.............................................................................. <br />7 <br />TravelExpense.................................................................................................................................... <br />7 <br />Termsand Conditions............................................................................................................... <br />8 <br />Limitationsof Liability.........................................................................................................................8 <br />Definitions...................................................................................................................................... <br />8 <br />Use of Licensee Solution and Computer........................................................................................ <br />9 <br />Licensee Responsibilities................................................................................................................9 <br />Severabilityand Waiver.................................................................................................................. <br />9 <br />Notice........................................................................................................................................... <br />10 <br />ForceMajeure.............................................................................................................................. <br />10 <br />NoAssignment............................................................................................................................. <br />10 <br />EntireAgreement.........................................................................................................................10 <br />Notifications and Renewal Contact Information..................................................................... <br />11 <br />