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4WiMs <br />Software Support Professional <br />Description and Maintenance Services <br />Upgrades and updates <br />Supply new software version <br />✓ <br />Install new software version <br />✓ <br />System reinstall — application malfunction <br />✓ <br />System reinstall — hardware/network problem <br />✓ <br />Support/bugs/errors <br />Business hours Tier 1 support <br />✓ <br />24/7 critical after -hour support <br />✓ <br />Problem with application/malfunction <br />✓ <br />Code testing and replication of errors <br />✓ <br />Simulation of client environment <br />✓ <br />Data discovery due to malfunction <br />✓ <br />Problem with internal hardware/network <br />✓ <br />Environment <br />IF <br />Database optimization — indexing <br />✓ <br />Creation of additional databases <br />✓ <br />Replication of database environment <br />✓ <br />Installation of additional environments <br />✓ <br />Reinstallation of new server or configuration <br />✓ <br />Database maintenance — backups <br />✓ <br />Data mining/data discovery request <br />✓ <br />Customization / Enhancements <br />Consultation for customization or enhancement — up <br />to one (1) hour <br />✓ <br />Software configuration using database settings <br />✓ <br />Creation of additional custom forms <br />✓ <br />Creation of additional custom reports <br />✓ <br />Client -initiated customization/enhancement <br />✓ <br />Interfaces <br />Consultation for third -party software interface — up <br />to one (1) hour <br />✓ <br />Consultation for third -party software interface — <br />beyond one (1) hour <br />✓ <br />Development of third -party interfaces <br />✓ <br />Training <br />User manuals <br />✓ <br />User group online webinars <br />✓ <br />Additional client -requested training <br />✓ <br />Training on new software functionality <br />✓ <br />ATIMS Professional Services and Support 2025 1 Page 3 of 15 <br />ATIMS reserves the right to change or delete any or all of the professional services described in this manual without further <br />notice. ATIMS reserves the right to provide fixed -bid quotations for requested services. <br />