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Apis <br /> Table of Contents <br /> Introduction .............................................................................................................................. 2 <br /> Professional Services and Support Program.......................................................................................2 <br /> InitialEngagement..........................................................................................................................2 <br /> DiscoveryPeriod.............................................................................................................................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 ............................................................................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...............................................................................................................................................6 <br /> Telephone.......................................................................................................................................6 <br /> Section 3. Professional Services and Support........................................................................... 6 <br /> Definition: Professional Services........................................................................................................6 <br /> HawOur Support Works.....................................................................................................................6 <br /> Section 4. Additional Professional Services .............................................................................. 7 <br /> TravelExpense....................................................................................................................................7 <br /> Termsand Conditions ............................................................................................................... 8 <br /> Limitationsof Liability.........................................................................................................................8 <br /> Definitions......................................................................................................................................8 <br /> Use of Licensee Solution and Computer........................................................................................9 <br /> LicenseeResponsibilities......................................................................................I.........................9 <br /> Severabilityand Waiver..................................................................................................................9 <br /> Notice...........................................................................................................................................10 <br /> ForceMajeure ..............................................................................................................................10 <br /> NoAssignment.............................................................................................................................10 <br /> EntireAgreement.........................................................................................................................10 <br /> Notifications and Renewal Contact information..................................................................... 11 <br />