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ANNUAL SERVICE AGREEl*T <br />PAGE 2 <br />• <br />To provide program and report updates to THE CUSTOMER in a timely manner to allow the <br />ability to record and maintain the information necessary for the production of reports required for <br />Federal, State and Local Income Taxcs, State Disability Insurance, Unemployment Insurance, <br />401K, California PERS, 457, Social Security Alternative (Section 3121), and any other mandated <br />Federal and California State Reports. <br />Response to problems within four hours of notification by the CUSTOMER to the SUPPORT <br />LINE. <br />Help Desk — HIGH LINE provides direct toll -free telephone access for problem resolution, defect <br />reporting, documentation clarification and technical guidance Monday to Friday 8:OOam to <br />6:OOpm (eastern time). On Canadian statutory holidays, a reduced staff provides full support <br />from 9:OOam to S:OOpm (eastern time). During peak calling seasons (January & February), <br />support is provided from 8:OOant to 8:OOpm (pas(ern lime). <br />Telephone support is further enhanced by electronic services that offer around the clock <br />reporting. Using fax, voicemail and electronic mail, customers may report issues any time of the <br />day or night. <br />Telephone: (800)268-3340 or (905) 940-8777 <br />Telef<tx: (905) 940-8770 <br />E-Mail: sp,portnlriglilin. rp,com <br />Support and maintenance directly from Oracle Corporation for the third party Oracle products <br />identified in Schedule 1. 1-II0H LINE will or will ensure that Oracle Corporation provides <br />CUSTOMER Nrilh an Oracle customer support identification number granting access to Oracle <br />customer support. CUSTOMER agrees to the standard terms and conditions of any Oracle <br />support and maintenance agreement required by Oracle Corporation and realizes that these may <br />be different than those of this agreement. <br />Support from HIGH LINE on the Oracle Workgroup Server within the context of it being used as <br />a component of THE SYSTEM. <br />Support from HIGH LINE or JCS on the third party JCS Job Scheduler product identified in <br />Schedule 1. <br />25E-18 <br />