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<br />, <br />, " . <br /> <br />. <br /> <br />. <br /> <br />GOLD CARD SERVICE OPTION <br /> <br />Quote available on request <br /> <br />A total support program is tailored for CLIENT and includes a schedule of on-site visits by TIBURON <br />personnel for data base management, working with end users to identify and resolve problems and to apply <br />agreed upon software changes, installation of new software products obtained through this Agreement, and a <br />comprehensive training program. (If selected by CLIENT the terms of this option are defined in the Gold <br />Card Service Schedule will be attached as Exhibit C and incorporated herein by reference.) <br /> <br />OPERATIONS REVIEW <br /> <br />Included <br /> <br />Tiburon personnel will visit CLIENT site periodically and meet with management, operations and other user <br />personnel to conduct an operations review of the systems and an analysis of the CLIENT's automation <br />requirements. A report will be produced to include observations and recommendations regarding the <br />CLIENT's use of the system. Working with the CLIENT, this review will be further documented in the form of <br />a multi-year automation plan for the CLiENT. There will be no charge for this service if total annual <br />maintenance exceeds $20,000. <br /> <br />TIBURON USER GROUP MEMBERSHIP <br /> <br />Included <br /> <br />Two voting memberships in the Tiburon User Group are included In Basic Services. The National User <br />Group Conference is held annually at a location near TIBURON's Headquarters office in Fremont, California. <br /> <br />TECHNICAL SERVICE RATES <br /> <br />Technical Services Rates shall be deducted from the Prepaid Technical Support Resource Pool, or if that <br />option is not available, they shall be invoiced to CLIENT as incurred. <br /> <br />1. Technical Service Rates <br /> <br />Technical support shall be charged at the following rates: <br /> <br />At TIBURON Facilities: <br /> <br />$ 125 per staff hour <br />$ 150 per staff hour <br /> <br />At CLIENT Site: <br /> <br />A minimum of four (4) hours per occurrence will be charged for work conducted at TIBURON <br />facilities and a minimum of eight (8) hours at CLIENT site for Technical Services not covered <br />under Basic Services or "24/7" Service Option as described previously. <br /> <br />2. Materials. Travel and Per Diem EXDenses <br /> <br />When applicable, all special materials, plus travel and per diem expenses shall be charged to <br />CLIENT at cost. <br /> <br />3. Call-Out Charaes <br /> <br />Systems not covered under 24/7 support, call-outs will be billed at $250 per call. After the first <br />hour, the rate is $250 per hour with a two-hour minimum. <br /> <br />If CLIENT'S systems are covered under the 24/7 support, the off-hour call-out fee is $50. <br /> <br />V2 Ext Sve Ex A&B-Santa Ana - 8-.28-00 <br /> <br />Page 2 of 3 <br />