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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 <br />a comprehensive training program. (If selected by CLIENT the terms of this option are defined in the Gold <br />Card Service Schedule and will be attached as Exhibit C and incorporated herein by reference.) <br /> <br />TECHNICAL SERVICE RATES <br /> <br />1. Technical Service Rates <br /> <br />Technical Services Rates shall be invoiced to CLIENT as incurred at the rates then in effect. <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 Expenses <br /> <br />When applicable, ail special materials, plus travel and per diem expenses shall be charged to <br />CLIENT at cost. <br /> <br />3. Call-Out Charges <br /> <br />Systems not covered under 24/7 support, call-outs will be billed at $250 per cell. 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 cell-out fee is $50. <br /> <br />4. Remote Access <br /> <br />All charges in this Agreement are predicated on CLIENT providing the required hardware, <br />software, and operating environment for dial-in service. If CLIENT does not provide this support <br />for dial-in service, the following additional charge will apply: <br /> <br />$500 per month per system supported <br /> <br />In addition, travel and per diem expenses for on-site support required due to lack of remote <br />access will be charged as defined in Exhibit B, page 2, item 2. <br /> <br />Santa Ana P~) Ex B 2002 Page 2 of 2 <br /> <br /> <br />