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Description of Levels of Annual Support and Maintenance <br />1. Basic <br />Basic Annual Support and Maintenance includes the following: <br />• Unlimited toll free telephone support between 6:00 am and 5:30 pm Pacific Time ( "PT ") Mon — Fri <br />( "Regular Support Hours ") and <br />• Unlimited dial -in access support (see Notes a, b and c below for qualification) for "system down" issues <br />(only) between 5 AM - 6 AM and 5:30 PM — 11:00 PM (PT) weekdays and 5:00 a.m. — 11:00 p.m. (PT) <br />Saturday and Sunday ( "Extended Support Hours ") <br />• Limited report customization & query support (i.e. calls of 15 minutes duration or less) <br />• Access to TAN's secure Web site <br />• Regular documentation and communications provided to the Customer <br />• New Releases and Versions as described in the Terms and Conditions <br />Notes: <br />a) Qualifying sites must have direct dial -in and Internet e-mail capability for Extended Support Hours. <br />b) Support calls placed during Extended Support Hours must be placed through an authorized contact <br />person. <br />c) Under Basic Annual Support and Maintenance, Support during Extended Support Hours is available only <br />for "system down" problems that result in the Customer's inability to fulfill critical business functions (i.e. <br />those pertaining to core functionality such as processing registrations, memberships, rentals) and that <br />have no reasonable work- around. All other calls — including all calls related to upgrades — placed by the <br />Customer within Extended Support Hours will be billed to the Customer under a separate agreement. <br />2. Premium <br />Premium Support provides for the same services as Basic Annual Support and Maintenance, and <br />additionally provides that, subject to Notes a) and b) above, all Support available during Basic Support Hours <br />is also available during Extended Support Hours. <br />3. Holiday Hours <br />The TAN Support Desk will be open with reduced staff on the following Canadian statutory holidays: Good <br />Friday; Victoria Day (3rd Monday in May); Canada Day (July 1"); BC Day (1S1 Monday in August); <br />Thanksgiving (2nd Monday in Oct); Remembrance Day (November 11); Boxing Day (December 26). On the <br />following holidays, the TAN Support Desk will be closed: New Year's Day, Christmas Day, Labor Day (1s` <br />Monday in September). <br />The Active Network N.A. Inc. Support and Maintenance 11 -11 -04 (Levels Description) Page 4 of 8 <br />