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13. SUPPORT AND MAINTENANCE. <br />During the term of this Agreement, GEOGRAPHIC SOLUTIONS will provide maintenance and <br />support services in support of the PROGRAM listed in EXHIBIT A. These services shall consist <br />of: <br />13.1 INTERNET SUPPORT. GEOGRAPHIC SOLUTIONS shall provide <br />SUBSCRIBER priority internet support during REGULAR BUSINESS HOURS that permits <br />SUBSCRIBER to report problems and seek assistance in use of the PROGRAM. <br />13.2 TELEPHONE SUPPORT. GEOGRAPHIC SOLUTIONS shall provide <br />SUBSCRIBER priority telephone support during REGULAR BUSINESS HOURS that <br />permits SUBSCRIBER to report problems and seek assistance in use of the PROGRAM. <br />13.3 FAX SUPPORT. GEOGRAPHIC SOLUTIONS shall provide SUBSCRIBER <br />priority fax support during REGULAR BUSINESS HOURS that permits SUBSCRIBER to <br />report problems and seek assistance in use of the PROGRAM. <br />13.4 E-MAIL SUPPORT. GEOGRAPHIC SOLUTIONS shall provide SUBSCRIBER <br />priority E-mail support during REGULAR BUSINESS HOURS that permits SUBSCRIBER <br />to report problems and seek assistance in use of the PROGRAM. <br />13.5 ERROR CORRECTION. GEOGRAPHIC SOLUTIONS shall use reasonable <br />diligence to correct verifiable and reproducible ERRORS when reported to GEOGRAPHIC <br />SOLUTIONS in accordance with its STANDARD REPORTING PROCEDURES. The <br />ERROR CORRECTION, when completed, may be provided in the form of a "temporary fix," <br />consisting of sufficient programming and operating instructions to implement the ERROR <br />CORRECTION. <br />13.6 NEW RELEASES. GEOGRAPHIC SOLUTIONS will periodically issue new <br />RELEASES to the PROGRAM, containing ERROR CORRECTIONS and/or <br />ENHANCEMENTS, for current SUBSCRIBERS. <br />GEOGRAPHIC SOLUTIONS will take action on any support issue raised by SUBSCRIBER <br />within forty-eight (48) hours. This period does not include weekends and GEOGRAPHIC <br />SOLUTIONS' holidays. A response will normally occur in significantly less than forty-eight (48) <br />hours. The support resolution time required for GEOGRAPHIC SOLUTIONS to answer a <br />question or resolve a problem raised by SUBSCRIBER will vary considerably depending on the <br />type of problem. Usually GEOGRAPHIC SOLUTIONS will answer questions and provide <br />solutions to problems the same day they are received, often immediately. If research or <br />consultation with specialists is required, it may take longer. <br />The following matters are not covered by this agreement: <br />1. Any problem resulting from the misuse, improper use, alteration, or damage of the <br />PROGRAM; <br />Geographic Solutions Virtual One Stop Subscription Page 3 <br />