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functional operating system and applications and assists the end user with "how to" basic operational issues. 3.5 Staff Augmentation Services The following sections describe the support offerings for Staff Augmentation Services. Such services will be provided in accordance with the tenns specified in the Contract and, if applicable, an additional Scope of Work. These services will provide for onsite support of issues that may include: Windows NT Server System Administration (O/S) Windows NT Workstation System Administration (O/S) UNIX System Administration (CLIX) Windows 2000 Support Raid Configuration Equipment Staging, Deployment, and Relocation Asset Documentation Software Roll Outs/Upgrades System Administration Back Up System Management Support Network Management Support IT Department Liaison Equipment Configuration Consulting Technology Transfer 3.5.1 IT S.A.F.E (Staff Augmentation For the Enterprise) Onsite support services purchased in blocks of hours. Customer will provide all hardware, software, internet access, and tools necessary for the Intergraph Engineer to provide the specified service. Provides for four-hour onsite response for a minimum duration of two hours rounded to the nearest half-hour. Hours not used within the contract period may be carried over to a new contract at time of renewal. No cash or credit refunds are offered or implied. Onsite staff augmentation services will be available during nonnal IT Services business hours, 8:00 a.m. to 5:00 p.m. local time, Monday through Friday, excluding IT Services- observed holidays. All durations are based on an eight-hour workday and a five-day workweek. Time worked after normal business hours will be charged at one and one-half hours per hour worked. 3.5.2 Resident (On-Site) Maintenance If Customer purchases Resident On-Site Maintenance, then during the Contract period specified on the IT Services Quote/Contract, the Customer authorizes IT Services to provide resident (on-site) maintenance service for all items listed on the Quote/Contract or, if applicable, an additional Scope of Work attached to the Contract as Addendum A. Such services will be provided in accordance with the terms specified in the Contract and, if applicable, Addendum A. IT Services will provide qualified and competent personnel to meet the requirements of the Contract. IT Services agrees to provide a qualified temporary replacement should its resident service technician be absent for an extended unplanned period. Should the resident service technician be absent for a shorter period, IT Services' local Field Service office will respond to emergency requests for remedial maintenance. Services subject to this Contract will be performed only at the site(s) agreed to unless this Contract is amended in writing. The number of resident engineers required is based on the following calculation: Monthly Maintenance Contract Value $0 - $23,999 $24,000 - $35,999 $36,000 - $55,000 Number of Engineers 1 2 3 When more than one resident is assigned to a Contract, a shift schedule adjustment may be negotiated to allow for more than the basic eight (8) hours of coverage without invoking the extended coverage charge. The specific hours of coverage are stated in Sections 3.1 and 3.2 of this Contract. The Customer agrees to provide workspace as needed for the number of personnel assigned to the Contract. This workspace shall include as a minimum: (a) An office or workshop provided with normal office environment controls. (b) A telephone for local calls only (all long distance calls will be charged to a credit card) (c) A lockable space for storage of tools and test equipment. Installation charges for equipment, excluding third party products that require third party installation, are waived for Customer sites that have a Resident Engineer. However, in the event the Resident Engineer contract is tenninated prior to scheduled installation of the equipment, the Customer will be responsible for payment of installation charges at the then current rates. 4. WARRANTIES IT SERVICES WARRANTS FOR A PERIOD OF THIRTY (30) DAYS FROM THE DATE OF SERVICE, OR INSTALLATION, THAT UNDER NORMAL USE, MATERIALS, SPARES, REPAIRS AND HARDWARE PROVIDED PURSUANT TO THIS CONTRACT, SHALL BE FREE FROM DEFECT IN MATERIAL AND WORKMANSHIP. FURTHER, IT SERVICES WARRANTS FOR A PERIOD OF THIRTY (30) DAYS FROM THE DATE OF SERVICE, OR INSTALLATION, THAT SERVICES PROVIDED PURSUANT TO THIS CONTRACT SHALL BE CONDUCTED IN A GOOD AND WORKMANLIKE MANNER. THE FOREGOING WARRANTIES SHALL BE FOR REPAIR, OR REPLACEMENT, AT THE OPTION OF IT SERVICES. THE FOREGOING WARRANTIES ARE VOID IF FAIRURE IS DUE TO MODIFICATION, MISUSE, ABNORMAL CONDITIONS OF OPERATION, OR LACK OF NORMAL MAINTENANCE. THE FOREGOING WARRANTIES ARE IN LIEU OF ALL OTHER WARRANTIES, WHETHER EXPRESS OR IMPLIED. IT SERVICES DISCLAIMS ALL OTHER WARRANTIES, WHETHER EXPRESS OR IMPLIED WITH REGARD TO A VENDOR'S HARDWARE, OR' SOFTWARE OR SERVICES SUPPLIED HEREUNDER, INCLUDING ALL IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE.