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. - . - TECH SUPPORT COMMITMENT (94.3466) choose the product you are calling about. If a technical support representative (TSR) is available, he or she will answer your call and start working with you immediately. If all TSRs are working with other customer issues, your call is placed on hold for the next available TSR. Severit)'-Level Responsiveness - see below for details. 24 x 7 x 365 Phone Support provides Premium Support and TAM Support customers with continuous, round.the-clock support outside of regular business hOUTS, including evenings and weekends, for issues concerning our software. We give Premium Sup. port and TAM Support customers a special phone number to be used to request 24 x 7 x 265 Support. When you call, please lis- ten carefully to the menu choices and leave a message in the voice mailbox with the following information . Full name . Your Premium Support or TAM Support ID (which we provide to you) . Phone number where you can be contacted within the next hour . BindView product name and version . Company name . Question or description of the problem, with as much detail as possible A technical support representative will be paged and will return your ca11, A senior TSR may not be immediately available 24x7 but will contact you promptly, Important One of your representatives (employee or contractor) must remain on site to work with our TSR, otherwise we will handle the call as a Standard Phone Support calL Expedited Support Support calls by Premium Support and TAM Support customers are given priority status, with hold lime targeted at under two minutes, Senior-Level Access Technical issues reported by Premium Support and TAM Support customers are handled by some of our most-experienced technical support representatives, The Technical Account Manager (TAM) serves as a TAM Support customer's single point of contact at BindView for status and escalation of technical issues. Your TAM can do the following for you . Provide you with information on the availability of all current and upcoming product betas, hot fixes, and service packs; . Coordinate any Scheduled Support (see below) that you request; . At your request, update you on the status of pending technical issues and feature requests, and escalate them within BindView if necessary; . In your discretion, schedule quarterly conference calls to follow up on any outstanding product problems, feature requests, or any general product questions you might have; . Provide you with a quarterly and/or annual report outlining all technical issues and feature requests that we have opened for you for the reporting period; . Coordinate an annual Health Check site visit (see below) to assess your IT environment and BindView's product deplo)'111ent. Scheduled Support allows TAM Support customers to schedule support calls at anytime, including weekends (but excluding holidays), on an as-needed basis, by contacting their TAM, Scheduled Support is available to TAM Support customers at no ad- ditional charge, when scheduled at least five business days in advance, for up to four oontinuous hours of telephone support, once per calendar quarter, Additional Scheduled Support is available by mutual agreement (subject to availability of our person- nel) at our then-standard consulting services rates. Health Check TAM Support customers are entitled to an annual BindView Health Check at no additional charge (except travel- related expenses). A BindView Health Check is like a physical exam for your IT environment ~ a focused, sample evaluation of some of your key IT systems. Our Health Check can give you insight into potential problems, help you prevent losses, and suggest ways that your company's technology can be optimized to serve you better. Our Health-Check team works closely with you to define a suitable project scope, with the goal of helping you increase your job performance, empower you with more knowledge, simplify your IT environment, and grow your ROI. Other customers can schedule Health Checks at an additional charge. For more information, please contact your BindView account representative. BINDVIEW CUSTOMER AGREEMENT 95-3172 PAGE 38