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<br />-' ." . <br /> <br />Aut31-2001 02:00pm From-E~ MILFORO El <br /> <br />5014977136 <br /> <br />T-055 POll/Oil Hlr <br /> <br />DG Commitments <br />· OO's Customer SijPport Cemer will respond on a priority basis to issues submitted by CUstomer <br />pertailling to the products covered by OMNiiCARE. <br /> <br />· OO's Customer Supporr Center will respond via lelephone within fifteen (l S) minutes, jf the <br />appropriate support resource is nor immediately available. <br /> <br />· DG's Customer SUpport Center wi!J dispatch an ACCOUnt Engineer to be at Customer's location <br />Within two (2) hours for conditions requiring on-site remedial maintenance. <br /> <br />· DG will desigrtare an ACCOUllt SUppOrt RepreSentative ("ASR") from DG's Customer Suppon <br />Center to act as the Customer's comacr person for the management and escalatiOn of service <br />calls. <br /> <br />· Customer's ASR will conduct monthly serviCe reviews and advise Customer on ways to im. <br />prove sysrem reliability <IUd perfollU4rLce. Customers ASR will notify Customer of patch mes, <br />inreriItl fiXes, Ilpdates and revisions far the operating system as they become available and will <br />install them, at murually agreed-upon times, via remote connection. <br /> <br />Exclusions <br />Credits will not be allowed for downtime caused by: (i) any of the eveurs or conditions enumerated in <br />the Exclusions section of the Master Support Agreement Terms and Conditions; (ii) malfunction of de- <br />vices other than rhe Crirical System componenrs; (iii) software products orher rhan the DG/UX or Win" <br />dows NT operating system; (iv) Customer's failure to follow DO instructions for preventive measures, <br />such as installing soflware parches ana releases, and hardware FCOs and BCDs; (v) CuslOmer-iniliated <br />interruptions, such as scheduled downtime for installation of FeOs, BeOs and software updates, or for <br />preventive maintenance, and including time during which CUstomer is unav=\ilable or fails to make the <br />system available to 00 for problem analysis and repair; (vi) any ullplanllM evertr initiated by Customer <br />which is outside the scope of the normal operation and usage of the Critical System. <br /> <br />