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"-' 'wtI BUYERlIWS Agreement, Page 0-2 0.2.2.c. Annual Maintenance shall include a thorough inspection, cleaning, hardware alignment, and general system check to preserve image and system performance quality. 0.2.3 Remedial Maintenance. Remedial Maintenance shall mean all maintenance, other than Excluded Services, reasonably required as a result of, and for the purpose of correcting, a System Failure. For purposes of this Agreement, System Failure shall mean any malfunction in the System that prevents or materially interferes with, the accomplishments of any or all of the System intended functions. Following any identification of any System Failure by BUYER, and BUYER's completion of the diagnostic checklist and procedures recommended by IWS in the User Documentation Set, BUYER shall provide notification thereof to IWS. . In the event of any software failure, IWS shall thereafter make a good faith effort to cause the appropriate software support person to respond to the BUYER within 30 minutes of the notification with an update as to cause and/or possible solutions. Software support shall be available 24 hours per day 7 days each week including holidays regardless of the severity of the software failure. In the event of any hardware failure, IWS shall thereafter make a good faith effort to cause an authorized representative of IWS to arrive at the location where the System is installed no later than twenty-four (24) hours following IWS's receipt of such notification. IWS shall from time to time advise BUYER of the name(s) and location(s) of locally-based IWS personnel authorized to receive such notifications and IWS shall ensure that such personnel are available to BUYER at all times that the System is scheduled by BUYER to be in operation. Hardware support shall be available 7 days per week 24 hours per day for critical items as defined in paragraph G.2.3.1, and during normal work days and hours for non critical items as defined in paragraph G.2.3.2. 0.2.3.1 Critical items: All IWS hardware associated with the Server, IWS supplied interfaces, and Capture Stations that prohibit the BUYER from performing their day to day duties associated with the capture and storage of mug photo images shall be considered as Critical Items. The only hardware exception to this paragraph will be the printers. 0.2.3.2 Non Critical Items: All IWS supplied hardware items not mentioned in paragraph 0.2.3.1 will be considered non critical items and shall be repaired during the IWS's normal work hours. This will include the printers associated with any capture station and display stations.