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<br />7. Virus Case Escalation. <br /> <br />In the event the an Incident or Service Request cannot <br />be resolved by Trend Micro within six (6) hours <br />business hours of receipt of, such Incident or Service <br />Request by Trend Micro. Trend Micro and the <br />Company may agree to escalate the case to Trend <br />Micro's antivirus escalation engineering group for <br />resolution. <br /> <br />Note: Given the nature of paging services, there may <br />be prolonged delays between the times a page is <br />initiated and received. Trend Micro cannot be held <br />responsible for such delays. Response times may also <br />be affected by the existence of a major computer virus <br />outbreak. <br /> <br />8. Product Case Escalation. <br /> <br />All product-related service requests from Priority <br />Advantage Support customers are assigned a priority <br />based upon the type of product-related service <br />requested. Upon case submission, a TAM will be <br />assigned to work closely with Company to diagnose <br />and help resolve the problem. In the event the TAM <br />cannot provide a resolution, the TAM will promptly <br />escalate the issue to a senior product specialist, which <br />will try to recreate, diagnose and resolve the problem <br />or provide an interim workaround or fix. In the event <br />the request cannot be addressed at this level, the <br />request will then be escalated Trend Micro's service <br />engineering group. In addition, upon Company's <br />request, the TAM may escalate any unresolved Service <br />Request to the TAM manager and senior Trend Micro <br />management if normal escalation channels as set forth <br />above have not provided case resolution. <br /> <br />9. Company Obligations <br /> <br />(a) Authorized Company Contacts. Company must <br />appoint authorized individuals to act as contacts with <br />Company for technical support ("Authorized <br />Contacts"). Priority Advantage Support customers <br />may appoint up to two (2) Authorized Contacts under <br />this Agreement. Only an Authorized Contact may <br />initiate an Incident report or a Service Request from <br />Trend Micro. Company must provide Trend Micro <br />with up-to-date contact information for the Authorized <br />Contacts to receive proactive virus alerts. Company <br />may update this contact information through PSP <br />Online. <br /> <br />(b) Prompt Notification. Upon identification of any <br />possible error or problem with a Trend Product, <br /> <br />Company (through an Authorized Contact) must <br />promptly notify Trend Micro. Company agrees to <br />provide Trend Micro with reasonably sufficient <br />information about a virus or product case to permit <br />Trend Micro to reproduce, diagnose, and resolve the <br />case and agrees to otherwise cooperate with Trend <br />Micro in case resolution. <br /> <br />(c) Current Releases. Throughout the term of this <br />Agreement, Company will use commercially <br />reasonable efforts to download and install new Pattern <br />Updates (including scan engines updates if applicable) <br />promptly after they become available. Company shall <br />also install and use the most current version ofthe <br />Trend Products within a reasonable time after new <br />versions become available <br /> <br />(d) Information/ Assistauce. Company will supply <br />Trend Micro with current information about <br />Company's system architecture and hardware <br />configuration including, when available, "visios" or <br />other similar electronic blueprints. Company also <br />agrees to notify its TAM or TAMs within seven (7) <br />days of any changes to its network or operating <br />environment. <br /> <br />(e) Reasonable Assistance/Information. Company <br />will provide Trend Micro with access to personnel with <br />the appropriate knowledge, expertise and information <br />reasonably required: (i) to recreate, diagnose and/or <br />resolve reported problems or Incidents and (ii) to <br />provide other assistance or information under this <br />Agreement. Company shall also otherwise fully <br />cooperate with Trend Micro in connection with the <br />provision of services under this Agreement. In <br />addition, Company agrees to help Trend Micro monitor <br />and improve the quality and nature of its Priority and <br />Priority Advantage Support services by providing <br />Trend Micro with periodic written and oral feedback <br />about the quality and nature of services provided under <br />this Agreement. <br /> <br />(I) Back-Up. During the term of this Agreement, <br />Company will regularly back-up its computer <br />system(s) on a separate media. Company <br />acknowledges that any failure to do so may <br />significantly decrease its ability to mitigate any harm <br />or damage arising from any problem or error in the <br />Trend Products or the provision of services under this <br />Agreement. <br /> <br />10. Mutual Coufidentiality Obligations. <br /> <br />(a) Confideutiality. Trend Micro and Company agree <br />to protect any confidential information disclosed to it <br /> <br />4 <br />