25C - FINANCE AND UTILITY SOFTWARE

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Systems 2008 Systems & Software Support Program Guidelines & Software 3. CIS-based customer letter generation and Work Order/ Customer Service order printing reflects the need to support the integration of enQuestaT"" applications, such as Work Orders, Customer Service Orders, Customer Letter Correspondence, or Cross Connections, to an associated tool. S&S will under this support contract assist customers with routine letter or document maintenance. Work on a magnitude of documents or wholesale change out of business logic or text with regard to Work Order design/ templates would be handled under separate engagement. Customers are encouraged to use S&S services under this contract to keep customer letters up to date, unless customers have chosen to "certify" a member of their organization to modify/ update customer-related correspondence functions. Telephone Customer Support Desk support services and hours of availability are weekdays from 8:OOam to 5:OOpm, customer local time, excluding Holidays and other posted exceptions, unless other specific contractual arrangements have been made with your organization. 24x7 pager support is offered for selected contractual situations; pager support reflects coverage for enQuestaT'" related emergency situations only. Unless covered under a separate arrangement, support provided outside these hours will be invoiced at the off-hours support service rate as referenced in item 6 under this heading. 5. Items excluded from this plan include: training of new operators; consulting, hardware or site planning and infrastructure support; Value Added software support (for applications other than those referenced in paragraph 9 of this section.); Hardware Maintenance; or any topics generally considered "new business". These professional services would be billed separately under a separate time and materials based agreement. Also excluded from this plan are Windows and other PC desktop systems support; communications or infrastructure support; support of situations which reflect your use ofthird-party vendors overwhich S&S has no direct responsibility, such as bill-print houses, banks, AMR vendors, or other such third-parties. S&S supports these other types of situations on a time and material fee basis at the discretion of the Account Manager, if applicable. For the vast majority of technical orthird-party situations which arise, S&S believes this method to be the fairest way to support customers in areas over which S&S has little, if any, responsibility or systematic controls. 6. Outside of Systems Support Services covered under the S&S Support Program as reflected herein, alf other Systems Support Services in 2008 will be invoiced at the following rates: Service Type Rate per Hour Custom Programming & Business Process Consulting $213 On-Call Pager Support $135 Other Services $135 These services are provided subject to aminimum %2 -hour charge. Off-hours (5pm-8am, or holiday/ weekend) support will be invoiced at $240 per hour, minimum 1-hour charge. Involvement of other vendors, whose services may be required, in concert with or outside of work with S&S, shall invoice directly or through S&S at their own rates. An example would be billable services through IBM Corporation, for AIX SupportLine or ConsultLine charges. Given that the range of systems support services generally reflects multiple S&S parties performing work prior to, during, and after the "face to face" customer engagement, daily rates orper-student charges may apply for some ranges of support services, including training classes. These shall be determined at the time of 401 Water Tower Circle Colchester, VT 05446 :, Systems " www Sti~t~~h.5ar e~~lty_art iict & SOftWdre p: 802-655-4400 f: 802-655-4401 CONFIDENTIAL ~~ ~.~ge=~ ~ 2/14/2008