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systems 2008 Systems & Software Support Program Guidelines <br />a Software <br />If Customer is on the supported version (the current version and the most recent release just prior to the <br />current version of the application), corrective fixes will be delivered to the Customer via a scheduled <br />Maintenance Release. Customers will receive Release Notes and Customers are responsible for testing <br />corrective fixes within a scheduled window before S&S will move the Maintenance Release into Production. <br />In order to ensure that the enQuestaTM' system is kept up-to-date with enhancements and bug fixes, <br />Customers are strongly encouraged to install the then-current Maintenance Release' made available by <br />S&S at least once per quarter. If a Maintenance Release has been made available generally by S&S that <br />addresses a particular issue and a Customer subsequently contacts the S&S Help Desk regarding this <br />issue but has not installed the applicable Maintenance Release, Customer will be required to install the <br />Maintenance Release prior to assistance by S&S. If a Customer declines to install said Maintenance <br />Release to remedy the issue, S&S reserves the right to charge the Customer on a time and material basis <br />atthen-current rates for effort incurred to resolve the issue. <br />* Customer may need to install previously released Maintenance Releases prior to installing the then- <br />current Maintenance Release in order to bring the Customer's environment to the most current level. <br />Systems <br />& Software <br />CONFIDENTIAL w ~a~p_ w <br />401 Water Tower Circle <br />Colchester, VT 05446 <br />tt ~c ~'.:s} ~t~rn,araSC~J tN are,i~ct <br />p: 802-655-4400 <br />f: 802-655-4401 <br />2/ 14/2008 <br />