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EXHIBIT 3 To Software Maintenance Agreement Warranty & Maintenance Support -Guidelines 8 Options This Exhibit is attached to, incorporated into and forms part of the Master Support Agreement, dated March 3, 2008, between the Client and Abbey Group (herein referred to as the "Agreement"). Capitalized terms used herein shall have the definitions set forth in the Agreement, unless otherwise defined herein. In the event of conflict between the terms and conditions set forth herein and those set forth in the Agreement, the terms and conditions set forth in the Agreement shall prevail. Methods for Contacting Support Method n:. ,~'. Procedure Tele hone 877 265-9140 352-401-0770 Web Site www.abbeygroup.com Fax 352-401-9318 U.S. Mail 1515 Silver Springs Blvd., Suite 110, Ocala FL 34470 Prioritizing TSRs To ensure TSRs receive the appropriate response and attention required customers should assign each TSR a priority code that is consistent with the definitions outlined below. All problems are addressed according to their priority level. PriorSty ` Category t1e$prt ~ ' Resotutioa ~egpi t ~vel, ~~~. Sty. Priority 1 Urgent The Entire System or a Major Component is DOWN. Continuous work until Customer cannot use system to continue operations. problem is resolved. After Impacts multiple users, halts or severely impacts critical 24 hours of remote operations, or database integrity is compromised. attempts, onsite assistance is required until TSR is NOTE: FOR PRIORITY 1 ISSUES, CUSTOMERS corrected. MUST CONTACT THE CSC IMMEDIATELY BY TELEPHONE. DO NOT DELAY RESOLUTION BY SUBMITTING A PRIORITY 1 TSR BY WEB, EMAIL, FAX, OR U. S. MAIL. Priority 2 Standard A major component or function does not work properly. Continuous work until Impacts an individual or small group. Normal operations problem is resolved. After impaired, but can continue. 48 hours of remote attempts, onsite assistance is required until TSR is corrected. Priority 3 Scheduled Failure of any application to function properly: Impacts an Continuous work until individual or small group. problem is resolved. After 7 days of remote attempts, a mutually agreeable correction plan must be develo ed. Priority 4 Information Issue is informational or educational in nature. Abbey to provide Enhancement requests should be reported as Priority 4 proposal for when such TSRs. TSR will be addressed. Softwaze corrections will be made in next release, while information requests will be fulfilled within one month. Exhibit F March 9, 2006 Page 1 Master Support Agreement