25I - MAINT AND SUPPORT OF BOOKING SOFTWARE

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Defect means a failure of the application to perform the designed functionality caused by an error in the application. Deliverables means the items specified in the Statement of Work to be provided by VISIPHOR including the Application Package Programs, Services, and Custom Services. Delivery Platform means a secondary computer environment that will functionally reflect the Production System and contain, at a minimum, a representative sample of current data and whereupon VISIPHOR shall install all Technological Releases, associated patches and Defect corrections; and which will be used by Customer for acceptance validation and regression testing (as appropriate) prior to promotion to the Production System. Documentation means user manuals, reference guides, training materials, release notes, on-line help and other materials in printed or electronic form, which facilitate use of the Product or Custom Modifications. First Level Support means providing first-line help services to end users of VISIPHOR software applications to determine whether reported issues relate to VISIPHOR software or third party hardware or applications not covered under the scope of this Agreement. Go Live means start up of production use of the Product. Migration Services means the services required (including, but not limited to, data conversion, installation, project management, training) by Customer to give full effect to any Technological Release provided hereunder. Production System means the computer operating system(s) and Application Package Programs used by Customer in the live processing of its data. Rules has the meaning ascribed to it in § 10.2. Specification means the statement of requirements to be satisfied by a product or service as noted in the Statement of Work. The Specification leads to the Acceptance Criteria, to be met during the Acceptance Testing during the Acceptance Period. Support means: (a) responding to inquiries concerning a reported Defect(s) in the Product; and (b) correction to problems diagnosed as Defects in the currently supported version of the Product or as updated through the term of this Agreement. In the resolution of Defects VISIPHOR may respond with a written response, CD ROM or diskette, supplementary documentation, a temporary means of circumventing the problem, or other correctional aids. Technological Release means: (a) technological improvements required to allow the Product to operate in conformance with Current Technology. Technological Releases do not include Migration Services. 2. SERVICES 2.1. The Customer shall provide First Level Support through its own Help Desk, or that of a designee or designees as outlined in Schedule A-2 of this Agreement. 2.2. VISIPHOR shall provide Support to the Customer by telephone, a-mail, facsimile, modem or an Internet connection (as appropriate). 251-6