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X010 Systems & S~sftware Support Program Guicleline~ <br /> <br /> systems <br /> Sof#ware <br /> modem access to customer's la3Frt pSeries or Desl pcwerEdge centers, In summary, broadband access <br /> is required fs~r enQuesfa customers and is requested for all other oustomers. NL7~E: Given the number' <br /> and divers=ty of c~+stnrrers requiring support from 5&S. each with varying networking infrastructure, <br /> support cf scftvrare-based VPN cl"ients is not a viable replacement for these suggested access <br /> methodologies. <br /> g. sf a customer is on the supported version {the current version and the most recent release dust prior to <br /> the current version of the application}, corrective fixes will be delivered to the customer via a scheduled <br /> Maintenance Release {maintenance releases wilt be deployed anti! a release is deemed 'life-cycle <br /> complete" by ~&5}. Customers will receive release Notes and customers are responsible for tesfing <br /> corrective fxes within a scheduled windova befare S&S will moue the Maintenance Release into <br /> Production. <br /> h. In order to ensure that the enCtuesta 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, tf a Maintenance Release has been made available generally by 5&S <br /> that addresses a particular issue and a customer subsequently contacts the S&S Help Desk regarding <br /> this issue but Fras not installed the applicable Maintenance Release, the customer will be required to <br /> instals the Maintenance Release prior to assistance: by S&S. ft a customer declines to snstals the said <br /> Maintenance Release to remedy the 9ssue, SAS reserves the right to charge the customer on a time <br /> and material basis at then-current rates for effort incurred to resolve the issue. <br /> A customer may need to install previously released Maintenance Releases prior tc installing the then- <br /> current Maintenance Release in order tee bring the customer's environment to the most current levee. <br /> 428 Industrial Avenue <br /> CONFIDENTIAL +,57rHston, ~ 0545 1 <br /> 3c SOfa P: ~GL4 $J.+3~"~'tT4 <br /> f: SU2-885.1171 <br /> Page 9 <br /> 25F-12 <br /> <br />