25F - UTILITY BILLING SOFTWARE MAINTENANCE

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_~-1 201Q Systems & software Support Prograun Guidelines Systems ' s Software Pe,^odic intormationa# announcements or news#etters covering new announcements. enQuesta erihancemLnts: hardware and third-party software issues, vendor relationships, new teohnologies ar t~ r,r;,;al consideratiorks, ne~v produc# announcements, and other related topics. 9. Access to the latest levels o€ certain tnfrd-party products including Cognas 8: MicroFocus Server Express Runtime Licenses {assuming the .initial. upgrade to Server Express was paid'. under separate contract}, en+Cuesta client er middleware components. or other third-party software products or vender products urhich are invoiced as part of the S&S Support Program,. ar as these products home available from the respective vendors. Deployment or training services for such are handfed separately under a time and materials basis- t0. Technical ,Ass#stance is available by request. These services include but are not limited to system and application configuration, performance analysis, and certain other hardware, operating system and database related servir~s. These seruices are subject tc additicnaf charges an a time and material basis at the discretion of your Account fUlanager ar Senior Account Executive, if applicable. certain Systems 8 Software Support Program Guidelines t. Under the Systems Software Support Fragram, customers will receive unlimited daytime phone, modem, ntEmet, email and fax support far areas related to the operation of all licensed ent~uesta modules under tyre supported version {i.e., the curent version and the most recent release just prior to the current version of the application} and, mere specifically, far the business processes# features which are accommodated by enQuesta applications that are already in production use as enabled through working with S&S, during an init#at ar subsequent engagement, enQuesta applications may have the oapacity or inherent funotianafity to serve many business ar customer-specific functions that may not be in production use within your organization. If an organization decides at a later date to make use of a new feature or business process. this would be clearly defined as '"new" work which would be supported under a separate time and materials based contract, not "how-to" support for an existing business process. , This support is limited to operators who have been trained by S&~S personnel or other certified trainers under `Frain the Trainer`, "Trafn the Key Parsonnef', or °Train the Super Users" concepts, and who have ownership for and a clear understanding of the applications and issues for which they are requesting suppoR an the current enQuesta release. Support activity vfa the Customer Support Desk from new personnel will indicate the actual capabilities or level at training new personne9 have received. This information will be shared with customers and, if necessar,%, related services will be contracted for separately at rates indicated. in this agreement. Inbound phone support initiated from our dedicated support line, 1-800-655-8810 would generally entail a taour call or less {this duration. certainly may vary and is not limited to a 'f3 haurj. Faxes, phase calls or e- mails which result in extended, or even multi-hour, phone conversations or work effort would be handfed separately on a time and material contract basis. Possible examples would be: several analysts' subsequently providing "x" number of hours assisting with implementation of "nevv" work [such as discussionf implementafson of new work order types, a madifed General Ledger Chart of Accounts. or implementation of a new business process that the application supports {but which is not in production mode}, such as AGN, an AMR solution. or a new interface]. Q#her examples may include but era not limited. 426 lrrdustrial Avenue CONFIDENTkAL }NlAistan, L`T U~f95 X115 _ ~ p: rsue ~L~5-117~i f: 9(}'~-865-1171 Page 5 i _.._.e.__ . i i 25F-9 _j