25F - COMPUTER SOFTWARE MAINTENANCE

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Exhibit A COTS Software, except DMC Software A.i. SOFTWARE SERVICE Intergraph offers three levels of support for Covered Products software, although not atl levels are available for all software products. When available, the highest level of support offered ~ Premium Service which provides 24x7 coverage and Upgrades of Covered Products software. The service offered for the majority of the Covered Products ~ Standard Service which offers Upgrades and support during standard business hours. Advantage Service, when available, provides support during standard business hours but no Upgrades. Customer may choose any level of service offered;. however all Covered Products in the support Agreement must have the same level of service when available. A.1.i Premium Service 1 For'cxitical Customer applications, Premium Service provides support to the Customer twenty--four ham per day, seven days perweek (24x7), including Intergraph-observed holidays. .Premium Service will include and be Limited to the following for Security, Government & Infrastructure software products listed on the Quote as having Premium level support under the Agreement: (a) Out-of-the-box functionality support via the Het Desk tale ~ P ( phone or eService via Intergraph s web sifie} Phone . support for all prraify levels of software errors is ava0able on normal business days from 7AM - 7PM Central Time, f excluding Intergraph-observed holdays. When the software error is considered to be Crit'~cal (meaning production ~ down), then phone support is ava1ableafter-hours and on Intergraph-observed holidays. (b} Access to all published software Upgrades, updates, faces and enhancements t (c) Twenty-four-hoar-per-day/seven-day-per week access to problem knowledge f3ase, an oMir~e self-help tool (cl) Complete problem diagnostic support ('This often extends to data related problems that have nothing to do with 1 Intergraph software issues. It should be noted that when Intergraph solves a data related problem, it wnU provide the instructions for solving fhe problem to the customer but not the actual solution. For example, if a customer has I difficulty in performing a bundle adjustment due to a data problem, Intergraph wn'N instruct the customer on the ! proper steps to solve the problem, but will not, in general, provide the results of the adjustment.) Services are limited to the specific Security, Government 8, Infrastructure products listed on the Quote and functioning on the appropriate Intergraph supported operating system. Intergraph wiY notify Customer when Upgrades are made available for any Covered Products for which Premium Service has been purchased. Upgrades are shipped upon Cus#omer request. ? Premium Service is only available for the current version and the one version prior to fhe current version of a particular ~ Security, Government 8, Infrastructure software product. ~ Premium Service may not be available for all software products. A.1.2 Standard Service Standard Software support will be provided to the Customer during the hours of 7:00 a.m. to 7:00 p.m. Genital Time, Monday through Friday, excludng Intergraphrobserved holydays. Standard Service will include and be lirr~ted to the following for Security, Government ~ Infrastructure software products I~ted on the Quote as having Standard level support under fhe Agreement: (a} Out-of-the-box functionality support via the Help Desk (telephone or eService via Intergraph's web site} Phone support for all priority levels of software errors is ava8ab[e on normal business days from 7AM - 7PM Central Time, excuding Intergraph~bserved holidays. (b} Access to all published software Upgrades, updates, fixes and enhancements (c) Twenty-four-hoar-per-day/seven-day-per-week access to problem Knowledge Base, an on-lineself-help tool 25F-17