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ExhIbit A COTS Software, except DMC Software A.l. SOAWARf SERVICE Intergraph offers three levels of SUPl=>Ort for Covered Products software, although not all levels are avaHable for all software products. When avaDable, the highest level of support offered is Premium Service which provides 24><7 coverage and Upgrades of Covered Products software. The service offered for the majority of the Covered Products is Standard Service which offers Upgrades and support during standard business hours. Advantage Service, when avaHable, 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 avaHabJe. A,1.1 Premium Selvfce For' eriffcal Customer applications, Premium Service provides support to the Customer 1wenty.four hours per day, seven days perweek (24)<7), including Intergraph-observed holidays, . Premium Service wil 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 Help Desk (telephone or eService via lntergraph's web site) Phone support for all prfority levels of softworeerrOlS is available on normal busineSS days from 7 AM - 7PM Cemrallime, excluding Intergraph-observed holidays. When the software error is considered to be Critical (meaning . production Is down), then phone support is available after-hours and on Intergroph-observed holidays. (b) Access to all pubflShed software Upgrades, updates, fixes and enhancements (c) Twenty-four-hour-per-day/seven-day-per-week access to problem KnOwledge Base, an on-line self-help tool (d) COmplete problem diagnostic support (This often extends to data related prOblems that have nothing to do with Inter graph software issues. It should be noted that when Intergraph solves a data related problem, if wiD provide the lnshucflons for solving the problem to the customer but not the actual soIuHon. For example, if a customer has difficulty in performing a bundle adjustment due to a data problem, Intergraph WIll Instruct the customer on the proper steps to solve the problem, but WIll nof. in general. provide the results of the adjustment.) . Services are limIted to the specific Security, Govemment & Infrastructure products listed on the Quote and functioning on the appropriate Intergraph-suPl=>Orted operating system. . Intergraph WIll notify CuStomer when Upgrades are made available for any Covered Products for which Premium Service has been purchased. Upgrades are shipped upon Customer request. Premium Service is only available for the current version and the one version prior to the current version of a particular Security, Government & Infrastructure software product. Premium Service may not be avaUable for all software products. A.1.2 standard Servfce Standard Software support will be provided to the Customer during the hours of 7:00 a.m. to 700 p.m. Central Tme. . Monday through Friday, excluding Intergraph-observed holidays. standard Service wm include and be Ijmited to the following for Security, Govemment & Infrastructure software products listed on the Quote as having Standard level support under the Agreement: (a) OUt-of-fhe-box functlonafity support via the Help Desk (telephone or eService via Intergraph's web" site) Phone " support fa all priority levels of software elTors is avaHable on normal business days from 7 AM - 7PM Central Tlme, exdudlng Intergraph-observed holidays. .(b) Access to all published software Upgrades, updates. fixes and enhancements (c) Twenty-four-hour-per-<kly/seven-day-per-week access to problem Knowledge Base, an on-lIne self-help tool