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Exhrbft A COTS Software, except DMC Software (d) Complete problem dlagnosfic support (ThIs often extends to data related problems that have nothing to do With Intergraph software Issues. It should be noted that when Intergraph solves a data related problem. It v.1II provide the instructions for solving the problem to the customer but not the actual solution. For example. if a customer has difficulty in performing' a bundle adjustment due to a data problem. Intergraph wil instrl.lct the customer on the proper steps to solve the problem. but win not. In general. provide the results of the adjustment.) Services are limited to the specific Security. Govemment & Infrasfructure products listed on the Quote and functioning on the appropriate Intergraph-supported operating system. Intergraph will notify Customer when Upgrades are mode available for any Covered Products for which Standard Service has been purchased. Upgrades are shipped upon Customer request. Standard Selvlce is only avanabJe for the current version and the one version prior to the current version of a partlculer Security, Government & Infrastructure software product. ' . Standard Service may not be avaDoble for an software products. A 1.3 Advantage Service Advantage Service support win be provided to the Customer during the hours of 7ro a.m. to 700 p.m. Cen1ral'Time. Monday through Friday. excluding Intergroph<>bselVed holidays. ,Advantage Service wiD Include and be limited to the following for Security. Government & Infrastructure software products tisted on the Quote as having Advantage level support under the Agreement: (a) Oul-of-the-box functionality support via the Help Desk (telephone or eService via Intergraph's web site) Phone support for aU priority levels of software errors is avaDable on normal business days from 7 AM - 7PM Central Time; excluding Intergraph-observed holidays. (b) Twenfy..four-hol.r-per-day/seven-day-per-week access to problem Knowledge Base, an on-line self-help tool SelVices are fimlted to the specific Security, Govemment & Infrasfn.Jcture products fisted on the Quote and functioning ,on the appropriate Intergraph-supporfed operating system. Will Advantage Setvfce the Customer Is not ellgble to receive Upgrades or new releases to any software fof whIch 'Advantage ServIce Is contracted. " Advantage ServIce may not be available for aU software products. I l l I i i , I i I A.2 EXCLUDED SOfTWARE SERVICES Services are limited to specific software products listed on the Quote and functioning on the appropriate Intergroph supported operating system. Support for the following is outside the scope of this Exhibit and may be available under a dIfferent category of Service or through a separate agreement: (a) Software malfuncHons from causes other than through the ordinCJ/)' and intended use of the software (b) Installaflon of any software, Upgrades. fIXes or releases (c) Nefwork configuration Cd) System-level tuning and optimization (e) Programming or software development (f) InsfaRation of Custom Interface Software '(g) Product training Services provided by Intergraph under this Exhibit shall not include support calls that are necessary due to failure of software not supplied by Intergraph and not covered in the Agreement.