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c�C!' %V@' NETWORK <br />Quote <br />EXHIBIT 3 <br />MAINTENANCE EXHIBIT <br />25483 - 1 <br />,c�C�/v+PNETWORK SUPPORT AND MAINTENANCE HANDBOOK <br />ANNCJAL SUPPORT AI\D MAINTENANCE <br />The following supplies and services are included in Support and Maintenance: <br />- Unlimited technical support between 6:OOam and 6:OOpm Pacific Time, Monday through Friday via. <br />telephone (800.663.4991), email or web portal (http:;isunnorttheactivenetwork _ com) <br />• Unlimited phone support <br />for System Down issues on a 24 Fours x 7 days a week basis, provided that: <br />o Site has remote access and Internet email capability for extended support hours <br />o Support calls placed during extended support hours must be placed by an authorized contact <br />person <br />o Support calls during extended support hours are for `system down' problems that result in a <br />customer's inability to fulfill critical business functions (i.e., those pertaining to core functionality <br />such as processing registrations, memberships, rentals) and that have no reasonable work - around. <br />All other calls placed during extended support hours will be billed to the customer. <br />• Access to The Active Network, Inc.'s secure customer care web portal, discussion forums, knowledgebase <br />and online training materials <br />• Regular documentation and communication <br />• Support also includes, if such assistance can be provided in 15 minutes or less: <br />o Assistance troubleshooting Third Party products, e.g., Crystal Reports, Citrix client <br />o Assistance to isolate and /or troubleshoot difficulties resulting from sources other than The Active <br />Network, Inc. products and services, such as: <br />General network/internet support, e.g., network access, printing, internet access <br />PC hardware troubleshooting <br />PC setup, configuration and optimization <br />• Network operating system configuration and functionality <br />• Basic Microsoft Windows functionality (e.g., Windows Explorer or Internet Explorer) <br />Loss of supervisor or other password <br />ANNUAL SUPPORT AND MAINTENANCE <br />The following supplies and services are included in Support and Maintenance for non - hosted customers: <br />• New releases and version ofthe software and free assistant in planning upgrades <br />