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Billable Support Services <br />The services listed below are services that are out of scope of your support and maintenance <br />agreement and are therefore considered billable services. <br />• Extended telephone training <br />• Forms redesign or creation (includes Bill Prints, Notice Prints and Letters, Permits, etc.) <br />• Setup & changes to hand -held interface or creation of new interface <br />• Setup of new services or changes to services (POP, ACH, etc.) <br />• File imports /exports - Interfaces to other applications <br />• Refreshes, backups, restores, setting up test areas <br />• Setup of new printers, printer setup changes <br />• Custom modifications (reports, bills, forms, reversal of customizations) <br />• Setting tip additional companies / agencies / tokens / general ledgers <br />• Data conversions / global modification to setup table data <br />• Database maintenance, repairs & optimization <br />• Extended Hardware & Operating System support <br />• Upgrades & support of third party software <br />• Installations / re- installations (workstations, servers) <br />• iNovah Public API consulting <br />'rest Databases & Environments <br />We support customers in the maintenance of independent Test Environments for testing <br />purposes. This allows customers the opportunity to test fixes, modifications, new business <br />processes and/or scenarios without risking any potentially unwanted changes to the live <br />environment. The creation of Test Databases & Environments is a billable service, quotations & <br />incremental maintenance rates will be provided on request. <br />Connection Methods <br />To ensure we can effectively support our clients, we require that a communication link is <br />established and maintained between our two sites. It is the client's responsibility to ensure the <br />connection is valid at your location so that we can connect to your site and resolve any issues. <br />Our supported methods of connection axe: Direct internet, Virtual Private Network (VPN), <br />Remote Access Server (W). <br />I x. <br />25E -21 <br />