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Applicability <br />These Maintenance and Support Guidelines ( "Maintenance and Support Guidelines ") applies If the Client has ordered any <br />of the services detailed herein pursuant to the receipt of a Price Quote from Tiburon, Inc. (hereinafter "Tiburon "), Any <br />services detailed herein that have not been ordered by the Client shall not apply or be provided to the Client by Tiburon. <br />These terms represent Tiburon's standard terms. These terms apply unless superseded by a specific Client agreement, <br />Term <br />Upon payment of the appropriate annual maintenance and support fees, Tiburon shall provide the Client with <br />maintenance and support services as set forth In these Maintenance and Support Guidelines for a twelve (12) month <br />period commencing on the anniversary date of final acceptance and shall be automatically renewed for additional twelve <br />(12) month periods until terminated In accordance with its terms. <br />Description of Technical Support Services <br />Technical Support Services <br />Tiburon's Technical Support Services department consists of technical specialists dedicated to providing the <br />highest level of technical support services to Its Clients. <br />Technical Support Services include the Help Desk Service, Software Updates Program, Product Specialist <br />Services and Training Services. <br />The Help Desk Service and Software Updates Program are provided on a per - product basis and available on an <br />annual or multi -year basis as detailed in the Client Quotation. <br />Help Desk Service <br />The Help Desk service includes technical support on products purchased from Tiburon including Tiburon licensed <br />products and 3rd party products. <br />The Help Desk provides 24 x 7 technical support to Clients for all Tiburon products. The Help Desk is staffed by <br />technical specialists, backed by 24 x 7 engineering support to handle high priority issues. <br />High priority issues that cannot be addressed expediently by the technical specialists alone are assigned to the 24 <br />x 7 engineering support staff, If the Issue cannot be addressed within the defined service level agreement (SLA) <br />In Table A, an escalation process Is automatically triggered involving senior management in order to take <br />Immediate action calling upon product experts as needed. This level of specialized technical support ensures <br />timely, accurate and effective support for Tiburon's Clients. <br />For urgent and high priority tickets (see Table A), Clients are requested to contact the Help Desk by phone in <br />order to obtain Immediate technical support using the following toll -free number; 1 (877) 4414648, <br />For routine and lower priority tickets (see Table A), Clients are encouraged to send an email to <br />DispatchNowSuppoit@tlburonino.com which includes caller contact information, site identification, affected <br />product and a short problem description. An email reply will acknowledge that Tiburon has received the Client's <br />email. A Help Desk representative will contact the Client with a ticket # and status within the timeframes defined In <br />the SLA (see below for details), <br />