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Warranty & Maintenance Support Version 8.1 Guidelines & Options <br />6. OTHER SERVICES <br />6.1 SOFTWARE UPDATE SERVICES <br />If the Customer has purchased the Software Updates Program, the Customer will be entitled to receive <br />new General Availability (GA) releases of the Service Provider licensed software products purchased by <br />the Customer as they may become available, <br />The Software Updates Program provided hereunder does not include any of the following: <br />1. Installation, configuration and training services, Upon reasonable notice from the Customer, <br />Service Provider will provide a Quote Document to the Customer on a time and materials basis at <br />Service Provider's then current rates for such services; <br />2. Modifications or customization of the Software other than corrections of Defects made or <br />provided under these Maintenance and Support Guidelines; <br />3. Consultation for new programs or equipment; <br />4. Correction of problems, and assistance regarding problems, caused by operator errors, including <br />but not limited to the entry of incorrect data and the maintenance of inadequate backup copies and <br />improper procedures; and/or <br />5. Correction of errors attributable to software other than the licensed Software. <br />Upgrade of the Customer's Hardware, Operating System, and /or third party software may be required <br />from time to time to support New Releases, Maintenance Releases or Upgrades of the Software. The <br />Customer shall be solely responsible for the cost of such upgrades unless expressly stated otherwise. <br />6.2 PRODUCT MODIFICATION REQUESTS <br />Product Modification Requests may be identified in several ways: <br />In evaluating a TSR, it is determined that the existing solution is functioning as designed. <br />A Client wants to extend their Tiburon solution or obtain additional optional services, and <br />requests a quote for new fimctionality, <br />Once a TSR is identified as a product modification request, the case is updated to reflect this and assigned <br />to the Client Liaison. The Client Liaison contacts and advises the Client of the new classification. The <br />TSR is then assigned to the Account Executive and the TSR is closed. Once the Account Executive is <br />notified of this request, the following actions occur: <br />The Account Executive works with the Client to clarify the request and produce the requirements <br />for Engineering to quote the request <br />Engineering and/or Operations evaluates the request, determining the mix of customized <br />development, configuration, testing and documentation required to deliver the request <br />The Account Executive takes the information from Engineering and produces a quote for the <br />Client <br />Tiburon, Inc. July 1, 2015 Page 26 <br />A TriTech Software Systems Company <br />25C -41 <br />