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Licensor personnel travel time or travel expenses. In response to written Licensee requests <br />for Licensor to provide on -site routine non-emergency support, Licensor shall produce a <br />written estimate of the time required to provide the requested support and state any <br />requirements, such as the presence of Licensee staff or other resources or materials. Any On- <br />Site Support provided by Licensor shall only be invoiced by Licensor or paid by Licensee if <br />the problem arose due to something other than a defect in the Software. <br />LICENSEE'S OBLIGATION <br />12. The Licensee Agrees to: <br />(a) Furnish descriptions of problem(s) in the form reasonably requested by Licensor <br />Support representatives; <br />(b) Assist Licensor's efforts to reproduce the problem(s) in the applicable operating <br />environment, and <br />(c) Make available qualified, trained staff on -site to carry out Licensor's instructions and /or <br />provide remote access to system(s) as requester( by Licensor. <br />13. The Licensee shall designate a sole Support Contact to provide routine end user support for <br />the Licensee personnel concerning the Product. <br />14, The Licensee shall take appropriate steps to educate its end users about the need to contact <br />the Support Contact (rather than Licensor directly) when support is needed. The Licensee <br />shall appropriately publicize the name, telephone number, and /or fax number and /or <br />electronic mail address if applicable, of the Support Contact. <br />15. Access to Data and System. The Licensee agrees to provide Licensor with data dumps, as <br />requested, remote access to the Software system, and with sufficient test time on the <br />Licensee's computer system to duplicate the problem, to certify that the problem is with the <br />Software, and to certify that the problem has been corrected. <br />16. The Licensee shall install and maintain for the tern of this Support and Maintenance <br />Agreement, a reasonable and satisfactory method of direct remote computer access to the <br />Software. The Licensee shall pay for the installation and maintenance of such access. <br />Licensor shall use this access service in connection with error correction, software updating <br />and user support only, and only upon prior written or email notice to the Licensee, and <br />Licensee's acknowledgment of that notice. <br />17. Licensor agrees that all release versions will be tested for installation in a computer <br />environment substantially similar to the Licensee's and that all releases will be free of <br />material defects that would affect the orderly continuation of Licensee's use of the Product, <br />18. The parties agree that Licensor is not obligated to ensure that its new release of the Software <br />is compatible with outdated (exceeding A years from date of initial release) hardware, <br />computer operating software or database engines). <br />Coplogic— FORS Setup and Subscription License Agreement (AST 11.20.15) 13 <br />25E -15 <br />