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Licensor personnel travel time or travel expenses. In response to written Licensee requests for Licensor to provide on -site routine non - emergency support, Licensor shall produce a written estimate of the time required to provide the requested support and state any requirements, such as the presence of Licensee staff or other resources or materials. Any On- Site Support provided by Licensor shall only be invoiced by Licensor or paid by Licensee if the problem arose due to something other than a defect in the Software. LICENSEE'S OBLIGATION 12. The Licensee Agrees to: (a) Furnish descriptions of problem(s) in the form reasonably requested by Licensor Support representatives; (b) Assist Licensor's efforts to reproduce the problem(s) in the applicable operating environment, and (c) Make available qualified, trained staff on -site to carry out Licensor's instructions and/or provide remote access to system(s) as requested by Licensor. 13, The Licensee shall designate a sole Support Contact to provide routine end user support for the Licensee personnel concerning the Product. 14. The Licensee shall take appropriate steps to educate its end users about the need to contact the Support Contact (rather than Licensor directly) when support is needed. The Licensee shall appropriately publicize the name, telephone number, and /or fax number and /or electronic trail address if applicable, of the Support Contact. 15. Access to Data and System. The Licensee agrees to provide Licensor with data dumps, as requested, remote access to the Software system, and with sufficient test time on the Licensee's computer system to duplicate the problem, to certify that the problem is with the Software, and to certify that the problem has been corrected. 16. The Licensee shall install and maintain for the term of this Support and Maintenance Agreement, a reasonable and satisfactory method of direct remote computer access to the Software. The Licensee shall pay for the installation and maintenance of such access. Licensor shall use this access service in connection with error correction, software updating and user support only, and only upon prior written or email notice to the Licensee, and Licensee's acknowledgment of that notice. 17. Licensor agrees that all release versions will be tested for installation in a computer environment substantially similar to the Licensee's and that all releases will be free of material defects that would affect the orderly continuation of Licensee's use of the Product. IS. The parties agree that Licensor is not obligated to ensure that its new release of the Software is compatible with outdated (exceeding 4 years from date of initial release) hardware, computer operating software or database engines). Coplogic — DORS Setup and Subscription License Agreement (AST l 1.20.15) 13