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