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RTS will provide four (4) hours of Developer training. Training covers implementation of any custom
<br />development required by the solution.
<br />RTS will provide up to eight (4) hours of Supervisor training. Training covers operation of the CCE
<br />Desktop, CCE Standard Reports, and the CCE Supervisor applications.
<br />RTS will provide up to sixteen (8) hours of Agent training. Training covers operation of the CCE Desktop
<br />as implemented for Client.
<br />3.3 Post Implementation Warranty and Support.
<br />Initial Warranty Period. RTS warranty for non - modified software begins after application installation and
<br />remains in effect for a period of ninety (90) days. Warranty support is provided during business day hours,
<br />8:30AM to 5:OOPM Monday through Friday, excluding RTS observed holidays. For after hours support, an
<br />optional 24 -hour warranty upgrade is available at an additional cost.
<br />Warranty Exclusions. RTS warranty will not apply if Client attempts to correct any errors in the software or
<br />alters or modifies any programming code or Deliverables. Client will promptly report any errors in the
<br />operation of the software to RTS and Client agrees not to take any actions that would increase the severity
<br />of the error. Client will use the Deliverables only for its Intended purpose and only In the manner intended.
<br />In the event that Client violates any of the requirements of this Section, RTS will have no responsibility to
<br />provide warranty support services, these requirements being express preconditions to the availability of
<br />RTS warranty support hereunder.
<br />Application Support. Upon expiration of the Initial Warranty Period, an annual support contract can be
<br />purchased. Business Day (8:30AM to 5:0013M, Monday through Friday) and 24 Hour (24 hours, seven days
<br />a week) support contracts are available. For application software, these contracts include required labor.
<br />At the expiration of the Business Day or 24 Hour support contract, or for coverage outside of Business Day
<br />coverage, support will be provided on a Time and Materials basis with no guaranteed response time. The
<br />hourly charge for Time and Materials support during normal business hours is $250.00 per hour. The hourly
<br />Time and Materials charge for after hour's emergencies Is two times the normal business hour rate, or
<br />currently, $500.00 per hour.
<br />4.1 RTS will provide the following under this Statement of Work:
<br />• Services to install and configure Contact Center Express components required to implement features
<br />and functions outlined in the Services Overview section of this Statement of Work
<br />4.2 All discoveries, ideas, concepts, theories, improvements, designs, original works of authorship, formulae,
<br />processes, algorithms, inventions, know -how, techniques, compositions of matter and any other information
<br />generated by RTS under this Statement of Work may be based upon RTS proprietary materials, including
<br />all intermediate and partial versions thereof, as well as all documentation, program materials, flowcharts,
<br />notes, outlines and the like that are created In connection therewith (collectively, the "RTS Work Product"),
<br />or Client's proprietary materials, including all intermediate and partial versions thereof, as well as all
<br />documentation, program materials, flowcharts, notes, outlines and the like that are created In connection
<br />therewith (collectively, the "Client Work Product"). The copyright, patent, trademark, trade secret and all
<br />other proprietary rights In the RTS Work Product and any derivative works created from the RTS Work
<br />Product will be the sole and exclusive property of RTS. Such ownership will inure to the benefit of RTS
<br />from the date of the conception, creation or fixation of the RTS Work Product in a tangible medium of
<br />expression, as applicable. To the extent that any RTS Work Product is imbedded in any deliverable, Client
<br />will have a non - exclusive, worldwide, fully paid -up, limited license to use, reproduce, copy and distribute
<br />such RTS Work Product for internal business purposes only. The copyright, patent, trademark, trade secret
<br />and all other proprietary rights In the Client Work Product and any derivative works created from the Client
<br />Work Product, will be the sole and exclusive property of Client.• Such ownership will inure to the benefit of
<br />Client from the date of conception, creation or fixation of the Client Work Product In a tangible medium of
<br />expression, as applicable.
<br />Statement of Work No. ORD- 23171 -EAMO . 6/23/09- /v -1.0
<br />Relational Technology Solutions "RTS" — Proprietary
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