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~mmixTechnc~logy, Inc.. <br />asubsidsarycf Irnrnisctirct~p <br />(ii) In addition to the Support exclusions above the following Services are NOT covered and are subject to the applicable Contractor Service <br />rates: <br />(a) Configuration Changes, Reprogramming, New Programming such as, but not limited to, Work Rules, Pay Rules, Accrual Rules, <br />Profiles, and Fields <br />(b) Creating New Schedules <br />(c) Terminal Programming and Cold Start <br />(d) Pay Period Changes <br />(e) Programming, modifying, implementing, training or troubleshooting the following: <br />1. Data integration intertaces (i.e. Connect, Integration Manager) <br />2. Custom Reports <br />3. Custom Application extensions <br />(f) Editing Process Manager templates and creating new templates <br />(g) Installing or reinstalling Applications such as, but not limited to, <br />1. Adding a Workstation <br />2. Moving the Application <br />3. Reinstalling following a Hard Drive Crash <br />(h) Database Administration Maintenance or Services such as, but not limited to, <br />1. Database maintenance scripts <br />2. Writing or customizing database scripts for data reporting and/or retrieval <br />3. Pertormance Tuning <br />4. Sizing <br />5. Disaster Recovery <br />6. Database backup strategy and/or setup <br />(i) Establishing aNon-Production Environment such as, but not limited to, <br />1. Test environments, i.e., application servers, database servers <br />2. K-Demo <br />(j) Troubleshooting Environmental Issues such as, but not limited to, <br />1. Operating System <br />2. Network Issues <br />3. Firewalls <br />4. Servers <br />5. Workstations <br />6. Single Sign On <br />(k) Custom Reports or Custom Application Extensions <br />(I) Implementation or configuration services related to upgrading product such as, but not limited to, <br />1. Software implementation <br />2. Porting custom software (i.e., reports) <br />3. Change management <br />4. Training <br />5. New functionality deployment <br />6. Application interfaces <br />(m) Service to Contractor custom software is not provided, unless otherwise specified on the applicable Order Form for such custom <br />software. <br />(n) Importing new data i.e. from acquisitions or purchasing of another company. <br />(o) Load balancing configuration <br />(p) Virtual server configuration <br />Support Discontinuance -End of Life <br />Contractor may discontinue support for the Software upon 30 days written notice to Ordering Activity, or at the anniversary date of the relevant <br />support Attachment A, whichever is longer. If such support is discontinued during the initial or any renewal term of the relevant support <br />Attachment A, the remaining value of the Attachment A will be left as a credit on the account to be applied against any future invoices. <br />Reinstatement of Support Services. <br />In the event that Ordering Activity allows Software or Equipment support services to lapse or if Ordering Activity did not originally purchase <br />Software or Equipment support services and wishes to reinstate or procure such services, Ordering Activity must pay (i) the support services <br />fees at list price for such lapsed or un-procured time period for when the products were not on support; and (ii) the annual support services at <br />the then current list price for the applicable product(s), plus twenty per cent (20%) of the support services fees. <br />Service Coverage Period: <br />8:00 a.m. to 5:00 p.m., local time, Monday through Friday, excluding Contractor holidays, with access to Contractor's technical support <br />staff -Silver Support. <br />The availability of Silver support for new purchases was discontinued on July 1, 2007, and for Silver support Attachment A renewals on <br />May 1, 2008. <br />~s-sar-u~ti5x www.immixtechnoloov.com Page ST-158 <br />