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immixTechnology,-Inc. <br />a subsidiary c~# ir~nizCirc~;p <br />• User guides <br />• System administrators guides <br />• Database views reference guides. <br />(xv) Customer Forums (Available to all Support Agreement customers) <br />Customer forums provide a unique opportunity to connect with other Contractor customers and to benefit from their real-world experiences. <br />Organized by product platform and using threaded messaging, the Forums allow Ordering Activity to post questions to other forum visitors - <br />orprovide advice to someone else's query. A chance to go beyond simple product "how to," many customers have commented on how the <br />forums have helped them gain a broader understanding of how to leverage their Contractor applications. <br />(xvi) Remote Support (Available to all Support Agreement customers) <br />A web-based screen-sharing application that enables Contractor to support Ordering Activity by empowering Contractor support <br />representatives to remotely view Ordering Activity's user's computer. By connecting through the Internet or via intranets and extranets, support <br />representatives will work in real time with Ordering Activity's users and quickly escalate to desktop sharing, which features mutual mouse and <br />keyboard control and whiteboard capability. <br />Per-event Software Service. <br />Ordering Activities seeking support outside their service coverage period or Services that are not covered by your Support service or Ordering <br />Activities without a Support Agreement on Active Product will be charged at the current Contractor hourly rate. <br />~» lilliu <br />~ E <br />phatte Suppprt <br />Day and Time (local time) :Minimum hours <br />Monday-Friday ~ 2 <br />8:00 a.m.-5:00 p.m. <br />jMonday-Thursday ~ 4 <br />5:01 p.m.-7:59 a.m. <br />E <br />Friday-Monday ~ 8 <br />5:01 p.m.-7:59 a.m. <br />Conditions: <br />1. Time billed is minimum billable hours and then one hour increments. <br />2. The 8:00 a.m.- 5:00 p.m. minimum billable hours apply to software support calls received prior to 5:00 p.m. local time Monday-Friday. <br />3. The response time for customers without a support agreement is within two business days. <br />4. Customers with a Support Agreement receive a 50 percent reduction from the minimum amount of hours. <br />5. Per-event rates are not discountable. <br />CONTRACTOR EQUIPMENT /HARDWARE SUPPORT SERVICE POLICIES <br />The following Contractor Support Services Policies shall apply to all Equipment /Hardware Support Services purchased by Ordering Activity: <br />Depot Exchange Service. <br />The premium hardware service option: Contractor ships a replacement unit on an advance exchange basis by next-business day delivery <br />where available if request is received prior to 2:00 p.m. Contractor recommends that Depot Exchange customers procure the appropriate <br />number of spare units to maintain adequate coverage while a unit is out of service. <br />How it works: <br />• Ordering Activity contacts Contractor to troubleshoot the problem. If unable to resolve the issue, Ordering Activity is issued a Return <br />Material Authorization (RMA) Case number to return the unit to ConVactor for repair. <br />• Ordering Activity installs its own spare unit from its inventory. <br />• Contractor ships a replacement unit on an advance exchange basis by next-business day delivery where available if request is <br />received prior to 2:00 p.m. <br />• Upon receipt of replacement, Ordering Activity sends the tenninal needing service back to the Contractor Equipment Services <br />Center. <br />GS-35F-0265X www.immixtechnology com Page ST-162 <br />