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<br />KRONOS WEBTA SUPPORT POLICIES AND SERVICES
<br />The current Gold Support standard policies and maintenance services for the Kronos webTA family of products are listed below unless
<br />the Ordering Activity has different agreements in their existing contracts governing their maintenance support services. In the absence of
<br />a specific maintenance support services contract between Contractor and the Ordering Activity the maintenance support services listed in
<br />this document prevail.
<br />Kronos webTA customers are only eligible to receive Gold Support. Kronos Gold Plus, Platinum and Plus Programs are not available
<br />under webTA support and maintenance agreements.
<br />Product Coverage
<br />For each product installation in the Kronos webTA family of products, Ordering Activity's must purchase the same software support service
<br />type for all Kronos webTA software products. The Kronos webTA family of products is sold to entities within the U.S. Federal Government.
<br />The Supported Product List for the Kronos webTA family of products is as follows:
<br />• Kronos webTA -time, attendance & leave management
<br />• Kronos webLM -labor, project & activities tracking & costing
<br />• Kronos webTA Services - interoperability, interfacing, SOA, API
<br />• Kronos webTA Mobile -mobile access to webTA &webLM
<br />• Kronos webTA Mobile Supervisor -mobile access to webTA &webLM
<br />• Kronos webTA Report Server -web based reporting server
<br />• Kronos webTA Reports -web based webTA reporting, analytics, OLAP
<br />• Kronos webTA Smart-time -suggestion based time, attendance & leave
<br />• Kronos webTA Console -dash board information views
<br />• Kronos webTA Guide -service enabled on line training module
<br />Kronos webTA Family of Products
<br />Contractor through Kronos only provides maintenance service support for the current version (for example, 4.x.x) and the immediate prior
<br />supported version and release (for example, 3.8.x) of the Software for a maximum of 24 months. Resolution of an issue may require that a
<br />customer upgrade to the current release or version of the Software.
<br />Contractor through Kronos defines Version, Release, and Service Pack as follows -
<br />Version: A software product upgrade that includes major new features or functionality.
<br />Release: A software product upgrade that includes minor new features or functionality.
<br />Service Pack: One or more defect repairs bundled into a single update. Service Packs are cumulative -Service Pack "N" will, at
<br />minimum, include all of the changes delivered in Service Pack N-1.
<br />Note: the software product hierarchy is: Version, Release, Service Pack
<br />Support Exclusions
<br />Support service does not include service to the Software resulting from, or associated with:
<br />1. Any cause external to the Software including, but not limited to, electrical work, fire, flood, water, wind, lightning and transportation, or
<br />any act of God; or
<br />2. Ordering Activity's failure to continually provide a suitable installation environment as specified in Kronos' specifications; or
<br />3. Ordering Activity's improper use, management or supervision of the Software or other failure to use the Software in accordance with
<br />Kronos' specifications; or
<br />4. Ordering Activity's repair, attempted repair or modification of the Software without prior authorization from Contractor; or
<br />5. Ordering Activity's use of the Software for purposes other than those for which they are designed or the use of accessories or supplies
<br />not approved by Contractor, or
<br />6. Ordering Activity's computer or operating system malfunctions; or
<br />7. Services required for application programs and/or conversions from products or software not supplied by Contractor through Kronos; or
<br />8. If a Gient alters the database in any manner on their own without partnering with Contractor then the maintenance support and wan'anties
<br />are no longer valid; or
<br />9. Re-programming, including reconfiguration of the Software or the rebuilding of Ordering Activity's database.
<br />10. Contractor through Kronos will support or implement Software under the currently supported releases of 3rd party vendor infrastructure
<br />products (database, operating, and application software) only.
<br />In addition to the Support exclusions above the following Services are NOT covered by your Kronos Support Service Agreement and are
<br />subject to the current Kronos Professional Service rates.
<br />1. Configuration Changes, Reprogramming, New Programming such as, but not limited to, Work Rules, Pay Rules, Accrual Rules, Profiles,
<br />pay plans, work schedules, accounting structures, workflows, role definitions, and interfaces .Creating New Business Rules
<br />a. Terminal Programming and Cold Start
<br />b. Pay Period Changes
<br />2. IT related maintenance
<br />a. Unsupported Operating System, Database, or Software
<br />b. Database Software upgrades
<br />c. Middleware upgrades
<br />d. Performance related issues caused by non application events
<br />GS-35F-0265X www.immixtechnoloo~om Page ST-165
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