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1.10 "System Administrator." An agent of Customer with sufficient training and/or <br /> experience with a Software Product to communicate effectively with the OSSI Support <br /> personnel. <br /> 1.11 "Major Application Problem." The Licensed Software is not functioning to the point <br /> that the Licensed Software is the cause of the Customer not being able to book or release <br /> inmates in the Base JMS system. Therefore, the Base JMS system is down or non- <br /> operational because of the Licensed Software as determined by OSSI. <br /> 1.12 "Minor Application Problem." The Licensed Software functions with inconveniences <br /> or programmatic error; however, Licensed Software has not stopped Customer's daily <br /> operations. <br /> 1.13 "Non Application Problem." is a problem, which is determined by OSSI to have been <br /> caused by a source other than the Licensed Software, such as hardware failure, network <br /> malfunction, etc. <br /> Section 2 <br /> ELIGIBILITY FOR SUPPORT <br /> To be eligible for support for a Software Product, Customer must meet the following <br /> requirements. Acceptance of this Agreement by OSSI is conditioned upon confirmation by OSSI <br /> that a.Software Product is eligible for support. Customer agrees that the obligation of OSSI to <br /> continue to provide Services with respect to a Software Product shall terminate if, at any time <br /> during the term of this Agreement, these requirements are not met. Nothing in this Agreement <br /> shall be construed to obligate OSSI to make available to Customer support for a Software <br /> Product for so long as Customer shall not have a valid Software Agreement for such Software <br /> Product. <br /> To be eligible for Software Support for a Software Product, Customer must meet all of the <br /> following requirements: <br /> A. Customer has a valid Computer Software License Agreement for the Software <br /> Product. <br /> B. Customer has a System,Administrator. <br /> C. The hardware configuration on which the Software Product is to be used is supported <br /> by OSSI, <br /> D. Customer must be in compliance with the schedule of payments. <br /> Application Software Support Agreement C- 3 <br />