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OSSI may require Customer to appoint a new System Administrator if OSSI determines that the <br /> System Administrator does not have the training or experience necessary to communicate <br /> effectively with the OSSI support personnel. <br /> Section 3 <br /> SCOPE OF SERVICES <br /> 3.1 -During the Agreement Tenn, OSSI shall render the following services in support of the <br /> Licensed Program, during Co-verage Hours, subject to the compensation fixed for each <br /> type of service in OSSI's current rate schedule: <br /> a. OSSI shall maintain a program control center capable of receiving by telephone any <br /> operator reports of system irregularities. <br /> b. OSSI shall maintain a telephone hot line that allows Customer to report system <br /> problems and seek assistance in use of the Licensed Program. <br /> c. OSSI shall maintain a trained staff capable of rendering the services set forth in this <br /> Agreement. <br /> d, OSSI shall be responsible for using all reasonable diligence in correcting verifiable <br /> and reproducible Errors when reported to OSSI in accordance with OSSI's standard <br /> reporting procedures. OSSI shall, after verifying that such an Error is present, initiate <br /> work, within Response Time, in a diligent manner toward development of an Error <br /> Correction. Following completion of the Error Correction, OSSI shall provide the <br /> Error Correction through a "temporary fix" consisting of sufficient programming and <br /> operating instructions to implement the Error Correction, and OSSI shall include the <br /> Error Correction in all subsequent Releases of the Licensed Program. OSSI shall not <br /> be responsible for correcting Errors in any version of the Licensed Program other than <br /> the most recent Release of the Licensed Program, provided that OSSI shall continue <br /> to support prior Releases superseded by recent Releases for a reasonable period <br /> sufficient to allow Customer to implement the newest Release, not to exceed 180 <br /> days. <br /> e. OSSI may, from time to time, issue new Releases of the Licensed Program to its <br /> customers generally, containing Error Corrections, minor Enhancements, and, in <br /> certain instances if OSSI so elects, major Enhancements. OSSI shall provide <br /> Customer with one copy of each new Release, without additional charge. OSSI shall <br /> provide reasonable assistance to help Customer install and operate each new Release, <br /> provided that such assistance, if required to be provided at Customer's facility, shall <br /> 1 be subject to the supplemental charges set forth in OSSI's current rate schedule. <br /> f. Subject to space availability and training fees, Customer may enroll its employees in <br /> OSSI's training classes. <br /> Application Software Support Agreement C- 4 <br />