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' g. OSSI shall consider and evaluate the development of Enhancements for the specific <br /> use of Customer and shall respond to Customer's requests for additional services <br /> pertaining to the Licensed Program (including, without limitation, data conversion <br /> and report-formatting assistance), provided that such assistance, if agreed to be <br /> provided, shall be subject to supplemental charges mutually agreed to by OSSI and <br /> Customer. <br /> ' h. OSSI software support, although primarily intended for OSSI application software, <br /> also extends to all operating systems where OSSI has an agreement with the supplier. <br /> OSSI will make a good faith effort to find solutions to all operating system problems. <br /> However, Customer must-be aware of the following facts: <br /> ' 1. In some cases, Customer is in a much better position to deal with operating system <br /> issues because they are on-site and because of technical expertise they may have. <br /> In these cases, OSSI recommends that they work directly with the hardware <br /> vendor on these matters. OSSI will still be available to provide assistance <br /> whenever needed. <br /> 2. OSSI is forced to work with the company that supplied the operating system. If <br /> that company fails to provide quality support, OSSI will not be able to provide <br /> Iquality support to our customers. <br /> 3. Some operating system problems can only be solved on-site. If and when this <br /> situation occurs, OSSI personnel will travel to Customer's site with Customer's <br /> approval. Customer will be billed according to the OSSI fee schedule for travel <br /> expenses and comprehensive per diem. <br /> 4. In the event that a bug is identified in the operating system, OSSI will <br /> immediately report the problem directly to the provider. However, we will be <br /> ' required to accept their schedule for fixing the problem. <br /> 5. If enhancement requests are made to OSSI for changes to the operating system, <br /> OSSI will pass them along to the provider. OSSI can make no commitments as to <br /> when or if, the enhancements will be included in future releases. <br /> ' 6. OSSI will provide assistance with operating system upgrades but Customer is <br /> responsible for obtaining the upgrade from the vendor and paying any required <br /> I fee. <br /> 7. Most operating system upgrades require on-site assistance. The fee for on-site <br /> ' assistance is not included with OSSI software support. <br /> 8. OSSI must approve all operating system upgrades in advance to verify that the <br /> 1 upgrade is necessary and compatible with the OSSI software. <br /> 3.2 The following items are specifically not covered by this agreement: <br /> Application Software Support Agreement C- 5 <br />