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A. Software Defects: Saturate Upgrades & Support covers Issues or problems that are the result of <br />verifiable, reputable errors (FASTER will use all reasonable means to veray and repllate) In <br />the software ( "Verfiiable FASTER Acted "), An error will be a Verifiable FASTER Bend only If It <br />combines a material failure by the software to function In accordance with the applicable <br />software documentation. This documentation Includes the User Manuals Bar he CM products <br />and the detailed Requirements Doolment for which Customer signed -oft for any costomiation. <br />S. FASTER Software Support Cove rage: Customer will have moles to FASTERS Technical Software <br />Support Persommid(" Software Support') during Normal Business Hours. Forthepurposesoftbe <br />Agreement, Normal Business Hours are defined as 7:30 am to 6:00 pm EST /EDT, Monday <br />through Friday (excluding U.S. public holidays). Communications with Technical support maybe <br />via telephone ore mall. In addl to the support obligations Rated above, FASTER provides <br />emergency phone support twenty (24)noun a day, seven (7) days a week outside of Normal <br />Business Hours by having Support staff members owcall for phone support for issues defined <br />below under eEmemency FASTER SuppoM1" <br />6. Emergency FASTER Support is available when: A. The system is frozen; B. The system has <br />crashed and will not recover; or a Customer cannot process work In the system. <br />T. IT Support & Consulting Not Provided: Unless Customer contracted FASTER to provide hosting, <br />FASTER Support does not Include IT tasks such is hardware upgrades or changes; server <br />operating system or relational database management system Installs, patches or upgrades; <br />backup and restore or cluster recovery; virtual machine management; server and database <br />cluster tasks, etc. if FASTER is providing hosting, a separate schedule will address hosting and <br />hosting support). <br />S. Other Umbellate on Sup"M FASTER will provide trouble shooting and advice related to <br />mistakes Customer's employees may make (data deletion, data Input ¢rant, adminntretive or <br />user rs,etc.). Ac a courtesy, FASTERS Support Staff accepts such ells and is wOling to asset <br />Customer In attempting to resolve such Issues that are outside the scope of support outlined In <br />this Agreement. AS SUCK, while FASTER Staff often is able b add value In root cause analysis and <br />trouble shooting of Issues that are poll of FASTERS responsibilities, there may be occasions <br />when FASTER must discontinue support efforts on Issues that are outside of FAfTERs <br />remansibilllles to be attentive to other customers' support names. <br />9. Training: Support does not Include training. Uve- remote training via a welobased medium such <br />as GOTOMeeting can be provided for an additional cost. FASTER also offers Regional Training far <br />an added curt in geographic areas where there are concentrations of customers. <br />1D. Customers Responsibilities: <br />a. Customers Representative must be qualified and authorized to communicate all <br />necessary Informatlory must have administrative aaessto the FASTER application, must <br />FASLRvi Response to 5243 for Orange County, NC I Page 176 <br />