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Attachment C: Software Upgrades & Support Agreement: <br />I. Scope: Software Upgrades& Support will consist of. (I). Upgrades to the Commercial OR the Shelf <br />(COTS) software and Custom soRwsre lined in Section -3; (ii). Correction ofdefeet to keep the <br />software in conformance with the applicable user documentation as noted in Section -4; and (iii). <br />Telephone support l and in Section 5. <br />Support will act include: d) set -up, installation, or configuration of herdwent and safiware required <br />for the Customer to access the FASTER mftware unless a separate honing or growers "a Service <br />(Seas) addendum is included in this Agreement. <br />To the extent Customer used a previous version of the soornme or a Racy FASTER product and <br />maintains that version or legacy FASTER pmdu sq this Agreement does not extend Software <br />Upgm lm & Support to fiat previous version or a legacy FASTER product unless specifically sound. <br />Software Upgrades and Support fora previous software version or legacy FASTER product will <br />require a separate Software Upgrade & Support Agreement at an additional cost. <br />2. Representative. Customer will identify bath a Representative and an altemate to he designated as <br />FASTER's comect(s) for communicating with FASTER concerning Support, making other requests, <br />or providing notice under this Agreement- Customer may change the Representative upon notice m <br />FASTER (other members of Customer's Team may place support calls to FASTER Support). <br />3. Software Upgrades: <br />a. All software from FASTER requires that Me Software Upgrade& Support Agreement be <br />renewed annually by Customer. After Be first year, Software Upgrade & Support will <br />aummatimilly renew unless Customer cancels per the unnaim6on provisions idmflAw <br />herein. Servers Upgrade & Support provides the following upgrade benefit: <br />i. Upgrades f the Core COTS product. Each new version release of Me specific <br />'Coro COTS Product;' which are included under this Agreement, are provided at no <br />sddM cast to Customer. As long as Software Upgrade & Support is maintained, <br />Customer is entitled to new version ramous of the FASTER product included under <br />this Agreement. <br />it. Upgrades to Add-on Products and Cusiomivations: All AM- an Products and <br />casmmia.tione will be upgraded to function with new versions of the Care COTS <br />Product to long as Customer continues to renew Software Upgrade & Support. And <br />as long as Customer remains current on Software Upgrade and Support, the <br />Customer may license additional add -ors. <br />4. Software Defects: Software Upgrades& Support covers issues or problems that are the result ofs <br />verifiable, replicable errors (FASTER will use all reasonable means to verify and replicate) in Be <br />activation ( "Verifiable FASTER DefeW). An error will be a Verifiable FASTER Deket only if it <br />co atimna a material failure by the software to function in accoNmce with the applicable software <br />documentation. This documentation includes the User Manuals for Me COTS products and the <br />detailed Requirements Document for which Customer signed -off for my cusicmisation. <br />5. FASTER Software Support Coverage: Customer will have access to FASTER's Technical Software <br />Support Personnel( "SOHSVere Support") during Nomad Business Hours. Far Nepurposesofthis <br />Agreement, Normal Business Hours are defined as )J0 sm to 6:00 pm ESTXDT, Monday through <br />Friday (excluding U.S. public holidays). Communications with Technical Support may be via <br />telephone or e-mail. In addition to fire support obligations listed above, FASTER provides <br />emergency phone support twenty (24) boom a day, seven (1) days a week outside of Normal <br />RevaeJIG17 1 <br />