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<br />PART 1 . DESCRIPTION OF LEVELS OF SUPPORT <br /> <br />Levels of support available: <br /> <br />1. Support Services, Fees, and Rates <br /> <br />1,1. Basic Support <br />Basic Support includes the following: <br />· unlimited toll free telephone support between 6:00 am and 5:30 pm Pacific Standard Time (PST) Mon - Fri and <br />· unlimited dial-in access support (see Notes a, band c below for qualification) for "system down" issues only between <br />5 a.m. - 6 a.m. (PST) weekdays and 5:00 a.m. - 11 :00 p.m. (PST) Saturday and Sunday <br />Maintenance <br />· limited report customization & query support (those calls that can be dealt with in less than 15 minutes will be non- <br />billable) <br />· regular documentation, communications and updates provided to the Customer <br />· access to CSS's secure Web site <br />· software upgrades and new releases <br /> <br />Note: <br />a) Qualifying sites must have direct dial-in and Internet e-mail capability for Extended Support hours. <br />b) Support calls placed during Extended Support hours must be placed through an authorized contact person. <br />Extended Support is available for "system down" problems only that result in the Customer's inability to fulfill critical business <br />functions (i.e. those pertaining to core functionality such as processing registrations, memberships, rentals) and that have <br />no reasonable work-around. All other calls - including all calls related to upgrades - placed by the Customer within <br />Extended Support hours (5 - 6 AM and 5:30 PM - 11:00 PM Monday - Friday, and 5 AM - 11 PM Saturday and Sunday) <br />will be billable on the basis of time and materials ($250 per incident up to one hour, $125 per hour thereafter). <br /> <br />1.2. Premium Support <br />Premium Support includes the following: <br />· the same services as Basic Support but is also available during extended hours and includes upgrades <br /> <br />Note: <br />a) Qualifying sites must have direct dial-in and Internet e-mail capability for Extended Support hours. <br />b) Qualifying sites must be on prevailing support fee structure. <br />c) Support calls placed during extended Support hours must be placed through an authorized contact person. <br /> <br />1.3. Holiday Hours <br />The CSS Support Desk will be open with reduced staff on the following Canadian statutory holidays: Good Friday; Victoria Day <br />(3rd Monday in May); Canada Day (July 1st); BC Day (1st Monday in August); Thanksgiving (2nd Monday in Oct); Remembrance <br />Day (November 11); Boxing Day (December 26). On the following holidays, the CSS Support Desk will be closed: New Year's <br />Day, Christmas Day, Labor Day (1st Monday in September). <br /> <br />Class Software Services Agreement <br /> <br />Page 3 <br /> <br />07/11/00 <br />