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SCHEDULE C - MAINTENANCE AND SUPPORT GUIDELINES <br /> <br />1. limited training questions (15 minutes) <br /> <br />m. database tuning / optimization <br /> <br />a. customer care program <br /> <br />b. quarterly news letter with support tips <br /> <br />c. technical support bulletins <br /> <br />q. communication on new products and services <br /> <br />r. outstanding calls report with conference call as required <br /> <br />s. free estimate and design review for potential enhancements or custom modifications <br /> <br />t. assist with printer setup within the Software provided it is setup correctly in the <br /> operating system. <br /> <br />3. Billable Software Maintenance and Support Services <br /> <br />The following services are outside the scope of the Software Maintenance and Support Fees, and <br />shall be provided by Harris, upon request, at Harris' Standard Rate: <br /> · on-site training <br /> o extended telephone training <br /> o forms redesign or creation (includes bill prints and letters) <br /> · creation of new interface <br /> <br /> · file imports/exports - interfaces to other applications <br /> · setting up test areas on file server <br /> · custom modifications <br /> <br /> ° addition of tokens for letters module <br /> · setting up additional companies <br /> · postal code updates <br /> · notice prints <br /> <br /> · reversal ofcustom code <br /> <br />22 <br /> <br /> <br />