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'10 V Network Computing Corporation Upon notification of acceptance in the test environment, Client will notify NCC in writing if assistance is required in moving the new release and data (if a conversion) into a production environment and appropriate timing of assistance will be scheduled. 10. TECHNICAL TUNING NCC will provide to Client services necessary to "tune" the system which shall include running performance diagnostics, balancing the database on the various disks and running other routines necessary to improve the throughput of the system. Client will schedule this activity with NCC with appropriate notice and Client .~ will run a system backup prior to NCC performing these services. Client is entitled to two such tunings per maintenance year. Other tunings, if requested, are at the rate specified in Exhibit C. 11. PROCEDURAL REVIEW At no additional cost, Client may, twice a year, request NCC to review and comment on their computer operating procedures, Such review will include written recommendations, and follow up verbal discussion if requested, as to how to improve the efficiency and reduce the risk of the current procedures. It will be the Client's responsibility to evaluate and implement any proposed changes or suggestions to the procedures. 12. ADDITIONAL TECHNICAL SERVICE Services for technical services related to disaster recovery, disk or database rebuilds not specifically addressed in the agreement shall be charged at hourly rate specified in Exhibit "C" for over three (3) disk or database rebuilds per maintenance year. Client purchased third party software~ or other services related to any hardware related issues including but not limited to installing new equipment, assisting in troubleshooting errors or malfunctions caused by third party hardware or software, or any other technical assistance not specifically addressed in the Agreement shall be charged at the hourly rate specified in Exhibit C. It is the Client's responsibility to ensure that proper backup and disaster recover plans are in place. Client may, at the rates specified in Exhibit C, request NCC assistance in developing backup, operating or disaster recovery plans. 13. CLASSES From time to time, NCC will offer classes at NCC's location on the Licensed Software, Report Writer, I Technical topics or other areas. These classes will be at one-half the standard prices. 14. REVISION PARTICIPATION Client shall have the ability to review the current list of items on NCC's revision list to assist in the prioritization of items that will be included in the next release of the software. The ultimate decision will be made by NCC given resource requirements, availability and feedback from other customers allowed to participate in this discussion. 15. SYSTEM UPGRADE Client may, if needed, upgrade to a larger machine and incur no additional NCC application software license fee for such an upgrade. The upgrade may move them into a higher maintenance bracket. 20