Maintenance Includes:

• Provides e-mail, telephone and facsimile services to answer installation, configuration, usage and basic how-to questions regarding the Maintained Software;
• Reasonable diligence to correct verifiable and reproducible Errors, provided we have notice that an Error in the Maintained Software has occurred via e-mail, online help desk, or facsimile communication AND the receipt of which has been acknowledged to you (to prevent the possibility of lost emails/faxes from hindering a timely response);
• Reasonable efforts to respond to you within three (3) business days to give an assessment of the scope and severity of each Error and a time period within which the problem may be addressed or resolved;
• Provides you with one (1) copy of each new Release published during a Maintenance Term, without additional charge.

Annual Renewal

The “Renewal Date” for the Maintenance and Optional Support Level (if selected) is on the anniversary date of the Effective Maintenance Date.

Silver Support Adds:

1. Priority Error response according to severity:

• Fatal Error Initiate work to resolve the problem as quickly as possible and work non-stop during business hours to provide a work around for the Error as soon as possible.
• Major Error Provide a planned resolution approach within two (2) business days of such notification, including the potential option to create a patch to remediate the Error.
• Moderate Error Seek to provide a work around within ten (10) business days of receiving the Error notification.
• Minor Error Provide a work around with the next software Release.

2. Developer Assistance Reduced Rate Availability

Access to the expertise of XVT software engineering department consultant(s) to answer how-to and usage questions about the Supported Software, up to the maximum number of hours pre-purchased by you. Hours must be purchased in minimum blocks of $440, which represents four (4) hours, and are billed at $90 per hour (a 40% reduction from our standard hourly rate). To use this service at this rate, you must have current maintenance and silver support, and have pre-paid hours available.