170 Systems'® Solution Support Terms and Conditions:

170 Systems' Solution Support Services are provided for those licensed 170 MarkView® Programs and materials identified in a mutually executed agreement as being "Solution Support Materials." These terms and conditions are subject to change.

Solution Support:

With Solution Support, 170 Systems will troubleshoot problems related to Solution Support Materials and determine whether such problems represent a variance from agreed-upon design specifications as described in a client's 170 MarkView Setup and Configuration Document (or such detailed design as otherwise mutually identified by the parties). If an issue arises from a variance from relevant design specifications, a client will be entitled to have 170 Systems resolve the problems associated with Solution Support Materials for an hourly charge plus payment of out of pocket expenses.

Solution Support will be provided through Support Web, the 170 Systems' online support website. Solution Support addresses only problem correction. A client must purchase enhancements or functional changes to Solution Support Materials separately. If a client wishes to purchase enhancements or functional changes to Solution Support Materials, the client should contact its 170 Systems' Practice Manager.

Solution Support Contact Information:

Clients will have 7 x 24 access to the 170 Systems' online technical support knowledge database at Support Web. This database contains an extensive library of solutions to common client incidents and frequently asked questions/answers.

In the event that a client is not be able to resolve an incident with the information in the knowledge database, the client may contact 170 Systems for Solution Support during the business hours defined below via Support Web.

In the event that the Internet is inaccessible, 170 Systems provides a dedicated voice mail system, which can be reached by calling 800-788-6170 in North America and +44 0208 610 6709 in Europe. Only individuals from a client's organization who have been trained by 170 Systems in the proper use of the Solution Support Materials and pre-specified by the client will be allowed to contact 170 Systems' support or be provided with accounts to access the online Support Web.

Solution Support Response Time:

For any communication from a client requesting Solution Support, 170 Systems' standard response times are based on the severity of the incident. The severity is defined by the client's categorization of the incident when completing the required fields in Support website. Please refer to the table below for definitions and response times for each severity level. 170 Systems reserves the right to modify the severity of an incident if a client has incorrectly categorized the incident in Support Web.

Severity Level	Environment	Functionality Loss	Users Impacted	Response Time
1	Production	Major	Many or All	1 Business Hour
2	Production	Major Minor or None	Few or None Any	2 Business Hours
3	Non-Production	Any	Any	4 Business Hours

All Severity Level One incidents logged on Support Web will trigger an alert in 170 Systems' paging system.

Business Hours are defined as Monday through Friday, excluding official 170 Systems' company holidays, from 8 AM to 5 PM in the time zone in which client's corporate headquarters are located. For more information, please see Technical Support Contact and Business Hours Information. Requests received outside of Business Hours will be considered received at the beginning of the next business day for purposes of the response time commitment.

Response times represent the maximum time it will take a 170 Systems' Technical Support Analyst to acknowledge receipt of a client's reported incident and begin diagnoses. The response times are not a commitment to resolution of the incident. In the event the resolution of the incident requires escalation to another Technical Support Analyst and/or to 170 Systems' Professional Services Team, the Technical Support Analyst handling the incident will gather all required information and assign the issue to the appropriate resource.

Client's Escalation of Incidents:

A client may escalate an incident via Support Web. Escalation of Severity Level One incidents will trigger an alert in 170 Systems' paging system. Incidents may generally be escalated if the severity level of an incident increases and/or if the response time to an incident is deemed inadequate.

Exclusions:

Solution Support does not cover, (i) correction of database errors, (ii) operator training or training in general, or (iii) systems engineering services, programming and operations procedures of any sort. Solution Support is available only for Solution Support Materials as configured and delivered to the client by 170 Systems' Professional Services, using recommended hardware and where the use of the Solution Support Materials is in the manner for which the materials were designed.

It is 170 Systems' strong recommendation that a client apply all system changes in a test environment and thoroughly tests all changes before migrating such system changes into a production environment. Please see the detailed list of steps outlined in Support Web. Before making any systems changes, a client may wish to contact its 170 Systems' Practice Manager to discuss options for analyzing the overall impact of any changes on the client's 170 MarkView implementation.

Reinstatement of Solution Support Services:

If a client has failed to pay the Annual Solution Support Fees in prior year(s) and wishes to be reinstated in the Solution Support program, the client must pay the accumulated Annual Solution Support Fees for all years during which payment was not made.

Clients access Support Web here.