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aRT STREET camava® <br /> i n t e r a c t i v e <br /> 10. Support, Maintenance and Enhancement Definitions <br /> i. Support: To resolve day to day issues that come in the application without editing the source code <br /> or database. <br /> ii. Maintenance: To resolve day to day issues that come in the application by editing the source code <br /> or database. The standard maintenance package includes 3 hours of developer maintenance per <br /> month. ASI reserves the right to charge for maintenance work over 3 hours (during one month) as <br /> per the "Rate Schedule" listed in Section VIII of this document. <br /> iii. Enhancement: To add new features or capability to the software as new requirements or Process <br /> improvement initiatives. ASI reserves the right to charge for enhancements as per the "Rate <br /> Schedule" listed in Section IX of this document. Any enhancement can be quoted before work <br /> begins at the request of the client, otherwise any enhancement which has a cost greater than <br /> $500.00 in cost will be quoted before work begins. <br /> 11. Support Conditions <br /> Art Street Interactive reserves the right to restrict support and maintenance for any application <br /> license to: <br /> i. Issues related to the application program itself (for example, without limitation, ASI does <br /> not offer support for "How to program in HTML, .NET or ASP ", and if Client wishes to <br /> customize Client's application beyond what is explicitly provided for in this Work Letter, <br /> Client must request a written upgrade contract, which must then be agreed to and signed <br /> by both ASI and Client). <br /> ii. Minor system maintenance. This technical maintenance shall not exceed 3 hours of <br /> developer involvement per month. Maintenance that is larger in scale or time may be <br /> quoted per the published rate schedule and may require payment for such services by the <br /> client. <br /> iii. Occasional upgrades of the system to include new fixes and /or features. These upgrades <br /> do not have any guaranteed frequency or inherent increase of system functionality. <br /> Upgrades are designed and distributed at the sole discretion of ASI. <br /> iv. A limited number of company representatives per application sale. One contact person <br /> should make all support requests on behalf of users within their department. Two <br /> additional persons may be designated in the event of the primary person is unavailable. <br /> v. Unmodified code. Only software modified by Art Street Interactive or as directed by Art <br /> Street Interactive is subject to free support. <br /> vi. Software or applications for which full payment has been received. <br /> vii. Software or applications patched, updated, or otherwise upgraded by Art Street Interactive <br /> within previous three years. <br /> 12. Unsupported Programs <br /> Customers with unsupported programs do not receive updates, maintenance releases, patches, <br /> telephone assistance, or any other technical support services for the unsupported programs. <br /> Work Letter #RPC001 a <br /> 12 <br />