1. Telephone Support

The Company will provide assistance by responding to telephone queries or email queries raised by the Customer relating to the Product(s) included this Agreement between the hours of 9.00am and 5.00pm GMT on Monday through Friday (excluding Bank Holidays and other recognised holiday periods in the UK). It will use its best endeavours to give a response on the intended course of action to a software query within 24 hours of the query being received.

a) On-site Support
On-site Support will be given for an additional cost of $1000 per day, plus the expense of flights and travel, not to exceed $5000.

b) Software Updates
The Company will provide the Customer with new versions of Product(s) within two weeks of official upgrade software release. If it is necessary for the Company to visit the Customer's site to affect the upgrade, an implementation charge will be made for the implementation time. The charges will not exceed the Company's then current standard scale of charges, or in the absence of a standard scale, such charges as are reasonable in the circumstances.

2. Conditions of Service

a) Staff Training
The Company represents and warrants that any of its staff working with the Product(s) shall have had the proper skill, suitable training and background so as to be able to perform in a competent and professional manner in the application and/or technical aspects of the Product commensurate with their role and that all work will be so performed in a manner compatible with Customer's business operations at its premises.
In addition, Company will provide to Customer the following elements of training:
PDF digital training manuals
Up to 2 online conference calls, each lasting up to 2 hours each, and train up to 10 of Customer's staff in all aspects of using the Product

b) Enhancements
Any enhancements that add new functionality beyond that currently available in the Product ordered by the Customer will not be provided for within this agreement. Any such enhancements will result in either an additional or revised Agreement to cover such modifications. Upgrades, updates or modifications that improve the current functionality or correct errors shall be included within the Annual Support Cost and delivered when commercially available.

c) Reporting Errors
The Customer will report all errors discovered by email to the Company. In the event of an urgent problem, then a telephone call may be made but confirmation must be made in writing by email. Company shall fix such errors within seven (7) working days.

d) Identification of Responsibilities
The Company is not responsible for the maintenance and upkeep of the Customer hardware infrastructure, network security, server operating system or client systems. The Company is responsible for the supply, support, maintenance and upgrades of the Product.