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�400)11'h "I / " / 1,10000111 2018 Systems & Software Support Program Guidelines <br />Systems <br />& Software <br />Other <br />The Customer is responsible for <br />enQuesta user maintenance and <br />general system administration, The <br />Customer is also responsible for any <br />file or report import/export to non- <br />enQuesta servers. <br />C <br />C <br />C <br />• Alerting of error conditions <br />• Detection of changed files <br />Disk Storage Capacity <br />• JBOSS — Up/Down, Memory <br />and Thread use <br />• Back -Up Completed/Failed <br />• Oracle, Up/Down <br />eRC Up/Down <br />IVR WebService <br />System <br />Tablespace, monitoring to <br />S <br />S <br />S <br />Monitoringi <br />include space and <br />fragmentation issues <br />WebCo,nnect Availability <br />Server Paging Excessively <br />• Number of Sessions Opened - <br />Exceeds 2 Sessions/P,er User <br />(Additional Fee) <br />Access to Watchman <br />Dashboard (Additional Fee) <br />If the customer has p.gmhased a <br />disaster recovery solution froni S&Sir4 <br />j�)[@oe, S&S will review the Disaster <br />Recovery Test plan with the customer <br />Disaster <br />and provide recommendations prior to <br />Recovery Annual <br />the annual test. S&S will also <br />S <br />S <br />S <br />Test <br />participate in one annual test with the <br />customer (additional fee). This test will <br />need to occur over a weekend with <br />production down and will need to be <br />scheduled 3 months in advance of the <br />desired date. <br />426 Industrial Avenue <br />rpp <br />CONFIDENTIAL WiHiston, VT 105495 <br />Systems <br />www-sSIO'Com <br />a's Oftware <br />p: 802-865-1170 <br />f: 802-865-1171 <br />Page 12 <br />