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Schedule B: Software Upgrades & Support Agreement: <br />1. Scope: Software Upgrades & Support will consist of: (i). Upgrades to the Commercial Off the <br />Shelf (COTS) software and custom software listed in Section 3; (ii). Correction of defects to keep <br />the software in conformance with the applicable user documentation as noted in Section 4; and <br />(iii). Telephone support listed in Section 5. <br />Support will not include: (i) set-up, installation, or configuration of hardware and software <br />required for the Customer to access the FASTER software unless a separate hosting or Software <br />as a Service (SaaS) schedule is included in this Agreement. <br />Representative. Customer will identify both a Representative and an alternate to be designated <br />as FASTER's contact(s) for communicating with FASTER concerning support, making other <br />requests, or providing notice under this Agreement. Customer may change the Representative <br />upon notice to FASTER (other members of Customer's Team may place support calls to FASTER <br />Support). <br />3. Software Upgrades: <br />All software from FASTER requires that the Software Upgrades & Support Agreement be <br />renewed annually by Customer. After the first year, Software Upgrades & Support will <br />automatically renew unless Customer cancels per the termination provisions identified <br />herein. Software Upgrades & Support provides the following upgrade benefits: <br />Upgrades for the Core COTS Product: Each new version release of the specific <br />"Core COTS Product," which are included under this Agreement, are provided at <br />no added cost to Customer. As long as Software Upgrades & Support is <br />maintained, Customer is entitled to new version releases of the FASTER product <br />included under this Agreement. <br />Upgrades to Add -on Products and Customizations: All Add -on Products and <br />customizations will be upgraded to function with new versions of the Core COTS <br />Product as long as Customer continues to renew Software Upgrades & Support. <br />And as long as Customer remains current on Software Upgrades and Support, <br />the Customer may license additional add-ons. <br />4. Software Defects: Software Upgrades & Support covers issues or problems that are the result of <br />verifiable, replicable errors (FASTER will use all reasonable means to verify and replicate) in the <br />software ("Verifiable FASTER Defect"). An error will be a Verifiable FASTER Defect only if it <br />constitutes a material failure by the software to function in accordance with the applicable <br />software documentation. This documentation encompasses the COTS products and, if custom <br />integrations are included in Schedule A, the detailed Requirements Document for which <br />Customer signed -off for any customization. <br />5. FASTER Software Support Coverage: Customer will have access to FASTER's Technical Software <br />Support Personnel ("Software Support") during Normal Business Hours. For the purposes of this <br />Agreement, Normal Business Hours are defined as 7:30 am to 6:00 pm EST/EDT, Monday <br />