Agreement - Software & Licence - Fleet & Asset Management Software - CCG Systems Inc. dba FASTER Asset Solutions

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through Friday (excluding U.S. public holidays). Communications with Technical Support may be via telephone or e-mail. In addition to the support obligations listed above, FASTER provides emergency phone support twenty (24) hours a day, seven (7) days a week outside of Normal Business Hours by having Support staff members on -call for phone support for issues defined below under "Emergency FASTER Support." 6. Emergency FASTER Support is available when: A. The system is frozen; B. The system has crashed and will not recover; or C. Customer cannot process work in the system. 7. IT Support & Consulting Not Provided: Unless Customer contracted FASTER to provide hosting, FASTER Support does not include IT tasks such as hardware upgrades or changes; server operating system or relational database management system installs, patches or upgrades; backup and restore or disaster recovery; virtual machine management; server and database cluster tasks, etc. (if FASTER is providing hosting, a separate schedule will address hosting and hosting support). 8. Other Limitations on Support: FASTER will provide troubleshooting and advice related to mistakes Customer's employees may make (data deletion, data input error, administrative or user errors, etc.). As a courtesy, FASTER's Support Staff accepts such calls and is willing to assist Customer in attempting to resolve such issues that are outside the scope of support outlined in this Agreement. As such, while FASTER staff often is able to add value in root cause analysis and troubleshooting of issues that are outside of FASTER's responsibilities, there may be occasions when FASTER must discontinue support efforts on issues that are outside of FASTER's responsibilities to be attentive to other customers' support issues. 9. Training: Support does not include training. Live -remote training via a web -based medium, such as GoToMeeting, can be provided for an additional cost. FASTER also offers Regional Training for an added cost in geographic areas where there are concentrations of customers. 10. Customer's Responsibilities: Customer's Representative must be qualified and authorized to communicate all necessary information. And unless FASTER is hosting the environment, Customer must have administrative access to the FASTER application, must have access to the database and hardware resources to be able to perform diagnostic testing and be available for follow-up, if required. FASTER does accept calls from Customer Staff who do not meet the above requirements. However, resolution of some issues may require a Customer Staff member who meets the above criteria be available. b. Customer accepts sole responsibility for any compatibility problems between the Services and any other application software or non -current software programs not maintained or supported by FASTER. 11. Submitting a Request: Customer should be prepared to provide the following: a. Telephone number and alternate method of contact (i.e., email address); b. A description of Customer's problem or question; c. Provide screen capture/s or video/s of the issue;