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One biennial database conversion by VSI via FTP or WebEx during standard VSI business <br />hours. VSI FTP/WebEx database conversion services are only chargeable, if started <br />and/or completed during non-standard VSI business hours (before Sam and after 5pm <br />ET, Monday through Friday and on weekends and holidays), Please note that all non - <br />production database conversions are billable at standard VSI support rates. VSI <br />provides coordinated software upgrade and database conversion services for VSI hosted <br />Customers. <br />• Federal and State regulatory requirement changes. <br />• User ID and Password login access to Customer Support and Downloads sections on VSI <br />web site. <br />• Phone support to explain how to configure database, how system works, and how to <br />prepare for implementation of certain functions, such as those listed below under <br />Extended Dedicated Support. <br />• Updates to financial and other interfaces due to VSI application software modifications <br />and not due to application software modifications by other vendors. <br />Any of the following costs associated with customer support are not included: <br />• Actual usage of Standard Hours Pager Support, 8pm-10pm ET, Mon -Fri and Sat, Sun, & <br />Holiday 8am-5pm ET. <br />• Pre -Arranged Standard Standby Telephone Support, Monday -Friday, 8am-5pm ET, and <br />Non -Standard Standby Telephone Support are chargeable at different rates per hour. <br />• Any associated travel and out-of-pocket expenses for installation and training services. <br />• Installation and configuration of product enhancements or releases, database repairs, <br />and more than one biennial database conversion are chargeable, unless VSI is providing <br />hosted services. <br />• Telephone support related to computer hardware, operating systems, networking, and <br />reinstallation and configuration of application software is chargeable. If the hardware <br />and software configurations are modified after VSI has completed on -site or telephone <br />installation services, additional requested support services are chargeable. <br />• Telephone training, as a substitute for on -site training or classroom training at VSI, as <br />well as for untrained operators, is chargeable. Refer to Sections 6 and 7 below and to <br />standard VSI hourly services pricing. <br />• VSI application software WAN access configuration. <br />• Customized print programs and updates are chargeable. <br />sales@vermontsystems _com Tel; 877-883-8757 Page 2 <br />