gS.
MOVEMENT OF SOFT
Page 20 of 24
Where IDC's investigation reveals that the Software contains a problem, IDC will thereafter provide Client a new
copy of the corrected Software (or the affected portion) in machine readable form together with written installation
procedures, Such corrections will be provided to Client in a subsequent application update, or earlier if available,
except that IDC shall not be required to provide such corrections during 3 period commencing thirty ea days prior
to the release date of the next scheduled Software update which next scheduled Software update release shall be
provided to Client promptly upon release.
Ta Helpline Service Helpline Service provides telephone access to technical assistance during the PPM as
required for the diagnosis of Software problems, This assistance is provided for the current Software release as
well as the immediately preceding CLERKWORKS® Software release. [OC reserves the right to offer Helpline
support only to users trained in the CLERKWORKS® modules.
IDC shall respond to Client within four (4) business hours of Client's call to investigate the facis and circumstances
related to the suspected problern. “This may require the use of remote diagnostic procedures, subject to the
provisions of Section 10:2 below. ‘Client will cooperate fully with [DC's investigation as outlined in Section 10.5
when technical assistance is requested at Client's Facilities, Client will provide, at no: costto | IDC, working space:
and provide access to Client's computer network facil ities
if technical assistance is requested at times other than the PPM. it will be provided ‘upon written agreement,
subject to the availability of appropriate resources and personnel, at IDC's then current rates for such service as
set forth in Section 6-7;
IDC will notify Client where IDC's investigation reveals no Software problem. {f Client desires IDC to. continue the
investigation, JDC. will give Client written notification that if the. continued investigation reveals no Software
problem, IDC will invoice and Client agrees to pay for services expended at IDC’s then standard rates as outlined
in Section 6.2 and, if required, traveland living expenses at cost subject to the provisions of Section 6.4.
Technical assistance is offered and provided with: the understanding that IDC may need to coordinate a resolution:
between the Client and. a third party. Such coordination is possible when the Client has a current maintenance.
afrangement with the cognizant third party. 1OC does not represent itself as an expert or ail installed Software and
Hardware. We may rely on the third party for resolution when necessary.
MAINTENANCE SERVICES NOT INCLUDED
8.1 Repair or damage resulting from misuse, neglect, abuse or accidents caused by Client; acts of God;
Failure of electrical power, lack of electrical power, or unusual physical or electrical stress or causes
external to the Hardware or Software.
$2 Movement, relocation or reinstallation of CLERKWORKS® Software or any related software, except in
connection with rearrangement due to additional Hardware or Software installed and maintained
hereunder.
$3 Any software not specified in Section 2, or subsequent amendments or Client purchase orders as
acknowledged by IDC.
ARE Client shall not move the Software to a different installation location unless specifically
agreed to in writing by IDC. Client shail give IDC reasonable written noticé prior to a requested rdve. date.
Maintenance charges and coverage will be continued during Software movement and reinstallation. IDC reserves
the right to charge for software movernent or relocation services.
