Common use of Support Plans Clause in Contracts

Support Plans. Solution Assurance under this CCSLA covers any issues directly relating to the Solution QDABRA created for CLIENT, such as: QDABRA designed forms and dashboards; web sites and solution configuration; collection of data; processing of data flows; and workflows and reporting. Solution Assurance under this CCSLA DOES NOT cover: Anything outside of the QDABRA solution; line of business processes downstream from the solution; machine configurations for users; or design change requests completed after the start of the support plan. The plan levels, fees, project reviews included, response time, and included support hours are set forth below: Plan Level Quarterly Payment Option Annual Payment Option Project Reviews Included Response Time for Support Requests During Normal Support Hours Included Support Hours/Qtr. Basic $625 $2,250 (Save 10%) Annual < 48 hours 4 Standard $1,250 $4,250 (Save 15%) Quarterly < 24 hours 8 Enterprise $2,500 $8,000 (Save 20%) B-Monthly < 12 hours 16 VIP $5,000 $15,000 (Save 25%) Monthly < 4 hours 32 Unused support hours roll over to the next quarter and become “Rollover Hours.” Unused Rollover Hours expire at the end of the Term in which they accrued (i.e. if accrued in the Initial Term, they expire at the end of the Initial Term; if accrued during an Extended Term, they expire at the end of the Extended Term in which they accrued). If CLIENT changes to a lower level of plan at the end of a Term, expired Rollover Hours from the prior Term can also be used during the Extended Term to attend QDABRA training classes or have QDABRA perform health checks if such services are offered by QDABRA during the Extended Term. Fees for the Initial Term are in U.S. Dollars and can be either paid quarterly or annually. If CLIENT selects the Annual Plan option, payment for the fee set forth in this Section 4.a is due on the Effective Date of this Agreement. If CLIENT selects the Quarterly Pay option, payment for the first quarterly fee set forth in this Section 4.a is due on the Effective Date of this Agreement and payment of the fee for each subsequent quarter of the Initial Term is due on the first day of each quarter.

Support Plans. Solution Assurance under this CCSLA covers any issues directly relating to the Solution QDABRA created for CLIENT, such as: QDABRA designed forms and dashboards; web sites and solution configuration; collection of data; processing of data flows; and workflows and reporting. Solution Assurance under this CCSLA DOES NOT cover: Anything outside of the QDABRA solution; line of business processes downstream from the solution; machine configurations for users; or design change requests completed after the start of the support plan. The plan levels, fees, project reviews included, response time, and included support hours are set forth below: Plan Level Quarterly Payment Option Annual Payment Option Project Reviews Included Response Time for Support Requests During Normal Support Hours Included Minimum Support Hours/Qtr. Qtr Basic $625 675 $2,250 (Save 10%) 2,500 Annual < 48 hours 4 Standard $1,250 1,300 $4,250 (Save 15%) 5,000 Quarterly < 24 hours 8 Enterprise $2,500 2,550 $8,000 (Save 20%) B10,000 Bi-Monthly < 12 hours 16 VIP $5,000 5,050 $15,000 (Save 25%) 20,000 Monthly < 4 hours 32 Unused support hours roll over to the next quarter term and become “Rollover Hours.” Unused Rollover Hours expire at the end of the Term in which they accrued (i.e. if accrued in the Initial Term, they expire at the end of the Initial Term; if accrued during an Extended Term, they expire at the end of the Extended Term in which they accrued). If CLIENT changes to a lower level of plan at the end of a Term, expired Rollover Hours from the prior Term can also be used during the Extended Term to attend QDABRA training classes or have QDABRA perform health checks if such services are offered by QDABRA during the Extended Term. Fees for the Initial Term are in U.S. Dollars and can be either paid quarterly or annually. If CLIENT selects the Annual Plan option, payment for the fee set forth in this Section 4.a is due on the Effective Date of this Agreement. If CLIENT selects the Quarterly Pay option, payment for the first quarterly fee set forth in this Section 4.a is due on the Effective Date of this Agreement and payment of the fee for each subsequent quarter of the Initial Term is due on the first day of each quarter.

Support Plans. Solution Assurance under this CCSLA covers any issues directly relating to the Solution QDABRA created for CLIENT, such as: QDABRA designed forms and dashboards; web sites and solution configuration; collection of data; processing of data flows; and workflows and reporting. Solution Assurance under this CCSLA DOES NOT cover: Anything outside of the QDABRA solution; line of business processes downstream from the solution; machine configurations for users; or design change requests completed after the start of the support plan. The plan levels, fees, project reviews included, response time, and included support hours are set forth below: Plan Level Quarterly Payment Option Annual Payment Option Retainer Project Reviews Included Response Time for Support Requests During Normal Support Hours Included Support Hours/Qtr. * Basic $625 $2,250 (Save 10%) 2,500 Annual < 48 hours 4 13~47 Standard $1,250 $4,250 (Save 15%) 5,000 Quarterly < 24 hours 8 26~94 Enterprise $2,500 $8,000 (Save 20%) B10,000 Bi-Monthly < 12 hours 16 52~188 VIP $5,000 $15,000 (Save 25%) 20,000 Monthly < 4 hours 32 104~376 * hours vary based on rate of support engineer Unused support hours roll over to the next quarter term and become “Rollover Hours.” Unused Rollover Hours expire at the end of the Term in which they accrued (i.e. if accrued in the Initial Term, they expire at the end of the Initial Term; if accrued during an Extended Term, they expire at the end of the Extended Term in which they accrued). If CLIENT changes to a lower level of plan at the end of a Term, expired Rollover Hours from the prior Term can also be used during the Extended Term to attend QDABRA training classes or have QDABRA perform health checks if such services are offered by QDABRA during the Extended Term. Fees for the Initial Term are in U.S. Dollars and can Dollars, to be either paid quarterly or annually. If CLIENT selects the Annual Plan option, payment Payment for the fee set forth in this Section 4.a is due on the Effective Date of this Agreement. If CLIENT selects the Quarterly Pay option, payment for the first quarterly fee set forth in this Section 4.a is due on the Effective Date of this Agreement and payment of the fee for each subsequent quarter of the Initial Term is due on the first day of each quarter.