SERVICES / RATES  Information

   PRONTOS TECHNOLOGIES       SOFTWARE SUPPORT SERVICES PRODUCT  (SSS)

The SOFTWARE SUPPORT SERVICE (SSS) provides the customer with the level of contracted support needed to achieve long-term value from their PRONTOS SOFTWARE SYSTEMS. The SSS provides the customer with problem reporting services and the most current information available concerning how to utilize your PRONTOS software effectively. Software Upgrades Software Problem Reporting Software Feature Enhancement Notifications Software Operational Information and Tips Annual Account Reviews Documentation Remote Software Support Phone In Consultation On-Site Consultation (Discounted Rates) Custom Development (Discounted Rates) Discounted Hourly Labor Rates Discounted Travel Rates Special Product Feature Enhancements Annual Data Updates   The Software Support Service product is designed to fulfill the support needs of users of their licensed software systems. The SSS allows specific designated persons to call the PRONTOS TECHNOLOGIES ("PT") support staff during the regular business hours of 9am to 5pm, Monday through Friday, excluding holidays, for information concerning the operation of the PRONTOS Software Systems. Should emergency after-hours support be required outside of the standard business hours, these services would either be billed on a T&M basis or by a per incident fee which upgrades the SSS to an EXTENDED SERVICE COVERAGE for a limited period of time.   The Software Support Service product is available to all qualified Prontos Technologies customers. The T&M product is available during regular business hours of 9am to 5pm, Monday through Friday, excluding holidays. While PRONTOS TECHNOLOGIES makes every effort to fulfill our customers important support needs, contracted support customers and prior commitments take precedence over T&M product service requests. Should emergency T&M support be required, services may be available on a per incident EMERGENCY RESPONSE UPGRADE basis.   SOFTWARE UPDATES - From time to time feature and performance enhancements will be made available to the customer for the purchased PRONTOS Software Systems. These updates are intended to improve the usability of the PRONTOS Software Systems, thus improving the value of your investment in the PRONTOS Software Systems. PT Support Personnel will provide your system manager with notification of these enhancements and will assist with the smooth implementation of such available enhancements, at the option of the customer. SOFTWARE PROBLEM REPORTING - If any inconsistencies or problems are found in the PRONTOS software or documentation, your system manager may submit a Service Request to PT. The PT support personnel will acknowledge receipt of the Service Request and inform the system manager of its disposition as soon as the information is available. Every effort is made to solve such problems as efficiently and rapidly as possible. SOFTWARE FEATURE ENHANCEMENT NOTIFICATION The SSS product provides you with product enhancement notifications concerning the PRONTOS Software Systems. This assures you of having the latest information concerning available features that may improve your operations. This feature is another method by which PT strives to maintain the value of your investment in the PRONTOS Systems. SOFTWARE OPERATIONAL HINTS & TIPS - SSS level support provides the customer with Operational Hints and Quick Reference materials for the users of the PRONTOS Systems. ANNUAL ACCOUNT REVIEWS - As a standard feature of the SSS each account is entitled to one(1) formal account review per year. At the formal account review the following issues will be discussed: PRONTOS Systems Review Customer Future Needs Review Operations Process Review Support and Recovery Systems Review Features/Enhancements Review New Products/Technologies Review REMOTE SOFTWARE SUPPORT - From time to time it will be necessary for PT personnel to log into the customers's computer system in order to resolve user difficulties. Under no circumstances will PT staff connect with the users computer system without the prior expressed consent of the systems manager or authorized personnel. PT will attempt to resolve every service request by remote access if at all possible, thus improving our response time. ON-SITE CONSULTATION (Discounted) - The SSS provides for on-site consulting on a time and materials basis. This time is billed at a discounted hourly rate of one half the regular hourly time and materials rate of PT. SSS customers are not subject to the minimal per incident billing policies. (http://www.prontostech.com/Services/services.html) DOCUMENTATION - As a standard function of the T&M product the customer will receive post-incident reports so that management can stay informed of their support issues. PHONE-IN CONSULTATION - From time to time it may be necessary for the management or select personnel of the PRONTOS site to call upon PT support staff for matters not related to the direct support of the PRONTOS software systems. The SSS provides for this need by allowing for 1 hour a month, non-accumulating, of special phone consultation. CUSTOM DEVELOPMENT (Discounted) - The SSS provides for custom software development on a time and materials basis. This time is billed at a discounted hourly labor rate. SSS customers are not subject to the minimal per incident billing policies. LABOR RATES  (Discounted)  - The SSS provides for special discounted hourly rates for software development on a time and materials basis. This time is billed at a discounted hourly rate of one half the regular hourly time and materials rate as established by PT. SSS customers are not subject to the minimal per incident billing policies. TRAVEL RATES (Discounted) - The SSS provides for special travel rates for travel necessary to and from the PRONTOS site or sites. This time is billed at a discounted hourly rate of one half the regular travel rates as established by PT. Should PT incur commercial travel and per diem expenses because of extended travel not included in the coverage, these expenses will be charged to the Customer and shown as separate items on the PT invoice. SSS customers are not subject to the minimal per incident billing policies. SPECIAL PRODUCT FEATURE ENHANCEMENTS - Product feature enhancements deemed appropriate for wide distribution by PT management will be installed and implemented for the cost of installation only. There will be no product license surcharges for available product feature enhancements. This uncommon support feature is another way in which PT strives to maintain the value of your investment in the PRONTOS Systems over the course of time by allowing your operations to adapt to new and better ways of doing business and by taking advantage of changing technologies. ANNUAL DATA UPDATES - Once a year based upon the availability of the necessary data; data used for reference, data entry lookup and data validation will be updated by PT support personnel. The Customer is responsible for the expense and delivery of the update data. MANUAL DATA ENTRY - Whenever possible data should be delivered in data form. The SSS agreement does not include manual data entry work. Time spent performing manual data entry is billed seperately at the published SSS discounted time& materials rate.   Customer is responsible for managing any initiation of service requests to PT.   The Customer is responsible for maintaining a procedure external to the PRONTOS products for the reconstruction of lost or altered files, data, or programs to the extent deemed necessary by Customer, and for the actual reconstruction any lost or altered files, data, or programs.   Customer is responsible for the safeguarding of its proprietary, confidential, and classified information.   Customer is responsible for the protection and safeguarding of any and all proprietary, confidential, and classified information of PT software products including, but not limited to; source code, executable code, screen designs, report designs, system designs, internal system functions, internal design features, support communications, documentation, and training materials.   Customer is responsible for providing the on-site resources necessary for the remote support of the PRONTOS Software, such as, but not limited to, telephone lines and modems.   The customer shall designate and provide for a PRONTOS SYSTEM ADMINISTRATOR to coordinate support communications with PT. Said PRONTOS SYSTEM ADMINISTRATOR shall be the primary contact for communications with PT. The initial term of the SSS agreement is one (1) year paid annually. After the initial term, the agreement will continue in effect until canceled by either party. The customer may cancel the agreement at any time by providing PT 30 days' advance written notice. After the initial term, PT may cancel or modify the agreement with 60 days notice.   PT reserves the right to withhold without liability any services authorized by the Customer under this agreement if the Customer is delinquent in payment for any services.   SSS customers are not subject to the minimal per incident billing policies.   PT's failure to exercise any of its rights here under shall not constitute or be deemed a waiver or forfeiture of such rights.   Stenographic, typographical, and clerical errors are subject to correction.   No U.S. Government procurement regulations shall be binding on either party unless specifically agreed to in writing. -END OF DOCUMENT- rev. 05/27/2003