Support Policy Agreement

I. SERVICES

Telephone support - You have access to our technical staff to receive technical support.

Online support - You may take advantage of our remote services using remote access software which will allow your computer system to connect directly with our system through your internet connection and enables the fastest and least expensive response to your problems. This is a highly recommended option.

Scheduled on site support - You have the option to schedule an on-site software or hardware support visit with our technical staff.

Emergency support - After hours and weekend support is available when you cannot wait until regular support hours because of the urgency of your problem.

Special projects support - You will receive priority when scheduling special jobs (programming, special software installations, etc..) and be provided with timely proposals. You will also have access to our specialized staff including associate consultants, for networking and programming services.

II. CONDITIONS OF SERVICE

Support Hours:
Regular support hours are Monday through Friday from 8:30 am to 5:00 pm Eastern Standard Time except for the holidays listed below.

Support for extended hours is available for an additional premium. Total support time for extended hours must be predetermined.
Emergency weekday support hours are Monday through Friday 6:30 a.m. to 8:30 a.m. and 5:00 p.m. to 10:00 p.m. Eastern Standard Time.
Emergency weekday support is billed at 1.5 times your support rate.
Emergency weekend support hours are from 8:30 a.m. to 5:00 p.m.
Eastern Standard Time and are billed at 1.5 times your normal support rate.
Emergency late night support and Holiday support hours are from 10:00 pm to 6:30 am Eastern Standard Time and are billed at 2.0 times your support rate.

The following is the schedule of days when our office will be closed. These dates are subject to change within 90 days without prior notice:

Telephone Support: Rates for telephone support do not include long distance telephone charges, if applicable. In order to receive online support, you will be required to have the current version of PC Anywhere or RealVNC remote access programs and an internet connection.

Travel Expenses: Any on-site support visit performed outside of a 10-mile radius from our office will be subject to travel expenses. Travel that does not require an overnight stay will be subject to charges only for travel time and tolls. Travel that requires one or more overnight stays will be subject to transportation costs, hotel accommodations, and meals. Travel expenses will be billed at actual costs with the exception of travel time which will be billed at the standard rate.

Disclosure of Liability: MIS Consulting & Services, Inc. DBA 123 EDI is not responsible for any losses resulting from activity of the client. These activities may include but are not limited to backing up data files, improper maintenance of equipment or programs, and not following instructions given by a MIS Consulting & Services, Inc. DBA 123 EDI support representative or associate consultant.

Additionally and specifically EDI software and services, MIS Consulting & Services, Inc. DBA 123 EDI will not be responsible for any losses resulting from EDI data exchanges where the data is found to be inaccurate or not in accordance with the specifications of the parties involved.

For information about our EDI Engine™ liability policy and other information, please request a copy of the Software License Agreement.

III. HOW TO CONTACT 123 EDI FOR SUPPORT ISSUES

If you are experiencing a technological problem, we recommend the following actions to help you expedite a resolution to your problem:

• Document the problem. Be as specific as possible, and include a copy of the error messages from your computer.
• Report the problem to the person in charge of the EDI system in your company as that person is most likely to be knowledgeable about how to handle the situation. If such person is not available, proceed to the next step.
• Call 123 EDI's support number (954)922-9130 and select Option 3. If needed, this option allows you to mark your message as urgent. If you do not get through to our support staff immediately, leave a message and we will call you back within 3 business hours. Also, the representative in charge of your account will provide you with his mobile and/or beeper number for contact purposes.
• When leaving a message, provide specific details and state whether it is an urgent situation. Please let us know whether you are unable to continue to operate because of the seriousness of your problem and we will give priority to your call

IV. BILLING POLICY FOR SUPPORT

The following is 123 EDI's billing policy:

• All calls, including inquiries and/or problems are subject to charges. The only exception to this policy are calls within the scope of a specific project that is priced separately.
• All programming and service jobs, based on proposals typically include a warranty of 90 days for services unless specified differently. Examine each proposal for specific details.
• We assume that any employee from our customer base is authorized to use our services. If that is not the case, please provide us with a list of personnel who are authorized to use our services.
• All calls and/or online access are billed in increments of 1 minute and rounded to the closest quarter of an hour at the end of the month.
• On-site visits are billed on an hourly basis with a minimum of 2 hours. Additional charges may be applied for traveling outside our metropolitan area.
• Telephone calls and online access will be billed on a monthly basis and the invoice will be accompanied by a detailed report.
• We strongly recommend, that you request fixed price quotations for tasks that have a specific goal such as training, consulting, software implementation, and programming so that an excessive use of our services can be avoided. We always try to identify such situations and will always advise you about them.

V. SERVICE PLANS

In order to accommodate the various working structures of our customers, we provide different categories of services. Each of these categories has its own benefits, and can be used and mixed to accommodate your particular needs. Please inquire about the specifics of each plan:

• Incident Based Program: Based on time and materials and billed at a regular rate.
• Support Agreement: Arranged for specific services and based on a monthly discounted fee. This is very convenient for situations where the amount of time required for the project is known, and our services are needed on a continuous basis.
• Prepaid Blocks of Time: Designed for customers with a high utilization of services where continuous interaction is necessary. This option provides the highest level of discounts but also requires a high level of utilization.
• Project Based Estimates: Always available and excellent for budget protection. We will quote an estimate for a project based on a fixed price. This is an excellent option for programming or networking projects that require limited analysis and where the scope of the project can be easily identified.

VI. PAYMENT POLICY

We appreciate customers who recognize the value of our work and pay for our services on time. The less time required for billing matters will allow for more time to be allocated to serve your needs.

• Please advise us immediately if you believe that a job has not been performed to your satisfaction. It is essential to receive prompt feedback so that we can do whatever is necessary to quickly correct the problem to your full satisfaction.
• All jobs require a 50% deposit upon commencing the project and the remaining 50% before delivery. The only exception to this policy is when it is specified, typically in the case of lengthy projects.
• We reserve the right to charge interest for past due amounts, which will be charged at 18% APR calculated daily.
• We reserve the right to stop servicing a customer who does not pay on time and continues to be delinquent. When this situation arises, services will be discontinued until the total balance is paid in full. The situation will be reevaluated after payment. There are no exceptions to this rule.
• Delinquent accounts will be pursued vigorously.