Attachment 4-2 to Schedule 4 Support Services Supplemental Terms

• 1. Description. Support for the Core Services will include the following:
  • Remote support service, includes technical support or break-fix services for approved Software, remote trouble-shooting, general assistance, and incident management. The service is provided 7 days a week, 24 hours/day via call center support calls, online, or other automated methods. Service problems identified or attributed to a Service Provider will be referred to the Service Provider.
  • Onsite maintenance service: break-fix services, including repair and exchange, for approved Hardware, with the following availability:
    • o 7 days a week, 24 hours/day for critical Hardware, with a service level target of four hour response time on server equipment and network switch equipment.
    • o Business days (Monday to Friday), with a service level target of next business day during business hours coverage, for workstations, UPS, monitors, and printers.
• 1. Conditions. IHG will provide support services for so long as the following conditions are satisfied:
  • Licensee maintains, or cause to be maintained, Hardware and Software in accordance with the Minimum Configuration and manufacturer specifications and under warranty;
  • Licensee maintains virus protection and other data protection standards required by IHG; and
  • Licensee performs routine maintenance on the Hardware/Software, including completing upgrades and enhancements required by IHG, verifying that no warning lights are displayed, and maintaining the Hardware in appropriate environmental conditions.
• 1. Preventive Maintenance. Licensee will regularly perform preventive maintenance on its Hardware, including the following:
  • Licensee will verify all workstations have adequate and up to date virus protection.
  • Licensee will ensure regular night backups are initiated and successful.
  • Licensee will maintain, or caused to be maintained, its Hardware and Software in accordance with current manufacturer requirements stated in the manufacturer's manual.
  • Licensee will perform a power down and reboot of the PMS server and workstations a minimum of once per week.
• 1. Support Services Related to Non-Approved Software and Hardware. IHG will have no obligation to provide, or cause to be provided, support services with regard to any non-approved Software or non-approved Hardware, or for any failure related to, directly or indirectly, non-approved Software or non-approved Hardware, and Licensee will be solely responsible for all costs related to the foregoing, including the cost of Support Services of approved Hardware or approved Software incurred because of non-approved Hardware or non-approved Software.

Source: Item 23 — RECEIPTS (FDD pages 99–438)