SUPPORT AND MAINTENANCE

Support

During the Maintenance and Support Period MicroQuill shall provide to Licensee support services as follows:

Problem Reporting: Problems may be reported on a 24 hours per day, 365 day per year basis, by electronic mail, voice mail, and/or fax.

Support Request: MicroQuill shall use commercially reasonable efforts to respond to Licensee's problem reports which can be reproduced on the then current version of SmartHeap.

"Respond" means and includes: taking and logging the Problem Report, making reasonable efforts on a continuing basis to provide corrections, workarounds and/or patches to correct defects or errors in SmartHeap or provide an alternative suitable workaround until the problem is resolved to the satisfaction of both Licensee and MicroQuill.

Upgrades/Updates/Fixes

During the Maintenance and Support Period, MicroQuill will provide Licensee with the production version of any upgrades, updates and enhancements simultaneously with the earliest release of such upgrades, updates and enhancements to other customers. MicroQuill shall also provide Licensee during the term hereof with any error corrections and bug fixes to the SmartHeap simultaneously with its earliest release of such error corrections and bug fixes or enhancements to other customers. Licensee may, but is not required to, incorporate any upgrade, update, enhancement, error correction, or bug fix or in a Product or Products.