Support Agreement

Software

1. Contract Length:
1. The Software/Hardware Maintenance Agreement will be in effect for one year. Renewals will be billed automatically for subsequent years.
   
2. Services Covered:
1. Unlimited telephone support for problems or questions regarding the software.
2. Research time spent on problem diagnosis and resolution.
3. Unlimited remote diagnostic support via remote control software.
4. Updates within the current software version.
5. Assistance with changes in system configuration via telephone.
6. Reduced pricing for custom programming and releases of new software versions.
   
3. Services Not Covered*:
1. Problems caused by changes in the client's PC including:
1. Adding or removing hardware components.
2. Internal component failures.
3. Installation of other software programs that create conflicts with time system software.
2. On-site assistance with changes in system configuration.
3. New user training or re-training of current personnel, at client's facility.
4. Moving software to, or re-installing software on, a different PC or workstation.
5. Moving and/or re-installing time clocks, communication cabling, or related hardware components.
6. Damage due to abuse, misuse or acts of God.
* Helping determine the source of the problem is covered.

4. Standard Support Hours:
(All times listed are based on Eastern Time)
1. Standard Hours:
1. Monday through Friday from 8:30 am until 4:30 pm. Excluding Saturday, Sunday & Holidays.
   
   

Hardware

The data collection terminals, and related peripheral devices, include a one-year manufacturer's warranty that covers parts. NE Time Systems, Inc. agrees to cover all labor through the warranty period. Below is a detailed description of services covered during the warranty period and offered as an annual maintenance agreement.

1. Equipment Covered
1. The equipment covered will be limited to hardware items provided by NE Time Systems.
   
2. Scope
1. The warranty and subsequent annual maintenance agreement is limited to maintenance and/or repair of the equipment which requires service in the normal operation and use.
2. Damage and/or loss resulting from extraordinary causes, including but not limited to acts of God, misuse, power surges, fire, vandalism, liquids and/or negligence is specifically excluded.
   
3. Maintenance Services Provided

NE Time Systems will provide either On-Site or Depot maintenance. On-Site maintenance may not be available for all equipment or geographic areas (45 mile radius from Lancaster, PA)

1. On-Site Service: A NE Time Systems Technician will replace or repair any part required for the normal operation of the equipment. All work will be done during regular working hours on customer's premises unless it is necessary to bring the equipment into NE Time Systems' repair facility. NE Time Systems keeps a spare parts inventory and will make every effort to repair the non-working unit.
2. Depot Service: NE Time Systems agrees to accept delivery of defective equipment, repair it and return the same to the Customer. As a supplement, in order to minimize customer downtime, NE Time Systems can provide the customer with replacement equipment via overnight delivery within 24 hours of notification for an additional fee. Our rental stock is limited to equipment on hand and will be allocated on a first come-first served basis. Customer will be responsible for all freight charges.
   
4. Fees for Services Not Covered and/or clients not covered by maintenance agreement
1. Maintenance Clients:
1. Support Services are billable at $100.00 per hour plus travel plus parts (if applicable). There is a minimum charge of one-half hour per call.
2. Non-Maintenance Clients:
1. Support Services are billable at $150.00 per hour plus travel plus parts (if applicable). There is a minimum charge of one hour per call.
3. Custom Programming will be billed at the following rates:
1. Maintenance Clients: $130.00 per hour.
2. Non-Maintenance Clients: per quote.