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Software Updates
 
Gartman will, from time to time, issue new releases of Licensed Applications. These releases generally contain error corrections, enhanced system functions, and new system features. Software Support Program subscribers are assessed no additional software license fee for these software updates and new releases.

Gartman will provide assistance to help customers install, configure and operate software upgrades, subject to compensation at a 20 percent discounted rate, based on Gartman's current fee schedule. Post-implementation support services are covered according to the support programming services under a current Software Support Agreement.

Gartman will notify customers of the availability of new software releases, and will indicate the expiration date for previous software versions. The customer may contact Gartman to request the update by contacting the Help Desk. (Reference the Help Desk Services section of this Agreement for a description of support services and procedures). Software update requests will be processed as a supplementary service, and a quote will be provided prior to initiating work on the request. (Reference the Supplementary Services section of this Agreement for a description of services and procedures).

Service Mechanisms

During the standard business hours of 8 a.m. to 5 p.m. Central Standard Time, Monday through Friday, weekends and holidays excluded, requests for software upgrade services should be submitted according to the procedures defined in the Help Desk Services section of this Agreement. Requests will be processed according to the procedures defined in the Supplementary Services section of this Agreement.

Once a request for supplementary services has been introduced into the process, it is addressed on a first-come, first-served basis. The following steps are taken toward resolution of a request:

Step 1 The assigned individual completes an analysis of the request and requirements for its resolution, and prepares a quote defining those requirements, associated costs and proposed deliverables.
Step 2 The customer reviews and approves or declines the quote.
Step 3 Upon approval, the assigned individual works with the customer to identify a mutually agreeable schedule for completion of the request for incorporation into Gartman's production calendar.

Service Goals

Quote Development. Work toward analysis of requirements and development of a quote for services, or recommendation of an alternative support service provider, will be initiated within two weeks of request receipt.

Scheduling. An attempt will be made to contact the customer within 24 business hours of quote approval for the purpose of identifying a mutually agreeable software implementation schedule for incorporation into Gartman's production calendar.

Initiate Work. Preparatory work will begin a minimum of two weeks prior to the scheduled update implementation.

Status Updates. An attempt to communicate change in status will be made as the change occurs or on a weekly basis, whichever is shorter.