SUPPORT POLICY

ALL SUPPORT CALLS/INCIDENTS must be submitted via the Customer Portal located on our website at www.nexjensys.com click the Customer Portal link located in the top or bottom header areas of any page. Any issues, questions or requests may also be submitted via email to support@nexjensys.com.

SOFTWARE SUPPORT COVERS: Technical assistance concerning the general operation of the software (ISIS) and its related modules, assistance with issues related to Cache, software corrections for software “bugs”, and software improvements made generally available to the customer base via (upgrades).

SOFTWARE SUPPORT DOES NOT INCLUDE: Hardware assistance, Networking assistance, issues relating to any software other than (ISIS) and its related Modules, any database corruption corrections or database inconsistencies, Custom Programming modifications, Report changes or custom-report building, SQL/ODBC access issues, data migrations, extensive Training/Re-training on software modules, or After Hours support. Any Service not covered under Standard Support is available on a per incident charge, if NexJen offers service for those items.

ALL SERVERS that are supported by NexJen Systems must be on Windows server (2003 or 2008) Standard or Enterprise Edition only.

REPLACING OF SERVER: (30) days advanced notice must be provided to NexJen Systems prior to doing a server conversion. NexJen Systems will coordinate with your Hardware/Network Technician to ensure a smooth transition of your (ISIS) software. All System changeover services will be billed at a rate of $275.00 per hour.

3^rd PARTY SOFTWARE: Any 3^rd Party Software chosen to be used in your business should be deployed on a separate server from the (ISIS) Server i.e. (SQL, Exchange), etc. Any support issues found to have been caused by such 3^rd Party Software shall be billed at our then current hourly rate.

NEXJEN’S HOURLY RATES: For Custom Programming, extended After Hours Support, Report Modifications, any SQL/ODBC assistance and any other services not covered by Standard Software Support will be billed at a rate of $195.00 per hour. All services are billed in 15 minute increments.

Programming and Expertise Rates:

$195.00 Jr. Level

$275.00 Sr. Level

SERVER NAMING: The Server Name must NOT be changed at any time without prior notification to NexJen Systems. Renaming the (ISIS) Server will cause the (ISIS) software to become inoperable.

ALL SUPPORT PAYMENTS are due by the 15^th of the month. Any Customer’s account that becomes delinquent will be placed on Support Hold, until all back support charges have been received.

STANDARD SUPPORT HOURS are 7am to 5pm; Monday – Friday.

THE CUSTOMER PORTAL is available 24x7 and monitored on a regular basis. If it is an emergency, please contact us directly and enter the issue in the Customer Portal if you have access to the Internet.

EMERGENCY SUPPORT LINE is 760.297.1183 x2 Support