Maintenance and Support   Telephone support to help with queries.   Fixes to any errors in the software during the agreement period.   All upgrades to the Sojourn® software during the agreement     period. Support Charges   The fee is 15% of the initial purchase price per annum   Free software upgrades and priority telephone and e-mail     support during normal business hours   For more information about support costs, please email     support@binetuk.com   Answer technical queries to do with any aspects of using the product, for example defining application areas in Sojourn®. Our target is to answer 90% of queries within 24 hours of the query being raised, and give, at a minimum, an interim acknowledgement within 24 hours for all queries.   Resolve any reported problems by supplying program corrections if necessary. Our aim is to fix any problems as soon as possible. Target service level is to fix 90% of the problems within 2 working days.   Product related queries should be sent by email to support@binetuk.com or by filling the online support request form.   For any problem encountered, the customer defines and raises a problem description using a prescribed format and sends to the support mail ID as above.   In addition, we will seek to have an agreement with the customer to allow us to log on to their system by TELNET. For this purpose, we will require a 'programmer level' user ID and password. If this has been arranged, we can study the reported problem on the customer's system and come up with a suggested solution faster.   Ideally, this TELNET link would work through the Internet if the customer's AS/400 is on the net with a firewall front-end. Our AS/400 is on the Internet behind a firewall via a leased line and we can have a secure connection via the Internet.   If not practical via the Internet for whatever reason, we could have a point-to-point dial up connection via modem. The customer's modem should be enabled for answer back facility.   We have both methods in operation currently with some of our clients in the UK and Hong Kong.   We regularly generate and supply product enhancements. As an example, we have product APIs, at a design stage, intended for the customer's application to use.    The current product retrieves and presents an audit trail of database record changes for a named file. The format of data returned is suitable for direct display or print. A program within the product manages the display.    The customer may wish to have their own program retrieve such data (of changes) and use this information for their own purposes. For instance, the customer may have an order entry enquiry. When looking at an order, they may wish to display changes, which have occurred on that order.   If the application's database does not keep a history of how orders have changed, they could elect to retrieve the changes using Sojourn® APIs.   There is no charge for product upgrades.   Delivery of a set of APIs is scheduled for the last quarter of 2003. Broadgate Infonet Ltd UK. ©2003 All rights reserved.