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| Technical Support Policy Effective December 1st, 2001 The following is the official Automated Integration, Inc. Technical Support Policy (TSP) for the Total Service program, effective December 1st, 2001. This TSP covers all versions of the Total Service program and is applicable to all Automated Integration, Inc. customers. This support policy includes all Automated Integration, Inc. products (including Total Sentinel and Total Consolidator). 1. LIMITATIONS ON PROGRAMS SUPPORTED Automated Integration, Inc. will only support the most current version of the Total Service program under basic technical support. The most up-to-date maintenance release to the current version of the program can be obtained at all times free of charge from our web site at www.automatedintegration.com; you can also get a maintenance release disk free of charge via regular US Mail by calling (720) 494-1514. Automated Integration, Inc.'s basic technical support only covers Total Service, Total Sentinel and Total Consolidator. Automated Integration, Inc. will under no circumstances support any other software titles, including but not limited to MS Word, MS Access, MS Excel, MS Outlook, Norton PC Anywhere, MS Windows, etc. For support on these or other programs, please consult the program's technical support policy or contact the appropriate help desk. 2. DEFINITION OF TECHNICAL SUPPORT Basic technical support should not be confused with training by phone. It is not the responsibility for a support engineer to train a customer over the phone for multiple issues simultaneously. Each technical support request must be for a single, specific issue and will be responded to by a precise answer for the single issue raised in the request. The customer is required to both look at the manual supplied with the software as well as the on-line help files prior to obtaining technical support. If a support request is made for an issue that is clearly explained in the program's documentation, the customer will be referred to the program manual and/or the program help file in order to resolve the issue (exceptions are of course made if the manual is unclear or if, after consulting all materials, the user still has a valid question). 3. LIMITS ON TECHNICAL SUPPORT - PREVIOUS VERSIONS Basic technical support is limited only to the most current release of the Total Service program, although a 30-day grace period is offered on the previous version of the software when a new major version is released. 4. LIMITS ON TECHNICAL SUPPORT - HARDWARE Basic technical support does not extend to hardware support and excludes such items as insufficient disk space, disk availability, hard disk or hardware failures, modem support and alphanumeric pager support. Support on hardware may be offered at Automated Integration, Inc.'s sole discretion at the rates outlined in section 14 ("Charges For Technical Support Not Covered Under This TSP"). 5. LIMITS ON TECHNICAL SUPPORT - NETWORKS Basic technical support does not extend to networking issues, since it is the customer's sole responsibility to set up his network and maintain it adequately. Network issues such as connecting network drives, locating databases over a network, file backups, network reliability, file lockouts, user lockouts, network driver support and more are not covered under basic technical support. Assistance on these issues may be offered at Automated Integration, Inc.'s sole discretion at the rates outlined in section 14 ("Charges For Technical Support Not Covered Under This TSP"). 6. LIMITS ON TECHNICAL SUPPORT - OPERATING SYSTEMS Automated Integration, Inc. guarantees that the latest version of the Total Service software program is compatible with MS Windows 2000 and MS Windows XP (Home and Professional Editions). Because its latest version is optimized to work with features only available in the releases outlined above, Total Service is not supported for MS Windows 95, MS Windows 98, MS Windows ME, MS Windows NT 4.0 or earlier, which are all substantially dated operating systems. 7. LIMITS ON TECHNICAL SUPPORT - DATABASE LOCATION Because a user can create a database anywhere on a computer or over a network, basic technical support does not extend to helping customers find their database file; it is the customer's responsibility to keep track of the database location. If a database file is moved, renamed or deleted, it is the customer's sole responsibility to retrieve or restore the file, much in the same way it is a customer's responsibility to keep track of the location of a word processing document. 8. LIMITS ON TECHNICAL SUPPORT - DATABASE INTEGRITY Automated Integration, Inc. uses Microsoft's SQL database engine as the preferred database storage tool. It is the customer's responsibility to ensure that this file is properly maintained and backed up. Large database files, especially in a networked environment, can potentially be corrupted by power failures, network irregularities and user abuse. Basic technical support does not extend to maintaining, recovering or repairing database files. Should a database file become corrupted, the user can either recuperate from backup, attempt to recover/repair the database file himself, or have Automated Integration, Inc. attempt to repair the files at the rates outlined in section 14 ("Charges For Technical Support"). Although databases can usually be recovered fairly easily, please note that there is no guarantee that every database can be successfully repaired. 9. LIMITS ON TECHNICAL SUPPORT - PRINTERS When printing anything in Windows, applications (programs such as Total Service, MS Word, etc.) pass the information to be printed to the Windows operating system, which then utilizes a printer driver compatible with the make and model of your printer to accurately print information on paper. All of the reports included with the latest release of the Total Service program have been exhaustively tested and are correctly formatted for use with the Windows Universal Printer Driver. Should the printed output of a report be different from the anticipated result (in other words, if the report does not look the way you expected it to look), either you or a qualified computer professional should ensure that the printer driver you are using in conjunction with your printer is correct and up-to-date. Automated Integration, Inc. is not responsible for printers that do not have correct or up-to-date printer drivers, or for printers that are not supported by MS Windows. 10. LIMITS ON TECHNICAL SUPPORT - PROXY SERVERS Although Total Service has been tested and proven to work on a variety of proxy servers (such as Citrix), Automated Integration, Inc. will not take responsibility for the behavior of Total Service when running under any proxy servers. This limitation in technical support is due to the fact that all proxy servers have a variety of settings that determine how programs behave when run through a proxy server, especially in the area of physical file locations. 11. LIMITS ON TECHNICAL SUPPORT - PROGRAM INSTALLATION One of the features of the Total Service program is its installation flexibility, including the ability to install and share report and map files over a network, the ability to change the installation directory of the program files, the ability to locate the data files anywhere on a network, etc. By default, Total Service will self-install in the standard "\Program Files\Automated Integration, Inc.\Total Service X.X" directory of your computer. If you are attempting to install Total Service in any other directory than the default directory specified by the installation program, or if you are instigating a networked installation, please ensure that you have the required expertise to do so or hire a qualified computer technician to assist you in the installation, since these items are not covered in the basic technical support package. Assistance in performing networked or non-standard installations can be obtained at the additional costs outlined in section 14 ("Charges For Technical Support Not Covered Under This TSP"). 12. LIMITS ON TECHNICAL SUPPORT - ACCOUNTING ISSUES Total Service is an integrated dispatching and accounting program, and some basic accounting knowledge is required to properly use it, especially in sophisticated environments where specific reporting requirements are needed. For example, it is not Automated Integration, Inc.'s role as a software provider to explain to one of its customers concepts such as basic double-entry bookkeeping, the transfer of retained earnings at the end of a fiscal year, deferred income, etc. Automated Integration, Inc. will also never give accounting advice, either verbally or in any kind of written or electronic form, on how to set up the chart of accounts, how to handle specific accounting situations, how to set up specific payroll situations, etc. Should you need advice on any accounting topic, please consult your accounting or tax professional. 13. PROCEDURES FOR OBTAINING TECHNICAL SUPPORT When requesting basic technical support, it is strongly suggested that the customer fill out and either fax or e-mail a fully completed Technical Support Request form to Automated Integration, Inc. The information contained on this form not only outlines the request itself, but also provides the support engineer with extremely valuable information needed to quickly and efficiently resolve the issue. Customers may call Automated Integration, Inc. directly at (720) 494-1514 for valid follow up questions on existing issues. All support calls placed on any of Automated Integration, Inc.'s toll-free lines will also be denied. 14. CHARGES FOR TECHNICAL SUPPORT The following table is a listing of all charges for technical support. Prices are effective as of December 1st, 2001 and are subject to change without notice:
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