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<br />---- <br />---- <br />- ---- <br />:: - -~~~ CustomE=. Agreement <br />Attachment for SystemXtra Services <br /> <br />These terms are in addition to those of the IBM Customer Agreement and specifically supplement its <br />Continuing Support Services terms. You accept these terms by signing the Signature Page for <br />Attachments or using, or making any payment for, the Services described below. <br /> <br />SystemXtra Services (called "SystemXtra") consist of Technical Service Center Support (called "TSC <br />Support") and Program Upgrade Inslallation Services. Under TSC Support, our personnel at a <br />technical service center (called a "Center") will provide telephone assistance to your personnel, during <br />the hours and days we specify. Program Upgrade Installation Services include installation .of 1) <br />Program Temporary Fixes for eligible Programs (called "PTF Services") and 2) release upgrades to the <br />Programs (called "Release Upgrade Services"). <br /> <br />We will specify the eligible Programs and Machine types in an Exhibit. We will inform you of any <br />changes we make. If a change is unfavorable to you, you may terminate SystemXlra without <br />adjustment charges as of the effective date of the change. <br /> <br />1. Our Responsibilities <br /> <br />For Technical Service Center Support, we will: <br /> <br />1. answer questions pertaining to the use and operation of Machines and current releases of <br />eligible Programs; <br />2. provide electronic question and answer capability, if you maintain IBM Link Services; <br />3. identify the source of a problem wilhin current releases of eligible Programs installed on your <br />Machine, and contact our appropriate support group for resolution; <br />4. perform problem determination for your Machines and attached devices and arrange for <br />service, if the failing Machine is covered under warranty, Maintenance Services, or Multiple <br />Vendor Services; <br />5. contact our designated support center if a problem is identified in your network and your <br />network is covered under an IBM network support agreemenl; <br />6. refer requests for services which are not covered under SystemXtra to you; and <br />7. inform you periodically of the status of problem resolution activity. <br /> <br />For Program Upgrade Installation Services, under PTF Services, we will install Ihe current PTF <br />cumulative package and any High Impact or Pervasive Problem PTFs (called "HIPER PTFs"). These <br />PTFs will be customized for eligible Programs on your Machine. <br /> <br />Under Release Upgrade Selvices, in conjunction with the installation of an upgrade for an eligible <br />operating system Program, we will: <br /> <br />1. review the inslallation plan, estimaled schedule, and other Release Upgrade Services activities <br />with your System Administrator, system operator, and technical person; <br />2. install the current release of the eligible operating system Program and upgrades of installed <br />eligible Programs; <br />3. perform applicable PTF Services; <br />4. reslore the system characteristics, as required; and <br />5. assisl in verifying correct operation of the Machine. <br /> <br />We will provide Program Upgrade Installation Services when you request, but not more frequently <br />than specified in the Exhibit. <br /> <br />ZI25-4294-05 10/91 <br /> <br />Page 1 of 2 <br />