Software Maintenance Services Policies
Softek shall provide Maintenance Services, as defined in the Software License Agreement, for the versions of the Software identified in an Order Schedule for which you have paid the applicable fees.

"Maintenance Services" shall mean technical assistance which will (1) provide Customer with telephone assistance in problem diagnosis and resolution for the Software; (2) accept documentation indicating that the unaltered portion of a current release of the Software is causing a problem; and (3) at Softek's discretion, dispatch on-site support as required. Problems must be submitted through the Call Tracking Center , as set forth at http://www.softek.com/en/support/tracking/.

Softek shall respond to reported problems by issuing, as appropriate, problem correction information, a restriction, or a by-pass. Softek shall respond only to problems that can be duplicated by operating the Software in accordance with the Specifications. Customer shall designate in writing no more than three (3) contacts authorized to contact the Softek Call Tracking Center.

As part of the Maintenance Services, you are also entitled to download Releases from Softek's Website for the version of the Software that you have licensed. A Release is defined as an incremental enhancement to a version which is not a major functional change or a maintenance fix. Releases are designated by Softek as a change in the tenths digit(s) of the Software version number [x.(x)].

From time to time, Softek may, for an additional fee, make available new versions of the Software that contain newly developed code and which provide additional features and/or functionality (each a “Chargeable Option”). Maintenance Services will also be made available, for an additional fee, for each Chargeable Option.

Maintenance Services for the Software shall be available until Softek discontinues such services upon at least six (6) months written notice. If a maintenance release becomes available, Softek may discontinue the Maintenance Services for any or all previous releases. Softek does not guarantee the results of the Maintenance Services or that all program problems will be corrected. Softek's sole obligation shall be to use reasonable commercial efforts to correct problems.