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EXHIBIT A-1 <br />~~~~Tw~ SUPPORT AND MAIIVTENANCE HANDBOOK <br />- . AtnVtrALSVrPmITlturoMAngrSNSNta~' <br />The following supplies and amvlces aro inluded in Support and Mainteoence: <br />• Unlimited technical support betwxn 6:OOam end 6:OOpm Pacific Time, Monday through Friday via <br />telephom (800.663.4991), email or web portal <br />• Uolimited phoro support for System Down issues on a 24 hour a 7 days • week basis, provided that: <br />o Site hea remote access and Internet enmil capability far extended support hours <br />o Suppott calls placed during extended support hour moat be placed by m authorized contact <br />Person <br />o Support calls during extended support horns aro for 'system down' problems that result in a <br />customer's inability ro fLlfill critical business functions (i.e. those petteidng to core funcdooality <br />such as processirrg registrations, membmshipe, reotls) and that have no reasnabhs work-around <br />All other calls placed during extended support 6oras will be billed to the cusromer. <br />• Axes to the Active Network's secure customer care web portal and online traidng materials <br />• Regular dxumenttion and communication <br />• New releases and version of the software and free assistance in planing upgrades <br />• SuPP~ also includes, i<such aesietanrx tin be provhied in IS minute or lees: <br />o Limited assistance with report customization (Cfars) m creatlon of custom queries <br />o Aasiatace troubleshooting Third Party products i.e. CryaW Report, SQL Server, lhacle <br />o Assistance to isolate and/or troubleshoot difficulties resulting from sources other tbm Active <br />Network products and services, such as: <br />• General network support i.e. network access, printing. backup and restoration <br />• PC hardware houbhxhooting <br />• PC setup, cooflg~aadon and optimizatlon <br />• Nawerlt operatlng system comigrnatlon and faoctlonality <br />• Basic MiuoaoR Windows firntiooelity (i.e. Windows Explorer err Internet explorer) <br />• Dot cortupdoo due ro Iack of disk space <br />• Loss of supervisor err other password <br />Support aM t4alnEatana Handbook f <br />