SecureAware Technical Support Service Level Agreement

Subject to Customers' payment of all fees to Neupart,

• Neupart shall use reasonable efforts either to fix or to provide instructions for circumventing any errors discovered in the Software.
• Neupart shall provide reasonable technical support during the hours of 9:00 a.m. and 4:00 p.m. CET Monday to Friday, excluding public holidays.
• Services include support to solve technical problems and user manual interpretation, and help to installation, configuration and operation of the Software.

Customer may report defects regarding the Software to Neupart by telephone +45 7025 8030, by email to support@neupart.com, or by designated contact forms available fromwww.neupart.com .

Customer shall notify Neupart and make every reasonable effort to send any relevant information about the problem observation together with an explanation of where Customer believes the problem to lie.

Neupart shall acknowledge its reception of the reported problem observation, will assign priority, and will use reasonable commercial efforts to solve problems and errors in software and to initiate timely remedial actions.
If the problem observation is a problem/defect/error that is expected to be remedied or corrected in a subsequent software version, Neupart will inform Customer about the planned availability of such version. Neupart provides these support services to the designated primary and secondary technical contacts at Customer.

Neupart specifies the requirements, e.g. hardware and software requirements, in order for the software to provide the intended functionality and to enable the intended usage of the software.

Feb 1, 2011.