Different companies need distinguished services. In STATUM we think about the common necessities of our clients, partners and users and we develop a support catalogue divided into several levels.

A - Basic Support Services and Programs' updating

The programs' versions in the stage of Basic Support to Apia products will receive the Basic Support and Programs' updating, which is a standard level for all the Apia support services on the part of STATUM and consists of:

• Access to new versions of Apia programs, “fixes”, security alerts and patches' updating.
• Analysis of updating by fiscal, legal and/or regulatory requirements.
• Access to updating “scripts” (“upgrade scripts”).
• Main versions of the product, which include general versions of maintenance, versions with specific functionality and updating of documentation.
• Recognition with most of the new products/versions of third parties.
• Technical assistance with the service's requirements from Monday to Friday, during normal office hours (9.30 a.m. to 6.30 p.m. GMT -3), excluding holidays.
• Access to STATUM's Portal (www.statum.biz) and the Apia Support Portal Knowledge Base (www.statum.info), including the possibility of registering incidents and service requirements on Internet, unless otherwise stipulated.
• Non-technical client service during normal office hours.

B - Extended support Services

Extended Support Services for Apia provides for a set of services with their corresponding parameters, and consist of:

• Service Priority Requirements: service requirements will receive priority among other requirements of the same level of severity carried out by clients with Basic Support Service.
• Guides to Meet Service Requirements: reasonable efforts to meet the service requirements under the following guidelines:

1. 90% of service requirements with Severity 1 carried out by the client will be met within an hour from the receipt of all the required and requested information.
2. 90% of service requirements with Severity 2 carried out by the client will be met within the following 2 1/2 local working hours from the receipt of all the required and requested information.
3. 90% of service requirements with Severity 3 carried out by the client will be met within the following local working day from the receipt of all the required and requested information.
4. 90% of service requirements with Severity 4 carried out by the client will be met within the following local working day from the receipt of all the required and requested information.

• A technician of Apia support and services appointed for the client, who will be in charge of supporting him in the handling of service requirements and providing service inspections.
• Priority answer on the part of Apia's Development team for ”bugs” in the product originated by the service requirements solution.
• Quarterly service inspections.
• Priority access to events sponsored by STATUM relating to Apia, depending on if they are available for clients of extended services.
• Access to monthly conferences via Web in which STATUM's executives and/or experts in Products of Apia Technology will participate.
• Attending lectures with experts in products of Apia technology of high level and/or with managers, available exclusively for clients of extended services.
• Access to experts in out of office timetables for different services (updating, migration, etc.), with anticipated coordination.

NOTE: In order to be able to acquire Extended Support Services, the user must acquire the Basic Support and Programs' updating for that set of licenses.

The rates for the Extended Support Services are defined according to the “set of extended services” and their corresponding “service parameters”. Contact the commercial agent to know the availability and corresponding rates.

C - Exceptional Support Services in Discontinued Versions

The Exceptional Support can be available for certain versions of Apia programs after the maturity of the Basic Support. When the Exceptional Support is offered, it is generally available for three years after the maturity of the Basic Support and only for the terminal versions of the patches' sets (“patchset”) of an Apia program.

The versions of Apia programs which possess the requirements to receive Exceptional Support will receive the Exceptional Support and Programs' updating, limitting to the following:

• Programs' updating, “fixes” and critical patches' updating, created during the period of Basic Support.
• Updatings due to fiscal, legal and regulation requirements generated during the period of Basic Support.
• Updating Scripts (Upgrade scripts) generated during the period of Basic Support.
• Main versions of products and technology, which include maintenance general versions, versions with specific functionality and documentation updating.
• Assistance with commercialy reasonable requirements.
• Access to STATUM's Portal (www.statum.biz) and the Apia Support Portal Knowledge Base (www.statum.info), including the possibility of registration of incidents and service requirements on Internet, unless otherwise stipulated.
• Non-technical client service during normal office hours.

The Exceptional Support does not include:

• New programs' updating, “fixes”, safety alerts and critical patches' updating which do not correspond to product's errors.
• New updatings due to fiscal, legal and regulatory requirements.
• New Updating scripts (Upgrade scripts)
• Certification with new products/versions of third parties.
• 24-hour commitment and answer times for service requirements with Severity 1 as it is defined in section "Severity Levels".

Due to the fact that versions of programs with Exceptional Support do not receive that support in a complete way any longer, the information and capacities related to those versions can be limited. The availability of systems of hardware and software base where the versions of those programs can be executed can also be limited.