CUSTOMIZATION HOSTING OPTIONS IMPLEMENTATION ASSISTANCE MAINTENANCE and SUPPORT UPGRADES

CUSTOMIZATION Perhaps the most important customization feature is the ability for CHEMATIX™ to interface with existing legacy systems, especially financial, authentication, facilities and accounting systems. Key to our success is the ability of CHEMATIX™ to be configured to exchange essential data between systems, thereby maximizing utilization of existing technology, reducing overall upgrade investment and drastically increasing productivity. SIVCO is pleased to offer comprehensive customization options with CHEMATIX™, from the user level all the way down to system administration. Interfaces are vital to usability and user compliance. We recognize this important feature and have allowed for customization of user interfaces to capture not only the necessary requirements of your business but the look and feel that defines your image. Reporting is another key area in which customization is vital. Standard system reports are enhanced by an almost infinite combination of customized reporting options for users at all levels. Additional user types and regulatory bodies can also be designed into CHEMATIX™ with varying levels of access, authority and responsibility. ^ top ^ HOSTING OPTIONS EXCLUSIVE HOSTING All hardware and software housed at client’s location will run and manage client’s data only. The proposed server and software environment housed at client’s location will be used exclusively for serving the client’s CHEMATIX™ installation. Client will provide hardware and SIVCO assist to manage the system. All hardware and data is located at client’s location. SIVCO will provide hardware and hosting services for running CHEMATIX™, in client’s working environment. The hosting services will include providing adequate operational hardware environment maintaining efficient business operation. Hosting services provided for efficiently running CHEMATIX™ Chemical Management Operation and additionally providing an additional CHEMATIX™ instance for training purposes if required by client’s project team. SIVCO considers the proposed server system and environment as a vital line-of-business enterprise system. The database, and the data contained therein shall be the property of client. The system shall be available for use 7 days per week, 24 hours per day, including holidays. SHARED HOSTING SIVCO will provide hardware and hosting services for running CHEMATIX™, in remote hosting facility. The hosting services will include providing adequate operational hardware environment maintaining efficient business operation. Hosting services provided for efficiently running CHEMATIX™ Chemical Management Operation and additionally providing an additional CHEMATIX™ instance for training purposes if required by client’s project team. The system shall be available for use 7 days per week, 24 hours per day, including holidays. ^ top ^ IMPLEMENTATION ASSISTANCE Application installation is expected to be smooth and seamless, as SIVCO utilizes open-standards development tools that are compatible with heterogeneous systems. SIVCO personnel will complete (or assist) the installation onto a pre-selected server. Initial system review and validation can commence immediately. SIVCO project management staff will be available for system review sessions, involving comprehensive analysis of all user processes and associated interfaces, with the implementation project team members. During this process, Transfer of Knowledge, defined as information, knowledge, and procedures that are needed to assume the day-to-day operation and maintenance of the application/system, shall occur from SIVCO staff to client. This knowledge transfer follows a normal process that includes mutual participation throughout the project, training, walk-through(s) and documentation. End-user training is available in a variety of delivery formats. Entirely optional, training can be designed for any number of end-users as per the training requirements outlined by the Client. SIVCO will provide proper user manuals and training exercises. SIVCO will provide printed user manual for each training attendee, additionally client will receive the electronic format of the user manual, and hence the printed user manual can be distributed. These hands-on user manuals in conjunction with on-line help can most certainly provide all the necessary training required to efficiently operate CHEMATIX™. The implementation assistance would include but not limited to: assisting with existing inventory barcode, guide and assist with inventory and chemical transfer or other related activities, assist for Waste Management module implementation, assist with CAD review. SIVCO is available to provide experienced assistance on site as the implementation process starts. ^ top ^ MAINTENANCE and SUPPORT During the warranty and support period SIVCO will provide a prompt response (within 2 hours) during regular business hours Monday to Friday 8 AM to 5 PM. SIVCO will provide a contact person and toll-free number for inquiries. Should these avenues fail to provide a resolution, SIVCO is fully committed to provide an on-site resolution. Furthermore, designated client representatives, as defined in the support license agreement, will be permitted to contact SIVCO for technical support outside of normal business hours according to premium level support guidelines. Premium level support shall be defined as any service or support provided by SIVCO personnel outside of normal business hours (8am to 5pm). Response time for premium level support shall not exceed four (4) hours. ^ top ^ UPGRADES Updated versions of the Program may be created by SIVCO from time to time. As stated in the License Agreement while new releases and updates to CHEMATIX™are variable and do not follow a fixed schedule (i.e. quarterly or annually), fees paid as a part of this agreement will entitle to any new releases or updates as they are completed and made available to subscribers. By investing in CHEMATIX™, clients are entitled to built-in vendor-provided upgrade and support services. SIVCO will, during the development and implementation processes, replace and/or alter any component(s) that may be affected by the release of a newer version. In all cases the substituted software will meet and/or exceed previous performance and system requirements. The quick and seamless procedure of upgrade installation will be conducted by SIVCO support staff as part of the “Hosting Maintenance, Upgrade and Support” agreement. ^ top ^