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<br />a. following the CSA procedures we provide. <br />b. registering your users for access to Product databases. and <br />c. acting as the primary interface between your users and us; <br />3. ensure your users use the information obtained from IBMLink only for the support of your <br />information processing requirements. You may not use information obtained from IBMLink for any <br />product development purpose or in any sales or marketing activity or to provide support to any <br />third parties; <br />4. provide the equipment (such as workstations. modems. and communication features) necessary <br />to use IBMLink; <br />5. obtain programs necessary to establish dial access to IBMLink or Internet access to IBMLink; <br />6. be responsible for any unauthorized use of your user IDs; and <br />7. pay the charges of any third party telecommunications service provider you use to access <br />IBMLink. <br /> <br />Support Line <br /> <br />We will provide you remote assistance with the operation of supported products and system <br />environments. In addition, you may order certain optional features which are enhancements to this <br />Service. These tenns also apply for each of these optional features unless we specify otherwise. <br /> <br />Definitions <br /> <br />Customer Critical Problem means a problem for which you have no known work around resulting in <br />a critical disruption in your business operations. <br /> <br />Full Shift means 24 hours a day, seven days a week, including national holidays. <br /> <br />Off Shift means all hours outside of Prime Shift. <br /> <br />Prime Shift means 8 a.m. to 5 p.m. in the local time zone where you receive the Service. Monday <br />through Friday (excluding national holidays). <br /> <br />Supported Products means those products and system environments identified in the Supported <br />Products List located at IBM's Internet address htto://www.ibm.com/services/sl/oroducts ,or as <br />otherwise provided by IBM. The Supported Products List will identify the products and <br />system environments within specified support groups that are eligible for this Service. The Supported <br />Products List will change periodically to reflect Supported Product additions (for example. adding new <br />products) or deletions (for example. deleting products at their end of currency date). <br /> <br />Our Responsibilities <br />We will provide you remote assistance (via telephone from our support center or via an electronic <br />search and questioning capability) in response to your requests pertaining to the following: <br /> <br />For all Supported Products in your covered support groups- <br /> <br />1. basic, short duration installation, usage, and configuration questions; and <br />2. questions regarding IBM Supported Product publications. <br /> <br />For all IBM software Supported Products in your covered support groups - <br /> <br />1. code-related problem questions: # <br />2. diagnostic infonnation review to assist in isolation of a problem cause (for example, assistance <br />interpreting traces and dumps for installation and code related problems); # and <br />3. for known defects. available corrective service information and program fixes which you are <br />entitled to receive under the terms of the IBM license. # <br /> <br />Z125-5766-11 11/2002 (MK076) <br /> <br />12/05/2002 <br /> <br />Page 5 <br />