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(EW <br />W <br />R,r Y <br />Software maintenance and support.......................................................................................................................................16 <br />Softwareproducts........................................................................................................................................................................16 <br />Software maintenance and support services............................................................................................................................16 <br />Additionalsoftware services........................................................................................................................................................16 <br />Softwareservice rates.................................................................................................................................................................16 <br />Remotesoftware access.............................................................................................................................................................17 <br />Systemwarranty and support.................................................................................................................................................17 <br />System warranties (other than hardware and software product warranties)........................................................................17 <br />Systemsupport process..............................................................................................................................................................18 <br />Problem severity, response, and resolution..............................................................................................................................19 <br />Servicelevel commitment and penalties...................................................................................................................................19 <br />Customer system maintenance obligations..............................................................................................................................20 <br />Generalprovisions...................................................................................................................................................................20 <br />Intellectualproperty ......................................................................................................................................................................20 <br />Authority.....................................................................................................................................................................................21 <br />iv • Agreements 1 Table of contents D Parties Initials: <br />