The Alpine Software technical support team provides the following:

• Toll Free Support - Monday thru Friday, 8:00am - 6:00pm EST.
• 24 hour Pager Service for selected customers.
• Constant system upgrades.
• Remote Dial In for peer to peer feature demonstration.
• Internet Web Site for future downloads.

Updates can be downloaded directly to your machine via an internet connection.

Users are required to provide remote dial-in access. Yearly support is initially 15% of the original system cost including network license. To cover increasing costs of business over time, we reserve the right to increase your support by no more than 7 percent in any one year (for example, if you have a $5,000 system, support in the initial year will be $750. The most it can increase the following year is $52.50).

Data conversion, installation, and training costs are not included in the support cost calculation.

For customers with the software maintenance agreement, service requests are requests by customers for changes to their operating software to eliminate bugs or errors within the existing system. They are handled in the following manor:

1. User faxes request to Alpine at (585) 264-9844. User must describe in detail what the problem is, and when it occurs.
2. Alpine determines disposition and proper action to be taken.
3. Alpine will download the corrected/updated system to your machine and perform the necessary operations.
4. If a request occurs that will change or enhance the current program (custom request). The request will be evaluated by Alpine's programming department. If the request will help other current users with no detriment to any existing systems, Alpine may make the modification. Request will be looked at on a case by case basis.

Modification Policy Statement:

Alpine Software Corporation incorporates features for current customers into the RedAlert™ System that meet the following requirements:

• Modifications cannot adversely affect other users.
• The RedAlert™ Updating Routine includes all enhancements.
• Therefore a new feature must be acceptable to the current user base.