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Software maintenance, which includes maintenance releases, enhancements, new versions, additions, and modifications to the Software, that it provides to all other customers under support for no additional fee.

Bug fixes to bring the Software into substantial conformance with its then-current user guide.
Response time is in accordance with the chart below.

Resolution Process for Issues of Severity Levels 1 and 2:

(1) Trouble Ticket opened.
(2) Assign an engineer to determine and correct the error.
(3) Periodic reports on the status of the correction.
(4) Initiate work to correct the error.