The Basic Support package is an annual subscription that provides customers with support via telephone and remote connection during standard business hours.

This package includes:

· Support between 07:00 AM and 05:00 PM Pacific Standard Time, Monday-Friday, excluding holidays

· Support will be via telephone, analog modem connection, VPN or via the Internet. The remote connection will use one of the following tools: Microsoft NT Remote Administration Services, Symatec's PCAnywhere, Microsoft Windows Terminal Services, or WebEx Internet-based support tool.  Purchaser absorbs phone charges incurred during support for analog modem connection.

· Free software updates & service packs

· Free software upgrades (pursuant to terms listed in Article V of the System Purchase & License Agreement)

· Reduced rate for on-site support

· Guaranteed response time

* All support activity is managed and tracked via Siebel CRM solution

* Maintenance support is provided as an annual contract