The Enhanced Support package provides customers with round-the-clock technical support via telephone and remote connection.

This package includes:

· Unlimited 24x7 support 365 days/year

· 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

· 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