All Standard Support services are provided via telephone and/or remote systems provided by Simpson Associates' dedicated team of Support Analysts.

First level support services shall be in response to defect and/or malfunction of the supported software, including a two business hour maximum response by a Support Analyst to the Customer on receipt of an accepted support issue.

First level support comprises:-

• technical assistance with problem diagnosis through to resolution for supported cases
• tracking and status reports
• issue of temporary fixes and/or workarounds
• re-creation of customer issues, where required in Simpson Associates testing environment
• advice on upgrades/migrations/product lifecycles
• preventive maintenance visits to qualifying customers, including a documented technical account review of the customer environment
• periodic software and documentation updates, as issued by IBM to entitled customers via Simpson Associates
• access to online knowledge bases and technical notes
• ad-hoc or automated periodic reporting of customer case summary
• new software releases, as issued by IBM to entitled customers via Simpson Associates

Second level support comprises:-

• support assistance where required from IBM and shall be co-ordinated by Simpson Associates via IBM on referral of support request from Simpson Associates, where Simpson Associates has made all reasonable efforts to resolve the support request in a timely manner
  
• IBM shall provide interim software fixes, rapid releases, temporary fixes and/or workarounds and other support features to entitled customers via Simpson Associates.