INITIAL WARRANTY AND ANNUAL MAINTAINENCE CONTRACT
Nexge will be responsible for the following deliverables during the Initial Warranty Period and during the Annual Maintenance Contract provided that the client has bought the Annual Maintenance Contract.

A. Annual Maintenance Contract - Standard
1. Unlimited E-mail support:
E-mail support on the products bought to all personnel deputed by the client for unlimited number of incidents.

2. Telephone support:
Telephone Support to two designated personnel of the client for providing product related information, problem determination and verification.

3. Response and Resolution Time:
Nexge will meet the following timelines for Response and Resolution depending upon the severity of the problem.

Severity	Description	Response Time	Resolution Time
Critical	Complete failure of the services of the Product.	1 Hour	16 Hours
Serious	The Product operates, but operation is severely restricted.	2 Hour	24 Hours
Moderate	The Product operates, but with limitations that are not critical to the end users using it.	1 Business Hour	2 Business Days
Low	The Product operates but causes slight inconvenience to the Client but no inconvenience to the end user.	1 Business Hour	5 Business Days

4. Business Days and Business Hours :
Monday to Friday, 9:30 am to 6:30pm (IST : GMT + 5.5 Hours)

5. The client shall furnish all information relating to the problem to Nexge.

6. Nexge will ensure that the problems are resolved as per the severity levels, response time and resolution times as mentioned above by making available offsite support as it may deem fit. Any Onsite Support will be provided on specific request given all the travel, boarding and lodging expenses are borne by the client.

7. AMC-Basic can be bought for upto a maximum of 2 years after the Product end-of-life is declared by Nexge.

B. Annual Maintenance Contract - Premium
1. All Clauses of AMC-Basic

2. Business Days and Business Hours : 24/7/365

3. Product Upgrades:
Free upgrades that provide new or improved functionality and performance to the products bought. The Product Upgrades shall be provided till the Product end-of-life is declared by Nexge.