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HomeMy WebLinkAboutCAG2002-0420 - Extension - ImageSource, Inc. - Support Services Agreement Renewal - 04/01/2006 Records Manogen�iei KENT Document WASMINOTDN � _ �� CONTRACT COVER SHEET This is to be completed by the Contract Manager prior to submission to City Clerks Office. All portions are to be completed, if you have questions, please contact City Clerks Office. Vendor Name: ��ti 5��r� a Vendor Number: ; p JD Edwards Number Contract Number. �T06' U This is assigned by Deputy City Clerk Description: / /1r« !'p�'�v✓� ��J� Detail: Project Name: E b 1� S Contract Effective Date: - " / Termination Date: ZZ3 Z�o7 Contract Renewal Notice (Days): d Number of days required notice for termination or renewal or amendment Contract Manager: � /W p7A l PN'�� Department: Abstract: 5 Pubhc\RecordsManagemenf\Forms\Controctcover\ADCL7832 07102 AN ImageS®urce An OAR Support Services Agreement Annual Software Assurance Annual Software Professional Support Annual Hardware Maintenance City of Kent ImageSource Locations and Notifications Agreement Anniversary Date Start Date Per Individual Schedule in Exhibit A Agreement Date, Licensee Physical Location City of Kent Attention: Jim McKenney 2220 4th Ave So Title: Sr Systems Analyst Kent,WA 98032-5895 Phone: 253-856-4606 Licensee Billing Information City of Kent Attention: Jim McKenney 2220 4`h Ave So Title: Sr Systems Analyst Kent, WA 98032-5895 Phone: 253-856-4606 Notices to ImageSource, Inc. Written notices must be given, as required in the"General Provisions" Notice section of this Support Services Agreement, to the following ImageSource, Inc Attention: Contracts Office 612 5th Avenue SW Title: ImageSource Inc Olympia, WA 98501 Phone: (360)943-9273 Fax: (360)943-4449 Submitting Support Requests ImageSource encourages our clients to submit support requests via our support web form The ImageSource support web form is directly linked to our internal ProSync support tracking systems By using the support web form the Licensee can dramatically reduce the amount of time spent gathering fundamental information regarding the support request In the event that the support request form is unavailable or otherwise cannot be accessed any of the following methods can be used to submit support requests Support Web Form: http//portal imagesourceinc com/techsupportltech support asp Support Email support(@imagesourceinc corn Dial in Support Request: 360-943-9273 Support Services Agreement v 1111412003 Page 2 ©ImageSource,Inc ImageSource 1. Annual Software Assurance ImageSource, Inc ("ImageSource") will provide Software Assurance for the Solution subject to Licensee's payment of applicable Annual Software Assurance The Solution Is defined as the software provided by, or supported by ImageSource and specifically listed in this Agreement Software Covered Under This Agreement ImageSource shall provide Software Assurance only on the items set forth In Program Exhibit A—"Annual Software Assurance Coverage" Software Assurance Services ImageSource shall provide the following services as part of Software Assurance Software Assurance coverage provides software minor updates for the same major software version up to version X 999, where"X" is the major version Software Assurance Is NOT an extension of the warranty period, rather It runs concurrently with any warranty Software assurance does not provide a major upgrade from version "X"to another major version"Y" except where provided by the manufacturer Software Assurance may provide special pricing provisions and significant discounts for a major upgrade to version "Y" All support services for the Licensee current on this plan are through ImageSource by the"Licensors"— OnBase, Stellent, Legato, Kofax, ImageSource, or Captovation, etc These support services may include 1 A subscription to any Licensors Technical Bulletin 2. Access to any Licensors Technical Support Knowledge Base 3 Access to any Licensors BBS/Web site providing utilities and patches. 4 Additional services provided by ImageSource on behalf of the Licensee by the Licensor are provided only through the ProSAM Program as defined in this Agreement Such support will Include, but not be limited to a Assistance related to questions on the use of the Solution through telephone, email, or on- site support b Assistance in identifying and determining the causes of suspected errors or malfunctions in the Solution c Advice on detours or workarounds for identified errors or malfunctions, where reasonably available d Information on errors previously identified by Licensee and reported to ImageSource, and detours to these where available e Advice on the completion and authorization for submission of the required form(s)for reporting identified problems in the Solution to ImageSource Support Services Agreement v 1111412003 Page 3 ©ImageSource,Inc ImageSource 2. Professional Services & Maintenance ("ProSAM") Professional Services & Maintenance (ProSAM) is a program that allows Licensees to purchase support hours at a reduced rate for the support of their Software or Solution ImageSource will provide ("ProSAM") services for the Solution subject to Licensee's purchase of the number of hours indicated in Program Exhibit A— "Professional Services & Maintenance" Professional Services-Hours of Coverage ImageSource may provide the following services as part of the ProSAM Program described later in this section Except as otherwise provided herein, ImageSource shall provide the maintenance between the hours of 8 30am-5 00pm, Pacific Time, Monday through Friday, excluding ImageSource holidays as indicated in Program Exhibit B All work performed outside the outlined support hours, will be billed at ImageSource most current overtime rate, one (1) hour minimum Escalation Procedures; Remedies Escalation procedures for an unsolved maintenance issue will vary according to the impact of the problem Minimally, when a failure has not been corrected within two(2) business days the following escalation procedure will be followed 1. The Support Engineer will notify ImageSource Executive Management and the call will be placed on Priority Status 2 ImageSource Executive Management will notify Manufacturer/Software Manufacturer Executive Management and the call will be placed on a Priority Status 3 A Senior Support Engineer will immediately be dispatched on-site and other ImageSource Support resources will be contacted as appropriate 4 A conference call will be initiated between Licensee, Licensor and ImageSource to determine next appropriate course of action A"system inoperable" condition or a critical operational issue will advance all timeframes above by 24 hours Software Maintenance— On-line Support ImageSource may execute on-line diagnostics from a remote ImageSource location to assist in the identification and isolation of suspected Program errors or malfunctions Licensee must provide equipment as outlined in section "General Provisions" Licensee Responsibilities. Software Maintenance— On-site, email and Telephone Support During the period of time covered by the Agreement, ImageSource will perform installation and testing of any new Licensor minor update releases that are included in the Software Assurance Agreement ImageSource will provide timely telephone, email and on-site support to maintain the Solution and other customization provided by ImageSource Reasonable working space at the Licensee's site will be provided to ImageSource as required All time used will be deducted from the relevant ProSAM balance account and are recorded in the ImageSource ProTie Incident Tracking System With a minimum on-site call being one hour, all time will be deducted in hour increments for all on-site(after the first hour), email, and telephone support All hours used will be tracked by the assigned, and/or onsite technician Support Services Agreement v 1111412003 Page 4 ©ImageSource,Inc tmagesuurce If a problem occurs which significantly Impacts Licensee's usage of the Licensed Program and remains unidentified or unresolved either by detour or permanent correction after Licensee has taken the ImageSource prescribed action, ImageSource will dispatch a representative to the system location during regular Business Days and Hours, 8 30am-5 OOpm, Pacific Time, Monday through Friday, excluding ImageSource holidays which are listed on Exhibit B, ImageSource Holiday Schedule The representative will arrive in one business day or less for all supported locations within a 100 mile radius of any local ImageSource office location In addition, at this time the System Engineer will notify the Professional Services Manager and the condition will be placed on Priority Status The support provided under this program does not include(unless specifically stated in the written agreement) duties normally associated with on-going LAN Administrator tasks, recovery of databases that were not properly backed up, and normal data base administration tasks (reorganizing data base, running backups, restoring data bases, reviewing logs, updating statistics, capacity planning, etc ) The licensee will bear full responsibility for backing up the Solution according to industry standard practices The Licensee will not hold ImageSource liable in any way for consequences resulting from lost data caused by the unavailability of appropriate back up data ImageSource will provide or make available 1 Advice and assistance in diagnosis and identification of errors or malfunctions in the Licensed Program 2 On-site consultation on correction or detour of identified errors or malfunctions. 3 Advice and assistance on completion of form to report errors or malfunctions to ImageSource as specified in the reporting procedure Other Professional Services Available Under ProSAM The Licensee may request, and are encouraged that ProSAM hours be utilized for any of the following Consultation Reinstallation Training Customization & Reconfiguration Design Analysis Project Management Minor Projects Solution Enhancements Upgrade Installation Update Installation WEB Development Documentation Error and Malfunction Service ImageSource will either 1 Provide Licensee with detour or code correction to the program error or malfunctions Each detour or code correction will be made available in the form of either a written correction notice or machine-readable media and will be accompanied by a level of documentation adequate to inform Licensee of the problem resolved and any significant operational differences resulting from the correction which is known by ImageSource, or 2 Provide Licensee with a written response describing ImageSource'then existing diagnosis of the error or malfunction and generally outlining ImageSource' then existing plan and timetable for correcting or working around the error or malfunction Software Assurance updates and Maintenance Release Services ImageSource will provide error corrections and Maintenance releases to the Solution, which has been developed by ImageSource ImageSource will also install Software Assurance updates as requested by the licensee Each Software Assurance or Maintenance release will consist of a set of programs and files made available in the form of machine-readable media and will be accompanied by a level of documentation adequate to inform Licensee of the problems resolved including any significant differences resulting from the release, which are known by ImageSource Support Services Agreement v 1 111 412 003 Page 5 0 ImageSource,Inc Imagesource If either ImageSource or the Licensee Installs updates, Licensee agrees to carefully follow release Instructions, review system operations after Installation, and report any problem detected as soon as possible Travel Expense On site support that may be required, or other on-site work performed by ImageSource employees for any Licensee located outside of the east and south Puget Sound area from Marysville to Olympia In the State of Washington, may be impacted by travel and/or living expenses incurred by ImageSource Such actual expenses will be billed, as they are incurred, outside the scope of this Agreement Automobile and air travel time will be deducted from the ProSAM program at 50% of the normal rate Documentation/Software Media Updates ImageSource shall provide to Licensee one copy of any revised or additional documentation describing the Licensed Program, which ImageSource makes generally available to other entities receiving Standard Technical Support Services from ImageSource ImageSource shall provide upon request one copy of updated Software Media made available to Licensor from the Software Manufacturer Support Services Agreement v 1111412003 Page 6 ©ImageSource,Inc k Ima[geso lm 3. Annual Hardware Maintenance Hardware Covered Under This Agreement ImageSource, in consideration of the annual maintenance charge provided for herein, agrees to provide Hardware Maintenance only on the Items set forth in Program Exhibit A "Annual Hardware Maintenance Coverage" Service Hours and Response Times Except as otherwise provided herein, ImageSource shall provide the maintenance between the hours of 8 30am-5 OOpm, Pacific Time, Monday through Friday, excluding ImageSource holidays as indicated in Program Exhibit B All work performed outside the outlined support hours, will be billed at ImageSource most current overtime rate, one(1) hour minimum. ImageSource will use its best efforts to respond to a request for services within one(1) hour via telephone after receipt of such inquiry If on-site diagnosis or service is necessary, then ImageSource will use its best efforts to arrange for such diagnosis or service to take place by a ImageSource authorized representative within eight(8) business hours after a determination is made that it is necessary What is Covered ImageSource will provide qualified representatives or authorized service providers to service your hardware equipment Coverage includes all travel time, mileage, labor, and parts What is Not Covered This agreement does not include furnishing or replacement of consumables Installation of supply items will be performed without charge if the Service Representative is present for regular service reasons A regular service charge will be made if a special call is requested only for the purpose of installing supply items Lamps, glass, print kits, paper, toner, starter toner, fuser oil, fuser rollers, imaging units (after warranty), optical disk media, cleaning kits and drums are considered expendable supply items This agreement does not cover service, repairs, or parts necessary because of accident, misuse, abuse, neglect, theft, vandalism, electrical power failure, alteration, fire, water, or other casualty, acts, or omissions in performance or repairs or service by non-ImageSource personnel, malfunction of parts or attachments not supplied by ImageSource, or use of supplies or spare parts not meeting ImageSource' specification This agreement does not cover the restoration of lost or damaged data or documents in any manner This Agreement does not cover periodic or automatic preventative maintenance to clean or adjust any hardware item Operators will be trained to perform such tasks, as required, at the time the hardware is installed, or may request such instruction when the Technician is present or by use of the ProSAM program for professional services Coverage Eligibility The equipment must be in good working condition on the commencement date of this Agreement ImageSource' charges for parts and labor required to place the equipment in such condition will be invoiced to the Licensee at ImageSource then-current rates This Agreement shall become effective on the date of equipment installation or, if the equipment is already in place from a prior implementation, on the date of this Agreement Support Services Agreement v 1111412003 Page 7 O ImageSource, Inc t 4W .., Image source Relocation Service Relocation Services are not covered under this Agreement but Professional Services from ImageSource may be utilized for this purpose and the time may be deducted from the ProSAM time on account Upon receipt of at least thirty(30)days prior written notice, ImageSource will perform reinstallation service for Equipment to be relocated by Licensee In this case, all Travel Time to and from the ImageSource facility in Seattle will also be deducted at 50% of the regular rate under ProSAM Also, any expenses or materials used by ImageSource in providing the reinstallation will be billed to the licensee All zone and extended maintenance uplifts, will apply during relocation Standards ImageSource will have the equipment maintained to conform to its published specifications and to be in good working order ImageSource and the Licensee agree that equipment may not be available during periods where it requires maintenance It Is the responsibility of the Licensee to ensure that all of its files are adequately duplicated and documented and that the licensee conforms to the terms and conditions of all software and equipment manufacturer-licensing provisions as applicable ImageSource will not be responsible for Licensee's failure to do so ImageSource is not responsible for the cost of reconstructing data stored on disk files, tapes, memories, etc , lost during the course of any maintenance services performed pursuant to this Agreement as the Licensee must maintain appropriate backup and duplicate back up data to mitigate such a circumstance ImageSource reserves the right to replace any part with new or refurbished parts of equivalent functional specification Limitations of Liability IN NO EVENT SHALL EITHER PARTY BE LIABLE TO THE OTHER FOR INCIDENTAL, INDIRECT, SPECIAL OR CONSEQUENTIAL DAMAGES, OF ANY KIND, HOWEVER CAUSED AND ON ANY THEORY OF LIABILITY ARISING OUT OF OR IN CONNECTION WITH THE SERVICES OR PROGRAM OR SOLUTION PROVIDED PURSUANT TO THIS AGREEMENT, WHETHER OR NOT SUCH PARTY WAS ADVISED OF THE POSSIBILITY OF SUCH LOSS. IMACESOURCE EXTENDS NO WARRANTIES, EXPRESS, IMPLIED, OR STATUTORY, ON PARTS SUPPLIED OR SERVICES PERFORMED UNDER THIS AGREEMENT, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS OF ANY COMPONENT, MODULE OR EQUIPMENT FOR A PARTICULAR PURPOSE. Support Services Agreement v 1111412003 Page S ©ImageSource,Inc INN J. JlI7age5t7d rce General Provisions Licensee's election not to subscribe to this Agreement or any portion has no effect on the term of this Agreement or on the term of any license created by this Agreement Any changes and/or modifications to this agreement must be mutually agreed to in an Addendum, following Exhibit A& B Automatic Renewal This Agreement shall renew automatically on the Anniversary Date Indicated on Pagel ImageSource will bill the Licensee for a one-year renewal of all programs indicated in this Agreement Rates at renewal time for Professional Services, Software Assurance, and Hardware Maintenance may be adjusted in accordance with publisher and manufacturer adjustment percentage in the same rates due to any determining factor in the publisher or manufacturer calculation methodology If the Licensee desires to cancel any portion of this Agreement upon the next Anniversary Date, a notification to ImageSource at the address stipulated on Page 1 must be mailed to ImageSource prior to 45 days from the Anniversary Date If desired by the Licensee, ImageSource will meet with the Licensee at any time prior to this to discuss the renewal Third Parties ImageSource, Inc does not warranty work done by unauthorized third party vendors or contractors ImageSource will not be held responsible for any malfunction or error resulting from third party services. In the event that Licensee engages a third party to perform maintenance, upgrades and/or performs services of any kind on items listed in Exhibit A the terms and conditions set forth in this agreement will be considered null and void ImageSource will not be responsible to refund any monies paid for services listed in Exhibit A Cancellation During Term This Agreement may not be cancelled, and refunds of any money paid will not be made for any reason during the term of the Agreement from one Anniversary Date to the next Anniversary Date Use of Licensee Solution and Computer When ImageSource performs services pursuant to this Agreement which require the use of the Licensee's computer system(s), the Licensee agrees to make it available at reasonable times and in reasonable time increments, and in no event will the Licensee charge the ImageSource for such system use If the Licensee wants to add new software to the workstations or Servers, the Licensee should contact ImageSource to be advised if the new software will affect the performance of the system Failure to do so could result in billable support to the Licensee if service is required Licensee agrees to furnish ImageSource access to the software modules when performing service— subject to Licensee's reasonable industrial security and safety rules Licensee must provide the necessary data communications equipment and operating software at its location to support remote problem diagnosis and maintenance Licensee Responsibilities Licensee agrees to furnish ImageSource reasonable access to the Equipment when performing service subject to Licensee's reasonable industrial security and safety rules If applicable, Licensee shall provide the necessary data communications equipment and operating software at its location to support remote problem diagnosis and maintenance Upon installation of any Software or Hardware upgrades, Licensee agrees to follow release installation instructions, review system operations after installation, and report any problem detected as soon as possible Reasonable storage space at the Licensee's site will be provided to ImageSource as required Support Services Agreement v 1111412003 Page 9 ©ImageScurce,Inc ImageSource rue Severabiiity and Waiver If any term or provision of this Agreement shall be found by a court of competent jurisdiction to be invalid, illegal or otherwise unenforceable, the same shall not affect the other terms or provisions hereof or the whole of this Agreement, but such terms or provisions shall be deemed modified to the extent necessary in the court's opinion to render such terms or provisions enforceable, and the rights and obligations of the parties shall be construed and enforced accordingly, preserving to the fullest permissible extent the intent and agreements of the parties herein set forth Either party's failure to exercise a right available to it by reason of the other party's breach shall be taken as an isolated instance and shall not be deemed to be a permanent waiver of such right Notice All notices, requests and other communications permitted or required under this Agreement must be in writing, and shall be delivered as follows with notice deemed given as indicated (i) by personal delivery when delivered personally, (u) by overnight courier upon written notification of receipt, (in) by certified or registered mail, return receipt requested, five(5) days after deposit In the mail All notices for both parties shall be sent to the addresses set forth on Page 1 of this Agreement Force Majeure Neither party shall be liable by reason of any failure or delay in the performance of its obligations hereunder on account of strikes, riots, insurrections, fires, floods, storms, explosions, earthquakes, acts of God, war, governmental action, or any other similar cause, which is beyond the reasonable control of such party If any force majeure event occurs, the party delayed or unable to perform shall give immediate notice to the other party Governing Law This Agreement will be governed and construed In accordance with the laws of the State of Washington as applied to transactions taking place wholly within Washington The courts of the State of Washington located In the County of Thurston and the United States District Court for the State of Washington shall have exclusive jurisdiction of any legal proceeding regarding this Agreement, and the parties expressly submit to the jurisdiction of said courts No Assignment This Agreement shall be binding upon the parties' respective successors and permitted assigns Neither party may assign this Agreement, or any of its rights and obligations, without the written consent of the other party which is not to be unreasonably withheld Any internal corporate reorganization by Licensee that does not involve any entity other than Licensee which results in a change of name or form of legal organization of Licensee ("Reorganization") shall not be considered an assignment hereunder, and Licensee may engage In such Reorganization without the consent of ImageSource and without affecting its rights and obligations under this Agreement Any reorganization of ImageSource which results in a change of name or ownership shall not effect this Agreement, and upon any such change, the Licensee shall receive Services of a quality no less than Licensee received prior to the assignment Entire Agreement This Agreement, and its appendices, set forth the entire understanding between the parties hereto and supersede all prior agreements, arrangements, and communications, whether oral or written, with respect to the subject matter hereof No other agreements, whether oral or written, shall be deemed to bind the parties hereto with respect to the subject matter hereof This Agreement may not be modified or amended except by the mutual written agreement of the parties However, Program Exhibits A may be changed to reflect additional product coverage as the Licensee may Support Services Agreement v 1111412003 Page 10 ©ImageSource,Inc Jmayesource add to the Solution or implemented additional Solutions Exhibit B will change annually as ImageSource Holidays and relevant dates change every year Countersignature This Agreement Is void If not countersigned and returned by ImageSource to Licensee within five(5) business days after Licensee has signed and delivered It to ImageSource Schedules issued subsequent to this Agreement(and its initial Schedule(s))will be void if not countersigned within five (5) business days after Licensee has signed and delivered it to ImageSource Authorization IN WITNESS WHEREOF, the parties have executed this Agreement in duplicate counterparts, each of which shall be deemed an original but both of which together shall constitute but one instrument 4W AwkImage5®urce City of Kent Authorized Signature Au or ed Signature Print Name Print Name Title Title -313 Date Date Support Services Agreement v 1 111 412 003 Page 11 ©ImageSource,Inc �. JmageSource PROGRAM EXHIBIT A Software Assurance Coverage Coverage between 4/1106 through 3/31/07 Stellent 60 CC-101 Image Management License 402296/V 4 0 31878 19,126 80 Stellent 1 CL-121 Client Site License 402296/V 4 0 4,50000 4,50000 EBR-ERP- 402296/V 4 0 Stellent 1 001 SW Adapter for JDE One World 5,950 00 5,950 00 EBP-LOB- 402296/V 4 0 Stellent 1 001 Line of Business Link2,700 00 2,700 00 Stellent 1 CC-102 ERM License 402296/V 4 0 25506 25506 Stellent 1 BA-WEB SupporlView 402296/V 4 0 1,05800 1,05800 Stellent 4 EX0001 Extempore 1 -24 Concurrent 185545/V8 5 27461 1,09844 users Stellent 1 EXADM Admin Licenses 185545/V8 5 11690 11690 Stellent 1 AFT-MOD- Full Text Module 25KPPM 6072-7300- 81900 81900 025 0290-8541 Stellent 1 AFT-OVF- Full Text Overflow 1 Mil PPC 6072-7300- 45900 45900 000 0454-9303 Stellent 5 AFT Full Text Concurrent Client 402296/V 4 0 1800 9000 CLIENT' Stellent 1 EXBASE Base Extempore Server 185545/V8 5 3,57000 3,57000 EC-ST- 6-556529/V4 4 Captovation 6 EcScan-Level 1 29900 1,794 DO 0021 EC-ID- 6-556529/V4 4 Captovation 7 Ecindex 42500 2,975 00 1001 EC-10- 6-61231314 4 Captovation 1 Ecindex OCR Module 11900 Declined 1000 AE#VM01- Ascent Capture 5K—Test PB61541 V6 1 Kofax 1 17910 17910 005K System ProLynx Release Script for Kofax N/A IS 1 RS-V3 X Ascent Capture 6 X to V5 1 700.00 700.00 Acorde 4 X Total Annual Software Support $ 45,391.30 Support Services Agreement v I UF412003 Page 12 ©ImageSource,Inc Imagesouece Professional Services and Maintenance — ProSAM —Coverage from purchase date until used IF �,, ProSAM 40 Purchased Support Hours,deducted at$185/hr and $185 00 $7,400 00 overtime at$225/hr Total for Annual Software Professional Support $7,400.00 Hardware Maintenance Coverage —Coverage between 4/1/06 through 3131/07 WON" W4 Total for Annual Hardware Maintenance Declined This Support Services Agreement will auto renew yearly. Support Services Agreement v nn412003 Page 13 0 ImageSource,Inc ADDENDUM AUTHORIZATION Both parties have agreed to the following changes to the ImageSource Inc standard Support Services Agreement 1 General Provisions Section, Sub section Automatic Renewal—be amended to read This Agreement shall commence on April 1, 2006 and shall end on March 31, 2007 The term of this agreement may be renewed for successive terms of one year if the following occurs • ImageSource will provide the Licensee with an invoice 30 or more days before the expiration of the term. • When payment is made prior to the expiration of the current term the contract renews • When payment is made after the expiration of the current term, the contract renews and no change to the term is made • When no payment is made or when the Licensee provides written notice of termination after receipt of the invoice and before the expiration of the current term, the contract expires 2 General Provisions Section -Sub section Governing Law— be amended to read The courts of the State of Washington located in the County of King and the United States District Court for the State of Washington shall have exclusive Jurisdiction of any legal proceeding regarding this Agreement, and the parties expressly submit to the Jurisdiction of said courts IN WITNESS WHEREOF, the parties have executed this Addendum Agreement in duplicate counterparts, each of which shall be deemed an original but both of which together shall constitute but one instrument ImageSource City of Kent _wY Aut��)j prized Signature A t o z $i nature Print Name Print Name Title Title Date Date Support Services Agreement v 1 111 412 003 Page 14 ©ImageSource,Inc ImayeSource PROGRAM EXHIBIT B NewYears Day------------------------------------------------------------------------------------------ PresidentsDay------------------------------------------------------------------------------------------ GoodFriday--------—--------—---—-----------------—-----—--------.._------------------- MemorialDay---------------------------------------------—-------------------------------------------- IndependenceDay------------------------------------------------------------------------------------ LaborDay------------------------------------------------------------------------------------------------- Thanks ivin Da DayAfter Thanksgiving---------------------------------------------------------------------------- ChristmasEve--------—---------------------—-------------------------------------------------------- ChristmasDay----------------------------------------------------------------------------------------- Support Services Agreement v 1111412003 Page 15 ©ImageSource,Inc