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8NRG TECHNOLOGY SERVICES IV. CLIENT'S RESPONSIBILITIES A. To request service, CLIENT shall call NRG during Business Hours; excluding legal and company holidays. B. CLIENT agrees to allow NRG service engineers or its service technicians reasonable access to the premises and facilities where the CLIENT equipment is located. CLIENT agrees to provide an adjacent work area that includes adequate lighting, power outlets, a telephone line and at least one data transmission line, if applicable, for troubleshooting and testing communications. C. It is the responsibility of the CLIENT to ensure that PRESCRIBED BACKUP OPERATIONS PERFORMED BY THE CLIENT ARE ADEQUATE. NRG will not be responsible for CLIENT's failure to do so, nor for the cost of reconstructing data stored on disk files, tapes, memories, etc., lost during performance of service performed hereunder. D. CLIENT authorizes, if appropriate, virtual private network (VPN) access to CLIENT's local area network (LAN) for the purposes of support and troubleshooting of the IT infrastructure that NRG supports through this contract. E. CLIENT agrees to provide the necessary cooperation to join and engineer online via an acceptable (minimum speed of 512 kbps upload and download speed) and secure internet connection, to gain remote access to CLIENT's system for the purpose of providing remote monitoring, support and troubleshooting. F. CLIENT must assign a primary contact to coordinate the scheduling of on-site service calls, licensing concerns, and technology needs. CLIENT will advise NRG of any changes in the primary contact and update NRG as needed. G. NRG will not install, support or service any illegal or "bootlegged" software. H. Office conditions: All services to be provided to client hereunder shall be provided under standard office conditions only. NRG will not be required to perform any services in any environment containing any hazardous substance or condition, inadequate heating, ventilation, air conditioning, or lighting, or any hazardous or potentially hazardous conditions. V. NRG'S SERVICES A. NRG will maintain Business Hours from: 8:00am - 5:00pm Central Time, Monday thru Friday, excluding holidays. B. Telephone Support and E-mail Support: Our Service Desk can be contacted by dialing (701)250-9400 and is available during Business Hours. E-mail Support: Provided through support@nrgtechservices.com and available during Business Hours with one business day response time. C. Onsite Support: Our technician/engineer will provide full onsite support ranging from general maintenance, software, internetworking, and network administration to full product installations. A minimum one (1) hour charge applies to all onsite support calls unless otherwise specified in the Exhibit A. Travel time to and from CLIENT's location is considered onsite support, and is calculated by NRG at the current hourly rate defined in Exhibit A. D. Scheduled On site Support: Our scheduled onsite support service is available during Business Hours with two business days notice or as defined in the service contract. E. NRG reserves the right to decide whether CLIENT's request for support services shall be accomplished via telephone support or onsite support. F. Emergency Support: After hours, weekend and holiday service is available through telephone and on-site support. A surcharge may be applied to the standard hourly rate as defined in III(E) of this Agreement. A minimum two (2) hour charge applies to all emergency support calls unless otherwise specified in the service contract. G. Remote Troubleshooting: Our technician/engineer will securely log into the CLIENT's network to determine the source of the problem. In addition, the technician/engineer will 1661 Capitol Way, Suite 102 - Bismarck, NO 58501-701.250.9400