Basic Support All clients receive basic phone support during normal GTi business (8 am - 5 pm Eastern)

Remote Access Support GTi will login to host systems via secure remote access to troubleshoot system problems and issues

Vendor Call Management GTi will work with Unix operating system and host hardware vendors on client's behalf to resolve issues.

Discounted Rates on Billable Services Clients receive a predefined discount on services not covered under the agreement.

System Audit GTi will perform a host system audit prior to commencing support.

Daily System Proactive Monitoring GTi will perform a daily system status review.

Bi-Weekly System Data Collection GTi will collect critical system data that would be necessary in restoring a system in case of critical system failure.

Unix System Administration GTi will provide remote system administration as approved by the client.

Configuration Assistance GTi will assist the client in performing host configuration changes and will coordinate with vendors as necessary.

Support Case Reporting Clients will receive an electronic monthly support case status report detailing support activity.

Quarterly Reporting Clients will receive an electronic quarterly report that will detail system event data.

Scheduled Site Visits GTi will provide the client with up to two, two-day site visits for consulting, operating system related work, etc.