FlagShip Support Contract (e-mail form) ------------------------------------------------------------------------- between multisoft Datentechnik, Schoenaustr. 14, D-84036 Landshut, Germany Phone (+49-871) 3300237 Fax (+49-871) 33005839 E-mail support@flagship.de (hereinafter referred to as "multisoft") and Company .......: Name, First ...: Address .......: City, ZIP .....: Country .......: Phone .........: Fax ...........: E-mail ........: (hereinafter referred to as "customer") regarding [ ] Standard or [ ] Premium support (check one) applicable for [ ] FlagShip developer(s). 1. The subject of the contract between multisoft and the customer is the agreement about the customer's use of technical e-mail, fax or phone support offered by multisoft regarding FlagShip s/n: ___________________________ [ ]-Personal or [ ]-Pro license 2a.Standard support coverage: multisoft grants the registered customer an unlimited e-mail support for technical problems regarding the installation and usage of the FlagShip software. Multisoft will reply latest within three working days. The customer further obtains free updates via Internet. 2b.Premium support coverage: multisoft grants the registered customer an unlimited e-mail, fax or phone support for technical problems regarding the installation and usage of the FlagShip software. Multisoft will reply within the same or latest next working day. The customer further obtains free updates and discounted upgrades of the software. Additionally, multisoft grants unscheduled fixes or updates in addition to the standard updates. 2c.The Standard and Premium support contract is applicable for one FlagShip developer. For additional developers, a "group support contract" is available, where the second and additional group members are surcharged by 50% of the basis support fee only. 3. Realization of the support: The customer has to register his FlagShip licence using the "Registration Form" latest by the time of his first support request, or together with this Support Contract. For support requests, the customer contacts multisoft either by e-mail (preferred), phone, fax or letter, using the "FlagShip Support Request" Form. The number of support calls is not limited. The support contract covers problems and solutions for the development and use of the FlagShip package. It does not cover the analyse and test of user applications (except of small example demonstrating a problem), nor the general support of the operating system (Unix) which is typically a system administrator task. Nevertheless, Multisoft may (without an obligation) help the customer to locate such administrative problems. Multisoft may give the solution to the problem either by e-mail, phone, fax, or letter. Multisoft is committed to consciencesly handle customer support calls or e-mails to the best of its knowledge, and to apply all the available devices to answer the questions. The customer is obliged to read the manual(s) before demanding support. 4. Guarantee: multisoft does not guarantee for the solution of a problem defined in a support call within a fix time frame. When the cause of an error is in the product itself, multisoft may choose to offer the customer a work-around, or to later send him a free update. 5. Validity: The contract is valid for an indefinite time from the date it is signed. It will become invalid if the customer or multisoft cancels it by letter. The support contract does not replace the license agreement. Furthermore the general business conditions of multisoft apply. 6. Terms of payment: For the contribution referred to in point 2a-c of this contract the customer has to pay to multisoft a yearly fee of EUR 460 (plus VAT, applicable for EU countries only) in advance for the Standard Support Contract, and EUR 920 for the Premium Support Contract for a single developer - see para 2.c for group contracts. Multisoft is entitled to change the fee. The customer will receive a fee changed notice one month in advance and is entitled to cancel this Contract within 30 days if he does not agree. Payment has to be done either by credit card or check in EUR. 7. Final regulations: The remainder of this contract will not become invalid in case one or more of its regulations get suspended. In such a case, both parties will find legal alternative regulations which come econo- mically closest to the suspended ones. There are no further arrangements agreed upon to this contract. Extensions or changes need to be handled in writing to become legal. This written agreement may be waived, upon special arrangement, in writing. 8. Signatures: The signatures of both parties acknowledge their agreement with the contents of this contract. Landshut, date ___________ ____________, date _________ ___________________________ ___________________________ multisoft Datentechnik Customer ------------------------------------------------------------------------- Payment: the amount according to para 6 will be paid via ( )Check in EURO ( € ) currency is enclosed -or- ( )Bank transfer (in EUR), we tell you the bank data in confirmation mail ( ) PayPal, we tell you the PayPal account in confirmation mail ( )Visa [preferred] ( )MasterCard/Eurocard ( )American Express Card Number ...: __________ Valid until ...: __________ Security code..: _______ (see http://www.fship.com/cvv_help.html) Card Holder ...: ___________ Date ..........: ___________ Signature .....: ___________ (not required when sent by e-mail) Forward by e-mail or fax to (+49-871)96561648