The following is a description of the different types of support services that we offer.

1. Training - OnlineWe offer a variety of seminar-style online training courses. These courses are typically offered on a weekly basis, with each course focusing on a specific topic and lasting about one hour. The seminar courses are delivered live, over GoToWebinar online presentation software. We also provide individual training courses using GoToMeeting in a 4-hour, one-on-one format.

2. Training - In PersonOnsite training, either at our Sacramento, CA headquarters, at a computer learning facility, or at your facility, can be arranged on an individual basis. Onsite training will be billed under the same rate structure as Design Consultation. (see below)

3. Technical SupportAt Inductive Automation, we strive for a very high standard of software quality. However, as with any software product, issues will invariably arise. We are consistently receiving praise from our customers for our ability to respond rapidly to technical issues, and for having knowledgeable support representatives. Technical support covers a wide variety of topics dealing with our software and its interaction with other software. Some examples of topics covered by technical support are:

• Database server compatibility
• OPC server compatibility
• Software defects
• Networking issues (as they pertain to our software)
• Performance problems not caused by poor project design
• Script troubleshooting
• Et cetera

4. Design ConsultationWe always recommend that customers find a qualified Systems Integrator through our integrator program, as they provide a much greater range of services than we offer. However, Inductive Automation can provide project design consultation as needed. Our experienced project engineers will work with your IT, engineering, maintenance, and production management groups to create a high-quality distributed HMI/SCADA/MES system.

Our services include:

• Custom HMI/SCADA system design using Ignition.
• Integration with any databases and PLCs in your facility.
• Overall software system design consultation including network layout, database schema design, etc.

Our services do NOT include:

• PLC programming
• Electrical drawings
• General engineering
• Equipment procurement, etc.

Most projects typically require our design personnel being teamed up with your in-house or third-party integration and/or PLC programming personnel. IT department involvement, as well as management from any departments who will use the planned system will also ensure the project is a success. We are happy to work side by side with your qualified engineer and/or IT professional so that when the project is done, they are trained and can maintain and update the system as needed.

I.A. Total Care^TM Support ContractEach software purchase comes with 90 days of free telephone technical support. Telephone technical support, after the initial 90 days, is available with the purchase of our I.A. TotalCare contract.I.A. TotalCare is sold at 19% annually of the initial software purchase price as long as the contract is kept in force. If reinstated after a lapse in coverage the price will be 19% of the current pricing. If I.A. TotalCare is purchased within the 90-day complimentary support contract period, then it is valid for 12 months starting on the day that the 90-day contract expires.We are unable to offer TotalCare for our free products. However, if free products are used in conjunction with paid products, then any TotalCare contract covering the paid products will cover the free products as well. For example, if you bought The Works package, which includes the free Ignition OPC-UA module, your TotalCare for The Works would allow you to receive telephone technical support for the Ignition OPC-UA module.I.A. Total Care^TM includes:

• Special discount upgrade pricing (see below)
• Unlimited telephone technical support
• Design consultation $200/hr
• 10% off training courses and seminars
• Upgrade frequency guarantee: only one major version upgrade per year will be charged. Any major version upgrades within 1 year of a previous paid upgrade will be free.

Electronic Support (Forum and Email)Inductive Automation is proud to offer free electronic product support (technical support and design consultation) via our online user forum (http://www.inductiveautomation.com/forum) and via email (support@inductiveautomation.com). This includes support for our free products. We strive to respond to emails and forum posts within 3 hours during our normal business hours, 8:00 am - 5:00 pm PST.

Telephone SupportTelephone support is available by calling (916) 456-1045. Standard pricing applies during our business hours: 8:00 am - 6:00 pm PST. See below for after-hours pricing. Our telephone support is often enhanced by the use of GoToMeeting, which lets our support representatives actually see your issue live over the Internet, reducing incident resolution times to a minimum.Telephone technical support is available during business hours for customers with an I.A. TotalCare contract. This means that anyone within 90 days after purchase is automatically covered, as well as anyone with an extended I.A. TotalCare Contracte (see above). Inductive Automation may provide limited telephone technical support at its discretion for prospective customers.For users without I.A. TotalCare, telephone technical support is offered at $100 per incident. This offer is valid for both free and non-free products. An issue is defined as a topic focuses on one aspect of the product - e.g. use of a specific documented feature of the product or assistance with a specific problem or error message. A single support incident may involve multiple phone calls, emails and off-line research. Inductive Automation support representatives are responsible for determining what characterizes a support incident. Customers are eligible for a fee waiver on single incident charges for product defects and documentation errors.After hours, 24x7x365 support is available. When calling after hours, you will be given the option to be redirected to the emergency support line. After hours support is billed at $350 per hour with a one-hour minimum.

Design ConsultationInductive Automation's design consultation services are billed at $230 per hour, charged in 15 minute increments. Smaller projects can be done remotely using VPN and/or GoToMeeting software. On-site design services can be arranged for larger projects with a minimum of 40 hours. Travel will be billed at our normal rate. Expenses will be covered on a reimbursement basis. Customers with I.A TotalCare are billed at $200 per hour for design consultation. Inductive Automation may provide limited telephone design consultation at its discretion for prospective customers.

Software UpdatesAt Inductive Automation, we are constantly improving our software, both in features and reliability. Minor version updates are defined as a change in either of the last two version digits, e.g. from 2.2.3 to 2.2.4 or from 4.3.7 to 4.4.0. Major version updates are defined as a change in the first version digit, e.g. from 2.8.3 to 3.0.0. Updates are provided using the following pricing guide:

	Minor Version Update	Major Version Update
Without I.A. Total CareTM	free	50% of Current Price
With I.A. Total CareTM	free	20% of Current Price