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1.3 "Error." Any failure of the Licensed Program to conform in all material respects to the functional specifications for the Licensed Program published from time to time by Licensor. However, any nonconformity resulting from Customer's misuse or improper use of the Licensed Program or combining or merging the Licensed Program with any hardware or software not supplied by Licensor or Support Vendor, or not authorized to be so combined or merged by Licensor or Support Vendor, shall not be considered an Error. 1.4 "Error Correction." Either a software modification or addition that, when made or added to the Licensed Program, establishes material conformity of the Licensed Program to the functional specifications, or a procedure or routine that, when observed in the regular operation of the Licensed Program, eliminates the practical adverse effect on Customer of such nonconformity. 1.5 "Enhancement." Any modification or addition that, when made or added to the Licensed Program, materially changes its utility, efficiency, functional capability, or application, but that does not constitute solely an Error Correction. Enhancements may be designated by Support Vendor as minor or major, depending on Support Vendor's assessment of their value and of the function added to the pre-existing Licensed Program. 1.6 "Normal Working Hours." The hours between 8:30A.M. and 5:OOP.M. on the days Monday through Friday, excluding regularly scheduled holidays of Support Vendor. 1.7 "Releases." New versions of the Licensed Program, which new versions may include both Error Corrections and Enhancements. Section 2 Scope of Services 2.1 During the Agreement Term, Support Vendor shall render the following services in support of the Licensed Program, during Normal Working Hours. a. Support Vendor shall maintain a telephone hot line that allows Customer to report system problems and seek assistance in use of the Licensed Program. b. Support Vendor shall provide responsive support and maintenance by providing availability during Normal Working Hours with a goal of no longer than two (2) -hour response time. Support Vendor shall provide modem support. Suppori Vendor shall be responsible for using all reasonable diligence in correcting verifiable and reproducible Errors when reported to Support Vendor in accordance with Support Vendor's standard reporting procedures. Support Vendor shall, upon verifying that such an Error is present, initiate work in a diligent manner toward development of an Error- Correction. Following completion of the Error Correction, Support Vendor shall provide the Error Correction through a "temporary fix" consisting of sufficient programming and operating instructions to implement the Error Correction, and Support Vendor shall include the Error Correction in all subsequent Releases of the Licensed Program. d. Support Vendor may, from time to time, offer major Enhancements to its customers, generally for an additional charge.