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Progreso provides it's Customers with telephone assistance for inquiries related to the use of it's products and the reporting of errors from 9:00 a.m. to 5:00 p.m. on each business day during the term of the Maintenance Agreement.
 

• In the event a Customer detects any Error or other problem with a Product, Progreso shall furnish complete off-site telephone support, in the form of consultations, assistance and advice on the Use or maintenance of any Product, as expeditiously as possible and within twenty-four (24) hours of the Customer’s request therefore.
• If due to the nature of the problem in a Product, such problem cannot be corrected within twenty-four (24) hours of the initiation of such off-site telephone support, the Customer may submit to Progreso a listing of the output and such other data Progreso reasonably may request in order to reproduce operating conditions similar to those present when the Error or other problem was discovered.
• In the event that such problem is not corrected within two (2) business days after Progreso receives from the Customer a listing of output and other data, Progreso shall within the next twenty-four (24) hours provide on-site service, Progreso shall implement temporary workaround procedures and shall demonstrate to the Customer the good faith and diligent initiation and prosecution of corrective measures for all such problems involving the Product within twenty-four (24) hours of the commencement of such on-site services.
• Progreso shall maintain proper records in which true and correct entries shall be made of all complaints received from Customers, in such form and containing such additional information as Progreso decides from time to time.

• During the Maintenance Agreement period, Progreso shall deliver and install appropriate Updates, as necessary to make the software compatible with new operating systems (a "Necessary Update").

• In the event that Progreso develops an Upgrade (i.e. a software containing Error corrections and/or improvements with equivalent functionality) for it's product(s) or a New Version (i.e. a version of the Licensed Software containing new functionality) of any Product during the Term of the Maintenance Agreement, Progreso shall provide it's Customers with a copy thereof, free of charge.