Licensed Programs and Microcode Clause Samples

Licensed Programs and Microcode. The following is a description of the support that StorageTek shall provide to IBM: (a) receive the APAR or PMR, and any supporting documentation and materials, as appropriate; (b) analyze the problem symptoms and diagnose the suspected error in the Licensed Programs or Microcode; (c) attempt to recreate the problem on StorageTek's test system, if recreation is required; (d) reasonably develop a bypass or circumvention for high impact (e.g., typically, Severity 1) problems with assistance of IBM's personnel; (e) reasonably determine if Maintenance Modifications are required to be made to the Deliverables and, if so, provide the Code or other corrections to IBM in the format specified by IBM; (f) provide resolution assistance to APARs or PMRs in accordance with the IBM-assigned Severity Level as set forth in Section 16.8b(1)(a)-(d) above; (g) receive technical questions and supporting documentation and materials, and analyze such technical questions and provide answers to the same; and (h) generate and promptly provide to IBM the most current releases of the Licensed Programs or Microcode with all of the past fixes incorporated as required, including any accumulated maintenance items. -------------------- ** Confidential portions omitted and filed separately with the Securities and Exchange Commission under an application for confidential treatment.