8. SOW_Smart Support.docx

The proposed effort encompasses the warranty and support services of the smart eye tracking systems hardware and software for the Disorientation Research Device (DRD) at Naval Medical Research Unit Dayton (NAMRU-D). All hardware and software are proprietary to Smart Eye AB.

Statement of Work (SOW) Task 1. Provide annual licensing and support services as needed on four previously purchased and installed SmartEye AB Pro dx multi-camera eye tracking systems.

Information The Smart Eye Handbook for the Software and Hardware Support for your Smart Eye Solution outlines the terms. Unless otherwise agreed in writing, no other provisions shall be applicable, regardless of whether they were explicitly rejected or not in any individual case.

Deliverables The contractor will provide the following deliverables:

1. Service and support, if required, operations manuals, software product keys and passwords for system access and operation. The following is taken directly from the Handbook.

· Hours and Smart Eye Support Location Information

· Smart Eye Support is available Monday through Friday, except for Swedish Holidays. Business hours are from 9am to 5pm CET. All support is provided and communicated in English language and provided remotely from Gothenburg, Sweden, where our Support Team is based.

· Supported Software

· You are obliged to run the most recent Main Release of the Covered Software. Smart Eye will support each major/minor version (for example, 9.x) of the Covered Software. After the expiration of the Initial Maintenance term, the Product enters the Recurring Maintenance phase of the product lifecycle. Migration to a Main Release may be required in order to address an issue.

· Bigger architectural changes might be necessary, which might limit the backward compatibility of your software version. To ensure backward compatibility when it is broken due to a new Main Release, Smart Eye will during a two-month period have two parallel Main Releases. No Smart Support Extension can be signed in this case(end-of-life). If bigger changes will affect the compatibility, Smart Eye will communicate these changes well ahead in time before these are made (at least 6months in advance). Examples for architectural changes are for example change of Operating System.

· Supported Hardware

· Due to restricted life cycles of the Supported Hardware there are limitations on the number of terms (Initial Term and Subsequent Term) that Smart Support can be prolonged. Smart Support can therefore be prolonged up to 3 years (1 Initial Term and 2 Subsequent Terms). For extensions for 4-5 years Smart Eye will make a conditional case by case decision if your Smart Support can be prolonged. Bigger architectural changes might be necessary, which might limit the backward compatibility of your hardware. No Smart Support extension can be signed in this case (end-of-life). If bigger changes will affect the compatibility, Smart Eye will communicate these changes well ahead in time before these are made (at least 6 months in advance). Examples for architectural changes are changes in technology/hardware used for eye tracking with our system.

· Software Updates

· Software Updates will be made available to you (via e-mail information to the TPOC) as part of the Smart Support subscription at no additional charge if and when such Software Updates are generally released to all Smart Support subscribers. To receive such updates, you must have a valid Smart Support subscription at the time of release and request.

2. Additional information regarding initiating and response to support request, conditions of support request solution, limitations, and term and renewal are referred to the Smart Eye Handbook attached.