Solution proposal # OF-MP-09105 - odel.com · Solution proposal # OF-MP-09105 ... Providing weight...

Solution proposal # OF-MP-09105 December 11th, 2009

© IER – 2009 - All rights reserved ODEL Pegasus kösk teklifi 2009 12 14 v2.doc /27

About IER

Founded in 1962, IER is the world leading supplier of printing terminals and IT Solutions for the air transportation industry. IER employs around 850 employees - 100 of whom work within the R & D department – at its Headquarters in France but also in branch offices in China, Germany, Singapore, Spain, the UK, the United Arab Emirates and the USA.

IER has consistently generated a majority of its revenues from international sales and has developed a unique combination of technical and industrial expertise in order to support its own product development and marketing activities.

IER’s unique company structure, which includes one of the industry’s largest R&D department and a 150,000 square foot manufacturing facility, makes it an attractive partner to many airlines and airports looking for an experienced and reliable supplier with the resources necessary to deliver innovative solutions.

IER has experience developing and implementing the following systems:

• Self–service kiosks for airlines, airports (CUSS), rail operators, post offices, Government Bodies

• Self-service check-in software for telephone, internet, kiosks

• Boarding pass and bag tag printers compatible with 2D barcodes

• Boarding Gate Readers

• Access control equipment for pedestrians, and vehicles

• Bar code and RFID tracking systems for baggage management, retail, logistics

IER is 100 % owned by the Bolloré Group ranked among the top 200 European companies and is active in the following service and industrial sectors:

• Plastic films for capacitors and packaging

• Thin papers

• Transport and logistics

• Fuel distribution

• Dedicated terminals and systems

• Media & Communication

Experience with the air transportation industry

IER has been an IATA strategic partner for 10 years and is actively involved in the IATA program fostering cost reductions and efficiency gains for the industry: BCBP, Fast Travel, BIP.

IER has been delivering products and technologies for the airline industry for more than 30 years.

IER is the main supplier of printing and boarding pass reading equipment. Our equipments have been and are installed in most airports around the world.

Recent examples include the delivery of RFID printer for Las Vegas Mc Carran airport,

Dedicated and CUSS Self Service Kiosks with middleware and monitoring software deployment for the Airports and Airlines such as BAA (over 100 kiosk),, Madrid, Brussels, Paris, San Francisco, Nice, Split Airports, Easy Jet, Iberia, SIA, Turkish Airlines, Midwest Airlines, Royal Air Maroc, Air Europa, Binter Air, Finnair, ANA, Norwegian Air Shuttle (over 100 kiosks), Flybe (over 100 kiosks), Air New Zealand (over 100 kiosks), China Airlines, Travelsky BCIA to name a few.

CUSS Airline Application development for numerous CUSS Kiosk Projects such as Cathay Pacific, SIA, Travelsky, China Airlines etc.



IER has equipped Munich and Frankfurt with 150 self boarding gates as well as Paris Charles de Gaulle airport.

Headquarters

3 rue Salomon de Rothschild Suresnes, France

Subsidiaries

We have subsidiaries in the following countries: Belgium, Canada, China, Germany, Singapore, Spain, the UK, the United Arab Emirates and the USA

Partners and distributors

We have a service partner or a distributor in the following countries:

Australia, Czech Republic, Egypt, Estonia, Finland, Greece, Guadeloupe/Martinique, Guam, Guyana, India, Italy, Ivory Coast, Japan, La Reunion, Mexico, Morocco, Netherlands, New Zealand, Norway, Philippines, Poland, Russia, Senegal, Slovak Republic, South Africa, Sweden, Thailand, Tunisia, Turkey, Ukraine

Key numbers

Headcount: 850 globally of which 250 at headquarters

We serve over 1500 customers every year.

Key strengths

IER’s in house production and state-of-the-art manufacturing facilities.

IER’s highest level of quality control.

IER’s experience with the airline industry’s specific requirements.

IER’s strong relationship and agreements with various suppliers.

IER’s financial stability, belonging to one of the 20 largest European groups, BOLLORE.

Business Continuity

We have business continuity plans specific to each threat. For example we have put such a plan in place regarding the H1N1 flue. The document is attached (in French)

A global business continuity plan is currently being put in place (study phase).



1 IER 918

The 918 kiosk is the latest IER self-service kiosk designed specially for passenger check-in. Two versions are available:

• The counter top version

• The pedestal version

1.1 IER 918 hardware modularity

The IER 918 kiosk is designed to provide full check-in functionality in a compact footprint. This platform offers an enhanced two-piece construction design which is scalable from a self-contained counter-top kiosk via a quick mounting feature to a lower base which could include optional components including a full page passport reader, integrated bag tag printer, and UPS. The 918 kiosk meets the IATA RP1706c Recommended Practice for Common Use Self-Service (CUSS).

The 918 counter top kiosk is equipped with the following components:

• Touchscreen – A 17-inch Surface Acoustic Wave (SAW) touchscreen. SAW touchscreens are highly

accurate and do not require a conductive stylus (or finger) to operate. SAW touchscreens can,

therefore, be used by passengers wearing or not wearing gloves. SAW screens perform reliably

even when scratched.

• Thermal Printer – A highly reliable, 300 dpi thermal boarding pass printer (TPM Hengstler GPP

printer) that prints in “wide carriage” format. It is equipped with a roll stock of over 2,500

boarding passes (ATB size) and prints both 1D and 2D barcodes. The kiosk is equipped with a high

capacity output stacker for the printer.

• Card Reader – A manual, ISO magnetic, hybrid card reader allows cards with up to 3 magnetic

Standalone pedestal with full page passport reader

Counter top design with swipe passport reader

24” static eye catcher

(dynamic 19” is available)



tracks as well as smart chips to be read.

• PC – Industrial PC board equipped with a 1.8GHz Pentium M processor with 120 GB hard drive and

up to 2GB RAM. Operating system is Windows XP Pro. The PC does not include a CD or DVD reader.

• Connections inside the kiosk are 4 x RS232, 6 x USB ports, 2 Ethernet, 1 PCI.

• Sound – Dual speaker system.

• Power supply 110V or 220V on demand.

• Dual speaker system: two loudspeakers are connected directly to the industrial PC board which

includes an on-board amplifier of 2 x 1.5W.

• The desktop is sold in the standard IER color.

• The shipping box is included.

The pedestal and counter top version can be provided with the following options:

• 1D/2D Barcode Scanner – Based on a visible red light source and matrix CCD technology. It reads

1D and 2D barcodes - PDF417, Datamatrix, Aztec, QR Code

• RF Contactless Card Reader – Short distance RF contactless reading ability.

• WiFi and bluetooth options

• 2xRS232 and 4xUSB extension PCI cards

• Desktop mounting plate for easy installation of counter top version

• Weighing Scales – Providing weight information in case the application requires it for excess

baggage handling

The 918 standalone version has the following additional options:

• Full Page Passport Reader with optional RF capability – Special integration in the housing to protect

from light environment

• Baggage Tag Printer – IER 506 printer allowing passengers to print and tag their own bags. Roll

stock maximum diameter : 225 mm (~350 bag tags)

• UPS (120 V or 230 V) – Uninterruptible Power Supply can be installed in the “full option” pedestal

version.

• Finger print scanner – Enabling passengers authentication

• Forklift – Enabling kiosk mobility within airport terminals

• Elevated pedestal – Providing 53 mm additional kiosk height

• Maintenance keyboard – Easier on-site intervention

• Overhead screen “eye catcher” : 19” landscape dynamic or 24” portrait static eye catcher

1.2 Kiosk dimensions and ADA compliancy

The IER 918 respects the Americans with Disabilities Act for access of disabled persons traveling in wheelchairs. The IER 918 kiosk has an optional pedestal to allow standalone mounting. When mounted on its pedestal, the maximum height of any passenger interface is no higher than the 47-inch maximum allowable height.



IER 918 on pedestal with Full Page E-passport Reader, Bag Tag Printer and elevated pedestal (dimensions in mm)

IER 918B Upper module (dimensions in mm)

1.3 Modularity

The IER 918 has been designed with a modular design so that internal components can be replaced in the field. If prepared in advance, the kiosk is also easy to upgrade with additional components after initial installation to increase kiosk functionality.

Some examples of kiosk modularity for service agents

Printer with roll paper stock

RF card reader (optional)

Swipe passport reader (optional)

Speakers

Bag Tag printer with roll stock (optional)

UPS (optional)



1.4 Accessibility and Maintainability

The IER 918B kiosk is designed with a swing door design to provide full access to the internal components so that routine preventative maintenance can be efficiently carried out on the different internal devices. The printer is mounted on a sliding drawer to provide additional access when loading the paper.

Restocking the paper is simplified through a paper stock axis that holds the paper roll and slides down two guide rails to ensure perfect alignment with the printer.

All the internal components of the 918 are accessible from the front so that maintenance and serviceability is simple, even if the kiosk is mounted against a wall.

The pedestal is designed with a single sliding drawer design to provide full 360° access to the internal area. This area could include a passport reader with biometrics, a bag tag printer, UPS, and cabling. All power input, network, and output connections are accessible either at the rear or below the 918 kiosk. When mounted on a standalone pedestal, these connections are secured within the pedestal.

Electrical cables and communication network cables can be drawn into the kiosk from the ground or from the back of the kiosk. The sliding drawer is secured with a lock to prevent any unauthorized entry.

1.5 Custom Coloring and Graphics

IER will work with you to create a unique look that enhances the Pegasus Airlines brand image. Colors can be chosen in standard RAL.

Kiosks maintainability illustration



RAL 7024 mandatory

RAL 7024 mandatory for kiosk base and back

Color

If side panels (RAL 7024 default):

If no side panels:RAL 9006 by

default

color

color

color

color

Note: Front panel default = RAL 9006 (light grey)

Side and back panel default color = RAL 7024 (dark grey)

1.6 IER Professional services

We provide our customers with all professional services required for kiosk site deployment:

Kiosks hardware configuration and installation:

The onsite installation of any required items such as electrical, connectivity, and custom-mounting brackets for the kiosk is not included in this service. Kiosks must be already positioned at the dedicated location, equipped with power and network connectivity.

CUSS application installation

This service includes the installation and / or verification of Microsoft Windows, JAVA, Tom CAT and the CUSS software.

2 levels of control are processed:

• Level 1 : hardware peripherals correct functioning with operating system

• Level 2 : hardware peripherals correct functioning with IER CUSS platform

On-site acceptance & support during cut-over

We dispatch one person during cut-over who will stay for 3 days after cut-over.

This includes the customer application installation. Test and control of the smooth functioning of the whole system.

This does not include software integration support



Creation of one disk image

IER will provide a complete image of the kiosk HDD.

Training for maintenance technicians

Training is provided by IER and focuses on maintaining the equipment in operational use. The technician will explain how to replace parts and OEMs, and indicate which parts must be returned for repair. He will also explain how to replace the thermal heads.

Training for agents

This training focuses on the day-to-day use of the equipment, such as: power on/off, replacement of paper, how the passengers must use the system.

1.7 Example of IER 600 implementation

Customer Project brief

Norwegian Air Shuttle

Start 2007

Delivery of 120 IER 918

23 sites in 4 countries

Location: Scandinavia

Air New Zealand

Start 2008


Location: New Zealand

flybe

Start 2007


Location: mainly UK



San Jose Airport

Start 2007


Location: USA – California – San Jose

Stockholm - Arlanda Airport

Start 2008


Location: Sweden - Stockholm

Beijing Capital International

Start 2008


Location: China - Beijing

China Airlines

Start 2007


Location: China - Beijing



S7 Airline

Start 2008


Location: Russia



2 CUSS middleware

2.1 IER CUSS middleware Overview

IER offers a complete CUSS (Common Use Self-Service) platform to airlines and airports, including hardware, middleware and our Kiosk Remote Monitoring System. Our solution is compliant and certified with the latest IATA CUSS standard. As part of the IER CUSS platform, the IER Kiosk Remote Monitoring System is a real-time supervision tool that provides diagnostic and statistical information about the IER CUSS platform, its peripherals and the airline applications.

2.2 Virtual Component Management

This is an abstract layer for the hardware platform. Each peripheral integrated in our kiosks is presented to the applications as a virtual component offering a standard set of interfaces, following the IATA CUSS specifications. This allows any CUSS compliant application to run on any CUSS platform, assuming the CUSS platform will offer the minimum set of virtual components that the application requires to operate. In the same manner, no modification is required to the application if one of the peripherals of the kiosk is replaced by another model with similar functionalities. The list of Virtual Components developed by IER is constantly updated with new devices and includes:

• ATB printer and reader

• Baggage tag devices

• Credit card reader - Motorized, manual, magnetic only

• General purpose printer - wide carriage printer

• Passport reader - Swipe, OCR, full page

• Barcode reader - 1D, 2D

• UPS - Uninterruptible Power Supply

• Network connection

• Biometrics device such as fingerprint reader

• Contactless card reader 13,56Mhz

• Scale

2.3 Product details

The Application Manager is the heart of the CUSS platform. It is responsible for controlling the applications that are registered on the kiosk, initialization and relaying events. For instance, the Application Manager may start or stop one or more applications upon instruction from the Kiosk Remote Monitoring System. The Application Manager is also responsible for asking the CLA (Common Launch Application) to grey out the icon of the applications that become unavailable. The CUSS platform includes a CUSS Kiosk Maintenance application for initial testing that is not maintained by IER.

Our Common Use Self-Service platform runs on Windows XP Pro. This is a Java-based application compliant with the IATA CUSS specification, version 1.1. IER delivers its CUSS platform with a local maintenance application. This utility allows support technicians to test the different modules (printers, readers and sensors) of the kiosk without having to stop the CUSS platform and applications. The application is user-friendly and requires limited training.



2.4 IER Web Check-in Solution on CUSS (optional license)

The IER Web Check-in on CUSS Solution is a CUSS application that enables one or more web check-in applications to run on a CUSS kiosk. IER Web check-in on CUSS solution can be used to print the boarding pass for a given flight and airline.

Web check-in solution description

The primary goal of the “IER web check-in on CUSS” is to run web check-in applications along with regular CUSS ones on the same kiosk and to not break current CUSS features, such as application switching from the CLA or IMS supervision and/or reporting. IER web check-in solution does not modify our customer’s airline software application. The solution is based on one license per kiosk providing web check-in functionality.

The kiosks can have the functionality to handle airlines dedicated web check in pages via the CUSS selection screen with the following functionality:

• Let the passenger interact with the web page via an on-screen keyboard

• Let the passenger navigate the web page using the touch screen

• Being able to configure per selection what web links should be accepted and block everything else. An URL filtering for a given sub-application is possible in order to limit the browsing to a number of authorized web pages

• The design of the Internet functionality, such as on-screen keyboard, framing and navigation buttons, resemble the look of the internet functionality in the Internet Kiosk to create a recognizable and familiar feeling between the different kiosks

• Web check-in printing: the kiosk can print documents from the internet application. IER printing solution is able to allow prints on a limited set of authorized pages. Printing information will be transmitted to the CUSS platform for further log analysis

Professional services

IER will install IER Web Check-in on CUSS Solution on our customer’s kiosks and then proceed to their configuration. The configuration consists in:

• Storing the airline application web site links

• Customizing the web site filtering: enter the “white” list of authorized web links

• CLA customization and installation for each airline with logos and graphic style

User acceptance tests will be done on Aladin IER web check-in application.

Project management

The pre-requisites before the deployment are to provide IER with:

• The complete list of web check-in applications that will run on the kiosks



• A set of testing PNRs for all airlines in order to prepare installation and provide all necessary adaptations to make the web pages work correctly on the kiosk.

• IER may have to quote specific developments in order to solve specific issues according to our customer’s web pages (e.g. handle specific pop-ups, opening of additional screens …).

• Once the web application is available and works on our customers kiosks, any additional development will be quoted by IER for additional specific developments to handle web application further evolution by the customer.

Technical prerequisites

• The IER CUSS Middleware version 1.1.1.33 or above must be installed and properly configured

• The CLA version 5.0.2.4 must be installed and properly configured

• Internet Explorer version 6.0 or above must be installed

• Adobe Acrobat Reader version 9 must be installed

• The Acrobat Reader license must be accepted. This is done at the first application startup

• The application must run on a JVM version 1.6.0 or above

• The airline web check-in applications printing the boarding passes on A4 sheets can run on 918 kiosks (or any upcoming kiosk model including an A4-capable printer).

2.5 IER Airlines Applications certification center

In case an airline needs to run its application on an IER CUSS platform, an application certification is required to guarantee the good behavior of the applications running on the kiosks. The IER certification center can provide such a service and has already certified many airlines on its CUSS platform. Any airline application can run alone on a dedicated mode or on a shared mode with other airlines.

2.6 IER CUSS professional services

CUSS Project management

IER project leader verifies all necessary customers needs and settles all the prerequisites to prepare on site installation

The planning is built according to our customer’s deployment roadmap and IER technical resources.

Project deadlines are settled to make sure check-in will be available on time for passengers.

This part often includes call conferences between IER and their customers, meetings and travels to finalize the project plan.

During the project preparation, IER project leader will collect all the key contacts of our customers IT and operational departments. Knowing the relevant person enables further smooth deployment.

IER will also provide our customers with the right contact names in order to get fast feedback and to facilitate the project.

Before installing the system, IER will make sure that local networks are available the day IER will install. A checklist of prerequisites is asked to our customers.

CUSS middleware installation



IER will first make sure the hardware configuration is correct and the CUSS middleware will then be configured accordingly to our customer’s requirements.

IER project leader will first retrieve the latest CUSS platform bought by our customer. CUSS software consists in standard software versions.

These versions are common for all of our customers; customization is done by our technical teams who will set the right parameters to fit in the system.

The specific parameters enable hardware and airline application good behavior.

This installation does not include airline installation.

Once installation is finalized, IER will verify the good behavior through dedicated maintenance software. This verification is provided without any airline application running on the kiosks. The maintenance software checks whether the CUSS middleware monitors all the hardware device components or not.

Agent and maintenance technicians training

A complete description of the CUSS standard is provided to our customer and how it is used on IER hardware. Many items will be raised during the training sessions as described below. At the end of the training an evaluation is done to certify the knowledge level of our customers.

- CUSS architecture including: the hardware&software platform, the application manager, the system manager interface, the common launch application (CLA), the device components, and the platform management interface. Explanations will be given on applications running on CUSS platforms including with different architectures (Multi-Tier – Fat – Thin) client and CUSS states and transitions: stopped – initialized- unavailable- available- active. Management interface directives will include explanation on application manager interface directives and events, system manager interface directives and device component interface directives and events. A final focus will be done on real and virtual components.

- IER CUSS software environment including : IER CUSS configuration, the CLA configuration (i.e. applications -icons & parameters- and screens –security & bag drop information-), applications installation –important files & parameters setting-, installation and upgrade of CUSS platform.

User acceptance test (UAT)

A specific UAT is provided by IER. Any additional requirements asked by our customer must be given to IER when the project starts. IER may provide our customer with an additional quotation in case of specific or complex UAT procedures.

Once the UAT document is settled our customer is sure that all tests will be provided during UAT.

IER will provide on site UAT according to the specified UAT check list.

At the end of the UAT, a report will be delivered to our customer to notify the end of the installation and the good behavior of the CUSS platform.

Airline certification in option

The airline certification is a prerequisite for any airline installation on IER CUSS platform.



3 Software maintenance

IER software maintenance is only applicable to the following products:

• IER CUSS Middleware

• IMS IER kiosk monitoring software

• ALISS

• ALADIN

• WALTER

• Self service bag drop platform

• Self service bag drop application

Software maintenance for the products listed above is mandatory for all licenses purchased.

IER software maintenance comprises the following activities:

• Corrective maintenance: IER will deliver a patch to correct any reported bugs. These bugs have to

be previously qualified by IER.

• Preventive maintenance: IER will deliver a patch to correct a bug that has been found but has not

necessarily impacted your operations.

• Perfective maintenance: IER will deliver an upgrade to improve performance or maintainability (at

the sole discretion of IER)

• 5 hours of support. (See Monitoring & Support chapter for further detail)

IER maintenance will apply solely to the program product or software license and will not apply to the operating system environment.

The IER software maintenance does not include any software evolution. Software evolutions are always subjected to a specific quotation.



4 General sales and services terms and conditions - English

I - RECITALS. Our General Sales and Services Conditions, with our possible Specific Sales and Services Conditions, prevail on any conditions of Purchaser's documents, unless IER's written acceptance. They shall govern all our relations with Purchaser, until cancellation by registered mail, with a 60 days notice.

All prices and features appearing in our documents do not engage IER and are subject to change without notice.

Our After Sales Services are performed in our premises

II - ORDERS. PRICES. All orders, direct or through our representatives, shall engage IER only at the date and conditions of IER's written acknowledgement of Purchaser's order. Our prices are in euros, taxes excluded, Ex Works, standard package included.

III - PAYMENT TERMS AND CONDITIONS.

IER's current EC Purchasers: by wire transfer, 30 days from the date of invoice without discount. If price is paid within 8 days, the discount mentioned on the invoice applies.

Non EC Purchasers, or new EC Purchasers, or Purchasers of non reliable solvency: Payment upon order by wire transfer or irrevocable and confirmed letter of credit.

All After Sales and Services shall be payable cash, without discount.

Payment shall not be delayed, even in case of dispute. In case of default of payment at due date (1) all outstanding payments shall be immediately and automatically payable without notice, and (2) any current orders and services, including warranty, will be immediately and automatically suspended, without notice, until reception by IER of full payment, and (3) Purchaser shall pay IER an interest of 1.5 % per month of the amount overdue, upon IER's notice for payment. Moreover, IER shall be entitled, 15 days after a notice for payment sent by registered mail, to cancel all outstanding orders, and terminate immediately any existing agreement with Purchaser, without prejudice of IER's rights to claim for damages.

IV - DELIVERY AND TRANSFER OF THE RISK. Delivery is Ex Works (FRANCE) even if transportation is organized by IER and invoiced to Purchaser. Transportation is at the entire risks of Purchaser who shall notify the Carrier any damages within legal lead times and conditions. Our lead times are meant in working days, excluding extra days off during bank holidays and transportation times. No delay in delivery or services shall lead to cancellation of order nor to damages. Any noticeable default of conformity shall be notified in writing to IER within 8 days of the Products delivery.

V - WARRANTY AND LIMITATION OF LIABILITIES. IER hereby warrants that our Products (excluding after sales services, spare parts -unless exception- and consumables) will be free from defects in materials and/or workmanship for the period specified in the Specific Conditions which shall not exceed the warranty period provided for the components of IER's products. Under this Warranty IER's sole obligation shall be either to repair or to replace free of charge the parts proved defective which become our property. All services performed under the warranty shall not increase the warranty period.

Under warranty, return of products to IER’s premises is at the expense and risks of Purchaser; deliveries back to Purchaser's premises are at the expense and risks of IER. Purchaser shall obtain, prior to any return, a written authorization from IER.

Warranty is excluded if the Product has not been fully paid nor used or maintained in accordance with IER's specifications or if it has been modified or altered or repaired by a third party not authorized by IER or has been damaged by any causes external to the product such as accident, water, fire damages or failures of the host system, or in case of use of spare parts and consumables not approved by IER.

IER's liability shall be limited to the amount of the price paid by Purchaser for the Product, whatever the cause of action brought against IER may be. The foregoing warranty is in lieu of and excludes any other warranty or liability. In no events shall IER be liable for any indirect, punitive, special or consequential damages, nor for loss of profits, of use or of goodwill.

VI - CONFIDENTIALITY. INTELLECTUAL PROPERTY. Sales of our Products, invoicing of Hardware or Software or Firmware development shall not grant any transfer of industrial or intellectual property rights, which remain with IER or its suppliers.

All oral and written information communicated by IER, at IER's sole discretion, remains IER's property, shall be considered as confidential by the Purchaser and shall not be disclosed without our express authorization.



VII - RESERVE OF TITLE. Notwithstanding the transfer of the risks to Purchaser, IER keeps the entire property of all the goods sold until full payment of the price and its accessories. IER's claim shall cancel automatically the sale in question. IER is entitled to claim any goods of the same type and quality as the unpaid ones. IER shall keep, as a penalty, any amount of price already paid by Purchaser.

VIII - DISPUTE. This agreement shall be governed by French law. Any dispute arising shall be settled by the courts of the IER's head office.



5 General software sales terms and conditions – English

I DEFINITIONS 1.1 The term “Software License” designates the following software program(s), which have been developed by IER or

licensed to IER, and which are intended to provide certain functions once installed in an Operating Environment compliant with the related Documentation, :

- IER CUSS Middleware including Common Launch Application (CLA) (PR61000, PR61200) - IMS: IER Monitoring System Application (PR61400, PR61900) - IER CUSS Application Development Toolkit (PR61800) - Aliss: IER CUSS Check-In Application (PR61902) - Aladin: IER Web Check-In Application (PR61917) - IER WALTER: IER Mobile Check-in Application (PR61916) - RFID MIDDLEWARE - Self service bag drop platform - Self service bag drop application

Software Licenses subject to this Agreement are identified in the Special Terms 1.2 The term “Documentation” designates all of the brochures, specification, technical or usage manuals that describe the

functions of the Software License(s) or the manner of its/their implementation and/or of their usage and maintenance. 1.3 The term “Operating environment” designates the Hardware and Software environment which is set-up for the Software

License to be used by the Customer. The Operating environment includes, but is not limited to: the specific Customer configuration of the Software License, the Hardware running the Software License, the network involved in connecting different parts of the Software License. It is Customer’s responsibility to ensure that the Operating Environment shall at all times remain compliant with the Documentation and to best industry practice

1.4 The term “Usage” designates the installation, loading, running, implementation, storage or display of the Software License(s) in the Operating Environment, with the verb “use” having the corresponding meaning.

1.5 The term “User” or “CUSTOMER” designates the natural or legal person who benefits from the usage right to the Software License(s) for his/her personal usage.

1.6 The term “Distributor” designates the natural or legal person, signatory of this Agreement, but who will not use the Software License(s) for his/her personal usage, and who will grant the usage right to his/her own customer while passing on to the latter all obligations pursuant to this Agreement.

1.7 The term “Platform” or “Hardware” designates each single equipment on which the Software License(s) will be installed, and in particular the Kiosks supplied by IER.

1.8 The term “Maintenance” designates the follow-up of the Software License(s). 1.9 The term “Go Live” designates the earliest of a) the date when the Software License was put in commercial operation for

real customer usage or b) the date when the first Hardware on which the Software License is installed was put in commercial operation or c) User acceptance test (UAT)

II SCOPE OF THE AGREEMENT This Agreement consists of the present General Terms and of the Special Terms according to the hardware and the quantity of licenses sold, attached to the General Terms; it defines the conditions and provisions whereby IER grants to the CUSTOMER, who accepts it, a non-exclusive and non-transferable usage right to the Software License(s) and the related documentation, for the Hardware and site defined in the Special Terms. IER grants the usage rights of its Software Licenses in the form of licenses, as follows:

- For ALISS, ALADIN, WALTER, RFID Middleware, Self service bag drop application: one license per Software License is required.

- For IER CUSS middleware, IMS: one license per Kiosk is required. - For the IER CUSS Application Development toolkit: one license per Software License is required, it being specified that

the license is granted for the development of one CUSS Application only. In order to facilitate the smooth operation of the Software License after its installation, the CUSTOMER, when ordering a License for a Software License, shall order Maintenance Services for each licensed Software License for a minimum duration of 12 months. In case of termination of the Maintenance Agreement, IER will be released from any obligation related to maintenance, support, warranty, and more generally from any liability or responsibility regarding the operation and performance of the concerned Software License.



In case of interruption in the Maintenance Services, due for instance to the termination of a previous Maintenance agreement for a given Software License, IER shall be entitled to conduct an audit, at CUSTOMER’s costs, of the related Software License and its operating Environment before re-starting performance of the Maintenance Services. The maintenance contract re-activation related costs will be paid by the CUSTOMERS to IER. If this Agreement is signed by a Distributor: all obligations and duties which are written as being Customer’s responsibilities are the responsibility of the Distributor, and the word “Customer” is equivalent to the word “Distributor”. All obligations of advising the User which may be implied by law or otherwise shall be performed by the Distributor, in lieu of IER. Distributor shall be fully responsible for any breach of this Agreement by its customers.Distributor agrees to defend, at its expense, indemnify and hold harmless IER, its officers, employees and agents, from and against all claims, suits, damages, losses, liabilities, or expenses of any kind, including reasonable attorney's fees, involving injury or death, damage to property, intellectual property infringement, or any other harm, which arises out of or results from the negligence or any other act or omission of Distributor, its officers, employees, agents or contractors. III DURATION 3.1 License The License part of this Agreement takes effect upon its signing by both parties(the “Commencement Date”), for an unlimited duration. 3.2 Maintenance and Support (“Maintenance”) Maintenance shall take effect at the date mutually agreed by the parties, or at the latest at the date of the “Go Live” of the project. It shall be then tacitly renewed for successive 12 months period, unless terminated by either party’s written notice to the other, 2 months at least before the end of the then current 12 months period. In case of non-renewal of the Maintenance Agreement, the License agreement shall remain into force. This License and Maintenance may be terminated at any time according to article 14. IV NATURE OF THE USAGE RIGHT 4.1 The usage right granted by IER to the benefit and in consideration of the person of the CUSTOMER allows the usage of the Software License(s) on the Hardware and site(s) defined in the Special Terms. Usage can result in the storage, transmission or display of the Software License(s) on the units associated with Hardware. Usage excludes the right to modify the Software License, including for the correction of errors in the Software License, this right being reserved to IER or to the author of the Software License. In addition to any other remedies available under this Agreement or at law, any modification of the Software License not authorized by IER in writing shall automatically release IER from any warranty, maintenance obligation or responsibility pertaining to the modified Software License. 4.2. The CUSTOMER shall refrain from:

- any type of operation not expressly authorized by this Agreement - renting, lending or selling the Software License(s) or its/their Documentation (in whole or in part, or any modifications or

derivatives), or communicating it/them to third parties, whether for payment or not; - transferring the Software License(s) from one Hardware unit to another without informing IER of this change, whether or

not this transfer results in additional license fees; - copying the Software License(s), except for the backup purposes set out in article 5 of this Agreement - copying, modifying or translating the Documentation - attempt to or knowingly permit or encourage others to attempt, to alter, reverse engineer, disassemble, decompile,

decipher or otherwise decrypt or discover the source code of the Software License. The CUSTOMER shall take all reasonable precautions to prevent unauthorized or improper use or disclosure of the Software License and its Documentation (in whole or in part, or any modifications or derivatives) thereof. Refer to each software user guide to know the open source software composition. 4.3 The CUSTOMER shall immediately inform IER upon learning that a third party is in possession of the Software License(s),

or has used it in violation of this Agreement. In case of attempted court-ordered seizure, whatever its form, the CUSTOMER must immediately inform IER of this attempt and make all opposition to the seizure, and take all measures to demonstrate and see to the recognition of the property rights of IER. If the seizure is carried out despite these efforts, the CUSTOMER shall reimburse IER for all expenses incurred on this occasion. 4.4 This Agreement and the Software Licenses cannot be assigned, transferred or contributed to any third party, in whatever form. As an exception, the Distributor is authorized to sublicense the Software Licenses to its own Customers, under conditions which shall be at least as protective of IER’s interests as those set out in this Agreement. V BACKUP



The right to reproduce the Software License(s), in order to produce backups exclusively for security purposes, is limited to two copies. The CUSTOMER is prohibited from using the backup copies within a Production environment, and their usage is strictly limited to the verification that they are in good operating condition.

VI WARRANTY 6.1. Scope of the Warranty For a duration of one ninety (90) days period (“the Warranty Period”) as of the Go Live, IER guarantees that the Software License(s), if correctly used by CUSTOMER, in compliance with its/their purpose and subject to the usage conditions listed in this Agreement, will be compliant with the technical specifications contained in its/their Documentation. IER will provide the above mentioned warranty under the conditions set out in article 19 (Conditions of performance of corrective maintenance) and 21.2 (Minor Program Updates), Warranty is excluded, and IER shall have no liability for any claim based upon:

- use of the Software License other than in accordance with the Documentation - Operating problems in the Software Licenses due to a good faith interpretation by IER of the related standard (e.g. CUSS

standard), if such standard was, at the date of development of the Software License, eligible to contradictory interpretations

- Deterioration due to accidental causes or negligence - Use of non IER parts - Reloading and modification not in accordance with IER recommendation

6.2 Exclusion of other warranties IER provides no warranty of any kind whatsoever, whether express or implied, other than these set out in paragraph 6.1, notably no implied warranty regarding the merchantability of the Software License(s), its fitness for a particular purpose or the absence of any hidden defect. The warranty mentioned above limits all of the responsibilities and obligations of IER, notably for damage resulting from the delivery or linked to the installation, usage or performances of the Software License(s). The CUSTOMER has been informed and expressly recognizes that in the current state of technology, it is impossible to guarantee that a Software License(s) is free of problem(s), and IER in no way guarantees that it will operate without discontinuity or problem. It is therefore the responsibility of the CUSTOMER to take any appropriate measure to reduce, insofar as possible, the detrimental consequences of any incident or malfunction, notably by making the necessary backups and forthwith declaring any difficulty to IER. Customer acknowledges that not all Problems are always economically correctable, and that it is not always necessary to correct them. IER cannot guarantee to the CUSTOMER the correction of all Problems. VII RESPONSIBILITIES – LIMITATION OF LIABILITY The CUSTOMER is responsible for choosing the Software License(s), support and assistance that seem(s) best suited to his requirements. The CUSTOMER shall also undertake the necessary measures to ensure a satisfactory usage of the Software License(s). In particular, the CUSTOMER shall:

- have qualified personnel to implement, administer, deploy the Software License(s) in our customers environment, and to ask for support;

- develop and implement appropriate operating procedures, perform sufficient operational verifications, define the configuration of the Software License(s) that he adopts for usage;

- provide replacement procedures in case of possible breakdowns of the Software License(s), and therefore take all appropriate measures to protect against any detrimental consequence due to the usage or non-usage of the Product(s).

- protect itself against any risks of loss of data and files, and only provide IER with copies of the Software License(s) and files.

- implement and maintain up-to-date antivirus and firewalls - communicate immediately to IER any Problem, during the Warranty Period or the Maintenance Period, - check and ensure that the Operating Environment conforms at all times to the Documentation

IER SHALL NOT BE LIABLE FOR ANY DAMAGES OF ANY KIND WHATSOEVER, INCLUDING CONSEQUENTIAL, DIRECT, INDIRECT, INCIDENTAL, PUNITIVE, LOST PROFITS, BUSINESS INTERRUPTION, OR SPECIAL DAMAGES, ARISING FROM ANY USE, FAILURE OR DEFECT IN OR RELATED TO ANY PRODUCT OR SERVICES COVERED BY THIS AGREEMENT OR ANY BREACH OF THE WARRANTY PROVIDED IN SECTION 6 ABOVE, WHETHER SUCH DAMAGES ARE PREDICATED ON A CONTRACT, STRICT LIABILITY OR OTHER THEORY OR ARE FORESEEN OR UNFORESEEN. This exclusion applies in particular but not limited to the inability to peaceably enjoy the Software Licenses, data losses, lost earnings and increased costs



and expenses, including the file re-establishment costs, the operating losses, losses of market share or of commercial contracts. IER’s total liability under this Agreement shall be limited to the lesser of a) the amount of the license fee paid by the Customer for the Software License(s)s giving rise to the claim or b) 50 000€. Within the framework of the present contract, IER is subject only to an obligation of means, i-e to an obligation to provide reasonable efforts. VIII TRAINING The CUSTOMER can call on IER to train its personnel, provided that the version of the Software License(s) subject to the requested training is still maintained by IER at the time of the training. This training will be invoiced at IER’s then current prices. IX TECHNICAL ASSISTANCE The CUSTOMER can ask IER to dispatch an engineer on site for purposes of technical assistance, provided that the version of the Software License(s) subject to the requested assistance is still maintained by IER at the time of the requested assistance. This assistance will be invoiced at IER’s then current prices. X FEES – INVOICING – PAYMENT In counterpart for the granting of the usage right to the Software License(s) and for the Maintenance services defined in this Agreement, the CUSTOMER undertakes to pay the fees according to SPECIAL TERMS AND THE SALES OFFER. VAT shall be chargeable, if applicable. License fees are invoiced at the date of signature of this Agreement. Maintenance fees are invoiced annually in advance. Other services are invoiced after their performance. The invoices issued by IER are payable by cheque or bank transfer within 30 (thirty) days of the date of invoice. Payment shall not be delayed, even in case of dispute. In case of default of any payment at due date, (1) all future payments obligations under this Agreement shall be accelerated and become immediately due and payable, upon notice from IER and at its election; (2) any current orders and Services, including those provided under Warranty and Maintenance, will be immediately and automatically suspended, without notice, until IER receives all such amounts then due and payable; and (3) Customer shall also pay IER interest of 1.5 % per month on the amount overdue, as from IER's default notice. Moreover, if Customer fails to make all required payments to IER within 15 days after IER give its default notice, IER shall be entitled to cancel any or all outstanding orders, and terminate immediately this Agreement, without prejudice to IER's right to claim for damages. Customer shall pay to IER upon demand any charges or costs, including reasonable attorneys’ fees, incurred in connection with the collection of any past due amount. Maintenance fees shall remain valid for 1 year as from the Commencement Date of this Agreement. They may then be revised at IER’s sole discretion every year on the anniversary date of the Commencement Date according to the following formula: P = Po x (S1/S0) Where: P: is the revised price, VAT and taxes excluded. Po: is the initial price on the Commencement Date of this Agreement, for the first adjustment. For the following revision, Po is the price resulting from the immediately preceding price revision. S1: is the Syntec index published at the date of price revision S0: is the initial Syntec index published and applicable at the Commencement Date of this Agreement. For the following revision, S0 is the Syntec index applicable at the time of the last price revision The Syntec index is published at www.syntec-informatique.fr. Should above indices no longer be published, the Parties shall agree on a replacement index. In addition to the above, IER reserves the right to increase fees and/or modify the content of the Maintenance services subject to a sixty days written notice. Should CUSTOMER disagree with these latter modifications, then CUSTOMER shall be entitled, within 30 days of receipt of IER’s notice above, to terminate forthwith this Agreement by written notice to IER. XI CONFIDENTIALITY Where any information pertaining to Software Licenses, trade secrets, operations, processes, inventions, Products, know-how, designs, market opportunities, operation and strategic planning, suppliers or any other information relating to the business of either party (“Confidential Information”) is imparted by one party (“the Disclosing Party”) or comes to the knowledge of the other party (“the Receiving Party”), such information shall not be used by the Receiving Party other than for the purposes of this Agreement nor shall it be imparted to any third party by the Receiving Party . Both parties will ensure that:

- Each party takes all measures possible to protect the security and confidentiality of the Confidential Material of the other party.

- All of the parties’ employees who have access to the Confidential Information are aware of its confidential nature. The obligations contained in this Clause shall not apply to disclosure of Confidential Information:

- that has been or becomes public through no wrongful act;



- that has been or becomes rightfully known to the Receiving Party without restriction from a source other than the other party;

- to the extent such information is obliged to be disclosed by law, or any competent regulatory body to which the Receiving Party submits, whether or not such requirement has the force of law.

As soon as the Disclosing Party requests, the Receiving Party will destroy the Confidential Information, all copies, notes, memoranda containing the Confidential Information, and certify in writing such destruction to the Disclosing Party. The provision of this Clause 11 shall remain in force for a period of 7 years as from the Commencement Date. Upon signature of this Agreement, Customer grants IER the right to add Customer’s name and company logo on its customers list and web site and publicly announce that Customer has entered into a formal relationship with IER. XII TRADEMARKS AND COPYRIGHTS The CUSTOMER recognizes that IER is the owner or the holder of all of the trademarks, copyrights, names, symbols and logos, Documentation. The CUSTOMER shall not modify or delete the brand elements from the media and Documentation of the Software License(s). XIII AUDITS RIGHTS - USAGE VERIFICATION During the term of this Agreement and the 2 years following its termination or expiration, for whatever reason, IER shall have the right, for purposes of verification of Customer’s compliance with this Agreement, to audit Customer’s use of the Software License, by:

- remotely accessing Customer’s system to conduct an audit of Customer’s usage of the Software License, and/or - conducting on-site audits of Customer’s site during regular business hours.

Customer shall provide reasonable co-operation to IER in connection with such audit. Customer specifically acknowledges that certain of the Software License may at the date of this contract or in subsequent Maintenance updates include password protection, anti-copying subroutines or other security measures designed to monitor the usage of the Software License for license management purposes. Under no circumstances would IER employ any such measure to interfere with Customer’s normal and permitted operation of the Software License. XIV TERMINATION 14.1 Unilateral termination IER has the right to terminate this Agreement in whole or in part, forthwith, at any time and by written notice to the Customer, if one of the following events occurs:

- if the CUSTOMER does not pay the license or Maintenance fees, within 15 days following IER’s written notice for payment;

- if the CUSTOMER is in a state of suspension of payments, or is the subject of an amicable settlement, compulsory or amicable liquidation, or seizure procedure;

- if the CUSTOMER is subject of a change of control in significant proportions, unless IER has given its agreement to continue this Agreement.

14.2 Termination for default Over and above the cases indicated in this Agreement either party can automatically and immediately terminate this Agreement by registered letter, in case of a default by the other party that is not remedied within 60 (sixty) calendar days as of the date of the first presentation of the formal written notice to correct the default. If the default is not remediable, then termination will be effective immediately. 14.3. Consequences of Termination Upon the expiration or termination of this Agreement for any reason whatsoever:

- all amounts to be paid by one party hereto to the other party hereto pursuant to this Agreement shall become immediately due and payable

- all licenses granted hereunder shall immediately terminate; - Customer shall immediately cease to use the Software Licenses, and, within ten (10) business days after the effective

date of expiration or termination, deliver to IER or its duly authorized representative, or certify in writing that it has destroyed, all materials provided to Customer by IER, including, without limitation, all copies of the Software Licenses, any associated Documentation and all other IER confidential information and trade secrets, including all copies of such materials and information stored on electronic media.

XV FORCE MAJEURE 15.1 Cases of force majeure will initially suspend the obligations of this Agreement. If the cases of force majeure persist for

more than three months, this Agreement will be automatically terminated.



15.2. It is expressly agreed that the following will be considered as cases of force majeure, over and above those cases accepted by French courts: total or partial strikes inside or outside of the company, lockouts, bad weather, blockage of the means of transportation or procurement for any reason whatsoever, fire, water damage, governmental or legal restrictions, legal or regulatory modifications to the marketing forms, computer breakdown, interruption of telecommunications, inability to procure the Products and services which are necessary for the performance of this Agreement, and any other case that is independent of the express control of the PARTIES and that prevents the normal performance of the present contract.

XVI APPLICABLE LAW AND SETTLEMENT OF DISPUTES 16.1 This Agreement shall be construed, governed and interpreted in accordance with the laws of France. Should a dispute

arise between the parties regarding the interpretation or performance of these presents and their consequences, the PARTIES shall try to resolve them amicably.

16.2 In the absence of amicable settlement within a period of 60 days as from the notification of such dispute, the dispute will be brought before the competent court of Paris, even in case of third party complaint or multiple defenders, including in case of a request for a summary decision.

16.3 This Agreement has been written in the English language, which shall prevail in case of translation XVII MISCELLANEOUS CLAUSES 17.1 Any notification required by the contract can, unless expressly stipulated to the contrary, be made by any means,

including by telephone, fax, telex or electronic transmission, but will in all cases be confirmed immediately by recorded delivery letter.

17.2 Should either of the parties be late in exercising any of the rights indicated in the contract, or fail to exercise them, this cannot be considered as a renunciation of any future exercising of these rights, whether relative to a past or future matter.

17.3 Should any of the contract’s clauses be judged unenforceable or contrary to public order by a Court or other competent authority, it will be considered as having not been written and the PARTIES will interpret the contract’s remaining clauses such as to bring into effect the initial stipulations of the parties.

17.4 Third Party Products supplied under this Contract are licensed for use solely with the IER Products licensed to Customer under this Contract and may not be used on a stand-alone basis or with any other third party Products.

XVIII CUSTOMER’S MANAGER – ACCESS TO CUSTOMER’S SYSTEM Provided Customer has paid the corresponding maintenance fees, the Customer will receive Maintenance services. IER shall have sole discretion regarding the assignment or reassignment of its Maintenance personnel. IER may, at its sole responsibility, retain one or more sub-contractors to provide all or a portion of the Maintenance. IER Service consists in 2 categories of services, which cannot be purchased separately by the Customer:

- Maintenance - Support

Maintenance shall apply solely to the Software License, and shall not apply to the Operating Environment. If, during the process of a corrective or support service, IER finds that the Problem is not due to IER, IER will use the CUSTOMER prepaid tokens for the time and material spent during such process, or invoice the Customer for such time spent. 18.1. The CUSTOMER will designate amongst its employees one (or two at a maximum) duly qualified person as its designated support representative (hereinafter “Manager”) and keep IER informed of his identity, along with a replacement. The role of the Manager shall be the following:

- be the sole point of contact of IER in regards to the Maintenance of the Software License, - understand and maintain continuous knowledge of the Operating Environment, its future evolutions and current issues

linked to the Software License, - the pre-diagnosis, analysis for the Problems encountered (and possibly corrections), - the collection of the elements necessary for the analysis and correction of the Problem, - drafting and transmission of the Anomaly Reports to IER, - the release, if relevant, of modifications to the users. - Airlines Application: deployment planning, troubleshooting - Software Licenses logistic: adding new kiosks, devices, options, images, logs, CLA configuration, designing new user

interfaces, new business and functional rules 18.2. Customer shall ensure that the Manager has the skills, and receives if necessary the appropriate training from IER, in order to perform the above tasks. 18.3. The CUSTOMER expressly authorizes IER to use, at no cost, the Hardware and operational for the purposes of its maintenance and support services.



As such, the CUSTOMER shall protect itself against the risks of accidental loss of documents, files and media as a result of the maintenance operations, by means of backup procedures and file archiving. XIX. MAINTENANCE 19.1. Definition IER software maintenance comprises the following activities:

- Corrective maintenance: IER will deliver a patch to correct any reported bugs. These bugs have to be previously qualified by IER.

- Preventive maintenance: IER will deliver a patch to correct a bug that has been found but has not necessarily impacted your operations.

- Perfective maintenance: IER will deliver an upgrade to improve performance or maintainability (at the sole discretion of IER)

If Customer needs or desires on-site services, such services are available at IER’s standard time and material charge. 19.2. Conditions of performance of corrective maintenance IER’s Hotline support is attended by French and English speakers. Only the Manager is authorized to contact the Hotline Support. IER undertakes to respond to the CUSTOMER, upon receiving the complete Anomaly Report, as follows: Critical Program Problem: means problems caused directly by the Software License that a) create a major impact on revenue generation ability and b) prevents Customer from performing urgent and critical operations for its business activity and c) No Workaround in the Software License or in the Operating environment has been able to fix this situation, even temporarily. During the treatment of a Critical Program Problem, Customer’s availability must be maximum, else the qualification of the issue will be downgraded to “Major Program Problem”. Major Program Problem: means problems caused directly by the Software License, that a) create an impact on revenue generation ability and b) prevents Customer from performing important operation for its business activity and c) is likely to disrupt Customer’s Production process. Minor Program Problem: means any other problem caused directly by the Software License. If need be, Minor Program Problem fixes may be included in the next Software License release The qualification of the Problem (Critical, Major or Minor) will be done jointly by the Customer and IER. To be qualified as such, any Problem must be reproducible by IER in a standard environment compliant with the Documentation. During the investigation phase conducted by IER, the support of the CUSTOMER, at Customer’s costs, might be required in order to set-up the environment for problem reproduction (burden of the CUSTOMER to help providing data/ logs/ configuration/ testing process in order to reproduce the problem). The Anomaly Report shall be written by the Customer. It shall contain the precise description of the Problem encountered and of its impact on the normal operation of the Customer. The Customer shall send to IER all information needed for the analysis of the Problem, such as traces or other elements. The CUSTOMER ranks the Anomaly Reports by priority on the basis of the qualification of the Problem. The Problem is “opened” on the date of receipt by IER of the complete Anomaly report, and “closed” on the date of the supply by IER of a solution (whether by workaround or correction, hereinafter the Solution) to the Problem. All time during which IER is waiting on an action or a response of the Customer (typically answer to a question, validation for a proposal) will not be taken into account to appreciate IER’s performance. Customer shall immediately upon receipt test any Solution supplied by IER, and inform IER of the results of such tests. Any Solution supplied by IER shall be deemed as accepted by the Customer 30 days after its supply, unless IER receives within this period of time a new Anomaly Report relating to the Solution. The Customer shall have the responsibility to promptly deploy the Solution, and any new version of the Software License. IER is released from any Maintenance obligation in the cases defined in clause 6.2, and any services provided as a result of any such cases will be invoiced at the applicable IER rate. 19.3. Maintenance Fees The Maintenance Fees are set out in the Special Terms and sales offer. They are invoiced annually in advance, 30 days at least before the Maintenance renewal date, and for the first time after expiration of the Warranty Period.

XX - SUPPORT SERVICES Please refer to special terms and IER product offer for the complete Support description and fees. IER provides level 1 and 2 support services. Level2 Support are available during normal working hours ((Mon. – Fri., 09:00 – 17:00 hrs, GMT+1 excluding IER holidays). IER support team will be in contact with the Manager. Please refer to special terms and IER product offer for the complete Support description and fees. A specific support contract is required. A list of recommendation will be issued in order to enable a seamless site operation that is compatible with the Support. In addition to the other exclusions defined in this Agreement, Support services exclude:



- The correction of Problems, which are subject to Corrective Maintenance - Any modification to the Operating Environment, unless otherwise expressly agreed by the parties in a separate

agreement.

XXI UPDATES 21.1 Major Program Updates (out of Maintenance scope): A Major Program update is a new version of Software License released by IER following (but not limited to): (1) a major evolution of the IER Program, for instance, the integration of new feature(s) specific to IER or (2) a major evolution of an implied standard (such as CUSS) or (3) a major evolution of the requirements for the Operating Environment IER will support CUSS Middleware major versions for a period of three years from the release of the early follower new major version. IER will support non-middleware major versions (IMS, Aliss, Aladin, IER Walter, IER CUSS Toolkit) for a period of one year from the release of of the early follower new major version. If IER decides to cease supporting the previous major version for this period of time, CUSTOMER under a Program Maintenance contract with IER for the concerned version of Program is entitled to request IER to provide a license for the newer major version free of charge. IER may charge Customer for the installation of the new version. IER does not perform major Update of specific and dedicated Products Aliss and Aladin unless requested by the concerned Customer. Major Program updates are subject to a charge. 21.2 Minor Program Updates (covered by the Maintenance): A Minor Program update is a new version of Program released by IER following: (1) problem resolution(s) or (2) evolution(s) and/or integration of new device component(s) in IER CUSS middle-ware or, (3) a minor evolution of an implied standard (such as CUSS) Customers are requested to deploy any new version of Software Licenses as soon as they are released by IER, or, IER may decide at its own discretion to stop performing Maintenance. A release by IER of an evolution to its Software License(s) (major or minor) may require the CUSTOMER to modify their Operating environment. The modification of the Operating environment will be done at the Customer’s cost.



6 IER service centers

IER Ltd

Unit G4, Middlesex Business Center, Bridge Road

Southall, Middlesex, UB2 4AB, UK

Tel.: +44 208 744 7650

Fax: +44 208 744 7670

IER Inc

815 Kirkley Blvd. Belton, TX 76513, USA

Tel.: + 1(254) 933 5000

Fax: +1(254) 933 5050

IER SA

23, Chemin des Planches, Bâtiment B F-25042 BESANCON Cedex, France

Tel.: +33 3 81 85 45 00

Fax: +33 3 81 85 45 80

IER Pte Ltd

298 Tiong Bahru Road #02-06 Central Plaza, Singapore 168730

Tel.: +65 276 6966

Fax: +65 271 5563

IER Impresoras Especializadas S.L

C/ Torre de Do Miguel, 2328031 Madrid, Spain

Tel.: +34 91 535 89 75

Fax: +34 91 535 89 76

IER China

Kuen Yang Plaza N°1102798 Zhao Jia Bang Road, Xuhui District Shanghai 200030, P.R.C.

Tel.: +86 (21) 64736792/97

IER Gmbh

Wilhelm-Heinichen-Ring 4

29227 Celle, Germany

Tel.: +49 (0) 5173.6906.30

Fax: +49 (0) 5173.6906.50

IER UAE

PO Box 37585Dubai, United Arab Emirates

Tel. : +971 4 347 6720

Fax : +971 4 347 6703



7 Environmental charter

The IER Group is committed to an environmental policy that ensures it carries out its business with the greatest respect to the environment in conforming to national laws and European directives.

The IER Group's environmental charter promotes this commitment to the environment. IER will take long term action to preserve the environment and will integrate the following principles into its management:

7.1 Design and manufacture

Application of environmental demands from the product design stage in order to favor the use of renewable and non-polluting resources and offer products with low environmental operating costs.

Management of the Group's installations, respecting local laws, norms and regulations with, in particular, regular environmental audits.

7.2 Resources and training

Reduction in the exposure of staff and people close to sites representing environmental, health and safety risks through the use of safe technologies and appropriate operating procedures.

Implementation of the financial and human resources required to raise awareness and train Group staff with a view to facilitating ongoing improvements with regard to the environment.

7.3 Relations with our stakeholders

Respect by IER Group suppliers and subcontractors on the demands of the Group with regard to the environment, health and safety.

Regular and clear information provided by the Group to its customers, shareholders and partners on the environmental aspects of our installations and products.

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