HomeMy WebLinkAboutAgreement with Term IA Inc
Augusta Richmond GA
DOCUMENT NAME: 'A9~e;.6tr)e.~'" W\~H -rey;\~ :r J4 7-rJC,
DOCUMENT TYPE: A <J <Z 8E 1h ~'\
YEAR: d.. DC> d.
BOX NUMBER: ) lp
FILE NUMBER: I tp;2 g- ~
NUMBER OF PAGES: (.~
MAINTENANCE AGREEMENT
WHEREAS, This Agreement is made this lL day of :J,j L/.I . 2002. by and between Team IA Inc. (IA), a
South Carolina Corporation, 714 South Lake Dr. Lexingto~arolina 29072 and Augusta. Georgia (Augusta),
a political subdivision of the State of Georgia. 530 Greene Street, Augusta. Georgia 30911. (herein "Customer"),
NOW, THEREFORE. based upon the mutual covenants, promises and payments contemplated hereby, it is agreed
as follows:
1. Scope of Services:
IA will provide Customer and Customer hereby authorize the installation. maintenance, repair and support
services for hardware and software as described in Schedule A. Customer shall compensate IA for these
services pursuant to the schedule set forth in Schedule A.
2. Application: This Agreement shall apply to all hardware and/or software products (the "Products") listed
on Schedule A. Additional products may be added to this Agreement by the inclusion of amendments to
Schedule A. Amendments to Schedule A shall expire simultaneously with the original Agreement
The following documents are attached hereto and incorporated herein by reference:
3. Definitions:
a)
b)
- ~(~q:~J
~f\5p!D
I. Schedule A . Summary of Costs and Items Covered
2. Schedule B . IA Support Matrix
3. Schedule C - Certificate of Insurance
c)
"Product(s)" shall mean all hardware and/or software products listed in Schedule A.
"Preventive Maintenance" is maintenance furnished on a scheduled basis to keep any
hardware Product in good operating condition.
The "Principal Period of Maintenance" (PPM) is the nine-hour period from 8:00 a.m. to
5:00 p.m., Eastern Standard Time, Monday through Friday. The PPM shall not include
locally observed IA holidays as specified in Schedule B. The same PPM shall apply to
the entire Product. Should IA offices not be open for business during the PPM. the
Customer will be provided a numeric pager to use for contacting the on-call technician.
"Product Malfunction" means, as to any Product, a verifiable material adverse deviation
from the perfonnance capabilities reflected in lA's most recently published user
documentation for such Product where the Product is being used in accordance with
usage and environmental standards and specifications reflected in such documentation.
On alleged software Product Malfunction, Product Malfunction is verifiable only when it
can be replicated in a suitable test environment.
"Remedial Maintenance" is maintenance required by Product Malfunctions that require
service as further described in Section SA, "Basic Maintenance Service".
d)
e)
f)
"Enhancement" means any program. any part thereof, or any material or equipment not
included in the System Sales Agreement between the parties at the time its execution that
is developed and accepted pursuant to the System Sales Agreement. Enhancements will
generally involve any added feature or function to the System and may be separately
supported. Enhancements are provided at the sole discretion of IA and may be separately
priced from the System.
Page 1
4. Term of Agreement and Terminatioll for Default:
Except as otherwise set forth in Schedule A. a Product shall be covered hereunder for an original
Maintenance Tenn of one year. The Maintenance Agreement and Tenn shall be automatically renewed for
successive tenns of duration equal to 12 months unless one party gives the other written notice of tennination at
least thirty (30) days prior to the expiration of the then current Maintenance Tenn. fA will provide the
Customer with renewal costs at least sixty (60) days prior to the expiration of the present Agreement indicating
the renewal cost as provided in Schedule A of this Agreement This Agreement as a whole may be tenninated
by either party by written notice to the other upon. and only upon. the expiration of coverage as to all covered
Products. Either party may tenninate this Agreement due to the breach by the other party of any material
obligation hereunder (including without limitation any obligation to make any payment hereunder) if such
breach remains unresolved more than ten (10) days after receipt of written notice of such breach is given to the
defaulting party, or if cure of the breach is not feasible within ten (10) days from notice, substantial and
continued progress is not made to cure the default Customer agrees that it will return to IA or certify to IA
that it has destroyed or will destroy all diagnostic materials and maintenance aids, including copies thereof,
within thirty days after tennination of this Agreement
5. Services to be provided:
A. Basic Maintenance Service. Basic Maintenance Service for a Product shall include the following:
1. Remedial Maintenance. IA shall perfonn Remedial Maintenance when Customer notifies IA of a
Product Malfunction. Remedial Maintenance shall be perfonned as part of the basic maintenance
service only during PPM. Remedial Maintenance perfonned at hours other than during the PPM
shall be at lA's sole option and at lA's customary hourly rate for such services. Response time by
lA's personnel during the PPM shall be as set forth in Schedule B. Remedial Maintenance at
times other than the PPM will be provided to Customer as set forth in Schedule B.
2. Software Correction. Correction of a software Product Malfunction may, at lA's sole option,
consist of any of the following: (a) re-coding of the IA proprietary software, (b) installation
of a software patch, (c) a modification to the instructions or procedures for using the software.
(d) replacement of the software with other software that is reasonably equivalent, or (e) other
remedial action that may be reasonable and equitable to both parties.
3. Telephone Help. During the PPM, IA shall respond to telephonic questions from Customer's
trained authorized contacts regarding Product operation; provided, however, if the time spent
by IA personnel on such telephonic assistance exceeds in any month the hourly limit set forth
in Schedule B, additional time shall be charged and billed to Customer at lA's rate defined in
Schedule A for telephone support services. If no limit is set forth in Schedule A, the limit in
any month shall be twenty (20) hours.
4. Trouble Ticket Services. IA shall provide Customer with a report of all open and/or
unresolved trouble tickets at customers request. The reports will include the status of all open
and/or unresolved trouble tickets. Additionally, Customer may request a report for all trouble
tickets for the previous calendar month at no charge to Customer. Reports will only be
provided via electronic mail.
5. Extra Maintenance Options and Charges. Upon request, IA will supply maintenance services
outside the PPM as follows or as specified in Schedule B:
i) Extra Shift Maintenance Service. Extra Shift Maintenance Service shall be during the
consecutive fifteen-hour period, Monday through Sunday, commencing at the hour at
which the Principal Period of Maintenance expires. The charge for Extra Shift
Maintenance shall be as stated on Schedule B and shall be in addition to the Basic
Annual Maintenance Charge.
Page 2
B. Supplemental Services. IA reserves the right to charge its prevailing rates on any services not
specifically included in Schedules A and B. fA further reserves the right not to perfonn the following
services, but if IA shall in its sole discretion agree to perfonn any of the following, IA need only to use
its reasonable efforts and such services shall be deemed billable maintenance above and beyond those
charges established in Schedule A: (a) specification changes requested by Customer (other than to the
extent those specific tasks are included within covered maintenance), development and maintenance of
Enhancements, customization of Licensed Software, Updates or Enhancements and any other services
in respect of software or finnware programming, development or data input; (b) services which, in
lA's opinion, are required due to improper treatment or use or operation of the System. or anempts by
other than lA's authorized personnel to repair. maintain or modify the System without lA's prior
wrinen approval or any repair of damage caused thereby; (c) support for custom-wrinen applications,
pre-release software, or non-current versions of released software not included in the System Sales
Agreement; or Cd) repair of damage not caused by lA, including without limitation, damage resulting
from accident. transportation, neglect or misuse, vandalism, lighming, failure or fluctuation of
electrical power, air conditioning or humidity control, telephone equipment or communication lines
failure or interconnect equipment or causes other than ordinary use.
6. Customer Responsibilities
A. Customer Responsibility. Customer has sole responsibility for Product Malfunctions caused directly or
indirectly by any of the following acts, omissions, events and causes. Any services, by IA in respect of any
such Product Malfunction shall be charged to Customer at lA's customary rates.
I. Negligent or willful acts or omissions of the Customer, its employees or third parties.
2. Damage or desnuction due to accident. casualty or other acts of God.
3. Events not under the control ofIA.
4. Modification of any Product. as listed in Schedule A, not authorized by IA.
5. Connection of any Product by mechanical or electrical means to equipment or devices not
manufactured by IA or supplied by IA unless such connection has been specifically, in each
instance, authorized in writing by lA.
6. Repair of damage, replacement of parts or increase in service time caused by neglect. accident or
misuse by Customer, including, without limiting the generality of the foregoing, failure of
electrical power or any other failure not attributable to a Product.
7. Painting or refmishing the case or exterior of any hardware Product. or furnishing material
therefor.
8. Changes or perfonning services connected with relocation of any Product. or adding or removing
accessories, attachments or other devices except as authorized by IA in writing.
9. Repair of damage or increase in service time caused by relocation or movement of any Product
by Customer without the prior written approval of IA.
10. Consumable materials such as ribbons, paper magnetic tape and cleaning materials, optical
planers, scanner lamps,etc.
I I. Repair of damage or increase in service time caused by use of any Product for purposes other
than that for which it is designed.
12. Additional IA service time or other costs resulting from failure by Customer to perfonn daily
backup of its hard disk data. For example, time spent recovering or rebuilding database indices or
data.
B. Remote Access. IA will be provided a controlled/limited access modem and dial up line to the servers
running IA products for support capabilities and more efficient problem diagnosis and troubleshooting.
Failure of the customer to have remote dial-in available may result in charges being applied if an on-
site resolution could have been accomplished remotely but was only necessary due to [he remote dial-
in capability being unavailable.
C. Environment. Customer shall provide and maintain a clean operating environment that does not exceed the
rated temperature and humidity specifications for the hardware Products.
Page 3
.'
7. fA SlIpport Contact:
Tore Bostnlp
Team IA. Inc.
714 Southlake Drive. Suite 100
Lexington. SC 29072
Office: 803-356-7676
FAX: 803-356-4942
IA shall have full discretion of which individual(s) shall be the Support Contact and personnel providing
service under this Agreement, and shall notify Customer of any change in its support contact.
8. Customer Contact:
For License Applications and Building Penn its:
Debbie Freeman
Augusta
530 Greene Street
Annex 10 I
Augusta, GA 30911
706-821-2532
Beatrice Maxwell
Augusta
530 Greene Street
Annex 101
Augusta. Georgia 30911
706-821-1745
Customer shall have full discretion of which trained authorized contact serves as its contact for the
purposes of this Agreement.
9. Maintenance Charges and Payment
A. Invoices. The Basic Annual Maintenance Charge for each Product shall be payable annually in advance on
the fIrst day of the annual Maintenance Tenn. The Extra Shift Maintenance Charges. On-Call Service
charges and all other charges hereunder shall be billed initially at the rates and as of the commencement
date set forth in Schedule A. LA will invoice Customer for these additional maintenance services on a
monthly basis, and payment will be due within thirty (30) days of the date of invoice.
B. Change in Maintenance Charges. Prior to the commencement of a renewal tenn, IA shall notify Customer
in writing of its maintenance charges for the ensuing renewal tenn. Unless Customer refuses to renew, as
provided in Section 4, such charges shall become effective upon the beginning of the next renewal tenn.
C. Late Payment. LA shall have no obligation to perfonn any maintenance service whatsoever with respect to
any Product as to which any Maintenance charge hereunder is thirty (30) or more days past due until
payment is made.
10. Alterations and Attachments. Customer may make alterations or install attachments to the Products only at
Customer's expense and receiving prior written authorization. Additional charges will apply for repair of
damage or any increase in required maintenance attributable to such alterations or attachments. If the
Page 4
alterations of or attachments to a Product prevent or impede IA from perfonning maintenance as required by
this Agreement. Customer will, upon notice from IA. restore the Product to its original condition.
11. Movement of Products. Products covered by this Agreement are not to be moved to include from one
database server to another, without the prior written consent of lA, which consent will not be unreasonably
withheld. IA shall have the option of adjusting its rates for services under this Agreement if any Product must
be maintained in a different location than where such Product is originally installed. IA will continue to
provide maintenance service on such Products provided that IA personnel shall. at lA's then current rates,
supervise all packing and unpacking of the Equipment and the reinstallation of the Products at the new location.
Any Products damaged in transit shall be repaired by IA personnel and charged for at lA's then-prevailing rates.
No abatement in Basic Annual Maintenance Charges will be granted because Products are in transit
12. Diagnostic Materials and Maintenance Aids. Any diagnostic materials and maintenance aids furnished by
IA are for lA's use and are the property of IA and are proprietary. Customer agrees to keep such diagnostic
materials and maintenance aids confidential, and to use its best efforts to prevent their unauthorized disclosure
and use. Customer agrees that it will not make or allow to be made copies of any diagnostic materials or
maintenance aids unless IA has given its prior written consent. Customer may, however, make necessary
copies of diagnostic materials and maintenance aids that are installed as part of the operating systems software,
subject to Customer's confidentiality obligations as set forth in the System Sales Agreement On each and
every such copy, lA's proprietary notices and legends must appear, in the same manner and fonn as they appear
in the original. The existence of a copyright notice will not cause or be construed as causing any diagnostic
material or maintenance aid to be a published, copyrighted work or to be in the public domain.
13. Limitations on Warranty. IA warrants that its services hereunder will be perfonned in a workman-like
manner. THE FOREGOING WARRANTY IS IN LIEU OF ALL OTHER WARRANTIES, EXPRESS
OR IMPLIED, INCLUDING THE IMPLIED WARRANTIES OF MERCHANTABILITY AND
FITNESS FOR A PARTICULAR PURPOSE. THE MAXIMUM LIABILITY OF IA FOR BREACH
OF WARRANTY SHALL BE LIMITED TO A REFUND OF THE MAINTENANCE PAYMENTS
ALLOCABLE TO THE PRODUCT(S) FOR WHICH MAINTENANCE WAS DEFECfIVE fOR
THE PERJOD SAID MAINTENANCE WAS REPORTED AND DETERMINED TO HAVE BEEN
DEFECTIVE.
14. Limitation of Damages and Remedies. NOTWITHSTANDING ANY OTHER PROVISION OF THIS
AGREEMENT, IN NO EVENT SHALL lA'S AGGREGATE LIABILITY IN RESPECT OF THIS
AGREEMENT (REGARDLESS OF WHETHER SUCH LIABILITY ARlSES FROM A CLAIM BA SED
UPON THE LAW OF CONTRACT OR TORT, INCLUDING NEGLIGENCE) EXCEED THE TOTAL
AMOUNT OF THE PAYMENT RECEIVED BY IA FROM CUSTOMER PURSUANT TO THIS
ANNUAL AGREEMENT OR AN AMOUNT NOT TO EXCEED TWELVE MONTHS
MAINTENANCE COVERAGE AS SPECIFIED IN THIS AGREEMENT, WHICHEVER IS LESS,
OR, IF APPLICABLE, LIMITED TO AN AMOUNT NOT IN EXCESS OF SCHEDULE "C"
PROFESSIONAL LIABILITY DECLARATION CERTIFICATE. NOTWITHSTANDING ANY
OTHER PROVISION OF THIS AGREEMENT, IN NO EVENT SHALL IA BE LIABLE FOR SPECIAL,
INCIDENTAL OR CONSEQUENTIAL DAMAGES ARISING OUT OF OR IN CONNECTION WITH
THIS AGREEMENT, OR THE PERFORMANCE OF (OR FAILURE TO PERFORM) ANY SERVICE
UNDER THIS AGREEMENT. REGARDLESS OF WHETHER THE CLAIM OF LIABILITY IS BASED
UPON CONTRACT OR TORT, INCLUDING NEGLIGENCE, AND REGARDLESS OF WHETHER IA
WAS ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.CUSTOMERS SOLE REMEDY FOR
BREACH SHALL BE A REFUND OF THE MAINTENANCE PAYMENTS ALLOWABLE FOR THE
PRODUCT IS FOR WHICH THE MAINTENACE WAS DEFECTIVE FOR THE PERlOD REMAINING.
15. E:cc/usion From Coverage. IA retains the option at all times during the existence of this Agreement to
exclude any product listed in Schedule "An from coverage when: I) the manufacrurer or developer notifies IA
that a covered product will no longer be supported by the manufacturer or developer due to aging through the
upgrade process and there is not a suitable third-party acquiring the support, or 2) the industry can no longer
Page 5
supply the necessary repair components. IA may assist the Customer in developing a transition plan to replace
products that will become obsolete by virtue of coverage exclusion at an additional charge. Such assistance
does not include the cost of acquiring, installing, implementing, or integrating the replacement product or
service. If the product to be excluded is software, either the product or a version of the product, IA will
continue to provide technical support to the Customer providing there is technical support from the third party
vendor for the obsolete software, for at least 12 months after receipt of notification from the developer. If the
third party vendor does not provide support for the excluded product, and the Customer selects that IA continue
to provide support for the excluded product, IA will endeavor to fIx any reported problems with the subject
product However, a fix will not be guaranteed by IA should a problem arise. Should any product be excluded
from coverage, IA will reimburse the unused portion of the coverage. Reimbursement shall be amortized based
on the remaining period of this Agreement during which IA is no longer providing coverage and shall be
limited to the portion of the annual charges applicable to the excluded product.
16. Employees. The Customer and IA agree they will not for a period of one year, directly or indirectly by
assisting others during the term of this Agreement and for one (I) year from the termination of any agreement
between the parties, on their own behalf or others, or attempt to divert, hire or appropriate, or attempt to divert,
hire or appropriate, any employee of the other party.
17. Notices. Any notice, demand or other connnunication required by this Agreement or otherwise given in
connection herewith shall be deemed to have been properly given when it is in writing and either (i) actually
received by the party to which it is directed, or (ii) sent to such party at its address listed on the signature page
hereofby registered or certified (return receipt requested) U.S. mail, postage prepaid.
18. Assignments. Team IA may assign, delegate and/or otherwise transfer this Agreement or its rights and
obligations hereunder to any person or entity which purchases or otherwise succeeds to the business of IA to
which this Agreement pertains.
19. Modifications. This Agreement may not be modified or amended in whole or in part except pursuant to a
writing signed by both parties.
20. Severability. The illegality, invalidity or unenforceability of any terms or conditions herein shall not render
illegal, invalid or unenforceable any other terms or conditions herein.
21. Entire Contract Customer acknowledges that it has read this Agreement, understands it, and agrees to be
bound by its terms and conditions. Further, Customer agrees that this Agreement, together with any other
applicable agreements, certifications, amendments and supplements and any exhibits or attachments thereto,
referencing this Agreement or expressly made a part hereof that are duly signed by the parties will be the
complete and exclusive statement of this Agreement between the parties, superseding all proposals or prior
agreements," oral or Written, and all either connnunicaticins between the parties relating to the subject matter of
this Agreement.
22. Force Majeure. IA shall not be in default under this Agreement because of any failure to perform in
accordance with its terms and conditions if such failure arises from causes beyond lA's control, including, but
not restricted to, acts of God, acts of government, terrorism, fires, floods, epidemics, quarantine, restrictions,
strikes, embargoes, inability to secure raw materials or transportation facilities, acts or omissions of carriers, or
any and all causes beyond control of IA.
23. Governing Law. This Agreement shall be governed by the laws of the State of Georgia. All claims, disputes
and other matters in question between Customer and IA arising out of or relating to this Agreement, or the
breach thereof, shall be decided in Georgia. lA, by executing this Agreement, specifIcally consents to venue in
Richmond County and waives any right to contest jurisdiction and venue in the State of Georgia.
Page 6
Team lA, Inc.
Augusta. Georgia
BY ~4 cfY
DATE:
~/~~
BY:~ VOUf(4
TITLE: j]1 ~ 0 ~
DATE:~
BY: Brent Yarborough
TITLE: President
Page 7
Augusta, Georgia
, .
SUMMARY OF' COSTS
For Period: February 1,2002 through January 31. 2003
Qty:
SOFTWARE:
IA Proprietary
Software
1
Description:
License Application (Business/Alcohol)
Building Permit Application
Grand Total Excluding Applicable Taxes =
Page 1 of 1
Schedule A
Support
Advantage
Price
6,977
included above
$6,9771
Augusta-Richmond County
Schedule B
. ,
General Terms
Feature
Support
Advantage
Telephone assistance Primary telephone assistance is provided during
(see note) standard business hours (8:00 a.m. through 5:00 p.m.,
Monday through Friday, holidays excluded as
specified below. Assistance may be received at any
point during the indicated response period.)
Onsite response Onsite response is provided during standard business
(see note) hours (8:00 a.m. through 5:00 p.m., Monday through
Friday, holidays excluded. All relevant access must
be available to the responding service technician
immediately upon arrival. Such arrangements should
be made prior to the technician's leaving their
departure point.)
Toll-free number A toll-free telephone number is provided to all
Support customers. This number rings at Team lA's
main office.
Response prioritization Service calls are prioritized by the seriousness of the
situation. Customers who have experienced total
system failure receive priority. It should be noted,
however, that while IA strives to respond as quickly
as possible, response is only guaranteed within the
response times commensurate with the level of
service purchased.
Urgent.
(phone) Return call less than 1 hour
(onsite) If the call is before 1:00 PM, the service technician
will be onsite the same day.
· System is completely down and non- If the call is after I :00 PM, the service technician will
functioning be onsite the next morning.
Serious.
(phone) Return call less than I hour
(onsite) If the call is before 11 :00 PM, the service technician
will be onsite the same day.
· System is functional with one or more major
component.! experiencing failure If the call is after 11:00 PM, the service technician
will be onsite the next morning.
Not critical.
(phone) Return Call within 2 hours
(onsite) The service technician will arrive the next day or later
based on mutual agreement.
· System is functional with minor problems
Page 1 of3
Augusta-Richmond County
Schedule B
Remote dial-in All customers who purchase support must provide
IA a means to dial into the supported system to
perfonn diagnostics and repair. This allows a
technician to correctly ascertain problems before
detennining the necessary corrective action. Many
times the solution can be applied remotely. Failure
of the customer to have remote dial-in available
may result in charges being applied if an onsite
resolution could have been accomplished remotely
but was only necessary due to the remote dial-in
capability being unavailable.
Two-hour on-site response Option
(only available witbin a
50-mile radius oflA)
(see note)
Holiday surcharge $175/hr (phone)
(1 hr min lor phone)
(see note) $250/hr (onsite)
(3 hr min lor onsile)
Extra Shift Maintenance $ 150/hour (phone)
(Support outside PPM) (I hr min for phone)
$2001hr plus $50/trip (on site)
(3 hr min for onsite)
Designated contacts (2)
Initial response calls will be made to the designated
contact person placing the original service call.
Should the designated contact person be
unavailable at the time the response call is made,
the responding support person will request the
secondary contact. If the secondary contact is not
available, a message will be left for the designated
contact person placing the original service call.
Additional contacts $150/mo each
Note: Monday through Friday does nOI include any nalional or Slate holidays. Twenty-four hour suppan is Monday through
Sunday with surcharges being applied lor New Year Day, Easter Sunday. Memorial Day, Independence Day. Labor Day,
Thanksgiving Day, Chrisbnas Eve and Christmas Day. Rare for addilionallelephone suppon during PPM is $125/hour. billed in
hourfy increments.
Proprietary Software
Feature
Support
Advantage
Minor release upgrades This plan provides minor release upgrades to IA proprietary
written software free of charge whenever a minor release
upgrade of a vendor's product results in the need for
modification.
Software patches Any proprietary written product that does not perfonn as
represented by IA is considered to be in need of repair.
Such repairs are considered patches to the original software
and will be provided to the customer without charge.
Upgrade instaUation Product minor release upgrades will be made available to
customers on a time and materials basis. Customers may
choose to have this feature included in their plan as an
Page 2 of3
Augusta-Richmond County
Schedule B
. .
option 10 prevent time and materials charges being rpade.
Election of this option is only available at the beginning of
any contrncted period including renewals.
Patch installation All support plans offer patch installation [0 the customer
free of charge.
Page 3 of3
, .
Schedule C
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~l.IJ~D
CIC. Inc. at Columblil I CHLY AND CONPERS NO RIGHTS UPON TIll CERTlFlI:.l",
HOLDER. nflS CEJmFlCATl! DOllS NOT AMaID. EXTEND OR
POBox 2515 AL lEI TIlE COVERAGe AFFORDED BY T)flj POUCIiS en.ow.
loxlngton, SC 29071 INSUIIERS AFI'OIIlllHC COVIlRAGS
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