Elleni,

It is known we have agreements for training and support service with Microsoft which was signed under
single contract.

In the contract it is stated that:

“Before Microsoft commences or continues provision of Premier Support Service, Microsoft receive a
signed copy of this Work Order and Customer’s payment, payment, purchase order or, if applicable,
Completed Customer invoice information above. Microsoft will invoice Customer and Customer agrees to
pay Microsoft within 60 calendar days of the date of Microsoft invoice.”

Accordingly we did make support fee in advance at the beginning of the year and were using the service
until yesterday. But Microsoft has stopped to provide us support until we gave them confirmation to
settle training invoice by next week.

Our concern to on training invoice is that we are not sure whether the above contract term is applicable
to training service and therefore we are expected to pay training fee in advance before the training
delivery.

On the discussion we had with Rami, he explained to us, all payment under support service agreements
should be paid in advance. He also mentioned , this was discussed and agreed during the contract
negotiation.

So please advise whether the training fee is pre-paid or not according to the contract.

Please note that this is urgent as Microsoft has stopped support service until we gave them confirmation
to pay training fee and on the other hand IS operation is in need of critical support.

@ Rami- I do not understand why Microsoft holds the support service because we do not pay training
fee. The training and support are different service which are billed separately even if they are on the
same contract. Please help us. We need the support urgently.