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5x9 standard maintenance means services are only delivered in the time period between 9:00 am - 6:00 pm (Time at the Support Site, except otherwise indicated in the “Customer Conditions” document) on any Business Day, and includes:​ - All incident issues independently of the degree of severity of the reported incident.​ - All technical questions.​ - Problems diagnosis, RCAs, and resolution.​ - All operation service requests or change requests (as included in the contract).​ - Free access to all new versions.