















                                           IBM OS/2 NEWSLETTER
                                            SPECIAL SUPPLEMENT
                                      OS/2 SERVICE AND SUPPORT

                                                    JULY, 1994


                                                       EDITOR:
                                                   KEITH MARKS
                                      PSP MARKETING SPECIALIST
                                              IBM WESTERN AREA
                           ADVANCED TECHNOLOGY SOLUTION CENTER

























                                               IBM Corporation
                                                425 Market St.
                                       San Francisco, CA 94105
                        (415) 545-5857, IBM Tieline 8/473-5857
                                     PROFS - KMARKS @ SFOVMIC1
                       INTERNET - KMARKS@SFOVMIC1.VNET.IBM.COM
                                   IBMMAIL - IBMMAIL(USIB28DW)












  CONTENTS
  ________



  IBM PERSONAL SYSTEMS SUPPORT FAMILY -- SINGLE USER SER-
   VICES   . . . . . . . . . . . . . . . . . . . . . . . . . 1
  IBM PERSONAL SYSTEMS SUPPORT FAMILY FOR BUSINESSES AND
   DEVELOPERS  . . . . . . . . . . . . . . . . . . . . . .  11
  IBM SUPPORT FOR OS/2 DEFECTS AND FIXES   . . . . . . . .  41
  PERSONAL SYSTEMS FORUM   . . . . . . . . . . . . . . . .  43
  BESTEAM PROGRAM  . . . . . . . . . . . . . . . . . . . .  44










































  IBM OS/2 Newsletter - Service and Support Supplement, July,
                              1994
                            page ii







  IBM PERSONAL SYSTEMS SUPPORT FAMILY -- SINGLE USER SERVICES

  IBM PERSONAL SYSTEMS SUPPORT FAMILY -- SINGLE USER SERVICES
  ___________________________________________________________


  IBM ANNOUNCEMENT LETTER NUMBER 694-017, MAY 31, 1994
  _____________________________________________________

   Personal Systems Support Family -- Single User Services provides a
   choice of support services for the single-license user of OS/2 (R) and
   to users of desktop applications.  Small business and corporate users
   should refer to Services Announcement 694-014, dated May 10, 1994, for
   a menu of support services designed to meet their support needs.

   Personal Systems Support Family -- Single User Services includes:

   o   Support Line:
     -   Voice access telephone support provided by product specialists
     -   Customer's choice between Unlimited Incidents or Single Incident
         support
     -   Customer's choice of an 800 toll-free telephone number or a 900
         fee telephone number, depending on the support chosen
     -   Support provided during business hours from 8:00 a.m to 5:00 p.m.
         in the customer's time zone, Monday through Sunday, except
         holidays.  Support hours are for the continental U.S. and Canada;
         Alaska and Hawaii receive support from 8:00 a.m. to 5:00 p.m.,
         Pacific time.
     -   Support for installation and usage questions

   o   Desktop Application Support
     -   Usage support on a list of applications running under OS/2, IBM
         PC-DOS or Windows (1)

   o   Satisfaction guarantee

   A new Technical Support Structure includes Program Services
   (code-related problem support) and a "getting started" period of the
   Personal Systems Support Family -- Single User Support Line.  Effective
   July 11, 1994, current voice support for program services will be
   available only through Personal Systems Support Family -- Single User
   Support Line.

   Personal Systems Support Family -- Single User Support Line
   (800-access) service is payable by credit card only.  The following
   credit cards are accepted:

     o  American Express o VISA o MasterCard o IBM Credit Card

   Billing for the 900 number telephone service is handled by the telephone
   company.

   OVERVIEW DESCRIPTION

   PERSONAL SYSTEMS TECHNICAL SUPPORT STRUCTURE

   PROGRAM SERVICES:  Code-related problem (defect) support is provided

  IBM OS/2 Newsletter - Service and Support Supplement, July,
                              1994
                             page 1







  IBM PERSONAL SYSTEMS SUPPORT FAMILY -- SINGLE USER SERVICES

   through Program Services for all supported IBM licensed software
   products.  A code-related problem means the program does not conform to
   specifications that could be either a code or documentation error.  You
   can report code-related problems to IBM electronically, via facsimile or
   through U.S. mail.  IBM will respond in the same media as the customer
   inquiry.  IBM will respond to customer inquiries within two business
   days of electronic or facsimile receipt, and seven days of mail receipt
   advising of the problem disposition.

   Response to known code-related problem inquiries may be a code
   correction, bypass or restriction.  If the problem is not known to be a
   code-related problem, you will be informed that IBM will continue to
   work on it for a fee, that you do not have a support contract, or that
   you are beyond the getting started period.  If the problem is determined
   to be caused by an error in IBM code, the fee will be waived.

   GETTING STARTED PERIOD:  A getting started period is provided to help
   customers with installation and usage assistance.  In addition to
   Program Services, you may receive a getting started period of technical
   support for 60 days at no additional charge, beginning with your first
   call for assistance.  The getting started period will be provided for
   the first license within the site, location or centralized help desk
   for all eligible IBM products.

   During the getting started period, you have toll-free access via
   800-992-4777 for an unlimited number of support requests.  At the
   conclusion of the getting started period, you will have the option of
   contracting for continued voice access through the Personal Systems
   Single User Support Line fee offerings.

   PERSONAL SYSTEMS SUPPORT FAMILY -- SINGLE USER SUPPORT LINE

   Personal Systems Support Family -- Single User Support Line provides
   service and support for single license users of OS/2 and to users of
   desktop applications.  With Personal Systems Single User Support Line,
   the customer must choose either the SINGLE INCIDENT or UNLIMITED
   INCIDENTS support option.

   SINGLE INCIDENT:  The Single Incident option of Personal Systems
   Support Family -- Single User Support Line provides support for
   installation and usage questions for OS/2 products.  This offering does
   not extend or enhance the central service provided with OS/2 products.
   With this option, IBM will provide telephone access for incident
   recording and preliminary analysis (refer to the SUPPORTED PRODUCTS
   section for a list of supported products).  With the Single Incident
   option, you receive:

   o   Access to product specialists.

   o   Voice access telephone support via either a toll-free number or a
       fee-number.  Customers selecting 800 support can call 800-992-4777
       between 8:00 a.m. and 5:00 p.m., in the customer's time zone,
       Monday through Sunday, except holidays.  Support hours are for the

  IBM OS/2 Newsletter - Service and Support Supplement, July,
                              1994
                             page 2







  IBM PERSONAL SYSTEMS SUPPORT FAMILY -- SINGLE USER SERVICES

       continental U.S. and Canada; Alaska and Hawaii receive support from
       8:00 a.m. to 5:00 p.m., Pacific time.  Customers selecting 900
       support, can call 900-225-5522 between 8:00 a.m. and 8:00 p.m.,
       Eastern time, Monday through Sunday, except holidays.  The 900
       number telephone support is currently not available in Canada.

   o   Satisfaction guarantee.

   UNLIMITED INCIDENTS:  Unlimited Incidents option of Personal Systems
   Support Family -- Single User Support Line provides you with support
   for installation and usage questions for OS/2 products only.  This
   offering does not extend or enhance the central service provided with
   OS/2 products.  With this option, IBM will provide telephone access for
   an unlimited number of incidents for which you have requested
   assistance (refer to the SUPPORTED PRODUCTS section).  With the
   Unlimited Incidents option, you receive:

   o   Access to product specialists

   o   Voice access telephone support via a toll-free 800 number.  You can
       call 800-992-4777 between 8:00 a.m. and 5:00 p.m. in your time
       zone, Monday through Sunday, except holidays.  Support hours are
       for the continental U.S. and Canada; Alaska and Hawaii receive
       support from 8:00 a.m. to 5:00 p.m., Pacific time.  (Workload
       constraints may occasionally necessitate that you be called back
       after the initial request for service.)

   o Satisfaction guarantee.

   PERSONAL SYSTEMS DESKTOP APPLICATION SUPPORT:  Personal Systems Desktop
   Applications Support complements Personal Systems Support Family --
   Single User Support Line.  You can call with usage questions on
   supported desktop applications running under OS/2, DOS, or Windows.
   You can obtain:

   o   Installation assistance

   o   Assistance with a functional task

   o   Help clarifying documentation

   o   General information about the program's capabilities

   o   Assistance in identifying a system problem

   Support is available via a toll-free number from 8:00 a.m. to 5:00 p.m.
   in the customer's time zone, Monday through Friday, except holidays.

   Products in the Personal Systems Single User Support Line are not
   supported thru the Desktop Application Support service.  Refer to the
   SUPPORTED DESKTOP APPLICATIONS section for a list of the supported
   programs.


  IBM OS/2 Newsletter - Service and Support Supplement, July,
                              1994
                             page 3







  IBM PERSONAL SYSTEMS SUPPORT FAMILY -- SINGLE USER SERVICES

   GENERAL TERMS AND CONDITIONS FOR SINGLE USER SUPPORT LINE

   Requests for assistance with different questions, or different
   problems, will be considered separate incidents.  Each incident will be
   tracked individually in the IBM problem management system.  An incident
   may involve multiple calls or actions such as:

   o   The initial request for assistance

   o   Offline research

   o   A callback from IBM to the customer

   o   Closure of the incident

   Closure of an incident occurs when an answer to the initial request is
   provided.  Closure may also include referring the customer to the
   appropriate source for resolution.

   You will not be charged for any incident that is determined by IBM to
   be a defect in IBM code.  IBM will be the final arbiter in determining
   which problems are considered defects.

   IBM will only provide credit for 900 number incidents if it can be
   determined during the call that the problem is a defect in IBM code.

   Personal Systems Support Family -- Single User Support Line is provided
   for a single license user of OS/2.  Each Support Line User is required
   to have a Support Line contract.

   Personal Systems Support Family -- Single User Support Line does not
   extend the announced end of service and support of any of the OS/2
   products (refer to the SUPPORTED PRODUCTS section).

   Personal Systems Support Family Single User Support Line is not
   intended to replace documentation or training in the use or operation
   of the products.

   Incidents opened prior to the announced end of service and support for
   a product or prior to the end of this contract period will be worked to
   closure.

   Personal Systems Support Family -- Single User Support Line applies
   only to the U.S. English versions of the supported OS/2 products.

   Under this service, you are specifically not entitled to telephone
   support for any of the following examples of tasks, which are beyond
   the scope of Support Line:

   o   Continuous contact during lengthy procedures that IBM determines
       would best be delivered on-site.  For example:

     -   Full configuration of systems, workstations or networks

  IBM OS/2 Newsletter - Service and Support Supplement, July,
                              1994
                             page 4







  IBM PERSONAL SYSTEMS SUPPORT FAMILY -- SINGLE USER SERVICES

     -   Full hardware or software release/upgrade installation
     -   Application development assistance

   o   Dispatch of any non-IBM personnel or service

   o   Design and analysis work that IBM determines would be considered
       consulting

   o   Technical education

   Personal Systems Support Family -- Single User Support Line is not
   intended to replace documentation or training in the use or operation
   of the products.

   Neither you nor IBM grants the other any licenses under this agreement.

   TERMS AND CONDITIONS FOR SINGLE INCIDENT OPTION

   The following are the terms and conditions that apply to the Single
   Incident option of Personal Systems Support Family -- Single User
   Support Line:

   o   You can purchase direct telephone assistance on a per-incident
       basis with a charge for each unique request for assistance with any
       Personal Systems product.

   IBM RESPONSIBILITIES:  An IBM representative will answer all calls
   placed to 800-992-4777 or 900-225-5522.  For new incidents, an incident
   number will be assigned and will be updated with the incident
   description.  You will be connected to the next available product
   specialist for the appropriate product.  For previously reported
   incidents, you can provide the active problem number and be connected
   directly to the next available product specialist.

   IBM will answer specific, task-oriented questions pertaining to the use
   and operation of systems and current releases of eligible programs, and
   will refer the caller to specific IBM product documentation or
   publications for additional information and instructions.

   A product specialist will assist with incident resolution by:

   o   Answering questions pertaining to the use and operation of current
       releases of eligible programs

   o   Searching the known-problem database for defect correction
       information, if required

   o   Assisting with identification of the source of a problem

   CUSTOMER RESPONSIBILITIES

   o   Call 800-992-4777 or 900-225-5522 to initiate Single User Support
       Line service.

  IBM OS/2 Newsletter - Service and Support Supplement, July,
                              1994
                             page 5







  IBM PERSONAL SYSTEMS SUPPORT FAMILY -- SINGLE USER SERVICES


   o   Provide IBM with the information required to enter the customer
       profile into the entitlement database

   o   Provide all information and data about the incident requested by
       IBM

   o   Take preventive or corrective actions that IBM recommends to
       resolve an incident

   OTHER TERMS AND CONDITIONS:  Single Incident 900-number callers will be
   charged for the time spent speaking with a product specialist.  There
   is no charge for time spent at point of entry, hold time, or time spent
   by the product specialist performing research or consulting with
   others.

   There will be no charge if it is determined by IBM during the call,
   that the cause of the problem is a defect in IBM-supported code.

   TERMS AND CONDITIONS FOR UNLIMITED INCIDENTS OPTION

   The following are the terms and conditions that apply to the Unlimited
   Incidents option of Personal Systems Support Family -- Single User
   Support Line:

   o   You can purchase this service for a product on a per-license basis.
       A separate agreement is required for each additional product
       license.

   o   With purchase of the Unlimited Incidents option, one designated
       customer is entitled to open an unlimited number of incidents for
       assistance with any of the OS/2 products supported (refer to the
       SUPPORTED PRODUCTS list.).

   o   The Personal Systems Support Family Single User Support Line
       contract period is 12 months.  If, for any reason, you are not
       completely satisfied with the support provided, and IBM is unable
       to resolve the problem to your satisfaction, you may terminate this
       agreement and receive a pro-rated credit for the remaining contract
       period.

   o   IBM may terminate this agreement or change its terms at any time
       upon three months written notice to you.

   IBM RESPONSIBILITIES:  An IBM representative will answer all calls
   placed to 800-992-4777 and request the customer's entitlement number.

   The IBM responsibilities and procedures will then be the same as
   described under the "TERMS AND CONDITIONS FOR SINGLE INCIDENT OPTION"
   section above.


   CUSTOMER RESPONSIBILITIES:

  IBM OS/2 Newsletter - Service and Support Supplement, July,
                              1994
                             page 6







  IBM PERSONAL SYSTEMS SUPPORT FAMILY -- SINGLE USER SERVICES


   o   Call 800-992-4777 to initiate Single User Support Line service.

   o   Provide the entitlement number when placing a service call.  NOTE:
       An IBM representative may provide an interim entitlement number to
       use when requesting support after the contract is signed but prior
       to receipt of your payment.

   The remainder of the customer responsibilities will be the same as
   described under the "TERMS AND CONDITIONS FOR SINGLE INCIDENT OPTION"
   section above.

   TERMS AND CONDITIONS FOR DESKTOP APPLICATION SUPPORT

   IBM RESPONSIBILITIES

   o   Provide standard coverage from 8:00 a.m. to 5:00 p.m. in the
       customer's time zone, Monday through Friday, excluding holidays.

   o   Answer questions via a toll-free number, relating to installing,
       configuring, and using a personal computer.  IBM may provide you
       references to technical information for your review.

   o   Use commercially reasonable efforts to identify the source of the
       eligible program or system problem and assist you in resolving it.
       If the source of problem is:
     -   A defect in an eligible program, IBM will instruct you to contact
         the vendor to request a correction.  This does not apply to the
         Personal Systems Support Line for single license user's supported
         products.

     -   A hardware defect, IBM will instruct you to contact your local
         provider of hardware service.


   o   IBM is not responsible for services or charges for services
       provided by other vendors.

   CUSTOMER RESPONSIBILITIES

   o   Call 800-992-4777 to initiate Desktop Application Support service.

   o   Accept call information from IBM and take action as required for
       unresolved problems.

   SATISFACTION GUARANTEE

   If, for any reason, a single license user with the Unlimited Incidents
   option is not completely satisfied with the service, and IBM is unable
   to resolve the problem to the customer's satisfaction, the customer may
   terminate this agreement and receive a prorated credit for the
   remaining contract period.


  IBM OS/2 Newsletter - Service and Support Supplement, July,
                              1994
                             page 7







  IBM PERSONAL SYSTEMS SUPPORT FAMILY -- SINGLE USER SERVICES

   If, for any reason, a single license user with the Single Incident
   option or Desktop Application Support is not completely satisfied with
   the service, and IBM is unable to resolve the problem to the customer's
   satisfaction, the customer's credit card will be credited for that
   incident.  If the Single Incident customer has called the 900 number,
   the customer will not be billed for the call.

   ORDERING CHARGES

   o   Support Line

       -   Single Incident (800 number callers)
           -- $45

       -   Single Incident (900 number callers)
          -- $2 per minute.  The maximum charge per incident for 900
             number callers is $50.

       -   Unlimited Incidents
           -- $179 per year

   o   Desktop Application Support
       - Single Incident (800 number callers)
         -- $35

   SUPPORTED PRODUCTS

   The following are the Personal Systems products that are supported by
   Single User Support Line -- Unlimited Incidents option.

   OS/2 BASE OPERATING SYSTEM

     DESCRIPTION                                       VERSION

     16/32-bit operating system                        2.1, 2.11
     OS/2 for Windows                                  2.1
     MMPM/2                                            1.0,1.1
     PenDOS                                            2.2

   The following are the Personal Systems products that are supported by
   Single User Support Line -- Single Incident option.

   OS/2 OPERATING SYSTEM

     DESCRIPTION                                       VERSION

     OS/2 2.1, 2.11
     16/32-Bit operating system                      2.1, 2.11
     OS/2 for Windows                                2.1
     ToolKit                                         2.1
     MMPM/2                                          1.0, 1.1
     MMPM/2 ToolKit                                  1.0, 1.1
     IMG Adapter/A Device Driver                     1.02

  IBM OS/2 Newsletter - Service and Support Supplement, July,
                              1994
                             page 8







  IBM PERSONAL SYSTEMS SUPPORT FAMILY -- SINGLE USER SERVICES

     MVGA/MUL XGA (R) Device Driver                  1.0
     Secured DOS -- DES                              1.0
     PEN for OS/2                                    1.0
     OASAS I Disk Array Management                   1.0, 2.0
     PenDOS                                          2.2

   SUPPORTED DESKTOP APPLICATIONS

   The following are the programs supported by Desktop Application
   Support.

   SOFTWARE -- OPERATING SYSTEMS

   o   Macintosh** System Software V6.X, V7.0, V7.1
   o   Microsoft** DOS V3.3, V4.0, V5.0, V6.0

   SOFTWARE -- APPLICATIONS

   o   Ami Professional** V1.1, V1.2
   o   Ami Professional for Windows V2.0, V3.0
   o   CorelDRAW!** V2.01, V2.01, V3.0
   o   DataEase** V4.2, V4.5
   o   dBase** III Plus V1.1
   o   dBase IV V1.1, V1.5 for DOS
   o   Excel** V2.0, V2.1, V3.0, V4.0
   o   Excel for Mac V2.2, V3.0, V4.0
   o   FileMaker Pro** for Mac V1.1, V2.0, V2.1
   o   Freelance** for OS/2 V1.0
   o   Freelance for Windows V1.0
   o   Harvard Graphics** V2.3, V3.0
   o   Harvard Graphics for Windows V1.0
   o   Lotus** Organizer V1.1
   o   Lotus Symphony V2.0, V2.2, V3.0
   o   Lotus 1-2-3** V2.2, V2.3, V2.4, V3.0, V3.1, V3.1+, V3.4
   o   Lotus 1-2-3 for Mac V1.0
   o   Lotus 1-2-3 for OS/2 V1.0, V1.1, V2.0
   o   Lotus 1-2-3 for Windows V1.0, V1.1
   o   Microsoft Windows V3.0, V3.1
   o   Microsoft Word for DOS V5.0, V5.5
   o   Microsoft Word for Mac V4.0, V5.0
   o   Microsoft Word for OS/2 V1.1
   o   Microsoft Word for Windows V1.0, V1.1, V2.0
   o   Microsoft Works for DOS V1.0, V2.0
   o   Microsoft Works for Windows V2.0
   o   Multimate** V3.3, V4.0
   o   Norton AntiVirus** V1.5, V2.0
   o   Norton Desktop for Windows V1.0, V2.0
   o   Norton Utilities/Advanced V4.5, V5.0
   o   Norton Utilities for Mac V1.0, V1.1, V2.0
   o   PageMaker** V4.0
   o   PageMaker for Mac V4.0, V4.2
   o   Paradox** V3.0, V3.5, V4.0
   o   PKZIP** V2.04

  IBM OS/2 Newsletter - Service and Support Supplement, July,
                              1994
                             page 9







  IBM PERSONAL SYSTEMS SUPPORT FAMILY -- SINGLE USER SERVICES

   o   PowerPoint** V3.0
   o   PowerPoint for Mac V2.01
   o   PowerPoint for Windows V2.0E
   o   Q&A** V3.0, V4.0
   o   QuarkXPress** for Mac V3.1
   o   Quattro Pro** V2.0, V3.0, V4.0
   o   Timeline** V4.0, V5.0
   o   Timeline for Windows V1.0
   o   WordPerfect** V5.0, V5.1
   o   WordPerfect for Mac V2.03, V2.1
   o   WordPerfect for OS/2 V5.0
   o   WordPerfect for Windows V5.1, V5.2

   ** Product or company name is a trademark or registered trademark of
      its respective holder.







































  IBM OS/2 Newsletter - Service and Support Supplement, July,
                              1994
                            page 10







     IBM PERSONAL SYSTEMS SUPPORT FAMILY FOR BUSINESSES AND
                           DEVELOPERS

  IBM PERSONAL SYSTEMS SUPPORT FAMILY FOR BUSINESSES AND
  ______________________________________________________
  DEVELOPERS
  __________


  IBM ANNOUNCEMENT LETTER NUMBER 694-014, MAY 31, 1994
  _____________________________________________________

   The Personal Systems Support Family provides a menu of fee services
   designed to provide software solutions support on a broad selection of
   IBM and other eligible personal computer products.  The services come
   with many options to permit tailoring support to each customer's needs
   and span a full spectrum of users, including:

    o   Small businesses
    o   Department-sized groups within businesses of all sizes
    o   System supporters and medium businesses
    o   Developers and large businesses
    o   Users and developers of personal productivity, general business
        applications, or complex applications

   This offering is not intended for home users of OS/2 (R) on a single
   desktop system.  In addition, purchasers of IBM PC Company hardware
   systems can access a set of offerings that support their systems,
   hardware and software, in a non-host-connected LAN environment of up to
   250 nodes.

   Personal Systems Support Family services include:

    o   Personal Systems Support Line
    o   Personal Systems Consult Line
    o   IBM House Call
    o   Personal Systems Forum
    o   Personal Systems Technical Connection Personal Software (CD-ROM)
    o   Personal Systems Desktop Application Support
    o   Personal Systems Customer Application Assistance
    o   Personal Systems Technical Education Coupons
    o   Personal Systems Technical Solutions

   Concurrent with availability of Personal Systems Support Family,
   SystemXtra (TM) for Personal Systems is withdrawn from marketing.

   A new technical support structure includes Program Services (code
   related problem support) and a "getting started" period of Support Line
   Standard level of support.  This will be provided for the first license
   within a site, location or centralized help desk for all eligible
   products.  Effective July 11, 1994, current voice support for program
   services will be available only through Personal Systems Support Line.

   Features of the Personal Systems Support Family services include:

    o   Satisfaction guarantee
    o   Coverage during business hours
        -   8:00 a.m. to 5:00 p.m.

  IBM OS/2 Newsletter - Service and Support Supplement, July,
                              1994
                            page 11







     IBM PERSONAL SYSTEMS SUPPORT FAMILY FOR BUSINESSES AND
                           DEVELOPERS

        -   In your time zone
        -   Monday through Friday, except U.S. national holidays
    o   Extended-hours coverage
        -   24 hours a day
        -   7 days a week

  CHARGES

   All services provided outside of business hours are subject to a 35%
   premium.  For each additional Support Line Standard or Support Line
   Premium service purchased, a 10% discount will be applied.

   SUPPORT LINE

    o   Per Incident
        -   Fixed solution during business hours:  $190
        -   24 hours, 7 days per week:  $260
    o   Standard
        -   Annual:  $4,495
    o   Standard Options
        -   Each additional contact:  $2,995
        -   24 hours, 7 days a week:  $1,575
        -   Priority Handling:  $4,995
        -   Multivendor coordination:  $1,995
        -   Technical Connection
            Personal Software CD-ROM:  $299
        A 10% discount will apply for multiple purchases of the Standard
        Annual.  Discounts do not apply to optional charges.
    o   Premium:  $29,995
    o   Premium Options:
        -   Each additional Contact:  $2,995

     A 10% discount applied for each additional Premium service purchased.

   PERSONAL SYSTEMS FORUM

    o   Forum:  No Charge
        -   TalkLink subscription:  $18/month

   HOUSE CALL

    o   Hourly contract rate:  $170/hour
        -   Two hour minimum.
    o   Hourly rate discounts available for 20 or more hours
        -   2 - 19 hours - $170/hour
        -   20 - 99 hours - $155/hour
        -   100 or more hours - $140/hour

   CONSULT LINE

    o   One hour minimum.
    o   Hourly rate:  $240/hour

  IBM OS/2 Newsletter - Service and Support Supplement, July,
                              1994
                            page 12







     IBM PERSONAL SYSTEMS SUPPORT FAMILY FOR BUSINESSES AND
                           DEVELOPERS


   DESKTOP APPLICATION SUPPORT

    o   Per incident price:  $64

   TECHNICAL CONNECTION-PERSONAL SOFTWARE

    o   Single copy:  $59
    o   Annual subscription with quarterly updates:  $119
    o   Annual subscription with monthly updates:  $299

   CUSTOMER APPLICATION ASSISTANCE

    o   Hourly charge:  $240/hour

   PS TECHNICAL SOLUTION

    o   Annual subscription:  $50/year

   Planned Availability Date:  July 11, 1994

  OVERVIEW - PERSONAL SYSTEMS TECHNICAL SUPPORT STRUCTURE

   PROGRAM SERVICES

   Code-related problem (defect) support is provided through program
   services for all supported IBM licensed software products.
   Code-related problem means the product does not conform to
   specifications and could be either a code or documentation error.  You
   can report code-related problems to IBM electronically, via facsimile,
   or through U.S. Mail.  IBM will respond in the same media as your
   inquiry.  IBM will respond to your inquiries within a maximum of two
   business days of electronic or facsimile receipt, and seven days of
   mail receipt advising of the problem disposition.  Response to known
   code-related problem inquiries may be a code correction, bypass or
   restriction.

   If the problem reported is not known to be a code-related problem, you
   will be informed that IBM will continue to work on it for a fee if you
   do not have a support contract, or that it is beyond the "getting
   started" period.  If the problem is determined to be caused by an error
   in IBM code, the fee will be waived.

   GETTING STARTED PERIOD

   A getting started period is provided to help customers with
   installation and usage assistance.  In addition to Program Services,
   customers will receive a no-charge getting started period of Personal
   Systems Support Line STANDARD level of support.  This will be provided
   for the first license within the site, location or centralized help
   desk for all IBM products.  Personal Systems Support Line, a Personal
   Systems Support Family fee offering, provides voice access to question

  IBM OS/2 Newsletter - Service and Support Supplement, July,
                              1994
                            page 13







     IBM PERSONAL SYSTEMS SUPPORT FAMILY FOR BUSINESSES AND
                           DEVELOPERS

   and problem support for a 60-day period for the product being
   installed.  The 60-day period begins with the first call from within
   the site, location, or centralized helpdesk.  At the conclusion of the
   getting started period, you can contract for continued voice access
   through Personal Systems Support Line fee offerings.

   ENHANCED SERVICES -- PERSONAL SYSTEMS SUPPORT FAMILY

   PERSONAL SYSTEMS SUPPORT LINE:  The Personal Systems Support Line
   service provides support for customers requiring voice assistance with
   usage and code-related problems.  The OS/2 and IBM PC-DOS operating
   systems, a broad range of products that operate on OS/2 and IBM PC-DOS,
   and selected other IBM Personal Computer software products are
   supported.  Refer to the SUPPORTED PRODUCTS SECTION.  This offering
   does not extend or enhance the central service provided with OS/2
   products.  Customers may select either PER INCIDENT, STANDARD or
   PREMIUM support.  Per Incident support is charged on a fixed solution
   basis.  (An INCIDENT is defined as a single request for assistance with
   a specific personal systems product.  Requests for assistance with
   different questions, or different problems, will be considered to be
   separate incidents).  STANDARD and PREMIUM support is available on an
   annual contract basis and is charged monthly.  The monthly charge
   option gives the customer unlimited questions or problems.  Personal
   Systems Support Line PER INCIDENT, STANDARD OR PREMIUM are not intended
   for the home user of OS/2 on a single desktop system.

   With PERSONAL SYSTEMS SUPPORT LINE PER INCIDENT service, the customer
   receives:

    o   Voice access via 800 telephone number.  If customers have
        TALKLink, they can submit an incident or incidents
        electronically.
    o   Support for questions and problems with any of the products
        eligible for support.  Refer to the SUPPORTED PRODUCTS section.
    o   Support during business hours (8:00 a.m. to 5:00 p.m. in the
        customer's time zone, Monday through Friday, except U.S. national
        holidays).  Services provided outside of business hours are
        subject to a 35% premium.

   With PERSONAL SYSTEMS SUPPORT LINE STANDARD service, the customer
   receives:

    o   Voice/electronic access as described in PER INCIDENT Support Line.
    o   Support for questions and problems regarding the OS/2 and IBM
        PC-DOS operating systems.  Additional product support beyond the
        OS/2 or IBM PC-DOS operating systems is provided on an optional
        basis for a fee on a product-by-product basis.  If OS/2 or IBM
        PC-DOS is not installed, IBM will treat the first additional
        product as the equivalent of either OS/2 or IBM PC-DOS.
    o   Support during business hours (8:00 a.m. to 5:00 p.m. in the
        customer's time zone, Monday through Friday, except U.S. national
        holidays).  Services provided outside of business hours are

  IBM OS/2 Newsletter - Service and Support Supplement, July,
                              1994
                            page 14







     IBM PERSONAL SYSTEMS SUPPORT FAMILY FOR BUSINESSES AND
                           DEVELOPERS

        subject to a 35% premium.
    o   Monthly activity reports, which show the customer's personal
        systems product support activities including number of incidents
        and their status.
    o   Two customer contacts (focal points) plus two alternates to access
        support.

   Customers may select additional Support Line STANDARD options that are
   offered and priced individually.  These options include:

   o   Extended hours coverage:  24 hours a day, 7 days a week.  With
       extended hours coverage, the customer receives two additional
       contacts plus two alternates (total of four) for off-shift
       coverage.

   o   PRIORITY HANDLING that provides for direct access to a product
       expert and automatic invocation of additional technical resources
       after specific intervals.  Priority Handling is available either
       via voice or electronic access.

   o   MULTIVENDOR COORDINATION support, which means when a problem is
       determined not to be in an IBM product, but in another vendor's
       software with whom IBM has a Multivendor Coordination Agreement,
       IBM will contact the vendor, explain the customer's problem, and
       obtain agreement to transfer the problem to the vendor's support
       organization.  The customer is responsible for any fees associated
       with the vendor's service and support.  If the problem is known to
       be in a non-IBM product, the customer's first point of contact
       should be the vendor.  IBM is not able to transfer calls if the
       customer is not entitled to support on the vendor's product.  For
       information on the vendors and/or business partners with whom IBM
       has a Multivendor Coordination Agreement, call the Personal Systems
       Support Family Project Office at 800-799-7765.

   o   Additional customer contacts (focal points) to access support.

   o   Support for additional products.  Refer to the SUPPORTED PRODUCTS
       section.

   Additionally, the following service can be selected as a Support Line
   STANDARD priced option:

   o   A monthly subscription to PERSONAL SYSTEMS TECHNICAL CONNECTION
       PERSONAL SOFTWARE CD-ROM that provides "AS-IS" technical
       information including closed APAR information, various compressed
       CSDs (Corrective Service Diskettes), tips and techniques regarding
       installation, operation, performance tuning and commonly asked
       questions and answers about OS/2, IBM PC-DOS, and LAN platform
       products and applications.

   With PERSONAL SYSTEMS SUPPORT LINE PREMIUM service, the customer
   receives:

  IBM OS/2 Newsletter - Service and Support Supplement, July,
                              1994
                            page 15







     IBM PERSONAL SYSTEMS SUPPORT FAMILY FOR BUSINESSES AND
                           DEVELOPERS


    o   Voice/electronic access as described in PER INCIDENT Support
        Line.
    o   Extended-hours coverage:  24 hours a day, 7 days a week.  With
        extended-hours coverage, the customer receives two additional
        contacts plus two alternates (total of four) for off-shift
        coverage.
    o   Monthly activity reports, which show the customer's Personal
        Systems product support activities including number of incidents
        and their status.
    o   Four customer contacts (focal points) plus four alternates (total
        of eight) to access support.

   o   A monthly subscription to PERSONAL SYSTEMS TECHNICAL CONNECTION
       PERSONAL SOFTWARE CD-ROM that provides "AS-IS" technical
       information including closed APAR information, various compressed
       CSDs (Corrective Service Diskettes), tips and techniques regarding
       installation, operation, performance tuning, and commonly asked
       questions and answers about OS/2, IBM PC-DOS, and LAN platform
       products and applications.

   o   PRIORITY HANDLING that provides for direct access to a product
       expert and automatic invocation of additional technical resources
       after specific intervals.  Priority Handling is available either
       via voice or electronic access.

   o   MULTIVENDOR COORDINATION support, which means when a problem is
       determined not to be in an IBM product, but in another vendor's
       software with whom IBM has a Multivendor Coordination Agreement,
       IBM will contact the vendor, explain the customer's problem, and
       obtain agreement to transfer the problem to the vendor's support
       organization.  The customer is responsible for any fees associated
       with the vendor's service and support.  If the problem is known to
       be in a non-IBM product, the customer's first point of contact
       should be the vendor.  IBM is not able to transfer calls if the
       customer is not entitled to support on the vendor's product.  For
       information on the vendors and/or business partners with whom IBM
       has a Multivendor Coordination Agreement, call the Personal Systems
       Support Family Project Office at 800-799-7765.

   o   Support for all products included in the SUPPORTED PRODUCTS section
       with exception of the DESKTOP APPLICATION products.

   Customers can select an additional Support Line Premium option offered
   and priced individually:

   o   Additional customer contacts to access support.

   ADDITIONAL PERSONAL SYSTEMS SUPPORT FAMILY SERVICES

   PERSONAL SYSTEMS CONSULT LINE:  The Personal Systems Consult Line
   service helps customers better understand and more effectively use IBM

  IBM OS/2 Newsletter - Service and Support Supplement, July,
                              1994
                            page 16







     IBM PERSONAL SYSTEMS SUPPORT FAMILY FOR BUSINESSES AND
                           DEVELOPERS

   and other personal computer products by providing telephone access to
   experts.  These experts consult on a mutually agreed to topic providing
   recommendations and corrective actions as appropriate.  With Personal
   Systems Consult Line, the customer receives consultation in the areas
   of:

    o   Systems management and performance
    o   Evaluation of designs
    o   Guidance toward best approach and use of various systems

   Personal Systems Consult Line is a support service that picks up where
   Personal Systems Support Line leaves off.  It is designed to fulfill
   customer needs beyond the intended scope of Personal Systems Support
   Line.  Personal Systems Consult Line is tailored to meet the customer's
   unique needs.  IBM will advise and consult with the customer on various
   items; examples include:

    o   Advice and direction for highly complex environments
    o   In-depth analysis including design guidance and evaluations
    o   Comprehensive implementation assistance
    o   Direct technical support from technical specialists skilled in
        performance, capacity planning, and communications and systems
        management

   Personal Systems Consult Line service is scheduled at a time that is
   mutually agreeable to both the customer and IBM.  Consultation for
   products not included in the Supported Products list will be
   considered, based on available skills.  IBM HOUSE CALL:  The IBM House
   Call service can help customers supplement critical skills needed to
   perform on-site hardware and software support.  In addition to
   answering questions, a support specialist can perform specific services
   pertaining to the installation, usage and performance tuning of
   supported products.  IBM House Call is charged hourly or by pre-paid
   blocks of hours.

   With IBM House Call, the customer receives:

   o   Access to an on-site support specialist who can assist in hardware
       and software installation activities, software maintenance and
       upgrade activities, operational services, problem assistance, and
       any other mutually agreed upon tasks.

   o   Coverage at a mutually agreeable time (8:00 a.m. to 5:00 p.m. in
       the customer's time zone, Monday through Friday, except U.S.
       national holidays).

   PERSONAL SYSTEMS FORUM:  The Personal Systems Forum is a bulletin board
   service that provides customer-to-customer communication, a database of
   technical information, and tips and techniques.  The items posted on
   the bulletin board are accessible to all customer and IBM personnel
   subscribers to the IBMLink (TM) facility, TALKLink, a prerequisite for
   receiving Forum service.  TALKLink provides the capability for

  IBM OS/2 Newsletter - Service and Support Supplement, July,
                              1994
                            page 17







     IBM PERSONAL SYSTEMS SUPPORT FAMILY FOR BUSINESSES AND
                           DEVELOPERS

   customers to review information electronically, submit questions or
   requests, and receive answers or information.

   With Forum, the customer receives:

    o   Conferences and forums -- "AS-IS" question and answer bulletin
        boards containing product-related topics.
    o   Customer-to-customer messaging -- customers can send messages to
        each other.
    o   Software library -- download application programs and upload
        contributions either owned by the customer or which the customer
        can legally make generally available.
    o   News and announcements containing recent information regarding
        products and services.
    o   Search Service -- allowing searching of IBM databases via
        interactive mode.  This search facility includes a large "AS-IS"
        question and answer database of items, IBM Systems Center
        Flashes, and IBM's problem management libraries.  This database
        contains information about problems and fixes.
    o   Customers can initiate, review, or respond to dialog in the
        conference areas.

   PERSONAL SYSTEMS CUSTOMER APPLICATION ASSISTANCE:  When it is
   determined that the customer's problem is not in any of the supported
   products, but in the customer's code, IBM will make this known
   immediately to the customer.  If there are circumstances where the
   customer requires that IBM further debug the problem and determine
   where the failure exists in the customer's code, the customer will be
   advised that IBM will continue the debugging at an hourly charge.

   For additional information on these services, call the Personal Systems
   Support Family Project Office at 800-799-7765.

   PERSONAL SYSTEMS TECHNICAL CONNECTION PERSONAL SOFTWARE CD-ROM:
   The Personal Systems Technical Connection Personal Software CD-ROM
   provides "AS-IS" technical information.  It includes closed APAR
   information, various compressed CSDs (Corrective Service Diskettes),
   tips and techniques regarding installation, operation, performance
   tuning and answers to commonly asked questions about the Personal
   Systems platform products.  The user accesses this information
   through easy-to-use expert system tools AskPSP, OS/2 VIEW, or
   BookManager (R).  The latest OS/2 Book Collection CD-ROM is included
   with the first issue of TECHNICAL CONNECTION.  Customers can purchase
   the TECHNICAL CONNECTION by annual subscription with either monthly
   or quarterly updates, or by single issue.

   PERSONAL SYSTEMS TECHNICAL SOLUTIONS:  The PERSONAL SYSTEMS TECHNICAL
   SOLUTIONS is a bi-monthly publication that provides detailed
   information about personal computer hardware and software, OS/2, IBM
   PC-DOS, local area networks, client/server solutions, programming
   languages, connectivity and more.  Customers can purchase PERSONAL
   SYSTEMS TECHNICAL SOLUTIONS by annual subscription.

  IBM OS/2 Newsletter - Service and Support Supplement, July,
                              1994
                            page 18







     IBM PERSONAL SYSTEMS SUPPORT FAMILY FOR BUSINESSES AND
                           DEVELOPERS


   PERSONAL SYSTEMS DESKTOP APPLICATION SUPPORT:  Desktop Application
   Support complements Personal Systems Support Line.  Customer contacts
   may obtain usage assistance on a list of over 250 applications running
   under OS/2, IBM PC-DOS, and Windows (1).  Information can be provided
   about the operation of desktop hardware, or the use of software
   programs.  With Desktop Application Support, the customer may obtain:

    o   Installation assistance
    o   Assistance with a functional task
    o   Help clarifying documentation or manuals
    o   General information about the program's capabilities
    o   Assistance in identifying a system problem

   If the source of the problem is code-related in an eligible program, we
   will contact the appropriate support group (including other vendor's)
   to request a correction.  If a vendor correction is available at no
   charge, we will request that it be sent to the customer.  If a charge
   is associated with the fix, the designated customer contact will be
   notified that a fix is available and how it can be obtained.  Call
   activity data can be obtained electronically.

   Products supported by the Personal Systems Support Line service are not
   supported through the Desktop Application Support Service.

   Standard coverage is from 8:00 a.m. to 5:00 p.m. in the customer's time
   zone, Monday through Friday, except U.S. national holidays.
   Extended-hours coverage provides support 24 hours a day, 7 days a week,
   and is available for an additional fee.  Refer to Desktop Applications
   in the SUPPORTED PRODUCTS section for a list of the applications
   supported.

   (1)  Trademark of Microsoft Corporation

   PERSONAL SYSTEMS TECHNICAL EDUCATION COUPONS:  Customers purchasing any
   of the Personal Systems Support Family services will receive discount
   coupons, which can be applied to any of the eligible Personal Systems
   classes offered by Skill Dynamics (TM), An IBM Company.  For the latest
   information on courses and costs, call Skill Dynamics in the U.S. at
   800-426-8322, or in Canada at 800-465-1234.  For information on
   technical education offered by IBM Support organizations, call the
   Personal Systems Support Family Project Office at 800-799-7765.

   TERMS AND CONDITIONS FOR PERSONAL SYSTEMS SUPPORT FAMILY

   GENERAL

   The following are the general terms and conditions that apply to
   Personal Systems Support Family:

   o   Business hours are 8:00 a.m. to 5:00 p.m. in the customer's time
       zone, Monday through Friday, except U.S. national holidays.  All

  IBM OS/2 Newsletter - Service and Support Supplement, July,
                              1994
                            page 19







     IBM PERSONAL SYSTEMS SUPPORT FAMILY FOR BUSINESSES AND
                           DEVELOPERS

       services provided outside business hours are subject to a 35%
       premium with the exception of Personal Systems Forum, Technical
       Connection Personal Software CD-ROM, Technical Solutions and the
       Technical Education Coupons.

   o   A customer contact must be available to work with a product
       specialist or expert during the entire time IBM is performing
       services outside of business hours (Extended hours).

   o   The Personal Systems Support Family offering will be provided under
       the terms of the IBM Customer Agreement (ICA), Signature Page for
       Attachments, Attachment for Personal Systems Support Family
       Services, Attachment for IBM Support Family Services, and
       Supplement for IBM Support Family Services.  This offering may
       include appropriate Statements of Work provided under the ICA's
       Project Services terms.

   o  Personal Systems Support Family contracts are for a one-year term.

   o  Customers choosing an hourly payment option for a Personal Systems
      Support Family service will be charged for the time IBM spends
      exchanging information with you, analyzing information you provide
      to us, and preparing recommendations to resolve a problem.

   o  Customers may terminate any of the Personal Systems Support Family
      services by providing IBM with written notice of their intent to
      terminate the Personal Systems Support Family in its entirety or any
      of the individual services at least one month before termination.
      The mailing address is:  Personal Systems Support Family Project
      Office IBM Corporation 522 South Road -- Building 052 Mail Station
      P123 Poughkeepsie, NY 12601-5400

   o  All Personal Systems Support Family services include a satisfaction
      guarantee.

   SATISFACTION GUARANTEE

   If, for any reason, a customer is not completely satisfied with a
   service, IBM must be notified in writing within one month.  If IBM is
   unable to resolve the problem to the customer's satisfaction, the
   customer will receive a refund as follows:

   o   For Services using an hourly charge, a refund equal to the charge
       for the period of time the customer was dissatisfied.

   o   For Services using a monthly charge, a refund equal to the monthly
       charge for the Service.

   o   For Services using a Per Incident charge, a refund equal to the
       charge for the incident with which the customer was dissatisfied.

   o   For Services using a block of hours charge, a refund equal to the

  IBM OS/2 Newsletter - Service and Support Supplement, July,
                              1994
                            page 20







     IBM PERSONAL SYSTEMS SUPPORT FAMILY FOR BUSINESSES AND
                           DEVELOPERS

       charge for the number of hours for which you were dissatisfied.

   o   For Services using annual or quarterly charges, a refund equal to a
       pro rata monthly charge.

   ADDITIONAL TERMS AND CONDITIONS

   PERSONAL SYSTEMS SUPPORT LINE:

   SCOPE OF SERVICES:  Personal Systems Support Line provides single
   point-of-entry voice (800 telephone) support for questions and problems
   about eligible products and the OS/2 and IBM PC-DOS operating systems.
   (Electronic access is also available.)  IBM RESPONSIBILITIES:  IBM will
   provide voice support via 800 telephone access and, upon request, IBM
   will also provide electronic access, to product specialists who will:

   o   Be available to provide support during the customer's selected
       period of coverage.  IBM's objective is to respond to the customer
       within a maximum of two business hours of their call during
       business hours, and within a maximum of four hours of their call
       during extended hours.  If the customer uses electronic access,
       IBM's objective is to respond to the customer by the end of the
       next business day.

   o   Answer specific, task-oriented problems or questions pertaining to
       the use and operation of currently supported products, and refer
       the caller to specific IBM product documentation or publications
       for additional information and instructions.

   o   For Personal Systems Support Line customers with the Priority
       Handling option, IBM will respond as follows:

     -   A product expert will respond to the customer within a maximum of
         60 minutes of a call received during business hours, and within a
         maximum of two hours for calls received during extended hours.
         Response to customers using electronic access will be within a
         maximum of 60 minutes during business hours.

     -   The incident will be prioritized in the order of priority
         incident receipt and above the regular workload of the product
         expert.

     -   When the source of the problem has been clearly determined to be
         in one of the eligible products, the product expert will work
         with the customer to gather the information necessary to further
         define the source of the problem within the product.  At this
         point, if the problem is not resolved within a maximum of two
         additional business days, the product expert will invoke
         additional technical resources.

   Customers with a TALKLink ID activated for submitting electronic
   requests for support, and who have purchased the Priority Handling

  IBM OS/2 Newsletter - Service and Support Supplement, July,
                              1994
                            page 21







     IBM PERSONAL SYSTEMS SUPPORT FAMILY FOR BUSINESSES AND
                           DEVELOPERS

   option, may identify electronically reported incidents for Priority
   Handling.

   NOTE:   Critical situation incidents requiring Priority Handling during
           extended hours should be submitted via telephone.  Priority
           Handling incidents submitted electronically during extended
           hours will be responded to within the first hour of the next
           business day.

   CUSTOMER RESPONSIBILITIES

   o   Call 800-237-5511 to initiate Personal Systems Support Line.

   o  For customers with the Priority Handling option:  Indicate which
      specific incidents require Priority Handling when requesting
      assistance.

   o  The customer is responsible for acquiring an IBMLink (TALKLink)
      subscription and requesting electronic problem submission if
      electronic Personal Systems Support Line access is desired.

   o  The customer agrees to designate at least two contacts (focal
      points) plus two alternates to coordinate communications with IBM,
      including the submission of incidents.  Additional charges will be
      incurred for additional contacts with the exception of customer's
      selecting the Personal Systems Support Line Premium service where
      they will receive a total of four focal points and four alternates,
      included in the cost of Premium Support Line.

   o  Provide information necessary to complete the Support Family
     Customer Information Profile.  o Provide information and data that
     IBM may request to help answer the customer's questions.

   o  Use your IBM customer number when requesting the Personal System
      Support Line service.

   OTHER:

   o   Personal Systems Support Line applies to only the U.S. English
       version of the supported eligible products.

   o   Personal Systems Support Line does not extend the announced end of
       service and support of any eligible product.

   o   If a code-related problem is found in an IBM supported product,
       there will be no charge for the incident reported.

   o   Personal Systems Support Line is not intended to replace
       documentation or recommended training in the use and operation of
       the products.

   o   Customers should make every attempt to contact the responsible

  IBM OS/2 Newsletter - Service and Support Supplement, July,
                              1994
                            page 22







     IBM PERSONAL SYSTEMS SUPPORT FAMILY FOR BUSINESSES AND
                           DEVELOPERS

       service provider based on the nature of the problem.  If a call is
       placed to IBM and it is outside the scope of this service, IBM
       will, on a reasonable basis, route these calls to the appropriate
       IBM service deliverer.

   o   Under the Personal Systems Support Line service, customers are
       specifically NOT entitled to telephone or electronic support for
       any of the following:

    -   Continuous contact during lengthy procedures that would best
        be provided on-site (refer to IBM House Call) such as:
        --  Complete configuration of systems, workstations or
            networks
        --  Complete hardware or software release upgrade
            installation
    -   Application development assistance.  (Refer to CUSTOMER
        APPLICATION ASSISTANCE for support availability).  OS/2 and
        DOS application developers may obtain information on IBM's
        Developer Assistance Program (DAP) requirements and
        enrollment procedures by calling the IBM DAP HOTLINE at
        407-982-6408.
    -   Detailed design and analysis that IBM has defined to be
        consulting activity (refer to Consult Line).
    -   Dispatch of any non-IBM personnel or service.
    -   Technical education.

   o   For Per Incident Support Line, requests for assistance with
       different questions, or different problems, will be considered to
       be separate incidents.  Each incident will be tracked individually.
       An incident may involve multiple calls or actions such as:

       -   The initial request for assistance
       -   Offline research
       -   A callback from IBM to the customer
       -   Closure of the incident

   Closure of an incident occurs when an answer to the initial request is
   provided.  Closure may also include referring the customer to the
   appropriate source for resolution.

   PERSONAL SYSTEMS CONSULT LINE:

   SCOPE OF SERVICES:  Personal Systems Consult Line provides telephone
   access for customers to IBM technical experts for consultation on an
   agreed to topic relating to eligible products and environments.

   IBM RESPONSIBILITIES:  When a Personal Systems Consult Line request is
   received, IBM will call the customer to schedule a mutually agreeable
   time for the Personal Systems Consult Line session to occur, and help
   assure that the nature of the consultation request is clear.  IBM's
   intent is that this return call will occur within one business day of
   the customer's request.  The actual consultation session with IBM's

  IBM OS/2 Newsletter - Service and Support Supplement, July,
                              1994
                            page 23







     IBM PERSONAL SYSTEMS SUPPORT FAMILY FOR BUSINESSES AND
                           DEVELOPERS

   technical experts must be scheduled at a mutually agreeable time.

   o   Advise and consult with the customer to interpret, analyze, guide,
       design or study the requested aspect of their system.

   o   Provide recommendations and remedial actions as appropriate.

   CUSTOMER RESPONSIBILITIES:

   o   Call 800-237-5511 to initiate Personal Systems Consult Line.
   o   Define the type of consultation requested to ensure the
       assignment of a technical expert with the appropriate expertise.
   o   Provide information and data that IBM may request to help answer
       your questions.
   o   Limit access to only those entitled to incur charges.
   o   Use your IBM customer number, when calling for services.

   OTHER:

   o   The charge for this service will consists of the call, (an hourly
       rate times the number of people involved in the call, times the
       number of hours involved in the call), the time IBM spends
       analyzing information you provide to us for the call, and preparing
       recommendations to resolve the problem will be charged.

   IBM HOUSE CALL:

   SCOPE OF SERVICES:  IBM House Call provides an on-site support
   specialist to assist the customer with tasks related to the operation
   and software maintenance of the system.  This service is provided to
   resolve a customer's product specific question/problem or to provide
   the customer with a cross-platform solution.  IBM House Call services,
   which can not be provided by a local resource, may be provided by a
   technical support specialist from a remote IBM location.

   IBM RESPONSIBILITIES:

   o   IBM will provide a technical support specialist who will provide
       services at the customer's location at a mutually agreed upon time.

   o   IBM will respond within two business hours to a customer's request
       to schedule an IBM House Call engagement during business hours.
       Response to calls received within the last two business hours of
       the day or later, will occur within the first two business hours of
       the next business day, unless otherwise specified by the customer.

   CUSTOMER RESPONSIBILITIES:

    o   Select either the hourly charge or prepaid block option.
    o   Call 800-237-5511 to initiate and schedule all IBM House Call
        activity.
    o   Provide information and data that IBM may request to help answer

  IBM OS/2 Newsletter - Service and Support Supplement, July,
                              1994
                            page 24







     IBM PERSONAL SYSTEMS SUPPORT FAMILY FOR BUSINESSES AND
                           DEVELOPERS

        your questions.
    o   Provide information to the on-site technical support specialist
        detailing activities with which the customer wants assistance.
    o   Provide all necessary and safe access to IBM to perform services.

   OTHER:

   o   Purchase of this service is available on an hourly basis or a
       prepaid block of hours (minimum of 20 hours).  The minimum time
       allocated for the initial IBM House Call visit is two hours for
       customers paying on an hourly basis and this is payable in advance.

   o   Travel time will be added to the time spent at the customer
       location and is considered part of the IBM House Call engagement.

   o   Travel and other related expenses incurred (for example, airplane,
       hotel, travel outside of the service area), to deliver IBM House
       Call, must be mutually agreed to by IBM and the customer prior to
       the customer's acceptance of the IBM House Call contract.  These
       expenses are not part of the House Call agreement.

   o   All tasks performed are to be mutually defined and scheduled by the
       customer and the IBM technical support specialist who provides the
       service.

   o   For customers purchasing prepaid blocks of hours, all hours must be
       used within one year of the purchase date or they will be
       considered forfeited.  Prepaid blocks are business hours only.
       Extended-hour coverage for customers purchasing prepaid blocks is
       available at a 35% premium.

   PERSONAL SYSTEMS FORUM:

   SCOPE OF SERVICES:  A TALKLink ID that will provide access to Personal
   Systems Forum.

   IBM RESPONSIBILITIES:  IBM will provide the customer with:

   o   Initial configuration information to allow the customer to access
       Forum.
   o   Electronic access to a computer-based bulletin board that will
       have 24 hours a day, 7 days a week availability, except during
       brief weekly maintenance periods (a period of time during which
       maintenance services are performed on IBM's system).
   o   Access to forums on an "AS-IS" basis, to exchange with other
       customers of this service, comments and questions related by
       platform.
   o   The ability to give IBM feedback on problems with this service.

   CUSTOMER RESPONSIBILITIES:

   o   Obtain an IBMLink (TALKLink) subscription.

  IBM OS/2 Newsletter - Service and Support Supplement, July,
                              1994
                            page 25







     IBM PERSONAL SYSTEMS SUPPORT FAMILY FOR BUSINESSES AND
                           DEVELOPERS

   o   Provide a workstation or terminal and modem equipped to access
       the IBMLink facility, TALKLink.
   o   Ensure the system is configured according to the protocols
       established by TALKLink.
   o   Ensure that no items are submitted that contain solicitations,
       disparaging remarks, improper or discriminatory language, or
       intentionally inaccurate or misleading statements.

   OTHER:  IBM also reserves the right to discontinue access to any
           particular user based on misuse or inappropriate use of the
           forum.

   PERSONAL SYSTEMS DESKTOP APPLICATION SUPPORT:

   SCOPE OF SERVICE:  Personal Systems Desktop Application Support
   provides the customer's contact with usage assistance on a list of over
   250 applications running on OS/2, IBM PC-DOS, and Windows.  Assistance
   can be provided on the operation of desktop hardware, or the use of
   software programs.

   IBM RESPONSIBILITIES:

   o   Provide standard coverage from 8:00 a.m. to 5:00 p.m. in the
       customer's time zone, Monday through Friday, except U.S. national
       holidays.

   o   Answer usage and installation questions related to eligible
       programs as specified in the SUPPORTED PRODUCTS list.

   o   Use commercially reasonable efforts to identify the source of the
       eligible program or system problem and assist you in resolving it.
       If the source of the problem is:

     -   A code-related problem in an eligible program, we will instruct
         you to contact the vendor to request a correction.  This does not
         apply to the Personal Systems Support Line for single license
         user's supported products.

     -   A hardware problem, we will instruct you to contact your local
         provider of hardware service.

   o   IBM is not responsible for services or charges for services
       provided by other vendors.

   CUSTOMER RESPONSIBILITIES:


   o   Call 800-237-5511 to initiate Desktop Application Support
       Service.
   o   Use your IBM customer number when calling for services.
   o   Designate a person to be the focal point for communications with
       IBM.

  IBM OS/2 Newsletter - Service and Support Supplement, July,
                              1994
                            page 26







     IBM PERSONAL SYSTEMS SUPPORT FAMILY FOR BUSINESSES AND
                           DEVELOPERS

   o   Provide IBM with a list of eligible machines and programs for
       which you are requesting service.
   o   Accept call information from us and take action as required for
       unresolved problems.
   o   Be responsible for distribution and implementation of
       corrections.
   o   Destroy all copies of the call activity program upon termination
       of services.

   CUSTOMER APPLICATION ASSISTANCE:

             SCOPE OF SERVICES:  Assist in debug, problem determination, and
             problem source identification with customer code.

   IBM RESPONSIBILITIES:

   o   Assist customer in debug activities, problem determination, and
       problem source identification with customer code.
   o   Provide remote services to assist with custom application
       development.

   CUSTOMER RESPONSIBILITIES:

   o   Provide information and data that IBM may request to help identify
       the customer's problem.

   TECHNICAL CONNECTION -- PERSONAL SOFTWARE:

   SCOPE OF SERVICES:  Technical Connection -- Personal Software provides
   technical information, service, and solutions for OS/2 2.0 and later
   versions, IBM PC-DOS, and LAN.

   IBM RESPONSIBILITIES:

   o   Maintain and keep current, on a monthly basis, the information
       contained on the CD-ROM.
   o   For a single CD-ROM license, IBM will deliver the CD-ROM within
       two to three weeks.
   o   For monthly or quarterly updates, IBM will deliver the CD-ROM
       when it is available for that month or quarter.

   CUSTOMER RESPONSIBILITIES:

   o   Place an order for a single issue, or an annual subscription with
       either monthly or quarterly updates.

   OTHER:

   o   All terms and conditions of the product license apply.
   o   Technical Connection -- Personal Software does not extend the
       warranty outlined in the product license agreement.


  IBM OS/2 Newsletter - Service and Support Supplement, July,
                              1994
                            page 27







     IBM PERSONAL SYSTEMS SUPPORT FAMILY FOR BUSINESSES AND
                           DEVELOPERS

   SUPPORTED PRODUCTS

   The following are the products supported by Personal Systems Support
   Family at the time of this announcement.  Customers with problems
   submitted for any of these products before July 11, 1994, will continue
   to have them resolved in the current manner; all voice requests on or
   after July 11, 1994, will be processed via one of the Personal Systems
   Support Line services.  The Personal Systems Support Line services
   apply only to the U.S. English versions of the supported products.

   The following is included:

    o   IBM products included in the base offering
    o   IBM products running on either OS/2 or IBM PC/DOS platforms
    o   IBM personal computer products running on other vendor software
        platforms
    o   Novell** NetWare** products
    o   Products supported under the Desktop Applications service.

   ** Product or company name is a trademark or registered trademark of
   its respective holder.

   The following products are included in the Support Line Standard annual
   service offering price of $4,495:


             o   MMPM/2
             o   OS/2 16/32-Bit Operating System
             o   OS/2 for Windows
             o   OASAS I Disk Array Management
             o   PENDOS
             o   PEN for OS/2
             o   IBM PC-DOS
             o   IMG Adapter/A Device Driver
             o   MMPM/2 Toolkit
             o   MVGA/MUL XGA Device Driver
             o   Secured DOS - DES
             o   Toolkit

   All services provided outside of normal business hours are subject to a
   35% premium.  A 10% discount will be provided for each product in which
   the customer has obtained certification training.

   After purchasing a Standard annual offering, the following products may
   be purchased separately for the annual prices listed below to create a
   customized service offering.

             PROGRAM NAME                            CHARGE

             Address Book Synchronization/2        $  495
             AFP Workbench                            495
             ANYNET/2                                 995

  IBM OS/2 Newsletter - Service and Support Supplement, July,
                              1994
                            page 28







     IBM PERSONAL SYSTEMS SUPPORT FAMILY FOR BUSINESSES AND
                           DEVELOPERS

             ANYNET/2 SOCKETS OVER SNA GATEWAY        495
             APL2/2                                   495
             BookManager Build/2                      495
             BookManager Read DOS                     495
             BookManager Read/2                       495
             Bridges                                  995
                Frame Relay Token-Ring Bridge
                LANStreamer Bridge
                LAN Bridge Manager/2
                Token Ring Bridge Local
                Token Ring Bridge Remote
                Token Ring Network Bridge Program
             C SET ++                                 995
             CallPath                               2,495
                CallPath/2
                CallPath Coordinator/2
                CallPath Coordinator/2 Archive
                CallPath Coordinator/2 Server
                CallPath Toolkit
                CallPath/DOS
                CallPath Switchserver/2
                CallPath/2 Single-Agent
                CallPath/2 Multi-Agent
                CallPath Coordinator For Windows
                DirecTalk/2
                DirecTalk/2 Host Communications
                DirecTalk/2 Voice Messaging
                DirecTalk/2 Voice Recognition
             CICS/OS2                               2,495
                CICS/OS2 Multi-User
                CICS/OS2 Single-User
                CICS/OS2 Clients
             COMMANDTREE/2                            495
             Communications Manager/2               2,495
             CURRENT                                  495
                CURRENT/400
                CURRENT/VM
                CURRENT/MVS
             DataGlance                               995
                DataGlance NET Analyzer ETH/TR
                DataGlance NET Analyzer Ethernet
                DataGlance NET Analyzer Token Ring
             DataHub Support/2                        495
             DataHub/2                              2,495
             DB2/2 (Client/Server)                  2,495
                CAE/2
                CAE/DOS
                SDK/2
                SDK/DOS
             DCAF                                  $2,495
             DCE Toolkit                            2,495
                DCE Cell Directory Server

  IBM OS/2 Newsletter - Service and Support Supplement, July,
                              1994
                            page 29







     IBM PERSONAL SYSTEMS SUPPORT FAMILY FOR BUSINESSES AND
                           DEVELOPERS

                DCE Client
                DCE Client-Encrypted
                DCE SDK-Encrypted
                DCE Security Server
             DCE Windows Client-Encrypted             495
                DCE Windows Client
             DDCS/2                                 2,495
             FlowMark                               2,495
             FormTalk                                 495
             GDDM                                     495
                GDDM PC Link
                GDDM OS/2 Link
             GRAPHICSVIEW/2                           495
             Image and Records Management (IRM)     2,495
                IRM Server/2
                IRM Client Services/2
             ImagePlus Capture Facility/2             995
             ImagePlus Intelligent
                Forms Facility                        495
             ImagePlus Object Distribution
                Manager/2                           2,495
             ImagePlus Workstation
                Communication Interface               495
             ImagePlus/2                              495
             IWPM/2                                   495
             IWPM/DOS                                 495
             IWPM/Windows                             495
             LAN Distance                           2,495
                LAN Distance Connection Server
                LAN Distance Connection Server 8-PORT
                LAN Distance Remote
             LAN NetView                              995
                LAN NetView System Package
                LAN NetView Manager
                LAN NetView Agents Extended
                LAN NetView Agents for DOS
                LAN NetView Enabler
                LAN NetView Fix
                LAN NetView Monitor
                LAN NetView Tie
                LAN NetView Start
             LAN NetView Management
                Utility for OS/2                      495
             LAN Network Manager                      495
                LAN Network Manager
                LAN Network Manager Entry
                LAN Station Manager
             LAN Server                            $2,495
                LAN Requester
                LAN Server Entry/Advanced
                LAN Server Ultimedia
                LAN Server Enabler

  IBM OS/2 Newsletter - Service and Support Supplement, July,
                              1994
                            page 30







     IBM PERSONAL SYSTEMS SUPPORT FAMILY FOR BUSINESSES AND
                           DEVELOPERS

             LAN Support Program                      495
             LANDP                                  2,495
                LANDP/DOS
                LANDP/2
             NETDA/2                                  495
             NETSP                                    995
             NetView DM/2                           2,495
             NetWork Door/2                           495
             NetView FTP                              995
                NetView FTP Client/2
                NetView FTP Server/2
             NetView Network Planner/2                995
             NetView/PC                               495
             NetWare Blue from IBM                  2,495
                NetWare Async Communications
                  Services from IBM
                NetWare Client Kit-DOS/Windows
                  from IBM
                NetWare Client Kit-OS/2 from IBM
                NetWare Communications Services
                  Manager from IBM
                NetWare Flex/IP from IBM
                NetWare for SAA SRBCS
                  Manager from IBM
                NetWare for SAA 1.3 from IBM
                NetWare for SAA 1.3B from IBM
                NetWare from IBM 2.2
                NetWare from IBM 3.11
                NetWare FTAM from IBM
                NetWare HostPrint from IBM
                NetWare Lite from IBM
                NetWare Management Agent from IBM
                NetWare Name Service from IBM
                NetWare NFS from IBM
                NetWare NFS Gateway 1.1 from IBM
                NetWare NFS Starter Kit from IBM
                NetWare Services Manager -
                  OS/2 from IBM
                NetWare Services Manager -
                  Windows from IBM
                NetWare SFT III from IBM
                NetWare SNA Links from IBM
                NetWare Services Manager -
                  LAN - NetView - from IBM
                NetWare Workstation Kit -
                  OS/2 from IBM
                NetWare Workstation Kit
                  DOS/Windows from IBM
                NetWare Workstation Kit
                  OS/2 from IBM
                NetWare 3.12 from IBM
                NetWare 4.0 from IBM

  IBM OS/2 Newsletter - Service and Support Supplement, July,
                              1994
                            page 31







     IBM PERSONAL SYSTEMS SUPPORT FAMILY FOR BUSINESSES AND
                           DEVELOPERS

                NetWare 4.01 for OS/2 from IBM
                NetWare 4.01 from IBM
                NetWare/IP 1.1 from IBM
                NetWare for Macintosh
                  Client from IBM
                NetWare for Macintosh from IBM
             Network Signon Coordinator/2          $  495
             NSDOS                                    495
             NTS/2                                    995
             OSI                                      995
                OSICS/2
                OSIFS/2
             PC/3270                                  995
                PC/3270 DOS
                PC/3270 Entry
                PC/3270 Entry CCA
                PC/3270 Entry Emulation
                PC/3270 Windows
                PC TSO File Transfer
                PC VM File Transfer
             PC LAN Program                           995
             PC Node Manager                          495
             Person-to-Person                         495
                Person-to-Person/2
                Person-to-Person/Windows
             Personal AS Windows                      995
             Personal AS/2                            995
             PL/I Package/2                           495
             Problem Management Bridge (PMB)          995
             PSF/2                                  2,495
             Routers                                  995
                LAN to LAN WAN
                Entry LAN to LAN WAN
                RouteXpander/2
                X25 Expander
                RXR LNM Support/2
                RXR Multiport Support/2
                RXR X.25 Support/2
             SAA Prolog/2                             995
             SDPM                                     995
             SearchManager/2                          495
                SearchManager LAN Server/2
                  AND Client/2
                SearchManager Client/DOS
                  for Windows
             SYS Performance Monitor/2                495
             TCP/IP for DOS and Kits
                and NetBIOS                         2,495
             TCP/IP for OS/2 and Kits               2,495
             Thesaurus/2                              495
             Time and Place Connectivity/2            995
             Time and Place/2                         495

  IBM OS/2 Newsletter - Service and Support Supplement, July,
                              1994
                            page 32







     IBM PERSONAL SYSTEMS SUPPORT FAMILY FOR BUSINESSES AND
                           DEVELOPERS

             Ultimedia VideoCharger                   495
             User Profile Management for Extended     495
             User Profile Management for LAN Server$  495
             Visual Document Library                  995
             VisualAge                              2,495
             VisualInfo Client for OS/2               495
             VisualInfo Library Server for OS/2       995
             VisualInfo Object Server for OS/2        995
             WITT                                     495
             WorkFrame/2                              495

   The following Novell products are available for support via a purchased
   Support Line contract, but IBM does not provide warranty support or a
   "getting started" support period for them.  Product price for Red
   NetWare is $2,495, covering the following:

             LANalyzer for Windows

                NetWare Asynchronous Communications Services
                NetWare Client Kit - DOS/Windows
                NetWare Client Kit - OS/2
                NetWare Communications Service Manager
                NetWare Flex/IP
                NetWare for Macintosh
                NetWare for Macintosh Client
                NetWare for Macintosh
                NetWare for SAA Services Manager
                NetWare for SAA
                NetWare FTAM
                NetWare HostPrint
                NetWare Lite
                NetWare Management Agent
                NetWare Name Service
                NetWare NFS
                NetWare NFS Gateway
                NetWare Services Manager - OS/2
                NetWare Services Manager - Windows
                NetWare SFT III
                NetWare SNA Links
                NetWare Services Manager-LAN NetView
                NetWare Workstation Kit for OS/2
                NetWare Workstation Kit DOS/Windows
                NetWare Versions 2.2-4.01
                NetWare 4.01 for OS/2
                NetWare/IP

   DESKTOP APPLICATIONS

   HARDWARE:

             o   IBM Personal Computer XT (TM)
             o   IBM Personal Computer AT (R)

  IBM OS/2 Newsletter - Service and Support Supplement, July,
                              1994
                            page 33







     IBM PERSONAL SYSTEMS SUPPORT FAMILY FOR BUSINESSES AND
                           DEVELOPERS

             o   IBM Personal System/2 (R)
             o   IBM compatible Personal Computers
             o   Apple Personal Computers
             o   Macintosh Personal Computers
             o   Commercially available options and peripherals
                 attached to an eligible machine, subject to certain
                 exceptions.

   NOTE:  Compatible PCs are those that run the same Operating Systems and
          Applications that run on IBM PCs and PS/2s.

   SOFTWARE -- OPERATING SYSTEMS:

             o   MS-DOS (Microsoft Corporation)
                 -   Version 3.3
                 -   Version 4.0
                 -   Version 5.0
                 -   Version 6.0
                 -   Version 6.2
             o   Macintosh System Software (Apple)
                 -   Version 6.8
                 -   Version 7.0
                 -   Version 7.1

   SOFTWARE -- LOCAL AREA NETWORK OPERATING SYSTEMS:

             o   AppleShare File Server (Apple)
                 -   Version 1.0
                 -   Version 2.0
             o   Banyan Vines 4.1 (Banyan Systems, Inc.)
             o   Banyan Vines 5.5 (Banyan Systems, Inc.)

   NOTE:  LAN Operating System software and applications installed in a
          LAN environment are supported from an end user view only.
          Resource allocation, security, and other administrative
          functions will be referred to a contact designated by the
          customer.

   SOFTWARE -- APPLICATIONS

             o   AfterDark 2.0 (Berkley Systems)
             o   Allways (Funk Software)
                 -   Version 1.0
                 -   Version 1.2
                 -   Version 2.2
             o   Alpha Four Version 2.0 (Alpha Software)
             o   Ami Professional (Lotus Development Corporation)
                 -   Version 1.1
                 -   Version 1.2

             o   Ami Professional for Windows (Lotus Development
                  Corporation)

  IBM OS/2 Newsletter - Service and Support Supplement, July,
                              1994
                            page 34







     IBM PERSONAL SYSTEMS SUPPORT FAMILY FOR BUSINESSES AND
                           DEVELOPERS

                 -   Version 2.0
                 -   Version 3.0
                 -   Version 3.01
             o   AppleShare Version 7.0 (Apple)
             o   Calendar Creator Version 3.0 (Power Up Software)
             o   Carbon Copy Plus Version 6.0 (Microcom)
             o   Carbon Copy for Windows Version 2.0 (Microcom)
             o   cc: Mail for DOS (Lotus Development Corporation)
                 -   Version 3.2
                 -   Version 4.0
             o   cc: Mail for Windows (Lotus Development Corporation)
                 -   Version 1.0
                 -   Version 1.1
                 -   Version 2.0
             o   Central Point Anti-Virus Version 1.0 (Central Point
                 Software)
             o   Central Point Backup Version 1.0 (Central Point Software)
             o   Charisma (Micrografx)
                 -   Version 2.0
                 -   Version 2.1
             o   CoreFast Backup Version 2.00 (Core International)
             o   Corel DRAW! (Corel Systems)
                 -   Version 2.0
                 -   Version 2.01
                 -   Version 3.0
                 -   Version 4.0
             o   DataEase (DataEase International)
                 -   Version 4.2
                 -   Version 4.5
             o   dBASE III Plus Version 1.1 (Borland International)
             o   dBASE IV (Borland International)
                 -   Version 1.1
                 -   Version 1.5
                 -   Version 2.0
             o   Designer (Micrografx)
                 -   Version 3.0
                 -   Version 3.01
                 -   Version 3.1
             o   Direct Access 5.0 (Fifth Generation Systems)
             o   Microsoft Excel for Windows (Microsoft Corporation)
                 -   Version 2.0
                 -   Version 2.1
                 -   Version 3.0
                 -   Version 4.0
                 -   Version 5.0
             o   Microsoft Excel for Macintosh (Microsoft Corporation)
                 -   Version 2.2
                 -   Version 3.0
                 -   Version 4.0
                 -   Version 5.0
             o   Extra! Extended Version  2.22 (Attachmate)
             o   Extra! for Windows (Attachmate)

  IBM OS/2 Newsletter - Service and Support Supplement, July,
                              1994
                            page 35







     IBM PERSONAL SYSTEMS SUPPORT FAMILY FOR BUSINESSES AND
                           DEVELOPERS

                 -   Version 3.2
                 -   Version 3.3
                 -   Version 3.4
             o   Fastback II for Macintosh Version 2.0 (Fifth Generation
                 Systems)
             o   Fastback Plus (Fifth Generation Systems)
                 -   Version 2.0
                 -   Version 3.0
                 -   Version 6.0
             o   FileMaker II for Macintosh (Claris Corporation)
             o   FileMaker Pro for Macintosh (Claris Corporation)
                 -   Version 1.0
                 -   Version 1.2
                 -   Version 2.0
                 -   Version 2.1
             o   FoxPro Version 2.0 (Microsoft Corporation)
             o   FreeHand for Macintosh Version 3.0 (Aldus Corporation)
             o   Freelance for OS/2 (Lotus Development Corporation)
                 -   Version 1.1
                 -   Version 2.0
             o   Freelance for Windows (Lotus Development Corporation)
                 -   Version 1.0
                 -   Version 2.0
             o   Freelance Plus (Lotus Development Corporation)
                 -   Version 3.0
                 -   Version 4.0
             o   Harvard Graphics (Software Publishing Corporation)
                 -   Version 2.3
                 -   Version 3.0
             o   Harvard Graphics For Windows Version 1.0 (Software
                 Publishing Corporation)
             o   Illustrator for Macintosh Version 3.2 (Adobe Systems,
                 Inc.)
             o   Impress 2L (PC Publishing)
             o   IRMA Workstation for Windows Version 1.0 (Digital
                 Communications Associates)
             o   LapLink III Version 3.3 (Traveling Software)
             o   LapLink IV Version 4.0 (Traveling Software)
             o   LapLink V Version 5.0 (Traveling Software)
             o   LapLink III for Macintosh Version 3.0 (Traveling Software)
             o   Lotus 1-2-3 for DOS (Lotus Development Corporation)
                 -   Version 2.2
                 -   Version 2.3
                 -   Version 2.4
                 -   Version 3.0
                 -   Version 3.1
                 -   Version 3.1+
                 -   Version 3.4
             o   Lotus 1-2-3 for Macintosh Version 1.0 (Lotus Development
                 Corporation)
             o   Lotus 1-2-3/G Version 1.0 (Lotus Development Corporation)
             o   Lotus 1-2-3 for OS/2 (Lotus Development Corporation)

  IBM OS/2 Newsletter - Service and Support Supplement, July,
                              1994
                            page 36







     IBM PERSONAL SYSTEMS SUPPORT FAMILY FOR BUSINESSES AND
                           DEVELOPERS

                 -   Version 1.1
                 -   Version 2.0
             o   Lotus 1-2-3 for Windows (Lotus Development Corporation)
                 -   Version 1.0
                 -   Version 1.1
                 -   Version 4.0
             o   Lotus Notes (Lotus Development Corporation)
                 -   Version 2.0
                 -   Version 2.1
                 -   Version 3.0
             o   Lotus Organizer (Lotus Development Corporation)
                 -   Version 1.0
                 -   Version 1.1
             o   MacDraw II Version 1.1 (Claris Corporation)
             o   MacDraw Professional Version 1.1 (Claris Corporation)
             o   MacTools (Central Point Software)
                 -   Version 1.0
                 -   Version 1.1
                 -   Version 2.0
             o   MacPaint Version 2.0 (Claris Corporation)
             o   MacWrite II Version 1.1 (Claris Corporation)
             o   Microsoft Access for Windows (Microsoft Corporation)
                 -   Version 1.0
                 -   Version 1.1
             o   Microsoft Mail for IBM (Microsoft Corporation)
                 -   Version 2.0
                 -   Version 3.1
                 -   Version 3.2
             o   Microsoft Mail for Macintosh (Microsoft Corporation)
                 -   Version 2.0
                 -   Version 3.0
                 -   Version 3.2
             o   Microsoft Project for Windows (Microsoft Corporation)
                 -   Version 1.0
                 -   Version 3.0
             o   Microsoft Schedule+ for Windows Version 1.0 (Microsoft
                 Corporation)
             o   Microsoft Works for DOS (Microsoft Corporation)
                 -   Version 1.0
                 -   Version 2.0
             o   Microsoft Works for Windows Version 2.0 (Microsoft
                 Corporation)
             o   Multimate (Borland International)
                 -   Version 3.0
                 -   Version 4.0
             o   MultiMate Advantage II Version 1.0 (Borland International)
             o   Norton Antivirus (Symantec Corporation)
                 -   Version 1.5
                 -   Version 2.0
             o   Norton Backup (Symantec Corporation)
                 -   Version 1.2
                 -   Version 2.0

  IBM OS/2 Newsletter - Service and Support Supplement, July,
                              1994
                            page 37







     IBM PERSONAL SYSTEMS SUPPORT FAMILY FOR BUSINESSES AND
                           DEVELOPERS

             o   Norton Commander (Symantec Corporation)
                 -   Version 2.0
                 -   Version 3.0
             o   Norton Commander for OS/2 Version 2.0 (Symantec
                 Corporation)
             o   Norton Desktop for Windows (Symantec Corporation)
                 -   Version 1.0
                 -   Version 2.0
                 -   Version 2.2
             o   Norton Editor (Symantec Corporation)
                 -   Version 1.3
                 -   Version 2.0
             o   Norton Utilities for Macintosh (Symantec Corporation)
                 -   Version 1.0
                 -   Version 1.1
                 -   Version 2.0
             o   Norton Utilities Standard Edition Version 4.5 (Symantec
                 Corporation)
             o   Norton Utilities (Symantec Corporation)
                 -   Version 5.0
                 -   Version 6.0
                 -   Version 7.0
             o   Packrat Version 4.0 (Polaris Software)
             o   PageMaker for Windows Version 4.0 (Aldus Corporation)
             o   PageMaker for Macintosh (Aldus Corporation)
                 -   Version 4.0
                 -   Version 4.2
                 -   Version 5.0
             o   Paradox (Borland International)
                 -   Version 3.0
                 -   Version 3.5
                 -   Version 4.0
             o   Paradox for Windows Version 1.0 (Borland International)
             o   PC Print for OS/2 (IBM Corporation)
             o   PC Tools Deluxe (Central Point Software)
                 -   Version 6.0
                 -   Version 7.0
             o   pcAnywhere Version 4.0 (Dynamic Microprocessor)
             o   pcAnywhere for Windows Version 1.0 (Dynamic Microprocessor)
             o   Persuasion for Macintosh Version 2.0 (Aldus Corporation)
             o   Persuasion for Windows Version 2.0 (Aldus Corporation)
             o   PKZIP, PKUNZIP, PKSFX (PKWare)
                 -   Version 1.13
                 -   Version 2.04G
             o   Microsoft PowerPoint for Macintosh (Microsoft Corporation)
                 -   Version 2.01
                 -   Version 3.0
             o   Microsoft PowerPoint for Windows (Microsoft Corporation)
                 -   Version 2.0E
                 -   Version 3.0
             o   Procomm Plus (Datastorm Technologies)
                 -   Version 1.1

  IBM OS/2 Newsletter - Service and Support Supplement, July,
                              1994
                            page 38







     IBM PERSONAL SYSTEMS SUPPORT FAMILY FOR BUSINESSES AND
                           DEVELOPERS

                 -   Version 2.0
             o   Procomm Plus for Windows Version 1.0 (Datastorm
                 Technologies)
             o   Professional Write (Software Publishing Corporation)
                 -   Version 2.0
                 -   Version 2.1
                 -   Version 2.2
             o   Professional Write for Windows Version 1.00 (Software
                 Publishing Corporation)
             o   Q & A (Symantec Corporation)
                 -   Version 3.0
                 -   Version 4.0
             o   QEMM 386 (Quarterdeck Office Systems)
                 -   Version 5.1
                 -   Version 6.0
                 -   Version 7.0
             o   QEMM 50/60 Version 5.0 (Quarterdeck Office Systems)
             o   QuarkXPress for Macintosh Version 3.1 (Quark)
             o   Quattro Pro for DOS (Borland International)
                 -   Version 3.0
                 -   Version 4.0
                 -   Version 5.0
             o   Quattro Pro for Windows (Borland International)
                 -   Version 1.0
                 -   Version 1.1
                 -   Version 5.0
             o   R&R Relational Report Writer for DOS (Concentric Data)
                 -   Version 2.0
                 -   Version 3.0
                 -   Version 4.0
                 -   Version 5.0
             o   SideKick Version 2.0 (Borland)
             o   Sideways (Funk Software)
                 -   Version 3.21
                 -   Version 3.3
             o   Stacker for DOS/Windows (Stac Electronics)
                 -   Version 2.0
                 -   Version 3.0
             o   Stacker for OS/2 (Stac Electronics)
                 -   Version 1.0
                 -   Version 1.1
             o   SuperCalc (Computer Associates)
                 -   Version 4.0
                 -   Version 5.0
                 -   Version 5.1A
             o   SuperPaint for Macintosh Version 3.0 (Aldus Corporation)
             o   Symphony (Lotus Development)
                 -   Version 2.0
                 -   Version 2.2
                 -   Version 3.0
             o   SYTOS+ for DOS Version 1.4 (Sytron)
             o   SYTOS+ for OS/2 Version 1.32 (Sytron)

  IBM OS/2 Newsletter - Service and Support Supplement, July,
                              1994
                            page 39







     IBM PERSONAL SYSTEMS SUPPORT FAMILY FOR BUSINESSES AND
                           DEVELOPERS

             o   SYTOS Rebound for OS/2 (Sytron)
             o   Timeline (Symantec Corporation)
                 -   Version 4.0
                 -   Version 5.0
             o   Ventura Publisher Version 2.0 (Ventura Software, Inc.)
             o   Ventura Publisher for OS2 Version 3.0 (Ventura Software,
                 Inc.)
             o   Ventura Publisher for Windows Version 3.0 (Ventura
                 Software, Inc.)
             o   Virex Anti-Virus for Macintosh Version 3.5 (Microcom)
             o   ViruScan (McAfee Associates)
                 -   Version 7.1
                 -   Version 8.1
             o   WinFax Pro Version 3.0 (Delrina)
             o   Microsoft Windows (Microsoft Corporation)
                 -   Version 3.0
                 -   Version 3.1
             o   Microsoft Word for DOS (Microsoft Corporation)
                 -   Version 5.0
                 -   Version 5.5
                 -   Version 6.0
             o   Microsoft Word for Macintosh (Microsoft Corporation)
                 -   Version 4.0
                 -   Version 5.0
                 -   Version 5.1
             o   Microsoft Word for OS/2 Version 1.1 (Microsoft Corp)
             o   Microsoft Word for Windows (Microsoft Corporation)
                 -   Version 1.0
                 -   Version 1.1
                 -   Version 2.0
                 -   Version 6.0
             o   WordPerfect for DOS (WordPerfect Corporation)
                 -   Version 5.0
                 -   Version 5.1
                 -   Version 6.0
             o   WordPerfect for Macintosh (WordPerfect Corporation)
                 -   Version 2.03
                 -   Version 2.1
                 -   Version 2.1.2
             o   WordPerfect for OS/2 Version 5.0 (WordPerfect Corporation)
             o   WordPerfect for Windows (WordPerfect Corporation)
                 -   Version 5.1
                 -   Version 5.2
                 -   Version 6.0
             o   WordPerfect Office Version 3.0 (WordPerfect Corporation)
             o   WordPerfect Presentations Version 1.0 (WordPerfect Corp)
             o   WordPerfect Works Version 1.0 (WordPerfect Corporation)
             o   WordStar for DOS (Wordstar International)
                 -   Version 5.5
                 -   Version 6.0
             o   WordStar for Windows (Wordstar International)


  IBM OS/2 Newsletter - Service and Support Supplement, July,
                              1994
                            page 40







             IBM SUPPORT FOR OS/2 DEFECTS AND FIXES

  IBM SUPPORT FOR OS/2 DEFECTS AND FIXES
  ______________________________________


  With the Personal System Support Family of Services beginning on July
  11, 1994 there have been a number of questions as to how this relates to
  IBM's fix strategy and fix delivery processes.  Here are the highlights.

  1)  The IBM Personal Systems Support Family of Services offerings do not
      extend nor enhance the Central Service or Program Services provided
      for products.

      Refer to the terms and conditions of licensing found in the IBM
      Program License Agreement.  A copy of the agreement is included in
      each program package.

  2)  IBM is continuing to evaluate our fix strategy, fix tools, and fix
      delivery process to respond to current customer requirements and
      problem areas.  There are no changes that are ready to be announced
      at this time.

  DEFECT REPORTING PROCESS

  A defect is defined as a code-related or documentation-related problem
  where the Program does not conform to the Program Specifications and the
  problem can be recreated in the Specified Operating Environment.  Defect
  correction is as described in the Statement of Limited Warranty Section
  included with your product documentation.

  You may report defects to IBM Program Services for products until their
  Service Expiration Date.

  A)  If you are entitled to voice support for the product through a
      Getting Started period or through a Support Line contract, you may
      call 800-992-4777 and report a defect and/or request a specific fix
      if available.

  B)  If you are not entitled to voice support (your 60 day getting
      started period has expired and you have not purchased a Support Line
      offering) then you may:

     -  Report the suspected defect via fax, Mail or BBS (CompuServe or
        Talklink) IBM will respond to the licensed customer via the same
        method that was used to report the defect.  The response by IBM
        will indicate whether the defect reported is known or not known to
        IBM.  If a fix is available the IBM response will list the options
        that the customer has for obtaining the fix.

     -  Call Support Line and purchase a single incident of support to
        report the suspected defect.  If it is a valid defect (as defined
        above) you will not be billed for the Support Line single
        incident.



  IBM OS/2 Newsletter - Service and Support Supplement, July,
                              1994
                            page 41







             IBM SUPPORT FOR OS/2 DEFECTS AND FIXES

  FIX AVAILABILITY

   A)  Corrective Service Packages, if produced for the specified product,
       will be made available through the following channels:

      1)  Bulletin Boards a) CompuServe b) TalkLink c) PCCoBBS 2)
          Technical Connection CD-ROM 3) Mail

      A Support Line offering is not required to obtain available
      Corrective Services Packages from any of the above four channels.

   B)  There is no commitment for a product to provide Corrective Service
       Packages.  Fixes that are to be made, may not be available until
       the next release, if one exists, for the product.  IBM does not
       guarantee service results nor represent nor warrant that all errors
       or program defects will be corrected.

   C)  There is no commitment for a product to provide private or single
       fixes that are not part of a formal release or corrective service
       package.

   D)  If a fix is not available, IBM Central Service or Program Services
       will respond to the new problem by providing one or more of the
       following:

       1)  Corrective service information, such as correction,
           documentation
       2)  Corrected code
       3)  Notice of corrected code when available
       4)  Restriction
       5)  Bypass























  IBM OS/2 Newsletter - Service and Support Supplement, July,
                              1994
                            page 42







                     PERSONAL SYSTEMS FORUM

  PERSONAL SYSTEMS FORUM
  ______________________


   The Personal Systems Forum (also known as the OS2BBS) is a bulletin
   board service that provides customer-to-customer communication, a
   database of technical information, and tips and techniques.  The items
   posted on the bulletin board are accessible to all customer and IBM
   personnel subscribers to the IBMLink (TM) facility, TALKLink, a
   prerequisite for receiving Forum service.  TALKLink provides the
   capability for customers to review information electronically, submit
   questions or requests, and receive answers or information.

   With Forum, the customer receives:

   o   Conferences and forums -- "AS-IS" question and answer bulletin
       boards containing product-related topics.
   o   Customer-to-customer messaging -- customers can send messages to
       each other.
   o   Software library -- download application programs and upload
       contributions either owned by the customer or which the customer
       can legally make generally available.
   o   News and announcements containing recent information regarding
       products and services.
   o   Search Service -- allowing searching of IBM databases via
       interactive mode.  This search facility includes a large "AS-IS"
       question and answer database of items, IBM Systems Center
       Flashes, and IBM's problem management libraries.  This database
       contains information about problems and fixes.
   o   Customers can initiate, review, or respond to dialog in the
       conference areas.

   Customers join by calling 1-800-547-1283.  The cost is $18 per
   month, with no other fees at this time.

   Bulletin Board services somewhat comparable to the Personal Systems
   Forum are also available through Compuserve, Prodigy, Genie, America
   On-line, and Internet.  The fundamental difference is that the IBM
   Talklink Personal Systems Forum is monitored on a daily basis by IBM
   support personnel, while there is no assured daily monitoring (and
   response) of questions and requests submitted on the non-IBM online
   services.  See the topic "ON-LINE OS/2 BBS" under the section "OTHER
   SOURCES OF OS/2 NEWS AND INFORMATION" below for details on how find
   these OS/2 bulletin boards on the various online services.











  IBM OS/2 Newsletter - Service and Support Supplement, July,
                              1994
                            page 43







                        BESTEAM PROGRAM

  BESTEAM PROGRAM
  _______________


    At the end of March, IBM announced the start of the Business
    Enterprise Solutions Team (BESTeam*) which is a dynamic program that
    utilizes the combined resources of IBM, consultants, selected
    aggregators and distributors, value added resellers, systems
    integrators and network integrators in order to meet the technology
    needs of our customers.

    By establishing strong partnerships with IBM, the BESTeam members are
    able to offer superior technical knowledge and support to customers in
    a timely manner.  This gives customers the security of minimizing
    risks involved in technology investments while developing a path for
    the future to success-fully implement emerging hardware and software
    technologies.

    The BESTeam Program centers around IBM's award-winning software
    product portfolio; DOS, OS/2, LAN systems, LAN Management,
    Communications, Database, Application Development and Multimedia.
    BESTeam members are certified technical personnel who receive enhanced
    technical support and a full array of marketing programs and
    administrative assistance that will enable them to provide
    comprehensive solutions to customers.

    To assist customers in choosing the right BESTeam member for their
    needs, a Solutions Directory is available that includes detailed
    profiles describing the services provided by each company enrolled as
    a BESTeam member as well as each member's level of IBM professional
    certification and related software expertise.

    To locate a BESTeam member for your company, please call
    1-800-835-9444.





















  IBM OS/2 Newsletter - Service and Support Supplement, July,
                              1994
                            page 44




