Common use of Additional Maintenance Services Clause in Contracts

Additional Maintenance Services. ▪ Support of Software Applications, Hardware Devices, and Web-Based Applications. Service Provider shall provide support of Software Applications, Hardware Devices, and Web-Based Applications identified in Exhibit A, provided that all Hardware Devices are covered under a currently active vendor support contract; or replaceable parts be readily available, and all Software Applications be genuine, currently licensed and vendor‐supported. Maintenance on Hardware Devices older than six years will be assessed an additional fee of $10/year/device. Should third party vendor support charges be required in order to resolve any issues, these will be passed on to the Client after first receiving the Client’s authorization to incur them. ▪ Monitoring Services. Service Provider will provide ongoing monitoring and security services of all critical devices as indicated in Exhibit A. Service Provider will provide monthly reports as well as document critical alerts, scans and event resolutions to Client. Should a problem be discovered during monitoring, Service Provider shall make every attempt to rectify the condition in a timely manner in accordance with the Service Level Agreement (“SLA”) in Exhibit B. ▪ Electronic File Storage and Network Server Data. Electronic file storage and network server data are property of the Client (hardware not included). Client shall have the right to request copies of storage, for the purposes of backup or migration, at any time. Service fees for data export by Service Provider shall be at a rate of $250/hour. Such services shall be electronic transmission only, and Client must provide target hardware. Service Provider will provide one complimentary data transfer during the Wind Down Period, if applicable. Services rendered under this Agreement will not include: ▪ Parts, equipment or software not covered by vendor/manufacturer warranty or support. ▪ The cost of any parts, equipment, device, or shipping charges of any kind. ▪ The cost of any Client Software, Licensing, or Software Renewal or Upgrade Fees of any kind (Windows OS, MS Office, Anti-Virus, etc.). ▪ The cost of any third party vendor or manufacturer support or incidental fees of any kind for Client Assets. ▪ The cost to bring Client’s environment up to minimum standards as defined in Section 4.1. ▪ Service and repair made necessary by the alteration or modification of equipment other than that authorized by Service Provider, including alterations, software installations or modifications of equipment made by Client’s employees or anyone other than Service Provider. ▪ End-user uses of software applications (client and network-based) including, but not limited to, data entry, data validation, data modification, report creation, look & feel customization, data analysis, etc. ▪ Maintenance of applications or software packages, whether acquired from Service Provider or any other source unless as specified in Exhibit A. ▪ Programming (modification of software code) and program (software) maintenance unless as specified in Exhibit A. ▪ Peripheral management, or the process of tracking Client Assets. ▪ Structured Cabling (including fiber and copper). ▪ Electrical installation services and Client’s electrical utility costs. ▪ Consumables, including but not limited to batteries, toner cartridges, printer maintenance kits, projector bulbs and blank discs. ▪ Training services.

Additional Maintenance Services. ▪  Support of Software Applications, Hardware Devices, and Web-Based Applications. Service Provider shall provide support of Software Applications, Hardware Devices, and Web-Based Applications identified in Exhibit A, provided that all Hardware Devices are covered under a currently active vendor support contract; or replaceable parts be readily available, and all Software Applications be genuine, currently licensed and vendor‐supported. Maintenance on Hardware Devices older than six years will be assessed an additional fee of $10/year/device. Should third party vendor support charges be required in order to resolve any issues, these will be passed on to the Client after first receiving the Client’s authorization to incur them. ▪  Monitoring Services. Service Provider will provide ongoing monitoring and security services of all critical devices as indicated in Exhibit A. Service Provider will provide monthly reports as well as document critical alerts, scans and event resolutions to Client. Should a problem be discovered during monitoring, Service Provider shall make every attempt to rectify the condition in a timely manner in accordance with the Service Level Agreement (“SLA”) in Exhibit B. ▪  Electronic File Storage and Network Server Data. Electronic file storage and network server data are property of the Client (hardware not included). Client shall have the right to request copies of storage, for the purposes of backup or migration, at any time. Service fees for data export by Service Provider shall be at a rate of $250/hour. Such services shall be electronic transmission only, and Client must provide target hardware. Service Provider will provide one complimentary data transfer during the Wind Down Period, if applicable. Services rendered under this Agreement will not include: ▪ DocuSign Envelope ID: BBB0D4EF-1589-4C0E-BC35-80078CD2D823  Parts, equipment or software not covered by vendor/manufacturer warranty or support. ▪  The cost of any parts, equipment, device, or shipping charges of any kind. ▪  The cost of any Client Software, Licensing, or Software Renewal or Upgrade Fees of any kind (Windows OS, MS Office, Anti-Virus, etc.). ▪  The cost of any third party vendor or manufacturer support or incidental fees of any kind for Client Assets. ▪  The cost to bring Client’s environment up to minimum standards as defined in Section 4.1. ▪  Service and repair made necessary by the alteration or modification of equipment other than that authorized by Service Provider, including alterations, software installations or modifications of equipment made by Client’s employees or anyone other than Service Provider. ▪  End-user uses of software applications (client and network-based) including, but not limited to, data entry, data validation, data modification, report creation, look & feel customization, data analysis, etc. ▪  Maintenance of applications or software packages, whether acquired from Service Provider or any other source unless as specified in Exhibit A. ▪  Programming (modification of software code) and program (software) maintenance unless as specified in Exhibit A. ▪  Peripheral management, or the process of tracking Client Assets. ▪ Structured Cabling  Client Premise backup power equipment (including fiber and copperUPS). ▪  Electrical installation services and Client’s electrical utility costs. ▪  Consumables, including but not limited to batteries, toner cartridges, printer maintenance kits, projector bulbs and blank discs. ▪  Training services. DocuSign Envelope ID: BBB0D4EF-1589-4C0E-BC35-80078CD2D823 The following table shows the targets of response and resolution times for each Ticket priority level: Priority Criteria Response Time* (in hours) Resolution Time** (in hours) Resolution Time** (in business days) Service Credit 1 Service not available (all users and all functions unavailable) 2 Hours 12 Hours $200.00 2 Significant degradation of service (large number of users or critical Client functions affected) 2 Hours 24 Hours $100.00 3 Internal Limited degradation of service (limited number of users or functions affected, Client processes can continue) 24 Hours 3 Days $25.00 3 Onsite Limited degradation of service (limited number of users or functions affected, Client processes can continue) 24 Hours 3 Days $25.00 4 Internal Small service degradation or new software deployment (Client processes can continue, one user affected) 24 Hours 5 Days $10.00 4 Onsite Small service degradation or new software deployment (Client processes can continue, one user affected) 24 Hours 5 Days $10.00 5 Internal No effect on productivity, or long-range projects 72 Hours Scheduled with End User $10.00 5 Onsite No effect on productivity, or long-range projects 72 Hours Scheduled with End User $10.00 *Response Time is defined as the targeted time between receipt of the Ticket and the initial contact from Service Provider in regards to an issue. **Resolution time is defined as the targeted time between receipt of the Ticket and Service Provider resolves the issue. Resolution timer is paused when waiting on end-users or 3rd-party vendors for response. DocuSign Envelope ID: BBB0D4EF-1589-4C0E-BC35-80078CD2D823 ***All end-user initiated support Tickets are initially assigned as Priority Level 4. Ticket priorities will be automatically adjusted by the Service Provider’s helpdesk based on relevance to the above criterion. Additionally, Client is granted ten (10) annual Escalation Credits. Escalation Credits must be initiated by the Client’s assigned Relationship Manager. Additional Escalation Credits can be purchased on demand for $250 each.