Common use of Support and Maintenance Services Clause in Contracts

Support and Maintenance Services. 2.1 Smarsh uses tools to provide server, network, and application diagnostic monitoring of the technical infrastructure that delivers the Services. 2.2 Client may find online support resources and FAQ’s here: ▇▇▇▇▇://▇▇▇▇▇▇▇.▇▇▇▇▇▇.▇▇▇. With the exception of Severity Level 1 issues, Client must report issues regarding availability or performance of the Services by submitting a support case at ▇▇▇▇▇://▇▇▇▇▇▇▇.▇▇▇▇▇▇.▇▇▇. Support requests must include a detailed description of the error or request, including the operating conditions that gave rise to the error. The individual reporting a support incident will receive an auto-reply notification via email to confirm receipt of a Support request, along with a case number for reference. Client may also submit a support request by phone at 866-SMARSH-1. Smarsh standard phone support is available Monday through Friday between the hours of 7 am and 12 am Eastern (excluding United States Federal Holidays). Off-hours phone support is available 24 hours per day, 365 days per year for Severity Level 1 or 2 issues. All Severity Level 1 issues must be reported by phone. Smarsh may limit the right to submit support requests to a single or maximum number of Authorized Users. 2.3 Upon receiving a support request, Smarsh will use commercially reasonable efforts to respond to Client’s request within the mean response time indicated below for the corresponding severity level and address and/or fix errors to the Services reported by Client that are within the control of Smarsh, based on the following resolution process: 1 Issue impacts multiple users: Service is down, or major functionality is unavailable or materially impacted by performance issues, and no workaround is available. 15 minutes (Client must call by phone) Smarsh will investigate the issue and will work continuously until error is fixed or temporary workaround is implemented.

Support and Maintenance Services. 2.1 4.1 Smarsh uses tools to provide server, network, and application diagnostic monitoring of the technical infrastructure that delivers the Services. 2.2 4.2 Client may find online support resources and FAQ’s here: ▇▇▇▇▇://▇▇▇▇▇▇▇.▇▇▇▇▇▇.▇▇▇. With the exception of Severity Level 1 issues, Client must report issues regarding availability or performance of the Services by submitting a support case at ▇▇▇▇▇://▇▇▇▇▇▇▇.▇▇▇▇▇▇.▇▇▇. Support requests must include a detailed description of the error or request, including the operating conditions that gave rise to the error. The individual reporting a support incident will receive an auto-reply notification via email to confirm receipt of a Support request, along with a case number for reference. Client may also submit a support request by phone at 866-SMARSH-1. Smarsh standard phone support is available Monday through Friday between the hours of 7 am and 12 am Eastern (excluding United States Federal Holidays). Off-hours phone support is available 24 hours per day, 365 days per year for Severity Level 1 or 2 issues. All Severity Level 1 issues must be reported by phone. Smarsh may limit the right to submit support requests to a single or maximum number of Authorized Users. 2.3 4.3 Upon receiving a support request, Smarsh will use commercially reasonable efforts to respond to Client’s request within the mean response time indicated below for the corresponding severity level and address and/or fix errors to the Services reported by Client that are within the control of Smarsh, based on the following resolution process: 1 Issue impacts multiple users: Service is down, or major functionality is unavailable or materially impacted by performance issues, and no workaround is available. 15 minutes (Client must call by phone) Smarsh will investigate the issue and will work continuously until error is fixed or temporary workaround is implemented.

Support and Maintenance Services. 2.1 Smarsh uses tools to provide server, network, and application diagnostic monitoring of the technical infrastructure that delivers the Services. 2.2 Client may find online support resources and FAQ’s here: ▇▇▇▇▇://▇▇▇▇▇▇▇.▇▇▇▇▇▇.▇▇▇. With the exception of Severity Level 1 issues, Client must report issues regarding availability or performance of the Services by submitting a support case at ▇▇▇▇▇://▇▇▇▇▇▇▇.▇▇▇▇▇▇.▇▇▇. Support requests must include a detailed description of the error or request, including the operating conditions that gave rise to the error. The individual reporting a support incident will receive an auto-reply notification via email to confirm receipt of a Support request, along with a case number for reference. Client may also submit a support request by phone at 866-SMARSH-1. Smarsh standard phone support is available Monday through Friday between the hours of 7 am and 12 am Eastern (excluding United States Federal Holidays). Off-hours phone support is available 24 hours per day, 365 days per year for Severity Level 1 or 2 issues. All Severity Level 1 issues must be reported by phone. Smarsh may limit the right to submit support requests to a single or maximum number of Authorized Users. 2.3 Upon receiving a support request, Smarsh will use commercially reasonable efforts to respond to Client’s request within the mean response time indicated below for the corresponding severity level and address and/or fix errors to the Services reported by Client that are within the control of Smarsh, based on the following resolution process: 1 Issue impacts multiple users: Service is down, or major functionality is unavailable or materially impacted by performance issues, and no workaround is available. 15 minutes (Client must call by phone) Smarsh will investigate the issue and will work continuously until error is fixed or temporary workaround is implemented.

Support and Maintenance Services. 2.1 Smarsh uses tools to provide server, network, and application diagnostic monitoring of the technical infrastructure that delivers the ServicesFederal Archive. 2.2 Client may find online support resources and FAQ’s here: at ▇▇▇▇▇://▇▇▇▇▇▇▇.▇▇▇▇▇▇.▇▇▇. With the exception of Severity Level 1 issues, Client must report issues regarding Federal Archive availability or performance of the Services by submitting a support case at ▇▇▇▇▇://▇▇▇▇▇▇▇.▇▇▇▇▇▇.▇▇▇. Support requests must include a detailed description of the error or request, including the operating conditions that gave rise to the error. The individual reporting User that reports a support incident will receive an auto-reply notification via email to confirm receipt of a Support request, along with a case number for reference. Client may also submit a support request by phone at 866▇-SMARSH-1▇▇▇-▇▇▇-▇▇▇▇. Smarsh standard phone support is available Monday through Friday between the hours of 7 9 am and 12 am 5 pm Eastern (excluding United States Federal Holidaysfederal holidays). Off-hours phone support is available 24 hours per day, 365 days per year for Severity Level 1 or 2 issues. All Client must report a ll Severity Level 1 issues must be reported by phonereported. Smarsh may limit the right to submit support requests to a single or maximum number of Authorized UsersUser(s). 2.3 Upon receiving a support request, Smarsh will use commercially reasonable efforts to (a) respond to Client’s request within the mean response time indicated below for the corresponding severity level and (b) address and/or fix errors to the Services Federal Archive reported by Client and that are within the control of Smarsh, based on . Smarsh will apply the following resolution processprocess indicated below for the corresponding severity level: 1 Issue impacts multiple users: Service is down, or major functionality is unavailable or materially impacted by performance issues, and no workaround is available. 15 minutes 1 hour (Client must call report by phone) Smarsh will investigate the issue and will work continuously until the error is fixed or a temporary workaround is implemented.

Support and Maintenance Services. 2.1 Smarsh uses tools to provide server, network, and application diagnostic monitoring of the technical infrastructure that delivers the Services. 2.2 Client may find online support resources and FAQ’s here: ▇▇▇▇▇://▇▇▇▇▇▇▇.▇▇▇▇▇▇.▇▇▇. With the exception of Severity Level 1 issues, Client must report issues regarding availability or performance of the Services by submitting a support case at ▇▇▇▇▇://▇▇▇▇▇▇▇.▇▇▇▇▇▇.▇▇▇. Support requests must include a detailed description of the error or request, including the operating conditions that gave rise to the error. The individual reporting a support incident will receive an auto-reply notification via email to confirm receipt of a Support request, along with a case number for reference. Client may also submit a support request by phone at 866-866- SMARSH-1. Smarsh standard phone support is available Monday through Friday between the hours of 7 am and 12 am Eastern (excluding United States Federal Holidays). Off-hours phone support is available 24 hours per day, 365 days per year for Severity Level 1 or 2 issues. All Severity Level 1 issues must be reported by phone. Smarsh may limit the right to submit support requests to a single or maximum number of Authorized Users. 2.3 Upon receiving a support request, Smarsh will use commercially reasonable efforts to respond to Client’s request within the mean response time indicated below for the corresponding severity level and address and/or fix errors to the Services reported by Client that are within the control of Smarsh, based on the following resolution process: 1 Issue impacts multiple usersmuIltiple unsers: Service is Pr down, or major functionality is unavailable or materially impacted by performance issues, and no workaround is available. 15 minutes moinutecs e (Client must call by phone) Smarsh will Ssmarshswill investigate the issue and will work continuously until error is fixed or temporary workaround is implemented.

Support and Maintenance Services. 2.1 Smarsh uses tools to provide server, network, and application diagnostic monitoring of the technical infrastructure that delivers the Services. 2.2 Client may find online support resources and FAQ’s here: ▇▇▇▇▇://▇▇▇▇▇▇▇.▇▇▇▇▇▇.▇▇▇. With the exception of Severity Level 1 issues, Client must report issues regarding availability or performance of the Services by submitting a support case at ▇▇▇▇▇://▇▇▇▇▇▇▇.▇▇▇▇▇▇.▇▇▇. Support requests must include a detailed description of the error or request, including the operating conditions that gave rise to the error. The individual reporting a support incident will receive an auto-reply notification via email to confirm receipt of a Support request, along with a case number for reference. Client may also submit a support request by phone at 866-866- SMARSH-1. Smarsh standard phone support is available Monday through Friday between the hours of 7 am and 12 am Eastern (excluding United States Federal Holidays). Off-hours phone support is available 24 hours per day, 365 days per year for Severity Level 1 or 2 issues. All Severity Level 1 issues must be reported by phone. Smarsh may limit the right to submit support requests to a single or maximum number of Authorized Users. 2.3 Upon receiving a support request, Smarsh will use commercially reasonable efforts to respond to Client’s request within the mean response time indicated below for the corresponding severity level and address and/or fix errors to the Services reported by Client that are within the control of Smarsh, based on the following resolution process: 1 Issue impacts multiple users: Service is down, or major functionality is unavailable or materially impacted by performance issues, and no workaround is available. 15 minutes (Client must call by phone) Smarsh will investigate the issue and will work continuously until error is fixed or temporary workaround is implemented.