Common use of Support Services and Problem Resolution Clause in Contracts

Support Services and Problem Resolution. If You have paid Place Technology all applicable fees due, Place Technology will provide Support Services to Your administrator(s) during Business Hours in the English language. To receive Support Services, You must submit a case at ▇▇▇▇▇▇▇@▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇.▇▇▇. Basic Support Services will be based on this Exhibit A unless paid support is stated in an associated Order Form for the current subscription term. Basic support includes a total of two (2) hours of live support for the subscription term. Problem Response and Resolution Place Technology will address Service Level Incidents in accordance with the schedule below. Level 1: The Service is not available for use, including the failure of a critical feature of the Service. The Place Technology support team will respond within 4 Business Hours. The Place Technology technical team will commence efforts to address Level 1 problems within 1 hour after Your report of such problem is received by Place Technology or Place Technology's detection of such problem, whichever is earlier. Place Technology will use commercially reasonable efforts, 24 hours per day, 7 days per week, to resolve or provide You with an acceptable work-around for the applicable Level 1 problem. Place Technology will keep You updated regularly on the progress of the resolution. Level 2: A documented feature is not available but does not prevent the use of a critical feature of the Service. The Place Technology support team will respond within 8 Business Hours. The Place Technology technical team will commence efforts to address Level 2 problems within 8 Business Hours after You report such problem during Business Hours or Place Technology's detection of such problem, whichever is earlier. Place Technology will use commercially reasonable efforts, during normal Business Hours, to resolve or provide You with an acceptable solution for the Level 2 problem within 5 business days after You report such problem or Place Technology's detection of such problem, whichever is earlier. Level 3: A documented feature is impaired but does not prevent the use of a critical feature of the Service. The Place Technology support team will respond within 16 Business Hours. The Place Technology technical team will commence efforts to address Level 3 problems within 3 business days after You report such problem during Business Hours or Place Technology's detection of such problem, whichever is earlier. Place Technology will use commercially reasonable efforts, during normal Business Hours, to resolve or provide You with an acceptable solution for the Level 3 problem within 60 calendar days after You report such problem or Place Technology's detection of such problem, whichever is earlier.

Support Services and Problem Resolution. Support Services If You have paid Place Technology Conga all applicable fees due, Place Technology Conga will provide Support Services to Your administrator(sAdministrator(s) during Business Hours in the English language. To receive Support Services, You must may submit a case at ▇▇▇▇://▇▇▇▇▇▇▇.▇▇▇▇▇▇▇▇.▇▇▇/Reference/Submit_Case_Form, email ▇▇▇▇▇▇▇@▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇.▇▇▇, telephone one of the Conga offices, or use Live Chat as listed on the Conga website Support page during the specified Business Hours for that office. Basic Support Services will be based on this Exhibit A unless paid support is subject to the specified allowance stated in an associated Order Form quote or invoice for the current subscription term, if any. Basic support includes a total of two Telephone Numbers: Americas: ▇▇▇-▇▇▇-▇▇▇▇ EMEA: 44 (20) hours of live support for the subscription term. 203-608-0165 APAC: ▇▇-▇-▇▇▇▇-▇▇▇▇ Problem Response and Resolution Place Technology Conga will use commercially reasonable efforts to address Service Level Incidents in accordance with the schedule below. Problem Severity Level Response Time Resolution Time Level 1: The Service is not available for use, including the failure of a critical feature of the Service. any The Place Technology Conga support team will respond within 4 Business Hoursfour (4) business hours. The Place Technology Conga technical team Conga will use commercially reasonable efforts, twenty-four (24) hours per day, seven (7) days per documented feature that listed as a Tier 1 function in the Product Specifications. will commence efforts to address Level 1 problems within 1 one (1) hour after Your report of such problem is received by Place Technology Conga or Place Technology's Conga’s detection of such problem, whichever is earlier. Place Technology will use commercially reasonable efforts, 24 hours per day, 7 days per week, to resolve or provide You with an acceptable work-around for the applicable Level 1 problem. Place Technology Conga will keep You updated regularly on the progress of the resolution. . Level 2: A documented feature is not available but does not prevent the use of a critical feature of Tier 1 function in the ServiceProduct Specifications. The Place Technology Conga support team will respond within 8 Business Hourseight (8) business hours. The Place Technology Conga technical team will commence efforts to address Level 2 problems within 8 Business Hours eight (8) business hours after You report such problem during Business Hours or Place Technology's Conga’s detection of such problem, whichever is earlier. Place Technology Conga will use commercially reasonable efforts, during normal Business Hours, to resolve or provide You with an acceptable solution for the Level 2 problem within 5 five (5) business days after You report such problem or Place Technology's Conga’s detection of such problem, whichever is earlier. . Level 3: A documented feature is impaired but does not prevent the use of a critical feature of Tier 1 function in the ServiceProduct Specifications. The Place Technology Conga support team will respond within 16 Business Hourssixteen (16) business hours. The Place Technology Conga technical team will commence efforts to address Level 3 problems within 3 three (3) business days after You report such problem during Business Hours or Place Technology's Conga’s detection of such problem, whichever is earlier. Place Technology Conga will use commercially reasonable efforts, during normal Business Hours, to resolve or provide You with an acceptable solution for the Level 3 problem within 60 sixty (60) calendar days after You report such problem or Place Technology's Conga’s detection of such problem, whichever is earlier. Level 4: A level 4 issue is a general usage question or issue that may be cosmetic in nature or documentation related. Conga software works without any functional limitation. The Conga support team will respond within sixteen (16) business hours. Enhancement Request (ER): An enhancement request is a request for future product enhancement or modification to add official support and documentation for unsupported, undocumented, or features that do not exist in the Conga software. The Conga support team will respond within sixteen (16) business hours. Response is limited to a Support representative triaging the request to provide feedback about possible workarounds and confirmation the enhancement request has been created. Conga will take ERs into consideration in the product management process, but has no obligation to deliver enhancements based on any ER. You acknowledge that the Service is dependent on Your implementation and configuration of the Service and the availability and performance of technology from third-party software and hardware vendors including but not limited to ▇▇▇▇▇▇▇▇▇▇.▇▇▇, Salesforce AppExchange products and custom applications, Microsoft, Google, and the providers of Internet browsers. Conga has no control over, and is not liable for, performance issues or downtime of the Service to the extent caused by such factors. Encryption Gateways and Associated Third Party Technologies. Encryption Gateways and associated third party technology that require any re-direction of Conga-to-Salesforce connections are not eligible for Support Services. You may utilize such encryption solutions solely at your own risk. In this Service Schedule, the term “Service” refers only to the following services offered by Conga: Composer, Conductor, Workflow, Courier, MailMerge, Ensemble, Harvester, Conga Contracts. If You are purchasing subscriptions to any of the Services, as indicated on the applicable Conga Order Form, then the terms of this Service Schedule apply to those Services. • The Conga Service is a hosted set of software solutions that generate custom documents, presentations and reports using data and template files stored in Your ▇▇▇▇▇▇▇▇▇▇.▇▇▇ instance, using Conga solutions created and implemented by You and executed by Your authorized ▇▇▇▇▇▇▇▇▇▇.▇▇▇ users. • All access and interactions between Your ▇▇▇▇▇▇▇▇▇▇.▇▇▇ Users, the Conga Service and Your ▇▇▇▇▇▇▇▇▇▇.▇▇▇ account are managed exclusively by You through Your ▇▇▇▇▇▇▇▇▇▇.▇▇▇ administration and security settings. • The Conga Service is hosted with Amazon Web Services located in the continental United States, and mirrored across multiple, geographically dispersed data centers for fault tolerance and business continuity purposes. 1 The Service 2 Your Responsibilities

Support Services and Problem Resolution. If You have paid Place Technology Conga all applicable fees due, Place Technology Conga will provide Support Services to Your administrator(s) during Business Hours in the English language. To receive Support Services, You must may submit a case at ▇▇▇▇▇▇▇@://▇▇▇▇▇▇▇.▇▇▇▇▇▇▇▇.▇▇▇/Reference/Submit_Case_Form, telephone one of the Conga offices, or use Live Chat as listed on the Conga website Support page during the specified Business Hours for that office. Basic Support Services will be based on this Exhibit A unless paid enhanced or premium support is stated in an associated Order Form or invoice for the current subscription term. Basic Enhanced and premium support includes plan descriptions are available here ▇▇▇▇▇://▇▇▇▇▇▇▇▇.▇▇▇/products/services/support-plans/. If you contact Conga outside of the Business Hours for Your region Conga may provide support from another region. Business Hours for You are determined by Your headquarters address provided by You to Conga. If 24/7 support is available to You it will be provided only through the telephone numbers below if outside of Business Hours. Telephone support numbers are used to submit cases on Your behalf and support is provided via a total of two returned call from Conga’s support team. Telephone Numbers: Americas: ▇▇▇-▇▇▇-▇▇▇▇ EMEA: 44 (20) hours of live support for the subscription term. 203-608-0165 APAC: ▇▇-▇-▇▇▇▇-▇▇▇▇ Problem Response and Resolution Place Technology Conga will address Service Level Incidents in accordance with the schedule below. Problem Severity Level Response Time Resolution Time Level 1: The Service is not available for use, including the failure of any documented feature that listed as a critical feature of Tier 1 function in the ServiceProduct Specifications. The Place Technology Conga support team will respond within 4 four (4) Business Hours. The Place Technology Conga technical team will commence efforts to address Level 1 problems within 1 one (1) hour after Your report of such problem is received by Place Technology Conga or Place Technology's Conga’s detection of such problem, whichever is earlier. Place Technology Conga will use commercially reasonable efforts, 24 twenty-four (24) hours per day, 7 seven (7) days per week, to resolve or provide You with an acceptable work-around for the applicable Level 1 problem. Place Technology Conga will keep You updated regularly on the progress of the resolution. Level 2: A documented feature is not available but does not prevent the use of a critical feature of the Service. The Place Technology support team will respond within 8 Business Hours. The Place Technology technical team will commence efforts to address Level 2 problems within 8 Business Hours after You report such problem during Business Hours or Place Technology's detection of such problem, whichever is earlier. Place Technology will use commercially reasonable efforts, during normal Business Hours, to resolve or provide You with an acceptable solution for the Level 2 problem within 5 business days after You report such problem or Place Technology's detection of such problem, whichever is earlier. Level 3: A documented feature is impaired but does not prevent the use of a critical feature of the Service. The Place Technology support team will respond within 16 Business Hours. The Place Technology technical team will commence efforts to address Level 3 problems within 3 business days after You report such problem during Business Hours or Place Technology's detection of such problem, whichever is earlier. Place Technology will use commercially reasonable efforts, during normal Business Hours, to resolve or provide You with an acceptable solution for the Level 3 problem within 60 calendar days after You report such problem or Place Technology's detection of such problem, whichever is earlier.

Support Services and Problem Resolution. Support Services If You have paid Place Technology Conga all applicable fees due, Place Technology Conga will provide Support Services to Your administrator(sAdministrator(s) during Business Hours in the English language. To receive Support Services, You must may submit a case at ▇▇▇▇://▇▇▇▇▇▇▇.▇▇▇▇▇▇▇▇.▇▇▇/Reference/Submit_Case_Form, email ▇▇▇▇▇▇▇@▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇.▇▇▇, telephone one of the Conga offices, or use Live Chat as listed on the Conga website Support page during the specified Business Hours for that office. Basic Support Services will be based on this Exhibit A unless paid support is subject to the specified allowance stated in an associated Order Form quote or invoice for the current subscription term, if any. Basic support includes a total of two Telephone Numbers: Americas: ▇▇▇-▇▇▇-▇▇▇▇ EMEA: 44 (20) hours of live support for the subscription term. 203-608-0165 APAC: ▇▇-▇-▇▇▇▇-▇▇▇▇ Problem Response and Resolution Place Technology Conga will use commercially reasonable efforts to address Service Level Incidents in accordance with the schedule below. Problem Severity Level Response Time Resolution Time Level 1: The Service is not available for use, including the failure of a critical feature of the Service. any The Place Technology Conga support team will respond within 4 Business Hoursfour (4) business hours. The Place Technology Conga technical team Conga will use commercially reasonable efforts, twenty-four (24) hours per day, seven (7) days per documented feature that listed as a Tier 1 function in the Product Specifications. will commence efforts to address Level 1 problems within 1 one (1) hour after Your report of such problem is received by Place Technology Conga or Place Technology's Conga’s detection of such problem, whichever is earlier. Place Technology will use commercially reasonable efforts, 24 hours per day, 7 days per week, to resolve or provide You with an acceptable work-around for the applicable Level 1 problem. Place Technology Conga will keep You updated regularly on the progress of the resolution. . Level 2: A documented feature is not available but does not prevent the use of a critical feature of Tier 1 function in the ServiceProduct Specifications. The Place Technology Conga support team will respond within 8 Business Hourseight (8) business hours. The Place Technology Conga technical team will commence efforts to address Level 2 problems within 8 Business Hours eight (8) business hours after You report such problem during Business Hours or Place Technology's Conga’s detection of such problem, whichever is earlier. Place Technology Conga will use commercially reasonable efforts, during normal Business Hours, to resolve or provide You with an acceptable solution for the Level 2 problem within 5 five (5) business days after You report such problem or Place Technology's Conga’s detection of such problem, whichever is earlier. . Level 3: A documented feature is impaired but does not prevent the use of a critical feature of Tier 1 function in the ServiceProduct Specifications. The Place Technology Conga support team will respond within 16 Business Hourssixteen (16) business hours. The Place Technology Conga technical team will commence efforts to address Level 3 problems within 3 three (3) business days after You report such problem during Business Hours or Place Technology's Conga’s detection of such problem, whichever is earlier. Place Technology Conga will use commercially reasonable efforts, during normal Business Hours, to resolve or provide You with an acceptable solution for the Level 3 problem within 60 sixty (60) calendar days after You report such problem or Place Technology's Conga’s detection of such problem, whichever is earlier. Level 4: A level 4 issue is a general usage question or issue that may be cosmetic in nature or documentation related. Conga software works without any functional limitation. The Conga support team will respond within sixteen (16) business hours. Enhancement Request (ER): An enhancement request is a request for future product enhancement or modification to add official support and documentation for unsupported, undocumented, or features that do not exist in the Conga software. The Conga support team will respond within sixteen (16) business hours. Response is limited to a Support representative triaging the request to provide feedback about possible workarounds and confirmation the enhancement request has been created. Conga will take ERs into consideration in the product management process, but has no obligation to deliver enhancements based on any ER. You acknowledge that the Service is dependent on Your implementation and configuration of the Service and the availability and performance of technology from third-party software and hardware vendors including but not limited to ▇▇▇▇▇▇▇▇▇▇.▇▇▇, Salesforce AppExchange products and custom applications, Microsoft, Google, and the providers of Internet browsers. Conga has no control over, and is not liable for, performance issues or downtime of the Service to the extent caused by such factors. Encryption Gateways and Associated Third Party Technologies. Encryption Gateways and associated third party technology that require any re-direction of Conga-to-Salesforce connections are not eligible for Support Services. You may utilize such encryption solutions solely at your own risk. In this Service Schedule, the term “Service” refers only to the following services offered by Conga: Composer, Conductor, Workflow, Courier, MailMerge, Ensemble, Harvester. If You are purchasing subscriptions to any of the Services, as indicated on the applicable Conga Order Form, then the terms of this Service Schedule apply to those Services. • The Conga Service is a hosted set of software solutions that generate custom documents, presentations and reports using data and template files stored in Your ▇▇▇▇▇▇▇▇▇▇.▇▇▇ instance, using Conga solutions created and implemented by You and executed by Your authorized ▇▇▇▇▇▇▇▇▇▇.▇▇▇ users. • All access and interactions between Your ▇▇▇▇▇▇▇▇▇▇.▇▇▇ Users, the Conga Service and Your ▇▇▇▇▇▇▇▇▇▇.▇▇▇ account are managed exclusively by You through Your ▇▇▇▇▇▇▇▇▇▇.▇▇▇ administration and security settings. • The Conga Service is hosted with Amazon Web Services located in the continental United States, and mirrored across multiple, geographically dispersed data centers for fault tolerance and business continuity purposes. 1 The Service 2 Your Responsibilities

Support Services and Problem Resolution. Support Services: If You have paid Place Technology Conga all applicable fees due, Place Technology Conga will provide Support Services to to: (a) for Services other than Novatus, Your administrator(s▇▇▇▇▇▇▇▇▇▇.▇▇▇ Administrator(s), and (b) for Novatus Services, 2 of Your authorized support representatives, in all cases during Business Hours in the English language. To receive Support Services, You must submit a case at may email ▇▇▇▇▇▇▇@▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇.▇▇▇▇ or telephone one of the Conga offices as listed on the Conga website Support page during the specified Business Hours for that office. Basic Support Services will be based on this Exhibit A unless paid support is subject to the specified allowance stated in an associated Order Form for the current subscription term. Basic support includes a total of two (2) hours of live support for the subscription term, if any. Problem Response and Resolution Place Technology Resolution: Conga will use commercially reasonable efforts to address Service Level Support Incidents in accordance with the schedule below. . Level 1: The Service is not available for use, including the failure of a critical any documented feature that is required to complete the generation of the Servicean output file. The Place Technology support team Conga will respond within 4 Business Hours. The Place Technology technical team will to and commence efforts to address Level 1 problems within 1 one (1) hour after Your report of such problem is received by Place Technology Conga or Place Technology's Conga’s detection of such problem, whichever is earlier. Place Technology Conga will use commercially reasonable efforts, 24 twenty-four (24) hours per day, 7 seven (7) days per week, to resolve or provide You with an acceptable work-around for the applicable Level 1 problem. Place Technology will keep You updated regularly on the progress of the resolution. . Level 2: A documented feature is not available but does not prevent the use generation of a critical feature of the Servicean output file. The Place Technology support team Conga will respond within 8 Business Hours. The Place Technology technical team will to and commence efforts to address Level 2 problems within 8 Business Hours eight (8) business hours after You report such problem during Business Hours or Place Technology's Conga’s detection of such problem, whichever is earlier. Place Technology Conga will use commercially reasonable efforts, during normal Business Hours, to resolve or provide You with an acceptable solution for the Level 2 problem within 5 five (5) business days after You report such problem or Place Technology's Conga’s detection of such problem, whichever is earlier. . Level 3: A documented feature is impaired but does not prevent the use generation of a critical feature of the Servicean output file. The Place Technology support team Conga will respond within 16 Business Hours. The Place Technology technical team will to and commence efforts to address Level 3 problems within 3 business days seventy- two (72) hours after You report such problem during Business Hours or Place Technology's Conga’s detection of such problem, whichever is earlier. Place Technology Conga will use commercially reasonable efforts, during normal Business Hours, to resolve or provide You with an acceptable solution for the Level 3 problem within 60 sixty (60) calendar days after You report such problem or Place Technology's Conga’s detection of such problem, whichever is earlier. You acknowledge that the Service is dependent on Your implementation and configuration of the Service and the availability and performance of technology from third-party software and hardware vendors including but not limited to ▇▇▇▇▇▇▇▇▇▇.▇▇▇, Salesforce AppExchange products and custom applications, Microsoft, Google, the providers of Internet browsers, providers of connectivity, and other third party providers. Conga has no control over, and is not liable for performance issues or downtime of the Service to the extent caused by such factors.

Support Services and Problem Resolution. If You you have paid Place Technology Squivr all applicable fees due, Place Technology Squivr will provide Support Services to Your administrator(s) during Business Hours in the English languageLanguage. To receive Support support Services, You must may submit a case at ▇▇▇▇▇▇▇@▇▇▇▇▇▇.▇▇▇. Support Services will be based on this Exhibit A. . Squivr, is a local application to ▇▇▇▇▇▇▇▇▇▇.▇▇▇. Basic Squivr does not have a separate Service hosted and or connected to ▇▇▇▇▇▇▇▇▇▇.▇▇▇. You acknowledge that the Service is dependent on Your implementation and configuration of the Service and the availability and performance of technology from third-party software and hardware vendors including but not limited to ▇▇▇▇▇▇▇▇▇▇.▇▇▇, Salesforce AppExchange products and custom applications, Microsoft, Google, and the providers of Internet browsers. Squivr has no control over, and is not liable for, performance issues or downtime of the Service to the extent caused by such factors. Encryption Gateways and associated third party technology that require any re-direction of Squivr-to-Salesforce connections are not eligible for Support. You may utilize such encryption solutions solely at your own risk. Standard Support is provided by Squivr for all Services will be based on this Exhibit A unless paid and includes 2 hours per year of support is stated in an associated Order Form for the current subscription term. Basic support includes a total of two (2) hours of live support for the subscription term. Problem Response and Resolution Place Technology will address Service Level Incidents in accordance with the schedule Response Times listed below. You may purchase Premium Support for an additional fee which includes up to 25 hours per year at expedited Response Times listed below. Level 1: The Service is not available for use, including the failure of a critical feature of the Service. The Place Technology support team will respond within 4 Business Hours. The Place Technology technical team will commence efforts to address Level 1 problems within 1 hour after Your report of such problem is received by Place Technology or Place Technology's detection of such problem, whichever is earlier. Place Technology will use commercially reasonable efforts, 24 hours per day, 7 days per week, to resolve or provide You with an acceptable work-around for the applicable Level 1 problem. Place Technology will keep You updated regularly on the progress of the resolution. Level 2: A documented feature is not available but does not prevent that prevents the use of a critical feature of Tier 1 function in the ServiceProduct Specifications. The Place Technology Squivr support team will respond within 8 Business Hours. The Place Technology Squivr technical team will commence efforts to address Level 2 1 problems within 8 Business Hours after You report such problem during Business Hours or Place Technology's Squivr detection of such problem, whichever is earlier. Place Technology The Squivr support team will respond within 4 Business Hours. The Squivr technical team will commence efforts to address Level 1 problems within 4 Business Hours after You report such problem during Business Hours or Squivr detection of such problem, whichever is earlier. Squivr will use commercially reasonable efforts, during normal Business Hours, to resolve or provide You with an acceptable solution for the Level 2 1 problem within 5 business days day after You report such problem or Place Technology's detection of such problem, whichever is earlier. Level 3: A documented feature is impaired but does not prevent the use of a critical feature of the Service. The Place Technology support team will respond within 16 Business Hours. The Place Technology technical team will commence efforts to address Level 3 problems within 3 business days after You report such problem during Business Hours or Place Technology's detection of such problem, whichever is earlier. Place Technology will use commercially reasonable efforts, during normal Business Hours, to resolve or provide You with an acceptable solution for the Level 3 problem within 60 calendar days after You report such problem or Place Technology's Squivr detection of such problem, whichever is earlier.

Support Services and Problem Resolution. If You have paid Place Technology Conga all applicable fees due, Place Technology Conga will provide Support Services to Your administrator(s) during Business Hours in the English language. To receive Support Services, You must may submit a case at ▇▇▇▇▇▇▇@://▇▇▇▇▇▇▇.▇▇▇▇▇▇▇▇.▇▇▇/Reference/Submit_Case_Form, telephone one of the Conga offices, or use Live Chat as listed on the Conga website Support page during the specified Business Hours for that office. Basic Support Services will be based on this Exhibit A unless paid support is stated in an associated Order Form or invoice for the current subscription term. Paid support plan descriptions are available here ▇▇▇▇▇://▇▇▇▇▇▇▇▇.▇▇▇/products/services/support-plans/. If you contact Conga outside of the Business Hours for Your region Conga may provide support from another region. Business Hours for You are determined by Your headquarters address provided by You to Conga. If 24/7 support is available to You it will be provided only through the telephone numbers below if outside of Business Hours. Telephone support numbers are used to submit cases on Your behalf and support is provided via a returned call from Conga’s support team. Basic support includes a total of two (2) 2 hours of live support for the subscription term. Telephone Support Numbers: Americas: ▇▇▇-▇▇▇-▇▇▇▇ EMEA: 44 (0) 203-608-0165 APAC: ▇▇-▇-▇▇▇▇-▇▇▇▇ Problem Response and Resolution Place Technology Conga will address Service Level Incidents in accordance with the schedule below. Problem Severity Level Response Time Resolution Time Level 1: The Service is not available for use, including the failure of any documented feature that is listed as a critical feature of Tier 1 function in the ServiceProduct Specifications. The Place Technology Conga support team will respond within 4 Business Hours. The Place Technology Conga technical team will commence efforts to address Level 1 problems within 1 hour after Your report of such problem is received by Place Technology Conga or Place Technology's Conga’s detection of such problem, whichever is earlier. Place Technology Conga will use commercially reasonable efforts, 24 hours per day, 7 days per week, to resolve or provide You with an acceptable work-around for the applicable Level 1 problem. Place Technology Conga will keep You updated regularly on the progress of the resolution. Level 2: A documented feature is not available but does not prevent the use of a critical feature of the Service. The Place Technology support team will respond within 8 Business Hours. The Place Technology technical team will commence efforts to address Level 2 problems within 8 Business Hours after You report such problem during Business Hours or Place Technology's detection of such problem, whichever is earlier. Place Technology will use commercially reasonable efforts, during normal Business Hours, to resolve or provide You with an acceptable solution for the Level 2 problem within 5 business days after You report such problem or Place Technology's detection of such problem, whichever is earlier. Level 3: A documented feature is impaired but does not prevent the use of a critical feature of the Service. The Place Technology support team will respond within 16 Business Hours. The Place Technology technical team will commence efforts to address Level 3 problems within 3 business days after You report such problem during Business Hours or Place Technology's detection of such problem, whichever is earlier. Place Technology will use commercially reasonable efforts, during normal Business Hours, to resolve or provide You with an acceptable solution for the Level 3 problem within 60 calendar days after You report such problem or Place Technology's detection of such problem, whichever is earlier.

Support Services and Problem Resolution. Support Services If You have paid Place Technology Conga all applicable fees due, Place Technology Conga will provide Support Services to Your administrator(sAdministrator(s) during Business Hours in the English language. To receive Support Services, You must may submit a case at ▇▇▇▇://▇▇▇▇▇▇▇.▇▇▇▇▇▇▇▇.▇▇▇/Reference/Submit_Case_Form, email ▇▇▇▇▇▇▇@▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇.▇▇▇, telephone one of the Conga offices, or use Live Chat as listed on the Conga website Support page during the specified Business Hours for that office. Basic Support Services will be based on this Exhibit A unless paid support is subject to the specified allowance stated in an associated Order Form quote or invoice for the current subscription term, if any. Basic support includes a total of two Telephone Numbers: Americas: ▇▇▇-▇▇▇-▇▇▇▇ EMEA: 44 (20) hours of live support for the subscription term. 203-608-0165 APAC: ▇▇-▇-▇▇▇▇-▇▇▇▇ Problem Response and Resolution Place Technology Conga will use commercially reasonable efforts to address Service Level Incidents in accordance with the schedule below. Problem Severity Level Response Time Resolution Time Level 1: The Service is not available for use, including the failure of a critical feature of the Service. The Place Technology Conga support team will respond within 4 Business Hoursfour (4) business Conga will use commercially reasonable efforts, twenty-four (24) including the failure of any documented feature that listed as a Tier 1 function in the Product Specifications. hours. The Place Technology Conga technical team will commence efforts to address Level 1 problems within 1 one (1) hour after Your report of such problem is received by Place Technology Conga or Place Technology's Conga’s detection of such problem, whichever is earlier. Place Technology will use commercially reasonable efforts, 24 hours per day, 7 seven (7) days per week, to resolve or provide You with an acceptable work-around for the applicable Level 1 problem. Place Technology Conga will keep You updated regularly on the progress of the resolution. . Level 2: A documented feature is not available but does not prevent the use of a critical feature of Tier 1 function in the ServiceProduct Specifications. The Place Technology Conga support team will respond within 8 Business Hourseight (8) business hours. The Place Technology Conga technical team will commence efforts to address Level 2 problems within 8 Business Hours eight (8) business hours after You report such problem during Business Hours or Place Technology's Conga’s detection of such problem, whichever is earlier. Place Technology Conga will use commercially reasonable efforts, during normal Business Hours, to resolve or provide You with an acceptable solution for the Level 2 problem within 5 five (5) business days after You report such problem or Place Technology's Conga’s detection of such problem, whichever is earlier. . Level 3: A documented feature is impaired but does not prevent the use of a critical feature of Tier 1 function in the ServiceProduct Specifications. The Place Technology Conga support team will respond within 16 Business Hourssixteen (16) business hours. The Place Technology Conga technical team will commence efforts to address Level 3 problems within 3 three (3) business days after You report such problem during Business Hours or Place Technology's Conga’s detection of such problem, whichever is earlier. Place Technology Conga will use commercially reasonable efforts, during normal Business Hours, to resolve or provide You with an acceptable solution for the Level 3 problem within 60 sixty (60) calendar days after You report such problem or Place Technology's Conga’s detection of such problem, whichever is earlier. Level 4: A level 4 issue is a general usage question or issue that may be cosmetic in nature or documentation related. Conga software works without any functional limitation. The Conga support team will respond within sixteen (16) business hours. Enhancement Request (ER): An enhancement request is a request for future product enhancement or modification to add official support and documentation for unsupported, undocumented, or features that do not exist in the Conga software. The Conga support team will respond within sixteen (16) business hours. Response is limited to a Support representative triaging the request to provide feedback about possible workarounds and confirmation the enhancement request has been created. Conga will take ERs into consideration in the product management process, but has no obligation to deliver enhancements based on any ER. You acknowledge that the Service is dependent on Your implementation and configuration of the Service and the availability and performance of technology from third-party software and hardware vendors including but not limited to ▇▇▇▇▇▇▇▇▇▇.▇▇▇, Salesforce AppExchange products and custom applications, Microsoft, Google, and the providers of Internet browsers. Conga has no control over, and is not liable for, performance issues or downtime of the Service to the extent caused by such factors. Encryption Gateways and Associated Third Party Technologies. Encryption Gateways and associated third party technology that require any re-direction of Conga-to-Salesforce connections are not eligible for Support Services. You may utilize such encryption solutions solely at your own risk. In this Service Schedule, the term “Service” refers only to the following services offered by Conga: Composer, Conductor, Workflow, Courier, MailMerge, Ensemble, Harvester, Conga Contracts. If You are purchasing subscriptions to any of the Services, as indicated on the applicable Conga Order Form, then the terms of this Service Schedule apply to those Services. • The Conga Service is a hosted set of software solutions that generate custom documents, presentations and reports using data and template files stored in Your ▇▇▇▇▇▇▇▇▇▇.▇▇▇ instance, using Conga solutions created and implemented by You and executed by Your authorized ▇▇▇▇▇▇▇▇▇▇.▇▇▇ users. • All access and interactions between Your ▇▇▇▇▇▇▇▇▇▇.▇▇▇ Users, the Conga Service and Your ▇▇▇▇▇▇▇▇▇▇.▇▇▇ account are managed exclusively by You through Your ▇▇▇▇▇▇▇▇▇▇.▇▇▇ administration and security settings. • The Conga Service is hosted with Amazon Web Services located in the continental United States, and mirrored across multiple, geographically dispersed data centers for fault tolerance and business continuity purposes. 1 The Service 2 Your Responsibilities

Support Services and Problem Resolution. Support Services If You have paid Place Technology Conga all applicable fees due, Place Technology Conga will provide Support Services to Your administrator(sAdministrator(s) during Business Hours in the English language. To receive Support Services, You must may submit a case at ▇▇▇▇://▇▇▇▇▇▇▇.▇▇▇▇▇▇▇▇.▇▇▇/Reference/Submit_Case_Form, email ▇▇▇▇▇▇▇@▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇.▇▇▇, telephone one of the Conga offices, or use Live Chat as listed on the Conga website Support page during the specified Business Hours for that office. Basic Support Services will be based on this Exhibit A unless paid support is subject to the specified allowance stated in an associated Order Form quote or invoice for the current subscription term, if any. Basic support includes a total of two Telephone Numbers: Americas: ▇▇▇-▇▇▇-▇▇▇▇ EMEA: 44 (20) hours of live support for the subscription term. 203-608-0165 APAC: ▇▇-▇-▇▇▇▇-▇▇▇▇ Problem Response and Resolution Place Technology Conga will use commercially reasonable efforts to address Service Level Incidents in accordance with the schedule below. Problem Severity Level Response Time Resolution Time Level 1: The Service is not available for use, including the failure of a critical feature of the Service. The Place Technology Conga support team will respond within 4 Business Hoursfour (4) business Conga will use commercially reasonable efforts, twenty-four (24) including the failure of any documented feature that listed as a Tier 1 function in the Product Specifications. hours. The Place Technology Conga technical team will commence efforts to address Level 1 problems within 1 one (1) hour after Your report of such problem is received by Place Technology Conga or Place Technology's Conga’s detection of such problem, whichever is earlier. Place Technology will use commercially reasonable efforts, 24 hours per day, 7 seven (7) days per week, to resolve or provide You with an acceptable work-around for the applicable Level 1 problem. Place Technology Conga will keep You updated regularly on the progress of the resolution. . Level 2: A documented feature is not available but does not prevent the use of a critical feature of Tier 1 function in the ServiceProduct Specifications. The Place Technology Conga support team will respond within 8 Business Hourseight (8) business hours. The Place Technology Conga technical team will commence efforts to address Level 2 problems within 8 Business Hours eight (8) business hours after You report such problem during Business Hours or Place Technology's Conga’s detection of such problem, whichever is earlier. Place Technology Conga will use commercially reasonable efforts, during normal Business Hours, to resolve or provide You with an acceptable solution for the Level 2 problem within 5 five (5) business days after You report such problem or Place Technology's Conga’s detection of such problem, whichever is earlier. . Level 3: A documented feature is impaired but does not prevent the use of a critical feature of Tier 1 function in the ServiceProduct Specifications. The Place Technology Conga support team will respond within 16 Business Hourssixteen (16) business hours. The Place Technology Conga technical team will commence efforts to address Level 3 problems within 3 three (3) business days after You report such problem during Business Hours or Place Technology's Conga’s detection of such problem, whichever is earlier. Place Technology Conga will use commercially reasonable efforts, during normal Business Hours, to resolve or provide You with an acceptable solution for the Level 3 problem within 60 sixty (60) calendar days after You report such problem or Place Technology's Conga’s detection of such problem, whichever is earlier. Level 4: A level 4 issue is a general usage question or issue that may be cosmetic in nature or documentation related. Conga software works without any functional limitation. The Conga support team will respond within sixteen (16) business hours. Enhancement Request (ER): An enhancement request is a request for future product enhancement or modification to add official support and documentation for unsupported, undocumented, or features that do not exist in the Conga software. The Conga support team will respond within sixteen (16) business hours. Response is limited to a Support representative triaging the request to provide feedback about possible workarounds and confirmation the enhancement request has been created. Conga will take ERs into consideration in the product management process, but has no obligation to deliver enhancements based on any ER. You acknowledge that the Service is dependent on Your implementation and configuration of the Service and the availability and performance of technology from third-party software and hardware vendors including but not limited to ▇▇▇▇▇▇▇▇▇▇.▇▇▇, Salesforce AppExchange products and custom applications, Microsoft, Google, and the providers of Internet browsers. Conga has no control over, and is not liable for, performance issues or downtime of the Service to the extent caused by such factors. Encryption Gateways and Associated Third Party Technologies. Encryption Gateways and associated third party technology that require any re-direction of Conga-to-Salesforce connections are not eligible for Support Services. You may utilize such encryption solutions solely at your own risk. In this Service Schedule, the term “Service” refers only to the following services offered by Conga: Composer, Conductor, Workflow, Courier, MailMerge, Ensemble, Harvester, Conga Contracts. If You are purchasing subscriptions to any of the Services, as indicated on the applicable Conga Order Form, then the terms of this Service Schedule apply to those Services.  The Conga Service is a hosted set of software solutions that generate custom documents, presentations and reports using data and template files stored in Your ▇▇▇▇▇▇▇▇▇▇.▇▇▇ instance, using Conga solutions created and implemented by You and executed by Your authorized ▇▇▇▇▇▇▇▇▇▇.▇▇▇ users.  All access and interactions between Your ▇▇▇▇▇▇▇▇▇▇.▇▇▇ Users, the Conga Service and Your ▇▇▇▇▇▇▇▇▇▇.▇▇▇ account are managed exclusively by You through Your ▇▇▇▇▇▇▇▇▇▇.▇▇▇ administration and security settings.  The Conga Service is hosted with Amazon Web Services located in the continental United States, and mirrored across multiple, geographically dispersed data centers for fault tolerance and business continuity purposes. 1 The Service 2 Your Responsibilities