Common use of Web Support Clause in Contracts

Web Support. Get answers to common questions with advanced FAQs, technical documentation, firmware and software upgrade notifications, and advanced knowledgebase access. • REDUCED TOTAL COST OF OWNERSHIP – Discount on out-of-warranty BENEFITS • SOFTWARE NOTIFICATIONS AND UPDATES – Receive priority access to software maintenance notifications and updates to ensure your product has the latest and greatest features. • GUARANTEED PROTECTION – Enablence provides a bank of professional support hours to support advanced training, preventative maintenance and to protect you against the unexpected. ENABLENCE SERVICE LEVEL AGREEMENT FEATURES AND OFFERS OUTLINE SERVICE LEVEL AGREEMENT FEATURES Warranty Service Level Agreements Standard Warranty Extended Warranty Silver SLA Gold SLA Gold SLA-LTS Platinum SLA Technical Support 12 hrs x 5 days x next business day (8 AM - 8PM EST) Technical Phone/Email Support √ √ √ √ √ 24 hrs x 7 days - Technical Phone Support - After-hours Emergency Support. Emergency Support = major system outage across multiple product(s). √ √ √ √ √ 24 hrs x 7 days - After-hours technical phone support. Provides technical assistance for non-emergency situations. √ √ √ Remote Log-in Support √ √ √ Software Support Patch Release (bug fixes) √ √ √ √ √ Update Release (features) √ √ √ Releases outside of planned release schedule √ √ √ Remote SW upgrade assistance. Calls taking more than 30 minutes relating to SW/System updates will be considered remote commissioning services [5] √ √ √ Remote Product set-up/re-commissioning. Calls taking more than 30 minutes relating to product configurations/set-up will be considered remote commissioning services [5] √ Remote SW upgrade installation. Entails preparing system for SW upgrade, ensure alignment of all SW/HW elements, assist with new software installation. Up to 24 hours. [6] √ Web Portal

Web Support. Get answers to common questions with advanced FAQs, technical documentation, firmware and software upgrade notifications, and advanced knowledgebase access. • REDUCED TOTAL COST OF OWNERSHIP – Discount on out-of-warranty BENEFITS • SOFTWARE NOTIFICATIONS AND UPDATES – Receive priority access to software maintenance notifications and updates to ensure your product has the latest and greatest features. • GUARANTEED PROTECTION – Enablence provides a bank of professional support hours to support advanced training, preventative maintenance and to protect you against the unexpected. ENABLENCE SERVICE LEVEL AGREEMENT FEATURES AND OFFERS OUTLINE SERVICE LEVEL AGREEMENT FEATURES Warranty Service Level Agreements Standard Warranty Extended Warranty Silver SLA Silver SLA-LTS Gold SLA Gold SLA-LTS Platinum SLA Technical Support 12 hrs x 5 days x next business day (8 AM - 8PM EST) Technical Phone/Email Support √ √ √ √ √ √ 24 hrs x 7 days - Technical Phone Support - After-hours Emergency Support. Emergency Support = major system outage across multiple product(s). √ √ √ √ √ 24 hrs x 7 days - After-hours technical phone support. Provides technical assistance for non-emergency situations. √ √ √ Remote Log-in Support √ √ √ √ Software Support Patch Release (bug fixes) √ √ √ √ √ Update Release (features) √ √ √ Releases outside of planned release schedule √ √ √ Remote SW upgrade assistance. Calls taking more than 30 minutes relating to SW/System updates will be considered remote commissioning services [5] √ √ √ Remote Product set-up/re-commissioning. Calls taking more than 30 minutes relating to product configurations/set-up will be considered remote commissioning services [5] √ Remote SW upgrade installation. Entails preparing system for SW upgrade, ensure alignment of all SW/HW elements, assist with new software installation. Up to 24 hours. [6] √ Web Portal