Common use of Customer Hosted Software Clause in Contracts

Customer Hosted Software. There are two types of Support Offerings for Customer Hosted Software licensed on a perpetual basis: Standard and Premier. Customer Hosted Software licensed on a subscription basis includes Premier Support. For the Engage software solution, Vocera offers Premier Support but not Standard Support. Table 2.1 details the differences between the Standard and Premier Support. The Quote for the Support Offering will list the service level provided. End User may change End User’s Support Offering the next time End User either purchases a renewal Support term or increases the number of perpetual user licenses. Table 2.1: Customer Hosted Software Support Offering Details Support Offering / Service Level Standard Premier Type of license: Perpetual Term Available Available Type of license: Subscription Term Not Available Included Software Maintenance Software Updates Software Updates Technical Support Incidents Unlimited Unlimited Support Availability (Telephone and Email) All severities: 8am – 5pm in End User’s time zone excluding weekends and holidays Severity 1: 24 hour, 7 Day, 365 Days; Severities 2-3: 8am – 5pm in End User’s time zone, excluding weekends and holidays Number of Designated Support Contacts 2 to 3 2 to 5 Number of Designated RMA Contacts Up to 1 Up to 1 per site Vocera Support Web Access 24 hour, 7 Day, 365 Days Telephone Support Numbers See xxx.xxxxxx.xxx/xxxxxxxxx-xxxxxxx Email Support Address xxxxxxx@xxxxxx.xxx Web Support URL xxx.xxxxxx.xxx/xxxxxxx

Customer Hosted Software. There are two types of Support Offerings for Customer Hosted Software licensed on a perpetual basis: Standard and Premier. Customer Hosted Software licensed on a subscription basis includes Premier Support. For the Engage software solution, Vocera offers Premier Support but not Standard Support. Table 2.1 details the differences between the Standard and Premier Support. The Quote for the Support Offering will list the service level provided. End User may change End User’s Support Offering the next time End User either purchases a renewal Support term or increases the number of perpetual user licenses. Table 2.1: Customer Hosted Software Support Offering Details Support Offering / Service Level Standard Premier Type of license: Perpetual Term Available Available Type of license: Subscription Term Not Available Included Software Maintenance Software Updates Software Updates Technical Support Incidents Unlimited Unlimited Support Availability (Telephone and Email) All severities: 8am – 5pm in End User’s time zone (PT, MT, CT, ET, GMT), excluding U.S. weekends and holidays Severity 1: 24 hour, 7 Day, 365 Days; Severities 2-3: 8am – 5pm in End User’s time zone, excluding U.S. weekends and holidays Number of Designated Support Contacts 2 to 3 2 to 5 Number of Designated RMA Contacts Up to 1 Up to 1 per site Vocera Support Web Access 24 hour, 7 Day, 365 Days Telephone Support Numbers See xxx.xxxxxx.xxx/xxxxxxxxx-xxxxxxx Email Support Address xxxxxxx@xxxxxx.xxx Web Support URL xxx.xxxxxx.xxx/xxxxxxx

Customer Hosted Software. There are two types of Support Offerings for Customer Hosted Software licensed on a perpetual basis: Standard and Premier. Customer Hosted Software licensed on a subscription basis includes Premier Support. For the Engage software solution, Vocera offers Premier Support but not Standard Support. Table 2.1 details the differences between the Standard and Premier Support. The Quote for the Support Offering will list the service level provided. End User may change End User’s Support Offering the next time End User either purchases a renewal Support term or increases the number of perpetual user licenses. Table 2.1: Customer Hosted Software Support Offering Details Support Offering / Service Level Standard Premier Type of license: Perpetual Term Available Available Type of license: Subscription Term Not Available Included Software Maintenance Software Updates Software Updates Technical Support Incidents Unlimited Unlimited Support Availability (Telephone and Email) All severities: 8am – 5pm in End User’s time zone (GMT), excluding weekends and holidays Severity 1: 24 hour, 7 Day, 365 Days; Severities 2-3: 8am – 5pm in (GMT)in End User’s time zone, excluding U.S. weekends and holidays Number of Designated Support Contacts 2 to 3 2 to 5 Number of Designated RMA Contacts Up to 1 Up to 1 per site Vocera Support Web Access 24 hour, 7 Day, 365 Days Telephone Support Numbers See xxx.xxxxxx.xxx/xxxxxxxxx-xxxxxxx +00 0000 000 0000 Email Support Address xxxxxxx@xxxxxx.xxx Web Support URL xxx.xxxxxx.xxx/xxxxxxx

Customer Hosted Software. There are two types of Support Offerings for Customer Hosted Software licensed on a perpetual basis: Standard and Premier. Customer Hosted Software licensed on a subscription basis includes Premier Support. For the Engage software solution, Vocera offers Premier Support but not Standard Support. Table 2.1 details the differences between the Standard and Premier Support. The Quote for the Support Offering will list the service level provided. End User may change End User’s Support Offering the next time End User either purchases a renewal Support term or increases the number of perpetual user licenses. Table 2.1: Customer Hosted Software Support Offering Details Support Offering / Service Level Standard Premier Type of license: Perpetual Term Available Available Type of license: Subscription Term Not Available Included Software Maintenance Software Updates Software Updates Technical Support Incidents Unlimited Unlimited Support Availability (Telephone and Email) All severities: 8am – 5pm in End User’s time zone excluding weekends and holidays Severity 1: 24 hour, 7 Day, 365 Days; Severities 2-3: 8am – 5pm in End User’s time zone, excluding weekends and holidays Number of Designated Support Contacts 2 to 3 2 to 5 Number of Designated RMA Contacts Up to 1 Up to 1 per site Vocera Support Web Access 24 hour, 7 Day, 365 Days Telephone Support Numbers See xxx.xxxxxx.xxx/xxxxxxxxx-xxxxxxx xxxxx://xxx.xxxxxxx.xxx/us/en/acute-care/vocera/support.html Email Support Address xxxxxxx@xxxxxx.xxx xxxxxxxxx@xxxxxxx.xxx Web Support URL xxx.xxxxxx.xxx/xxxxxxxxxxxx://xxx.xxxxxxx.xxx/us/en/acute-care/vocera/support.html

Customer Hosted Software. There are two types of Support Offerings for Customer Hosted Software licensed on a perpetual basis: Standard and Premier. Customer Hosted Software licensed on a subscription basis includes Premier Support. For the Engage software solution, Vocera offers Premier Support but not Standard Support. Table 2.1 details the differences between the Standard and Premier Support. The Quote for the Support Offering will list the service level provided. End User may change End User’s Support Offering the next time End User either purchases a renewal Support term or increases the number of perpetual user licenses. Table 2.1: Customer Hosted Software Support Offering Details Support Offering / Service Level Standard Premier Type of license: Perpetual Term Available Available Type of license: Subscription Term Not Available Included Software Maintenance Software Updates Software Updates Technical Support Incidents Unlimited Unlimited Support Availability (Telephone and Email) All severities: 8am – 5pm in End User’s time zone (PT, MT, CT, ET, GMT), excluding U.S. weekends and holidays Severity 1: 24 hour, 7 Day, 365 Days; Severities 2-3: 8am – 5pm in End User’s time zone, excluding U.S. weekends and holidays Number of Designated Support Contacts 2 to 3 2 to 5 Number of Designated RMA Contacts Up to 1 Up to 1 per site Vocera Support Web Access 24 hour, 7 Day, 365 Days Telephone Support Numbers See xxx.xxxxxx.xxx/xxxxxxxxx-xxxxxxx Email Support Address xxxxxxx@xxxxxx.xxx xxxxxxxxx@xxxxxxx.xxx Web Support URL xxx.xxxxxx.xxx/xxxxxxx

Customer Hosted Software. There are two types of Support Offerings for Customer Hosted Software licensed on a perpetual basis: Standard and Premier. Customer Hosted Software licensed on a subscription basis includes Premier Support. For the Engage software solution, Vocera offers Premier Support but not Standard Support. Table 2.1 details the differences between the Standard and Premier Support. The Quote for the Support Offering will list the service level provided. End User may change End User’s Support Offering the next time End User either purchases a renewal Support term or increases the number of perpetual user licenses. Table 2.1: Customer Hosted Software Support Offering Details Support Offering / Service Level Standard Premier Type of license: Perpetual Term Available Available Type of license: Subscription Term Not Available Included Software Maintenance Software Updates Software Updates Technical Support Incidents Unlimited Unlimited Support Availability (Telephone and Email) All severities: 8am – 5pm in End User’s time zone zone, excluding weekends and holidays Severity 1: 24 hour, 7 Day, 365 Days; Severities 2-3: 8am – 5pm in End User’s time zone, excluding U.S. weekends and holidays Number of Designated Support Contacts 2 to 3 2 to 5 Number of Designated RMA Contacts Up to 1 Up to 1 per site Vocera Support Web Access 24 hour, 7 Day, 365 Days Telephone Support Numbers See xxx.xxxxxx.xxx/xxxxxxxxx-xxxxxxx +00 0000 000 0000 Email Support Address xxxxxxx@xxxxxx.xxx Web Support URL xxx.xxxxxx.xxx/xxxxxxx