Common use of INCLUSIONS AND EXCLUSIONS Clause in Contracts

INCLUSIONS AND EXCLUSIONS. 5.1 The following Support Case types are INCLUDED in the Support described in this Appendix (“Support”): 5.1.1 “Break Fix Support”. a) Emergency support inquiries for system-down or critical problem diagnosis and resolution; b) Correcting errors or other problems in the Products in an appropriate time, or issuing instructions to Client’s designated contacts as to how to resolve the problem in order to resume operation of the Products to operate in a manner reasonably satisfactory to Client until the problem can be fully corrected by PA. 5.1.2 “How-To Support” questions regarding user or administration application functionality and usability. Examples include: where to find features, minor task instruction, and functionality clarification. 5.2 The following list of activities, which is not exhaustive, are EXCLUDED from the scope of Support: 5.2.1 Support for Customisations developed by PA. 5.2.2 Problems arising from Client performed installations or upgrades where PA did not sign- off on the installation or upgrade. a) PA will not provide Support for Products implemented or upgraded without the assistance of PA b) PA Professional Services may be engaged by Client to participate in any resulting clean-up activities arising. 5.2.3 Problems arising from data imports or data conversions.

INCLUSIONS AND EXCLUSIONS. 5.1 The following Support Case types are INCLUDED in the Support Services described in this Appendix (“Support”):Appendix: 5.1.1 “Break Fix Support”. a) Emergency support inquiries for system-down or critical problem diagnosis and resolution; b) Correcting errors Errors or other problems in the Products in an appropriate time, or issuing instructions to Client’s designated contacts as to how to resolve the problem in order to resume operation of the Products to operate in a manner reasonably satisfactory to Client until the problem can be fully corrected by PA. 5.1.2 “How-To Support” questions regarding user or administration application functionality and usability. Examples include: where to find features, minor task instruction, and functionality clarification. 5.2 The following list of activities, which is not exhaustive, are EXCLUDED from the scope of Support: 5.2.1 Support for Customisations developed by PA. 5.2.2 Problems arising from Client Client-performed installations or upgrades where PA did not sign- sign-off on the installation or upgrade. a) PA will not provide Support for Products implemented or upgraded without the assistance of PA b) PA Professional Services may be engaged by Client to participate in any resulting clean-up cleanup activities arising. 5.2.3 Problems arising from data imports or data conversions.

INCLUSIONS AND EXCLUSIONS. 5.1 The following Support Case types are INCLUDED in the Support Services described in this Appendix (“Support”):Appendix: 5.1.1 “Break Fix Support”. a) Emergency support inquiries for system-down or critical problem diagnosis and resolution; b) Correcting errors Errors or other problems in the Products in an appropriate time, or issuing instructions to Client’s designated contacts as to how to resolve the problem in order to resume operation of the Products to operate in a manner reasonably satisfactory to Client until the problem can be fully corrected by PA. 5.1.2 “How-To Support” questions regarding user or administration application functionality and usability. Examples include: where to find features, minor task instruction, and functionality clarification. 5.2 The following list of activities, which is not exhaustive, are EXCLUDED from the scope of Support: : 5.2.1 Support for Customisations Customizations developed by PA. . 5.2.2 Problems arising from Client Client-performed installations or upgrades where PA did was not sign- off on engaged to perform the installation or upgrade. a) PA will not provide Support for Products not implemented or upgraded without the assistance of by PA b) PA Professional Services may be engaged by will not provide Support for Products where the Client or any other third party has modified any code or any stored procedures or other data tables or structure bypass the PA approved data integration methods to participate in any resulting clean-up activities arisinginsert data into database tables without the prior written consent from PA. 5.2.3 Problems arising from data imports or data conversions.

INCLUSIONS AND EXCLUSIONS. 5.1 The following Support Case types are INCLUDED in the Support Services described in this Appendix (“Support”):Appendix: 5.1.1 “Break Fix Support”. a) Emergency support inquiries for system-down or critical problem diagnosis and resolution; b) Correcting errors Errors or other problems in the Products in an appropriate time, or issuing instructions to Client’s designated contacts as to how to resolve the problem in order to resume operation of the Products to operate in a manner reasonably satisfactory to Client until the problem can be fully corrected by PA. 5.1.2 “How-To Support” questions regarding user or administration application functionality and usability. Examples include: where to find features, minor task instruction, and functionality clarification. 5.2 The following list of activities, which is not exhaustive, are EXCLUDED from the scope of Support: 5.2.1 Support for Customisations Customizations developed by PA. . 5.2.2 Problems arising from Client Client-performed installations or upgrades where PA did was not sign- off on engaged to perform the installation or upgrade. a) PA will not provide Support for Products implemented or upgraded without the assistance of by PA b) PA Professional Services may be engaged by will not provide Support for Products where the Client or any other third party has modified any code or any stored procedures or other data tables or structure bypass the PA approved data integration methods to participate in any resulting clean-up activities arising. insert data into database tables without the prior written consent from PA.‌ 5.2.3 Problems arising from data imports or data conversions.

INCLUSIONS AND EXCLUSIONS. 5.1 The following Support Case types are INCLUDED in the Support Services described in this Appendix (“Support”):Appendix: 5.1.1 “Break Fix Support”. a) Emergency support inquiries for system-down or critical problem diagnosis and resolution; b) Correcting errors Errors or other problems in the Products in an appropriate time, or issuing instructions to Client’s designated contacts as to how to resolve the problem in order to resume operation of the Products to operate in a manner reasonably satisfactory to Client until the problem can be fully corrected by PA. 5.1.2 “How-To Support” questions regarding user or administration application functionality and usability. Examples include: where to find features, minor task instruction, and functionality clarification. 5.2 The following list of activities, which is not exhaustive, are EXCLUDED from the scope of Support: 5.2.1 Support for Customisations Customizations developed by PA. 5.2.2 Problems arising from Client Client-performed installations or upgrades where PA did not sign- sign-off on the installation or upgrade. a) PA will not provide Support for Products implemented or upgraded without the assistance of PA PA b) PA Professional Services may be engaged by Client to participate in any resulting clean-up cleanup activities arising. c) PA will not provide Support for Products where the Client or any other third party has modified any code or any stored procedures without the written consent from PA. 5.2.3 Problems arising from data imports or data conversions.

INCLUSIONS AND EXCLUSIONS. 5.1 The following Support Case types are INCLUDED in the Support Services described in this Appendix (“Support”):Appendix: 5.1.1 “Break Fix Support”. a) Emergency support inquiries for system-down or critical problem diagnosis and resolution; b) Correcting errors Errors or other problems in the Products in an appropriate time, or issuing instructions to Client’s designated contacts as to how to resolve the problem in order to resume operation of the Products to operate in a manner reasonably satisfactory to Client until the problem can be fully corrected by PA. 5.1.2 “How-To Support” questions regarding user or administration application functionality and usability. Examples include: where to find features, minor task instruction, and functionality clarification. 5.2 The following list of activities, which is not exhaustive, are EXCLUDED from the scope of Support: 5.2.1 Support for Customisations Customizations developed by PA. . 5.2.2 Problems arising from Client Client-performed installations or upgrades where PA did was not sign- off on engaged to perform the installation or upgrade. a) PA will not provide Support for Products not implemented or upgraded without the assistance of by PA b) PA Professional Services may be engaged by will not provide Support for Products where the Client or any other third party has modified any code or any stored procedures or other data tables or structure bypass the PA approved data integration methods to participate in any resulting clean-up activities arisinginsert data into database tables without the prior written consent from PA. 5.2.3 Problems arising from data imports or data conversions.

INCLUSIONS AND EXCLUSIONS. 5.1 The following Support Case types are INCLUDED in the Support Services described in this Appendix (“Support”):Appendix: 5.1.1 “Break Fix Support”. a) Emergency support inquiries for system-down or critical problem diagnosis and resolution; b) Correcting errors Errors or other problems in the Products in an appropriate time, or issuing instructions to Client’s designated contacts as to how to resolve the problem in order to resume operation of the Products to operate in a manner reasonably satisfactory to Client until the problem can be fully corrected by PA. 5.1.2 “How-To Support” questions regarding user or administration application functionality and usability. Examples include: where to find features, minor task instruction, and functionality clarification. 5.2 The following list of activities, which is not exhaustive, are EXCLUDED from the scope of Support: 5.2.1 Support for Customisations Customizations developed by PA. 5.2.2 Problems arising from Client Client-performed installations or upgrades where PA did not sign- didnot sign-off on the installation or upgrade. a) PA will not provide Support for Products implemented or upgraded without the assistance of PA b) PA Professional Services may be engaged by Client to participate in any resulting clean-up cleanup activities arising. 5.2.3 Problems arising from data imports or data conversions.