Common use of Service Plans and Availability Clause in Contracts

Service Plans and Availability. 3.1 All service/support shall be provided in English unless Customer makes arrangements with Service Provider to receive service/support in an alternate language. Service Provider does not guarantee the availability of service/support in any language other than English. 3.2 There are three levels of Service Plan available from Service Provider. Each coverage level provides a specific level of support service, as defined below. Customer has selected one of the Service Plan as provided in the Order Form and only its Service Scope as described below is provided by Service Provider under this SLA. Remote Support Email support; live screen sharing; help section Phone support; email support; live screen sharing; help section Phone support; email support; live screen sharing; help section Dedicated CSM N/A Included Included Service Window Monday - Friday, 9 AM-6 PM Monday - Friday, 9 AM-6 PM Monday AM-6 PM - Friday, 9 Response Time 1 Business Day 6 Business Hours 3 Business Hours Review Sessions 1 x Per Year request) (upon 2 x Per Year request) (upon 4 x Per Year (upon request) On-site Support Hours for GPS Events No On-site Support hours included; On-site Support hours available for purchase at US$200/Hour, £100/ Hour, €125/Hour 2 On-site Support hours included; additional On-site Support hours available for purchase at US$200/Hour, £100/ Hour, €125/Hour 4 On-site Support hours included; additional On-site Support hours available for purchase at US$200/Hour, £100/ Hour, €125/Hour Online Support/Training No Training hours included; Training hours available for purchase at US$200/Hour, £100/ Hour, €125/Hour 6 Hours included; additional Training hours available for purchase at US$200/Hour, £100/ Hour, €125/Hour 9 Hours included; additional Training hours available for purchase at US$200/Hour, £100/ Hour, €125/Hour Discover Setup N/A 1 Brand 2 Brands Maintenance Included Included Included Backups Daily Data Backups Daily Data Backups Daily Data Backups System Updates Included Included Included PRICING Included packages with all Provided Form in the Order Provided in the Order Form

Service Plans and Availability. 3.1 All service/support shall be provided in English unless Customer makes arrangements with Service Provider to receive service/support in an alternate language. Service Provider does not guarantee the availability of service/support in any language other than English. 3.2 There are three levels of Service Plan available from Service Provider. Each coverage level provides a specific level of support service, as defined below. Customer has selected one of the Service Plan as provided in the Order Form and only its Service Scope as described below is provided by Service Provider under this SLA. Remote Support Email support; live screen sharing; help section Phone support; email support; live screen sharing; help section Phone support; email support; live screen sharing; help section Dedicated CSM N/A Included Included Service Window Monday - Friday, 9 AM-6 PM Monday - Friday, 9 AM-6 PM Monday AM-6 PM - Friday, 9 Response Time 1 Business Day 6 Business Hours 3 Business Hours Review Sessions 1 x Per Year request) Year (upon 2 x Per Year request) Year (upon 4 x Per Year (upon request) On-site Support Hours for GPS Events No On-site Support hours included; On-site Support hours available for purchase at US$200/Hour, £100/ Hour, €125/Hour 2 On-site Support hours included; additional On-site Support hours available for purchase at US$200/Hour, £100/ Hour, €125/Hour 4 On-site Support hours included; additional On-site Support hours available for purchase at US$200/Hour, £100/ Hour, €125/Hour Online Support/Training No Training hours included; Training hours available for purchase at US$200/Hour, £100/ Hour, €125/Hour 6 Hours included; additional Training hours available for purchase at US$200/Hour, £100/ Hour, €125/Hour 9 Hours included; additional Training hours available for purchase at US$200/Hour, £100/ Hour, €125/Hour Discover Setup N/A 1 Brand 2 Brands Maintenance Included Included Included Backups Daily Data Backups Daily Data Backups Daily Data Backups System Updates Included Included Included PRICING Included packages with all Provided Form in the Order Provided in the Order Form

Service Plans and Availability. 3.1 3.1. All service/support shall be provided in English unless Customer makes arrangements with Service Provider to receive service/support in an alternate language. Service Provider does not guarantee the availability of service/support in any language other than English. 3.2 3.2. There are three levels of Service Plan available from Service Provider. Each coverage level provides a specific level of support service, as defined below. Customer has selected one of the Service Plan as provided in the Order Form and only its Service Scope as described below is provided by Service Provider under this SLA. FEATURE GEEK GURU GENIUS Remote Support Email support; live screen sharing; help section Phone support; email support; live screen sharing; help section Phone support; email support; live screen sharing; help section Dedicated CSM N/A Included Included Service Window Monday - – Friday, 9 AM-6 PM Monday - – Friday, 9 AM-6 PM Monday AM-6 PM - – Friday, 9 AM-6 PM Response Time 1 Business Day 6 Business Hours 3 Business Hours Review Sessions 1 x Per Year (upon request) (upon 2 x Per Year (upon request) (upon 4 x Per Year (upon request) On-site Support Hours for GPS Events No On-site Support hours included; On-site Support hours available for purchase at US$200/Hour, £100/ Hour, €125/Hour 2 On-site Support hours included; additional On-site Support hours available for purchase at US$200/Hour, £100/ Hour, €125/Hour 4 On-site Support hours included; additional On-site Support hours available for purchase at US$200/Hour, £100/ Hour, €125/Hour Online Support/Training No Training hours included; Training hours available for purchase at US$200/Hour, £100/ Hour, €125/Hour 6 Hours included; additional Training hours available for purchase at US$200/Hour, £100/ Hour, €125/Hour 9 Hours included; additional Training hours available for purchase at US$200/Hour, £100/ Hour, €125/Hour Discover Setup N/A 1 Brand 2 Brands Maintenance Included Included Included Backups Daily Data Backups Daily Data Backups Daily Data Backups System Updates Included Included Included PRICING Included packages with all packages Provided Form in the Order Form Provided in the Order Form

Service Plans and Availability. 3.1 3.1. All service/support shall be provided in English unless Customer makes arrangements with Service Provider to receive service/support in an alternate language. Service Provider does not guarantee the availability of service/support in any language other than English. 3.2 3.2. There are three two levels of Service Plan available from Service Provider. Each coverage level provides a specific level of support service, as defined below. Customer has selected one of the Service Plan as provided in the Order Form and only its Service Scope as described below is provided by Service Provider under this SLA. FEATURE GURU GENIUS Remote Support Email support; live screen sharing; help section Phone support; email support; live screen sharing; help section Phone support; email support; live screen sharing; help section Dedicated CSM N/A Included Included Service Window Monday - – Friday, 9 AM-6 PM Monday - – Friday, 9 Window AM-6 PM Monday AM-6 PM - Friday, 9 Response Time 1 Business Day 6 Business Hours 3 Business Hours Review Sessions 1 x Per Year request) (upon 2 x Per Year request) (upon 4 x Per Year (upon Sessions request) On-site Support Hours for GPS Events No On-site Support hours included; On-site Support hours available for purchase at US$200/Hour, £100/ Hour, €125/Hour request) 2 On-site Support hours included; additional On-site Support hours available for purchase at US$200/Hour, £100/ Hour, €125/Hour 4 On-site Support hours included; additional On-site Support hours available for purchase at US$200/Hour, On-site Support Hours for GPS Events £100/ Hour, €125/Hour Online Support/Training No Training hours included; Training hours available for purchase at US$200/Hour, £100/ Hour, €125/Hour €125/Hour Online Support/Trainin g 6 Hours included; additional Training hours available for purchase at US$200/Hour, £100/ Hour, €125/Hour 9 Hours included; additional Training hours available for purchase at US$200/Hour, £100/ Hour, €125/Hour Discover Setup N/A 1 Brand 2 Brands Maintenance Included Included Included Backups Daily Data Backups Daily Data Backups Daily Data Backups System Updates Included Included Included PRICING Included packages with all Provided Form in the Order Provided Form in the Order FormOrder

Service Plans and Availability. 3.1 3.1. All service/support shall be provided in English or Italian unless Customer makes arrangements with Service Provider to receive service/support in an alternate language. Service Provider does not guarantee the availability of service/support in any language other than English.English or Italian 3.2 3.2. There are three two levels of Service Plan available from Service Provider. Each coverage level provides a specific level of support service, as defined below. Customer has selected one of the Service Plan Plans as provided in the Order Form and only its Service Scope as described below is provided by Service Provider under this SLA. FEATURE GURU GENIUS Remote Support Email support; live screen sharing; help section Phone support; email support; live screen sharing; help section Phone support; email support; live screen sharing; help section Dedicated CSM N/A Included Included Service Window Monday - – Friday, 9 AM-6 PM Monday - – Friday, 9 AM-6 PM Monday AM-6 PM - Friday, 9 Response Time 1 Business Day 6 Business Hours 3 Business Hours Review Sessions 1 x Per Year request) (upon 2 x Per Year (upon request) (upon 4 x Per Year (upon request) On-site Support Hours for GPS Events No On-site Support hours included; On-site Support hours available for purchase at US$200/Hour, £100/ Hour, €125/Hour 2 On-site Support hours included; additional On-site Support hours available for purchase at US$200/Hour, £100/ Hour, €125/Hour 4 On-site Support hours included; additional On-site Support hours available for purchase at US$200/Hour, £100/ Hour, €125/Hour Online Support/Training No Training hours included; Training hours available for purchase at US$200/Hour, £100/ Hour, €125/Hour Trainin g 6 Hours included; additional Training hours available for purchase at US$200/Hour, £100/ Hour, €125/Hour 9 Hours included; additional Training hours available for purchase at US$200/Hour, £100/ Hour, €125/Hour Discover Setup N/A 1 Brand 2 Brands Maintenance Included Included Included Backups Daily Data Backups Daily Data Backups Daily Data Backups System Updates Included Included Included PRICING Included packages with all Provided Form in the Order Form Provided in the Order Form

Service Plans and Availability. 3.1 3.1. All service/support shall be provided in English or Italian unless Customer makes arrangements with Service Provider to receive service/support in an alternate language. Service Provider does not guarantee the availability of service/support in any language other than English.English or Italian 3.2 3.2. There are three two levels of Service Plan available from Service Provider. Each coverage level provides a specific specific level of support service, as defined defined below. Customer has selected one of the Service Plan Plans as provided in the Order Form and only its Service Scope as described below is provided by Service Provider under this SLA. FEATURE GURU GENIUS Remote Support Email support; live screen sharing; help section Phone support; email support; live screen sharing; help section Phone support; email support; live screen sharing; help section Dedicated CSM N/A Included Included Service Window Monday - – Friday, 9 AM-6 PM Monday - – Friday, 9 AM-6 PM Monday AM-6 PM - Friday, 9 Response Time 1 Business Day 6 Business Hours 3 Business Hours Review Sessions 1 x Per Year request) (upon 2 x Per Year (upon request) (upon 4 x Per Year (upon request) On-site Support Hours for GPS Events No On-site Support hours included; On-site Support hours available for purchase at US$200/Hour, £100/ Hour, €125/Hour 2 On-site Support hours included; additional On-site Support hours available for purchase at US$200/Hour, £100/ Hour, €125/Hour 4 On-site Support hours included; additional On-site Support hours available for purchase at US$200/Hour, £100/ Hour, €125/Hour Online Support/Training No Training hours included; Training hours available for purchase at US$200/Hour, £100/ Hour, €125/Hour 6 Hours included; additional Training hours available for purchase at US$200/Hour, £100/ Hour, €125/Hour 9 Hours included; additional Training hours available for purchase at US$200/Hour, £100/ Hour, €125/Hour Discover Setup N/A 1 Brand 2 Brands Maintenance Included Included Included Backups Daily Data Backups Daily Data Backups Daily Data Backups System Updates Included Included Included PRICING Included packages with all Provided Form in the Order Form Provided in the Order Form

Service Plans and Availability. 3.1 3.1. All service/support shall be provided in English unless Customer makes arrangements with Service Provider to receive service/support in an alternate language. Service Provider does not guarantee the availability of service/support in any language other than English. 3.2 3.2. There are three two levels of Service Plan available from Service Provider. Each coverage level provides a specific level of support service, as defined below. Customer has selected one of the Service Plan as provided in the Order Form and only its Service Scope as described below is provided by Service Provider under this SLA. FEATURE GURU GENIUS Remote Support Email support; live screen sharing; help section Phone support; email support; live screen sharing; help section Phone support; email support; live screen sharing; help section Dedicated CSM N/A Included Included Service Window Monday - – Friday, 9 AM-6 PM Monday - – Friday, 9 AM-6 PM Monday AM-6 PM - Friday, 9 Response Time 1 Business Day 6 Business Hours 3 Business Hours Review Sessions 1 x Per Year request) (upon 2 x Per Year (upon request) (upon 4 x Per Year (upon request) On-site Support Hours for GPS Events No On-site Support hours included; On-site Support hours available for purchase at US$200/Hour, £100/ Hour, €125/Hour 2 On-site Support hours included; additional On-site Support hours available for purchase at US$200/Hour, £100/ Hour, €125/Hour 4 On-site Support hours included; additional On-site Support hours available for purchase at US$200/Hour, £100/ Hour, €125/Hour Online Support/Training No Training hours included; Training hours available for purchase at US$200/Hour, £100/ Hour, €125/Hour 6 Hours included; additional Training hours available for purchase at US$200/Hour, £100/ Hour, €125/Hour 9 Hours included; additional Training hours available for purchase at US$200/Hour, £100/ Hour, €125/Hour Discover Setup N/A 1 Brand 2 Brands Maintenance Included Included Included Backups Daily Data Backups Daily Data Backups Daily Data Backups System Updates Included Included Included PRICING Included packages with all Provided Form in the Order Form Provided in the Order Form

Service Plans and Availability. 3.1 3.1. All service/support shall be provided in English or in German unless Customer makes arrangements with Service Provider to receive service/support in an alternate language. Service Provider does not guarantee the availability of service/support in any language other than EnglishEnglish or German. 3.2 3.2. There are three levels of Service Plan available from Service Provider. Each coverage level provides a specific level of support service, as defined below. Customer has selected one of the Service Plan as provided in the Order Form and only its Service Scope as described below is provided by Service Provider under this SLA. FEATURE GEEK GURU GENIUS Remote Support Email support; live screen sharing; help section Phone support; email support; live screen sharing; help section Phone support; email support; live screen sharing; help section Dedicated CSM N/A Included Included Service Window Monday - – Friday, 9 AM-6 PM Monday - – Friday, 9 AM-6 PM Monday AM-6 PM - – Friday, 9 AM-6 PM Response Time 1 Business Day 6 Business Hours 3 Business Hours Review Sessions 1 x Per Year (upon request) (upon 2 x Per Year (upon request) (upon 4 x Per Year (upon request) On-site Support Hours for GPS Events No On-site Support hours included; On-site Support hours available for purchase at US$200/Hour, £100/ Hour, €125/Hour 2 On-site Support hours included; additional On-site Support hours available for purchase at US$200/Hour, £100/ Hour, €125/Hour 4 On-site Support hours included; additional On-site Support hours available for purchase at US$200/Hour, £100/ Hour, €125/Hour Online Support/Training No Training hours included; Training hours available for purchase at US$200/Hour, £100/ Hour, €125/Hour 6 Hours included; additional Training hours available for purchase at US$200/Hour, £100/ Hour, €125/Hour 9 Hours included; additional Training hours available for purchase at US$200/Hour, £100/ Hour, €125/Hour Discover Setup N/A 1 Brand 2 Brands Maintenance Included Included Included Backups Daily Data Backups Daily Data Backups Daily Data Backups System Updates Included Included Included PRICING Included packages with all packages Provided Form in the Order Form Provided in the Order Form

Service Plans and Availability. 3.1 3.1. All service/support shall be provided in English or Italian unless Customer makes arrangements with Service Provider to receive service/support in an alternate language. Service Provider does not guarantee the availability of service/support in any language other than EnglishEnglish or Italian. 3.2 3.2. There are three levels of Service Plan available from Service Provider. Each coverage level provides a specific level of support service, as defined below. Customer has selected one of the Service Plan as provided in the Order Form and only its Service Scope as described below is provided by Service Provider under this SLA. FEATURE GEEK GURU GENIUS Remote Support Email support; live screen sharing; help section Phone support; email support; live screen sharing; help section Phone support; email support; live screen sharing; help section Dedicated CSM N/A Included Included Service Window Monday - – Friday, 9 AM-6 PM Monday - – Friday, 9 AM-6 PM Monday AM-6 PM - – Friday, 9 AM-6 PM Response Time 1 Business Day 6 Business Hours 3 Business Hours Review Sessions 1 x Per Year (upon request) (upon 2 x Per Year (upon request) (upon 4 x Per Year (upon request) On-site Support Hours for GPS Events No On-site Support hours included; On-site Support hours available for purchase at US$200/Hour, £100/ Hour, €1252 On-site Support hours included; additional On-site Support hours available for purchase at US$200/Hour 2 Hour, £100/ Hour, 4 On-site Support hours included; additional On-site Support hours available for purchase at US$200/Hour, £100/ Hour, €125/Hour 4 On-site Support hours included; additional On-site Support hours available for purchase at US$200€125/Hour, £100/ Hour, Hour €125/Hour Online Support/Training No Training hours included; Training hours available for purchase at US$200/Hour, £100/ Hour, €125/Hour 6 Hours included; additional Training hours available for purchase at US$200/Hour, £100/ Hour, €125/Hour 9 Hours included; additional Training hours available for purchase at US$200/Hour, £100/ Hour, €125/Hour Discover Setup N/A 1 Brand 2 Brands Maintenance Included Included Included Backups Daily Data Backups Daily Data Backups Daily Data Backups System Updates Included Included Included PRICING Included packages with all packages Provided Form in the Order Form Provided in the Order Form

Service Plans and Availability. 3.1 3.1. All service/support shall be provided in English or Spanish unless Customer makes arrangements with Service Provider to receive service/support in an alternate language. Service Provider does not guarantee the availability of service/support in any language other than EnglishEnglish or Spanish. 3.2 3.2. There are three levels of Service Plan available from Service Provider. Each coverage level provides a specific level of support service, as defined below. Customer has selected one of the Service Plan as provided in the Order Form and only its Service Scope as described below is provided by Service Provider under this SLA. FEATURE GEEK GURU GENIUS Remote Support Email support; live screen sharing; help section Phone support; email support; live screen sharing; help section Phone support; email support; live screen sharing; help section Dedicated CSM N/A Included Included Service Window Monday - – Friday, 9 AM-6 PM Monday - – Friday, 9 AM-6 PM Monday AM-6 PM - – Friday, 9 AM-6 PM Response Time 1 Business Day 6 Business Hours 3 Business Hours Review Sessions 1 x Per Year (upon request) (upon 2 x Per Year (upon request) (upon 4 x Per Year (upon request) On-site Support Hours for GPS Events No On-site Support hours included; On-On- site Support hours available for purchase at US$200/Hour, £100/ Hour, €125/Hour 2 On-site Support hours included; additional On-On- site Support hours available for purchase at US$200/Hour, £100/ Hour, €125/Hour 4 On-site Support hours included; additional On-On- site Support hours available for purchase at US$200/Hour, €125/Hour £100/ Hour, €125/Hour £100/ Hour, €125/Hour Online Support/Training No Training hours included; Training hours available for purchase at US$200/Hour, £100/ Hour, €125/Hour 6 Hours included; additional Training hours available for purchase at US$200/Hour, £100/ Hour, €125/Hour 9 Hours included; additional Training hours available for purchase at US$200/Hour, £100/ Hour, €125/Hour Discover Setup N/A 1 Brand 2 Brands Maintenance Included Included Included Backups Daily Data Backups Daily Data Backups Daily Data Backups System Updates Included Included Included PRICING Included packages with all packages Provided Form in the Order Form Provided in the Order Form