Common use of Standard Support Clause in Contracts

Standard Support. 4.1 Questionmark will provide support services in English (unless otherwise specified on the Order) to Designated Contacts. Questionmark will provide Designated Contacts access to product and technical support information, online knowledge bases, manuals, best practice guides, white papers and news feeds. Service Name Description Provision OnDemand Service Support Maintenance of the OnDemand Service 24 x 7 to maintain uptime. Maintenance of the OnDemand Service does not consume support hours. Provided by Questionmark and/or its sub- contractors 24 x 7. 1st Line Technical Support Assistance by phone and email to Designated Contacts to resolve technical issues that might result in resetting servers, keeping people informed of server status, and answer questions where the answers could be found in the Questionmark manuals or knowledge base items. Provided by Questionmark during Working Hours as standard and 24 x 7 for an additional fee. 2nd Line Technical Support Assistance by phone and email to Designated Contacts to answer questions and provide workarounds where answers could not be found in the manuals or knowledge base items. Provided by Questionmark during Working Hours as standard and 24 x 7 for an additional fee. 3rd Line Technical Support Resolve software issues with the OnDemand Service in a manner that does not consume support hours. Provided by Questionmark and included as standard. Chat Technical Support Assistance to Designated Contacts using 24 x 7 browser text chat sessions and VoIP to help resolve issues. Provided by Questionmark and included as standard. Participant Support Assistance by phone, email, chat sessions, etc. to the Participant to assist them to use any part of the Service. This is NOT a service currently provided by Questionmark for the OnDemand Service, and is the responsibility of Customer. Support provided for online proctoring and record and review proctoring is described at xxxxx://xxxxxxx.xxxxxxxxxxxx.xxx/go/od- opss and xxxxx://xxxxxxx.xxxxxxxxxxxx.xxx/go/od- rrss. Xxxxxxx/Invigilator Support Assistance by phone, email, chat sessions, etc. to xxxxxxx/invigilators to assist them with the proctoring/invigilation process including but not limited to the use of the Service. This service is available from Questionmark for an additional fee. Consulting Support Assistance with template creation and modification to change look-and-feel of assessment, assessment content import, content transformations, custom development, support of custom development, consulting services, training services, data format changes, etc. Defined within an Order and delivered for a fee that depends on the scale of the work required. 4.2 During Scheduled Maintenance and Emergency Maintenance, the OnDemand Service may not be accessible by Users. Questionmark will provide Customer with details of Scheduled Maintenance, which typically occurs during non-peak and non-business hours. Questionmark will, where possible, provide notice of Emergency Maintenance. Questionmark will use good faith efforts to minimize the duration of and perform any Scheduled Maintenance and Emergency Maintenance during off peak hours and, whenever possible, minimize impact to Customer. 4.3 Customer will use commercially reasonable efforts to provide accurate and prompt notice of any Service Incident with the OnDemand Service so that Questionmark may take remedial action. Questionmark is not obligated to remedy a Service Incident caused by User error or failure to access the OnDemand Service with a compatible system or web browser.

Standard Support. 4.1 Questionmark will provide support services in English (unless otherwise specified on the Order) to Designated Contacts. Questionmark will provide Designated Contacts access to product and technical support information, online knowledge bases, manuals, best practice guides, white papers and news feeds. Service Name Description Provision OnDemand Service Support Maintenance of the OnDemand Service 24 x 7 to maintain uptime. Maintenance of the OnDemand Service does not consume support hours. Provided by Questionmark and/or its sub- contractors 24 x 7. 1st Line Technical Support Assistance by phone and email to Designated Contacts to resolve technical issues that might result in resetting servers, keeping people informed of server status, and answer questions where the answers could be found in the Questionmark manuals or knowledge base items. Provided by Questionmark during Working Hours as standard and 24 x 7 for an additional fee. 2nd Line Technical Support Assistance by phone and email to Designated Contacts to answer questions and provide workarounds where answers could not be found in the manuals or knowledge base items. Provided by Questionmark during Working Hours as standard and 24 x 7 for an additional fee. 3rd Line Technical Support Resolve software issues with the OnDemand Service in a manner that does not consume support hours. Provided by Questionmark and included as standard. Chat Technical Support Assistance to Designated Contacts using 24 x 7 browser text chat sessions and VoIP to help resolve issues. Provided by Questionmark and included as standard. Participant Support Assistance by phone, email, chat sessions, etc. to the Participant to assist them to use any part of the Service. This is NOT a service currently provided by Questionmark for the OnDemand Service, and is the responsibility of Customer. Support provided for online proctoring and record and review proctoring is described at xxxxx://xxxxxxx.xxxxxxxxxxxx.xxx/go/od- xxxxx://xxx.xxxxxxxxxxxx.xxx/go/od- opss and xxxxx://xxxxxxx.xxxxxxxxxxxx.xxx/go/od- xxxxx://xxxx.xxxxxxxxxxxx.xxx/go/od- rrss. Xxxxxxx/Invigilator Support Assistance by phone, email, chat sessions, etc. to xxxxxxx/invigilators to assist them with the This service is available from Questionmark for an additional fee. proctoring/invigilation process including but not limited to the use of the Service. This service is available from Questionmark for an additional fee. Consulting Support Assistance with template creation and modification to change look-and-feel of assessment, assessment content import, content transformations, custom development, support of custom development, consulting services, training services, data format changes, etc. Defined within an Order and delivered for a fee that depends on the scale of the work required. 4.2 During Scheduled Maintenance and Emergency Maintenance, the OnDemand Service may not be accessible by Users. Questionmark will provide Customer with details of Scheduled Maintenance, which typically occurs during non-peak and non-business hours. Questionmark will, where possible, provide notice of Emergency Maintenance. Questionmark will use good faith efforts to minimize the duration of and perform any Scheduled Maintenance and Emergency Maintenance during off peak hours and, whenever possible, minimize impact to Customer. 4.3 Customer will use commercially reasonable efforts to provide accurate and prompt notice of any Service Incident with the OnDemand Service so that Questionmark may take remedial action. Questionmark is not obligated to remedy a Service Incident caused by User error or failure to access the OnDemand Service with a compatible system or web browser.

Standard Support. 4.1 Questionmark will provide support services in English (unless otherwise specified on the Order) to Designated Contacts. Questionmark will provide Designated Contacts access to product and technical support information, online knowledge bases, manuals, best practice guides, white papers and news feeds. Service Name Description Provision OnDemand Service Support Maintenance of the OnDemand Service 24 x 7 to maintain uptime. Maintenance of the OnDemand Service does not consume support hours. Provided by Questionmark and/or its sub- contractors 24 x 7. 1st Line Technical Support Assistance by phone and email to Designated Contacts to resolve technical issues that might result in resetting servers, keeping people informed of server status, and answer questions where the answers could be found in the Questionmark manuals or knowledge base items. Provided by Questionmark during Working Hours as standard and 24 x 7 for an additional fee. 2nd Line Technical Support Assistance by phone and email to Designated Contacts to answer questions and provide workarounds where answers could not be found in the manuals or knowledge base items. Provided by Questionmark during Working Hours as standard and 24 x 7 for an additional fee. 3rd Line Technical Support Resolve software issues with the OnDemand Service in a manner that does not consume support hours. Provided by Questionmark and included as standard. Chat Technical Support Assistance to Designated Contacts using 24 x 7 browser text chat sessions and VoIP to help resolve issues. Provided by Questionmark and included as standard. Participant Support Assistance by phone, email, chat sessions, etc. to the Participant to assist them to use any part of the Service. This is NOT a service currently provided by Questionmark for the OnDemand Service, and is the responsibility of Customer. Support provided for online proctoring and record and review proctoring is described at xxxxx://xxxxxxx.xxxxxxxxxxxx.xxx/go/od- opss and xxxxx://xxxxxxx.xxxxxxxxxxxx.xxx/go/od- rrss. Xxxxxxx/Invigilator Support Assistance by phone, email, chat sessions, etc. to This service is available from Questionmark for an additional fee. xxxxxxx/invigilators to assist them with the proctoring/invigilation process including but not limited to the use of the Service. This service is available from Questionmark for an additional fee. Consulting Support Assistance with template creation and modification to change look-and-feel of assessment, assessment content import, content transformations, custom development, support of custom development, consulting services, training services, data format changes, etc. Defined within an Order and delivered for a fee that depends on the scale of the work required. 4.2 During Scheduled Maintenance and Emergency Maintenance, the OnDemand Service may not be accessible by Users. Questionmark will provide Customer with details of Scheduled Maintenance, which typically occurs during non-peak and non-business hours. Questionmark will, where possible, provide notice of Emergency Maintenance. Questionmark will use good faith efforts to minimize the duration of and perform any Scheduled Maintenance and Emergency Maintenance during off peak hours and, whenever possible, minimize impact to Customer. 4.3 Customer will use commercially reasonable efforts to provide accurate and prompt notice of any Service Incident with the OnDemand Service so that Questionmark may take remedial action. Questionmark is not obligated to remedy a Service Incident caused by User error or failure to access the OnDemand Service with a compatible system or web browser.

Standard Support. 4.1 Questionmark will provide support services in English (unless otherwise specified on the Order) to Designated Contacts. Questionmark will provide Designated Contacts access to product and technical support information, online knowledge bases, manuals, best practice guides, white papers and news feeds. Service Name Description Provision OnDemand Service Support Maintenance of the OnDemand Service 24 x 7 to maintain uptime. Maintenance of the OnDemand Service does not consume support hours. Provided by Questionmark and/or its sub- sub-contractors 24 x 7. 1st Line Technical Support Assistance by phone and email to Designated Contacts to resolve technical issues that might result in resetting servers, keeping people informed of server status, and answer questions where the answers could be found in the Questionmark manuals or knowledge base items. Provided by Questionmark during Working Hours as standard and 24 x 7 for an additional fee. 2nd Line Technical Support Assistance by phone and email to Designated Contacts to answer questions and provide workarounds where answers could not be found in the manuals or knowledge base items. Provided by Questionmark during Working Hours as standard and 24 x 7 for an additional fee. 3rd Line Technical Support Resolve software issues with the OnDemand Service in a manner that does not consume support hours. Provided by Questionmark and included as standard. Chat Technical Support Assistance to Designated Contacts using 24 x 7 browser text chat sessions and VoIP to help resolve issues. Provided by Questionmark and included as standard. Participant Support Assistance by phone, email, chat sessions, etc. to the Participant to assist them to use any part of the Service. This is NOT a service currently provided by Questionmark for the OnDemand Service, and is the responsibility of Customer. Support provided for online proctoring and record and review proctoring is described at xxxxx://xxxxxxx.xxxxxxxxxxxx.xxx/go/od- xxxxx://xxx.xxxxxxxxxxxx.xxx/go/od- opss and xxxxx://xxxxxxx.xxxxxxxxxxxx.xxx/go/od- xxxxx://xxx.xxxxxxxxxxxx.xxx/go/od- rrss. Xxxxxxx/Invigilator Support Assistance by phone, email, chat sessions, etc. to xxxxxxx/invigilators to assist them with the proctoring/invigilation process including but not limited to the use of the Service. This service is available from Questionmark for an additional fee. Consulting Support Assistance with template creation and modification to change look-and-feel of assessment, assessment content import, content transformations, custom development, support of custom development, consulting services, training services, data format changes, etc. Defined within an Order and delivered for a fee that depends on the scale of the work required. 4.2 During Scheduled Maintenance and Emergency Maintenance, the OnDemand Service may not be accessible by Users. Questionmark will provide Customer with details of Scheduled Maintenance, which typically occurs during non-peak and non-business hours. Questionmark will, where possible, provide notice of Emergency Maintenance. Questionmark will use good faith efforts to minimize the duration of and perform any Scheduled Maintenance and Emergency Maintenance during off peak hours and, whenever possible, minimize impact to Customer. 4.3 Customer will use commercially reasonable efforts to provide accurate and prompt notice of any Service Incident with the OnDemand Service so that Questionmark may take remedial action. Questionmark is not obligated to remedy a Service Incident caused by User error or failure to access the OnDemand Service with a compatible system or web browser.