Common use of Support Services and Problem Resolution Clause in Contracts

Support Services and Problem Resolution. Support Services If You have paid Conga all applicable fees due, Conga will provide Support Services to Your Administrator(s) during Business Hours in the English language. To receive Support Services, You may submit a case at xxxx://xxxxxxx.xxxxxxxx.xxx/Reference/Submit_Case_Form, email xxxxxxx@xxxxxxxx.xxx, telephone one of the Conga offices, or use Live Chat as listed on the Conga website Support page during the specified Business Hours for that office. Support Services will be subject to the specified allowance stated in an associated quote or invoice for the current subscription term, if any. Telephone Numbers: Americas: 000-000-0000 EMEA: 44 (0) 203-608-0165 APAC: 00-0-0000-0000 Problem Response and Resolution Conga will use commercially reasonable efforts to address Service Level Incidents in accordance with the schedule below. Problem Severity Level Response Time Resolution Time Level 1: The Service is not available for use, including the failure of any The Conga support team will respond within four (4) business hours. The Conga technical team Conga will use commercially reasonable efforts, twenty-four (24) hours per day, seven (7) days per documented feature that listed as a Tier 1 function in the Product Specifications. will commence efforts to address Level 1 problems within one (1) hour after Your report of such problem is received by Conga or Conga’s detection of such problem, whichever is earlier. week, to resolve or provide You with an acceptable work-around for the applicable Level 1 problem. Conga will keep You updated regularly on the progress of the resolution. Level 2: A documented feature is not available but does not prevent the use of a Tier 1 function in the Product Specifications. The Conga support team will respond within eight (8) business hours. The Conga technical team will commence efforts to address Level 2 problems within eight (8) business hours after You report such problem during Business Hours or Conga’s detection of such problem, whichever is earlier. Conga will use commercially reasonable efforts, during normal Business Hours, to resolve or provide You with an acceptable solution for the Level 2 problem within five (5) business days after You report such problem or Conga’s detection of such problem, whichever is earlier. Level 3: A documented feature is impaired but does not prevent the use of a Tier 1 function in the Product Specifications. The Conga support team will respond within sixteen (16) business hours. The Conga technical team will commence efforts to address Level 3 problems within three (3) business days after You report such problem during Business Hours or Conga’s detection of such problem, whichever is earlier. Conga will use commercially reasonable efforts, during normal Business Hours, to resolve or provide You with an acceptable solution for the Level 3 problem within sixty (60) calendar days after You report such problem or Conga’s detection of such problem, whichever is earlier. Level 4: A level 4 issue is a general usage question or issue that may be cosmetic in nature or documentation related. Conga software works without any functional limitation. The Conga support team will respond within sixteen (16) business hours. Enhancement Request (ER): An enhancement request is a request for future product enhancement or modification to add official support and documentation for unsupported, undocumented, or features that do not exist in the Conga software. The Conga support team will respond within sixteen (16) business hours. Response is limited to a Support representative triaging the request to provide feedback about possible workarounds and confirmation the enhancement request has been created. Conga will take ERs into consideration in the product management process, but has no obligation to deliver enhancements based on any ER. You acknowledge that the Service is dependent on Your implementation and configuration of the Service and the availability and performance of technology from third-party software and hardware vendors including but not limited to xxxxxxxxxx.xxx, Salesforce AppExchange products and custom applications, Microsoft, Google, and the providers of Internet browsers. Conga has no control over, and is not liable for, performance issues or downtime of the Service to the extent caused by such factors. Encryption Gateways and Associated Third Party Technologies. Encryption Gateways and associated third party technology that require any re-direction of Conga-to-Salesforce connections are not eligible for Support Services. You may utilize such encryption solutions solely at your own risk. In this Service Schedule, the term “Service” refers only to the following services offered by Conga: Composer, Conductor, Workflow, Courier, MailMerge, Ensemble, Harvester, Conga Contracts. If You are purchasing subscriptions to any of the Services, as indicated on the applicable Conga Order Form, then the terms of this Service Schedule apply to those Services. • The Conga Service is a hosted set of software solutions that generate custom documents, presentations and reports using data and template files stored in Your xxxxxxxxxx.xxx instance, using Conga solutions created and implemented by You and executed by Your authorized xxxxxxxxxx.xxx users. • All access and interactions between Your xxxxxxxxxx.xxx Users, the Conga Service and Your xxxxxxxxxx.xxx account are managed exclusively by You through Your xxxxxxxxxx.xxx administration and security settings. • The Conga Service is hosted with Amazon Web Services located in the continental United States, and mirrored across multiple, geographically dispersed data centers for fault tolerance and business continuity purposes. 1 The Service 2 Your Responsibilities

Support Services and Problem Resolution. Support Services If You have paid Conga all applicable fees due, Conga will provide Support Services to Your Administrator(sadministrator(s) during Business Hours in the English language. To receive Support Services, You may submit a case at xxxx://xxxxxxx.xxxxxxxx.xxx/Reference/Submit_Case_Form, email xxxxxxx@xxxxxxxx.xxx, telephone one of the Conga offices, or use Live Chat as listed on the Conga website Support page during the specified Business Hours for that office. Basic Support Services will be subject to the specified allowance based on this Exhibit A unless paid support is stated in an associated quote Order Form or invoice for the current subscription term, . Paid support plan descriptions are available here xxxxx://xxxxxxxx.xxx/products/services/support-plans/. If you contact Conga outside of the Business Hours for Your region Conga may provide support from another region. Business Hours for You are determined by Your headquarters address provided by You to Conga. If 24/7 support is available to You it will be provided only through the telephone numbers below if anyoutside of Business Hours. Telephone support numbers are used to submit cases on Your behalf and support is provided via a returned call from Conga’s support team. Basic support includes a total of 2 hours of live support for the subscription term. Telephone Support Numbers: Americas: 000-000-0000 EMEA: 44 (0) 203-608-0165 APAC: 00-0-0000-0000 Problem Response and Resolution Conga will use commercially reasonable efforts to address Service Level Incidents in accordance with the schedule below. Problem Severity Level Response Time Resolution Time Time Level 1: The Service is not available for use, including the failure of any The Conga support team will respond within four (4) business hours. The Conga technical team Conga will use commercially reasonable efforts, twenty-four (24) hours per day, seven (7) days per documented feature that is listed as a Tier 1 function in the Product Specifications. The Conga support team will respond within 4 Business Hours. The Conga technical team will commence efforts to address Level 1 problems within one (1) 1 hour after Your report of such problem is received by Conga or Conga’s detection of such problem, whichever is earlier. Conga will use commercially reasonable efforts, 24 hours per day, 7 days per week, to resolve or provide You with an acceptable work-around for the applicable Level 1 problem. Conga will keep You updated regularly on the progress of the resolution. Level 2: A documented feature is not available but does not prevent the use of a Tier 1 function in the Product Specifications. The Conga support team will respond within eight (8) business hours. The Conga technical team will commence efforts to address Level 2 problems within eight (8) business hours after You report such problem during Business Hours or Conga’s detection of such problem, whichever is earlier. Conga will use commercially reasonable efforts, during normal Business Hours, to resolve or provide You with an acceptable solution for the Level 2 problem within five (5) business days after You report such problem or Conga’s detection of such problem, whichever is earlier. Level 3: A documented feature is impaired but does not prevent the use of a Tier 1 function in the Product Specifications. The Conga support team will respond within sixteen (16) business hours. The Conga technical team will commence efforts to address Level 3 problems within three (3) business days after You report such problem during Business Hours or Conga’s detection of such problem, whichever is earlier. Conga will use commercially reasonable efforts, during normal Business Hours, to resolve or provide You with an acceptable solution for the Level 3 problem within sixty (60) calendar days after You report such problem or Conga’s detection of such problem, whichever is earlier. Level 4: A level 4 issue is a general usage question or issue that may be cosmetic in nature or documentation related. Conga software works without any functional limitation. The Conga support team will respond within sixteen (16) business hours. Enhancement Request (ER): An enhancement request is a request for future product enhancement or modification to add official support and documentation for unsupported, undocumented, or features that do not exist in the Conga software. The Conga support team will respond within sixteen (16) business hours. Response is limited to a Support representative triaging the request to provide feedback about possible workarounds and confirmation the enhancement request has been created. Conga will take ERs into consideration in the product management process, but has no obligation to deliver enhancements based on any ER. You acknowledge that the Service is dependent on Your implementation and configuration of the Service and the availability and performance of technology from third-party software and hardware vendors including but not limited to xxxxxxxxxx.xxx, Salesforce AppExchange products and custom applications, Microsoft, Google, and the providers of Internet browsers. Conga has no control over, and is not liable for, performance issues or downtime of the Service to the extent caused by such factors. Encryption Gateways and Associated Third Party Technologies. Encryption Gateways and associated third party technology that require any re-direction of Conga-to-Salesforce connections are not eligible for Support Services. You may utilize such encryption solutions solely at your own risk. In this Service Schedule, the term “Service” refers only to the following services offered by Conga: Composer, Conductor, Workflow, Courier, MailMerge, Ensemble, Harvester, Conga Contracts. If You are purchasing subscriptions to any of the Services, as indicated on the applicable Conga Order Form, then the terms of this Service Schedule apply to those Services. • The Conga Service is a hosted set of software solutions that generate custom documents, presentations and reports using data and template files stored in Your xxxxxxxxxx.xxx instance, using Conga solutions created and implemented by You and executed by Your authorized xxxxxxxxxx.xxx users. • All access and interactions between Your xxxxxxxxxx.xxx Users, the Conga Service and Your xxxxxxxxxx.xxx account are managed exclusively by You through Your xxxxxxxxxx.xxx administration and security settings. • The Conga Service is hosted with Amazon Web Services located in the continental United States, and mirrored across multiple, geographically dispersed data centers for fault tolerance and business continuity purposes. 1 The Service 2 Your Responsibilities

Support Services and Problem Resolution. Support Services If You have paid Conga all applicable fees due, Conga will provide Support Services to Your Administrator(sadministrator(s) during Business Hours in the English language. To receive Support Services, You may submit a case at xxxx://xxxxxxx.xxxxxxxx.xxx/Reference/Submit_Case_Form, email xxxxxxx@xxxxxxxx.xxx, telephone one of the Conga offices, or use Live Chat as listed on the Conga website Support page during the specified Business Hours for that office. Support Services will be subject to the specified allowance based on this Exhibit A unless enhanced or premium support is stated in an associated quote Order Form or invoice for the current subscription term, . Enhanced and premium support plan descriptions are available here xxxxx://xxxxxxxx.xxx/products/services/support-plans/. If you contact Conga outside of the Business Hours for Your region Conga may provide support from another region. Business Hours for You are determined by Your headquarters address provided by You to Conga. If 24/7 support is available to You it will be provided only through the telephone numbers below if anyoutside of Business Hours. Telephone support numbers are used to submit cases on Your behalf and support is provided via a returned call from Conga’s support team. Telephone Numbers: Americas: 000-000-0000 EMEA: 44 (0) 203-608-0165 APAC: 00-0-0000-0000 Problem Response and Resolution Conga will use commercially reasonable efforts to address Service Level Incidents in accordance with the schedule below. Problem Severity Level Response Time Resolution Time Time Level 1: The Service is not available for use, including the failure of any The Conga support team will respond within four (4) business hours. The Conga technical team Conga will use commercially reasonable efforts, twenty-four (24) hours per day, seven (7) days per documented feature that listed as a Tier 1 function in the Product Specifications. The Conga support team will respond within four (4) Business Hours. The Conga technical team will commence efforts to address Level 1 problems within one (1) hour after Your report of such problem is received by Conga or Conga’s detection of such problem, whichever is earlier. Conga will use commercially reasonable efforts, twenty-four (24) hours per day, seven (7) days per week, to resolve or provide You with an acceptable work-around for the applicable Level 1 problem. Conga will keep You updated regularly on the progress of the resolution. Level 2: A documented feature is not available but does not prevent the use of a Tier 1 function in the Product Specifications. The Conga support team will respond within eight (8) business hours. The Conga technical team will commence efforts to address Level 2 problems within eight (8) business hours after You report such problem during Business Hours or Conga’s detection of such problem, whichever is earlier. Conga will use commercially reasonable efforts, during normal Business Hours, to resolve or provide You with an acceptable solution for the Level 2 problem within five (5) business days after You report such problem or Conga’s detection of such problem, whichever is earlier. Level 3: A documented feature is impaired but does not prevent the use of a Tier 1 function in the Product Specifications. The Conga support team will respond within sixteen (16) business hours. The Conga technical team will commence efforts to address Level 3 problems within three (3) business days after You report such problem during Business Hours or Conga’s detection of such problem, whichever is earlier. Conga will use commercially reasonable efforts, during normal Business Hours, to resolve or provide You with an acceptable solution for the Level 3 problem within sixty (60) calendar days after You report such problem or Conga’s detection of such problem, whichever is earlier. Level 4: A level 4 issue is a general usage question or issue that may be cosmetic in nature or documentation related. Conga software works without any functional limitation. The Conga support team will respond within sixteen (16) business hours. Enhancement Request (ER): An enhancement request is a request for future product enhancement or modification to add official support and documentation for unsupported, undocumented, or features that do not exist in the Conga software. The Conga support team will respond within sixteen (16) business hours. Response is limited to a Support representative triaging the request to provide feedback about possible workarounds and confirmation the enhancement request has been created. Conga will take ERs into consideration in the product management process, but has no obligation to deliver enhancements based on any ER. You acknowledge that the Service is dependent on Your implementation and configuration of the Service and the availability and performance of technology from third-party software and hardware vendors including but not limited to xxxxxxxxxx.xxx, Salesforce AppExchange products and custom applications, Microsoft, Google, and the providers of Internet browsers. Conga has no control over, and is not liable for, performance issues or downtime of the Service to the extent caused by such factors. Encryption Gateways and Associated Third Party Technologies. Encryption Gateways and associated third party technology that require any re-direction of Conga-to-Salesforce connections are not eligible for Support Services. You may utilize such encryption solutions solely at your own risk. In this Service Schedule, the term “Service” refers only to the following services offered by Conga: Composer, Conductor, Workflow, Courier, MailMerge, Ensemble, Harvester, Conga Contracts. If You are purchasing subscriptions to any of the Services, as indicated on the applicable Conga Order Form, then the terms of this Service Schedule apply to those Services. • The Conga Service is a hosted set of software solutions that generate custom documents, presentations and reports using data and template files stored in Your xxxxxxxxxx.xxx instance, using Conga solutions created and implemented by You and executed by Your authorized xxxxxxxxxx.xxx users. • All access and interactions between Your xxxxxxxxxx.xxx Users, the Conga Service and Your xxxxxxxxxx.xxx account are managed exclusively by You through Your xxxxxxxxxx.xxx administration and security settings. • The Conga Service is hosted with Amazon Web Services located in the continental United States, and mirrored across multiple, geographically dispersed data centers for fault tolerance and business continuity purposes. 1 The Service 2 Your Responsibilities

Support Services and Problem Resolution. Support Services If You have paid Conga all applicable fees due, Conga will provide Support Services to Your Administrator(s) during Business Hours in the English language. To receive Support Services, You may submit a case at xxxx://xxxxxxx.xxxxxxxx.xxx/Reference/Submit_Case_Form, email xxxxxxx@xxxxxxxx.xxx, telephone one of the Conga offices, or use Live Chat as listed on the Conga website Support page during the specified Business Hours for that office. Support Services will be subject to the specified allowance stated in an associated quote or invoice for the current subscription term, if any. Telephone Numbers: Americas: 000-000-0000 EMEA: 44 (0) 203-608-0165 APAC: 00-0-0000-0000 Problem Response and Resolution Conga will use commercially reasonable efforts to address Service Level Incidents in accordance with the schedule below. Problem Severity Level Response Time Resolution Time Level 1: The Service is not available for use, including the failure of any The Conga support team will respond within four (4) business hours. The Conga technical team Conga will use commercially reasonable efforts, twenty-four (24) hours per day, seven (7) days per including the failure of any documented feature that listed as a Tier 1 function in the Product Specifications. hours. The Conga technical team will commence efforts to address Level 1 problems within one (1) hour after Your report of such problem is received by Conga or Conga’s detection of such problem, whichever is earlier. hours per day, seven (7) days per week, to resolve or provide You with an acceptable work-around for the applicable Level 1 problem. Conga will keep You updated regularly on the progress of the resolution. Level 2: A documented feature is not available but does not prevent the use of a Tier 1 function in the Product Specifications. The Conga support team will respond within eight (8) business hours. The Conga technical team will commence efforts to address Level 2 problems within eight (8) business hours after You report such problem during Business Hours or Conga’s detection of such problem, whichever is earlier. Conga will use commercially reasonable efforts, during normal Business Hours, to resolve or provide You with an acceptable solution for the Level 2 problem within five (5) business days after You report such problem or Conga’s detection of such problem, whichever is earlier. Level 3: A documented feature is impaired but does not prevent the use of a Tier 1 function in the Product Specifications. The Conga support team will respond within sixteen (16) business hours. The Conga technical team will commence efforts to address Level 3 problems within three (3) business days after You report such problem during Business Hours or Conga’s detection of such problem, whichever is earlier. Conga will use commercially reasonable efforts, during normal Business Hours, to resolve or provide You with an acceptable solution for the Level 3 problem within sixty (60) calendar days after You report such problem or Conga’s detection of such problem, whichever is earlier. Level 4: A level 4 issue is a general usage question or issue that may be cosmetic in nature or documentation related. Conga software works without any functional limitation. The Conga support team will respond within sixteen (16) business hours. Enhancement Request (ER): An enhancement request is a request for future product enhancement or modification to add official support and documentation for unsupported, undocumented, or features that do not exist in the Conga software. The Conga support team will respond within sixteen (16) business hours. Response is limited to a Support representative triaging the request to provide feedback about possible workarounds and confirmation the enhancement request has been created. Conga will take ERs into consideration in the product management process, but has no obligation to deliver enhancements based on any ER. You acknowledge that the Service is dependent on Your implementation and configuration of the Service and the availability and performance of technology from third-party software and hardware vendors including but not limited to xxxxxxxxxx.xxx, Salesforce AppExchange products and custom applications, Microsoft, Google, and the providers of Internet browsers. Conga has no control over, and is not liable for, performance issues or downtime of the Service to the extent caused by such factors. Encryption Gateways and Associated Third Party Technologies. Encryption Gateways and associated third party technology that require any re-direction of Conga-to-Salesforce connections are not eligible for Support Services. You may utilize such encryption solutions solely at your own risk. In this Service Schedule, the term “Service” refers only to the following services offered by Conga: Composer, Conductor, Workflow, Courier, MailMerge, Ensemble, Harvester, Conga Contracts. If You are purchasing subscriptions to any of the Services, as indicated on the applicable Conga Order Form, then the terms of this Service Schedule apply to those Services. • The Conga Service is a hosted set of software solutions that generate custom documents, presentations and reports using data and template files stored in Your xxxxxxxxxx.xxx instance, using Conga solutions created and implemented by You and executed by Your authorized xxxxxxxxxx.xxx users. • All access and interactions between Your xxxxxxxxxx.xxx Users, the Conga Service and Your xxxxxxxxxx.xxx account are managed exclusively by You through Your xxxxxxxxxx.xxx administration and security settings. • The Conga Service is hosted with Amazon Web Services located in the continental United States, and mirrored across multiple, geographically dispersed data centers for fault tolerance and business continuity purposes. 1 The Service 2 Your Responsibilities

Support Services and Problem Resolution. Support Services If You have paid Conga all applicable fees due, Conga will provide Support Services to Your Administrator(s) during Business Hours in the English language. To receive Support Services, You may submit a case at xxxx://xxxxxxx.xxxxxxxx.xxx/Reference/Submit_Case_Form, email xxxxxxx@xxxxxxxx.xxx, telephone one of the Conga offices, or use Live Chat as listed on the Conga website Support page during the specified Business Hours for that office. Support Services will be subject to the specified allowance stated in an associated quote or invoice for the current subscription term, if any. Telephone Numbers: Americas: 000-000-0000 EMEA: 44 (0) 203-608-0165 APAC: 00-0-0000-0000 Problem Response and Resolution Conga will use commercially reasonable efforts to address Service Level Incidents in accordance with the schedule below. Problem Severity Level Response Time Resolution Time Level 1: The Service is not available for use, including the failure of any The Conga support team will respond within four (4) business hours. The Conga technical team Conga will use commercially reasonable efforts, twenty-four (24) hours per day, seven (7) days per documented feature that listed as a Tier 1 function in the Product Specifications. will commence efforts to address Level 1 problems within one (1) hour after Your report of such problem is received by Conga or Conga’s detection of such problem, whichever is earlier. week, to resolve or provide You with an acceptable work-around for the applicable Level 1 problem. Conga will keep You updated regularly on the progress of the resolution. Level 2: A documented feature is not available but does not prevent the use of a Tier 1 function in the Product Specifications. The Conga support team will respond within eight (8) business hours. The Conga technical team will commence efforts to address Level 2 problems within eight (8) business hours after You report such problem during Business Hours or Conga’s detection of such problem, whichever is earlier. Conga will use commercially reasonable efforts, during normal Business Hours, to resolve or provide You with an acceptable solution for the Level 2 problem within five (5) business days after You report such problem or Conga’s detection of such problem, whichever is earlier. Level 3: A documented feature is impaired but does not prevent the use of a Tier 1 function in the Product Specifications. The Conga support team will respond within sixteen (16) business hours. The Conga technical team will commence efforts to address Level 3 problems within three (3) business days after You report such problem during Business Hours or Conga’s detection of such problem, whichever is earlier. Conga will use commercially reasonable efforts, during normal Business Hours, to resolve or provide You with an acceptable solution for the Level 3 problem within sixty (60) calendar days after You report such problem or Conga’s detection of such problem, whichever is earlier. Level 4: A level 4 issue is a general usage question or issue that may be cosmetic in nature or documentation related. Conga software works without any functional limitation. The Conga support team will respond within sixteen (16) business hours. Enhancement Request (ER): An enhancement request is a request for future product enhancement or modification to add official support and documentation for unsupported, undocumented, or features that do not exist in the Conga software. The Conga support team will respond within sixteen (16) business hours. Response is limited to a Support representative triaging the request to provide feedback about possible workarounds and confirmation the enhancement request has been created. Conga will take ERs into consideration in the product management process, but has no obligation to deliver enhancements based on any ER. You acknowledge that the Service is dependent on Your implementation and configuration of the Service and the availability and performance of technology from third-party software and hardware vendors including but not limited to xxxxxxxxxx.xxx, Salesforce AppExchange products and custom applications, Microsoft, Google, and the providers of Internet browsers. Conga has no control over, and is not liable for, performance issues or downtime of the Service to the extent caused by such factors. Encryption Gateways and Associated Third Party Technologies. Encryption Gateways and associated third party technology that require any re-direction of Conga-to-Salesforce connections are not eligible for Support Services. You may utilize such encryption solutions solely at your own risk. In this Service Schedule, the term “Service” refers only to the following services offered by Conga: Composer, Conductor, Workflow, Courier, MailMerge, Ensemble, Harvester, Conga Contracts. If You are purchasing subscriptions to any of the Services, as indicated on the applicable Conga Order Form, then the terms of this Service Schedule apply to those Services. • The Conga Service is a hosted set of software solutions that generate custom documents, presentations and reports using data and template files stored in Your xxxxxxxxxx.xxx instance, using Conga solutions created and implemented by You and executed by Your authorized xxxxxxxxxx.xxx users. • All access and interactions between Your xxxxxxxxxx.xxx Users, the Conga Service and Your xxxxxxxxxx.xxx account are managed exclusively by You through Your xxxxxxxxxx.xxx administration and security settings. • The Conga Service is hosted with Amazon Web Services located in the continental United States, and mirrored across multiple, geographically dispersed data centers for fault tolerance and business continuity purposes. 1 The Service 2 Your Responsibilities

Support Services and Problem Resolution. Support Services If You have paid Conga all applicable fees due, Conga will provide Support Services to Your Administrator(s) during Business Hours in the English language. To receive Support Services, You may submit a case at xxxx://xxxxxxx.xxxxxxxx.xxx/Reference/Submit_Case_Form, email xxxxxxx@xxxxxxxx.xxx, telephone one of the Conga offices, or use Live Chat as listed on the Conga website Support page during the specified Business Hours for that office. Support Services will be subject to the specified allowance stated in an associated quote or invoice for the current subscription term, if any. Telephone Numbers: Americas: 000-000-0000 EMEA: 44 (0) 203-608-0165 APAC: 00-0-0000-0000 Problem Response and Resolution Conga will use commercially reasonable efforts to address Service Level Incidents in accordance with the schedule below. Problem Severity Level Response Time Resolution Time Level 1: The Service is not available for use, including the failure of any The Conga support team will respond within four (4) business hours. The Conga technical team Conga will use commercially reasonable efforts, twenty-four (24) hours per day, seven (7) days per including the failure of any documented feature that listed as a Tier 1 function in the Product Specifications. hours. The Conga technical team will commence efforts to address Level 1 problems within one (1) hour after Your report of such problem is received by Conga or Conga’s detection of such problem, whichever is earlier. hours per day, seven (7) days per week, to resolve or provide You with an acceptable work-around for the applicable Level 1 problem. Conga will keep You updated regularly on the progress of the resolution. Level 2: A documented feature is not available but does not prevent the use of a Tier 1 function in the Product Specifications. The Conga support team will respond within eight (8) business hours. The Conga technical team will commence efforts to address Level 2 problems within eight (8) business hours after You report such problem during Business Hours or Conga’s detection of such problem, whichever is earlier. Conga will use commercially reasonable efforts, during normal Business Hours, to resolve or provide You with an acceptable solution for the Level 2 problem within five (5) business days after You report such problem or Conga’s detection of such problem, whichever is earlier. Level 3: A documented feature is impaired but does not prevent the use of a Tier 1 function in the Product Specifications. The Conga support team will respond within sixteen (16) business hours. The Conga technical team will commence efforts to address Level 3 problems within three (3) business days after You report such problem during Business Hours or Conga’s detection of such problem, whichever is earlier. Conga will use commercially reasonable efforts, during normal Business Hours, to resolve or provide You with an acceptable solution for the Level 3 problem within sixty (60) calendar days after You report such problem or Conga’s detection of such problem, whichever is earlier. Level 4: A level 4 issue is a general usage question or issue that may be cosmetic in nature or documentation related. Conga software works without any functional limitation. The Conga support team will respond within sixteen (16) business hours. Enhancement Request (ER): An enhancement request is a request for future product enhancement or modification to add official support and documentation for unsupported, undocumented, or features that do not exist in the Conga software. The Conga support team will respond within sixteen (16) business hours. Response is limited to a Support representative triaging the request to provide feedback about possible workarounds and confirmation the enhancement request has been created. Conga will take ERs into consideration in the product management process, but has no obligation to deliver enhancements based on any ER. You acknowledge that the Service is dependent on Your implementation and configuration of the Service and the availability and performance of technology from third-party software and hardware vendors including but not limited to xxxxxxxxxx.xxx, Salesforce AppExchange products and custom applications, Microsoft, Google, and the providers of Internet browsers. Conga has no control over, and is not liable for, performance issues or downtime of the Service to the extent caused by such factors. Encryption Gateways and Associated Third Party Technologies. Encryption Gateways and associated third party technology that require any re-direction of Conga-to-Salesforce connections are not eligible for Support Services. You may utilize such encryption solutions solely at your own risk. In this Service Schedule, the term “Service” refers only to the following services offered by Conga: Composer, Conductor, Workflow, Courier, MailMerge, Ensemble, Harvester, Conga Contracts. If You are purchasing subscriptions to any of the Services, as indicated on the applicable Conga Order Form, then the terms of this Service Schedule apply to those Services. •  The Conga Service is a hosted set of software solutions that generate custom documents, presentations and reports using data and template files stored in Your xxxxxxxxxx.xxx instance, using Conga solutions created and implemented by You and executed by Your authorized xxxxxxxxxx.xxx users. •  All access and interactions between Your xxxxxxxxxx.xxx Users, the Conga Service and Your xxxxxxxxxx.xxx account are managed exclusively by You through Your xxxxxxxxxx.xxx administration and security settings. •  The Conga Service is hosted with Amazon Web Services located in the continental United States, and mirrored across multiple, geographically dispersed data centers for fault tolerance and business continuity purposes. 1 The Service 2 Your Responsibilities