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0 Ju ota <br />Julota® SaaS Agreement <br />Percentage falls below 94.99% for two consecutive calendar months, or c) if the Monthly Availability <br />Percentage falls below 94.99% for five or more calendar months per calendar year. <br />E. Plan Coverage <br />Coverage <br />Basic <br />Services <br />Premium <br />Services <br />Elite <br />Services <br />X <br />X <br />X <br />Help <br />Desk <br />via <br />Email/Portal <br />Support <br />(standard <br />support <br />hours) <br />X <br />X <br />X <br />Email <br />Access via <br />Email/Portal <br />Support <br />(standard <br />support <br />hours) <br />Training <br />(one <br />on <br />one <br />training: <br />maximum <br />4 <br />hours/month) <br />X <br />Post <br />Implementation <br />Development <br />($200/hour) <br />X <br />($175/hour) <br />X <br />($150/hour) <br />X <br />Telephone <br />support <br />from <br />8:00 <br />am <br />— 5:00 <br />time <br />X <br />pm <br />(local <br />zone) <br />Telephone <br />support-2417 <br />dedicated <br />line <br />for <br />hub <br />X <br />phone <br />all <br />users. <br />Travel <br />if <br />training <br />not <br />(charged <br />cost) <br />X <br />at <br />provided <br />virtually <br />10 <br />once <br />Community <br />contract <br />provided <br />Partners <br />engaged, <br />per <br />year. <br />trained, <br />on <br />boarded, <br />and <br />supported <br />X <br />page 12 of 16 <br />