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AmpliFund <br /> EXHIBIT B <br /> Support <br /> All capitalized terms that are used but not defined in this Exhibit will have the meanings ascribed <br /> to them in the body of the Agreement. <br /> 1. Support. AmpliFund will provide technical support and customer service ("Support") to <br /> Customer on an ongoing basis during the Term of the Agreement. <br /> (i) Through AmpliFund's online support portal,Customer will have access to the most <br /> up-to-date support documentation, user guides, videos, release notes, and import <br /> templates, as well as regularly scheduled, live virtual training sessions on core <br /> functionality. <br /> (ii) Customer may request additional Support by contacting AmpliFund at 216-377- <br /> 5500, via email at support@amplifund.zendesk.com or through the online chat <br /> functionality available on the Platform. Telephonic and online chat support are <br /> available during normal business hours, defined as 8:00am—8:00pm ET, Monday <br /> through Friday, except for national holidays in the United States. Customers may <br /> submit support tickets, feature requests and bug reports through the Platform at <br /> any time. <br /> 2. Issues. "Issues" impact the availability of the Platform, except for scheduled downtime, as <br /> determined by AmpliFund in its reasonable discretion. AmpliFund distinguishes among four <br /> Severity of Issues as follows: <br /> (i) Critical Severity: Issues that prevent one or more users from accessing the <br /> application or defects that allow unauthorized access to customer data. <br /> (ii) High Severity: Issues that prevent one or more users from completing a core <br /> business process within the application. <br /> (iii) Medium Severity: Issues that cause difficulty completing a task within the <br /> application. <br /> (iv) Low Severity: Issues that do not prevent user action or cause any difficulty but <br /> may be perceived as detracting from the quality of the product. <br /> 3. Target Resolution Times. AmpliFund will use commercially reasonable efforts to meet the <br /> following target time frames for resolution of Issues from the time AmpliFund receives a <br /> Support request: <br /> Severity Target Resolution Time <br /> Critical 4 hours or better <br /> High 48 hours or better <br /> Medium 10 business days or better <br /> 4. Scheduled Maintenance Downtime. AmpliFund may perform schedule maintenance Monday <br /> through Friday, between the hours of 10 PM—11 PM ET. In the event maintenance is required <br /> outside these established windows, AmpliFund will make reasonable efforts to notify <br /> Page 12 of 17 <br />