ESO Solutions, Inc. 12/8/2016 - Laserfiche WebLink

EXHIBIT B SUPPORT SERVICES AND SERVICE LEVELS This Exhibit describes the software support services("Support Services")that ESO will provide and the service levels that ESO will meet. I. Definitions. Unless defined otherwise herein, capitalized terms used in this Exhibit shall have the same meaning as set forth in the Agreement. (a)"Customer Service Representative"shall be the person at ESO designated by ESO to receive notices of Errors encountered by Customer that Customer's Administrator has been unable to resolve. (b)"Error"means any failure of the Software to conform in any material respect with its published specifications. (c)"Error Correction"means a bug fix, patch, or other modification or addition that brings the Software into material conformity with its published performance specifications. (d)"Priority A Error"means an Error that renders the Software inoperable or causes a complete failure of the Software. (e)"Priority B Error"means an Error that substantially degrades the performance of the Software or materially restricts Customer's use of the Software. (f)"Priority C Error"means an Error that causes only a minor impact on Customer's use of the Software. (g) "Update" means any new commercially available or deployable version of the Software, which may include Error Corrections, enhancements or other modifications,issued by ESO from time to time to its Customers. (h)"Normal Business Hours"means 7:00 am to 7:00 pm Monday through Friday,Central Time Zone. 2. Customer Obligations. Customer will provide at least one administrative employee(the"Administrator"or"Administrators")who will handle all requests for first- level support from Customer's employees with respect to the Software. Such support is intended to be the "front line" for support and information about the Software to Customer's employees. ESO will provide training,documentation,and materials to the Administrators to enable the Administrators to provide technical support to Customer's employees. The Administrators will refer any Errors to ESO's Customer Service Representative that the Administrators cannot resolve,pursuant to Section 3 below;and the Administrators will assist ESO in gathering information to enable ESO to identify problems with respect to reported Errors. 3. Support Services. (a)Scope. As further described herein,the Support Services consist of: (i) Error Corrections that the Administrator is unable to resolve and (ii) periodic delivery of Error Corrections and Updates. The Support Services will be available to Customer during normal business . hours, to the extent practicable. Priority A Errors encountered outside normal business hours may be communicated to the Customer Service Representative via telephone or email. Priority B and C Errors encountered outside normal business hours shall be communicated via email. (b)Procedure. (i) Report of Error. In reporting any Error,the Customer's Administrator will describe to ESO's Customer Service Representative the Error in reasonable detail and the circumstances under which the Error occurred or is occurring; the Administrator will initially classify the Error as a Priority A, B or C Error. ESO reserves the right to reclassify the Priority of the Error. (ii) Efforts Required. ESO shall exercise commercially reasonable efforts to correct any Error reported by the Administrator in accordance with the priority level assigned to such Error by the Administrator. Errors shall be communicated to ESO's Customer Service Representative after hours as indicated below,depending on the priority level of the Error. In the event of an Error, ESO will within the time periods set forth below, depending upon the priority level of the Error, commence verification of the Error; and,upon verification,will commence Error Correction. ESO will work diligently to verify the Error and,once an Error has been verified,and until an Error Correction has been provided to the Administrator,shall use commercially reasonable,diligent efforts to provide a workaround for the Error as soon as reasonably practicable. ESO will provide the Administrator with periodic reports on the status of the Error Correction on the frequency as indicated below. Priority of Error Communicating Error to ESO Time in Which ESO Will Frequency of Periodic Status outside Normal Business Hours Commence Verification Reports Priority A Telephone or email Within 8 hours of Every 4 hours until resolved notification Priority B Email Within 1 business day of Every 6 hours until resolved notification Priority C Email Within two calendar Every week until resolved weeks of notification • ESO Solutions,Inc. Subscription Agreement 092214 Page 7 of 13