Master Software & Services Agreement

Appendix A SUPPORT SERVICES AVAILABILITY:

NEXTDOCS reserves the right to update and change this Support Services Availability as needed, from time to time, and will inform the COMPANY with prior written notice 90 days in advance of any changes.
Telephone support during extended business hours: Monday Friday 3:00 am 8:00 pm US Eastern Standard Time at 610265-9474 (excluding normal business holidays) Unlimited Technical support cases through the use of an online error, problem and features tracking system provided to COMPANY Online knowledge base and case submissions available 24 hours 7 days a week 1 hour response time on all phone calls; 1 business day response time for emails or issues submitted through the designated channel; resolution times will be determined on complexity of issue reported COMPANY agrees that support contacts made outside of NEXTDOCS support hours as described above shall be limited to ERRORS of Severity Level 4 or Severity Level 5 (as outlined below), and shall be made to a technical support hotline number supplied by NEXTDOCS. Errors are defined as the software not working according to the specifications. NEXTDOCS will be responsible for assignation of resources to the ticket at the beginning of the next business day.

If NEXTDOCS does not receive a response from COMPANY NEXTDOCS will allow two business days for the customer to respond. If NEXTDOCS has not received a response at this time from COMPANY the ticket will be closed. Severity Levels: Upon the identification of any ERROR, NEXTDOCS shall determine the severity of such ERROR in accordance with the following severity levels.

Level
1 2 3 4 5

Description
Insignificant Minor Moderate High Major

Example
Loss aesthetic quality or user interface experience Loss of minor configurable operations Minor loss of core functionality not critical to overall functionality of the system Significant loss of core functionality, security, or data; work-around exists Loss of core functionality, security, or data ; no work-around exists

Response Times: After COMPANY has identified to NEXTDOCS an ERROR with associated severity level as defined below and subject to COMPANY assisting NEXTDOCS in attempting to recreate and diagnose the problem, NEXTDOCS agrees to: For Severity 5 level ERRORS, promptly assign an individual or individuals to address the problem, provide a response within one (1) hour, and provide a plan for Correction within 1 business day after receipt of the Priority Report; a Correction plan will either remediate the problem or provide an acceptable work-around; For Severity 4 level ERRORS, assign an individual or individuals to address the problem, provide a response within one (1) hour, and provide a plan for Correction within 2 business days after receipt of the Priority Report; For all other ERRORS, provide a response within one (1) hour, and provide a plan for Correction within 5 business days after receipt of the Priority Report; NEXTDOCS will work with COMPANY to define the scope of each ERROR and will agree to correct the ERROR as jointly defined. NEXTDOCS will not provide Root-Cause analysis. NEXTDOCS also agrees to employ best efforts to respond to requests for Corrections by COMPANY. NEXTDOCS will report all software bugs and feature requests to be added to normal Software Development processes.

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Master Software & Services Agreement

Configuration Change Plan: Changes to NEXTDOCS configuration can introduce instability to the system. To prevent this, NEXTDOCS shall provide a review of any configuration change desired . The NextDocs Configuration Change form must be reviewed and approved by NEXTDOCS for any change classified as High Risk in the table below. Any High risk change not reviewed by NEXTDOCS does not fall under the guidelines of this agreement. NEXTDOCS will return the Configuration Change form to CLIENT within 2 business days from the date submitted. Below is a table with examples of High and Low Risk configuration changes. The table below lists examples of configuration changes. If your change is not listed or you are unsure whether your change requires review please contact support@nextdocs.com to clarify

Description
Do Not Require Risk Review Require Risk Review

Example
Modifying SharePoint User Permissions Adding and Removing Users from SharePoint Groups Changing or Removing SharePoint Columns Making any untested changes directly to a Production Environment Changing Site URL Creating New Workflows Modifying NextDocs Lifecycle

COMPANY Assistance: In connection with SUPPORT SERVICES, COMPANY shall perform tasks as reasonably requested by NEXTDOCS to aid in the resolution of problems, and shall implement (as applicable) all reasonable workarounds to problems as directed by NEXTDOCS. COMPANY shall also provide NEXTDOCS with timely access to information, personnel, facilities, supplies, computers, passwords, and other items reasonably requested by NEXTDOCS. NEXTDOCS may identify errors as arising from nonNEXTDOCS hardware or software, CUSTOMIZATIONS, unauthorized modifications to the SOFTWARE, or from other issues that are not inherent in the SOFTWARE. In such a case, NEXTDOCS reserves the right to charge COMPANY for correcting such errors at its then-current rates for such services. However, COMPANY acknowledges that NEXTDOCS is not obligated to correct such errors. Term of SUPPORT SERVICES : SUPPORT SERVICES shall be provided for an annual term beginning on the Effective Date, and shall automatically renew for successive one-year renewal terms unless (i) terminated by COMPANY upon thirty (30) days prior written notice , (ii) the AGREEMENT has been terminated or (iii) COMPANY has not paid the amounts owed hereunder. Out Of Support Plan: If your problem is outside of the guidelines above then NEXTDOCS will charge an incident fee of 250 dollars to diagnose the problem. This diagnosis may result in an order of work to resolve the problem.

Interruption of Services: If COMPANY terminates the SUPPORT SERVICES in connection with NEXTDOCS breach of the AGREEMENT or its obligations set forth in this Appendix A, NEXTDOCS shall reimburse COMPANY for the prorated amount of the fees paid for the current term. If COMPANY decides to receive SUPPORT SERVICES after having discontinuing them, the COMPANY shall pay NEXTDOCS the amount of annual support services fees that would have been paid had COMPANY not interrupted services, as well as a re-subscription fee of 25% of that amount.

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