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aVRIVe, software EXHIBIT 1— SERVICES SERVICE LEVEL AGREEMENT (SLA) SUPPORT PROCESS AND SERVICE LEVEL AGREEMENT Avolve's current support process and service level commitments ("Support") are defined below. Support Portal. Avolve provides Support through its Support Portal(https://supoort.avolvesoftware.com). All issues can be logged using the portal or through an on -call support number. Customer personnel receive Support Portal login credentials promptly following purchase of rights to use the Avolve SAAS Solution. After a login is received, the Customer may enter, track, update, and report on trouble ticket, as well as communicate with Avolve helpdesk staff via phone, email, web meeting, and/or ticket notes. Help, FAQs, Documentation, and a Knowledge -base are also available at the Avolve support portal. Support Hours. 8 AM — 5 PM MST. Planned Downtime. Avolve or its third -party agent may render the Avolve SAAS Solution unavailable in order to perform upgrades, updated, patches, enhancements and routine maintenance activities, so long as the Avolve SAAS Solution is only unavailable to Customer and its Customer Users outside of the hours of 8 AM through 5 PM Mountain Standard Time on business days during the Subscription Term. Avolve shall provide no less than five (5) days advance notice to Customer of any planned downtime. Customer acknowledges that in the case of emergencies, Avolve or its third -party agents may render the Avolve SAAS Solution unavailable in order to address the emergency. In such situations, if reasonably feasible, Avolve will provide notice to Customer in advance of renderingthe Avolve SAAS Solution unavailable or, if not reasonably feasible, notice to Customer promptly following the rendering of the Avolve SAAS Solution unavailable. Customer understands and agrees that Avolve shall not be liable for any such interruption in access to the Avolve SAAS Solution for downtime occurring pursuant to this paragraph (collectively, referred to herein as "Planned Downtime"). Problem Determination and Resolution. Avolve resources are allocated to resolve reported problems based on the severity level as described in the following table. Avolve uses commercially reasonable efforts to provide a prompt acknowledgement, acceptable resolution, workaround, or a plan for the provision of a resolution or acceptable workaround in the timeframe set forth below: Severity Level Definition Response Time Resolution Commitment The Level 1 Support Engineer will try to resolve the issue within 15 — 30 minutes. If it requires further investigation and longer resolution time, it is escalated to the Level 2 '.., or 3 Support Engineer during business ornon- business hours. Status updates will be An error that causes a provided periodically, but no less than 4 hour System catastrophic failure 1 Hour intervals, on System Down tickets 24x7 until Down substantially impacting resolution. Customer's business. Infrastructure issues are often resolved quickly by service or system restart. Any potential system alerts will be promptly addressed in an effort to avoid issues from occurring. Page 14 of 30