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PRIME_ Gff A Support Call's Priority Code may he escalated by either the Customer or PrimeGov, if it is found to be more business critical than First realized or if the steps to resolve are proving unsatisfactory. In the event of escalation the following contacts from PrimeGov should be called: Role Name Contact Details V.P. Customer Success Larry Thorpe Larry.thorpe@primegov.com Director Josh Hurni josh.hurni@primegov.com CEO Sherif Agib sherif@primegov.com 4. Minor Enhancements Requests by the Customer for minor enhancements or changes to the Service not relating to a defect or error inherent in the Service will be considered on a case by case basis and will be included under this Agreement at the sole discretion of PrimeGov if in the PrimeGov software product roadmap. S. Exclusions a) Requests by the Customer for significant enhancements or changes to the Service not relating to a defect or error inherent in the Service will be excluded from this Agreement and will be managed separately. b) PrimeGov is only obliged to provide the Support Services with respect to the then current version of the Service. If PrimeGov provides Support Services for older versions/releases, this is done without obligation on an "as -is" basis at PrimeGov's sole discretion and without any service level applying and PrimeGov may make the provision of further Support Services for older versions of the Service subject to the payment of additional fees. c) any alteration, modification or maintenance of the Service by the Customer or any third party which has not been authorized in writing by PrimeGov; d) any failure by the Customer to implement any recommendations, solutions to faults, problems or updates previously advised or delivered by PrimeGov to the Customer; e) either Parry being subject to Force Majeure; f) the Customers failure, inability or refusal to allow PrimeGov's personnel proper and uninterrupted access to the Service;