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Service Plus Support Services Agreement Avoce+ + e The above service levels are maintained providing there are hours remaining in the budget. If no hours remain in the budget service levels will only be maintained with Client authorization and are dependent on Avocette resource availability. Exclusions (Service Levels are no longer in effect): • A ticket is referred to Clariti as a product or SAAS issue • A ticket relates to CLIENT network or system issues not covered. In the event of an external disaster or disruption. The following are required for Avocette to meet the above service levels: • CLIENT will provide all required subscription, software and/or hardware licenses required to support the application. The support team will not be on -site at CLIENT's location and Avocette's support team will be able to access the CLIENT network remotely using an SSTP VPN connection to access the necessary application environments. Service level reporting is a key means of communication between CLIENT and Avocette. It is a forum to discuss the performance with respect to service levels, the accomplishments and challenges, and to have open honest dialog about the service delivery and relationship. It also allows potential risks to be discussed and addressed proactively. Service level reporting is provided through the Avocette service manager and as agreed to by the CLIENT. Service level meetings are recommended to review the report and to have dialog around the service delivery and support relationship. 2.4.1 Service Level Meetings The following service level meetings will be conducted: Weekly Prioritization meeting to review and rank incidents in priority. • Monthly Planning meeting to assess service request planning, status, priority and actions. • Annual Service Delivery review meeting to review the previous year and determine what adjustments are required for the next year. Attendees will include at least: Avocette Service Delivery Manager • CLIENT Contract Manager Note: Actual time spent conducting and documenting service level meetings will be charged at the contract rate. Note: Avocette Weekly, Monthly, Quarterly and Annual meetings will occur via conference call unless otherwise requested. 2.4.2 Service Level Report The service level report is prepared weekly and monthly and will include the following information: