MERIDIAN KNOWLEDGE SOLUTIONS, LLC

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viii. E-mail or webmail delivery and transmission; ix. DNS (Domain Name Server) Propagation; and / or X. Outages elsewhere on the Internet that hinder access to your account. MERIDIAN is not responsible for browser or DNS caching that may make your site appear inaccessible when others can still access it. MERIDIAN will guarantee only those areas considered under the control of MERIDIAN: MERIDIAN server links to the Internet, MERIDIAN'S routers, and MERIDIAN'S servers. 2) Software Support. MERIDIAN will provide software support as defined below: i. During Standard Business Hours ii. Access for up to three (3) named system administrators, provided their successful completion of Meridian's administrator proficiency training iii. Help desk support and guidance on the use of existing base product functions. Effort exceeding a total of one (1) hour per one function is considered Training and is not included as part of Software Support. iv. Troubleshooting of CLIENT reported functional and technical issues related to the intended use of the Software. V. Troubleshooting of third -party or client -developed content, as it relates to successfully launching and tracking in the Software. To provide effective support for CLIENT submitted support requests, MERIDIAN will categorize issues based upon the issue's severity level and the time it was received. MERIDIAN may require additional details from CLIENT after initial issue submission to help resolve the issue. Additional details regarding severity levels and response time targets are detailed in MERIDIAN's Support Policy. 3) Support Exclusions. All other support that is not explicitly defined in Section 2 Software Support in this Schedule is excluded. 4) Credit Request and Payment Procedures. In order to receive a credit for system availability as defined in Section 27b herein, CLIENT must make a request therefore by sending an email message to creditrequest@meridianks.com. Each request in connection with this Schedule must include CLIENT's account number (per MERIDIAN's invoice) and the dates and times of the unavailability of CLIENT's Web site and must be received by MERIDIAN within ten (10) business days after CLIENT's Web Site was not available. If the unavailability is confirmed by MERIDIAN, credits will be applied within one week after MERIDIAN's receipt of CLIENT's credit request. Notwithstanding anything to the contrary herein, the total amount credited to CLIENT in a particular month under this Service Level Agreement shall not exceed the total Subscription fee paid by CLIENT for such month for the affected Services. Credits are exclusive of any applicable taxes charged to CLIENT or collected by MERIDIAN and are CLIENT's sole and exclusive remedy with respect to any failure or deficiency In the Availability of Service.