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EXHIBIT D <br />3Di Inc. Support Terms <br />Company will provide remote (via WebEx, email, and telephone as necessary) technical support for our services <br />on a business day basis. Business day is defined as 8:00 AM through 5:00 PM Central Time zone, excluding <br />federal holidays and weekends ("Support Hours"). <br />Company will provide an online tool such as "Zoho" for issue management to support services covered in the <br />scope for this agreement. Management and tracking of the issues will be done using this tool. <br />Customer will report the issue via email, telephone or by logging the issue in the issue managements system. If <br />the issue is logged via email or telephone, the Company shall enter the same into the issue management system. <br />All the stakeholders who have access to the issue management system will be able to get status of the issues <br />anytime. <br />Company will use commercially reasonable efforts to respond to all Helpdesk tickets within one (1) business <br />day. <br />Company provides two types of support services: Maintenance, Operations, and Support (MOS) and "Genie <br />Hours". <br />Maintenance, Operations, and Support (MOS) is defined as the following: <br />3Di's Maintenance, Operations & Support (MOS) Program is a comprehensive support program that gives <br />customers maximum flexibility and highest level of support for applications developed by 3Di. <br />• Maintenance <br />o System Software Updates, Bug Fixes, and Patches <br />o Coordinate Release Management and Version Control with the customer <br />o Routine system and application log maintenance to ensure system performance and problem <br />resolution <br />Operation <br />o Systems, application monitoring, and customer notification of errors, downtime, security breach, <br />or issues that affect the System <br />o System and application tuning for optimal performance <br />o System Security Monitoring & Notification (Unauthorized use, intrusion or data compromise) <br />o System Recovery from errors and/or downtime <br />Support <br />o Support Request Management <br />• Phone Support: M-F (Except Holidays) 0800-1700 hours <br />• Email Support: 24 hours <br />o Web/Mobile Accessible Service Ticket Status <br />o Monthly Status Report for Maintenance, Operations and Support <br />o SLA Based <br />