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CP CIVICPLUS' 28. CivicPlus provides live support engineers based in the domestic United States to respond to basic questions concerning use and configuration, to diagnose software code-related errors, and proactively identify potential systems issues.CivicPlus support engineers serve a preliminary function in the agile development process and escalate defects to software developers or architects for remediation.For security purposes,CivicPlus support engineers are not permitted to modify user accounts, and permissions nor distribute access outside of accounts established by means of a support interaction for testing. Customer delegated Users may receive tutorials and guidance on account modifications but will perform the action themselves. 24. CivicPlus support hours span between the hours of 7 am to 7 pm CST, but may vary by product. Customer may access the CiviePlus Help Center(civicplus.help) to obtain each product's support hours.After hours support is available by toll-free phone call only.Non-emergency support requested outside of support hours will be subject to additional fees, such fees will be quoted to Customer at the time of the request and will be subject to Customer acceptance and invoiced the next business day following the non-emergency support. CivicPlus shall have the sole discretion to determine in good faith whether support requests qualify as an emergency,exceed reasonable use or are outside the scope of services outlined in any SOW. 30. If a reported problem cannot be solved during the first support interaction,Customer will be provided a ticket number that will be used as communication method throughout ticket escalation until a solution is provided. Support service does not include support for errors caused by third party products or applications for which CiviePlus is not responsible. Marketing 31. Customer hereby authorizes CivicPlus to include CivicPlus's name and logo inconspicuously within the Customer's instance of the Services. Customer may publicly refer to itself as a customer of the CiviePlus Services, including on Customer's websitc and in sales presentations.Notwithstanding the foregoing,each Party hereby grants the other a limited, worldwide,license to use the other's logo in conformance with such Party's trademark usage guidelines and solely for the purposes of providing the Services. In no event will either Party issue a press release publicly announcing this relationship without the approval of the other Party,such approval not to be unreasonably withheld. Limitation of Liability 32. CivicPlus'liability arising out of or related to this Agreement,or any associated SOW,will not exceed or three times the amount paid by Customer for the Annual Recurring Services in the year prior to such claim of liability. 33. In no event will CivicPlus be liable to Customer for any consequential, indirect, special, incidental, or punitive damages arising out of or related to this Agreement. 34. The liabilities limited by Section 32 and 33 apply:(a)to liability for negligence;(b)regardless of the form of action, whether in contract,tort,strict product liability,or otherwise;(e)even if Customer is advised in advance of the possibility of the damages in question and even if such damages were foreseeable; and(d)even if Customer's remedies fail of their essential purposes. If applicable law limits the application of the provisions of this Limitation of Liability section, CivicPlus' liability will be limited to the maximum extent permissible. Warranties and Disclaimer 35. Each person signing the SOW,or otherwise agreeing to the terms of this Agreement,represents and warrants that he civicpluS.eom 1302 South 41n Street, Suite 500 I Manhattan, KS 66502 1 888-228-2233