COPLOGIC INC. 2-2014 - Laserfiche WebLink

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SCHEDULE A Company Hours of Support and Maintenance Service are as follows: Regular Hours of Service (Pacific Time 0900 to 1700 hours, Monday to Friday (excluding Holidays observed by the U.S Federal Govt.) E-mail received bv: Company staff at supporter coylogic, coin After Hours Service (Pacific'fime) 1.701 to 0859 hours, Monday to Friday Saturdays & Sundays Holidays E-mail received bv: Company staff atAlppOrt q coptogic.colu Incident/Request for Service Priority. All support and maintenance incidentq requests for service will be prioritized on the following basis: Priority I Definition A Work is stopped to the point that critical business activities cannot continue. e.g. Loss of use ofmajor features, file system corruption, data loss, security issue, system outage. B Issues or features of the product are preventing normal operations, C Non-critical features, for which a convenient or reasonable work around exists, or a Feature which functions unexpectedly. Slight inconvenience. Response Time. The following table outlines the response times for each priority: Priority Response Time Response Time During BC t,Iar HonrS of Service Dnrtn After of Service A 2 hours 6 hours from time of notifying the vendor contacts through voice mail or e-mail B (2) business days of Company receipt or Not available verbal, written or electronic notice thereof and to correct the Priority B Issue by the Customer's reasonably requested date. If the Priority B Issue is not corrected within 2 business days of the original notification Company will provide the Customer with reports of its efforts to correct the Priority B Issue as requestedby Customer. C, As time permits basis or inclusion in the next Not available scheduled update to the Licensed Product, . .......... Coplogic — DORS Software Subscription, Support and Maintenance Agreement