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the minimum hardware; software, operating system, mobile devise, and other system and configuration requirements set forth In the Documentation or provided by Ventiv; and (c) any software not both supplied by Ventiv and identified on an Order Form. 7.2 Customer Support Services does not Include researching Customer requests, researching and fixing anomalies caused by other vendors, making changes resulting from internal Customer business practices, enhancing system configuration and other similar tasks that are requested or required, but are outside of VendVs control. Causes or errors that are not a truretabie to Ventiv (and therefore would also be considered Additional Services) iimelnde, but are not limited to, the following: (I) accident: unusual physical, electrical or electromnguetic stress; new ect; misuse; failure or fluctuation of electric power, air conditioning or humidity control; excessive heating; fire and stroke damage; or Causes other than ordinary use; (if) use of the Software on equipment or rotation media other than the equipment for which such software was designed and licensed for use on; (iii) interconnection, interfacing or operation of the Software with other software products not supplied by Ventiv; cv) operation of the Software with other media, hardware, software or telecommunication interfaces not meeting or not maintained in accordance with the manufacturer's or onvironmetgal or Ventiv's specifications; (v) improper installation by the Customer or use of the Software that deviates froth any operating procedures established by Ventiv 'In the applicable Documentation or in environmental or taanufactimerspecifications, for example, virtual machine configuration; (vi) modification, customization, alteration or addition or attempted modification, customization, alteration or addition of the Software undertaken by the oustomer or its agents, assigns, contractors, employees or other's under the oustomer's control (vii) software programs made by Customer or other parties unless specifically covered in a Statement of Work between the Customer and Ventiv; (viii) Customer's failure to httplementcurrrent versions of the Software that are issued under this Agreement; (ix) introduetion of data into any database used by the Software by any means other than the use of the Software; (x) failure by Customer to respond to any action plates provided by Ventiv pursuant to a support call by Customer; (A) improper or incomplete 12EE app €ication server administration, or (Al) improper or incomplete database administration. 7.3 If Ventiv has created a third party interface ( "Third Party Interface ") to one of Customer's third parry products provided by another vendor ("Third Party Product") and such vendor modifies the Third Party Product causing the Third Party Interface to stop functioning properly, then the services required to modify the Third Party Interface as a result of the changes to the Third Party Product are considered outside the scope of Customer Support Services and would incur additional fees in accordance with Section 14 below: Services required to resolve any Customer.Cteated Error are outside the scope of Customer Support Services and would Incur additional fees in accordance with Section 5.4 below. 7.4 if a problem reported is outside the scope of this Agreement as indicated in Sections 5.1 through 53 above, Vastly will notify Customer to that effect and reserves the right to charge Customer at Vontiv's then current standard hourly rates, for 'which Customer agrees to pay Ventiv promptly upon teoClving an invoice, Certain requests, such as building custom modules, database objects, reports, utilities or other complex projects {"Additional ServkeC) may also incur additional fees beyond those associated. with Customer Support Services and will be detailed in anew Order Form and Statement of Work agreed between the parties and subject to the terms and Conditions of this Agreement. The following are examples of Additional Support Services that are available from Ventiv: (I) add -on data conversions; (it) implementation for any optional saitware modules; (iii) supplemental training; (iv) custom reports — defining, creating, testing or troubleshooting (Ventiv will help with "how do I add a table, column, field, etc," in Report Designer, but Ventiv will require a Statement of Work to help troubleshoot or clean up a modified or custom report (unless the custom report is specifically under maintenance; for example: "l tried to add to or modify my oustom report and now my auistanding indemnity figures are incorrect )); (v) IVOS upgrades during non - business hours; (vi) security configuration consulting or setup; (vii) data conversion Issues once hansitioned from implementation to support; (viii) Ventiv database changes, such as organization changes, combining insureds, reference table changes, eta; (ix) corrections to Customer's data, including, but not limited to, data modification for purposes of exportinglimpotting tolfrom the Ventiv database; (x) database administration sorvices (iVOS self - hosted only); (xi) M-Ei application administration (MOS self-hosted only); fXH) backup and recovery consulting (iVOS selfihosted only); (xiii) performance troubleshooting outside of the application; (xiv) any hardware or software problems beyond the control of