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Appendix C
<br />G lobalCare* S upport Terms and Conditions
<br />1. GlobalCare Support Services With respect to the GE Software las defined in the underlying Software License Agreement) licensed by G E
<br />and listed on C usanner's GlobolCare Support Program Certificate I"G IobolCare Certificate "I G E shall provide G IobalCare Support S ervices as
<br />detailed in the applicable customer support guide "Customer S upport G uide"I and as provided below.
<br />1.1. Telephone Support. To the extent provided in the C ustorner S upport G uide applicable to the type of G IobolCare purchased by Customer,
<br />GE will provide support consultation to Customer regarding use and operation of the GE S oftware. Such consultation may occur via telephone
<br />or web -based communication.
<br />1.2. Problem Solving. To the extent provided in the Customer S upportG aide applicable to the type of GlobalCore purchased by Customer, G E
<br />technical personnel will be assigned to attempt correction of problems in the G E Software discovered by Customer and reported to G E in
<br />sufficient detail to permit GE to reproduce such problems. Customers ore advised that remote access trouble -shooting tools may be called for
<br />in order to assist efforts to correct problems, and that such efforts may be impaired if the customer is unable to accommodate the use of such
<br />tools. Corrections made by G E to such problems will be available to Customer as provided in the Customer 5 upport G aide. G E's obligation
<br />shall be to use its reasonable efforts to correct such problems; however, GE does not warrant or guarantee that all such reported problems or
<br />questions will be consoled or resolved. In the event a reported problem is determined to be of Customer origin, G E may bill Customer atGE's
<br />then -current per diem rates for any time expended in an effort to correct such problem.
<br />1,3. Enhancements. To the extent provided in the Customer S upport Guide applicable to the type of GlobolCare purchased by Customer GE
<br />will provide Customer with notice of all Service Pack enhancements. Softwore improvements and version upgrades 1"Service Pocks, SIMS
<br />and Upgrades"1. G E reserves the right to charge for significant new product functionality introduced in major product releases ('Major
<br />Feature"). Major Features are licensed separately and will be additional to the base configuration that Customer is already licensed to use.
<br />S ervice Packs, SIMS, and Upgrades, if provided, shall be for the quantity of registered GE Softwore systems on site. Service Packs, S IMs,
<br />and Upgrades apply only to the G E Software and do not include any updates, enhancements, service packs, or upgrades to the operating
<br />system or other Software.
<br />2. Software License Terms. All Service Packs, SIMS, Upgrades, and other such supporting materials furnished to Customer hereunder shall
<br />be considered part of the G E Software and subject to all the terms and conditions of the underlying Software License Agreement.
<br />3. Conditions of Service. G E shall not be required to provide support relating to problems or issues arising from til modified or abnormal
<br />operating conditions, ( ill C ustomer's use of the G E S oftware in a monner for which it was not designed, !iii) damage to the computer on which
<br />the GE Softwore is installed, Irv) Customer's negligence, misuse or modification of the G E Software or its configuration (including SQL(. Ivl
<br />versions of the G E S oftware other than those designated in the applicable Customer S upport G uide, Ivi) systems that do not meet the
<br />specifications or configurations, if any specified bg G E, Ivii) effects of external systems (network, data feeds, shared/virtual hardware, other
<br />products), (viii) customer failure to keep current with backups, virus protection, operating system/database patches, or other IT best practices,
<br />or Ox) accessing the Software or data except through the official API. C ustomer must consult with G E before performing any upgrades on any
<br />third party S oftware required to run the G E Software.
<br />4, Term, Renewal and Termination
<br />4.1. GlobalCare Support dates of service will be as stated on Customer's GlobolCare Certificate.
<br />4.2. Provided that G E has not given C ustomer written notice of its intent to alter, discontinue, or refuse to renew any G IobalCare S upport
<br />Services at least one gear in advance of expiration of the then -current term, G E shall notify Customer that the then -.current service period is
<br />ending and provide Customer with a quote for renewal, no less than thirty 1301 days prior to expiration of the then current service period.
<br />Payment for GlobalCare S upport S ervices is required in advance, without right of refund. Timely purchase and payment of the applicable
<br />yearly service fee shall extend G IobalCore S upport Services, If an order or payment is not received as set forth herein, G IobalCare S upport
<br />Services will be terminated, and Customer will be placed on inactive status. Customer may reactivate GlobalCore Support Services thereafter
<br />bg paying a re -instatement fee.
<br />4.3. GlobalCare Support S ervices shall automatically terminate in the event the license to the underlying Software is terminated.
<br />5. Use of Technical Information. With respect to any technical information that C ustomer may provide to G C in connection with the G IobalCare
<br />Support S ervices, G E may use such information for the limited purposes of writing and posting technical notes or knowledge articles or
<br />compiling aggregate data, for internal use onlu on the frequency and type of support services requested. G E will not utilize such technical
<br />information in any form that personally identifies Customer.
<br />"GlobalCare Is a trademark of GE Intelligent Platforms, Inc
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<br />G E IP - Terms and Conditions - 130214
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