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MILLER MENDEL, INC. 2.2 Excluded Services. The Support Services do not include any of the following: (a) configuration of other applications required to access eSOPH System, including, but not limited to operating systems, ffrewalls, or networking components; (b) Client's ongoing training needs; (c) version upgrades of 31 party software used in connection with the eSOPH System; (d) enhancements, modifications, or customization to the eSOPH System performed at the Client's request and not intended to resolve a Defect; (e) any version or release of the eSOPH System that MMI may issue as a separate edition, including an alternative or premium version of eSOPH System for which additional fees may be required to access; or (f) resolution of Defects caused by any of the events described in Section 4 below. 2.3 MMI Support Hours. MMI will provide email support between the hours of 09:00 and 17:00 Pacific Time, Monday through Friday, excluding holidays. 2.4 Support Request Requirements. Client must comply with all of the following requirements as a condition to receiving Sport Services: 2.4.1 Attempted Resolution by Primary Administrative User(s). Client's Primary Administrative User shall act as the first line of support to troubleshoot any Defects experienced by Applicants and Authorized Users. Only when the Primary Administrative User cannot resolve the Defect should a Support Request be submitted to MML If a Defect is reported to MMI that the Primary Administrative User, based on the initial training provided by MMI concurrent with setup of Client's account to access the eSOPH Platform, should have been able to resolve without MMI's assistance, MMI may, in its sole discretion, (a) refer such Defect back to the Primary Administrative User for resolution and/or (b) charge Client MMI's then -standard hourly rates for MMI's resolution of such Defect. A minimum of one hour will be invoiced, regardless of time actually needed. 2.4.2 Submission by Primary Administrative Users. All Support Requests must be submitted by and through a Primary Administrative User; MMI is not required to respond to or resolve any Support Request that is submitted by a person other than a Primary Administrative User. 2.4.3 Information Required in Support Request. Each Support Request must include the following information, at a minimum ("Minimum Required Information"): (a) Client's reasonable, good faith classification of the priority (High, Medium, or Low) of the reported Defect in accordance with the priority levels and definitions contained in Section 2.6 below, with explanation; notation of their title; (b) Names of Applicants, References and Authorized Users involved with clear (c) Date and time of each occurrence; (d) Computer operating system used by party empiereing the defect; (e) Name of internet browser and version; (f) Specific steps to allow MMI personnel to recreate the issue; (g) Exact wording of any error message received, URL or name of page it was received on, or a screen shot of the error; (h) A description of all steps previously completed to resolve the defect; and (i) If MMI has permission to contact the party directly, if needed. Include contact information. MASTER SOFTWARE LICENSE & SERVICES AGREEMENT PAGE 17 OE 20 Version. April 12, 2017