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DocuSign Envelope ID: D1041CA6-DBD4-42BE-8B32-7C592BF2BA15 <br /> AMS —TMA Terms Document <br /> EX HD a TT A, Ef o l" o LA I <br /> TMA takes great pride in the level of support it provides both in terms of response time and <br /> knowledge of the system. In recognition of our company's commitment to its clients, we have a <br /> comprehensive support plan in place to make certain you are a satisfied client. The details of our <br /> proposed Gold Plus Annual Support Plan are described in the following: <br /> • Free and timely updates to the current version of your licensed TMA software when <br /> released. Includes supporting documentation <br /> • Technical support weekdays (excluding holidays) from 7:00 to 5:00 CST/CDT via phone, <br /> fax, and e-mail <br /> • Access to the TMA Internet support site (www.tmasystems.net) <br /> • TMA Customer Support Portal for clients to submit new issues, review previously closed <br /> or open issues, and download software from www.tmasystems.net <br /> • Direct toll-free phone access by clients to TMA's Call Center and Technical Support <br /> Agents for immediate help <br /> • State-of-the-art call tracking software used by TMA to log and track client issues <br /> • Escalation procedures for critical issues <br /> • Application support via Join.me.com, allowing technical support agents to connect to the <br /> client's workstation via the Internet <br /> • Access to tutorials via the TMA Customer Support Portal that covers basic functions in <br /> the application such as processing requests, work order generation, work order browse, <br /> work order costs, and planned maintenance scheduling <br /> • Access to the TMA list server for interacting with other TMA users through e-mail <br /> • Quarterly TMA newsletters with useful information and e-mail notifications of upcoming <br /> events, upcoming releases, and general information <br /> • Availability of a secure FTP site for clients to upload and download files for quick file <br /> retrieval <br /> In addition to the benefits listed above, TMA Gold Plus Support Plan also includes: <br /> • Emergency after-hours phone support 24 hours/ 7 days per week <br /> 10 <br />