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DocuSign Envelope ID:5217DEC1-2EF1-4A49-AD1 F-F6CBCC3F8A9E <br /> EXHIBIT B <br /> SUPPORT SERVICES ADDENDUM <br /> 1. DEFINITIONS.Capitalized terms not defined below shall have the same meaning as in the General Terms&Conditions. <br /> 1.1. "Enhancement"means a modification,addition or new release of the Software that when added to the Software,materially changes <br /> its utility,efficiency,functional capability or application. <br /> 1.2. "E-mail Support"means ability to make requests for technical support assistance by e-mail at any time concerning the use of the <br /> then-current release of Software. <br /> 1.3. "Error"means an error in the Software,which significantly degrades performance of such Software as compared to ESO's then- <br /> published Documentation. <br /> 1.4. "Error Correction"means the use of reasonable commercial efforts to correct Errors. <br /> 1.5. "Fix"means the repair or replacement of object code for the Software or Documentation to remedy an Error. <br /> 1.6. "Initial Response"means the first contact by a Support Representative after the incident has been logged and a ticket generated.This <br /> may include an automated email response depending on when the incident is first communicated. <br /> 1.7. "Management Escalation"means,if the initial Workaround or Fix does not resolve the Error,notification of management that such <br /> Error(s)have been reported and of steps being taken to correct such Error(s). <br /> 1.8. "Severity 1 Error"means an Error which renders the Software completely inoperative(e.g.a User cannot access the Software due to <br /> unscheduled downtime or an Outage). <br /> 1.9. "Severity 2 Error"means an Error in which Software is still operable;however,one or more significant features or functionality are <br /> unavailable(e.g.a User cannot access a core component of the Software). <br /> 1.1. "Severity 3 Error"means any other error that does not prevent a User from accessing a significant feature of the Software(e.g.User <br /> is experiencing latency in reports). <br /> 1.2. "Severity 4 Error"means any error related to Documentation or a Customer Enhancement request. <br /> 1.3. "Status Update"means if the initial Workaround or Fix cannot resolve the Error,notification of the Customer regarding the progress <br /> of the Workaround or Fix. <br /> 1.4. "Online Support"means information available through ESO's website(www..sosolutions.com),including frequently asked <br /> ....... ........................ <br /> questions and bug reporting via Live Chat. <br /> 1.5. "Support Representative"shall be ESO employee(s)or agent(s)designated to receive Error notifications from Customer,which <br /> Customer's Administrator has been unable to resolve. <br /> 1.6. "Update"means an update or revision to Software,typically for Error Correction. <br /> 1.7. "Upgrade"means a new version or release of Software or a particular component of Software,which improves the functionality or <br /> which adds functional capabilities to the Software and is not included in an Update.Upgrades may include Enhancements. <br /> 1.8. "Workaround"means a change in the procedures followed or data supplied by Customer to avoid an Error without substantially <br /> impairing Customer's use of the Software. <br /> 2. SUPPORT SERVICES. <br /> 2.1. Customer will provide at least one administrative employee(the"Administrator"or"Administrators")who will handle all requests <br /> for first-level support from Customer's employees with respect to the Software.Such support is intended to be the"front line"for <br /> support and information about the Software to Customer's Users. ESO will provide training,documentation,and materials to the <br /> Administrator to enable the Administrator to provide technical support to Customer's Users. The Administrator will notify a <br /> Support Representative of any Errors that the Administrator cannot resolve and assist ESO in information gathering. <br /> 2.2. ESO will provide Support Services consisting of(a)Error Correction(s);Enhancements,Updates and Upgrades that ESO,in its <br /> discretion,makes generally available to its customers without additional charge;and(c)E-mail Support,telephone support,and <br /> Online Support.ESO may use multiple forms of communication for purposes of submitting periodic status reports to Customer, <br />