Agenda - 06-19-2018 8-m - Fleet Maintenance Software Purchase and Support Agreement

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e. Specific error messages, error numbers, log files and program numbers; and f. For customers who host FASTER on their internal IT infrastructure, additional information may be needed such as: Version of the FASTER Software in use, client or server operating systems versions, Hardware specifications, etc. 12. FASTER will follow the below process to assist Customer with resolution of issues: a. During Normal Business Hours, FASTER’s answering of phone calls is as follows: 95% by the third ring, 99% by the fifth ring. b. There is an exception to the above during FASTER Support Team training, which will occur no more than twice a month and for no more than 90-minutes each. During these training sessions, the response time may drop to 90% of calls answered by the fifth ring. c. FASTER’s response to email support requests during Normal Business Hours is: 95% within three hours and 99% within one business day. d. Once contact with a FASTER Support Team Member is established via phone or email, a case will be created for tracking purposes and the supplied information will be documented such that a Customer may request a case number for tracking purposes. e. In order to resolve the issues on Customer’s first call, FASTER’s Support is structured to: answer Customer’s questions and identify logs, tests or error information the Customer needs to acquire and submit in order to trouble shoot the issue during that first phone call. f. If the issue cannot be resolved in one phone call, the Support Team Member who took the call will diligently strive for timely resolution. If the Support Team Member cannot timely resolve this issue, he/she will engage with his/her supervisor to assign the case to the appropriate staff member for either resolution or escalation of the case to the Development Team. Term: For a new customers: The term is dictated by the Statement of Work & Pricing Document. For customers migrating to FASTER Web: The term and cost is dictated by the Statement of Work & Pricing Document. For customers renewing annual Software Upgrades & Support for their current FASTER product: The term of this Agreement shall be for one year from the day after the expiration of the previous year’s Software Upgrades & Support Agreement. The renewal will include a 3% (three percent) cost increase from the previous year’s Software Upgrades & Support Agreement. A lapse in Software Upgrades & Support is defined as non-payment for 60-days after the expiration of the previous year’s annual Software Upgrades & Support Agreement. Should the Customer lapse in its continuity Software Upgrades & Support by non-payment of more than 60-days, renewal of annual Software Upgrades & Support will be at FASTER’s discretion and may require a penalty payment and a price that is based on current retail cost. Customer may opt to terminate Software Upgrades & Support at the later of the end of any one-year term or the term identified in the Statement of Work & Pricing. Customer may renew Software Upgrades & Support by paying for the next year’s annual Software 33