2019-004-E OPT - Ecolane dispatch and scheduling software

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DocuSign Envelope ID:CD64977C-17FD-49FO-9672-81 D6326AF370 EXHIBIT B SUPPORT SERVICES/SERVICE LEVEL AGREEMENT This Exhibit B is made part of and incorporated in that certain Software License & Services Agreement ("Agreement"), dated August 14, 2018, by and between Ecolane USA Inc., a Delaware corporation ("Licensor" or "Ecolane"), and Orange County Public Transportation ("Licensee" or"Customer"). Overview Ecolane's Support Services are set forth in this Service Level Agreement. During the term of this Agreement, Ecolane will provide the following support services if the Licensor Software does not operate substantially in accordance with the Documentation. Support will be handled via phone, email, and the internet when Ecolane support personnel are not at the customer site. The infrastructure for this plan is a request tracking system used to facilitate the process of tracking and resolving customer needs and issues. Every service request is logged into the system and is accessible by Ecolane support representatives. Assignment of Service Request Severity When a customer has opened a service request and reaches customer support, the Ecolane associate will assess the severity of the request based on the customer's description of the issue. The severity of the service request will be recorded at support.eco lane.com. Table 1 below describes the definitions used in identifying and assigning a severity to the customer's reported issue. Criteria • Customer's production system is down Critical Ecolane product is unusable resulting in total disruption of work or other critical business impact. • No workaround is available • Major feature/function failure High . Operations are severely restricted • A workaround is available • Minor feature/function failure Medium 0 Product does not operate as designed, minor impact on usage, acceptable workaround deployed Low Minor issue • Documentation, general information, enhancement request, etc. Response and Resolution Targets Ecolane Customer Support response and resolution targets are described below: Response: When Ecolane Customer Support receives a support request, a support engineer will provide feedback to the customer that the request has been logged and assigned to the appropriate resource. The exact response (described below) will vary depending on the support method used by the customer, and the response time will commence as soon as the support request is received and Ecolane has a clear understanding, the ability to reproduce or identify from the system log the issue at hand (support request) Web: Ecolane will assign a status and severity and update the service request to let the customer know the request has been received. A Service Request ID # will be assigned immediately when the support request is submitted from the Web. E-Mail: An automated e-mail reply will be sent immediately after receiving the e-mail request. Ecolane will reply to the e-mail with a Service Request ID # and a time frame when to expect a response or contain a request for additional information. Phone: Ecolane will answer the call or respond to a call that has gone to voice mail, document product specific information in the service request, provide the customer with a Service Request ID # and begin support activities. Including a roll back to an earlier version if possible and it is likely to solve the issue. Ecolane staff will be available for contact between 8 AM and 5 PM EST. Resolution: An answer, fix or a satisfactory workaround to the support request Solution: The long-term resolution to the support request, issue or question. Ecolane USA, Inc. 940 West Valley Road, Suite 1400,Wayne,PA 19087 610-312-0033 4821-6909-6038.1