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DocuSign Envelope ID:76CF67A5-DD8E-4775-9AF0-37013D3CD9D1 <br /> 15 EXHIBIT E MAINTENANCE SERVICES <br /> Maintenance Generally. Spatialest's Maintenance Services are provided only for the standard version <br /> of the Software/Subscription Services made generally available by Spatialest and do not apply to any <br /> custom software deliverables that may be provided by Spatialest to Customer as part of Professional <br /> Services. <br /> Telephone Support. Spatialest technical support offers the Customer a single point of contact for all <br /> product support questions. The Customer will call the technical support hotline and the call <br /> coordinator will work to address Customer issues. Support is provided for the then current and one <br /> prior Upgrade of the Software. Customer shall always maintain two (2) appropriately qualified <br /> persons as its designated support representatives and keep Spatialest informed of their identities. <br /> Support calls to Spatialest shall be routed through such representatives. <br /> Response/Resolution Times. <br /> Spatialest's shall use commercially reasonable efforts to respond to and resolve the Priority Levels set <br /> out below in the time periods described below, provided that classification of any problem among <br /> Priority Levels shall be reasonably in accordance with the definitions specified below which shall be <br /> determined by Spatialest in its reasonable discretion: <br /> Priority Level Description <br /> 1 The Software/Subscription Services is down and cannot be accessed <br /> 2 The Software/Subscription Services is running but substantial errors occur <br /> 3 Errors in the Software/Subscription Services affect users'ability to benefit fully from it <br /> 4 The Software/Subscription Services display some minor errors <br /> The following target response and resolution times are applied: <br /> Priority Level Target Initial response Target for Temporary Fix or workaround <br /> 1 Within 5 Business Hours Within 1 Business Day <br /> 2 Within 1 Business Day Within 2 Business Days <br /> 3 Within 1 Business Day Within 3 Business Days <br /> 4 Within 2 Business Days Within 5 Business Days, unless otherwise indicated in <br /> response <br /> A business day is a 24-hour span except during weekends and Spatialest recognized holidays. <br /> Spatialest Master Software and Services Agreement 26 <br />