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<br /> <br /> <br /> 7 <br />File: VS Terms of Service 04DEC2020-V01 ©RecTrac, LLC All rights reserved. <br /> Last Revision: 9/29/2021 <br />rates (plus expenses - if any incurred). <br />Implementation and Training may be performed <br />remotely or on-site. We also offer access to online <br />training materials, including: user reference <br />manuals, installation planning guides, report <br />listings, "FasTrac" how to videos, online help, and a <br />sample training database with tutorials. You may <br />request follow-up or additional trainings at our <br />then-current hourly rates, and subject to <br />scheduling availability. Additional training will <br />occur online (remote). <br /> <br />11. CUSTOMER SUPPORT. <br />11.1 Standard Support. All Customers receiving <br />our Services will receive "Standard Support" <br />services, which includes online support and access <br />to a VS support documentation library. Online <br />support includes access to an online knowledge <br />database, support videos accessible through the VS <br />website, e-learning content and the ability to <br />participate at no additional cost in periodic live <br />webinars offered from time to time by VS. The VS <br />support documentation library is accessible <br />through the VS website and includes access to user <br />reference manuals, installation planning guides, <br />report listings, online help and a sample training <br />database with tutorials. Customers can print any <br />number of copies needed to train staff and manage <br />their business operation. Customers can access <br />standard support channels online, 24 hours a day, <br />7 days a week. VS's standard support services are <br />included with Customer's payment of Software <br />Fees. <br />11.2 Premium Support (Support Desk). Customers <br />choosing our "Premium Support" service will <br />receive access to our award-winning "Support <br />Desk," which, in addition to Standard Support, <br />makes certain channels available to Customers like <br />phone and chat support with a live VS support <br />agent. Customers receiving Premium Support shall <br />be responsible for paying Support Fees as <br />described in the Order Schedule. The Support Desk <br />is open for call-in phone support five (5) days a <br />week, Monday through Friday, 8 am ET to 8 pm ET; <br />real-time chat support is available five (5) days a <br />week, Monday through Friday, 8 am ET to 5 pm ET. <br />Premium Support includes online portal case <br />creation, email assistance and call-back services, <br />and Customer ability to choose remote-in live <br />support services via Zoom or Microsoft Teams. <br />11.3 Customer Support Not Provided. Regardless <br />of whether you are a Standard Support or Premium <br />Support Customer, we do not provide the following <br />customer support services as part of the <br />Agreement: (a) actual usage of standard hour <br />pager support, 8 pm ET to 8 am ET, Monday <br />through Friday, and Saturday, Sunday and holidays, <br />24 hours, 7 days a week; (b) travel and out-of- <br />pocket expenses for installation and on-site <br />training services; (c) telephone support related to <br />computer hardware, operating systems, <br />networking, reinstallation and configuration of <br />application software (including VIC), point-of-sale <br />hardware, and access control hardware; (d) <br />telephone support and/or training as a substitute <br />for on-site training or classroom training; (e) VS <br />application software WAN access configuration; (f) <br />customized discovery, custom programming, <br />development, and maintenance; (g) interfaces to <br />export or import data from or to other application <br />software databases; and (h) extended dedicated <br />support to implement or change certain functions, <br />such as switching from cash to accrual accounting <br />or customizing WebTrac splash page; (i) performing <br />periodic VS software updates if database is on- <br />premises; (j) purchase installation or configuration <br />of SSL certificates for on-premises configurations; <br />and (k) data entry or database management. VS <br />may provide some of these Services under a <br />separate engagement, the terms of which should <br />be agreed upon and documented in a signed <br />Statement of Work. <br />11.4. Remote Access Authorization. We will <br />provide you with on-going support or updates for <br />the proper functioning of our Services, including <br />the Software, which we can only provide or make <br />available through remote access to your <br />technology systems. By using our Services, or <br />accessing our Software, you expressly authorize us <br />DocuSign Envelope ID: E67DC299-98E1-4682-B281-3085AC9FC5B4DocuSign Envelope ID: D8616E66-A1E5-427C-BF38-08F85D32580F