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<br /> Page 5 of 8 <br /> <br />SCHEDULE B : Service Level Agreement <br /> Support Services Handbook – AIMS & Ce Connect Products <br /> <br />1. DESCRIPTION OF SERVICE <br />Catalis is committed to ensuring our customers’ success by offering direct, knowledgeable, and responsive technical support. We strive <br />to create a support environment that will provide you with timely information and prompt resolutions resulting in maximized availability <br />and increased performance of our Software. <br />This handbook provides guidelines and reference materials that describe Catalis’s Software support, system and application upgrade <br />process, certain customer responsibilities and Service Level response times. In most cases, the delivery of our support and maintenance <br />for Catalis Software products and services are governed by the terms and conditions herein. In some cases, you or your firm, company <br />or government agency has executed a separate License, Support and Maintenance Agreement with Catalis. If you have a separate <br />Agreement, to the extent this Handbook and your Agreement differ, your Agreement will govern your support and maintenance <br />arrangements with Catalis. <br />Some of Catalis Software products may be installed locally/on-premise on a customer’s servers or alternatively in Microsoft Azure <br />Cloud; others are hosted exclusively on Microsoft Azure Cloud. Catalis’s responsibilities will depend in some instances on where the <br />Software is installed. For example, if the customer has the Software locally installed on servers they control, database backups, system <br />and Software upgrades, encryption, anti-virus and fraud detection software are the responsibility of the customer. If the Software is <br />hosted on Microsoft Azure Cloud by Catalis, then those same responsibilities will be borne by Catalis. See Customer Responsibilities <br />section for additional responsibilities. <br /> <br />The Customer is responsible for First Line Support of any Catalis Software product, without regard to where the Software is hosted. <br /> <br />2. CONTACTING SUPPORT <br />Once a Customer is using an Catalis product or service, support is handled by Catalis’s Help Desk. Support may be requested using <br />Catalis’s toll-free phone number, or via TeamSupport, an online portal for reporting issues or errors. After-hours support is available for <br />an additional hourly fee and only offered on a non-guaranteed response time. <br />The Catalis Help Desk may be reached by calling 1-888-726-8110, ext 2. Catalis’s Standard Support <br />Hours are: Europe and South America Mon-Fri 9 a.m. to 5 p.m. (ET); North America (except for Alaska and Hawaii) Mon-Fri 9 a.m. to <br />5 p.m. (Local Time Zone); Alaska and Hawaii Mon-Fri 6 a.m. to 5 p.m. (Pacific Time). In all cases, excluding weekends and holidays. <br />Alternatively, TeamSupport can be accessed via the Catalis website Support page at: <br /> <br />https://automonllc.na1.teamsupport.com/ <br />Logons and Passwords to Catalis’s TeamSupport are issued through the portal itself. To receive a password, visit the URL above and <br />select “Log In” to create an account. During the Term of your License, Maintenance and Support Agreement or your Master <br />Subscription Agreement, there is no limit to the amount of Standard Business Hours Support so long as you provide Front Line <br />Support in accordance with the terms described below. <br /> <br />3. CUSTOMER RESPONSIBILITES <br />You are required to establish and maintain an internal help desk to provide First Line Support for the Software. This means that you are <br />responsible for your internal network, local hardware, systems software on your servers, desktop configuration and support and basic <br />user questions or problems regarding the features and functions of the Software. In all cases, First Line Support requires you to <br />investigate and provide initial response to your users for the following: <br /> <br />● First call response respecting performance, functionality or operation of the system and Software; <br />● Attempt to recreate the reported problem; <br />DocuSign Envelope ID: DB3028D2-AD5E-4CCF-84B3-305C2A760199