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<br /> Page 7 of 8 <br /> <br />5. PRODUCT VERSION RELEASES <br />All of Catalis’s Software products include the right to Version Releases throughout the term of any maintenance or subscription <br />agreement. If you host the Software on your servers, you will be responsible for installing Version Releases on your servers. You may <br />contract Catalis to assist with installation at an additional charge. If your Software is hosted by Catalis on Microsoft Azure, Catalis will <br />install the Version Releases. <br />The term “Version Releases” means new versions of the Software you have licensed from Catalis that contain technical repairs, <br />improvements, functional enhancements, updates, and/or maintenance changes to existing functionality. When appropriate, Vers ion <br />Releases will be accompanied by release notes describing the new features or functionality, and where appropriate, an installation guide <br />(locally installed Software only) shall be provided. <br />The Customer shall be responsible for training with respect to each Version Release, or you may contract with Catalis to perform these <br />services. <br />UPGRADE PROCESS <br /> <br />For hosted Software, the steps are: <br />1. Catalis notifies customers via email that a new version or release is ready and when it is scheduled to be deployed. Du ring <br />deployment of new versions or releases, the Software may be unavailable for use for a short period of time; the accompanying <br />release notice will indicate if there is anticipated downtime. In most cases these deployments will occur after business hours. <br />2. Catalis deploys the Version Release. <br /> <br />For on-premise Software (Software that resides on customer owned or controlled servers) the steps are: <br />1. Catalis will notify customers that a new Version Release to their Software is ready to be deployed. <br />2. Download the required installation files from the Catalis SFTP site or as otherwise directed by Catalis. Instructions for <br />obtaining and installing those updates will be provided by Catalis. <br />3. Prepare your servers for implementation, with updates to your servers’ system software, and run the installation files. For a <br />time and materials charge, Catalis will assist with updating local servers and running the installation programs associated with <br />updates. See your Agreement with Catalis for applicable hourly rates. <br />4. In an increasing number of instances, Version Releases will be installed without active assistance of the customer, via Catalis’s <br />automated update process using Ce Sync. When Ce Sync is utilized to install updates to your Software, you will be notified in <br />advance by Catalis and provided release notes describing the changes that will be implemented. <br /> <br /> <br />6. OTHER SUPPORT SERVICES <br />Customers may request additional services by submitting a work or enhancement request through TeamSupport or through the Catalis <br />Sales department (sales@catalisgov.com). Other such services include: (a) additional training; (b) programming or configuration <br />services; and (c) business analysts. Catalis shall provide to Customer a written response to the request which describes in detail the <br />anticipated impact of the request on the existing Software, the time required to perform such services, an implementatio n plan, and a <br />schedule of expected costs. <br />7. SERVICE LEVEL DEFINITIONS <br />a) “Circumvention” or “Circumvention Procedures” shall mean, as applied to a Documented Defect, a change in operating <br />procedures whereby the Customer can reasonably avoid any deleterious effects of such Documented Defect. <br />b) “Documented Defect” means a failure of the Software to properly perform any of its intended functions. The Customer must <br />use reasonable effort to document a Documented Defect with sufficient information to recreate the defect, including, but not <br />limited to, the operating environment, data set, and user, and the Customer must deliver such information to Catalis concurrently <br />with its notification to Catalis of such defect. The Customer shall use all reasonable efforts to eliminate any non-application <br />related issues prior to its notification to Catalis of such defect, including, but not limited to, issues related to the network, user <br />DocuSign Envelope ID: DB3028D2-AD5E-4CCF-84B3-305C2A760199