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| SOFTWARE AS A SERVICE AGREEMENT <br />| Copyright © Northwoods Consulting Partners, Inc. All rights reserved. 13 <br />Users may log a case as follows: <br />1. For Severity Levels 2 and 3 issues, use the Northwoods Customer Portal at <br />https://portal.teamnorthwoods.com to click the “New Case” button and provide the requested information. <br />2. For Severity Level 1 issues, Users must call the Support Center. <br />REPRODUCING ERRORS <br />Northwoods must be able to reproduce errors in order to resolve them. Customer agrees to cooperate and work <br />closely with Northwoods to reproduce errors, including conducting diagnostic or troubleshooting activities as <br />reasonably requested and appropriate. Also, subject to Customer's approval on a case -by-case basis, Users may be <br />asked to provide remote access to their account and/or desktop system for troubleshooting purposes. <br />EXCLUSIONS <br />Ongoing Support does not include any of the following: <br />• Assistance with password resets. Users should click the“Don’t remember your password?” link on the login <br />page or contact their system administrator; <br />• Assistance with username(s). Users should contact their system administrator; <br />• Assistance with lockouts due to incorrect login attempts. Users should contact their system administrator to <br />unlock the account, or wait for the lockout period to expire; <br />• Assistance in developing User-specific customizations; <br />• Assistance with non-Northwoods products, services or technologies, including implementation, <br />administration or use of third-party enabling technologies such as databases, computer networks or <br />communications systems; or <br />• Assistance with installation or configuration of hardware, including computers, hard drives, networks or <br />printers. <br />Northwoods is also not responsible for providing, nor obligated to provide, support services under this Agreement if <br />User requested integration services and changes are made to the source data subsequent to Northwoods performing <br />the integration services. This includes, but is not limited to, (i) making changes to the format of the source data; (ii) <br />changing, removing, or introducing new APIs; (iii) changing, removing, or introducing an enterprise service bus; and <br />(iv) changing, removing, or introducing direct database access. Any request by User for Northwoods to support such <br />an instance is available at the sole discretion of Northwoods and Northwoods rese rves the right to bill for any such <br />request on a time and materials basis at Northwoods’ then -current rates. <br />DOCUMENTATION AND VIDEOS <br />Where applicable, all pertinent product documentation is available through the application’s help feature and/or <br />Northwoods Customer Portal. Fully searchable and regularly updated, product documentation and videos provide <br />customers with specifics around product features, functionality, configurable settings, and product updates. <br /> <br />DocuSign Envelope ID: D7D212FB-FBC9-4D6C-91D3-137CA2E41E22