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EXHIBIT B <br />SUPPORT SERVICES/SERVICE LEVEL AGREEMENT <br />This Exhibit B is made part of and incorporated in that certain Software License & Services Agreement <br />("Agreement"), dated August 14, 2018, by and between Ecolane USA Inc., a Delaware corporation ("Licensor" or <br />"Ecolane"), and Orange County Public Transportation ("Licensee" or "Customer"). <br />Overview <br />Ecolane's Support Services are set forth in this Service Level Agreement. During the term of this Agreement, <br />Ecolane will provide the following support services if the Licensor Software· does not operate substantially in <br />accordance with the Documentation. Support will be handled via phone, email, and the internet when Ecolane <br />support personnel are not at the customer site. The infrastructure for this plan is a request tracking system used to <br />facilitate the process of tracking and resolving customer needs and issues. Every service request is logged into the <br />system and is accessible by Ecolane support representatives. <br />Assignment of Service Request Severity <br />When a cu�tomer has opened a service request and reaches customer �upport, the Ecolane associate will assess <br />the severity of the request based on the customer's description of the issue. The severity of the service request will <br />be recorded at su pport.ecolane.com. <br />Table 1 below describes the definitions used in identifying and assigning a severity to the customer's reported issue. <br />· .• ,::�;-;t:1•:/�¾'li�J ii'· Customer's production system is down <br />Critical • Ecolane product is unusable resulting in total disruption of work or other critical <br />business impact. • No workaround is available <br />Major feature/fu nction failure <br />High • Operations are severely restricted <br />A workaround is available <br />Minor feature/function failure <br />Medium • Product does not operate as designed, minor impact on usage, acceptable <br />workaround de�loyed <br />Low Minor issue <br />Documentation, general information, enhancement request, etc . <br />Response and Resolution Targets <br />Ecolane Customer Support response and resolution targets are described below: <br />I <br />Response: When Ecolane Customer Support receives a support request, a support engineer will provide feedback <br />to the customer that the request has been logged and assigned to the appropriate resource. The exact response <br />(described below) will vary depending on the support method used by the customer, and the response time will <br />commence as soon as the support request is received and Ecolane has a clear understanding, the ability to <br />reproduce or identify from the system log the issue at hand (support request) <br />Web: Ecolane will assign a status and severity and update the service request to let the customer know the request <br />has been received. A Service Request ID # will be assigned immediately when the su pport request is submitted <br />from the Web. <br />E-Mail: An automated e-mail reply will be sent immediately after receiving the e-mail request. Ecolane will reply to <br />the e-mail with a Service Request ID # and a time fra me when to expect a response or contain a request for <br />additional information. <br />Phone: Ecolane will answer the call or respond to a call that has gone to voice mail, document product specific <br />information in ·the service request, provide the customer with a Service Request'ID # and begin support activities. <br />Including a roll back to an earlier version if possible and it is likely to solve the issue. Ecolane staff will be available <br />for contact between 8 AM and 5 PM EST. <br />Resolutio n: An answer, fix or a satisfactory workaround to the support request <br />Solution: The long-term resolution to the support request, issue or question. <br />Ecolane USA, Inc. 940 WestValley Road, Suite 1400, Wayne, PA 19087 <br />Docusign Envelope ID: 30116525-3CA0-44BF-A300-567E64354BC7