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Smargav FieldX (“System”) Support Agreement

This Support Agreement applies to and is incorporated by reference into the ordering document (“Order”) made by and between the
Service Provider (“Smargav”) and the Customer (as identified on the Order). Service Provider may modify the terms and conditions
of this Support Agreement from time to time by posting such amended Support Agreement to Service Provider’s site, but will
provide thirty days (30) advance notice to Customer before materially reducing the benefits offered to Customer under this Support
Agreement.

1. DEFINITIONS

“Issue” means a failure of the “Application” (as described in the Order) to substantially conform to the functional specifications set
forth in the Documentation.
“Entry Support” means the support level as set out in Section 2.
“Premium Support” means the Premium level of Support as set out in Section 3.
“Dedicated Support” means the Dedicated Support level of Support as set out in Section 4.
“Response Time” means the time period in which the assigned support resource (or support system) shall provide Customer with
an initial technical response as a result of an Issue reported by Customer.
“Support” means the support services to be provided by the Service Provider to the Customer in accordance with this Addendum.
“Support Level” means the level of Support (Entry Support, Premium Support or Dedicated Support) that has been selected by the
Customer on the Order.
“Term” means the duration set forth in the Order.

2. ENTRY SUPPORT

2.1 Entry Support. Entry Support includes the program features that Service Provider makes generally available to its Entry
Support customer base during the applicable Term as follows:
2.2 “Support” Definition: Support consists of assistance provided to customers via the Internet with respect to use of the
Application and to resolve Issues. Support cases are tracked and managed through access to an internal support management system
operated by Service Provider’s support center. Customers can send email to the Support email address provided in the website.
Entry Support is available Monday through Friday during Service Provider’s business hours, excluding local holidays.
2.3 Severity Classification and Response Time Goals. Service Provider classifies issues according to severity of impact on the use
of the Application, according to the chart below. Service Provider will resolve all disputes regarding severity classification in its
sole discretion.

Entry Support Response Time Goals

 

SeverityImpactResponse Time Goal
1Production system is down, impacting all applications and associated
business systems.
4 business hours (from the time of
acknowledge of email)
2Production system performance is degraded, but operational; Issue
affects essential functions; or Issue is blocking critical systems tests or
deliverables.
1 business day
3General product questions relating to system usage, development,feature issues, or Documentation.2 business days
3. PREMIUM SUPPORT

3.1 Premium Support. Premium Support includes the features that Service Provider makes generally available to its Premium level
customer base during the applicable Term.
3.2 Electing Premium Support. Customer may upgrade from Entry Support to Premium Support at any time provided that
Customer pays additional fees indicated on the applicable Order. Such fees may be prorated if the upgrade is made any time during
then-current Term. However, Customer may only downgrade from Premium Support to Entry Support at the time of renewal. To
downgrade from Premium Support to Entry Support, Customer must provide written notice to Service Provider at least thirty days
(30) prior to the expiration of the then-current Term. Upon such downgrade, Customer shall pay Service Provider’s then-current
fees for Entry Support.
Severity Classification and Response Time Goals. Issues are classified according to severity of impact on the use of the
Application, according to the chart below. Service Provider will resolve all disputes regarding severity classification in its sole
discretion.
Premium Support Response Time Goals

 

SeverityImpactResponse Time Goal
1Production system is down, impacting all applications and associated
business systems.
4 business hours (from the time of
acknowledge of email)
2Production system performance is degraded, but operational; Issue
affects essential functions; or Issue is blocking critical systems tests or
deliverables.
1 business day
3General product questions relating to system usage, development,feature issues, or Documentation.2 business days
4. Dedicated SUPPORT

4.1 Dedicated Support. Dedicated Support includes the features that Service Provider makes generally available to its Dedicated
Support customer base during the applicable Term.
4.2 Electing Dedicated Support. Customer may upgrade to the Dedicated Support at any time provided that Customer pays
additional associated fees as indicated on the applicable Order. Such fees may be prorated if the upgrade is made any time during
the then-current Term. However, Customer may only downgrade from Dedicated Support to Premium Support or Entry Support at
the time of renewal. To downgrade from the Dedicated Support to Premium Support or Entry Support, Customer must provide
written notice to Service Provider at least sixty days (60) prior to the expiration of the then-current Term. Such notice must specify
whether the downgrade is to Premium Support or Entry Support and Customer shall pay Service Provider’s then-current fees for
that level of Support.
4.3 Dedicated Support. The Dedicated Support features include the Entry Support described herein. Support is available 24×5 for
all Issues and 24×7 for Severity 1 cases.
4.4 Severity Classification and Response Time Goals. Issues are classified according to severity of impact on the use of the
Application, according to the chart below. Service Provider will resolve all disputes regarding severity classification in its sole
discretion.

Dedicated Support Response Time Goals

 

SeverityImpactResponse Time Goal
1Production system is down, impacting all applications and associated
business systems.
4 business hours (from the time of
acknowledge of email)
2Production system performance is degraded, but operational; Issue
affects essential functions; or Issue is blocking critical systems tests or
deliverables.
1 business day
3General product questions relating to system usage, development,feature issues, or Documentation.2 business days
5. OBLIGATIONS OF CUSTOMER

5.1 Support Contact. All communications relating to Support will be supervised, coordinated, and undertaken by no more than two
(2) designated contact persons per Customer work-shift who will act as a point of contact between Customer and Service Provider.
Each contact must possess or, at Customer’s expense, acquire the necessary expertise and training to diagnose and resolve Issues
with direction by Service Provider.
5.2 Pre-Call Procedures. Prior to requesting Support from Service Provider, Customer shall comply with all published operating
and troubleshooting procedures for the Application. If such efforts are unsuccessful in eliminating the Issue, Customer shall then
promptly notify Service Provider of the Issue. Customer shall confirm that the following conditions are true before contacting
Service Provider for support:
a) Reproduction. If possible, the situation-giving rise to the Issue is reproducible in a single supported Application;
b) Support Representative. The Customer contact has the technical knowledge regarding the Application and any other software
or hardware systems involved, and in the facts and circumstances surrounding the Issue;
c) Access. The entire system, including all software and hardware, is available to the Customer contact without limit during any
communication with Service Provider support personnel; and
d) Availability. If requested and required, Customer must make available to Service Provider a technical representative during
support hours of coverage for all Issues. Service Provider reserves the right to suspend all work relating to any Issues during periods
for which the Customer does not provide access to a technical representative or requested data to continue work on the Issue.
5.3 Remote Connection. If appropriate, Customer will cooperate with Service Provider to allow and enable Service Provider to
perform Support via remote connection using standard, commercially available remote control software. Customer will be solely
responsible for instituting and maintaining proper security safeguards to protect Customer’s systems and data.
5.4 Updates. Customer acknowledges and agrees that SaaS services updates provided by Service Provider pursuant to this
Addendum may, in Service Provider’s sole discretion, require additional training of Customer’s personnel. Such training will be
performed in accordance with Section 6.
5.5 Disclaimer. Service Provider will not be responsible to provide Support, updates, or any other maintenance and support to the
extent that Issues arise because Customer: (a) misuses, improperly uses, mis-configures, alters, or damages the Application; (b) uses
the Application with any hardware or software not recommended by Service Provider; (c) uses the Application at any unauthorized
location; (d) fails to install an update to the Application if such update would have resolved the Issue; or (e) otherwise uses the
Application in a manner not in accordance with the SaaS Subscription Agreement.

6. ADDITIONAL PROFESSIONAL SERVICES


6.1 Scope. Customer may purchase supplemental professional services for an additional fee. Fees related to such services will be set
forth in a statement of work signed by both parties. If no fee is stated, then services will be provided at Service Provider’s standard
rate for equivalent services in effect at the time the statement of work is executed. For clarity, if any services are explicitly included
in the Support Level selected by Customer, then such services do not require payment of an additional fee.
a) On-Site Services. Customer may purchase on-site Support.
b) Training. Customer may purchase training services with respect to the Application.
c) Consulting. Customer may purchase consulting services related to defects caused by Issues other than the Application.
6.2 Out of Pocket Expenses. Customer shall pay all reasonable out-of-pocket expenses incurred by Service Provider, including
costs for meals, lodging, and travel related to these additional services