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equ ivant Exhibit A MAINTENANCE TERMS 1. SUPPORT SERVICES Customer will authorize and identify a reasonable number of contacts who may initiate support with equivant. These named users must be technically capable and familiar with the products covered under this agreement. Customer will perform basic troubleshooting before contacting equivant to eliminate issues caused by other variables such as applications, power, hardware, security , infrastructure , and environment. equivant reserves the right to decline support to Customer named users not authorized to initiate support. equivant will provide support after confirming Customer has been unable to resolve the issue through its own troubleshooting. Once the reported problem can be reproduced and documented, and resolution identified such as assistance provided over the phone, application working as documented, configuration change, or programming change, the ticket will be closed. If a programming change is required, the ticket will remain open until the updated fix is delivered in a future release . Maintenance includes bug fixes and telephone support and may include , if they are made available by equivant, software updates. 2. CORRECTION OF DEFECTS In the event the Customer encounters an error and/or malfunction ("Defect") in the equivant Software because it is not conforming to documentation provided by equivant, it shall communicate the circumstances and any supporting information to equivant. Upon receipt, equivant will respond as follows: a . In the event that, in the mutual and reasonable opinion of equivant and the Customer, there exists a Defect that does not constitute a serious impediment to the normal intended use of the equivant Software, equivant will correct the Defect and distribute the correction to the Customer in accordance with equivant's normal software revision schedule . b. In the event that, in the mutual and reasonable opinion of equivant and the Customer, there exists a Defect that does constitute a serious impediment to the normal intended use of the equivant Software, equivant will take such steps as are reasonably required to correct the Defect promptly . 3. SOFTWARE REVISIONS AND NEW VERSIONS a. equivant Software may be revised by equivant as a result of (i) emergency correction of Defect, (ii) periodic correction of Defects and/or (iii) the release of upgrades or improvements or modifications designed to improve the performance of the equivant Software and/or to increase the capabilities of the equivant Software (hereafter "Revisions"). b. Revisions will be provided at no additional charge during the term of the Software Maintenance Agreement. Rev. 06022016 9 of 13