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Support Services Support Services are included with the SaaS license for licensed system administrator users. Services include: • SaaS (Software as a Service) o Hosting o All software updates o Daily backups o Worldwide access via the Internet o NOTE: can be internally hosted by Health Department if desired • Initial setup o Establish Organization o Establish Groups and hierarchy o Establish Categories & Sub-Categories o Establish Users • Admin • RIW • RIO • Partner • Local or Webinar-based User Training '. Technical Support • NOTE: Does not include Operational Plan development Certive agrees to provide assistance in using SaaS based on the customer's needs via e-mail, phone, and Certive's web sites. 1.1 SERVICES PROVISIONS Rights and License Granted. Except for Customer use of the licensed SaaS, Customer is not granted any rights or license to the Software or Services under this agreement. Customer acknowledges that through its payments to Certive it is granted access to the SaaS. Customer further acknowledges that at no time shall it be entitled to download, distribute, install or otherwise redistribute the Software in any form not explicitly covered by this Agreement. The Customer understands that access to the SaaS ends when one of the following events takes place: 1) Customer payments are unpaid after sixty days (60 days) of the invoice date, or 2) Customer cancels its subscription with an advanced 3~-day written notice and Customer's account is paid in full. Certive reserves the right to remove any content Certive views as harmful or content that could subject Certive or a customer to a penalty. Limitations to Rights and License. At no time will Customer hold title to or ownership of any of the SaaS, Certive Data, Source Code or any Materials provided to Customer during the term of this Agreement. Customer access to Customer data records will be withheld at the end of Term until Customer's balance is fully paid. Upon completion of the term of the Agreement and payment in full, Certive will provide the Customer with the Customer's data in electronic format. 21Page Certive Solutions Inc. 1480.922.532717373 E. Doubletree Ranch Road 1 Suite 2101 Scottsdale AZ 185258