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<br />Confidential and Proprietary - Univerus Inc. Page 22 of 26 <br /> <br />Billable Support Services <br />The services listed below are services that, when requested by the Client for their purposes, are out of scope of <br />your support and maintenance agreement and are therefore considered billable services. <br />• Provision of remote or on-site training on subjects of broad scope <br />• Support required to implement new features not in the original scope of the Statement of Work <br />• New interfaces or connections to third party applications <br />• Creation of test instances outside the production and staging instances <br />• Custom modifications (e.g. rules, reports, new data, etc.) <br />• Data conversions and global modification to setup table data <br />• Database maintenance, repairs and optimization, refreshes, backups, restores <br />• Extended Hardware and Operating System support <br />• Installations and/or re-installations of software solution <br /> <br /> <br />Test Databases and Environments <br />We provide to the customer as part of the annual subscription management and support of the production and staging <br />environments. This allows customers the opportunity to test fixes, modifications, new business processes and/or <br />scenarios without risking any potentially unwanted changes to the live environment. The creation of additional Test <br />Databases & Environments is a billable service, quotations & incremental maintenance rates will be provided on request. <br />Operations <br /> <br />Hours <br />Our standard hours of support are from 8:00 a.m. PST to 5:00 p.m. PST, Monday to Friday, excluding designated statutory <br />holidays. Support hours may vary by specific product line. Weekend assistance is available, but must be scheduled in <br />advance, and in most cases is billable. <br />Holiday Schedule <br />Below is a listing of statutory holidays. Please note that support services will be closed on designated days as <br />outlined below. <br /> <br />New Year’s Eve Early Closure (noon PST) <br />New Year’s Day Closed <br />President’s Day (USA) /Family Day (Canada) Closed <br />Victoria Day (Canada) Closed <br />Labor Day Closed <br />Canada Day Closed <br />Thanksgiving Day (Canada) Closed <br />Christmas Eve Early Closure (noon PST) <br />Christmas Day Closed <br />Boxing Day (Canada) Closed