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Standard Support and Maintenance Services - Standard Guidelines The services listed below are services that are included as part of your software support. r Support for the MAIS products as implemented by our Professional Services group includes:. The MAIS products and all default functionality. Any MAIS developed interface support for interfaces included as part of the Statement of Work or subsequently entered into following project completion. MAIS supported integration regarding third party communications e.g. email/SMS delivery of notification to your staff or customers ' The integrity and accuracy of the data within the MAIS products, to the extent that the MAIS product has processed the data r We will create and install software updates with supporting release notes that may include:. Defect corrections (as warranted) . Planned enhancements . State (Provincial) and/or Federal mandated changes (charges may exist depending on scope) r Software upgrades (note that there may be charges in implementation depending on the scope of services) r Troubleshooting customer issues and provide recommendations for resolution r Remote training on subjects of limited scope. A subject of limited scope can be addressed in about 15 minutes over the phone. lf a customer has numerous training requests in a short period of time, we may deem the training requests to be of a broad nature. r Customer Success Program. On a periodic basis, we will share useful information regarding the use of your eRec product and our services through one or more of the following methods:r Support Bulletins r Communication on new products and services r On-site visits (as required) . Webinars t Surveys o Design review for potential enhancements or custom modifications r We shall provide an online ticketing system with the following features:. Ability to log and close calls . Ability to view and update calls . Ability to update contact information r Access to published documentation . Access to support knowledge base . Ability to participate in discussion forums . Ability to report on metrics Customer Responsi bi lities ln order to effectively provide our support services, the Customer is responsible for the following items: r Customer shall notify MAIS of suspected defects in any of the Software supplied. Customer shall provide, upon Customer Success Analyst request, additional data deemed necessary or desirable by Customer Success Analyst to reproduce the environment in which such defect occurred. r Customer shall ensure that its personnel are, at relevant stages ofthe project, educated and trained in the proper use of the Software in accordance with applicable Customer Success manuals and instructions. lf Customer's personnel are Confidential and Proprielary - Univerus lnc. Page 20 of 26