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Bi I la ble Su pport 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 />r 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 />o New interfaces or connections to third party applications <br />o Creation of test instances outside the production and staging instances <br />r Custom modifications (e.g. rules, reports, new data, etc.) <br />r Data conversions and global modification to setup table data <br />o Database maintenance, repairs and optimization, refreshes, backups, restores <br />r Extended Hardware and Operating System support <br />r lnstallations and/or re-installations of software solution <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 />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 />New Year's Eve <br />New Year's Day <br />President's Day (USA) /Family Day (Canada) <br />Victoria Day (Canada) <br />Labor Day <br />Canada Day <br />Thanksgiving Day (Canada) <br />Christmas Eve <br />Christmas Day <br />Boxing Day (Canada) <br />Early Closure (noon PST) <br />Closed <br />Closed <br />Closed <br />Closed <br />Closed <br />Closed <br />Early Closure (noon PST) <br />Closed <br />Closed <br />Confidential and Proprietary - Univerus lnc.Page 22 oI 26