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We will do our best to provide you with adequate time to evaluate the resolution. However, we will then close a ticket if we do not receive any feedback for an extended period of time. You will always be notified of a pending or actual call closure. You will have the option of re-opening the ticket if needed. Once your call has been closed, you will receive an automated notification by email that your call has been closed. This email will contain the entire event history of the call from the time the call was created and leading up to the resolution of the call. You also have the option of viewing both your open and closed calls, if available to you, via our website. lf your issue needs to be escalated to a development resource or programmer for resolution, your issue will be forwarded to our development team. Your support call will remain open until our development team provides a response. lf a development item opens, you will be provided with a development tracking number upon request. lssues escalated to development will be scheduled for resolution and may not be resolved immediately depending on the nature and complexity of the issue. You may contact the support department at your convenience for a status update on your development issues, or log onto our website to view your issues online. Response Times Response times will vary and are dependent on the priority of the call. We do our best to ensure that we deal with incoming calls in the orderthat they are received, however, calls will be escalated based on the urgency of the issue reported. lf a support call is logged during standard operating hours, our response times are as follows: -During Business Hours Example: - P1 Support Call received Monday January 2 at 10 am >> Support Analyst responds Monday January 2 by noon >> Support Analyst sends update Monday January 2. - P1 Support Call received Monday January 2 at 9 PM >> Support Analyst responds Tuesday January 3 by noon >> Support Analyst sends update Tuesday January 3. Escalation Process We strive to provide a satisfying and positive support experience. However, if at any time you are not completely satisfied with the resolution of your issue, you are encouraged to escalate within Support Services, as follows: Level 1: Support Analyst Level 2: General Manager - Mais Software 1 Within 4 hours Same day Every 2 business days 2 Within 8 hours Within one week Every 5 business days 3 Within 24 hours Within 3 weeks Every 10 business days Time- R&D Response Time from Escalation Update Frequencylnitial Confidential and Proprietary - Univerus lnc.Page 25 of 26