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DocuSign Envelope lD: 3377D49A-9686-4948-8513-808S09S8A234 General Assista nce For general software support/helpdesk calls not covered by the above severity level descriptions, Karpel Solutions' technical support staff shall accept the Client's call for assistance at the time the Client places the initial call; however, if such staff is not immediately available, Karpel Solutions shall return the Client's call on average no laterthan the next business day. 6.2 SERVICE TEVEL COMMITMENT UPTIME: Karpel Solutions is committed to providing the Software, Website and Service in a consistent and reliable manner. Karpel Solutions will provide the Software, Website and Seryice to Client with a stated minimum uptime of 99.5% to Client. SCHEDULED NTENANCE:Karpel Sol utions period ically performs sched u led ma intenance including but not limited to outline, preventative or emergency maintenance of the Software, Website, and/or Service. Client understands that schedule maintenance may affect availability of the Service, Website, and/or Software. lf schedule maintenance is to be performed Karpel Solutions will provide notice to Client three (3) days prior to the scheduled maintenance. Karpel Solutions will make every effort to schedule maintenance outside of normal business hours of the client between the hours of ten (10) p.m. and five (5) a.m. central standard Time. DATA RETENTION AND BACKUPS: As a part of the Service and Website, Karpel Solutions will maintain under this Agreement consistent, regular and validated backup both onsite and offsite of the Client Content, Confidential lnformation and Software. Backups occur and will be maintained pursuantto Karpel Solutions internal backup policies. Upon written request, Karpel Solutions will make available to Client a copy of Karpel Solutions' current backup policies and procedures. AUDITS AND SECURITY: Karpel Solutions is committed to maintaining the security of Client Content, Confidential lnformation, and Software on Karpel Solutions'Service and Website. Karpel Solutions will maintain the Software, Website and Service in a secure manner subject to the Customer Obligations outlined below. Karpel Solutions will perform annual security audits of the Website and Service to ensure the integrity and security of the Website and Service. Results of the Audits and Security Policy for Karpel Solutions will be made available to Client upon written request. DATA TRANSMISSION: Karpel Solutions ensures that all data transmitted to and from the Service and Website is transmitted at a minimum level of 128-bit SSL encryption using digital certificates issued by an internationally recognized domain registrar and certificate authority. DATA LOCATION: Karpel Solutions will maintain the Service, Software, Client Content and Confidential lnformation of Client in a SAS 7OISSAE L6 certified data facility. 7. OWNERSHIP OF INTELLECTUAL PROPERTY KARPEL SOLUTIONS OWNERSHIP: Karpel Solutions retains all right, title and interest in and to the Software, Documentation, Website, Service, and related lntellectual Property. Any suggestions, solutions, improvements, corrections, or other contributions Client provides regarding the Software, Page 12 of 31