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The Designated Representative(s) will be the sole liaison(s) between Organization and Harris in <br />sending Support Requests and communicating with Harris in connection with any matters relating to the <br />provision of the Support Services. <br />3.6 Escalation Process <br />Our escalation process is described below. This process has been put in place to ensure that issues <br />are being dealt with appropriately. lf at any time you are not completely satisfied with the resolution of <br />your issue, you are encouraged to escalate with the support department as follows: <br />Level 1: Contact the support representative working on your issue <br />Level 2: Contact the support supervisor or group lead <br />Level 3: Contact the director of support <br />Level 4: Contact the department vice president <br />3.7 Holidav Schedule <br />Below is a listing of statutory holidays. Please note that support services will be closed on designated <br />days as outlined below. <br />New Year's Eve: <br />New Year's Day: <br />Labor Day: <br />Christmas Eve: <br />Ghristmas Day: <br />Early Closure <br />Closed <br />Closed <br />Early Closure <br />Closed <br />3.8 Out-of-ScopeServices <br />Organization may request Out-of-Scope Services through a Change Order, in accordance with the <br />terms and conditions of this Schedule A. For clarity, Professional Services are p! Out-Of-Scope <br />Services (as defined above) and will not under any circumstances be the subject of a Change Order <br />under this Agreement. Professional Services are governed by the Professional Services Agreement <br />exclusively and must be agreed upon and delivered exclusively through a Statement of Work issued <br />pursuant to the Professional Services Agreement and not through a Change Order issued pursuant to <br />the Main Agreement or this Schedule A. <br />lf Harris spends more than four (4) hours to determine the cause of an issue and Harris determines, <br />acting reasonably, that the issue is the result of: a failure of the Customer to perform a Customer <br />responsibility set out in this the Schedule A, any of Customer's software, hardware, system, changes to <br />any custombr components (software, hardware, system or configurations), or other resources identified <br />in this Schedule A, then Customer shall pay Harris for its services based on Harris'then current fees on <br />a time and materials basis. <br />CONFIDENTIAL <br />Page29 ol 41 <br />Cayenta Software and Subscription Agreement 2024-01-'|1