Appendix D- Support Terms

Version 1.1 | September 2019 - FOR CONTRACTS BEFORE MAR 1, 2022.

Introduction

This Appendix D - Support Terms sets out the support to be provided by Company. Company may update or amend these support terms from time to time and new versions will be available online at: Support Resources and Operations. Capitalized terms used in this Appendix D and not otherwise defined shall have the meaning given to that term in Appendix A - Userful Terms and Conditions - Customer.

Support

• Agent shall provide Tier 1 and 2 support for all technical support matters according to the terms agreed upon between Agent and Customer.

• In the absence of Agent, Technical Support will be provided by the Company between the hours of 6:00 am - 7:00 pm Pacific Standard Time (“Support Hours”), with the exclusion of Statutory Holidays.

• Standard Support Subscriptions have the ability to create Technical Support Tickets by electronic mail [[e-mail]]. Gold Support Subscriptions have the ability to create Technical Support Tickets by electronic mail, or by telephone [[phone]] in English.

• The Company shall utilize all commercially available resources to respond to all Technical Tickets within one (1) Business Day.