Customer Support Agreement

1. Support Services
Cloud Elements shall provide the support services set forth in, and in accordance with, the terms of this Customer Support Agreement (“Support Agreement”) which is incorporated into and governed by the iPaaS Services Agreement entered into between Cloud Elements and Customer (“Agreement”). Capitalized terms not otherwise defined herein have the definitions given to them in that certain Agreement.

2. Support Methods
Cloud Elements provides support to Customer through various means under this Support Agreement:

3. Ticket Level Priorities
Ticket level priorities described in this Section 3 are assigned to each opened support ticket based on the technical importance of the problem with the Services and correspond to response times as described below in Section 5:

• P1/Urgent = One or more key features of the Services are unavailable or unusable in production. There is no workaround available.
• P2/High = One or more key features of the Services are degraded and is causing an adverse impact for two or more customers in production.
• P3/Normal = Defects with a workaround and not affecting production operations or high priority feature enhancements. Higher priority feature enhancements can be defined as those that cannot wait until the next GA release.
  Note:The selection of P3 requests committed to in a current release is at the discretion of the Cloud Elements Product Management team.
• P4/Low = All other feature enhancement and new feature requests, and general questions.

4. Support Hours
Cloud Elements will provide the following support hours according to the applicable Support Tier for the duration of the Term for the production environment Platform. If Customer encounters a P1 issue outside of Support hours, Customer should open a P1 service request via the Support Portal (https://support.cloud-elements.com) for prompt assistance at the commencement of Support hours.

5. Target Response Times
Cloud Elements will provide initial response and acknowledgement of support requests based on the applicable Support Tier along with the defined Support Hours.

6. Inbound Phone Support
24×7 inbound phone support to create support tickets is available solely for Double Black Support Tier. This level of support is for initial triage of reported issues and then the available support team is engaged based on issue priority.

7. Support Ticket/Case Allotment
Cloud Elements Support Tiers provide varying allotments of support tickets per contract Term year. After the allotment is reached the Support team will not accept additional inbound support tickets. A single additional block of support tickets can be purchased, and otherwise a higher Support Tier must be purchased before additional support tickets can be accepted.

8. When requesting technical assistance
Cloud Elements requires that support ticket include the following information, or the ticket may be rejected:

1. Provide information necessary to assist Cloud Elements Support Team in diagnosing and resolving the issue including, but not limited to, the following:
   1. Provide a full description of the issue and expected results.
   2. Error Message (if applicable)
   3. Request ID (if applicable)
   4. Instance ID (if applicable)
   5. Account ID (if applicable)
   6. User Email Address
   7. Steps to Duplicate, with either a video or detailed list of steps to reproduce the issue and relevant data.
   8. CuRL command to duplicate
   9. What environment is the issue occurring?
   10. When did the issue begin and/or how was it discovered?
2. Categorize the issue (general question, defect, enhancement request, etc.).
3. Identify the business impact of the issue, and the suggested priority for resolution.

Note: Defects must be reproducible for a code fix to be provided.

Effective for contracts signed after November 15, 2020