Passbase support services policy

GENERAL. Passbase shall use commercially reasonable efforts to make the Subscription Services available 24 hours a day, seven days a week, except for (i) planned maintenance carried out during the maintenance window of 10.00 pm to 2.00 am Eastern Standard Time; and (ii) unscheduled maintenance performed outside normal business hours, provided that Passbase has used reasonable efforts to give you notice in advance. Passbase will, as part of the Subscription Services and in consideration of the support fees set forth in the applicable Order (the "Support Fees"), provide you with Passbase's standard customer support services during normal business hours in accordance with this Support Services Policy. Passbase may amend the Support Services Policy in its sole and absolute discretion at any time. You may purchase enhanced support services separately at Passbase's then-current rates. Passbase shall be entitled to increase the Support Fees at the start of each Renewal Period upon 90 days' prior notice to you, and the applicable Order shall be deemed to have been amended accordingly.

IMPLEMENTATION SUPPORT. During the term of this Agreement, Passbase will provide you with the following services to assist with initial integration. These services will be made available for 6 months after the Effective Date.

Definition of a Problem: "Problem" shall mean a defect in or failure of the Passbase Platform or related software (or, if applicable, its Documentation) to operate in substantial conformance with the Documentation.

Telephone Support; Defect Reporting: You shall report any Problems to Passbase by email and/or our support ticketing system / e.g. Slack. Passbase (or any third party on its behalf) shall provide assistance to you with respect to the identification and resolution of Problems, and with respect to the general operation of the Passbase Platform and Subscription Services.If a Problem is not reproducible by Passbase, you have the option that Passbase will either diagnose the problem remotely or send a qualified technical representative to your location to observe the Problem and collect sufficient information so that Passbase can correct the Problem. The in-person service is available at a rate of $250 excl. Vat and including reasonable and customary travel, lodging and meal expenses to clients who haven't signed an independent service agreement with Passbase. The availability of such support services (including on-premise) is subject to availability.

1. Classification of Problems: Based on communications between you and Passbase, Passbase, at its sole discretion, shall determine, in accordance with the following table, the "Severity Level" of the Problem.

   Severity Level	Definition
   P1	A Problem that causes the Passbase Platform or related software to crash or be unavailable for use and which has no acceptable work-around.
   P2	A Problem that affects multiple users of the Passbase Platform or related software and prevents effective use of a feature or features of the Passbase Platform or related software, but which does not cause the Passbase Platform or related software to be unavailable for use in whole.
   P3	A Problem that affects productivity or ease of use of the Passbase Platform or related software and for which there is typically a work around.
   P4	A Problem that does not materially affect your ability to use the Passbase Platform or related software (e.g., user interface inconveniences).

2. Problem Response and Resolution: Based on the "Severity Level" of the Problem, each of Passbase and you shall take the following actions:

   Severity Level	Licensor Responsibilities	Customer Responsibilities
   1,2	Acknowledged and assigned within one business day. Support will be provided within normal business hours.	Call Client Support Center as soon as possible. Be available to answer questions, provide information, Install/test fix providing feedback.
   3,4	Acknowledge within two business days. The required service will be assigned when possible, based on the priorities set by Passbase.	Provide information and answer questions within two business days.

ENHANCED SUPPORT SERVICES. During the term of this Agreement, any additional support services provided to you beyond the scope of this Support Services Policy will be charged to you at an hourly rate defined in the applicable Order.