EBM SUPPORT AND SLA POLICY

Date: 07/21/2023

EBM will periodically provide the Customer with patches, point releases, updates, enhancements, new versions and replacements of the Subscription Services along with other generally available technical material:

1. EBM shall be prepared with suitably qualified personnel during its normal business hours to timely provide the following support services to address Subscription Services issues:

2. EBM shall be prepared with suitably qualified personnel during its normal business hours to timely provide the following support services to address Subscription Services issues:

Telephone Support: EBM will provide telephone support to Customer during Normal Business Hours. Normal Business Hours are between 8:00 AM to 5:00 PM Central Standard Time, Monday through Friday, excluding U.S. public holidays.
Email Support: Customer may log requests for support via email by directing its query to an email account or website provided by EBM.
Turnaround Time: EBM will make reasonable efforts to respond to emails and telephone messages within one (1) Business Day.

3. EBM will use reasonable efforts to cure, as described below, reported and reproducible errors in the Subscription Services. EBM utilizes four (4) severity levels.

a. Severity 1 – Critical Business Impact
The impact of the reported deficiency is such that the Customer is unable to either use the Subscription Services or reasonably continue work using the Subscription Services.
Response: EBM will provide a response by a Qualified Member of its staff to begin to diagnose and to correct a Severity 1 problem as soon as reasonably possible, but in any event a response will be provided within four (4) business hours. EBM will continue to provide best efforts to resolve Severity 1 problems in less than forty-eight (48) hours. The resolution will be delivered to Customer as a work-around or as an emergency software fix. If EBM delivers an acceptable work-around, the severity classification will drop to a Severity 2.

b. Severity 2 – Significant Business Impact
Important features of the Subscription Services are not working properly and there are no acceptable, alternative solutions. While other areas of the Subscription Services are not impacted, the reported deficiency has created a significant, negative impact on the Customer’s productivity or service level.
Response: EBM will provide a response by a Qualified Member of its staff to begin to diagnose and to correct a Severity 2 problem as soon as reasonable possible, but in any event a response will be provided within six business

(6) hours. EBM will exercise best efforts to resolve Severity 2 problems within five (5) days. The resolution will be delivered to Customer in the same format as Severity 1 problems. If EBM delivers an acceptable work-around for a Severity 2 problem, the severity classification will drop to a Severity 3.

c. Severity 3 – Limited Business Impact
Important features of the Subscription Services are unavailable, but an alternative solution is available or non- essential features of the Subscription Services are unavailable with no alternative solution. The Customer impact, regardless of product usage, is minimal loss of operational functionality or implementation resources.
Response: EBM will provide a response by a Qualified Member of its staff to begin to diagnose and to correct a Severity 3 problem as soon as reasonable possible, but in any event a response will be provided within eight (8) business hours. EBM will exercise best efforts to resolve Severity 3 problems within ten (10) days. The resolution will be delivered to Customer in the same format as Severity 2 problems. If EBM delivers an acceptable work-around for a Severity 3 problem, the severity classification will drop to a Severity 4.

d. Severity 4 – Minimal Business Impact / Software Enhancements
Customer submits a Subscription Services information request, Subscription Services enhancement or documentation clarification which has no operational impact. The implementation or use of the Subscription Services by the Customer is continuing and there is no negative impact on productivity.
Response: EBM will provide, as agreed by the parties, a fix or fixes for Severity 4 problems in future maintenance releases or will scope a time/cost estimate to be delivered to the Customer.

4. EBM may request to send senior support or development staff to the Customer location to accelerate problem resolution. EBM will be responsible for the costs associated with this escalated problem resolution if the problem is determined to be related to the supported Subscription Services. If it is determined that the problem was not related to the supported Subscription Services, the Customer agrees to pay documented and reasonable travel and lodging expenses in addition to EBM’s standard service rates.

5. These support services do not include any of the following: (1) custom programming services; (2) on-site services, including installation of hardware or Subscription Services; (3) support of any software not included in the definition of Subscription Services; (4) training; (5) out-of-pocket and reasonable expenses, including hardware and related supplies.

6. EBM assumes no responsibility for the correctness of, performance of, or any resulting incompatibilities with, current or future releases of the covered Subscription Services if the Customer has made changes to its system configuration or modifications to any supplied source code which changes were made without the written approval by Customer shall not permit its personnel or any third party other than EBM or its authorized agent, to perform maintenance, attempt repairs, support or in any way modify the Subscription Services without the prior written approval of EBM. Maintenance or repairs requested by Customer which are attributable to such unauthorized attempts, including, but not limited to, maintenance and repairs due to the fault or negligence of, or the misuse or improper installation by, Customer, and external causes such as power failure or air conditioning failure, are not considered due to normal wear and tear, are not covered maintenance and will be invoiced to Customer at the current material and labor rates.

7. Technical Support Contacts:

a. Primary Support Contact:
support@ebmsoftware.com

b. Secondary Support Contact:
Tom Sugatt
Tom.Sugatt@ebmsoftware.com
7900 Xerxes Ave So. Suite 2100
Bloomington, MN 55431
Cell: 612-419-1698

c. Additional Contacts:
Lorrie Rogge
Lorrie.Rogge@ebmsoftware.com
7900 Xerxes Ave So. Suite 2100
Bloomington, MN 55431
Cell: 612-840-0903

Kevin Franck
kevin.franck@ebmsoftware.com
7900 Xerxes Ave So. Suite 2100
Bloomington, MN 55431
Cell: 952-292-6371