Agreement - Software Renewal for WaterTrax Software Subcription Renewal - Aquatic Informatics Inc.

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-DocuSign Envelope ID: 6B6C5015-5447-4954-AF4B-70129A28775D Schedule B Support and Maintenance of Service Offerings Support and maintenance is provided with all Service Offerings. Al will maintain the Service Offerings at the latest release making new enhancements and improvements available as part of Al's development methodology. In addition to regular maintenance of the Service Offerings, Al will support Subscriber by answering queries from technically -trained users designated by Subscriber and resolve such queries in a manner set out below 1.0 DEFINITIONS (a) "Case priority 1" means the Service Offering has a system outage or the software does not work peruser documentation, business operations have been severely disrupted and no work around is immediately available; (b) "Case priority 2" means the Service Offering does not work per user documentation, business operations can continue in a restricted fashion (although long-term productivity might be adversely affected) and no work around is immediately available; (c) "Case priority 3" means the Service Offering does not work per user documentation, impaired operations of some components, but allows the user to continue using the software, a work around exists but it is not obvious or is difficult and as a result there is significant impact productivity or efficiency; (d) "Case priority 4" means the Service Offering does not work per user documentation, business operations are not significantly impacted; (e) "Case priority 5" means the Service Offering does not work per user documentation and does not affect business operations or software does not work as expected and is not in user documentation or is an enhancement request; (f) "Documentation" means the instruction manual or help on the Service Offering; (g) "Operating Hours" are 7:30 am — 5:00 pm (Mon — Fri) Pacific Time excluding Province of British Columbia and Canadian statutory holidays via the Vancouver, Canada office, and 9:00 am - 5:00 pm (Mon — Fri) Australian Eastern Standard Time excluding Tasmanian and Australian statutory holidays via Hobart, Australia office; (h) "Resolution" means one or more of the following outcomes: a) a mutually acceptable work around, b) a configuration/data change or c) a Service Offering Change; (i) "Service Offering Change" means changes to Service Offering functionality; 2.0 SUPPORTAND MAINTENANCE SERVICES 2.1 Description of Services. During any Subscription Term and subject to the provisions of this Agreement, Al will use commercially reasonable efforts to provide the following Support and Maintenance Services: (a) Live telephone support with a support representative during Operating Hours; (b) Email support during Operating Hours; (c) Live Web conferencing with a support representative during Operating Hours where required to understand the support case; (d) Case tracking through our online case tracking system; and (e) Access to an online Support Portal 24 hours a day, 7 days a week. Aquatic Informatics Services Renewal Agreement