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5.0 Post -Implementation Maintenance and Support <br />The solution implemented by this SOW is transitioned to the Maintenance and Support stage upon completion of the <br />Deliverables (Section 3.0). CSA's Standard Solution Support program provides the ability to obtain support for the duration of <br />Client's software support contract by calling: <br />ITUrip, ".. rll-= Ig <br />1-800-355-1385 <br />All requests for support MUST be initiated through the above CSA Help Desk 1-800# where initial troubleshooting and <br />diagnosis will be conducted by a Technical Support Technician. Standard Solution Support will provide the following: <br />0 Remote troubleshooting and diagnosis of error conditions and anomalies <br />Incident escalation to appropriate support and engineering resources within CSA and its partners <br />• Software Bug Fix/Hotfix (Remote Implementation included) <br />• Software version update (implementation not included) <br />If troubleshooting by a Technical Support Technician determines that onsite support is required to remediate the reported <br />incident, then CSA can escalate the incident to have an Implementation Engineer (local to the account) assist with the <br />resolution. <br />Any incidents identified as being caused by modifications to the environment (network, Operating System, or application - <br />including, but not limited to configuration changes, component upgrades, data modifications and hardware replacement) by <br />Client DURING or AFTER the initial solution implementation, either intentional or unintentional, may be billable and subject to <br />Professional Services fees to resolve the issue. <br />5.1 Additional Solution Support Options <br />In addition to the Standard Solution Support program mentioned above, CSA offers: <br />■ Subscription Support Services <br />■ Extended Solutions Support - 24x7x365 <br />Information on these Support options is provided in the following sections below. <br />5. 1. 1 Subscription Support Services <br />Subscription Support Services is a program where Client pro -purchases Support Units (aka Unit Blocks) and consumes these <br />units when needed. Subscription Support Services can be used to have Canon Solution America personnel assist with the <br />following: <br />• Implementation of software version update <br />• Migration of software from one server/location to another <br />• Software configuration changes (including maintenance tasks) <br />• Additional Training (End -User or Administrative) <br />For more information on Subscription Support Services, please contact your Sales Representative. To initiate a Subscription <br />Support engagement, please contact the Canon Solutions Americas Help Desk. <br />NOTE: Professional Services delivered via Subscription Support Services may require an SOW to document the <br />services to be provided and the intended results. <br />This document is the property of and is proprietary to Canon Solutions America. It is, not to be disclosed in Page 18 <br />Coalloin whole or in part without prior written consent of Canon Solutions America, and shall not be duplicated or used in SEIR-035 <br />�CANON SM71ON5AMUKA whole or in part, for any purpose other than to evaluate Canon solutions America's proposal, and shall be returned <br />upon request. December 30, 2016 <br />