12 - Laserfiche WebLink

EXHIBIT A There may be some instances where updates may be required immediately or within a very short timeframe to maintain the security or functionality of SEW applications and services.In such cases,SEW will notify Client's designated point-of-contact of an unplanned system maintenance requirement and will work with Client to roll out the necessary changes during the earliest,mutually favorable time.SEW will promptly notify Client's designated point-of-contact of any downtime and provide confirmation once full functionality is restored. Utility end customers attempting to reach the portal URL or log into the mobile application during a planned or unplanned system maintenance window will receive a message substantially similar to: "Our site is currently unavailable while we perform maintenance and system upgrades. We apologize for any inconvenience caused and appreciate your patience.Please try again at a later time. 7. SEW Support Exceptions SEW shall use commercially reasonable efforts to identify a root cause and provide technical solutions therein for any reported bugs,defects,issues,etc., provided that the Software or Services are not otherwise impaired at the start of the then-current Service Term,and has been properly maintained by Client in accordance with SEWS policies.SEW SHALL NOT be required to support its applications in the following circumstances: • Issues originating from operating systems or mobile hardware versions or browser versions that are no longer supported by their manufacturer/creators or are similarly no longer supported by SEW. • Where errors are a product of misuse,abuse,negligence,or improper utilization of any or all part(s)of the Software or Services. • Where Software or Services are modified, amended, revised, or changed by any party other than SEW or SEW's authorized agents or representatives. • When Software or Services are changed or altered or enhanced, and such changes,alterations, or enhancements are performed by SEW for the Client at their request. • Where issues are a result of electrical failure, internet connections problems, any issue related to data including but not limited to:data input, output,integrity,storage or back-up,and any and all other external or infrastructure-related problems,which may be deemed to be under Client's exclusive control,or of Client's sole responsibility. 8. Third Party Vendor Support and Troubleshooting Services If SEW or Client identifies or reports an incident that reasonably necessitates third party-vendor intervention,SEW is eligible to invoice Client if additional troubleshooting support is requested and approved. Example:Third party vendor's hardware is not property configured to run SEW applications and ensuring operability requires technical support recourses from the third party.SEW may interface directly with third party at Client's direction if Client does not wish to manage the issue themselves. 9. SEW Support Contact Information SEW Portal help.sew.ai SEW Call Center 1-877-400-7077 SEW Support email support(o)sew.ai Contact Information 10. SEW Support Hours of Operation • Incident reporting shall be available twenty-four(24)hours a day,seven(7)days a week,and 365 days a year.To report an incident,visit help.sew.ai ticketing management system,email supporta_sew.ai,or call 1-877-400-7077. • CRITICAL Incidents as classified by SEW are supported twenty-four(24)hours a day,seven(7)days a week,and 365 days a year. • NON-CRITICAL Incidents as classified by SEW are supported during SEW Business Hours,which are 9:00 a.m.to 7:00 p.m.Central Time,Monday Through Friday(excluding holidays) Page 16