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Page 3 of 4 REV. 06/15/2024 <br /> <br />4. Scheduled Maintenance <br /> <br />When an outage is required for scheduled maintenance, the Company will communicate all scheduled service <br />outages by giving at least 48 hours’ notice in advance to the Customer. The Company will make every effort to <br />perform any scheduled maintenance events during non-business hours to minimize impact to Customer’s business <br />operations. <br /> <br />5. Routeware Technical Support Availability <br /> <br />Standard Technical Support Hours are between 5:00 a.m. – 5:00 p.m. Pacific Standard Time (PST) (US); 8:00 a.m. <br />– 5:00 p.m. Greenwich Mean Time (GMT) (UK); and 8:00 a.m. – 5:00 p.m. Eastern Standard Time (EST) (Canada), <br />Monday-Friday, excluding Holidays listed below (holidays subject to change). For Holidays that occur on a Saturday <br />or Sunday, the Holiday is observed either the Friday before, or following Monday. <br /> <br />North America Holiday Schedule: <br />• New Year’s Day <br />• MLK Day <br />• Good Friday <br />• Memorial Day <br />• Independence Day (United States) <br />• Labor Day <br />• Thanksgiving Day <br />• Day after Thanksgiving <br />• Christmas Eve <br />• Christmas Day <br />Canadian Holiday Schedule: <br />• New Year’s Day <br />• Family Day <br />• Good Friday <br />• Victoria Day <br />• Canada Day (Newfoundland Memorial Day) <br />• Civic Holiday <br />• Labour Day <br />• Day for Truth & Reconciliation <br />• Thanksgiving Day <br />• Remembrance Day <br />• Christmas Day <br />• Boxing Day <br />• New Year’s Day <br />UK Holiday Schedule: <br />• New Year’s Day <br />• Good Friday <br />• Easter Monday <br />• Early May Bank Holiday <br />• Spring Bank Holiday <br />• Platinum Jubilee Bank Holiday <br />• Summer Bank Holiday <br />• Christmas Day <br />• Boxing Day <br />Docusign Envelope ID: CA8705DF-3575-4273-B3E5-0EF60EBEB3C1