This Support Policy ("Policy") describes the current practices of Clearpoint Business Group, LLC ("Company") with regard to its provision of Support Services for the CTSO Central platform ("Services") to customers with an Agreement ("Customer(s)"). This Policy is incorporated into and subject to the terms of the Company's SaaS Services Agreement (available at www.ctsocentral.com/legal/terms).

1. Definitions

"Agreement" means the written agreement for the Services between the Company and Customer, including the SaaS Services Agreement and any applicable Ordering Document.
"Authorized User" means Customer's personnel who are authorized to use the Services under the terms of the Agreement.
"Documentation" means the then-current user documentation for the Services, as may be modified by the Company from time to time.
"Error" means any verifiable and reproducible failure of the Services to materially conform to the Documentation.
"Initial Response Time" means the period commencing when an Error is first reported by Customer's Technical Contact(s) in the manner required by this Policy and ending when a member of the Company's support team logs the report as a Support Case and responds to the Technical Contact(s) by email or through the Support Portal.
"Severity 1 Error" means that the Services are inoperable or not accessible in a production environment due to (i) a server-side failure (not as a result of scheduled maintenance and/or upgrades), or (ii) any event beyond the reasonable control of the Company, including but not limited to any interruption of power, telecommunications, or Internet connectivity, and any failure of Customer's internal telecommunications equipment, browser or network configurations, hardware and/or third party software.
"Severity 2 Error" means that major functionality is materially impacted and not working in accordance with the technical specifications in the Documentation, or significant performance degradation is experienced so that critical business operations cannot be performed.
"Severity 3 Error" means any Error that is not a Severity 1 Error or Severity 2 Error.
"Standard Business Hours" means from 08:00 to 17:00 (8:00 am to 5:00 pm) Eastern Time, Monday to Friday, excluding U.S. federal holidays.
"Support Case" means a documented request for Support Services that is registered with the Company in accordance with this Policy and assigned a case number.
"Support Portal" means the Company's online support interface available through the CTSO Central platform or at support@ctsocentral.com.
"Support Services" means the technical end-user support for the Services as described in this Policy. Support Services do not include services performed onsite at any Customer facility, consulting or education services, or any services not expressly stated in this Policy.
"Technical Contact(s)" means Customer's personnel that have been identified in writing by Customer as the technical contact(s) for Customer and authorized to contact the Company for support.
"Update" means any enhancement, modification, or Error correction to the Services which the Company elects to make generally available to its customers. Updates do not include new or separate products which the Company offers only for an additional fee to its customers generally.

2. Overview

2.1 The Company will provide Customer with Support Services for the Services in accordance with this Policy and the level of coverage included with Customer's subscription, as well as any applicable terms in the Agreement, subject to Customer's timely payment of the applicable subscription fees.

2.2 In order to receive Support Services, Customers experiencing an Error with the Services shall submit a request through the Support Portal or by emailing support@ctsocentral.com. The Company's support team will either respond directly or open a Support Case for Customer. If the issue is resolved without the need for further investigation, a Support Case may not be established. A Support Case may be established by the Company for any Error, and may also be created by Customer for a Severity 1 Error.

2.3 Unless otherwise expressly set forth herein, all references in this Policy to response times or communications from the Company shall only apply during Standard Business Hours, regardless of when a support matter is reported. Times expressed as a number of "business days" refer to Standard Business Hours.

2.4 All Support Services provided by the Company hereunder will be provided in the English language.

3. Support Levels for Support Cases

3.1 Scope of Coverage. Support is included with all paid subscriptions to the Services. Customers receive support for Support Case Error determination, verification and resolution (or instruction as to workaround, as applicable) during Standard Business Hours for all severity levels. Extended hours support for Severity 1 and Severity 2 Errors may be available depending on the Customer's subscription tier.

3.2 Support Case Handling. The Company will assist Customers in issue analysis to determine whether or not the technical issue is related to third-party hardware or software. In order to isolate the issue, the Company reserves the right to request that third-party hardware or software be removed or reconfigured.

3.3 Update Information. Customers may contact the Company for information regarding Updates, such as release documentation and general guidance.

3.4 Response Times. The Company will use commercially reasonable efforts to respond to a Support Case within the initial response time targets set forth in the table below. The Company will respond to Customer's Technical Contact via the Support Portal, email, or at the Company's discretion, via telephone or teleconference. Severity 2 and Severity 3 Errors will be initially logged and acknowledged during Standard Business Hours. The Company shall use commercially reasonable efforts, consistent with industry practice, to investigate Support Cases to determine whether there is an Error present. If the Company determines that an Error is present, the Company will use commercially reasonable efforts to correct the Error and/or provide a workaround, including, without limitation, by providing Customer with an Update. The Company will communicate with Customer with at least the frequency targets set forth in the table below until the Error is resolved or a workaround is provided.

Severity Level	Initial Response Time	Communication Frequency
Severity 1 Error	1 hour*	Every 4 hours*
Severity 2 Error	4 hours*	Every 2 business days*
Severity 3 Error	1 business day*	Weekly*

*During Standard Business Hours

4. Error Resolution and Escalation for Support Cases

4.1 An Error is considered to be resolved upon the earlier to occur of the following: (i) the Company and Customer mutually agree in writing that the issue or problem is resolved; (ii) the Company has provided Customer with an Update; (iii) a technical workaround solution is provided and is reasonable in the Company's discretion; (iv) Customer requests that the Company close the Support Case; or (v) the Support Case has been left open by Customer for ten (10) consecutive business days, during which period the Company has not received a response from any of Customer's Technical Contacts.

4.2 Exclusions. Notwithstanding anything in this Policy to the contrary, the Company will have no obligation to provide any Support Services in connection with: (i) any issue or problem that the Company determines is not due to any Error or deficiency in the Services (including, without limitation, issues or problems caused by stand-alone third party software products or services used in conjunction with the Services, the Internet or other communications, Customer network or browser matters, or login issues); (ii) use of the Services other than in accordance with the Documentation and the Agreement; (iii) any issue or problem that is not included in a Support Case; (iv) use of the Services provided on a trial or evaluation basis or for which Customer has not paid any fees; (v) any Errors or problems with the Services that are not reproducible; (vi) any Errors or problems with the Services that result from: (a) the use of the Services with software or hardware not designed for use with the configurations approved by the Company in the Documentation; (b) changes, modifications, or alterations to the Services not approved in writing by the Company or its authorized representatives; or (c) use of the Services with third party systems, databases, or applications that are no longer supported by the related product vendors.

5. Updates

In addition to its obligations under Sections 2 and 3 of this Policy, the Company will make Updates available to all Customers with a current Agreement, when and if the Company elects to make them generally commercially available. All Updates provided to any Customer under this Policy will be made available at the Company's discretion. The Company is under no obligation to develop any future functionality, programs, services, or enhancements.

6. Customer's Obligations

6.1 Customer will provide timely information and access to knowledgeable resources as reasonably required to provide Support. The Company's support obligations shall be excused to the extent Customer fails to cooperate in this regard.

6.2 The Customer shall: (i) cooperate fully with the Company's personnel in the diagnosis or investigation of any Error or other issue or problem with the Services; (ii) be responsible for maintaining all third party software and hardware not explicitly provided under the Agreement; and (iii) be fully responsible for the actions of any third party that it allows to access any information relating to Support Services.

6.3 Customer's contact with the Company in connection with Customer's requests for support and reports of Errors shall be solely through its Technical Contact(s). The Technical Contact(s) shall: (i) serve as the internal contact(s) for Customer's personnel who are authorized to use the Services per the terms of the Agreement; (ii) be responsible for initiating all requests by, and maintaining all records of, the Customer relating to Support Services; (iii) serve as the contact(s) with the Company on all matters relating to Support Services; and (iv) be responsible for providing information and support, as requested by the Company, to assist in the reproduction, diagnosis, analysis, and resolution of Errors. The maximum number of Technical Contacts for each Customer is four (4), regardless of the number or types of subscriptions purchased for the Services. Customer may change its Technical Contact(s) by notifying the Company in writing.

6.4 If the Company is unable to reproduce a problem or the solution requires modifying configuration parameters, the Company may require Customer to provide remote access in order to continue providing support. Customer shall ensure that satisfactory communication between the parties' systems is possible, subject to Customer's reasonable security measures and policies. Customer agrees to be solely responsible for protecting and backing up its equipment, software, and data prior to any such access. The Company accepts no liability in connection with remote access support.

6.5 Customer is expected to conduct sufficient testing in a non-production environment before making any changes to production configurations.

6.6 For certain services provided under this Policy, the transmission of logs and/or sharing of data via screen share may be required. Customer shall not include any business sensitive and/or personal information via transmissions relating to Support Services. Customer shall take reasonable measures to anonymize such data before providing it to the Company. Should the Company agree to accept any log files or other information containing personal data, the Company will comply with its privacy policies, available at www.ctsocentral.com/legal/privacy.

7. Additional Terms

7.1 Support is included in the subscription fee for all paid subscriptions and provided by the Company. The Company shall not be obligated to provide Support Services for free trials but may elect to do so in its sole discretion.

7.2 This Support Policy applies only to Customers that receive Support directly from the Company. If Customer has purchased the Services through an authorized reseller, support services will be provided pursuant to a separate written agreement between Customer and the authorized reseller.

8. Changes to Policy

Subject to the terms of the Agreement, the Company reserves the right, at its discretion, to change this Policy at any time based on prevailing market practices and the evolution of the Company's products and services. The Company will use reasonable efforts to notify Customers of material changes to this Policy.

9. Disclaimer

THIS POLICY DEFINES A SERVICE ARRANGEMENT AND NOT A WARRANTY. THE SERVICES ARE SUBJECT EXCLUSIVELY TO THE WARRANTIES SET FORTH IN THE APPLICABLE AGREEMENT. THIS POLICY DOES NOT CHANGE OR SUPERSEDE ANY TERM OF ANY SUCH AGREEMENT.