Appendix F

Unifyed provides you with a password-protected Support Portal to create and monitor support requests on a 24/7/365 basis.

The Unifyed Support Portal is available at the following URL: https://support.exc.ms/

You may email Priority 1-3 requests for support to support@unifyed.com.

Unless otherwise specified in your SOW, for Priority 1-3 support requests, you may contact Unifyed Support from 9am-5pm ET on Monday – Friday.

Unless otherwise specified in your SOW, for Priority 1 support request, you may call Unifyed Support Hotline at (844) 566 5452 ext. 801 to create support a Priority 1 support request.

Please see your SOW for more details on the scope of your Unifyed Support services.

	Severity 1 (Critical)	Severity 2 (High)	Severity 3 (Medium)
Business/financial exposure	The application failure creates a serious business and financial exposure.	The application failure creates a serious business and financial exposure.	The application failure creates a low business and financial exposure.
Work Outage	The application failure causes the client tobe unable to work or perform some significant portion of their job.	The application failure causes the client to be unable to work or perform some significant portion of their job.	The application failure causes the client to be unable to perform some small portion of their job, but they are still able to complete most other tasks. May also include questions and requests for information.
Number of Clients Affected	The application failure affects all users.	The application failure affects a large number of users.	The application failure affects a small number of users.
Workaround (carries the heaviest weighting of the characteristics for Severity1 and 2)	There is no acceptable workaround to the problem (i.e., the job cannot be performed in any other way).	There is an acceptable and implemented workaround tothe problem(i.e., thejob can beperformed insome otherway).	There may or may not be an acceptable workaround to the problem.
First Response Time	Within 6 mins acknowledgment will be done.	Within 15 mins acknowledgment will be done.	Within 15 mins acknowledgment will be done.
Next Response Time	Within 30 mins,plan of action will be updated.	In 4 hours, plan of action willbe updated (9- 5 EST).	In 8 hours, plan of action will be updated (9- 5 EST).
Resolution Time	Within one hour, RCA to be shared within 24 hours.	Within 24 hours (9-5 EST).	Within 72 hours (9-5 EST).

Out of Scope for Support:

• Enhancement Requests, Test Nodes (unless otherwise specified in your SOW), Customizations made by Client, Custom applications (eg. portlets, widgets, apps) by Unifyed at Client's request (unless otherwise specified in SOW).
• Changes made by Client's users and administrators that cause the Unifyed to become unavailable (eg. deletion of content, system folders).
• Unavailability of Client's third party application(s) that causes Unifyed to become unavailable or affects the performance of Unifyed.
• Unifyed provides no uptime SLAs for any applications, including Unifyed Software, or infrastructure hosted by Client or any Third Party. If Client has deployed any Unifyed Software onsite, unless otherwise specified in this SOW, Unifyed's support SLAs are limited to the Client's deployment and/or maintenance of Unifyed's Software "as is" and on the hardware specifications supported by Unifyed; any changes, modifications to hardware or Software will be out of scope of Unifyed's support services and may require Client to pay additional Fees in order to receive any support services from Unifyed.