INKWRX. Service Level Agreement. Version 3.3. INKWRX - Service Level Agreement 1 Version Number 3.3

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1 INKWRX Service Level Agreement Versin 3.3 INKWRX - Service Level Agreement 1 Versin Number 3.3

2 Cntents 1. DEFINITIONS INTRODUCTION SCOPE OF AGREEMENT PROCEDURE FOR REPORTING FAULTS TO INKWRX SUPPORT CENTRE ACTIONS RESPONSE TIMES CLOSING OF A FAULT INKWRX HOSTED SUPPORT INKWRX ENTERPRISE SUPPORT PLANNED SERVICE OUTAGES EXCLUSIONS RETURN OF DIGITAL PENS WITHIN WARRANTY PERIOD DISPUTES SUPPORT CONTACT DETAILS... 8 SCHEDULE 1 - SUPPORTED PRODUCTS... 9 SCHEDULE 2 INKWRX RESPONSE TIMES AND SYSTEM UPTIME... 9 INKWRX - Service Level Agreement 2 Versin Number 3.3

3 1. DEFINITIONS Agreement means this service level agreement Business Day is defined as Mnday t Friday excluding statutry hlidays in the United Kingdm Business Hur is defined as the hurs n a Business Day between 9.00am t 5.30pm Mnday t Thursday and 8.30am t 4.30pm n Fridays. FRN means Fault Reference Number Custmer means the party receiving the Supprted Prducts and Services under a Custmer Cntract Custmer Cntract means the rder in place between the Custmer and INKWRX and assciated scping dcuments which utline the Services Dcumentatin means the dcumentatin prvided with Sftware by INKWRX Enterprise Slutin means Services prvided by INKWRX t the Custmer where the INKWRX Platfrm is hsted by the Custmer n their wn infrastructure End Users means the Custmer s users f the Supprted Prducts and Services Fault is defined as behaviur f a Supprted Prduct r Service which is nt in accrdance with the Dcumentatin when used as recmmended by INKWRX Fault Pririty is the pririty allcated t a Fault, the levels being as defined in Schedule 2 Hsted Slutin means Services prvided by INKWRX where the INKWRX Platfrm is hsted by INKWRX and the Services are prvided ver the internet INKWRX means City Sft Limited, trading as INKWRX INKWRX Platfrm means the prprietary data capture, applicatin design, data prcessing and user applicatin management sftware which enables the Services Nminated Supprt Cntact means an individual ntified by the Custmer t INKWRX t whm INKWRX will cmmunicate in relatin t this Agreement Planned Service Outages means planned interruptins t the Services as ntified t the Custmer in accrdance with this Agreement Reslutin Time is defined as the time frm the issue f the Fault Pririty t the clsure f the FRN Respnse Time is defined as the time taken frm the pint f issuing the FRN thrugh the making an analysis f the prblem t the issue f the Fault Pririty Services means the services t be prvided t the Custmer as detailed in the Custmer Cntract Services Availability is defined as the measure f time during which the Hsted Slutin is in a status where it is able t receive and prcess data and excludes Planned Service Outages under the Agreement Service Fee is the amunt paid by the Custmer fr Services as detailed in the Custmer Cntract r therwise as cnfirmed in writing by INKWRX t the Custmer INKWRX - Service Level Agreement 3 Versin Number 3.3

4 "Service Level" means the standard INKWRX agrees t adhere t and by which it measures the level f service it prvides as specifically set frth in Schedule 2 Sftware means the sftware prvided t the Custmer, as utlined in the Custmer Cntract, including mbile applicatins and/r sftware in relatin t the Enterprise Slutin, which enables prvisin f the Services "Supprt Centre means the manner by which INKWRX may prvide assistance t Custmer t reslve Faults Supprted Prducts and Services means the prducts and services prvided under the Custmer Cntract which are cvered by this Agreement as detailed in Schedule 1 2. INTRODUCTION INKWRX values yur business. That is why INKWRX has a cmmitment t prvide a service yu can trust and depend n and t assist in the event that yu have a prblem with yur hardware, sftware r service. INKWRX has made significant investment in a Supprt Centre t ensure we are able t react t any Faults in an efficient and effective manner, thus minimising disruptin t yur business. This Agreement sets ut INKWRX s cmmitment t delivering a high standard f custmer service. It utlines the fault reprting prcedure and INKWRX s Respnse Times. It als describes INKWRX s cmmitment t prvide an uninterrupted and secure envirnment fr the Hsted Slutin. 3. SCOPE OF AGREEMENT This Agreement is effective fr Supprted Prducts and Services fr the duratin that the relevant Service Fee is paid by the Custmer t INKWRX. The Agreement explains hw INKWRX will supprt yu in the event f a Fault with the Supprted Prducts and Services. The Custmer will nminate tw Nminated Supprt Cntacts whm can be amended in writing frm time t time. These cntacts will be updated with infrmatin f any planned and unplanned Maintenance, dwntime, r anything that may affect the Custmer s utilisatin f INKWRX, s it is imprtant that these are kept up t date. New Custmers are prvided with initial training nline, via telephne r thrugh written material. We d prvide the ptin fr nsite training visits, available fr an additinal charge which will be discussed after clarifying the requirements fr the training. Supprt includes, but is nt limited t, End User training issues, initial set-up f hardware and sftware and trubleshting n the Supprted Prducts and Services. All supprt will be prvided in the English language. 4. PROCEDURE FOR REPORTING FAULTS TO INKWRX Faults can be reprted by the Nminated Supprt Cntacts, r the End Users, by telephne, r by cmpleting the nline Fault Reprt Submissin Tl. This tl is lcated in the Supprt sectin f the website. When a Fault has been submitted, INKWRX will prvide the Custmer with a unique FRN which has been assigned t the Fault. This FRN must be quted t INKWRX n all future enquiries relating t the Fault. INKWRX will handle the Fault in accrdance with the relevant Respnse and Reslutin Times detailed in Schedule 2. INKWRX - Service Level Agreement 4 Versin Number 3.3

5 5. SUPPORT CENTRE ACTIONS Upn being cntacted abut a Fault, the Supprt Centre will establish yur understanding f the Fault, attempt t recreate the Fault and cnduct an initial assessment f the required reslutin actin. This initial, cmprehensive fact find prcess is imprtant t ensure we have all the infrmatin pssible t address the Fault expediently. The Fault will be allcated a Fault Pririty in accrdance with Schedule 2. If the Fault cannt be remedied n initial cntact, then the FRN number and Fault Pririty will be cmmunicated t the persn wh reprted the Fault within the Respnse Time. If yu d nt agree with the Fault Pririty allcated, this can be addressed by cntacting the Supprt Centre within tw (2) Supprt Hurs f the Fault Pririty being issued. Cntact details are included in Sectin 12. If a Fault cannt be reslved immediately, it will be managed within the Supprt Centre. Instances where a Pririty 1 r Pririty 2 Fault requires a fix which is due in the next release versin the Custmer will be infrmed f the release date and updated n prgress regularly until such time as the Fault can be clsed. 6. RESPONSE TIMES Faults will be respnded t within the Service Levels utlined in Schedule 2. The Respnse Time nly includes Business Hurs during which the Fault is being addressed by the Supprt Centre. Business Hurs during which the Supprt Centre is waiting fr infrmatin, clarificatin r actins frm the Custmer are specifically excluded frm the measurement f Respnse Times. The Supprt Centre will infrm the Nminated Supprt Cntacts n the prgress f the clearance f a Fault at regular and apprpriate intervals, as utlined in Schedule 2, until such time as the Fault is clsed. 7. CLOSING OF A FAULT INKWRX will strive t clse all Faults within the timeframes laid ut in Schedule 2. The fllwing are the categries under which Faults may be clsed: i) a reslutin t the Fault r a wrkarund has been fund and implemented and the Custmer has been infrmed ii) the prblem is acknwledged as a Fault and will be, r has been, fixed in a new release f sftware subject t INKWRX prviding a wrkarund fr Pririty 1 and Pririty 2 Faults iii) the Fault is nt within INKWRX s area f respnsibility, fr example it is due t anther applicatin, perating system r hardware malfunctin r is explicitly utside f the scpe f the Agreement iv) the Fault is as the result f user errr; v) the Fault is a knwn issue as utlined in Schedule 3 The clsure f a Fault will be cnfirmed t the individual wh has raised the call either by r phne. After clsure f a Fault, INKWRX will have n further liability r bligatin with respect t such Fault, except as utlined in this Agreement. If a Fault reccurs after being clsed, a new FRN will be issued in accrdance with Sectin INKWRX HOSTED SUPPORT The sectin nly applies if yur Supprt Prducts and Services include Hsted Services. INKWRX has invested significantly in a fully resilient and rbust hsting capability fr the INKWRX Platfrm, thrugh Micrsft Azure, which ptimises the Service Availability and minimises the risk f failure and dwntime. The Service Availability cmmitments relating t the Hsted Envirnment are utlined in Schedule 2. INKWRX - Service Level Agreement 5 Versin Number 3.3

6 9. INKWRX ENTERPRISE SUPPORT This sectin nly applies if yur Supprted Prducts and Services includes the Enterprise Slutin. INKWRX will prvide the Custmer with supprt fr the Sftware, delivered thrugh an agreed mechanism. This supprt is limited t the versins f the Sftware prvided by INKWRX during the last twelve (12) mnths and t the duratin f this Agreement. The supprt includes updates and patches fr the Sftware. Faults t the Sftware must be reprted t the Supprt Centre in accrdance with this Agreement and must include all necessary infrmatin t qualify the incident as fllws: samples that allw the Supprt Centre t islate and reprduce the issue. an explanatin n hw t reprduce the issue. The expediency and the quality f the supprt are directly related t the quality f the definitin f the Fault and the cmpleteness f the infrmatin prvided t INKWRX by Custmer. INKWRX is nt respnsible fr handling incidents resulting frm: mdificatins f the perating system, r mdificatins f the hardware platfrm, fr which the Sftware has been develped and delivered, mdificatins f the Sftware r its resurces perfrmed knwingly r unknwingly by Custmer, r by third parties n behalf f Custmer. INKWRX undertakes t reply t Custmer s Fault reprts in accrdance with Schedule 2, but subject t the fllwing infrmatin being prvided by the Custmer: Sftware descriptin Sftware versin Time and date f ccurrence(s) Nminated Supprt Cntact Details f the Fault and Fault cde r system Fault message, where relevant A dcument explaining hw t reprduce the Fault. Befre INKWRX prvides supprt in respnse t a Fault reprt the Custmer and the Supprt Centre must agree n the Fault Pririty and define the prblem. A Fault reprt may require multiple telephne calls, s and ffline research t achieve final reslutin. The expediency and the quality f the supprt are directly related t the quality f the definitin f the Fault and the cmpleteness f the infrmatin prvided t INKWRX by the Custmer. Once a Fault is identified as related t the Sftware, and Custmer is infrmed f the status f the Fault, INKWRX will make cncerted effrts t reslve the issue t Custmer s reasnable satisfactin as quickly as pssible and in accrdance with Schedule 2. INKWRX may prvide at its discretin (i) a bug fix, (ii) a wrk arund, (iii) a new versin f the Sftware, r (iv) any ther slutin that reslves the Fault. If the analysis f a Fault shws that the prblem resides in Custmer s applicatin r in misuse f the Sftware by Custmer, INKWRX has n bligatin t assist Custmer in slving the Fault. Custmer may hwever request that INKWRX prceed with the necessary develpments as part f a cnsultancy service, fr which INKWRX will charge the Custmer. As well as ther exclusins utlined in this Agreement, INKWRX is nt respnsible fr handling Faults resulting frm: Use f the Sftware ther than in accrdance with the Dcumentatin Mdificatins f the perating system, r mdificatins f the hardware platfrm, fr which the Sftware has been develped and delivered, Mdificatins f the Sftware r its resurces perfrmed knwingly r unknwingly by Custmer, r by third parties n behalf f Custmer. Unless therwise specified in the Custmer Cntract, the scpe f supprt and maintenance n the Enterprise Slutin t be prvided by INKWRX under this Agreement des nt include: Activities t define and islate the prblem t be a Fault in the Sftware. Training in the use f the Sftware; INKWRX - Service Level Agreement 6 Versin Number 3.3

7 Advice n hw t slve Custmer's develpment prblem; Debugging f the Custmer s prgram cde; Repair, replacement, crrectin r adjustment f any malfunctin caused by: adjustment r mdificatin f the Sftware by anyne ther than INKWRX withut the prir written cnsent f INKWRX; accident, catastrphe, abuse, misuse r peratr errr; Custmer's failure t maintain an installatin envirnment in accrdance with INKWRX specificatins. Supprt services when system requirements r 3rd party sftware requirements are nt fulfilled accrding t the respective Dcumentatin; Supprt services fr any hardware r sftware utside f the Supprted Prducts and Services; Supprt services fr printer-specific prblems; Supprt services in the event Custmer is delaying payment fr INKWRX deliverables; and Services nt cvered in the Agreement. In case INKWRX perfrms services nt cvered in this Agreement, INKWRX may charge Custmer fr time and material spent. Uninstallatin prcess As part f the supprt f the Enterprise Slutin, INKWRX shall prvide the Sftware updates t Custmer fr the duratin that the Custmer has paid Service Fees as utlined in the Custmer Cntract. An incident reprt shall be deemed clsed in the event INKWRX shuld, despite diligent effrts, nt be able t reslve the subject matter f the incident reprt. The perfrmance f the Enterprise Slutin will be dependent n the Custmer s infrastructure, hardware and sftware. INKWRX takes n respnsibility fr Faults which are directly r indirectly as a result f the Custmer s r ther rganisatins failure t prvide the services and the netwrks except where specifically included in this Agreement. 10. PLANNED SERVICE OUTAGES Requests fr a Planned Service Outage t the Services will be ntified t Custmers at least tw weeks prir t the Planned Service Outage. Planned Service Outages will be executed utside f Business Hurs where pssible. Fr pririty fixes that require urgent dwntime a tw week ntice may nt be pssible hwever INKWRX will ntify its Custmer s as sn as is practicable. 11. EXCLUSIONS The fllwing are nt cvered under this Agreement: Maintenance f digital pens, accessries, attachments, sftware, machines r ther devices nt supplied by INKWRX, except by prir written agreement. Repair f faults arising frm: Changes, mdificatins, alteratins r additins perfrmed after installatin therwise than by INKWRX, its emplyees, servants, agents r subcntractrs; The imprper use, peratin r neglect f either the Sftware r any cmputer hardware used in cnjunctin therewith which results in damage t the Sftware, unless by INKWRX, its emplyees, servants r agents r subcntractrs. The failure by the Custmer t implement reasnable recmmendatins previusly made by INKWRX in respect f slutins t the Fault. Any repair, adjustment, alteratin, merger r mdificatins f Sftware in whle r part by anyne ther than INKWRX r its emplyees, servants, agents r subcntractrs withut INKWRX prir r subsequent written cnsent. The use f Sftware by persnnel f the Custmer wh are nt suitably trained, r which use is nt in accrdance with manuals and written instructins prvided by INKWRX. Faults which are knwn issues as utlined in Schedule 3 INKWRX - Service Level Agreement 7 Versin Number 3.3

8 Any database int which the Services prvide data which have nt been supplied by INKWRX Netwrks r infrastructure nt prvided by INKWRX Use f the Supprted Prducts and Services in cuntries ther than agreed between the Parties frm time t time in writing. Mbile failures due t netwrk cnnectivity. Faults which directly r indirectly result frm a cause beynd INKWRX s reasnable cntrl are specifically excluded frm this Agreement. In particular, the perfrmance f the Supprted Prducts and Services is dependent n the peratinal perfrmance and activities f all the rganisatins invlved in the prvisin and/r use f services and netwrks. Furthermre, the devices and assciated perating systems are nt supprted unless stated n the INKWRX Handset Cmpatibility list. INKWRX will nt be bliged t prvide supprt under this Agreement where there are verdue mnies utstanding frm the Custmer. 12. RETURN OF DIGITAL PENS WITHIN WARRANTY PERIOD Where a digital pen develps a fault (the Faulty Pen ) the Custmer must return the Faulty Pen fllwing the same reprting prcess fr ther issues. The Supprt Centre will need the fllwing infrmatin t be able t prcess the return quickly and efficiently. Pen ID f faulty pen Nature f fault The Supprt Centre will then carry ut sme basic trubleshting steps in rder t try and reslve the issue with the pen (depending n the nature f the fault) ver the phne r via befre cnfirming whether r nt the pen is required t be sent back t INKWRX fr testing. If the pen is cvered by the manufacturer s warranty, INKWRX will make the warranty claim n behalf f the Custmer and arrange fr a replacement pen (the Replacement Pen ) t be sent t the Custmer. INKWRX will ship the Replacement Pen t the Custmer within 72 hurs f cnfirmatin f eligibility fr replacement if the pen meets the terms f the manufacturers warranty. If the pen is fund nt t be faulty r is ineligible under the manufacturers warranty terms, then INKWRX will instruct the Custmer f the reasn and will return the pen accrdingly. 13. DISPUTES Any disputes under this Agreement will be dealt with in accrdance with the INKWRX Cmplaints Prcedure. 14. SUPPORT CONTACT DETAILS Tel: supprt@inkwrx.cm INKWRX - Service Level Agreement 8 Versin Number 3.3

9 SCHEDULE 1 - SUPPORTED PRODUCTS PRODUCTS AND SERVICES INKWRX frm applicatins develped by INKWRX INKWRX tablet applicatins develped by INKWRX INKWRX mbile applicatins develped by INKWRX Other sftware applicatins develped by INKWRX Digital Pens supplied by INKWRX INKWRX Enterprise Slutin SCHEDULE 2 INKWRX RESPONSE TIMES AND SYSTEM UPTIME The Fault Pririty will be issued by t the reprter within the Fault Respnse Time and will include an estimate f the prbable time t fix it. The Reslutin r wrk-arund time cmmences when the Fault Pririty is issued. All elapsed times relate t the times within Supprt Hurs and d nt include waiting fr a Custmer actin. INKWRX prvides 99.5% uptime availability. The Fault Respnse table belw utlines the Respnse Times, Reslutin Times and Frequency based n the Fault Type assigned. INKWRX - Service Level Agreement 9 Versin Number 3.3

10 FAULT RESPONSE Fault Type Definitin Fault Respnse time Pririty 1 Fault Pririty 2 Fault Pririty 3 Fault A defect r prblem with the Supprted Prducts and Services that results in business being significantly impaired r missin critical activities being disrupted. Example Server failure, data nt prcessing r being delivered t custmer Pririty 1 Faults may nly ccur in a situatin where the Supprted Prducts and Services are deplyed in an peratinal system that is part f the Custmer s regular business. A Pririty 1 prblem that can be circumvented r avided n a temprary basis will be cnsidered a Pririty 2 Fault. A defect r prblem with the Supprted Prducts and Services leading t impaired service functinality in an peratinal, business critical envirnment. Example Delay in frms prcessing and delivery, app crash, single element f multiple delivery failure Pririty 2 Faults may nly ccur in a situatin where the Supprted Prducts and Services are deplyed in an peratinal system that is part f the Custmer s regular business. A Pririty 2 prblem that can be circumvented r avided n a temprary basis will be cnsidered a Pririty 3 Fault. An issue that des nt have significant current business impact but is reducing business efficiency and the return n investment Example change request t wrkflw, nice t have functinality Within 3 Business Hurs Within 1 Business Day Within 2 Business Days Reslutin r wrk-arund time Within 2 Business Days Within 5 Business Days Next patch level Update frequency 3 Business Hurs 1 Business Day Weekly INKWRX - Service Level Agreement 10 Versin Number 3.3

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