Last Updated: November 5, 2025

Company will provide Maintenance and Support for the Subscription Services specified in an Order during the applicable Subscription Term as follows:

1. Maintenance. “Maintenance” means any Company-provided (i) software updates, (ii) bug fixes, (iii) security updates, (iv) platform patches, (v) hardware maintenance and updates, and/or (vi) feature enhancements and performance enhancements to existing features and new features for which Company does not charge a separate fee, each offered by Company at its sole discretion when published and made generally available to its customers (each, a “Maintenance Update”). Maintenance may be provided on a scheduled or unscheduled basis. Maintenance Updates will be installed by Company via automated processes. Customer may not unreasonably delay installation of a Maintenance Update. Scheduled Maintenance is not included in any Service Availability calculation.

2. Support. “Support” consists of the offerings in the table below. Support will be provided in English commencing on (a) Go-Live of the Subscription Services; or (b) after the applicable Subscription Services or Professional Services have exited Go-Live Stabilization, whichever occurs later.

	Standard	Enhanced	Premium
SKU ID	ON-SV-SPT-STD	ON-SV-SPT-PRM	ON-SV-SPT-ENH
Support Portal Access https://www.onit.com/support-portal/	Included	Included	Included
Community Access, Webinars, & Articles	Included	Included	Included
Severity 1 – Response Times (System is unusable with no immediate workaround)	24×7, Initial response in 2 hours	24×7, initial response in 1 hour	24×7, initial response in <1 hour
Severity 2+ – Response Times	Sev 2+: 8 business hours	Sev 2: 4 business hours Sev 3+: 8 business hours	Sev 2: 2 business hours Sev 3+: 4 business hours
Weekend Support	–	Sev 1: Case Support	Sev 1: Case Support & Phone Support
Support Resources (Excludes Holidays)	10×5, Pooled support resources (8-6pm CT)	10×5, Pooled support resources (8am-6pm in Customer’s preferred time zone)	10×5, Shared named support analyst(s) (8am-6pm in Customer’s preferred time zone)
Technical Solutions Consultants (aka TAM) (Only available to customers with >$100k Annual Subscription Fees)	–	–	Shared named TSC
How-To-Questions  (how to use existing functionality)	Included	Included	Included
Break/Fix  (support to fix functionality that was previously working)	Included	Included	Included
Maintenance  (maintaining functionality that already exists in system)	Included	Included	Included
Training	–	Includes 2 self-paced trainings per Subscription Year	Includes 5 self-paced trainings per Subscription Year
Additional Training Discount	–	10% discount on all other courses (including instructor led)	20% discount on all other courses (including instructor led)
Enhancements, System Changes & Build Help Requests (On a per Subscription Year basis based on hours; SLA’s do not apply)	–	5 hours per $10k in Annual Subscription Fees	10 hours per $10k in Annual Subscription Fees
Advisory Services (Only available to customers with greater than $100k Annual Subscription Fees)	–	One functional area assessment per Subscription Year (up to 4 hours)	Three functional area assessment per Subscription Year (up to 12 hours)
Optional Add-On: Enhancement Blocks for Ongoing Work  (100 hours per Subscription Year)	Not available	Available	Available

3. Authorized Contacts. Customer should designate one or more individuals as reasonably required to be the authorized contact(s) and act as a liaison between Company and Customer to request, address, and be notified about Maintenance and Support matters (each, an “Authorized Contact”). Authorized Contacts should have the requisite knowledge of the Subscription Services and the authority to act on behalf of Customer for Maintenance and Support matters. Company has no obligation to determine whether the individual requesting Maintenance or Support is an Authorized Contact. 
   
   
4. Exclusions. Exclusions. Company will have no obligations related to Maintenance and Support with respect to the following exclusions (each, an “Exclusion”): (i) the use or functioning of the Service with third party products other than those specified in the Documentation; (ii) use of the Subscription Services in breach of the Agreement or the Documentation; (iii) any modification, customizations or enhancements of the Subscription Services by any person or entity other than Company, (iv) causes beyond the reasonable control of Company (e.g., floods, fires, loss of electricity or other utilities), (v) the gross negligence of Customer or any third party, operator error, attempted access, maintenance or other use by unauthorized persons; (vi) the failure of or caused by any third party software, hardware, or data feeds, or failure or corruption of any database or (vii) the failure of Customer to provide requisite details and reasonable support as requested by Company to help resolve the issues; (viii) any Customer-developed software or configuration or third-party software except any third party software embedded in the Subscription Services or in Company -provided hosted servers; (ix) Customer-driven enhancements to add new functionality, configurations or components or adjusting configurations for existing functionality that requires business analysis, project management, professional services, quality assurance and/or engineering resources including, without limitation adding a new workflow, rebuilding an existing workflow, adding new document generation templates, new integrations or updates to existing integrations or changes to custom reports, updating, hiding and rearranging fields/tabs/columns/filters, etc.; (x) documentation creation or modification; and (xi) training services.
   
   
5. Time and Materials Professional Services. For items not included in Maintenance and Support, with Customer approval, Company will scope and deliver time and materials Professional Services via a formal statement of work or change order process.