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[fAi! <br />.•.... <br />. ' <br />• <br />• <br />HIGHEROROUND <br />I[ONNOLOOT SOLUTIONS <br />Remote: HigherGround certified technicians connect to Customer's recording system using remote <br />control software or VPN. <br />Onsite: At the address where the HigherGround system is located. <br />HigherGround Business Hours: Monday thru Friday, except Holidays, 6 am to 6 pm Pacific Time. <br />Local Business Hours: Monday thru Friday, except Holidays, 8 am to 5 pm at the Customer location. <br />24 -Hour: 24 hours per day, 7 days per week. <br />Mandatory Updates: corrections to the computer code or documentation included in the Products <br />required in order to maintain marketable performance of the Products (address Critical Maintenance <br />issues) and, in connection therewith, conformity of the code, documentation, and marketing literature <br />relating to a particular Product. <br />Current Product: At this time, HigherGround offers two different products, each of which is a package <br />of applications. The current products are NextGen Capturegii and Calibre. In the future, <br />HigherGround may offer new or different products under different product names. <br />Supported End -of -Life Product: A product which is no longer offered for sale by HigherGround, and for <br />which HigherGround will continue to provide support fora specific period of time. For example, Fusion <br />Series 7 is a Supported End -of -Life Product. HigherGround will continue to support for Fusion Series 7 <br />until December 31, 2018. <br />Product Upgrade: means a change from one product to another, for example from Fusion Series 7 to <br />Calibre. Product upgrades are provided at an additional charge that will be determined by <br />HigherGround when a new product becomes available. <br />Software Patch: Software code written to address local functionality issues (bug fixes) not currently <br />fixed with the latest Service Pack, Software Update, or Software Upgrade. <br />Service Pack: A specific, sequential edition of a given Release/Version, which may include updates, <br />and/or bug fixes. A Service Pack is designated by a letter to the right of the second decimal point (such as <br />R.v.x or R.v.y or R.v.z) a.k.a. "Update". <br />Software Release: A specific edition of the licensed Software that provides additional feature(s). For <br />example, Calibre is designated by a number located to the left of the first decimal point. Calibre r. 8.5.2 is <br />read as "Calibre release eight dot five dot two" or Release 8, Version 5, Service Pack 2. <br />Active Release: The current Software Release. <br />Supported Release: Any release prior to the Active Release for which HigherGround continues to <br />provide support. Generally, HigherGround supports one (1) or two (2) Releases prior to the Active <br />Release. <br />Inactive Release: Any Release prior to the Active and Supported Releases. HigherGround will not <br />provide Patches or Service Packs for Inactive Releases. Any Customer on an Inactive Release will be <br />updated to the Active Release prior to troubleshooting or patching most issues. <br />Software Version: A specific edition of the Software Release that includes minor feature or feature set <br />additions. A Version is designated by a number to the right of the first decimal point. Calibre r 8.5.2 is <br />read as "Calibre Release eight dot five dot two" or Release 8, Version 5, Service Pack 2. <br />Software Upgrade: means a change that may represent an improvement in the quality or performance <br />of the product or provide additional functionality. It may be represented by but is not limited to <br />Releases or Versions. (For example, Release 8 version 5 may be upgraded to Release 8 version <br />V:2o17o816 <br />Standard Maintenance Agreement CONFIDENTIAL <br />818.456.1600 • www.higherground.com • 21201 Victory Blvd, Ste 1o5, Canoga Park CA 91303 <br />HigherGround and the HigherGround logo are registered marks of HigherGround, Inc. <br />Page 3 of ii <br />