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• , 1 ...••11.: . o. • • 117 o p HIGHERGROUND TECHNOLOGY SOLUTIONS 6). Software upgrades to a newer version of the same product will be provided at no charge to Customer while under an active maintenance agreement. Software Updates: HigherGround will periodically release new versions of its Software. Software updates, which include new features and enhancements as they come available, will be provided at no charge to End -Users under warranty or an active maintenance agreement. Problem Severities Severity 1— Critical Failure An existing recording system is down, more than 5o% of the endpoints are not being recorded or there is a critical impact to an End User's business operation. Severity 2 — Major Failure. Operation of Customer's recording system is severely degraded, more than io% of endpoints are not being recorded; recording quality is severely degraded, End User's are unable to access the recording system to retrieve data or significant aspects of End User's business operation are negatively impacted by unacceptable network or environment performance. Severity 3 — Minor Failure Operational performance of End User's recording system is impaired, fewer than io% of endpoints are not being recorded, recording quality is somewhat degraded and End User's access to the system or data is limited, although most business operations remain functional. Severity 4 — Request for Assistance End User requires information or assistance on HigherGround product capabilities, installation, or configuration. Business Day Support HigherGround will provide both Critical and Routine Remote Maintenance Services during the Business Day (8am — 6pm local time). Requests for service under this agreement may be initiated by calling the HigherGround Client Support Center at (818) 251-5277 or sending an e-mail to service®higherground.com. All requests must include a detailed description of the issue being reported and any diagnostic or corrective actions already taken. Automated service tickets will be opened by HigherGround when the recording system delivers critical alarms to our Center. HigherGround will advise Customer when software updates or upgrades are available. If, after reviewing release notes, Customer approves an update or upgrade, HigherGround will apply the update or upgrade during Business Hours. V:2o17o8i6 Standard Maintenance Agreement CONFIDENTIAL Page 4 of n 818.456.1600 • www.higherground.com • 21201 Victory Blvd, Ste 1o5, Canoga Park CA 91303 HigherGround and the HigherGround logo are registered marks of HigherGround, Inc.