Support Policy

*See definition of High Severity.

**If Client opens a Support Ticket and upon review Accruent determines that the request is a client enhancement request (“CER”), then Accruent Support will reclassify the Support Ticket accordingly.

Definitions

• CER is a request by Client to add functionality or enhance performance beyond the current specifications of the product. All such requests are subject to Accruent’s review, and Accruent may choose not to provide a solution in its sole discretion. For the avoidance of doubt, a CER is not eligible for Service Credits.

• First Response Time is the elapsed time for Support to acknowledge an initial request, assuming there are no issues with account standing. First Response Times are not a resolution goal and should not be interpreted as a guarantee of service, nor is it a guarantee of continued response through the entirety of the applicable request.

• Priority is defined by the Customer and dictates to support the order in which tickets of the same Severity should be addressed.

• Service Credit means the average daily SaaS Services subscription fee for the applicable SaaS Services that experienced an Availability miss, calculated by dividing the annual subscription fee for the applicable SaaS Services by 365.

• Severity is assigned solely by Accruent and is the assessed possible risk or effect of an Incident on Client’s business operations. Severity shall be classified by Accruent in accordance with Accruent’s standard Severity level classifications.

• *High Severity (Severity 1 or 2) is Accruent’s definition for any case validated by Accruent Support as qualifying Severity 1 or 2 criteria. Accruent recommends calling immediately in the case of high severity to confirm the impact and severity of the issue, regardless of business hours or holiday exclusions. In the case of high severity, first response time does not begin until receipt of a phone call to Accruent Support ensuring immediate response and engagement of After-Hours processes. Issues that are not High Severity will be addressed during standard business hours.

• After-Hours Support is in place to ensure in the case of High Severity, even After-Hours and regardless of business hours or holiday exclusions, Accruent is addressing system down and critical system issues to keep your business up and running. For verified High Severity issues, Accruent Support will engage necessary resources and begin incident remediation. Issues that are not high severity will be addressed during standard business hours.

• SaaS, Cloud, or Hosted Products is Software owned, delivered and managed remotely by Accruent for use by a customer on a subscription or licensed basis.

• SaaS Services is the hosted software provided to Client by Accruent and/or one or more of its Partners on a subscription basis, inclusive of Updates, as further described in an Order Document

• On-Premise Product is software installed and run on computers on the premises (in the building) of the person or organization using the software. The hosting and hardware maintenance for the environment are generally the customer’s responsibility.

• Software Updates are subsequent releases to the software purchased that Accruent makes generally available to its current Maintenance customers. Updates include major and minor subsequent releases of software, service packs, hot fixes or error corrections, as well as software documentation updates. Updates do not include optional, additional, customizations, or future products that Accruent licenses separately. Customized software including but not limited to APIs, reports, or other integrations created by Accruent Professional Services are covered under a separate agreement with Accruent Professional Services. Updates are provided when available, and Accruent is under no obligation to develop any future software or functionality. A separate Accruent Professional Services agreement may be required for on-premise and SaaS products where manual installation services are necessary. Contact your sales representative for further details.

• Major release is a software release that contains new functionality and/or large functional improvements of and/or expansions to existing functionality.

• Minor release a software release that comprises small functional improvements of existing functional modules.

• Patch is a software release used to address an issue where a Major/Minor release is not feasible or timely.

• Workaround - a method indicated by Accruent to avoid or by-pass the consequences of a known error, without issuing a fix, so that customer’s use of the software may be interrupted as little as reasonably possible.

Customer Responsibilities

Should you opt to not fully meet or perform your responsibilities as outlined below, Accruent’s ability to provide you with full and complete support under these policies will be significantly impaired. In this situation, Accruent will provide best-effort services and support described in this policy.

General Responsibilities

• Provide Accruent with relevant diagnostic information including log files, configuration, and error messages.

• Create individual, unique cases for each problem.

• Provide Accruent with access to required personnel and equipment. This access may require the ability to provide system logs and/or allow Accruent to view a user’s system via screensharing or other utilities.

• Cooperate with Accruent Support to carry out procedures and recommendations for error correction or malfunctions within a reasonable time after such procedures have been received from Accruent.

• Respond to updates and additional requests for information. Failure to respond in a timely manner may result in reclassification or closure of your case.

• Provide accurate business contact names, phone numbers and email addresses for Designated Contacts.

• Set up a screen sharing session so that your support contact can demonstrate the issue and work with the Accruent Support resource to troubleshoot the issue within the customer’s environment.

On-Premise Specific Responsibilities

• Ability to access the equipment on which the software is operating and obtain the same access at the highest privilege level.

• Upon request for troubleshooting, provide a database backup (and application files as needed) to replicate in-house environment if necessary.

• Supervision, control, and management of the software. Protection of information and the implementation of backup facilities in the event of errors or malfunction of the software or equipment. Accruent is not responsible for the loss of information or data while performing maintenance.

• Maintenance and support of hardware and software technologies.

General Limitations and Out of Scope Services

Out of scope services listed below apply to both SaaS and On Prem installations. Accruent Support has no obligation to provide any service other than those set forth in this Maintenance policy and paid for by the customer. For Accruent End-of-Life products/components (products no longer sold by Accruent), Maintenance support will occur according to the schedule and scope provided for that product.

Support is not provided as an alternative for product training. Designated Contacts lacking proper knowledge or training of their application may be referred to Accruent Professional Services for product training (fees may apply).

Maintenance does not include support for issues/requests arising from or related to the following:

• Unsupported releases/versions not listed in product specific documentation, including 3^rd party products

• Issues outside of functional validation of supporting systems, data availability and standardized reports, operations, procedures or workflows.

• Improper installation by customer or use of the software and its integrations that deviates from any operating procedures established by Accruent in the applicable documentation.

• Modification, alteration, addition, or attempted change of the software or its integrations, undertaken by persons other than Accruent or Accruent’s authorized representatives.

• Hardware or software not provided by Accruent including but not limited to: database products, office suite products, web browsers and operating systems.

• Accident; unusual physical, electrical or electromagnetic stress; neglect; misuse; failure of electric power; air conditioning or humidity control; operation of the software with other media not meeting or not maintained in accordance with the manufacturer’s specifications; or causes other than ordinary use.

• Issues outside of Supported Accruent Release consists of the current Accruent Generally Available (GA) software product and includes up to two (2) major releases from GA. Issues arising on Accruent software older than Supported Accruent Releases are subject to best effort support when a Supported Accruent Release provides resolution (unless otherwise contracted). Accruent is under no obligation to provide extended support or further development commitments for incidents where a Supported Accruent Releases provides resolution. Should client require additional support for unsupported Accruent releases, support may refer the client to Professional Services where a fee may occur.

In addition, maintenance services exclude the following, any of which may be obtained from Accruent on an as-available basis (may incur a fee), or unless otherwise contracted:

• On-site troubleshooting

• Personnel training services

• Implementation services and/or installation services including installation and upgrades, unless otherwise contracted

• Data migration, conversion, transfer, scripting or any other manipulation tasks

• Business process, data interpretation, and/or consultation services

• Custom Integrations and any other “customizations”, including but not limited to custom pages, custom reports, and custom database modifications

• Updates provided to the product under Maintenance services do not include upgrades to customized software, APIs nor other Accruent Professional Services works. Such customization upgrades may be subject to additional fees as specified in your Accruent Professional Services Statements of Work (SOW)

• Completing tasks for users, including but not limited to data entry, system setup, record maintenance, report execution, hardware or non-Licensed Software updates

Products sold by a company acquired by Accruent will be covered under the original purchased Terms and Conditions until time of service renewal.