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centaman which have been previously configured. Centaman is not obliged to provide Software Support to users who have not been provided adequate user training by either Centaman or Customer. Such users will be considered to be logging Tier 1 cases. F. Reporting an Issue - the Customer agrees to advise Centaman by telephone or via the Centaman support portal (https://my.centaman.io) the precise nature of any suspected error, malfunction, or defect. The Customer agrees to provide Centaman with all relevant information upon request in order that Centaman may render the services set forth herein. Centaman does not represent or warrant the service results or that all errors, malfunctions, or defects will be corrected. G. Definition of Severity - the Customer and Centaman agree to the following definitions of the severity or urgency of issues as outlined in this clause. Centaman agrees to provide Software Support at the times and with the responsiveness as outlined in clauses 4H and 41 based on the Customer's reasonable and accurate assignment of the severity in accordance with the following definitions: i. Support Severity 1 are issues which affect the entire operation e.g., system down, cannot sell items or the issue is really stopping you from doing business. ii. Support Severity 2 is when the Customer experiences a problem but is processing sales and transactions (for example, a scanner's not working, or an error appears but there is a work -around). iii. Support Severity 3 is when the system's working and the request is for a configuration change, help with using the system or anything related to Reports or Custom Reports developed by Centaman. iv. Support Severity 4 is requests for something that's a new feature, report, or set-up of something that's not already in the Customer's system. Severity 4 requests may fall outside the scope of the Software Support services and may require additional project or implementation resources that would be at an additional charge. Centaman will seek prior approval from the Customer for severity 4 requests that would result in an additional charge prior to providing the services 44 ©2022 Centaman, Inc. All rights reserved.