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<br />ServicePlus Support Services Agreement <br /> 1 <br />2 Schedule “A” – Basic <br />ServicePlus level of Service selected: Basic <br />Monthly Service Fee: $5,092.50 ($292.50 Signature Capture) <br />Included Service Hours: 40 <br />Additional Hourly Service Rate: $120.00/Hour (Additional hours over monthly service fee require client <br />authorization) <br />2.1 ServicePlus Basic Service <br />Avocette’s ServicePlus Basic service provides defined on-going support services aimed at maintaining a <br />stable Clariti environment. <br />ServicePlus Basic Service Desk hours: 8:30 – 17:00 PST Monday to Friday exclusive of Canadian <br />Statutory Holidays <br /> Service Levels <br />The following service levels are included with ServicePlus Basic service to achieve the level of support <br />required for CLIENT’s Clariti environment. <br />Service levels are divided into five priority levels and are monitored and measured against the service <br />level commitment as shown below. Avocette uses the following definitions to measure service levels: <br />• Acknowledge Request is an email from an Avocette representative that confirms that the <br />request has been received and a ticket number has been assigned in our service request <br />management system <br />• Incident Resolution Time is the time from when the incident is reported to the time a work <br />around or temporary solution has been implemented to address the specific incident. <br />• Incident Closure is the time from when the incident was reported to the time to hand over for <br />production deployment with a permanent correction for the incident. If the incident closure <br />requires an Clariti fix, the Incident Closure times will not apply and will require direct participation <br />of Clariti which Avocette will assist with. <br />