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sricnw-, <br />SUBSCRIPTION SERVICE GU DE <br />CUSTOMER SUPPORT POLICY <br />EFFECTIVE DATE: NOVEMBER 12, 2014 <br />This Customer Support Policy governs the support that ServiceNow or its authorized reseller, as applicable, will <br />provide for the Subscription Service. This Policy may be updated from time to time. <br />Scope <br />The purpose of Customer Support is to resolve defects that cause the Subscription Service to perform not <br />in substantial conformance to the Product Overview. A resolution to a defect may consist of a fix, workaround or <br />other relief ServiceNow deems reasonable. <br />Customer Support does not include: <br />• implementation services <br />• configuration services <br />• integration services <br />• customization services or other custom software development <br />• training <br />• assistance with administrative functions <br />Customer Support is not required to provide resolutions for immaterial defects or defects due to modifications of <br />the Subscription Service made by any person other than ServiceNow or a person acting at ServiceNow's <br />direction. <br />Business Hours <br />Customer Support is available 24 hours a day, 7 days a week, including all holidays. <br />Access Contacts <br />Customer may contact ServiceNow using one of the following means: <br />• Support Portal at https://hi.service-now.com/. Customer may get login access to this self-service <br />portal by contacting its ServiceNow administrator. <br />• Phone using one of the numbers at http://servicenow.com/support/contact-support.htm1. <br />Customer shall contact ServiceNow's authorized reseller in accordance with its agreement with the reseller. <br />Incident Priority <br />Incident priority for a defect is determined using the guidelines below: <br />Priority <br />Definition <br />P1 <br />Any defect that causes an instance to be unavailable. <br />P2 <br />Any defect that causes a critical function to fail. <br />P3 <br />Any defect that significantly impedes work or progress. <br />P4 <br />Any defect that does not significantly impede work or progress. <br />Response Times and Level of Effort <br />Customer submits an incident with ServiceNow via phone or web and with ServiceNow's authorized reseller as <br />directed by reseller. All support requests are tracked online and can be viewed by Customer's authorized <br />contacts. Response times do not vary if the incident was filed via phone or web. <br />SERVICENOw CONFIDENTIAL Page 3 (version 11/12/2014) <br />