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sricnw~ <br />SUBSCRIPTION SERVICE GU DE <br />EFFECTIVE DATE: NOVEMBER 12, 2014 <br />ServiceNow or its authorized reseller, as applicable, will use reasonable efforts to meet the target response times <br />and target level of effort stated in the table below. Support from the reseller may be limited to business hours only. <br />Priority <br />Target Response Times <br />Target Level of Effort <br />P1 <br />30 minutes <br />Continuously, 24 hours per day, 7 days per <br />week <br />P2 <br />2 hours <br />Continuously, but not necessarily 24 hours per <br />day, 7 days per week <br />P3 <br />1 business day <br />As appropriate during normal business hours <br />P4 <br />N/A <br />Varies <br />Customer Responsibilities <br />Customer's obligations are as follows: <br />(a) Customer agrees to receive from ServiceNow or its authorized reseller, as applicable, <br />communications via email, phone or through the Support Portal regarding the Subscription <br />Service. <br />(b) Customer shall appoint no more than five (5) contacts ("Customer Authorized Contacts") to <br />engage Customer Support for questions and/or technical issues. <br />(i) Only Customer Authorized Contacts are authorized to contact Customer Support. <br />(ii) Customer must ensure the information for these contacts is current in the Support Portal <br />at https://hi.service-now.com/. <br />(iii) Customer Authorized Contacts are trained on the use and administration of the <br />Subscription Service. <br />(c) Customer shall cooperate to enable ServiceNow to deliver the Subscription Service and support <br />for the service. <br />(d) Customer is solely responsible for the use of the Subscription Service by its authorized users. <br />Support Resources <br />• ServiceNow Website (http://www.servicenow.com/services/overview.html) <br />• ServiceNow Community (https://community.servicenow.com/welcome) <br />• Release Notes (http://wiki.service-now.com/index.php?title=Main_Page) <br />• Product Documentation (http://wiki.service-now.com/index.php?title=Main_Page) <br />• Knowledge Base (https://hi.service-now.com/nav_to.do?uri=kb_home.do) <br />• Support Community (https://community.servicenow.com/community/support) <br />SERVICENOw CONFIDENTIAL Page 4 (version 11/12/2014) <br />