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sricnw~ <br />SUBSCRIPTION SERVICE GU DE <br />current version of the Subscription Service. <br />6. REQUIRED UPGRADES <br />EFFECTIVE DATE: NOVEMBER 12, 2014 <br />If Customer has requested "no Upgrade" it may nevertheless be required to Upgrade if in the reasonable <br />judgment of ServiceNow the Upgrade is necessary to maintain the availability, security or performance of the <br />Subscription Service or the ability of ServiceNow to efficiently provide the Subscription Service, as follows: <br />6.1. SUPPORTED RELEASE FAMILY. If Customer is using a Supported Release Family, it may be <br />required to Upgrade to a Patch or Hotfix within the Supported Release Family. <br />6.2. NON -SUPPORTED RELEASE FAMILY. If Customer is using a Non -Supported Release Family, <br />it may be required to Upgrade to a Supported Release Family. <br />7. EXCEPTIONS <br />Notwithstanding the other provisions of this Upgrade Policy, Customer may not submit a support request <br />for "no Upgrade" for any Upgrade to, or that is essential for, the infrastructure network, hardware, or software <br />used by ServiceNow to operate and deliver the Subscription Service. <br />SERVICENOw CONFIDENTIAL Page 6 (version 11/12/2014) <br />