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the minimum hardware, software, operating system, mobile device, and other system and configuration
<br />requirements set forth in the Documentation or provided by Ventiv; and (c) any software not both supplied
<br />by Ventiv and identified on an Order Form.
<br />7,2 Customer Support Services does not include rescarching Customer request's, researching and fixing
<br />anomalies caused by other vendors, making changes resulting from internal Customer business practices,
<br />enhancing system configuration and other similar tasks that are requested or required, but are outside of
<br />Ventiv's control. Causes or errors that are not attributable to Ventiv (and therefore would also be
<br />considered Additional Services) include, but are not limited to, the following: (i) accident; unusual
<br />physical, electrical or electromagnetic stress; neglect; misuse; failure or fluctuation of electric power, ah -
<br />conditioning or humidity control, excessive heating; .fire and smoke damage; or causes other than ordinary
<br />use; (ii) use of the Software on equipment or rotation media other than the equipment for which such
<br />software was designed and licensed for use on; (iii) interconnection, interfacing or operation of the
<br />Software with other software products not supplied by Ventiv; (iv) operation of the Software with other
<br />media, hardware, software or telecommunication interfaces not meeting or not maintained in accordance
<br />with the manufacturer's or environmental or Ventiv's specifications; (v) improper installation by the
<br />Customer or use of the Software that deviates from any operating procedures established by Ventiv in the
<br />applicable Documentation or in environmental or manufacturer specifications, for example, virtual machine
<br />configuration; (vi) modification, customization, alteration or addition or attempted modification,
<br />customization, alteration or addition of the Software undertaken by the customer or its agents, assigns,
<br />contractors, employees or other's under the customer's control (vii) software programs made by Customer
<br />or other parties unless specifically covered in a Statement of Work between the Customer and Ventiv; (viii)
<br />Customer's failure,to implement current versions of the Software that are issued under this Agreement; (ix)
<br />introduction of data into any database used by the Software by any means other than the use of the
<br />Software; (x) failure by Customer to respond to any action plans provided by Ventiv pursuant to a support
<br />call by Customer; (xi) hoproper or incomplete ME application server administration; or (xii) improper or
<br />incomplete database administration.
<br />7.3 If Ventiv has created a third patty interface ("Third Party Interface") to one of Customer's third party
<br />products provided by another vendor ("Third Party Product") and such vendor modifies the Third Party
<br />Product causing the Third Party Interface to stop functioning properly, then the services required to modify
<br />the Third Party Interface as a result of the changes to the Third Party Product are considered outside the
<br />scope or customer Support Services and would incur additional fees in accordance with Section 5.4 below.
<br />Services required to resolve any Customer -Created Error are outside the scope of Customer Support
<br />Services and would incur additional fees in accordance with Section 5.4 below.
<br />7.4 If a problem reported is outside the scope of this Agreement as indicated in Sections 5.1 through 5.3 above,
<br />Ventiv will notify Customer to that effect and reserves the right to charge Customer at Ventiv's then current
<br />standard ]sourly rates, for which Customer agrees to pay Ventiv promptly upon receiving an invoice,
<br />Certain requests, such as building custom modules, database objects, reports, utilities or other complex
<br />projects ("Additional Services") may also incur additional fees beyond those associated with Customer
<br />Support Services and will be detailed in a new Order Form and Statement of Work agreed between the
<br />parties and subject to the terms and conditions of this Agreement. The following are examples of
<br />Additional Support Services that are available from Ventiv: (i) add-on data conversions; (ii)
<br />implementation for any optional software modules; (iii) supplemental training; (iv) custom reports —
<br />defining, creating, testing or troubleshooting (Ventiv will help with "how do I add a table, column, 6eid,
<br />etc." in Report Designer, but Ventiv will require a Statement of Work to help troubleshoot or clean up a
<br />modified or custom report (unless the custom report is specifically under maintenance; for example: "I tried
<br />to add to or modify my custom report and now my outstanding indemnity figures are incorrect")); (v) iVOS
<br />upgrades during non -business hours; (vi) security configuration consulting or setup; (vii) data conversion
<br />issues once transitioned from implementation to support; (viii) Ventiv database changes, such as
<br />organization changes, combining insureds, reference table changes, etc.; (ix) corrections to Customer's
<br />data, including, but not limited to, data modification for purposes ofexporting/importing tolfrom the Ventiv
<br />database; (x) database administration services (iVOS self -hosted only); (xi)12EE application administration
<br />(iVOS self -hosted only); (xii) backup and recovery consulting (iVOS self -hosted only); (xiii) performance
<br />troubleshooting outside of the application; (xiv) any hardware or software problems beyond the control of
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