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Kronoslncorporafed 297 BJtkr�Ca R�d C6etms[ortl,MA 01824 Page:7 t 29 P600t:(978)Z50-9800 {60) days prior to that anni�ersary renewal date> After the one year initial teim of this Agreement, the Service Offerings provided and the Service Coverage period aze subject ta change by Kronas with sixty (60) days advance written notice to Customer. For the inirial two {2) renewal years the annual suppart fee, for the same products and service type,will nat increase by more than 4%over the prior year's annual suppart fee. (d} GOLD SERVICE OFFERINGS Customer shall be entitled ta receive: (i} Updates for the Software {not including any Sof�ware for which Kronos charges a separate license fee}, pravided that Customer''s operating system and equipment rneet minimum system canfiguration requirements, as reasanably detenrnined by Kronos. If Custamer requests Kranos to install such Updates or to provide retraining, Customer agrees to pay Kronos far such installation or retraining at Kronos' then- current time and rnaterials rate. (ii}Telephone and/or electranic access to the I�xanas Global Suppart Center for tl�e logging of requests �or service during the Service Coverage Period. 'The Serviee Goverage Period for the Gold Service pffering is 8:00 a.m. to 8:00 p.m.,local time,Monday through Friday,excluding Kronas halidays. {iii)Web-hased support including access to Soflware dacumentation, FAQ's, access to Kronos knowledge base, Customer ft�rums, and e-case management. Such afferings are subject to modificatian by Kronos. Current offerings can be found at http:!/www.kronos.com/services/su,pport-services.aspx . (iv)Web-base,�l remote diagnostic technical assistance which may be utilized by K�ronas ta resolve Software functianal problerns and user problems during the Service Coverage Period. (v) Aecess to specialized content as and when made available by Kronos such as technical advisories, learnir�g quick tips, brown bag seminars, technical insider tips, SHRM e-Learning, HR Payroll Answerforce and service case studies, (e) PLATINUM AND PLUS SERVICE OFFERI�tGS: Platinurn: In addition to the Service ()fferings specified for the Ga1d Serviee Offering above, the Service Coverage Period for the Platinum Service Offering is 24 hours a day, seven days a week,365 days a year. Plus option: In additian to the Servi�e Of�'erings specified for the Gold Service Offering above, customers pur+chasing the Plus option shall receive the services of a dedicated,but not exclusive, Kronos Technical Account Manager("T.AM") for one prodaction instance of the Saftware. Customers purchasing the Gold Plus aption shall designate up to one primary and one secondary backup technical contacts ("Technieal Contacts'� to t�e the sale contacts with the TAM,while eustomers purchasing the Platinum-Plus aption shall designate up to two primary and three secandary b,ackup Technical Co�ta.cts. Upon request, Custamer may designate additional and/oc backup Technical Contacts. Customer is required ta place all primary Technical Contacts through I�xonas product trainin�far the Saftware cavered under this Agreement�t Gustomer's expense. Customers purchasing the Platinum-Plus option shall also recei�e a one day per year visit ta be performed at the Gusiomer location where the Software is installed During t}us ansite visit, Kronos shall wark with Customer to identify ways to help Gustomer increase ftu�ctionz►lity or maximize utilization of the Saftware in Custamer's speciftc envirotiment. Customer must be utilizing the then-current version of the Soflware. Travel and expenses REV:08-27-15 RL 5RT lC 48A515 ATTYlAGR.2015.19Q/Kronos Incorporated