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'Innovations" means all designs, processes, procedures, methods and innovations which are developed, discovered, conceived or introduced by Hyland, working either alone or in conjunction with others, in the performance of this Agreement (including any Services Proposal). "Maintenance and Support" means for Supported Software, (i) Error Correction Services; (ii) Technical Support Services; and (iii) the availability of Upgrades and Enhancements in accordance with a Maintenance Schedule or Software License and Maintenance Schedule - Subscription. "Production Certificate" means: license codes, a license certificate, or an IFM file issued by Hyland and necessary for Customer to activate Software for Customer's production use. "Prohibited Acts" mean any action taken by Customer that is: (i) in violation of Section l of the Software License Schedule - Perpetual or Section 1, 2 or 3 of a Software and Maintenance Schedule — Subscription or (ii) contrary to Section 4.2 of these General Terms. "Professional Services" means any professional services provided by Hyland under a Services Proposal, including but not limited to those services fisted at https://www.hylaud.00m/community. Examples of the services include: (a) installation of the Software; (b) consulting, implementation and integration projects related to the Software, including but not limited to the customized configuration of Softwme integration modules or business process automation modules; (c) project management; (d) development projects in connection with the integration of Software with other applications utilizing any Software application programming interface (API). "Resolution" means Hyland provides Customer with a commercially reasonable workaround, correction, or modification that solves or mitigates a reported Error. "Services Proposal" means either: (a) a written proposal issued under a Professional Services Schedule, and which sets forth the Professional Services Hyland will provide to Customer and which is signed by Customer and Hyland; or (b) a purchase order submitted by Customer and accepted by Hyland for Professional Services. 'Software" means: (a) Hyland's proprietary software products, listed in the Initial Purchase Table Schedule, and other Hyland proprietary software products for which Customer submits a written purchase order to Hyland (or an authorized solution provider) that Hyland accepts and fulfills, including, in each case, third party software bundled by Hyland together with Hyland's proprietary software products as a unified product; and (b) all Upgrades and Enhancements of the software products described in clause (a) which Customer properly obtains pursuant to Maintenance and Support. "Specifications" means the definitive, final functional specifications for Work Products, if any, produced by Hyland under a Services Proposal. "Supported Software; Retired Software'. At any particular time during a maintenance period covered by an applicable Maintenance Schedule or Software License and Maintenance Schedule - Subscription: (a) "Supported Software" means the current released version of the Software licensed by Customer from Hyland and any other version of such Software that is not Retired Software; or (b) "Retired Software" means any version of the Software licensed by Customer from Hyland under this Agreement which is identified as being retired on Hyland's applicable secure end user web site. Hyland will specify on its end user web site Software versions which become Retired Software. The effective date of such change will be twelve (12) months from the date Hyland initially posts the status change on its end user web site, and Customer will receive notice as a registered user of Hyland's applicable secure end user web site. "Technical Support Services" means telephone or online technical support related to problems reported by Company and associated with the operation of any Supported Software, including assistance and advice related to the operation of the Supported Software. Technical Support Services are not available for Retired Software. "Upgrades and Enhancements" means any and all new versions, improvements, modifications, upgrades, updates, fixes and additions to Software that Hyland makes available to Customer or to Hyland's end users generally during the term of a Maintenance Schedule or Software License and Maintenance Schedule — Subscription to correct Errors or deficiencies or enhance the capabilities of the Software, together with updates of the Documentation to reflect such new versions, improvements, modifications, upgrades, fixes or additions; provided, however, that the foregoing shall not include new, separate product offerings, new modules or re -platformed Softwam. "Working Hour" means the services of one (1) person for a period of one (1) hour (or any part thereof) during regular business hours, and shall include the travel time during which Hyland's resource(s) is required to travel outside of the metropolitan area in REV: 01-09-1815 Page 9 of 51 ATTY/AGR.2018.001/Hyland Onbase ACMS