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to bypass traditional support services. Ticket tracking further enhances the efforts of <br />Support Desk personnel by allowing ImageTrend to identify patterns which can then be <br />utilized for improvements in production, documentation, education and frequently asked <br />questions to populate the knowledgebase. The support ticket tracking system ensures <br />efficient workflow for the support desk specialists while keeping users informed of their <br />incident's status. Support patterns can be referenced to populate additional <br />knowledgebase articles. <br />Incident Reporting Malfunctions <br />ImageTrend shall correct malfunctions that are documented and reported by the Client. <br />Specifically, ImageTrend shall acknowledge receipt of a malfunction report from Client <br />and respond with a resolution plan according to the chart below. <br />shutdown of one or more Software notification during business hours <br />functions or via support.imagetrend.com <br />- Access to one or more Software <br />functions not available <br />- Major subset of Software <br />application impacted that is <br />necessary for usage of the software <br />Medium - Minor subsystem failure <br />-Data entry or access impaired on a <br />limited basis. <br />Low - User error (i.e. training) or <br />forgotten passwords <br />- Issue can or must be delegated to <br />local Client contact as a first level of <br />response for resolution <br />Service Requests (enhancements) <br />Within four (4) hours of initial 24 Business hours <br />notification <br />Same day or next business day of As appropriate <br />initial notification depending on nature <br />of issue and party <br />responsible for <br />resolution <br />ImageTrend maintains a UserVoice page for its products. UserVoice is a voting platform <br />that allows customers to suggest and vote on enhancement ideas. UserVoice helps <br />ImageTrend prioritize the most important product enhancements across all ImageTrend <br />users. That portal is available at https://imagetrend.uservoice.com (requires valid <br />ImageTrend credentials). If an enhancement request is specific to one Client and deemed <br />to be outside of the original scope of the product, then the enhancement will be evaluated <br />by the product management team. After this, ImageTrend may present a High Level <br />Estimate of the work effort involved with developing the feature. If that high level estimate <br />is approved by the Client, a Statement of Work is written and presented to the Client. <br />These requests are subject to our standard rates and mutual agreement, including if <br />REV: 06-15-2020 PR <br />ATTY/AGR.2020.099/ImagTrend, Inc. (Page 27 of 32) <br />