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the Software; 5.4 Supply CentralSquare with access to and use of all information and facilities reasonably determined to be necessary by CentralSquare to render the technical support described herein; 5.5 Perform any test or procedures reasonably recommended by CentralSquare for the purpose of identifying and/or resolving any problems; 5.6 At all times follow routine operator procedures as specified in the Documentation or any error correction guidelines of CentralSquare posted on the CentralSquare website; 5.7 Customer shall remain solely responsible at all times for the safeguarding of Customer's proprietary, confidential, and classified information contained within Customer Systems; and 5.8 Reasonably ensure that the Customer Systems are isolated and free from viruses and malicious code that could cause harm before requesting or receiving remote support assistance. 6. Priorities and Sunnort Response Matrix The following priority matrix relates to software errors covered by this Agreement. Causes secondary to non -covered causes - such as hardware, network, and third -party products - are not included in this priority matrix and are outside the scope of this Exhibit. CentralSquare will make commercially reasonable efforts to respond to Software incidents for live remote based production systems using the following guidelines: Priority Issue Definition Response Time Priority 1 - The software is completely down and will not Priority 1 issues must be called in via 833-278-7877 and Urgent launch or function. will be immediately answered and managed by the first available representative. Priority 2 A high -impact problem that disrupts the Priority 2 issues must be called in via 833-278-7877 and Critical customer's operation but there is capacity to will be immediately answered and managed by the first remain productive and maintain necessary available representative. operations. Priority 3 — A Software Error related to a user function which Non -Critical does not negatively impact the User from the use Non -Critical Priority 3 issues must be reported via f the system. This includes system administrator Httos://support.centralsquare.com/slcontact-us unctions or restriction of user workflow but does not significantly impact their job function. Priority 4 — Minor Cosmetic or documentation errors, including Customer technical questions or usability Minor Priority 4 issues must be reported via questions. Httr)s://support.centralsquare.com/s/contact-us 7. Exceptions. CentralSquare shall not be responsible for failure to carry out its Support and Maintenance obligations under this Exhibit if the failure is caused by adverse impact due to: 7.1. defectiveness of the Customer's Systems (including but not limited to environment, hardware or ancillary systems), or due to Customer corrupt, incomplete, or inaccurate data reported to the Solution, or documented Defect. 7.2. denial of reasonable access to Customer's System or premises preventing CentralSquare from addressing the issue. 7.3. material changes made to the usage of the Solution by Customer where CentralSquare has not agreed to such changes in advance and in writing or the modification or alteration, in any way, by Customer or its subcontractors, of communications links necessary to the proper performance of the Solution. 7.4. a Force Majeure event (as outlined in Section 12), or the negligence, intentional acts, or omissions of Customer or its agents. 8. Incident Resolution. Actual response times and resolutions may vary due to issue complexity and priority. For critical impact level and above, CentralSquare provides a continuous resolution effort until the issue is resolved. CentralSquare will make commercially reasonable efforts to resolve Software incidents for live remote based production systems using the following guidelines: MORE INFORMATION AT CENTRALSQUARE.COM