Standard Support and Service Levels

1. Purpose

This Support and Service Level Agreement (“SLA”) sets forth the target level of support provided by International Financial Services, Inc., doing business as DTS Connex (“DTS”), in conjunction with DTS’ Software-as-a-Service offerings purchased by Customer (the “Purchased Services”) under the Standard Application Services Terms. Capitalized terms used but not defined in this SLA have the meanings given in the Standard Application Services Terms.

2. Hours of Operation

DTS operates the Purchased Services 24x7x365 with a monthly uptime target of 99.5%, excluding any Scheduled Downtime or Third Party Unavailability.

“Third Party Unavailability” shall mean (i) any loss of the availability of the Purchased Services outside of the control of DTS, including but not limited to any loss of service to a user due to a force majeure event (as described in the Standard Application Services Terms) or the performance of that user’s Internet browser, Internet connection, or any other Internet-related performance issue, (ii) any technical issue originating at Customer or at a Customer vendor other than DTS and not caused in any way by DTS, or (iii) any downtime due to failures in Customer-provided software or Customer back-end data sources which cause the hosted software functionality to be rendered unavailable or to operate with degraded performance.

“Scheduled Downtime” shall mean: (a) the period of time in which DTS and its third-party hosted data center conduct periodic scheduled system maintenance during the planned published windows of time, which is presently between 2:00 a.m. and 5:00 a.m. Eastern Time on Sundays and Mondays; (b) other scheduled maintenance for which DTS provides advance notice; and (c) emergency maintenance, as determined by DTS, which may be performed without any advance notice to Customer.

3. Standard Support

DTS provides the following support:

• E-mail Technical Support — help@dtsconnex.com
• Telephone Technical Support — 410-876-5756, 8:30 a.m. to 5:00 p.m. Eastern Time during the work week, excluding DTS observed holidays.
• Urgent Technical Support (outside of regular business hours) — please call 866-223-6420. Be sure to leave a voice message, as this line and voicemail box are monitored 24x7x365.