Data Sheets

2 Buy with Confidence Notifications Sage Intacct will notify you promptly: • If the system becomes unavailable unexpectedly • When any planned shutdown is scheduled • Upon any delay in delivery of planned product features • Upon any change in implementation project timeline or cost Rapid Response If you contact our Customer Support organization at support@sageintacct.com or 877-704-3700, we will provide an acknowledgement within 4 hours. If the issue cannot be resolved within a 24 hour time period, we will provide an update within that time and continue to update you with additional information as it is available. Product Quality Our goal is to provide a high quality product that operates as described in our online product documentation. If issues are encountered with Sage Intacct products, we will address reported issues according to the following priority levels: Priority Description Actions and Response Time Red System down: Site is not operational and no Workaround 3 is available Sage Intacct will work continuously until resolved. Target resolution goal: Average resolution goal is within 4 hours of a reproducible case being reported. (Excludes system outages caused by force majeure, i.e. acts of God, war, civil unrest, acts of government and any other circumstances beyond Sage Intacct's reasonable control.) 1 Severe impact • A major function is not working (unable to utilize a specific portion of the application such as check printing or invoicing) • Reproducible Errors which result in a lack of application functionality or intermi ent system failure Good faith efforts by Sage Intacct to provide: • A Workaround3 within 24 hours of notification. If a Workaround is provided, then a plan for correction of the Error will be provided within 5 business days of notification, with a target for completion within 20 business days; or • If a Workaround is not provided then a plan for correction of the Error will be provided within 2 business days of notification for completion within 5 business days 2 Moderate impact • Reproducible Errors causing malfunction of non-critical functions • Customer is able to use the application with the issue outstanding Good faith efforts by Sage Intacct to provide: • A Workaround within 7 business days of notification. If a Workaround is provided, then a plan for correction of the Error will be provided within 15 business days of notification for completion within 60 days; or • If a Workaround is not provided then a plan for correction of the Error will be provided within 5 business days of notification, with a target for completion within 20 business days E Enhancement request • Enhancement requests will be reviewed on a monthly basis by Sage Intacct • Customers will be notified of the outcome of the review and have an opportunity to appeal the decision Professional Services Quality Our goal is 100% satisfaction with the professional services provided by Sage Intacct. To back up that goal, we are willing to place 10% of our professional services fees at risk to ensure customer satisfaction. Sage Intacct agrees to provide the professional services as outlined and mutually agreed upon in the Project Scope Document on-time and on-budget. If we are not able to deliver the professional services outlined within the agreed to budget and timeline, provided

• Cover