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EXHIBIT <br />Constant Connection Program <br />LucityAM Technical Support and Software Maintenance <br />Following is an outline of the provisions for LucityAM technical support and software maintenance with <br />the Lucity Constant Connection Program. <br />HELP DESK <br />• Staffed by Lucity Support Specialists from 7:00 am — 7:00 pm CST, Monday — Friday <br />— Accessible via toll-free telephone (800-492-2468) and email (support@lucity.com) <br />- Response goals are immediate for issues received during regular Help Desk hours, and <br />as soon as possible next business day for issues received after hours <br />- Support Specialists remotely connect with clients, troubleshoot issues, and assist with <br />system maintenance via Webex <br />• Lucity Support Center <br />— Portal for 24/7 submittal of support issues, and tracking of resolution status <br />— Lucity Blog posts <br />— Lucity Community user forum <br />UPGRADES <br />• LucityAM version (i.e. major) releases are provided semi-annually (in February and August), with <br />1-2 service pack (i.e. minor) releases provided for each version <br />• LucityAM Mobile products (Android and iOS) are released on independent schedules, with <br />several versions provided throughout the year <br />• Lucity Listens web site for clients to submit LucityAM software enhancement requests, vote on <br />other submittals, and track development status <br />DOCUMENTATION <br />• Provided through the software itself (via LucityAM Install Media and on-line Help) and the Lucity <br />Support Center <br />— Policies <br />• Data Collection, Data Recovery, FAQs on Lucity Support Center Use, Levels of <br />Service for Lucity Support, Version Support Details <br />— Downloads <br />• Data Dictionary, Technical Specifications <br />— Release Documents <br />• Install Media, Release Notes, Checklists (Pre- and Post -upgrade), Install Manual <br />- Knowledge Base <br />• Guides (various Administration, General User, and Training) <br />- Help Guides <br />• System, Products, Tools, Security, Services <br />- Videos <br />• Product functions and features <br />Page 1 <br />27 <br />