OFFICE GEMINI SERVICE LEVEL AGREEMENT (SLA)

THIS AGREEMENT ("Agreement") is entered into on , between Office

Gemini ("Licensor"), with its principal place of business located at 6100 Corporate Drive Suite
330, Houston, Texas, 77036 and ("Licensee"), with its
principal place of business located at , and
shall be terminated or renewed on .

Office Gemini Maintenance

Software Updates – Major and Minor

• Via Check for Updates from within the Help menu of the software
• Bug fixes
• Patches
• Hot Fixes
• Improvements
• Enhancements
• New Features
• Corresponding Technical Documentation

Office Gemini Support

Support Services
• Email Assistance
• Live Chat Assistance via Office Gemini Website
• Telephone Assistance
• Error identification and correction

Premium support is available through Office Gemini, Monday – Friday, during the hours of
9:00am to 6:00pm GMT +8 (Singapore Time). Overall support is available through Office Gemini,
Sunday-Friday, 24h/6.

Response Times
• Emails will be responded to within one business day.
• Phone calls, including voicemails, will get a return call within one business day.
• The timeframe to resolve a support issue will be determined on a case by case basis. In
some, but not all cases, an estimated resolution time or date may be given.

Initials ________ Revised January 1, 2021 1

Support Levels

First Level (Triage, Phone Support)

Conducted by Office Gemini

To determine where a problem lies, what its nature is and the level of criticality of the problem.

Typical items to be determined at First Level Support include:

• Is there a License problem?
• Is the server up to date?
• Are the PC’s up to date?
• Does the error apply to only one file, or is it all files?
• How critical is the problem?
o Severity 1: Business Halted
o Severity 2: Business Impacted
o Severity 3: Non-Critical
o Severity 4: Service / Enhancement Requested
• Escalate to Office Gemini if necessary
• Reporting findings / actions back to Customer & Office Gemini

Second Level (Administrator)

Conducted by Office Gemini

Will clearly determine the nature of a problem and the best route to its resolution. Second Level
Support will be performed by Analysts with good systems experience.

Typical items to be determined at Second Level Support include:

• Confirmation of severity level
• File testing / analysis
• Error analysis and detailed recording of the call
• Detailed FAQ's / Hints & Tips
• Escalate to Office Gemini if necessary
• Reporting findings / actions back to Customer & Office Gemini

Third Level (Expert)

Conducted by Office Gemini

Define how resolution can be achieved for a problem. Third Level Support will most frequently
be offsite, performed by Office Gemini Customer Support Analysts with extensive product
knowledge.

Initials ________ Revised January 1, 2021 2

Typical items to be determined at Third Level Support include:

• Allocation of a Call Log Number

• File testing / analysis
• Error analysis
• Suggested "work-around"
• Escalation to development department as a bug (if required)
• Bug fixes
• Escalation to development department as an enhancement (if required)
• Continued software development
• Reporting findings / actions back to VAR
• Maintaining FAQ's / Hints & Tips and updating to VAR

Recommendations

The recommended procedure for internal staff is to have at least one “expert” user on site, and
to have most support issues directed through this person(s) to streamline the support efforts on
both sides. Many minor support issues can be resolved by directing the “expert” user through
troubleshooting procedures.

Initials ________ Revised January 1, 2021 3

IN WITNESS WHEREOF, the parties have executed this Agreement by their duly authorized
representatives.

Accepted and Agreed

For Licensor: Office Gemini, LLC

By:
(Print Individual’s Name)

Signature:

Title:

Date:

For Licensee:

By:
(Print Individual’s Name)

Signature:

Title:

Date:

Initials ________ Revised January 1, 2021 4