1.1. Appliance. "Appliance" means a computing device of proprietary design, with a specific function and limited configuration ability, located at the Customer's premises for delivery of some IzonData services.

1.2. Designates. "Designates" means those Customer's customers, suppliers, vendors, benefits providers and other such external parties whose access to the Service is necessary to effect Customer's business purposes for which Service is provided.

1.3. Documentation. "Documentation" means the guides and manuals for use of the Service. Documentation is provided in whatever form is generally available to users of the Service.

1.4. Servers. "Servers" means the host-processing computer hardware servers that are customized, installed, managed, maintained and supported by IzonData.

1.5. Software. "Software" shall mean the computer software used by IzonData to provide the Service, in object code form owned or distributed by IzonData for which Customer is granted access pursuant to this Agreement, and the media, Documentation, Upgrades and Updates thereof.

1.6. Update. "Update" shall mean a subsequent release of the Service containing minor corrections, bug fixes, and other modifications and are generally made available for the Service without additional charge. Update shall not include any release, option or future product that IzonData provides and prices separately.

1.7. Upgrade. "Upgrade" shall mean modifications which provide new or improved features, functionality, or performance for the Service.

1.8. User. "User" shall mean an individual authorized by Customer to access the Service, regardless of whether the individual is actively using the Service at any given time.

2. Scope Of Support.

The following services are generally included as part of the Agreement. Please see the section below outlining services and issues specifically excluded from this Agreement. Items outside of this scope of service may be provided at IzonData's discretion by IzonData, an IzonData Network Partner, or other third party resources as consultation services at prevailing hourly rates. IzonData Support is provided on a best commercial effort basis via telephone, electronic mail, or web based utilities only.

3. System Installation and Set-up.

3.1. Each IzonRAD unit ships with an install guide. Customer can also browse to our install guide at: http://www.izondata.com/kb

3.2. An IzonData Network Partner will provide first responder support.

3.3. IzonData will work with Network Partners who are servicing Customer's installation difficulties, provided either the Network Partner or the Customer obtains a valid support service case number as described above. IzonData will use its best commercial efforts to bring the Customer's IzonRAD system into full working order.

4. Reliability/Performance Troubleshooting.

4.1. IzonData will monitor proper performance of the IzonRAD device. This is an automated process that alerts IzonData of most device failures.

4.2. IzonData will use commercially reasonable efforts to identify and correct the occurrence of the following:

• Missed scheduled data aggregation events.
• Incomplete data aggregation events.
• Application program access issues.
• Other automatically detectable exception conditions.

4.3. IzonData will investigate failures and will coordinate resolution with Customer or Network Partner as appropriate.

5. General Technical Support Issues and Guidance.

5.1. Guidance on configurations or applications of the IzonRAD product for solutions the product was designed to address.

5.2. Suggestions for maximum performance, flexibility, and security as per standard IzonData IzonRAD installation, and suited to Customer requirements if possible.

6. Hardware Troubleshooting and RMA.

IzonRAD appliance hardware is covered by manufacturer's warranty. The Customer is the owner of this warranty, and therefore any hardware defects in these products will be coordinated directly between the Customer and the respective manufacturer. IzonData will provide support during this process to the best of its abilities, and using best commercial efforts.

7. Product and Service Maintenance.

7.1. During the term of the Agreement, the Customer is eligible to receive certain software updates, including critical bug fixes, security patches and other patches determined at IzonData's sole discretion to be necessary for proper system operation.

7.2. Some updates may require manual intervention on the part of the Customer.

7.3. Future Version Upgrades: From time to time, IzonData may release new software versions and or feature upgrades.

7.4. Support of Non-current Versions: IzonData will provide Technical Support as described below for the current version, and for two prior versions.

7.5. In some cases, resolution of a technical support issue may require updating or upgrading to the current version.

8. Obtaining Technical Support.

The following Technical Support options are available for IzonRAD appliance systems and subscribed services:

8.1. Knowledge Base

The IzonData knowledge base contains a wide range of information pertaining to installation, configuration, usage and maintenance of your IzonRAD system and subscribed software services. Customers are highly encouraged to see if their technical support issues are addressed in the knowledge base. General Knowledge Base: http://www.izondata.com/kb.

8.2.Email Form

Sending an email via our support website at http://support.izondata.com is the best way to receive live Technical Support from either an IzonData Network Partner or directly from IzonData. Every email message sent to IzonData support is assigned a case number, or updates an existing case. Customers with case numbers will be served before those who opt to use support by phone without a case number. Email Form: http://support.izondata.com

8.3. Telephone

Customers seeking live telephone support should first contact their local IzonData Network Partner during normal support hours through contact methods provided by the Partner. IzonData telephone support is available during our normal hours of operations Monday through Friday, 8:00 am - 5:00 pm Eastern Time US. For after-hours system down emergencies, Customers with a valid ticket number may leave a voice mail message in the Support voice mailbox, which will be dispatched to an on-call technician. Please refer to our response times below. Telephone: 1-252-946-1523, Select Option #2

9. Support Response Time.

9.1. IzonData will use all reasonable commercial efforts to respond to support inquiries, under normal business conditions, in accordance with the response time chart below. Severity will be assigned in good faith by the IzonData support team.

9.2. Response times apply between 9AM and 5PM Eastern Time, Monday through Friday.

9.3. "Response" is defined as acknowledgment of the support request, either via email or telephone, assignment of the request to an appropriate resource and, in the case of after-hours Critical Issues, provision of an expected time frame for further communication. Customers must obtain a valid ticket number through email, web, or from a IzonData customer service agent.

10. Support Exclusions.

IzonData support services do not include the following:

10.1. Manual customization of the system software or system configurations. All configuration changes must be made through the IzonData web application interface.

10.2. Application of the system for any purpose other than for which it was designed.

10.3. Troubleshooting or resolution of issues related to Customer premise network cabling.

10.4. Configuration or troubleshooting of Customer supplied equipment, including, but not limited to network switches, firewalls or routers.

10.5. Troubleshooting of unsupported network hardware or firewalls, or configurations that deviate from the supported examples provided by IzonData.

10.6. Troubleshooting or resolution of issues related to Internet access quality, bandwidth, or other issues related to Customer's Internet service providers.