Customer Support & Software Enhancements Policy

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1 Custmer Supprt & Sftware Enhancements Plicy Welcme t Manhattan Assciates Custmer Supprt Organizatin (CSO). Staying current n Custmer Supprt & Sftware Enhancements and n a supprted versin f the licensed prduct prvides access t a number f benefits and services, including sftware versin updates/enhancements, free 24/7 telephne/ supprt, mdificatin defect reslutin, free prduct dcumentatin, a free annual ne-day n-site visit, training class discunts, retail cmpliance updates, a supprt cnsultant and much mre. In this dcument, yu ll find all the infrmatin yu need t wrk with CSO cntact infrmatin, the case management prcess, available cnsulting and technical services, the versin supprt plicy, and ther imprtant infrmatin t help yu ptimize the perfrmance f yur supply chain slutins. Rapidly reslve missincritical issues 24 hurs a day, every day, regardless f gegraphy. Prvide supply chain experts t assist with cntinual ptimizatin f yur Manhattan slutins frm planning thrugh executin. Supprt facility rll-uts, implement upgrades and prvide assistance with yur strategic transfrmatin initiatives. Prvide technical expertise t mnitr and administer yur Manhattan slutins. Updated Nvember WORKING WITH CUSTOMER SUPPORT 1.1 CONTACT INFORMATION Manhattan Custmer Supprt Representatives are available t assist yu 24 hurs a day, 7 days a week, 365 days a year. Please reprt all issues t the apprpriate Custmer Supprt Representative by fllwing the guidelines belw. Custmer Extranet (MA Gateway) - (System Outage and Wrk Stppage issues must be called int the 24/7 Call Center) Requests fr supprt, services, media (sftware r prduct dcumentatin), transprtatin rates r license keys can be submitted via the Custmer Extranet. and Instant Message Supprt (System Outage and Wrk Stppage issues must be called int the 24/7 Call Center) Nrth and Suth America and Asia Australia Eurpe, Middle East and Africa China and SE Asia Telephne Supprt US and Canada (tll free) Mexic (tll free) Nrth and Suth America and Asia Australia Eurpe (UK ffice), Middle East and Africa +44 (0) Eurpe (Netherlands ffice) France China (tll free, within China) China (calling frm utside China)

2 1.2 CASE MANAGEMENT PROCESS The Manhattan Assciates Custmer Supprt Organizatin is cmmitted t prviding service in a timely and efficient manner. Yur Custmer Supprt Representative typically fllws the prcedures described belw: Assign a Case Number. When yu initiate a case, the representative assigns a case number. Classify the Case Type. Cases are first classified as either Supprt r Service. Supprt cases are further categrized as an Incident Case r a Prblem Case. Incident Case. Used t recrd the ccurrence f an issue. An pen Incident means there is an nging event that requires reslutin (either wrkarund r permanent reslutin). An Incident Case is clsed nce the ccurrence f the event is addressed. Prblem Case. Used t track the rt cause analysis and permanent reslutin f a knwn issue. Determine the Case Severity Level. The Custmer Supprt Representative wrks with yu t determine the severity f the case primarily based upn the impact t yur business. Please see the chart at the end f this dcument fr severity definitins. Assign Resurce(s). Escalate Attentin t the Case. Please see the chart at the end f this dcument. 1.3 CUSTOMER RESPONSIBILITIES There are several steps yu can take t help us expedite the prblem reslutin prcess. These include: Maintain a Level 1 and 2 Supprt Structure. T minimize impact t peratins and t ensure issues are handled efficiently, yu shuld prvide a centralized, internal helpdesk that serves as a first line f supprt. All supprt matters will flw thrugh yur internal help desk. The helpdesk then engages yur level 2 supprt experts fr initial triage and research s they can prvide Manhattan s Custmer Supprt Organizatin with the infrmatin required such as business impact, reprducible steps, and relevant data and lgs. Services required t aid in the cllectin f basic infrmatin r t assist in level 1 and level 2 supprt are nt cvered by this Plicy. Establish Onging System Access. T reslve difficult-t-diagnse issues, Manhattan Assciates Custmer Supprt Representatives must have access t yur sftware envirnment. The speed at which we can reslve issues is directly related t the ability t view system behavir and/r actual data; therefre, we highly recmmend that yu make arrangements t enable cnnectivity t yur test and/r prductin envirnments with read-nly access. Manhattan Assciates preferred methd f cnnectivity fr purpses f custmer supprt is LAN-t-LAN VPN, due t its ptimal flexibility in design and security. Manhattan Assciates des nt allw client-server VPN technlgies t riginate frm within its crprate envirnment, such as SSL. Perfrm System Administratin. Issues with the warranted prduct can result frm external factrs. Fr this reasn, yu shuld perfrm the required system administratin n a rutine basis; including, but nt limited t, cmputer and database backups, updating virus prtectin, applying perating system patches, and/r purging histric transactinal data. Services prvided while assisting in the reslutin f an issue caused by a lack f system administratin are nt cvered by this Plicy. Set Up a Test Envirnment. Given the missin-critical nature f ur sftware, we ask that yu prvide a separate envirnment t test new functinality, prgram fixes and mdificatins/extensins. The data in this envirnment shuld be kept in synch with prductin t the extent reasnable t ensure the validity f these tests.

3 2.0 BENEFITS The fllwing benefits and services are available t custmers wh are current n Custmer Supprt & Sftware Enhancements r ther maintenance agreement and n a supprted versin f the Licensed Prduct. 2.1 SOFTWARE VERSION UPDATES/ENHANCEMENTS Yu are entitled t all updates/enhancements in the latest versin r service pack f the sftware applicatins licensed in yur sftware license agreement withut additinal license fees. Any assciated implementatin cnsulting/prgramming services requested by the custmer t install updates are cvered under a separate Statement f Wrk. 2.2 FREE SUPPORT FOR WARRANTED PRODUCTS Receive free telephne/ supprt fr all issues directly related t the warranted sftware applicatins licensed in yur sftware license agreement. 2.3 MODIFICATION DEFECT RESOLUTION Mdificatins t the licensed prduct, interfaces develped using WebMethds, r extensins created with SCOPE Studi are supprted. The fllwing cnditins apply: This Plicy applies t Mdificatins, Interfaces r Extensins designed, prgrammed, tested and delivered by Manhattan Assciates in accrdance with a crrespnding detailed design specificatin as agreed upn and signed ff by Manhattan and the custmer. The mst recent agreed upn and signed ff Mdificatin Specificatin supersedes all previus specificatins fr the purpse f this Plicy. This Plicy is cntingent upn the custmer being n a supprted versin f the Licensed Prduct (fr Interfaces between Licensed Prducts, bth/all Licensed Prducts must be a supprted versin). This Mdificatin Defect Plicy becmes effective 30 days after the first cmmercial use f said Mdificatin, Interface r Extensin. Upgrades f Mdificatins, Interfaces r Extensins t new releases d nt fall under the scpe f this Plicy. The custmer s exclusive remedy and Manhattan s entire liability fr defects in said Mdificatin, Interfaces r Extensins shall be the crrectin f such defects in said Mdificatin, Interfaces r Extensins. 2.4 FREE PRODUCT DOCUMENTATION System dcumentatin (Manhattan s Advanced Infrmatin Manager) fr the custmer s licensed prducts is prvided at n charge. 2.5 FREE ANNUAL ONE DAY ON-SITE VISIT Manhattan Assciates sends a Custmer Supprt Cnsultant t yur site t cnduct a free ne-day (8-hur) visit per subscriptin perid. Custmers typically use this free cnsulting time t perfrm system efficiency audits, cnduct training r discuss future business requirements. The cnsultant s ut-f-pcket expenses are nt cvered by this Plicy. 2.6 ACCESS TO CUSTOMER EXTRANET MA Gateway prvides access t detailed Manhattan Assciates sftware infrmatin and the ability t submit, update and review yur Custmer Supprt cases; as well as request media, license keys and transprtatin rates. Yu can als update yur cntact infrmatin, dwnlad transprtatin rates and custmer/prduct specific files, register fr Educatinal Services classes and cmplete custmer satisfactin surveys. 2.7 EDUCATIONAL SERVICES CLASS DISCOUNT All Manhattan Assciates scheduled public training classes are available at a 10% discunt n the then-current published tuitin rates.

4 2.8 RETAIL COMPLIANCE UPDATES Updates fr the currently supprted versins f sftware are made available per Manhattan Assciates Retail Cmpliance Plicy. This Plicy, as well as infrmatin regarding Retail Cmpliance initiatives, is available n Manhattan Assciates custmer extranet (MA Gateway). 2.9 FREE ESTIMATES PROVIDED FOR SIMPLE PROJECTS OR MODIFICATIONS Time spent n estimates less than ne (1) hur is free f charge. Any time required ver ne (1) hur is billed at Manhattan Assciates current rates. These are rugh, nn-binding estimates that are updated, if necessary, nce the design is cmplete ACCOUNT MANAGEMENT An Accunt Manager is available t wrk with yu t understand and supprt yur business require-ments, bjectives and strategic develpment plans SUPPORT CONSULTANT Fllwing implementatin f the licensed prduct and transitin t Custmer Supprt, a technical cnsultant is assigned t yur rganizatin. This cnsultant becmes familiar with yur prcess flw as well as any custm extensins s we can prvide the mst effective supprt RECEIVE SERVICES AT CURRENT HOURLY BILLING RATES WITH NO ADDITIONAL PREMIUM 2.13 RECEIVE CARRIER RATES AT CURRENT COSTS WITH NO ADDITIONAL PREMIUM 3.0 CONSULTING AND TECHNICAL SERVICES 3.1 CONSULTING AND TECHNICAL SERVICES In additin t the benefits mentined abve, Manhattan Assciates is cmmitted t prviding ur custmers with access t additinal technical and cnsulting assistance t address changing business requirements after the initial implementatin. Manhattan ffers the fllwing services n a billable basis: Cnfigure additinal functinality Design, develp, test and deply extensins t existing sftware Develp and cnduct custmer-specific training Prvide n-site services Prvide dedicated n-call supprt during special prjects r specific events Prvide prject management services Implement sftware upgrades Supprt new facility rll-uts Supply Chain Operatins Review Engagements On-site evaluatin f yur supply chain peratins Recmmend cnfiguratin adjustments t respnd t changing peratinal requirements Manhattan SureCheck Technical applicatin envirnment audits Technical infrastructure audits System administratin prcesses audits Prvide Applicatin Management Services (AMS) System health mnitring and reprting Data purge and archive setup and executin Sftware delivery and installatin management System ptimizatin Applicatin administratin Prvide Parcel Carrier Requirements Services Label and dcument changes Rate and ruting updates

5 3.2 SUPPORT SERVICES Manhattan Assciates ffers the fllwing supprt services n a billable basis: Research and address prblems (with data r applicatin) nt caused by a Manhattan Assciates emplyee r the warranted prduct. Perfrm system administratin tasks t maintain ptimal sftware perfrmance. Supprt the testing and implementatin f a newer perating system, database r third-party sftware versin. 4.0 VERSION SUPPORT POLICY Staying current n Manhattan Assciates sftware ensures yur rganizatin maximizes its return n investment. All prduct versins 2010 and later released by Manhattan Assciates are fully supprted fr a perid f 60 mnths after the general release date f that versin. Versins prir t 2010 are fully supprted fr a perid f 36 mnths. Supprt pertains t reprducible issues related t functinality in prductin use and updates are prvided n the latest Service Pack level. At the end f the supprt perid, Manhattan Assciates cntinues t service prduct versins n a billable basis. Manhattan Assciates des reserve the right t discntinue service f a prduct line three years after that prduct has been fficially discntinued. 5.0 TERMS AND CONDITIONS 5.1 The Custmer Supprt & Sftware Enhancements Plicy is t be read in cnjunctin with the custmer s sftware license agreement and custmer supprt and sftware enhancements agreement with Manhattan. 5.2 T receive the benefits f Manhattan Assciates Custmer Supprt & Sftware Enhancement Plicy, a custmer must sign a custmer supprt and sftware enhancements agreement r ther maintenance agreement and pay the applicable fees befre service can begin. Such annual fees are based n the then-current applicable sftware license fees fr the relevant prducts. 5.3 Manhattan Assciates reserves the right t change its Custmer Supprt & Sftware Enhancements Plicy r ther maintenance agreement fees withut prir ntice. 5.4 The Annual Renewal Invice is typically sent t the custmer 60 days befre the annual agreement expires. Prmpt payment f this invice ensures uninterrupted cverage. 5.5 Cancellatin, terminatin, failure t pay the applicable fees r therwise failure t renew the Custmer Supprt & Sftware Enhancements agreement, r ther maintenance agreement, will result in terminatin f access t all supprt, services, as well as any past, current r future sftware enhancements and versin releases. Manhattan Assciates will als remve any custmer-specific infrmatin frm ur cde management and internal knwledgebase systems. The Custmer Supprt & Sftware Enhancements subscriptin can be reinstated by paying Manhattan Assciates a reinstatement fee equal t ne hundred and fifty percent (150%) f the unpaid Custmer Supprt & Sftware Enhancements fees that wuld have been paid if cverage had nt lapsed. Any custmer seeking supprt shall first be required t reinstate a maintenance agreement. Manhattan reserves the right t refuse supprt and services unless and until such custmer is reinstated. Shuld Manhattan, at its sle discretin, ffer limited services t a custmer that has nt met the requirements listed abve, such services shall be prvided n an as-is basis with n express r implied warranty. Custmers shall pay current undiscunted hurly rates alng with any csts assciated with perfrming such services and acknwledge that Manhattan may discntinue services at any time withut ntice. In n event will any amunts paid fr such services be credited tward any future maintenance subscriptin.

6 5.6 Manhattan Assciates may, at times, run read-nly diagnstic tls n the custmer s envirnment f the licensed sftware in rder t assist with supprt activities. 5.7 Manhattan Assciates reserves the right t peridically audit the cnditin and utilizatin f the licensed sftware. 5.8 Manhattan Assciates cmmnly assists with prblems that affect ur custmer s use f the prduct, including hardware and thirdparty sftware. Hwever, the Custmer Supprt & Sftware Enhancements Plicy applies nly t the Licensed Prduct(s) as defined under the custmer s sftware license agreement. Third-party sftware embedded in the Licensed Prducts and therefre sublicensed thrugh Manhattan Assciates shall be cnsidered a Licensed Prduct(s), and cvered by this Plicy, s lng as the custmer is current with all fees. Hardware and ther third-party sftware prducts such as perating systems and database sftware are nt cvered by this Plicy; hwever Manhattan passes thrugh any manufacturer warranties t any such prducts t which Manhattan has been granted the right t d s. 5.9 Fr additinal infrmatin regarding Manhattan Assciates Custmer Supprt & Sftware Enhancements Plicy and the Sftware License, Services, Supprt and Enhancements Agreement, please cntact Custmer Supprt This Plicy cvers all prducts currently subscribed t in the Custmer Supprt & Sftware Enhancements agreement r ther maintenance agreement. Subscriptins are ffered fr nly the custmer s Licensed Prduct(s) and a custmer may nt elect t exclude any f the Licensed Prduct(s), r any f the designated site(s), frm subscriptins during the subscriptin perid.

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