EXTENSION Assurance Policy Revised 12/13/2012

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1 Page 1 of 6 EXTENSION, LLC ( VENDOR ) Assurance Policy EXTENSION Assurance Policy Revised 12/13/2012 This Service Policy describes the software support services, referred to as EXTENSION Assurance, which you have purchased. You or Your means the individual or entity that has purchased the applicable Assurance. We and our refers to EXTENSION, Inc. The Assurance described in this policy includes application support services, software update services (maintenance), and hardware support service for the EXTENSION solution. The Service Policy is subject to change at EXTENSION s discretion; however, the services provided will not be materially reduced during the Assurance period purchased by you. You will receive written notice of any new versions of this Service Policy. The Service Policy will describe all aspects of services you are entitled to as part of your software support services; o EXTENSION Support Levels Definition o Support Services Terms o Application Support Services o Software Update Services (Maintenance) If the software support services period for which you have paid has ended, please contact your EXTENSION Account Manager to update your services. EXTENSION Support Levels Definition EXTENSION support can be broken down into 3 levels. This section explains the differences between those levels: Level 1 This is the lowest level of support, which is provided by the hospital or organization which is using EXTENSION functionality. This level of support receives calls/tickets directly from end users and performs basic troubleshooting. Services provided by this level of support include: connectivity to end user devices and systems, user authentication, interface status and basic audit log review. Level 2 This mid-level support is typically provided by an EXTENSION Total Solutions Partner (TSP). When a customer is receiving direct support from EXTENSION, then EXTENSION will provide Level 2 support. This level of support receives calls/tickets from the level 1 support unit of the hospital or organization, not the end users directly. Services provided by this level of support include: Advanced interface status analysis, advanced audit log analysis, basic workflow and rule modification, new package installation, and basic system testing and validation. Level 3 This top level support is provided by EXTENSION Inc. This level of support receives calls/tickets from the level 2 support unit of the TSP, not the end users directly. Services provided by this level of support include: Advanced workflow and rule modification, advanced dataset manipulation, new package installation, version

2 Page 2 of 6 upgrades, application patches, advanced system testing and validation, and new functionality consulting. The terms of this level of support are what constitute the remainder of this document. Support Services Term Support Services Support services covered under this service policy include (1) your access to the EXTENSION Application Support organization as described more fully below (these are referred to in this Service Policy as application support services) and (2) your access to ongoing software updates as described more fully below (these are referred to as software update services), both are outlined in this Service Policy for the EXTENSION software product and support period for which you have paid the applicable fees. If you have not purchased EXTENSION Assurance, you will not have access to application support services or software updates. Upon EXTENSION s written approval, application support services can be rendered and billed upon an hourly basis at then current hourly application support rates provided that you have a valid purchase order. Support Services Period Support services for all EXTENSION products will commence with the start of the Assurance for the applicable product for new installations unless specified otherwise in your contract, or on the renewal date of the applicable assurance period for which you have paid. The fees are billed annually in advance and are non-refundable. In the event that EXTENSION agrees to cancel an Assurance contract for a customer, the customer will receive a prorated refund based on the length of time the existing agreement has remaining. EXTENSION is not obligated to provide support services beyond the end of the support services period. Support services for EXTENSION are effective upon issuance by EXTENSION of the license key. Reinstatement of Support Services If your software support services lapse or were not originally purchased, a reinstatement fee equal to the prorated cost of Assurance for the non covered period will be charged for the upgrade to the latest software update upon commencement of the applicable support services period. Assurance Fees The Assurance fees are specified in the applicable quotation are due annually in advance of the support services period unless otherwise specified in the quotation. Unsupported Software You will not receive any application software services on unsupported software until you upgrade to the latest supported update. Application Support Services Application support services include EXTENSION s assistance to you in diagnosing and addressing software errors in the applicable EXTENSION product which are due to causes within EXTENSION s control. Software error means a verifiable and reproducible failure of

3 the EXTENSION product to perform in accordance with the applicable documentation. Page 3 of 6

4 EXTENSION will respond to you within the time periods as indicated in the Response Time section of this Service Policy for the corresponding severity level of the particular error. EXTENSION will correct software errors within a reasonable period of time after notification by you or detection by EXTENSION. EXTENSION may provide correction of an error by means of temporary fix consisting of sufficient programming and operating instructions to implement such error correction by bringing the software into material conformity with the documentation for the applicable EXTENSION software product. Software Update Services (Maintenance) Software Updates will periodically be available. These updates are available when needed for additional features or upon request. Updates can be scheduled at your convenience, and can be performed after hours, as needed. Hardware Replacement Extension provides 24 hour replacement of hardware. In the event of hardware failure, Extension data can be restored from the nightly database backups on your network. NOTE: If database backups are not retained by the customer, then a restore from a failed hardware device may not be possible and current patient data may be lost. Remote Support: The primary means of application support services are rendered remotely. You must provide outgoing access to the Internet based support server (svc.ext-inc.com and service.ext-inc.com) on port 22 to enable our EXTENSION Support team to remotely connect to your site. Our use of remote access will be subject to the confidentiality and security requirements as set forth in the applicable regulations regarding patient data confidentiality and security. We require that the remote capability be tested and approved prior to a system going live for clinical use. This will provide a valuable safety net for your system. Any exceptions to this remote support recommendation must be discussed with, and approved by, an EXTENSION representative. EXTENSION will not be responsible for any failure to perform its obligations under this service policy that results from your refusal to provide us with remote access to your system. Hours of Coverage EXTENSION offers support services on a Standard Business Hours or After Standard Business Hours ( After Hours ) basis, however, access to these services after hours may require payment of an additional fee if the severity of the problem is considered Low. The rate for an EXTENSION Support representative to resolve Low priority issues after hours is $185/hr. After business hours, EXTENSION support services can be accessed by you contacting EXTENSION s On-Call Support Service operators who will then contact an On-Call EXTENSION Support representative. The EXTENSION Support representative will then be put in contact with you as soon as possible. Details for contacting our On-Call Support Service can be found on the pages that follow. Page 4 of 6

5 EXTENSION Support utilizes the services of a third party On-Call Support Service that is staffed 24 x 7 x 365 to answer customer calls that are not answered by an EXTENSION Support representative directly. The EXTENSION Support helpdesk is typically available to answer calls between the hours of 8 AM 5 PM EST Mo Fri. This On-Call Support Service is available to field all customer calls outside of those hours, on Holidays, and when nobody is available to take your call. If your call is answered by one of our On-Call Support Service operators, you will have three options to proceed with in order to receive support for the issue(s) which are being reported. The representative can submit a support ticket on your behalf for low priority issues. If this option is chosen, an EXTENSION Support representative will call you on the next business day. Alternatively, the representative can take your information and contact an EXTENSION Support representative who will then return your call ASAP. Lastly, if you would prefer, you may hold on the line until the On-Call Support Service representative contacts an EXTENSION Support representative to whom you will then be transferred. Please see the matrix on the page that follows to see EXTENSION s guidelines for notifying EXTENSION about issues of all priority levels. Discussing Protected Health Information It is important to note that our On-Call Support Service operators are not employed by EXTENSION, INC. and protected health information (PHI) should not be disclosed to them. These operators will not attempt to obtain protected health information from our customers. Once a customer is transferred to an EXTENSION Support representative, PHI can be disclosed, but only if necessary for troubleshooting purposes. Standard Business Hours Monday Friday 8:00 a.m. 5:00 p.m. EST Severity Levels To help us manage your application support issues, EXTENSION uses a three tiered priority system to log your application support services requests. See examples of the types of errors covered under each level below. EXTENSION encourages you to report Emergency and High issues by telephone in order to ensure direct communication and to receive the expedited attention you require. Page 5 of 6

6 Contacting Support Services Priority Example Steps to Contact Support Response Time Low User/Password issues; non-critical applications Option 1: with a detailed description of the problem hour Option 2: Call , Option 1 Medium High Business Critical applications; single department outage System down; Clinicians unable to provide care. 1st step: with a detailed description of the problem. 2nd step: Call , Option 1 1st step: Call , Option 1 If for any reason you aren t able to reach EXTENSION Support or EXTENSION s On-Call Support Service, proceed to step hour 0-2 hour 2nd step: call After Hours (Medium or High) Business Critical applications; single department outage System down; Clinicians unable to provide care. 3rd step: call st step: Call , Option 1 Your call will be answered by EXTENSION s On-Call Support Service who will get you in touch with an EXTENSION Support representative immediately. If for any reason you aren t able to reach EXTENSION s On-Call Support Service, proceed to step hour 2nd step: call rd step: call This EXTENSION Assurance Policy and the support team are managed by our Support Manager. If at any time you are not receiving the level of service that you are expecting and would like to discuss that with a manager, please call Page 6 of 6

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