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C J ! { UTILITY Exhibit B M Smart WayPoint(s) Qty 2 Supplied by Utility 1 Interview Room Solution Qty 1 Supplied by Utility 9 'Includes all services, installation, training, and configuration of the above listed equipment and cost ro osal. Exclusions This agreement is written in a spirit of partnership. The Supplierwill always do everything possible to rectify every issue in a timely manner. However, there are a few exclusions. This agreement does not apply to: • Any equipment, software, services or other parts of the IT system not listed above • Software, equipment or services not purchased via and managed by the Supplier Additionally, this agreement does not apply when: • The problem has been caused by using equipment, software or services in a way that is not recommended (defined as intentional neglect, misuse, or destruction of the equipment) • The Client has made unauthorized changes to the configuration or set up of affected equipment, software or services. Unauthorized changes are defined as changes made by any party other than the Supplier to the software, hardware, or firmware that alter the system's ability to record, upload, or view data. • The Client has prevented the Supplier from performing required maintenance and update tasks. • The issue has been caused by unsupported equipment, software or other services. This agreement does not apply in circumstances that could reasonably be said to be beyond the Supplier's control. For instance: floods, war, acts of god and so on. Regardless of the circumstances, the Supplier aims to be helpful and accommodating at all times, and will do its absolute best to assist the Client wherever possible. RESPONSIBILITIES Supplier Responsibilities The Supptierwill provide and maintain the system used by the Client. The Service level Agreement between the Supplier and the Client includes full details of these responsibilities. Additionally, the Supplier will: • SaaS will be maintained at 99% uptimelavailability or greater 24M365 • Ensure relevant software, services and equipment are available to the Client including an appropriate level of spares • Respond to support requests within the timescales listed below • Take steps to escalate and resolve issues in an appropriate, timely manner • Maintain good communication with the Client at all times 2