Unless otherwise agreed upon in writing by the parties this Technical Support Policy (“Support Policy”) describes the policies and procedures under which Prolink provides Technical Support services (“Technical Support”) for its proprietary Software (“Software”) to its customers (each, a “Customer”). Technical Support provided under this Support Policy for the Software is subject to the License, Subscription and/or Master Agreement (“Agreement”) in place between the parties for the term specified in the Ordering Document. All undefined capitalized terms used herein shall have the same meaning as set forth in the applicable Agreement. Technical Support is provided through Prolink’s online web-based support channels, email and via phone (“Supported Channels”) as indicated in this Support Policy.

1. Business Day. “Business Day” shall mean the days from Monday to Friday excluding applicable regional public holidays that correspond with Prolink’s operating days.
2. Business Hour. “Business Hour” shall mean the specified by region on a Business Day of the main support hub based on:
   Americas – 7am to 8pm Eastern Time (ET)
   Prolink Global Support operating hours may change from time to time.
   
3. Case. Each individual issue submitted by a Customer through a Supported Channel
4. Documentation. Our technical documentation and usage guides for the applicable Software, as updated from time to time and made available to You.
5. Error. “Error” is defined below and classified as either Level 1 (Critical), Level 2 (High), Level 3 (Medium), or Level 4 (Low).
6. Software. The Prolink software identified in the applicable agreement.
7. Professional Services. Services provided for a fee via an applicable Statement of Work.
8. Statement of Work. Statement of Work shall mean a legal contract for a specific scope of work agreed by both parties.
9. Prolink’s Support Portal. “Prolink’s Support Portal” shall mean Prolink’s web-based customer support system, designed with proactive services, information and workarounds. Prolink’s Support Portal can currently be accessed on “https://www.prolinksoftware.com/support/policy.aspx” (this URL may change from time to time).
10. Release. Prolink defines a “Release” as any one of the following or a combination of:
1. One in which new features and functionality are made available;
2. One in which enhancements to existing features and functionality are made available; or
3. One in which security updates and/or bug fixes are made available.
11. Major Release: A “Release” that may require a full installation of the desktop Software and the primary version number is incremented.
12. Minor Release: A “Release” that does not require a full installation of the desktop Software. Secondary version numbers are incremented.

1. What Technical Support Includes: Technical Support is intended to provide assistance to Customers for issues and questions regarding the use or operation of the Software. If Customer is current on payment for (i) Support and Maintenance Services for perpetual Software licenses or, (ii) Customer’s Software subscription, Prolink shall use commercially reasonable efforts to provide Customer with Technical Support services consisting of the following: (a) access to Supported Channels; (b) Updated Releases of the Software where an Agreement allows; and (c) troubleshooting related to the following Customer activities with respect to the Software:
    
   1. Installation and Downloads: Support for installation includes providing troubleshooting related to Customer’s downloading and installing of the Software.
       
   2. Software Licensing Assistance: Support for facilitating access to users via Prolink License Manager and Prolink License Portal.
       
   3. Basic Configuration Issues: Support for configuration includes troubleshooting Customer’s configuration settings for existing installations on Supported Platforms (as defined below) to ensure proper operation and connectivity.
       
   4. Usage: Response to Customer’s "how to" questions related to standard and intended Software and/or Service usage.
       
   5. Updated Version Issue: Support for issues regarding replacing a previous version with a new version of the Software.
       
   6. Efforts to Correct the Software: Prolink shall make commercially reasonable efforts to correct defects or other errors in the Software in accordance with the applicable warranty and as outlined in Section VI.
       
2. What Technical Support Excludes: Prolink has no Technical Support obligations with respect to the issues relating from: (a) Software that is used on or in conjunction with unsupported hardware or software as specified in the applicable Documentation; (b) use of the Software by Customer in violation of the Agreement; (c) alterations, add-ons, customizations, or modifications to the Software by any party other than Prolink; (d) defects or failures in the Software due to any factors beyond Prolink’s reasonable control; (e) any version of the Software for which Technical Support has been discontinued by Prolink; (f) Evaluation Versions of the Software or other software provided at no charge; (g) training, customization, integration, and any issues arising from unlicensed use of the Software; and (h) any on-site services or remote access services.
    
3. Prolink’s Efforts. While Prolink will make commercially reasonable efforts to correct defects or other errors in the Software according to the applicable warranty and respond to Cases as described in this Support Policy, Customer acknowledges that it may not be possible for Prolink to correct every or any defect, error, or problem reported by Customer or of which Prolink is otherwise made aware.
    
4. Software Versions Covered.
    
   1. Supported Versions: Prolink will provide Technical Support only for the Software specified in this Support Policy or as specified at the time of purchase. Prolink’s Technical Support obligations do not cover hardware, operating systems, networks, or third-party software. Customer understands that Prolink will require their reasonable assistance and may need additional information as to its use of the Software in order to provide Technical Support and to enhance the Software.
       
   2. End of Support: Prolink will provide Technical Support services for the current Release of the Software and for one year after they are no longer widely distributed. After such time, Prolink reserves the right to provide or decline limited licensing support or other support once the end of support date has passed. Prolink provides an up-to-date list of supported versions on Prolink’s Support Portal.
       
   3. Environments Supported: Prolink supports use of the Software only on the environments specified on Prolink’s Support Portal.
       
5. VAR Partner Support. Prolink’s Value-Added Reseller Partners (VAR Partner) provide first level support for Customers who purchase Prolink’s Software and/or Service directly through a VAR Partner. Customers who are in need of technical support should refer to https://www.minitab.com/company/partners/find-partners/ to locate the contact information of the Customer contact to receive support. VAR Partner Support is subject to the Agreement between the Customer and VAR Partner.

Important details of this Support Policy are set forth in Annex A and Annex B including the business hours in which Prolink provides Technical Support (”Business Hours”), Supported Channels, Technical Support effective coverage hours, supported products and other details.

1. Case Submission: Cases are to be submitted to Prolink through the Supported Channels as indicated in Annex A to this Support Policy. Cases should include the Software (including version if available) that the Case is referencing, a short description of the issue and details needed to support resolution of the case.
    
2. Case Management Strategies: Prolink Global Support uses the following case management strategies to solve or find a workaround to the Customer’s issues:
     Fault diagnosis/analysis:
   1. Evaluation of customer data supplied (including diagnostic information).
       
   2. Classification of the reported situation as product issue, user issue or third-party issue.
       
   3. Information in Prolink’s Support Knowledge Center.
       
   4. An attempt to reproduce the error situation (if possible).
       
   5. Coordination with Prolink’s engineering teams.
       
3. Results and/or solutions or workarounds will be provided via a Support Channel as referenced in Annex A.
    
4. Customer Cooperation. Customer will provide information and access to Customer resources reasonably required for Prolink to provide Technical Support. Customer may be asked to provide written consent via email authorization to access and review data, upon which data will be immediately destroyed upon Case resolution unless agreed by Customer for purposes of resolving an issue with the Software.
    
5. Remote Assistance. Some Cases require remote assistance while engaged via telephone with Prolink Support. Remote Assistance will only be granted upon acceptance of terms and conditions of our Remote Assistance policy and is only available when calling Prolink Inc.
    
6. Case Closure. Cases shall be closed in the following manner:
    
   1. For solvable issues: Depending on the nature of the issue, the resolution may take the form of an explanation, recommendation, usage instructions, workaround instructions, or advising Customer of an available software fix.
       
   2. For Bugs or Enhancements: In the event that the Case is related to a Bug or Enhancement, Prolink will log the correct classification into internal systems for review by the appropriate teams.
       
   3. For issues outside of scope of Technical Support services: Prolink may also close issues by identifying the case as outside the scope of Technical Support or arising from something which is excluded from this Support Policy.
       
   4. Dormant Cases: Prolink will consider an open case dormant (and may close the case) if the Customer contact has not responded to two (2) attempts or more made by Prolink to collect additional information required to solve the Case. Customer may re-open the Case
       

1. Case Response: For each Case reported by Customer, Prolink shall:
    
   1. Confirm receipt of Case by providing a Case number for future reference which is logged and tracked in our CRM.
       
   2. Set a Severity Level in accordance with the terms below.
       
   3. Upon request of Customer, discuss Severity Level and ongoing communication time frame. Prolink may modify the Case settings.
       
   4. Use commercially reasonable efforts to respond to the Case within the terms below.
       
   5. Analyze the Case and, as applicable, verify the existence of the problem, which may include requesting that Customer provide additional information.
       
   6. Give Customer direction and assistance in resolving the Case.
       
   7. Update Case records in CRM of all ongoing communications with Customer.
       
2. Severity Classification and Response Timeframe: Prolink uses Severity Level classifications to ensure consistent treatment of issues handled by Prolink Global Support. The Severity Level Matrix is provided in Section C.
    
3. Software Severity and Response Timeframes: Prolink Global Support will determine the appropriate severity level according to the following table:
    

   Severity Level	Level 1 (Critical>	Level 2 (High)	Level 3 (Medium)	Level 4 (Low)
   Definition	Error that results in loss of all of the Software’s processing capability.	Error that disables major functions from being performed and therefore affects the normal operation of the Software.	Error that disables only certain non-essential functions, does not affect normal operation of the Software, and does not have an impact on Your business operations.	General questions on usage of the Software.
   Response Activities	We will immediately undertake a concerted support effort in accordance with industry standard best efforts to resolve the problem, if possible, until the Software is returned to operational functionality. Level 1 Errors will be escalated via Our escalation hierarchy.	After Our ability to duplicate the Error, We will undertake a concerted support effort to resolve the problem, if possible, in accordance with industry standard best efforts.	After Our ability to duplicate the Error, We will review and evaluate the Error for determination of appropriate resolution, if any, in accordance with industry standard best efforts.	Provide standard support activities related to the inquiry.
   Reporting Timeframe	We will provide You with regular ongoing status reports not less than every 4 hours until the Software returns to operation.	We will provide You with regular ongoing status reports not less than every 1 business day until a resolution has been met.	As agreed with Prolink Global Support on a case-by-case basis.	As agreed with Prolink Global Support on a case-by-case basis.

   For Cases a Customer believes to be higher than Level 3, we recommend contacting Prolink via telephone which will allow us to quickly triage and rank the issue.

Supplemental terms and conditions, if applicable, outside this Support Policy are available at Terms of Use. The content and personal information you may provide to US are governed by our policies including the Privacy Statement. The support and information that we provide to YOU is to resolve YOUR customer covered support issue and no rights of ownership are implied or conferred.

Unless otherwise specified, Service Level Agreements for Prolink Software and Services are on our Prolink Support Portal are available at the following link:
https://www.minitab.com/support/policy/sla/

In addition to the scope of this Support Policy customers may request additional Professional Services. Based on availability, such Professional Services can be offered as part of a separate statement of work and payment of applicable fees.
The following are Professional Services examples and may be subject to change:

• On-site Support
• Deployment Services
• Macro or other Technical Services
• Technical Consulting
• Integration Configuration
• Software Training
• Software Configuration

Further information regarding the above Professional Services can be found on the Prolink website or by contacting Prolink.