This Arctic IT ArcticAscend Services Addendum (“ArcticAscend Addendum”) describes how Arctic IT provides Designated Application support for its Subscription Services. Once the Scope of the applicable SOW is complete, the project will transition to ArcticAscend Services.

National Service Delivery Manager

Arctic IT will assign a National Service Delivery Manager (NSDM) who functions as an advocate for Client within Arctic IT and provides guidance to Client on how best to leverage the offerings provided under the applicable SOW with Arctic IT. The NSDM will schedule a Kickoff Meeting with Client representative to initiate these Services. The Kickoff Meeting objectives include reviewing the Scope of Services, Arctic IT’s support process, and assumptions underlying the Services to be provided under the applicable SOW.

Annual Strategic Planning

Arctic IT will hold a strategic planning meeting once a year with Client to discuss their business plans, review current and future technology solution needs, and identify areas of improvement with the Services being provided. Arctic IT will provide guidance on new Designated Application functionality, discuss issues, and assist Client to stay abreast of technology advancements.

Tier 2 and Above Designated Application Support

Arctic IT will provide Tier 2 and above remote help desk support during the business hours of 8 AM to 5 PM (Client local time), five (5) days a week, except for Arctic IT Holidays. A Client portal will be established for entry and viewing of tickets. In the event the Client portal is not available, or the situation deems it necessary, Client may utilize email and phone to contact Arctic IT’s support center. Tier 2 and above support resources will resolve break/fix issues only. Break/fix is limited to those issues where the Designated Application is not functioning the way it was built to function; it does not include modifying the behavior of the Designated Application. Issues with the Designated Application arising from Microsoft Updates or Upgrades are not considered to fall in the Scope of Tier 2 and above Designated Application support break/fix. The remediation of these issues falls within the Scope of the “Microsoft Application Updates and Upgrades” section below.

Tier 1 Designated Application support issues should be addressed by Client’s Subject Matter Experts (SMEs). Tier 1 Designated Application support includes end-user support for non-break/fix issues where a knowledgeable SME could be reasonably expected to resolve the user’s issue via standard processes and procedures. Examples of Tier 1 issues include, but are not limited to, training, user onboarding, standard reporting parameters, options, usage, and User Acceptance Testing (UAT)/Regression Testing as part of routine service Updates.

Changes made to the production environment by Client are not covered by ArcticAscend Services. Arctic IT will use service tickets that track all relevant information relating to Designated Application Services performed for Client. The Scope of Designated Applications support is restricted to the modules with the functionality implemented within the applicable SOW Scope identified in the ArcticAscend Services Support section and/or the user counts identified in the applicable SOW. Client acknowledges and agrees that requests for Designated Application support will come to Arctic IT through a Client Tier 1 support contact. Designated Application support includes support for those configurations and customizations implemented or approved by Arctic IT.

All Tier 2 and above help desk support will be completed remotely utilizing remote support tools; Arctic IT will not visit Client work sites as part of the Scope of Services provided under the applicable SOW. Site visits to address specific Client-identified issues may be provided as Consulting Services at Contract Rates or under a separate Fixed Fee SOW, plus travel Expenses, as set forth in the Agreement.

Microsoft Application Updates and Upgrades

Standard Microsoft application Updates are released on a recurring basis by Microsoft, as a part of Microsoft licensing, to address security vulnerabilities, resolve known application issues, and provide minor platform Updates. For Software as a Service (SaaS) applications, notifications are displayed within the Microsoft Administration Portal, indicating application Updates are pending. These Updates are applied automatically during Microsoft’s planned maintenance window (currently between 2 AM and 10 AM, Greenwich Mean Time). Microsoft release notes are made available through the Microsoft Administration Portal, indicating those items that are addressed by each Update. Microsoft Updates are not made available to be applied to a sandbox instance of the Designated Applications first and, therefore, may require remediation of issues after Microsoft has applied the Updates to a Client production environment.

Microsoft application Upgrades are major releases (wave releases and/or One Version service Updates through Lifecycle Services) that provide new functionality and may make significant changes to both the Designated Application and database layers. Clients using SaaS applications, such as the Power Platform, must schedule these Upgrades with their NSDM for release into their environment(s). Client is required to perform regression testing to validate that their unique business processes are not affected by the Microsoft Upgrades. As a part of the ArcticAscend Services, Arctic IT will perform the following tasks with these Microsoft wave releases:

Annual Training

Client will be provided with an allocation of annual training time as outlined in the applicable SOW. Arctic IT will provide Client with hours annually for the remote training session(s) on a general topic related to the Designated Applications, as mutually defined between Arctic IT and Client. The labor cost of the training session(s) is included in the Monthly Recurring Services Fee. Training session(s) will be planned and scheduled at a mutually agreed-upon time and date, at least thirty (30) days in advance through the NSDM. Client is responsible for making sure that the appropriate user personnel attend each session. Training sessions may, for example, include Designated Application “how-to” topics, Designated Application “tips and tricks” topics, or other similar material intended to assist Client’s personnel in optimizing the use of the Designated Applications. Training sessions are not cumulative. Client is responsible for contacting their NSDM to schedule training sessions. Training hours cannot be rolled over into the next support year, nor can training hours be reallocated for use in another way (e.g., using training hours to implement an enhancement). Arctic IT will not be responsible for creating custom training documentation as a part of this training, but may utilize existing Microsoft documentation or documentation created during the initial Designated Application implementation project to facilitate thorough training.

Consulting Services

When Client requires Services impacting the Scope, Term, and/or Fees of the applicable SOW for Monthly Recurring Services, the Change Request (CR) procedure will be followed (see the applicable SOW for details). This process will be followed to cover any additional Consulting Services requested by Client. Consulting Services outside the Scope of the applicable SOW will be billed to Client at Contract Rates or under a separate Fixed Fee SOW.

Service Level Prerequisites and Limitations

The following are the service level prerequisites and limitations for the applicable SOW.

Network Service Provider, Internet Outages and Other Events

Client acknowledges and agrees that Arctic IT does not and cannot control the flow of power or data to or from Client’s network or the internet. Therefore, Arctic IT will not be liable for Designated Application downtime resulting from power outages, network service provider outages, internet outages, or any other events or occurrences that are outside the reasonable control of Arctic IT.

Infrastructure

Client acknowledges and agrees that Arctic IT does not control the flow of Client’s infrastructure, and any performance impact on the Designated Applications is not the responsibility of Arctic IT to resolve.

Software Errors, Failures, and Malfunctions

Arctic IT is not liable or responsible for damage to the Designated Applications or Client’s business operations arising from or related to errors in Client-provided software or Specialized IT Systems. Client is responsible for requesting warranty work from any vendor providing Specialized IT Systems, or otherwise entering into service contracts with such vendor(s) to provide necessary software support and Updates for Specialized IT Systems.

External Support Costs

Arctic IT may need to engage with Client’s Third Party vendor support, such as Microsoft support or Integrated Solutions Vendors (“ISVs”), for additional troubleshooting with services provided under the applicable SOW. Client will pay other external support costs to the applicable Third Party vendor in such situations. Arctic IT will use Best Efforts to make Client aware of any potential fees upfront.

Priority Levels, Response, and Resolution

Upon notification of any issue affecting the Designated Applications, Arctic IT will categorize the issue according to the priority levels below. For each service issue Client reports, Arctic IT will respond, during Hours of Operation, as follows:

• High Severity Errors. Arctic IT will work diligently to identify High Errors and will use its Best Efforts to provide an initial response within one (1) business hour after Client notification. Arctic IT will respond to Client, convey any proposed solution, and begin implementation of any identified fix or workaround, as soon as reasonably possible under the circumstances. High Severity Errors refer to issues where users are unable to complete critical business processes with no workarounds.
• Medium Severity Errors. Arctic IT will work diligently to identify Medium Errors and use its Best Efforts to provide an initial response within four (4) business hours after notification by Client. Arctic IT will respond to Client, convey any proposed solution, and begin implementation of any fix or workaround, as soon as reasonably possible under the circumstances. Medium Severity Errors refer to issues where users are unable to complete critical business processes, but there is a workaround, and the situation is stable.
• Low Severity Errors. Arctic IT will work diligently to identify Low Errors and will provide an initial response within one (1) business day after notification by Client. Arctic IT will respond to Client, convey any proposed solution, and begin implementation of a fix or a workaround as soon as reasonably possible under the circumstances. Low Severity Errors refer to issues that have minimal business impact.

Arctic IT will perform any necessary After Hours work to resolve service issues when requested by Client. After Hours work will be performed and billed at After Hours Rates in addition to Monthly Recurring Service Fees.

Scope Exclusions

Only items listed in the Scope are included in the applicable SOW. Additional Scope will be needed if other items are requested by Client. Any changes in the Scope will be managed in accordance with the CR procedure in the applicable SOW. This Scope excludes the following:

• Any items outside the defined Scope.

• As Requested Consulting Services, Emergency or After Hours Services.
• Remediation of an issue(s) introduced by Microsoft changes to the Designated Application after eight (8) hours have already been spent by Arctic IT to remediate those issue(s).
• Making changes to the Designated Application, which involves modifying behavior that was originally accepted by Client.
• Consulting Services outside the Scope of the applicable SOW will be billed to Client at Contract Rates in accordance with the Agreement or under a separate Fixed Fee SOW.

Client Responsibilities and Assumptions

The delivery of the Scope and Fees for the applicable SOW is based upon the following assumptions, representations, or information supplied by Client (“Client Responsibilities”). Client’s failure to meet Client Responsibilities will excuse Arctic IT from its dependent performance obligations under the applicable SOW.

• Client will establish a Reseller Relationship with Arctic IT as part of the Microsoft Cloud Solution Provider (CSP) Program outlined in the applicable SOW. Please see the “Microsoft Cloud Solution Provider (CSP) Program” section of the applicable SOW for details. If a Reseller Relationship is not established, Arctic IT will be unable to submit support cases to Microsoft on Client’s behalf, resulting in an additional level of effort by Arctic IT to support the Designated Application, thereby increasing the proposed monthly ArcticAscend Services subscription Fee.
• Client is responsible for following the Arctic IT approved methods for submitting requests for break/fix.
• Client is responsible for validation of their unique business processes or standard operating procedures (SOPs) of any Designated Application’s Upgrades in a sandbox instance of the Power Platform, before the promotion of the Designated Application Upgrade into the production environment.
• Client is responsible for the selection, procurement, maintenance, and acceptable use of the Specialized IT Systems that the Designated Applications require to operate correctly. This includes contracting with Third Parties to supply the infrastructure supporting online Designated Applications, as applicable, and maintaining current warranties and Third Party service or support on all hardware and software utilized by the Designated Applications. Client is also responsible for the installation of Designated Applications on end user workstations and laptops, as needed.
• Client will, at its own expense, procure and maintain appropriate Third Party support plans and/or warranties for all Specialized IT Systems. Arctic IT will have no obligation to provide services for any Specialized IT Systems or any software or hardware that is not generally sold or supported by Arctic IT, or any software, Applications, or Specialized IT Systems that Client has failed to disclose to Arctic IT. Therefore, Client will have an ongoing obligation to disclose or notify Arctic IT of any material changes in any of the foregoing. Further, Arctic IT will have no obligation to support any defect or failure of the Designated Applications caused by the improper use of the Designated Applications by Client or unauthorized personnel.
• Client will not make changes to the Designated Applications, including without limitation, adding, removing, or changing software, hardware, or other aspects of the Designated Applications without prior notice to and conferring with Arctic IT; Arctic IT reserves the right to approve any such changes to the Designated Applications to the extent they will adversely impact or materially increase the cost or Expense of performing the Services.
• Client will assign one or more Tier 1 support contact(s). All Tier 2 and above help desk assistance support requests will be submitted to Arctic IT only through Client’s Tier 1 support contact(s).
• Client will provide Arctic IT Tier 2 support with administrative access to the Designated Applications, including all Specialized IT Systems required to meet the terms of the applicable SOW during initial onboarding and afterward, as needed to perform the services efficiently and effectively. This will include remote access to Client’s network and/or systems to empower Arctic IT to provide remote support services.
• Client will make sure that authorized representatives with decision-making authority are available and will attend periodic status meetings at mutually agreed-upon times, as scheduled by the NSDM. From time to time, Arctic IT may require access to additional Client personnel for assistance in providing the Services, which Client will promptly provide.
• Client will cooperate and work collaboratively with Arctic IT to empower Arctic IT to perform the Services and achieve the Designated Application support goals on a schedule that meets both Client’s and Arctic IT’s reasonable expectations.

If Arctic IT considers any of these assumptions to be incorrect, Client will be notified promptly, and any change required will be managed in accordance with the CR procedure.

Version 10.14.2025