PRODUCT-SPECIFIC SCHEDULE

This Product-Specific Schedule ("Schedule") forms part of the Agreement between Company and Customer and is incorporated into the Order Form referencing this Schedule. Capitalized terms used but not defined herein shall have the meaning given in the Agreement.

1. License Grant: Company grants Customer a limited, non-exclusive, non-transferable, non-sublicensable, revocable subscription license to access and use the applicable Service, in object code form only and solely for Customer’s internal business operations and in accordance with this Agreement, the applicable Order Form and Documentation. This license is granted only for the duration of the applicable subscription term and solely for use by Customer and its Users as permitted under this Agreement. All rights not expressly granted under this Agreement are reserved by Company, as further stated in Section 10.1 of the Agreement. For the avoidance of doubt, this license applies even if the licensed components are used within a third party platform or environment. Customer remains responsible for ensuring such use complies with this Agreement and does not conflict with any third-party terms
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2. Support Levels Tiers
   
   2.1 Tier 0: Handled by Customer through several options within the applicable Service including
   an application tour, FAQ, page-specific help docs, topic-specified help docs, how-to video
   library, and case creation wizard;
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   2.2 Tier  1:  Handled  by  Customer  through  any  common  usage  and  set  up  questions,  basic
   troubleshooting, and help with documented issues or user errors;
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   2.3 Tier 2: If Customer is unable to handle the issue as Tier 1 or the issue is deemed a non-Tier 1
   issue, Customer will forward the issue to Tier 2, which would be handled by Company. This
   includes more advanced questions and usage issues, anything considered or thought to be a
   software defect, advanced training or set up questions, and integration issues with 3rd party
   services such as Salesforce, Stripe, and SendGrid; and
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   2.4 Tier 3: Company would handle any issues with respect to the infrastructure. This includes any
   issues affecting the uptime or availability of the applicable Service, performance issues, and
   infrastructure / network issues.
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3. Miscellaneous
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   3.1 Amendments to and Updates of the terms of this Schedule: Company may amend or update the terms of the Schedule from time to time in its sole discretion. Amendments will become effective upon posting of an updated version of the Schedule at www.unaric.com/policies/product-schedule-cloud4j and the “Last Updated” date above will reflect the date of the latest amendment. Customer is responsible for reviewing the Schedule periodically to stay informed of any changes. Continued access to or use of the Services after such posting shall constitute acceptance of the amended terms, subject to the limitations set out below. For the avoidance of doubt, this section 3.1 does not apply to Order Forms or to changes to fees, subscription terms, or renewal periods specified in an active Order Form, which may only be amended by mutual written agreement of the parties. Amended terms shall not apply to any active Order Form during its current term, but shall apply to any Renewal Term or new Order Form entered into after the effective date of the amendment.
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   3.2 Term and Termination: This Schedule shall continue for the duration of the applicable subscription term as set forth in the applicable Order Form and shall renew in accordance with the Agreement. For clarification, this Schedule shall automatically expire upon expiration or termination of the Agreement or the applicable Order Form to which it relates without the need for further notice.
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   3.3 Conflict: In the event of a conflict between this Schedule and the Agreement, the terms of this Schedule shall govern with respect to the applicable Service only.