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<br /> <br /> <br /> www.siteimprove.com <br /> <br /> <br /> <br /># 87378 <br /> <br /> Page 13 of 15 <br />Siteimprove Inc | 7807 Creekridge Circle | Minneapolis, MN 55439, USA <br />+1 855 748 3467 | info@siteimprove.com | www.siteimprove.com <br />Exhibit C - Premium Support Plan <br />1. SCOPE OF SERVICES. Siteimprove provides Premium support as set forth in this Premium Support Plan. <br />2. SELF-HELP RESOURCES. Customers can take full advantage of Siteimprove self-help tools, available online via our <br />Help Center (https://support.siteimprove.com/). From that page, Customers can find links to techn ical documentation and <br />knowledge base articles, discuss issues with other users in our community forums, review what’s new, read technical notes, <br />and access free webinars. <br />3. PRODUCT SUPPORT AND TRAINING. Customers can contact Siteimprove for product support, training, and additional <br />services by visiting our Help Center (https://support.siteimprove.com/). At that location, Customers can submit a support <br />ticket 24x7x365. <br />3.1 SERVICE LEVELS. Siteimprove will utilize commercially reasonable efforts to promptly respond to all requests. <br />Siteimprove aspires to review and respond to at least ninety percent (90%) of all tickets and requests within one (1) <br />Business Day. “Business Days” are defined as the days on which Customer’s regional support center is open for <br />business (see Section 4). Besides general questions and technical issues, services covered by these tickets and <br />requests include: <br />• Custom CMS deep-link setup <br />• Custom event-tracking setup (setup of ten events) <br />• Custom setup of internal search tracking <br />• Setup of Development website crawls <br />• Set up of non-public website (excluding development sites and subject to additional terms and conditions) <br />• Set up of custom advanced policies <br />3.2 SEVERITY LEVELS. When submitting a support ticket, Customers are asked to specify a severity level. The <br />severity level is a measure of the relative impact of the reported issue on the Customer’s systems or business. <br />Accurately defining the severity ensures a timely response and helps Siteimprove to better understand the nature of <br />the issue. <br />COSMETIC <br /> <br />MINOR <br /> <br />MAJOR <br /> <br />CRITICAL <br /> <br />• Minor problem not <br />impacting service <br />functionality <br />• Feature requests or <br />missing or erroneous <br />documentation <br />• Question/ information <br />request that does not <br />affect delivery of <br />service <br /> <br />• Service is operational but <br />partially degraded for <br />some or all users, and an <br />acceptable workaround or <br />solution exists <br />• The problem is with a non- <br />critical feature or <br />functionality <br /> <br />• Service is operational but <br />performance is highly <br />degraded to the point of <br />major impact on usage <br />• Important features are <br />unavailable, with no <br />acceptable workaround; <br />however, operations can <br />continue in a restricted <br />fashion <br />• Access to a particular third- <br />party application or service <br />provider deemed noncritical <br />is impacted <br /> <br />• Service is down or <br />unavailable <br />• Critical features or <br />functionality is unavailable or <br />inaccessible, resulting in <br />total disruption of work or <br />critical business impact <br />• Service crashes or hangs <br />indefinitely causing <br />unacceptable or indefinite <br />delays for resources or <br />response <br />• Data is corrupted or lost and <br />must be restored from <br />backup <br />• Any critical error <br />encountered will be worked