NeoSystems 2020 Support Tiers, Services, and Benefits Overview

NeoSystems 2020 Standard & Premium Support Tiers, Prices, Services, Benefits, Limitations. www.neosystems.com

Features Standard Premium Premium Plus 9am-3pm MST (M-F) 8am-5pm MST (M-F) 24 x 7 Hours High High 1hr initial response / 1 day resolution 1hr initial response / 0.5 day resolution All cases are handled on a best-effort basis Med Med SLA 4 hr initial response / 2 day resolution 2 hr initial response /1 day resolution Low Low 2 day initial response / 10 day resolution 1 day initial response / 5 day resolution Case All Channels (Portal, Email, Phone) All Channels Portal & Email Only (Portal, Email, Phone) + Virtual Agent Submission Contact support@neosystems.com premiumsupport@neosystems.com CustomerNameSupport@neosystems.com Escalation Manager No Yes (Escalation + Department Managers) Yes Free Documentation Library + Custom Documentation Free Documentation Library Free Documentation Library Docs Custom User & Admin Training + (Classroom Training) Standard User & Admin Training Custom User & Admin Training Training Yes Yes No Reports (Basic Monthly Summary) (Power BI real-time Dashboard) $1000/month $2500/month Cost (Monthly) Included

Support Matrix Service Offerings Listing Download: https://neosystems.com/wp-content/uploads/2020/02/Support-Offerings-Services-Listing.xlsx

DETAILS A Support or CSM rep will be happy to present/review the new Support structure with you if you haven t seen it already Please refer to the Support Matrix for a full listing of what services are offered at each tier Each customer, unless otherwise agreed, will sign a New SLA Agreement which signifies the understanding of the new Support structure, plans, and protocols The goal of this is to standardize and optimize our services. For a lot of customers it will save them money as well If for some reason the customer is unable to sign-up (i.e. legacy customers) or are ineligible, then they remain on whatever agreement that they currently have in place Some customers may have limits on what services can be provided (i.e. old versions, on-premise, etc.) as some capabilities are Cloud-only. Please consult with your CSM if you have concerns. If by 2021 a customer has not officially chosen a Support Plan they will automatically be placed into the Standard tier (unless otherwise ineligible).

Whats Included in the Standard Tier? These are the most valuable inclusions of the basic (free) tier of NeoSystems Support Sandbox instance Licensing Assessment (On Demand Only) User Troubleshooting & Setup Assistance Basic Dynamics & ITRAK Setup Review* (limits may apply but we will always advise as to possible issues and further avenues of investigation) Basic User Training (not customized to tenant setup) Basic Admin Training (not customized to tenant setup) Basic mobile and portal troubleshooting (i.e. helping people through an issue, showing how to generate PIN, etc.) Select Reports Training (canned reports & new reports only) Weekly Webinars (topics will vary) User maintenance, Power BI configuration, Microsoft Unified Common Interface, Forms Transfer, How to do Upgrades, etc. Standard Power BI Reports & Dashboard packages (NOT including any configuration or connection assistance) Statistics/Data Mining (Opt-in required. On Demand only) Free Documentation Library (No customizations. Ever expanding) - How-To Guides, Basic Technical Docs, Industry Info, White Papers, Videos, etc. References & introductions to other customers (guided) Basic QHSE intro package (for companies just starting out) QA of ITRAK/Dynamics releases Free Version Upgrades (Max within 2 versions of current) Bug/Defect and Feature Request reviews Managed Services, Shared Mobile Connector Monitoring, Dynamics & Azure Performance Monitoring, Microsoft Case Management Automated Health Monitoring (Cloud Only. Will look at form #s, failures, errors, etc.)

What else is included in the Premium Tier? What are the additional benefits of us going to Premium? Ideal for customers who are already spending around $10k or more p.a. for support activities Very easy to get significantly more Value-Add services under the new model More consistent dollar spend (less variability) All the items listed on the Standard tier PLUS Guaranteed Case SLAs (based on High, Med, Low case identification) Case Escalation Process. Named Escalation Manager Longer Support Hours More Ways to Contact Support. New 1-800 Phone #. Custom Contact Email Monthly Case Summary Customized Training (limits apply). We re focusing on Basic Admin and Basic Forms training for now. Customized Documentation off our standard documentation (logos, colours, procedural variations, etc.) More detailed case troubleshooting (Tier 2) before it moves to Professional Services. Even for forms! Custom Dynamics view development (aka Advanced Find) Dynamics Wizard Reporting Early Product Releases (Beta) Reports and investigations on Market Trends, Hot Industry Issues, etc.

What else is included in the Premium Plus Tier? What are the additional benefits of us going to Premium Plus? Ideal for customers who are already spending around $25k or more p.a. for support activities International company or company with lots of users in many different time zones 24/7 or High Demand operations that require the least amount of downtime possible All the items listed on the Standard and Premium tiers PLUS Further improved Case SLAs! Named Escalation Manager AND Named Department Manager 24/7 Support Dedicated Contact Email Real-time Case Summary Dashboard (Power BI) Tier 3 Troubleshooting (Microsoft, Azure, Servers, Network, etc.) New User Onboarding Training Packages, for ongoing New Hires (limitations apply) Dynamics and ITRAK setup* (scope to be determined at Premium Plus negotiations) Development of standard Dynamics solutions (Microsoft AppSource) Microsoft Setup Azure Setup

What about FORMS specifically? Will Support ever build forms for us? No. That is the domain of Professional Services. Will Support ever troubleshoot forms? Yes, up to a point for our Premium customers. What s the cut-off ? It will depend on how complicated the problem is? We will always check the usual areas of what people typically get wrong in the configuration. What s the limit of Training? Standard only IF it s ever a Webinar topic or available in the Documentation Premium/Plus basic Forms training (intro) provided, plus webinars, docs, etc. What kind of Documentation is available? Currently working on revisions of existing customer documentation and making it all generic. Check our website in March for the latest. Are the any special Tools available? Not yet. But we re currently thinking of a Visual Forms Builder, Forms Assembler, and a better Forms Transfer tool (stay tuned )

Other Notes There are REAL benefits for customers to pick one of the new tiers! Some of what customers have received from us in the past isn t technically Support but falls into Professional Services instead We ll funnel more of the communication and work through Support from now on It helps build up Support capability when cases are routed through us. It s a huge Learning and Optimization opportunity that we can t pass up Eventually we ll be able to take progressively more and more work off the Consultants It helps with Reporting and Data Mining (both internal and customer facing) Better data = better stats = better solutions = better results = better everything! NEW rates for non-PS work coming soon too Some limitations may apply to Peer1 & On-Prem customers (flagged in the Matrix +)

What else will Support be able to do? More Power BI help (free and paid) More Education More Documentation More On-Demand resolutions More Automation (monitoring, notifying, analysing) Better Case Handling Community Azure tools (AI, Chat Bots, etc.) support@neosystems.com premiumsupport@neosystems.com What we need? More Premium customers More Consistency (less legacy customers) More Process More CRM utilization More Tools More Automation More coordination with CSM & Consultants Time to implement ideas Feedback That s it. Questions?