Exhibit C - Support Policy 

The support policy has been developed to assist Ariox customers in working with the Ariox support organization.  Ariox is committed to delivering maximum value from our products and services. 

Obtaining Support 

The Customer shall be granted access to Ariox’s online customer portal, where support requests can be submitted.  Support requests should include as much information as can be gathered, that is pertinent to your problem.   Addressing the 3-W’s - who, what, and when assists with prioritization and diagnosis.   

• Who: is having the problem?  Provide contact information. 
• What: is affected?  Is this specific to a particular Dataset, software, or specific to a task performed?  Can it be reproduced? 
• When: did you notice this issue?  Did it begin after something else was changed?  When was the last time without issue? 

Support Offerings 

Priority Descriptions 

Level 1- Critical 

A problem impacting a significant group of customers or a mission critical component that is not operational- essential services crash or outage. A clear understanding of this issue is needed for the appropriate technical personnel to become involved as soon as possible. Examples may include Full Integration failure, Portal Inaccessible company-wide, multi-user issue, or failure. 

Level 2- High 

Support requests that require urgent attention once critical issues are resolved. These requests impact a single software/hardware user. These issues cause a work stoppage for the user- not a slowdown. This priority may also be used when dealing with a complete crash or outage of non-essential services. Examples may include: virus infected computer, portal connection problems (single user), single integration or feature not processing. 

Level 3- Normal 

Routine support requests. These problems usually have a temporary “work-around” until a permanent solution can be developed. Level 3 requests are often associated with intermittent problems that are a nuisance more than a work-halting issue. Examples may include Specific reports are not running properly, UI field/function glitching intermittently. 

Level 4- Project/Low 

A long-term project or service engagement request with varying expectations on response time or support requests that are not time sensitive. Level 4 issues will be resolved based on scope, timeline, and other competing requests. Examples may include Research/request for making a process more efficient or an enhancement/feature request. 

Goal Parameters 

Support Request Guidelines 

Standard SLA Operating Hours: 

M-F, 7:00 AM- 5:00 PM CST 

Premium SLA Operating Hours: 

Refer to Subscription Contract 

Support Portal URL: 

ariox.myportallogin.com 

What is Supported? 

General Questions & Answers (Q&A) 

The customer will make all reasonable attempts to answer questions that pertain to a specific Ariox product, integration, or project under contract.  Examples include (but are not limited to): 

• I am exporting Sales Order records to my warehouse, but I keep getting the following error.  What does it mean?   
• I am importing Customer records, but the first and last name fields are not populating.  How do I fix this? 
• I am importing contact information, but the zip code is not transforming correctly. 
• For my storefront integration, why won’t this item export from the ERP to my store? 

Q&A not pertaining directly to the Lumino product, integration, or project under contract is not supported. 

Software Bugs/Defects 

Customer will provide a fix, at no additional charge, for any agreed upon Bug/Defect that is found in a product for which the Customer has an active subscription, or that results directly from a scheduled source or destination system(s) upgrade, assuming the Bug/Defect does not meet any of the following criteria (for which additional charges would apply). 

• The Bug/Defect is the result of a change to the source or destination environment 
• The Bug/Defect represents a gap in functionality that was not explicitly included in the product or integration sold (as stated in a Quote, Proposal, Requirements Document, or Change Order). 
• The Bug/Defect is found in a solution for which the Customer does not have a subscription as a Dataset, data rule, or data set.  
• The Bug/Defect did not arise directly from a source or destination software system upgrade that was unscheduled. 

Maintenance 

Integrations: Field Mappings 

With respect to integrations delivered via a Dataset, until the Customer is able to map any and all integration specific field mappings through a user interface, Customer will support field mapping requests.  All field mapping requests are subject to review, and if the fields being requested are not easily map-able (for example, custom code is needed), additional charges may apply. These additional charges will be communicated to the Customer for approval before any changes are made. 

Integrations: Customer versus Ariox Maintained 

With respect to integrations delivered via a Dataset or data rule as set forth in the Proposal signed by the Customer, the Customer may be responsible for maintaining an integration or data rule, in which case the following conditions apply: 

• The customer is responsible for updating field mappings 
• The Customer is responsible for understanding the product capabilities, addressing general product how-to questions, and identifying and resolving errors.  If the Customer requires Ariox’s assistance with these tasks, additional charges may apply. 
• Initiating a New Platform, Product, or Dataset Enhancement Requests 
• Enhancement requests to the platform, product, Dataset, integration, data rule, or project under contract can be initiated from the context of a support case.  Depending on the size of the request the work may require a new project and/or sales engagement, of if the request is small enough, it may be implemented from the context of the case and charged on an incident basis.  These classifications will be managed by Customer and the results of any one request will be communicated back to the Customer.  All enhancement requests are subject to additional charge.  

Exceptions to What is Supported 

Any product or integration under contract that has been modified outside the context of a customer engagement will be excluded from the standard Customer support coverage agreement.   

Customer’s Obligations 

In order to investigate and resolve a support case, the case must be clearly documented with very explicit steps outlining everything from the login, explanation of the problem, and what happened versus expected functionality.  Links to records that contain error messages and/or are in an invalid state should also be included where applicable.  Screen shots and/or video representations of the problem are also extremely helpful in speeding up resolution times.  Customer should be prepared to give Ariox access to their environment(s). 

Customer is responsible to initiate a support case should the Customer be planning or expecting a source or destination software upgrade.