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“Eligible Customer Personnel” means any User identified in writing by Customer to GovPilot and designated for the purpose of receiving Technical Support. Eligible Customer Personnel shall have completed any training and certification requirements for use and support of the GovPilot Software as designated by GovPilot. “Error” will mean any material, reproducible nonconformity of the GovPilot Software with the Documentation, excluding non-material issues and issues caused by Customer Data, third-party systems, or use of the GovPilot Software other than in accordance with the Documentation. “GovPilot Desktop” refers to the executable, object code version of GovPilot Software that is licensed for installation on Authorized Systems on a client/server basis, or hosted by GovPilot if and only if separate GovPilot Hosting is explicitly listed in an Order or Work Statement as an included service. “GovPilot Holidays” means New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Friday after Thanksgiving, and Christmas Day. “GovPilot Hosting” refers to the hosting services provided by GovPilot to enable access to the GovPilot Desktop as hosted, configured and maintained by (or on behalf of) GovPilot and which includes access to the functionalities of the GovPilot Desktop and to Customer Data. “GovPilot Mobile” refers to GovPilot’s proprietary mobile application that is made available to Customer and its Users for download on portable or mobile devices, for access and use of the features and modules of the GovPilot Software. “GovPilot SaaS Software” refers to the provision of access to the GovPilot Software on a software-as- a-service configuration for access and use by Customer via the internet using a standard web browser. “GovPilot Software” refers, collectively, to GovPilot’s proprietary enterprise software solution, which may be comprised of the GovPilot Desktop, GovPilot SaaS Software, GovSites and GovPilot Mobile, all of which GovPilot furnishes to Customer as an integrated solution in the form of installable software in object code under a client/server configuration, and/or on a software-as-a-service basis which may sync with the client/server configuration, and all additional applications and Updates therein. — “Professional Services” means any ancillary and separate services that may be provided by GovPilot at the express request of Customer, under a fixed fee or time-and-material basis at GovPilot’s then- current rates and solely under the terms of a this Agreement, pursuant to a correspondent Work Statement. Professional Services may include without limitation, consulting, training, customization services, on-site support or other professional services. Professional Services are out-of-plan services, not included in the Support Services. “Services” means collectively those installation, deployment, configuration, training, Professional Services, Support Services, and related services that are agreed upon and set forth in the applicable Order. “Subscription Term” refers to the subscription period set forth in the applicable Order (including any renewal terms), during which GovPilot will provide to Customer the right to use the GovPilot Software. “Support Services” means technical support and maintenance of the GovPilot Software. Support Services are generally included in the GovPilot Software price (unless otherwise expressly indicated). “Technical Support” means the provision of responses by qualified GovPilot personnel to questions from Eligible Customer Personnel related to use and operation of the GovPilot Software, including basic instruction or assistance related to Errors in the GovPilot Software. “Unavailable” or “Unavailability” means that the GovPilot Hosting is not Available, excluding Excluded Downtime. “Upgrade” will mean any version of the GovPilot Software, developed subsequent to the Effective Date, which implements additional features or functions, or which produces substantial and material improvements with respect to the utility and efficiency of the GovPilot Software, but which does not constitute merely an Update, and which is marketed by GovPilot as a separate upgrade, product and/or service. GovPilot Master Services Agreement — version 1.2 — Page 2