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whereby any such third party may host the GovPilot Software on GovPilot’s behalf (“Third-Party Hosting Provider”). GovPilot shall ensure that any such Third-Party Hosting Provider shall be contractually bound to provide substantially the same level of protection with respect to Customer’s Confidential Information as provided by the terms of this Agreement. Customer acknowledges and agrees that in the event of a Third Party Hosting Provider hosting the GovPilot Software, such third party’s service levels, acceptable use policies and information security policies will also apply and be binding on Customer. If applicable, SDL will reasonably make this information available to Customer. 3.11. Local Network and Hardware. GovPilot shall not be required to provide Technical Support for any local network, hardware or software. It is the sole responsibility of Customer to provide support and technical expertise for these systems. This includes any and all backups of local databases and files that are located on the Customer’s computers or servers. In the case of any disaster or loss of local data, any time requested of GovPilot will be billed at a separate rate as Professional Services, and the Customer will need to approve this in advance through a Work Statement for GovPilot to provide any assistance. 3.12. Internet Access. All GovPilot Software, including software hosted on the Customer premises, requires a connection to the internet to function correctly. Customer shall maintain such internet connection for the Customer’s Users as required, and ensure that internet connectivity is uninterrupted during the operation of the GovPilot Software. Customer understands that failure to maintain a functioning internet connection shall result in partial or complete inaccessibility of the GovPilot Software, and such failure does not constitute a breach of this Agreement by GovPilot. 3.13. Error Corrections. GovPilot will use commercially reasonable efforts to adapt, re-configure or re- program the GovPilot Software, as applicable, in order to correct in a timely fashion any Errors reported to GovPilot by Eligible Customer Personnel, as defined below, provided that if GovPilot determines in good faith that any such Error is the result of errors or misstatements in the Documentation, GovPilot may correct such non-conformity solely by amending the Documentation, as necessary, and further provided that any failure or inability by GovPilot to correct any such Error, or failure or inability to do so in a timely fashion, will in no event be deemed a breach of GovPilot’s obligations hereunder. 3.14. Procedural Workarounds. In the event that GovPilot fails or is unable to correct any Error, as required by this Agreement, GovPilot will use commercially reasonable efforts to develop in a timely fashion procedures or routines, for use by end users of the GovPilot Software, which, when employed in the regular operation of the GovPilot Software, will avoid or substantially diminish the practical adverse effects of the relevant Error, provided that any failure or inability by GovPilot to develop any such procedure or routine, or failure or inability to do so in a timely fashion, will in no event be deemed a breach of GovPilot’s obligations hereunder. . 3.15. Support Obligations. Subject to Customer being current on the payment of all fees under the Agreement, Customer will be permitted to designate, in writing to GovPilot, Eligible Customer Personnel, which Eligible Customer Personnel shall have undergone training and certification in use and support of the GovPilot Software as designated by GovPilot. GovPilot will provide Technical Support to such Eligible Customer Personnel by means set forth in the following table, subject to the conditions regarding availability or response times with respect to each such form of support as set forth in the table. FORM OF SUPPORT AVAILABILITY Phone support (at such phone number as | 8.00 AM EST to 5.00 PM EST, excluding GovPilot may provide from time to time) | GovPilot Holidays Email Support (at such email address as 8.00 AM EST to 5.00 PM EST, excluding GovPilot may provide from time to time) | GovPilot Holidays On-Site Support As separately negotiated. GovPilot Master Services Agreement — version 1.2 — Page 7