ADLIB SOFTWARE MAINTENANCE POLICY

The Adlib Software Maintenance Policy describes the features of the Adlib Software Maintenance offering and the terms under
which it is provided. Terms of the Adlib Software Maintenance Policy may change at any time without notice.

Adlib Software Maintenance provides ongoing value to Adlib customers to ensure a sustained return on their software investment.
Software Maintenance includes:

Software Version Upgrades - for licensed software that is released during the active term of the customers Software
Maintenance.
Support Services to provide technical assistance for a reasonable number of incidents per annum for each licensed
software on Maintenance.

1. SOFTWARE VERSION UPGRADES

Software Version Upgrades

Adlib will notify customers, with current Software Maintenance of software version upgrade releases and provide download access to
these upgrades.

2. SUPPORT SERVICES

Hours of Operation
Technical assistance will be provided by telephone or email, Monday through Friday, 08:00 AM to 18:00 PM EST (GMT-5).

Language Support
Technical assistance will be available in English only.

Incident Support
An incident is defined as one issue, problem, or question relating to the use or installation of an Adlib product. A single support
incident may involve multiple phone calls, emails and off-line research. Issues that are the result of product defects and
documentation errors are not counted as incidents.

A product defect is defined as functionality of a product that does not execute and deliver results included in the product documentation.
Unexpected behavior that can be isolated to a customers specific configuration or environment does not constitute a product defect.
Adlib may provide troubleshooting suggestions for unexpected behavior in these cases; however Adlib is not responsible for the
resolution of any such behavior. An issue is recognized as a product defect only after it has been reproduced in steps provided by the
customer and has been confirmed by Technical Support.

A documentation error is inaccurate information or instructions provided in the product documentation. Product documentation
includes User Guides, Installation Guides, Release Notes and README files.

Customers that are current on their annual Software Maintenance may purchase additional incidents in packs of three (3).
Purchased incidents will expire at the end of the current Software Maintenance term.

Supported Configurations
Adlib will provide technical assistance for licensed software that is used within a supported configuration. Refer to the software product
documentation for information relating to supported configurations, including compatibility lists and related information.

Extended Software Maintenance Coverage

For more information about Adlibs Extended Software Maintenance, please read the Adlib Extended Support Program.

Support Tools and Technologies

Adlib may request remote access to the customers computer systems to perform diagnostic and troubleshooting activities on licensed
software. The ability of Adlib to meet incident resolution goals defined in this policy may depend upon customer consent for
Adlib to access the customers systems.

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 Target Response Times
Response times and actions taken by Adlib are based on an assessment of the impact of the reported incident. Adlib Technical Support
will make reasonable efforts to resolve the incident, but Adlib cannot guarantee that every incident will be resolved.

Initial response time is measured from the time an incident is submitted by a customer to Technical Support, within the Technical
Support hours of operation.

The incident is considered to be resolved if one of the following conditions are met:

If Adlib has provided a reasonable solution or workaround

If the incident is considered to be a product enhancement, Technical Support will forward the request to Adlib Product
Management for future consideration

The following table provides definitions, initial response goals and resolution goals for the four priorities of supported incidents.

Initial Response
Priority Definition Resolution Goal
Goal
Level
(after replicating issue)

Production system is inoperative and business operations are

critically impacted due to failure of documented functionality. 2 business hours 2 business days
1 Critical
No workaround is available.

Production or development system is adversely affected or

2 High development system is inoperative. Productivity is 4 business hours 5 business days
compromised; work can be done but the output is degraded.

Production or development system has encountered a non-

critical problem or defect and/or questions have arisen about 8 business hours 10 business days
3 Standard product use. Programs are usable but non-critical documented
features may not function.

Subject to Adlib Product

4 - Low Minimal system impact; includes feature requests and other non- 8 business hours Management decision to
critical problems. include in future release.

Escalation Process
If target response times are not met on critical or high priority incidents, Technical Support can escalate unresolved issues to Adlib
management to ensure timely response and resolution.

Consulting Services
Adlib may refer the customer to the Professional Services group, or an authorized Adlib partner, for the following services not
covered under Software Maintenance:

Product Training: Basic or customized training

Implementation Services: Solution design, configuration, architecture review and optimization
Integration Services: Software Integration, customized workflow processing and automation

Software Maintenance Renewal

Adlib will notify customers at least 2 months in advance of the expiry date of the current Software Maintenance term. If Maintenance is not
renewed prior to the expiry date, then Maintenance will lapse. If Maintenance has lapsed, back maintenance fees, in addition to a
reinstatement fee, will be charged prior to the reinstatement of Software Maintenance. Software Maintenance is calculated as a percentage
of the current list price of the software (e.g. 20% of list price).

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Dependent Components and Third-Party Products

Third Party Product(s) include the underlying operating systems, adjacent or integrated applications, or software that is required to operate
an Adlib Branded Product offering. Examples include: Web browsers, databases, operating systems, runtime environments, and
virtualization software.

Dependent Components include non-embedded products that are developed by a third party and may be sold by Adlib Software or
procured separately. The developer of a Dependent Component may decide to discontinue support for that product or cancel the agreement
with Adlib to sell or support the product before the Adlib Software Support term has expired. When this occurs, Adlib shall c ommunicate with
affected customers in a timely manner. Support for Adlib Branded Products (or versions of products) may run longer than support for
Dependent Components.

There may be cases where Adlib does not receive any notification of the End-of-Support from the vendor for Dependent Components or
Third-Party Products in advance of the general public. If the owning vendor of a Dependent Component or Third-Party Product stops
providing enhancements, thereby limiting the support to Adlib components. Support for the Adlib Branded Product may be limited to defect
fix support only.

If the developer or supplier of a Dependent Component or Third-Party Product stops providing defect fix support or cancels the agreement
with Adlib to sell or support the product: (1) Support for the affected Adlib Branded Products with regard to the Dependent Components or
the Third-Party Product will immediately be limited to a) self-solve support available through Adlib Software Support Online or b) telephone
support associated with questions concerning a products functionality and interoperability in line with the Adlib Branded or Third-Party
Products original parameters and requirements at the time of release; and (2) Product updates, patches, and fixes related to the Dependent
Component for the Adlib Branded Product or the Third-Party Product are limited to those already available, and no additional updates,
patches, or fixes are engineered. To the extent the affected Adlib Branded Product operates or integrates with other Dependent
Components that are still supported by its vendors, support for such Adlib Branded Products as they relate to the supported Dependent
Components will continue through the planned Adlib Branded Product End-of-Support date.

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 PRODUCT LIFE CYCLE

Major Release
A Major Release is defined as a new release of the software which contains substantial changes to the products functionality, code and/or
compatibility. Major Releases are designated by the number to the left of the decimal point such as 1.0, 2.0, 3.0, etc.

Minor Release
A Minor Release is defined as a new release of the software that is tied to the preceding Major Release and may contain new features,
new platform support, new operating system support, and defect fixes. Minor Releases are designated by numbers to the right of the
decimal point such as 1.1, 1.2, 1.3, etc.

Hot Fix Release

A Hot Fix is any change made to the software, including changes made for purposes of maintaining operating system and database system
compatibility, error correction, and workarounds. Hot Fixes generally provide a solution for a specific customer problem.

Note: Adlib offers Hot Fixes as a chargeable service. Adlib will assess the feasibility and cost of the fix and a quote will be provided
through Adlib Sales.

General Availability (GA)

General Availability (GA) is achieved when a product becomes available for purchase or upgrade. GA releases are the most recent major
releases of a product that are available to customers.

End of Sales (EOS)

This is the date that a specific software release will no longer be available for purchase. This is generally the date at which the next major
release becomes generally available. Adlib will provide a 60-day notice period so that customers have the opportunity to purchase
additional licenses to allow for growth while they plan for the deployment of a new release. The EOS date signifies that, for a specific
product release, Adlib will provide no further code level maintenance other than chargeable Hot Fixes.

End of Maintenance (EOM)

Adlib Software provides Support for all Major, Minor releases of products listed in the Obsolescence Matrix. Support is available for a
maximum of four (4) years from the General Availability of a Major release. Product specific end dates for Committed Support are published
on the Adlib Support Portal.

End of Life (EOL)

This is the date on which Hot Fixes will no longer be available for a particular release. The EOL date is effectively six months from the
EOM date. Adlib reserves the right to change this time based on business needs or technical risk to customers.

End of Extended Support

This is the date on which Extended Support will end. For additional information please see Section 2: Extended Software Maintenance
Coverage.

The table on the following page illustrates the current product Obsolescence Matrix.

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 End of
End of
Major / Minor General End of Support Maintenance End of Life
End of Sale Extended
Release Availability Notification (Committed
Support
Support)

ADLIB PDF 5.x

5.0.x
5.1.x Sept 26, 2013 Oct 31, 2017 Mar 1, 2018 Oct 31, 2018 Apr 30, 2019 Oct 31, 2019
5.2.x
5.3.x
5.4.x
Express 4.x
4.0.x
4.1.x
4.2.x
4.3.x
4.4.x
4.5.x Dec 3, 2007 Jan 31, 2014 Mar 15, 2016 Oct 31, 2016 Apr 30, 2017 Oct 31, 2017
4.6.x
4.7.x
4.8.x
4.9.x
4.10.x
4.11.x
4.12.x
Express 3.x
3.0.x
3.1.x
3.2.x
3.3.x
3.4.x Jan 31, 2014 Sep 30, 2013 Mar 31, 2014 Sep 30, 2014
3.5.x
3.6.x
3.7.x
3.8.x
3.9.x
Express 2.x
2.0.x Jan 31, 2014 Sep 30, 2013 Mar 31, 2014 Sep 30, 2014
2.1.x

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