Enterprise Success Plan Agreement

Customer Success Manager. A Customer Success Manager (“CSM”) will be assigned to your account to provide coordination and assistance for questions pertaining to our solutions, content, architecture, and deployment of the Software. You will assign your own Program Manager (your “Program Manager”) to manage the relationship with us. Your Program Manager is responsible for the identification of potential needs globally and to identify and make available your required resources. The CSM will strive to understand your business and develop domain knowledge to further facilitate collaboration in utilization of the Licensed Software.

Technical Account Manager. A Technical Account Manager (“TAM”) will be assigned to your account to provide coordination and assistance for questions, technical issues, and cases pertaining to our solutions, content, architecture, and deployment of the Software. The TAM will strive to understand your systems and solutions in place, keep track of open technical issues and product requests, set priorities with your program manager, and drive resolution and execution on those working with Cyncly technical teams.

Success Plan. With your collaboration, we will develop a rollout and update plan (“Success Plan”) for the Software and content.

The Success Plan will specify what services we will provide on an annual basis during the term of the Success Plan and for what areas you will have primary responsibility. Areas of consideration to be documented in the annual Success Plan may include:

• Identification, prioritization and set target timelines for business and technical objectives where our products or services will be of assistance
• Content Creation requirement gathering and providing timelines for delivery of content and updates
• Define the necessary technical prerequisite requirements to deploy the Licensed Software if not being handled by an assigned project manager
• Identification and scheduling of required trainings

Taking into account your stated business objectives and resources, the Success Plan will include a proposed schedule, recommendations on training for your personnel and end users, best practices, and other recommendations for the operation of the Licensed Software.

Reviews. Reviews will be conducted on an as-needed basis by the CSM, your Program Manager, and appropriate management personnel. These reviews may be conducted in person at a mutually agreed upon location or virtually, using web-based collaboration tools. These reviews shall be based upon a review report prepared by our team and supervised by the CSM and will address any concerns identified by the CSM or your Program Manager, and be specifically focused on your opportunities and goals. The Success Plan may be adjusted and modified at these meetings.

Training and Success Services. You will also receive a fixed 20% discount on all trainings that are available from Cyncly for anything that is above what is included in the plan. These include:

• Onsite and online training sessions
• E-Learning and self-paced modules available on our online training platform
• Training Passes and Subscriptions where applicable
• Workshops and Advisory services on specific topics or use-cases

Extended Support Hours: You will have access to a dedicated phone number that will allow you to reach out to our support team based in North America beyond regular hours. As an Elite Success Plan customer, your support requests will be prioritized over non-Elite Success Plan customers.

Training and Success Services: As an Elite Success Plan customer, you will receive the following:

• Onsite and online training sessions
• E-Learning and self-paced modules available on our online training platform
• Training Passes and Subscriptions where applicable
• Workshops and advisory services on specific topics or use-cases

Elite Success Plan customers will also receive a 15% discount on any training services on top of the entitlements listed above.

Onboarding: You will be entitled to a 1-on-1 personalized online onboarding session with a 2020 design specialist. This session will cover the following topics: installation, first level of configuration, and a walk-through of all available Cyncly resources.