Terms

This Business Associate Agreement (this “Addendum”) shall serve as an addendum to and be subject to the terms and conditions of the Agreement between Vertafore and Customer.

Capitalized words and phrases used, but not defined in this Addendum shall have the same meaning those terms are given in HIPAA.

Vertafore agrees not to use or disclose PHI other than as permitted or required by this Addendum, the Agreement, or as required by law.

Notwithstanding Section 3 above, Vertafore may: (i) use PHI for its proper management and administration, or to carry out its legal responsibilities; (ii) disclose PHI for its proper management and administration, provided that Vertafore obtains written assurance from the person to whom the information is disclosed that it will be held confidentially and will be used or further disclosed only as Required by Law or for the purpose for which it was disclosed to the person, and that the person agrees to notify Vertafore of any instances of which it is aware in which the confidentiality of the information has been breached.

Vertafore agrees to use reasonable steps to mitigate, to the extent practicable, any harmful effect that is known to Vertafore of a use or disclosure of PHI by Vertafore in violation of the requirements of this Addendum.

Customer and Vertafore agree to limit the use or disclosure of, or request for PHI, to the extent practicable, to the Limited Data Set or, if needed to the minimum necessary to accomplish the intended purpose of such use, disclosure, or request.

7. Vertafore shall use appropriate safeguards, and comply with Subpart C of 45 C.F.R. 164 with respect to E-PHI, to prevent use or disclosure of PHI other than as provided for by this Addendum to protect the confidentiality, integrity and availability of the PHI that it creates, receives, maintains, or transmits on behalf of Customer.

Vertafore shall ensure that any subcontractors that create, receive, maintain, or transmit PHI on behalf of Customer agree to the same restrictions, conditions, and requirements that apply with Customer with respect to such PHI.

Vertafore shall: (i) make available to Customer the information required to provide an accounting of disclosures of PHI, upon a request for such as required by 45 C.F.R. § 164.528; (ii) to the extent PHI is contained in a Designated Record Set provide access to PHI to Customer, or as directed by Customer, to an Individual in order to meet the requirements of 45 C.F.R. § 164.524; (iii) to the extent PHI is contained in a Designated Record Set, make any amendment(s) to PHI that Customer requests pursuant to 45 C.F.R. § 164.526; and (iv) make its internal practices, books, and records relating to the use and disclosure of PHI available to the Secretary for purposes of determining compliance with HIPAA.

Vertafore shall notify Customer of any Breach of Unsecured PHI as required by, and in accordance with HIPAA.

Vertafore agrees to report to Customer any Security Incident and any use or disclosure of PHI not provided for or permitted by this Addendum. The parties acknowledge and agree that the term Security Incident does not include trivial and unsuccessful incidents such as pings and other broadcast attacks on Vertafore’s (or a subcontractor’s) firewall, port scans, unsuccessful log-on attempts, or denials of service.

To the extent Vertafore is requested to carry out an obligation of Customer under Subpart E of 45 C.F.R. Part 164, comply with the requirements of Subpart E applicable to Customer in the performance of such obligations.

Customer shall not request Vertafore to use or disclose PHI in a manner that would not be permissible under HIPAA if done by Customer.

Customer shall notify Vertafore of: (i) any limitation(s) in its notice of privacy practices (or if Customer is a Business Associate, the notice of privacy practices of the Covered Entity(ies) with which Customer has contracted) to the extent that such limitation may affect Vertafore ability to use or disclose PHI as permitted hereunder; (ii) any changes in, or revocation of, permission by an Individual to use or disclose PHI, to the extent that such changes may affect Vertafore’s ability to use or disclose PHI as permitted hereunder; and (iii) any restriction on the use or disclosure of PHI that Customer has agreed to in accordance with 45 C.F.R. § 164.522, to the extent that such restriction may affect Vertafore’s ability to use or disclose PHI as permitted hereunder.

Customer 

The entity listed on the Order which is purchasing Vertafore Solutions from Vertafore. Customer specifically does not include any affiliates, i.e. any entity that directly or indirectly controls, is controlled by, or is under common control with Customer, where “control” means the ownership of more than 50% of an entity’s voting securities. 

Customer Information 

Customer’s general information, Customer’s rating questions, and any other information, text, graphics, or data that is supplied by Customer to the Authorized Agencies through the Interface, expressly including the administrator information. 

Connection Services 

The creation, implementation and maintenance of the Interface. 

Interface 

The internet based connection between the Vertafore Solution and/or Customer and/or other Authorized Agencies. 

Rating Solution 

The Vertafore Solution that is rating software used by Authorized Agencies and supplied with Customer Information through the Interface. 

Submission Solution 

The Vertafore Solution that provides for the exchange of data between Customer and an Authorized Agency for the purpose of commercial lines submissions. 

Transaction

A request for, exchange of or supply of data which is processed through a Vertafore Solution. 

Maintenance. Vertafore will provide, and Customer agrees to pay for, Maintenance during the Term.

Support Services.

Standard Telephone Support. Vertafore will provide support via telephone, including dial-in support, as appropriate, to assist Customer in resolving questions directly relating to how ImageRight operates. Telephone support will be provided Monday through Friday, 8:00 AM to 5:00 PM Eastern Time, except during Vertafore’s normally scheduled holidays. Remote support dial-in telephone expenses required for the support of Customer and documented by Vertafore will be chargeable to Customer at the documented telephone charges.

Priority Levels. Priority levels for In-House Software issues are as listed below and shall be as reasonably agreed by Vertafore and Customer.

1. A catastrophic failure that does not have a viable detour or workaround.
2. A problem that has a serious impact on Customer’s business.

1. A software failure that causes a serious inconvenience. This includes problems that would be considered Priority A but have a viable detour or workaround.
2. A problem that is visible to the Customer’s marketplace.

1. A software failure that interferes with the effective use of the system that can be easily avoided or a detour applied.
2. A problem that has no impact on the Customer’s business.
3. A problem that is cosmetic and not visible to the Customer’s marketplace.

Priority A Level Errors. For Priority A level errors, Vertafore may provide telephone support outside of the standard telephone support hours at the then-current market rates for Professional Services. If Customer elects to pay for 7 day/24 hour support coverage there will be no additional Charge to Customer. Support outside of standard telephone support hours are handled with a call back from Vertafore support. All support questions and errors that are not Priority A level errors will only be supported during standard telephone support hours

Error Corrections. Vertafore shall provide corrections to the In-House Software for operational errors which cause the In-House Software not to perform substantially in accordance with the Documentation. Upon notification of a Priority A level error, Vertafore will assign one or more personnel to immediately begin working on the error, and to continue working until the error is resolved. Upon notification of a Priority B level error, Vertafore will, within 24 hours, work with the Customer to determine the required priority level and resolution requirement that will best suit the Customer’s operation. Priority C level errors will be reviewed and corrected in a future release of the In-House Software.

Professional Services. Vertafore may charge for Professional Services for any support error reported by the Customer which is determined to be caused by the Customer’s database, hardware, network or non-Vertafore provided software. A base rate of $500.00 plus additional hourly Charges will apply should Customer request Vertafore assistance with any database backup or log clearing work orders.

Consulting Services. Questions regarding the appropriate use of the In-House Software for specific business functions and any recommended methods of use of the In-House Software to increase production productivity are not included as Maintenance, and such consulting services will incur Charges for Professional Services.

Disaster Recovery. In the event of a disaster, Vertafore shall use commercially reasonable efforts to aid Customer in recovering the Vertafore Solutions as quickly as possible.

Updates. “Updates” means the provision of any and all enhancements, releases, updates, service-packs, patches, or hot-fixes for the In-House Software that are generally made available to Vertafore’s customers at no cost. Updates do not include upgrades to the next version of the In-House Software. At no time will Customer be required to purchase a new software module(s) in order to maintain the same level of functionality available in the In-House Software currently. However, Updates do not include new product modules that are considered add-on components or enhancements. Vertafore will provide Maintenance for a prior release that is no more than two (2) versions older than the then current version of the In-House Software with versions determined by the number to the left of the decimal point in its version numbering system (i.e., when version 6.0 is the current version, Vertafore will support versions 5.x and 4.x but not 3.x).

Enhancements. Vertafore may inform Customer of the availability of substantial new enhancements of the In-House Software for which an Order is required. These enhancements would be considered new modules, functionally different from the licensed products listed on this Order, or upgrades to the next version of the software. If such enhancements are licensed by Customer a separate fee shall apply. Charges may apply for Professional Services to develop or customize any enhancement.

Customer’s Internal Support Personnel. Customer will identify either one or two people internally within Customer’s organization with the authority to contact Vertafore for customer support, however delivered, which currently includes telephone, e-mail and online chat support. Customer will have all support issues coordinated through these contacts.

Test Licenses. During the Maintenance Term, Customer shall have a limited license to reproduce a single copy of In-House Software and a total of five (5) user licenses solely for use in a separate test environment. Such copies may not be used for production processing or outside of the separate test environment at any time and are otherwise subject to the license grant and terms in the Agreement.

Program

Each program created by Vertafore within the Vertafore Solution to the specifications of Customer for the purposes of insurance rating for underwriting purposes. By default, each Program includes one Carrier, five lines of business and selected states. 

Program

Each program created by Vertafore within the Vertafore Solution to the specifications of Customer for the purposes of insurance rating for underwriting purposes. By default, each Program includes one Carrier, five lines of business and selected states. 

API

A Vertafore Solution that includes any code, samples, tools, and related technology for the purpose of integrating Customer’s database with the licensed solution and/or creating Integration Code.  The API may include a software development toolkit application, Integration Documentation and/or Sample Code.

Integration Code

Computer software, programs or instruction sets developed by Vertafore, Customer or third-party vendors to transfer data in XML format between Customer’s database and Customer’s other systems that may include a Vertafore Solution, Customer software or third-party software.

Integration Documentation

Documentation included with the API that includes instructions, descriptions and other technical information in connection with the use of the API and integration of products and services with the Vertafore Solution.

Sample Code

Sample source code and or object code contained in the API. 

Authorized Parties

a)     with respect to a Customer that is a broker: a third party carrier, MGA, MGU or wholesaler that is authorized to use RiskMatch; 

b)     with respect to a Customer that is a carrier: a third party broker, MGA, MGU, or wholesaler that is authorized to use RiskMatch ;

c)     with respect to a Customer that is a MGA, or MGU: a third party broker, wholesaler or carrier that is authorized to use RiskMatch;

d)     with respect to a Customer that is a wholesaler: a third party carrier, MGA, MGU or wholesaler that is authorized to use RiskMatch; and

e)     with respect to all Customer types (broker, carrier, MGA, MGU, and wholesalers), Dun & Bradstreet for the purposes of data verification.

Book Roll

Also known as a book transfer, means an agreement by a producer to move a database or "book" that lists all of the written insurance policies (sometimes referred to as “expirations") from a specified insurance company or companies to one or more insurance company represented by an Authorized Party; and shall mean any renewal of such written insurance policies thereafter.

Connection

A Book Roll or an Individual Connection.

Connected Channel

All Connections between Customer and a specific Authorized Party.

Customer Information

Information pertaining to or about the Customer including information that identifies the Customer.

Individual Connection

A one-to-one relationship between Customer and an Authorized Party within designated parameters (ie. geographies and products) where submissions may be made or requested on individual risks; and shall mean any renewal of any such written insurance policies thereafter.

Opportunity Data

The data that a Customer shares on RiskMatch concerning its placements that is insufficient to identify an insured but includes the insurance product name, industry, geography of the insured – Zipcode, City, State, Region, renewal date, premium band, insured revenue or sales band, and insured number of employees band.

RiskMatch

Collectively the RiskMatch cloud platform and related software-as-a-service and any and all RiskMatch offerings, technology and services made available to the Customer or Counterparties, including but not limited to RiskMatch applications and databases, all components thereof, including, but not limited to, all related user interface designs, application programming interfaces, software and source code, and any and all future enhancements or modifications thereto howsoever made, and any additional or ancillary Vertafore Solutions made available from time to time to Customer in connection with RiskMatch, including, without limitation, system integration, technical support and reporting services.

Placement Data

The specific information concerning a Customer’s placements, including, insured name, insured address, carrier name, limit, premium, exposure (e.g. payroll, loss runs), losses, claims, and commission rate.

Charges

Deposit Account Vertafore may, in its sole discretion, require that the Customer maintain a deposit amount with Vertafore. Vertafore may modify the amounts required to be maintained based upon the Vertafore Solutions provided and the associated regulatory or other third-party fees. If Customer does not maintain its deposit balance requirement, Vertafore may suspend the Vertafore Solutions. During any suspension, Vertafore’s obligation to provide such Vertafore Solutions shall cease until such time as Customer brings the deposit balance back up to the required amount after all payments have been collected by Vertafore.

Additional Transaction Fees.  Where necessary for Vertafore to perform its obligations under the Agreement, Vertafore services may incur additional transaction fees not reflected on the Order. All such Charges will be invoiced at the then current market rates and may be subject to change by Vertafore without notice.

Appointment of Authorit y.  Where necessary for Vertafore to perform its obligations under the Agreement, Customer appoints Vertafore to serve as its duly authorized registered agent and its attorney-in-fact and authorizes Vertafore to execute forms on behalf of Customer in connection with the services provided by Vertafore on behalf of Customer under the Agreement.

Disclaimer, Indemnity. Customer hereby acknowledges and agrees that the appointment of Vertafore as its agent under this Agreement shall not in any event be deemed to amend or result in any obligations on the part of Vertafore other than as specifically provided in the Agreement, including, without limitation, to verify the accuracy of any of the information provided in any of the applicable documents and no additional liability shall attach to Vertafore as a result thereof. Further, Customer hereby agrees to indemnify and hold Vertafore harmless from any and all claims presented to or made against Vertafore directly or indirectly resulting from Vertafore’s performance of the actions authorized under this Agreement.

Registration Information .  Information requested by Vertafore to Customer seeking additional detail or information from Customer must be completed, executed if requested, and returned to Vertafore within the specified time period, or if no such time period is specified, thirty (30) days. Failure to return such information within the specified timeframe may require additional revision before acceptance by Vertafore. Additional Charges may apply to any documents that need to be revised due to Customer’s failure to complete, execute and return the documents to Vertafore within such specified time period.

Record retention.   Notwithstanding anything to the contrary in Section 9.5 (Effect of Termination) of the Vertafore Standard Terms, Customer agrees that following termination, Vertafore may retain and disclose any Customer Data only as necessary to provide the Vertafore Solution and to conduct business in compliance with regulatory standards.

Hotline. The e-PAL Service Hotline is limited to two (2) of Customer’s designated employees to request clarification of information contained in the e-PAL Service to which Customer has subscribed. Additional e-PAL Service Hotline use is available to Customer at the rate in effect at the time of such request. The Hotline is available during DCM business days from 8:00 a.m. to 5:00 p.m., Eastern Time. DCM reserves the right to make reasonable modifications to the Hotline availability upon prior written notice to Customer.

Packets. For Customers subscribing to more than one e-PAL Service, such Customer will have the ability to e-mail producers packets of information (from the e-PAL Service) to assist them in obtaining their individual or agency resident/nonresident license(s). The packets will include a checklist, blank forms (for the state Departments of Insurance that allow forms to be reproduced), and instructions for completing the forms.

Signature. Signature authority shall be granted to three (3) Vertafore employees at any given time. Customer acknowledges that in the event neither employee is available to sign the form due to unforeseen circumstances, Vertafore will, at Customer’s sole option: (i) forward the form to Customer for signature; or (ii) hold the form at Vertafore’s site until an approved signatory is available to execute the form. In the event that a designated employee becomes permanently unavailable to act as signatory, Vertafore will take the necessary action to notify each regulatory body that such employee is no longer authorized to act on behalf of Customer. Vertafore will also designate another employee and will send such notification of designated signatory to each regulatory body.

Customer Audit. Customer shall have the right, by way of its representative or an independent third party, to audit Vertafore’s compliance with its provision of the Professional Services. Such representative or third party must be subject to confidentiality provisions no less strict than these Standard Terms and must not be a competitor of Vertafore. Customer’s audit rights may only be enforced once per twelve (12) month period, occur during Vertafore’s normal business hours, and at the sole cost of Customer. Customer’s audit shall be performed during Vertafore business hours over no more than five (5) business days, with no less than 30 days advance written notice, and may be subject to Charges.

Variance. Notwithstanding anything to the contrary in the Standard Terms:

Laws of Canada. The Agreement will be interpreted under the laws of Canada, and where possible the province of Ontario. The parties represent and warrant that they will adhere to all applicable laws of Canada, including, but not limited to, the Personal Information Protection and Electronic Documents Act (“PIPEDA”) and the Canadian Anti-Spam Law.

           1.1.1 Articles 2125, 2129. Customer acknowledges that this Agreement is for a software license and not a “Services Agreement” as defined in the Civil Code of Quebec, therefore, Customer understands that Articles 2125 and 2129 of the Civil Code of Quebec are not applicable.

Data Protection. By entering into the Agreement, Customer expressly consents that Vertafore (which for the purposes of clarification includes its U.S. affiliates) may collect, retain, process, store, transfer and use Customer Data in connection with providing the Vertafore Solutions under the Agreement and in order to create the De-Identified Aggregate Data owned by Vertafore. Customer represents and warrants to Vertafore that Customer shall ensure that any processing of Customer Data which contains personally identifiable information in connection with the Vertafore Solutions shall comply with PIPEDA and any other applicable laws. This shall include without limitation that Customer: (i) has given adequate notice and made all appropriate disclosures to the data subjects regarding Vertafore’s and Customer’s use and disclosure of such personal information including without limitation for the provision of the Vertafore Solutions; and (ii) has and/or obtains all necessary rights, and where applicable, all appropriate and valid consents from the data subjects to share such personal data with Vertafore and to permit use of such personal information by Vertafore for the purposes of the provision of the Vertafore Solutions and performing its obligations under the Agreement or as may be required by law including without limitation notifying the data subject of the transfer of Customer Data (including outside of Canada) to countries whose laws may provide a lower standard of data protection than exists in Canada or such other countries.

Billing. All amounts stated on the Order are in Canadian dollars and are exclusive of applicable taxes and expenses. The late rescheduling charge outlined in Subsection 3.6.1 is modified to $5,000 CAD.

Arbitration

Everywhere in Canada except within the Province of Québec. The arbitrator shall be appointed by agreement between the parties or, in default of agreement, such arbitrator shall be appointed by a Judge of the Ontario Court (General Division) sitting in the Judicial District of Toronto Region, upon the application of any of the said parties and a Judge of the Ontario Court (General Division) sitting in the Judicial District of Toronto Region shall be entitled to act as such arbitrator, if he so desires. The arbitration shall be held in the Municipality of Metropolitan Toronto.

The procedure to be followed shall be agreed upon by the parties or, in default of agreement, determined by the arbitrator. The arbitration shall proceed in accordance with the provisions of the Arbitrations Act of Ontario. The arbitrator shall have the power to proceed with the arbitration and to deliver his award notwithstanding the default by any party in respect of any procedural order made by the arbitrator

Within the Province of Québec. The arbitration shall be conducted according to the provisions of articles 940 and following of the Code of Civil Procedure, without any reference to the Arbitration Act of Ontario except when both parties agree to modify the procedure. The Courts having jurisdiction in this Province and in the judicial district of Montreal shall have jurisdiction over the arbitration process. The arbitration shall be held in the City of Montreal.

Final and binding decision. The decision arrived at by the board of arbitration, howsoever constituted, shall be final and binding and no appeal shall lie therefrom and parties renounce to refer the litigation to any Court except to seek for provisional measures if necessary. Judgment upon the award rendered by the arbitrator may be entered in any court having jurisdiction. Within the Province of Québec the arbitration award may be homologated and put into compulsory execution according to relevant articles of Code of Civil Procedure.

Language. The parties have required that this Agreement and all documents relating to the Agreement be drawn up in English. Les parties ont demandé que cette convention ainsi que tous les documents qui s'y attachent soient rédigés en anglais.

Variance. Nonobstant toutes dispositions contraires dans les Conditions générales:

Lois du Canada. La Convention sera interprétée en vertu des lois du Canada, et dans la mesure du possible, de la province de l’Ontario. Les parties déclarent et garantissent qu’ils adhéreront à toutes les lois du Canada applicables, y compris, mais sans limitation, la Loi sur la protection des renseignements personnels et les documents électroniques (« LPRPDE ») et la Loi anti-pourriel canadienne.
                   1.1.1  Articles 2125, 2129  Le Client reconnait que cette Convention est pour une convention de licence de logiciel et non une « Entente de service » tel que définie dans le Code civil du Québec. Par conséquent, le Client reconnait que les articles 2125 et 2129 du Code civil du Québec ne sont pas applicables.

Protection des données. En concluant cette Convention, le Client consent expressément à ce que Vertafore (qui, aux fins de clarification, inclut ses affiliés américains) puisse collecter, conserver, traiter, stocker et utiliser les données du Client dans le cadre de la fourniture des Solutions de Vertafore en vertu de cette Convention, et afin de créer des données dépersonnalisées regroupées détenues par Vertafore. Le Client déclare et garantit à Vertafore qu’il s’assurera que tout traitement des données du Client qui contient de l’information personnelle identifiable en lien avec les Solutions de Vertafore seront conformes à la LPRPDE et à toutes autres lois applicables. Ceci implique sans limitation que le Client : (i) a donné un avis suffisant et fait toutes les divulgations appropriées aux clients et individus concernés au sujet de l’utilisation et la divulgation par Vertafore et le Client de tels renseignements personnels y compris, mais sans limitation, pour l’utilisation des Solutions de Vertafore; et (ii) a obtenu et/ou obtient tous droits nécessaires, et lorsqu’applicable, tous les consentements appropriés et valides des clients et individus concernés afin de partager de telles données personnelles avec Vertafore et de permettre l’usage de tels renseignements personnels par Vertafore pour les fins de la fourniture des Solutions de Vertafore et exécuter ses obligations en vertu de cette Convention, ou tel qu’il peut être requis par la loi, y compris, mais sans limitation, aviser les clients ou individus concernés du transfert des données du Client (incluant à l’extérieur du Canada) dans des pays ou les lois peuvent fournir un standard plus faible de protection de données que celui qui existe au Canada ou dans tels autres pays.

Facturation. Tous les montants énumérés sur la Commande sont en dollars canadiens et n’incluent pas les taxes et frais applicables.

Arbitrage.

Partout au Canada sauf dans la province de Québec. L'arbitre sera nommé d’un commun accord entre les parties ou, à défaut d’accord, cet arbitre sera nommé par un juge de la cour de l’Ontario (division générale) siégeant dans le district judiciaire de la région de Toronto à la suite de la demande de l’une des deux parties, et un juge de la cour de l’Ontario (division générale) siégeant dans le district judiciaire de la région de Toronto aura le droit d’agir comme arbitre, s’il le désire. L’arbitrage doit se tenir dans la municipalité du Toronto métropolitain.

La procédure à suivre doit faire l’objet d’un accord entre les parties, ou à défaut d’accord, être déterminée par l’arbitre. L’arbitrage doit se dérouler conformément aux dispositions de la Loi sur l’arbitrage de l’Ontario. L’arbitre a le pouvoir de procéder à l’arbitrage et de livrer sa sentence nonobstant le défaut de l’une ou l’autre des parties à l’égard de toute ordonnance procédurale rendue par l’arbitre.

à l'intérieur de la province de Québec. L'arbitrage doit être mené conformément aux dispositions des articles 940 et suivants du Code de procédure civile du Québec, sans référence à la Loi sur l’arbitrage de l’Ontario sauf quand les deux parties acceptent de modifier la procédure.  Les cours ayant juridictions dans cette province et dans le district judiciaire de Montréal ont juridiction sur le processus d’arbitrage.  L’arbitrage devra être tenu dans la ville de Montréal.

Décision finale et exécutoire. La décision prise par le conseil d’arbitrage, quel qu’il soit, sera finale et exécutoire et aucun appel ne pourra en découler, et les parties renoncent à référer le litige à toute cour sauf pour obtenir des mesures provisoires si nécessaire. La sentence arbitrale rendue par l’arbitre peut faire l’objet d’un jugement dans toute cours ayant juridiction. Dans la province de Québec, la sentence arbitrale peut être homologuée et être mise en exécution obligatoire conformément aux articles pertinents du Code de procédure civile.

Langue. Les parties ont demandé que cette Convention et tous les documents qui s’y attachent soient rédigés en français. The parties have required that this Agreement and all documents relating to the Agreement be drawn up in French.

Use. Use within geographical boundaries of Canada only.

In-House Software Maintenance. Where indicated on the Order, Vertafore Canada may provide Maintenance for the In-House Software. Such services do not pertain to any of the operating system software or to any Third party software used by the Customer. Unless a specific agreement to the contrary is made, all Maintenance is provided remotely, via electronic ways exclusively.

Software Corrections and Enhancements.

Software Corrections. If the In-House Software fails to operate substantially in accordance with Vertafore Canada's documentation provided on the secured portion of the Vertafore Canada website (www.Vertafore.ca), and such failure is documented by the Customer, Vertafore Canada shall use reasonable efforts to develop and provide a correction for such failure in a reasonable delay according to the seriousness of the failure. Vertafore Canada does not, however, warrant that it can correct the problem.

Software Enhancements. From time to time, Vertafore Canada may develop and/or make available software enhancements. Software enhancements may be either “Updates” (available without additional charge) or “Upgrades” (individually priced)

Upgrades. When a software enhancement is made available as a new Vertafore Canada product, the Customer will be advised of its price. If the Customer orders the enhancement, it will be provided to the Customer and the Customer will be invoiced. Once installed in the computer system, such Upgrades will be deemed included in the In-House Software and subject to the Agreement.

In-House Maintenance. During the term of the Agreement, the Customer must subscribe to Vertafore Canada's Maintenance and pay the subscription Charges, including any modification for users, Charges or services as Vertafore Canada or the Customer could make from time to time according to the rules of the Agreement.

Description of Maintenance.

Scope of Support. Vertafore Canada will provide its telephone and email support as well as remote access support consisting of assistance in connection with the Customer's operation of the In-House Software.

Support Hours. Vertafore Canada will supply telephone and email support, as well as remote access support from Quebec between 8:30 a.m. and 5:00 p.m. Eastern Time, Toronto between 7:30 a.m. and 7:30 p.m. Eastern Time, and from Vancouver between 8:30 a.m. and 4:30 p.m. Pacific Time, Monday to Friday inclusively, except statutory or civic holidays. The Customer must have competent operators available and who are capable of understanding and implementing Vertafore Canada's telephone support directions.

Software Correction Services. When Vertafore Canada makes a software correction available to the Customer for the In-House Software via remote access, the Customer must accept such software correction at the time Vertafore Canada is prepared to implement it. If the Customer declines to accept the proposed software correction, Vertafore Canada's obligations under Maintenance will be suspended until Customer has accepted such software correction. Customer is required to pay for Maintenance during any period of suspension.

Restriction on Service. The software enhancements and software corrections covered by the In-House Maintenance cannot be implemented until all previously issued software corrections and software enhancements have been implemented by the Customer.

Updates. Vertafore Canada will advise the Customer of the availability of any existing Updates, and will make such Updates available to the Customer at no additional charge via remote access. The Customer may, at its option, install such Updates so long as the Customer has installed all software corrections and Updates previously offered by Vertafore Canada. If the Customer wishes to install a software enhancement but has not installed all previously issued software corrections and Updates, the Customer must first complete such installation.

Activation Key. The Customer acknowledges that the In-House Software contains an “Activation Key” that is activated when the Customer installs the In-House Software or a new version of it when duly licensed. When a Customer is in default (or breach) of the Agreement and downloads any new version or release of software, the Activation Key is automatically modified in such a way that it will lock the access to the In-House Software after ninety (90) days if the default has not been corrected (or breach cured) during this delay.

Recent Release Requirement. In order to continue to qualify for the Maintenance, the Customer's In-House Software must be no more than one (1) release behind Vertafore Canada's then current release.

Customer Obligation. Any defect of Customers equipment will constitute a valid excuse of performance in favour of Vertafore Canada. However, the Customer must continue to pay for the Maintenance.

1.

Storage Capacity. Total disk space allocated is 15 gigabytes per full access User.

2.

Scheduled Maintenance. Vertafore Canada will schedule Maintenance for the Online Services according to the following:

• Routine maintenance: Wednesday from 10:00 p.m. Eastern time to 2:00 a.m Eastern.
• Scheduled Maintenance: Sunday from 1:00 a.m. to 11:00 a.m. Eastern time.
• Advance notice of scheduled Maintenance: At least three (3) business days’ notice from Vertafore Canada.
• Annual Maintenance: Twice a year from Saturday 7:00 p.m. to Sunday 7:00 p.m. Eastern Time.

2.1

Vertafore Canada reserves the right to modify the Maintenance schedules at any time with thirty (30) days’ notice.

2.2

Vertafore Canada reserves the right to schedule an off-cycle maintenance window in event of unexpected high priority incident.

3

Data, System Monitoring & Updates

3.1

Data Recovery.  If a specific copy of a backup is required by the customer, this is a billable service.

3.2

Data Security. The Online Service recognizes the User through communication encryption keeping Login details secure from detection by third parties; however, this does not modify Customer’s obligation to keep Logins confidential.

3.3

Data Destruction. Following termination of Vertafore Canada services. Vertafore Canada will delete the Customer’s data.

3.4

System Monitoring. Vertafore Canada monitors the state of all the servers including availability, processors usage, memory utilization and the activity generated on the hard drives. The monitoring system runs on a 7/24 basis and a Vertafore Canada technician is on call at all times. Any failures are entered in Vertafore Canada’s call tracking system. Availability statistics are based on the data in this call tracking system and will be calculated on a monthly basis and will be provided upon Customer’s request.

3.5

Updates. All updates, patches, service packs for applications and operating systems software will be tested in a lab environment before being installed in the production environment. All installations are performed according to supplier's instructions and standards. There will not be any interruptions to system availability due to updates, patches or service packs except during the periods of Maintenance referred to in Section 2. Customers will be notified at least one (1) month before any application or operating system upgrade. Application upgrades will be done gradually on the Citrix servers. Customers will be redirected towards the upgraded servers and in case of a functionality issue a roll back can be performed immediately. The images of each server will be used for returning to the original format. In the case of operating system upgrades, new images and full backups will be performed prior to ensure a proper roll back.

Patches and services packs will be applied on an as-needed basis during the Maintenance period defined in Section 1 using the same method used for the operating system.

4.

Support

4.1

Coverage. The help desk is a standard service based on the functionality of a hosting service and covers the following problems: configuration and maintenance of Vertafore Canada access machines; connectivity problems (excluding problems pertaining to the Customer’s communication link); and infrastructure problems (servers, performance etc.).

4.2

Help Desk Availability. Vertafore Canada will supply telephone and MyVertafore web support, as well as remote access support from Quebec between 8:30 a.m. and 5:00 p.m. Eastern Time, Toronto between 7:30 a.m. and 7:30 p.m. Eastern Time, and from Vancouver between 8:30 a.m. and 4:30 p.m. Pacific Time, Monday to Friday inclusively, except statutory or civic holidays.

The Customer must have competent operators available who are capable of understanding and implementing Vertafore Canada's telephone support directions. Priority 1 and Priority 2 problems as defined in Subsection 4.4 have a 24/7 support time.

4.3

Contacting the Help Desk. All Customer support requests must be performed either by phone or web via MyVertafore.

4.4

Service Level Priorities.

• Priority 4 (Low P4): Online Service is available with minor limitations in functionality or performance.
• Priority 3 (Medium P3): Online Service is available but with very limited functionality of performance.
• Priority 2 (Significant P2): One or some users unable to connect to one or more SaaS Applications. Significant SaaS performance slowness issue.
• Priority 1 (Critical P1):  The Vertafore Canada SaaS Platform is inaccessible to all users. Urgent removal of a terminated employee from the SaaS environment is required.

5.

Customer responsibilities

5.1

Customer environment security and threat protection. Provide your device with access to the latest threat definitions and threat behavior detection

5.2

e-Mail. Customer is responsible for the procurement, set-up, and maintenance of their in-house e-mail in alignment with Vertafore Canada Cloud prerequisite

5.3

Operating System. Customer must maintain current version of operating system on their devices connecting to Vertafore Canada Cloud.

5.4

Third party Solutions; Customer is responsible to host third party solution not required

1.

Capacité de stockage. L’espace disque total alloué est de 15 giga-octets par utilisateur à accès complet.

2.

Maintenance planifiée. Vertafore Canada planifiera la maintenance des services en ligne selon ce qui suit:

• Maintenance de routine: mercredi de 22 h à 2 h, heure de l’Est.   
• Maintenance planifiée: dimanche de 1 h à 11 h, heure de l’Est.
• Préavis de maintenance planifiée: préavis d’au moins trois (3) jours ouvrables de la part de Vertafore Canada.  
• Maintenance annuelle:  deux fois par année du samedi 19 h au dimanche 19 h, heure de l’Est.

2.1

Vertafore Canada se réserve le droit de modifier à tout moment les horaires de maintenance moyennant un préavis de trente (30) jours.   

2.2

Vertafore Canada se réserve le droit de planifier une fenêtre de maintenance hors cycle en cas d’incidents imprévus de haute priorité. 

3

Données, surveillance du système et mises à jour

3.1

Récupération de données.  Si le Client requiert l’extraction de données client des Solutions de Vertafore, cette extraction sera effectuée aux tarifs alors en vigueur de Vertafore pour les Services professionnels.  Pour traiter une demande d’extraction de données clients, Vertafore peut exiger un paiement anticipé et peut en outre exiger du Client qu’il paie tout solde alors en souffrance. 

3.2

Sécurité des données. Le service en ligne reconnaît l’utilisateur grâce au cryptage des communications en protégeant les données de connexion contre toute détection par des tiers; cependant, cela ne modifie pas l’obligation du Client de garder ses informations de connexion confidentielles. 

3.3

Destruction des données. À la suite de la résiliation du Contrat, Vertafore Canada peut i) sans aucune responsabilité envers le Client, supprimer les données du Client; ou ii) conserver ces données client pendant un (1) an maximum ou pendant la durée requise par la loi applicable, à condition que Vertafore maintienne la confidentialité de ces données client jusqu’à ce que ces données client aient été détruites.  Dans le cas où Vertafore supprime des données client, elles seront détruites conformément aux politiques et procédures de sauvegarde de Vertafore. 

3.4

Surveillance du système. Vertafore Canada surveille l’état de tous les serveurs, y compris la disponibilité, l’utilisation des processeurs, l’utilisation de la mémoire et l’activité générée sur les disques durs.  Le système de surveillance fonctionne 24/7 et un technicien de Vertafore Canada est sur appel en tout temps.  Toute défaillance est saisie dans le système de suivi des appels de Vertafore Canada.  Les statistiques de disponibilité sont basées sur les données de ce système de suivi et seront calculées sur une base mensuelle et fournies au Client à sa demande. 

3.5

Mises à jour. Toutes les mises à jour, correctifs et service packs pour les applications et les logiciels des systèmes d’exploitation seront testés dans un environnement laboratoire avant d’être installés dans l’environnement de production. Toutes les installations sont effectuées conformément aux instructions et aux normes du fournisseur.  Il n’y aura pas d’interruption de la disponibilité du système en raison de mises à jour, de correctifs ou de service packs, sauf pendant les périodes de maintenance mentionnées à la section 2.

Les clients seront informés au moins un (1) mois avant toute mise à niveau des applications ou du système d’exploitation.  Les mises à niveau se feront graduellement sur les serveurs Citrix.  Les clients seront redirigés vers les serveurs mis à niveau.  En cas de problème au niveau des fonctionnalités, une restauration peut être effectuée immédiatement.  Les images de chaque serveur seront utilisées pour revenir au format d’origine.  Dans le cas de mises à niveau du système d’exploitation, de nouvelles images et des sauvegardes complètes seront effectuées avant, pour s’assurer d’une restauration adéquate.    

Les correctifs et les services packs seront appliqués selon les besoins pendant la période de maintenance définie à la section 1 en utilisant la même méthode que celle utilisée pour le système d’exploitation.

4.

Support

4.1

Couverture. Le service d’assistance est un service standard basé sur les fonctionnalités d’un service d’hébergement et couvre les problèmes suivants:  configuration et maintenance des machines d’accès Vertafore Canada; problèmes de connectivité (excluant les problèmes liés au lien de communication du Client); et des problèmes d’infrastructure (serveurs, performances, etc.).

4.2

Disponibilité du service d’assistance. Vertafore Canada fournira un support téléphonique et un support Web par le biais de MyVertafore, de même qu’un support d’accès à distance à partir du Québec entre 8 h 30 et 17 h, heure de l’Est; de Toronto entre 7 h 30 et 19 h 30, heure de l’Est; et de Vancouver entre 8 h 30 et 16 h 30, heure du Pacifique, du lundi au vendredi inclusivement, sauf les jours fériés.   

Le Client doit disposer d’opérateurs compétents capables de comprendre et d’appliquer les directives d’assistance téléphonique de Vertafore Canada. Les problèmes de priorité 1 et de priorité 2, tels que définis dans la sous-section 4.4, bénéficient d’une assistance 24/7. 

4.3

Contacter le service d’assistance. Toutes les demandes d’assistance des clients doivent être effectuées soit par téléphone, soit par internet via MyVertafore.

4.4

Priorités du niveau de service.

• Priorité 4 (Faible P4): le service en ligne est accessible avec des limitations mineures de fonctionnalité ou de performance.
• Priorité 3 (Moyenne P3): le service en lignes est disponible mais avec des fonctionnalités ou des performances très limitées.
• Priorité 2 (Haute P2): Un ou des utilisateurs sont incapables de se connecter à une ou plusieurs applications SaaS.  Problème important de lenteur au niveau des performances SaaS.   
• Priorité 1 (Critique P1):  La plateforme SaaS de Vertafore Canada est inaccessible à tous les utilisateurs.  Le retrait urgent d’un employé licencié de l’environnement SaaS est requis.

5.

Responsabilités du Client

5.1

Sécurité de l’environnement client et protection contre les menaces. Munir votre appareil d’un accès à des solutions qui répondent aux dernières définitions de menaces et à la détection du comportement des menaces.  

5.2

Courrier électronique. Le client est responsable de l’achat, de la configuration et de la maintenance de son courrier électronique conformément aux prérequis du SaaS de Vertafore Canada. 

5.3

Système d’exploitation. Le client doit maintenir une version à jour de son système d’exploitation sur ses appareils se connectant au SaaS de Vertafore Canada.

5.4

Solutions de tierces parties. L’hébergement Client de toutes solutions de tierces parties n’est pas requis. 

1.

Capacité de stockage. L’espace disque total alloué est de 15 giga-octets par utilisateur à accès complet.

2.

Maintenance planifiée. Vertafore Canada planifiera la maintenance des services en ligne selon ce qui suit:

• Maintenance de routine: mercredi de 22 h à 2 h, heure de l’Est.   
• Maintenance planifiée: dimanche de 1 h à 11 h, heure de l’Est.
• Préavis de maintenance planifiée: préavis d’au moins trois (3) jours ouvrables de la part de Vertafore Canada.  
• Maintenance annuelle:  deux fois par année du samedi 19 h au dimanche 19 h, heure de l’Est.

2.1

Vertafore Canada se réserve le droit de modifier à tout moment les horaires de maintenance moyennant un préavis de trente (30) jours.   

2.2

Vertafore Canada se réserve le droit de planifier une fenêtre de maintenance hors cycle en cas d’incidents imprévus de haute priorité. 

3

Données, surveillance du système et mises à jour

3.1

Récupération de données.  Si le Client requiert l’extraction de données client des Solutions de Vertafore, cette extraction sera effectuée aux tarifs alors en vigueur de Vertafore pour les Services professionnels.  Pour traiter une demande d’extraction de données clients, Vertafore peut exiger un paiement anticipé et peut en outre exiger du Client qu’il paie tout solde alors en souffrance. 

3.2

Sécurité des données. Le service en ligne reconnaît l’utilisateur grâce au cryptage des communications en protégeant les données de connexion contre toute détection par des tiers; cependant, cela ne modifie pas l’obligation du Client de garder ses informations de connexion confidentielles. 

3.3

Destruction des données. À la suite de la résiliation du Contrat, Vertafore Canada peut i) sans aucune responsabilité envers le Client, supprimer les données du Client; ou ii) conserver ces données client pendant un (1) an maximum ou pendant la durée requise par la loi applicable, à condition que Vertafore maintienne la confidentialité de ces données client jusqu’à ce que ces données client aient été détruites.  Dans le cas où Vertafore supprime des données client, elles seront détruites conformément aux politiques et procédures de sauvegarde de Vertafore. 

3.4

Surveillance du système. Vertafore Canada surveille l’état de tous les serveurs, y compris la disponibilité, l’utilisation des processeurs, l’utilisation de la mémoire et l’activité générée sur les disques durs.  Le système de surveillance fonctionne 24/7 et un technicien de Vertafore Canada est sur appel en tout temps.  Toute défaillance est saisie dans le système de suivi des appels de Vertafore Canada.  Les statistiques de disponibilité sont basées sur les données de ce système de suivi et seront calculées sur une base mensuelle et fournies au Client à sa demande. 

3.5

Mises à jour. Toutes les mises à jour, correctifs et service packs pour les applications et les logiciels des systèmes d’exploitation seront testés dans un environnement laboratoire avant d’être installés dans l’environnement de production. Toutes les installations sont effectuées conformément aux instructions et aux normes du fournisseur.  Il n’y aura pas d’interruption de la disponibilité du système en raison de mises à jour, de correctifs ou de service packs, sauf pendant les périodes de maintenance mentionnées à la section 2.

Les clients seront informés au moins un (1) mois avant toute mise à niveau des applications ou du système d’exploitation.  Les mises à niveau se feront graduellement sur les serveurs Citrix.  Les clients seront redirigés vers les serveurs mis à niveau.  En cas de problème au niveau des fonctionnalités, une restauration peut être effectuée immédiatement.  Les images de chaque serveur seront utilisées pour revenir au format d’origine.  Dans le cas de mises à niveau du système d’exploitation, de nouvelles images et des sauvegardes complètes seront effectuées avant, pour s’assurer d’une restauration adéquate.    

Les correctifs et les services packs seront appliqués selon les besoins pendant la période de maintenance définie à la section 1 en utilisant la même méthode que celle utilisée pour le système d’exploitation.

4.

Support

4.1

Couverture. Le service d’assistance est un service standard basé sur les fonctionnalités d’un service d’hébergement et couvre les problèmes suivants:  configuration et maintenance des machines d’accès Vertafore Canada; problèmes de connectivité (excluant les problèmes liés au lien de communication du Client); et des problèmes d’infrastructure (serveurs, performances, etc.).

4.2

Disponibilité du service d’assistance. Vertafore Canada fournira un support téléphonique et un support Web par le biais de MyVertafore, de même qu’un support d’accès à distance à partir du Québec entre 8 h 30 et 17 h, heure de l’Est; de Toronto entre 7 h 30 et 19 h 30, heure de l’Est; et de Vancouver entre 8 h 30 et 16 h 30, heure du Pacifique, du lundi au vendredi inclusivement, sauf les jours fériés.   

Le Client doit disposer d’opérateurs compétents capables de comprendre et d’appliquer les directives d’assistance téléphonique de Vertafore Canada. Les problèmes de priorité 1 et de priorité 2, tels que définis dans la sous-section 4.4, bénéficient d’une assistance 24/7. 

4.3

Contacter le service d’assistance. Toutes les demandes d’assistance des clients doivent être effectuées soit par téléphone, soit par internet via MyVertafore.

4.4

Priorités du niveau de service.

• Priorité 4 (Faible P4): le service en ligne est accessible avec des limitations mineures de fonctionnalité ou de performance.
• Priorité 3 (Moyenne P3): le service en lignes est disponible mais avec des fonctionnalités ou des performances très limitées.
• Priorité 2 (Haute P2): Un ou des utilisateurs sont incapables de se connecter à une ou plusieurs applications SaaS.  Problème important de lenteur au niveau des performances SaaS.   
• Priorité 1 (Critique P1):  La plateforme SaaS de Vertafore Canada est inaccessible à tous les utilisateurs.  Le retrait urgent d’un employé licencié de l’environnement SaaS est requis.

5.

Responsabilités du Client

5.1

Sécurité de l’environnement client et protection contre les menaces. Munir votre appareil d’un accès à des solutions qui répondent aux dernières définitions de menaces et à la détection du comportement des menaces.  

5.2

Courrier électronique. Le client est responsable de l’achat, de la configuration et de la maintenance de son courrier électronique conformément aux prérequis du SaaS de Vertafore Canada. 

5.3

Système d’exploitation. Le client doit maintenir une version à jour de son système d’exploitation sur ses appareils se connectant au SaaS de Vertafore Canada.

5.4

Solutions de tierces parties. L’hébergement Client de toutes solutions de tierces parties n’est pas requis.