MAINTENANCE AND SUPPORT GUIDE

GLOBALSCAPE, INC.

CORPORATE HEADQUARTERS Address: 4500 Lockhill-Selma Road, Suite 150, San Antonio, TX (USA) 78249

Sales: (210) 308-8267

Sales (Toll Free): (800) 290-5054

Technical Support: (210) 366-3993

Web Support: http://www.globalscape.com/support/

© 1996-2021 GlobalSCAPE, Inc. All Rights Reserved

TABLE OF CONTENTS

ABOUT CLIENT SUPPORT SE R V I CE S ............................................................................................... 4 OUR METHODOLOGY ......................................................................................................................................... 5

CHANGE MANAGEMENT ............................................................................................................................... 5 MAINTENANCE AND SUPPORT PLANS........................................................................................................ 5 BELOW ARE THE DEFINITIONS FOR ISSUE SEVERITY LEVELS ............................................................7 2021 HOLIDAY SUPPORT CALENDAR ........................................................................................................... 8 SELF-SERVICE RESOURCES ............................................................................................................................. 9

ONLINE SUPPORT ............................................................................................................................................. 9 CLIENT SUCCESS PORTAL ............................................................................................................................. 9 EMAIL SUPPORT................................................................................................................................................. 9 CHAT SUPPORT .................................................................................................................................................. 9 TELEPHONE SUPPORT .................................................................................................................................... 9 FORUM SUPPORT ............................................................................................................................................. 9

CONTACTING TECHNICAL SUPPORT ......................................................................................................... 10 TROUBLESHOOTING AND DIAGNOSTICS ................................................................................................ 10 SCOPE OF TECHNICAL SUPPORT .................................................................................................................. 11

ADDITIONAL TERMS OF SUPPORT ............................................................................................................ 11 CLIENT RESPONSIBILITIES ................................................................................................................................ 12 PRODUCT UPDATES ............................................................................................................................................ 12 GLOBALSCAPE END OF LIFE (EOL) AND SUPPORT LIFE POLICY ................................................... 12 CLIENT FEEDBACK............................................................................................................................................... 12

SUPPORT AGREEMENT ............................................................................................................................ 13

ABOUT CLIENT SUPPORT SERVICES Our Client Support Services team is committed to helping you be successful. To this end, Globalscape offers world-class client support and maintenance to help ensure that your product implementation flows smoothly. We take pride in optimizing the business value of your security solution and realize that one size doesn’t always fit all. That’s why we’ve developed varying levels of technical support: Basic, Professional, Premier, and Expert. These support packages provide services in addition to our self- service resources (see Self-Service section).

OUR METHODOLOGY The Globalscape Client Support Services department uses the Information Technology Infrastructure Library (ITIL) methodology, a set of industry recognized best practices for service management. After you create a case with our Technical Support team, expect communication with the support analyst assigned to your case at least once per 48-hour time period. Our team will work diligently and efficiently to answer your questions about the product, upgrades and migrations, as well as resolve product issues that might arise within reasonable means.

INCIDENT MANAGEMENT

• Incident Identification: Clients can report incidents (questions/product issues) to the Client Support Services team through the contact methods detailed in the Maintenance and Support Plans section.

• Incident Logging: After receiving communication of a product issue, the information will be logged and a case created.

• Incident Categorization: The case will be categorized appropriately and assigned to an analyst based on:

- Severity of the issue(s)

- The product causing the issue

• Incident Prioritization: The case is prioritized based on the severity of the issue(s) and your support level. Regardless of your service level you will receive an update from the analyst assigned to your case once per 48-hour period.

• Incident Response: Incident responses include the following:

- Initial diagnosis of the problem

- The investigation and diagnosis of the case issue

- A resolution and the closure of the case.

• Target Initial Response Time: Globalscape uses commercially reasonable efforts to respond within the target response time but cannot guarantee response times.

• Resolution: A satisfactory resolution may not be immediately available or provided with the initial response, in which case Globalscape will use commercially reasonable means and effort to provide a resolution within reasonable period.

CHANGE MANAGEMENT

Globalscape’s Client Support Services team implements the change management process in our support department so that we can meet the needs of our clients. As the technology industry changes and evolves, we continue to improve our products and services.

• If an issue is found, reproducible, and suggests a change to the product or portion of software, then our team will submit a change request. (Note: This is not a guarantee that a change will be implemented in any release.)

• The change request will be reviewed by our Product Management team and, if necessary, the fix may be added to our next large product update or version release.

MAINTENANCE AND SUPPORT PLANS Included with your active support plan is software maintenance, which provides all major upgrades and minor updates that are publicly released during the term of the agreement at no additional charge. Free upgrades must be requested or obtained while the maintenance and support plan remain in force.

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Web/Chat Support

24x7 (Web Portal Only) (Processed 8AM-6PM CT, M-F)

24x7 (Web Portal Only) (Processed 8AM-6PM CT, M-F)

24x7 (Processed 8AM-6PM CT, M-F)

24x7 (Processed 8AM-6PM CT, M-F)

Remote Support All Severity Levels N/A (Web and Chat only) All Severity Levels

(at Globalscape's discretion) All Severity Levels

(at Globalscape's discretion) All Severity Levels

(at Globalscape's discretion)

Initial Response Time Client is required to have dedicated resources available to assist Globalscape Support Team during contracted hours of operation. Severity 1

(Phone call required to meet SLA)

12 Business Hours 8 Business Hours 2 Hours Direct Transfer to first

available analyst

Severity 2 (Phone call required to meet SLA)

Best Effort 1 Business Day 1 Business Day 2 Hours

Severity 3 Best Effort 3 Business Days 1 Business Day 1 Business Day

Severity 4 Best Effort Best Effort 3 Business Days 1 Business Day

Holiday Support* Client is required to have dedicated resources available to assist Globalscape Support Team during contracted hours of operation.

Severity 1 Not available on holidays Not available on holidays All holidays All holidays

Not available on holidays Not available on holidays Not available on holidays All holidays

Severity 3-4 Not available on holidays Not available on holidays Not available on holidays All holidays

Support Coverage

Knowledge Base Yes Yes Yes Yes

Video Knowledge Base/Tutorials No No Yes Yes Product Documentation Yes Yes Yes Yes

Priority Patches Available Case-by-Case Case-by-Case 1 Patch per build when necessary Yes

Software Upgrades Included Yes Yes Yes Yes

Security Updates Yes Yes Yes Yes

Viewing Access to User Discussion Forum

Yes Yes Yes Yes

Posting Access to User 1 Post per year and 12 Posts per year and 30 Posts per year and Unlimited Posts and Discussion Forum 50 Comments 100 Comments Unlimited Comments Comments

Client Success Portal Limited to 1 User Account Limited to 3 User Accounts Limited to 5 User Accounts Limited to 5 User Accounts

Enhanced R&D Services

Roadmap Review No No Annual upon request Semi-Annual upon request

Custom Dev & Support No No For a fee For a fee

Enhanced Support Services Services below require Technical Account Manager; not included Support Plans

Technical Account Manager (TAM) No No Dedicated TAM Dedicated TAM

Case Review with Analyst No No Quarterly Quarterly

Health Check (with TAM) No No Annual upon request Annual upon request

1 Day On-Site Review (with TAM) No No Annual upon request Annual upon request

Business Usage Survey No No Yes Yes

All Severity Levels

Severity 2

Globalscape Support Subscription Levels1

BASIC Available only for EFT Express

PROFESSIONAL PREMIER EXPERT

Support Availability Client is required to have dedicated resources available to assist Globalscape Support Team during contracted hours of operation.

Phone Support

Severity 1 N/A (Web and Chat only) 8 AM to 6 PM (CT) Monday - Friday

24x7 24x7

Severity 2 N/A (Web and Chat only) 8 AM to 6 PM (CT) Monday - Friday

8 AM to 6 PM (CT) Monday - Friday

24x7

Severity 3-4 N/A (Web and Chat only) 8 AM to 6 PM (CT) Monday - Friday

8 AM to 6 PM (CT) Monday - Friday

24x7

BELOW ARE THE DEFINITIONS FOR ISSUE SEVERITY LEVELS • Severity Level 1 (Business Standstill) means a critical issue wherein production and/or mission-critical services are

down, resulting in interruptions of business continuity. No immediate workaround available.

The list of product-related incidents referring to Severity Level 1 includes, but is not limited to, the following issues:

- All or a majority of mission-critical environment is unavailable or not functioning

- Business operations are completely disrupted

- Majority / all critical users affected

For Severity 1: Business Standstill, the client is required to have a dedicated resources on their end that is available during contracted hours of operation

• Severity Level 2 (Major Impact) means a major feature or function failure; operations are severely restricted, but a workaround is available. Severity Level 1 is re-classified to Severity Level 2 when a workaround is available.

The list of product-related incidents referring to Severity Level 2 includes, but is not limited to, the following issues:

- Critical business operations seriously affected

- Direct financial impact

- Large amount of users are affected or critical group of users are affected that would not allow the business to run normally

For Severity 2: Major Impact, the client is required to have dedicated resources available during your contracted hours of operation

• Severity Level 3 (Minor Impact) means a minor feature or function failure; standard business operations can continue, though possibly in a minor restricted manner.

The list of product-related incidents referring to Severity Level 3 includes, but is not limited to, the following issues:

- No immediate direct financial impact

- A temporary workaround may have been provided

• Severity Level 4 (General Inquiry/Issue) means general usage questions or other non-critical inquiries.

The list of product-related incidents referring to Severity Level 4 includes, but is not limited to, the following issues:

- Small number of users/systems affected

- Documentation issue

- General information request

- Enhancement requests

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2021 HOLIDAY SUPPORT CALENDAR

Holiday Date

New Year’s Day Friday, January 1

Memorial Day Monday, May 31

Independence Day Monday, July 5

Labor Day Monday Monday, September 6

Thanksgiving Day Thursday, November 25

Post-Thanksgiving Day Friday, November 26

Christmas Eve Eve Thursday, December 23

Christmas Eve Friday, December 24

Christmas Day Saturday, December 25

New Year’s Eve Friday, December 31

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SELF-SERVICE RESOURCES

ONLINE SUPPORT Take advantage of the easy-to-use, 24-hour support resources that are available on the Globalscape Support Center Web site at http://support.globalscape.com. Online services include product updates/ notifications, user’s guides, a knowledge base, online help files, printable documentation, a user community discussion forum, and more.

CLIENT SUCCESS PORTAL A centralized access point to all EFT resources including but not limited to best practice guides, checklists, training videos and the ability to create and track both active and historical support cases.

EMAIL SUPPORT Submit your request via our online submission form available on the Globalscape Support Web site at https://dynamic. globalscape.com/support/techsupport.aspx and receive an answer via email. Our response will include a ticket number and the name of the assigned support professional.

CHAT SUPPORT During normal business hours, Monday through Friday from 8:00 A.M. to 6:00 P.M. (Central Time), you can use our online chat to answer any product questions or issues. A member of our Client Support Services team will be able assist you at https://www.globalscape.com/support/contact-us

TELEPHONE SUPPORT Premier/Expert Support Plan members can receive after-hours technical support 24 hours per day, seven days per week. After-hours Expert Support services are available only via a special telephone number that will be provided when you purchase an Expert Support Plan.

FORUM SUPPORT This is a public community support forum where you can ask questions and get answers from our support staff and other fellow Globalscape clients. Before opening a new ticket, try searching through the millions of questions we have already answered! https://forums.globalscape.com

CONTACTING TECHNICAL SUPPORT

TYPE OF CONTACT ADDRESS OR NUMBER HOURS

Standard Technical Support Line

1 (210) 366-3993

8:00am to 6:00pm M – F

Premier & Expert Technical Provided with Premier & Expert Plan Anytime Support Line

Priority Email Technical Support

https://dynamic.globalscape.com/support/techsupport.aspx Anytime

Online Chat https://www.globalscape.com/support/contact-us 8:00am to 6:00pm M – F

Online Support Center / Software Upgrades and Updates

https://www.globalscape.com/support

Anytime

Serial Number Assistance https://dynamic.globalscape.com/support/lostserial.aspx Anytime

Knowledge Base https://kb.globalscape.com/ Anytime

User Discussion Forum https://forums.globalscape.com/ Anytime

TROUBLESHOOTING AND DIAGNOSTICS When contacting the Globalscape Client Support Services team, it is important to provide as much detail as possible about the problem. Please gather diagnostic and logging information to help us in our diagnosis of the issue. Be prepared to provide us with relevant error logs or messages including server log files, screen shots, and event log reports. At a minimum, please gather the following details. If you are submitting an inquiry via our online submission form, please provide these details with your submission: • Your name and company name

• Your telephone number and email address

• The name of the program and complete version information (In EFT. Go to Help > About)

• Product serial number (In EFT. Go to Help > About)

• Your operating system and specific version information

• A complete description of the problem including:

- All of the steps necessary to reproduce the problem

- A description of the environment and the network; useful information includes the data flow, Java runtime version, and database versions

Generally, service tickets are not closed until you and the Globalscape support professional both agree that the issue has been satisfactorily resolved. However, Globalscape support may close a service ticket if you have not provided requested information within a reasonable period.

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Online Help Files https://help.globalscape.com/help/ Anytime

SCOPE OF TECHNICAL SUPPORT While we are happy to support your use of our products and will help in overcoming any difficulties you may encounter, there are certain limitations to the technical support that we can provide, which are described below.

• Technical support does not include support for incidents caused by software platform incompatibility (including, but not limited to, beta software and new versions of service packs or additions whose compatibility with the Product has not been confirmed by Globalscape).

• Technical Support does not include support for incidents in which the client cannot provide accurate information, as reasonably requested by Globalscape, to reproduce, investigate, and resolve the incident.

• Technical Support does not include support for incidents that arise as a result of neglect or incorrect use of Globalscape instructions, which, if properly used, would have prevented the incident.

• Technical Support is limited to the reporting and correction of product defects and installation and configuration assistance.

• Technical Support does not include support for problems related to the failure of the client’s system, network, or environment to comply with the system requirements for the software.

• Technical Support does not include support for development or consulting issues such as COM or other programmatic development. This includes HTML development and custom script creation.

• While we constantly strive to assist in any way we can, there can be situations that are outside of our control. Technical support does not include support for any other issues not directly related to the workings of our software.

• Technical Support is offered for recent versions of Globalscape software only. Technical support for older versions is available only through our online self-help resources.

• Technical Support is available to assist your upgrade and migration needs for our software. If you are anticipating planned downtime or need assistance during non-business hours a support specialist will be able to assist you through our paid services. It is always recommended that you start by examining the program help files, knowledgebase articles, and user forums if you are interested in customizing your environment or software beyond the availability of technical support options. You can also engage the services of our Professional Services team, described on our website at: https://www.globalscape. com/pro-services

ADDITIONAL TERMS OF SUPPORT Clients can assign up to 1 (one) contact person authorized to initiate requests to Globalscape Technical Support. The authorized contact person should be defined in Globalscape’s records. To change the authorized contact person, either send a written request via email or provide details via a phone call. Globalscape will then update and use the new contact.

Some incidents may require reproduction on the Globalscape side with the purpose of testing and verifying if the reported incident resides within the product or the environment. The client should provide Globalscape with all information necessary and specific software or hardware, which may be necessary for reproducing the condition under which the incident will re-occur and could be examined. This may be needed if Globalscape does not have the necessary software or hardware available.

Globalscape will endeavor to reproduce the incident as soon as all of the necessary information and software and/or hardware is provided. If the incident could not be reproduced, the client should grant Globalscape specialists supervised remote access to the malfunctioning system. If the incident cannot be reproduced by either party, or the client did not grant access to the network environment where the incident could be reproduced, or if it is detected that the incident’s cause lies beyond the product, the incident cannot be classified within this support program.

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CLIENT RESPONSIBILITIES During the course of an issue’s diagnosis and resolution, we ask you to respond to all technical information requests as quickly as possible so that our Technical Support team can resolve your case in a timely manner.

At any moment, an incident can be either on the client’s side (i.e., client is taking actions that will promote/expedite the resolution of the issue by Globalscape) or on the Globalscape side.

An incident is on the client’s side when Globalscape requests information from the client. When the client provides the requested information to Globalscape, the incident is considered to be with Globalscape. The period during which the incident may be on the client’s side is limited to three consecutive business days. In case the client’s response is overdue, the incident is cancelled out due to inactivity. Globalscape is only responsible for the time during which the incident is on their side.

PRODUCT UPDATES Stay up to date with the latest Globalscape news and product releases by subscribing to our blog feed and reading the release notes in the Client Success Portal.

• Product Updates: https://portal.globalscape.com/s/login/

• Blog Feed: http://feeds.feedburner.com/globalscape

GLOBALSCAPE END OF LIFE (EOL) AND SUPPORT LIFE POLICY Rapidly changing technologies and competitive pressures influence the level, timing, and nature of demand for a particular product or group of products. These factors drive the need to introduce new products and services and to actively plan for end- of-life for older software versions and specific product lines. With that in mind, we have provided the Globalscape End-of-Life (EOL) policy to help clients better manage the end-of-life transition and to understand the role that Globalscape can play in helping to migrate to alternative Globalscape technologies. Please refer to the following information on our website:

EOL and Support Life Policy: http://www.globalscape.com/support/ end-of-life-policy.aspx

If you need additional assistance with migration, you can contact our Professional Services team as well.

CLIENT FEEDBACK At the end of all incident cases, our Client Services Support team will send you a feedback form to gather your opinion on the support service received. Use this form to provide feedback which will help us improve our Technical Support team and the way we handle future incidents.

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SUPPORT AGREEMENT The technical support services described in this guide are provided pursuant to the terms of the License Agreement you entered into as a condition to the installation of the software indicated below.

Please complete the information below and fax or mail to: Globalscape, Inc.

4500 Lockhill Selma Rd., Suite 150 San Antonio, Texas 78249-2073 Fax: 1-210-293-8003

The software licenses that are associated with the following Globalscape order numbers or invoices are covered by this agreement.

In the table below, list the Globalscape Order ID Numbers covered by this agreement:

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MAKE BUSINESS FLOW BRILLIANTLY Globalscape, Inc. is a pioneer in securing and automating the movement and integration of data seamlessly in, around and outside your business, between applications, people and places, in and out of the cloud. Whether you are a line-of- business stakeholder struggling to connect multiple cloud applications or an IT professional tasked with integrating partner data into homegrown or legacy systems, Globalscape provides cloud services that automate your work, secure your data and integrate your applications – while giving visibility to those who need it. Globalscape makes business flow brilliantly. For more information, visit www.globalscape.com .

GlobalSCAPE, Inc. Corporate Headquarters 4500 Lockhill-Selma Rd, Suite 150 San Antonio, TX 78249, USA Sales: 210-308-8267 / Toll Free: 800-290-5054 Technical Support: 210-366-3993 Web Support: www.globalscape.com/support © 2021 GlobalSCAPE, Inc. All Rights Reserved