End User License Agreement for Infosys Information Platform Infosys Information Platform - Terms of Use This terms of use agreement ("TOU") is entered into between Infosys Public Services Inc. a company incorporated in the United States and its Affiliates ("Infosys"), and you (including your employer and its or their employees, contractors and agents, together "User") with respect to your access to or use of the Platform. All components collectively are referred to herein as the "Agreement." User acknowledges it has had the opportunity to review the Agreement including terms relating to taxes, indemnities and liabilities, prior to acceptance of this Agreement. User's acceptance of this Agreement is evidenced by User's access to and/or use of the Platform via the Webs Services Account ("WSA"). If you are acting on behalf of a company ("User Entity"), you represent that you are authorized to bind the company. Infosys recommends that User prints copies of the Agreement for User's own records. If you choose not to agree to these terms, do not access and/or use the Platform. The parties are individually referred as "Party" and collectively referred to as "Parties". 1. Definitions: the following capitalized terms shall have their meanings detailed in this Section 1 or in the Sections mentioned against such terms: 1.1 "Intellectual Property Rights" shall mean all patents, trademarks, service marks, logos, trade secrets, copyrights (including computer programs and mask works), Internet domain names, registered design rights and all associated registrations and applications in relation to the foregoing together with all of the goodwill associated therewith. 1.2 "Release" means a specific version of the Platform delivered to the User and maintained for a specific period of time. Release version contains a multi digit number that uniquely identifies the Platform release. First digit represents a major release and the second digit represents a minor release. 1.3 "Infosys Information Platform (IIP)" or "Platform" in the context of this TOU shall mean the Release of the Infosys Information Platform as available on WSA. 1.4 "Node" means computing hardware containing a defined size of memory (e.g. 32GB RAM) & a specified number of processor cores (e.g. 16cores), together referred as the compute part of the node, and a defined size of rotating disk or solid state device based storage (e.g. 2x320GB SSD). In certain cases, Node may refer to the compute part, whereas the storage may be in a separate hardware location. Notwithstanding the foregoing, in the event that User is running more than one virtual machine on a Node, each such virtual machine shall count as one Node. 1.5 "Use" shall mean accessing or utilizing the Platform and Documentation towards enabling the Purpose. 1.6 "Web Services Account" or "WSA" shall mean a cloud based account that User maintains with the Infosys authorized cloud computing service provider that hosts the Platform. 1.7 "WSA Provider" means the entity providing the WSA, in this case Amazon Web Services Inc. 1.8 "Territory" means the country in which the WSA Provider is located, subject to applicable export control laws. 1.9 Other definitions: (a) "Confidential Information", "Disclosing Party" and "Receiving Party" - Section 9. (b) "Documentation" - Section 2.1. (c) "Infosys Provided OSS" - Section 4.1. (d) "Effective Date" shall mean the date on which the User commences use of the Platform. (e) "Term" - Section 10.1. (f) "Materials" - Section 12. (g) "Purpose" - Section 2.1. (h) "Third Party Components" - Section 4.2 2. Rights and Restrictions: 2.1 Access Rights - Subject to User being compliant with this Agreement and any applicable third party licenses, User may access and Use the Platform and any related documentation provided by Infosys ("Documentation") during the Term towards User's internal business purpose ("Purpose") on a non-transferable basis in the Territory. Any use or access to IIP and Documentation outside the Purpose is a violation of this Agreement. 2.2 Platform Restrictions - The above is conditional on the User ensuring that it and the persons referred to in Sections 2.1 and 2.2 shall not undertake the following on the Platform and Documentation (as applicable): (a) copy, modify, translate, disassemble, decompile, merge, transfer or reverse engineer; (b) create any product, platform, or documentation which is substantially similar to the functionality of or competes with the Platform or content of the Documentation nor used in any manner which would be restricted by copyright; and (c) perform any action which is not expressly authorized by this Agreement; (d) gain any unauthorized access to the Platform or any part thereof; and (e) upload data with malware at the time of data migration/upload. The User shall be liable for the acts/omissions of its users as it relates to their access and / or Use of the Platform and documentation. User shall indemnify Infosys for any losses, claims, damages or suits arising from the misuse or misappropriation of the Platform and / or Documentation by the above mentioned persons and such indemnity shall be outside the liability cap specified in this Agreement. 2.3 The Platform will be deployed upon subscription based on Nodes of a specified compute & storage configuration as requested by the User. The Platform shall remain deployed on WSA during the Term unless revocable pursuant to a breach of the Agreement. 2.4 Infosys will provide support during the Term subject to the terms set forth in Schedule B. Beyond the Term, Infosys' responsibility to provide support shall be incumbent on User subscribing to a valid version of The Platform which is at maximum One (1) major Release behind its most current generally available version. Any additional features or functionality required by the User that is not subscribed under Schedule A shall be provided at additional cost and mutual agreement by the Parties of the terms and conditions applicable to such additional features or functionality. Infosys reserves the right to remove any existing feature or functionality of a Platform, subject to mutual agreement of the Parties. 3. Commercials and Taxes: 3.1 User understands that the rights under this TOU accrue to User only upon payment of the requisite fees as listed on the WSA Provider Website. 3.2 Taxes: User is responsible for ascertaining the tax provision applicable to them depending on the User's or User Entity's location. For the avoidance of doubt, Infosys will consider the User or User Entity's billing address as the User's location for tax purposes. 3.2.1 Taxes for Users based out of U.S. Notwithstanding anything contained in any other clause in this Agreement, the below mentioned clause shall apply to Users based out of the U.S.: The rates, charges or fees specified in this Agreement are inclusive of all transaction taxes. User shall bear all transaction taxes on the grant of maintenance and support services provided hereunder including, but not limited to, sales, excise, use and similar taxes. User shall separately state the invoicing location and beneficiary location for any services provided under any document issued pursuant to the terms of this Agreement. It is agreed that the bill to location of the User would be considered as ship to location in absence of providing the ship to location. 3.2.2 Taxes for Users based out of Europe Notwithstanding anything contained in any other clause in this Agreement, the below mentioned clause shall apply to Users based out of Europe: The rates, charges or fees specified in this Agreement are exclusive of all transaction taxes. User shall bear all transaction taxes on the grant of maintenance and support services provided hereunder including, but not limited to value added, goods and services, service and similar taxes. WSA Provider may state applicable transaction taxes on its invoice and pay all collected taxes to the appropriate taxing authority. User shall pay the taxes directly to the tax authorities under self-assessment or reverse charge basis as required by law, where WSA Provider has not reported such taxes on its invoice. User shall separately state the invoicing location and beneficiary location for any services provided under any document issued pursuant to the terms of this Agreement. It is agreed that the bill to location of the User would be considered as ship to location in absence of providing the ship to location. 3.2.3 Taxes for Users based out of regions other than U.S. and Europe Notwithstanding anything contained in any other clause in this Agreement, the below mentioned clause shall apply to Users based out of regions other than U.S and Europe: The rates, charges or fees specified in this Agreement are exclusive of all transaction taxes. User shall bear all transaction taxes on the grant of maintenance and support services provided hereunder including, but not limited to, sales, value added, goods and services, service provincial sales tax, harmonized sales tax, PIS, COFINS, ISS, consumption and business taxes, and similar taxes. User shall pay the taxes directly to the tax authorities under self-assessment or reverse charge basis as required by law, where Infosys or WSA has not reported such taxes on its invoice. User shall separately state the invoicing location and beneficiary location for any services provided under any document issued pursuant to the terms of this Agreement. It is agreed that the bill to location of the User would be considered as ship to location in absence of providing the ship to location. 4. Third Party Components and open source: 4.1 Infosys Provided OSS - In relation to the open source components modified or enhanced by Infosys along with the Platform ("Infosys Provided OSS") set out in Section 6A of the Schedule A, Infosys is liable for such open source components subject to Section 6 and 7. 4.2 Third Party Components - The Platform may include third party software, code or other open source components which may be required for the function of the Platform and/or installed during run time ("Third Party Components"). User shall procure the licenses to such Third Party Components and agrees to comply with the applicable terms and conditions described under Schedule A, Section 6B. Infosys carries no liability for such Third Party Components. User is responsible for complying with terms and conditions applicable to Third Party Components. User represents and warrants that its usage of Third Party Components shall in no event lead to (a) the Platform being disclosed or distributed in source code form, (b) the Platform licensed for the purpose of making derivative works, or (c) the Platform being redistributed at no charge or (d) dilution of the Infosys intellectual property rights over the Platform. 5. Representation and Warranties: The Parties warrant that they are entitled to enter into this Agreement through their authorized signatories and perform the obligations mentioned herein. Further, the Parties shall make reasonable endeavors and work in good faith to perform the obligations mentioned under this Agreement. The User acknowledges that the Platform, provided hereunder is not error-free and agrees that the existence of such errors shall not constitute a breach of this Agreement. BARRING THE ABOVE WARRANTY, THE PARTIES DISCLAIM ALL OTHER WARRANTIES, IMPLIED OR EXPRESS INCLUDING WARRANTIES OF MERCHANTABILITY AND FITNESS FOR PURPOSE AND THERE IS NO WARRANTY OR CONDITION OF TITLE, QUIET ENJOYMENT, QUIET POSSESSION, OR NON-INFRINGEMENT, DATA SECURITY, WITH REGARD TO THE PLATFORM. Notwithstanding anything contained under this Agreement or the applicable Schedule, Infosys shall not be liable for any delay or any breach of the terms of this Agreement to the extent such delay or breach results from or is attributable to any act of omission on the part of User, its employees, agents, subcontractors, consultants, WSA Provider, a third party not under the control of Infosys, any unanticipated or unscheduled downtime whether carried out by WSA Provider or Infosys, including as a result of power outages, system failures or other interruptions and/or any event of Force Majeure. 6. Indemnity: 6.1 Infosys indemnities - Infosys shall indemnify User against all third party claims, liabilities, and costs (including reasonable attorneys' fees), that are initiated by third parties in the territory where User is authorized to Use the Platform, alleging that User's authorized Use or access (as contemplated hereunder) of the Platform infringes or misappropriates such third parties' Intellectual Property rights. The foregoing indemnity shall not apply to the extent the infringement claim arises from any access or use of the Platform outside the permissions granted by Infosys herein or from the Third Party Components referred to in Section 4.2. THE INDEMNITY STATED IN THIS SECTION 6.1 ARE THE SOLE AND EXCLUSIVE REMEDY OF USER AND SOLE OBLIGATION OF INFOSYS FOR BREACH OF A THIRD PARTY'S INTELLECTUAL PROPERTY RIGHTS. 6.2 User indemnities - User shall indemnify Infosys against all third party claims, liabilities, and costs (including reasonable attorneys' fees) alleging that (a) Infosys's authorized use of, access to or reliance on any materials, data or information provided by User; or (b) User undertakes any activity in breach of Section 2; which infringes or misappropriates such third parties' Intellectual Property Rights; or (c)breach of Section 3.2 on taxes; or (c) for making fraudulent or unlawful transactions through the WSA account, including any associated credit card and banking charges and penalties. 6.3 In the event of any third party claim, the indemnified Party shall within reasonable time notify the indemnifying Party and the indemnifying Party shall have full control of the defense and any settlement of such claim as long as such settlement shall not include a financial obligation on the indemnified Party or an admission of guilt or liability on behalf of the indemnified Party. The indemnified Party shall cooperate fully in the defense of such claim and assist the indemnifying Party on a commercially reasonable efforts basis. 7. Liability: A Party's aggregate liability under this Agreement for direct damages will be capped to the fees paid by the User during the twelve months prior to the date on which a claim arose. The Parties carry no liability for indirect, consequential, punitive, exemplary damages or for loss of profits, loss of business, loss of data or damage to reputation and goodwill irrespective of whether the Parties have been advised of the possibility of such damages. Notwithstanding the foregoing, the following heads shall be outside the limitation and exclusion stated above - (a) breach of confidentiality obligations and misappropriation of Intellectual Property Rights; (b) Indemnities under Section 2 and 6 (except indemnity claims arising from Infosys Provided OSS which is subject to the liability cap) above; and (c) any other liability which cannot be limited or excluded by applicable law. 8. Intellectual Property Rights: Barring the Use rights granted herein, all other right, title and interest including all Intellectual Property Rights in the Platform, Documentation, Confidential Information and all derivatives, modifications, enhancements and new inventions undertaken on the Platform belong to and vest entirely in Infosys or its licensors. User agrees not to take any action that would limit Infosys's ability to sell, license, or assign any of the Intellectual Property Rights retained by Infosys in this Section 8. 9. Confidential Information: The Platform, Documentation and any information shared by either of the Parties ("Disclosing Party") which is marked as confidential or reasonably understood to be confidential ("Confidential Information") shall be kept in strict confidence by the Party receiving such information ("Receiving Party"). The Receiving Party shall disclose such information to those persons in furtherance of the Purpose only and where such persons are bound by confidentiality agreements as stringent as the conditions mentioned herein. Information which is (a) publicly available (without breach of this Agreement); (b) freely shared by Disclosing Party without restrictions; or (c) independently developed by Receiving Party, without reliance on the Confidential Information, shall not be subject to the confidentiality provisions mentioned herein. The Receiving Party shall be bound by confidentiality obligations for the Term and for a period of three (3) years thereafter. In case of breach, the affected Party shall have the right to seek injunctive relief, which relief shall not exclude any other recourse provided by law or contract. 9.1 Security and Data Privacy: User Responsibilities: a) User shall comply with all applicable laws including laws relating to privacy and export with respect to User Content. b) By signing up to this Agreement, User consents to collection, use and disclosure of information submitted by it to Infosys ("User Content") in accordance with Infosys Privacy Policy. User is solely responsible for the development, content, operation, maintenance, and use of User Content. c) User shall take steps to maintain security of User Content which may include maintaining confidentiality of login credentials and backing up User Content on a regular basis. 9.2 Infosys Responsibilities: Infosys will take reasonable measures to secure the User Content accessed by Infosys within the Platform. Infosys expressly excludes liability with respect to loss or damage to User Content caused by any third party including WSA Provider. 10. Term and Termination: 10.1 Term - This Agreement and the rights granted hereunder shall become effective as of the Effective Date and shall continue in effect until the earlier of a)termination of the agreement between User and WSA PROVIDER or b) termination of the agreement between Infosys and WSA PROVIDER or c) Parties mutually agree to terminate this Agreement. User shall cease Use of the Platform upon such termination. In case of a breach of the terms of this Agreement by User, Infosys may terminate this Agreement with immediate effect and inform WSA PROVIDER that User is not permitted to access and/or Use the Platform. 10.2 Suspension - Infosys may suspend access to the Platform for cause at any time if User (a) violates a material obligation hereunder or under its agreement with the WSA Provider; (b) fails to make payments or makes fraudulent or unlawful payments to the WSA Provider and (c) User is deemed bankrupt, insolvent, a receiver is appointed by a court of law, initiates voluntary winding up proceedings or involuntary winding up proceedings are not dismissed within six (6) calendar months of filing. Suspension shall extend till such time as WSA Provider and Infosys may deem necessary for investigation. 10.3 Consequences of termination or expiration (as applicable) - (a) User shall pay all outstanding fees on or before the date of termination or expiration of this Agreement or the agreement with the WSA Provider, whichever is earlier; (b) the Parties shall return all Confidential Information and certify such return within thirty (30) days of date of termination or expiration; and (c) all Use rights to the Platform and Documentation shall cease on the date of termination or expiration and User must return / destroy (as instructed by Infosys) all originals and copies of the Platform and Documentation. 11. Miscellaneous Clauses: This Agreement is governed by the laws of Texas with the courts at Texas having jurisdiction for any disputes hereunder. This Agreement and attached Schedules constitutes the entire agreement in relation to the subject matter hereof and replaces all other understandings, written or oral. In the event of a conflict between the provisions of the main Agreement (i.e. Section 1 - 13) and the Schedule, the provisions of the main Agreement shall prevail. If any provision of this Agreement is deemed unenforceable then the remaining provisions shall be held valid and enforceable with the unenforceable provision either reduced to best reflect the intent of the Parties or carved out of this Agreement if unable to reduce its illegality. The User shall not assign this Agreement without the prior written consent of Infosys. No amendment or modification of this Agreement is permitted unless signed by the authorized representatives of the Parties. Headings used herein are for convenience only and not intended to affect the interpretation of the Sections. All notices and other communications made or required to be given under this Agreement shall be in writing and shall be deemed given upon receipt when sent through (a) certified postage mail, (b) personal service, or (c) fax with receipt acknowledged to the address specified below: Infosys: Global Head of Platforms Infosys Limited, 4009 Miranda Ave. Ste#100, Palo Alto, CA 94304 with a copy to Legal Department at Electronics City, Hosur Road, Bangalore - 560100. Infosys shall be under no liability to the User in respect of anything which, apart from this provision, may constitute breach of this Agreement arising by reason of force majeure, namely, circumstances beyond the reasonable control of Infosys. Failure or neglect by either Party to enforce at any time any of the provisions hereof shall not be construed nor shall be deemed to be a waiver of that Party's rights hereunder nor in any way affect the validity of the whole or any part of this Agreement nor prejudice that Party's rights to take subsequent action. Obligations which by their nature would continue beyond the termination, cancellation or expiration of this Agreement shall survive termination, cancellation or expiration of this Agreement including without limitation Sections 1, 2.1 (restrictions only), 2.2, 2.3, 3, 4.2, 4.3, 5 (disclaimer of warranties only) and Sections 6 to 13. 12. Export Compliance: User shall not provide any information, technology or materials ("Materials") which is subject to applicable export / import laws, regulations and ordinances unless User has the appropriate approvals, consents or permissions from the applicable regulatory, statutory or administrative authorities and have informed Infosys in advance prior to sharing such Materials. 13. Audit: User shall permit Infosys or its appointed external auditor to audit the usage of the Platform by the User (including third parties gaining access to the Platform hereunder) to verify compliance with the terms of this Agreement at any time with reasonable prior intimation to the User. In case of any unauthorized usage of the Platform by the User, Infosys reserves the right to charge User additional fees. PRIVACY DISCLAIMER This Privacy disclaimer is being made pursuant to the Terms of Use in your capacity as a User ("You" or "Your"), through Amazon Web Services ("AWS"), in relation to the Infosys Information Platform (hereinafter referred to as ("IIP") for all the versions of IIP accessible through various devices like Desktops, Laptops, Smartphones, Tablets etc., executed between Infosys Public Services & its affiliates ('Infosys'), a company incorporated in the United States of America hereinafter referred to as ""Infosys", "we", "us" or "our") and You This disclaimer is only applicable to the usage & services offered by IIP. By accessing or using the application, you consent to the probable collection, use and disclosure of personal information during application error handling by Infosys. Infosys may request additional data, including access to data which may contain personal information to rectify the errors or issues. Under certain cases, such as issues that are especially difficult to resolve, Infosys may request access to certain modules of application such as data store configuration, role management configuration, access control configuration, database etc., which may contain personal information (in aggregated or non-aggregated form) It is also possible that Personal Information may be available in the application memory or in the data collected during issue handling, but Infosys does not use it to identify any individual. You can review the data and choose not to share it with Infosys. Use of Information: Data we may request from You, will be used for diagnosing and solving application related issues and to improve this and other Infosys software and services, only. Important Information: For more details on how personal information is collected, processed, retained & disclosed, please refer to the Privacy Statement of your employer. Neither Infosys nor their affiliates represents or endorses the quality of the information or other services provided by AWS or Your employer as a result of using IIP. Infosys shall not be liable for any loss, effect, reaction or subsequent result of your use of IIP. You hereby acknowledge that any reliance upon any information shall be at Your sole risk. Infosys believes that any personal information received from You or Your employer's end customers is collected with appropriate consent as per applicable privacy and data protection laws and Infosys shall not be liable for the same. SCHEDULE A 1. Infosys Information Platform (IIP) Version offered through this Agreement: Infosys Information Platform, Release (as listed on the WSA Provider Website) 2. Infosys Information Platform (IIP) Description: The Infosys Information Platform is a software platform and an existing intellectual property of Infosys. The Platform contains: a. Software that will help in easy installation of open source software components (Apache Hadoop components such as HDFS, YARN, Hive, and other open source components), b. Enhanced version of open source software components such as Apache Spark & Sqoop (which are referred as Infosys Provided OSS), and c. Software that provide a visual interface (Graphical User Interface) for setting up data sources, ingesting data (one time, scheduled incremental loads, and real-time data ingestion), monitoring the progress and status of data ingestion and completion, modeling relationships between data ingested into the platform, analyzing them through queries and data science algorithms. 3. Infosys Information Platform (IIP) Modules: a. Data Source Module - Consisting of sub-modules: Data Source Management, Data Source Monitoring b. Data Science Module - Consisting of sub-modules: Data Explorer, Data Model Management, (Data Model) Activation History, and R Studio (for data science) c. Administration Module (for specific user groups) - Consisting of sub-modules: Workspace Management, Data Store Configuration, Data Source Type Management, Access Configuration, and User Role Configuration 4. Support Provisions - As mentioned in Schedule B 5. Location/territory: As signed up by a User on the WSA website. 6. (A) Infosys Provided OSS : The following is the list of software that are either open source software modified / enhanced by Infosys, or Infosys Developed IIP Components (not open source), that shall be provided to User as part of the software license subject to the terms of this Contract and applicable license terms associated with these components: Components * Apache Spark, Apache Sqoop, Azkaban, Continuent-tools-hadoop, Tungsten (Custom Modifications on the Open Source Component made by Infosys) * Text Analytics Add-on (Set of Algorithms build by Infosys for Text Analytics, Infosys Developed IIP Component, for which license to use is granted under the terms of this agreement) * IIP War, IIPNLP (Not an open source software. Infosys built accelerator for quick installation of The Platform & a set of graphical user-interfaces that help in data source configuration, data ingestion & monitoring, visual data modeling, and scheduling the various jobs. Infosys Developed IIP Component, for which license to use is granted under the terms of this agreement) (B) Third Party Components: The following components are commonly used with Platform, and it supports the use of interactions with these components for Use, subject to the applicable terms and conditions set forth in section 4.2 of this Agreement. Components (a) JDK (b) MYSQL (c) R-Studio (d) R-Server The following open source components will be downloaded from the internet at the time of installation of IIP. These are not redistributed by Infosys. Components 1. Apache Hadoop 2.7.1 2. Apache Quartz 2.2.1 3. Apache Hive 0.14.0 4. Apache Tomcat 8.0.33 5. Apache Shiro 1.2.3 6. Apache Spring 4.1.3 7. Hibernate 4.3.8 8. Kerberos 5 9. Apache Yarn 2.7.1 10. Twitter 4J 4.0.2 11. Zeppelin 0.5.5 12. Hipi 2.0 13. Kafka 2.11-0.8.2.1 14. Ambari 2.1.0 15. Apache Solr 5.2.1 16. Python 2.7.11 17. PostgreSQL 9.5 18. zookeeper 3.4.6 7. Platform Availability: Subject to the terms set forth herein this agreement, and hardware availability of 100%. The Platform availability is set to 99%. The said availability shall not apply to issues caused by - (1) Overall Internet congestion, slowdown, or unavailability (2) Force majeure events, or circumstances beyond the reasonable control of Infosys (3) Actions or inactions of User or third parties beyond the control of Infosys (4) A result of User hardware or third-party computer hardware, software, or network infrastructure not within the sole control of Infosys (5) Any Scheduled infrastructure maintenance (6) Platform upgrades and patches which may require certain downtime in addition to any scheduled maintenance. 8. Documentation: These are made available on the WSA order website or on request to the support email id. a. IIP Release Document pursuant to the release b. IIP How-to-guide 9. Maintenance services: These are made available on the WSA order website or on request to the support email id. In-Scope for Maintenance: 1. Fixes to any bugs / functionality issues reported on the Infosys Information Platform (IIP), including the open source components distributed (refer to the list of Open source components supported). 2. Issues shall be reported using JIRA with the user credentials provided to the User, and shall be responded in accordance with the severity and response timeline pursuant to support provisions contained in Schedule B. 3. Provision of ready-to-deploy patches on the Infosys Information Platform (IIP) 4. Availability of enhancements and additional features that will be built on the platform (this can be referred to the Roadmap document) Out-of-Scope for Maintenance: 1. Provision of hardware infrastructure for hosting the platform & maintenance associated with such hardware are out of scope. 2. Telephone / chat based help-desk based maintenance support is not in scope. 3. Deployment of upgraded versions of the Platform software & patches are out of scope (shall be availed as additional chargeable services on a need basis) 4. Data ingestion, data modeling, and data science services are out of scope of this engagement and shall be availed as separate services for applicable fees. 5. Switching on / switching off nodes on an ongoing basis etc. are out of scope. 10. Maintenance services: These are made available on the WSA order website or on request to the support email id. Notwithstanding the foregoing, Infosys shall not be obligated to provide support services in the following circumstances: (1) User is not current in its payments to the WSA Provider, (2) nodes subscribed outside of WSA (3) Infosys will not be responsible for supporting you in those circumstances, which include, among other things: (i) someone (other than Infosys representatives) modifying any settings on the Core Platform; (ii) changing your operating system or environment in a way that adversely affects the Platform or its performance; (iii) using the Platform in a manner for which it was not designed, or other than as authorized under this Agreement; or (iv) accident, negligence, or misuse of the Platform. Infosys will provide support for a given version of the Software for a year from the date of its commercial release. If User requires support for earlier versions of the Platform, it has to be mutually agreed and under a separate work order. Any additional service which involves an engineer supporting for work over the Release, Upgrade, and Patch is not under the purview of the support, and needs to be mutually agreed under a separate work order. SCHEDULE B Infosys Information Platform Support Provisions Infosys will provide support and respond to issues reported by User as set forth herein. This covers support on Bug Fixes on Platform, Updates and/or Upgrades (defined below) as necessary and shall be made available to the User via WSA as and when available. 1. DEFINITIONS "Bug" means a problem with Platform to the extent that it fails to comply with the applicable Documentation provided. "Major Release" means a release of the Software that provides significant new or additional features and/or functions. Major Releases are designated by Infosys as a change in the ones digit of the software version number [(x).x.x]. "Upgrade" means an incremental release of the Software that provides maintenance fixes and additional features. Upgrades are designated by Infosys as a change in the tenths digit(s) of the software version number [x.(x).x]. "Patch" means an incremental release of the Platform that provides maintenance fixes and may provide additional features. Updates are designated by Infosys as a change in the digit(s) to the right of the tenths digit of the Platform version number [x.x.(x)]. Issue Prioritization and Working Methodology 2. Priority Definitions: To ensure that all issues are reported in a standard format, the parties have established the following Error definitions. These definitions will assist both parties in allocating the appropriate resources to resolve Errors. 3. Notification Mechanism: Both parties agree to the notification procedures stated in the chart below according to the priority level assigned to the issues. *Response Time - The time begins when User calls Infosys to report through JIRA and JIRA is created on appropriate category. User can expect a response to begin case resolution during this time. Level Classification Initial Response Time Priority 1 Critical 1 Hour Priority 2 Major 4 Hours Priority 3 Minor 8 Hours Priority 4 Minor 24 Hours 4. Notification Mechanism: Infosys shall make support available 24 hours a day, 7 days a week, excluding on holidays observed by Infosys for Priority 1 tickets. For all other tickets, Infosys shall make support available 24 hours a day, 5 days a week, excluding on holidays observed by Infosys. 5. How to Contact Support: If the User subscribes to IIP for production usage, User would be given a JIRA ID to log an incident and the response would be as set out in Section 3 of this Schedule B. User is expected to classify incident based severity / impact definition as mentioned in the aforesaid and description to mention details such as Query / Defect / New Feature Request / Enhancement / Release Request and any additional details which would help support desk classify and prioritize the support. Support is not available for Proof of Concepts, Evaluation or general use. If support is required during such instances, Infosys may upon User's request look into alternative mechanisms. 6. How to get access to Support: Once IIP setup is complete using AWS marketplace One-Click Install, User may send a request for activation of support on his subscription with adequate details to IIPAWS_Support@infosys.com and we shall process the same in 24 to 48 hours of time. Our support team shall offer the JIRA ID, How to Guide details, and additional business services support details, which you may wish to avail the same during the term.