Professional Services Order Additional Terms and Conditions for Technical Services (also referred to as Professional Services) Unless agreed in writing otherwise, all prepaid Technical Services shall be considered earned on the twelve-month anniversary of the applicable Order date and shall not be subject to any refund. Any onsite days will be deemed to be 8 working hours and will be conducted at a Customer location agreed to by the parties. Standard business hours are defined as weekdays from 8:30 a.m. to 5:30 p.m. in the time zone in which the Demandbase resources reside, excluding Demandbase-observed holidays. Customer will designate a business lead to communicate with Demandbase and act on Customer’s behalf regarding every Technical Service engagement (“Customer Lead”). The Customer Lead’s shall use all reasonable efforts to provide information, data, and decisions within three (3) working days of Demandbase’s request unless Customer and Demandbase agree in writing to a different response time. Customer shall: Obtain all approvals and enable access necessary for Demandbase to access and use Customer’s resources and systems to the extent necessary for Demandbase to provide Technical Services; Make suitable staff, information, and materials available as Demandbase reasonably requires. Demandbase will not be liable for any damage or delay arising from inaccurate, incomplete, or otherwise defective information and materials supplied by or on behalf of Customer; Be responsible for agreements with, management of, and the input and work of third parties whose work may affect Demandbase’s ability to provide Technical Services; Be solely responsible for all third-party hardware, software or communications equipment used in connection with the Technical Services; Be responsible for the content of all data, the selection and implementation of controls on its access and use, backup and recovery and the security of the stored data. This security will also include any procedures necessary to safeguard the integrity and security of software and data used in the Services from access by unauthorized personnel; Participate in the creation of any agenda for the engagement and agree to a final agenda prior to the start of day 1; and Provide content and program related materials for review as necessary.
