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7.3 Hours of Operation <br /> Customer Support hours of operation (Business Hours) are: <br /> • Monday to Friday,9:00am-6:00pm ET** <br /> • **24x7 Support available for Sev 1 (Down/Urgent) issues. <br /> 8. Assumptions <br /> 8.1 Customer Participation <br /> Every successful implementation requires adequate participation from the Customer. Although First Due <br /> is ultimately responsible for deliverables in the SoW, Customer agrees to attend the necessary calls and <br /> complete required preparatory work in order to help drive the project forward.At a minimum, Customer <br /> resources will be required for one (1) hour per week for meetings, and half an hour to one (0.5-1) hour of <br /> prep work per week by one or multiple individuals.Customer understands the importance of ensuring the <br /> correct Customer resources are available when required. <br /> 8.2 Statement of Work Expiration <br /> Excluding significant delays caused by the First Due team, this SOW will expire within twelve (12) months <br /> of the Subscription Start Date as detailed in Exhibit A. In situations where the project is delayed for no fault <br /> of either party, First Due agrees to extend the term,only if there is an agreed plan to complete the project <br /> within the extension period. Note the term expiration does not apply to Section 6 & 7 above and will not <br /> impact First Due's ability to support the Customer post go-live. <br /> 8.3 Best Practice and Standard Workflow <br /> First Due intends to meet the organizational needs of the Customer and their respective software <br /> requirements by configuring the Purchased Products to closely align with existing workflows.Although First <br /> Due is incredibly flexible, there may be times when First Due recommends using standard functionality or <br /> best practice to ensure a timely implementation, and simplification of current process. These workflows <br /> may differ from Customer existing workflows. Customer understands the importance of collaboration to <br /> achieve the ultimate goal of successfully adopting the Purchased Products and is aware there may be <br /> changes to existing workflow to accomplish this. <br /> 8.4 Go-live Requirements&Gaps <br /> Over the course of the Implementation, both parties may uncover functionality gaps in the Purchased <br /> Products. Some of these gaps may have a material impact on the ability to implement or adopt the <br /> product. Gaps of this nature, deemed Go-Live Requirements,will be prioritized to ensure a timely go-live <br /> and project completion.However,in the case that certain features are not complete before go-live,they <br /> will be added to module and system signoffs as exceptions and will be completed within an agreed upon <br /> timeframe. <br /> First Due Agreement for Services,Feb 2026 Page 13 of 14 <br />