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SUPPORT AND ENHANCEMENT SERVICES

1. Support and Enhancement Services

This Support and Enhancement Services Exhibit sets forth the terms and conditions pursuant to which Radiant shall provide Customer with certain

support and enhancement services for the Software (“Support and Enhancement”).

2. Definitions

2.1 Support Release. A “Support Release” of the Software shall mean any Update Releases and Versioned Releases that are made generally

available to Radiant’s general client base as an Update Release or Versioned Release in Radiant’s sole discretion.

2.2 Update Release. An “Update Release” shall mean bug fixes and patches intended to correct Errors. Update Releases are denoted by a

change to the numbers to the right of the second decimal point (e.g., v1.1.1 to v1.1.2).

2.3 Versioned Release. “Versioned Release” shall mean releases containing minor enhancements. Versioned Releases are denoted by a change

to the number to the right of the decimal point (e.g. v1.1 to v1.2).

2.4 New Product Release. A “New Product Release” shall mean any release of the software that is not a Support Release.

2.5 Errors. “Errors” are reported problems that (i) prevent the Software from conforming in material respects to applicable Documentation, and

(ii) are replicated and diagnosed by Radiant as defects in the Software.

3. Delivery of Enhancements

3.1 Support Releases. Radiant shall provide Customer with Support Releases of the Software as set forth below.

3.2 Delivery. Radiant shall notify Customer of all Support Releases of the Software upon such Support Release being made generally available

to Radiant’s general customer base. Delivery to Customer of the Support Release shall be made upon request of the Customer pursuant to

Section 3 of the Agreement.

3.3 New Product Releases. New Product Releases will NOT be provided to Customer pursuant to Support and Enhancement services. Such

New Product Releases would be subject to mutual negotiation and execution of a separate Schedule and payment of an additional license fee

for such New Product Releases.

4. Support

4.1 Error Corrections. Radiant shall use commercially reasonable efforts to provide solutions, changes and corrections to the Software as are

required to correct Errors.

4.2 Support Obligations of the Parties. Radiant shall provide Level 2 Support as set forth below. Customer shall be responsible for those

Level 1 Support activities described below.

4.3 Level 1 Support. “Level 1 Support” shall mean that Customer shall provide all assistance reasonably requested by Radiant. Assistance

required by Radiant from Customer in replicating and diagnosing Errors includes, but is not limited to the following:

i) serving as the primary contact for questions by the Authorized Users and gathering information and descriptions of any problem so as

to ascertain its severity;

ii) providing available resolution to issues if known;

iii) analyzing problem symptoms and gathering additional data from Authorized Users as required;

iv) recreating problems on a Customer test system and reporting the result to Radiant if such tests indicate an Error in the Software;

v) determining if a suspected error is due to (1) improper installation of the Software by the Authorized User or (2) prerequisite or

operationally related equipment or software at the location of the Software;

vi) attempting a bypass or circumvention of the suspected error; and

vii) if after performing all such Level 1 support functions, Customer finds that the suspected error appears to be in the Software, notifying

Radiant pursuant to Section 4.6 below and providing a description of the problem and all supporting documentation and materials

necessary to replicate the Error in the Software in Radiant’s development environment in Austin, Texas.

4.4 Level 2 Support Representatives. Customer shall identify exactly two (2) Authorized Users who will correspond with Radiant’s support

personnel as provided hereunder (the “Level 2 Support Representatives”). Customer agrees to provide Radiant with the names, locations,

telephone numbers and email addresses of the Level 2 Support Representatives within two (2) weeks from the applicable Schedule Effective

Date. Customer may change Level 2 Support Representatives by providing Radiant with notice either in writing or by email to Radiant’s

support personnel at support@Radiantrfid.com.

4.5 Level 2 Support. “Level 2 Support” shall mean reasonable telephone and email support in the form of advice and counsel in support of

Level 1 Support activities as well as Error corrections, all of which shall be performed pursuant to following:

(i) Level 2 Support shall be provided to the Level 2 Support Representatives only;

(ii) Level 2 Support shall be provided Monday through Friday from 8:00 AM to 6:00 PM (Central Time), exclusive of those holidays

observed by Radiant. The holidays observed by Radiant are as follows: New Year’s Day, Memorial Day, Independence Day, Labor

Day, Thanksgiving Day, the day after Thanksgiving Day, Christmas Eve and Christmas Day. Customer shall not be limited in the

number of incidents reported to Radiant; and

(iii) In the event that Customer fails to provide Level 1 Support and Radiant is required to provide such Level 1 Support, Customer shall pay

Radiant on a time and materials basis, at Radiant’s then-current rates, for Level 1 Support, and Radiant shall not be bound by the Response

Schedule below.

4.6 Contacting Radiant Support. Subject to Customer’s Level 1 Support obligations, the Level 2 Support Representative shall report Errors to

Radiant via the following contacts:

(i) Radiant’s general level support engineers via email at support@Radiantrfid.com.

(ii) For Severity 1 and/or Severity 2 Errors (as defined below), the Level 2 Support Representative shall, in addition to any notification by any

other means, notify Radiant by telephoning a support specialist. In the event the Level 2 Support Representative cannot make contact with

a Radiant support specialist, the Level 2 Support Representative shall continue their efforts to personally notify Radiant by calling the

following Radiant representatives in the order listed until a Radiant Representative is contacted in person:

a. Account Manager

b. Vice President

c. President

5. Error Classification

5.1 Severity 5 Errors. Errors that meet the following criteria:

¨ Errors that prevent all useful work from being done;

¨ material Errors in essential functions for which no non-manual work around exists; or

¨ Errors that cause a material loss of data.

5.2 Severity 4 Errors. Errors that meet the following criteria:

¨ Errors that disable essential functions but for which a non-manual work around exists;

¨ Errors that block systems test or deliverables; or

¨ Errors that violate material specifications in the Documentation.

5.3 Classification Dispute Resolution. The parties shall mutually agree to a classification based on the description of the Error. In the event

there is a dispute between the Level 2 Support Representative and Radiant regarding the classification of an Error that is not resolved within

24 hours after the report from the Level 2 Support Representative, such dispute shall be referred to Radiant’s project manager and Customer’s

project manager for resolution. In the event such personnel cannot resolve the dispute within 24 hours from the referral of the dispute to

them, the issue shall be escalated to the Customer’s Vice President and Radiant’s Customer Partner. In the event the Vice President and

Customer Partner cannot resolve the dispute within 24 hours, the dispute will ultimately be resolved by Customer’s Senior Vice President

and Radiant’s General Manager.

6. Response Times

6.1 Response Schedule. Radiant’s support specialist shall use commercially reasonable efforts to respond to Severity 1 and Severity 2 Errors in

accordance with the following Response Schedule. Such response times shall be measured from the time the Level 2 Support Representative

contacts Radiant support pursuant to Section 4.6.

Response Schedule

1st Stage 2nd Stage

Severity 5 4 business hours 1 business day

Severity 4 8 business hours 3 business days

Stage Identification

Stage 1- acknowledgment of receipt of Error report and all Level 1 support data.

Stage 2- subject to Customer’s completion of its obligations herein, commencement of work on identifying and diagnosing the problem, and

subsequent work around, temporary fix, or other temporary resolution of the Error and documentation of corrections.