GNOSIS SYSTEM SUPPORT AGREEMENT (SSA)

(Standalone Agreement – Requires Active Gnosis Subscription)

This Gnosis System Support Agreement (“SSA”) is entered into between Connect4 (“Connect4”) and the subscriber identified on the applicable Order Form (“Subscriber”).

This SSA is a standalone agreement. It requires and is dependent upon an active and current Gnosis Subscription Service Agreement between the parties (the “Subscription Agreement”). If the Subscription Agreement terminates for any reason, this SSA automatically terminates on the same date.

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1. Purpose of the SSA

The SSA provides enhanced consulting, training, customization, and account management services designed to help Subscriber maximize the value of the Gnosis system.

The SSA is intended to:

• Support onboarding and training of new or existing staff.
• Provide consultation regarding reporting, queries, forms design, and web portal configuration.
• Assist with implementation of new or modified processes.
• Help deploy newly released or previously unimplemented Gnosis features.
• Offer proactive system improvement guidance.
• Provide priority access to Connect4 consulting personnel.
• Extend implementation-style support beyond the initial onboarding period.

The SSA is distinct from standard support included in the Subscription Agreement.

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2. Difference from Standard Support

Standard support under the Subscription Agreement includes resolution of issues and responses to routine “how-to” questions.

The SSA provides additional value-added services, including but not limited to:

• Custom reports, queries, schemas, and forms.
• Web page customization and additions within the Gnosis portal.
• Process design and improvement consultation.
• Training planning and recorded training libraries.
• Strategic system usage planning.
• Ongoing advisory and development consultation.

The SSA is not intended to cover major software development projects, extensive new feature creation, or material product modifications. Such work may require a separate written Statement of Work (“SOW”).

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3. Support Levels

Subscriber selects one of the following support levels. Current pricing for each level is published on the official Connect4 Support Center and is incorporated herein by reference.

Plan Level	Monthly Meeting Time (Minutes)	Included Support Hours/Month	Discount on Additional Hours
Bronze	15	0.5	10%
Silver	20	1.0	20%
Gold	25	1.5	25%
Platinum	30	2.5	30%

The standard consulting rate is as published on the official Connect4 Support Center. Under an active SSA, additional hours may be purchased at the discounted rate corresponding to the selected level.

3.1 Hour Tracking

• Consulting time is tracked in 30-minute increments.
• Included hours cover both working time and scheduled meeting time.
• Connect4 will notify Subscriber before exceeding included hours.
• Any overages require Subscriber’s pre-approval.
• Approved overages will be invoiced upon completion of the work or monthly, whichever occurs first.

3.2 Carry Forward

Unused support hours may be carried forward for one (1) month only.
Unused hours expire after the following month.
Unused hours may not be waived, refunded, or extended.

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4. VIP Account Management Services

Each SSA level includes:

1. Priority scheduling access to consulting calendars.
2. Proactive recommendations for system improvements.
3. Access to the assigned account executive via email and phone.
4. A recurring monthly review meeting (duration based on plan level).

Response timing is based on priority scheduling and availability but does not constitute a guaranteed service level commitment.

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5. Term and Renewal

5.1 Term

The SSA may be purchased for:

• Six (6) months, or
• Twelve (12) months.

Payment may be made monthly, semi-annually, or annually as specified in the Order Form.

5.2 Auto-Renewal

Unless Subscriber provides written notice of non-renewal prior to expiration, the SSA will automatically renew for an equivalent term.

SSA levels may be changed at the end of a 6- or 12-month term.

5.3 Pricing

Pricing is locked for the duration of the selected term based on the published pricing in effect at the time the SSA is executed.
Pricing for renewal terms may be updated in accordance with the then-current published schedule prior to renewal.

5.4 Early Termination

If the Subscription Agreement terminates for any reason, this SSA automatically terminates.

If Subscriber terminates this SSA prior to expiration:

• All fees remain non-refundable.
• Subscriber remains responsible for all fees due for the remainder of the committed term.

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6. Fees and Payment

SSA fees are billed according to the selected payment schedule and the pricing published on the official Connect4 Support Center at the time of execution.

All SSA fees are:

• Non-refundable
• Non-cancelable during the committed term
• Exclusive of applicable taxes

Overage consulting charges are due upon invoicing.

Failure to pay SSA fees may result in suspension of SSA services without affecting the underlying Subscription Agreement.

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7. Scope Limitations

The SSA does not include:

• Major new software development
• Creation of new core product features
• Large-scale integrations
• Significant architectural modifications

Connect4 may require a separate written SOW for projects outside the reasonable scope of ongoing system support.

Connect4 retains discretion to determine whether requested work falls within SSA scope.

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8. Intellectual Property

All reports, queries, forms, configurations, customizations, training materials, and other deliverables developed under the SSA that operate with or in conjunction with the Gnosis system remain the exclusive property of Connect4.

Subscriber receives a non-exclusive right to use such deliverables within its licensed Gnosis environment during the term of its Subscription Agreement.

Nothing in this SSA transfers ownership of Gnosis technology or derivative materials.

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9. Liability

Connect4’s total aggregate liability under this SSA shall not exceed the lesser of:

• The total amount paid by Subscriber under this SSA for the specific work giving rise to the claim, or
• The total amount paid under this SSA during the period in which the services giving rise to the claim were provided.

In no event shall either party be liable for indirect, consequential, incidental, or special damages.

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10. Relationship to Subscription Agreement

This SSA is independent but dependent upon an active Subscription Agreement.

Except as expressly stated herein:

• All applicable provisions of the Subscription Agreement remain in full force and effect.
• In the event of conflict, the Subscription Agreement governs with respect to the Gnosis system itself, and this SSA governs with respect to enhanced support services.

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11. General

This SSA constitutes the entire agreement regarding enhanced support services and supersedes prior discussions concerning such services.

This SSA may be amended only in writing signed by both parties.

This SSA shall be governed by California law.

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12. Acceptance of Terms

This SSA is published on the official Connect4 Help Center as a standard form agreement governing Gnosis System Support services.

Subscriber’s purchase of a Gnosis System Support Agreement, including payment of any SSA-related charges, constitutes Subscriber’s acceptance of and agreement to be bound by the terms and conditions set forth herein. No separate signature is required for this SSA to be effective.

Connect4 reserves the right to update this SSA from time to time. Updated versions will be effective upon publication and shall apply to renewal terms unless otherwise stated.