<p align="center"><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;"><strong><span id="docs-internal-guid-fd831e07-7fff-7628-989f-258d45a632c4"><span style="background-color: transparent; font-variant-numeric: normal; font-variant-east-asian: normal; vertical-align: baseline; white-space: pre-wrap;"><Exhibit X><br /></span></span></strong><strong><span id="docs-internal-guid-fd831e07-7fff-7628-989f-258d45a632c4"><span style="background-color: transparent; font-variant-numeric: normal; font-variant-east-asian: normal; vertical-align: baseline; white-space: pre-wrap;"><Item Name></span></span></strong></span></p> <p dir="ltr" style="line-height: 1.38; margin-top: 0pt; margin-bottom: 0pt;"><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;"><strong><span style="color: #000000; background-color: transparent; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">1. Executive Summary</span></strong></span></p> <p><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;">Client desires Professional Services from Gainsight to set up Relationships using the Business Modeler functionality as outlined in Section 3 of this Exhibit.</span></p> <p><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;"><strong><span style="color: #000000; background-color: transparent; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">2. Roles and Responsibilities</span></strong></span></p> <p dir="ltr" style="line-height: 1.3800000000000001; margin-top: 0pt; margin-bottom: 0pt;"><span style="font-size: 9pt; font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">The typical roles and responsibilities needed to fulfill the scope of Professional Services under this Exhibit are as follows:</span></p> <p dir="ltr" style="line-height: 1.3800000000000001; margin-top: 0pt; margin-bottom: 0pt;"> </p> <table style="border-collapse: collapse; width: 100%; height: 260px;" border="1"> <tbody> <tr style="height: 22px;"> <td style="width: 20%; height: 22px;"><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;"><strong>Gainsight Roles</strong></span></td> <td style="width: 80%; height: 22px;"><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;"><strong>Responsibilities</strong></span></td> </tr> <tr style="height: 43px;"> <td style="width: 20%; height: 43px;"><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;">Solutions Architect</span></td> <td style="width: 80%; height: 43px;"><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;">The Solutions Architect is responsible for designing the configuration solution and creating a prescriptive plan using the Gainsight Subscription Services purchased to maximize business value. </span></td> </tr> <tr style="height: 65px;"> <td style="width: 20%; height: 65px;"><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;">Technical Architect</span></td> <td style="width: 80%; height: 65px;"><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;">The Technical Architect is responsible for technical expertise and configuration. This individual aligns the setup and configuration of Subscription Services to the scope of this Exhibit and in accordance with the design.</span></td> </tr> </tbody> </table> <table style="border-collapse: collapse; width: 100%;" border="1"> <tbody> <tr> <td style="width: 20%;"><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;"><strong>Client Roles</strong></span></td> <td style="width: 80%;"><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;"><strong>Responsibilities</strong></span></td> </tr> <tr> <td style="width: 20%;"><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;">Executive Sponsor</span></td> <td style="width: 80%;"><span style="font-size: 9pt; font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif;">The Executive Sponsor is the Client sponsor and strategic point of contact for the Project and is responsible for setting the charter of the project. The Executive Sponsor should be a VP or C-level executive and will be a key member of the Steering Committee, the governance system comprising key stakeholders from Gainsight and Client. The Executive Sponsor is the Client sponsor for the Project.</span></td> </tr> <tr> <td style="width: 20%;"><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;">Project Lead</span></td> <td style="width: 80%;"><span style="font-size: 9pt; font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif;">The Project Lead acts as the main point of contact at the Client, and is responsible for driving the definition of use cases, business requirements, and ensuring the delivery of scope as outlined in this Exhibit. The Project Lead will be a member of the Steering Committee, and will co-lead with the Gainsight Project Manager. The Project Lead will be responsible for ensuring client-owned activities are completed. The Project Lead will be responsible for securing or providing sign-off on the Design and Launch phases of the project.</span></td> </tr> <tr> <td style="width: 20%;"> <p><span style="font-size: 9pt; font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif;">Business Unit Lead</span></p> </td> <td style="width: 80%;"><span style="font-size: 9pt; font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif;">The Business Unit Lead is responsible for representing the interests of the team who will be using Gainsight and helping define Project outcomes. The Business Unit Leader should be Director or higher. The Business Unit Leader will be a member of the Steering Committee.</span></td> </tr> <tr> <td style="width: 20%;"><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;">CRM Admin / IT Lead</span></td> <td style="width: 80%;"><span style="font-size: 9pt; font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif;">The CRM Admin / IT Lead acts as a technology liaison and support for installation and or technical configuration of Client systems as needed and helps determine ownership of ongoing internal support. This role should be filled by a Director-level or higher and may also embody functions of role below.</span></td> </tr> <tr> <td style="width: 20%;"><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;">Data Leads</span></td> <td style="width: 80%;"><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;">The Data Lead(s) is the subject matter expert (SME) on data sources and structure.<br />This role will have the ability to query and extract data from the source, as well as facilitate mapping and joining data across different sources.</span></td> </tr> <tr> <td style="width: 20%;"><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;">Gainsight Administrator</span></td> <td style="width: 80%;"><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;">The Gainsight Administrator will be responsible for learning the administration of Gainsight system and ongoing configuration needs. This may be filled by one of the previously noted roles.</span></td> </tr> </tbody> </table> <p dir="ltr" style="line-height: 1.3800000000000001; margin-top: 0pt; margin-bottom: 0pt;"> </p> <p dir="ltr" style="line-height: 1.3800000000000001; margin-top: 0pt; margin-bottom: 0pt;"><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;"><strong><span style="color: #000000; background-color: transparent; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">3. Functionality and Services in Scope</span></strong></span></p> <p dir="ltr" style="line-height: 1.3800000000000001; margin-top: 0pt; margin-bottom: 0pt;"> </p> <p dir="ltr" style="line-height: 1.3800000000000001; margin-top: 0pt; margin-bottom: 0pt;"><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt; white-space: pre-wrap;">The specific Professional Services scope to be completed for this Exhibit are listed below.</span></p> <p dir="ltr" style="line-height: 1.3800000000000001; margin-top: 0pt; margin-bottom: 0pt;"> </p> <table style="border-collapse: collapse; width: 100%; height: 486px;" border="1"> <tbody> <tr style="height: 18px;"> <td style="width: 8.37474%; height: 18px; vertical-align: top;"><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;"><strong>Area</strong></span></td> <td style="width: 43.1811%; height: 18px; vertical-align: top;"><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;"><strong>Task</strong></span></td> <td style="width: 23.2697%; height: 18px; vertical-align: top;"><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;"><strong>Client Responsibility</strong></span></td> <td style="width: 19.1461%; height: 18px; vertical-align: top;"><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;"><strong>Gainsight Responsibility</strong></span></td> </tr> <tr style="height: 19px;"> <td style="width: 8.37474%; height: 126px; vertical-align: top;" rowspan="3"><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;">Project Governance</span><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;"><br /></span></td> <td style="width: 43.1811%; height: 10px; vertical-align: top;"> <p dir="ltr"><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;">Project Kickoff </span></p> <ul> <li><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;">One 30-minute session to kickoff project, introduce teams, and align on next steps</span></li> </ul> </td> <td style="width: 23.2697%; height: 10px; vertical-align: top;"><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;">Attend the session and coordinate with Gainsight to schedule sessions for next steps.</span></td> <td style="width: 19.1461%; height: 10px; vertical-align: top;"><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;">Solution Architect to lead the kickoff session, schedule next sessions, and communicate next steps.</span></td> </tr> <tr style="height: 91px;"> <td style="width: 43.1811%; height: 52px; vertical-align: top;"> <p><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;">Project Status Email</span></p> <ul> <li><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;">Status email sent to Client Project Team every two weeks</span></li> </ul> </td> <td style="width: 23.2697%; height: 52px; vertical-align: top;"><span id="docs-internal-guid-bad3b7ec-7fff-61f1-3141-0d56cb64ceb5" style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;"><span style="background-color: transparent; font-variant-numeric: normal; font-variant-east-asian: normal; vertical-align: baseline; white-space: pre-wrap;">Client Project Lead to review and acknowledge the status emails.</span></span></td> <td style="width: 19.1461%; height: 52px; vertical-align: top;"><span id="docs-internal-guid-437cb89a-7fff-7ed8-e0cd-8cda16960210" style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;"><span style="background-color: transparent; font-variant-numeric: normal; font-variant-east-asian: normal; vertical-align: baseline; white-space: pre-wrap;"><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;">Solution Architect</span> to create status updates and send.</span></span></td> </tr> <tr style="height: 113px;"> <td style="width: 43.1811%; height: 64px; vertical-align: top;"> <p dir="ltr"><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;">Project Close </span></p> <ul> <li dir="ltr" role="presentation"><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;">One 30-minute session to close the project</span></li> </ul> </td> <td style="width: 23.2697%; height: 64px; vertical-align: top;"><span id="docs-internal-guid-bad3b7ec-7fff-61f1-3141-0d56cb64ceb5" style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;"><span style="background-color: transparent; font-variant-numeric: normal; font-variant-east-asian: normal; vertical-align: baseline; white-space: pre-wrap;">Project Team to attend the session.</span></span></td> <td style="width: 19.1461%; height: 64px; vertical-align: top;"><span id="docs-internal-guid-437cb89a-7fff-7ed8-e0cd-8cda16960210" style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;"><span style="background-color: transparent; font-variant-numeric: normal; font-variant-east-asian: normal; vertical-align: baseline; white-space: pre-wrap;"><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;">Solution Architect</span> to schedule and lead the session.</span></span></td> </tr> <tr style="height: 47px;"> <td style="height: 123px; vertical-align: top; width: 8.37474%;"><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;"><span style="white-space: pre-wrap;">Design</span><span style="white-space: pre-wrap;"><br /></span></span></td> <td style="width: 43.1811%; height: 123px; vertical-align: top;"> <p dir="ltr"><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;">Design</span></p> <ul> <li dir="ltr" role="presentation"><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;">Up to four one-hour session(s) to create technical design</span></li> <li dir="ltr" role="presentation"><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;">Review final high-level design document with Client Project Team and request approval</span></li> </ul> </td> <td style="width: 23.2697%; height: 123px; vertical-align: top;"><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;">Client Project Lead to attend session(s) and to provide Design sign-off</span></td> <td style="width: 19.1461%; height: 123px; vertical-align: top;"><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;">Solution Architect to lead session(s) and create the design document.</span></td> </tr> <tr style="height: 53px;"> <td style="vertical-align: top; width: 8.37474%; height: 10px;"><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;"><span style="white-space: pre-wrap;">Build</span></span></td> <td style="width: 43.1811%; height: 10px; vertical-align: top;"> <p dir="ltr"><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;">Configurations will align with the approved Design and consist of the following items:</span></p> <ul> <li><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;">Business Modeler</span> <ul> <li dir="ltr" role="presentation"><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;">1 Relationship type</span></li> <li dir="ltr" role="presentation"><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;">1 Load to Relationship rule</span></li> <li dir="ltr" role="presentation"><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;">1 Relationship 360 layout with Summary section</span></li> <li dir="ltr" role="presentation"><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;">Up to 4 reports</span></li> <li dir="ltr" role="presentation"><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;">Up to 4 automated Scorecard measures</span></li> <li dir="ltr" role="presentation"><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;">Timeline enabled</span></li> </ul> </li> </ul> </td> <td style="width: 23.2697%; height: 10px; vertical-align: top;"><span id="docs-internal-guid-b3a6a34b-7fff-65ac-82b0-a908f3253af0" style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;"><span style="background-color: transparent; font-variant-numeric: normal; font-variant-east-asian: normal; vertical-align: baseline; white-space: pre-wrap;"><span style="white-space: pre-wrap;">Client Project Team to support clarification throughout configuration. </span></span></span></td> <td style="width: 19.1461%; height: 10px; vertical-align: top;"><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;">Solution Architect and/or Technical Architect to complete configurations within Gainsight aligned to Design.</span></td> </tr> <tr style="height: 91px;"> <td style="vertical-align: top; height: 71px; width: 8.37474%;"><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;"><span style="white-space: pre-wrap;">Test</span></span><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;"><span style="white-space: pre-wrap;"><br /></span></span></td> <td style="width: 43.1811%; vertical-align: top; height: 71px;"> <p dir="ltr"><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;">User Acceptance Testing</span></p> <ul> <li dir="ltr" role="presentation"><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;">One-hour session to provide overview of UAT process and testing script</span></li> <li><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;">Up to 3 one-hour sessions per week for up to one week to review UAT feedback and issues identified</span></li> </ul> </td> <td style="width: 23.2697%; vertical-align: top; height: 71px;"><span id="docs-internal-guid-b3a6a34b-7fff-65ac-82b0-a908f3253af0" style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;"><span style="background-color: transparent; font-variant-numeric: normal; font-variant-east-asian: normal; vertical-align: baseline; white-space: pre-wrap;"><span style="white-space: pre-wrap;">Client Project Team to attend session.</span></span></span></td> <td style="width: 19.1461%; vertical-align: top; height: 71px;"><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;">Solution Architect to create script and lead session. Technical Architect to update configurations as needed if issues are identified.</span></td> </tr> <tr> <td style="vertical-align: top; width: 8.37474%;" rowspan="2"><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;"><span style="white-space: pre-wrap;">Launch</span></span></td> <td style="width: 43.1811%; vertical-align: top;"> <p dir="ltr"><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;">User Go-Live</span></p> <ul> <li dir="ltr"><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;">Client to train users on the configurations leveraging Client-created enablement materials and self-paced online End User training courses.</span></li> </ul> </td> <td style="width: 23.2697%; vertical-align: top;"><span id="docs-internal-guid-b3a6a34b-7fff-65ac-82b0-a908f3253af0" style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;"><span style="background-color: transparent; font-variant-numeric: normal; font-variant-east-asian: normal; vertical-align: baseline; white-space: pre-wrap;"><span style="white-space: pre-wrap;">Client creates training materials and delivers training. Feature-specific End User training courses available on Giansight University can supplement Client training strategy. Client owns overall launch and adoption. </span></span></span></td> <td style="width: 19.1461%; vertical-align: top;"><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;">-</span></td> </tr> <tr style="height: 135px;"> <td style="width: 43.1811%; vertical-align: top; height: 138px;"> <p dir="ltr"><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;">Post Launch Support</span></p> <ul> <li dir="ltr" role="presentation"><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;">Up to two 30-minute sessions per week during the one-week Post-Launch Support period to review and discuss issues the Client may be experiencing, and to assist with resolution of those issues as they pertain to the agreed upon design.</span></li> </ul> </td> <td style="width: 23.2697%; vertical-align: top; height: 138px;"><span id="docs-internal-guid-b3a6a34b-7fff-65ac-82b0-a908f3253af0" style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;"><span style="background-color: transparent; font-variant-numeric: normal; font-variant-east-asian: normal; vertical-align: baseline; white-space: pre-wrap;"><span style="white-space: pre-wrap;">Client Project Team to attend session(s).</span></span></span></td> <td style="width: 19.1461%; vertical-align: top; height: 138px;"><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;">Solution Architect to lead session(s).</span></td> </tr> </tbody> </table> <p dir="ltr" style="line-height: 1.3800000000000001; margin-top: 0pt; margin-bottom: 0pt;"> </p> <p dir="ltr" style="line-height: 1.3800000000000001; margin-top: 0pt; margin-bottom: 0pt;"><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;"><strong><span style="color: #000000; background-color: transparent; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">4. Functionality and Services Out of Scope</span></strong></span></p> <p dir="ltr" style="line-height: 1.3800000000000001; margin-top: 0pt; margin-bottom: 0pt;"> </p> <p dir="ltr" style="line-height: 1.3800000000000001; margin-top: 0pt; margin-bottom: 0pt;"><span style="font-size: 9pt; font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; color: #000000; background-color: transparent; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;"><span style="white-space: pre-wrap;">The following items are considered out of scope for this specific Exhibit:</span></span></p> <ul> <li><span style="font-size: 9pt; font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Data services: cleansing or enrichment</span></li> <li><span style="font-size: 9pt; font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Sandbox: installation, configuration or testing in a sandbox environment</span></li> <li><span style="font-size: 9pt; font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Business advisory services</span></li> <li><span style="font-size: 9pt; font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Onsite services</span></li> <li><span style="font-size: 9pt; font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Custom training</span></li> <li><span style="font-size: 9pt; font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Edits or adjustments to any existing configuration in the Client's Gainsight environment</span></li> <li><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;">External Data</span></li> </ul> <p dir="ltr" style="line-height: 1.3800000000000001; margin-top: 0pt; margin-bottom: 0pt;"><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;"><strong><span style="color: #000000; background-color: transparent; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">5. Assumptions</span></strong></span></p> <p dir="ltr"><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;">In addition to any other responsibilities or duties described in this Exhibit, set forth below is a list of the obligations for which Client is responsible, conditions on Gainsight’s performance, and assumptions upon which Gainsight has relied in agreeing to perform the Professional Services described in this Exhibit (collectively “Client’s Obligations”). If any Client Obligations are unfulfilled or inaccurate, change orders and increased fees may be required in order to proceed with the Project.</span></p> <ul> <li dir="ltr" role="presentation"><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;">The Client holds primary responsibility for data quality of sufficient standards to achieve Client goals.</span></li> <li dir="ltr" role="presentation"><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;">The Client will provide all data, systems and connectivity necessary for Gainsight to perform its obligations under <span style="font-size: 9pt; font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">this Exhibit</span>.</span></li> <li dir="ltr" role="presentation"><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;">The Client will provide Gainsight with administrator access to each Gainsight environment required to support the defined scope.</span></li> <li dir="ltr" role="presentation"><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;">The Client will provide a resource(s) that is knowledgeable of their data, data mapping, and data flow. </span></li> <li dir="ltr" role="presentation"><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;">Client will provide a mapping of a unique, immutable identifier for Client records to be joined with the Account ID or Contact ID for any data coming from an external system. </span></li> <li dir="ltr" role="presentation"><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;">All data required to support the scope is already available within the CRM or is outlined in Section 3 as External Data Integration. All data is assumed to be in a usable state which does not require additional aggregations or manipulations within Gainsight. If additional scope is required for configurations to support external data integration or additional aggregation or data manipulation, then a change order may be executed which may increase the project fees and timeline.</span></li> <li dir="ltr" role="presentation"><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;">The Client will not require any additional security, policy or onboarding requirements of Gainsight personnel in order to kickoff or continue performance of this Project at any stage. </span></li> <li dir="ltr" role="presentation"><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;">The scope of this engagement will be no longer than the estimated weeks outlined in Section 7 of this SOW and activities will occur in a contiguous fashion as part of a single phase project. In the event Client causes or creates any variance to the Project that requires additional Gainsight efforts such as extended timeline or additional project phase(s), additional fees and expenses may be required under a mutually agreed upon Change Order.</span></li> <li dir="ltr"><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;">Gainsight will work with 1 production environment.</span></li> <li dir="ltr"><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;">All work items outlined in Section 3 of this Exhibit are additive to the Client's existing Gainsight environment at time of kickoff unless explicitly stated otherwise. A change order may be mutually executed, which may increase the project fees and timeline, if edits or adjustments to the existing configurations are determined to be required at the time of Design Sign-off.</span></li> </ul> <p dir="ltr" style="line-height: 1.3800000000000001; margin-top: 0pt; margin-bottom: 0pt;"><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;"><strong><span style="color: #000000; background-color: transparent; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">6. Completion Criteria</span></strong></span></p> <ul> <li dir="ltr" role="presentation"><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;">Design Document is approved</span></li> <li dir="ltr" role="presentation"><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;">Testing is completed</span></li> <li dir="ltr" role="presentation"><span style="font-family: Calibri, Candara, Segoe, 'Segoe UI', Optima, Arial, sans-serif; font-size: 9pt;">Post-launch support plan is completed</span></li> </ul>
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