1. Technical Requirements: MetaMap aims to provide its customers with a user-friendly service that enables quick user screening and verification. Customer must meet certain minimal technical requirements in order to use the Platform and Services, including:
   1. A modern web browser (such as updated versions of Google Chrome or Apple Safari)
   2. A webhook receiver (accessible by external services) [Optional]

1. Implementation Team: MetaMap will make available the following resources to assist Customer with the implementation of the Services:

   Quantity	Role	Profile	Responsibility	Time in Hours
   1	Solutions Engineer	Technical	1. Train the functional team of the Customer to use the Platform. 2. Train the Customer's technical team about how integration will occur.	2-4

2. Customer Implementation Contacts: Customer will make the following resources available to implement of the Services:

   Quantity	Role	Profile	Responsibility	Time in Hours
   1	Software Engineer	Technical	For SDK method: 1. Help incorporate MetaMap’s SDK in the Customer's web/mobile apps. For API method: 1. Help the Customer to build the user experience to obtain the desired data points 2. Help configure the Customer’s system to send the captured data to the API via HTTPS.	To be defined by Software Engineer
   1	BackEnd Software Engineer	Technical	1. Build the REST API endpoint to receive and process the verification data. 2. Help configure the webhooks to meet the Customer's business needs and environment (DB storage, notification systems, etc).	To be defined by Software Engineer
   1	Admin User	Business	Build MetaMaps in the Platform to meet the Customer’s business needs	To be defined by the quantity according to the business
   1	Platform Agent	Operational	Review, assess, and evaluate any outputs which require manual review.	To be defined according to the volume, time, and response time required

3. Implementation Process. Once the Agreement is executed, the Parties will work together in good faith on the steps below in order to ensure the Implementation Services are concluded within the Implementation Services Term included in the Proposal, in which term the Customer will not have access to the Services. Following the Implementation Services Term, Customer will pay the Fees as specified in the Agreement, regardless of any implementation or launch delays or failures that are not attributable to MetaMap’s negligent conduct.
   Customer expressly warrants that there is no material regulatory, technical, or other impairment which will impede Customer’s ability to integrate and launch the Services as intended within the Implementation Services Term. MetaMap will not be held liable should the integration not be complete within the Implementation Services Term due to Customer’s breach of this warranty. The Implementation Services will be provided according to the following schedule, to be adjusted as appropriate depending on Customer’s specific needs, availability, and readiness:
   1. Day 1 - Strategic alignment with the Customer(kickoff call): First meeting between MetaMap and the Customer’s technical team to understand Customer’s objectives and what may be required to successfully integrate the Services.

      Required attendees:

      • By MetaMap:
        1. Solution Engineer
        2. Account Executive
        3. Customer Success Manager
      • By Customer:
        1. All required decision makers
        2. Project champion (main point of contact)
        3. Technical point of contact

      MetaMap will walk Customer through the following items:

      • Account set up;
      • Platform walkthrough;
      • Integration options:
        • SDK Integration Option (walkthrough, flows configuration and implementation);
        • API Integration Option (endpoints walkthrough, input setting and calls sequence practical examples);
      • Webhook explanation (consumption examples, usage and body structure);
      • Define specific use case for the Services;
      • Define documents to be processed;
      • Define tech stack;
      • Discuss bandwidth and volume expectations and capacity;
      • Provide the Materials.
   2. Day 8/15 (approx.) - Workshops to prepare the go Live (follow-up call):

      Follow-ups on the integration tasks and launch: MetaMap will answer any questions relating to integration and testing, and answer any technical questions or concerns.

      Check-In Calls: the Parties may have as many check-in calls as needed to discuss: recap of the implementation plan, any blockers on the Customer's integration, webhooks, frameworks, testing.

      Required attendees:

      • By MetaMap:
        1. Solution Engineer
      • By Customer:
        1. Tech point of contact

      Items to be covered in Check-In Calls:

      • Review Customer’s implementation status and any roadblocks.
      • If roadblocks are identified, the parties will discuss possible solutions
      • Discuss Customer’s expected usage volumes
      • MetaMap will issue the implementation plan, to be confirmed by Customer.
      • Confirm that Customer understands how to operate the Platform.
      • Test the integration.
      • Regular communication by email throughout
      

      By the end of this phase Customer should be able to operate the Platform (invite team-members, change passwords, create flows, add users, export data, verify verifications under manual review).

   3. Day 21 (approx.) - Date of launch (Launch Call):

      Brief review of integration to prepare for a successful “Go Live” launch. Additional support sessions can be scheduled or additional requirements can be mutually agreed upon by the parties, both subject to additional fees as appropriate.

      Required attendees:

      • By MetaMap:
        1. Solution Engineer
        2. Customer Success Manager
      • By Customer:
        1. Decision Maker
        2. Main Point of Contact / Champion
        3. Tech Point of Contact

      Items to be covered in handoff call:

      • MetaMap will introduce the main point-of-contact for Customer.
      • The Parties will go through the implementation checklist created in previous calls.
      • Customer should know how to operate the Platform (invite team-members, change passwords, create flows, add users, export data, verify verifications under manual review).

1. We offer a SaaS platform that allows customers to access and use a variety of data sources to make informed decisions and assess the merits of their end users. The Platform is a shared resource used simultaneously by all MetaMap clients, and so it is critical that Customer uses the Platform responsibly to avoid impacting the experience of other customers. In this regard, Customer agrees to the following:
   1. Accounts. MetaMap can provision Customer one account for Customer in order to manage multiple product flows and variables. In the event that the Client requires additional accounts, MetaMap may establish additional terms and conditions, and additional fees may be charged.
   2. Scalable Resources. MetaMap’s platform connects customers with data and service providers around the world, and large unexpected spikes in request volumes can sometimes overwhelm these providers. Customer and MetaMap will discuss Customer’s request volume during the onboarding process, and if Customer requires volume beyond which MetaMap is able to accommodate the parties may agree in writing on additional services at additional cost. If Customer expects a significant rise in request volume (an increase of more than 2,000 (two thousand) verifications per day compared to the Customer’s regular daily verification volume), Customer must notify MetaMap at least 15 business days before such increase in volume is expected to occur to avoid impacting downstream providers and services. Without this notice MetaMap will not be able to work with these providers and services to help them prevent a disruption, and so if Customer fails to provide this notice Customer Customer expressly waives any claims against MetaMap resulting from any system malfunctions or unavailability arising out of or relating to Customer’s increased request volume.
   3. Acceptable Use. Customer must use the Platform and the Services in compliance with the Materials, including MetaMap’s Acceptable Use Policy. If Customer fails to comply with this Section 3.1, MetaMap may (in MetaMap’s sole discretion) take steps necessary to protect the Platform and other customers, including pausing Customer’s access to the Platform until the breach or deficiency is remediated.
2. Security. MetaMap takes steps to protect the personal information it processes for Customer. MetaMap uses the following security measures when transmitting data:

1. Customer Service. Whenever a customer contacts the Customer Support team to report an issue, MetaMap performs the following reviews:
   • Attempt to reproduce the issue;
   • Open incident tickets for the customers if engineering support is needed;
   • Monitor the progress of the incidents reported.

   Miscellaneous Inquiries.

   • Support functional product queries.
   • Support functional API queries.
   • Support product new releases with available docs.

   Help Desk Response Time

   • MetaMap offers support to its Customers, however response times may vary outside of standard operating times.
   • If Customer requires urgent assistance, Customer must send an email with the subject matter listed as “EMERGENCY” to support@metamap.com
2. Scheduled Maintenance. MetaMap may occasionally need to perform maintenance tasks that may impact the availability of the Platform. MetaMap will use commercially reasonable efforts to provide Customer with at least three days prior notice before any such scheduled maintenance.

1. Support Levels

The Customer will receive a First Response to any query raising a qualifying condition via platform chat or email within 1 hour of their message (the “First Response Time”).

The First Response Time shall run from the time at which MetaMap receives notice of an issue from Customer. This support level shall be considered breached if MetaMap fails to respond to three separate issues within the First Response Time during a period of three consecutive months taken together.

2. Availability

The Platform is designed to be accessible 99.5% of the time or greater, calculated as of each calendar month. This support level shall be considered breached if MetaMap’s Platform is inaccessible for more than 00.5% of a calendar month, for three or more calendar months in a period of one calendar year.

3. Exclusions.
   1. The service level commitments in Sections 5.1 and 5.2 do not cover, issues or incidents arising from: (i) Customer’s actions or Customer’s equipment, software, network connections, infrastructure, and other systems; (ii) use of the Platform or Service in a manner not consistent with the Materials; (iii) modifications to the Platform or Services by any party other than MetaMap; (iv) Third Party Services; (v) Customer’s bad faith, fraudulent, or deceptive conduct; or (vi) general Internet problems beyond MetaMap’s reasonable control.
   2. Additionally, as set out in Section 3.1.2, there will be no breach of the availability support levels set out in Section 5.2 to the extent that: (i) Customer fails to notify MetaMap of a material increase in verification volumes, and (ii) the Platform would have been accessible but for the increase in verification volumes.
4. Remedy.
   1. If MetaMap breaches its service levels as set out in this Section 5, Customer shall be entitled to the following remedies, upon request and at the discretion of Customer:
      1. Customer may immediately terminate the Agreement, and shall be entitled to a prorated refund for any prepaid fees for future services;
      2. MetaMap will work with Customer to generate a written “Root Cause Analysis” document explaining the breach, the reasons for the breach, and steps taken to mitigate any risk of the breach re-occurring.

The following terms will be defined as follows:

1. “Agreement” means the agreement between MetaMap and Customer.
2. “Customer” is the customer signing any type of agreement with MetaMap, either directly or through any of MetaMap’s authorized partners.
3. “Implementation Services” shall mean technical support as necessary to complete the integration of the Services.
4. “Materials” means any proprietary or confidential materials of MetaMap related to the Services, including any developments, modifications, enhancements, amendments, and upgrades thereto, and all derivatives thereof: (i) made accessible to Customer or (ii) made accessible to third parties by Customer in accordance with and as permitted by the terms of the Agreement. Materials includes any ad tag, programming code, software development kit (“SDK”), or application programming interface (“API”) used to effect or facilitate a provided Service and all documentation relating thereto. Materials can be found in https://docs.metamap.com/.
5. “MetaMap” means MetaMap, Inc., its affiliates and subsidiaries.
6. “MetaMaps” are customizable workflows that enable service providers to reach more users, based on trust and confidence.
7. “Parties” means MetaMap and the Customer.
8. “Platform” means MetaMap’s software that enables businesses to assess the merits of individual end users, including any APIs made available to which third party applications or services may connect.
9. “Services” are products and services offered by MetaMap for use by Customer (including the Platform).
10. “Third Party Services” means applications, data, and services provided by independent third parties.