Hyland will coordinate normally scheduled vacation and holiday absences with Customer in advance of those absences. Hyland will notify Customer when a given resource is unavailable due to sickness;

Customer is aware that IMRaaS is intended to assist with specific requests for assistance, and shall not be used to support in-depth or ongoing project activities, unless planned for in advance and mutually agreed in writing. Requests for Professional Services that do not constitute IMRaaS shall be provided under a separate mutually agreed upon and executed services proposal or a change order executed by the parties pursuant to the Project Change Control Process described below; and

Customer understands IMRaaS is intended to supplement Customer’s needs beyond standard technical support.

Consultation, expertise and/or support of third party software or hardware;

Services to support Customer end users (including, but not limited to, manual password resets, taking support calls from users, end user training), unless otherwise agreed to by Hyland in writing.

Replacement for general Technical Support or Cloud Product Engineering Support;

Custom scripted elements and custom development, unless Customer has purchased Custom Script Requests as an Add-On Managed Service;

Direct database modifications; and

Full project management and delivery utilizing Hyland’s formal project methodology in any form, other than as specified in Appendix 3.

Customers shall communicate Service Requests and/or Change Requests to the Service Desk by opening an “Issue” via the Hyland Community Customer Project Portal;

Unless explicitly identified, all Service Requests and Change Requests must be reported directly to the Service Desk and cannot be communicated through any indirect means (see Appendices);

Customer is responsible for proposing Issue severity level classification upon submission, which may be modified by Hyland after review;

Customer personnel who contact the Service Desk must be authorized by the Service Delivery Manager and qualified to interact on a technical basis at a level required to support the existing Hyland solution. The Service Desk will not respond to requests from non-authorized personnel.

Hyland will determine whether the request submitted constitutes a Service Request or a Change Request. If the request is determined to be a Change Request, then Hyland will provide the services described below under the section titled “Change Requests” below.

Resolution for Service Requests and Change Requests are as follows:

1. Service Request resolution activity will be performed by Hyland and Customer at a mutually agreed upon time upon Review and Response of the Service Request;

2. Any Change Request for off-hours maintenance windows, extended involvement such as blocks of time of eight (8) hours or more, or other activities requested to be performed by Hyland, are subject to Hyland review and must be requested and scheduled 72 hours in advance.

Customer must respond to the Hyland Service Desk in a timely manner for the purposes of resolving an open issue. If Customer fails to respond after two (2) attempts by Hyland to contact and coordinate with Customer, within a seventy-two (72) hour period, Hyland will close the case.

Hyland will evaluate all Change Requests to determine the work effort associated with the request. Based upon the anticipated work involved, Customer may elect to have Hyland perform services to affect the Change, or consultation services only. Customer’s ability to receive consultation services related to a Change Request shall not be restricted; however, Customer will be limited to forty (40) elective service engagements in response to Change Requests per twelve (12) month period, to be managed in the following manner:

1. Customer will receive an “account balance” of forty (40) elective service engagements. All Change Requests for which active services are requested will be charged a minimum of one (1) active service engagement;

   1. Elective service engagements will be deducted from Customer’s balance when the Response is provided by Hyland;

   2. Hyland reserves the right to charge multiple elective service engagements from the account balance for requests which encompass multiple component changes (and will advise Customer of the number of elective service engagements to be charged, if applicable);

   3. Provided Customer’s elective service engagement balance is sufficient (or Customer purchases additional Change Requests, if required), and subject to (iii) below, Hyland will perform the work required to address the Change Request. If Customer’s elective service engagement balance is insufficient, Hyland will perform only consultation services relating to the Change Request (subject to Customer’s election to purchase additional Change Requests);

   4. Notwithstanding the foregoing, Hyland reserves the right to require a separate Professional Services engagement for requested changes which are determined to require work which is not typically addressed by the managed services delivery team (such as Software conversions or implementations);

Unused elective service engagements will not be rolled over into any subsequent period or renewal term

In a single month, Customer may request active services relating to Change Requests that total no more than twenty-five (25) percent of the total annual elective service engagement allotment;

Elective service engagements are scheduled services subject to mutually agreed upon timelines;

Hyland will prioritize all elective service engagements received from the Customer and will determine the order of changes to be scheduled and completed;

Hyland will provide a monthly report of elective service engagement information that will include the following information:

1. Opening balance

2. Credits

3. Debits

4. Remaining balance

Hyland will make reasonable efforts to respond to emergency Change Requests as priority requests, utilizing available resources on an as-needed basis, which may be different from normally designated resources;

Customer is responsible to provide sufficient business requirements and/or use cases in order for Hyland to perform Change Requests. Hyland reserves the right to close Change Requests if insufficient details are provided by the Customer or Customer is non-responsive to requests from Hyland for additional information or participation; and

Hyland will train qualified, designated representatives from the Customer on newly deployed functionality. However, it is the responsibility for the Customer to train all end-users.

Customer will assign a sponsor/manager, who is the final escalation point for all issues and decisions:

1. The sponsor/manager will ensure that the appropriate Customer personnel are assigned and made available, when necessary;

2. The sponsor/manager will manage all customer obligations as defined within this Services Proposal; and

3. The sponsor/manager will coordinate all key departmental decision makers, technical experts, subject matter experts, end user representatives and third party software application resources.

Customer resource(s) requesting assistance must have a working knowledge of Software as well as the overall solution and environment; typically, the resource requesting assistance will be the designated Software administrator/owner;

Customer will engage the appropriate business process owners and subject matter experts, who are thoroughly knowledgeable about the current business practices in their respective areas and who are capable of performing their assigned project roles;

Customer will provide vendor resources, interface specialists, technical experts, and/or subject matter experts deemed necessary for third party system(s) with which Software will integrate or from which content will be migrated;

Customer will notify Hyland of Customer personnel changes to the extent personnel changes impact the performance of Hyland’s obligations under this Services Proposal; and

Customer personnel contacting the Service Desk must be authorized to do so by the Service Delivery Manager, and qualified to interact on a technical basis at a level required to support the Software solution.

Customer will provide access and privileges to Hyland resources enabling full administration of the software and solution, including installation of software, configuration modifications, and modification of server and OS settings;

Customer is responsible for taking the appropriate actions to enable connectivity and access to the Customer’s environment, whether on-premises or hosted, for Hyland in a timely manner in advance of the start of the Initial Term.

1. For on-premises Customers, this includes.

   1. Local and remote VPN access must be provided to applicable Hyland resources through the use of dedicated user account(s) with appropriate privileges to the Software and/or relevant third party applications; and

   2. Access must be provided prior to Hyland’s arrival at Customer facilities and/or project discovery sessions.

Customer is responsible for providing proper credentials for Hyland to access the Software solution;

Customer will ensure the necessary remote access for Hyland resources;

Customer will manage third party application setup (i.e. installation, configuration), testing, training, and go- live support related to integration(s) with Software;

Customer will package and deploy all Software clients, unless otherwise mutually agreed to; and

Customer will deploy all supporting Software client hardware (e.g. scanner, signature device) and related third party software (e.g. drivers, licenses) required for the Software solution.

Intelligent Medical Records requires Unity Client batch scanning;

For internal documents, it is recommended that patient label be placed on document;

For differentiation between internal and external document classification an identifier needs to be on internal documents and pages:

1. Example: Facility name;

2. All documents, both Internal and External will be routed for Document Type classification through Software’s Internal Medical Records Classification solution:

   1. The Classification Solution will evaluate the images to attempt to classify documents and assign a Document Type;

      1. Additionally, the Classification Solution will attempt to populate patient MRN and CSN by extracting the following data elements and looking for match in OnBase patient table:

         1. Patient First Name;

         2. Patient Last Name; and

         3. Patient Date of Birth.

   2. Additional patient demographic information (i.e. Patient First Name, Patient Last Name, Patient Date Of Birth, Date of Service) will be indexed to classified documents leveraging Software Autofill Keyword Sets.

   3. External Date of Service could also be attempted to be extracted from external records.

Documents will be classified and separated through a scan queue that supports Intelligent MedRecords and Capture Process Designer.

Integrated single document retrieval from document hyperlinks within the appropriate context located in the patient record in Epic using the API integration between the Software and Epic; and

Document retrieval using native client(s) of the Software.

Customer will have an existing integrated Software environment;

Customer will have internal resources capable of training end users on scanning and indexing within Unity Client;

Customer is responsible for configuration of scanning hardware and driver installation;

Scanners must be of high quality and allow for processing of volume batches (not flatbed scanners);

Customer and Hyland shall mutually identify the document types requiring configuration. Such configuration shall consist of:

1. Document Type Classification; and/or

2. Document Type Sub-Classification:

   1. Document Type: Consent Form; and

   2. Sub-Classification Descriptions: Procedure Consent, Blood Consents, etc.

      1. Each sub-classification should be discussed with the project team based on project plan and timeline during the discovery process;

Data extraction requires that the fields be present on the page;

Documents processed through Software must be clean and free of staples, extraneous patterns, images, or any other formatting that would interfere with reading data;

External documents for which the Patient First Name, Patient Last Name, Patient Date of Birth and Date of Service (if necessary) were not extracted will be manually indexed to an MRN or CSN for keyword indexing unless Customer has prepped the batch with a batch cover sheet containing a patient barcode or has keyword barcodes present on documents;

Customer medical records subject matter experts are required throughout the project to actively participate in the validation of classification tests and results. Subject matter experts will have the knowledge to define document classification and/or sub-classification;

Customer shall provide at least one hundred (100) samples per document class;

1. Hyland shall review provided samples for validity.

Accuracy of the Software is based on document quality, information on said document(s):

1. The amount of manual intervention or validation is unknown until testing commences; however, Hyland will work with Customer to identify and work towards the highest percentage available based on timelines and budget; and

All document capture is day-forward. No capture of previously generated documents is included in this proposal.

Training of end users on scanning and indexing within the Unity Client;

Order level keyword extraction;

Concatenation or manipulation of any captured document keywords;

Correspondence and other billing/PFS documents;

Epic Integrated Scan Documents;

External system validation of values;

Attachments are not included in data extraction;

Extraction of physician name or ID for InBasket routing;

Non-English language documents;

Addresses in a format other than the United States postal format;

Training to create or modify custom reports;

Data extraction from documents does not also provide end user text searching functionality. Text searching capability would be covered in a separate statement of work using Full Text Indexing Server or similar utility;

Updates to existing Software configuration outside the scope of this project; and

Any functionality or Professional Services not mentioned in the scope above.

Requirements Capture: Hyland will collaborate with Customer’s project team to discover and define the detailed requirements of the Software solution. Discussions focus on the requirements to meet Customer’s business objectives, including any integration(s) that may be in scope for the project:

1. Customer project team may consist of subject matter experts from the business areas and technical experts from IT, interfaces and applications: and

2. Agenda will reflect a single collaborative session per project area. For example, where the same department is repeated across multiple entities, representatives of each entity should attend requirements gathering sessions.

Requirements Documentation: Hyland will create a mapping document to map customer OnBase document types to Brainware document types;

Requirements Review: Hyland reviews the Requirement Document with Customer’s project team to validate the Software solution requirements. Modifications to the document are made as necessary and a finalized Requirements Document is delivered to Customer’s project team for final approval;

Changes to the Software solution and requirements that are not in scope as defined in this Services Proposal will be handled via Change Order; and

Project Schedule: Hyland will update the Preliminary Project Schedule to reflect a more detailed schedule based upon the Requirements Documentation.

Solution Design: Hyland will design the solution based on the agreed upon Requirements Document;

Solution Installation and Configuration: Hyland will install and configure the complete Software solution to fulfill the documented requirements captured in the Requirements Document. Implementation accounts for up to three (3) environments: Production (PROD), and two (2) Non-Production User Test (“UT”) Lite environments, and

Impacts to the scope as captured in the Requirements Document or design may result in a Change Order.

Unit Testing: Hyland will validate that the solution conforms to the approved Requirements Document. Upon completion of unit testing and incorporation of any changes to the solution, Hyland will inform the Customer unit testing is complete; and

Customer Testing Support: Hyland will support the Customer’s testing of the configured solution. Customer-created business test cases are used by Customer’s resources to test the Solution. Customer should prepare for these activities by defining test plans and scripts early in the project process. Hyland will make any required changes to the Software configuration to fulfill any items that are prohibiting the Solution from functioning in accordance with the Requirements Document. Requested changes, which are not documented in the Requirements Document, may result in a Change Order.

Hyland will provide support to Customer during initial production usage of the Solution to address issues and answer questions from the Customer;

Hyland project team remote go-live support:

1. Hyland estimates the project team to provide one (1) week of remote go-live support per go-live; and

2. Unless explicitly stated, go-live support is provided remotely, during normal business hours for consecutive days (Monday – Friday, 8am – 5pm, Customer local time).

The estimated go-live support is included in the Cost estimate amount and is not a separate charge. If requested, a Change Order to this Services Proposal may be issued following the Project Change Control Process to adjust go-live support duration and business hours; and

Hyland will maintain optimization support for all in scope document types and descriptions for up to three (3) weeks after the final go-live; and

Enterprise go-live must occur within ninety (90) days of pilot go-live.