IVANTI U.S. CITIZEN SUPPORT SERVICES SUPPLEMENTAL TERMS
In conjunction with Your purchase of Support and Maintenance Services and U.S. citizen support services, You agree to U.S. Citizen SupportServices Supplemental Terms which are hereby incorporated into the End User License and Services Agreement between Ivanti and You (the"Agreement"). Ivanti may revise these Supplement Terms for Support and Maintenance Services from time to time by publishing such updates
at https://www.ivanti.com/company/legal/US-Citizen-Support. In the event that Ivanti makes any revision that includes a material change to these
Supplement Terms for Support and Maintenance Services during your current annual Support and Maintenance term (“Change”), Ivanti shallgive you notice of such Change. You shall have thirty (30) days to object to any such Change by written notice to Ivanti, otherwise you agree toaccept the Change and incorporate any such Change into the Agreement. If you reject the Change on a reasonable basis, the Parties shall work
together in good faith to come to a mutual resolution of the issues. Capitalized terms not defined herein shall have the meaning set forth in theAgreement.
Overview and Eligibility
Ivanti U.S. citizen support services is an add-on service for customers that desire only U.S. Citizens to work on customers’ support cases (“U.S.
Citizen Support”). For the purposes of these Supplemental Terms, “U.S. Citizen” means any Ivanti support personnel which has presented proofof U.S. citizenship by: (a) U.S. passport, or (b) U.S. birth certificate along with a government-issued photo identification document.
U.S. Citizen Support is only available during U.S. business hours outlined in the Ivanti Support and Maintenance Services Supplemental Terms.
Ivanti will automatically route all incoming support cases for customers that purchase the U.S. Citizen Support add-on to a special queue that is
only visible to support personnel that are U.S. Citizens.
I. U.S Citizen Support Features
When You purchase U.S. Citizen Support, Ivanti will provide You with the following:
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Ivanti places an identifier on Your account. Based on this identifier all incoming cases will automatically be routed to a special support
queue that is exclusively managed by support personnel who are U.S. Citizens. These support personnel will work with You to resolve
support cases and will follow strict guidelines on handling log files and other information that You may provide during the support caseprocess.
When You call Ivanti support during U.S. business hours, the agent who receives the call will route the call to a U.S. Citizen and will
inform You accordingly. Ivanti’s support systems will identify and automatically route cases that are created online using Ivanti’s
support case center at https://success.ivanti.com/community_contactsupport. This ensures that Your cases are worked on by U.S.
Citizens regardless of whether You created the case over the phone or online.
U.S. Citizen Support is only available Monday to Friday during U.S. business hours – 9:00 AM to 5:00PM (EST) for customers in theEastern Standard Time zone and 9:00AM to 5:00PM (PST) for customers in the Pacific Standard Time zone.
If Ivanti engineering involvement is required to resolve an issue, the U.S. Citizen will ask for Your approval prior to providing any ofYour information to an Ivanti software engineer who may or may not be a U.S. Citizen. In some cases, failure to provide relevant
information to Ivanti engineering personnel may significantly delay the resolution of a case.

II. Your Responsibilities
Ivanti’s obligation to provide U.S. Citizen Support is conditional upon You agreeing to the following:
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You will instruct Your technical contacts to request personnel which are U.S. citizens whenever You interact with Ivanti support
personnel.
You will provide Ivanti with all relevant information on the events that preceded the occurrence of the issue (including, but not limited
to software version, log files, etc.).
You will, upon request by a U.S. Citizen, provide configuration, deployment type, and locations for devices that are facing the issue.
You will submit cases by either calling Ivanti’s toll free phone numbers or creating a case online athttps://success.ivanti.com/community_contactsupport.

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PRIVILEGED AND CONFIDENTIAL