Cancha Software Support Policy

12 May, 2020

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SOFTWARE SUPPORT POLICY

This Software Support Policy (“Support Policy”) describes the policies and procedures under which Transmin Metallurgical Consultants (“Transmin”) provides support services (“Support Services”) for its proprietary software product (“Software”) to its customers (each, a “Customer”). Support Services are provided for the Software pursuant to the separate license agreement under which Customer has purchased Support Services (“License Agreement”) and are subject to the terms and conditions of that License Agreement and the terms of this Support Policy. Support Services are provided for the term specified herein, or for the period otherwise specified in the License Agreement.

Definitions

Major Releases (A.b.c) means generally commercially released major new releases, modifications or enhancements to the Software as designated by a change in the number to the left of the decimal in the version number. Major Releases are normally identified by the first number prior to the first decimal point. Major Releases do not include separate or different products marketed by Transmin under a different name even if such products are compatible with the Software.

Minor Releases (a.B.c) are normally identified by the first number immediately following the first decimal point. For example, 3.2 is a Minor Release of 3.0. Minor releases usually include feature improvements, new functions and cumulative bug fixes.

Maintenance Releases (a.b.C) means generally commercially released code corrections, patches, updates of the Software as designated by a change in the number to the right of the second decimal in the version number. For example 3.2.2 is a Maintenance Release of 3.2.

Milestone Releases (a.b.c.Mx means generally commercially released code as a preview of the next Major/Minor Release. Milestone Releases are normally identified by the M(x) designation. For example 3.3 M1 is the first Milestone Release of Minor Release 3.3.

Supported Platforms Transmin supports use of the Software only on the platforms specified in the documentation supplied by Transmin with the Software. An updated list of Supported Platforms is provided in the User Manual under chapter “System requirements”.

Supported Software – Cancha geometallurgical software

Maintained Software - Maintained Software is available for sale and is fully supported on the Supported Platforms from Release until three months after the date of a subsequent Release.

Support Plan – Set of Support Services and arrangements which Customer selected at the time of purchase or in the time of Renewal. For details please see Section 4 – Support services overview.

Customer Portal is Transmin’s online web‐based customer portal located at http://support.cancha.pe

Coverage - Unless otherwise agreed to in writing by the Customer and Transmin, Support Services will only be in effect while a valid Software subscription is in force with the customer.

Section 1 – Overview

Support Services are provided via the Customer Portal, and additional methods as indicated on the Support Policy. This Support Policy sets forth expectations for Support between the Customer organization and Transmin’s Customer Support organization, including:

1. Who is authorized to submit issues

2. How to submit issues

3. What types of issues are supported

4. How and when Transmin resolves and closes reported issues

Section 2 – Scope

What Support Services Include.

If Customer is current on its payment for its Software subscription, Transmin shall provide Customer with Support Services consisting of the following:

1. Web‐based submissions of Incidents (as defined below) submitted by up to the number of designated Contacts (as defined below) as specified on the Support Policy.

2. Major Releases, Minor Releases, and Maintenance Releases of the Software.

3. Documentation and Users Guide distributed with the software and found on Transmin’s website

4. Provision of guidance and troubleshooting to Customer in connection with questions and issues arising from the following Customer activities with respect to the Software:

   1. Installation: Support for installation includes providing guidance and troubleshooting in connection with Customer’s downloading and installing of the Software.

   2. Configuration Issues: Support for configuration includes troubleshooting Customer’s configuration settings for existing installations on Supported Platforms (as defined below) to ensure proper operation and connectivity.

   3. Usage: Transmin’s qualified personnel can provide understanding in regards to Customer’s “how to” questions related to standard and intended Software usage.

Upgrades

Support Services may include new versions of the Software, when and if made commercially available by Transmin (Major Release, Minor Release or Maintenance Release). If Transmin labels the new version of the Software as an upgrade or update to Software previously licensed to you (“Previous Version”), Customer may replace the Previous Version (including all installed copies) with the new version.

Efforts to Correct the Software

Transmin shall make commercially reasonable efforts to correct bugs or other errors in the Software. Customer acknowledges that Transmin is not required to correct every or any bug, error, or problem with the Software that it reports to Transmin or of which Transmin is otherwise made aware. Bugs are not corrected for unsupported Software versions.

Support Exclusions

The following are excluded from Transmin’s Support Services obligations:

1. Software that is used on or in conjunction with hardware or software other than as specified in the applicable documentation.

2. Altered or modified Software, unless altered or modified by Transmin.

3. Defects in the Software due to accident, hardware malfunction, abuse or improper use.

4. Any version of the Software for which Support Services have been discontinued by Transmin and/or version of the Software that has become End of Life Software

5. Free and Open Source Software distributed by Transmin or other Software provided at no charge.

6. Any Software sold separately by Transmin, including, without limitation, consulting code, unless generally made available to Transmin’s customers at no additional charge for the Software.

7. Training, customization, integration and any issues arising from non‐standard usage of the Software.

8. Any on-site services or remote access services (unless Transmin requests remote access to assist Transmin in understanding an issue).

Additional Services

Transmin separately offers a range of fee‐based professional services to address issues related to:

1. Onsite product training

2. Implementation and Integrations

3. Data Architecture

4. Performance tuning and optimization

5. Template or graph design

6. Process improvements

7. Other issues which Transmin advises Customer fall outside the scope of Support Services

Software Versions Supported

1. Supported Versions: Transmin will provide Support Services only for the version(s) of the Software specified in the Support Policy or as specified at the time of purchase. Changes to supported versions shall be announced on the Customer Portal. Transmin’s Support Services obligations apply to the Maintained Software.

2. Supporting services do not cover hardware, operating systems, networks, or third‐party software. Customer understands that Transmin may need additional information as to its use of the Software in order to provide Support Services, and to upgrade the Software.

3. Milestone Releases: Milestones represent a preview of the next Major or Minor Release and are not intended for production usage. As such support is only offered until the next Milestone or Major or Minor release of which the Milestone is a subset.

Section 3 – Process

Customer shall obtain Support Services by reporting individual issues to Transmin.

Each individual issue reported to Transmin shall be tracked from initial report through final resolution (each such issue, an “Incident”).

Submission

Who May Submit Incidents

Support Services are intended to provide assistance to individuals for issues and questions beyond what is covered in documentation and introductory material provided with the Software. Customers are expected to make every effort to ensure that the individuals that are designated as authorized contacts are qualified to support the Customer teams internally. To be qualified, these individuals should know the data, systems, tools, policies, and practices in use by the Customer, and they should also be proficient users of the Software. Each such qualified contact is a “Contact”. Customer shall be entitled to designate the number of Contacts specified in the Support Policy as authorized to submit support Incidents. Customer may designate at least one authorized Contact at the time of purchase, unless otherwise specified, who will be the person registering the license. That individual may submit change requests to the list of authorized support Contacts in writing through the Customer Portal (http://support.cancha.pe/).

How to Submit Incidents

Incidents are to be submitted to Transmin by a Contact through the internet Customer Portal (http://support.cancha.pe/).

How to Report an Incident

In order to expedite the resolution of Incidents, Transmin expects that Customer will make every attempt possible to:

1. Verify that the Incident is reproducible on the Supported Platforms for the Software (as applicable).

2. Provide information necessary to help Transmin track, prioritize, reproduce, or investigate the Incident, such as: Customer name, organization, version of Software, and license number.

   1. Provide a full description of the issue and expected results.

   2. Categorize issues (general question, defect, enhancement request, etc.).

   3. List steps to reproduce the issue and relevant data.

   4. Provide any applicable log files or console output.

   5. Provide exact wording of all issue‐related error messages.

   6. Describe any special circumstances surrounding the discovery of the issue, e.g., first occurrence or occurrence after a specific event, Customer’s business impact of problem, and suggested priority for resolution.

   7. Identify Incident number (i.e. support ticket number) in any ongoing communications with Transmin on an existing Incident.

Support Response and Incident Resolution

Response

For each Incident reported by Customer in accordance with these procedures, Transmin shall:

1. Confirm receipt of the reported Incident within the acknowledgement time specified in the Support Policy.

2. Set a Priority Level for the Incident in accordance with the terms below. Customer designated priority taken into account, but Transmin may elect to reassign priority at any time.

3. Respond to the Incident within the time specified in the Support Policy. Within the Response Time Transmin gives a proposal for solution based on initial information obtained.

4. Analyze the Incident and, as applicable, verify the existence of the problem(s) resulting in the Incident, which may include requesting that Customer provide additional information, logs, and re‐execution of commands to help identify the root cause and dependencies of the reported issue.

5. Give Customer direction and assistance in resolving the Incident.

6. Keep a record of ongoing communications with Customer.

7. Use reasonable commercial efforts to resolve the Incident in accordance with the target response times set forth in the Support Policy.

Prioritization

Transmin will prioritize Incidents according to the following criteria:

Resolution and Closure

Incidents shall be closed in the following manner:

1. For solvable issues, depending on the nature of the issue, the resolution may take the form of an explanation, recommendation, usage instructions, workaround instructions, or advising Customer of an available fix.

2. For issues outside of scope of Support Services, Transmin may also close issues by identifying the Incident as outside the scope of the Support Services or arising from a version, platform, or usage case which is excluded from the Support Policy.

3. Dropped Issues, Transmin will consider an open case dropped if the Contact has not responded to two (2) attempts or more made by Transmin to collect additional information required to solve the case. If Transmin has contacted the Contact twice and there has been no response, the case may be closed by the Transmin. If there is significant delay, 5 business days or more, in a response from the Contact Transmin may close the case.

4. Customer acknowledges that it may be necessary to update the installed version of the software to a new version in case Transmin decides to resolve the issue in this new version.

Section 4 – Support services overview