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Crossroads Software Maintenance and Enhancement Services VDH PAGE 19 Contract # VDH-21-707-0156

Contract, termination for convenience of the Contract or termination for breach of the Contract. VDH will have all rights and remedies available at law.

16. STATUS MEETINGS Supplier will be prepared to conduct monthly stewardship meetings with VDH to provide a broad review of all services, projects and ongoing operations. Supplier should also be prepared to conduct semi-annual meetings/presentations to discuss new products and services and their potential benefit to VDH.

17. STEERING COMMITTEE In order to facilitate mutually beneficial contractual relationships with suppliers, VDH has procedures for establishing a steering committee (“Steering Committee”), consisting of senior management personnel, including personnel involved in the contractual relationship, from VDH and Supplier. Roles of the Steering Committee include but are not be limited to (a) identifying potential issues which may arise during the performance of a contract; (b) discussing and assigning roles and responsibilities; (c) establishing methods for quickly resolving potential disputes; (d) setting rules for communication and decision making; (e) monitoring and measuring the business relationship between the parties; and (f) acting as a final decision board for escalated problems. A meeting of the Steering Committee is intended to be a forum for brainstorming and sharing ideas, emphasizing respect, cooperation, and access, with the end goal of developing relationships to avoid conflict. A facilitator may, but is not required to, conduct a meeting of the Steering Committee. A Steering Committee for this Contract will be formed at VDH’s option. Meetings may be held at any time during the Contract term, should VDH, at its sole discretion, determine that a meeting(s) would be beneficial to the contractual relationship, and Supplier agrees to participate in any scheduled meeting(s). In addition, Supplier may at any time submit a written request to VDH for a meeting of the Steering Committee, which VDH will not unreasonably deny. Supplier will ensure the availability of the appropriate personnel to meet with the VDH contract management team. Additional Steering Committee meetings involving representatives from VDH, the Supplier, may be required prior to or during performance on any specific SOW issued pursuant to this Contract.

18. POLICIES AND PROCEDURES GUIDE Within 30 calendar days of the Effective Date of the Contract, Supplier will provide VDH with a policy and procedures guide that describes how the Supplier and VDH will work together and how performance, including Deliverables and Services, is to be measured. The guide will provide process diagram details, working activities, and interface points with VDH and Supplier deliverables. Updated versions of the guide will be provided by Supplier to VDH when Supplier and VDH agree that a change is required, but at a minimum, every six (6) months during the Term, including any extensions, of the Contract.

19. TRAINING AND DOCUMENTATION A. Training In addition to any online tutorial training Supplier may make available, Supplier’s fee, unless expressly excluded, includes all costs for any and all virtual/remote training as agreed upon for the training of VDH. In order to allow VDH the full benefit of the applicable Deliverable, the training will cover the use and operation of the Deliverable provided to VDH, including instruction in any necessary conversion, manipulation, or movement of VDH’s data. Supplier shall provide personnel sufficiently experienced and qualified to conduct such training at a time and location mutually agreeable to Supplier and VDH. Available additional and optional training, and applicable pricing and discounts, are described in Exhibit B. B. Documentation Supplier shall deliver to VDH complete copies of any Documentation applicable to the Deliverable(s) provided to VDH, in a quantity and media format as agreed upon by the Parties. Should Supplier revise or replace the Documentation, or should Documentation be modified to reflect Updates, Supplier shall deliver to VDH copies of the updated or replacement Documentation, in the same quantity and media format as originally requested by VDH, or as agreed upon between the Parties. VDH will have the right, as part of any license grant, to make as many additional copies of the DocuSign Envelope ID: D69B105E-7A47-46ED-8B09-C0071CE057F5 DocuSign Envelope ID: 33024638-F519-4808-AF31-3DA182A2CE1E