SysTrack Master SaaS Agreement

SYSTRACK
MASTER SERVICES AGREEMENT

Last updated: August 5, 2026

This Master Services Agreement (the “Agreement”) is entered into between Lakeside Software, LLC (“Lakeside”) and the customer (“Customer”) identified below or on the Order Form. This Agreement governs Customer’s access to and use of Lakeside’s Services, including cloud-hosted subscription services and, where applicable under an Order Form, on-premise software. Customer and Lakeside may be referred to in the Agreement individually as a “Party” and collectively as the “Parties.” Capitalized terms shall have the meanings set forth in this Agreement.

THIS IS A LEGAL AND ENFORCEABLE CONTRACT BETWEEN LAKESIDE AND CUSTOMER. CUSTOMER IS RESPONSIBLE FOR CAREFULLY READING ALL TERMS AND CONDITIONS OF THIS AGREEMENT BEFORE SIGNING AN ORDER FORM, CLICKING “ACCEPT”, OR ACCESSING OR USING ANY LAKESIDE SERVICE. BY SIGNING AN ORDER FORM, OR ACCESSING OR USING ANY LAKESIDE SERVICE, CUSTOMER CONFIRMS THAT CUSTOMER HAS READ AND ACCEPTS THIS AGREEMENT IN ITS ENTIRETY. NOTWITHSTANDING ANY DIFFERENT OR ADDITIONAL TERMS CUSTOMER MAY REFERENCE OR PROVIDE, LAKESIDE’S OFFER OR ACCEPTANCE TO ENTER INTO AN AGREEMENT WITH CUSTOMER WITH RESPECT TO ANY LAKESIDE SERVICE IS EXPRESSLY LIMITED TO THE TERMS OF THIS AGREEMENT AND CONDITIONED ON CUSTOMER’S CONSENT TO THIS AGREEMENT.

1. DEFINITIONS

1.1 “Affiliate” means any company, partnership, or other legal entity that directly or indirectly controls, is controlled by, or under common control with a Party. For purposes of this definition “control” means the direct or indirect possession of more than fifty percent (50%) of the voting interests of the subject entity;

1.2 “Agent Software” means any client software made available to Customer by Lakeside for installation on Machine(s), whether in connection with the Subscription Service or On-Premise Software;

1.3 “Customer Data” means all Data that are uploaded by or on behalf of Customer or a User to the Subscription Service;

1.4 “Data” means electronic data, information, text, messages, images, materials, photos, audio, video, software code, executable scripts, and all other forms of data, content, or communication;

1.5 “Documentation”means the written product documentation for the Subscription Service generally made available by Lakeside;

1.6 “Effective Date” means the date on which Customer clicks “Accept” or otherwise electronically accepts this Agreement, or, if this Agreement is executed in counterparts, the date of the last signature below;

1.7 “Feedback” means any Customer provided feedback and reports about any errors, problems, or defects in, or suggestions for changes and improvement to the Subscription Service;

1.8 “Lakeside Data” means all Data made available by Lakeside to Customer in connection with the Customer’s use of the Services;

1.9 “Lakeside Technology” means all of Lakeside’s and its licensors’ proprietary technology made available to Customer by Lakeside in providing the Services (including, without limitation, any and all software, hardware, products, processes, algorithms, user interfaces, know-how, techniques, designs, and other tangible or intangible technical material or information);

1.10 “Machine” means a virtual or physical device, including a desktop computer, laptop, server, or other computer that is using an operating system compatible with the Service and on which the Agent Software is authorized to operate;

1.11 “Order Form”means each Lakeside quotation, order form, and/or similar ordering document which expressly references this Agreement, identifies the specific Services purchased by Customer from Lakeside, sets forth the prices for the Services and contains other applicable terms and conditions;

1.12 “Reports” means any content, reports, or analyses pertaining to Customer’s desktops, end user computers, or network resulting from Customer’s use of the Subscription Service;

1.13 “Services”means the Subscription Service (including the Agent Software), any on-premise software licensed under an applicable Order Form and Product-Specific Terms, support services, and any other services provided by Lakeside pursuant to this Agreement;

1.14 “Subscription Service” means Lakeside’s proprietary SysTrack Cloud subscription-based software-as-a-service offering as set forth in the applicable Order Form;

1.15 “Subscription Term” means the set term designated on an Order Form; and

1.16 “User” means an individual who is authorized by Customer to use the Subscription Service and who has been supplied passwords by the Customer (or by Lakeside at the Customer’s request).

2. SUBSCRIPTION SERVICES

2.1 Subscription Service. Subject to the terms and conditions of this Agreement, Lakeside grants to Customer the non-exclusive, non-transferable right to access and use the Subscription Service for the Subscription Term solely for Customer’s internal business use in accordance with the limitations in this Agreement, the Documentation, and/or the applicable Order Form(s). Customer shall be responsible for each User’s compliance with this Agreement. Customer shall use the Services in compliance with this Agreement, the applicable Order Forms, Documentation, and all applicable regulations and laws. In connection with the performance of the Subscription Service (except as otherwise expressly set forth herein), Lakeside shall operate and support the Subscription Service’s hosted environment, including, without limitation, the Lakeside Technology. Any purchase of Lakeside’s on-premise products (i.e., software hosted and operated by Customer on its own infrastructure) shall be subject to the applicable On-Premise Product-Specific Terms set forth in Exhibit A.

2.2 Agent Software License. Subject to the terms and conditions of this Agreement, Lakeside grants to Customer a limited, non-transferable, non-sublicensable, non-exclusive license during the applicable Subscription Term or Order Form term to use the object code form of the Agent Software solely in connection with Customer’s use of the Services. Customer must purchase and possess licenses for every Machine or end user for which it operates the Agent Software. If Customer uninstalls the Agent Software from a Machine, it may install and use the Agent Software on another equivalent Machine under the same per-unit license, provided that either (i) Customer removes the Machine from which the Agent Software is uninstalled from service entirely, or (ii) Customer does not reinstall the Agent Software on a new Machine for at least thirty (30) days after the Agent Software is uninstalled from the prior Machine. For the avoidance of doubt, it does not matter whether a Machine upon which the Agent Software is installed is in use at any particular time. The Agent Software may only be used by Customer to support its use of the Services and all other use is strictly prohibited. Customer is solely responsible for the installation and control of the Agent Software, including but not limited to selecting the applicable Machine(s) upon which the Agent Software will be installed.

2.3 User Subscriptions Restrictions. The Customer acknowledges that access and use of the Subscription Service may be subject to a limitation on the number of Users and/or devices as described on the applicable Order Form (“Volume Limitations”). In the event that the Subscription Service is used in excess of the Volume Limitations then the Customer shall be obligated to pay Lakeside for the excess of such Volume Limitations at Lakeside’s then current rates.

2.4 SLO. Lakeside’s Subscription Service will also be provided in accordance with the Service Level Objectives (“SLO”), available at https://www.lakesidesoftware.com/service-level-objective-subscription-service/. Customer may access Subscription Service availability information from the Status Portal, available at https://cloudstatus.lakesidesoftware.com/.

2.5 Affiliates Not Under Direct Order Form. Subject to the terms of the Order Form and this Agreement, the Customer may make the Subscription Service available to its Affiliates for its Affiliates own internal use provided that (i) each Affiliate complies with all licensing and use restrictions; and (ii) such Affiliates are bound by obligations as protective of Lakeside as this Agreement for the benefit of Lakeside. Customer shall be liable for any breach of the terms and conditions of this Agreement by any of its Affiliates except where the Affiliate has signed its own Order Form with Lakeside for the Subscription Services pursuant to Section 2.6.

2.6 Affiliates Under Direct Order Form. Customer’s Affiliates may acquire the Subscription Service subject to the terms and conditions of this Agreement by executing Order Forms hereunder directly with Lakeside. Each Order Form executed by an Affiliate shall incorporate the terms of this Agreement by reference and shall be deemed to be a two-party agreement between Lakeside and such Affiliate.

2.7 General Restrictions. Customer will not (and will not permit any User or any third party to): (a) sell, rent, lease, license, distribute, provide access to, sublicense, or otherwise make available the Services to a third party (except as expressly set forth in Section 2.6 with respect to Affiliates) or in a service bureau or outsourcing offering; (b) use the Services to provide, or incorporate the Subscription Service into, any general purpose data warehousing service for the benefit of a third party; (c) reverse engineer, decompile, disassemble, or otherwise seek to obtain the source code or non-public APIs to the Subscription Service, except to the extent expressly permitted by applicable law (and then only upon advance written notice to Lakeside); (d) remove or obscure any proprietary or other notices contained in the Services; (e) install the Agent Software on any Machine without express rights to do so or for any unlawful purpose or in violation of any third party rights; (f) upload, transmit, input, or otherwise use any Data or materials with the Services that are unlawful, libelous, infringing, contain harmful code, or for which Customer otherwise lacks sufficient rights; (g) upload to the Subscription Service any patient, medical, or other protected health information; or (h) use the Subscription Service in violation of Lakeside’s Fair Use Policy at: https://www.lakesidesoftware.com/fair-use/.

In addition, Customer and those accessing the Subscription Service through Customer’s accounts or on its behalf may not use the Subscription Service: (i) in any application or situation where failure of the Subscription Service could lead to the death or serious bodily injury of any person or to severe physical or environmental damage; (ii) with online control equipment in hazardous or “mission critical” environments requiring fail-safe performance, such as in the operation of nuclear facilities, aircraft navigation or communication systems, air traffic control, direct life support machines, or weapons systems, in which failure could lead to death, personal injury, or severe physical or environmental damage; or (iii) to aid development of products or services that are competitive with the Services.

2.8 Support Services. During a Subscription Term, Lakeside will provide Customer the support services for the Subscription Service as set forth in the SLO and the SysTrack Versions and Life Cycle terms made available at: https://documentation.lakesidesoftware.com/docs/systrack-versions-and-life-cycle, both of which constitute integral parts of this Agreement. In addition, Customer may subscribe via the Status Portal to receive automated text and/or email updates about Subscription Service maintenance.

2.9 Non-Production Usage. From time to time, to the extent applicable, Customer may use the Subscription Service for evaluation, demonstration, testing or other purposes where such use is outside a production environment. By using the Subscription Service on such a non-production basis, Customer accepts the Subscription Service on an “as is” basis.

2.10 Product-Specific Terms. Some Services may be subject to additional product specific terms specific to those Services (“Product-Specific Terms”). Where Customer orders such Services, the applicable Product-Specific Terms set forth in Exhibit A apply and supplement this Agreement. For the avoidance of any doubt, Product-Specific Terms apply only where Customer has purchased the applicable Services.

2.11 Third Party Product & Services. To the extent use of the Subscription Service requires use of any third party products or services, such products and services may require Customer to agree to separate terms. Any terms associated with such third party products or services are solely between Customer and such third party. Lakeside does not endorse or make any representations or warranties with respect to such third party products or services. Notwithstanding any other term of this Agreement, Customer acknowledges that it may receive open source software when Customer uses the Subscription Service and any such open source software is made available under the applicable open source license. Lakeside shall provide a list of the applicable open source license(s) upon request.

2.12 Orders Via Authorized Channels. Customer may purchase the Services from a Lakeside-authorized reseller or distributor (a “Partner”) or through a cloud marketplace on which Lakeside lists the Services (e.g., Microsoft Azure Marketplace, IBM) (a “Marketplace”). Partners and Marketplaces are each an “Authorized Channel.” Where Customer purchases Services through an Authorized Channel: (a) Section 4 (Fees; Payment Terms) and the last sentence of Section 8.1 (rate changes at renewal) shall not apply, and all fees, payment, tax, and related terms shall be governed by Customer’s agreement with the applicable Authorized Channel; (b) references in this Agreement to fees paid or payable by Customer to Lakeside (including in Sections 7.2, 8.3, and 8.4) shall mean fees paid or payable to the applicable Authorized Channel; (c) overage fees under Section 2.3 shall be invoiced and collected by the applicable Authorized Channel; and (d) Lakeside may suspend Services under Section 8.4(i) only upon notice from the applicable Authorized Channel that Customer’s account is delinquent. Lakeside is not a party to any agreement between Customer and an Authorized Channel, and no terms of such agreement bind Lakeside. Customer claims for refunds, credits, or fees shall be directed to the applicable Authorized Channel.

3. CUSTOMER DATA

3.1 Ownership and Use of Customer Data. As between the Parties, Customer or its licensors retain all right, title, and interest (including any and all intellectual property rights) in and to the (i) Customer Data and any modifications made thereto in the course of the operation of the Subscription Service, and (ii) the content of the Reports, subject to Lakeside’s ownership in the templates, structure and format of the Reports. Customer hereby grants to Lakeside a non-exclusive, worldwide, royalty-free right to use, access, transfer, copy, store, transmit, modify, create derivative works of, and display the Customer Data to the extent necessary to provide the Services to Customer, to prevent or address service or technical problems, to meet Lakeside’s obligations under this Agreement, to improve or enhance the Services, to exercise any rights hereunder, and as otherwise may be required and/or permitted by law.

3.2 Sufficient Rights in Customer Data. Customer will ensure that its use of the Services, including but not limited to the Agent Software, and all Customer Data is at all times compliant with this Agreement, Customer’s privacy policies, and all applicable laws and regulations. Customer is solely responsible for the accuracy, content, and legality of all Customer Data. Customer represents and warrants that Customer has sufficient rights in the Customer Data to grant the rights to Lakeside hereunder and that the Customer Data does not infringe or violate the intellectual property, publicity, privacy, or other rights of any third party. For the avoidance of doubt, by installing the Agent Software on a Machine, Customer authorizes Lakeside to collect and use data collected via the Agent Software in accordance with this Agreement, whether in connection with the Subscription Service or On-Premise Software.

3.3 Security of the Subscription Service. Lakeside will only use Customer Data as permitted by applicable laws and this Agreement. Lakeside will implement and maintain a data security program for the Subscription Service that will (i) include administrative, physical, technical, organizational, and other security measures intended to protect against the unauthorized access, destruction, loss, or alteration of any Customer Data, and (ii) comply with applicable data protection laws pertaining to Lakeside’s provision of the Subscription Service.

3.4 Data Privacy. Each Party shall comply with all applicable data protection and privacy laws and regulations in connection with its performance under this Agreement. Lakeside’s collection, use, and disclosure of information in connection with the Services is further described in Lakeside’s Privacy Statement, available at https://www.lakesidesoftware.com/privacy-statement/. If the Parties have mutually agreed in writing to a Data Processing Addendum (“DPA”), the DPA is incorporated into and forms part of this Agreement. In the event of a conflict between the Privacy Statement and this Agreement (including the DPA), this Agreement shall control. Customer is responsible for providing any notices to, and obtaining any consents from, its Users and other individuals as required by applicable law in connection with Customer’s use of the Services.

3.4 Data Retention. Unless otherwise agreed in the applicable Order Form,upon termination or expiration of the applicable Order Form, Lakeside will maintain Customer Data on its servers for a period of thirty (30) days. Except as set forth herein, Lakeside has no obligation to maintain Customer Data on its servers and Customer acknowledges and agrees that Lakeside may delete any Customer Data in the Service at any time after expiration of the thirty (30) day retention period in its sole and exclusive discretion.

4. FEES; PAYMENT TERMS

4.1 Fees. The Customer agrees to pay Lakeside for Services provided and expenses incurred in accordance with and at the rates specified in each Order Form. Unless otherwise set forth on the Order Form, fees for Services will be invoiced annually in advance and payment shall be due within thirty (30) days of receipt of Lakeside’s invoice and shall be made in US Dollars. If Customer fails to pay any amounts due under this Agreement by the due date, in addition to any other rights or remedies it may have under this Agreement or by matter of law, Lakeside (i) reserves the right to suspend the Subscription Services until such amounts are paid in full; and (ii) will have the right to charge interest at a rate equal to the lesser of one and one-half percent (1.5%) per month or the maximum rate permitted by applicable law until Customer pays all amounts due, together with all costs and expenses (including without limitation reasonable attorneys’ fees and disbursements and court costs) incurred by Lakeside in collecting such overdue amounts or otherwise enforcing Lakeside’s rights hereunder; provided that Lakeside will not exercise its right to charge interest if the applicable charges are under reasonable and good faith dispute and Customer is cooperating diligently to resolve the issue. Unless otherwise expressly set forth herein, all fees are non-refundable. If the Customer requires that a purchase order be issued before making payment under any Order Form, Customer must provide such purchase order to Lakeside in time for Customer to meet its payment obligations.

4.2 Taxes. Fees are exclusive of all taxes, levies, withholdings, deductions, and duties imposed by taxing authorities in connection with any Order Form and/or the Services provided hereunder (collectively, “Taxes”). Unless Customer provides a valid certificate of exemption for each respective jurisdiction of its tax-exempt status, Customer is responsible for payment of all Taxes assessed or collected by any governmental body arising from Lakeside’s provision of the Services (except any taxes assessed on Lakeside’s net income). If Lakeside is required to directly pay or collect Taxes related to Customer’s use of the Services hereunder, Customer agrees to promptly reimburse Lakeside for any amounts paid by Lakeside. If Customer has the legal obligation to withhold or deduct any amount from the Fees, the sum payable by Customer shall be increased to the extent necessary to ensure that Lakeside receives an amount net of any withholding or deduction equal to the sum which it would have received had no such deduction or withholding been made. Unless prohibited by the applicable taxing jurisdiction, the tax situs will be Customer’s ship-to address as set forth in the applicable Order Form.

5. CONFIDENTIALITY

5.1 Confidential Information. During the term of this Agreement, each Party will regard any information provided to it by the other Party and designated in writing as proprietary or confidential to be confidential (“Confidential Information”). Confidential Information shall also include information which, to a reasonable person familiar with the disclosing Party’s business and the industry in which it operates, is of a confidential or proprietary nature. The receiving Party shall hold in confidence, and shall not disclose any Confidential Information to any person or entity except to an Affiliate, director, officer, employee, outside consultant, contractor, or advisor (collectively “Representatives”) who have a need to know such Confidential Information in the course of the performance of their duties for the receiving Party and who are bound by a duty of confidentiality no less protective of the disclosing Party’s Confidential Information than this Agreement. The receiving Party and its Representatives shall use such Confidential Information only for the purpose for which it was disclosed and shall not use or exploit such Confidential Information for its own benefit or the benefit of another without the prior written consent of the disclosing Party. Each Party accepts responsibility for the actions of its Representatives and shall protect the other Party’s Confidential Information in the same manner as it protects its own valuable confidential information, but in no event shall less than reasonable care be used. The Parties expressly agree that the terms and pricing of this Agreement are Confidential Information. A receiving Party shall promptly notify the disclosing Party upon becoming aware of a breach hereunder and shall cooperate with any reasonable request of the disclosing Party in enforcing its rights.

5.2 Exclusions. Information will not be deemed Confidential Information hereunder if such information: (i) is known prior to receipt from the disclosing Party, without any obligation of confidentiality; (ii) becomes known to the receiving Party directly or indirectly from a source other than one having an obligation of confidentiality to the disclosing Party; (iii) becomes publicly known or otherwise publicly available, except through a breach of this Agreement; or (iv) is independently developed by the receiving Party without use of the disclosing Party’s Confidential Information. The receiving Party may disclose Confidential Information pursuant to the requirements of applicable law, legal process, or government regulation, provided that it gives the disclosing Party reasonable prior written notice to permit the disclosing Party to contest such disclosure (to the extent permitted by law), and such disclosure is otherwise limited to the required disclosure.

5.3 Injunctive Relief. Notwithstanding any other provision of this Agreement, both Parties acknowledge that any use of the disclosing Party’s Confidential Information in a manner inconsistent with the provisions of this Agreement may cause the disclosing Party irreparable and immediate damage for which remedies other than injunctive relief may be inadequate. Therefore, both Parties agree that, in addition to any other remedy to which the disclosing Party may be entitled hereunder, at law or equity, the disclosing Party shall be entitled to seek an injunction (without the posting of any bond and without proof of actual damages) to restrain such use in addition to other appropriate remedies available under applicable law.

6. WARRANTIES

6.1 Subscription Service Warranty. Lakeside warrants that during the Subscription Term the Subscription Service will conform, in all material respects, with the Documentation. Lakeside does not warrant that it will be able to correct all reported defects or that use of the Subscription Service will be uninterrupted or error free. Lakeside makes no warranty regarding features or services provided by third parties or under the control of Customer. For any breach of the above warranty, Lakeside will, at no additional cost to Customer, provide remedial services necessary to enable the Subscription Service to conform to the warranty. The Customer will provide Lakeside with a reasonable opportunity to remedy any breach and reasonable assistance in remedying any defects. Such warranty shall only apply if the Subscription Service has been utilized by the Customer in accordance with the Order Form and this Agreement. This warranty does not apply to any component of the Services that is subject to an express warranty disclaimer under applicable Product-Specific Terms.

6.2 Disclaimer; No Other Warranty. LAKESIDE DOES NOT REPRESENT THAT THE SERVICES WILL BE ERROR-FREE OR THAT THE SERVICES WILL MEET CUSTOMER’S REQUIREMENTS OR THAT ALL ERRORS IN THE SERVICES WILL BE CORRECTED. THE WARRANTIES STATED IN SECTION 6 ABOVE ARE THE SOLE AND EXCLUSIVE WARRANTIES OFFERED BY LAKESIDE. THERE ARE NO OTHER WARRANTIES OR CONDITIONS, EXPRESS OR IMPLIED, INCLUDING WITHOUT LIMITATION, THOSE OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. THE SUBSCRIPTION SERVICE MAY BE SUBJECT TO LIMITATIONS, DELAYS AND OTHER PROBLEMS INHERENT IN THE USE OF THE INTERNET OR ELECTRONIC COMMUNICATIONS.

7. LIMITATION OF LIABILITY

7.1 Consequential Damage Exclusion. Except for a breach by a Party of its obligations in Section 5 (Confidentiality) and a Party’s willful misconduct or gross negligence, neither Party will be liable to the other or any third party for loss of profits or for any special, indirect, incidental, punitive, consequential, or exemplary damages (including without limitation, damages for loss of business profits, loss of goodwill, business interruption, loss of business information, and/or loss of data) in connection with the performance of the Services, or the performance of any other obligations under this Agreement, even if it is aware of the possibility of the occurrence of such damages.

7.2 Limitation of Liability. Except for a breach by a Party of its obligations in Section 5 (Confidentiality), a Party’s indemnification obligations in Section 10 (Indemnification), a Party’s willful misconduct or gross negligence, or infringement of the other Party’s intellectual property, the total cumulative liability of a Party to the other Party for any and all claims and damages under this Agreement, whether arising by statute, contract, tort or otherwise, will not exceed the fees paid or payable by Customer to Lakeside under the Order Form for the Services which form the subject of the claim during the twelve (12) month period immediately preceding the event giving rise to the claim. The provisions of this Agreement allocate risks between the Parties. The pricing set forth in each Order Form reflects this allocation of risk and the limitation of liability specified herein.

8. TERM

8.1 Term. This Agreement will commence on the Effective Date and will continue in effect until otherwise terminated in accordance with Section 8.2 (Termination) below. The Subscription Term shall be set forth on the Order Form. Unless either Party provides the other Party with written notice of non-renewal at least thirty (30) days prior to the expiration of the then-current Subscription Term, each Order Form shall automatically renew for successive periods equal to the initial Subscription Term at Lakeside’s then-current rates unless provided for otherwise on the Order Form.

8.2 Termination. Notwithstanding the foregoing, either Party may terminate this Agreement or any Order Form immediately in the event of a material breach of this Agreement or any such Order Form by the other Party that is not cured within thirty (30) days of written notice from the other Party. Termination of an Order Form shall not be deemed a termination of this Agreement. Termination of this Agreement shall, however, terminate all outstanding Order Forms. Either Party may also terminate this Agreement upon no less than thirty (30) days’ prior written notice to the other Party for any reason, if at such time there are no outstanding Order Forms then currently in effect. All rights and obligations of the Parties which by their nature are reasonably intended to survive such termination or expiration will survive termination or expiration of this Agreement and each Order Form.

8.3 Effect of Termination. Upon any termination or expiration of this Agreement or any applicable Order Form, Lakeside shall no longer provide the applicable Services to the Customer and the Customer shall promptly cease and cause its Users to promptly cease using the applicable Services and Customer agrees to uninstall and remove the Agent Software and any on-premise software from all Machines and servers at Customer’s expense and destroy any copies thereof that Customer has made. The Customer shall pay Lakeside for all fees that accrued prior to the termination date. Except as expressly provided herein, termination of this Agreement by either Party will be a nonexclusive remedy for breach and will be without prejudice to any other right or remedy of such Party. If the Order Form is terminated for any reason other than termination as a result of Lakeside’s material breach, then Lakeside shall be entitled to all of the fees due under the applicable Order Form for the entire unexpired terminated portion of the term of such Order Form. If the Order Form is terminated as a result of Lakeside’s material breach, then Customer shall be entitled to a refund of the pro rata portion of any prepaid unused subscription fees or any other prepaid, unused fees paid by Customer to Lakeside under this Agreement. Upon termination of this Agreement, each Party shall promptly return or destroy all Confidential Information of the other Party in its possession. After termination of this Agreement, Lakeside will have no further obligation to store and/or make available the Customer Data and may delete the same.

8.4 Suspension of Service. In addition to any of its other rights or remedies (including, without limitation, any termination rights) set forth in this Agreement, Lakeside reserves the right to suspend provision of the Services if: (i) Customer is thirty (30) days or more overdue on a payment; (ii) Lakeside reasonably determines suspension is necessary to avoid material harm to Lakeside, Customer, and/or other Lakeside customers, including if the Subscription Service is experiencing denial of service attacks, mail flooding, or other attacks or disruptions outside of Lakeside’s control; or (iii) required by law or at the request of governmental entities.

9. OWNERSHIP; USE OF DATA; OBLIGATIONS

9.1 Services. The Customer acknowledges and agrees that as between Lakeside and the Customer, all right, title, and interest in and to the Services (including, without limitation, the Subscription Service), the Lakeside Technology (excluding any Customer Data) and including all modifications and configurations, all Lakeside Data, and all of Lakeside’s proprietary technology, including, without limitation, all software, products, processes, algorithms, user interfaces, know-how, techniques, designs, and other tangible or intangible technical material or information made available to the Customer by Lakeside in providing the Services and all derivatives thereof are and shall remain Lakeside’s or its licensors’ sole and exclusive property. The Lakeside name, all Lakeside logos, and the product names associated with the Services are trademarks of Lakeside or third parties, and no right or license is granted to use them. The Customer shall not remove any Lakeside trademark or logo from the Services. During the term of this Agreement, Lakeside grants to the Customer a limited, worldwide, non-exclusive, non-transferable (except as set forth in Section 11.3 (Assignment)), royalty-free right to use, display, transmit, and distribute Lakeside Data solely in connection with the Customer’s permitted use of the Services.

Lakeside owns all Subscription Service Data and the Parties agree that Lakeside may use Subscription Service Data for any business purpose during or after the term of this Agreement. Lakeside will not distribute Subscription Service Data in a manner that personally identifies Customer, customers of Customer, or its Users. For purposes of the foregoing, “Subscription Service Data” means (i) data generated by aggregating Customer Data with other data so that the results are not personally identifiable with respect to Customer, customers of Customer, or Users, and (ii) any analytics, benchmarking, statistical usage, performance metrics, pseudonymous data, and learnings regarding Customer’s use of the Subscription Service or otherwise derived from Lakeside’s operation of the Subscription Service. Subscription Service Data is not Customer Data or Customer Confidential Information.

In the event Customer provides Lakeside with Feedback, Customer hereby grants to Lakeside an irrevocable, fully-paid up, non-exclusive, royalty-free, perpetual and worldwide license to use, reproduce, distribute, create derivative works of, publicly perform, and publicly display such Feedback in any medium or format, whether now known or later developed.

9.2 Customer Obligations. Customer is responsible for procuring and maintaining the network connections that connect the Customer to the Subscription Service. The Customer agrees: (i) that only authorized Users are permitted to use the Subscription Service; (ii) that it is responsible for authorized Users’ actions or failures to act in connection with activities contemplated under this Agreement; and (iii) to otherwise take all commercially reasonable steps to protect the Subscription Service (including the Agent Software) and the Documentation from unauthorized use and/or access. Customer is also responsible for all activities conducted under its User logins, on any Machines, and for its Users’ compliance with this Agreement.

Neither the Customer nor its Users shall use the Subscription Service to: (a) send, upload, or otherwise transmit any Customer Data that is unlawful, threatening, abusive, harassing, tortious, defamatory, vulgar, obscene, libelous, invasive of another’s privacy, hateful, or otherwise objectionable; (b) upload or otherwise transmit, display, or distribute any Customer Data that infringes any trademark, trade secret, copyright, or other proprietary or intellectual property rights of any person; (c) upload or otherwise transmit any material that contains software viruses or any other computer code, files, or programs designed to interrupt, destroy, or limit the functionality of any computer software or hardware or telecommunications equipment; (d) interfere with or disrupt the Subscription Service or networks connected to the Subscription Service; or (e) violate any applicable law or regulation.

The Customer agrees that Customer’s purchases are not contingent on the delivery of any future functionality or features, or dependent on any oral or written public comments made by Lakeside regarding future functionality or features. Customer acknowledges that Lakeside may engage third parties to provide or enable elements of the Services, provided that Lakeside is responsible to Customer for the performance of such third parties as if Lakeside performed the Services directly.

9.3 Export Related Obligations. Compliance with Laws; Export Controls; Anti-Corruption. Each Party represents, warrants, and covenants that it will comply with all applicable laws, rules, and regulations in connection with this Agreement, including without limitation: (i) all applicable export control, economic and trade sanctions laws, regulations, embargoes, and restrictive measures administered or enforced by the United States (including the Export Administration Regulations, sanctions administered by the Office of Foreign Assets Control of the U.S. Department of the Treasury (“OFAC”), and the U.S. Department of State), the European Union, the United Kingdom (including His Majesty’s Treasury), the United Nations Security Council, and any other applicable governmental authority (collectively, “Trade Controls”); and (ii) all applicable anti-bribery and anti-corruption laws, including the U.S. Foreign Corrupt Practices Act, the UK Bribery Act 2010, and any implementing legislation of the OECD Convention on Combating Bribery of Foreign Public Officials in International Business Transactions. Neither Party shall, directly or indirectly, export, re-export, or otherwise make available the Services or any Customer Data to (A) any person or entity that is listed on, or owned or controlled by a person or entity listed on, any restricted party list maintained by OFAC, the European Union, or His Majesty’s Treasury, including the Specially Designated Nationals and Blocked Persons List; (B) any country or territory that is the subject of comprehensive Trade Controls (currently including Cuba, Iran, North Korea, Syria, and the Crimea, Donetsk, and Luhansk regions of Ukraine); or (C) any other person, entity, or jurisdiction in violation of applicable Trade Controls. Each Party further represents and warrants that neither it nor any person acting on its behalf has made, offered, promised, or authorized, and will not make, offer, promise, or authorize, any payment, gift, or transfer of anything of value, directly or indirectly, to any government official, political party, or candidate for political office for the purpose of influencing any act or decision or securing any improper advantage in connection with this Agreement. Each Party shall promptly notify the other Party in writing if it becomes aware of any actual or suspected violation of this Section 9.3.

Use or facilitation of the Services in connection with any activity including, but not limited to, the design, development, fabrication, training, or testing of chemical, biological, or nuclear materials, or missiles, drones, or space launch vehicles capable of delivering weapons of mass destruction is strictly prohibited.

10. INDEMNIFICATION

10.1 Lakeside Indemnification. Lakeside Indemnification. Subject to Section 10.3 below, Lakeside will defend Customer, its Affiliates and their respective officers, directors, and employees (collectively, the “Customer Indemnitees”), against any claim, demand, suit or proceeding made or brought against any of the Customer Indemnitees by a third party alleging that the Services infringe or misappropriate such third party’s intellectual property rights (a “Claim Against Customer”), and will indemnify the Customer Indemnitees from any damages (including reasonable attorney fees and costs) finally awarded against any of the Customer Indemnitees as a result of, or for amounts paid under a court-approved settlement of, a Claim Against Customer. If a Claim Against Customer is brought or is likely, in Lakeside’s sole opinion, to be brought, Lakeside will: (i) obtain the right for Customer to continue using the Services; (ii) replace or modify the affected portions of the Services so that they become non-infringing; or (iii) upon notice to Customer, terminate this Agreement or Customer’s use of the affected portions of the Services, provided that in the case of (iii) Lakeside promptly refunds to Customer the pro rata portion of any unearned pre-paid fees paid hereunder for the affected portions of the Services. Lakeside’s obligations in this Section 10.1 do not cover third party claims to the extent such claims arise from: (a) any products, services, technology, materials, or data not created or provided by Lakeside (including without limitation any Customer Data); (b) any part of the Services made in whole or in part in accordance to Customer’s specifications; (c) any modifications made after delivery by Lakeside; (d) any combination with other products, processes, or materials not provided by Lakeside (where the alleged damages, costs, or expenses arise from or relate to such combination); (e) where Customer continues allegedly infringing activity after being notified thereof or after being informed of modifications that would have avoided the alleged infringement; or (f) Customer’s use of the Services other than in material accordance with this Agreement, the Order Form, or any Documentation.

10.2 Customer Indemnification. Subject to Section 10.3 below, Customer will defend Lakeside, its Affiliates and their respective officers, directors and employees (collectively, the “Lakeside Indemnitees”) against any claim, demand, suit or proceeding made or brought against any or all of the Lakeside Indemnitees by a third party: (i) alleging that the Customer Data, or any use thereof, infringes the intellectual property rights or proprietary rights of others, or has caused harm to a third party; (ii) Customer’s installation of the Agent Software in a manner not in accordance with the Documentation or this Agreement; (iii) arising out of or attributable to the Customer’s breach of Sections 2.7 (General Restrictions) or 9.2 (Customer Obligations) above; or (iv) arising out of or attributable to Customer’s misuse of the Subscription Service (each, a “Claim Against Lakeside”), and will indemnify the Lakeside Indemnitees from any damages, reasonable attorney fees and costs finally awarded against the Lakeside Indemnitees as a result of, or for any amounts paid under a court-approved settlement of a Claim Against Lakeside.

10.3 Indemnification Procedure. Each Party’s obligation to indemnify the other Party is conditioned on the Party seeking indemnification: (i) promptly notifying the indemnifying Party in writing of any claim, suit, or proceeding for which indemnity is claimed, provided that failure to so notify will not remove the indemnifying Party’s obligation except to the extent it is prejudiced thereby; (ii) allowing the indemnifying Party to solely control the defense of any claim, suit, or proceeding and all negotiations for settlement; provided that the indemnifying Party shall not settle any claim that requires the indemnified Party to admit fault without the indemnified Party’s prior written consent (such consent not to be unreasonably withheld or delayed); and (iii) giving the indemnifying Party reasonable assistance in the defense and settlement of any claim, suit, or proceeding for which indemnity is claimed.

10.4 Sole Remedy. This Section 10 states the indemnifying Party’s sole liability to, and the indemnified Party’s exclusive remedy against, the other Party for any type of claim described in this section.

11. GENERAL

11.1 Entire Agreement. This Agreement, including all Order Forms and any exhibits hereto, contains the entire agreement between the Parties with respect to the subject matter hereof, and supersedes all prior or contemporaneous proposals, understandings, representations, warranties, covenants, and any other communications (whether written or oral) between the Parties relating thereto and is binding upon the Parties. Only a written instrument that refers to this Agreement or the applicable Order Form and that is duly signed by the authorized representatives of both Parties may amend this Agreement or such Order Form. Any inconsistent or conflicting terms and conditions contained in any purchase order issued by the Customer shall be of no force or effect, even if the order is accepted by Lakeside. Any conflict between the terms and conditions set forth in this Agreement and any Order Form shall be resolved in favor of this Agreement, except that Product-Specific Terms shall control to the extent they expressly modify or override a provision of this Agreement.

11.2 Lakeside Affiliates. Any obligations or rights under this Agreement that may be performed or exercised by Lakeside may be performed or exercised by Lakeside’s Affiliates. By way of non-limiting example, Lakeside’s Affiliates may provide support and/or carry out invoicing and receipt of payment.

11.3 Assignment. Either Party may assign this Agreement as part of a corporate reorganization, consolidation, merger, or sale of all or substantially all of its assets. Except as expressly stated in this Agreement, neither Party may otherwise assign its rights or delegate its duties under this Agreement. In the event of any permitted assignment by Customer, the rights granted under this Agreement shall continue to be subject to the same usage limitations that applied under the applicable Order Form(s) prior to the assignment. Any purported assignment or other transfer in violation of this Section 11.3 is void.

11.4 Governing Law. This Agreement shall be governed by and construed in accordance with the laws of the State of Delaware without regard to its conflict of law provisions. For resolution of any disputes arising out of this Agreement, the parties hereby consent to the exclusive jurisdiction of the state and federal courts located in New Castle County, Delaware.

11.5 Relationship of the Parties. Lakeside and the Customer are independent contractors, and nothing in this Agreement shall be construed as making them partners or creating the relationships of employer and employee, master and servant, or principal and agent between them, for any purpose whatsoever. Neither Party shall make any contracts, warranties or representations or assume or create any obligations, express or implied, in the other Party’s name or on its behalf.

11.6 Force Majeure. Except for the obligation to make payments, nonperformance of either Party shall be excused to the extent that performance is rendered impossible by strike, fire, flood, governmental acts or orders or restrictions, failure of suppliers, or any other reason where failure to perform is beyond the reasonable control of the non-performing Party.

11.7 Notices. All legal notices (e.g., notice of termination of this Agreement or an Order Form) required under this Agreement must be delivered to the other Party in writing: (i) in person, (ii) by recognized overnight delivery service, or (iii) by certified mail (requiring signature) to the other Party’s corporate headquarters, Attention: Legal Department. With respect to all other notices, Customer may email Lakeside at [email protected] and Lakeside may email Customer’s contact identified on the applicable Order Form. Either Party may change its address by giving written notice to the other Party.

11.8 Modifications. Lakeside may make modifications to the Services or particular components from time to time provided that such modifications do not materially degrade any functionality of the Subscription Service. Lakeside may update the terms of this Agreement (which includes Product-Specific Terms) by providing written notice to Customer of the change. Modifications to the Agreement will take effect with the next Order Form or renewal. Lakeside may specify that certain modification(s) to the Agreement will become effective immediately if such modification is required to address compliance with applicable laws. No modification that materially diminishes Customer’s rights or materially increases Customer’s obligations shall be effective during a then-current Subscription Term without Customer’s written consent.

11.9 Publicity. Customer hereby grants Lakeside a non-exclusive license solely during the term of the Order Form to list Customer’s name and display Customer’s logo in the customer section of Lakeside’s website and to use Customer’s name and logo in Lakeside’s customer lists, but only to the extent that other customers of Lakeside are also listed on such list.

11.10 No Third Party Beneficiaries. Nothing contained in this Agreement is intended or shall be construed to confer upon any person any rights, benefits, or remedies of any kind or character whatsoever, or to create any obligation of a Party to any such person.

11.11 Counterparts. This Agreement may be executed electronically and in counterparts, in which case each signed copy will be deemed an original as though both signatures appeared on the same document.

11.12 Waiver and Severability. Performance of any obligation required by a Party hereunder may be waived only by a written waiver signed by an authorized representative of the other Party. The failure of either Party to exercise any of its rights under this Agreement will not be deemed a waiver or forfeiture of such rights. The invalidity or unenforceability of one or more provisions of this Agreement will not affect the validity or enforceability of any of the other provisions hereof, and this Agreement will be construed in all respects as if such invalid or unenforceable provision(s) were omitted.

Exhibit A
Product-Specific Terms

These Product-Specific Terms form part of, and are subject to, the Master Services Agreement or other controlling Services Agreement (the “Agreement”) made between Lakeside and Customer. To the extent Customer is using any of the Services listed below, the additional terms corresponding to those Services apply to Customer’s use. Capitalized terms used and not defined in the Product-Specific Terms have the meaning given to them in the Agreement. Lakeside reserves the right to update these Product-Specific Terms from time to time pursuant to the Modifications section of the Agreement.

SysTrack AI

DEFINITIONS

“Customer Data” means all Data that are uploaded by or on behalf of Customer or a User to the Subscription Service.

“Data” means electronic data, information, text, messages, images, materials, photos, audio, video, software code, executable scripts, and all other forms of data, content, or communication.

“Input” means questions or information which may include Customer Data as submitted by the Customer (or on behalf of the Customer) to any component of the SysTrack AI portion of the Subscription Service for processing;

“Output” means responses or content generated and presented back to the Customer as a result of using SysTrack AI based on Input;

“Personal Data” means any data relating to an identified or identifiable natural person, including any information that could reasonably be used, alone or in combination with other information, to identify a natural person, and as further defined by applicable data protection laws, including but not limited to the GDPR, CCPA, and other privacy regulations.

“SysTrack AI” means any product, service, feature, or functionality made available by Lakeside, now or in the future, utilizing artificial intelligence (“AI”), machine learning, large language models, generative AI, natural language processing, predictive analytics, or similar technologies, whether Lakeside-developed or third-party, and whether embedded within SysTrack or standalone. Where Customer’s Order Form includes any SysTrack AI component, such component is part of the Subscription Service and subject to these Product-Specific Terms. Lakeside may, at its sole discretion, modify, enhance, or replace underlying models, algorithms, data sources, or third-party services, add or remove features, or rebrand SysTrack AI offerings, provided such changes do not materially diminish core functionality.

LICENSE GRANT; OWNERSHIP OF INTELLECTUAL PROPERTY

Subject to the terms herein, Lakeside grants Customer a non-exclusive, non-transferable right to access and use SysTrack AI for the term and volumes set forth in the applicable Order Form, subject to Customer’s compliance with all applicable laws. As between the parties, Lakeside retains all right, title, and interest in SysTrack AI, all modifications and configurations thereto, all Lakeside Data, and all proprietary technology, including software, algorithms, methodologies, user interfaces, know-how, designs, and other technical material made available in providing SysTrack AI. By using SysTrack AI, Customer authorizes Lakeside to access and use Input and Customer Data to operate SysTrack AI, provide the Subscription Service, and improve Lakeside services. Customer acknowledges that: (a) SysTrack AI utilizes probabilistic technologies that may produce inaccurate, incomplete, or inconsistent outputs, and Lakeside has no obligation to verify any Output; (b) Customer is solely responsible for its internal AI usage policies and user training; (c) Customer shall provide all transparency notices and obtain all consents required by applicable law; (d) Customer shall implement sufficient human oversight and shall not use SysTrack AI for fully automated decision-making that produces legal or similarly significant effects on individuals without appropriate human review; and (e) Customer assumes all risk associated with its use of Output, including decisions or actions based thereon.

ACCEPTABLE USE; RESTRICTIONS

Customer is solely responsible for its Input. Customer shall not submit Input that violates third-party intellectual property rights, applicable law, the Agreement, or these Product-Specific Terms, or that contains sensitive or regulated information including protected health information, financial account numbers, social security numbers, or biometric data. Customer shall not use SysTrack AI to: (a) compete with Lakeside or its services; (b) misrepresent Output as solely human-generated; (c) generate spam, fraudulent, or inappropriate content; (d) violate technical documentation or usage guidelines; (e) make or inform decisions producing legal or similarly significant effects on individuals, including employment, credit, insurance, housing, or education decisions; (f) operate in safety-critical or life-critical environments; (g) circumvent safety measures, content filters, or rate limits; (h) reverse engineer or extract underlying models, weights, or training data; or (i) train competing machine learning models. Customer’s use is subject to Lakeside’s Fair Use Policy; if Customer exceeds fair usage as determined by Lakeside, Lakeside may immediately disable or degrade SysTrack AI without liability. Lakeside may monitor usage and suspend access without prior notice if Lakeside reasonably believes Customer’s usage bypasses rate limits, affects the security or integrity of the Subscription Service, violates applicable law or the Agreement, or exposes Lakeside to material liability. Output is provided as a suggestion only, may not be unique, and must be independently verified by Customer before any use or reliance. Customer shall not represent Output as human-generated and shall promptly report any inaccurate, harmful, biased, or inappropriate Output to Lakeside.

AUTOMATED ACTIONS AND REMEDIATIONS

SysTrack AI may generate suggested repair scripts, configuration changes, and other remediation actions (“AI-Generated Actions”). Unless Customer enables automated execution per this section, AI-Generated Actions are recommendations requiring Customer authorization before execution.

Human-in-the-Loop Mode. When enabled, SysTrack AI presents AI-Generated Actions to designated Customer personnel for approval before execution. Customer may configure approval workflows, approvers, and timeframes.

Automated Execution Mode. When enabled, Customer may turn on automated execution of AI-Generated Actions meeting Customer-defined criteria. Before enabling, Customer must: (a) review and accept the risk classification framework in the Documentation; (b) configure permitted action categories, affected systems scope, and exclusions; and (c) designate a responsible individual for oversight. Lakeside will maintain audit logs of automated executions, accessible through the Subscription Service. Customer acknowledges that AI-Generated Actions may not resolve all issues and may produce unintended effects; Customer remains solely responsible for system operations. All disclaimers and limitations of liability herein apply to AI-Generated Actions regardless of execution mode.

Risk Classification. Where available, Lakeside will provide Documentation describing risk classification categories for AI-Generated Actions, which may include impact levels (e.g., Low, Medium, High) based on factors such as reversibility, affected systems scope, data loss potential, and service disruption risk. Such Documentation will be made available as risk classification features are developed and released. Risk classifications are informational and may be AI-generated; Lakeside does not warrant their accuracy or completeness. Customer may configure Automated Execution Mode based on available risk classifications and action categories.

DATA RIGHTS

Lakeside owns and retains all right, title, and interest in the following (collectively, “Lakeside SysTrack AI Data”): (a) aggregated Data combining Input with data from other customers or sources; (b) analytics, benchmarking, statistical usage, performance metrics, model performance data, and learnings derived from Customer’s use of SysTrack AI; (c) feedback signals, including Customer’s acceptance, modification, or rejection of AI-Generated Actions and recommendations; and (d) improvements, modifications, or derivative works to Lakeside’s models, algorithms, or services arising from operation of SysTrack AI. Lakeside SysTrack AI Data excludes Personal Data and data that identifies Customer. Lakeside may use Lakeside SysTrack AI Data during and after the Term to develop, improve, and enhance its products and services, but will not distribute such data in a manner that identifies Customer or its users. Cross-Customer Insights (as defined below) are Lakeside SysTrack AI Data and are subject to the additional terms set forth in the Cross-Customer Insights section. To the extent Lakeside uses Customer Data, Input, or Output to fine-tune or train machine learning methods and data models used to provide SysTrack AI (a “Customer Trained Model”), Lakeside will deploy such Customer Trained Model solely to provide SysTrack AI to Customer and will not deploy it for other customers or third parties. Any aggregated, anonymized learnings, improvements, or derivative works arising from operation of a Customer Trained Model constitute Lakeside SysTrack AI Data and may be used by Lakeside during and after the Term to develop, improve, and enhance its products and services.

Cross-Customer Insights. Lakeside may derive aggregated, anonymized insights from SysTrack AI operations across its customer base (“Cross-Customer Insights”) to identify patterns, anomalies, and emerging issues. Cross-Customer Insights are Lakeside SysTrack AI Data. Lakeside may use Cross-Customer Insights to: (a) provide proactive alerts about widespread issues; (b) improve detection accuracy and reduce false positives; and (c) develop benchmarking and comparative analytics. Cross-Customer Insights are derived solely from aggregated, anonymized data and do not identify Customer or its users. Lakeside may, at its sole discretion, make participation controls available for certain features in future product releases.

CONVERSATION DATA AND ACCESS

Chat transcripts are stored in secure cloud infrastructure with logical separation specific to Customer. Transcripts are not directly accessible by Customer except through such access mechanisms as Lakeside may make available from time to time, which may include support requests, self-service interfaces, or other means designated by Lakeside. Lakeside may search (by UPN) and review chat transcripts and conversation logs without a support ticket for: (a) troubleshooting and error resolution; (b) proactive identification of service issues; (c) experience analysis; and (d) product development. Lakeside may maintain logs of its access to Customer conversation data; such logs, to the extent maintained, will be made available to Customer upon reasonable written request. Customer retains ownership of its conversation logs. Lakeside will not use conversation logs to train large language models. Lakeside will retain chat transcripts for the duration of Customer’s subscription term, after which they will be deleted in accordance with Lakeside’s standard data retention practices unless otherwise required by law. Customer may revoke Lakeside’s discretionary access to conversation data (including access for product development and experience analysis) upon thirty (30) days’ written notice to Lakeside. Such revocation does not affect Lakeside’s access that is operationally necessary to provide, maintain, troubleshoot, or support the Subscription Service. Customer acknowledges that revoking discretionary access may affect service quality, feature development, and Lakeside’s ability to proactively identify and resolve issues.

DATA PROCESSING; THIRD-PARTY AI SERVICES

To the extent Customer Data input to SysTrack AI contains Personal Data, Customer instructs Lakeside to process such data to provide SysTrack AI. Lakeside uses the Azure OpenAI Service and may use other third-party AI services. Lakeside will make information regarding its third-party AI service providers available to Customer upon reasonable request. Customer shall comply with all applicable AI laws and regulations, including the EU AI Act, state-level AI regulations, and sector-specific AI requirements. Lakeside shall ensure that its use of third-party AI services in connection with SysTrack AI is consistent with the terms of this Agreement and the DPA. Customer shall not use SysTrack AI in any manner that would classify Lakeside as a provider or deployer of a high-risk AI system under applicable law without Lakeside’s prior written consent.

Regulatory Cooperation. Upon reasonable written request, Lakeside will cooperate with Customer’s regulatory inquiries and audits relating to SysTrack AI use, including written responses to questionnaires, conference calls with regulators at mutually agreeable times, and providing Documentation per the Transparency and Explainability section. Lakeside will provide such cooperation at no additional charge for a reasonable level of effort; any cooperation beyond what is reasonable shall be at Customer’s expense.

EDGE AI PROCESSING

Certain SysTrack AI features perform AI inference locally on Customer endpoints using small language models (“Edge AI”). Where deployed: (a) data processed by the local model remains on the endpoint unless escalated to cloud services; (b) endpoint hardware requirements (including NPU and memory) are specified in Documentation; (c) Lakeside may update Edge AI models through standard software update channels; and (d) Customer may configure escalation policies for cloud processing. Lakeside will maintain Documentation identifying which SysTrack AI features process data locally versus in cloud environments. Where required by applicable law (including the EU AI Act), Lakeside will provide AI processing location information upon reasonable written request.

API AND PROGRAMMATIC ACCESS

Customer may access SysTrack AI through published APIs, Model Context Protocol (MCP), Agent-to-Agent, and other programmatic interfaces (“Programmatic Access”), subject to the Fair Use Policy and Documentation rate limits. Customer shall not: (a) circumvent rate limits or usage restrictions; (b) resell or sublicense Programmatic Access without Lakeside’s prior written consent; or (c) use Programmatic Access to build competing products or services.

Partner and Integration Use. Customer may permit authorized service providers and integration partners to access SysTrack AI through Programmatic Access, provided: (i) access is within Customer’s licensed volumes; (ii) Customer remains responsible for partner usage, including any usage billing and volume overages; and (iii) partners agree to terms at least as protective as these Product-Specific Terms. Customer shall provide a current list of authorized partners upon Lakeside’s request.

TRANSPARENCY AND EXPLAINABILITY

Lakeside will provide Documentation describing: (a) general capabilities and intended uses of SysTrack AI features; (b) known limitations and reduced-performance scenarios; and (c) data types processed by each feature. Lakeside is not required to disclose proprietary model architectures, training methodologies, or algorithmic details. Explanations of AI outputs are informational only and do not modify any disclaimer or limitation of liability.

OPERATIONAL WARRANTY

Lakeside warrants that during the applicable Subscription Term, SysTrack AI will be available and will operate in material conformance with the Documentation. For any breach of this warranty, Lakeside will, at no additional cost to Customer, provide remedial services necessary to enable SysTrack AI to conform to this warranty. This warranty does not extend to: (a) the accuracy, completeness, or reliability of any Output; (b) third-party AI components or services; or (c) any use of SysTrack AI other than in material accordance with the Documentation and these Product-Specific Terms. This is SysTrack AI’s sole operational warranty.

DISCLAIMER

LAKESIDE PROVIDES SYSTRACK AI “AS IS” AND “AS AVAILABLE” WITHOUT WARRANTY OF ANY KIND. EXCEPT FOR THE OPERATIONAL WARRANTY ABOVE, NO OTHER WARRANTIES IN THE AGREEMENT OR OTHERWISE APPLY TO SYSTRACK AI. LAKESIDE MAKES NO WARRANTY AS TO THE ACCURACY, COMPLETENESS, RELIABILITY, OR USEFULNESS OF ANY INPUT, OUTPUT, OR RESULTS OBTAINED THROUGH SYSTRACK AI. CUSTOMER AGREES NOT TO RELY UPON FACTUAL ASSERTIONS IN OUTPUT WITHOUT INDEPENDENTLY VERIFYING THEIR ACCURACY. OUTPUT THAT APPEARS ACCURATE BECAUSE OF ITS DETAIL OR SPECIFICITY MAY STILL CONTAIN MATERIAL INACCURACIES. CUSTOMER ACKNOWLEDGES THAT SYSTRACK AI MAY GENERATE INACCURATE, INCOMPLETE, BIASED, OR INAPPROPRIATE OUTPUT (“HALLUCINATIONS”), THAT THIRD-PARTY AI COMPONENTS ARE PROVIDED WITHOUT WARRANTY, AND THAT SYSTRACK AI FUNCTIONALITY MAY CHANGE WITHOUT NOTICE. LAKESIDE DOES NOT WARRANT OR ATTEMPT TO VERIFY COMPLIANCE WITH ANY LAW OR REGULATION. SYSTRACK AI IS EXCLUDED FROM ANY SERVICE LEVEL COMMITMENT. CLAIMS OF INTELLECTUAL PROPERTY INFRINGEMENT OR MISAPPROPRIATION ARISING FROM INPUT ARE EXCLUDED FROM ANY LAKESIDE INDEMNITY OBLIGATIONS. CLAIMS OF INTELLECTUAL PROPERTY INFRINGEMENT ARISING FROM OUTPUT ARE SUBJECT SOLELY TO THE OUTPUT INTELLECTUAL PROPERTY INDEMNITY SECTION BELOW.

AI-SPECIFIC LIMITATION OF LIABILITY

LAKESIDE’S TOTAL LIABILITY ARISING OUT OF OR RELATING TO SYSTRACK AI SHALL NOT EXCEED THE FEES PAID BY CUSTOMER FOR SYSTRACK AI DURING THE TWELVE (12) MONTHS PRECEDING THE CLAIM. LAKESIDE SHALL HAVE NO LIABILITY FOR: (I) INACCURACY, INCOMPLETENESS, OR MISLEADING NATURE OF OUTPUT; (II) DECISIONS OR ACTIONS TAKEN BASED ON OUTPUT; (III) HALLUCINATIONS OR AI-GENERATED ERRORS; (IV) BIAS, DISCRIMINATION, OR OFFENSIVE CONTENT IN OUTPUT; (V) FAILURES OR MODIFICATIONS OF THIRD-PARTY AI SERVICES; (VI) CUSTOMER’S FAILURE TO COMPLY WITH APPLICABLE AI LAWS OR IMPLEMENT ADEQUATE HUMAN OVERSIGHT; OR (VII) ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, PUNITIVE, OR EXEMPLARY DAMAGES, EVEN IF LAKESIDE HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. CUSTOMER ASSUMES ALL RISK ASSOCIATED WITH ITS USE OF SYSTRACK AI AND ANY OUTPUT. THESE LIMITATIONS APPLY NOTWITHSTANDING ANY FAILURE OF ESSENTIAL PURPOSE OF ANY LIMITED REMEDY. THESE LIMITATIONS SUPPLEMENT THE AGREEMENT; TO THE EXTENT OF ANY CONFLICT BETWEEN THIS SECTION AND THE AGREEMENT, THE MORE RESTRICTIVE LIMITATION ON LAKESIDE’S LIABILITY SHALL CONTROL.

TERM AND TERMINATION

Either party may terminate these Product-Specific Terms upon thirty (30) days’ written notice if the other party materially breaches and fails to cure within the notice period. Notwithstanding the foregoing, Lakeside may immediately suspend or terminate Customer’s access to SysTrack AI, in whole or in part, without prior notice and without liability, if: (i) Customer’s use violates applicable law or these Product-Specific Terms; (ii) Customer’s use poses a security, privacy, or safety risk to Lakeside or third parties; (iii) continued provision would expose Lakeside to liability; or (iv) required by a third-party AI service provider. Upon termination or expiration, Customer shall immediately cease all use of SysTrack AI and any Output, and Lakeside may delete Customer Data, Input, and Output associated with SysTrack AI. Termination of these Product-Specific Terms shall not entitle either party to terminate the Agreement. Sections relating to disclaimers, limitations of liability, data rights, and indemnification shall survive termination.

Professional Services

“Professional Services” means any standard training, customer success, implementation, configuration, deployment, or related professional services package(s) purchased by Customer. All Professional Services purchased by Customer shall be set forth in an Order Form, quote, or statement of work referencing this Agreement (each, a “SOW”). Each SOW shall describe the scope, deliverables, timeline, fees, and any applicable acceptance criteria for the Professional Services to be performed.

Professional Services are separate and apart from the Subscription Service and neither Party’s obligations in connection with the Subscription Service are dependent in any way on any Professional Services. Lakeside retains all ownership rights in and to all work product created by or for Lakeside in the provision of any Professional Services (excluding any Customer Confidential Information or Customer Data contained therein) and any derivative works thereof. Subject to Customer’s payment of applicable fees, Lakeside hereby grants Customer a limited, non-exclusive, non-transferable, royalty-free license to use the work product delivered to Customer under an applicable SOW solely for Customer’s internal business purposes. Nothing in this Agreement or any Order Form will prohibit or limit Lakeside from providing the same or similar Professional Services or work product to any third party.

Scope and Change Orders. Lakeside shall perform the Professional Services described in the applicable SOW. Any changes to the scope, deliverables, or timeline of an SOW shall be documented in a written change order signed by both Parties. Additional work requested by Customer outside the original SOW scope shall be subject to Lakeside’s then-current rates unless otherwise agreed in the change order.

Customer Cooperation. Customer shall provide Lakeside with timely access to Customer’s personnel, systems, facilities, and information reasonably necessary for Lakeside to perform the Professional Services. If Customer’s failure to provide such access or cooperation delays Lakeside’s performance, Lakeside shall not be liable for any resulting delays and may adjust the project timeline and fees accordingly upon written notice to Customer.

Scheduling and Cancellation. Scheduled Professional Services sessions (including on-site visits and remote engagements) require not less than five (5) business days’ prior written notice to reschedule or cancel. If Customer cancels or reschedules with less than five (5) business days’ notice, Customer shall be responsible for any non-recoverable costs incurred by Lakeside, including travel and accommodation expenses.

Expenses. If Professional Services require travel, Customer shall reimburse Lakeside for reasonable, pre-approved travel and out-of-pocket expenses incurred in connection with on-site Professional Services, in accordance with Lakeside’s standard travel and expense policy.

Acceptance. Upon completion of any deliverable specified in a SOW, Lakeside shall notify Customer in writing. Customer shall have ten (10) business days from receipt of such notice to review the deliverable and provide written notice of any material non-conformance with the applicable SOW specifications (“Deficiency Notice”). If Customer does not deliver a Deficiency Notice within such period, the deliverable shall be deemed accepted. If Customer delivers a timely Deficiency Notice, Lakeside shall use commercially reasonable efforts to correct the identified non-conformance and resubmit the deliverable for acceptance under the same process.

Warranty. Lakeside warrants that Professional Services will be provided in a competent and professional manner and in accordance with any specifications set forth in the applicable SOW in all material respects. If the Professional Services are not performed as warranted, then, upon Customer’s written request delivered within thirty (30) days following completion of the applicable Professional Services, Lakeside shall promptly re-perform, or cause to be re-performed, such Professional Services, at no additional charge to Customer. Re-performance is Customer’s sole and exclusive remedy for breach of this warranty.

On-Premise SysTrack Software

DEFINITIONS

“Licensed Endpoints” means the maximum number of Machines on which Customer is authorized to install and operate the Agent Software component of the On-Premise Software, as specified in the applicable Order Form.

“On-Premise Software” means Lakeside’s SysTrack software licensed to Customer for installation and operation on Customer’s own infrastructure, as identified in the applicable Order Form, consisting of the Server Software and associated components. The Agent Software is licensed separately under Section 2.2 of the Agreement. The On-Premise Software does not include any cloud-hosted Subscription Service.

“Server Software” means the server-side component of the On-Premise Software that Customer installs on its locally hosted server(s) to collect, store, and process data from the Agent Software.

“System Requirements” means Lakeside’s minimum hardware, software, operating system, database, and network specifications for the On-Premise Software, as set forth in the Documentation.

LICENSE GRANT

Subject to the terms of the Agreement and these Product-Specific Terms, and conditioned upon Customer’s timely payment of all applicable fees, Lakeside grants to Customer a limited, non-exclusive, non-transferable, non-sublicensable license during the term of the applicable Order Form to: (a) install the Server Software on Customer’s own server infrastructure; and (b) use the On-Premise Software and Documentation solely for Customer’s internal business purposes. The Agent Software license for on-premise deployments is governed by Section 2.2 of the Agreement, and the number of Licensed Endpoints shall be as specified in the applicable Order Form. The license granted herein is coterminous with the applicable Order Form. All rights not expressly granted are reserved by Lakeside. This license does not grant Customer any rights to source code for the On-Premise Software.

DELIVERY AND INSTALLATION

Lakeside shall make the On-Premise Software available to Customer for download via a secure electronic delivery method. Customer shall be solely responsible for the installation, configuration, and deployment of the On-Premise Software within Customer’s infrastructure unless the parties agree to Professional Services for such installation in a separately executed Order Form or statement of work. Prior to installation, Customer shall ensure that its infrastructure meets the System Requirements.

INFRASTRUCTURE AND SYSTEM REQUIREMENTS

Customer shall be solely responsible for procuring, deploying, maintaining, and operating all hardware, servers, operating systems, databases, network infrastructure, and other components necessary to host and operate the On-Premise Software in compliance with the System Requirements. Lakeside shall have no liability for performance degradation, unavailability, or data loss arising from Customer’s infrastructure or Customer’s failure to meet the System Requirements. Lakeside may update the System Requirements from time to time with not less than ninety (90) days’ prior written notice for changes that would require Customer to materially modify its existing infrastructure.

MAINTENANCE AND SUPPORT

During the term of the applicable Order Form and conditioned on Customer’s payment of applicable fees, Lakeside shall provide: (a) access to Lakeside’s support portal for submission of support tickets; (b) delivery of patches, bug fixes, and minor updates made generally available to on-premise customers; and (c) reasonable technical assistance for defects or errors in the On-Premise Software. Support response times for on-premise deployments shall be as set forth in the applicable Order Form or Documentation. Lakeside shall have no obligation to provide support for issues arising from: (i) Customer’s failure to meet the System Requirements; (ii) modifications to the On-Premise Software by anyone other than Lakeside; (iii) use of unsupported versions; (iv) combination of the On-Premise Software with hardware or software not authorized by Lakeside; or (v) issues attributable to Customer’s infrastructure, network, or third-party software. The SLO and any cloud-specific service levels in the Agreement apply solely to the cloud-hosted Subscription Service and do not apply to on-premise deployments.

UPDATES AND VERSION SUPPORT

Lakeside shall make available to Customer patches, bug fixes, and minor updates as part of Customer’s active maintenance subscription. Customer shall be solely responsible for downloading, testing, and installing all updates within its environment. New major versions may be made available subject to additional licensing fees as set forth in a new or amended Order Form. Lakeside’s support obligations apply only to: (a) the current generally available major version of the On-Premise Software; and (b) the immediately preceding major version, for a period not to exceed twelve (12) months following release of a new major version. Lakeside shall provide not less than twelve (12) months’ prior written notice before discontinuing support for any major version.

LICENSE COMPLIANCE AND AUDIT

Customer shall maintain accurate records of all installations and deployments of the On-Premise Software, including the number of Licensed Endpoints. No more than once per calendar year, upon not less than thirty (30) days’ prior written notice, Lakeside may audit Customer’s deployment to verify compliance with the license grant and Licensed Endpoint limitations. If an audit reveals deployment in excess of Licensed Endpoints: (a) Customer shall promptly pay fees for all unlicensed use at Lakeside’s then-current rates; and (b) if excess deployment exceeds five percent (5%) of Licensed Endpoints, Customer shall reimburse Lakeside for reasonable audit costs. If the audit reveals compliance, Lakeside shall bear the audit costs.

DATA AND SECURITY

Customer shall be solely responsible for all data stored, processed, or generated within its on-premise environment, including implementing appropriate backup, disaster recovery, and data protection measures. Lakeside shall have no liability for loss, corruption, or destruction of data in Customer’s on-premise environment. Customer is responsible for the security of its on-premise environment, including access controls, network security, and timely application of operating system and third-party patches. The data security obligations of Lakeside in Section 3.3 of the Agreement apply solely to Lakeside’s cloud-hosted environment.

To the extent the On-Premise Software transmits telemetry or diagnostic data to Lakeside, Customer authorizes such transmission solely for support and product improvement purposes. Any such data shall be subject to the data aggregation and anonymization rights set forth in Section 9.1 of the Agreement.

ADDITIONAL RESTRICTIONS

In addition to the restrictions in Section 2.7 of the Agreement, Customer shall not: (a) install or operate the On-Premise Software on Machines or servers in excess of the Licensed Endpoints or licensed server instances without obtaining an additional license; (b) use the On-Premise Software to provide services to third parties on a service bureau, outsourcing, or similar basis; (c) modify, adapt, or create derivative works of the On-Premise Software without Lakeside’s prior written consent; or (d) publish performance benchmarks or evaluations of the On-Premise Software without Lakeside’s prior written consent.

TERMINATION

Upon expiration or termination of an Order Form for On-Premise Software: (a) all license rights granted with respect to such Order Form shall immediately terminate; (b) Customer shall within thirty (30) days uninstall and delete all copies of the On-Premise Software from all Machines and servers; and (c) Customer shall, upon Lakeside’s request, deliver a written certification confirming compliance with its obligations under this section. The limitation of liability provisions in Section 7 of the Agreement apply to the On-Premise Software, and nothing in these Product-Specific Terms shall expand Lakeside’s liability beyond those limits.

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SysTrack Master SaaS Agreement

SYSTRACK
MASTER SERVICES AGREEMENT

1. DEFINITIONS

2. SUBSCRIPTION SERVICES

3. CUSTOMER DATA

4. FEES; PAYMENT TERMS

5. CONFIDENTIALITY

6. WARRANTIES

7. LIMITATION OF LIABILITY

8. TERM

9. OWNERSHIP; USE OF DATA; OBLIGATIONS

10. INDEMNIFICATION

11. GENERAL

Platform

Solutions

Resource Center

Company

What we do

Capabilities

Core Technologies

Integrations

What we solve

Use Cases

Functions

Industries

Looking for something?

Resources

Check us out

About us

Connect With us

SysTrack Master SaaS Agreement

SYSTRACKMASTER SERVICES AGREEMENT

1. DEFINITIONS

2. SUBSCRIPTION SERVICES

3. CUSTOMER DATA

4. FEES; PAYMENT TERMS

5. CONFIDENTIALITY

6. WARRANTIES

7. LIMITATION OF LIABILITY

8. TERM

9. OWNERSHIP; USE OF DATA; OBLIGATIONS

10. INDEMNIFICATION

11. GENERAL

Platform

Solutions

Resource Center

Company

SYSTRACK
MASTER SERVICES AGREEMENT