Lithium
Products & Solutions
Why Lithium
Services
Company
Community
USA UK France Germany APAC LatAm

Master Services Agreement

THIS MASTER SERVICES AGREEMENT (“MSA”) SETS FORTH THE STANDARD TERMS APPLICABLE TO ALL SERVICES PROVIDED BY LITHIUM TECHNOLOGIES, INC. (“LITHIUM”). CUSTOMER’S AUTHORIZED REPRESENTAIVE SHOULD CAREFULLY READ THE TERMS OF THE MSA BEFORE SIGNING A SERVICE ORDER. BY SIGNING A SERVICE ORDER, CUSTOMER’S AUTHORIZED REPRESENTATIVE CONFIRMS THAT HE OR SHE HAS READ THIS MSA, IS AUTHORIZED TO ENTER INTO THIS MSA AND ORDER FORMS ON BEHALF OF CUSTOMER, AND THAT CUSTOMERACCEPTS AND AGREES TO ALL THE TERMS AND CONFIDITIONS SET FORTH IN THIS MSA. NOTWITHSTANDING ANY DIFFERENT OR ADDITIONAL TERMS CUSTOMER MAY REFERENCE OR PROVIDE, LITHIUM’S OFFER OR ACCEPTANCE (AS APPLICABLE) TO ENTER INTO AN AGREEMENT WITH CUSTOMER WITH RESPECT TO LITHIUM APPLICATIONS AND SERVICES IS EXPRESSLY LIMITED TO THIS MSA AND CONDITIONED ON CUSTOMER’S ASSENT HERETO.

1 Definitions

1.1 “Affiliate” means any entity owned or controlled by, owning or controlling, or under common ownership or control with Customer.

1.2 “Applications” mean the hosted software applications, user interfaces (other than Customer Interface Elements), and related Documentation and programming, to which Lithium provides access pursuant to a Service Order.

1.3 “Application Calls” is a unit of service volume which measures use of the Application via calls to the Application's REST API and ActiveCast components.

1.4 “Content” means the data, information and materials processed and/or stored by the Applications hereunder (including certain of Customer’s Confidential Information and the Protected Data), other than information and materials provided by Lithium.

1.5 “Contract Volume” or “Usage Limit” means the maximum number of relevant units of service volume, as specified in the applicable Service Order. In addition to the Usage Limit specified in the applicable Service Order, the following monthly Usage Limit shall be in effect unless the applicable Service Order specifies an increase: 10 million Application Calls, 10 million RSS Feed Views (the number of messages pushed via RSS), and 40 million Attachment Segments (the number of 25kb data blocks uploaded or downloaded as attachments).

1.6 “Customer” means the legal entity signing this MSA, and any Affiliate entering into a Service Order pursuant to section 2.4 for purposes of such Service Order.

1.7 “Customer Community” means Customer’s online community hosted by Lithium as part of the Subscription Services to which Customer subscribes under a Service Order.

1.8 “Customer Interface Elements” means any Customer-provided software or other materials inserted in or added to the Application’s user interface, including but not limited to (i) header, footer, left and/or right sidebars and (ii) text, graphic files, and cascading style sheets.

1.9 “Customer Users” means the individuals authorized by Customer to access and/or use the Subscription Services on behalf of Customer. Customer Users include the following types, further defined below, for purposes of calculating Usage Limits and related fees:

  • 1.9.1 “Operational Analytics Users” means, in relation to the Lithium Response Application, the individuals who have access to analytics dashboard features of the Application in addition to Named Users permissions.
  • 1.9.2 “Expert Users” means the individuals who may view and internally comment while using the Applications but cannot respond to, publish to, or coomnicate with external End Users.
  • 1.9.3 “Named Users” means the individuals who have access to the Application for the purposes of communicating with both internal Customer Users and external End Users. Examples of Named User roles would include: Agent, Supervisor, Account Admin, Publisher, and/or Publisher Admin.

1.10 “Documentation” means Lithium's online user guides, documentation, and help and training materials, as updated from time to time, accessible via Lithium's support portal lithosphere.lithum.com or its website lithium.com.

1.11 “End Users” means individuals or third parties, other than Customer Users, who access and/or participate in Customer’s online communities hosted by Lithium as part of the Subscription Services.

1.12 “include/including” means including but not limited to / including without limitation.

1.13 “Professional Services” means custom-scoped services described in an SO and/or SOW and provided to Customer on a one-time basis (rather than on a continuing or recurring basis).

1.14 “Services” means, collectively, Subscription Services and Professional Services.

1.15 “Service Order” means the order issued by Customer and signed by Customer and Lithium for Subscription Services and/or Professional Services, on Lithium’s form (“SO”), subject to the terms and conditions set forth in this MSA.

1.16 “SOW” means a statement of work attached to a Service Order, or signed separately but referencing this MSA.

1.17 “Subscription Duration” is the period specified in the applicable Service Order during which Lithium shall provide the Subscription Services and/or Professional Services.

1.18 “Subscription Start Date” shall be defined in the applicable SO.

1.19 “Subscription Services” means a predefined combination of Applications, hosting and support provided by Lithium to its customers on a subscription basis for recurring fees.

1.20 “Total Visits” means the maximum number of Visits specified in the applicable Service Order.

1.21 “Users” means collectively End Users and Customer Users.

1.22 “Visits” is a measure of Application usage meaning the number of visits to a page containing Application tracking code.

2 Services

2.1 Subscription Services. Lithium shall provide Customer with access to the Subscription Services listed in a Service Order in compliance with the service level agreement attached hereto as Appendix 1 (the “SLA”) during the Subscription Duration and any renewals thereof.

2.2 Professional Services. Lithium shall perform the Professional Services purchased by Customer in a Service Order and/or SOW during the time period stated therein.

2.3 Customer Duties. Customer shall manage the Content and administer the Applications using the interfaces thereof in a lawful manner and without infringing the rights of any person, including intellectual property and privacy rights. Customer shall provide Lithium with all information, access, and full good faith cooperation reasonably necessary to facilitate the provision of the Services, and, without limiting the generality of the foregoing, shall perform any obligation identified in a Service Order or SOW as Customer’s responsibility. Customer shall include, in its terms of use and/or privacy notices (as appropriate) applicable to its Users in relation to the use of the Customer Community: (i) provisions that afford Customer and Lithium the safe harbor protections of the Digital Millennium Copyright Act (and any comparable legislation in the region(s) where Customer makes its Customer Communities available, including any national implementations of the EU E-Commerce Directive 2000/31/EC), and shall enforce such provisions including with respect to notices, take-down, counter-notices and put-back, and (ii) statements that clearly and transparently inform Users: (a) that Customer has responsibility for the protection of their personal information, with contact details for Users to contact Customer if they have any questions or concerns, (b) the purposes for which Users’ personal information may be collected, used and disclosed when they interact with or through the Customer Community, (c) the identity or categories of any third party recipients (including service providers such as and including Lithium) to whom the Users’ data may be disclosed and the reasons for that disclosure; (d) that Users have the right to contact the Customer to access, correct, update or request deletion of their personal information; and (e) that Users are prohibited from posting or entering any sensitive personal information on the Customer Community. Customer shall only allow access to the Subscription Services to its Users that expressly agree to terms of use and privacy notices that comply with the requirements described in this Section. If Customer delays or fails to perform any of the foregoing, Lithium’s obligations shall be excused to the extent and/or for the duration such obligations are dependent upon such Customer performance.

2.4 Affiliates. Any Affiliate may enter into a Service Order with Lithium which references this MSA. In such case, for purposes of any such Service Order, “Customer” as used in this MSA shall be understood to mean the Affiliate signing the respective Service Order.

3 Ownership; Grant of Rights

3.1 No Intellectual Property Assignment or Implied Licenses. The parties acknowledge and agree that no ownership interest in intellectual property or other rights is assigned or otherwise transferred under this MSA, and disclaim any and all implied licenses. Except for the licenses expressly granted in this Section 3 and Section 5, as between the parties, Customer retains all rights, title and interest in the Content and Customer Interface Elements, and Lithium retains all rights, title and interest in the Applications and Services, including any intellectual property rights therein or thereto.

3.2 Content and Customer Interface Elements. Subject to the terms and conditions of this MSA, and solely for the purposes stated in this MSA, including without limitation section 10 below, Customer grants to Lithium a temporary, limited, non-exclusive, world-wide, royalty-free license to copy, create derivative works, and display Customer Interface Elements and Content.

3.3 Subscription Services. Subject to the terms and conditions of this MSA and the Usage Limits stated in the applicable Service Order, Lithium grants to Customer a temporary, limited, non-exclusive, non-transferable, world-wide license to access and use the Subscription Services and the administration, Content management, and end user interfaces of the Applications included in the Subscription Services listed in the applicable Service Order. Lithium reserves the right to update the Subscriptions Services (including the implementation of new Application versions) at any time in its sole discretion. Lithium may, at its option, grant Customer access to a stage/development instance(s) and/or other non-production instance of the Application(s) for collaborative activities in connection with Lithium’s provision of Professional Services to Customer and/or Customer’s internal testing purposes. Such access and use by Customer shall be subject to all of the provisions of the MSA in regards to Applications, except that Customer’s use and access to such stage/development instance(s) shall be restricted solely to development and testing activities as directed by Lithium, and the warranty, support and SLA provisions of the MSA shall not apply to such stage/development instance(s).

3.4 Restrictions. Customer shall not copy, distribute, modify, reverse engineer, decompile, attempt to obtain the source code or algorithms of, sell, rent, lease, license, sublicense, resell or transfer any Subscription Service. Customer shall not use the Subscription Services to spam, send unsolicited e-mail, or conceal the identity of an e-mail sender. Customer shall not use Subscription Services for the benefit of any third party other than its authorized End Users, whether on a paid or unpaid basis. Customer shall not store, distribute or transmit through the Subscription Services any material that is unlawful, obscene, defamatory, threatening or harassing or that infringes any privacy or proprietary rights, and will not allow or authorize anyone to do any of the foregoing.

4 Payment of Fees

During the term of this MSA, Customer shall pay Lithium the fees set forth in the applicable Service Order. Professional Services and other non-recurring fees shall be invoiced upon execution of the Service Order for such Services. Recurring fees for the first year of the initial Subscription Duration of a valid Service Order shall be invoiced upon execution of such Service Order. Subsequent recurring fees shall be invoiced in annual installments in advance of each anniversary of the Subscription Start Date and payment shall be due on or prior to each anniversary of the Subscription Start Date based on payment terms set forth herein. Customer’s renewal pricing for the Subscription Services set forth on a Service Order shall increase by 6% (the “Renewal Price Cap”), applied to the then-effective fees set forth on such Service Order at the time of renewal. The aforementioned Renewal Price Cap shall be forfeited if (a) there is a reduction in renewed Subscription Services; or (b) the Subscription Services are not renewed prior to the termination date of the initial Service Order; in which case, the fees for any subsequent renewal shall be calculated according to Lithium’s then-current pricing. Customer shall pay Lithium all amounts due pursuant to this MSA and the applicable Service Order(s) within 30 days from date of invoice. Invoices for Professional Services shall include reasonable expenses provided that they are pre-approved by Customer, and Customer agrees to pay such expenses. Non-payment or late payment of undisputed fees is a material breach of this MSA. If fees are past due more than 15 days and Customer has been notified of the past due status, Customer shall pay interest on the overdue balance at the rate of 1% per month or the maximum permitted by law, whichever is less, plus all expenses of collection. Further, Lithium may, in its sole discretion, terminate any outstanding SO for Customer’s material breach or suspend Customer’s access to the Subscription Services until past due amounts are paid. If Lithium terminates this MSA and/or any Service Order hereunder due to Customer’s non-payment, all unpaid fees for the remainder of any active Subscription Duration will become immediately due. All taxes and other governmental charges including but not limited to value-added, sales and use, or withholding taxes, assessable by any local, state, provincial, federal or foreign jurisdiction (except for income taxes), if any, imposed on Customer payments hereunder shall be deemed to be in addition to the fees charged, and borne solely by Customer. All payment obligations are non-cancelable and all amounts paid are non-refundable. In the event of a conflict in terms between this Section 4 and an applicable Service Order, the applicable terms of such Service Order shall prevail.

5 Marketing

Each page served by the Subscription Services will contain a link identified by the Lithium logo and trademark. Lithium may use Customer’s name and logo on Customer’s Subscription Services deployment and identify Customer as a Lithium customer. Subject to Customer’s prior approval, Lithium may issue a press release and case study about Customer’s selection and use of the Subscription Services.

6 Term and termination

6.1 Term and termination of the MSA. This MSA may be terminated for convenience by either party upon 90 days’ prior written notice to the other, except that it shall remain in effect past such termination for the remaining term of any Service Order already in effect at the time of the notice.

6.2 Term of a Service Order. The initial term of a Service Order shall start on its Subscription Start Date, as indicated in such Service Order, and end on the last day of its Subscription Duration. A Service Order shall automatically renew for subsequent terms equal to the Subscription Duration unless either party notifies the other in writing of its intent not to renew at least 90 days prior to the expiration of the then current term.

6.3 Termination for breach. Either party may immediately terminate this MSA and all Service Orders for material breach of this MSA by the other party if such breach is not cured within 30 days after written notice thereof. Either party may immediately terminate a Service Order for material breach by the other party of the specific terms of such Service Order if such breach is not cured within 30 days after written notice thereof.

6.4 Termination for insolvency. Either party may terminate this MSA and all Service Orders upon notice to the other if the other party ceases to conduct business in the ordinary course without a successor.

6.5 Consequences of termination. Immediately upon termination, the license grants to either party shall immediately terminate; each party shall destroy or return to the other party any and all Confidential Information received from the other party; Customer shall cease to use the Subscription Services and Lithium shall cease:(i) providing the Services to Customer, and (ii) allowing Customer access to the Subscription Services. If only one or more Service Orders are terminated but the MSA and other Service Orders remain in effect, the foregoing shall only apply with respect to the Services purchased under the Service Order(s) being terminated. Fees for partial completion of ProfessionalServices shall be due within 30 days, prorated to the number of hours expended or the milestones reached. Termination shall not relieve Customer’s obligation to pay all undisputed charges accrued before the effective date of termination. The parties' rights and obligations under this Section 6, and under Sections 3.1 (No Intellectual Property Assignment or Implied Licenses), 3.4 (Restrictions), 4 (Payment of Fees)(solely to the extent the payment obligation arose prior to termination), 8 (Indemnification), 9 (Limitation of liability), 10 (Confidentiality; Privacy), 10.4 (Aggregated Data), 13 (Governing Law and Jurisdiction), 14 (Binding Arbitration) and 15 (General Provisions) shall survive.

6.6 Transition Assistance. Within 14 days after a termination notice, the parties shall discuss the transfer of Content. All Customer Confidential Information and Content shall be provided by Lithium to Customer in standard industry format (XML or equivalent) free of cost on a mutually agreed schedule. Lithium shall provide additional reasonable assistance for Customer’s transition from its hosted environment, at Lithium’s standard Professional Services rate as agreed by the parties.

7 Limited warranties

7.1 Non-Infringement. Lithium warrants to Customer that it can grant the rights set forth in Section 3.3 with respect to the Applications. In the event any Application is held or believed by Lithium to infringe or misappropriate the intellectual property rights of a third party, or its provision is enjoined, Lithium will have the option, at its expense, to (a) modify the Application, without materially degrading performance, so that it no longer infringes or misappropriates, (b) obtain for Customer the right to continue accessing the appropriate interfaces of the Application, (c) substitute the Application with another, substantially comparable application, or (d) if none of the foregoing remedies are commercially feasible, terminate Customer’s subscription and access to the Subscription Service (including the license granted to Customer for the included Application(s)) and refund Customer any recurring fees prepaid for the portion of the Subscription Duration subsequent to termination. Together with Section 8.1 (Indemnification by Lithium), this section states Lithium’s entire liability and Customer’s exclusive remedy for infringement and misappropriation.

7.2 Subscription Services and Professional Services. Lithium warrants to Customer that the Subscription Services will be hosted and made accessible to Custmer substantially according to the SLA, the Applications will substantially perform according to the relevant specifications set forth in the applicable online Documentation, and that the Professional Services work product shall substantially conform to the applicable SO and/or SOW, as applicable. If, after the Subscription Start Date, an Application fails to substantially perform according to relevant specifications in the Documentation, and Customer timely notifies Lithium of such failure, Lithium shall promptly modify the Applications to conform, or shall refund or credit Customer the fees paid for the Subscription Services that include the affected Application for the duration of such failure, prorated to reflect the number and importance of the failed or materially underperforming functionality relative to the total set of functions, options and configurations provided by the Subscription Services. Lithium’s entire liability and Customer’s sole remedy for any failure to meet the service levels specified in the SLA are the remedies expressly stated in the SLA. Regarding Professional Services, if work product resulting from Professional Services does not conform to the applicable SO and/or SOW and Lithium is not able to cure per the applicable SO and/or SOW, Lithium shall fully refund the amounts received for such deficient work product. This section states Lithium’s entire liability and Customer’s sole remedy for any Subscription Services or Professional Services performance failures.

7.3 DISCLAIMER. EXCEPT AS EXPRESSLY SET FORTH ABOVE IN THIS SECTION 7, LITHIUM MAKES NO OTHER WARRANTIES OF ANY KIND, WHETHER EXPRESS, IMPLIED, STATUTORY OR OTHERWISE, INCLUDING WARRANTIES OF MERCHANTABILITY OR FITNESS FOR ANY PARTICULAR PURPOSE. WITHOUT LIMITING THE GENERALITY OF THE FOREGOING, LITHIUM DOES NOT WARRANT THAT THE APPLICATIONS OR SERVICES SHALL BE UNINTERRUPTED OR ERROR-FREE. Customer acknowledges that the architecture and the security algorithms implemented by the Subscription Services have inherent limitations and Customer is solely responsible for determining that the Subscription Services and Professional Services reasonably meet Customer’s functionality, security, confidentiality and operational needs.

8 Indemnification

8.1 Indemnification by Lithium. Lithium shall indemnify Customer as specified in Section 8.3 for any claim that the Applications, used within the scope of this MSA in accordance with the applicable Documentation, infringe a U.S. copyright or patent or misappropriate a trade secret, except to the extent such claim is based on specifications provided by Customer, or on Customer Interface Elements or Content.

8.2 Indemnification by Customer. Customer shall indemnify Lithium as specified in Section 8.3 for any claim (i) alleging Customer’s use of Applications in an unlawful manner or in a manner inconsistent with the terms of this MSA, including Section 3.4 (Restrictions) or (ii) arising from or involving Content or Customer Interface Elements.

8.3 Scope and conditions of indemnification. The indemnifying party shall defend at its expense the other party and its officers, directors, stockholders, employees, agents and affiliates, subsidiaries, successors and assigns against any third party claims, actions or demands, to the extent arising from a cause specified in Sections 8.1 or 8.2, respectively, and shall pay any resulting final judgment or arbitral award or any agreed to settlement. The indemnification obligations hereunder are subject to the following conditions to the extent failure to meet these conditions would be materially detrimental to the indemnifying party: (i) prompt written notice by the indemnified party to the indemnifying party of any claim, action or demand for which indemnity is claimed; (ii) complete control of the defense and settlement thereof by the indemnifying party; and (iii) such reasonable cooperation by the indemnified party in the defense as the indemnifying party may request.

9 LIMITATION OF LIABILITY

EXCEPT FOR LIABILITY ARISING UNDER SECTIONS 3.4 (RESTRICTIONS), 4 (PAYMENT OF FEES), 8 (INDEMNIFICATION) AND 10 (CONFIDENTIALITY; PRIVACY), OR FROM PERSONAL INJURY OR PHYSICAL DAMAGE, NEITHER PARTY’S LIABILITY HEREUNDER SHALL EXCEED THE AMOUNT PAID BY CUSTOMER FOR THE SERVICE IMPLICATED DURING THE 12 MONTHS PRIOR TO THE EVENT TRIGGERING SUCH LIABILITY. NEITHER PARTY SHALL BE LIABLE FOR INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR COVER DAMAGES INCURRED BY THE OTHER PARTY OR BY ANY THIRD PARTY, INCLUDING DAMAGES BASED ON LOSS OF PROFITS, REVENUE, DATA, SERVICE OR USE, HOWEVER CAUSED AND UNDER ANY THEORY OF LIABILITY AND WHETHER OR NOT SUCH PARTY HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. THIS SECTION 9 REPRESENTS A REASONABLE ALLOCATION OF RISK AND AN IMPORTANT CONSIDERATION IN DETERMINING THE FEES PAYABLE HEREUNDER.

10 Confidentiality; Privacy

10.1 Confidential Information. “Confidential Information” means information, disclosed by a party to the other in connection to this MSA, which is either marked confidential or disclosed in circumstances in which a reasonable person would consider the information to be confidential. Without limiting the generality of the foregoing, the terms of this MSA, Protected Data, Applications, Services, the present or future functionality of the Applications, and all technical information underlying such functionality are Confidential Information. Confidential Information does not include information that the receiving party can demonstrate (i) was in receiving party’s possession before receipt from the disclosing party, (ii) is or becomes publicly available other than through a breach of this MSA, or (iii) is rightfully received from a third party without a duty of confidentiality. If Confidential Information is required to be disclosed pursuant to applicable law, regulation or court order, the receiving party must provides prompt advance notice thereof (except to the extent otherwise prohibited by applicable law, regulation or court order) to enable the disclosing party to seek a protective order or otherwise prevent such disclosure.

10.2 Protection of Confidential Information. The receiving party shall use the same degree of care as it uses to protect its own confidential information of a like nature, but no less than a reasonable degree of care, to prevent (a) use of the disclosing party’s Confidential Information for any purpose other than to carry out the terms of this MSA, and (b) disclosure of such Confidential Information to any person or party other than those who need to know such Confidential Information to carry out the terms of this MSA and who are bound by written confidentiality agreements, with terms no less restrictive than those included in this MSA. This MSA may be disclosed in confidence to legal counsel or other professional advisors with a need to know in the context of a merger, financing or similar transaction or for securities or other regulatory filings. Each party acknowledges that unauthorized disclosure of the other party’s Confidential Information would cause irreparable harm to the other party, and would entitle the other party to seek injunctive relief upon disclosure or threatened disclosure, without a requirement to prove irreparable harm or the posting of a bond.

10.3 Protected Data. Customer acknowledges that the Subscription Services are designed and provided for the purposes of sharing information and enabling public communications with and among Users, and not for the storage, management or processing of sensitive personally identifiable information or other confidential data. Some personal information is required to provide and use the Subscription Services such as email address, password, and a user name, and other similar non-sensitive personal information may be entered by Users in the form of tweets, posts, blogs and other electronic communications, all as part of the Content (such subset of Content that is personally identifiable referred to as “Protected Data”). Lithium will comply with the principles of the Data Protection Directive 95/46/EC and the Telecoms Data Protection Directive 97/66/EC as amended and any successor legislation (“EU Regulations”) in its capacity as a “data processor” with respect to Protected Data for which Customer is the “controller”. Lithium will take commercially reasonable measures to safeguard Protected Data. In regards to Protected Data for shich Lithium acts as a “data processor” under EU Regulations, Lithium will process such Protected Data only according to Customer’s directions as described in this MSA and the applicable Service Order(s) and SOW(s). Customer shall: (a) take reasonable efforts to prevent unauthorized access to or use of Subscription Services, (b) notify Lithium promptly of any such unauthorized access or use, (c) use Subscription Services only in accordance with the Documentation and as instructed by Lithium Support and Information Security representatives, (d) utilize a standard Lithium SAN SSL certificate, (e) abide by all applicable laws and government regulations in relation to its access and use of the Subscription Services, and (f) comply with Customer’s terms of service and privacy notice for the Customer Communtiy at all times. Customer shall be solely responsible for any failure of the Subscription Services, including without limitation any security breach thereof, that results from Customer’s actions or omissions with respect to systems or processes under Customer’s control.

10.4 Aggregated Data. Customer acknowledges and agrees that Lithium may: (a) during the Subscription Duration, compile Content (including Protected Data) and information about User usage of the Subscription Services for the following purposes: (i) to provide, improve, and support the Services; (ii) to defend itself against claims made against it; (iii) to cleanse such data of all Protected Data so that it no longer can identify Customer or any User; and, (iv) once cleansed according to (iii) aggregate such data with similar data from other Lithium customers (“Aggregated Data”); and, (b) both during and after the Subscription Duration, Lithium may use and disclose such Aggregated Data to determine and report Subscription Services usage patterns by customers and end users generally, and for any other legitimate purpose.

10.5 Profile Plus. If Customer enables or uses the Profile Plus feature of the Subscription Service (“Profile Plus”), this section 10.5 shall apply. Lithium shall have the right to collect, store, display and/or use Community Data and Klout Data from or about individuals who elect to activate and/or use Profile Plus by authorizing the connection of their individual accounts on the Customer Community with their accounts on Klout (such individuals referred to as “Connected End Users”) as described in this section. “Community Data” consists of the Connected End Users’ account registration information and Customer Community posts, post views, kudos, comments, comment views, and related information. “Klout Data” consists of all data collected by or through Klout processing in connection with and/or related to Connected End Users. Lithium shall collect, store, display and/or use Community Data and Klout Data solely for the following purposes: (a) providing, developing, supporting and improving Profile Plus and Klout services; (b) generating and publicly displaying Klout Scores, Klout Topics, and data derived from and/or summarizing Klout Scores and/or Klout Topics, related to Connected End Users. Lithium shall have the right to use and retain Community Data and Klout Data for the purposes described above and as further detailed in the Klout privacy policy located at https://klout.com/corp/privacy both during and after the term of the applicable Service Order as a “controller” of Klout Data under EU Regulations. Customer agrees to provide Connected End Users with a privacy notice that includes information regarding the activities involving Community Data and Klout Data as described above and that is compliant with all applicable laws and regulations. For more information on Klout, Klout Scores, and Klout Topics see: https://klout.com/ , https://klout.com/corp/score and https://klout.com/user/topic

11 SSAE 16 Audit and ISO 27001 Standard Compliance

Lithium shall conduct annual SSAE 16 SOC audit and maintain ISO 27001 certification during the term of this MSA. Lithium shall, upon request, provide Customer a valid ISO 27001 certificate or SSAE 16 SOC Type II audit report covering the Subscription Services.

12 Insurance

Lithium shall maintain at all times during the term of this MSA, at its own expense, the following minimum policies with insurance companies rated “A” or better by AM Best: (i) statutory workers compensation insurance in the states or jurisdictions in which its employees are located, with coverage limits no less than statutorily required; (ii) commercial general liability insurance with coverage limits for bodily injury and property damage liability of at least $1,000,000 for each occurrence, and at least $2,000,000 general aggregate, with umbrella liability coverage of $4,000,000 per occurrence. When required by contract, such coverage shall be primary and non-contributory, shall include premises/operations liability, independent contractor’s liability, and broad form contractual liability; (iii) errors and omissions liability insurance with coverage limits of $5,000,000 per occurrence, with excess coverage of $5,000,000 per claim and $5,000,000 aggregate subject to $75,000 deductible; (iv) CyberLiability Plus Program insurance with coverage limit of $5,000,000 per claim and $5,000,000 total limit of coverage for development and online services; (v) employer’s liability insurance as part of Lithium’s umbrella policy with coverage limits of at least $1,000,000 (a) for each accident and (b) for each employee for occupational disease. This coverage is afforded in Lithium’s master workers’ compensation program; and (vi) business automobile liability insurance with a single limit of at least $1,000,000 per occurrence for bodily injury and property damage liability. Such automobile insurance does not cover independent contractors.

13 Governing Law and Jurisdiction

This MSA shall be governed by the laws of California without regard to its conflict of law principles. All disputes arising from or in connection with this MSA which have not been settled amicably in good faith by the parties within 15 days after notice of such dispute may be brought by a party only in the state or federal courts for the headquarters or principal place of business of the non-moving party, provided the non-moving party is a US entity, except that either party may apply to any court of competent jurisdiction for immediate injunctive relief regardless of party nationality. The losing party in any dispute shall pay all court costs, expenses and reasonable attorneys' fees of the prevailing party.

14 Binding Arbitration

Notwithstanding Section 15, and provided no claim has been properly filed already in accordance with Section 15 with respect to the same dispute, IF CUSTOMER IS A NON-US ENTITY, EITHER PARTY MAY, instead of filing its claim with a court as set forth in Section 15, following a good faith attempt at amicable resolution, SUBMIT ANY DISPUTE HEREUNDER FOR ARBITRATION under the Rules of Arbitration of the International Chamber of Commerce by one or more arbitrators appointed in accordance with the said Rules. The other party will thereafter submit to and cooperate in such arbitration as the sole resolution mechanism for the dispute. The place of arbitration shall be one of the following cities, which is the closest to an equally convenient location for both parties: San Francisco, New York, Honolulu, London, Geneva, Singapore, Hong Kong, Paris, Sao Paulo, or Zurich. The language of the arbitration shall be English and the AWARD SHALL BE FINAL AND BINDING ON THE PARTIES, and each party hereby waives to the fullest extent permitted by law any right it may otherwise have under the laws of any jurisdiction to any form of appeal.

15 General Provisions

The parties are independent contractors. This MSA, together with the SLA, SOW and Service Orders, contains the entire agreement of the parties and supersedes any prior or present understanding or communications (including any previously signed non-disclosure or confidentiality agreement) regarding its subject matter, and may only be amended in writing. In the event any provision of this MSA is held by a court of law or other governmental agency to be void or unenforceable, such provision shall be changed and interpreted so as to best accomplish the objectives of the original provision to the fullest extent allowed by law, and the remaining provisions shall remain in full force and effect. Neither party shall assign any of its rights or obligations hereunder without the other party’s prior written consent, which shall not be unreasonably withheld. Notwithstanding the foregoing: i) either party may assign its rights and obligations hereunder pursuant to a merger, consolidation or sale of substantially all of its assets related to this MSA, provided it promptly notifies the non-assigning party in writing of the assignment and the assignee agrees in writing to be bound by the terms of this MSA; and ii) Lithium may at its discretion subcontract a portion of the Services provided that Lithium remains primarily responsible for such subcontractor’s performance under this MSA. This MSA shall be binding upon and inure to the benefit of the parties and their successors and permitted assigns. Neither party shall be deemed to be in breach of this MSA for any failure or delay in performance caused by reasons beyond its reasonable control, including acts of God, war, terrorism, strikes, failure of suppliers, fires, floods, earthquakes or other force majeure.