ONESOURCE Product Support Guide

1 Thomson Reuters Guide to Customer Support Document Version 2020 March 2020 ii Thomson Reuters Guide to Customer Support Document Version 2020 March 2020 iii Thomson Reuters Guide to Customer Support Document Version 2020 March 2020 1 Thomson Reuters Guide to Customer Support Document Version 2020 March 2020 2 Domain Product Standard Premium Thomson Reuters Guide to Customer Support Document Version 2020 March 2020 3 Domain Product Standard Premium Thomson Reuters Guide to Customer Support Document Version 2020 March 2020 4 Domain Product Standard Premium Thomson Reuters Guide to Customer Support Document Version 2020 March 2020 5 Thomson Reuters Guide to Customer Support Document Version 2020 March 2020 6 AM PM Time/Location 12 1 2 3 4 5 6 7 8 9 10 11 12 1 2 3 4 5 6 7 8 9 10 11 United States (US) Brazil (BR) United Kingdom (UK) United Kingdom (GER) India (IN) India (ARA) Thomson Reuters Guide to Customer Support Document Version 2020 March 2020 7 AM PM Time/Location 12 1 2 3 4 5 6 7 8 9 10 11 12 1 2 3 4 5 6 7 8 9 10 11 Australia (AU) Philippines (PH)

2 Philippines (CHI) Philippines (JPN) Thomson Reuters Guide to Customer Support Document Version 2020 March 2020 8 Domain Product US BR UK IN AU PH ACA Reporting & Compliance ACA Reporting & Compliance AEOI AEOI Documentation, AEOI Reporting BEPS BEPS Action Manager Corporate Tax Corporate Tax DAC6 DAC6 Fast VAT Fast VAT Fringe Benefits Fringe Benefits Global Trade Management Global Trade Management, Latam Global Trade Management, powered by Integration Point Income Tax GoSystem Income Tax State Apportionment Indirect Tax Indirect Tax Indirect Tax Compliance Sales & Use Tax Compliance Indirect Tax Rates Indirect Tax Rates K-1 Analyzer K-1 Analyzer Thomson Reuters Guide to Customer Support Document Version 2020 March 2020 9 Domain Product US BR UK IN AU PH Legal Tracker Nonresident Alien Tax Nonresident Alien Tax Property Tax Property Tax Risk Compliance Learning Oden Regulatory Intelligence Statutory Reporting Statutory Reporting Tax Information Reporting Tax Information Reporting Tax Provision Tax Provision Transfer Pricing Transfer Pricing Trust & Estate Administration Trust & Estate Administration Trust Tax Trust Tax Trusts (AU) Trusts (AU)

3 Workflow Tools Workflow Tools Thomson Reuters Guide to Customer Support Document Version 2020 March 2020 10 LANGUAGES Domain Product ENG SPA POR HIN JPN ARA CHI GER ACA Reporting & Compliance ACA Reporting & Compliance AEOI AEOI Documentation, AEOI Reporting BEPS BEPS Action Manager Corporate Tax Corporate Tax DAC6 DAC6 Fast VAT Fast VAT Fringe Benefits Fringe Benefits Global Trade Management Income Tax GoSystem Income Tax State Apportionment Indirect Tax Indirect Tax Indirect Tax Compliance Sales & Use Tax Compliance Indirect Tax Rates Indirect Tax Rates Thomson Reuters Guide to Customer Support Document Version 2020 March 2020 11 LANGUAGES Domain Product ENG SPA POR HIN JPN ARA CHI GER K-1 Analyzer K-1 Analyzer Legal Tracker Nonresident Alien Tax Nonresident Alien Tax Property Tax Property Tax Risk Compliance Learning Oden Regulatory Intelligence Statutory Reporting Statutory Reporting Tax Information Reporting Tax Information Reporting Tax Provision Tax Provision Transfer Pricing Transfer

4 Pricing Trust & Estate Administration Trust & Estate Administration Trust Tax Trust Tax Trusts (AU) Trusts (AU) Workflow Tools Workflow Tools Thomson Reuters Guide to Customer Support Document Version 2020 March 2020 12 . Thomson Reuters Guide to Customer Support Document Version 2020 March 2020 13 AUTHORIZED Support CONTACTS POLICY ADDITIONAL REQUIREMENTS FOR THOMSON REUTERS SOFTWARE Thomson Reuters Guide to Customer Support Document Version 2020 March 2020 14 TRANSITION TO Support TESTING OUTAGES Thomson Reuters Guide to Customer Support Document Version 2020 March 2020 15 MAINTENANCE 3RD PARTY IT Support POLICY Thomson Reuters Guide to Customer Support Document Version 2020 March 2020 16 Support INCIDENT PRIORITY LEVELS AND RESPONSE/RESTORAL SLAS PRIORITY DEFINITION INITIAL RESPONSE SLA RESTORAL TIME SLA RESOLUTION COMMITMENT Thomson Reuters Guide to Customer Support Document Version 2020 March 2020 17.

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