Common use of Deswik Clause in Contracts

Deswik. MDM – Support Inclusions and Exclusions Supported Software Versions (Releases) • MDM is released on a ‘continuous release’ cycle with new versions made available approximately every 2 months. • Critical bugs will be corrected via hotfixes. • Support is provided for the 3 most recent versions Included Service / Support Everything included in the Desktop Software section Excluded Service / Support Everything excluded in the Desktop Software section plus: • Support or assistance required as a result of direct database access by the Customer for integrations/reports, including without limitation Customer manipulation of source data in the underlying SQL database; • Changes to Deswik software associated with an interface change due to upgrade or reconfiguration of a 3rd party application; • Maintenance or management of the site-specific MDM configuration; • Assisting with user acceptance testing prior to a system upgrade; • Cleaning up Customer data, configuration of templates or process maps as part of an implementation; • Assisted Upgrades; • Support for interfaces to the Software or data that is not explicitly supported as described in Deswik’s end user documentation. To clarify, direct access to databases, unpublished web services and the like is unsupported. Deswik may change any unsupported interface at any time and without notice, where required to ensure product integrity. Excluded Services can be provided under a separate technical services agreement. SCHEDULE B SERVICE LEVEL TARGETS‌ Severity Support Type Description Response Time Resolution Time & Description Critical Software Defect An essential function of the Software has ceased to work, which prevents performance of critical day-to-day business activities. A workaround is not immediately available. 4 Business Hours Provide a solution within 3 Business Days. The solution may include a workaround or a private fix of the product. User Assistance User requires assistance with the Software functionality to produce a result that is critical to day-to- day business activities. A workaround is not immediately available. 4 Business Hours Provide a solution within 3 Business Days. The solution will contain instructions or workarounds to achieve the desired result (if at all possible). High Software Defect A core function of the Software has ceased to work. A workaround is available. 8 Business Hours Provide a solution within 7 Business Days. The solution may include a workaround or a public fix of the product. User Assistance User requires assistance with the Software functionality to produce a result which is a core feature of the Software. A workaround is available. 8 Business Hours Provide a solution within 7 Business Days. The solution will contain instructions or workarounds to achieve the desired result (if at all possible). Medium Software Defect The Software has an issue that is having only a minor impact on normal operating activities. A workaround is available. 2 Business Days Provide a solution within 20 Business Days. The solution may include a workaround or a commitment to implement a fix into a future release of the product. User Assistance User requires assistance with the Software functionality to improve their productivity, user issues having a minor impact on software usability or questions of a general nature. A workaround is available. 2 Business Days Provide a solution within 10 Business Days. The solution will contain instructions or workarounds to achieve the desired result (if at all possible). Low Software Defect Minor issues with the software that are not causing the end-user an inconvenience. 4 Business Days Provide a response within 20 Business Days. The solution may consist of submitting feature requests to product management, and/or scheduling changes to future releases of the product. Enhancement Request Suggested Enhancements 4 Business Days Provide a response within 20 Business Days. The solution may consist of submitting feature requests to product management, and/or scheduling changes to future releases of the product. Service Level Target Conditions

Deswik. MDM – Support Inclusions and Exclusions Supported Software Versions (Releases) • MDM is released on a ‘continuous release’ cycle with new versions made available approximately every 2 months. • Critical bugs will be corrected via hotfixes. • Support is provided for the 3 most recent versions Included Service / Support Everything included in the Desktop Software section Excluded Service / Support Everything excluded in the Desktop Software section plus: • Support or assistance required as a result of direct database access by the Customer for integrations/reports, including without limitation Customer manipulation of source data in the underlying SQL database; • Changes to Deswik software associated with an interface change due to upgrade or reconfiguration of a 3rd party application; • Maintenance or management of the site-specific MDM configuration; • Assisting with user acceptance testing prior to a system upgrade; • Cleaning up Customer data, configuration of templates or process maps as part of an implementation; • Assisted Upgrades; • Support for interfaces to the Software or data that is not explicitly supported as described in Deswik’s end user documentation. To clarify, direct access to databases, unpublished web services and the like is unsupported. Deswik may change any unsupported interface at any time and without notice, where required to ensure product integrity. Excluded Services can be provided under a separate technical services agreement. SCHEDULE B SERVICE LEVEL TARGETS‌ Severity Support Type Description Response Time Resolution Time & Description Critical Software Defect An essential function of the Software has ceased to work, which prevents performance of critical day-to-day business activities. A workaround is not immediately available. 4 Business Hours Provide a solution within 3 Business Days. The solution may include a workaround or a private fix of the product. User Assistance User requires assistance with the Software functionality to produce a result that is critical to day-to- to-day business activities. A workaround is not immediately available. 4 Business Hours Provide a solution within 3 Business Days. The solution will contain instructions or workarounds to achieve the desired result (if at all possible). High Software Defect A core function of the Software has ceased to work. A workaround is available. 8 Business Hours Provide a solution within 7 Business Days. The solution may include a workaround or a public fix of the product. User Assistance User requires assistance with the Software functionality to produce a result which is a core feature of the Software. A workaround is available. 8 Business Hours Provide a solution within 7 Business Days. The solution will contain instructions or workarounds to achieve the desired result (if at all possible). Medium Software Defect The Software has an issue that is having only a minor impact on normal operating activities. A workaround is available. 2 Business Days Provide a solution within 20 Business Days. The solution may include a workaround or a commitment to implement a fix into a future release of the product. User Assistance User requires assistance with the Software functionality to improve their productivity, user issues having a minor impact on software usability or questions of a general nature. A workaround is available. 2 Business Days Provide a solution within 10 Business Days. The solution will contain instructions or workarounds to achieve the desired result (if at all possible). Low Software Defect Minor issues with the software that are not causing the end-end- user an inconvenience. 4 Business Days Provide a response within 20 Business Days. The solution may consist of submitting feature requests to product management, and/or scheduling changes to future releases of the product. Enhancement Request Suggested Enhancements 4 Business Days Provide a response within 20 Business Days. The solution may consist of submitting feature requests to product management, and/or scheduling changes to future releases of the product. Service Level Target Conditions

Deswik. MDM – Support Inclusions and Exclusions Supported Software Versions (Releases) • MDM is released on a ‘continuous release’ cycle with new versions made available approximately every 2 monthsmonth. • Critical bugs will be corrected via hotfixes. • Support is provided for the 3 4 most recent versions versions. Included Service / Support Everything included in the Desktop Software section plus: Assistance to maintain the MDM configuration at the Customer site, subject to exclusions below. Excluded Service / Support Everything excluded in the Desktop Software section plus: • Rectification of major issues directly related to poor configuration undertaken by the Customer; • Support or assistance required as a result of direct database access by the Customer for integrations/reports, including without limitation Customer manipulation of source data in the underlying SQL database; • Changes to Deswik software associated with an interface change due to upgrade or reconfiguration of a 3rd party application; • Maintenance or management of Directly managing the site-specific MDM configuration; • Assisting with user acceptance testing prior to a system upgrade; • Cleaning up Customer data, configuration of templates or process maps as part of an implementation; • Assisted Upgrades; • Support for interfaces to the Software or data that is not explicitly supported as described in Deswik’s end user documentation. To clarify, direct access to databases, unpublished web services and the like is unsupported. Deswik may change any unsupported interface at any time and without notice, where required to ensure product integrity. Excluded Services can be provided under a separate technical services agreement. Details of support inclusions and exclusions for Deswik.OPS and Deswik.Geotools can be supplied on request. SCHEDULE B SERVICE LEVEL TARGETS‌ TARGETS Severity Support Type Description Response Time Resolution Time & Description Critical Software Defect An essential function of the Software has ceased to work, which prevents performance of critical day-to-day business activities. A workaround is not immediately available. 4 Business Hours Provide a solution within 3 Business Days. The solution may include a workaround or a private fix of the product. User Assistance User requires assistance with the Software functionality to produce a result that is critical to day-to- to-day business activities. A workaround is not immediately available. 4 Business Hours Provide a solution within 3 Business Days. The solution will contain instructions or workarounds to achieve the desired result (if at all possible). High Software Defect A core function of the Software has ceased to work. A workaround is available. 8 Business Hours Provide a solution within 7 Business Days. The solution may include a workaround or a public fix of the product. User Assistance User requires assistance with the Software functionality to produce a result which is a core feature of the Software. A workaround is available. 8 Business Hours Provide a solution within 7 Business Days. The solution will contain instructions or workarounds to achieve the desired result (if at all possible). Medium Software Defect The Software has an issue that is having only a minor impact on normal operating activities. A workaround is available. 2 Business Days Provide a solution within 20 Business Days. The solution may include a workaround or a commitment to implement a fix into a future release of the product. User Assistance User requires assistance with the Software functionality to improve their productivity, user issues having a minor impact on software usability or questions of a general nature. A workaround is available. 2 Business Days Provide a solution within 10 Business Days. The solution will contain instructions or workarounds to achieve the desired result (if at all possible). Low Software Defect Minor issues with the software that are not causing the end-end- user an inconvenience. 4 Business Days Provide a response within 20 Business Days. The solution may consist of submitting feature requests to product management, and/or scheduling changes to future releases of the product. Enhancement Request Suggested Enhancements 4 Business Days Provide a response within 20 Business Days. The solution may consist of submitting feature requests to product management, and/or scheduling changes to future releases of the product. Service Level Target Conditions