Common use of Error Priority Levels Clause in Contracts

Error Priority Levels. Panopto will assign all Errors one of three Priority Codes, dependent upon the problems caused by the Error. Panopto may re-assign prioritization levels assigned by Customer in Panopto’s ticketing system to reflect the Error Priority Descriptions set forth below. Priority Codes and Priority Descriptions are as follows: Priority Code Priority Description P1 (High) Mission Critical ● On-Premises Deployment or access to Customer Content unavailable, causing critical impact to business operations ● Includes Customer’s Panopto site unavailable, multiple Authorized Users cannot log in on Customer’s Panopto site, Customer Content is not streaming, processing, or delivering (site-wide) ● No Workaround exists P2 (Medium) High ● On-Premises Deployment available, but aspects of access to Customer Content unavailable and impacting significant aspects of business operations ● No reasonable Workaround exists P3 (Low) General Support ● Any Error that is not a P1 or P2

Error Priority Levels. Panopto will assign all Errors one of three Priority Codes, dependent upon the problems caused by the Error. Panopto may re-assign prioritization levels assigned by Customer in Panopto’s ticketing system to reflect the Error Priority Descriptions set forth below. Priority Codes and Priority Descriptions are as follows: Priority Code Priority Description P1 (High) Mission Critical ● On-Premises Deployment or access to Customer Content unavailable, causing critical impact to business operations ● Includes Customer’s Panopto site unavailable, multiple Authorized Users cannot log in on Customer’s Panopto site, Customer Content is not streaming, processing, or delivering (site-wide) ● No Workaround exists P2 (Medium) High ● On-Premises Deployment available, but aspects of access to Customer Content unavailable and impacting significant aspects of business operations ● No reasonable Workaround exists P3 (Low) General Support ● Any Error that is not a P1 or P2