Common use of Error Response Clause in Contracts

Error Response. The severity designation of the issue, including its existence, will be mutually agreed between Company and Customer, according to the severity guidelines below: Severity definition Examples CS Classification & initial response time Customer engagement start time and next step Critical The Software is non-operative or severely impacted so that the Customer cannot reasonably continue to use it • The Platform is not available for use • Inability to upload binary to the SaaS platform Within 5 business hours Once the issue is verified, continuous customer engagement will start within 12 business hours High The Software functionality is dramatically decreased, resulting high impact to the business use of the platform • Reports are not being complete, or a significant section of the report is missing Within 1 business day Once the issue is verified, continuous customer engagement will start within 1 business day Medium Feature malfunctions that have little or no impact on daily business processes • Data discrepancies between reports • Data export from the platform to other formats Within 3 business days Once the issue is verified, Vdoo to decide if a fix will be issued in the next monthly version Low Incidents having low impact on product functions • General technical questions and requests • Visual bugs Within 5 business days Once the issue is verified, Vdoo to decide if a fix will be issued in • Feature requests the next quarterly version

Error Response. The severity designation of the issue, including its existence, will be mutually agreed between Company and Customer, according to the severity guidelines below: Severity definition Examples CS Classification & initial response time Customer engagement start time and next step Critical The Software is non-operative or severely impacted so that the Customer cannot reasonably continue to use it • The Platform is not available for use • Inability to upload binary to the SaaS platform Within 5 business hours Once the issue is verified, continuous customer engagement will start within 12 business hours High The Software functionality is dramatically decreased, resulting high impact to the business use of the platform • Reports are not being complete, or a significant section of the report is missing Within 1 business day Once the issue is verified, continuous customer engagement will start within 1 business day Medium Feature malfunctions that have little or no impact on daily business processes • Data discrepancies between reports • Data export from the platform to other formats Within 3 business days Once the issue is verified, Vdoo to decide if a fix will be issued in the next monthly version Low Incidents having low impact on product functions • General technical questions and requests • Visual bugs • Feature requests Within 5 business days Once the issue is verified, Vdoo to decide if a fix will be issued in • Feature requests the next quarterly version