Common use of Explanation of Usage Metric An Clause in Contracts

Explanation of Usage Metric An. Entitlements Package means a defined set of entitlements for the Cloud Service Piece Size 1 Piece = 1 instance of a particular edition Each instance contains the following resources: Storage 40 TB Compute Hours (Thousands) 20 Workbenches 3 Network Connectivity VPN (ma x 1 Gbps) HDFS File Count (million) 2 SAP Cloud Platform Big Data Services integration for SAP HANA Incl uded SAP Cloud Platform Big Data Services advanced security Incl uded System Availability “SLA” SAP provides 100% availability on a “guaranteed delivery” basis for the Cloud Service, which means that in the case of lower than 100% availability (excluding scheduled maintenance windows, and emergency service updates, of which SAP will notify Customer in advance and which will not exceed a commercially reasonable amount of downtime unless otherwise mutually agreed upon in writing), SAP will provide the following: For any unplanned outage of infrastructure, batch processing services, or movement of output data from different phases of end to end processing, SAP will credit Customer at a rate of 1.5 times the pro-rated Compute Hours lost during an outage, and 3 times the number of Compute Hours of jobs terminated by an outage (a “Credit”). For example, if Customer purchases 20,000 Compute Hours per month and the system has a one-hour unplanned outage, SAP will credit Customer for 45 Compute Hours. If the same outage terminated a job that had consumed 500 Compute Hours before being terminated, SAP would additionally credit Customer for 1500 Compute Hours. The total credits given to Customer within any calendar month, from any unplanned outages, cannot exceed the Customer’s monthly contractual subscription amount. The Customer must consume the Credits within the next 30 calendar days starting immediately following the notification to the Customer of the applied Credits, regardless of when the unplanned outage occurred. Notwithstanding anything to the contrary in the Agreement to which this SLA is attached, and any related links or terms incorporated therein, to the extent any downtime causes a data crash and/or loss such that data available at the time of downtime is not restored to 100% operability, XXX agrees to prioritize such event immediately as a Priority 1 support incident. This obligation assumes Customer has backed up its data in accordance with Customer’s obligations hereunder and the restoration referenced herein is to such last Customer backup scope and status. Notwithstanding anything to the contrary in this SLA or the Agreement the following provisions apply to the Cloud Service: All periods of unavailability must be reasonably verified by SAP. The period of unavailability is measured from the time SAP becomes aware of the unavailability until it has been remedied, as reasonably confirmed by SAP according to its technical records. SAP represents that it keeps records sufficient to verify any inquiry regarding outages during the subscription term. Customer shall not be entitled to a Credit if the event or condition that would have otherwise given rise to the Credit was caused by any event outside of SAP’s reasonable control, including Customer’s equipment, actions or inactions of Customer or its representatives; or if Customer does not request a Credit from SAP in writing within seven (7) days after the incident entitling Customer to a Credit has been remedied. SAP will not be responsible for Credits for the inability of Customer to access the Cloud Service due to Customer’s equipment or actions or inactions of Customer in violation of the Agreement or that render it impossible or commercially impractical for SAP to deliver the Cloud Service to the Customer, or such action by its representatives.

Explanation of Usage Metric An. Entitlements Package means a defined set of entitlements for the Cloud Service Piece Size 1 Piece = 1 instance of a particular edition Each instance contains the following resources: Storage 40 TB Compute Hours (Thousands) 20 Workbenches 3 Network Connectivity VPN (ma x 1 Gbps) HDFS File Count (million) 2 SAP Cloud Platform Big Data Services integration for SAP HANA Incl uded SAP Cloud Platform Big Data Services advanced security Incl uded System Availability “SLA” SAP provides 100% availability on a “guaranteed delivery” basis for the Cloud Service, which means that in the case of lower than 100% availability (excluding scheduled maintenance windows, and emergency service updates, of which SAP will notify Customer in advance and which will not exceed a commercially reasonable amount of downtime unless otherwise mutually agreed upon in writing), SAP will provide the following: Size X-Small Small Medium Large X-Large Cores 1 cores 2 cores 4 cores 8 cores 16 cores Memory 4 GB 8 GB 16 GB 32 GB 64 GB Disk Space 40 GB 80 GB 160 GB 320 GB 640 GB bandwidth(out) 512 GB/month 1 TB / month For any unplanned outage of infrastructure, batch processing services, or movement of output data from different phases of end to end processing, SAP will credit Customer at a rate of 1.5 times the pro-rated Compute Hours lost during an outage, and 3 times the number of Compute Hours of jobs terminated by an outage (a “Credit”). For example, if Customer purchases 20,000 Compute Hours per month and the system has a one-hour unplanned outage, SAP will credit Customer for 45 Compute Hours. If the same outage terminated a job that had consumed 500 Compute Hours before being terminated, SAP would additionally credit Customer for 1500 Compute Hours. The total credits given to Customer within any calendar month, from any unplanned outages, cannot exceed the Customer’s monthly contractual subscription amount. The Customer must consume the Credits within the next 30 calendar days starting immediately following the notification to the Customer of the applied Credits, regardless of when the unplanned outage occurred. Notwithstanding anything to the contrary in the Agreement to which this SLA is attached, and any related links or terms incorporated therein, to the extent any downtime causes a data crash and/or loss such that data available at the time of downtime is not restored to 100% operability, XXX agrees to prioritize such event immediately as a Priority 1 support incident. This obligation assumes Customer has backed up its data in accordance with Customer’s obligations hereunder and the restoration referenced herein is to such last Customer backup scope and status. Notwithstanding anything to the contrary in this SLA or the Agreement the following provisions apply to the Cloud Service: All periods of unavailability must be reasonably verified by SAP. The period of unavailability is measured from the time SAP becomes aware of the unavailability until it has been remedied, as reasonably confirmed by SAP according to its technical records. SAP represents that it keeps records sufficient to verify any inquiry regarding outages during the subscription term. Customer shall not be entitled to a Credit if the event or condition that would have otherwise given rise to the Credit was caused by any event outside of SAP’s reasonable control, including Customer’s equipment, actions or inactions of Customer or its representatives; or if Customer does not request a Credit from SAP in writing within seven (7) days after the incident entitling Customer to a Credit has been remedied. SAP will not be responsible for Credits for the inability of Customer to access the Cloud Service due to Customer’s equipment or actions or inactions of Customer in violation of the Agreement or that render it impossible or commercially impractical for SAP to deliver the Cloud Service to the Customer, or such action by its representatives.

Explanation of Usage Metric An. Entitlements Package means a defined set of entitlements for the Cloud Service Piece Size 1 Piece = 1 instance of a particular edition Each instance contains the following resources: Storage 40 40TB Compute Hours (Thousands) 20 Workbenches 3 Network Connectivity VPN (ma x max 1 GbpsGbps ) HDFS File Count (million) 2 SAP Cloud Platform Big Data Services integration for SAP HANA Incl uded Included SAP Cloud Platform Big Data Services advanced security Incl uded Included System Availability “SLA” SAP provides 100% availability on a “guaranteed delivery” basis for the Cloud Service, which means that in the case of lower than 100% availability (excluding scheduled maintenance windows, and emergency service updates, of which SAP will notify Customer in advance and which will not exceed a commercially reasonable amount of downtime unless otherwise mutually agreed upon in writing), SAP will provide the following: For any unplanned outage of infrastructure, batch processing services, or movement of output data from different phases of end to end processing, SAP will credit Customer at a rate of 1.5 times the pro-rated Compute Hours lost during an outage, and 3 times the number of Compute Hours of jobs terminated by an outage (a “Credit”). For example, if Customer purchases 20,000 Compute Hours per month and the system has a one-hour unplanned outage, SAP will credit Customer for 45 Compute Hours. If the same outage terminated a job that had consumed 500 Compute Hours before being terminated, SAP would additionally credit Customer for 1500 Compute Hours. The total credits given to Customer within any calendar month, from any unplanned outages, cannot exceed the Customer’s monthly contractual subscription amount. The Customer must consume the Credits within the next 30 calendar days starting immediately following the notification to the Customer of the applied Credits, regardless of when the unplanned outage occurred. Notwithstanding anything to the contrary in the Agreement to which this SLA is attached, and any related links or terms incorporated therein, to the extent any downtime causes a data crash and/or loss such that data available at the time of downtime is not restored to 100% operability, XXX agrees to prioritize such event immediately as a Priority 1 support incident. This obligation assumes Customer has backed up its data in accordance with Customer’s obligations hereunder and the restoration referenced herein is to such last Customer backup scope and status. Notwithstanding anything to the contrary in this SLA or the Agreement the following provisions apply to the Cloud Service: All periods of unavailability must be reasonably verified by SAP. The period of unavailability is measured from the time SAP becomes aware of the unavailability until it has been remedied, as reasonably confirmed by SAP according to its technical records. SAP represents that it keeps records sufficient to verify any inquiry regarding outages during the subscription term. Customer shall not be entitled to a Credit if the event or condition that would have otherwise given rise to the Credit was caused by any event outside of SAP’s reasonable control, including Customer’s equipment, actions or inactions of Customer or its representatives; or if Customer does not request a Credit from SAP in writing within seven (7) days after the incident entitling Customer to a Credit has been remedied. SAP will not be responsible for Credits for the inability of Customer to access the Cloud Service due to Customer’s equipment or actions or inactions of Customer in violation of the Agreement or that render it impossible or commercially impractical for SAP to deliver the Cloud Service to the Customer, or such action by its representatives.

Explanation of Usage Metric An. Entitlements Package means a defined set of entitlements for the Cloud Service Piece Size 1 Piece = 1 instance of a particular edition Each instance contains the following resources: Storage 40 40TB Compute Hours (Thousands) 20 Workbenches 3 Network Connectivity VPN (ma x max 1 Gbps) HDFS File Count (million) 2 SAP Cloud Platform Big Data Services integration for SAP HANA Incl uded Included SAP Cloud Platform Big Data Services advanced security Incl uded Included System Availability “SLA” SAP provides 100% availability on a “guaranteed delivery” basis for the Cloud Service, which means that in the case of lower than 100% availability (excluding scheduled maintenance windows, and emergency service updates, of which SAP will notify Customer in advance and which will not exceed a commercially reasonable amount of downtime unless otherwise mutually agreed upon in writing), SAP will provide the following: For any unplanned outage of infrastructure, batch processing services, or movement of output data from different phases of end to end processing, SAP will credit Customer at a rate of 1.5 times the pro-rated Compute Hours lost during an outage, and 3 times the number of Compute Hours of jobs terminated by an outage (a “Credit”). For example, if Customer purchases 20,000 Compute Hours per month and the system has a one-hour unplanned outage, SAP will credit Customer for 45 Compute Hours. If the same outage terminated a job that had consumed 500 Compute Hours before being terminated, SAP would additionally credit Customer for 1500 Compute Hours. The total credits given to Customer within any calendar month, from any unplanned outages, cannot exceed the Customer’s monthly contractual subscription amount. The Customer must consume the Credits within the next 30 calendar days starting immediately following the notification to the Customer of the applied Credits, regardless of when the unplanned outage occurred. Notwithstanding anything to the contrary in the Agreement to which this SLA is attached, and any related links or terms incorporated therein, to the extent any downtime causes a data crash and/or loss such that data available at the time of downtime is not restored to 100% operability, XXX agrees to prioritize such event immediately as a Priority 1 support incident. This obligation assumes Customer has backed up its data in accordance with Customer’s obligations hereunder and the restoration referenced herein is to such last Customer backup scope and status. Notwithstanding anything to the contrary in this SLA or the Agreement the following provisions apply to the Cloud Service: All periods of unavailability must be reasonably verified by SAP. The period of unavailability is measured from the time SAP becomes aware of the unavailability until it has been remedied, as reasonably confirmed by SAP according to its technical records. SAP represents that it keeps records sufficient to verify any inquiry regarding outages during the subscription term. Customer shall not be entitled to a Credit if the event or condition that would have otherwise given rise to the Credit was caused by any event outside of SAP’s reasonable control, including Customer’s equipment, actions or inactions of Customer or its representatives; or if Customer does not request a Credit from SAP in writing within seven (7) days after the incident entitling Customer to a Credit has been remedied. SAP will not be responsible for Credits for the inability of Customer to access the Cloud Service due to Customer’s equipment or actions or inactions of Customer in violation of the Agreement or that render it impossible or commercially impractical for SAP to deliver the Cloud Service to the Customer, or such action by its representatives.

Explanation of Usage Metric An. Entitlements Package means a defined set of entitlements for the Cloud Service Piece Size 1 Piece = 1 instance of a particular edition Each instance contains the following resources: Storage 40 40TB Compute Hours (Thousands) 20 Workbenches 3 Network Connectivity VPN (ma x max 1 Gbps) HDFS File Count (million) 2 SAP Cloud Platform Big Data Services integration for SAP HANA Incl uded Included SAP Cloud Platform Big Data Services advanced security Incl uded System Availability “SLAIncluded SystemAvailability“SLA” SAP provides 100% availability on a “guaranteed delivery” basis for the Cloud ServiceCloudService, which means that in the case of lower than 100% availability (excluding scheduled maintenance windows, and emergency service updates, of which SAP will notify Customer in advance and which will not exceed a commercially reasonable amount of downtime unless otherwise mutually agreed upon in writing), SAP will provide the following: For any unplanned outage of infrastructure, batch processing services, or movement of output data from different phases of end to end processing, SAP will credit Customer at a rate of 1.5 times the pro-rated Compute Hours lost during an outage, and 3 times the number of Compute Hours of jobs terminated by an outage (a “Credit”). For example, if Customer purchases 20,000 Compute Hours per month and the system has a one-hour unplanned outage, SAP will credit Customer for 45 Compute Hours. If the same outage terminated a job that had consumed 500 Compute Hours before being terminated, SAP would additionally credit Customer for 1500 Compute Hours. The total credits given to Customer within any calendar month, from any unplanned outages, cannot exceed the Customer’s monthly contractual subscription amount. The Customer must consume the Credits within the next 30 calendar days starting immediately following the notification to the Customer of the applied Credits, regardless of when the unplanned outage occurred. Notwithstanding anything to the contrary in the Agreement to which this SLA is attached, and any related links or terms incorporated therein, to the extent any downtime causes a data crash and/or loss such that data available at the time of downtime is not restored to 100% operability, XXX agrees to prioritize such event immediately as a Priority 1 support incident. This obligation assumes Customer has backed up its data in accordance with Customer’s obligations hereunder and the restoration referenced herein is to such last Customer backup scope and status. Notwithstanding anything to the contrary in this SLA or the Agreement the following provisions apply to the Cloud Service: All periods of unavailability must be reasonably verified by SAP. The period of unavailability is measured from the time SAP becomes aware of the unavailability until it has been remedied, as reasonably confirmed by SAP according to its technical records. SAP represents that it keeps records sufficient to verify any inquiry regarding outages during the subscription term. Customer shall not be entitled to a Credit if the event or condition that would have otherwise given rise to the Credit was caused by any event outside of SAP’s reasonable control, including Customer’s equipment, actions or inactions of Customer or its representatives; or if Customer does not request a Credit from SAP in writing within seven (7) days after the incident entitling Customer to a Credit has been remedied. SAP will not be responsible for Credits for the inability of Customer to access the Cloud Service due to Customer’s equipment or actions or inactions of Customer in violation of the Agreement or that render it impossible or commercially impractical for SAP to deliver the Cloud Service to the Customer, or such action by its representatives.

Explanation of Usage Metric An. Entitlements Package means a defined set of entitlements for the Cloud Service Piece Size 1 Piece = 1 instance of a particular edition Each instance contains the following resources: Storage 40 TB Compute Hours (Thousands) 20 Size X-Small Small Medium Large X-Large Cores 1 cores 2 cores 4 cores 8 cores 16 cores Memory 4 GB 8 GB 16 GB 32 GB 64 GB Disk Space 40 GB 80 GB 160 GB 320 GB 640 GB bandwidth(out) 512 GB/month 1 TB / month Workbenches 3 Network Connectivity VPN (ma x 1 Gbps) HDFS File Count (million) 2 SAP Cloud Platform Big Data Services integration for SAP HANA Incl uded SAP Cloud Platform Big Data Services advanced security Incl uded System Availability “SLA” SAP provides 100% availability on a “guaranteed delivery” basis for the Cloud Service, which means that in the case of lower than 100% availability (excluding scheduled maintenance windows, and emergency service updates, of which SAP will notify Customer in advance and which will not exceed a commercially reasonable amount of downtime unless otherwise mutually agreed upon in writing), SAP will provide the following: For any unplanned outage of infrastructure, batch processing services, or movement of output data from different phases of end to end processing, SAP will credit Customer at a rate of 1.5 times the pro-rated Compute Hours lost during an outage, and 3 times the number of Compute Hours of jobs terminated by an outage (a “Credit”). For example, if Customer purchases 20,000 Compute Hours per month and the system has a one-hour unplanned outage, SAP will credit Customer for 45 Compute Hours. If the same outage terminated a job that had consumed 500 Compute Hours before being terminated, SAP would additionally credit Customer for 1500 Compute Hours. The total credits given to Customer within any calendar month, from any unplanned outages, cannot exceed the Customer’s monthly contractual subscription amount. The Customer must consume the Credits within the next 30 calendar days starting immediately following the notification to the Customer of the applied Credits, regardless of when the unplanned outage occurred. Notwithstanding anything to the contrary in the Agreement to which this SLA is attached, and any related links or terms incorporated therein, to the extent any downtime causes a data crash and/or loss such that data available at the time of downtime is not restored to 100% operability, XXX agrees to prioritize such event immediately as a Priority 1 support incident. This obligation assumes Customer has backed up its data in accordance with Customer’s obligations hereunder and the restoration referenced herein is to such last Customer backup scope and status. Notwithstanding anything to the contrary in this SLA or the Agreement the following provisions apply to the Cloud Service: All periods of unavailability must be reasonably verified by SAP. The period of unavailability is measured from the time SAP becomes aware of the unavailability until it has been remedied, as reasonably confirmed by SAP according to its technical records. SAP represents that it keeps records sufficient to verify any inquiry regarding outages during the subscription term. Customer shall not be entitled to a Credit if the event or condition that would have otherwise given rise to the Credit was caused by any event outside of SAP’s reasonable control, including Customer’s equipment, actions or inactions of Customer or its representatives; or if Customer does not request a Credit from SAP in writing within seven (7) days after the incident entitling Customer to a Credit has been remedied. SAP will not be responsible for Credits for the inability of Customer to access the Cloud Service due to Customer’s equipment or actions or inactions of Customer in violation of the Agreement or that render it impossible or commercially impractical for SAP to deliver the Cloud Service to the Customer, or such action by its representatives.

Explanation of Usage Metric An. Entitlements Package means a defined set of entitlements for the Cloud Service Piece Size 1 Piece = 1 instance of a particular edition Each instance contains the following resources: Storage 40 TB Compute Hours (Thousands) 20 Workbenches 3 Network Connectivity VPN (ma x 1 Gbps) HDFS File Count (million) 2 SAP Cloud Platform Big Data Services integration for SAP HANA Incl uded SAP Cloud Platform Big Data Services advanced security Incl uded System Availability “SLA” SAP provides 100% availability on a “guaranteed delivery” basis for the Cloud Service, which means that in the case of lower than 100% availability (excluding scheduled maintenance windows, and emergency service updates, of which SAP will notify Customer in advance and which will not exceed a commercially reasonable amount of downtime unless otherwise mutually agreed upon in writing), SAP will provide the following: For any unplanned outage of infrastructure, batch processing services, or movement of output data from different phases of end to end processing, SAP will credit Customer at a rate of 1.5 times the pro-rated Compute Hours lost during an outage, and 3 times the number of Compute Hours of jobs terminated by an outage (a “Credit”). For example, if Customer purchases 20,000 Compute Hours per month and the system has a one-hour unplanned outage, SAP will credit Customer for 45 Compute Hours. If the same outage terminated a job that had consumed 500 Compute Hours before being terminated, SAP would additionally credit Customer for 1500 Compute Hours. Size X-Small Small Medium Large X-Large Cores 1 cores 2 cores 4 cores 8 cores 16 cores Memory 4 GB 8 GB 16 GB 32 GB 64 GB Disk Space 40 GB 80 GB 160 GB 320 GB 640 GB bandwidth(out) 512 GB/month 1 TB / month The total credits given to Customer within any calendar month, from any unplanned outages, cannot exceed the Customer’s monthly contractual subscription amount. The Customer must consume the Credits within the next 30 calendar days starting immediately following the notification to the Customer of the applied Credits, regardless of when the unplanned outage occurred. Notwithstanding anything to the contrary in the Agreement to which this SLA is attached, and any related links or terms incorporated therein, to the extent any downtime causes a data crash and/or loss such that data available at the time of downtime is not restored to 100% operability, XXX agrees to prioritize such event immediately as a Priority 1 support incident. This obligation assumes Customer has backed up its data in accordance with Customer’s obligations hereunder and the restoration referenced herein is to such last Customer backup scope and status. Notwithstanding anything to the contrary in this SLA or the Agreement the following provisions apply to the Cloud Service: All periods of unavailability must be reasonably verified by SAP. The period of unavailability is measured from the time SAP becomes aware of the unavailability until it has been remedied, as reasonably confirmed by SAP according to its technical records. SAP represents that it keeps records sufficient to verify any inquiry regarding outages during the subscription term. Customer shall not be entitled to a Credit if the event or condition that would have otherwise given rise to the Credit was caused by any event outside of SAP’s reasonable control, including Customer’s equipment, actions or inactions of Customer or its representatives; or if Customer does not request a Credit from SAP in writing within seven (7) days after the incident entitling Customer to a Credit has been remedied. SAP will not be responsible for Credits for the inability of Customer to access the Cloud Service due to Customer’s equipment or actions or inactions of Customer in violation of the Agreement or that render it impossible or commercially impractical for SAP to deliver the Cloud Service to the Customer, or such action by its representatives.