Common use of Second Level Technical Support Clause in Contracts

Second Level Technical Support. Malwarebytes shall provide technical support only to MSP and not to MSP’s Customers. The second level technical support will consist of Malwarebytes using its commercially reasonable efforts to diagnose problems and to create error corrections or avoidance (workarounds) with respect to suspected errors in the Software reported by Customers to MSP and reported by MSP to Malwarebytes. Such service shall also include provision of any maintenance releases and updates for the Software made generally commercially available by Malwarebytes during the term of the Agreement. Malwarebytes will provide the support described herein to the designated MSP contacts during its business hours, 5 days per week Monday-Friday (excluding holidays) via email and/or web site ticket system. Malwarebytes regular business hours vary by region as shown in the table below:

Second Level Technical Support. Malwarebytes shall provide technical support only to MSP and not to MSP’s Customers. The second level technical support will consist of Malwarebytes using its commercially reasonable efforts to diagnose problems and to create error corrections or avoidance (workarounds) with respect to suspected errors in the Software reported by Customers to MSP and reported by MSP to Malwarebytes. Such service shall also include provision of any maintenance releases and updates for the Software made generally commercially available by Malwarebytes during the term of the Agreement. Malwarebytes will provide the support described herein to the designated MSP contacts during its business hours, 5 days per week Monday-Friday from 9:00 AM to 6:00 PM Pacific Standard Time (excluding holidays) via email and/or web site ticket system. Malwarebytes regular business hours vary by region as shown in the table below:Exhibit B