Common use of Service Level Guidelines Clause in Contracts

Service Level Guidelines. SolarWinds Worldwide will use commercially reasonably efforts to adhere to the following targeted initial response times based on Company’s designated location and designation (whether written or oral) to SolarWinds at the time of the request: Designation Definition Targeted Initial Response Time System Down The product is non-functional and/or has an unrecoverable service failure. Critical Business Impact. 30 minutes or less from Company’s case creation (Web ticket or phone) during the following hours: North America: 7am – 7pm (CST) M- F. LATAM: 7am – 7pm (CST) M-F. EMEA: 7am – 7pm (GMT) M-F. APAC: 7am – 7pm (SGT) M-F. Global Premier Team: 7PM-7AM M- F. Professional Support: Weekend. High The product is functional but with consistent issues or one product area is nonfunctional. Functionality is degraded. Some business impact. 2 hours or less from Company’s case creation (Web ticket or phone) during the following hours: North America: 7am – 7pm (CST) M- F. LATAM: 7am – 7pm (CST) M-F. EMEA: 7am – 7pm (GMT) M-F. APAC: 7am – 7pm (SGT) M-F. Global Premier Team: 7PM-7AM M- F. Professional Support: Weekend. Medium The product is functional with minor or intermittent issues. Occasional functionality degradation. Minimal business impact. 4 hours or less from Company’s case creation (Web ticket or phone) during the following hours: North America: 7am – 7pm (CST) M- F. LATAM: 7am – 7pm (CST) M-F. EMEA: 7am – 7pm (GMT) M-F. APAC: 7am – 7pm (SGT) M-F. Global Premier Team: 7PM-7AM M- F. Professional Support: Weekend. Low The product is functional with 12 hours or less from Company’s no apparent issues. Requests for case creation (Web ticket or phone) upgrade documentation, feature during the following hours: requests, technical information, North America: 7am – 7pm (CST) M- how to questions, product use F. questions. No business impact. LATAM: 7am – 7pm (CST) M-F. EMEA: 7am – 7pm (GMT) M-F. APAC: 7am – 7pm (SGT) M-F. Global Premier Team: 7PM-7AM M- F. Professional Support: Weekend.

Service Level Guidelines. SolarWinds Worldwide will use commercially reasonably efforts to adhere to the following targeted initial response times based on Company’s designated location and designation (whether written or oral) to SolarWinds at the time of the request: Designation Definition Targeted Initial Response Time System Down The product is non-functional nonfunctional and/or has an unrecoverable service failure. Critical Business Impact. 30 minutes One hour or less from Company’s case creation (Web ticket or phone) during the following hours: North America: 7am – 7pm (CST) M- F. LATAM: 7am – 7pm (CST) M-F. EMEA: 7am – 7pm (GMT) M-F. APAC: 7am – 7pm (SGT) M-F. Global Premier Team: 7PM-7AM M- F. Professional Support: Weekend). 24x7x365 High The product is functional but with consistent issues or one product area is nonfunctional. Functionality is degraded. Some business impact. 2 Four hours or less from Company’s case creation (Web ticket or phone) during the following hours: ). North America: 7am – 7pm (CST) M- F. LATAM: 7am – 7pm (CST) M-F. EMEA: 7am – 7pm (GMT) M-F. APAC: 7am – 7pm (SGT) M-F. Global Premier Team: 7PM-7AM M- F. Professional Support: Weekend. Available Monday through Friday Medium The product is functional with minor or intermittent issues. Occasional functionality degradation. Minimal business impact. 4 Eight hours or less from Company’s case creation (Web ticket or phone) during the following hours: ). North America: 7am – 7pm (CST) M- F. LATAM: 7am – 7pm (CST) M-F. EMEA: 7am – 7pm (GMT) M-F. APAC: 7am – 7pm (SGT) M-F. Global Premier Team: 7PM-7AM M- F. Professional Support: Weekend. Available Monday through Friday Low The product is functional with no apparent issues. Requests for upgrade documentation, feature requests, technical information, how to questions, product use questions. No business impact. 12 hours or less from Company’s no apparent issues. Requests for case creation (Web ticket or phone) upgrade documentation, feature during the following hours: requests, technical information, ). North America: 7am – 7pm (CST) M- how to questions, product use F. questions. No business impact. LATAM: 7am – 7pm (CST) M-F. EMEA: 7am – 7pm (GMT) M-F. APAC: 7am – 7pm (SGT) M-F. Global Premier Team: 7PM-7AM M- F. Professional Support: Weekend.Available Monday through Friday