Common use of Submission Method Clause in Contracts

Submission Method. 3.1 Client will submit support incidents to the Telesign Customer Success team via email or phone as further defined in the Support Incident Escalation to Telesign process below (Table 1). Below outlines the types of Support inquiries that may arise, and the method that the Telesign team will take in responding to these inquiries, as well as the expected timeframe (SLAs). • Severity 3 – Functional Issues & Support Inquiries o Issue Types ▪ Escalation of a single user experience. Additional investigation requested from Telesign Support. ▪ Feature requests, functional questions and general product inquiries. Customer business is not impacted. o Response Expectations – Email response/ticket updates. o Initial Response Target– 1 business day. o Subsequent Updates – As appropriate. • Severity 2 – Services Impaired o Issue Types ▪ One or more services appear to be impacted. ▪ Multiple users reporting severe slowness or degradation of service. ▪ Voice call or SMS messages being delayed to certain countries or regions at a non-standard level. ▪ Intermittent availability of Telesign API. o Response Expectations – Primary –Email response/ticket updates. Secondary -Telephone. o Initial Response Target– 120 minutes. o Subsequent Updates – Every 2 hours/As appropriate. • Severity 1 – Critical Service Issue o Issue Types ▪ Client unable to access Telesign’s API. ▪ Majority of voice calls or SMS messages not being received by end users or the majority of messages subject to non-standard delays. ▪ Client inquiry claiming any service is ‘down’. o Response Expectations – Primary –Email response/ticket updates. Secondary -Telephone. o Initial Response Target– 60 minutes. o Subsequent Updates – Every 1 hour/As appropriate. 3.2 Any reported support incident that has been deemed as having been caused by a failure outside of Telesign’s control will be returned to Client with an appropriate explanation. 3.3 For each support incident, Client is required to provide the Telesign Customer Success team with all necessary information to facilitate timely problem resolution via phone or email. If any information is incomplete, resolution to the support incident may be delayed until Client provides the necessary information to facilitate timely problem resolution. 3.4 Telesign will investigate/communicate the incident based on the Telesign Escalation process/procedures detailed in the Telesign Incident Definitions and Handling Process. For support incident escalation by Client to the Telesign Customer Success team, the escalation order as described in Table 1 “Support Incident Escalation to Telesign” below should be followed.

Submission Method. 3.1 Client will submit support incidents to the Telesign TeleSign Customer Success team via email or phone as further defined in the Support Incident Escalation to Telesign TeleSign process below (Table 1). Below outlines the types of Support inquiries that may arise, and the method that the Telesign TeleSign team will take in responding to these inquiries, as well as the expected timeframe (SLAs). • Severity 3 – Functional Issues & Support Inquiries o Issue Types ▪ Escalation of a single user experience. Additional investigation requested from Telesign TeleSign Support. ▪ Feature requests, functional questions and general product inquiries. Customer business is not impacted. o Response Expectations – Email response/ticket updates. o Initial Response Target– 1 business day. o Subsequent Updates – As appropriate. • Severity 2 – Services Impaired o Issue Types ▪ One or more services appear to be impacted. ▪ Multiple users reporting severe slowness or degradation of service. ▪ Voice call or SMS messages being delayed to certain countries or regions at a non-standard level. ▪ Intermittent availability of Telesign TeleSign API. o Response Expectations – Primary –- Telephone. Secondary - Email response/ticket updates. Secondary -Telephone. o Initial Response Target– 120 minutes. o Subsequent Updates – Every 2 hours/As appropriate. • Severity 1 – Critical Service Issue o Issue Types ▪ Client unable to access TelesignTeleSign’s API. ▪ Majority of voice calls or SMS messages not being received by end users or the majority of messages subject to non-standard delays. ▪ Client inquiry claiming any service is ‘down’. o Response Expectations – Primary –- Telephone. Secondary - Email response/ticket updates. Secondary -Telephone. o Initial Response Target– 60 minutes. o Subsequent Updates – Every 1 hour/As appropriate. 3.2 Any reported support incident that has been deemed as having been caused by a failure outside of TelesignTeleSign’s control will be returned to Client with an appropriate explanation. 3.3 For each support incident, Client is required to provide the Telesign TeleSign Customer Success team with all necessary information to facilitate timely problem resolution via phone or email. If any information is incomplete, resolution to the support incident may be delayed until Client provides the necessary information to facilitate timely problem resolution. 3.4 Telesign TeleSign will investigate/communicate the incident based on the Telesign TeleSign Escalation process/procedures detailed in the Telesign TeleSign Incident Definitions and Handling Process. For support incident escalation by Client to the Telesign TeleSign Customer Success team, the escalation order as described in Table 1 “Support Incident Escalation to TelesignTeleSign” below should be followed.