Common use of Support Contacts Clause in Contracts

Support Contacts. For the Software Subscriptions, you may contact Red Hat through your designated Support Contacts. You may designate up to the number of contacts described in Table 2.8 below based on the number of Standard and Premium Software Subscriptions you have purchased (other than for Academic Edition Customers with Campus Wide Subscriptions*). We will provide Subscription Services to you solely by communicating during the Hours of Coverage with the individual Support Contact(s) you appoint. For Premium Support, in order to receive 24x7 coverage for Severity 1 and 2 issues, you must provide a dedicated point of contact to be available until the issue is resolved. You may change your designated Support Contacts by notifying us in writing and giving us five business days to process the change. The Support Contacts should have “read and write” access to the necessary files, English language communication skills and relevant technical knowledge. Table 2.8 Number of Standard and Premium Software Subscriptions (excluding Red Hat JBoss Subscriptions) Number of Cores included in Red Hat JBoss Software Subscriptions Support Contacts 1 to 250 1 to 255 Up to 20 251 to 1000 256 to 1,024 Up to 40 Every additional 1,000 Every additional 1,024 40 additional *For Academic Edition Customers with Campus Wide Subscriptions, you may have three (3) Support Contacts for every one thousand (1,000) FTEs. EXHIBIT 1.A RED HAT ENTERPRISE LINUX AND RELATED SOFTWARE SUBSCRIPTIONS

Support Contacts. For the Software Subscriptions, you may contact Red Hat through your designated Support Contacts. You may designate up to the number of contacts described in Table 2.8 below based on the number of Standard and Premium Software Subscriptions you have purchased (other than for Academic Edition Customers with Campus Wide Subscriptions*). We will provide Subscription Services to you solely by communicating during the Hours of Coverage with the individual Support Contact(s) you appoint. For Premium Support, in order to receive 24x7 coverage for Severity 1 and 2 issues, you must provide a dedicated point of contact to who will be available until the issue is resolved. You may change your designated Support Contacts by notifying us in writing and giving us five business days to process the change. The Support Contacts should have “read and write” access to the necessary files, English language communication skills and relevant technical knowledge. Table 2.8 Number of Standard and Premium Software Subscriptions (excluding Red Hat JBoss Subscriptions) Number of Cores included in Red Hat JBoss Software Subscriptions Support Contacts 1 to 250 50 1 to 255 Up 32 2 51 to 20 100 33 to 64 4 101 to 250 65 to 96 6 251 to 500 97 to 128 8 501 to 1000 256 129 to 1,024 Up 160 10 1001 and over 161 to 40 Every additional 1,000 Every additional 1,024 40 additional 192 12 *For Academic Edition Customers with Campus Wide Subscriptions, you may have three (3) Support Contacts for every one thousand (1,000) FTEs. EXHIBIT 1.A RED HAT ENTERPRISE LINUX AND RELATED SOFTWARE SUBSCRIPTIONS

Support Contacts. For the Software Subscriptions, you may contact Red Hat through your designated Support Contacts. You may designate up to the number of contacts described in Table 2.8 below based on the number of Standard and Premium Software Subscriptions you have purchased (other than for Academic Edition Customers with Campus Wide Subscriptions*). We will provide Subscription Services to you solely by communicating during the Hours of Coverage with the individual Support Contact(s) you appoint. For Premium Support, in order to receive 24x7 coverage for Severity 1 and 2 issues, you must provide a dedicated point of contact to who will be available until the issue is resolved. You may change your designated Support Contacts by notifying us in writing and giving us five business days to process the change. The Support Contacts should have “read and write” access to the necessary files, English language communication skills and relevant technical knowledge. Table 2.8 Number of Standard and Premium Software Subscriptions (excluding Red Hat JBoss Subscriptions) Number of Cores included in Red Hat JBoss Software Subscriptions Support Contacts 1 to 250 50 1 to 255 Up 32 2 51 to 20 100 33 to 64 4 101 to 250 65 to 96 6 251 to 500 97 to 128 8 501 to 1000 256 129 to 1,024 Up 160 10 1001 and over 161 to 40 Every additional 1,000 Every additional 1,024 40 additional 192 12 *For Academic Edition Customers with Campus Wide Subscriptions, you may have three two (32) Support Contacts for every one thousand (1,000) FTEsfull time employees. EXHIBIT 1.A RED HAT ENTERPRISE LINUX AND RELATED SOFTWARE SUBSCRIPTIONS