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SERVICE LEVEL AGREEMENT

1. Introduction and Definitions
This Service Level Agreement (“SLA“) defines the responsibilities of the Company with regard
to standard support and maintenance offering, with respect to the Company’s Platform (the
“Platform”). This SLA forms an integral part of the commercial agreement executed between
the Customer and the Company (the “Agreement”).

“Customer” refers to a customer of the Company who purchased a license to use the Platform,
and.

  • such purchase includes Support and Maintenance services for no additional
    consideration, or
  • such customer paid additional fees for Support and Maintenance services.

“Support” refers to Company’s responsibilities to address questions and issues related to the
Platform components.

“Maintenance” refers to Customer’s rights to receive bug fixes and version updates for the
Platform.

“Downtime” or “Downtime Incident” means the time in which the Platform is unavailable to
the Customer as measured and determined by the Company. Downtime Incidents exclude: (a)
planned downtimes announced at least 72 hours in-advance by Company, including without
limitation, for periodic upgrade and maintenance; and/or (b) any time during which the
Company is waiting for information from the Customer, or waiting for Customer’s confirmation
that the Platform has been restored.

2. Support Hours and Channels
Basic support is provided via email or phone and during regular business hours, PST. On-site
support is not included in such framework.

2.1 Support Hours
Support hours are Monday through Friday; 9:00am to 6:00pm, excluding public
holidays.
2.2 Support Channels
Please send all support emails to support@trustificorp.com; or call the following
number 1-844-235-0084.

3. Severity Levels and Expected Response Time.
The Company guarantees a specific response time according to the severity of the reported
issue. The following table defines the severity levels and the maximum response times
guaranteed by the Company’s support team:

Severity Level Definition Initial Response Time
1 Critical Flaw: A Critical Flaw shall be defined as a flaw adhering one or more of the following conditions: (i) it results in a total failure of the Platform; or (ii) it creates a situation that does not allow using at least one substantial feature of the Platform. Up to 8 business hours
2 Major Flaw: A Major Flaw shall be defined as a flaw adhering one of more of the following conditions: (i) it severely impairs systems the Platform interacts with or their material functionality; (ii) it creates a substantial flaw in Customer's ability to provide its services; or (iii) it causes a system restart that impairs the services or the operation of certain features of Customer's systems, more than once a day. Up to 1 business day
3 Minor Flaw: A Minor Flaw shall be any other flaw. Up to 5 business days
4 All non-service-impacting issues such as documentation or product enhancement requests, questions, etc. Up to 10 business days

4. Maintenance.
As part of the Maintenance services provided by the Company hereunder, the Company shall
make available to Customer any updates to the Platform, if and when the Company makes such
updates generally available to its other customers then covered by Maintenance services with
similar terms as the terms of this SLA.
Note that the Company shall have no responsibility to repair any Platform damages or other
defects that were caused due to the Customer’s failure to use updated versions that were
provided by the Company.

5. Exclusions:
The Company’s obligations under this SLA do not apply to any: (a) Platform provided for
evaluation purposes (unless otherwise explicitly set forth in the Agreement); (b) features or
services which are not included in the Platform; or (c) Downtime Incidents that: (i) are
explicitly excluded under this SLA; (ii) are caused by factors beyond the Company’s
reasonable control; (iii) resulted from Customer’s software or hardware that would have been
prevented but for such Customer’s software or hardware; (iv) resulted from the Customer’s own
management or misuse of the Platform; (v) resulted from third party software or hardware, the
use of which was not approved by the Company in advance; or (vi) resulted from violation by
Customer of the Agreement.

6. Additional Services that are not included in the SLA:
Services under this SLA specifically exclude the following services, which shall be separately
billed as detailed in the Agreement or the Customer’s order: (i) engineering services, (ii)
instructions of any kind (other than basic assistance) relating to the use of the Platform, (iii)
training, and (iv) general consulting and assistance regarding the operation of the Platform or
its functionality, which do not relate to a flaw.

7. Support provided by Third Parties
TO THE EXTENT CUSTOMER PURCHASED SUPPORT/MAINTENANCE SERVICES
DIRECTLY FROM THIRD PARTIES (THE “THIRD PARTY PROVIDERS“), THE
COMPANY MAKES NO REPRESENTATIONS WITH RESPECT THERETO, AND THE
CUSTOMER HEREBY WAIVES ANY CLAIMS RELATED TO ANY SERVICES THAT
THE THIRD PARTY PROVIDERS MAY PROVIDE TO THE CUSTOMER.

ANY RIGHTS GRANTED TO CUSTOMER UNDER ANY CONTRACT OR PURCHASE
ORDER BETWEEN THE CUSTOMER AND THIRD PARTY PROVIDERS THAT ARE
NOT EXPLICITLY PROVIDED HEREIN, APPLY ONLY IN CONNECTION WITH SUCH
THIRD PARTIES, AND NOT THE COMPANY.
THE COMPANY DISCLAIMS ANY WARRANTIES OR REPRESENTATIONS
PROVIDED OR MADE TO THE CUSTOMER BY THE THIRD PARTY PROVIDERS.
SUCH WARRANTIES AND REPRESENTATONS ARE THE SOLE RESPONSIBILITY OF
THE THIRD PARTY PROVIDERS.