Common use of INCIDENT RESPONSE AND RESOLUTION Clause in Contracts

INCIDENT RESPONSE AND RESOLUTION. 4.1 Subject to the other provisions of this Schedule, BAE Systems shall use commercially reasonable efforts to provide a Response and Workaround or Resolution for the Incident in accordance with the target timescales below: Priority 1 4 Business Hours (Remote only) 2.5 Business Days (Remote Only) Priority 2 8 Business Hours (Remote Only) 4 Business Days (Remote Only) Priority 3 2 Business Days (Remote Only) By mutual agreement with the Customer’s Authorised Representative to suit the Customer’s production update cycles Priority 4 3 Business Days (Remote Only) Future GA Release 4.2 The timescales will commence upon BAE Systems’ receipt of a fully completed Incident Report in the Customer Support Portal and, in the case of Priority 1 Incidents, when the Customer has also emailed the Technical Support Desk, in accordance with paragraph 2 (Reporting Incidents) above. For any timescales measured in Business Hours, where an Incident is raised outside of Business Hours, the timescales will be measured from the start of Business Hours on the next Business Day. 4.3 The timescales will be placed on hold by BAE Systems during any time when BAE Systems is waiting on any requests for information or other assistance from the Customer, or waiting on the Customer to provide remote access to the Production Environment, or the Incident is under investigation by a 3rd party and awaiting an update, or waiting on the Customer to test or implement a Workaround, Fix, Release or other instructions provided by BAE Systems. 4.4 Where an Incident is changed in Priority by BAE Systems, the timescales will be reset and commence for the new Priority level at the point that the Incident Priority is changed. 4.5 In the event that BAE Systems provides a Workaround rather than a permanent Resolution, the target timescales above will cease upon provision of the initial Workaround, however BAE Systems shall continue to use commercially reasonable efforts to provide a permanent Resolution. Such permanent Resolution may be in a future Release. 4.6 An Incident is deemed finally resolved (and “Resolution” shall be construed accordingly) on the earliest of the following: (a) BAE Systems has made available a Fix, Release, or other permanent method that would restore the affected business service, application or system of the Customer; (b) the Incident has been placed on hold awaiting information, assistance or action from the Customer for more than three Business Days, provided that BAE Systems has requested an update at least three times; or (c) BAE Systems’ diagnosis has determined that the Incident was not caused by a Fault or is attributable to any of the circumstances set out in paragraph 8 (Technical Support Exclusions) below. 4.7 A replica test environment shall be maintained (within the overall maximum number of environments specified in the Order), with mirror Operating Conditions of the Primary Environment, where Workarounds, Fixes or new Releases provided by BAE Systems, shall be tested prior to deployment of such Fixes to the Production Environment. 6 SUPPORTED ENVIRONMENTS 6.1 Technical Support and Maintenance is limited to the Product Environment only. 6.2 The Customer’s entitlement to Technical Support and Maintenance is conditional on the Customer only Using the Software Product in the supported Operating Conditions (e.g. operating system, database and browser versions) that are expressly specified in the Documentation for that Release and authorised in advance by BAE Systems in writing in accordance with this paragraph 6 (Supported Environments). The Customer acknowledges that, when deploying a newer Release, the Customer may be required to upgrade to more recent versions of the underlying Operating Conditions in order to maintain compatibility. 6.3 The Customer shall not make any changes to the Operating Conditions for the Software Product without BAE Systems’ prior written authorisation (not to be unreasonably withheld or delayed) that the proposed changes are not expected to negatively impact the operation of the Software Product. The Customer shall, via its Authorised Representative, raise any such requests for authorisation through the Customer Support Portal and BAE Systems shall endeavour to respond within 3 Business Days. In the event that BAE Systems determines that the impact assessment would require a detailed analysis and/or testing, this will be subject to additional charge via a separate Order for professional services to be mutually agreed. 6.4 In the event that the Order explicitly specifies that the Customer may Use the Software Product in more than one Production Environment, then the Technical Support and Maintenance Services shall apply to all such Production Environments in which the Software Product has been installed (subject to the maximum number of Production Environments set out in the Licence Restrictions) provided that: (a) each Incident is reproducible in the Primary Environment.

INCIDENT RESPONSE AND RESOLUTION. 4.1 Subject to the other provisions of this Schedule, BAE Systems shall use commercially reasonable efforts to provide a Response and Workaround or Resolution for the Incident in accordance with the target timescales below: Priority 1 4 Business Hours (Remote only) 2.5 Business Days (Remote Only) Priority 2 8 Business Hours (Remote Only) 4 Business Days (Remote Only) Priority 3 2 Business Days (Remote Only) By mutual agreement with the Customer’s Authorised Representative to suit the Customer’s production update cycles Priority 4 3 Business Days (Remote Only) Future GA Release 4.2 The timescales will commence upon BAE Systems’ receipt of a fully completed Incident Report in the Customer Support Portal and, in the case of Priority 1 Incidents, when the Customer has also emailed the Technical Support Desk, in accordance with paragraph 2 (Reporting Incidents) above. For any timescales measured in Business Hours, where an Incident is raised outside of Business Hours, the timescales will be measured from the start of Business Hours on the next Business Day. 4.3 The timescales will be placed on hold by BAE Systems during any time when BAE Systems is waiting on any requests for information or other assistance from the Customer, or waiting on the Customer to provide remote access to the Production Environment, or the Incident is under investigation by a 3rd party and awaiting an update, or waiting on the Customer to test or implement a Workaround, Fix, Release or other instructions provided by BAE Systems. 4.4 Where an Incident is changed in Priority by BAE Systems, the timescales will be reset and commence for the new Priority level at the point that the Incident Priority is changed. 4.5 In the event that BAE Systems provides a Workaround rather than a permanent Resolution, the target timescales above will cease upon provision of the initial Workaround, however BAE Systems shall continue to use commercially reasonable efforts to provide a permanent Resolution. Such permanent Resolution may be in a future Release. 4.6 An Incident is deemed finally resolved (and “Resolution” shall be construed accordingly) on the earliest of the following: (a) BAE Systems has made available a Fix, Release, or other permanent method that would restore the affected business service, application or system of the Customer; (b) the Incident has been placed on hold awaiting information, assistance or action from the Customer for more than three Business Days, provided that BAE Systems has requested an update at least three times; or (c) BAE Systems’ diagnosis has determined that the Incident was not caused by a Fault or is attributable to any of the circumstances set out in paragraph 8 (Technical Support Exclusions) below. 4.7 A replica test environment shall be maintained (within the overall maximum number of environments specified in the Order), with mirror Operating Conditions of the Primary Environment, where Workarounds, Fixes or new Releases provided by BAE Systems, shall be tested prior to deployment of such Fixes to the Production Environment. 6 SUPPORTED ENVIRONMENTS 6.1 Technical Support and Maintenance is limited to the Product Production Environment only, except that BAE Systems shall correct any material issues with Workarounds or Fixes (provided to address a Fault in the Production Environment) that are identified during installation of those Workarounds or Fixes in a non- Production Environment, provided that the non-Production Environment in which these were identified is a replica test environment with mirror Operating Conditions of the Primary Environment, and the timescales set out in paragraph 4 (Incident Response and Resolution) will not apply. 6.2 The Customer’s entitlement to Technical Support and Maintenance is conditional on the Customer only Using the Software Product in the supported Operating Conditions (e.g. operating system, database and browser versions) that are expressly specified in the Documentation for that Release and authorised in advance by BAE Systems in writing in accordance with this paragraph 6 (Supported Environments). The Customer acknowledges that, when deploying a newer Release, the Customer may be required to upgrade to more recent versions of the underlying Operating Conditions in order to maintain compatibility. 6.3 The Customer shall not make any changes to the Operating Conditions for the Software Product without BAE Systems’ prior written authorisation (not to be unreasonably withheld or delayed) that the proposed changes are not expected to negatively impact the operation of the Software Product. The Customer shall, via its Authorised Representative, raise any such requests for authorisation through the Customer Support Portal and BAE Systems shall endeavour to respond within 3 Business Days. In the event that BAE Systems determines that the impact assessment would require a detailed analysis and/or testing, this will be subject to additional charge via a separate Order for professional services to be mutually agreed. 6.4 In the event that the Order explicitly specifies that the Customer may Use the Software Product in more than one Production Environment, then the Technical Support and Maintenance Services shall apply to all such Production Environments in which the Software Product has been installed (subject to the maximum number of Production Environments set out in the Licence Restrictions) provided that: (a) each of the Production Environments has the same Software Product installed (with the same Release number) and has mirror Operating Conditions to that of the Primary Environment, except as provided by paragraph 6.5 below; and (b) each Incident is reproducible in the Primary Environment.

INCIDENT RESPONSE AND RESOLUTION. 4.1 Subject to the other provisions of this Schedule, BAE Systems shall use commercially reasonable efforts to provide a Response and Workaround or Resolution for the Incident in accordance with the target timescales below: Priority 1 4 TBC Business Hours (Remote only) 2.5 TBC Business Days (Remote Only) Priority 2 8 TBC Business Hours (Remote Only) 4 TBC Business Days (Remote Only) Priority 3 2 TBC Business Days (Remote Only) By mutual agreement with the Customer’s Authorised Representative to suit the Customer’s production update cycles Priority 4 3 TBC Business Days (Remote Only) Future GA Release 4.2 The timescales will commence upon BAE Systems’ receipt of a fully completed Incident Report in the Customer Support Portal and, in the case of Priority 1 Incidents, when the Customer has also emailed the Technical Support Desk, in accordance with paragraph 2 (Reporting Incidents) above. For any timescales measured in Business Hours, where an Incident is raised outside of Business Hours, the timescales will be measured from the start of Business Hours on the next Business Day. 4.3 The timescales will be placed on hold by BAE Systems during any time when BAE Systems is waiting on any requests for information or other assistance from the Customer, or waiting on the Customer to provide remote access to the Production Environment, or the Incident is under investigation by a 3rd party and awaiting an update, or waiting on the Customer to test or implement a Workaround, Fix, Release or other instructions provided by BAE Systems. 4.4 Where an Incident is changed in Priority by BAE Systems, the timescales will be reset and commence for the new Priority level at the point that the Incident Priority is changed. 4.5 In the event that BAE Systems provides a Workaround rather than a permanent Resolution, the target timescales above will cease upon provision of the initial Workaround, however BAE Systems shall continue to use commercially reasonable efforts to provide a permanent Resolution. Such permanent Resolution may be in a future Release. 4.6 An Incident is deemed finally resolved (and “Resolution” shall be construed accordingly) on the earliest of the following: (a) BAE Systems has made available a Fix, Release, or other permanent method that would restore the affected business service, application or system of the Customer; (b) the Incident has been placed on hold awaiting information, assistance or action from the Customer for more than three Business Days, provided that BAE Systems has requested an update at least three times; or (c) BAE Systems’ diagnosis has determined that the Incident was not caused by a Fault or is attributable to any of the circumstances set out in paragraph 8 (Technical Support Exclusions) below. 4.7 A replica test environment shall be maintained (within the overall maximum number of environments specified in the Order), with mirror Operating Conditions of the Primary Environment, where Workarounds, Fixes or new Releases provided by BAE Systems, shall be tested prior to deployment of such Fixes to the Production Environment. 6 SUPPORTED ENVIRONMENTS 6.1 Technical Support and Maintenance is limited to the Product Production Environment only, except that BAE Systems shall correct any material issues with Workarounds or Fixes (provided to address a Fault in the Production Environment) that are identified during installation of those Workarounds or Fixes in a non- Production Environment, provided that the non-Production Environment in which these were identified is a replica test environment with mirror Operating Conditions of the Primary Environment, and the timescales set out in paragraph 4 (Incident Response and Resolution) will not apply. 6.2 The Customer’s entitlement to Technical Support and Maintenance is conditional on the Customer only Using the Software Product in the supported Operating Conditions (e.g. operating system, database and browser versions) that are expressly specified in the Documentation for that Release and authorised in advance by BAE Systems in writing in accordance with this paragraph 6 (Supported Environments). The Customer acknowledges that, when deploying a newer Release, the Customer may be required to upgrade to more recent versions of the underlying Operating Conditions in order to maintain compatibility. 6.3 The Customer shall not make any changes to the Operating Conditions for the Software Product without BAE Systems’ prior written authorisation (not to be unreasonably withheld or delayed) that the proposed changes are not expected to negatively impact the operation of the Software Product. The Customer shall, via its Authorised Representative, raise any such requests for authorisation through the Customer Support Portal and BAE Systems shall endeavour to respond within 3 Business Days. In the event that BAE Systems determines that the impact assessment would require a detailed analysis and/or testing, this will be subject to additional charge via a separate Order for professional services to be mutually agreed. 6.4 In the event that the Order explicitly specifies that the Customer may Use the Software Product in more than one Production Environment, then the Technical Support and Maintenance Services shall apply to all such Production Environments in which the Software Product has been installed (subject to the maximum number of Production Environments set out in the Licence Restrictions) provided that: (a) each of the Production Environments has the same Software Product installed (with the same Release number) and has mirror Operating Conditions to that of the Primary Environment, except as provided by paragraph 6.5 below; and (b) each Incident is reproducible in the Primary Environment.