Common use of Minimal Impact Clause in Contracts

Minimal Impact. Response to queries, one user affected • Part of the Infrastructure maintained is not operational, with minor or no impact on the operation of the JDE Application; • Trivial defect has little or no impact on services or operations. Severity Description Target Resolutionor Bypass Target Resolution& Close Notification & Status Update 1 Critical Impact All or most users are affected. Business operations affected > 80% within4 hours > 80% within1 days Notify Customers immediately with regular status update. 2 High Impact Important functions not available, no recovery option immediatelyavailable > 80% within1 days > 80% within2 days Notify Customers if not resolved within 4 hours. Status updates on a 4 hour basis. 3 Low Impact Less important functions not available, recovery option available > 80% within4 days > 80% within15 days Notify Customers if not resolved within 2 working days. Weekly status update. 4 Minimal Impact Responses to queries, one user affected Not Applicable > 80% within30 days Notify Customers if not resolved within 5 working days. Monthly status update.

Minimal Impact. Response to queries, one user affected •  Part of the Infrastructure maintained is not operational, with minor or no impact on the operation of the JDE Application; •  Trivial defect has little or no impact on services or operations. Severity Description Target Resolutionor Bypass Target Resolution& Close Notification & Status Update. 1 Critical Impact All or most users are affected. Business operations affected > 80% within4 hours > 80% within1 days Notify Customers immediately with regular status update. 2 High Impact Important functions not available, no recovery option immediatelyavailable immediately available > 80% within1 days > 80% within2 days Notify Customers if not resolved within 4 hours. Status updates on a 4 hour basis. 3 Low Impact Less important functions not available, recovery option available > 80% within4 days > 80% within15 days Notify Customers if not resolved within 2 working days. Weekly status update. 4 Minimal Impact Responses to queries, one user affected Not Applicable > 80% within30 days Notify Customers if not resolved within 5 working days. Monthly status update.

Minimal Impact. Response to queries, one user affected • Part of the Infrastructure maintained is not operational, with minor or no impact on the operation of the JDE Application; • Trivial defect has little or no impact on services or operations. Severity Description Target Resolutionor Bypass Target Resolution& Close Notification & Status Update. 1 Critical Impact All or most users are affected. Business operations affected > 80% within4 hours > 80% within1 days Notify Customers immediately with regular status update. 2 High Impact Important functions not available, no recovery option immediatelyavailable immediately available > 80% within1 days > 80% within2 days Notify Customers if not resolved within 4 hours. Status updates on a 4 hour basis. 3 Low Impact Less important functions not available, recovery option available > 80% within4 days > 80% within15 days Notify Customers if not resolved within 2 working days. Weekly status update. 4 Minimal Impact Responses to queries, one user affected Not Applicable > 80% within30 days Notify Customers if not resolved within 5 working days. Monthly status update.