Common use of Priority Levels Clause in Contracts

Priority Levels. Priority levels are determined based on impact and urgency, as attributable to Mendix as set forth below. (i) High: a high priority production incident with a high impact on Customer’s business, impacting (almost) all users (ii) Medium: a production incident with intermediate impact on Customer’s business, impacting a group of users (iii) Low: a trivial (production) incident with no impact on the customer’s business (i) High: operational functionality is severely disrupted (ii) Medium: operational functionality is limited disrupted (iii) Low: operational functionality is not/hardly disrupted Priority Levels High Critical High Medium Medium High Medium Low Low Medium Low Low If and where Mendix provides for a workaround solution the priority level can never be higher than Medium.

Priority Levels. Priority levels are determined based on impact and urgency, as attributable to Mendix Teamline as set forth below. (i) High: a high priority production incident with a high impact on Customer’s business, impacting (almost) all users (ii) Medium: a production incident with intermediate impact on Customer’s business, impacting a group of users (iii) Low: a trivial (production) incident with no impact on the customer’s businessbusiness Urgency: (i) High: operational functionality is severely disrupted (ii) Medium: operational functionality is limited disrupted (iii) Low: operational functionality is not/hardly disrupted (i) High: operational functionality is severely disrupted (ii) Medium: operational functionality is limited disrupted (iii) Low: operational functionality is not/hardly disrupted Priority Levels Urgency Impact High Medium Low High Critical High Medium Medium High Medium Low Low Medium Low Low If and where Mendix provides for a workaround solution the priority level can never be higher than Medium.Low

Priority Levels. Priority levels are determined based on impact and urgency, as attributable to Mendix as set forth below. (i) High: a high priority production incident with a high impact on Customer’s business, impacting (almost) all users (ii) Medium: a production incident with intermediate impact on Customer’s business, impacting a group of users (iii) Low: a trivial (production) incident with no impact on the customer’s business (i) High: operational functionality is severely disrupted (ii) Medium: operational functionality is limited disrupted (iii) Low: operational functionality is not/hardly disrupted Mx_ServiceLevelAgreement_v2018-01 Page 2 of 6 SLA_v2018-01 Priority Levels High Critical High Medium Medium High Medium Low Low Medium Low Low If and where Mendix provides for a workaround solution the priority level can never be higher than Medium.