Common use of Response Times Clause in Contracts

Response Times. Based on the Customer’s classification of the incident, the Company shall use commercially reasonable efforts to respond to the Customer in the response time shown below, and provide an initial synopsis of the incident within the following timescales: Call Priority Platinum Support Plan Gold Support Plan Critical 4 business hours 8 business hours 8 business hours 16 business hours High 8 business hours 16 business hours 16 business hours 32 business hours Moderate 12 business hours 24 business hours 24 business hours 48 business hours

Response Times. Based on the Customer’s classification of the incident, the Company shall use commercially reasonable efforts to respond to the Customer in the response time shown below, below and provide an initial synopsis of the incident within the following timescales: Call Priority Platinum Support Plan Gold Support Plan Critical 4 business hours 8 business hours 8 business hours 16 business hours High 12 business hours 24 business hours 8 business hours 16 business hours 16 business hours 32 business hours Moderate 12 business hours 24 business hours 24 business hours 48 business hourshours High Moderate

Response Times. Based on the Customer’s classification of the incident, the Company shall use commercially reasonable efforts to respond to the Customer in the response time shown below, below and provide an initial synopsis of the incident within the following timescales: Call Priority Gold Support Plan Platinum Support Plan Gold Support Plan Critical 8 business hours 16 business hours 4 business hours 8 business hours High 16 business hours 32 business hours 8 business hours 16 business hours High 8 Moderate 24 business hours 16 48 business hours 16 business hours 32 business hours Moderate 12 business hours 24 business hours 24 business Details on support on bank holidays is available under the Support Portal ▇▇▇▇▇▇▇.▇▇▇▇▇▇▇▇▇.▇▇▇/▇▇▇▇▇▇▇▇▇/▇▇▇▇▇▇▇.▇▇. In case of maintenance downtimes, Company will inform Customer 48 hours 48 business hoursin advance.