Common use of Support Plans Clause in Contracts

Support Plans. With respect to and to the extent purchased under any applicable Order, Bandura will provide telephone support with response times as follows: Support Offerings PREMIUM STANDARD Business Hours Availability Mon – Fri, 8am to 5pm CT (excluding holidays) After Hours Availability Yes - 24x7x365 No Call Response Times Severity 1 – Critical Equipment is down, critically affects Customer Equipmention environment. No workaround available yet. ≤ 1 hour ≤ 1 Business hour Severity 2 – High Equipment is impaired, Customer Equipmention up, but impacted. No workaround available yet. ≤ 2 hours ≤ 2 Business hours Severity 3 – Medium A Equipment function has failed, Customer Equipmention not affected. Support is aware of the issue and a workaround is available. ≤ 4 hours ≤ 4 Business hours Severity 4 – Low Non-critical issue. Does not impact Customer business. Feature, information, documentation, how-to and enhancement requests from Customer. ≤ 8 hours ≤ 8 Business hours Contact Support: Website: ▇▇▇▇▇▇▇▇.▇▇▇▇▇▇▇▇▇▇▇▇.▇▇▇ Toll Free US: +▇.▇▇▇.▇▇▇.▇▇▇▇ ext.2 You must register Equipment for which you have purchased support at ▇▇▇▇▇://▇▇▇▇▇▇▇▇.▇▇▇▇▇▇▇▇▇▇▇▇.▇▇▇, or any successor site thereto, as specified by Bandura ("Support Website") to access the features and benefits available to such Equipment. In connection with Customer’s purchase of a Support Plan described above, Bandura shall provide the services as set forth in the table entitled "Support Plans and Services Offered" above, including: a. Remote Technical Support 1. Telephone support available during the times specified for the Support Plan. 2. Support cases created via the web will have a response time based on the severity classification as set forth in the table entitled "Support Plans and Services Offered" above.

Support Plans. With respect to and to the extent purchased under any applicable Order, Bandura ThreatBlockr will provide telephone support with response times as follows: Support Offerings PREMIUM STANDARD Business Hours Availability Mon – Fri, 8am to 5pm CT (excluding holidays) After Hours Availability Yes - – 24x7x365 No Call Response Times Severity 1 – Critical Equipment is down, critically affects Customer Equipmention environment. No workaround available yet. ≤ 1 hour ≤ 1 Business hour Severity 2 – High Equipment is impaired, Customer Equipmention up, but impacted. No workaround available yet. ≤ 2 hours ≤ 2 Business hours Severity 3 – Medium A Equipment function has failed, Customer Equipmention not affected. Support is aware of the issue and a workaround is available. ≤ 4 Business hours ≤ 4 Business hours Severity 4 – Low Non-critical issue. Does not impact Customer business. Feature, information, documentation, how-how- to and enhancement requests from Customer. ≤ 8 Business hours ≤ 8 Business hours Contact Support: Website: ▇▇▇▇▇▇▇▇.▇▇▇▇▇▇▇▇▇▇▇▇.▇▇▇ Toll Free US: +▇.▇▇▇.▇▇▇.▇▇▇▇ ext.2 You must register Equipment for which you have purchased support at ▇▇▇▇▇://▇▇▇▇▇▇▇▇.▇▇▇▇▇▇▇▇▇▇▇▇.▇▇▇, or any successor site thereto, as specified by Bandura ThreatBlockr ("“Support Website"”) to access the features and benefits available to such Equipment. In connection with Customer’s purchase of a Support Plan described above, Bandura ThreatBlockr shall provide the services as set forth in the table entitled "“Support Plans and Services Offered" ” above, including: a. : • Remote Technical Support 1. Support o Telephone support available during the times specified for the Support Plan. 2. o Support cases created via the web will have a response time based on the severity classification as set forth in the table entitled "“Support Plans and Services Offered" ” above. • Secure Web Access o Access to the Support Website to acquire the latest software versions, fixes, feature releases, software release notes, signature updates, FAQs, case management and technical documentation. o ThreatBlockr will use commercially reasonable efforts to ensure that the Support Website) is available 24×7. ThreatBlockr reserves the right to modify the Support Plans offered so long as such modification does not result in degradation of service. Please refer to the Support Website for the most current support plan descriptions.