Common use of Targeted Response Times Clause in Contracts

Targeted Response Times. Provider will make every reasonable effort to respond to notifications from the Client rapidly within the time period to be measured from the first Support business hour occurring after Provider’s receipt of notification as outlined in the chart below. Support requests will be logged and tracked in Provider’s support tracking system. When submitting a support request, Customer must provide Provider with all information necessary for Provider to process the request and must respond promptly to Provider with any information reasonably requested to clarify the support request. Provided the requirements of this section are met, upon receipt of the support request, Provider will work with Customer to set expectations regarding the completion times for all support requests. Provider will acknowledge the request and determine the appropriate priority level based on the classifications specified below. In addition to services otherwise excluded in this Support and Service Level Schedule, excluded from Support are: Professional Services, infrastructure configurations that are outside of the then-standard product configuration, access to the Subscription Services or Hosting Services via private network, custom report creation, staging environment, technical and/or functional user training, database schema changes, modifications to data feed, on-site services, translation services, and any and all other requirements and/or services not specifically described herein. An “Acknowledgement” is Provider’s initial confirmation to Customer that Provider has received Customer’s support request; a “Resolution” is a workaround or action plan for addressing the problem; an “Issue” is a failure of the Subscription Services or Hosting Services to operate in accordance with its then-current Documentation. Severity Issue Urgent High Normal Low Definition Emergency, mission critical, application is unavailable, non- responsive or unusable. Components or features are unavailable, no work- around is possible. Downgraded user experience. Components or features are unavailable but work-around is possible. Non-critical questions, inquiries, and on- going projects. Applies to Production Production Production Production, Sandbox, development, and demo sites Examples Site appears to be down; users are unable to access the site. Site is returning error codes. Service is unavailable to a subset of users or it is intermittently unavailable. Major functional component is unavailable. Components or features are unavailable but work-around is possible. Non-critical questions, inquiries, and troubleshooting of issues impacting a Site is operating normally but you may be in need of instructional assistance. Questions about how a component limited number or users or courses. works or should be used. Requests regarding non-production sites. Target first reply time 2 hours or less, 24/7 4 business hours 12 business hours 12 business hours Resolution workflow/ expectations Global DevOps team triage and downgrade Global support team triage and escalate or downgrade as appropriate. In-region support In-region support *Note: Provider’s obligations to meet the steps for each of the above Severity Issues are dependent and contingent upon a Customer contact being available to provide information required for problem diagnosis and to test/confirm the Resolution. For the purposes of these targets, a “response” will mean an initial contact from the Provider representative to the Client. As a prerequisite to Provider’s obligation to respond to the Client, Client must follow the policies and procedures of Provider’s Support when submitting notification. All Support requests must be submitted via Provider’s ticketing system in order to be evaluated based on the standards above. Open LMS Standard Support Hours are 8:00AM to 5:00PM, except weekends and Open LMS holidays. ● APAC: Monday – Friday 8 AM – 5 PM (ACST/ACDT) ● EMEA: Monday – Friday 8 AM – 5 PM (BST) ● AMER: Monday – Friday 8 AM – 5 PM Central Time (CST/CDT) Provider shall use commercially reasonable efforts to maintain 99.9% Service Availability for Customer purchased services. “Service Availability” is defined as services functioning as intended without any significant interruption.

Targeted Response Times. Provider will make every reasonable effort to respond to notifications from the Client rapidly within the time period to be measured from the first Support business hour occurring after Provider’s receipt of notification as outlined in the chart below. Support requests will be logged and tracked in Provider’s support tracking system. When submitting a support request, Customer must provide Provider with all information necessary for Provider to process the request and must respond promptly to Provider with any information reasonably requested to clarify the support request. Provided the requirements of this section are met, upon receipt of the support request, Provider will work with Customer to set expectations regarding the completion times for all support requests. Provider will acknowledge the request and determine the appropriate priority level based on the classifications specified below. In addition to services otherwise excluded in this Support and Service Level Schedule, excluded from Support are: Professional Services, infrastructure configurations that are outside of the then-standard product configuration, access to the Subscription Services or Hosting Services via private network, custom report creation, staging environment, technical and/or functional user training, database schema changes, modifications to data feed, on-site services, translation services, and any and all other requirements and/or services not specifically described herein. An “Acknowledgement” is Provider’s initial confirmation to Customer that Provider has received Customer’s support request; a “Resolution” is a workaround or action plan for addressing the problem; an “Issue” is a failure of the Subscription Services or Hosting Services to operate in accordance with its then-current Documentation. Severity Issue Urgent High Normal Low Definition Emergency, mission critical, application is unavailable, non- responsive or unusable. Components or features are unavailable, no work- around is possible. Downgraded user experience. Components or features are unavailable but work-around is possible. Non-critical questions, inquiries, and on- going projects. Applies to Production Production Production Production, Sandbox, development, and demo sites Examples Site appears to be down; users are unable to access the site. Site is returning error codes. Service is unavailable to a subset of users or it is intermittently unavailable. Major functional component is unavailable. Components or features are unavailable but work-around is possible. Non-critical questions, inquiries, and troubleshooting of issues impacting a Site is operating normally but you may be in need of instructional assistance. Questions about how a component limited number or users or courses. works or should be used. Requests regarding non-production sites. Target first reply time 2 hours or less, 24/7 4 business hours 12 business hours 12 business hours Resolution workflow/ expectations Global DevOps team triage and downgrade Global support team triage and escalate or downgrade as appropriate. In-region support In-region support *Note: Provider’s obligations to meet the steps for each of the above Severity Issues are dependent and contingent upon a Customer contact being available to provide information required for problem diagnosis and to test/confirm the Resolution. For the purposes of these targets, a “response” will mean an initial contact from the Provider representative to the Client. As a prerequisite to Provider’s obligation to respond to the Client, Client must follow the policies and procedures of Provider’s Support when submitting notification. All Support requests must be submitted via Provider’s ticketing system in order to be evaluated based on the standards above. Open LMS Standard Support Hours are 8:00AM to 5:00PM, except weekends and Open LMS holidays. ● • APAC: Monday – Friday 8 AM – 5 PM (ACST/ACDT) ● • EMEA: Monday – Friday 8 AM – 5 PM (BST) ● • AMER: Monday – Friday 8 AM – 5 PM Central Time (CST/CDT) Provider shall use commercially reasonable efforts to maintain 99.999.5% Service Availability for Customer purchased services. “Service Availability” is defined as services functioning as intended without any significant interruption.

Targeted Response Times. Provider will make every reasonable effort to respond to notifications from the Client rapidly within the time period to be measured from the first Support business hour occurring after Provider’s receipt of notification as outlined in the chart below. Support requests will be logged and tracked in Provider’s support tracking system. When submitting a support request, Customer must provide Provider with all information necessary for Provider to process the request and must respond promptly to Provider with any information reasonably requested to clarify the support request. Provided the requirements of this section are met, upon receipt of the support request, Provider will work with Customer to set expectations regarding the completion times for all support requests. Provider will acknowledge the request and determine the appropriate priority level based on the classifications specified below. In addition to services otherwise excluded in this Support and Service Level Schedule, excluded from Support are: Professional Services, infrastructure configurations that are outside of the then-standard product configuration, access to the Subscription Services or Hosting Services via private network, custom report creation, staging environment, technical and/or functional user training, database schema changes, modifications to data feed, on-site services, translation services, and any and all other requirements and/or services not specifically described herein. An “Acknowledgement” is Provider’s initial confirmation to Customer that Provider has received Customer’s support request; a “Resolution” is a workaround or action plan for addressing the problem; an “Issue” is a failure of the Subscription Services or Hosting Services to operate in accordance with its then-current Documentation. Severity Issue Urgent High Normal Low Definition Emergency, mission critical, application is unavailable, non- responsive or unusable. Components or features are unavailable, no work- around is possible. Downgraded user experience. Components or features are unavailable but work-around is possible. Non-critical questions, inquiries, and on- going projects. Applies to Production Production Production Production, Sandbox, development, and demo sites Examples Site appears to be down; users are unable to access the site. Site is returning error codes. Service is unavailable to a subset of users or it is intermittently unavailable. Major functional component is unavailable. Components or features are unavailable but work-around is possible. Non-critical questions, inquiries, and troubleshooting of issues impacting a Site is operating normally but you may be in need of instructional assistance. Questions about how a component limited number or users or courses. works or should be used. Requests regarding non-production sites. Target first reply time 2 hours or less, 24/7 4 business hours 12 business hours 12 business hours Resolution workflow/ expectations Global DevOps team triage and downgrade Global support team triage and escalate or downgrade as appropriate. In-region support In-region support *Note: Provider’s obligations to meet the steps for each of the above Severity Issues are dependent and contingent upon a Customer contact being available to provide information required for problem diagnosis and to test/confirm the Resolution. For the purposes of these targets, a “response” will mean an initial contact from the Provider representative to the Client. As a prerequisite to Provider’s obligation to respond to the Client, Client must follow the policies and procedures of Provider’s Support when submitting notification. All Support requests must be submitted via Provider’s ticketing system in order to be evaluated based on the standards above. Open LMS Standard Support Hours are 8:00AM to 5:00PM, except weekends and Open LMS holidays. ● • APAC: Monday – Friday 8 AM – 5 PM (ACST/ACDT) ● • EMEA: Monday – Friday 8 AM – 5 PM (BST) ● • AMER: Monday – Friday 8 AM – 5 PM Central Time (CST/CDT) Provider shall use commercially reasonable efforts to maintain 99.9% Service Availability for Customer purchased services. “Service Availability” is defined as services functioning as intended without any significant interruption.