Common use of Classification Description Clause in Contracts

Classification Description. Severity Level 1 (Critical) ● Service is at a standstill – the SSLP Group Ltd System is unavailable ● Inability to send secure emails ● Issues with a third-party supplier (critical to processing) Severity Level 2 (Serious) • Services are significantly impaired and key business processes, such as ability to send secure emails and payslips cannot be conducted without significant delay, but systems are still available • Inability to process emails/payslips for a short period or for a section of Client base • Internal email or telephone systems are unavailable Severity Level 3 (Moderate) • Other services such as support or customisations cannot be carried out without significant delay, but all systems are operational. • Issues with a third-party supplier (non-critical) Severity Level 4 (Minor) • Integration and test/development system issues, minor incidents and enquiries • Queries regarding accounts or problems to access • Cosmetic impact if in relation to Client customisation The target time for SSLP Group Ltd to respond to all faults is outlined in Table 2, the target time being from fault notification by Client or SSLP Group Ltd. SSLP Group Ltd will update the Client at the target interval indicated until a solution is found. Table 2 Classification Step 1 (Identify Source) Step 2 (Resolution) Step 3 (Permanent Fix) Third Party Level 1 (Critical) 60 minutes Acknowledge and communicate incident to Client via ‘Incident Report’. Immediate and continuing efforts but in no event more than 2 hours to update ‘Incident Report’ and no more than 3 hours for a Temporary Fix to resolve the issue. Within 1 calendar day Within 3 days with at least daily updates. Level 2 (Serious) 60 minutes As above 4 hours Within 5 calendar days or to an agreed schedule Within 1 week daily updates Level 3 (Moderate) 5 hours 1 calendar day Within 5 calendar days or to an agreed schedule Weekly updates with demonstrabl e progress at each update Level 4 (Minimal) 1 business day On a time-available basis On a planned scheduled basis On a planned and scheduled basis as part of developmen t cycle

Classification Description. Severity Level 1 (Critical) ● • Service is at a standstill – the SSLP Group Ltd System is unavailable ● • Inability to send secure emails ● • Issues with a third-party supplier (critical to processing) Severity Level 2 (Serious) • Services are significantly impaired and key business processes, such as ability to send secure emails and payslips cannot be conducted without significant delay, but systems are still available • Inability to process emails/payslips for a short period or for a section of Client base • Internal email or telephone systems are unavailable Severity Level 3 (Moderate) • Other services such as support or customisations cannot be carried out without significant delay, but all systems are operational. • Issues with a third-party supplier (non-critical) Severity Level 4 (Minor) • Integration and test/development system issues, minor incidents and enquiries • Queries regarding accounts or problems to access • Cosmetic impact if in relation to Client customisation The target time for SSLP Group Ltd to respond to all faults is outlined in Table 2, the target time being from fault notification by Client or SSLP Group Ltd. SSLP Group Ltd will update the Client at the target interval indicated until a solution is found. Table 2 Classification Step 1 (Identify Source) Step 2 (Resolution) Step 3 (Permanent Fix) Third Party Level 1 (Critical) 60 minutes Acknowledge and communicate incident to Client via ‘Incident Report’. Immediate and continuing efforts but in no event more than 2 hours to update ‘Incident Report’ and no more than 3 hours for a Temporary Fix to resolve the issue. Within 1 calendar day Within 3 days with at least daily updates. Level 2 (Serious) 60 minutes As above 4 hours Within 5 calendar days or to an agreed schedule Within 1 week daily updates Level 3 (Moderate) 5 hours 1 calendar day Within 5 calendar days or to an agreed schedule Weekly updates with demonstrabl e demonstrable progress at each update Level 4 (Minimal) 1 business day On a time-available basis On a planned scheduled basis On a planned and scheduled basis as part of developmen t development cycle

Classification Description. Severity Level 1 (Critical) ● • Service is at a standstill – the SSLP Group Ltd System is unavailable ● • Inability to send secure emails ● • Issues with a third-party supplier (critical to processing) Severity Level 2 (Serious) • Services are significantly impaired and key business processes, such as ability to send secure emails and payslips cannot be conducted without significant delay, but systems are still available • Inability to process emails/payslips for a short period or for a section of Client base • Internal email or telephone systems are unavailable Severity Level 3 (Moderate) • Other services such as support or customisations cannot be carried out without significant delay, but all systems are operational. • Issues with a third-party supplier (non-critical) Severity Level 4 (Minor) • Integration and test/development system issues, minor incidents and enquiries • Queries regarding accounts or problems to access • Cosmetic impact if in relation to Client customisation The target time for SSLP Group Ltd to respond to all faults is outlined in Table 2, the target time being from fault notification by Client or SSLP Group Ltd. SSLP Group Ltd will update the Client at the target interval indicated until a solution is found. Table 2 Classification Step 1 (Identify Source) Step 2 (Resolution) Step 3 (Permanent Fix) Third Party Level 1 (Critical) 60 minutes Acknowledge and communicate incident to Client via ‘Incident Report’. Immediate and continuing efforts but in no event more than 2 hours to update ‘Incident Report’ and no more than 3 hours for a Temporary Fix to resolve the issue. Within 1 calendar day Within 3 days with at least daily updates. Level 2 (Serious) 60 minutes As above 4 hours Within 5 calendar days or to an agreed schedule Within 1 week daily updates Level 3 (Moderate) 5 hours 1 calendar day Within 5 calendar days or to an agreed schedule Weekly updates with demonstrabl e demonstrable progress at each update Level 4 (Minimal) 1 business day On a time-available basis On a planned scheduled basis On a planned and scheduled basis as part of developmen t development cycle