Common use of ERROR PRIORITY LEVELS Clause in Contracts

ERROR PRIORITY LEVELS. bookinglab will resolve all Errors reported by customers according to the Priority Level set out in the table below. Priority Levels will be determined by bookinglab in its sole discretion and will be based upon the information provided at the time the Ticket is raised. If Customer is not satisfied with bookinglab classification of the Priority Level, then Customer should discuss the matter with bookinglab Head of Customer Support. Priority Level Business Impact P1 Whole or critical part of the Booking Service is unusable, causing a major business impact. For example: • Complete server outage • An essential component is not available. E.g. the calendar dashboard or customer-facing widget are not loading and therefore the customer’s customers are not able to make bookings • An essential component is completely unusable and the issue is not caused by network problems within the customer’s location • The issue seriously impacts the customer’s customers or serious complaints are raised • The API responds (or fails to) in a manner that renders the Booking Service unusable P2 Important, but not immediately critical part of the Booking Service is unusable, causing some business impact. For example: • A small number of locations are affected within the whole customer’s network • The customer is unable to view standard reports via the back-end user-interface • A Work-Around is present where an issue would otherwise be P1. For example, it is not possible to book via the dashboard but it is possible via the add booking feature • The customers tab is not available • The API responds in a way that prohibits Scheduled Maintenance tasks, such as data upload P3 Small, but not critical part of the Booking Service is unusable or has limited functionality, causing some business impact. For example: • Filters within a widget are not responding as expected • A Work-Around is present where an issue would otherwise be P2 • Some emails are not being received • The API intermittently fails to respond as expected

ERROR PRIORITY LEVELS. bookinglab will resolve all Errors reported by customers according to the Priority Level set out in the table below. Priority Levels will be determined by bookinglab in its sole discretion and will be based upon the information provided at the time the Ticket is raised. If Customer is not satisfied with bookinglab classification of the Priority Level, then Customer should discuss the matter with bookinglab Head of Customer Support. Priority Level Business Impact P1 Whole or critical part of the Booking taptravel Service is unusable, causing a major business impact. For example: • Complete server outage • An essential component is not available. E.g. the calendar dashboard or customer-facing widget are not loading and therefore the customer’s customers are not able to make bookings • An essential component is completely unusable and the issue is not caused by network problems within the customer’s location • The issue seriously impacts the customer’s customers or serious complaints are raised • The API responds (or fails to) in a manner that renders the Booking taptravel Service unusable P2 Important, but not immediately critical part of the Booking taptravel Service is unusable, causing some business impact. For example: • A small number of locations are affected within the whole customer’s network • The customer is unable to view standard reports via the back-end user-interface • A Work-Around is present where an issue would otherwise be P1. For example, it is not possible to book via the dashboard but it is possible via the add booking feature • The customers tab is not available • The API responds in a way that prohibits Scheduled Maintenance tasks, such as data upload P3 Small, but not critical part of the Booking taptravel Service is unusable or has limited functionality, causing some business impact. For example: • Filters within a widget are not responding as expected • A Work-Around is present where an issue would otherwise be P2 • Some emails are not being received • The API intermittently fails to respond as expected

ERROR PRIORITY LEVELS. bookinglab Bookinglab will resolve all Errors reported by customers according to the Priority Level set out in the table below. Priority Levels will be determined by bookinglab Bookinglab in its sole discretion and will be based upon the information provided at the time the Ticket is raised. If Customer is not satisfied with bookinglab Bookinglab classification of the Priority Level, then Customer should discuss the matter with bookinglab Bookinglab Head of Customer Support. Priority Level Business Impact P1 Whole or critical part of the Booking Service is unusable, causing a major business impact. For example: • Complete server outage • An essential component is not available. E.g. the calendar dashboard or customer-facing widget are not loading and therefore the customer’s customers are not able to make bookings • An essential component is completely unusable and the issue is not caused by network problems within the customer’s location • The issue seriously impacts the customer’s customers or serious complaints are raised • The API responds (or fails to) in a manner that renders the Booking Service unusable P2 Important, but not immediately critical part of the Booking Service is unusable, causing some business impact. For example: • A small number of locations are affected within the whole customer’s network • The customer is unable to view standard reports via the back-end user-interface • A Work-Around is present where an issue would otherwise be P1. For example, it is not possible to book via the dashboard but it is possible via the add booking feature • The customers tab is not available • The API responds in a way that prohibits Scheduled Maintenance tasks, such as data upload P3 Small, but not critical part of the Booking Service is unusable or has limited functionality, causing some business impact. For example: • Filters within a widget are not responding as expected • A Work-Around is present where an issue would otherwise be P2 • Some emails are not being received • The API intermittently fails to respond as expectedexpected P4 Small other items, which may include non-urgent Errors, Errors where acceptable Work-Arounds are available, causing little business impact. For example: • The customer is unable to view bespoke or third-party reports (e.g. from an integrated technology or reports created and sent specifically from Bookinglab or JRNI to the customer) • A service request – i.e. a user request for information or advice or a standard change (a pre- approved change that is low risk, relatively common and follows a procedure) • Single user or customer fault. For example, password resets

ERROR PRIORITY LEVELS. bookinglab BookingLab will resolve all Errors reported by customers according to the Priority Level set out in the table below. Priority Levels will be determined by bookinglab BookingLab in its sole discretion and will be based upon the information provided at the time the Ticket is raised. If Customer is not satisfied with bookinglab BookingLab classification of the Priority Level, then Customer should discuss the matter with bookinglab BookingLab Head of Customer Support. Priority Level Business Impact P1 Whole or critical part of the Booking Service is unusable, causing a major business impact. For example: • Complete server outage • An essential component is not available. E.g. the calendar dashboard or customer-facing widget are not loading and therefore the customer’s customers are not able to make bookings • An essential component is completely unusable and the issue is not caused by network problems within the customer’s location • The issue seriously impacts the customer’s customers or serious complaints are raised • The API responds (or fails to) in a manner that renders the Booking Service unusable P2 Important, but not immediately critical part of the Booking Service is unusable, causing some business impact. For example: • A small number of locations are affected within the whole customer’s network • The customer is unable to view standard reports via the back-end user-interface • A Work-Around is present where an issue would otherwise be P1. For example, it is not possible to book via the dashboard but it is possible via the add booking feature • The customers tab is not available • The API responds in a way that prohibits Scheduled Maintenance tasks, such as data upload P3 Small, but not critical part of the Booking Service is unusable or has limited functionality, causing some business impact. For example: • Filters within a widget are not responding as expected • A Work-Around is present where an issue would otherwise be P2 • Some emails are not being received • The API intermittently fails to respond as expected

ERROR PRIORITY LEVELS. bookinglab will resolve all Errors reported by customers according to the Priority Level set out in the table below. Priority Levels will be determined by bookinglab in its sole discretion and will be based upon the information provided at the time the Ticket is raised. If Customer is not satisfied with bookinglab classification of the Priority Level, then Customer should discuss the matter with bookinglab Head of Customer Support. Priority Level Business Impact P1 Whole or critical part of the Booking You. Smart. Thing. Travel Assistant Service is unusable, causing a major business impact. For example: • Complete server outage • An essential component is not available. E.g. the calendar dashboard or customer-facing widget are not loading and therefore the customer’s customers are not able to make bookings • An essential component is completely unusable and the issue is not caused by network problems within the customer’s location • The issue seriously impacts the customer’s customers or serious complaints are raised • The API responds (or fails to) in a manner that renders the Booking You. Smart. Thing. Travel Assistant Service unusable P2 Important, but not immediately critical part of the Booking You. Smart. Thing. Travel Assistant Service is unusable, causing some business impact. For example: • A small number of locations are affected within the whole customer’s network • The customer is unable to view standard reports via the back-end user-interface • A Work-Around is present where an issue would otherwise be P1. For example, it is not possible to book via the dashboard but it is possible via the add booking feature • The customers tab is not available • The API responds in a way that prohibits Scheduled Maintenance tasks, such as data upload P3 Small, but not critical part of the Booking You. Smart. Thing. Travel Assistant Service is unusable or has limited functionality, causing some business impact. For example: • Filters within a widget are not responding as expected • A Work-Around is present where an issue would otherwise be P2 • Some emails are not being received • The API intermittently fails to respond as expectedexpected P4 Small other items, which may include non-urgent Errors, Errors where acceptable Work-Arounds are available, causing little business impact. For example: • The customer is unable to view bespoke or third-party reports (e.g. from an integrated technology or reports created and sent specifically from bookinglab or You. Smart. Thing. to the customer) • A service request – i.e. a user request for information or advice or a standard change (a pre- approved change that is low risk, relatively common and follows a procedure) • Single user or customer fault. For example, password resets

ERROR PRIORITY LEVELS. bookinglab will resolve all Errors reported by customers according to the Priority Level set out in the table below. Priority Levels will be determined by bookinglab in its sole discretion and will be based upon the information provided at the time the Ticket is raised. If Customer is not satisfied with bookinglab classification of the Priority Level, then Customer should discuss the matter with bookinglab Head of Customer Support. Priority Level Business Impact P1 Whole or critical part of the Booking You. Smart. Thing. Travel Assistant Service is unusable, causing a major business impact. For example: •  Complete server outage •  An essential component is not available. E.g. the calendar dashboard or customer-facing widget are not loading and therefore the customer’s customers are not able to make bookings •  An essential component is completely unusable and the issue is not caused by network problems within the customer’s location •  The issue seriously impacts the customer’s customers or serious complaints are raised •  The API responds (or fails to) in a manner that renders the Booking You. Smart. Thing. Travel Assistant Service unusable P2 Important, but not immediately critical part of the Booking You. Smart. Thing. Travel Assistant Service is unusable, causing some business impact. For example: •  A small number of locations are affected within the whole customer’s network •  The customer is unable to view standard reports via the back-end user-interface •  A Work-Around is present where an issue would otherwise be P1. For example, it is not possible to book via the dashboard but it is possible via the add booking feature •  The customers tab is not available •  The API responds in a way that prohibits Scheduled Maintenance tasks, such as data upload P3 Small, but not critical part of the Booking You. Smart. Thing. Travel Assistant Service is unusable or has limited functionality, causing some business impact. For example: •  Filters within a widget are not responding as expected •  A Work-Around is present where an issue would otherwise be P2 •  Some emails are not being received •  The API intermittently fails to respond as expectedexpected P4 Small other items, which may include non-urgent Errors, Errors where acceptable Work-Arounds are available, causing little business impact. For example:  The customer is unable to view bespoke or third-party reports (e.g. from an integrated technology or reports created and sent specifically from bookinglab or You. Smart. Thing. to the customer)  A service request – i.e. a user request for information or advice or a standard change (a pre- approved change that is low risk, relatively common and follows a procedure)  Single user or customer fault. For example, password resets

ERROR PRIORITY LEVELS. bookinglab will resolve all Errors reported by customers according to the Priority Level set out in the table below. Priority Levels will be determined by bookinglab in its sole discretion and will be based upon the information provided at the time the Ticket is raised. If Customer is not satisfied with bookinglab classification of the Priority Level, then Customer should discuss the matter with bookinglab Head of Customer Support. Priority Level Business Impact P1 Whole or critical part of the Booking TAAP Visitor Book Service is unusable, causing a major business impact. For example: •  Complete server outage •  An essential component is not available. E.g. the calendar dashboard or customer-facing widget are not loading and therefore the customer’s customers are not able to make bookings •  An essential component is completely unusable and the issue is not caused by network problems within the customer’s location •  The issue seriously impacts the customer’s customers or serious complaints are raised •  The API responds (or fails to) in a manner that renders the Booking TAAP Visitor Book Service unusable P2 Important, but not immediately critical part of the Booking TAAP Visitor Book Service is unusable, causing some business impact. For example: •  A small number of locations are affected within the whole customer’s network •  The customer is unable to view standard reports via the back-end user-interface •  A Work-Around is present where an issue would otherwise be P1. For example, it is not possible to book via the dashboard but it is possible via the add booking feature •  The customers tab is not available •  The API responds in a way that prohibits Scheduled Maintenance tasks, such as data upload P3 Small, but not critical part of the Booking TAAP Visitor Book Service is unusable or has limited functionality, causing some business impact. For example: •  Filters within a widget are not responding as expected •  A Work-Around is present where an issue would otherwise be P2 •  Some emails are not being received •  The API intermittently fails to respond as expectedexpected P4 Small other items, which may include non-urgent Errors, Errors where acceptable Work-Arounds are available, causing little business impact. For example:  The customer is unable to view bespoke or third-party reports (e.g. from an integrated technology or reports created and sent specifically from bookinglab or TAAP to the customer)  A service request – i.e. a user request for information or advice or a standard change (a pre- approved change that is low risk, relatively common and follows a procedure)  Single user or customer fault. For example, password resets

ERROR PRIORITY LEVELS. bookinglab will resolve all Errors reported by customers according to the Priority Level set out in the table below. Priority Levels will be determined by bookinglab in its sole discretion and will be based upon the information provided at the time the Ticket is raised. If Customer is not satisfied with bookinglab classification of the Priority Level, then Customer should discuss the matter with bookinglab Head of Customer Support. Priority Level Business Impact P1 Whole or critical part of the Booking TuGO Service is unusable, causing a major business impact. For example: •  Complete server outage •  An essential component is not available. E.g. the calendar dashboard or customer-facing widget are not loading and therefore the customer’s customers are not able to make bookings •  An essential component is completely unusable and the issue is not caused by network problems within the customer’s location •  The issue seriously impacts the customer’s customers or serious complaints are raised •  The API responds (or fails to) in a manner that renders the Booking TuGO Service unusable P2 Important, but not immediately critical part of the Booking TuGO Service is unusable, causing some business impact. For example: •  A small number of locations are affected within the whole customer’s network •  The customer is unable to view standard reports via the back-end user-interface •  A Work-Around is present where an issue would otherwise be P1. For example, it is not possible to book via the dashboard but it is possible via the add booking feature •  The customers tab is not available •  The API responds in a way that prohibits Scheduled Maintenance tasks, such as data upload P3 Small, but not critical part of the Booking TuGO Service is unusable or has limited functionality, causing some business impact. For example: •  Filters within a widget are not responding as expected •  A Work-Around is present where an issue would otherwise be P2 •  Some emails are not being received •  The API intermittently fails to respond as expectedexpected P4 Small other items, which may include non-urgent Errors, Errors where acceptable Work-Arounds are available, causing little business impact. For example:  The customer is unable to view bespoke or third-party reports (e.g. from an integrated technology or reports created and sent specifically from bookinglab to the customer)  A service request – i.e. a user request for information or advice or a standard change (a pre- approved change that is low risk, relatively common and follows a procedure)  Single user or customer fault. For example, password resets

ERROR PRIORITY LEVELS. bookinglab Field Dynamics will resolve all Errors reported by customers according to the Priority Level set out in the table below. Priority Levels will be determined by bookinglab Field Dynamics in its sole discretion and will be based upon the information provided at the time the Ticket is raised. If Customer is not satisfied with bookinglab Field Dynamics classification of the Priority Level, then Customer should discuss the matter with bookinglab Field Dynamics Head of Customer Support. Priority Level Business Impact P1 Whole or critical part of the Booking Service is unusable, causing a major business impact. For example: •  Complete server outage •  An essential component is not available. E.g. the calendar dashboard or customer-facing widget are not loading and therefore the customer’s customers are not able to make bookings •  An essential component is completely unusable and the issue is not caused by network problems within the customer’s location •  The issue seriously impacts the customer’s customers or serious complaints are raised •  The API responds (or fails to) in a manner that renders the Booking Service unusable P2 Important, but not immediately critical part of the Booking Service is unusable, causing some business impact. For example: •  A small number of locations are affected within the whole customer’s network •  The customer is unable to view standard reports via the back-end user-interface •  A Work-Around is present where an issue would otherwise be P1. For example, it is not possible to book via the dashboard but it is possible via the add booking feature •  The customers tab is not available •  The API responds in a way that prohibits Scheduled Maintenance tasks, such as data upload P3 Small, but not critical part of the Booking Service is unusable or has limited functionality, causing some business impact. For example: •  Filters within a widget are not responding as expected •  A Work-Around is present where an issue would otherwise be P2 •  Some emails are not being received •  The API intermittently fails to respond as expected

ERROR PRIORITY LEVELS. bookinglab BookingLab will resolve all Errors reported by customers according to the Priority Level set out in the table below. Priority Levels will be determined by bookinglab BookingLab in its sole discretion and will be based upon the information provided at the time the Ticket is raised. If Customer is not satisfied with bookinglab BookingLab classification of the Priority Level, then Customer should discuss the matter with bookinglab BookingLab Head of Customer Support. Priority Level Business Impact P1 Whole or critical part of the Booking TuCO Service is unusable, causing a major business impact. For example: •  Complete server outage •  An essential component is not available. E.g. the calendar dashboard or customer-facing widget are not loading and therefore the customer’s customers are not able to make bookings •  An essential component is completely unusable and the issue is not caused by network problems within the customer’s location •  The issue seriously impacts the customer’s customers or serious complaints are raised •  The API responds (or fails to) in a manner that renders the Booking TuCO Service unusable P2 Important, but not immediately critical part of the Booking TuCO Service is unusable, causing some business impact. For example: •  A small number of locations are affected within the whole customer’s network •  The customer is unable to view standard reports via the back-end user-interface •  A Work-Around is present where an issue would otherwise be P1. For example, it is not possible to book via the dashboard but it is possible via the add booking feature •  The customers tab is not available •  The API responds in a way that prohibits Scheduled Maintenance tasks, such as data upload P3 Small, but not critical part of the Booking TuCO Service is unusable or has limited functionality, causing some business impact. For example: •  Filters within a widget are not responding as expected •  A Work-Around is present where an issue would otherwise be P2 •  Some emails are not being received •  The API intermittently fails to respond as expectedexpected P4 Small other items, which may include non-urgent Errors, Errors where acceptable Work-Arounds are available, causing little business impact. For example:  The customer is unable to view bespoke or third-party reports (e.g. from an integrated technology or reports created and sent specifically from BookingLab or JRNI to the customer)  A service request – i.e. a user request for information or advice or a standard change (a pre- approved change that is low risk, relatively common and follows a procedure)  Single user or customer fault. For example, password resets

ERROR PRIORITY LEVELS. bookinglab will resolve all Errors reported by customers according to the Priority Level set out in the table below. Priority Levels will be determined by bookinglab in its sole discretion and will be based upon the information provided at the time the Ticket is raised. If Customer is not satisfied with bookinglab classification of the Priority Level, then Customer should discuss the matter with bookinglab Head of Customer Support. Priority Level Business Impact P1 Whole or critical part of the Booking Service is unusable, causing a major business impact. For example: •  Complete server outage •  An essential component is not available. E.g. the calendar dashboard or customer-facing widget are not loading and therefore the customer’s customers are not able to make bookings •  An essential component is completely unusable and the issue is not caused by network problems within the customer’s location •  The issue seriously impacts the customer’s customers or serious complaints are raised •  The API responds (or fails to) in a manner that renders the Booking Service unusable P2 Important, but not immediately critical part of the Booking Service is unusable, causing some business impact. For example: •  A small number of locations are affected within the whole customer’s network •  The customer is unable to view standard reports via the back-end user-interface •  A Work-Around is present where an issue would otherwise be P1. For example, it is not possible to book via the dashboard but it is possible via the add booking feature •  The customers tab is not available •  The API responds in a way that prohibits Scheduled Maintenance tasks, such as data upload P3 Small, but not critical part of the Booking Service is unusable or has limited functionality, causing some business impact. For example: •  Filters within a widget are not responding as expected •  A Work-Around is present where an issue would otherwise be P2 •  Some emails are not being received •  The API intermittently fails to respond as expected

ERROR PRIORITY LEVELS. bookinglab will resolve all Errors reported by customers according to the Priority Level set out in the table below. Priority Levels will be determined by bookinglab in its sole discretion and will be based upon the information provided at the time the Ticket is raised. If Customer is not satisfied with bookinglab classification of the Priority Level, then Customer should discuss the matter with bookinglab Head of Customer Support. Priority Level Business Impact P1 Whole or critical part of the Booking taptravel Service is unusable, causing a major business impact. For example: •  Complete server outage •  An essential component is not available. E.g. the calendar dashboard or customer-facing widget are not loading and therefore the customer’s customers are not able to make bookings •  An essential component is completely unusable and the issue is not caused by network problems within the customer’s location •  The issue seriously impacts the customer’s customers or serious complaints are raised •  The API responds (or fails to) in a manner that renders the Booking taptravel Service unusable P2 Important, but not immediately critical part of the Booking taptravel Service is unusable, causing some business impact. For example: •  A small number of locations are affected within the whole customer’s network •  The customer is unable to view standard reports via the back-end user-interface •  A Work-Around is present where an issue would otherwise be P1. For example, it is not possible to book via the dashboard but it is possible via the add booking feature •  The customers tab is not available •  The API responds in a way that prohibits Scheduled Maintenance tasks, such as data upload P3 Small, but not critical part of the Booking taptravel Service is unusable or has limited functionality, causing some business impact. For example: •  Filters within a widget are not responding as expected •  A Work-Around is present where an issue would otherwise be P2 •  Some emails are not being received •  The API intermittently fails to respond as expectedexpected P4 Small other items, which may include non-urgent Errors, Errors where acceptable Work-Arounds are available, causing little business impact. For example:  The customer is unable to view bespoke or third-party reports (e.g. from an integrated technology or reports created and sent specifically from bookinglab, You.Smart.Thing or JRNI to the customer)  A service request – i.e. a user request for information or advice or a standard change (a pre- approved change that is low risk, relatively common and follows a procedure)  Single user or customer fault. For example, password resets

ERROR PRIORITY LEVELS. bookinglab will resolve all Errors reported by customers according to the Priority Level set out in the table below. Priority Levels will be determined by bookinglab in its sole discretion and will be based upon the information provided at the time the Ticket is raised. If Customer is not satisfied with bookinglab classification of the Priority Level, then Customer should discuss the matter with bookinglab Head of Customer Support. Priority Level Business Impact P1 Whole or critical part of the Booking TAAP Visitor Book Service is unusable, causing a major business impact. For example: • Complete server outage • An essential component is not available. E.g. the calendar dashboard or customer-facing widget are not loading and therefore the customer’s customers are not able to make bookings • An essential component is completely unusable and the issue is not caused by network problems within the customer’s location • The issue seriously impacts the customer’s customers or serious complaints are raised • The API responds (or fails to) in a manner that renders the Booking TAAP Visitor Book Service unusable P2 Important, but not immediately critical part of the Booking TAAP Visitor Book Service is unusable, causing some business impact. For example: • A small number of locations are affected within the whole customer’s network • The customer is unable to view standard reports via the back-end user-interface • A Work-Around is present where an issue would otherwise be P1. For example, it is not possible to book via the dashboard but it is possible via the add booking feature • The customers tab is not available • The API responds in a way that prohibits Scheduled Maintenance tasks, such as data upload P3 Small, but not critical part of the Booking TAAP Visitor Book Service is unusable or has limited functionality, causing some business impact. For example: • Filters within a widget are not responding as expected • A Work-Around is present where an issue would otherwise be P2 • Some emails are not being received • The API intermittently fails to respond as expected