Common use of ERROR RESPONSE SERVICE LEVELS Clause in Contracts

ERROR RESPONSE SERVICE LEVELS. Customer shall submit each ticket with a priority level designation based on the definitions in the table below. Priority response times do not vary, whether Customer contacts the Customer Support Center via email or portal. Sysdig shall respond to the ticket in accordance with the priority designation within the time frame set forth below from the Start Time and validate Customer’s priority level designation or notify Customer of a proposed change in the priority level designation with justification for the change. Sysdig will provide continuous efforts to resolve Priority 1 issues until a workaround or resolution can be provided or until the incident can be downgraded to a lower priority. Sysdig will use reasonable efforts to meet the target response times for the Errors stated in the table below. Sysdig does not guarantee resolution and resolution may consist of a fix, workaround, software availability or other solution Sysdig deems reasonable. Priority 1 (Critical) Description Standard Support Services Premium Support Services Any Error in the SaaS Service causing the SaaS Service to be unusable, resulting in a critical impact on the operation of the SaaS Service and there is no workaround. Sysdig will promptly: (i) assign a specialist to correct the Error; (ii) provide ongoing communication on the status of an Update; and (iii) begin to provide a temporary workaround or fix. Response Time Response Time Within 4 hours. Within 30 minutes. Priority 2 (Serious) An Error in a SaaS Service where the SaaS Service will operate but its operation is severely restricted. No workaround is available, and performance may be degraded, or functions are limited. Sysdig will promptly: (i) assign a specialist to correct the Error; and (ii) provide additional escalated Support Services as determined necessary by Sysdig. Response Time Response Time Within 8 hours. Within 2 hours. Priority 3 (Moderate) An Error in the SaaS Service where the SaaS Service will operate with limitations that are not critical to the overall operation, such as a workaround forces the user and or a systems operator to use a time-consuming procedure to operate the system; or removes a non-essential feature. Sysdig will triage the request and may include a resolution in the next Update. Response Time Response Time Next business day. Within 4 hours. Priority 4 (Low) An Error in the SaaS Service where the SaaS Service can be used with only slight inconvenience. All SaaS Service feature requests fall into this priority level. Sysdig will triage the request and may include a resolution in the next Update. Response Time Response Time Next business day. Next business day. Sysdig, Inc. | 000 Xxxx Xxxxxx, Xxxxx 0000, Xxx Xxxxxxxxx, XX 00000 | 000-000-0000| xxx.xxxxxx.xxx

ERROR RESPONSE SERVICE LEVELS. Customer shall submit each ticket with a priority severity level designation based on the definitions in the table below. Priority Severity response times do not vary, whether Customer contacts the Customer Support Center via phone, email or portal. Sysdig shall respond to the such ticket in accordance with the priority severity designation within the time frame set forth below from the Start Time and validate Customer’s priority severity level designation or notify Customer of a proposed change in the priority severity level designation with justification for the change. Sysdig will provide continuous efforts to resolve Priority Severity 1 issues until a workaround or resolution can be provided or until the incident can be downgraded to a lower priorityseverity. Sysdig will use reasonable efforts to meet the target response times for the Errors stated in the table below. Sysdig does not guarantee resolution and resolution may consist of a fix, workaround, software availability or other solution Sysdig deems reasonable. Priority Severity 1 (Critical) Description Standard Support Services Premium Support Services Any Error in the SaaS Service causing the SaaS Service to be unusable, resulting in a critical impact on the operation of the SaaS Service and there is no workaround. Sysdig will promptly: (i) assign a specialist to correct the Error; (ii) provide ongoing communication on the status of an Update; and (iii) begin to provide a temporary workaround or fix. Response Time Response Time Within 4 hours. Within 30 minutes. Priority Severity 2 (Serious) An Error in a SaaS Service where the SaaS Service will operate but its operation is severely restricted. No workaround is available, and performance may be degraded, or functions are limited. Sysdig will promptly: (i) assign a specialist to correct the Error; and (ii) provide additional escalated Support Services as determined necessary by Sysdig. Response Time Response Time Within 8 hours. Within 2 hours. Priority Severity 3 (Moderate) An Error in the SaaS Service where the SaaS Service will operate with limitations that are not critical to the overall operation, such as a workaround forces the user and or a systems operator to use a time-consuming procedure to operate the system; or removes a non-essential feature. Sysdig will triage the request and may include a resolution in the next Update. Response Time Response Time Next business day. Within 4 hours. Priority Severity 4 (Low) An Error in the SaaS Service where the SaaS Service can be used with only slight inconvenience. All SaaS Service feature requests fall into this priority severity level. Sysdig will triage the request and may include a resolution in the next Update. Response Time Response Time Next business day. Next business day. Sysdig, Inc. | 000 Xxxx |85 Xxxxxx Xxxxxx, Xxxxx 0000000, Xxx Xxxxxxxxx, XX 00000 | 00000000| 415-000872-0000| 9473| xxx.xxxxxx.xxx

ERROR RESPONSE SERVICE LEVELS. Customer shall submit each ticket with a priority severity level designation based on the definitions in the table below. Priority Severity response times do not vary, whether Customer contacts the Customer Support Center via phone, email or portal. Sysdig 4IR shall respond to the such ticket in accordance with the priority severity designation within the time frame set forth below from the Start Time and validate Customer’s priority severity level designation or notify Customer of a proposed change in the priority severity level designation with justification for the change. Sysdig 4IR will provide continuous efforts to resolve Priority Severity 1 issues until a workaround or resolution can be provided or until the incident can be downgraded to a lower priorityseverity. Sysdig 4IR will use reasonable efforts to meet the target response times for the Errors stated in the table below. Sysdig 4IR does not guarantee resolution and resolution may consist of a fix, workaround, software availability or other solution Sysdig 4IR deems reasonable. Priority 1 (Critical) Description Standard Support Services Premium Support Services Severity 1 (Critical) Any Error in the SaaS PaaS Service causing the SaaS PaaS Service to be unusable, resulting in a critical impact on the operation of the SaaS PaaS Service and there is no workaround. Sysdig 4IR will promptly: (i) assign a specialist to correct the Error; (ii) provide ongoing communication on the status of an Update; and (iii) begin to provide a temporary workaround or fix. Response Time Response Time Within 4 business hours. Within 30 minutes2 hours. Priority Severity 2 (Serious) An Error in a SaaS PaaS Service where the SaaS PaaS Service will operate but its operation is severely restricted. No workaround is available, and performance may be degraded, or functions are limited. Sysdig 4IR will promptly: (i) assign a specialist to correct the Error; and (ii) provide additional escalated Support Services as determined necessary by Sysdig4IR. Response Time Response Time Within 8 business hours. Within 2 4 hours. Priority Severity 3 (Moderate) An Error in the SaaS PaaS Service where the SaaS PaaS Service will operate with limitations that are not critical to the overall operation, such as a workaround forces the user and or and/or a systems operator to use a time-consuming procedure to operate the system; or removes a non-essential feature. Sysdig 4IR will triage the request and may include a resolution in the next Update. Response Time Response Time Next business day. Within 4 8 hours. Priority Severity 4 (Low) An Error in the SaaS PaaS Service where the SaaS PaaS Service can be used with only slight inconvenience. All SaaS PaaS Service feature requests fall into this priority severity level. Sysdig 4IR will triage the request and may include a resolution in the next Update. Response Time Response Time Next business day. Next business day. Sysdig, Inc. 4IR Technologies Ltd. | 000 Xxxx X Xxx Xxxxxx, Xxxxx 0000000, Xxx Xxxxxxxxx, XX 00000 | 000-000-0000| xxx.xxxxxx.xxxxxx.0xx.xxxxx Where the Customer’s Subscription includes 4IR equipment and/or devices that are delivered to the Customer’s site (hereinafter "Equipment"), the Customer agrees to the following terms and conditions.

ERROR RESPONSE SERVICE LEVELS. Customer shall submit each ticket with a priority severity level designation based on the definitions in the table below. Priority Severity response times do not vary, whether Customer contacts the Customer Support Center via phone, email or portal. Sysdig shall respond to the such ticket in accordance with the priority severity designation within the time frame set forth below from the Start Time and validate Customer’s priority severity level designation or notify Customer of a proposed change in the priority severity level designation with justification for the change. Sysdig will provide continuous efforts to resolve Priority Severity 1 issues until a workaround or resolution can be provided or until the incident can be downgraded to a lower priorityseverity. Sysdig will use reasonable efforts to meet the target response times for the Errors stated in the table below. Sysdig does not guarantee resolution and resolution may consist of a fix, workaround, software availability or other solution Sysdig deems reasonable. Priority Description Premium Support Services Severity 1 (Critical) Description Standard Support Services Premium Support Services Any Error in the SaaS Service Software causing the SaaS Service Software to be unusable, resulting in a critical impact on the operation of the SaaS Service Software and there is no workaround. Sysdig will promptly: (i) assign a specialist to correct the Error; Response Times Within 30 minutes (ii) provide ongoing communication on the status of an Update; and (iii) begin to provide a temporary workaround or fix. Response Time Response Time Within 4 hours. Within 30 minutes. Priority Severity 2 (Serious) An Error in a SaaS Service Software where the SaaS Service Software will operate but its operation is severely restricted. No workaround is available, and performance may be degraded, or functions are limited. Sysdig will promptly: (i) assign a specialist to correct the Error; and (ii) provide additional escalated Support Services as determined necessary by Sysdig. Response Time Response Time Within 8 hours. Times Within 2 hours. Priority hours Severity 3 (Moderate) An Error in the SaaS Service Software where the SaaS Service Software will operate with limitations that are not critical to the overall operation, such as a workaround forces the user and or a systems operator to use a time-consuming procedure to operate the system; or removes a non-essential feature. Sysdig will triage the request and may include a resolution in the next Update. Response Time Response Time Next business day. Within 4 hours. Priority hours Severity 4 (Low) An Error in the SaaS Service Software where the SaaS Service Software can be used with only slight inconvenience. All SaaS Service Software feature requests fall into this priority severity level. Sysdig will triage the request and may include a resolution in the next Update. Response Time Response Time Next business day. Next business day. Sysdig, Inc. | 000 Xxxx Xxxxxx, Xxxxx 0000, Xxx Xxxxxxxxx, XX 00000 | 000-000-0000| xxx.xxxxxx.xxxTime

ERROR RESPONSE SERVICE LEVELS. Customer shall submit each ticket with a priority severity level designation based on the definitions in the table below. Priority Severity response times do not vary, whether Customer contacts the Customer Support Center via phone, email or portal. Sysdig shall respond to the such ticket in accordance with the priority severity designation within the time frame set forth below from the Start Time and validate Customer’s priority severity level designation or notify Customer of a proposed change in the priority severity level designation with justification for the change. Sysdig will provide continuous efforts to resolve Priority Severity 1 issues until a workaround or resolution can be provided or until the incident can be downgraded to a lower priorityseverity. Sysdig will use reasonable efforts to meet the target response times for the Errors stated in the table below. Sysdig does not guarantee resolution and resolution may consist of a fix, workaround, software availability or other solution Sysdig deems reasonable. Priority Severity 1 (Critical) Description Standard Support Services Premium Support Services Any Error in the SaaS Service causing the SaaS Service to be unusable, resulting in a critical impact on the operation of the SaaS Service and there is no workaround. Sysdig will promptly: (i) assign a specialist to correct the Error; (ii) provide ongoing communication on the status of an Update; and (iii) begin to provide a temporary workaround or fix. Response Time Response Time Within 4 hours. Within 30 minutes. Priority Severity 2 (Serious) An Error in a SaaS Service where the SaaS Service will operate but its operation is severely restricted. No workaround is available, and performance may be degraded, or functions are limited. Sysdig will promptly: (i) assign a specialist to correct the Error; and (ii) provide additional escalated Support Services as determined necessary by Sysdig. Response Time Response Time Within 8 hours. Within 2 hours. Priority Severity 3 (Moderate) Moderat An Error in the SaaS Service where the SaaS Service will operate with limitations that are not critical to the overall operation, such as a workaround forces the user and or a systems operator to use a time-consuming procedure to operate the system; or removes a non-essential feature. Sysdig will triage the request and may include a resolution in the next Update. Response Time Response Time Next business day. Within 4 hours. Priority Severity 4 (Low) An Error in the SaaS Service where the SaaS Service can be used with only slight inconvenience. All SaaS Service feature requests fall into this priority severity level. Sysdig will triage the request and may include a resolution in the next Update. Response Time Response Time Next business dayThis Sysdig Security Addendum (the “Addendum”) outlines Sysdig’s security infrastructure and practices, as may be applicable to the Services. Next business dayThis Addendum will control to the extent of a conflict between the Agreement and this Addendum. Sysdig, Inc. | 000 Xxxx Xxxxxx, Xxxxx 0000, Xxx Xxxxxxxxx, XX 00000 | 000-000-0000| xxx.xxxxxx.xxxCapitalized terms not defined herein are defined in the Agreement.

ERROR RESPONSE SERVICE LEVELS. Customer shall submit each ticket with a priority level designation based on the definitions in the table below. Priority response times do not vary, whether Customer contacts the Customer Support Center via phone, email or portal. Sysdig shall respond to the such ticket in accordance with the priority designation within the time frame set forth below from the Start Time and validate Customer’s priority level designation or notify Customer of a proposed change in the priority level designation with justification for the change. Sysdig will provide continuous efforts to resolve Priority 1 issues until a workaround or resolution can be provided or until the incident can be downgraded to a lower priority. Sysdig will use reasonable efforts to meet the target response times for the Errors stated in the table below. Sysdig does not guarantee resolution and resolution may consist of a fix, workaround, software availability or other solution Sysdig deems reasonable. Priority 1 (Critical) Description Standard Support Services Premium Support Services Any Error in the SaaS Service causing the SaaS Service to be unusable, resulting in a critical impact on the operation of the SaaS Service and there is no workaround. Sysdig will promptly: (i) assign a specialist to correct the Error; (ii) provide ongoing communication on the status of an Update; and (iii) begin to provide a temporary workaround or fix. Response Time Response Time Within 4 hours. Within 30 minutes. Priority 2 (Serious) An Error in a SaaS Service where the SaaS Service will operate but its operation is severely restricted. No workaround is available, and performance may be degraded, or functions are limited. Sysdig will promptly: (i) assign a specialist to correct the Error; and (ii) provide additional escalated Support Services as determined necessary by Sysdig. Response Time Response Time Within 8 hours. Within 2 hours. Priority 3 (Moderate) An Error in the SaaS Service where the SaaS Service will operate with limitations that are not critical to the overall operation, such as a workaround forces the user and or a systems operator to use a time-consuming procedure to operate the system; or removes a non-essential feature. Sysdig will triage the request and may include a resolution in the next Update. Response Time Response Time Next business day. Within 4 hours. Priority 4 (Low) An Error in the SaaS Service where the SaaS Service can be used with only slight inconvenience. All SaaS Service feature requests fall into this priority level. Sysdig will triage the request and may include a resolution in the next Update. Response Time Response Time Next business day. Next business day. This Sysdig Security Addendum (the “Addendum”) outlines Sysdig’s security infrastructure and practices, Inc. | 000 Xxxx Xxxxxx, Xxxxx 0000, Xxx Xxxxxxxxx, XX 00000 | 000-000-0000| xxx.xxxxxx.xxxas may be applicable to the Services. This Addendum will control to the extent of a conflict between the Agreement and this Addendum. Capitalized terms not defined herein are defined in the Agreement.

ERROR RESPONSE SERVICE LEVELS. Customer shall submit each ticket with a priority severity level designation based on the definitions in the table below. Priority Severity response times do not vary, whether Customer contacts the Customer Support Center via phone, email or portal. Sysdig shall respond to the such ticket in accordance with the priority severity designation within the time frame set forth below from the Start Time and validate Customer’s priority severity level designation or notify Customer of a proposed change in the priority severity level designation with justification for the change. Sysdig will provide continuous efforts to resolve Priority Severity 1 issues until a workaround or resolution can be provided or until the incident can be downgraded to a lower priorityseverity. Sysdig will use reasonable efforts to meet the target response times for the Errors stated in the table below. Sysdig does not guarantee resolution and resolution may consist of a fix, workaround, software availability or other solution Sysdig deems reasonable. Priority Severity 1 (Critical) Description Standard Support Services Premium Support Services Any Error in the SaaS Service causing the SaaS Service to be unusable, resulting in a critical impact on the operation of the SaaS Service and there is no workaround. Sysdig will promptly: (i) assign a specialist to correct the Error; (ii) provide ongoing communication on the status of an Update; and (iii) begin to provide a temporary workaround or fix. Response Time Response Time Within 4 hours. Within 30 minutes. Priority Severity 2 (Serious) An Error in a SaaS Service where the SaaS Service will operate but its operation is severely restricted. No workaround is available, and performance may be degraded, or functions are limited. Sysdig will promptly: (i) assign a specialist to correct the Error; and (ii) provide additional escalated Support Services as determined necessary by Sysdig. Response Time Response Time Within 8 hours. Within 2 hours. Priority Severity 3 (Moderate) An Error in the SaaS Service where the SaaS Service will operate with limitations that are not critical to the overall operation, such as a workaround forces the user and or a systems operator to use a time-consuming procedure to operate the system; or removes a non-essential feature. Sysdig will triage the request and may include a resolution in the next Update. Response Time Response Time Next business day. Within 4 hours. Priority Severity 4 (Low) An Error in the SaaS Service where the SaaS Service can be used with only slight inconvenience. All SaaS Service feature requests fall into this priority severity level. Sysdig will triage the request and may include a resolution in the next Update. Response Time Response Time Next business day. Next business day. Sysdig, Inc. | 000 |135 Xxxx Xxxxxx, Xxxxx 000000xx Xxxxx, Xxx Xxxxxxxxx, XX 00000 | 00000000| 415-000872-0000| 9473| xxx.xxxxxx.xxx