Common use of Error Response Clause in Contracts

Error Response. Upon receipt of a Support Case, Snowflake Support will attempt to determine the Error and assign the applicable Severity Level based on descriptions in Table 1. Snowflake shall use commercially reasonable efforts to meet the Initial Response Time Target for the applicable Severity Level, as measured during in-region Snowflake Support hours set forth in Table 3 below (such hour(s), “Business Hour(s)” with the total Business Hours in an in-region support day being “Business Day(s)”). If the Customer Contact that submitted the Support Case is unresponsive or unreachable, Snowflake may downgrade the Severity Level by one level. If Snowflake’s Severity Level designation is different from that assigned by Customer, Snowflake will promptly notify Customer in advance of such designation. If Customer notifies Snowflake of a reasonable basis for disagreeing with Snowflake's designated Severity Level, the parties will discuss in an effort to come to mutual agreement. If disagreement remains after discussion, each party will escalate within its organization and use good faith efforts to mutually agree on the appropriate Severity Level. Table 3: Global Snowflake Support Hours Snowflake Service Region Standard & Premier Support Business Hours Sev 1 (Premier) Sev 1 (Standard) & Sev 2-4 Excluded Holidays Sev 3-4 US 24x7x365 6AM-6PM PT Mon-Fri Recognized U.S. Federal Holidays EU 24x7x365 6AM-6PM CE Mon-Fri Recognized EU Bank Holidays Asia Pacific 24x7x365 6AM-6PM AEDT Mon-Fri Recognized APAC Holidays Table 4: Support Level Entitlements Entitlements Standard Premier Toll-Free phone access 24x7 N Y Snowflake Lodge (knowledge-base, forums, articles, events, etc.) Y Y Follow-the-Sun Case Management N Y Number of Total Customer Contacts 5 10 Case Escalation N Y II. Service Level Agreement for Premier Support Level

Error Response. Upon receipt of a Support Case, Snowflake Support will attempt to determine the Error and assign the applicable Severity Level based on descriptions in Table 1. Snowflake shall use commercially reasonable efforts to meet the Initial Response Time Target for the applicable Severity Level, as measured during in-region Snowflake Support hours set forth in Table 3 below (such hour(s), “Business Hour(s)” with the total Business Hours in an in-region support day being “Business Day(s)”). If the Customer Contact that submitted the Support Case is unresponsive or unreachable, Snowflake may downgrade the Severity Level by one level. If Snowflake’s Severity Level designation is different from that assigned by Customer, Snowflake will promptly notify Customer in advance of such designation. If Customer notifies Snowflake of a reasonable basis for disagreeing with Snowflake's designated Severity Level, the parties will discuss in an effort to come to mutual agreement. If disagreement remains after discussion, each party will escalate within its organization and use good faith efforts to mutually agree on the appropriate Severity Level. Table 3: Global Snowflake Support Hours Snowflake Service Region Standard Standard, Premier & Premier Priority Support Business Hours Sev 1 (Premier) Sev 1 & 2 (Priority) Sev 1-4 (Standard) & Sev 2-4 Excluded Holidays (Premier) Sev 3-4 US (Priority) Excluded Holidays Sev 1-4 (Standard) Sev 2-4 (Premier) Sev 3-4 (Priority) North America 24x7x365 24x7x365 6AM-6PM PT Mon-Fri Recognized U.S. Federal Holidays EU EMEA 24x7x365 24x7x365 6AM-6PM CE Mon-Fri Recognized EU EMEA Bank Holidays Asia Pacific 24x7x365 24x7x365 6AM-6PM AEDT Mon-Fri Recognized APAC Holidays Table 4: Support Level Entitlements Entitlements Standard Premier Priority Toll-Free phone access 24x7 N Y Y Snowflake Lodge (knowledge-knowledge base, forums, articles, events, etc.) Y Y Y Follow-the-Sun Case Management N Y Y Number of Total Customer Contacts 5 10 Unlimited Case Escalation N Y Y II. Service Level Agreement for Premier & Priority Support LevelLevels Definitions:

Error Response. Upon receipt of a Support Case, Snowflake Support will attempt to determine the Error and assign the applicable Severity Level based on descriptions in Table 1. Snowflake shall use commercially reasonable efforts to meet the Initial Response Time Target for the applicable Severity Level, as measured during in-region Snowflake Support hours set forth in Table 3 below (such hour(s), “Business Hour(s)” with the total Business Hours in an in-region support day being “Business Day(s)”). If the Customer Contact that submitted the Support Case is unresponsive or unreachable, Snowflake may downgrade the Severity Level by one level. If Snowflake’s Severity Level designation is different from that assigned by Customer, Snowflake will promptly notify Customer in advance of such designation. If Customer notifies Snowflake of a reasonable basis for disagreeing with Snowflake's designated Severity Level, the parties will discuss in an effort to come to mutual agreement. If disagreement remains after discussion, each party will escalate within its organization and use good faith efforts to mutually agree on the appropriate Severity Level. Table 3: Global Snowflake Support Hours Snowflake Service Region Standard & Premier Support Business Hours Sev 1 (Premier) Sev 1 (Standard) & Sev 2-4 Excluded Holidays Sev 32-4 US North America 24x7x365 6AM-6PM PT Mon-Fri Recognized U.S. Federal Holidays EU 24x7x365 6AM-6PM CE Mon-Fri Recognized EU Bank Holidays Asia Pacific 24x7x365 6AM-6PM AEDT Mon-Fri Recognized APAC Holidays Table 4: Support Level Entitlements Entitlements Standard Premier Toll-Free phone access 24x7 N Y Snowflake Lodge (knowledge-base, forums, articles, events, etc.) Y Y Follow-the-Sun Case Management N Y Number of Total Customer Contacts 5 10 Case Escalation N Y II. Service Level Agreement for Premier Support Level

Error Response. Upon receipt of a Support Case, Snowflake Amorphic Support will attempt to determine the Error and assign the applicable Severity Level based on descriptions in Table 1. Snowflake Amorphic shall use commercially reasonable efforts to meet the Initial Response Time Target for the applicable Severity Level, as measured during in-region Snowflake Amorphic Support hours set forth in Table 3 2 below (such hour(s), “Business Hour(s)” with the total Business Hours in an in-region support day being “Business Day(s)”). If the Customer Contact that submitted the Support Case is unresponsive or unreachable, Snowflake Amorphic may downgrade the Severity Level by one level. If SnowflakeAmorphic Support’s Severity Level designation is different from that assigned by Customer, Snowflake Amorphic Support will promptly notify Customer in advance of such designation. If Customer notifies Snowflake Amorphic Support of a reasonable basis for disagreeing with Snowflake's Amorphic’s designated Severity Security Level, the parties will discuss in an effort to come to a mutual agreement. If disagreement remains after discussion, each party will escalate within its organization and use good faith efforts to mutually agree on the appropriate Severity Level. Table 32 Amorphic Service Regions Amorphic Subscriptions: Global Snowflake Pay-as-You-Go & Annual Usage Commitment Standard (Comes with Subscription) Premiere (Standard Support Hours Snowflake Service Region Standard & Premier Support Business Hours Sev 1 (PremierSubscription Uplift) Sev 1 (Standard) & Sev 2-4 Excluded Holidays Sev 3-4 US 24x7x365 6AM-6PM PT 9AM-5PM Mon-Fri Excluding US Recognized U.S. Federal Banking Holidays EU 24x7x365 6AM-6PM CE EMEA 9AM-5PM Mon-Fri Excluding EU Recognized EU Bank Holidays Asia Pacific 24x7x365 6AM-6PM AEDT ASEAN & APAC 9AM-5PM Mon-Fri Excluding ASEAN & APAC Recognized APAC Holidays 24x7x365 6. Support First Response Times for Production Table 4: 3 Issue Severity Amorphic First Response Times for Production System. Free Trial Standard Premiere Sev 4 – General Guidance Best Effort M-F PDT 9AM -5PM < 24 business hours 24 x 7 x 365 < 24 business hours Sev 3 – System Impaired Best Effort M-F 9AM -5PM < 12 business hours 24 x 7 x 365 < 12 business hours Sev 2 – Production System Impaired Best Effort M-F 9AM -5PM < 12 business hours 24 x 7 x 365 < 4 hours Sev 1 – Production System Down Best Effort M-F 9AM -5PM < 8 business hours 24 x 7 x 365 < 1 hour 7. Support Level Entitlements Entitlements Standard Premier Toll-Free phone access 24x7 N Y Snowflake Lodge (knowledge-base, forums, articles, events, etc.) Y Y Follow-the-Sun Case Management N Y Number of Total Customer Contacts 5 10 Case Escalation N Y II. Service Level Agreement for Premier Support LevelEntitlements