Common use of Forcepoint Technical Support Targeted Response Times Clause in Contracts

Forcepoint Technical Support Targeted Response Times. Forcepoint follows a tiered support process. Tiered support is a controlled escalation environment, employed to deliver multiple levels of support as deemed appropriate for the support request. Response times are dependent on the severity of the issue reported. A support case is generated for the Licensee by a member of the Forcepoint Technical Support team or by the Licensee online at Support. Technical Support requests which are not resolved during the first telephone contact are assigned a Severity Level based on t he descriptions in the chart below: For all Forcepoint Products other than Forcepoint SaaS Products: Severity Level Initial Response Severity One (highest severity) Business is severely impacted. - a Forcepoint product is not functioning and no viable workaround is available - Customer environment compromised or at risk for significant data corruption - Mission critical application is down or the majority of users are not able to conduct business Up to 1 Business Hour Up to 45 Minutes Up to 30 Minutes Up to 30 Minutes Up to 30 Minutes Up to 15 Minutes Severity Two Business is disrupted but functioning. - a Forcepoint product’s functionality is severely impacted - Mission critical applications or the majority of users are impacted. Up to 4 Business Hours Up to 4 Hours Up to 3 Hours Up to 2 Hours Up to 2 Hours Up to 1 Hour Severity Three Business is not affected but symptoms exist. - a Forcepoint product is functioning in a restricted fashion and a workaround exists - Mission critical applications are functional with some end users affected Up to 8 Business Hours Up to 8 Business Hours Up to 6 Business Hours Up to 4 Business Hours Up to 4 Business Hours Up to 2 Business Hours Severity Four (lowest severity) A request for information. - Request for product information or questions regarding how to use the product - Minimal impact to customer business - a request for product modification Up to 2 Business Days Up to 2 Business Days Up to 2 Business Days Up to 1 Business Day Up to 1 Business Day Up to 1 Business Day

Forcepoint Technical Support Targeted Response Times. Forcepoint follows a tiered support process. Tiered support is a controlled escalation environment, employed to deliver multiple levels of support as deemed appropriate for the support request. Response times are dependent on the severity of the issue reported. A support case is generated for the Licensee Subscriber by a member of the Forcepoint Technical Support team or by the Licensee Subscriber online at Support. Technical Support requests which are not resolved during the first telephone contact are assigned a Severity Level based on t he the descriptions in the chart below: For all Forcepoint Products other than Forcepoint SaaS Products: Severity Level Initial Response Severity One (highest severity) Business is severely impacted. - a Forcepoint product is not functioning and no viable workaround is available - Customer environment compromised or at risk for significant data corruption - Mission critical application is down or the majority of users are not able to conduct business Up to 1 Business Hour Up to 45 Minutes Up to 30 Minutes Up to 30 Minutes Up to 30 Minutes Up to 15 Minutes Severity Two Business is disrupted but functioning. - a Forcepoint product’s functionality is severely impacted - Mission critical applications or the majority of users are impacted. Up to 4 Business Hours Up to 4 Hours Up to 3 Hours Up to 2 Hours Up to 2 Hours Up to 1 Hour Severity Three Business is not affected but symptoms exist. - a Forcepoint product is functioning in a restricted fashion and a workaround exists - Mission critical applications are functional with some end users affected Up to 8 Business Hours Up to 8 Business Hours Up to 6 Business Hours Up to 4 Business Hours Up to 4 Business Hours Up to 2 Business Hours Severity Four (lowest severity) A request for information. - Request for product information or questions regarding how to use the product - Minimal impact to customer business - a request for product modification Up to 2 Business Days Up to 2 Business Days Up to 2 Business Days Up to 1 Business Day Up to 1 Business Day Up to 1 Business Day

Forcepoint Technical Support Targeted Response Times. Forcepoint follows a tiered support process. Tiered support is a controlled escalation environment, employed to deliver multiple levels of support as deemed appropriate for the support request. Response times are dependent on the severity of the issue reported. A support case is generated for the Licensee by a member of the Forcepoint Technical Support team or by the Licensee online at Support. Technical Support requests which are not resolved during the first telephone contact are assigned a Severity Level based on t he the descriptions in the chart below: For all Forcepoint Products other than Forcepoint SaaS Products: Severity Level Initial Response Severity One (highest severity) Business is severely impacted. - a Forcepoint product is not functioning and no viable workaround is available - Customer environment compromised or at risk for significant data corruption - Mission critical application is down or the majority of users are not able to conduct business Up to 1 Business Hour Up to 45 Minutes Up to 30 Minutes Up to 30 Minutes Up to 30 Minutes Up to 15 Minutes Severity Two Business is disrupted but functioning. - a Forcepoint product’s functionality is severely impacted - Mission critical applications or the majority of users are impacted. Up to 4 Business Hours Up to 4 Hours Up to 3 Hours Up to 2 Hours Up to 2 Hours Up to 1 Hour Severity Three Business is not affected but symptoms exist. - a Forcepoint product is functioning in a restricted fashion and a workaround exists - Mission critical applications are functional with some end users affected Up to 8 Business Hours Up to 8 Business Hours Up to 6 Business Hours Up to 4 Business Hours Up to 4 Business Hours Up to 2 Business Hours Severity Four (lowest severity) A request for information. - Request for product information or questions regarding how to use the product - Minimal impact to customer business - a request for product modification Up to 2 Business Days Up to 2 Business Days Up to 2 Business Days Up to 1 Business Day Up to 1 Business Day Up to 1 Business Day

Forcepoint Technical Support Targeted Response Times. Forcepoint follows a tiered multi-level support process. Tiered support is a controlled escalation environment, employed to deliver multiple The levels allow for engagement of support the proper resources as deemed appropriate for the support request. Response times are dependent on the support level Subscriber is enrolled in and the severity of the issue reported. A support case is generated for the Licensee Subscriber by a member of the Forcepoint Technical Support team or by the Licensee Subscriber online at Support. Technical Support requests which are not resolved during the first telephone contact are assigned a Severity Level based on t he descriptions in the chart below: For all Forcepoint Products other than Forcepoint SaaS Cloud Services Products: Severity Level Initial Response Severity One (highest severity) Business is severely impacted. - a Forcepoint product is not functioning and no viable workaround is available - Customer environment compromised or at risk for significant data corruption - Mission critical application is down or the majority of users are not able to conduct business Up to 1 Business Hour Up to 45 Minutes Up to 30 Minutes Up to 30 Minutes Up to 30 Minutes Up to 15 Minutes Severity Two Business is disrupted but functioning. - a Forcepoint product’s functionality is severely impacted - Mission critical applications or the majority of users are impacted. impacted Up to 4 Business Hours Up to 4 Hours Up to 3 Hours Up to 2 Hours Up to 2 Hours Up to 1 Hour Severity Three Business is not affected but symptoms exist. exist - a Forcepoint product is functioning in a restricted fashion and a workaround exists - Mission critical applications are functional with some end users affected Up to 8 Business Hours Up to 8 Business Hours Up to 6 Business Hours Up to 4 Business Hours Up to 4 Business Hours Up to 2 Business Hours Severity Four (lowest severity) A request for information. - Request for product information or questions regarding how to use the product - Minimal impact to customer business - a request for product modification Up to 2 Business Days Up to 2 Business Days Up to 2 Business Days Up to 1 Business Day Up to 1 Hardware Appliance Initial Response (after phone-based troubleshooting is completed) V10000 V20000 M5000 M7500 M10000 Standard 3-Year, 4-Hour On-Site Parts Replacement8 Optional 5-Year, 4-Hour On-Site Parts Replacement8 (additional purchase required) V5000 Standard 3-Year, Next Business Day Up to 1 On-Site Parts Replacement8 Optional 5-Year, 4-Hour On-Site Parts Replacement8 (additional purchase required) X10G Standard 3-Year, Next Business DayDay On-Site Parts Replacement8 Optional 5-Year, 4-Hour On-Site Parts Replacement8 (additional purchase required) Z2500 Z5000 Z10000 Z20000 Z50000 Standard 3-Year, Next Business Day On-Site Parts Replacement8 Storage Array 30TB Storage Array 60TB Storage Array 110TB Standard 3-Year, Next Business Day On-Site Parts Replacement8