Common use of Incident Management Clause in Contracts

Incident Management. The following table includes definitions for incident management that will support the services outlined in this Supplement. Item Short Name Definitions Incident Verification The SUPPORT GROUP verifies that there is an incident and Priority Level of the incident. Incident Identification The SUPPORT GROUP isolates the source of the incident and attempts to resolve it through the appropriate management tool. Tier 2 CBTS Tier2 technicians will work with the customer to resolve the issue. Tier 3 If the issue cannot be resolved by Tier 2 technicians, the ticket will be assigned to Tier 3 engineering for resolution. Collaborative CBTS engineers will work with customer and SUPPORT GROUP monitoring for advanced troubleshooting and repair. Incident Resolution The SUPPORT GROUP uses its best efforts to resolve the incident within the parameters of the SLA. The SUPPORT GROUP determines whether the incident can be fixed remotely or if an onsite dispatch is necessary. If it can be resolved remotely, the incident is resolved, the ticket is closed, and the client is notified. On-Site Incident Resolution If the incident cannot be resolved remotely, or the device has lost total connectivity to the management station, the SUPPORT GROUP dispatches either an internal or third-party field engineer to troubleshoot the problem. The dispatched field engineer contacts the customer to gain access to their location. The SUPPORT GROUP stays in contact with the dispatched field engineer regarding the status of the repair. On-Site Incident Resolution Requirements If onsite work by CBTS at Customer’s site(s) is required, Customer will permit CBTS access to its facilities at all reasonable times. Customer will communicate all security and safety procedures in writing to CBTS prior to the start of such work. If escort or supervision of CBTS’ personnel is required, Customer will make such arrangements so there is no delay upon CBTS’ arrival at Customer’s site(s). Customer is responsible for all Customer site preparation activities necessary for any onsite installation. Temporary Work Around Occasionally, a workaround is implemented while a permanent fix is pursued. The SUPPORT GROUP will later replace the workaround with a permanent fix at an appropriate time. 3rd Party Support If required, the SUPPORT GROUP notifies the 3rd Party responsible for resolving the incident within 15 minutes of incident verification. Throughout the escalation process, the SUPPORT GROUP updates the customer’s contact on the progress of repair as stated in the SLA. 3rd Party Support Requirements Customer shall be responsible for any third-party vendor’s timely performance so as not to delay CBTS’ work schedule. This refers only to independent third- party arrangements for which CBTS is not an involved party. Incident Closure Once the work is complete, the SUPPORT GROUP notifies the customer about resolution of the incident. The SUPPORT GROUP confirms that the incident was fixed satisfactorily. Customer-Provided Maintenance In the event that CBTS does not provide maintenance or warranty for vendor hardware/software, Customer shall provide vendor hardware/software maintenance to meet appropriate service level for term of contract. 3rd Party Support – CBTS is Warranty Agent CBTS will act as the authorized warranty agent with third party vendors to initiate, monitor and communicate status of cases that fall within the scope of services delivered. CBTS requires that the Customer maintains active support contracts on all hardware and software managed by CBTS. If the Customer wishes to initiate a support case where an item is not covered under a support contract, the Customer is subject to CBTS and vendor charges, as applicable, to manage and resolve the support case.

Incident Management. The following table includes definitions for incident management For the purposes of this section, the term “Incident” shall mean a material defect in the Hosted Services, experienced by Customer, that will support prevents the services outlined Hosted Services from conforming in this Supplementany material respect to the Documentation. Item Short Name Definitions Customer raises an Incident Verification The SUPPORT GROUP verifies that there is an incident and Priority Level of the incident. Incident Identification The SUPPORT GROUP isolates the source of the incident and attempts to resolve it through the appropriate management toolService Desk. Tier 2 CBTS Tier2 technicians Customer provides all supporting information and documentation required to investigate the Incident. If supporting documentation is missing – any defined response and resolution timelines are suspended. All Critical Incidents must be reported to Service Provider’s Service Desk via telephone following Incident creation on the Service Desk portal. Service Provider will work determine, at its sole discretion, the applicable severity level of any reported Incident in accordance with the customer to resolve descriptions set forth in the issuetable below. Tier 3 If Service Provider formally acknowledges the issue cannot be resolved by Tier 2 technicians, the ticket will be assigned to Tier 3 engineering for resolution. Collaborative CBTS engineers will work with customer Incident and SUPPORT GROUP monitoring for advanced troubleshooting and repair. Incident Resolution The SUPPORT GROUP uses its best efforts to resolve the incident within the parameters of the SLA. The SUPPORT GROUP determines whether the incident can be fixed remotely or if an onsite dispatch is necessary. If it can be resolved remotely, the incident is resolved, the ticket is closed, and the client is notified. On-Site Incident Resolution If the incident cannot be resolved remotely, or the device has lost total connectivity then responds to the management station, the SUPPORT GROUP dispatches either an internal or third-party field engineer to troubleshoot the problem. The dispatched field engineer contacts the customer to gain access to their location. The SUPPORT GROUP stays Incident in contact accordance with the dispatched field engineer regarding target acknowledgement and response times set forth in the table below. Service Provider informs Customer about the status of the repairIncident and any actions taken to date. On-Site Incident Resolution Requirements If onsite work by CBTS at Customer’s site(s) is requiredWhere possible, Service Provider provides an estimated timeframe for issue resolution. Service Provider keeps Customer will permit CBTS access to its facilities at all reasonable times. Customer will communicate all security and safety procedures in writing to CBTS prior to informed on the start status of such work. If escort or supervision of CBTS’ personnel is required, Customer will make such arrangements so there is no delay upon CBTS’ arrival at Customer’s site(s)the Incident. Customer is responsible for all providing any additional supporting information required for the investigation. If required supporting documentation is not provided, timelines are suspended and resolution could be delayed. Service Provider targets to resolve Incidents in accordance with the target resolution times set forth in the table below: Incident Severity Standard Gold Platinum Critical (P1) Incident – Inability to use the application for absolutely necessary business transactions. 100% users are impacted or An immediate solution is required as 50% users are impacted or an entire group of users (with same role / same unit) is impacted Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will coordinate a Critical Incident team and provide a response to Customer site preparation activities necessary within 30 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will coordinate a Critical Incident team and provide a response to Customer within 30 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will coordinate a Critical Incident team and provide a response to Customer within 30 minutes. Resolution A work around or fix will be provided within 4 business hours. Resolution A work around or fix will be provided within 4 business hours. Resolution A work around or fix will be provided within 4 business hours. High (P2) Incident – Limitations or restrictions to important functionality causing a specific part of the system to fail. Impact on a functional group. Solution required within 2 business days. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will coordinate an Incident team and provide a response to Customer within 2 business hours. Response Service Provider will coordinate an Incident team and provide a response to Customer within 2 business hours. Response Service Provider will coordinate an Incident team and provide a response to Customer within 1 business hour. Resolution A work around or fix will be provided within 2 business days. Resolution A work around or fix will be provided within 2 business days. Resolution A work around or fix will be provided within 1 business day. Medium (P3) Incident – Inconvenience to perform business transactions; work around allows business processing to continue. Impacts few users. Solution required within several business days. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will provide a response to Customer within 8 business hours. Response Service Provider will provide a response to Customer within 8 business hours. Response Service Provider will provide a response to Customer within 8 business hours. Resolution A work around or fix will be provided for any onsite installationaccepted Incidents within 5 business days. Temporary Work Around Occasionally, Resolution A work around or fix will be provided for accepted Incidents within 5 business days. Resolution A work around or fix will be provided for accepted Incidents within 5 business days. Low (P4) Incident – Little or no effect on business functionality and no impact on business processing. Very few users impacted. No time constraint on solution delivery. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will provide a workaround response to Customer within 2 business days. Response Service Provider will provide a response to Customer within 2 business days. Response Service Provider will provide a response to Customer within 2 business days. Target Resolution Resolution to be provided on a case by case basis. Target Resolution Resolution to be provided on a case by case basis. Target Resolution Resolution to be provided on a case by case basis. Targeted Achievement Rate of 90% for the above timeframes Customer is implemented while a permanent fix is pursued. The SUPPORT GROUP will later replace the workaround with a permanent fix at an appropriate time. 3rd Party Support If required, the SUPPORT GROUP notifies the 3rd Party responsible for resolving formally closing an Incident that has been resolved. However, Service Provider reserves the incident within 15 minutes of incident verificationright to close a resolved Incident nine (9) days after resolution if no feedback has been provided by Customer. Throughout Customer can escalate an Incident if it is dissatisfied with the way it is being handled. Customer may escalate Incidents using the Incident escalation process, the SUPPORT GROUP updates the customer’s contact on the progress of repair as stated in the SLA. 3rd Party Support Requirements Customer shall be responsible for any third-party vendor’s timely performance so as not to delay CBTS’ work schedule. This refers only to independent third- party arrangements for which CBTS is not an involved party. Incident Closure Once the work is complete, the SUPPORT GROUP notifies the customer about resolution of the incident. The SUPPORT GROUP confirms that the incident was fixed satisfactorily. Customer-Provided Maintenance In the event that CBTS does not provide maintenance or warranty for vendor hardware/software, Customer shall provide vendor hardware/software maintenance to meet appropriate service level for term of contract. 3rd Party Support – CBTS is Warranty Agent CBTS will act as the authorized warranty agent with third party vendors to initiate, monitor and communicate status of cases that fall within the scope of services delivered. CBTS requires that the Customer maintains active support contracts on all hardware and software managed process provided by CBTS. If the Customer wishes to initiate a support case where an item is not covered under a support contract, the Customer is subject to CBTS and vendor charges, as applicable, to manage and resolve the support caseService Provider.

Incident Management. The following table includes definitions for incident management For the purposes of this section, the term “Incident” shall mean a material defect in the Hosted Services, experienced by the Customer, that will support prevents the services outlined Hosted Services from conforming in this Supplementany material respect to the Documentation. Item Short Name Definitions Customer raises an Incident Verification The SUPPORT GROUP verifies that there is an incident and Priority Level of the incident. Incident Identification The SUPPORT GROUP isolates the source of the incident and attempts to resolve it through the appropriate management toolService Desk. Tier 2 CBTS Tier2 technicians Customer provides all supporting information and documentation required to investigate the Incident. If supporting documentation is missing – any defined response and resolution timelines are suspended. All Critical Incidents must be reported to Service Provider’s Service Desk via telephone following Incident creation on the Service Desk portal. Service Provider will work determine, at its sole discretion, the applicable severity level of any reported Incident in accordance with the customer to resolve descriptions set forth in the issuetable below. Tier 3 If Service Provider formally acknowledges the issue cannot be resolved by Tier 2 technicians, the ticket will be assigned to Tier 3 engineering for resolution. Collaborative CBTS engineers will work with customer Incident and SUPPORT GROUP monitoring for advanced troubleshooting and repair. Incident Resolution The SUPPORT GROUP uses its best efforts to resolve the incident within the parameters of the SLA. The SUPPORT GROUP determines whether the incident can be fixed remotely or if an onsite dispatch is necessary. If it can be resolved remotely, the incident is resolved, the ticket is closed, and the client is notified. On-Site Incident Resolution If the incident cannot be resolved remotely, or the device has lost total connectivity then responds to the management station, the SUPPORT GROUP dispatches either an internal or third-party field engineer to troubleshoot the problem. The dispatched field engineer contacts the customer to gain access to their location. The SUPPORT GROUP stays Incident in contact accordance with the dispatched field engineer regarding target acknowledgement and response times set forth in the table below. Service Provider informs Customer about the status of the repairIncident and any actions taken to date. On-Site Incident Resolution Requirements If onsite work by CBTS at Customer’s site(s) is requiredWhere possible, Service Provider provides an estimated timeframe for issue resolution. Service Provider keeps Customer will permit CBTS access to its facilities at all reasonable times. Customer will communicate all security and safety procedures in writing to CBTS prior to informed on the start status of such work. If escort or supervision of CBTS’ personnel is required, Customer will make such arrangements so there is no delay upon CBTS’ arrival at Customer’s site(s)the Incident. Customer is responsible for all Customer site preparation activities providing any additional supporting information required for the investigation. If required supporting documentation is not provided, timelines are suspended and resolution could be delayed. Service Provider targets to resolve Incidents in accordance with the target resolution times set forth in the table below: Incident Severity Standard Critical Incident (P1) – Inability to use the application for absolutely necessary for any onsite installationbusiness transactions. Temporary Work Around Occasionally, a workaround is implemented while a permanent fix is pursued. The SUPPORT GROUP Acknowledgement Incidents will later replace be acknowledged by the workaround with a permanent fix at an appropriate time. 3rd Party Support If required, the SUPPORT GROUP notifies the 3rd Party responsible for resolving the incident Service Desk tool within 15 minutes minutes. 100% of incident verificationusers are impacted or An immediate solution is required as 50% of users are impacted or an entire group of users (with same role/ same unit) is impacted. Throughout Response Service Provider will coordinate a Critical Incident team and provide a response to the escalation process, the SUPPORT GROUP updates the customer’s contact on the progress of repair as stated in the SLACustomer within 30 minutes. 3rd Party Support Requirements Customer shall Resolution A work around or fix will be responsible for any third-party vendor’s timely performance so as not provided within 4 business hours. High Incident (P2) – Limitations or restrictions to delay CBTS’ work schedule. This refers only to independent third- party arrangements for which CBTS is not an involved party. Incident Closure Once the work is complete, the SUPPORT GROUP notifies the customer about resolution important functionality causing a specific part of the incidentsystem to fail. The SUPPORT GROUP confirms that Impact on a functional group. Solution required within 1 Business Day. Acknowledgement Incidents will be acknowledged by the incident was fixed satisfactorilyService Desk tool within 15 minutes. Customer-Provided Maintenance In the event that CBTS does not Response Service Provider will coordinate an Incident team and provide maintenance or warranty for vendor hardware/software, Customer shall provide vendor hardware/software maintenance a response to meet appropriate service level for term of contract. 3rd Party Support – CBTS is Warranty Agent CBTS will act as the authorized warranty agent with third party vendors to initiate, monitor and communicate status of cases that fall within the scope of services delivered. CBTS requires that the Customer maintains active support contracts on all hardware and software managed by CBTSwithin 2 business hours. If the Customer wishes to initiate a support case where an item is not covered under a support contract, the Customer is subject to CBTS and vendor charges, as applicable, to manage and resolve the support caseResolution A work around or fix will be provided within 2 Business Days.

Incident Management. The following table includes definitions for incident management For the purposes of this section, the term “Incident” shall mean a material defect in the Hosted Services, experienced by Customer, that will support prevents the services outlined Hosted Services from conforming in this Supplementany material respect to the Documentation. Item Short Name Definitions Customer raises an Incident Verification The SUPPORT GROUP verifies that there is an incident and Priority Level of the incident. Incident Identification The SUPPORT GROUP isolates the source of the incident and attempts to resolve it through the appropriate management toolService Desk. Tier 2 CBTS Tier2 technicians Customer provides all supporting information and documentation required to investigate the Incident. If supporting documentation is missing – any defined response and resolution timelines are suspended. All Critical Incidents must be reported to Service Provider’s Service Desk via telephone following Incident creation on the Service Desk portal. Service Provider will work determine, at its sole discretion, the applicable severity level of any reported Incident in accordance with the customer to resolve descriptions set forth in the issuetable below. Tier 3 If Service Provider formally acknowledges the issue cannot be resolved by Tier 2 technicians, the ticket will be assigned to Tier 3 engineering for resolution. Collaborative CBTS engineers will work with customer Incident and SUPPORT GROUP monitoring for advanced troubleshooting and repair. Incident Resolution The SUPPORT GROUP uses its best efforts to resolve the incident within the parameters of the SLA. The SUPPORT GROUP determines whether the incident can be fixed remotely or if an onsite dispatch is necessary. If it can be resolved remotely, the incident is resolved, the ticket is closed, and the client is notified. On-Site Incident Resolution If the incident cannot be resolved remotely, or the device has lost total connectivity then responds to the management station, the SUPPORT GROUP dispatches either an internal or third-party field engineer to troubleshoot the problem. The dispatched field engineer contacts the customer to gain access to their location. The SUPPORT GROUP stays Incident in contact accordance with the dispatched field engineer regarding target acknowledgement and response times set forth in the table below. Service Provider informs Customer about the status of the repairIncident and any actions taken to date. On-Site Incident Resolution Requirements If onsite work by CBTS at Customer’s site(s) is requiredWhere possible, Service Provider provides an estimated timeframe for issue resolution. Service Provider keeps Customer will permit CBTS access to its facilities at all reasonable times. Customer will communicate all security and safety procedures in writing to CBTS prior to informed on the start status of such work. If escort or supervision of CBTS’ personnel is required, Customer will make such arrangements so there is no delay upon CBTS’ arrival at Customer’s site(s)the Incident. Customer is responsible for all providing any additional supporting information required for the investigation. If required supporting documentation is not provided, timelines are suspended and resolution could be delayed. Service Provider targets to resolve Incidents in accordance with the target resolution times set forth in the table below: Incident Severity Standard Gold Platinum Critical (P1) Incident – Inability to use the application for absolutely necessary business transactions. 100% users are impacted or An immediate solution is required as 50% of users are impacted or an entire group of users (with same role / same unit) is impacted Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will coordinate a Critical Incident team and provide a response to Customer site preparation activities necessary within 30 minutes. Resolution A work around or fix will be provided within 4 business hours. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will coordinate a Critical Incident team and provide a response to Customer within 30 minutes. Resolution A work around or fix will be provided within 4 hours. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will coordinate a Critical Incident team and provide a response to Customer within 30 minutes. Resolution A work around or fix will be provided within 4 hours. High (P2) Incident – Limitations or restrictions to important functionality causing a specific part of the system to fail. Impact on a functional group. Solution required within 2 business days. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will coordinate an Incident team and provide a response to Customer within 2 business hours. Resolution A work around or fix will be provided within 2 business days. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will coordinate an Incident team and provide a response to Customer within 2 business hours. Resolution A work around or fix will be provided within 2 business days. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will coordinate an Incident team and provide a response to Customer within 1 business hour. Resolution A work around or fix will be provided within 1 business day. Medium (P3) Incident – Inconvenience to perform business transactions; work around allows business processing to continue. Impacts few users. Solution required within several business days. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will provide a response to Customer within 8 business hours. Resolution A work around or fix will be provided for any onsite installationaccepted Incidents within 5 business days. Temporary Work Around Occasionally, Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will provide a workaround response to Customer within 8 business hours. Resolution A work around or fix will be provided for accepted Incidents within 5 business days. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will provide a response to Customer within 8 business hours. Resolution A work around or fix will be provided for accepted Incidents within 5 business days. Low (P4) Incident – Little or no effect on business functionality and no impact on business processing. Very few users impacted. No time constraint on solution delivery. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will provide a response to Customer within 2 business days. Target Resolution Resolution to be provided on a case by case basis. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will provide a response to Customer within 2 business days. Target Resolution Resolution to be provided on a case by case basis. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will provide a response to Customer within 2 business days. Target Resolution Resolution to be provided on a case by case basis. Targeted Achievement Rate of 90% for the above timeframes Customer is implemented while a permanent fix is pursued. The SUPPORT GROUP will later replace the workaround with a permanent fix at an appropriate time. 3rd Party Support If required, the SUPPORT GROUP notifies the 3rd Party responsible for resolving formally closing an Incident that has been resolved. However, Service Provider reserves the incident within 15 minutes of incident verificationright to close a resolved Incident nine (9) days after resolution if no feedback has been provided by Customer. Throughout Customer can escalate an Incident if it is dissatisfied with the way it is being handled. Customer may escalate Incidents using the Incident escalation process, the SUPPORT GROUP updates the customer’s contact on the progress of repair as stated in the SLA. 3rd Party Support Requirements Customer shall be responsible for any third-party vendor’s timely performance so as not to delay CBTS’ work schedule. This refers only to independent third- party arrangements for which CBTS is not an involved party. Incident Closure Once the work is complete, the SUPPORT GROUP notifies the customer about resolution of the incident. The SUPPORT GROUP confirms that the incident was fixed satisfactorily. Customer-Provided Maintenance In the event that CBTS does not provide maintenance or warranty for vendor hardware/software, Customer shall provide vendor hardware/software maintenance to meet appropriate service level for term of contract. 3rd Party Support – CBTS is Warranty Agent CBTS will act as the authorized warranty agent with third party vendors to initiate, monitor and communicate status of cases that fall within the scope of services delivered. CBTS requires that the Customer maintains active support contracts on all hardware and software managed process provided by CBTS. If the Customer wishes to initiate a support case where an item is not covered under a support contract, the Customer is subject to CBTS and vendor charges, as applicable, to manage and resolve the support caseService Provider.

Incident Management. The following table includes definitions for incident management For the purposes of this section, the term “Incident” shall mean a material defect in the Hosted Services, experienced by Customer, that will support prevents the services outlined Hosted Services from conforming in this Supplementany material respect to the Documentation. Item Short Name Definitions Customer raises an Incident Verification The SUPPORT GROUP verifies that there is an incident and Priority Level of the incident. Incident Identification The SUPPORT GROUP isolates the source of the incident and attempts to resolve it through the appropriate management toolService Desk. Tier 2 CBTS Tier2 technicians Customer provides all supporting information and documentation required to investigate the Incident. If supporting documentation is missing – any defined response and resolution timelines are suspended. All Critical Incidents must be reported to Service Provider’s Service Desk via telephone following Incident creation on the Service Desk portal. Service Provider will work determine, at its sole discretion, the applicable severity level of any reported Incident in accordance with the customer to resolve descriptions set forth in the issuetable below. Tier 3 If Service Provider formally acknowledges the issue cannot be resolved by Tier 2 technicians, the ticket will be assigned to Tier 3 engineering for resolution. Collaborative CBTS engineers will work with customer Incident and SUPPORT GROUP monitoring for advanced troubleshooting and repair. Incident Resolution The SUPPORT GROUP uses its best efforts to resolve the incident within the parameters of the SLA. The SUPPORT GROUP determines whether the incident can be fixed remotely or if an onsite dispatch is necessary. If it can be resolved remotely, the incident is resolved, the ticket is closed, and the client is notified. On-Site Incident Resolution If the incident cannot be resolved remotely, or the device has lost total connectivity then responds to the management station, the SUPPORT GROUP dispatches either an internal or third-party field engineer to troubleshoot the problem. The dispatched field engineer contacts the customer to gain access to their location. The SUPPORT GROUP stays Incident in contact accordance with the dispatched field engineer regarding target acknowledgement and response times set forth in the table below. Service Provider informs Customer about the status of the repairIncident and any actions taken to date. On-Site Incident Resolution Requirements If onsite work by CBTS at Customer’s site(s) is requiredWhere possible, Service Provider provides an estimated timeframe for issue resolution. Service Provider keeps Customer will permit CBTS access to its facilities at all reasonable times. Customer will communicate all security and safety procedures in writing to CBTS prior to informed on the start status of such work. If escort or supervision of CBTS’ personnel is required, Customer will make such arrangements so there is no delay upon CBTS’ arrival at Customer’s site(s)the Incident. Customer is responsible for all providing any additional supporting information required for the investigation. If required supporting documentation is not provided, timelines are suspended and resolution could be delayed. Service Provider targets to resolve Incidents in accordance with the target resolution times set forth in the table below: Incident Severity Standard Gold Platinum Critical (P1) Incident – Inability to use the application for absolutely necessary business transactions. 100% users are impacted or An immediate solution is required as 50% of users are impacted or an entire group of users (with same role / same unit) is impacted Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will coordinate a Critical Incident team and provide a response to Customer site preparation activities necessary within 30 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will coordinate a Critical Incident team and provide a response to Customer within 30 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will coordinate a Critical Incident team and provide a response to Customer within 30 minutes. Resolution A work around or fix will be provided within 4 business hours. Resolution A work around or fix will be provided within 4 business hours. Resolution A work around or fix will be provided within 4 business hours. High (P2) Incident – Limitations or restrictions to important functionality causing a specific part of the system to fail. Impact on a functional group. Solution required within 2 business days. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will coordinate an Incident team and provide a response to Customer within 2 business hours. Response Service Provider will coordinate an Incident team and provide a response to Customer within 2 business hours. Response Service Provider will coordinate an Incident team and provide a response to Customer within 1 business hour. Resolution A work around or fix will be provided within 2 business days. Resolution A work around or fix will be provided within 2 business days. Resolution A work around or fix will be provided within 1 business day. Medium (P3) Incident – Inconvenience to perform business transactions; work around allows business processing to continue. Impacts few users. Solution required within several business days. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will provide a response to Customer within 8 business hours. Response Service Provider will provide a response to Customer within 8 business hours. Response Service Provider will provide a response to Customer within 8 business hours. Resolution A work around or fix will be provided for any onsite installationaccepted Incidents within 5 business days. Temporary Work Around Occasionally, Resolution A work around or fix will be provided for accepted Incidents within 5 business days. Resolution A work around or fix will be provided for accepted Incidents within 5 business days. Low (P4) Incident – Little or no effect on business functionality and no impact on business processing. Very few users impacted. No time constraint on solution delivery. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will provide a workaround response to Customer within 2 business days. Response Service Provider will provide a response to Customer within 2 business days. Response Service Provider will provide a response to Customer within 2 business days. Target Resolution Resolution to be provided on a case by case basis. Target Resolution Resolution to be provided on a case by case basis. Target Resolution Resolution to be provided on a case by case basis. Targeted Achievement Rate of 90% for the above timeframes Customer is implemented while a permanent fix is pursued. The SUPPORT GROUP will later replace the workaround with a permanent fix at an appropriate time. 3rd Party Support If required, the SUPPORT GROUP notifies the 3rd Party responsible for resolving formally closing an Incident that has been resolved. However, Service Provider reserves the incident within 15 minutes of incident verificationright to close a resolved Incident nine (9) days after resolution if no feedback has been provided by Customer. Throughout Customer can escalate an Incident if it is dissatisfied with the way it is being handled. Customer may escalate Incidents using the Incident escalation process, the SUPPORT GROUP updates the customer’s contact on the progress of repair as stated in the SLA. 3rd Party Support Requirements Customer shall be responsible for any third-party vendor’s timely performance so as not to delay CBTS’ work schedule. This refers only to independent third- party arrangements for which CBTS is not an involved party. Incident Closure Once the work is complete, the SUPPORT GROUP notifies the customer about resolution of the incident. The SUPPORT GROUP confirms that the incident was fixed satisfactorily. Customer-Provided Maintenance In the event that CBTS does not provide maintenance or warranty for vendor hardware/software, Customer shall provide vendor hardware/software maintenance to meet appropriate service level for term of contract. 3rd Party Support – CBTS is Warranty Agent CBTS will act as the authorized warranty agent with third party vendors to initiate, monitor and communicate status of cases that fall within the scope of services delivered. CBTS requires that the Customer maintains active support contracts on all hardware and software managed process provided by CBTS. If the Customer wishes to initiate a support case where an item is not covered under a support contract, the Customer is subject to CBTS and vendor charges, as applicable, to manage and resolve the support caseService Provider.

Incident Management. The following table includes definitions for incident management For the purposes of this section, the term “Incident” shall mean a material defect in the Hosted Services, experienced by Customer, that will support prevents the services outlined Hosted Services from conforming in this Supplementany material respect to the Documentation. Item Short Name Definitions Customer raises an Incident Verification The SUPPORT GROUP verifies that there is an incident and Priority Level of the incident. Incident Identification The SUPPORT GROUP isolates the source of the incident and attempts to resolve it through the appropriate management toolService Desk. Tier 2 CBTS Tier2 technicians Customer provides all supporting information and documentation required to investigate the Incident. If supporting documentation is missing – any defined response and resolution timelines are suspended. All Critical Incidents must be reported to Service Provider’s Service Desk via telephone following Incident creation on the Service Desk portal. Service Provider will work determine, at its sole discretion, the applicable severity level of any reported Incident in accordance with the customer to resolve descriptions set forth in the issuetable below. Tier 3 If Service Provider formally acknowledges the issue cannot be resolved by Tier 2 technicians, the ticket will be assigned to Tier 3 engineering for resolution. Collaborative CBTS engineers will work with customer Incident and SUPPORT GROUP monitoring for advanced troubleshooting and repair. Incident Resolution The SUPPORT GROUP uses its best efforts to resolve the incident within the parameters of the SLA. The SUPPORT GROUP determines whether the incident can be fixed remotely or if an onsite dispatch is necessary. If it can be resolved remotely, the incident is resolved, the ticket is closed, and the client is notified. On-Site Incident Resolution If the incident cannot be resolved remotely, or the device has lost total connectivity then responds to the management station, the SUPPORT GROUP dispatches either an internal or third-party field engineer to troubleshoot the problem. The dispatched field engineer contacts the customer to gain access to their location. The SUPPORT GROUP stays Incident in contact accordance with the dispatched field engineer regarding target acknowledgement and response times set forth in the table below. Service Provider informs Customer about the status of the repairIncident and any actions taken to date. On-Site Incident Resolution Requirements If onsite work by CBTS at Customer’s site(s) is requiredWhere possible, Service Provider provides an estimated timeframe for issue resolution. Service Provider keeps Customer will permit CBTS access to its facilities at all reasonable times. Customer will communicate all security and safety procedures in writing to CBTS prior to informed on the start status of such work. If escort or supervision of CBTS’ personnel is required, Customer will make such arrangements so there is no delay upon CBTS’ arrival at Customer’s site(s)the Incident. Customer is responsible for all providing any additional supporting information required for the investigation. If required supporting documentation is not provided, timelines are suspended and resolution could be delayed. Service Provider targets to resolve Incidents in accordance with the target resolution times set forth in the table below: Incident Severity Standard Gold Platinum Critical (P1) Incident – Inability to use the application for absolutely necessary business transactions. 100% users are impacted or An immediate solution is required as 50% users are impacted or an entire group of users (with same role / same unit) is impacted Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will coordinate a Critical Incident team and provide a response to Customer site preparation activities necessary within 30 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will coordinate a Critical Incident team and provide a response to Customer within 30 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will coordinate a Critical Incident team and provide a response to Customer within 30 minutes. Resolution A work around or fix will be provided within 4 business hours. Resolution A work around or fix will be provided within 4 business hours. Resolution A work around or fix will be provided within 4 business hours. High (P2) Incident – Limitations or restrictions to important functionality causing a specific part of the system to fail. Impact on a functional group. Solution required within 2 business days. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will coordinate an Incident team and provide a response to Customer within 2 business hours. Response Service Provider will coordinate an Incident team and provide a response to Customer within 2 business hours. Response Service Provider will coordinate an Incident team and provide a response to Customer within 1 business hour. Resolution A work around or fix will be provided within 2 business days. Resolution A work around or fix will be provided within 2 business days. Resolution A work around or fix will be provided within 1 business day. Medium (P3) Incident – Inconvenience to perform business transactions; work around allows business processing to continue. Impacts few users. Solution required within several business days. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will provide a response to Customer within 8 business hours. Response Service Provider will provide a response to Customer within 8 business hours. Response Service Provider will provide a response to Customer within 8 business hours. Resolution A work around or fix will be provided for any onsite installationaccepted Incidents within 5 business days. Temporary Work Around Occasionally, Resolution A work around or fix will be provided for accepted Incidents within 5 business days. Resolution A work around or fix will be provided for accepted Incidents within 5 business days. Low (P4) Incident – Little or no effect on business functionality and no impact on business processing. Very few users impacted. No time constraint on solution delivery. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will provide a workaround response to Customer within 2 business days. Response Service Provider will provide a response to Customer within 2 business days. Response Service Provider will provide a response to Customer within 2 business days. Target Resolution Resolution to be provided on a case by case basis. Target Resolution Resolution to be provided on a case by case basis. Target Resolution Resolution to be provided on a case by case basis. Targeted Achievement Rate of 90% for the above timeframes Customer is implemented while a permanent fix is pursued. The SUPPORT GROUP will later replace the workaround with a permanent fix at an appropriate time. 3rd Party Support If required, the SUPPORT GROUP notifies the 3rd Party responsible for resolving formally closing an Incident that has been resolved. However, Service Provider reserves the incident within 15 minutes of incident verificationright to close a resolved Incident nine (9) days after resolution if no feedback has been provided by Customer. Throughout Customer can escalate an Incident if it is dissatisfied with the way it is being handled. Customer may escalate Incidents using Incident escalation process, the SUPPORT GROUP updates the customer’s contact on the progress of repair as stated in the SLA. 3rd Party Support Requirements Customer shall be responsible for any third-party vendor’s timely performance so as not to delay CBTS’ work schedule. This refers only to independent third- party arrangements for which CBTS is not an involved party. Incident Closure Once the work is complete, the SUPPORT GROUP notifies the customer about resolution of the incident. The SUPPORT GROUP confirms that the incident was fixed satisfactorily. Customer-Provided Maintenance In the event that CBTS does not provide maintenance or warranty for vendor hardware/software, Customer shall provide vendor hardware/software maintenance to meet appropriate service level for term of contract. 3rd Party Support – CBTS is Warranty Agent CBTS will act as the authorized warranty agent with third party vendors to initiate, monitor levels and communicate status of cases that fall within the scope of services delivered. CBTS requires that the Customer maintains active support contracts on all hardware and software managed contacts provided by CBTS. If the Customer wishes to initiate a support case where an item is not covered under a support contract, the Customer is subject to CBTS and vendor charges, as applicable, to manage and resolve the support caseService Provider.