Common use of Issue Severity Issue Description Email and Web Clause in Contracts

Issue Severity Issue Description Email and Web. Response Time Phone Response Time* Low • Minor issue which does not impact production environment • Documentation error that does not directly impact a job on production • Feature or suggestion for enhancement 48 hours or less Immediate Medium • An issue affecting production environment at a minor level • Very limited direct impact on operations 24 hours or less Immediate High • An issue affecting production environment at a major level • Production environment is operational, but Licensed Property activities are limited 4 hours or less Immediate • Long-time adverse effects can lead to productivity being hindered Very High • Licensed Property activities on production environment are completely inoperable • Major restoration or project is at a mission-critical state • Severe impact on business operations 2 hours or less Immediate *Phone support is only available for Standard and Premier Level Support Services, in accordance with the Support Hours as set forth on the Support Program Features table above. Integration. If Customer has Premier Level Support Services, in the event that an error in installation, configuration, or operation of the Licensed Property is caused by Customer’s introduction of a new and unique or unusual configuration, hardware component or components, architecture, network setup, or customization, AvePoint shall integrate the Licensed Property to work for Customer, provided such integration requires less than eight (8) man hours of development work, as determined by AvePoint at its sole discretion. For Customers with Basic or Standard Level Support Services or for Customers with Premier Level Support Services where such integration requires eight (8) man hours or more of development work, AvePoint shall make its best, commercially reasonable, efforts to offer such integration to Customer at an additional fee for the man hours required beyond those covered under the Support Addendum and on the same basis and at the same rates as charged by AvePoint to other similarly situated Customers. Product Releases. In addition to the Support Services described above, AvePoint may, in its sole discretion, release updates and modifications to the Software (“Product Releases”). Such Product Releases shall be numbered according to AvePoint’s Standard Numbering Convention, defined as follows: in the N1.n2.n3.n4 format, with each number representing a different release type and classified by AvePoint as Hotfixes, Cumulative Update, Service Packs, and Platform Upgrades, as described below.

Issue Severity Issue Description Email and Web. Response Time Phone Response Time* Low • Minor issue which does not impact production environment • Documentation error that does not directly impact a job on production • Feature or suggestion for enhancement 48 hours or less Immediate Medium • An issue affecting production environment at a minor level • Very limited direct impact on operations 24 hours or less Immediate High • An issue affecting production environment at a major level 4 hours or less Immediate • Production environment is operational, but Licensed Property DocAve activities are limited 4 hours or less Immediate • Long-time adverse effects can lead to productivity being hindered Very High • Licensed Property DocAve activities on production environment are completely inoperable • Major restoration or project is at a mission-critical state • Severe impact on business operations 2 hours or less Immediate *Phone support is only available for Standard and Premier Level Support Services, in accordance with the Support Hours as set forth on the Support Program Features table above. Integration. If Customer has Premier Level Support Services, in the event that an error in installation, configuration, or operation of the Licensed Licenced Property is caused by Customer’s introduction of a new and unique or unusual configuration, hardware component or components, architecture, network setup, or customization, AvePoint shall integrate the Licensed Licenced Property to work for Customer, provided such integration requires less than eight (8) man hours of development work, as determined by AvePoint at its sole discretion. For Customers with Basic or Standard Level Support Services or for Customers with Premier Level Support Services where such integration requires eight (8) man hours or more of development work, AvePoint shall make its best, commercially reasonable, efforts to offer such integration to Customer at an additional fee for the man hours required beyond those covered under the Support Addendum and on the same basis and at the same rates as charged by AvePoint to other similarly situated Customers. Product Releases. In addition to the Support Services described above, AvePoint may, in its sole discretion, release updates and modifications to the Software (“Product Releases”). Such Product Releases shall be numbered according to AvePoint’s Standard Numbering Convention, defined as follows: in the N1.n2.n3.n4 format, with each number representing a different release type and classified by AvePoint as Hotfixes, Cumulative Update, Service Packs, and Platform Upgrades, as described below.