Common use of Priority Level Definitions Clause in Contracts

Priority Level Definitions. Critical: ● System Unavailable – ● Complete loss of service, data ingest or query access is unavailable and no workaround exists. Excludes any scheduled maintenance as communicated. Major: ● Major Function Issue – ● Degraded service that substantially impairs the use of one or more features of the application required to perform necessary business functions but does not effectively render the application unusable as a whole. No data is lost, no workaround exists. Excludes any scheduled maintenance as communicated. Minor: ● Minor Impact Issue – ● Application is impaired, but the reported error or issue has a reasonable workaround and does not pose a serious business impact. Question / Cosmetic: ● General questions about existing documentation, training or use of functionality. Enhancement: ● Request for new or extended functionality 5. Support Priority Classification Matrix. Priority Initial Response Time Updates from Support Resolutio n Resolution Goal Critical 4 hours (24x7) Every 2 Business Hours 4 hours Kentik access and/or data collection is restored Major 4 hours (12x5) Once per Business Day 24 hours Function is restored or workaround is provided Minor 8 hours (12x5) Upon Status Change N/A Instructions or workaround is provided Question/ Cosmetic 24 hours (12x5) No Updates Provided N/A Question is answered Enhancement 48 hours (12x5) No Updates Provided N/A Enhancement request is acknowledged and logged Response times are measured from when Customer notifies Support, by emailing xxxxxxx@xxxxxx.xxx, about a problem with the SaaS Services at which time a case number will be issued Standard Support hours of availability are as follows:

Priority Level Definitions. Critical: ● System Unavailable – ● Complete loss of service, data ingest or query access is unavailable and no workaround exists. Excludes any scheduled maintenance as communicated. Major: ● Major Function Issue – ● Degraded service that substantially impairs the use of one or more features of the application required to perform necessary business functions but does not effectively render the application unusable as a whole. No data is lost, no workaround exists. Excludes any scheduled maintenance as communicated. Minor: ● Minor Impact Issue – ● Application is impaired, but the reported error or issue has a reasonable workaround and does not pose a serious business impact. Question / Cosmetic: ● General questions about existing documentation, training or use of functionality. Enhancement: ● Request for new or extended functionality 5. Support Priority Classification Matrix. Priority Initial Response Time Updates from Support Resolutio n Resolution Goal Critical 4 hours (24x7) Every 2 Business Hours 4 hours Kentik access and/or data collection is restored Major 4 hours (12x5) Once per Business Day 24 hours Function is restored or workaround is provided Minor 8 hours (12x5) Upon Status Change N/A Instructions or workaround is provided Question/ Cosmetic 24 hours (12x5) No Updates Provided N/A Question is answered Enhancement 48 hours (12x5) No Updates Provided N/A Enhancement request is acknowledged and logged Response times are measured from when Customer notifies Support, by emailing xxxxxxx@xxxxxx.xxx, about a problem with the SaaS Services at which time a case number will be issued issued. Standard Support hours of availability are as follows:

Priority Level Definitions. Critical: ● • System Unavailable – ● • Complete loss of service, data ingest or query access is unavailable and no workaround exists. Excludes any scheduled maintenance as communicated. Major: ● • Major Function Issue – ● • Degraded service that substantially impairs the use of one or more features of the application required to perform necessary business functions but does not effectively render the application unusable as a whole. No data is lost, no workaround exists. Excludes any scheduled maintenance as communicated. Minor: ● • Minor Impact Issue – ● • Application is impaired, but the reported error or issue has a reasonable workaround and does not pose a serious business impact. Question / Cosmetic: ● • General questions about existing documentation, training or use of functionality. Enhancement: ● • Request for new or extended functionality 5. Support Priority Classification Matrix. Priority Initial Response Time Updates from Support Resolutio n Resolution Resolution Goal Critical 4 hours (24x7) Every 2 Business Hours 4 hours Kentik access and/or data collection is restored Major 4 hours (12x5) Once per Business Day 24 hours Function is restored or workaround is provided Minor 8 hours (12x5) Upon Status Change N/A Instructions or workaround is provided Question/ Cosmetic 24 hours (12x5) No Updates Provided N/A Question is answered Enhancement 48 hours (12x5) No Updates Provided N/A Enhancement request is acknowledged and logged Response times are measured from when Customer notifies Support, by emailing xxxxxxx@xxxxxx.xxx, about a problem with the SaaS Services at which time a case number will be issued issued. Standard Support hours of availability are as follows:

Priority Level Definitions. Critical: ● • System Unavailable – ● • Complete loss of service, data ingest or query access is unavailable and no workaround exists. Excludes any scheduled maintenance as communicated. Major: ● • Major Function Issue – ● • Degraded service that substantially impairs the use of one or more features of the application required to perform necessary business functions but does not effectively render the application unusable as a whole. No data is lost, no workaround exists. Excludes any scheduled maintenance as communicated. Minor: ● • Minor Impact Issue – ● • Application is impaired, but the reported error or issue has a reasonable workaround and does not pose a serious business impact. Question / Cosmetic: ● • General questions about existing documentation, training or use of functionality. Enhancement: ● • Request for new or extended functionality 5. Support Priority Classification Matrix. Priority Initial Response Time Updates from Support Resolutio n Resolution Resolution Goal Critical 4 hours (24x7) Every 2 Business Hours 4 hours Kentik access and/or data collection is restored Major 4 hours (12x5) Once per Business Day 24 hours Function is restored or workaround is provided Minor 8 hours (12x5) Upon Status Change N/A Instructions or workaround is provided Question/ Cosmetic 24 hours (12x5) No Updates Provided N/A Question is answered Enhancement 48 hours (12x5) No Updates Provided N/A Enhancement request is acknowledged and logged Response times are measured from when Customer notifies Support, by emailing xxxxxxx@xxxxxx.xxx, about a problem with the SaaS Services at which time a case number will be issued Standard Support hours of availability are as follows: