Common use of Response Times and Commitments Clause in Contracts

Response Times and Commitments. Xxxxxx attempts to respond to and resolve all issues in a timely manner, however issues impacting Customer’s production systems take priority and are classified by Severity Level in accordance with the following: Cloud Incident (“Outage”) Upland’s cloud service is unavailable and/or inaccessible for all Users. 1 Hour (24/7/365) (24/7/365) triage with hourly status updates; Immediate and continuous effort to restore service; 1 – Urgent Production system Defect that prevents business critical work from being done, no Workaround exists, and Defect impacts most Users; Defect causes a material loss of Customer Data in production system; or Security-related Defect. 1 Business Hour Business Hour triage with daily status updates (M-F); Immediate and continuous effort within business hours to resolve the Defect or provide a Workaround; 2 – High Production system Defect that prevents business critical work from being done and a Workaround exists; or Defect violates the material specifications in the Documentation and impacts Customer’s production system. 4 Business Hours Business Hour triage with regular status updates (M-F); Upland shall use reasonable efforts to resolve the Defect as rapidly as practical, but no later than the next Update after reproduction of the Defect. 3 – Normal All other Defects. 1 Business Day Business Hour triage with regular status updates (M-F); Defects shall be addressed in Upland’s normal Update

Response Times and Commitments. Xxxxxx Upland attempts to respond to and resolve all issues in a timely manner, however issues impacting Customer’s production systems take priority and are classified by Severity Level in accordance with the following: Cloud Incident (“Outage”) Upland’s cloud service is unavailable and/or inaccessible for all Users. 1 Hour (24/7/365) (24/7/365) triage with hourly status updates; Immediate and continuous effort to restore service; 1 – Urgent Production system Defect that prevents business critical work from being done, no Workaround exists, and Defect impacts most Users; Defect causes a material loss of Customer Data in production system; or Security-related Defect. 1 Business Hour Business Hour triage with daily status updates (M-F); Immediate and continuous effort within business hours to resolve the Defect or provide a Workaround; 2 – High Production system Defect that prevents business critical work from being done and a Workaround exists; or Defect violates the material specifications in the Documentation and impacts Customer’s production system. 4 Business Hours Business Hour triage with regular status updates (M-F); Upland shall use reasonable efforts to resolve the Defect as rapidly as practical, but no later than the next Update after reproduction of the Defect. 3 – Normal All other Defects. 1 Business Day Business Hour triage with regular status updates (M-F); Defects shall be addressed in Upland’s normal Update