Common use of Service Desk Operations Clause in Contracts

Service Desk Operations. Working Hours 9am – 6pm GMT • the Company is not obliged to provide support services outside of Working Hours and the below Response Times shall be calculated by reference to Working Hours; and • as the update of a partner’s site is outside the control of the Company, time taken for any such update shall be excluded when calculating of the Response Time to a Service Request. Service Desk Contacts Online Web Portal: xxxx://xxxxxxx.xxxxxxxxxxxxxxxx.xxx/ Via Email: xxxx@Xxxxxxxxxxxxxxxx.xxx Escalation In the event an issue, particularly if it is urgent / critical, has not been addressed satisfactorily and needs to be escalated, escalation points are: • Your Customer Success Manager • Head of Customer Success & Performance • Chief Customer Officer Location Support shall be performed by Intelligent Reach from its premises.

Service Desk Operations. Working Hours 9am – 65pm GMT AEST • the Company is not obliged to provide support services outside of Working Hours and the below Response Times shall be calculated by reference to Working Hours; and • as the update of a partner’s site is outside the control of the Company, time taken for any such update shall be excluded when calculating of the Response Time to a Service Request. Service Desk Contacts Online Web Portal: xxxx://xxxxxxx.xxxxxxxxxxxxxxxx.xxx/ Via Email: xxxx@Xxxxxxxxxxxxxxxx.xxx Escalation In the event an issue, particularly if it is urgent / critical, has not been addressed satisfactorily and needs to be escalated, escalation points are: • Your Customer Success Manager • Head of Customer Success & Performance • Chief Customer Officer Location Support shall be performed by Intelligent Reach from its premises.

Service Desk Operations. Working Hours 98am – 65pm GMT ET • the Company is not obliged to provide support services outside of Working Hours and the below Response Times shall be calculated by reference to Working Hours; and • as the update of a partner’s site is outside the control of the Company, time taken for any such update shall be excluded when calculating of the Response Time to a Service Request. Service Desk Contacts Online Web Portal: xxxx://xxxxxxx.xxxxxxxxxxxxxxxx.xxx/ Via Email: xxxx@Xxxxxxxxxxxxxxxx.xxx Escalation In the event an issue, particularly if it is urgent / critical, has not been addressed satisfactorily and needs to be escalated, escalation points are: • Your Customer Success Manager • Head of Customer Success & Performance • Chief Customer Officer Location Support shall be performed by Intelligent Reach from its premises.