Common use of Service Expectations Clause in Contracts

Service Expectations. The following support severities are used for classifying the Customer’s incidents. These classifications ensure consistent treatment of incidents handled by Software AG Global Support. Software AG Global Support will determine the appropriate severity level according to the following table: Severity Level Crisis Critical Standard Definition Customer’s problem has a severe business impact, e.g. production down. Customer is unable to use the Cloud Services, resulting in a major impact on Customer’s operations. Work cannot reasonably continue. Customer’s problem has a significant business impact; however, operations can continue in a restricted fashion. The Cloud Services are usable but severely limited. There is no acceptable workaround available. Customer is experiencing a significant loss of service. Customer’s problem has some business impact. The Cloud Services are usable and cause only minor inconvenience. It may be a minor Error, documentation Error, or incorrect operation of the Cloud Services, which does not significantly impede the operation of the Cloud Services. ReactionTime 30 minutes: call-back or electronic reply 2 Hours: call-back or electronic reply 1 Day: call-back or electronic reply Prioritized Queuing Incidents are prioritized ahead of Standard Support incidents of the same severity level Software AG Management Assistance Process After 1 Day: Regional Director Support After 2 Days: Global Vice President Support After 3 Days: Global Senior Vice President Support After 5 Days: Chief Operating Officer After 5 Business Days: Regional Director Support After 7 Business Days: Global Vice President Support After 9 Business Days: Global Senior Vice President Support After 11 Business Days: Chief Operating Officer None Reporting (timeframe) As agreed between Software AG Global Support and Customer Daily or as agreed between Software AG Global Support and Customer As agreed with Software AG Global Support and Customer on a case-by- case basis Reaction Measure Resolution plan provided within first four (4) hours after receipt of Crisis incident to include - in Supplier's sole discretion - EITHER : (i) a definition of the intended solution to the problem, OR (ii) a definition of a work-around while Supplier develops or defines a solution, OR (iii) a documented action plan that will include: - current status of the resolution - target timeline for next feedback - responsible Supplier resource(s) - Customer obligations (e.g., provisioning of log files, etc.) Customer is provided with a timeline for Error Correction • Information about publication date of the Cloud Services release that will solve the issue • Indication that changes/ enhancements are being handled in accordance with Software AG's strategy Required Effort Economically justifiable effort within standard scope of resources Reasonable effort within standard scope of resources Reasonable effort within standard scope of resources

Service Expectations. The following support severities are used for classifying the Customer’s incidents. These classifications ensure consistent treatment of incidents handled by Software AG Global Support. Software AG Global Support will determine the appropriate severity level according to the following table: Severity Level Crisis Critical Standard Definition Customer’s problem has a severe business impact, e.g. production down. Customer is unable to use the Cloud ServicesSoftware, resulting in a major impact on Customer’s operations. Work cannot reasonably continue. Customer’s problem has a significant business impact; however, operations can continue in a restricted fashion. The Cloud Services are Software is usable but severely limited. There is no acceptable workaround available. Customer is experiencing a significant loss of service. Customer’s problem has some business impact. The Cloud Services are Software is usable and cause causes only minor inconvenience. It may be a minor Error, documentation Error, or incorrect operation of the Cloud Servicesapplication, which does not significantly impede the operation of the Cloud Servicesa system. ReactionTime Reaction Time 30 minutes: call-back or electronic reply 2 Hours: call-back or electronic reply 1 Day: call-back or electronic reply Prioritized Queuing Incidents are prioritized ahead of Standard Support incidents of the same severity level Software AG Management Assistance Process After 1 Day: Regional Director Support After 2 Days: Global Vice President Support After 3 Days: Global Senior Vice President Support After 5 Days: Chief Operating Officer After 5 Business Days: Regional Director Support After 7 Business Days: Global Vice President Support After 9 Business Days: Global Senior Vice President Support After 11 Business Days: Chief Operating Officer None Reporting (timeframetime frame) As agreed between Software AG Global Support and Customer Daily or as agreed between Software AG Global Support and Customer As agreed with Software AG Global Support and Customer on a case-by- case basis Reaction Measure Resolution plan provided within first four (4) hours after receipt of Crisis incident to include - in Supplier's sole discretion - EITHER EITHER: (i) a definition of the intended solution to the problem, OR (ii) a definition of a work-around while Supplier develops or defines a solution, OR (iii) a documented action plan that will include: - current status of the resolution - target timeline for next feedback - responsible Supplier resource(s) - Customer obligations (e.g., provisioning of log files, etc.) Customer is provided with a timeline for Error Correction • Information about publication date of the Cloud Services Software release that will solve the issue • Indication that changes/ enhancements are being handled in accordance with Software AG's strategy Severity Level Crisis Critical Standard • current status of the resolution • target timeline for next feedback • responsible Supplier resource(s) • Customer obligations (e.g. provisioning of log files, etc.) Required Effort Economically justifiable effort within standard scope of resources Reasonable effort within standard scope of resources Reasonable effort within standard scope of resources

Service Expectations. The following support severities are used for classifying the Customer’s incidents. These classifications ensure consistent treatment of incidents handled by Software AG Global Support. Software AG Global Support will determine the appropriate severity level according to the following table: Severity Level Crisis Critical Standard Definition Customer’s problem has a severe business impact, e.g. production down. Customer is unable to use the Cloud ServicesSoftware, resulting in a major impact on Customer’s operations. Work cannot reasonably continue. Customer’s problem has a significant business impact; however, operations can continue in a restricted fashion. The Cloud Services are Software is usable but severely limited. There is no acceptable workaround available. Customer is experiencing a significant loss of service. Customer’s problem has some business impact. The Cloud Services are Software is usable and cause causes only minor inconvenience. It may be a minor Error, documentation Error, or incorrect operation of the Cloud Servicesapplication, which does not significantly impede the operation of the Cloud Servicesa system. ReactionTime Reaction Time 30 minutes: call-back or electronic reply 2 Hours: call-back or electronic reply 1 Day: call-back or electronic reply Prioritized Queuing Incidents are prioritized ahead of Standard Support incidents of the same severity level Software AG Management Assistance Process After 1 Day: Regional Director Support After 2 Days: Global Vice President Support After 3 Days: Global Senior Vice President Support After 5 Days: Chief Operating Officer After 5 Business Days: Regional Director Support After 7 Business Days: Global Vice President Support After 9 Business Days: Global Senior Vice President Support After 11 Business Days: Chief Operating Officer None Reporting (timeframetime frame) As agreed between Software AG Global Support and Customer Daily or as agreed between Software AG Global Support and Customer As agreed with Software AG Global Support and Customer on a case-by- Severity Level Crisis Critical Standard case basis Reaction Measure Resolution plan provided within first four (4) hours after receipt of Crisis incident to include - in Supplier's sole discretion - EITHER EITHER: (i) a definition of the intended solution to the problem, OR (ii) a definition of a work-around while Supplier develops or defines a solution, OR (iii) a documented action plan that will include: - • current status of the resolution - • target timeline for next feedback - • responsible Supplier resource(s) - • Customer obligations (e.g., e.g. provisioning of log files, etc.) Customer is provided with a timeline for Error Correction • Information about publication date of the Cloud Services Software release that will solve the issue • Indication that changes/ enhancements are being handled in accordance with Software AG's strategy Required Effort Economically justifiable effort within standard scope of resources Reasonable effort within standard scope of resources Reasonable effort within standard scope of resources