TouchPhrase Development LLC dba Julota 12/18/2020

J u Iota® Julota®SaaS Agreement received outside of User Support Hours,Julota will address the Authorized User's query during User Support Hours with the exception of Critical events(as discussed below). 3. Technical support will be limited to the permissions of the Authorized User,which will be determined by the Customer Representative pursuant to the`Protocol Authorization Form,"a sample of which is attached as"Annex A"in blank format. The permissions will be defined in the Protocol Authorization Form. The Protocol Authorization Form will set forth the Authorized User's permissions granted to him or her. 4. At the time that the Authorized User contacts the Support Desk,the Authorized Users permissions will be verified in order to determine the scope of support that may be granted. If an Authorized User does not have sufficient permissions(e.g.,they are attempting to report an issue for an area that they do not have the authority to access, the event will be deemed unreported). C. Severity Levels and Response Times. The following are a description of the service levels and the service level response times: 1. Critical.An incident with a severity level of"Critical"is defined as one that produces an emergency situation(e.g., system down)in which the Services are substantially or completely non-functional or inoperable.In the event of a Critical incident,the Authorized User shall contact the Support Desk to report the problem. If the reported event is Critical and outside of User Support Hours,the Authorized User shall contact the Support Desk via the hotline, which is monitored 24x7x365,excluding State and Federal holidays.The Support Desk will contact the Authorized User,who reported the incident within four(4)hours to diagnose and begin remediation of the event and will use commercially reasonable efforts to resolve the event as soon as is reasonably possible under the circumstances. Any Authorized User may contact the support desk to report a Critical incident,even if the issue in question relates to a portion of Julota that is not under the purview of the Authorized User's permissions.In this case,the Support Desk will take the report of the issue,but will not contact the reporting user with resolution,but instead,will contact the Customer Representative to report resolution. 2. High.An incident with a severity level of"High"is defined as one that produces a detrimental situation in which the Services are usable,but materially incomplete;performance(response time)of the Services is degraded substantially such that there is a severe impact on use under reasonable loads;one or more mainline functions or commands is inoperable;or the use is otherwise significantly impacted.If the reported event is a High severity,the Support Desk will contact the Authorized User who reported the event within eight(8)User Support Hours to diagnose and begin remediation of the event,and will use commercially reasonable efforts to resolve the event with five(5)business days.Any authorized user may contact the support desk to report any issue,even if the issue in question relates to a portion of Julota that is not under the purview of the Authorized User's permissions. Notwithstanding the foregoing,if the Authorized User that reported the event is not under the purview of the Authorized User's permissions,the Support Desk will take the report of the issue,but will not contact the reporting user with resolution,but instead,will contact the Customer Representative to report resolution. 3. Low.An incident with severity level of"Low"is defined as one that produces an inconvenient situation in which the Services are usable but do not provide a function in the most convenient or expeditious manner and the Authorized User suffers little or no significant impact.If the reported event is Low severity,Julota will attempt to resolve the event in a commercially reasonable manner in future maintenance releases.Only the Authorized User may contact the support desk to report the issue. page 10 of 16