TouchPhrase Development LLC dba Julota 12/18/2020

Q) Julota® Julota®SaaS Agreement EXHIBIT A Service Level Agreement In performing the Services for Customer,Julota's level of performance shall be at least equal to or exceed the Service Levels set forth in this Service Level Agreement(this"SLA")at all times during the Term of the applicable Statement of Work. A. Definitions. Unless otherwise defined in this Addendum, the capitalized terms in this Addendum have the following meaning. Defined terms that are not defined in this Addendum will have the same meaning as in the Agreement. 1. "Authorized User"is a person who has been granted authority to use the Services by the Customer Representative. 2. "Availability"means that the Services are readily available to Customer and operating without material Error, excluding any Outages and"Low"level incidents(defined below). 3. "Customer Representative"means the single person that Customer has designated in writing to Julota to be its Customer Representative. Customer may change the Customer Representative by written notice to Julota.Only one person may be designated as Customer Representative at any time. In addition to the authority designated in this Addendum,the Customer Representative is awarded all rights designated to Authorized Users(e.g.,the ability to contact the Support Desk).Only the Authorized Users may contact the Support Desk. 4. "Emergency Maintenance"means the downtime required by Julota for upgrading or maintaining the Services; provided,that Julota has given Customer at least twenty-four hours prior written notice of such downtime, provided that Emergency Maintenance does not exceed five(5)hours per month,and provided that Emergency Maintenance does not occur more than six(6)times per year. 5. "Failure"means any failure of Julota to meet a Service Level requirement;but excludes those failures attributable to a Force Majeure event. 6. "Monthly Availability Percentage"means the amount equal to the total number of minutes(multiply the number of calendar days in any given month by the product of 24 times 60)in the applicable calendar month,minus the total Outage time for that month,then divided by the total number of minutes. 7. "Outage"means the period(measured in minutes)that the Services are not readily available to Customer and/or are operating with material Error;but shall not include:(i)Scheduled Downtime(which will not exceed ten(10) hours in aggregate per month);(ii)emergency maintenance activities which will not exceed five(5)hours per month;(iii)periods of unavailability attributable to Customer's negligent acts or omissions;or(iv)Customer's failure to timely respond to Julota in connection with the resolution of any Problem. 8. "Regular Release"means releases of minor product updates for upgrading or maintaining the Services; provided that there shall be no more than two regular releases per week and downtime for these weekly releases does not exceed fifteen(60)minutes for each release. 9. "Scheduled Downtime"means the downtime required by Julota for upgrading or maintaining the Services; provided,that(i)such downtime occurs between the hours of 22:00 MT USA and 5:00 MT USA(or such other hours that Customer has previously and specifically approved in writing);and(ii)Julota has provided five(5) business days prior written notice of such downtime. This may also be referred to as"Scheduled Maintenance". (iii)not to exceed 4 hours each month. 10. "Support Desk"is a resource that provides administrative support and technical support to Authorized Users. B. Technical Support. 1. Contact Methods.Julota will make available to the Authorized Users two means of contacting the Support Desk:an email("Support Email")and Web Portal. 1. Email Support: Julota-Support a( julota.com 2. Web Portal: http://support.julota.com 2. User Support Hours.Unless otherwise stated,standard user support hours are Monday—Friday from 8 AM to 5 PM(Mountain Time)local time with the exception of state and Federal holidays.In the event calls or emails are page 9 of 16