N. Harris Computer Corporation 1/6/2023

24 Cayenta V9 Statement of Work Appendix A: Incident Priority Definitions HARRIS and CLIENT agree to use the following priority definitions when prioritizing incidents logged during the project. Priority 1 – Critical • System Down (Software Application, Hardware, Operating System, Database) • Application errors without workarounds that prevent testers from testing • Incorrect calculation errors impacting a majority of data • Aborted postings or error messages preventing data integration and update • Performance issues of severe nature impacting critical processes • Performance issues impacting critical processes • Critical incidents assigned back to CLIENT need to be validated within a business day. Note: the existence of a reasonable work-around precludes a Priority 1 or Priority 2 issue in most cases. Priority 2 - High • Application errors that have workarounds impacting business, but the workaround is either complex or time consuming and significantly affects productivity after go- live. • Calculation errors impacting a minority of records • Report generation failures impacting critical processes • Report calculation issues • Data Security issues • Printer related issues (related to interfaces with our software and not the printer itself) • High Priority incidents assigned back to CLIENT need to be validated within 2- 3 business days. Priority 3 – Medium • Application errors/issues that have workarounds impacting business, but the workaround is either complex or time consuming • Report formatting issues • Issues with workarounds for large majority of accounts • Some recommendations for enhancements on application changes • Performance issues not impacting critical processes • Usability issues • Medium Priority incidents assigned back to CLIENT need to be validated within 5 business days.