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Page 2 of 4 REV. 06/15/2024 Severity Level Details Target Acknowledgement* Target Initial Diagnosis time** Target Resolution time*** P1 – Priority Level 1 A critical severity issue has significant to critical impact on business, production, etc., and to which there is no reasonable workaround 1 Hour 1 Day Hotfix may be applied to affected Customers and general release in one of next two updates, if deemed appropriate for all customers P2 – Priority Level 2 An issue that has some business impacts on the production system resulting in some loss of functionality. A workaround may be available and software is still usable but operating sub- optimally. 1 Day 5-10 Days Within current or next release, where appropriate P3 – Priority Level 3 A case that has no immediate impact on the performance, quality or functionality of the software system. 3 Days 10-15 Days N/A *Target Acknowledgement: The Company will use reasonable efforts to respond to Customer to acknowledge a fault notification within the corresponding time (measured from the earlier of the time of receipt of Customer notification or the time the Company becomes aware of the defect) for the Severity Level set out in the table above. **Target Initial Diagnosis: The Company will use reasonable efforts to respond to Customer within the corresponding time for the Severity Level set out in the table above with the results of its initial diagnosis of a defect and advise the Customer of the cause of the issue and how it intends to resolve the issue. ***Target Resolution of Defects: The Company will aim to resolve the defect within the corresponding time (measured from the earlier of the time of receipt of the Customer notification or the time Routeware becomes aware of the defect) for the Severity Level set out in the table above. 3. LIMITATIONS The resolution of defects does not include work addressing system limitations due to Customer system-related issues or issues caused by the Customer’s on-premises placement of any hardware or server. Further, this SLA and any applicable Service Levels do not apply to any performance or availability issues due to: (a) Scheduled maintenance where the Company has given at least two (2) business days’ notice in advance to the Customer, or (b) Circumstances beyond the reasonable control of the Company, including without limitation: acts of Government authority, war, sabotage, fire, flood, strike or other labor disturbance, failure of third–party software or equipment, or (c) Any act or omission of the Customer, or their authorized agent, including without limitation, negligence, willful misconduct, or use of the Company’s services in breach of the Agreement. Docusign Envelope ID: CA8705DF-3575-4273-B3E5-0EF60EBEB3C1