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Page 4 of 4 REV. 06/15/2024 6. DEFINED TERMS • Critical Functions (P1) could include, where relevant, inability to process billing, generate invoices, accept and process payments, unable to run any system reports, Dispatch system is inoperable, frozen sessions, multiple devices with chronic crashes or failure of on-board computer tablets, etc. • Priority Level 2 (P2) functions still have a significant impact to the Customer’s business and could include, where relevant, Smart Truck failures fleet wide, a subset of drivers are having similar issues with tablets, a primary report is not functioning, etc. • Priority Level 3 (P3) issues are less severe, and often include professional services requests such as training, configuration assistance, issues with a workaround provided by the Company, general questions, etc. • Defect means any failure of a Product which: (i) does not result from any act or omission of the Customer, or their authorized agent, including without limitation, negligence, willful misconduct, or use of the Products in breach of the Agreement and; (ii) is not outside the reasonable control of the Company, including without limitation: acts of any government authority, war, sabotage, fire, flood, strike or other labor disturbance, failure of third party software or equipment. • Resolution and Resolve are references to the implementation of a permanent solution to a Defect. 7. INCIDENT RESPONSE and ROOT CAUSE ANALYSIS An incident is an unplanned interruption to the Products that is not a result of the Customer making configuration or other types of changes. Incidents may occur due to misconfiguration, corrupted data or service crashes, etc. In the unlikely event that an incident occurs to a Customer’s hardware or software solutions, an Incident Management Response Process is initiated in order to log, record and resolve the incident(s) as quickly as possible to restore the business process or service back to normal. As part of the Company’s Incident Management Response Process, an RCA (root cause analysis) is completed and will be provided to Customer upon request. Docusign Envelope ID: CA8705DF-3575-4273-B3E5-0EF60EBEB3C1