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ConfidentialInternal (unencrypted) 6 InTime Confidential and Proprietary Internal Critical Severity Available: 24 hours/day, 7 days/week, via special toll-free number in North America. Description: A Customer detected critical Software error that renders the entire live InTime production system, or an essential part of it, inoperable or “down”. Initial Response: All support requests will be dispatched with call details and problem description within 5 minutes of receipt of support request. During Normal Support Hours, warm transfer immediate response if an InTime Support representative is available, otherwise a callback response within 15 minutes average, one (1) hour maximum. Outside of Normal Support Hours a callback response within eight (8) hours average, sixteen (16) hours maximum. Resolution Response: Once an InTime Support representative has made contact with the customer regarding the support request, InTime will work continuously to return the InTime production system to normal “up” operation, with an average resolution time of not more than eight (8) hours. Chargeable Service: If the Critical Severity support service is used by the Customer for non-critical support, then the service is chargeable at InTime’s current hourly support service rates. High Severity Available: Normal Support Hours Description: A Customer detected non-critical Software error in a module of the live InTime production system, which seriously impairs system operation but does not render it “down”. Non- critical Software errors exclude cosmetic, documentation, or reporting problems, and also questions regarding the operation of the software, its installation or training. Initial Response: During Normal Support Hours, immediate response if an InTime Support representative is available, otherwise a callback response within two (2) hours. However, if the request is made within the last hour of the day or after the close of day, then within the first two (2) hours of the next Normal Support Hours day. Resolution Response: InTime will work continuously to restore system operation within Normal Support Hours. Normal Severity Available: Normal Support Hours Description: All other Support requests not described above. Initial Response: During Normal Support Hours, immediate response if an InTime Support representative is available, otherwise a callback response within four (4) hours. However, if the request is made within the last four hours of the day or after the close of day, then within the first four (4) hours of the next Normal Support Hours day. Resolution Response: InTime will correct documentation errors in upcoming releases of the documentation. InTime will provide Software error corrections in the course of its standard development and upgrade methodology for the Software. Docusign Envelope ID: 2C28DE70-6E07-4A01-BD32-F3CE0E07B6CF