SMART ENERGY SYSTEMS, INC - FOURTH AMENDMENT (#2024086)

14 4.Incident Prioritization and Response SLAs SEW provides Service Level Agreements (SLAs) for Level 3 Support issues in order to ensure timely responses to such incidents based on criticality and impact. The Initial Reaction Time shall be based on the severity or criticality of an incident, and the following incident classifications and definitions. SEW provides a response within such Initial Reaction Time. Such response may include information such as acknowledgement of the incident, provide tracking number or a response seeking additional informatio n from client. Incident Classification, Definition & SLA Incident Criticality Description Initial Reaction Time (SLA) Critical An incident is deemed Critical if it has serious consequences to normal business operations and business-critical work cannot be performed. It is generally characterized by the following: •System is completely unavailable or inaccessible to all users •A malfunction in the central system has made the software unusable •Majority or all Customers or Users experience a major issue, system down or outage that has stopped or prevents a key business process from taking place 1 Hour (24/7) Non-Critical An incident is deemed Non-Critical if it is minimally restricting normal business operations or may not be a business-critical incident. It is generally characterized as: •System is available and working however a minor bug or issue has been detected or discovered •Incident does not stop the user from performing daily business routines due to the availability of functionality, or the availability of a temporary or reasonable workaround •A minor visual or cosmetic problem on the user interface or a minor error in documentation or message displayed 4 Business Days (9AM-7PM CST) N/A •Questions or Clarifications or General Inquiries •Feature Enhancement or Change Request (CR) •Password resets, how to download, feature explanation, etc. N/A 5.Incident Reporting To report an incident, you may submit a ticket using one of the following methods: •at help.sew.ai, or •email support@sew.ai, IN ADDITION, TO REPORT AND SUBMIT A “CRITICAL” INCIDENT, THE CLIENT’S REPRESENTATIVE SHALL CALL 1-877- 400-7077 (US Toll Free) AND REGISTER THE INCIDENT WITH SEW’s LIVE-AGENT Before reporting an incident to SEW/Level 3 Support, the Client’s Level 2 personnel must collect as much of the following information possible and submit the following details: •Incident Type (Issue/Bug, Enhancement/Change Request, Question/Clarification) •Product and specific module (Product ex: SCM, Module Ex: My account) •Description of the Incident / issue including steps taken to reproduce the issue •Steps to reproduce the issue (and reproducibility of the issue) •Date and Time of Incident (When the issue began) •Criticality of the incident (Critical, Non-Critical, or Change Request) •Affected platform (Portal, Mobile) •Number of Users impacted •Platform and/or device type (e.g. iPad Air) •OS and OS version (iOS 12, Android O (Oreo) can be found in device settings) •Attach screenshots of the error (if applicable) 6.SEW System Maintenance The primary point-of-contact for the ongoing maintenance and support of the application is your client success manager. System maintenance is an undesired but necessary function of any IT system. SEW may, at its discretion, schedule a system maintenance window, during which time normal production services may not be available. Planned system maintenance windows are mutually EXHIBIT A DocuSign Envelope ID: 6EE86165-D6F1-4646-9E79-5B5C46F230E7Docusign Envelope ID: 8554268A-3B16-47CD-A583-5329ACD47579