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