Incident Severity Levels and SLA's

Severity 1 (S1): Critical Impact. An emergency situation caused by an Incident that critically impairs a partner's business until it is rectified or a workaround is in place. Such Incidents are typically characterised by complete loss of connectivity by partner systems to the Coadjute Network and will cause material financial, reputational, compliance, or partner service impact (or significant increase in risk of impact) if not resolved quickly. Severity 1 applies strictly to a production environment.

Severity 2 (S2): Significant Impact. A detrimental situation caused by an Incident in which the partner system performance degrades substantially under reasonable loads; or key functionalities of the partner's service is not accessible without manual workarounds, thereby causing a significant impact on business operations. Severity 2 applies strictly to a production environment.

Severity 3 (S3): Moderate impact. The partner's service is impaired caused by an Incident, but still maintains key functionalities. The impacted component is not critical to the end-user, thereby causing little or no significant impact on business operations.

Severity 4 (S4): Minimal Impact. A noticeable situation, caused by an Incident, in which use of the partner's service is affected in some cosmetic or ergonomic way and has minimal impact causing no significant impact on business operations, or an issue which is reasonably correctable by a Documentation change or by a future, regular release from Coadjute.

Coadjute shall use commercially reasonable efforts to respond to all Incident reports as provided below.

Severity 1 (S1): Coadjute shall acknowledge Severity 1 calls within thirty (30) minutes from the time the Incident was reported. In addition, Coadjute shall, at Coadjute's expense, (a) immediately assign an appropriate number of qualified resources to reasonably work towards correction of the Incident 24-hours a day, 7-days a week until Coadjute has provided a functional workaround or permanent fix or the issue is no longer defined as Severity 1; and (b) regularly report on the status of the corrections if the issue remains after four (4) hours at a schedule agreed with partner. An appropriate number of partner contacts must be made available in Severity 1 situations and reasonably cooperate to help resolve the issue.

A Severity 1 issue may be immediately downgraded if one of the following occurs: (i) a functional workaround has been implemented that has enabled the partners service to restart and continue normal service; (ii) during the course of the investigation Coadjute determines that the Licensed Software is not the cause of the issue; (iii) partner confirms the severity level can be reduced for other reasons; or (iv) partner fails to provide appropriate resources to work with Coadjute at any time.

Severity 2 (S2): Coadjute shall acknowledge Severity 2 calls within two (2) Normal Business Hours from the time the Incident was reported. In addition, Coadjute shall, at Coadjute's expense, (a) promptly assign an appropriate number of qualified resources to work towards correction of the Incident until Coadjute has provided a functional workaround or permanent fix; and (b) report on the status of the corrections not less than every Business Day.

A Severity 2 issue may be upgraded if the workaround no longer hides the impact of the issue, or if the workaround does not work. A Severity 2 issue may be downgraded if one of the following occurs: (i) a permanent fix has been implemented to remove the need for the workaround; or (ii) during the course of the investigation it has been determined that the Licensed Software is not the cause of the issue; (iii) partner confirms the severity level can be reduced for other reasons; or (iv) partner fails to provide appropriate resources to work with Coadjute at any time.

Severity 3 (S3): Coadjute shall acknowledge Severity 3 calls within twelve (12) Normal Business Hours from the time the issue was reported. In addition, Coadjute shall, at Coadjute's expense, then assign an appropriate number of qualified resources to work towards correction of the Incident until Coadjute has provided a functional workaround or permanent fix.

A Severity 3 issue may be upgraded if the impairment spreads to key functionalities of the partner service. A Severity 3 issue may be downgraded if one of the following occurs: (i) during the course of the investigation it has been determined that the Licensed Software is not the cause of the issue; or (ii) partner confirms the severity level can be reduced for other reasons.

Severity 4 (S4) or Information Requests: Coadjute shall acknowledge Severity 4 calls within two

(2) Business Days from the time the issue was reported. Coadjute would normally undertake to address such issues in future releases. Coadjute shall respond to inquiries that do not involve the report of an Incident as soon as is practical, taking account of volumes of such queries and Incidents in process at the time. Coadjute will take all reasonable steps to provide an answer to the request.

A Severity 4 may be deemed to be closed or unresolved if one of the following occurs: (i) during the course of the investigation it has been determined that the Licensed Software is not the cause of the issue; or (ii) partner confirms the severity level can be reduced for other reasons.