MORPHISEC’S MAINTENANCE AND SUPPORT POLICY IN EFFECT AS OF OCTOBER 2018

SEVERITY

DEFINITION

RESPONSE TIME (WITHIN)

1– Critical

Customer reports a Malfunction that:

(i) renders the Software totally inoperative; or

(ii) causes any material feature to be unavailable or substantially impaired; or

(iii) compromises overall system integrity or data integrity when the Software is installed and operational in a production environment (e.g., causes a system crash or hang, or causes loss or corruption of data); or

(iv) causes a complete failure of the Software.

3 hours

2 – High

Customer reports a malfunction that:

(i) renders a required program or feature of the Software partially inoperative or intermittently operative; or

(ii) degrades performance in a production environment.

8 hours

3-Medium

Customer reports a partial, non-critical loss of functionality that:

(i) renders an optional program of feature inoperative or intermittently operative; or

(ii) causes only a minor impact on Customer’s use of Software.

24 hours

4 -Low

Customer reports a malfunction that:

(i) has only a minor effect on Software functionality; or

(ii) cosmetic flaws; or

(iii) inquiries and questions about configuration and management of the Software.

72 hours



Except where Customer has purchased special Maintenance and Support Services in a separate contract or Order Schedule, then response times are effective during Maintenance and Support Hours only. A response time is a guarantee of communication timeframes only; Morphisec does not guarantee a Malfunction fix, workaround, or other final disposition within these timeframes.