Service Level Agreement for Experience Support Services

This is the Service Level Agreement for Support Services (hereinafter, the “SLA”), which is agreed upon by you or your organization (the “Customer”) pursuant to the Customer’s Master Services Agreement and/or Order Form (the “Agreement”) entered into with BlueConic, Inc. and/or its affiliates (collectively, “BlueConic”). Any capitalized terms used, but not otherwise defined herein, shall have the meanings set forth in the applicable Agreement.

WHEREAS, BlueConic agrees to provide its standard level of support for the XP Service as described below, which will be delivered at BlueConic’s expense unless otherwise expressly set forth herein.

NOW, THEREFORE, the Parties agree as follows.

1. Support Services. Customers may submit requests for assistance from the BlueConic Support team. Such requests may include requests for guidance, seeking assistance, and alerting BlueConic regarding unintended behavior in the platform.

• Support Services Definitions. The following capitalized terms shall have the meanings defined below.

  • “Business Hours” are from Monday through Friday, 12:00 am E.T. to 7:00 pm E.T. / 06:00 C.E.T. to 01:00 C.E.T., excluding public holidays. A full holiday schedule can be found here.

  • “First Response” refers to the period between the time when the Support Request was reported in full, and the time when an acknowledgement via ticket was made by a BlueConic support agent.

  • “Support Request” is a support ticket submitted to BlueConic via an appropriate methodology of submission, as defined in Section 1(c) below.

  • “Support Services” refers to the standard level of Support Services that are provided to Customer in accordance with the terms and conditions of this Exhibit.

  • “Support” refers to the level of technical support provided by BlueConic.

• Support Options. BlueConic shall provide help desk, maintenance and other Support Services to Customer for the XP Service as outlined below (“Standard Support”). Customer will have access to the Standard Support package unless Customer opts into one of the Premium Support packages offered by BlueConic. Customer’s election of the applicable Support Services package will be detailed in the Order Form(s) applicable to the Parties’ Agreement. The Support Services shall be part of the overall services provided under the Agreement.

	Standard Support
Business Hours	Monday-Friday 2:30 am to 5:30 pm E.T. / 08:30 to 23:30 C.E.T.
Ticket Routing	Tickets are prioritized by Support Engineers
24/7 monitoring	No
First Response times	<1 business day (see table below for details)

• Support Requests. To request support, Customers may contact the BlueConic Support team by emailing support@blueconic.com.

  • The following information should be provided with any support requests to the extent that it is known.

    • User email address;

    • A detailed description of the issue, with as much reasonable detail as can be provided with reference to the problem in a clear step-by-step format;

    • A detailed description of the intention or goal of the user and what the user was hoping to achieve;

    • The name of your brand environment;

    • Builder URL;

    • Site URL, if embedded;

    • Status of launch, or date of launch if not yet live;

    • Any relevant attachments (i.e., screenshots, screen recordings, etc.); and

    • Priority of the request from the Customer's perspective using the table below to categorize the request.

Priority	Definition	First Response
Urgent	The operation of the platform has stopped or is impacted so Experiences are not or incorrectly delivered or accessible, or data collection is halted. Urgent requests include data corruption, unacceptable delays, or the inability for all users to access the platform.	<4 business hours
High	A loss of use of the platform. Features are unavailable with no acceptable workaround, or a feature generated an outcome that was not expected. Operations can continue even if only in a restricted fashion.	6 business hours
Normal	Requests for information, an enhancement, or documentation clarification regarding the platform. No impact on use or access to the platform.	1 business day

• The table above applies only to the following: Customer’s production Brand environment(s); tickets submitted to support@blueconic.com. For the avoidance of doubt, in-platform chat and tickets generated from in-platform chat do not apply to the target metrics listed in the table above.

• Support Requests lacking this information will not be considered part of any service level measuring report, except to the extent that such information is not available or known to the Customer. Resolution of a Support Request requires Customer’s reasonable availability to collaborate with BlueConic. If Customer breaks continual effort and is not responsive to BlueConic’s reasonable outreach or efforts, the request may be downgraded to a lower Priority. Additionally, resolution of a Support Request may include temporary relief, including advising or enabling the Customer’s business to operate the XP Service in an alternative manner until a more comprehensive solution can be provided.

5. Premium Support Packages.

• Expanded Premium Support. The Expanded Premium Support package is detailed below and in the Order Form(s) applicable to the Parties’ Agreement.

	Expanded Premium Support
Business Hours	Monday-Friday 2:30 am to 6:30 pm E.T. / 08:30 to 24:30 C.E.T.
Ticket Routing	Tickets are prioritized to our Tier 2 Support Engineers.
24/7 monitoring	No
First Response times	<8 business hours (see table below for details)

Tickets submitted through the support portal should include the priority as defined in the table below. If Customer does not assign, BlueConic will assess the priority and apply a level in its sole discretion.

Priority	Definition	First Response
Urgent	The operation of the platform has stopped or is impacted so experiences are not or incorrectly delivered or accessible, or data collection is halted. Urgent requests include data corruption, unacceptable delays, or the inability for all users to access the platform.	<4 business hours
High	A loss of use of the platform. Features are unavailable with no acceptable workaround, or a feature generated an outcome that was not expected. Operations can continue even if only in a restricted fashion.	6 business hours
Normal	Requests for information, an enhancement, or documentation clarification regarding the platform. No impact on use or access to the platform.	<8 business hours

• Priority Premium Support. The Priority Premium Support package is detailed in the table below and in the Order Form(s) applicable to the Parties’ Agreement.

	Priority Premium Support
Business Hours	Monday-Friday 2:30 am to 7:00 pm E.T. / 06:00 to 1:00 C.E.T.
Ticket Routing	Skip-the-line routing to our Tier 2 Support Engineers.
24/7 monitoring	Urgent tickets
First Response times	<4 business hours (see table below for details)

Tickets submitted through the support portal should include the priority as defined in the table below. If Customer does not assign, BlueConic will assess the priority and apply a level in its sole discretion.

Priority	Definition	First Response
Urgent	The operation of the platform has stopped or is impacted so experiences are not or incorrectly delivered or accessible, or data collection is halted. Urgent requests include data corruption, unacceptable delays, or the inability for all users to access the platform.	<1 hour 24/7
High	A loss of use of the platform. Features are unavailable with no acceptable workaround, or a feature generated an outcome that was not expected. Operations can continue even if only in a restricted fashion.	4 business hours
Normal	Requests for information, an enhancement, or documentation clarification regarding the platform. No impact on use or access to the platform.	4 business hours