Service Level Agreement

The Data & More solution is a data compliance solution that will identify, inform and clean-up sensitive data. The solution is not considered a business-critical solution, and if the solution is off-line for short periods this will have minimal or no effect on meeting clean-up deadlines, as the solution often has several weeks or longer to identify potential non-compliant data before they meet the threshold for deletion. Therefore, the service levels are made to match the relevant level of service for a solution that is not business critical.

Standard Support is included with every Data & More license subscription at no additional cost. It covers the baseline services needed to use the solution.

Standard Support includes:

• Access to the Data & More support portal and email support during business hours
• Access to the online knowledge base, documentation, FAQs, tutorials and training materials
• Response to Support Cases within the Standard Support target response times set out in Table 1
• Best-effort resolution of Support Cases in accordance with Table 2
• Up to four (4) Named Support Contacts
• Support for the current version of the solution
• For SaaS-hosted customers: automatic upgrades to new major releases at no additional cost (see upgrades below)
• Hours spent are billed according to the contract

The Plus Subscription is an optional upgrade to Standard Support, provided for the fee stated in the software subscription agreement. It includes everything in Standard Support, plus the additional activities listed in this section, the related hours and assistance, and the faster response times shown in Table 1. The purpose of the Plus Subscription is to ensure that customers receive the ongoing assistance they need to get the maximum value from the solution.

The Plus Subscription covers the standard services involved in technical implementation, kick-off meetings, workshops, configuration, setting up exceptions, ongoing support, and training of the customer's support team. It also includes help with insight requests, monitoring of files marked as false positives or false negatives, and continuous updates and improvements to the standard classification.

If a customer has tasks outside the standard activities of the Plus Subscription (e.g., custom code development or other highly specific work), Data & More will notify the customer that the work falls outside the Plus Subscription and will agree with the customer on how to proceed. Unless Data & More provides such notice, all support, including hours spent, is included in the Plus Subscription.

Plus Subscription includes:

Coordination

• Meeting notice
• Follow-up
• Status

Engineering and infrastructure

• Infrastructure meetings
• Setting up environment for the solution
• Connecting data sources and accounts
• Continuous monitoring and optimization of performance
• Upgrading the solution for new versions

Configuration, optimization and cleanup

• Kick-off meetings, workshops, ad-hoc meetings, and status meetings for standard deletion setup
• Introduction to the solution
• Standard configuration and setup
• Source handling
• Exceptions handling
• Deletion rules configuration
• Help assigning custodians to sources that do not have a clear owner (e.g. file drives)
• Customer-specific texts for employee email
• Setting up employee cleanup summary
• Setting up overview for the compliance manager
• Setting up the built-in analytics
• Provisioning for the send out to end-users
• Optimizing the configuration for send out
• Status from send out
• Possible training of customer support function

Insight requests

• Discovery of datasets by insight requests based on search criteria
• Overview for the compliance officer with the found datasets

Support

• Ongoing support and answers to questions
• Access to support documentation and videos
• Access to the support ticket system

Data & More offers a support system consisting of a ticket portal, an online knowledge base, and a standardized procedure for logging support requests. The individual components are described below.

Support ticket portal

Data & More provides a staffed support portal to support Customer's Named Support Contacts. See "Support Cases" below for more information. "Named Support Contacts" means a Customer representative who has been part of the Data & More implementation process or has otherwise been trained in Data & More solution.

https://tickets.dataandmore.com

Knowledge base

Data & More's online documentation includes technical documentation, FAQs and articles. Documents cover a range of Data & More construction levels and topics, relevant conceptual articles, tutorials, training materials and more.

https://support.dataandmore.com/en/knowledge

Support Cases

Incidents and questions should be reported through the support portal or by e-mail to: support@dataandmore.com

Support requests can be submitted to Data & More at any time, and each support request will be handled in accordance with the service levels listed in Table 1 below. Only support contacts designated by the customer may open support cases, and the customer may have no more than four (4) designated support contacts at any given time.

The Support Case shall contain, to the extent known, applicable and/or possible:

• (i) The name of the Solution to which the customer is subscribed
• (ii) The name/type of affected incident
• (iii) The customer contact name, email address if available, telephone number
• (iv) The nature of the problem, a description of the problem and the customer's classification of the problem

The customer will provide Data & More with as much information as possible to enable Data & More to investigate and attempt to identify and verify the reported maintenance issue.

The customer will cooperate with Data & More's support staff to a reasonable extent and in a timely manner while the support case is being processed.

Support Lifecycle

Data & More shall support the current version of the solution. Customers with older versions must upgrade to the current version to receive support.

Data & More categorizes Support Tickets by the business impact of the incident or question on the customer, using the Severity Levels defined in Table 1 below. Table 1 sets the target response times for each severity under Standard Support and the Plus Subscription; Table 2 sets the corresponding resolution commitments.

Target Response Times

Data & More shall provide an update on the investigation, resolution, or escalation of the Support Ticket within the response times set out in Table 1 below based on the Severity (as defined below) of the Support Ticket.

Support Ticket Resolution

Data & More will seek to address a Support Case in accordance with the standards set out in Table 2 below. Upon the effective date of the Support Agreement, Data & More shall provide the customer with contact information for issue escalation.

Business Days are calculated as any day other than a Saturday, Sunday or national holidays.

Business Hours are calculated as follows: Europe: 09:00–16:00 (CET). Business Hours for other regions, if applicable, are set out in the software subscription agreement.

Scheduled maintenance

Data & More may perform scheduled maintenance on the hosted solution to deploy upgrades, patches and infrastructure changes. Scheduled maintenance is normally carried out outside Business Hours and is announced in the support portal at least five (5) Business Days in advance. The solution may be unavailable during scheduled maintenance windows; such downtime does not count as a Support Case. Customers may request specific maintenance windows by contacting Data & More support.

Emergency maintenance

Data & More may perform emergency maintenance without advance notice where required to address a security vulnerability, prevent data loss, or restore service. Data & More will notify affected customers as soon as reasonably practicable and limit the duration and scope of any emergency maintenance to what is necessary.

On-premise customers

Customers who host the solution themselves are responsible for scheduling and performing maintenance on their own environment. Data & More will make releases and patches available through the standard distribution channels.

When a major upgrade is released, the solution must be updated. The new release often contains additional functionality to help organizations with data compliance - and correction of bugs (if relevant).

For customers where the solution is hosted by Data & More, time spent on upgrades is included in the software subscription.

For customers who host their own Data & More solution, upgrade assistance is included in the Plus Subscription. Where upgrades cannot be applied automatically, additional hours are billed at Data & More's then-current hourly rate.

The Custom assistance subscription covers all hours and assistance Data & More spends with the customer to build and maintain customer-specific classifications or services. The additional fee must be stated and priced in the main software subscription agreement, if the customer would like this service. Data & More will provide a subscription prices based on analysis of the specific needs and requirements of the customer. The specific price will be stated in an offer and in the subscription agreement if applicable.

The purpose of the subscription is to extend the standard plus subscription with additional classification and or custom support for specific needs. This includes:

• Workshops in which the customer defines which custom things are needed
• Possible Development of the custom classifications by Data & More based on the examples and requirements agreed in the workshops
• Validation workshops to review and refine the custom classifications or flows with the customer before deployment
• Ongoing maintenance of the custom classifications or flows, including adjustments based on end-user feedback on false positives and false negatives
• Continuous tuning of the classifications as the customer's data and requirements evolve

Custom classifications and services require ongoing maintenance as end users interact with classified files and flag false positives and false negatives. The Custom Subscription is therefore an ongoing service for the duration of the software subscription.