Terms and Conditions

Last update: 8.2026

ENTERPRISE MASTER SUBSCRIPTION AGREEMENT

This Enterprise Master Subscription Agreement (together with any Exhibits attached hereto, this “Agreement”) is made by and between Siteam Tech Ltd. (“The company”) and the customer identified in the Order Form to which this Agreement is attached (the “Customer”).

Whereas, The company has developed and owns or obtained the required license to all rights and title to its proprietary Software-as-a-Service platform (the “The company Solution”), through which The company provides its customers to manage, monitor, and take end-to-end control over their construction project (the “Solution Services”).

Whereas Customer desires to obtain from The company certain Solution Services and additional services, as set out in the applicable Order Form and this Agreement, upon the terms and subject to the conditions as set forth therein.

Now, therefore, the Parties intending to be legally bound, hereby agree as follows:

1. The Services

1.1. Solution Services. In order for the Customer to use the Solution Services, it is required to connect The company Solution by providing The company with the relevant access credentials. It is clarified that all such Customer access credentials, and account configurations shall at all times be deemed Customer Confidential Information (as defined herein).

1.2. Modification of Services. The company may continuously update its Services with new capabilities or offerings or replace and/or discontinue some of the capabilities with others. Customer acknowledges and agrees that some of the features and capabilities may be experimental and/or offered in limited versions or limited locations. Customer’s sole remedy in the event of changes that reflect a material decrease in functionality is to terminate any affected subscription to the Solution Services. In such an event, Customer is required to provide The company with written notice of such termination not later than within 30 (Thirty) days of being notified of such adverse change, and The company shall provide Customer with a refund for the prepaid unused subscription fees.

2. Registration And User Account

2.1. Account Registration. To use the Solution Services, the Customer must register and open an account

(the “Customer Account”) through The company website or as otherwise directed by The company.

Registration may be performed in several ways, which The company may make available, such as through certain credentials (e.g., name, email, and password) or any other supported identity verification provider.

2.2. Account Security. Customer is responsible for maintaining the confidentiality of the login credentials (e mail, phone number and password or any other access method implemented by The company) of its Account for all activities that occur under such Account, except for use of or access to such Account by an unauthorized third party resulting from a breach of The company’s systems. We reserve the right to temporarily suspend any Account if we determine that Customer or anyone on their behalf is abusing such Account, or in the event such suspension is required to limit or prevent damages that may result from Customer's violation of this Agreement. Any suspension will be to the minimum extent required, and of the minimum duration, to prevent harm, and Customer shall be expressly notified about the suspension of the Services.

3. Subscription, Use Restrictions

3.1. The type and scope of the permitted use of the Solution Services are determined in an Order Form (“Subscription”). The Order Form shall specify the contemplated period of the Subscription (the “Subscription Period”). If the Customer wishes to extend the Subscription or increase its scope, the purchase of additional Subscriptions and capacity is required.

3.2. Customer Subscription. Subject to payment of subscription fees pursuant to the applicable Order Form, and unless otherwise agreed in writing between Customer and The company, Customer is hereby granted a world-wide limited, non-exclusive, non-assignable, non-tradeable, non-sub-licensable, revocable (in accordance with the terms hereof) right to use and access the Solution during the relevant Subscription only for the purpose of receiving and utilizing the Solution Services, and for Customer’s internal business purposes, all solely according to the terms in the relevant Order Form and this Agreement. Except as stated above, no other rights in The company Solution or the Solution Services are granted.

3.3. The company may make instructions, user guides, manuals, and release notes that describe the technical operation or use of The company Solution (“Documentation”) available to Customer for Customer’s internal use of the Solution Services in the scope of the Subscription. Unless the Documentation is separately referred to herein, all references in this Agreement to the The company Solution and/or Solution Services shall include the Documentation.

3.4. Use Restrictions.Customer may not and shall not permit any person, and/or any unauthorized third party to (i) copy, modify, distribute, publicly display, transfer or create derivative works of, adapt, emulate, translate, reverse engineer, compile, decompile, disassemble or reproduce The company Solution or any part thereof, for any purpose; (ii) remove or delete any or all copyright notices, restrictions and signs indicating proprietary rights of The company and/or its licensors, including copyright mark [©] or trademark [® or ™] contained in or accompanying The company Solution or Solution Services; (iii) transmit, distribute, display or otherwise make available through or in connection with the Services any content, including any Product Data (as defined below), in a manner which infringes third party rights, including intellectual property rights and privacy rights, or which may contain any unlawful content; (iv) knowingly transmit or otherwise knowingly make available in connection with use of the Services any malware or any other computer code, file, or program that may or is intended to damage or hijack the operation of any hardware, software, data, or telecommunications equipment, or any other actually or potentially harmful, disruptive, or invasive code or component; (v) interfere with or disrupt the operation of the Services, or the servers or networks that host them or make the Services available; (vi) access and/or use any part of the Solution or Services in order to build a competitive product or service; (vii) publish or disclose to any third party any quality, performance or benchmark test analyses relating to The company Solution or Services; (viii) bypass any measures which are used to prevent, control or restrict access to the Services and/or certain functionalities therein; (ix) knowingly infringe or violate any of the terms and conditions of this Agreement. You hereby agree that upon The company’s request, you will immediately return and purge from your systems all materials and copies of the same, collected, created, or used in breach of these Terms. This Agreement only gives Customer limited rights to use the Services as explicitly set forth hereunder, and The company reserves all other rights. The Customer may use the Services only as expressly permitted herein and in the Documentation.

4. Intellectual Property

4.1. Customer Intellectual Property. All Product Data (as defined below) is and shall at all times remain the property of the Customer. Unless specifically authorized in this Agreement or in writing by the Customer, and then only to the extent so authorized, The company shall not use the Product Data in any manner whatsoever.

4.2. The company Intellectual Property. Any proprietary and intellectual property rights in and to The company Solution and in the Solution Services, including in any of The company’s trademarks, whether or not registered and/or capable of being registered, and any and all Feedback as defined herein, but excluding any Product Data (collectively, the “The company Properties”), are owned and/or licensed to The company or its affiliates or licensors and are protected under applicable intellectual property laws.

4.3. Feedback. If Customer provides The company with any suggestions, comments or other feedback relating to The company’s Solution Services (collectively, “Feedback”), such Feedback is provided ‘As Is’ and is deemed as the sole and exclusive property of The company and Customer hereby irrevocably waives any moral rights Customer may have in such Feedback.

5. Data – Permitted Use and Restrictions

5.1. User Data. In the scope of the provision of the Solution Services, login credentials shall be collected, processed, and stored. Such login credentials shall be obtained directly from the Users who are the data subjects (“User Data”).

5.2. Use of Product Data. Customer hereby grants The company a non-exclusive, non-assignable, non-transferable license to use User Data and metadata, and information made available through The company Solution Services, which is necessary to provide the Services (together, “Product Data”), to provide Customer with the Solution Services.

5.3. Personal Data. The company and Customer hereby acknowledge and agree that to the extent any personal data (as such term is defined under any applicable law) is transferred by Customer to The company in connection with the Solution Services (“Customer Personal Data”), then (i) the collection, use, and processing shall be in accordance with any applicable laws, including, data protection laws, (ii) Customer shall ensure to make all necessary disclosures and obtain all required consents under applicable laws, in order to transfer such Customer Personal Data to Company for the purposes of performance of this Agreement, (iii) The company shall comply with all applicable laws in connection with its use of such Customer Personal Data provided to it by the Customer in connection with this Agreement, and (iv) to the extent necessary under applicable law, The company and Customer shall enter into a Data Processing Addendum which shall govern the collection and processing of any such Customer Personal Data.

5.4. Anonymous Information. Without derogating from the foregoing, Customer hereby grants The company a perpetual, irrevocable, non-exclusive, worldwide, royalty-free right and license to use Product Data that has been anonymized and that cannot be used to identify or otherwise understood to be related to Customer or any User, for the purpose of internal research or otherwise improving or enhancing the Services (or any part thereof).

5.5. Receipt of Approvals. Customer hereby agrees and represents that Customer has and will at all times during the Term hereof maintain all permissions and consents required to provide Product Data to The company for The company’s use in accordance herewith.

6. Confidentiality

Either party (a “Disclosing Party”) may disclose or make available to the other party (a “Receiving Party”) certain information regarding its technology, operations, and business (“Confidential Information”). The Receiving Party agrees to use reasonable industry-standard measures to protect the confidentiality of the Confidential Information and not disclose the Confidential Information to any third party or use any Confidential Information except as required to provide or use the Services or the Solution in the scope of the parties’ engagement hereunder. Confidential Information shall not include information that the Receiving Party can show by written evidence (a) was already lawfully known to or independently developed by the Receiving Party without access to or use of Confidential Information, (b) was received by the Receiving Party from any third party without restrictions, or (c) is publicly and generally available, free of confidentiality restrictions. The Receiving Party shall not be prevented from disclosing Confidential Information pursuant to a binding court order or similar binding legal requirement for disclosure, provided that, unless otherwise prohibited by applicable law, the Receiving Party provides the Disclosing Party with prompt notice of such requirement and cooperates in order to minimize such requirement. The Receiving Party shall restrict disclosure of Confidential Information to those of its employees and authorized service providers with a reasonable need to know such information, and who are bound by written confidentiality obligations no less restrictive than those set out herein. The Receiving Party shall, in any event, remain liable for any actions or omissions performed by its employees and authorized service providers, as if performed by the Receiving Party. Upon termination or expiration of this Agreement for any reason, The company shall return or permanently destroy all Product Data related to Customer in its possession, except to the extent retention of such Product Data is required by applicable law or maintained in accordance with The company’s standard backup and data retention procedures.

7. Fees; Order Form

7.1. Purchase from The company of Solution Services and other services made available hereunder by the Company may be done by the Parties’ mutual execution of a purchase order or as presented to the Customer on The company’s website at the time the Customer subscribes to the Solution Services (an “Order Form”). An Order Form may specify and include, among others, the fees payable in consideration for access to the Solution Services and other services made available hereunder by The company (“Fees”), the scope of such services, Subscription plan, Subscription Period, termination rights, additional payment, and billing terms.

7.2. Unless otherwise set forth in the applicable Order Form, Customer shall pay the amount of Subscription and services fees due to The company, added with any applicable VAT or sales taxes as set forth in the relevant Order Form. All Fees paid shall be non-refundable, except as expressly set forth otherwise in this Agreement or the applicable Order Form. In such case, Customer shall be entitled to a refund of prepaid fees for Solution Services not rendered due to such termination on a prorated basis from the termination date. The customer is responsible for payment of any taxes resulting from the payment to The company hereunder, except for The company's income tax, which is charged directly from The company. Unless otherwise specified in the applicable Order Form, all Fees are due and payable within thirty (30) days of the date of the applicable invoice.

8. Maintenance and Support

8.1. Unless otherwise indicated in the applicable Order Form, subject to payment of applicable service Fees, The company shall provide its standard support and maintenance services in accordance with the Service Level Agreement attached hereto as Exhibit A ("Support Services"). If Customer desires to receive enhanced support services that exceed the Support Services, such enhanced support services shall be governed by a separate Enhanced Support Services Agreement to be agreed upon in writing between the parties hereto.

8.2. Unless otherwise expressly indicated in the Order Form, the Support Services do not include, however, any configuration, installation, integration, customization, or other services (“Professional Services”) with respect to the The company Solution, Solution Services, not expressly provided in the Support Services. If Customer desires to receive any Professional Services with respect to the The company Solution or Solution Services, such Professional Services shall be governed by a separate Order Form and statement of work to be agreed upon in writing between the parties hereto.

9. Warranty; Disclaimers

9.1. Limited Product Warranty. The company warrants, for Customer’s benefit alone, that the Solution Services as provided by The company, if operated in accordance with the Documentation, The company's written directions and with this Agreement, shall (i) be free from material defects in design and construction, (ii) substantially comply with the specifications outlined in the Documentation, and that Support Services and Professional Services ordered hereunder, will be performed in a professional and workmanlike manner and by personnel that has the necessary skills and training to perform such services.

9.2. The Company warrants that it has the requisite authority to execute, deliver, and perform its obligations under this Agreement and that doing so will not violate any preexisting contracts or agreements.

9.3. It is agreed and acknowledged that the services may include or rely upon a complex computer software, the performance of which will vary inter-alia depending on the customer’s business applications, software interactions, network, customer’s configuration of the The company solution and other factors which are not controlled by The company and that except for the express warranties stated above, the services are neither fault tolerant nor free from errors, conflicts or interruptions and The company does not warrant or guarantee that the services will meet customer’s requirements, that the services will operate error-free, that customer’s use of the services will be uninterrupted, or that The company will correct all errors in the services. Except as otherwise set forth in section 9.1 above, the services including without limitation any documentation, content, materials, data and information made available therethrough or related thereto, are provided on an “as is” basis, and The company disclaims and makes no representations or warranties, express, implied or statutory including any warranty as to the use, performance, accuracy, fitness for purpose, or results of the solution or solution services, specifically – the solution and the solution services are intended solely for project management assistance shall not be relied upon for or decision-making related to project construction or other critical determinations. All content and information made available through the The company solution should be independently verified against original plans and specifications prior to making any decisions.

9.4. Exclusive Remedies. For any partial of complete unavailability of the Solution Services in breach of the warranties contained in Section 9.1, Customer’s exclusive remedy, and The company's entire and sole liability under this Agreement, shall be to comply and perform in accordance with the Support Services; provided that (i) Customer has fully paid all applicable undisputed Fees, and (ii) Customer has reported in writing to The company the claimed failure as soon as reasonably possible from discovery. The company will have no obligation or liability under this Section 9 if the Services have been: (i) altered, modified, or serviced other than by The company, on The company behalf or with The company’s written approval; (ii) used in a manner other than as permitted hereunder or as specified in the Documentation; or (iii) if Customer violated the restrictions set forth under Section 3.4 hereto.

10. Indemnification

10.1. Infringement Indemnification. The company shall defend, indemnify and hold harmless Customer at The company’s sole cost and expense, for any claim, suit, expenses, damages, or proceeding brought against Customer by a third party which alleges that the The company Solution or Solution Services, as delivered by The company, infringe any third party patent, copyright or other intellectual property right (a “Claim”). The company will pay the amount of any final judgment or court-approved settlement of such Claim awarded by a court of competent jurisdiction against Customer. Customer will give The company written notice promptly upon becoming aware of such Claim or threat of Claim, and allow The company to assume full control of the diligent defense and settlement of such Claim, provided that The company shall not enter into any settlement of a Claim which requires Customer to admit any wrongdoing or that otherwise does not relieve Customer of all liabilities directly associated with such Claim without Customer’s written consent, which consent shall not be unreasonably withheld.

10.2. Limitations on Indemnity Obligations. The company shall have no liability for any claim based upon: (i) unauthorized modification of the Services by Customer if the claim would not have arisen but for such modification; (ii) the combination, operation or use by Customer of the Services furnished under this Agreement with software not furnished or approved for such combination, operation or use by The company, if the claim would not have arisen but for such co-operation.

10.3. Remedies. Without in any way limiting The company’s obligations to indemnify and defend Customer under Section 10.1, in the event of a Claim, The company may, at its option and expense, either: (i) obtain for Customer the right to continue to use the Services; (ii) replace the Services with a product with substantially equivalent functionality; or (iii) modify the Services so that it becomes non-infringing, while maintaining substantially equivalent functionality. If (i), (ii), or (iii) above are not commercially practical, then The company shall be entitled to terminate this Agreement and any relevant Order Form. In such an event, The company shall give Customer a refund of prepaid fees on a prorated basis from the date the Services became unavailable for Customer’s use.

10.4. Customer shall defend The company at customer’s sole cost and expense, for any claim, suit, expenses, damages, or proceeding brought against The company by a third party resulting from an infringement of any rights of a third party by The company’s processing of customer’s Product Data as permitted hereunder (“A Claim Against The company”). The customer will pay the amount of any final judgment or court

approved settlement of such Claim Against The company awarded by a court of competent jurisdiction against The company. The company will give customer written notice promptly upon becoming aware of such Claim Against The company or threat of Claim Against The company, and allow customer to assume

full control of the diligent defense and settlement of such Claim Against The company, provided that customer shall not enter into any settlement of a Claim Against The company which requires The company to admit any wrongdoing or that otherwise does not relieve The company of all liabilities directly associated with such Claim Against The company without The company’s written consent, which consent shall not be unreasonably withheld.

11. Limitation of Liability

11.1. Except with respect to damages arising from either party’s breach of its confidentiality obligations hereunder, and except where prohibited by law, in no event shall either party and/or any of its affiliates be liable for any indirect damages, including without limitation, special, incidental or consequential damages of any kind.

11.2. Except with respect to (a) either party’s liability (i) caused by its breach of its confidentiality obligations under section 6, (ii) arising from an indemnifiable claim under section 10, (iii) arising from its gross negligence or willful misconduct; or (b) customer’s liability arising from breach of sections 3.2 and 3.4 hereunder, either party’s liability in connection with this agreement, shall in no event exceed the fees paid by customer to The company hereunder during the twelve 12 months period immediately preceding the date on which the cause of action arose.

11.3. The limitations, exclusions, and disclaimers in this section 11 shall apply to all claims for damages, whether based in an action of contract, warranty, strict liability, negligence, tort, or otherwise. Each party hereby acknowledges and agrees that these limitations of liability will apply notwithstanding the failure of the essential purpose of any limited remedy, and even if either of the parties and/or any of its affiliates has been advised of the possibility of such liabilities and/or damages.

12. Term and Termination

12.1. This Agreement shall enter into effect upon the Effective Date of the applicable Order Form, and unless terminated earlier in accordance with the terms hereof or any terms of termination expressly set forth and agreed upon between the parties in an Order Form, it shall continue until there are no Subscriptions in effect (the “Term”). Either party may terminate this Agreement and any applicable Order Form if the other party breaches its terms and such breach is not cured within thirty (30) days of the terminating Party’s written notice of such breach. Sections 3.4, 4, 5.3, 5.5, 6, 9, 10, 11, 12, and 13 will survive any termination or expiration of this Agreement and any Order Form.

12.2. Termination for Convenience. Customer shall have the right to terminate its use of the Solution Services in connection with a Subscription or a project at any time, provided that Customer provides The company with a prior written notice of at least thirty (30) days. In the absence of such notice, the Services and the applicable Fees shall continue until the actual receipt of the notice or until the expiration of the thirty (30) days prior notice period, whichever is later. For the avoidance of doubt, termination by the Customer under this Section shall not entitle the Customer to any refund of any subscription or service fees prepaid for the Subscription Period.

12.3. Upon termination or expiration of this Agreement and/or of the applicable Order Form, Customer must immediately cease using the Solution and the Solution Services, and either party shall promptly return to the other party and (or, if return of material is not feasible) purge its systems from any Confidential Information of the other party that it holds or has access to, and certify of the same in writing, except to the extent retention of such Confidential Information is required by applicable law or maintained in accordance with such party’s standard backup and data retention procedures.

12.4. View-Only Subscription. Notwithstanding the provisions of Section 12.3 above, upon the expiration or termination of the applicable Subscription, Customer shall have the option to purchase a limited, read-only subscription to the Solution Services, for the sole purpose of viewing and accessing historical Product Data related to the completed project ("View-Only Subscription"). The View-Only Subscription shall not permit any editing, modifying, uploading, or creation of new data within the Solution. The applicable fees and specific terms for the View-Only Subscription shall be set forth in a separate Order Form to be mutually agreed upon and executed by the Parties prior to the expiration or prior to the expiration or termination of the active Subscription.

13. General

13.1. Entire Agreement. This Agreement, including any Order Forms issued and executed hereunder, constitutes the entire agreement between the Parties hereto and supersedes all previous agreements or representations, written or oral, with respect to the subject matter hereof.

13.2. Relationship of the Parties. This Agreement does not, and shall not be construed to create any partnership, joint venture, employer-employee, agency, or franchisor-franchisee relationship between the parties hereto.

13.3. Governing Law and Jurisdiction. Any claim relating to the use of the Services will be governed by and interpreted in accordance with the laws of the State of Israel, without reference to its conflict-of-laws principles. Any dispute arising out of or related to your use of the Services will be brought in, and each Party hereby consents to the exclusive jurisdiction and venue of the competent courts of the City of Tel Aviv.

13.4. Assignment. Neither Party may assign, sublicense, or otherwise transfer any or all of its rights or obligations under this Agreement without the other Party's prior express written consent. For the avoidance of doubt, each Party may assign this Agreement to another entity (except that Customer may not assign this Agreement or any rights or obligations hereunder to a competitor of The company), in connection with a merger, acquisition, or sale of all or substantially all of its assets or shares, provided that such assigning Party provides prompt written notice of such assignment to the other Party.

13.5. Severability. If any provision of this Agreement is found to be unlawful, void, or for any reason unenforceable, then that provision will be deemed severable from these Terms and will not affect the validity and enforceability of any remaining provision.

13.6. No Waiver. No waiver by either party of any breach or default hereunder will be deemed to be a waiver of any preceding or subsequent breach or default.

13.7. Counterparts. This Agreement may be executed in several counterparts, each of which shall together constitute one and the same instrument.

Exhibit A

Maintenance and Support Services Level Agreement

This Maintenance and Support Service Level Agreement (“SLA”) sets forth the terms under which The Company offers support and maintenance services described herein (“M&S Services”) to its customer (“Customer”), in connection with the use of the Company solution and services (together, the “Solution”), as further detailed in the services agreement to which this SLA is attached (the “Agreement”). All capitalized terms not otherwise defined herein shall have the meaning ascribed to them in the Agreement.

1. Definitions

1.1 “Availability” means the time during which the Solution is not experiencing Downtime.

1.2 “Downtime” means time during which the Solution is not available for use and not due to Scheduled Maintenance.

1.3 “Scheduled Maintenance“ means periods during which The Company performs routine system maintenance, provided that The Company gives Customer at least three (3) business days’ prior notice of such maintenance, including by providing advance notice via email.

1.4 “Incident” shall mean any event of Downtime or any other malfunction of the Solution preventing it from complying with the Solution specifications to the extent such were agreed upon in the Agreement, and which is reported to The company in accordance herewith.

1.5 “Unexpected Events” shall mean: (i) circumstances beyond The company’s reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, armed conflict, embargo, fire, flood, strike or other labor disturbance, unavailability of or interruption or delay in telecommunications or third party services (including third party business applications), virus attacks or hackers, and failure of third party software used by The company; and/or (ii) circumstances resulting from Customer's or its users’ wrongful acts or omissions (or wrongful acts or omissions of others engaged or authorized by Customer).

1.6 “Working Hours” Means: Monday - Friday: 9:00 AM–6:00 PM ET. Excluding national holidays in the US.

2. The Company’s Help Desk

2.1 The Company’s customer support help desk (which can be contacted at support@siteam.io) (the "Help Desk") shall be available to Customer only during Working Hours. All Customer calls may be logged and recorded in The Company’s customer management system. Logging and recording allow the Company to track and resolve customer-specific issues. The Help Desk services are: receiving and responding to general queries, providing progress updates on Incident analysis and resolution, assisting and advising with respect to the operation of the Solution.

2.2 If remote access is requested by the Company for support purposes, and access is denied or delayed, or otherwise not made available to The company, the response times and fixing periods for any Incidents as mandated by the SLA will be prolonged to reflect the time required to obtain such access.

For certain Incidents, the Company may require that the Customer furnish sufficient information available to the Customer, as required to assist in resolving the specific Incident. Response times and time intervals for any such resolution will be prolonged to adjust for any Customer delay in the provision of such information to The company.

3. Out of scope of support services (Not under SLA)

SLA shall not be required to provide Support Services for Incidents resulting from any manner from:

3.1 Any material change in the Customer’s environment, system, hardware, or software, where such is not supported by The company;

3.2 Neglect or misuse of the Supported Solution, or Customer’s failure to install any required update or upgrade provided to the Customer by The company;

3.3 Any modifications or repairs performed by any person other than The Company or anyone acting on its behalf;

3.4 The use of the Supported Solution for purposes other than the purposes for which it was intended or designed, or with hardware, software, or connectivity services not approved by The company for such use.

4. Severity levels and response times

4.1 Incident Severity Classification Definition:

Severity: Critical (Severity 1)

Description: The service is down, all functionalities are not operational, and the issue is directly disrupting customer business operations, and no reasonable workaround is available.

Initial Response SLO: 2 hours

Action: Continuous reasonable efforts until the issue is resolved or a workaround is provided.

Severity: High (Severity 2)

Description: A major service functionality is impacted by an issue that is persistent and affects many users, and no reasonable workaround is available.

Initial Response SLO: 1 business day

Action: Work through the normal business day.

Severity: Medium(Severity 3)

Description: The SaaS is operational, with aminor impact on functionality for some or all users, and an acceptable workaround or solution exists.

Initial Response SLO: 3 business days

Action: Reasonable, as resources are available.

Severity: Low (Severity 4)

Description: Minor issues not impactingservice functionality.

Initial Response SLO: 6 business days

Action: Reasonable, as resources are available.

5. Customer Responsibilities

5.1 The company’s compliance with the terms and conditions of this Agreement and its requirement to provide services and support hereunder is fully conditional upon the Customer's full compliance with each of the obligations and responsibilities described herein or/and as contained within the Agreement, including but not limited to its payment obligations.

5.2 Customer shall (i) identify and document in full each problem with a Supported Solution necessitating any Support Service, and (ii) supply The company with all reasonable assistance necessary to demonstrate and allow The company to diagnose the problem.

5.3. Customer shall designate specific employees ("Customer Representative") who shall (i) be the sole Customer employees authorized to escalate problems to the Help Desk; and (ii) respond promptly to any reasonable requests for information from The company accordingly. The Customer Representative shall be available for communication with The company during all Support Services activities performed by The company hereunder.