Maintenance and Support Services Level Agreement

This Maintenance and Support Service Level Agreement (“SLA”) sets forth the terms under which Addressable Ltd. (“Company”) offers support and maintenance services described here in (“M&S Services”) to its customer (“Customer”), in connection with the use of the Company solution and services specified in Appendix B here to (together the “Solution”) as further detailed in the subscription agreement to which this SLA is attached (the “Agreement”).

All capitalized terms not otherwise defined below, shall have the meaning ascribed to them in the Agreement.

• 1. DEFINITIONS:

• 1.

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

• 2.

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

• 3.

  “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 Company in accordance herewith.

• 4.

  “Scheduled Maintenance” shall mean (i) regularly scheduled maintenance from [0900] A.M. to [1800]A.M. (GMT+3) on any Sunday; and (ii) other times during which Company will perform routine systems maintenance, provided, it has notified Customer at least 1 business day in advance of such routine maintenance.

• 5.

  “Temporary Fix” means a relief to an Incident that neutralizes it temporarily or reduces the severity of it by means of rollback to previous version, configuration change or hot fix, hot patch, bug fix, service pack or other workaround.

• 6.

  “Permanent Fix” means a restoration of the Solution to functional state.

• 7.

  “Unexpected Events” shall mean: (i) circumstances beyond 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, virus attacks or hackers, and failure of third party software used by Company for which there is no reasonable alternative which could have been used for redundancy; 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).

• 8.

  “Working Hours” Means Sunday to Friday, from [0900] a.m. to [1800] p.m. EST

• 2. M&S SERVICES MISSION

Company’s mission is to provide our customers with services that will allow them to quickly identify and remedy any issues with their access or use of the Company Solution.

Supported Customers may receive assistance in accordance herewith, in the following areas of service:

• •

  Product Usage:
  

• •

  Assistance with day-to-day administration and implementation of Company’sSolution.

• •

  Incident Diagnosis:
  

• •

  Analysis of Company Solution errors and problems, identification and isolation of root causes and tracking the status of existing Incidents.

• •

  Problem Resolution:
  

• •

  Remediation and workarounds for Incidents with respect to the Solution.

• 3. COMMUNICATION PROCEDURE

Company’s obligations under this SLA, are dependent on Customer’s compliance with the terms and conditions of the Agreement.

The Customer is obliged to notify Company of any Severity Level 1 and Severity Level 2 Incidents, immediately after it becomes aware thereof, by email and phone.

• 4. COMPANY’S HELP DESK

• 1.

  Company’s customer support help desk (the contact details for which are as specified in Appendix A hereto) (the "Help Desk") shall be available to Customer, 9 hours a day, 6 days a week with non-automated response only during Working Hours. All Customer calls/chats may be logged and recorded in Company’s customer management system. Logging and recording allows Company to track, and resolve Customer specific issues.

• The Help Desk services are:

• 1.

  Receive reports on Incidents

• 2.

  Receive and respond to general queries

• 3.

  Provide progress updates on data analysis requests

• 4.

  Coordination of emergency support

• 5.

  Assistance and advice with respect to operation of the Solution

• 2.

  A Customer Representative, (as such term is defined in Section 9.3) that refers a problem to the Help Desk, will be given a ticket number. Company shall then classify theIncident’s severity in accordance with the severity matrix as detailed below). After classification Company shall provide Support Services with respect to the Incident in accordance with such classification, and further in accordance herewith and with theAgreement.

• 3.

  In order to perform diagnostic testing, fault isolation and Incident handling under thisAgreement, Customer shall provide Company with remote access to any site that reports a problem with reasonable bandwidth adequate for the need to remotely diagnose, test and correctIncidents. If remote access is requested by Company for support purposes, and access is denied or delayed, or otherwise not made available to 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, Company may require that the Customer furnish sufficient information available to Customer, as required to assist a resolution to 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 Company.

• 5. OUT OF SCOPE OF SUPPORT SERVICES (NOT UNDER SLA):

Under this SLA Company shall not be required to provide Support Services for Incidents resultingin any manner from:

• 1.

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

• 2.

  Neglect or misuse of the Supported Solution, or Customer’s failure to install anyrequired update or upgrade provided to the Customer by Company;
  

• 3.

  Modifications or repairs performed by any person other than Company or on itsbehalf;
  

• 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 byCompany for such use.
  

• 6. SEVERITY LEVELS AND RESPONSE TIMES

• 1.

  Incident Severity Classification Definition:
  

• 7. AVAILABILITY

Excluding Unexpected Events, the Supported Solution will be available at least 99.5% (nighty nine and a half percent) of the time as measured on a monthly basis. Availability will be measured by Company using an industry standard monitoring tool and may be viewed at the service availability dashboard here: https://status.addressable.io

• 8. MAINTENANCE AND RELEASES
  

• 1.

  In case Company releases an emergency release or patch, Customer will be obliged to promptly install such emergency release. Failure to do so may, at the discretion of Company, invalidate Company’s commitment to the response times set forth in this SLA.

• 9. CUSTOMER RESPONSIBILITIES
  

• 1.

  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.

• 2.

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

• 3.

  Appoint specific named employees (the "Customer Representative") who (i) will be the only Customer employees authorized to refer a problem to the Help Desk; (ii) will promptly respond to all reasonable requests for information from Company in accordance herewith. The Customer Representative will be available for communication with Company during any Support Service activities undertaken by Company hereunder.

• Appendix A – Problem Report Process & Contacts
  

• 1.

  Company’s Help Desk communication channels:

• 1.

  CSM Jira ticketing system: available directly via the platform (click on the question mark on the bottom left to open a ticket)

• 2.

  Email: support@addressable.io

• 3.

  DM channels: a unique Telegram or Slack channel per customer is opened in the onboarding process for direct messaging

• 2.

  Company’s Ticketing System: CSM Jira

• Appendix B – Supported Solutions
  

• 1.

  Addressable’s Web3 Growth Platform – The company’s SaaS solution for marketing, attribution and market research.