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Service Legal Agreement

This Service Level Agreement (“SLA”) is incorporated by reference and forms part of the Agreement entered into by and between Cybersoft, Inc. (“Cybersoft”) and “Client” as provided in Section 5.5 thereof.

Services and System will achieve Services and System Availability of at least 99.9 % during a 24/7 commitment

period “System Availability” means the number of minutes that the key components of SafeboxIQ are operational as a percentage of the total number of minutes of engagement, excluding downtime resulting from (a) scheduled maintenance, (b) events of Force Majeure, (c) malicious attacks on the system, (d) issues associated with the Client’s computing devices, local area networks, internet service provider connections or Amazon S3 storage solution, or (e) inability to deliver services because of acts or omissions of Client or any employee or officer designated by Client who is a credentialed SafeboxIQ user. Cybersoft reserves the right to take the SafeboxIQ offline for scheduled maintenance for which Client has been provided reasonable notice and Cybersoft reserves the right to change its maintenance window upon prior notice to Client.

Cybersoft shall address Services and System faults as follows:

Definitions

“Error” refers to any failure of the production system to perform as required with the functionality at issue.
“Resolution” refers to a solution that returns the production system to material compliance with the functionality at issue.
“Response” refers to an e-mail, telephone, or in-person acknowledgment of a technical support request.
“Workaround” refers to a change in the procedures followed or data supplied by Client to avoid an Error without substantially impairing Client’s use of SafeboxIQ.

Level of Error

Level 1 Error. Production system is creating a significant impact to the Client’s business function preventing that function from being executed.

Level 2 Error. Production system or SafeboxIQ is moderately affected. There is no workaround currently available or the workaround is cumbersome to use.

Level 3 Error. The production system or SafeboxIQ issue is not critical: no data has been lost, and the system has not failed. The issue has been identified and does not hinder normal operation, or the situation may be temporarily circumvented using an available workaround.

Level 4 Error. Non-critical issues, general questions, enhancement requests, or the functionality is not as described.

Response

Cybersoft will Respond within 2 business hours.

Cybersoft will Respond within 4 business hours.

Cybersoft will Respond within 16 business hours.

Cybersoft will Respond within 48 business hours.

Resolution

Upon confirmation of receipt, Cybersoft’s Technical Support Group shall begin continuous work on the

problem, and a customer resource must be available at any time to assist with problem determination.

Cybersoft’s Technical Support Group will provide reasonable effort for Workaround or Resolution within 24 hours, once the Problem is reproducible or once identified as a SafeboxIQ defect. Cybersoft may incorporate the Resolution in future release of software.

Cybersoft’s Technical Support Group will provide reasonable effort for Workaround or Resolution within 7 business days, once the Problem is reproducible. Cybersoft may incorporate the Resolution in future release of SafeboxIQ.

Customer Support will provide reasonable effort for Workaround or Resolution within 14 business days, once the Problem is reproducible. Cybersoft may incorporate the Resolution in future release of SafeboxIQ.

Resolution of Problem may appear in future release of SafeboxIQ.

Cybersoft’s Helpdesk Monitoring and Technical Support Group will be available at the following times:

Service Element

Support Coverage and Special Procedures

Helpdesk Monitoring

7:00AM to 7:00PM PST (M-F)

7:00AM to 12:00PM PST (Sat)

Operations Support Group

7:00AM to 7:00PM PST (M-F)

7:00AM to 12:00PM PST (Sat

Support Outside of the

Operations Support Hours

For production issues or assistance required beyond the regular support Hours mentioned above, see Escalation Procedure below

Application Maintenance

24/7 with a 4-hour Target (counted during local office hours)

1. Trouble Ticket Management for All Error Levels

a. Reporting of all Error Levels that affect the Services shall be exchanged between Client and Cybersoft. These Errors shall be recorded and tracked through Cybersoft’s Helpdesk Ticket System.

b. When one Party has cleared an Error, positive confirmation shall be given the other party.

c. Level 1 Error consists of a difficult fault that will need joint investigation by the two parties; when this happens both parties shall coordinate and assist whenever possible.

2. Trouble Ticket Management for Level 1 Error (Emergency Support)

a. Level 1 Error consisting of Critical or major faults encountered shall be treated with priority.

b. Updates shall be provided every ten (10) minutes upon the identification of its severity state.

3. Trouble Ticket Handling

a. All inquiries involving will be assigned a Ticket number. Succeeding discussions and follow-ups relating to the ticket number shall be conveyed through the Ticket thread.

b. Any system-related issues should be raised to the contact persons indicated in this document. All issues should be sent to the Support Email Address, where it will be automatically imported to Cybersoft’s Help Desk system to categorize and track the progress of the issue.

c. In cases where there is a critical issue, Client may immediately call the Primary and Secondary contact persons for immediate assistance after sending an email to the Support Email Address:

i. Support email address: support@safeboxiq.com
ii. Primary Contact Person: ruby.ril@safeboxiq.com
iii. Secondary Contact Person: dave@cybersoftbpo.com

Cybersoft may revise the SLA on a thirty (30) days’ written notice to Client, but only to the extent that Cybersoft

revises service level agreements for its customers generally.

This SLA is effective as of the date of execution of the Agreement.