Service Level Agreement

SERVICE LEVEL AGREEMENT

1. Service Level Agreement (SLA)

This Service Level Agreement ("SLA") is subject to the Agreement between Enso and Customer. "Agreement" means the Software License and Services. Agreement located at https://www.ensoanalytics.com/agreements/slsa, unless there is a signed agreement between the parties, in which event the signed agreement will be deemed the "Agreement".

At all times during the Subscription Term of the Agreement and for all Renewal Terms (if any), Enso's level of performance will meet or exceed the quantitative and qualitative performance standards for certain of the Enso Support Services as such standards are identified in this SLA. Capitalized terms used in this SLA but not expressly defined in this SLA will have the meanings ascribed to them in the Agreement.

2. Definitions

• "SaaS Infrastructure" means the physical servers, storage, and networking equipment that are hosted and managed by Enso to deliver the Enso SaaS Services.

• "Software" means the Enso Software installed on Customer's infrastructure.

• "Network" means the communications paths from the infrastructure to the router(s) providing the outside interface to each WAN interface and the communication paths from the infrastructure to the Enso SaaS Services.

• "Scheduled Maintenance" means maintenance for which Customer has been notified in advance by Enso and which maintenance will take place during the Scheduled Maintenance windows set out in Section 4 of this SLA.

• "Scheduled Maintenance Time" means the measure of time in minutes when the Enso SaaS Services may become unavailable to Customer for purposes of Scheduled Maintenance.

• "Error" means any verifiable and reproducible failure of the Product to materially conform to such Product's functional specifications set forth in the documentation, as such documentation may be revised from time to time by Enso. The term "Error" shall not include any such failure that (i) results from Customer's misuse or improper use of the Product, (ii) results from Customer's combination or merger of the Product with any hardware or software either not supplied by Enso or not authorized in the documentation to be combined or merged with the Product, (iii) does not materially affect the operation and use of the Product, (iv) results from the modification by Customer of the Product or (v) results from Customer's failure to implement in a timely manner any Upgrade.