24/7/365 SLA Extension

This 24/7/365 Service Level Agreement Extension (the "Extension") is incorporated into and forms part of the SkillsDB Software Services Agreement and the applicable Order Form (together, the "Agreement") between SkillsDB Inc. ("SkillsDB") and the Customer. The Extension applies only where (a) Customer has purchased the 24/7/365 SLA Extension on an Order Form and (b) Customer's Subscription Tier is Enterprise+. Where this Extension and the SkillsDB Standard SLA conflict, this Extension governs for the Services it covers; all non-conflicting terms of the Standard SLA continue to apply.

This Extension is the contractual basis for SkillsDB's Enterprise+ around-the-clock support offering. Standard tier support commitments are governed by the Standard SLA. Pricing and procurement are handled through Order Form; talk to Sales for details.

Contents

1. System Availability
2. Priority Codes
3. Incident Response Times
4. Service Level Warranty
5. Service Level Credits
6. Order of Precedence

1. System Availability

SkillsDB shall maintain 99.5% System Availability across the SkillsDB Platform. "System Availability" means the percentage of total time during which the SkillsDB Platform is available to Customer, excluding (1) scheduled maintenance during the hours of 12:01 AM to 6:00 AM Saturday or Sunday U.S. Eastern Time ("Service Hours"); (2) an occurrence beyond the control of SkillsDB or its hosting provider(s), including, without limitation, interruption or failure of telecommunication or digital transmission links, hostile network attacks, network congestion, denial of service attacks, failure of the Internet generally, or other failures; (3) errors or service interruptions caused by Customer's third-party service providers; and (4) Force Majeure events as defined in the Agreement. "Available" means the SkillsDB Platform is fully operational and able to receive, process, store and transmit Customer Data as needed. SkillsDB shall provide at least twenty-four (24) hours' notice in advance of scheduled maintenance by means of an alert in the administrative dashboard or email.

Recovery Time Objective; Recovery Point. Average recovery time of twelve (12) hours. Average recovery point of one (1) hour.

2. Priority Codes

• Critical: A critical priority is given to an incident (1) rendering the SkillsDB Platform inoperable or substantially degrading its performance, (2) resulting in a material adverse effect to Customer's business operations, or (3) resulting in financial liability due to operational or informational deficiency.
• High: A high priority is given to an incident not adversely affecting Customer's business operations or causing financial liability, but repeatedly or regularly affecting Customer's usage of the SkillsDB Platform and for which no workaround is available.
• Standard: A standard priority is given to an incident which does not impact Customer operation or use of the SkillsDB Platform, but a fix or workaround will optimize functionality or usage.

3. Incident Response Times

SkillsDB shall respond to requests from Customer for SkillsDB Platform or Services support 24 hours per day, 7 days per week, 365 days per year as follows:

• Critical: SkillsDB will respond to a Critical priority within four (4) hours after Customer has reported the incident to SkillsDB. SkillsDB will diligently work to resolve the incident and will follow up with Customer every two (2) hours until the incident is resolved. The incident will be resolved within twenty-four (24) hours unless otherwise agreed by the parties.
• High: SkillsDB will respond to a High priority within eight (8) hours after Customer has reported the incident to SkillsDB. SkillsDB will diligently work to resolve the incident and will follow up with Customer every twenty-four (24) hours or until the next scheduled contact time. High priority incidents will be resolved within three (3) days unless otherwise agreed by the parties.
• Standard: SkillsDB will respond to a Standard priority within thirty-six (36) hours after Customer has reported the incident to SkillsDB. Standard priority incidents will be resolved within fifteen (15) days unless otherwise agreed by the parties.

4. Service Level Warranty

Less than 99.5% System Availability over a calendar month entitles Customer to Service Level Credit as its sole and exclusive remedy set forth below.

5. Service Level Credits

Application of Credit. Customer must notify SkillsDB within thirty (30) days from the time Customer becomes eligible to receive Service Level Credits. Failure to comply with this requirement will forfeit Customer's right to receive a Service Level Credit. Service Level Credits for a single calendar month will be applied against the next invoice. In the event a Service Level Credit is incurred after expiration or termination of an Order, the Service Level Credit will be converted into days of SkillsDB Platform access added to the end of the Subscription Term. Service Level Credits may not be exchanged for, or converted to, monetary amounts.

6. Order of Precedence

In the event of conflict between this Extension and the Standard SLA, this Extension governs for the Services it covers. In the event of conflict between this Extension and the Agreement, the Agreement governs except as expressly modified herein.