GUARDIAN RFID (CODEX CORPORATION)

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GUARD%ANRFID Customer will contact GUARDIAN RFID in accordance with Section 8(c) of the Agreement. Each support incident is logged using GUARDIAN RFID's enterprise workflow management system, given a unique case number, and assigned a support representative. (b) Incident Priority. Each support incident is assigned a priority level, which corresponds to the Customer's needs and deadlines. GUARDIAN RFID and the Customer will work together to reasonably set the priority of each support incident pursuant to the table below. The primary goals of the table below are to (i) guide the Customer toward clearly understanding and communicating the importance of the issue,and(ii) describe the generally expected response and resolution targets in the production environment. References to a"confirmed support incident" mean that GUARDIAN RFID and the Customer have successfully validated and set the priority for the reported support incident. Priority Characteristics Incident Resolution Target Support incident that causes (a) complete application failure or GUARDIAN RFID will provide an initial response application unavailability; (b) to Priority Level 1 incidents within one (1) hour of application failure or receipt of the incident. Once the incident has 1 unavailability in one or more of been confirmed, GUARDIAN RFID will use Critical the Customer's remote commercially reasonable efforts to resolve such locations; or(c) systemic loss of support incidents or provide a circumvention multiple essential system procedure within eight(8) hours. functions.* GUARDIAN RFID will provide an initial response to Priority Level 2 incidents within four(4) Support incident that causes (a) business hours of receipt of the incident. Once 2 repeated, consistent failure of the incident has been confirmed, GUARDIAN High essential functionality affecting RFID will use commercially reasonable efforts to more than one user or(b) loss resolve such support incidents or provide a or corruption of data. circumvention procedure within five(5) business days. GUARDIAN RFID will provide an initial response Priority Level 1 incident with an to Priority Level 3 incidents within one (1) existing circumvention business day of receipt of the incident. Once the procedure, or a Priority Level 2 Incident has been confirmed, GUARDIAN RFID 3 incident that affects only one will use commercially reasonable efforts to Medium resolve such support incidents without the need user or for which there is an for a circumvention procedure with the next existing circumvention published maintenance update or service pack, procedure. which will occur at least quarterly. GUARDIAN RFID will provide an initial response Support incident that causes to Priority Level 4 incidents within two (2) failure of non-essential business days of receipt of the incident. Once 4 functionality or a cosmetic or the incident has been confirmed, GUARDIAN Low other issue that does not qualify RFID will use commercially reasonable efforts to as any other Priority Level. resolve such support incidents, as well as cosmetic issues,with a future version release. *Examples include:inability to create activity logs in database, and/or inability to access GUARDIAN RFID Command Cloud(excluding Internet access or Wi-Fi issues). Command Cloud Subscription Agreement 30 02024 GUARDIAN RFID.All rights reserved.GUARDIAN RFID is a U.S.registered trademark. Confidential&Proprietary.(Rev. 112024)