Item 26 - Agreement for Data Analytics and Visualization_20251126164046995

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Docusign Envelope ID: 9BDBD300-F972-4CC8-8D30-40FE04AAD195 `/ Peregrine Peregrine may update its support procedures and contact information from time to time upon reasonable notice to End Users. 6. Incident Classification and Response Times Incidents reported by End Users will be classified based on severity, and Peregrine will use continuous best efforts (for Severity 1 Incidents) or commercially reasonable efforts (for Severity 2 and 3 Incidents) to meet the target response, workaround, and resolution timeframes set forth below. Such timeframes are goals and not guarantees, and Peregrine does not warrant that every Incident will be resolved within the applicable target timeframe. Target Workaround Times, Target Permanent Fix Times, and frequent Status Updates are committed primarily for Severity 1 (Critical) Incidents. For lower -severity Incidents, Peregrine will provide commercially reasonable support during standard business hours and update End Users as appropriate based on business impact. Targeted Time to Permanent Fix Severity Level Level of Effort Initial Response Work Around (Goal) Status Updates Every 2 hours prior Continuous best Immediate, but in to work around and 1 (Critical) efforts, 24/7 no event to exceed 8 hours 3 calendar days every calendar day 30 minutes until permanent correction Every 6 hours prior Commercially to work around and 2 (Major) reasonable efforts, 1 hour 24 hours 5 calendar days every calendar day 24/7 until permanent correction Every 2 business Commercially days prior to work 3 (Minor) reasonable efforts, 1 business day 10 business days 20 business days around and every during normal calendar day until business hours permanent correction Severity Level 1 (Critical) means complete system inoperability affecting more than 50% of Peregrine users. Severity Level 2 (Major) means significant impairment of key features affecting more than 50% of Peregrine users. Severity Level 3 (Minor) means all incidents not classified as Severity Level 1 or 2. Target Initial Response Time means the period between the receipt of the support request by Peregrine and the first response from Peregrine acknowledging receipt and beginning initial assessment. Target Workaround Time and Target Permanent Fix Time, where applicable, refer to Peregrine's commercially reasonable efforts to provide a temporary or permanent resolution. Status Update Frequency refers to the target interval for Peregrine to provide updates on incident progress.