SERVICE LEVEL AGREEMENT (SLA)

This Service Level Agreement (this “SLA”) is a policy governing the Managed Services and applies separately to each Customer using the Managed Services. In the event of a conflict between the terms of this SLA and the terms of the Master Agreement or other agreement with phData governing a Customer’s use of the Managed Services, the terms and conditions of this SLA apply. Capitalized terms used herein but not defined shall have the meaning set forth in the Master Agreement.

1. Managed Services Support - In General.

Customer or phData, as applicable, will use the mutually agreed upon ticketing system to enter all Managed Services support activities as either: (1) an Incident; or (2) a Task. phData will use commercially reasonable efforts to respond to Customer’s request for support of the Managed Services in accordance with this Agreement. However, phData does not guarantee that every request for support will be fulfilled within the time periods prescribed in the tables below.

Incident - SLAs

Priority Level

Initial Response Target

Update Frequency Target

Priority Level 1 (P1)

Within 1 Support Hour

Every 4 Support Hours

Priority Level 2 (P2)

Within 2 Support Hours

Every Support Day

Priority Level 3 (P3)

Within 8 Support Hours

Every 3 Support Days

Task - Interaction Expectations

Task Level

Hourly Effort

Minimum Notice

Small Tasks

Less than 1 Support Hour

1 Support Day

Medium Tasks

Less than 5 Support Hours

3 Support Days

Large Tasks

5 to 10 Support Hours

5 Support Days

Project Tasks

Greater than 10 Support Hours

14 Support Days

Support Day and Support Hour Definitions Table

Service

Support Day

Support Hour (Central Time)

24/7 Service

Every Day

Every Hour

24/5 Service

Monday through Friday, excluding holidays observed by phData

12:00 a.m. to 11:59 p.m., excluding weekends

8/5 Service

Monday through Friday, excluding holidays observed by phData

9:00 a.m. to 5:00 p.m.

For purposes of this Agreement, “Incident” means a concern or issue with the Serviced Data Products requiring phData Managed Services support generated by the Customer, phData, or an automated monitoring system alert. Incidents are generally reactive in nature and will be addressed in accordance with the “Incident – SLAs” table above. Incident resolution involves triage and restoration of services while root cause analysis is handled as a Task as described below.

For purposes of this Agreement, “Task” means an activity requiring phData Managed Services support that identifies a future need of Customer, including assessments, coaching, architecture and design, infrastructure-as-code, or provisioning associated with the Serviced Data Products. Tasks are generally proactive in nature and will be addressed in accordance with the “Task – Interaction Expectations” table above.

Customer may request support for the Managed Services via: (1) email, using the email address assigned to Customer for the Managed Services; (2) an alert generated by the monitoring system(s); or (3) communications at the weekly, monthly, and quarterly status and review meetings. phData will respond to Customer via support ticket, email, or telephone conference depending upon the support request and in accordance with any procedures established between phData and Customer and this Agreement. phData has the sole right to determine, in its reasonable discretion, (a) what constitutes an Incident, and (b) when an Incident is deemed to be resolved.

2. Managed Services Support - Incidents & Tasks

2.1  Incident Priority Levels. phData personnel will be assigned, and will prioritize, Incidents subject to the following priority levels:

2.2  Task Levels. phData personnel will be assigned, and will prioritize, Tasks subject to the following Task levels and in accordance with the “Task – Interaction Expectations” table above:

2.2  Incident Exceptions. phData will use commercially reasonable efforts to resolve Incidents related to Customer’s Serviced Data Products; provided, however, that phData has no obligation to respond to an Incident within the timeframe prescribed in the “Incident – SLAs” table above relating to an Incident that, in whole or in part, arises out of or results from any of the following:

3. Customer Obligations.

3.1  Customer shall maintain a vendor support agreement with all required vendors associated with the Serviced Data Products and shall provide a copy of such agreement upon request from phData.

3.2  Customer shall name phData personnel as named users under any relevant vendor support agreements.

3.3 Any required Customer personnel will be available during Support Days and Support Hours to provide support to phData personnel in order to resolve the Incident.

3.4  If Customer requests support for a P1 via email, then the email subject line must contain the word “SHOWSTOPPER” for proper categorization.

4. Definitions.

1. “Cloud Infrastructure” means the Amazon Web Services, Microsoft Azure, or Google Cloud Platform compute, storage, database, and networking services.

2. “Managed Services” means the services performed by phData pursuant to an applicable Statement of Work.

3. “Master Agreement” means a services agreement between phData and Customer.

4. “Serviced Cloud Data Pipeline(s)” means Customer’s custom data pipeline or custom application for which it has purchased Managed Services support from phData.

5. “Serviced Cloud Environment(s)” means Customer’s AWS data infrastructure components for which it has purchased the Managed Services support from phData.

6. “Serviced Data Products” means the Serviced Cloud Environment(s), Serviced Cloud Data Pipeline(s), or Serviced Environment(s) supported by phData.

7. “Serviced Environment(s)” means Customer’s CDP, HDP, Cloudera Enterprise, CDF, StreamSets, or Kafka clusters for which it has purchased the Managed Services. The Serviced Environment(s) does not include components deployed in network locations that are remote from the applicable CDP, HDP, Cloudera Enterprise, CDF, StreamSets, or Kafka management services, including, without limitation, the deployed location of Apache Ambari or Cloudera Manager, as applicable.

8. “Support Day” has the meaning ascribed to it in the Support Day and Support Hour Definitions Table in Section 1.

9. “Support Hour” has the meaning ascribed to it in the Support Day and Support Hour Definitions Table in Section 1.

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