15 - Agreement with SpearTip's Shadow Spear Platform

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Service Level Agreement SpearTip will extend to the Partner the following Service Level Agreement (S. L.A.) terms and conditions. The intention of the S.L.A. is to provide service levels commensurate to the reasonable expectations of the Partner and to provide a reasonable remedy to the Partner if the S.L.A. is breached. The S.L.A.'s are not intended to cover extraordinary or unreasonable circumstances. S.L.A. breaches and credits will be determined solely by SpearTip, L.L.C. within its reasonable commercial judgment. Responsibilities of the Partner During the course of the engagement, SpearTip will require earnest and responsive coordination and communication with the Partner. A breach of an S.L.A. caused by the actions or inaction of a partner will not be eligible for remedies. The Partner is responsible for being aware of established communication procedures and any changes that may occur to the procedures throughout the course of an engagement. Service Fee Remedy In the event of an S.L.A. breach, a service fee credit will be issued to the Partner. This credit will be applied against the Partner's fee for current or future services. The credit is nonrefundable and will appear on an invoice statement to the Partner. The service fee credit will expire within 12 months of issuance. The credit can be used for any SpearTip engagements. A service fee credit is calculated based on the total value of the signed engagement. Third -Party Service Level Agreements SpearTip, L.L.C. leverages Third -Parties Service Providers for the purposes of providing Protection Services described within this engagement. All Third -Party Service Level Agreements and applicable remedies will be provided as a pass-through by SpearTip, L.L.C. to the Partner upon request, as permitted by such third -party service level agreements, in the form of a credit against the Partner's fee for current or future services. Time to Identify, Investigate, and Resolve If SpearTip, L.L.C. determines in its reasonable commercial judgment that a failure to meet one of the following S.L.A. metrics has occurred caused solely by events, circumstances, and responsibilities within SpearTip, L.L.C.'s control, the S.L.A. breach will be used to calculate breach severity for the remedies provided below: • Identify — Low —1 Hours, Medium — 30 Minutes, High — 15 minutes, Critical — 5 Minutes • Notify — Medium — 4 Hours, High —1 Hour, Critical — 30 Minutes • Resolve - Low —16h, Medium — 8h, High — 2h, Critical —1 h S.L.A. — Remedies • Breached — 5% of Service Fee Credit • A breached severity occurs when an S.L.A. is exceeded by 20% or less • Significant Breach — 10% of Service Fee Credit • A significant breach occurs when an S.L.A. is exceeded by 20 — 50% • Excessive Breach — 15% of Service Fee Credit • An excessive breach occurs when an S. L.A. is exceeded by 51 % or more ShadowSpear Platform Availability S.L.A. If SpearTip, L.L.C. determines in its reasonable commercial judgment that a Partner's services are unavailable due to an outage caused solely by infrastructure, equipment, and virtual components owned and operated by SpearTip, L.L.C., the outage will be used to calculate Service Unavailability or Service Degradation for the remedies provided below. • Infrastructure, Networking Equipment, and Virtual Components - 99.9% S.L.A. • If a Partner experiences a Service Unviability due to failure of Infrastructure, Networking Equipment, And Virtual Components, SpearTip, L.L.C. will credit the Partner with 5% service fee credit after the initial minutes of Service Unavailability allowable by the S.L.A. within a given month. • No credit will be issued during a Service Degradation of Infrastructure, Networking Equipment, and Virtual Components.