Service Level Agreement

This Service Level Agreement (the "SLA") is incorporated into and forms part of the agreement between SkillsDB Inc. ("SkillsDB") and the Customer for SkillsDB's hosted services — whether that agreement is the SkillsDB Software Services Agreement and an applicable Order Form (for direct contracts), or the SkillsDB Terms of Service accepted by Customer (for self-serve subscriptions purchased through the SkillsDB application) (in each case, the "Agreement"). Capitalized terms used but not defined herein have the meanings given in the Agreement. If a 24/7/365 SLA Extension is executed on an Order Form, the terms of that Extension apply in place of the corresponding terms below for the Services it covers.

This SLA applies to the Team, Scale, Scale+, and Enterprise Subscription Tiers. Free is not covered by this SLA. Enterprise+ is covered by the 24/7/365 SLA Extension.

Contents

1. System Availability
2. Priority Codes
3. Support Coverage and Response Times by Tier
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, as measured from the point in time when the SkillsDB Platform becomes unavailable for use by Customer to the point in time when the SkillsDB Platform is fully restored for use by Customer. 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. Support Coverage and Response Times by Tier

SkillsDB shall respond to requests from Customer for SkillsDB Platform or Services support during the coverage hours applicable to Customer's Subscription Tier. For Team and Scale, durations are stated in business hours / business days within U.S. Pacific Time business hours (8 a.m. to 5 p.m., Monday through Friday, excluding standard U.S. holidays). For Scale+ and Enterprise, durations are stated in calendar hours / days, reflecting 24/5 coverage.

For Critical priority incidents, SkillsDB will diligently work to resolve the incident and will follow up with Customer every two (2) hours (or two (2) business hours for Team and Scale) until the incident is resolved. For High priority incidents, SkillsDB will follow up every twenty-four (24) hours or until the next scheduled contact time. Resolution times may be extended by mutual agreement of the parties.

4. Service Level Warranty

Service Level Credits as set forth below are available only to Customers on the Scale+ and Enterprise Subscription Tiers. The Team and Scale Subscription Tiers receive the response and resolution targets in the table above, but the SkillsDB Platform is otherwise provided on a best-effort basis with no service-credit remedy. The Free Subscription Tier and any Trial are provided without availability commitments.

For Customers on the Scale+ or Enterprise Subscription Tier, less than 99.5% System Availability over a calendar month entitles Customer to Service Level Credit as Customer's sole and exclusive remedy.

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

If a 24/7/365 SLA Extension is executed on the applicable Order Form, the Extension supersedes any conflicting term of this SLA for the Services it covers; all non-conflicting terms of this SLA continue to apply. In the event of conflict between this SLA and the Agreement, the Agreement governs except as expressly modified herein.