APPENDIX 2 - SUPPORT AND MAINTENANCE SERVICES

Terms not defined in this appendix have the same meaning as set out in the contract.

1. Scope

Subject to all other provisions of the contract, with the purchase of the software, Dexter will provide the following support and maintenance services during the applicable contract term:

• Supporting the customer with questions about using the software in the development and operating process;

• Providing new versions of the software;

• Responding to support requests within specified time frames.

2. Customer responsibilities

The customer acknowledges that their cooperation is essential for the proper provision of the support and maintenance services by Dexter. In order to enable Dexter to provide the support and maintenance services, the customer agrees to the following:

• If an incident occurs, the customer will immediately inform Dexter via email to support@getdexter.co or Slack;

• The incident must be reproducible by Dexter without using a special, customized or enhanced version of the software. If necessary, the customer agrees to assist Dexter in reproducing the incident. If such reproduction is impossible, the incident will be described by the customer as accurately as possible;

• If an Incident is reported, the customer will (i) provide Dexter with the requested information to resolve the issue and assist Dexter in resolving the Incident; and (ii) inform Dexter of any changes it has made to its use of the software or any other issues of which the customer is aware;

• Unless it is economically unreasonable, the customer will implement Dexter's suggestions to eliminate incidents.

3. Excluded Services

Support and maintenance services under the contract do not include:

• Support and maintenance services on site at the customer's site;

• Develop software programs that have functions other than those described in the applicable documentation;

• Programming services for integrating the software with the customer's or third-party products;

• Support with adjustments and extensions to the software programmed by the customer;

• Introduction and training of the customer's employees in the use of the software;

• Recommendations for optimal use of the software;

• Error correction and consulting services in the event of operational disruptions resulting from non-compliance with the operating conditions for the Software in accordance with the applicable documentation;

• Answering questions about Dexter's roadmap;

• Any other services not expressly stated herein, including, but not limited to, customization, programming, integration, data recovery, assistance with customization or add-on programs and components, modification assistance, installation, training, analysis or corrections of incidents caused by the customer's failure to comply with the contract or documentation or by unauthorized changes.

4. Support level (for Enterprise licenses only)

Subject to all other provisions of the contract, by purchasing the software, Dexter will respond to requests submitted via email to support@getdexter.co or via Slack, critical and non-critical incidents, as defined in the tables below. The response times stated in the table indicate the period in which Dexter initially gives the customer a qualified answer, but do not represent a time frame for the solution.

Severity	Availability	Response time
Critical incident	24 hours / 7 days a week	2 hours
incident	24 hours / 7 days a week	4 hours
Non-critical incidents	Business hours (CET)	1 business day
Support request	Business hours (CET)	2 business days

5. Service availability

Dexter will have a service availability ("Service Availability") of 99,9% during the contract term.

6. Credits

If the service availability in any month does not meet the commitments, Dexter will issue a credit in accordance with the following table (“Credit”). Each credit will be calculated by multiplying (i) the prorated monthly charges for the affected month and (ii) the applicable credit percentage in accordance with the table below.

Service Availability	Credit percentage
100 % – 99,9 %	0,0 %
< 99,9 % – 99,5 %	0,5 %
< 99,5 % – 98 %	1,0 %
< 98 % – 95 %	2,5 %
< 95 %	5,0 %

7. Credit requests and application

To receive a credit, the customer must submit a request for each credit by submitting a support request within thirty (30) days after the last calendar day of the month in which Service availability was lower than specified in Section 5 of this Exhibit 2 support@getdexter.co submitted. Dexter will review the request and, if Dexter confirms the downtime, the credit will be applied within thirty (30) days of receipt of the credit request from the customer. Credits are exclusive of all applicable taxes. Any credits issued under these terms will be applied to the invoice for the month following the calendar day on which Dexter receives the customer's credit request. Credits will only be applied to the fee for the software affected by the downtime and cannot be used to offset fees incurred by the customer for professional services.