Arundo Analytics AS
Master Terms and Conditions

BY ACCEPTING THIS AGREEMENT OR USING THE SERVICES (AS DEFINED BELOW), YOU
AGREE TO THESE TERMS AND CONDITIONS. IF YOU ARE ENTERING INTO THESE TERMS
OF SERVICE AS AN INDIVIDUAL, THE TERM "CUSTOMER" REFERS TO YOU. IF YOU ARE
ENTERING INTO THIS AGREEMENT ON BEHALF OF A COMPANY OR OTHER LEGAL
ENTITY, YOU REPRESENT THAT YOU HAVE THE AUTHORITY TO BIND SUCH ENTITY AND
ITS AFFILIATES TO THESE TERMS AND CONDITIONS, IN WHICH CASE THE TERM
"CUSTOMER" SHALL REFER TO SUCH ENTITY. IF YOU DO NOT HAVE SUCH AUTHORITY,
OR IF YOU DO NOT AGREE WITH THESE TERMS AND CONDITIONS, YOU MUST NOT
ACCEPT THIS AGREEMENT AND MAY NOT USE THE SERVICES.
Customer and Arundo Analytics AS (“Arundo”) hereby agree as follows:
1. Scope. These Terms and Conditions shall apply to Customer's use of Arundo's subscription
services, professional services, content, products and offline components ("Services") ordered by Customer
under an ordering document specifying the Services to be provided hereunder ("Order"). These Terms and
Conditions and all Orders (collectively referred to as this "Agreement") represent the parties' entire
understanding regarding the Services and shall control over any different or additional terms of any
purchase order or other non-Arundo ordering document, and no terms included in any such purchase order
or other non-Arundo ordering document shall apply to the Services. In the event of a conflict between these
Terms and Conditions and an Order, the terms of the Order shall control. All capitalized terms not defined
herein shall have the meanings attributed in the Order. To the extent that, in the provision of the Services,
Arundo processes any personal data contained in Customer Data (as defined in Section 4.1(c)) that is subject
to the European Union General Regulation 2016/679, the terms of the Data Processing Addendum available
at: https://www.arundo.com/legal-dataprocessingaddendum, which is hereby incorporated by
reference, shall apply and the parties agree to comply with such terms.
2. Right to Use the Services. During the applicable term set forth in an Order (“Order Term”),
Arundo grants to Customer a non-exclusive, non-transferable, worldwide right to permit those individuals
authorized by Customer or on Customer's behalf, and who are Customer's employees, affiliates, agents or
contractors ("Users"), to access and use the Services subject to the terms of this Agreement. With respect
to any software, documentation or data related to or provided with the Services (“Software”) that is

distributed or provided to Customer for use on Customer premises, Arundo hereby grants Customer a non-
exclusive, non-transferable, non-sublicensable license to use such Software during the applicable Order

Term, solely for purposes of using the Services. An Order may define specific usage rights ("Usage
Rights"), and, if applicable, Customer shall at all times ensure that its use does not exceed its Usage Rights.
3. Usage Restrictions and Representations.
3.1 Customer shall not, directly or indirectly: (i) reverse engineer, decompile, disassemble or
otherwise attempt to discover the source code, object code or underlying structure of the Services or any
Software (except to the extent such restrictions are contrary to applicable law); (ii) modify, translate, or
create derivative works based on the Services or Software (except to the extent expressly permitted by
Arundo or authorized within the Services); (iii) use the Services or any Software for timesharing or service
bureau purposes or otherwise for the benefit of a third party or outside the scope of the rights provided
herein; (iv) remove any proprietary notices or labels from the Services or Software; or (v) otherwise use

the Services or Software outside of the scope of the rights granted herein.
3.2 Customer shall not knowingly or willfully use the Services in any manner that could
damage, disable, overburden, impair or otherwise interfere with Arundo’s provision of the Services.
Customer shall be responsible for maintaining the security of its applicable equipment and account access.
Customer represents and warrants that Customer will use the Services only in compliance with applicable
laws and regulations. Customer shall be liable for all acts and omissions of its Users, including without
limitation any Customer Content (as defined below) its Users submit or create in the course of using the
Services.
3.3 Arundo may immediately suspend Customer's password, account, and access to the
Services if (i) Customer fails to make payment due within ten business days after Arundo has provided
Customer with notice of such failure; or (ii) Customer violates Section 2, 3, or 9 of these Terms and
Conditions. Any suspension by Arundo of the Services under the preceding sentence shall not relieve
Customer of its payment obligations under this Agreement.
4. Intellectual Property.
4.1 For purposes of this Agreement:
(a) “App” means a software application that runs on the Services and is designed to
help solve business problems through a set of workflows, business logic and integrations built to interact
with Models and Customer Data.

(b) “Arundo Technology” means the Services and Software, and all improvements or
modifications thereto (including improvements or modifications based on suggestions and feedback
provided by Customer);

(c) “Customer Data” means data submitted by or on behalf of Customer for
deployment and use through the Services, including without limitation for the purpose of training or
improving a Model (e.g. sensor data, maintenance data, etc.).

(d) “General Learnings” means generic concepts, expertise, methods, techniques, or
skills gained or learned by or on behalf of Arundo during the course of providing the Services to the extent
obtained by Arundo’s personnel.

(e) “Model” means a predictive statistical model developed using machine learning
techniques based on training data and providing an output based on relevant data. A Model may result from
the implementation, adjustment and training of a Model Blueprint.

(f) “Model Blueprint” means a schema specifying the main parameters of a Model,
such as the input features, output features, data formats, model type and typology, training data
specifications, and a training regime.
4.2 Customer will retain all right, title and interest in and to Customer Data and to the Models,
Model Blueprints and Apps originated by Customer that Customer submits or provides in the course of
using the Services, and the Models, Model Blueprints and Apps created by Customer in using the Services
(all of the foregoing, collectively, “Customer Content”). Customer shall be solely responsible for (i)
obtaining all necessary consents from third parties to permit the use of the Customer Content in connection
with the Services, (ii) the accuracy, quality, content and legality of the Customer Content, (iii) the means

by which the Customer Content is acquired from third parties, (iv) its Users compliance with the Terms of
this agreement and the uploading of Customer Content and (v) the transfer of Customer Content or any data
resulting from the use of the Services outside of the Services. Except to the extent Customer or any Users
make any Customer Content accessible to other users or third parties through the Services, at Customer’s
discretion, Customer Content shall be deemed to be Customer Confidential Information pursuant to Section
9 below.
4.3 Arundo shall own and retain all right, title and interest in and to the Arundo Technology,
General Learnings, and any Model Blueprints, Models or Apps originated by Arundo or created by or on
behalf of Arundo in connection with providing the Services (such Model Blueprints, Models or Apps,
collectively, “Arundo Content”), except as expressly set forth in an applicable Statement of Work pursuant

to this Agreement (“SOW”). Arundo hereby grants Customer a non-exclusive, non-transferable, non-
sublicensable license to use any Arundo Content solely in connection with the permitted use of the Services.

In addition, if as part of the Services Customer requests Arundo to create any Models trained on Customer
Data, Arundo hereby grants Customer an exclusive, non-transferable, non-sublicensable license to use such
trained Models solely in connection with the permitted use of the Services.
5. Billing and Payment.
5.1 Customer will pay Arundo the fees described in the Order for the Services in accordance
with the terms therein (the “Fees”), and Customer hereby authorizes Arundo to bill through an invoice.
Arundo shall invoice Customer in advance for all subscription-based Fees for the applicable Order Term
and, unless otherwise indicated in an Order, shall invoice Customer monthly in arrears for any professional
services performed and expenses incurred. Customer shall pay the Fees described on an invoice within
thirty (30) calendar days of the receipt of such invoice. Unpaid Fees are subject to a finance charge of 1.5
percentage points above the one-month GBP LIBOR rate per month, or the maximum permitted by law,
whichever is lower. The Fees do not include any taxes, levies, duties or similar governmental assessments
of any nature, including, for example, value-added (i.e. VAT) or sales or use taxes (collectively, “Taxes”)
and customer is responsible for paying any Taxes associated with its purchases hereunder. If Arundo has
the legal obligation to pay or collect Taxes for which Customer is responsible under this Section 5.1, Arundo
will invoice the Customer for such amount unless a valid tax exemption certificate is provided.
5.2 Arundo reserves the right to unilaterally determine and modify its pricing for its Services.
Where an Order is in effect, the pricing for the Services shall remain as agreed for the Order Term in such
Order.
6. Term and Termination.
6.1 This Agreement shall commence as of the date set forth in the first Order and unless earlier
terminated as set forth below or as otherwise specified in an Order, shall remain in effect through the end
of the Order Term in any current Order. Any such termination shall not relieve Customer of its obligation
to pay all Fees due or accrued as of the date of such termination. Except as expressly set forth in any Order,
if a subscription is purchased, the Order Term for such subscription will automatically renew for additional
successive periods of time equal to the length of the original Order Term indicated in such Order, unless

either party provides written notice of non-renewal at least sixty (60) days prior to the end of the then-
current Order Term. All sections of this Agreement which by their nature should survive termination will

survive, including without limitation, accrued rights to payment, use restrictions and indemnity obligations,
confidentiality obligations, warranty disclaimers, and limitations of liability.
6.2 In the event of a material breach by either party, the non-breaching party shall have the

right to terminate the applicable Order for cause if such breach has not been cured within thirty (30) days
of written notice from the non-breaching party specifying the breach in detail. If Arundo terminates an
Order for Customer's material breach, all unpaid Fees set forth on such Order are immediately due and
payable.
6.3 Upon any termination or expiration of an Order, Customer's right to access and use the
Services covered by that Order shall terminate. Notwithstanding the foregoing, Arundo will make
Customer Data available to Customer for electronic retrieval, at Customer’s election and expense, for a
period of thirty (30) days following any termination or expiration. Customer acknowledges and agrees that
Arundo has no obligation to retain Customer Data and that Arundo will have the right to irretrievably delete
and destroy Customer Data after thirty (30) days following the termination or expiration of this Agreement.
7. Representations, Disclaimer of Warranties, Indemnities.
7.1 Each party represents and warrants to the other party that it has the power and authority to
enter into this Agreement. Arundo represents and warrants to Customer that it will provide the Services in
a diligent and workmanlike manner consistent with generally accepted industry standards and the Services
will perform materially in accordance with applicable documentation under normal use.
7.2 For breach of the express warranty set forth above, Customer's exclusive remedy shall be
the re-performance of the deficient Services or, if Arundo cannot re-perform such deficient Services as
warranted, Customer shall be entitled to recover a pro-rata portion of the fees paid to Arundo for such
deficient Services.
7.3 Arundo will use commercially reasonable efforts to provide Arundo-hosted online Services
(“Hosted Services”) in a manner that minimizes errors and interruptions in accessing Hosted Services as
set forth and described in the Service Level Agreement attached hereto as Appendix 1. Hosted Services
may be temporarily unavailable for scheduled maintenance or for unscheduled emergency maintenance, or
because of other causes beyond Arundo's reasonable control (including the availability of third party
products or services), but Arundo shall use commercially reasonable efforts to provide advance notice in
writing or by e-mail or through the Services portal of any scheduled unavailability of Hosted Services.
Arundo is not responsible for any delays, delivery failures, or other damage resulting from such
unavailability because of causes beyond Arundo’s reasonable control.
7.4 Arundo shall defend at its expense any third party claim, suit or proceeding (each, a
“Claim”) brought against Customer by a third party alleging that the use of the Services as contemplated
hereunder infringes the intellectual property rights of a third party, and Arundo shall pay all costs and
damages finally awarded against Customer by a court of competent jurisdiction as a result of any such
Claim; provided that Customer (a) promptly gives written notice of the Claim to Arundo; (b) gives Arundo
sole control of the defense and settlement of the Claim (provided that Arundo may not settle any Claim
unless it unconditionally releases Customer of all liability under the Claim); and (c) provides to Arundo, at
Arundo's cost, all reasonable assistance. The foregoing indemnity shall not apply to any Claim based upon
or arising from (i) any use of the Services outside the scope of this Agreement, or (ii) a combination of the
Services with any content or other technology not provided by Arundo, to the extent the Claim relates to
such combination. If the use of the Services by Customer has become, or in Arundo’s opinion is likely to
become, the subject of any claim of infringement, Arundo may at its option and expense (A) procure for
Customer the right to continue using and receiving the Services as set forth hereunder, (B) replace or modify
the Services to make them non-infringing with at least equivalent functionality; or (C) if options (A) and
(B) are not reasonably practicable, terminate this Agreement and refund any prepaid Fees for unearned
Services.

7.5 Customer will defend at its expense Arundo against any Claim brought against Arundo by
a third party alleging that the Customer Content infringes any third party intellectual property right or
violates any applicable law or regulation; provided that Arundo (a) promptly gives written notice of the
Claim to Customer; (b) gives Customer sole control of the defense and settlement of the Claim (provided
that Customer may not settle any Claim unless it unconditionally releases Arundo of all liability under the
Claim); and (c) provides to Customer, at Customer’s cost, all reasonable assistance.
7.6 EXCEPT FOR THE EXPRESS WARRANTIES SET FORTH HEREIN, ARUNDO
HEREBY DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING ALL IMPLIED
WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND TITLE.
ARUNDO DOES NOT WARRANT THAT THE SERVICES WILL BE UNINTERRUPTED OR ERROR
FREE; NOR DOES IT MAKE ANY WARRANTY AS TO THE RESULTS OR OUTPUT THAT MAY
BE OBTAINED FROM THE SERVICES; CUSTOMER AGREES THAT ARUNDO SHALL NOT BE
RESPONSIBLE FOR ANY DECISIONS MADE BY CUSTOMER BASED ON RESULTS OR OUTPUT
OBTAINED FROM THE SERVICES. EXCEPT WHERE EXPRESSLY PROVIDED OTHERWISE BY
ARUNDO, THE SERVICES ARE PROVIDED TO CUSTOMER ON AN "AS IS" BASIS.
8. Limitation of Liability. EXCEPT FOR EITHER PARTY’S INDEMNIFICATION
OBLIGATIONS SET FORTH IN SECTION 7 OR CUSTOMER’S BREACH OF SECTION 3 OR USE
OF THE SERVICES OR SOFTWARE OR ANY PART THEREOF EXCEPT AS EXPRESSLY
PERMITTED HEREBY, NEITHER PARTY (NOR ANY OF ITS SUPPLIERS, OFFICERS,
AFFILIATES, REPRESENTATIVES, CONTRACTORS AND EMPLOYEES) SHALL BE LIABLE FOR
(A) ANY INDIRECT, PUNITIVE, INCIDENTAL, SPECIAL OR CONSEQUENTIAL DAMAGES
(INCLUDING LOST PROFITS) ARISING OUT OF THIS AGREEMENT OR ANY DELAY OR
INABILITY TO USE THE SERVICES OR (B) ANY OTHER DAMAGES IN EXCESS OF THE
AGGREGATE FEES PAID TO ARUNDO HEREUNDER IN THE TWELVE (12) MONTH PERIOD
PRIOR TO THE DATE THE CLAIM FIRST AROSE, IN EACH CASE WHETHER BASED IN
CONTRACT, TORT, STRICT LIABILITY OR OTHERWISE, AND EVEN IF EITHER PARTY HAS
BEEN ADVISED OF THE POSSIBILITY OF DAMAGES.
9. Confidential Information. Each party (the "Receiving Party") understands that the other party (the
"Disclosing Party") has disclosed or may disclose information relating to the Disclosing Party's business
that is designated as confidential or that reasonably should be understood to be confidential given the nature
of the information and the circumstances of the disclosure (hereinafter referred to as "Confidential
Information" of the Disclosing Party). The Receiving Party agrees: (i) to take reasonable precautions to
protect such Confidential Information and (ii) except to perform its obligations hereunder or as otherwise
permitted herein, not to use or divulge to any third person any such Confidential Information. The
Disclosing Party agrees that the foregoing shall not apply with respect to Confidential Information that the
Receiving Party can document (a) is or becomes generally available to the public; or (b) was in its
possession or known by its prior to receipt from the Disclosing Party; or (c) was rightfully disclosed to it
by a third party; or (d) was independently developed without use of any Confidential Information of the
Disclosing Party. If the Receiving Party is required by law to make any disclosure of such Confidential
Information, it may do so to the extent of such requirement, provided that it first gives written notice to the
Disclosing Party thereof (if legally permitted).
10. Services Information. Customer acknowledges and agrees that Arundo and its affiliates and
contractors may use data and information, including Customer Data, generated by, provided in connection
with or for, or derived from use of the Services (“Services Data”) to provide, administer, develop, and
improve Arundo’s offerings (including the Services) and for internal R&D purposes, subject to Arundo's
compliance with applicable law.

11. Notices. Arundo may give notice applicable to Arundo's general Services customer base by means
of a general notice on the Services portal, and notices specific to Customer by electronic mail to Customer's
e-mail address on record in Arundo's account information or by written communication sent by first class
mail to Customer's address on record in Arundo's account information. If Customer has a dispute with
Arundo, wishes to provide a notice under this Agreement, or becomes subject to insolvency or other similar
legal proceedings, Customer shall promptly send written notice to Arundo by electronic mail or by first
class mail or pre-paid post to Arundo’s provided email or physical address.
12. Publicity. Customer agrees that Arundo may refer to Customer as one of its clients and use
Customer’s name and logo in Arundo’s marketing or promotional materials (including on its website) for
such purpose.
13. General provisions.
13.1 Any action, Claim, or dispute related to this Agreement will be governed by Norwegian
law, excluding its conflicts of law provisions. In any action or proceeding to enforce rights under this
Agreement, the prevailing party will be entitled to recover costs and attorneys' fees. The failure of either
party to enforce any right or provision in this Agreement shall not constitute a waiver of such right or
provision unless acknowledged and agreed to by such party in writing.
13.2 This Agreement (including all Order(s)) represents the parties' entire understanding
relating to the Services, and supersede any prior or contemporaneous, conflicting or additional
communications. Customer acknowledges that this Agreement is a contract between Customer and Arundo,
even though it may be electronic and not physically signed by Customer and Arundo, and it governs
Customer’s use of the Services and takes the place of any prior agreements between Customer and Arundo.
This Agreement may be amended only by written agreement signed by the parties. If any provision of this
Agreement is held by a court of competent jurisdiction to be invalid or unenforceable, then such provision(s)
shall be construed to reflect the intentions of the invalid or unenforceable provision(s), with all other
provisions remaining in full force and effect.
13.3 No joint venture, partnership, employment, or agency relationship exists between Arundo
and Customer as a result of this Agreement or use of the Services. Neither party may assign this Agreement
without the prior written approval of the other, such approval not to be unreasonably withheld or delayed,
provided that such approval shall not be required in connection with a merger or acquisition of all or
substantially all of the assets of the assigning party related to this Agreement. Any purported assignment in
violation of this Section shall be void.
13.4 During the term of this Agreement, and for twelve (12) months thereafter, neither party
shall solicit any of the other party’s employees directly involved in the performance, support or coordination
of Services pursuant to an SOW (if applicable) to consider alternate employment. For the avoidance of
doubt, the preceding sentence does not forbid a party and its affiliates from hiring an employee of the other
party who initiates contact as the result of general, non-targeted employee position listing or similar public
communication.
13.5 Neither party shall act in any way that gives or may give rise to a liability under, violates
or may violate any laws, regulations and/or other legally binding requirements or determinations in relation
to bribery, corruption, fraud, money-laundering, terrorism, sanctions, collusion or similar activities which
are applicable to either party or to any jurisdiction in relation to use of the Services and which shall include
without limitation: (i) the United States Foreign Corrupt Practices Act 1977, (ii) the United Kingdom
Bribery Act 2010, (iii) any related enabling legislation pursuant to the OECD Convention on Combating

Bribery of Foreign Public Officials in International Business Transactions and (iv) any United States,
United Nations, Canadian, Norwegian or European Union sanctions.
13.6 The Services and Software may be subject to U.S. export-control laws, including the
Export Administration Regulations of the Bureau of Industry and Security ("BIS"), U.S. Department of
Commerce; and economic sanctions administered by the Office of Foreign Assets Control ("OFAC"), of
the U.S. Department of Treasury. Customer agrees to comply strictly with all such laws and regulations,
as applicable, as they relate to the Services and Software, and, to the extent consistent with this Agreement
and as may be applicable to either party, to obtain any necessary license or other authorization to export,
reexport, or transfer the Services and Software. Without limiting the foregoing, Customer agrees not to
export, reexport, transfer, or provide the Services and Software to countries or regions comprehensively
sanctioned by the United States (currently Cuba, Iran, North Korea, Syria, and the Crimea region of
Ukraine); to the governments of these countries, wherever located; to any person or entity identified on
BIS's Denied Persons, Entity, or Unverified lists or OFAC's Specially Designated Nationals List; to any
end user with knowledge or reason to know that the Software or Services will be used for nuclear, chemical,
or biological weapons proliferation, or for missile-development purposes; or to any person with knowledge
or reason to know that a violation of these laws will occur.

APPENDIX 1
Service Level Agreement

Availability Objective: Arundo will provide 99.9% Availability (as defined below) for the Services within Arundo’s
Immediate Control. For purposes hereof, "Availability” or “Available” means the Services are available for access
and properly functioning for use in accordance with the applicable Customer Order.
“Immediate Control” includes Arundo’s network services within Arundo’s controlled data center.
Specifically excluded from the definition of “Immediate Control” are the following:
a) Equipment, data, materials, software, hardware, services and/or facilities provided by or on behalf of
Customer and Customer’s network services which allow the Customer to access the Services. These
components are controlled by the Customer and their performance or failure to perform can impair or disrupt
Customer’s connections to the Internet and the transmission of data.
b) Equipment, data, advertisements, materials, software, hardware, services and/or facilities provided by third
party vendors or service providers of Customer.
c) Acts or omissions of Customer, its employees, contractors, agents or representatives, third party vendors or
service providers of Customer or anyone gaining access to Arundo’s controlled network at the request of
Customer.
d) Issues arising from bugs, outage or other problems of third parties outside Arundo’s control such as Internet
and telephone service providers.
e) Delays or failures due to circumstances beyond Arundo’s reasonable control that could not be avoided by its
exercise of due care.
f) Any outage, network unavailability or downtime outside the Arundo controlled data center.
Availability Calculation: Availability is based on a weekly 7 day x 24 hour calculation. The calculation will be as
follows: ((a – b) / a) x 100, where “a” is the total number of hours in a given calendar month, and “b” is the total
number of hours that service is not Available in a given month. Specifically excluded from “b” in the calculation of
the Availability measurement are (1) a service interruption caused by a security threat until such time as the security
threat has been eliminated; (2) reasons of a force majeure event or events which are outside Arundo’s Immediate
Control as defined above; (3) use of unapproved or modified hardware or software by or on behalf of Customer; (4)
issues arising from misuse of the Services by Customer or its agents, customers or third party contractors; and/or (5)
service interruption caused by Scheduled Maintenance as described below. For sake of clarity, an incident with
Severity Level 1 - (Critical Priority), as described below, will qualify as not Available for that service.
Scheduled Maintenance: Arundo will provide Customer with a minimum of 24 hours advance notice and with a
target notice period of 3 calendar days via e-mail or within the Services for all scheduled maintenance activities.
Remedies: The remedies stated in this Section are the Customer’s sole and exclusive remedies and Arundo’s sole and
exclusive obligations for service interruption. In the event that Arundo is unable to provide the Availability objective
noted below in any given calendar month, Customer will receive a credit on their next invoice equal to the
corresponding percentage noted below of one (1) month’s fees (prorated accordingly) for the Services for the month
in which the Availability objective was not obtained.
Services Availability Credit
Uptime of 99.9% - 100% No Credit
Uptime of 99.0% - 99.89% 5%
Uptime of 98.0% - 98.99% 10%
Uptime of 97.0% - 97.99% 15%
Uptime of 95.0% - 96.99% 20%
Less than 95.0% 25%

Customer’s right to receive credit(s) (“Service Credits”) will be Customer’s exclusive remedy for Arundo’s failure to
satisfy this Service Level Agreement. Remedies will not accrue (i.e., no Service Credits will be issued and an outage

will not be considered unavailability for purposes of this Service Level Agreement) if Customer is not current in its
payment obligations either when the outage occurs or when the credit would otherwise be issued. To receive Service
Credits, Customer must submit a written request, within fifteen (15) days after the end of the month in which the
Services was unavailable, or Customer’s right to receive Service Credits with respect to such unavailability will be
waived. Where a force majeure event prevents full Availability for more than twenty (20) consecutive days,
Customer’s sole remedy is to terminate the Agreement on thirty (30) day’s written notice to Arundo. In such case,
neither Party will be liable for penalties or damages arising out of a failure to perform under this Schedule.
Customer Support: Customer support for the Services can be reached through any of the following mechanisms:
- email: support@arundo.com
- phone: +47 21405806
Customer support is available Monday-Friday, excluding holidays observed by Arundo (available upon request for
the applicable year), from 8:00 CET to 17:00 CET for all support requests. Customer support is available 24 hours, 7
days per week for Critical Priority requests.
Arundo has structured a response plan to address such requests in an efficient and timely manner, addressing the most
critical issues first. Cases will be opened upon receipt of request or identification of issue, and incidents will be routed
and addressed according to the following:
Severity Level Error State Description Target
Response Time

Target
Resolution
Within

1 – Critical
Priority

Renders the Services inoperative, or causes to fail
catastrophically 30 minutes 4 Hours

2 – High Priority Affects the operation the Services and materially degrades

Customer’s use thereof 2 hours 12 hours

3 – Medium
Priority

Affects the operation of the Services but does not materially
degrade Customer’s use thereof 24 hours --
4 – Low Priority Causes only a minor impact on the operation of the Services 48 hours --