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GUARDIAN RFID <br />ADDENDUM C <br />SERVICE LEVEL AGREEMENT <br />1.DEFINITlONS <br />Except as defined in this Addendum C,all defined terms have the meaning set forth in the <br />Agreement. <br />(a)"Attainment"means the percentage of time during a calendar quarter,with percentages based on <br />those contained in the chart under Section 2(d)of this Addendum C,in which the Customer has <br />GUARDIAN RFID OnDemand Availability. <br />(b)"Customer Error Incident"means any service unavailability,which GUARDIAN RFID did not <br />directly cause or create,resulting from any one or a combination of the following:(i)the <br />Customer's Third-Party Software or the Customer's Third-Party Hardware,(ii)the acts or <br />omissions of any Customer Personnel,or {iii)the acts or omissions of any personnel or third-party <br />providers over whom GUARDIAN RFID exercises no control. <br />(c)"Disaster"means an event that renders any portion of a data center's infrastructure used in <br />connection with the Agreement both inoperable and unrecoverable. <br />(d)"Downtime"means those minutes during which any portion of GUARDIAN RFID OnDemand is <br />not available for the Customer's use. <br />(e)"Unscheduled Downtime"means Downtime that is not due to any one or a combination of the <br />following:Scheduled Downtirne,Emergency Maintenance (unless GUARDIAN RFID is the cause <br />of the issue that requires such Emergency Maintenance),Customer Error Incidents,or Force <br />Majeure Events. <br />(f)"Emerqenov Maintenance"means (i)maintenance that is required to patch a critical security <br />vulnerability,or (ii)maintenance that is required to prevent an imminent outage of GUARD1AN <br />RFID OnDemand Availability. <br />(g)"Scheduled Downtime"means those minutes during which GUARDIAN RFID OnDemand is not <br />available for the Customer's use due to GUARDIAN RFID's scheduled maintenance windows. <br />(h)"GUARDIAN RFID OnDemand Availability"means that GUARDIAN RFID OnDemand is capable <br />of receiving,processing,and responding to requests by or from the Customer and each of the <br />Authorized Customer Personnel,excluding Scheduled Downtime,Emergency Maintenance <br />(unless GUARDIAN RFID is the cause of the issue that requires such Emergency Maintenance), <br />Customer Error Incidents,and Force Majeure Events. <br />(i)"_R_PO"means Recovery Point Objective,and refers to the maximum data loss per declared <br />Disaster event during any calendar quarter throughout the Term that could occur following a <br />Disaster. <br />(j)"_RT_O"means Recovery Time Objective,and refers to the amount of time per declared Disaster <br />event during any calender quarter throughout the Term that it takes for GUARDIAN RFID <br />OnDemand to become operational following a Disaster. <br />GUARDIAN RFID System Agreement 28 <br />©2020 GUARDIAN RFID.All rights reserved.GUARDIAN RFID is a U.S.registered trademark. <br />Confidential &Proprietary.(Rev 7/2020)