Service Level Agreementfor ifm Cloud SoftwareThis Service Level Agreement ("SLA") governs the system availability for the ifm Cloud Software (the“Cloud Software”) Subscription (as defined herein) purchased by the customer (“Customer”), both as
identified on the applicable ifm Acknowledgment. This SLA is a part of the General Conditions of Use for
Cloud Software, which is incorporated herein by reference and made a part hereof (the “Terms”).
Capitalized terms used but not defined in this SLA shall have the meanings set out in the Terms.
1. Defined Terms. For purposes of this SLA, the following terms shall have the following meanings:"Credit" means a percentage of Cloud Software Fees to be credited to Customer if ifm fails to meeta Service Level, as set forth in this SLA.
“Downtime” means the total number of minutes in any given month during which the Cloud
Software (excluding preview, pre-release, beta or trial versions) is unavailable. Downtime does notinclude Excluded Downtime.
“Excluded Downtime” means total number of minutes in the applicable month that the Cloud
Software is unavailable due to: (i) Scheduled Downtime, (ii) downtime authorized by the Customer,or for which the Customer received at least five (5) business days advance notice, (iii) periods ofunavailability due to factors beyond ifm’s control, such as unforeseeable events that could not havebeen prevented even with the exercise of reasonable control.
“ifm” means the ifm entity identified on the ifm Acknowledgment.
“Incident” means the Customer’s communication to ifm via a support request in accordance withSection 2(a) of an unscheduled or unanticipated incident that adversely affects the delivery of theCloud Software.
“Monthly Subscription” means the monthly subscription fee (or 1/12th of the annual Subscription)
paid by the Customer for the Cloud Software.
“Priority Classification” means the level of priority, as determined by ifm, for an Incident inaccordance with Section 2(b).
“Response Time” means the applicable response time for each Priority Classification as definedin Section 2(b) where such time is measured from the time ifm confirms its receipt of an Incident
submission from the Customer in accordance with Section 2(a) (“Confirmation of Receipt”).
“Scheduled Downtime” means the total number of minutes in any given month that the Cloud
Software is unavailable due to ifm’s scheduled maintenance and repair.
"Service Level" means a performance standard that ifm is required to meet in providing the Cloud
Software, as set forth in Section 3 of this SLA.
“Subscription” means the annual subscription purchased by the Customer for its use of the Cloud
Software but does not include any hardware and/or applicable communications services, devices,or equipment.
2. Support Services. This SLA covers the following support services:(a) Incident Submission. ifm will perform all support services for Incidents during the office hours
specified under the “contact” section of the applicable country-specific ifm.com webpage(“Support Hours”), within the Response Times defined for the applicable Priority Classification.
All support is provided in the English language.

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In the event of an Incident, the Customer will submit its support request using the applicable Service
Center phone or email provided on the country-specific ifm.com webpage. By submitting a support
request, the Customer authorizes the ifm support team to download or copy any data necessary
for troubleshooting the Incident.
Each support request must include the following information: (i) name and address of the location
experiencing the Incident, (ii) name, telephone number and email address of the Customer’s
contact person for the Incident, (iii) Customer instance URL, (iv) Customer’s suggested Priority
Classification, (v) detailed description of the Incident, with screenshots or examples, as appropriate.

(b) Priority Classification. ifm will assign a priority level (High, Medium, or Low) to each Incident,
according to the following criteria:PriorityClassification

DescriptionHighThe Incident has serious impact on business operations or activities, orbusiness operations cannot be carried out. The Incident requires immediate
action because significant losses may result, or overall business operations
may be affected.

Medium(i) A High priority Incident for which the Customer has received, within theResponse Time for the High Incident, a work-around that the Customer hasaccepted; or (ii) an Incident, other than High priority, that affects the business
operations or marketability of its service or product. The Incident has minor
impact on business operations.

Low

An isolated or minor error that does not: (i) significantly affect the Cloud
Software functions; (ii) can or does impair or disable only certain non-essential
Cloud Software functions; and (iii) has no or no more than a minor impact on
the business operations.

(c) Incident Response and Resolution Times. ifm commits to the following Response Times forIncidents submitted during the applicable Support Hours:

Priority Classification

Response Time (afterifm’s Confirmation ofReceipt)High

4 hours

Medium8 hoursLow

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(d) Exclusions and Limitations. This SLA does not cover the following performance or availability
issues:(i) resulting from factors beyond ifm’s control (e.g., natural disasters, war, acts ofterrorism, government actions, or network or equipment failures outside of ifm’s data
centers, including the Customer’s location or between the Customer’s location and ifm’s
data centers);(ii) resulting from the use of Customer equipment and/or third party hardware, software,communication lines (including but not limited to cellular), or network infrastructure outsideof ifm’s data center and not under the direct control of ifm, including but not limited toproblems due to insufficient bandwidth or in connection with third party software orservices;(iii) related to the use of end of life products or software, or preview, pre-release, beta ortrial versions of products or software;(iv) due to unauthorized use or lack of compliance with security measures, in particular byemployees, vicarious agents, or contractors of the Customer or to persons who havepasswords of the Customer or who gain access to ifm Cloud Software via the Customer’sequipment, or which are otherwise due to the fact that the relevant security measures havenot been complied with;(v) resulting from misuse, improper use, misconfiguration, alteration or damage to theCloud Software in a manner contrary to the description contained in the Documentation;(vi) due to use of the Cloud Software in an environment outside those specified in theDocumentation;(vii) resulting from the failure to install an Update where the Update would have resolved
the issue;(viii) resulting from the Customer’s failure to maintain and/or update applicable hardware(i.e., gateway and/or communication equipment, devices, or services);(ix) due to unauthorized modification by the Customer or a third party to the Cloud
Software and/or applicable hardware; or(x)for Subscriptions that were reserved but not paid for by the Customer.

3. Service Levels and Credits. The following table sets forth the Service Levels and the Credits towhich the Customer will be entitled if ifm fails to meet the Service Levels. The Service Level is based on
the following calculation (total number of minutes in any given month - Downtime/total number of minutes
in any given month) * 100.
CloudSoftware

Service Level

moneo
Cloud

99.5% in thelast 12- month
periodService Credit

Maintenance/Downtime/Availability Status

2% for eachpercentage
point below theService Level

Known availability issues(including past, current, and/orplanned) will be reported atstatus.ifm.

Customer Data
Storage/Deletion
Customer access to the
Cloud Software will bedisabled 30 days after
expiration or terminationof the Subscription.
Customer Data will bedeleted 60 days after{03117255 }3

expiration or terminationof the Subscription.
iokey
Cumulocity(io-key.ifm)

99.0% in thelast 12-month
periodifm businesssolutionsapplications(ifm bsapps)

99.0% in thelast 12-month
period2% for eachpercentage
point below theService Level

2% for eachpercentage
point below theService Level

Known availability issues(including past and/or current)
will be reported at status.ifm.
There are not regularlyscheduled downtimes formaintenance.

Known availability issues will bereported in the ifm businesssolutions customer portal.
Furthermore, the downtimes of
the Business Technology
Platform (“BTP”), which areannounced by SAP, apply:
https://support.sap.com/en/mysupport/systemsinstallations/cac/maintenancewindows.html?anchorld=section_149735568

Customer access to the
Cloud Software will bedisabled 30 days after
expiration or terminationof the Subscription.
Customer Data will bedeleted 60 days after
expiration or terminationof the Subscription.
Customer access to the
Cloud Software will bedisabled upon expirationor termination of theSubscription.
Customer Data will bedeleted 60 days after
expiration or terminationof the Subscription.

All Credits shall be applied to the next invoice following the Subscription year in which the Service Level
failure occurred. In no event will the Credits exceed 100% of the Customer’s Monthly Subscription.
The Credits set forth in this SLA shall be the Customer's sole and exclusive remedy for ifm’s failure tomeet the Service Levels. The Customer shall not be entitled to any other rights or remedies set forth inthe Terms.
4. Customer Obligations. Customer's responsibilities and obligations in support of this SLA include thefollowing:(a) Designate a professionally and technically qualified contact person as a direct liaison
responsible for communicating with, and providing timely and accurate information and feedback
to, ifm in connection with an Incident.

(b) Providing information, authorizations, access, and use of Customer systems as required by ifm
for performing the support services.

(c) Adhering to policies and processes established by ifm for reporting Cloud Software failures andincidents and prioritizing service requests.

(d) Provide any such other reasonable cooperation and assistance as ifm may request.
5. Assumptions. ifm's performance of the support services under this SLA is subject to the followingassumptions, constraints, and dependencies:(a) Information provided by the Customer to ifm as required for the support services will beaccurate and timely.
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(b) ifm’s procedures and delivery of support services may be affected by changes in relevant
Customer internal policies or in applicable laws or regulations.
6. Miscellaneous.

(a) Scheduled Downtime, current availability, Updates, and modifications for the Cloud Software
are available at status.ifm, or the ifm business solutions customer portal if applicable.

(b) Disputes will be resolved in accordance with the terms and conditions under Section 15 of theTerms.

(c) This SLA may be modified from time-to-time by ifm, the latest version of which is available on
the applicable country-specific ifm.com webpage. The Customer’s renewal of its Cloud Software
Subscription acts as its acceptance of such modifications.

(d) In the event of a conflict between the provisions of this SLA or the Terms, the provisions of theTerms shall be agreed to set forth the governing and controlling provisions.

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