SERVICE LEVEL AGREEMENT

Performance

Minimum availability. Subscription-based Services will be available with an uptime of 99.5%

Calculating uptime. The uptime shall be calculated monthly, by dividing the number of
operationally successful minutes by the total number of minutes in the relevant calendar
month, excluding any scheduled maintenance and any downtime caused by events or issues
outside of Trace’s control (including for the avoidance of doubt any issues that the Customer
is responsible for). A minute is considered operationally successful when more than 95% of
Trace’s application programming interface responses are successful. A response is
considered operationally successful when the data is replied.

Scheduled maintenance. Planned maintenance may not exceed three (3) hours per
calendar month and must be communicated to the Customer at least a week in advance,
unless deemed necessary from a security perspective, in which case the maintenance can
take place with a shorter notice.

Reporting. Trace will report operational incidents affecting the Services and notify the
Customer of scheduled maintenance via email.

Maintenance And Support Services

General conditions

Commencement. Trace will provide maintenance and support services (the “Support
Services”) as described in this SLA from later of the Effective Date or the go-live date (if
applicable) set out in the Customer’s Order Form.

Second-line. The Support Services are provided as second-line meaning that the Customer
must exhaust all in-house resources in relation to an issue and conclude that the issue is
caused by the Services before contacting Trace.

Responsibility. Trace is only responsible for solving incidents and malfunctions that are
attributable to the Services.

Information. The Customer shall promptly provide Trace with all information and materials
required for the purpose of investigating, diagnosing and correcting a reported issue. Trace
shall not be liable for failure to provide, or delay or error in providing, the Support Services
resulting from the failure or delay in providing information.

Preventive and adaptive maintenance

Preventive maintenance. Trace will deliver fixes, patches, service packs, changes,
modifications, updates, upgrades and versions of a Service for the purpose of preventing
errors, incidents and Defects (as defined below in section Corrective maintenance) on an ongoing basis.

Adaptive maintenance. Trace shall provide adaptive maintenance, which includes changes
necessitated by environment changes and includes modification to the Services if this is
needed to maintain compatibility with any new releases, changes in hardware or similar.

Corrective maintenance. Trace shall provide corrective maintenance, which means that
Trace will correct Defects in the Services, a "Defect" being anything more than a minor
deviation in the Services, including but not limited to incidents and malfunctions.

Issue reporting. The Customer shall report Defects by emailing Trace with a detailed
description of the Defect.

Priority level. The Customer shall assign the priority level based on the Defect’s business
impact in accordance with the below.

Priority. When determining the priority level, the Customer shall act reasonably and in good
faith. If Trace disagrees with the determination of the priority level, it will notify the Customer
as soon as reasonably practicable and both parties shall discuss in good faith.

Technical support

Technical support. Trace shall provide technical advice as needed to resolve the
Customer’s day-to-day difficulties and queries in respect of understanding and operating the
Service, such as information on platform capabilities, navigation, installation, or configuration.

Timing

Timing. Trace will use commercially reasonable efforts to ensure that Defects are resolved
within the times set out below: