OWL Support Services Policy

SUPPORT SERVICES POLICY 19 Mar 2020

1 SCOPE

a) This Support Services Policy (SSP) sets out the standard service levels that apply to Onwave UK Ltd’s OWL Application (Portal and Software).

b) This Policy is to be read in conjunction with the

Onwave OWL Customer Agreement
.

c) This Policy may be reviewed at any point, by mutual agreement. It may also be reviewed if there are any changes to the Customer’s OWL solution.

d) Onwave will endeavour to resolve service issues in the fastest possible timeframes and support tasks take precedence over Business as Usual processes.

2 HARDWARE, SOFTWARE AND SERVICES COVERED

a) This Policy covers the hardware, software and services associated with the OWL Onwave Locator.

b) This agreement only applies to issues/faults found with the Onwave supplied and supported equipment/service.

c) Onwave provides a best effort resolution time, i.e. staff resources are re-prioritised in respect of resolution of issues/faults.

d) The OWL standard support hours are 8am to 5pm Monday to Friday. Outside of these hours our customers can either call and leave a message
or email owlsupport@onwave.com and our team will respond as soon as possible.

3 SERVICE PERFORMANCE

a) This SSP is written in a spirit of partnership. Onwave will do everything that is reasonably practical to rectify issues in a timely manner.
However, there are a few exclusions, stated in section 7.

b) Onwave aims to be helpful and accommodating and will do its best to assist the Customer wherever possible.

c) Onwave staff will provide/share available data/information on an issue with the Customer in order to ensure identification of an issue for faster resolution.

d) Onwave commits to service performance levels as stated in Section 8 – Support Services Matrix

4 RESPONSE AND RESOLUTION TIMES

a) Onwave commits to the response and resolution times stated in Section 8 – Support Services Matrix, in respect of all faults found to have developed with
the OWL Portal and Software, excepting exclusions in Section 7 below.

b) Onwave will provide support for the OWL Portal and Software and Onwave supplied equipment but cannot support customer owned equipment used in conjunction
with the OWL Software.

c) Onwave will use reasonable endeavours during a service outage to maximise service availability for The Customer.

d) It should be noted that should an Onwave supplied tracker device develop a fault, Onwave will use reasonable endeavours to replace a tracker as soon as is practicable.

5 COMPENSATION

a) OWL is developed on the latest Cloud technology to provide industry recognised uptime and availability levels.

b) Should the response times detailed in Section 8 not be met, taking into account the standard support hours then Compensation will be made
in the form of OWL user day credits as stated in Section 8 – Support Services Matrix.

c) Any agreed compensatory user credits will be added to the Customer account at 6 month intervals from the initial commencement of the User Agreement

d) The number of user day credits that can be provided to a project for a single working day is limited to the number of Subscription Units purchased
for that project within the previous 12 months.

6 COMMUNICATION AND NOTIFICATION

a) The Customer will nominate an individual contact/group/hierarchy of contacts (The Contact) typically either the Company Admin or Project Admin, to
whom any fault updates will be communicated to, and who will be responsible for providing all reasonable assistance to Onwave throughout the diagnosis
and resolution of faults. The Contact shall provide all reasonable assistance in the form of performing basic diagnostic steps as requested by an
Onwave technician/engineer.

The Customer should contact the OWL Support Team by telephone on 0844 7750017, or e-mail owlsupport@onwave.com as soon as a fault
with the service is suspected.

b) The Customer must be ready to supply all necessary data to evidence the presence of a fault and shall provide all reasonable assistance to the
Onwave technician/engineer in determining the cause of the fault condition.

c) Any complaints in respect of this Support Services Policy should be raised with the Onwave Operations team by calling 0845 775 0000 and
asking to speak with your Account Manager.

7 EXCLUSIONS

a) This Support Services Policy does not apply to:

i) Any equipment, software, or services not listed above or within the Customer Agreement

ii) Software, equipment or services not purchased via and/or managed by Onwave

b) Additionally, this SSP does not apply when:

i) The problem has been caused by using equipment, software or service(s) in a way that is not recommended.

ii) The Customer has made unauthorised changes to the configuration or physical set up of affected equipment, software or services.

iii) The issue is associated with Satellite Positioning (e.g. GPS) availability and accuracy

iv) The issue is associated with a lack of connectivity

v) The Customer has prevented Onwave from performing required maintenance and update tasks.

vi) The issue has been caused by unsupported equipment, software or other services, for example equipment that does not meet the minimum specification stated.

vii) The OWL Portal or Software has not been updated by the Customer to use the latest available version.

viii) This SSP does not apply in circumstances that could be reasonably said to be beyond Onwave’s control.
Any force majeure event: which shall include war (or other action of military forces), terrorism, riot, civil commotion, sabotage, vandalism, accident, breakdown
or damage to machinery or equipment, acts of God, fire, flood, severe weather conditions, extreme traffic congestion, strike, lock-out or other industrial
disputes (whether or not involving employees of Onwave), legislative or administrative interference or national crisis.

c) This SSP also does not apply if the Customer is in breach of its contract with Onwave for any reason (e.g. late payment of fees).

d) The Service Levels will not apply in respect of faults where the cause has been identified as being a malicious act or otherwise
through the actions of another user that have been found to be in breach of the OWL Customer Agreement.

e) The Service Levels will not apply in respect of faults which are the result of misuse or interference with Onwave supplied and managed equipment.

f) The Service Levels will not apply in respect of faults which are the result of Customer owned equipment not defined within the relevant OWL Customer Agreement.

g) The Service Levels will not apply in respect of faults were the problem lies with a supplier, the Customer or a 3rd party and the Resolution Time
may be affected.

h) Purchased trackers have a 1 year warranty. Support for purchased trackers will be provided only during the initial 1 year warranty period. Extended
warranties may be purchased by prior agreement.

i) If a faulty tracker is returned to Onwave and the seal is found to be broken this will void the warranty and Onwave reserve the right to charge any
costs associated with rectifying a fault if this is found to be the case.

8 SUPPORT SERVICE MATRIX

	Provision	Expectation of Performance	Response Time	Resolution Time	Compensation Level (if Resolution Times not met)
OWL Portal	OWL Portal must be available	99.9% Availability	3 hours	5 hours	One OWL user day for every full and continuous 8 hours (within the stated Support hours) that the issue remains unresolved for each user affected.
	Functionality Primary Functions available	Primary functions are a) Live View, b) ability to produce shapes, c) ability to create alerts, d) ability to add new users	5 hours	12 hours	One OWL user day for every full and continuous 12 hours (within the stated Support hours) that the issue remains unresolved for each user affected.
	Functionality Secondary Functions available	Functionality Secondary Any functions not expressly listed as Primary. User can still use the system though a lack of functionality is causing some inconvenience	12 hours	24 hours	One OWL user day for every full and continuous 12 hours (within the stated Support hours) that the issue remains unresolved for each user affected.
	Other low priority issues not causing inconvenience		12 hours	Open ended	Not applicable
OWL Software Mobile App Android	Available to download via Google Play Store or to sideload (by agreement).	Available to download, open App and login so that User Interface is visible.	3 hours	8 hours	One OWL user day for every full and continuous 8 hours (within the stated Support hours) that the issue remains unresolved for each user affected. (Maximum of 10 user day credits per week per Customer.)
	Functionality	a) Live view available b) Able to send and receive alerts	3 hours	8 hours	One OWL user day for every full and continuous 8 hours (within the stated Support hours) that the issue remains unresolved for each user affected. (Maximum of 10 user day credits per week per Customer.)
	Other low priority issues not causing notable inconvenience		12 hours	Open ended	Not applicable
OWL Software Mobile App iOS	Available to download via App Store or to sideload (by agreement).	Available to download, open App and login so that User Interface is visible.	3 hours	8 hours	One OWL user day for every full and continuous 8 hours (within the stated support hours) that the issue remains unresolved for each user affected. (Maximum of 10 user day credits per week per Customer.)
	Functionality	a) Live view available b) Able to send and receive alerts	3 hours	8 hours	One OWL user day for every full and continuous 8 hours (within the stated support hours) that the issue remains unresolved for each user affected. (Maximum of 10 user day credits per week per Customer.)
	Other low priority issues not causing notable inconvenience		12 hours	Open ended	Not applicable
Tracker – Purchased	Functionality	Must connect to portal and be visible on Live View. Ability to associate with a Project. Provide an 8 hour battery life (based on 30 second update rate).	3 hours	24 hours	Tracker will be replaced on the next working day if issue cannot be solved remotely One OWL user day for every full working day (weekday only) that the tracker is not functioning.
	Other low priority issues not causing notable inconvenience		12 hours	Open ended	Not applicable
Tracker – Hired	Functionality	Must connect to portal and be visible on Live View. Ability to associate with a Project. Provide an 8 hour battery life (based on 30 second update rate).	3 hours	24 hours	Tracker will be replaced on the next working day if issue cannot be solved remotely. Tracker hire will not be charged for each full 24 hours that a tracker is not functioning. The monthly tracker hire charge will be reduced accordingly should this occur. Also one OWL user day will be credited for every full working day (weekday only) that the tracker is not functioning.
	Other low priority issues not causing notable inconvenience		12 hours	Open ended	Not applicable

Note – the durations listed for response times, resolution times and compensation levels are only counted during Support Service hours (Monday
to Friday, 8am to 5.30pm). For example, an issue reported with non-availability of the OWL Portal at 4pm on a Friday would have a 3 hour response
time which would become due at 9.30am on the following Monday.