Item 26 - Agreement for Data Analytics and Visualization_20251126164046995

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Docusign Envelope ID: 9BDBD300-F972-4CC8-8D30-40FE04AAD195 `/ Peregrine 7. Scheduled Maintenance and Emergency Maintenance 7.1. Scheduled Maintenance Peregrine may perform Scheduled Maintenance to maintain, update, or enhance the Service. Peregrine will use commercially reasonable efforts to provide End Users with at least seventy-two (72) hours advance notice of any Scheduled Maintenance expected to result in downtime or significant service degradation. Scheduled Maintenance will, whenever reasonably practicable, be performed outside of standard business hours. Scheduled Maintenance periods will be excluded from Availability calculations under this SLA. 7.2. Emergency Maintenance In cases where urgent maintenance is necessary to address critical issues, including security vulnerabilities, system instability, or compliance requirements, Peregrine may perform Emergency Maintenance without advance notice. Peregrine will use commercially reasonable efforts to minimize the impact of Emergency Maintenance on End Users. Emergency Maintenance periods will also be excluded from Availability calculations. 8. End User Responsibilities End User acknowledges and agrees that Peregrine's ability to provide the Service in accordance with this SLA depends on End User's cooperation and adherence to the following responsibilities: Access and Information: End User shall provide Peregrine with timely access to relevant personnel, systems, and information as reasonably necessary to diagnose and resolve Incidents. Reasonable Assistance: End User shall cooperate with Peregrine's support team by providing requested data, logs, documentation, and other materials necessary for troubleshooting. Designated Contacts: End User shall designate knowledgeable points of contact authorized to interact with Peregrine's support team on behalf of End User. Supported Environment: End User shall ensure that all devices, networks, and third -party systems interacting with the Service meet Peregrine's published technical requirements and are maintained in good operating condition. Compliance with Documentation: End User shall use the Service in accordance with Peregrine's published documentation and reasonable instructions. Failure of End User to fulfill its responsibilities may impact Peregrine's ability to meet the commitments outlined in this SLA. 9. Exclusions The commitments set forth in this SLA shall not apply to performance or availability issues arising from: