Data Processing Agreement — smb service level agreement

5.15.1

·Our Legora support team handles all technical support and is available per the following support levels:

·(a) Level 3 support - Our team is available to support business hours Monday through Friday (except Swedish Bank Holidays). Business hours are defined as 08:00-18:00 CET for European subscribers, and 09:00-20:00 ET for US subscribers.

·(b) Level 2 support - Our team is available to support during weekends and Swedish Bank Holidays.

·(c) Level 1 support - Our team is available to support 24/7, 365 days a year. 5.1

·Our Legora support team handles all technical support and is available per the following support levels:

·(a) Level 3 support - Our team is available to support business hours Monday through Friday (except Swedish Bank Holidays). Business hours are defined as 08:00-18:00 CET for European subscribers, and 09:00-20:00 ET for US subscribers.

·(b) Level 2 support - Our team is available to support during weekends and Swedish Bank Holidays.

·(c) Level 1 support - Our team is available to support 24/7, 365 days a year. 5.2

·You may initiate a support request by (i) sending us an email at support@legora.com or (ii) opening a direct chat conversation within the Legora Platform, (iii) contacting your dedicated service team and/or contact as may be set forth in your Order Form. 5.2

·You may initiate a support request by (i) sending us an email at support@legora.com or (ii) opening a direct chat conversation within the Legora Platform, (iii) contacting your dedicated service team and/or contact as may be set forth in your Order Form. INITIAL RESPONSE TIME INITIAL RESPONSE TIME

·The Subscriber shall limit the provision of Personal Data to Legora to what is necessary for the purpose of the Agreement. For example, the Subscriber shall not include Personal Data, other than technical contact information, in technical support tickets.

·The Subscriber shall limit the provision of Personal Data to Legora to what is necessary for the purpose of the Agreement. For example, the Subscriber shall not include Personal Data, other than technical contact information, in technical support tickets.