SUPPORT

AND

SERVICE LEVEL AGREEMENT

This Exhibit defines the Support terms and Service Level Agreement (“SLA”) between RisingWave and Customer.

This Exhibit does not apply to No-Fee Service.

1. Definitions. All capitalized terms not defined below shall have the meaning in the RisingWave Cloud Terms.

1.1. “Annual Uptime Percentage” is calculated by subtracting from 100% the percentage of 5-minute periods

during the Service Year in which Service was in the state of “Service Unavailable.” If Customer has been

using Services for less than 365 days, Customer’s Service Year is still the preceding 365 days but any days

prior to Customer’s use of the service will be deemed to have had 100% Service Availability. Any

downtime occurring prior to a successful Service Credit claim cannot be used for future claims. Annual

Uptime Percentage measurements exclude downtime resulting directly or indirectly from any SLA

Exclusion (defined below).

1.2. “Error(s)” means any verifiable and reproducible failure of the Service to materially conform to the

specifications in the Documentation unless such failure (a) results from Customer’s misuse or improper

use of the Service; (b) does not materially affect the operation and use of the Service; (c) results from the

modification by Customer or any third party of the Service in a fashion not contemplated by the

Agreement; (d) results from Customer’s failure to implement in a timely manner any improvements or

modifications to the Service provided to Customer; (e) results from Customer’s failure to use minimum

system configurations as stated in the Documentation, or (f) results from hardware, software, internet

access, cloud services and all other systems and infrastructure Customer is responsible to provide for

using the Services.

1.3. “Eligible Credit Period” is a single month in which the most recent Unavailable event in the SLA claim

occurred.

1.4. “Response Time” The Response Time is the time to an acknowledgement to Customer of the service

request.

1.5. “Service Credit” is a dollar credit that RisingWave may credit back to Customer under a Sales Order for

Services.

1.6. “Service Unavailable” means that access to the Service is “Unavailable” to Customer.

1.7. “Service Year” is the preceding 365 days from an SLA claim.

1.8. “Critical” means the applicable Service is non-functional or inoperative causing a severe impact on

customer's business operations, with no workaround available.

1.9. “High” means important features are unavailable causing significant or ongoing interruptions of use of

critical functions with no acceptable workaround available.

1.10. “Medium” means important features are unavailable but workaround is available, causing minor or no

interruptions of customer's business operations.

1.11. “Low” means any general questions, enhancement requests, or minor issues causing little or no

interruptions on customer's business operations.

1.12. “Workaround” means a temporary solution to an Error that RisingWave has implemented, or enabled

Customer to implement and that allows the Service to regain functionality under the Documentation.

1.13. “Unavailable” means the Service may not be accessed or is severely restricted for a period of over 5

minutes due to circumstances within RisingWave’s control.

2. Support Services.

2.1 Support. RisingWave shall provide Support at the tier specified in the applicable Order. These Support

tiers are described as follows:

Support Tier

Community

Standard

Premium

Service Hours

8x5 (9am-5pm PT)

12x5 (6am-6pm PT)

24x7

Response Time

Critical

Best Effort

4 hours

1 hour

High

Best Effort

12 hours

4 hours

Medium

Best Effort

24 hours

12 hours

Low

Best Effort

48 hours

24 hours

Dedicated Slack Channel

Yes

Max Technical Contacts

Named Support Engineer

Yes

Solution Engineer Access

2 Hours/Month

8 Hours/Month

a) Resolution. No resolution time is provided, however RisingWave shall work expeditiously to resolve

and/or implement Workarounds for any critical or high support requests. RisingWave shall use its sole

reasonable discretion when categorizing support requests.

b) Exclusions from Support Services. RisingWave shall have no obligation to provide support services for

Services for any Customer hardware, software, or third party services and systems, such as cloud

testing serviced used by Customer for use of the Service or for any failure or defect in the Services

caused by: (i) the improper use, alteration, or damage of the Services by Customer or persons not

authorized by RisingWave; (ii) modifications to the Services not provided or approved in writing by

RisingWave; (iii) hardware, applications or other software not provided or approved in writing by

RisingWave or that do not meet minimum configuration requirements as stated in the Documentation;

(iv) hardware or internet failures.

c) Additional Services. If RisingWave performs services at Customer’s request beyond the support

services in this exhibit, Customer shall be billed at RisingWave’s then current charges for such services.

RisingWave shall be under no obligation to provide any such services.

2.2 Customer Responsibilities.

a) Errors. Customer agrees to notify RisingWave in writing promptly following the discovery of any Error

via contact@risingwave-labs.com. or dedicated Slack channel if applicable. Upon discovery of an Error

by Customer, Customer agrees, if requested by RisingWave, to submit promptly to RisingWave a listing

of output and any other data, including the operating conditions under which the Error occurred or

was discovered, that RisingWave may reasonably require to reproduce the Error. Such listings, data,

and requested information shall be deemed RisingWave’s Confidential Information.

b) Point of Contact. Customer shall promptly identify technical contacts prior to the start of Services.

Customer may change technical contacts no more than once per calendar quarter.

3. Service Commitments and Service Credits

3.1 RisingWave will use commercially reasonable efforts to make Services available with an Annual

Uptime Percentage (defined below) of at least 99.9% during the Service Year excluding planned maintenance. In

the event the Service does not meet the Annual Uptime Percentage commitment, Customer will be eligible to

receive a Service Credit as described below.

3.2 If the Annual Uptime Percentage for a customer drops below 99.9% for the Service Year, that

customer is eligible to receive a Service Credit equal to 2% of ratable License Fee for the Eligible Credit Period. To

file a claim, a customer does not have to have wait 365 days from the day they used the Service or 365 days from

their last successful claim. A customer can file a claim any time their Annual Uptime Percentage over the trailing

365 days drops below 99.9% to a maximum of 10% of an annual service credit.

3.3 RisingWave will apply any Service Credits against future payments otherwise due from Customer and

then at renewal of the Services. Service Credits shall only entitle Customer to a refund if and when the Service is

not renewed. Service Credits may not be transferred or applied to any other account, or Order. Customer’s sole

and exclusive remedy for any unavailability of the Services is the receipt of a Service Credit under the terms of this

SLA.

4. Services Credit Request and Payment Procedures

4.1 To receive a Service Credit, Customer must submit a request by sending an e-mail message to

contact@risingwave-labs.com. To be eligible, the credit request must (i) include Customer’s account name in the

subject of the e-mail message; (ii) include, in the body of the e-mail, the dates and times of each incident of Service

Unavailable that Customer claims to have experienced; (iii) include Customer’s server request logs that document

the errors and corroborate Customer’s claimed outage (any confidential or sensitive information in these logs

should be removed or replaced with asterisks); and (iv) be received by RisingWave within thirty (30) business days

of the last reported incident in the SLA claim. If the Annual Uptime Percentage of such request is confirmed by

RisingWave and is less than 99.9% for the Service Year, then RisingWave will issue the Service Credit to Customer

within one billing cycle following the month in which the request occurred. Customer’s failure to provide the

request and other information as required above will disqualify Customer from receiving a Service Credit,

5. SLA Exclusions

5.1 The Service Commitment does not apply to any suspension or termination of Services or any other

Services performance issues: (i) caused by factors outside of RisingWave’s reasonable control, including any force

majeure event or Internet access or related problems beyond the demarcation point of the Services; (ii) that result

from any actions or inactions of Customer or any third party; (iv) that result from Customer’s equipment, software

or other technology and/or third party equipment, software or other technology (other than third party

equipment within RisingWave’s direct control); (v) that result from failures of individual instances not attributable

to Services Unavailability; or (vi) arising from RisingWave’s suspension and termination of Customer’s right to use

the Services (collectively, the “SLA Exclusions”). If availability is affected by factors other than those explicitly listed

in this agreement, RisingWave may issue a Service Credit considering such factors in RisingWave’s sole discretion.