Managed Service Provider Agreement

Last updated June 16, 2026

MANAGED SERVICE PROVIDER AGREEMENT

This Managed Service Provider Agreement (“Agreement”) is entered into as of the date last executed below by and between Platform9 Systems, Inc., a Delaware corporation having its principal place of business at 2465 Latham St #110, Mountain View, CA 94040 (“Platform9”), and ______________, a [state of formation] [entity type], having its principal place of business at ____________ (“Partner”).

Platform9 and Partner agree as follows:

1. DEFINITIONS

The definitions of certain capitalized terms used in this Agreement are set forth below. Others are defined in the body of the Agreement, or in the accompanying Exhibits and/or Order Form.

“Affiliate” means, with respect to a party, any entity or person which directly or indirectly controls, is controlled by, or is under common control with that party.

“CPU Core” means a processing unit within a central processing unit (CPU) that executes instructions independently of other cores. A CPU Core is a physical device, not emulated or virtualized.

“CPU Socket” means a physical or virtual CPU socket.

“Partner Data” has the meaning ascribed to it in Section 8.1, below.

“Deliverables” means the Product features and functionality to be developed and demonstrated by Platform9 to Partner as provided in an applicable Order Form.

“Device” means 24 cores of X86 compute or such other applicable compute technology (e.g., as a vCPU) leveraged for the capacity of such Device.

“Documentation” means the written or online documentation regarding the Products made available by Platform9.

“Extended Support” has the meaning ascribed to it in Section 8 of Exhibit B, below.

“Hosted Software” means Platform9’s Management Plane delivered as Software-as-a-Service.

“Node” means any Physical Server or Virtual Server reporting into the Hosted Software.

“Non-Supported Version” means version n-3 or below of the applicable Product.

“Order Form” means each order document in writing submitted to Platform9 by Partner and accepted by Platform9, to purchase a Subscription to the Products for the price and Subscription Term set forth therein. Each Order Form, when executed by Platform9, will be incorporated herein by reference.

“Physical Server” means a computing device running an operating system on which Kubernetes is installed. The operating system runs directly on the hardware of the device, not within a hypervisor.

“Platform9 Management Plane” means Platform9’s proprietary software solution for managing (cloud and on-prem) computing environments.

“Products” means, collectively, the Hosted Software, the Self-Managed Software, the Software Agent, the Documentation, the Deliverables, and all modifications, updates, and upgrades to the foregoing and derivative works thereof.

“Self-Managed Software” means Platform9’s Management Plane delivered and installed within Partner’s or a User’s datacenter or infrastructure.

“Software Agent” means the Platform9 software downloaded by Partner to its datacenter and installed on physical servers in order to interact with the Hosted Software.

“Subscription” has the meaning ascribed to it in Section 2.1.

“Subscription Term” means the length of the Subscription set forth on the applicable Order Form.

“Support” means the technical support services set forth on Exhibit B.

“Supported Version” means versions n, n-1 or n-2 of the applicable Product.

“Trial Period” means any evaluation period for the Products designated as a trial, evaluation, or “PCSP Trial” on the applicable Order Form, during which Partner accesses the Products at no charge or at a designated trial rate.

“Users” means (i) individuals who are employees or contractors of Partner or (ii) customers of Partner, in either case that are authorized by Partner to use the Products.

“Virtual Server” means an emulated or virtual server running an operating system in a hypervisor on which Kubernetes is installed.

“vCPU” a virtual CPU Core.

2. ACCESS TO AND USE OF SERVICES

2.1 Right to Access and Use Products. Subject to the terms of this Agreement, Platform9 grants Partner a royalty-free, nonexclusive, nontransferable, worldwide, non-cancelable (except as otherwise expressly permitted under this Agreement) right during each Subscription Term to (i) use the Products described in the applicable Order Form for up to the entitlement identified on the Order Form, and (ii) download and install the Software on equipment owned or operated by or on behalf of Partner (together, the “Subscription”).

2.2 Restrictions. Partner will not: (i) access, or allow a third party (other than a User) to access, the Products in order to monitor the security of the Products, or for any competitive purposes without Platform9’s express written consent; (ii) market, sublicense, resell, lease, loan, transfer, or otherwise commercially exploit or make the Software or Products available to any third party, except to a third party that manages Partner’s computing environment; (iii) modify, create derivative works, decompile, reverse engineer, attempt to gain access to the source code, or copy the Products, or any of their components; (iv) use the Products to conduct any fraudulent, malicious, or illegal activities (each of (i) through (iv), a “Prohibited Use”).

2.3 Resale. Notwithstanding the restrictions in Section 2.2, Partner may resell the Products to end customers or other resellers, but only pursuant to a separate reseller agreement between Platform9 and Partner.

2.4 Professional Services. If the parties execute a Professional Services Addendum in substantially the form of Exhibit C (each, a “Professional Services Addendum”), then Platform9 will provide the additional training, consulting, and/or advanced support services set forth in the Professional Services Addendum (“Professional Services”). Platform9 will own any and all improvements to the Products made by or on behalf of Platform9 that arise out of the Professional Services. Partner will own any work made for hire created for Partner by Platform9 and specifically identified on the Addendum. Any conflict between the terms of this Agreement and a Professional Services Addendum will be resolved in favor of the Professional Services Addendum but only with respect to the subject matter thereof.

3. PLATFORM9 OBLIGATIONS

3.1 General. Platform9 is responsible for providing the Products in conformance with this Agreement, the Order Form(s), and applicable Documentation.

3.2 Availability. Platform9 uses its best efforts to ensure that the Hosted Software is available in accordance with the terms of the Service Level Agreement, which sets forth Partner’s remedies for any interruptions in the availability of the Hosted Software.

3.3 Support. If Partner experiences any errors, bugs, or other issues in its use of the Products, then Platform9 will provide Support to resolve the issue or provide a suitable workaround. The fee for Support is included in the cost of the subscription set forth on the Order Form. To ensure efficient communication, Partner will designate no more than three representatives to contact Platform9’s Support team (the “Partner Support Contacts”).

4. CUSTOMER OBLIGATIONS

4.1 System Administration. Partner will provide Platform9 contact information for Partner’s system administrator, who is authorized to provide the information required to configure and manage the Products (the “System Administrator”). Platform9 will provide Partner with a confidential access code to the administration tool, which may only be accessed by the System Administrator.

4.2 Network Maintenance and Updates. Partner is responsible for maintaining the servers, network, and other equipment used by Partner to create and maintain its computing environment, including but not limited to affirmatively updating the servers, network, and other equipment as may be requested or required for continued access and use.

5. TERM AND TERMINATION

5.1 Term. The term of this Agreement will commence on the Effective Date and will continue for a period of one year (the “Initial Term”), regardless of whether Partner has any active Subscriptions to the Products. The Initial Term will extend for the additional period of any successive Subscriptions then in effect pursuant to any Order Forms executed between the parties (the “Subscription Term”). The Initial Term together with any such extension pursuant to any such Subscription Term shall be the “Term.”

5.2 Termination for Cause. Either party may terminate this Agreement or any active Subscription for cause (i) upon 30 days written notice to the other party of a material breach if such breach remains uncured at the expiration of the 30-day period (or with immediate effect if such non-breaching party reasonably determines that such breach cannot be cured during such period), or (ii) if the other party becomes the subject of a petition in bankruptcy or any other proceeding relating to insolvency, receivership, liquidation or assignment for the benefit of creditors.

5.3 Effect of Termination. If Platform9 terminates this Agreement or any active Subscription in accordance with Section 5.2, then Partner will pay Platform9 any unpaid fees covering the Subscription Term then in effect, up until the date of termination. Upon termination or expiration of this Agreement for any reason, Platform9 will, upon written request, provide Partner with (i) a backup of all Partner Data within ten business days of the termination or expiration and (ii) the Documentation, API’s, and cloud provider instance information reasonably necessary for Partner to assume management of its networking environment without use of the Products.

5.4 Transition Support. In the event of termination of this Agreement or any Order Form hereunder, for any reason, Platform9 will, upon Partner’s reasonable written request, provide transition assistance for up to 60 days following the effective date of any such termination (the “Transition Period”), including, at Partner’s option, an extension of Partner’s continued use of the Product for such period, provided that Partner pay to Platform9 the Fees that would otherwise be applicable for such Transition Period under the Order Form then in effect.

5.5 Survival. The following provisions will survive any expiration or termination of the Agreement: Sections 7; 8.1; 9; 12; 13; and 14.

6. FEES AND PAYMENT

6.1 Fees. Partner will pay the fees for the Subscription set forth on the applicable Order Form. Following execution of the Order Form, Platform9 will submit an invoice to Partner for the Subscription, and payment will be due on the terms set forth on the Order Form (the “Due Date”). Pricing for an Order Form is for the applicable Subscription Term only.

6.2 Overdue Charges. If any undisputed, invoiced amount is not received by Platform9 by the Due Date, then (i) those charges may accrue late interest at the rate of 3.0% of the outstanding balance per month, or the maximum rate permitted by law, whichever is lower, and (ii) Platform9 may condition future Subscriptions on receipt of payment for previous Subscriptions and/or payment terms shorter than those specified on the previous Order Form.

6.3 Taxes. The Fees payable hereunder are exclusive of any sales taxes (unless included on the invoice), or similar governmental sales tax type assessments, excluding any income or franchise taxes on Platform9, which are specifically and particularly assessable with respect to the Products provided to Partner (collectively, “Taxes”). Partner is solely responsible for paying all Taxes associated with or arising from this Agreement and shall indemnify, hold harmless and reimburse Platform9 for all such Taxes paid or payable by, demanded from, or assessed upon Platform9.

6.4 Over-subscription. If Partner provisions a number of Nodes in excess of the number specified on the applicable Order Form, and the excess number remain provisioned for more than seven (7) days, then Platform9 will invoice Partner for the excess number of Nodes at the price as stated on the applicable Order Form during each month that the excess Nodes remain provisioned for at least one day.

6.5 Self-Managed Software; Reporting. If Partner is using Self-Managed Software, Partner will provide written license usage reports to Platform9, on a quarterly basis, no later than 30 days after the end of each quarter. Platform9 shall have the right, with reasonable notice to Partner, to audit Partner’s use of Products no more than once each calendar year to assure compliance with the terms of the license agreement.

7. CONFIDENTIALITY

7.1 Confidential Information. Except as explicitly excluded below, any information of a confidential or proprietary nature provided by a party (the “Disclosing Party”) to the other party (the “Receiving Party”) constitutes the Disclosing Party’s confidential and proprietary information (“Confidential Information”). Platform9’s Confidential Information includes the Products and any information conveyed to Partner in connection with Support. Partner’s Confidential Information includes Partner Data and any information conveyed to Platform9 regarding such Partner Data, its technology, and operations and/or its use of the Products. Confidential Information does not include information which the Receiving Party can demonstrate through reasonable evidence is (i) already known by the Receiving Party without an obligation of confidentiality to the Disclosing Party, other than pursuant to this Agreement; (ii) publicly known or becomes publicly known through no unauthorized act of the Receiving Party; (iii) rightfully received by the Receiving Party from a third party without a confidentiality obligation to the Disclosing Party; or (iv) independently developed by the Receiving Party without access to the Disclosing Party’s Confidential Information.

7.2 Confidentiality Obligations. Each Receiving Party will use the Confidential Information of the other party only as necessary to perform its obligations under this Agreement, will not disclose the Confidential Information to any third party, and will protect the confidentiality of the Disclosing Party’s Confidential Information with the same standard of care as the Receiving Party uses or would use to protect its own Confidential Information, but in no event will the Receiving Party use less than a reasonable standard of care. Notwithstanding the foregoing, the Receiving Party may share the other party’s Confidential Information with those of the Receiving Party’s employees, agents and representatives who reasonably have a need to know such information and who are bound by confidentiality obligations at least as restrictive as those contained herein (each, a “Representative”). Each party shall be responsible for any breach of confidentiality by any of its Representatives.

7.3 Additional Exclusions. A Receiving Party will not violate its confidentiality obligations hereunder if it discloses the Disclosing Party’s Confidential Information if required by applicable laws, including by court subpoena or similar instrument so long as the Receiving Party provides the Disclosing Party with written notice of the required disclosure to allow the Disclosing Party to contest or seek to limit the disclosure or obtain a protective order. If no protective order or other remedy is obtained, the Receiving Party will furnish only that portion of the Confidential Information that its counsel advises it is legally required, and agrees to exercise reasonable efforts to ensure that confidential treatment will be accorded to the Confidential Information so disclosed.

8. DATA PROTECTION

8.1 Partner Data. In connection with its use of the Products, Partner will transfer a limited amount of information to Platform9, consisting exclusively of (i) metadata about Partner’s and/or its Users’ networks and computing environments, including the host server’s operating systems, memory, CPU, storage, network and virtual machine attributes (collectively, “Metadata”), and (ii) User login information, including name, email, username, and password, except that if Partner makes use of SAML authentication, then only an individual User’s name will be transferred to Platform9 (collectively, “User Data” and together with Metadata, “Partner Data”). Subject always to the confidentiality obligations herein, Platform9 uses Partner Data exclusively for the purpose of providing the Products and Support to Partner, and Partner grants Platform9 a limited license during the Subscription Term to use Partner Data to the extent reasonably necessary to do so.

8.2 Security. Platform9 maintains the physical, technical, and administrative safeguards described at http://assets.platform9.net/security.pdf (“Security Measures”) in order to protect Partner Data and assist Partner with securing its own computing environment in its use of the Products.

9. OWNERSHIP

9.1 Platform9 Property. Platform9 owns and retains all right, title, and interest in and to the Product. Except for the limited license granted to Partner in Section 2.1, Platform9 does not by means of this Agreement or otherwise transfer any rights in the Products to Partner.

9.2 Partner Property. Partner owns and retains all right, title, and interest in and to the Partner Data and does not by means this Agreement or otherwise transfer any rights in the Partner Data to Platform9, except for the limited license set forth in Section 8.1.

10. REPRESENTATIONS AND WARRANTIES

10.1 Mutual Representations and Warranties. Each party represents and warrants it has validly entered into this Agreement and has the legal power to do so.

10.2 Limited Warranty. Platform9 warrants that (a) the Products will conform with the Documentation; and (b) the Products will be provided in a manner consistent with generally accepted and commercially reasonable industry standards.

10.3 Disclaimer. Except for the limited warranties set forth in this Section 10, the Products are provided “as is” to the fullest extent permitted by law. Platform9 and its licensors expressly disclaim all other warranties, express or implied, including warranties of performance, merchantability, fitness for any purposes, and non-infringement. Platform9 does not warrant that the Products (i) are error-free, (ii) will perform uninterrupted, or (iii) will meet Partner’s requirements.

11. INSURANCE

11.1 Insurance Coverage. Platform9 will maintain in full force and effect (and will name and maintain Partner as a named additional insured thereunder) the following policies and levels of insurance during the Term:

(a) Commercial general liability insurance on an occurrence basis for bodily injury, death, property damage, and personal injury, with coverage limits of not less than $2,000,000 per occurrence and $4,000,000 general aggregate for bodily injury and property damage;

(b) Umbrella liability insurance on an occurrence form, for limits of not less than $3,000,000 per occurrence and in the aggregate; and

(c) Technology Errors & Omissions and Cyber-risk on an occurrence or claims-made form, for limits of not less than $5,000,000 annual aggregate covering liabilities for financial loss resulting or arising from acts, errors or omissions in the rendering of the Products, or from data damage, destruction, or corruption, including without limitation, unauthorized access, unauthorized use, virus transmission, denial of service, and violation of privacy from network security failures in connection with the Products. Coverage will be maintained for a period of no less than three years following termination of this Agreement.

11.2 Carrier Quality. Insurance carriers will be rated A-VII or better by A.M. Best Provider. Platform9’s coverage will be considered primary without right of contribution of Partner’s insurance policies. In no event will the foregoing coverage limits affect or limit in any manner Platform9’s contractual liability for indemnification or any other liability of Platform9 under this Agreement.

12. INDEMNIFICATION

12.1 By Platform9. Platform9 will indemnify, defend, and hold Partner, its Affiliates, and their respective owners, directors, members, officers, and employees (collectively, “Partner Indemnitees”) harmless from and against any claim, action, demand, suit or proceeding (each a “Claim”) made or brought by an unaffiliated third party against any of the Partner Indemnitees alleging that Partner’s use of the Products infringes or misappropriates any patent, trademark, copyright, or any other intellectual property of such third party. Platform9 will pay any settlement of such Claim, or any damages finally awarded against any Partner Indemnitees by a court of competent jurisdiction as a result of any such Claim, so long as Partner (i) gives Platform9 prompt written notice of the Claim, (ii) gives Platform9 sole control of the defense and settlement of the Claim (provided that Platform9 may not settle any Claim without the Partner Indemnitee’s written consent, which will not be unreasonably withheld), and (iii) provides to Platform9 all reasonable assistance, at Platform9’s request and expense. If Partner’s right to use the Products hereunder is, or in Platform9’s reasonable opinion is likely to be, enjoined as the result of a Claim, then Platform9 may, at Platform9’s sole option and expense procure for Partner the right to continue using the Products under the terms of this Agreement, or replace or modify the Products so as to be non-infringing and substantially equivalent in function to the claimed infringing or enjoined Products. Platform9 will have no indemnification obligations under this Section 12.1 to the extent that a Claim arises from: (a) use of the Products by Partner or the applicable Partner Indemnitee in a manner other than as expressly permitted in this Agreement; (b) any alteration or modification of the Products by Partner or the applicable Partner Indemnitee, except as expressly authorized by Platform9; (c) the combination of the Products by Partner or the applicable Partner Indemnitee with any other software, product, or services (to the extent that the alleged infringement arises from such combination); or (d) specifications provided by Partner. This Section 12.1 sets forth Platform9’s sole and exclusive liability, and Partner’s exclusive remedies, for any Claim of infringement or misappropriation of intellectual property.

12.2 By Partner. Partner will indemnify, defend, and hold Platform9, its Affiliates, and their respective owners, directors, members, officers, and employees (together, the “Platform9 Indemnitees”) harmless from and against any Claim arising out of (a) Partner’s or a User’s engaging in a Prohibited Use, and (b) all acts or omissions of its Users that would constitute a Prohibited Use. Partner will pay any settlement of and any damages finally awarded against any Platform9 Indemnitee by a court of competent jurisdiction as a result of any such Claim so long as Platform9 (i) gives Partner prompt written notice of the Claim, (ii) gives Partner sole control of the defense and settlement of the Claim (provided that Partner may not settle any Claim without Platform9’s prior written consent which will not be unreasonably withheld), and (iii) provides to Partner all reasonable assistance, at Partner’s request and expense.

13. LIMITATIONS OF LIABILITY

13.1 NEITHER PARTY NOR ITS AFFILIATES NOR THE OFFICERS, DIRECTORS, EMPLOYEES, SHAREHOLDERS, AGENTS OR REPRESENTATIVES OF ANY OF THEM WILL BE LIABLE TO THE OTHER PARTY FOR ANY INCIDENTAL, INDIRECT, SPECIAL, EXEMPLARY OR CONSEQUENTIAL DAMAGES, WHETHER FORESEEABLE OR UNFORESEEABLE, THAT MAY ARISE OUT OF OR IN CONNECTION WITH THIS AGREEMENT, EVEN IF SUCH OTHER PARTY HAS BEEN NOTIFIED OF THE POSSIBILITY OR LIKELIHOOD OF SUCH DAMAGES OR COSTS OCCURRING AND WHETHER SUCH LIABILITY IS BASED ON CONTRACT, TORT, NEGLIGENCE, STRICT LIABILITY, PRODUCTS LIABILITY OR OTHERWISE.

13.2 EACH PARTY AGREES THAT WITH THE EXCEPTION OF THE INDEMNIFICATION OBLIGATIONS UNDER SECTION 12, THE CONFIDENTIALITY OBLIGATIONS UNDER SECTION 7, AND PLATFORM9’S SECURITY OBLIGATIONS UNDER SECTION 8.2 (TOGETHER, THE “EXCLUDED CLAIMS”), AND ABSENT GROSS NEGLIGENCE OR INTENTIONAL MISCONDUCT, IN NO EVENT WILL THE COLLECTIVE LIABILITY OF EITHER PARTY, OR THEIR RESPECTIVE AFFILIATES, OFFICERS, DIRECTORS, EMPLOYEES, SHAREHOLDERS, AGENTS AND REPRESENTATIVES, TO THE OTHER PARTY FOR ANY AND ALL DAMAGES, INJURIES, AND LOSSES ARISING FROM ANY AND ALL CLAIMS AND CAUSES OF ACTION ARISING OUT OF, BASED ON, RESULTING FROM, OR IN ANY WAY RELATED TO THIS AGREEMENT EXCEED THE TOTAL AMOUNT PAID OR PAYABLE BY CUSTOMER TO PLATFORM9 UNDER THIS AGREEMENT. THE EXISTENCE OF MULTIPLE CLAIMS OR SUITS UNDER OR RELATED TO THIS AGREEMENT WILL NOT ENLARGE OR EXTEND THE LIMITATION OF MONEY DAMAGES WHICH WILL BE THE CLAIMANT’S SOLE AND EXCLUSIVE REMEDY. NOTWITHSTANDING THE FOREGOING, PLATFORM9’S TOTAL, CUMULATIVE LIABILITY FOR ALL EXCLUDED CLAIMS WILL NOT EXCEED THREE (3) TIMES THE TOTAL AMOUNT PAID OR PAYABLE BY CUSTOMER TO PLATFORM9 UNDER THIS AGREEMENT.

14. MISCELLANEOUS

This Agreement is the entire agreement between Partner and Platform9 and supersedes all prior agreements and understandings concerning the subject matter hereof and may not be amended or modified except by a writing signed by both parties. Partner and Platform9 are independent contractors, and this Agreement will not establish any relationship of partnership, joint venture, or agency between Partner and Platform9. Failure to exercise any right under this Agreement will not constitute a waiver of such right. There are no third-party beneficiaries to this Agreement. This Agreement is and shall be governed, construed, and enforced by the laws of California without reference to conflicts of law rules. For any claim, cause, action, or dispute arising from this Agreement, the Parties consent to personal jurisdiction and the exclusive venue of the federal and state courts, as applicable, located in Santa Clara County, California. Any notice provided by one party to the other under this Agreement will be in writing and sent by overnight courier or certified mail (receipt requested) to the address above. If any provision of this Agreement is found unenforceable, this Agreement will be construed as if it had not been included. Neither party may assign this Agreement without the prior, written consent of the other party, except that either party may assign this Agreement without such consent by fact or act of corporate succession in connection with an acquisition of the assigning party or a sale of all or substantially all of its assets. This Agreement may be executed in two or more counterparts, each of which will be deemed an original, but all of which together will constitute one and the same instrument. Facsimile or other electronic copies of such signed copies will be deemed to be binding originals.

IN WITNESS WHEREOF, the parties hereto have caused this Agreement to be executed by their duly authorized representatives.

[Signature Page to Managed Service Provider Agreement]

EXHIBIT A

SERVICE LEVEL AGREEMENT FOR PLATFORM9 PRIVATE CLOUD DIRECTOR (PCD)

1.Definitions. For purposes of this Service Level Agreement, the following terms have the meaning ascribed to each term below:

“Downtime” means if Partner is unable to access the Hosted Software by means of a web browser and/or API as a result of failure(s) in the Platform9’s software or architecture, as confirmed by Platform9.

“Monthly Uptime Percentage” means the total number of minutes in a calendar month minus the number of minutes of Downtime suffered in a calendar month, divided by the total number of minutes in a calendar month.

“Service Credit” means the number of days that Platform9 will add to the end of the Term, at no charge to Partner.

2.Service Level Warranty. During the Term, the Hosted Software will be operational and available to Partner at least 99.9% of the time in any calendar month (“Service Level Warranty”). If the Monthly Uptime Percentage does not meet the Service Level Warranty in any calendar month, and if Partner meets its obligations under this Agreement, then Partner will be eligible to receive Service Credit as follows:

3.Partner Must Request Service Credit. In order to receive Service Credit, Partner must notify Platform9 within 30 days from the time Partner becomes eligible to receive a Service Credit under the terms of this Agreement. Failure to comply with this requirement will forfeit Partner’s right to receive Service Credit.

4.Maximum Service Credit. The aggregate maximum amount of Service Credit to be issued by Platform9 to Partner for all Downtime that occurs in a single calendar month will not exceed 15 days. Service Credit may not be exchanged for, or converted into, monetary amounts.

5.Exclusions. The Service Level Warranty does not apply to any performance issues that (i) are caused by riots, insurrection, fires, flood, storm, explosions, acts of God, war, terrorism, earthquakes, or any other causes that are beyond Platform9’s reasonable control so long as Platform9 uses commercially reasonable efforts to mitigate the effects of such force majeure, (ii) resulted from Partner’s equipment or third party equipment or service (e.g. Partner’s internet connection), or both, or (iii) resulted from Partner’s violation of the Agreement.

6.Exclusive Remedy. This Agreement sets forth Partner’s sole and exclusive remedy for any failure by Platform9 to meet the Service Level Warranty.

7.Trial Period Exception. The Service Level Warranty in Section 2 does not apply during a Trial Period. During a Trial Period, the Hosted Software is provided on an as-available basis with no uptime commitment, and Partner is not eligible for Service Credit. The Service Level Warranty takes effect at the start of the paid Subscription Term.

EXHIBIT B

SUPPORT TERMS

This Support Services Exhibit sets forth the terms on which Platform9 provides technical support (“Support”) to Partner (“Support Terms”).

1.Definitions

“Error” means a failure of the Products to conform to the Documentation, resulting in the inability to use, or material restriction in the use of, the Products.

“Escalation” means the process by which Platform9 will work continuously, and at multiple levels of its organization, to resolve an Error if not resolved within a commercially reasonable timeframe considering the Priority Level of the Error.

“Start Time” means the time at which Platform9 first becomes aware of an Error during Platform9’s regular business hours, following initiation of a Support case by Partner in accordance with Sections 2 and 3, below.

2.General. During a Subscription Term, Platform9 will provide the Support described in these Support Terms 24 hours a day, 7 days a week.

3.Contacts. The Partner Support Contacts may initiate a Support case by emailing support@Platform9.com, by opening a Support ticket on the Platform9 Support portal at www.platform9.com/support, or by calling the Platform9 Support Line at (650) 898-7369. Emergency cases must be opened via phone. Partner may initiate an unlimited number of Support cases.

4.Priority Levels and Timeframes. Platform9 will establish the Priority Level of an Error and the corresponding Support case in its sole discretion and will use its best efforts to resolve the Error after responding to the Partner Support Contact(s) within the Response Times set forth below. If an Error is not addressed within a commercially reasonable timeframe considering the Priority Level, then Platform9 will commence an Escalation.

Trial Period Exception. Notwithstanding anything to the contrary in these Support Terms, the Response Times set forth in this Section 4 do not apply during a Trial Period. During a Trial Period, Platform9 will use commercially reasonable efforts to respond to Support cases but makes no commitment as to any Response Time, and the Escalation process is not triggered by elapsed time. The Response Time commitments in this Section 4 take effect at the start of the paid Subscription Term.

5.Maintenance Window. Partner will provide Platform9 with a monthly maintenance window during which Platform9 may adjust its computing environment to appropriately align its capacity with Partner’s usage. The parties will work together to monitor and anticipate changes to Partner’s deployment that may warrant capacity adjustments. A minimum of 7 days notice will be provided to schedule the maintenance window.

6.Standard Support. To receive Standard Support, Partner is required to be running on a Supported Version (i.e., n, n-1 or n-2). Partner will automatically be enrolled into Extended Support for Non-Supported Versions (i.e., n-3 or older).

7.Extended Support. Partner will be charged the Extended Support Fee for Extended Support. Extended Support allows Partner to continue receiving Support for Products of a version older than the Supported Version past the end date of Standard Support. Extended Support is for versions n-3 and above. On the date which Standard Support expires, Platform9 will automatically enroll Partner Nodes in Extended Support. Automatic enrollment into Extended Support does not change the Node and does not impact the uptime or performance of Partner Nodes.

For example, if the end of Standard Support date for version n-2 is July 31 (release of the new version), 2024. If Partner does not manually upgrade to version n-1 before July 31, 2024 the Nodes become n-3 on July 31, 2024, and Platform9 automatically enrolls Partner Nodes in Extended Support on July 31, 2024. Starting July 1, 2024, Platform9 will automatically invoice Partner for the upcoming quarter of Extended Support.

Extended Support is available for up to one year past the end of Standard Support date. After this time, if Partner has not upgraded to a supported version, then Platform9 will mandate an upgrade.

8.Extended Support Fee. Extended Support Fee is calculated monthly and automatically invoiced quarterly. The first six months of Extended Support is charged at 2x the per node price set out in the Order Form. The second six months is charged at 4x the per node price set out in the Order Form. Platform9 recommends that Partner upgrades to a supported version as soon as possible.

Pricing example: Per Node price on Order Form is $2500 per year, which is equivalent to $625 per quarter. In the first 3 months Extended Support Fee is $625 x 2 = $1,250. In the second 3 months Extended Support Fee is $625 x 2 = $1,250. In the third 3 months Extended Support Fee is $625 x 4 = $2,500. In the fourth 3 months Extended Support Fee is $625 x 4 = $2,500. The total for a full year of Extended Support for a Node will be $7,500.

9.Conditions, Exclusions, and Termination.

a.Conditions. Platform9’s obligation to provide Support is conditioned upon the following: (i) Partner makes reasonable efforts to solve the Error after consulting with Platform9; (ii) Partner provides Platform9 with sufficient information and resources to correct the Error, as well as any and all assistance reasonably requested by Platform9; and (iii) Partner procures, installs, and maintains all equipment, telephone lines, communication interfaces and other hardware necessary to access and operate the Products.

b.Exclusions. Platform9 is not obligated to provide Support in the following situations: (i) the problem is caused by Partner’s negligence, hardware malfunction, or other causes beyond the reasonable control of Platform9; or (ii) the problem is with third party software not licensed through Platform9.

c.Termination. Platform9 reserves the right to conclude its performance of a Support case when, in its reasonable discretion, Platform9 determines that it has provided a satisfactory resolution or workaround to the Error.