Common use of Issue Date Comment Clause in Contracts

Issue Date Comment. Author FINAL 28/11/2017 SLA agreed with the customer. Xxxxxxxx Xx Xxxxx Xxxxxxxxxx Xxxxxxxxx V1 14/12/2018 The provider has extended the RAM of one node of the CKAN cluster from 16GB to 32GB. Updated the OLA Xxxxxxxx Xx Xxxxx V2 21/02/2019 Added the provider for supporting the Community Feedback Mechanism core service Xxxxxxxx Xx Xxxxx 24/07/2019 change name of the provider from CESNET- MetaCloud to CESNET-MCC Xxxxxxxxxx Xxxxxxxxx TERMINOLOGY The EGI glossary of terms is available at: xxxxx://xxxx.xxx.xx/wiki/Glossary For the purpose of this Agreement, the following terms and definitions apply. The key words "MUST", "MUST NOT", "REQUIRED", "SHALL", "SHALL NOT", "SHOULD", "SHOULD NOT", "RECOMMENDED", “MAY", and "OPTIONAL" in this document are to be interpreted as described in RFC 2119. Contents

Issue Date Comment. Author FINAL 28/11/2017 16/09/2016 SLA agreed with the customer. signed Xxxxxxxx Xx Xxxxx Xxxxxxxxxx Xxxxxxxxx V1 14/12/2018 The provider has extended the RAM of one node of the CKAN cluster from 16GB to 32GB. v2 13/03/2018 Updated the OLA SLA until 01/2019 Xxxxxxxx Xx Xxxxx V2 21/02/2019 Added the provider for supporting the Community Feedback Mechanism core service v3 19/12/2018 Extended SLA with Customer till 01/2020 Xxxxxxxx Xx Xxxxx v4 24/07/2019 change Changed the name of the provider from CESNET- CESNET-MetaCloud to CESNET-MCC Xxxxxxxxxx Xxxxxxxxx v5 22/11/2019 Extended SLA with Customer till 01/2021 Xxxxxxxx Xx Xxxxx v6 19/03/2020 Extended the OLA with GPU resource Xxxxxxxx Xx Xxxxx v7 16/02/2021 Extended the SLA with Customer till 06/2023 Xxx Xxxx TERMINOLOGY The EGI glossary of terms is available at: xxxxx://xxxx.xxx.xx/wiki/Glossary For the purpose of this Agreement, the following terms and definitions apply. The key words "MUST", "MUST NOT", "REQUIRED", "SHALL", "SHALL NOT", "SHOULD", "SHOULD NOT", "RECOMMENDED", “MAY", and "OPTIONAL" in this document are to be interpreted as described in RFC 2119. ContentsContents 1 The Services 4 2 Service hours and exceptions 14 3 Support 14 3.1 Incident handling 14 3.2 Service requests 15 4 Service level targets 15 5 Limitations and constraints 17 6 Communication, reporting and escalation 18

Issue Date Comment. Author FINAL 28/11/2017 16/09/2016 SLA agreed with the customer. signed Xxxxxxxx Xx Xxxxx Xxxxxxxxxx Xxxxxxxxx V1 14/12/2018 The provider has extended the RAM of one node of the CKAN cluster from 16GB to 32GB. v2 13/03/2018 Updated the OLA SLA until 01/2019 Xxxxxxxx Xx Xxxxx V2 21/02/2019 Added the provider for supporting the Community Feedback Mechanism core service v3 19/12/2018 Extended SLA with Customer till 01/2020 Xxxxxxxx Xx Xxxxx 24/07/2019 change name of the provider from CESNET- MetaCloud to CESNET-MCC Xxxxxxxxxx Xxxxxxxxx TERMINOLOGY The EGI glossary of terms is available at: xxxxx://xxxx.xxx.xx/wiki/Glossary For the purpose of this Agreement, the following terms and definitions apply. The key words "MUST", "MUST NOT", "REQUIRED", "SHALL", "SHALL NOT", "SHOULD", "SHOULD NOT", "RECOMMENDED", “MAY", and "OPTIONAL" in this document are to be interpreted as described in RFC 2119. ContentsContents 1 The Services 4 2 Service hours and exceptions 14 3 Support 14 3.1 Incident handling 14 3.2 Service requests 15 4 Service level targets 15 5 Limitations and constraints 17 6 Communication, reporting and escalation 18

Issue Date Comment. Author FINAL 28/11/2017 16/09/2016 SLA agreed with the customer. signed Xxxxxxxx Xx Xxxxx Xxxxxxxxxx Xxxxxxxxx V1 14/12/2018 The provider has extended the RAM of one node of the CKAN cluster from 16GB to 32GB. v2 13/03/2018 Updated the OLA SLA until 01/2019 Xxxxxxxx Xx Xxxxx V2 21/02/2019 Added the provider for supporting the Community Feedback Mechanism core service v3 19/12/2018 Extended SLA with Customer till 01/2020 Xxxxxxxx Xx Xxxxx v4 24/07/2019 change Changed the name of the provider from CESNET- CESNET-MetaCloud to CESNET-MCC Xxxxxxxxxx Xxxxxxxxx v5 22/11/2019 Extended SLA with Customer till 01/2021 Xxxxxxxx Xx Xxxxx TERMINOLOGY The EGI glossary of terms is available at: xxxxx://xxxx.xxx.xx/wiki/Glossary For the purpose of this Agreement, the following terms and definitions apply. The key words "MUST", "MUST NOT", "REQUIRED", "SHALL", "SHALL NOT", "SHOULD", "SHOULD NOT", "RECOMMENDED", “MAY", and "OPTIONAL" in this document are to be interpreted as described in RFC 2119. ContentsContents 1 The Services 4 2 Service hours and exceptions 14 3 Support 14 3.1 Incident handling 14 3.2 Service requests 15 4 Service level targets 15 5 Limitations and constraints 17 6 Communication, reporting and escalation 18

Issue Date Comment. Author FINAL 28/11/2017 16/09/2016 SLA agreed with the customer. signed Xxxxxxxx Xx Xxxxx Xxxxxxxxxx Xxxxxxxxx V1 14/12/2018 The provider has extended the RAM of one node of the CKAN cluster from 16GB to 32GB. v2 13/03/2018 Updated the OLA SLA until 01/2019 Xxxxxxxx Xx Xxxxx V2 21/02/2019 Added the provider for supporting the Community Feedback Mechanism core service v3 19/12/2018 Extended SLA with Customer till 01/2020 Xxxxxxxx Xx Xxxxx 24/07/2019 change name of the provider from CESNET- MetaCloud to CESNET-MCC Xxxxxxxxxx Xxxxxxxxx TERMINOLOGY The EGI glossary of terms is available at: xxxxx://xxxx.xxx.xx/wiki/Glossary For the purpose of this Agreement, the following terms and definitions apply. The key words "MUST", "MUST NOT", "REQUIRED", "SHALL", "SHALL NOT", "SHOULD", "SHOULD NOT", "RECOMMENDED", “MAY", and "OPTIONAL" in this document are to be interpreted as described in RFC 2119. ContentsContents 1 The Services 4 2 Service hours and exceptions 14 3 Support 14 3.1 Incident handling 14 3.2 Service requests 15 4 Service level targets 15 5 Limitations and constraints 17 6 Communication, reporting and escalation 18

Issue Date Comment. Author FINAL 28/11/2017 16/09/2016 SLA agreed with the customer. signed Xxxxxxxx Xx Xxxxx Xxxxxxxxxx Xxxxxxxxx V1 14/12/2018 The provider has extended the RAM of one node of the CKAN cluster from 16GB to 32GB. v2 13/03/2018 Updated the OLA SLA until 01/2019 Xxxxxxxx Xx Xxxxx V2 21/02/2019 Added the provider for supporting the Community Feedback Mechanism core service v3 19/12/2018 Extended SLA with Customer till 01/2020 Xxxxxxxx Xx Xxxxx v4 24/07/2019 change Changed the name of the provider from CESNET- CESNET-MetaCloud to CESNET-MCC Xxxxxxxxxx Xxxxxxxxx v5 22/11/2019 Extended SLA with Customer till 01/2021 Xxxxxxxx Xx Xxxxx v6 19/03/2020 Extended the OLA with GPU resource Xxxxxxxx Xx Xxxxx v7 16/02/2021 Extended the SLA with Customer till 06/2023 Xxx Xxxx v8 14/10/2021 Updated SLA contacts Xxxxxxxx Xx Xxxxx TERMINOLOGY The EGI glossary of terms is available at: xxxxx://xxxx.xxx.xx/wiki/Glossary For the purpose of this Agreement, the following terms and definitions apply. The key words "MUST", "MUST NOT", "REQUIRED", "SHALL", "SHALL NOT", "SHOULD", "SHOULD NOT", "RECOMMENDED", “MAY", and "OPTIONAL" in this document are to be interpreted as described in RFC 2119. ContentsContents 1 The Services 4 2 Service hours and exceptions 14 3 Support 14 3.1 Incident handling 14 3.2 Service requests 15 4 Service level targets 15 5 Limitations and constraints 17 6 Communication, reporting and escalation 18