This Ping Identity Support Policy (this "Policy") describes Ping Identity’s Support Services, as referenced in the agreement between Ping Identity Corporation ("Ping Identity") and the entity identified in the applicable Order Form (“Customer”), that governs Customer’s access to the Ping Identity Products.

1 . Responsibilities.

1.1. During the Subscription Term, Ping Identity shall, in accordance with Section 2 of this Policy:

(a) provide Customer access to all generally available updates, upgrades, enhancements, fixes, and new versions of the Software;

(b) respond to and Resolve all Errors;

(c) maintain Uptime Availability for the Service of 99.99%;

(d) provide unlimited telephone support to Customer during all Support Hours; and

(e) provide Customer with online access to a support portal ("Support Portal"). The Support Portal may include a case submission form, case status and history, security advisory history, license history, access to download licensed Products, knowledge base articles, and Documentation.

1.2. During the Subscription Term, Customer shall:

(a) provide prompt notice of any Errors via the Support Portal (each, a "Support Request"). Customer shall include in each Support Request a description of the reported Error and the time Customer first observed the Error;

(b) cooperate and assist Ping Identity in Resolving the Support Request by taking any reasonably necessary actions that Ping Identity may request, including but not limited to, reproducing operating conditions similar to those present when Customer detected the Error and providing relevant data, documents, and information;

(c) designate in writing to Ping Identity certain individual(s) at Customer who will provide timely and accurate information to Ping Identity in connection with a Support Request or Support Services;

(d) notify Ping Identity reasonably in advance of any material modifications or adaptations to the configuration or implementation of the Ping Identity Products. This includes, without limitation, integration of third-party resources or changes that could affect volume or throughput, such as adding a significant number of applications or a significant enrollment event; and

(e) test any planned upgrades in lower environments prior to a production upgrade.

2. Customer Support and Severity Levels. The Support Services details and levels are set forth below. Ping Identity shall respond to Support Requests in accordance with the applicable Severity Level and Response Time. The Response Times are measured only during Support Hours. Ping Identity will use commercially reasonable efforts to Resolve the Support Request in a prompt manner following its receipt of the Support Request, taking into account the Severity Level of the Error. Unless Customer has purchased an active subscription for Select, Premium or Elite, Customer will be entitled to Base Support. More details can be found here: https://www.pingidentity.com/en/support.html.