Blue Coat Systems (BCSI)

Severity Definitions:

Severity 1 Issues: Immediate Customer Impact (BC Customer)

Severity 2 Issues: Potential/Pending Customer Impact (BC Customer)

Vendor will respond to all issue raised by Blue Coat or that Vendor becomes aware (“Issues”) of in accordance with the Issue Resolution Table set forth below. All response times are measured from the time Vendor receives an Issue notice (by email or phone) or Vendor has otherwise detected the Issue. The level of effort Vendor must apply to resolving Issues is continuous and best commercial efforts. The severity level of the Issues reported by Blue Coat shall be determined by Blue Coat.

Severity Definitions:

SIZE="2">Severity 1 Issues: Immediate Customer Impact (BC Customer)

Severity 2 Issues: Potential/Pending Customer Impact (BC Customer)

Vendor will respond to all issue raised by Blue Coat or that Vendor becomes aware (“Issues”) of in accordance with the Issue
Resolution Table set forth below. All response times are measured from the time Vendor receives an Issue notice (by email or phone) or Vendor has otherwise detected the Issue. The level of effort Vendor must apply to resolving Issues is continuous
and best commercial efforts. The severity level of the Issues reported by Blue Coat shall be determined by Blue Coat.