EXHIBIT B - MNOWBES SUPPORT, MAINTENANCE AND SERVICE LEVEL AGREEMENT
("Service Level Agreement”)
i. Service Level Agreement Overview
This Service Level Agreement (“SLA” or “Service Level Agreement”) is between KnowBe4, Inc.
(“KnowBea”} and the Customer for the provisioning of services required to support and sustain the
Products under the Agreement to which this Service Level Agreement is attached).
Goals & Objectives.
The purpose of this Service Level Agreement is to ensure that the proper elements and commitments are
in place to provide consistent maintenance and support to Customer by KnowBed4.
The objectives of this Service Level Agreement are to:
* Provide clear reference to service ownership, accountability, roles and/or responsibilities.
° Present @ clear, concise and measurable description of service provision to Customer by
KnowBe4.
* Match perceptions of expected service provision with actual service support & delivery.
Based on the foregoing and this Service Level Agreement, it is KnowBed4’s obligation to support and
maintain the Products so that it continues operating as warranted during the Term of any Quote or order
for KnowBed’s Products. In addition, KnowBed shall provide updates, error corrections, and
enhancements to the Products during the Term at no additional charge.
2. Stakeholders
The following Stakeholders are the parties to the Agreement and Service Level Agreement, KnowBed and
Customer.
3. Term
This Service Level Agreement is valid for the Term as described in a Quote or order for the Products.
4, Service Agreement
The following detailed service parameters are the responsibility of KnowBe4 under this Service Level
Agreement and are provided at no additional cost to Customer (unless expressly set forth below):
* Service Scope. The following services are covered by this Service Level Agreement;
* Manned telephone support
a 9:00 A.M. to 5:00 P.M. Monday — Friday EST
o Calls received out of office hours will be forwarded to a mobile phone and
reasonable efforts may be made to answer / action the call,
Monitored email support: Monitored 9:00 A.M, to 5:00 P.M. Monday — Friday EST
5 Emails received outside of office hours will be collected, however no action can
be guaranteed until the next working day.
e
s Remote assistance using the Products or screensharing where available.
« Planned or Emergancy Onsite assistance (extra costs apply).
. KnowBed4’s obligations to provide support include, without any additional charge, training
and assistance in use and operation of the Products and fixing any errors or any failure of
the Products to operate as warranted under the Agreement.
= Customer Reouirements. Customer responsibilities and/or requirements in support of this
Service Level Agreement include:
* Payment for all subscription costs at the agreed interval.
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