RESTRICTED SUPPORT SERVICE DESCRIPTION

2. Scope of Service

From January 1, 2027, support continues with important limitations:

Pricing: Restricted Support = 150% of current maintenance/subscription fee

The only version that Novacura will offer in the SaaS model after December 31, 2026, will be Flow Connect.

Element of Support Service	Continuous Support Model	Standard, Extended and Restricted Support Model
Element of Support Service	Continuous Support Model	Standard Support	Extended Support	Restricted Support	Retried Product
Right to new Releases, provided maintenance and support is paid	Yes	Yes	Yes	Yes	No
Right to existing Fixes and Improvements from the Standard Support Period	Yes	Yes	Yes	Yes	No
Acceptance of Tickets for suspected new Security Vulnerabilities	Yes	Yes	Yes	Yes	No
Acceptance of Tickets for new demonstrated Errors	Yes	Yes	Yes	Yes	No
Diagnosis of accepted Tickets	Yes	Yes	Yes	Yes	No
Provision of targeted response times	Yes	Yes	Yes	No	No
Fixing of new Errors and delivery of Fixes	Yes	Yes	Yes	No	No
Fixing of new Security Vulnerabilities	Yes	Yes	Yes	Yes	No
Provision of new Improvements as determined by Novacura	Yes	Yes	Yes	No	No
Certification of new platforms in accordance with the Novacura Supported Platforms Policy	Yes	Yes	Yes	No	No

Extended Support

Once Standard Support is ended, the Customer may choose to purchase extended support services for a further period.
The scope of the Extended Support service mirrors much of that of Standard Support, although some support elements are no longer provided.
Resolutions for Tickets will be restricted to critical (blocker) and high Severity tickets
Extended Support is subject to additional terms and applicable fees

Restricted Support

Once Standard Support is ended, if Extended Support is either not available or has expired, the Customer will fall into Restricted Support.
The scope of the Restricted Support service is reduced from the levels of Standard Support and Extended Support.
Under Restricted Support, there is no product or Release development at all, although Tickets may still be submitted.
There is no target handling time for Tickets therefore the Service Levels for Ticket no longer apply.
Restricted Support is subject to additional terms and applicable fees.

Retired

Once a product is retired all support is ended, the Customer has the right to upgrade to the newer product version
The scope of the Support service is terminated
For a Retired product, Support Tickets may NOT be submitted.
For a Retired product, any Modification Support agreement should be terminated