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<br />REV: 06-13-24 MI <br />Priority matrix <br /> Impact <br />Widespread Large Localized Individualized <br />Urgency Critical P1 P1 P2 P2 <br />High P1 P2 P2 P3 <br />Medium P2 P3 P3 P3 <br />Low P4 P4 P4 P4 <br /> <br /> <br />Definitions <br />Impact An incident is classified according to its <br />impact on the customer (the size, scope, <br />and complexity of the incident). <br />Impact is a measure of the operational <br />criticality of an incident or problem to the <br />user’s business or personal use function; <br />often equal to the extent to which an <br />incident leads to degradation of a product <br />or service. Trimble will work with the <br />customer to specify impact for each <br />component. <br />Widespread. Entire network is affected (more than three <br />quarters of individuals, sites, or devices). <br />Large. Multiple sites are affected (between one-half and <br />three-quarters of individuals, sites, or devices). <br />Localized. Single site, room, and/or multiple users are <br />affected (between one-quarter and one-half of individuals, <br />sites, or devices). <br />Individualized. A single user or meeting is affected (less than <br />one-quarter of individuals, sites, or devices). <br />Urgency The criticality of the incident or problem to <br />the customer’s business or individual use <br />case. Trimble will work with the customer to <br />understand and set the correct urgency <br />level. <br />Critical. Primary business function or private use case is <br />stopped with no redundancy or backup. There may be an <br />immediate financial impact to the customer’s business. <br />High. Primary business function or private use case is <br />severely degraded or supported by backup or redundant <br />system. There is probable significant financial impact to the <br />customer’s business. Private user is unable to properly use <br />the primary functions of the product or service. <br />Medium. Non-critical business function is stopped or <br />severely degraded. There is a possible financial impact to <br />the customer’s business. Private user is unable to properly <br />use a non-primary function of the product or service. <br />Low. Non-critical or personal use function is degraded. <br />There is little or no financial impact to the business. <br /> <br />2.4. Limitations and Conditions. <br />(a) Unless otherwise expressly provided by Trimble in writing, Trimble does not support: (i) use of the Product in a <br />manner other than as authorized in the Agreement; (ii) alterations of the Product by Company or a third-party; (iii) <br />ATTY/AGR.2024/Amend. No. 1/Gray Bowen Scott (US 101 84 Interchange Project Delivery) (Page 15 of 23)