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REV: 02-25-26 LF (ii) Provider shall report a Security Incident to the appropriate City Identified Contact immediately. (iii) If Provider has actual knowledge of a confirmed Data Breach that affects the security of any City Data, Provider shall (1) promptly notify the appropriate City Identified Contact within 24 hours or sooner, unless shorter time is required by applicable law, and (2) take commercially reasonable measures to address the Data Breach in a timely manner. (iv) Provider shall (1) cooperate with the City as reasonably requested by the City to investigate and resolve the Data Breach, (2) promptly implement necessary remedial measures, if necessary, and (3) document responsive actions taken related to the Data Breach, including any post-incident review of events and actions taken to make changes in business practices in providing the Services, if necessary. (v) Unless otherwise stipulated, if a Data Breach is a direct result of Provider’s breach of its contractual obligation to secure City Data in accordance with this Agreement and the Security Policy or otherwise prevent its release, Provider shall bear the costs associated with (1) the investigation and resolution of the Data Breach; (2) notifications to individuals, regulators or others required by state law; (3) a credit monitoring service required by state (or federal) law; (4) a website or a toll-free number and call center for affected individuals required by state law — all not to exceed the average per record per person cost calculated for data breaches in the United States (currently $225 per record/person) in the most recent Cost of Data Breach Study: Global Analysis published by the Ponemon Institute at the time of the Data Breach; and (5) complete all corrective actions as reasonably determined by Provider based on root cause. 11. Service Level Requirements. a. Upon completion of the Implementation Services, the City will test the hosted environment to ensure processing in accord with the requirements below, and, based on this testing, Provider will use reasonable efforts to configure and optimize the hosted environment that is used by the services in the event that the City notifies Provider (to include providing Provider with documented testing results) that the testing demonstrates processing not in accord with the terms of this Section 11 or the Cloud Services SLA. These processing requirements apply to all standard transactions such as queries, data retrieval, data entry and navigating through screens in the Software. b. The bandwidth and network availability for the SaaS Solution shall be as follows: (i) Provider will provide network bandwidth between its servers and the Internet at levels that will provide dependable and stable access, allowing the product to operate as intended. Uptime will be at least 99%, excluding (i) the period of time that the Software may not be available for scheduled maintenance for which Provider notifies the City reasonably in advance (which may be provided by email) ATTY/AGR.2026.050/ICHI Plan, Inc. (AI enabled Software Solution) (Page 6 of 31)