Service Level Addendum

The following terms and conditions in this Service Level Addendum ("SLA") detail the provision of Support Services provided by Nami ML Inc., a Delaware corporation ("Nami") to Customer under the agreement executed between Nami and Customer for Nami's provision of the Services (the "Agreement").

This Addendum does not apply to any alpha, beta, or pre-release features or development test bed environments. Capitalized terms used herein, but not defined, shall have the meanings set forth in the Agreement.

Nami may modify this SLA at any time in its sole discretion by posting a revised version at https://www.nami.ml/legal/sla or its successor location. Notwithstanding the foregoing, Nami agrees that there will be no material diminishment in the benefits provided to Customer under the SLA during Customer's Subscription Term (as set forth in Customer's Service Order).

Subject to Customer's payment of the applicable fees and Customer's compliance with the Agreement, Nami will provide the following Support Services with respect to the Services. The specific Service Level provided to Customer (Standard or Concierge) is identified in Customer's Service Order.

1. Support Commitment

1.1 Definitions

"Incident" means an unexpected failure or degradation in the quality of operation of the Services which is reported to Nami by Customer.

"Business Hours" means Nami's standard hours of operation, which are Monday through Friday from 8:00 AM to 5:00 PM US Mountain Time, excluding standard US federal holidays.

"Excluded Services" means (i) support for any issues resulting from or relating to Customer Property, lack of compliance with Property Standards, third party code or services, or any code or service other than that provided to Customer by Nami; (ii) any services which Customer is responsible for providing pursuant to Section 1.2; and (iii) Enhancement Requests (as defined below).

"Enhancement Request" means a recommendation for future product enhancement or modification to add official support and documentation for an unsupported or undocumented feature, or features that do not exist in the Services.

"Priority 1" ("P1") — A P1 is a catastrophic Incident with the Services that severely impacts the production version of Customer Property, including causing the Customer Property operated using the Services to cease from operating, or because of which the Customer Property is completely down or not functioning, or that results in a loss of production data and no work-around exists. P1 Incidents must be reported via Nami's issue ticketing system. Nami will use continuous efforts, with appropriate escalation to senior management, to provide a resolution for a P1 Incident as soon as is commercially reasonable.

"Priority 2" ("P2") — A P2 is a major Incident within the Services where the Customer Property is functioning but in a reduced capacity, or the Incident is causing significant impact to portions of the Customer's business operations and productivity. Nami will use commercially reasonable efforts to provide a resolution for a P2 Incident as soon as is commercially reasonable.

"Priority 3" ("P3") — A P3 is a medium-to-low impact Incident that affects certain partial and/or non-critical functions of a Customer Property operated using the Services, or that impairs some operations but allows Customer's operations to continue to function. Incidents for which there is limited or no loss of functionality or impact to Customer's operation qualify as P3. Nami will use commercially reasonable efforts to resolve.

"Priority 4" ("P4") — A P4 is a general usage question or issue that may be minor or cosmetic in nature or documentation-related and may include issues Nami deems to be Enhancement Requests, but which do not cause the Services to cease to function. Nami will use commercially reasonable efforts to provide a resolution or work-around for any P4 Incident. Nami will take Enhancement Requests into consideration in the product management process but has no obligation to deliver enhancements based on any Enhancement Request.

1.2 Customer Obligations

Customer will be responsible for implementation of the Services, including the set-up and configuration of the Services, as well as the adoption of all Nami SDK updates as provided by Nami. Customer shall provide commercially reasonable cooperation and full information to Nami with respect to the furnishing of Support Services. Customer shall designate one or more contacts that are authorized to engage Support Services personnel.

All Incidents must be submitted by Customer through Nami's issue ticketing system. Upon receipt of a properly submitted Incident, Support Services shall be prioritized in accordance with the Priority levels set forth in Section 1.3.

1.3 Nami Obligations — Initial Response Times

Nami will use commercially reasonable efforts to provide an initial response to Incidents as set forth in the table below, to the extent such Incidents are not the result of Excluded Services, all as reasonably determined by Nami. The Service Level provided by Nami to Customer is identified in the Service Order. Nami has no obligations under this SLA to any Customer that does not have a Service Level listed in a Service Order.

Both Service Levels operate on a 24×7×365 basis for P1 and P2 Incidents. P3 and P4 response targets are measured against Business Hours unless otherwise specified above.

1.4 Nami Support — Items Included

In addition, Nami will provide the following items to support Customer's use of the Services:

Included at both Standard and Concierge:

• Named Nami points of contact for support issues
• Shared Slack channel for real-time communications between Nami and Customer
• Email, Slack, and Zoom-based assistance to troubleshoot, diagnose, and fix errors
• Chat and ticket-based assistance
• System for issue tracking and escalation of problems for priority attention
• Access to documentation on Nami SDKs, APIs, and other aspects of the Services
• 99.99% Minimum Uptime Percentage (see Section 2)

Included additionally at Concierge:

• Dedicated Customer Success Manager — assigned by name as a single named point of contact (not pool-rotated)
• 100 hours of Kickstart Professional Services per annual term — available for implementation, configuration, integration support, and migration assistance, scheduled by mutual agreement, use-it-or-lose-it within the Subscription Term unless rolled forward by written agreement
• Quarterly business review meetings with Nami leadership
• Priority queue placement for product feedback and enhancement requests (no obligation by Nami to deliver any specific enhancement)
• 99.999% Minimum Uptime Percentage (see Section 2)
• Increased Service Credit cap (see Section 2)

1.5 Support Limitations

Support Services do not include:

• Assistance in the development or debugging of Customer's Property and systems, including the operating system or developer tools
• Assistance related to third-party technologies or services such as analytics, data, or marketing platforms, or services provided by transaction platforms such as Apple and Google
• Custom template design or implementation beyond the included Kickstart hours at the Concierge tier (such work is available via the Co-Create Pro Services or Fully Managed Pro Services add-ons specified in the Service Order)

2. Services Availability Commitment

Unless otherwise provided for in the Agreement, Nami agrees to provide the Services per the applicable Minimum Uptime Percentage for the Customer's Service Level.

2.1 Definitions

"Operational" means the availability of Nami Control Center and/or Nami APIs.

"Downtime" means a period of time when the Services are not Operational.

"Implementation Team" means Customer's designated internal staff responsible for the technical management of Customer's use of the Services.

"Service Credits" means credits available to Customer if the applicable Minimum Uptime Percentage is not met for any given calendar month, if Customer, within thirty (30) days after the end of such calendar month, applies to Nami for such credit. After Nami receives such a request and confirms that the Minimum Uptime Percentage has not been met, Nami will provide Customer with a credit toward Customer's fees during the next applicable accounting period, calculated as follows: for each percentage or fraction of a percentage of Downtime per calendar month, Customer will be entitled to a credit for the corresponding percentage or fraction of a percentage of the applicable fees attributable to that month, up to the maximum Service Credit cap for the applicable Service Level (see Section 2.2). In no event shall Customer set off any Service Credits against amounts owed to Nami.

"Minimum Uptime Percentage" means the percentage of time during any given calendar month that the Services are Operational, as set forth in Section 2.2. For clarity, the calculation of the Minimum Uptime Percentage shall not include Downtime attributable to (i) failure to deploy the Services according to the Documentation; (ii) planned downtime or maintenance; (iii) outages or failure of other components not within Nami's control; (iv) factors outside the reasonable control of Nami, including but not limited to force majeure, general internet outages, or problems beyond the Services provided by Nami; (v) problems resulting from either Customer's or Customer's Implementation Team's actions or inactions, including without limitation problems resulting from Customer Property, third party code or services, or any issues caused by or arising from mis-configuration of the Services; or (vi) issues that impact elements of the Services outside of Customer's Property available to Users on Stores.

2.2 Minimum Uptime Percentage and Service Credit Cap

2.3 Nami Commitment

In the event the Services do not meet the applicable Minimum Uptime Percentage for Customer's Service Level, Customer is eligible to receive Service Credits as set forth above. Customer may view the status of the Services at the Nami status portal, as may be updated by Nami from time to time. SECTION 2 SHALL BE NAMI'S SOLE AND EXCLUSIVE OBLIGATION FOR ANY MINIMUM UPTIME PERCENTAGE DEFICIENCIES OF ANY KIND AND CUSTOMER'S SOLE AND EXCLUSIVE REMEDY.

3. Miscellaneous

Nami will provide Support Services to Customer during the Subscription Term identified in the Service Order, governed by this Service Level Addendum. Customer acknowledges and agrees that Nami shall have the right to terminate the provision of Support Services upon non-payment of any Fees due to Nami.