Service Terms for Implementation Services

• Terms prior to December 18, 2023

• Terms prior to September 11, 2023

Implementation Services are designed to assist with the setup and implementation of the protocols listed in the applicable Sales Order. The Implementation Services are available in three different onboarding packages and two different consultant packages; Essentials Package, Standard Package, Advanced Package, Cloud Migrations Package, and Upgrades Package. A description of what is included in each package is set forth below in Section 4.

The Implementation Services will commence on the Effective Date in the applicable Sales Order and expire upon the earlier of (a) the expiration of the Implementation Period for the Implementation Package purchased by Customer, or (b) completion of the Implementation Services (“Implementation Period”). The Implementation Services must be scheduled and completed within the period of time set forth in the applicable Implementation Package. Access to shared Slack Channels will expire on the expiration date of the applicable Implementation Period.

The Implementation Services will be delivered remotely during Teleport’s standard business hours. All services will be delivered in English. An assigned Teleport Implementation Engineer will be available during the Implementation Period to assist with the activities described below in Section 4. The materials provided to the Customer as part of the Implementation Services are the property of Teleport. Teleport grants Customer a worldwide, non-exclusive, non-transferable, non-sublicensable license to use these materials internally during the Implementation Period.

The Implementation Services are based on the following assumptions, terms and responsibilities:

• Implementation Services will consist of the standard items in the Essentials Package, Standard Package, Advanced Package, Cloud Migration Package, or Upgrade Package and do not include custom development work, implementation, or work on non-Teleport systems (including implementation on Customer’s internal code base).

• Customers are expected to work collaboratively with Teleport and provide Teleport with reasonable assistance and access to relevant information, documentation and systems. Customers will ensure that subject matter experts and IT personnel are available when necessary for technical requirements gathering and implementation.

• Customer must designate a dedicated point-of-contact, who will be responsible for coordinating with any relevant stakeholders (such as business stakeholders, technical teams, subject matter experts, compliance teams, etc.), for scheduling activities to ensure that they are completed during the applicable Implementation Period, and for providing Teleport with any relevant business goals, requirements, decisions, and information.

• Customer is responsible for obtaining any necessary approvals, including from relevant business, technical, compliance, and executive teams. Decisions and approvals must be made in a timely manner; changes following decisions or approvals (including due to project reprioritization, scheduling changes, or resourcing issues) are subject to written approval by Teleport. No refunds or credits will be provided once services are performed.

• Teleport will not be responsible for delays or failures caused by Customer, its Users, or by events beyond its reasonable control.

• Any services and requirements not specified in the Essentials Packages, Standard Package, Advanced Package, Cloud Migration Package, or Upgrade Package are out-of-scope.