Services Exhibit: Governance and Reporting

1. Purpose

This Exhibit defines the governance structure, communication cadence, and standard reporting provided by Arctiq for Managed Services delivered under an SOW. The goal is to maintain alignment on service performance, service health, risks, and continuous improvement opportunities.

2. Governance Principles

Arctiq’s governance model is built on four principles:

• Transparency — clear visibility into service performance, trends, and material risks
• Consistency — a predictable meeting cadence and recurring agenda
• Accountability — documented action items, owners, and due dates
• Continuous Improvement — identification and prioritization of improvements based on operational data and customer priorities

3. Governance Cadence

Unless otherwise stated in the SOW, governance meetings will follow the cadence below (conducted virtually by default):

Operational Service Review

Purpose: Review operational performance and recent activity; ensure service delivery is stable and meeting expectations.

Typical participants: - Arctiq: Customer Success Manager (CSM) and SMEs as needed - Customer: Primary service owner, IT lead, and SMEs as needed

Standard agenda: 1. Service highlights and notable changes since last review 2. SLA performance summary (reference EX-SLA-001) 3. Ticket trends and themes (volume, categories, reopened items) 4. Top incidents / escalations and outcomes 5. Operational risks, dependencies, and customer action items 6. Continuous improvement candidates 7. Review open action items and confirm owners/dates

Quarterly Business Review (QBR)

Purpose: Confirm strategic alignment, review health of the partnership, and plan near-term priorities.

Standard agenda: 1. Quarter-in-review summary (wins, pain points, trends) 2. Service performance scorecard (KPIs and trends) 3. Roadmap: service optimization opportunities and recommended initiatives 4. Contract/SKU alignment check (ensuring purchased services match current needs) 5. Risk review (security, operational, lifecycle, capacity) 6. Budget/forecast considerations (if relevant) 7. Confirm next-quarter priorities and action plan

4. Reporting

Arctiq will provide reporting aligned to the purchased SKUs. Reports may be delivered as dashboards, PDF summaries, or exports, depending on tooling and data sources. Arctiq reserves the right to change the delivery mechanism and format for reports to facilitate continuous improvement.

Standard Reporting Components (as applicable)

Reporting Limitations

• Reporting is limited to data available from Arctiq-managed tools and integrations.
• Custom reports or non-standard formats may require a Change Request or a separate SKU/project.

5. Communication Channels

Unless otherwise agreed:

• Primary channel: Ticketing system / support portal for requests and issues. Tickets are the only communication method where SLAs are tracked.
• Escalations: Via the agreed escalation path in EX-SLA-001.
• Governance communications: Email distribution list and meeting invites.
• Emergency communications: Phone bridge and/or emergency contact method defined in EX-SLA-001.

6. Customer Responsibilities

To ensure effective governance, the Customer will:

• Maintain a primary and secondary operational point of contact
• Attend scheduled governance meetings or delegate attendance
• Provide timely input and approvals required for open risks, changes, or improvements
• Notify Arctiq of key business events that may materially impact service demand (e.g., acquisitions, site openings, major onboarding)

7. Updates to Governance

Governance cadence, reporting content, or participants may be adjusted by mutual agreement. Material changes that affect scope or pricing are handled via EX-CHG-001.