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RS Terminology and Definitions Traditional IT support levels based on ITIL framework Support Level Function Description Level 1 Basic Help Desk Level 2 Technical Support Level 3 Expert Product and Service Support Level 4 Outside or Vendor Support Record user requests, attending user phone calls, replying emails, logging issues, basic troubleshooting by using questionnaires relate to the issue Troubleshooting, technical analysis, request support from software or hardware experts, adequate knowledge and experience on the specified product/service Highest level of technical support, root cause analysis, issue resolution or new feature creation provided by subject matter experts and/or engineers for the product or service. Outsourced support for products or services that are not directly serviced by the Level 3 organization - printer support, machine maintenance or vendor software support. Property of Rimini Street 2023 | Proprietary and Confidential 32 22

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