Integration Packages Definitions and Services

1.Definitions. All terms not otherwise defined in this Integration Packages Definitions and Services schedule shall have the same meaning as in the Agreement or the Support Packages Definitions and Services schedule, as applicable.

1.1"Ad-hoc Calls" means calls between Company and the solutions architect, customer success manager, Delivery Manager, or solutions engineer on an established cadence or as reasonably scheduled between the parties to review priority integration issues that cannot wait for recurring scheduled meetings.

1.2"Best Practice Consultation" means advice from a solutions architect regarding commonly used best practices by Bitmovin customers for successful integration, deployment, and ongoing use of the Bitmovin Solution.

1.3"Custom Prototypes" means customized examples of code or implementations reflecting specific customer use cases that may be used directly or with modification.

1.4"Delivery Manager" means a named technical resource responsible for managing complex integration projects across the Bitmovin team, coordinating the necessary resources to complete an Integration Package.

1.5"Feature Requests" means specific requests to change the Bitmovin Solution or the Bitmovin Technologies during or after the integration project. Bitmovin will estimate the required level of effort and may slot requests for delivery in an upcoming feature release if deemed to align with its product strategy. However, delivery timelines cannot be guaranteed until committed.

1.6"Integration Team Meeting" means recurring calls between Company and the solutions architect, customer success manager, Delivery Manager, or solutions engineer on an established cadence or as reasonably scheduled between the parties.

1.7"Onboarding Meeting" means a meeting between Company and a customer success manager to assist in Company’s initial deployment or training on the Bitmovin Solution.

1.8"Prioritized Issues" means specific tickets submitted by the Company where Bitmovin and the Company acknowledge they are of high priority due to a specific business or project impact. These tickets Bitmovin will take through bi-weekly solution prioritization to expedite engineering investigation and resolution where possible.

1.9"Standard Code Examples" means references to existing documentation and/or GitHub repositories to help the project team integrate common use cases.

2.Integration Support Packages. Should Company purchase Integration Support subject to a valid Order Form, Company will receive the following one-time services for each respective Integration Support package:.

Integration Package
Integration Package	Base	Standard	Complex
Recommended for	Customers with straightforward use cases and strong in-house technical teams	Customers who need a robust, guided integration on multiple platforms with some flexibility	Customers that need extensive continuous engagement to launch complex platforms and workflows
Duration	Up to: 3 months, or 40 person-hours whichever occurs first	Up to: 6 months, or 80 person-hours whichever occurs first	Subject to the terms of the SOW attached to a valid Order Form as Schedule 3 * Aim to consume within 12 months
Onboarding Meeting	Included	Included	Included
Project Scoping Session	Not included	Included	Included
Solution Architecture Review Session	Not included	Not included	Included
Hours	Business Hours	Business Hours	Business Hours
Targeted Response Times	Best Effort	2 Business Days	2 Business day
Consultative Services	Configuration guidance General Product guidance Publicly available Documentation Best Practice Consultation Standard Code Examples	API and Dashboard Training Configuration guidance General Product guidance Publicly available Documentation Best Practice Consultation Standard Code Examples	API and Dashboard Training Configuration guidance General Product guidance Publicly available Documentation Best Practice Consultation Standard Code Examples Custom Prototypes
Prioritized Issues	Not Included	Not Included	Included, subject to limitations based on: Available Workarounds Reasonable alternative means to meet requirements
Feature Requests	Feature Requests will be provided to the Product Owner as insights following the standard 'Feature Request process'	Feature Requests will be provided to the Product Owner as insights following the standard 'Feature Request process'	Unless defined within a SOW, all Feature Requests will be provided to Bitmovin product management utilizing Bitmovin’s standard Feature Request process Bitmovin will use reasonable efforts to provide an estimated delivery date in an attempt to meet requested due date
Integration Team	Solutions Engineer or Solutions Architect Customer Success Manager	Solutions Engineer or Solutions Architect Customer Success Manager Delivery Manager	Solutions Engineer or Solutions Architect Customer Success Manager Delivery Manager
Communication during Integration	Bi-weekly resource consumption update Dedicated Channel Bi-Weekly integration team meeting	Bi-weekly resource consumption update Dedicated Channel Bi-Weekly integration team meeting	Weekly resource consumption update Dedicated Channel Bi-Weekly integration team meeting Ad-hoc calls as mutually agreed upon
Post Launch Review	Not Included	Post launch workshop to review performance, usage, and recommend optimizations	Post launch workshop to review performance, usage, and recommend optimizations

3.Travel Costs If required or requested by Company during the course of this Project, Bitmovin may travel to Company’s physical location. Costs associated with travel are not included in the Integration Package Fee. Bitmovin will bill for actual costs of travel including transportation, lodging, and reasonable meals.

End of Bitmovin Integration Support Packages Definitions and Services DATE: November 1, 2025