Common use of Extended Clause in Contracts

Extended. After Hours: any time or day not within standard business hours Initial Response Times: CRITICAL support or service requests will be responded to within the following times. Calls to 933-3333 after hour calls will be answered by the WashU IT Systems Operations Center (SOC). The SOC will either resolve the issue or page on call staff to resolve the issue. On call staff will respond to the after hour pager on average* within 30 minutes Email to xxxxxx@xxxxx.xxx with CRITICAL in the subject line will be responded to on average* within 30 minutes Web Requests made via the ServiceNow “report an issue” form and include CRITICAL in the “short description” field will be responded to on average* within 30 minutes *averages are calculated on a monthly basis Support Request Resolution Targets WashU IT has established the following general support escalation procedures and resolution targets to meet customer support request needs. Note that service request fulfillment is addressed in a latter section titled “Service Fulfillment Targets”. This section is only addressing support escalation and resolution. Support Escalation & Resolution Procedures – all support requests will be escalated from the initial general support team to a specialized support team based on the priority of the support request or if the general support team cannot resolve the issue within 20 minutes. Once the request is escalated to a specialized support team, the customer will be notified and the specialized support team may contact the customer for further information and testing. Once the specialized support team resolves the request, the general support team will review the resolution to ensure quality control. Once the general support team confirms the resolution has met the customer’s needs, the request will be closed. Communication with the customer will be via email. If the customer does not reply within 3 business days, the ticket will be automatically closed. Prioritization – all support requests will be given a medium priority unless the customer indicates an impact or urgency that requires a higher prioritization. Impact is defined as the affect to which a technology service or system is inhibiting the customer’s ability to conduct University business. Urgency is defined as the timeframe in which the customer needs the technology issues resolved or a workaround put in place. WashU IT uses the following priority scale for systems and services not performing normally. Priority Description Response Target Resolution Target Critical Global Issues Business critical issues – impacting ability to perform mission Issues affecting multiple users unable to be productive 15 minutes 4 hours High Issues affecting individual or multiple users with no workaround available 1 hour 1 Business Day Medium Default priority assigned to all tickets. Issues affecting multiple users with workaround available 1 Business Day 3 Business Days Low Issues affecting individual users with workaround available 2 Business Days 5 Business Days Service Request Fulfillment Targets WashU IT Service Owners work with customers to establish service fulfillment targets for each service request that comprise the Service Features listed in this document. The following table lists the service fulfillment target for each service request: Service Request Fulfillment Target Identity and Access Management - Shibboleth Integration 5 business days from request receipt for basic integration Service Availability Authentication services are available 7x24. Service Reliability, Performance & Continuity Service Reliability and Performance IAM services are regionally hosted in multiple data centers and in a Highly Available configuration. Responsiveness of Web-based authentication is expected to be less than 5 seconds. Integrated application response to the authentication request is the responsibility of the Application support team. Server patching may be conducted monthly and brief disruptions of 5 minutes or less can be expected while services redirect to alternate data center. Service Continuity WashU ITs is responsible for maintaining service continuity. The customer is responsibility for developing and maintaining a business continuity plan for addressing unplanned service outages. Change Management and Service Reviews WashU IT has established a change management and service review process to ensure changes and enhancements of services and systems are done in a controlled manner to prevent unintended consequences and to confirm that changes and updates are implemented according to an approved framework. Change Management The complete change management process is documented in the WashU IT Change Management Charter, but the following highlights from this charter are worth noting. Changes and updates to systems and services fall into one of three general categories: Standard – changes and updates that are considered routine, well documented and of low risk to the University. Normal – changes and updates that require scheduled review and approval by the Change Advisory Board (CAB) to ensure mitigation of risk to the University. Emergency – changes and updates that cannot wait until the next scheduled CAB meeting for approval and must be reviewed by the CAB to address a CRITICAL incident or upgrade. All non-standard changes will be communicated to customer according to established customer communication channels. All customer requests for a non-standard change or upgrade to a WashU IT supported service or system must follow the WashU IT change management process. General Maintenance Windows Non-standard changes approved by the CAB will occur during the following maintenance windows: M – Sat: 6pm – 6am Sunday: Anytime of the Day Regularly Scheduled Maintenance for IAM Server patching will occur the 2nd Tuesday of each month from 6 – 10 pm and will result in services being unavailable for up to 5 minutes. Roles and Responsibilities The following roles and responsibilities between WashU IT and the customer are called out to highlight the important partnership that must exist between WashU IT as the service provider and WashU departments as the consumers of existing services and systems. Both parties play an important role in ensuring the overall health of services. WashU IT Responsibilities  Provide qualified support personnel to support WashU IT services and systems.  Document specific features and warranties of each service provided by WashU IT  Produce metrics that demonstrate each service is healthy.  Provide customers with appropriate communication and governance channels to effect change to WashU IT services and systems in a way that furthers the University’s mission without posing significant risks. Customers Responsibilities  Provide an ongoing point of contact within their department with which WashU IT can interface to ensure support and service requests are addressed in a timely manner.  Make support and service requests as outlined in this document.  Use WashU IT established communication and governance channels to request changes to existing services and systems. Service Reporting & Metrics Customers may request additional metrics and reporting schedules by contacting their CRM representative. The following metrics will be tracked and reported on for User Services: Metric Target Availability of login services 99.9% Web-based authentication response < 5 seconds Review and Revision Timeline

Extended. After Hours: any time or day not within standard business hours Initial Response Times: CRITICAL support or service requests will be responded to within the following times. Calls to 933-3333 after hour calls hours will be answered by the WashU IT Systems Operations Center (SOC). The SOC will either resolve the issue or page on call staff to resolve the issue. On call staff will respond to the after hour pager on average* within 30 minutes Email to xxxxxx@xxxxx.xxx with CRITICAL in the subject line will be responded to on average* within 30 minutes Web Requests made via the ServiceNow “report an issue” form and include CRITICAL in the “short description” field will be responded to on average* within 30 minutes *averages are calculated on a monthly basis Support Request Resolution Targets Targets‌ WashU IT has established the following general support escalation procedures and resolution targets to meet customer support request needs. Note that service request fulfillment is addressed in a latter section titled “Service Fulfillment Targets”. This section is only addressing support escalation and resolution. Support Escalation & Resolution Procedures – all support requests will be escalated from the initial general support team to a specialized support team based on the priority of the support request or if the general support team cannot resolve the issue within 20 minutes. Once the request is escalated to a specialized support team, the customer will be notified and the specialized support team may contact the customer for further information and testing. Once the specialized support team resolves the request, the general support team will review the resolution to ensure quality control. Once the general support team confirms the resolution has met the customer’s needs, the request will be closed. Communication with the customer will be via email. If the customer does not reply within 3 business days, the ticket will be automatically closed. Prioritization – all support requests will be given a medium priority unless the customer indicates an impact or urgency that requires a higher prioritization. Impact is defined as the affect to which a technology service or system is inhibiting the customer’s ability to conduct University business. Urgency is defined as the timeframe in which the customer needs the technology issues resolved or a workaround put in place. WashU IT uses the following priority scale for systems and services not performing normally. Priority Description Response Target Resolution Target Critical Global Issues Business critical issues – impacting ability to perform mission Issues affecting multiple users unable to be productive 15 minutes 4 hours High Issues affecting individual or multiple users with no workaround available 1 hour 1 Business Day Medium Default priority assigned to all tickets. Issues affecting multiple users with workaround available 1 Business Day 3 Business Days Low Issues affecting individual users with workaround available 2 Business Days 5 Business Days Service Request Fulfillment Targets WashU IT Service Owners work with customers to establish service fulfillment targets for each service request that comprise Requesting Application Development/Integration Services‌ Departmental Application Development and Support offerings include the Service Features listed in this documentdevelopment of applications (Custom Applications and 3rd Party Application Integrations), consulting services and ongoing support. The following table lists the timeframe in which we will respond to customer’s requests for new departmental application development or enhancement of existing systems: Feature Request IT Availability for Initial Meeting Custom Applications Initial Request Within 2 weeks 3rd Party Integrations Initial Request Within 2 weeks 3rd Party Consulting Services Initial Request Within 2 weeks Custom Applications Enhancement/Reports Complete a new Project Scope to kick off the next development cycle 3rd Party Integrations Enhancement Complete a new Project Scope to kick off the next development cycle Custom Application and 3rd party application - Ongoing Support‌ Service Availability, Reliability and Performance‌ After requirements are defined and approved for Custom Applications or 3rd Party Integrations, definitions of service fulfillment target for each service request: Service Request Fulfillment Target Identity availability, reliability, and Access Management - Shibboleth Integration 5 business days from request receipt for basic integration Service Availability Authentication services are available 7x24performance will be defined and agreed to with the customer to ensure ongoing support meets customer needs. Service Reliability, Performance & Continuity Service Reliability and Performance IAM services are regionally hosted in multiple data centers and in a Highly Available configuration. Responsiveness of Web-based authentication is expected to be less than 5 seconds. Integrated application response to the authentication request is the responsibility of the Application support team. Server patching may be conducted monthly and brief disruptions of 5 minutes or less can be expected while services redirect to alternate data center. Service Continuity WashU ITs is responsible for maintaining service continuity. The customer is responsibility for developing and maintaining a business continuity plan for addressing unplanned service outages. Change Management and Service Reviews WashU IT has established a change management and service review process to ensure changes and enhancements of services and systems are done in a controlled manner to prevent unintended consequences and to confirm that changes and updates are implemented according to an approved framework. Change Management The complete change management process is documented in the WashU IT Change Management Charter, but the following highlights from this charter are worth noting. Changes and updates to systems and services fall into one of three general categories: Standard – changes and updates that are considered routine, well documented and of low risk to the University. Normal – changes and updates that require scheduled review and approval by the Change Advisory Board (CAB) to ensure mitigation of risk to the University. Emergency – changes and updates that cannot wait until the next scheduled CAB meeting for approval and must be reviewed by the CAB to address a CRITICAL incident or upgrade. All non-standard changes will be communicated to customer according to established customer communication channels. All customer requests for a non-standard change or upgrade to a WashU IT supported service or system must follow the WashU IT change management process. General Maintenance Windows Non-standard changes approved by the CAB will occur during the following maintenance windows: M – Sat: 6pm – 6am Sunday: Anytime of the Day Regularly Scheduled Maintenance for IAM Server patching will occur the 2nd Tuesday of each month from 6 – 10 pm and will result in services being unavailable for up to 5 minutes. Roles and Responsibilities The following roles and responsibilities between WashU IT and the customer are called out to highlight the important partnership that must exist between WashU IT as the service provider and WashU departments as the consumers of existing services and systems. Both parties play an important role in ensuring the overall health of services. WashU IT Responsibilities  Provide qualified support personnel to support WashU IT services and systems.  Document specific features and warranties of each service provided by WashU IT  Produce metrics that demonstrate each service is healthy.  Provide customers with appropriate communication and governance channels to effect change to WashU IT services and systems in a way that furthers the University’s mission without posing significant risks. Customers Responsibilities  Provide an ongoing point of contact within their department with which WashU IT can interface to ensure support and service requests are addressed in a timely manner.  Make support and service requests as outlined in this document.  Use WashU IT established communication and governance channels to request changes to existing services and systems. Service Reporting & Metrics Customers may request additional metrics and reporting schedules by contacting their CRM representative. The following metrics will be tracked and reported on for User Services: Metric Target Availability of login services 99.9% Web-based authentication response < 5 seconds Review and Revision TimelineContinuity

Extended. After Hours: any time or day not within standard business hours Initial Response Times: CRITICAL support or service requests will be responded to within the following times. Calls to 933-3333 after hour calls will be answered by the WashU IT Systems Operations Center (SOC). The SOC will either resolve the issue or page on call staff to resolve the issue. On call staff will respond to the after hour pager on average* within 30 minutes Email to xxxxxx@xxxxx.xxx with CRITICAL in the subject line will be responded to on average* within 30 minutes Web Requests made via the ServiceNow “report an issue” form and include CRITICAL in the “short description” field will be responded to on average* within 30 minutes *averages are calculated on a monthly basis Support Request Resolution Targets Targets‌ WashU IT has established the following general support escalation procedures and resolution targets to meet customer support request needs. Note that service request fulfillment is addressed in a latter section titled “Service Fulfillment Targets”. This section is only addressing support escalation and resolution. Support Escalation & Resolution Procedures – all support requests will be escalated from the initial general support team to a specialized support team based on the priority of the support request or if the general support team cannot resolve the issue within 20 minutes. Once the request is escalated to a specialized support team, the customer will be notified and the specialized support team may contact the customer for further information and testing. Once the specialized support team resolves the request, the general support team will review the resolution to ensure quality control. Once the general support team confirms the resolution has met the customer’s needs, the request will be closed. Communication with the customer will be via email. If the customer does not reply within 3 business days, the ticket will be automatically closed. Prioritization – all support requests will be given a medium priority unless the customer indicates an impact or urgency that requires a higher prioritization. Impact is defined as the affect to which a technology service or system is inhibiting the customer’s ability to conduct University business. Urgency is defined as the timeframe in which the customer needs the technology issues resolved or a workaround put in place. WashU IT uses the following priority scale for systems and services not performing normally. Priority Description Response Target Resolution Target Critical Global Issues Business critical issues – impacting ability to perform mission Issues affecting multiple users unable to be productive 15 minutes 4 hours High Issues affecting individual or multiple users with no workaround available 1 hour 1 Business Day Medium Default priority assigned to all tickets. Issues affecting multiple users with workaround available 1 Business Day 3 Business Days Low Issues affecting individual users with workaround available 2 Business Days 5 Business Days Service Request Fulfillment Targets Targets‌ WashU IT Service Owners work with customers to establish service fulfillment targets for each service request that comprise the Service Features listed in this document. The following table lists the service fulfillment target for each service request: Service Request Fulfillment Target Identity • Availability of new internal and Access Management - Shibboleth Integration 5 external data sources • Review/recommendation of analytics solution strategies • Enhancement and support of existing reporting and analytics delivery to meet customer needs, regulatory changes, and tool improvement • Customers who submit request during normal business days from hours will receive an initial response within 1 business day. • Requests will be reviewed by the team and the customer will receive additional follow-up contact after the initial response to determine appropriate request receipt for basic integration fulfillment steps. Service Availability Authentication services are Availability‌ • Reporting and Analytics environment is available 7x24Monday through Friday, 8 a.m.-5 p.m., with >= 95% day-of data availability quarterly. Service Reliability, Performance & Continuity Service Reliability and Performance IAM services are regionally hosted in multiple data centers and in a Highly Available configuration. Responsiveness of Web-based authentication is expected to be less than 5 seconds. Integrated application response to the authentication request is the responsibility of the Application support team. Server patching may be conducted monthly and brief disruptions of 5 minutes or less can be expected while services redirect to alternate data center. Service Continuity WashU ITs is responsible for maintaining service continuity. Continuity‌ Business customer obligation: The customer is responsibility for developing should develop and maintaining maintain a business continuity plan for addressing unplanned specific to their area of activity with respect to Reporting and Analytics service outages, so that in case of an unexpected or prolonged service outage, they might still be able to conduct their business appropriately. Change Management and Service Reviews Reviews‌ WashU IT has established a change management and service review process to ensure changes and enhancements of services and systems are done in a controlled manner to prevent unintended consequences and to confirm that changes and updates are implemented according to an approved framework. Change Management The complete change management process is documented in the WashU IT Change Management Charter, but the following highlights from this charter are worth noting. Changes and updates to systems and services fall into one of three general categories: Standard – changes and updates that are considered routine, well documented and of low risk to the University. Normal – changes and updates that require scheduled review and approval by the Change Advisory Board (CAB) to ensure mitigation of risk to the University. Emergency – changes and updates that cannot wait until the next scheduled CAB meeting for approval and must be reviewed by the CAB to address a CRITICAL incident or upgrade. All non-standard changes will be communicated to customer according to established customer communication channels. All customer requests for a non-standard change or upgrade to a WashU IT supported service or system must follow the WashU IT change management process. General Maintenance Windows Non-standard changes approved by the CAB will occur during the following maintenance windows: M – Sat: 6pm – 6am Sunday: Anytime of the Day Regularly Scheduled Maintenance for IAM Reporting and Analytics • Server patching will occur occurs the 2nd Tuesday of each month from 6 5 – 10 pm and will result results in services COGNOS and TM1 servers being unavailable for up to 5 30 minutes. Roles and Responsibilities Responsibilities‌ The following roles and responsibilities between WashU IT and the customer are called out to highlight the important partnership that must exist between WashU IT as the service provider and WashU departments as the consumers of existing services and systems. Both parties play an important role in ensuring the overall health of services. WashU IT Responsibilities  • Provide qualified support personnel to support WashU IT services and systems.  • Document specific features and warranties of each service provided by WashU IT  • Produce metrics that demonstrate the health of each service is healthyservice.  • Provide customers with appropriate communication and governance channels to effect change to WashU IT services and systems in a way that furthers the University’s mission without posing significant risks. Customers Customer’s Responsibilities  • Provide an ongoing point of contact within their department with which WashU IT can interface to ensure support and service requests are addressed in a timely manner.  • Make support and service requests as outlined in this document.  • Use WashU IT established communication and governance channels to request changes to existing services and systems. Service Reporting & Metrics Metrics‌ WashU IT will provide the customer with a quarterly report that documents key support and service metrics. Customers may request additional metrics and reporting schedules by contacting their CRM representative. The following metrics BIDW website will be tracked and reported on for User Services: Metric Target Availability maintain a metric showing the prior quarter’s percentage of login services 99.9% Webon-based authentication response < 5 seconds time data delivery. Review and Revision TimelineTimeline‌

Extended. After Hours: any time or day not within standard business hours Initial Response Times: CRITICAL support or service requests will be responded to within the following times. Calls to 933-3333 after hour calls will be answered by the WashU IT Systems Operations Center (SOC). The SOC will either resolve the issue or page on call staff to resolve the issue. On call staff will respond to the after hour pager on average* within 30 minutes Email to xxxxxx@xxxxx.xxx with CRITICAL in the subject line will be responded to on average* within 30 minutes Web Requests made via the ServiceNow “report an issue” form and include CRITICAL in the “short description” field will be responded to on average* within 30 minutes *averages are calculated on a monthly basis Support Request Resolution Targets Targets‌ WashU IT has established the following general support escalation procedures and resolution targets to meet customer support request needs. Note that service request fulfillment is addressed in a latter section titled “Service Fulfillment Targets”. This section is only addressing support escalation and resolution. Support Escalation & Resolution Procedures – all support requests will be escalated from the initial general support team to a specialized support team based on the priority of the support request or if the general support team cannot resolve the issue within 20 minutes. Once the request is escalated to a specialized support team, the customer will be notified and the specialized support team may contact the customer for further information and testing. Once the specialized support team resolves the request, the general support team will review the resolution to ensure quality control. Once the general support team confirms the resolution has met the customer’s needs, the request will be closed. Communication with the customer will be via email. If the customer does not reply within 3 business days, the ticket will be automatically closed. Prioritization – all support requests will be given a medium priority unless the customer indicates an impact or urgency that requires a higher prioritization. Impact is defined as the affect to which a technology service or system is inhibiting the customer’s ability to conduct University business. Urgency is defined as the timeframe in which the customer needs the technology issues resolved or a workaround put in place. WashU IT uses the following priority scale for systems and services not performing normally. Priority Description Response Target Resolution Target Critical Global Issues Business critical issues – impacting ability to perform mission Issues affecting multiple users unable to be productive 15 minutes 4 hours High Issues affecting individual or multiple users with no workaround available 1 hour 1 Business Day Medium Default priority assigned to all tickets. Issues affecting multiple users with workaround available 1 Business Day 3 Business Days Low Issues affecting individual users with workaround available 2 Business Days 5 Business Days Service Request Fulfillment Targets Targets‌ WashU IT Service Owners work with customers to establish service fulfillment targets for each service request that comprise the Service Features listed in this document. The following table lists the service fulfillment target for each service request: Service Request Fulfillment Target Identity and Access Management - Shibboleth Integration 5 New Building Block/LTI Will be responded to within 2 business days from request receipt for basic integration to schedule a follow up meeting to gather requirements. Requests are reviewed, approved and prioritized by one of the service feature governance committees depending on the scope of the request. New Blackboard Organization Will be responded to within 2 business days to schedule a follow up meeting to gather requirements. Requests are reviewed, approved and prioritized by one of the service feature governance committees depending on the scope of the request. New Blackboard Guest Will be fulfilled within 2 business days. Service Availability Authentication services are available 7x24. Availability‌ Available 24 hours a day, 7 days a week, with the following exceptions: Friday 3:00 am - 5:00 am Service Reliability, Performance & Continuity Continuity‌ Service Reliability and Performance IAM services are regionally hosted in multiple data centers and in a Highly Available configurationThe Blackboard service has an expected uptime percentage of 100% during all times except those noted above under the Service Availability section. Responsiveness of Web-based authentication is expected The service will handle up to be less than 5 seconds. Integrated application response to the authentication request is the responsibility of the Application support team. Server patching may be conducted monthly and brief disruptions of 5 minutes or less can be expected while services redirect to alternate data center10,000 concurrent users. Service Continuity WashU ITs Washington University is not responsible for maintaining service continuity. The customer is responsibility providing work space for developing and maintaining customers in a business continuity plan for addressing unplanned service outagescase where an event has affected the customer’s ability to access the Blackboard Service. Change Management and Service Reviews Reviews‌ WashU IT has established a change management and service review process to ensure changes and enhancements of services and systems are done in a controlled manner to prevent unintended consequences and to confirm that changes and updates are implemented according to an approved framework. Change Management The complete change management process is documented in the WashU IT Change Management Charter, but the following highlights from this charter are worth noting. Changes and updates to systems and services fall into one of three general categories: Standard – changes and updates that are considered routine, well documented and of low risk to the University. Normal – changes and updates that require scheduled review and approval by the Change Advisory Board (CAB) to ensure mitigation of risk to the University. Emergency – changes and updates that cannot wait until the next scheduled CAB meeting for approval and must be reviewed by the CAB to address a CRITICAL incident or upgrade. All non-standard changes will be communicated to customer according to established customer communication channels. All customer requests for a non-standard change or upgrade to a WashU IT supported service or system must follow the WashU IT change management process. General Maintenance Windows Non-standard changes approved by the CAB will occur during the following maintenance windows: M – Sat: 6pm – 6am Sunday: Anytime of the Day Regularly Scheduled Maintenance for IAM Blackboard • Server patching will occur the 2nd Tuesday of each month from 6 – 10 between 9 pm and 11 pm and will result in services applications being unavailable for up to 5 minutesvarying periods of time during this window. Roles and Responsibilities Responsibilities‌ The following roles and responsibilities between WashU IT and the customer are called out to highlight the important partnership that must exist between WashU IT as the service provider and WashU departments as the consumers of existing services and systems. Both parties play an important role in ensuring the overall health of services. WashU IT Responsibilities  • Provide qualified support personnel to support WashU IT services and systems.  • Document specific features and warranties of each service provided by WashU IT  • Produce metrics that demonstrate the health of each service is healthyservice.  • Provide customers with appropriate communication and governance channels to effect change to WashU IT services and systems in a way that furthers the University’s mission without posing significant risks. Customers Responsibilities  • Provide an ongoing point of contact within their department with which WashU IT can interface to ensure support and service requests are addressed in a timely manner.  • Make support and service requests as outlined in this document.  • Use WashU IT established communication and governance channels to request changes to existing services and systems. Service Reporting & Metrics Metrics‌ WashU IT will provide the customer with a quarterly report that documents key support and service metrics. Customers may request additional metrics and reporting schedules by contacting their CRM representative. The following metrics will be tracked and reported on for User Services: Metric Target Availability of login services 99.9% Web-based authentication response < 5 seconds Review and Revision TimelineTimeline‌

Extended. After Hours: any time or day not within standard business hours Initial Response Times: CRITICAL support or service requests will be responded to within the following times. Calls to 933-3333 after hour calls will be answered by the WashU IT Systems Operations Center (SOC). The SOC will either resolve the issue or page on call staff to resolve the issue. On call staff will respond to the after hour pager on average* within 30 minutes Email to xxxxxx@xxxxx.xxx with CRITICAL in the subject line will be responded to on average* within 30 minutes Web Requests made via the ServiceNow “report an issue” form and include CRITICAL in the “short description” field will be responded to on average* within 30 minutes *averages are calculated on a monthly basis Support Request Resolution Targets WashU IT has established the following general support escalation procedures and resolution targets to meet customer support request needs. Note that service request fulfillment is addressed in a latter section titled “Service Fulfillment Targets”. This section is only addressing support escalation and resolution. Support Escalation & Resolution Procedures – all support requests will be escalated from the initial general support team to a specialized support team based on the priority of the support request or if the general support team cannot resolve the issue within 20 minutes. Once the request is escalated to a specialized support team, the customer will be notified and the specialized support team may contact the customer for further information and testing. Once the specialized support team resolves the request, the general support team will review the resolution to ensure quality control. Once the general support team confirms the resolution has met the customer’s needs, the request will be closed. Communication with the customer will be via email. If the customer does not reply within 3 business days, the ticket will be automatically closed. Prioritization – all support requests will be given a medium priority unless the customer indicates an impact or urgency that requires a higher prioritization. Impact is defined as the affect to which a technology service or system is inhibiting the customer’s ability to conduct University business. Urgency is defined as the timeframe in which the customer needs the technology issues resolved or a workaround put in place. WashU IT uses the following priority scale for systems and services not performing normally. Priority Description Response Target Resolution Target Critical Global Issues Business critical issues – impacting ability to perform mission Issues affecting multiple users unable to be productive 15 minutes 4 hours High Issues affecting individual or multiple users with no workaround available 1 hour 1 Business Day Medium Default priority assigned to all tickets. Issues affecting multiple users with workaround available 1 Business Day 3 Business Days Low Issues affecting individual users with workaround available 2 Business Days 5 Business Days Service Request Fulfillment Targets WashU IT Service Owners work with customers to establish service fulfillment targets for each service request that comprise the Service Features listed in this document. The following table lists the service fulfillment target for each service request: Service Request Fulfillment Target Identity • Availability of new internal and Access Management - Shibboleth Integration 5 external data sources • Review/recommendation of analytics solution strategies • Enhancement and support of existing reporting and analytics delivery to meet customer needs, regulatory changes, and tool improvement  Customers who submit request during normal business days from hours will receive an initial response within 1 business day.  Requests will be reviewed by the team and the customer will receive additional follow-up contact after the initial response to determine appropriate request receipt for basic integration fulfillment steps. Service Availability Authentication services are  Reporting and Analytics environment is available 7x24Monday through Friday, 8 a.m.-5 p.m., with >= 95% day-of data availability quarterly. Service Reliability, Performance & Continuity Service Reliability and Performance IAM services are regionally hosted in multiple data centers and in a Highly Available configuration. Responsiveness of Web-based authentication is expected to be less than 5 seconds. Integrated application response to the authentication request is the responsibility of the Application support team. Server patching may be conducted monthly and brief disruptions of 5 minutes or less can be expected while services redirect to alternate data center. Service Continuity WashU ITs is responsible for maintaining service continuity. Business customer obligation: The customer is responsibility for developing should develop and maintaining maintain a business continuity plan for addressing unplanned specific to their area of activity with respect to Reporting and Analytics service outages, so that in case of an unexpected or prolonged service outage, they might still be able to conduct their business appropriately. Change Management and Service Reviews WashU IT has established a change management and service review process to ensure changes and enhancements of services and systems are done in a controlled manner to prevent unintended consequences and to confirm that changes and updates are implemented according to an approved framework. Change Management The complete change management process is documented in the WashU IT Change Management Charter, but the following highlights from this charter are worth noting. Changes and updates to systems and services fall into one of three general categories: Standard – changes and updates that are considered routine, well documented and of low risk to the University. Normal – changes and updates that require scheduled review and approval by the Change Advisory Board (CAB) to ensure mitigation of risk to the University. Emergency – changes and updates that cannot wait until the next scheduled CAB meeting for approval and must be reviewed by the CAB to address a CRITICAL incident or upgrade. All non-standard changes will be communicated to customer according to established customer communication channels. All customer requests for a non-standard change or upgrade to a WashU IT supported service or system must follow the WashU IT change management process. General Maintenance Windows Non-standard changes approved by the CAB will occur during the following maintenance windows: M – Sat: 6pm – 6am Sunday: Anytime of the Day Regularly Scheduled Maintenance for IAM Reporting and Analytics  Server patching will occur occurs the 2nd Tuesday of each month from 6 5 – 10 pm and will result results in services COGNOS and TM1 servers being unavailable for up to 5 30 minutes. Roles and Responsibilities The following roles and responsibilities between WashU IT and the customer are called out to highlight the important partnership that must exist between WashU IT as the service provider and WashU departments as the consumers of existing services and systems. Both parties play an important role in ensuring the overall health of services. WashU IT Responsibilities  Provide qualified support personnel to support WashU IT services and systems.  Document specific features and warranties of each service provided by WashU IT  Produce metrics that demonstrate the health of each service is healthyservice.  Provide customers with appropriate communication and governance channels to effect change to WashU IT services and systems in a way that furthers the University’s mission without posing significant risks. Customers Customer’s Responsibilities  Provide an ongoing point of contact within their department with which WashU IT can interface to ensure support and service requests are addressed in a timely manner.  Make support and service requests as outlined in this document.  Use WashU IT established communication and governance channels to request changes to existing services and systems. Service Reporting & Metrics WashU IT will provide the customer with a quarterly report that documents key support and service metrics. Customers may request additional metrics and reporting schedules by contacting their CRM representative. The following metrics BIDW website will be tracked and reported on for User Services: Metric Target Availability maintain a metric showing the prior quarter’s percentage of login services 99.9% Webon-based authentication response < 5 seconds time data delivery. Review and Revision Timeline

Extended. After Hours: any time or day not within standard business hours Initial Response Times: CRITICAL support or service requests will be responded to within the following times. Calls to 933-3333 after hour calls will be answered by the WashU IT Systems Operations Center (SOC). The SOC will either resolve the issue or page on call staff to resolve the issue. On call staff will respond to the after hour pager on average* within 30 minutes Email to xxxxxx@xxxxx.xxx with CRITICAL in the subject line will be responded to on average* within 30 minutes Web Requests made via the ServiceNow “report an issue” form and include CRITICAL in the “short description” field will be responded to on average* within 30 minutes *averages are calculated on a monthly basis Support Request Resolution Targets Targets‌ WashU IT has established the following general support escalation procedures and resolution targets to meet customer support request needs. Note that service request fulfillment is addressed in a latter section titled “Service Fulfillment Targets”. This section is only addressing support escalation and resolution. Support Escalation & Resolution Procedures – all support requests will be escalated from the initial general support team to a specialized support team based on the priority of the support request or if the general support team cannot resolve the issue within 20 minutes. Once the request is escalated to a specialized support team, the customer will be notified and the specialized support team may contact the customer for further information and testing. Once the specialized support team resolves the request, the general support team will review the resolution to ensure quality control. Once the general support team confirms the resolution has met the customer’s needs, the request will be closed. Communication with the customer will be via email. If the customer does not reply within 3 business days, the ticket will be automatically closed. Prioritization – all support requests will be given a medium priority unless the customer indicates an impact or urgency that requires a higher prioritization. Impact is defined as the affect to which a technology service or system is inhibiting the customer’s ability to conduct University business. Urgency is defined as the timeframe in which the customer needs the technology issues resolved or a workaround put in place. WashU IT uses the following priority scale for systems and services not performing normally. Priority Description Response Target Resolution Target Critical Global Issues Business critical issues – impacting ability to perform mission Issues affecting multiple users unable to be productive 15 minutes 4 hours High Issues affecting individual or multiple users with no workaround available 1 hour 1 Business Day Medium Default priority assigned to all tickets. Issues affecting multiple users with workaround available 1 Business Day 3 Business Days Low Issues affecting individual users with workaround available 2 Business Days 5 Business Days Service Request Fulfillment Targets Targets‌ WashU IT Service Owners work with customers to establish service fulfillment targets for each service request that comprise the Service Features listed in this document. The following table lists the service fulfillment target for each service request: Service Request Fulfillment Target Identity and Access Management - Shibboleth Integration 5 Calendar Creation 3 business days from request receipt for basic integration Distribution List Creation 3 business days Email Creation 3 business days Room or Equipment Account Creation 3 business days Shared Mailbox Creation 3 business days Service Availability Authentication Availability‌ Email (Office 365) is hosted in Microsoft’s cloud services are available 7x24and guarantees 99.9% uptime. Service Reliability, Performance & Continuity Continuity‌ Service Reliability and Performance IAM services are regionally Email (Office 365) is hosted in multiple Microsoft’s cloud services, which has redundant data centers and in a Highly Available configurationto ensure continuity of service. Responsiveness of Web-based authentication is expected to be less than 5 seconds. Integrated application response to the authentication request is the responsibility of the Application support team. Server patching may be conducted monthly and brief disruptions of 5 minutes or less Email service status can be expected while services redirect to alternate data center. check at xxxxx://xxxxx.xxxxx.xxx/ Service Continuity WashU ITs is responsible for maintaining service continuity. The customer is responsibility for developing and maintaining a business continuity plan for addressing unplanned service outages. Change Management and Service Reviews Reviews‌ WashU IT has established a change management and service review process to ensure changes and enhancements of services and systems are done in a controlled manner to prevent unintended consequences and to confirm that changes and updates are implemented according to an approved framework. Change Management The complete change management process is documented in the WashU IT Change Management Charter, but the following highlights from this charter are worth noting. Changes and updates to systems and services fall into one of three general categories: Standard – changes and updates that are considered routine, well documented and of low risk to the University. Normal – changes and updates that require scheduled review and approval by the Change Advisory Board (CAB) to ensure mitigation of risk to the University. Emergency – changes and updates that cannot wait until the next scheduled CAB meeting for approval and must be reviewed by the CAB to address a CRITICAL incident or upgrade. All non-standard changes will be communicated to customer according to established customer communication channels. All customer requests for a non-standard change or upgrade to a WashU IT supported service or system must follow the WashU IT change management process. General Maintenance Windows Non-standard changes approved by the CAB will occur during the following maintenance windows: M – Sat: 6pm – 6am Sunday: Anytime of the Day Regularly Scheduled Maintenance for IAM Server patching will occur the 2nd Tuesday of each month from 6 – 10 pm and will result in services being unavailable for up to 5 minutes. Roles and Responsibilities Responsibilities‌ The following roles and responsibilities between WashU IT and the customer are called out to highlight the important partnership that must exist between WashU IT as the service provider and WashU departments as the consumers of existing services and systems. Both parties play an important role in ensuring the overall health of services. WashU IT Responsibilities  • Provide qualified support personnel to support WashU IT services and systems.  • Document specific features and warranties of each service provided by WashU IT  • Produce metrics that demonstrate each service is healthy.  • Provide customers with appropriate communication and governance channels to effect change to WashU IT services and systems in a way that furthers the University’s mission without posing significant risks. Customers Responsibilities  • Provide an ongoing point of contact within their department with which WashU IT can interface to ensure support and service requests are addressed in a timely manner.  • Make support and service requests as outlined in this document.  • Use WashU IT established communication and governance channels to request changes to existing services and systems. Service Reporting & Metrics Metrics‌ WashU IT will provide the customer with a quarterly report that documents key support and service metrics. Customers may request additional metrics and reporting schedules by contacting their CRM representative. The following metrics will be tracked and reported on for User Services: Metric Target Availability of login services 99.9% Web-based authentication response < 5 seconds Review and Revision TimelineTimeline‌

Extended. After Hours: any time or day not within standard business hours Initial Response Times: CRITICAL support or service requests will be responded to within the following times. Calls to 933-3333 after hour calls will be answered by the WashU IT Systems Operations Center (SOC). The SOC will either resolve the issue or page on call staff to resolve the issue. On call staff will respond to the after hour pager on average* within 30 minutes Email to xxxxxx@xxxxx.xxx with Note – non-CRITICAL in the subject line support or service requests will be responded to on average* within 30 minutes Web Requests made via the ServiceNow “report an issue” form standard business hours and include CRITICAL in the “short description” field will be responded to on average* within 30 minutes response times. *averages are calculated on a monthly basis Support Request Resolution Targets Targets‌ WashU IT has established the following general support escalation procedures and resolution targets to meet customer support request needs. Note that service request fulfillment is addressed in a latter section titled “Service Fulfillment Targets”. This section is only addressing support escalation and resolution. Support Escalation & Resolution Procedures – all support requests will be escalated from the initial general support team to a specialized support team based on the priority of the support request or if the general support team cannot resolve the issue within 20 minutes. Once the request is escalated to a specialized support team, the customer will be notified and the specialized support team may contact the customer for further information and testing. Once the specialized support team resolves the request, the general support team will review the resolution to ensure quality control. Once the general support team confirms the resolution has met the customer’s needs, the request will be closed. Communication with the customer will be via email. If the customer does not reply within 3 business days, the ticket will be automatically closed. Prioritization – all support requests will be given a medium priority unless the customer indicates an impact or urgency that requires a higher prioritization. Impact is defined as the affect to which a technology service or system is inhibiting the customer’s ability to conduct University business. Urgency is defined as the timeframe in which the customer needs the technology issues resolved or a workaround put in place. WashU IT uses the following priority scale for systems and services not performing normally. Priority Description Response Target Resolution Target Critical Global Issues Business critical issues – impacting ability to perform mission Issues affecting multiple users unable to be productive 15 minutes 4 hours High Issues affecting individual or multiple users with no workaround available 1 hour 1 Business Day Medium Default priority assigned to all tickets. Issues affecting multiple users with workaround available 1 Business Day 3 Business Days Low Issues affecting individual users with workaround available 2 Business Days 5 Business Days Service Request Fulfillment Targets Targets‌ WashU IT Service Owners work with customers to establish service fulfillment targets for each service request that comprise the Service Features listed in this document. The following table lists the service fulfillment target for each service request: Note: There is a freeze on all enhancement work during Fiscal Year end beginning mid-June thru the 2nd week of July. Service Request Fulfillment Target Identity and Access Enhancement/Integration requests Will be responded to within 2 business days to schedule a follow up meeting to gather requirements. All requests must be presented to the Functional Research Administration Group for prioritization or referral to the AIS Domain Governance Committee depending on the scope of the request. Data Requests All requests must come from a manager within the department. Response 2 business days after receipt of the request. Fulfillment Data requests with a large scope will be escalated to the Functional Research Administrators Group (FRAG) for prioritization prior to any work being done. The FRAG Committee will be made aware of all requests for informational purposes. If approved by either the FRAG Committee or WUIT Management - Shibboleth Integration in charge of the Research Administration Systems support team for smaller scope requests, the data will be provided within 5 business days from request receipt of approval. The FRAG Committee meets monthly on the 1ST Tuesday. Security of the requestor will be reviewed to ensure that they have the appropriate access to receive the requested data. All requests will additionally be forwarded along to the Business Intelligence Data Warehouse group for basic integration assessment of availability of the data within the Data Warehouse. Service Availability Authentication services are available 7x24. Availability‌ Available 24 hours a day, 7 days a week, with the following exceptions: Monday 4:00 am - 6:00 am Monday – Friday 9:00 pm - 9:30 pm Saturday 5:00 pm - Sunday 8:00 am Service Reliability, Performance & Continuity Service Reliability and Performance IAM services are regionally hosted in multiple data centers and in a Highly Available configuration. Responsiveness of Web-based authentication is expected to be less than 5 seconds. Integrated application response to the authentication request is the responsibility of the Application support team. Server patching may be conducted monthly and brief disruptions of 5 minutes or less can be expected while services redirect to alternate data center. Service Continuity WashU ITs is responsible for maintaining service continuity. The customer is responsibility for developing and maintaining a business continuity plan for addressing unplanned service outages. Change Management and Service Reviews WashU IT has established a change management and service review process to ensure changes and enhancements of services and systems are done in a controlled manner to prevent unintended consequences and to confirm that changes and updates are implemented according to an approved framework. Change Management The complete change management process is documented in the WashU IT Change Management Charter, but the following highlights from this charter are worth noting. Changes and updates to systems and services fall into one of three general categories: Standard – changes and updates that are considered routine, well documented and of low risk to the University. Normal – changes and updates that require scheduled review and approval by the Change Advisory Board (CAB) to ensure mitigation of risk to the University. Emergency – changes and updates that cannot wait until the next scheduled CAB meeting for approval and must be reviewed by the CAB to address a CRITICAL incident or upgrade. All non-standard changes will be communicated to customer according to established customer communication channels. All customer requests for a non-standard change or upgrade to a WashU IT supported service or system must follow the WashU IT change management process. General Maintenance Windows Non-standard changes approved by the CAB will occur during the following maintenance windows: M – Sat: 6pm – 6am Sunday: Anytime of the Day Regularly Scheduled Maintenance for IAM Server patching will occur the 2nd Tuesday of each month from 6 – 10 pm and will result in services being unavailable for up to 5 minutes. Roles and Responsibilities The following roles and responsibilities between WashU IT and the customer are called out to highlight the important partnership that must exist between WashU IT as the service provider and WashU departments as the consumers of existing services and systems. Both parties play an important role in ensuring the overall health of services. WashU IT Responsibilities  Provide qualified support personnel to support WashU IT services and systems.  Document specific features and warranties of each service provided by WashU IT  Produce metrics that demonstrate each service is healthy.  Provide customers with appropriate communication and governance channels to effect change to WashU IT services and systems in a way that furthers the University’s mission without posing significant risks. Customers Responsibilities  Provide an ongoing point of contact within their department with which WashU IT can interface to ensure support and service requests are addressed in a timely manner.  Make support and service requests as outlined in this document.  Use WashU IT established communication and governance channels to request changes to existing services and systems. Service Reporting & Metrics Customers may request additional metrics and reporting schedules by contacting their CRM representative. The following metrics will be tracked and reported on for User Services: Metric Target Availability of login services 99.9% Web-based authentication response < 5 seconds Review and Revision TimelineContinuity‌

Extended. After Hours: any time or day not within standard business hours Initial Response Times: CRITICAL support or service requests will be responded to within the following times. Calls to 933-3333 after hour calls will be answered by the WashU IT Systems Operations Center (SOC). The SOC will either resolve the issue or page on call staff to resolve the issue. On call staff will respond to the after hour pager on average* within 30 minutes Email to xxxxxx@xxxxx.xxx with CRITICAL in the subject line will be responded to on average* within 30 minutes Web Requests made via the ServiceNow “report an issue” form and include CRITICAL in the “short description” field will be responded to on average* within 30 minutes *averages are calculated on a monthly basis Support Request Resolution Targets Targets‌ WashU IT has established the following general support escalation procedures and resolution targets to meet customer support request needs. Note that service request fulfillment is addressed in a latter later section titled “Service Fulfillment Targets”. .” This section is only addressing support escalation and resolution. Support Escalation & Resolution Procedures – all support requests will be escalated from the initial general support team to a specialized support team based on the priority of the support request or if the general support team cannot resolve the issue within 20 minutes. Once the request is escalated to a specialized support team, the customer will be notified notified, and the specialized support team may contact the customer for further information and testing. Once the specialized support team resolves the request, the general support team will review the resolution to ensure quality control. Once the general support team confirms the resolution has met the customer’s needs, the request will be closed. Communication with the customer will be via email. If the customer does not reply within 3 three business days, the ticket will be automatically closed. Prioritization – all support requests will be given a medium priority unless the customer indicates an impact or urgency that requires a higher prioritization. Impact The impact is defined as the affect effect to which a technology service or system is inhibiting the customer’s ability to conduct University business. Urgency is defined as the timeframe in which the customer needs the technology issues resolved or a workaround put in place. WashU IT uses the following priority scale for systems and services not performing normally. Priority Description Response Target Resolution Target Critical Global Issues Business critical issues – impacting ability to perform mission Issues affecting multiple users unable to be productive 15 minutes 4 hours High Issues affecting individual or multiple users with no workaround available 1 hour 1 Business Day Medium Default priority assigned to all tickets. Issues affecting multiple users with workaround available 1 Business Day 3 Business Days Low Issues affecting individual users with workaround available 2 Business Days 5 Business Days Service Request Fulfillment Targets Targets‌ WashU IT Service Owners work with customers to establish service fulfillment targets for each service request that comprise the Service Features listed in this document. The following table lists the service fulfillment target for each service request: Service Request Fulfillment Target Identity and Access Management - Shibboleth Integration 5 Labels Response Two business days Fulfillment: Requests will be taken and reviewed. Team will assign resources based on availability Data Requests All requests must come from a manager within the department. Response Two business days after receipt of the request. Fulfillment Data requests with a large scope will be escalated to the HRMS Committee for prioritization/authorization before any work being done. The HRMS Committee will be made aware of all requests for informational purposes. If approved by either the HRMS Updates Committee or WUIT Management in charge of the HRMS Systems support team for smaller scope requests, the data will be provided within five business days of approval. The HRMS Updates Committee meets monthly on the 2nd Wednesday. Security of the requestor will be reviewed to ensure that they have the appropriate access to receive the requested data. All requests will additionally be forwarded along to the Business Intelligence Data Warehouse group for assessment of the availability of the data within the Data Warehouse. Enhancement/Integration requests Response Two business days after receipt of the request receipt to schedule a follow-up meeting to gather requirements Fulfillment All requests must be presented to the HRMS Updates Committee for basic integration prioritization or referral to the HRMS Domain Governance Committee depending on the scope of the request. Service Availability Authentication services are available 7x24. Availability‌ Monday - Friday 7:00 am - 9:00 pm Saturday 9:00 am - 5:00 pm Service Reliability, Performance & Continuity Continuity‌ Service Reliability and Performance IAM services are regionally hosted in multiple data centers and in a Highly Available configuration. Responsiveness The HRMS Systems service has an expected uptime percentage of Web-based authentication is expected to be less than 5 seconds. Integrated application response to 100% during all times noted above under the authentication request is the responsibility of the Application support team. Server patching may be conducted monthly and brief disruptions of 5 minutes or less can be expected while services redirect to alternate data centerService Availability section. Service Continuity WashU ITs is Washington University IT will be responsible for maintaining providing a highly available environment to host the HRMS Systems Service that will fail over to a secondary data center in the case of loss of service continuityfrom the primary data center and will be fully functional with some exceptions noted below within 10 minutes. This loss of service could be caused by many different events such as power outage, fire, flood, tornado, etc. In the case of an unplanned outage to the service, Washington University IT will maintain customer contacts initially within the first 30 minutes of the outage, and hourly updates after that. The customer following HRMS Systems Services are currently not considered highly available, and further planning and project work will need to be completed to obtain a 100% highly available environment if deemed a priority: • Batch Processing – This is responsibility currently at a level in which up to a day may be needed in order to recover, and therefore, overnight processing may be delayed or skipped for developing and maintaining a business continuity plan for addressing unplanned service outagesone evening. Change Management and Service Reviews WashU IT has established a change management and service review process to ensure changes and enhancements of to services and systems are done in a controlled manner to prevent unintended consequences and to confirm that changes and updates are implemented according to an approved framework. Change Management The complete change management process is documented in the WashU IT Change Management Charter, but the following highlights from this charter are worth noting. Changes and updates to systems and services fall into one of three general categories: Standard – changes and updates that are considered routine, well documented and of low risk to the University. Normal – changes and updates that require scheduled review and approval by the Change Advisory Board (CAB) to ensure mitigation of risk to the University. Emergency – changes and updates that cannot wait until the next scheduled CAB meeting for approval and must be reviewed by the CAB to address a CRITICAL incident or upgrade. All non-standard changes will be communicated to the customer according to established customer communication channels. All customer requests for a non-standard change or upgrade to a WashU IT supported service or system must follow the WashU IT change management process. General Maintenance Windows Non-standard changes approved by the CAB will occur during the following maintenance windows: M – Sat: 6pm – 6am Sunday: Anytime of the Day Regularly Scheduled Maintenance for IAM HRMS Systems • Server patching Patching will occur the 2nd Tuesday Wednesday of each month from 6 pm – 10 pm and will may result in services servers being unavailable for up some periods of time. Testing will occur during this time to 5 minutesensure functionality. • HRMS Systems will have monthly releases occurring on the 3rd Wednesday of each month in which new features or fixes will be installed. These releases will occur at 5:00 pm and will not result in any outage. Roles and Responsibilities Responsibilities‌ The following roles and responsibilities between WashU IT and the customer are called out to highlight the important partnership that must exist between WashU IT as the service provider and WashU departments as the consumers of existing services and systems. Both parties play an important role in ensuring the overall health of services. WashU IT Responsibilities  • Provide qualified support personnel to support WashU IT services and systems.  Document • WashU IT will document specific features and warranties of each service provided by WashU IT  provided. • Produce metrics that demonstrate the health of each service is healthyservice.  • Provide customers with appropriate communication and governance channels to effect change to WashU IT services and systems in a way that furthers the University’s mission without posing significant risks. Customers Responsibilities  • Provide an ongoing point of contact within their department with which WashU IT can interface to ensure support and service requests are addressed in a timely mannerpromptly.  • Make support and service requests as outlined in this document.  • Use WashU IT established communication and governance channels to request changes to existing services and systems. Service Reporting & Metrics Metrics‌ WashU IT will provide the customer with a quarterly report that documents key support and service metrics. Customers may request additional metrics and reporting schedules by contacting their CRM representative. The following metrics will be tracked and reported on for User Services: Metric Target Availability of login services 99.9% Web-based authentication response < 5 seconds Review and Revision TimelineTimeline‌

Extended. After Hours: any time or day not within standard business hours Initial Response Times: CRITICAL support or service requests will be responded to within the following times. Calls to 933-3333 after hour calls will be answered by the WashU IT Systems Operations Center (SOC). The SOC will either resolve the issue or page on call staff to resolve the issue. On call staff will respond to the after hour pager on average* within 30 minutes Email to xxxxxx@xxxxx.xxx with CRITICAL in the subject line will be responded to on average* within 30 minutes Web Requests made via the ServiceNow “report an issue” form and include CRITICAL in the “short description” field will be responded to on average* within 30 minutes *averages are calculated on a monthly basis Support Request Resolution Targets Targets‌ WashU IT has established the following general support escalation procedures and resolution targets to meet customer support request needs. Note that service request fulfillment is addressed in a latter section titled “Service Fulfillment Targets”. This section is only addressing support escalation and resolution. Support Escalation & Resolution Procedures – all support requests will be escalated from the initial general support team to a specialized support team based on the priority of the support request or if the general support team cannot resolve the issue within 20 minutesone hour. Once the request is escalated to a specialized support team, the customer will be notified and the specialized support team may contact the customer for further information and testing. Once the specialized support team resolves the request, the general support team will review the resolution to ensure quality control. Once the general support team confirms the resolution has met the customer’s needs, the request will be closed. Communication with the customer will be via emailemail or telephone. If the customer does not reply within 3 business days, the ticket will be automatically closed. Prioritization – all support requests will be given a medium priority unless the customer indicates an impact or urgency that requires a higher prioritization. Impact is defined as the affect to which a technology service or system is inhibiting the customer’s ability to conduct University business. Urgency is defined as the timeframe in which the customer needs the technology issues resolved or a workaround put in place. WashU IT uses the following priority scale for systems and services not performing normally. Priority Description Response Target Resolution Target Critical Global Issues Business critical issues – impacting ability to perform mission Issues affecting multiple users unable to be productive 15 minutes 4 hours High Issues affecting individual or multiple users with no workaround available 1 hour 1 Business Day Medium Default priority assigned to all tickets. Issues affecting multiple users with workaround available 1 Business Day 3 Business Days Low Issues affecting individual users with workaround available 2 Business Days 5 Business Days Service Request Fulfillment Targets Targets‌ WashU IT Service Owners work with customers to establish service fulfillment targets for each service request that comprise the Service Features listed in this document. The following table lists the service fulfillment target for each service request: Service Request Fulfillment Target Identity and Access Management - Shibboleth Integration Assignment of Toll Free number, authorization code for international dialing 5 business days from request receipt Changes to existing Call Center 5 business days Consulting Services Schedule will be defined as scope is understood. Installation, relocation of dial tone to existing jack 10 business days with the exception of times of heavy construction/renovation/special projects Installation or change for basic integration voice mail or automated attendant 5 business days Installation of Call Center 5 weeks Process billing change requests 5 business days Reporting 5 business days Request New Blue Light We will meet with you within 5 business days to gather your requirements. Training 5 business days Service Availability Authentication services Availability‌ Telephone and voice mail systems operate 24x7, except during scheduled system maintenance. While unscheduled outages are available 7x24possible, customers should expect at least 99.9% availability. Service Reliability, Performance & Continuity Service Reliability and Performance IAM services are regionally hosted Continuity‌ The telephone system is designed for resilient operations with built in multiple data centers and in a Highly Available configurationHigh Availability. Responsiveness of Web-based authentication is expected to be less than 5 seconds. Integrated application response to the authentication request is the responsibility of the Application support team. Server patching may be conducted monthly and brief disruptions of 5 minutes or less can be expected while services redirect to alternate data center. Service Continuity Business Continuity‌ WashU ITs IT is responsible for maintaining service continuity. The continuity while the customer is responsibility responsible for developing and maintaining a business continuity plan for addressing unplanned service outages. Change Management and Service Reviews Reviews‌ WashU IT has established a change management and service review process to ensure changes and enhancements of services and systems are done in a controlled manner to prevent unintended consequences and to confirm that changes and updates are implemented according to an approved framework. Change Management The complete change management process is documented in the WashU IT Change Management Charter, but the following highlights from this charter are worth noting. Changes and updates to systems and services fall into one of three general categories: Standard – changes and updates that are considered routine, well documented and of low risk to the University. Normal – changes and updates that require scheduled review and approval by the Change Advisory Board (CAB) to ensure mitigation of risk to the University. Emergency – changes and updates that cannot wait until the next scheduled CAB meeting for approval and must be reviewed by the CAB to address a CRITICAL incident or upgrade. All non-standard changes will be communicated to customer according to established customer communication channels. All customer requests for a non-standard change or upgrade to a WashU IT supported service or system must follow the WashU IT change management process. General Maintenance Windows Non-standard changes approved by the CAB will occur during the following maintenance windows: M – Sat: 6pm – 6am Sunday: Anytime of the Day Regularly Scheduled Maintenance for IAM Server patching will occur the 2nd Tuesday of each month from Telecommunication Services WashU IT has optional weekly maintenance windows Monday through Saturday 6 – 10 pm and will result in services being unavailable for up to 5 minutes6 am during which time standard changes (maintenance, switch upgrades, repair etc) can occur. Roles and Responsibilities Responsibilities‌ The following roles and responsibilities between WashU IT and the customer are called out to highlight the important partnership that must exist between WashU IT as the service provider and WashU departments as the consumers of existing services and systems. Both parties play an important role in ensuring the overall health of services. WashU IT Responsibilities  • Provide qualified support personnel to support WashU IT services and systems.  • Document specific features and warranties of each the service provided by WashU IT  IT. • Produce metrics that demonstrate the health of each service is healthyservice.  • Provide customers with appropriate communication and governance channels to effect change to WashU IT services and systems in a way that furthers the University’s mission without posing significant risks. Customers Responsibilities  • Provide an ongoing point of contact within their department with which WashU IT can interface to ensure support and service requests are addressed in a timely manner.  • Make support and service requests as outlined in this document.  • Use WashU IT established communication and governance channels to request changes to existing services and systems. Service Reporting & Metrics Metrics‌ WashU IT will provide the customer with a quarterly report that documents key support and service metrics. Customers may request additional metrics and reporting schedules by contacting their CRM representative. The following metrics will be tracked and reported on for User Services: Metric Target Availability of login services 99.9% Web-based authentication response < 5 seconds Review and Revision TimelineTimeline‌

Extended. After Hours: any time or day not within standard business hours Initial Response Times: CRITICAL support or service requests will be responded to within the following times. Calls to 933-3333 after hour calls will be answered by the WashU IT Systems Operations Center (SOC). The SOC will either resolve the issue or page on call staff to resolve the issue. On call staff will respond to the after hour pager on average* within 30 minutes Email to xxxxxx@xxxxx.xxx with CRITICAL in the subject line will be responded to on average* within 30 minutes Web Requests made via the ServiceNow “report an issue” form and include CRITICAL in the “short description” field will be responded to on average* within 30 minutes *averages are calculated on a monthly basis Support Request Resolution Targets Targets‌ WashU IT has established the following general support escalation procedures and resolution targets to meet customer support request needs. Note that service request fulfillment is addressed in a latter later section titled “Service Fulfillment Targets”. .” This section is only addressing support escalation and resolution. Support Escalation & Resolution Procedures – all support requests will be escalated from the initial general support team to a specialized support team based on the priority of the support request or if the general support team cannot resolve the issue within 20 minutes. Once the request is escalated to a specialized support team, the customer will be notified notified, and the specialized support team may contact the customer for further information and testing. Once the specialized support team resolves the request, the general support team will review the resolution to ensure quality control. Once the general support team confirms the resolution has met the customer’s needs, the request will be closed. Communication with the customer will be via email. If the customer does not reply within 3 three business days, the ticket will be automatically closed. Prioritization – all support requests will be given a medium priority unless the customer indicates an impact or urgency that requires a higher prioritization. Impact The impact is defined as the affect effect to which a technology service or system is inhibiting the customer’s ability to conduct University business. Urgency is defined as the timeframe in which the customer needs the technology issues resolved or a workaround put in place. WashU IT uses the following priority scale for systems and services not performing normally. Priority Description Response Target Resolution Target Critical Global Issues Business critical issues – impacting ability to perform mission Issues affecting multiple users unable to be productive 15 minutes 4 hours High Issues affecting individual or multiple users with no workaround available 1 hour 1 Business Day Medium Default priority assigned to all tickets. Issues affecting multiple users with workaround available 1 Business Day 3 Business Days Low Issues affecting individual users with workaround available 2 Business Days 5 Business Days Service Request Fulfillment Targets Targets‌ WashU IT Service Owners work with customers to establish service fulfillment targets for each service request that comprise the Service Features listed in this document. The following table lists the service fulfillment target for each service request: Service Request Fulfillment Target Identity and Access Management - Shibboleth Integration 5 business days from request receipt for basic integration Service Availability Authentication services are available 7x24. Service Reliability, Performance & Continuity Service Reliability and Performance IAM services are regionally hosted in multiple data centers and in a Highly Available configuration. Responsiveness of Web-based authentication is expected to be less than 5 seconds. Integrated application response to the authentication request is the responsibility of the Application support team. Server patching may be conducted monthly and brief disruptions of 5 minutes or less can be expected while services redirect to alternate data center. Service Continuity WashU ITs is responsible for maintaining service continuity. The customer is responsibility for developing and maintaining a business continuity plan for addressing unplanned service outages. Change Management and Service Reviews WashU IT has established a change management and service review process to ensure changes and enhancements of services and systems are done in a controlled manner to prevent unintended consequences and to confirm that changes and updates are implemented according to an approved framework. Change Management The complete change management process is documented in the WashU IT Change Management Charter, but the following highlights from this charter are worth noting. Changes and updates to systems and services fall into one of three general categories: Standard – changes and updates that are considered routine, well documented and of low risk to the University. Normal – changes and updates that require scheduled review and approval by the Change Advisory Board (CAB) to ensure mitigation of risk to the University. Emergency – changes and updates that cannot wait until the next scheduled CAB meeting for approval and must be reviewed by the CAB to address a CRITICAL incident or upgrade. All non-standard changes will be communicated to customer according to established customer communication channels. All customer requests for a non-standard change or upgrade to a WashU IT supported service or system must follow the WashU IT change management process. General Maintenance Windows Non-standard changes approved by the CAB will occur during the following maintenance windows: M – Sat: 6pm – 6am Sunday: Anytime of the Day Regularly Scheduled Maintenance for IAM Server patching will occur the 2nd Tuesday of each month from 6 – 10 pm and will result in services being unavailable for up to 5 minutes. Roles and Responsibilities The following roles and responsibilities between WashU IT and the customer are called out to highlight the important partnership that must exist between WashU IT as the service provider and WashU departments as the consumers of existing services and systems. Both parties play an important role in ensuring the overall health of services. WashU IT Responsibilities  Provide qualified support personnel to support WashU IT services and systems.  Document specific features and warranties of each service provided by WashU IT  Produce metrics that demonstrate each service is healthy.  Provide customers with appropriate communication and governance channels to effect change to WashU IT services and systems in a way that furthers the University’s mission without posing significant risks. Customers Responsibilities  Provide an ongoing point of contact within their department with which WashU IT can interface to ensure support and service requests are addressed in a timely manner.  Make support and service requests as outlined in this document.  Use WashU IT established communication and governance channels to request changes to existing services and systems. Service Reporting & Metrics Customers may request additional metrics and reporting schedules by contacting their CRM representative. The following metrics will be tracked and reported on for User Services: Metric Target Availability of login services 99.9% Web-based authentication response < 5 seconds Review and Revision TimelineTarget

Extended. After Hours: any time or day not within standard business hours Initial Response Times: CRITICAL support or service requests will be responded to within the following times. Calls to 933-3333 after hour calls will be answered by the WashU IT Systems Operations Center (SOC). The SOC will either resolve the issue or page on call staff to resolve the issue. On call staff will respond to the after hour pager on average* within 30 minutes Email to xxxxxx@xxxxx.xxx with CRITICAL in the subject line will be responded to on average* within 30 minutes Web Requests made via the ServiceNow “report an issue” form and include CRITICAL in the “short description” field will be responded to on average* within 30 minutes *averages are calculated on a monthly basis Support Request Resolution Targets WashU IT has established the following general support escalation procedures and resolution targets to meet customer support request needs. Note that service request fulfillment is addressed in a latter section titled “Service Fulfillment Targets”. This section is only addressing support escalation and resolution. Support Escalation & Resolution Procedures – all support requests will be escalated from the initial general support team to a specialized support team based on the priority of the support request or if the general support team cannot resolve the issue within 20 minutes. Once the request is escalated to a specialized support team, the customer will be notified and the specialized support team may contact the customer for further information and testing. Once the specialized support team resolves the request, the general support team will review the resolution to ensure quality control. Once the general support team confirms the resolution has met the customer’s needs, the request will be closed. Communication with the customer will be via email. If the customer does not reply within 3 business days, the ticket will be automatically closed. Prioritization – all support requests will be given a medium priority unless the customer indicates an impact or urgency that requires a higher prioritization. Impact is defined as the affect to which a technology service or system is inhibiting the customer’s ability to conduct University business. Urgency is defined as the timeframe in which the customer needs the technology issues resolved or a workaround put in place. WashU IT uses the following priority scale for systems and services not performing normally. Priority Description Response Target Resolution Target Critical Global Issues Business critical issues – impacting ability to perform mission Issues affecting multiple users unable to be productive 15 minutes 4 hours High Issues affecting individual or multiple users with no workaround available 1 hour 1 Business Day Medium Default priority assigned to all tickets. Issues affecting multiple users with workaround available 1 Business Day 3 Business Days Low Issues affecting individual users with workaround available 2 Business Days 5 Business Days Service Request Fulfillment Targets WashU IT Service Owners work with customers to establish service fulfillment targets for each service request that comprise the Service Features listed in this document. The following table lists the service fulfillment target for each service request: Basic SharePoint ECM site Service Request Fulfillment Target Identity Permission request 1-2 Business days (Provided proper approval by Site Owner) Create KL Search 2-3 Weeks depending on complexity Modify/Update KL Search 1 Week depending on complexity Create new content type 1 Week Update current content type 3 Business Days SharePoint ECM site with KnowledgeLake Capture and/or Connect Service Request Fulfillment Target Install and Access Management - Shibboleth Integration 5 business configure Capture/Connect software 2-3 Business days from request receipt for basic Add autopopulation of fields 2-3 Weeks depending on complexity LOB integration 4 weeks depending on complexity SharePoint ECM site with KnowledgeLake Capture, Capture Server and/or Connect Service Request Fulfillment Target Add Capture Server Process 2-3 Weeks depending on complexity Modify Capture Server Process 2 Weeks depending on complexity Service Availability Authentication The Digital Assets Management/Document Imaging services availability are available 7x24. Service Reliability, Performance & Continuity Service Reliability and Performance IAM services are regionally hosted in multiple data centers and in a Highly Available configuration. Responsiveness of Web-based authentication is expected to be less than 5 seconds. Integrated application response to the authentication request is the responsibility of the Application support team. Server patching may be conducted monthly and brief disruptions of 5 minutes or less can be expected while services redirect to alternate data center. Service Continuity WashU ITs is responsible for maintaining service continuity. The customer is responsibility for developing and maintaining a defined as 99.8% uptime during normal business continuity plan for addressing unplanned service outageshours. Change Management and Service Reviews WashU IT has established a change management and service review process to ensure changes and enhancements of services and systems are done in a controlled manner to prevent unintended consequences and to confirm that changes and updates are implemented according to an approved framework. Change Management The complete change management process is documented in the WashU IT Change Management Charter, but the following highlights from this charter are worth noting. Changes and updates to systems and services fall into one of three general categories: Standard – changes and updates that are considered routine, well documented and of low risk to the University. Normal – changes and updates that require scheduled review and approval by the Change Advisory Board (CAB) to ensure mitigation of risk to the University. Emergency – changes and updates that cannot wait until the next scheduled CAB meeting for approval and must be reviewed by the CAB to address a CRITICAL incident or upgrade. All non-standard changes will be communicated to customer according to established customer communication channels. All customer requests for a non-standard change or upgrade to a WashU IT supported service or system must follow the WashU IT change management process. General Maintenance Windows Non-standard changes approved by the CAB will occur during the following maintenance windows: M – Sat: 6pm – 6am Sunday: Anytime of the Day Regularly Scheduled Maintenance for IAM Server patching will occur the 2nd Tuesday of each month from 6 – 10 pm and will result in services being unavailable for up to 5 minutes. Roles and Responsibilities The following roles and responsibilities between WashU IT and the customer are called out to highlight the important partnership that must exist between WashU IT as the service provider and WashU departments as the consumers of existing services and systems. Both parties play an important role in ensuring the overall health of services. WashU IT Responsibilities  • Provide qualified support personnel to support WashU IT services and systems.  • Document specific features and warranties of each service provided by WashU IT  • Produce metrics that demonstrate the health of each service is healthyservice.  • Provide customers with appropriate communication and governance channels to effect change to WashU IT services and systems in a way that furthers the University’s mission without posing significant risks. Customers Responsibilities  • Provide an ongoing point of contact within their department with which WashU IT can interface to ensure support and service requests are addressed in a timely manner.  • Make support and service requests as outlined in this document.  • Use WashU IT established communication and governance channels to request changes to existing services and systems. Service Reporting & Metrics WashU IT will provide the customer with a quarterly report that documents key support and service metrics. Customers may request additional metrics and reporting schedules by contacting their CRM representative. The following metrics will be tracked and reported on for User Services: Metric Target Availability of login services 99.9% Web-based authentication response < 5 seconds Review and Revision Timeline

Extended. After Hours: any time or day not within standard business hours Initial Response Times: CRITICAL support or service requests will be responded to within the following times. Calls to 933-3333 after hour calls will be answered by the WashU IT Systems Operations Center (SOC). The SOC will either resolve the issue or page on call staff to resolve the issue. On call staff will respond to the after hour pager on average* within 30 minutes Email to xxxxxx@xxxxx.xxx with CRITICAL in the subject line will be responded to on average* within 30 minutes Web Requests made via the ServiceNow “report an issue” form and include CRITICAL in the “short description” field will be responded to on average* within 30 minutes *averages are calculated on a monthly basis Support Request Resolution Targets Targets‌ WashU IT has established the following general support escalation procedures and resolution targets to meet customer support request needs. Note that service request fulfillment is addressed in a latter section titled “Service Fulfillment Targets”. This section is only addressing support escalation and resolution. Support Escalation & Resolution Procedures – all support requests will be escalated from the initial general support team to a specialized support team based on the priority of the support request or if the general support team cannot resolve the issue within 20 minutes. Once the request is escalated to a specialized support team, the customer will be notified and the specialized support team may contact the customer for further information and testing. Once the specialized support team resolves the request, the general support team will review the resolution to ensure quality control. Once the general support team confirms the resolution has met the customer’s needs, the request will be closed. Communication with the customer will be via email. If the customer does not reply within 3 business days, the ticket will be automatically closed. Prioritization – all support requests will be given a medium priority unless the customer indicates an impact or urgency that requires a higher prioritization. Impact is defined as the affect to which a technology service or system is inhibiting the customer’s ability to conduct University business. Urgency is defined as the timeframe in which the customer needs the technology issues resolved or a workaround put in place. WashU IT uses the following priority scale for systems and services not performing normally. Priority Description Response Target Resolution Target Critical Global Issues Business critical issues – impacting ability to perform mission Issues affecting multiple users unable to be productive 15 minutes 4 hours High Issues affecting individual or multiple users with no workaround available 1 hour 1 Business Day Medium Default priority assigned to all tickets. Issues affecting multiple users with workaround available 1 Business Day 3 Business Days Low Issues affecting individual users with workaround available 2 Business Days 5 Business Days Service Request Fulfillment Targets Targets‌ WashU IT Service Owners work with customers to establish service fulfillment targets for each service request that comprise the Service Features listed in this document. The following table lists the service fulfillment target for each service request: Service Request Fulfillment Target Identity and Access Management - Shibboleth Integration 5 business Cable Installation – voice, data, CATV, security loops, fiber optics Max 10 days from request receipt for basic integration Service Availability Authentication services are available 7x24. Service Reliability, Performance & Continuity Service Reliability and Performance IAM services are regionally hosted in multiple data centers and in a Highly Available configuration. Responsiveness of Web-based authentication is expected to be less than 5 seconds. Integrated application response to the authentication request is the responsibility of the Application support team. Server patching may be conducted monthly and brief disruptions of 5 minutes or less can Consulting Services Schedule will be expected while services redirect to alternate data centerdefined as scope is understood. Service Continuity WashU ITs IP Address DHCP and DNS Management 5 days + change management as needed Firewall Services 5 days + change management as needed Network Activation 5 days Technology Requests for special events Schedule will be defined as scope is responsible for maintaining service continuityunderstood. The customer VPN Services 15 days + change management as needed Washington University Research Network (XXXX) Schedule will be defined as scope is responsibility for developing and maintaining a business continuity plan for addressing unplanned service outagesunderstood. Change Management and Service Reviews Reviews‌ WashU IT has established a change management and service review process to ensure changes and enhancements of services and systems are done in a controlled manner to prevent unintended consequences and to confirm that changes and updates are implemented according to an approved framework. Change Management The complete change management process is documented in the WashU IT Change Management Charter, but the following highlights from this charter are worth noting. Changes and updates to systems and services fall into one of three general categories: Standard – changes and updates that are considered routine, well documented and of low risk to the University. Normal – changes and updates that require scheduled review and approval by the Change Advisory Board (CAB) to ensure mitigation of risk to the University. Emergency – changes and updates that cannot wait until the next scheduled CAB meeting for approval and must be reviewed by the CAB to address a CRITICAL incident or upgrade. All non-standard changes will be communicated to customer according to established customer communication channels. All customer requests for a non-standard change or upgrade to a WashU IT supported service or system must follow the WashU IT change management process. General Maintenance Windows Non-standard changes approved by the CAB will occur during the following maintenance windows: M – Sat: 6pm – 6am Sunday: Anytime of the Day Regularly Scheduled Maintenance for IAM Server patching will occur the 2nd Tuesday of each month from 6 – 10 pm and will result in services being unavailable for up to 5 minutes. Roles and Responsibilities Responsibilities‌ The following roles and responsibilities between WashU IT and the customer are called out to highlight the important partnership that must exist between WashU IT as the service provider and WashU departments as the consumers of existing services and systems. Both parties play an important role in ensuring the overall health of services. WashU IT Responsibilities  • Provide qualified support personnel to support WashU IT services and systems.  • Document specific features and warranties of each service provided by WashU IT  • Produce metrics that demonstrate the health of each service is healthyservice.  • Provide customers with appropriate communication and governance channels to effect change to WashU IT services and systems in a way that furthers the University’s mission without posing significant risks. Customers Responsibilities  • Provide an ongoing point of contact within their department with which WashU IT can interface to ensure support and service requests are addressed in a timely manner.  • Make support and service requests as outlined in this document.  • Use WashU IT established communication and governance channels to request changes to existing services and systems. Service Reporting & Metrics Metrics‌ WashU IT will provide the customer with a quarterly report that documents key support and service metrics. Customers may request additional metrics and reporting schedules by contacting their CRM representative. The following metrics will be tracked and reported on for User Services: Metric Target Availability of login services 99.9% Web-based authentication response < 5 seconds Review and Revision TimelineTimeline‌

Extended. After Hours: any time or day not within standard business hours Initial Response Times: CRITICAL support or service requests will be responded to within the following times. Calls to 933-3333 after hour calls will be answered by the WashU IT Systems Operations Center (SOC). The SOC will either resolve the issue or page on call staff to resolve the issue. On call staff will respond to the after hour pager on average* within 30 minutes Email to xxxxxx@xxxxx.xxx with CRITICAL in the subject line will be responded to on average* within 30 minutes Web Requests made via the ServiceNow “report an issue” form and include CRITICAL in the “short description” field will be responded to on average* within 30 minutes *averages are calculated on a monthly basis Support Request Resolution Targets Targets‌ WashU IT has established the following general support escalation procedures and resolution targets to meet customer support request needs. Note that service request fulfillment is addressed in a latter section titled “Service Fulfillment Targets”. This section is only addressing support escalation and resolution. Support Escalation & Resolution Procedures – all support requests will be escalated from the initial general support team to a specialized support team based on the priority of the support request or if the general support team cannot resolve the issue within 20 minutes. Once the request is escalated to a specialized support team, the customer will be notified and the specialized support team may contact the customer for further information and testing. Once the specialized support team resolves the request, the general support team will review the resolution to ensure quality control. Once the general support team confirms the resolution has met the customer’s needs, the request will be closed. Communication with the customer will be via email. If the customer does not reply within 3 business days, the ticket will be automatically closed. Prioritization – all support requests will be given a medium priority unless the customer indicates an impact or urgency that requires a higher prioritization. Impact is defined as the affect to which a technology service or system is inhibiting the customer’s ability to conduct University business. Urgency is defined as the timeframe in which the customer needs the technology issues resolved or a workaround put in place. WashU IT uses the following priority scale for systems and services not performing normally. Priority Description Response Target Resolution Target Critical Global Issues Business critical issues – impacting ability to perform mission Issues affecting multiple users unable to be productive 15 minutes 4 hours High Issues affecting individual or multiple users with no workaround available 1 hour 1 Business Day Medium Default priority assigned to all tickets. Issues affecting multiple users with workaround available 1 Business Day 3 Business Days Low Issues affecting individual users with workaround available 2 Business Days 5 Business Days Service Request Fulfillment Targets Targets‌ WashU IT Service Owners work with customers to establish service fulfillment targets for each service request that comprise the Service Features listed in this document. The following table lists the service fulfillment target for each service request: Service Request Fulfillment Target Identity and Access Management - Shibboleth Enhancement/Integration 5 requests Will be responded to within 2 business days from request receipt for basic integration to schedule a follow up meeting to gather requirements. Requests are reviewed, approved and prioritized by one of the service feature governance committees depending on the scope of the request. Service Availability Authentication services are available 7x24. Availability‌ Available 24 hours a day, 7 days a week, with the following exceptions: Monday 4:00 am - 6:00 am Monday – Friday 9:00 pm - 9:30 pm Saturday 5:00 pm - Sunday 8:00 am Service Reliability, Performance & Continuity Service Reliability and Performance IAM services are regionally hosted in multiple data centers and in a Highly Available configuration. Responsiveness of Web-based authentication is expected to be less than 5 seconds. Integrated application response to the authentication request is the responsibility of the Application support team. Server patching may be conducted monthly and brief disruptions of 5 minutes or less can be expected while services redirect to alternate data center. Service Continuity WashU ITs is responsible for maintaining service continuity. The customer is responsibility for developing and maintaining a business continuity plan for addressing unplanned service outages. Change Management and Service Reviews WashU IT has established a change management and service review process to ensure changes and enhancements of services and systems are done in a controlled manner to prevent unintended consequences and to confirm that changes and updates are implemented according to an approved framework. Change Management The complete change management process is documented in the WashU IT Change Management Charter, but the following highlights from this charter are worth noting. Changes and updates to systems and services fall into one of three general categories: Standard – changes and updates that are considered routine, well documented and of low risk to the University. Normal – changes and updates that require scheduled review and approval by the Change Advisory Board (CAB) to ensure mitigation of risk to the University. Emergency – changes and updates that cannot wait until the next scheduled CAB meeting for approval and must be reviewed by the CAB to address a CRITICAL incident or upgrade. All non-standard changes will be communicated to customer according to established customer communication channels. All customer requests for a non-standard change or upgrade to a WashU IT supported service or system must follow the WashU IT change management process. General Maintenance Windows Non-standard changes approved by the CAB will occur during the following maintenance windows: M – Sat: 6pm – 6am Sunday: Anytime of the Day Regularly Scheduled Maintenance for IAM Server patching will occur the 2nd Tuesday of each month from 6 – 10 pm and will result in services being unavailable for up to 5 minutes. Roles and Responsibilities The following roles and responsibilities between WashU IT and the customer are called out to highlight the important partnership that must exist between WashU IT as the service provider and WashU departments as the consumers of existing services and systems. Both parties play an important role in ensuring the overall health of services. WashU IT Responsibilities  Provide qualified support personnel to support WashU IT services and systems.  Document specific features and warranties of each service provided by WashU IT  Produce metrics that demonstrate each service is healthy.  Provide customers with appropriate communication and governance channels to effect change to WashU IT services and systems in a way that furthers the University’s mission without posing significant risks. Customers Responsibilities  Provide an ongoing point of contact within their department with which WashU IT can interface to ensure support and service requests are addressed in a timely manner.  Make support and service requests as outlined in this document.  Use WashU IT established communication and governance channels to request changes to existing services and systems. Service Reporting & Metrics Customers may request additional metrics and reporting schedules by contacting their CRM representative. The following metrics will be tracked and reported on for User Services: Metric Target Availability of login services 99.9% Web-based authentication response < 5 seconds Review and Revision TimelineContinuity‌

Extended. After Hours: any time or day not within standard business hours Initial Response Times: CRITICAL support or service requests will be responded to within the following times. Calls to 933-3333 after hour calls will be answered by the WashU IT Systems Operations Center (SOC). The SOC will either resolve the issue or page on call staff to resolve the issue. On call staff will respond to the after hour pager on average* within 30 minutes Email to xxxxxx@xxxxx.xxx with CRITICAL in the subject line will be responded to on average* within 30 minutes Web Requests made via the ServiceNow “report an issue” form and include CRITICAL in the “short description” field will be responded to on average* within 30 minutes *averages are calculated on a monthly basis Support Request Resolution Targets Targets‌ WashU IT has established the following general support escalation procedures and resolution targets to meet customer support request needs. Note that service request fulfillment is addressed in a latter section titled “Service Fulfillment Targets”. This section is only addressing support escalation and resolution. Support Escalation & Resolution Procedures – all support requests will be escalated from the initial general support team to a specialized support team based on the priority of the support request or if the general support team cannot resolve the issue within 20 minutes. Once the request is escalated to a specialized support team, the customer will be notified and the specialized support team may contact the customer for further information and testing. Once the specialized support team resolves the request, the general support team will review the resolution to ensure quality control. Once the general support team confirms the resolution has met the customer’s needs, the request will be closed. Communication with the customer will be via email. If the customer does not reply within 3 business days, the ticket will be automatically closed. Prioritization – all support requests will be given a medium priority unless the customer indicates an impact or urgency that requires a higher prioritization. Impact is defined as the affect to which a technology service or system is inhibiting the customer’s ability to conduct University business. Urgency is defined as the timeframe in which the customer needs the technology issues resolved or a workaround put in place. WashU IT uses the following priority scale for systems and services not performing normally. Priority Description Response Target Resolution Target Critical Global Issues Business critical issues – impacting ability to perform mission Issues affecting multiple users unable to be productive 15 minutes 4 hours High Issues affecting individual or multiple users with no workaround available 1 hour 1 Business Day Medium Default priority assigned to all tickets. Issues affecting multiple users with workaround available 1 Business Day 3 Business Days Low Issues affecting individual users with workaround available 2 Business Days 5 Business Days Service Request Fulfillment Targets Targets‌ WashU IT Service Owners work with customers to establish service fulfillment targets for each service request that comprise the Service Features listed in this document. The following table lists the service fulfillment target for each service request: Note: There is a freeze on all enhancement work during Fiscal Year end beginning mid-June thru the 2nd week of July. Service Request Fulfillment Target Identity and Access Management - Shibboleth Integration 5 Gift Form Response 1 business day Fulfillment: Changes will be deployed to the Production IIS environment within one business day of request Data Requests Response 3 business days from request after receipt of the request. Fulfillment Non-standard data requests with a large scope will be escalated to the A&D Project committee for basic integration prioritization/authorization prior to any work being done. The Committee will be made aware of all requests for informational purposes. Security of the requestor will be reviewed to ensure that they have the appropriate access to receive the requested data. Enhancement/Integration requests Response 3 business days after receipt of the request. Fulfillment All enhancement requests will be reviewed by the Technology Task Force committee for prioritization/authorization prior to any work being done. The Committee will be made aware of all requests for informational purposes. Service Availability Authentication services are available 7x24Availability‌ The Alumni and Development Information Systems service availability is 24 hours a day, seven days a week. Service Reliability, Performance & Continuity Service Reliability and Performance IAM services are regionally hosted in multiple data centers and in a Highly Available configuration. Responsiveness of Web-based authentication is expected to be less than 5 seconds. Integrated application response to the authentication request is the responsibility of the Application support team. Server patching may be conducted monthly and brief disruptions of 5 minutes or less can be expected while services redirect to alternate data center. Service Continuity WashU ITs is responsible for maintaining service continuity. The customer is responsibility for developing and maintaining a business continuity plan for addressing unplanned service outages. Change Management and Service Reviews WashU IT has established a change management and service review process to ensure changes and enhancements of services and systems are done in a controlled manner to prevent unintended consequences and to confirm that changes and updates are implemented according to an approved framework. Change Management The complete change management process is documented in the WashU IT Change Management Charter, but the following highlights from this charter are worth noting. Changes and updates to systems and services fall into one of three general categories: Standard – changes and updates that are considered routine, well documented and of low risk to the University. Normal – changes and updates that require scheduled review and approval by the Change Advisory Board (CAB) to ensure mitigation of risk to the University. Emergency – changes and updates that cannot wait until the next scheduled CAB meeting for approval and must be reviewed by the CAB to address a CRITICAL incident or upgrade. All non-standard changes will be communicated to customer according to established customer communication channels. All customer requests for a non-standard change or upgrade to a WashU IT supported service or system must follow the WashU IT change management process. General Maintenance Windows Non-standard changes approved by the CAB will occur during the following maintenance windows: M – Sat: 6pm – 6am Sunday: Anytime of the Day Regularly Scheduled Maintenance for IAM Server patching will occur the 2nd Tuesday of each month from 6 – 10 pm and will result in services being unavailable for up to 5 minutes. Roles and Responsibilities The following roles and responsibilities between WashU IT and the customer are called out to highlight the important partnership that must exist between WashU IT as the service provider and WashU departments as the consumers of existing services and systems. Both parties play an important role in ensuring the overall health of services. WashU IT Responsibilities  Provide qualified support personnel to support WashU IT services and systems.  Document specific features and warranties of each service provided by WashU IT  Produce metrics that demonstrate each service is healthy.  Provide customers with appropriate communication and governance channels to effect change to WashU IT services and systems in a way that furthers the University’s mission without posing significant risks. Customers Responsibilities  Provide an ongoing point of contact within their department with which WashU IT can interface to ensure support and service requests are addressed in a timely manner.  Make support and service requests as outlined in this document.  Use WashU IT established communication and governance channels to request changes to existing services and systems. Service Reporting & Metrics Customers may request additional metrics and reporting schedules by contacting their CRM representative. The following metrics will be tracked and reported on for User Services: Metric Target Availability of login services 99.9% Web-based authentication response < 5 seconds Review and Revision TimelineContinuity‌

Extended. After Hours: any time or day not within standard business hours Initial Response Times: CRITICAL support or service requests will be responded to within the following times. Calls to 933-3333 after hour calls will be answered by the WashU IT Systems Operations Center (SOC). The SOC will either resolve the issue or page on call staff to resolve the issue. On call staff will respond to the after hour pager on average* within 30 minutes Email to xxxxxx@xxxxx.xxx with CRITICAL in the subject line will be responded to on average* within 30 minutes Web Requests made via the ServiceNow “report an issue” form and include CRITICAL in the “short description” field will be responded to on average* within 30 minutes *averages are calculated on a monthly basis Support Request Resolution Targets Targets‌ WashU IT has established the following general support escalation procedures and resolution targets to meet customer support request needs. Note that service request fulfillment is addressed in a latter section titled “Service Fulfillment Targets”. This section is only addressing support escalation and resolution. Support Escalation & Resolution Procedures – all support requests will be escalated from the initial general support team to a specialized support team based on the priority of the support request or if the general support team cannot resolve the issue within 20 minutes. Once the request is escalated to a specialized support team, the customer will be notified and the specialized support team may contact the customer for further information and testing. Once the specialized support team resolves the request, the general support team will review the resolution to ensure quality control. Once the general support team confirms the resolution has met the customer’s needs, the request will be closed. Communication with the customer will be via email. If the customer does not reply within 3 business days, the ticket will be automatically closed. Prioritization – all support requests will be given a medium priority unless the customer indicates an impact or urgency that requires a higher prioritization. Impact is defined as the affect to which a technology service or system is inhibiting the customer’s ability to conduct University business. Urgency is defined as the timeframe in which the customer needs the technology issues resolved or a workaround put in place. WashU IT uses the following priority scale for systems and services not performing normally. Priority Description Response Target Resolution Target Critical Global Issues Business critical issues – impacting ability to perform mission Issues affecting multiple users unable to be productive 15 minutes 4 hours High Issues affecting individual or multiple users with no workaround available 1 hour 1 Business Day Medium Default priority assigned to all tickets. Issues affecting multiple users with workaround available 1 Business Day 3 Business Days Low Issues affecting individual users with workaround available 2 Business Days 5 Business Days Service Request Fulfillment Targets Targets‌ WashU IT Service Owners work with customers to establish service fulfillment targets for each service request that comprise the Service Features listed in this document. The following table lists the service fulfillment target for each service request: Note: There is a freeze on all enhancement work during Fiscal Year end beginning mid-June thru the 2nd week of July. Service Request Fulfillment Target Identity ID Enablements Response 2 business days Fulfillment: Requests will be taken to AIS Updates committee for prioritization/authorization of work. This committee meets the second Tuesday of each month. Once prioritized/authorization of the work has occurred, within 3 business days WUIT will follow up with the requestor in order to schedule the necessary work. Data Requests All requests must come from a manager within the department. Response 2 business days after receipt of the request. Fulfillment Data requests with a large scope will be escalated to the AIS Updates committee for prioritization/authorization prior to any work being done. The AIS Committee will be made aware of all requests for informational purposes. If approved by either the AIS Updates Committee or WUIT Management in charge of the Finance and Access Management - Shibboleth Integration Procurement Systems support team for smaller scope requests, the data will be provided within 5 business days from request receipt of approval. The AIS Updates Committee meets monthly on the 2nd Tuesday. Security of the requestor will be reviewed to ensure that they have the appropriate access to receive the requested data. All requests will additionally be forwarded along to the Business Intelligence Data Warehouse group for basic integration assessment of availability of the data within the Data Warehouse. MarketPlace Vendor Enablements 1 vendor enablement will be fulfilled at a time (This could include both CXML Purchase orders and CXML Invoicing) CXML Purchase Order Response 2 Business Days Fulfillment Work will be scheduled after coordination between WUIT, SciQuest, Vendor and Procurement. CXML Invoicing Response 2 Business Days Fulfillment Work will be scheduled after coordination between WUIT, SciQuest, Vendor, Procurement and Accounts Payable. Punch-Out Catalog Enablement Response 2 Business Days Fulfillment Work will be scheduled after coordination between WUIT, SciQuest, Vendor, and Procurement. Enhancement/Integration requests Will be responded to within 2 business days to schedule a follow up meeting to gather requirements. All requests must be presented to the AIS Updates Committee for prioritization or referral to the AIS Domain Governance Committee depending on the scope of the request. Service Availability Authentication services are available 7x24. Availability‌ Monday - Friday 7:00 am - 9:00 pm Saturday 9:00 am - 5:00 pm Service Reliability, Performance & Continuity Continuity‌ Service Reliability and Performance IAM services are regionally hosted in multiple data centers The Finance and in a Highly Available configurationProcurement Systems service has an expected uptime percentage of 100% during all times noted above under the Service Availability section. Responsiveness of Web-based authentication is expected The service will handle up to be less than 5 seconds. Integrated application response to the authentication request is the responsibility of the Application support team. Server patching may be conducted monthly and brief disruptions of 5 minutes or less can be expected while services redirect to alternate data center3000 concurrent. Service Continuity WashU ITs is Washington University IT will be responsible for maintaining service continuity. The customer is responsibility for developing providing a highly available environment to host the Finance and maintaining Procurement Systems Service that will fail over to a business continuity plan for addressing unplanned service outages. Change Management and Service Reviews WashU IT has established a change management and service review process to ensure changes and enhancements of services and systems are done in a controlled manner to prevent unintended consequences and to confirm that changes and updates are implemented according to an approved framework. Change Management The complete change management process is documented secondary data center in the WashU IT Change Management Chartercase of loss of service from the primary data center and will be fully functional with some exceptions noted below within 10 minutes. This loss of service could be caused by many different events such as power outage, but fire, flood, tornado, and etc. In the following highlights from this charter are worth noting. Changes and updates to systems and services fall into one case of three general categories: Standard – changes and updates that are considered routine, well documented and of low risk an unplanned outage to the University. Normal – changes and updates that require scheduled review and approval by service, Washington University IT will maintain customer contacts initially within the Change Advisory Board (CAB) to ensure mitigation of risk to the University. Emergency – changes and updates that cannot wait until the next scheduled CAB meeting for approval and must be reviewed by the CAB to address a CRITICAL incident or upgrade. All non-standard changes will be communicated to customer according to established customer communication channels. All customer requests for a non-standard change or upgrade to a WashU IT supported service or system must follow the WashU IT change management process. General Maintenance Windows Non-standard changes approved by the CAB will occur during the following maintenance windows: M – Sat: 6pm – 6am Sunday: Anytime first 30 minutes of the Day Regularly Scheduled Maintenance for IAM Server patching will occur the 2nd Tuesday of each month from 6 – 10 pm outage, and will result in services being unavailable for up to 5 minutes. Roles and Responsibilities The following roles and responsibilities between WashU IT and the customer are called out to highlight the important partnership that must exist between WashU IT as the service provider and WashU departments as the consumers of existing services and systems. Both parties play an important role in ensuring the overall health of services. WashU IT Responsibilities  Provide qualified support personnel to support WashU IT services and systems.  Document specific features and warranties of each service provided by WashU IT  Produce metrics that demonstrate each service is healthy.  Provide customers with appropriate communication and governance channels to effect change to WashU IT services and systems in a way that furthers the University’s mission without posing significant risks. Customers Responsibilities  Provide an ongoing point of contact within their department with which WashU IT can interface to ensure support and service requests are addressed in a timely manner.  Make support and service requests as outlined in this document.  Use WashU IT established communication and governance channels to request changes to existing services and systems. Service Reporting & Metrics Customers may request additional metrics and reporting schedules by contacting their CRM representativehourly updates after that. The following metrics Finance and Procurement Systems Services are currently not considered highly available and further planning and project work will need to be tracked completed in order to obtain a 100% highly available environment if deemed a priority: • Batch Processing – This is currently at a level in which up to a day may be needed in order to recover, and reported on therefore, overnight processing may be delayed or skipped for User Services: Metric Target Availability of login services 99.9% Web-based authentication response < 5 seconds Review and Revision Timelineone evening. This would affect the ability to run certain processes that execute periodically during the day as well.

Extended. After Hours: any time or day not within standard business hours Initial Response Times: CRITICAL support or service requests will be responded to within the following times. Calls to 933-3333 after hour calls will be answered by the WashU IT Systems Operations Center (SOC). The SOC will either resolve the issue or page on call staff to resolve the issue. On call staff will respond to the after hour pager on average* within 30 minutes Email to xxxxxx@xxxxx.xxx with CRITICAL in the subject line will be responded to on average* within 30 minutes Web Requests made via the ServiceNow “report an issue” form and include CRITICAL in the “short description” field will be responded to on average* within 30 minutes *averages are calculated on a monthly basis Support Request Resolution Targets Targets‌ WashU IT has established the following general support escalation procedures and resolution targets to meet customer support request needs. Note that service request fulfillment is addressed in a latter section titled “Service Fulfillment Targets”. This section is only addressing support escalation and resolution. Support Escalation & Resolution Procedures – all support requests will be escalated from the initial general support team to a specialized support team based on the priority of the support request or if the general support team cannot resolve the issue within 20 minutes. Once the request is escalated to a specialized support team, the customer will be notified and the specialized support team may contact the customer for further information and testing. Once the specialized support team resolves the request, the general support team will review the resolution to ensure quality control. Once the general support team confirms the resolution has met the customer’s needs, the request will be closed. Communication with the customer will be via email. If the customer does not reply within 3 business days, the ticket will be automatically closed. Prioritization – all support requests will be given a medium priority unless the customer indicates an impact or urgency that requires a higher prioritization. Impact is defined as the affect to which a technology service or system is inhibiting the customer’s ability to conduct University business. Urgency is defined as the timeframe in which the customer needs the technology issues resolved or a workaround put in place. WashU IT uses the following priority scale for systems and services not performing normally. Priority Description Response Target Resolution Target Critical Global Issues Business critical issues – impacting ability to perform mission Issues affecting multiple users unable to be productive 15 minutes 4 hours High Issues affecting individual or multiple users with no workaround available 1 hour 1 Business Day Medium Default priority assigned to all tickets. Issues affecting multiple users with workaround available 1 Business Day 3 Business Days Low Issues affecting individual users with workaround available 2 Business Days 5 Business Days Service Request Fulfillment Targets Targets‌ WashU IT Service Owners work with customers to establish service fulfillment targets for each service request that comprise the Service Features listed in this document. The following table lists the service fulfillment target for each service request: Service Request Fulfillment Target Identity A/V Consulting and Access Management Advising - Shibboleth Integration assistance in designing and utilizing A/V in University spaces. Will setup meeting with requestor within 5 business days to gather requirements. Cable TV - allows for original and live programming to be injected onto special events channels via cable television purchased from request receipt Campus Televideo (via Direct TV). Request will be responded to within 3 business days. Classroom Technology and Support - setup and support of classroom A/V and media services equipment for basic integration rooms that are not a part of the University’s pooled classroom support model. Will setup meeting with requestor within 5 business days to gather requirements. Digital Signage - display content of interest to students, faculty, staff and visitors in public areas around campus. Will setup meeting with requestor within 5 business days to gather requirements. Event Capture / Web Streaming - allows event capture / live web streaming and video editing services. Will setup meeting with requestor within 5 business days to gather requirements. Lecture Capture - allows for recording, storing, editing and publishing course lectures. Will setup meeting with requestor within 5 business days to gather requirements. Web Conferencing - allows participants to remotely connect with each other to share audio, video and content (presentations, word documents, spreadsheets). Will setup meeting with requestor within 5 business days to gather requirements. Service Availability Authentication services Availability‌ Will be defined by Media Services as requests are available 7x24fulfilled for each customer based on their requirements. Service Reliability, Performance & Continuity Continuity‌ Service Reliability and Performance IAM services Will be defined by Media Services as requests are regionally hosted in multiple data centers and in a Highly Available configuration. Responsiveness of Web-fulfilled for each customer based authentication is expected to be less than 5 seconds. Integrated application response to the authentication request is the responsibility of the Application support team. Server patching may be conducted monthly and brief disruptions of 5 minutes or less can be expected while services redirect to alternate data centeron their requirements. Service Continuity WashU ITs is responsible for maintaining service continuity. The customer is responsibility for developing and maintaining a business continuity plan for addressing unplanned service outages. Change Management and Service Reviews Reviews‌ WashU IT has established a change management and service review process to ensure changes and enhancements of services and systems are done in a controlled manner to prevent unintended consequences and to confirm that changes and updates are implemented according to an approved framework. Change Management The complete change management process is documented in the WashU IT Change Management Charter, but the following highlights from this charter are worth noting. Changes and updates to systems and services fall into one of three general categories: Standard – changes and updates that are considered routine, well documented and of low risk to the University. Normal – changes and updates that require scheduled review and approval by the Change Advisory Board (CAB) to ensure mitigation of risk to the University. Emergency – changes and updates that cannot wait until the next scheduled CAB meeting for approval and must be reviewed by the CAB to address a CRITICAL incident or upgrade. All non-standard changes will be communicated to customer according to established customer communication channels. All customer requests for a non-standard change or upgrade to a WashU IT supported service or system must follow the WashU IT change management process. General Maintenance Windows Non-standard changes approved by the CAB will occur during the following maintenance windows: M – Sat: 6pm – 6am Sunday: Anytime of the Day Regularly Scheduled Maintenance for IAM Server patching will occur the 2nd Tuesday of each month from 6 – 10 pm and will result in services being unavailable for up to 5 minutes. Roles and Responsibilities Responsibilities‌ The following roles and responsibilities between WashU IT and the customer are called out to highlight the important partnership that must exist between WashU IT as the service provider and WashU departments as the consumers of existing services and systems. Both parties play an important role in ensuring the overall health of services. WashU IT Responsibilities  • Provide qualified support personnel to support WashU IT services and systems.  • Document specific features and warranties of each service provided by WashU IT  • Produce metrics that demonstrate each service is healthy.  • Provide customers with appropriate communication and governance channels to effect change to WashU IT services and systems in a way that furthers the University’s mission without posing significant risks. Customers Responsibilities  • Provide an ongoing point of contact within their department with which WashU IT can interface to ensure support and service requests are addressed in a timely manner.  • Make support and service requests as outlined in this document.  • Use WashU IT established communication and governance channels to request changes to existing services and systems. Service Reporting & Metrics Metrics‌ WashU IT will provide the customer with a quarterly report that documents key support and service metrics. Customers may request additional metrics and reporting schedules by contacting their CRM representative. The following metrics will be tracked and reported on for User Services: Metric Target Availability of login services 99.9% Web-based authentication response < 5 seconds Review and Revision TimelineTimeline‌

Extended. After Hours: any time or day not within standard business hours Initial Response Times: CRITICAL support or service requests will be responded to within the following times. Calls to 933-3333 after hour calls will be answered by the WashU IT Systems Operations Center (SOC). The SOC will either resolve the issue or page on call staff to resolve the issue. On call staff will respond to the after hour pager on average* within 30 minutes Email to xxxxxx@xxxxx.xxx with CRITICAL in the subject line will be responded to on average* within 30 minutes Web Requests made via the ServiceNow “report an issue” form and include CRITICAL in the “short description” field will be responded to on average* within 30 minutes *averages are calculated on a monthly basis Support Request Resolution Targets WashU IT has established the following general support escalation procedures and resolution targets to meet customer support request needs. Note that service request fulfillment is addressed in a latter section titled “Service Fulfillment Targets”. This section is only addressing support escalation and resolution. Support Escalation & Resolution Procedures – all support requests will be escalated from the initial general support team to a specialized support team based on the priority of the support request or if the general support team cannot resolve the issue within 20 minutes. Once the request is escalated to a specialized support team, the customer will be notified and the specialized support team may contact the customer for further information and testing. Once the specialized support team resolves the request, the general support team will review the resolution to ensure quality control. Once the general support team confirms the resolution has met the customer’s needs, the request will be closed. Communication with the customer will be via email. If the customer does not reply within 3 business days, the ticket will be automatically closed. Prioritization – all support requests will be given a medium priority unless the customer indicates an impact or urgency that requires a higher prioritization. Impact is defined as the affect to which a technology service or system is inhibiting the customer’s ability to conduct University business. Urgency is defined as the timeframe in which the customer needs the technology issues resolved or a workaround put in place. WashU IT uses the following priority scale for systems and services not performing normally. Priority Description Response Target Resolution Target Critical Global Issues Business critical issues – impacting ability to perform mission Issues affecting multiple users unable to be productive 15 minutes 4 hours High Issues affecting individual or multiple users with no workaround available 1 hour 1 Business Day Medium Default priority assigned to all tickets. Issues affecting multiple users with workaround available 1 Business Day 3 Business Days Low Issues affecting individual users with workaround available 2 Business Days 5 Business Days Service Request Fulfillment Targets WashU IT Service Owners work with customers to establish service fulfillment targets for each service request that comprise the Service Features listed in this document. The following table lists the service fulfillment target for each service request: Basic SharePoint ECM site Service Request Fulfillment Target Identity Permission request 1-2 Business days (Provided proper approval by Site Owner) Create KL Search 2-3 Weeks depending on complexity Modify/Update KL Search 1 Week depending on complexity Create new content type 1 Week Update current content type 3 Business Days SharePoint ECM site with KnowledgeLake Capture and/or Connect Service Request Fulfillment Target Install and Access Management - Shibboleth Integration 5 business configure Capture/Connect software 2-3 Business days from request receipt for basic Add autopopulation of fields 2-3 Weeks depending on complexity LOB integration 4 weeks depending on complexity SharePoint ECM site with KnowledgeLake Capture, Capture Server and/or Connect Service Request Fulfillment Target Add Capture Server Process 2-3 Weeks depending on complexity Modify Capture Server Process 2 Weeks depending on complexity Service Availability Authentication The Digital Assets Management/Document Imaging services availability are available 7x24. Service Reliability, Performance & Continuity Service Reliability and Performance IAM services are regionally hosted in multiple data centers and in a Highly Available configuration. Responsiveness of Web-based authentication is expected to be less than 5 seconds. Integrated application response to the authentication request is the responsibility of the Application support team. Server patching may be conducted monthly and brief disruptions of 5 minutes or less can be expected while services redirect to alternate data center. Service Continuity WashU ITs is responsible for maintaining service continuity. The customer is responsibility for developing and maintaining a defined as 99.8% uptime during normal business continuity plan for addressing unplanned service outageshours. Change Management and Service Reviews WashU IT has established a change management and service review process to ensure changes and enhancements of services and systems are done in a controlled manner to prevent unintended consequences and to confirm that changes and updates are implemented according to an approved framework. Change Management The complete change management process is documented in the WashU IT Change Management Charter, but the following highlights from this charter are worth noting. Changes and updates to systems and services fall into one of three general categories: Standard – changes and updates that are considered routine, well documented and of low risk to the University. Normal – changes and updates that require scheduled review and approval by the Change Advisory Board (CAB) to ensure mitigation of risk to the University. Emergency – changes and updates that cannot wait until the next scheduled CAB meeting for approval and must be reviewed by the CAB to address a CRITICAL incident or upgrade. All non-standard changes will be communicated to customer according to established customer communication channels. All customer requests for a non-standard change or upgrade to a WashU IT supported service or system must follow the WashU IT change management process. General Maintenance Windows Non-standard changes approved by the CAB will occur during the following maintenance windows: M – Sat: 6pm – 6am Sunday: Anytime of the Day Regularly Scheduled Maintenance for IAM Server patching will occur the 2nd Tuesday of each month from 6 – 10 pm and will result in services being unavailable for up to 5 minutes. Roles and Responsibilities The following roles and responsibilities between WashU IT and the customer are called out to highlight the important partnership that must exist between WashU IT as the service provider and WashU departments as the consumers of existing services and systems. Both parties play an important role in ensuring the overall health of services. WashU IT Responsibilities  Provide qualified support personnel to support WashU IT services and systems.  Document specific features and warranties of each service provided by WashU IT  Produce metrics that demonstrate the health of each service is healthyservice.  Provide customers with appropriate communication and governance channels to effect change to WashU IT services and systems in a way that furthers the University’s mission without posing significant risks. Customers Responsibilities  Provide an ongoing point of contact within their department with which WashU IT can interface to ensure support and service requests are addressed in a timely manner.  Make support and service requests as outlined in this document.  Use WashU IT established communication and governance channels to request changes to existing services and systems. Service Reporting & Metrics WashU IT will provide the customer with a quarterly report that documents key support and service metrics. Customers may request additional metrics and reporting schedules by contacting their CRM representative. The following metrics will be tracked and reported on for User Services: Metric Target Availability of login services 99.9% Web-based authentication response < 5 seconds Review and Revision Timeline

Extended. After Hours: any time or day not within standard business hours Initial Response Times: CRITICAL support or service requests will be responded to within the following times. Calls to 933-3333 after hour calls will be answered by the WashU IT Systems Operations Center (SOC). The SOC will either resolve the issue or page on call staff to resolve the issue. On call staff will respond to the after hour pager on average* within 30 minutes Email to xxxxxx@xxxxx.xxx with CRITICAL in the subject line will be responded to on average* within 30 minutes Web Requests made via the ServiceNow “report an issue” form and include CRITICAL in the “short description” field will be responded to on average* within 30 minutes *averages are calculated on a monthly basis Support Request Resolution Targets Targets‌ WashU IT has established the following general support escalation procedures and resolution targets to meet customer support request needs. Note that service request fulfillment is addressed in a latter section titled “Service Fulfillment Targets”. This section is only addressing support escalation and resolution. Support Escalation & Resolution Procedures – all support requests will be escalated from the initial general support team to a specialized support team based on the priority of the support request or if the general support team cannot resolve the issue within 20 minutes. Once the request is escalated to a specialized support team, the customer will be notified and the specialized support team may contact the customer for further information and testing. Once the specialized support team resolves the request, the general support team will review the resolution to ensure quality control. Once the general support team confirms the resolution has met the customer’s needs, the request will be closed. Communication with the customer will be via email. If the customer does not reply within 3 business days, the ticket will be automatically closed. Prioritization – all support requests will be given a medium priority unless the customer indicates an impact or urgency that requires a higher prioritization. Impact is defined as the affect to which a technology service or system is inhibiting the customer’s ability to conduct University business. Urgency is defined as the timeframe in which the customer needs the technology issues resolved or a workaround put in place. WashU IT uses the following priority scale for systems and services not performing normally. Priority Description Response Target Resolution Target Critical Global Issues Business critical issues – impacting ability to perform mission Issues affecting multiple users unable to be productive 15 minutes 4 hours High Issues affecting individual or multiple users with no workaround available 1 hour 1 Business Day Medium Default priority assigned to all tickets. Issues affecting multiple users with workaround available 1 Business Day 3 Business Days Low Issues affecting individual users with workaround available 2 Business Days 5 Business Days Service Request Fulfillment Targets Targets‌ WashU IT Service Owners work with customers to establish service fulfillment targets for each service request that comprise the Service Features listed in this document. The following table lists the service fulfillment target A variety of software is available for ordering. Fulfillment targets for each service requestsoftware application depends upon the ordering process established with each vendor. Please visit the software licensing website at the following URL for details regarding each product: Service Request Fulfillment Target Identity and Access Management - Shibboleth Integration 5 business days xxxx://xx.xxxxx.xxx/catalog . Note – please use VPN to access the Software Licensing website from request receipt for basic integration Service Availability Authentication services are available 7x24. Service Reliability, Performance & Continuity Service Reliability and Performance IAM services are regionally hosted in multiple data centers and in a Highly Available configuration. Responsiveness of Web-based authentication is expected to be less than 5 seconds. Integrated application response to the authentication request is the responsibility of the Application support team. Server patching may be conducted monthly and brief disruptions of 5 minutes or less can be expected while services redirect to alternate data center. Service Continuity WashU ITs is responsible for maintaining service continuity. The customer is responsibility for developing and maintaining a business continuity plan for addressing unplanned service outagesoff campus. Change Management and Service Reviews Reviews‌ WashU IT has established a change management and service review process to ensure changes and enhancements of services and systems are done in a controlled manner to prevent unintended consequences and to confirm that changes and updates are implemented according to an approved framework. Change Management The complete change management process is documented in the WashU IT Change Management Charter, but the following highlights from this charter are worth noting. Changes and updates to systems and services fall into one of three general categories: Standard – changes and updates that are considered routine, well documented and of low risk to the University. Normal – changes and updates that require scheduled review and approval by the Change Advisory Board (CAB) to ensure mitigation of risk to the University. Emergency – changes and updates that cannot wait until the next scheduled CAB meeting for approval and must be reviewed by the CAB to address a CRITICAL incident or upgrade. All non-standard changes will be communicated to customer according to established customer communication channels. All customer requests for a non-standard change or upgrade to a WashU IT supported service or system must follow the WashU IT change management process. General Maintenance Windows Non-standard changes approved by the CAB will occur during the following maintenance windows: M – Sat: 6pm – 6am Sunday: Anytime of the Day Regularly Scheduled Maintenance for IAM Server patching will occur the 2nd Tuesday of each month from 6 – 10 pm and will result in services being unavailable for up to 5 minutes. Roles and Responsibilities Responsibilities‌ The following roles and responsibilities between WashU IT and the customer are called out to highlight the important partnership that must exist between WashU IT as the service provider and WashU departments as the consumers of existing services and systems. Both parties play an important role in ensuring the overall health of services. WashU IT Responsibilities  • Provide qualified support personnel to support WashU IT services and systems.  • Document specific features and warranties of each service provided by WashU IT  • Produce metrics that demonstrate each service is healthy.  • Provide customers with appropriate communication and governance channels to effect change to WashU IT services and systems in a way that furthers the University’s mission without posing significant risks. Customers Responsibilities  • Provide an ongoing point of contact within their department with which WashU IT can interface to ensure support and service requests are addressed in a timely manner.  • Make support and service requests as outlined in this document.  • Use WashU IT established communication and governance channels to request changes to existing services and systems. Service Reporting & Metrics Metrics‌ WashU IT will provide the customer with a quarterly report that documents key support and service metrics. Customers may request additional metrics and reporting schedules by contacting their CRM representative. The following metrics will be tracked and reported on for User Services: Metric Target Availability of login services 99.9% Web-based authentication response < 5 seconds Review and Revision TimelineTimeline‌

Extended. After Hours: any time or day not within standard business hours Initial Response Times: CRITICAL support or service requests will be responded to within the following times. Calls to 933-3333 after hour calls will be answered by the WashU IT Systems Operations Center (SOC). The SOC will either resolve the issue or page on call staff to resolve the issue. On call staff will respond to the after hour pager on average* within 30 minutes Email to xxxxxx@xxxxx.xxx with CRITICAL in the subject line will be responded to on average* within 30 minutes Web Requests made via the ServiceNow “report an issue” form and include CRITICAL in the “short description” field will be responded to on average* within 30 minutes *averages are calculated on a monthly basis Support Request Resolution Targets WashU IT has established the following general support escalation procedures and resolution targets to meet customer support request needs. Note that service request fulfillment is addressed in a latter section titled “Service Fulfillment Targets”. This section is only addressing support escalation and resolution. Support Escalation & Resolution Procedures – all support requests will be escalated from the initial general support team to a specialized support team based on the priority of the support request or if the general support team cannot resolve the issue within 20 minutes. Once the request is escalated to a specialized support team, the customer will be notified and the specialized support team may contact the customer for further information and testing. Once the specialized support team resolves the request, the general support team will review the resolution to ensure quality control. Once the general support team confirms the resolution has met the customer’s needs, the request will be closed. Communication with the customer will be via email. If the customer does not reply within 3 business days, the ticket will be automatically closed. Prioritization – all support requests will be given a medium priority unless the customer indicates an impact or urgency that requires a higher prioritization. Impact is defined as the affect to which a technology service or system is inhibiting the customer’s ability to conduct University business. Urgency is defined as the timeframe in which the customer needs the technology issues resolved or a workaround put in place. WashU IT uses the following priority scale for systems and services not performing normally. Priority Description Response Target Resolution Target Critical Global Issues Business critical issues – impacting ability to perform mission Issues affecting multiple users unable to be productive 15 minutes 4 hours High Issues affecting individual or multiple users with no workaround available 1 hour 1 Business Day Medium Default priority assigned to all tickets. Issues affecting multiple users with workaround available 1 Business Day 3 Business Days Low Issues affecting individual users with workaround available 2 Business Days 5 Business Days Service Request Fulfillment Targets WashU IT Service Owners work with customers to establish service fulfillment targets for each service request that comprise the Service Features listed in this document. The following table lists the service fulfillment target for each service request: Service Request Fulfillment Target Identity and Access Management - Shibboleth Integration 5 New Building Block/LTI Will be responded to within 2 business days from request receipt for basic integration to schedule a follow up meeting to gather requirements. Requests are reviewed, approved and prioritized by one of the service feature governance committees depending on the scope of the request. New Blackboard Organization Will be responded to within 2 business days to schedule a follow up meeting to gather requirements. Requests are reviewed, approved and prioritized by one of the service feature governance committees depending on the scope of the request. New Blackboard Guest Will be fulfilled within 2 business days. Service Availability Authentication services are available 7x24. Available 24 hours a day, 7 days a week, with the following exceptions: Friday 3:00 am - 5:00 am Service Reliability, Performance & Continuity Service Reliability and Performance IAM services are regionally hosted in multiple data centers and in a Highly Available configurationThe Blackboard service has an expected uptime percentage of 100% during all times except those noted above under the Service Availability section. Responsiveness of Web-based authentication is expected The service will handle up to be less than 5 seconds. Integrated application response to the authentication request is the responsibility of the Application support team. Server patching may be conducted monthly and brief disruptions of 5 minutes or less can be expected while services redirect to alternate data center10,000 concurrent users. Service Continuity WashU ITs Washington University is not responsible for maintaining service continuity. The customer is responsibility providing work space for developing and maintaining customers in a business continuity plan for addressing unplanned service outagescase where an event has affected the customer’s ability to access the Blackboard Service. Change Management and Service Reviews WashU IT has established a change management and service review process to ensure changes and enhancements of services and systems are done in a controlled manner to prevent unintended consequences and to confirm that changes and updates are implemented according to an approved framework. Change Management The complete change management process is documented in the WashU IT Change Management Charter, but the following highlights from this charter are worth noting. Changes and updates to systems and services fall into one of three general categories: Standard – changes and updates that are considered routine, well documented and of low risk to the University. Normal – changes and updates that require scheduled review and approval by the Change Advisory Board (CAB) to ensure mitigation of risk to the University. Emergency – changes and updates that cannot wait until the next scheduled CAB meeting for approval and must be reviewed by the CAB to address a CRITICAL incident or upgrade. All non-standard changes will be communicated to customer according to established customer communication channels. All customer requests for a non-standard change or upgrade to a WashU IT supported service or system must follow the WashU IT change management process. General Maintenance Windows Non-standard changes approved by the CAB will occur during the following maintenance windows: M – Sat: 6pm – 6am Sunday: Anytime of the Day Regularly Scheduled Maintenance for IAM Blackboard  Server patching will occur the 2nd Tuesday of each month from 6 – 10 between 9 pm and 11 pm and will result in services applications being unavailable for up to 5 minutesvarying periods of time during this window. Roles and Responsibilities The following roles and responsibilities between WashU IT and the customer are called out to highlight the important partnership that must exist between WashU IT as the service provider and WashU departments as the consumers of existing services and systems. Both parties play an important role in ensuring the overall health of services. WashU IT Responsibilities  Provide qualified support personnel to support WashU IT services and systems.  Document specific features and warranties of each service provided by WashU IT  Produce metrics that demonstrate the health of each service is healthyservice.  Provide customers with appropriate communication and governance channels to effect change to WashU IT services and systems in a way that furthers the University’s mission without posing significant risks. Customers Responsibilities  Provide an ongoing point of contact within their department with which WashU IT can interface to ensure support and service requests are addressed in a timely manner.  Make support and service requests as outlined in this document.  Use WashU IT established communication and governance channels to request changes to existing services and systems. Service Reporting & Metrics WashU IT will provide the customer with a quarterly report that documents key support and service metrics. Customers may request additional metrics and reporting schedules by contacting their CRM representative. The following metrics will be tracked and reported on for User Services: Metric Target Availability of login services 99.9% Web-based authentication response < 5 seconds Review and Revision Timeline

Extended. After Hours: any time or day not within standard business hours Initial Response Times: CRITICAL support or service requests will be responded to within the following times. Calls to 933-3333 after hour calls will be answered by the WashU IT Systems Operations Center (SOC). The SOC will either resolve the issue or page on call staff to resolve the issue. On call staff will respond to the after hour pager on average* within 30 minutes Email to xxxxxx@xxxxx.xxx with CRITICAL in the subject line will be responded to on average* within 30 minutes Web Requests made via the ServiceNow “report an issue” form and include CRITICAL in the “short description” field will be responded to on average* within 30 minutes *averages are calculated on a monthly basis Support Request Resolution Targets WashU IT has established the following general support escalation procedures and resolution targets to meet customer support request needs. Note that service request fulfillment is addressed in a latter section titled “Service Fulfillment Targets”. This section is only addressing support escalation and resolution. Support Escalation & Resolution Procedures – all support requests will be escalated from the initial general support team to a specialized support team based on the priority of the support request or if the general support team cannot resolve the issue within 20 minutes. Once the request is escalated to a specialized support team, the customer will be notified and the specialized support team may contact the customer for further information and testing. Once the specialized support team resolves the request, the general support team will review the resolution to ensure quality control. Once the general support team confirms the resolution has met the customer’s needs, the request will be closed. Communication with the customer will be via email. If the customer does not reply within 3 business days, the ticket will be automatically closed. Prioritization – all support requests will be given a medium priority unless the customer indicates an impact or urgency that requires a higher prioritization. Impact is defined as the affect to which a technology service or system is inhibiting the customer’s ability to conduct University business. Urgency is defined as the timeframe in which the customer needs the technology issues resolved or a workaround put in place. WashU IT uses the following priority scale for systems and services not performing normally. Priority Description Response Target Resolution Target Critical Global Issues Business critical issues – impacting ability to perform mission Issues affecting multiple users unable to be productive 15 minutes 4 hours High Issues affecting individual or multiple users with no workaround available 1 hour 1 Business Day Medium Default priority assigned to all tickets. Issues affecting multiple users with workaround available 1 Business Day 3 Business Days Low Issues affecting individual users with workaround available 2 Business Days 5 Business Days Service Request Fulfillment Targets WashU IT Service Owners work with customers to establish service fulfillment targets for each service request that comprise Requesting Application Development/Integration Services Departmental Application Development and Support offerings include the Service Features listed in this documentdevelopment of applications (Custom Applications and 3rd Party Application Integrations), consulting services and ongoing support. The following table lists the service fulfillment target timeframe in which we will respond to customer’s requests for each service requestnew departmental application development or enhancement of existing systems: Feature Request IT Availability for Initial Meeting Custom Applications Initial Request Within 2 weeks 3rd Party Integrations Initial Request Within 2 weeks 3rd Party Consulting Services Initial Request Within 2 weeks Custom Applications Enhancement/Reports Complete a new Project Scope to kick off the next development cycle 3rd Party Integrations Enhancement Complete a new Project Scope to kick off the next development cycle Custom Application and 3rd party application - Ongoing Support Service Request Fulfillment Target Identity and Access Management - Shibboleth Integration 5 business days from request receipt for basic integration Service Availability Authentication services are available 7x24. Service ReliabilityAvailability, Performance & Continuity Service Reliability and Performance IAM services After requirements are regionally hosted in multiple data centers defined and in a Highly Available configurationapproved for Custom Applications or 3rd Party Integrations, definitions of service availability, reliability, and performance will be defined and agreed to with the customer to ensure ongoing support meets customer needs. Responsiveness of Web-based authentication is expected Do we need to be less than 5 seconds. Integrated application response to the authentication request is the responsibility of the Application support team. Server patching may be conducted monthly and brief disruptions of 5 minutes or less can be expected while services redirect to alternate data center. spell this out? Service Continuity WashU ITs IT's Responsibility – Custom Applications: Wash U IT is responsible for maintaining service continuity. The customer is responsibility for developing and maintaining a business continuity plan for addressing during unplanned service outages. Change Management and Service Reviews WashU IT has established a change management and service review process to ensure changes and enhancements of services and systems are done All Custom Applications reside in a controlled manner to prevent unintended consequences and to confirm that changes and updates are implemented according to an approved framework. Change Management The complete change management process is documented in the WashU IT Change Management Charter, but the following highlights from this charter are worth noting. Changes and updates to systems and services fall into one of three general categories: Standard – changes and updates that are considered routine, well documented and of low risk to the University. Normal – changes and updates that require scheduled review and approval by the Change Advisory Board (CAB) to ensure mitigation of risk to the University. Emergency – changes and updates that cannot wait until the next scheduled CAB meeting for approval and must be reviewed by the CAB to address a CRITICAL incident or upgrade. All non-standard changes will be communicated to customer according to established customer communication channels. All customer requests for a non-standard change or upgrade to a WashU IT supported service or system must follow the WashU IT change management process. General Maintenance Windows Non-standard changes approved by the CAB will occur during the following maintenance windows: M – Sat: 6pm – 6am Sunday: Anytime of the Day Regularly Scheduled Maintenance for IAM Server patching will occur the 2nd Tuesday of each month from 6 – 10 pm and will result in services being unavailable for up to 5 minutes. Roles and Responsibilities The following roles and responsibilities between WashU IT and the customer are called out to highlight the important partnership that must exist between WashU IT as the service provider and WashU departments as the consumers of existing services and systems. Both parties play an important role in ensuring the overall health of services. WashU IT Responsibilities  Provide qualified support personnel to support WashU IT services and systems.  Document specific features and warranties of each service provided by WashU IT  Produce metrics that demonstrate each service is healthy.  Provide customers with appropriate communication and governance channels to effect change to WashU IT services and systems in a way that furthers the University’s mission without posing significant risks. Customers Responsibilities  Provide an ongoing point of contact within their department with which WashU IT can interface to ensure support and service requests are addressed in a timely manner.  Make support and service requests as outlined in this document.  Use WashU IT established communication and governance channels to request changes to existing services and systems. Service Reporting & Metrics Customers may request additional metrics and reporting schedules by contacting their CRM representative. The following metrics will be tracked and reported on for User Services: Metric Target Availability of login services 99.9% Web-based authentication response < 5 seconds Review and Revision Timelineredundant data centers.

Extended. After Hours: any time or day not within standard business hours Initial Response Times: CRITICAL support or service requests will be responded to within the following times. Calls to 933-3333 after hour calls will be answered by the WashU IT Systems Operations Center (SOC). The SOC will either resolve the issue or page on call staff to resolve the issue. On call staff will respond to the after hour pager on average* within 30 minutes Email to xxxxxx@xxxxx.xxx with CRITICAL in the subject line will be responded to on average* within 30 minutes Web Requests made via the ServiceNow “report an issue” form and include CRITICAL in the “short description” field will be responded to on average* within 30 minutes *averages are calculated on a monthly basis Support Request Resolution Targets Targets‌ WashU IT has established the following general support escalation procedures and resolution targets to meet customer support request needs. Note that service request fulfillment is addressed in a latter section titled “Service Fulfillment Targets”. This section is only addressing support escalation and resolution. Support Escalation & Resolution Procedures – all support requests will be escalated from the initial general support team to a specialized support team based on the priority of the support request or if the general support team cannot resolve the issue within 20 minutes. Once the request is escalated to a specialized support team, the customer will be notified and the specialized support team may contact the customer for further information and testing. Once the specialized support team resolves the request, the general support team will review the resolution to ensure quality control. Once the general support team confirms the resolution has met the customer’s needs, the request will be closed. Communication with the customer will be via email. If the customer does not reply within 3 business days, the ticket will be automatically closed. Prioritization – all support requests will be given a medium priority unless the customer indicates an impact or urgency that requires a higher prioritization. Impact is defined as the affect to which a technology service or system is inhibiting the customer’s ability to conduct University business. Urgency is defined as the timeframe in which the customer needs the technology issues resolved or a workaround put in place. WashU IT uses the following priority scale for systems and services not performing normally. Priority Description Response Target Resolution Target Critical Global Issues Business critical issues – impacting ability to perform mission Issues affecting multiple users unable to be productive 15 minutes 4 hours High Issues affecting individual or multiple users with no workaround available 1 hour 1 Business Day Medium Default priority assigned to all tickets. Issues affecting multiple users with workaround available 1 Business Day 3 Business Days Low Issues affecting individual users with workaround available 2 Business Days 5 Business Days Service Request Fulfillment Targets Targets‌ WashU IT Service Owners work with customers to establish service fulfillment targets for each service request that comprise the Service Features listed in this document. The following table lists the service fulfillment target for each service request: Basic SharePoint ECM site Service Request Fulfillment Target Identity Permission request 1-2 Business days (Provided proper approval by Site Owner) Create KL Search 2-3 Weeks depending on complexity Modify/Update KL Search 1 Week depending on complexity Create new content type 1 Week Update current content type 3 Business Days SharePoint ECM site with KnowledgeLake Capture and/or Connect Service Request Fulfillment Target Install and Access Management - Shibboleth Integration 5 configure Capture/Connect software 2-3 Business days Add autopopulation of fields 2-3 Weeks depending on complexity LOB integration 4 weeks depending on complexity SharePoint ECM site with KnowledgeLake Capture, Capture Server and/or Connect Service Request Fulfillment Target Add Capture Server Process 2-3 Weeks depending on complexity Modify Capture Server Process 2 Weeks depending on complexity Service Availability‌ The Digital Assets Management/Document Imaging services availability are defined as 99.8% uptime during normal business days from request receipt for basic integration Service Availability Authentication services are available 7x24. Service Reliability, Performance & Continuity Service Reliability and Performance IAM services are regionally hosted in multiple data centers and in a Highly Available configuration. Responsiveness of Web-based authentication is expected to be less than 5 seconds. Integrated application response to the authentication request is the responsibility of the Application support team. Server patching may be conducted monthly and brief disruptions of 5 minutes or less can be expected while services redirect to alternate data center. Service Continuity WashU ITs is responsible for maintaining service continuity. The customer is responsibility for developing and maintaining a business continuity plan for addressing unplanned service outageshours. Change Management and Service Reviews Reviews‌ WashU IT has established a change management and service review process to ensure changes and enhancements of services and systems are done in a controlled manner to prevent unintended consequences and to confirm that changes and updates are implemented according to an approved framework. Change Management The complete change management process is documented in the WashU IT Change Management Charter, but the following highlights from this charter are worth noting. Changes and updates to systems and services fall into one of three general categories: Standard – changes and updates that are considered routine, well documented and of low risk to the University. Normal – changes and updates that require scheduled review and approval by the Change Advisory Board (CAB) to ensure mitigation of risk to the University. Emergency – changes and updates that cannot wait until the next scheduled CAB meeting for approval and must be reviewed by the CAB to address a CRITICAL incident or upgrade. All non-standard changes will be communicated to customer according to established customer communication channels. All customer requests for a non-standard change or upgrade to a WashU IT supported service or system must follow the WashU IT change management process. General Maintenance Windows Non-standard changes approved by the CAB will occur during the following maintenance windows: M – Sat: 6pm – 6am Sunday: Anytime of the Day Regularly Scheduled Maintenance for IAM Server patching will occur the 2nd Tuesday of each month from 6 – 10 pm and will result in services being unavailable for up to 5 minutes. Roles and Responsibilities Responsibilities‌ The following roles and responsibilities between WashU IT and the customer are called out to highlight the important partnership that must exist between WashU IT as the service provider and WashU departments as the consumers of existing services and systems. Both parties play an important role in ensuring the overall health of services. WashU IT Responsibilities  • Provide qualified support personnel to support WashU IT services and systems.  • Document specific features and warranties of each service provided by WashU IT  • Produce metrics that demonstrate the health of each service is healthyservice.  • Provide customers with appropriate communication and governance channels to effect change to WashU IT services and systems in a way that furthers the University’s mission without posing significant risks. Customers Responsibilities  • Provide an ongoing point of contact within their department with which WashU IT can interface to ensure support and service requests are addressed in a timely manner.  • Make support and service requests as outlined in this document.  • Use WashU IT established communication and governance channels to request changes to existing services and systems. Service Reporting & Metrics Metrics‌ WashU IT will provide the customer with a quarterly report that documents key support and service metrics. Customers may request additional metrics and reporting schedules by contacting their CRM representative. The following metrics will be tracked and reported on for User Services: Metric Target Availability of login services 99.9% Web-based authentication response < 5 seconds Review and Revision TimelineTimeline‌

Extended. After Hours: any time or day not within standard business hours Initial Response Times: CRITICAL support or service requests will be responded to within the following times. Calls to 933-3333 after hour calls will be answered by the WashU IT Systems Operations Center (SOC). The SOC will either resolve the issue or page on call staff to resolve the issue. On call staff will respond to the after hour pager on average* within 30 minutes Email to xxxxxx@xxxxx.xxx with CRITICAL in the subject line will be responded to on average* within 30 minutes Web Requests made via the ServiceNow “report an issue” form and include CRITICAL in the “short description” field will be responded to on average* within 30 minutes *averages are calculated on a monthly basis Support Request Resolution Targets WashU IT has established the following general support escalation procedures and resolution targets to meet customer support request needs. Note that service request fulfillment is addressed in a latter section titled “Service Fulfillment Targets”. This section is only addressing support escalation and resolution. Support Escalation & Resolution Procedures – all support requests will be escalated from the initial general support team to a specialized support team based on the priority of the support request or if the general support team cannot resolve the issue within 20 minutes. Once the request is escalated to a specialized support team, the customer will be notified and the specialized support team may contact the customer for further information and testing. Once the specialized support team resolves the request, the general support team will review the resolution to ensure quality control. Once the general support team confirms the resolution has met the customer’s needs, the request will be closed. Communication with the customer will be via email. If the customer does not reply within 3 business days, the ticket will be automatically closed. Prioritization – all support requests will be given a medium priority unless the customer indicates an impact or urgency that requires a higher prioritization. Impact is defined as the affect to which a technology service or system is inhibiting the customer’s ability to conduct University business. Urgency is defined as the timeframe in which the customer needs the technology issues resolved or a workaround put in place. WashU IT uses the following priority scale for systems and services not performing normally. Priority Description Response Target Resolution Target Critical Global Issues Business critical issues – impacting ability to perform mission Issues affecting multiple users unable to be productive 15 minutes 4 hours High Issues affecting individual or multiple users with no workaround available 1 hour 1 Business Day Medium Default priority assigned to all tickets. Issues affecting multiple users with workaround available 1 Business Day 3 Business Days Low Issues affecting individual users with workaround available 2 Business Days 5 Business Days Service Request Fulfillment Targets WashU IT Service Owners work with customers to establish service fulfillment targets for each service request that comprise the Service Features listed in this document. The following table lists the service fulfillment target for each service request: Service Request Fulfillment Target Identity and Access Management - Shibboleth Enhancement/Integration 5 requests Will be responded to within 2 business days from request receipt for basic integration to schedule a follow up meeting to gather requirements. Requests are reviewed, approved and prioritized by one of the service feature governance committees depending on the scope of the request. Service Availability Authentication services are available 7x24. Available 24 hours a day, 7 days a week, with the following exceptions: Monday 4:00 am - 6:00 am Monday – Friday 9:00 pm - 9:30 pm Saturday 5:00 pm - Sunday 8:00 am Service Reliability, Performance & Continuity Service Reliability and Performance IAM services are regionally hosted in multiple data centers and in a Highly Available configuration. Responsiveness of Web-based authentication is expected to be less than 5 seconds. Integrated application response to the authentication request is the responsibility of the Application support team. Server patching may be conducted monthly and brief disruptions of 5 minutes or less can be expected while services redirect to alternate data center. Service Continuity WashU ITs is responsible for maintaining service continuity. The customer is responsibility for developing and maintaining a business continuity plan for addressing unplanned service outages. Change Management and Service Reviews WashU IT has established a change management and service review process to ensure changes and enhancements of services and systems are done in a controlled manner to prevent unintended consequences and to confirm that changes and updates are implemented according to an approved framework. Change Management The complete change management process is documented in the WashU IT Change Management Charter, but the following highlights from this charter are worth noting. Changes and updates to systems and services fall into one of three general categories: Standard – changes and updates that are considered routine, well documented and of low risk to the University. Normal – changes and updates that require scheduled review and approval by the Change Advisory Board (CAB) to ensure mitigation of risk to the University. Emergency – changes and updates that cannot wait until the next scheduled CAB meeting for approval and must be reviewed by the CAB to address a CRITICAL incident or upgrade. All non-standard changes will be communicated to customer according to established customer communication channels. All customer requests for a non-standard change or upgrade to a WashU IT supported service or system must follow the WashU IT change management process. General Maintenance Windows Non-standard changes approved by the CAB will occur during the following maintenance windows: M – Sat: 6pm – 6am Sunday: Anytime of the Day Regularly Scheduled Maintenance for IAM Server patching will occur the 2nd Tuesday of each month from 6 – 10 pm and will result in services being unavailable for up to 5 minutes. Roles and Responsibilities The following roles and responsibilities between WashU IT and the customer are called out to highlight the important partnership that must exist between WashU IT as the service provider and WashU departments as the consumers of existing services and systems. Both parties play an important role in ensuring the overall health of services. WashU IT Responsibilities  Provide qualified support personnel to support WashU IT services and systems.  Document specific features and warranties of each service provided by WashU IT  Produce metrics that demonstrate each service is healthy.  Provide customers with appropriate communication and governance channels to effect change to WashU IT services and systems in a way that furthers the University’s mission without posing significant risks. Customers Responsibilities  Provide an ongoing point of contact within their department with which WashU IT can interface to ensure support and service requests are addressed in a timely manner.  Make support and service requests as outlined in this document.  Use WashU IT established communication and governance channels to request changes to existing services and systems. Service Reporting & Metrics Customers may request additional metrics and reporting schedules by contacting their CRM representative. The following metrics will be tracked and reported on for User Services: Metric Target Availability of login services 99.9% Web-based authentication response < 5 seconds Review and Revision TimelineContinuity