Common use of METRIC EXCLUSIONS Clause in Contracts

METRIC EXCLUSIONS. HOURS OF MEASUREMENT As maintained in SMM DAYS OF MEASUREMENT As maintained in SMM MINIMUM SERVICE LEVEL 90.00% EXPECTED SERVICE LEVEL 95.00% ALGORITHM The Service Level calculation for “Service Request – Data Center” is the total number of Service Requests that are resolved within the committed timeframes, divided by the total number of resolved Service Requests plus the total number of open Service Requests that have exceeded the committed timeframes, with the result expressed as a percentage. For purposes of clarity, note the following: (a) if a Service Request is opened within the current Measurement Window, but its relevant committed timeframe extends beyond the end of the current Measurement Window, then it is excluded from the current Measurement Window’s calculation (unless such Service Request is actually resolved in the current Measurement Window, in which case it is included in the current Measurement Window’s calculation) (b) an open Service Request that has exceeded the committed timeframe is also carried forward into subsequent Measurement Windows until resolved; it is counted as failed to meet the committed timeframes in each subsequent Measurement Window’s calculation until resolved. COLLECTION PROCESS Service Requests that do not require solution proposal development will be logged and tracked in the MSI ITSM System. Service Requests will be categorized and assigned to resolver teams who will work to fulfill the Service Request and progress the ticket through the service request management lifecycle. Service Request data will be uploaded to ServiceFlow on a daily basis. ServiceFlow will filter service request tickets based on appropriate measurement criteria. REPORTING TOOLS  MSI ITSM  MSI ServiceFlow RAW DATA STORAGE (ARCHIVES) Data used to calculate the SLA results for reporting will be stored in the ServiceFlow application database, which will be accessible to authorized users via inherent report drill-down functionality for a rolling 13 months. An additional 23 months of data is archived and can be made available via ServiceFlow upon request by DIR. PERFORMANCE CATEGORY Cross Functional METRIC OWNER METRIC REPORTING Monthly Quarterly Semi Annual Solution Proposal Delivery – Data Center 3-A R1.3.2D 0 SERVICE LEVEL TYPE Critical Service Level CURRENTLY MEASURED No SHARE TYPE and CORRESPONDING METRIC(S) R MSI: R1.3.2E Solution Proposal Delivery – Enterprise METRIC DESCRIPTION The Service Level for “Solution Proposal Delivery – Data Center” measures the percentage of time Service Provider delivers a viable proposal to DIR Customers within the committed timeframes, in response to a Solution Request. Requests are worked in the approved prioritization order of the DCS Customer. Following validation of requirements by the PMO team, the Service Provider shall deliver a proposal for each request within the timeframes as listed below:  Small within 11 business days  Medium within 22 business days  Large within 33 business days  Very Large within 44 business days When a proposal is delivered, it must include a committed timeframe for project implementation specified as Business Days from the time the project is assigned to the project pool to the implementation completion. This committed number of Business Days will be used in the “Solution Implementation” Service Level. Specific size criteria and guidelines shall be maintained in the SMM. METRIC INCLUSIONS and DATA SOURCES Each proposal submitted to DCS Customers will be counted as a measurable event. If there are multiple proposals for one request due to requirements changes then subsequent iterations will be counted as another event. Each will count as an event and an opportunity to succeed or fail. METRIC EXCLUSIONS Service Requests HOURS OF MEASUREMENT 24 DAYS OF MEASUREMENT 365(366) MINIMUM SERVICE LEVEL 90.00% EXPECTED SERVICE LEVEL 95.00% ALGORITHM The Service Level calculation for “Solution Proposal Delivery – Data Center” is the total number of solution proposals that are delivered within the committed timeframes, divided by the total number of delivered proposals plus the total number of open proposals that have exceeded the committed timeframes, with the result expressed as a percentage. For purposes of clarity, note the following: (a) if a solution proposal request is opened within the current Measurement Window, but its relevant committed timeframe extends beyond the end of the current Measurement Window, then it is excluded from the current Measurement Window’s calculation (unless such request is actually delivered in the current Measurement Window, in which case it is included in the current Measurement Window’s calculation) (b) an open solution proposal request that has exceeded the committed timeframe is also carried forward into subsequent Measurement Windows until delivered; it is counted as failed to meet the committed timeframes in each subsequent Measurement Window’s calculation until delivered. COLLECTION PROCESS Solution proposal requests will be logged and tracked in the MSI ITSM System. Solution proposal requests will be categorized and assigned to teams who will work to deliver a proposal and progress the ticket through the service request management lifecycle. Solution proposal data will be uploaded to ServiceFlow on a daily basis. ServiceFlow will filter service request tickets based on appropriate measurement criteria. REPORTING TOOLS  MSI ITSM  MSI ServiceFlow RAW DATA STORAGE (ARCHIVES) Data used to calculate the SLA results for reporting will be stored in the ServiceFlow application database, which will be accessible to authorized users via inherent report drill-down functionality for a rolling 13 months. An additional 23 months of data is archived and can be made available via ServiceFlow upon request by DIR. PERFORMANCE CATEGORY Cross Functional METRIC OWNER METRIC REPORTING Monthly Quarterly Semi Annual Solution Implementation – Data Center 3-A R1.3.3D 0 SERVICE LEVEL TYPE Critical Service Level CURRENTLY MEASURED No SHARE TYPE and CORRESPONDING METRIC(S) R MSI: R1.3.3E Solution Implementation – Enterprise METRIC DESCRIPTION The Service Level for “Solution Implementation – Data Center” measures the percentage of time Service Provider successfully implements a Solution Request within the committed timeframe. All phases of the Solution implementation process from DIR assignment of the project to the project pool through successful implementation (which requires DCS Customer acceptance) into production are included in this measure. METRIC INCLUSIONS and DATA SOURCES The committed timeframe is that timeframe specified in the proposal (as further described in the “Solution Proposal Delivery” Service Level) or otherwise as agreed by the requester. METRIC EXCLUSIONS Service Requests HOURS OF MEASUREMENT N/A DAYS OF MEASUREMENT N/A MINIMUM SERVICE LEVEL 90.00% EXPECTED SERVICE LEVEL 95.00% ALGORITHM The Service Level calculation for “Solution Implementation – Data Center” is the total number of projects that are successfully implemented within the committed timeframes, divided by the total number of projects implemented plus the total number of projects that have passed the committed timeframe, with the result expressed as a percentage. Projects are reported in the Measurement Window in which the associated Change ticket is closed, allowing sufficient time to determine if the project was successful.For purposes of clarity, note the following: (a) if a project is assigned within the current Measurement Window, but its relevant committed timeframe extends beyond the end of the current Measurement Window, then it is excluded from the current Measurement Window’s calculation (unless such project is actually implemented in the current Measurement Window, in which case it is included in the current Measurement Window’s calculation) (b) an uncompleted project is also carried forward into subsequent Measurement Windows until implemented; it is counted as failed to meet the committed timeframes in each subsequent Measurement Window’s calculation until implemented. COLLECTION PROCESS When a solution proposal is approved a Change ticket of type project will be automatically generated in the MSI ITSM system. Design requirements will be attached to the Change record. Final sign-off documents will be attached by the SCP when the project is accepted as complete. Upon completion of the post implementation review the MSI Change Manager will close the Change ticket. Solution implementation data will be uploaded from ITSM to ServiceFlow on a daily basis. ServiceFlow will filter change tickets based on appropriate measurement criteria. REPORTING TOOLS  MSI ITSM  MSI ServiceFlow RAW DATA STORAGE (ARCHIVES) Data used to calculate the SLA results for reporting will be stored in the ServiceFlow application database, which will be accessible to authorized users via inherent report drill-down functionality for a rolling 13 months. An additional 23 months of data is archived and can be made available via ServiceFlow upon request by DIR. PERFORMANCE CATEGORY Cross Functional METRIC OWNER METRIC REPORTING Monthly Quarterly Semi Annual CMDB Accuracy – Data Center 3-A R1.3.4D 11/01/2012 SERVICE LEVEL TYPE Critical Service Level CURRENTLY MEASURED Yes

METRIC EXCLUSIONS. HOURS OF MEASUREMENT As maintained in SMM DAYS OF MEASUREMENT As maintained in SMM MINIMUM SERVICE LEVEL 90.00% EXPECTED SERVICE LEVEL 95.00% ALGORITHM The Service Level calculation for “Service Request – Data CenterNetwork” is the total number of Service Requests that are resolved within the committed timeframes, divided by the total number of resolved Service Requests plus the total number of open Service Requests that have exceeded the committed timeframes, with the result expressed as a percentage. For purposes of clarity, note the following: (a) if a Service Request is opened within the current Measurement Window, but its relevant committed timeframe extends beyond the end of the current Measurement Window, then it is excluded from the current Measurement Window’s calculation (unless such Service Request is actually resolved in the current Measurement Window, in which case it is included in the current Measurement Window’s calculation) (b) an open Service Request that has exceeded the committed timeframe is also carried forward into subsequent Measurement Windows until resolved; it is counted as failed to meet the committed timeframes in each subsequent Measurement Window’s calculation until resolved. A low volume alternative calculation, set forth in Attachment 3-A, shall apply when the total volume of Service Requests falls within the volume (denominator) ranges specified in that Attachment. COLLECTION PROCESS Service Requests that do not require solution proposal development will be logged and tracked in the MSI ITSM System. Service Requests will be categorized and assigned to resolver teams who will work to fulfill the Service Request and progress the ticket through the service request management lifecycle. Service Request data will be uploaded to ServiceFlow on a daily basis. ServiceFlow will filter service request tickets based on appropriate measurement criteria. REPORTING TOOLS  MSI ITSM  MSI ServiceFlow RAW DATA STORAGE (ARCHIVES) Data used to calculate the SLA results for reporting will be stored in the ServiceFlow application database, which will be accessible to authorized users via inherent report drill-down functionality for a rolling 13 months. An additional 23 months of data is archived and can be made available via ServiceFlow upon request by DIR. PERFORMANCE CATEGORY Cross Functional METRIC OWNER METRIC REPORTING Monthly Quarterly Semi Annual Solution Proposal Delivery – Data Center Network 3-A R1.3.2D R1.3.2N 0 SERVICE LEVEL TYPE Critical Service Level CURRENTLY MEASURED No SHARE TYPE and CORRESPONDING METRIC(S) R MSI: R1.3.2E Solution Proposal Delivery – Enterprise METRIC DESCRIPTION The Service Level for “Solution Proposal Delivery – Data CenterNetwork” measures the percentage of time Service Provider delivers a viable proposal to DIR Customers within the committed timeframes, in response to a Solution Request. Requests are worked in the approved prioritization order of the DCS Customersolution request. Following validation receipt of requirements by the PMO teamrequirements, the Service Provider shall deliver a proposal for each request within the timeframes as listed below:  Small within 11 business 15 calendar days  Medium within 22 business 30 calendar days  Large within 33 business 45 calendar days  Very Large within 44 business 60 calendar days When a proposal is delivered, it must include a committed timeframe for project implementation specified as Business Days from the time the project is assigned to the project pool to the implementation completion. This committed number of Business Days will be used in the “Solution Implementation” Service Level. Specific size criteria and guidelines shall be maintained in the SMM. METRIC INCLUSIONS and DATA SOURCES Each proposal submitted to DCS DIR Customers will be counted as a measurable event. If there are multiple proposals for one request due to requirements changes then subsequent iterations will be counted as another event. Each will count as an event and an opportunity to succeed or fail. METRIC EXCLUSIONS Service Requests HOURS OF MEASUREMENT 24 DAYS OF MEASUREMENT 365(366) MINIMUM SERVICE LEVEL 90.00% EXPECTED SERVICE LEVEL 95.00% ALGORITHM The Service Level calculation for “Solution Proposal Delivery – Data CenterNetwork” is the total number of solution proposals that are delivered within the committed timeframes, divided by the total number of delivered proposals plus the total number of open proposals that have exceeded the committed timeframes, with the result expressed as a percentage. For purposes of clarity, note the following: (a) if a solution proposal request is opened within the current Measurement Window, but its relevant committed timeframe extends beyond the end of the current Measurement Window, then it is excluded from the current Measurement Window’s calculation (unless such request is actually delivered in the current Measurement Window, in which case it is included in the current Measurement Window’s calculation) (b) an open solution proposal request that has exceeded the committed timeframe is also carried forward into subsequent Measurement Windows until delivered; it is counted as failed to meet the committed timeframes in each subsequent Measurement Window’s calculation until delivered. COLLECTION PROCESS Solution proposal requests will be logged and tracked in the MSI ITSM System. Solution proposal requests will be categorized and assigned to teams who will work to deliver a proposal and progress the ticket through the service request management lifecycle. Solution proposal data will be uploaded to ServiceFlow on a daily basis. ServiceFlow will filter service request tickets based on appropriate measurement criteria. REPORTING TOOLS  MSI ITSM  MSI ServiceFlow RAW DATA STORAGE (ARCHIVES) Data used to calculate the SLA results for reporting will be stored in the ServiceFlow application database, which will be accessible to authorized users via inherent report drill-down functionality for a rolling 13 months. An additional 23 months of data is archived and can be made available via ServiceFlow upon request by DIR. PERFORMANCE CATEGORY Cross Functional METRIC OWNER METRIC REPORTING Monthly Quarterly Semi Annual Solution Implementation – Data Center Network 3-A R1.3.3D R1.3.3N 0 SERVICE LEVEL TYPE Critical Service Level CURRENTLY MEASURED No SHARE TYPE and CORRESPONDING METRIC(S) R MSI: R1.3.3E Solution Implementation – Enterprise METRIC DESCRIPTION The Service Level for “Solution Implementation – Data CenterNetwork” measures the percentage of time Service Provider successfully implements a Solution Request within the committed timeframe. All phases of the Solution implementation process from DIR assignment of the project to the project pool through successful implementation (which requires DCS DIR Customer acceptance) into production are included in this measure. METRIC INCLUSIONS and DATA SOURCES The committed timeframe is that timeframe specified in the proposal (as further described in the “Solution Proposal Delivery” Service Level) or otherwise as agreed by the requester. METRIC EXCLUSIONS Service Requests HOURS OF MEASUREMENT N/A DAYS OF MEASUREMENT N/A MINIMUM SERVICE LEVEL 90.00% EXPECTED SERVICE LEVEL 95.00% ALGORITHM The Service Level calculation for “Solution Implementation – Data CenterNetwork” is the total number of projects that are successfully implemented within the committed timeframes, divided by the total number of projects implemented plus the total number of projects that have passed the committed timeframe, with the result expressed as a percentage. Projects are will be reported in the Measurement Window in which the associated Change ticket is closed, allowing sufficient time to determine if the project was successful.. For purposes of clarity, note the following: (a) if a project is assigned within the current Measurement Window, but its relevant committed timeframe extends beyond the end of the current Measurement Window, then it is excluded from the current Measurement Window’s calculation (unless such project is actually implemented in the current Measurement Window, in which case it is included in the current Measurement Window’s calculation) (b) an uncompleted project is also carried forward into subsequent Measurement Windows until implemented; it is counted as failed to meet the committed timeframes in each subsequent Measurement Window’s calculation until implemented. COLLECTION PROCESS When a solution proposal is approved a Change ticket of type project will be automatically generated in the MSI ITSM system. Design requirements will be attached to the Change record. Final sign-off documents will be attached by the SCP when the project is accepted as complete. Upon completion of the post implementation review the MSI Change Manager will close the Change ticket. Solution implementation data will be uploaded from ITSM to ServiceFlow on a daily basis. ServiceFlow will filter change tickets based on appropriate measurement criteria. REPORTING TOOLS  MSI ITSM  MSI ServiceFlow RAW DATA STORAGE (ARCHIVES) Data used to calculate the SLA results for reporting will be stored in the ServiceFlow application database, which will be accessible to authorized users via inherent report drill-down functionality for a rolling 13 months. An additional 23 months of data is archived and can be made available via ServiceFlow upon request by DIR. PERFORMANCE CATEGORY Cross Functional METRIC OWNER METRIC REPORTING Monthly Quarterly Semi Annual CMDB Accuracy – Data Center Network 3-A R1.3.4D R1.3.4N 11/01/2012 SERVICE LEVEL TYPE Critical Service Level CURRENTLY MEASURED Yes

METRIC EXCLUSIONS. HOURS OF MEASUREMENT As maintained in SMM DAYS OF MEASUREMENT As maintained in SMM MINIMUM SERVICE LEVEL 90.0091.50% EXPECTED SERVICE LEVEL 95.0096.00% ALGORITHM The Service Level calculation for “Service Request Fulfillment– Data Center” is the total number of Service Requests that are resolved completed within the committed timeframes, divided by the total number of resolved completed Service Requests plus the total number of open Service Requests that have exceeded the committed timeframes, with the result expressed as a percentage. For purposes of clarity, note the following: (a) if a Service Request is opened within the current Measurement Window, but its relevant committed timeframe extends beyond the end of the current Measurement Window, then it is excluded from the current Measurement Window’s calculation (unless such Service Request is actually resolved completed in the current Measurement Window, in which case it is included in the current Measurement Window’s calculation) (b) an open Service Request that has exceeded the committed timeframe is also carried forward into subsequent Measurement Windows as a breach until resolvedcompleted; if it is completed within twenty-eight (28) days following its relevant completion timeframe, it is excluded from the subsequent Measurement Window; otherwise, it is counted as failed to meet the committed timeframes in each subsequent Measurement Window’s calculation until resolvedcompleted. A low volume alternative calculation, set forth in Attachment 3-A, shall apply when the total volume of Service Requests falls within the volume (denominator) ranges specified in that Attachment. COLLECTION PROCESS Service Requests that do not require solution proposal development will be logged and tracked in the Digital MSI ITSM SystemService Management system. Service Requests will be categorized and assigned to resolver teams who will work to fulfill the Service Request and progress the ticket through the service request management lifecycle. Service Request data will be uploaded to ServiceFlow Digital MSI Service Level Management Reporting system on a daily basis. ServiceFlow Digital MSI Service Level Management Reporting system will filter service request tickets based on appropriate measurement criteria. REPORTING TOOLS  Digital MSI ITSM Service Management system  Digital MSI ServiceFlow Service Level Management Reporting system RAW DATA STORAGE (ARCHIVES) Data used to calculate the SLA results for reporting will be stored in the ServiceFlow application databaseDigital MSI Service Level Management Reporting system, which will be accessible to authorized users via inherent report drill-down functionality for a rolling 13 months. An additional 23 months of data is archived and can be made available via ServiceFlow Digital MSI Service Level Management Reporting system upon request by DIR. PERFORMANCE CATEGORY Cross Functional METRIC OWNER METRIC REPORTING Monthly Quarterly Semi Annual Solution Proposal Delivery – Data Center 3-A R1.3.2D 0 SERVICE LEVEL TYPE Critical Service Level CURRENTLY MEASURED No SHARE TYPE and CORRESPONDING METRIC(S) R MSI: R1.3.2E Solution Proposal Delivery – Enterprise METRIC DESCRIPTION The Service Level for “Solution Proposal Delivery – Data Center” measures the percentage of time Service Provider delivers a viable proposal to DIR DCS Customers within the committed timeframes, in response to a Solution Request. Requests are worked in the approved prioritization order of the DCS Customer. Following validation of requirements by the PMO team, the Service Provider shall deliver a proposal for each request within the timeframes as listed below:  Small within 11 business days Business Days  Medium within 22 business days Business Days  Large within 33 business days Business Days  Very Large within 44 business days Business Days When a proposal is delivered, it must include a committed timeframe for project implementation specified as Business Days from the time the project is assigned to the project pool to the implementation completion. This committed number of Business Days will be used in the “Solution Implementation” Service Level. Specific size criteria and guidelines shall be maintained in the SMM. METRIC INCLUSIONS and DATA SOURCES Each proposal submitted to DCS Customers will be counted as a measurable event. If there are multiple proposals for one request due to requirements changes then subsequent iterations will be counted as another event. Each will count as an event and an opportunity to succeed or fail. METRIC EXCLUSIONS Service Requests HOURS OF MEASUREMENT 24 DAYS OF MEASUREMENT 365(366) MINIMUM SERVICE LEVEL 90.0091.43% EXPECTED SERVICE LEVEL 95.0096.36% ALGORITHM The Service Level calculation for “Solution Proposal Delivery – Data Center” is the total number of solution proposals that are delivered within the committed timeframes, divided by the total number of delivered proposals plus the total number of open proposals that have exceeded the committed timeframes, with the result expressed as a percentage. For purposes of clarity, note the following: (a) if a solution proposal request is opened within the current Measurement Window, but its relevant committed timeframe extends beyond the end of the current Measurement Window, then it is excluded from the current Measurement Window’s calculation (unless such request is actually delivered in the current Measurement Window, in which case it is included in the current Measurement Window’s calculation) (b) an open solution proposal request that has exceeded the committed timeframe is also carried forward into subsequent Measurement Windows as a breach until delivered; if it is resolved within twenty- eight (28) days following its relevant committed timeframe, it is excluded from the subsequent Measurement Window; otherwise, it is counted as failed to meet the committed timeframes in each subsequent Measurement Window’s calculation until delivered. COLLECTION PROCESS Solution proposal requests will be logged and tracked in the Digital MSI ITSM SystemService Management system. Solution proposal requests will be categorized and assigned to teams who will work to deliver a proposal and progress the ticket through the service request management lifecycle. Solution proposal data will be uploaded to ServiceFlow Digital MSI Service Level Management Reporting system on a daily basis. ServiceFlow Digital MSI Service Level Management Reporting system will filter service request tickets based on appropriate measurement criteria. REPORTING TOOLS  Digital MSI ITSM Service Management system  Digital MSI ServiceFlow Service Level Management Reporting system RAW DATA STORAGE (ARCHIVES) Data used to calculate the SLA results for reporting will be stored in the ServiceFlow application databaseDigital MSI Service Level Management Reporting system, which will be accessible to authorized users via inherent report drill-down functionality for a rolling 13 months. An additional 23 months of data is archived and can be made available via ServiceFlow Digital MSI Service Level Management Reporting system upon request by DIR. PERFORMANCE CATEGORY Cross Functional METRIC OWNER METRIC REPORTING Monthly Quarterly Semi Annual Solution Implementation – Data Center 3-A R1.3.3D 0 SERVICE LEVEL TYPE Critical Service Level CURRENTLY MEASURED No SHARE TYPE and CORRESPONDING METRIC(S) R MSI: R1.3.3E Solution Implementation – Enterprise METRIC DESCRIPTION The Service Level for “Solution Implementation – Data Center” measures the percentage of time Service Provider successfully implements a Solution Request within the committed timeframe. All phases of the Solution implementation process from DIR assignment of the project to the project pool through successful implementation (which requires DCS Customer acceptance) into production are included in this measure. METRIC INCLUSIONS and DATA SOURCES The committed timeframe is that timeframe specified in the proposal (as further described in the “Solution Proposal Delivery” Service Level) or otherwise as agreed by the requester. METRIC EXCLUSIONS Service Requests N/A HOURS OF MEASUREMENT N/A DAYS OF MEASUREMENT N/A MINIMUM SERVICE LEVEL 90.0090.98% EXPECTED SERVICE LEVEL 95.00% ALGORITHM The Service Level calculation for “Solution Implementation – Data Center” is the total number of projects that are successfully implemented within the committed timeframes, divided by the total number of projects implemented plus the total number of projects that have passed the committed timeframe, with the result expressed as a percentage. Projects are reported in the Measurement Window in which the associated Change Project (PPM) ticket is closed, allowing sufficient time to determine if the project was successful.. For purposes of clarity, note the following: (a) if a project is assigned within the current Measurement Window, but its relevant committed timeframe extends beyond the end of the current Measurement Window, then it is excluded from the current Measurement Window’s calculation (unless such project is actually implemented in the current Measurement Window, in which case it is included in the current Measurement Window’s calculation) (b) an uncompleted project is also carried forward into subsequent Measurement Windows as a breach until implemented; if it is resolved within twenty-eight (28) days following its relevant committed timeframe, it is excluded from the subsequent Measurement Window; otherwise, it is counted as failed to meet the committed timeframes in each subsequent Measurement Window’s calculation until implemented. COLLECTION PROCESS When a solution proposal is approved a Change Project (PPM) ticket of type project Project will be automatically generated created by the MSI Program Manager in the Digital MSI ITSM Service Management system. Design requirements will be attached to the Change record. Final sign-off documents will be attached by the SCP when the project is accepted as complete. Upon completion of the post implementation review the MSI Change Program Manager will close the Change Project (PPM) ticket. Solution implementation data will be uploaded from ITSM to ServiceFlow Digital MSI Service Level Management Reporting system on a daily basis. ServiceFlow Digital MSI Service Level Management Reporting system will filter change tickets based on appropriate measurement criteria. REPORTING TOOLS  Digital MSI ITSM Service Management system  Digital MSI ServiceFlow Service Level Management Reporting system RAW DATA STORAGE (ARCHIVES) Data used to calculate the SLA results for reporting will be stored in the ServiceFlow application databaseDigital MSI Service Level Management Reporting system, which will be accessible to authorized users via inherent report drill-down functionality for a rolling 13 months. An additional 23 months of data is archived and can be made available via ServiceFlow Digital MSI Service Level Management Reporting system upon request by DIR. PERFORMANCE CATEGORY Cross Functional METRIC OWNER METRIC REPORTING Monthly Quarterly Semi Annual CMDB Accuracy License and Maintenance Renewal Timeliness – Data Center 3-A R1.3.4D 11/01/2012 R1.3.5D 0 SERVICE LEVEL TYPE Critical Service Level CURRENTLY MEASURED Yes: 12+ months of data available

METRIC EXCLUSIONS. HOURS OF MEASUREMENT As maintained in SMM DAYS OF MEASUREMENT As maintained in SMM MINIMUM SERVICE LEVEL 90.0090.98% EXPECTED SERVICE LEVEL 95.0095.95% ALGORITHM The Service Level calculation for “Service Request – Data Center” is the total number of Service Requests that are resolved within the committed timeframes, divided by the total number of resolved Service Requests plus the total number of open Service Requests that have exceeded the committed timeframes, with the result expressed as a percentage. For purposes of clarity, note the following: (a) if a Service Request is opened within the current Measurement Window, but its relevant committed timeframe extends beyond the end of the current Measurement Window, then it is excluded from the current Measurement Window’s calculation (unless such Service Request is actually resolved in the current Measurement Window, in which case it is included in the current Measurement Window’s calculation) (b) an open Service Request that has exceeded the committed timeframe is also carried forward into subsequent Measurement Windows as a breach until resolved; if it is resolved within twenty-eight (28) days following its relevant committed timeframe, it is excluded from the subsequent Measurement Window; otherwise, it is counted as failed to meet the committed timeframes in each subsequent Measurement Window’s calculation until resolved. A low volume alternative calculation, set forth in Attachment 3-A, shall apply when the total volume of Service Requests falls within the volume (denominator) ranges specified in that Attachment. COLLECTION PROCESS Service Requests that do not require solution proposal development will be logged and tracked in the MSI ITSM System. Service Requests will be categorized and assigned to resolver teams who will work to fulfill the Service Request and progress the ticket through the service request management lifecycle. Service Request data will be uploaded to ServiceFlow on a daily basis. ServiceFlow will filter service request tickets based on appropriate measurement criteria. REPORTING TOOLS  MSI ITSM  MSI ServiceFlow RAW DATA STORAGE (ARCHIVES) Data used to calculate the SLA results for reporting will be stored in the ServiceFlow application database, which will be accessible to authorized users via inherent report drill-down functionality for a rolling 13 months. An additional 23 months of data is archived and can be made available via ServiceFlow upon request by DIR. PERFORMANCE CATEGORY Cross Functional METRIC OWNER METRIC REPORTING Monthly Quarterly Semi Annual Solution Proposal Delivery – Data Center 3-A R1.3.2D 0 SERVICE LEVEL TYPE Critical Service Level CURRENTLY MEASURED No SHARE TYPE and CORRESPONDING METRIC(S) R MSI: R1.3.2E Solution Proposal Delivery – Enterprise METRIC DESCRIPTION The Service Level for “Solution Proposal Delivery – Data Center” measures the percentage of time Service Provider delivers a viable proposal to DIR DCS Customers within the committed timeframes, in response to a Solution Request. Requests are worked in the approved prioritization order of the DCS Customer. Following validation of requirements by the PMO team, the Service Provider shall deliver a proposal for each request within the timeframes as listed below:  Small within 11 business days Business Days  Medium within 22 business days Business Days  Large within 33 business days Business Days  Very Large within 44 business days Business Days When a proposal is delivered, it must include a committed timeframe for project implementation specified as Business Days from the time the project is assigned to the project pool to the implementation completion. This committed number of Business Days will be used in the “Solution Implementation” Service Level. Specific size criteria and guidelines shall be maintained in the SMM. METRIC INCLUSIONS and DATA SOURCES Each proposal submitted to DCS Customers will be counted as a measurable event. If there are multiple proposals for one request due to requirements changes then subsequent iterations will be counted as another event. Each will count as an event and an opportunity to succeed or fail. METRIC EXCLUSIONS Service Requests HOURS OF MEASUREMENT 24 DAYS OF MEASUREMENT 365(366) MINIMUM SERVICE LEVEL 90.0090.50% EXPECTED SERVICE LEVEL 95.0095.50% ALGORITHM The Service Level calculation for “Solution Proposal Delivery – Data Center” is the total number of solution proposals that are delivered within the committed timeframes, divided by the total number of delivered proposals plus the total number of open proposals that have exceeded the committed timeframes, with the result expressed as a percentage. For purposes of clarity, note the following: (a) if a solution proposal request is opened within the current Measurement Window, but its relevant committed timeframe extends beyond the end of the current Measurement Window, then it is excluded from the current Measurement Window’s calculation (unless such request is actually delivered in the current Measurement Window, in which case it is included in the current Measurement Window’s calculation) (b) an open solution proposal request that has exceeded the committed timeframe is also carried forward into subsequent Measurement Windows as a breach until delivered; if it is resolved within twenty- eight (28) days following its relevant committed timeframe, it is excluded from the subsequent Measurement Window; otherwise, it is counted as failed to meet the committed timeframes in each subsequent Measurement Window’s calculation until delivered. COLLECTION PROCESS Solution proposal requests will be logged and tracked in the MSI ITSM System. Solution proposal requests will be categorized and assigned to teams who will work to deliver a proposal and progress the ticket through the service request management lifecycle. Solution proposal data will be uploaded to ServiceFlow on a daily basis. ServiceFlow will filter service request tickets based on appropriate measurement criteria. REPORTING TOOLS  MSI ITSM  MSI ServiceFlow RAW DATA STORAGE (ARCHIVES) Data used to calculate the SLA results for reporting will be stored in the ServiceFlow application database, which will be accessible to authorized users via inherent report drill-down functionality for a rolling 13 months. An additional 23 months of data is archived and can be made available via ServiceFlow upon request by DIR. PERFORMANCE CATEGORY Cross Functional METRIC OWNER METRIC REPORTING Monthly Quarterly Semi Annual Solution Implementation – Data Center 3-A R1.3.3D 0 SERVICE LEVEL TYPE Critical Service Level CURRENTLY MEASURED No SHARE TYPE and CORRESPONDING METRIC(S) R MSI: R1.3.3E Solution Implementation – Enterprise METRIC DESCRIPTION The Service Level for “Solution Implementation – Data Center” measures the percentage of time Service Provider successfully implements a Solution Request within the committed timeframe. All phases of the Solution implementation process from DIR assignment of the project to the project pool through successful implementation (which requires DCS Customer acceptance) into production are included in this measure. METRIC INCLUSIONS and DATA SOURCES The committed timeframe is that timeframe specified in the proposal (as further described in the “Solution Proposal Delivery” Service Level) or otherwise as agreed by the requester. METRIC EXCLUSIONS Service Requests HOURS OF MEASUREMENT N/A DAYS OF MEASUREMENT N/A MINIMUM SERVICE LEVEL 90.00% EXPECTED SERVICE LEVEL 95.00% ALGORITHM The Service Level calculation for “Solution Implementation – Data Center” is the total number of projects that are successfully implemented within the committed timeframes, divided by the total number of projects implemented plus the total number of projects that have passed the committed timeframe, with the result expressed as a percentage. Projects are reported in the Measurement Window in which the associated Change ticket is closed, allowing sufficient time to determine if the project was successful.. For purposes of clarity, note the following: (a) if a project is assigned within the current Measurement Window, but its relevant committed timeframe extends beyond the end of the current Measurement Window, then it is excluded from the current Measurement Window’s calculation (unless such project is actually implemented in the current Measurement Window, in which case it is included in the current Measurement Window’s calculation) (b) an uncompleted project is also carried forward into subsequent Measurement Windows as a breach until implemented; if it is resolved within twenty-eight (28) days following its relevant committed timeframe, it is excluded from the subsequent Measurement Window; otherwise, it is counted as failed to meet the committed timeframes in each subsequent Measurement Window’s calculation until implemented. COLLECTION PROCESS When a solution proposal is approved a Change ticket of type project Project will be automatically generated created by the MSI Program Manager in the MSI ITSM system. Design requirements will be attached to the Change record. Final sign-off documents will be attached by the SCP when the project is accepted as complete. Upon completion of the post implementation review the MSI Change Program Manager will close the Change ticket. Solution implementation data will be uploaded from ITSM to ServiceFlow on a daily basis. ServiceFlow will filter change tickets based on appropriate measurement criteria. REPORTING TOOLS  MSI ITSM  MSI ServiceFlow RAW DATA STORAGE (ARCHIVES) Data used to calculate the SLA results for reporting will be stored in the ServiceFlow application database, which will be accessible to authorized users via inherent report drill-down functionality for a rolling 13 months. An additional 23 months of data is archived and can be made available via ServiceFlow upon request by DIR. PERFORMANCE CATEGORY Cross Functional METRIC OWNER METRIC REPORTING Monthly Quarterly Semi Annual CMDB Accuracy Reconciliation – Data Center 3-A R1.3.4D 11/01/2012 SERVICE LEVEL TYPE Critical Service Level CURRENTLY MEASURED Yes

METRIC EXCLUSIONS. HOURS OF MEASUREMENT As maintained in SMM DAYS OF MEASUREMENT As maintained in SMM MINIMUM SERVICE LEVEL 90.00% EXPECTED SERVICE LEVEL 95.00% ALGORITHM The Service Level calculation for “Service Request – Data CenterNetwork” is the total number of Service Requests that are resolved within the committed timeframes, divided by the total number of resolved Service Requests plus the total number of open Service Requests that have exceeded the committed timeframes, with the result expressed as a percentage. For purposes of clarity, note the following: (a) if a Service Request is opened within the current Measurement Window, but its relevant committed timeframe extends beyond the end of the current Measurement Window, then it is excluded from the current Measurement Window’s calculation (unless such Service Request is actually resolved in the current Measurement Window, in which case it is included in the current Measurement Window’s calculation) (b) an open Service Request that has exceeded the committed timeframe is also carried forward into subsequent Measurement Windows until resolved; it is counted as failed to meet the committed timeframes in each subsequent Measurement Window’s calculation until resolved. COLLECTION PROCESS Service Requests that do not require solution proposal development will be logged and tracked in the MSI ITSM System. Service Requests will be categorized and assigned to resolver teams who will work to fulfill the Service Request and progress the ticket through the service request management lifecycle. Service Request data will be uploaded to ServiceFlow on a daily basis. ServiceFlow will filter service request tickets based on appropriate measurement criteria. REPORTING TOOLS  MSI ITSM  MSI ServiceFlow RAW DATA STORAGE (ARCHIVES) Data used to calculate the SLA results for reporting will be stored in the ServiceFlow application database, which will be accessible to authorized users via inherent report drill-down functionality for a rolling 13 months. An additional 23 months of data is archived and can be made available via ServiceFlow upon request by DIR. PERFORMANCE CATEGORY Cross Functional METRIC OWNER METRIC REPORTING Monthly Quarterly Semi Annual Solution Proposal Delivery – Data Center Network 3-A R1.3.2D R1.3.2N 0 SERVICE LEVEL TYPE Critical Service Level CURRENTLY MEASURED No SHARE TYPE and CORRESPONDING METRIC(S) R MSI: R1.3.2E Solution Proposal Delivery – Enterprise METRIC DESCRIPTION The Service Level for “Solution Proposal Delivery – Data CenterNetwork” measures the percentage of time Service Provider delivers a viable proposal to DIR Customers within the committed timeframes, in response to a Solution Request. Requests are worked in the approved prioritization order of the DCS Customersolution request. Following validation receipt of requirements by the PMO teamrequirements, the Service Provider shall deliver a proposal for each request within the timeframes as listed below:  Small within 11 business 15 calendar days  Medium within 22 business 30 calendar days  Large within 33 business 45 calendar days  Very Large within 44 business 60 calendar days When a proposal is delivered, it must include a committed timeframe for project implementation specified as Business Days from the time the project is assigned to the project pool to the implementation completion. This committed number of Business Days will be used in the “Solution Implementation” Service Level. Specific size criteria and guidelines shall be maintained in the SMM. METRIC INCLUSIONS and DATA SOURCES Each proposal submitted to DCS DIR Customers will be counted as a measurable event. If there are multiple proposals for one request due to requirements changes then subsequent iterations will be counted as another event. Each will count as an event and an opportunity to succeed or fail. METRIC EXCLUSIONS Service Requests HOURS OF MEASUREMENT 24 DAYS OF MEASUREMENT 365(366) MINIMUM SERVICE LEVEL 90.00% EXPECTED SERVICE LEVEL 95.00% ALGORITHM The Service Level calculation for “Solution Proposal Delivery – Data CenterNetwork” is the total number of solution proposals that are delivered within the committed timeframes, divided by the total number of delivered proposals plus the total number of open proposals that have exceeded the committed timeframes, with the result expressed as a percentage. For purposes of clarity, note the following: (a) if a solution proposal request is opened within the current Measurement Window, but its relevant committed timeframe extends beyond the end of the current Measurement Window, then it is excluded from the current Measurement Window’s calculation (unless such request is actually delivered in the current Measurement Window, in which case it is included in the current Measurement Window’s calculation) (b) an open solution proposal request that has exceeded the committed timeframe is also carried forward into subsequent Measurement Windows until delivered; it is counted as failed to meet the committed timeframes in each subsequent Measurement Window’s calculation until delivered. COLLECTION PROCESS Solution proposal requests will be logged and tracked in the MSI ITSM System. Solution proposal requests will be categorized and assigned to teams who will work to deliver a proposal and progress the ticket through the service request management lifecycle. Solution proposal data will be uploaded to ServiceFlow on a daily basis. ServiceFlow will filter service request tickets based on appropriate measurement criteria. REPORTING TOOLS  MSI ITSM  MSI ServiceFlow RAW DATA STORAGE (ARCHIVES) Data used to calculate the SLA results for reporting will be stored in the ServiceFlow application database, which will be accessible to authorized users via inherent report drill-down functionality for a rolling 13 months. An additional 23 months of data is archived and can be made available via ServiceFlow upon request by DIR. PERFORMANCE CATEGORY Cross Functional METRIC OWNER METRIC REPORTING Monthly Quarterly Semi Annual Solution Implementation – Data Center Network 3-A R1.3.3D R1.3.3N 0 SERVICE LEVEL TYPE Critical Service Level CURRENTLY MEASURED No SHARE TYPE and CORRESPONDING METRIC(S) R MSI: R1.3.3E Solution Implementation – Enterprise METRIC DESCRIPTION The Service Level for “Solution Implementation – Data CenterNetwork” measures the percentage of time Service Provider successfully implements a Solution Request within the committed timeframe. All phases of the Solution implementation process from DIR assignment of the project to the project pool through successful implementation (which requires DCS DIR Customer acceptance) into production are included in this measure. METRIC INCLUSIONS and DATA SOURCES The committed timeframe is that timeframe specified in the proposal (as further described in the “Solution Proposal Delivery” Service Level) or otherwise as agreed by the requester. METRIC EXCLUSIONS Service Requests HOURS OF MEASUREMENT N/A DAYS OF MEASUREMENT N/A MINIMUM SERVICE LEVEL 90.00% EXPECTED SERVICE LEVEL 95.00% ALGORITHM The Service Level calculation for “Solution Implementation – Data CenterNetwork” is the total number of projects that are successfully implemented within the committed timeframes, divided by the total number of projects implemented plus the total number of projects that have passed the committed timeframe, with the result expressed as a percentage. Projects are will be reported in the Measurement Window in which the associated Change ticket is closed, allowing sufficient time to determine if the project was successful.. For purposes of clarity, note the following: (a) if a project is assigned within the current Measurement Window, but its relevant committed timeframe extends beyond the end of the current Measurement Window, then it is excluded from the current Measurement Window’s calculation (unless such project is actually implemented in the current Measurement Window, in which case it is included in the current Measurement Window’s calculation) (b) an uncompleted project is also carried forward into subsequent Measurement Windows until implemented; it is counted as failed to meet the committed timeframes in each subsequent Measurement Window’s calculation until implemented. COLLECTION PROCESS When a solution proposal is approved a Change ticket of type project will be automatically generated in the MSI ITSM system. Design requirements will be attached to the Change record. Final sign-off documents will be attached by the SCP when the project is accepted as complete. Upon completion of the post implementation review the MSI Change Manager will close the Change ticket. Solution implementation data will be uploaded from ITSM to ServiceFlow on a daily basis. ServiceFlow will filter change tickets based on appropriate measurement criteria. REPORTING TOOLS  MSI ITSM  MSI ServiceFlow RAW DATA STORAGE (ARCHIVES) Data used to calculate the SLA results for reporting will be stored in the ServiceFlow application database, which will be accessible to authorized users via inherent report drill-down functionality for a rolling 13 months. An additional 23 months of data is archived and can be made available via ServiceFlow upon request by DIR. PERFORMANCE CATEGORY Cross Functional METRIC OWNER METRIC REPORTING Monthly Quarterly Semi Annual CMDB Accuracy – Data Center Network 3-A R1.3.4D R1.3.4N 11/01/2012 SERVICE LEVEL TYPE Critical Service Level CURRENTLY MEASURED Yes

METRIC EXCLUSIONS. HOURS OF MEASUREMENT As maintained in SMM DAYS OF MEASUREMENT As maintained in SMM MINIMUM SERVICE LEVEL 90.0090.98% EXPECTED SERVICE LEVEL 95.0095.95% ALGORITHM The Service Level calculation for “Service Request – Data CenterNetwork” is the total number of Service Requests that are resolved within the committed timeframes, divided by the total number of resolved Service Requests plus the total number of open Service Requests that have exceeded the committed timeframes, with the result expressed as a percentage. For purposes of clarity, note the following: (a) if a Service Request is opened within the current Measurement Window, but its relevant committed timeframe extends beyond the end of the current Measurement Window, then it is excluded from the current Measurement Window’s calculation (unless such Service Request is actually resolved in the current Measurement Window, in which case it is included in the current Measurement Window’s calculation) (b) an open Service Request that has exceeded the committed timeframe is also carried forward into subsequent Measurement Windows as a breach until resolved; if it is resolved within twenty-eight (28) days following its relevant committed timeframe, it is excluded from the subsequent Measurement Window; otherwise, it is counted as failed to meet the committed timeframes in each subsequent Measurement Window’s calculation until resolved. A low volume alternative calculation, set forth in Attachment 3-A, shall apply when the total volume of Service Requests falls within the volume (denominator) ranges specified in that Attachment. COLLECTION PROCESS Service Requests that do not require solution proposal development will be logged and tracked in the MSI ITSM System. Service Requests will be categorized and assigned to resolver teams who will work to fulfill the Service Request and progress the ticket through the service request management lifecycle. Service Request data will be uploaded to ServiceFlow on a daily basis. ServiceFlow will filter service request tickets based on appropriate measurement criteria. REPORTING TOOLS  MSI ITSM  MSI ServiceFlow RAW DATA STORAGE (ARCHIVES) Data used to calculate the SLA results for reporting will be stored in the ServiceFlow application database, which will be accessible to authorized users via inherent report drill-down functionality for a rolling 13 months. An additional 23 months of data is archived and can be made available via ServiceFlow upon request by DIR. PERFORMANCE CATEGORY Cross Functional METRIC OWNER METRIC REPORTING Monthly Quarterly Semi Annual Solution Proposal Delivery – Data Center Network 3-A R1.3.2D R1.3.2N 0 SERVICE LEVEL TYPE Critical Service Level CURRENTLY MEASURED No SHARE TYPE and CORRESPONDING METRIC(S) R MSI: R1.3.2E Solution Proposal Delivery – Enterprise METRIC DESCRIPTION The Service Level for “Solution Proposal Delivery – Data CenterNetwork” measures the percentage of time Service Provider delivers a viable proposal to DIR DCS Customers within the committed timeframes, in response to a Solution Requestsolution request. Requests are worked in the approved prioritization order of the DCS Customer. Following validation of requirements by the PMO teamrequirements, the Service Provider shall deliver a proposal for each request within the timeframes as listed below:  Small within 11 business days Business Days  Medium within 22 business days Business Days  Large within 33 business days Business Days  Very Large within 44 business days Business Days When a proposal is delivered, it must include a committed timeframe for project implementation specified as Business Days from the time the project is assigned to the project pool to the implementation completion. This committed number of Business Days will be used in the “Solution Implementation” Service Level. Specific size criteria and guidelines shall be maintained in the SMM. METRIC INCLUSIONS and DATA SOURCES Each proposal submitted to DCS Customers will be counted as a measurable event. If there are multiple proposals for one request due to requirements changes then subsequent iterations will be counted as another event. Each will count as an event and an opportunity to succeed or fail. METRIC EXCLUSIONS Service Requests HOURS OF MEASUREMENT 24 DAYS OF MEASUREMENT 365(366) MINIMUM SERVICE LEVEL 90.00% EXPECTED SERVICE LEVEL 95.00% ALGORITHM The Service Level calculation for “Solution Proposal Delivery – Data CenterNetwork” is the total number of solution proposals that are delivered within the committed timeframes, divided by the total number of delivered proposals plus the total number of open proposals that have exceeded the committed timeframes, with the result expressed as a percentage. For purposes of clarity, note the following: (a) if a solution proposal request is opened within the current Measurement Window, but its relevant committed timeframe extends beyond the end of the current Measurement Window, then it is excluded from the current Measurement Window’s calculation (unless such request is actually delivered in the current Measurement Window, in which case it is included in the current Measurement Window’s calculation) (b) an open solution proposal request that has exceeded the committed timeframe is also carried forward into subsequent Measurement Windows as a breach until delivered; if it is resolved within twenty- eight (28) days following its relevant committed timeframe, it is excluded from the subsequent Measurement Window; otherwise, it is counted as failed to meet the committed timeframes in each subsequent Measurement Window’s calculation until delivered. COLLECTION PROCESS Solution proposal requests will be logged and tracked in the MSI ITSM System. Solution proposal requests will be categorized and assigned to teams who will work to deliver a proposal and progress the ticket through the service request management lifecycle. Solution proposal data will be uploaded to ServiceFlow on a daily basis. ServiceFlow will filter service request tickets based on appropriate measurement criteria. REPORTING TOOLS  MSI ITSM  MSI ServiceFlow RAW DATA STORAGE (ARCHIVES) Data used to calculate the SLA results for reporting will be stored in the ServiceFlow application database, which will be accessible to authorized users via inherent report drill-down functionality for a rolling 13 months. An additional 23 months of data is archived and can be made available via ServiceFlow upon request by DIR. PERFORMANCE CATEGORY Cross Functional METRIC OWNER METRIC REPORTING Monthly Quarterly Semi Annual Solution Implementation – Data Center Network 3-A R1.3.3D R1.3.3N 0 SERVICE LEVEL TYPE Critical Service Level CURRENTLY MEASURED No SHARE TYPE and CORRESPONDING METRIC(S) R MSI: R1.3.3E Solution Implementation – Enterprise METRIC DESCRIPTION The Service Level for “Solution Implementation – Data CenterNetwork” measures the percentage of time Service Provider successfully implements a Solution Request within the committed timeframe. All phases of the Solution implementation process from DIR assignment of the project to the project pool through successful implementation (which requires DCS Customer acceptance) into production are included in this measure. METRIC INCLUSIONS and DATA SOURCES The committed timeframe is that timeframe specified in the proposal (as further described in the “Solution Proposal Delivery” Service Level) or otherwise as agreed by the requester. METRIC EXCLUSIONS Service Requests HOURS OF MEASUREMENT N/A DAYS OF MEASUREMENT N/A MINIMUM SERVICE LEVEL 90.00% EXPECTED SERVICE LEVEL 95.00% ALGORITHM The Service Level calculation for “Solution Implementation – Data CenterNetwork” is the total number of projects that are successfully implemented within the committed timeframes, divided by the total number of projects implemented plus the total number of projects that have passed the committed timeframe, with the result expressed as a percentage. Projects are will be reported in the Measurement Window in which the associated Change ticket is closed, allowing sufficient time to determine if the project was successful.. For purposes of clarity, note the following: (a) if a project is assigned within the current Measurement Window, but its relevant committed timeframe extends beyond the end of the current Measurement Window, then it is excluded from the current Measurement Window’s calculation (unless such project is actually implemented in the current Measurement Window, in which case it is included in the current Measurement Window’s calculation) (b) an uncompleted project is also carried forward into subsequent Measurement Windows as a breach until implemented; if it is resolved within twenty-eight (28) days following its relevant committed timeframe, it is excluded from the subsequent Measurement Window; otherwise, it is counted as failed to meet the committed timeframes in each subsequent Measurement Window’s calculation until implemented. COLLECTION PROCESS When a solution proposal is approved a Change ticket of type project Project will be automatically generated created by the MSI Program Manager in the MSI ITSM system. Design requirements will be attached to the Change record. Final sign-off documents will be attached by the SCP when the project is accepted as complete. Upon completion of the post implementation review the MSI Change Program Manager will close the Change ticket. Solution implementation data will be uploaded from ITSM to ServiceFlow on a daily basis. ServiceFlow will filter change tickets based on appropriate measurement criteria. REPORTING TOOLS  MSI ITSM  MSI ServiceFlow RAW DATA STORAGE (ARCHIVES) Data used to calculate the SLA results for reporting will be stored in the ServiceFlow application database, which will be accessible to authorized users via inherent report drill-down functionality for a rolling 13 months. An additional 23 months of data is archived and can be made available via ServiceFlow upon request by DIR. PERFORMANCE CATEGORY Cross Functional METRIC OWNER METRIC REPORTING Monthly Quarterly Semi Annual CMDB Accuracy – Data Center 3-A R1.3.4D 11/01/2012 SERVICE LEVEL TYPE Critical Service Level CURRENTLY MEASURED YesAnnual

METRIC EXCLUSIONS. HOURS OF MEASUREMENT As maintained in SMM DAYS OF MEASUREMENT As maintained in SMM MINIMUM SERVICE LEVEL 90.0091.50% EXPECTED SERVICE LEVEL 95.0096.00% ALGORITHM The Service Level calculation for “Service Request Fulfillment– Data CenterNetwork” is the total number of Service Requests that are resolved completed within the committed timeframes, divided by the total number of resolved completed Service Requests plus the total number of open Service Requests that have exceeded the committed timeframes, with the result expressed as a percentage. For purposes of clarity, note the following: (a) if a Service Request is opened within the current Measurement Window, but its relevant committed timeframe extends beyond the end of the current Measurement Window, then it is excluded from the current Measurement Window’s calculation (unless such Service Request is actually resolved completed in the current Measurement Window, in which case it is included in the current Measurement Window’s calculation) (b) an open Service Request that has exceeded the committed timeframe is also carried forward into subsequent Measurement Windows as a breach until resolvedcompleted; if it is completed within twenty-eight (28) days following its relevant committed timeframe, it is excluded from the subsequent Measurement Window; otherwise, it is counted as failed to meet the committed completion timeframes in each subsequent Measurement Window’s calculation until resolvedcompleted. A low volume alternative calculation, set forth in Attachment 3-A, shall apply when the total volume of Service Requests falls within the volume (denominator) ranges specified in that Attachment. COLLECTION PROCESS Service Requests that do not require solution proposal development will be logged and tracked in the Digital MSI ITSM SystemService Management system. Service Requests will be categorized and assigned to resolver teams who will work to fulfill the Service Request and progress the ticket through the service request management lifecycle. Service Request data will be uploaded to ServiceFlow Digital MSI Service Level Management Reporting system on a daily basis. ServiceFlow Digital MSI Service Level Management Reporting system will filter service request tickets based on appropriate measurement criteria. REPORTING TOOLS  Digital MSI ITSM Service Management system  Digital MSI ServiceFlow Service Level Management Reporting system RAW DATA STORAGE (ARCHIVES) Data used to calculate the SLA results for reporting will be stored in the ServiceFlow application databaseDigital MSI Service Level Management Reporting system, which will be accessible to authorized users via inherent report drill-down functionality for a rolling 13 months. An additional 23 months of data is archived and can be made available via ServiceFlow Digital MSI Service Level Management Reporting system upon request by DIR. PERFORMANCE CATEGORY Cross Functional METRIC OWNER METRIC REPORTING Monthly Quarterly Semi Annual Solution Proposal Delivery – Data Center Network 3-A R1.3.2D R1.3.2N 0 SERVICE LEVEL TYPE Critical Service Level CURRENTLY MEASURED No SHARE TYPE and CORRESPONDING METRIC(S) R MSI: R1.3.2E Solution Proposal Delivery – Enterprise METRIC DESCRIPTION The Service Level for “Solution Proposal Delivery – Data CenterNetwork” measures the percentage of time Service Provider delivers a viable proposal to DIR DCS Customers within the committed timeframes, in response to a Solution Requestsolution request. Requests are worked in the approved prioritization order of the DCS Customer. Following validation of requirements by the PMO teamrequirements, the Service Provider shall deliver a proposal for each request within the timeframes as listed below:  Small within 11 business days Business Days  Medium within 22 business days Business Days  Large within 33 business days Business Days  Very Large within 44 business days Business Days When a proposal is delivered, it must include a committed timeframe for project implementation specified as Business Days from the time the project is assigned to the project pool to the implementation completion. This committed number of Business Days will be used in the “Solution Implementation” Service Level. Specific size criteria and guidelines shall be maintained in the SMM. METRIC INCLUSIONS and DATA SOURCES Each proposal submitted to DCS Customers will be counted as a measurable event. If there are multiple proposals for one request due to requirements changes then subsequent iterations will be counted as another event. Each will count as an event and an opportunity to succeed or fail. METRIC EXCLUSIONS Service Requests HOURS OF MEASUREMENT 24 DAYS OF MEASUREMENT 365(366) MINIMUM SERVICE LEVEL 90.0091.43% EXPECTED SERVICE LEVEL 95.0096.36% ALGORITHM The Service Level calculation for “Solution Proposal Delivery – Data CenterNetwork” is the total number of solution proposals that are delivered within the committed timeframes, divided by the total number of delivered proposals plus the total number of open proposals that have exceeded the committed timeframes, with the result expressed as a percentage. For purposes of clarity, note the following: (a) if a solution proposal request is opened within the current Measurement Window, but its relevant committed timeframe extends beyond the end of the current Measurement Window, then it is excluded from the current Measurement Window’s calculation (unless such request is actually delivered in the current Measurement Window, in which case it is included in the current Measurement Window’s calculation) (b) an open solution proposal request that has exceeded the committed timeframe is also carried forward into subsequent Measurement Windows as a breach until delivered; if it is resolved within twenty- eight (28) days following its relevant committed timeframe, it is excluded from the subsequent Measurement Window; otherwise, it is counted as failed to meet the committed timeframes in each subsequent Measurement Window’s calculation until delivered. COLLECTION PROCESS Solution proposal requests will be logged and tracked in the Digital MSI ITSM SystemService Management system. Solution proposal requests will be categorized and assigned to teams who will work to deliver a proposal and progress the ticket through the service request management lifecycle. Solution proposal data will be uploaded to ServiceFlow Digital MSI Service Level Management Reporting system on a daily basis. ServiceFlow Digital MSI Service Level Management Reporting system will filter service request tickets based on appropriate measurement criteria. REPORTING TOOLS  Digital MSI ITSM Service Management system  Digital MSI ServiceFlow Service Level Management Reporting system RAW DATA STORAGE (ARCHIVES) Data used to calculate the SLA results for reporting will be stored in the ServiceFlow application databaseDigital MSI Service Level Management Reporting system, which will be accessible to authorized users via inherent report drill-down functionality for a rolling 13 months. An additional 23 months of data is archived and can be made available via ServiceFlow Digital MSI Service Level Management Reporting system upon request by DIR. PERFORMANCE CATEGORY Cross Functional METRIC OWNER METRIC REPORTING Monthly Quarterly Semi Annual Solution Implementation – Data Center Network 3-A R1.3.3D R1.3.3N 0 SERVICE LEVEL TYPE Critical Service Level CURRENTLY MEASURED No SHARE TYPE and CORRESPONDING METRIC(S) R MSI: R1.3.3E Solution Implementation – Enterprise METRIC DESCRIPTION The Service Level for “Solution Implementation – Data CenterNetwork” measures the percentage of time Service Provider successfully implements a Solution Request within the committed timeframe. All phases of the Solution implementation process from DIR assignment of the project to the project pool through successful implementation (which requires DCS Customer acceptance) into production are included in this measure. METRIC INCLUSIONS and DATA SOURCES The committed timeframe is that timeframe specified in the proposal (as further described in the “Solution Proposal Delivery” Service Level) or otherwise as agreed by the requester. METRIC EXCLUSIONS Service Requests HOURS OF MEASUREMENT N/A DAYS OF MEASUREMENT N/A MINIMUM SERVICE LEVEL 90.0090.98% EXPECTED SERVICE LEVEL 95.0095.50% ALGORITHM The Service Level calculation for “Solution Implementation – Data CenterNetwork” is the total number of projects that are successfully implemented within the committed timeframes, divided by the total number of projects implemented plus the total number of projects that have passed the committed timeframe, with the result expressed as a percentage. Projects are will be reported in the Measurement Window in which the associated Change ticket is closed, allowing sufficient time to determine if the project was successful.. For purposes of clarity, note the following: (a) if a project is assigned within the current Measurement Window, but its relevant committed timeframe extends beyond the end of the current Measurement Window, then it is excluded from the current Measurement Window’s calculation (unless such project is actually implemented in the current Measurement Window, in which case it is included in the current Measurement Window’s calculation) (b) an uncompleted project is also carried forward into subsequent Measurement Windows as a breach until implemented; if it is resolved within twenty-eight (28) days following its relevant committed timeframe, it is excluded from the subsequent Measurement Window; otherwise, it is counted as failed to meet the committed timeframes in each subsequent Measurement Window’s calculation until implemented. COLLECTION PROCESS When a solution proposal is approved a Change ticket of type project Project will be automatically generated created by the MSI Program Manager in the Digital MSI ITSM Service Management system. Design requirements will be attached to the Change record. Final sign-off documents will be attached by the SCP when the project is accepted as complete. Upon completion of the post implementation review the MSI Change Program Manager will close the Change ticket. Solution implementation data will be uploaded from ITSM to ServiceFlow Digital MSI Service Level Management Reporting system on a daily basis. ServiceFlow Digital MSI Service Level Management Reporting system will filter change tickets based on appropriate measurement criteria. REPORTING TOOLS  Digital MSI ITSM Service Management system  Digital MSI ServiceFlow Service Level Management Reporting system RAW DATA STORAGE (ARCHIVES) Data used to calculate the SLA results for reporting will be stored in the ServiceFlow application databaseDigital MSI Service Level Management Reporting system, which will be accessible to authorized users via inherent report drill-down functionality for a rolling 13 months. An additional 23 months of data is archived and can be made available via ServiceFlow Digital MSI Service Level Management Reporting system upon request by DIR. PERFORMANCE CATEGORY Cross Functional METRIC OWNER METRIC REPORTING Monthly Quarterly Semi Annual CMDB Accuracy License and Maintenance Renewal Timeliness – Data Center Network 3-A R1.3.4D 11/01/2012 R1.3.5N 0 SERVICE LEVEL TYPE Critical Service Level CURRENTLY MEASURED Yes: 12+ months of data available

METRIC EXCLUSIONS. HOURS OF MEASUREMENT As maintained in SMM DAYS OF MEASUREMENT As maintained in SMM MINIMUM SERVICE LEVEL 90.00% EXPECTED SERVICE LEVEL 95.00% ALGORITHM The Service Level calculation for “Service Request – Data Center” is the total number of Service Requests that are resolved within the committed timeframes, divided by the total number of resolved Service Requests plus the total number of open Service Requests that have exceeded the committed timeframes, with the result expressed as a percentage. For purposes of clarity, note the following: (a) if a Service Request is opened within the current Measurement Window, but its relevant committed timeframe extends beyond the end of the current Measurement Window, then it is excluded from the current Measurement Window’s calculation (unless such Service Request is actually resolved in the current Measurement Window, in which case it is included in the current Measurement Window’s calculation) (b) an open Service Request that has exceeded the committed timeframe is also carried forward into subsequent Measurement Windows until resolved; it is counted as failed to meet the committed timeframes in each subsequent Measurement Window’s calculation until resolved. A low volume alternative calculation, set forth in Attachment 3-A, shall apply when the total volume of Service Requests falls within the volume (denominator) ranges specified in that Attachment. COLLECTION PROCESS Service Requests that do not require solution proposal development will be logged and tracked in the MSI ITSM System. Service Requests will be categorized and assigned to resolver teams who will work to fulfill the Service Request and progress the ticket through the service request management lifecycle. Service Request data will be uploaded to ServiceFlow on a daily basis. ServiceFlow will filter service request tickets based on appropriate measurement criteria. REPORTING TOOLS  MSI ITSM  MSI ServiceFlow RAW DATA STORAGE (ARCHIVES) Data used to calculate the SLA results for reporting will be stored in the ServiceFlow application database, which will be accessible to authorized users via inherent report drill-down functionality for a rolling 13 months. An additional 23 months of data is archived and can be made available via ServiceFlow upon request by DIR. PERFORMANCE CATEGORY Cross Functional METRIC OWNER METRIC REPORTING Monthly Quarterly Semi Annual Solution Proposal Delivery – Data Center 3-A R1.3.2D 0 SERVICE LEVEL TYPE Critical Service Level CURRENTLY MEASURED No SHARE TYPE and CORRESPONDING METRIC(S) R MSI: R1.3.2E Solution Proposal Delivery – Enterprise METRIC DESCRIPTION The Service Level for “Solution Proposal Delivery – Data Center” measures the percentage of time Service Provider delivers a viable proposal to DIR Customers within the committed timeframes, in response to a Solution Request. Requests are worked in the approved prioritization order Following receipt of the DCS Customer. Following validation of requirements by the PMO teamrequirements, the Service Provider shall deliver a proposal for each request within the timeframes as listed below:  Small within 11 business 15 calendar days  Medium within 22 business 30 calendar days  Large within 33 business 45 calendar days  Very Large within 44 business 60 calendar days When a proposal is delivered, it must include a committed timeframe for project implementation specified as Business Days from the time the project is assigned to the project pool to the implementation completion. This committed number of Business Days will be used in the “Solution Implementation” Service Level. Specific size criteria and guidelines shall be maintained in the SMM. METRIC INCLUSIONS and DATA SOURCES Each proposal submitted to DCS DIR Customers will be counted as a measurable event. If there are multiple proposals for one request due to requirements changes then subsequent iterations will be counted as another event. Each will count as an event and an opportunity to succeed or fail. METRIC EXCLUSIONS Service Requests HOURS OF MEASUREMENT 24 DAYS OF MEASUREMENT 365(366) MINIMUM SERVICE LEVEL 90.00% EXPECTED SERVICE LEVEL 95.00% ALGORITHM The Service Level calculation for “Solution Proposal Delivery – Data Center” is the total number of solution proposals that are delivered within the committed timeframes, divided by the total number of delivered proposals plus the total number of open proposals that have exceeded the committed timeframes, with the result expressed as a percentage. For purposes of clarity, note the following: (a) if a solution proposal request is opened within the current Measurement Window, but its relevant committed timeframe extends beyond the end of the current Measurement Window, then it is excluded from the current Measurement Window’s calculation (unless such request is actually delivered in the current Measurement Window, in which case it is included in the current Measurement Window’s calculation) (b) an open solution proposal request that has exceeded the committed timeframe is also carried forward into subsequent Measurement Windows until delivered; it is counted as failed to meet the committed timeframes in each subsequent Measurement Window’s calculation until delivered. COLLECTION PROCESS Solution proposal requests will be logged and tracked in the MSI ITSM System. Solution proposal requests will be categorized and assigned to teams who will work to deliver a proposal and progress the ticket through the service request management lifecycle. Solution proposal data will be uploaded to ServiceFlow on a daily basis. ServiceFlow will filter service request tickets based on appropriate measurement criteria. REPORTING TOOLS  MSI ITSM  MSI ServiceFlow RAW DATA STORAGE (ARCHIVES) Data used to calculate the SLA results for reporting will be stored in the ServiceFlow application database, which will be accessible to authorized users via inherent report drill-down functionality for a rolling 13 months. An additional 23 months of data is archived and can be made available via ServiceFlow upon request by DIR. PERFORMANCE CATEGORY Cross Functional METRIC OWNER METRIC REPORTING Monthly Quarterly Semi Annual Solution Implementation – Data Center 3-A R1.3.3D 0 SERVICE LEVEL TYPE Critical Service Level CURRENTLY MEASURED No SHARE TYPE and CORRESPONDING METRIC(S) R MSI: R1.3.3E Solution Implementation – Enterprise METRIC DESCRIPTION The Service Level for “Solution Implementation – Data Center” measures the percentage of time Service Provider successfully implements a Solution Request within the committed timeframe. All phases of the Solution implementation process from DIR assignment of the project to the project pool through successful implementation (which requires DCS DIR Customer acceptance) into production are included in this measure. METRIC INCLUSIONS and DATA SOURCES The committed timeframe is that timeframe specified in the proposal (as further described in the “Solution Proposal Delivery” Service Level) or otherwise as agreed by the requester. METRIC EXCLUSIONS Service Requests HOURS OF MEASUREMENT N/A DAYS OF MEASUREMENT N/A MINIMUM SERVICE LEVEL 90.00% EXPECTED SERVICE LEVEL 95.00% ALGORITHM The Service Level calculation for “Solution Implementation – Data Center” is the total number of projects that are successfully implemented within the committed timeframes, divided by the total number of projects implemented plus the total number of projects that have passed the committed timeframe, with the result expressed as a percentage. Projects are reported in the Measurement Window in which the associated Change ticket is closed, allowing sufficient time to determine if the project was successful.. For purposes of clarity, note the following: (a) if a project is assigned within the current Measurement Window, but its relevant committed timeframe extends beyond the end of the current Measurement Window, then it is excluded from the current Measurement Window’s calculation (unless such project is actually implemented in the current Measurement Window, in which case it is included in the current Measurement Window’s calculation) (b) an uncompleted project is also carried forward into subsequent Measurement Windows until implemented; it is counted as failed to meet the committed timeframes in each subsequent Measurement Window’s calculation until implemented. COLLECTION PROCESS When a solution proposal is approved a Change ticket of type project will be automatically generated in the MSI ITSM system. Design requirements will be attached to the Change record. Final sign-off documents will be attached by the SCP when the project is accepted as complete. Upon completion of the post implementation review the MSI Change Manager will close the Change ticket. Solution implementation data will be uploaded from ITSM to ServiceFlow on a daily basis. ServiceFlow will filter change tickets based on appropriate measurement criteria. REPORTING TOOLS  MSI ITSM  MSI ServiceFlow RAW DATA STORAGE (ARCHIVES) Data used to calculate the SLA results for reporting will be stored in the ServiceFlow application database, which will be accessible to authorized users via inherent report drill-down functionality for a rolling 13 months. An additional 23 months of data is archived and can be made available via ServiceFlow upon request by DIR. PERFORMANCE CATEGORY Cross Functional METRIC OWNER METRIC REPORTING Monthly Quarterly Semi Annual CMDB Accuracy – Data Center 3-A R1.3.4D 11/01/2012 SERVICE LEVEL TYPE Critical Service Level CURRENTLY MEASURED Yes

METRIC EXCLUSIONS. HOURS OF MEASUREMENT As maintained in SMM DAYS OF MEASUREMENT As maintained in SMM MINIMUM SERVICE LEVEL 90.00% EXPECTED SERVICE LEVEL 95.00% ALGORITHM The Service Level calculation for “Service Request – Data CenterNetwork” is the total number of Service Requests that are resolved within the committed timeframes, divided by the total number of resolved Service Requests plus the total number of open Service Requests that have exceeded the committed timeframes, with the result expressed as a percentage. For purposes of clarity, note the following: (a) if a Service Request is opened within the current Measurement Window, but its relevant committed timeframe extends beyond the end of the current Measurement Window, then it is excluded from the current Measurement Window’s calculation (unless such Service Request is actually resolved in the current Measurement Window, in which case it is included in the current Measurement Window’s calculation) (b) an open Service Request that has exceeded the committed timeframe is also carried forward into subsequent Measurement Windows until resolved; it is counted as failed to meet the committed timeframes in each subsequent Measurement Window’s calculation until resolved. COLLECTION PROCESS Service Requests that do not require solution proposal development will be logged and tracked in the MSI ITSM System. Service Requests will be categorized and assigned to resolver teams who will work to fulfill the Service Request and progress the ticket through the service request management lifecycle. Service Request data will be uploaded to ServiceFlow on a daily basis. ServiceFlow will filter service request tickets based on appropriate measurement criteria. REPORTING TOOLS  MSI ITSM  MSI ServiceFlow RAW DATA STORAGE (ARCHIVES) Data used to calculate the SLA results for reporting will be stored in the ServiceFlow application database, which will be accessible to authorized users via inherent report drill-down functionality for a rolling 13 months. An additional 23 months of data is archived and can be made available via ServiceFlow upon request by DIR. PERFORMANCE CATEGORY Cross Functional METRIC OWNER METRIC REPORTING Monthly Quarterly Semi Annual Solution Proposal Delivery – Data Center Network 3-A R1.3.2D R1.3.2N 0 SERVICE LEVEL TYPE Critical Service Level CURRENTLY MEASURED No SHARE TYPE and CORRESPONDING METRIC(S) R MSI: R1.3.2E Solution Proposal Delivery – Enterprise METRIC DESCRIPTION The Service Level for “Solution Proposal Delivery – Data CenterNetwork” measures the percentage of time Service Provider delivers a viable proposal to DIR Customers within the committed timeframes, in response to a Solution Requestsolution request. Requests are worked in the approved prioritization order of the DCS Customer. Following validation of requirements by the PMO team, the Service Provider shall deliver a proposal for each request within the timeframes as listed below:  Small within 11 business days  Medium within 22 business days  Large within 33 business days  Very Large within 44 business days When a proposal is delivered, it must include a committed timeframe for project implementation specified as Business Days from the time the project is assigned to the project pool to the implementation completion. This committed number of Business Days will be used in the “Solution Implementation” Service Level. Specific size criteria and guidelines shall be maintained in the SMM. METRIC INCLUSIONS and DATA SOURCES Each proposal submitted to DCS DIR Customers will be counted as a measurable event. If there are multiple proposals for one request due to requirements changes then subsequent iterations will be counted as another event. Each will count as an event and an opportunity to succeed or fail. METRIC EXCLUSIONS Service Requests HOURS OF MEASUREMENT 24 DAYS OF MEASUREMENT 365(366) MINIMUM SERVICE LEVEL 90.00% EXPECTED SERVICE LEVEL 95.00% ALGORITHM The Service Level calculation for “Solution Proposal Delivery – Data CenterNetwork” is the total number of solution proposals that are delivered within the committed timeframes, divided by the total number of delivered proposals plus the total number of open proposals that have exceeded the committed timeframes, with the result expressed as a percentage. For purposes of clarity, note the following: (a) if a solution proposal request is opened within the current Measurement Window, but its relevant committed timeframe extends beyond the end of the current Measurement Window, then it is excluded from the current Measurement Window’s calculation (unless such request is actually delivered in the current Measurement Window, in which case it is included in the current Measurement Window’s calculation) (b) an open solution proposal request that has exceeded the committed timeframe is also carried forward into subsequent Measurement Windows until delivered; it is counted as failed to meet the committed timeframes in each subsequent Measurement Window’s calculation until delivered. COLLECTION PROCESS Solution proposal requests will be logged and tracked in the MSI ITSM System. Solution proposal requests will be categorized and assigned to teams who will work to deliver a proposal and progress the ticket through the service request management lifecycle. Solution proposal data will be uploaded to ServiceFlow on a daily basis. ServiceFlow will filter service request tickets based on appropriate measurement criteria. REPORTING TOOLS  MSI ITSM  MSI ServiceFlow RAW DATA STORAGE (ARCHIVES) Data used to calculate the SLA results for reporting will be stored in the ServiceFlow application database, which will be accessible to authorized users via inherent report drill-down functionality for a rolling 13 months. An additional 23 months of data is archived and can be made available via ServiceFlow upon request by DIR. PERFORMANCE CATEGORY Cross Functional METRIC OWNER METRIC REPORTING Monthly Quarterly Semi Annual Solution Implementation – Data Center Network 3-A R1.3.3D R1.3.3N 0 SERVICE LEVEL TYPE Critical Service Level CURRENTLY MEASURED No SHARE TYPE and CORRESPONDING METRIC(S) R MSI: R1.3.3E Solution Implementation – Enterprise METRIC DESCRIPTION The Service Level for “Solution Implementation – Data CenterNetwork” measures the percentage of time Service Provider successfully implements a Solution Request within the committed timeframe. All phases of the Solution implementation process from DIR assignment of the project to the project pool through successful implementation (which requires DCS DIR Customer acceptance) into production are included in this measure. METRIC INCLUSIONS and DATA SOURCES The committed timeframe is that timeframe specified in the proposal (as further described in the “Solution Proposal Delivery” Service Level) or otherwise as agreed by the requester. METRIC EXCLUSIONS Service Requests HOURS OF MEASUREMENT N/A DAYS OF MEASUREMENT N/A MINIMUM SERVICE LEVEL 90.00% EXPECTED SERVICE LEVEL 95.00% ALGORITHM The Service Level calculation for “Solution Implementation – Data CenterNetwork” is the total number of projects that are successfully implemented within the committed timeframes, divided by the total number of projects implemented plus the total number of projects that have passed the committed timeframe, with the result expressed as a percentage. Projects are will be reported in the Measurement Window in which the associated Change ticket is closed, allowing sufficient time to determine if the project was successful.. For purposes of clarity, note the following: (a) if a project is assigned within the current Measurement Window, but its relevant committed timeframe extends beyond the end of the current Measurement Window, then it is excluded from the current Measurement Window’s calculation (unless such project is actually implemented in the current Measurement Window, in which case it is included in the current Measurement Window’s calculation) (b) an uncompleted project is also carried forward into subsequent Measurement Windows until implemented; it is counted as failed to meet the committed timeframes in each subsequent Measurement Window’s calculation until implemented. COLLECTION PROCESS When a solution proposal is approved a Change ticket of type project will be automatically generated in the MSI ITSM system. Design requirements will be attached to the Change record. Final sign-off documents will be attached by the SCP when the project is accepted as complete. Upon completion of the post implementation review the MSI Change Manager will close the Change ticket. Solution implementation data will be uploaded from ITSM to ServiceFlow on a daily basis. ServiceFlow will filter change tickets based on appropriate measurement criteria. REPORTING TOOLS  MSI ITSM  MSI ServiceFlow RAW DATA STORAGE (ARCHIVES) Data used to calculate the SLA results for reporting will be stored in the ServiceFlow application database, which will be accessible to authorized users via inherent report drill-down functionality for a rolling 13 months. An additional 23 months of data is archived and can be made available via ServiceFlow upon request by DIR. PERFORMANCE CATEGORY Cross Functional METRIC OWNER METRIC REPORTING Monthly Quarterly Semi Annual CMDB Accuracy – Data Center Network 3-A R1.3.4D R1.3.4N 11/01/2012 SERVICE LEVEL TYPE Critical Service Level CURRENTLY MEASURED Yes

METRIC EXCLUSIONS. HOURS OF MEASUREMENT As maintained in SMM DAYS OF MEASUREMENT As maintained in SMM MINIMUM SERVICE LEVEL 90.00% EXPECTED SERVICE LEVEL 95.00% ALGORITHM The Service Level calculation for “Service Request – Data Center” is the total number of Service Requests that are resolved within the committed timeframes, divided by the total number of resolved Service Requests plus the total number of open Service Requests that have exceeded the committed timeframes, with the result expressed as a percentage. For purposes of clarity, note the following: (a) if a Service Request is opened within the current Measurement Window, but its relevant committed timeframe extends beyond the end of the current Measurement Window, then it is excluded from the current Measurement Window’s calculation (unless such Service Request is actually resolved in the current Measurement Window, in which case it is included in the current Measurement Window’s calculation) (b) an open Service Request that has exceeded the committed timeframe is also carried forward into subsequent Measurement Windows until resolved; it is counted as failed to meet the committed timeframes in each subsequent Measurement Window’s calculation until resolved. COLLECTION PROCESS Service Requests that do not require solution proposal development will be logged and tracked in the MSI ITSM System. Service Requests will be categorized and assigned to resolver teams who will work to fulfill the Service Request and progress the ticket through the service request management lifecycle. Service Request data will be uploaded to ServiceFlow on a daily basis. ServiceFlow will filter service request tickets based on appropriate measurement criteria. REPORTING TOOLS  MSI ITSM  MSI ServiceFlow RAW DATA STORAGE (ARCHIVES) Data used to calculate the SLA results for reporting will be stored in the ServiceFlow application database, which will be accessible to authorized users via inherent report drill-down functionality for a rolling 13 months. An additional 23 months of data is archived and can be made available via ServiceFlow upon request by DIR. PERFORMANCE CATEGORY Cross Functional METRIC OWNER METRIC REPORTING Monthly Quarterly Semi Annual Solution Proposal Delivery – Data Center 3-A R1.3.2D 0 SERVICE LEVEL TYPE Critical Service Level CURRENTLY MEASURED No SHARE TYPE and CORRESPONDING METRIC(S) R MSI: R1.3.2E Solution Proposal Delivery – Enterprise METRIC DESCRIPTION The Service Level for “Solution Proposal Delivery – Data Center” measures the percentage of time Service Provider delivers a viable proposal to DIR Customers within the committed timeframes, in response to a Solution Request. Requests are worked in the approved prioritization order Following receipt of the DCS Customer. Following validation of requirements by the PMO teamrequirements, the Service Provider shall deliver a proposal for each request within the timeframes as listed below:  Small within 11 business 15 calendar days  Medium within 22 business 30 calendar days  Large within 33 business 45 calendar days  Very Large within 44 business 60 calendar days When a proposal is delivered, it must include a committed timeframe for project implementation specified as Business Days from the time the project is assigned to the project pool to the implementation completion. This committed number of Business Days will be used in the “Solution Implementation” Service Level. Specific size criteria and guidelines shall be maintained in the SMM. METRIC INCLUSIONS and DATA SOURCES Each proposal submitted to DCS DIR Customers will be counted as a measurable event. If there are multiple proposals for one request due to requirements changes then subsequent iterations will be counted as another event. Each will count as an event and an opportunity to succeed or fail. METRIC EXCLUSIONS Service Requests HOURS OF MEASUREMENT 24 DAYS OF MEASUREMENT 365(366) MINIMUM SERVICE LEVEL 90.00% EXPECTED SERVICE LEVEL 95.00% ALGORITHM The Service Level calculation for “Solution Proposal Delivery – Data Center” is the total number of solution proposals that are delivered within the committed timeframes, divided by the total number of delivered proposals plus the total number of open proposals that have exceeded the committed timeframes, with the result expressed as a percentage. For purposes of clarity, note the following: (a) if a solution proposal request is opened within the current Measurement Window, but its relevant committed timeframe extends beyond the end of the current Measurement Window, then it is excluded from the current Measurement Window’s calculation (unless such request is actually delivered in the current Measurement Window, in which case it is included in the current Measurement Window’s calculation) (b) an open solution proposal request that has exceeded the committed timeframe is also carried forward into subsequent Measurement Windows until delivered; it is counted as failed to meet the committed timeframes in each subsequent Measurement Window’s calculation until delivered. COLLECTION PROCESS Solution proposal requests will be logged and tracked in the MSI ITSM System. Solution proposal requests will be categorized and assigned to teams who will work to deliver a proposal and progress the ticket through the service request management lifecycle. Solution proposal data will be uploaded to ServiceFlow on a daily basis. ServiceFlow will filter service request tickets based on appropriate measurement criteria. REPORTING TOOLS  MSI ITSM  MSI ServiceFlow RAW DATA STORAGE (ARCHIVES) Data used to calculate the SLA results for reporting will be stored in the ServiceFlow application database, which will be accessible to authorized users via inherent report drill-down functionality for a rolling 13 months. An additional 23 months of data is archived and can be made available via ServiceFlow upon request by DIR. PERFORMANCE CATEGORY Cross Functional METRIC OWNER METRIC REPORTING Monthly Quarterly Semi Annual Solution Implementation – Data Center 3-A R1.3.3D 0 SERVICE LEVEL TYPE Critical Service Level CURRENTLY MEASURED No SHARE TYPE and CORRESPONDING METRIC(S) R MSI: R1.3.3E Solution Implementation – Enterprise METRIC DESCRIPTION The Service Level for “Solution Implementation – Data Center” measures the percentage of time Service Provider successfully implements a Solution Request within the committed timeframe. All phases of the Solution implementation process from DIR assignment of the project to the project pool through successful implementation (which requires DCS DIR Customer acceptance) into production are included in this measure. METRIC INCLUSIONS and DATA SOURCES The committed timeframe is that timeframe specified in the proposal (as further described in the “Solution Proposal Delivery” Service Level) or otherwise as agreed by the requester. METRIC EXCLUSIONS Service Requests HOURS OF MEASUREMENT N/A DAYS OF MEASUREMENT N/A MINIMUM SERVICE LEVEL 90.00% EXPECTED SERVICE LEVEL 95.00% ALGORITHM The Service Level calculation for “Solution Implementation – Data Center” is the total number of projects that are successfully implemented within the committed timeframes, divided by the total number of projects implemented plus the total number of projects that have passed the committed timeframe, with the result expressed as a percentage. Projects are reported in the Measurement Window in which the associated Change ticket is closed, allowing sufficient time to determine if the project was successful.. For purposes of clarity, note the following: (a) if a project is assigned within the current Measurement Window, but its relevant committed timeframe extends beyond the end of the current Measurement Window, then it is excluded from the current Measurement Window’s calculation (unless such project is actually implemented in the current Measurement Window, in which case it is included in the current Measurement Window’s calculation) (b) an uncompleted project is also carried forward into subsequent Measurement Windows until implemented; it is counted as failed to meet the committed timeframes in each subsequent Measurement Window’s calculation until implemented. COLLECTION PROCESS When a solution proposal is approved a Change ticket of type project will be automatically generated in the MSI ITSM system. Design requirements will be attached to the Change record. Final sign-off documents will be attached by the SCP when the project is accepted as complete. Upon completion of the post implementation review the MSI Change Manager will close the Change ticket. Solution implementation data will be uploaded from ITSM to ServiceFlow on a daily basis. ServiceFlow will filter change tickets based on appropriate measurement criteria. REPORTING TOOLS  MSI ITSM  MSI ServiceFlow RAW DATA STORAGE (ARCHIVES) Data used to calculate the SLA results for reporting will be stored in the ServiceFlow application database, which will be accessible to authorized users via inherent report drill-down functionality for a rolling 13 months. An additional 23 months of data is archived and can be made available via ServiceFlow upon request by DIR. PERFORMANCE CATEGORY Cross Functional METRIC OWNER METRIC REPORTING Monthly Quarterly Semi Annual CMDB Accuracy – Data Center 3-A R1.3.4D 11/01/2012 SERVICE LEVEL TYPE Critical Service Level CURRENTLY MEASURED Yes