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 91.50% EXPECTED SERVICE LEVEL 96.00% ALGORITHM The Service Level calculation for “Service Request Fulfillment– Data Center” is the total number of Service Requests that are completed within the committed timeframes, divided by the total number of 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 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 completed; 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 completed. 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 Service 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 Digital MSI Service Level Management Reporting system on a daily basis. Digital MSI Service Level Management Reporting system will filter service request tickets based on appropriate measurement criteria. REPORTING TOOLS  Digital MSI Service Management system  Digital MSI Service Level Management Reporting system RAW DATA STORAGE (ARCHIVES) Data used to calculate the SLA results for reporting will be stored in the Digital 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 Digital MSI Service Level Management Reporting system upon request by DIR. PERFORMANCE CATEGORY Cross Functional METRIC OWNER METRIC REPORTING Monthly Quarterly Semi Annual C.4 Solution Proposal Delivery – Data Center SERVICE LEVEL NAME EXHIBIT NUMBER SECTION REFERENCE START DATE 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: 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 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  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 91.43% EXPECTED SERVICE LEVEL 96.36% 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 Service 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 Digital MSI Service Level Management Reporting system on a daily basis. Digital MSI Service Level Management Reporting system will filter service request tickets based on appropriate measurement criteria. REPORTING TOOLS  Digital MSI Service Management system  Digital MSI Service Level Management Reporting system RAW DATA STORAGE (ARCHIVES) Data used to calculate the SLA results for reporting will be stored in the Digital 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 Digital MSI Service Level Management Reporting system upon request by DIR. PERFORMANCE CATEGORY Cross Functional METRIC OWNER METRIC REPORTING Monthly Quarterly Semi Annual C.5 Solution Implementation – Data Center SERVICE LEVEL NAME EXHIBIT NUMBER SECTION REFERENCE START DATE 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: 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 N/A HOURS OF MEASUREMENT N/A DAYS OF MEASUREMENT N/A MINIMUM SERVICE LEVEL 90.98% 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 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 Project (PPM) ticket of type Project will be created by the MSI Program Manager in the Digital MSI Service Management system. 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 Program Manager will close the Project (PPM) ticket. Solution implementation data will be uploaded from ITSM to Digital MSI Service Level Management Reporting system on a daily basis. Digital MSI Service Level Management Reporting system will filter change tickets based on appropriate measurement criteria. REPORTING TOOLS  Digital MSI Service Management system  Digital MSI Service Level Management Reporting system RAW DATA STORAGE (ARCHIVES) Data used to calculate the SLA results for reporting will be stored in the Digital 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 Digital MSI Service Level Management Reporting system upon request by DIR. PERFORMANCE CATEGORY Cross Functional METRIC OWNER METRIC REPORTING Monthly Quarterly Semi Annual C.6 License and Maintenance Renewal Timeliness – Data Center SERVICE LEVEL NAME EXHIBIT NUMBER SECTION REFERENCE START DATE License and Maintenance Renewal Timeliness – Data Center 3-A 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 91.5090.00% EXPECTED SERVICE LEVEL 96.0095.00% ALGORITHM The Service Level calculation for “Service Request Fulfillment– Data CenterNetwork” is the total number of Service Requests that are completed resolved within the committed timeframes, divided by the total number of completed 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 completed 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 completedresolved; 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 completedresolved. 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 Service Management systemITSM 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 Digital MSI Service Level Management Reporting system ServiceFlow on a daily basis. Digital MSI Service Level Management Reporting system ServiceFlow will filter service request tickets based on appropriate measurement criteria. REPORTING TOOLS  Digital MSI Service Management system ITSM  Digital MSI Service Level Management Reporting system ServiceFlow RAW DATA STORAGE (ARCHIVES) Data used to calculate the SLA results for reporting will be stored in the Digital MSI Service Level Management Reporting systemServiceFlow 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 Digital MSI Service Level Management Reporting system ServiceFlow upon request by DIR. PERFORMANCE CATEGORY Cross Functional METRIC OWNER METRIC REPORTING Monthly Quarterly Semi Annual C.4 E.4 Solution Proposal Delivery – Data Center Network SERVICE LEVEL NAME EXHIBIT NUMBER SECTION REFERENCE START DATE 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 DCS 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 Days 15 calendar days  Medium within 22 Business Days 30 calendar days  Large within 33 Business Days 45 calendar days  Very Large within 44 Business Days 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 91.4390.00% EXPECTED SERVICE LEVEL 96.3695.00% 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 Digital MSI Service Management systemITSM 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 Digital MSI Service Level Management Reporting system ServiceFlow on a daily basis. Digital MSI Service Level Management Reporting system ServiceFlow will filter service request tickets based on appropriate measurement criteria. REPORTING TOOLS  Digital MSI Service Management system ITSM  Digital MSI Service Level Management Reporting system ServiceFlow RAW DATA STORAGE (ARCHIVES) Data used to calculate the SLA results for reporting will be stored in the Digital MSI Service Level Management Reporting systemServiceFlow 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 Digital MSI Service Level Management Reporting system ServiceFlow upon request by DIR. PERFORMANCE CATEGORY Cross Functional METRIC OWNER METRIC REPORTING Monthly Quarterly Semi Annual C.5 E.5 Solution Implementation – Data Center Network SERVICE LEVEL NAME EXHIBIT NUMBER SECTION REFERENCE START DATE 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 N/A Service Requests HOURS OF MEASUREMENT N/A DAYS OF MEASUREMENT N/A MINIMUM SERVICE LEVEL 90.9890.00% 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 Project (PPM) 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 Project (PPM) Change ticket of type Project project will be created by automatically generated in the MSI Program Manager in ITSM system. Design requirements will be attached to the Digital MSI Service Management systemChange 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 Program Change Manager will close the Project (PPM) Change ticket. Solution implementation data will be uploaded from ITSM to Digital MSI Service Level Management Reporting system ServiceFlow on a daily basis. Digital MSI Service Level Management Reporting system ServiceFlow will filter change tickets based on appropriate measurement criteria. REPORTING TOOLS  Digital MSI Service Management system ITSM  Digital MSI Service Level Management Reporting system ServiceFlow RAW DATA STORAGE (ARCHIVES) Data used to calculate the SLA results for reporting will be stored in the Digital MSI Service Level Management Reporting systemServiceFlow 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 Digital MSI Service Level Management Reporting system ServiceFlow upon request by DIR. PERFORMANCE CATEGORY Cross Functional METRIC OWNER METRIC REPORTING Monthly Quarterly Semi Annual C.6 License and Maintenance Renewal Timeliness E.6 CMDB Accuracy – Data Center Network SERVICE LEVEL NAME EXHIBIT NUMBER SECTION REFERENCE START DATE License and Maintenance Renewal Timeliness CMDB Accuracy – Data Center Network 3-A R1.3.5D 0 R1.3.4N 11/01/2012 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 91.5090.00% EXPECTED SERVICE LEVEL 96.0095.00% ALGORITHM The Service Level calculation for “Service Request Fulfillment– Data CenterNetwork” is the total number of Service Requests that are completed resolved within the committed timeframes, divided by the total number of completed 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 completed 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 completedresolved; 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 completed. 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 Attachmentresolved. COLLECTION PROCESS Service Requests that do not require solution proposal development will be logged and tracked in the Digital MSI Service Management systemITSM 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 Digital MSI Service Level Management Reporting system ServiceFlow on a daily basis. Digital MSI Service Level Management Reporting system ServiceFlow will filter service request tickets based on appropriate measurement criteria. REPORTING TOOLS  Digital MSI Service Management system ITSM  Digital MSI Service Level Management Reporting system ServiceFlow RAW DATA STORAGE (ARCHIVES) Data used to calculate the SLA results for reporting will be stored in the Digital MSI Service Level Management Reporting systemServiceFlow 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 Digital MSI Service Level Management Reporting system ServiceFlow upon request by DIR. PERFORMANCE CATEGORY Cross Functional METRIC OWNER METRIC REPORTING Monthly Quarterly Semi Annual C.4 E.4 Solution Proposal Delivery – Data Center Network SERVICE LEVEL NAME EXHIBIT NUMBER SECTION REFERENCE START DATE 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 DCS 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 Days 15 calendar days  Medium within 22 Business Days 30 calendar days  Large within 33 Business Days 45 calendar days  Very Large within 44 Business Days 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 91.4390.00% EXPECTED SERVICE LEVEL 96.3695.00% 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 Digital MSI Service Management systemITSM 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 Digital MSI Service Level Management Reporting system ServiceFlow on a daily basis. Digital MSI Service Level Management Reporting system ServiceFlow will filter service request tickets based on appropriate measurement criteria. REPORTING TOOLS  Digital MSI Service Management system ITSM  Digital MSI Service Level Management Reporting system ServiceFlow RAW DATA STORAGE (ARCHIVES) Data used to calculate the SLA results for reporting will be stored in the Digital MSI Service Level Management Reporting systemServiceFlow 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 Digital MSI Service Level Management Reporting system ServiceFlow upon request by DIR. PERFORMANCE CATEGORY Cross Functional METRIC OWNER METRIC REPORTING Monthly Quarterly Semi Annual C.5 E.5 Solution Implementation – Data Center Network SERVICE LEVEL NAME EXHIBIT NUMBER SECTION REFERENCE START DATE 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 N/A Service Requests HOURS OF MEASUREMENT N/A DAYS OF MEASUREMENT N/A MINIMUM SERVICE LEVEL 90.9890.00% 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 Project (PPM) 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 Project (PPM) Change ticket of type Project project will be created by automatically generated in the MSI Program Manager in ITSM system. Design requirements will be attached to the Digital MSI Service Management systemChange 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 Program Change Manager will close the Project (PPM) Change ticket. Solution implementation data will be uploaded from ITSM to Digital MSI Service Level Management Reporting system ServiceFlow on a daily basis. Digital MSI Service Level Management Reporting system ServiceFlow will filter change tickets based on appropriate measurement criteria. REPORTING TOOLS  Digital MSI Service Management system ITSM  Digital MSI Service Level Management Reporting system ServiceFlow RAW DATA STORAGE (ARCHIVES) Data used to calculate the SLA results for reporting will be stored in the Digital MSI Service Level Management Reporting systemServiceFlow 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 Digital MSI Service Level Management Reporting system ServiceFlow upon request by DIR. PERFORMANCE CATEGORY Cross Functional METRIC OWNER METRIC REPORTING Monthly Quarterly Semi Annual C.6 License and Maintenance Renewal Timeliness E.6 CMDB Accuracy – Data Center Network SERVICE LEVEL NAME EXHIBIT NUMBER SECTION REFERENCE START DATE License and Maintenance Renewal Timeliness CMDB Accuracy – Data Center Network 3-A R1.3.5D 0 R1.3.4N 11/01/2012 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 91.5090.98% EXPECTED SERVICE LEVEL 96.0095.95% ALGORITHM The Service Level calculation for “Service Request Fulfillment– Data CenterNetwork” is the total number of Service Requests that are completed resolved within the committed timeframes, divided by the total number of completed 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 completed 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 completedresolved; if it is completed resolved within twenty-eight (28) days following its relevant completion 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 completedresolved. 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 Service Management systemITSM 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 Digital MSI Service Level Management Reporting system ServiceFlow on a daily basis. Digital MSI Service Level Management Reporting system ServiceFlow will filter service request tickets based on appropriate measurement criteria. REPORTING TOOLS  Digital MSI Service Management system ITSM  Digital MSI Service Level Management Reporting system ServiceFlow RAW DATA STORAGE (ARCHIVES) Data used to calculate the SLA results for reporting will be stored in the Digital MSI Service Level Management Reporting systemServiceFlow 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 Digital MSI Service Level Management Reporting system ServiceFlow upon request by DIR. PERFORMANCE CATEGORY Cross Functional METRIC OWNER METRIC REPORTING Monthly Quarterly Semi Annual C.4 E.4 Solution Proposal Delivery – Data Center Network SERVICE LEVEL NAME EXHIBIT NUMBER SECTION REFERENCE START DATE 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 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  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 91.4390.00% EXPECTED SERVICE LEVEL 96.3695.00% 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 Digital MSI Service Management systemITSM 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 Digital MSI Service Level Management Reporting system ServiceFlow on a daily basis. Digital MSI Service Level Management Reporting system ServiceFlow will filter service request tickets based on appropriate measurement criteria. REPORTING TOOLS  Digital MSI Service Management system ITSM  Digital MSI Service Level Management Reporting system ServiceFlow RAW DATA STORAGE (ARCHIVES) Data used to calculate the SLA results for reporting will be stored in the Digital MSI Service Level Management Reporting systemServiceFlow 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 Digital MSI Service Level Management Reporting system ServiceFlow upon request by DIR. PERFORMANCE CATEGORY Cross Functional METRIC OWNER METRIC REPORTING Monthly Quarterly Semi Annual C.5 E.5 Solution Implementation – Data Center Network SERVICE LEVEL NAME EXHIBIT NUMBER SECTION REFERENCE START DATE 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 N/A Service Requests HOURS OF MEASUREMENT N/A DAYS OF MEASUREMENT N/A MINIMUM SERVICE LEVEL 90.9890.00% 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 Project (PPM) 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 Project (PPM) Change ticket of type Project will be created by the MSI Program Manager in the Digital MSI Service Management ITSM system. 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 Program Manager will close the Project (PPM) Change ticket. Solution implementation data will be uploaded from ITSM to Digital MSI Service Level Management Reporting system ServiceFlow on a daily basis. Digital MSI Service Level Management Reporting system ServiceFlow will filter change tickets based on appropriate measurement criteria. REPORTING TOOLS  Digital MSI Service Management system ITSM  Digital MSI Service Level Management Reporting system ServiceFlow RAW DATA STORAGE (ARCHIVES) Data used to calculate the SLA results for reporting will be stored in the Digital MSI Service Level Management Reporting systemServiceFlow 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 Digital MSI Service Level Management Reporting system ServiceFlow upon request by DIR. PERFORMANCE CATEGORY Cross Functional METRIC OWNER METRIC REPORTING Monthly Quarterly Semi Annual C.6 License and Maintenance Renewal Timeliness – Data Center SERVICE LEVEL NAME EXHIBIT NUMBER SECTION REFERENCE START DATE License and Maintenance Renewal Timeliness – Data Center 3-A R1.3.5D 0 SERVICE LEVEL TYPE Critical Service Level CURRENTLY MEASURED Yes: 12+ months of data availableAnnual

METRIC EXCLUSIONS. HOURS OF MEASUREMENT As maintained in SMM DAYS OF MEASUREMENT As maintained in SMM MINIMUM SERVICE LEVEL 91.5090.00% EXPECTED SERVICE LEVEL 96.0095.00% ALGORITHM The Service Level calculation for “Service Request Fulfillment– Data Center” is the total number of Service Requests that are completed resolved within the committed timeframes, divided by the total number of completed 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 completed 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 completedresolved; 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 completed. 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 Attachmentresolved. COLLECTION PROCESS Service Requests that do not require solution proposal development will be logged and tracked in the Digital MSI Service Management systemITSM 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 Digital MSI Service Level Management Reporting system ServiceFlow on a daily basis. Digital MSI Service Level Management Reporting system ServiceFlow will filter service request tickets based on appropriate measurement criteria. REPORTING TOOLS  Digital MSI Service Management system ITSM  Digital MSI Service Level Management Reporting system ServiceFlow RAW DATA STORAGE (ARCHIVES) Data used to calculate the SLA results for reporting will be stored in the Digital MSI Service Level Management Reporting systemServiceFlow 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 Digital MSI Service Level Management Reporting system ServiceFlow upon request by DIR. PERFORMANCE CATEGORY Cross Functional METRIC OWNER METRIC REPORTING Monthly Quarterly Semi Annual C.4 Solution Proposal Delivery – Data Center SERVICE LEVEL NAME EXHIBIT NUMBER SECTION REFERENCE START DATE 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 DCS 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 Days 15 calendar days  Medium within 22 Business Days 30 calendar days  Large within 33 Business Days 45 calendar days  Very Large within 44 Business Days 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 91.4390.00% EXPECTED SERVICE LEVEL 96.3695.00% 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 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 Service Management systemITSM 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 Digital MSI Service Level Management Reporting system ServiceFlow on a daily basis. Digital MSI Service Level Management Reporting system ServiceFlow will filter service request tickets based on appropriate measurement criteria. REPORTING TOOLS  Digital MSI Service Management system ITSM  Digital MSI Service Level Management Reporting system ServiceFlow RAW DATA STORAGE (ARCHIVES) Data used to calculate the SLA results for reporting will be stored in the Digital MSI Service Level Management Reporting systemServiceFlow 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 Digital MSI Service Level Management Reporting system ServiceFlow upon request by DIR. PERFORMANCE CATEGORY Cross Functional METRIC OWNER METRIC REPORTING Monthly Quarterly Semi Annual C.5 Solution Implementation – Data Center SERVICE LEVEL NAME EXHIBIT NUMBER SECTION REFERENCE START DATE 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 N/A Service Requests HOURS OF MEASUREMENT N/A DAYS OF MEASUREMENT N/A MINIMUM SERVICE LEVEL 90.9890.00% 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 Project (PPM) 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 Project (PPM) Change ticket of type Project project will be created by automatically generated in the MSI Program Manager in ITSM system. Design requirements will be attached to the Digital MSI Service Management systemChange 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 Program Change Manager will close the Project (PPM) Change ticket. Solution implementation data will be uploaded from ITSM to Digital MSI Service Level Management Reporting system ServiceFlow on a daily basis. Digital MSI Service Level Management Reporting system ServiceFlow will filter change tickets based on appropriate measurement criteria. REPORTING TOOLS  Digital MSI Service Management system ITSM  Digital MSI Service Level Management Reporting system ServiceFlow RAW DATA STORAGE (ARCHIVES) Data used to calculate the SLA results for reporting will be stored in the Digital MSI Service Level Management Reporting systemServiceFlow 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 Digital MSI Service Level Management Reporting system ServiceFlow upon request by DIR. PERFORMANCE CATEGORY Cross Functional METRIC OWNER METRIC REPORTING Monthly Quarterly Semi Annual C.6 License and Maintenance Renewal Timeliness CMDB Accuracy – Data Center SERVICE LEVEL NAME EXHIBIT NUMBER SECTION REFERENCE START DATE License and Maintenance Renewal Timeliness CMDB Accuracy – Data Center 3-A R1.3.5D 0 R1.3.4D 11/01/2012 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 91.5090.00% EXPECTED SERVICE LEVEL 96.0095.00% ALGORITHM The Service Level calculation for “Service Request Fulfillment– Data CenterNetwork” is the total number of Service Requests that are completed resolved within the committed timeframes, divided by the total number of completed 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 completed 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 completedresolved; 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 completed. 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 Attachmentresolved. COLLECTION PROCESS Service Requests that do not require solution proposal development will be logged and tracked in the Digital MSI Service Management systemITSM 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 Digital MSI Service Level Management Reporting system ServiceFlow on a daily basis. Digital MSI Service Level Management Reporting system ServiceFlow will filter service request tickets based on appropriate measurement criteria. REPORTING TOOLS  Digital MSI Service Management system ITSM  Digital MSI Service Level Management Reporting system ServiceFlow RAW DATA STORAGE (ARCHIVES) Data used to calculate the SLA results for reporting will be stored in the Digital MSI Service Level Management Reporting systemServiceFlow 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 Digital MSI Service Level Management Reporting system ServiceFlow upon request by DIR. PERFORMANCE CATEGORY Cross Functional METRIC OWNER METRIC REPORTING Monthly Quarterly Semi Annual C.4 E.4 Solution Proposal Delivery – Data Center Network SERVICE LEVEL NAME EXHIBIT NUMBER SECTION REFERENCE START DATE 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 DCS 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 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 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 91.4390.00% EXPECTED SERVICE LEVEL 96.3695.00% 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 Digital MSI Service Management systemITSM 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 Digital MSI Service Level Management Reporting system ServiceFlow on a daily basis. Digital MSI Service Level Management Reporting system ServiceFlow will filter service request tickets based on appropriate measurement criteria. REPORTING TOOLS  Digital MSI Service Management system ITSM  Digital MSI Service Level Management Reporting system ServiceFlow RAW DATA STORAGE (ARCHIVES) Data used to calculate the SLA results for reporting will be stored in the Digital MSI Service Level Management Reporting systemServiceFlow 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 Digital MSI Service Level Management Reporting system ServiceFlow upon request by DIR. PERFORMANCE CATEGORY Cross Functional METRIC OWNER METRIC REPORTING Monthly Quarterly Semi Annual C.5 E.5 Solution Implementation – Data Center Network SERVICE LEVEL NAME EXHIBIT NUMBER SECTION REFERENCE START DATE 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 N/A Service Requests HOURS OF MEASUREMENT N/A DAYS OF MEASUREMENT N/A MINIMUM SERVICE LEVEL 90.9890.00% 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 Project (PPM) 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 Project (PPM) Change ticket of type Project project will be created by automatically generated in the MSI Program Manager in ITSM system. Design requirements will be attached to the Digital MSI Service Management systemChange 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 Program Change Manager will close the Project (PPM) Change ticket. Solution implementation data will be uploaded from ITSM to Digital MSI Service Level Management Reporting system ServiceFlow on a daily basis. Digital MSI Service Level Management Reporting system ServiceFlow will filter change tickets based on appropriate measurement criteria. REPORTING TOOLS  Digital MSI Service Management system ITSM  Digital MSI Service Level Management Reporting system ServiceFlow RAW DATA STORAGE (ARCHIVES) Data used to calculate the SLA results for reporting will be stored in the Digital MSI Service Level Management Reporting systemServiceFlow 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 Digital MSI Service Level Management Reporting system ServiceFlow upon request by DIR. PERFORMANCE CATEGORY Cross Functional METRIC OWNER METRIC REPORTING Monthly Quarterly Semi Annual C.6 License and Maintenance Renewal Timeliness E.6 CMDB Accuracy – Data Center Network SERVICE LEVEL NAME EXHIBIT SECTION START NUMBER SECTION REFERENCE START DATE License and Maintenance Renewal Timeliness CMDB Accuracy – Data Center Network 3-A R1.3.5D 0 R1.3.4N 11/01/2012 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 91.5090.00% EXPECTED SERVICE LEVEL 96.0095.00% ALGORITHM The Service Level calculation for “Service Request Fulfillment– Data Center” is the total number of Service Requests that are completed resolved within the committed timeframes, divided by the total number of completed 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 completed 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 completedresolved; 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 completedresolved. 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 Service Management systemITSM 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 Digital MSI Service Level Management Reporting system ServiceFlow on a daily basis. Digital MSI Service Level Management Reporting system ServiceFlow will filter service request tickets based on appropriate measurement criteria. REPORTING TOOLS  Digital MSI Service Management system ITSM  Digital MSI Service Level Management Reporting system ServiceFlow RAW DATA STORAGE (ARCHIVES) Data used to calculate the SLA results for reporting will be stored in the Digital MSI Service Level Management Reporting systemServiceFlow 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 Digital MSI Service Level Management Reporting system ServiceFlow upon request by DIR. PERFORMANCE CATEGORY Cross Functional METRIC OWNER METRIC REPORTING Monthly Quarterly Semi Annual C.4 Solution Proposal Delivery – Data Center SERVICE LEVEL NAME EXHIBIT NUMBER SECTION REFERENCE START DATE 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 DCS 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 Days 15 calendar days  Medium within 22 Business Days 30 calendar days  Large within 33 Business Days 45 calendar days  Very Large within 44 Business Days 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 91.4390.00% EXPECTED SERVICE LEVEL 96.3695.00% 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 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 Service Management systemITSM 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 Digital MSI Service Level Management Reporting system ServiceFlow on a daily basis. Digital MSI Service Level Management Reporting system ServiceFlow will filter service request tickets based on appropriate measurement criteria. REPORTING TOOLS  Digital MSI Service Management system ITSM  Digital MSI Service Level Management Reporting system ServiceFlow RAW DATA STORAGE (ARCHIVES) Data used to calculate the SLA results for reporting will be stored in the Digital MSI Service Level Management Reporting systemServiceFlow 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 Digital MSI Service Level Management Reporting system ServiceFlow upon request by DIR. PERFORMANCE CATEGORY Cross Functional METRIC OWNER METRIC REPORTING Monthly Quarterly Semi Annual C.5 Solution Implementation – Data Center SERVICE LEVEL NAME EXHIBIT NUMBER SECTION REFERENCE START DATE 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 N/A Service Requests HOURS OF MEASUREMENT N/A DAYS OF MEASUREMENT N/A MINIMUM SERVICE LEVEL 90.9890.00% 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 Project (PPM) 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 Project (PPM) Change ticket of type Project project will be created by automatically generated in the MSI Program Manager in ITSM system. Design requirements will be attached to the Digital MSI Service Management systemChange 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 Program Change Manager will close the Project (PPM) Change ticket. Solution implementation data will be uploaded from ITSM to Digital MSI Service Level Management Reporting system ServiceFlow on a daily basis. Digital MSI Service Level Management Reporting system ServiceFlow will filter change tickets based on appropriate measurement criteria. REPORTING TOOLS  Digital MSI Service Management system ITSM  Digital MSI Service Level Management Reporting system ServiceFlow RAW DATA STORAGE (ARCHIVES) Data used to calculate the SLA results for reporting will be stored in the Digital MSI Service Level Management Reporting systemServiceFlow 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 Digital MSI Service Level Management Reporting system ServiceFlow upon request by DIR. PERFORMANCE CATEGORY Cross Functional METRIC OWNER METRIC REPORTING Monthly Quarterly Semi Annual C.6 License and Maintenance Renewal Timeliness CMDB Accuracy – Data Center SERVICE LEVEL NAME EXHIBIT NUMBER SECTION REFERENCE START DATE License and Maintenance Renewal Timeliness CMDB Accuracy – Data Center 3-A R1.3.5D 0 R1.3.4D 11/01/2012 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 91.5090.00% EXPECTED SERVICE LEVEL 96.0095.00% ALGORITHM The Service Level calculation for “Service Request Fulfillment– Data Center” is the total number of Service Requests that are completed resolved within the committed timeframes, divided by the total number of completed 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 completed 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 completedresolved; 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 completed. 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 Attachmentresolved. COLLECTION PROCESS Service Requests that do not require solution proposal development will be logged and tracked in the Digital MSI Service Management systemITSM 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 Digital MSI Service Level Management Reporting system ServiceFlow on a daily basis. Digital MSI Service Level Management Reporting system ServiceFlow will filter service request tickets based on appropriate measurement criteria. REPORTING TOOLS  Digital MSI Service Management system ITSM  Digital MSI Service Level Management Reporting system ServiceFlow RAW DATA STORAGE (ARCHIVES) Data used to calculate the SLA results for reporting will be stored in the Digital MSI Service Level Management Reporting systemServiceFlow 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 Digital MSI Service Level Management Reporting system ServiceFlow upon request by DIR. PERFORMANCE CATEGORY Cross Functional METRIC OWNER METRIC REPORTING Monthly Quarterly Semi Annual C.4 Solution Proposal Delivery – Data Center SERVICE LEVEL NAME EXHIBIT NUMBER SECTION REFERENCE START DATE 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 DCS 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 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 91.4390.00% EXPECTED SERVICE LEVEL 96.3695.00% 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 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 Service Management systemITSM 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 Digital MSI Service Level Management Reporting system ServiceFlow on a daily basis. Digital MSI Service Level Management Reporting system ServiceFlow will filter service request tickets based on appropriate measurement criteria. REPORTING TOOLS  Digital MSI Service Management system ITSM  Digital MSI Service Level Management Reporting system ServiceFlow RAW DATA STORAGE (ARCHIVES) Data used to calculate the SLA results for reporting will be stored in the Digital MSI Service Level Management Reporting systemServiceFlow 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 Digital MSI Service Level Management Reporting system ServiceFlow upon request by DIR. PERFORMANCE CATEGORY Cross Functional METRIC OWNER METRIC REPORTING Monthly Quarterly Semi Annual C.5 Solution Implementation – Data Center SERVICE LEVEL NAME EXHIBIT NUMBER SECTION REFERENCE START DATE 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 N/A Service Requests HOURS OF MEASUREMENT N/A DAYS OF MEASUREMENT N/A MINIMUM SERVICE LEVEL 90.9890.00% 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 Project (PPM) 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 Project (PPM) Change ticket of type Project project will be created by automatically generated in the MSI Program Manager in ITSM system. Design requirements will be attached to the Digital MSI Service Management systemChange 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 Program Change Manager will close the Project (PPM) Change ticket. Solution implementation data will be uploaded from ITSM to Digital MSI Service Level Management Reporting system ServiceFlow on a daily basis. Digital MSI Service Level Management Reporting system ServiceFlow will filter change tickets based on appropriate measurement criteria. REPORTING TOOLS  Digital MSI Service Management system ITSM  Digital MSI Service Level Management Reporting system ServiceFlow RAW DATA STORAGE (ARCHIVES) Data used to calculate the SLA results for reporting will be stored in the Digital MSI Service Level Management Reporting systemServiceFlow 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 Digital MSI Service Level Management Reporting system ServiceFlow upon request by DIR. PERFORMANCE CATEGORY Cross Functional METRIC OWNER METRIC REPORTING Monthly Quarterly Semi Annual C.6 License and Maintenance Renewal Timeliness CMDB Accuracy – Data Center SERVICE LEVEL NAME EXHIBIT NUMBER SECTION REFERENCE START DATE License and Maintenance Renewal Timeliness CMDB Accuracy – Data Center 3-A R1.3.5D 0 R1.3.4D 11/01/2012 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 91.5090.98% EXPECTED SERVICE LEVEL 96.0095.95% ALGORITHM The Service Level calculation for “Service Request Fulfillment– Data Center” is the total number of Service Requests that are completed resolved within the committed timeframes, divided by the total number of completed 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 completed 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 completedresolved; if it is completed resolved within twenty-eight (28) days following its relevant completion 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 completedresolved. 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 Service Management systemITSM 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 Digital MSI Service Level Management Reporting system ServiceFlow on a daily basis. Digital MSI Service Level Management Reporting system ServiceFlow will filter service request tickets based on appropriate measurement criteria. REPORTING TOOLS  Digital MSI Service Management system ITSM  Digital MSI Service Level Management Reporting system ServiceFlow RAW DATA STORAGE (ARCHIVES) Data used to calculate the SLA results for reporting will be stored in the Digital MSI Service Level Management Reporting systemServiceFlow 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 Digital MSI Service Level Management Reporting system ServiceFlow upon request by DIR. PERFORMANCE CATEGORY Cross Functional METRIC OWNER METRIC REPORTING Monthly Quarterly Semi Annual C.4 Solution Proposal Delivery – Data Center SERVICE LEVEL NAME EXHIBIT NUMBER SECTION REFERENCE START DATE 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 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  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 91.4390.50% EXPECTED SERVICE LEVEL 96.3695.50% 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 Digital MSI Service Management systemITSM 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 Digital MSI Service Level Management Reporting system ServiceFlow on a daily basis. Digital MSI Service Level Management Reporting system ServiceFlow will filter service request tickets based on appropriate measurement criteria. REPORTING TOOLS  Digital MSI Service Management system ITSM  Digital MSI Service Level Management Reporting system ServiceFlow RAW DATA STORAGE (ARCHIVES) Data used to calculate the SLA results for reporting will be stored in the Digital MSI Service Level Management Reporting systemServiceFlow 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 Digital MSI Service Level Management Reporting system ServiceFlow upon request by DIR. PERFORMANCE CATEGORY Cross Functional METRIC OWNER METRIC REPORTING Monthly Quarterly Semi Annual C.5 Solution Implementation – Data Center SERVICE LEVEL NAME EXHIBIT NUMBER SECTION REFERENCE START DATE 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 N/A Service Requests HOURS OF MEASUREMENT N/A DAYS OF MEASUREMENT N/A MINIMUM SERVICE LEVEL 90.9890.00% 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 Project (PPM) 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 Project (PPM) Change ticket of type Project will be created by the MSI Program Manager in the Digital MSI Service Management ITSM system. 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 Program Manager will close the Project (PPM) Change ticket. Solution implementation data will be uploaded from ITSM to Digital MSI Service Level Management Reporting system ServiceFlow on a daily basis. Digital MSI Service Level Management Reporting system ServiceFlow will filter change tickets based on appropriate measurement criteria. REPORTING TOOLS  Digital MSI Service Management system ITSM  Digital MSI Service Level Management Reporting system ServiceFlow RAW DATA STORAGE (ARCHIVES) Data used to calculate the SLA results for reporting will be stored in the Digital MSI Service Level Management Reporting systemServiceFlow 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 Digital MSI Service Level Management Reporting system ServiceFlow upon request by DIR. PERFORMANCE CATEGORY Cross Functional METRIC OWNER METRIC REPORTING Monthly Quarterly Semi Annual C.6 License and Maintenance Renewal Timeliness CMDB Reconciliation – Data Center SERVICE LEVEL NAME EXHIBIT NUMBER SECTION REFERENCE START DATE License and Maintenance Renewal Timeliness CMDB Reconciliation – Data Center 3-A R1.3.5D 0 R1.3.4D 11/01/2012 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 91.50% EXPECTED SERVICE LEVEL 96.00% ALGORITHM The Service Level calculation for “Service Request Fulfillment– Data CenterNetwork” is the total number of Service Requests that are completed within the committed timeframes, divided by the total number of 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 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 completed; if it is completed within twenty-eight (28) days following its relevant completion 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 completed. 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 Service 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 Digital MSI Service Level Management Reporting system on a daily basis. Digital MSI Service Level Management Reporting system will filter service request tickets based on appropriate measurement criteria. REPORTING TOOLS  Digital MSI Service Management system  Digital MSI Service Level Management Reporting system RAW DATA STORAGE (ARCHIVES) Data used to calculate the SLA results for reporting will be stored in the Digital 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 Digital MSI Service Level Management Reporting system upon request by DIR. PERFORMANCE CATEGORY Cross Functional METRIC OWNER METRIC REPORTING Monthly Quarterly Semi Annual C.4 E.5 Solution Proposal Delivery – Data Center Network SERVICE LEVEL NAME EXHIBIT NUMBER SECTION REFERENCE START DATE 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: 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 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  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 91.43% EXPECTED SERVICE LEVEL 96.36% 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 Service 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 Digital MSI Service Level Management Reporting system on a daily basis. Digital MSI Service Level Management Reporting system will filter service request tickets based on appropriate measurement criteria. REPORTING TOOLS  Digital MSI Service Management system  Digital MSI Service Level Management Reporting system RAW DATA STORAGE (ARCHIVES) Data used to calculate the SLA results for reporting will be stored in the Digital 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 Digital MSI Service Level Management Reporting system upon request by DIR. PERFORMANCE CATEGORY Cross Functional METRIC OWNER METRIC REPORTING Monthly Quarterly Semi Annual C.5 E.6 Solution Implementation – Data Center Network SERVICE LEVEL NAME EXHIBIT NUMBER SECTION REFERENCE START DATE 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: 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 N/A Service Requests HOURS OF MEASUREMENT N/A DAYS OF MEASUREMENT N/A MINIMUM SERVICE LEVEL 90.98% 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 Project (PPM) 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 Project (PPM) Change ticket of type Project will be created by the MSI Program Manager in the Digital MSI Service Management system. 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 Program Manager will close the Project (PPM) Change ticket. Solution implementation data will be uploaded from ITSM to Digital MSI Service Level Management Reporting system on a daily basis. Digital MSI Service Level Management Reporting system will filter change tickets based on appropriate measurement criteria. REPORTING TOOLS  Digital MSI Service Management system  Digital MSI Service Level Management Reporting system RAW DATA STORAGE (ARCHIVES) Data used to calculate the SLA results for reporting will be stored in the Digital 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 Digital MSI Service Level Management Reporting system upon request by DIR. PERFORMANCE CATEGORY Cross Functional METRIC OWNER METRIC REPORTING Monthly Quarterly Semi Annual C.6 E.7 License and Maintenance Renewal Timeliness – Data Center Network SERVICE LEVEL NAME EXHIBIT NUMBER SECTION REFERENCE START DATE License and Maintenance Renewal Timeliness – Data Center Network 3-A R1.3.5D R1.3.5N 0 SERVICE LEVEL TYPE Critical Service Level CURRENTLY MEASURED Yes: 12+ months of data available