Common use of Problem Severity Level Classifications/Communication Clause in Contracts

Problem Severity Level Classifications/Communication. For purposes of this SLA, including without limitation, the Service Levels set forth in Exhibit A to this SLA, the following chart sets forth the Severity Level classifications for problems and event tickets: Subsequent Severity First Status Status Level Description Examples Update Updates [*] Severe impact on productivity; Severe corruption of data; Requires immediate change Bank On-Line tools unavailable. Systemic error resulting in balances being incorrect for Cardholders; Significantly reduced response time. Transactions and other critical functions unavailable including, without limitation, the Authorization System and those portions of the Servicer System affecting Card loads, IVR, customer service, Card applications, Card activation. Problems that cause or are reasonably foreseeable or likely to cause significant loss of revenue or incurrence of significant expense to a Party. In each case, for which no known bypass or work-around is available and can be readily implemented. Within [*] No later than [*] * Confidential Treatment Requested. Subsequent Severity First Status Status Level Description Examples Update Updates [*] Significant impact on Bank productivity Issue directly affects Cardholders Non-critical Transactions unavailable Moderately reduced response time Incorrect interface Within [*] [*] Severe Bank or Cardholder notice issues Calculation issues with critical functions Cardholder web-sites unavailable Likely to have a serious impact on an essential or important component, transaction, process, or service relating to Bank or Bank Client business or operations, or Cardholders. In each case, for which no known bypass or work-around is available and can be readily implemented. [*] Significantly reduces Servicer System effectiveness Required for next major processing (such as month/quarter end) Less severe Bank or Cardholder notice issues. Calculation issues with non-critical functions. Report sorting issues. Report content issues. Screen navigation or formatting issues (screen still usable). Within [*] As [*] Impairs a non-critical component, process, or service relating to Bank’s or Bank Client’s business or operations, or for Cardholders for which a known bypass or workaround is available and can be readily implemented. Causes or is reasonably foreseeable or likely to cause one or more security issues but does not put Bank Data at risk of being compromised. [*] Work-around is available Several methods to resolve issue Issues for non-critical functions isolated to a very few Cards. Within [*] As [*] * Confidential Treatment Requested. Subsequent Severity First Status Status Level Description Examples Update Updates Cosmetic issues with reports or screens. Issues where a simple work-around is available. That permits Cardholders to use Bank’s products and services with only minor loss or degradation of functionality. That is low impact and is not continual or repeated. For which a known bypass or workaround is available and can be readily implemented.

Problem Severity Level Classifications/Communication. For purposes of this SLA, including without limitation, the Service Levels set forth in Exhibit A to this SLA, the following chart sets forth the Severity Level classifications for problems and event tickets: Subsequent Severity First Status Status Level Description Examples Update Updates [***] Severe impact on productivity; Severe corruption of data; Requires immediate change Bank On-Line tools unavailable. Systemic error resulting in balances being incorrect for Cardholders; Significantly reduced response time. Transactions and other critical functions unavailable including, without limitation, the Authorization System and those portions of the Servicer System affecting Card loads, IVR, customer service, Card applications, Card activation. Problems that cause or are reasonably foreseeable or likely to cause significant loss of revenue or incurrence of significant expense to a Party. In each case, for which no known bypass or work-around is available and can be readily implemented. Within [***] No later than [***] *** Confidential Treatment Requested. material redacted and filed separately with the Commission Subsequent Severity First Status Status Level Description Examples Update Updates [***] Significant impact on Bank productivity Issue directly affects Cardholders Non-critical Transactions unavailable Moderately reduced response time Incorrect interface Within [*] [*] Severe Bank or Cardholder notice issues Calculation issues with critical functions Cardholder web-sites unavailable Likely to have a serious impact on an essential or important component, transaction, process, or service relating to Bank or Bank Client business or operations, or Cardholders. In each case, for which no known bypass or work-around is available and can be readily implemented. Within [***] [***] [***] Significantly reduces Servicer System effectiveness Required for next major processing (such as month/quarter end) Less severe Bank or Cardholder notice issues. Calculation issues with non-critical functions. Report sorting issues. Report content issues. Screen navigation or formatting issues (screen still usable). Within [*] As [*] Impairs a non-critical component, process, or service relating to Bank’s or Bank Client’s business or operations, or for Cardholders for which a known bypass or workaround is available and can be readily implemented. Causes or is reasonably foreseeable or likely to cause one or more security issues but does not put Bank Data at risk of being compromised. Within [***] As [***] *** Confidential material redacted and filed separately with the Commission Subsequent Severity First Status Status Level Description Examples Update Updates [***] Work-around is available Several methods to resolve issue Issues for non-critical functions isolated to a very few Cards. Within [***] As [***] * Confidential Treatment Requested. Subsequent Severity First Status Status Level Description Examples Update Updates Cosmetic issues with reports or screens. Issues where a simple work-around is available. That permits Cardholders to use Bank’s products and services with only minor loss or degradation of functionality. That is low impact and is not continual or repeated. For which a known bypass or workaround is available and can be readily implemented.

Problem Severity Level Classifications/Communication. For purposes of this SLA, including without limitation, the Service Levels set forth in Exhibit A to this SLA, the following chart sets forth the Severity Level classifications for problems and event tickets: First Subsequent Severity First Status Status Level Description Examples Update Updates [***] Severe impact on productivity; Severe corruption of data; Requires immediate change Bank On-Line tools unavailable. Systemic error resulting in balances being incorrect for Cardholders; Within [***] No later than [***] *** Confidential material redacted and filed separately with the Commission First Subsequent Severity Status Status Level Description Examples Update Updates change Significantly reduced response time. Transactions and other critical functions unavailable including, without limitation, the Authorization System and those portions of the Servicer System affecting Card loads, IVR, customer service, Card applications, Card activation. Problems that cause or are reasonably foreseeable or likely to cause significant loss of revenue or incurrence of significant expense to a Party. In each case, for which no known bypass or work-around is available and can be readily implemented. Within [*] No later than [*] * Confidential Treatment Requested. Subsequent Severity First Status Status Level Description Examples Update Updates [*] Significant impact on Bank productivity Issue directly affects Cardholders Non-critical Transactions unavailable Moderately reduced response time Incorrect interface Within [***] [***] Incorrect interface Severe Bank or Cardholder statement or notice issues Calculation issues with critical functions Cardholder web-sites unavailable Likely to have a serious impact on an essential or important component, transaction, process, or service relating to Bank or Bank Client business or operations, or Cardholders. *** Confidential material redacted and filed separately with the Commission First Subsequent Severity Status Status Level Description Examples Update Updates In each case, for which no known bypass or work-around is available and can be readily implemented. [***] Significantly reduces Servicer System effectiveness Required for next major processing (such as month/quarter end) Less severe Bank or Cardholder statement or notice issues. Calculation issues with non-non- critical functions. Report sorting issues. Report content issues. Screen navigation or formatting issues (screen still usable). Within [***] As [***] Impairs a non-critical component, process, or service relating to Bank’s or Bank Client’s business or operations, or for Cardholders for which a known bypass or workaround is available and can be readily implemented. Causes or is reasonably foreseeable or likely to cause one or more security issues but does not put Bank Data at risk of being compromised. [***] Work-around is available Several methods to resolve issue Issues for non-critical functions isolated to a very few Cards. Within [*] As [*] * Confidential Treatment Requested. Subsequent Severity First Status Status Level Description Examples Update Updates Cosmetic issues with reports or screens. Within [***] As [***] Issues where a simple work-around is available. That permits Cardholders to use Bank’s products and services services. with only minor loss or degradation of functionality. functionality That is low impact and is not continual or repeated. repeated *** Confidential material redacted and filed separately with the Commission First Subsequent Severity Status Status Level Description Examples Update Updates For which a known bypass or workaround work-around is available and can be readily implemented.

Problem Severity Level Classifications/Communication. For purposes of this SLA, including without limitation, the Service Levels set forth in Exhibit A to this SLA, the following chart sets forth the Severity Level classifications for problems and event tickets: First Subsequent Severity First Status Status Level Description Examples Update Updates [*] Severe impact on productivity; Severe corruption of data; Requires immediate change Bank On-Line tools unavailable. Systemic error resulting in balances being incorrect for Cardholders; Significantly reduced response time. Within [*] No later than [*] * Confidential Treatment Requested. First Subsequent Severity Status Status Level Description Examples Update Updates Transactions and other critical functions unavailable including, without limitation, the Authorization System and those portions of the Servicer System affecting Card loads, IVR, customer service, Card applications, Card activation. Problems that cause or are reasonably foreseeable or likely to cause significant loss of revenue or incurrence of significant expense to a Party. In each case, for which no known bypass or work-around is available and can be readily implemented. Within [*] No later than [*] * Confidential Treatment Requested. Subsequent Severity First Status Status Level Description Examples Update Updates [*] Significant impact on Bank productivity Issue directly affects Cardholders Non-critical Transactions unavailable Moderately reduced response time Incorrect interface Within [*] [*] Severe Bank or Cardholder statement or notice issues Calculation issues with critical functions Cardholder web-sites unavailable Likely to have a serious impact on an essential or important component, transaction, process, or service relating to Bank or Bank Client business or operations, or Cardholders. In each case, for which no known bypass or work-around is available and can be readily implemented. * Confidential Treatment Requested. First Subsequent Severity Status Status Level Description Examples Update Updates [*] Significantly reduces Servicer System effectiveness Required for next major processing (such as month/quarter end) Less severe Bank or Cardholder statement or notice issues. Calculation issues with non-non- critical functions. Report sorting issues. Report content issues. Screen navigation or formatting issues (screen still usable). Within [*] As [*] Impairs a non-critical component, process, or service relating to Bank’s or Bank Client’s business or operations, or for Cardholders for which a known bypass or workaround is available and can be readily implemented. Causes or is reasonably foreseeable or likely to cause one or more security issues but does not put Bank Data at risk of being compromised. [*] Work-around is available Several methods to resolve issue Issues for non-critical functions isolated to a very few Cards. Cosmetic issues with reports or screens. Within [*] As [*] * Confidential Treatment Requested. Subsequent Severity First Status Status Level Description Examples Update Updates Cosmetic issues with reports or screens. Issues where a simple work-around is available. That permits Cardholders to use Bank’s products and services services. with only minor loss or degradation of functionality. functionality That is low impact and is not continual or repeated. repeated For which a known bypass or workaround work-around is available and can be readily implemented. * Confidential Treatment Requested.