Common use of Reporting Tools Clause in Contracts

Reporting Tools. OPAS Incident Management and Change Management, Atrium CMDB. Will be measured using an Incident RCA based measurement approach. Exceptions: - No single LAN availability device could cause an SLA miss, unless that single device is unavailable for more than 4 hours. Supplemental definition of terms: To determine the impact and duration to service availability, the following process is adhered. True impact and duration are determined by analyzing the MIM communications, AIR & RCA. With that extracted start & end times (Excluding any scheduled maintenance downtime) a CI unavailability record is created on the parent incident management record to reflect & report the service impact duration. Low Volume Eligible: No Threshold parameters: ***% of the time, ***% of Data Center LAN Systems will be available. SLA Metrics and parameters: (field names in OPAS) Supporting CompanyIncident Assigned Date/TimeIncident PriorityIncident IDIncident Resolved Date/TimeProduct Category Tier 1 Product Category Tier 2Product Category Tier 3CI Unavailability Scheduled Actual Start Date/TimeCI Unavailability Scheduled Actual End Date/TimeCI Unavailability Unscheduled Actual Start Date/TimeCI Unavailability Unscheduled Actual End Date/TimeRelated Change to Incident RecordExcluded from SLA Reporting

Reporting Tools. OPAS Incident Management and Change Management, Atrium CMDB. Will be measured using an Incident RCA based measurement approach. Exceptions: Continual Service Improvement - No single Single Campus LAN availability device could cause an SLA miss, unless that single device is unavailable for more than 4 hours***. Yes Supplemental definition of terms: To determine the impact and duration to service availability, the following process is adhered. True impact and duration are determined by analyzing the MIM communications, AIR & RCA. With that extracted start & end times (Excluding any scheduled maintenance downtime) a CI unavailability record is created on the parent incident management record to reflect & report the service impact duration. Low Volume Eligible: No Threshold parameters: ***% of the time, ***% of Data Center Campus LAN Systems will be available. SLA Metrics and parameters: (field names in OPAS) Supporting CompanyIncident Assigned Date/TimeIncident PriorityIncident IDIncident Resolved Date/TimeProduct Category Tier 1 Product Category Tier 2Product Category Tier 3CI Unavailability Scheduled Actual Start Date/TimeCI Unavailability Scheduled Actual End Date/TimeCI Unavailability Unscheduled Actual Start Date/TimeCI Unavailability Unscheduled Actual End Date/TimeRelated Change to Incident RecordExcluded from SLA Reporting

Reporting Tools. OPAS Incident Management and Change Management, Atrium CMDB. Will be measured using an Incident RCA based measurement approach. Exceptions: - No single LAN WAN availability device could cause an SLA miss, unless that single device is unavailable for more than 4 hours***. Supplemental definition of terms: To determine the impact and duration to service availability, the following process is adhered. True impact and duration are determined by analyzing the MIM communications, AIR & RCA. With that extracted start & end times (Excluding any scheduled maintenance downtime) a CI unavailability record is created on the parent incident management record to reflect & report the service impact duration. Low Volume Eligible: No Threshold parameters: ***% of the time, ***% of Data Center LAN WAN Systems will be available. SLA Metrics and parameters: (field names in OPAS) Supporting CompanyIncident Assigned Date/TimeIncident PriorityIncident IDIncident Resolved Date/TimeProduct Category Tier 1 Product Category Tier 2Product Category Tier 3CI Unavailability Scheduled Actual Start Date/TimeCI Unavailability Scheduled Actual End Date/TimeCI Unavailability Unscheduled Actual Start Date/TimeCI Unavailability Unscheduled Actual End Date/TimeRelated Change to Incident RecordExcluded from SLA Reporting

Reporting Tools. OPAS Incident Management and Change Management, Atrium CMDB. Will be measured using an Incident RCA based measurement approach. Exceptions: - No single LAN availability device could cause an SLA miss, unless that single device is unavailable for more than 4 hours. Supplemental definition of terms: To determine the impact and duration to service availability, the following process is adhered. True impact and duration are determined by analyzing the MIM communications, AIR & RCA. With that extracted start & end times (Excluding any scheduled maintenance downtime) a CI unavailability record is created on the parent incident management record to reflect & report the service impact duration. Low Volume Eligible: No Threshold parameters: ***% of the time, ***% of Data Center LAN Systems will be available. SLA Metrics and parameters: (field parameters:(field names in OPAS) Supporting CompanyIncident Assigned Date/TimeIncident PriorityIncident IDIncident Resolved Date/TimeProduct Category Tier 1 Product Category Tier 2Product Category Tier 3CI Unavailability Scheduled Actual Start Date/TimeCI Unavailability Scheduled Actual End Date/TimeCI Unavailability Unscheduled Actual Start Date/TimeCI Unavailability Unscheduled Actual End Date/TimeRelated Change to Incident RecordExcluded from SLA Reporting

Reporting Tools. OPAS Incident Management and Change Management, Atrium CMDB. Will be measured using an Incident RCA based measurement approach. Exceptions: - No single LAN WAN availability device could cause an SLA miss, unless that single device is unavailable for more than 4 hours***. Supplemental definition of terms: To determine the impact and duration to service availability, the following process is adhered. True impact and duration are determined by analyzing the MIM communications, AIR & RCA. With that extracted start & end times (Excluding any scheduled maintenance downtime) a CI unavailability record is created on the parent incident management record to reflect & report the service impact duration. Low Volume Eligible: No Threshold parameters: ***% of the time, ***% of Data Center LAN WAN Systems will be available. SLA Metrics and parameters: (field parameters:(field names in OPAS) Supporting CompanyIncident Assigned Date/TimeIncident PriorityIncident IDIncident Resolved Date/TimeProduct Category Tier 1 Product Category Tier 2Product Category Tier 3CI Unavailability Scheduled Actual Start Date/TimeCI Unavailability Scheduled Actual End Date/TimeCI Unavailability Unscheduled Actual Start Date/TimeCI Unavailability Unscheduled Actual End Date/TimeRelated Change to Incident RecordExcluded from SLA Reporting

Reporting Tools. OPAS Incident Management and Change Management, Atrium CMDB. Will be measured using an Incident RCA based measurement approach. Exceptions: - No single Single Campus LAN availability device could cause an SLA miss, unless that single device is unavailable for more than 4 hours***. Supplemental definition of terms: To determine the impact and duration to service availability, the following process is adhered. True impact and duration are determined by analyzing the MIM communications, AIR & RCA. With that extracted start & end times (Excluding any scheduled maintenance downtime) a CI unavailability record is created on the parent incident management record to reflect & report the service impact duration. Low Volume Eligible: No Threshold parameters: ***% of the time, ***% of Data Center Campus LAN Systems will be available. SLA Metrics and parameters: (field parameters:(field names in OPAS) Supporting CompanyIncident Assigned Date/TimeIncident PriorityIncident IDIncident Resolved Date/TimeProduct Category Tier 1 Product Category Tier 2Product Category Tier 3CI Unavailability Scheduled Actual Start Date/TimeCI Unavailability Scheduled Actual End Date/TimeCI Unavailability Unscheduled Actual Start Date/TimeCI Unavailability Unscheduled Actual End Date/TimeRelated Change to Incident RecordExcluded from SLA Reporting