Common use of Response and Resolution Times Clause in Contracts

Response and Resolution Times. Appendix A The following table shows the targets of response and resolution times for each priority level, subject to no dependence on external third parties: Priority Response Time (in working hours) Target to fix * (working hours) Examples P1 Within 1 hour 4 No staff can logon Business applications down for all staff – resolution will be coordinated with business application provider P2 Within 2 hours 8 Single user unable to logon No Email P3 Within 4 hours 16 Single user unable to complete some work (i.e. access to certain drives) P4 within 10 hours 25 Network admin New user setups How do I tasks PC rebuilds Move / add / change a user account / email address Set email redirection / access levels to email accounts A response time is considered as the acknowledgement of the request for assistance and also depends on the contact being within working hours. Support Tiers The following details and describes our Support Tier levels: Support Tier Description Tier 1 Support All support incidents begin in Tier 1, where the initial trouble ticket is created, the issue is identified and clearly documented, and basic hardware/software troubleshooting is initiated. Tier 2 Support All support incidents that cannot be resolved with Tier 1 Support are escalated to Tier 2, where more complex support on hardware/software issues can be provided by more experienced Engineers. Tier 3 Support Support Incidents that cannot be resolved by Tier 2 Support are escalated to Tier 3, where support is provided by the most qualified and experienced Engineers who have the ability to collaborate with 3rd Party (Vendor) Support Engineers to resolve the most complex issues. Managed Services Agreement Appendix B Service Rates Labour Rate Remote PC Management/Help Desk 8am-6pm M-F INCLUDED Remote Printer Management 8am-6pm M-F INCLUDED Remote Network Management 8am-6pm M-F INCLUDED Remote Server Management 8am-6pm M-F INCLUDED 24x7x365 Network Monitoring INCLUDED Lab Labour 8am-6pm M-F INCLUDED Onsite Labour 9.00am-5.30pm M-F EXCLUDED Managed Services Agreement Coverage Appendix B (cont) Remote Helpdesk and Vendor Management of Client’s IT networks will be provided to the Client by Excalibur through remote means between the hours of 8.00 am – 6.00 pm Monday through Friday, excluding public holidays. Network Monitoring Services will be provided 24/7/365. Hardware costs of any kind are not covered under the terms of this Agreement.

Response and Resolution Times. Appendix A The following table shows the targets of response and resolution times for each priority level, subject to no dependence on external third parties: Priority Response Time (in working hours) Target to fix * (working hours) Examples P1 Within 1 hour 4 No staff can logon Business applications down for all staff – resolution will be coordinated with business application provider P2 Within 2 hours 8 Single user unable to logon No Email P3 Within 4 hours 16 Single user unable to complete some work (i.e. access to certain drives) P4 within 10 hours 25 Network admin New user setups How do I tasks PC rebuilds Move / add / change a user account / email address Set email redirection / access levels to email accounts A response time is considered as the acknowledgement of the request for assistance and also depends on the contact being within working hours. Support Tiers The following details and describes our Support Tier levels: Support Tier Description Tier 1 Support All support incidents begin in Tier 1, where the initial trouble ticket is created, the issue is identified and clearly documented, and basic hardware/software troubleshooting is initiated. Tier 2 Support All support incidents that cannot be resolved with Tier 1 Support are escalated to Tier 2, where more complex support on hardware/software issues can be provided by more experienced Engineers. Tier 3 Support Support Incidents that cannot be resolved by Tier 2 Support are escalated to Tier 3, where support is provided by the most qualified and experienced Engineers who have the ability to collaborate with 3rd Party (Vendor) Support Engineers to resolve the most complex issues. Managed Services Agreement Appendix B Service Rates Labour Rate Remote PC Management/Help Desk 8am-6pm M-F desktop support for any Microsoft software, anti virus or Office issues. INCLUDED Remote Printer Management 8am-6pm M-F SharePoint Support INCLUDED Remote Network Management 8am-6pm M-F setup of SharePoint site INCLUDED Remote Server Management 8am-6pm M-F INCLUDED 24x7x365 Network Monitoring INCLUDED Lab Labour 8am-6pm M-F INCLUDED Ongoing SharePoint development EXCLUDED Onsite Labour 9.00am-5.30pm M-F EXCLUDED Managed Services Agreement Coverage Appendix B (cont) Remote Helpdesk and Vendor Management of Client’s IT networks will be provided to the Client by Excalibur EXCALIBUR through remote means between the hours of 8.00 am – 6.00 pm Monday through Friday, excluding public holidays. Network Monitoring Services will be provided 24/7/365. Hardware costs of any kind are not covered under the terms of this Agreement.. Support and Escalation EXCALIBUR will respond to Client’s Support Tickets under the provisions of Appendix A. Support after hours or on holidays may be provided at EXCALIBUR’s discretion where there is resource available, but EXCALIBUR shall not be obliged to provide such support. Support Tickets must be opened by email to EXCALIBUR’s Help Desk, or by phone if email is unavailable. Each call will be assigned a Support Ticket number for tracking. On Site visits All work where possible will be completed remotely and if required with the assistance of an employee of the Client. Service outside Normal Working Hours Emergency services performed outside of the hours of 8:00 am – 6:00 pm Monday through Friday, excluding public holidays, shall be subject to provisions of this Appendix B. Data Back-Up

Response and Resolution Times. Appendix A IT Donut advice: Your support document should contain a clear section like this, explaining how long your business will have to wait for IT support in different situations. Make sure these times are guaranteed, and check what happens if they are missed. The following table shows the targets of response and resolution times for each priority level, subject to no dependence on external third partieslevel during standard operational hours: Trouble Priority Response Time time (in working hours) Target to fix * Resolution time (working in hours) Examples P1 Escalation threshold (in hours) Service not available (all users and functions unavailable) 1 Within 1 hour 4 No staff can logon Business applications down for all staff Hr ASAP – resolution will be coordinated with Best Effort 2 Hrs Significant degradation of service (large number of users or business application provider P2 critical functions affected) 2 Within 2 hours 8 Single user unable to logon No Email P3 Hrs ASAP – Best Effort 4 Hrs Limited degradation of service (limited number of users or functions affected, business process can continue). 3 Within 4 hours 16 Single Hrs Within 8 working Hrs 8 Hrs Small service degradation (business process can continue, one user unable to complete some work (i.e. access to certain drives) P4 affected). 4 within 10 hours 25 Network admin New user setups How do I tasks PC rebuilds Move / add / change a user account / email address Set email redirection / access levels to email accounts A response time is considered as the acknowledgement of the request for assistance and also depends on the contact being within working hours. 8 Hrs Within 8 Working Hrs 8 Hrs Support Tiers IT Donut advice: Most IT support companies offer a system of tiered support to track and monitor support requests. If a problem can’t be solved easily, it is increased to a higher tier. The following details and describes our Support Tier levels: Support Tier Description Tier 1 Support All support incidents begin in Tier 1, where the initial trouble ticket is created, the issue is identified and clearly documented, and basic hardware/software troubleshooting is initiated. Tier 2 Support All support incidents that cannot be resolved with Tier 1 Support are escalated to Tier 2, where more complex support on hardware/software issues can be provided by more experienced Engineersengineers. Tier 3 Support Support Incidents incidents that cannot be resolved by Tier 2 Support are escalated to Tier 3, where support is provided by the most qualified and experienced Engineers who have the ability to collaborate with 3rd Party party (Vendor) Support Engineers support engineers to resolve the most complex issues. Managed Services Agreement Appendix B Service Rates Labour Rate Remote PC Management/Help Desk 8am-6pm M-F INCLUDED Remote Printer Management 8am-6pm M-F INCLUDED Remote Network Management 8am-6pm M-F INCLUDED Remote Server Management 8am-6pm M-F INCLUDED 24x7x365 Network Monitoring INCLUDED Lab Labour 8am-6pm M-F INCLUDED Onsite Labour 9.00am-5.30pm M-F EXCLUDED Managed Services Agreement Coverage Appendix B (cont) Remote Helpdesk and Vendor Management of Client’s IT networks will be provided to the Client by Excalibur through remote means between the hours of 8.00 am – 6.00 pm Monday through Friday, excluding public holidays. Network Monitoring Services will be provided 24/7/365. Hardware costs of any kind are not covered under the terms of this Agreement.