Common use of Service Desk Hours Clause in Contracts

Service Desk Hours. Hours during which Service Desk is open and providing support to customers. Service Desk hours are defined on the Service Provider’s website (xxx.xxxxxxxxxx.xxx/xxxxxxx) for each of Service Provider’s regional Service Desks. Service Request. A formal (written) Customer request for a service which is not Incident-related but results in the delivery of an additional service or an amendment to an existing service provided by Service Provider to Customer. FM Hosted Services SLA Service Level Options-2.0 SERVICE AVAILABILITY Standard Gold Platinum Service Availability Rate Objective 99.8% per calendar quarter for Production environment. n n n Service Accessibility Hours (Hours when Service may be accessed, including periods outside supported hours) 24 * 7 * 365, except -scheduled and mandatory FM Hosted Services maintenance windows -applicable Banking network maintenance windows (such as SWIFT) n n n Service Availability Hours (Basis for Service Availability Rate calculation, excluding Excluded Events) See Service Desk Hours n 24*5 n 24*7 n SERVICE DESK / SUPPORT Standard Gold Platinum Time zones supported EMEA: GMT; GMT + 1; North America: EST / GMT – 4; APAC: SGT (GMT + 8) n n n Service Desk Portal Unlimited access to Bottomline’s Service Desk portal n n n Service Desk Hours 07:00 to 18:00, business days for all incidents (except APAC region) 09:00 - 18:00, business days (APAC region) * Business Days and ** Public Holidays defined below n n n Out of Hours Support Out-of-Hours support for critical incidents only as follows: • Upon request at additional fee and subject to on-call engineer availability n • 24 * 5 n • 24 * 7 n Incident Acknowledgement Timeframe All incidents – within 15 minutes Automated email response to Customer – incident has been formally logged in Service Desk tool. n n n Incident Response Timeframe Target achievement rate of 90% for these timeframes Critical – within 30 minutes Response provided to the Customer by a BT employee / team assigned to the incident n n n High Priority - within 1 business hour n High Priority - within 2 business hours n n Medium Priority - within 8 business hours n n n Low Priority - within 2 business days n n n Target Incident Resolution Timeframe Target achievement rate of 100% for Critical incidents and 90% for High, Medium and Low incidents Critical - within 4 business hours n n n High Priority - within 1 business day n High Priority - within 2 business days n n Medium Priority - within 5 business days (for accepted incidents) n n n Low Priority – on a case by case basis n n n Crisis Incident Team A critical incident team is appointed for all Critical Incidents with escalation contacts as required. n n n

Service Desk Hours. Hours during which Service Desk is open and providing support to customers. Service Desk hours are defined on the Service Provider’s website (xxx.xxxxxxxxxx.xxx/xxxxxxx) for each of Service Provider’s regional Service Desks. Service Request. A formal (written) Customer request for a service which is not Incident-related but results in the delivery of an additional service or an amendment to an existing service provided by Service Provider to Customer. FM Hosted Services SaaS SLA Service Level Options-2.0 Options-1.9 SERVICE AVAILABILITY Standard Gold Platinum Service Availability Rate Objective 99.8% per calendar quarter for Production environment. n n n Service Accessibility Hours (Hours when Service may be accessed, including periods outside supported hours) 24 * 7 * 365, except -scheduled and mandatory FM Hosted Services maintenance windows -applicable Banking network maintenance windows (such as SWIFT) n n n Service Availability Hours (Basis for Service Availability Rate calculation, excluding Excluded Events) See Service Desk Hours n 24*5 n 24*7 n SERVICE DESK / SUPPORT Standard Gold Platinum Time zones supported EMEA: GMT; GMT + 1; North America: EST / GMT – 4; APAC: SGT (GMT + 8) n n n Service Availability Rate Objective 99.8% per calendar quarter for Production environment. n n n Service Accessibility Hours 24 * 7 * 365, except -scheduled and mandatory FM SaaS Platform maintenance windows -applicable Banking network maintenance windows (such as SWIFT) n n n Service Availability Hours 07:30 - 18:00 business days in applicable regional time zone except APAC with exceptions defined in SLA 09:00 - 18:00 business days (APAC region) * Business Days and ** Public Holidays defined below n 24*5 n 24*7 n SERVICE DESK / SUPPORT Standard Gold Platinum Service Desk Portal Hours Unlimited access to Bottomline’s Service Desk portal n n n Service Desk Hours 07:00 to 18:00, business days for all incidents (except APAC region) 09:00 - 18:00, business days (APAC region) * Business Days and ** Public Holidays defined below n n n Out of Hours Support Out-of-Hours support for critical incidents only as follows: • Upon request at additional fee and subject to on-call engineer availability n • 24 * 5 n • 24 * 7 n Incident Acknowledgement Timeframe All incidents – within 15 minutes Automated email response to Customer – incident has been formally logged in Service Desk tool. n n n Incident Response Timeframe Target achievement rate of 90% for these timeframes Critical – within 30 minutes Response provided to the Customer by a BT employee / team assigned to the incident n n n High Priority - within 1 business hour n High Priority - within 2 business hours n n Medium Priority - within 8 business hours n n n Low Priority - within 2 business days n n n Target Incident Resolution Timeframe Target achievement rate of 100% for Critical incidents and 90% for High, Medium and Low incidents Critical - within 4 business hours n n n High Priority - within 1 business day n High Priority - within 2 business days n n Medium Priority - within 5 business days (for accepted incidents) n n n Low Priority – on a case by case basis n n n Crisis Incident Team A critical incident team is appointed for all Critical Incidents with escalation contacts as required. n n n