Common use of Service Level Measurement Required Metric Service Level Credit Clause in Contracts

Service Level Measurement Required Metric Service Level Credit. Resolution detection or notification. - Incident report due within 1 week of problem detection or notification. - Company will participate in Saint Luke’s problem resolution process on request. Service Level - Less than 60 minutes of becoming aware of or notified of, an Incident - None. Service Level Failure - 60 more minutes after becoming aware of or notified of an Incident. - $1,000 for initial 60 minutes. - $1000 for each additional 60 minutes. Target Resolution - Within 4 hours, unless Saint Luke’s agrees in writing that a temporary workaround is acceptable. P3 Incidents Initial Contact with Saint Luke’s - Respond to Saint Luke’s call for assistance within 4 hours of via email or other agreed mechanism. - Initiate work within 1 business day. - Provide updates at least every 4 hours via phone or email for agreed upon negotiated time frame, until problem resolved. - Escalation at Company will occur after 48 hours. Problem Resolution - Root Cause analysis required within 30 days of problem detection or notification. - Incident report due within 2 weeks of problem detection or notification. Service Level - Within 24 hours after becoming aware of or notified of an Incident. - None. Service Level Failure - 24 hours or more after becoming aware of or notified of an Incident. - $500 for each additional 4 hour increment. Target Resolution - Within 2 business days, unless Saint Luke’s agrees in writing that temporary workaround is acceptable until permanent fix is released. P4 Incidents Initial Contact with Saint Luke’s - Respond to Saint Luke’s call for assistance within 24 hours of via email or other agreed mechanism. - Initiate work within 3 business days. - Provide updates at least every 3 business days via email, until problem resolved. Problem Resolution - Root cause analysis required within 60 days of problem detection or notification. Service Level - Within 2 weeks after becoming aware of or notified of an Incident. Target Resolution - To be agreed upon by the parties, but no later than next Service release. Reporting

Service Level Measurement Required Metric Service Level Credit. Resolution detection or notification. - Incident report due within 1 week of problem detection or notification. - Company will participate in Saint Luke’s problem resolution process on request. Service Level Service Level Failure - Less than 60 minutes of becoming aware of or notified of, an Incident - None. Service Level Failure - 60 more minutes after becoming aware of or notified of an Incident. - None. - $1,000 for initial 60 minutes. - $1000 for each additional 60 minutes. Target Resolution - Within 4 hours, unless Saint Luke’s agrees in writing that a temporary workaround is acceptable. P3 Incidents Initial Contact with Saint Luke’s - Respond to Saint Luke’s call for assistance within 4 hours of via email or other agreed mechanism. - Initiate work within 1 business day. - Provide updates at least every 4 hours via phone or email for agreed upon negotiated time frame, until problem resolved. - Escalation at Company will occur after 48 hours. Problem Resolution - Root Cause analysis required within 30 days of problem detection or notification. - Incident report due within 2 weeks of problem detection or notification. Service Level Service Level Failure - Within 24 hours after becoming aware of or notified of an Incident. - None. Service Level Failure - 24 hours or more after becoming aware of or notified of an Incident. - None. - $500 for each additional 4 hour increment. Target Resolution - Within 2 business days, unless Saint Luke’s agrees in writing that temporary workaround is acceptable until permanent fix is released. P4 Incidents Initial Contact with Saint Luke’s - Respond to Saint Luke’s call for assistance within 24 hours of via email or other agreed mechanism. - Initiate work within 3 business days. - Provide updates at least every 3 business days via email, until problem resolved. Problem Resolution - Root cause analysis required within 60 days of problem detection or notification. Service Level - Within 2 weeks after becoming aware of or notified of an Incident. Target Resolution - To be agreed upon by the parties, but no later than next Service release. ReportingUptime Guarantee - Failure of the Equipment to be “available” 99% with availability calculated using the P1, P2 and P3 Incidents occurring over a period of not less than three (3) months. -$ Reporting - All monthly reports submitted on or before 10th of each month. - Late reports. - $0. - $100 per day late per report.

Service Level Measurement Required Metric Service Level Credit. Resolution detection or notification. - Incident report due within 1 week of problem detection or notification. - Company will participate in Saint Luke’s problem resolution process on request. Service Level Service Level Failure - Less than 60 minutes of becoming aware of or notified of, an Incident - None. Service Level Failure - 60 more minutes after becoming aware of or notified of an Incident. - None. - $1,000 for initial 60 minutes. - $1000 for each additional 60 minutes. Target Resolution - Within 4 hours, unless Saint Luke’s agrees in writing that a temporary workaround is acceptable. P3 Incidents Initial Contact with Saint Luke’s - Respond to Saint Luke’s call for assistance within 4 hours of via email or other agreed mechanism. - Initiate work within 1 business day. - Provide updates at least every 4 hours via phone or email for agreed upon negotiated time frame, until problem resolved. - Escalation at Company will occur after 48 hours. Problem Resolution - Root Cause analysis required within 30 days of problem detection or notification. - Incident report due within 2 weeks of problem detection or notification. Service Level Service Level Failure - Within 24 hours after becoming aware of or notified of an Incident. - None. Service Level Failure - 24 hours or more after becoming aware of or notified of an Incident. - None. - $500 for each additional 4 hour increment. Target Resolution - Within 2 business days, unless Saint Luke’s agrees in writing that temporary workaround is acceptable until permanent fix is released. P4 Incidents Initial Contact with Saint Luke’s - Respond to Saint Luke’s call for assistance within 24 hours of via email or other agreed mechanism. - Initiate work within 3 business days. - Provide updates at least every 3 business days via email, until problem resolved. Problem Resolution - Root cause analysis required within 60 days of problem detection or notification. Service Level - Within 2 weeks after becoming aware of or notified of an Incident. Target Resolution - To be agreed upon by the parties, but no later than next Service release. ReportingUptime Guarantee - Failure of the Products to be “available” 99% with availability calculated using the P1, P2 and P3 Incidents occurring over a period of not less than three (3) months. -$ Reporting - All monthly reports submitted on or before 10th of each month. - Late reports. - $0. - $100 per day late per report.