Common use of Service Scope Clause in Contracts

Service Scope. Centre will provide Customer with the following IT Services: Centre Assist - Servers Monitoring Only Basic Professional Elite X Unlimited Remote Support (Mon-Fri 7am-6pm) N Y Y Y Unlimited On-Site Support (Mon-Fri 7am-6pm) N N Y Y Emergency After-Hours Support (Excluding Weekends) N N Y Y 24 x 7 Support N N N Y Backup Monitoring and Administration N Y Y Y Drive Space & Event Log Monitoring Y Y Y Y Service Availability Monitoring Y Y Y Y Database & Critical Applications N Y Y Y Microsoft Exchange N Y Y Y Printer Management N Y Y Y Microsoft Patch Management Y Y Y Y Log File Maintenance N Y Y Y Asset Management N Y Y Y QBR and Budget Forecasting N Y Y Y CMAC™ Dashboards (Real-Time, Historical Trending) Y Y Y Y Anti-Virus Software Management Y Y Y Y Anti-Virus License Y Y Y Y User Account Administrator N Y Y Y File Sharing N Y Y Y Security Administration N Y Y Y Centre Assist - PC Monitoring Only Basic Professional Elite X Unlimited Remote Support (Mon-Fri 7am-6pm) N Y Y Y Unlimited On-Site Support (Local Areas Only) N N Y Y Emergency After-Hours Support (Excluding Weekends) N N Y Y 24 x 7 Support N N N Y Microsoft Application Support N Y Y Y Specialty Application Support N Y Y Y Mobile Device Support N Y Y Y Software & Patch Management N Y Y Y Microsoft Patch Management Y Y Y Y Asset Management Y Y Y Y QBR and Budget Forecasting N Y Y Y CMAC™ Dashboards (Real-Time, Historical Trending) Y Y Y Y Anti-Virus Software Management Y Y Y Y Anti-Virus License Y Y Y Y Centre Assist - Network Monitoring Only Basic Professional Elite X Unlimited Remote Support (Mon-Fri 7am-6pm) N Y Y Y Unlimited On-Site Support (Mon-Fri 7am-6pm) N N Y Y Emergency After-Hours Support (Excluding Weekends) N N Y Y 24 x 7 Support N N N Y Uptime/Connectivity Monitoring Y Y Y Y ISP Management Y Y Y Y Router Management N Y Y Y Firewall Management N Y Y Y VPN Management N Y Y Y Switch Management N Y Y Y Network Peripheral Management N Y Y Y Wireless Access Points N Y Y Y Backup & Recovery of Device Configurations N Y Y Y Firmware Updates N Y Y Y 3.2. Service Term The term of this SLA will coincide with the SSA Term defined on the SSA. In the event the Agreement is not timely terminated by either Party ninety (90) days prior to the end of the SSA Term, the Agreement shall automatically renew for subsequent one year terms unless terminated in accordance with Section 3.3 below.

Service Scope. Centre will provide Customer with the following IT Services: Centre Assist - Servers Monitoring Only Basic Professional X Elite X Unlimited Remote Support (Mon-Fri 7am-6pm) N Y Y Y Unlimited On-Site Support (Mon-Fri 7am-6pm) N N Y Y Emergency After-Hours Support (Excluding Weekends) N N Y Y 24 x 7 Support N N N Y Backup Monitoring and Administration N Y Y Y Drive Space & Event Log Monitoring Y Y Y Y Service Availability Monitoring Y Y Y Y Database & Critical Applications N Y Y Y Microsoft Exchange N Y Y Y Printer Management N Y Y Y Microsoft Patch Management Y Y Y Y Log File Maintenance N Y Y Y Asset Management N Y Y Y QBR and Budget Forecasting N Y Y Y CMAC™ Dashboards (Real-Time, Historical Trending) Y Y Y Y Anti-Virus Software Management Y Y Y Y Anti-Virus License Y Y Y Y User Account Administrator N Y Y Y File Sharing N Y Y Y Security Administration N Y Y Y Centre Assist - PC Monitoring Only Basic Professional Elite X Unlimited Remote Support (Mon-Fri 7am-6pm) N Y Y Y Unlimited On-Site Support (Local Areas Only) N N Y Y Emergency After-Hours Support (Excluding Weekends) N N Y Y 24 x 7 Support N N N Y Microsoft Application Support N Y Y Y Specialty Application Support N Y Y Y Mobile Device Support N Y Y Y Software & Patch Management N Y Y Y Microsoft Patch Management Y Y Y Y Asset Management Y Y Y Y QBR and Budget Forecasting N Y Y Y CMAC™ Dashboards (Real-Time, Historical Trending) Y Y Y Y Anti-Virus Software Management Y Y Y Y Anti-Virus License Y Y Y Y Centre Assist - Network Monitoring Only Basic Professional X Elite X Unlimited Remote Support (Mon-Fri 7am-6pm) N Y Y Y Unlimited On-Site Support (Mon-Fri 7am-6pm) N N Y Y Emergency After-Hours Support (Excluding Weekends) N N Y Y 24 x 7 Support N N N Y Uptime/Connectivity Monitoring Y Y Y Y ISP Management Y Y Y Y Router Management N Y Y Y Firewall Management N Y Y Y VPN Management N Y Y Y Switch Management N Y Y Y Network Peripheral Management N Y Y Y Wireless Access Points N Y Y Y Backup & Recovery of Device Configurations N Y Y Y Firmware Updates N Y Y Y 3.2. Service Term The term of this SLA will coincide with the SSA Term defined on the SSA. In the event the Agreement is not timely terminated by either Party ninety (90) days prior to the end of the SSA Term, the Agreement shall automatically renew for subsequent one year terms unless terminated in accordance with Section 3.3 below.

Service Scope. Centre will provide Customer with the following IT Services: Centre Assist - Servers Monitoring Only Basic X Professional Elite X Unlimited Remote Support (Mon-Fri 7am-6pm) N Y Y Y Unlimited On-Site Support (Mon-Fri 7am-6pm) N N Y Y Emergency After-Hours Support (Excluding Weekends) N N Y Y 24 x 7 Support N N N Y Backup Monitoring and Administration N Y Y Y Drive Space & Event Log Monitoring Y Y Y Y Service Availability Monitoring Y Y Y Y Database & Critical Applications N Y Y Y Microsoft Exchange N Y Y Y Printer Management N Y Y Y Microsoft Patch Management Y Y Y Y Log File Maintenance N Y Y Y Asset Management N Y Y Y QBR and Budget Forecasting N Y Y Y CMAC™ Dashboards (Real-Time, Historical Trending) Y Y Y Y Anti-Virus Software Management Y Y Y Y Anti-Virus License Y Y Y Y User Account Administrator N Y Y Y File Sharing N Y Y Y Security Administration N Y Y Y Centre Assist - PC Monitoring Only Basic Professional Elite X Unlimited Remote Support (Mon-Fri 7am-6pm) N Y Y Y Unlimited On-Site Support (Local Areas Only) N N Y Y Emergency After-Hours Support (Excluding Weekends) N N Y Y 24 x 7 Support N N N Y Microsoft Application Support N Y Y Y Specialty Application Support N Y Y Y Mobile Device Support N Y Y Y Software & Patch Management N Y Y Y Microsoft Patch Management Y Y Y Y Asset Management Y Y Y Y QBR and Budget Forecasting N Y Y Y CMAC™ Dashboards (Real-Time, Historical Trending) Y Y Y Y Anti-Virus Software Management Y Y Y Y Anti-Virus License Y Y Y Y Centre Assist - Network Monitoring Only Basic X Professional Elite X Unlimited Remote Support (Mon-Fri 7am-6pm) N Y Y Y Unlimited On-Site Support (Mon-Fri 7am-6pm) N N Y Y Emergency After-Hours Support (Excluding Weekends) N N Y Y 24 x 7 Support N N N Y Uptime/Connectivity Monitoring Y Y Y Y ISP Management Y Y Y Y Router Management N Y Y Y Firewall Management N Y Y Y VPN Management N Y Y Y Switch Management N Y Y Y Network Peripheral Management N Y Y Y Wireless Access Points N Y Y Y Backup & Recovery of Device Configurations N Y Y Y Firmware Updates N Y Y Y 3.2. Service Term The term of this SLA will coincide with the SSA Term defined on the SSA. In the event the Agreement is not timely terminated by either Party ninety (90) days prior to the end of the SSA Term, the Agreement shall automatically renew for subsequent one year terms unless terminated in accordance with Section 3.3 below.

Service Scope. Centre will provide Customer with the following IT Services: Centre Assist - Servers Monitoring Only Basic Professional X Elite X Unlimited Remote Support (Mon-Fri 7am-6pm) N Y Y Y Unlimited On-Site Support (Mon-Fri 7am-6pm) N N Y Y Emergency After-Hours Support (Excluding Weekends) N N Y Y 24 x 7 Support N N N Y Backup Monitoring and Administration N Y Y Y Drive Space & Event Log Monitoring Y Y Y Y Service Availability Monitoring Y Y Y Y Database & Critical Applications N Y Y Y Microsoft Exchange N Y Y Y Printer Management N Y Y Y Microsoft Patch Management Y Y Y Y Log File Maintenance N Y Y Y Asset Management N Y Y Y QBR and Budget Forecasting N Y Y Y CMAC™ Dashboards (Real-Time, Historical Trending) Y Y Y Y Anti-Virus Software Management Y Y Y Y Anti-Virus License Y Y Y Y User Account Administrator N Y Y Y File Sharing N Y Y Y Security Administration N Y Y Y Centre Assist - PC Monitoring Only Basic Professional X Elite X Unlimited Remote Support (Mon-Fri 7am-6pm) N Y Y Y Unlimited On-Site Support (Local Areas Only) N N Y Y Emergency After-Hours Support (Excluding Weekends) N N Y Y 24 x 7 Support N N N Y Microsoft Application Support N Y Y Y Specialty Application Support N Y Y Y Mobile Device Support N Y Y Y Software & Patch Management N Y Y Y Microsoft Patch Management Y Y Y Y Asset Management Y Y Y Y QBR and Budget Forecasting N Y Y Y CMAC™ Dashboards (Real-Time, Historical Trending) Y Y Y Y Anti-Virus Software Management Y Y Y Y Anti-Virus License Y Y Y Y Centre Assist - Network Monitoring Only Basic Professional X Elite X Unlimited Remote Support (Mon-Fri 7am-6pm) N Y Y Y Unlimited On-Site Support (Mon-Fri 7am-6pm) N N Y Y Emergency After-Hours Support (Excluding Weekends) N N Y Y 24 x 7 Support N N N Y Uptime/Connectivity Monitoring Y Y Y Y ISP Management Y Y Y Y Router Management N Y Y Y Firewall Management N Y Y Y VPN Management N Y Y Y Switch Management N Y Y Y Network Peripheral Management N Y Y Y Wireless Access Points N Y Y Y Backup & Recovery of Device Configurations N Y Y Y Firmware Updates N Y Y Y 3.2. Service Term The term of this SLA will coincide with the SSA Term defined on the SSA. In the event the Agreement is not timely terminated by either Party ninety (90) days prior to the end of the SSA Term, the Agreement shall automatically renew for subsequent one year terms unless terminated in accordance with Section 3.3 below.

Service Scope. Centre will provide Customer with the following IT Services: Centre Assist - Servers Monitoring Only Basic Professional Elite X . Unlimited Remote Support (Mon-Fri 7am-6pm) N Y Y Y Unlimited On-Site Support (Mon-Fri 7am-6pm) N N Y Y Emergency After-Hours Support (Excluding Weekends) N N Y Y 24 x 7 Support N N N Y Backup Monitoring and Administration N Y Y Y Drive Space & Event Log Monitoring Y Y Y Y Service Availability Monitoring Y Y Y Y Database & Critical Applications N Y Y Y Microsoft Exchange N Y Y Y Printer Management N Y Y Y Microsoft Patch Management Y Y Y Y Log File Maintenance N Y Y Y Asset Management N Y Y Y QBR Quarterly Business Review (QBR) and Budget Forecasting N Y Y Y CMAC™ Dashboards (Real-Time, Historical Trending) Y Y Y Y Anti-Virus Software Management Y Y Y Y Anti-Virus License Y Y Y Y User Account Administrator N Y Y Y File Sharing N Y Y Y Security Administration N Y Y Y Centre Assist - PC Monitoring Only Basic Professional Elite X Unlimited Remote Support (Mon-Fri 7am-6pm) N Y Y Y Unlimited On-Site Support (Local Areas OnlyMon-Fri 7am-6pm) N N Y Y Emergency After-Hours Support (Excluding Weekends) N N Y Y 24 x 7 Support N N N Y Microsoft Application Support N Y Y Y Specialty Application Support N Y Y Y Mobile Device Support N Y Y Y Software & and Patch Management N Y Y Y Microsoft Patch Management Y Y Y Y Asset Management Y Y Y Y QBR Quarterly Business Review (QBR) and Budget Forecasting N Y Y Y CMAC™ Dashboards (Real-Time, Historical Trending) Y Y Y Y Anti-Virus Software Management Y Y Y Y Anti-Virus License Y Y Y Y Centre Assist - Network Monitoring Only Basic Professional Elite X Unlimited Remote Support (Mon-Fri 7am-6pm) N Y Y Y Unlimited On-Site Support (Mon-Fri 7am-6pm) N N Y Y Emergency After-Hours Support (Excluding Weekends) N N Y Y 24 x 7 Support N N N Y Uptime/Connectivity Monitoring Y Y Y Y ISP Management Y Y Y Y Router Management N Y Y Y Firewall Management N Y Y Y VPN Management N Y Y Y Switch Management N Y Y Y Network Peripheral Management N Y Y Y Wireless Access Points N Y Y Y Backup & and Recovery of Device Configurations N Y Y Y Firmware Updates N Y Y Y 3.2. Service Term The term of this SLA will coincide with the SSA Term defined on the SSA. In the event the Agreement is not timely terminated by either Party ninety (90) days prior to the end of the SSA Term, the Agreement shall automatically renew for subsequent one year terms unless terminated in accordance with Section 3.3 below.Y

Service Scope. Centre will provide Customer with the following IT Services: Centre Assist - Servers Monitoring Only X Basic Professional Elite X Unlimited Remote Support (Mon-Fri 7am-6pm) N Y Y Y Unlimited On-Site Support (Mon-Fri 7am-6pm) N N Y Y Emergency After-Hours Support (Excluding Weekends) N N Y Y 24 x 7 Support N N N Y Backup Monitoring and Administration N Y Y Y Drive Space & Event Log Monitoring Y Y Y Y Service Availability Monitoring Y Y Y Y Database & Critical Applications N Y Y Y Microsoft Exchange N Y Y Y Printer Management N Y Y Y Microsoft Patch Management Y Y Y Y Log File Maintenance N Y Y Y Asset Management N Y Y Y QBR and Budget Forecasting N Y Y Y CMAC™ Dashboards (Real-Time, Historical Trending) Y Y Y Y Anti-Virus Software Management Y Y Y Y Anti-Virus License Y Y Y Y User Account Administrator N Y Y Y File Sharing N Y Y Y Security Administration N Y Y Y Centre Assist - PC Monitoring Only X Basic Professional Elite X Unlimited Remote Support (Mon-Fri 7am-6pm) N Y Y Y Unlimited On-Site Support (Local Areas Only) N N Y Y Emergency After-Hours Support (Excluding Weekends) N N Y Y 24 x 7 Support N N N Y Microsoft Application Support N Y Y Y Specialty Application Support N Y Y Y Mobile Device Support N Y Y Y Software & Patch Management N Y Y Y Microsoft Patch Management Y Y Y Y Asset Management Y Y Y Y QBR and Budget Forecasting N Y Y Y CMAC™ Dashboards (Real-Time, Historical Trending) Y Y Y Y Anti-Virus Software Management Y Y Y Y Anti-Virus License Y Y Y Y Centre Assist - Network Monitoring Only X Basic Professional Elite X Unlimited Remote Support (Mon-Fri 7am-6pm) N Y Y Y Unlimited On-Site Support (Mon-Fri 7am-6pm) N N Y Y Emergency After-Hours Support (Excluding Weekends) N N Y Y 24 x 7 Support N N N Y Uptime/Connectivity Monitoring Y Y Y Y ISP Management Y Y Y Y Router Management N Y Y Y Firewall Management N Y Y Y VPN Management N Y Y Y Switch Management N Y Y Y Network Peripheral Management N Y Y Y Wireless Access Points N Y Y Y Backup & Recovery of Device Configurations N Y Y Y Firmware Updates N Y Y Y 3.2. Service Term The term of this SLA will coincide with the SSA Term defined on the SSA. In the event the Agreement is not timely terminated by either Party ninety (90) days prior to the end of the SSA Term, the Agreement shall automatically renew for subsequent one year terms unless terminated in accordance with Section 3.3 below.

Service Scope. Centre will provide Customer with the following IT Services: Centre Assist - Servers Monitoring Only Basic X Professional Elite X Unlimited Remote Support (Mon-Fri 7am-6pm) N Y Y Y Unlimited On-Site Support (Mon-Fri 7am-6pm) N N Y Y Emergency After-Hours Support (Excluding Weekends) N N Y Y 24 x 7 Support N N N Y Backup Monitoring and Administration N Y Y Y Drive Space & Event Log Monitoring Y Y Y Y Service Availability Monitoring Y Y Y Y Database & Critical Applications N Y Y Y Microsoft Exchange N Y Y Y Printer Management N Y Y Y Microsoft Patch Management Y Y Y Y Log File Maintenance N Y Y Y Asset Management N Y Y Y QBR and Budget Forecasting N Y Y Y CMAC™ Dashboards (Real-Time, Historical Trending) Y Y Y Y Anti-Virus Software Management Y Y Y Y Anti-Virus License Y Y Y Y User Account Administrator N Y Y Y File Sharing N Y Y Y Security Administration N Y Y Y Centre Assist - PC Monitoring Only Basic X Professional Elite X Unlimited Remote Support (Mon-Fri 7am-6pm) N Y Y Y Unlimited On-Site Support (Local Areas Only) N N Y Y Emergency After-Hours Support (Excluding Weekends) N N Y Y 24 x 7 Support N N N Y Microsoft Application Support N Y Y Y Specialty Application Support N Y Y Y Mobile Device Support N Y Y Y Software & Patch Management N Y Y Y Microsoft Patch Management Y Y Y Y Asset Management Y Y Y Y QBR and Budget Forecasting N Y Y Y CMAC™ Dashboards (Real-Time, Historical Trending) Y Y Y Y Anti-Virus Software Management Y Y Y Y Anti-Virus License Y Y Y Y Centre Assist - Network Monitoring Only Basic X Professional Elite X Unlimited Remote Support (Mon-Fri 7am-6pm) N Y Y Y Unlimited On-Site Support (Mon-Fri 7am-6pm) N N Y Y Emergency After-Hours Support (Excluding Weekends) N N Y Y 24 x 7 Support N N N Y Uptime/Connectivity Monitoring Y Y Y Y ISP Management Y Y Y Y Router Management N Y Y Y Firewall Management N Y Y Y VPN Management N Y Y Y Switch Management N Y Y Y Network Peripheral Management N Y Y Y Wireless Access Points N Y Y Y Backup & Recovery of Device Configurations N Y Y Y Firmware Updates N Y Y Y 3.2. Service Term The term of this SLA will coincide with the SSA Term defined on the SSA. In the event the Agreement is not timely terminated by either Party ninety (90) days prior to the end of the SSA Term, the Agreement shall automatically renew for subsequent one year terms unless terminated in accordance with Section 3.3 below.

Service Scope. Centre will provide Customer with the following IT Services: Centre Assist - Servers Monitoring Only X Basic Professional Elite X Unlimited Remote Support (Mon-Fri 7am-6pm) N Y Y Y Unlimited On-Site Support (Mon-Fri 7am-6pm) N N Y Y Emergency After-Hours Support (Excluding Weekends) N N Y Y 24 x 7 Support N N N Y Backup Monitoring and Administration N Y Y Y Drive Space & Event Log Monitoring Y Y Y Y Service Availability Monitoring Y Y Y Y Database & Critical Applications N Y Y Y Microsoft Exchange N Y Y Y Printer Management N Y Y Y Microsoft Patch Management Y Y Y Y Log File Maintenance N Y Y Y Asset Management N Y Y Y QBR and Budget Forecasting N Y Y Y CMAC™ Dashboards (Real-Time, Historical Trending) Y Y Y Y Anti-Virus Software Management Y Y Y Y Anti-Virus License Y Y Y Y User Account Administrator N Y Y Y File Sharing N Y Y Y Security Administration N Y Y Y Centre Assist - PC Monitoring Only Basic Professional Elite X Unlimited Remote Support (Mon-Fri 7am-6pm) N Y Y Y Unlimited On-Site Support (Local Areas Only) N N Y Y Emergency After-Hours Support (Excluding Weekends) N N Y Y 24 x 7 Support N N N Y Microsoft Application Support N Y Y Y Specialty Application Support N Y Y Y Mobile Device Support N Y Y Y Software & Patch Management N Y Y Y Microsoft Patch Management Y Y Y Y Asset Management Y Y Y Y QBR and Budget Forecasting N Y Y Y CMAC™ Dashboards (Real-Time, Historical Trending) Y Y Y Y Anti-Virus Software Management Y Y Y Y Anti-Virus License Y Y Y Y Centre Assist - Network Monitoring Only X Basic Professional Elite X Unlimited Remote Support (Mon-Fri 7am-6pm) N Y Y Y Unlimited On-Site Support (Mon-Fri 7am-6pm) N N Y Y Emergency After-Hours Support (Excluding Weekends) N N Y Y 24 x 7 Support N N N Y Uptime/Connectivity Monitoring Y Y Y Y ISP Management Y Y Y Y Router Management N Y Y Y Firewall Management N Y Y Y VPN Management N Y Y Y Switch Management N Y Y Y Network Peripheral Management N Y Y Y Wireless Access Points N Y Y Y Backup & Recovery of Device Configurations N Y Y Y Firmware Updates N Y Y Y 3.2. Service Term The term of this SLA will coincide with the SSA Term defined on the SSA. In the event the Agreement is not timely terminated by either Party ninety (90) days prior to the end of the SSA Term, the Agreement shall automatically renew for subsequent one year terms unless terminated in accordance with Section 3.3 below.

Service Scope. Centre will provide Customer with the following IT Services: . Centre Assist - Servers Monitoring Only Basic BasicOnly Professional Elite X Unlimited Remote Support (Mon-Fri 7am-6pm) N Y Y Y Unlimited On-Site Support (Mon-Fri 7am-6pm) N N Y Y Emergency After-Hours Support (Excluding Weekends) N N Y Y 24 x 7 Support N N N Y Backup Monitoring and Administration N Y Y Y Drive Space & Event Log Monitoring Y Y Y Y Service Availability Monitoring Y Y Y Y Database & Critical Applications N Y Y Y Microsoft Exchange N Y Y Y Printer Management N Y Y Y Microsoft Patch Management Y Y Y Y Log File Maintenance N Y Y Y Asset Management N Y Y Y QBR Quarterly Business Review (QBR) and Budget Forecasting N Y Y Y CMAC™ Dashboards (Real-Time, Historical Trending) Y Y Y Y Anti-Virus Software Management Y Y Y Y Anti-Virus License Y Y Y Y User Account Administrator N Y Y Y File Sharing N Y Y Y Security Administration N Y Y Y Centre Assist - PC and Workstations Monitoring Basic Only Basic Professional Elite X Unlimited Remote Support (Mon-Fri 7am-6pm) N Y Y Y Unlimited On-Site Support (Local Areas OnlyMon-Fri 7am-6pm) N N Y Y Emergency After-Hours Support (Excluding Weekends) N N Y Y 24 x 7 Support N N N Y Microsoft Application Support N Y Y Y Specialty Application Support N Y Y Y Mobile Device Support N Y Y Y Software & and Patch Management N Y Y Y Microsoft Patch Management Y Y Y Y Asset Management Y Y Y Y QBR Quarterly Business Review (QBR) and Budget Forecasting N Y Y Y CMAC™ Dashboards (Real-Time, Historical Trending) Y Y Y Y Anti-Virus Software Management Y Y Y Y Anti-Virus License Y Y Y Y Centre Assist - Network Monitoring Basic Only Basic Professional Elite X Unlimited Remote Support (Mon-Fri 7am-6pm) N Y Y Y Unlimited On-Site Support (Mon-Fri 7am-6pm) N N Y Y Emergency After-Hours Support (Excluding Weekends) N N Y Y 24 x 7 Support N N N Y Uptime/Connectivity Monitoring Y Y Y Y ISP Management Y Y Y Y Router Management N Y Y Y Firewall Management N Y Y Y VPN Management N Y Y Y Switch Management N Y Y Y Network Peripheral Management N Y Y Y Wireless Access Points N Y Y Y Backup & and Recovery of Device Configurations N Y Y Y Firmware Updates N Y Y Y 3.2. Service Term The term of this SLA will coincide with the SSA Term defined on the SSA. In the event the Agreement is not timely terminated by either Party ninety (90) days prior to the end of the SSA Term, the Agreement shall automatically renew for subsequent one year terms unless terminated in accordance with Section 3.3 below.Y

Service Scope. Centre will provide Customer with the following IT Services: . Centre Assist - Servers Monitoring Only MonitoringOnly Basic Professional Elite X Unlimited Remote Support (Mon-Fri 7am-6pm) N Y Y Y Unlimited On-Site Support (Mon-Fri 7am-6pm) N N Y Y Emergency After-Hours Support (Excluding Weekends) N N Y Y 24 x 7 Support N N N Y Backup Monitoring and Administration N Y Y Y Drive Space & Event Log Monitoring Y Y Y Y Service Availability Monitoring Y Y Y Y Database & Critical Applications N Y Y Y Microsoft Exchange N Y Y Y Printer Management N Y Y Y Microsoft Patch Management Y Y Y Y Log File Maintenance N Y Y Y Asset Management N Y Y Y QBR Quarterly Business Review (QBR) and Budget Forecasting N Y Y Y CMAC™ Dashboards (Real-Time, Historical Trending) Y Y Y Y Anti-Virus Software Management Y Y Y Y Anti-Virus License Y Y Y Y User Account Administrator N Y Y Y File Sharing N Y Y Y Security Administration N Y Y Y Centre Assist - PC and Workstations Monitoring Only Basic Professional Elite X Unlimited Remote Support (Mon-Fri 7am-6pm) N Y Y Y Unlimited On-Site Support (Local Areas OnlyMon-Fri 7am-6pm) N N Y Y Emergency After-Hours Support (Excluding Weekends) N N Y Y 24 x 7 Support N N N Y Microsoft Application Support N Y Y Y Specialty Application Support N Y Y Y Mobile Device Support N Y Y Y Software & and Patch Management N Y Y Y Microsoft Patch Management Y Y Y Y Asset Management Y Y Y Y QBR Quarterly Business Review (QBR) and Budget Forecasting N Y Y Y CMAC™ Dashboards (Real-Time, Historical Trending) Y Y Y Y Anti-Virus Software Management Y Y Y Y Anti-Virus License Y Y Y Y Centre Assist - Network Monitoring Only MonitoringOnly Basic Professional Elite X Unlimited Remote Support (Mon-Fri 7am-6pm) N Y Y Y Unlimited On-Site Support (Mon-Fri 7am-6pm) N N Y Y Emergency After-Hours Support (Excluding Weekends) N N Y Y 24 x 7 Support N N N Y Uptime/Connectivity Monitoring Y Y Y Y ISP Management Y Y Y Y Router Management N Y Y Y Firewall Management N Y Y Y VPN Management N Y Y Y Switch Management N Y Y Y Network Peripheral Management N Y Y Y Wireless Access Points N Y Y Y Backup & and Recovery of Device Configurations N Y Y Y Firmware Updates N Y Y Y 3.2. Service Term The term of this SLA will coincide with the SSA Term defined on the SSA. In the event the Agreement is not timely terminated by either Party ninety (90) days prior to the end of the SSA Term, the Agreement shall automatically renew for subsequent one year terms unless terminated in accordance with Section 3.3 below.Y

Service Scope. Centre will provide Customer with the following IT Services: Centre Assist - Servers Monitoring Only Basic Professional Elite X Unlimited Remote Support (Mon-Fri 7am-6pm) N Y Y Y Unlimited On-Site Support (Mon-Fri 7am-6pm) N N Y Y Emergency After-Hours Support (Excluding Weekends) N N Y Y 24 x 7 Support N N N Y Backup Monitoring and Administration N Y Y Y Drive Space & Event Log Monitoring Y Y Y Y Service Availability Monitoring Y Y Y Y Database & Critical Applications N Y Y Y Microsoft Exchange N Y Y Y Printer Management N Y Y Y Microsoft Patch Management Y Y Y Y Log File Maintenance N Y Y Y Asset Management N Y Y Y QBR and Budget Forecasting N Y Y Y CMAC™ Dashboards (Real-Time, Historical Trending) Y Y Y Y Anti-Virus Software Management Y Y Y Y Anti-Virus License Y Y Y Y User Account Administrator N Y Y Y File Sharing N Y Y Y Security Administration N Y Y Y Centre Assist - PC Monitoring Only Basic Professional Elite X Unlimited Remote Support (Mon-Fri 7am-6pm) N Y Y Y Unlimited On-Site Support (Local Areas Only) N N Y Y Emergency After-Hours Support (Excluding Weekends) N N Y Y 24 x 7 Support N N N Y Microsoft Application Support N Y Y Y Specialty Application Support N Y Y Y Mobile Device Support N Y Y Y Software & Patch Management N Y Y Y Microsoft Patch Management Y Y Y Y Asset Management Y Y Y Y QBR and Budget Forecasting N Y Y Y CMAC™ Dashboards (Real-Time, Historical Trending) Y Y Y Y Anti-Virus Software Management Y Y Y Y Anti-Virus License Y Y Y Y Centre Assist - Network Monitoring Only Basic Professional Elite X Unlimited Remote Support (Mon-Fri 7am-6pm) N Y Y Y Unlimited On-Site Support (Mon-Fri 7am-6pm) N N Y Y Emergency After-Hours Support (Excluding Weekends) N N Y Y 24 x 7 Support N N N Y Uptime/Connectivity Monitoring Y Y Y Y ISP Management Y Y Y Y Router Management N Y Y Y Firewall Management N Y Y Y VPN Management N Y Y Y Switch Management N Y Y Y Network Peripheral Management N Y Y Y Wireless Access Points N Y Y Y Backup & Recovery of Device Configurations N Y Y Y Firmware Updates N Y Y Y 3.2. Service Term The term of this SLA will coincide with the SSA Term defined on the SSA. In the event the Agreement is not timely terminated by either Party ninety (90) days prior to the end of the SSA Term, the Agreement shall automatically renew for subsequent one year terms unless terminated in accordance with Section 3.3 below.