Common use of THE SERVICE LEVELS Clause in Contracts

THE SERVICE LEVELS. VDC protection Tiers Protection Tier Peer Data Centre (HA VDC at Peer Data Centre) Self Service File Backup & restore VDC Level Backup (standby VDC at Peer Data Centre) RPO* RTO** Gold Yes Yes Yes < 1 hour < 1 hour Silver No Yes Yes 24 hours 24 hours Bronze No No Yes 24 hours 24 hours Archive Yes Yes N/A <1 hour <1 hour * Recovery Point Objective (data loss between last known good copy and disaster event) ** Recovery Time Objective (time between disaster event and resumption of IAAS) Gold Silver Bronze monthly availability of IAAS (subject to Clause 5.4) 99.85% 99.45% 99.45% Service Credits 10% of monthly Service Fee relating to month in question if Downtime for that month exceeds 0.15% 10% of monthly Service Fee relating to month in question if Downtime for that month exceeds 0.55% 10% of monthly Service Fee relating to month in question if Downtime for that month exceeds 0.55% Response Time 1 hour on 24/7 basis 1 hour during Working Hours 1 hour during Working Hours Recovery Point Objective (i.e. data loss between last known good copy and disaster event) 24 hours 24 hours Recovery Time Objective i.e. time between disaster and resumption of service 24 hours 24 hours SERVICE LEVEL The following Service Level applies only to the Services and is subject to Clauses 5.4 and 5.5.

THE SERVICE LEVELS. VDC protection Tiers Protection Tier Peer Data Centre (HA VDC at Peer Data Centre) Self Service File Backup & restore VDC Level Backup (standby VDC at Peer Data Centre) RPO* RTO** Gold Yes Yes Yes < 1 hour < 1 hour Silver No Yes Yes 24 hours 24 hours Bronze No No Yes 24 hours 24 hours Archive Yes Yes N/A <1 hour <1 hour * Recovery Point Objective (data loss between last known good copy and disaster event) ** Recovery Time Objective (time between disaster event and resumption of IAAS) Gold Silver Bronze monthly availability of IAAS (subject to Clause 5.4) 99.85% 99.45% 99.45% Service Credits 10% of monthly Service Fee relating to month in question if Downtime for that month exceeds 0.15% 10% of monthly Service Fee relating to month in question if Downtime for that month exceeds 0.55% 10% of monthly Service Fee relating to month in question if Downtime for that month exceeds 0.55% Response Time 1 hour on 24/7 basis 1 hour during Working Hours 1 hour during Working Hours Recovery Point Objective (i.e. data loss between last known good copy and disaster event) 24 hours 24 hours Recovery Time Objective i.e. time between disaster and resumption of service 24 hours 24 hours SERVICE LEVEL The following Service Level applies only to the Services and is subject to Clauses 5.4 and 5.5.