Common use of Time Definitions Clause in Contracts

Time Definitions. Reporting Tools: OPAS Incident Management , Change Management, Atrium Exceptions: - Single point of failure of hardware, software, or carrier services Root Cause - All records that will indicate not part of this SLA as part of RCA from clause "Will be measured using an Incident RCA based measurement approach" flagged as Excluded from SLA reporting Supplemental definition of terms: Service availability for Right Fax (including SQL server database) server to send and receive faxes. Low Volume Eligible: No Threshold parameters: ***% SLA Metrics and parameters: (field names in OPAS) Supporting CompanyPriority Product NameIncident IDIncident Related ChangeIncident Assigned Date/TimeIncident Resolved Date/TimeChange IDChange CI UnavailabilityChange CI Unavailability Start Date/TimeChange CI Unavailability End Date/Time Logical description of the SLA calculation: Report CriteriaSupporting Company = “CORELOGIC”,”STARS”,”RELS”,”FINITI”Priority = Critical or HighService Tier = “RightFax”Incident Resolved Date/Time = Period of ReportingIncident Related Changes for All incidents during the Period of Reporting Calculations Service Level Achievement = (Total number of hours of RightFax UPTIME/ Expected Uptime * 100%

Time Definitions. Reporting Tools: OPAS Incident Management , Change Management, Atrium Exceptions: - Single point of failure of hardware, software, or carrier services Root Cause - All records that will indicate not part of this SLA as part of RCA from clause "Will be measured using an Incident RCA based measurement approach" flagged as Excluded from SLA reporting Supplemental definition of terms: Service availability for Right Fax (including SQL server database) server to send and receive faxes. Low Volume Eligible: No Threshold parameters: ***% SLA Metrics and parameters: (field parameters:(field names in OPAS) Supporting CompanyPriority Product CompanyPriorityProduct NameIncident IDIncident Related ChangeIncident Assigned Date/TimeIncident Resolved Date/TimeChange IDChange CI UnavailabilityChange CI Unavailability Start Date/TimeChange CI Unavailability End Date/Time Logical description of the SLA calculation: Report CriteriaSupporting Company = “CORELOGIC”,”STARS”,”RELS”,”FINITI”Priority = Critical or HighService Tier = “RightFax”Incident Resolved Date/Time = Period of ReportingIncident Related Changes for All incidents during the Period of Reporting Calculations Service Level Achievement = (Total number of hours of RightFax UPTIME/ Expected Uptime * 100%

Time Definitions. Reporting Tools: OPAS Incident Management , Change /Change Management, Atrium CMDB Exceptions: - Individual mailbox or mobile device Availability, individual incoming and outgoing mail delivery time. - Single point of failure (excluding RAID0 mail stores) of hardware, softwareSoftware, or carrier services Root Cause - All records that will indicate not part of this SLA as part of RCA from clause "Will be measured using an Incident RCA based measurement approach" flagged as Excluded from SLA reporting Supplemental definition of terms: Service availability for Right Fax (including SQL server database) server to send and receive faxes. Low Volume Eligible: No Threshold parameters: Expected Service Level - ***% SLA Metrics and parameters: (field parameters:(field names in OPAS) Supporting CompanyPriority Product NameIncident CompanyPriorityProduct Catalogue Tier 3Incident IDIncident Related ChangeIncident Assigned Date/TimeIncident Resolved Date/TimeChange IDChange CI UnavailabilityChange CI Unavailability Start Date/TimeChange CI Unavailability End Date/Time TimeCMDB Service Tier Logical description of the SLA calculation: Report CriteriaSupporting Company = “CORELOGIC”,”STARS”,”RELS”,”FINITI”Priority CORELOGIC”,”STARS”,”RELS”,”FINITI”, Priority = Critical or HighService HighCMDB Service Tier = “RightFax”Incident Exchange” CI Name as provided aboveIncident Resolved Date/Time = Period of ReportingIncident Related Changes for All incidents during the Period of Reporting Calculations Service Level Achievement = (Total number of hours of RightFax Exchange Email Service UPTIME/ Expected Uptime * 100%% 24. 2.4.d CSL-ENT-PERCENTAGE AVAILABILITY OF CITRIX METAFRAME SLA Start Date: 8/1/2013 First Reporting Period: 8/31/2013 First Report Date: 9/6/2013 Reporting Period: *** UNDERSTANDING Contract Reference: Category: CORELOGIC-Dell Schedule A-3.1(Service Level Matrix)CORELOGIC-Dell Supplement A Critical Service Level Interpreted Intent of SLA: Service Availability is defined by availability of core Citrix services like IMA service, Print spooler, XML service and published applications.

Time Definitions. Reporting Tools: OPAS Incident Management , Change /Change Management, Atrium CMDB Exceptions: - Individual mailbox or mobile device Availability, individual incoming and outgoing mail delivery time. - Single point of failure (excluding RAID0 mail stores) of hardware, softwareSoftware, or carrier services Root Cause - All records that will indicate not part of this SLA as part of RCA from clause "Will be measured using an Incident RCA based measurement approach" flagged as Excluded from SLA reporting Supplemental definition of terms: Service availability for Right Fax (including SQL server database) server to send and receive faxes. Low Volume Eligible: No Threshold parameters: Expected Service Level – ***% SLA Metrics and parameters: (field names in OPAS) Supporting CompanyPriority Product NameIncident CompanyPriorityProduct Catalogue Tier 3Incident IDIncident Related ChangeIncident Assigned Date/TimeIncident Resolved Date/TimeChange IDChange CI UnavailabilityChange CI Unavailability Start Date/TimeChange CI Unavailability End Date/Time TimeCMDB Service Tier Logical description of the SLA calculation: Report CriteriaSupporting Company = “CORELOGIC”,”STARS”,”RELS”,”FINITI”Priority CORELOGIC”,”STARS”,”RELS”,”FINITI”, Priority = Critical or HighService HighCMDB Service Tier = “RightFax”Incident Exchange” CI Name as provided aboveIncident Resolved Date/Time = Period of ReportingIncident Related Changes for All incidents during the Period of Reporting Calculations Service Level Achievement = (Total number of hours of RightFax Exchange Email Service UPTIME/ Expected Uptime * 100%