Service Level Agreements

The following tables show the proposed service level agreements and the penalties
that apply in case of non-compliance:

Example: Wintel availability

Definition:
The percent of time that the Wintel system is available for normal business operations.
The provider does not comply with that requirement if one ore more servers of the
corresponding service quality category exceeds the established values.

Requirements:
24/7 (365 days a year), except for scheduled downtime of 2 hours per month for
scheduled maintenance (if required) on Sunday between 07:30 and 16:00, based on
the relevant time zone.

Ranges of compliance and non-compliance:

Service quality GOLD:

Required value Severity level of non- Penalty*

compliance

≥ 99,9% - -

99,5% ≤ x < 99,9% low -

99,0% ≤ x < 99,5% medium 5%

95,0% ≤ x < 99,0% high 10%

< 95,0% critical 20%

Service quality SILVER:

Required value Severity level of non- Penalty*

compliance

≥ 99,5% - -

99,0 ≤ x < 99,5% low -

97,5% ≤ x < 99,0% medium 2%

92,0% ≤ x < 97,5% high 5%

< 92,0% critical 10%

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Service quality BRONZE:

Required value Severity level of non- Penalty*

compliance

≥ 99% - -

98% ≤ x < 99% low -

95,0% ≤ x < 98% medium 2%

90,0% ≤ x < 95% high 5%

< 90,0% critical 10%

*) The percentage of the penalty applies to the total amount that is to be invoiced for
all Wintel servers with the corresponding service quality.

Measurement frequency:
Monthly

Calculation formula:
Total available hours/by total hours in measurement period. Example: 24 Hours * 21.16
Days (average work days in a month) = "Monthly Available" to define if "Service Level
Attained"

Data sources:
Service Provider supplies tool that automatically records via "date and time stamping"
for each activity within a process, including up-time and down-time data

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