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Page 6 of 8 <br /> <br /> <br /> <br />Service level agreements <br />Service Levels will be calculated and reported monthly, and measured quarterly. Service Levels apply to <br />support tasks based on priority and applicable service. Priorities are defined as follows: <br />Priority Level Definition for Monitoring & Management Support Services <br />Priority 1  A critical system or service is unavailable, causing a severe impact on operations. <br /> There is no alternative, redundant or back-up to this system or service. <br />Priority 2  A critical system or service is slowed or interrupted, however a work-around is <br />in place so that operations can continue. <br />  A service interruption is occurring on a non-critical system or service. <br />Priority 3  The functionality of a non-critical system or service has been degraded. <br />  An error has been detected that is not affecting service performance or availability. <br />Service Service Level Agreement <br />All Services <br />Support Staff NWN’s NOC Operations Center will be staffed 7 X 24 X 365 <br />Speed of Answer 90% of phone calls to the NOC will be answered within 60 seconds.1 <br />Abandonment Less than 3% of phone calls to the NOC will abandon after 60 seconds.2 <br />Email Cases will be created in NWN’s Case management system within <br />15 minutes of email arriving 95% of the time3 <br />Patch Management <br />Patched Deployed 95% of all supported patches available for deployment will be <br />deployed to the customer’s devices within 2 business days. <br />Emergency Patching 95% of all Microsoft emergency 0 Day patch requests will be deployed <br />to the customer’s devices within 48 hours of the patch release date <br />from the vendor pending ASE and/or Customer approval. <br /> <br />1 Measured Monthly across all clients <br />2 Measured Monthly across all clients <br />3 Measure across all customers <br />DocuSign Envelope ID: F187B572-34B4-412A-9415-7CF07131CC9A