ANNEX F

TECHNICAL SERVICE STANDARDS OF PTI

This annex details the Technical Service Standards (Service Standards) to be

provided by PTI as set forth in this Agreement. The Service Standards are effective for
the term. For quality and performance review purposes, these Service Standards will
be reviewed quarterly.

1. System Availability – Availability refers to the availability of the Processing

Services for the use of the MERCHANT. PTI will maintain appropriate staffing to meet
the standard availability for the Processing Services below:

PTI’s Processing Services will be operational a minimum of 365 days

of the time over 365 days, except for the scheduled down times and
special requests mutually agreed by both parties. Any unscheduled
downtime shall not exceed 6 hours at any time, and shall not exceed
6 hours within a rolling twenty-four (24) hour period commencing
from the receipt of the first outage. Scheduled downtimes shall not
occur during the hours of 7:00am through 8:00pm Monday thru
Saturday.

2. Average Response Time – Using the Direct Connect (Private Network)

architecture, the Average Response Time for PTI’s server to send authorization
responses to the MERCHANT shall not exceed 3 minutes on average over any 60-minute
period. If the Average Response Time exceeds2 minutes then the MERCHANT can
attribute its excessive connectivity time to PTI, the credit card/debit card acquiring
banks or financial institutions, mobile payments services companies such as GCash,
PayPal, and other alternative forms of payment services. In cases of failed transactions
due to excessive connectivity time, PTI shall inform the MERCHANT in writing of the
details of the said failed transaction, to enable the MERCHANT to reply to any customer
inquiries or complaints related to the said failed transaction.

3. Support Coverage – PTI and the MERCHANT will supply each other with
primary contact information for their respective designated Client Manager and
Technical Support Personnel. PTI will provide a dedicated service representative who
(a) has a strong understanding of the card acquiring industry and internet payments
systems; (b) understand the card association politics and processes; (c) has a strong
understanding of how PTI is organized; (d) has a strong understanding of the processes
of the credit card/debit card acquiring and issuing banks, mobile payment services and
other alternative mode of payments that form part of the Processing Services to be
provided by PTI; and (e) is dedicated and assigned full time to the MERCHANT’S account.

Business hours support will be available from 8:00am – 6:00pm for

business and operational questions from Monday to Friday.

Technical Desk will be available 8:00am – 6:00pm from Monday to

Saturady.
 4. Partnership Management – PTI and the MERCHANT will conduct weekly
(or other mutually agreed timeframe) conference calls or face-to-face meetings to review:

 all outstanding issues/problems

 product enhancements planned by either party
 system changes/upgrade and applicable launch standard
 post mortem on problem resolution

5. Problem Resolution

a) Problem Classification. The following Problem Classification Table

are used for classifying performance issues:

Problem Classification Table

Classification Criteria
The Processing Services are at a
Severity 1 standstill. The system is completely
(Critical) unusable and no work around is
currently known.
The Processing Services are significantly
impaired and impacting 30% or more
normal processing volumes. Key
Severity 2 business processes, such as
(Serious) Authorizations cannot be conducted
without significant delay or
business/financial impact. No known
workaround is currently available.
The Processing Services do not function
as designed. However, the
MERCHANT’s customers can use the
Severity 3 Processing Services without significant
(Degraded) delay. Transactions can be sent and
payments can be made; and
MERCHANT and its customers have
access to their payment information
Minor Bug Fixes – this group includes
Severity 4
problems that have little or no impact on
(Minimal)
the daily business process

b) Response Expectations – If the Processing Services for which PTI is

responsible fail to operate in conformance with the agreed specification or applicable
documentation, either PTI will itself note the problem or the MERCHANT may notify PTI
by calling the Partner Desk. PTI or the MERCHANT as the case may be, will immediately
classify the problem and assign engineers to resolve problems at the level of effort
indicated by the Response Expectation Table. New Cases will be classified as Level 3
until a new determination can be made. PTI or the MERCHANT, as the case may be,
may reclassify a problem as work arounds are developed or the severity is diminished,
subject to the consent of the other party, as the case may be, (such consent not to be
unreasonably withheld or delayed). Both parties will make best efforts to provide
ongoing and timely updates on the status and progress of problem resolution.
 c) Response Expectation Table – the following Response Expectation Table
specifies the level of response that will be given to a problem each step of the process
based upon the assigned severity of the problem. The table specifies the maximum
amount of time elapsed to complete each step.

Step 1. Represents the acknowledgment of the problem to the other

party and the beginning of the information gathering
process.
Step 2. Represents the timeframe during which the problem is being
actively addressed and a temporary patch, correction or
workaround is provided that allows processing to continue
as normal with no direct financial or operational impact. The
goal will be to provide a fix or a work around for a problem
as soon as possible. Critical problems will be worked on
continually until a satisfactory problem resolution can be
reached. Both parties will apply immediate and continuing
best efforts to achieve problem resolution.

Step 3. Represents the timeframe from the original identification by

which a permanent solution will be available.

d) Problem Resolution – Once a problem with Severity 1 or 2 is identified and

resolved through Step 2 of the Response Expectation Table an email will be initiated
within 24 hours with the details of the trouble ticket between the appropriate individuals
designated pursuant to the Service Standards. These individuals will then review and
agree on the Severity type, the company which is responsible for the error/bug/outage
(as the case may be), and the action required to permanently fix the problem. If there
is a dispute as to the Severity type or the party responsible for fixing the problem or the
permanent fix, the respective Client Managers will resolve such dispute.

Response Expectation Table

Severity Step 1 (Identify) Step 2 (Temporary Fix) Step 3
(Fix)
Immediate and continuing
1 (Critical) 10 minutes best efforts to restore
operations within 3 hours
Immediate and continuing
2 (Serious) 30 minutes best efforts to restore
operations within 12 hours
1 hour during normal
3 (Degraded) business hours, 2 5 calendar days
hours otherwise
Worked on time available
4 (Minimal) 1 business day As appropriate
basis

6. Monitoring – PTI will perform multiple levels and types of monitoring to

maintain a continuous pulse on the production environment on behalf of the
MERCHANT. Such services will range from on-going automated observations to manual
checkpoints performed by PTI. Such monitoring will be performed on the following
components of PayGate:
  Telecommunications/Networks
 Servers: includes application, database and web servers (both
production and failover)
 Systems: include core systems software
 Applications
 Data: includes processing data from applications and data transfers
from PTI to the credit card/debit card acquiring banks and mobile
payment services companies

7. Failed Events – In the event that a Failed Event occurs the Client Manager
of PTI will provide written explanation for the specific failed event to the MERCHANT
within 96 hours of said event. After [*] of Failed Events as defined by these Service
Standards, the MERCHANT may terminate this Agreement upon written notice to PTI:

FAILED EVENTS ARE DEFINED AS:

 Violation of Section I - Service Availability

 Violation of Section V – Problem Resolution