OOO and Content Server

Service Level Agreement

1) Hosted Service Uptime Goal

a) Uptime/Availability Statement:
The availability of OOO and Content Server depends on many factors, including xxx connection to
the Internet, the availability of the Internet and Internet backbone, and equipment that, by its
nature, is not fault tolerant. xxx will use commercially reasonable efforts to make available to all
clients access and use (over the Internet) 24 hours per day, 7 days per week except for periods of
scheduled maintenance.

Historically, OOO and Content Server (since its operational date) have maintained an average 99.5
percent uptime rate.

b) Performance Statement:
The OOO Technical Requirements denote minimum standards to utilize xxx
software/courseware/services/features via OOO and Content Server but they do not guarantee
performance or perception of performance. xxx continually monitors our hosted platform to
maximize and improve performance. As new technology becomes available, xxx will evaluate that
technology and implement it into OOO and Content Server at its discretion. Variables beyond the
physical control of xxx that may affect performance but are not limited to clients network
protocols and bandwidth; clients Internet connection; clients ISP; and general Internet Traffic.

2) Maintenance schedule and notification procedures

a) Maintenance Schedule
Scheduled maintenance occurs (minimally) on the first Saturday of each month. xxx retains the
right to schedule downtimes at any time, without advanced prior notice or coordination, for
emergencies if such downtimes will prevent outages of OOO and Content Server at critical times.
xxx will use commercially reasonable efforts for planned maintenance during U.S. non-business
hours.

b) Maintenance Notification
If scheduled maintenance is expected to take longer than 2 hours, xxx will notify Client
administrators 48 hours in advance via email.

3) Change Management Plans and Notification Procedures

xxx continually monitors our hosted platform to maximize and improve performance. As new
technology becomes available, xxx will evaluate that technology and implement it into OOO and
Content Server at its discretion.

Prior to the implementation of any new feature or service, or a change to an existing feature or
service, xxx will notify the customer as to the change and when the change will be available.
Depending on the nature of the change, the implementation may be scheduled with the customer
to best suit the needs of both xxx and the customer. For changes to the basic OOO or Content
 Server infrastructure, these changes may be implemented without the ability to schedule based on
a customer by customer basis, but instead will be scheduled for a service-wide implementation.
For either type of change, the customer will be notified in advance of any change that would add
or modify a new feature or service.

Changes that are implemented to correct issues or bugs will be implemented as soon as possible.

4) Escalation Contact List

a) Product Support Center (PSC)
The initial point of contact for the identification, resolution, and (if necessary) escalation of
technical customer service requests. The Product Support Center (PSC) offers the
following services: technical information; troubleshooting of technical issues; assistance
with feature functions; testing of courseware to validate issues; product installation
assistance; and incident logging, tracking, and reporting.

Hours of Operation:

7:30 a.m. to 5 p.m. CST: 1st and 2nd level support

5 p.m. to 7 p.m. CST: 1st level support
After 7 p.m. CST weeknights and on weekends: 1st level emergency calls will be
responded to within 2 hours; routine calls will be returned the next business day

Contacting the PSC

Contact the PSC by dialing:

1-800-265-1900/Option 2
If all analysts are busy, calls are placed in a queue in the order in which they are
received. The caller also has the option of leaving a message, which should be
responded to within 4 hours.
You may also contact the PSC by sending an email to: