Common use of Hosting and Support Services Clause in Contracts

Hosting and Support Services. CSG shall provide technical support and operational maintenance for the Production Environment of the Ascendon System as part of the Ascendon SaaS Services. These hosting and support services are provided in a manner to maximize Service Availability and minimize any Service Interruption of the Production Environment. CSG shall provide the hosting services from facilities located in the United States. Under no circumstance shall hosting services be provided from an off-shore location without the prior written consent of an Authorized Customer Representative. Technical Support/Operations Customer may submit support incidents or queries to CSG’s ISD via telephone (************), or CSG’s web accessible ticket tracking system (accessed at **********.**********.***) and other mutually agreed means; provided, that Customer must notify CSG of ******** ***** * ******** *** ******** ***** * **** issues via telephone to the ISD. CSG shall provide support on a ******** for issues with a ******** ***** of “********” and “****” and during **** ** – **** ** ******* for issues with a ******** ***** of “******” and “***”. Should CSG discover a performance or operations issue impacting the Production Environment, CSG shall notify the Customer Project Manager identified in an affected Ascendon Service Order (or such other representative Customer has identified to CSG in writing (email acceptable) to receive such notice) of such issue, as well as CSG’s initial assessment of issue severity, no later than (i) ****** (**) ******* from the time of discovery of a ******** ***** * ******** *** ******** ***** * **** issue and (ii) *** (*) ******** *** for a ******** ***** * ****** issue. CSG shall escalate support issues as follows: ➢ Level 1 Support (SSC): CSG provides initial support through CSG’s ISD, which shall provide for the initial triage of an issue. The ID may be contacted via telephone (******** *** ******** ***** * ******** *** ******** ***** * **** ******), email or web (through CSG’s extranet at *************************) and will work with the Customer to collect pertinent information, understand the issue and attempt to replicate and resolve. If, after the ISD’s investigatory resources are exhausted, the ISD still unable to resolve the issue, it will escalate to ▇▇▇▇▇ ▇ Support. ➢ Level 2 Support (Operations): Once the ISD escalates the issue to Operations, Operations begins troubleshooting and analyzing the issue. Operations has additional security rights permitting it to dig deeper into the issue through database queries, server reviews and monitoring. If, after the Operations’ investigatory resources are exhausted the issue remains unresolved, the issue will be escalated to ▇▇▇▇▇ ▇ Support. ➢ ▇▇▇▇▇ ▇ ▇▇▇▇▇▇▇ (▇▇▇▇▇▇▇▇▇▇▇, ▇▇, etc.): If necessary, the Level 3 Support Team will be engaged to attempt to determine root cause for the reported and unresolved issue. The Level 3 Support team may include developers, Quality Assurance analysts, and/or implementation analysts with additional access permissions to review code or provide additional technical insight into expected versus actual behavior of the Ascendon System. The table below identifies the contact information for all levels of Ascendon Support Services. All critical issues requiring escalation are managed through the ISD who will contact the appropriate on-call personnel: ▇▇▇▇▇ ▇ ▇▇▇▇▇▇▇▇▇▇▇▇▇ ▇▇▇▇▇▇▇▇ ▇▇▇▇ (▇▇▇) Phone: ************ (************) Web: ************************* ******** Level 1 Escalation Manager of the ISD Escalation from ISD analyst ******** ▇▇▇▇▇ ▇ Operations Escalation from ISD ******** ****** ******** ************ ******* ****** ******** ***** (*** ***) Level 2 Escalation On-Call Analyst Escalation from ISD ******** ****** ******** ************ ******* ****** ******** ***** (*** ***) ▇▇▇▇▇ ▇ ▇▇▇ (▇.▇., ▇▇▇▇▇▇▇▇▇▇▇, ▇▇, PS, etc.) Escalation from ▇▇▇▇▇ ▇ (▇▇▇▇▇▇▇▇▇▇) ******** ****** ******** ************ ******* ****** ******** ***** (******) Level 3 Escalation On-Call SME Escalation from ▇▇▇▇▇ ▇ (▇▇▇▇▇▇▇▇▇▇) ******** ****** ******** ************ ******* ****** ******** ***** (*** ***) Management Escalation Operations Manager Escalation from ▇▇▇▇▇ ▇ (Operations) on-call ******** ****** ******** ************ ******* ****** ******** ***** (*** ***) Senior Management Escalation Operations Director Escalation from MS Manager ******** ****** ******** ************ ******* ****** ******** ***** (*** ***)

Hosting and Support Services. CSG shall provide technical support and operational maintenance for the Production Environment of the Ascendon Content Direct System as part of the Ascendon SaaS Content Direct Services. These hosting and support services are provided in a manner to maximize Service Availability and minimize any Service Interruption of the Production Environment. CSG shall provide the hosting services from facilities located in the United States. Under no circumstance shall hosting services be provided from an off-shore location without the prior written consent of an Authorized Customer RepresentativeApprover of Customer. Technical Support/Operations Customer may submit support incidents or queries to CSG’s ISD Support Center (“Solutions Support Center” or “SSC”) via telephone (********-***-****), or CSG’s web accessible ticket tracking system (accessed at **********.:***********.********) and other mutually agreed means; provided, that Customer must notify CSG of ******** ***** * ******** *** ******** ***** * **** issues via telephone to the ISDSSC. CSG shall provide support on a ******** for issues with a ******** ***** of “********” and “****” and during ***:** ** – ***:** ** ******* for issues with a ******** ***** of “******” and “***”. Should CSG discover a performance or operations issue impacting the Production Environment, CSG shall notify the Customer Project Manager identified in an affected Ascendon CD Service Order (or such other representative Customer has identified to CSG in writing (email acceptable) to receive such notice) of such issue, as well as CSG’s initial assessment of issue severity, no later than (i) ****** (**) ******* from the time of discovery of a ******** ***** * ******** *** ******** ***** * **** issue and (ii) *** (*) ******** *** for a ******** ***** * ****** issue*****. CSG shall escalate support issues as follows: ➢ Ø Level 1 Support (SSC): CSG provides initial support through CSG’s ISDSolution Support Center, which shall provide for the initial triage of an issue. The ID Solution Support Center may be contacted via telephone (********* *** ******** ***** * ******** *** ******** ***** * **** ******)*, email or web (through CSG’s extranet at *******:*******************) and will work with the Customer to collect pertinent information, understand the issue and attempt to replicate and resolve. If, after the ISDSolution Support Center’s investigatory resources are exhausted, the ISD Solution Support Center still unable to resolve the issue, it will escalate to ▇▇▇▇▇ ▇ Support▇▇▇▇▇▇▇. ➢ Level 2 Support ▇ ▇▇▇▇▇ ▇ ▇▇▇▇▇▇▇ (Operations▇▇▇▇▇▇▇▇▇▇): Once the ISD Solution Support Center escalates the issue to Operations, Operations begins troubleshooting and analyzing the issue. Operations has additional security rights permitting it to dig deeper into the issue through database queries, server reviews and monitoring. If, after the Operations’ investigatory resources are exhausted the issue remains unresolved, the issue will be escalated to ▇▇▇▇▇ ▇ Support. ➢ ▇▇▇▇▇ ▇ ▇▇▇▇▇▇▇ (▇▇▇▇▇▇▇. ▇ ▇▇▇▇▇ ▇ Support (Development, ▇▇QA, etc.): If necessary, the Level 3 Support Team will be engaged to attempt to determine root cause for the reported and unresolved issue. The Level 3 Support team may include developers, Quality Assurance analysts, and/or implementation analysts with additional access permissions to review code or provide additional technical insight into expected versus actual behavior of the Ascendon Content Direct System. The table below identifies the contact information for all levels of Ascendon CD Support Services. All critical issues requiring escalation are managed through the ISD Solution Support Center who will contact the appropriate on-call personnel: ▇▇▇▇▇ ▇ ▇▇▇▇▇▇▇▇▇▇▇▇▇ ▇▇▇▇▇▇▇▇ ▇▇▇▇ Level 1 Solution Support Center (▇▇▇SSC) Phone: ********-***-**** (************) Web-***-****)Web: *******:******************* ******** Level 1 Escalation Manager of the ISD SSC Escalation from ISD SSC analyst ******** ▇▇▇▇▇ ▇ Level 2 Operations Escalation from ISD SSC ******** ****** : ***********-******** ************ ******* : ****** ******** ***** (**-* ***) * Level 2 Escalation On-Call Analyst Escalation from ISD SSC ******** ****** : ***********-******** ************ ******* : ****** ******** ***** (**-* ***) ▇▇▇▇▇ ▇ ▇▇▇ * Level 3 SME (▇.▇.e.g., ▇▇▇▇▇▇▇▇▇▇▇Development, ▇▇QA, PS, etc.) Escalation from ▇▇▇▇▇ ▇ (▇▇▇▇▇▇▇▇▇▇) ******** ****** : ***********-******** ************ ******* : ****** ******** ***** (**-******) * Level 3 Escalation On-Call SME Escalation from ▇▇▇▇▇ ▇ (▇▇▇▇▇▇▇▇▇▇) ******** ****** : ***********-******** ************ ******* : ****** ******** ***** (**-* ***) * Management Escalation Operations Manager Escalation from ▇▇▇▇▇ ▇ Level 2 (Operations) on-call ******** ****** : ***********-******** ************ ******* : ****** ******** ***** (**-* ***) * Senior Management Escalation Operations Director Escalation from MS Manager ******** ****** : ***********-******** ************ ******* : ****** ******** ***** (**-* ***)*

Hosting and Support Services. CSG shall provide technical support and operational maintenance for the Production Environment of the Ascendon Content Direct System as part of the Ascendon SaaS Content Direct Services. These hosting CD Hosting Services and support services CD Support Services are provided in a manner to maximize Service Availability and minimize any Service Interruption of the Production Environment. CSG shall provide the hosting services from facilities located in the United States. Under no circumstance shall hosting services be provided from an off-shore location without the prior written consent of an Authorized Customer Representative. Technical Support/Operations Customer may submit support incidents or queries to CSG’s ISD support center (“International Support Desk” or “ISD”) via telephone (************), or CSG’s web accessible ticket tracking system (accessed at **********.**********.*****) and other mutually agreed means; provided, that Customer must notify CSG of ******** ***** * ******** *** ******** ***** * **** issues via telephone to the ISD. CSG shall provide support on a ******** for issues with a ******** ***** of “********” and “****” and during ***:** ** – ***:** ** ******* for issues with a ******** ***** of “******” and “***”. Should CSG discover a performance or operations issue impacting the Production Environment, CSG shall notify the Customer Project Manager identified in an affected Ascendon CD Service Order (or such other representative Customer has identified to CSG in writing (email acceptable) to receive such notice) of such issue, as well as CSG’s initial assessment of issue severity, no later than (i) ****** (**) ******* from the time of discovery of a ******** ***** * ******** *** ******** ***** * **** issue and (ii) *** (*) ******** *** for a ******** ***** * ****** issue. ****** CSG shall escalate support issues as follows: ➢ Level 1 Support Ø ▇▇▇▇▇ ▇ ▇▇▇▇▇▇▇ (SSC▇▇▇): CSG provides initial support through CSG’s ISD, which shall provide for the initial triage of an issue. The ID ISD may be contacted via telephone (******** *** ******** ***** * ******** *** ******** ***** * **** ******), email or web (through CSG’s extranet at *************************) and will work with the Customer to collect pertinent information, understand the issue and attempt to replicate and resolve. If, after the ISD’s investigatory resources are exhausted, the ISD is still unable to resolve the issue, it will escalate to ▇▇▇▇▇ ▇ Support▇▇▇▇▇▇▇. ➢ Level 2 Support ▇ ▇▇▇▇▇ ▇ ▇▇▇▇▇▇▇ (Operations▇▇▇▇▇▇▇▇▇▇): Once the ISD escalates the issue to Operations, Operations begins troubleshooting and analyzing the issue. Operations has additional security rights permitting it to dig deeper into the issue through database queries, server reviews and monitoring. If, after the Operations’ investigatory resources are exhausted the issue remains unresolved, the issue will be escalated to ▇▇▇▇▇ ▇ Support. ➢ ▇▇▇▇▇ ▇ ▇▇▇▇▇▇▇ (▇▇▇▇▇▇▇. ▇ ▇▇▇▇▇ ▇ Support (Development, ▇▇QA, etc.): If necessary, the Level 3 Support Team will be engaged to attempt to determine root cause for the reported and unresolved issue. The Level 3 Support team may include developers, Quality Assurance analysts, and/or implementation analysts with additional access permissions to review code or provide additional technical insight into expected versus actual behavior of the Ascendon Content Direct System. The table below identifies the contact information for all levels of Ascendon CD Support Services. All critical issues requiring escalation are managed through the ISD who will contact the appropriate on-call personnel: ▇▇▇▇▇ ▇ ▇▇▇▇▇▇▇▇▇▇▇▇▇ ▇▇▇▇▇▇▇▇ ▇▇▇▇ (▇▇▇) Phone: ************ (************) Web: ************************* ******** Level 1 Escalation Manager of the ISD Escalation from ISD analyst ******** ▇▇▇▇▇ ▇ Level 2 Operations Escalation from ISD ******** ****** : ******** ************ ******* : ****** ******** ***** (*** ***) Level 2 Escalation On-Call Analyst Escalation from ISD ******** ****** : ******** ************ ******* : ****** ******** ***** (*** ***) ▇▇▇▇▇ ▇ ▇▇▇ (▇.▇., ▇▇▇▇▇▇▇▇▇▇▇, ▇▇, PS, etc.) Escalation from ▇▇▇▇▇ ▇ (▇▇▇▇▇▇▇▇▇▇) ******** ****** : ******** ************ ******* : ****** ******** ***** (******) Level 3 Escalation On-Call SME Escalation from ▇▇▇▇▇ ▇ (▇▇▇▇▇▇▇▇▇▇) ******** ****** : ******** ************ ******* : ****** ******** ***** (*** ***) Management Escalation Operations Manager Escalation from ▇▇▇▇▇ ▇ (Operations▇▇▇▇▇▇▇▇▇▇) on-call ******** ****** : ******** ************ ******* : ****** ******** ***** (*** ***) Senior Management Escalation Operations Director Escalation from MS Manager ******** ****** : ******** ************ ******* : ****** ******** ***** (*** ***)

Hosting and Support Services. CSG shall provide technical support and operational maintenance for the Production Environment of the Ascendon Content Direct System as part of the Ascendon SaaS Content Direct Services. These hosting and support services are provided in a manner to maximize Service Availability and minimize any Service Interruption of the Production Environment. CSG shall provide the hosting services from facilities located in the United States. Under no circumstance shall hosting services be provided from an off-shore location without the prior written consent of an Authorized Customer RepresentativeApprover of Customer. Technical Support/Operations Customer may submit support incidents or queries to CSG’s ISD Support Center (“Solutions Support Center” or “SSC”) via telephone (************), or CSG’s web accessible ticket tracking system (accessed at **********.:***********.********) and other mutually agreed means; provided, that Customer must notify CSG of ******** ***** * ******** *** ******** ***** * **** issues via telephone to the ISDSSC. CSG shall provide support on a ******** for issues with a ******** ***** of “********” and “****” and during ***:** ** – ***:** ** ******* for issues with a ******** ***** of “******” and “***”. Should CSG discover a performance or operations issue impacting the Production Environment, CSG shall notify the Customer Project Manager identified in an affected Ascendon CD Service Order (or such other representative Customer has identified to CSG in writing (email acceptable) to receive such notice) of such issue, as well as CSG’s initial assessment of issue severity, no later than (i) ****** (**) ******* from the time of discovery of a ******** ***** * ******** *** ******** ***** * **** issue and (ii) *** (*) ******** *** for a ******** ***** * ****** issue*****. CSG shall escalate support issues as follows: ➢ Ø Level 1 Support (SSC): CSG provides initial support through CSG’s ISDSolution Support Center, which shall provide for the initial triage of an issue. The ID Solution Support Center may be contacted via telephone (********* *** ******** ***** * ******** *** ******** ***** * **** ******)***, email or web (through CSG’s extranet at *******:*******************) and will work with the Customer to collect pertinent information, understand the issue and attempt to replicate and resolve. If, after the ISDSolution Support Center’s investigatory resources are exhausted, the ISD Solution Support Center still unable to resolve the issue, it will escalate to L▇▇▇▇ ▇ ▇▇▇▇▇▇▇. ▇ ▇▇▇▇▇ ▇ Support. ➢ Level 2 Support ▇▇▇▇▇▇▇ (Operations▇▇▇▇▇▇▇▇▇▇): Once the ISD Solution Support Center escalates the issue to Operations, Operations begins troubleshooting and analyzing the issue. Operations has additional security rights permitting it to dig deeper into the issue through database queries, server reviews and monitoring. If, after the Operations’ investigatory resources are exhausted the issue remains unresolved, the issue will be escalated to ▇▇▇▇▇ ▇ Support. ➢ ▇L▇▇▇▇ ▇ ▇▇▇▇▇▇▇. ▇ (▇▇▇▇▇▇▇▇▇▇▇▇ ▇ Support (Development, ▇▇QA, etc.): If necessary, the Level 3 Support Team will be engaged to attempt to determine root cause for the reported and unresolved issue. The Level 3 Support team may include developers, Quality Assurance analysts, and/or implementation analysts with additional access permissions to review code or provide additional technical insight into expected versus actual behavior of the Ascendon Content Direct System. The table below identifies the contact information for all levels of Ascendon Support Services. All critical issues requiring escalation are managed through the ISD who will contact the appropriate on-call personnel: ▇▇▇▇▇ ▇ ▇▇▇▇▇▇▇▇▇▇▇▇▇ ▇▇▇▇▇▇▇▇ ▇▇▇▇ (▇▇▇) Phone: ************ (************) Web: ************************* ******** Level 1 Escalation Manager of the ISD Escalation from ISD analyst ******** ▇▇▇▇▇ ▇ Operations Escalation from ISD ******** ****** ******** ************ ******* ****** ******** ***** (*** ***) Level 2 Escalation On-Call Analyst Escalation from ISD ******** ****** ******** ************ ******* ****** ******** ***** (*** ***) ▇▇▇▇▇ ▇ ▇▇▇ (▇.▇., ▇▇▇▇▇▇▇▇▇▇▇, ▇▇, PS, etc.) Escalation from ▇▇▇▇▇ ▇ (▇▇▇▇▇▇▇▇▇▇) ******** ****** ******** ************ ******* ****** ******** ***** (******) Level 3 Escalation On-Call SME Escalation from ▇▇▇▇▇ ▇ (▇▇▇▇▇▇▇▇▇▇) ******** ****** ******** ************ ******* ****** ******** ***** (*** ***) Management Escalation Operations Manager Escalation from ▇▇▇▇▇ ▇ (Operations) on-call ******** ****** ******** ************ ******* ****** ******** ***** (*** ***) Senior Management Escalation Operations Director Escalation from MS Manager ******** ****** ******** ************ ******* ****** ******** ***** (*** ***)