Common use of Lifecycle Management Clause in Contracts

Lifecycle Management. Motricity will provide AT&T with lifecycle management services as described below and collectively referred to as “Lifecycle Management”: ◦ Develop Key Performance Indicator (KPI) reporting template for monthly delivery to AT&T with specifics as mutually agreed upon between the AT&T Vendor and AT&T. ◦ Manage AT&T Vendors for Media Net and ▇▇▇.▇▇▇ Services to the terms and conditions of the respective service level agreement(s). See Appendix 2 for the current contact information for AT&T and the AT&T Vendors ◦ Host and facilitate meetings and/or calls with AT&T and AT&T Vendor personnel ◦ Track and move to resolution all Service Issues, Service Defects/ or Incidents ◦ Serve as incident manager for Sev1 and Sev2 Incidents on Motricity, other AT&T Vendor and/or AT&T Incident bridges. ◦ Escalate within AT&T and the AT&T Vendor as appropriate ◦ Review AT&T Vendor service level agreement reports and root cause analyses and provide executive summary with recommendation to the respective AT&T Stakeholders (to include product teams and his/her delegates) concerning the reports. ◦ Track/report NPC’s. ◦ Provide AT&T internal communications for end user or revenue impacting events ◦ Manage communication RACI (Responsible, accountable, consulted and Informed) for AT&T internal stakeholders. Used to communicate larger issues to AT&T Stakeholders during major impacting events. Communication frequency is dependent on the issue. The AT&T communication process will be as follows ◦ Review and facilitate Work Requests to/from AT&T Vendors • Requests to be reviewed and clearly defined to the AT&T Vendor within 1 business day from receipt of final requirements from AT&T marketing ◦ Facilitate reporting requests to vendors • Requests to be reviewed and clearly defined to the vendor within 1 business day from receipt of final requirements from AT&T marketing ◦ Monthly reporting meetings ◦ Weekly/ monthly operations calls • Validate data relayed is accurate according to tracked items from the month • Follow up/ agreement/ track any non performance compensation’s post receipt ◦ Weekly marketing calls ◦ Report on operations status ◦ Quarterly capacity Review ◦ SPOC and escalation point for all internal AT&T Stakeholders to engage Motricity support teams. ◦ Support weekly call to share technical approval dates and other needed information that cannot be sent in email ◦ Support AT&T quality engineering test teams escalations for Motricity support ◦ Engage device team as needed for issues such as user agent headers needing to be added, escalated defects etc. Support may require Motricity to open and track salesforce cases ◦ Devices to be sent directly to Motricity instead of AT&T, adhering to current AT&T process ◦ Device issues sent directly to Motricity for resolution, adhering to current AT&T process ◦ Weekly content calls with marketing Leads ◦ Review salesforce case report and/ or queue to ensure there is either no delay on Motricity or AT&T marketing side in order to resolve. ◦ Marketing to escalate directly to Motricity ◦ Investigate user interface issues ◦ Manage AT&T Dev Central site updates to documentation and developer support ◦ Ensure merchandising recommendations are being delivered as expected ◦ Proactively track all Key Metrics Indicators (KPI) and present in weekly meetings • Revenue – overall and by category (Omniture/ Partner BI) ◦ Identify and research anomalies ◦ Communicate changes in trends to AT&T ◦ Engage operations (Motricity Carrier Care/ ATT operations) if there appears to be a revenue leak. ◦ Engage marketing if needed ◦ Extended communication • Provide AT&T internal communications for end user or revenue impacting events • Drive incident calls from a business perspective including focus on user experience, revenue and business impact to ensure the level is correct and working team has all the impact data. • Confirm service level agreement terms are complied with as defined post event and all open action items are tracked. ◦ Manage all escalations from internal AT&T teams ◦ Manage work requests from internal AT&T teams ◦ Manage prioritization of work streams in-life ◦ SPOC and Escalation point for all internal teams to engage Motricity Support teams. ◦ Support and track open items with 3rd parties. ◦ Confirm any hosting or invoice impacting items are tracked for review at end of month ◦ *** • bi-weekly operations call • manage incidents *** This redacted material has been omitted pursuant to a request for confidential treatment, and the material has been filed separately with the SEC. ◦ *** ◦ *** ◦ Content Providers ◦ SPOC and escalation point for all AT&T internal teams to engage Motricity support teams. ◦ Manage resource that AT&T contracts for the tagging ◦ These teams will engage Carrier Care directly for issues but there are deliverables for lifecycle team • Escalation contact – should PMC experience issues etc they will engage the Lifecycle manager • Support for processes – work with M&P (Methods and Procedures) to ensure the data is accurate for end user facing triage steps and subsequent processes. ◦ SPOC and escalation point for all internal teams to engage Motricity Support teams.

Lifecycle Management. Motricity will provide AT&T with lifecycle management services as described below and collectively referred to as “Lifecycle Management”: ◦ Develop Key Performance Indicator (KPI) reporting template for monthly delivery to AT&T with specifics as mutually agreed upon between the AT&T Vendor and AT&T. ◦ Manage AT&T Vendors for Media Net and ▇▇▇.▇▇▇ AppCenter Services to the terms and conditions of the respective service level agreement(s)agreement. See Appendix 2 for the current contact information for AT&T and the AT&T Vendors ◦ Host and facilitate meetings and/or calls with AT&T and AT&T Vendor personnel ◦ Track and move to resolution all Service Issues, Service Defects/ or Incidents ◦ Serve as incident manager for Sev1 and Sev2 Incidents on Motricity, other AT&T Vendor and/or AT&T Incident bridges. ◦ Escalate within AT&T and the AT&T Vendor as appropriate ◦ Review AT&T Vendor service level agreement reports and root cause analyses and provide executive summary with recommendation to the respective AT&T Stakeholders (to include product teams and his/her delegates) concerning the reports. ◦ Track/report NPC’s. ◦ Provide AT&T internal communications for end user or revenue impacting events ◦ Manage communication RACI (Responsible, accountable, consulted and Informed) for AT&T internal stakeholders. Used to communicate larger issues to AT&T Stakeholders during major impacting events. Communication frequency is dependent on the issue. The AT&T communication process will be as follows ◦ Review and facilitate Work Requests to/from AT&T Vendors • Requests to be reviewed and clearly defined to the AT&T Vendor within 1 business day from receipt of final requirements from AT&T marketing ◦ Facilitate reporting requests to vendors • Requests to be reviewed and clearly defined to the vendor within 1 business day from receipt of final requirements from AT&T marketing ◦ Monthly reporting meetings ◦ Weekly/ monthly operations calls • Validate data relayed is accurate according to tracked items from the month • Follow up/ agreement/ track any non performance compensation’s post receipt ◦ Weekly marketing calls ◦ Report on operations status ◦ Quarterly capacity Review ◦ SPOC and escalation point for all internal AT&T Stakeholders to engage Motricity support teams. ◦ Support weekly call to share technical approval dates and other needed information that cannot be sent in email ◦ Support AT&T quality engineering test teams escalations for Motricity support ◦ Engage device team as needed for issues such as user agent headers needing to be added, escalated defects etc. Support may require Motricity to open and track salesforce cases ◦ Devices to be sent directly to Motricity instead of AT&T, adhering to current AT&T process ◦ Device issues sent directly to Motricity for resolution, adhering to current AT&T process ◦ Weekly content calls with marketing Leads ◦ Review salesforce case report and/ or queue to ensure there is either no delay on Motricity or AT&T marketing side in order to resolve. ◦ Marketing to escalate directly to Motricity ◦ Investigate user interface issues ◦ Manage AT&T Dev Central site updates to documentation and developer support ◦ Ensure merchandising recommendations are being delivered as expected ◦ Proactively track all Key Metrics Indicators (KPI) and present in weekly meetings • Revenue – overall and by category (Omniture/ Partner BI) ◦ Identify and research anomalies ◦ Communicate changes in trends to AT&T ◦ Engage operations (Motricity Carrier Care/ ATT operations) if there appears to be a revenue leak. ◦ Engage marketing if needed ◦ Extended communication • Provide AT&T internal communications for end user or revenue impacting events • Drive incident calls from a business perspective including focus on user experience, revenue and business impact to ensure the level is correct and working team has all the impact data. • Confirm service level agreement terms are complied with as defined post event and all open action items are tracked. ◦ Manage all escalations from internal AT&T teams ◦ Manage work requests from internal AT&T teams ◦ Manage prioritization of work streams in-life ◦ SPOC and Escalation point for all internal teams to engage Motricity Support teams. ◦ Support and track open items with 3rd parties. ◦ Confirm any hosting or invoice impacting items are tracked for review at end of month ◦ *** • bi-weekly operations call • manage incidents *** This redacted material has been omitted pursuant to a request for confidential treatment, and the material has been filed separately with the SEC. ◦ *** ◦ *** ◦ Content Providers ◦ SPOC and escalation point for all AT&T internal teams to engage Motricity support teams. ◦ Manage resource that AT&T contracts for the tagging *** This redacted material has been omitted pursuant to a request for confidential treatment, and the material has been filed separately with the SEC. ◦ These teams will engage Carrier Care directly for issues but there are deliverables for lifecycle team • Escalation contact – should PMC experience issues etc they will engage the Lifecycle manager • Support for processes – work with M&P (Methods and Procedures) to ensure the data is accurate for end user facing triage steps and subsequent processes. ◦ SPOC and escalation point for all internal teams to engage Motricity Support teams.