Common use of Report Format Clause in Contracts

Report Format. Technical Support - SLA Target Percentage ---------------------------------------------- YEARS 1-3 ------------------------------------------------------------------------------------------------- Countries ------------------------------------------------------------------------------------------------- Asia Australia New Zealand ---------------------------------- ---------------- ---------------- ----------------- -------- Consumer Business Consumer Business Consumer Business ---------------- ---------------- ---------------- ---------------- ----------------- -------- % Of Target SLA vs Actual Vsource GTW SLA Vsource GTW SLA Vsource GTW SLA Vsource GTW SLA Vsource GTW SLA Vsource ------------------------- ------- ------- ------- ------- ------- ------- ------- ------- ------- ------- ------- Average email response [**] [**] [**] [**] [**] ------------------------- ------- ------- ------- ------- ------- ------- ------- ------- ------- ------- ------- Average speed to answer [**] [**] [**] [**] [**] ------------------------- ------- ------- ------- ------- ------- ------- ------- ------- ------- ------- ------- Average talk time [**] [**] [**] [**] [**] ------------------------- ------- ------- ------- ------- ------- ------- ------- ------- ------- ------- ------- Average abandonment rate [**] [**] [**] [**] [**] ------------------------- ------- ------- ------- ------- ------- ------- ------- ------- ------- ------- ------- Average onsite attendance turnaround [**] [**] [**] [**] [**] ------------------------- ------- ------- ------- ------- ------- ------- ------- ------- ------- ------- ------- Average RTB repair turnaround [**] [**] [**] [**] [**] ------------------------- ------- ------- ------- ------- ------- ------- ------- ------- ------- ------- ------- Average parts exchange turnaround [**] [**] [**] [**] [**] ------------------------- ------- ------- ------- ------- ------- ------- ------- ------- ------- ------- ------- Japan --------------------------------- Consumer Business ------- ---------------- ---------------- % Of Target SLA vs Actual GTW SLA Vsource GTW SLA Vsource GTW SLA ------------------------- ------- ------- ------- ------- ------- Average email response [**] [**] [**] ------------------------- ------- ------- ------- ------- ------- Average speed to answer [**] [**] [**] ------------------------- ------- ------- ------- ------- ------- Average talk time [**] [**] [**] ------------------------- ------- ------- ------- ------- ------- Average abandonment rate [**] [**] [**] ------------------------- ------- ------- ------- ------- ------- Average onsite attendance turnaround [**] [**] [**] ------------------------- ------- ------- ------- ------- ------- Average RTB repair turnaround [**] [**] [**] ------------------------- ------- ------- ------- ------- ------- Average parts exchange turnaround [**] [**] [**] ------------------------- ------- ------- ------- ------- ------- ** Confidential information omitted and filed separately with the Securities and Exchange Commission

Report Format. Technical Support - SLA Target Percentage ---------------------------------------------- ----------------------------------------- YEARS 1-3 ------------------------------------------------------------------------------------------------- Countries ------------------------------------------------------------------------------------------------- Asia Australia New Zealand ---------------------------------- ---------------- ---------------- ----------------- -------- Consumer Business Consumer Business Consumer Business ---------------- ---------------- ---------------- ---------------- ----------------- -------- % Of Target SLA vs Actual Vsource GTW SLA Vsource GTW SLA Vsource GTW SLA Vsource GTW SLA Vsource GTW SLA Vsource ------------------------- ------- ------- ------- ------- ------- ------- ------- ------- ------- ------- ------- Average email response [**] [**] [**] [**] [**] ------------------------- ------- ------- ------- ------- ------- ------- ------- ------- ------- ------- ------- Average speed to answer [**] [**] [**] [**] [**] ------------------------- ------- ------- ------- ------- ------- ------- ------- ------- ------- ------- ------- Average talk time [**] [**] [**] [**] [**] ------------------------- ------- ------- ------- ------- ------- ------- ------- ------- ------- ------- ------- Average abandonment rate [**] [**] [**] [**] [**] ------------------------- ------- ------- ------- ------- ------- ------- ------- ------- ------- ------- ------- Average onsite attendance turnaround [**] [**] [**] [**] [**] ------------------------- ------- ------- ------- ------- ------- ------- ------- ------- ------- ------- ------- Average RTB repair turnaround [**] [**] [**] [**] [**] ------------------------- ------- ------- ------- ------- ------- ------- ------- ------- ------- ------- ------- Average parts exchange turnaround [**] [**] [**] [**] [**] ------------------------- ------- ------- ------- ------- ------- ------- ------- ------- ------- ------- ------- Japan --------------------------------- Consumer Business ------- ---------------- ---------------- % Of Target SLA vs Actual GTW SLA Vsource GTW SLA Vsource GTW SLA ------------------------- ------- ------- ------- ------- ------- Average email response [**] [**] [**] ------------------------- ------- ------- ------- ------- ------- Average speed to answer [**] [**] [**] ------------------------- ------- ------- ------- ------- ------- Average talk time [**] [**] [**] ------------------------- ------- ------- ------- ------- ------- Average abandonment rate [**] [**] [**] ------------------------- ------- ------- ------- ------- ------- Average onsite attendance turnaround [**] [**] [**] ------------------------- ------- ------- ------- ------- ------- Average RTB repair turnaround [**] [**] [**] ------------------------- ------- ------- ------- ------- ------- Average parts exchange turnaround [**] [**] [**] ------------------------- ------- ------- ------- ------- ------- ** Confidential information omitted and filed separately with the Securities and Exchange Commission