Operating
Level Agreement (OLA) for

     

    Iveda
Solutions, Digital Ally and Tecnología y 
Diagnósticos del Norte S.A. de
C.V. (TDN) in

Support of Servicio
de Administracion Tributaria

    (SAT)

    
    

    Version
1.0

       

    Contents

    
      
        
          	
                  General
      Overview

                	 	
                  2

                
	
                  Terms
      and Conditions

                	 	
                  3

                
	
                  Supported
      Services and Replacement Units

                	 	
                  4

                
	
                  Party
      Responsibilities

                	 	
                  5

                
	
                  Service
      Measures and Reporting

                	 	
                  7

                
	
                  Signatures
      of Approval

                	 	
                  7

                
	
                  Version
      History

                	 	
                  8

                
	
                  Appendix
      A: Incidents and Escalations

                	 	
                  9

                
	
                  Appendix
      B: Procedure Flowchart

                	 	
                  10

                
	
                  Appendix
      C: Service Enhancements and Change Management

                	 	
                  12

                


        

      

    

     

    
      
        
          
            
              
                
                  	
                          Rev.
      11/11/2010

                        	
                          1

                        	
                          Service
      Life Cycle
Management

                        


                

              

            

          

        

      

    


    
      
         


      

      
        
        

        
          

        

      

      
         


      

    

     

    
      General
Overview

         


    

    This
Operating Level Agreement (OLA) documents the support services provided by Iveda
Solutions, Digital Ally and Tecnología y Diagnósticos del Norte S.A. de C.V.
(TDN) for support
of Servicio de
Administracion Tributaria (SAT). The ultimate
objective of this Agreement is to document internal support-group services and
processes to ensure high-quality and timely delivery of Video Hosting, Video
Archive and Remote Data Retrieval Services to customers in the SAT community. This
OLA directly addresses the Video Hosting, Video Archive, In-Car Video
Recordings, Software for Computer Viewing,  and Remote Data Retrieval
Services structure required to support Customer SAT requirements. For
details on Customer requirements, see related Service Level Agreement
(SLA).

       

    Iveda
Solutions, Digital Ally and Tecnología y Diagnósticos del Norte S.A. de C.V.
(TDN) will provide SAT a single point of
reporting problems with products and services covered in this OLA, using an
online trouble ticketing system.


     

    Parties

     

    The
parties affected by this OLA are:

    
    

    
      	
               
      

            	
              ·

            	
              Iveda
      Solutions

            


    

    
      	
                   
      

            	
              ·

            	
              Digital
      Ally, Inc.

            


    

    
      	
               
      

            	
              ·

            	
              Tecnología
      y Diagnósticos del Norte S.A. de C.V.
(TDN)

            


    

    
      	
               
      

            	
              ·

            	
              Servicio de
      Administración Tributaria
(SAT)

            


    

     

    Environment

     

    The
support environment consists of the mobile video device located on a vehicle
owned and operated by SAT and the video
hosting and archiving environment owned and operated by Iveda
Solutions.  The monitoring stations owned and operated by SAT are not covered in
this agreement.

    


    The video
device consists of a DVM unit containing an internal backward facing camera and
an external forward facing camera, In-Car Video Recordings, supplied and
supported by Digital Ally and the video convertor and mobile router (SVC-1002)
and Software for Computer Viewing, supplied and supported by Iveda
Solutions.

    


    The video
hosting and archiving infrastructure consists of video servers and video storage
devices.

     

    
      	
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      Life Cycle Management

            


    
 

    
      
         


      

      
        
        

        
          

        

      

      
         


      

    

     

    Contact
Information

     

    
    

    
      
        
          
            
              
                
                  
                    
                      	Iveda
      Solutions	 	Digital
      Ally	 	TDN
	 	 	 	 	 
	
                              Contact

                            	 	
                              Contact

                            	 	
                              Contact

                            
	
                              Jim
      Berglund

                              Operations
      Manager

                              jberglund@ivedasolutions.com

                              480-307-8723

                            	 	
                              Marlon
      Jinks

                              Sales
      Support Engineer

                              Marlon.jinks@digitalallyinc.com

                              913-814-7774

                            	 	
                              Armando
      Canseco

                              Primary
      Contact for Device Maintenance

                              armandocanseco@yahoo.com

                              210-681-6262

                              011525553514957

                            


                    

                  

                

              

            

          

        

      

    

     

    
      Terms
and Conditions

    

     

    Agreement
Period

     

    This
Agreement is valid from the effective date below and remains in effect
throughout the life span of the services supported.

    


    Effective
date:  September 10, 2010

     

    Agreement
Review

     

    A
representative of any of the parties (see Parties) may submit a written
request for review of the Agreement to the designated review process owner at
any time. The Agreement should be reviewed annually. In the absence of the
completion of a review, the current Agreement will remain in effect. The review
process owner will incorporate revisions into the Agreement if all parties
mutually agree to the proposed changes.

    


    
      	  	
              Last
      review:

            	
              Next
      review:  March 10, 2011

            


    

     

    Hours
of Coverage

     

    The
procedures in this Agreement are followed from 8:00 A.M. to 5:00 P.M. Monday
through Friday Arizona Time (except on holidays).

    


    Holidays:

    


    
      	
               
      

            	
              ·

            	
              New
      Year’s Day

            


    

    
      	
               
      

            	
              ·

            	
              Memorial
      Day

            


    

    
      	
               
      

            	
              ·

            	
              Independence
      Day

            


    

    
      	
               
      

            	
              ·

            	
              Labor
      Day

            


    

    
      	
               
      

            	
              ·

            	
              Thanksgiving
      Day

            


    

    
      	
               
      

            	
              ·

            	
              Christmas
      Day

            


    

     

    
      	
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    Service
Goals

     

    Iveda
Solutions, Digital Ally, or TDN will respond via email message to each SAT issue
submitted through the online trouble ticketing system within:

    


    
      	
               
      

            	
              ·

            	
              30
      minutes for issues classified as
critical.

            


    

    
      	
               
      

            	
              ·

            	
              Four
      hours (during business hours) for issues classified as high
      priority.

            


    

    
      	
               
      

            	
              ·

            	
              Eight
      hours (during business hours) for issues classified as medium
      priority.

            


    

    
      	
               
      

            	
              ·

            	
              Eight
      hours (during business hours) for issues classified as low
      priority.

            


    

       

    
      
        
          
            
              
                
                  	
                          Priority

                        	 	
                          Response
      time

                        	 	
                          Resolution
      Time

                        
	
                          Low        (4)

                        	 	
                          8
      hours

                        	 	
                          7
      Calendar Days

                        
	
                          Medium  (3)

                        	 	
                          8
      hours

                        	 	
                          2
      Business Days

                        
	
                          High       (2)

                        	 	
                          4
      hours

                        	 	
                          1
      Business Day

                        
	
                          Critical   (1)

                        	 	
                          30
      minutes

                        	 	
                          ASAP/24
      hours maximum

                        
	
                          Response
      times listed are in business
hours.

                        


                

              

            

          

        

      

    

    


    A
resolution may not be available at the time SAT contacts Iveda
Solutions, Digital Ally, or TDN in which case Iveda Solutions, Digital Ally or
TDN will attempt to estimate the “time to resolution.”

    


    All
groups involved will mutually determine an issue’s priority classification. See
Appendix A for specific
escalation response goals.

    


    Sample
issues are documented in Appendix A: Incidents.

    


    Mobile
Video Units will be installed at a minimum rate of 7 vehicles per
week.  The maximum (up to 130) installations must be completed within
4 months from September 10, 2010.

    


    Repairs
or replacements for malfunctioning video components (care maintenance) in the
vehicles must be completed within 48 hours from the time of the
request.  Completion of repairs or replacements must be completed
within 72 hours of the request for vehicles located in foreign locations. All
requests requiring a device replacement for resolution will spawn a change
request to complete the replacement process.  The formal change
process allows SAT to schedule the
replacement of the device and formalizes the process to update the SAT asset database
with the updated serial numbers of the new devices associated with each SAT
vehicle.

     

    
      Supported
Services and Replacement Units

    

     

    Hardware/Services
Provided 

     

    
      	
               
      

            	
              ·

            	
              One
      DVM unit with internal backward facing camera and external forward facing
      camera.

            


    

    
      	
               
      

            	
              ·

            	
              A
      video converter and mobile router
(SVC-1002)

            


    

    
      	
               
      

            	
              ·

            	
              24x7
      video hosting

            


    

    
      	
               
      

            	
              ·

            	
              Access
      to 3 months of video archiving

            


    

     

    
      	
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      Life Cycle Management

            

   

    
      
         


      

      
        
        

        
          

        

      

      
         


      

    


    
      	
               
      

            	
              ·

            	
              Remote
      Data Retrieval

            


    

    
      	
               
      

            	
              ·

            	
              Video
      Manager 2 Back Office Software

            


    

    
      	
               
      

            	
              ·

            	
              In-Car
      Video Recordings

            


    

    


    Iveda Solutions agrees to
provide technical support to users in SAT experiencing
technical problems or questions with:

    


    
      	
               
      

            	
              ·

            	
              SVC-1002
      units

            


    

    
      	
               
      

            	
              ·

            	
              Access
      to video hosting

            


    

    
      	
               
      

            	
              ·

            	
              Access
      to video archives

            


    

    
      	
               
      

            	
              ·

            	
              Remote
      Data Retrieval

            


    

    


    Digital Ally agrees to provide
technical support to users in SAT experiencing
technical problems or questions with:

    


    
      	
               
      

            	
              ·

            	
              DVM
      units and external camera

            


    

    
      	
               
      

            	
              ·

            	
              In-Car
      Video Recordings

            


    

    
      	
               
      

            	
              ·

            	
              Video
      Manager 2 Back Office Software

            


    

    


    TDN agrees to install
replacements for any malfunctioning devices listed below:

    


    
      	
               
      

            	
              ·

            	
              SVC-1002
      units

            


    

    
      	
               
      

            	
              ·

            	
              DVM
      units and external camera

            


    

    
      	
               
      

            	
              ·

            	
              In-Car
      Video Recordings

            


    

    
      	
               
      

            	
              ·

            	
              Video
      Manager 2 Back Office Software

            


    

     

    Replacement
Units

    
    

    SAT will be charged
the full replacement cost for DVM and SVC-1002 units if outside of warranty
period or if lost or stolen.  No charge for replacement of damaged
units inside warranty period.  No charge for repairing supported
services consisting of video hosting, video archive, In-Car Video recordings,
and remote data retrieval.

     

    
      Party
Responsibilities

    

    
    

    Iveda
Solutions 

    
    

    Iveda
Solutions agrees to:

    


    
      	
               
      

            	
              ·

            	
              Meet
      response times associated with the priority assigned to
      issues.

            


    

    
      	
               
      

            	
              ·

            	
              Generate
      and share with SAT periodic
      reports to monitor compliance with service goals (see Service
      Goals).

            


    

    
      	
               
      

            	
              ·

            	
              Maintain
      appropriately trained staff.

            


    

     

    
      	
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      Life Cycle Management

            

   

    
      
         


      

      
        
        

        
          

        

      

      
         


      

    


    
      	
               
      

            	
              ·

            	
              Schedule
      maintenance (downtime) between 1:00 A.M. and 4:00 A.M. MST unless
      circumstances warrant performing maintenance at another time which must be
      pre-approved by SAT.

            


    

    
      	
               
      

            	
              ·

            	
              Communicate
      in writing (e-mail) with SAT regarding
      issues involving change management (see Change
      Management).

            


    

     

    Digital
Ally

       

    Digital
Ally agrees to:

    


    
      	
               
      

            	
              ·

            	
              Meet
      response times associated with the priority assigned to
      issues.

            


    

    
      	
               
      

            	
              ·

            	
              Generate
      and share with SAT periodic
      reports to monitor compliance with service goals (see Service
      Goals).

            


    

    
      	
               
      

            	
              ·

            	
              Maintain
      appropriately trained staff.

            


    

    
      	
               
      

            	
              ·

            	
              Communicate
      in writing (e-mail) with SAT regarding
      issues involving change management (see Change
      Management).

            


    

     

    Tecnología
y Diagnósticos del Norte S.A. de C.V. (TDN)

    
    

           TDN
agrees to:

    


    
      	
               
      

            	
              ·

            	
              Meet
      response times associated with the installation and replacement schedule
      agreed to with SAT.

            


    

    
      	
               
      

            	
              ·

            	
              Generate
      and share with SAT periodic
      reports to monitor compliance with service goals (see Service
      Goals).

            


    

    
      	
               
      

            	
              ·

            	
              Maintain
      appropriately trained staff.

            


    

    
      	
               
      

            	
              ·

            	
              Schedule
      installation (downtime) as pre-approved by SAT for
      installations or as approved by SAT in a formal
      change request for maintenance
(repairs).

            


    

    
      	
               
      

            	
              ·

            	
              Communicate
      in writing (e-mail) with SAT regarding
      issues involving change management (see Change
      Management).

            


    

    
      	
               
      

            	
              ·

            	 
 


    

    
      	
               
      

            	
              ·

            	
              Be
      willing and available to provide critical information within 15 minutes of
      receiving a request for information from Iveda Solutions or Digital Ally
      seeking to resolve an SAT
      issue.

            


    

     

    
      	
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    Responsibility
Assignment Matrix

        

    
      
        
          
            
              
                
                  
                    
                      
                        
                          
                            
                              
                                
                                  
                                    
                                      
                                        
                                          
                                            
                                              
                                                
                                                  
                                                    	 
      	 
      	
                                                            Activities
      / Role

                                                          
	
                                                            Business

                                                          	 
      	
                                                            DVM

                                                          	 
      	
                                                            SVC-1002

                                                          	 
      	
                                                            Hosting

                                                          	 
      	
                                                            Access

                                                          	 
      	
                                                            Retrieval

                                                          	 
      	
                                                            OS
      Maintenance

                                                          
	
                                                             SAT

                                                          	 
      	
                                                             I,S

                                                          	 
      	
                                                            I,S

                                                          	 
      	 
      	 
      	 
      	 
      	 
      	 
      	
                                                            I,S 

                                                          
	
                                                             IS

                                                          	 
      	 
      	 
      	
                                                            R,A

                                                          	 
      	
                                                            R,A

                                                          	 
      	
                                                            R,A

                                                          	 
      	
                                                            R,A

                                                          	 
      	
                                                            R,A,I

                                                          
	
                                                             DA

                                                          	 
      	
                                                            R,A

                                                          	 
      	 
      	 
      	 
      	 
      	 
      	 
      	 
      	 
      	 
      
	
                                                            TDN

                                                          	
                                                              

                                                          	
                                                            R,A

                                                          	
                                                              

                                                          	
                                                            R,A

                                                          	
                                                              

                                                          	 
      	
                                                              

                                                          	 
      	
                                                              

                                                          	 
      	
                                                              

                                                          	 
      


                                                  

                                                

                                              

                                            

                                          

                                        

                                      

                                    

                                  

                                

                              

                            

                          

                        

                      

                    

                  

                

              

            

          

        

      

    

    


    
      
        
          	
                  Key:

                	
                  Business:

                	 	
                  Role:

                
	
                    
      

                	
                  SAT

                	 	
                  R –
      Responsible

                
	 
      	
                  IS
      – Iveda Solutions

                	 	
                  A –
      Accountable

                
	 
      	
                  DA
      – Digital Ally

                	 	
                  I –
      Input Required

                
	 
      	
                  TDN

                	 	
                  S –
      Sign-off Required

                


        

      

    

     

    
      	
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    Service
Measures and Reporting

     

    On behalf
of Iveda Solutions, Digital Ally, and TDN, Jim Berglund will provide SAT with the following
reports in the intervals indicated.

    


    
      
        
          
            
              
                
                  
                    
                      
                        
                          
                            	
                                    Report
      name

                                  	 	
                                    Reporting
      interval

                                  	 	
                                    Delivery

                                    method

                                  	 	
                                    Responsible
      party

                                  
	
                                    Service
      Availability

                                  	 	
                                    monthly

                                  	 	
                                    email

                                  	 	
                                    Iveda
      Solutions/Digital Ally

                                  
	
                                    Service
      Delivery

                                  	 	
                                    monthly

                                  	 	
                                    email

                                  	 	
                                    Iveda
      Solutions/Digital Ally/TDN

                                  
	
                                    Number
      of customer incidents reported

                                  	 	
                                    monthly

                                  	 	
                                    email

                                  	 	
                                    Iveda
      Solutions/Digital Ally/TDN

                                  
	
                                    Number
      of incidents resolved

                                  	 	
                                    monthly

                                  	 	
                                    email

                                  	 	
                                    Iveda
      Solutions/Digital Ally/TDN

                                  
	
                                    Number
      of incidents open

                                  	 	
                                    monthly

                                  	 	
                                    email

                                  	 	
                                    Iveda
      Solutions/Digital Ally/TDN

                                  
	
                                    Time
      to resolve tickets by severity

                                  	 	
                                    monthly

                                  	 	
                                    email

                                  	 	
                                    Iveda
      Solutions/Digital Ally/TDN

                                  
	
                                    Accounts
      created

                                  	 	
                                    Daily/monthly

                                  	 	
                                    email

                                  	 	
                                    Iveda
      Solutions

                                  
	
                                    Customer
      Satisfaction

                                  	 	
                                    Monthly

                                  	 	
                                    email

                                  	 	
                                    Iveda
      Solutions/Digital
Ally/TDN

                                  


                          

                        

                      

                    

                  

                

              

            

          

        

      

    

     

    Signatures
of Approval

       

    By
signing below, all parties agree to the terms and conditions described in this
Agreement.

    


    Review
Process Owner

    
      
        
          
            
              
                
                  
                    
                      	
                              Name

                            	 	
                              Title

                            	 	
                              Signature

                            	 	
                              Date

                            
	
                              Jim
      Berglund

                            	 	
                              Iveda
      Solutions

                              Operations
      Manager

                            	 	 
      	 	 
      


                    

                  

                

              

            

          

        

      

    

    


    Iveda
Solutions

    
      
        
          
            
              
                
                  
                    
                      	
                              Name

                            	 	
                              Title

                            	 	
                              Signature

                            	 	
                              Date

                            
	
                              Luz
      Berg

                            	 	
                              Iveda
      Solutions

                              Chief
      Operating Officer

                            	 	 
      	 	 
      


                    

                  

                

              

            

          

        

      

    

    


    Digital
Ally

    
      
        
          
            
              
                
                  
                    
                      	
                              Name

                            	 	
                              Title

                            	 	
                              Signature

                            	 	
                              Date

                            
	
                              Ken
      McCoy

                            	 	
                              Vice
      President, Sales & Marketing

                            	 	 
      	 	 
      


                    

                  

                

              

            

          

        

      

    

    


    Tecnología
y Diagnósticos del Norte S.A. de C.V.

    
      
        
          
            
              
                
                  
                    
                      	
                              Name

                            	 	
                              Title

                            	 	
                              Signature

                            	 	
                              Date

                            
	
                              Armando
      Canseco

                            	 	
                              Primary
      Contact for Device Maintenance

                            	 	 
      	 	 
      


                    

                  

                

              

            

          

        

      

    

     

    
      	
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      Life Cycle Management

            

 

    
      
         


      

      
        
        

        
          

        

      

      
         


      

    

     

    
      Version
History

    

    
    

    
      
        
          
            
              
                
                  
                    
                      
                        	
                                Date

                              	 	
                                File
      name

                              	 	
                                File
      location

                              	 	
                                Responsible
      party or

                                revision
      initiator

                              
	
                                Version
      1.0

                              	 	
                                Iveda
      Solutions Digital Ally and TDN OLA for support of SAT.doc

                              	 	
                                \\Lawnorder\Sales\Customers\SAT

                              	 	
                                Luz
      Berg

                              
	 
      	 	 
      	 	 
      	 	 
      
	 
      	 	 
      	 	 
      	 	 
      
	 
      	 	 
      	 	 
      	 	 
      


                      

                    

                  

                

              

            

          

        

      

    

     

    
      	
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      Life Cycle Management

            

 

    
      
         


      

      
        
        

        
          

        

      

      
         


      

    

     

    Appendix
A: Incidents and Escalations

     

    Reporting
Incidents

     

    SAT first consults the
troubleshooting guide and knowledge base within SysAid. If the troubleshooting
guide or the knowledgebase do not resolve the issue SAT contacts either their
internet service provider or submits an incident ticket to the trouble ticketing
system.  SAT uses the troubleshooting guide and SysAid training
document to select the appropriate device or service for the incident
ticket.  Iveda Solutions or Digital Ally either solve the issue
remotely, or contact TDN with instructions on how to resolve the
issue.

     

    Escalation
Path

    


    Iveda
Solutions

    If the
problem is not resolved to the satisfaction of the customer

    Jim
Berglund – Operations Manager to be contacted – 001480-307-8723

    jberglund@ivedasolutions.com

    Still not
resolved

    Luz Berg
– Chief Operations Officer to be contacted – 001480-307-8700

    lberg@ivedasolutions.com

    Still not
resolved

    David Ly
– Chief Executive Officer to be contacted – 001480-307-8700

    dly@ivedasolutions.com

    


    Digital
Ally

    If the
problem is not resolved to the satisfaction of the customer

    Mark
Gordon or Marlon Jinks to be contacted – 001913-814-7774

    Mark.gordon@digitalallyinc.com; marlon.jinks@digitalallyinc.com

    Still not
resolved

    Larry
Dado or Jeff Oost to be contacted – 001913-814-7774

    Larry.dado@digitalallyinc.com; jeff.oost@digitalallyinc.com

    Still not
resolved

    Darrin
McCoy to be contacted – 001913-814-7774

    Darrin.mccoy@digitalallyinc.com

    Still not
resolved

    Ken McCoy
to be contacted – 001913-814-7774

    Ken.mccoy@digitalallyinc.com

    Still not
resolved

    Steve
Phillips to be contacted – 00913-814-7774

    Steve.phillips@digitalallyinc.com

    Still not
resolved

    Stan Ross
to be contacted – 00913-814-7774

    Stan.ross@digitalallyinc.com

    


    TDN

    If the
problem is not resolved to the satisfaction of the customer

    Armando
Canseco to be contacted – 210-681-6262 (TX) or 011525553514957

    armandocanseco@yahoo.com

     

    
      	
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      Life Cycle Management

            


    
 

    
      
         


      

      
        
        

        
          

        

      

      
         


      

    


    Appendix
B: Procedure Flowchart

    


    

     

    
      	
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      Life Cycle Management

            


    
 

    
      
         


      

      
        
        

        
          

        

      

      
         


      

    

    
    

    Appendix
C: Service Enhancements and Change Management

     

    Service
Enhancements (initiated by SAT)

     

    Services
(as opposed to incidents; see Reporting Incidents) are planned activities that
SAT knows will
be required at some time in the future. SAT should
request services by sending an e-mail message to satsupport@ivedasolutions.com or support@digitalallyinc.com 
at minimum 14 days
in advance.

    


    Iveda
Solutions or Digital Ally will respond to requests for service received with
appropriate advance notice within 1 business day.

     

    Change
Management (initiated by Iveda Solutions or Digital Ally)

     

    Change
management refers to any event that alters the existing state of a Customer’s
production services, including software, hardware, networks and facilities.
Iveda Solutions and Digital Ally seek to minimize disruption of services by
using a standard process to communicate and implement changes.

    


    
      
        
          
            
              
                
                  
                    
                      
                        
                          
                            
                              
                                
                                  	
                                          Service Provider 

                                          Change

                                          Management 

                                        	 	
                                          Business impact

                                        	 	
                                          Customer notification and

                                          confirmation

                                        	 	
                                          Examples

                                        
	
                                          Planned

                                        
	
                                          Standard

                                        	 	
                                          Minor
      or repetitive changes considered part of the normal workflow with no
      affect on Customer’s business

                                        	 	
                                          None.

                                        	 	
                                          Password
      resets

                                        
	 	 	 	 	 	 	 
	
                                          Minor

                                        	 	
                                          Small
      changes that have a documented and proven implementation process with
      little
      impact to the Customer’s business.

                                        	 	
                                          Service
      Providers will advise Customer daily. Also in a monthly
      report.  Unconfirmed notification to Customer is
      acceptable.

                                        	 	
                                          New
      account requests.  New installations of video
      units.  Replacement of failed devices in
    vehicles.

                                        
	 	 	 	 	 	 	 
	
                                          Moderate

                                        	 	
                                          Changes that may have a broad business
      impact.

                                        	 	
                                          Service
      Providers will advise Customer five working days in advance. Customer
      must
      confirm notification.

                                        	 	
                                          Installing
      patches on server.

                                        
	 	 	 	 	 	 	 
	
                                          Major

                                        	 	
                                          Changes
      that may have a significant
      impact to Customer business.

                                        	 	
                                          Service
      Providers will advise Customer ten working days in advance. Customer must
      confirm notification.

                                        	 	
                                          New
      OS or version upgrade, local upgrade in network
      infrastructure.

                                        
	 	 	 	 	 	 	 
	
                                          Unplanned

                                        
	
                                          Critical
      (After-hours)

                                        	 	
                                          Changes
      that must be performed in order to correct a faulty service having some
      impact on Customer’s business. Impact to business does not warrant
      immediate correction.

                                        	 	
                                          Service
      Providers will advise Customer as soon as possible after knowing such a
      change is required. Confirmed notification is preferred.

                                        	 	
                                          Hung
      process on a server – needs to be corrected before next backup is
      scheduled.

                                        
	 	 	 	 	 	 	 
	
                                          Emergency
      (Immediate)

                                        	 	
                                          Changes
      that must be performed in order to correct a faulty service having a major
      impact on Customer’s business. Impact to business requires
      immediate resolution.

                                        	 	
                                          Service
      Providers will advise Customer after change implementation. Confirmed
      notification is preferred.

                                        	 	
                                          Virus
      attack on network.  Disk drive
  failure.

                                        


                                

                              

                            

                          

                        

                      

                    

                  

                

              

            

          

        

      

    

     

    
      	
              Rev.
      11/11/2010

            	
              12

            	
              Service
      Life Cycle Management