Document:

Contract Order

 Exhibit 10.11.2 

CONFIDENTIAL TREATMENT REQUESTED 
 CONTRACT ORDER 
 TO 

MASTER SERVICES AGREEMENT 
 BETWEEN 
 EMBARQ MANAGEMENT COMPANY 

AND 

SYNACOR 
 This CONTRACT
ORDER No. COXX063016TPS to Master Services Agreement No. MSAX063015TPS (the “Agreement”) is between Embarq Management Company (“Embarq”) and Synacor, Inc., a Delaware corporation (“Synacor”). Unless otherwise
provided, all terms of this Contract Order are in accordance with the terms of the Agreement. 
 The parties agree as follows: 

 

	1.	DEFINITIONS 

  

	 	    	For the purposes of this Contract Order the following definitions apply. Where a definition contained in this Contract Order conflicts with a definition contained in
the Agreement, the definition contained in this Contract Order shall govern and control and shall apply solely to this Contract Order. Any term defined in the Agreement and used in this Contract Order will have the same definition as assigned to it
in the Agreement. 

  

	 	1.1.	“C.O. Term”. The term of this Contract Order shall be the Term, as defined in the Agreement. 

 

	 	1.2.	“Back-end Interfaces.” All Synacor provided Application Program Interfaces (API). 

 

	 	1.3.	“Embarq Data Services.” Embarq offered services consisting of consumer or business data products, and any products and/or services derived therefrom or
based thereon, including wireline or wireless services and any data services Embarq offers in the future. 

  

	 	1.4.	“Embarq Logo”. The Embarq logos and brands used to market the Embarq Portal(s). 

 

	 	1.5.	“Embarq Portal(s)”. Embarq branded portal services delivered to Embarq customers including but not limited to: email, security, personal start page,
and other associated products and services. This includes both business and consumer portals and other portals as requested by Embarq. 

  

	 	1.6.	“Portelus”. The suite of administration tools provided by Synacor for Embarq to manage the Embarq Portal(s). 

 

	 	1.7.	 “Premium Content Bundles”. A grouping of subscription and fee-based content and/or application services requiring a username and password to
access from the 

  
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Embarq Portal(s) which may be sold “a la carte” or embedded into an Embarq Data Subscription Account. 

 

	 	1.8.	“Synacor Services”. The set of software products, services, and applications and related content, exclusive of network level connectivity, which are
included together or bundled and offered by Synacor to its customers from time-to-time during the C.O. Term. The Synacor Services will be provided to Embarq customers together with Embarq Network Services, defined later, to permit those customers to
access and experience the public Internet. 

  

	 	1.9.	“Synacor Tools”. Synacor provided content publishing and administrative applications, Interfaces and Application Program Interfaces (API).

  

	 	1.10.	“Users”. All Embarq Data Subscribers and all others who are authorized by Embarq to have an Embarq email account. 

 

	 	1.11.	“Value Added Services.” Services which are sold or delivered primarily over the Internet, via any channel. For the purposes of this Agreement,
“Value Added Services” include, but are not limited to, content, video on demand, online storage, and enhanced security. 

  

	 	1.12.	“Embarq Data Subscriber”. Any residential or business customer with a monthly subscription to Embarq digital subscriber line (DSL) services.

  

	 	1.13.	“Commercial Launch Date.” Means the first date on which the Services are generally made available to Users. 

 

	 	1.14.	“Embarq Wireless Customers.” Means any residential or business customer with a subscription to Embarq wireless services. 

 

	 	1.15.	“Territory.” Means the geographic area in the continental United States where an Embarq Affiliate provides wireline local exchange telephone service.

  

	2.	SYNACOR OBLIGATIONS 

  

	 	2.1.	Systems Development and Implementation. 

  

	 	2.1.1.	Portal deliverables consist of the following product elements: 

  

	 	2.1.1.1.	Embarq Portal(s) with elements of Synacor’s standard portal template branded with Embarq presentation layer (look and feel, color, logos, trademarks, etc.).

  

	 	2.1.1.2.	Initial content to be integrated into the Embarq Portal(s) as provided in Exhibit 1, attached. 

 

	 	2.1.1.3.	Synacor agrees, during the Term, to integrate Embarq’s online services into the Embarq Portal(s) [*]. Examples of applicable Embarq Services are the
following: 

  

	 	2.1.1.3.1.	Account Management or Bill Pay 

  

	 	2.1.1.3.2.	Embarq eCommerce site (www.Embarq.com) 

  
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	 	2.1.1.3.3.	Embarq Business Resource Center site (www.Embarq.com/brc) 

  

	 	2.1.1.3.4.	Portal Products 

  

	 	-	Embarq Personal Media Link (remote media streaming product) 

  

	 	-	Embarq Video Clicks (Video-on-demand product) 

  

	 	-	Embarq Media Safe (remote storage product) 

  

	 	-	Embarq VOIP web interface 

  

	 	-	Embarq voice mail web interface 

  

	 	-	Motive Self-Registration (link to self-registration) 

  

	 	-	Biz Pak 

  

	 	2.1.1.4.	Content publishing and Administration Components; 

  

	 	2.1.1.5.	Personalization functionality of Embarq Portal(s) for establishment of User preferences by Embarq Customers; 

 

	 	2.1.1.6.	Application Programming Interfaces (“APIs”) for unified registration, login and update associated with mutually agreed portal components. Embarq will
work in good faith to conform to Synacor’s current API structure (including registration, new account activations, updates, product changes, and service cancellations). Synacor will work in good faith to perform, [*] any reasonable and
limited enhancements or modifications to the standard Synacor API structure as necessary in order to assist Embarq to fit its operations support system; 

  

	 	2.1.1.7.	[*] 

  

	 	2.1.1.8.	Multiple unique portal accounts will be supported per each Embarq Data Subscriber, provided that the number of permitted unique portal accounts per Embarq Data
Subscriber shall not exceed the number of email accounts offered per Embarq Data Subscriber; and 

  

	 	2.1.1.9.	Embarq Portal(s) content shall be available to visitors without requiring the visitor to register or log-in prior to accessing this content, with the exception of
Premium Products, Internet Security Services, E-mail and any content that is required by the content provider to be placed behind login. 

  

	 	2.1.2.	 Portal Deliverables. The Embarq Portal(s) deliverable shall be Synacor’s standard portal product with the elements specified in subsection
(a) above, together, with User Authentication (the “Portal Deliverable”), customized with Embarq’s color scheme, logo, design elements and “look and feel” elements as determined by the joint Embarq/Synacor development
team (the “Appearance Requirements”), which shall be delivered according to a mutually-agreed upon 

  
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timeframe based on the level of functionality desired by Embarq. The Embarq Portal(s) will provide the functionality described in the Synacor Specifications. If Embarq desires additional
appearance or functionality for the Embarq Portal(s) from Synacor, the parties will, upon Embarq’s request, negotiate in good faith with respect to additional deliverables and the cost to Embarq for such additional deliverables. 

 

	 	2.2.	Portal Administration. 

  

	 	2.2.1	Portelus will allow Embarq to manage via a web interface: 

  

	 	2.2.1.1.	User access and subscriptions; and 

  

	 	2.2.1.2.	Content areas on the portal pages. 

  

	 	2.2.2.	Portal templates display the premium services and Embarq-specified content in unique information ‘panels’. Each panel accepts a content feed, such as weather,
daily financial market information, interactive surveys, and other basic content types. These panels can be configured to provide default information on the portal home page, and configured to individual User preferences or subscription settings.

  

	 	2.2.3.	Custom provisioning tools allow administrators to create new User accounts, and add premium content subscriptions to individual accounts. Customer Service
Representatives (“CSR”) can be assigned simple administrative privileges to see if an account is active and to create a new account, update existing accounts, and delete accounts or premium services. 

 

	 	2.2.4.	Hierarchical permissions make sure that only the Embarq account owner has “parent” administration control over the entire Portelus implementation. Embarq
privileges include: 

  

	 	2.2.4.1.	Login to administration 

  

	 	2.2.4.2.	View statistics 

  

	 	2.2.4.3.	Add Users 

  

	 	2.2.4.4.	View/Administer Users 

  

	 	2.2.4.5.	View User passwords 

  

	 	2.2.4.6.	Manage HTML content areas 

  

	 	2.3.	Unified Registration and Login 

  

	 	2.3.1.	Portelus unified registration and unified login enables Embarq to seamlessly integrate its User profile management Web applications. 

 

	 	2.3.2.	Unified Registration. Portelus unified registration allows Embarq to use their existing tools for provisioning User accounts, while at the same time establishing
an account in the Portelus database. Such software calls Portelus APIs when customer service representatives sign up new subscriber accounts for Internet services. 

 

	 	2.3.3.	Execution. The unified registration process begins when a User is created using Embarq’s User provisioning tool. That process contacts Synacor’s API,
which responds with a success or failure message. On success, the User will exist in the Portelus database. In the event of a failure, the CSR should resolve the issue in Embarq’s provisioning tool; if not, Synacor support should be contacted
for manual field entry or data resolution. 

  
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	 	2.3.4.	The Portelus Registration API uses [*]. This provides programmatic and security flexibility to the function. 

 

	 	2.4.	Unified Login. Unified login allows authenticated Users to gain access to the Embarq Portal(s) and e-mail accounts and other integrated applications with one
login. Synacor will work with Embarq to implement single sign-on with most Web products. An initial list of integrated applications is set forth on Exhibit 2, which may be amended from time to time. 

 

	 	2.5.	Portal Implementation for Embarq. Implementation of the Embarq Portal(s) consists of: 

 

	 	2.5.1.	Synacor creates the portal site template 

  

	 	2.5.2.	Synacor hosts system back-office infrastructure, premium service, User preference-session management information in its data center 

 

	 	2.6.	Product Roadmaps. Synacor shall share its product roadmap with respect to the Synacor Services that Synacor may provide as part of the Embarq Portal(s) over the
Embarq Network with Embarq on a bi-annual basis to obtain feedback and comments. Synacor agrees to provide a reasonable notice (a minimum of 60 days) of product and/or service change and/or launches that will impact the Embarq Portal(s). Similarly,
Embarq agrees to share its product roadmap on a bi-annual basis, and provide reasonable notice (a minimum of 60 days) of product and/or service change and/or launches that will impact the Embarq Portal(s). Any development necessary for the
continuation of services belong to Synacor. 

  

	 	2.7.	Business Portal. Synacor shall create a Business Portal to be offered by Embarq to all its Business Embarq Data Subscribers. Users of the Business Portal will
have the same content available to them as will be available to Consumer Portal Users. Synacor will create a default Business Portal configuration, i.e., the content elements and configuration the User is presented prior to personalizing the portal,
that contains [*] News, Local News, Financial content, Search, Weather, Maps and Directories as well as access to email and cross marketing messages, all determined, created and controlled by Embarq. Synacor and Embarq agree to work
cooperatively and collaborate to acquire content that will provide value to and will be of interest to Businesses. All other available content will require the User to employ the standard personalization. Embarq reserves the right to leverage
another portal provider, should it deem necessary to accommodate the needs of the business customers. 

  

	 	2.8.	Premium Products. Synacor shall collaborate with Embarq to design premium content bundles that address consumer and business interests and meet Embarq’s
marketing and budgetary objectives (“Premium Products”). Synacor agrees that Premium Products can be marketed as a la carte consumer offerings and/or as product bundles that can be configured and selectively embedded in various tiered
offerings. Examples of Premium Bundles available to Embarq for distribution to Users are attached hereto as Exhibit 3. Synacor’s offering of Premium Products will be subject to the terms and conditions set forth in Exhibit 4.

  

	 	2.9.	 Third Party Content Providers. Embarq reserves the right to work directly with any third party application or content provider for the purposes
of procuring and delivering programming, products, and services that meet Embarq customer needs for use with both wireline and wireless services. Synacor agrees to work directly with any such

  
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Embarq approved third party content provider and to integrate all content that is not a Premium Product [*]. Synacor will not charge Embarq to integrate Embarq sourced content for which
integration is based on content feeds delivered into the Embarq Portal(s) via Synacor’s Content Management System (“CMS”). Other Embarq sourced content including, but not limited to, services requiring custom programming by Synacor
and/or services utilizing unified registration and login will be [*] as applicable and specified in Section 5.10 below. 

  

	 	2.10.	Wireless Capabilities and Services. During the Term, Synacor agrees to use commercially reasonable efforts to develop and offer to Embarq, no later than
June 30, 2007, functionality that will allow Embarq Customers who also have wireless service to access mutually agreed to portions of the Embarq Portal(s) from their wireless handsets. Such capabilities shall include: 

 

	 	2.10.1.	[*] 

  

	 	2.10.2.	[*] 

  

	 	2.10.3.	[*] 

  

	 	2.10.4.	[*] 

  

	 	2.11.	Internet Security Services. 

  

	 	2.11.1.	Synacor will integrate F-Secure’s web-scanning engine into the Embarq Portal(s) upon Embarq’s request. The provision of this service will be subject to
F-Secure’s Service Level Definition, Special Terms for Online Scanner, and End User License Agreement attached hereto as Exhibits 5, 6, and 7 respectively. 

 

	 	2.11.2.	 Security Suite Services Components. Each License and PC Key will provide access to the latest release of Synacor’s Consumer Internet
Security Suite (provided by F-Secure). This suite currently consists of the following components: Virus & Spyware protection, Firewall, Spam and Phishing 

  
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protection, automated software and virus signature upgrades, standard side grade (detects and/or removes competing security products at install of F-Secure’s security products) support for
removing competitive programs on install, and Parental Control (for Consumer customers) and Access Control (for Business customers). The components of the security suite may change from time to time, but regardless of those changes, F-Secure will
make its most current and advanced consumer security offering available to Embarq throughout the Term of this Agreement. Multiple PC installations will be supported with each License. The total number of PC installations per License may not exceed
[*] installations per Embarq Data Subscriber account. 

  

	 	2.11.3.	Commercial Free Music Radio. If Embarq so chooses, Synacor will incorporate a 40 genre commercial free music radio service into the Embarq Portal(s). The monthly
fee Synacor will charge Embarq for this service will be [*]. This pricing model is predicated on Embarq marketing a private MusicNet Subscription Music service or services. 

2.12. 
  

	 	2.12.1.	Promotional Support. Synacor will provide Embarq with on going promotional support to assure maximum adoption of Email, the Embarq Portal(s) and premium services
by Embarq Customers. Such support will take the form of materials and guidance in the construction of promotions supporting these products. 

  

	 	2.12.2.	Launch Support. Synacor will provide materials and guidance in support of: 

 

	 	2.12.2.1.	[*] 

  

	 	2.12.2.2.	[*] 

  

	 	2.12.2.3.	[*] 

  

	 	2.12.2.4.	Synacor will assist in development of IVR and “on hold” scripts which would include a mention of the Embarq Portal(s), email and premium services for Embarq
call centers 

  

	 	2.12.2.5.	Embarq may employ Synacor materials and guidance to support its launch of the Embarq Portal(s). 

 

	 	2.12.2.6.	Synacor will provide start page programming and functionality to support promotional activities such as customer daily/weekly prize entries. 

 

	 	2.12.3.	On-going: 

  
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	 	2.12.3.1.	Promotional Campaigns—Synacor, at its option, will from time to time design and implement periodic marketing promotions supporting the Embarq Portal(s) and/or
Premium Content Bundles each calendar year. [*] 

  

	 	2.12.3.2.	[*] 

  

	 	2.12.3.3.	[*] 

  

	 	2.12.3.4.	Synacor will assist Embarq in the development of IVR and “on hold” scripts to support the Embarq Portal(s), email and Premium Content Bundles for Embarq call
centers. 

  

	 	2.13.	Embarq Email Service—Features and Functionality. Synacor will build, deploy, maintain, and support an Embarq branded email service. The services will
incorporate the following features and functionality: 

  

	 	2.13.1.	Easy-to-use, intuitive Web mail User interface consistent with and comparable to existing competitive interfaces. 

 

	 	2.13.2.	Support for full RFC-compliant POP protocol 

  

	 	2.13.3.	Wireless device support (including access to email and contacts, calendar, and related content via mobile device with standard mobile web browser over WAP or HTTP
protocol). Synacor will make wireless Email service features available to Embarq Data Subscribers by no later then June 30, 2007. Access to the Embarq Portal(s) through wireless devices and all other Embarq Email Service Features and
Functionality listed herein will be available to Embarq Data subscribers on the Commercial Launch Date. 

  

	 	2.13.4.	Commitment to maintain, throughout Term, competitive User features such as HTML messages, large attachments (10 megabytes), contacts/address book, contacts and calendar
sharing both publicly and restricted, inline spell checking and other features driven by AJAX or similar technologies providing dynamic right-click menus, roll-over informational pop-outs, and competitive AJAX-related technologies.

  

	 	2.13.5.	Large mailboxes (1 gigabyte standard storage, with a practical upper storage limit mutually agreed upon by the Parties) 

 

	 	2.13.6.	Robust filtering rules capable of features such as forwarding, filtering based on headers, subject to, from, body, attachments, and other variables. Auto-sorting into
designated folders or tags. Ability to auto-delete messages based on filter criteria. 

  

	 	2.13.7.	Anti-virus, anti-spam, anti-phish, and anti-scam filtering consistent with and comparable to industry standards; ability for User to set and manage filtering levels
within interface; ability to auto-file or tag identified messages to junk or similar folder; ability to auto-delete such detected messages. 

  
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	 	2.13.8.	Search Technologies. Ability to search within messages, contacts, and calendars based upon headers, subject, to, from, body, and other variables.

  

	 	2.13.9.	Organization. Ability to view threaded conversations. Ability to organize by folder and by tags. Ability to drag and drop items among elements. Ability to resize panes.
Ability to preview messages in preview pane via AJAX or similar technologies. Ability to dynamically detect and act upon dates, email addresses, and URL’s within messages. Ability to store Drafts and track Sent messages.

  

	 	2.13.10.	Security. Ability to access content via secure channel such as SSL (Secure Socket Layer). Ability to block HTML-based images by default but permitting User to choose to
load such content. 

  

	 	2.13.11.	Topology. Ability for Embarq and User to create and manage parent and child account hierarchies with associated control mechanisms through API and web-based
administrative interface. Ability of parent to manage and control child accounts such as adding, deleting, and modifying. 

  

	 	2.13.12.	Administrative API and web-based interfaces which will permit Embarq to provide Tier 1 and 2 support to consumers. 

 

	 	2.13.13.	Synacor shall provide Tier 3 support. 

  

	 	2.14.	Exclusivity. During the C.O. Term, Synacor and Supplier Affiliates may not offer, market or sell directly to consumers and businesses within the Territory any of
the following wireless or wireline services, regardless of the technology used to deliver the service: (1) voice services, including any applications that provide voice service over a high speed internet access connection; (2) high speed
internet access services; and (3) video television services (“Prohibited Services”). However, for the sake of clarity, the following services are not Prohibited Services: (1) video, audio or text instant messaging;
(2) video, audio or text chat services; (3) video, audio, text or photo sharing services; (4) video, audio or text social networking services; (5) video, audio or text blogging services; and/or (6) Internet video services.
Synacor’s violation of this provision will be deemed a material breach of this Agreement, and Embarq may terminate this Agreement immediately upon learning of the violation with no additional liability to Embarq. Notwithstanding the foregoing,
nothing herein prevents Synacor from providing services to customers to enable such customers to sell any non-Synacor-branded product whatsoever to any of their consumers or customers, even if such products sold using the Synacor services are
Prohibited Services. 

  

	 	2.15.	Technical Support. Synacor will operate the Services at the levels and performance and to provide Embarq with technical support services in accordance with the
Service Level Agreement (“SLA”) in Exhibit 8 attached hereto. 

  

	3.	EMBARQ OBLIGATIONS 

  

	 	3.1.	Delivery of Embarq Portal(s). Embarq shall, [*] deliver the Embarq Portal(s) over the Embarq network to the modem or other customer premises equipment
(the “CPE”) of Users. Embarq shall, [*] provision and install any required CPE at each User’s location. 

  

	 	3.2.	Marketing of the Embarq Portal(s). Embarq is responsible for selling, advertising, promoting, and marketing the Embarq Portal(s). 

  
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	 	3.3.	Embarq Network. Except as otherwise provided in this Contract Order, Embarq shall, [*] provide, install, manage, and maintain the networks and system
infrastructure (including, without limitation, the Embarq system, Embarq network and CPE) necessary for the delivery of the Embarq Data Services to the Users. Embarq shall, [*] also provide connectivity, including Internet transit, for the
Embarq Portal(s) over the Embarq network and facilities. 

  

	 	3.4.	Distribution Channels. Embarq will determine in its sole discretion the distribution channels through which the Embarq Portal(s) will be made available.

  

	 	3.5.	Forecasts. Embarq will provide Synacor with an annual forecast by month for Users. Updates will be provided throughout the year in the event the forecast
materially changes. Any failure by Embarq to meet a forecast provided to Synacor under this Section will not be deemed a breach of this Agreement and will not result in any Embarq liability. 

 

	4.	 	JOINT OBLIGATIONS 

  

	 	4.1.	Account Management. Synacor and Embarq shall, each at its own expense, supply resources to support account management and reconciliation activities between the
two parties’ databases. These activities will be performed on a timely basis, and any disputes will be resolved through the escalation processes. Each Party shall have a designated account/product management team and will make available all
technical and operational information personnel and resources to develop, deploy and operate the Embarq Portal(s). 

  

	 	4.2.	The Parties intend to support the relationship contemplated hereby with regular meetings where information relevant to the delivery of the Embarq Portal(s) will be
shared. 

  

	5.	 	PRICING 

  

	 	5.1.	Portal Pricing/Fees. Beginning on the Commercial Launch Date of the Embarq Portal(s) pursuant to and continuing throughout the Term, Embarq of shall pay Synacor
[*]. Within [*] days after the end of each calendar month, Embarq will provide to Synacor [*] for the purposes of validation of the portal fee payment to Synacor. 

 

	 	5.2.	 [*] 

  
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 [*] 

 

	 	5.3.	Portal Development & Integration Fee (Non Re-occurring Expense). Embarq shall pay to Synacor a Development Fee of [*] for the development of both
the Consumer and Business Embarq Portal(s). Half the Development Fee will be payable within [*] business days after execution of an Agreement and the balance will be due within [*] business days after commercial launch of the Embarq
Portal(s), Premium Products and Internet Security Services. The Commercial Launch Date will be the date upon which the said services are available to Users in accordance with the Service Level Agreement, on a commercial basis (i.e. not a beta,
limited availability, or other test offering). [*] 

  

	 	5.4.	Search and Advertising Revenue Share. 

  

	 	5.4.1.	Search Revenue Share. Revenue sharing between Synacor and Embarq for searches executed through the Embarq Portal(s) will be as provided in the Search Revenue
Sharing Addendum, attached hereto as Exhibit 9. Embarq hereby agrees that the Search Services described in the Search Revenue Sharing Addendum shall be incorporated as features into the Embarq Portal(s). 

 

	 	5.4.2.	 [*] Embarq may, but is not required to, permit advertising on the Embarq Portal(s), and may control the type and amount of permitted
advertising. Only Synacor and Embarq may provide advertising within the Embarq Portal(s) to the extent that Embarq authorizes any such advertising. Embarq shall receive [*] of Net Advertising Revenue. “Net Advertising Revenue”
includes all e-commerce revenue, and revenue from all video advertising, banner advertising, and other forms of advertising that appear on or within the Embarq Portal(s), including but not limited to: email, security, personal start page, and other
associated products and services less any cost associated with placement, insertion and administration of such advertising. For clarity, Net Advertising Revenue does not include revenue covered by the Search Revenue Sharing Addendum. This
arrangement will not preclude Embarq from placing advertisement for their own products and service or those of their subsidiaries and affiliates [*]. Synacor will provide advertising services to Embarq, which may include, without limitation,
e-commerce, video, banner advertising and other forms of advertising. Embarq may approve or disapprove any marketing, advertising or messaging to Active Users within the Embarq

  
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Portal(s) or used in targeting Active Users outside the Embarq Portal(s). Specifically prohibited is the marketing, advertisement or messaging of competitive telecommunication, information or
entertainment services, including but not limited to voice, video, data or wireless services. Synacor agrees not to sell or provide any Embarq Portal(s) customer lists to any third party. The general guidelines regarding appropriate advertising is
attached hereto as Exhibit 10, which may be amended from time to time by Embarq. Embarq shall have the right to request that Synacor remove any advertising that conflicts with an existing advertising relationship of Embarq, is not consistent with
the guidelines set forth in Exhibit 9, or if an Embarq Customer files a formal complaint with a regulatory or law enforcement agency regarding such advertisement. Synacor shall disable advertising services provided by such advertisement from the
Embarq Portal(s) within [*] days after receiving written notice from Embarq. 

  

	 	5.5.	Integration of [*]. Synacor will integrate [*] that are made available to Synacor and Embarq such as [*] into the Embarq Portal(s). In no
case will any [*] be added to the portal or will Synacor use products from a [*] without prior written approval from Embarq, which approval will not be unreasonably withheld. 

 

	 	5.6.	Email Monthly Fees. The monthly fees charged Embarq by Synacor to provide Email Service, as described above, will consist of the following:

  

	 	5.6.1.	Embarq shall pay Synacor [*] through out the Term of this Agreement. Embarq will provide to Synacor the actual [*] for the purposes of validation of the
monthly email fee payment to Synacor. Embarq may offer up to [*] email accounts per Embarq Data Subscriber [*]. Additional email accounts will be provided by Synacor at a rate of [*]. 

 

	 	5.6.2.	Embarq shall pay Synacor [*] to cover the cost of telecommunications bandwidth to support the Email, Portal, Internet Security, and Premium Product Services.

  

	 	5.6.3.	The monthly flat rate fee of [*] stated in item (a) of this Section is based on the assumption that the average storage per mailbox [*]. If average
storage per mailbox exceeds [*], Synacor shall charge Embarq [*]. 

  

	 	5.6.4.	Synacor will assist Embarq in establishing and will implement and maintain email policies which maximize mailbox size efficiency. 

 

	 	5.7.	 Email Service Development Fee (Non-Recurring Expense): Embarq shall pay Synacor a one-time Development Fee of [*] for the development of
Consumer and Business email products utilizing up to [*] available domain name(s) specified by Embarq. Should Embarq desire Synacor to create a vanity email product for its business customers, the Parties will negotiate a separate written
addendum to this Contract Order. Embarq agrees to pay [*] within ten (10) business days after execution of an Agreement and the balance will be due within ten (10) business days after commercial launch of the Embarq Portal(s),
Premium Products and Internet Security Services. The Commercial Launch Date will be the date upon which the said services are available to Users in accordance with the Service Level Agreement, on a

  
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 CONFIDENTIAL TREATMENT REQUESTED 

 

	 	
commercial basis (i.e. not a beta, limited availability or other test offering). [*] 

  

	 	5.8.	Wireless Portal Pricing. [*] Any applicable wireless portal fees will be mutually agreed upon prior to the general availability of the wireless portal
feature and will not exceed [*]. 

  

	 	5.9.	Premium Bundle Pricing. In the event Embarq elects to make any Premium Content Bundle, as currently specified in, or subsequently added to, Exhibit 3 below,
available to Embarq Data Subscribers, each month, Synacor shall bill Embarq for an amount determined by multiplying the number of Subscription Accounts (as defined below) in a given month by the monthly fee associated with the applicable Premium
Content Bundle subscribed to by such Subscription Account. For purposes herein, a “Subscription Account” is defined as an Embarq Data Subscriber [*]. The number of Subscription Accounts shall be counted by Synacor as of the last day
of each month unless otherwise agreed to by the Parties in writing. Synacor will provide the count of Subscription Accounts within five days after the end of each calendar month. 

 

	 	5.10.	 Carriage Fees. Embarq may, from time to time, choose to utilize Synacor Services for the distribution of Value Added Services sourced by Embarq
itself or under contract with third parties which are offered either separately or as part of Embarq Data Services (“Embarq Sourced Services”). If such Embarq Sourced Services are offered separately then Embarq shall pay Synacor Carriage
Fees each month defined to be [*]. If such Embarq Sourced Services are offered as part of Embarq Data Services then Embarq shall pay Synacor Carriage Fees each month defined to be [*]. An example of how Carriage Fees are computed is
attached hereto as Exhibit 11. [*] For purposes herein, a “Subscription Account” is defined as an Embarq Data Subscriber who is [*]. 

  
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OMITTED PORTIONS. 

 CONFIDENTIAL TREATMENT REQUESTED 

 

	 	
The number of Subscription Accounts shall be counted by Synacor as of the last day of each month unless otherwise agreed to by the Parties in writing. 

 

	 	5.11.	Security Suite Price Schedule. The prices listed below represents [*] schedule with [*] on the number of Embarq Portal(s) subscribers that can
activate the Internet Security Suite of Services and is calculated based on a Embarq Portal(s) subscriber count of [*]. If the total Embarq Portal(s) Subscriber count is either above or below the Embarq Portal(s) Subscriber Range, the monthly
fee schedule detailed below will be adjusted [*] the Embarq Data Subscriber count is either less than or greater than the boundaries of the Subscriber Range defined in the previous sentence. 

 

	 	•	 	 [*]  

  

	 	•	 	 [*] 

  

	 	•	 	 [*] 

  

	 	•	 	 [*] 

  

	 	•	 	 [*] 

 6.
BILLING 
  

	 	6.1.	Synacor provides billing recognition and billing components. This is achieved by the following: 

 

	 	6.1.1.	Integrated Billing, [*] 

  

	 	6.1.2.	Credit Card 

  

	 	6.1.3.	Manual Billing via Customer Service Representatives 

  

	 	6.2.	Synacor logs every premium service subscription/cancellation transaction that passes through the Portelus system. Synacor will deliver that data to Embarq, via the
following modalities at Embarq’s discretion: 

  

	 	6.2.1.	[*] 

  

	 	6.2.2.	[*] 

  

	 	6.2.3.	An e-mail notification to a CSR (email once a day with a new subscriptions list) 

 

	 	6.2.4.	Pulled from Synacor’s API when needed 

  

	 	6.2.5.	Sent to Embarq in another standard or proprietary format for input into their billing program 

 

	 	6.3.	Premium Products and Internet Security Services will also be integrated into the Embarq Portal(s) and unified with Embarq email login as well as integrating the billing
of Premium Products Bundles with Embarq billing and a credit card billing service. 

  
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OMITTED PORTIONS. 

 CONFIDENTIAL TREATMENT REQUESTED 

 

	 	6.3.1.	Synacor and its partner F-Secure will provide training support for security, both at initial launch and ongoing. 

 

	 	6.3.1.1.	Synacor and its partner F-Secure will customize training as requested by Embarq 

 

	 	6.3.1.2.	Synacor and its partner F-Secure will provide refresher training as requested and at all major releases or functionality updates 

7. OPERATIONS 
  

	 	7.1.	Customer Care Obligations. Customer care responsibilities are as provided in Exhibit 12, attached. 

 

	 	7.2.	Planning. Both Parties will advise each other in writing of any network, software and services version releases and updates as far in advance as is commercially
reasonable, and shall share with the other Party any other relevant information as to modifications to features of the Embarq Portal(s) controlled by that Party, in accordance with the meeting schedules described in Section 4.2. Both Parties
will meet quarterly for reviews. For new products and services Synacor will map out timelines by month. 

  

	 	7.3.	Training. Training and development: (which apply to Email, Portal, Premium Products and Internet Security Services): 

 

	 	7.3.1.	Training Content and Technical Support materials will be developed and delivered by Synacor 

 

	 	7.3.1.1.	Drafts forwarded to Embarq’s training department on or before November 1, 2006 

 

	 	7.3.1.2.	Technical Support materials will be delivered to Embarq on or before December 1, 2006 

 

	 	7.3.1.3.	Initial training materials and support for Synacor security services will be delivered to Embarq on or before December 1, 2006 

 

	 	7.3.1.3.1.	All security training will be customized as directed by Embarq 

  

	 	7.3.1.3.2.	Synacor will provide refresher training upon request and immediately upon major software releases or functionality updates 

 

	 	7.3.2.	Customization and localized content developed jointly by Embarq and Synacor on or before November 1, 2006 

 

	 	7.3.2.1.	Edits and final copy provided by Embarq 2 weeks prior to first training date 

 

	 	7.3.2.2.	Materials will be provided by Synacor 

  

	 	7.3.3.	Delivery provided by Synacor at Embarq’s location 

  

	 	7.3.3.1.	Embarq should have facilities and equipment available; Synacor will provide access to all applicable portal and support systems test environments

  

	 	7.3.3.2.	Embarq will provide training evaluation and participant satisfaction statistics for feedback and quality assurance purposes. 

 

	 	7.3.3.3.	A Synacor Training Consultant will be available for classroom or webinar delivery. 

  
 15 

 CONFIDENTIAL TREATMENT REQUESTED 

 

	 	7.3.3.4.	The Training Consultant can provide single or multiple Train-the-Trainer sessions or Agent sessions. 

 

	 	7.3.3.5.	[*] 

  

	 	7.4.	Network and Connectivity. [*] for the exchange of all relevant traffic generated by the delivery of the Embarq Portal(s). Embarq will be responsible for
all network issues, including but not limited to [*], provisioning, network integrity, central office issues, backhaul, customer services, and all support of network issues occurring on the Embarq Network. The Parties agree that bandwidth
usage associated with services not currently in the Embarq Portal(s) may have significant costs to Synacor and in such cases the Parties will address those costs in good faith negotiations at the time of inclusion of such services.

  

	 	7.5.	Service Changes. In the event either Party makes changes to its service which affects the ability of the other Party to provide service to the Embarq Portal(s)
Customers as envisioned herein, the Party making the change agrees to evaluate any new processes to ensure that they will function appropriately with the other Party’s systems, and will include the other Party in the testing of the new
functionality to verify that the new processes are working properly. Synacor will notify EMBARQ in writing of any changes to be made to the Embarq Portal(s), Security Software, Premium Bundles, or any other change impacting Embarq customers 60 days
prior to making such changes. Embarq will be given a minimum of 2-weeks to test the changes prior to implementation, with the right to delay implementation if issues are encountered in Embarq testing. 

 

	 	7.6.	Break/Fix. In the event that Synacor makes any changes pursuant to its Portelus Service, which affects the Embarq Portal(s) Customers services, Synacor agrees to
include Embarq in the evaluation of any new processes to ensure that it will function appropriately, in accordance with the Change Management Process set forth in Exhibit 13. Synacor will include the other Party in the testing of the new
functionality to verify that the new processes are working properly. 

  

	 	7.7.	Privacy/Conditions of Use. Each Party will retain its own separate privacy policies, which policies will be consistent with each other, and which will
independently govern that Party’s provision of service to the Embarq Portal(s) Customer. Terms and Conditions of Use for the access service will be mutually agreed upon. All other User policies relating to the use of the Internet and the Embarq
Portal(s) (e.g. acceptable use, web site usage, free web space, and community guidelines), will be mutually agreed upon and materially the same as the policies used by Synacor in connection with the Synacor Services. 

 

	 	7.8.	Security. The Parties agree that network and services security issues are of the utmost importance to each Party, and the Parties agree to provide corporate
security contacts for coordination of security issues. The Parties agree to cooperate reasonably with each other on security issues, including but not limited to: 

 

	 	7.8.1.	“Phisher” sites and emails; 

  

	 	7.8.2.	Spam (incoming and outgoing); 

  

	 	7.8.3.	Denial of service attacks; 

  

	 	7.8.4.	Criminal use of the Embarq Portal(s), including, but not limited to, identification of the offending User; 

 

	 	7.8.5.	Credit card or other payment fraud; and 

  
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OMITTED PORTIONS. 

 CONFIDENTIAL TREATMENT REQUESTED 

 

	 	7.8.6.	Any other issue identified by either Party in good faith as a critical security issue. 

 

	 	7.9.	Internet Security Services Support. Should Embarq so choose, Synacor and F-Secure will train Embarq’s Tier 1 technical support personnel and provide
continuously updated online support and product information tools. F-Secure will provide Embarq Tier 2 and Tier 3 in accordance to the Service Level Definition attached hereto.. Synacor and F-Secure will work with Embarq to integrate the Internet
Security Services support tools with Portal and email support tools prior to launch of Embarq Portal(s). The integrated support tools provided will be accessed via single-sign-on by authorized Embarq data technicians. Synacor agrees to ensure that
Embarq has access to all available F-Secure support tools, including but not limited to knowledge bases, FAQs, diagnostic tools, and web-based scanning engines. 

 

	 	7.10.	Personnel. Synacor will designate a manager as the primary point of contact for Embarq with regards to the matters contained in this Agreement. Embarq will
designate a similar primary contact person within Embarq who will be the primary point of contact for Synacor with regards to the matters contained in this Agreement. 

 

	 	7.11.	Reports. 

  

	 	7.11.1.	Synacor will provide reports in accordance with Exhibit 7 attached. 

  

	 	7.11.2.	Reports will be available online through Portelus. 

  

	 	7.12.	Customer Account Maintenance and Data Exchange. 

  

	 	7.12.1.	Embarq and Synacor will work together to design, develop and implement API processes to support account activation (registration), account maintenance/updates, product
changes, and cancellations of service. 

  

	 	7.12.2.	Embarq and Synacor will work together to design, develop and implement API processes to support the data technician support tools described in sections 7.19 and 7.20 of
this Order. 

  

	 	7.12.3.	[*] 

  

	 	7.12.4.	[*] 

  

	 	7.12.5.	All maintenance/update, and cancellation records shall include the unique Embarq identifier to allow Synacor to properly locate and identify the customer account in the
Synacor system and perform the change request. 

  

	 	7.12.6.	Both parties shall provide a minimum of 60 calendar days advance notice for any changes to the maintenance and registration API processes. If development is required by
either party, the parties will work together to determine a reasonable delivery date. 

  

	 	7.12.7.	Both parties will provide the ability to conduct regression testing for any of the established processes. 

  
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OMITTED PORTIONS. 

 CONFIDENTIAL TREATMENT REQUESTED 

 

	 	7.12.8.	Any Embarq customer information provided to Synacor will be deemed Embarq Confidential Information and handled by Synacor in accordance with Section 10 of the
Master Services Agreement. 

  

	 	7.13.	Authentication Security. Synacor will authenticate Users logging into the Portal per the username and password established at the time of registration of the
account. Synacor will maintain username/password database, and provide functionality through a customer, self-service Portal Account Management tool available to authenticated subscribers. This self-service tool will provide, but is not limited to,
the capability for the customer to change passwords, change username/email address, add mailboxes, and delete mailboxes. 

  

	 	7.14.	Network Architecture. Embarq will be responsible for all aspects of the Embarq System and Network infrastructure facilities from the Service Subscribers’
CPE through connectivity to the Internet. Embarq shall provision the Embarq Portal(s) for Service Subscribers and shall control all DHCP servers and routers necessary for that function. Additionally, Embarq will provide and manage a block of IP
addresses sufficient to meet the demands to provision the personal computers of Service Subscribers. Synacor will be responsible for all aspects of the Synacor Services infrastructure facilities, hosting, caching and software used by Synacor to
provide the Synacor portion of the Embarq Portal(s). 

  

	 	7.15.	Systems Interfaces. Both parties will develop and implement systems and interfaces as necessary to provide functionality necessary to the other party to perform
its duties and responsibilities in accordance with the SLA. 

  

	 	7.16.	Systems Roadmaps. Both parties agree to provide an overall systems roadmap with respect to the Embarq Portal(s) that the parties may provide over the Embarq
Network with the other Party on a bi-annual basis to obtain feedback and comments. Both Parties agree to keep these systems roadmaps in the strictest confidence, and shall not disclose such information shared. In addition, both Parties agree to
provide reasonable notice of systems and/or service changes and/or launches with detailed requirements. These launches will require that both teams agree to timelines, approach and project details and agree to supply the other Parties with resources
to support these efforts. Any development necessary for the continuation of services belong to Synacor. 

  

	 	7.17.	Infrastructure. Each Party will bear its own costs of agreed upon infrastructure enhancements to enable the two companies to exchange order, billing, and account
maintenance information, and reports, including but not limited to (1) an automated maintenance file transfer process, and (2) an automated billing reconciliation process. 

 

	 	7.18.	Intentionally Omitted 

  

	 	7.19.	Synacor will provide APIs and/or on-line, integrated support tools to be utilized by Embarq Data Technicians for Tier 1 and Tier 2 Support for Email, Security, and the
Portal. Such tools will provide the following functionality and will be available to EMBARQ at time of launch: 

  

	 	7.19.1.	Password Look-Up Functionality — will enable the data technician to look-up password to assist customers who have forgotten passwords. 

 

	 	7.19.2.	Password Reset — will enable the data technician to ‘reset’ or change a customer’s password in real-time. 

  
 18 

 CONFIDENTIAL TREATMENT REQUESTED 

 

	 	7.19.3.	Add a Mailbox to a Primary Customer Account—will enable the data technician to add a secondary mailbox to a Primary Customer Account—up to the maximum
mailboxes allowed per a single subscriber account. 

  

	 	7.19.4.	Delete a Mailbox from a Primary Customer Account—will enable the data technicians to delete or remove a secondary mailbox from a Primary Customer account.

  

	 	7.19.5.	Change the Primary Mailbox—will enable the data technician to change the Primary Mailbox on the account. This includes making the Primary mailbox a secondary
mailbox and making a secondary mailbox a primary mailbox on the account. 

  

	 	7.19.6.	Move a Mailbox—will enable the data technician to move a mailbox from Primary Account to another. 

 

	 	7.19.7.	Update or change customer information—enable the data technician to change customer information captured in the Synacor system. Information to include, but is not
limited to, customer name, customer telephone number, Account Type (Residential or Business), Account Service (if offering premium levels of service), and any other EMBARQ customer information captured within the Synacor system.

  

	 	7.19.8.	Reactivate Accounts—will enable the data technician to reactivate accounts that are ‘active’ in the EMBARQ system but have been deactivated in the
Synacor system—will reactivate Email service, Portal access, and security software services. 

  

	 	7.19.9.	Deactivate Accounts—will enable the data technician to deactivate accounts that are ‘active’ in the Synacor system, but have cancelled service in the
EMBARQ system—will deactivate email service, Portal Access, and security software services. 

  

	 	7.19.10.	Email Issue Resolution—Synacor will provide tools necessary to troubleshoot and resolve common email issues. 

 

	 	7.19.11.	Security Software Issue Resolution—Synacor will provide tools necessary to troubleshoot and resolve common Security Software issues. 

 

	 	7.19.12.	Portal Issue Resolution—Synacor will provide tools necessary to troubleshoot and resolve common issues encountered by customers with the Portal.

  

	 	7.19.13.	The data technician support tools outlined above will utilize account look-up functionality based on telephone, email address, or account number or username.

  

	 	7.19.14.	In all cases where Embarq Data Technicians or Customer Service Reps are updating customer account information via the support tools provided by Synacor, Embarq will
assume the responsibility of verifying the customer’s identity per Embarq standard practices. 

  

	 	7.19.15.	Synacor will provide an Agent Management Tool, to be administered by Embarq designated management. Such tool will allow Embarq management to grant and remove access to
the Support Tools provided by Synacor for Tier 1 and Tier 2 Support as outlined above. Such tool will be provided to Embarq at time of launch. 

  
 19 

 CONFIDENTIAL TREATMENT REQUESTED 

 

	 	7.19.16.	Synacor will work with Embarq to integrate via API interface the above outlined support tools into the Embarq data technician desktops. In addition, these support tools
can be accessed via Synacor provided URL by authorized parties. 

  

	 	7.20.	Tier 3 Support 

  

	 	7.20.1.	Synacor will provide a ticket escalation system/process to be utilized by Embarq data technicians when issues are encountered related to the Portal, email, and security
software that cannot be resolved through Tier 1 or Tier 2. Synacor will provide 24/7 support and will adhere to the SLA. 

  

	 	7.20.2.	Account Creation/Registration: Synacor will work with Embarq and/or Embarq appointed 3rd party vendor to design, modify and incorporate installation processes for new
High-speed Internet customers related to new account activation, email account creation, and security software download and set-up. 

  

	 	7.21.	Customer Service. Embarq will provide “first-line” customer service via interactive voice response (“IVR”) or customer service representative
to Users, including all inquiries with respect to installation disks, account maintenance, network level service, service provisioning and billing or any other functionality or services provided by or on behalf of Embarq. In addition, Embarq will
provide Tier 1 and Tier 2 support, including all inquiries with respect to email, Portal, and security to the extent that tools are provided in the matrix outlined above. Synacor will provide Tier 3 support via a ticket escalation system or phone
escalation as outlined in Exhibit 11 of this document. 

 8. OWNERSHIP AND LICENSES 

 

	 	8.1.	Interface Brand and Content. 

  

	 	8.1.1.	As between Synacor and Embarq, Synacor will have full and exclusive right, title and ownership interest in and to Synacor Properties (as defined in Exhibit 4), Synacor
Content, Synacor Tools, the Back End Interface and the Intellectual Property Rights therein, and Embarq will have full and exclusive right, title and ownership interest in and to Embarq Content, Embarq Brand Features, and the Intellectual Property
Rights therein. 

  

	 	8.1.2.	Embarq will control all aspects of the Embarq Portal(s) and will brand the Embarq Portal(s) only using Embarq trademarks, although Embarq may include a notice that the
Embarq Portal(s) is powered by Synacor. 

  

	 	8.1.3.	Embarq will have complete editorial control, with respect to the placement and content, advertising, and any language within the Embarq Portal(s).

  

	 	8.1.4.	[*] 

  

	 	8.2.	 Grant of License by Embarq. Embarq hereby grants to Synacor during the term of this Contract Order a non-exclusive, non-transferable,
non-sublicenseable, royalty-free, worldwide license under all of Embarq’s Marks (as defined below) to use, reproduce, 

  
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 CONFIDENTIAL TREATMENT REQUESTED 

 

 
publicly display, publicly perform, distribute and transmit the Embarq Brand Features on the Embarq Portal(s) in the manner described in this Contract Order, and for any other use for which
Synacor receives prior written approval from Embarq, subject in each case to compliance with any and all Embarq Brand Guidelines. 
  

	 	8.3.	Grant of License by Synacor. Synacor hereby grants to Embarq during the term of this Contract Order a nonexclusive, non-transferable, non-sublicenseable,
royalty-free, worldwide license under all of Synacor’s Marks to use, reproduce, publicly display, publicly perform, distribute and transmit Synacor Brand Features and Synacor Content on the Embarq Portal(s) in the manner described in this
Contract Order, and in connection with the distribution, marketing and promotion of the Embarq Portal(s), subject in each case to compliance with any and all Synacor Brand Guidelines. 

 

	 	8.4.	Trademark Restrictions. The mark owner may terminate the foregoing license if, in its reasonable discretion, the licensee’s use of the marks tarnishes,
blurs or dilutes the quality associated with the marks or the associated goodwill and such problem is not cured within 20 days of notice of breach; alternatively, instead of terminating the license in total, the owner may specify that certain pages
of the licensee’s website may not contain the marks. Title to and ownership of the owner’s marks shall remain with the owner. The licensee shall use the marks exactly in the form provided and in conformance with any Brand Guidelines. The
licensee shall not take any action inconsistent with the owner’s ownership of the marks, and any benefits accruing from use of such marks shall automatically vest in and accrue to the benefit of the owner. The licensee shall not form any
combination marks with the other party’s marks. 

  

	 	8.5.	Content Standards. Each party agrees to display mutually agreeable trademark and copyright notices or legends of the other party when using such other
party’s Brand Features. Each party shall in advance submit to the other party the proposed placement of such notices or legends (including, without limitation, the place and manner of incorporation into electronic media or transmissions), and
such other party shall have the right to approve the same. 

  

	 	8.5.1.	Embarq shall not provide any Embarq Content, and Synacor shall not provide any Synacor Content that is created and developed solely by Synacor, that: (a) infringes
any third party’s copyright, patent, trademark, trade secret or other proprietary rights or rights of publicity or privacy; (b) violates any law, statute, ordinance or regulation (including without limitation the laws and regulations
governing export control, unfair competition, antidiscrimination or false advertising); (c) is defamatory, trade libelous, unlawfully threatening or unlawfully harassing; (d) is obscene, harmful to minors or child pornographic;
(e) contains any viruses, Trojan horses, worms, time bombs, cancelbots or other computer programming routines that are intended to damage, detrimentally interfere with, surreptitiously intercept or expropriate any system, data or personal
information; or (f) is materially false, misleading or inaccurate. For the sake of clarity, for the purposes of this Section 8.51, Synacor Content shall not include any Content provided by Synacor Providers. 

  
 21 

 CONFIDENTIAL TREATMENT REQUESTED 

 

	 	8.5.2.	Synacor shall not provide any Synacor Owned Content that violates any law. 

 

	 	8.6.	Reserved Rights. Without limitation of the foregoing, each party reserves all rights other than those expressly granted in this Contract Order, and no licenses
are granted except as expressly set forth herein and each party shall retain all right, title and interest in and to its logos and product and service names and trademarks (the “Marks”), technology and other intellectual property
(including without limitation, in the case of Synacor, the tools, templates, frameworks or other software owned or licensed by Supplier and used in connection with the Service (the “Software”) and Services). Neither party shall take any
action inconsistent with such ownership. This is a contract for services only. All Software, hardware and other technology used to provide the Services will be installed, accessed and maintained only by or for Supplier and no license therein is
granted to Embarq. Embarq shall not use Supplier’s Marks, Software or Services in any manner except as specifically provided herein. 

  

	 	8.7.	Link License. Embarq grants to Synacor a non-transferable, non-exclusive, royalty-free license to use the Embarq Marks on the Synacor websites and to hyperlink
the Synacor websites to the Embarq websites selected by Embarq (the “Embarq Links”), provided that Embarq approves in advance all uses of the Embarq Marks on the Synacor website as further described in this paragraph 8.7.

  

	9.	POST-TERMINATION OBLIGATIONS. 

  

	 	9.1.	Upon notice of termination of this Contract Order by Embarq for any reason or upon Embarq’s provision of a notice of nonrenewal to Synacor, at Embarq’s
request Synacor agrees to assist in the transition of EMBARQ customer email, Portal Homepage, Security, and Premium Services away from Synacor hosted services to Embarq or to a third party designated by Embarq. In addition, the parties agree that
during a Transition Period, the parties will continue to be bound by and perform in accordance with this Contract Order, and Synacor will continue to assist Embarq as provided above and Embarq will continue to pay for the Services. Synacor’s
assistance in this transition during the Transition Period will be provided [*]. Such support includes, but is not limited to: 

 9.1.1 Whitelist of the designated Embarq partner IP ranges to allow access to Synacor servers and Webmail interfaces. 
 9.1.2 Provide ongoing lists or access to Embarq customer usernames and passwords, including primary and secondary designation and username and passwords per account. 

9.1.3 Disable the Synacor hosted Portal for EMBARQ customers effective with the beginning of the migration period. 

  
 22 

[*] = CERTAIN INFORMATION HAS BEEN OMITTED AND FILED SEPARATELY WITH THE COMMISSION. CONFIDENTIAL TREATMENT HAS BEEN REQUESTED WITH RESPECT TO THE
OMITTED PORTIONS. 

 CONFIDENTIAL TREATMENT REQUESTED 

 

 9.1.4 Redirect EMBARQ customers attempting to log-in to any Synacor—hosted
application (Portal, Webmail, etc.), to a URL to be provided by Embarq. Redirection to continue throughout the length of the migration period. 
 9.1.5 Provide access to all email messages, address books, and mail folders for migration to the new Portal Partner. (i.e., IMAP interface or other agreed upon method of access) 

9.1.6 Allow email forwarding for migrated customers for 6 months after the account has been migrated. 

9.1.7 Continue operational support and business as usual for all ‘non-migrated’ customers and supporting processes throughout
the migration period. Including, but not limited to, Technical Support Tools, API processes to support account updates and cancellations, reconciliation activities, reporting tools, and other day-to-day operations. 

 

	 	9.2.	Within 30 days after the end of the Transition Period, Synacor will return to locations designated by Embarq any Embarq-Owned Property. 

 

	 	9.3.	Within 90 days after the end of the Transition Period, Synacor will invoice Embarq for any final amounts due under this Contract Order. Embarq will pay undisputed
portions of all amounts reflected in the invoice within 45 days of Embarq’s receipt of the invoice. 

  

	 	9.4.	After the Transition Period, the parties will discontinue making any statements or taking any action that might cause third parties to infer that any business
relationship continues to exist between the parties under this Contract Order, and where necessary or advisable, inform third parties that that Parties no longer have a business relationship under this Contract Order. 

 

	 	9.5.	For a period of three (3) years after the expiration or other termination of this Contract Order, Synacor agrees that it will not directly target any Users, or use
any Embarq Data to target any Users, to switch from their Embarq high-speed internet service to a broadband data service offering sold by Synacor or by a Synacor marketing partner. The foregoing shall not apply to any of Synacor or Synacor’s
marketing partner’s general advertisements, or a User that switches of his or her own volition. 

  
 23 

 CONFIDENTIAL TREATMENT REQUESTED 

 

 SIGNED: 
  

					
	EMBARQ MANAGEMENT COMPANY	 		 	SYNACOR, INC.
			
	/s/    David Platt	 		 	/s/    Frank. J. Codella
	(signature)	 		 	(signature)
	Print name: David Platt	 		 	Print name: Frank. J. Codella
	Title: VP - Procurement	 		 	Title: Vice President of Sales
	Date: 12/4/06	 		 	Date: 11/27/06

  
 24 

 CONFIDENTIAL TREATMENT REQUESTED 

 

 Exhibit 1 
 Initial Content to be Integrated into the Embarq Portal(s) 
  

											
	 	  	 Category
	  	 Description
	  	 Provider
	  	 Refresh 

Rate
	  	 Rev.

Share

	 	  	Directories	  	 	  	 	  	 	  	 
		  	Yellow & White Pages	  	Online search functionality	  	 [*]
	  	Realtime	  	
						
		  	Maps	  	Maps & Directions	  	[*]	  	Realtime	  	
						
		  	Restaurant Search	  	Search tool	  	[*]	  	Realtime	  	
						
	(ii)	  	Search Services	  	Web search	  	[*]	  	Realtime	  	See “Advertising Addendum”
						
	(iii)	  	Horoscopes	  	Online horoscopes	  	[*]	  	Daily	  	
						
	(v)	  	 [*] Headline News service:
  ̈ National News

 ̈ World News
  ̈ Sports News

 ̈ Entertainment News
  ̈ Health News

 ̈ Business and
      Finance News
  ̈
Science & Technology
	  	 Text, pictures, videos, and audio, [*] - English & Spanish language. When a User clicks on a news story or
video the User will remain within the portal. [*] video content will generally be delivered at an encoding rate of at least 300kbs.

Sports sub categories:
	  	[*]	  	between every 20 minutes and 1.5 hours	  	

  
 25 

[*] = CERTAIN INFORMATION HAS BEEN OMITTED AND FILED SEPARATELY WITH THE COMMISSION. CONFIDENTIAL TREATMENT HAS BEEN REQUESTED WITH RESPECT TO THE
OMITTED PORTIONS. 

 CONFIDENTIAL TREATMENT REQUESTED 

 

											
	 	  	 Category
	  	 Description
	  	 Provider
	  	 Refresh

Rate
	  	 Rev

Share

		  		  	 Baseball, Basketball, Hockey, Golf, Auto Racing, Football, Soccer, Boxing and Tennis

 
 Business & Finance sub categories: Market snapshot, Market movers (top
gainers/losers) Most active portfolio tracking & personal finance stories from [*]
  
 Business & Finance sub categories: Market snapshot, Market movers (top gainers/losers) Most active portfolio tracking & personal finance stories from [*]

 
 Entertainment sub categories: Box office snapshots, Top movies, entertainment news
and gossip from [*] updated daily
	  		  		  	
						
		  	Photo	  	 [*]
 [*] - store,
share and develop digital pictures plus subscribers will receive 15 free prints and two free rolls developed. Embarq will receive a one-time bounty of [*] for each sub that selects the free offer or subscribes to additional service from
[*].
	  	[*]	  	N/A	  	
						
	(vii)	  	Local	  	Local news, events, lottery results, restaurants & entertainment and shopping based on Zip code - Local news from News papers across North America,	  	[*]	  	Realtime-News/Gas Prices Daily -Events/ Lottery	  	[*]
		  		  		  		  		  	

  
 26 

[*] = CERTAIN INFORMATION HAS BEEN OMITTED AND FILED SEPARATELY WITH THE COMMISSION. CONFIDENTIAL TREATMENT HAS BEEN REQUESTED WITH RESPECT TO THE
OMITTED PORTIONS. 

 CONFIDENTIAL TREATMENT REQUESTED 

 

											
	 	  	 Category
	  	 Description
	  	 Provider
	  	 Refresh

Rate
	  	 Rev.

Share

	(viii)	  	Music news.	  		  		  		  	
		  		  	News & Top ten ranking	  	 [*]
	  	 weekly
 hourly
	  	
						
	(ix)	  	Searchable TV listings	  	by Zip Code	  	[*]	  	Daily	  	
						
	(x)	  	Local Movie Listings.	  	by Zip Code	  	[*]	  	Daily	  	
						
		  		  		  		  	Daily	  	
						
		  	Video trailers	  		  	[*]	  	weekly	  	
						
	(xi)	  	Financial Markets & Stock Quotes	  	Major indexes (Dow, Nas * S&P) and individual equities and Funds	  	[*]	  	20 minutes	  	
						
	(xiii)	  	Games Channel	  	Aggregation of games related content	  	[*]	  	weekly	  	
						
	(xiv)	  	Spanish content	  	News in Spanish (selectable by User)	  	[*]	  	20 minutes	  	
						
	(XV)	  	Downloadable Toolbar (branded to Embarq)	  	Toolbar which attaches to web browsers and provides quick access to search and other customizable features	  	Synacor	  	customized & changeable by User	  	
						
	(xvi)	  	Household Management	  	Account management, restricting access, spending limits & bill presentment features	  	Synacor	  	N/A	  	
						
	(xvii)	  	Quick links	  	Application which allows Users to setup links & store username & passwords for easy access	  	Synacor	  	N/A	  	

  
 27 

[*] = CERTAIN INFORMATION HAS BEEN OMITTED AND FILED SEPARATELY WITH THE COMMISSION. CONFIDENTIAL TREATMENT HAS BEEN REQUESTED WITH RESPECT TO THE
OMITTED PORTIONS. 

 CONFIDENTIAL TREATMENT REQUESTED 

 

 Exhibit 2 
 Vendors Integrated 
 The vendors listed below represents the snapshot of
the Parties content relationships. 
 This list will change as vendors are both added and deleted from time to time.

 Synacor Content Relationships 
 Family Premium Services 
 [*] 

Educational Services 

[*] 
 Movie Service

 [*] 
 Music
Services 
 [*] 
 Premium Game Services 
 [*] 

Premium Sports 

[*] 
 Utility
Services 
 [*] 

  
 28 

[*] = CERTAIN INFORMATION HAS BEEN OMITTED AND FILED SEPARATELY WITH THE COMMISSION. CONFIDENTIAL TREATMENT HAS BEEN REQUESTED WITH RESPECT TO THE
OMITTED PORTIONS. 

 CONFIDENTIAL TREATMENT REQUESTED 

 

 News/ Information 
 [*] 
 [*] Services 

[*] 
 Embarq Content
Relationships 
 [*] 

  
 29 

[*] = CERTAIN INFORMATION HAS BEEN OMITTED AND FILED SEPARATELY WITH THE COMMISSION. CONFIDENTIAL TREATMENT HAS BEEN REQUESTED WITH RESPECT TO THE
OMITTED PORTIONS. 

 CONFIDENTIAL TREATMENT REQUESTED 

 

 Exhibit 3 
 Premium Bundles 
 Premium Products: Synacor shall collaborate with Embarq to design
premium content bundles that address consumer interests and meet Embarq’s marketing and budgetary objectives. To this end, Premium Products can be marketed as a la carte consumer offerings and/or product bundles can be configured and
selectively embedded in various DSL tiered offerings to enhance their perceived value and consumer appeal. 
  

	 	a.	Premium Bundles. The following Premium Bundles are examples of the products available to Embarq for distribution to Users. Synacor will work with Embarq,
prior the Commercial Launch and throughout the Term of this Agreement, to design Premium Content Bundles that meet Embarq business objectives: 

  

	 	(i)	Family Bundle. The Family Bundle shall include all of the following: 

 

	 	•	 	 Encyclopedia Britannica—Unlimited access to the updated 32-volume Encyclopedia Britannica, plus: Britannica’s
Student & Concise encyclopedias, thousands of exclusive video and audio clips 

  

	 	•	 	 Shockwave Gameblast—100 popular premium online and downloadable games 

 

	 	•	 	 American Greetings—Print and Send Greeting cards and access to member’s only online greeting cards

  

	 	•	 	 Clever Island—Focuses on the educational skills that are most important to a child’s development, including language, numbers,
spatial reasoning, logic, and critical thinking. Activities are designed by leading experts in education and child development to be engaging, powerful, and fun 

 

	 	•	 	 Fox Sports—Video clips and highlights from all the professional leagues, NASCAR and college athletics as well as the “Best Damn
Sports Show Period.” 

  

	 	•	 	 Weather.com—Local, regional and national video weather reports and special feature categories. (Subject to approval by Weather.com.)

  

	 	•	 	 Major League Baseball—Access to GameDay Audio (listen to every game played that day), Condensed Video Games, Post Game Highlights,
MLB Custom Cuts and MLB Radio. 

 Cost to Embarq per DSL Subscriber: [*]

  

	 	(ii)	Educations Bundle The Education Bundle shall include the following: 

 

	 	•	 	 Encyclopedia Britannica—Unlimited access to the updated 32-volume Encyclopedia Britannica, plus: Britannica’s
Student & Concise encyclopedias, thousands of exclusive video and audio clips 

  
 30 

[*] = CERTAIN INFORMATION HAS BEEN OMITTED AND FILED SEPARATELY WITH THE COMMISSION. CONFIDENTIAL TREATMENT HAS BEEN REQUESTED WITH RESPECT TO THE
OMITTED PORTIONS. 

 CONFIDENTIAL TREATMENT REQUESTED 

 

	 	•	 	 Clever Island—Focuses on the educations skills that are most important to a child’s development, including language, numbers,
spatial reasoning, logic and critical thinking. Activities are designed by leading experts in education and child development to be engaging, powerful and fun 

 

	 	•	 	 I Know That—allows children from ages 2 to 12 to discover the magic and power of lifelong learning skills. All activities are highly
interactive, and use state of the art web multimedia including heavy animation, sound, and digitized children’s voices. 

  

	 	•	 	 Nutshell Math Essential - 

  

	 	•	 	 Hundreds of math topics explained in Multimedia Listen & ViewTM format. 

 

	 	•	 	 Hear the teacher’s voice. See the teacher’s handwriting. 

 

	 	•	 	 Quizzes with detailed answers to help students prepare for tests and track their improvements. 

 

	 	•	 	 Available for Middle School Math / Pre-Algebra, Algebra 1, Algebra 2, and Geometry 

 

	 	•	 	 Boston Test prep -online SAT prep Course makes the preparation process easy and quick. 

 

	 	•	 	 Practice with over 2500 SAT style questions 

  

	 	•	 	 Evaluate strengths and weakness immediately 

  

	 	•	 	 Study with more than 30 audio/video lessons 

 Cost to Embarq per DSL Subscriber: [*] 
  

	 	(iii)	Games Bundle The Games Bundle shall include the following: 

 

	 	•	 	 IGN Insider 

  

	 	•	 	 Lego PC Games 

  

	 	•	 	 Atari Classics Games 

  

	 	•	 	 Sega Classic Games 

  

	 	•	 	 Yummy Games—popular parlor games, PC Games and on-line games. 

 

	 	•	 	 Portable Gaming Magazine (Empyrean) 

   Cost to Embarq per DSL Subscriber: [*] 
  

	 	(iv)	Subscription Music Services: 

  

	 	i.	Embarq Music2Go 

  

	 	•	 	 MusicNet—Unlimited song download service which includes unlimited song downloads to WMP 10 supported portable devices and personal
computers from over 2,000,000 tracks; as well as commercial free radio and video. Subscribers can also purchase tracks. 

 Cost to Embarq: [*] 

  
 31 

[*] = CERTAIN INFORMATION HAS BEEN OMITTED AND FILED SEPARATELY WITH THE COMMISSION. CONFIDENTIAL TREATMENT HAS BEEN REQUESTED WITH RESPECT TO THE
OMITTED PORTIONS. 

 CONFIDENTIAL TREATMENT REQUESTED 

 

	 	ii.	Embarq Music (non portable): 

  

	 	•	 	 MusicNet—Unlimited song download service which includes unlimited song downloads to WMP 10 supported personal computers from over
2,000,000 tracks; as well as commercial free radio and video. Subscribers can also purchase tracks 

  

	 	•	 	 Sync Magazine — From Zinio (Synacor may include additional Magazines) 

 

	 	    	Cost to Embarq: [*] 

  
 32 

[*] = CERTAIN INFORMATION HAS BEEN OMITTED AND FILED SEPARATELY WITH THE COMMISSION. CONFIDENTIAL TREATMENT HAS BEEN REQUESTED WITH RESPECT TO THE
OMITTED PORTIONS. 

 CONFIDENTIAL TREATMENT REQUESTED 

 

 Exhibit 4 
 PREMIUM SERVICES & CONTENT DISTRIBUTION ADDENDUM 
 TO

 SYNACOR MASTER SERVICE AGREEMENT AND CONTRACT ORDER 

If any provision of this Addendum conflicts with a provision of the Master Services Agreement or the Contract Order, the provision of the
Master Services Agreement or Contract Order, as applicable, shall control. Capitalized terms used but not defined in this Addendum shall have the meanings ascribed to them in the Master Services Agreement or the Contract Order. 

1. Premium Content. The content to be distributed hereunder may be obtained by Synacor (the “Synacor Content”) and/or by Embarq (the
“Embarq Content”). The Synacor Content and the Embarq Content are hereinafter referred to collectively as the “Content”. Distribution rights to the Synacor Content will be obtained by Synacor from third party content providers
(each individually a “Synacor Provider” and collectively, the “Synacor Providers”) for the non-exclusive distribution by third parties including, but not limited to, Embarq. The Embarq Content will be owned by Embarq or licensed
by Embarq from third party Content providers (each individually an “Embarq Provider” and collectively, the “Embarq Providers”). The Embarq Providers and the Synacor Providers are hereinafter referred to collectively as the
“Providers”. 
 2. Users, Registration Pages. It is intended that the Content will be accessed by Users through the System described
in Section 3 below. Synacor may require the use of user interfaces or other identification verification methods in order for the Users to access the Content. As may be determined by the parties and subject to revision during the Term as the
parties may determine, System web pages and/or Content will be hosted and served by Synacor or Embarq, subject to the approval of Synacor. 
 3.
Content Hosting and Delivery System. Synacor will maintain a User registration and login system that is integrated with its content provisioning solution (the “System”) which will be used to control User access to the Content and to manage
the updating and delivery of the Content to the User. Depending upon the System implementation for Embarq, as such may be revised during the Term by consent of the parties, hosting and serving of Content may be provided by Embarq, Embarq Providers,
Synacor and/or by Synacor Providers. To the extent that Synacor Provider’s or Embarq Provider’s systems are used to host or serve Content, the service levels and availability of such systems for Users will be no lower than the service
levels and the availability of such systems to other content distributors or consumers. With Embarq’s prior written consent, Synacor can: (i) offer new Content which it has obtained for distribution; (ii) create and modify bundles of
Content to be made available to Users; (iii) edit or modify the editorial content and design of the web pages with which the consumer interacts in order to access the Content; and (iv) remove any or all of the Content from availability to
Embarq’s Users. Synacor shall take all commercially reasonable steps necessary to implement any such Embarq decisions as soon as is reasonably practicable; provided, however, that where Embarq requests that any specified piece of Content be
removed from the System, Synacor shall remove such title or titles from the System as expeditiously as possible, and in all events within seventy-two (72) hours after receipt of notice from Embarq. 

4. Subscriber Billing. User billing will be the sole responsibility of Embarq, except any transactions that Embarq directs Synacor to offer via credit
card billing. 
 5. Terms of Use. In order to complete his or her registration as a subscriber, each User will be required to electronically
accept the Terms of Use (“TOU”) as mutually agreed by Synacor and Embarq.. Prior to acceptance of the TOU, Synacor shall present each User with the opportunity to review and agree to the TOU. Synacor shall not amend, modify or otherwise
change the TOU without the consent of Embarq, which will not be unreasonably withheld or delayed, provided, however, that the terms of the TOU may be amended, modified or otherwise changed by Synacor as necessary to comply with the requirements of
any Synacor Provider or applicable law. 
 6. Licenses. 

  
 33 

 CONFIDENTIAL TREATMENT REQUESTED 

 

 (a) Subject to the provisions of the Master Services Agreement, the Contract Order, this Addendum and
all other amendments, addendums, schedules and/or exhibits to the Master Services Agreement (hereinafter referred to collectively as the “Agreement”), Synacor grants to Embarq during the Term, a limited, non-exclusive, non-transferable,
right and license to: (i) transmit and distribute individual copies of the Synacor Content, solely for purposes of distributing the Synacor Content to Users located in the United States who are subscribers to Embarq’s internet services;
and (ii) use and utilize such Synacor and Synacor Provider trademarks, logos and other works which are protected by intellectual property rights laws (the “Synacor Properties”) in connection with the distribution of Content to Users
pursuant to this Agreement. Embarq expressly agrees that it shall not, and shall not permit any third party to, duplicate, copy, modify, amend, add to, delete from or otherwise make any change whatsoever in the Synacor Content or otherwise violate
any intellectual property rights in the Synacor Content including but not limited to copyrights of third parties therein. 
 (b) Subject to the
provisions of the Agreement, Embarq grants to Synacor during the Term, a limited, non-exclusive, non-transferable, royalty-free right and license to: (i) transmit and distribute individual copies of the Embarq Content, solely for purposes of
distributing the Embarq Content to Users located in the United States who are subscribers to Embarq’s internet services; and (ii) use and utilize such Embarq and Embarq Provider trademarks, logos and other works which are protected by
intellectual property rights laws (the “Embarq Properties”) in connection with the distribution of Content to Users pursuant to this Agreement. Synacor expressly agrees that it shall not, and shall not permit any third party to, duplicate,
copy, modify, amend, add to, delete from or otherwise make any change whatsoever in the Embarq Content or otherwise violate any intellectual property rights in the Embarq Content including but not limited to copyrights of third parties therein.

 (c) As to individual pieces of Content, the rights and licenses to use such Content as granted herein shall expire upon the expiration or
earlier termination of the agreement pursuant to which distribution rights and license to such Content were obtained. Either party (the “Terminating Party”) shall have the right to terminate this Agreement immediately as to any particular
Content upon notice to the other party: (i) if the Terminating Party reasonably believes the distribution of such Content exposes it to potential legal liability; or (ii) in the event a Synacor Provider or Embarq Provider ceases to operate
a site, produce or distribute such Content. 
 7. Proprietary Rights. 
 (a) Subject to the rights and licenses granted in the Agreement, Synacor (and its licensors including but not limited to the Synacor Providers) retains all rights, title and interest in and to all
copyrights, trademarks, trade names, logos, patents and other intellectual and proprietary rights in and to the Synacor Content. No title to or ownership of any Synacor Content and/or any part thereof is hereby transferred to Embarq or any third
party. As between Embarq and Synacor, Embarq agrees that Synacor is the sole owner of the System and all technology, software and other intellectual property used by Synacor in connection with the performance of this Agreement and that Embarq shall
make no claims thereto. Embarq shall comply with all reasonable requests of Synacor to protect the proprietary rights of Synacor and its licensors. 
 (b) Subject to the rights and licenses granted in the Agreement, Embarq (and its licensors including but not limited to the Embarq Providers) retains all rights, title and interest in and to all
copyrights, trademarks, trade names, logos, patents and other intellectual and proprietary rights in and to the Embarq Content. No title to or ownership of any Embarq Content and/or any part thereof is hereby transferred to Synacor or any third
party. Synacor shall comply with all reasonable requests of Embarq to protect the proprietary rights of Embarq and its licensors. 
 (c) All
licenses, rights, title, interest and intellectual property rights of any kind in and to the Content are entirely owned by and reserved to the applicable Provider and may be used by the Provider in such manner as the Provider may choose. Without
limiting the foregoing, each party hereby assigns to the applicable Provider all right, title and interest in the Content provided by the Provider, together with the goodwill attaching thereto, that may inure to such party in connection with this
Agreement or from such party’s use of the Content hereunder. Each party agrees to execute and deliver to the other party, as requested, any documents required to register it as a registered user of any Content provided by the other Party and to
follow any instructions of the other party providing the Content as to the use of any Content. Each party agrees that it will not and will not assist any third party to register or attempt to register any trademark, trade name or other intellectual
property right related to any Content or any derivation or adaptation thereof or any work, symbol, design or mark which is so similar thereto as to suggest a relationship with any Provider or affiliate of a Provider. Each party agrees that it will
not, nor will it assist any third party to, challenge the validity or ownership of any patent, copyright, trademark, or other 

  
 34 

 CONFIDENTIAL TREATMENT REQUESTED 

 

 
intellectual property registration of any Content. If a party breaches any provision of this section, such party agrees that it will, at its expense, immediately terminate the unauthorized
activity and promptly execute and deliver to the party that provided the Content, as requested, such assignments and other documents as required to transfer to the Provider all rights to the registrations, patents or applications involved.

  

	8.	Content Provider Requirements. 

 (a) Embarq
agrees to utilize the User interfaces or other identification verification methods of the System, as described in Section 3 of this Addendum, without modification, including but not limited to framing or co-branding, unless Embarq has obtained
the prior written consent of Synacor to do otherwise. 
 (b) Embarq acknowledges and agrees that the look, feel, size and placement of any
Synacor Content on the User access web pages (and any change or modification thereof), as described in Section 2 of this Addendum, is subject to Synacor’s approval, which may include terms, conditions and restrictions on the use of such
Synacor Content or which may be withdrawn at any time. 
 (c) Consumer access to the Content will be included as part of a premium Embarq
Internet service package which may be offered as part of a premium tier of Internet service or at an additional charge payable by the User. Embarq will not, at any time, permit access to the Synacor Content by any person via the general Internet or
other access method other than through Synacor’s System. 
 (d) Neither Synacor nor a Synacor Provider shall have any liability in the event
a Synacor Provider exercises its rights to terminate the rights and licenses to use Synacor Content as provided in Section 6(c) of this Addendum. 
 (e) Embarq agrees that Synacor has the right to withdraw all Content upon termination of the Agreement without liability after any applicable Transition Period and, after such Transition Period, to
provide for the seamless migration of any Users or subscribers to Synacor Content to the Synacor Provider. 
 (f) Without the consent of the
other Party, neither Party will: (i) send any interstitials, pop-up windows, or other messages or files to the User during the time in which any the other Party’s Content is displayed, or (ii) sell any advertising in, on, or related
to the other Party’s Content, including but not limited to banners, buttons, links, streaming audio or streaming video advertisements. Neither Party may use the name, logo or any of the proprietary marks of the other Party’s content
Providers in any sales, advertising or marketing materials without the written consent of the Party providing the content. 
 (g) To the extent a
Provider has been given third party beneficiary rights in an Agreement with Synacor, such Provider is deemed a third party beneficiary to the Agreement solely for purposes of enforcement of the provisions of this Agreement relating to such
Provider’s Content and that any such Provider may, in its sole discretion, take any and all action, including but not limited to commencing any legal action, to enforce its rights pursuant to this Agreement. Each such Provider may audit the
books and records of the parties solely relating to such Provider’s Content, upon reasonable notice and at such Provider’s expense, not more frequently than quarterly during the term of the Agreement and for a period of two years
thereafter and to take extracts from and/or make copies of such records. 
 9. Synacor Fees. The fees payable by Embarq to Synacor in connection
with the provisions of this Addendum are set forth in Exhibit 5 to the Contract Order. 

  
 35 

 CONFIDENTIAL TREATMENT REQUESTED 

 

 Exhibit 5 
 Service Level Definition (SLD) 
 TABLE OF CONTENTS 

 

					
		
	 1. Purpose
	  	 	38	  
		
	 2. Scope of the Services
	  	 	38	  
		
	 2.1 End User Software Maintenance
	  	 	38	  
		
	 2.2 Service Hosting Maintenance
	  	 	38	  
		
	 2.3 Service Monitoring
	  	 	38	  
		
	 2.4 Guaranteed Service Availability
	  	 	38	  
		
	 2.5 Service Support
	  	 	38	  
		
	 2.6 Service After Hours Support
	  	 	39	  
		
	 2.7 Service Training
	  	 	39	  
		
	 2.8 Service Documentation
	  	 	39	  
		
	 2.9 Service Change Management Reporting
	  	 	39	  
		
	 2.10 Optional Services
	  	 	39	  
		
	 3. Changes to SLD
	  	 	39	  
		
	 4. Processes and Procedures Related to This SLD
	  	 	40	  
		
	 Call Management Process
	  	 	40	  
		
	 5. Metrics
	  	 	40	  
		
	 Metrics Reporting
	  	 	40	  
		
	 6. Support and Service Availability
	  	 	40	  
		
	 6.1 Service Request
	  	 	40	  
		
	 6.2 Problem Escalation
	  	 	40	  
		
	 6.3 First Level Support
	  	 	40	  
		
	 6.4 Levels of Support
	  	 	41	  
		
	 6.5 Support Responsibilities
	  	 	41	  

  
 36 

 CONFIDENTIAL TREATMENT REQUESTED 

 

					
		
	 6.6 Support Availability
	  	 	41	  
		
	 6.7 Support Response Time
	  	 	41	  
		
	 6.8 Support Request Severity Definitions
	  	 	43	  
		
	 6.9 Service Availability
	  	 	44	  
		
	 6.10 Service Unavailability
	  	 	45	  
		
	 6.11 Service Unavailability compensation
	  	 	45	  

  
 37 

 CONFIDENTIAL TREATMENT REQUESTED 

 

 1. Purpose 
 The purpose of this Service Level Definition (SLD) is to describe an arrangement between the Company and F-Secure on delivering technical services, at specific levels of support at an agreed-upon cost.

 2. Scope of the Services 

The following services are provided by F-Secure to the Company in accordance with Security as a ServiceTM delivery. All services and related material
are provided in English language unless specifically otherwise stated or agreed. 
 2.1 End User Software Maintenance 

Maintenance of End User Software of the Service consists of generic and necessary maintenance minor Upgrades, Updates, troubleshooting,
research, development and expenses related to the process. Company is at all times entitled to request that the most updated End User Software is made available to End User. 
 2.2 Service Hosting Maintenance 
 Maintenance of the Service hosting
environment: This consists of infrastructure establishment, administration, system upgrades, updates, configuration and hosting of services. Preventative maintenance shall be performed as necessary within the limits of Service Availability
definitions, described in Section 6.9 of this SLD. 
 2.3 Service Monitoring 

This consists of monitoring the Service according to the rules defined in this SLD document. F-Secure will inform the Company on all
unexpected changes to service levels. In case F-Secure notices anything critical, it will inform the Company about possible effects to the Service. F-Secure reports on all other recognized issues through regular reporting. 

2.4 Guaranteed Service Availability 
 This consists of providing the availability of the Service according to the rules defined in this SLD document. If F-Secure is unable to maintain the Service Availability at guaranteed level, F-Secure
shall compensate the Service Unavailability to the Company according to the Service Unavailability Compensation table in Section 6.11. 

2.5 Service Support 
 Service support for the Company with target response times, following any support request submitted via F-Secure approved official communication channel, is handled within the limits of

  
 38 

 CONFIDENTIAL TREATMENT REQUESTED 

 

 
Support Availability and Support Response Time definitions defined in Sections 6.6—6.8 of this SLD document. 
 2.6 Service After Hours Support 
 All requests for support for
non-business hours shall be deemed to be After-Hours Support. F-Secure will provide After-Hours Support included in the Service to the Company, for the severity A- and B- Level incidents as defined in Sections 6.6—6.8 of this SLD document.

 2.7 Service Training 
 Training shall be provided in connection of each change of prime Service version number. Training will be conducted in a maximum of two (2) training sessions / Service prime version number. Key
operators and selected personnel shall be trained. Retraining (classified as additional training) shall be provided as needed. Training shall include End User Software functionality and usage, special features, and support request generation.
F-Secure training department requires a minimum of 3 weeks notice from the Company prior to any training dates. All reasonable requests for training will be provided at no additional cost to Embarq. 

2.8 Service Documentation 
 Generic documentation of the Service will be provided for the Company. This Documentation includes Frequently Asked Questions (FAQ), user instructions, customer service guide and other instructions
related to End User Software. 
 2.9 Service Change Management Reporting 

New or changed processes, practices, or policies that affect the Company and that have an impact on the Service shall be presented to the
Company to understand, learn, and follow. 
 2.10 Optional Services 

Except as otherwise provide in this Contract Order, additional services not set out herein shall be subject to a separate fee and
Parties’ separate mutual agreement. 
 3. Changes to SLD 
 This SLD will evolve over time, with additional knowledge of the Service requirements, as well as the introduction of new services into the support portfolio provided by F-Secure Corporation. 

At Company’s option there will be an opportunity on a quarterly Quality Meeting basis to review and suggest changes to this SLD subject to mutual
agreement and understanding. 
 In the event F-Secure Corporation changes the SLD, F-Secure Corporation will notify Embarq sixty days prior to
implementation of such changes. 

  
 39 

 CONFIDENTIAL TREATMENT REQUESTED 

 

 4. Processes and Procedures Related to This SLD 

Call Management Process 

F-Secure’s problem-ticket system will be used by all support team levels (where approval and technical access has been granted and is available) to
record and track all problem reports, inquiries, or other types of requests received by support. This provides F-Secure with the ability to provide metrics with regard to this SLD. 
 5. Metrics 
 Metrics Reporting 

Regular reporting will be provided by F-Secure to the Company on available metrics as related to Service performance. These reports are produced by
F-Secure’s Service monitoring and problem-ticket systems on Service Availability and Service Support Response times, which will in detail measure F-Secure’s management performance against SLD targets and Service management process.

 F-Secure shall present reporting monthly on standard Quality Meetings between F-Secure and the Company, unless otherwise mutually agreed.
Tools for monitoring the status of the Service and viewing the reports are made available to the Company via F-Secure Service Provider PartnerWEB. 
 F-Secure/Synacor will also provide monthly reporting on application downloads, activations and utilization. 
 6. Support and Service Availability 
 6.1 Service Request 

For the purposes of this SLD, a Service Request is defined as a request for support to existing End User Software or a request for support that
involves information of the Service. 
 6.2 Problem Escalation 
 For the purposes of this SLD, a Problem Escalation is defined as a request to fix a problem in existing End User Software or report a problem in the functionality of the Service. 

6.3 First Level Support 
 The
Company shall be responsible for providing Level-1 support for the Service to End Users. This consists of i) handling and responding to questions regarding technical support, ii) order processing, iii) use of the End User Software and iv) accepting
and responding to problem calls from End Users relating to the Service. 
 End Users are not allowed to contact F-Secure’s support resources
directly to report a problem. 

  
 40 

 CONFIDENTIAL TREATMENT REQUESTED 

 

 6.4 Levels of Support 
 F-Secure will provide Level-2 and Level-3 support for the Service to the Company: This consists of accepting and responding to Service Requests and Problem Escalations from authorized representatives of
the Company with regard to problems reported by End Users or Company personnel that cannot be resolved by the Company and resolving reported problems as set forth in this SLD. All problem escalation and requests must be logged through the designated
F-Secure help desks and in accordance to mutually agreed processes. 
 This is support provided by the appropriate F-Secure help desk Level-2
support when it receives the request from the Company. This represents generalist professional support. If this level of support cannot resolve the request, it is passed to F-Secure’s Level-3 support, which represents advanced support
specialists. 
 6.5 Support Responsibilities 
 F-Secure will provide the necessary and mutually agreed requested documentation, information, and knowledge capital to the Company prior to the start of support of End User Software. 

F-Secure will use its own appropriate help desk to provide Level-2 support, including creating problem tickets and work orders and assigning
responsibility to the appropriate Level-3 F-Secure resources. 
 F-Secure will use its own appropriate internal group to provide Level-3 server,
network, and infrastructure support services. 
 Once a support request has been submitted, F-Secure will make itself available to work with the
Company support resource assigned to the support request and will attempt to resolve the problem on first instance of the support request. 

The Company will log all information from F-Secure required to establish contact, document the nature of the problem and provide all information required
to open a support request, including End User Software diagnostics. 
 6.6 Support Availability 

F-Secure will receive and process support requests submitted via separately designated official communication channels on the time zone of F-Secure’s
office (as set out on Section 1 of F-Secure’s Delivery Agreement with Synacor) as set forth in the table below: 
  

			
	 Help Desks
	  	 Hours

	 Standard Coverage
	  	8:00 a.m. to 6:00 p.m. PT during normal business days
	 After-Hours Coverage
	  	All other times

 6.7 Support Response Time 
 The calculation of response time begins when the support request is logged in F-Secure problem-ticketing system and ends when the technical support personnel submit the first human response to the
Company. 
 F-Secure will respond to submitted support requests as set forth in the table below: 

  
 41 

 CONFIDENTIAL TREATMENT REQUESTED 

 

					
	Severity	  	Target Response Time	  	 Roles and Responsibilities

	A- Level	  	Target time for the first
response is within one (1)
hour	  	 •      Incident must be reported via telephone by the
Company representative who is authorized to make Problem Escalations
  
 •      F-Secure is working on the incident full time 24h/7d
  

•      The Company’s required personnel is present and reachable
24h/7d
  

•      In the first response the reporting intervals of problem solving, with
the schedules for incident handling, will be agreed upon together with the Company.

			
	B- Level	  	Target time for the first
response is within twelve
(12) hours	  	 •      Incident must be reported via telephone by the
Company representative who is authorized to make Problem Escalations
  
 •      F-Secure is working fulltime on the incident during local business hours
  

•      The Company’s required personnel is reachable during local
business hours (8:00 a.m.-6:00 p.m.)
  
 •      In the first response the reporting intervals of problem solving, with the schedules for incident handling, will be agreed upon together with the
Company.

			
	M- Level	  	Target time for the first
response is within two (2) consecutive business days	  	 •      Incident must be reported using F-Secure approved official communication channel as
agreed with the Company.

  
 42 

 CONFIDENTIAL TREATMENT REQUESTED 

 

 6.8 Support Request Severity Definitions 

F-Secure and the Company can jointly use their reasonable discretion to classify together a reported problem into a different severity category during or
after Service Request or Problem Escalation, if needed. 
 A- Level: 
 Critical problem of immediate urgency that has direct and significant impact on minimum of [*] of the Company’s End Users using the Service. 

 

	 	•	 	 Event that significantly disrupts or threatens to disrupt the Service. 

 

	 	•	 	 Event that significantly affects the availability of the Service. 

 

	 	•	 	 Consistent or repeating degradation of performance that impairs the Service. 

 

	 	•	 	 No workaround or resolution for the problem is available at the time. 

 B-Level: 
 Urgent problem that has an impact on several of the Company’s End Users
using the Service. 
  

	 	•	 	 Event that disables certain functions of the Service. 

 

	 	•	 	 Event that affects significant amount of End Users using the Service. 

 

	 	•	 	 No workaround or resolution for the problem is available at the time. 

 Monitor- Level (M- Level): 
 General problems that are incidents or events and do not
have a significant impact on the Service or End Users using the Service. 
  

	 	•	 	 End User Software or Service malfunction or error occurring on End User environment. 

 

	 	•	 	 Enhancement request for End User Software or Service. 

 

	 	•	 	 Requests for general information of the Service. 

  
 43 

[*] = CERTAIN INFORMATION HAS BEEN OMITTED AND FILED SEPARATELY WITH THE COMMISSION. CONFIDENTIAL TREATMENT HAS BEEN REQUESTED WITH RESPECT TO THE
OMITTED PORTIONS. 

 CONFIDENTIAL TREATMENT REQUESTED 

 

 6.9 Service Availability 
 F-Secure guaranteed availability of the Service hosting environment is [*] in one (1) Service Period as determined by the following formula: 

Uptime = (Total Time1 -Down Time2)/Total Time x 100% 
  

	 	•	 	 The Service Period is one (1) calendar month. 

  

	 	•	 	 Total Time is the total count of the minutes of the Service Period. 

 

	 	•	 	 Down Time is the total count of minutes of the period when the Service is unavailable. 

 

	 	•	 	 Following Service break events are not to be calculated as Down Time or Service Unavailability: Standard Service Window used or partly used, Inevitable
Service Breaks, everyday scheduled system backups, maintenance breaks that are shorter than 5 minutes and occur maximum seven (7) times per week, breaks that are due to problems in the Internet and/or breaks due to force majeure events, cf.
annex 6 Clause 20. 

  

	 	•	 	 Standard Service Window is the first Tuesday of the month starting from 23.00 and ending 06.00 (CET +1). Standard Service Windows are used only when
necessary and on each service window End Users are not necessarily affected nor full time period of the service window used. F-Secure will inform the Company five (5) business days before in F-Secure Service Provider PartnerWEB about the
Standard Service Window. 

  

	 	•	 	 Occasionally F-Secure has to perform service breaks in other than Standard Service Window periods. This is required to rectify a fault or deploy
critical patches from 3rd party hardware or software
manufacturers in order to maintain current service levels of the Service. These breaks are called as Inevitable Service Breaks and they can also occur outside Standard Service Windows and last all together maximum of two (2) hours during the
Service Period. 

  

	1 	 Total Time = Available total time in minutes. Service period of the total elapsed time, within a full calendar month, consisting of 24 hours per
day, 60 minutes per hour. 

  

	2 	 Down Time = Down time in minutes. Down Time shall commence upon the Service unavailability automatically detected by F-Secure Service monitoring
systems or by a Problem Escalation of the Company to F-Secure’s support of a fault condition which prevents full or partly utilization of the Service and shall end when the Service is again available to the Company’s and the fault ticket
has been logged as complete and reported to the Company by the servicing technician. 

  
 44 

[*] = CERTAIN INFORMATION HAS BEEN OMITTED AND FILED SEPARATELY WITH THE COMMISSION. CONFIDENTIAL TREATMENT HAS BEEN REQUESTED WITH RESPECT TO THE
OMITTED PORTIONS. 

 CONFIDENTIAL TREATMENT REQUESTED 

 

 6.10 Service Unavailability 
 If the Availability of the Service does not meet the targets set in this SLD during the Service Period, F-Secure will compensate the unavailability to the Company, in form of a rebate on the monthly
Service price in the following periodical Service invoice as set below: 
  

	 	•	 	 The measurement period for the compensation is one (1) calendar month. Measurements apply from the first full month following the implementation date.

  

	 	•	 	 Service compensation requests must be issued as Service quality reclamation notice in writing within two (2) months following the affected
measurement period. 

  

	 	•	 	 F-Secure measurements, tests, logs and reports shall be the basis for calculating the actual Service availability as further defined in this SLD.
Company shall however have the right to make its own measurements of the Service availability. The test arrangements will be gone through in standard Quality Meetings, if necessary. If any differences are found, a workgroup will be set up and the
reasons for the differences will be verified. 

  

	 	•	 	 If the Company requests additional tests, and the tests show that the Service availability meets the targets, F-Secure has the right to charge the
costs of the tests from the Company. 

  

	 	•	 	 F-Secure will not give any guarantees concerning the availability of the Service for the End User due to the uncertainties of the intermediate network
and/or the nonconformities of the End User environment. 

  

	 	•	 	 F-Secure will not compensate any Service degradation if it has not been able to meet the targets set on this SLD due to activities of the Company or
not being directly responsible of the degradation. 

 6.11 Service Unavailability compensation 

The following compensations are used in case of the Unavailability of the Service hosting environment or part of the Service: 

[*] 

  
 45 

[*] = CERTAIN INFORMATION HAS BEEN OMITTED AND FILED SEPARATELY WITH THE COMMISSION. CONFIDENTIAL TREATMENT HAS BEEN REQUESTED WITH RESPECT TO THE
OMITTED PORTIONS. 

 CONFIDENTIAL TREATMENT REQUESTED 

 

 Exhibit 6 
 Annex to F-Secure Service Delivery Agreement; Special Terms for F-Secure Online Scanner. 
  

	 	1.	PARTIES AND EFFECTIVE DATE 

  

	 	  	This annex of the Agreement constitutes a valid part of the Agreement between the Parties specified in the first page of the Delivery Agreement. The terms and
conditions set out herein shall apply only to the product application designated in section 2 hereunder. 

  

	 	2.	OBJECT OF THE ANNEX 

  

	 	  	The following product application shall be the object of this annex (hereinafter referred as “Tool”) 

 

	 	•	 	 F-Secure Online Scanner 

  

	 	3.	GRANT OF RIGHTS 

  

	 	  	Subject to the terms of the Agreement and this annex, F-Secure hereby grants to the Company under all applicable intellectual property rights a non-exclusive,
non-transferable, time-limited, royalty-free license to Tool to; 

  

	 	i)	customize/modify the Tool strictly in accordance with, and only to the extent set out in, official ‘F-Secure Online Scanner Customization Guide’ provided to
the Company 

  

	 	ii)	copy and make available the Tool to end users via Internet (either from Company’s server or via web link from F-Secure server), and 

 

	 	iii)	grant sublicenses to end users in its own name and account. Any use of the Tool by an end user shall be made subject to prior acceptance of the manufacturer’s end
user license terms embedded to the Tool. 

  

	 	  	F-Secure reserves all rights not expressly granted to the Company or the end user of the Tool. 

 

	 	4.	LIMITATION OF LICENSE 

  

	 	  	Except for separately agreed CD-Rom distribution, if any, the Tool may only be made accessible to end user via such functionality in Company Internet page and Company
shall not deliver the Tool code in a form directly accessible to end users. Company is allowed to use the Tool only for promotional and marketing purposes and is specifically forbidden to do the following (and as further defined in F-Secure Online
Scanner Customization Guide): 

  

	 	•	 	 offer the Tool as an additional or billable service, 

  

	 	•	 	 require registration of an end user prior to use of Tool, 

 

	 	•	 	 bundle Tool with other software or services, 

  

	 	•	 	 not to distribute the installation package of Tool. 

  

	 	5.	SUPPORT AND MAINTENANCE 

  

	 	  	Company shall be responsible for providing end user support to end users using the Tool and obtaining necessary skills and resources thereto (‘first level
support’). F-Secure shall provide second level support to the Company according to its general practices similar to then current “F-Secure Standard Support” in relation to any technical problems relating to the Tool. F-Secure may, but
is under no obligation to, update, correct defects and/or further develop the Tool according to its sole discretion. F-Secure shall make available to the Company any Updates and Upgrades to the Tool. 

 

	 	6.	DISCLAIMER OF WARRANTY 

  
 46 

 CONFIDENTIAL TREATMENT REQUESTED 

 

	 	  	In addition to the terms disclaiming warranty, set out in set out in F-Secure Security As A Service general terms, section 14; F-Secure does not warrant that the
Tool or any portion thereof is error-free. The Tool is not designed to offer continuous protection. This disclaimer of warranty constitutes an essential part of the license granted hereunder. 

 

	 	7.	TERMINATION 

  

	 	  	This annex is co-terminus with the Agreement. In addition to the termination provisions of the Agreement, either Party may elect to terminate this annex upon thirty
(30) days written notice to the other Party. Upon termination of this annex, any license granted in accordance to this annex shall immediately terminate and the Company agrees to destroy all copies of the Tool and cease using any off the rights
granted to it under this annex. 

  

	 	8.	LIMITATION OF LIABILITY 

  

	 	  	In addition to the terms on liability set out in set out in F-Secure Security As A Service general terms, section 15; under no circumstances and under no legal
theory, contract, or otherwise, shall F-Secure or its supplier or resellers be liable to the Company or any other person for any direct, indirect, special, incidental, or consequential damages of any character including, without limitation, damages
for loss of goodwill, work stoppage, computer failure or malfunction, or any and all other commercial damages or losses even if F-Secure and/or its suppliers have been informed of the possibility of such damages, or for any claim by any other party.

  

	 	9.	OTHER TERMS 

  

	 	  	Except to the extend otherwise stipulated in this annex, the terms and conditions set out under clauses 1, 4-7, 9, 12.1, 14-25 set out in F-Secure Security As A
Service general terms annexed to the Agreement also govern this annex and license granted herein as if ‘the references to Service’/’End User Software’ would pertain to ‘Tool’, as applicable. Terms or clauses of the
Agreement other than the above do not pertain to this annex. 

  

	  	 F-Secure Security as a Service Delivery Agreement 05/2005 © F-Secure 2005 

  
 47 

 CONFIDENTIAL TREATMENT REQUESTED 

 

 Exhibit 7 
 F-SECURE® LICENSE TERMS 

IMPORTANT — BEFORE INSTALLING OR USING THE SOFTWARE, CAREFULLY READ THE FOLLOWING LEGAL TERMS (“TERMS”) FOR THE LICENSE OF F-SECURE
SOFTWARE. BY SELECTING THE ACCEPTING OPTION BELOW, OR BY INSTALLING, COPYING OR USING THE ACCOMPANYING SOFTWARE YOU (EITHER AN INDIVIDUAL OR A SINGLE ENTITY) AGREE THAT YOU HAVE READ THESE TERMS, UNDERSTAND THEM AND AGREE TO BE LEGALLY BOUND BY
THEM. IF YOU DO NOT AGREE TO ALL OF THE TERMS, SELECT THE REJECTING OPTION AND DO NOT INSTALL, USE OR COPY THE SOFTWARE. 
 These Terms cover
any and all F-Secure programs licensed by you, including related documentation and any update and upgrade of the programs delivered to you under the purchased license or any related service agreement as defined in the documentation and any copy of
these items (together the “Software”). 
 COMMERCIAL LICENSE 
 Subject to the payment of the applicable license fees and subject to the following terms and conditions, you have been granted a non-exclusive, non-transferable right to use the specified Software.
F-Secure reserves any and all rights not expressly granted to you. 
 You may: 
 A) Install and use the Software only on as many units (typically handheld devices, personal computers, servers or other hardware) as stated in the F-Secure License Certificate, applicable invoice, product
packaging or agreement where these Terms have been appended. In case the Software or its services are shared through a network or the Software is used to protect traffic from viruses or other malicious code at web and e-mail servers, firewalls or
gateways, you must have a license for either scanning capacity or for the total number of users whom the Software provides services to. In such cases you may install the Software on as many units as needed. 

B) Create copies of the Software for installation and backup purposes only. 
 C) Extend the number of licenses by purchasing additional licenses. 
 You may not: 

A) Install and use the Software against these Terms, the F-Secure License Certificate or other related documentation. 

B) Distribute copies of the Software to a third party, electronically transfer the Software to a computer belonging to a third party, or permit a third
party to copy the Software. 
 C) Modify, adapt, translate, rent, lease, resell, distribute or create derivative works based upon the Software
and/or related files (including but not limited to virus definition databases, security news and descriptions) or any part thereof. 

  
 48 

 CONFIDENTIAL TREATMENT REQUESTED 

 

 D) Decompile, reverse engineer, disassemble, or otherwise reduce the Software and/or related files
(including but not limited to virus definition databases, security news and descriptions) to any human-perceivable form as the Software contains or may contain trade secrets of F-Secure. 
 E) Use the documentation for any purpose other than to support your use of the Software. Please contact F-Secure directly if you are 
 interested in any other rights to the Software other than those granted in these Terms. 
 F)
Disclose the license authorization code provided for the program installation (included but not limited to key code, subscription number and registration key) to any third party. 
 G) Use the Software or any portion thereof to implement any product or service to operate on or in connection with the Software for any other purpose than granted herein. 

H) Use the Software to publish, distribute and/or obtain software or content (i) not specifically related to F-Secure products and/or services and
(ii) not security-related (or any updates to any such software or content). 
 EVALUATION LICENSE 

An Evaluation License is applicable when you download or install an evaluation version of the Software or you are granted a time limited, non-exclusive
and non-transferable license by F-Secure or its resellers for evaluation purposes. The Software is licensed to you for the sole purpose of evaluating the Software and only for a specified evaluation period, which will begin on the date that the
Software is first downloaded by or delivered to you. After the specified time period, you must either purchase the Software license from F-Secure or its reseller, or destroy and stop using the Software. If you purchase the Software before the
expiration of the evaluation time and register the Software, you have a valid license and you do not need to destroy the Software. F-Secure shall have no obligation to provide support or maintenance services for Evaluation Licenses. For the
avoidance of doubt, the Evaluation License is also subject to restrictions set out above as items A-H. F-Secure reserves any and all rights not expressly granted to you. 
 NON-COMMERCIAL LICENSE 
 A Non-Commercial License is applicable when you download or install a free
version of a detection and/or removal tool made available to you by F-Secure or its reseller. Such Software is licensed to you only for a limited period as a non-exclusive, non-transferable license and is intended only as a supplementary tool (not
for ongoing content security purposes). F-Secure reserves the right to discontinue the ability to use this type of Software at any time and is under no obligation to provide support or maintenance services for Non-Commercial Licenses. For the
avoidance of doubt, the Non-Commercial License is also subject to restrictions set out above as items A-H. F-Secure reserves any and all rights not expressly granted to you. 
 TITLE 

  
 49 

 CONFIDENTIAL TREATMENT REQUESTED 

 

 Title, ownership rights, and intellectual property rights in the Software shall remain those of
F-Secure, and/or its suppliers. The Software is protected by copyright laws and international copyright and other intellectual property treaties. 
 LIMITED WARRANTY AND DISCLAIMERS 
 Limited Warranty on Media. F-Secure warrants the physical media
produced by F-Secure on which the Software is recorded to be free from defect in material and workmanship under normal use for 30 days from the date of delivery. F-Secure does not give any warranties on media in case the Software is delivered
bundled in a third party device. Any implied warranties on the media, including implied warranties of merchantability and fitness for a particular purpose, are limited in duration to 30 days from the date of delivery. F-Secure will, at its option,
replace the media or refund the purchase price of the media. F-Secure shall have no responsibility to replace or refund the purchase price of media, which is damaged by accident, abuse, or misapplication. 

  
 50 

 CONFIDENTIAL TREATMENT REQUESTED 

 

 Disclaimer of Warranty on Software. THE SOFTWARE IS PROVIDED “AS IS”, WITHOUT WARRANTY OF ANY
KIND. F-SECURE, ITS LICENSEES AND DISTRIBUTORS EXPRESSLY DISCLAIM ALL IMPLIED WARRANTIES, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF TITLE, NON-INFRINGEMENT, MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. 

F-Secure, its licensees and distributors do not guarantee the Software or related documentation in terms of their correctness, accuracy, reliability, or
otherwise. You assume the entire risk as to the results and performance of the Software and related documentation. 
 Complete Statement of
Warranty. The limited warranties provided in the preceding paragraphs are the only warranties of any kind that are made by F-Secure on the Software. No oral or written information or advice given by F-Secure, its dealers, distributors, agents, or
employees shall create a warranty or in any way increase the scope of the foregoing limited warranty, and you may not rely on any such information or advice. Some states do not allow the exclusion of implied warranties, so the above exclusion may
not apply to you, and you may have other rights, which may vary from state to state. 
 Limitation of Liability. IN NO EVENT SHALL F-SECURE, ITS
LICENSEES, ITS DISTRIBUTORS OR ITS SUPPLIERS BE LIABLE TO YOU FOR ANY SPECIAL, CONSEQUENTIAL, INCIDENTAL, OR INDIRECT DAMAGES, INCLUDING, BUT NOT LIMITED TO, LOSS OF REVENUE OR PROFIT, LOST OR DAMAGED DATA OR OTHER COMMERCIAL OR ECONOMIC LOSS,
ARISING OUT OF THE USE OF, OR INABILITY TO USE, THE SOFTWARE OR RELATED DOCUMENTATION, EVEN IF F-SECURE HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. Some states do not allow the limitation or exclusion of liability for incidental or
consequential damages so the above limitation or exclusion may not apply to you. F-SECURE, ITS LICENSEES, DISTRIBUTORS AND SUPPLIERS SHALL IN NO EVENT BE LIABLE FOR ANY DAMAGES ARISING FROM PERFORMANCE OR NON-PERFORMANCE OF THE SOFTWARE. OUR MAXIMUM
LIABILITY TO YOU FOR ACTUAL DAMAGES FOR ANY CAUSE WHATSOEVER SHALL IN NO EVENT EXCEED THE 
 AMOUNT PAID BY YOU FOR THE SOFTWARE. Nothing
contained in these License Terms shall prejudice the statutory rights of any party dealing as a consumer. F-Secure is acting on behalf of its employees, licensees, distributors and licensors or subsidiaries for the purpose of disclaiming, excluding,
and/or restricting obligations, warranties, and liability as provided in this clause, but in no other respects and for no other purpose. 

EXPORT RESTRICTIONS (EXCLUSIVELY FOR CRYPTOGRAPHIC SOFTWARE) 
 1. If the Software is shipped or otherwise distributed to you from the United States of America: You acknowledge that the Software and the maintenance and support services including without limitation
technical services and technical data (e.g., manuals, blueprints, plans, diagrams, models, formulae, tables, engineering designs and specifications and instructions written or recorded) and any other such technical services and

  
 51 

 CONFIDENTIAL TREATMENT REQUESTED 

 

 
technical data (“the Services”) are of U.S. origin for purposes of U.S. export control laws, regulations, administrative acts or Executive Orders, and any amendments thereof, including
without limitation the Export Administration Act of 1979, as amended (the “Act”), and the regulations promulgated thereunder (the “U.S. Export Control Laws”). You agree to comply with all applicable U.S. Export Control Laws and
any applicable international laws and regulations that apply to the Software and to the Services, including without limitation the Act as well as end-user, end-use and destination restrictions issued by the U.S. and other governments. 

2. If the Software is shipped or otherwise distributed to you from a country other than the United States of America: You agree to comply
with the local regulations regarding exporting and/or using cryptographic software. 
 In all cases, F-Secure will not be liable
for the illegal export and/or use of its cryptographic software by you. 
 U.S. GOVERNMENT RIGHTS 

If the Software is licensed for or on behalf of the United States of America, its agencies and/or instrumentalities (“U.S.
Government”) pursuant to solicitations issued on or after December 1, 1995, the Software is provided with the commercial rights and restrictions described elsewhere herein. If the Software is licensed for or on behalf of the U.S.
Government pursuant to solicitations issued prior to December 1, 1995, the Software is provided with RESTRICTED RIGHTS as provided for in FAR, 48 CFR 52.227-14 (JUNE 1987) or DFAR, 48 CFR 252.227-7013 (OCT 1988), as applicable. 

HIGH RISK ACTIVITIES 
 The Software is not fault-tolerant unless expressly stated in product documentation and is not designed, manufactured or intended for use or resale as control equipment in hazardous environments requiring
fail-safe performance, such as in the operation of nuclear facilities, aircraft navigation or communication systems, air traffic control, direct life support machines, or weapons systems, in which the failure of the Software could lead directly to
death, personal injury, or severe physical or environmental damage (“High Risk Activities”). F-Secure and its suppliers specifically disclaim any express or implied warranty of fitness for High Risk Activities. 

GRANT TO USE 

You agree and acknowledge that the Software may send information related to the use of the Software by you and the findings of such use to
F-Secure via Internet in obfuscated/encrypted form. You grant F-Secure the right to use and display statistical security information, other security related content or material in a non-personally identifiable form and license/device information
submitted by the Software, or by you through the Software, to F-Secure for customer registry, security research and solution development purposes. 
 GENERAL 

  
 52 

 CONFIDENTIAL TREATMENT REQUESTED 

 

 The license will terminate immediately without notice if you are in breach of any of its
terms and conditions. You shall not be entitled to a refund from F-Secure or any of its resellers as a result of termination. The terms and conditions concerning confidentiality and restrictions on use shall continue in force even after any
termination. 
 F-Secure may revise these Terms at any time and the revised terms shall automatically apply to the corresponding
versions of the Software distributed with the revised terms. If any part of these Terms is found void and unenforceable, it will not affect the validity of rest of the Terms, which shall remain valid and enforceable according to its terms. In case
of controversy or inconsistency between translations of these Terms to other languages, the English version issued by F-Secure shall prevail. 
 These Terms shall be governed under the Laws of Finland without regard to conflict of laws rules and principles and without regard to the United Nations Convention of Contracts for the International Sales
of Goods. The courts of Finland shall have the exclusive jurisdiction and venue to adjudicate any dispute arising out of these Terms. Notwithstanding the foregoing, in the case of purchases made within or on behalf of licensees residing within or
operating under the laws of the United States the governing law of these Terms shall be the laws of the State of California without regard to conflict of laws rules and principles and without regard to the United Nations Convention of Contracts for
the International Sales of Goods. The exclusive jurisdiction and venue to adjudicate any dispute arising out of these License Terms shall be of the federal and state courts of California. 

If you have any questions concerning these Terms, or you would like to contact F-Secure for any other reason, please write: F-Secure
Corporation, [*] 
 August 2006, F-Secure Corporation 

  
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[*] = CERTAIN INFORMATION HAS BEEN OMITTED AND FILED SEPARATELY WITH THE COMMISSION. CONFIDENTIAL TREATMENT HAS BEEN REQUESTED WITH RESPECT TO THE
OMITTED PORTIONS. 

 CONFIDENTIAL TREATMENT REQUESTED 

 

 Exhibit 8 
 SERVICE LEVEL AGREEMENT 
 I. General 

Synacor shall provide the agreed to service levels seven (7) days a week, twenty-four (24) hours a day, consisting of
monitoring, notification, repair of service outages and maintenance, as set forth in this SLA. 
 It is expected that the
evaluation of Synacor’s performance against this SLA will be evaluated on a monthly basis beginning ninety (90) days from the date of activation of this SLA. 
 This agreement excludes events resulting from failures of Content Providers’ hosting and/or delivery systems, acts of God, war, acts by civil or military authorities, energy shortages, or other
causes beyond Synacor’s control, whether or not similar to the foregoing. 
 Embarq should direct all requests for support
to Synacor’s Technical Support Group. To reach Synacor’s Technical Support by phone dial 1-866-5358286 or by e-mail at tss@synacor.com 
 II. Monitoring 
 In an effort to detect potential problems
before they impact the availability and performance of the system or services, Synacor monitors the status of the systems using both automated and manual tools employed in its 24 by 7 network operations center (NOC). [*] 

This monitoring includes but is not limited to: 
 System availability, Service availability, System load and performance, Network availability and performance, System Usage 
 III. System Availability 
 A. “System Availability”
means that the Synacor Services and any software application running on the servers that support Embarq are fully functional with [*] average uptime, as measured continuously on a calendar month basis. For these purposes, fully functional
means that the environment and links are continuously operable, available and responsive to Embarq User without delay or malfunction. System Availability excludes: (i) downtime attributable to Scheduled Maintenance (as defined herein);
(ii) the inability of Users to access Content as a result of such Users’ Internet/network connection; (iii) impediments affecting the path (route) traveled in accessing Synacor’s systems except for those facilities owned, operated or
maintained by Synacor or by a third party on behalf of Synacor; and (iv) the inability of Synacor Providers and Embarq Sourced Content Providers to update or deliver Content, provided that the inability is not due, in whole or in part, to
Synacor. 
 B. Embarq shall have the right to separately measure System Availability in order to ascertain and report System
Availability deficiencies provided that such measuring does not adversely affect System availability. In the event of discrepancies between Synacor’s testing results and those of Embarq, the Parties shall establish a workgroup of individuals
from both Parties to ascertain the source of and reason for the discrepancy, to identify the correct measurements, resolve in good faith any issues pertaining to the testing methods, and if applicable, to determine whether a remedy is due to Embarq.

 C. System Availability Credits —The System Availability credits set forth below will be applied to Embarq’s account
for each instance of Synacor’s failure to meet the required System Availability of [*] during any calendar month during the Term of this Agreement. To the extent possible, the credits will be applied during the calendar month in which
such failure occurs and shall be detailed as a separate line item on the invoice: 
  

	 	a.	 [*] 

  
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 CONFIDENTIAL TREATMENT REQUESTED 

 

	 	    	[*] 

  

	 	b.	[*] 

  

	 	c.	Chronic System Unavailability after Change in Control of Synacor: If a Change in Control of Synacor occurs as set forth in Section 6.3(b) of the Master Services
Agreement, Embarq shall receive the credits set forth in (a) above, and in addition shall have the right to terminate the Master Service Agreement upon thirty (30) days written notice to Synacor, in the event that System Availability is
out or impaired for the duration of any of the following: (i) two (2) or more separate occasions lasting eight (8) or more hours each in any rolling two (2) month period; (ii) twelve (12) hours aggregated over any
rolling thirty (30) day period; (iii) thirty-two (32) hours aggregated over any rolling ninety (90) day period; (iv) sixty-four (64) hours aggregated over any rolling six (6)-month period; or (v) one hundred
(100) hours aggregated over any twelve (12) month period. 

 IV. Data Integrity and Retention

 A. Data Integrity — Synacor employs sophisticated RAID techniques to ensure the integrity of the data on its
servers; the data is written to two disks simultaneously to prevent data loss in the event of hardware failure. Synacor performs routine server backups for disaster recovery purposes only. Server backup scope and scheduling is at Synacor’s sole
discretion. Synacor shall not perform backup or restore of the data upon your request unless such backup is provided as a service under your purchase agreement. In addition, Synacor will maintain the highest level of data security and
confidentiality as is commercially reasonable in this industry. 
 B. [*] 

V. Security 

Synacor’s Security Department maintains the security, stability and integrity of Synacor’s systems and networks as well as to
ensure proper conduct by the Users. 
 System Intrusion — In
the event of a system intrusion by a “cracker” or “hacker”, the affected party(ies) will be notified and a solution will be implemented. Notification will occur upon identification of intrusion and the investigation of such
identifications by Synacor’ 
 Network Security — Synacor maintains network
firewalls and intrusion detection devices to prevent unauthorized access to the network infrastructure and systems. Network attacks such as Denial-of-Service attacks are logged and notification will occur when such attacks are verified. 

VI. Scheduled Maintenance Windows 

  
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OMITTED PORTIONS. 

 CONFIDENTIAL TREATMENT REQUESTED 

 

 Synacor has reserved a two (2) hour window from 3:00am—5:00am EST every Monday
morning for weekly maintenance, should the need for such maintenance arise. In the event that this window will be needed in a given week, Synacor will notify the Embarq no less than two business days prior to the window. If it is determined during
the window that the scheduled maintenance will run over the two (2) hour window, the Embarq will be notified immediately and receive regular updates until the period is complete. During these scheduled maintenance periods, the system and
services may be unavailable to Embarq and Embarq’s Users. Scheduled Maintenance Windows are not counted against System Availability percentages. 
 VII. Emergency Maintenance Notification 
 In the event that
emergency maintenance is required, during which time the system and services will be unavailable to Embarq and Embarq’s Users. Synacor will notify Embarq during this window via email to a designated distribution list of Embarq employees.
Emergency maintenance windows are counted against System Availability percentages. 
 VIII. Incident Management 

Synacor’s Embarq Support Group will be responsible for the control and management of incident calls and their assignment of priority
and escalation to resources within Synacor in their sole and absolute discretion. 
 When analyzing a case, it is important that
the client understand that the Embarq Support Group will expect the partner or the Users to aid in the analysis by providing any information and performing any actions or tasks requested by the analyst. The client who is not willing to assist the
analyst must understand that the case may take longer to solve and will not be included in the measurement of this service level agreement. 
 The following priority allocations will apply: 
 Priority 1 —These
cases are defined as a Synacor system condition where [*] or more of the User population is affected in their ability to access services as a result of outage across a service location, and/or the Synacor system that supports new data
subscriber activations is unresponsive. 
 Time Frame—Response to the client and efforts to resolve the problem will
occur within [*] of identification or receipt of notification 
 Follow-up—Provide updates to the client at
appropriate intervals until problem is resolved. 
 Priority 2—These cases are defined as a Synacor system condition
where less than [*] of the User population is affected in their ability to access services. 
 Time
Frame—Response to the client and efforts to resolve the problem will occur within [*] of identification or receipt of notification 
 Follow-up—Provide updates to the client every [*] until problem is resolved. 
 Priority 3—These cases are problems other than those meeting the specifications of Priority 1 or Priority 2. 
 Time Frame—Response to the client within [*] hours of identification or receipt of notification 
 Follow-up—Provide updates to the client at appropriate intervals until problem is resolved. 
 Upon the identification of a system event, Synacor will make every commercially reasonable effort to correct the system or service event if the most expeditious manner possible. 

IX. Customer Care Escalations 

  
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 CONFIDENTIAL TREATMENT REQUESTED 

 

 Escalation and Tracking Process. Synacor will provide and track trouble-call escalations
from Embarq’s Technical Support Group. Synacor Customer Service will utilize two (2) escalation methods from Embarq: 

(a) E-mail: Embarq will e-mail Synacor its request for support: tss@synacor.com A Synacor customer agent will respond to the question with
the answer or will issue a Tracking number to each matter that is escalated (as set forth above). The Synacor customer agent will then notify the Embarq escalation group with the appropriate timeline for any escalation to be resolved. 

(b) Phone: Embarq can reach Synacor’s Embarq Care group [*] by calling 1-866-535-8286. In the event that a support issue
requires Priority 1 treatment, or is otherwise better addressed by a telephone call rather than e-mail, Embarq may bypass Escalation Level 1 (as defined below) support and apply Escalation Level 3 support and initiate a call directly to a Synacor
support specialist. Such calls will be placed solely from the Embarq escalation group person(s) who is/are responsible for initiating Level 3 support requests. Following each such call, a Embarq escalation Level 3 support person will send an e-mail
confirming all the technical details regarding the issue. Synacor will then follow the same process of tracking such issues via the e-mail Tracking system. Synacor will provide prior written notice to Embarq of any change in the telephone contact
number. 
 The escalation process begins with the troubleshooting, diagnosis, and resolution processes. As Embarq’s service
team receives alerts they will be prioritized by Synacor based on the gravity and urgency of the underlying problem and assigned to a Synacor support technician in accordance with the Synacor Escalation Response Times and the Issue Severity tables
set forth below. 
 Each time Synacor escalates an issue to the next level, Synacor shall send an email confirming escalation.
The email shall go to Embarq’s designated contact for the applicable Level. 
 Escalation Levels 

Level 1—Email Technical Support Agent: Synacor Technical Support Agents available [*]. 

Level 2—Voice Support Specialist: If Level 1 issue is not resolved within [*] from the time the issue is reported to Level 1,
then Synacor will automatically escalate to Level 2. 
 Level 3    Support Management: If Level 2 issue is
not resolved within [*] from the time the issue is escalated to Level 2, then Synacor will automatically escalate to Level 3. 
 Level 4    Account Manager: If Level 3 issue not resolved within [*] from the time the issue is escalated to Level 3, then Synacor will automatically escalate to Level 4.

 Level 5    Product Management: If Level 4 issue not resolved within [*] from the time the issue is
escalated to Level 4, then Synacor will automatically escalate to Level 5. 
 Level 6    Vice President: If
Level 5 issue not resolved within [*] from the time the issue is escalated to Level 5, then Synacor will automatically escalate to Level 6. 

  
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OMITTED PORTIONS. 

 CONFIDENTIAL TREATMENT REQUESTED 

 

 Synacor will maintain a table with contact information for the Level 1—Level 6 contacts and will be
responsible for keeping it current. The contacts and response times will be distributed to Embarq and/or provided in Embarq’s administration information section located at admin.Synacor.com. 

X. Reporting 
 Synacor will
provide to Embarq, through a web-based interface, any and all User reporting that Synacor tracks following a schedule mutually agreed upon by the Parties. Furthermore, Synacor will use its best efforts to provide, through the same web-based
interface, access to the following reporting tools, to the extent any of the following data points are not normally tracked by Synacor. All data points below will be differentiated between Business and Consumer Users: 

SUBSCRIBER DATA 
 1. Number of Registered Users 
 2. Number of Active Users by Usage
Level (Daily, Monthly, Quarterly) 
 3. User Cancellations 

MONTHLY USAGE DATA 
 1. Unique Users accessing Premium Services 
 2. Unique Users
accessing Portal 
 3. Hits/redirects to each Content Provider 

EMAIL USAGE DATA 
 1. Number of Users (Primary and Secondary) 
 2. Storage Capacity
Used 
 3. POP vs. Webmail 

4. Anti-spam Statistics 
 5. Total Unread & Deleted Messages 
 WEB SEARCH DATA

 1. Total searches 
 2. Top 100 URLs searched (report will be provided upon request) 

ONLINE SECURITY DATA 
 1. Activations 
 2. Downloads 

3. Utilization 
 Such reporting tools can be enhanced as mutually agreed at Synacor’s standard professional services rate. 

  
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 CONFIDENTIAL TREATMENT REQUESTED 

 

 Exhibit 9 
 SEARCH REVENUE SHARING ADDENDUM 
 TO 

SYNACOR MASTER SERVICES AGREEMENT 

1. Definition of Search Services and Selection of Search Services Provider. Synacor shall provide services that enable consumers to receive
descriptions and links associated with search results from search boxes (“Search Services”) placed within the Embarq Portal(s) and other Embarq websites (the “Sites”) through its agreement with a Search Services provider
(“Search Services Provider”). [*] 
 a. Operation of Search Services. Each time a User enters a search
request in a search box (a “Search Query”) Synacor shall return to such User a set of up to ten (10) search results (each such set being referred to as a “Search Results Set”) and additional paid links (“Sponsored
Links” or “AFS Ads”) as agreed to by the Parties. 
 b. Hosting and Control. At all times during
the C.O. Term Synacor shall (a) host and maintain any and all pages that comprise the Sites; (b) maintain complete technical and editorial control of the Sites; and (c) act as the intermediary for all transmissions between Search
Services Provider and the Sites. 
 c. Context Sensitive Advertising. The Parties may agree to provide context
sensitive advertising (“Adsense for Content Ads” or “AFC Ads”) within the Embarq Portal(s) or other Embarq controlled websites. 
 2. Disclaimers. Embarq understands and agrees that Search Services Provider shall not be liable for any damages, whether direct, indirect, incidental or consequential, arising from the
Site’s access to or use of the Search Services; 
 3. No Warranties. Embarq understands and agrees that Search Services
Provider makes no warranties, express or implied, with respect to the Search Services, including without limitation, warranties for merchantability, fitness for a particular purpose, and non-infringement; 

4. Embarq Not Third Party Beneficiary. Embarq expressly acknowledges and agrees that Embarq is not a third party beneficiary under any
agreement between Synacor and Search Services Provider. 
 5. Fees and Payment Terms. 

a. AdSense for Search. Subject to the terms and conditions of this Addendum, for each month during the Services Term Embarq
shall receive the Applicable Percentage (as defined below) of Net AFS Revenues attributable to such month. 
 b.
AdSense for Content. Subject to the terms and conditions of this Addendum, for each month during the Services Term Embarq shall receive the Applicable Percentage of Net AFC Revenues attributable to such month. 

c. Ad Revenues; Applicable Percentage; Applicable Deduction. 

i. “Net AFS Revenues” means (i) Ad Revenues derived from clicks on AFS Ads (excluding Non-Qualifying Ads as
defined below) minus (ii) the Applicable AFS Deduction. 
 ii. “Net AFC Revenues” means
(i) Ad Revenues derived from clicks on AFC Ads (excluding Non-Qualifying Ads as defined below) minus (ii) the Applicable AFC Deduction. 

  
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OMITTED PORTIONS. 

 CONFIDENTIAL TREATMENT REQUESTED 

 

 iii. “Ad Revenues” means gross ad revenues minus agency fees,
referral fees, costs related to third party advertising service providers, and discounts. 
 iv. “Applicable
Percentage” with respect to any calendar month during the Services Term shall be [*]. 
 Example: 

 

					
	 Gross search revenue
	  	 	[*	] 
	 Applicable AFS deduction
	  			
	 Net revenue
	  			
	 Embarq revenue
	  			
	 Synacor /search provider share
	  			

 v. “Applicable AFS Deduction” in any calendar month during the Initial Term
means [*]. 
 vi. [*]. 

vii. Notwithstanding any of the foregoing under this Section, Synacor shall not be liable for payment in connection with
(i) any amounts which result from invalid queries, or invalid impressions of (or clicks on) ads, generated by any person, bot, automated program or similar device, including, without limitation, through any fraudulent act, as reasonably
determined by Synacor; and (ii) ads that advertise Search Services Provider products or services (collectively, “Non-Qualifying Ads”). The number of queries, and impressions of and clicks on ads, as reported by Search Services
Provider, shall be the number used in calculating payments hereunder. 
 e. Payment Terms. All payments due a Party shall
be made by such other Party within forty-Five (45) days after the end of each applicable quarter in which the applicable AFC Ads, AFS Ads, or Search Results Sets were displayed. All payments shall be made in full in United States Dollars.

  
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OMITTED PORTIONS. 

 CONFIDENTIAL TREATMENT REQUESTED 

 

 Exhibit 10 
 Embarq Advertising and Content Guidelines 
 The following types of Content will not be
offered without written consent of Embarq: 
 Mature and Adult Entertainment. This type of content can generate
considerable controversy, even if legal, non-pornographic, and widely available in print format, including such things as frank relationship and sex advice, and suggestive or prurient images and stories. 

Violent Games and Video. The effect of violence on children is much debated, and controversy can be created if minors are
allowed to access violent content without parental approval. 
 Gambling and Sweepstakes. Gambling is illegal in
many states, and closely regulated in all states. Similarly, sweepstakes are subject to complex rules and are frequently scrutinized closely by consumer protection and law enforcement officials. 

Services Targeted to the Disadvantaged. When it first became widely available, 900 pay-per-call service was used to sell a
variety of goods and services that allegedly were not provided or were misrepresented. (For example, for a $40 charge on his telephone bill, a caller received an application for a debit card instead of the promised credit card.) 

Services Without Value to Customers. Examples include psychic advice and other personal services that many consumers and law
enforcement agencies believe are harmful or misleading. 
 Illegal, Unethical, Brand-Diminishing Content. Embarq
reserves the right to remove or disapprove any Content which it deems in its sole discretion as unethical or conflicting with “The Embarq Principles of Business Conduct” or which tends to attract governmental scrutiny, increased legal
liability or damage to Embarq’s brand. 
 Competitive Services and Contractual Obligations. Embarq reserves to
right to remove or disapprove any Content which it deems competitive to Embarq Services or which conflict with any existing contractual obligation Embarq may have. If Embarq invokes this content limitation, it will provide an explanation to Synacor
detailing, subject to confidentiality agreements, the reason for removal or disapproval. 

  
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 CONFIDENTIAL TREATMENT REQUESTED 

 

 Exhibit 11 

[*] 
  

  
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OMITTED PORTIONS. 

 CONFIDENTIAL TREATMENT REQUESTED 

 

 Exhibit 12 
 Roles and Responsibilities 
  

			
	 Synacor
	  	 Embarq

	 Integration and Testing

 
 •    Mutually
develop integrated systems and APIs to support new account registrations, account information updates, Premium Service Offerings, account/service cancellations, and Data Technician Support Tools.
	  	 Integration and Testing
  

•    Mutually develop integrated systems and APIs to support new account registrations,
account information updates, Premium Service offerings, account/service cancellations, and Data Technician support tools.

		
	 •    Development necessary to integrate EMBARQ E-Commerce website functionality into Portal for both
residential and business customer applications.
	  	 •    Development necessary to integrate EMBARQ E-Commerce website functionality into Portal for both
residential and business customer applications.

		
	 •    Beta testing and system integration certification
	  	 •    Beta testing and system integration certification

		
	 •    Provide Embarq with escalation contacts and protocols.
	  	 •    Provide Synacor with escalation contacts and protocols.

		  	
		
	Synacor agrees to participate in the migration of User accounts, User data and mailbox data from Earthlink to Synacor. The details of the obligation have yet to be determined;
however, the following efforts will be considered to be within the scope of this agreement if they are deemed necessary:	  	
		
	 •    Development of API’s to allow Earthlink or Embarq to access details within Synacor’s
database, such as the migration status of any account
	  	
		
	 •    Development of processes for communication with Embarq’s systems to provide functionality such
as user deactivation and
	  	

  
 63 

 CONFIDENTIAL TREATMENT REQUESTED 

 

			
	 Synacor
	  	 Embarq

		
	     communication of migration status
	  	
		
	 •     Development of processes for communication with Earthlink’s systems to provide
functionality such as email import, addressbook import, forward filter creation, account deactivation, account status messages, and related data transactions
	  	
		
	 •     Creation of a set of pages that act as a mailbox migration wizard for customers to utilize
for self-migration
	  	
		
	 •     Ingestion of user/password data from batch files or another
mechanism, for use in setting up accounts
  
 •     Import of mailbox data from physical devices such as removable drives or tapes
	  	
		
	 •     Technical consulting with Embarq and Earthlink as needed to facilitate the definition and
execution of the migration process
	  	
	  
	  	  

		
	 •     Account Provisioning, Software, and Billing
	  	 CPE, Installation, and Billing

		
	 •     New Account Creation (including username / password, email account, and Portal
log-in capability)Email software
	  	 •      Provide CPE

 

	  	 •      Provide provisioning software, incorporating Synacor and Embarq account installation
functionality

		
	 •     Security software
	  	 •      Provide billing for CPE

		
	 •     Provide Credit Card billing for mutually agreed upon Synacor Premium Services offered through
the Portal.
	  	 •      Provide billing for HSI Service

 

•      Provide billing for mutually agreed upon Synacor Premium Services
offered through the Portal

  
 64 

 CONFIDENTIAL TREATMENT REQUESTED 

 

			
	 Synacor
	  	 Embarq

		
	 ISP Services:
	  	ISP Services
		
	Synacor will provide services consistent with the services it provides its other broadband service subscribers, as they may change from time to time, which currently
includes:	  	 •      Connection/authentication to the Internet

 

•      DHCP / IP leasing

		
	 •      Email boxes, POP and Web based
	  	
		
	 •      Anti-spam software
	  	
		
	 •      Anti-popup software
	  	
		
	 •      Anti-spyware software
	  	
		
	 •      Anti-virus software
	  	
		
	 •      Anti-“phishing” software
	  	
		
	 •      Toolbar
	  	
		
	 •      Parental Controls
	  	
		
	 •      Personal firewall
	  	
	  
	  	  

		
	 •     Customer Support
	  	 Customer Support

		
	 •     On-line functionality via the Portal for EMBARQ customer
account ‘self-help’ such as: add/delete/change email accounts, password reset functionality, Portal tutorial, account profile updates, and other general self-help information as mutually agreed upon during Portal Design.

 
 •     Training
and documentation for EMBARQ Sales and Care Representatives.
  
 •     Training and documentation for EMBARQ Tier 0, 1, and 2 Data Technicians providing support to EMBARQ customers related to the Portal, Email, Premium Products and
Internet Security Software services.
  
 •     On-Line Support Tools for EMBARQ Data Technicians to utilize in Tier 1 and Tier 2
	  	 •     Training and internal documentation for EMBARQ customer
care representatives related to HSI sales, including Portal, Security, Email, and Premium/Value Added Services.
  

•     Training and internal documentation related to Tiers 0,1, and 2 Technical
Support.
  

•     Customer inquiries related to EMBARQ billing.

 
 •     Customer
service upgrades/downgrades
  

•     Tier 0,1, and 2 Support as defined in the following Customer Technical
Support Matrix.

  
 65 

 CONFIDENTIAL TREATMENT REQUESTED 

 

			
	 Synacor
	  	 Embarq

	     support services (see section 7.19 of this contract order).

 
 •   Tier 3 Support as
defined in the following Customer Technical Support Matrix.
	  	
		  	

 Customer Technical Support Matrix 

(Bonnie question—should this be a separate Exhibit?) 

 

					
	 Customer Care Level
	  	 EMBARQ Responsibilities
	  	 Synacor Responsibilities

			
	 Tier 0

•     Tier 0 consists of “ecare” in the form of Frequently Asked
Questions (FAQs) that are accessed via Service Subscriber’s www access
	  	 Tier 0
	  	 Tier 0

	  	 •     Prepare FAQs that address Service Subscriber questions regarding the
following:
	  	 •     Prepare FAQs that address Service Subscriber questions regarding the
following:

	  	  
   -
      EMBARQ Billing Practices
	  	  

  -       Portal Customization/Tutorial

	  	   -      General EMBARQ service questions
	  	   -       Internet Security

	 •     Service Subscriber must have basic connectivity to access Tier 0 services
	  	   -      General Connectivity questions

  -      General Internet questions
	  	   -       Email

  -       Search Function

	  

•     FAQs will include contact information for Service Subscribers (phone numbers,
etc.)
	  	   -       General Browser questions

  -       HSI Value Added Services

 EMBARQ
   -       HSI Speed Options
	  	   -       Premium Services

•     Provide Self-Help Functionality on the Portal such as:

  -       Username Updates

		  		  	   -       Password Resets

		  	 •     Provide and update, pertinent Web addresses, CHAT links, and phone numbers for Service
Subscribers to use for additional questions.
	  	   -       Add/Delete Emailboxes

  -       General Account Profile Updates

  -       Portal Tutorial

  -       Portal Customization

		  		  	

  
 66 

 CONFIDENTIAL TREATMENT REQUESTED 

 

					
	 Customer Care Level
	  	 EMBARQ Responsibilities
	  	Synacor Responsibilities
			
	 Tiers 1 and 2
	  	Tiers 1 and 2	  	Tiers 1 and 2
	 •      Tier 1 and 2 Support consists of
one-to-one interaction between a Service Subscriber and a Customer Service Representative via email, CHAT or telephone.
  

•      Tier 2 is an escalated layer of care that consists of one-to-one
contact between Customer Service Representatives and Service Subscribers. Tier 2 Customer Care Representatives address issues escalated from Tier 1 Customer Care Representatives.
	  	 EMBARQ to provide all Tier 1 and 2 customer support as follows:

 

•      Provide email address, chat function or telephone number for Service
Subscriber to contact Customer Service Representative to resolve questions relating to the following:
	  	Synacor does not provide Tier
1 or Tier 2 support to
EMBARQ customers.
	  	 -   Account/billing inquiries

 
 -   Order
status/inquiries,
  

-   CPE provisioning inquiries

 
 -   Order
cancellations
  

-   Service upgrades or downgrades

 
 -   Service
cancellations
  

-   Internet Connectivity

 
 -   Sync

 
 -   Modem/equipment
issues
  
 -   HSI
Installation
  

-   Account Registration

 
 -   Proxy or firewall
software, or network configuration issues
  
 -   Email configuration/issues
  

-   Security download issues

 
 -   Portal Issues

 
 -   Username/Password look-up
or reset
	  	

  
 67 

 CONFIDENTIAL TREATMENT REQUESTED 

 

					
	 Customer Care Level
	  	 EMBARQ Responsibilities
	  	 Synacor Responsibilities

			
	 Tier 3

 
 Tier 3 issues involve any issue that could not be resolved at the Tier 2 layer, such
as:
	  	 Tier 3

 

•       Embarq is responsible for network operations and connectivity on
the Embarq Network.
	  	 Tier 3

 

•       Resolve problems that are escalated from Embarq Tier 2 in the
form of trouble tickets or telephone escalations.

			
	 •       Network Issue/Outage

 

•       Registration Connectivity between Synacor and EMBARQ

 

•       Internet Security Software

 

•       Email

 

•       Portal Access/Functionality
	  		  	

  
 68 

 CONFIDENTIAL TREATMENT REQUESTED 

 

 Exhibit 13 
 Change Management Requirements 
  

	1.	Each Party will use commercially reasonable efforts to notify the other Party by telephone and email of any change associated with any of such Party’s software or
equipment that affects the interfaces between the Parties’ systems, including a suggested implementation plan. Notification will be communicated to the Parties’ respective Contract Representatives. The Parties mutually shall agree upon any
implementation plan. 

  

	 	•	 	 The Party whose software or equipment change is affecting the interfacing of the Parties’ system will make software upgrades or equipment upgrades
that address the issue, if necessary. 

  

	 	•	 	 Such Party will provide documentation as needed that insures the successful implementation of the software upgrade or equipment upgrade. A back out
plan to remove such upgrade will also be documented should it be needed. 

  

	 	•	 	 Each Party will comply with the time frames mutually agreed upon in the implementation plan. 

 

	2.	In the event Synacor implements a change affecting Embarq, Synacor agrees to have a Synacor representative attend a reasonable number of change management calls
designated by Embarq at mutually agreeable times. 

 Reporting Problems 

 

	1.	CSR encounters problem. 

  

	2.	CSR enters problem into Issues Log, or if a CTSC representative, places a call to the appropriate Operations Project Manager with responsibility to address the type of
problem encountered. 

  

	3.	Issues Log and any calls received from the CTSC are reviewed by Embarq within 24 hours of entry/receipt by the appropriate Operations Project Manager to determine if
the problem is functional or technical in nature. 

  

	 	3.1	Functional issues are resolved by the appropriate Operations Project Manager. 

 

	 	3.2	Technical issues are reported to the Rapid Problem Management (RPM) Team or the ESC/Helpdesk by the Operations Project Manager, who is responsible to supply the
necessary information for reporting the problem. The reporting numbers are: 

  

	 	RPM	Team at [*] 

  
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[*] = CERTAIN INFORMATION HAS BEEN OMITTED AND FILED SEPARATELY WITH THE COMMISSION. CONFIDENTIAL TREATMENT HAS BEEN REQUESTED WITH RESPECT TO THE
OMITTED PORTIONS. 

 CONFIDENTIAL TREATMENT REQUESTED 

 

 This number is the number which goes directly to the RPM Team. This number should only
be used for critical issues affecting multiple Users. 
 ESC/Helpdesk at [*] 

This number is used for single issues and goes through an IVR unit menu structure. 

 

	 	4.	The RPM Team or the ESC/Helpdesk will open a ticket and either resolves the problem online or dispatch the ticket to the appropriate fix agent.

 Legend 
 CSR- Customer
Service Representative in Call Centers or Customer Technical Support Center 
 (CTSC) 
 ESC- Enterprise Solutions Center 
 FMC- Force Management Center 

SME- System Matter Expert 
 TSA- Technical System
Analyst 

  
 70 

[*] = CERTAIN INFORMATION HAS BEEN OMITTED AND FILED SEPARATELY WITH THE COMMISSION. CONFIDENTIAL TREATMENT HAS BEEN REQUESTED WITH RESPECT TO THE
OMITTED PORTIONS. 

 CONFIDENTIAL TREATMENT REQUESTED 

 

 Service Assurance & Monitoring Rapid Problem Management Team 

High Severity Incident and Problem Management Policies and Guidelines 

 

	1.	Purpose and Scope: This Exhibit defines the principles, guidelines and processes used by the Embarq Rapid Problem Management Team in providing
end-to-end high severity incident and problem management for the owners of Embarq’s systems, applications, and services. (Throughout this exhibit, the term “product/service” refers to systems, products, applications, and services
supported by Rapid Problem Management). 

  

	2.	Rapid Problem Management: The Rapid Problem Management Team (RPM) in partnership with other support organizations at Embarq is responsible for minimizing
critical service disruptions through rapid response, focused management, and clear, concise communications to Embarq, its fix agents and management. The RPM team is the single point of contact for major service outages and is staffed 7X24X365. The
RPM team manages all severity 1 and 2 outages starting with detection and ending with Embarq verification upon restoral. 

  

	3.	Reporting Sev1/Sev2 outages to the RPM team: The RPM team receives reports from an ESC analyst or via the RPM team’s Key Customer line.

  

	 	3.1.	A “Key Customer” is one that has been given permission to report high severity incidents directly into the RPM team via the Key Customer line. This
process enables a system matter expert representing a large Embarq community to identify and report major service disruptions directly to the RPM team increasing the accuracy of the incident report and significantly reducing the reporting time and
the RPM team’s call volume. 

  

	 	3.2.	In all cases, to resolve an issue quickly the RPM team needs a detailed description of the major service outage from the reporter, a valid 24X7 Embarq contact
and an understanding of the impact to the business. Incidents are evaluated for severity assignment based upon the availability of a work-around, legal/regulatory/financial impact and impact to critical applications or sites and business operations.
(See severity determination below.) 

  

	 	3.3.	When an ESC analyst identifies a severity 1/severity 2 incident, data is gathered and a Service Center ticket is created. The ticket is documented and first level
trouble-shooting is performed. The identifier is then warm-transferred to the RPM team. The RPM team will ask any additional required questions and then will advise the identifier of how the incident will be pursued. 

 

	 	3.4.	For incident resolution the RPM team uses a process also called Rapid Problem Management or RPM. 

 

	 	3.4.1.	Some of the components of RPM are: 

  

	 	3.4.1.1.	Rapid Problem Management documents all product/service components and potential fix agencies. 

  
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	 	3.4.1.2.	A Rapid Problem Management Team includes all primary fix agents on-call, key members of management and other stake-holders. 

 

	 	3.4.1.3.	All secondary fix agencies are documented and paged on an as needed basis. 

 

	 	3.4.1.4.	Conference bridges may be established and all necessary participants are paged to join. 

 

	 	3.4.1.5.	The user of the product/service is invited to join the bridge to assist with incident resolution and to relay information between the fix agents and their
peers/co-workers. 

  

	 	3.4.1.6.	The RPM team will send regular pages to pre-established contact lists to keep management and other stake-holders apprised of status. 

 

	4.	Rapid Problem Management Paging. Update pages are only sent between the hours of 07:00—19:00 Central time weekdays. 

 

	 	4.1.	Throughout the duration of a severity 1 outage the RPM will track and update the associated record using Service Center. The RPM team will also provide paging updates
to management and users at regular intervals as described below: 

  

	 	4.1.1.	Initial page—the initial page will be sent within 30 minutes of the initial report to RPM and will provide a ticket number, date, a brief description of the
problem, impact, status and what time the next update will be provided. 

  

	 	4.1.2.	Update page—the update page is sent every two hours until bypass is achieved, and will provide a ticket number, date, a brief description of the problem,
impact, an updated status and what time the next update will be provided. 

  

	 	4.1.3.	Restoral page—the restoral page will be sent as soon as Embarq verification is complete, and will provide a ticket number, date, brief description of the
problem, impact, status will be what action was taken for bypass and a restoral time. 

  

	5.	Problem Tracking: Every ticket opened by RPM is continually updated by the RPM team until bypass is reached. Once bypass is achieved the ticket is
assigned. From that point on the “owner” of root cause should continue to update the record until it is closed. This record includes key diagnostic information, actual work done, notification given, escalation requests, ticket transfers
and ICA/RCA. The Service Center ticketing system root cause module supports the ICA/RCA activities. 

  

	6.	Ticketing System Requirements: Currently there is one ticketing system used by the incident and problem management groups, which is known as Service
Center. Incidents and problems for all products or services supported by ESC and RPM are tracked through Service Center. Every production fix agency must have an assignee group name in Service Center. 

 

	7.	Severity Level Definitions: All incidents managed by Rapid Problem Management will have a severity level assigned indicating the impact to business operations.
The valid severity levels are defined below. 

  
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 CONFIDENTIAL TREATMENT REQUESTED 

 

	 	7.1.	Severity 1 incidents are those which cause a critical impact to the business function and render the product/service unavailable/unusable. These incidents
justify immediate management attention and dedicated resources to resolve as quickly as possible. 

  

	 	7.2.	Severity 2 incidents are those that severely impair the use of a business critical product/service. Business impact justifies priority attention and
dedicated resources to solve the problem in a timely manner. 

  

	 	7.3.	Severity 3 incidents are those which result in minimal impact to the business function and customer. These incidents require timely resolution to minimize future
impacts. Resources should be allocated to work the incidents in accordance with normal managerial planning and prioritization processes. All severity 3 problems should be reported to the ESC. 

Definition of Terms: 
  

	 	7.4.	Fix Agency: A fix agency is the product/service owner, the group responsible for actually resolving the incident. Fix agents that support applications/services
that are managed by the RPM team have a 5 minute SLA to respond to the RPM team’s page. 

  

	 	7.5.	Problem Area Coordinator (PAC): A Problem Area Coordinator represents the fix agency in the coordination and administration of incident records. The PAC ensures
that personnel within their organization follow procedures for working incident records, and serves as a primary contact for the incident management process. The RPM team will not assign records to fix agencies without their prior knowledge and
consent. However, once the record is accepted it will be the responsibility of the PAC to resolve, document ICA/RCA, close or arrange a transfer to another agency if required. 

 

	 	7.6.	Knowledge Base: The Rapid Problem Management Team’s knowledge base is a repository for information about technology products and services used by Embarq
business units. It contains specific information about all the products and services we support. It identifies the owners and fix groups who support these products and services. Information collected during the planning phase is added to the
knowledge. As support plans change for a specific product or service, updated information must be provided to the RPM team. 

  

	 	7.7.	Incident Bypass: Bypass occurs when the outage documented in the incident record is over or when a temporary or alternate resolution, acceptable to the customer,
becomes available and service has been restored. 

  

	 	7.8.	Incident Closed: The incident is closed when service has been restored, root cause analysis (RCA) and irreversible corrective action (ICA) completed, and the
ticket has been updated. 

  

	 	7.9.	SME: Person who is an ‘Expert’ in the subject area of concern. 

 

 

  
 73Master Services and Linking Agreement

 CONFIDENTIAL TREATMENT REQUESTED 

Exhibit 10.12 
 Master Services and Linking Agreement 
 FINAL EXECUTION VERSION

 This Master Services and Linking Agreement (“Agreement”) is entered into as of July 1, 2010 

(“Effective Date”) by and between Synacor, Inc. (“Synacor”), a New York corporation having a principal place of business at 40 La
Riviere Drive, Suite 300, Buffalo, New York 14202, and Toshiba America Information Systems, Inc. (“Client”) having its principal place of business at 9740 Irvine Boulevard, Irvine, California 92618. 

RECITALS 
 Whereas
Synacor is engaged in the business of providing customized website(s) owned and operated by Synacor; 
 Whereas Client distributes
personal computers and other mobile devices and desires to deliver a website created by Synacor for Client through various links on Client Products in the Territory; and 
 Now, therefore, in consideration of the mutual promises and conditions herein, and for good and valuable consideration, the receipt and sufficiency of which are hereby acknowledged, the parties
agree as follows: 
  

	1	Definitions 

  

	1.1	“Account Information” means User names, login IDs, passwords and other User registration information provided by Client and Users in connection with
the Services. 

  

	1.2	“Client Brand Features” means specific trademarks, service marks, logos and other distinctive brand features of Client that are used in or relate to
Client’s business. 

  

	1.3	“Client Branded Portal” or “Portal” means an Internet site serving as a point of entry to the World Wide Web (including a search
engine and links to other sites) developed by Synacor with elements of Synacor’s standard portal template branded with a Client presentation layer (look and feel, logos, and trademarks) as determined mutually by Client and Synacor.

  

	1.4	“Client Marks” means Client’s logos, product and service names, trademarks, service marks, and domain names. 

 

	1.5	“Client Materials” means certain materials, domain names, Client Content (as such term is defined in Schedule D attached hereto and incorporated
herein) and other information. 

  

	1.6	“Client’s Product(s)” means the certain Client branded personal computers and mobile devices, selected by Client at Client’s sole discretion
for inclusion under this Agreement. 

  

	1.7	“Commercial Launch Date” means the date upon which the Client Branded Portal is first made available to Client’s Users on a commercial basis (i.e.
not a beta). 

  

	1.8	“Confidential Information” has the meaning as set forth in Section 5. 

 

	1.9	“Content Provider” means a company that provides or licenses its products and services to Synacor or Client for distribution on the Portal.

  

	1.10	“End User” or “User” means a user that accesses and uses the Client Branded Portal for any purpose; collectively
“Users”. 

  

	1.11	“End User Data” means information collected from Users of either party’s services, products, or software, including personally identifiable
information and any data about a User that can be connected to personally identifiable information relating to such End User. 

  

	1.12	“Enhancements” means all bug fixes, error corrections, updates, modifications, new features, new functionalities, or upgrades to the Portal.

  
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	1.13	“Link” means the unique Uniform Resource Locator (“URL”) provided by Client that enables End Users to access the Portal.

  

	1.14	“Rights” means any and all rights of copyright, patent rights, trademark and service mark rights, trade secret rights, trade dress rights, character
rights, artistic and moral rights, and any and all other proprietary rights of any kind whatsoever, together with associated registration rights and rights to sue for and collect damages for any infringement or violation of any of the foregoing.

  

	1.15	“Service(s)” means Synacor’s creation, hosting and maintenance of the Client Branded Portal and all other services as set forth in Schedule
A—Services and Pricing, and if any, the Supplements, defined below. 

  

	1.16	“Software” means the tools, templates, frameworks or other software owned or licensed by Synacor and used in connection with the Services.

  

	1.17	“Supplements” means any Addenda, Schedules, and Exhibits attached hereto and incorporated herein, and any other addenda, schedules, exhibits as may
subsequently be agreed to and signed by each of the parties hereto and attached to this Agreement from time to time. 

  

	1.18	“Synacor Marks” means Synacor’s logos, product and service names, trademarks, service marks, and domain names. 

 

	1.19	“Synacor Property” means the Synacor Content (as such term is defined in Schedule D attached hereto and incorporated herein), Synacor Marks, Software,
all other materials (including any hardware), information, ideas, inventions, know-how, methods, processes, templates, tools, works of authorship, trade secrets and technologies that are owned or licensed by Synacor and that may be used in the
performance of the Services; and all intellectual property rights or other proprietary Rights in and to any of the foregoing. 

  

	1.20	“Territory” means the United States. 

  

	1.21	“Wind Down Period” shall mean the additional time during which either party shall have certain obligations after expiration or termination of the
Agreement pursuant to Section 7.4.5. 

 2 Synacor Services and Responsibilities 

 

	2.1	Services. Subject to the terms and conditions of this Agreement, as may be amended pursuant to the provisions of Section 12 hereof, Synacor shall provide
the Services described in this Agreement in accordance with the terms and conditions set forth herein and those set forth in the Supplements, if any. Synacor may provide the Services directly to Client, or indirectly using contractors or other third
party vendors or service providers, provided that in any event, Synacor shall remain primarily responsible for the delivery of the Services to Client in accordance with this Agreement. Each party shall provide the other with reasonable cooperation,
assistance, information and access as may be lawful and necessary to initiate Client’s and its Users’ use of the Services. 

  

	2.2	Additional Services. Upon mutual agreement of the parties, Client may engage Synacor to provide development services or other professional services
(“Additional Services”). Such Additional Services shall be provided pursuant to an addendum and provided as part of the Services under the terms and conditions of this Agreement. As necessary, Client will issue a purchase order to Synacor
for the Additional Services. 

  

	2.3	Technical Support. Synacor will use commercially reasonable efforts to operate the Services at industry standards level and to provide Client with technical
support services in accordance with standard industry practices, each as described in Schedule E—Service Level Agreement attached hereto. 

  

	2.4	 Limitations. Synacor will not be responsible for, nor liable hereunder in connection with, any failure in the Services due to or resulting from:
(a) any Client Materials or other content provided by Client or any of its agents except to the extent the Client Materials have been modified by 

  
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	 	Synacor or a third party without Client’s written approval; (b) Client’s negligence, or acts or omissions; (c) telecommunications or equipment
failures outside of Synacor’s facilities or control; (d) scheduled maintenance as long as Client has been previously notified in writing by Synacor; or (e) unauthorized access, breach of firewalls or other hacking by third parties of
Synacor’s systems unless Synacor has failed to use industry standard protections to prevent such an event. Synacor shall use commercially reasonable efforts to insure that the Services are free from any viruses, worms, or other code that will
damage, interrupt or interfere with any software, content, data or hardware. 

  

	2.5	Testing of Portal by Client. Prior to making the Portal available to Users, Client shall have a reasonable period of time to review the Portal to ensure that it
is substantially similar to the mock-ups set forth in Schedule H. If Client reasonably finds that the Portal is not provided in a manner that is substantially similar to such mock-ups, Client may request that Synacor make changes to remedy such
difference. Such request will be provided in writing and will detail the differences Client has identified between the delivered Portal and the mock-up. Synacor will make the necessary changes and provide Client an opportunity to review the revised
Portal before it is made available to Users. If the Portal is still not substantially similar to the mock-up in the revised version of the Portal, Client will provide written notice thereof again to Synacor, and Synacor will revise the Portal as
necessary. Client and Synacor agree that the Portal will not be made available to Users until it is substantially similar to the mock-ups in Schedule H. 

  

	2.6	Harmful Code. Synacor represents and warrants that prior to its delivery of the Portal and distribution to End Users, Synacor will test the portions of the
Portal which Synacor manages for the presence of any known viruses, harmful software routines, or other harmful software designed to permit unauthorized access, to disable, erase, or otherwise harm software, hardware, or data, or to perform any
other such actions that • will materially damage or interfere with or materially adversely affect the End. Users’ equipment. Synacor will notify Client of the results of such testing and remove any such harmful code.

  

	2.7	Enhancement. Synacor agrees to make any Enhancements available to Client without an additional fee that Synacor also makes available to all of its other clients
without an additional fee or other economic consideration. Such Enhancements will be made available in a reasonable, mutually agreed upon timeframe after such Enhancement is initially made available for production use from Synacor. Client may from
time to time request significant functionality Enhancements to the Portal, which may require Additional Services pursuant to Section 2.2. 

 3 Client Responsibilities 
  

	3.1	Client Support; Synacor Status. Client acknowledges that the continuing performance of certain Services may depend on its provision of cooperation, assistance,
information and access to Synacor. If Client fails to timely provide any of the foregoing, then Synacor will not be liable for any corresponding delay in its performance. 

 

	3.2	Materials and Equipment. Client and its agents will provide Client Materials to Synacor as reasonably needed to perform the Services. 

 

	3.3	Provision of Web Log Files. In order to help Synacor determine potential traffic volume and characteristics, if available, Client will provide to Synacor several
days of raw web log files for the intended portal hostname(s) within fifteen (15) days of signing this Agreement. 

 4 License
and Intellectual Property 
  

	4.1	License Grant. Subject to the terms and conditions of this Agreement, Client hereby grants to Synacor a limited non-exclusive, non-sublicensable, worldwide and
royalty-free right and license to use, reproduce, modify, distribute, perform and display the Client Materials and the Client Marks solely in connection with the Services. 

  
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	4.2	Ownership. Except for the limited rights and licenses expressly granted herein, Synacor shall retain all right, title and interest in and to (i) the Synacor
Content; (ii) Synacor Marks; (iii) the Software; and (iv) Synacor Property. Client shall not use Synacor Property except as specifically provided in the Agreement. All Software, hardware and other technology used to provide the
Services will be installed, accessed and maintained only by or for Synacor and no license therein is granted to Client. Except for the limited rights and licenses expressly granted herein, Client shall retain all right, title and interest in and to
the Client Materials and Equipment, including any intellectual property rights or other proprietary rights therein and thereto. 

  

	4.3	Restrictions. Client shall not, directly or indirectly: (a) use any of Synacor’s Confidential Information (as such term is defined in Section 5.1)
to create any software that is similar to any of the Software used under this Agreement or to provide any service which is similar to any of the Services; (b) decompile, disassemble, reverse engineer or use any similar means to attempt to
discover the source code of the Software or the trade secrets therein, or otherwise circumvent any technological measure that controls access to the Software or Services; (c) encumber, transfer, rent, lease, or time-share the Software or
Services, or use them in any service bureau arrangement or otherwise for the benefit of any third party; (d) access, copy, distribute, manufacture adapt, create derivative works of, or except as specifically permitted in this Agreement, modify
any Software; (e) remove any proprietary or confidential notices; or (f) permit any third party to engage in any of the acts proscribed in clauses (a) through (e) above. 

5 CONFIDENTIALITY. 
  

	5.1	Confidential Information. Each party (the “Receiving Party”) understands that the other party (the “Disclosing Party”) or its representatives
has disclosed or may disclose confidential information relating to the finances, business, marketing plans, clients, vendors, operations, technology or software of the Disclosing Party. “Confidential Information” means any of the foregoing
information and any End User Data (including all originals, copies, notes, analyses, digests and summaries) which is either (a) disclosed in writing and designated as confidential at the time of disclosure or if in oral or intangible form, be
orally identified as “Confidential” at the time of disclosure and sent to the Receiving Party with a legend of “Confidential” within thirty (30) days after such disclosure. Confidential Information shall not include any
information that the Receiving Party can demonstrate by its written records (i) is or becomes generally available to the public without breach of this Agreement, (ii) was in its possession or known by it prior to receipt from the
Disclosing Party without any obligation of confidentiality, (iii) was rightfully disclosed to it by a third party not under an obligation of confidentiality, or (iv) was independently developed without reference to or use of any
Confidential Information of the Disclosing Party. 

  

	5.2	Non-Disclosure. The Receiving Party shall keep all Confidential Information strictly confidential and shall not disclose such Confidential Information to any
third party except to its directors, officers, employees, independent contractors and subcontractors who have a need to know such information and who are bound by similar obligations of confidentiality. The Receiving Party shall not use the
Confidential Information of the Disclosing Party except to the extent necessary to perform its obligations under this Agreement. The Receiving Party shall use the same degree of care to protect the Confidential Information as it would use to protect
its own confidential information of the same importance. Each party shall bear the responsibility for any breach of confidentiality by its employees and contractors. Each party may not disclose the specific terms of this Agreement without the prior
written consent of the other party, except that either party may provide a copy of this Agreement or otherwise disclose its terms in connection with any legal or regulatory requirement as set forth in Section 5.3. Neither party will disclose
the general nature of this agreement in a press release or otherwise in discussions with members of the press. 

  

	5.3	 Required Disclosure. Nothing herein shall prevent a Receiving Party from disclosing the Disclosing Party’s Confidential Information as
necessary pursuant to the lawful requirement of a governmental agency or when disclosure is required by operation of law or by court order; 

  
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	 	provided, that prior to any such disclosure, the Receiving Party shall (a) promptly notify the Disclosing Party in writing of such requirement to
disclose; (b) cooperate fully with the Disclosing Party (at the Disclosing Party’s expense) in protecting against any such disclosure or obtaining a protective order; (c) the Receiving Party discloses only that portion of Confidential
Information that is advised in writing by counsel it is required to disclose, and (d) the Receiving Party uses reasonable efforts to obtain safeguards that confidential treatment will be accorded to such Confidential Information.

 5.4 End User Data 
  

	5.4.1	Synacor and Client each will collect data from End Users solely pursuant to its then effective and published privacy policy and in accordance with applicable laws and
regulations, and use any individually identifiable information it collects or owns only as authorized by the End User and will not disclose, sell, license, or otherwise transfer any such End User information to any third party except as permitted
under the controlling privacy policy and applicable laws and regulations. 

  

	5.4.2	As between Synacor and Client, Client shall own all Account Information. If Client provides End User Data to Synacor, if reasonably necessary for Synacor to perform its
obligations under this Agreement or to comply with legal or regulatory requirements, it will be provided in accordance with Client’s applicable privacy policies. To avoid uncertainty, Client acknowledges and agrees that Synacor may disclose
aggregate measures (not personally identifiable) of Users and Service usage and performance derived from Account Information to Synacor Providers, Synacor investors and other Synacor clients or potential clients. 

 

	5.4.3	Synacor will include a link to Client’s privacy policy on the Client Branded Portal. 

 

	5.4.4	Synacor and Client will collaborate as needed on compliance with applicable laws and standards with respect to the Portal and related privacy matters.

  

	5.5	Return of Confidential Information. All Confidential Information shall remain the property of the Disclosing Party and the original and all copies thereof, on
whatever physical, electronic or other media such Confidential Information may be stored, shall be returned or destroyed (at the Disclosing Party’s option) within ten (10) business days of the Disclosing Party’s request.

  

	5.6	Relief. Each party agrees that any breach of the obligations in this Section 5 will cause irreparable harm to the Disclosing Party for which monetary
damages will not be an adequate remedy. Therefore, the Disclosing Party shall, in addition to any other legal or equitable remedies, be entitled to seek an injunction or similar equitable relief against such breach or threatened breach of this
Section 5 without the necessity of posting any bond. 

 6 Fees, Payment Terms, Reporting, and Taxes 

 

	6.1	Fees. Synacor’s fees for the Services and payments to Client for revenues earned are set forth in the Product & Pricing Schedule attached hereto as
Schedule A and made a part hereof. 

  

	6.2	Payment Terms. Except as otherwise provided in this Agreement, all payments from Client to Synacor shall be due within forty-five ( 45) days after the date of
receipt of the applicable invoice. 

 Client must notify Synacor in writing of any disputed invoice amounts
(including an explanation for such dispute) within [*] days of receipt of the disputed invoice. 
 Payments from Synacor
to Client shall be based upon the monthly report required in Schedule A, to AllianceMarketing@tais.toshiba.com and will be made forty-five (45) days after the end of the applicable calendar quarter. 

Upon receipt of the report from Synacor, pursuant to Schedule A, Client will review and, within [*] if no issue, inform Synacor
that the report is approved for payment. If Client does 

  
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[*] = CERTAIN INFORMATION HAS BEEN OMITTED AND FILED SEPARATELY WITH THE COMMISSION. CONFIDENTIAL TREATMENT HAS BEEN REQUESTED WITH RESPECT TO THE
OMITTED PORTIONS. 

 CONFIDENTIAL TREATMENT REQUESTED 

not inform Synacor of an approval or dispute with the report in such [*] days, such report will be deemed to be approved.
Synacor will then treat the approved report as an invoice for payments due under Schedule A and send payment to Client via ACH transfer to the account set forth below. 
 [*] 
  

	    	All payments shall be made in full in United States Dollars. 

  

	6.3	Taxes. All payments to Synacor are exclusive of federal, state, local and foreign taxes (other than taxes assessed on Synacor’s income), duties, tariffs,
levies and similar assessments on the use of the Services hereunder, and Client agrees to bear and be responsible for the payment to Synacor or the appropriate agency of all such charges. Payment of taxes by Synacor will be in accordance with
Schedule A. 

  

	6.4	Reporting Terms. Reporting terms will be in accordance with Schedule A. 

 7 Term and Termination 
  

	7.1	Term. Unless otherwise terminated earlier under this Section 7 Term and Termination or elsewhere in this Agreement where either party has a termination
right, this Agreement shall commence as of the Effective Date and shall continue thereafter in full force and effect until September 30, 2013 (the “Initial Term”). 

 

	7.2	Renewal Term(s). Thereafter, the Agreement may be renewed for additional one (1) year terms (“Renewal Term”) with written, mutual consent at least
ninety (90) days prior to the expiration of the Initial Term or each Renewal Term. 

  

	7.3	Termination for Cause. In addition to any of its other remedies, either party may terminate this Agreement: (a) in the event that the other party materially
breaches any material provision of the Agreement and the breaching party fails to cure such breach within thirty (30) days after receiving written notice of such breach from the non-breaching party; or (b) immediately upon written notice
to the other party in the event any assignment is made by the other party for the benefit of creditors, or if a receiver, trustee in bankruptcy or similar officer shall be appointed to take charge of any or all of such other party’s property or
if a voluntary or involuntary petition under federal bankruptcy laws or similar state statutes is filed against the other party, or if it dissolves or fails to operate in the ordinary course. 

 

	7.4	Effects of Termination. Upon any expiration or termination of this Agreement, all rights and obligations of the parties shall cease, except that:

  
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	7.4.1	Client may continue to preload and distribute the Link on the Client Products until such time as those items can reasonably be removed from Client Products during a
scheduled major image revision; 

  

	7.4.2	Client may continue to distribute the Link in distributing remanufactured systems that originally contained those items; 

 

	7.4.3	Termination of this Agreement shall not affect the right of Client’s resellers to sell any Client Products containing the Link in their inventory.

  

	7.4.4	Client’s obligation to seek Synacor’s prior approval related to referencing Synacor Providers’ in marketing materials will survive termination.

  

	7.4.5	Synacor shall maintain the Client Branded Portal during the twelve (12) months after the expiration or termination of this Agreement (see “Wind Down
Period” in Section 1.21 above). During the Wind Down Period, Synacor shall allow existing and new Users to use Services through the Client Branded Portal. All payment obligations hereunder will continue to apply during the Wind Down Period
following termination of the Agreement 

  

	7.4.6	All obligations that accrued prior to the effective date of termination (including without limitation, all payment obligations pursuant to Section 7.4.5) shall
survive termination; (a) each party shall destroy or return to the other party all of the other’s Confidential Information in its possession or under its control pursuant to Section 5.5 above; and (b) Synacor shall, after
providing Client with an electronic copy of account information and transaction data in a mutually agreeable format, delete archived account information and other transaction data. The provisions of Sections 4.2 (Ownership), 4.3 (Restrictions), 5
(Confidentiality), 6 (Fees, Payment Terms, Reporting, and Taxes), 8 (Representations, Warranties, and Indemnities), 9 (Limitations of Liability), 10 (Open APIs and RSS Feeds), 13 (General Provisions) and this Section 7.4 (Effects of
Termination) shall survive any termination or expiration of this Agreement. 

 8 Representations, Warranties, and Indemnities

  

	8.1	 Synacor Representations and Warranties. Synacor represents and warrants to Client that: (a) it has and will maintain all rights necessary
to enter into and perform this Agreement throughout the Term and the Wind-Down Period and to grant the limited rights and licenses granted herein including, without limitation, all necessary rights in the Services and the Synacor Content;
(b) to Synacor’s knowledge, the Synacor Content is not defamatory, obscene, or otherwise unlawful in any jurisdiction and does not infringe ,or interfere with any intellectual property, contract, right of publicity, or any other
proprietary right of any individual or entity, and Synacor is not aware of any facts upon which such a claim could be based as of the Effective Date, and Synacor will promptly notify Client if it becomes aware of any such claim or receives written
notification from a third party that such rights have been violated by Synacor (provided Synacor reasonably believes the facts on which such notification are based are likely to negatively affect Client’s rights under this Agreement);
(c) during the Term, Synacor shall comply with all applicable laws and regulations, and the Services provided by Synacor under this Agreement shall be provided in accordance with applicable laws and regulations and by qualified personnel;
(d) as of the date of initial launch of the Software or the subsequent launch of any enhancement thereto, the Software or such relevant enhancement does not contain viruses, software routine or other code designed to permit unauthorized access,
to disable, erase or otherwise harm software, hardware, or data, or to perform any other harmful actions, including launching any spyware programs, and after the initial launch of the Software, if a virus is detected, Synacor will promptly work to
mitigate the effects thereof; and (e) it will maintain and comply with a published privacy policy. EXCEPT AS EXPRESSLY PROVIDED HEREIN, SYNACOR MAKES NO WARRANTIES OF ANY KIND AND EXPRESSLY DISCLAIMS ALL OTHER WARRANTIES, EXPRESS OR IMPLIED,
INCLUDING BUT NOT LIMITED TO THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. SYNACOR 

  
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	 	DOES NOT WARRANT OR MAKE ANY REPRESENTATION REGARDING THE PORTAL OR ANY CONTENT PROVIDED TO CLIENT OR THE RESULTS TO BE OBTAINED FROM THEIR USE. IN PARTICULAR,
SYNACOR DOES NOT WARRANT THAT THE PORTAL WILL BE ERROR FREE OR WILL OPERATE WITHOUT INTERRUPTION. 

  

	8.2	Client Representations and Warranties. Client represents and warrants that: (a) it has all rights necessary to enter into and perform this Agreement and to
grant the limited rights and licenses granted herein including, without limitation, all necessary rights in the Client Materials; (b) [*] (d) it will maintain and comply with its published privacy policy. Client shall be fully
responsible for, and shall reimburse Synacor for, any and all liabilities of Synacor arising out of any misrepresentation concerning the Services or the capabilities of the Services made by Client or by an employee, agent or authorized
representative of Client to any User, prospect or other third party, except to the extent Synacor has made such representation to Client hereunder. EXCEPT AS EXPRESSLY PROVIDED HEREIN, CLIENT MAKES NO WARRANTIES OF ANY KIND AND EXPRESSLY
DISCLAIMS ALL OTHER WARRANTIES, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO THE IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. 

 

	8.3	Synacor Indemnifications. Synacor shall indemnify, defend, and hold Client harmless from and against any and all judgments, costs, damages, suits, actions,
proceedings, expenses and/or other losses, including reasonable attorney’s fees (collectively “Claims”) suffered or incurred by Client from any third party claim arising .out of or relating to (a) Synacor’s breach of any of
its representations and warranties set forth herein or any grossly negligent act or omission of Synacor, its employees, or subcontractors, and (b) any claim that the Services or the Synacor Content infringe, misappropriate or violate the
intellectual property rights of any third party. 

  

	8.4	Client Indemnification. Client shall indemnify, defend, and hold Synacor harmless from and against any and all Claims suffered or incurred by Synacor from
(a) any third party infringement claim arising out of or relating to Client Materials, (b) any breach of Client’s representations and warranties set forth herein, or (c) any. grossly negligent act or omission of Client, its employees,
or agents. 

  

	8.5	 Claims. In case any Claim is brought by a third party for which a party (the “Indemnifying Party”) is required’ to indemnify the
other party (the “Indemnified Party”) pursuant to this Section 8, the Indemnified Party shall provide prompt written notice thereof to the Indemnifying Party (provided, however, that any failure or delay in notice shall not excuse the
Indemnified Party of its obligations hereunder) of such Claim, and the Indemnifying Party shall assume the defense of such Claim. The parties shall cooperate reasonably with each other in the defense of any Claim, including making available (under
seal if desired, and if allowed) all records reasonably necessary to the defense of such Claim, and the Indemnified Party shall have the right to participate in the defense of such Claim with counsel reasonably satisfactory to the other party at its
own expense. The Indemnifying Party shall not enter into any settlement of any Claim without the prior written consent of the Indemnified Party (such consent not to be unreasonably withheld) if Indemnified Party’s rights would be directly and
materially impaired thereby. Without limiting the foregoing, in the event of any Claim or threatened Claim of infringement involving a portion of any Software and/or Services provided by Synacor, Synacor may (at Synacor’s option)
(i) procure the right or license for Client to continue to use and otherwise exploit in accordance with the terms hereof such portion of the Software and/or Services on commercially reasonable license terms, or (ii) if

  
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	 	applicable, replace the same with a non-infringing version of equivalent function and performance, or (iii) modify or alter (to the extent that Synacor has rights
to so modify or alter), or delete any such portion of the Software and/or Services, as the case may be, so as to make such portion non-infringing while maintaining substantially comparable functionalities and capabilities of such parts of the
Software and/or Services that are material to Client’s then-current or demonstrably anticipated use hereunder. If options (i) and (ii) are not commercially reasonable, Synacor may terminate this Agreement or the rights and licenses
granted hereunder. In addition, Client may require Synacor to remove some or all of the Synacor Content if Client becomes or believes that it may become the subject of a third party’s intellectual property right claim that relates to such
Synacor Content. 

 9 Limitations of Liability 
 NOTWITHSTANDING ANYTHING TO THE CONTRARY CONTAINED IN THIS AGREEMENT, (I) NEITHER PARTY SHALL BE LIABLE TO THE OTHER PARTY, ITS AGENTS, AFFILIATES, CLIENTS, OR ANY OTHER PERSONS, FOR ANY LOST PROFITS
OR INDIRECT, INCIDENTAL, SPECIAL, PUNITIVE, CONSEQUENTIAL OR SIMILAR DAMAGES, EVEN IF ADVISED IN ADVANCE OF THE POSSIBILITY OF SUCH DAMAGES, AND (II) EXCEPT FOR EITHER PARTY’S INDEMNIFICATION OBLIGATIONS FOR THIRD PARTY CLAIMS RELATED TO
INTELLECTUAL PROPERTY INFRINGEMENT UNDER THIS AGREEMENT, IN NO EVENT WILL EITHER PARTY BE LIABLE TO THE OTHER FOR ANY AND ALL CAUSES, IN THE AGGREGATE, ARISING OUT OF, RELATING TO, OR IN CONNECTION WITH THIS AGREEMENT OR THE PERFORMANCE OF ITS
OBLIGATIONS HEREUNDER EXCEEDING [*] 
 10 Open APIs and RSS Feeds 
 From time to time, Synacor may offer Client the ability to include certain functionality on the Client Branded Portal that Synacor has integrated via a publicly available open APIs, RSS feeds, or similar
technology. The providers of open API’s and RSS feeds often (i) do not include product representations, warranties or indemnifications in their terms of use, (ii) make no commitment that the functionality will continue to be
available, and (iii) disclaim liability associated with such products. As such, unless otherwise available from a provider, Synacor is not able to pass on any warranties nor take on any liability or indemnities related to such open APIs, RSS
Feeds, or similar technology or any performance or use thereof. 
 If Client elects to have Synacor include functionality made available through
open APIs, RSS feeds, and the like on the Client Branded Portal, notwithstanding anything to the contrary in this Agreement, the following will apply thereto: 
  

	 	a)	Such functionality is provided on an “as is” basis, and Synacor makes no representations or warranties of arty kind, whether express, implied, statutory or
otherwise with respect thereto and any use or inability to use such functionality. Synacor disclaims all warranties related thereto, including, but not limited to, any implied warranties of merchantability, fitness for a particular purpose, and
non-infringement; 

  

	 	b)	Synacor disclaims any liability for any damages of any kind arising from use of, or inability to use, such functionality, or from any removal of such functionality from
the portal, including, but not limited to direct, indirect, incidental, punitive, consequential or exemplary damages, including without limitation lost data, business or anticipated profits, unless Synacor was aware of or advised of the possibility
of such damages; and, 

  
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	 	c)	Notwithstanding any indemnifications set forth in this Agreement, Synacor will not indemnify Client (or any other party) for any claims related to such functionality or
any use thereof. If at any point, Client has concerns about the functionality or any use thereof, Client’s sole recourse is to remove or request removal of the functionality from the Client Branded Portal. 

11 Public Relations 
 Except as it
relates to Client’s marketing of Portal and related matters to its Users, neither party will issue any press release, nor otherwise disclose any information concerning this Agreement without the prior written consent of the other. The parties
agree that a joint press release regarding the establishment of their relationship may be appropriate and, if deemed appropriate, the parties shall use good faith to arrive at a mutually agreeable press release. 

12 Records and Audit 
 Each party may
audit the financial books and records and associated internal control systems of the other party solely relating to payments due and payable hereunder (the “Relevant Records”) not more frequently than once during any twelve (12) month
period and take extracts from and/or make copies of such records. Each party shall maintain during the Term and for a period of two years, thereafter all books, records, accounts, and technical materials regarding its activities in connection
herewith sufficient to determine and confirm all amounts payable to the other party and all compliance with all other material obligations hereunder. Upon a party’s request and with thirty (30) days’ prior written notice, the other
party will permit an independent certified public accountant auditor or agent of the requesting party’s choice to whom the other party has no reasonable objection (the “Auditor’) to examine and audit, during normal business hours,
such Relevant Records pertaining to any time period within the Term of the Agreement and any relevant Wind Down Period; provided, however, that any particular Relevant Records may only be audited once and extracts may only be taken thereform or
copies made thereof for the sole purpose of verifying the correctness of payments made pursuant, hereto. Unless otherwise agreed by the parties in writing, such examination shall be in material accordance with generally accepted accounting
principles. If such audit reveals that amounts paid either party are Jess than amounts it should have paid for the audited period, then the audited party, if it agrees with the results of the audit, shall pay any unpaid delinquent amounts within ten
(10) days of the other party’s request. If the audited party disagrees with results of the audit, the parties shall agree upon a dispute resolution mechanism utilizing an independent third party to resolve the dispute. To the extent such
examination discloses an underpayment for the audited period of the greater of five percent (5%) or Fifteen Thousand Dollars ($15,000.00) (the “Shortfall”), the audited party shall fully reimburse the other party, promptly upon
demand, for tile reasonable, fees and disbursements due the Auditor for such audit; provided that such prompt payment shall not be in lieu of any other remedies or rights available to such other party hereunder. In all other events, all fees and
expenses of the Auditor under this Section shall be paid by auditing party. Further, in the event of a Shortfall, the auditing party may then audit the Relevant Records quarterly. Each party shall be responsible to keep all Relevant Records during
the term of this Agreement and any relevant Wind Down Period, and twelve (12) months thereafter. Auditing party’s right to audit the Relevant Records will continue for a period of twelve (12) months following the last date on which
the auditing party is entitled to payment. If an audit reveals an overpayment, the auditing party shall promptly notify the other and shall pay the amount of any such overpayment to the other party within ten (10) days thereafter. 

13 General Provisions 
  

	13.1	Assignment. This Agreement is not transferable by either party without the other’s prior written consent (which shall not be unreasonably withheld), except
that either party may (without consent) assign its rights and obligations hereunder to any of its affiliates or to any successor to all or substantially all of its business (by sale of equity or assets, merger, consolidation or otherwise). This
Agreement will be binding upon, and inure to the benefit of, the successors, representatives and permitted assigns of the parties. 

  
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	13.2	Entire Agreement. This Agreement constitutes the entire agreement, and supersedes all prior negotiations, understandings or agreements (oral or written), between
the parties concerning the subject matter of this Agreement. In the event of any conflict or inconsistency between the terms and conditions in the Agreement and any Supplement, the terms and conditions of the Agreement will prevail. Any different or
additional terms contained in any purchase order, confirmation or similar form, even if signed by the parties after the date hereof, shall have no force or effect. 

 

	13.3	Independent Contractors. The parties hereto are independent contractors, and no agency, partnership, joint venture, or employment relationship is created as a
result of this Agreement and neither party has any authority of any kind to bind the other in any respect. 

  

	13.4	Third Party Beneficiaries. This Agreement is intended for the sole and exclusive benefit of the parties hereto. Except for the parties hereto or as may be
expressly provided in any Supplement, no third party shall have any right to rely upon this Agreement for any purpose whatsoever. 

  

	13.5	No Waiver. The failure of either party to enforce its rights under this Agreement at any time for any period shall not be construed as a waiver of such rights.
No change, modification or waiver to this Agreement will be effective unless in writing and signed by both parties. 

  

	13.6	Illegality or Unenforceability. In the event that any provision of this Agreement shall be determined to be illegal or unenforceable, that provision will be
limited or eliminated to the minimum extent necessary so that the Agreement shall otherwise remain in full force and effect and enforceable. 

  

	13.7	Notices. All notices under this Agreement will be in writing and will be deemed to have been duly given when received, if personally delivered; when receipt is
electronically confirmed, if transmitted by facsimile or e-mail; the day after being sent, if sent for next day delivery by recognized overnight delivery service; or upon receipt, if sent by certified or registered mail, return receipt requested.
Notices should be directed to the attention of the person named on the first page of this Master Agreement, and a copy must be sent to the attention of each party’s respective Legal Department. 

 

	13.8	Governing Law. This Agreement shall be governed by and construed in accordance with the laws of the State of New York, USA, without regard to the conflicts of
laws provisions thereof. This Agreement shall not be governed by the United Nations Convention of Contracts for the International Sale of Goods, the application of which is hereby expressly excluded. 

 

	13.9	Headings. Headings are for convenience of reference only and shall in no way affect interpretation of the Agreement. 

 

	13.10	Counterparts. This Agreement may be executed in one or more counterparts, each of which shall be deemed an original, but all of which taken together shall
constitute one and the same instrument. Execution of a facsimile copy shall have the same force and effect as execution of an original, and a facsimile signature shall be deemed an original and valid signature. 

 

	13.11	Non-Restrictive Relationship. Except as otherwise stated herein, nothing in this Agreement shall preclude either party from entering into similar agreements with
other parties or independently developing, acquiring, marketing, promoting, selling, and distributing similar or other products or services. 

  

	13.12	Continued Payment and Performance if Dispute. In the event a dispute arises between Client and Synacor with respect to this Agreement, all payment and
performance obligations under this Agreement will continue, and neither party will be entitled to withhold payment from the other party under this Agreement while the dispute is being addressed by the parties. In addition, the parties acknowledge
that during the Term of this Agreement there may be changes to the market or the parties’ business and financial conditions, or changes to anticipated revenues to either party under this Agreement. Notwithstanding the foregoing, all payment and
performance obligations under this Agreement will continue in the event of such changes. 

  
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	13.13	Export Control. Each party shall also at all times comply with all United States laws and regulations governing the license and delivery of technology, products,
and technical data abroad, including but not limited to the Export Administration Regulations issued by the Department of Commerce, International Trade Administration, and Bureau of Export Administration, and any successor provisions thereof.
Synacor shall promptly provide Client with all export classification information for Synacor Property, if any. 

  

	13.14	No Client Minimum Obligation. Nothing in the Agreement shall be construed as placing any obligation upon Client to distribute or sell a minimum number of
Client Products or to generate a minimum number of Users. 

 IN WITNESS WHEREOF, the patties hereto have executed this
Agreement as of the Effective Date. 
  

			
	 Synacor, Inc.
	 	Toshiba America Information Systems, Inc.
	 Signature: /s/     George Chamoun
	 	/s/     Jeff Barney
	 Name: George Chamoun
	 	Jeff Barney
	 Title EVP SALES & MARKETING
	 	Vice President & General Manager, Digital
		 	Products Division
	 Date: 7/26/2010
	 	7/23/10

  
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Schedule A 

Product & Pricing 

1 Client Branded Portal 
  

	1.1	Client Branded Portal Elements. Creation, Hosting and Maintenance of Client Branded Portal. Synacor will develop, establish, host and maintain the Client Branded
Portal in exchange for the fees payable by Client to Synacor as set forth below. The Client Branded Portal deliverables consist of the following product elements: 

 

	 	a)	Development of the “Client Branded Portal” with elements of Synacor’s standard portal template branded with Client presentation layer (look and feel,
logos, trademarks, etc.) as determined mutually by Client and Synacor; 

  

	 	b)	Content Publishing and Administration Components; 

  

	 	c)	Personalization elements of Client Branded Portal for establishment of User preferences on display (to be added when applicable based on mutual agreement of the
parties); 

  

	 	d)	Application Portal Interfaces (“API’s”) for unified registration login and update (to be added when applicable based on mutual agreement of the parties);

  

	 	e)	Hosting of portal framework and Synacor Content within Synacor’s data center; 

 

	 	f)	User Authentication as agreed upon by the parties; and 

  

	 	g)	Synacor will include links to Client’s terms of use and privacy policy on each page of the Portal substantially in the form set forth in Schedule F.

  

	1.2	Portal Content. The below-listed initial Content will be provided, subject to the Content Provider’s approval, by Synacor and integrated into the Client
Branded Portal. Content, including the Content listed below, that is provided without cost to the User, and that does not require a username and password to gain access shall be considered “Portal Content.” The following list of Content
may change from time to time as Synacor modifies its Content Providers and content mix or in response to Client requests. Provision and use of Content shall be subject to the terms and conditions in Schedule D attached to this Agreement.

  

	    	Synacor will initially provide Portal Content on the Client Branded Portal from the following Synacor Providers subject to such Synacor Providers’ approval:

 [*] 

  
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	 	Synacor	will use commercially reasonable efforts to obtain rights to Portal Content from the following Synacor Providers: 

[*] 
  

	1.3	Portal Best Practice Policies. Synacor’s current best practice policies for the Client Branded Portal are as follows and Client shall comply with them
throughout the Term of the Agreement: 

  

	 	a)	[*] 

  

	 	b)	[*] 

  

	1.4	Training. Synacor may at its option, and upon Client’s approval, provide training to the Client’s customer support/sales trainers for up to three
(3) days without charge. The Synacor trainer’s travel, lodging, and meal expenses incurred to provide on-site training will be reimbursed by the Client within Client’s corporate policy limits. Synacor will not incur any such expense
without prior Client approval. Training may include: Product knowledge & sales skills, technical support admin tool training and triage trouble shooting planning. 

 

	1.5	Promotional Campaigns. Synacor may, from time to time and with Client’s prior written approval, design and implement periodic marketing promotions
supporting the Client Branded Portal. 

  

	1.6	Additional Services. The following services are considered Additional Services. 

 

	 	a)	Integration beyond the Synacor APIs; 

  

	 	b)	Portal customization beyond the look and feel element placement, and similar options embedded in the Client Branded Portal template as of the date of launch; or

  

	 	c)	Other programming or customizations not specified as part of the initial launch fees. 

 

	1.7	Search Services Revenue Share. Synacor shall provide Search Services as provided in Schedule B of this Agreement. Synacor shall split the revenues it receives
from its Search Services provider (“Search Revenue”) [*] to Client and [*] to Synacor. These revenues shall be net of any direct payments, if any, made by Synacor to the Search Services Provider for such services relating to
this Agreement. 

  

	1.8	Advertising Revenue Share. Synacor and Client shall include advertising on the Client Branded Portal as specified in Schedule C of this Agreement. Synacor and
Client shall determine an Advertising Revenue share from the advertising revenue either party receives from advertising related to the Client Branded Portal as follows: 

 

	 	a)	Where advertising is sold by third parties (such as Advertising.com or Specific Media, etc.) all such Advertising Revenue (net of the third party’s cost) shall be
[*] 

  

	 	b)	Where advertising is sold by Client or Synacor, [*] of such Advertising Revenue shall be distributed to the selling party and the remaining [*] of such
revenue shall be [*] 

  
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	 	c)	The term “Advertising Revenue” includes all revenue earned by Synacor or Client from all video advertising, banner advertising, and other forms of advertising
that appears on or within the Client Branded Portal, whether sourced by Client, Synacor, or from third party advertising partners, less any fees due to third parties related to provision of such advertising, including but not limited to, ad serving
and advertising management services fees. 

  

	1.9	Costs. Client shall be responsible for [*] directly attributable to the Portal incurred by Synacor associated with (i) all Portal Content
(ii) bandwidth, (iii) hosting (including data center costs), (iv) reporting, and (v) other Services, provided by Synacor under this Agreement. Client shall not be responsible for any cost associated with any of Synacor’s
other clients. The approximate costs as of the Effective Date will be as set forth in Exhibit 1 to this Schedule A. Synacor shall deduct such costs from Client’s share of Search Revenue and Advertising Revenue. Unless otherwise agreed by the
parties in writing, Client shall be responsible to [*] associated with any Content it licenses directly from a Content Provider for inclusion on the Client Branded Portal. 

 

	1.10	Carriage Fees. Client may, from time to time, choose to utilize Synacor integrated services for the distribution of Client Content. If any such Services are
required, [*] 

  

	1.11	Payment Terms. All payments due from Synacor to Client shall be made in accordance with Section 6 of this Agreement. 

 

	1.12	Taxes. Payment of taxes by Client will be in accordance with Section 6.3 of the Agreement. With respect to Products and Services sold by Synacor pursuant to
this Agreement, (a) in States within the United States where Synacor has a legal obligation to collect sales or use taxes, Synacor will be solely responsible for the collection and remittance of any and all applicable sales or use taxes; and
(b) in any jurisdiction outside of the United States where Synacor is subject to value added tax, goods and services or any similar taxes, Synacor will be solely responsible for the collection and remittance of any and all applicable GST,
value-added tax, or other consumption-based tax. 

  

	1.13	Reporting Terms. Within fifteen (15) days following the last day of each calendar month, Synacor shall provide Client with a report, in electronic format,
stating the following: 

  

	 	•	Synacor’s gross revenue received from its Search Services Provider and advertisers, net revenue (defined as Synacor’s gross revenue related to search and
advertising less all applicable costs and fees as set forth in this Agreement), and Client’s share of revenue related to search and advertising, 

  

	 	•	The number of unique visitors and page views, 

  

	 	•	The number of advertising impressions and advertising revenue, and Client’s share of the revenue, and, 

 

	 	•	If applicable, Adsense for Search (AFS) impressions and revenue, search service fees, and Client’s share of the revenue. 

  
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Exhibit 1 

To Schedule A 
 Estimated
Costs as of the Effective Date. True monthly costs will be based on content mix, the number of unique Users and other usage metrics to be determined. 
 [The following example is provided solely as a representation of the type of information that should be included in the calculation of costs pursuant to Section 1.9 of Schedule A for the Client
Branded Portal.] 
  

			
	Portal Content	  	[*]
	Ad Fees ([*] etc.)	  	[*]
	Search Fees (Fee to [*])	  	[*]
	Bandwidth	  	[*]
	Hosting (Hardware, Space & Power)	  	[*]
	Reporting (Omniture)	  	[*]
		  	  

	 Total Monthly Expenses
	  	[*]

  
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Schedule B 

Search Services 
 The
following establishes the terms and conditions by which the parties will work together to facilitate the delivery of search related services to Client’s Users. 
  

	 	1.	Definition of Search Services and Selection of Search Services Provider. Synacor shall be the exclusive provider of services on the Client Branded Portal, that
enables End Users to receive descriptions and links associated with search results from search boxes (“Search Services”) placed within the Client Branded Portal, through an agreement with a Search Services provider (“Search Services
Provider”). 

  

	 	2.	Operation of Search Services. Each time a User enters a search request in a search box (a “Search Query”) Synacor shall return to such User a set of up
to ten (10) search results (each such set being referred to as a “Search Results Set”) and additional paid links (“Sponsored Links” or “AFS Ads”) as agreed to by the Parties. 

 

	 	3.	Hosting and Control. At all times during the Services Term, Synacor shall (a) deliver and manage any and all pages that comprise the sites on which Search
Services are provided; (b) maintain complete technical and editorial control of the Client Branded Portal; and (c) act as the intermediary for all transmissions between Search Services Provider and such sites. 

 

	 	4.	Context Sensitive Advertising. Synacor may also provide context sensitive advertising (“Adsense for Content Ads” or “AFC Ads”) within the
Client Branded Sites, provided Synacor will use commercially reasonable efforts to ensure that such advertising does not include advertisements for any of Client’s competitors included in Client’s Competitor’s List attached hereto as
Schedule G. 

  

	 	5.	Disclaimers. Client understands and agrees that Search Services Provider shall not be liable for any damages, whether direct, indirect, incidental or
consequential, arising from the site’s access to or use of the Search Services; 

  

	 	6.	No Warranties. Client understands and agrees that Search Services Provider makes no warranties, express or implied, with respect to the Search Services,
including without limitation, warranties for merchantability, fitness for a particular purpose, and non-infringement; 

  

	 	7.	Client Not Third Party Beneficiary. Client expressly acknowledges and agrees that Client is not a third party beneficiary under any agreement between Synacor and
Search Services Provider. 

  

	 	8.	Search Bar. Client expressly grants Synacor permission to include a search bar on the Client Branded Sites above the fold in a location mutually agreeable
to the parties. 

  
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Schedule C 

Advertising 
 The
following establishes the terms and conditions by which the parties will work together to facilitate the delivery of the Advertising to Client. 

1. Advertising Services. The advertising services provided by Synacor may include, without limitation, the integration of e-commerce,
video, banner advertising and other forms of advertising or advertising support content (videos with pre-rolls ads included), in contextually relevant programmed areas throughout the Client Branded Portal (“Advertising Services”). Synacor
may sell advertising inventory directly to advertisers or through advertising networks or other third parties. 
 2. End-user Rights
Regarding Advertising. Client agrees to include language in its privacy policy clearly disclosing that third parties may be placing and reading cookies on End Users’ browsers, or using web beacons to collect information, in the course of
ads being served on is websites. Client’s privacy policy should also include information about End User options for cookie management. Client will provide to Synacor a copy of its privacy policy for reference. Synacor may, but has no obligation
to, review Client’s privacy policy for the purposes of verifying that the foregoing requirement is included. 
 3. Advertisement
Removal and Excluded Advertising. Client reserves the right to request that Synacor remove any advertisement that is related to a competitor included on Client’s Competitors List attached as Schedule G or that Client, in its reasonable
discretion, determines is inconsistent with Client’s brand, image, or company values or a site which a customer of Client files a formal complaint. Synacor shall disable such advertisement within twenty-four (24) hours from the Client
Branded Portal after receiving written notice, including via email, from Client. 
 4. Advertising Inventory. The parties agree
that Synacor shall have the right to include advertising, except as restricted above in Section 3 of this Schedule C, on each of the pages of the Client Branded Portal including at least two (2) advertisements on each page, with at least
one (1) of those being of significant size completely above the fold in high resolution. Additionally, Synacor may include text links and sponsorships in a commercially reasonable manner on the Client Branded Portal. 

5. Client Provided Advertising. Client may include advertising on the Client Branded Portal provided it meets the following criteria:

  

	 	a)	The advertising is direct advertising, not advertising sold through third parties (such as Advertising.com or Specific Media). 

 

	 	b)	The cost per thousand impressions (“CPM”) for such advertising shall be greater than the minimum threshold set by Synacor on a quarterly basis.

  

	 	c)	Any advertising must have a frequency cap no greater than five (5) times in a 24-hour period. 

  
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Schedule D 

Content Distribution Terms and Conditions 
 1. Content. The content to be distributed hereunder may be obtained by Synacor (the “Synacor Content”) and/or by Client (the “Client Content”). The Synacor Content and
the Client Content are hereinafter referred to collectively as the “Content”. Distribution rights to the Synacor Content will be obtained by Synacor from third party content providers (each individually a “Synacor Provider” and
collectively, the “Synacor Providers”) for the non-exclusive distribution by third parties including, but not limited to, Client. The Client Content will be owned by Client or licensed by Client from third party Content providers (each
individually a “Client Provider” and collectively, the “Client Providers”). The Client Providers and the Synacor Providers are hereinafter referred to collectively as the “Providers”. 

2. Users, Registration Pages. It is intended that the Content will be accessed by Client’s Users through the System described in
Section 3 of this Schedule D. Synacor may require the use of User interfaces or other identification verification methods in order for the Users to access the Content. As may be determined by the parties and subject to revision during the Term
as the parties may determine. The Content will be hosted and served by the party providing such content unless otherwise agreed in writing by the parties. 
 3. Content Hosting and Delivery System. Synacor will provide to Client limited access to a content management system (the “CMS”). Depending upon the CMS implementation for Client,
as may be revised during the Term by written consent of the parties, hosting and serving of Client Content may be provided by Client, Client Providers, or Synacor, and hosting and serving of Synacor Content may be provided by Synacor or by Synacor
Providers. Through the CMS, Synacor can: (i) offer new Content which it has obtained for distribution; (ii) edit or modify the editorial Content and design of the web pages with which the User interacts in order to access the Content; and
(iii) remove any or all of the Content from availability to Client’s Users pursuant to this Agreement. Client shall notify Synacor of its decisions regarding the offering of Content on the Client Branded Portal in writing, including email,
and Synacor shall take all commercially reasonable steps necessary to implement any such Client decisions as soon as is reasonably practicable provided, however, that where Client requests that any specified piece of Content be removed from the
Client Branded Portal, Synacor shall remove such title or titles from the Client Branded Portal as expeditiously as possible, and in all events within forty-eight (48) hours after receipt of notice from Client. 

4. User Billing. User billing, if any, will be the sole responsibility of Client unless Synacor chooses to use its own billing system,
which will be determined by the parties prior to the launch of any Service requiring payment directly from the User. 
 5. Licenses.

  

	 	a)	Subject to the provisions of the Agreement, Synacor grants to Client during the Term, a limited, non-exclusive, non-transferable right and license to transmit and
distribute individual copies of the Synacor Content, solely for purposes of distributing the Synacor Content to Users located in the United States in connection with the distribution of Content to Users pursuant to this Agreement. Client expressly
agrees that it shall not, and shall not permit any third party within its control, to duplicate, copy, modify, amend, add to, delete from, or otherwise make any change whatsoever in the Synacor Content or otherwise violate any intellectual property
rights in the Synacor Content including but not limited to copyrights of third parties therein. 

  

	 	b)	 Subject to the provisions of the Agreement, Client grants to Synacor during the Term, a limited, non-exclusive, non-transferable, royalty-free right
and license to: (i) transmit and distribute individual copies of the Client Content, solely for purposes of distributing the Client Content to 

  
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	 	Users; and (ii) use and utilize such Client and Client Provider trademarks, logos and other works in connection with the distribution of Content to Users pursuant
to this Agreement. Synacor expressly agrees that it shall not otherwise, and shall not permit any third party to, duplicate, copy, modify, amend, add to, delete from, or otherwise make any change whatsoever in the Client Content or otherwise violate
any intellectual property rights in the Client Content including but not limited to copyrights of third parties therein. 

  

	 	c)	As to individual pieces of Content, the rights and licenses to use such Content as granted herein shall expire upon the expiration or earlier termination or expiration
of the agreement pursuant to which distribution rights and license to such Content were obtained. Either party (the “Terminating Party”) shall have the right to terminate this Agreement immediately as to any particular Content upon notice
to the other party: (i) if the Terminating Party reasonably believes the distribution of such Content exposes it to potential legal liability; or (ii) in the event a Synacor Provider or Client Provider ceases to operate a site, produce, or
distribute such Content. 

 6. Proprietary Rights. 

 

	 	a)	Subject to the rights and licenses granted in the Agreement, Synacor (and its licensors including but not limited to the Synacor Providers) retains all rights, title
and interest in and to all copyrights, trademarks, trade names logos patents and other intellectual property and proprietary rights in and to the Synacor Content. No title to or ownership of any Synacor Content and/or any part thereof is hereby
transferred to Client or any third party. Synacor also retains all rights, title and interest in and to Synacor’s trademarks, trade names and logos. As between Client and Synacor, Client agrees that Synacor is the sole owner of the CMS and all
technology, software and other intellectual property used by Synacor in connection with the performance of this Agreement and that Client shall make no claims thereto. Client shall comply with all reasonable requests of Synacor to protect the
proprietary rights of Synacor and its licensors. 

  

	 	b)	Subject to the rights and licenses granted in the Agreement, Client (and its licensors including but not limited to the Client Providers) retains all rights, title and
interest in and to all copyrights, trademarks, trade names, logos, patents and other intellectual and proprietary rights in and to the Client Content. No title to or ownership of any Client Content and/or any part thereof is hereby transferred to
Synacor or any third party. Client also retains all rights, title and interest in and to Client’s trademarks, trade names and logos. Synacor shall comply with all reasonable requests of Client to protect the proprietary rights of Client and its
licensors. 

  

	 	c)	AU licenses, rights, title, interest and intellectual property rights of any kind in and to the Content are entirely owned by and reserved to the applicable Provider
and may be used by the Provider in such manner as the Provider may choose. Without limiting the foregoing, each party hereby assigns to the applicable Provider all right, title and interest in the Content provided by the Provider, together with the
goodwill attaching thereto, that may inure to such party in connection with this Agreement or from such party’s use of the Content hereunder. Each party agrees to execute and deliver to a Provider or the other party as requested any documents
required to register it as a registered user of any Content and to follow any instructions of a Provider or the other party as to the use of any Content. Each party agrees that it will not, and will not assist any third party to, register or attempt
to register any trademark, trade name or other intellectual property right related to any Content or any derivation or adaptation thereof or any work, symbol, design, or mark which is so similar thereto as to suggest a relationship with any Provider
or affiliate of a Provider. Each party agrees that it will not, nor will it assist any third party to, challenge the validity or ownership of any patent, copyright, trademark, or other intellectual property registration of any Content. If a party
breaches any provision of this Section 6 of Schedule D, such party agrees that it will, at its expense, immediately terminate the unauthorized activity and promptly execute and deliver to the other party or a Provider, as requested, such
assignments and other documents as required to transfer to the Provider all rights to the registrations, patents or applications involved. 

  
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7. Content Provider Requirements. 
  

	 	a)	Client agrees to utilize the User interfaces or other identification verification methods of the CMS, as described in Section 3 of this Schedule, without
modification, including but not limited to framing or co-branding, unless Client has obtained the prior written consent of Synacor to do otherwise. 

  

	 	b)	Client acknowledges and agrees that the look, feel, size, and placement of any Synacor Content on the Client Branded Portal (and any change or modification thereof) is
subject to Synacor’s approval, which may include terms, conditions, and restrictions on the use of such Synacor Content or which may be withdrawn at any time. 

 

	 	c)	Neither Synacor nor a Synacor Provider shall have any liability in the event a Synacor Provider exercises its rights to terminate the rights and licenses to use Synacor
Content. 

  

	 	d)	Client agrees that Synacor has the right to withdraw all Content upon termination or expiration of the Agreement (after the Wind-Down Period) without liability.

  

	 	e)	Without the consent of Synacor, Client will not: (i) send any interstitials, pop-up windows, or other messages or files to the User during the time in which any
Synacor Content is displayed, or (ii) sell any advertising in, on, or related to any Synacor Content, including but not limited to banners, buttons, links, streaming audio or streaming video advertisements. Client will not use the name, logo,
or any of the proprietary marks of any Synacor Provider in any sales, advertising or marketing materials unless Client has obtained Synacor’s written approval or unless Client has an existing independent agreement with that Synacor Provider
which will take precedence in this regard. 

  

	 	f)	Client and Synacor expressly acknowledge that each Provider is a third party beneficiary to the Agreement solely for purposes of enforcement of the provisions of this
Agreement relating to the Provider’s Content and that any Provider may, in its sole discretion, take any and all action, including but not limited to, commencing any legal action to enforce its rights pursuant to this Agreement.

  
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Schedule E 

Service Level Agreement and Customer Support Procedures 
 Service Levels 
  

	1	General 

 Synacor shall provide the agreed
to service levels seven (7) days a week, twenty-four (24) hours a day, consisting of monitoring, notification, repair of service outages and maintenance, as set forth in this Service Level Agreement (“SLA”). 

It is expected that the evaluation of Synacor’s performance against this SLA will be evaluated on a monthly basis beginning ninety (90) days
from the Effective Date of the Agreement. 
 This SLA excludes events resulting from failures of Content Providers’ hosting and/or delivery
systems, acts of God, war, acts by civil or military authorities, energy shortages, or other causes beyond Synacor’s reasonable control, whether or not similar to the foregoing. 
 CONTACT INFORMATION: 
 Technical Service Support: 866.535.8286 or tss@synacor.com

 Network Operations Center: 800.716.8347 or noc@synacor.com 
 The foregoing Contact information may change upon reasonable notice to Client. 
  

	2	Monitoring 

 In an effort to detect
potential problems before they impact the availability and performance of the system or services, Synacor continuously monitors the status of the systems using both automated and manual tools employed in its 24 by 7 network operations center (NOC).

  

	3	Portal Availability 

  

	3.1	“Portal Availability” means that the Portal is fully functional with [*] average uptime in any calendar month where uptime is measured by the following
formula: (total minutes for the given month – total minutes downtime defined per section 3.4) / (total minutes for the given month). For these purposes, “Fully Functional” means that the Client Branded Portal is continuously
operable, available, and responsive to Client’s Users without significant delay or malfunction. 

  

	3.2	“Downtime (Portal unavailability) is the inability for Synacor’s systems to deliver the Portal on which measurement will be based on exceeding [*] that
(a) commences as of the earlier of (i) the time Synacor detects and incidence of a service interruption or (ii) the time that client notifies Synacor of such interruption, and (b) ends when the service is substantially restored
or a workaround is identified and implemented. 

  

	3.3	Portal Availability excludes: 

  
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 CONFIDENTIAL TREATMENT REQUESTED 

 

	3.3.1	Downtime or degradation attributable to Scheduled Maintenance (as defined herein); 

 

	3.3.2	The inability of Users to access Content as a result of such Users’ Internet/network connection; 

 

	3.3.3	Impediments affecting the path (route) traveled in accessing Synacor’s systems except for those facilities owned, operated or maintained by Synacor or by a third
party on behalf of Synacor; 

  

	3.3.4	Downtime or degradation resulting from bugs in third-party software not caused or detected by Synacor; and 

 

	3.3.5	The inability of Synacor Providers and Client Providers to update or deliver Content, provided that the inability is not due, in whole or in part, to Synacor.

  

	3.3.6	Downtime or degradation attributable to a security intrusion event as described in Section 5 SECURITY, below in this Schedule, or a ‘denial-of-service’
attack from external sources outside Synacor’s control, unless Synacor has negligently failed to provide industry standard security to protect against such attack. 

 

	3.3.7	Downtime or degradation attributable to problems with Client-provided data API’s, authentication mechanisms or similar services. 

 

	3.4	Due to Synacor’s distributed architecture and redundancy, it is likely that Downtime or degradation may only affect a subset of the total user base. Therefore,
Downtime will be computed based upon the percentage of Users affected by the Portal unavailability compared to Client’s total User base. For example, if 10% of the User base was affected by the Downtime for thirty (30) minutes, the
official Downtime would be three (3) minutes. 

  

	3.5	Synacor agrees to take reasonable industry standard precautions to mitigate the risk of Downtime, including but not limited to: (a) use of anti-virus and
anti-trojan software for the portion of the Portal that Synacor manages; (b) installation of available hardware and software patches; (c) implementation of industry standard firewalls; (d) implementation of backup power generation
facilities, security systems, scheduled backups and fire protection systems; and (e) maintaining redundant internet providers. 

  

	3.6	Portal Availability Credits. If Client makes a request to Synacor within thirty (30) days of the end of the month in which Synacor failed to meet the SLA, the
Portal Availability credits set forth below will be applied to Client’s account for each month during which Synacor failed to meet the required Portal Availability [*] during the Term of the Agreement. A credit of [*] owed by Client
under the Agreement in the applicable month, plus [*] by which Portal Availability fails to meet the required percentage, up to a maximum of [*] which would otherwise have been payable by Client to Synacor for the applicable month.

  

	3.7	Chronic Portal Unavailability: Client shall receive the credits set forth in Section 3.6 of this Schedule above, and in addition shall have the right to terminate
the Agreement upon thirty (30) days written notice to Synacor, in the event that the Client Branded Portal is unavailable for the duration of any of the following: 

 

	3.7.1	[*] 

  

	3.7.2	[*] 

  

	3.7.3	[*] 

  

	4	Client Changes and/or Actions 

 Client
acknowledges that it may have the ability to take actions or make any changes which can adversely affect the performance of the Services. In some cases, Synacor may be able to mitigate the risk of the

  
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RESPECT TO THE OMITTED PORTIONS. 

 CONFIDENTIAL TREATMENT REQUESTED 

actions or changes as described in the table below; provided however, that this risk mitigation will require Client to provide notice to Synacor of its
intent to make these changes, as well as all pertinent details, in advance of the actual change. In the event Client does not provide sufficient notice (as set forth in the table below), Synacor will not be responsible for any downtime, degradation
or other SLA-related problems that were directly attributable, in whole or in part, by the change. Synacor makes no representation or warranty that any Client change will be successful and Synacor shall have no liability for any changes or
modifications by Client or any third party, unless the change is requested by Synacor. Some examples of when notice is required to be given to Synacor are delineated below. However, Client should always provide a reasonable amount of notice to
Synacor before taking any actions or making any changes that may adversely affect the performance of the Services, and Synacor reserves the right to require a postponement of any actions that it believes requires mitigation before deployment. If
Client fails to provide notice to Synacor prior to taking actions or making changes that may be subject to this Section, any degradation in performance will not be covered by the SLAs provided herein. 

  
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	 Action / Change
	  	 Risk
	  	 Synacor Mitigation
	  	 Required
 Notification

	[*]	  		  		  	
		  		  		  	
		  		  		  	
				
		  		  		  	
				
		  		  		  	

  
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RESPECT TO THE OMITTED PORTIONS. 
  

 CONFIDENTIAL TREATMENT REQUESTED 

 

							
	 Action / Change
	  	 Risk
	  	 Synacor Mitigation
	  	 Required
 Notification

				
	[*]	  		  		  	
				
		  		  		  	
				
		  		  		  	
				
		  		  		  	
				
		  		  		  	
				
		  		  		  	

  

	5	Security 

 Synacor’s Security Team
proactively evaluates security risk, develops and implements policies and incident prevention programs, educates management and staff about security policies, and handles computer security incidents. 

Portal Intrusion. In the event of a Portal intrusion by an unauthorized person or malicious code, affected parties will be notified and a solution
will be implemented. Notification will occur upon confirmation by Synacor’s Security Team that there was a bona fide intrusion event but no less than one (1) business day after detection. 

Network Security. Synacor maintains network firewalls and intrusion detection devices to prevent unauthorized access to the network infrastructure
and systems. Network attacks such as denial-of-service attacks are logged. Synacor will immediately notify Client when such attacks are verified. 

  
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 CONFIDENTIAL TREATMENT REQUESTED 

 

	6	 	Scheduled Maintenance Windows 

 Synacor
reserves one or more windows for weekly application revision/infrastructure maintenance, should the need for such maintenance arise. Typically Synacor conducts maintenance in a three (3) hour window from 2:00 AM to 5:00 AM Eastern Time every
Monday. However, Synacor may move or add maintenance windows as necessary. In the event a maintenance window will be needed in a given week, Synacor will notify Client no less than two (2) business days prior to the window. If it is determined
during the window that the scheduled maintenance will run over the allotted window, the Client will be notified immediately and receive regular updates until the maintenance is complete. During these scheduled maintenance windows and any extensions
thereof, the Client Branded Portal may be unavailable to Client and Client’s Users. Scheduled Maintenance Windows and extensions thereof are not counted against Portal Availability percentages. 

 

	7	 	Emergency Maintenance Notification 

 In
the event that emergency maintenance is required and it will adversely affect Client’s Users, Synacor will make reasonable efforts to notify Client about the emergency maintenance window. Notification will be based on practicality and the
degree of adverse affect on the applicable service or availability thereof. Emergency maintenance windows are counted against Portal Availability percentages, unless Synacor and Client mutually agree otherwise in writing (email being sufficient for
this purpose). 
 Customer Support Procedures 

 

	8	 	Incident Management 

 Tier 1 —
Client will provide first level support to End Users, consisting of (i) handling questions from End Users regarding customer/technical support, order processing, and use of the Service; (ii) accepting and responding to problem calls
from End Users relating to the Service as set out in the Agreement; (iii) supporting End User devices and underlying Client systems and architecture; and, (iv) providing notification to Synacor of changes, maintenance, outages of underling
systems that may affect Service. 
 Tier 2/Tier 3 — Synacor will provide second level support to Client, consisting of
(i) accepting and responding to problem escalations reported by End Users or representatives of Client with regard to problems that cannot be resolved by Client, (ii) resolving reported problems as set forth in the Agreement, and
(iii) providing notification to Client of changes, maintenance, and outages of underlying systems that may affect Service. 
 Synacor will
provide Client and End Users of Client (in the case of End Users, Tier 2 and Tier 3 level support) the following: 
 Technical Support offered
in English. 
 Email address for submitting 2nd level support incidents to Synacor. 
 Phone support 24 hours, 7 days a week. 
  

	9	 	Priority 

 Client will estimate the
priority at the time the incident is reported. The priority can change at any time during the process. 
 Incidents will be categorized by
product category, with the following priorities definitions: 
 Priority 1 (P1) means that the Client Branded Portal is substantially
non-operational that causes severe commercial impact and there are no known workarounds and/or system availability requirements 
 Priority 2
(P2) means that a problem with the Client Branded Portal that causes significant commercial impact which cannot be resolved (temporarily) by workarounds. 
 Priority 3 (P3) means a non-critical problem or incident with the Client Branded Portal where Client is able to continue utilize the Client Branded Portal and a workaround is not available. 

  
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Priority 4 (P4) means not a priority 1, 2, or 3 incident, non-critical with applicable workaround available. 

Support response time means the elapsed time between the receipt of incident escalation and the target time within which Synacor begins support as
verified by an email confirmation to Client. 
 Standard Support Response times are as follows: 

 

					
	 Incident
 Priority
	 	 Initial
 Response
	 	 Portal fix or Workaround
 Implemented

	P1	 	 [*]
	 	 [*]

	P2	 	 [*]
	 	 [*]

	P3	 	 [*]
	 	 [*]

	 P4
	 	 [*]
	 	 [*]

 Synacor will be responsible for the control and management of incident calls, assignment of priority, and escalation to
resources within Synacor in its sole and absolute discretion. Client may, however, request increase of priority and the parties may mutually agree to change. 

  
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 CONFIDENTIAL TREATMENT REQUESTED 

10 Escalation Path 
 The escalation
process consists of the reporting, troubleshooting, diagnosis, and resolution processes. All incidents are assigned to a Synacor Support Engineer in accordance with the Standard Support Response Times set forth herein. However, Synacor may choose
from time to time to handle issues outside of the escalation path indicated below if, in Synacor’s sole judgment or at Client’s request, such issues either need to be escalated more quickly or can be resolved without escalation.

  

					
	 Escalation
 Levels
	  	 Escalation Response Time
	  	 Synacor

	Level 1	  	Synacor Technical Support Agents available 24 hours per day, 7 days per week for Portal issues. M-F for vendor issues.	  	 Synacor TSS Team

tss@synacor.com

1.866.535.8286

			
	Level 2	  	Level 2 will be contacted if the issue is not answered within 15 minutes.	  	Support Supervisor
			
	Level 3	  	Level 3 will be contacted if the issue is not answered within 15 minutes from either Level 1 or Level 2.	  	Operations Support Manager
			
	Level 4	  	Level 4 will be contacted if the issue is not answered within 30 minutes from Level 1, Level 2 or Level 3	  	Client Release Manager
			
	Level 5	  	Level 5 will be contacted if the issue is not answered within 60 minutes from Level 1, Level 2, Level 3 or Level 4.	  	Account Manager

  
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Schedule F 
 Privacy Policy 
 Privacy Policy for start.toshiba.com 

This Privacy Statement applies to the online information gathering and data sharing practices of Toshiba America Information Systems, Inc.
(“Toshiba”) for this website only and does not apply to other Toshiba affiliates or our parent company, and such entities may have their own privacy policies. 
 Your privacy is important to Toshiba. This statement provides you with information about the type of personally identifiable information that is gathered and tracked through this website, how the
information is used, and with whom the information is shared. In general, you can visit Toshiba on the web without providing any information about yourself. However, there might be times when we may need information from you or we obtain information
about you when you or others provide us with such information. 
 Collection of Personal Information. We may collect your name,
address, e-mail address, domain name, phone number, user IDs and passwords, billing and transaction information, credit card and other personally identifiable information about you (“personal information”) and the products or services you
purchase or obtain from us. This information is collected, in general, from information you provide to us through this website when you purchase our products or services, when you complete a registration card, through your survey responses or rebate
forms, or through your filling out and submitting web forms requesting information from Toshiba. 
 Access to Your Information and Opting
Out. If you registered on our site to receive our newsletters, you may change your email address and newsletter preferences on our Subscription Center page by providing your email address. If you have made a purchase through this website
and set up an account, you may view your account information and make changes to certain information (e.g., your password or billing address) by logging in at the “My Account” page and providing your username and password. You may opt out
of receiving our newsletters or other marketing information from us by changing your preferences on our Subscription Center page, by unsubscribing using the link on any email you receive from us, or by replying to an email you receive from us and
putting the word “unsubscribe” in the subject or body of the email. If you opt out of receiving our newsletters or other marketing information, we may still send you certain types of communications, such as product updates for your
registered products, transactional or legal notification emails, warranty related communications and we may respond to requests from you by email. If you opt-out through one of these methods we will try to process your request within ten business
days. 
 Use and Sharing of Personal Information. We do not sell your personal information. We may use your personal information
to process your transactions, to contact you about products you have purchased, inform you of product and service opportunities that may be of interest to you, to conduct market research regarding Toshiba products or services, to customize the
content of our website for you, to support and enhance our communications with you, or for other business purposes. We may share your personal information within the Toshiba family of companies for business purposes and with other companies that
provide marketing or other services on our behalf and at our direction, but we do not permit them to use your information for their own direct marketing purposes. We may share your 

  
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personal information outside of the Toshiba family with companies that perform marketing or other services on our behalf and at our direction. We may
engage third parties to help deliver Toshiba ads, offers, and other online communications. These companies may collect and use information about you to help us better understand the effectiveness of our offers, promotions, and types of advertising
that appeal to our customers. Third party service providers and suppliers that are providing services for us are required to keep confidential the information received on behalf of Toshiba and are not to use it for any purpose other than to carry
out the services they are performing for us. We may enhance or merge your information collected online with other information you provide us through other sources including, but not limited to, product registration, call centers, rebate programs,
sweepstakes, or surveys, or data from third parties for purposes of marketing products or services to you. 
 If, in connection with a purchase
you wish to make from us, you choose to apply for or obtain credit or other payment mechanism that is offered at or through our website by a third party (“Lender”) such as a bank, then we may share your personal information with the Lender
or the Lender’s agents. In such an event, you may also become an applicant or customer of the Lender, and you should review the Lender’s privacy policy and information practices carefully as its privacy practices are not covered by our
Privacy Statement and we are not responsible for the Lender’s or Lender’s agent’s privacy practices or the content of the Lender’s or the Lender’s agent’s site. 
 We may share personal information if the disclosure is done as a part of a purchase, transfer, or change of control of our services or our assets (e.g., in the event that substantially all of our assets
are acquired by another party, personal information may be one of the transferred assets). 
 We may also share personal information in
connection with law enforcement, fraud prevention, and other legal action, or if Toshiba reasonably believes it is necessary to do so to protect Toshiba, its customers, or the public. 
 Cookies and Various Technologies. We use technology to help us deliver customized visitor experiences and understand trends and patterns. We may engage third parties to collect non-personal
information using “cookies” and/or other industry standard technologies (e.g., clear GIFS) to generate statistics, or measure and analyze website activity, in order to improve Toshiba web functionality and deliver content specific to you
and to better manage advertising of our products. The collected data also helps us determine which product, service, or support information may be appropriate for you and to help us maintain an efficient shopping experience for you. You can set your
browser to notify you before you receive a “cookie” or to turn off “cookies” completely. If you do so, however, some areas of our site may not function properly. 
 Information Security. Toshiba protects the quality and integrity of your personal information in accordance with commercially reasonable standards. We use industry-standard encryption
technologies when transferring and receiving credit card numbers to help us keep your information secure. If you would like to make a purchase, but do not want to provide your credit card information online, you may contact a sales representative
over the telephone. You should be diligent about maintaining the secrecy of your passwords and your account information. If you notice any inaccuracies in your personal information, please contact us immediately. While Toshiba strives to protect
your personal information, we cannot guarantee or warrant the security of any information you transmit to us. 
 Third Party
Websites. This Toshiba Site contains links to other third party websites that are not operated by us. We are not responsible for the privacy practices or the content of such third party

  
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websites. The information practices of those third party websites are not covered by this Privacy Statement. Other Toshiba co-branded websites may also
operate under their own privacy and security policies. 
 Children’s Privacy. Toshiba does not seek to collect personal information
about children through its website. If you are under the age of 18, please do not provide any personally identifiable information to us through this website. 
 Notification of Changes. From time to time, we may choose to change our privacy practices and this Privacy Statement. We will notify you of material changes to the Privacy Statement by posting a
revised Privacy Statement at this website. We recommend that you check back at this website on a periodic basis to review the then current Privacy Statement. 
 Questions regarding our privacy statement. If you have any questions about this Privacy Statement or our privacy practices, please contact us at: taisprivacy@tais.toshiba.com. This Privacy
Statement is effective as of September 22, 2008. 
 © 2004-2010 Toshiba America Information Systems, Inc. 

  
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Schedule G 

List of Client’s Competitors 
 For Personal Computers (desktops, laptops, Netbooks, SmartBooks, etc.) 
 [*] 

  
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 [*] = CERTAIN INFORMATION HAS BEEN OMITTED AND FILED SEPARATELY WITH THE COMMISSION. CONFIDENTIAL TREATMENT HAS BEEN REQUESTED WITH
RESPECT TO THE OMITTED PORTIONS. 

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For TV’s 
 [*] 

  
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 [*] = CERTAIN INFORMATION HAS BEEN OMITTED AND FILED SEPARATELY WITH THE COMMISSION. CONFIDENTIAL TREATMENT HAS BEEN REQUESTED WITH
RESPECT TO THE OMITTED PORTIONS. 

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Schedule H 

Mockups 
 [The following
example is provided solely as a representation of the type of information that might appear on the Client Branded Portal.] 
 

 

  
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Source: [{"source": "alea-institute/alea-institute/kl3m-data-edgar-agreements/train-00198-of-00352.parquet"}, [{"source": "alea-institute/alea-institute/kl3m-data-edgar-agreements/train-00198-of-00352.parquet"}]]