Document:

Master Agreement for U.S. Availability Services

 Exhibit 10.12 
 MASTER AGREEMENT 
 FOR 

U.S. AVAILABILITY SERVICES 
 BETWEEN 
 SUNGARD AVAILABILITY SERVICES LP 

(“SunGard”) 
 AND 
 JIVE SOFTWARE, INC. 

a Delaware corporation 
 (“Customer”) 
 DATED 

January 1, 2009 
  

 
 By the signatures of their duly authorized
representatives below, SunGard and Customer, intending to be legally bound, agree to all of the provisions of this Master Agreement. 

 

			
	SUNGARD AVAILABILITY SERVICES LP
		
	By:	 	    /s/ P.
Gerraras

			
		
	Print:	 	 P. Gerraras

			
		
	Print Title:	 	 SVP Sales

			
		
	Date Signed:	 	 December 18, 2008

			
	CUSTOMER: JIVE SOFTWARE, INC.
		
	By:  	 	 /s/ Robert F. Brown

			
		
	Print Name:	 	 Robert F. Brown

			
		
	Print Title:	 	 VP – Client Services

			
		
	Date Signed:	 	 December 16, 2008

 

  
 This agreement is
comprised of the general terms and conditions set forth below and the terms and conditions set forth in the services exhibit(s) attached hereto (each a “Services Exhibit”) and each Schedule (defined below) issued pursuant to
a Services Exhibit. The general terms and conditions set forth below and the Services Exhibit(s) and related Schedules are referred to collectively as the “Master Agreement” and the services described in the Services Exhibits
are referred to collectively as the “Services”. The Services selected by Customer shall be set forth on a schedule(s) which will designate the type of Services it covers by reference to one of the Services Exhibits (each a
“Schedule”). Each Schedule entered into hereunder represents a separate contract between SunGard and Customer or one of its Affiliates (as defined below) that incorporates and is governed by all of the terms of this
Master Agreement. Each Schedule may be signed by Customer or one of its Affiliates, and such signer shall be deemed to be “Customer” for purposes of that Schedule, provided that the Customer who signed this Master Agreement shall be
jointly and severally liable with such Affiliate for the performance of all obligations under such Schedule. If there is a conflict between the general terms and conditions set forth below, a Services Exhibit, or a Schedule, the order of precedence
shall be as follows: 1) the Schedule, 2) the Services Exhibit, and 3) these general terms and conditions. “Affiliate” means any entity which directly or indirectly controls, is controlled by, or is under common control with a
party for as long as such relationship remains in effect. 
 GENERAL TERMS AND CONDITIONS 

 

	
	  
 THE TERMS OF THIS MASTER AGREEMENT ARE CONFIDENTIAL

 Confidential Treatment Requested 

 

      

1.    CONTRACT TERM.  This Master Agreement shall continue in effect as long as there is a Schedule
in effect. The term of a Schedule, and Customer’s rights to use the Services selected on that Schedule, shall begin on the Commencement Date stated in that Schedule and continue in effect for the Agreed Term stated in that Schedule
(“Initial Term”). Thereafter, that Schedule shall automatically renew for successive one (1) month renewal terms, not to exceed three (3) such renewals, unless either party gives written notice of termination to the other at
least (a) one hundred twenty (120) days before the end of the initial Term or (b) fifteen (15) days before the end of the then current renewal term, as applicable. Customer acknowledges that SunGard requires this advance notice
due to the substantial long-term equipment and facilities commitments SunGard makes in reliance upon its customer contracts. Each Schedule is a non-cancelable contract that may be terminated only in accordance with its express terms; provided that
any termination of this Master Agreement under Section 4(a) will automatically terminate all outstanding Schedules. 

2.    FEES AND EXPENSES. 
 (a)  All undisputed Monthly or Annual Fees (as defined in a Schedule) shall be invoiced by SunGard in advance at the billing address defined in the Schedule. All other fees permitted to be
billed by SunGard under this Agreement, including any out-of-pocket expenses reasonably incurred by SunGard on behalf of Customer and referenced in this Master Agreement shall be invoiced by SunGard as and when incurred unless otherwise specified in
a Schedule. Customers payments for undisputed amounts shall be due within thirty (30) days after receipt of invoice. For any undisputed amount not paid when due, Customer will pay interest at the lesser of fifteen percent (15%) per annum
or the maximum amount permitted by law. Customer will notify SunGard in writing of any dispute it has with any particular invoice within fifteen (15) days after its receipt of such invoice and shall provide reasonable detail describing the
basis of such dispute. The parties shall work together in good faith to resolve any such disputed fees. If the parties mutually determine the Customer owes any Disputed Charge, Customer shall, within five (5) business days, pay such amount
including interest accrued from the date the payment was originally due. If the parties are unable to resolve the Disputed Charge within thirty (30) days of Customer’s notice of the same, the parties shall be entitled to pursue remedies
available hereunder. Unless Customer provides a valid tax exemption certificate, Customer shall be responsible for any sales, use, excise or comparable taxes assessed or imposed upon the Services provided or the amounts charged under a Schedule and
SunGard will include the same on the applicable invoice. 
 (b)  In the event that Customer elects to purchase the
additional Managed Services identified in the table below (“Specified Services”), SunGard agrees that the Monthly Fees for the Specified Services shall be those set forth in the table below for the first twelve (12) months following
the effective date of this Master Agreement; upon the anniversary of the effective date of this Master Agreement, SunGard may increase the Monthly Fees for the Specified Services provided that any increase shall not

 
exceed the Monthly Fee charged during the prior year plus three percent (3%). This pricing commitment shall only be valid and continue beyond the initial twelve (12) months following the
effective date of this Master Agreement if Customer has at least seventy-six (76) servers receiving both of the Specified Services before the expiration of such twelve (12) month period. In such event, this pricing commitment will continue
for the term of this Agreement. 

			
	Managed Services	 	 Monthly
 Fee
	*	 	*
	*	 	*

  

	3.    CONFIDENTIALITY.	

 (a)  All
information disclosed by one party to the other in connection with this Master Agreement shall be treated as confidential (“Confidential Information”). With respect to Confidential Information disclosed by one party
(“disclosing party”) to the other party (“receiving party”), (i) the receiving party shall hold such Confidential information in strict confidence using the same standard of care as it uses to
protect its own confidential information but not less than a reasonable standard of care, (ii) the receiving party shall not use or disclose such Confidential Information for any purpose except as necessary to fulfill its obligations under a
Schedule or this Master Agreement, or except as required by law provided that the disclosing party is given a reasonable opportunity to obtain, at its expense, a protective order (the receiving party shall reasonably cooperate with the disclosing
party in connection therewith), (iii) the receiving party shall limit access to such Confidential Information to such of its employees and agents who need such access to fulfill the receiving party’s obligations under a Schedule, and
(iv) the receiving party shall require its employees, agents and contractors who have access to such Confidential Information to abide by the confidentiality provisions of this Master Agreement. 

(b)  Without limiting the generality of the foregoing, such Confidential Information includes (i) with respect to
Customer, (A) Customer’s data and software (including Customer NPI as defined below) and the details of Customer’s computer operations and recovery procedures, which may include trade secrets of Customer, and (B) any non-public
information provided by Customer’s customers and end users including user-generated content (ii) with respect to SunGard, SunGard’s physical security systems, access control systems, specialized recovery equipment and techniques,
pricing information, Services Guides, and E-Testing Program, which include trade secrets of SunGard, and (iii) with respect to both parties, the terms of this Master Agreement and all Schedules and any detailed information regarding the
performance of this Master Agreement or any Schedule. Additional terms and conditions pertaining to sensitive financial or personal Information may be set forth in a particular Schedule pertaining to a unique customer of Customer. 

(c)  Confidential Information shall not include information that (i) is or becomes publicly available through no wrongful
act of the receiving party, (ii) was known by the receiving party without any obligation of confidentiality at the time of disclosure by the

 

  

	
	-2-

 
disclosing party, (iii) was obtained by the receiving party from a third party without restriction on disclosure, or (iv) was developed independently by the receiving party. 

(d)  To effect the purposes of a Schedule, Customer may from time to time provide SunGard with certain ‘nonpublic personal
information” as defined by the Gramm-Leach-Bliley Act of 1999 (Public Law 106-102, 113 Stat. 1138) and the rules and regulations promulgated thereunder (“Customer NPI”). To protect the privacy of Customer NPI pursuant to
the requirements of such act, SunGard shall, in addition to complying with the confidentiality requirements set forth above, (i) implement appropriate administrative, technical and physical safeguards designed to ensure the security and
confidentiality of Customer NPI, protect against any anticipated threats or hazards to the security or integrity of Customer NPI and protect against unauthorized access to or use of Customer NPI that could result in substantial harm or inconvenience
to a customer of Customer; and (ii) permit Customer to monitor SunGard’s compliance with the foregoing during Customer’s use of the Services, provided that such monitoring shall not interfere with another customer’s use of
SunGard’s services or with SunGard’s operations. 
 (e)  The parties shall adhere to the provisions of
Exhibit A hereto regarding compliance with the requirements of the Health Insurance Portability and Accountability Act of 1996. 
  

	4.    TERMINATION.	

 (a)  If
either party breathes any of its obligations under the Master Agreement (including any Exhibit or Schedule hereunder) in any material respect and the breach is not substantially cured within the cure period specified below, then the other party may
terminate that this Master Agreement or, in it is discretion, the relevant Schedule, without penalty, by giving written notice to the breaching party at any time before the breach Is cured. If this Master Agreement includes a Recovery Services
Exhibit or a Restoration Services Exhibit for Managed IT Services (“RS for MS Exhibit”), then (i) with respect to a breach of SunGard’s obligations to provide the Recovery or Restoration Services to Customer during
a Disaster (as such terms are defined in the Recovery Services Exhibit), the cure period shall be five (5) days, and (ii) with respect to Customer’s obligations under the access and use provisions set forth in Sections A.2, A,3 and C
of the Recovery Services Exhibit or the RS for MS Exhibit, there shall be no cure period (and SunGard shall have the right to terminate the applicable Schedule immediately). With respect to Customer’s obligations to comply with SunGard’s
Network Policies (as defined in the applicable Services Exhibit), the cure period shall be five (5) days. With respect to all other obligations, unless otherwise specified, the cure period shall be thirty (30) days after receipt of written
notice describing the breach. 
 (b)  If a Schedule is terminated due to an uncured material breach by Customer, or if
Customer properly exercises a right to cancel a Schedule before the end of the Agreed Term for any reason other than due to SunGard’s uncured material breach, then Customer shall (i) pay to SunGard the unamortized balance attributable to
any equipment and software purchased by SunGard on behalf of Customer (as designated in the applicable Schedule) and (ii) reimburse SunGard for any cancellation

 
charges for third party services purchased by SunGard on behalf of Customer. Upon Customer request, SunGard will disclose all cancellation charges for third party services in advance of signing
the Schedule under which such services are to be provided. 
 5.    WARRANTIES, LIABILITY AND INDEMNIFICATION.

 (a)  Each party represents and warrants that (i) it has the full corporate right, power and authority to enter
into this Master Agreement, (ii) the execution of this Master Agreement by and the performance of its obligations and duties hereunder do not and will not violate any agreement to which it is a party or by which it is bound, (iii) when
executed and delivered, this Master Agreement will constitute the legal, valid and binding obligation of such party, in accordance with its terms and (iv) it will comply with all applicable Federal and State laws and regulations in the course
of exercising rights or performing obligations under this Master Agreement. 
 (b)  Each party (“liable
party”) shall indemnify, defend and hold harmless the other party (and its Affiliates and their respective employees and agents) against any claims, actions, damages, losses or liabilities to the extent brought against the indemnified
party by a third party and arising from any breach of contract, negligence or willful misconduct of the liable party (or any of its employees or agents). 
 (c)  In addition, SunGard shall indemnify, defend and hold harmless Customer against any claims, actions, damages, losses or liabilities to the extent brought against Customer by a third party
and arising from infringement or misappropriation of any U.S. patent, copyright or other proprietary right resulting from Customer’s use of intellectual property developed or owned by SunGard and used to provide the Services. In addition to the
foregoing indemnification, SunGard’s liability with respect to this Section 5(c) is limited to making the Services non-infringing or non-misappropriating or arranging for Customer’s continued use of the Services without any material
decrease in the features or functionality thereof, provided that, if both of the foregoing options are commercially impracticable for SunGard, then upon written notice to Customer, SunGard may cancel the affected portion of the Services and refund
to Customer any prepaid fees for such Services; SunGard shall endeavor to provide Customer written notice at least ninety (90) days in advance of such termination. With respect to intellectual property of third parties that is used by SunGard
to provide the Services, SunGard will, to the extent possible, provide to Customer the full benefit of all applicable warranties and indemnities granted to SunGard by such third parties. SunGard will use commercially reasonable efforts in
negotiating new agreements or renewals of current agreements pertaining to third party intellectual property to cause the provider of such intellectual property to cause the warranties and indemnities it provides to SunGard to apply to Customer in
the substantially similar manner. 
 (d)  In addition, Customer shall indemnify, defend and hold harmless SunGard
against any claims, actions, damages, losses or liabilities to the extent brought against SunGard by a third party and arising from (i) infringement or misappropriation of any U.S. patent, copyright or other proprietary right attributable to
Customer’s data, content, software or other materials, 

 

  

	
	-3-

 Confidential Treatment Requested 

 
  

 
(ii) Customer’s use of any Services in violation of any law, rule or regulation, (iii) Customer’s violation of any of SunGard’s Network Policies (as defined in the
applicable Services Exhibit), or (iv) Customer’s use, control or possession of any Mobile Resources at non-SunGard facilities. 
 (e)  An indemnifying party shall have no obligation for indemnification unless the other party promptly gives written notice to the indemnifying party after any applicable matter arises and
allows the indemnifying party to have sole control of the defense or settlement of any underlying claim; provided that the indemnifying party may not settle a claim without the other party’s prior written consent if it places liability,
obligations or adversely affects the other party, such consent not to be unreasonably withheld, Notice will be considered prompt as long as there is no material prejudice to the indemnifying party. 

 

	6.	LIMITATION OF LIABILITY 

 (a)  Under no circumstances shall either party be liable for lost revenues, lost profits, loss of business, or consequential, indirect, exemplary, special or punitive damages of any nature,
whether such liability is asserted on the basis of contract, tort (including negligence or strict liability) or otherwise, and whether or not the possibility of such damages is foreseeable; provided that this exclusion shall not apply to
(i) the party’s respective confidentiality obligations under Section 3, (ii) either party’s indemnification obligations under Section 5(b), (iii) SunGard’s indemnification obligations under Section 5(c),
and (iv) Customer’s indemnification obligations under Section 5(d) (collectively, (i) through (iv) referred to as “Excluded Claims”)). Customer acknowledges and agrees that for the purposes of this section,
“lost profits” and “lost revenues” does not include its payment obligations to SunGard pursuant to this Master Agreement. 
 (b)  Except for Excluded Claims, Customer’s breach of its obligations under Sections A(2) and A(3) of the Recovery Services Exhibit, and Customers payment obligations under each applicable
Schedule each party’s total liability under a Schedule, whether in contract, tort (including negligence or strict liability), or otherwise, shall not exceed the actual Monthly Fees paid by Customer to SunGard under that Schedule for the most
recent twelve (12) month period. Except to the extent arising out of willful misconduct, with respect to the Excluded Claims set forth in Sections 6(a)(i) and 6(a)(ii), each party’s aggregate liability shall not exceed the greater of
(i) *. 
 (c)  Notwithstanding the provisions of Sections 6(a) and 6(b) above, SunGard shall have no liability
for any of Customer’s data, content, software or other materials located, used or restored at a SunGard facility or in a SunGard vehicle, or transmitted using SunGard’s Network Services, except for any (i) damages for which Customer
is entitled to indemnification under Section 5(b) in which case SunGard’s liability shall not include lost profits or lost revenues and, in the aggregate, shall not exceed the actual Monthly Fees paid by Customer to SunGard under the
applicable Schedule for the most recent twelve (12) month period, or (ii) direct damages (including documented out of pocket expenses incurred to recreate such data) caused by (a)

 
SunGard’s negligence, or (b) in the case of Managed IT Services, SunGard’s breach of contract, and in the case of both (a) and (b) , SunGard’s liability shall not
exceed the actual Monthly Fees paid by Customer to SunGard under the applicable Schedule for the most recent twelve (12) month period and SunGard shall be liable to Customer. The foregoing sentence shall not supersede or otherwise amend
SunGard’s liability for a breach of its obligations under Section 3 (Confidentiality) herein. Under no circumstances will SunGard be considered the official custodian or record keeper of Customer’s data for regulatory or other
purposes. 
 (d)  WITH RESPECT TO EACH SCHEDULE, EXCEPT AS SPECIFICALLY STATED IN THIS MASTER AGREEMENT OR SUCH
SCHEDULE, SUNGARD MAKES NO REPRESENTATIONS OR WARRANTIES, ORAL OR WRITTEN, EXPRESS OR IMPLIED, ARISING FROM COURSE OF DEALING, COURSE OF PERFORMANCE OR OTHERWISE, INCLUDING WITHOUT LIMITATION ANY IMPLIED WARRANTY OF MERCHANTABILITY, FITNESS FOR A
PARTICULAR PURPOSE, CONFORMITY TO ANY REPRESENTATION OR DESCRIPTION, NON-INTERFERENCE OR NON-INFRINGEMENT. 

7.    FORCE MAJEURE. Neither party shall be liable for, nor shall either party be considered in breach of this
Master Agreement or any Schedule due to, any failure to perform its obligations as a result of a cause beyond its control, including any natural calamity, act of God or a public enemy, act of any military, civil or regulatory authority, change in
any law or regulation, disruption or outage of communications, power or other utility, failure to perform by any supplier or other third party, or other cause which could not have been prevented with reasonable care; provided that the party
prevented from performing (i) used commercially reasonable efforts to prevent or limit the impact of such force majeure event and (b) uses commercially reasonable efforts to recommence performance as soon as is reasonably practical. in the
event of any force majeure event that lasts more than fifteen (15) days and only for so long as the force majeure event is continuing, the other party may terminate the applicable Schedule upon delivery of written notice. 

8.    NOTICE. All notices, consents and other communications under this Master Agreement shall be in writing
and shall be deemed to have been received on the earlier of (a) the date of actual receipt at the designated street address, (b) the first business day after being sent to the designated street address by a reputable overnight delivery
service, or (c) the third business day after being mailed to the designated street address by first class mail. Any notice may be given by e-mail to the designated e-mail address or by fax to the designated fax number, provided that a signed
written confirmation is received at the designated street address within seventy-two (72) hours thereafter. Disaster declaration notice (as described in the Recovery Services Exhibit) may be given orally, provided that a signed written
confirmation is received at the applicable recovery facility within twenty-four (24) hours thereafter. Communications sent to any street address, e-mail address or fax number other than those designated in this Master Agreement or the
applicable Schedule shall not be valid. Customer’s street address, e-mail address and fax number for

 

  

	
	-4-

 
notice are stated in the applicable Schedule. SunGard’s street address for notice is 680 East Swedesford Road, Wayne, Pennsylvania 19087, Attention: Contract Administration. SunGard’s
e-mail address for notice is contract.admin@sungard.com. SunGard’s fax number for notice is 1-610-225-1125. 

9.    PUBLICITY. Neither party will, without the other party’s prior written consent, (a) use the
name, trademark, logo or other identifying marks of the other party in any sales, marketing or publicity activities or materials, or (b) issue any press release, interviews or other public statement regarding this Master Agreement or any
Schedule; provided that Customer may disclose SunGard as its hosting provider to Customers current and potential customers. 

10.  ENTIRE UNDERSTANDING. This Master Agreement states the entire understanding between the parties with respect to its
subject matter, and supersedes all prior proposals, negotiations and other written or oral communications between the parties with respect to its subject matter. Each Schedule states the entire understanding between the parties with respect to its
subject matter, and supersedes all prior proposals, negotiations and other written or oral communications between the parties with respect to its subject matter. No modification of this Master Agreement (including any Schedule), and no waiver of any
breach of this Master Agreement (including any Schedule), shall be effective unless in a writing that references this Agreement and signed by an authorized representative of the party against whom enforcement is sought. No waiver of any breach of
this Master Agreement or any Schedule, and no course of dealing between the parties, shall be construed as a waiver of any subsequent breach thereof. Any purchase order submitted by Customer to SunGard shall be used only for invoice processing
purposes and shall have no legal effect. 
 11.  PARTIES IN INTEREST. Neither party may assign this Master
Agreement or any Schedule, or any rights or obligations thereunder, without the prior written consent of the other party, which will not be unreasonably withheld; provided that either party may assign any Schedule to an Affiliate by giving prior
written notice to the other party and provided, further, that either party may assign this Master Agreement in whole to pursuant to a transfer of all or substantially all of such party’s business and assets, whether by merger, sale of assets,
sale of stock, or otherwise by giving prior written notice to the other party. This Master Agreement and each Schedule shall bind, benefit and be enforceable by and against both parties and their respective successors and permissible assigns. No
third party shall be

 
considered a beneficiary of, or entitled to any rights under, this Master Agreement or any Schedule. 
 12.  CONSTRUCTION. THIS AGREEMENT AND EACH SCHEDULE SHALL BE GOVERNED BY SUBSTANTIVE DELAWARE LAW. This choice of governing law shall not be considered determinative of the jurisdiction
or venue of any action between the parties. In any action relating to this Master Agreement or any Schedule, (a) each of the parties irrevocably waives the right to trial by jury, (b) each of the parties irrevocably consents to service of
process by first class certified mail, return receipt requested, postage prepaid, to the designated street address at which the party is to receive notice in accordance with Section 8 of this Master Agreement, and (c) the prevailing party
shall be entitled to recover its reasonable attorney’s fees (including, if applicable, charges for in-house counsel), court costs and other legal expenses from the other party. A determination that any term of this Master Agreement or any
Schedule is invalid or unenforceable shall not affect the other terms thereof. Section headings are for convenience of reference only and shall not affect the interpretation of this Master Agreement or any Schedule. The relationship between the
parties created by this Master Agreement or any Schedule is that of independent contractors, and not partners, joint venturers or agents. Sections 3, 5, 6 and 12 shall survive any termination of this Master Agreement or any Schedule. 

13.  ENFORCEMENT. Each party acknowledges that the provisions of this Master Agreement regarding confidentiality and
access to and use of the other party’s resources are reasonable and necessary to protect the other party’s legitimate business interests. Each party acknowledges that any breach of such provisions shall result in irreparable injury to the
other for which money damages could not adequately compensate. If there is a breach of such provisions, then the injured party shall be entitled, in addition to all other rights and remedies which it may have at law or in equity, to have a decree of
specific performance or an injunction issued by any competent court, requiring the breach to be cured or enjoining all persons involved from continuing the breach. The existence of any claim or cause of action that a party (or any other person
involved in the breach) may have against the other party shall not constitute a defense or bar to the enforcement of such provisions. 
 ©2008 SunGard Availability Services LP, all rights reserved.

 MSA0608

 

  

	
	-5-

  
 Addendum to
the Managed IT Services Exhibit and the Services Guide 
 Governed by the Master Agreement for U.S. Availability Services

 Between 
 SunGard Availability Services LP and JIVE SOFTWARE, INC. 
 Dated January
1, 2009 
 Page 1 of 4 

 

 The Master Agreement for U.S. Availability Services, having the above date, between SunGard
Availability Services LP (“SunGard”) and the Customer named below (“Master Agreement”), with regard to the Managed IT Services Exhibit and the Services Guide referenced therein, is amended effective October 1, 2009 as
follows: 
  

	1.	 The Managed IT Services Exhibit is amended by adding the following Services Description: 

NAS Services. SunGard shall provide Network Attached Storage Services (“NAS Services”) for the amount of storage in
Gigabytes rGB1 or Terabytes (“TB”) and in association with the specific servers (target servers) and NAS Gateways as set forth in the Schedule. NAS Services are provided through SunGard-provided and/or Customer-provided storage devices as
set forth in the Schedule. the Service shall include: (i) Equipment Management Services (as defined herein) for the associated storage devices; (ii) initial installation of connectivity between the storage device and target server(s) each
located at the Designated SunGard Facility; (iii) initial allocation and configuration of storage units/mappings to target servers in accordance with the SunGard-supplied and Customer completed design requirements form; and (iv) problem
resolution related to storage connectivity and storage device(s). Customer acknowledges that: (i) any alteration of the storage allocations, the number of connections, the number of target servers, or hardware and software replacements, will
require a modification or upgrade to the affected Schedule prior to any of these additional services being rendered by SunGard; (ii) the performance and functionality of a Customer designed NAS infrastructure is the responsibility of the
Customer; and (iii) the specifications for the design of the NAS must include IP network connectivity capability to the hardware, software and network components of the NAS, as SunGard will facilitate the provision of Equipment Management
Services to Customer through SunGard’s management network. In order for SunGard to provide Dedicated NAS Services, Customer must (i) provide SunGard with the appropriate system access and management console (hardware and software) to
manage the storage devises; (ii) contract with SunGard for Data Backup Services for each NAS Gateway being supported by SunGard as set forth in the Schedule; (iii) contract with an original equipment manufacturer vendor for the initial
installation and configuration of storage hardware and software; and {iv) contract with SunGard for LAN Services (SunGard Management Switch) for connectivity to the SunGard Management Network. 

Dedicated NAS Services are only available for SunGard supported storage and network devices, servers, and adapters as specified In the
Services Guide. NAS Services do not include installation or support for volume management or volume replication software. 
  

 

 Addendum to the Managed IT Services Exhibit and the Services Guide 

Governed by the Master Agreement for U.S. Availability Services 

Between 

SunGard Availability Services LP and JIVE SOFTWARE, INC. 
 Dated January 1, 2009 
 Page 3 of 4 

 

					
	Install & configure device drivers on target systems and resolve target system software failures.	 	    P    
	 	 
	Provide one (1) dedicated 10/100 
Ethernet port to SunGard for purposes of monitoring and management of the NAS device.	 	    P    	 	 
	Monitor NAS availability.	 	 	 	    P    

	Resolve reported or detected storage device
failures.	 	 	 	    P    

	Provide notice within documented Lead Times for Standard
Tasks.	 	    P    	 	 
	Provide Standard Tasks as scheduled.	 	 	 	    P    

	Test end verify SunGard Implemented Standard
Tasks.	 	    A    	 	    P    

	Provide support for NAS Immediate Tasks	 	 	 	    P    

 NAS Services Tasks 
  

									
	 NAS Services Management    

 
	 	  	 	  	 	  	 	  
	Standard tasks	 	 

  
	 	 

  
	 	 

  
	 	Description
	NAS Increase	 	5	 	1	 	Y	 	Increase storage allocation available to 
systems.
	NAS Decrease	 	5	 	1	 	Y	 	Decrease storage allocation available to systems.
	NAS Add Path	 	10	 	5	 	Y	 	Add data path to existing NAS connected system.
	NAS Add System	 	10	 	5	 	Y	 	Add system to NAS infrastructure.
	NAS Remove Path	 	10	 	5	 	Y	 	Remove data path from existing NAS connected system.
	NAS Remove System	 	10	 	5	 	Y	 	Remove system from NAS infrastructure.
	Immediate Tasks	 	 	 	 	 	 	 	Description
	NAS Failure	 	 	 	 	 	 	 	Resolve NAS failures.
	NAS Performance	 	 	 	 	 	 	 	Investigate NAS performance issues.

 

 

  

 Addendum to the Managed IT Services Exhibit and the Services Guide 

Governed by the Master Agreement for U.S. Availability Services 

Between 

SunGard Availability Services LP and JIVE SOFTWARE, INC. 
 Dated January 1, 2009 
 Page 4 of 4 

			
	NAS Services
	 NAS

Connections
	  	Additional connections may be contracted for with SunGard. Connections that span
multiple security zones may require a customized solution. The effort to engineer and implement customizations may require an additional Schedule.
	Dedicated NAS    
Services	  	If NAS Services are provided through dedicated and/or Customer-provided devices.
Customer acknowledges that the specifications for the design of the storage device must include remote connectivity capability to SunGard’s management network. Prior to the NAS Services being delivered, SunGard must certify dedicated solutions
for supported hardware, software and connectivity.

  
 By the signatures of their duly
authorized representatives below, SunGard and Customer, intending to be legally bound, agree to all of the provisions of this Addendum and ratify the terms of the Master Agreement. 

 

			
	SUNGARD AVAILABILITY SERVICES LP
		
	By:	 	   /s/ Mark Jameson

			
		
	Print Name:	 	 Mark Jameson

			
		
	Print Title:	 	 Vice President Sales

			
		
	Date Signed:	 	 September 18, 2009

			
	CUSTOMER: JIVE SOFTWARE, INC.
		
	By:	  	 /s/ Kevin C. Williams

			
		
	Print Name:	 	 Kevin C. Williams

			
		
	Print Title:	 	 Director Support and Hosting

			
		
	Date Signed:	 	 September 18, 2009

 

  
 

 

 Confidential Treatment Requested 

 

  
 Addendum to
the Restoration Services Exhibit for Managed Services 
 To The 

Master Agreement for U.S. Availability Services 
 Between 
 SunGard Availability Services LP and Jive Software, Inc.

 Dated January 1, 2009 
 Page 1 of 3 
  

 The Master Agreement for U.S Availability Services, having the above date, between SunGard Availability
Services LP (“SunGard”), and the Customer named below, (“Master Agreement”) is amended effective August 1, 2009 as follows: 
 The Restoration Services Exhibit is Amended as follows: 
  

	 	1.	* 

 * 

 

	 	2.	* 

  

	 	3.	* 

  

	 	4.	* 

  

	 	5.	* 

 

 

  

 Confidential Treatment Requested 

 

  
 Addendum to
the Restoration Services Exhibit for Managed Services 
 To The 

Master Agreement for U.S. Availability Services 
 Between 
 SunGard Availability Services LP and Jive Software, Inc.

 Dated January 1, 2009 
 Page 2 of 3 
  

	 	6.	* 

  

	 	7.	* 

  

	 	8.	* 

  

	 	9.	* 

  

	 	10.	* 

 * 

 

	 	11.	* 

 * 

 

  

 Addendum to the Restoration Services Exhibit for Managed Services 

To The 

Master Agreement for U.S. Availability Services 
 Between 
 SunGard Availability Services LP and Jive Software, Inc.

 Dated January 1, 2009 
 Page 3 of 3 
  

  
 By the signatures of their duly authorized representatives below, SunGard and Customer, intending to be legally bound, agree to all of the provisions of this Addendum and ratify the terms of the Master
Agreement and the specified Exhibit(s). 

 

			
	SUNGARD AVAILABILITY SERVICES LP
		
	By:	  	 /s/ Robert Schonhardt

			
		
	Print Name:	 	 Robert Schonhardt

			
		
	Print Title:	 	 Vice President Sales

			
		
	Date Signed:	 	 August 3, 2009

			
	CUSTOMER: JIVE SOFTWARE, INC.
		
	By:	  	 /s/ Kevin C. Williams

			
		
	Print Name:	 	 Kevin C. Williams

			
		
	Print Title:	 	 Director Support and Hosting

			
		
	Date Signed:	 	 July 31, 2009

 

  
  
 

 

  

 Confidential Treatment Requested 

RESTORATION SERVICES EXHIBIT FOR MANAGED IT SERVICES 
 TO THE MASTER AGREEMENT FOR U.S. AVAILABILITY SERVICES 
 Dated:
01/01/2009 
 A. RESTORATION SERVICES. Each Schedule to this Exhibit specifies the Designated SunGard Facility
where the Equipment (as defined in the Managed IT Services Exhibit) is installed in support of Customer’s Managed IT Services (“Space”), the recovery services to be provided by SunGard to Customer for the Equipment in the Space
(“Restoration Services”), the fees to be paid by Customer to SunGard for those services, and any other applicable terms. 

 

	1.	* 

  

	2.	* 

  

	(a)	* 

  

	 	(i)	* 

  

	(b)	* 

  

	 	(i)	* 

  

	 	a.	* 

  

	 	b.	* 

  

	(c)	* 

  

	 	(i)	* 

  

	 	(ii)	*

	 	(iii)	* 

  

	 	(iv)	* 

  

	 	(v)	* 

  

	3.	* 

  

	4.	* 

  

	5.	* 

  

	6.	* 

  

	7.	* 

  

	8.	* 

 

  
 B. MAINTENANCE AND
USE OF RECOVERY RESOURCES. The terms of this Section B are intended to ensure that the facilities, equipment, network and other resources used by SunGard to provide the Restoration Services (“Recovery Resources”) are properly
maintained and used, and to protect the respective interests of the parties in using the Recovery Resources. 

 

	1.	* 

  

	2.	* 

  

	3.	* 

  

	4.	* 

  

	5.	*

	6.	* 

  

	7.	* 

  

	  	* 

  

	  	* 

 

  
  

C. MULTIPLE DISASTER. Customer’s rights of immediate and exclusive use of the Restoration Services, as provided in Section
A2, shall be subject to the possibility that one or more other customers (“other affected customers”) could declare a disaster at the same time as (or before or after) Customer and require use of the same Recovery Resources at the same
time as Customer (“Multiple Disaster”). The following provisions are intended to avoid or minimize contention for Recovery Resources during Multiple Disasters. 

 

	1.	* 

  

	2.	* 

  

	 	(a)	   

  

	 	(b)	*

	 	(c)	* 

  

	 	(d)	* 

  

	 	(e)	* 

 

  

	
	-1-

 Confidential Treatment Requested 

 

  

	3.	* 

  

	 	(a)	* 

  

	 	(b)	* 

 * 

 

	 	(c)	* 

  

	 	(d)	* 

 MITRS0108 

  
 -2-

 PROFESSIONAL SERVICES EXHIBIT 

TO THE MASTER SERVICES AGREEMENT 
 DATED January 1.2009 

 

	1.	DESCRIPTION OF SERVICES 

SunGard shall provide consulting and assessment professional services and deliverables as described in the Schedule attached to this
Exhibit, and if applicable, in the attached Statement of Work (“Professional Services”). SunGard warrants that all Professional Services to be provided by SunGard shall be performed by qualified personnel in accordance with professional
standards, and all Professional Services provided and documents and reports delivered by SunGard shall conform to the requirements of this Exhibit and the attached Schedule and/or Statement of Work. Notwithstanding anything to the contrary herein,
SunGard reserves the right to subcontract the Professional Services to a third party without written consent of Customer provided that (a) SunGard remains liable for any breach or failure to perform under this Exhibit and/or the Master
Agreement and (b) such subcontractor is bound by terms of confidentiality no less protective of Customer than those set forth in the Master Agreement. 
 Except as otherwise stated in the attached Schedule or Statement of Work, the parties intend that all Professional Services to be provided to Customer under this Exhibit shall be completed within one year
after the Schedule is signed by SunGard. If Customer does not permit SunGard to perform the Professional Services during that period, then all payments otherwise due upon project completion will become due at the end of the one-year period.

  

	2.	PERSONNEL 

 All SunGard
personnel, when working at Customer’s premises, will conduct themselves in a professional manner and will use commercially reasonable efforts to minimize disruptions to Customer’s business. SunGard will retain full responsibility for its
own personnel, including payment of compensation and payroll taxes, provision of benefits, and maintenance of workers’ compensation and other required insurance. SunGard and Customer also agree that during the term of this Agreement and for one
(1) year thereafter neither party will interview for employment purposes or employ current employees of the other. 
  

	3.	CUSTOMER’S RESPONSIBILITIES 

 Customer will provide to SunGard, as and when reasonably necessary, all information, data and other materials concerning Customer’s personnel, operations and facilities and other relevant aspects of
Customer’s business, to the extent required by SunGard to properly perform the Professional Services. All such information, data and materials provided to SunGard by any of Customer’s personnel will be accurate, current and complete, and
may be relied upon by SunGard in performing the Professional Services. Customer will be responsible for preparing and maintaining backup or duplicate copies of all such information, data and materials, and SunGard will have no

 
liability for any loss or damage resulting from Customer’s failure to do so. 
 Further, Customer will (a) at mutually agreeable times, make available to SunGard experienced personnel having knowledge of Customer’s operations and other relevant aspects of Customer’s
business, and (b) cooperate with SunGard in all respects reasonably necessary to allow SunGard to perform the Services. 
  

	4.	CONFIDENTIALITY 

Customer acknowledges that SunGard’s property used in the provision of Professional Services is deemed SunGard Confidential
Information under the Master Agreement and is only for in-house use for the purpose of allowing Customer to establish, maintain and implement business recovery and other plans and procedures. Except with the prior written consent of SunGard,
Customer will not, nor will it permit any other entity or individual to (a) use any SunGard property for any purpose not authorized by this Agreement, (b) refer to or otherwise use any SunGard property as part of any effort to provide
similar Services to any entity or individual, or (c) remove, erase or tamper with any copyright or other proprietary notice of SunGard printed or stamped on, affixed to, or encoded or recorded in any SunGard property. 

 

	5.	TERMINATION 

 Termination
of the Services under this Exhibit for any reason will not relieve Customer of liability for all amounts owed to SunGard under a Schedule to this Exhibit for Professional Services performed. If Customer terminates the Professional Services under a
Schedule to this Exhibit other than due to SunGard’s uncured material breach, Customer shall pay to SunGard, together with the notice of termination, a in amount equal to the present value (calculated using an annual discount rate equal to the
then current prime rate published in The Wall Street Journal) of all remaining fees due under the applicable Scheduled), and Customer shall remain liable for any reimbursable expenses incurred by SunGard before termination pursuant to the terms of
the Master Agreement. 
 If Customer breaches any of its obligations its confidentiality obligations or any obligations under
licenses to SunGard property described in Section 4 of this Exhibit ?n any material respect, then, in addition to SunGard’s right to terminate the Agreement and any other rights and remedies that SunGard may have, SunGard may suspend
performance of all Services under a Schedule to this Exhibit until the default is cured. 
  

	5.	ACCEPTANCE. 

 For each of
deliverable resulting from the performance of Professional Services that has stated acceptance criteria in the applicable Statement of Work (“Acceptance Criteria”),

 

  
 -3-

 
Customer will have ten (10) business days to review and test each such deliverable (the “Acceptance Period”); in the event that Customer does not notify SunGard of a failure to
meet the Acceptance Criteria before the expiration of the Acceptance Period, the deliverable shall be deemed accepted. If Customer determines that such deliverable does not conform to the Acceptance Criteria, then Customer shall provide SunGard with
written notice of any such nonconformities within the Acceptance Period. SunGard will remedy such nonconformities, at no charge to Customer, within ten (10) business days (or such other period as may be agreed to by the parties given the nature
of the work necessary to remedy the non-conformity) of Customer’s providing such notice and resubmit the deliverable to Customer for reconsideration. If SunGard fails to remedy all such nonconformities within such twenty (20) business day
period, then Customer, at Customer’s sole option, may extend SunGard’s time to remedy such nonconformities or may reject the deliverable. The parties will repeat the foregoing process for a reasonable number of iterations, as determined by
parties in their reasonable and good faith judgment, until Customer accepts or finally rejects the deliverable. 
 If Customer
finally rejects any deliverable, Customer will provide written notice of final rejection to SunGard. In the event of final rejection and as Customer’s sole and exclusive remedy, within thirty (30) days of Customer’s notice of such
final rejection, SunGard will refund all amounts paid to SunGard (if any) by Customer for the relevant deliverable. 
 PSE0504

 

  
 -4-

 MANAGED IT SERVICES EXHIBIT TO THE 

MASTER AGREEMENT for U.S. AVAILABILITY SERVICES 
 Dated January 1, 2009 

 

	A.	POLICIES AND SERVICES GUIDE 

 The services provided under this Exhibit shall at all times be used in compliance with SunGard’s then-current general policies and guidelines (“General Policies”) and the policies and
guidelines of SunGard’s underlying telecommunications providers (“Network Policies”) (collectively, the General Policies and Network Policies are sometimes herein referred to as “Policies”). Customer agrees to be bound by
the Policies, as amended. All Policies, including change management policies and procedures, and additional detail regarding the specifications of the service offerings, are set forth in SunGard’s Services Guide, which is available to Customer
at SunGard’s customer portal http://www.MySunGard.com (“Portal”). In addition, all implementation services which are included as part of a service offering, are detailed in the Services Guide. As used in the Services Guide,
“business hours” refers to the hours between 8:00 AM EST and 8 PM EST 
 If SunGard’s revisions to the General or
Network Policies are i) not based upon changes in law or regulation, or third party service provider requirements, and ii) have a material and adverse impact on Customer’s use of the Services, Customer may notify SunGard of such within thirty
(30) days of the email notification described in the paragraph below and the parties will discuss such revisions and attempt in good faith to reach agreement with respect thereto; provided that if the parties are unable, despite such good faith
efforts, to reach agreement within ten (10) business days then Customer may, in its discretion, terminate the Master Agreement upon advance written notice to SunGard. 
 Upon completion and full execution of a Managed IT Services Schedule, Customer will receive access to the Portal. Upon receiving access, Customer shall enter the Portal and subscribe to the Services Guide
in accordance with the instructions specified in the Portal and shall provide an email address(es) electronically so that notices of changes to the Services Guide will automatically be sent to the email address(es) provided. The email will notify
Customer that the Services Guide has been changed and upon accessing the Services Guide, the cover page will indicate the Section(s) modified, deleted or added. 
  

	B.	HOSTING SERVICES 

  

	1.	Space 

a.    SunGard hereby grants to Customer the right to use the Space (as defined in the Schedule) for the placement and
maintenance of the computer and communications equipment specified in the Schedule (“Equipment”) which may be interconnected to the Network Services offered by SunGard (as defined herein) or to other communications carriers via facilities
offered by SunGard. The Equipment and any necessary software (“Software”) may be provided by Customer (“Customer-provided Equipment” or “Customer-provided Software”) or by SunGard (“SunGard-provided Equipment”
or
“SunGard-

 
provided Software”) as specified in the Schedule. The Space shall be used by Customer in accordance with the Equipment vendor’s specifications for electrical, airflow, and clearance.
Unless otherwise expressly agreed to in writing by Customer, the Space and Equipment will always be maintained within the United States of America. 
 With the exception of the Full Infrastructure Management Space option, as defined herein, if Customer desires to install Equipment in the Space that exceeds the written vendor specification(s), SunGard
reserves the right to require Customer to contract for additional Space after notifying Customer of such and providing Customer with an opportunity to not install such Equipment and not contract for additional Space. This Exhibit does not create any
interest in real estate and is strictly an agreement for the provision of services, which are personal in nature to the parties. The Monthly Fees and any other fees in connection with Customer’s use of the Space are set forth in the Schedule.
Customer’s use of the Space shall not interfere with any other SunGard customer’s use of SunGard’s facilities. Customer represents and warrants that it has the full legal right to utilize any Customer-provided Equipment and Software
and SunGard represents and warrants that it has the full legal right to permit Customer to utilize any SunGard-provided Equipment or SunGard-provided Software. The Equipment shall operate on conditioned UPS-based power with transparent and immediate
access to a back-up power source capable of sustaining power to the Equipment during any interruption to the primary power source. 
 b.    SunGard shall perform such janitorial services, environmental systems maintenance, power plant maintenance and other services as are reasonably required to maintain the facility
in which the Space is located in good condition suitable for the placement of Equipment. With the exception of the Full Infrastructure Management Space option, as defined herein, Customer shall keep the Space clear of all refuse, cardboard or any
potentially hazardous material. Customer shall maintain the Space in an orderly and safe condition, and shall return the Space to SunGard at the conclusion of the Agreed Term as defined in the Schedule in the same condition (reasonable wear and tear
excepted) as when such Space was delivered to Customer. EXCEPT AS EXPRESSLY STATED HEREIN, THE SPACE SHALL BE DELIVERED AND ACCEPTED “AS IS”. THE SPACE SHALL BE IN SECURE FACILITIES MONITORED TWENTY FOUR (24) HOURS PER DAY, SEVEN
(7) DAYS PER WEEK BY ON-SITE STAFF, WITH CARD KEY ACCESS AND CLOSED CIRCUIT TV MONITORING, CONDITIONED POWER UTILIZING UPS SYSTEMS AND BACK-UP POWER GENERATOR CAPABILITY (“INFRASTRUCTURE”). SunGard represents that it will not
materially diminish such Infrastructure at the Designated SunGard Facility (as defined in the Schedule) during the Agreed Term. At its sole risk and expense, Customer shall be responsible for installation of the Customer-provided Equipment in the
Space, unless Customer elects to contract for Hardware Installation Services as set forth herein. If Customer elects to contract for Hardware Installation

 

  
 -5-

 
Services, then SunGard shall be responsible for the installation of the Customer-provided Equipment to the extent provided herein. At its sole risk and expense, Customer shall be responsible for
installation of Customer-provided Software in the Space. Upon termination or expiration of the Schedule, Customer shall be responsible for removal of the Customer-provided Equipment and Software from the Space within ten (10) business days of
such termination or expiration. SunGard is responsible, at its sole risk and expense, for the installation of any SunGard-provided Equipment or SunGard-provided Software. 
 c.     In addition to the Policies, Customer shall abide by any posted rules relating to the use of, physical access to, or security measures respecting the Space. The
Customer-provided Equipment shall be installed, operated, inspected, maintained, repaired, replaced and removed only by qualified agents of Customer who are properly licensed, if applicable, a list of whom shall be provided to SunGard in advance of
any such activity. Customer shall not permit any liens to be placed against all or any portion of the Space or any SunGard-provided Equipment or Software. Customer shall not make any material alterations to the Space without the prior written
consent of SunGard. In the event that unauthorized parties gain access to the Space through access cards, keys or other access devices provided to Customer (“access devices”), other than as a result of the acts or omissions of SunGard or
its agents, Customer shall be responsible for any damages incurred as a result thereof. Customer shall be responsible for the cost of replacing any access devices lost or stolen after delivery thereof to Customer. If Customer fails to pay SunGard
any undisputed amounts due under a Schedule in accordance with the terms of the Master Agreement, and such failure continues for more than thirty (30) days after receipt of SunGard’s written notice of nonpayment, included in SunGard’s
right to terminate Customer’s use of the Space is the right to disconnect and remove any or all of the Equipment from the Space (including any data or Software resident on such Equipment), and store any Customer-provided Equipment in any
reasonable location for a period not to exceed six (6) months and assess Customer reasonable charges for such storage. Upon conclusion of the six (6) month period, SunGard may dispose of such Equipment without liability to Customer. After
termination of Customer’s use under the first sentence of this paragraph, SunGard may redeploy any SunGard-provided Equipment in any manner in its sole discretion and shall delete all Customer data residing on such SunGard-provided Equipment
before redeployment. Any of Customer’s data or Software resident on Customer-provided Equipment shall be removed, stored and/or disposed of in the manner and for the period specified above for Customer-provided Equipment. Exercise of any of the
above rights by SunGard shall not relieve Customer of any of’ its payment obligations under the Master Agreement for Services performed prior to the date of termination. 
 d.     SunGard reserves the right to change the location or configuration of the Space, at SunGard’s sole expense, within the Designated SunGard Facility or to another
SunGard facility; provided, however, that SunGard shall not arbitrarily or discriminatorily require such changes nor shall any migration impair, diminish or materially affect Customer’s use of the Space or receipt of Services. SunGard and
Customer shall work

 
in good faith to minimize any disruption to Customer’s Services that may be caused by such change in location or configuration of the Space. If the location of the Space is to be moved to
another facility, SunGard shall provide Customer with at least one hundred thirty-five (135) days prior written notice of such relocation and Customer shall have the right to audit and inspect such new facilities and then (a) elect to be
relocated to another facility, or (b) elect to terminate the Schedule without penalty. Customer shall provide SunGard with written notice of its decision regarding the preceding sentence within 90 days after receipt of SunGard’s written
notice. In addition, SunGard reserves the right to upgrade or modify the infrastructure used to provide the Services provided that any such change will not adversely affect Customer’s environment in the Space. 

e.     Prior to Customer’s occupancy, and during the Agreed Term of the Schedule, Customer shall procure
and maintain the following minimum insurance coverage: (a) Workers’ Compensation in compliance with all applicable statutes of appropriate jurisdiction; Employer’s Liability with limits of $500,000 each accident; (b) Commercial
General Liability with combined single limits of $2,000,000 each occurrence; and (c) “All Risk” Property insurance covering the Customer-provided Equipment located in the Space. Customer shall provide to SunGard a certificate of
insurance demonstrating that it has obtained the required insurance coverage prior to Customer’s occupancy of the Space. Customer shall notify SunGard of any material changes or cancellation promptly. Customer shall require any contractor
entering the Space on its behalf to procure and maintain the same types and amounts of insurance as set forth in this section. 

f.     With the exception of the Full Infrastructure Management Space option (as defined herein), SunGard shall
provide to Customer (including any of its employees, agents and other authorized representatives as Customer may from time to time reasonably designate in writing), access to the part of the Designated SunGard Facility from which SunGard is
providing the Space, twenty-four (24) hours per day, seven (7) days per week, including statutory holidays. All of Customer’s designees shall adhere to SunGard’s Policies. 

g.     Space Options - Customer may subscribe to any of the following options available relating to
Space: (i) SunGard-provided 19” Cabinet; (ii) Secure Cabinet; (iii) Secure Space; (iv) Secure Cage; and (v) Secure Suite. 
 (i)   SunGard-provided 19” Cabinet The SunGard-provided 19” Cabinet option includes: (i) a minimum of 42 U EIA rack space for the Equipment; (ii) proper air
ventilation for the Equipment; (iii) two (2) stationary equipment shelves; and (iv) security by lock and key, managed by SunGard. 
 (ii)  Secure Cabinet The Secure Cabinet option includes: (i) a SunGard-provided 19” Cabinet (as defined above); (ii) Space to support the SunGard-provided Cabinet
(iii) and the redundant power configuration as set forth in the Schedule with the corresponding voltage (“V”) and amperage (“A”).

 

  
 -6-

 Confidential Treatment Requested 

 

 

 (iii)  Secure Space - The Secure Space option includes
the amount of Space in the square feet increments defined in the Schedule and: (i) one (1) Standard Power Circuit (as defined herein) per twenty-five (25) square feet of Space defined for the Secure Space option in the Schedule or one
(1) Standard Power Circuit (as defined herein) for each cabinet installed in the Secure Space; and (ii) five (5) hours of Operational Support Services (as defined herein) per month. 

(iv)  Secure Cage - The Secure Cage option includes the amount of Space defined in the Schedule or the
amount of Space necessary to install the number of cabinets as set forth in the Schedule and: (i) perimeter metal fence with an access door; (ii) security by lock and key, managed by SunGard; (iii) one (1) Standard Power Circuit
(as defined herein) per twenty-five (25) square feet of Space defined for the Secure Cage option in the Schedule or one (1) Standard Power Circuit (as defined herein) per cabinet installed in the Secure Cage; and (iv) five
(5) hours of Operational Support Services (as defined herein) per month. 

(v)   Secure Suite - The Secure Suite option includes the amount of Space defined in the Schedule
for the number of cabinets as set forth in the Schedule. The Secure Suite option includes: (1) perimeter metal fence or perimeter walls with an access door; (ii) private security with card key and pin code or by lock and key;
(iii) one (i) Standard Power Circuit (as defined herein) per twenty-five (25) square feet of Space defined for the Secure Suite option in the Schedule or one (1) Standard Power Circuit (as defined herein) for each cabinet
installed in the Secure Space; and (iv) ten (10) hours of Operational Support Services per month. 

h.     Secure Hosting Bundle - The Secure Hosting Bundle option includes: (i) one
(i) SunGard-provided 19” Cabinet (as defined herein); (ii) SunGard-provided management switch infrastructure to support the initial eighteen (18) Ethernet switch ports to facilitate the Services set forth in the Schedule;
(iii) Standard Monitoring Services (as defined herein) for up to ten (10) devices; (iv) five (5) hours of Operational Support Services (as defined herein) per month; and (v) the redundant power configuration as set forth in
the Schedule with the corresponding voltage (“V”) and amperage (“A”). 
  

	i.	 * 

  

	*	 

  

	j.	 * 

k.     Except in the case of Full Infrastructure Management, upon written request delivered at least seven
(7) days in advance, Customer and its customers may inspect the Space and Equipment. 
  

	l.	 *

 m.     SunGard will not access or decrypt any Customer content
(including Customer end-user content) stored on any Equipment except as may be required to perform the Services under this Exhibit. 
 n.     Notwithstanding anything to the contrary herein, SunGard reserves the right to utilize subcontractors to perform Services, including ancillary services in connection with
the Services provided to Customer under a Schedule without written consent of Customer provided that (a) except as otherwise set forth in Section J(12), SunGard remains liable for any breach or failure to perform under this Exhibit and/or the
Master Agreement, (b) such subcontractor is bound by terms of confidentiality no less protective of Customer than those set forth in the Master Agreement, (c) upon Customer request, SunGard advises Customer of the identity of such
subcontractors as required under Section 4(b) of the Master Agreement, and (d) upon Customer request, SunGard shall advise as to whether the subcontractor has been subjected to a criminal background check. 

 

	2.	Power 

 SunGard shall
provide Customer with the power configuration within the Designated SunGard Facility as set forth in the Schedule. With respect to one hundred and twenty (120) Volt power, SunGard will provide the power feed(s) with a minimum of a 12 outlet
power strip. If Customer requires a power strip for 208/220 Volt power feed(s), Customer is responsible for providing the necessary 19” EIA rack-mounted power strip. Where Customer powers Equipment with a single Standard Power Circuit
(“A-Side Circuit”), Customer is responsible to ensure that the total of the manufacturer’s rated amperage for all Equipment on any A-Side Circuit does not exceed 80% of the rated amperage of that circuit. If Customer contracts for an
A-Side Circuit and a redundant Standard Power Circuit (“B-Side Circuit”), Customer is responsible to ensure that the total of the manufacturer’s rated amperage for all Equipment on the A & B Side Circuit pair does not exceed 80%
of the rated amperage of one of the circuits in the pair. 
 SunGard may proportionally increase the Monthly Fee associated with
the power configuration, at any time by providing Customer with thirty (30) days prior written notice if the underlying utility provider increases SunGard’s fees. 
 SunGard reserves the right to audit power consumption of any Customer. If during such audit, SunGard determines (i) that a Customer is using redundant power in a non-redundant fashion; or
(ii) Customer is drawing more power than specified in the Schedule and this Exhibit, than SunGard shall notify Customer in writing and Customer shall have three (3) business days to either balance or reduce its power loads respectively, or
request an upgrade from SunGard to provide additional capacity. 
 a.     Standard Power
Circuit. A Standard Power Circuit is a single one hundred and twenty (120) Volt, twenty (20) AMP power feed. 

b.     Power Infrastructure Upgrade B-Side. SunGard shall provide a redundant B-Side Circuit to
Customer’s A-Side 

 

  
 -7-

 
Circuit as set forth in the Schedule with the corresponding voltage (v) and amperage (A). 
 c.    Power Infrastructure Upgrade (“Additional Power”). The Power Infrastructure Upgrade option(s) provides Customer with: (i) additional non-redundant A-Side
Circuit(s); or (ii) additional power capacity, as set forth in the Schedule on both the A-Side Circuit(s) and B-Side Circuit(s), with the corresponding voltage (v) and amperage (A). 

SunGard reserves the right to determine, in its sole reasonable judgment, its ability to allow Customer to contract for additional power
based- upon the then available power at the Designated SunGard Facility. Any one time installation costs or any additional Monthly Fees related to additional power contracted for will be set forth on a Schedule. 

 

	3.	Support Services 

a.    Hardware Installation Services. SunGard shall provide Hardware Installation Services for the number of
devices set forth in the Schedule. Hardware Installation Services include the one-time installation of hardware devices and do not include on-going support. Hardware Installation Services include: (i) the unpacking and installation of the
Equipment into nineteen inch (19”) computer racks or cabinets in accordance with hardware vendor recommendations and Customer requirements; (ii) the installation of network cables and cross-connects; and (iii) floor cutouts, as
necessary. 
 b.    Operational Support Services. SunGard will provide Customer with access to
technical personnel to assist Customer on a 24x7x365 basis for the number of hours per month as set forth in the Schedule. In the event that the Customer exceeds the number of hours indicated in the Schedule in any month, Customer may then elect to
have SunGard attempt to resolve the problem on a time and materials basis at SunGard’s then prevailing hourly rate. Operational Support Services shall include: (1) the execution of a command or series of commands as directed by Customer to
determine operating status or to facilitate configuration changes; (ii) enlisting of vendor support as requested by Customer and as available pursuant to Customer’s agreement with the applicable vendor; (iii) visual inspection of
Equipment and power up, restart or reboot as directed by Customer; (iv) insertion and ejection of media as directed by Customer; and (v) preparation of media for pickup at the Designated SunGard Facility as requested by Customer. Customer
is responsible for providing all media, related materials, storage containers, procedures and any off-site storage contract for the media. 
 c.    Equipment Management Services. SunGard shall provide Equipment Management Services for the Equipment set forth in the Schedule. Equipment Management Services include:
(i) resolution of detected Equipment failures; (ii) coordination of preventative maintenance; (iii) installation of microcode or firmware upgrades; (iv) power cycling or reboot; (v) issuance of software or firmware commands;
and (vi) physical inspection of all Equipment components. With respect to Customer-provided Equipment, Customer is responsible for obtaining the

 
consent of the maintenance vendor in order for SunGard to act as Customer’s agent. 
 d.    SunGard-provided Equipment. If necessary in support of certain Services, SunGard may install certain SunGard-provided Equipment in Customer’s Space. 

4.    Server Services. For all Service(s) listed in this Section, Customer shall place Customer-provided
Equipment and Customer-provided Software under a valid maintenance contract with the original equipment/software manufacturer for 24x7x365 support with four (4) hour onsite response time, In the event that Customer elects to contract for an
Operating System license under SunGard’s Software Licensing Services (as defined herein), SunGard shall provide a valid maintenance contract for the Operating System license with the original software manufacturer. If Customer elects to
contract for maintenance services with a vendor other than the original equipment/software manufacturer, Customer is responsible for all issues arising as a result thereof and associated obligations. 

In order to receive Server Services, Customer’s server(s) must be configured with a drive capable of reading a CD-ROM to facilitate
the installation of utility software on the disk volume where the operating system resides. Customer must subscribe to Data Back-up Services (as defined herein) or Vaulting Services - Restoration Support Option (as defined herein) and provide a
minimum of one (1) dedicated network interface per server for administration and monitoring, as well as one (1) dedicated network interface per server for Data Back-up Services (as defined herein) in order to receive Server Services.
Customer acknowledges that SunGard will install utility software on the server(s) on which the operating system resides. 

a.    Operating System Management Standard Services. SunGard shall provide Operating System Management
Standard Services for the number of servers set forth in the Schedule. Operating System Management Standard Services includes Advanced Monitoring Services - Operating System (as defined herein) and as requested by Customer and in accordance with
Customer’s written instructions: (i) the initial operating system build on the server, (ii) operating system patch maintenance and reporting; (iii) resolution of detected operating system failures; (iv) Hardware Installation
Services (as defined herein); (v) Equipment Management Services (as defined herein); (vi) configuration of operating system level back-ups; and (vii) tracking of physical inventory and installed patches for the servers/devices under
contract with SunGard. In order for SunGard to provide Operating System Management Standard Services, Customer shall provide SunGard with ROOT or ADMIN security access. 
 b.    Operating System Management Advanced Services. SunGard shall provide Operating System Management Advanced Services for the number of servers and partitions set forth in
the Schedule. Operating System Management Advanced Services include: (i) the initial operating system build on the server; (ii) Advanced Monitoring Services - Operating System (as defined herein); (iii) operating system patch
maintenance, if available from the vendor, and upon Customer request; (iv) resolution of detected operating system failures;

 

  
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 Confidential Treatment Requested 

 
  

 
(v) Hardware Installation Services (as defined herein); (vi) Equipment Management Services (as defined herein); (vii) operating system configuration changes upon Customer request;
(viii) configuration of operating system level back-ups; (ix) tracking of physical inventory and installed patches for the managed servers; and (x) management of ROOT or ADMIN security access. Customer must provide SunGard with
exclusive control of root security access to be eligible for the Service Level Commitment specified in Section J. In order for SunGard to provide Operating System Management Advanced Services, Customer shall provide SunGard with ROOT or ADMIN
security access. 
 c.    Operating System Management Enterprise Services. SunGard shall provide
Operating System Management Enterprise Services for the number of enterprise class servers and partitions set forth in the Schedule. Enterprise class servers are servers that are configured with a SunGard-supported clustering technology and/or
servers capable of running multiple OS instances on one hardware platform. OS instances are isolated from each other through logical (software/firmware) and/or physical (hardware) partitioning. Operating System Management Enterprise Services
include: (i) Operating System Management Advanced Services; (ii) management of the separate partitions on the server; and (iii) management of SunGard-supported clustering technology as set forth in the Services Guide. In order for
SunGard to provide Operating System Management Enterprise Services, Customer may be required to provide the appropriate management console (hardware and software) to manage the servers with logical and/or physical partitions. 

5.    Application Services. For all Services(s) listed in this Section, Customer shall place Customer-provided
Equipment and Customer-provided Software under a valid maintenance contract with the original equipment/software manufacturer for 24x7x365 support with four (4) hour onsite response time. In the event that Customer elects to contract for an
application license under SunGard’s Software Licensing Services (as defined herein), SunGard shall provide a valid maintenance contract for the application license with the original software manufacturer. If Customer elects to contract for
maintenance services with a vendor other than the original software vendor, Customer is responsible for all issues arising as a result thereof and associated obligations. In order to be eligible for Application Services, Customer must contract for
Operating System Management Advanced or Enterprise Services, Data Back-up Services (as defined herein) or Vaulting Services - Restoration Support Option (as defined herein), and provide a minimum of two (2) dedicated network interfaces per
physical server for connectivity to SunGard’s back-up and management networks. 
  

	a.	 * 

b.    Managed Database Services. SunGard shall provide Managed Database Services for the number of servers and
instances set forth in the Schedule. Managed Database Services include: (i) Advanced Monitoring Services - Database (defined herein); (ii) the initial database build on the server; (iii) database software patch maintenance and
tracking including one (1) version upgrade per contract year, if available from the database

 
vendor, and upon Customer request; (iv) resolution of detected database failures; (v) table compaction or reorganization upon Customer request; (vi) database configuration changes
upon Customer request; and (vii) management of database security access in accordance with Customer-provided written specifications. In addition to the specific Services defined above for Managed Database Services, if Customer also contracts
with SunGard for Data Back-up Services, SunGard will define and implement database back-up and restore methodology. 
  

	c.	 * 

  

	d.	 * 

  

	e.	 * 

f.    Application Support - System Utility Services. SunGard shall provide Application Support - System
Utility Services for the application(s) set forth in the Schedule. Application Support -System Utility Services include: (i) installation of releases, maintenance uplifts and patches upon Customer request; (ii) one (1) version upgrade
per contract year, if available from utility software vendor and upon Customer request; (iii) resolution of detected utility software failures reported by Customer or detected by SunGard; (iv) utility software configuration changes upon
Customer request; and (v) management of ROOT security access, if applicable to the utility. This Service is only available for servers under contract with SunGard for Server Services (as defined herein) and utility applications currently
supported by SunGard as set forth in the Services Guide. 
  

	g.	 * 

  

	C.	 NETWORK SERVICES 

 1.    Network services include those network services and Internet Access Services (as defined below) set forth in the Schedule and as described below (“Network
Services”). Network Services are only available to a customer who has subscribed to other Service(s) under this Exhibit. The Network Services set forth in the Schedule shall be made available to Customer on an exclusive, 24-hour, 7-day per week
basis (excluding downtime attributable to previously scheduled routine and preventative maintenance). All circuits will be connected between the entry point on the SunGard network, as designated and coordinated by SunGard (“Point of
Presence”), and the Designated SunGard Facility set forth in the Schedule. If selected on a Schedule, SunGard shall provide connectivity between the Customer location set forth in the Schedule to the Point of Presence. 

2.    Internet access services provide Customer with access to the Internet from the Designated SunGard
Facility set forth in the Schedule (“Internet Access Services”). The Internet is not owned, operated or managed by, or in any way affiliated with, SunGard or any of SunGard’s affiliates. The Internet is an international computer
network of both Federal and non-Federal inter-operable packet switched data networks. SunGard cannot and does not guarantee that the Internet Access Services will provide Internet access that is sufficient to meet Customer’s needs. Customer
agrees that its use of the Internet is solely at its 

 

  

	
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own risk and is subject to all applicable local, state, national and international laws and regulations (“Applicable Laws”). Customer represents and warrants that it will comply with
all Applicable Laws in its use of the Internet Access Services. 
 3.    Customer hereby acknowledges
receipt of SunGard’s Network Policies and agrees to comply with such Policies at all times while utilizing the Network Services. Customer acknowledges that SunGard may from time-to-time revise its Network Policies, which revisions will be
communicated to Customer by posting on the Portal or via email notification. Customer also acknowledges that a breach of any of the Network Policies may result in the termination of the Network Services if any such breach is not cured within
twenty-four (24) hours of SunGard’s written notice of such breach to Customer. SunGard shall have no liability to Customer for any restriction or termination of the Network Services pursuant to Customer’s violation of the Network
Policies. 
 4.    Network addresses assigned from a SunGard IP network block are non-portable.
Network space allocated to Customer by SunGard must be returned to SunGard in the event Customer discontinues Internet Access Services as defined in this Exhibit for any reason, or upon expiration or cancellation of the Schedule. 

5.    Managed Internet Access Services. Managed Internet Access Services provide Customer with a dedicated IP
connection of Committed Bandwidth Tier Level (as defined in the Schedule) as selected by Customer. Customer can contract to burst above the selected Committed Bandwidth Tier Level up to the Burstable Limit set forth in the Schedule
(“Incremental Burstable Limit”), subject to available bandwidth on SunGard’s network. Customer’s selected Committed Bandwidth Tier Level as well as the associated Incremental Burstable Usage Fees are specified in the Schedule.
Customer’s monthly billing is based on the Committed Bandwidth Tier Level and the actual level of sustained burstable usage (“Burstable Usage”). An Incremental Burstable Usage Fee will be charged for each Mbp(s) exceeding the
contracted Committed Bandwidth Tier Level. All Incremental Burstable Usage Fees are invoiced monthly in arrears. Customer’s Burstable Usage level is determined by traffic samples taken every five (5) minutes over the course of a month. The
traffic samples are ranked from highest to lowest with the top Eve-percent (5%) discarded to account for temporary traffic bursts. The level at which 95% of the samples fall, will be the Customer’s Burstable Usage for that month and will
determine the Customer’s total Incremental Burstable Usage Fees. Burstable Usage will be determined based upon Customer’s utilization data as maintained by SunGard_ In addition, Managed Internet Access Services include domain name
administration services for up to ten (10) primary and/or secondary Customer domain(s). 
  

	6.    *	 

7.    Dedicated Transport Services. SunGard shall provision third party telecommunications circuit(s) for
Customer as set forth in the Schedule. Dedicated Transport Services include: (i) provisioning and installation of dedicated SunGard or third party circuit(s); and (ii) port connections from SunGard’s

 
network distribution center to the Equipment situated in the Space. 
  

	8.    *	 

9.    Managed Load Balancing Services. SunGard shall provide Managed Load Balancing Services for the number of
load balancer devices within a single Designated SunGard Facility as set forth in the Schedule. Managed Load Balancing Services include: (i) Equipment Management Services (as defined herein); (ii) Standard Monitoring Services (as defined
herein); (iii) load balancer policy configuration upon Customer request; (iv) resolution of load balancer problems; and (v) Hardware Installation Services (as defined herein). 

 

	10.  *	 

11.  LAN Services. SunGard shall provide LAN Services for the number of LAN devices within a single Designated SunGard
Facility as set forth in the Schedule. LAN Services include: (i) Equipment Management Services (as defined herein); (ii) Advanced Monitoring Services - Device (as defined herein); (iii) LAN device configuration upon Customer request;
(iv) resolution of LAN device problems; and (v) Hardware Installation Services as defined herein. 
 D.   STORAGE
SERVICES 
 1.    SAN Services. SunGard shall provide storage area network services (“SAN
Services”) for the amount of storage in gigabytes (“GB”) or terabytes (“TB”) and in association with the specific servers (target servers) set forth in the Schedule. SAN Services include: (i) initial installation of
connectivity between the storage device and target server(s) each located at the Designated SunGard Facility; (ii) initial allocation and configuration of storage units to target servers in accordance with the SunGard-supplied and Customer
completed design requirements form; and (iii) problem resolution related to storage connectivity and storage device. If Customer has contracted for Server Services (as defined herein) for the target servers, then SAN Services shall also
include: (i) the initial installation and configuration of path management software, if applicable; (ii) installation of storage management software and related device driver software on the target servers; (iii) application of
maintenance changes; and (iv) problem resolution of path management software, storage management software and related device driver software. Alteration of the storage allocations, the number of connections, the number of target servers, or
hardware and software replacements, will require a modification or upgrade to the affected Schedule prior to any of these additional services being rendered by SunGard. SAN Services do not include installation or support for volume management or
volume replication software. 
 a.    Shared SAN Services. If SAN Services are provided through the
SunGard shared SAN, the Services include: (i) monitoring and maintenance of SAN performance and capacity utilization; (ii) SAN capacity upgrades; and (iii) maintenance services for the storage device. Shared SAN Services products are
referenced in the Schedule as Shared Primary Disk RAID protected as set forth in the Schedule. In 

 

  

					
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order for SunGard to provide Shared SAN Services, Customer must provide server(s) that each contain two (2) SunGard supported Host Bus Adapters, as specified in the Services Guide.

 b.    Dedicated SAN Services. If SAN Services are provided through dedicated and/or
Customer-provided storage devices, the Services shall include Equipment Management Services (as defined herein) for the associated storage devices. Customer acknowledges that the specifications for the design of the SAN must include IP network
connectivity to the hardware, software and network components of the SAN in order for SunGard to provide Equipment Management Services to Customer through SunGard’s management network. In order for SunGard to provide Dedicated SAN Services for
Customer-provided storage devices, Customer must (i) provide SunGard with the appropriate system access and management console (hardware and software) to manage the storage devices; and (ii) contract with the original Equipment
manufacturer for the installation and configuration of the storage devices. 
 Dedicated SAN Services are only available for
SunGard supported storage and network devices, servers, and adapters, as specified in the Services Guide, are utilized in the solution. SAN Services do not include installation or support for volume management or volume replication software.

 2.    Data Back-up Services. 

 

	a.    *	 

b.    * 
 c.    * 
  

	*	 

  

	*	 

d.    * 

3.    Vaulting Services. 
 a.    General, Provisions Applicable to Vaulting Services. Vaulting Services provide for access to centralized off-site automated disk-to-disk back-up data protection and
restoration capability at the Designated SunGard Facility specified in the Schedule (“Vaulting Services”). Physical access to servers in the Designated SunGard Facility where the Vaulting Services are provided shall be in a secure
environment requiring badge access and shall be limited to SunGard employees and contractors, SunGard shall provide Customer with Vaulting Services for the amount of committed storage set forth in the Schedule in GB or TB. Customer is responsible
for (i) securing and maintaining telecommunication services or contracting with SunGard for Network Services to facilitate the connectivity between the source location and the Designated SunGard Facility; (ii) any communication costs
associated with the connection between source and the Designated SunGard Facility; and (iii) payment of any excess usage charges for prior

 
month(s). Customer acknowledges that there will be an additional charge assessed for the Vaulting Services for each GB or TB used by Customer in excess of the storage capacity specified in the
Schedule based on the excess usage fee charge set forth in the Schedule. Additional installation fees and any other ancillary service fees are billed on a one time basis and are due in accordance with the terms of the Master Agreement. 

To facilitate the transfer or restoration of large amounts of Customer’s data transmitted to the Designated SunGard Facility rather
than using a network based connection, a removable disk-based storage device option can be requested from SunGard. Customer’s data will be copied onto the removable storage device and the device will be shipped to the Customer specified
address. Daily rental fees will be charged by SunGard for Customer’s use of the device. The removable disk-based device can also be purchased from SunGard. Customer is responsible for all costs related to the shipping of the storage device(s)
and risk of loss of the storage device(s) passes to Customer upon shipment from the SunGard location. If Customer elects this option for data retrieval, Customer must identify the size of the storage device and the appropriate interface type, either
Universal Serial Bus (USB) or Firewire. 
 Unless otherwise set forth in the Schedule, Customer is responsible for: (i) the
execution of regular back-ups using the Customer selected and SunGard supported vaulting software and to report any errors in executing such back-ups promptly via the portal; and (ii) completing a successful back-up. If Customer cannot
demonstrate that a successful back-up was completed, SunGard will, as an accommodation to Customer, use reasonable efforts to assist Customer in restoration activities, if requested. 

b.    Restoration Support Option.    If contracted for by Customer on the Schedule,
SunGard shall provide Vaulting Services - Restoration Support Option as an additional service to the Vaulting Services (defined herein) for the number of servers or partitions set forth in the Schedule. Vaulting Services - Restoration Support Option
includes: (i) installation of vaulting software on target servers; (ii) configuration of daily back-up and retention schedules in accordance with Customer design requirements form; (iii) execution of daily back-up schedules;
(iv) file restore upon Customer request. If Customer subscribes to Application Services (as defined herein), SunGard will also define and implement Application back-up and restore methodology as part of the Application Services. If Customer
does not contract with SunGard for Application. Services (as defined herein) then Customer is responsible for the back-up and restoration methodology to be utilized for application(s). In order to be eligible for Vaulting Services - Restoration
Support Option, Customer must contract for Vaulting Services (defined herein), Server Services (defined herein) and Restoration Services for Managed IT Services (as defined in the Exhibit for Restoration Services), where SunGard is responsible for
the restoration of the servers based on the contracted-for Services. 
 c.    SunGard-Provided Third
Party Software. Customer acknowledges that SunGard’s delivery of the Vaulting Service involves a SunGard-contracted third party vendor, and with respect to the limitation of liability and Customer

 

  

	
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indemnification obligations contained in the Master Agreement, SunGard’s third party vendor shall be deemed “SunGard”. As part of delivering the Vaulting Services, Customer shall
install and/or configure SunGard-provided third party vendor software (“Third Party Software”) on Customer’s Equipment subject to the terms and conditions contained in the Third Party Software vendor’s license agreement
(“Click-wrap Terms”). Customer shall be directly liable to the Third Party Software vendor for breach of any of the terms or conditions of the Click-wrap Terms. SunGard may perform such installation or configuration on behalf of Customer,
and in such event, (a) Customer shall be deemed for all purposes to have taken such actions and agreed to the Click-wrap Terms, and (b) Customer shall be directly liable to the Third Party Software vendor for any breach of Click-wrap
Terms. All rights not specifically granted to Customer herein are expressly reserved for the Third Party Software vendor. The Third Party Software and all intellectual property rights therein are the exclusive property of SunGard’s third party
vendor. 
 Upon termination or expiration of the Vaulting Services for any reason, all license rights in Third Party Software,
as defined herein, will immediately terminate and Customer must: (i) discontinue all use of the Third Party Software; (ii) erase all copies of the Third Party Software from Customer’s Equipment; and (iii) return any Third Party
Software media, manuals or access keys to SunGard within 30 days or certify in writing to SunGard that it has fully complied with these requirements. 
 E.    REPLICATION SERVICES 
  

	1.    *	 

  

	2.    *	 

F.    SECURITY SERVICES. 
 1.    Managed Firewall & VPN Services. SunGard shall provide Managed Firewall Services for the number of firewalls set forth in the Schedule and five (5) Virtual
Private Network (VPN) tunnels for each firewall, Managed Firewall & VPN Services include: (i) Equipment Management Services (as defined herein); (ii) Standard Monitoring Services (as defined herein); (iii) firewall
configuration based on Customer’s written specifications; (iv) resolution of firewall problems; (v) Hardware Installation Services (as defined herein); (vi) LAN Services (as defined herein) for a SunGard-provided production
switch; and (vii) firewall log reports available to Customer at the Portal and are retained for 90 days. If Customer subscribes to dual firewalls per device (Le. router, server etc.), SunGard shall provide dual firewall devices configured to
provide redundancy should one of the firewalls fail to operate. 
 2.    Managed Intrusion Protection
Services. 
 a.    Managed Intrusion Detection Services (IDS). SunGard shall provide IDS
as set forth in the Schedule as Network IDS and/or Host IDS. For Network IDS, the Services are provided for the number of IDS appliances and network segments as set forth in the Schedule. If multiple network segments are to be monitored, the network
architecture must support VLAN tagging or one Ethernet interface per network segment being

 
monitored. For Host IDS, the Services are provided for the number of servers as set forth in the Schedule. IDS includes: (i) Hardware Installation Services (as defined herein);
(ii) installation and configuration of IDS software; (iii) configuration of IDS rules; (iv) resolution of IDS configuration problems; (v) signature file, appliance and management; (vi) 24x7x365 intrusion monitoring and
notification to Customer of detected alerts based upon manufacturer or Customer approved settings; and (vii) intrusion reports available to Customer at the Portal and retained for 90 days. 

b.    Managed Intrusion Prevention Services (IPS). SunGard shall provide IPS as Network IPS and/or Host IPS
for the number of appliances or servers set forth in the Schedule. IPS includes: (i) Hardware Installation Services (as defined herein; (ii) installation and configuration of IPS software; (iii) network traffic monitoring 24x7x365;
(iv) detection of attempted intrusions and server misuse consisting of traffic abnormalities and/or pre-defined known attack signatures; (v) a monthly report of IPS incidents; and (vi) configuration of IPS rules. For in-line IPS
solutions where the network traffic passes directly through the appliance, the appliance will be configured to monitor and automatically filter attacks based on a predefined list of threats and vulnerabilities. Customer understands and acknowledges
that the device(s) utilized to provide the IPS make decisions to drop packets based upon Customer’s selected criteria and that a packet may generate a “false positive” and be dropped, possibly disrupting valid network activity.

 3.    Managed Vulnerability Protection Services. SunGard shall provide Managed Vulnerability
Protection Services for the number of IP addresses set forth in the Schedule. Managed Vulnerability Protection Services are delivered over the Internet to scrutinize Customer’s Internet facing devices for security vulnerabilities. Managed
Vulnerability Protection Services: (i) identify visible perimeter and/or network devices and map underlying Customer network devices that are accessible from the Internet and provide information about each device; (ii) characterize devices
as access gateways, routers, or other types of equipment, by machine type and operating system; (iii) provide information, such as machine names, and where possible, identifying information about private networks and intranets; and
(iv) identify common TCP/IP services, such as HTTP servers, SMTP servers, and telnet or SSH servers. Scans can be conducted either monthly or quarterly (as set forth in the Schedule) on a date that is mutually agreed to between the parties.
Customer will be provided with a report which includes a summary of the security of the network devices, including summary information about the scan, general network information, specific host information, a list of detected vulnerabilities and an
executive overview that provides a global view of the security level of all networks and IP addresses. 
  

	4.    *	 

  

	a.    *	 

  

	b.    *	 

  

	c.    *	 

 

  

	
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	d.    *	 

  

	e.    *	 

  

	f.    *	 

  

	*	 

G.    MONITORING SERVICES 
 Monitoring Services include: (i) the implementation by SunGard of monitoring rules provided by Customer for the requested device(s), database(s), operating system(s) or website(s); (ii) 24x
7x365 monitoring of alerts generated by the monitoring system; and (iii) notification to Customer of monitoring alerts that may include a service impacting event (as defined in the Services Guide). Monitoring Services are provided within a
measurement period (“Polling Period”) whereby the monitoring system detects resource availability and resource utilization. There may be occasions when monitored resources reset completely within the Polling Period and therefore may not be
monitored during such reset period. In the event there is more than one instance or partition of an operating system or application running on a monitored device or server, then the SunGard monitoring “unit” is per instance instead of per
device or server. 
 1.    Standard Monitoring Services. SunGard shall provide Standard Monitoring
Services for the number of devices and servers set forth in the Schedule. Standard Monitoring Services include the detection of the failure of a device(s) and/or server(s) to respond. The frequency of the polling of devices and/or server(s) will be
every five (5) minutes. Standard Monitoring Services also include a TCP/UDP port monitor, as applicable, to verify that a connection can be made to the network port. 
 2.    * 
 3.    Advanced
Monitoring Services - Operating System.  SunGard shall provide Advanced Monitoring Services - Operating System for the number of servers and the number of operating system partitions set forth in the Schedule. Advanced Monitoring
Services -Operating System include: (1) the provision and installation of a monitoring agent; (ii) the monitoring of CPU, memory, and system disk utilization; and (iii) the monitoring of IP port availability. The frequency of polling
will be every five (5) minutes. 
 4.    Advanced Monitoring Services - Web. SunGard shall
provide Advanced Monitoring Services - Web for the number of instances of Customer’s software set forth on every server (“Customer Instances”). Advanced Monitoring Services - Web include: (i) provisioning and installation of a
monitoring agent (ii) monitoring of Customer specified web server specific services or processes (i.e. DLLhost, InetInfo, and www service); (iii) system level web server logs; (iv) web server performance metrics, such as users and
connections; and (v) the detection of HTTP error codes as described in the Services Guide and URL failure to respond to an HTTP GET request within a specified threshold. The frequency of the polling of URLs will be every five (5) minutes.

 5.    Advanced Monitoring Services - Device. SunGard shall
provide Advanced Monitoring Services - Device for the number of devices set forth in the Schedule. Advanced Monitoring Services -Device include: (i) the monitoring of device CPU, memory, physical hardware and environmental components (i.e.
temperature, voltage, power supply failure, fan failure); and (ii) Wide Area Network interface utilization, as applicable. The frequency of the polling will be every five (5) minutes. 

 

	6.    *	 

  

	7.    *	 

H.    PROBLEM RESOLUTION 
 1.    Detection, Notification and Diagnosis.    As further described in the Service Guide, within fifteen (15) minutes of SunGard’s first
determination that there has been a Service impacting event, SunGard will notify Customer of the problem (unless SunGard was first notified by Customer). If the service impacting event is associated with a device(s) for which Customer has contracted
with SunGard for Equipment Management Services, then SunGard shall immediately engage then-available technical support to assist in problem diagnosis. If the appropriate technical support resource has not been assigned to problem analysis within
fifteen (15) minutes of problem determination, escalation to the next level of Technical Services Management (as defined in the Services Guide) occurs, culminating with escalation of the problem to the Vice President of Operations at the
Designated SunGard Facility in accordance with SunGard’s standard operational procedures. 

2.    Resolution of Service Impacting Event.  As necessary, following the detection and notification
to Customer of a Service impacting event associated with a device for which Customer has contracted with SunGard for Equipment Management Services, if the problem has resulted in a Service outage, SunGard will continue to escalate the problem
internally until the Service is restored. If the Service is not restored within thirty (30) minutes of determination, escalation to the Technical Services Manager and Customer Service occurs. If the Service is not then restored within sixty
(60) minutes, escalation to the Technical Services Director occurs. If the Service is not then restored within ninety (90) minutes, escalation to Vice President of Operations occurs. SunGard shall provide continuous support to Customer in
accordance with the terms of the Master Agreement for problem resolution until the Service has been restored. As necessary, SunGard shall coordinate with the applicable maintenance vendor to facilitate resolution of the issue. 

I.    EXPIRATION/CANCELLATION OF SCHEDULE AND TRANSITION SERVICES 

1.    Upon expiration/cancellation of a Schedule to this Exhibit for any reason other than due to an uncured
material breach by Customer, and provided Customer is not in default of its payment obligations under the applicable Schedule, SunGard shall provide Customer with reasonable transition services and information and documentation that reasonably may
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transition of the Services (“Transition Services”). The Transition Services shall be provided for a period of up to one hundred twenty (120) days, provided Customer continues to
make timely payments of the Monthly Fees attributable to all Schedules to the Master Agreement 

2.    Upon the expiration/cancellation of a Schedule to this Exhibit for any reason SunGard shall delete all
Customer data residing on SunGard-provided Equipment 
 J.    SERVICE LEVEL COMMITMENTS 

The following subsections define the criteria for the Services and the compensation in the form of credit(s) for which Customer is
eligible in the event that the defined criteria was not met for the Service. 
 1.    Internet Access
Availability. 
  

	 	•	 	 * 

  

	 	•	 	 Definition - “Internet availability” is defined as the ability to route a data packet from Customer’s environment
located within a Cabinet or Suite in the Space, to the egress point to the public Internet. 

  

	 	•	 	 Measurement - SunGard will measure availability of the SunGard Internet protocol network by computing the total number of successful
performance measurements between agents as a percentage of the total number of attempts between agents. “Agents” are defined as passive devices that are located in every SunGard hosting facility. Network error conditions are considered
“failed attempts”. Measurements will be posted to the Portal. 

  

	 	•	 	 Remedy - If SunGard fails to provide Internet access in accordance with the Guarantee, then Customer is entitled to a credit equal to
a percentage of the Monthly Fee applicable for such month as set forth on the applicable Schedule, such percentage to be based on the percentage of time during such month that Internet availability did not meet the required percentage set forth
above according to the following chart: 

  

			
	 Internet Availability

Percentage
	  	 Service Credit
 (%
of Monthly Fee)

	 *
	  	*
	 *
	  	*
	 *
	  	*
	 *
	  	*
	 *
	  	*
	 *
	  	*

  

	*	

 2.    Latency.

	 	•	 	 * 

  

	 	•	 	 Definition - Latency is defined as the round trip time it takes for a data packet to travel between two agents within SunGard’s
Internet protocol network. “Agents” are defined as passive devices that are located in every SunGard hosting facility. Each Agent is placed on that hosting facility’s network infrastructure to take measurements across the SunGard
Internet protocol network. 

  

	 	•	 	 Measurement - SunGard will measure latency by averaging sample measurements taken during the prior calendar month between agents on
SunGard’s Internet protocol network. SunGard records the packet measurement based on the time in milliseconds that it takes 10 send a data packet and to receive the acknowledgement of that data packet. Measurements will be posted to the Portal.

  

	 	•	 	 * 

3.    Packet Delivery. 
  

	 	•	 	 * 

  

	 	•	 	 Definition - “Unsuccessful delivery” is defined as packets dropped due to transmission errors or router overload before
exiting the SunGard Internet protocol network. 

  

	 	•	 	 Measurement - SunGard shall measure packet loss by the number of re-transmitted data packet requests. All data packet retransmits are
assumed to be due to a lost packet. Daily measurements will be summed and then divided by thirty (30) to calculate a monthly average. Measurements will be posted to the Portal. 

 

	 	•	 	 * 

  

			
	 Success Rate

Percentage
	  	 Service Credit
 (%
of Monthly Fee)

	 *
	  	*
	 *
	  	*
	 *
	  	*
	 *
	  	*
	 *
	  	*
	 *
	  	*

 4.    Power. 

 

	 	•	 	 * 

  

	 	•	 	 Definition - Provision of uninterrupted power to the Designated SunGard Facility infrastructure and to the Equipment located within
the Designated SunGard Facility based upon the capacity specified in the Schedule. Only Customers who contract for a 13-Side Circuit and have Customer-provided Equipment that supports multiple redundant power feeds or who have

 

  

	
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integrated a static switch to provide redundancy to a single fed piece of Customer-provided Equipment qualify for the Guarantee. The Service Level Commitment is not available to Customers who
have contracted for only A-Side Power Circuit(s) (without a B-Side Circuit(s)) or if Customer’s total utilization of an A & B Side pair exceeds 80% of the capacity of one of the circuits in the pair. 

 

	 	•	 	 Measurement - Power availability is measured as the unscheduled time that the SunGard-provided dual power feeds were simultaneously
unavailable. 

  

	 	•	 	 Remedy - If power is unavailable as a result of SunGard’s actions or inactions, such that Customer’s Services are interrupted, then
Customer is entitled to a credit equal to a percentage of the Monthly Fee applicable for such month as set forth on the applicable Schedule, such percentage to be based on actual power availability according to the following chart:

  

			
	Power Availability Service Credit
	Percentage	  	(% of Monthly Fee)
	 *
	  	    *
	 *
	  	    *
	 *
	  	    *
	 *
	  	    *
	 *
	  	    *
	 *
	  	    *

 *     
  

	5.	 System Availability. 

  

	•	 	 * 

  

	•	 	 Measurement - System Availability will be measured utilizing internal monitoring software to measure the availability of
Customer’s System. The System shall be deemed available if the System is responsive to standard ICMP or SNMP requests. 

  

	•	 	 Remedy - If SunGard fails to provide System Availability in accordance with the Guarantee, then Customer is entitled to a credit equal
to a percentage of the Monthly Fee applicable for such month as set forth on the applicable Schedule, such percentage to be based on the percentage of time during such month that System Availability did not meet the required percentage set forth
above according to the following chart: 

  

			
	Internet Availability Service Credit
	Percentage	  	(% of Monthly Fee)
	 *
	  	    *
	 *
	  	    *
	 *
	  	    *
	 *
	  	    *
	 *
	  	    *
	 *
	  	    *

 *     
  

	6.	Network Hardware Availability. 

  

	•	 	 * 

  

	•	 	 Measurement - SunGard shall monitor the network hardware and the network devices shall be polled every five (5) minutes via a
standard ICMP or SNMP poll. 

  

	•	 	 * 

 • 

 

			
	 Internet Availability

Percentage (Redundant)
	  	 Service Credit
 (%
of Monthly Fee)

	 *
	  	*        
	 *
	  	*        
	 *
	  	*        
	 *
	  	*        
	 *
	  	*        
	 *
	  	*        

  

			
	Internet Availability
	 Percentage

(Non-Redundant)
	  	 Service Credit
 (%
of Monthly Fee)

	 *
	  	*        
	 *
	  	*        
	 *
	  	*        
	 *
	  	*        
	 *
	  	*        
	 *
	  	*        

 *     
  

	7.	* 

  

	•	 	 * 

  

	•	 	 * 

  

	•	 	 * 

  

	•	 	 * 

  

			
	 Internet Availability

Percentage
	  	 Service Credit
 (%
of Monthly Fee)

	 *
	  	*        
	 *
	  	*        
	 *
	  	*        
	 *
	  	*        
	 *
	  	*        
	 *
	  	*        

 * 
  

	8.	Full Infrastructure Management Availability. 

  

	•	* 

 

  
 -15-

 Confidential Treatment Requested 

 
  

	•	 	 Measurement - SunGard shall monitor all Equipment and polling shall occur every five (5) minutes via a standard ICMP or SNMP
poll. 

  

	•	* 

  

 
  
  

			
	 Internet Availability

Percentage
	  	 Service Credit
 (%
of Monthly Fee)

	 *
	  	*        
	 *
	  	*        
	 *
	  	*        
	 *
	  	*        
	 *
	  	*        
	 *
	  	*        

 * 
  

	9.	Notification. 

  

	•	 	 Guarantee - As further described in the Services Guide, SunGard shall notify Customer, in the manner as set forth herein and in
SunGard’s Services Guide within fifteen (15) minutes after SunGard has determined that Customer’s Equipment/Services are unavailable. 

  

	•	 	 Remedy - SunGard shall credit Customer three (3) day’s Monthly Fee for the applicable Schedule for each incident during the
prior calendar month in which SunGard fails to meet the Notification Guarantee. In the event that Customer notifies SunGard regarding unavailability of Equipment/Services, this remedy is not operational. 

 

	10.	 Security Services Log Retention. 

  

	•	 * 

  

	•	 * 

  

	11.	 Security Alert. 

  

	•	 * 

  

	•	 * 

  

	12.	 Remedies General. 

 * 
 * 
 13. Software Failure. Customer acknowledges that SunGard is not the developer of any of the Software product(s) used to provide the Services hereunder. In the event of a Software Failure, if in the
reasonable discretion of SunGard and Customer, such Software Failure cannot be cured and it at the time of such failure no other functionally equivalent Software

 
compatible with the Equipment is commercially available, Customer shall have the right to immediately terminate the applicable Schedule without penalty to either party. SunGard shall not be
liable to Customer or any third party for any damages with respect to such termination. 
 14. Use of Subcontractors. As
of the Effective Date of the Master Agreement, SunGard represents that the following Managed Services do not involve any direct SunGard third party contractors: 

	 	a.	 OS Management 

	 	b.	 RedHat enterprise Linux ES Software Licensing 

	 	c.	 Windows Standard Edition Server Processor Software Licensing 

	 	d.	 Managed internet access 

	 	e.	 Managed switches 

	 	f.	 Managed load balancers 

	 	g.	 Managed firewalls 

	 	h.	 Managed intrusion detection 

 Notwithstanding the foregoing representation, Customer acknowledges that such Services involve third party hardware and software. The above representation is valid solely as of the Effective Date of the
Master Agreement and, in the event that Customer elects to enter Schedules for Managed Services subsequent to the Master Agreement Effective Date, Customer may request and SunGard shall provide updated representations each as required under
Section 4(h) of the Master Agreement. 
 All trademarks and registered trademarks are the property of their respective
owners. 
 MIT0108

 

  
 -16-

 EXHIBIT A TO THE 

MASTER AGREEMENT FOR U.S. AVAILABILITY SERVICES 
 DATED January 1, 2009 
 Page 1 of 3 

Protected Health Information. Customer may be subject to, and is considered a “Covered Entity” under, the provisions of
the privacy regulations, 45 CFR Part 160 and Part 164, Subparts A and E (the “Privacy Regulations”) and the security regulations, 45 CFR Part 160, Part 162 and Part 164, (the “Security Regulations”) under the Health Insurance
Portability and Accountability Act of 1996, 42 U.S.C. § 1171, et seq. (“HIPAA”). From time to time, in the course of providing services to Customer under the Master Agreement, SunGard may receive from Customer or its customers certain
information relating to an individual’s physical or mental health that may constitute “protected health information” as defined in the Privacy Regulations. Such protected health information received by SunGard from Customer, its
customers or on Customer’s or its customers’ behalf (“PHI”) shall be subject to the following: 
  

	1.	 Restriction on Use and Disclosure of PHI; Access to PHI. 

 

	 	a.	 SunGard agrees to not use or disclose PHI other than as permitted or required by this Master Agreement or as “Required By Law” (as defined
in the Privacy Regulations). 

  

	 	b.	 SunGard agrees to use appropriate safeguards to prevent use or disclosure of PHI other than as provided for by this Master Agreement.

  

	 	c.	 SunGard agrees to mitigate, to the extent practicable, any harmful effect that is known to SunGard of a use or disclosure of PHI by SunGard in
violation of the requirements of this Master Agreement. 

  

	 	d.	 SunGard agrees to report to Customer within five (5) business days any use or disclosure of PHI not provided for by this Master Agreement of
which SunGard becomes aware. SunGard shall also notify Customer in writing within five (5) business days of receipt of any third party complaint that SunGard receives concerning the handling of PHI under this Exhibit A.

  

	 	e.	 SunGard agrees to ensure that any agent, including a subcontractor, to whom it provides PHI agrees to the same restrictions and conditions that
apply through this Exhibit A to SunGard with respect to such information. 

  

	 	f.	 SunGard agrees to provide access, within 30 days after written notice is received from Customer, to PHI in a “Designated Record Set” (as
defined in the Privacy Regulations), to Customer or, as directed by Customer, to an “Individual” (as defined in the Privacy Regulations) in order to meet the requirements under 45 CFR § 164.524. Notwithstanding the 30 day period
described in the preceding sentence and only with respect to Customer’s customers United HealthCare Services, Inc. Kaiser Foundation Hospitals, the notice period shall be 15 days. 

 

	 	g.	 SunGard agrees to make any amendment(s) to PHI in a Designated Record Set that the Customer directs or agrees to pursuant to 45 CFR § 164.526
within 30 days after written notice is received from Customer, Notwithstanding the 30 day period described in the preceding sentence and only with respect to Customer’s customers United HealthCare Services, Inc. Kaiser Foundation Hospitals, the
notice period shall be 15 days. 

  

	 	h.	 SunGard agrees to make internal practices, books, and records, including policies and procedures and PHI, relating to the use and disclosure of PHI
available to the Secretary of the Department of Health and Human Services or his designee, within 30 days after written notice is received from Customer or at a time reasonably designated by the Secretary, for purposes of the Secretary determining
Customer’s compliance with the Privacy Regulations; provided that such access shall only be provided to the extent it would not interfere with another Customer’s use of the Recovery Services during a test or disaster of such other
Customer. Notwithstanding the 30 day period described in the preceding sentence and only with respect to Customer’s customers United HealthCare Services, Inc. Kaiser Foundation Hospitals, the notice period shall be 15 days.

  

	 	i.	 SunGard agrees to document such disclosures of PHI and information related to such disclosures as would be required for Customer to respond to a
request by an Individual for an accounting of disclosures of PHI in accordance with 45 CFR § 164.528. 

  

	 	j.	 SunGard agrees to provide to Customer or an Individual, within 30 days after written notice is received from Customer or an Individual, information
collected in accordance with Section 3(e)(i)(i) above, to permit Customer to respond to a request by an Individual for an accounting of disclosures of PHI in accordance with 45 CFR § 164.528. 

 

					
		 	  THE TERMS OF THIS EXHIBIT ARE
CONFIDENTIAL  	 	

	2.	 Permitted Use and Disclosure of PHI. 

  

	 	a.	 Except as otherwise limited in this Master Agreement, SunGard may use PHI for the proper management and administration of SunGard or to carry out
the legal responsibilities of SunGard. 

  

	 	b.	 Except as otherwise limited in this Master Agreement, SunGard may disclose PHI for the proper management and administration of SunGard, provided
that disclosures are Required By Law, or SunGard obtains reasonable assurances from the person to whom the information is disclosed that it will remain confidential and used or further disclosed only as Required By Law or for the purpose for which
it was disclosed to the person, and the person notifies SunGard of any instances of which it is aware in which the confidentiality of the information has been breached. 

 

	3.	 Obligations of Customer. 

  

	 	a.	 Customer shall notify SunGard of any limitation(s) in its notice of privacy practices of Customer in accordance with 45 CFR § 164.520, to the
extent that such limitation may affect SunGard’s use or disclosure of PHI. 

  

	 	b.	 Customer shall notify SunGard of any changes in, or revocation of, permission by an Individual to use or disclose PHI, to the extent that such
changes may affect SunGard’s use or disclosure of PHI. 

  

	 	c.	 Customer shall notify SunGard of any restriction to the use or disclosure of PHI that Customer has agreed to in accordance with 45 CFR §
164.522, to the extent that such restriction may affect SunGard’s use or disclosure of PHI. 

  

	 	d.	 Customer shall not request SunGard to use or disclose PHI in any manner that would not be permissible under the Privacy Regulations if done by
Customer. 

  

	 	e.	 At the conclusion of any Disaster, extended use, Test, or other use of the Recovery Services, Customer shall remove, erase or destroy all PHI it
maintained in any form, recorded on any medium, or stored in any storage system as part of its use of the Recovery Services. 

  

	4.	 The terms of this Exhibit A shall survive termination of the Master Agreement and shall terminate when all PHI is destroyed or returned to Customer,
or, if it is infeasible to return or destroy PHI, protections are extended to such information, in accordance with the termination provisions below. 

  

	5.	 Except as provided below, upon termination of this Master Agreement, for any reason, SunGard shall return or destroy all PHI still in its
possession. This provision shall apply to PHI that is in the possession of subcontractors or agents of SunGard. SunGard shall retain no copies of PHI. 

 

	6.	 In the event that SunGard determines that returning or destroying PHI is infeasible, SunGard shall provide to Customer notification of the
conditions that make return or destruction infeasible. SunGard shall extend the protections of this Master Agreement to such PHI and limit further uses and disclosures of such PHI to those purposes that make the return or destruction infeasible, for
so long as SunGard maintains such PHI. 

  

	7.	 On and after the effective date of March 19, 2005, and to the extent required by, 45 CFR 164.314(a)(2), SunGard agrees to:

  

	 	a.	 implement administrative, physical and technical safeguards that reasonably and appropriately protect the confidentiality, integrity, and
availability of the electronic PHI that it creates, receives, maintains, or transmits on behalf of Customer, 

  

	 	b.	 ensure that any agent, including a subcontractor, to whom it provides such PHI agrees to implement reasonable and appropriate safeguards to protect
it; and 

  

	 	c.	 report to Customer any security incident of which it becomes aware. 

 

	8.	 Upon Customers knowledge of a material breach by SunGard of this Exhibit A, Customer shall either: 

 

	 	a.	 provide a 30 day opportunity for SunGard to cure the breach or end the violation and terminate this Agreement if SunGard does not cure the breach or
end the violation within the 30 day cure period; 

  

	 	b.	 immediately terminate this Agreement if SunGard has breached a material term of this Section 3(e) and cure is not possible; or

  

					
		 	  THE TERMS OF THIS EXHIBIT ARE
CONFIDENTIAL  	 	

	 	c.	if neither termination nor cure are feasible, Customer shall report the violation to the Secretary of the Department of Health and Human Services.

  
  
 By the signatures of their duly authorized representatives below, SunGard and Customer, intending to be legally bound, agree to all of the provisions of this Addendum and ratify the terms of the Master
Agreement. 

 

			
	SUNGARD AVAILABILITY SERVICES LP
		
	By:	  	 /s/ P. Gerraras

			
		
	Print Name:	 	 P. Gerarras

			
		
	Print Title:	 	 SVP Sales

			
		
	Date Signed:	 	 December 18, 2008

			
	CUSTOMER: JIVE SOFTWARE, INC.
		
	By:	 	 /s/ Robert F. Brown

			
		
	Print Name:	 	 Robert F. Brown

			
		
	Print Title:	 	 VP Client Services

			
		
	Date Signed:	 	 December 16, 2008

 

  
  

 
  
  

 
  

					
		 	  THE TERMS OF THIS EXHIBIT ARE
CONFIDENTIALIO Turbine, Inc. 2009 Equity Incentive Plan

 Exhibit 10.20 
 IO TURBINE, INC. 
 2009 EQUITY INCENTIVE PLAN 

(amended and restated on August 24, 2010) 
 1. Purposes of the Plan. The purposes of this Plan are: 
  

	 	•	 	 to attract and retain the best available personnel for positions of substantial responsibility, 

 

	 	•	 	 to provide additional incentive to Employees, Directors and Consultants, and 

 

	 	•	 	 to promote the success of the Company’s business. 

 The Plan permits the grant of Incentive Stock Options, Nonstatutory Stock Options, Stock Appreciation Rights, Restricted Stock and Restricted Stock Units. 

2. Definitions. As used herein, the following definitions will apply: 

(a) “Administrator” means the Board or any of its Committees as will be administering the Plan, in
accordance with Section 4 of the Plan. 
 (b) “Applicable Laws” means the requirements
relating to the administration of equity-based awards under U.S. state corporate laws, U.S. federal and state securities laws, the Code, any stock exchange or quotation system on which the Common Stock is listed or quoted and the applicable laws of
any foreign country or jurisdiction where Awards are, or will be, granted under the Plan. 
 (c)
“Award” means, individually or collectively, a grant under the Plan of Options, Stock Appreciation Rights, Restricted Stock, or Restricted Stock Units. 

(d) “Award Agreement” means the written or electronic agreement setting forth the terms and provisions
applicable to each Award granted under the Plan. The Award Agreement is subject to the terms and conditions of the Plan. 
 (e) “Board” means the Board of Directors of the Company. 
 (f) “Change in Control” means the occurrence of any of the following events: 
 (i) Change in Ownership of the Company. A change in the ownership of the Company which occurs on the date that any one person, or more than one person acting as a group (“Person”),
acquires ownership of the stock of the Company that, together with the stock held by such Person, constitutes more than 50% of the total voting power of the stock of the Company, except that any change in the ownership of the stock of the Company as
a result of a private financing of the Company that is approved by the Board will not be considered a Change in Control; or 

 (ii) Change in Effective Control of the Company. If the Company has a
class of securities registered pursuant to Section 12 of the Exchange Act, a change in the effective control of the Company which occurs on the date that a majority of members of the Board is replaced during any twelve (12) month period by
Directors whose appointment or election is not endorsed by a majority of the members of the Board prior to the date of the appointment or election. For purposes of this clause (ii), if any Person is considered to be in effective control of the
Company, the acquisition of additional control of the Company by the same Person will not be considered a Change in Control; or 
 (iii) Change in Ownership of a Substantial Portion of the Company’s Assets. A change in the ownership of a substantial portion of the Company’s assets which occurs on the date that any
Person acquires (or has acquired during the twelve (12) month period ending on the date of the most recent acquisition by such person or persons) assets from the Company that have a total gross fair market value equal to or more than 50% of the
total gross fair market value of all of the assets of the Company immediately prior to such acquisition or acquisitions. For purposes of this subsection (iii), gross fair market value means the value of the assets of the Company, or the value of the
assets being disposed of, determined without regard to any liabilities associated with such assets. 
 For
purposes of this Section 2(f), persons will be considered to be acting as a group if they are owners of a corporation that enters into a merger, consolidation, purchase or acquisition of stock, or similar business transaction with the Company.

 Notwithstanding the foregoing, a transaction will not be deemed a Change in Control unless the transaction
qualifies as a change in control event within the meaning of Code Section 409A, as it has been and may be amended from time to time, and any proposed or final Treasury Regulations and Internal Revenue Service guidance that has been promulgated
or may be promulgated thereunder from time to time. 
 Further and for the avoidance of doubt, a transaction will
not constitute a Change in Control if: (i) its sole purpose is to change the state of the Company’s incorporation, or (ii) its sole purpose is to create a holding company that will be owned in substantially the same proportions by the
persons who held the Company’s securities immediately before such transaction. 
 (g)
“Code” means the Internal Revenue Code of 1986, as amended. Any reference to a section of the Code herein will be a reference to any successor or amended section of the Code. 

(h) “Committee” means a committee of Directors or of other individuals satisfying Applicable Laws
appointed by the Board, or by the compensation committee of the Board, in accordance with Section 4 hereof. 

(i) “Common Stock” means the common stock of the Company. 

  
 -2-

 (j) “Company” means IO Turbine, Inc., a Delaware
corporation, or any successor thereto. 
 (k) “Consultant” means any individual, including an
advisor, engaged by the Company or a Parent or Subsidiary to render services to such entity. For the avoidance of doubt, the term “Consultant” shall not include any entity or any non-natural person. 

(l) “Director” means a member of the Board. 

(m) “Disability” means total and permanent disability as defined in Code Section 22(e)(3), provided
that in the case of Awards other than Incentive Stock Options, the Administrator in its discretion may determine whether a permanent and total disability exists in accordance with uniform and non-discriminatory standards adopted by the Administrator
from time to time. 
 (n) “Employee” means any person, including officers and Directors,
employed by the Company or any Parent or Subsidiary of the Company. Neither service as a Director nor payment of a director’s fee by the Company will be sufficient to constitute “employment” by the Company. 

(o) “Exchange Act” means the Securities Exchange Act of 1934, as amended. 

(p) “Exchange Program” means a program under which (i) outstanding Awards are surrendered or
cancelled in exchange for Awards of the same type (which may have higher or lower exercise prices and different terms), Awards of a different type, and/or cash, (ii) Participants would have the opportunity to transfer any outstanding Awards to
a financial institution or other person or entity selected by the Administrator, and/or (iii) the exercise price of an outstanding Award is reduced or increased. The Administrator will determine the terms and conditions of any Exchange Program
in its sole discretion. 
 (q) “Fair Market Value” means, as of any date, the value of Common
Stock determined as follows: 
 (i) If the Common Stock is listed on any established stock exchange or a national
market system, including without limitation the Nasdaq Global Select Market, the Nasdaq Global Market or the Nasdaq Capital Market of The Nasdaq Stock Market, its Fair Market Value will be the closing sales price for such stock (or the closing bid,
if no sales were reported) as quoted on such exchange or system on the day of determination, as reported in The Wall Street Journal or such other source as the Administrator deems reliable; 

(ii) If the Common Stock is regularly quoted by a recognized securities dealer but selling prices are not reported, the
Fair Market Value of a Share will be the mean between the high bid and low asked prices for the Common Stock on the day of determination (or, if no bids and asks were reported on that date, as applicable, on the last trading date such bids and asks
were reported), as reported in The Wall Street Journal or such other source as the Administrator deems reliable; or 

  
 -3-

 (iii) In the absence of an established market for the Common Stock, the Fair
Market Value will be determined in good faith by the Administrator. 
 (r) “Incentive Stock
Option” means an Option that by its terms qualifies and is otherwise intended to qualify as an incentive stock option within the meaning of Code Section 422 and the regulations promulgated thereunder. 

(s) “Nonstatutory Stock Option” means an Option that by its terms does not qualify or is not intended to
qualify as an Incentive Stock Option. 
 (t) “Option” means a stock option granted pursuant to
the Plan. 
 (u) “Parent” means a “parent corporation,” whether now or hereafter
existing, as defined in Code Section 424(e). 
 (v) “Participant” means the holder of an
outstanding Award. 
 (w) “Period of Restriction” means the period during which the transfer of
Shares of Restricted Stock are subject to restrictions and therefore, the Shares are subject to a substantial risk of forfeiture. Such restrictions may be based on the passage of time, the achievement of target levels of performance, or the
occurrence of other events as determined by the Administrator. 
 (x) “Plan” means this 2009
Equity Incentive Plan. 
 (y) “Restricted Stock” means Shares issued pursuant to an Award of
Restricted Stock under Section 8 of the Plan, or issued pursuant to the early exercise of an Option. 
 (z)
“Restricted Stock Unit” means a bookkeeping entry representing an amount equal to the Fair Market Value of one Share, granted pursuant to Section 9. Each Restricted Stock Unit represents an unfunded and unsecured obligation of
the Company. 
 (aa) “Service Provider” means an Employee, Director or Consultant. 

(bb) “Share” means a share of the Common Stock, as adjusted in accordance with Section 13 of the
Plan. 
 (cc) “Stock Appreciation Right” means an Award, granted alone or in connection with an
Option, that pursuant to Section 7 is designated as a Stock Appreciation Right. 
 (dd)
“Subsidiary” means a “subsidiary corporation,” whether now or hereafter existing, as defined in Code Section 424(f). 
 3. Stock Subject to the Plan. 
 (a)
Stock Subject to the Plan. Subject to the provisions of Section 13 of the Plan, the maximum aggregate number of Shares that may be subject to Awards and sold under the Plan is 3,990,969 Shares. The Shares may be authorized but unissued,
or reacquired Common Stock. 

  
 -4-

 (b) Lapsed Awards. If an Award expires or becomes unexercisable
without having been exercised in full, is surrendered pursuant to an Exchange Program, or, with respect to Restricted Stock or Restricted Stock Units, is forfeited to or repurchased by the Company due to the failure to vest, the unpurchased Shares
(or for Awards other than Options or Stock Appreciation Rights the forfeited or repurchased Shares) which were subject thereto will become available for future grant or sale under the Plan (unless the Plan has terminated). With respect to Stock
Appreciation Rights, only Shares actually issued pursuant to a Stock Appreciation Right will cease to be available under the Plan; all remaining Shares under Stock Appreciation Rights will remain available for future grant or sale under the Plan
(unless the Plan has terminated). Shares that have actually been issued under the Plan under any Award will not be returned to the Plan and will not become available for future distribution under the Plan; provided, however, that if Shares issued
pursuant to Awards of Restricted Stock or Restricted Stock Units are repurchased by the Company or are forfeited to the Company due to the failure to vest, such Shares will become available for future grant under the Plan. Shares used to pay the
exercise price of an Award or to satisfy the tax withholding obligations related to an Award will become available for future grant or sale under the Plan. To the extent an Award under the Plan is paid out in cash rather than Shares, such cash
payment will not result in reducing the number of Shares available for issuance under the Plan. Notwithstanding the foregoing and, subject to adjustment as provided in Section 13, the maximum number of Shares that may be issued upon the
exercise of Incentive Stock Options will equal the aggregate Share number stated in Section 3(a), plus, to the extent allowable under Code Section 422 and the Treasury Regulations promulgated thereunder, any Shares that become available
for issuance under the Plan pursuant to Section 3(b). 
 (c) Share Reserve. The Company, during the
term of this Plan, will at all times reserve and keep available such number of Shares as will be sufficient to satisfy the requirements of the Plan. 
 4. Administration of the Plan. 
 (a) Procedure.

 (i) Multiple Administrative Bodies. Different Committees with respect to different groups of Service
Providers may administer the Plan. 
 (ii) Other Administration. Other than as provided above, the Plan
will be administered by (A) the Board or (B) a Committee, which Committee will be constituted to satisfy Applicable Laws. 
 (b) Powers of the Administrator. Subject to the provisions of the Plan, and in the case of a Committee, subject to the specific duties delegated by the Board to such Committee, the Administrator
will have the authority, in its discretion: 
 (i) to determine the Fair Market Value; 

(ii) to select the Service Providers to whom Awards may be granted hereunder; 

  
 -5-

 (iii) to determine the number of Shares to be covered by each Award granted
hereunder; 
 (iv) to approve forms of Award Agreements for use under the Plan; 

(v) to determine the terms and conditions, not inconsistent with the terms of the Plan, of any Award granted hereunder.
Such terms and conditions include, but are not limited to, the exercise price, the time or times when Awards may be exercised (which may be based on performance criteria), any vesting acceleration or waiver of forfeiture restrictions, and any
restriction or limitation regarding any Award or the Shares relating thereto, based in each case on such factors as the Administrator will determine; 
 (vi) to institute and determine the terms and conditions of an Exchange Program; 
 (vii) to construe and interpret the terms of the Plan and Awards granted pursuant to the Plan; 
 (viii) to prescribe, amend and rescind rules and regulations relating to the Plan, including rules and regulations relating to sub-plans established for the purpose of satisfying applicable foreign laws
or for qualifying for favorable tax treatment under applicable foreign laws; 
 (ix) to modify or amend each
Award (subject to Section 18(c) of the Plan), including but not limited to the discretionary authority to extend the post-termination exercisability period of Awards and to extend the maximum term of an Option (subject to Section 6(d));

 (x) to allow Participants to satisfy withholding tax obligations in a manner prescribed in Section 14;

 (xi) to authorize any person to execute on behalf of the Company any instrument required to effect the grant
of an Award previously granted by the Administrator; 
 (xii) to allow a Participant to defer the receipt of the
payment of cash or the delivery of Shares that otherwise would be due to such Participant under an Award; and 

(xiii) to make all other determinations deemed necessary or advisable for administering the Plan. 

(c) Effect of Administrator’s Decision. The Administrator’s decisions, determinations and
interpretations will be final and binding on all Participants and any other holders of Awards. 
 5. Eligibility.
Nonstatutory Stock Options, Stock Appreciation Rights, Restricted Stock, and Restricted Stock Units may be granted to Service Providers. Incentive Stock Options may be granted only to Employees. 

  
 -6-

 6. Stock Options. 

(a) Grant of Options. Subject to the terms and provisions of the Plan, the Administrator, at any time and from time
to time, may grant Options in such amounts as the Administrator, in its sole discretion, will determine. 
 (b)
Option Agreement. Each Award of an Option will be evidenced by an Award Agreement that will specify the exercise price, the term of the Option, the number of Shares subject to the Option, the exercise restrictions, if any, applicable to the
Option, and such other terms and conditions as the Administrator, in its sole discretion, will determine. 
 (c)
Limitations. Each Option will be designated in the Award Agreement as either an Incentive Stock Option or a Nonstatutory Stock Option. Notwithstanding such designation, however, to the extent that the aggregate Fair Market Value of the Shares
with respect to which Incentive Stock Options are exercisable for the first time by the Participant during any calendar year (under all plans of the Company and any Parent or Subsidiary) exceeds one hundred thousand dollars ($100,000), such Options
will be treated as Nonstatutory Stock Options. For purposes of this Section 6(c), Incentive Stock Options will be taken into account in the order in which they were granted, the Fair Market Value of the Shares will be determined as of the time
the Option with respect to such Shares is granted, and calculation will be performed in accordance with Code Section 422 and Treasury Regulations promulgated thereunder. 

(d) Term of Option. The term of each Option will be stated in the Award Agreement; provided, however, that the term
will be no more than ten (10) years from the date of grant thereof. In the case of an Incentive Stock Option granted to a Participant who, at the time the Incentive Stock Option is granted, owns stock representing more than ten percent
(10%) of the total combined voting power of all classes of stock of the Company or any Parent or Subsidiary, the term of the Incentive Stock Option will be five (5) years from the date of grant or such shorter term as may be provided in
the Award Agreement. 
 (e) Option Exercise Price and Consideration. 

(i) Exercise Price. The per Share exercise price for the Shares to be issued pursuant to the exercise of an Option
will be determined by the Administrator, but will be no less than one hundred percent (100%) of the Fair Market Value per Share on the date of grant. In addition, in the case of an Incentive Stock Option granted to an Employee who owns stock
representing more than ten percent (10%) of the voting power of all classes of stock of the Company or any Parent or Subsidiary, the per Share exercise price will be no less than one hundred ten percent (110%) of the Fair Market Value per
Share on the date of grant. Notwithstanding the foregoing provisions of this Section 6(e)(i), Options may be granted with a per Share exercise price of less than one hundred percent (100%) of the Fair Market Value per Share on the date of
grant pursuant to a transaction described in, and in a manner consistent with, Code Section 424(a). 
 (ii)
Waiting Period and Exercise Dates. At the time an Option is granted, the Administrator will fix the period within which the Option may be exercised and will determine any conditions that must be satisfied before the Option may be exercised.

  
 -7-

 (iii) Form of Consideration. The Administrator will determine the
acceptable form of consideration for exercising an Option, including the method of payment. In the case of an Incentive Stock Option, the Administrator will determine the acceptable form of consideration at the time of grant. Such consideration may
consist entirely of: (1) cash; (2) check; (3) promissory note, to the extent permitted by Applicable Laws, (4) other Shares, provided that such Shares have a Fair Market Value on the date of surrender equal to the aggregate
exercise price of the Shares as to which such Option will be exercised and provided further that accepting such Shares will not result in any adverse accounting consequences to the Company, as the Administrator determines in its sole discretion;
(5) consideration received by the Company under cashless exercise program (whether through a broker or otherwise) implemented by the Company in connection with the Plan; (6) by net exercise, (7) such other consideration and method of
payment for the issuance of Shares to the extent permitted by Applicable Laws, or (8) any combination of the foregoing methods of payment. In making its determination as to the type of consideration to accept, the Administrator will consider if
acceptance of such consideration may be reasonably expected to benefit the Company. 
 (f) Exercise of
Option. 
 (i) Procedure for Exercise; Rights as a Stockholder. Any Option granted hereunder will be
exercisable according to the terms of the Plan and at such times and under such conditions as determined by the Administrator and set forth in the Award Agreement. An Option may not be exercised for a fraction of a Share. 

An Option will be deemed exercised when the Company receives: (i) notice of exercise (in such form as the
Administrator may specify from time to time) from the person entitled to exercise the Option, and (ii) full payment for the Shares with respect to which the Option is exercised (together with applicable tax withholding). Full payment may
consist of any consideration and method of payment authorized by the Administrator and permitted by the Award Agreement and the Plan. Shares issued upon exercise of an Option will be issued in the name of the Participant or, if requested by the
Participant, in the name of the Participant and his or her spouse. Until the Shares are issued (as evidenced by the appropriate entry on the books of the Company or of a duly authorized transfer agent of the Company), no right to vote or receive
dividends or any other rights as a stockholder will exist with respect to the Shares subject to an Option, notwithstanding the exercise of the Option. The Company will issue (or cause to be issued) such Shares promptly after the Option is exercised.
No adjustment will be made for a dividend or other right for which the record date is prior to the date the Shares are issued, except as provided in Section 13 of the Plan. 

Exercising an Option in any manner will decrease the number of Shares thereafter available, both for purposes of the Plan
and for sale under the Option, by the number of Shares as to which the Option is exercised. 
 (ii)
Termination of Relationship as a Service Provider. If a Participant ceases to be a Service Provider, other than upon the Participant’s termination as the result of the Participant’s death or Disability, the Participant may exercise
his or her Option within thirty (30) days of termination, or such longer period of time as is specified in the Award Agreement (but in no event later than the expiration of the term of such Option as set forth in the Award Agreement) to the
extent that the Option is vested on the date of termination. Unless otherwise provided by the 

  
 -8-

 
Administrator, if on the date of termination the Participant is not vested as to his or her entire Option, the Shares covered by the unvested portion of the Option will revert to the Plan. If
after termination the Participant does not exercise his or her Option within the time specified by the Administrator, the Option will terminate, and the Shares covered by such Option will revert to the Plan. 

(iii) Disability of Participant. If a Participant ceases to be a Service Provider as a result of the
Participant’s Disability, the Participant may exercise his or her Option within six (6) months of termination, or such longer period of time as is specified in the Award Agreement (but in no event later than the expiration of the term of
such Option as set forth in the Award Agreement) to the extent the Option is vested on the date of termination. Unless otherwise provided by the Administrator, if on the date of termination the Participant is not vested as to his or her entire
Option, the Shares covered by the unvested portion of the Option will revert to the Plan. If after termination the Participant does not exercise his or her Option within the time specified herein, the Option will terminate, and the Shares covered by
such Option will revert to the Plan. 
 (iv) Death of Participant. If a Participant dies while a Service
Provider, the Option may be exercised within six (6) months following the Participant’s death, or within such longer period of time as is specified in the Award Agreement (but in no event later than the expiration of the term of such
Option as set forth in the Award Agreement) to the extent that the Option is vested on the date of death, by the Participant’s designated beneficiary, provided such beneficiary has been designated prior to the Participant’s death in a form
acceptable to the Administrator. If no such beneficiary has been designated by the Participant, then such Option may be exercised by the personal representative of the Participant’s estate or by the person(s) to whom the Option is transferred
pursuant to the Participant’s will or in accordance with the laws of descent and distribution. Unless otherwise provided by the Administrator, if at the time of death Participant is not vested as to his or her entire Option, the Shares covered
by the unvested portion of the Option will immediately revert to the Plan. If the Option is not so exercised within the time specified herein, the Option will terminate, and the Shares covered by such Option will revert to the Plan. 

7. Stock Appreciation Rights. 
 (a) Grant of Stock Appreciation Rights. Subject to the terms and conditions of the Plan, a Stock Appreciation Right may be granted to Service Providers at any time and from time to time as will be
determined by the Administrator, in its sole discretion. 
 (b) Number of Shares. The Administrator will
have complete discretion to determine the number of Shares subject to any Award of Stock Appreciation Rights. 

(c) Exercise Price and Other Terms. The per Share exercise price for the Shares that will determine the amount of
the payment to be received upon exercise of a Stock Appreciation Right as set forth in Section 7(f) will be determined by the Administrator and will be no less than one hundred percent (100%) of the Fair Market Value per Share on the date
of grant. Otherwise, the Administrator, subject to the provisions of the Plan, will have complete discretion to determine the terms and conditions of Stock Appreciation Rights granted under the Plan. 

  
 -9-

 (d) Stock Appreciation Right Agreement. Each Stock Appreciation Right
grant will be evidenced by an Award Agreement that will specify the exercise price, the term of the Stock Appreciation Right, the conditions of exercise, and such other terms and conditions as the Administrator, in its sole discretion, will
determine. 
 (e) Expiration of Stock Appreciation Rights. A Stock Appreciation Right granted under the
Plan will expire upon the date determined by the Administrator, in its sole discretion, and set forth in the Award Agreement. Notwithstanding the foregoing, the rules of Section 6(d) relating to the maximum term and Section 6(f) relating
to exercise also will apply to Stock Appreciation Rights. 
 (f) Payment of Stock Appreciation Right
Amount. Upon exercise of a Stock Appreciation Right, a Participant will be entitled to receive payment from the Company in an amount determined by multiplying: 

(i) The difference between the Fair Market Value of a Share on the date of exercise over the exercise price; times

 (ii) The number of Shares with respect to which the Stock Appreciation Right is exercised. 

At the discretion of the Administrator, the payment upon Stock Appreciation Right exercise may be in cash, in Shares of equivalent value,
or in some combination thereof. 
 8. Restricted Stock. 

(a) Grant of Restricted Stock. Subject to the terms and provisions of the Plan, the Administrator, at any time and
from time to time, may grant Shares of Restricted Stock to Service Providers in such amounts as the Administrator, in its sole discretion, will determine. 
 (b) Restricted Stock Agreement. Each Award of Restricted Stock will be evidenced by an Award Agreement that will specify the Period of Restriction, the number of Shares granted, and such other
terms and conditions as the Administrator, in its sole discretion, will determine. Unless the Administrator determines otherwise, the Company as escrow agent will hold Shares of Restricted Stock until the restrictions on such Shares have lapsed.

 (c) Transferability. Except as provided in this Section 8 or as the Administrator determines,
Shares of Restricted Stock may not be sold, transferred, pledged, assigned, or otherwise alienated or hypothecated until the end of the applicable Period of Restriction. 

(d) Other Restrictions. The Administrator, in its sole discretion, may impose such other restrictions on Shares of
Restricted Stock as it may deem advisable or appropriate. 
 (e) Removal of Restrictions. Except as
otherwise provided in this Section 8, Shares of Restricted Stock covered by each Restricted Stock grant made under the Plan will be released from escrow as soon as practicable after the last day of the Period of Restriction or at such other
time as the Administrator may determine. The Administrator, in its discretion, may accelerate the time at which any restrictions will lapse or be removed. 

  
 -10-

 (f) Voting Rights. During the Period of Restriction, Service
Providers holding Shares of Restricted Stock granted hereunder may exercise full voting rights with respect to those Shares, unless the Administrator determines otherwise. 

(g) Dividends and Other Distributions. During the Period of Restriction, Service Providers holding Shares of
Restricted Stock will be entitled to receive all dividends and other distributions paid with respect to such Shares, unless the Administrator provides otherwise. If any such dividends or distributions are paid in Shares, the Shares will be subject
to the same restrictions on transferability and forfeitability as the Shares of Restricted Stock with respect to which they were paid. 
 (h) Return of Restricted Stock to Company. On the date set forth in the Award Agreement, the Restricted Stock for which restrictions have not lapsed will revert to the Company and again will become
available for grant under the Plan. 
 9. Restricted Stock Units. 

(a) Grant. Restricted Stock Units may be granted at any time and from time to time as determined by the
Administrator. After the Administrator determines that it will grant Restricted Stock Units, it will advise the Participant in an Award Agreement of the terms, conditions, and restrictions related to the grant, including the number of Restricted
Stock Units. 
 (b) Vesting Criteria and Other Terms. The Administrator will set vesting criteria in its
discretion, which, depending on the extent to which the criteria are met, will determine the number of Restricted Stock Units that will be paid out to the Participant. The Administrator may set vesting criteria based upon the achievement of
Company-wide, business unit, or individual goals (including, but not limited to, continued employment or service), or any other basis determined by the Administrator in its discretion. 

(c) Earning Restricted Stock Units. Upon meeting the applicable vesting criteria, the Participant will be entitled
to receive a payout as determined by the Administrator. Notwithstanding the foregoing, at any time after the grant of Restricted Stock Units, the Administrator, in its sole discretion, may reduce or waive any vesting criteria that must be met to
receive a payout. 
 (d) Form and Timing of Payment. Payment of earned Restricted Stock Units will be made
as soon as practicable after the date(s) determined by the Administrator and set forth in the Award Agreement. The Administrator, in its sole discretion, may settle earned Restricted Stock Units in cash, Shares, or a combination of both. 

(e) Cancellation. On the date set forth in the Award Agreement, all unearned Restricted Stock Units will be
forfeited to the Company. 
 10. Compliance With Code Section 409A. Awards will be designed and operated in such a
manner that they are either exempt from the application of, or comply with, the requirements of Code Section 409A, except as otherwise determined in the sole discretion of the Administrator. The Plan and each Award Agreement under the Plan is
intended to meet the requirements of Code Section 409A and will be construed and interpreted in accordance with such intent, except as 

  
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otherwise determined in the sole discretion of the Administrator. To the extent that an Award or payment, or the settlement or deferral thereof, is subject to Code Section 409A the Award
will be granted, paid, settled or deferred in a manner that will meet the requirements of Code Section 409A, such that the grant, payment, settlement or deferral will not be subject to the additional tax or interest applicable under Code
Section 409A. 
 11. Leaves of Absence/Transfer Between Locations. Unless the Administrator
provides otherwise, vesting of Awards granted hereunder will be suspended during any unpaid leave of absence. A Participant will not cease to be an Employee in the case of (i) any leave of absence approved by the Company or (ii) transfers
between locations of the Company or between the Company, its Parent, or any Subsidiary. For purposes of Incentive Stock Options, no such leave may exceed three (3) months, unless reemployment upon expiration of such leave is guaranteed by
statute or contract. If reemployment upon expiration of a leave of absence approved by the Company is not so guaranteed, then six (6) months following the first (1st) day of such leave, any Incentive Stock Option held by the Participant will cease to be treated as an Incentive
Stock Option and will be treated for tax purposes as a Nonstatutory Stock Option. 
 12. Limited Transferability of
Awards. 
 (a) Unless determined otherwise by the Administrator, Awards may not be sold, pledged, assigned,
hypothecated, or otherwise transferred in any manner other than by will or by the laws of descent and distribution, and may be exercised, during the lifetime of the Participant, only by the Participant. If the Administrator makes an Award
transferable, such Award may only be transferred (i) by will, (ii) by the laws of descent and distribution, or (iii) as permitted by Rule 701 of the Securities Act of 1933, as amended (the “Securities Act”). 

(b) Further, until the Company becomes subject to the reporting requirements of Section 13 or 15(d) of the Exchange
Act, or after the Administrator determines that it is, will, or may no longer be relying upon the exemption from registration under the Exchange Act as set forth in Rule 12h-1(f) promulgated under the Exchange Act, an Option, or prior to exercise,
the Shares subject to the Option, may not be pledged, hypothecated or otherwise transferred or disposed of, in any manner, including by entering into any short position, any “put equivalent position” or any “call equivalent
position” (as defined in Rule 16a-1(h) and Rule 16a-1(b) of the Exchange Act, respectively), other than to (i) persons who are “family members” (as defined in Rule 701(c)(3) of the Securities Act) through gifts or domestic
relations orders, or (ii) to an executor or guardian of the Participant upon the death or disability of the Participant. Notwithstanding the foregoing sentence, the Administrator, in its sole discretion, may determine to permit transfers to the
Company or in connection with a Change in Control or other acquisition transactions involving the Company to the extent permitted by Rule 12h-1(f). 
 13. Adjustments; Dissolution or Liquidation; Merger or Change in Control. 
 (a) Adjustments. In the event that any dividend or other distribution (whether in the form of cash, Shares, other securities, or other property), recapitalization, stock split, reverse stock split,
reorganization, merger, consolidation, split-up, spin-off, combination, repurchase, or exchange of Shares or other securities of the Company, or other change in the corporate structure of the Company affecting the Shares occurs, the Administrator,
in order to prevent diminution or 

  
 -12-

 
enlargement of the benefits or potential benefits intended to be made available under the Plan, will adjust the number and class of Shares that may be delivered under the Plan and/or the number,
class, and price of Shares covered by each outstanding Award; provided, however, that the Administrator will make such adjustments to an Award required by Section 25102(o) of the California Corporations Code to the extent the Company is relying
upon the exemption afforded thereby with respect to the Award. 
 (b) Dissolution or Liquidation. In the
event of the proposed dissolution or liquidation of the Company, the Administrator will notify each Participant as soon as practicable prior to the effective date of such proposed transaction. To the extent it has not been previously exercised, an
Award will terminate immediately prior to the consummation of such proposed action. 
 (c) Merger or Change in
Control. In the event of a merger or Change in Control, each outstanding Award will be treated as the Administrator determines without a Participant’s consent, including, without limitation, that (i) Awards will be assumed, or
substantially equivalent Awards will be substituted, by the acquiring or succeeding corporation (or an affiliate thereof) with appropriate adjustments as to the number and kind of shares and prices; (ii) upon written notice to a Participant,
that the Participant’s Awards will terminate upon or immediately prior to the consummation of such merger or Change in Control (subject to the provisions of the proceeding paragraph); (iii) outstanding Awards will vest and become
exercisable, realizable, or payable, or restrictions applicable to an Award will lapse, in whole or in part prior to or upon consummation of such merger or Change in Control, and, to the extent the Administrator determines, terminate upon or
immediately prior to the effectiveness of such merger of Change in Control; (iv) (A) the termination of an Award in exchange for an amount of cash and/or property, if any, equal to the amount that would have been attained upon the exercise
of such Award or realization of the Participant’s rights as of the date of the occurrence of the transaction (and, for the avoidance of doubt, if as of the date of the occurrence of the transaction the Administrator determines in good faith
that no amount would have been attained upon the exercise of such Award or realization of the Participant’s rights, then such Award may be terminated by the Company without payment), or (B) the replacement of such Award with other rights
or property selected by the Administrator in its sole discretion; or (v) any combination of the foregoing. In taking any of the actions permitted under this subsection 13(c), the Administrator will not be obligated to treat all Awards, all
Awards held by a Participant, or all Awards of the same type, similarly. 
 In the event that the successor
corporation does not assume or substitute for the Award (or portion thereof), the Participant will fully vest in and have the right to exercise all of his or her outstanding Options and Stock Appreciation Rights, including Shares as to which such
Awards would not otherwise be vested or exercisable, all restrictions on Restricted Stock and Restricted Stock Units will lapse, and, with respect to Awards with performance-based vesting, all performance goals or other vesting criteria will be
deemed achieved at one hundred percent (100%) of target levels and all other terms and conditions met. In addition, if an Option or Stock Appreciation Right is not assumed or substituted in the event of a merger or Change in Control, the
Administrator will notify the Participant in writing or electronically that the Option or Stock Appreciation Right will be exercisable for a period of time determined by the Administrator in its sole discretion, and the Option or Stock Appreciation
Right will terminate upon the expiration of such period. 

  
 -13-

 For the purposes of this subsection 13(c), an Award will be considered
assumed if, following the merger or Change in Control, the Award confers the right to purchase or receive, for each Share subject to the Award immediately prior to the merger or Change in Control, the consideration (whether stock, cash, or other
securities or property) received in the merger or Change in Control by holders of Common Stock for each Share held on the effective date of the transaction (and if holders were offered a choice of consideration, the type of consideration chosen by
the holders of a majority of the outstanding Shares); provided, however, that if such consideration received in the merger or Change in Control is not solely common stock of the successor corporation or its Parent, the Administrator may, with the
consent of the successor corporation, provide for the consideration to be received upon the exercise of an Option or Stock Appreciation Right or upon the payout of a Restricted Stock Unit, for each Share subject to such Award, to be solely common
stock of the successor corporation or its Parent equal in fair market value to the per share consideration received by holders of Common Stock in the merger or Change in Control. 

Notwithstanding anything in this Section 13(c) to the contrary, an Award that vests, is earned or paid-out upon the
satisfaction of one or more performance goals will not be considered assumed if the Company or its successor modifies any of such performance goals without the Participant’s consent; provided, however, a modification to such performance goals
only to reflect the successor corporation’s post-Change in Control corporate structure will not be deemed to invalidate an otherwise valid Award assumption. 

Notwithstanding anything in this Section 13(c) to the contrary, if a payment under an Award Agreement is subject to
Code Section 409A and if the change in control definition contained in the Award Agreement does not comply with the definition of “change of control” for purposes of a distribution under Code Section 409A, then any payment of an
amount that is otherwise accelerated under this Section will be delayed until the earliest time that such payment would be permissible under Code Section 409A without triggering any penalties applicable under Code Section 409A. 

14. Tax Withholding. 
 (a) Withholding Requirements. Prior to the delivery of any Shares or cash pursuant to an Award (or exercise thereof), the Company will have the power and the right to deduct or withhold, or require
a Participant to remit to the Company, an amount sufficient to satisfy federal, state, local, foreign or other taxes (including the Participant’s FICA obligation) required to be withheld with respect to such Award (or exercise thereof).

 (b) Withholding Arrangements. The Administrator, in its sole discretion and pursuant to such procedures
as it may specify from time to time, may permit a Participant to satisfy such tax withholding obligation, in whole or in part by (without limitation) (i) paying cash, (ii) electing to have the Company withhold otherwise deliverable Shares
having a Fair Market Value equal to the minimum statutory amount required to be withheld, (iii) delivering to the Company already-owned Shares having a Fair Market Value equal to the statutory amount required to be withheld, provided the
delivery of such Shares will not result in any adverse accounting consequences, as the Administrator determines in its sole discretion, or (iv) selling a sufficient number of Shares otherwise deliverable to the Participant through such means as
the Administrator may determine in its sole discretion (whether through a broker or otherwise) equal to the amount 

  
 -14-

 
required to be withheld. The amount of the withholding requirement will be deemed to include any amount which the Administrator agrees may be withheld at the time the election is made, not to
exceed the amount determined by using the maximum federal, state or local marginal income tax rates applicable to the Participant with respect to the Award on the date that the amount of tax to be withheld is to be determined. The Fair Market Value
of the Shares to be withheld or delivered will be determined as of the date that the taxes are required to be withheld. 
 15.
No Effect on Employment or Service. Neither the Plan nor any Award will confer upon a Participant any right with respect to continuing the Participant’s relationship as a Service Provider with the Company, nor will they interfere in any
way with the Participant’s right or the Company’s right to terminate such relationship at any time, with or without cause, to the extent permitted by Applicable Laws. 

16. Date of Grant. The date of grant of an Award will be, for all purposes, the date on which the Administrator makes the
determination granting such Award, or such other later date as is determined by the Administrator. Notice of the determination will be provided to each Participant within a reasonable time after the date of such grant. 

17. Term of Plan. Subject to Section 21 of the Plan, the Plan will become effective upon its adoption by the Board. Unless
sooner terminated under Section 18, it will continue in effect for a term of ten (10) years from the later of (a) the effective date of the Plan, or (b) the earlier of the most recent Board or stockholder approval of an increase
in the number of Shares reserved for issuance under the Plan. 
 18. Amendment and Termination of the Plan. 

(a) Amendment and Termination. The Board may at any time amend, alter, suspend or terminate the Plan. 

(b) Stockholder Approval. The Company will obtain stockholder approval of any Plan amendment to the extent
necessary and desirable to comply with Applicable Laws. 
 (c) Effect of Amendment or Termination. No
amendment, alteration, suspension or termination of the Plan will impair the rights of any Participant, unless mutually agreed otherwise between the Participant and the Administrator, which agreement must be in writing and signed by the Participant
and the Company. Termination of the Plan will not affect the Administrator’s ability to exercise the powers granted to it hereunder with respect to Awards granted under the Plan prior to the date of such termination. 

19. Conditions Upon Issuance of Shares. 
 (a) Legal Compliance. Shares will not be issued pursuant to the exercise of an Award unless the exercise of such Award and the issuance and delivery of such Shares will comply with Applicable Laws
and will be further subject to the approval of counsel for the Company with respect to such compliance. 

  
 -15-

 (b) Investment Representations. As a condition to the exercise of an
Award, the Company may require the person exercising such Award to represent and warrant at the time of any such exercise that the Shares are being purchased only for investment and without any present intention to sell or distribute such Shares if,
in the opinion of counsel for the Company, such a representation is required. 
 20. Inability to Obtain Authority. The
inability of the Company to obtain authority from any regulatory body having jurisdiction, which authority is deemed by the Company’s counsel to be necessary to the lawful issuance and sale of any Shares hereunder, will relieve the Company of
any liability in respect of the failure to issue or sell such Shares as to which such requisite authority will not have been obtained. 
 21. Stockholder Approval. The Plan will be subject to approval by the stockholders of the Company within twelve (12) months after the date the Plan is adopted by the Board. Such stockholder
approval will be obtained in the manner and to the degree required under Applicable Laws. 
 22. Information to
Participants. Beginning on the earlier of (i) the date that the aggregate number of Participants under this Plan is five hundred (500) or more and the Company is relying on the exemption provided by Rule 12h-1(f)(1) under the Exchange
Act and (ii) the date that the Company is required to deliver information to Participants pursuant to Rule 701 under the Securities Act, and until such time as the Company becomes subject to the reporting requirements of Section 13 or
15(d) of the Exchange Act, is no longer relying on the exemption provided by Rule 12h-1(f)(1) under the Exchange Act or is no longer required to deliver information to Participants pursuant to Rule 701 under the Securities Act, the Company shall
provide to each Participant the information described in paragraphs (e)(3), (4), and (5) of Rule 701 under the Securities Act not less frequently than every six (6) months with the financial statements being not more than 180 days old and
with such information provided either by physical or electronic delivery to the Participants or by written notice to the Participants of the availability of the information on an Internet site that may be password-protected and of any password
needed to access the information. The Company may request that Participants agree to keep the information to be provided pursuant to this section confidential. If a Participant does not agree to keep the information to be provided pursuant to this
section confidential, then the Company will not be required to provide the information unless otherwise required pursuant to Rule 12h-1(f)(1) under the Exchange Act or Rule 701 of the Securities Act. 

  
 -16-

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