Telenor Business Internet Services AS. Snaryveien 30 1360 Fornebu Norway +47 67890000 www.tapstorm.comPage 1 of 30 Tapstorm SPOC Service Desk model -Requests: Customer service for requests from customers and BUs/resellers. -Incidents: Support for platform availability and technical incidents. -Change: change and work orders to services and platform

Telenor Business Internet Services AS. Snaryveien 30 1360 Fornebu Norway +47 67890000 www.tapstorm.comPage 2 of 30 Table of contents PURPOSE ................................................................................................. 3 SCOPE ..................................................................................................... 3 GOVERNING INFORMATION .......................................................................... 3 Roles and definitions ..................................................................................... 4 Introduction ................................................................................................ 6 LEVEL 0: Self-service .................................................................................... 7 LEVEL 1 Service Desk: SPOC for end customers (Requests and Incidents) ................... 8 LEVEL 2 Service Desk: SPOC for 1. line (requests, incidents and change) .................. 11 LEVEL 3: TBIS, ISV or hosting provider support .................................................. 13 APPENDIX 1: Severity levels for Parallels platform incidents ................................... 15 APPENDIX 2: Severity levels for spesific Incidents on Paralells platform ..................... 17 APPENDIX 3: SLA for incidents on Parallels platform ............................................ 18 APPENDIX 4: ISV SLAS .............................................................................. 19 APPENDIX 5: Governance structure ................................................................ 21 APPENDIX 6: Reporting ............................................................................... 23 APPENDIX 7: Contact information ................................................................... 24 APPENDIX 8: Process for handling incidents ...................................................... 26 APPENDIX 9: Process for Change/work orders ................................................... 28

Telenor Business Internet Services AS. Snaryveien 30 1360 Fornebu Norway +47 67890000 www.tapstorm.comPage 3 of 30 PURPOSE The purpose of this document is to describe how the end to-end Service Desk function from 1. Line interacting with customers through 3. Line provided by ISVs, TBIS personell and hosting providers.SCOPE Service Desk inquiries in this context is classified into the following categories Request ie helping customers set up and use the services available, including billing-related questions. Incident - ie the services does not function as they should (software bugs, operation downtime etc Change when a change or configuration change to the solutions/systems are requested Service Desk inquiries may arise at different levels in the value chain: Level 0 Customer Self-service Level 1 The function interacting directly with customers and users.Level 2 the function providing help on issues that Level 1 cannot resolve. Level 3 the function providing help on issues that Level 2 cannot resolve. It is important to note that Customer Service and Support often times are organized into 2 separate entities, the TBIS approach as defined in this document will handle Customer Service and Support within the same organization, a so called SPOC approach Single Point Of Contact for all types of inquiries. For this purpose the term Service Desk is used. These 2 dimensions define the scope matrix of this document: The document is organized according to the above matrix, that is into the following sections: Section 1: How Level 1 Service Desk should handle requests and incidents. Section 2: How Level 2 Service Desk should handle requests, incidents and changes. Section 3: How Level 3 will handle requests, incidents and changes. GOVERNING INFORMATION Date/comment Revision responsibleDag Rune Langehaug dag.rune.langehaug@telenor.com Revision dateMay 16, 2014First version of merging Support and Customer Service function and routines into a common framework. Green text is coming from current Managed Services contract with Telenor Denmark. Amber text is coming from current Managed Services contract with Telenor Norway.

Telenor Business Internet Services AS. Snaryveien 30 1360 Fornebu Norway +47 67890000 www.tapstorm.comPage 4 of 30 May 20, 2014;Added input from Stian Alapnes May 21, 2014Revised process for incidents outside business hours (Appendix 8) June 18, 2014 Distribution list for reports updated ISV SLAs updated Notification matrix from TBIS to resellers for planned/unplanned service interruptions added. ROLES AND DEFINITIONS TermComment RequestRequest fulfillment focuses on fulfilling Service Requests, which are often minor (standard) changes (e.g., requests to change a password) or requests for information, help to do something. IncidentAn event which is not part of the standard operation of a service and which causes or may cause disruption to or a reduction in the quality of services and customer productivity. ChangeThe objective of change management in this context is to ensure that standardized methods and procedures are used for efficient and prompt handling of all changes to control IT infrastructure, in order to minimize the number and impact of any related incidents upon service. Changes in the IT infrastructure may arise reactively in response to problems or externally imposed requirements, e.g. legislative changes, or proactively from seeking improved efficiency and effectiveness or to enable or reflect business initiatives, or from programs, projects or service improvement initiatives. Change Management can ensure standardized methods, processes and procedures which are used for all changes, facilitate efficient and prompt handling of all changes, and maintain the proper balance between the need for change and the potential detrimental impact of changes.The main aims of change management include: Minimal disruption of services Reduction in back-out activities Economic use of resources involved in the change Service DeskThe term encompasses that this function has a broad responsibility: -Handle callsand mails from customers (requests). Calls can be outgoing or incoming.-Handle incidents when the services are down, partially or fully. -Be SPOC for change orders coming from BU/reseller. TBIS platformTBIS Platform is the name for the Parallels IS cloud broker platform. It is based on off-the shelve functionality as well as functionality that may be custom made for the Reseller. TBIS supports processes for ensuring provisioning and operation of 3rd party ISV functionality within TBIS Platform. ISVIndependent Software Vendor creating applications to sell in the cloud and make them available on the TBIS platform. SPOCSingle Point of Contact. The customer(s) should only be required to interact with one entity (1. line support). Towards the end customer 1. line will own the ticket. Similarely, 1. line should only interact with 2. line, irrespective of who is actually providing the solution. 2. line will own the the ticket towards 1. line.

Telenor Business Internet Services AS. Snaryveien 30 1360 Fornebu Norway +47 67890000 www.tapstorm.comPage 5 of 30 BU/resellerThe entity responsible for the sales channel where the services are sold (BU = Telenor Denmark, Telenor Hungary etc / reseller = a reseller (within the BU) or independent from Telenor).

Telenor Business Internet Services AS. Snaryveien 30 1360 Fornebu Norway +47 67890000 www.tapstorm.comPage 6 of 30 INTRODUCTION The picture below depicts the process flow of customer service and support. For the most part, Requests and Incidents follow the same processes, while Change is somewhat different but is using the same Level 2 function and ticketing tool (Kayako) to tie the processes together.

Telenor Business Internet Services AS. Snaryveien 30 1360 Fornebu Norway +47 67890000 www.tapstorm.comPage 7 of 30 LEVEL 0: SELF-SERVICE Description Level 0 is characterized by self-help/service, meaning that the customer solves the issue at hand by themselves, without interaction with 1. line customer service/support. Responsibilities TBIS The following will be available from TBIS to the BU/reseller to facilitate Level 0 customer service: Control panel Parallels control panels for customer end customers and administrators where they can administer their services Video tutorials short videos on how to use the services. Manuals instructions on how to set up, use and troubleshoot the services. Technical specifications specifications and systems requirements for hardware and software. Downloads the latest software updates for the services. Responsibilities BU/reseller The BU/reseller will be responsible for localization of the material and exposure at the relevant BU/reseller web pages/support forum. This will be handled through the BU/reseller onboarding project. Processes Implementation will be handled through the particular project organization.

Telenor Business Internet Services AS. Snaryveien 30 1360 Fornebu Norway +47 67890000 www.tapstorm.comPage 8 of 30 LEVEL 1 SERVICE DESK: SPOC FOR END CUSTOMERS (REQUESTS AND INCIDENTS) Description If the customer has a request or wants to report an incident, the customer will contact the BU/reseller through the communication channels provided by the BU/reseller. The BU/reseller defines the channels and opening hours. The BU can choose to provide this using internal/excisting resources or purchase this as a managed services from TBIS. Responsibilities TBIS If the BU/reseller is using internal/excisting resources to provide this service, TBIS will provide training of the BU/reseller Level 1 agents inISV product use and administration ISV administration portals processes (request, incidents)needed tools (ticketing system) TBIS will also provide documentation on the most common inquiries to Customer Service and corresponding solutions/processes. or For BUs/resellers that does not want/is not able to provide customer support/service themselves, TBIS can provide Level 1 customer service on behalf of the BU/reseller as a managed service. In these cases, the BU/reseller sells the SaaS/IaaS offering , but will not provide support/customer service. To be specified in commercial terms/part of contract between reseller and TBIS, TBIS can provide these services white-labelled by answering/responding to the inquiries by the name of the BU/reseller.TBIS will be able to provide this service in most major languages, butthe final setup will be subject to agreement between the parties.Depending on the chosen setup, the BU/reseller must cover expenses related to additional language capabilities and the extra costs this implies for TBIS, as TBIS will have to provide more of the customer service value. If the BU/reseller does not want to leverage internal/excisting customer service functions, TBIS strongly suggests that the BU/reseller use the TBIS customer service function as partner for outsourcing the 1st line Service Desk, given that TBIS can provide the service at competitive and comparative cost. Responsibilities BU/reseller The BU/reseller must provide training for support in all internal billing, sales and support systems and ensure these are made available and configured in a way suited to the particular purpose. The BU/reseller will also be responsible to define the customer journeys applicable: Sales Order/order confirmation Activation Payment/billing Support/customer service Change (up/downgrade) Cancel/termination Service level Level 1 must be able to handle at least 80% of the most frequent inquiries, as defined by the differentISVs. Typically, they fall into the following categories;

Telenor Business Internet Services AS. Snaryveien 30 1360 Fornebu Norway +47 67890000 www.tapstorm.comPage 9 of 30 Pre-sales questions Ordering-related Provisioning/activation of service ((most customers will call about this the first month in their subscription). Account administration Billing and payment (if system access and authority allows) ISV service administration ISV service usage (how to) Training The agents representing the BU/reseller must attend the offered training on the products they will handle. This implies adhering to the required training and pass certification exams provided by TBIS, includinggo trough the offered self-study material attend training on the Parallells platform. attend training on the specific XaaS offerings to be marketed and sold by the BU/reseller. TBIS encourages all agents to undergo the training and certifications (where applicable), but a train the trainer approach can also be used. Governance The Governance structure is defined and described in Appendix 5. Reporting Standard reports for requests and incidents should be provided by the entity providing the service. These should contain:Status on service delivery compared to agreed SLA/KPIs Volume of the different inquires (requests and incidents). Staus on open and closed tickets. Overview over most recurring issues. Processes Requests It is recommended that all requests are logged in the appropriate ticketing tools, either provided by BU/reseller or TBIS. Requests that the BU/reseller customer cannot resolve due to restricted authority or that the customer service agent is not skilled enough, shall be forwarded to Level 2 customer service/support through the provided channels. See Appendix 7 for contact information to Level 2 customer service/support. Incidents It is expected that the Level 1 Customer Service agents are able to differentiate an incident from an request and accordingly handle in accordance with the defined procedure (described below): Differentiate an Incident from a Request (there is a real problem, not only that the customer does not know how to do things). Determine what part of the service the Incident is related to (Parallels platform or a particular product or other). Be knowledgeable about know bugs, errors or planned outages or know where to find such information so tickets are not raised for known problems.Able to classify the Incident according to prescribed guidelines (Severity 1, 2, 3, 4 etc.) Forward or escalate the Incident to the correct recipient according to defined procedures (could be to TBIS Level 2 support or to hosting partner. Inform the customer(s) about the status and progress of the Incident. It is not expected that Level 1 Customer Service should start troubleshooting and fixing errors for Incidents. For Incidents outside regular opening hours, a 24/7 service via phone is provided by TBIS, but will only be available for the most severe Incidents (Severity Level 1 and 2). During a call to this 24/7 service, the level of severity and actions to be taken will be determined. Severity level 1 and 2 must be called in (no mails accepted). The following detailed information is relevant for Incidents

Telenor Business Internet Services AS. Snaryveien 30 1360 Fornebu Norway +47 67890000 www.tapstorm.comPage 10 of 30 Appendix 1: Severity levels on Parallels platform incidents Appendix 2: SLA on Parallels platform incidents Appendix 4: ISV SLAs Appendix 7: Contact information to TBIS Service Desk and escalation Appendix 8: Process for handling incidents 1. line Service Desk as standalone product TBIS encourages the BU/reseller to evaluate whether Service Desk should be embedded in the ISV offering or sold as optional services as this can become a major revenue stream. Although product mix and marked considerations define the final model, a typical model looks like the following:

Telenor Business Internet Services AS. Snaryveien 30 1360 Fornebu Norway +47 67890000 www.tapstorm.comPage 11 of 30 LEVEL 2 SERVICE DESK: SPOC FOR 1. LINE (REQUESTS, INCIDENTS AND CHANGE) Description Level 2 Service Desk is provided by TBIS as a SPOC service (Single Point of Contact) for all Level 1 Service Desk functions. Generally Level 2 Service Desk will handle tickets that are of the more unusal character and possibly needs to be forwarded to Level 3 support or escalated. Responsibilities TBIS Handling of requests and incidents is included in themonthlyservicefees.TheBU/resellerwill have an agreed number of hours included in the monthlyservicefeetospendonchanges/work orders. This is to be regulated in the commercial agreement. Level 2 Customer Service/supportwill be provided 8:00-17:00 (CET). 2nd level customer service/support will be provided English. For normal requests, TBIS will provide the following service level: Phone: 90% within 120 seconds Web forms/e-mail: 95% within 8 working hours. TBISisresponsiblethatoperational andsupportproceduresaremadeavailabletoBU/resellerand keptup-to-date. TBIS is responsible for making available a ticketing tool enabling the requestor to follow the status and update of a particular ticket. TBIS will maintain updated processes and procedures on how to escalate tickets to Level 3, an updated knowledge base in Kayako and links to to ISV/provider knowledge bases. Request For Requests not handled by BU/reseller customer service function, TBIS will provide subject matter experts on all XaaS products/services and will as well have in-depth knowledge of how to operate the control panels on the Parallels platform. Incidents TBIS is responsible to provide 2nd line technical support for the platform in accordance with the agreed resolution times set out in this SLA; in relation to platform and 3rd party ISV issues. TBIS support responsibility is limited to what the TBIS platform can control or has possibility to monitor. This means as an example that TBIS is not responsible for the time it will take Microsoft to provision a service once the provisioning call has been sent from TBIS Platform to Microsoft. TBIS will however pro-actively work with the partner network of resellers and ISVs to ensure that the experienced end-2-end managed service quality is satisfactory and improving. For severity 1 and 2 incidents 24x7 coverage is provided. This function will register, aid classify the incident and escalate to Level 3 as needed, but will not be able to provide solution directly. For severity 1 and 2 incidents Level 3 will provide the actual solution, level 2 will only act as an dispatcher but will own the ticket and be SPOC until resolved. Responsibilities BU/reseller Request -The BU/reseller agent shall in writing provide all needed and mandatory information to give a good description of the inquiry. -Use the provided contact means to raise the ticket. -Check the status on the ticket by monitoring the status update on the ticket

Telenor Business Internet Services AS. Snaryveien 30 1360 Fornebu Norway +47 67890000 www.tapstorm.comPage 12 of 30 Incident differentiate an Incident from a Request (there is a real technical problem, not only that the customer does not know how to do things). determine what part of the service the Incident is related to (Parallels platform or a particular product or other issues). be knowledgeable about know bugs, errors or planned outages or know where to find such information so tickets are not raised for known problems.able to classify the Incident according to prescribed guidelines (Severity 1, 2, 3, 4 etc.) forward or escalate the Incident to the correct recipient according to defined procedures. inform the customer(s) about the status and progress of the Incident. Resolution of faults and restoration of services within BU/reseller scope and access level. Ensure that allincidents are reported via the agreed trouble ticketing system or telephone help desk. Providing a single support contact interface so that TBIS may report proactively events and submit event status reports, as necessary Providing continual cooperation throughout event resolution on Level 1 and 2 incidents Identify BU/reseller personnel authorized to open incident tickets with TBIS. Using reasonable endeavours to provide details of scheduled maintenance relating to elements of the Reseller system which interfaces with or would affect the performance of the Service in advance to TBIS. Service level TBIS Customer Service/support is SPOC and owns and is responsible for all requests and incidents until resolved towards 1. line. Change/work orders will be owned by the TBIS delivery organization and after initial registration in the ticketing system, further communication will be done directly between requestor and TBIS (non-standard changes) or through Kayako ticketing system (standard/simple changes). TBIS Customer Service/support function shall supply the needed tools to register inquiries and enable 1. line to keep track of the inquiry. Governance Level 2 customer service/support will adhere to the tactical and strategic meetings/initiatives as defined in Appendix H. Reporting Standard reports for requests and incidents will be provided and will contain:Status on service delivery compared to agreed SLA/KPIs Volume of the different inquires (request, incident and change). Staus on open and closed tickets. Overview over most recurring issues. Processes Requests Requests can be raised by e-mail or phone during regular office hours (8.00 17.00 CET). Outside regular business hours requests can be raised by e-mail. See Appendix D for contact information. Incidents For severity level 3 and 4 incidents, help can be requested either by mail or phone according to contact information listed in Appendix D. For Incidents with severity level 1 and 2 , supportoutside regular business hours shall be requested by calling Level 2 customer service/support.. The following detailed information is relevant for Incidents Appendix 1: Severity levels on Parallels platform incidents Appendix 2: SLA on Parallels platform incidents Appendix 4: ISV SLAs Appendix 7: Contact information to TBIS Service Desk and escalation Appendix 8: Process for handling incidents Change Change will follow the process decribed in Appendix G. See Appendix D for contact information in where to direct change orders.

Telenor Business Internet Services AS. Snaryveien 30 1360 Fornebu Norway +47 67890000 www.tapstorm.comPage 13 of 30 LEVEL 3: TBIS, ISV OR HOSTING PROVIDER SUPPORT Description Level 3 support implies support for requests and incidents that neither Level 1 nor Level 2 is able to answer or resolve. Level 3 support will be provided by the ISV, TBIS Operation team and Datacom. Responsibilities TBIS The below responsibilities are listed separately between TBIS, ISV and Datacom to provide distinction between the organizations. However, overall responsibility remains with TBIS: ISVs (requests and incidents) In general the service levels will follow the response times and service levels provided by the different ISV support organizations. The response times/service levels will be communicated on an continuous basis to the BU/reseller, as they are dynamic in nature. If a request/incident is forwarded to the XaaS provider, TBIS shall inform the BU/reseller about this with the corresponding expected response time. 3rd party (ISVs and vendors) monitor their functionality in order to automatically detect incidents. When incidents are reported to TBIS 3. line, TBIS 3. line is responsible to notify BU/reseller Support by mail within 15 minutes after detection. The notification shall, if possible, include time the incident occurred, ticket number (where applicable), likely cause of incident, suggested severity level, actions to be taken. A summary of some relevant SLAs that TBIS has in place with its partners/vendors are listed in Appendix I. Datacom1 (requests and incidents) Datacom shall monitor the TBIS Platform functionality in order to detect incidents (outage or non-optimal performance of process) within 30 minutes during business hours and within 2 hours outside business hours. TBIS (change) Responsibilities BU/reseller Reseller Support shall provide TBIS Support with sufficient information in the trouble ticket. In the period where ResellerSupportisaskedforsupplementaryinformation,andTBISSupportisunabletocontinuesolvingthe trouble ticket, the time waiting for supplementary information may be deducted from the SLA-time. However, any supplementary information needed must be requested before the target of the Resolution simple/Status-time has expired (meaning that requests done afterResolution simple/Status-time has expired will not be deducted from SLA-time). Reporting TBIS will provide Reseller within 10 business days in following month a report showing whether the SLA-targets have been met, which will include: Excel-list of all incidents (incl. information, ticket number, SLA level, how it was raised (channel), SLA level, SLA-relevant target, actual SLA performance)KPI performance: How many incidents were handled per channel per Severity LeveloDetection (only for incidents monitored by TBIS) oResolution simple/status oResolved time Processes Requests It will be the TBIS and TBIS customer service provider that interacts with the ISVs. The end customer or the Level 1 will never interact with the ISVs, platform operator or infrastructure hoster, unless this is explicitly agreed between the parties.

1 Hosting provider for the Parallels platform

Telenor Business Internet Services AS. Snaryveien 30 1360 Fornebu Norway +47 67890000 www.tapstorm.comPage 14 of 30 There will be specific procedures that needs to be followed for each of the 3rd line support providers). However, for the BU/reseller, the procedure will be the same for all issues (Single Point of Contact).A complete overview over ISV support, support procedures and SLAs is found on the TBIS knowledge base in Kayako. Incidents TBIS platform When incidents are detected, TBIS shall notify Reseller Support by mail within 15 minutes after detection. The notification shall include time the incident occurred, ticket number (where applicable), likely cause of incident, suggested severity level, actions to be taken. Monitoring TasksResponse Time of TBIS to OMT Outage of TBIS Platform15 min after detection Non Optimal Performance of Process15 min after detection Order status Failed/In progressNo response, auto fix The incident is categorized according to the severity level table in Appendix 1 and is handled further according to its severity level. Change All changes/work orders will follow the process(es) as described in Appendix 9.

There are two kinds of changes/work orders: Predefined: These changes/work orders have a predefined lead time and predefined amount of effort to complete. Note: Lead time and effort is indicative/advisory Non-predefined: These tasks have a case by case lead time and amount of effort to complete After the requestors initial submittal of changes/work orders in Kayako, Level 3 support (TBIS platform and product team) will give a first response within 2 working days. The first response will classify the Changes/Work orders as predefined or non-predefined, and also include a first scope evaluation, and how to proceed. When to deliver is part of first response for Predefined changes. The further dialogue between requestor and Level 3 support (TBIS platform and product team) will follow the process described in Appendix 9.

Telenor Business Internet Services AS. Snaryveien 30 1360 Fornebu Norway +47 67890000 www.tapstorm.comPage 15 of 30 APPENDIX 1: Severity levels for Parallels platform incidents Incident priority is formed out of it's Impact and Urgency according to the below table. Ie, if an incident has Impact = High and Urgency = Medium, the Severity level is 2. The lower the value - the higher the Priority, thus Priority=1 is the highest one, and Priority=5 the lowest. Definition of incident urgency and impact in ISV services Urgency High (value 1) The damage caused by the Incident increases rapidly.Work that cannot be completed by staff is highly time sensitive.A minor Incident can be prevented from becoming a major Incident by acting immediately.Several users with VIP status are affected. Medium (value 2) The damage caused by the Incident increases considerably over time.A single user with VIP status is affected. Low (value 3) The damage caused by the Incident only marginally increases over time.Work that cannot be completed by staff is not time sensitive. Impact High (value 1) A large number of staff are affected and/or not able to do their job.A large number of customers are affected and/or acutely disadvantaged in some way.The financial impact of the Incident is (for example) likely to exceed $10,000.The damage to the reputation of the business is likely to be high. Medium (value 2) A moderate number of staff are affected and/or not able to do their job properly.A moderate number of customers are affected and/or inconvenienced in some way.The financial impact of the Incident is (for example) likely to exceed $1,000 but will not be more than $10,000.The damage to the reputation of the business is likely to be moderate. Low (value 3) A minimal number of staff are affected and/or able to deliver an acceptable service but this requires extra effort.A minimal number of customers are affected and/or inconvenienced but not in a significant way.The financial impact of the Incident is (for example) likely to be less than $1,000.

Telenor Business Internet Services AS. Snaryveien 30 1360 Fornebu Norway +47 67890000 www.tapstorm.comPage 16 of 30 Spesific definition of incident severity on Parallels platform Severity level 1 (high)Mission critical service is down and no workaround is immediately available:

a)The production Parallels Automation system is down or unavailable. b)Crucial Parallels Automation component is not functioning, resulting in a halt of all operations and critical business impact.c)The issue affects a significant number of end-users. d)No workaround or immediate solution is available. 2 (urgent)A customer is unable to use the entire program component and the issue affects a significant number of customers. A temporary workaround may be available as TBIS or Parallels attempts to resolve the issue.

a)A business-critical feature described in the documentation is not available or functioning. b)A significant performance degradation of the control panel/storefront that causes a high impact on business operations. 3 (normal)A customer is able to use the software; however, there is a non-critical loss of functionality.

a)Issue affects some but not all users (inability to manage a single account, domain, database or Parallels Virtuozzo Container, provisioning of a particular subscriptions fails, or an order or task failing to complete). b)Functionality of some components are impaired, but allows the users to continue using the software. 4 (low)A minor cosmetic issue or general usage questions.

c)Requests for information about software usage.d)Enhancement requests or recommendation for a future product improvement.e)Missing or erroneous documentation. f)Minor problems not impacting delivery of service.

Telenor Business Internet Services AS. Snaryveien 30 1360 Fornebu Norway +47 67890000 www.tapstorm.comPage 17 of 30 APPENDIX 2: Severity levels for spesific Incidents on Paralells platform Below table are examples of which severity level is to be given to different kinds of incidents. AreaIncident ExampleSeverity Level POA/PBAReseller cannot load the PBA, POA or Customer Control Panel page1 Online StoreOnline store is not available 1 Orders/syncStop in TBIS order flow 1 Service RequestPassword/users for platform users1 ProcessAny ticket in priority 3 or 4 passing its SLA time limit 2 ProcessHigh profile (VIP-) customer transactions are in process or failed (profile defined by number of licenses purchased) 2 SystemsStore, TOSS or Reseller CP unavailable after business hours but need to be made available for next business hour2 SyncUsers not synced from MS to TBIS after the agreed time (currently 6 minutes to 48 hours) for more customers 2 SyncOrder failure - for more customers-Customers, Licenses, domains, L2P-numbers 2 SyncUsers not synced from MS to TBIS after the agreed time (currently 6 hrs) for one customers 3 SyncOrder failure - for one customer -Customers, Licenses, domains, L2P-numbers 3 Non-performanceNon persistent slow response of pages 3 ProcessError on order cancellation3 ProcessInvestigation on a suspicious behavior of TBIS solution but not customer critical 4

Telenor Business Internet Services AS. Snaryveien 30 1360 Fornebu Norway +47 67890000 www.tapstorm.comPage 18 of 30 APPENDIX 3: SLA for incidents on Parallels platform Parallels platform operation critera and SLAPriority Initial response Diagnosis/ resolution SLA target Total loss of critical service The issue/error is critical the user has stressed the importance of having this functionality/application working ASAP because of business impacts/cost/risk Nor workarounds found or possible 1 80% within 15 minutes 4 hours 90% resolved within 4 hours Partial loss of services Official escalation by Customer Management Any incident deemed by management to result in a monetary loss to organization effecting more than one user. An issue that requires urgent attention once business hours resume possible escalation of the issue to Severity 1 at the start of the next business day. User advises that the issues can wait until business hours resume. 2 80% within 30 minutes 8 hours 90% resolved within 8 hours Single/limited user loss of service A non-priority issue that can be dealt with as per the SLA during business hours, effecting one or a limited number of users (within the platform). 3 90% within 4 hours 2 business days 90% resolved by 2 business days Standard ticket Systems maintenance task or service request. Investigate non-critical failed task (within the platform).4 90% within 8 hours 3 business days 90% resolved by 3 business days Severity Priority Resolution simple/Status ResolutionPost- resolution time update 1 Status for 80% of Incidents within 15 minutes 90% resolved within 4 hoursEvery 4 hours during business day 2Status for 80% within 30 minutes90% resolved within 8 hoursDaily 3Status for 90% within 4 hours 90% resolved by 2 business days* Daily 4Status for 90% within 8 hours 90% resolved by 3 business days* Daily * Example: ticket raised Monday at 10 has a target resolution of Wednesday at 10

Telenor Business Internet Services AS. Snaryveien 30 1360 Fornebu Norway +47 67890000 www.tapstorm.comPage 19 of 30 APPENDIX 4: ISV SLAS Microsoft SLAComment PhonePhone number same as above for each country. Outlined in Partner Playbook 1.Catastrophic -15 min 2.Critical-1 hour 3.Urgent - 2 hours 4.Important-4 hours 5.Advisory- NA Partner Playbook page 48. During the service request creation process, the partner technical support agent is asked to assess the scope and impact of the issue via a series of prompted requests. Initial (Please see appendix L) this determines the severity level of the support issue submitted. E-mailVary by support agent Please see above comment Tickets through ticketing system Microsoft Online Portal (MOP) https://portal.microsoftonline.com/ Please see aove comment Online chatNot available Not available Jotta SLAComment PhoneBusiness hours Severity Level 1 [Critical] 0,5 hour Severity Level 2 [Major] 1 hour Severity Level 3 [Minor] 1 work day Request for Information [RFI] 3 work days Off hours Severity Level 1 [Critical] 1,5 hours Severity Level 2 [Major] 3 hours Severity Level 3 [Minor] 1 work day Request for Information [RFI] 3 work days E-mailAs above Tickets through ticketing system Online chat Mozy SLAComment Phone Priority 1:95%