SERVICE LEVEL AGREEMENT

The Aplicor Subscription Agreement provides additional SLA information and supersedes all other documentation.

Aplicor hosted delivery and service level agreement (SLA) benefits:

• 100% data center uptime and network availability since 2003.
• Data center performance visibility since 2003.
• Online display of all relevant hosted delivery performance metrics.
• SLA backed with financial guarantee.
• SLA that doesn't exclude downtime under the guise of 'scheduled maintenance'.

DEFINITIONS AND TERMS

UPTIME: The Aplicor data center and Aplicor backbone network availability is guaranteed to 99.5% uptime per calendar month.

LATENCY: The average monthly latency on the Aplicor Backbone will be 50 milliseconds or less for North America, 90 milliseconds or less for EUMEA and 130 milliseconds or less for Asia Pacific. Latency equals the average time required for round trip IP packet transfer between selected tier 1 POP's on the Aplicor Backbone during a calendar month.

PACKET LOSS: Aplicor's goal is to maintain Packet Loss on the Aplicor Backbone to less than 0.1%. Packet loss results when one or more IP data packets fails to reach their destination. Packet loss can be caused by a number of factors, including network signal degradation, oversaturated network links and corrupted packets rejected in transit. Although TCP can inherently recover from packet loss, packet verification and retransmission reduces throughput.

JITTER: Aplicor's goal is to maintain average Jitter on the Aplicor Backbone to less than 250 microseconds. Jitter is an abrupt and unwanted variation of one or more signal characteristics, such as the interval between successive pulses, the amplitude of successive cycles, or the frequency or phase of successive cycles. Jitter can apply to a number of signal qualities (e.g. amplitude, phase, pulse width or pulse position), and can be quantified in the same terms as all time-varying signals.

MAXIMUM JITTER: Aplicor's goal is for maximum Jitter not to exceed 10 milliseconds more than 1.0% of a calendar month.

HOST SPEED: Host performance is the Aplicor OLTP (online transaction processing) service transaction speed. Performance is further affected by customer's Internet bandwidth, network latency and client-side processing.