Service Level Agreement. BaswareONE product SLA for Electronic Document Exchange - BRONZE. Version 3.1. Effective date 01/08/2014

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1 Version 3.1 Effective date 01/08/2014 Document name CTP0-BUS-F275-EN_SLA_product_Bronze_BaswareONE Basware ALL RIGHTS RESERVED

2 Subject and start date This (SLA) defines the target service levels for the exchange of Documents via the BaswareONE Service Platform and is attached to an Agreement signed between Basware and the Customer of a BaswareONE based Electronic Document Exchange Service. This BaswareONE gets into force as of the Service Commencement Date following the installation and acceptance (if any) by the Customer under the concerned Agreement and shall have the same duration as the Agreement. The guarantees shall however only be applied as of the third month following the moment on which the Customer exchanges a new type or format of Document on the production environment of the BaswareONE Service Platform for which this SLA applies. This transition period allows Basware to adjust the performance properties of the Document Exchange Service. 2. Definitions Agreement Customer User Document Force Majeure Event Service(s) Service Commencement Date Support (Service) Network BaswareONE Service Platform Sender Receiver Time Window of Support Web Client The overall agreement between Basware and its Customer for the delivery of Services by Basware, which comprises the present. The entity that agrees upon this SLA as part of a Basware Agreement. Any person who was granted access to the BaswareONE Service Platform for a specified role (sender, receiver, administrator etc.). A category of Message, the latter being a string of data which are to be considered as one integer, which is exchanged between a Sender and a Receiver. A cause beyond a Party s reasonable control, including, but not limited to any cause at the other Party (e.g. any change to the Customer Technology after initial installation, without Basware approval and impacting the Services), strikes, inclement or severe weather, industrial disputes (other than between the affected Party and its employees), general power outages, lightning or fire, acts of local or central government or other competent authorities, war, acts of terrorism, civil disorder, acts or omissions of telecommunications operators, the obstruction by a third party of line of sight between microwave installations, or events beyond the reasonable control of its suppliers and including, for the present SLA, any reason entitling Basware to suspend its Services under the Agreement. The services that are provided to the Customer under the Agreement and which might be indicated more specifically in an Order Form. Refers to the date on which the Services are available for the first time to the Customer for use, as meant under the Agreement. That part of the Services that is provided to the Customer under the Support Service Level Agreement. The telecommunication system(s) and transaction environment used by Basware for the provision of the Services. The BaswareONE platform and/or equipment (including any associated user manuals and other documentation), owned by and/or licensed to Basware and made available to the Customer and installed at Customer s and/or Basware s site to provide the Services. The Service Platform forms part of the Basware Technology. A User that delivers Documents on the BaswareONE Service Platform. A User that receives or retrieves Documents from the BaswareONE Service Platform. The time window during which the Helpdesk is available to handle the Requests from the Customer as specified in the Support. Functional part of the Service offering a web based view on the Document content or audit trails.

3 3 6 Integration Client (Electronic) Document Exchange Service User Interfacing Service Basware Technology Customer Technology Audit Trail Planned Outage Scheduled Maintenance Window Functional part of the Service enabling integration between the application on the Customer Technology and the BaswareONE Service Platform. Functional part of the Service that is responsible for the Document routing and processing between Senders and Receivers. Functional part of the Service enabling the Users to interact with the BaswareONE Service Platform for delivery, transmission, retrieval or viewing of Documents and/or audit trails. Technology of Basware and its affiliated companies, including its services, content, software, hardware, algorithms, user interface designs, architecture, class libraries and any related intellectual property rights and also including any derivatives, improvements, enhancements or extensions, that are not uniquely applicable to Customer or that have general applicability in the art. Technology of the Customer, including its services, content, software, hardware, algorithms, user interface designs, architecture, class libraries and any related intellectual property rights and also including any derivatives, improvements, enhancements or extensions, that falls under the responsibility of the Customer. The evidence of Document exchange over the BaswareONE Service Platform. A temporary Service interruption under the Agreement, necessary for Basware to carry out essential maintenance (incl updates/upgrades) on its Basware Technology. A regular maintenance window necessary for Basware to carry out certain maintenance (incl updates/upgrades) on its Basware Technology.

4 Document Exchange Service Basware guarantees that over a one month period, 99.0% of all Documents delivered to the BaswareONE Service Platform by the sender are exchanged within 24 hours. Conditions - compliance with any contractual requirement, - a valid identification of the sender (logon, identity certificate or electronic signature), - a valid identification of the receiver, - a valid identification of the Document, meaning that the communication of the Document includes all needed context and content specific information for successful initiation of the exchange process by the BaswareONE Service Platform, - a Document format meeting the standard or agreed upon format, - a Document exchange within the Time Window of Support, - available sender and receiver communication servers, and - Document exchange to a maximum peak volume of 100 Mbytes per hour. - any non-fulfillment of the above mentioned conditions, - any Scheduled Maintenance Window, or - any Planned Outage. In such cases, Basware shall anyhow do its best effort to perform the Document Exchange Service within the above mentioned timeframe, however without being committed to this service level guarantee. 4. User Interfacing Service Basware guarantees that over a one month period, 99.5% of its User Interfacing Service is available 24 hours a day and 7 days a week. Conditions - compliance with any contractual requirement, and - available sender and receiver communication servers - any non-fulfillment of the above mentioned conditions, - any Scheduled Maintenance Window, or - any Planned Outage. In such cases, Basware shall anyhow do its best effort to perform the User Interfacing Service within the above mentioned timeframe, however without being committed to this service level guarantee. The availability of the Network Services (infra) is not taken into account to determine the User Interfacing Service availability.

5 Network Services 5.1. End-to-End Managed Network Basware guarantees that over a one month period, 99.5% of its End-to-End Managed Network for the connections between the BaswareONE Service Platform and the Customer Technology is available 24 hours a day and 7 days a week, through its network provider. Condition - compliance with any contractual requirement and - available sender and receiver communication servers - any non-fulfillment of the above mentioned condition, - any Scheduled Maintenance Window as notified by Basware or the latter s network provider, or - any Planned Outage as notified by Basware or the latter s network provider. As this service level guarantee depends on one single agreement (not per customer) between Basware and its network provider, the failure to meet this service level guarantee cannot result in the granting of any service credits to the Customer and could only result in any Basware liability (within the limits as mentioned in the Agreement) as far as Basware can obtain an indemnification from its network provider for such failure Internet Network Basware guarantees that over a one month period, 99.5% of its Internet Network for the connection between the BaswareONE Service Platform and the Internet back-bone network is available 24 hours a day and 7 days a week, through its network provider. Condition - compliance with any contractual requirement - any non-fulfillment of the above mentioned condition, - any Scheduled Maintenance Window as notified by Basware or the latter s network provider, or - any Planned Outage as notified by Basware or the latter s network provider. As this service level guarantee depends on one single agreement (not per customer) between Basware and its network provider, the failure to meet this service level guarantee cannot result in the granting of any service credits to the Customer and could only result in any Basware liability (within the limits as mentioned in the Agreement) as far as Basware can obtain an indemnification from its network provider for such failure.

6 Scheduled Maintenance Window 6.1. Service maintenance Fixed windows When necessary, Service maintenance activities will be scheduled on Saturdays between 6:00 a.m. and 12:00 a.m. CET. Web client related maintenance activities could also be scheduled on Tuesdays and Thursdays between 7:00 a.m. and 9:00 a.m. CET Occasional windows Occasionally, maintenance activities could be scheduled by Basware on its platform; occurrence will be limited to once a month Maintenance notifications The Customer may subscribe to the maintenance notification Service. This Service informs the Customer about every scheduled service interruption at least 2 business days in advance. Basware Copyright ALL RIGHTS RESERVED