STRATUS TECHNOLOGIES IRELAND, LTD 2 -2007

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SERVICE ADDENDUM Assured Availability Plus Service Level for Stratus Systems Running the Microsoft Windows Operating System All definitions and terms contained in the Master Service Agreement and the Service Schedule apply to this Addendum. The terms of this Addendum shall control in the event of inconsistencies. 1. Severity Level Definitions I.I. Critical: A problem that causes your System to become completely unavailable to users. 1.2. Serious: A problem that substantially impairs System operation. 1.3. Moderate: A problem that does not substantially impair System operation. 1.4. Minor: A problem that does not impair the operation of your System. It is non - conforming behavior that can be avoided or ignored. 2. Customer Assistance Centers (CAC) Services: Stratus will use best commercial efforts to provide remote and telephone Hardware and Software support within the times described below, depending on the severity of the problem, for problems reported by you via telephone or e-mail. 2.1. Critical: Stratus will acknowledge receipt of the problem within thirty (30) minutes. Stratus will provide CAC services (i) on a continuous basis until the System is restored to service; and (ii) on a priority basis until a suitable workaround is provided or until all material aspects of the System's functionality are restored. 2.2. Serious: Stratus will acknowledge receipt of the problem within two (2) hours. Stratus will provide CAC services on a priority basis until the System's functionality is restored or a suitable workaround is found. 2.3. Moderate: CAC services will be provided during local business hours only. Stratus will acknowledge receipt of the problem within four (4) hours. Stratus will use reasonable efforts to resolve the problem or provide a work around within seven (7) calendar days. 2.4. Minor: CAC services will be provided during local business hours only. Stratus will acknowledge receipt of the problem within four (4) hours. Minor problems will be corrected in a manner and within a time frame as determined by Stratus in its sole discretion. 3. Remote System Support and Monitoring: Stratus will provide 7x24 remote system support and monitoring of Covered Systems through an electronic connection between each such Covered System and the Stratus CAC, using the Active Service Network. Remote System Support, if applicable, may include one or more of the following: 3.1. Hardware problem auto notification. The System will automatically generate a call to Stratus CAC notifying us of a Hardware failure; and 3.2. Automatic parts replacement: Stratus' CAC will disburse a part replacement based on the System's automatically generated calls; 3.3. Access to Software downloads, uploads and on -line diagnostic routines; and 3.4. System report auto notification initiated by and relating to Software installations and system reboots. 4. Telephone Support: Stratus will provide 7 x 24, unlimited, toll free access, to the Stratus CAC for assistance with software problems related to the currently supported version of the Stratus Software, Operating System and supported non - Stratus Software identified in your Service Schedule (individually and/or collectively hereinafter referred to as "Supported Software "). Stratus technical support engineers will provide root cause problem determination and relief, available Software updates and bug fixes as well as information and assistance related to Software features. Telephone Software Support applies to the following: 4.1. Stratus Software: Stratus will maintain Supported Stratus Software such that it will inter operate with the then Stratus- supported release of the Windows operating system. 4.2. Microsoft Windows Support: For Critical and Serious problems related to the Microsoft Windows operating system kernel, Stratus will provide priority access to Windows certified Stratus engineers, who will work collaboratively with Microsoft support personnel to address problems traced to a Microsoft product. 5. Active Service Manager Services: Stratus will provide user - authenticated access to the following Stratus 7x24 electronic support services: 5.1. Service event call logging and monitoring; 5.2. Stratus' technical Knowledgebase; 5.3. Software downloads; and 5.4. Product and service notifications 6. Hardware Remedial Services: Stratus will provide Hardware Remedial Services, which may include one or more of the following: 6.1. Advanced Parts Exchange — Next Business Day: Stratus will use commercially reasonable efforts to ship Hardware replacement parts within the same business day of receiving an automatically - generated call through Remote System Support or by way of a Telephone request that is received prior to 5:00 P.M. local time. Restrictions may apply in certain countries. Stratus will pre -pay the cost of shipping the replacement part to the requested location. A next - business -day delivery carrier chosen by Stratus will make shipments. Each replacement part shipment will also include shipping material and a pre -paid freight bill for return of the defective part. The defective part must be returned to Stratus within fourteen (14) calendar days from the date of reported failure. If you fail to do so, Stratus will bill and you will pay the list price of the replacement part shipped. Stratus assumes all risk of loss or damage to parts that are in transit to and from the location. 6.2. On -Site Hardware Support: If Stratus determines that it is necessary to do so, Stratus will provide on -site Hardware support Services at its cost and expense including labor, parts and material necessary to repair the System, which may include one or more of the following: (1) Same Day Emergency On -Site Services: Stratus will provide same day emergency on -site service if the System experiences a Critical problem and it cannot be recovered through remote support means. (2) Next Business Day On -Site Services: Stratus will provide next business day on -site service if the System experiences a Serious problem and cannot be recovered through remote service means. 63. Hardware On -Site Support Services Conditions: (1) You agree to render all reasonable assistance and to cooperate fully with Stratus' service representative or agent. Additionally, you agree to ensure his/her ability to work without interruption or interference. (2) Upon arrival at the site, subject to Stratus' reasonable judgment, on -site Services will be provided until the System is operational or as long as reasonable progress is being made. Work may be temporarily suspended if additional parts or resources are required, but will resume when they become available. (3) Travel expenses incurred in traveling to and from a System site located more than fifty (50) miles [eighty (80) kilometers] from the nearest Stratus service center will be charged to and paid by you.