Service Level Agreement - TekLinks

1 Service Level Agreement Office 365 Service Copyright 2017 TekLinks , Inc. All rights reserved. Public. Version , January 2017 The master version of this document is maintained electronically. Printed copies are uncontrolled and should be considered unofficial versions. Please reference the electronic source for current version. 201 Summit Parkway - Birmingham, Alabama 35209 - Phone (205) 314-6600 - Fax (205) 940-9067 - Page 1 of 6 This Office 365 Service Level Agreement ( SLA ) is incorporated into the Quote executed by TekLinks and Customer for Office 365 services and sets forth the specific terms and conditions under which TekLinks shall supply the Office 365 services described herein to Customer. The general terms applicable to such services are contained in the Master Terms and Conditions ( MTC ) and the Master Service Level Agreement ( MSLA ) incorporated into the Quote by reference. Capitalized terms used but not defined herein shall have the meanings set forth in the MTC and MSLA.

2 Terminology These are Service specific definitions. Common definitions are already defined in our Master Service Level Agreement . Email refers to the worldwide system of sending Email messages to people across the Internet. Exchange refers to Equipment that TekLinks has deployed in TekLinks managed facilities to provide Service to Users. Hosted refers to services where TekLinks provides the infrastructure (hardware, power, cooling, and connectivity). The customer has full access to manage the environment and is responsible for maintaining every aspect of the environment. SPAM refers to bulk and/or unsolicited email. Service Description General Office 365 will allow users to work with email and MS Office applications from anywhere on any device. TekLinks will provide customers with Hosted Exchange through Office 365 so that they can access their Exchange environment from any internet connection.

3 All Service levels include the Email Protection spam filtering Service and Microsoft IT- Level web support and 24/7 phone support for critical issues. levels and Offerings Exchange Online Kiosk Description Basic email access for users who may not have an office or a desk but will benefit from communication and collaboration with coworkers. Online Kiosk offers smaller storage per user and no Office applications. Features Email, calendar (Exchange) 2GB Mailbox per User Email Archiving 10 years, unlimited storage Office 365 Service Level Agreement Copyright 2017 TekLinks , Inc. All rights reserved. Public. Version , January 2017 The master version of this document is maintained electronically. Printed copies are uncontrolled and should be considered unofficial versions. Please reference the electronic source for current version. 201 Summit Parkway - Birmingham, Alabama 35209 - Phone (205) 314-6600 - Fax (205) 940-9067 - Page 2 of 6 Exchange Online (Plan 1) Description Basic email access for users who may not have an office or a desk but will benefit from communication and collaboration with coworkers.

4 This Service offering provides increased email storage per user and access to online Office applications. Features Office Online Email, calendar (Exchange) 50GB Mailbox per User Email Archiving 10 years, unlimited storage Office 365 Business Essentials Description Online versions of Office with email and video conferencing. Intended for 300 or fewer users. Features iPad, Windows RT & smartphone apps Office Online 1TB per user, cloud storage (OneDrive for Business) Email, calendar (Exchange) 50GB Mailbox per User Online meetings, IM (Skype for Business) Team sites, internal portals (SharePoint) Enterprise social (Yammer) Active Directory integration Advanced Email Filtering Email Archiving 10 years, unlimited storage Office 365 Business Description Full Office on PC/Mac with apps for tablets and phones (email not included). Intended for 300 or fewer users. Features Desktop versions of Word, PowerPoint, Excel, Outlook, OneNote, Publisher iPad, Windows RT & smartphone apps Office Online 1TB per user, cloud storage (OneDrive for Business) Advanced Email Filtering Office 365 Service Level Agreement Copyright 2017 TekLinks , Inc.

5 All rights reserved. Public. Version , January 2017 The master version of this document is maintained electronically. Printed copies are uncontrolled and should be considered unofficial versions. Please reference the electronic source for current version. 201 Summit Parkway - Birmingham, Alabama 35209 - Phone (205) 314-6600 - Fax (205) 940-9067 - Page 3 of 6 Office 365 Business Premium Description All the features of Business Essentials and Business in one integrated plan. Intended for 300 or fewer users. Features Desktop versions of Word, PowerPoint, Excel, Outlook, OneNote, Publisher iPad, Windows RT & smartphone apps Office Online 1TB per user, cloud storage (OneDrive for Business) Email, calendar (Exchange) 50GB Mailbox per User Online meetings, IM (Skype for Business) Team sites, internal portals (SharePoint) Enterprise social (Yammer) Active Directory integration Advanced Email Filtering Email Archiving 10 years, unlimited storage Office 365 Enterprise E1 Description Most Office 365 functionality for Enterprise Level organizations of 300 or more users.

6 Features iPad, Windows RT & smartphone apps Office Online MS Access 1TB per user, cloud storage (OneDrive for Business) Email, calendar (Exchange) 50GB Mailbox per User Online meetings, IM (Skype for Business) Team sites, internal portals (SharePoint) Enterprise social (Yammer) Active Directory integration Advanced Email Filtering Email Archiving 10 years, unlimited storage Office 365 Service Level Agreement Copyright 2017 TekLinks , Inc. All rights reserved. Public. Version , January 2017 The master version of this document is maintained electronically. Printed copies are uncontrolled and should be considered unofficial versions. Please reference the electronic source for current version. 201 Summit Parkway - Birmingham, Alabama 35209 - Phone (205) 314-6600 - Fax (205) 940-9067 - Page 4 of 6 Office 365 Enterprise E3 Description Full Office 365 functionality for Enterprise Level organizations of 300 or more users, including the full suite of MS Office applications.

7 Features Desktop versions of Word, PowerPoint, Excel, Outlook, OneNote, Publisher iPad, Windows RT & smartphone apps Office Online MS Access 1TB per user, cloud storage (OneDrive for Business) Email, calendar (Exchange) 50GB Mailbox per User Online meetings, IM (Skype for Business) Team sites, internal portals (SharePoint) Enterprise social (Yammer) Active Directory integration Advanced Email Filtering Email Archiving 10 years, unlimited storage Office 365 Enterprise E5 Description Full Office 365 functionality for Enterprise Level organizations of 300 or more users, including the full suite of MS Office applications. The E5 Service Level includes all the features of E3 plus a new class of unified communications solutions with advanced Skype for Business meetings and voice capabilities. Features PSTN conferencing to dial in to Skype meetings from anywhere Cloud-based call management with option to add PSTN calling Advanced analytics with Power BI Pro and Microsoft MyAnalytics In-place, Advanced eDiscovery Advanced security with Advanced Threat Protection and Customer Lockbox Enhanced visibility and control of your Office 365 environment Availability Dependencies The availability of Service is dependent on the existence of a suitable network transport from TekLinks to User(s).

8 TekLinks also reserves the right to limit Service availability in the event that necessary Service Components are either unavailable or unattainable at a reasonable cost to TekLinks . Suitable network transport to the internet for users. Service can be provisioned and used over the Internet. The Email Encryption Service option requires Azure Rights Management if not using the E3 or E5 plan. Office 365 Service Level Agreement Copyright 2017 TekLinks , Inc. All rights reserved. Public. Version , January 2017 The master version of this document is maintained electronically. Printed copies are uncontrolled and should be considered unofficial versions. Please reference the electronic source for current version. 201 Summit Parkway - Birmingham, Alabama 35209 - Phone (205) 314-6600 - Fax (205) 940-9067 - Page 5 of 6 Limitations Microsoft Service limitations apply. Exceptions Microsoft Service exceptions apply. Service Options The following options may be added to the Office 365 services .

9 Description of Service options in no way entitles Customer to the feature, unless specified by TekLinks and Customer in the signed Quote or signed evaluation of a Service Change request. A separate SLA or Statement of Work may apply to such options and may have additional costs associated with them. Options below may not be compatible with all variants of Office 365 Service . Compliance Description Compliance provides an integrated solution for vulnerability management, security compliance assessment and reporting, and comprehensive risk management. Azure Rights Management Description This option provides comprehensive policy-based information rights management capabilities. This option is required for Email Encryption and is already included in E3 and E5 plans. Email Encryption Description This option provides the capability to encrypt outbound e-mail. Customer must purchase this Service for all individuals sending outbound email.

10 Outbound encrypted email sent to any other recipient will be replaced with a pointer to a secure portal whereby recipient can retrieve contents of original encrypted e-mail. Encryption can be automatically triggered when e-mail contains sensitive information, such as but not limited to, PHI, NPI, or any information that could be reasonably matched with keyword or pattern matching. This option requires Azure Rights Management if you are not using the E3 or E5 plan. Mail Migration Tool (Migration Wiz), per mailbox Description This is a per-mailbox synchronization tool to migrate a user s mailbox from another email Service to Office 365. Service Level Metric This option has a best effort availability goal. Office 365 Service Level Agreement Copyright 2017 TekLinks , Inc. All rights reserved. Public. Version , January 2017 The master version of this document is maintained electronically. Printed copies are uncontrolled and should be considered unofficial versions.