This Support Handbook ("Handbook") sets out the technical and support procedures for Marketnode and its customers including SLA commitments. This Handbook should be read in conjunction with the agreement(s) entered into between Marketnode and each Customer, which may have customer specific terms that supersede this document.

Platform Availability & SLAs

Routine Maintenance and upgrades made to platforms may be performed outside of the defined Operational hours above.

Emergency Maintenance is only performed when there is critical upgrade to be applied to maintain integrity and security of the platform. The date and timing of the maintenance will attempt to be executed during non Operational hours for the impacted Customers, but may not always be possible. The following triggers will be managed as Emergency Maintenance:

• Where there is information that a vulnerability is being actively exploited “in the wild” (for example, when exploits are available in exploitDB or notification from vendor or vulnerability management software), mitigating action (patching or compensating control) will be taken immediately.

• Where there is an immediate threat to the security of the customer’s data or overall platform stability.

SLAs

The above SLAs are calculated per quarter.

Any customer specific SLAs may be found within the customer’s agreement(s)

Support Processes

Marketnode operates a 24*7 operations centre to constantly monitor production services and will take proactive steps to resolve any issues prior to customer impact, however should an issue be experienced, the following mechanisms are available to raise an issue.

Marketnode provides an online support portal (http://support.marketnode.com) to raise issues, where the severity can be set together with details of the incident, including screenshots, and attachments can be uploaded.  Marketnode customers should select the appropriate request type to ensure the ticket is routed to the correct team for prompt resolution.

Users will receive and email notification confirming Marketnode’s receipt of the issue. Further communication and updates can be conducted via the responses to the email and/or via the support portal. Issue severity should be based upon the below classifications and Marketnode reserves the right to update the severity in the event of an incorrect setting

Further instructions on Raising a Request

Each Customer acknowledges that Marketnode’s ability to provide support is dependent on the performance of these obligations, including the following:

• Issues are raised via the Support Process (defined here)

• The Customer has provided relevant training to individuals who will be using the Platform, including the process for them to raise support issues with Marketnode (which may be via the Customer’s central help desk)

• Provide Marketnode with all reasonable co-operation to facilitate the efficient discharge of its obligations under this Handbook.

Broadly, there are 2 types of support requests:

• Production issues ("Issues") causing impact to current business operations

• General questions on functionality or technology

Issues will be classified by Marketnode, in discussion with the Customer and in accordance with the following levels of severity. All other types of support requests will be classified as a Severity 4.

• Severity 1 / Blocker / Critical Impact. An emergency situation which critically impairs the Customer’s business operations until it is rectified or a workaround is in place. Such incidents are typically characterised by the unavailability of entire application system during the Operational hours, a breach of SLA or security breaches and will cause material financial, repetitional, compliance, or significant increase in risk of impact) if not resolved quickly.

• Severity 2 / High / Significant Impact. A detrimental situation caused by an significant error in the application, performance degrades substantially under reasonable loads or key functionalities of the application are not accessible by all users, thereby causing a significant impact on business operations, or a significant risk of an SLA breach

• Severity 3 / Medium / Moderate impact. The application is impaired caused by unexpected behaviour in the application. The impact is not time critical, has a reasonable workaround or only impacts selected users, thereby causing little or no significant impact.

• Severity 4 / Low Impact. A noticeable situation, caused by an error in the application, in which use of the application is affected in some cosmetic or ergonomic way and has minimal impact causing no significant impact on business operations, or an issue which is reasonably correctable by a documentation change or by a future, regular release from Marketnode

When an issue is raised the following response and resolution timeframes will be targetted within the operational hours of the applicable platform.

Security Incidents

The detection of an event that has or may compromise the data security of the platform, or the attempt of such an event, will be initially treated as a Severity 1

Major Incidents

In the rare event of multiple issues or a market-wide disruption, Marketnode may not be able to respond directly to each incident raised by each customer and declare a Major Incident.  In such an occurrence, Marketnode will provide regular status updates via its communication platform (http://status.marketnode.com) and will respond to individual issues to confirm resolution when the Major Incident impact has been resolved.

Disaster Recovery Plans / BCP

Marketnode operates a highly available infrastructure and together with our operations team, we ensure that our platforms are always available. In the unlikely event of infrastructure outage, Marketnode will perform the necessary failover activities within minutes. Customers are not required to change their processes or method of connectivity. Any significant interruption to services will be documented at the status page above.

Support Scope

Includes

• Identifying, troubleshooting and resolving problems related to Production versions of the purchased products

• Root cause analysis for Severity 1 and 2 Incidents

• Guidance around implementation and configuration

Excludes

• Support for any software other than the purchased products

• Support for non General Available ("Production" / "Live") versions (e.g Release candidates / Test version are not supported) or non production (e.g. Test) environments

• No on-site support will be provided

• Development questions or requests

• Product training

• Support in languages other than English

• Professional Services

Excused Failures

Failure to meet any SLAs will be excused to the extent the following circumstances are present:

• Any incident received and subsequently cancelled or if the customer is not contactable

• For request for service, enhancement, clarification, queries and feedbacks

• Actions or inactions of Customer, or third-party vendor thereto (other than Marketnode and its subcontractors)

• The failure of, or problems relating to, network services, connections, software, firmware or equipment not under the control of Marketnode

• Any Force Majeure Event (as defined in the Agreement), as long as Marketnode complies with reasonable disaster recovery procedures.

Updates