1 Copyright © 2011 Kony Solutions, Inc. CONFIDENTIAL 1 SLA and Escalation Matrix Dec 15, 2014

2 Copyright © 2011 Kony Solutions, Inc. CONFIDENTIAL 2 Revision History VersionDate Changes / Updates Ver 118-Jan-12 Base version Ver 24-Apr-12 Added Release Support Availability Matrix Ver 310-Dec-12 Added Support Hours. Updated SLA notes. Ver 43-Sep-13 Updated the Release support availability for 4.1. Ver 5 15-Dec-14 Updated the Release support availability for 5.5, 5.6 and 6.0.

3 Copyright © 2011 Kony Solutions, Inc. CONFIDENTIAL 3 Index  Severity Levels  SLA Matrix  Things to Note  Support Hours  Escalation Matrix  Release Support Availability

4 Copyright © 2011 Kony Solutions, Inc. CONFIDENTIAL 4 Severity Levels

5 Copyright © 2011 Kony Solutions, Inc. CONFIDENTIAL 5 SLA Matrix *Kony will make every effort to achieve the target resolution time, however, the time needed to provide a correction may vary depending on the amount of coding and testing needed for the correction. Resolution and Target Resolution times are based on India working days (excluding holidays). Customer will ensure that a resource is assigned to work with Kony support team to provide information or verification on an ongoing basis, until the issue is resolved. In the event Kony’s response time to an Error is negatively impacted due to Customer’s or a Third-Party’s delayed response to Kony's request for additional information to correct an Error, the response times provided above will be extended by an amount of time proportionate to such delay. Both parties may agree that due to technical dependencies and other factors, certain Errors classified as Medium and Low may be resolved in the next release rather than in a production patch. Customer acknowledges that Kony does not and cannot guarantee that all Errors can or will be corrected. In the event an Error is caused by the underlying manufacturer’s Software Development Kits “SDK” and Kony needs support from Native SDK (for e.g. RIM, Apple) then this issue is driven by the timelines and SLAs the device manufacturer commits to.

6 Copyright © 2011 Kony Solutions, Inc. CONFIDENTIAL 6 Things to note The Severity set for the reported defect/issues is a with respect to the Product and will be purely driven by the SLA definition. The Support teams will review the issue reported by the user and assign the correct severity based on the severity definitions. The above matrix is only for the defects reported on the Kony Product. This does not apply to Feature requests / enhancements required by the customers. The New Features requested by customers should follow the Feature Request Process. New Features requested in the Defect reporting process will be treated as a Low severity defect with no SLA impact. Please note that only “Production” issues can be classified as “Critical”. All issues / defects during the course of application development will be classified as High/Medium/Low severity based on the severity definition. Sample Application is mandatory for all valid defects. A defect without a sample application will not be accepted by the support team. This does not apply to questions / queries.

7 Copyright © 2011 Kony Solutions, Inc. CONFIDENTIAL 7 Support Hours TimeDay ISTMondayTuesdayWednesdayThursdayFridaySaturdaySunday 0:00No SupportSupport No Support 1:00No SupportSupport No Support 2:00No SupportSupport No Support 3:00No SupportSupport No Support 4:00No SupportSupport No Support 5:00No Support 6:00No Support 7:00No Support 8:00No Support 9:00Support No Support 10:00Support No Support 11:00Support No Support 12:00Support No Support 13:00Support No Support 14:00Support No Support 15:00Support No Support 16:00Support No Support 17:00Support No Support 18:00Support No Support 19:00Support No Support 20:00Support No Support 21:00Support No Support 22:00Support No Support 23:00Support No Support 0:00Support No Support NOTE: Time is mentioned in IST (Indian Standard time) NOTE: Support for Critical Production issues is available 24*7.

8 Copyright © 2011 Kony Solutions, Inc. CONFIDENTIAL 8 Escalation Matrix NOTE: Please keep your Kony Account manager in loop on all escalation mails. NOTE: All escalation communication should be initiated on mail, followed by phone call - if required. Escalation LevelDesignation Desk Phone #How / When to Escalate 1 L-1 Product Support Request update on Defect 2Team Request update on Defect and/or esclate if no information is available from L-1 Team Escalate if No information is available from L-1 Team / Tech lead or if the information received does not meet expectation. 4 Head - Product Final level of escalation when no satisfactory information is available from other levels of escalation.

9 Copyright © 2011 Kony Solutions, Inc. CONFIDENTIAL 9 Release Support Availability Platform Release Release DateEOL Standard EOL Extended Dec-141-Jan-17 1-Jan May-141-Jun-16 1-Jun Dec-131-Jan-16 1-Jan Aug-121-Sept-14 1-Jan-16* Feb-121-Mar-14 1-Jan-16* *Additional EOL Extended duration provided for 4.1 and 5.0 to allow customers 12 month duration for upgrading following initial notification.