LifeLock 2015 Annual Report Download - page 163

Term Definition

The ratio of Impacted Transactions to total transactions times the duration of the incident in minutes, calculated as follows:


 . The required minimum hardware and software requirements for the Broker system are as
follows:
Component Minimum Requirement

Microsoft Internet Explorer Version n minus 1 of current market version
Firefox n minus 1 of current market version
Chrome n minus 1 of current version
 . Equifax provides a national toll-free technical support line that is staffed twenty-four (24) hours per day, seven (7) days per
week, three hundred sixty-five (365) days per year for the purposes of reporting Service Availability incidents. Refer to the Equifax Application
Support Guidelines, as updated from time to time by Equifax, for further information on Equifax’s support procedures.
Support Levels Roles

Responsibilities
 


24 x 7 x 365 availability
Record Broker incident


 


 


 
 

 
 

 
 . Equifax will provide the following reports to Broker on a monthly basis.
 System generated reports showing: (i) Transaction Response Time measurements for the prior month (ii) average weekly and monthly
Service Availability Uptime for the prior month (iii) detailed information (dates and times, where applicable) related to any Service
Availibility Defaults during the prior month.
 Scheduled Maintenance with planned and actual start and end times for a given month.
 A report of all incidents that impacted services provided to Broker and clearly articulating time to begin work to restore impacted
services.
Sev 1 - 1 Hr [***]% of Time
Sev 2 - 2 Hr [***]% of Time
Sev 3 - 4 Hr [***]% of Time
 For all Equifax API calls, system Generated response times showing (i) average Transaction Response Times and (ii) detailed
information (dates and times, where applicable) related to Transaction Response Time Service Availability Defaults.
 Detailed reporting on dedicated toll free member support services calls calculated on a monthly basis, populated with data extracted
from Equifax’s ACD/IVR telephony systems, specifically reflecting: (i) the number of calls received on the dedicated transfer line
established for Broker, and (ii) the percentage of calls answered within 90 seconds on that same dedicated transfer line.
*** Certain information on this page has been omitted and filed separately with the Securities and Exchange Commission. Confidential treatment has been
requested with respect to the omitted portions.
