DATA CENTRE ANALYST

PERIOD OF SERVICE Period of 1 year commencing in Dec 2025 with annual renewal

DATA CENTER OPERATIONS MANAGEMENT FOR APDC (INCLUDING TICKET MANAGEMENT)

. Onsite support during business hours at 2 of the Regional Data Centers in Singapore (up to 120 racks) with standby for off hours, weekend and holidays (Up to 10% per month)

. Provision of Lone Worker Protection capabilities in 2 Regional Data Centers and maintenance for onsite activities (Up to 5 unique workers per site)

DATA CENTER OPERATIONS MANAGEMENT FOR LOCAL DCs (INCLUDING TICKET MANAGEMENT)

. Remote Support for 6 of Local Data Centers based in Thailand, Indonesia and Hong Kong (SLA is subjected and limited to local Data Center support team onsite) (up to 100 racks)

DC PROVIDER PERFORMANCE AND QUALITY REVIEW MANAGEMENT FOR APDC AND LOCAL DCs

. Remote Services for 2 Regional Data Centers in Singapore, 1 in Thailand, 2 in Indonesia and 2 in Hong Kong (Total 7)

DATA CENTER OPERATIONS MANAGEMENT & DC PROVIDER PERFORMANCE AND QUALITY REVIEW MANAGEMENT FOR TH DR DC

. Remote Support for Local DR Data Center based in Thailand and limited to local Data Center support team onsite) (up to 4 racks)

. Remote Services for Local DR Data Center based in Thailand PROJECT DELIVERY FOR NEW INSTALLATION AND DECOMMISSIONS FOR UP TO 70 MANDAYS

. Onsite support at 2 of Regional Data Centers in Singapore in accordance with Project Scope

. Remote Support for 6 of Local Data Centers based in Thailand, Indonesia and Hong Kong (SLA and delivery timeline is subjected and limited to local Data Center support team and services onsite)

Operational Scope of Work: DATA CENTER OPERATIONS MANAGEMENT ➢ Support for Maintenance with DC Providers:

. SLA Target: In accordance with each facility agreed uptime of data center operations, ensuring minimal disruption to business activities while planning and execution of the activities. This includes in the preparation of change request to support in the approval by Customer's Change Authority Board for such maintenances

. Quality Metric: All maintenance activities supported must be completed within predefined timeframes. In instance, any maintenance is backed out, to acquire rationale and incompletion report from DC Provider ➢ Physical Moves, Adds, and Changes:

. SLA Target: Complete all physical moves, adds, and changes within the agreed- upon schedule, with a maximum turnaround time of 24 hours for minor changes including changes to inventory data where applicable

. Quality Metric: Zero incidents of service disruption due to improper racking or patching, with adherence to corporate inventory management system for tracking and management updates ➢ Racking of Equipment:

. SLA Target: Complete racking of all equipment within 4 hours of arrival at the Data Center or as stipulated by stakeholders in accordance to planned scheduled of activities

. Quality Metric: Ensure all equipment is securely mounted and labelled according to internal standards, with no incidents of improper installation ➢ Removal of Equipment:

. SLA Target: Remove outdated or redundant equipment within 1 month of the approval for decommissioning or in accordance to the Customer's designated schedule for bulk decommissions cycle

. Quality Metric: Ensure that all removed equipment is documented and tracked in the inventory management system

➢ Patching of Equipment (Copper and Fibre):

. SLA Target: Complete all patching tasks within 24 hours of request initiation . Quality Metric: Maintain a 100% accuracy rate in patching, ensuring no cross- connections occur

➢ Rebooting/Reseating of Equipment:

. SLA Target: Execute equipment reboots/reseating within 1 hours of request during business support hours or as stipulated with stakeholder

. Quality Metric: Document all reboots and maintain a log to track any issues that arise post-reboot

➢ Accepting Deliveries:

. SLA Target: Process all incoming deliveries within 4 hours of arrival or as scheduled with stakeholder . Quality Metric: Ensure 100% accuracy in inventory records upon acceptance of deliveries.

➢ Arranging Delivery of Equipment:

. SLA Target: Coordinate outgoing deliveries within 1 business day of request or as scheduled with stakeholder

. Quality Metric: Ensure all outgoing equipment is packaged and labelled correctly, with no discrepancies in the delivery schedule.

➢ Supervising Third-Party Vendors:

. SLA Target: Always ensure supervision of third-party vendors during on-site activities with a designated authorised personnel with no safety or security incidents

. Quality Metric: Monitor and report on vendor performance, ensuring compliance with Customer's quality standards for physical security and safety

➢ Monitoring Quality of Work:

. SLA Target: Conduct quality checks on 100% of completed tasks, with feedback provided to stakeholder within 24 hours.

. Quality Metric: Achieve a minimum satisfaction rating of 85% from internal stakeholders regarding the quality of work performed.

➢ Reporting Back to Customer's Stakeholders:

. SLA Target: Provide status updates to Customer stakeholders within 1 hour of task completion.

. Quality Metric: Ensure that all reports are clear, concise, and accurately reflect the work performed

➢ General Support as Requested by Customer:

. SLA Target: Respond to general support requests within 1 hour during business hours

. Quality Metric: Maintain a resolution rate of 90% for support requests within the same business day for lower priority requests.

➢ Support During Incidents:

. SLA Target: Provide immediate on-site support for incidents within 1 hour of notification when onsite, and within 4 hours when offsite.

. Quality Metric: Document all incident responses and resolutions, ensuring a feedback loop for continuous improvement.

➢ Escalation of Issues:

. SLA Target: Escalate unresolved issues within 30 minutes to the appropriate Customer's personnel for urgent attention.

. Quality Metric: Ensure that 100% of escalated issues are tracked and reported back with resolution timelines. ➢ Cleaning and Tidying Up of Premises

. SLA Target: Conduct cleaning and organization of the premises at least once per week.

. Quality Metric: Maintain a cleanliness rating of 90% or higher based on internal checks by the DC Leads or representatives.

➢ Support During Project Work:

. SLA Target: Allocate resources for project support within 24 hours of request under expedited rate, and within 1 week under normal rate.

. Quality Metric: Ensure project support tasks are completed on time and to the project specifications.

➢ Ensure Coverage of Staff:

. SLA Target: Maintain adequate staff coverage at all times, with a contingency plan in place for unexpected absences based on the stipulated business or off business support hours.

. Quality Metric: Achieve a coverage rate of 95% during peak operational hours and at least 80% during off business hours.

➢ Media Handling Requests (where applicable):

. SLA Target: Respond to media handling requests within 1 hour or as stipulated by stakeholders.

. Quality Metric: Ensure that all media handling is conducted according to Customer's data management policies, with 100% compliance.

➢ Personnel Management and Performance:

. SLA Target: Conduct quarterly performance reviews for all team members rendered under this scope, ensuring that at least 90% meet or exceed performance expectations.

. Quality Metric: Team member satisfaction scores should be maintained above 80%, reflecting a motivated and engaged team.

➢ Utilization of Technical Support Personnel:

. SLA Target: Ensure that up to 90% of technical support personnel are allocated to BAU (Business as Usual) with appropriate hotline manning to ensure continuity for call escalations.

. Quality Metric: Acknowledgment time for support requests should be less than 1- hour for critical issues. Response to onsite requests as a result, should be less than 1 hours for Business hours, and within 4 hours for after Business hours.

TICKET MANAGEMENT ➢ Ticket Submission:

. SLA Target: All tickets must be submitted through the designated ticketing system, with an acknowledgment of receipt sent to the requester within 1 hour.

. Quality Metric: 100% of tickets are acknowledged, recorded, and categorized correctly upon submission.

➢ Ticket Categorization and Prioritization:

. SLA Target: Categorize and prioritize tickets within 30 minutes of submission based on severity and impact.

. Quality Metric: Maintain an accuracy rate of 95% in categorizing and prioritizing tickets, ensuring that critical issues receive immediate attention.

➢ Response Time:

. SLA Target:

. Critical Issues: Initial response within 1 hour.

. High Priority Issues: Initial response within 4 hours.

. Medium Priority Issues: Initial response within 8 hours.

. Low Priority Issues: Initial response within 24 hours.

. Quality Metric: Achieve a response rate of 95% for critical and high-priority tickets within the specified SLA targets.

➢ Resolution Time:

. SLA Target: . Critical Issues: Resolution within 4 hours.

. High Priority Issues: Resolution within 8 hours.

. Medium Priority Issues: Resolution within 24 hours.

. Low Priority Issues: Resolution within 72 hours.

. Quality Metric: Ensure that 95% of all tickets are resolved within the designated SLA timelines.

➢ Ticket Escalation Process:

. SLA Target: Escalate unresolved tickets to higher support levels within the following timeframes:

. Critical Issues: 1 hour after initial response

. High Priority Issues: 2 hours after initial response

. Quality Metric: Maintain a 100% compliance rate for escalation processes to ensure timely attention to unresolved issues.

➢ Communication and Updates:

. SLA Target: Provide status updates to ticket submitters at least every 1 hour for critical and high priority issues and daily for all other issues until resolution.

. Quality Metric: Achieve a communication satisfaction score of 85% or higher from ticket submitters based on post-resolution surveys.

➢ Ticket Closure:

. SLA Target: All tickets must be closed within 24 hours of resolution, with a closure confirmation sent to the requester.

. Quality Metric: Ensure that 95% of tickets are closed with proper documentation and resolution notes, and that closure feedback is collected from users.

➢ Reporting and Analysis:

. SLA Target: Generate and present monthly reports on ticket management performance, highlighting key metrics such as response times, resolution times, and user satisfaction.

. Quality Metric: Conduct quarterly reviews of ticket management performance to identify trends and areas for improvement, aiming for continuous enhancement of service delivery.

➢ Continuous Improvement:

. SLA Target: Implement a feedback loop where at least 20% of resolved tickets are reviewed for quality assurance and process improvement opportunities.

. Quality Metric: Utilize feedback to enhance ticket management processes, aiming for a 10% improvement in resolution times over the next review period.

➢ Escalation Process:

. SLA Target: Establish an escalation process for unresolved issues or performance deficiencies, with defined timelines for escalation: o Initial escalation to the provider within 48 hours. o Further escalation to senior management within 5 business days if not addressed.

. Quality Metric: Ensure that 100% of escalations are tracked and resolved within specified timelines.

PROJECT DELIVERY SERVICES (RATE CARD SERVICES) Overview:

To achieve the service level expectations for delivering customer project services, focusing on the assessment of project delivery scope for new equipment installation and decommissioning, quotation preparation, resource onboarding and allocation, project documentation support, coordination with customer operational teams, and reporting project updates to stakeholders. This framework aims to ensure timely, efficient, and high-quality service delivery.

➢ Assessment of Customer Project Delivery Scope:

. SLA Target: Complete assessments for new equipment installation and decommissioning requests within 10 business days of receipt.

. Quality Metric: Ensure that 100% of assessments include comprehensive project requirements, timelines, resource needs, and risk analysis, with a clarity rating of 85% or higher based on customer feedback.

➢ Quotation Preparation:

. SLA Target: Provide detailed quotations for project scope within 5 business days following the completion of the assessment.

. Quality Metric: Achieve a 95% accuracy rate in quotations, ensuring that all costs, timelines, and project deliverables are clearly outlined, with no discrepancies reported within 30 days post-approval.

➢ Onboarding and Resource Allocation:

. SLA Target: Allocate necessary resources (staff, equipment, etc.) within 5 business days of purchase order issuance. (Subjected to availability and spares where available)

. Quality Metric: Maintain a 90% resource availability rate to meet project timelines, ensuring that all resources are trained and briefed on project requirements.

➢ Project Documentation Support:

. SLA Target: Provide and support all necessary project documentation (project schedule of delivery, installation & decommissioning checklists) within 10 business days of purchase order issuance.

. Quality Metric: Ensure that 100% of documentation is reviewed for accuracy, completeness, and usability, achieving a feedback score of 85% or higher from project stakeholders.

➢ Coordination with Customer Operational Team:

. SLA Target: Initiate coordination with the customer's operational team within 5 business days of project scope approval to ensure alignment and smooth delivery.

. Quality Metric: Ensure that 100% of project-related communications are documented, and maintain a satisfaction score of 80% or higher from the operational team regarding collaboration and support.

➢ Reporting Project Updates to Stakeholders:

. SLA Target: Provide regular project updates to stakeholders at least once a week during project execution and upon significant project milestones.

. Quality Metric: Achieve a 90% compliance rate in timely reporting, with all updates containing clear and actionable information, as confirmed by stakeholder feedback.

➢ Issue Resolution:

. SLA Target: Address any project-related issues raised by customers within 24 hours of notification.

. Quality Metric: Ensure that 90% of escalated issues are resolved within 48 hours, with documented resolutions communicated to the customer.

➢ Project Completion Review:

. SLA Target: Conduct a project completion review within 5 business days of project finalization to evaluate performance against initial scope and identify areas for improvement.

. Quality Metric: Document lessons learned and ensure that 100% of feedback is incorporated into future project planning.