1 ClickFactory Self-Provisioning for Microsoft Dynamics NAV on Microsoft Azure in Office 365 Service and Additional Offerings.

Transcription

1 -I 1 ClickFactory Self-Provisioning for Microsoft Dynamics NAV on Microsoft Azure in Office 365 Service and Additional Offerings u, Microsoft ~ Dynamics NAV + I ~v11(' ",I,ti Azure + o Office36S Copenhagen, 16th of October, 2014 Version 1.3

2 'click Table of Contents 1. Introduction to 1 ClickFactory Self-Provisioning for Microsoft Dynamics NAVon Microsoft Azure and in Office 365 and Additional Offerings 3 2. The Self-Provisioning Service 4 3. Additional Offerings Invoicing 12 Page 2

3 'Clf'ck 1. Introduction This document describes the 1ClickFactory Self-Provisioning for Microsoft Dynamics NAV on Microsoft Azure and in Office 365 and 1 ClickFactory Additional Offerings. The Self-Provisioning Service is available from the 1 ClickFactory Partner Zone ( The service was released for general availability on April 10th, The 1 ClickFactory Self-Provisioning for Microsoft Dynamics NAV on Microsoft Azure and in Office 365 combined with 1 ClickFactory Additional Offerings provides partners with the following benefits: 5-in-1 Solution. Microsoft Dynamics NAV, Microsoft Azure, SQL, Office 365, and of course upgrade services - all integrated into a single solution to deliver to your customers. Hassle-Free Setup. 1 ClickFactory provisions on Microsoft Azure, freeing Microsoft Dynamics NAV partners to focus solely on their customers. The service is simple, automated and can be used by non-technical people. Affordable ERP: Partners can move their sales discussions from capital investment to predictable low monthly OPEX cost. There is no startup cost, which is the normal from traditional hosters. Reliable Performance and Security. 1 ClickFactory delivers reliable performance of Microsoft Azure in the cloud. Redundancy and backup is built into the service to secure high data security. Endless Scalability. The solutions scales easily: a few clicks is all it takes to add more end users Full-Partner Control. Partner remain the single point of contact for your customers. Support. 1 ClickFactory, unlike traditional hosters, provides support across Infrastructure and Microsoft Dynamics. Partners can, optionally, buy 1 ClickFactory to be backup for their support outside of normal working hours. Geographical reach. Microsoft Dynamics Partners can provision on datacenters in North America, Asia and Europe. The 1 ClickFactory self-provisioning for Microsoft Dynamics NAV on Microsoft Azure and in Office 365 is a cloud service for Microsoft Dynamics partners (VARs as well as ISVs), other Microsoft partners and freelancers working with Microsoft Dynamics or Office 365 products. The Self-Provisioning Service supports Microsoft Dynamics NAV 2015, Microsoft Dynamics NAV 2013 R2 (also Microsoft Dynamics C5 2014) and Microsoft Dynamics NAV 2013 FP1. Microsoft SQL Server 2012 standard on Microsoft Azure is part of the Self-Provisioning. Currently Microsoft SQL 2014 is being tested for the platform. The 1 ClickFactory Self-provisioning offering includes a number of Additional Offerings that are related to provisioning Microsoft Dynamics NAV on Microsoft Azure, see Figure 2.1. Figure 2.1: Overview of the 1ClickFactory self-provisioning for Microsoft Dynamics NAV on Microsoft Azure and in Office 365 and 1ClickFactory Additional Offerings Upfront Services Self Provisioning Service Additional Offerings Post Project Service Microsoft Dynamics NAV upgrade (quoted, fixed pnce) Add-on merge (quoted, fixed price) C5 to NAV data transformation Page 3

4 'circle Note: grey are services that will be released later this year. 2. The Self-Provisioning Service Timing is indicative. The 1 ClickFactory self-provisioning for Microsoft Dynamics NAVon Microsoft Azure and in Office 365 service allows partners to provision Microsoft Dynamics NAV on Microsoft Azure and with integration to Office 365, in a simple way, for a fixed price per user per month. The 1 ClickFactory Self-Provisioning for Microsoft Dynamics NAV on Microsoft Azure and in Office 365 is based on the architecture and technologies provided by Microsoft Dynamics NAV 2015 and Microsoft Dynamics NAV 2013 R2 (see Figure 2.2). Figure 2.2: Architecture of Microsoft Dynamics NA V 2015 and NAV 2013 R2 (from Microsoft) Microsoft Azure IMPUiMENTATlON AUTOMATEOBY t. c r_ r ~., cllek 64bit, Compatibility Levell 00 o Office36S BROWSER Microsoft Dynamics NAVDev. Environment Microsoft SQL Server" l ~- ~ Internet Information "" ~ Services (lis).o for Web CUent ~ ~ ~--- Microsoft Dynamics NAV Server RoleTaiiored Client (Click Once) The self-provisioning services includes all components needed to run Microsoft Dynamics NAV 2015 or Microsoft Dynamics NAV 2013 R2 on Azure, but configured for ease of use by partners in their service to customers. Generally, the Microsoft Dynamics NAV on Microsoft Azure and in Office 365 self-provisioning service can be split into 3 integrated parts: 1. The Platform where the service is configured from 2. The Configurations that are automatically configured on Microsoft Azure 3. The Access to the Configurations that are provided to end-user in s 2.1. The Platform The Platform is a Web-Portal from which a Partner can self-provision Configurations of Microsoft Dynamics NAV on Microsoft Azure and in Office 365. The Partner Web-Portal is used by the Partner to manage configurations, servers, licenses, databases, pricing, customers and end-users. The Partner Web-Portal can also be used to build configurations, addons and services that can be posted on the Customer Web-Portal, where these can be ordered by the partner's customers. Finally, the Partner Web-Portal is used to provision customers with Microsoft Dynamics NAV on Microsoft Azure and in Office 365. Page 4

5 'circle As part of the Self-Provisioning Platform the Partner gets a monthly report that contains information on the customer name, the number of users and the price. The partner can run the report on a monthly basis to generate the data needed to invoice the customers. Figure 2.3: Partner Portal main menu 'dlck, It ~ I,., adminhtratot [; B-d Welcome, administrator of General tf this Is the fifs{ time YOO're here, please ra~ '"' look al this guid~ II will qukkjy cover tht' steps reeoec IO be able lo sell automated Dynamics solutions: [J uceoses G p",d,,,:,, 1. Upload & assign databases I verticals Z. Set up products 3. Create a Dynamics Service ner (OST) 4. (reate a sales site (wh1te you're waiting for the OST to finish) S. Set up a solution for sale 6. Add soluden to your sales site As you might notice, this hiuoifchy is also reflected in the menu to the left! Read mere 2.2. The configurations From the Platform, the Partner can provision a number of Configurations that can run Microsoft Dynamics NAV on Microsoft Azure. An overview of the Configurations can be seen in the table 2.3. Single Dedicated' Single-tenant Multi-tenant Multi-company customer Most ftexible solution No confticts of Oll integrations between customers low resource consunptlon Can be customized for indivtdual customer lowest resource consumption Easy upgrade and management Isolated business data databases Separate licenses can be used Most expensive solution NST consumes memory regardless if the customer is connected No miclc:ae tier Isoiiltion Singte point 01 failure for multiple customers Cannot be customized for Individual customers No database isolation No middle tier isolation Single point of failure for multiple customers Cannot be customized for indivklual companies When a customer has very specific Integrations or applications that have special requirements Low resource consumption and ful isolation are required, while maintaining processleve4 control of customers Business data Isolation is needed. while application is the same Users only read data, hence no writing and processing isolation is required Data is shared between companies None os OS.NST OS.NST Table 2.3: Overview of the 1 ClickFactory self-provisioning for Microsoft Dynamics NA V Configurations Multi Company can be applied to single dedicated, single tenant and multi-tenant Configurations. The configurations include Microsoft Azure and Microsoft SQL and are provisioned on a per user per month basis Included Services There are a number of services that are included in the Self-Provisioning Service: 24/7-365 monitoring: 1ClickFactory will be monitoring the service 24/7-365 to ensure high availability. Virtual server instances that stop functioning properly are re-started. Page 5

6 'clh" Patching: The Microsoft Azure service is patched automatically by Microsoft; all other patching of SQL and Microsoft Dynamics NAV software will be patched according to individual agreements with partners. 2nd Level Support: 1 ClickFactory provides access to 1 ClickFactorys support service system for registration of Incidents. Once a partner has signed up for the service, 1 ClickFactory will provide the partner with access to the 1 ClickFactory Support System. The scope of the support included in the standard service is limited to issue resolution on the operations and availability of the service. The response time of the support is 8 working hours (CET time zone) from receiving incident. Partners can make more comprehensive support agreements with 1ClickFactory, see section on Extended Support Services Access and Data Security The 1 ClickFactory Self-Provisioning Service comes with high access and data security. through the use of: This is realized Security zones: The 1ClickFactory Self-Provisioning Service provisions Microsoft Dynamics NAV within a partner dedicated security zone. The security zones are based on IPsec policies within the active directory domain, and ensures isolation and no networking access between Partners, and restricted access between zones. Daily Backup: SQL backup is taken daily, as an incremental backup and every week as a full backup. The backups are kept for 2 weeks to enable restore of the database, if needed. Restore of the daily backup is not included in the service, but can be ordered and paid for, separately. In addition, partners can, at any point in time make manual backups based on the database backup and restore functionality available in the partner panel. An overview of the different back-up options can be seen in the table beneath: - Table 2.4: Overview of the backup options Name Description Back-up Storage Restore Standard SQL backup Included automatic performed SQL 1ClickFactory storage Performed by included in Self Backup incrementally daily and full area 1ClickFactory - Provisioning Service back up weekly for up to 2 weeks back. Payable (see pricelist) Backup from Partner Panel Free Manual back-up that can be performed by partner whenever the partners needs il. Service is for free. SQL Partner share Manual performed by partner or payable if performed by 1 ClickF actory Automated schedule of Payable service that allows partner SQL Partner share Manual performed by backup internally in to setup for daily backups to be partner or payable if Azure performed to their Partner share. performed by daily 1 ClickFactory.1 Automated schedule of Payable service that allows partner SQL Backup outside of Azure to setup for daily backups to be ( TSM) performed to an end point outside Microsoft Azure. 00-' At transport end-point that is configured Manual performed by partner or payable it performed by 1ClickFactory Mirroring: All configurations are, with the exception of the Private Sandbox (both Bronze and Silver), provided with a mirrored (replicated) environment to ensure high availability of the service. The mirroring service replicates the Microsoft Dynamics NAV Application server and the SQL database through the setup of Availability Sets and AlwaysOn Failover Cluster Instances provided by Microsoft Azure Options to the Self-Provisioning Service As part of the Self-Provisioning Service, the Configurations can be provisioned with a number of options: Office 365 Integration: The Office 365 option can be selected either in the creation of a multi-tenant service tier or when provisioning a single tenant to Customer. If selected, Partner will be asked to provide an Office 365 administration user-id and password. This can be Customers', Partners own Office 365 or an Office 365 Trial Account. Each Microsoft Dynamics NAV user-id that is also present in the Office 365 account will subsequently be setup up with the Office 365 user-id and login as single login for Office 365 and Microsoft Dynamics NAV on Microsoft Azure. Data Integrations: Each of the Configurations can be further configured has 4 ports for various integration/access purposes (Client, Management, ODATA, SOAP). ODATA and SOAP will allow web- Page 6

7 'Clf~1c services or other applications to access Microsoft Dynamics NAV data. Only firewall traffic is allowed for Client and Management ports. Choice of Region: From Partner Web-Portal Partner and Portal Owner can chose create the Configuration in one of 3 key regions: Europe, North America and Asia Access to customize Microsoft Dynamics NAV on Microsoft Azure The development environment provided with the Self-Provisioning Service is a public area that the Partners have access to. Whatever is uploaded or other data / code that is left by the Partner in the Public Development Environment is accessible by other Partners. From the Public Development environment, one can RDP to the private application servers and can use SQL Server Management Studio to manage the SQL instances that one has access to. In the dedicated and single tenant configurations, it is possible to customize the Microsoft Dynamics NAV database per customer. In the multitenant configuration, it is possible to customize the Microsoft Dynamics solution, but it will affect all customers running on this solution. Usually data integrations to Microsoft Dynamics NAV on Microsoft Azure are built using web-services and executed through OLLs that have to be uploaded to the operational environment on Microsoft Azure. In private and dedicated configurations, these integrations are uploaded and controlled by the partner through their access to their application servers. Table 6.1 provides an overview of the possibilities to customize the Microsoft Dynamics NAV application and how data integrations can be implemented in the operational environment. Table 2.5: Overview of the various options for customizing the Microsoft Dynamics NAV on Microsoft Azure environment Configurations Database cus torniz abte per customer Solutton IS cus tom Izable for multiple customers OLL update by Partner OLL update by Portal Owner ~ ~ I I Alrcustoner OLL Affect on customers Private Dedicated (Single tenant I «r- (v'l- v' v' or for all MultItenant) custorrers... Private Single Tenant v' NIA v' 0/ Alr custorrer Private Multltenant NIA v' v' v' AD Private Sandbox (Single tenant I Multitenant l ~r custorrer" (v'lh (v'l- v' v' or for au custorrers=".. Yes. if the confiquration IS set up as SIl19Ie Tenant - Yes. if the configuration is set up as MJltitenenant Private Sandbox environment of Microsoft Dynamics NAV on Microsoft Azure and in Office 365 One of the configurations that 1 ClickFactory provides on the 1 ClickFactory Self-Provisioning Service is a Microsoft Dynamics NAV on Microsoft Azure Sandbox. The Sandbox can be bought as a bronze sandbox or silver sandbox. The table on the next page gives an overview of the potential scenarios the sandboxes can be used for: Page 7

8 'clj~1c Table 2.6: Usage scenarios for Sandboxes and other configurations Activity Internal functionality test environment Customer test environment* Recommendation Bronze Sandbox Silver Sandbox You can configure, optionally, the Microsoft Dynamics NAV demo sandbox with an Office 365 Trial environment for demo purposes Access to Users and templated notifications Once the Configurations have been set up on Microsoft Azure and potentially in Office 365, the End-Users will receive an with the links to the provisioned Microsoft Dynamics NAV on Microsoft Azure. The links will give the End-User an access to use Microsoft Dynamics NAV on Microsoft Azure in the Configurations that have been purchased by the Partner on their behalf. The Partner will have a number of templated messages that can be edited to fit their business. These templated messages will be used in notifications from the Platform to the customers. Microsoft Dynamics NAV on Azure can be accessed using a web-browser or a Windows client (both Microsoft Dynamics NAV and/or Office 365). The Development Server can be accessed through RDP Administrator User Rights 1 ClickFactory Self-Provisioning for Microsoft Dynamics NAV on Microsoft Azure and in Office 365 is automatically provisioned with the partner as an administration user on the Application Server. In the case where the customer is using Microsoft Dynamics NAV subscription licenses, the Microsoft Dynamics NAV application server can be setup with 2 additional users, as Microsoft provides 2 additional SAL (unlocks them in the license key) when the first first SAL is ordered. Below is the description of how these two additional users can be used: One user provided for the audit process can only be used by an employee of an external accountancy. It cannot be used by employees of the customer. One user provided for admin can only be used by one of partner employees to manage the software (and act like a true user to duplicate issues in support cases) 2.5.Service Level 1ClickFactory provides the service level as described in Table 6.5 on the Microsoft Dynamics NAV on Microsoft Azure service: Page 8

9 Iclf'clc Table 2.5: Overview of the service level Metric description Metric formula Frequency Service Level Service requests Number of service requests within response wthin 8 response time I Total number of IVonthly >=95% business hours reported service requests' 100 Availability excluding downtime due to system and platform maintenance Number of minutes operational uptime I Total number of possible Mlnthly >=99,5% minutes of uptime' 100 (I\lJmber of 14 calendar days prior notifcations on Scheduled li!1aintenance I Total number of notifications about Scheduled Notification li!1aintenance 100) + (I\lJmber of 72 IVonthly =100% hours prior notifications on Emergency li!1aintenance I Total number of notifications about Emergency Mlintenance 100) I 2 'Working hours (CET 8-17) during business days of 1ClickFactory. Response is defined as either commencing, evaluating orresolving the incident. 2.6.Change request to the Microsoft Dynamics NAV on Microsoft Azure Service Change requests and support requests can be directed to cloud@1 clickfactorv.com. Page 9

10 'cll~1c 3. Additional Offerings 1 ClickFactory provides a number of Additional Offerings that can be added to the Microsoft Dynamics NAV on Microsoft Azure provisioning service. These are provisioned manually by 1 ClickFactory and can be ordered by contacting cloud@1c1ick.com. The different types of Additional Offerings are: Private Development and SQL Servers Additional Services supplementing the Self-Provisioning Service Provisioning Microsoft Dynamics NAV subscriptions Microsoft Office 365 Service Subscriptions Upfront Services Post Project Services 3.1.Private Development, SQL and Integration (blank) servers The partner can number of additional servers and upgrade of servers. The overview of the additional servers and upgrade of servers can be found in Table 3.1. Table 3.1: Overview of Private Development, IntegrationIBlank Servers and SQL Servers Additional Servers Private Servers ( Development and "Blank integration") Private serwr - single instance - Wood Private serwr - single instance - Bronze Resources -<1 GHz.cPU, 768 RAM 1,6 GHz CPU, 1,75 GB RAM Private serwr - single instance - Silver 2* 1,6 GHz CPU, 3,5 GB RAM Private serwr - Single instance - Gold Private SQL Servers (Manual configuration) 4 x 1,6 GHz CPU, 7 GB RAM Private SQL Server Standard - single instance - Silver 2* 1,6 GHz CPU, 3,5 GB RAM Standard SQL Server Standard - single instance - Gold Dedicated Applicaton Serwr upgrades Application Server - Upgrade from Bronze to Silver Application Server - Upgrade from Silver to Gold 4 x 1,6GHz.cPU, 7 GB RAM 4 x 1,6 GHz CPU, 7 GB RAM 8 x 1,6 GHz CPU, 14 GB RAM Development servers can be used if has a development team located over a larger geographical region and needs to work on the same environment. "Blank/Integration" Servers can be used to install third party applications that integration against the Microsoft Dynamics NAV installation. Private SQL servers can used if a customer has special applications that need back-end SQL integration or if the customer is concerned with running on a shared SQL solution. The upgrade option to the dedicated private servers can be use to increase resourcing for different kinds of customer scenarios. 3.2.Additional Services supplementing the Self-Provisioning Service 1 ClickFactory has a number of services that can fulfill extra needs that partners might have around security. These services are Scheduled daily backup of NAV database inside Microsoft Azure Scheduled backup of database outside of Microsoft Azure Restore of configuration and data Move of installation to another Microsoft Azure datacenter Move of installation to another Microsoft Partner Configuration of Multiple languages on Client These are not part of the Microsoft Dynamics NAV on Microsoft Azure standard service price; however, some of the services/change requests are listed in our pricelist with a fixed price and others partners can obtain a fixed price proposal. Page 10

11 'clhle Beneath you find an overview of the back-up option 3.3.Provisioning Microsoft Dynamics NAV subscription licenses Microsoft Dynamics Partners can purchase Microsoft Dynamics NAV licenses for their customers, themselves, from Microsoft, upload them to the service and use them for provisioning of their customers. In case you are not a Microsoft Dynamics NAV certified partner, or in case you find the pricing that 1 ClickFactory offers competitive, the Microsoft Dynamics NAV subscription license can be bought and provisioned through the 1 ClickFactory Self-Provisioning Service for Microsoft Dynamics NAV on Azure. There are two types of Microsoft Dynamics NAV licenses on a per named user per month basis. The license types are SPLA and Subscription (see table 3.3 for an overview of the differences between the two licensing types). Although both license types can be provisioned on Microsoft Azure, Partners can only buy the Microsoft Dynamics NAV subscription license from 1 ClickFactory. Table 3.3: Comparison of Microsoft Dynamics NAV SPLA and Subscription Licensing Area SPLA Subscription Subscription Access License (SAL) Monthly Monthly Term Commitment One Month One Month Ordering Total monthly usaae Per customer orior to usaae Invoice 1 per partner per month 1 per customer per month Invoicing time End of month Start of month Compliance Trust model 1 license kev Der customer NAV ISV modules Controlled at partner level Controlled at the customer level Products NAV 2009/2013, C (less than 3 NAV 2013 R2 and NAV 2013 FP1 users) 3.4.Microsoft Office 365 Service Subscriptions In order to provision Microsoft Office 365 with your Microsoft Dynamics NAV on Azure you need to provide the customer Office 365 administration user-id and password, as part of the provisioning process. You can also buy Office 365 subscription for your customers through 1 ClickFactory. Microsoft's Office 365 service terms can be found here. The Microsoft Office 365 Subscription plans that can be ordered from 1 ClickFactory are listed in Table 3.4. Table 3.4: Office 365 Subscription Plans For up to Onhne Active Business- Publ,c Off,ce M i crosoft Offi ce 365 Desktop nurrner of class conterenein File sharing DIrectory website Online versions of subscriptions* users g Integration Office 365 Small Business 25 y Y Y Y y NA NA PcMerPOnt, Office 365 Small Business Premium 25 y y y y y OtAlcd<,OneNote, NA Wcrd,EJlCeI, Access, Pubiisher,L}OC Office 365 Midsize Business 300 y Y Y y y Wcrd,ElceI, PCMefPoint. OutIook,OneNtte, Access,,"'- PLtlIishet",L}'1C, Hosted Wcrd, Elol:eI, '(Exchanqe Online Plan 1) PCMefPoint. Office 365 Enterprise E1 Unlimted y y y y y OUtJcd<,OneNote, Access, Office 365 Enterprise E3 PI.bIisher,l}'1C, Office 365 Enterprise E4.. ''''- To see full comparison for all Office 365 for business plans VIsti 001/businessicompare-all-office-365-for-business-plan!;"FX ~.~..!... y Y Note: Microsoft will invoice for the Office 365 service directly to the customer. Page 11

12 'click 3.S.Upfront Services Upon request, 1 ClickFactory can deliver a number of upfront services to help partners get their solution ready for the self-provisioning for Microsoft Dynamics NAV on Microsoft Azure and in 0365, see Table 6.1. Microsoft Dynamics NAV upgrade service ~ -+_f_ro_m Service where 1ClickFactory can upgrade a previous version of Microsoft Dynamics NAV. This service is fixed-price based upon a proposal 1C_I_ic_k_F_ac_t_ory~. ~ ~ Microsoft Dynamics NAV Add on Merge Dynamics C5 to NAV Data transformation service Solution verification for Microsoft Dynamics NAV on Microsoft Azure Service where 1 ClickFactory can upgrade a previous version of Microsoft Dynamics NAV. This service is fixed-price based upon a proposal from 1 ClickFactor. Service that transform Microsoft Dynamics C5 databases to Microsoft D namics NAV To be released on April 2nd This service is fixedprice based upon a proposal from 1ClickFactory. To be released Releases on 1ClickFactory Partner Zone on the 13th of October To be released Pis. contact cloud@1c1ickfactorv.com for more information about these services 3.G.Post Project Services The Post Project Services that 1 ClickFactory delivers and that can be combined with 1 ClickFactory Self Provisioning for Microsoft Dynamics NAV on Microsoft Azure and in Office 365 are a) Upgrade subscription and b) Extended Support Services: Tables 3.6: Overview of the post project services Post Project Microsoft Dynamics NAV Upgrade Subscription Description Service for keeping the Microsoft Dynamics NAV application upgraded (max. 1 upgrade per year). Price is per customer/solution per month. Extended Su ort Description I Link to more information Technical Dynamics NAV on Azure support, Extension of the to-partner standard 2nd To be released 24/7-365 line Technical Support of Dynamics NAV on Azure to 24/ Fixed price based on number customer installations the aoreernent with the oartner covers. Customer or ISV specific application support Support on a specific customer or ISV To be released application. Part of this offering is onboarding of the application into 1ClickFactorys support team. Fixed price based on the complexity of the application and the number of persons at the partner with access to the support svstem. Customer or ISV specific application support, Above service with 24/7-365 coverage To be released 24/7-365 Pis. contact cloud@1c1ick.com for more information or if you would like a proposal on any of these services. 4. Invoicing The partner will receive one monthly invoice for the services that will be consumed during the upcoming month. The invoice will be upfront, split by the partner's customer and will be based on per user per month. If the partner adds new customers, new users or solutions during the month, then the partner will be billed this extra usage with the next bill and thereafter monthly upfront. Additional services will be invoiced based on the fixed price proposals and payment terms in the proposal from 1 CI ickf actory. Page 12

13 Service Level Agreement (SLA) for 1 ClickFactory Self Provisioning Service 1. Scope of the Agreement The Service Level Agreement ("SLA") between the Partner and 1 ClickFactory describes the Service Levels for the Self Provisioning Service required to support and sustain Microsoft Dynamics NAV on Windows Azure. The SLA is attached as appendix to and is governed by the Self-Provisioning Service Agreement signed by the Partner and does not constitute a separate agreement. The SLA can be revised or terminated according to the terms set in the Self-Provisioning Agreement. 2. Definitions The terms defined in the Self-Provisioning Service Agreement will apply to this SLA. 3. SLA Services 3.1. Scope of SLA Services In order to meet Service Levels, Service: 1 ClickFactory, the following SLA Services are performed as a part of the Self-Provisioning Continuous Monitoring of the Platform (24/7). 1 ClickFactory will use its best efforts to proactively handle any issues discovered on the Platform. The technologies used for Monitoring are Microsoft System Center Operations Manager (SCOM), and Windows Azure based Cloud Alerter.net Monthly Windows Azure system maintenance and Windows Azure Patching. Windows Azure Patching is handled automatically by Microsoft on all parts of the Windows Azure platform. The Partner may request 1 ClickFactory to suspend automatic Windows Azure patching on private or dedicated Configurations. Monthly Platform system maintenance and Platform Patching. Platform Patching is performed by 1 ClickFactory on all parts of the Platform. Microsoft Dynamics NAVand SQL Patching on public Configurations are performed manually and coordinated with the Partner. Microsoft Dynamics NAV Patching is out of scope of the SLA Services on all private and dedicated Configurations 4. Service Levels & Service Credits 4.1. Prerequisites The Partner shall provide the following prerequisites in order for 1 ClickFactory to meet the Service Levels: a. Availability of the Partner representatives Active and timely involvement of the Partner is considered essential in order for 1 ClickFactory to meet Service Level for Response on 2nd Line Support successfully and in time. The representatives of the Partner shall respond to 1 ClickFactory inquiries within 8 (eight) working hours when working on an Incident. b. Notifications to Customers about scheduled maintenance, once received from 1 ClickFactory Service Levels The table below describes the Service Levels for Self-Provisioning Service:! Freque I Description Metric formula Service Level ncy Response on 2nd Line Support Number of support requests within response Requests within 8 business time / Total number of reported service Monthly >= 95% hours" requests * 100 Availability of the Self- Provisioning Service (The Number of minutes operational uptime / Total Platform, the Configurations and number of possible minutes of uptime * 100 the Access) Monthly >=99,5%

14 (Number of 14 calendar days prior notifications on Scheduled Maintenance / Total number of notifications about Scheduled Maintenance Notifications Maintenance 100) + (Number of 72 hours Monthly =100% prior notifications on Emergency Maintenance / Total number of notifications about Emergency Maintenance' 100) / 2 'Business hours of 1CllckFactory are 8:00 am - 5:00 pm (UTC+1:00) from Monday to Thursday and 8:00-4:00 pm (UTC+1:00) during Fridays, except official holidays of Lithuania. Response is defined as either commencing, evaluating or resolving an Incident Service Credits The amount and method of calculation of Service Credits are differentiation below: a. Response on 2nd Line Support and Maintenance Notifications Actual Service Level for Response Actual Service Level for Service Credit Time on 2nd Line Support Requests Maintenance Notifications <95% <100% 5% <50% <50% 25% In case Service Levels for both the Response Time on 2nd Line Support Requests and Maintenance Notifications are not met, then Services Credits will not be added together, only Service Credit with a higher value will be awarded. b. Availability Actual Service Level for Availabilitv <99.5% Service Credit 1 % for each percentage point of Non-Availability If percentage point of Non-Availability is not a whole number, it will be round off to the percentage unit with a nearest value. 5. Service Credit Claims 5.1. Remedy Service Credits are Partner's sole and exclusive remedy for any violation of this SLA Procedure to Submit a Claim To submit a Claim, the Partner shall use a Claim form provided by 1 ClickFactory. The Partner shall provide to 1 ClickFactory Partner Support all reasonable details regarding a Claim, including but not limited to, detailed description Service Level Occurrence, the duration of the Service Level Occurrence, service affected, any attempts made by the Partner to resolve the Service Level Occurrence and sufficient evidence supporting the Claim Consideration of Claims In order for 1 ClickFactory to consider a Claim, the Partner shall submit the Claim, including sufficient evidence to support the Claim, by the end of Subscription Term when the Service Level Occurrence subject to the Claim occurs. 1ClickFactory will use all information reasonably available to 1 ClickFactory to validate Claims and will make a good faith judgement on whether the SLA and Service Levels apply to the Claim. In the event that more than one Service Level is not met because of the same Incident Customer must choose only one Service Level under which a Claim may be made based on that Incident, and no other Claim under any other Service Level will be accepted for that Incident Awarded Claims If a Claim is approved by 1 ClickFactory, 1 ClickFactory will apply Service Credits for the next Subscription Term. The Service Credits awarded in any billing month shall not, under any circumstance, exceed Partner's monthly Self-Provisioning Service fees.

15 6. SLA Exclusions 6.1. General This SLA and any applicable Service Levels do not apply to any performance or availability issues: a. Due to factors beyond 1 ClickFactory's reasonable control; b. That resulted from Partner Account User's use of hardware, software, or services not provided by 1 ClickFactory in connection with the Self-Provisioning Service; c. Due to Partner Account User's use of the Self-Provisioning Service in a manner inconsistent with documentation, guidelines, or user manuals published by 1 ClickFactory; d. Resulted from Scheduled Maintenance and Emergency Maintenance; e. Related to Additional Services; f. Resulted from the Partner not complying with the Self-Provisioning Service Agreement or the SLA Maintenance a. Scheduled Maintenance 1 ClickFactory executes Scheduled Maintenance of the Self-Provisioning Service on a monthly basis. All information regarding Scheduled Maintenance is communicated to the Partner at least 2 (two) weeks prior to the Scheduled Maintenance. Scheduled maintenance will not exceed 5% of the total time available per month. b. Emergency Maintenance 1 ClickFactory may call an Emergency Maintenance, which may have an impact on the Availability. This can be done with a 72 hours' notice, and should be communicated directly to the Partner and Customers.