Impact Level HootSuite does not yet have an Impact Level accreditation, however if we were to apply we believe we would be at the IL3 level.

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1 Overview G Cloud 4: Service Definition HootSuite is a social media monitoring and listening platform for businesses and organisations to collaboratively execute social media strategies across multiple social networks from one secure, web-based dashboard. Launch marketing campaigns, identify and grow audience, and distribute targeted messages using HootSuite s unique social media dashboard. Streamline team workflow with scheduling and assignment tools and reach audiences with geo-targeting functionality. Invite multiple collaborators to manage social profiles securely, ensure regulatory compliance and brand protection for your social media accounts plus provide custom reports using the comprehensive social analytics tools for measurement. Key social network integrations include Facebook, Twitter, LinkedIn, and Google+ Pages, plus a suite of social content apps for YouTube, Instagram, Pinterest, Tumblr and many more. HootSuite is the most popular and widely used Social Media Management tool across the public sector in the UK with over 10,000 users. Our clients include the majority of central government departments such as the Foreign Office, Ministry of Defence and DeFRA plus many police forces and local government organisations. Below are some of the key points about HootSuite that have been crucial in our conversations with these organisations. Installing workflows so that posts need to be signed off by a Comms/Marketing head before going live - approval process Advanced security and permission rights which were crucial to the Metropolitan Police and Foreign Office Assignments workflow plus an internal 'Conversations' tool to aid cross departmental communication and sharing of best practices Audit Trail to see who posted what and when and via what source (HootSuite Dashboard, Mobile Device etc.) Geo-Targeted Searches Lists that allow you to follow multiple people all in one stream Outbound and Inbound campaign tagging Team Analytics (unresolved posts, resolution ratio etc.) Extensive social media training, certification & compliance

2 Over 90 different social networks and apps already integrated. Mobile device support across iphone, ipad, android, blackberry and Windows Full local support and account management throughout the length of the contract With Social Media becoming an integral part of communications mix it is important that you have a comprehensive, long term social media strategy, supported by a robust, adaptive and secure management system. Impact Level HootSuite does not yet have an Impact Level accreditation, however if we were to apply we believe we would be at the IL3 level. Details of the level of backup/restore and disaster recovery that will be provided HootSuite has business continuity plans in place at executive and leadership levels for human resources. This plan is maintained and owned by the executive leadership team and our board of directors. Our technology team is on call 24/7 with multiple leadership team members on call as needed. We utilize Amazon Web Services for our hosting needs. We have hot backups of our system done multiple times each day to separate servers We use their disaster recovery services if needed for technology purposes: For the most current information on service levels and recovery times please visit: hootsuite.com/enterprisetermshttp://hootsuite.com/enterpriseterms On boarding Ordering To place an order: 1.Contact the HootSuite public sector sales team at either razvan.michiu@hootsuite.com or philip.almasari@hootsuite.com 2.The sales team will discuss your needs, provide a demo if required and advise on the best setup. 3.Once the desired setup has been agreed we will draw up the G-Cloud contracts for signature.

3 Launch Services Our Launch Services team role is to on-board new customers on all aspects of HootSuite. They will help set up the streams and searches within the dashboard, ensure everyone are on the correct training courses, create the reports and get everything ready for use. Each customer is also assigned a named Account Manager. The Account Manager s role is to ensure the client is maximizing their use of HootSuite throughout the length of the contract. Invoicing process As per the framework agreement our payment terms are on an annual upfront basis, invoiced, with a Purchase Order if required, at the beginning of the contract and are payable within 30 days payable by international bank transfer. Training All enterprise users have access to HootSuite University which is an online video resource where users will complete a certification course on how to use HootSuite plus have access to best practice guidance and webinars of industry thought leaders. Administrators will get live group training from the Launch Services team. Pricing Please see attached pricing document Data restoration / service migration Not applicable Consumer responsibilities The consumer must adhere to the T&Cs as stated in the framework agreement Technical requirements Client side requirements are minimal. The service is accessed through a web-browser, and we support all major browser: Internet Explorer (version 7 and above), Google Chrome, Firefox, and Safari.

4 Bandwidth requirements are low (e.g. the service can be used on a mobile device with typical 3G bandwidth). Trial service: Not usually available. We do not normally provide free trials. However demos are available, and free trails can be arranged in specific cases. End of Contract (Off-boarding) Termination Process To terminate the service, as per the framework agreement, the client simply s their Account Manager with a clear request to stop the service. Data extraction/removal: All reports can be exported in csv format. Support & Minimum Performance All Enterprise licenses come with an account manager, 24/5 tech support (with support on Saturdays between 9am and 5pm, with 24/7 coming in 2014) and access to the support, training and strategic guidance of our professional services team. We work with clients in a consultative capacity to develop professional services that fits their specific requirements. This includes implementation, tracking of specific KPIs and reporting/data setup/configuration. Service levels including hours and expertise are clearly defined once consultation with clients has begun. Service credits model for not meeting service levels Definitions: API Interruptions means interruptions due to independent HootSuite integration partners, including Twitter, Facebook, LinkedIn, YouTube, and other Supported Platforms. Service Availability means the uptime of a Platform, and is measured by subtracting the total minutes of Service Interruption for such Platform in a given month from the total minutes in such month, divided by the total minutes in such month and then multiplied by 100. Service Interruption means, except for scheduled system maintenance, the period of time that a Platform is either (a) not available for Customer log-in or (b) substantially not functioning. API Interruptions shall not constitute a Service Interruption.

5 By way of example: If in a given 30-day month there are 60 minutes of Service Interruption, then the Service Availability for such month would be calculated as follows: = (43,200 being the total minutes in a 30-day month 60 minutes of Service Interruption) / 43,200 = 43,140 / 43,200 = Service Availability for the month would be 99.9% Standard Support means the support provided by HootSuite help desk technicians in response to a ticket submitted by Customer through Service Availability: Each of the Platforms will be operational and available to Customer 24 hours per day, 7 days per week at least 99.9% of the time in any calendar month, except for scheduled maintenance and upgrades, and excluding API Interruptions (the Service Availability SLA ). Where reasonably possible, HootSuite shall provide at least 24 hours' advance notice to Customer on scheduled maintenance in excess of 30 minutes. If HootSuite does not meet the Service Availability SLA, Customer will be eligible to receive the Service Credits described below. This Service Availability SLA states Customer's sole and exclusive remedy for any failure by HootSuite to meet the Service Availability SLA. Service Availability of a Platform Service Credits mean days of Service added to the end of the Term at no charge to Customer < 99.9% - >= 99.0% 3 < 99.0% - >= 95.0% 7 < 95.0% 15 Customer Must Request Service Credit. In order to receive any of the Service Credits described above, Customer must notify HootSuite within 30 days from the time Customer becomes eligible to receive a

6 Service Credit. Failure to comply with this requirement will forfeit Customer's right to receive a Service Credit. Maximum Service Credit. The aggregate maximum number of Service Credits to be issued by HootSuite to Customer for all downtime that occurs in a single calendar month shall not exceed 15 days of Service added to the end of Customer's Term. Service Credits may not be exchanged for, or converted to, monetary amounts. Severity and Expected Response Times: HootSuite will provide Customer with standard support 24 hours per day from Monday to Friday, and between the hours of 9 am and 5pm Pacific Time on Saturday, Sunday, and on statutory holidays in Canada. Expected response times after a ticket has been submitted during the support hours through are as follows: Severity Definition Expected Response Time Level 1 - Critical Complete failure of a Platform, including but 1 hour not limited to complete inability to access or use the platform Level 2 - High Essential functionalities are disrupted 2 hours Level 3 - Partial or limited loss of functionality 4 hours Medium Level 4 - Low Inconvenience but not impacting performance 24 hours Data centers We use Amazon s EC2 cloud hosting service and data centers. We adhere to all EU and UK data protection laws. Network

7 All data transport is by https.