Compuware APPLICATION PERFORMANCE MANAGEMENT SERVICE: dynatrace Deep Dive Transaction Management

GCloud 5 Service Definition Compuware APPLICATION PERFORMANCE MANAGEMENT SERVICE: dynatrace Deep Dive Transaction Management Full Service Description Date: March 31 st, 2014 Submitted by Compuware Limited Prepared by: Mark Gillett 07779 881121 Mark.gillett@compuware.com www.compuware.com

Table of Contents 1 Why Compuware? 3 1.1 About Compuware Corporation 3 1.2 Solutions and Services 3 1.3 What Makes Compuware APM Unique? 4 1.4 Compuware Leadership in the APM Market 5 2 Compuware APM Overview 8 2.1 Introduction 8 2.2 dynatrace Deep Dive Transaction Management 9 2.2.1 PurePath-based Application monitoring, diagnostics, analysis and profiling 9 2.2.2 User Experience Management (agent based, all users, all transactions, all the time) 10 2.2.3 Complex EndPoint Analysis 14 2.2.4 Transaction tracking 16 2.2.5 Alerting 19 2.2.6 Architecture 20 3 Customer Service and Support 22 2013 COMPUWARE CORPORATION PROPRIETARY AND CONFIDENTIAL INFORMATION 2

1 Why Compuware? 1.1 About Compuware Corporation Compuware Corporation, the technology performance company, makes technology make a difference by providing software, experts and best practices to ensure technology works well and delivers value. Compuware solutions make the world s most important technologies perform at their best for leading organizations worldwide, including 46 of the top 50 Fortune 500 companies and 12 of the top 20 most visited U.S. web sites. Incorporated in 1973, our business strategy is to enable our customers most important technologies to perform at their peak by delivering best-in-class on-premises software, software as a service ( SaaS ) and professional technical services. Our solutions empower customers to drive revenue, brand equity and customer satisfaction by harnessing disruptive technologies like cloud computing, virtualization and mobile computing. 1.2 Solutions and Services For 40 years, Compuware has delivered software, experts and best practices to make our customers applications work well and deliver business value. Our people and software ensure that critical technologies work like they should all the time for 7,100 customers around the globe. When technology performance really matters and it matters now more than ever organizations, including 46 of the top 50 Fortune 500 companies and 12 of the 20 most visited U.S. web sites, turn to Compuware. Our industry leading solutions: Application Performance Management Optimize the performance, availability and quality of web, non-web, mobile, streaming and cloud applications Mainframe Solutions Deliver high-quality, high-performing mainframe applications using developer productivity tools that set the industry standards 2013 COMPUWARE CORPORATION PROPRIETARY AND CONFIDENTIAL INFORMATION 3

1.3 What Makes Compuware APM Unique? Compuware APM is a new generation of APM, driven by end user experience and designed for the application performance lifecycle. Five characteristics distinguish Compuware APM from old-generation APM solutions. No other APM solution has all of these characteristics. 1. The Only Unified Coverage of the Entire Application Delivery Chain: Optimize Total Application Performance and Business Value Measures app performance from cloud to data centre Integrates every essential form of APM (real user, synthetic, multi-tier, deep app monitoring and transaction tracing) and advanced analytics Covers all applications (web, non-web, mobile, streaming, cloud) including home-grown and third-party apps Fast time to value: auto discovery, zero configuration, quick installs 2. Deepest 24x7 Application Visibility: Proactively Prevent Issues From Impacting Users Trace/capture every production transaction 24x7 with less than 2 percent overhead Capture all technical details and business context Follow the path of user click-to-line of code to identify root causes Multi-tier visibility inside and outside apps Web, mobile, JavaScript, Java,.NET, Network, C/C++, Mainframe, SAP, Citrix, etc. The only solution on the market that will follow every single transaction from every single user all the way into the mainframe 3. Only Mobile and Native App APM: Optimize Mobile Performance and Business Value Web browsers, mobile browsers, mobile sites and native apps Synthetic and real-user monitoring for all forms of mobile access and apps Operational monitoring combined with real-user analysis Ensure your mobile app performs optimally Deepest understanding of all your mobile users and mobile business 4. Most Comprehensive Cloud APM: Leverage the Cloud with Confidence Public: Azure, EC2, Rackspace, etc. Private: APM for the inside of your private cloud Cloud services: Ensure performance and SLA compliance Cloud technologies: Supports big data, NoSQL, etc. 5. Only Lifecycle-oriented APM Platform: Faster Apps, Time to Market, Mean-time-to-repair Purpose-built to unify production, test, development teams Delivers root-cause information with every problem, down to the line of code, including load testing Agile, DevOps Auto discovery, zero configuration, quick installs Stop issues before production (40 percent less) No need to reproduce issues found in production 2x faster time to market 2013 COMPUWARE CORPORATION PROPRIETARY AND CONFIDENTIAL INFORMATION 4

1.4 Compuware Leadership in the APM Market Gartner positions Compuware in the Leaders Quadrant of the APM Magic Quadrant Report (Click here to read more) Read Gartner s comprehensive 2012 Magic Quadrant for Application Performance Monitoring (APM) report. It evaluates 14 vendors on completeness of vision and ability to execute. This Magic Quadrant graphic was published by Gartner, Inc. as part of a larger research note and should be evaluated in the context of the entire report. The Gartner report is available upon request from Compuware. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. 2013 COMPUWARE CORPORATION PROPRIETARY AND CONFIDENTIAL INFORMATION 5

Compuware APM Solution fits perfectly in the Gartner APM model 2010. Independent Research Firm gives Compuware High Functionality Marks in Comprehensive Evaluation of APM Market (Click here to read more) Forrester Research evaluated 26 vendors on APM functionality. Compuware received the highest functionality marks possible in eight out of ten categories and the second-highest marks in the other two categories. Frost & Sullivan names Compuware Global Company of the Year for Cloud Based Application Monitoring (Click here to read more) In a recent analysis of the cloud-based monitoring market conducted by Frost & Sullivan s Test & Measurement research team, Compuware and other companies were evaluated in five categories: Growth strategy excellence Grown implementation excellence Degree of innovation with products and technologies Leadership in customer value Leadership in market penetration Compuware received the highest marks of any vendor in all five categories, as well as the highest overall rating. EMA Awards Compuware Highest Marks for APM Functionality 2013 COMPUWARE CORPORATION PROPRIETARY AND CONFIDENTIAL INFORMATION 6

(Click here to read more) Enterprise Management Associates recently published a report entitled EMA Radar for Application Performance Management for Cloud Services Q1 2012, in which they proclaimed Compuware s APM solution one of the industry s most cloud-ready APM solutions. Compuware received the highest marks for APM functionality (90.89 out of 100). Compuware is used by More of the Top 500 Online Retailers than any other APM Vendor Compuware is #1 provider of web performance monitoring solutions to the top 500 U.S. online retailers for the fifth consecutive year (Internet Retailer Top 500 Guide 2011) 116 of the top 500 US online retailers use Compuware Gomez s web performance monitoring solution more than the No. 2 and No. 3 web performance monitoring vendors combined Five of the top six online retailers are Compuware customers (No. 1 Amazon.com, Inc., No. 3 Apple, Inc., No. 4 Dell, Inc., No. 5 Office Depot, Inc. and No. 6 Walmart.com). More companies who use Web and Mobile Application Performance use Compuware 115 of the Internet Retailer top 500 Web Retailers 386 of the Fortune 500 33 of Comscore s Top 50 U.S. Web Properties 4 of the top 5 websites as voted by Alexa 8 of the top 10 shopping sites as voted by Alexa Why does Compuware lead the APM Market? There are key reasons why Compuware leads the APM market. This redefines application performance management. Compuware now has a capability not matched by any of its rivals, and the timing is auspicious given growing enterprise interest in use of the cloud, especially for SaaS-based applications. Ovum The Gomez/Compuware marriage is a good match with litter overlap and lots of upside. Compuware will be able to address a customer s full range of in-house and internet-based application performance management requirements end to end. IDC Compuware has invested heavily in Cloud management technology No other vendor received a higher score in this category. Enterprise Management Associates Compuware has set new standards in the cloud-based application monitoring market by offering the industry s first end-to-end application monitoring solution. Compuware is expected to capture a major portion of the cloud-based application performance monitoring market in the near future. Frost and Sullivan 2013 COMPUWARE CORPORATION PROPRIETARY AND CONFIDENTIAL INFORMATION 7

2 Compuware APM Overview 2.1 Introduction Compuware APM is the leader in a new generation of application performance management (APM) built to manage today s most challenging modern applications. Unlike traditional APM solutions that are heavy, difficult and reactive, Compuware APM is light, smart and proactive. Much different from the old generation of APM, Compuware APM is built for today s modern, dynamic, virtualized, web, enterprise and mobile applications. No vendor can equal Compuware in well-integrated capabilities for monitoring application performance both inside and outside the firewall. Dennis Drogseth, Vice President of Research, Enterprise Management Associates Compuware s APM offerings provide smart application management for today s modern web, mobile, cloud, enterprise and Big Data environments. We help you deliver great application performance with the following four products: Compuware APM User Experience Management powered by dynatrace, DC RUM, Compuware synthetic, UEM and Gomez provides IT teams and application owners with a complete view of application performance and its business impact for all users, geographies, browsers and devices. Compuware s APM User Experience Management (UEM) combines real user, synthetic and third party cloud services monitoring in a single powerful platform for managing performance, availability and SLAs across web, mobile, cloud and enterprise applications. Compuware APM Application Monitoring powered by dynatrace combines deep transaction management and smart analytics with an end-user perspective to help you deliver faster applications, rapidly find and fix problems and accelerate time to market. Smart Application Monitoring for today s modern web, mobile, cloud and Big Data environments. 2013 COMPUWARE CORPORATION PROPRIETARY AND CONFIDENTIAL INFORMATION 8

Compuware APM Application-Aware Network Monitoring powered by DC RUM enables network and infrastructure operators to immediately isolate faults that impact application performance and end-user experience across web, middleware, database and network tiers. Passively collecting network traffic, it is the only solution that delivers application-layer insight across enterprise environments, including SAP, Oracle, Citrix, Cerner and more. Compuware APM Lifecycle Performance Management powered by dynatrace fosters collaboration between production, application support, test and development teams, resulting in faster time to market, problem resolution and application performance. dynatrace PurePath Technology provides a unified, recorded data set for every transaction, capturing granular code-level detail, infrastructure parameters and payload information 2.2 dynatrace Deep Dive Transaction Management dynatrace provides proactive monitoring, diagnostics and profiling for application and infrastructure components. To do so, dynatrace distinguishes PurePath: Application monitoring, diagnostics, analysis and profiling PureStack: Infrastructure monitoring and diagnostics 2.2.1 PurePath-based Application monitoring, diagnostics, analysis and profiling are done in dynatrace by capturing each single (discrete) transaction trace (PurePath). The PurePath is visualized by the green line here. It contains the full end-to-end transaction flow (and thereby the real, dynamic application dependencies) as well as rich context information. Context information goes if needed down to the code level, for example HTTP form field values, method call parameters, HTTP session/server attributes and the like. The PurePath as shown in the figure works even in a distributed and heterogeneous environment. Amongst the application components whose dependencies and the flow between them are discovered, monitored and analysed by dynatrace are: Rich clients (Java &.NET), web browsers, web servers (Apache, Microsoft IIS and PHP), Java application servers and MS IIS 2013 COMPUWARE CORPORATION PROPRIETARY AND CONFIDENTIAL INFORMATION 9

application server, mainframes (CICS agent, Cobol and DB2), C or C++ programs with the ADK, any server side Java or.net component and database calls (any JDBC or ADO.NET based system). Of course it is possible to monitor and diagnose any custom Java- or.net framework or application specific classes. dynatrace tells the relationship between real user experience and business impact. dynatrace automatically traces every single visitor and all their actions on your site. With this information dynatrace understands the visitor s environment (mobile/desktop browser, Dial-Up or High-Speed, geographical location, e.g. Belgium, Lux, France), whether visitors make it to through your Landing Pages and where along the click path visitors lose interest and fail to convert. Since dynatrace knows where visitors bounce off your site it allows you to optimize these pages to improve conversation rates. dynatrace correlates page performance as well as functional problems to conversion and bounce rates. This allows you to focus on pages that are slow and pages that fail due to functional problems. 2.2.2 User Experience Management (agent based, all users, all transactions, all the time) For IT operators and business owners, User Experience Management (UEM), part of Compuware APM, provides unprecedented visibility for superior, real-user monitoring and deep, fact-based insight into performance and user behaviour. For the first time, understand and manage real-user experience from a browser-click, through the web and application tiers, to the database, and back for all users, all transactions, 24x7, down to the line of code. Anticipate and resolve issues before they impact users. Increase overall user satisfaction substantially. 2013 COMPUWARE CORPORATION PROPRIETARY AND CONFIDENTIAL INFORMATION 10

dynatrace UEM is the first in a new generation of user experience management systems that unifies UEM and APM in a single, all-in-one system. dynatrace UEM is built atop an extendable PurePath-enabled platform so there is no integration to do when combining it with dynatrace Production Edition, the leading continuous APM solution for demanding production environments. dynatrace UEM extends your visibility to the browser on every JavaScript-enabled system, desktop or mobile. Get real, end-to-end information and optimize your applications. Ultra-light and production-safe, dynatrace s patented PurePath Technology captures timing and code-level context for all transactions, end to end, from user click, across all tiers, to the database of record and back. With this exact, deep, atomic-level detail, PurePath allows for more accurate reporting, granular business transaction grouping, precise SLA management and the fastest path to root cause on the market. With its open and extensible architecture, dynatrace UEM with dynatrace Production Edition is easy to incorporate into any existing production environment and quick to add value in a variety of ways for a variety of stakeholders. 2013 COMPUWARE CORPORATION PROPRIETARY AND CONFIDENTIAL INFORMATION 11

Simply inject the Web Server Agent (Apache module, IIS6 ISAPI filter, IIS7 (or higher) native module) into your customer-facing Web Servers. The Web Server Agent injects the Java Script Agent as a library into every HTML page that is served by your Web Servers. Now all requests of all real users are monitored, as well as synthetic requests. The transactions are traced end-to-end, from client application through the multiple tiers (frontend, middleware, backend) of the application. dynatrace provides the total response time as an end user experience metric. Distinct measures are also available to provide how much time is spent on each tier. dynatrace collects all user visits, including username (if visits are non-anonymous), browser version (for web applications), OS, IP address and user location and visit timestamp. For an individual user visit, all user actions are captured (page loads, button clicks, UI events, AJAX requests, etc.). All these fields are searchable, e.g. you can search by username to retrieve a visit from a specific user and obtain all of the information above, which is a perfect use case for support. 2013 COMPUWARE CORPORATION PROPRIETARY AND CONFIDENTIAL INFORMATION 12

2013 COMPUWARE CORPORATION PROPRIETARY AND CONFIDENTIAL INFORMATION 13

2.2.3 Complex EndPoint Analysis dynatrace can monitor complex environments and applications. Transactions are followed from the end user (browser or fat client) to the webserver to the different applications tiers automatically. dynatrace knows how most used protocols like web services, messaging, remoting, are working and can connect the transaction information of the sender and the receiver together to one transaction which is called a PurePath. A complete PurePath can be shown graphically in a transaction flow for which an example is shown below. The communication between the components in the example transaction flow below consists of web services, JMS, call to C++ program, calls to third party content (Google, Twitter, content on a CDN, ), calls to databases,... This transaction flow is generated automatically and shows the different components in the transaction. Even if there are for example web service calls to systems where there is no dynatrace agent it will still be shown in the transaction flow. Of course the code level detailed information is not available in this case. Still conclusions can be made based on the information available, has the external web service call a performance issue, do we need to investigate the web service provider side more in detail? It is also possible to monitor web service calls performance response times. Some customers have an environment which consists of handheld devices which do web service calls to a SOA layer. Customers do not have the ability to install agents on these handheld devices but still want to monitor the web service performance. This is of course also possible with dynatrace. 2013 COMPUWARE CORPORATION PROPRIETARY AND CONFIDENTIAL INFORMATION 14

a. Real transaction following with dynatrace With dynatrace PurePath the transactions are followed end-to-end until code level depth. This is possible by instrumenting the browser, the web servers and application servers The traffic path will be recognized automatically by dynatrace PurePath. One single user transaction can be mapped and followed over the different servers. A PurePath is a combination of the end-to-end Transaction Execution Path, combined with contextual Transaction Information. When also environmental data is added, a complete dynatrace session contains all valuable information about 1 single user, over the different tiers of your applications. A transaction is followed from the end-user until the database. 2013 COMPUWARE CORPORATION PROPRIETARY AND CONFIDENTIAL INFORMATION 15

Performance degradations can be found with the out of the box dynatrace dashboards. The dashboard below shows an overview of all monitored applications. 2.2.4 Transaction tracking As described above, dynatrace PurePath goes into an application unto code level. Following a single transaction through different tiers of an application: 2013 COMPUWARE CORPORATION PROPRIETARY AND CONFIDENTIAL INFORMATION 16

By clicking on the tiers with issues, more specific details are shown about the problems, such as showing too many database calls for a simple transaction. For a specific transaction all frameworks can be shown, containing the contribution time to the transaction response time. There is a full integration with LOG files available on the server. No deed to look manually for errors in LOGS, dynatrace quickly combines the LOG information with the affected transaction. I&O managers (IT infra) are focused on real-time performance monitoring of the technical elements supporting the applications. IT Operations teams have a complete view of their infrastructure, and receive exact impact analysis of affected components when a problem occurs, down to individual applications and users. For the first time ever, the infrastructure is dynamically mapped to each and every application transaction. Precisely see how IT infrastructure conditions impede performance of business applications. 2013 COMPUWARE CORPORATION PROPRIETARY AND CONFIDENTIAL INFORMATION 17

Real-Time Application and Infrastructure Topology 100% of All Transactions 24x7 The quick pivot from infrastructure to applications automatically identifies affected pages and transactions. Compuware APM s application and infrastructure topology delivers the exact link between every transaction and its guest and host infrastructure. This information can be used by Operations and Applications teams for the further analysis, or to provide a captured session recording to development that eliminates the need to recreate the problem. Basically dynatrace can incorporate any monitoring data through Monitoring Plugins. dynatrace contains an integrated plugin development studio for easy creation of custom plugins. A non-exhaustive list of Monitoring Plugins: SNMP JMX-metrics PMI-metrics Windows Performance Counters Tomcat Amazon EC2 Apache Webserver BizTalk Google analytics Plugin Oracle database v$ tables MS IIS MS SQL Server WebSphere MQ In many cases, dynatrace does not only provide sensor packs and monitoring plugins but complete dynatrace Fast Packs: They contain pre-canned sensor packs and/or monitoring plugins plus precanned out of the box usable Dashboards for monitoring, diagnostics and reporting. Following Fast Packs are available for download form the community portal: Amazon EC2 2013 COMPUWARE CORPORATION PROPRIETARY AND CONFIDENTIAL INFORMATION 18

Google Analytics: Correlate Analytics data with performance data ASP.NET MVC Microsoft BizTalk Microsoft SharePoint Server WebSphere MQ monitoring 2.2.5 Alerting dynatrace comes with a full blown alerting/incident system comprising an incident rule engine and flexible mechanisms for exporting alert data to other systems, e.g. email, SNMP, Tivoli, calling a command script etc. These export-mechanisms can be extended by custom plugins. dynatrace provides plugins for free on the dynatrace Community Portal. Furthermore, dynatrace exports the PurePaths contributing to an incident/alert in a dynatrace Session which can be easily passed on to other teams. This way of passing on the real problem data in case of an alert is way more efficient then passing on textual descriptions, screen-shots, simple trouble tickets etc. and reduces the diagnostics time dramatically. 2013 COMPUWARE CORPORATION PROPRIETARY AND CONFIDENTIAL INFORMATION 19

2.2.6 Architecture a. The dynatrace Agent gives visibility inside the JVM/CLR process, captures measurements through byte code/ilcode sensors and transfers them asynchronously and near-real-time to the dynatrace Server. These agents are written in native code, which means they can see the JVM from outside in, measuring all transaction from the moment the JVM or CLR starts up. The agent is very lightweight because it does neither store, nor aggregate nor analyse the captured data. This means that the overhead created by the dynatrace byte code sensors is constant with the numbers of sensors and not depending on the load of the system. The response time overhead is less than 2%. The agents capture all the traffic, all the time, NO sampling is used. An ADK is available to instrument native mobile apps. b. The dynatrace Server is the heart of the monitoring and diagnostics system. It constructs the PurePaths from Agents measurements, analyses the data in real time (e.g. to which business transaction it belongs or if there are any threshold breaches along the PurePath), stores the data in the dynatrace Performance Warehouse (Repository) and stores PurePath context information in the dynatrace Session Store. From the configuration and provisioning perspective, the dynatrace Server keeps all configuration information in one place. Even in a system with hundreds of monitored machines and agents, configuration information - such as how deeply to instrument and analyse the system is automatically propagated from the server to the agents. c. The dynatrace PurePath Collector is an optimization and security layer between the agents and the dynatrace Server. The role of dynatrace Collector is multi-faceted. It buffers, compresses and optionally encrypts the data and 2013 COMPUWARE CORPORATION PROPRIETARY AND CONFIDENTIAL INFORMATION 20

streams them asynchronously to the dynatrace Server. This makes it possible to have agents in different data centres or on different locations across the world. d. The Performance Warehouse (Repository) is a relational database (Oracle, MS SQL Server, DB2 or PostgreSQL) keeping the long term monitoring and diagnostics information for SLA-management, trending, statistical percentileanalysis and reporting. The visualization of the stored data is done through the dynatrace Dashboards which are at the same time interactive analysis/drill down tools and reports (can be exported to PDF, HTML, Excel, XML or viewed live in any web browser). e. The Session Store In addition to the Performance Warehouse dynatrace stores high definition PurePath context data in the Session Store. The Session Store is an optimized high performance file and contains every aspect of each single transaction trace (PurePath): The flow through the system, the touched components and layers, the method calls, the parameters and return values, potential threshold violations, Business Transactions (e.g. this trace belongs to the Business Transaction Purchase Order ), database statements and bind values, exceptions and stack traces, HTTP attributes (form field parameters, session/server attributes), response and CPU time for the whole trace and each single method call along the trace, synchronization (wait/block) time for the whole trace or single method calls, GC suspension times for the whole trace or single method calls. f. Exported Sessions Sessions from the session store can be manually or automatically be persisted, e.g. based on a schedule or each time an alert is triggered. An exported session is a single file which can be passed on to third parties (other teams, departments or companies) along with the free dynatrace Viewer. Thereby dynatrace is an excellent means of collaboration across teams and the application lifecycle. g. The dynatrace Client is the main User Interface for configuration, interactive analysis, reporting, monitoring and diagnostics. For example: The configuration of agents is done via the dynatrace Client and stored centrally on the dynatrace Server. h. Including legacy Components Non-Java/.NET components can be incorporated with the PurePath-based monitoring and diagnostics through the ADK, the Agent Development Kit. The ADK is available for Windows, Linux/Unix and z/os. 2013 COMPUWARE CORPORATION PROPRIETARY AND CONFIDENTIAL INFORMATION 21

3 Customer Service and Support Compuware s Support maintenance program provides Licensee who has paid for such maintenance program with the following: New Versions: Licensee will be entitled to receive all new releases of licensed software products as they become generally available. Telephone Hotline: Compuware will provide telephone assistance for all products for which Support has been purchased. During the business day, customers should call Compuware s Customer Support numbers posted on-line at http://go.compuware.com/contact/telephone.aspx. Updates: Licensee will be entitled to receive all updates and revisions to the licensed software products including updates to the product documentation. Fixes: Compuware will attempt to correct or replace the licensed software under the maintenance plan and/or provide services necessary to remedy programming errors attributable to Compuware. Technical Questions: Compuware's Customer Support staff is available to respond to questions regarding standard installation procedures, compatibility with other software, and general questions regarding the capabilities of the licensed software. Web-based Support: Licensee may access (http://go.compuware.com) for technical help and information on Compuware products. Some products require registration for access to information. Users can go on-line 24 hours per day to: o o o o o o Enter or track a support case. Search the knowledgebase. Watch free training modules. Read or download product documentation. Search and download fixes to known problems. Order or download maintenance and new product releases. Maintenance Response Time: Technical problems for all Compuware products will be assessed by the following priority levels: 2013 COMPUWARE CORPORATION PROPRIETARY AND CONFIDENTIAL INFORMATION 22

Priority Assigned General Description Callback Time 1 2 3 4 Critical Service or major on-premise product component has been stopped or so seriously impaired that it is unusable, and no alternative is available. This includes software or operating system restarts, data loss or corruption. Software cannot be installed or migrated to a new release. Severe Service is significantly impacted where 50% to 99% of all SaaS services are impacted. This includes problems accessing two or more solutions in the SaaS service or unavailability of one or more Private Agents. Obscure, difficult to reproduce, infrequent crashes or hangs of the onpremises software. Explicitly documented major functionality is missing or not usable. Documentation issue that leads to a severe error, installation/migration failure or data corruption. No workaround or solution known at the time the case is logged. Moderate Service not functioning correctly, where less than 50% of all SaaS services are impacted. This includes scripting help for new and existing tests or unavailability of a single node. Situations in which the functionality of the on-premises software is slightly restricted but the product components are still functional. Data quality or access may be restricted. Reporting issues. Questions related to configuration or software installation. Some business impact. Priority 3 issues usually have workarounds. Low A feature of the service or on-premises software is not functioning correctly, but does not impact data quality or data access. This includes requests for general information and new feature requests. A defect in very obscure product functionality. Misspelling in the documentation or in a product screen. Cosmetic problem. 1 Hour 4 Hours 8 Hours 2 Business Days 2013 COMPUWARE CORPORATION PROPRIETARY AND CONFIDENTIAL INFORMATION 23