www.digitalglobe.com Corporate (U.S.) +1.303.684.4561 or +1.800.496.1225 | London +44.20.8899.6801 | Singapore +65.6389.4851

DATA SHEE T

I N S I G H T P R O D U C T S

Features and benefitsAccess to professional services wiki Gain access to knowledge base for helping solve problems and learning about services

Technical support Provide customers with ability to get answers to technical issues they are having with flexible times to meet their need

Elite service manager Provides customer with single point of contact, faster response time to their issues, and broader technical knowledge

Priority remediation Provides customer with immediate relief and support for priority one issues

Content update management Helps customer update imagery and other content updates into customer workflow. Customer doesn’t have to worry about integration issues or timing

Onsite support Provides customer with advanced support at their site allowing for quicker resolution

Escalation support Provides customer with clear path to product management for getting issues resolved in future software releases or patches for critical issues

Custom software development blocks Provides customer with additional development hours for new features in their workflow

Software releases Enables customer to download updates and fixes for their software. Could provide critical fix for their workflow or give them advanced feature

Professional Services: Service Contracts & SubscriptionsFor customers that want an added layer of support and peace of mind, Service Contracts & Subscriptions (SCS) provides maintenance and technical support for tasks that fall outside of the Custom Software & Solutions standard warranty period. Service Contracts & Subscriptions offers three flexible tiers of service with various features depending on user needs. From access to a dedicated manager to support on an upcom-ing software release, SCS offers an important input to your workflow in a timely and customized manner.

Kuala Lumpur, Malaysia

www.digitalglobe.com Corporate (U.S.) +1.303.684.4561 or +1.800.496.1225 | London +44.20.8899.6801 | Singapore +65.6389.4851

DATA SHEE T

P R O F E S S I O N A L S E R V I C E S : S E R V I C E C O N T R A C T S & S U B S C R I P T I O N S

DS-PSSCS 06/13

Professional Services offeringsService Contracts & Subscriptions exist

within the DigitalGlobe Professional Services

product line:

Service optionsPricing/packaging The product uses a subscription model, with subscriptions running either

annually or multi-year. Customers may choose from the following flexible

configurable options to determine their quality and price tier:

Service Gold Silver Bronze Per Incident

Hours of Operation See below See below See below See below

Access to Wiki • • • •

Tech Support Access 24x7

Up to 400 hrs - - -

Tech Support Access 24x5

- Up to 400 hrs - -

Tech Support Access Business Hours†

- - Up to 200 hrs Up to 40 hrs

Escalation Support

Up to 64 hrs Up to 48 hrs Up to 24 hrs -

Elite Service Manager

Up to 200 hrs Up to 100 hrs - -

Priority Remediation

Up to 96 hrs Up to 48 hrs - -

Content Update Management

Up to 40 hrs - - -

Onsite Support 1 visit‡ - - -

Custom Software Development

160 hrs 80 hrs - -

Software Releases†

Bug fixes and maintenance updates

Bug fixes and maintenance updates

Bug fixes and maintenance updates

Bug fixes and maintenance updates

Service Gold Silver Bronze Per Incident

Hours of Operation 24 x 7 24 x 5 8am - 5pm MST Monday - Friday

8am - 5pm MST Monday - Friday

Length of Service 1 year 1 year 1 year 1, 3, 5 pack

Methods of Access Phone and email Phone and email Email Phone and email

Methods of Response

Phone and email Phone and email Phone and email Phone and email

SLA (response time)

4 hrs 8 hrs 24 hrs 48 hrs

DigitalGlobeProfessional

Services

CustomSoware &Solutions

ServiceContracts &

Subscriptions

Customer& ResellerTraining

ContactEmail: cloudservices@digitalglobe.com

Toll Free: 800.496.1225

Phone: 303.684.4561