1. EADS ecoWAN Service concept EADS Service Desk Helpvetia Genf SMC Munich Business Hours cSMC Frankfurt Outside Business Hours WAN IPLS OPS Frankfurt Third Parties French Calls +800 3237 4685 sd-switzerland-incident@t-systems.com Calls (excluded French calls) +800 3237 4685 French Calls +49 89 57922 9466 bs-tco-cso-sic-munich@t- systems.com

2. EADS ecoWAN Service concept Service Executive Mr. Reiner Illa Phone:+49 89 57922 – 5404 Mobile:+49 171 564 85 20 e-mail:reiner.illa@t-systems.comreiner.illa@t-systems.com International Sales Executive Mr. Gerhard Mayer Phone:+49 89 1011 – 6625 Mobile:+49 160 822 80 67 e-mail:gerhard.mayer@t-systems.com

3. EADS ecoWAN Service Concept Service Delivery EADS Service Support Platform(s) IPLS/MSP/… CSM Customer Solutions development CSM SSM Full Service SMC HelpDesk - new services - major and non-standard changes network operating CSM = Customer Service Manager Management End User (operatin g)

4. EADS ecoWAN Service Concept Implementation of Service Support Processes Focusing on ITIL best practice Service Support Management is single point of contact for daily operating issues Service Customer Management is single point of contact for delivery issues, customers information and escalation Coordination with EADS on going Final agreement planned in SMG meeting on January, 18th

5. EADS ecoWAN Service Concept FullSMC operating since November, 2nd Advantages Dedicated Contact for EADS Reducing time by reducing involved operating units Direct access to first level technicial support Isolation of failure improved due to an improved monitoring concept End to end responsibility for incidents in one hand

6. EADS ecoWAN Service Concept Change request process introduced in SMG Meeting on October, 13th Advantages Clearly defined process Improvement of quality ensured service level corresponding advisories Currently 6 standard request forms agreed Form for non-standard requests proposed to EADS (R. Wessel) Final agreement planned in SMG meeting on January, 18th Contact for changes eads-team@t-systems.com eads-team@t-systems.com