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<br />SUBSCRIPTION SERVICE GU DE EFFECTIVE DATE: NOVEMBER 12, 2014
<br />SUBSCRIPTION SERVICE GUIDE
<br />Capitalized terms not defined herein shall have the meaning set forth in the ordering agreement or the use
<br />agreement between Customer and ServiceNow.
<br />1. SUPPORT
<br />During the Subscription Term, ServiceNow or its authorized reseller, as applicable, shall provide support
<br />for the Subscription Service as set forth in the Customer Support Policy attached hereto, and incorporated
<br />herein by reference.
<br />2. UPGRADES
<br />ServiceNow determines whether and when to develop, release and apply any Upgrade (as defined in the
<br />Upgrade Policy attached hereto, and incorporated herein by reference) to Customer's instances of the
<br />Subscription Service.
<br />3. DATA SECURITY
<br />ServiceNow shall implement and maintain security procedures and practices appropriate to information
<br />technology service providers to protect Customer Data from unauthorized access, destruction, use, modification,
<br />or disclosure, as described in the Data Security Guide attached hereto, and incorporated herein by reference.
<br />4. INSURANCE
<br />ServiceNow agrees to maintain in effect during the Subscription Term, at ServiceNow's expense, the
<br />following minimum insurance coverage:
<br />(i) (a) Workers' Compensation Insurance, in accordance with applicable statutory, federal, and other
<br />legal requirements and (b) Employers' Liability Insurance covering ServiceNow's employees in an
<br />amount of not less than $1,000,000 for bodily injury by accident, $1,000,000 policy limit for bodily
<br />injury by disease, and $1,000,000 each employee for bodily injury by disease;
<br />(ii) Commercial General Liability Insurance written on an occurrence form and including coverage for
<br />bodily injury, property damage, products and completed operations, personal injury, advertising injury
<br />arising out of the services and/or products provided by ServiceNow under this Agreement with
<br />minimum limits of $1,000,000 per occurrence/$2,000,000 aggregate;
<br />(iii) Commercial Automobile Liability Insurance providing coverage for hired and non -owned automobiles
<br />used in connection with this Agreement in an amount of not less than $1,000,000 per accident
<br />combined single limit for bodily injury and property damage;
<br />(iv) Combined Technology Errors' & Omission Policy with a $5,000,000 per Claim limit, including: (a)
<br />Professional Liability Insurance providing coverage for the services and software in this Agreement.
<br />Such coverage to be maintained for at least two (2) years after the termination of this Agreement; and
<br />(b) Privacy, Security, and Media Liability Insurance providing liability coverage for unauthorized
<br />access or disclosure, security breaches or system attacks, as well as infringements of copyright and
<br />trademark that might result from this Agreement; and
<br />(v) Excess Liability over Employers' Liability, Commercial General Liability and Commercial Automobile
<br />Liability with a $5,000,000 aggregate limit.
<br />For the purpose of this Section, a "Claim" means a written demand for money or a civil proceeding which is
<br />commenced by service of a complaint or similar pleading.
<br />5. AVAILABILITY SERVICE LEVEL
<br />5.1. DEFINITIONS
<br />(a) "Available" means that the Subscription Service can be accessed by authorized users.
<br />SERVICENOw CONFIDENTIAL Page 1 (version 11/12/2014)
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