Monthly Fee Per Server 75/month 295/month 395/month Monthly Fee Per Desktop/Notebook/ 15/month 45/month 55/month

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1 SERVICE COVERAGE AND FEE SCHEDULE Base Package Fees Monthly Fee Per Server 75/month 295/month 395/month Monthly Fee Per Desktop/Notebook/ 15/month 45/month 55/month Live Desk Services Live Desk Telephone Support (Business Hours) Live Desk Telephone Support (Emergency, After Hours)* /hr INCLUDED INCLUDED On Site Technical Support, Technician (Business Hours) /hr /hr INCLUDED On Site Technical Support, Technician (Emergency, After Hours)* /hr /hr INCLUDED Server Support Windows Active Directory, File Structure and Exchange User and group account / mailbox management Maintain file and folder permissions, as required Group Policy Health Check, as required 24 x 7 Automated Monitoring Services Monitor all critical server services for health and availability Monitor critical applications & services (jointly identified) Example: EDI Automated monitoring of event logs for critical issues Alerts when disk capacity exceeds 95% Disk integrity alerts (requires compatible supporting software) Active Directory replication integrity Hardware alerts (memory, CPU, power, raid)(requires compatible supporting software) VMware critical services Citrix & Microsoft Terminal Services availability 24 x 7 Monitoring Remote Response and Remedial Activities Respond to alerts flagged by monitoring systems Connectivity checks Communication with Internet Service Provider, where required 24 x 7 Monitoring On Site Response and Remedial Activities On premise services or equipment repairs Daily Monitoring Active Directory replication and health checks DCDiag and NetDiag health checks Monitor server services for health and availability /hr /hr INCLUDED Daily Monitoring Remote Response and Remedial Activities

2 Respond to alerts flagged by monitoring systems Microsoft Patches and Security Updates (Supported OS and Apps) Keep service packs, patches and security fixes up to date, per Microsoft Patches and Security Updates (Unsupported OS and Apps) Keep service packs, patches and security fixes up to date, per Monthly Maintenance and Management Activities (As Required) VMware hypervisor patches and security updates applied, as required (minor sub releases only) Citrix hotfix rollup applied, as required Weekly Maintenance and Management Activities Server reboots, where required Manual application of Microsoft patches and system updates, where required Anti Virus Signature Maintenance (ITAdvantage Anti Virus Only) Checked daily via automated script Remediation when signatures are older than 10 days Anti Virus Signature Maintenance (Other Products) Checked daily via automated script Remediation when signatures are older than 10 days /hr /hr /hr /hr /hr INCLUDED Virus/Malware Infection Cleanups (Remotely Assisted) Virus/Malware Infection Cleanups (On Site Assisted) /hr /hr INCLUDED Desktop Support Services 24 x 7 Automated Monitoring Services Event Logs (critical errors and disk failures) Drive Capacity Microsoft Patches and Security Updates (Supported OS and Apps) Keep service packs, patches and security fixes up to date, per Microsoft Patches and Security Updates (Unsupported OS and Apps) Keep service packs, patches and security fixes up to date, per Anti Virus Signature Maintenance (ITAdvantage Anti Virus Only) Checked daily via automated script Remediation when signatures are older than 10 days Anti Virus Signature Maintenance (Other Products) Checked daily via automated script Remediation when signatures are older than 10 days /hr /hr /hr Virus/Malware Infection Cleanups (Remotely Assisted) Virus/Malware Infection Cleanups (On Site Assisted) /hr /hr INCLUDED Workstation Deployment (New or Net New) User profile migration Printer setup and configuration Network share setup and configuration setup and configuration /hr /hr $ FLAT FEE

3 Install and configure anti virus / endpoint security software Application of all Microsoft patches and updates Kaseya agent installation / automatic updates configuration Power management configuration User acceptance testing Handheld Device 1 Support Messaging & Communications Management Server Support SEE SERVER SUPPORT SECTIONS, ABOVE Handheld Device Support (connected to Management Server) Handheld Device Support (independent of Management Server) Peripheral Device Support Deployment, Printer or Scanner (New or Net New) /hr /hr INCLUDED Remote Software Support, Printer or Scanner On Site Software Support, Printer or Scanner /hr /hr INCLUDED Deployment, UPS Device (New or Net New) /hr /hr INCLUDED Remote Support, UPS Device /hr /hr INCLUDED On Site Support, UPS Device /hr /hr INCLUDED Networking & Voice Support Routers and Firewall Support Internet connectivity monitoring Performance and capacity monitoring (SNMP capable devices only) Device configuration changes, as required Device IOS upgrades, as required 24 x 7 automated monitoring services, including response and Web Filtering Appliance Support (Barracuda, Cymphonix) Device configuration changes, as required Device IOS upgrades, as required 24 x 7 automated monitoring services, including response and Spam Filtering Appliance (Barracuda, IronPort) Device configuration changes, as required Device IOS upgrades, as required 24 x 7 automated monitoring services, including response and Network Switch Support Performance and capacity monitoring (SNMP capable devices only) Device configuration changes, as required Device IOS upgrades, as required 1 Blackberry device, Apple iphone and ipad devices, other smartphone devices

4 24 x 7 automated monitoring services, including response and Citrix Access Gateway Appliance Device configuration changes, as required Device IOS upgrades, as required 24 x 7 automated monitoring services, including response and Voice Gateway Appliance Support Device configuration changes, as required Moves, adds and changes (MACs) where required Device IOS upgrades, as required 24 x 7 automated monitoring services, including response and Wireless Access Points / Wireless Controllers Support Device configuration changes, as required Device IOS upgrades, as required 24 x 7 automated monitoring services, including response and Ad Hoc Networking & Voice Systems Support For any systems which are not covered by an Agreement. 150/hr 150/hr 150/hr Backup Support Backup Health Daily Monitoring Check the status of all backup jobs. Investigate failures where appropriate. Review effectiveness of backup selections to ensure recoverability Review backup media health (including backup tapes and cleaning tapes) Backup Health Response and Remedial Activities Media rotation reminders, where required Resolve problems or issues with failed backup jobs Application/Software Support Supported Backup Software Bi annual review of software version Software upgrades, where required Supported Spam Filtering Software Bi annual review of software version Software upgrades, where required Proprietary Software Best effort remediation activities, as required Escalation of unresolvable issues to vendor Supported Antivirus/Malware Software Bi annual review of software version Software upgrades, where required /hr INCLUDED INCLUDED /hr INCLUDED INCLUDED

5 Documentation Services Document Record Management (Semi Annual) Review Documents tab in PSA Customer Profile and remove any out of date files. Review documentation and ensure all key documents are up to date. Contact Record Management (Semi Annual) Review Contacts tab in ConnectWise Customer Profile and remove any out of date contacts. Managed System Review (Semi Annual) Review Configuration tab in PSA Customer Profile and ensure all active systems have been recently updated by Kaseya. Microsoft Licensing Review (Semi Annual) Produce License Compliance report and review for discrepancies, as required. Managed Services Executive Report (Monthly) Uptime and Availability Summary Patch Compliance Summary Backup Summary Disk Capacity Report Other Services Data Entry /hr /hr /hr Projects (Major Upgrades, New Implementations) /hr /hr /hr Project Management /hr /hr /hr Software Development /hr /hr /hr Support Software Developer /hr /hr /hr

6 Service Ticket Handling All incoming requests are required to be documented as service tickets. Service Priorities and Response Targets Incoming tickets are not always handled in the same order in which they are received. Due to the varying business impact of each individual situation, they are assigned one of four possible priorities, using a triage like system: Priority 1 Emergency (Response Within 30 Minutes) Complete service failure in all business systems Priority 2 Quick Response (Response Within 60 Minutes) Work stoppage or service degradation affecting the majority of a company, or one of its locations Server failures, Internet connectivity issues, critical application failures affecting a majority of users Outages or service with a potential of significant financial losses Security incidents Priority 3 Normal Response (Scheduled Within 4 Business hours) Problems affecting a single system Productivity issues affecting a single user Peripheral problems (i.e. printers, faxes, etc.) Application failures affecting a single users Low impact service degradation in line of business systems, affecting multiple users Priority 4 Scheduled Maintenance (Scheduled Within 8 Business hours) Hardware and software installations Configuration changes System migrations and updates Software upgrades Operating Systems updates (Patched and Hotfixes)

7 FEES FREQUENTLY ASKED QUESTIONS Q: What s the difference between monitoring and response and remedial activities? A: Next Dimension has automated monitoring systems which are designed to alert us about a wide variety of conditions, including service failures, backup failures, failing hardware, disks approaching full and many other proactive and reactive scenarios. Monitoring services are included at no charge in all ITAdvantage packages. However, depending on the package you choose, responding to these alerts and taking remedial actions may entail additional fees. Q: Who decides if an on site service visit is required? A: The vast majority of our service work can be performed remotely. By saving travel time and expense, we can solve many problems more quickly in this fashion. We will, however, go on site in any situation where remote support is either impossible (i.e. hardware failure) or when it is determined that a problem can be resolved more quickly and efficiently by going on site. The decision to perform on site service is made by the assigned technician, with possible input from the Service Coordinator or General Manager. We will not prevent technicians from going on site simply to avoid service fees, nor will we assign on site service work when it makes more sense to perform the work remotely. Q: What are the minimum quantity requirements to participate in the ITAdvantage Program? A: One (1) server and five (5) workstations for Professional and Premium package, One (1) server for Basic package. Q: What are the minimum technical requirements to participate in the ITAdvantage Program? A: All ITAdvantage environments must meet certain support standards to participate in the program. Remedial efforts required to bring an environment up to minimum standards will be quoted separately. Q: How are services billed? A: Base program fees are billed (1) calendar month in advance. Any separately incurred service fees are billed weekly, Friday mornings, for all tickets which have been completed and closed. Q: What are the Business Hours? A: Business hours are Monday to Friday 7am to 6pm. Q: How are Thin Clients classified? A: Thin clients are considered a desktop. Q: How are virtualized servers classified? A: Each virtualized instance is considered an independent server. * Non Emergency requests are billable at $ per hour (min one hour)

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