Symantec Managed Backup Services

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1 Service Overview This, with any attachments included by reference, is part f any agreement which incrprates this Service Descriptin by reference (cllectively, the Agreement ), fr thse Services which are described in this and are prvided by Symantec. The Symantec Managed Backup Services ( Services r MBS ) is a managed service that mnitrs, manages, and ptimizes n premise implementatins f Symantec NetBackup ( NBU ). Further, the Service prvides remte mnitring and remediatin, regular reprting, semi-annual health checks, sftware upgrades and general guidance n data prtectin strategy as it relates t NBU. MBS is nly available t a Custmer wh licenses and deplys NBU sftware, and has and maintains a current supprt subscriptin n the NBU sftware. This als cntains the deliverables and respnsibilities fr additinal fferings that wrk in cnjunctin with MBS: (a) Service Activatin, (b) MBS Part-Time Specialist, (c) MBS Dedicated Specialist, and (d) the Dedicated Service Delivery Manager. Table f Cntents Service Overview Technical/Business Functinality and Capabilities Service Features Custmer Respnsibilities Supprted Platfrms and Technical Requirements Service Specific Terms Initial Perid Autmatic Renewal Opt-Out Prcess Service Level Agreement Additinal Offerings Service Activatin Managed Backup Service Specialist Dedicated Service Delivery Manager Definitins SYMANTEC PROPRIETARY PERMITTED USE ONLY 1

2 Technical/Business Functinality and Capabilities The Services will be perfrmed by Symantec n a 24x7 basis. Ntwithstanding, a limited number f Service features described belw may be restricted t Reginal Business Hurs r require crdinatin with the apprpriate Custmer persnnel. Service Features Feature Frequency/Availability Descriptin Remte Mnitring 24x7 Symantec will perfrm remte mnitring f the Custmer s NBU envirnment by establishing a persistent VPN frm the MBS mnitring platfrm t the Custmer netwrk. Daily Backup Status Reprt Daily Symantec will prvide the Custmer with a daily backup status reprt with details f backup jbs, failures, repeat failure ntificatin, and status cdes. Mnthly Operatinal Reprt Quarterly Service Review Majr Release Apply Minr Releases and Bug Fixes Media Server Sftware Installatin Symantec Appliance Cnfiguratin Administratin and Planning Sent by 7th business day f each calendar mnth Every three (3) mnths Applicatin f ne (1) Majr Release every twelve (12) mnths, as applicable As required As scheduled As scheduled Reginal Business Hurs Symantec will prvide the Custmer with a mnthly peratinal reprt with details n industry standard metrics, health f the NBU envirnment, Incident remediatin, and Symantec s adherence t the applicable SLAs (as described herein). Symantec will perfrm service reviews with Custmer t assess the status f the Services, review key initiatives, as well as address any Services issues. This may be perfrmed remte r n Custmer premises. If a Majr Release f NBU is made generally available, Symantec will deply this sftware release within Custmer s envirnment. This activity will be perfrmed remtely n NBU Master and Media Servers, and will be scheduled in advance and crdinated with the Custmer in accrdance with the Custmer s Change Management plicy. This activity des nt include deplyment f NBU Client sftware. Symantec will deply Minr Releases and Bug Fixes f NBU as available and required. This activity will be perfrmed remtely and will be scheduled in advance and crdinated with the Custmer in accrdance with the Custmer s Change Management plicy. This activity des nt include deplyment f NBU Client sftware. Symantec will deply and cnfigure NBU Media Server sftware in supprt f the In-Scpe Dmains. This activity will be scheduled in advance and crdinated with the Custmer in accrdance with the Custmer s Change Management plicy. This activity des nt include deplyment r cnfiguratin f NBU Client r Master Server sftware installatin. Symantec will cnfigure and manage NBU Media Server appliances in supprt f the In-Scpe Dmains and Managed Clients. This activity will be scheduled in advance, and crdinated with the Custmer in accrdance with the Custmer s Change Management plicy. This activity des nt include: Physical rack-and-stack f appliances Cabling, netwrk, SAN, r nn-nbu infrastructure cnfiguratin Deplyment f new Master Server appliances Symantec will perfrm all administrative tasks relating t cnfiguratin items within NBU and cnduct planning activities. Examples include: Develp and maintain backup prcedures fllwing Symantec best practices SYMANTEC PROPRIETARY PERMITTED USE ONLY 2

3 Incident Management Prblem Management Perfrm strage capacity management and frecasting Cnfigure new Managed Clients within NBU plicies Execute backup prcesses t cmplete scheduled backups within the defined backup windw Create and distribute tape cartridge scratch list reprt 24x7 Symantec will perfrm remte triage and trubleshting f NBU fr Incidents detected by MBS Remte Mnitring, r reprted by the Custmer. This includes remediatin f issues related t any in-scpe backup failures which include restarting f failed backups. If the cause f the Incident is nt with NBU (such as, elsewhere within Custmer s strage r netwrk infrastructure), Custmer will be respnsible fr crrective actin. Reginal Business Hurs Symantec will remtely perfrm prbable cause analysis f Severity Level 1 Prblems pertaining t NBU. If the Prblem is nt with NBU (such as, elsewhere within Custmer s strage r netwrk infrastructure), Custmer will be respnsible fr crrective actin. Vendr Callut 24x7 Symantec will cntact defined third-party vendrs fr In-Scpe Dmain hardware failures t reprt Incidents and crdinate reslutin f Incidents and Prblems affecting the In-Scpe Dmains and Managed Clients. Access Management Change Management Restre Verificatin 24x7 Standard Changes - Reginal Business Hurs Emergency Changes - 24x7 Every three (3) mnths Symantec will prvide access t MBS fr Designated Users wh are apprved by the Custmer s primary Services cntact r named delegate. Designated Users may be changed by sending a written request t the Service Accunt Team. These Designated Users will receive Daily Backup Status Reprts, Mnthly Operatinal Reprts, and are entitled t cntact the Service Accunt Team with Service Requests r t reprt Incidents. Symantec will participate in the mutually agreed Custmer Change Management prcess t address changes pertaining t In-Scpe Dmains. Additinally, Symantec will evaluate and apprve changes relating the NBU sftware cnfiguratin, prvide the Custmer with third party ptins fr change requests, pr-actively alert the Custmer regarding prductin changes in the NBU envirnment, and execute apprved change requests as agreed t by the defined stakehlders. Further infrmatin abut what cnstitutes a Standard Charge r an Emergency Change fr Change Management can be fund in the Operatins Manual. Symantec will measure the ability f the Custmer t restre up t five percent (5%) f the Managed Clients in the Custmer envirnment. This measurement will include restres prcessed during the curse f businessas-usual. In the event that the Custmer did nt initiate restres frm at least 5% f the Client envirnment, the assigned Service Delivery Manager will ntify the Custmer f the gap. Shuld the Custmer chse t initiate additinal restre verificatin tests, this vluntary actin may be cmpleted by initiating Service Requests in crdinatin with Service Accunt Team. Service Delivery Manager 24x7 Symantec will prvide an assigned Service Delivery Manager fr prgram administratin and escalatin management activities. Mnthly Backup Mnthly Symantec will achieve a 98% r higher Mnthly Backup Success Rate Service SYMANTEC PROPRIETARY PERMITTED USE ONLY 3

4 Success Rate Service Level Level fr Managed Clients calculated n a mnthly basis acrss the aggregate In- Scpe Dmains. The Mnthly Backup Success Rate Service Level will be measured by analyzing the exit cdes frm backup prduct jbs. The Mnthly Backup Success Rate Service Level is defined as the number f in-scpe successful jbs divided by the ttal number f backup jbs attempted fr the given calendar mnth. Restre Request Respnse Time Service Level Within fifteen (15) minutes f Pririty 1 Restre Request Within tw (2) hurs fr nn-pririty 1 Restre Requests The fllwing NetBackup return cdes categries are excluded frm the Mnthly Backup Success Rate Service Level and percentage success statistics fr Mnthly Backup Success Rate: Any return cdes that indicate the backup jbs are cancelled by Custmer Any return cdes that indicate a backup failure due t the lack f media available t run the backup jb Any return cdes that indicate a backup failure due t a lack f bandwidth, r availability f the Custmer's netwrk (Lcal Area Netwrk r Wide Area Netwrk) Any return cdes that indicate a media write errr due t physical tape, r Custmer media prblem Any return cde that indicates a partially successful backup jb indicating all data was successful backed up, but all perating system infrmatin was nt adequately backed up due t the perating system being in use at the time the backup jb was run Any return cdes that indicate a failed backup due t a drive resurce issue Failure by Symantec t meet the Mnthly Backup Success Rate Service Level may entitle the Custmer t ne (1) Service Credit in accrdance with the Service Level Agreement sectin f this. Reprted mn-cmpliance with the Mnthly Backup Success Rate Service Level will be reviewed by Symantec and Custmer during the Mnthly Service Review and will be recrded in minutes prir t any ptential Service Credit allcatin. Symantec will acknwledge and attempt t initiate data restres fr Pririty 1 Restre Requests within fifteen (15) minutes f receiving the request frm the Custmer. Pririty 1 Restre Requests and must be initiated by the Custmer via direct call t the Service Accunt Team. Symantec will acknwledge and attempt t initiate data restres fr nn-pririty 1 Restre Requests within tw (2) hurs f receiving the request frm the Custmer. Symantec's bligatin t meet the Pririty 1 Restre Request Respnse Time Service Level specified abve is subject t the fllwing: An Incident ticket has been received t the crrect Symantec prblem queue and has sufficient detail/infrmatin t initiate the restre. A Service Request has been placed t the apprpriate ID alias. The data t restre is nsite and available, i.e., tapes are nt stred ff- SYMANTEC PROPRIETARY PERMITTED USE ONLY 4

5 site r already being used in anther restre r backup. Custmer's infrastructure is available t initiate the restre. Infrastructure includes tape drives, netwrk bandwidth, and an available target server apprpriate fr the restre. Failure by Symantec t meet the Pririty 1 Restre Request Respnse Time fr 90% r abve f Pririty 1 Restre Requests within a given mnth may entitle the Custmer t ne (1) Service Credit in accrdance with the Service Level Agreement sectin f this Services Descriptin. Managed Clients: If Custmer elects t have Services manage less than the purchased Managed Client cunt, n refund r credits shall apply. Exclusins: Services are cmprised f the Service features described abve n ther activities r deliverables are included. The list belw describes examples f activities that are nt Service features and are cnsidered ut f scpe fr the Services: Architectural design / revisin Disaster recvery / business cntinuity planning and testing Implementatin f new hardware / sftware nt identified as part f the infrastructure at the time f Service Activatin Management f NetBackup applicatin within NetBackup dmains utside the scpe f the Custmer envirnment. General system administratin f perating systems such as patch management f the perating system related t any Master, Media, r MBS Client included in the delivery f Services Server hardware maintenance management Security management Hardware fault rectificatin Hardware and strage prvisin Physical management f media Nn-NBU patch applicatin Desktp end user supprt Desktp/Client installatin r upgrades Custmer Respnsibilities While Symantec handles a majrity f the tasks and respnsibilities assciated with the delivery f Services, the fllwing tasks shuld be cmpleted by the Custmer prir t the cmpletin f the Service Activatin phase f MBS delivery. Cmplete the Service Activatin phase described in the Additinal Services service sectin f this required fr Symantec t begin prviding MBS. Identify a Custmer Prject Executive ( Prject Executive ) wh can prvide exclusive versight and has the authrity t make decisins fr Custmer regarding change rders, budget, scpe, resurces, and ther prject related issues if they cannt be reslved by the Custmer s primary Services cntact. Assign a primary Service cntact t supprt executin f the service. Custmer s primary Service cntact will: Wrk with Symantec n enfrcement f change cntrl prcess SYMANTEC PROPRIETARY PERMITTED USE ONLY 5

6 Wrk with Custmer-internal resurces t drive/cmplete tasks designated t them Wrk with Custmer prcured 3rd parties t drive/cmplete tasks designated t them Act as the fcal pint fr reslutin f issues in supprt f the delivery f Services Prvide Symantec with necessary security access t enable access t Custmer s NBU infrastructure as necessary fr the delivery f Services. Prvide Symantec with all necessary cperatin, infrmatin, and supprt that may reasnably be required by Symantec fr the perfrmance f the Services. This includes access t suitably cnfigured cmputers, sftware prducts, and applicable passwrds, access t install and maintain deplyed sftware n the Custmer systems in the perfrmance f the Services at such times as Symantec requires. In additin, if nsite presence is required Symantec persnnel will be given all reasnably necessary access as required t perfrm Services, including if wrk is required utside f Reginal Business Hurs. Custmer will als prvide access t a suitable cnference rm fr meetings, interviews, and facilitated sessins during any nsite cmpnents f the engagement. Ensure that Symantec has access t the fllwing at all times: Materials and resurces related t the technical envirnment Sftware design dcumentatin, current design diagrams, and ther infrmatin that may aid in the delivery f these Services Access t all perating systems, netwrk and cmputing envirnments necessary t perfrm Services Fllw the apprpriate perating prcedures listed in the Operatins Manual during submissin f Service Requests. Ntify Symantec in writing at least twenty-fur (24) hurs in advance f any scheduled maintenance, netwrk, r system administratin activity that wuld affect Symantec s ability t perfrm the Services. Ensure that prir t the cmmencement f Services by Symantec and cntinuing thrughut the prvisin f Services, that: NBU has been crrectly licensed fr all apprpriate platfrms, and the same are made available in a timely manner t Symantec All maintenance and supprt cntracts f required systems, sftware, and hardware are prvided t Symantec. All such cntracts are active and in gd standing, and all supprt cntract numbers r identificatins have been prvided. Cntact infrmatin, and relevant cntract numbers fr third-party hardware vendrs are supplied t Symantec. Further, the Custmer must ntify these vendrs that it authrizes Symantec t pen Incidents with and receive status updates frm these vendrs relating t the NBU envirnment. All apprpriate servers, cmputers and strage cnfiguratins will be running in a Supprted Cnfiguratin The technical envirnment, including applicatin and database, will be kept under change cntrl The physical envirnment is stable and prvides a viable envirnment fr Symantec t perfrm the Services Supprted Platfrms and Technical Requirements The Service is sld n a per Managed Client basis, and prvided t Custmer in accrdance with the quantities set frth in the Subscriptin Instrument. Custmer may nly receive Services fr versins f Symantec s NBU that are currently supprted by Symantec as specified at OS, hardware, and strage cnfiguratins supprting the NBU envirnment must be in a Supprted Cnfiguratin. Custmer must prvide MS Windws server hardware and infrastructure necessary fr deplyment f MBS utilities, including but nt limited t OpsCenter Analytics. SYMANTEC PROPRIETARY PERMITTED USE ONLY 6

7 Hardware requirements are detailed in the Symantec NetBackup OpsCenter Administratr s Guide available at Custmer must prvide, install and cnfigure all nn-nbu related sftware and hardware, including withut limitatin the perating system parameters. Custmer must prvide, install and cnfigure five (5) RDP licenses (Terminal Services purchased separately frm Micrsft) fr the purpses f cnnecting t the prvided Windws server. Custmer must prvide infrastructure and resurces required t implement and maintain persistent VPN cnnectin between custmer lcatin and MBS infrastructure. Custmer may nly receive Services during such time as Custmer maintains a valid Essential Supprt agreement fr all NBU sftware being managed under these Services. Service-Specific Terms Initial Perid The Initial Perid will cmmence n the Services start date identified in the Subscriptin Instrument. Custmer acknwledges and agrees that the Term will expire at the end f Custmer s subscriptin even if Custmer des nt cmplete its Service Activatin requirements in rder t receive Services during the Term. Autmatic Renewal Opt-Out Prcess The Service renews autmatically as set frth in the Agreement, unless Custmer cancels as fllws: Custmer may pt-ut f autmatic renewal by prviding Symantec ntice at least ninety (90) days prir t the end f Custmer s Initial Perid (als smetimes called the Minimum Perid) r a then-current Renewal Perid (each, a Term ). Such ntice f autmatic renewal pt-ut, r ntice f nn-renewal, must be sent t the assigned Service Delivery Manager. A ntice f nn-renewal takes effect upn the expiratin f the then-current Term. Service Level Agreement ( SLA ) Symantec will reprt n Service Level Agreement vilatins detected by the Services in accrdance with the Mnthly Operatinal Reprt described abve. If Custmer believes it is entitled t a Service Credit, Custmer must submit a Credit Request within ten (10) business days f the end f the calendar mnth in which the suspected service level nn-cmpliance ccurred. Custmer recgnizes that lgs are nly kept fr a limited number f calendar days and therefre any Credit Request submitted utside f the prvided timeframe will be deemed invalid. All Credit Requests must be submitted by t the Custmer s assigned Service Delivery Manager with the subject line Credit Request (unless therwise ntified by Symantec). All Credit Requests will be subject t verificatin by Symantec in accrdance with the applicable prvisins f this SLA. Service Level Agreements will nt apply: during perids f nn-availability due t frce majeure, r acts r missins f either Custmer r a third party; r during any perid f suspensin f Services by Symantec in accrdance with the terms f the Agreement; r SYMANTEC PROPRIETARY PERMITTED USE ONLY 7

8 where Custmer is in breach f the Agreement (including, withut limitatin, if Custmer has any verdue invices); r Custmer has nt cnfigured the Services in accrdance with the Agreement; r until the Services start date; r prir t cmpletin f Service Activatin The remedies set ut in this SLA shall be Custmer s sle and exclusive remedy in cntract, trt (including withut limitatin negligence) r therwise, with respect t this SLA. A Service Credit is the equivalent f 2.5% f the Mnthly Charge fr the Services rendered in the calendar mnth in which the Service Level was breached. The maximum accumulative liability f Symantec under this SLA in any calendar mnth fr Service Credits shall be n mre than ten percent (10%) f the Mnthly Charge fr the Services. Symantec shall issue a refund in the event any Service Credit is earned in the mnth immediately prir t the terminatin r expiratin f Services. The Service Level Agreements in this shall nly apply t the In-Scpe Dmains and Managed Clients fr which the Custmer has purchased Services. Additinal Offerings Custmer may be entitled t access t the fllwing additinal ffering(s), as nted in the Subscriptin Instrument, subject t additinal fees. Service Activatin Service activatin is perfrmed prir t r during the Initial Perid f the Managed Backup Services terms t prepare the Custmer NBU envirnment fr nging management ( Service Activatin ). Service Activatin is nly perfrmed fr the Initial Term and is nt perfrmed fr any successive Renewal Terms unless the Custmer requests additinal NBU dmains be included in the list f agreed In-Scpe Dmains. The fllwing table describes the deliverables f Service Activatin. Additinal infrmatin n the Service Activatin prcess is fund in the Custmer Operatins Manual. Deliverable Accunt and Prject Kick-ff Envirnment Discvery Infrastructure Readiness Descriptin Symantec will cnduct a meeting with the Custmer t initiate the nging Services relatinship and kickff the Services setup prject. Activities include: Cntract review Deliverables review Team and Prject Plan review Initiate cnnectivity prcess This activity will be perfrmed remtely and will be scheduled in advance. Symantec will perfrm Envirnment Discvery t review and dcument the fllwing: Business requirements f the Custmer Custmer s backup infrastructure Incident management prcess Change Management prcess This activity may be perfrmed n Custmer premises r remtely and will be scheduled in advance. Symantec will wrk with the Custmer t establish technical requirements f the Services including: Cnnectivity t managed backup infrastructure SYMANTEC PROPRIETARY PERMITTED USE ONLY 8

9 Transfrmatin Plan Service Delivery Guide MBS access t Custmer Master and Media Servers NBU OpsCenter cnfiguratin Symantec will develp a Transfrmatin Plan that includes the fllwing: Identificatin f tp risks affecting NBU perfrmance Custmer health-check and benchmarking Review f naming cnventins Gap analysis f NBU best practices and tuning standards NBU plicy review and recmmendatins Symantec will develp a Custmer specific Service Delivery Guide that includes the fllwing: Operatinal reference details Cntact infrmatin Supprt management prcedures Asset inventry Managed Backup Services Specialist The MBS Specialist serves as a technical escalatin pint fr the Symantec Managed Backup Services management center ("MBS SMC"), as well as a custmer-facing resurce t assist Custmer with planning exercises r implementatin f best practice methdlgies. The fllwing MBS Specialist additinal fferings are available: MBS Part-Time Specialist: Access t an identified MBS Part-Time Specialist fr up t 110 wrk days during Reginal Business Hurs during each annual MBS term fr delivery f Services. MBS Dedicated Specialist: Access t an identified MBS Dedicated Specialist fr up t 220 wrk days during Reginal Business Hurs during each annual MBS term fr delivery f Services. Examples f the respnsibilities f the MBS Part-Time r Dedicated Specialist may include: Assisting Custmer with the develpment f backup plicies. Crdinating NBU-related issues escalated by the MBS SMC. Researching and prviding technical advisement t help Custmer ptimize prduct perfrmance, based n Custmer s specific envirnment and perating bjectives. Assisting with the technical aspects f the Services during prject kickff and thrugh the duratin f Services. Reviewing the initial health-check f Custmer's existing archiving envirnment in cnnectin with the Services, and helping t identify any areas that need t be imprved. Assisting the MBS SMC, when needed, in upgrade/patching prcesses in cnnectin with Services. Perfrm technical escalatin management t Symantec when required. Creating rt cause analysis dcumentatin when applicable. Participating in Quarterly Service Reviews in cnnectin with Services. Participating in issue management inclusive f multi-vendr cllabratin in cnnectin with Services. SYMANTEC PROPRIETARY PERMITTED USE ONLY 9

10 Dedicated Service Delivery Manager The MBS Dedicated Service Delivery Manager serves as a 24x7 dedicated escalatin management pint fr Services with verall respnsibility fr Services gvernance and custmer satisfactin. This additinal ffering prvides the equivalent f up t 220 wrk days f assistance during each annual MBS term. Respnsibilities f the Dedicated Service Delivery Manager may include: Crdinating and cnducting Quarterly Service Reviews Crdinating Service Activatin activities Liaising with Symantec sales, prduct management and supprt management n behalf f the Custmer Learning the Custmer s service and escalatin prcedures, business units, naming cnventins, and rganizatinal structure in rder t efficiently cmmunicate Custmer impacts t Symantec management Respnding t Severity Level 1 Incidents and Pririty 1 Restre Requests Managing Incidents and Service Requests t facilitate timely reslutin Crdinating status update calls with the Custmer and Symantec resurces/management Crdinating multi-vendr Incident and Prblem reslutin Definitins Capitalized terms used in this, and nt therwise defined in the Agreement r this Services Descriptin, have the meaning given belw: Bug Fix(es) has the meaning set frth in the Symantec Enterprise Technical Supprt Handbk. Credit Request means the ntificatin which Custmer must submit t Symantec in rder t request a remedy under the SLA. Designated User means the user designated by the Custmer s primary Services cntact t use the Services. In-Scpe Dmains means NBU dmains which Managed Clients are assigned t within the Custmer s NBU cnfiguratin. Incident(s) means any event which is nt part f the standard peratin f the Services and which causes, r may cause, an interruptin r a reductin f the quality f the Services. Majr Release has the meaning set frth in the Symantec Enterprise Technical Supprt Handbk. Managed Client(s) (als identified as Client(s) ) in the Subscriptin Instrument, means a server r device that is part f the Custmer s NBU cnfiguratin that requires backup/data prtectin as part f the Services. The Client server sends and receives data t/frm a NetBackup Master/Media Server and generates a unique image in the NBU Catalg. Master Server means the device that prvides the central pint fr scheduling and tracking Custmer s server/clients backups and restres. Media Server means any NBU server having management cntrl ver physical strage devices, such as tapes, SAN/Disk devices, tape drives, ptical drives, rbtic cntrl, and rbtic management. SYMANTEC PROPRIETARY PERMITTED USE ONLY 10

11 Minr Release has the meaning set frth in the Symantec Enterprise Technical Supprt Handbk. Mnthly Charge means the prrated mnthly fee payable t Symantec fr the affected Service(s). Operatins Manual means the peratinal guide detailing administrative prcesses and peratins fr the Services. The Operatins Manual may be updated by Symantec frm time and time and new versins will be prvided by the Service Accunt Team. OpsCenter Analytics means the Service reprting utility that gives the custmer the ability t display custmizable, multi-level views f backup resurces and custmizable business level reprts. Pririty 1 Restre Request means a request t restre data that is critical t business peratins as determined by Symantec and the Custmer during Service Activatin. Prblem has the meaning set frth in the Symantec Enterprise Technical Supprt Handbk. Reginal Business Hurs means the standard hurs f business peratin, typically 8 a.m. t 5 p.m., during the business hurs and business days in a specific gegraphic regin, based n the lcal ffice hurs f Symantec and/r its lcal Service prvider(s). Reginal Business Hurs exclude hlidays and days f rest. Restre Request means a frmal Incident ticket submitted by Custmer requesting a restre, placed and accepted int the Symantec Incident Management queue. Service Accunt Team means the Service Delivery Manager and technical specialists assigned t Custmer. Service Credit means the amunt f mney that will be refunded t Custmer (r Custmer s channel partner, as applicable) after a Service Level Agreement breach has been reprted by Symantec r thrugh submissin f a Credit Request and validatin by Symantec that a credit is due. Severity Level and Severity Level 1 has the meaning set frth in the Symantec Enterprise Technical Supprt Handbk. Subscriptin Instrument means the applicable Symantec certificate r a similar dcument issued by Symantec that accmpanies, precedes r fllws Custmer s access t the Service, r a Service-specific written agreement is executed between Custmer and Symantec the terms f which expressly supersede the certificate. Supprted Cnfiguratin has the meaning set frth in the Symantec Enterprise Technical Supprt Handbk. Symantec Enterprise Technical Supprt Handbk means the supprt handbk that prvides an verview f the Symantec technical supprt fferings available frm Symantec. The mst recent versin is available at r END OF SERVICE DESCRIPTION SYMANTEC PROPRIETARY PERMITTED USE ONLY 11

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