MSN Upgrade and Refresh with Remote Support Services

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1 MSN Upgrade and Refresh with Remote Support Services Service Summary Mountain States Networking ( MSN ) shall provide the following Upgrade and Refresh Services to Customer for up to one (1) chassis limited to the following software and platform products: ISR G2, 7200, 7600, Nexus, 6500, ASR ( Services ) during Standard Business Hours, unless explicitly stated otherwise in this Service Description. Services Hardware and Software Analysis Provide Configuration Conversion / Method of Procedures (MoP) MSN Migration Assistant support Provide Remote Support During the Maintenance Window Deliverables MSN shall provide the following Deliverables: Hardware and Software Analysis Report Configuration Conversion / Method of Procedure (MoP) Document MSN Migration Assistant, used to perform Pre and Post-Migration Checks Scripts and Output Documentation Location of Services Services are delivered remotely to Customer. Hardware and Software Analysis Hardware and Software Analysis provides an evaluation to determine the feasibility for the upgrade and documents the findings and recommendations in a report.

2 Based upon the data collected by Customer, MSN will conduct a design and configuration analysis for like-to-like network services on the chassis. Create the Hardware and Software Analysis Report which contains the following: o Hardware readiness that checks the chassis for compatibility with Customer s new technology/platform; o Software readiness check on the chassis of the Software version to verify that the Customer s intended features and end-user services will function with Customer s new technology/platform; o MSN recommendations of the necessary Software versions and network device configurations required for compatibility with Customer s new technology/platform; o List of potential risks associated with Customer s targeted technology/platform and suggested actions for mitigation of those risks; o An overview of Customer s new technology/platform that describes benefits, enabling the Customer to make decisions that improve the effectiveness of the upgrade. Provide the Hardware and Software Analysis Report Provide Customer information on all device platforms, Software features, and Software release training requirements for Customer s new technology/platform. Provide Configuration Conversion / Method of Procedures (MoP) Chassis Upgrade Method of Procedures provides target device configurations and the step-by-step instructions necessary for the upgrade. Provide a Configuration Conversion / Method of Procedure (MoP) that contains procedures for the chassis including step-by-step instructions necessary for Customer to migrate existing services to new Hardware or Software. The document is a guide that lists steps to be followed by Customer s engineering and operations personnel. It also includes precautions to be taken at each step, the success criteria of each step, and fallback contingency options.

3 Provide the Configuration Conversion / Method of Procedure (MoP) Document Provide Customer design and operational documentation and information that provide a detailed description of Customer s Network architecture, goals and requirements. MSN Migration Assistant support The Pre- and Post-Migration Checks are completed by the Customer using a customized script that collects and compares command outputs to verify status before and after the migration. Customize the MSN Migration Assistant for use by the Customer to use the Migration Assistant to conduct Pre- and Post-Migration Checks for the specific chassis. Performing the upgrade, refresh, and/or migration the services in the agreed maintenance windows and inform MSN of completion of the migration. Run the Migration Assistant script to collect and compare command outputs for the specific chassis to verify status before and after the migration and provide the Checks Scripts and Output Document. Provide Remote Support during Maintenance Window Remote Support provides assistance to Customer during the scheduled maintenance window for the chassis as listed in the MoP. Provide the Internetwork Operating System (IOS) Command Line Interface (CLI) commands to Customer for remote data collection Customer shall use the commands to verify hardware and software configurations on the chassis.

4 Providing remote support for up to a maximum of eight (8) consecutive hours during one maintenance window. The remote support shall comprise of advice and guidance to assist Customer with data collection of command outputs and migration support. Provide Customer satisfaction survey documentation. Mutually agree with MSN on maintenance windows. Ensure suitable engineering resources executing the migration during MSN s remote support Execute the IOS CLI commands requested by MSN and collect the output data in order to produce the required information. General All information (such as but not limited to: designs, topologies, requirements) provided by Customer is assumed to be up-to-date and valid for the Customer s current environment. MSN Services are based upon information provided to MSN by Customer at the time of the Services. Customer acknowledges that the completion of Services is dependent upon Customer meeting its responsibilities as indicated herein. Identify Customer s personnel and define their roles in the participation of the Services. Such personnel may include but is not limited to: architecture design and planning engineers, and network engineers. Ensure Customer s personnel are available to participate during the course of the Services to provide information and to participate in scheduled information gathering sessions, interviews, meetings and conference calls. Services provided by MSN comprise technical advice, assistance and guidance only. Customer is responsible for determination of its requirements, and Customer shall retain overall responsibility for any business process impact and any

5 process change implementations. Any application configuration, support, or testing. Customer shall provide documentation and information that sets out and describes in detail the network architecture and network goals and requirements prior commencement of the Services. Customer expressly understand and agree that the Services shall take place and complete within ninety (90) calendar days from issuing a Purchase Order to MSN for the Services herein. Invoicing and Completion Invoicing Services will be invoiced upon completion of the Services. Completion of Services MSN will provide written notification upon completion of the Services to Customer. The Customer shall within five (5) Business Days of receipt of such notification provide written acknowledgement of MSN s completion of the Services. Customer s failure to acknowledge completion of the Services or to provide reasons for rejection of the Services within the five (5) Business Day period signifies Customer s acceptance of completion of the Services in accordance with this Service Description.

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