Service Description: Cisco RMS Compliance Management Services

Transcription

1 Page 1 f 1 Service Descriptin: Cisc RMS Cmpliance Management Services Cisc Cmpliance Management and Cnfiguratin Service (CMCS) This dcument describes Cisc RMS Cmpliance Management Services including: Cisc Cmpliance Management and Cnfiguratin Service (CMCS) Related Dcuments: This dcument shuld be read in cnjunctin with the fllwing dcuments als psted at (1) Glssary f Terms; (2) List f Services Nt Cvered; and (3) Severity and Escalatin Guidelines. All capitalized terms in this descriptin have the meaning ascribed t them in the Glssary f Terms. Direct Sale frm Cisc. If yu have purchased these Services directly frm Cisc, this dcument is incrprated int yur Master Services Agreement (MSA) r equivalent services agreement executed between yu and Cisc. All capitalized terms nt defined in the Supplemental Glssary f Terms fr Cisc RMS Cmpliance Management Services at the end f this dcument have the meaning ascribed in the MSA r equivalent services agreement executed between yu and Cisc. In the event f a cnflict between this Service Descriptin and yur MSA r equivalent services agreement, this Service Descriptin shall gvern. Sale frm Cisc Authrized Reseller. If yu have purchased these Services thrugh a Cisc Authrized Reseller, this dcument is fr descriptin purpses nly; is nt a cntract between yu and Cisc. The cntract, if any, gverning the prvisin f this Service will be the ne between yu and yur Cisc Authrized Reseller. Yur Cisc Authrized Reseller shuld prvide this dcument t yu, r yu can btain a cpy f this and ther Cisc service descriptins at All capitalized terms nt defined in the Supplemental Glssary f Terms fr Cisc RMS Cmpliance Management Services at the end f this dcument have the meaning ascribed in the Glssary f Terms at the abve URL. Cisc RMS Cmpliance Management Services is intended t supplement a current supprt agreement fr Cisc prducts and is nly available where all Prduct(s) in Custmer s Netwrk are supprted thrugh a minimum f cre services such as Cisc SMARTnet / SP Base and Sftware Applicatin Services, as applicable. Cisc shall prvide Cisc RMS Cmpliance Management Services described belw as selected and detailed n the Purchase Order fr which Cisc has been paid the apprpriate fee. Cisc shall prvide a Qute fr Services ( Qute ) setting ut the extent f the Services that Cisc shall prvide and the perid during which such Services shall be prvided. Cisc shall receive a Purchase Order that references the Qute agreed between the parties and that, additinally, acknwledges and agrees t the terms cntained therein. Services Summary fr Cisc Cmpliance Management and Cnfiguratin Service (CMCS) Cisc Cmpliance Management and Cnfiguratin Service (CMCS) delivers a premise-based, custmer-riented slutin based n Cisc capabilities fcused n delivering value thrugh a cmbinatin f Cisc intellectual capital, cmpliance and cnfiguratin management features with the CMS Appliance (Cmpliance Management Service Appliance) cupled with Cisc peratinal expertise. Cisc CMCS is available in three service levels. These three service levels prvide increasing levels f supprt frm a Cisc Operatins Manager (OM). Tw additinal ptinal service levels are als available that prvide increasing levels f supprt frm a Cisc Custmer Engineer (CE). This apprach allws custmers t align their specific cmpliance and cnfiguratin supprt needs with the right level f persnalized attentin received frm assigned Cisc supprt resurce(s). See Appendix A fr a detailed list f rles, respnsibilities and deliverables fr Cisc CMCS at each f these service levels. Summary f Service Levels fr CMCS: CMCS OM Standard Includes CMS Appliance sftware, CMS Appliance sftware updates and access t Cisc Intellectual Capital. Persnalized supprt frm a Cisc Operatins Manager (OM) which includes: Case and Escalatin Supprt Standard Status Reprting Standard Peridic Reviews Instructinal Sessins Standard Operatinal Supprt and Analysis Standard Change Management Supprt CMCS OM Enhanced Cntrlled Dc. #EDM Ver: 4.0Last Mdified:11/15/2013 3:21:42 PM This dcument is Cisc Public Infrmatin Cmpliance_Management_Cnfiguratin_Service.dc

2 Page 2 f 1 Includes CMS Appliance sftware, CMS Appliance sftware updates and access t Cisc Intellectual Capital. Persnalized supprt frm a Cisc Operatins Manager (OM) which includes everything ffered at the Standard Level f service plus the fllwing additinal deliverables: Enhanced Status Reprting Enhanced Peridic Reviews Enhanced Change Management supprt CMCS OM Cmprehensive Includes CMS Appliance sftware, CMS Appliance sftware updates and access t Cisc Intellectual Capital. CMCS Optinal Custmer Engineer (CE) Cmprehensive Includes a designated Custmer Engineer (CE) prviding supprt fr: All Enhanced Level deliverables included Cmprehensive fcus and additinal supprt n the Custmer s Cmpliance, Cnfiguratin and Change Management needs After-hurs Cell Team supprt during Custmer defined maintenance windws Persnalized supprt frm a Cisc Operatins Manager (OM) which includes everything ffered at the Enhanced Level f service plus the fllwing additinal deliverables: Cmprehensive Status Reprting Cmprehensive Operatinal Supprt and Analysis Cmprehensive Change Management supprt Summary f Optinal Custmer Engineer (CE) Service Levels fr CMCS: CMCS Optinal Custmer Engineer r Enhanced Custmer Engineer Includes a designated Custmer Engineer (CE) prviding supprt fr: Engineering supprt n CMS Appliance Mnthly Operatins Reviews Instructinal Sessins Engineering recmmendatins n netwrk elements Cmpliance and Cnfiguratin Supprt Plicy Management Cntrlled Dc. #EDM Ver: 4.0Last Mdified:11/15/2013 3:21:42 PM This dcument is Cisc Public Infrmatin Cmpliance_Management_Cnfiguratin_Service.dc

3 Page 3 f 1 Netwrk Cnfiguratin and Change Management Slutin The CMS Appliance is deplyed n the Custmer s premise t enable the Cisc RMS Cmpliance Management Services. The CMS Appliance has the ability, if enabled, t cmmunicate with the Cisc Data Center fr plicy and rules and ther prprietary Intellectual Cntent created by Cisc. Activating Cisc RMS Cmpliance Management Services typically requires the CMS Appliance t be placed at a custmer Hub r HQ lcatin. The CMS Appliance includes a Cmmn Services Platfrm Cllectr (CSPC) as well as the CMS sftware applicatin cnfigured n tw distinct virtual servers running n Cisc UCS hardware (r an apprved server with the same specificatins as the Cisc UCS server). The CMS Appliance will be used t execute the primary cmpliance and cnfiguratin management functinality inclusive f the RMS Cmpliance and Cnfiguratin Management Services as described in this dcument. CMS Appliance Cmpnents CSPC is primarily respnsible fr the data cllectin, cnfiguratin pushes and sftware image management (SWIM) functinality f the CMS Appliance. Users will utilize the CSPC User Interface t: Execute the discvery f the targeted netwrk elements. Schedule inventry cllectin (cnfiguratin and images currently cnfigured and installed n their netwrk elements). Rute cllected data t multiple lcatins within the Custmer s netwrk as well as rute infrmatin t the back-end Cisc Data Center if desired. Push cnfiguratins t the Custmer s netwrk elements. The CMS sftware applicatin perfrms data analytics, the scheduling and executin f cnfiguratin changes and a hst f ther activities. Users will utilize the CMS sftware User Interface t: Run reprts, view cnfiguratins and perfrm audits based n best practices and cmpliance standards. Leverage the wrkflw management functinality fr Change Management reviews and apprvals prir t executin f netwrk change requests. Dictate the exact cnfiguratin changes t be made. Schedule the specific time(s) t execute changes n targeted Netwrk Elements. Perfrm cnfiguratin rllbacks (in cncert with CSPC functinality) Enfrce adherence t relevant netwrk plicies and best practices. Archive Netwrk Element cnfiguratins. The deplyment f the CMS Appliance n the Custmer s premise may include sme r all f the fllwing activities: Installatin f perating system and CMS Appliance supprting applicatins n the hardware (Cisc UCS server r server meeting same specificatins). This may be accmplished remtely. Testing f the CSPC and CMS sftware cmpnents f the CMS Appliance. This may be accmplished remtely. If Cisc is respnsible fr supplying the CMS Appliance hardware, the shipment f a Cisc UCS server(s) t the designated Custmer lcatin(s). If Custmer is respnsible fr supplying the CMS Appliance hardware, Cisc will prvide remte assistance t Custmer fr the installatin f the CMS sftware n the Custmer-supplied server. Enabling a cmmunicatin link between the CMS Appliance deplyed n the Custmer s netwrk and the Cisc Data Center t allw access t Cisc Intellectual Cntent The CMS Appliance is an integral part f the Cisc RMS Cmpliance Management Services and is installed n the Custmer premise fr the duratin f the Service term. During the Service term, the Custmer is granted a nn-exclusive and nn-transferable license t use the hardware (if supplied by Cisc) and the sftware resident theren slely n the CMS Appliance. Sftware Updates fr the CMS Appliance Cisc RMS Cmpliance Management Services includes rutine sftware updates fr the CMS Appliance. The Custmer shall receive an ntificatin frm Cisc that will identify the mdificatins included in the latest sftware release f the CMS Appliance. The Custmer and/r designated Cisc Custmer Engineer (if applicable and included purchase rder) will be respnsible fr scheduling and upgrading the CMS Appliance per the details f the sftware release frm Cisc. Transitin Management Transitin Management is a phased prcess apprach in which Cisc prepares Custmer infrastructure fr Cisc CMCS. The Custmer must submit a signed Purchase Order t Cisc fr Cisc CMCS t initiate the Transitin Management prcess. The Transitin Management prcess cncludes at the negtiated Custmer Acceptance Date. Kickff Meeting The Cisc Operatins Manager will act as a single pint f cntact during the Transitin Management phase (activities defined belw). Within 30 days frm receipt f a valid Purchase Order fr Cisc CMCS the Cisc Operatins Manager will cntact the Custmer t schedule the kickff meeting. The kickff meeting is accmplished via a WebEx cnference call. The kickff meeting is facilitated by the Cisc Operatins Cntrlled Dc. #EDM Ver: 4.0Last Mdified:11/15/2013 3:21:42 PM This dcument is Cisc Public Infrmatin Cmpliance_Management_Cnfiguratin_Service.dc

4 Page 4 f 1 Manager and crdinated with key stakehlders in the Custmer s rganizatin as well as a designated Cisc Engineer assigned t the Transitin Management phase. This Transitin Management phase includes the fllwing activities: Crdinating, scheduling, and executing the Kickff meeting. Reviewing rles and respnsibilities f Cisc persnnel and Custmer cntacts. Prviding Custmer with escalatin dcumentatin fr Operatinal Supprt. Reviewing the Service purchased, as indicated n the Purchase Order. Aligning Cisc and Custmer n all majr activities, risks and milestnes during the Transitin Management phase. Reviewing and cmpleting the Service Activatin Kit (SAK). Service Activatin Kit (SAK) Cisc s respnsibilities including detailed list f activities and deliverables that designated Cisc persnnel will be respnsible fr delivering. Custmer s respnsibilities t ensure service delivery success Alignment n the frequency f recurring peratinal meetings (aka: tuch pints) t ensure Custmer s expectatins are in line with Service level that was purchased. Review f escalatin prcess t Cisc fr service related issues and questins CMS Appliance review cvering: Setting up user rles and access Generating standard reprts Wrkflw management functinality Cnfiguratin management functinality Sftware image management (SWIM) functinality Cmpliance management functinality Reviewing the SAK cmpnents and key infrmatin is critical fr successfully cmpleting the Transitin Management phase. It is the Custmer s respnsibility t fill ut all relevant data fields in the SAK, which include all necessary Netwrk Element details required fr activating the Service. The Cisc Operatins Manager will wrk with the lead designated Custmer cntact t assist with the data gathering activities required n the Service Activatin Kit. This activity is cvered under a ne-time service activatin fee. ``` CMS Appliance Cnfiguratin Once the CMS Appliance is installed and cnfigured, Cisc executes a discvery prcess fr Netwrk Elements per the Cisc Purchase Order. The Cisc Operatins Manager will cmmunicate any discrepancies between discvered Netwrk Elements and what was cntracted n the Cisc Purchase Order. This activity is cvered under an ne-time service activatin fee. Any requested additins beynd the Netwrk Elements defined n the Cisc Purchase Order will be subject t incremental Service fees and, pssibly, an extended Transitin Management interval. Remte Training Sessin Custmer Acceptance Once all service activatin deliverables have been cmpleted the service will transitin frm the Transitin Management phase t the Operatins phase. All exceptins t the Operatins phase must be clearly dcumented within the Transitin Management phase dcumentatin cntrlled by the Cisc Operatins Manager. Cisc Operatins Manager will wrk with the Custmer t validate that the Transitin Management phase is cmplete. Cntract Billing The cntract will begin billing seventy-five (75) days frm the date that the rder has been placed. This 75 day perid allws fr the Transitin Management phase t be cmpleted under typical cnditins. Custmer Terminatin The Custmer must return any and all assciated Cisc materials (hardware, sftware and dcumentatin) t Cisc immediately upn expiratin r terminatin f the Service cntract. The Cisc Operatins Manager is respnsible fr scheduling a remte training sessin with designated Custmer cntacts that will be using the CMS Appliance (re: the CMS Appliance user cmmunity). The training sessin will be cnducted using a WebEx cnference bridge, cllabrative sftware, and/r instructinal vides as needed and apprpriate. The tpics t be cvered in this training sessin include: Operatinal review cvering: Cntrlled Dc. #EDM Ver: 4.0Last Mdified:11/15/2013 3:21:42 PM This dcument is Cisc Public Infrmatin Cmpliance_Management_Cnfiguratin_Service.dc

5 Page 5 f 1 Supplemental Glssary f Terms fr Cisc CMCS Activity means a set f technical r business cnsulting tasks perfrmed fr the benefit f Custmer in the delivery f a Service in which n published dcument accmpanies the exit criteria and is typically referred t as an nging task under a subscriptin service. Cmmn Services Platfrm Cllectr (CSPC) discvers netwrk devices n demand, and uplads the discvery infrmatin and cllectin infrmatin t the CMS Appliance. Deliverable means a set f technical r business cnsulting tasks perfrmed fr the benefit f Custmer in the delivery f a Service in which the exit criteria is a published dcument such as recurring Operatins Reviews, Cnfiguratin Change Reprts, Sftware Recmmendatin Reprts, Plicy Audit Reprts, etc. CMS Appliance (Cmpliance Management Service Appliance) is an integrated security and risk management slutin t manage a hetergeneus netwrk envirnment. The slutin cmbines a GUI client (Security Cnsle), a server (CMS Appliance Series r CMS Sftware Series), a database, and ther tls t prvide an integrated and cmprehensive secured cnfiguratin and management slutin t manage, audit and secure yur netwrk devices. Netwrk Element is defined as any netwrk cmpnent (i.e. netwrk device r mdule) that is discvered via the Cmmn Services Platfrm Cllectr (CSPC) and upladed int the CMS Appliance. Cntrlled Dc. #EDM Ver: 4.0Last Mdified:11/15/2013 3:21:42 PM This dcument is Cisc Public Infrmatin Cmpliance_Management_Cnfiguratin_Service.dc

6 Page 6 f 1 Appendix A Cisc Respnsibilities fr Cmpliance Management and Cnfiguratin Service (CMCS) Cisc Respnsibilities fr CMCS OM Standard Supprt Fr CMCS OM Standard supprt Cisc shall prvide the fllwing n an 8x5 lcal business hur basis (unless therwise stated): Create standardized peratins reprts and t Custmer nce per week. These weekly reprts will include the fllwing: Cnfiguratin Change Reprt End f Life Hardware Status Reprt Cisc will crdinate activities t activate CMCS. See Transitin Management sectin abve in this dcument. Cisc will enable and make available t the Custmer n a 24x7 basis the CMS Appliance with Cnfiguratin Management, Sftware Image Management, Wrkflw Management and Cmpliance Management functinality. Cisc will designate an individual (Cisc Operatins Manager - OM) t act as the primary nn-technical liaisn pint f cntact t prvide Deliverables and Activities. These Deliverables and Activities include: Schedule kick-ff meeting t review schedule, deliverables, and Cisc and Custmer respnsibilities. Schedule and lead initial training and cnsultatin sessin with designated Custmer resurces after implementatin and activatin f the CMS Appliance. Cllabrate with Cisc technical experts as required t accmplish this deliverable. Assist custmer in setting up CMS Appliance user rles (ie: administratrs, apprvers, reviewers, etc) t leverage the wrkflw management functinality f CMS Appliance. Prvide basic training sessin(s) as required t assist designated Custmer resurces with CMS Appliance set-up and wrkflw prcesses relevant t Cisc CMCS. Baseline dcumentatin f custmer s peratinal prcedures lgged int Cisc s service delivery supprt infrastructure On a daily basis (business days Mn Fri) mnitr fr cnfiguratin changes via the CMS Appliance (ie: mnitring cnfiguratin change reprts). Mnitr all return material authrizatins (RMAs) Service Requests (SRs) pened with Cisc TAC fr any Cisc prducts cvered as a Netwrk Element in Cisc CMCS as well as any SRs related t the CMS Appliance(s) deplyed n the Custmer premise. Mnitr and, if needed, escalate supprt f RMArelated Service Requests fr all Cisc CMCS cvered prducts t ensure timely and effective remediatin f the issue. End f Life Mdule Status Reprt End f Life Sftware Status Reprt End f Life Status Summary Reprt Device Cntract Summary Reprt Device Mdule Cntract Summary Reprt. Cntract Summary Reprt. Additinal Cmpliance and Audit Summary Reprts as applicable t the custmer. Facilitate a mnthly peratinal review. Operatinal reviews will cnsist f the fllwing data generated frm the CMS Appliance deplyed n the Custmer premise: Summary f change management activities n the netwrk. Summary f cnfiguratin management activities n the netwrk. End-Of-Life HW/SW status summaries. Device cntract summary. Cmpliance and audit summary as applicable t Custmer needs. Prvide quarterly instructinal sessins n CMS Appliance set-up, usage and new features and functinality. Crdinate with Custmer n peridic updates (nrmally quarterly) t the CMS Appliance(s) deplyed n the Custmer premise t ensure service cntinuity and up-t-date Cisc Intellectual Capital Cisc Respnsibilities fr CMCS OM Enhanced Supprt Fr CMCS - OM Enhanced Supprt Cisc shall prvide all f the deliverables detailed in the OM Standard Supprt sectin Cntrlled Dc. #EDM Ver: 4.0Last Mdified:11/15/2013 3:21:42 PM This dcument is Cisc Public Infrmatin Cmpliance_Management_Cnfiguratin_Service.dc

7 Page 7 f 1 (abve). In additin, Cisc shall prvide the fllwing n an 8x5 lcal business hur basis (unless therwise stated): Crdinate with Custmer t identify unique reprting needs and leverage the CMS Appliance n the Custmer premise t prduce a mnthly custmized reprt delivered via if supprt frm Cisc technical supprt persnnel is needed during any break/fix issue at the time f a critical netwrk change Cisc Respnsibilities fr CMCS Optinal Custmer Engineer Supprt Cllabrate with Custmer t dcument the Custmer s IT Change Management prcesses and prcedures and prvide them with the cmpleted dcumentatin. Fr CMCS Optinal CE Supprt Cisc shall prvide the fllwing n an 8x5 lcal business hur basis (unless therwise stated): Weekly ntificatins t Custmer t highlight recmmendatins based n actinable reprts including End-f-Life Status Reprts, Cisc Cntract Status Reprts and PSIRT Advisry reprts. Designate an individual (Cisc Custmer Engineer - CE) t act as the primary technical liaisn pint f cntact t prvide Deliverables and Activities. These Deliverables and Activities include: Attend and/r review recurring Change Advisry Bard (CAB) meetings facilitated by the Custmer t stay in synch with Custmer s Change Management activities, lg thse activities and ntes in the CMS Appliance as apprpriate t ensure tight crdinatin between Cisc supprt resurces and Custmer s Change Management resurces Cllabrate with Cisc Operatins Manager (OM) as needed fr kickff call and the Transitin Management phase f the service. Cllabrate with Cisc Operatins Manager (OM) n scheduled training sessin(s) regarding the service and the CMS Appliance Cisc Respnsibilities fr CMCS OM Cmprehensive Supprt Engineering supprt fr any/all technical issues related t the CMS Appliance. Fr CMCS - OM Cmprehensive Supprt Cisc shall prvide all f the deliverables detailed in the OM Enhanced Supprt sectin (abve). In additin, Cisc shall prvide the fllwing n an 8x5 lcal business hur basis (unless therwise stated): Crdinate with Custmer t identify unique reprting needs and leverage the CMS Appliance n the Custmer premise t prduce a mnthly custmized reprt delivered via Prvide versight and cmprehensive assistance t Custmer regarding large and/r cmplex change management activities that the Custmer has planned. Leverage the CMS Appliance wrkflw management functinality. Deliverables may include: Prviding status updates t Custmer during recurring CAB meetings. Engineering supprt fr Cisc recmmended HW/SW upgrades t the CMS Appliance. Engineering supprt fr Plicy Management including the initial creatin f plicies relevant t the Custmer as well as plicy reviews/updates n a quarterly basis. Participate in the mnthly peratinal review facilitated by the Cisc Operatins Manager Identify service delivery recmmendatins fr netwrk element changes (i.e. upgrades, updates, swap uts, etc) based n technical knwledge f Custmer s netwrk and their cmpliance and cnfiguratin plicies. Present findings t Custmer in the Mnthly Operatins Review facilitated by Cisc Operatins Manager Lgging required infrmatin fr netwrk change management actins in the CMS Appliance. If Custmer has purchased ne f the CMCS - Custmer Engineer (CE) Supprt ptins (Enhanced r Cmprehensive) assist with the crdinatin f Cisc CE resurces and the Custmer s resurces t imprve change management success. Fr any high pririty and/r cmplex changes as defined by the Custmer create a practive Cisc Service Request (SR) with assciated applicable dcumentatin in supprt f a Custmer s defined maintenance windw t make sure the required infrmatin is dcumented and available Attend and/r review Custmer s Change Advisry Bard (CAB) meetings, activities and prjects t stay in synch with all change management activities Up t 10 (ten) hurs f direct engineering supprt per week fr Cnfiguratin and Change Management activities n qualified netwrk elements (Cisc prducts nly). Leverage wrkflw management functinality f CMS Appliance t schedule and execute required netwrk change management actins in a crdinated manner n behalf f the Custmer. Cntrlled Dc. #EDM Ver: 4.0Last Mdified:11/15/2013 3:21:42 PM This dcument is Cisc Public Infrmatin Cmpliance_Management_Cnfiguratin_Service.dc

8 Page 8 f 1 Cisc Respnsibilities fr CMCS Optinal CE Enhanced Supprt Fr CMCS Optinal CE Enhanced Supprt Cisc shall prvide the fllwing n an 8x5 lcal business hur basis (unless therwise stated): Designate an individual (Cisc Custmer Engineer - CE) t act as the primary technical liaisn pint f cntact t prvide Deliverables and Activities. These Deliverables and Activities include: Cllabrate with Cisc Operatins Manager (OM) as needed fr kickff call and the Transitin Management phase f the service. Cllabrate with Cisc Operatins Manager (OM) n scheduled training sessin(s) regarding the service and the CMS Appliance Engineering supprt fr any/all technical issues related t the CMS Appliance. Engineering supprt fr Cisc recmmended HW/SW upgrades t the CMS Appliance. Engineering supprt fr Plicy Management including the initial creatin f plicies relevant t the Custmer as well as plicy reviews/updates n a quarterly basis. Participate in the mnthly peratinal review facilitated by the Cisc Operatins Manager Identify service delivery recmmendatins fr netwrk element changes (i.e. upgrades, updates, swap uts, etc) based n technical knwledge f Custmer s netwrk and their cmpliance and cnfiguratin plicies. Present findings t Custmer in the Mnthly Operatins Review facilitated by Cisc Operatins Manager Attend and/r review Custmer s Change Advisry Bard (CAB) meetings, activities and prjects t stay in synch with all change management activities Up t 20 (twenty) hurs f direct engineering supprt per week fr Cnfiguratin and Change Management activities n qualified netwrk elements (Cisc prducts nly). Leverage wrkflw management functinality f CMS Appliance t schedule and execute required netwrk change management actins in a crdinated manner n behalf f the Custmer. Cisc Respnsibilities fr CMCS Optinal CE Cmprehensive Supprt Fr CMCS Optinal CE Cmprehensive Supprt Cisc shall prvide all f the deliverables detailed in the Optinal CE Enhanced Supprt sectin (abve). In additin, Cisc shall prvide the fllwing n an 8x5 lcal business hur basis (unless therwise stated): Designate an individual (Cisc Custmer Engineer - CE) t prvide up t 40 (frty) hurs f direct engineering supprt per week fr Cnfiguratin and Change Management activities n qualified netwrk elements (Cisc prducts nly). Leverage wrkflw management functinality f CMS Appliance t schedule and execute required netwrk change management actins in a crdinated manner n behalf f the Custmer. Custmer Respnsibilities Designate a representative t act as the primary interface with Cisc designated Operatins Manager. Wrk with Cisc designated resurces t identify the user base (ie: custmer s netwrk engineers, technicians, managers, Change Advisry Bard, etc) that will be set up in the CMS Appliance. Attend regularly scheduled cnference calls and review meetings with designated Cisc resurces. Advise designated Cisc resurces f standard perating prcedures related t Custmer s business practices, change management activities, internal peratinal nmenclature and netwrk details t allw designated Cisc resurces t effectively cmmunicate and discuss Cisc CMCS activities and deliverables with Custmer in the cntext f Custmer s business envirnment. Prvide netwrk access fr Cisc designated resurces t the CMS Appliance. Designate persn(s) frm within Custmer s technical supprt rganizatin t serve as a liaisn t the Cisc Custmer Engineer when the Optinal Custmer Engineer service has been purchased. Wrk with Cisc designated resurces t ensure Custmer s designated resurces clearly understand the prcess and prcedures t initiate Service Requests and Change Management initiatives with Cisc designated resurces. Prvide all necessary infrmatin t enable Cisc s designated resurces t deliver Cisc CMCS. Prvide reasnable electrnic access t Custmer's netwrk (ie: netwrk elements cvered under Cisc CMCS; CMS Appliance deplyed n custmer premise, etc) t enable Cisc t effectively deliver Cisc CMCS. Ntify Cisc designated resurces in advance f any majr r cmplex Mve/Add/Change/Delete (MACD) activities that are planned fr the Custmer s netwrk. Cntrlled Dc. #EDM Ver: 4.0Last Mdified:11/15/2013 3:21:42 PM This dcument is Cisc Public Infrmatin Cmpliance_Management_Cnfiguratin_Service.dc

9 Page 9 f 1 Custmer acknwledges that Cisc will nly supprt generally available Prducts and Sftware releases/versins that are natively supprted n the CMS Appliance unless therwise mutually agreed upn between Custmer and Cisc. Fr data cllectin tls prvided by Cisc (i.e. CSPC) that are lcated at Custmer's site, Custmer shall ensure that such tls are lcated in a secure area, within a netwrk envirnment prtected within a firewall and n a secure LAN, under lck and key and with access restricted t thse Custmer emplyee(s) r cntractr(s) wh have a need t access the tls and/r a need t knw the utput f the tls. In the event the data cllectin tls prvided by Cisc are Sftware, Custmer agrees t make apprpriate cmputers available and dwnlad Sftware as needed. Supprt Limitatins fr Cisc CMCS The fllwing are limitatins t Cisc CMCS in all theaters unless therwise agreed t by Cisc and the Custmer and/r Cisc partner: Lcal language supprt: Designated Cisc persnnel will be prficient in English, Chinese (Mandarin) and German as required t effectively deliver Cisc CMCS. Any ther language supprt will be handled in a custm (statement f wrk) arrangement, if needed. Onsite custmer visits: Cisc CMCS is delivered via remte supprt persnnel and des nt include any nsite custmer visits by these remte resurces. Any nsite supprt requirements will be handled in a custm (statement f wrk) arrangement, if needed. Supprt hurs: The designated Cisc remte persnnel (Cisc Operatins Manager and Cisc Custmer Engineer) will be available 8x5 lcal business hurs t deliver all requirements f Cisc CMCS. Any afterhurs supprt requirements will be handled in a custm (statement f wrk) arrangement, if needed. Engineering supprt: The designated Cisc Custmer Engineer will supprt all Cisc prducts (aka Cisc Netwrk Elements ) as cvered under Cisc CMCS. The Custmer Engineer will nt supprt third party device cnfiguratins, changes and plicies. Any in-depth third party device supprt will be handled in a custm (statement f wrk) arrangement, if needed. Cntrlled Dc. #EDM Ver: 4.0Last Mdified:11/15/2013 3:21:42 PM This dcument is Cisc Public Infrmatin Cmpliance_Management_Cnfiguratin_Service.dc