Terms of Service for support Essentials as of 10/14/2014

Transcription

1 supprt Essentials Terms f Service PAGE 1 Terms f Service fr supprt Essentials as f 10/14/2014 Overview MCPc supprt Essentials (the Service ) is a suite f Managed Services fferings intended t prvide the custmer ( Custmer r yu ) with cre IT management functins such as Mnitring, Alerting, and Preventative Maintenance. In additin t the terms and cnditins set frth in yur MCPc Supprt Essentials Agreement (the Order Dcument ), this dcument (the Essentials Terms f Service ) describes the Service and any requirements r deliverables related t it. The terms cntained in this Essentials Terms f Service, tgether with the terms cntained within the Order Dcument and MCPC s Master Terms, specifically Exhibit D ( Managed Services ), r yur separately negtiated agreement with MCPc, will gvern the prvisin f the Service by MCPc t yu. In the event f a cnflict between this Essentials Terms f Service and the Order Dcument, the terms in the Order Dcument will take precedence. Fr each Essentials part number listed n the Order Dcument, there may be terms r cnditins listed in this dcument. By rdering any Essentials part numbers and utilizing the Service, yu acknwledge that yu have read and understand this Essentials Terms f Service, and that yu agree t be bund by the terms and cnditins that apply t the Essentials part numbers that yu rdered. The terms f this Service Descriptin d nt cnfer n the Custmer any warranties beynd thse in the Order Dcument r Master Terms. architects f the anyplace wrkspace Versin 1.3 anyplacewrkspace.cm

2 supprt Essentials Terms f Service PAGE 2 Cntents Terms f Service... 1 Overview... 1 Identifying Essentials Part Numbers... 4 General Terms f Service fr supprt Essentials (applies t all Essentials SKUs)... 5 MCPc Respnsibilities... 5 Custmer Respnsibilities... 6 Additinal Terms fr Service Onbarding (applies t Service Onbarding Prduct Grup)... 8 MCPc Respnsibilities... 8 Custmer Respnsibilities... 8 Additinal Terms fr Onbarding Remte Mnitring (applies t Remte Mnitring Onbarding Grup) MCPc Respnsibilities Custmer Respnsibilities Additinal Terms fr Onbarding CCDS (applies t SKUs starting with MSO-ESSE-TOB-CCDS...) MCPc Respnsibilities Custmer Respnsibilities Additinal Terms fr Onbarding Practive Supprt (applies t Practive Supprt Onbarding Grup) MCPc Respnsibilities Custmer Respnsibilities Additinal Terms fr Prgram Services (applies t Prgram Services Grup) MCPc Respnsibilities Custmer Respnsibilities Additinal Terms fr Fundatin Level Services (applies t SKUs starting with MSO-ESSE-PROG-FND...) MCPc Respnsibilities Custmer Respnsibilities Additinal Terms fr Enhanced Level Services (applies t SKUs starting with MSO-ESSE-PROG-ENH...) MCPc Respnsibilities Custmer Respnsibilities Additinal Terms fr Remte Mnitring (applies t Remte Mnitring Grup) MCPc Respnsibilities Custmer Respnsibilities Additinal Terms fr Practive Supprt (applies t Practive Supprt Grup) MCPc Respnsibilities Custmer Respnsibilities Additinal Terms fr Practive Supprt fr Cisc (applies t SKUs starting with MSO-ESSE-PSUP-PCND...) architects f the anyplace wrkspace Versin 1.3 anyplacewrkspace.cm

3 supprt Essentials Terms f Service PAGE 3 MCPc Respnsibilities Custmer Respnsibilities Additinal Terms fr Practive Supprt fr Micrsft (applies t SKUs starting with MSO-ESSE-PSUP-PSMS...) MCPc Respnsibilities Custmer Respnsibilities Additinal Terms fr Circuit Carrier Dispatch Services (applies t Circuit Carrier Dispatch Service Grup) MCPc Respnsibilities Custmer Respnsibilities Additinal Terms fr MACD Incident Packs (applies t SKUs starting with MSO-ESSE-MACD...) MCPc Respnsibilities Custmer Respnsibilities Service Level Agreement Service Respnse Time Definitin and Reprting Service Level Requirements Remedy Summary f Changes architects f the anyplace wrkspace Versin 1.3 anyplacewrkspace.cm

4 supprt Essentials Terms f Service PAGE 4 Identifying Essentials Part Numbers Each f the part numbers in the Order Dcument represents a Stck Keeping Unit ( SKU ) that allws MCPc t accunt fr and describe the Service that will be prvided t yu. The requirements listed in this Essentials Terms f Service are applicable based upn what SKU(s) are rdered by yu. Sme terms apply t specific SKUs, while thers will apply t a grup f SKUs knwn as a Prduct Grup. By using the Prduct Grups listed belw and the SKUs frm yur Order Dcument, yu will be able t mre easily determine what terms apply t the varius cmpnents f yur Service. SKU Starts with Prduct Grup Ntes MSO-ESSE supprt Essentials Includes all Essentials services MSO-ESSE-TOB Service Onbarding Includes all Onbarding services MSO-ESSE-TOB-URL -r- MSO-ESSE-TOB-PING -r- MSO-ESSE-TOB-NET -r- MSO-ESSE-TOB-SRV -r- MSO-ESSE-TOB-STOR MSO-ESSE-TOB-PCND -r- MSO-ESSE-TOB-PMSS Remte Mnitring Onbarding Practive Supprt Onbarding Includes Onbarding Services fr Remte Mnitring Includes Onbarding Services fr Practive Supprt MSO-ESSE-RMON Remte Mnitring Includes all Remte Mnitring services MSO-ESSE-PSUP Practive Supprt Includes all Practive Supprt services MSO-ESSE-CCDS Circuit Carrier Dispatch Service Includes all Circuit Carrier Dispatch services MSO-ESSE-PROG Prgram Services Includes all Prgram Management services architects f the anyplace wrkspace Versin 1.3 anyplacewrkspace.cm

5 supprt Essentials Terms f Service PAGE 5 General Terms f Service fr supprt Essentials (applies t all Essentials SKUs) The fllwing terms apply t all rdered part numbers assciated with the Service: Cmmencement Date fr yur Service As described in Sectin 2 f Exhibit D t the MCPc Master Services Agreement, the Service will cmmence n the date listed in the Order Dcument. In the absence f a listed date in the Order Dcument, the Term will start nce yu are ntified in writing by MCPc that all Service Onbarding is cmpleted. Early Terminatin In the event that the Order Dcument is terminated withut Cause, Custmer agrees t pay all fees prrated thrugh the date f terminatin. In additin, Custmer agrees t pay MCPc a terminatin fee, and nt as a penalty, calculated as 30% f the remaining utstanding payments as shwn in the Pricing Schedule f the Order Dcument. Nrmal Business Hurs Nrmal business hurs shall be 8:00 a.m. t 5:00 p.m. Eastern Time, Mnday thrugh Friday excluding published State and Federal hlidays. MCPc Respnsibilities MCPc will prvide the fllwing services: Custmer Access t Mnitring Platfrm Access t the mnitring system(s) used within the envirnment Access t the available predefined reprts available fr yur use. Access is available thrugh Web, ios, and Andrid platfrms. Remte access t mnitred devices via secure tunnel created by mnitring prtal Access t Operatins Service Center Status ntificatins and interactins with Operatins Service Center via s and truble ticket system As part f the Service, yu may submit a request that the Operatins Service Center assist in remte trubleshting and remediatin f service issues (including wrking with the manufacturer t reslve hardware related issues) n a Time and Material basis at then current rate schedule. Disaster Avidance and Disaster Recvery Data prtectins, such as rutine backups, fr the Service infrastructure, including tp layer management and user-management interfaces wned and perated by MCPc. Data and infrastructure restratin fr the Service infrastructure, including tp layer management and user-management interfaces wned and perated by MCPc. Incident and Prblem Management Incident and prblem management (e.g., detectin, severity classificatin, recrding, escalatin, and return t service) pertaining t: Infrastructure ver which MCPc has direct, administrative, and/r physical access and cntrl, such as physical servers, strage, and netwrk devices. Service sftware ver which MCPc has direct administrative access and cntrl, such as the mnitring server r central management system, and ther applicatins that MCPc uses in delivery f the Service. architects f the anyplace wrkspace Versin 1.3 anyplacewrkspace.cm

6 supprt Essentials Terms f Service PAGE 6 Change and Release Management Prcesses and prcedures t maintain the health and availability f the Service platfrm. Prcesses and prcedures t release new cde versins, ht fixes, and service packs related t the Service platfrm. Security Management MCPc will use cmmercially-reasnable effrts t prvide: Physical Security: MCPc will prtect the data centers husing the Service platfrm frm physical security breaches. Infrmatin Security: MCPc will prtect the infrmatin systems used t deliver the Service fr which it has sle administrative level cntrl. Netwrk Security: MCPc will prtect the netwrks cntaining its infrmatin systems up t the pint where yu have sme cntrl, permissin, r access t mdify yur netwrks. Security Mnitring: MCPc will mnitr fr security events invlving the underlying infrastructure servers, strage, netwrks, and infrmatin systems used in the delivery f the Service fr which it has sle administrative level cntrl ver. This respnsibility stps at any pint where yu have sme cntrl, permissin, r access t mdify an aspect f the envirnment. Patching & Vulnerability Management: MCPc will maintain the systems it uses t deliver the Service, including the applicatin f patches it deems critical fr the target systems. MCPc will perfrm rutine vulnerability scans t surface critical risk areas fr the systems it uses t deliver the Service. Critical vulnerabilities will be addressed in a timely manner. Custmer Respnsibilities Fr all devices cvered under the Service, yu are respnsible fr the fllwing: Prvide Ntificatin Pint(s) f Cntact Prvide primary and secndary cntacts fr ntificatin f alerts Disaster Avidance and Disaster Recvery Data prtectin and Infrastructure recvery planning and restratin fr Disaster Recvery. Data prtectins, such as rutine backups, fr the data (e.g. files, databases, cntent, cnfiguratin settings, etc.) stred n devices cvered by Essentials. Data and cnfiguratin restratins fr devices cvered by Essentials. Incident and Prblem Management Incident and prblem management (e.g., detectin, severity classificatin, recrding, escalatin, and return t service) pertaining t: Yur netwrk administratin, cnfiguratin, and mdificatin Yur devices and servers, including, but nt limited t, such assets as custm develped r third party applicatins, custm r user-deplyed perating systems, netwrk cnfiguratin settings, and user accunts. Operating system administratin including the perating system itself r any features r cmpnents cntained within it. Perfrmance f yur devices and servers, custm r third party applicatins, yur databases, perating systems installed r custmized by yu, r ther assets deplyed and administered by yu that are unrelated t the Service platfrm. Change and Release Management Management f change t yur devices, servers, perating systems, custm r third party applicatins, databases, and administratin f general netwrk changes within yur cntrl. Ntify us f any planned utages fr any cvered devices. architects f the anyplace wrkspace Versin 1.3 anyplacewrkspace.cm

7 supprt Essentials Terms f Service PAGE 7 Ntify us f any planned additins r remvals f cvered devices. Maintain all relevant prerequisites in place during the term f the Service as utlined during the Service Onbarding prcess. Security Management Infrmatin Security: Yu are respnsible fr ensuring adequate prtectin f the infrmatin systems, data, cntent r applicatins that are cvered by the Service. This includes, but is nt limited t, any level f patching, security fixes, data encryptin, access cntrls, rles and permissins granted t yur internal, external, r third party users, etc. Netwrk Security: Yu are respnsible fr the security f the netwrks ver which yu have administrative level cntrl. This includes, but is nt limited t, maintaining effective firewall rules, expsing cmmunicatin prts that are nly necessary t cnduct business, lcking dwn prmiscuus access, etc. Security Mnitring: Yu are respnsible fr the detectin, classificatin, and remediatin f all security events n the yur assciated VM s, perating systems, applicatins, data, r cntent, surfaced thrugh vulnerability scanning tls, r required fr a cmpliance r certificatin prgram in which yu are required t participate. architects f the anyplace wrkspace Versin 1.3 anyplacewrkspace.cm

8 supprt Essentials Terms f Service PAGE 8 Additinal Terms fr Service Onbarding (applies t Service Onbarding Prduct Grup) In rder t ensure a psitive experience with the mnitring service, we have develped a 4 phase apprach t the installatin, turn-up, and tuning f ur mnitring service. We recgnize that the installatin f a mnitring system t an existing envirnment can ften fld yu with false psitive alerts ften leading t alert fatigue. MCPc has develped a phased apprach t help mitigate this affect. Phase I Installatin Phase II Cnfiguratin Phase III Custmizatin Phase IV Stabilizatin Descriptin Prbe installatin Netwrk Discvery Systems Cnfiguratin System Classificatin High level baseline mnitring Applicatin specific mnitring Business critical escalatin Setting client specific alert levels Learning the envirnment Typical Duratin 1 t 3 Days 3 Days t 2 Weeks 1 Day t 4 Weeks 2 Mnths MCPc Respnsibilities MCPc will prvide the fllwing during the Service Onbarding prcess: Implementatin f platfrm cmpnents. MCPc will build r expand the physical servers, physical strage, and physical netwrk devices needed t prvide the Service. Prject Management during the Service Onbarding prcess. A Service Delivery Crdinatr will be assigned t yu during the nbarding prcess. Yur Service Delivery Crdinatr will schedule and facilitate an initial kick ff call with yu t intrduce the service ffering, nbarding prcess, and the team members that will be invlved. During the kick ff call, the team will als review any Service requirements with yu, btain any infrmatin required fr the installatin f the mnitring prbe(s), and establish milestne dates fr cmpletin f tasks. If the scpe f the engagement warrants recurring status update meetings, yur Service Delivery Crdinatr will schedule and facilitate the meetings t ensure the nbarding effrt is cmpleted expeditiusly. Training n cnsles and tls. Yur Service Delivery Crdinatr will schedule a remte training sessin with yu n hw t utilize the varius tls ffered as part f the Service. Custmer Respnsibilities Yu will be respnsible fr the fllwing during the Service Onbarding prcess: Prviding a Windws Server t deply ur mnitring prbe sftware n. Fr each mnitring prbe t be installed, yu must prvide a licensed Windws Server machine. This machine can reside n a physical r virtual machine and n either a dedicated r lw utilizatin server. architects f the anyplace wrkspace Versin 1.3 anyplacewrkspace.cm

9 supprt Essentials Terms f Service PAGE 9 Any Micrsft Windws machines being used as a prbe must have Micrsft.NET 4.0 and Micrsft.NET 2.5 installed fr the prbe sftware t wrk crrectly. Prviding a reliable Internet cnnectin. The mnitring prbe(s) and patching cache servers(s) must be able t cmmunicate with MCPc s central mnitring server in the MCPc datacenter, thus yur firewall must be cnfigured t allw utbund traffic frm the prbe n TCP prt 443 and TCP prt 22. The prbe(s) and cache server(s) must be able t bypass any prxy r cntent filtering system that is between the prbe and public Internet. Prviding netwrk cnnectivity fr the prbe(s) t cmmunicate with the cvered devices. The mnitring prbe(s) must be able t successfully cmmunicate with each f the intended devices that the prbe will be respnsible fr mnitring. Any firewalls, access cntrl lists, r ther security measures in place must be cnfigured t permit traffic between the prbe(s) and the mnitred devices. The patching cache server(s) must be able t successfully cmmunicate with each f the intended devices that the server will be respnsible fr deplying updates r patches t. Any firewalls, access cntrl lists, r ther security measures in place must be cnfigured t permit traffic between the patching cache server(s) and the servers being serviced by the server. All Micrsft Windws servers that are t be mnitred must allw WMI and ICMP frm the prbe(s). If the Micrsft Windws firewall is in use they must be cnfigured with exclusins t allw WMI and ICMP. Prviding adequate user access rights t the cvered devices fr the mnitring prbe(s). A Micrsft Windws dmain accunt with dmain administratr access must be prvided fr the installatin and nging use f the mnitring prbe(s). The preferred name fr this accunt is SRV.MONITOR hwever yu can chse a name that fits within the lcal naming cnventins. This accunt shuld be cnfigured s that the passwrd des nt expire. Fr each VMware ESX r ESXi server t be mnitred, MCPc requires the rt passwrd r a lcal accunt with rt permissins. Prviding SNMP Cnnectivity fr each cvered device. Fr any netwrk device that supprts SNMP, a Read-Only (RO) SNMP cmmunity string must be prvided and access rules frm ur prbe(s) must be in place. Fr each physical server that is intended t be mnitred, the hardware manufactures tls must be installed and cnfigured fr SNMP. Fr each Linux/Unix server that is intended t be mnitred, the NET-SNMP packages must be installed and prperly cnfigured. Additinally, a Read-Only (RO) SNMP cmmunity string must be prvided. Prviding access t the backup servers. If Veeam backup jbs are being mnitred, the Veeam server(s) will require Micrsft Windws Management Framewrk 3.0 and PwerShell 3.0 t be installed. Prviding remte assistance, as needed, during the Service Onbarding Prcess. Unless therwise nted, the Service Onbarding Prcess will be perfrmed by ur staff remtely. Yu are expected t prvide remte smart hands r remte netwrk access, as deemed apprpriate by us. Prviding cnfirmatin that all prerequisites are cmpleted. Cnfirmatin t MCPc ten (10) business days prir t the scheduled deplyment f sftware fr ur mnitring prbe(s), patching cache server(s) r ther tls that the facility is accessible and all passwrds and access is granted. architects f the anyplace wrkspace Versin 1.3 anyplacewrkspace.cm

10 supprt Essentials Terms f Service PAGE 10 Additinal Terms fr Onbarding Remte Mnitring (applies t Remte Mnitring Onbarding Grup) MCPc Respnsibilities MCPc will prvide the fllwing during the Service Onbarding prcess: Technical Onbarding fr Remte Mnitring fferings. Once yu have ntified yur Service Delivery Crdinatr that all Service requirements have been met, we will perfrm the fllwing tasks: Cnfigure an entry fr yur rganizatin within the mnitring system Create user accunts fr yur authrized users within the mnitring system Cnfigure an entry fr yur rganizatin within the central management system Cnfigure a client prfile fr yur rganizatin within the central management system which details ntificatin & escalatin prcedures Assist in determining the ptimal number and netwrk placement f the required prbe(s) Remtely install the mnitring prbe(s) n the yur netwrk Perfrm initial netwrk discvery f devices via the mnitring prbe(s) Cnfigure discvered devices in ur mnitring system with services and threshlds based n device Cnfigure mnitring system ntificatin & escalatin lists Custmer Respnsibilities N additinal respnsibilities defined at this time. architects f the anyplace wrkspace Versin 1.3 anyplacewrkspace.cm

11 supprt Essentials Terms f Service PAGE 11 Additinal Terms fr Onbarding CCDS (applies t SKUs starting with MSO-ESSE-TOB-CCDS...) MCPc Respnsibilities MCPc will prvide the fllwing during the Service Onbarding prcess: Onbarding fr Circuit Carrier Dispatch ffering. During the nbarding prcess, if yu elect the ptinal Circuit Carrier Dispatch Service, we will wrk with yu t gather the required infrmatin necessary t dcument the WAN envirnment frm a circuit perspective including, but nt limited t, the fllwing: Carriers Circuit IDs Carrier Supprt Numbers Site Addresses Site Cntacts Yur Service Delivery Crdinatr will wrk with yu t determine the apprpriate trubleshting steps and escalatin prcedures that yu desire in the event f a circuit issue. Yur Service Delivery Crdinatr will als wrk with yu t secure the prper Letters f Agency (LOA) s that supprt tickets can be prperly pened with yur Carrier(s). Custmer Respnsibilities Yu will be respnsible fr the fllwing during the Service Onbarding prcess: Prviding apprpriate supprt authrizatin fr Carrier vendrs. Fr any Carrier Circuit where we prvide remte trubleshting r dispatch services fr, yu must prvide an apprpriate Letter f Authrizatin (LOA) fr us t pen supprt incidents n yur behalf. architects f the anyplace wrkspace Versin 1.3 anyplacewrkspace.cm

12 supprt Essentials Terms f Service PAGE 12 Additinal Terms fr Onbarding Practive Supprt (applies t Practive Supprt Onbarding Grup) MCPc Respnsibilities MCPc will prvide the fllwing during the Service Onbarding prcess: Assignment f a Primary and Secndary Cntinuus Supprt Engineer (CSE) fr Practive Supprt fferings. A Primary and Secndary CSE will be assigned during the Service Onbarding prcess by yur Service Delivery Crdinatr. Yur Primary and Secndary CSE will participate in the kick ff meeting, as well as any status update meetings t ensure that yur Service is cnfigured apprpriately. Once Remte Mnitring is in place t supprt yur Practive Supprt fr Cisc Netwrk Devices r fr Micrsft Servers, yur Primary CSE will wrk with yu t define the fllwing: Apprpriate Prescriptive Respnses t Alerts Apprpriate Recurring Preventative Maintenance Schedule Integratin with yur Change Management Prcess Mutually agreed Patch Management prcess Custmer Respnsibilities Yu will be respnsible fr the fllwing during the Service Onbarding prcess: Prvide apprpriate Windws Servers t deply ur patching cache server(s) n. Depending upn the size f the envirnment and the netwrk cnnectivity between the varius lcatins that cntain servers t be updated, MCPc persnnel may recmmend multiple patching cache servers t be deplyed thrughut the envirnment t facilitate and efficient and scalable deplyment f the updates. Fr each patching cache server t be installed, yu must prvide a licensed Windws Server machine. This machine can reside n a physical r virtual machine. The server will need sufficient free disk space t accmmdate the patches t be delivered; we typically recmmend 250GB but nte that this requirement can grw ver time. Prviding apprpriate supprt authrizatin fr OEM and Sftware vendrs. Fr any netwrk device r server where we prvide remte trubleshting r sftware update services, the cvered device must be under a valid warranty r supprt cntract with the manufacturer (i.e. SmartNet r SmartCare). Additinally, yu must prvide an apprpriate LOA fr us t pen supprt incidents n yur behalf, as necessary. architects f the anyplace wrkspace Versin 1.3 anyplacewrkspace.cm

13 supprt Essentials Terms f Service PAGE 13 Additinal Terms fr Prgram Services (applies t Prgram Services Grup) MCPc Respnsibilities MCPc will prvide the fllwing n an nging basis during the term f the agreement: Ntificatin f Mnitred Events 24x7x365 ntificatin f events via r telephne call Service Level Management Maintain ntificatin escalatin lists Prvide Mnthly Screcard Reprt identifying cvered devices, alerts raised during the mnth, and key perfrmance metrics Maintain service ticket histry fr all incidents, including time f alert, time f custmer ntificatin, and any ntes related t the incident Technical Reviews Cmpile review f all incidents and perfrm trend analysis fr the prir perid Cmpile perfrmance metrics and perfrm capacity trending analysis Review current hardware/sftware envirnment fr upcming lifecycle events (EOS/EOL) Present findings and deliver recmmendatins fr system imprvements Custmer Respnsibilities N additinal respnsibilities defined at this time. Additinal Terms fr Fundatin Level Services (applies t SKUs starting with MSO-ESSE-PROG-FND...) MCPc Respnsibilities Semi-Annual Technical Reviews Deliver Technical Review every 6 mnths Custmer Respnsibilities N additinal respnsibilities defined at this time. Additinal Terms fr Enhanced Level Services (applies t SKUs starting with MSO-ESSE-PROG-ENH...) MCPc Respnsibilities Quarterly Technical Reviews Deliver Technical Review every 3 mnths Custmer Respnsibilities N additinal respnsibilities defined at this time. architects f the anyplace wrkspace Versin 1.3 anyplacewrkspace.cm

14 supprt Essentials Terms f Service PAGE 14 Additinal Terms fr Remte Mnitring (applies t Remte Mnitring Grup) Essentials can deliver real-time mnitring, alerting, ntificatins, and reprting f yur critical IT assets thus reducing system dwntime and lss f emplyee prductivity. Our team f knwledgeable and experienced analysts is available 24x7x365 t ensure yur cre assets are available when yu need them. MCPc Respnsibilities MCPc will prvide the fllwing n an nging basis during the term f the agreement: 24x7 Real-time mnitring f cvered devices Mnitring f up/dwn state Mnitring f hardware status Mnitring f perating system / firmware patch status Mnitring f CPU/memry/disk/services/prcesses 24x7 Triage and Event Ntificatin fr cvered devices Detectin, classificatin, recrding, and ntificatin f errr cnditins as mutually agreed during the Service Onbarding Prcess. Remte Mnitring Wrkflw Custmer Respnsibilities N additinal respnsibilities defined at this time. architects f the anyplace wrkspace Versin 1.3 anyplacewrkspace.cm

15 supprt Essentials Terms f Service PAGE 15 Additinal Terms fr Practive Supprt (applies t Practive Supprt Grup) When yu require a level f supprt fr devices that ges beynd Remte Mnitring, MCPc ffers this Practive Supprt ptin. With this service ptin, yu have access t a Primary Cntinuus Supprt Engineer (CSE), wh will serve as the lead engineer and technical accunt manager fr yur envirnment. MCPc Respnsibilities MCPc will prvide the fllwing n an nging basis during the term f the agreement: 24x7 Real-time mnitring f cvered devices Mnitring f up/dwn state Mnitring f hardware status Mnitring f perating system / firmware patch status Mnitring f CPU/memry/disk/services/prcesses 24x7 Triage and Event Ntificatin fr cvered devices Detectin, classificatin, recrding, and ntificatin f errr cnditins as mutually agreed during the Service Onbarding Prcess. Change Management Prcesses and prcedures t install security ht fixes, service packs, and firmware upgrades as mutually agreed during the Service Onbarding Prcess. Mnthly Patch Ntificatin Wrkflw architects f the anyplace wrkspace Versin 1.3 anyplacewrkspace.cm

16 supprt Essentials Terms f Service PAGE 16 Custmer Respnsibilities Yu will be respnsible fr the fllwing during the term f the agreement: Prviding adequate user access rights t the cvered MCPc managed services persnnel must be supplied with privileged administratr lgin credentials fr each f the cvered devices. Change Management Perfrming any due diligence related t the fitness and cmpatibility f the recmmended updates with the varius applicatins that are installed in yur envirnment. Shuld a third party applicatin nt be cmpatible with a deplyed patch and require remediatin, we can wrk at yur directin t rll back r remve the update n a Time and Materials basis architects f the anyplace wrkspace Versin 1.3 anyplacewrkspace.cm

17 supprt Essentials Terms f Service PAGE 17 Additinal Terms fr Practive Supprt fr Cisc (applies t SKUs starting with MSO-ESSE-PSUP-PCND...) MCPc Respnsibilities MCPc will prvide the fllwing n an nging basis during the term f the agreement: Preventative Maintenance Perfrm predefined prescriptins fr preventative maintenance n a recurring basis as mutually agreed during the Service Onbarding Prcess. Current prescriptins include, but are nt limited t: Scheduled Device Rebts Backup f Netwrk Device Cnfiguratins Netwrk Device Capacity Planning Review f Netwrk Device Event Lgs Audit f Netwrk Device Mnitring Threshlds & Ntificatins DHCP Netwrk Service Audit DNS Cnfiguratin Audit Prblem Management 24x7 respnse t alerts generated via MCPc s mnitring slutin n the cvered devices in accrdance with a predetermined prtcl established and agreed t by yu and yur Primary CSE. This respnse includes: Perfrming a call ntificatin and escalatin tree Attempting t rebt the device Attempting t shut dwn r restart an interface Practive Supprt fr Cisc Netwrk Devices Wrkflw architects f the anyplace wrkspace Versin 1.3 anyplacewrkspace.cm

18 supprt Essentials Terms f Service PAGE 18 Change Management On a mnthly basis, review relevant Cisc PSIRT Ntificatin Summaries and recmmend updates. Perfrm recmmended firmware updates as mutually agreed during the Service Onbarding Prcess. Perfrm cnfiguratin backups and maintain at least three checkpints. Custmer Respnsibilities Assist in Trubleshting Issues Yu agree t use the latest release f Cisc Sftware, where yu have been advised that this will crrect a reprted Cisc Sftware prblem. Prvide On-Site Supprt during updates During any device firmware update r upgrade, prvide Smart Hands supprt n-site at the device lcatin Perfrm Cnfiguratin Restratin Perfrm any device cnfiguratin restratin frm the backups prvided by MCPc architects f the anyplace wrkspace Versin 1.3 anyplacewrkspace.cm

19 supprt Essentials Terms f Service PAGE 19 Additinal Terms fr Practive Supprt fr Micrsft (applies t SKUs starting with MSO-ESSE-PSUP-PSMS...) MCPc Respnsibilities MCPc will prvide the fllwing n an nging basis during the term f the agreement: Preventative Maintenance Perfrm predefined prescriptins fr preventative maintenance n a recurring basis as mutually agreed during the Service Onbarding Prcess. Current prescriptins include, but are nt limited t: Disk Drive Maintenance: Check Disk, Defragment Cleanup f Temprary & Lg Files Review f Server Event Lgs Mnitring f Backup Jbs fr Errrs Audit f Server Mnitring Threshlds & Ntificatins Prblem Management 24x7 respnse t alerts generated via MCPc s mnitring slutin n the cvered devices in accrdance with a predetermined prtcl established and agreed t by yu and yur Primary CSE. This respnse includes: Perfrming a call ntificatin and escalatin tree Attempting t rebt the device Attempting t restart a service Attempting t clear space n a hard drive by deleting predefined files / directries (cache, temp, etc.) as directed by yu during the nbarding prcess Stpping a runaway prcess Practive Supprt fr Micrsft Servers Wrkflw architects f the anyplace wrkspace Versin 1.3 anyplacewrkspace.cm

20 supprt Essentials Terms f Service PAGE 20 Change Management On a mnthly basis, review relevant Micrsft Security Bulletins and recmmend updates. Perfrm recmmended updates as mutually agreed during the Service Onbarding Prcess. Patching Prcess fr Micrsft Servers Wrkflw Custmer Respnsibilities N additinal respnsibilities defined at this time. architects f the anyplace wrkspace Versin 1.3 anyplacewrkspace.cm

21 supprt Essentials Terms f Service PAGE 21 Additinal Terms fr Circuit Carrier Dispatch Services (applies t Circuit Carrier Dispatch Service Grup) MCPc Respnsibilities MCPc will prvide the fllwing n an nging basis during the term f the agreement: Prblem Management Mnitr third party data circuits terminated n cvered ruters Prvide ntificatin and escalatin f events related t cvered circuits Perfrm initial triage in an attempt t determine if the issue is an internal netwrk issue r an issue with the carrier Cntact the carrier s service center and pen a service ticket n yur behalf if it is determined that the issue will likely require the assistance f the carrier t reslve the issue Dcument all interactins with the carrier (including peratr name and the carrier s truble ticket number) in ticketing system Custmer Respnsibilities Prblem Management Wrk with the carrier t reslve the pened ticket architects f the anyplace wrkspace Versin 1.3 anyplacewrkspace.cm

22 supprt Essentials Terms f Service PAGE 22 Additinal Terms fr MACD Incident Packs (applies t SKUs starting with MSO-ESSE-MACD...) MCPc Respnsibilities Fr services prvided as part f a Mve/Add/Change/Delete (MACD) Request Pack, MCPc will prvide the fllwing: Change Management Prcesses and prcedures t perfrm the requested change within the scpe f the current supprt Essentials MACD Cvered Tasks dcument Custmer Respnsibilities Yu will be respnsible fr the fllwing with respect t any changes made as part f a MACD Request: Prvide Administrative Access MCPc managed services persnnel must be supplied with privileged administratr lgin credentials fr the devices t be serviced. Change Management Perfrming any due diligence related t the fitness r cmpatibility f change with respect t the varius applicatins that are installed in yur envirnment. Shuld a third party applicatin nt be cmpatible with a deplyed patch and require remediatin, we can wrk at yur directin t rll back r remve the update n a Time and Materials basis architects f the anyplace wrkspace Versin 1.3 anyplacewrkspace.cm

23 supprt Essentials Terms f Service PAGE 23 Service Level Agreement Service Respnse Time The Service Level Objective (SLA) fr Service Respnse Time will be per the Satisfy Metric listed belw n a per device basis, measured mnthly, nt t include Planned Maintenance perids. Shuld MCPc fail t meet this SLA, as defined in the Service Level Requirements sectin, MCPc will credit the Custmer's accunt fr such perid in an amunt as utlined in the Service Level Remedies sectin listed belw up t a maximum credit f 25% f the fees assciated with the mnthly measurement perid. Planned Maintenance Perid. MCPc reserves the right t perfrm regularly scheduled maintenance in accrdance with a mutually agreed upn schedule ( Planned Maintenance ). The Parties agree t negtiate in gd faith fr a different maintenance time if the negtiated scheduled Planned Maintenance interferes with the Custmer s use f the Service. Definitin and Reprting Service Respnse Time Definitin Start Date A measurement f time between when a mnitred service r device exceeds a defined errr cnditin and when MCPc ntifies Custmer f that errr cnditin. Measurement f Service Respnse Time shall begin n the 1st calendar day f the mnth fllwing the Operatinal Date fr an implemented Service. Methd Data Capture Based n a per mnitred device mdel, MCPc shall investigate any ntificatin failure raised by Custmer. Service Respnse Time is measured frm the time that a service ticket is created by the netwrk mnitring system identifying the errr t the time that the Custmer is ntified using the prcedure(s) mutually agreed upn during the Service Onbarding prcess. Measurement Interval Reprt Creatin Reprting Perid Mnthly Respnsibility Custmer Mnthly within ten (10) business days fllwing the end f each mnth Service Level Characteristics Calculatin (as a Frmula) ( Time f Ntificatin t Custmer ) ( Errr Service Ticket Creatin Time ) = Service Respnse Time. architects f the anyplace wrkspace Versin 1.3 anyplacewrkspace.cm

24 supprt Essentials Terms f Service PAGE 24 Service Level Requirements Service Level Requirements Under Achieve Metric Satisfy Metric Exceed Metric Remedy (fr failure t Satisfy SLA) A respnse time greater than 30 minutes shall indicate that MCPc has failed t satisfy this metric. A respnse time f 30 minutes shall indicate that MCPc has satisfied this Metric. A respnse time f 29 minutes r less shall indicate that MCPc exceeds expectatins f this Metric. Shuld MCPc fail t Satisfy the requirement, MCPc hereby agrees t the fllwing credits as utlined belw Remedy 30 minutes r less 0% Credit % Mre than 30 minutes 100% f that device Terminatin fr Cause Material breach cause fr terminatin prvisins, whereupn n early terminatin fee is applied, may be triggered under ne f the fllwing cnditins. Credits Exceed 25% f Cntract Value Credits Issued in 2 Cnsecutive Mnths (a) the ttal amunt f credits issued in any given mnth equals 25% f the mnthly recurring cntract value r; (b) SLA Credits are issued in tw cnsecutive mnths. At n pint will MCPc s liability fr Service Respnse Time exceed the mnthly service fees. architects f the anyplace wrkspace Versin 1.3 anyplacewrkspace.cm

25 supprt Essentials Terms f Service PAGE 25 Summary f Changes Date Versin Histry Actin Descriptin f Change 14-Oct-2014 Change Versin 1.2 t Versin 1.3 Edits Minr edits t part numbers & prgram levels. 08-Oct-2014 Change Versin 1.1 t Versin 1.2 Edits Minr edits t reference Exhibit D r existing MSA in Overview. 01-Oct-2014 Change Versin 1 t Versin 1.1 Edits Minr edits t remve redundant language in Overview. 25-Sep-2014 Create Versin 1 Creatin Initial Dcument Creatin architects f the anyplace wrkspace Versin 1.3 anyplacewrkspace.cm