Common use of Impact Level Description Response Time Clause in Contracts

Impact Level Description Response Time. Response Method Category 1 Critical Initiated by total unavailability of the service 1 Business Day Telephone/Email/ Remote Session Category 2 Urgent The problem has a significant impact on a individual site and/or local service operation 2 Business Days Telephone/Email/ Remote Session Category 3 General The problem has little or no impact on the site and/or the service 5 Business Days Telephone/Email/ Remote Session Category 4 Question General enquiry/question about the system 8 Business Days Telephone/Email/ Remote Session Category 5 Change Requests Changes to the original design specification 8 Weeks (Small changes) Summer Roll- over (large changes) Telephone/Email/ Remote Session The following products are within the technical support scope: • Office 365 SharePoint sites • Class and Department Teams (Silver and Salamander SharePoint only) • Teams Class Notebook (Silver and Salamander SharePoint only) • School Data Sync (Silver and Salamander SharePoint only) The following areas are within the technical support scope: • Design fixes • Assistance with using SharePoint online (including remote help sessions) • Cloud Design Box MIS integration • Problem solving errors • Logging calls with Microsoft • Installation of third party add-ons* • Fixes and updates to any custom work or solutions provided by Cloud Design Box • Questions about Office 365 users, licensing and groups *Documentation and files must be provided for third party solutions. Training and support on third party software add-ons is not part of the support contract. The following areas are outside of the scope of the support contract but can be provided by the Company with consultancy or training services: • The disaster recovery of Office 365 or any associated supported product • Creation and licensing of users • New SharePoint look and feel designs • DirSync/Azure AD Connect • Custom application configuration • Desktop Applications • Mobile App configurations and connectivity • Backing up or recovery of applications or data • On-premises server support (including Active Directory and Exchange) • Onsite and remote training • Reconfiguration of the SharePoint environment to add/customise components (Search, OneDrive, Websites, App Store) • Information and content architecture consultancy • Direct end user support • Network issues including performance • Server and storage issues including performance • General server maintenance (updates, backups, housekeeping) • Issues caused by Microsoft updates • MIS application and database support A support call may require escalation due to the following reasons – • The response time detailed in this SLA is close to or has been breached • No response from support desk email • A support calls response category needs to be raised Standard Call Logging Procedure Please log your initial support enquiry as detailed in this SLA The Company will respond within the defined response timescales Escalation Procedure Stage 1 If no response has been received from the Company in the defined response time please email the Help Desk again Stage 2 The company will respond to the support enquiry within 4 working hours to a stage 1 escalation Stage 3 If a response has still not been provided within 4 working hours, Xxxx Xxxxxxxx should be contacted directly(contact details below) Stage 4 The call will ensure that a response is given within a prompt and appropriate manner Xxxxx Xxxx Service Desk Manager Xxxxx.Xxxx@xxxxxxxxxxxxxx.xx.xx +00 00000 000000 A change request is an alteration to the agreed design specification provided before the build date. The following are acceptable change request areas for Cloud Box Silver Customers: • Teams (membership changes) • SharePoint permission alterations • New document libraries and links in SharePoint • New SharePoint sites • Adding or removing selected lists and libraries for all subject sites, as well as related navigation • Adding columns to resource libraries for all subject sites • Creating or updating views on resource libraries for all subject sites • Retitling subject sites following a change to a subject title in the MIS • Modernising home pages for all subject sites • Suppressing creation of selected subject sites based on their MIS subject code • Merging MIS data from multiple subjects into one subject e.g. BTEC Sport into PE • Changes to SharePoint permissions based on available AD groups and/or MIS data The following areas are outside the scope of change requests and will be quoted as additional development or consultancy work: • Creating custom sections, sections groups or pages within OneNote notebooks or Class Notebooks • Changes to the SharePoint site behind a Team (besides the files tab) • OneDrive alterations and permissioning • Provisioning class notebooks within Class Teams • Creating additional sites, lists or libraries outside of the defined product • Populating lists or libraries with folders, list items or documents based on MIS data • Using varying designs for subject sites based on subject/department e.g. some subjects using year-based resource libraries while others choose libraries based on Key Stage, or having different columns and views • Creating SharePoint subject sites or class teams when there is no direct MIS data available e.g. a KS3 Art site when no students study Art in KS3. • Creation of Teams not based on School Data Sync and MIS data • Creation of Class Teams for MIS data other than timetabled classes e.g. Tutor groups, Years, Houses • Setting membership of class teams based on MIS data other than class data e.g. HODs and HOYs • Content migration and tagging • Provisioning OneDrives or updating permissions in OneDrive • Custom workflows on lists and libraries • Customisation of data-entry forms • Creation of training sites or class teams for training • Provisioning of channels or folders in the Office 365 Video Portal Change requests require a minimum of 8 weeks’ notice. This is to ensure we have time to setup the changes and test before rolling them out. For large change requests, we require 8 weeks’ notice, and these can only be carried out over the summer months (July – August) to coincide with new student intakes. Cloud Design Box will make the judgement depending on the amount of time required to make the change request and the disruption to the users. • To provide appropriate support of the supported services in accordance with this SLA • To respond to support requests in a professional and timely manner in accordance with this SLA • During the support incident resolution process the Client may be requested to carry out certain tasks in order for progress to be made – this must be carried out within a reasonable time and feedback given to the Company as soon as possible. • Maintain and operate any locally installed software in a proper and prudent manner in accordance with such advice and instructions as the Company may issue from time to time, and allow its use by competent, trained and authorised personnel. • Make available to the Company, without charge, any information or facilities to enable the Company to discharge its obligations under this Agreement including, but not limited to, computer print-outs, photocopies of documents, screen shots taken of the application, provided always the Company shall hold as confidential any such information provided by the Client. • Appoint a single Point of Contact for exchange of communications with the Company • Where communications are sent to the Company Help Desk by the Client that are not from the person(s) appointed such requests will not be deemed to have been authorised and will be referred to the Client contact for confirmation of action. • Be responsible for ensuring the software is used for the purpose intended

Impact Level Description Response Time. Response Method Category 1 Critical Initiated by total unavailability of the service 1 Business Day Telephone/Email/ Remote Session Category 2 Urgent The problem has a significant impact on a individual site and/or local service operation 2 Business Days Telephone/Email/ Remote Session Category 3 General The problem has little or no impact on the site and/or the service 5 Business Days Telephone/Email/ Remote Session Category 4 Question General enquiry/question about the system 8 Business Days Telephone/Email/ Remote Session Category 5 Change Requests Changes to the original design specification 8 Weeks (Small changes) Summer Roll- over (large changes) Telephone/Email/ Remote Session The following products are within the technical support scope: • Office 365 SharePoint sites • Class and Department Teams (Silver and Salamander SharePoint only) • Teams Class Notebook (Silver and Salamander SharePoint only) • Microsoft School Data Sync (Silver and Salamander SharePoint only) OneRoster API for Arbor MIS • Class Team Data Issues • Auto User Account Issues Powered by SDS The following areas are within the technical support scope: • Design fixes • Assistance with using SharePoint online (including remote help sessions) • Cloud Design Box Arbor MIS SDS integration • Problem solving errors • Logging calls with Microsoft • Installation of third party add-ons* for SDS issues • Fixes and updates to any custom work or solutions provided by Cloud Design Box • Questions about Office 365 users, licensing users and groups class group membership *Documentation and files must be provided for third party solutions. Training and support on third party software add-ons is not part of the support contract. The following areas are outside of the scope of the support contract but can be provided by the Company with additional priced consultancy or training services: • The disaster recovery of Office 365 or any associated supported product • Creation Management of user account (resetting passwords and licensing any features that are not available out of users the box with Microsoft School Data Sync account creation) • New SharePoint look and feel designs Teams Design • DirSync/Azure AD Connect • Training and accreditations • Custom application configuration • Desktop Applications • Mobile App configurations and connectivity • Backing up or recovery of applications or data • On-premises server support (including Active Directory and Exchange) • Onsite and remote training • Reconfiguration of the SharePoint environment to add/customise components (Search, OneDrive, Websites, App Store) • Information and content architecture consultancy • Direct end user support • Network issues including performance • Server and storage issues including performance • General server maintenance (updates, backups, housekeeping) • Issues caused by Microsoft updates • MIS application and database support outside of the Arbor class/teacher membership A support call may require escalation due to the following reasons – • The response time detailed in this SLA is close to or has been breached • No response from support desk email • A support calls response category needs to be raised Standard Call Logging Procedure Please log your initial support enquiry as detailed in this SLA The Company will respond within the defined response timescales Escalation Procedure Stage 1 If no response has been received from the Company in the defined response time please email the Help Desk again Stage 2 The company will respond to the support enquiry within 4 working hours to a stage 1 escalation Stage 3 If a response has still not been provided within 4 working hours, Xxxx Xxxxxxxx should be contacted directly(contact details below) Stage 4 The call will ensure that a response is given within a prompt and appropriate manner Xxxxx Xxxx Service Desk Manager Xxxxx.Xxxx@xxxxxxxxxxxxxx.xx.xx +00 00000 000000 A change request is an alteration to the agreed design specification provided before the build date. The following are acceptable change request areas for Clients: • New Office 365 tenant • Adding additional schools • Changes to SDS profile settings • Academic year rollover and archiving old class teams The following features are available in the Cloud Box Silver CustomersSilver, Gold and Platinum packages (but are not included in Arbor MIS Enterprise Microsoft SDS Partner Support: • Teams (membership changes) • SharePoint permission alterations • New document libraries and links in SharePoint • New Auto create long term subject resource Teams/SharePoint sites • Adding or removing selected lists Automate class team creation from SDS office 365 groups • Add tabs to class teams for long term subject year group resources • Create secure drop off folders for each student in each class team • Provide a class dashboard to jump straight into the relevant Teams and libraries Class Notebook areas • Create a SharePoint intranet for all communication resources and collaboration teams • Provision staff department teams with a channel for each subject sites, as well as related navigation • Adding columns Ability to resource libraries for all subject attach long term resources to class assignments • Cloud service to provision additional communication and team sites • Creating or updating views on resource libraries for all subject sites Class cover and drop-in features • Retitling subject sites following a change to a subject title in Proactively manage the MIS end of year rollover process • Modernising home pages for all subject sites Provide whole school team assignment analytics • Suppressing creation of selected subject sites based on their MIS subject code Provide teacher onsite/online training workshops, rollout plans and user adoption reports (Gold and Platinum) • Merging MIS data from multiple subjects into one subject e.g. BTEC Sport into PE Self-Service CPD Portal (Platinum and Gold) • Changes to SharePoint permissions based on available AD groups and/or MIS data And much more The following areas are outside the scope of change requests and will be quoted as additional development or consultancy work: . • Creating custom sections, sections groups or pages within OneNote notebooks or Class Notebooks • Changes to the SharePoint site behind a Team (besides the files tab) • OneDrive alterations and permissioning • Provisioning class notebooks within Class Teams • Creating additional sites, lists or libraries outside of the defined product • Populating lists or libraries with folders, list items or documents based on MIS data • Using varying designs for subject sites based on subject/department e.g. some subjects using year-based resource libraries while others choose libraries based on Key Stage, or having different columns and views • Creating SharePoint subject sites or class teams when there is no direct MIS data available e.g. a KS3 Art site when no students study Art in KS3. • Creation of Teams not based on School Data Sync and MIS data • Creation of Class Teams for MIS data other than timetabled classes e.g. Tutor groups, Years, Houses • Setting membership of class teams based on MIS data other than class data e.g. HODs and HOYs • Content migration and tagging • Provisioning OneDrives or updating permissions in OneDrive • Custom workflows on lists and libraries • Customisation of data-entry forms • Creation of training sites or class teams for training • Provisioning of channels or folders in the Office 365 Video Portal Change requests require a minimum of 8 weeks’ notice. This is to ensure we have time to setup the changes and test before rolling them out. For large change requests, we require 8 weeks’ notice, and these can only be carried out over the summer months (July – August) to coincide with new student intakes. Cloud Design Box will make the judgement depending on the amount of time required to make the change request and the disruption to the users. • To provide appropriate support of the supported services in accordance with this SLA • To respond to support requests in a professional and timely manner in accordance with this SLA • During the support incident resolution process the Client may be requested to carry out certain tasks in order for progress to be made – this must be carried out within a reasonable time and feedback given to the Company as soon as possible. • Maintain and operate any locally installed software in a proper and prudent manner in accordance with such advice and instructions as the Company may issue from time to time, and allow its use by competent, trained and authorised personnel. • Make available to the Company, without charge, any information or facilities to enable the Company to discharge its obligations under this Agreement including, but not limited to, computer print-outs, photocopies of documents, screen shots taken of the application, provided always the Company shall hold as confidential any such information provided by the Client. • Appoint a single Point of Contact for exchange of communications with the Company • Where communications are sent to the Company Help Desk by the Client that are not from the person(s) appointed such requests will not be deemed to have been authorised and will be referred to the Client contact for confirmation of action. • Be responsible for ensuring the software is used for the purpose intended

Impact Level Description Response Time. Response Method Category 1 Critical Initiated by total unavailability of the service 1 Business Day Telephone/Email/ Remote Session Category 2 Urgent The problem has a significant impact on a individual site and/or local service operation 2 Business Days Telephone/Email/ Remote Session Category 3 General The problem has little or no impact on the site and/or the service 5 Business Days Telephone/Email/ Remote Session Category 4 Question General enquiry/question about the system 8 Business Days Telephone/Email/ Remote Session Category 5 Change Requests Changes to the original design specification 8 Weeks (Small changes) Summer Roll- over (large changes) Telephone/Email/ Remote Session The following products are within the technical support scope: • Office 365 SharePoint sites • Class and Department Teams (Silver and Salamander SharePoint only) • Teams Class Notebook (Silver and Salamander SharePoint only) • School Data Sync (Silver and Salamander SharePoint only) The following areas are within the technical support scope: • Design fixes • Assistance with using SharePoint online (including remote help sessions) • Cloud Design Box MIS integration • Problem solving errors • Logging calls with Microsoft • Installation of third party add-ons* • Fixes and updates to any custom work or solutions provided by Cloud Design Box • Questions about Office 365 users, licensing and groups *Documentation and files must be provided for third party solutions. Training and support on third party software add-ons is not part of the support contract. The following areas are outside of the scope of the support contract but can be provided by the Company with consultancy or training services: • The disaster recovery of Office 365 or any associated supported product • Creation and licensing of users • New SharePoint look and feel designs • DirSync/Azure AD Connect • Custom application configuration • Desktop Applications • Mobile App configurations and connectivity • Backing up or recovery of applications or data • On-premises server support (including Active Directory and Exchange) • Onsite and remote training • Reconfiguration of the SharePoint environment to add/customise components (Search, OneDrive, Websites, App Store) • Information and content architecture consultancy • Direct end user support • Network issues including performance • Server and storage issues including performance • General server maintenance (updates, backups, housekeeping) • Issues caused by Microsoft updates • MIS application and database support A support call may require escalation due to the following reasons – • The response time detailed in this SLA is close to or has been breached • No response from support desk email • A support calls response category needs to be raised Standard Call Logging Procedure Please log your initial support enquiry as detailed in this SLA The Company will respond within the defined response timescales Escalation Procedure Stage 1 If no response has been received from the Company in the defined response time please email the Help Desk again Stage 2 The company will respond to the support enquiry within 4 working hours to a stage 1 escalation Stage 3 If a response has still not been provided within 4 working hours, Xxxx Xxxxxxxx should be contacted directly(contact details below) Stage 4 The call will ensure that a response is given within a prompt and appropriate manner Xxxxx Xxxx Service Desk Manager Xxxxx.Xxxx@xxxxxxxxxxxxxx.xx.xx +00 00000 000000 A change request is an alteration to the agreed design specification provided before the build date. The following are acceptable change request areas for Cloud Box Silver Customers: • Teams (membership changes) • SharePoint permission alterations • New document libraries and links in SharePoint • New SharePoint sites • Adding or removing selected lists and libraries for all subject sites, as well as related navigation • Adding columns to resource libraries for all subject sites • Creating or updating views on resource libraries for all subject sites • Retitling subject sites following a change to a subject title in the MIS • Modernising home pages for all subject sites • Suppressing creation of selected subject sites based on their MIS subject code • Merging MIS data from multiple subjects into one subject e.g. BTEC Sport into PE • Changes to SharePoint permissions based on available AD groups and/or MIS data The following areas are outside the scope of change requests and will be quoted as additional development or consultancy work: • Creating custom sections, sections groups or pages within OneNote notebooks or Class Notebooks • Changes to the SharePoint site behind a Team (besides the files tab) • OneDrive alterations and permissioning • Provisioning class notebooks within Class Teams • Creating additional sites, lists or libraries outside of the defined product • Populating lists or libraries with folders, list items or documents based on MIS data • Using varying designs for subject sites based on subject/department e.g. some subjects using year-based resource libraries while others choose libraries based on Key Stage, or having different columns and views • Creating SharePoint subject sites or class teams when there is no direct MIS data available e.g. a KS3 Art site when no students study Art in KS3. • Creation of Teams not based on School Data Sync and MIS data • Creation of Class Teams for MIS data other than timetabled classes e.g. Tutor groups, Years, Houses • Setting membership of class teams based on MIS data other than class data e.g. HODs and HOYs • Content migration and tagging • Provisioning OneDrives or updating permissions in OneDrive • Custom workflows on lists and libraries • Customisation of data-entry forms • Creation of training sites or class teams for training • Provisioning of channels or folders in the Office 365 Video Portal Change requests require a minimum of 8 weeks’ notice. This is to ensure we have time to setup the changes and test before rolling them out. For large change requests, we require 8 weeks’ notice, and these can only be carried out over the summer months (July – August) to coincide with new student intakes. Cloud Design Box will make the judgement depending on the amount of time required to make the change request and the disruption to the users. • To provide appropriate support of the supported services in accordance with this SLA • To respond to support requests in a professional and timely manner in accordance with this SLA • During the support incident resolution process the Client may be requested to carry out certain tasks in order for progress to be made – this must be carried out within a reasonable time and feedback given to the Company as soon as possible. • Maintain and operate any locally installed software in a proper and prudent manner in accordance with such advice and instructions as the Company may issue from time to time, and allow its use by competent, trained and authorised personnel. • Make available to the Company, without charge, any information or facilities to enable the Company to discharge its obligations under this Agreement including, but not limited to, computer print-outs, photocopies of documents, screen shots taken of the application, provided always the Company shall hold as confidential any such information provided by the Client. • Appoint a single Point of Contact for exchange of communications with the Company • Where communications are sent to the Company Help Desk by the Client that are not from the person(s) appointed such requests will not be deemed to have been authorised and will be referred to the Client contact for confirmation of action. • Be responsible for ensuring the software is used for the purpose intended

Impact Level Description Response Time. Response Method Category 1 Critical Initiated by total unavailability of the service 1 Business Day Telephone/Email/ Remote Session Category 2 Urgent The problem has a significant impact on a individual site and/or local service operation 2 Business Days Telephone/Email/ Remote Session Category 3 General The problem has little or no impact on the site and/or the service 5 Business Days Telephone/Email/ Remote Session Category 4 Question General enquiry/question about the system 8 Business Days Telephone/Email/ Remote Session Category 5 Change Requests Changes to the original design specification 8 Weeks (Small changes) Summer Roll- over (large changes) Telephone/Email/ Remote Session The following products are within the technical support scope: • Office 365 SharePoint sites • Class and Department Teams (Silver and Salamander SharePoint only) • Teams Class Notebook (Silver and Salamander SharePoint only) • Microsoft School Data Sync (Silver and Salamander SharePoint only) OneRoster API for Arbor MIS • Class Team Data Issues • Auto User Account Issues Powered by SDS The following areas are within the technical support scope: • Design fixes • Assistance with using SharePoint online (including remote help sessions) • Cloud Design Box Arbor MIS SDS integration • Problem solving errors with the Arbor MIS SDS integration • Logging calls with Microsoft • Installation of third party add-ons* for SDS issues • Fixes and updates to any custom work or solutions provided by Cloud Design Box • Questions about Office 365 users, licensing users and groups *Documentation and files must be provided for third party solutions. Training and support on third party software add-ons is not part of the support contract. class group membership The following areas are outside of the scope of the support contract but can be provided by the Company with consultancy or training servicescontract: • The disaster Disaster recovery of Office 365 or any associated supported product • Creation and licensing of users • New Creation of groups, beyond those created as part of the CDB Product installation • SharePoint look and feel designs • DirSync/Azure AD Connect • Custom application configuration • Desktop Applications • Mobile App configurations and connectivity • Backing up or recovery of applications or data • On-premises server support (including Active Directory and Exchange) • Onsite and remote training Policies for Teams • Reconfiguration of the SharePoint environment to add/customise components (Search, OneDrive, Websites, App Store) • Information and content architecture consultancy • Direct end user support • Network issues including performance • Server and storage issues including performance • General server maintenance (updates, backups, housekeeping) • Issues caused by Microsoft updates • MIS application and database support • Microsoft Power Platform development, including Power Apps, Power Automate, Forms, Power BI and Dataverse. A support call may require escalation due to the following reasons – • The response time detailed in this SLA is close to or has been breached • No response from support desk email • A support calls response category needs to be raised Standard Call Logging Procedure Please log your initial support enquiry as detailed in this SLA The Company will respond within the defined response timescales Escalation Procedure Stage 1 If no response has been received from the Company in the defined response time please email the Help Desk again Stage 2 The company will respond to the support enquiry within 4 working hours to a stage 1 escalation Stage 3 If a response has still not been provided within 4 working hours, Xxxx Xxxxxxxx the support case manager should be contacted directly(contact details below) Stage 4 The call will ensure that a response is given within a prompt and appropriate manner Xxxxx Xxxx Service Desk Support Case Manager Xxxxx.Xxxx@xxxxxxxxxxxxxx.xx.xx XXX@xxxxxxxxxxxxxx.xx.xx +00 00000 000000 A change request is an alteration to the agreed design specification provided before the build date. The following are acceptable change request areas for Clients: • New Office 365 tenant • Changes to SDS profile settings • Academic year rollover and archiving old class teams The following features are available in the Cloud Box Silver CustomersSilver, Gold and Platinum packages but are not included in Arbor MIS Enterprise Microsoft SDS Partner Support: • Teams (membership changes) • SharePoint permission alterations • New document libraries and links in SharePoint • New Auto create long term subject resource Teams/SharePoint sites • Adding or removing selected lists and libraries for all subject sites, as well as related navigation Automate class team creation from SDS office 365 groups • Adding columns Add tabs to resource libraries for all subject sites • Creating or updating views on resource libraries for all subject sites • Retitling subject sites following a change to a subject title in the MIS • Modernising home pages for all subject sites • Suppressing creation of selected subject sites based on their MIS subject code • Merging MIS data from multiple subjects into one subject e.g. BTEC Sport into PE • Changes to SharePoint permissions based on available AD groups and/or MIS data The following areas are outside the scope of change requests and will be quoted as additional development or consultancy work: • Creating custom sections, sections groups or pages within OneNote notebooks or Class Notebooks • Changes to the SharePoint site behind a Team (besides the files tab) • OneDrive alterations and permissioning • Provisioning class notebooks within Class Teams • Creating additional sites, lists or libraries outside of the defined product • Populating lists or libraries with folders, list items or documents based on MIS data • Using varying designs for subject sites based on subject/department e.g. some subjects using year-based resource libraries while others choose libraries based on Key Stage, or having different columns and views • Creating SharePoint subject sites or class teams when there is no direct MIS data available e.g. a KS3 Art site when no students study Art in KS3. • Creation of Teams not based on School Data Sync and MIS data • Creation of Class Teams for MIS data other than timetabled classes e.g. Tutor groups, Years, Houses • Setting membership of class teams based on MIS data other than class data e.g. HODs and HOYs • Content migration and tagging • Provisioning OneDrives or updating permissions in OneDrive • Custom workflows on lists and libraries • Customisation of data-entry forms • Creation of training sites or class teams for long term subject year group resources • Create secure drop off folders for each student in each class team • Provide a class dashboard to jump straight into the relevant Teams and Class Notebook areas • Create a SharePoint intranet for communication resources and collaboration teams • Provision staff department teams with a channel for each subject • Ability to attach long term resources to class assignments • Cloud service to provision additional communication and team sites • Class cover and drop-in features • Proactively manage the end of year rollover process • Provide whole school team assignment analytics • Provide teacher onsite/online training workshops, rollout plans and user adoption reports (Gold and Platinum) • Provisioning of channels or folders in the Office 365 Video Self-Service CPD Portal (Platinum and Gold) • And much more Change requests require a minimum of 8 weeks’ notice. This is to ensure we have time to setup the changes and test before rolling them out. For large change requests, we require 8 weeks’ notice, and these can only be carried out over the summer months (July – August) to coincide with new student intakes. Cloud Design Box will make the judgement depending on the amount of time required to make the change request and the disruption to the users. • To provide appropriate support of the supported services in accordance with this SLA • To respond to support requests in a professional and timely manner in accordance with this SLA • During the support incident resolution process the Client may be requested to carry out certain tasks in order for progress to be made – this must be carried out within a reasonable time and feedback given to the Company as soon as possible. • Maintain and operate any locally installed software in a proper and prudent manner in accordance with such advice and instructions as the Company may issue from time to time, and allow its use by competent, trained and authorised personnel. • Make available to the Company, without charge, any information or facilities to enable the Company to discharge its obligations under this Agreement including, but not limited to, computer print-outs, photocopies of documents, screen shots taken of the application, provided always the Company shall hold as confidential any such information provided by the Client. • Appoint a single Point of Contact for exchange of communications with the Company • Where communications are sent to the Company Help Desk by the Client that are not from the person(s) appointed such requests will not be deemed to have been authorised and will be referred to the Client contact for confirmation of action. • Be responsible for ensuring the software is used for the purpose intended

Impact Level Description Response Time. Response Method Category 1 Critical Initiated by total unavailability of the service 1 Business Day Telephone/Email/ Remote Session Category 2 Urgent The problem has a significant impact on a individual site and/or local service operation 2 Business Days Telephone/Email/ Remote Session Category 3 General The problem has little or no impact on the site and/or the service 5 Business Days Telephone/Email/ Remote Session Category 4 Question General enquiry/question about the system 8 Business Days Telephone/Email/ Remote Session Category 5 Change Requests Changes to the original design specification 8 Weeks (Small changes) Summer Roll- over (large changes) Telephone/Email/ Remote Session The following products are within the technical support scope: • Office 365 SharePoint sites • Class and Department Teams (Silver and Salamander SharePoint only) • Teams Class Notebook (Silver and Salamander SharePoint only) • Microsoft School Data Sync (Silver and Salamander SharePoint only) OneRoster API for Arbor MIS • Class Team Data Issues • Auto User Account Issues Powered by SDS The following areas are within the technical support scope: • Design fixes • Assistance with using SharePoint online (including remote help sessions) • Cloud Design Box Arbor MIS SDS integration • Problem solving errors • Logging calls with Microsoft • Installation of third party add-ons* for SDS issues • Fixes and updates to any custom work or solutions provided by Cloud Design Box • Questions about Office 365 users, licensing users and groups class group membership *Documentation and files must be provided for third party solutions. Training and support on third party software add-ons is not part of the support contract. The following areas are outside of the scope of the support contract but can be provided by the Company with additional priced consultancy or training services: • The disaster recovery of Office 365 or any associated supported product • Creation Management of user account (resetting passwords and licensing any features that are not available out of users the box with Microsoft School Data Sync account creation) • New SharePoint look and feel designs Teams Design • DirSync/Azure AD Connect • Training and accreditations • Custom application configuration • Desktop Applications • Mobile App configurations and connectivity • Backing up or recovery of applications or data • On-premises server support (including Active Directory and Exchange) • Onsite and remote training • Reconfiguration of the SharePoint environment to add/customise components (Search, OneDrive, Websites, App Store) • Information and content architecture consultancy • Direct end user support • Network issues including performance • Server and storage issues including performance • General server maintenance (updates, backups, housekeeping) • Issues caused by Microsoft updates • MIS application and database support outside of the Arbor class/teacher membership A support call may require escalation due to the following reasons – • The response time detailed in this SLA is close to or has been breached • No response from support desk email • A support calls response category needs to be raised Standard Call Logging Procedure Please log your initial support enquiry as detailed in this SLA The Company will respond within the defined response timescales Escalation Procedure Stage 1 If no response has been received from the Company in the defined response time please email the Help Desk again Stage 2 The company will respond to the support enquiry within 4 working hours to a stage 1 escalation Stage 3 If a response has still not been provided within 4 working hours, Xxxx Xxxxxxxx should be contacted directly(contact details below) Stage 4 The call will ensure that a response is given within a prompt and appropriate manner Xxxxx Xxxxxx Xxxxxxx Operations Manager Xxxxxx.Xxxxxxx@xxxxxxxxxxxxxx.xx.xx (+00)00000 000000 Xxxx Service Desk Manager Xxxxx.Xxxx@xxxxxxxxxxxxxx.xx.xx +00 Xxxxxxxx Director Xxxx.Xxxxxxxx@xxxxxxxxxxxxxx.xx.xx (+00) 00000 000000 (+00) 00000000000 A change request is an alteration to the agreed design specification provided before the build date. The following are acceptable change request areas for Clients: • New Office 365 tenant • Adding additional schools • Changes to SDS profile settings • Academic year rollover and archiving old class teams The following features are available in the Cloud Box Silver CustomersSilver, Gold and Platinum packages (but are not included in Arbor MIS Enterprise Microsoft SDS Partner Support: • Teams (membership changes) • SharePoint permission alterations • New document libraries and links in SharePoint • New Auto create long term subject resource Teams/SharePoint sites • Adding or removing selected lists Automate class team creation from SDS office 365 groups • Add tabs to class teams for long term subject year group resources • Create secure drop off folders for each student in each class team • Provide a class dashboard to jump straight into the relevant Teams and libraries Class Notebook areas • Create a SharePoint intranet for all communication resources and collaboration teams • Provision staff department teams with a channel for each subject sites, as well as related navigation • Adding columns Ability to resource libraries for all subject attach long term resources to class assignments • Cloud service to provision additional communication and team sites • Creating or updating views on resource libraries for all subject sites Class cover and drop-in features • Retitling subject sites following a change to a subject title in Proactively manage the MIS end of year rollover process • Modernising home pages for all subject sites Provide whole school team assignment analytics • Suppressing creation of selected subject sites based on their MIS subject code Provide teacher onsite/online training workshops, rollout plans and user adoption reports (Gold and Platinum) • Merging MIS data from multiple subjects into one subject e.g. BTEC Sport into PE Self-Service CPD Portal (Platinum and Gold) • Changes to SharePoint permissions based on available AD groups and/or MIS data And much more The following areas are outside the scope of change requests and will be quoted as additional development or consultancy work: . • Creating custom sections, sections groups or pages within OneNote notebooks or Class Notebooks • Changes to the SharePoint site behind a Team (besides the files tab) • OneDrive alterations and permissioning • Provisioning class notebooks within Class Teams • Creating additional sites, lists or libraries outside of the defined product • Populating lists or libraries with folders, list items or documents based on MIS data • Using varying designs for subject sites based on subject/department e.g. some subjects using year-based resource libraries while others choose libraries based on Key Stage, or having different columns and views • Creating SharePoint subject sites or class teams when there is no direct MIS data available e.g. a KS3 Art site when no students study Art in KS3. • Creation of Teams not based on School Data Sync and MIS data • Creation of Class Teams for MIS data other than timetabled classes e.g. Tutor groups, Years, Houses • Setting membership of class teams based on MIS data other than class data e.g. HODs and HOYs • Content migration and tagging • Provisioning OneDrives or updating permissions in OneDrive • Custom workflows on lists and libraries • Customisation of data-entry forms • Creation of training sites or class teams for training • Provisioning of channels or folders in the Office 365 Video Portal Change requests require a minimum of 8 weeks’ notice. This is to ensure we have time to setup the changes and test before rolling them out. For large change requests, we require 8 weeks’ notice, and these can only be carried out over the summer months (July – August) to coincide with new student intakes. Cloud Design Box will make the judgement depending on the amount of time required to make the change request and the disruption to the users. • To provide appropriate support of the supported services in accordance with this SLA • To respond to support requests in a professional and timely manner in accordance with this SLA • During the support incident resolution process the Client may be requested to carry out certain tasks in order for progress to be made – this must be carried out within a reasonable time and feedback given to the Company as soon as possible. • Maintain and operate any locally installed software in a proper and prudent manner in accordance with such advice and instructions as the Company may issue from time to time, and allow its use by competent, trained and authorised personnel. • Make available to the Company, without charge, any information or facilities to enable the Company to discharge its obligations under this Agreement including, but not limited to, computer print-outs, photocopies of documents, screen shots taken of the application, provided always the Company shall hold as confidential any such information provided by the Client. • Appoint a single Point of Contact for exchange of communications with the Company • Where communications are sent to the Company Help Desk by the Client that are not from the person(s) appointed such requests will not be deemed to have been authorised and will be referred to the Client contact for confirmation of action. • Be responsible for ensuring the software is used for the purpose intended

Impact Level Description Response Time. Response Method Category 1 Critical Initiated by total unavailability of the service 1 Business Day Telephone/Email/ Remote Session Category 2 Urgent The problem has a significant impact on a individual site and/or local service operation 2 Business Days Telephone/Email/ Remote Session Category 3 General The problem has little or no impact on the site and/or the service 5 Business Days Telephone/Email/ Remote Session Category 4 Question General enquiry/question about the system 8 Business Days Telephone/Email/ Remote Session Category 5 Change Requests Changes to the original design specification 8 Weeks (Small changes) Summer Roll- over (large changes) Telephone/Email/ Remote Session The following products are within the technical support scope: • Office 365 SharePoint sites • Class and Department Teams (Silver and Salamander SharePoint only) • Teams Class Notebook (Silver and Salamander SharePoint only) • Microsoft School Data Sync (Silver and Salamander SharePoint only) OneRoster API for Arbor MIS • Class Team Data Issues • Auto User Account Issues Powered by SDS The following areas are within the technical support scope: • Design fixes • Assistance with using SharePoint online (including remote help sessions) • Cloud Design Box Arbor MIS SDS integration • Problem solving errors with the Arbor MIS SDS integration • Logging calls with Microsoft • Installation of third party add-ons* for SDS issues • Fixes and updates to any custom work or solutions provided by Cloud Design Box • Questions about Office 365 users, licensing users and groups *Documentation and files must be provided for third party solutions. Training and support on third party software add-ons is not part of the support contract. class group membership The following areas are outside of the scope of the support contract but can be provided by the Company with consultancy or training servicescontract: • The disaster Disaster recovery of Office 365 or any associated supported product • Creation and licensing of users • New Creation of groups, beyond those created as part of the CDB Product installation • SharePoint look and feel designs • DirSync/Azure AD Connect • Custom application configuration • Desktop Applications • Mobile App configurations and connectivity • Backing up or recovery of applications or data • On-premises server support (including Active Directory and Exchange) • Onsite and remote training Policies for Teams • Reconfiguration of the SharePoint environment to add/customise components (Search, OneDrive, Websites, App Store) • Information and content architecture consultancy • Direct end user support • Network issues including performance • Server and storage issues including performance • General server maintenance (updates, backups, housekeeping) • Issues caused by Microsoft updates • MIS application and database support • Microsoft Power Platform development, including Power Apps, Power Automate, Forms, Power BI and Dataverse. A support call may require escalation due to the following reasons – • The response time detailed in this SLA is close to or has been breached • No response from support desk email • A support calls response category needs to be raised Standard Call Logging Procedure Please log your initial support enquiry as detailed in this SLA The Company will respond within the defined response timescales Escalation Procedure Stage 1 If no response has been received from the Company in the defined response time please email the Help Desk again Stage 2 The company will respond to the support enquiry within 4 working hours to a stage 1 escalation Stage 3 If a response has still not been provided within 4 working hours, Xxxx Xxxxxxxx should be contacted directly(contact details below) Stage 4 The call will ensure that a response is given within a prompt and appropriate manner Xxxxx Xxxx Service Desk Case Manager Xxxxx.Xxxx@xxxxxxxxxxxxxx.xx.xx +00 00000 000000 A change request is an alteration to the agreed design specification provided before the build date. The following are acceptable change request areas for Clients: • New Office 365 tenant • Changes to SDS profile settings • Academic year rollover and archiving old class teams The following features are available in the Cloud Box Silver CustomersSilver, Gold and Platinum packages but are not included in Arbor MIS Enterprise Microsoft SDS Partner Support: • Teams (membership changes) • SharePoint permission alterations • New document libraries and links in SharePoint • New Auto create long term subject resource Teams/SharePoint sites • Adding or removing selected lists and libraries for all subject sites, as well as related navigation Automate class team creation from SDS office 365 groups • Adding columns Add tabs to resource libraries for all subject sites • Creating or updating views on resource libraries for all subject sites • Retitling subject sites following a change to a subject title in the MIS • Modernising home pages for all subject sites • Suppressing creation of selected subject sites based on their MIS subject code • Merging MIS data from multiple subjects into one subject e.g. BTEC Sport into PE • Changes to SharePoint permissions based on available AD groups and/or MIS data The following areas are outside the scope of change requests and will be quoted as additional development or consultancy work: • Creating custom sections, sections groups or pages within OneNote notebooks or Class Notebooks • Changes to the SharePoint site behind a Team (besides the files tab) • OneDrive alterations and permissioning • Provisioning class notebooks within Class Teams • Creating additional sites, lists or libraries outside of the defined product • Populating lists or libraries with folders, list items or documents based on MIS data • Using varying designs for subject sites based on subject/department e.g. some subjects using year-based resource libraries while others choose libraries based on Key Stage, or having different columns and views • Creating SharePoint subject sites or class teams when there is no direct MIS data available e.g. a KS3 Art site when no students study Art in KS3. • Creation of Teams not based on School Data Sync and MIS data • Creation of Class Teams for MIS data other than timetabled classes e.g. Tutor groups, Years, Houses • Setting membership of class teams based on MIS data other than class data e.g. HODs and HOYs • Content migration and tagging • Provisioning OneDrives or updating permissions in OneDrive • Custom workflows on lists and libraries • Customisation of data-entry forms • Creation of training sites or class teams for long term subject year group resources • Create secure drop off folders for each student in each class team • Provide a class dashboard to jump straight into the relevant Teams and Class Notebook areas • Create a SharePoint intranet for communication resources and collaboration teams • Provision staff department teams with a channel for each subject • Ability to attach long term resources to class assignments • Cloud service to provision additional communication and team sites • Class cover and drop-in features • Proactively manage the end of year rollover process • Provide whole school team assignment analytics • Provide teacher onsite/online training workshops, rollout plans and user adoption reports (Gold and Platinum) • Provisioning of channels or folders in the Office 365 Video Self-Service CPD Portal (Platinum and Gold) • And much more Change requests require a minimum of 8 weeks’ notice. This is to ensure we have time to setup the changes and test before rolling them out. For large change requests, we require 8 weeks’ notice, and these can only be carried out over the summer months (July – August) to coincide with new student intakes. Cloud Design Box will make the judgement depending on the amount of time required to make the change request and the disruption to the users. • To provide appropriate support of the supported services in accordance with this SLA • To respond to support requests in a professional and timely manner in accordance with this SLA • During the support incident resolution process the Client may be requested to carry out certain tasks in order for progress to be made – this must be carried out within a reasonable time and feedback given to the Company as soon as possible. • Maintain and operate any locally installed software in a proper and prudent manner in accordance with such advice and instructions as the Company may issue from time to time, and allow its use by competent, trained and authorised personnel. • Make available to the Company, without charge, any information or facilities to enable the Company to discharge its obligations under this Agreement including, but not limited to, computer print-outs, photocopies of documents, screen shots taken of the application, provided always the Company shall hold as confidential any such information provided by the Client. • Appoint a single Point of Contact for exchange of communications with the Company • Where communications are sent to the Company Help Desk by the Client that are not from the person(s) appointed such requests will not be deemed to have been authorised and will be referred to the Client contact for confirmation of action. • Be responsible for ensuring the software is used for the purpose intended

Impact Level Description Response Time. Response Method Category 1 Critical Initiated by total unavailability of the service 1 Business Day Telephone/Email/ Remote Session Category 2 Urgent The problem has a significant impact on a individual site and/or local service operation 2 Business Days Telephone/Email/ Remote Session Category 3 General The problem has little or no impact on the site and/or the service 5 Business Days Telephone/Email/ Remote Session Category 4 Question General enquiry/question about the system 8 Business Days Telephone/Email/ Remote Session Category 5 Change Requests Changes to the original design specification 8 Weeks (Small changes) Summer Roll- over (large changes) Telephone/Email/ Remote Session The following products are within the technical support scope: • Office 365 SharePoint sites • Class and Department Teams (Silver and Salamander SharePoint only) • Teams Class Notebook (Silver and Salamander SharePoint only) • School Data Sync (Silver and Salamander SharePoint only) The following areas are within the technical support scope: • Design fixes • Assistance with using SharePoint online (including remote help sessions) • Cloud Design Box MIS integration • Problem solving errors • Logging calls with Microsoft • Installation of third party add-ons* • Fixes and updates to any custom work or solutions provided by Cloud Design Box • Questions about Office 365 users, licensing and groups *Documentation and files must be provided for third party solutions. Training and support on third party software add-ons is not part of the support contract. The following areas are outside of the scope of the support contract but can be provided by the Company with consultancy or training services: • The disaster recovery of Office 365 or any associated supported product • Creation and licensing of users • New SharePoint look and feel designs • DirSync/Azure AD Connect • Custom application configuration • Desktop Applications • Mobile App configurations and connectivity • Backing up or recovery of applications or data • On-premises server support (including Active Directory and Exchange) • Onsite and remote training • Reconfiguration of the SharePoint environment to add/customise components (Search, OneDrive, Websites, App Store) • Information and content architecture consultancy • Direct end user support • Network issues including performance • Server and storage issues including performance • General server maintenance (updates, backups, housekeeping) • Issues caused by Microsoft updates • MIS application and database support A support call may require escalation due to the following reasons – • The response time detailed in this SLA is close to or has been breached • No response from support desk email • A support calls response category needs to be raised Standard Call Logging Procedure Please log your initial support enquiry as detailed in this SLA The Company will respond within the defined response timescales Escalation Procedure Stage 1 If no response has been received from the Company in the defined response time please email the Help Desk again Stage 2 The company will respond to the support enquiry within 4 working hours to a stage 1 escalation Stage 3 If a response has still not been provided within 4 working hours, Xxxx Xxxxxxxx should be contacted directly(contact details below) Stage 4 The call will ensure that a response is given within a prompt and appropriate manner Xxxxx Xxxx Service Desk Xxxxxxxx Operations Manager Xxxxx.Xxxx@xxxxxxxxxxxxxx.xx.xx +00 00000 000000 Xxxx.xxxxxxxx@xxxxxxxxxxxxxx.xx.xx +000000000000 A change request is an alteration to the agreed design specification provided before the build date. The following are acceptable change request areas for Cloud Box Silver Customers: • Teams (membership changes) • SharePoint permission alterations • New document libraries and links in SharePoint • New SharePoint sites • Adding or removing selected lists and libraries for all subject sites, as well as related navigation • Adding columns to resource libraries for all subject sites • Creating or updating views on resource libraries for all subject sites • Retitling subject sites following a change to a subject title in the MIS • Modernising home pages for all subject sites • Suppressing creation of selected subject sites based on their MIS subject code • Merging MIS data from multiple subjects into one subject e.g. BTEC Sport into PE • Changes to SharePoint permissions based on available AD groups and/or MIS data The following areas are outside the scope of change requests and will be quoted as additional development or consultancy work: • Creating custom sections, sections groups or pages within OneNote notebooks or Class Notebooks • Changes to the SharePoint site behind a Team (besides the files tab) • OneDrive alterations and permissioning • Provisioning class notebooks within Class Teams • Creating additional sites, lists or libraries outside of the defined product • Populating lists or libraries with folders, list items or documents based on MIS data • Using varying designs for subject sites based on subject/department e.g. some subjects using year-based resource libraries while others choose libraries based on Key Stage, or having different columns and views • Creating SharePoint subject sites or class teams when there is no direct MIS data available e.g. a KS3 Art site when no students study Art in KS3. • Creation of Teams not based on School Data Sync and MIS data • Creation of Class Teams for MIS data other than timetabled classes e.g. Tutor groups, Years, Houses • Setting membership of class teams based on MIS data other than class data e.g. HODs and HOYs • Content migration and tagging • Provisioning OneDrives or updating permissions in OneDrive • Custom workflows on lists and libraries • Customisation of data-entry forms • Creation of training sites or class teams for training • Provisioning of channels or folders in the Office 365 Video Portal Change requests require a minimum of 8 weeks’ notice. This is to ensure we have time to setup the changes and test before rolling them out. For large change requests, we require 8 weeks’ notice, and these can only be carried out over the summer months (July – August) to coincide with new student intakes. Cloud Design Box will make the judgement depending on the amount of time required to make the change request and the disruption to the users. • To provide appropriate support of the supported services in accordance with this SLA • To respond to support requests in a professional and timely manner in accordance with this SLA • During the support incident resolution process the Client may be requested to carry out certain tasks in order for progress to be made – this must be carried out within a reasonable time and feedback given to the Company as soon as possible. • Maintain and operate any locally installed software in a proper and prudent manner in accordance with such advice and instructions as the Company may issue from time to time, and allow its use by competent, trained and authorised personnel. • Make available to the Company, without charge, any information or facilities to enable the Company to discharge its obligations under this Agreement including, but not limited to, computer print-outs, photocopies of documents, screen shots taken of the application, provided always the Company shall hold as confidential any such information provided by the Client. • Appoint a single Point of Contact for exchange of communications with the Company • Where communications are sent to the Company Help Desk by the Client that are not from the person(s) appointed such requests will not be deemed to have been authorised and will be referred to the Client contact for confirmation of action. • Be responsible for ensuring the software is used for the purpose intended