Common use of MAINTENANCE PERIODS Clause in Contracts

MAINTENANCE PERIODS. Service Provider’s responsibilities include: 1. Establish and document periods for maintenance in the Service Management Manual, understanding that there will be at least 29 separate maintenance periods initially for individual DIR Customers in addition to maintenance periods established for the Consolidated Data Centers. 1.1. Establish periods for routine and regular maintenance for all Equipment and Services under Service Provider management. 1.2. Establish specific periods for Enterprise maintenance effecting multiple organizations (e.g. shared infrastructure). 1.3. Establish processes for scheduling and getting approval of other maintenance (e.g. urgent but non-emergency). 1.4. Establish processes for coordinating and planning maintenance periods with other Service Component Provider(s) and Third Party Vendors as appropriate. 1.5. Establish communications plans to support maintenance and appropriately inform other Service Component Provider(s), DIR, DIR Customers and Third Party Vendors. 2. Regularly communicate and re-communicate the established maintenance periods with DIR and DIR Customers, and as necessary communicate any time maintenance periods are revised. 3. Perform maintenance during regular Maintenance Periods as defined in the Service Management Manual, or as scheduled in advance with the approval of DIR or DIR Customers. 4. Validate that systems will be unavailable during maintenance windows only to the extent necessary for systems maintenance purposes. 5. Provide at appropriate notice to DIR and DIR Customers of the maintenance to be performed during scheduled maintenance windows, based on the categorized risk of the Change and as specified in the Service Management Manual. 6. Change scheduled maintenance windows at DIR’s or DIR Customer’s request and upon reasonable notice. 7. Schedule Outages for maintenance, expansions, and modifications during hours that meet DIR’s and DIR Customers’ business needs. 8. Stagger maintenance as appropriate to accomplish all work across all DIR Customers within the establish time-frames and based on the categorized risk of the Change. 9. Allow DIR and DIR Customer, at any time at its discretion, to specify “freeze” periods during which Service Provider and Third Party Vendors will not make any Changes. 10. If there is a need for emergency systems maintenance, provide other Service Component Provider(s), DIR, DIR Customers and Third Party Vendors with as much notice as reasonably practicable, and perform such maintenance so as to minimize interference with the business and operational needs of DIR and Customers. 11. Ensure that Changes to the environment are fully tested and any faults are Resolved, including and as practical, prior testing for inter-operability.

MAINTENANCE PERIODS. Service Provider’s Provider responsibilities include: 1. Establish and document periods for maintenance in the Service Management Manual, understanding that there will be at least 29 separate maintenance periods initially for individual DIR Customers in addition to maintenance periods established for the Consolidated Data Centers. 1.1. Establish periods for routine and regular maintenance for all Equipment and Services under Service Provider management. 1.2. Establish specific periods for Enterprise maintenance effecting multiple organizations (e.g. shared infrastructure). 1.3. Establish processes for scheduling and getting approval of other maintenance (e.g. urgent but non-emergency). 1.4. Establish processes for coordinating and planning maintenance periods with other DCS Service Component Provider(s) and Third Party Vendors as appropriate. 1.5. Establish communications plans to support maintenance and appropriately inform other DCS Service Component Provider(s), DIR, DIR Customers and Third Party Vendors. 2. Regularly communicate and re-communicate the established maintenance periods with DIR and DIR Customers, and as necessary communicate any time maintenance periods are revised. 3. Perform maintenance during regular Maintenance Periods as defined in the Service Management Manual, or as scheduled in advance with the approval of DIR or DIR CustomersDIR. 4. Validate that systems will be unavailable during maintenance windows only to the extent necessary for systems maintenance purposes. 5. Provide at appropriate notice to DIR and DIR Customers of the maintenance to be performed during scheduled maintenance windows, based on the categorized risk of the Change and as specified in the Service Management Manual. 6. Change scheduled maintenance windows at DIR’s or DIR Customer’s request and upon reasonable notice. 7. Schedule Outages for maintenance, expansions, and modifications during hours that meet DIR’s and DIR Customers’ business needs. 8. Stagger maintenance as appropriate to accomplish all work across all DIR Customers within the establish time-frames and based on the categorized risk of the Change. 9. Allow DIR and DIR CustomerCustomers, at any time at its discretion, to specify “freeze” periods during which the Service Provider and Third Party Vendors other DCS Service Providers will not make any Changes. 10. If there is a need for emergency systems maintenance, provide other DCS Service Component Provider(s), DIR, DIR Customers and Third Party Vendors with as much notice as reasonably practicable, and perform such maintenance so as to minimize interference with the business and operational needs of DIR and Customers. 11. Ensure that Changes to the environment are fully tested and any faults are Resolved, including and as practical, prior testing for inter-operability.