Common use of Service Provider Activities Frequency Detailed Description Clause in Contracts

Service Provider Activities Frequency Detailed Description. Backup Check Daily Automatic system monitor of backup success Test File Restore Weekly Automatic system test restore Test Server Stand-up (If backup technology supports) Bi-Weekly Automatic system test restore Remediate Failing Backups As Needed Review and failed backup jobs and remediate Restore Files / Data As Needed Restore files as requested by client BU – Job Running > 8 Hours Continuous The backups configuration may need adjusted BU - Backup Failed Continuous The backup failed and needs reviewed BU – Verify Backup Job Failed Continuous The backup couldn’t be verified as successful and needs tested BU – Backup Failed to Configure Job Continuous The backup process did not begin properly ShadowProtect Weekly Report Weekly Shadow Protect report on previous week’s backups Health Report Monthly Provides a count of failed / successful backup jobs Evaluate current backup job(s) and requirements Once per Client Work with Client to assess current backups and current needs Configure, Deploy, and Test Backup Technology Technology Dependent StorageCraft Shadowprotect Latest two major releases Adequate, current, and actively licensed backup software Storage space sufficient for the successful completion of backup jobs Storage space sufficient for adequate retention period Adequate and reasonably fast access to any/all remote, tape, or other physical backup data (Service levels are contingent upon this) Data and storage charges and fees The cost of any necessary software licenses The cost of temporary, permanent, and archival storage Data is not and cannot be guaranteed (However, this service is a method to help protect data) Backup jobs successful 95% of the time File Restore within general service levels listed in Coverage Summary (Technology and environment dependent) Virtual Server Standups within X time* (Technology and environment dependent) Challenges with the technology that require the involvement of the backup technologies’ vendor/manufacturer Recovery of any/all files or data not included within original scoping requirements *Dependent on the Technology being utilized and may not be available

Service Provider Activities Frequency Detailed Description. Backup Check Off-site data transfer check Daily Automatic system monitor of Report backup success Test File Restore Weekly Automatic system test restore Test Server Standand failure Off-up (If backup technology supports) Bi-Weekly Automatic system test restore Remediate Failing Backups site data transfer issue remediation As Needed Review and failed Intervention when alerted to backup jobs and remediate Restore Files / Data system issue Excessive data transfer review As Needed Restore files as requested by client BU – Job Running Intervention when alerted to backup system issue DR Offsite Transfer Excessive* <Critical> 8 Hours Continuous The backups configuration may need adjusted BU - Backup Failed There is much more data queued to transfer than usual DR Offsite Transfer Nearing Cap* Continuous The Warning that transfer cap is nearing cap and charges possible DR Offsite Transfer Failure* Continuous Warning that the offsite transfer is not functioning DR Offsite Transfer Status* Daily Report backup failed success and needs reviewed BU – Verify Backup Job Failed Continuous The backup couldn’t be verified as successful and needs tested BU – Backup Failed to Configure Job Continuous The backup process did not begin properly ShadowProtect Weekly Report Weekly Shadow Protect report on previous week’s backups Health Report Monthly Provides a count of failed / successful backup jobs failure Evaluate current backup job(s) and requirements Once per Client Work with Client to assess current backups DR plan and current needs Configure, Deploy, and Test Backup DR Technology Technology Dependent StorageCraft Shadowprotect Microsoft Hyper-V Replication Latest two major releases AdequateAzure Site Recovery Latest two major releases Synology Replication Latest two major releases Adequate storage, currentinternet bandwidth, and actively licensed backup software Storage space sufficient for the successful completion of backup jobs Storage space sufficient for adequate retention period Adequate and reasonably fast access to any/all remote, tape, or other physical backup data (Service levels are contingent upon this) licenses Data transfer and storage charges and fees The cost Offsite data transfer within 24 hours of any necessary software licenses The cost of temporary, permanent, and archival storage Data is not and cannot be guaranteed (However, this service is a method to help protect current data) Backup jobs successful 95% of the time File Restore within general service levels listed in Coverage Summary . (Technology and environment dependent) Virtual Server Standups within X time* (Technology and environment dependent) Challenges with the technology Excessive bandwidth use, inadequate bandwidth, or high change rate at customer location that require the involvement of the backup technologies’ vendor/manufacturer Recovery of any/all files or causes data not included within original scoping requirements transfer delays and/or failures *Dependent on the Technology being utilized and may not be availableavailable Domain User Permission Management Continuous Monitor AD user permissions Domain User Password Resets and Account Unlocks As Needed Approved user requested access Domain User Setup As Needed Approved user requested access Domain Group and Folder Permission Management As Needed Approved user requested access Offline Domain Controller(s) Continuous Monitoring for offline Domain Controllers Locked Out User Accounts Continuous Monitor for accounts that become locked out 30 Day AD Changes As Needed Report as requested by client of AD changes Login Status Report As Needed Report as requested by client of system logins Active Directory Review and Cleanup Once Per Client Setup of Administrative and Support User Accounts Once Per Client Microsoft Windows Domain Latest three major releases Active Directory has been cleaned up and standardized to the Service Provider’s specifications. User must be physically or wirelessly connected to the Domain network and maintain an adequate internet connection Microsoft Server and Active Directory Licensing The costs to manage, implement, and/or procure a single sign on solution Extensive or overly complex GPO conditions that were not built by our team Remediation of policy or permission changes performed by non-Decision Digital authorized personnel Active Directory Uptime to equal or exceed 98% by means of server uptime and routine backups Non-standard and/or complex multi-site or multi-domain environments Remediation of policy or permission changes performed by non-Decision Digital authorized personnel *Dependent on the Technology being utilized and may not be available Assess available Microsoft product updates Once Per Patch Verify valid patches available Deploy Service Provider tested and approved updates Once Per Patch Automatic monitoring of patches Validate deployed updates installed successfully Once Per Patch Automatic monitoring of patches Remediate unsuccessful updates As Needed Intervention resulting from failed patching alerts UPDATES - Failed Continuous RMM Monitor of patch status UPDATES - Installed Continuous RMM Monitor of patch status UPDATES - Missing Service Pack Continuous RMM Monitor of patch status UPDATES - Out of Date Continuous RMM Monitor of patch status Patch Detail On & Off-Boarding Patch Health (The Health Report may replace this.) Monthly Monthly Executive Summary report Define & Setup Maintenance Windows with Client Define & Setup Patching Policy with Client Windows Windows 8.1, and greater Microsoft Windows Server 2012 R2 and greater Windows Installation properly activated with a valid license Windows Domain configured to Service Provider’s recommendations

Service Provider Activities Frequency Detailed Description. Backup Check Daily Automatic system monitor of backup success Test File Restore Weekly Automatic system test restore Test Server Stand-up (If backup technology supports) Bi-Weekly Automatic system test restore Remediate Failing Backups As Needed Review and failed backup jobs and remediate Restore Files / Data As Needed Restore files as requested by client BU – Job Running > 8 Hours Continuous The backups configuration may need adjusted BU - Backup Failed Continuous The backup failed and needs reviewed BU – Verify Backup Job Failed Continuous The backup couldn’t be verified as successful and needs tested BU – Backup Failed to Configure Job Continuous The backup process did not begin properly ShadowProtect Acronis Weekly Report Weekly Shadow Protect report on previous week’s backups Health Report Monthly Provides a count of failed / successful backup jobs Evaluate current backup job(s) and requirements Once per Client Work with Client to assess current backups and current needs Configure, Deploy, and Test Backup Technology Technology Dependent StorageCraft Shadowprotect NewCloud Backup Latest two major releases Adequate, current, and actively licensed backup software Storage space sufficient for the successful completion of backup jobs Storage space sufficient for adequate retention period Adequate and reasonably fast access to any/all remote, tape, or other physical backup data (Service levels are contingent upon this) Data and storage charges and fees The cost of any necessary software licenses The cost of temporary, permanent, and archival storage Data is not and cannot be guaranteed (However, this service is a method to help protect data) Backup jobs successful 95% of the time File Restore within general service levels listed in Coverage Summary (Technology and environment dependent) Virtual Server Standups within X time* (Technology and environment dependent) Challenges with the technology that require the involvement of the backup technologies’ vendor/manufacturer Recovery of any/all files or data not included within original scoping requirements *Dependent on the Technology being utilized and may not be available

Service Provider Activities Frequency Detailed Description. Backup Check Off-site data transfer check Daily Automatic system monitor Report of backup success Test File Restore Weekly Automatic system test restore Test Server StandOff-up (If backup technology supports) Bi-Weekly Automatic system test restore Remediate Failing Backups site data transfer issue remediation As Needed Review and failed Intervention when alerted to backup jobs and remediate Restore Files / Data system issue Excessive data transfer review As Needed Restore files as requested by client BU – Job Running Intervention when alerted to backup system issue DR Offsite Transfer Excessive* <Critical> 8 Hours Continuous The backups configuration may need adjusted BU - Backup Failed There is much more data queued to transfer than usual DR Offsite Transfer Nearing Cap* Continuous The backup failed Warning that transfer cap is nearing cap and needs reviewed BU – Verify Backup Job Failed charges possible DR Offsite Transfer Failure* Continuous The backup couldn’t be verified as successful and needs tested BU – Backup Failed to Configure Job Continuous The backup process did Warning that the offsite transfer is not begin properly ShadowProtect Weekly Report Weekly Shadow Protect report on previous week’s backups Health Report Monthly Provides a count of failed / successful backup jobs functioning DR Offsite Transfer Status* Evaluate current backup job(s) and requirements Once per Client Work with Client to assess current backups DR plan and current needs Configure, Deploy, and Test Backup DR Technology Technology Dependent StorageCraft Shadowprotect Efolder backup for file Latest two major releases AdequateEfolder Replibit Adequate storage, currentinternet bandwidth, and actively licensed backup software Storage space sufficient for the successful completion of backup jobs Storage space sufficient for adequate retention period Adequate and reasonably fast access to any/all remote, tape, or other physical backup data (Service levels are contingent upon this) licenses Data transfer and storage charges and fees The cost Offsite data transfer within X hours of any necessary software licenses The cost of temporary, permanent, and archival storage Data is not and cannot be guaranteed (However, this service is a method to help protect current data) Backup jobs successful 95% of the time File Restore within general service levels listed in Coverage Summary . (Technology and environment dependent) Virtual Server Standups within X time* (Technology and environment dependent) Challenges with the technology that require the involvement of the backup technologies’ vendor/manufacturer Recovery of any/all files or data not included within original scoping requirements *Dependent on the Technology being utilized and may not be availableavailable Domain User Permission Management Continuous Monitor AD user permissions Domain User Password Resets and Account Unlocks As Needed Approved user requested access Domain User Setup As Needed Approved user requested access Domain Group and Folder Permission Management As Needed Approved user requested access Offline Servers Monitor Continuous Monitoring for offline Domain Controllers EV – Blacklisted Events (4720, 4238) Continuous Locked User Accounts 30 Day AD Changes Monthly Report as requested by client of AD changes Login Status Report Quarterly Report as requested by client of system logins Active Directory Review and Cleanup Once Per Client Setup of Administrative and Support User Accounts Once Per Client Microsoft Windows Domain Latest three major releases Active Directory has been cleaned up and standardized to the Service Provider’s specifications. User must be physically or wirelessly connected to the Domain network and maintain an adequate internet connection Microsoft Server and Active Directory Licensing The costs to manage, implement, and/or procure a single sign on solution Active Directory Uptime to equal or exceed 98% by means of server uptime and routine backups Non-standard and/or complex multi-site or multi-domain environments *Dependent on the Technology being utilized and may not be available Assess available Microsoft product updates Once Per Patch Verify valid patches available Test Service Provider approved updates As Needed User requested vertical application patching Deploy Service Provider tested and approved updates Once Per Patch Automatic monitoring of patches Validate deployed updates installed successfully Once Per Patch Automatic monitoring of patches Remediate unsuccessful updates As Needed Intervention resulting from failed patching alerts UPDATES - Failed Continuous RMM Monitor of patch status UPDATES - Installed Continuous RMM Monitor of patch status UPDATES - Missing Service Pack Continuous RMM Monitor of patch status UPDATES - Out of Date Continuous RMM Monitor of patch status Patch Detail On & Off-Boarding Patch Health (The Health Report may replace this.) Monthly