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

Service Provider Activities Frequency Detailed Description. Network device configuration adjustment As Needed Client requested modification to current configuration Troubleshoot network issues As Needed Address network issues generated from system alerts VPN and security adjustments As Needed Client requested modification to current configuration Assessment and Device Reboot Quarterly Address network issues generated from system alerts Minor Cabling Adjustments As Needed Client requested modification to current configuration Monitors & Service Monitoring* Frequency Detailed Description TCP- Suspicious Ports Continuous RMM Monitor EV - TCPMax Connections Reached Continuous RMM Monitor LT - Offline Locations* <Critical> Continuous RMM Monitor Value Reporting* Frequency Detailed Description n/a Service Onboarding Activities Frequency Detailed Description Network Configuration Assessment & Documentation Once Per Site Network Configuration Standards Implementation Once Per Site Cabling Clean Up and Documentation Once Per Site Serviceable Technologies Supported Versions and Releases Cisco (Your Business Here) Gateway Serviceable Conditions All network equipment is warranted and supported by their respective manufacturers/vendors. The internet connection and network environment cabling and wireless signal is adequate. Project work or other recommendations may be offered. Coverage Exclusions & Exceptions The cost to do setup and configure anything new. (New VPN setup, network jack punch, etc.) The cost of any hardware, software, or licenses necessary. Service Levels & Performance Goals Network Uptime 99% or greater Service Level & Performance Exceptions In the event of a denial of service attach, service levels and performance benchmarks will not apply. *Dependent on the Technology being utilized and may not be available Group 10 – Software Management Coverage (A3.10)

Service Provider Activities Frequency Detailed Description. Network device configuration adjustment As Needed Client requested modification to current configuration Troubleshoot network issues As Needed Address network issues generated from system alerts VPN and security Remote Access adjustments As Needed Client requested modification to current configuration Assessment and Device Reboot Quarterly Address network issues generated from system alerts Minor Cabling Adjustments As Needed Client requested modification to current configuration Monitors & Service Monitoring* Frequency Detailed Description TCP- Suspicious Ports Continuous RMM Monitor EV - TCPMax Connections Reached Continuous RMM Monitor LT - Offline Locations* <Critical> Continuous RMM Monitor Value Reporting* Frequency Detailed Description n/a Service Onboarding Activities Frequency Detailed Description Network Configuration Assessment & Documentation Once Per Site Network Configuration Standards Implementation Once Per Site Cabling Clean Up and Documentation Once Per Site Serviceable Technologies Supported Versions and Releases Cisco (Your Business Here) Gateway WatchGuard Firewalls & Wireless Access Points Current in-life products with software within last two versions Various make and model network switches Current in-life products within last two firmware versions Ruckus Wireless Controllers and Access Points Current in-life products within last two firmware versions Synology Network Storage Devices Current in-life products with software within last two versions APC Uninterrupted Power Systems Current in-life products with software within last two versions Serviceable Conditions All network equipment is warranted and supported by their respective manufacturers/vendors. The internet connection and network environment cabling and wireless signal is adequate. Project work or other recommendations may be offered. Coverage Exclusions & Exceptions The cost to do setup and configure anything new. (New VPN setup, network jack punch, etc.) The cost of any hardware, software, or licenses necessary. Remediation of issues causes by changes or modifications performed by non-Decision Digital authorized personnel Remediation of wireless performance issues caused by surrounding interference or inadequate hardware Service Levels & Performance Goals Network Uptime 99% or greater Service Level & Performance Exceptions In the event of a denial of service attach, service levels and performance benchmarks will not apply. Wireless range and performance cannot be guaranteed due to the nature of wireless technology and surrounding interference. *Dependent on the Technology being utilized and may not be available Group 10 – Software Management Coverage (A3.10A2.10)

Service Provider Activities Frequency Detailed Description. Network device configuration adjustment As Needed Client requested modification to current configuration Troubleshoot network issues As Needed Address network issues generated from system alerts VPN and security adjustments As Needed Client requested modification to current configuration Assessment and Device Reboot Quarterly Address network issues generated from system alerts Minor Cabling Adjustments As Needed Client requested modification to current configuration Monitors & Service Monitoring* Frequency Detailed Description TCP- Suspicious Ports Continuous RMM Monitor EV - TCPMax Connections Reached Continuous RMM Monitor LT - Offline Locations* <Critical> Continuous RMM Monitor Value Reporting* Frequency Detailed Description n/a Service Onboarding Activities Frequency Detailed Description Network Configuration Assessment & Documentation Once Per Site Network Configuration Standards Implementation Once Per Site Cabling Clean Up and Documentation Once Per Site Serviceable Technologies Supported Versions and Releases Cisco (Your Business Here) Gateway Serviceable Conditions All network equipment is warranted and supported by their respective manufacturers/vendors. The internet connection and network environment cabling and wireless signal is adequate. Project work or other recommendations may be offered. Coverage Exclusions & Exceptions The cost to do setup and configure anything new. (New VPN setup, network jack punch, etc.) The cost of any hardware, software, or licenses necessary. Service Levels & Performance Goals Network Uptime 99% or greater Service Level & Performance Exceptions In the event of a denial of service attach, service levels and performance benchmarks will not apply. *Dependent on the Technology being utilized and may not be available Group 10 – Software Management Coverage (A3.10)

Service Provider Activities Frequency Detailed Description. Network device configuration adjustment Off-site data transfer check Daily Report of backup success Off-site data transfer issue remediation As Needed Client requested modification Intervention when alerted to current configuration Troubleshoot network issues backup system issue Excessive data transfer review As Needed Address network issues generated from Intervention when alerted to backup system alerts VPN and security adjustments As Needed Client requested modification to current configuration Assessment and Device Reboot Quarterly Address network issues generated from system alerts Minor Cabling Adjustments As Needed Client requested modification to current configuration issue Monitors & Service Monitoring* Frequency Detailed Description TCP- Suspicious Ports Continuous RMM Monitor EV - TCPMax Connections Reached Continuous RMM Monitor LT - Offline LocationsDR Offsite Transfer Excessive* <Critical> Continuous RMM Monitor There is much more data queued to transfer than usual DR Offsite Transfer Nearing Cap* Continuous Warning that transfer cap is nearing cap and charges possible DR Offsite Transfer Failure* Continuous Warning that the offsite transfer is not functioning Value Reporting* Frequency Detailed Description n/a DR Offsite Transfer Status* Service Onboarding Activities Frequency Detailed Description Network Configuration Assessment & Documentation Evaluate current backup job(s) and requirements Once Per Site Network Configuration Standards Implementation Once Per Site Cabling Clean Up per Client Work with Client to assess current DR plan and Documentation Once Per Site needs Configure, Deploy, and Test DR Technology Technology Dependent Serviceable Technologies Supported Versions and Releases Cisco (Your Business Here) Gateway Efolder backup for file Latest two major releases Efolder Replibit Serviceable Conditions All network equipment is warranted Adequate storage, internet bandwidth, and supported by their respective manufacturers/vendors. The internet connection and network environment cabling and wireless signal is adequate. Project work or other recommendations may be offered. software licenses Coverage Exclusions & Exceptions The cost to do setup Data transfer and configure anything new. (New VPN setup, network jack punch, etc.) The cost of any hardware, software, or licenses necessary. storage charges and fees Service Levels & Performance Goals Network Uptime 99% or greater Offsite data transfer within X hours of current data. (Technology and environment dependent) Service Level & Performance Exceptions In the event of a denial of service attach, service levels and performance benchmarks will not apply. *Dependent on the Technology being utilized and may not be available Group 10 4 – Software Identity Management Coverage (A3.10A3.4)