Common use of Standard Change Management Activities Clause in Contracts

Standard Change Management Activities. This category encompasses change activity required to maintain the ongoing health and operation of the Contact Center applications and infrastructure under management by Verizon. The table below describes remotely provided Change Management activities included in CCMS MRC for supported hardware and application software. Activity Description Server Operating System (“OS”)/Application Patch Non-critical Customer requested patch to the server operating system or server-based applications. Patches will be validated with the server, OS and application vendor to determine if applicable. Server Administrator Account Add/Delete/Modify Add, delete or modify a Customer account with limited server or Administrator access. Upload Media File Upload Wav file to Media Server. Operational Schedule Administration Time Of Day Routing, for example changes in operational schedule. CCMS Request to Backup Media Request for special backup process execution, outside of normal schedule. Vendor-issued break-fix patches Non-critical Customer-requested patch to the server operating system or server-based applications. Patches will be validated with the server, OS and application vendor to determine if applicable. Remove CCMS feature Upon Customer request, remove specified application management feature from the CCMS. Remove Physical Server or VM Upon Customer’s written request, remove specified servers (physical or virtual) from the CCMS. Vulnerability Assessment Request Upon Customer’s written request, provide assessment of security bulletin impact to Customer environment. All requests for change management not listed above are considered optional, including but not limited to changes associated with an end user device (e.g., an IP phone).

Standard Change Management Activities. This category encompasses all change activity required to maintain the ongoing health and operation of the Contact Center applications and infrastructure under management by Verizon. The table below describes remotely provided Change Management activities included in CCMS Contact Center Managed Service MRC for supported hardware and application software. Activity Description Server Operating System (“OS”)/Application Patch Non-critical Customer requested patch to the server operating system or server-based applications. Patches will be validated with the server, OS and application vendor to determine if applicable. Server Administrator Account Add/Delete/Modify Add, delete or modify Add a Customer account with limited server or Administrator access. Upload Media File Upload Wav file to Media Server. Operational Schedule Administration Time Of Day Routing, for example changes in operational schedule. CCMS Request to Backup Media Request for special backup process execution, outside of normal schedule. Vendor-issued break-fix patches Non-critical Customer-requested patch to the server operating system or server-based applications. Patches will be validated with the server, OS and application vendor to determine if applicable. Remove CCMS feature Upon Customer request, remove specified application management feature from the CCMSCCMS service. Remove Physical Server or VM Upon Customer’s written request, remove specified servers (physical or virtual) from the CCMSCCMS service. Vulnerability Assessment Request Upon Customer’s written request, provide assessment of security bulletin impact to Customer environment. All requests for change Note: Change management activities do not listed above are considered optional, including but not limited to include changes associated with an end user device (e.g., an IP phone).