Common use of Collaborative Support Clause in Contracts

Collaborative Support. If a problem arises with certain third party products commonly utilized in conjunction with Customer’s Supported Product, Dell will provide a single point of contact, as set forth herein, until problems are isolated and escalated to the third party product vendor. Specifically, Dell will contact the third party vendor and create a problem incident on behalf of Customer, providing the necessary problem documentation. Once a vendor is engaged, Dell will monitor the problem resolution process and obtain status and resolution plans from the vendor until the vendor resolves the problem by either providing a resolution, steps towards a resolution, workaround, configuration changes, or escalation of a bug report. Upon the Customer’s request, Dell will initiate management escalation procedures within Dell and/or the vendor organization. To be eligible for Collaborative Support, Customer must have the appropriate active support agreements and entitlement with the respective third party vendor. Once isolated and reported, the third party vendor provides technical problem support and resolution for Customer’s problem. DELL WILL NOT BE RESPONSIBLE FOR THE PERFORMANCE OF OTHER VENDORS’ PRODUCTS OR SERVICES. Customer agrees to indemnify and hold Dell harmless for any claims related to those third party products for which Customer has sought collaborative support to be coordinated through Dell. View current Collaborative Support partners at the following URL: Please note that partners may change at any time without notice to Customers. Dell ProSupport for IT includes Dell OEM software troubleshooting with Collaborative Support (as set forth above) for select Dell OEM applications, operating systems, and firmware on Supported Products (the “Covered Software Products”) over the telephone, or by transmission of software and other information through electronic means, or by shipping software and/or other information to Customer. Covered Software Products include end-user Client applications such as Norton AntiVirus™ software, Microsoft® Office software suite, Intuit® QuickBooks® accounting software, Adobe® Photoshop® software and Adobe Acrobat® software. Certain Server applications such as Microsoft Small Business Server solution are also supported. Please contact Dell Technical Support for an updated list of Covered Software Products. Dell ProSupport for select Dell EqualLogic Supported Products, including the Dell EqualLogic PS Series, includes both maintenance software updates and the introduction of new features to firmware and core software such as SAN HQ, Auto Snapshot Manager and the Host Integration Toolkit (for the service period indicated on the invoice). Dell EqualLogic Support Renewal Rates: ▇▇▇▇://▇▇▇.▇▇▇▇.▇▇▇/ProSupport/EQLpricelist Dell ProSupport for IT includes the following software updates for core Dell | EMC software such as Navisphere® Manager, Navisphere Manager Express (AX series only), Access Logix™(CX series only), PowerPath®, and SnapView Express (AX series only) (for the service period indicated on the invoice):

Collaborative Support. If a problem arises with certain third party products commonly utilized in conjunction with Customer’s Supported Product, Dell will provide a single point of contact, as set forth herein, until problems are isolated and escalated to the third party product vendor. Specifically, Dell ▇▇▇▇ will contact the third party vendor and create a problem incident on behalf of Customer, providing the necessary problem documentation. Once a vendor is engaged, Dell will monitor the problem resolution process and obtain status and resolution plans from the vendor until the vendor resolves the problem by either providing a resolution, steps towards a resolution, workaround, configuration changes, or escalation of a bug report. Upon the Customer’s request, Dell will initiate management escalation procedures within Dell and/or the vendor organization. To be eligible for Collaborative Support, Customer must have the appropriate active support agreements and entitlement with the respective third party vendor. Once isolated and reported, the third party vendor provides technical problem support and resolution for Customer’s problem. DELL WILL NOT BE RESPONSIBLE FOR THE PERFORMANCE OF OTHER VENDORS’ PRODUCTS OR SERVICES. Customer agrees to indemnify and hold Dell harmless for any claims related to those third party products for which Customer has sought collaborative support to be coordinated through Dell. View current Collaborative Support partners at the following URL: ▇▇▇▇://▇▇▇.▇▇▇▇.▇▇▇/content/topics/global.aspx/services/cst/core_software_troubleshooting?c=us&cs=555&l=en&s=biz Please note that partners may change at any time without notice to Customers. Dell ProSupport for IT Enterprise-Wide Contract includes Dell OEM software troubleshooting with Collaborative Support (as set forth above) for select Dell OEM applications, operating systems, and firmware on Supported Products (the “Covered Software Products”) over the telephone, or by transmission of software and other information through electronic means, or by shipping software and/or other information to Customer. Covered Software Products include end-user Client applications such as Norton AntiVirus™ software, Microsoft® Office software suite, Intuit® QuickBooks® accounting software, Adobe® Photoshop® software and Adobe Acrobat® software. Certain Server applications such as Microsoft Small Business Server solution are also supported. Please contact Dell Technical Support for an updated list of Covered Software Products. Dell ProSupport for select Dell EqualLogic Supported Products, including the Dell EqualLogic PS Series, includes both maintenance software updates and the introduction of new features to firmware and core software such as SAN HQ, Auto Snapshot Manager and the Host Integration Toolkit (for the service period indicated on the invoice). Dell EqualLogic Support Renewal Rates: ▇▇▇▇://▇▇▇.▇▇▇▇.▇▇▇/ProSupport/EQLpricelist Dell ProSupport for IT Enterprise-Wide Contract includes the following software updates for core Dell | EMC software such as Navisphere® Manager, Navisphere Manager Express (AX series only), Access Logix™(CX series only), PowerPath®, and SnapView Express (AX series only) (for the service period indicated on the invoice):

Collaborative Support. If a problem arises with certain third party products commonly utilized in conjunction with Customer’s Supported Product, Dell will provide a single point of contact, as set forth herein, until problems are isolated and escalated to the third party product vendor. Specifically, Dell will contact the third party vendor and create a problem incident on behalf of Customer, providing the necessary problem documentation. Once a vendor is engaged, Dell will monitor the problem resolution process and obtain status and resolution plans from the vendor until the vendor resolves the problem by either providing a resolution, steps towards a resolution, workaround, configuration changes, or escalation of a bug report. Upon the Customer’s request, Dell will initiate management escalation procedures within Dell and/or the vendor organization. To be eligible for Collaborative Support, Customer must have the appropriate active support agreements and entitlement with the respective third party vendor. Once isolated and reported, the third party vendor provides technical problem support and resolution for Customer’s problem. DELL WILL NOT BE RESPONSIBLE FOR THE PERFORMANCE OF OTHER VENDORS’ PRODUCTS OR SERVICES. Customer agrees to indemnify and hold Dell harmless for any claims related to those third party products for which Customer has sought collaborative support to be coordinated through Dell. View current Collaborative Support partners at the following URL: ▇▇▇▇://▇▇▇.▇▇▇▇.▇▇▇/content/topics/global.aspx/services/cst/core_software_troubleshooting?c=us&cs=555&l=en&s=biz Please note that partners may change at any time without notice to Customers. Dell ProSupport for IT Enterprise-Wide Contract includes Dell OEM software troubleshooting with Collaborative Support (as set forth above) for select Dell OEM applications, operating systems, and firmware on Supported Products (the “Covered Software Products”) over the telephone, or by transmission of software and other information through electronic means, or by shipping software and/or other information to Customer. Covered Software Products include end-user Client applications such as Norton AntiVirus™ software, Microsoft® Office software suite, Intuit® QuickBooks® accounting software, Adobe® Photoshop® software and Adobe Acrobat® software. Certain Server applications such as Microsoft Small Business Server solution are also supported. Please contact Dell Technical Support for an updated list of Covered Software Products. Dell ProSupport for select Dell EqualLogic Supported Products, including the Dell EqualLogic PS Series, includes both maintenance software updates and the introduction of new features to firmware and core software such as SAN HQ, Auto Snapshot Manager and the Host Integration Toolkit (for the service period indicated on the invoice). Dell EqualLogic Support Renewal Rates: ▇▇▇▇://▇▇▇.▇▇▇▇.▇▇▇/ProSupport/EQLpricelist Dell ProSupport for IT Enterprise-Wide Contract includes the following software updates for core Dell | EMC software such as Navisphere® Manager, Navisphere Manager Express (AX series only), Access Logix™(CX series only), PowerPath®, and SnapView Express (AX series only) (for the service period indicated on the invoice):