Common use of Service Provided Clause in Contracts

Service Provided. As a service to our primary customer, we will assist in planning and implementation of Projects. Project urgency (timelines/deadlines) will be secondary to any support issues deemed Critical or VIP per above chart; unless otherwise approved by the Network department Manager. *please note that during times of heavy workload, these times will be revaluated, reassigned or prioritized by Management and communicated to both the staff member an Project Manager. CUSTOMER REQUIREMENTS • Resource must be given access to the project workspace and have hours assigned in PWA • Resource must be invited to all Project meetings, including the initial Technical and Kickoff meetings SERVICE PROVIDER REQUIREMENTS • Resource to be assigned within 3 days of request • Upon project assignment, Resource must provide Project Manager Details of any Vacations or On-Call duties that will affect the timeframe of the project. If these times interfere with a major milestone or Project go-live; the PM will need to request a different resource immediately. • Resource will regularly attend Project meetings; if resource cannot attend a meeting, they must notify the PM and then read any meeting minutes missed and follow through with tasks assigned • Actively participate in the creation of the Project plan and Project scope • Obtain any necessary quotes and turn into PM for submittal • Installation of any new Hardware and Operating systems assigned to them • Work directly with vendors • Travel when necessary • Log time in PWA URGENCY Project urgency will be secondary to any support issues deemed Critical or VIP per above chart; unless otherwise approved by the Network department Manager Measures of Success Below are measurable statistics that we can use to determine that we were successful SUCCESS MEASURES • Documents created/Updated o Design document - Review design documentation and update with changes per resource recommendations. Often a design document is created a year before a project is started; technologies change which may require updating. This needs to include the Hardware involved as well as how the hardware works together o Support Documentation - Work with Project team to create Support documentation, including Disaster Recovery process for Support staff and Service Center (when applicable) o VISIO updated o Site documentation update • Successful handoff to customer • Project was completed in the given timeframe HealthNet Connect Service Provided As a service to our primary customer, we will assist in planning, implementation, and support of the HealthNet Connect Network including but not limited to Internet Access. Project urgency (timelines/deadlines) will be secondary to any support issues deemed Critical or VIP per above chart; unless otherwise approved by the Network department Manager. *please note that during times of heavy workload, these times will be revaluated, reassigned or prioritized by Management and communicated to both the staff member an Project Manager. CUSTOMER REQUIREMENTS • Resource must be given access to the project workspace and have hours assigned in PWA • Resource must be invited to all Project meetings, including the initial Technical and Kickoff meetings • Detail explaining service required • Customer technical personnel and site sponsor contact information for IHS to contact in times of service issues • Call HNC service desk to report service outages or degradation • Verify power to facility and functionality of customer owned equipment in the event an outage is experienced • Work directly with Windstream if issues are found to be Internet related only • Responsible for configuration and support of customer owned equipment internal to HNC premise router SERVICE PROVIDER REQUIREMENTS • Upon project assignment, Resource must provide Project Manager Details of any Vacations or On-Call duties that will affect the timeframe of the project. If these times interfere with a major milestone or Project go-live; the PM will need to request a different resource immediately • Resource will regularly attend Project meetings; if resource cannot attend a meeting, they must notify the PM and then read any meeting minutes missed and follow through with tasks assigned • Actively participate in the creation of the Project plan and Project scope • Obtain any necessary quotes and turn into PM for submittal • Installation of any new Hardware and Operating systems assigned to them • Work directly with vendors • Travel when necessary • Log time in PWA • Contact person(s) listed as site contacts during outages or known service issues • Work with last mile providers along with site technical contact (if needed) to resolve circuit issues.

Service Provided. As a service to our primary customersecondary customers, we will assist in planning and implementation of Projectsprojects for BroadNet Connect. Project urgency (timelines/deadlines) will be secondary to any support issues deemed Critical or VIP per above chart; unless otherwise approved by the Network department Manager. *please note that during times of heavy workload, these times will be revaluated, reassigned or prioritized by Management and communicated to both the staff member an Project Manager. CUSTOMER REQUIREMENTS • Resource As a service to our secondary customers, we will provide support of the BroadNet Connect network as defined in the BroadNet Connect SLA. Urgency will be based upon the BroadNet Connect SLA unless otherwise approved by the Network department Manager. *please note that during times of heavy workload, these times will be revaluated, reassigned or prioritized by Management. Customer Requirements  The customer will call the IT Service Center with the BroadNet Connect 800 number and will open a ticket. There are two types of incidents that can be called in from the customer. Outage or degraded service. The ticket will be assigned a priority based on the criticality of the ticket and that ticket will be automatically paged out to the BroadNet Connect network resource on call.  The BrocadeNet connect project resource must be given access to the project workspace and have hours assigned in PWA • Resource  The BrocadeNet connect project resource must be invited to all Project meetings, including the initial Technical and Kickoff meetings SERVICE PROVIDER REQUIREMENTS • Resource Service Provider Requirements  The service provider (the on call BroadNet Connect recourse) will respond to be assigned within 3 days of request • Upon project assignment, Resource must provide Project Manager Details of any Vacations or On-Call duties that will affect tickets as they are paged out based on criticality. These are defined in the timeframe of the projectBroadNet Connect SLA’s. If these times interfere with a major milestone or Project go-live; the PM will need to request a different resource immediately. •  Resource will regularly attend Project meetings; if resource cannot attend a meeting, they must notify the PM and then read any meeting minutes missed and follow through with tasks assigned •  Actively participate in the creation of the Project plan and Project scope •  Obtain any necessary quotes and turn into PM for submittal •  Installation of any new Hardware and Operating systems assigned to them •  Work directly with vendors •  Travel when necessary •  Log time in PWA URGENCY Urgency  Project urgency will be secondary to any support issues deemed Critical or VIP per above chart; unless otherwise approved by the Network department Manager  Support urgency is defined in the BroadNet Connect SLA. Measures of Success Below are measurable statistics that we can use to determine that we were successful SUCCESS MEASURES • Documents created/Updated o Design document - Review design documentation  The support issue was resolved to the expectations of the customer and update with changes per resource recommendationsthe SLA. Often a design document is created a year before a project is started; technologies change which may require updating. This needs to include the Hardware involved as well as how the hardware works together o Support Documentation - Work with Project team to create Support documentation, including Disaster Recovery process for Support staff and Service Center (when applicable) o VISIO updated o Site documentation update • Successful handoff to customer • Project  Ticket was completed in the given timeframe HealthNet Connect Service Provided As a service per the SLA.  Project work is completed on time and under budget.  Project documentation is competed and loaded to our primary customer, we will assist in planning, implementation, ESP for review and support of the HealthNet Connect Network including but not limited to Internet Access. Project urgency (timelines/deadlines) will be secondary to any support issues deemed Critical or VIP per above chart; unless otherwise approved by the Network department Manager. *please note that during times of heavy workload, these times will be revaluated, reassigned or prioritized by Management and communicated to both the staff member an Project Manager. CUSTOMER REQUIREMENTS • Resource must be given access to the project workspace and have hours assigned in PWA • Resource must be invited to all Project meetings, including the initial Technical and Kickoff meetings • Detail explaining service required • Customer technical personnel and site sponsor contact information for IHS to contact in times of service issues • Call HNC service desk to report service outages or degradation • Verify power to facility and functionality of customer owned equipment in the event an outage is experienced • Work directly with Windstream if issues are found to be Internet related only • Responsible for configuration and support of customer owned equipment internal to HNC premise router SERVICE PROVIDER REQUIREMENTS • Upon project assignment, Resource must provide Project Manager Details of any Vacations or OnBroadNet Connect staff. Operating Level Agreement Sign off Version Version Date Revision / Description Author 1-Call duties that will affect the timeframe of the project. If these times interfere with a major milestone or Project go9-live; the PM will need to request a different resource immediately • Resource will regularly attend Project meetings; if resource cannot attend a meeting, they must notify the PM and then read any meeting minutes missed and follow through with tasks assigned • Actively participate in the creation of the Project plan and Project scope • Obtain any necessary quotes and turn into PM for submittal • Installation of any new Hardware and Operating systems assigned to them • Work directly with vendors • Travel when necessary • Log time in PWA • Contact person(s) listed as site contacts during outages or known service issues • Work with last mile providers along with site technical contact (if needed) to resolve circuit issues.2012 Approval Approver Title Approval Date Agreement Termination

Service Provided. As a service to our primary customer, we will assist troubleshoot Network systems located in planning and implementation of Projectsan IHS approved sites. Project urgency (timelines/deadlines) Urgency will be secondary to any support issues deemed Critical or VIP per above chart; based upon the IHS standard unless otherwise approved by the Network department Manager. Note that we will provide Best Effort support for any Vendor Hardware or any equipment located outside of an approved IHS datacenter. *please note that during times of heavy workload, these times will be revaluated, reassigned or prioritized by Management and communicated to both the staff member an Project ManagerManagement. CUSTOMER REQUIREMENTS • Resource Once ticket has been deemed a Network issue by the customer or Service Center:  An SDE Ticket must be given access created or Transferred to either the project workspace IT_Network_Support Group Queue, in order for the request to be time stamped and have hours assigned in PWA • Resource tracked. This ticket must be invited to all Project meetingsinclude as many notes as possible, including : o Description of Problem o Are there other users having same problem o How is User Accessing our Network? (Local, Citrix, Wireless, VPN, etc...) o Best contact number for user callback when necessary  If ticket was transferred, there needs to be either a page or warm transfer done, to ensure that the initial Technical Tech is aware of the issue and Kickoff meetings can act immediately. SERVICE PROVIDER REQUIREMENTS • Resource  Acknowledgment of SDE ticket by assigning an engineer  Troubleshoot the issue, pulling in any Hardware Vendor as needed  Updating user and ticket daily with progress if issue is taking longer than expected  Involving Senior Techs and/or Manager if they do not see resolution within Pre-defined resolution times  A warm transfer of ticket, if deemed to be assigned within 3 days of request • Upon project assignment, Resource must provide Project Manager Details of any Vacations or On-Call duties that will affect belong to another Team  Meet response times associated with the timeframe priority of the projectassigned Service Request. If these times interfere with there is a major milestone or Project go-live; the PM will need to request a different resource immediately. • Resource will regularly attend Project meetings; if resource cannot attend a meeting, they must notify the PM and then read any meeting minutes missed and follow through with tasks assigned • Actively participate in the creation disagreement of the Project plan priority listed, the Service provider will contact Management for direction.  Train staff on Appropriate Service Support Tools; including updating Knowledge base with appropriate details and Project scope • Obtain any necessary quotes and turn into PM for submittal • Installation of any new Hardware and Operating systems assigned to them • Work directly with vendors • Travel when necessary • Log time in PWA URGENCY Project urgency will be secondary to any support issues deemed Critical or VIP per above chart; unless otherwise approved by the Network department Manager Measures of Success Below are measurable statistics that we can use to determine that we were successful SUCCESS MEASURES • Documents created/Updated o Design document - Review design documentation and update with changes per resource recommendations. Often a design document is created a year before a project is started; technologies change which may require updating. This needs to include the Hardware involved as well as how the hardware works together o Support Documentation - Work with Project team to create Support documentation, including Disaster Recovery process for Support staff and Service Center (when applicable) o VISIO updated o Site documentation update • Successful handoff to customer • Project was completed in the given timeframe HealthNet Connect Service Provided As a service to our primary customer, we will assist in planning, implementation, and support of the HealthNet Connect Network including but not limited to Internet Access. Project urgency (timelines/deadlines) will be secondary to any support issues deemed Critical or VIP per above chart; unless otherwise approved by the Network department Manager. *please note that during times of heavy workload, these times will be revaluated, reassigned or prioritized by Management and communicated to both the staff member an Project Manager. CUSTOMER REQUIREMENTS • Resource must be given access to the project workspace and have hours assigned in PWA • Resource must be invited to all Project meetings, including the initial Technical and Kickoff meetings • Detail explaining service required • Customer technical personnel and site sponsor contact information for IHS to contact in times of service issues • Call HNC service desk to report service outages or degradation • Verify power to facility and functionality of customer owned equipment in the event an outage is experienced • Work directly with Windstream if issues are found to be Internet related only • Responsible for configuration and support of customer owned equipment internal to HNC premise router SERVICE PROVIDER REQUIREMENTS • Upon project assignment, Resource must provide Project Manager Details of any Vacations or On-Call duties that will affect the timeframe of the project. If these times interfere with a major milestone or Project go-live; the PM will need to request a different resource immediately • Resource will regularly attend Project meetings; if resource cannot attend a meeting, they must notify the PM and then read any meeting minutes missed and follow through with tasks assigned • Actively participate in the creation of the Project plan and Project scope • Obtain any necessary quotes and turn into PM for submittal • Installation of any new Hardware and Operating systems assigned to them • Work directly with vendors • Travel when necessary • Log time in PWA • Contact person(s) listed as site contacts during outages or known service issues • Work with last mile providers along with site technical contact (if needed) to resolve circuit issuesprocedures.

Service Provided. As a service to our primary customersecondary customers, we will assist in planning and implementation of Projectsprojects for BroadNet Connect. Project urgency (timelines/deadlines) will be secondary to any support issues deemed Critical or VIP per above chart; unless otherwise approved by the Network department Manager. *please note that during times of heavy workload, these times will be revaluated, reassigned or prioritized by Management and communicated to both the staff member an Project Manager. CUSTOMER REQUIREMENTS As a service to our secondary customers, we will provide support of the BroadNet Connect network as defined in the BroadNet Connect SLA. Urgency will be based upon the BroadNet Connect SLA unless otherwise approved by the Network department Manager. *please note that during times of heavy workload, these times will be revaluated, reassigned or prioritized by Management. Customer Requirements • Resource The customer will call the IT Service Center with the BroadNet Connect 800 number and will open a ticket. There are two types of incidents that can be called in from the customer. Outage or degraded service. The ticket will be assigned a priority based on the criticality of the ticket and that ticket will be automatically paged out to the BroadNet Connect network resource on call. • The BrocadeNet connect project resource must be given access to the project workspace and have hours assigned in PWA • Resource The BrocadeNet connect project resource must be invited to all Project meetings, including the initial Technical and Kickoff meetings SERVICE PROVIDER REQUIREMENTS Service Provider Requirements • Resource The service provider (the on call BroadNet Connect recourse) will respond to be assigned within 3 days of request • Upon project assignment, Resource must provide Project Manager Details of any Vacations or On-Call duties that will affect tickets as they are paged out based on criticality. These are defined in the timeframe of the project. If these times interfere with a major milestone or Project go-live; the PM will need to request a different resource immediatelyBroadNet Connect SLA’s. • Resource will regularly attend Project meetings; if resource cannot attend a meeting, they must notify the PM and then read any meeting minutes missed and follow through with tasks assigned • Actively participate in the creation of the Project plan and Project scope • Obtain any necessary quotes and turn into PM for submittal • Installation of any new Hardware and Operating systems assigned to them • Work directly with vendors • Travel when necessary • Log time in PWA URGENCY Urgency • Project urgency will be secondary to any support issues deemed Critical or VIP per above chart; unless otherwise approved by the Network department Manager • Support urgency is defined in the BroadNet Connect SLA. Measures of Success Below are measurable statistics that we can use to determine that we were successful SUCCESS MEASURES • Documents created/Updated o Design document - Review design documentation The support issue was resolved to the expectations of the customer and update with changes per resource recommendationsthe SLA. Often a design document is created a year before a project is started; technologies change which may require updating. This needs to include the Hardware involved as well as how the hardware works together o Support Documentation - Work with Project team to create Support documentation, including Disaster Recovery process for Support staff and Service Center (when applicable) o VISIO updated o Site documentation update • Successful handoff to customer • Project Ticket was completed in the given timeframe HealthNet Connect Service Provided As a service per the SLA. • Project work is completed on time and under budget. • Project documentation is competed and loaded to our primary customer, we will assist in planning, implementation, ESP for review and support of the HealthNet Connect Network including but not limited to Internet Access. Project urgency (timelines/deadlines) will be secondary to any support issues deemed Critical or VIP per above chart; unless otherwise approved by the Network department Manager. *please note that during times of heavy workload, these times will be revaluated, reassigned or prioritized by Management and communicated to both the staff member an Project Manager. CUSTOMER REQUIREMENTS • Resource must be given access to the project workspace and have hours assigned in PWA • Resource must be invited to all Project meetings, including the initial Technical and Kickoff meetings • Detail explaining service required • Customer technical personnel and site sponsor contact information for IHS to contact in times of service issues • Call HNC service desk to report service outages or degradation • Verify power to facility and functionality of customer owned equipment in the event an outage is experienced • Work directly with Windstream if issues are found to be Internet related only • Responsible for configuration and support of customer owned equipment internal to HNC premise router SERVICE PROVIDER REQUIREMENTS • Upon project assignment, Resource must provide Project Manager Details of any Vacations or OnBroadNet Connect staff. Operating Level Agreement Sign off Version Version Date Revision / Description Author 1-Call duties that will affect the timeframe of the project. If these times interfere with a major milestone or Project go9-live; the PM will need to request a different resource immediately • Resource will regularly attend Project meetings; if resource cannot attend a meeting, they must notify the PM and then read any meeting minutes missed and follow through with tasks assigned • Actively participate in the creation of the Project plan and Project scope • Obtain any necessary quotes and turn into PM for submittal • Installation of any new Hardware and Operating systems assigned to them • Work directly with vendors • Travel when necessary • Log time in PWA • Contact person(s) listed as site contacts during outages or known service issues • Work with last mile providers along with site technical contact (if needed) to resolve circuit issues.2012 Approval Approver Title Approval Date Agreement Termination