Common use of Management Service Clause in Contracts

Management Service. Includes all Resolution Service support and the following for Entitled Device(s): • Enhanced 24x7x365 Service Desk support provided remotely via telephone: • IT infrastructure issues and remote diagnostic service for Entitled Devices; and • 1 hour of end-user ‘how to’ help desk support per Entitled Device per month. Additional end-user telephone support in excess of one-hour per Entitled Device per month may be purchased as Point of Need Services. End-user help desk support hours not used during a given month will expire and will not roll-over to the next month. • 24x7x365 management of critical applications including Microsoft Exchange, Microsoft SQL Server and Microsoft Active Directory along with other applications listed in Appendix A of this Service Description. • Vulnerability scanning of all Entitled Devices within Customer environment. • Patch management of all Entitled Devices within Customer environment. • Increased monthly allowance of On-Site Support services: • 5 hours per month for the first 10 Entitled Devices. • An additional 2 hours per month for each incremental 10 Entitled Devices thereafter. • Additional On-Site Support services may be purchased by Customer as Point of Need Services. • Enhanced Monthly reporting, including the following additional details: • Overall vulnerability summary; • Missing patches by device, bulletin, patch scan and product; and • Missing patch detail; and patch compliance. • Asset inventory for Entitled Devices within Customer environment. • Quarterly assessment & planning sessions delivered remotely by certified Dell staff. Frequently Asked Questions & Service Steps How Do I Contact the Service Desk for Assistance? What number do I call to contact the Service Desk for assistance? • Your contact number for the Service Desk will be provided in the Welcome email you receive from the Service Desk upon activation of your account. Resolution and Management Service customers may contact the Service Desk for assistance as follows: • The Service Desk is available to Customers 24x7x365 including holidays. • Customer should contact the Service Desk from a location that includes physical access to the Entitled Device(s), if necessary for phone-based troubleshooting. • Customer shall provide the serial number or service tag number of the Entitled Device at issue and other information as requested by the Dell telephone analyst. The Dell telephone analyst shall verify support level and any expiration of Services. • When requested by the Dell telephone analyst, Customer shall identify error messages received, state what activities preceded the error message, and explain what steps Customer has already taken. • If Customer is unable or does not wish to perform an initial phone-based troubleshooting, Customer may use their monthly allotment of On-Site Support hours or purchase additional On-Site Support hours as Point of Need Services for on-site troubleshooting. If on-site dispatch is necessary, the Dell telephone analyst will provide Customer with additional instructions. How Do I Request and Schedule On-Site Support? Resolution and Management Service customers may request and schedule On-Site Support as follows: • Customer may contact the Service Desk to request On-Site Support. • Any On-Site Support hours not used during a given month will expire and will not roll-over to the next month. • Additional hours of On-Site Support may be purchased by Customer as Point of Need Services. • On-Site Support service is available during normal business hours (Monday through Friday, from 8:00 a.m. to 5:00 p.m. CST, excluding holidays). • If Customer requests On-Site Support before 5:00 p.m. (CST), a technician will arrive on-site the next business day. If Customer requests On-Site Support after 5:00 p.m. (CST), Dell will arrange with the Customer for a technician to arrive at the Customer site at a mutually agreed upon day and time within two business days. On-Site Support services provided outside of normal business hours may be subject to an additional charge. • When Dell dispatches a service technician to Customer’s business location, work may be temporarily suspended if additional parts or resources are required, but work will resume when additional parts or resources become available. • On-Site services are subject to availability in certain areas. For a list of current service areas, please contact a ProManage Managed Services Sales Representative at 0-000-000-0000. Terms & Conditions

Management Service. Includes all Resolution Service support and the following for Entitled Device(s): •  Enhanced 24x7x365 Service Desk support provided remotely via telephone: •  IT infrastructure issues and remote diagnostic service for Entitled Devices; and •  1 hour of end-user ‘„how to’ to‟ help desk support per Entitled Device per month. Additional end-user telephone support in excess of one-hour per Entitled Device per month may be purchased as Point of Need Services. End-user help desk support hours not used during a given month will expire and will not roll-over to the next month. •  24x7x365 management of critical applications including Microsoft Exchange, Exchange and Microsoft SQL Server and Microsoft Active Directory along with other applications listed in Appendix A of this Service Description. •  Vulnerability scanning of all Entitled Devices within Customer environment. •  Patch management of all Entitled Devices within Customer environment. •  Increased monthly allowance of On-Site Support services: •  5 hours per month for the first 10 Entitled Devices. • ;  An additional 2 hours per month for each incremental 10 Entitled Devices thereafter. • ; and  Additional On-Site Support services may be purchased by Customer as Point of Need Services. •  Enhanced Monthly reporting, including the following additional details: •  Overall vulnerability summary; •  Missing patches by device, bulletin, patch scan and product; and •  Missing patch detail; and patch compliance. •  Asset inventory for Entitled Devices within Customer environment. •  Quarterly assessment & planning sessions delivered remotely by certified Dell staff. Frequently Asked Questions & Service Steps How Do I Contact the Service Desk for Assistance? What number do I call to contact the Service Desk for assistance? •  Your contact number for the Service Desk will be provided in the Welcome welcome email you receive from the Service Desk upon activation of your account. Resolution and Management Service customers may contact the Service Desk for assistance as follows: •  The Service Desk is available to Customers 24x7x365 including holidays. •  Customer should contact the Service Desk from a location that includes physical access to the Entitled Device(s), if necessary for phone-based troubleshooting. •  Customer shall provide the serial number or service tag number of the Entitled Device at issue and other information as requested by the Dell telephone analyst. The Dell telephone analyst shall verify support level and any expiration of Services. •  When requested by the Dell telephone analyst, Customer shall identify error messages received, state what activities preceded the error message, and explain what steps Customer has already taken. •  If Customer is unable or does not wish to perform an initial phone-based troubleshooting, Customer may use their monthly allotment of On-Site Support hours or purchase additional On-Site Support hours as Point of Need Services for on-site troubleshooting. If on-site dispatch is necessary, the Dell telephone analyst will provide Customer with additional instructions. How Do I Request and Schedule On-Site Support? Resolution and Management Service customers may request and schedule On-Site Support as follows: •  Customer may contact the Service Desk to request On-Site Support. •  Any On-Site Support hours not used during a given month will expire and will not roll-over to the next month. •  Additional hours of On-Site Support may be purchased by Customer as Point of Need Services. •  On-Site Support service is available during normal business hours (Monday through Friday, from 8:00 a.m. to 5:00 p.m. CST, excluding holidays). •  If Customer requests On-Site Support before 5:00 p.m. (CST), a technician will arrive on-site the next business day. If Customer requests On-Site Support after 5:00 p.m. (CST), Dell will arrange with the Customer for a technician to arrive at the Customer site at a mutually agreed upon day and time within two (2) business days. On-Site Support services provided outside of normal business hours may be subject to an additional charge. •  When Dell dispatches a service technician to Customer’s Customer‟s business location, work may be temporarily suspended if additional parts or resources are required, but work will resume when additional parts or resources become available. •  On-Site Support services are subject to availability in certain areas. For a list of current service areas, please contact a ProManage Managed Services Sales Representative at 0-000-000-0000. Terms & Conditions

Management Service. Includes all Resolution Service support and the following for Entitled Device(s): • Enhanced 24x7x365 Service Desk support provided remotely via telephone: • IT infrastructure issues and remote diagnostic service for Entitled Devices; and • 1 hour of end-user ‘how to’ help desk support per Entitled Device per month. Additional end-user telephone support in excess of one-hour per Entitled Device per month may be purchased as Point of Need Services. End-user help desk support hours not used during a given month will expire and will not roll-over to the next month. • 24x7x365 management of critical applications including Microsoft Exchange, Microsoft SQL Server and Microsoft Active Directory along with other applications listed in Appendix A of this Service Description. • Vulnerability scanning of all Entitled Devices within Customer environment. • Patch management of all Entitled Devices within Customer environment. • Increased monthly allowance of On-Site Remote Point of Need Support services: • 5 hours per month for the first 10 Entitled Devices. • An additional 2 hours per month for each incremental 10 Entitled Devices thereafter. • Support hours not used during a given month will expire and will not roll-over to the next month. Additional On-Site Remote Point of Need Support services may be purchased by Customer as Point of Need Services. • Enhanced Monthly reporting, including the following additional details: • Overall vulnerability summary; • Missing patches by device, bulletin, patch scan and product; and • Missing patch detail; and patch compliance. • Asset inventory for Entitled Devices within Customer environment. • Quarterly assessment & planning sessions delivered remotely by certified Dell staff. Frequently Asked Questions & Service Steps How Do I Contact the Service Desk for Assistance? What number do I call to contact the Service Desk for assistance? • Your contact number for the Service Desk will be provided in the Welcome email you receive from the Service Desk upon activation of your account. Resolution and Management Service customers may contact the Service Desk for assistance as follows: • The Service Desk is available to Customers 24x7x365 including holidays. • Customer should contact the Service Desk from a location that includes physical access to the Entitled Device(s), if necessary for phone-based troubleshooting. • Customer shall provide the serial number or service tag number of the Entitled Device at issue and other information as requested by the Dell telephone analyst. The Dell telephone analyst shall verify support level and any expiration of Services. • When requested by the Dell telephone analyst, Customer shall identify error messages received, state what activities preceded the error message, and explain what steps Customer has already taken. • If Customer is unable or does not wish to perform an initial phone-based troubleshooting, Customer may use their monthly allotment of On-Site Support hours or purchase additional On-Site Support hours as Point of Need Services for on-site troubleshooting. If on-site dispatch is necessary, the Dell telephone analyst will provide Customer with additional instructions. How Do I Request and Schedule On-Site Support? Resolution and Management Service customers may request and schedule On-Site Support as follows: • Customer may contact the Service Desk to request On-Site Support. • Any On-Site Support hours not used during a given month will expire and will not roll-over to the next month. • Additional hours of On-Site Support may be purchased by Customer as Point of Need Services. • On-Site Support service is available during normal business hours (Monday through Friday, from 8:00 a.m. to 5:00 p.m. CST, excluding holidays). • If Customer requests On-Site Support before 5:00 p.m. (CST), a technician will arrive on-site the next business day. If Customer requests On-Site Support after 5:00 p.m. (CST), Dell will arrange with the Customer for a technician to arrive at the Customer site at a mutually agreed upon day and time within two business days. On-Site Support services provided outside of normal business hours may be subject to an additional charge. • When Dell dispatches a service technician to Customer’s business location, work may be temporarily suspended if additional parts or resources are required, but work will resume when additional parts or resources become available. • On-Site services are subject to availability in certain areas. For a list of current service areas, please contact a ProManage Managed Services Sales Representative at 0-000-000-0000. Terms & Conditions.