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Consulting Services Agreement between City of San Leandro and Last revised 06/09/2023 ConvergeOne for Infrastructure Managed Services Exhibit A – Page 6 of 26 2.3 Incident Management Incident Management provides lifecycle management of incidents 24x7x365, including escalation management through the various levels of remote and on-site resolution to ensure service objectives are achieved. Seller will remotely isolate and troubleshoot incidents that occur on Supported Products at Supported Sites as identified through proactive monitoring, or notification from Customer. Within the Incident Management process, Seller will support the following tasks and workflows: > Create incident tickets for incidents discovered through proactive monitoring, or as reported by Customer Coordinators. > Assess and assign incident classification according to agreed incident prioritization criteria (for filtering out false positives or severity levels below). > Investigate, diagnose, and isolate incident. > Assign a technician and/or Engineer to perform troubleshooting of identified troubles and remotely resolve, if possible, > Provide case management of trouble tickets until incident resolved, including: o Provides regular status of trouble tickets based on agreed intervals, or with change in status. o Performs escalation management within Seller and Customers organizations as appropriate. > Confirm resolution of incident and close trouble ticket with supporting vendor. > Quality control of the resolution. As the Customer Success Center (“CSC”) receives a notification, a trouble ticket is created, and the severity level is determined. Severity Levels are classified from Severity Level One (S1) to Severity Level Four (S4). S1 is most severe. The following table provides the guidelines for the severity levels assigned to trouble tickets associated with the services delivered under this SOW. Severity Level Definition Severity 1 (S1) Supported system is totally out of service with no work-around Severity 2 (S2) Supported system is operating with reduced functionality, causing significant impact to business operations. Loss affecting more than 25% of users. Severity 3 (S3) Supported system is operating with reduced functionality, causing little to no impact to business operations. Loss of service to less than 25% of users Severity 4 (S4) Little or no impact to the Customer's system. DocuSign Envelope ID: EA0A1203-02DA-42E0-9D8C-A7B9368C06F7