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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 7 of 26 In managing incident resolution efforts, S1 trouble will take priority over all other incidents. Incidents are classified up on receipt of an alarm. Once a ticket is created for an incident, it is assigned to a Technician to begin further remote event assessment and correlation of the trouble. 2.4 Problem Management This process will establish the control of the lifecycle of problems with the Supported Products at Supported Sites. The objective of this process is to prevent problems and incidents, eliminate repeating incidents and minimize the impact of incidents that cannot be prevented. Seller will perform regular review of events identified through our proactive monitoring and reported troubles affecting Supported Products in order to identify trends or chronic issues that may indicate an underlying problem within Customer environment. As part of Problem Management Services, Seller will support the following tasks and workflows: > Perform regular reviews of incidents to identify chronic issues o A chronic issue is defined as a repeat trouble within a particular device. A repeat trouble is measured as the same alarm occurring within a particular device two (2) times within an hour or three (3) alarms within a twenty-four (24) hour period or ten (10) alarms within a five (5) day period. o Major alarms meeting the definition above will be created as a P2 ticket. Minor alarms meeting the definition above will be created as a P1 ticket. > Report the root cause of chronic issues and incidents with significant impact o A case closure explanation is documented on high impact S1 troubles. The case closure explanation will cover the following: root cause of the trouble, the remediation action taken, and recommendation to prevent future recurrence > Document known errors and appropriate resolutions or workarounds as a result of problem investigations 2.5 Performance and Capacity Management Performance and Capacity Management includes monitoring the performance of the Supported Products against agreed service requirements and agreed capacity thresholds to ensure the systems continue to meet Customer demand and stated requirements. In addition to monitoring the performance and capacity of the covered equipment, on a quarterly basis Seller will present specific recommendations to Customer for actions to be DocuSign Envelope ID: EA0A1203-02DA-42E0-9D8C-A7B9368C06F7