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Consulting Services Agreement between City of San Leandro and Last revised 06/09/2023 <br />ConvergeOne for Infrastructure Managed Services Exhibit A – Page 8 of 26 <br />taken. Additional charges may apply to carry out recommended actions if performed by <br />Seller or its sub-contractors. Any such additional charges shall be approved by Customer in <br />advance and in writing. <br /> <br />The following capacity measurements will be monitored and reported on a quarterly basis <br />with respect to the Supported Products by Product Category (as applicable to the <br />particular Supported Product): <br />> Data Center <br />o Central Processing Units (CPU) <br />o Memory <br />o Network <br />o Disk utilization: used, available <br />> Network Infrastructure <br />o Central Processing Units (CPU) <br />o Memory <br />o Circuit utilization <br />o Switch port capacity <br />> Managed Storage <br />o Central Processing Units (CPU) <br />o Memory <br />o Network <br />o Disk utilization: used, available <br />> Managed Wireless <br />o Central Processing Units (CPU) <br />o Memory <br /> <br />2.6 Service Management & Reporting <br /> <br />Service Management provides for communication between the parties about the services <br />delivered under this SOW. The primary vehicle for this communication will be through <br />Seller’s customer portal. The customer portal is available to designated Customer <br />personnel and serves as a shared workspace between Seller and Customer. <br /> <br />With the customer portal, Customer’s designated personnel will be able to: <br />• Create their own custom dashboard views <br />• Check status of Supported Products and their current availability state <br />• Open new incident and service request tickets and check status of existing tickets <br />• Access Change management system for change requests and approval process <br />• Review reports indicating overall service performance, available reports include: <br />o Incident Management – provides details regarding active or closed incidents <br />during the reporting period. <br />o Service Request Fulfillment – provides details regarding the MAC activity <br />completed during the reporting period. <br />DocuSign Envelope ID: EA0A1203-02DA-42E0-9D8C-A7B9368C06F7