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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 9 of 26 2.7 Service Request Fulfillment (MAC) - Optional Seller will perform system administration (MAC – Move, Add, Change) support for Supported Products at Supported Sites as described below. System Administration (MAC) work will be completed during the Service Hours defined in Section 5. Service Request Process: > A “Service Request” is the mutually agreed form to be used by an authorized Customer representative to submit a request for one or more system administration (MAC) activities to be performed. A Service Request must contain the relevant information about the system to be administered and the requested activity to be performed. It is the Customer’s responsibility to provide all information necessary to complete a MAC. Multiple system administration (MAC) activities can be included on a single Service Request; however, each individual MAC will be counted as a separate MAC activity for purposes of measuring performance and billing. A separate Service Request should be submitted for each site where support is requested. > Requests for system administration (MAC) support can be submitted to the ConvergeOne team via any of the following options: o Phone call to the Service Desk o Request submitted via Seller’s web portal > Seller will fulfill properly authorized Service Requests with complete information as submitted by Customer within an agreed service objective based on the scope of the requested change. If a Service Request is submitted with incomplete information, ConvergeOne will reject the request and Customer will resubmit the Service Request with complete information. If Service Requests are consistently submitted with incomplete information, ConvergeOne will raise the issue with Customer’s primary point of contact to address within Customer’s internal process. ConvergeOne reserves the right to bill for any Service Request submitted with incomplete information that has to be resubmitted by Customer. > Upon contract award, a list of authorized representatives will be provided to ConvergeOne by Customer and updated as required over the term of the agreement. System administration (MAC) requests will be classified as Simple and Complex system administration support for Supported Products at Supported Sites. System administration (MAC) requests are classified as follows: > Simple MAC: System administration work performed remotely that affects only a particular user or Supported Product. > Complex MAC: System administration work performed remotely that affects or has the ability to affect multiple users or Supported Products. DocuSign Envelope ID: EA0A1203-02DA-42E0-9D8C-A7B9368C06F7