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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 10 of 26 o For Complex system administration requests, Seller will scope the requested change and provide the requestor with an estimated time for the work to be performed, including supporting documentation to allow the necessary approvals to be obtained for the change to be implemented. o Seller will provide consultation to assist in developing the scope of Complex MAC requests in support of Customer’s defined business requirements. o All MAC work for the Data Center product category will be considered Complex. On-Site MAC Support (Optional): > Simple On-Site MAC - The physical placement, move, change, or removal of equipment associated with a MAC request for a particular user, requiring on-site support. > Seller will provide On-Site MAC support with the On-site Technicians for Supported Products at Supported Sites where On-site Technicians are assigned. If additional support is required, Seller will co-ordinate technician dispatch as requested. Scheduling will be based on availability of local resources. The amount of time in support of On-Site MAC service requests where dispatch is required, as well as, the applicable trip charge will be invoiced based on the rates identified in Section 3. Work that requires the involvement of design engineer, project management, development effort, design and/or integration considerations, new and/or configured product (including additions or upgrades to products) will be considered a project and is out of scope for this SOW. 2.8 Release Management - Optional The following services are included with Release Management on an Annual basis (Release Management Cycle). A release management request is automatically generated and assigned based on the Release Management Cycle. Requests are scheduled to be opened on the first business day of the given Release Management Cycle. Customer will receive notification upon ticket creation. Release Management support does not include major upgrades, or product updates that require new hardware and/or licensing. Seller shall follow the following release management process for each Release Management Cycle: > Identification of available product updates o Engineers will proactively monitor the availability of product updates for Supported Products, identify those relevant to the Customer’s environment. o Customer and Seller will follow the current industry Common Vulnerability Scoring System (CVSS). > Evaluation of product update to determine applicability to Customer’s Supported Products DocuSign Envelope ID: EA0A1203-02DA-42E0-9D8C-A7B9368C06F7