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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 12 of 26 <br />Supported Product Updates include the following (Product Updates) <br />> Maintenance patches/Service packs <br />> Minor Upgrades <br />o A minor upgrade includes updating from one dot release to the next dot <br />release (i.e., moving from version 10.5 to 10.6 of the software). <br />o Exception: VMWare only includes Build Version updates (i.e., moving <br />from version 6.7 Build 8169922 to 6.7 Build 8941472 of ESXi, and does <br />not include moving from 6.5 to 6.7). <br />> Product updates for Supported Products includes: <br />o Server OS Patches – On a monthly basis, Seller will apply manufacturer <br />provided Windows and Linux OS patches for the servers. <br />> Implementation of new features or feature packs that may be included with a <br />Minor Upgrade or other Product Update are outside the scope of Release <br />Management. <br />> Release Management does not include application updates, major upgrades or <br />hardware upgrades. <br /> <br />2.9 Configuration Management - Optional <br /> <br />> Configuration Management provides the storing and maintaining of information <br />about the service environment including the following configuration details (as <br />applicable to the specific Supported Product): <br />o Manufacturer, <br />o Model, <br />o Software and firmware revision information, <br />o Software release information, <br />o Number of ports, servers, etc. <br />o Relationship to other configuration items, <br />o Device-level entitlements. <br /> <br />> This information is stored in a centralized database that is accessible by the various <br />teams involved in delivering the managed solution. <br /> <br />2.10 Change Management <br /> <br />Change Management is the process of managing the review, approval, and scheduling of <br />changes related to the Supported Products. Any activity with the potential to temporarily <br />or permanently impact the availability, reliability, security or performance of Supported <br />Products is defined as a change. Seller will provide a designated point of contact to receive <br />requests for change (RFC) initiated by Customer and to initiate requests for change (RFC) <br />with Customer on behalf of Seller as needed. <br /> <br />Seller will follow the change type classifications as described below: <br />DocuSign Envelope ID: EA0A1203-02DA-42E0-9D8C-A7B9368C06F7