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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 13 of 26 <br />> Normal low-risk change: A change that requires no service outage but must be <br />approved by a designated Customer approver before implementation with a <br />scheduled start time of no sooner than two (2) business days after requested <br />approval date. <br />> Normal Moderate Risk change: A change that contains risk of unplanned business <br />disruption or requires a service outage. Must be approved by a designated <br />Customer approver before implementation with a scheduled start time of no <br />sooner than five (5) business days after requested approval date. <br />> Normal high-risk change: A change that contains risk of unplanned business <br />disruption or requires a service outage. Must be approved by a designated <br />Customer approver before implementation with a scheduled start time of no <br />sooner than ten (10) business days after requested approval date. <br />> Emergency: A change done to restore service during an Incident. Must be <br />approved by a designated Customer approver before implementation. <br /> <br />Seller will be responsible for the following change management activities: <br />> Create and review Request for Change (RFC) documents. <br />> Support Customer in obtaining approvals for change requests. This includes <br />supporting Customer in representing requested change to Customer’s change <br />approvers and Change Advisory Board. <br />> Provide approvals on behalf of Seller. <br />> Coordinate change schedule and implementation. <br />> Track change status and report results. <br /> <br /> <br /> <br />DocuSign Envelope ID: EA0A1203-02DA-42E0-9D8C-A7B9368C06F7