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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 16 of 26 <br /> <br />Normal Business Hours: <br />> Normal Business Hours are defined as the hours of 8:00 AM - 5:00 PM of the time <br />zone for the location of the Supported Product to be supported (“Local Site Time”), <br />Monday - Friday; excluding Seller designated Holidays (“Normal Business Hours”). <br />The Managed Services described in this SOW are available during these Normal <br />Business Hours unless otherwise stated within this document. <br /> <br />Overtime: <br />> Customer may contact the Service Desk to initiate support outside of Normal <br />Business Hours. Overtime billing will not apply unless Customer specifically <br />requests the work to be performed outside of the Normal Business Hours for the <br />Supported Product. <br />> Requests for such services to be performed outside of Normal Business Hours will <br />be billable as follows: <br />o Standard Overtime - Standard overtime rates apply to work performed <br />Monday to Friday (excluding Seller holidays) after 5:00 PM Local Site Time, <br />o Premium Overtime - Premium overtime rates apply to work performed on <br />weekends and Seller holidays. Weekends begin on Saturday at 12:00 AM <br />Local Site Time, and end Monday at 8:00 AM Local Site Time. Holiday <br />overtime begins at 12:00 AM Local Site Time, the day of the holiday and ends <br />at 8:00 AM Local Site Time, the next business day following the holiday. <br />> Requests for overtime support are subject to resource availability and acceptance <br />by Seller. <br /> <br />Service Desk 24x7x365; English Language Only <br />Proactive <br />Monitoring <br />24x7x365; Events received from Seller’s element monitoring <br />system <br />Service Request <br />Fulfillment Normal Business Hours <br />Incident <br />Management <br />Services <br />24x7x365; Major Failures <br />Normal Business Hours; Minor Failures <br />Release <br />Management <br />Services <br />The identification and evaluation of available product updates, as <br />well as, scheduling activities, will be performed during Normal <br />Business Hours. The remote implementation of product updates <br />will be performed during a Standard Maintenance Window. <br />Standard <br />Maintenance <br />Window <br />Time reserved daily from 2:00 AM to 4:00 AM Local Site Time, <br />Sundays from Midnight to 6:00 AM Local Site Time, during which <br />time Seller may perform maintenance activities such as updates, <br />patching, etc. <br />DocuSign Envelope ID: EA0A1203-02DA-42E0-9D8C-A7B9368C06F7