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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 17 of 26 6. Customer Responsibilities Customer is responsible for the following: > Allow/support the deployment of Seller’s Connectivity Software on a physical appliance(s) provided by Seller to be installed by Customer within the Customer’s environment in which the Supported Products are deployed. Requires 2-way access to the ConvergeOne Connectivity Software and server. > Provide ConvergeOne physical and remote access to all areas, network devices, servers, software logins and other access necessary to deliver services to the items within the scope of coverage. > Provide ConvergeOne access to Customer IT staff that may need to be interviewed, queried or available for ConvergeOne to complete a given task on any scheduled visit. > Provide ConvergeOne access to all infrastructure documentation and other documents, information or materials request by ConvergeOne which are pertinent to reasonable delivery of the services to the Customer. > Provide a physical or VM workstation or server that allows ConvergeOne’s dedicated Managed Services probe software to function 24x7x365 on customers’ internal network infrastructure. If Customer does not have an adequate VM, workstation or server available, ConvergeOne will provide a probe server for a one-time fee > Installing and maintaining all wiring infrastructure on customer premise. > Provide a single point of contact responsible for: o Understanding the business and technical requirements and who has the authority to make binding decisions on Customer’s behalf, o Working with Seller’s Project Manager to develop mutually agreed project schedule, o Ensuring all Customer responsibilities are completed in accordance with the project schedule, o Attending all project status meetings. > Ensure availability of appropriate Customer resources that will: o Assist in development and execution of applicable test plans, o Provide accurate documentation for all existing systems and network, o Provide all necessary IP addresses, subnet mask, and default gateways. > Provide a list of authorized representatives that can request support on Customer’s behalf and identify technical and business personnel to ensure requirements can be defined and implemented expeditiously. > Provide a designated contact for approval and scheduling of product updates. > Resolve troubles associated with equipment not supported under this SOW and provide status of resolution efforts to Seller as appropriate. > Submit notification of changes to Customer’s environment according to the change management procedures agreed under this SOW. > Maintain agreements directly with the supported maintenance service providers. Note: services performed by the vendors will be paid by Customer directly to the vendor. DocuSign Envelope ID: EA0A1203-02DA-42E0-9D8C-A7B9368C06F7