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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 18 of 26 <br />> Provide information relative to the supported maintenance service provider <br />including specific information relative to the agreed scope and service levels. <br />> Provide Seller and the supported maintenance service providers, and other third <br />parties to be managed under this SOW, with a Letter of Authorization (LOA) to <br />allow Seller to initiate support with the respective third parties on behalf of <br />Customer. <br />> End user calls will be handled by Customer‘s internal Help Desk. The end user help <br />desk will provide the following with respect to the supported environment: <br />o Receive calls Requesting services from end users <br />o Perform initial investigation to determine the requirements of a Service <br />Request or the nature of the trouble reported and to confirm that the <br />Request/trouble is related to the Supported Products <br />o Gather appropriate information from the end user to provide to the Seller’s <br />services team for completion of a Service Request or further trouble <br />isolation/diagnosis, including, but not limited to: <br />§ Description of trouble experienced <br />§ Description of Service Request <br />§ User location (address, building, floor, etc.) <br />§ User contact information <br />§ Other customer specific information required <br />> Provisioning and support of antivirus software and updates for the environment <br />residing on equipment at Customer’s premises, such as agent PCs, supported under <br />this SOW <br />> Perform vulnerability assessments (if required) – any remediation support required <br />by Seller will be at additional charge. <br /> <br />[THE REMAINDER OF THIS PAGE INTENTIONALLY LEFT BLANK] <br />DocuSign Envelope ID: EA0A1203-02DA-42E0-9D8C-A7B9368C06F7