Cloud and Enterprise Services Addendum

1. INTRODUCTION
   Corporate Network Solutions’s Cloud and Enterprise Services are services designed to allow Clients scalable access to resources and services which may be managed or unmanaged to support application hosting, data storage, protection, and recovery as well as internet connectivity. Certain services are provisioned utilizing a comprehensive Statement of Work (“SOW”) and a Responsibility Matrix (“RM”) delineating the specific services to be performed, and the responsibilities of Corporate Network Solutions and Client.
2. AGREEMENT
   This Cloud and Enterprise Services Service (CES) Addendum (“CES Addendum”) sets forth the specific terms and conditions under which Corporate Network Solutions (“Corporate Network Solutions”) shall supply Cloud and Enterprise Services to Client. The Core Service Agreement entered into between Corporate Network Solutions and Client fully incorporates the terms herein and provides that this CES Addendum, and Client’s execution of the Master Services Agreement constitutes acceptance of the terms and conditions stated herein. Capitalized terms used but not defined herein shall have the meanings set forth in the Master Services Agreement. The Initial Term length for this Service is set forth on the applicable Service Order Form (“SOF”), executed by Corporate Network Solutions and Client, making reference to these Services. As referred to herein, “Agreement” means this Cloud and Enterprise Services Addendum, together with the MSA and all policies and addenda that are incorporated herein by reference, including the Statement of Work (SOW), Responsibility Matrix (“RM”), Acceptable Use Policy (“AUP”), and Privacy Policy (“PP”). This Agreement sets forth the terms and conditions that apply to the Cloud and Enterprise Services Addendum.

   General
   Corporate Network Solutions Cloud and Enterprise Services is a set of services designed to lessen the burden of managing everything from core infrastructure to daily administrative tasks. Corporate Network Solutions’s infrastructure services are distinct from other dedicated hosting in that Corporate Network Solutions provides capacity, incident, and maintenance support for all management infrastructure. Client may maintain administrative access depending on the engagement. The Client Statement of Work and corresponding Responsibility Matrix delineates duties, however Corporate Network Solutions is responsible for setting up and configuring hardware, installing and configuring software, technical support, patch management, system maintenance, monitoring and updates. Corporate Network Solutions may (depending on the engagement) provide backups, load balancing, and disaster recovery, as well as security processes including vulnerability scans, intrusion detection (ID) and DDoS (distributed denial of service) prevention and mitigation on an as needed, best effort support basis.

   Service Levels
   As a general rule all Corporate Network Solutions CES offerings are designed to be 99.99% available, at a minimum, and offer credit back to Clients whenever our service becomes unavailable outside of an established maintenance window. A service outage, unless described differently in the SOW, is any loss of connectivity to the hosted application or system for more than 15 minutes. Our 100% uptime guarantee does not include management systems, portals, and reporting or billing services. The uptime guarantee includes access to virtual machines process and stored data. It is the Client’s responsibility to request the credit from their assigned Corporate Network Solutions Account Executive for any service outage experienced. In some cases advanced service levels are available to the Client per the specific design and architecture specification in the SOW. Corporate Network Solutions will work in concert with Client on specific requirements not outlined in the implementation SOW or this addendum to ensure value is derived from this engagement.

   Service Delivery
   For the purpose of this section alone “Service Delivery” shall be defined as ability of Corporate Network Solutions to fulfill an initial order for Service based on Corporate Network Solutions’s SOF. Once Service has progressed past installation phase and has been delivered to Client as a working Service this section shall no longer apply. The Service Delivery is dependent on available space, power, hardware and available network connectivity within a given data center. Corporate Network Solutions reserves the right to limit the service delivery to a new Client or expansion of existing Clients based on availability of space, power, hardware, or network connectivity. Corporate Network Solutions also reserves the right to limit Service Delivery in the event that necessary service components including, but not limited to, electrical power, cooling capacity, cabling, rack space, switching/routing/network infrastructure, application software, etc. are either unavailable, unattainable at a reasonable cost to Corporate Network Solutions, or put other Client’s environments at risk of disruption.

3. SERVICE DESCRIPTIONS
   For all storage services, Corporate Network Solutions defines a terabyte (TB) as 1024 gigabytes (GB).Any of the following options may be added, individually, to Client Service for an additional fee:

   Managed Private Cloud
   Managed Private Cloud (MPC) is a dedicated, built to order, infrastructure offering where Corporate Network Solutions’s SOW governs delivery, management, and administrative responsibilities. MPC hardware is owned by Corporate Network Solutions and leased to the Client on a schedule identified in the SOF. At a minimum, Corporate Network Solutions is responsible for managing all systems “beneath the hypervisor”, meaning that Corporate Network Solutions will maintain all components required host operating systems and data. Corporate Network Solutions is not responsible, unless identified in a SOW, for managing Client’s operating systems, applications, data, backups, or disaster recovery.

   Virtual Private Data Center
   Virtual Private Data Center (VPDC) is a multi-tenant, shared infrastructure offering where a Corporate Network Solutions SOW would only govern delivery, management, and administrative responsibilities in unique cases. VPDC hardware is owned by Corporate Network Solutions and Clients are granted access to a specific amount of computing resources. Corporate Network Solutions is responsible for managing all systems “beneath the hypervisor”, meaning that Corporate Network Solutions will maintain all components required host operating systems and data. Corporate Network Solutions is not responsible, unless identified in a SOW, for managing Client’s operating systems, applications, data, backups, or disaster recovery.

   Data Security Cloud
   Data Security Cloud (DSC) is a multi-tenant, shared infrastructure offering where a Corporate Network Solutions SOW would only govern delivery, management, and administrative responsibilities in unique cases. DSC hardware is owned by Corporate Network Solutions and Clients are granted access to a specific amount of computing resources. Corporate Network Solutions is responsible for managing all systems “beneath the hypervisor”, meaning that Corporate Network Solutions will maintain all components required host operating systems and data. Corporate Network Solutions is not responsible, unless identified in a SOW, for managing Client’s operating systems, applications, data, backups, or disaster recovery.

   Backup and Replication Services
   Backup and Replication Services are a multi-tenant, shared data protection offering that provides software, hardware, and connectivity to protect VMs hosted within, and external to, Corporate Network Solutions’s demarcation point. Corporate Network Solutions will manage all hardware and software related to maintaining the service’s availability. In some cases, Corporate Network Solutions will also configure, schedule, and monitor for backups, replication, and completion to ensure success. Client is responsible for communicating requested backup and replication schedule, retry windows, retention periods, and job type during the sales engagement process. Clients may also request changes to any configured setting during the contract period. Corporate Network Solutions will govern all non-default Backup and Replication Service specifics through a SOW. Default backups schedule is one full backup followed by nightly reverse-incremental held for two weeks.

   Disaster Recovery Services
   The Disaster Recovery Service is virtual machine protection offering that facilitates the recovery of “protected” operating systems and data. Corporate Network Solutions will manage all hardware and software related to maintaining the service’s availability. Through a SOW Corporate Network Solutions will configure and manage the protection mechanisms to ensure Client’s virtual machines are replicating between sites. Generally, Client is responsible for initiating recovery events and executing specific configuration (IP address, DNS, etc…) changes necessary to run application in failed over state. Corporate Network Solutions will provide technical assistance and support fail over attempts as defined in the SOW.

4. SERVICE LEVEL AGREEMENTS (SLA)
   The following Corporate Network Solutions Service Level Agreement (“SLA”) is a policy governing the use of the Corporate Network Solutions Cloud Enterprise Services (“CES”) and Disaster Recovery as a Service (“DRaaS”) under the terms of the Master Service Agreement (the “MSA”) between Corporate Network Solutions, LLC., and Clients of Corporate Network Solutions. Unless otherwise provided herein, this SLA is subject to the terms of the MSA and capitalized terms will have the meaning specified in the Agreement. We reserve the right to change the terms of this SLA in accordance with theMSA.General CES SLA
   1. Service Commitment
      Corporate Network Solutions will use commercially reasonable efforts to make Cloud Enterprise Services available with a Monthly Uptime Percentage of 100%. In the event Corporate Network Solutions does not meet the Monthly Uptime Percentage commitment, Client will be eligible to receive a Service Credit as described below.
   2. Service Credits
      If the Monthly Uptime Percentage for a Client drops below 100% during a Service Month, that Client is eligible to receive one (1) Service Credit for every fifteen (15) minute period that Cloud Services was Unavailable up to a maximum amount equal to fifty (50) percent of the usage fees calculated during the Eligible Credit Period or one full month, whichever is lesser. DSC credits shall be 10% of monthly bill per Service Credit and 5% for all other CES products (VPDC/MPC). For the purposes of determining Service Credits Client will only be eligible for Service Credits related to the unavailability of:
      1. The Corporate Network Solutions Client Portal, or
      2. The infrastructure and network connectivity.

      Whichever Service was least available during the Service month, Corporate Network Solutions will apply any Service Credits only against future payments otherwise due from Client; provided that:

      1. Corporate Network Solutions may issue the Service Credit to the Client account for the Service Month in which the Unavailability occurred,
      2. Client is current with all payment obligations set forth in the Agreement, and
      3. Client’s total calculated usage fees for the Eligible Credit Period are greater than or equal to $100.

      Service Credits shall not entitle Client to any refund or other payment from Corporate Network Solutions. Service Credits may not be transferred or applied to any other account. Unless otherwise provided in the Agreement, Service Credits are Client’s sole and exclusive remedy for any unavailability or non-performance of Services.

   3. Credit request and Payment Procedures
      To receive a Service Credit, Client must submit a request by sending an e-mail message to support@cnsolutions.com. To be eligible, the credit request must:
      1. Include SLA Service Credit Claim in the subject of the e-mail message;
      2. Include, in the body of the e-mail, Client’s Organization name, or Client ID the dates, times, and length of each Unavailability Period that Client claim to have experienced;
      3. Include any documentation that corroborates Client’s claimed Unavailability; and
      4. Be received by Corporate Network Solutions within thirty (30) calendar days of the last day reported in the Unavailability claim.

      If the Monthly Uptime Percentage of such request is confirmed by Corporate Network Solutions and is less than 100% for the Service Month, then Corporate Network Solutions will issue the Service Credit to Client within one Service Month following the month in which the request is confirmed. Client’s failure to provide the request and other information as required above will disqualify Client from receiving a Service Credit. Corporate Network Solutions’s data and records will be the sole factor for validating claims due to Unavailability.

   4. CES SLA Exclusions
      The Service Commitment does not apply to any unavailability, suspension or termination of Cloud Services, or any other performance issues:
      1. That result from Service Suspensions described in the following sections of the Agreement: Term and Termination, and Default Events and Remedies;
      2. Caused by factors outside of the reasonable control of Corporate Network Solutions, including any force majeure event or Internet access or related problems beyond the Corporate Network Solutions Network Demarcation Point;
      3. That result from any actions or inactions of Client or any third party;
      4. That result from Client equipment, software or other technology and/or third party equipment, software or other technology (other than third party equipment within Corporate Network Solutions’s direct control);
      5. That result from failures of individual functions, features, infrastructure, and network connectivity Unavailability; or
      6. Arising from Corporate Network Solutions’s suspension and termination of Client’s right to use Cloud Services in accordance with the Agreement (collectively, the ” Cloud Enterprise SLA Exclusions”).

      If availability is impacted by factors other than those explicitly listed in this agreement, Corporate Network Solutions may issue a Service Credit considering such factors in our sole discretion.

   5. DISCLAIMER
      If Corporate Network Solutions misses the SLA goal because of problems with Client’s behavior or the performance or failure of Client’s equipment, facilities, or applications, Corporate Network Solutions can’t give Client credit. Additionally, extenuating circumstances beyond Corporate Network Solutions’s reasonable control such as (without limitation) acts of any governmental body, acts of terrorism, war, insurrection, sabotage, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, unavailability of interruption or delay in telecommunications or third party services (including DNS propagation), failure of third party software or hardware or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of Client’s Web site could cause some hang-ups that Corporate Network Solutions cannot be liable for.

   Network SLA

   1. 100% Network Uptime Guarantee.
      Corporate Network Solutions guarantees that the network will be available 100% of the time during the billing cycle (excluding scheduled maintenance and promotional bundles which include bandwidth). Clients are not entitled to a credit if the downtime is caused by:
      1. Actions of the Client or others authorized by Client to use the Service under the Agreement;
      2. The failure of Third Party Service to Corporate Network Solutions’ network;
      3. Application, software, or operating system failure,
      4. The result of network maintenance activity,
      5. Denial of Service attack, hacker activity, or other malicious event or code targeted against Corporate Network Solutions or a Corporate Network Solutions Client, or
      6. Failure of any Network or Internet Infrastructure not owned or managed by Corporate Network Solutions.
   2. REPORTING REQUIRED
      Client should report downtime incidents to us via email to support@cnsolutions.com within three (3) days of the event’s commencement. Only one event per report, please. Please include the service type, IP Address, and a full description of the service interruption including logs (if applicable). Downtime officially begins at the time Corporate Network Solutions receives the email “ticket” and verifies an outage, and ends when Corporate Network Solutions has, at its sole discretion, resolved the issue.
   3. EXCLUSIONS
      If Client are currently behind in payments for Client’s accounts, or have been behind 3 or more times in the preceding 12 months, Clients don’t qualify for an SLA credit for Downtime. Valid SLA claims can’t be credited if Client has outstanding abuse issues, but once Client’s abuse issues are resolved Corporate Network Solutions will gladly credit all valid claims. Making false or repetitive claims will cost Client $50 per incident and may place Client in violation of account Acceptable Use Policy and Terms and Conditions. Clients engaging in malicious or aggressive Internet activities such as attacks or counter-attacks are in violation of the Acceptable Use Policy and Terms and Conditions and are therefore not entitled to SLA credits.
   4. SUPPORT
      20 Minute Support Response Guarantee. Corporate Network Solutions guarantees that one of Corporate Network Solutions’s talented professionals will respond to Client’s support tickets or inquiry within 20 minutes of submission. This applies to support tickets emailed to support@cnsolutions.com.

   Disaster Recovery as a Service (DRaaS) SLA

   1. Service Availability
      1. Cloud Infrastructure Downtime Definition.
         Cloud Infrastructure Downtime occurs when Client’s server cannot transmit or receive data to/from the Internet due to the failure of infrastructure equipment managed and owned by Corporate Network Solutions.
      2. Infrastructure Equipment Definition.
         Consists of all of Corporate Network Solutions’s on-premises cloud infrastructure hardware including routers, switches, and cabling and includes the individual services or software running on the virtual machines (“VMs”); excluding client portals. On Premises cloud infrastructure extends only to the Corporate Network Solutions demark which is Corporate Network Solutions’s network termination point. (L2 or VPN)
      3. Service Level Agreement (“SLA”) Event.
         Each of the following will be considered an SLA Event for the Disaster Recovery as a Service as provided in Exhibit A:
         1. Any Network outage that renders replication services unavailable for more than twenty (20) consecutive minutes.
         2. The data store(s) associated with Client’s DRaaS storage is unavailable for more than three (3) consecutive minutes.
         3. Client’s failed-over virtual machines for a class of service become inaccessible for more than five (5) consecutive minutes due to physical host server failures.
         4. Recovery Point Objective (“RPO”) of more than 1 hour.
         5. Recovery Time Objective (“RTO”) of more than 4 consecutive hours. Any built-in service functions for failover testing, planned migration, or live failover and recovery result in virtual machine replicas not powering on in less than 4 consecutive hours from the time a request is acknowledged and approved by Corporate Network Solutions. RTO is defined by Corporate Network Solutions as the restoration and successful boot of the Client’s Virtual or Physical servers.
   2. Service Credits
      1. An “SLA Credit” is an amount equal to 10% of the monthly Service Offering recurring or metered (as applicable) subscription charges invoiced by Corporate Network Solutions for the affected class of service in the calendar month for which the SLA Credit is due. If the Availability of a class of service that Client purchases is less than the associated Availability Commitment in a given calendar month, then Client may request one (1) SLA Credit, and one (1) additional SLA Credit for each additional 300 minutes the class of service was Unavailable, up to a total of three (3) SLA Credits in a given calendar month.
      2. A “Chronic SLA Credit” is an amount equal to 100% of the monthly Service Offering recurring or metered (as applicable) subscription charges invoiced by Corporate Network Solutions, for the affected class of service, in the calendar month in which the SLA Credit is due. Any Chronic SLA Credit is in lieu of any SLA Credits that might be otherwise due. If Client is eligible to receive an SLA Credit or a Chronic SLA Credit in three (3) consecutive calendar months and all the credits are related to the same SLA Event type, then Client may request a Repetitive SLA Credit.
      3. A “Repetitive SLA Credit” is an amount equal 100% of the largest monthly Service Offering recurring or metered (as applicable) subscription charges invoiced by Corporate Network Solutions for the affected class of service, in one of the calendar months in which the SLA Event occurred. If an SLA Credit or a Chronic SLA Credit was already received in the Repetitive SLA Credit period, then the amount of the Service Credit that Client may request will be the difference between the aggregate amount of Service Credits received and the Repetitive SLA Credit.
      4. As compensation for a downtime event, Corporate Network Solutions will credit Client’s account in one monthly billing cycle in the following manner for downtime occurring to only each respective class of service being provided through the DRaaS offering.
      5. Clients are not entitled to a credit if the downtime is caused by:
         1. Actions of the Client or others authorized by Client to use the Service under the Agreement;
         2. The failure of Third Party Service to Corporate Network Solutions’s network;
         3. The result of network maintenance activity;
         4. Denial of Service attack, hacker activity, or other malicious event or code targeted against Corporate Network Solutions or a Bare Metal Client. Failure of any Network or Internet Infrastructure not owned or managed by Corporate Network Solutions;
         5. Bugs in code, hardware, or services for which there is no commercially reasonable, known fix (even if there is a known workaround).
   3. Client Responsibilities
      1. Client will ensure new VM’s are placed into appropriate protection groups or requesting inclusion via a support request to Corporate Network Solutions.
      2. Client will notify Corporate Network Solutions of any changes in their on-premises infrastructure that may impact replication.
      3. Client will notify Corporate Network Solutions of any virtualization or network maintenances that may impact replication.
      4. Client will coordinate with Corporate Network Solutions to conduct failover tests. Client will provide Corporate Network Solutions with at least two weeks’ notice for testing. Two failover tests are included per year.
   4. Reporting
      Client should report downtime incidents and failover requests to us via email to support@cnsolutions.com immediately of the event’s commencement. Only one event per report, please. Please include the service type, IP Address, and a full description of the service interruption including logs (if applicable). Downtime officially begins at the time Corporate Network Solutions receives the email “ticket” and ends when Corporate Network Solutions has, at its sole discretion, resolved the issue. Corporate Network Solutions shall initiate support and failover activation response within twenty (20) minutes from receiving instruction from the client to initiate the failover. Client should utilize the “Failover Hotline” to contact Corporate Network Solutions at 888-261-1312 or initiate a ticket.
   5. Account Status
      If Client is currently behind in payments for Client’s accounts, of has been behind 3 or more times in the preceding 12 months, Client does not qualify for an SLA credit for Downtime. Valid SLA claims can’t be credited if Client has outstanding abuse issues, but once Client’s abuse issues are resolved Corporate Network Solutions will gladly credit all valid claims. Making false or repetitive claims will cost Client $50 per incident and may place Client in violation of account Acceptable Use Policy and Terms & Conditions. Clients engaging in malicious or aggressive Internet activities such as attacks or counter-attacks are in violation of the Acceptable Use Policy and Terms & Conditions and are therefore not entitled to SLA credits. Making false or repetitive claims will cost Client $50 per incident and may place Client in violation of account Acceptable Use Policy and Terms & Conditions. Clients engaging in malicious or aggressive Internet activities such as attacks or counter-attacks are in violation of the Acceptable Use Policy and Terms & Conditions .
   6. Application of Service Credits
      Whichever Service was least available during the Service month, Corporate Network Solutions will apply any Service Credits only against future payments otherwise due from Client; provided that:
      1. Corporate Network Solutions may issue the Service Credit to the Client account for the Service Month in which the Unavailability occurred,
      2. Client is current with all payment obligations set forth in the Agreement, and
      3. Client’s total calculated usage fees for the Eligible Credit Period are greater than or equal to $100.
      4. Service Credits shall not entitle Client to any refund or other payment from Corporate Network Solutions. Service Credits may not be transferred or applied to any other account. Unless otherwise provided in the Agreement, Service Credits are Client’s sole and exclusive remedy for any unavailability or non-performance of Services.
   7. Credit request and Payment Procedures
      To receive a Service Credit, Client must submit a request by sending an e-mail message to support@cnsolutions.com. To be eligible, the credit request must:
      1. Include SLA Service Credit Claim in the subject of the e-mail message;
      2. Include, in the body of the e-mail, Client’s Organization name or Client ID, the dates, times, and length of each Unavailability Period that Client claims to have experienced;
      3. Include any documentation that corroborates Client’s claimed Unavailability; and
      4. Be received by Corporate Network Solutions within thirty (30) calendar days of the last day reported in the Unavailability claim.

      If the Monthly Uptime Percentage of such request is confirmed by Corporate Network Solutions and is less than 100% for the Service Month, then Corporate Network Solutions will issue the Service Credit to Client within one Service Month following the month in which the request is confirmed. Client’s failure to provide the request and other information as required above will disqualify Client from receiving a Service Credit. Corporate Network Solutions’s data and records will be the sole factor for validating claims due to Unavailability.

   8. General Exclusions
      The Service Commitment does not apply to any unavailability, suspension or termination of Cloud Services, or any other performance issues that result from Service Suspensions described in the following sections of the Agreement:
      1. Term and Termination or Default Events and Remedies;
      2. Caused by factors outside of the reasonable control of Corporate Network Solutions, including any force majeure event or Internet access or related problems beyond the Corporate Network Solutions Network Demarcation Point;
      3. That result from any actions or inactions of Client or any third party;
      4. That result from Client equipment, software or other technology and/or third party equipment, software or other technology (other than third party equipment within Corporate Network Solutions’s direct control);
      5. If availability is impacted by factors other than those explicitly listed in this agreement, Corporate Network Solutions may issue a Service Credit considering such factors in our sole discretion.
   9. Network Exclusions
      The Service Commitment does not apply to unavailability caused by the following Network related instances:
      1. Client bandwidth provider experiences throughput or latency issues that cause disruptions in replication.
      2. Client makes changes to core routing infrastructure (ACL, IP changes, new equipment) which cause a break in the replication chain.
      3. Client bandwidth does not support the change rate of replicated VMs.
      4. External access to applications:
         1. Responsible for DNS Failover or global load-balancing.
         2. Client change in network configuration that is not applied to DRaaS on premises cloud infrastructure.
         3. Compatible Private IP scheme
   10. Software and Hardware Exclusions
       The Service Commitment does not apply to unavailability caused by the following Software and Hardware related instances:
       1. Client upgrades host to outside of the compatibility of Zerto.
       2. Client adds or re-builds a host and does not install the agent or inform Corporate Network Solutions to install agent.
       3. Client experiences issues with their Zerto Virtual Manager due to environment changes (Network, improper vMotions, Power Off, HA event).
       4. RPO Replication of 3rd party software/services not contracted through Corporate Network Solutions or one of its partners (SQL Mirror, Master/Slave, AD replication).
       5. RTO Replication of 3rd party service not contracted through Corporate Network Solutions or one of its partners (SQL Mirror, Master/Slave, AD replication).
       6. In-guest shares in a VM (iSCSI, CIFS, NFS).

       Commitment does not apply if failover is intended to correct virus related issue, where no previous check point is clean.

1. 5. DISCLAIMERS
      No Product Warranty
      Corporate Network Solutions makes no express or implied warranties of product merchantability or fitness for any particular purpose. While all services are designed to be resilient, it is up to the Client to plan for disasters and it is always recommended to keep an off-site backup of critical data in event of critical failure or disaster.
      Notice of Loss
      Corporate Network Solutions is not liable for any loss or corruption of data. Clients are always encouraged to retain a copy of data. In the event of loss or destruction of or damage to Client data, Corporate Network Solutions will provide notification to Client via e-mail to an address provided by the Client. Client must ensure that the e-mail address is valid.
   6. SOFTWARE
      Corporate Network Solutions will provide all software licensing necessary to delivery managed resources to include, but not limited to; VMWare VSPP, Windows SPLA, Veeam Cloud Connect, and Zerto. Any software installable or key to be delivered to the Client will be defined in a subsequent SOW.
   7. RIGHT TO AUDIT
      At times, Corporate Network Solutions may require access to environments, hosted or not, to ensure licensing practices and agreements are being followed. This requirement is to protect both Corporate Network Solutions and the Client from unintentionally breaching 3rd party licensing requirements. Corporate Network Solutions may request auditing access to portals, management infrastructure, monitoring systems, and reporting to verify configurations, licensing counts, and adherence to practices set forth in the SOW. Clients have 10 business days to provide access from the date a request is delivered to the Client’s Program Manager.
   8. MAINTENANCE AND SERVICE MODIFICATIONS
      Technical Reviews
      Corporate Network Solutions engineers will review and approve all architectures and proposed changes for technical accuracy and risk to ensure environment stability. Client may request via email a technical review as part of their monthly support allocation to address any technical subjects.Program Reviews
      At the request of either Program Manager, a Program Review (PR) can be scheduled to review SOW performance, areas for improvement, and to address any outstanding programmatic items.

      Service Requests
      Corporate Network Solutions 24×7 NOC and Infrastructure Engineers will respond to all non-emergency service requests according to the below schedule;

      1. 1st Response within 30 minutes
         All requests will be acknowledged by the NOC staff within 30 minutes as verification the issue has been received and is being reviewed. Level 1-2 troubleshooting will commence during this time.
      2. 2nd Response within 2 business hours
         This will be a notification of suggested resolution or escalation. NOC staff will attempt to satisfy the request with available resources, if no resolution is found within 120 minutes the problem will be escalated to the appropriate engineering team for further attention.
      3. 3rd Response (Engineering) within 8 business hours
         Business hours are Sunday through Friday 00:00AM-5:00PM MSTIf non-business hour support is requested, Client must indicate that in the service request and the appropriate escalations will be made. Emergency Service Requests are escalated immediately if the below requirements are met, and will be acted upon ASAP;
      4. Emergency Service Request – A request to rectify a deficiency in the operations of an environment or inability to access the contracted service.

      Technical Support
      Corporate Network Solutions’s NOC will provide 24×7 technical support to Client. This support shall include troubleshooting, how-to requests, and fulfill limited operational requests. The NOC will escalate any request that cannot be fulfilled to engineering teams if not able to fulfill request.

      Engineering & Operations Improvement Recommendations
      Corporate Network Solutions will periodically supply a recommendations report to Client with suggested upgrades, changes to architecture, operational suggestions, and capacity expansion requirements. These are suggestions only and may require additional support hours, monetary funds, or changes to the SOW to implement. These recommendations will be justified and formally delivered to Client’s Program Manager for consideration. Additionally, Corporate Network Solutions will not be held responsible adverse outcomes from Client not adopting suggested changes.

      Program & Engineering Support
      Corporate Network Solutions will provide overall design and engineering support to Client. Systems engineering services shall include system design activities, trade-off studies, performance analyses, requirements decomposition, concept of operation, and operations training. In addition, Corporate Network Solutions will support Design Reviews and Technical Interchange Meetings as requested by the Client’s Program Manager.

   9. CHARGES
      The subsections of this section define the recurring and non-recurring charges and fees pursuant to this schedule.

      MONTHLY RECURRING FEES
      The Initial Monthly Recurring Charges are the initial monthly fees charged for this Schedule. This fee may be modified by mutual agreement of Client and Provider based on changes to the initial configurations, covered devices, or other similar environment variables.

      NON-RECURRING SERVICE FEES
      The non-recurring services and fees associated with this Schedule include but are not limited to any Out-of-Scope fees and/or the fees for any associated labor and other services provided under a Statement of Work or for the migration/installation/implementation of Client’s production environment from its current state to Provider’s Cloud/Hosting environment or for other purposes agreed to by Provider and Client, including, but not limited to, those defined in a Statement of Work as one time or non-recurring fees or services whether created at the time of or subsequent to the execution of this agreement.

      Initial Setup Fees
      The initial setup fees and charges for this Schedule are the one-time non-recurring fees associated with the initial setup of Client’s services. This fee may be modified by mutual agreement of Client and Provider based on changes to the initial configurations, scope, covered devices or other similar environment variables. Initial Setup Fees do not include the charges for Data Migration. Data Migration Fees will be specified and covered under a separate Statement of Work or Project.

      The initial setup and other non-recurring fees for setup services provided under this schedule are as follows:

10. UNSUPPORTED SERVICES
    Corporate Network Solutions will not support, as part of the Services provided under this Addendum, any of the following:
    1. Custom programming for any application
    2. Installation of operating systems, databases, or applications not specifically identified in a SOW.
    3. Creation of firewall rules, IDS alerts, Client alarms, or logging, not otherwise contracted under the Security Services offering.
    4. Application configuration or any item not defined as supported under this agreement or a SOW.
    5. Other services/features of a given application as identified by Corporate Network Solutions as unsupportable during or after such application’s installation.
    6. Any workstation, server, or other device located outside of a Corporate Network Solutions Data Center and/or not specifically covered under this Schedule or a SOW.
    7. Maintain any other copy of Client’s data for the purposes of Client restoration or recovery, not otherwise contracted under the Security Services offering.
11. UNSUPPORTED APPLICATIONS AND HARDWARE
    Applications and Hardware that are considered “End of Life” or “End of Support” (EOL/EOS) are otherwise not supported by the application developer/vendor are out-of-scope under this Addendum, unless specifically identified in a SOW. All EOL/EOS application and hardware supported by a SOW can only be supported as “best-effort” and support cannot be guaranteed.
12. ONSITE SERVICES
    Onsite services must be executed through remote access and specifically identified in SOW. Corporate Network Solutions must be granted appropriate remote access, appropriate permissions to complete the services, and a physically onsite POC to provide local support.
13. IN-SCOPE SERVICES
    All items defined as “In-Scope Services” are included in the SOF and SOW unless otherwise noted. All prices are in U.S. dollars and exclude any applicable duties and taxes.
14. OUT-OF-SCOPE SERVICES
    Out-of-Scope services may be provided at Client’s request and on a per occurrence basis at Corporate Network Solutions’s prevailing labor rates. Unless otherwise defined in the SOW, Corporate Network Solutions’s labor rate is $150/hour. Corporate Network Solutions will provide the Client with an out-of-scope warning and estimate level of efforts (in full hours) that must be accepted in writing before out-of-scope work can begin. All out-of-scope work will be considered best-effort and Corporate Network Solutions will not be held responsible for any issues that arise.
15. CLIENT PROGRAM MANGERS & POINT OF CONTACTS
    As part of the initial setup and during the onboarding process Client will be required to provide the name of its elected internal Point of Contact (POC) and a Program Manager (PM) as well as backups for each. The Client POC’s individually and together serve as a focal point for all information concerning its service activities. Client Program Managers are the only representatives of the Client who can request service additions, modifications, deletions, or out-of-scope work.
16. SERVICE ADDITIONS, DELETIONS, OR MODIFICATIONS
    In order to add or delete services from this Schedule, Corporate Network Solutions shall accept either written or electronic authorizations from the Client’s Program Manager. Program Managers must submit the request to their Sales or Account Executive for processing.
17. EXCLUSIONS
    Services under this Schedule do not include services for problems arising out of: (a) any attempted or actual modification, alteration, or addition of software or hardware undertaken by persons other than Corporate Network Solutions or Corporate Network Solutions’s authorized representatives unless previously approved in writing by Corporate Network Solutions.

    Client, by affixing his/her/their signature hereto, acknowledges that (he/she/they) has\have read the above “Exclusions” and fully understands these terms.

18. CLIENT RESPONSIBILITIES
    Client shall document and promptly report all errors or malfunctions of a system covered under this agreement to Corporate Network Solutions. Corporate Network Solutions shall provide all necessary spare parts and/or other hardware to maintain equipment owned by it necessary to the fulfillment of any service under this Schedule.

    Client shall not use anything whether tangible or intangible which is appurtenant to and/or provided by this agreement for any unlawful purpose or for any purpose which is prohibited by Corporate Network Solutions’s Network Abuse Policy and/or Acceptable Use Policy as is posted on its website.

19. STATEMENT OF WORK; RESPONSIBILITY MATRIX
    A Statement of Work (“SOW”) and Responsibility Matrix (“RM”) may be used to specify the specific duties, scope, locations, deliverables, standards, activities, and general requirements for any Cloud or Enterprise Service offered by Corporate Network Solutions to a Client.