Service Description Managed Applications

Transcription

1 Service Description Managed Applications Table of Contents 1 Definitions Purpose of the document Prerequisites Overview Description of the Service Customer portals Cloud Store portal Service Delivery Manager Basic services Business and Premium services Datacenters Prices Managed OS Overview Description Specifications Limitations Managed database Overview Description Specifications Limitations Managed middleware Overview Description Specifications Limitations Managed application Overview Managed application management Option: Pre-Production Management Description Limitations Supplementary managed services Back-up and restoration services Objective Description Characteristics Limitations Managed Applications - Service Description 1/18

2 9.2 Scheduling with VTOM Objective Description Characteristics Limitations Managed SMTP Relay Overview Functionality Description Spécifications Limitations Infrastructure services included Antivirus service Managing patches and service packs Supervision Service DNS Services NTP Services Service provision and support Services center Organisation of the Support Services Support offers Incident Management Change management Release management Configuration management Reversibility List of figures Figure 1 - Le portail Cloud Store... 4 List of table Table 1: Description of Managed OS services... 6 Table 2: Managed OS specifications... 6 Table 3: Managed database description:... 7 Table 4: Specifications for Managed database... 7 Table 5: Architecture for Managed database... 8 Table 6: Description of Managed Middleware services... 8 Table 7: Specifications for Managed middleware service... 9 Table 8: Managed application description Table 9: Description of back-up and restoration Table 10: Compatible operating systems Table 11: Standard retention policy Table 12: Description of scheduling service via VTOM Table 13 : Description of services "Managed Relay SMTP" Table 14 : Specifications "Managed Relay SMTP" Table 15: Service package by level of Support Table 16: Incident severity levels... Erreur! Signet non défini. 2/18

3 1 Definitions Availability Zone refers to a separate data center sufficiently distant from the others, if any, in the same Region to allow the implementation of a local resilience. Availability Zones in each Region are listed in the Service Description. CSQP (Customer Service Quality Plan) refers to all measures taken by Orange Business Services to produce services within the Contract scope, in accordance with the Contract s provisions. The CSQP lists the service execution conditions visible to both parties, and not the information over which only Orange Business Services has control and visibility. The CSQP provisions may under no circumstances prevail over Contract stipulations. General Terms and Conditions refers to Orange Business Services general terms and conditions for Cloud Services. Managed Tenant refers to the Tenant in which the Customer s Service is hosted. Creation, deletion, modification and listing of these resources and associated Features may be performed by Orange Business Services only. Middleware refers to the Software component required for an application to run, outside of the operating system (OS) or databases. Project refers to a project for which the Customer subscribes to the Service, as referenced in the Purchase Order. Region refers to a geographical area where the Service is available on one or several Availability Zone(s). The Regions are listed in the Service Description. Service refers to the service Managed Applications provided for one Managed Tenant. Each Managed Tenant constitutes a separate Service. Service Pack refers to all updates, corrections and/or improvements to Software delivered as a single installable package. Service Unit refers to a sub-set of the service provided on a Virtual Machine (VM) or physical server, in the event of managed OS Functionalities, Managed Database or Managed Middleware, and on one or more VM(s) or physical server(s) where the managed Application Functionality is concerned. The Customer subscribes to Service Units using the Order Form. Simple Mail Transfer Protocol (SMTP) is the standard protocol for transferring s. SRF2 (Technical Service Request Form) refers to the form that must be filled out, describing the technical characteristics of the services to be delivered. Tenant refers to a virtual private pool of resources on Flexible Engine cloud, only accessible to Users which are authenticated by login and password. Creation, deletion, modification and listing of these resources and associated Features may be performed by those Users only. Token refers to the work unit used to state the prices applicable to the changes requested by the Customer. 2 Purpose of the document The purpose of the present Service Description is to define the Managed Applications Service and to set forth the conditions under which it is provided by Orange Business Services, in application of General Terms and Conditions. 3 Prerequisites The Managed Applications Service relies on the Flexible Engine service, to which the Customer must also subscribe. The Tenant subscribed by the Customer is a Managed Tenant, administered by Orange Business Services. For Managed Tenant, some Flexible Engine functionalities will not be available to the Customer: Change management, incident management, and Flexible Engine releases (security rules, VM upgrades, etc.) are run under the Managed Applications service. The Flexible Engine console and reporting tool in the Cloud Store are available in read-only mode. The Customer delegates to Orange Business Services responsibility for selected management tasks on its Managed Tenant, in accordance with the provisions of the document herein. The support level for the Managed Tenant can only be Managed Tenant ; each VM in the Managed Tenant benefits from the level of support subscribed for the Managed Applications Service Units located on that VM. 3/18

4 4 Overview 4.1 Description of the Service The service Managed Applications provide to Customer the 4 following management levels: 1. Managed OS: Operating system management including tasks connected with the server and supplementary upgrading activities, 2. Managed database: This service provides the Customer with complete database management, including tasks connected with the server and optimisation and upgrading activities. 3. Managed middleware including all software offered in the catalogue by the components: Web server Application server File server Directory server Scheduling via VTOM (production plans) 4. Managed application: Customer business application management (e-business web, ERP, CRM, Finance, HR, etc.) Different levels of management can be subscribed to for a single Project, however: At the managed database and managed middleware management levels, the Customer is required to subscribe to the managed OS management level. At the Managed Application management level, the Customer must subscribe to the managed OS management level, and the managed database and managed middleware management levels, as the application requires that the related components be implemented in order to function. Each of the Managed Tenant's virtual servers (VM) may have one of the 4 possible management levels. The management level applies to the server in its entirety; different software cannot be hosted at different management levels on a single server. 3 levels of support (Standard, Business, Premium) can be subscribed to via the Managed Applications offer. (see Support Offer). The same level of support must be subscribed for all the Service Units located on the same VM. 4.2 Customer portals Cloud Store portal The Cloud Store portal offers a customer space, from which customers can manage their Managed Applications services. Figure 1 - The Cloud Store Portal From the Cloud Store, Customers may manage all contracts to which they have subscribed, in particular via the following sections: Contract: this section offers viewing general information on contracts and orders made. Services: enables Customers to order online services or access the change request tools. 4/18

5 Invoices: enables Customers to view all invoices on-line and access the information needed to contact the invoicing department Support: provides access to the incident reporting tool and information needed to contact the customer support centre. Users: enables Customers to manage user rights on each offer and on the customer space. 4.3 Service Delivery Manager The Service Delivery Manager (or SDM) is the preferred contact for Customer IT where the Managed Applications service is concerned. It offers two types of services: Basic services, included in the price of the Managed Applications service Advanced services, not available to the Standard support customers, and mandatory for the Business and Premium services, based on estimate, depending on the complexity of the Customer s Project Basic services Entails the following responsibilities: Steering and coordinating Customer Project environment deployment (Build phase), Taking part in implementing upgrades / improvement to Customer Service during the Run phase, Business and Premium services Includes the above standard responsibilities, plus those above: Monitoring due functioning of Customer Service during the Run Phase, Advising Customer on possible upgrades to Services subscribed to, Servicing in cascade mode, either at the Customer s request, or at that of the Orange Business Services teams, or proactively, Implementing and steering the Quality Assurance process, In charge of capacity management on the Customer environment (Disk, CPU, RAM). Informing the Customer about upgrades to be taken into account to allow optimal functioning of the environment. 4.4 Datacenters The Customer may subscribe to the Managed Applications Service across all Flexible Engine Datacenters. The Region is selected by the Customer at the time of Order. 4.5 Prices The prices for the Service are fixed, with the exception of the services of backup, restoration and request tokens for change whose prices are revisable. For any subscription for additional services in the course of the Contract, the rates in force at the time of this subscription apply. The Service is subject to a minimum invoice whose amount is specified in the Price List. The prices are defined per Region. When the prices depend on the duration of the commitment, the commitment period taken into account for the subscription of additional services is equal to the remaining commitment duration rounded up when applicable to the duration immediately superior existing in the Price List. The rates of the Managed Applications Service do not include the price of the Managed Tenant, to which the Customer must subscribe using the Purchase Order to benefit from the Service, and which rates are set out in the Flexible Engine Price List. The Customer must subscribe the Managed Tenant support level when subscribing the Flexible Engine Managed Tenant. This support level will be charged according to the corresponding Flexible Engine tariff. 5/18

6 5 Managed OS 5.1 Overview With this service, the Customer is provided with complete operating system management, including tasks connected with the VM (Virtual Machine). It is available only to the Customer s Managed Tenants. 5.2 Description The description of the services provided under the Managed OS Service is: Phase OS Server implementation Table 1: Description of Managed OS services Activities Installing and configuring operating system Installing and configuring storage Configuring the network and access services Installing and configuring agents (DNS, NTP, Antivirus Sophos services, backup agent, monitoring agent) Configuring access to the package repository Installing and configuring the security service OS Server operation Administering and maintaining the configuration Evaluating, planning and executing requests for changes Patch services 24x7x365 supervision Incident upscaling Back-up and restoration services 5.3 Specifications The service applies to the following operating systems: OS Table 2: Managed OS specifications Distribution and version Linux CentOS 6, 7 Debian 7, 8 Ubuntu 14 Red Hat Enterprise Linux (versions 5, 6, 7) Suse 11, 12 Windows Server Windows Server 2008 R2 Windows Server 2012 R2 5.4 Limitations The following activities remain the Customer's responsibility: Verifying the proper operation of the infrastructure and of the OS Making the decision to restore operating system 6/18

7 6 Managed database 6.1 Overview Orange Business Services technically operates the Customer database(s), including server-related tasks, as well as optimisation and upgrading activities. Database software license subscriptions are taken out by Orange Business Services, which is thus the licenceholder, or by the Customer, depending on the Software publishers terms. Change management Some administrative tasks, such as security maintenance, are carried out proactively by Orange Business Services. 6.2 Description The managed database consists of the following services: Phase Database implementation Database Operation Table 3: Managed database description: Activities Installing and configuring operating system Installing and configuring storage Installing and configuring the database(s) Setting up the network and access services Installing and configuring agents (DNS, NTP, Antivirus Sophos services, backup agent, monitoring agent) Configuring access to the package repository Installing and configuring the security service Administering and maintaining the configuration Evaluating, planning and executing requests for changes Patch services 24x7x365 supervision Incident upscaling Back-up and restoration services 6.3 Specifications The service applies to the following databases: Databases Database relational PostgreSQL 9 Database Non-relational Table 4: Specifications for Managed database MySQL 5 MariaDB 10 Microsoft SQL Server 2014, 2016 Oracle 11, 12 MongoDB 3.2 Cassandra 3.7 Neo4j 2.3 Couchbase 4.1 Redis 2.8 Elasticsearch 2.4 Databases and version The Managed Database Service enables 3 types of configuration depending on the level of support chosen by the Customer: 7/18

8 Table 5: Architecture for Managed database Service Standard Business Premium Oracle (Basic) Standalone HA (Active-Passive)- RAC One Node HA (Active-Active)- RAC Oracle (Optional) MYSQL Server PostgreSQL 9 MS SQL Server (Basic) MS SQL Server (Optional) Cassandra Stand-alone Stand-alone Stand-alone Stand-alone Dataguard HA (Primary - Standby) replication Manual failover HA (Primary - Standby) Manual fail-over HA (Active-Passive) - log shipping, 2 NodeCluster Mirroring /Replication/ Snap Shots Up to one 3-node cluster with <= 2 Replication Factor (RF) HA (replication, up to 3 nodes) HA (Primary - Standby) replication Manual failover HA (Primary - Standby ) auto fail-over with PGPool-II HA - Always On, Cluster-Multisite (with SAN replication), Multisubnet From more than 3 nodes to one 8-node cluster with >= 3 Replication Factor (RF) HA (data allocation des with replication - 2 Shard node with MongoDB Stand-alone RF=3, up to 10 nodes) MariaDB 10 Stand-alone HA (Primary - Standby) HA (Primary - Standby) manual replication replication Manual failover Couchbase Stand-alone Up to one 3-node cluster Up to one 10-node cluster with with data allocation + data allocation + Replication Replication Redis Stand-alone Multi node (master/slave) with sentinel 3 nodes -NA- Neo4j Stand-alone -NA- -NA- Elasticsearch Stand-alone Multi node cluster with replication and sharding, up to 3 nodes 6.4 Limitations The following activities remain the Customer's responsibility: Verifying the proper operation of the database Making decision to restore database Performing business tasks dependent on the Customer application 7 Managed middleware 7.1 Overview The middleware are installed and set up by Orange Business Services. Multi node cluster with replication and sharding, up to 10 nodes The operating system is always fully-managed by Orange Business Services. It is mandatory that the Customer subscribe to the Managed OS service. Change management Some administrative tasks, such as security maintenance, are carried out proactively by Orange Business Services. 7.2 Description The following chart lists the services supplied as part of the Managed Middleware services: Phase Table 6: Description of Managed Middleware services Activities 8/18

9 Phase Middleware Implementation Middleware Operation Activities Installing and configuring the Web server Installing and configuring the SSL server Installing and configuring the application server Installing and configuring the directory server Installing and configuring the file server (management and transfer) Compliance with safety recommendations Administering and maintaining the configuration Making minor or major upgrades Managing security (patches, access control, anti-virus, etc.) Back-up and restoration services Resource use and recommendations Capacity management Event management 7.3 Specifications The service's specifications are as follows: Middleware Table 7: Specifications for Managed middleware service Distribution and version Web server Apache 2.2.x, 2.4.x IIS 7.5, 8.0, 8.5, 10.0 Squid 3.5.x, 4.0.x Application server Tomcat 7.0.x, 8.0.x, 8.5.x ASP.Net 3.5, 4.5.x, 4.6.x PHP 5.6.x, 7.0.x, 7.1.x Microsoft Office 2013, 2016 Microsoft Exchange 2010, 2013 Microsoft Sharepoint 2010, 2012 Directory server Open LDAP Microsoft AD Technologies: AD Domain Services 2008 R2 SP1, 2012 AD Lightweight Directory Services 2008 R2 SP1, 2012 File server Samba 4.0.x, 4.3.x, 4.4.x, 4.5.x NFS Windows File Services ProFTPD 1.3.5a, 1.3.5b Openssh FTP IIS 7.4 Limitations The following activities remain the Client's responsibility: Verifying the proper operation of the middleware Performing business tasks dependent on the Customer application 8 Managed application 8.1 Overview The Managed Application management level makes it possible to provide the Customer with the following services: Application server installation 9/18

10 Application operation and administration Reporting and application statistics Application supervision Application back-up Orange Business Services can take on responsibility for all customer application management tasks, as an additional service, giving rise to a separate estimate. 8.2 Managed application management Orange Business Services will provide the following services: Production environment maintenance, Application management in other environments (interaction between different environments, such as development, integration, etc.) Application management with dependencies connected to other environments (interaction between different environments such as development, integration, etc. Orange Business Services defines a complexity coefficient depending on the criteria below. These criteria are taken into account to produce the quotation. Number of users, Application maturity, Party in charge of release management Number of interfaces with other applications, Number of servers. By drawing upon the application functioning thresholds set with the Customer, the administrators may diagnose a problem and advise the Customer on corrective action. The functioning thresholds are determined with the Customer from the very deployment of the customer application management service. However, the components subject to proactive monitoring are enhanced throughout the customer application s life cycle, as it is by tracking them day-by-day that the administrators become familiar with the Customer's applications and their behaviours. 8.3 Option: Pre-Production Management This option facilitates good integration of applications into the Customer information system. The activities covered include: Centralising deliveries and validating deliverables Industrialising facilities so as to facilitate and secure production launches Testing the facilities and application in an environment equivalent to that of production Providing the Customer with advice and assistance on deliverables relating to the new versions, processes and possibly other technical choices 8.4 Description The following chart lists the services supplied as part of the Managed Application services: Phase Business Application Implementation Business Application Operation Table 8: Managed application description Activities Installing and configuring the Web site Installing and configuring the Client application Compliance with safety recommendations Administering and maintaining the configuration Back-up and restoration services Event management 10/18

11 8.5 Limitations The following activities remain the Customer's responsibility: Supplying documentation enabling application installation and settings Verifying proper operation of the application Providing application management and operating procedures Making the decision to restore application Performing business tasks dependent on the Customer application 9 Supplementary managed services 9.1 Back-up and restoration services Objective This service makes it possible for the Customer to save and restore at the file level the content of all servers deployed on the Flexible Engine. This service is provided entirely via the teams at Orange Business Services Description The back-up and restoration service includes the following: Phase Back-up and restoration Implementation Back-up and restoration Operation Table 9: Description of back-up and restoration Activities Installing and configuring the agent on customer servers Configuring the central back-up platform to carry out the back-ups an restorations on customer servers Running acceptance tests Monitoring customer back-ups Restarting back-up in the event of failure Making restorations upon customer request Monitoring the back-up platform on a 24x7x365 basis Evaluating, planning and executing requests for system change Planning capacity on the back-up platform Characteristics The back-up and restoration service can be provided to customers already subscribed to managed OS, managed database, managed middleware or managed application services. This service is available for the following operating systems. Operating systems Table 10: Compatible operating systems Distribution and version Linux CentOS 6, 7 Debian 7, 8 Ubuntu 14 Red Hat Enterprise Linux 5, 6, 7 Suse 11, 12 Windows Server Windows Server 2008 R2 Windows Server 2012 R2 The following frequency and retention policy is pre-defined in the back-up system. 11/18

12 Retention policy DAILY-6 WEEKLY-4 MONTHLY-3 DAILY-6 + WEEKLY-4 DAILY-6 + MONTHLY-3 WEEKLY-4 + MONTHLY-3 DAILY-6 + WEEKLY-4 + MONTHLY-3 Table 11: Standard retention policy One daily back-up with 6 days retention One weekly back-up with 4 weeks retention One monthly back-up with 3 months retention Policy details One daily back-up with 6 days retention and one weekly back-up with 4 weeks retention One daily back-up with 6 days retention and one weekly back-up with 3 months retention One weekly back-up with 4 weeks retention and one monthly back-up with 3 months retention One weekly back-up with 6 days retention, one weekly back-up with 4 weeks retention and one monthly back-up with 3 months retention Customers may request specific retention policies and tailored back-up frequencies. The special requests are to be submitted to Orange Business Services for approval Limitations The following activities remain the Customer's responsibility: Complete acceptance tests decision to restore a file or group of files 9.2 Scheduling with VTOM Objective For this functionality, we use the Visual TOM (VTOM) scheduling solution. This Functionality makes it possible to provide the Customer with an application scheduling plan (production plan) and batch plan to be executed Description Scheduling with VTOM includes the following services: Phase Scheduling Implementation Scheduling Operation Characteristics Table 12: Description of scheduling service via VTOM Activities Installing and configuring the agent on customer servers Integrating agent into VTOM server (Console) Running acceptance tests Instituting production plan(s) Administering and maintaining the configuration Monitoring processing operations scheduled Minor or major upgrades (agent, server) Monitoring the scheduling platform on a 24x7x365 basis Scheduling with VTOM can be provided to Customers who have subscribed to one of the Service management levels: Managed OS, managed database, managed middleware, managed application. 12/18

13 9.2.4 Limitations The following activities remain the Customer's responsibility: Verifying the proper operation of scheduling 9.3 Managed SMTP Relay Overview The managed SMTP relay solution allows a Client application, hosted on its Managed Tenant, to send outgoing mails to the Internet after having submitted them to an antivirus Functionality The managed SMTP relay service has the following features: The relays send the mails directly to the recipient domains (MX) on the Internet, s sent through these servers are subject to Sophos antivirus. When a virus is found, the mail is blocked and quarantined. Client applications must use a valid address as a sender. In case of an invalid emitter , Orange Business Services will stop sending the mails. In other cases of non-distribution, mails are kept during a limited period in the queue with retransmission attempts Description The following table lists the services provided as part of the SMTP Relay Managed services: Table 13 : Description of services "Managed SMTP Relay " Phase Activities SMTP SMTP Relay Configuration Implémentation Configuration of the antivirus service coupled to the SMTP relay SMTP Operation Administer and maintain the relay SMTP service Relay SMTP Service Component Updates 24/7 supervision of the service Event management (change & incident) Spécifications The service specifications are as follows: Middleware SMTP Table 14 : Specifications "Managed SMTP Relay " Distribution Postfix Sophos pure message on linux Limitations The service is subject to the following limitations: This service does not offer a full messaging solution (sending, receiving, storage) or a relay solution for mass mailing (eg> 100 mails / min). No possible message reception (port 25 closed from the Internet). It does not host any mailboxes and does not manage any mail domain. 13/18

14 It is not accessible from the Internet, open only to IP addresses of the platform hosted on the shared infrastructure, Message size is limited to 10MB. The service is limited to 100 TCP connections per minute per IP and 100 messages per minute per IP 10 Infrastructure services included 10.1 Antivirus service This solution is composed of antivirus software installed on each server (Endpoint Protection) and an administration panel (Enterprise Console) positioned in the Flexible Engine platform's service zone. The panel manages upgrade distribution as well as deployment strategies and agent settings Managing patches and service packs Orange Business Services provides the Customer with patches and service packs for 3 management levels: Managed OS Managed database: Managed middleware The upgrades are tested and validated by Orange Business Services before being authorised for platform use. The Customer validates or rejects the use of patches thereafter. In the event of any problems stemming from the deployment of the Service Pack, Orange Business Services may not be held liable. The Customer may request that the last image of the virtual machine be restored Supervision Service Orange Business Services undertakes to test the Customer solution infrastructure and application components to ensure smooth operation 24/7 and 365 days a year, at each management level (OS, database, middleware and Application) for which it is responsible. Any dysfunction alert confirmed by the supervision teams will give rise to an incident report with the Help Desk DNS Services Orange Business Services will provide two DNS services to respond to the following needs: Internet address resolution Client Public DNS entry management 10.5 NTP Services Orange Business Services makes an NTP server available as the default time server 11 Service provision and support The items below describe how the hosting service is managed, as operated by Orange Business Services, for all services provided. Services are organised as follows: The Services Center, and more specifically, the Customer Support Center, Services Support, with the following processes: o change management, 14/18

15 o incident Management, o problem management, o Configuration management, o Release management. Services provision, with the following processes: o service level management, o availability management, o continuity management, o capacity management, 11.1 Services center The Services Center establishes 2 contact points via which Orange Business Services can gather Customer demands (e.g.: change, modifications, dysfunctioning, etc.) in order to provide responses. The two contact points are as follows: The Orange Business Services Customer Support Center (CSC), available 24/7, throughout the year. Each CSC enjoys visibility on the entirety of the service and customer applications hosted, The Managed Services Manager (or SDM, for Service Delivery Manager) Organisation of the Support Services The organisation of the Support Services is structured around two entities: Customer Service; Technical Support. Once the Customer has subscribed to a Support Services solution, it can contact Orange Business Services to: Make Service Requests; Report an Incident. The purpose of Orange Business Services is to manage Requests and Incidents, by carrying out the following actions: o Take charge of the Requests and Incidents, and processing and resolving them by following procedures for managing Incidents and Requests as defined in this service agreement; Support offers o o Communicate the appropriate, up-to-date information to the Customer's Named Contact regarding the processing of the Incidents and Requests which have been duly reported; Improve and update the technical support procedures. Orange Business Services offers the following 3 levels of support, according to applications the Service is intended for: 1. Standard: application developments excluding production applications. 2. Business: production applications. 3. Premium: demanding production applications. Table 15: Service package by level of Support Managed Applications Standard Business Premium Support Service Service opening Through the Cloud Store Portal 24x7 15/18

16 By mail By telephone Phone call / limited to the contact persons listed Managed OS Standard Business Premium Supervision Infrastructure supervision Capacity management Operating system supervision Reporting on infrastructure use (VM) Reporting on resource use by VM (ram/cpu/disk) Managed database: Standard Business Premium Supervision Database supervision Capacity management 5 Reporting on resource use by database Capacity review (using history and trends) As an option Managed middleware Standard Business Premium Supervision Middleware supervision Capacity management Reporting on resource use by Middleware Capacity review (using history and trends) As an option Managed application Standard Business Premium Supervision Application supervision Version management Capacity management Max. number of versions per month Deployment automation scripts delivered Version maintenance Reporting on resource use by Application (ram/cpu/disk) Capacity review (using history and trends) 1 month 6 months opt. Support service subscriptions are taken out for a minimum of 6 months. The Customer may modify its order only to move to a higher-range support offer during the commitment period. It then commits once again for 6 months at the new subscription level. Changes in support level come into effect at the start of the calendar month Incident Management Orange Business Services includes an incident management process. The aims of this process consist of: Responding as soon as possible in the event of actual or potential breakdown in Customer applications hosted, Maintaining communication between Orange Business Services and the Customer regarding the situation stemming from the incident, 16/18

17 Assessing the incident to determine the risk of its reoccurring or whether it is a sign of a chronic issue. Orange Business Services addresses incidents: proactively, when an incident has been detected by the supervision tools, In response mode, when an incident has been reported by the Customer via the CSC. The incident management stages (whether reported proactively or in response mode) are as follows: Incident taken into account, Incident categorised by degree of severity, Analysis and diagnostic review, Resolution and resumption of activity, Incident case closed following Customer agreement Change management The entry points for a request for change are as follows: The Cloud Store Portal The Customer Service Center, The Managed Services Managers, for Customer contracts benefiting from the Business or Premium support levels Any non-standard request for change is submitted to Orange Business Services validation, and may be rejected. The list of persons authorised to submit requests for change is updated by the Customer and addressed to the Managed Services Manager so that the modifications can be incorporated. If the request for change is originated by Orange Business Services, the Customer's explicit agreement is sought before implementation can begin. An exception will be made to this procedure where the change was required in response to an incident of severity level 1, as defined in Incident Management. In that event, Orange Business Services notifies the Customer as promptly as possible following implementation of the change Release management Orange Business Services incorporates all upgrades offered by hardware and software suppliers. This includes minor updates - patches, corrections, service packs - as well as major upgrades. Major upgrade application is considered an additional service and will be invoiced as such to the Customer. When Orange Business Services decides to produce a new component, the production launch procedure is treated like a request for change, in line with the rules set out for change management. Orange Business Services ensures that all production servicing is traceable, thanks to an operation tool used by all levels of the CSC. These data are stored by Orange Business Services throughout the Contract period and shall be considered as authentic by Orange Business Services and the Customer for execution of this contract Configuration management Orange Business Services manages the reference bases containing the configuration for all elements included in the Service. 12 Reversibility In line with the General Terms and Conditions, the reversibility conditions are defined as follows: The reversibility period shall not exceed 3 months. 17/18

18 During the reversibility phase, the Guaranteed Fault Repair Time does not apply. Orange Business Services undertakes in particular to provide all technical information about the service architecture (SCQP, SRF2), provided that information requested is not considered protected know-how by Orange Business Services. Should supplementary assistance be required, in addition to that defined above, with steering requested of Orange Business Services, the Customer shall receive: An offer for paid assistance specifying the conditions for assistance, personnel dedicated to reversibility operations, and the possible hardware and physical facilities required. The financial terms applicable to the implementation of this supplementary assistance. The Customer, meanwhile, undertakes to provide any technical or human assistance, and where applicable, financial assistance needed to duly perform the service migration. The Contract's terms and conditions shall continue to apply up to the term of the Reversibility Period. In all events, the Customer shall be solely responsible for its relationship with the buyer and its actions with the latter. 18/18