Managed Infrastructure SLA

Transcription

1 Managed Infrastructure SLA Cntents Terminlgy... 3 Service Descriptin... 3 Service Offerings... 3 Firewall Management Firewall Management Service Level Metric... 4 Managed Firewall Managed Firewall Add-On Optin... 5 Unified Threat Management... 5 Managed Firewall Service Level Metric... 5 Managed Firewall Availability Dependencies... 5 Managed Firewall Limitatins... 5 Netwrk Device Management Netwrk Device Management Service Level Metric... 5 Managed Netwrk Devices Managed Netwrk Device Optins... 6 Managed Ruter... 6 Managed Switches... 6 Managed Wireless... 6 Lad Balancers... 6 Managed Netwrk Device Availability Dependencies... 6 Managed Netwrk Device Limitatins... 6 Managed Netwrk Device Service Level Metric... 6 Physical Server Management Physical Server Optins... 7 Virtual Machine Hst Appliance Standard... 7 Virtual Machine Hst Appliance Perfrmance... 7 Physical Server Management Availability Dependencies... 7 VMware Hst Management VMware Hst Management Availability Dependencies... 8 VMware Hst Management Service Level Metric... 8 Windws Server Management... 8

2 ... 8 Windws Server Management Availability Dependencies... 9 Windws Server Management Service Level Metric... 9 Linux Server Management Linux Server Management Availability Dependencies... 9 Linux Server Management Service Level Metric Strage System Management Strage System Management Availability Dependencies Strage System Management Service Level Metric Dmain Name Management Dmain Name Management Optins Managed DNS SSL Certificates Dmain Management Dmain Name Management Availability Dependencies Managed Infrastructure Availability Dependencies Custmer-Owned Devices TekLinks-Owned Devices Managed Infrastructure Limitatins Service Delivery Cpyright 2018 TekLinks, Inc. All rights reserved. Public. Versin 2.0, March 2018 The master versin f this dcument is maintained electrnically. Printed cpies are uncntrlled and shuld be cnsidered unfficial versins. Please reference the electrnic surce fr current versin. 201 Summit Parkway - Birmingham, Alabama Phne (205) Fax (205) Page 2 f 13

3 This Managed Infrastructure Service Level Agreement ( SLA ) is incrprated int the Qute executed by TekLinks and Custmer fr Managed Infrastructure Services and sets frth the specific terms and cnditins under which TekLinks shall supply the Managed Infrastructure Services described herein t Custmer. The general terms applicable t such Services are cntained in the Master Terms and Cnditins ( MTC ) and the Master Service Level Agreement ( MSLA ) incrprated int the Qute by reference. Capitalized terms used but nt defined herein shall have the meanings set frth in the MTC and MSLA. Terminlgy These are service specific definitins. Cmmn definitins are already defined in ur Master Service Level Agreement. Device The Custmer server, ruter, switch, firewall, VPN, r ther legacy device receiving Service. Dmain Registrar A dmain name registrar is cmpany that has been accredited by the Internet Crpratin fr Assigned Names and Numbers (ICANN) r a natinal cuntry cde tp-level dmain (TLD) (such as.uk r.ca) t register dmain names. DNS Dmain Name System is the Internet's system fr translating alphabetic names int numeric IP addresses. Operating System The base sftware running n Custmer Device. SSL Certificate Secure Scket Layer Certificates are small data files that digitally attach a cryptgraphic key t an rganizatin s validated credentials. When installed it activates the padlck and the https prtcl and allws secure cnnectins between netwrk cnnected devices. Service Descriptin Managed Infrastructure is a suite f add-n ptins and supprt services that are ffered t remve mre f the day-t-day peratinal challenges that many Custmers face. TekLinks can prvide management, mnitring, and supprt f Custmer-wned infrastructure r prvide Hardware-as-a-Service equipment that we manage, mnitr, and supprt. TekLinks will supprt yur IT envirnment utside f end users and end user Devices. Service Offerings Firewall Management Mnitring, Management, and Supprt f Custmer-wned Firewalls (physical r virtual). TekLinks will prvide an initial cnfiguratin f the Device including DHCP, DNS, NAT, prt frwarding / blcking, Access lists, Inspectin Rules, etc. per the netwrk's requirements. TekLinks will establish and maintain VPNs between Custmer's firewalls managed by TekLinks. VPNs t Firewalls nt under management by TekLinks r t a third party require Third Party VPN Management. TekLinks will back up the Device cnfiguratin n a regular schedule. Recvery f cnfiguratin t an identical Device prvided by Custmer is included. TekLinks will perfrm remte trubleshting and remediatin f the Custmer-supplied Device. Cpyright 2018 TekLinks, Inc. All rights reserved. Public. Versin 2.0, March 2018 The master versin f this dcument is maintained electrnically. Printed cpies are uncntrlled and shuld be cnsidered unfficial versins. Please reference the electrnic surce fr current versin. 201 Summit Parkway - Birmingham, Alabama Phne (205) Fax (205) Page 3 f 13

4 TekLinks will perfrm plicy / cnfiguratin changes as requested by Custmer. TekLinks will wrk with the ISP t establish prper cnnectivity t the circuit nce the Custmer has identified TekLinks t the carrier as an authrized cntact. TekLinks will wrk with ISPs n cnnectivity issues, at least t the pint f prving that the issue des nt lie with the firewall. TekLinks will perfrm wrk t facilitate cnnectivity fr circuit r carrier changes if IP changes are nt part f the change. If IP Address changes are part f the requested change, a prject with a Prfessinal Services blck f hurs will be used. TekLinks will perfrm cnfiguratin and supprt f Unified Threat Management (UTM) features such as AV Gateway, intrusin preventin, applicatin cntrl, etc. if features have been purchased by Custmer (exact feature set depends n firewall). Firewall Management Service Level Metric TekLinks will evaluate firmware at a minimum n an annual basis fr critical patches and determine which nes need t be applied. Managed Firewall Mnitring, Management, and Supprt f TekLinks-wned Firewalls (physical r virtual). TekLinks will prvide an initial cnfiguratin f the Device including DHCP, DNS, NAT, prt frwarding / blcking, Access lists, Inspectin Rules, etc. per the netwrk's requirements. TekLinks will establish and maintain VPNs between Custmer's firewalls managed by TekLinks. VPNs t Firewalls nt under management by TekLinks r t a third party require Third Party VPN Management. TekLinks will evaluate firmware n an annual basis fr critical patches and determine which nes need t be applied. TekLinks will back up the Device cnfiguratin n a regular schedule. Recvery f cnfiguratin t an identical Device prvided by TekLinks is included. If hardware needs t be replaced at TekLinks discretin, replacement can be scheduled within ne business day. TekLinks will perfrm remte trubleshting and remediatin f the TekLinks-supplied Device. TekLinks will deply technicians nsite fr supprt f the Device after remte trubleshting has been exhausted, as deemed necessary by TekLinks. TekLinks Prfessinal Services blck f hurs will be used fr nsite remediatin. TekLinks will perfrm plicy / cnfiguratin changes as requested by Custmer. TekLinks will wrk with the ISP t establish prper cnnectivity t the circuit nce the Custmer has identified TekLinks t the carrier as an authrized cntact. TekLinks will wrk with ISPs n cnnectivity issues, at least t the pint f prving that the issue des nt lie with the firewall. TekLinks will perfrm wrk t facilitate cnnectivity fr circuit r carrier changes if IP changes are nt part f the change. If IP Address changes are part f the requested change, a prject with a Prfessinal Services blck f hurs will be used. TekLinks will perfrm cnfiguratin and supprt f Unified Threat Management (UTM) features such as AV Gateway, intrusin preventin, applicatin cntrl, etc if features have been purchased as part f the Managed Firewall service. Cpyright 2018 TekLinks, Inc. All rights reserved. Public. Versin 2.0, March 2018 The master versin f this dcument is maintained electrnically. Printed cpies are uncntrlled and shuld be cnsidered unfficial versins. Please reference the electrnic surce fr current versin. 201 Summit Parkway - Birmingham, Alabama Phne (205) Fax (205) Page 4 f 13

5 Managed Firewall Add-On Optin Unified Threat Management Custmer can add UTM functinality including applicatin cntrl, gateway antivirus, high-level intrusin detectin as part f the Managed Firewall Service at an additinal cst. This service additin is dependent n the mdel f firewall and is an autmated service nly. If a Custmer requires reprting r security respnse services, we recmmend TekLinks Managed Security Services. Managed Firewall Service Level Metric TekLinks will evaluate firmware n an annual basis fr critical patches and determine which nes need t be applied. Managed Firewall Availability Dependencies This Service requires TekLinks-supplied devices. Managed Firewall Limitatins The fllwing limitatins apply t the Managed Firewall Service: After initial cnfiguratin and g live, any majr recnfiguratin f firewall can be purchased as a Prfessinal Services blck f hurs r prject fr this type f wrk. Service des nt include majr recnfiguratin f firewall/ruter due t circuit/carrier changes. Custmer can purchase a Prfessinal Services blck f hurs fr this type f wrk. Service des nt include recnfiguratin f firewall/ruter due t relcatin. Custmer can purchase a Prfessinal Services blck f hurs fr this type f wrk. Service des nt include Lg retentin/archiving. Custmer can purchase Managed Security Services fr this type f wrk. Service des nt prvide any level f access t Custmer emplyees t manage firewall. TekLinks maintains full administrative rights. Netwrk Device Management Mnitring, Management, and Supprt f Custmer-wned switches, wireless cntrllers, and wireless access pints. TekLinks will prvide an initial cnfiguratin f the Device per the Custmer s requirements. TekLinks will back up Device cnfiguratin at regular intervals (when pssible device dependent). Recvery f cnfiguratin t an identical Device prvided by Custmer is included. If hardware needs t be replaced, Custmer is respnsible t prvide an identical unit. TekLinks will perfrm remte trubleshting and remediatin f the Custmer-supplied Device. TekLinks will perfrm plicy / cnfiguratin changes as requested by Custmer. Netwrk Device Management Service Level Metric TekLinks will evaluate firmware at a minimum n an annual basis fr critical patches and determine which nes need t be applied. Cpyright 2018 TekLinks, Inc. All rights reserved. Public. Versin 2.0, March 2018 The master versin f this dcument is maintained electrnically. Printed cpies are uncntrlled and shuld be cnsidered unfficial versins. Please reference the electrnic surce fr current versin. 201 Summit Parkway - Birmingham, Alabama Phne (205) Fax (205) Page 5 f 13

6 Managed Netwrk Devices Mnitring, Management, and Supprt f TekLinks-wned switches, lad balancers, and wireless access pints. Initial cnfiguratin f the device per the custmer s requirements Remte trubleshting and remediatin f the TekLinks-supplied device TekLinks will back up the Device cnfiguratin n a regular schedule. Recvery f cnfiguratin t an identical Device prvided by TekLinks is included. If hardware needs t be replaced at TekLinks discretin, replacement can be scheduled within ne business day. Assistance with capacity planning fr cvered device(s) Cnfiguratin and supprt f switching features, VLANs, etc Managed Netwrk Device Optins Managed Ruter TekLinks ffers Fully Managed Ruters in cnjunctin with Managed WAN services. TekLinks is respnsible fr installing, cnfiguring, and maintaining the ruter. Managed Switches TekLinks prvides 24- r 48-prt Fully Managed Switches with r withut pwer ver Ethernet and with r withut ruting capabilities. TekLinks will install, cnfigure, and maintain the switch. Managed Wireless Managed Wireless service can scale frm a small, basic netwrk t cver a larger, cmplex netwrk with seamless upgradeability and simplicity. The Managed Wireless service architecture allws TekLinks t deply netwrks and maintain cnstant visibility and cntrl, all enabled by a pwerful clud ecsystem that ties cnnectivity, insight, and applicatins tgether. Lad Balancers TekLinks Lad Balancing prvides dedicated virtual appliances fr intelligent lad balancing f , web, and applicatins t enable delivery f applicatins and data services with the best perfrmance and reliability pssible. Managed Netwrk Device Service Level Metric TekLinks will evaluate firmware at a minimum n an annual basis fr critical patches and determine which nes need t be applied. Managed Netwrk Device Availability Dependencies This Service requires TekLinks-supplied devices. Managed Netwrk Device Limitatins The fllwing limitatins apply t Managed Netwrk Devices: Cpyright 2018 TekLinks, Inc. All rights reserved. Public. Versin 2.0, March 2018 The master versin f this dcument is maintained electrnically. Printed cpies are uncntrlled and shuld be cnsidered unfficial versins. Please reference the electrnic surce fr current versin. 201 Summit Parkway - Birmingham, Alabama Phne (205) Fax (205) Page 6 f 13

7 TekLinks will facilitate cnnectivity fr circuit r carrier changes, hwever, significant changes t ruter cnfiguratin due t change in carriers will be perfrmed under a Prfessinal Services blck f hurs. Cnfiguratin f a new switch/wireless access pint after initial Service is established wuld require a Prfessinal Services blck f hurs r a prject at additinal cst. Mving r recnfiguring netwrk equipment due t relcatin wuld require a Prfessinal Services blck f hurs. Lg retentin/archiving is nt included in this Service, but is available under ur Managed Security Service. Trubleshting vice ver wireless is nt included, hwever, Custmer can purchase a Prfessinal Services blck f hurs fr trubleshting. Physical Installatin/munting f netwrk equipment is nt included, hwever, Custmer can purchase a Prfessinal Services blck f hurs r prject. Travel greater than 100 miles f the nearest TekLinks ffice is nt included. Physical Server Management Mnitring, Management, and Supprt f Custmer-wned physical servers. This service cvers nn-hypervisr server, nt including the perating system. Supprt cvers hardware, cmpute, and lcal strage. TekLinks will maintain system perfrmance and availability thrugh autmating practive tasks such as de-fragmentatin, disk cleanup, and scheduled server rebts. TekLinks will perfrm remte trubleshting and remediatin f physical server issues. TekLinks will add basic r replacement hardware cmpnents, including but nt limited t: Hard Disks Memry Pwer Supplies Netwrk Cards Physical Server Optins Virtual Machine Hst Appliance Standard TekLinks will prvide a rack munt server that can be used fr varius ptins t huse ne t fur virtual machines, depending n the individual machine characteristics. The system includes 1 CPU, 32GB f RAM, and SSD-based strage. Virtual Machine Hst Appliance Perfrmance TekLinks will prvide a rack munt server that can be used fr varius ptins t huse ne t fur virtual machines, depending n the individual machine characteristics. This system prvides additinal prcessing strage and memry in cmparisn t the Standard appliance. Physical Server Management Availability Dependencies Operating System supprt requires additinal TekLinks supprt services. Cpyright 2018 TekLinks, Inc. All rights reserved. Public. Versin 2.0, March 2018 The master versin f this dcument is maintained electrnically. Printed cpies are uncntrlled and shuld be cnsidered unfficial versins. Please reference the electrnic surce fr current versin. 201 Summit Parkway - Birmingham, Alabama Phne (205) Fax (205) Page 7 f 13

8 VMware Hst Management Mnitring, Management, and Supprt f Custmer-wned hsts (hsts are physical servers running VMware ESX(i)). TekLinks will apply patches t the Hypervisr as needed. TekLinks will maintain system perfrmance and availability. TekLinks will prvide an initial cnfiguratin f the hst/hypervisr per the envirnment's requirements. TekLinks will perfrm remte trubleshting and remediatin f hst and Hypervisr issues. Basic administrative tasks: Create virtual machine, including base OS installatin (OS management t be prvided via separate agreement) Pwer n/ff servers Cpy files / attach ISO t VMs Add virtual hardware t existing VMs VMware Hst Management Availability Dependencies The VMware Hypervisrs must be under mainstream r extended supprt. VMware Hst Management Service Level Metric TekLinks will evaluate firmware at a minimum n an annual basis fr critical patches and determine which nes need t be applied. Windws Server Management Mnitring, Management, and Supprt f Windws servers. This service cvers Windws servers including the perating system. Supprt cvers the Operating System up, which des nt include hardware, cmpute, lcal strage. This service des nt include applicatin supprt, except fr Micrsft Exchange and basic Micrsft SQL supprt. Active Directry management and supprt is cvered if the dmain cntrller rle is installed. TekLinks will apply patches classified as critical and security patches t perating system mnthly r as needed (whichever cmes first). Other patch levels can be specified by Custmer. TekLinks will apply driver updates as needed. TekLinks will maintain system perfrmance and availability thrugh autmating practive tasks such as de-fragmentatin, disk cleanup, and scheduled server rebts. TekLinks will perfrm remte trubleshting and remediatin f perating system issues. Basic administrative activities: Add/Remve/Change Users, Grups Grup Plicy Changes/Updates Basic r standard GPO functins t the extent items are cvered by this r ther prducts/agreements, fr example basic GPO functins such a mapping drives, and Cpyright 2018 TekLinks, Inc. All rights reserved. Public. Versin 2.0, March 2018 The master versin f this dcument is maintained electrnically. Printed cpies are uncntrlled and shuld be cnsidered unfficial versins. Please reference the electrnic surce fr current versin. 201 Summit Parkway - Birmingham, Alabama Phne (205) Fax (205) Page 8 f 13

9 printers, etc. are cvered. Advanced functins such as packaging an applicatin and rlling ut thrugh GPO, is nt cvered but can be accmplished thrugh hurly prjects. Anther rule f thumb is GPOs that will require mre than tw hurs t create and rll ut need t be cnsidered a prject. DNS Changes (if utilized in windws) DHCP Changes (if utilized in windws) Passwrd Resets File share Changes IIS administratin AD Sites and Services Management Windws Server Management Availability Dependencies Citrix, Remte Desktp Services, advanced SQL, and ther applicatin supprt requires additinal TekLinks supprt services. With Windws Server Management, the Custmer must have an underlying agreement with TekLinks r IT supprt t cver any hardware r virtual hst dependencies. Hardware cverage is nt included as part f Windws Server Management. The Operating System must be a Micrsft Server perating system under mainstream r extended supprt as defined by Micrsft. Windws Server Management Service Level Metric TekLinks will attempt t apply Micrsft Windws critical and security patches within 30 days f release unless custmer prvides different guidance. Linux Server Management Mnitring, Management, and Supprt f Linux servers. This service cvers Linux servers including the perating system. Supprt cvers the Operating System up, which des nt include hardware, cmpute, lcal strage. This service des nt include applicatin supprt related t Apache, MySQL, and PHP. TekLinks will apply patches classified as critical and security patches t perating system mnthly r as needed (whichever cmes first). Other patch levels can be specified by Custmer. TekLinks will perfrm remte trubleshting and remediatin f perating system issues. Basic administrative activities: Add/Remve/Change Users, Grups DNS Changes (if utilized in Linux) Passwrd Resets File Share Changes Drive Extensins Linux Server Management Availability Dependencies Apache, MySQL, PHP, and ther applicatin supprt requires additinal TekLinks supprt services r a Prfessinal Services blck f hurs. Cpyright 2018 TekLinks, Inc. All rights reserved. Public. Versin 2.0, March 2018 The master versin f this dcument is maintained electrnically. Printed cpies are uncntrlled and shuld be cnsidered unfficial versins. Please reference the electrnic surce fr current versin. 201 Summit Parkway - Birmingham, Alabama Phne (205) Fax (205) Page 9 f 13

10 With Linux Server Management, the Custmer must have an underlying agreement with TekLinks r IT supprt t cver any hardware r virtual hst dependencies. Hardware cverage is nt included as part f Linux Server Management. The Operating System must be a CentOS Server perating system r a Custmer-prvided license f any standard distributin f Debian r Red Hat Linux. Linux Server Management Service Level Metric TekLinks will attempt t apply Linux critical and security patches within 30 days f release unless custmer prvides different guidance. Strage System Management Mnitring, Management, and Supprt fr Custmer-wned strage area netwrks (SAN). Includes data switches/san fabric. TekLinks will perfrm standard administrative tasks including zning, LUN management, prvisining, etc. TekLinks supprt includes perfrmance management. Cnfiguratin changes will underg the change management prcess. TekLinks will ensure that the Device is under vendr supprt via the assigned Custmer Success Manager (CSM); Custmer is respnsible fr purchasing vendr supprt. TekLinks will perfrm remte trubleshting and remediatin f Strage Area Netwrk issues. TekLinks will maintain SAN Management sftware that is used t supprt the SAN. TekLinks will evaluate firmware updates at minimum at least annually and make recmmendatins. Custmer must use a Prfessinal Services blck f hurs r prject t perfrm firmware updates. Strage System Management Availability Dependencies Custmer is respnsible fr purchasing vendr supprt. Firmware updates will nt be included. Custmer must use a Prfessinal Services blck f hurs r prject t perfrm firmware updates. Strage System Management Service Level Metric TekLinks will evaluate firmware at a minimum n an annual basis fr critical patches and determine which nes need t be applied. TekLinks will track ttal strage capacity and prvide recmmendatins when upgrades are needed. When 90% strage capacity is reached, TekLinks cannt guarantee quality f service. Cpyright 2018 TekLinks, Inc. All rights reserved. Public. Versin 2.0, March 2018 The master versin f this dcument is maintained electrnically. Printed cpies are uncntrlled and shuld be cnsidered unfficial versins. Please reference the electrnic surce fr current versin. 201 Summit Parkway - Birmingham, Alabama Phne (205) Fax (205) Page 10 f 13

11 Dmain Name Management Managed delivery f websites, , and secure netwrk traffic. Dmain Name Management Optins Managed DNS TekLinks prvides Managed DNS as a Service, eliminating the need t buy hardware r install sftware. Managed DNS addresses all current and future DNS needs. SSL Certificates TekLinks will update DNS recrds as requested Authrized users will have access t an easy-t-use management prtal Advanced lgging and reprting Redundant name servers with autmatic failver Distributed Denial f Service attack mitigatin SSL Certificates are managed by TekLinks and are purchased r renewed and billed t the custmer. Autmatic renewal is available fr this prduct. Dmain Management Dmains are managed by TekLinks and are purchased r renewed and billed t the custmer. Autmatic renewal is available fr this prduct. Dmain Name Management Availability Dependencies If the Custmer chses t manage their wn DNS, SSL Certificates, r Dmains, then timely respnse is required fr any applicatin installatin that requires a change t DNS r a Certificate Signing Request. Cpyright 2018 TekLinks, Inc. All rights reserved. Public. Versin 2.0, March 2018 The master versin f this dcument is maintained electrnically. Printed cpies are uncntrlled and shuld be cnsidered unfficial versins. Please reference the electrnic surce fr current versin. 201 Summit Parkway - Birmingham, Alabama Phne (205) Fax (205) Page 11 f 13

12 Managed Infrastructure Availability Dependencies The availability f Service is dependent n the existence f a suitable netwrk transprt frm TekLinks t User(s). TekLinks reserves the right t limit Service availability in the event that necessary Service Cmpnents are either unavailable r unattainable at a reasnable cst t TekLinks. It is Custmer s respnsibility t ensure that all Users are able t cnnect t the Service and are cnfigured prperly. This includes, but is nt limited t, Ethernet switches, Ethernet cabling, wrkstatins, servers, perating systems, and sftware. TekLinks must have administrative credentials t access devices under management. TekLinks must be able t install management tls within the Custmer envirnment. TekLinks must manage backups r prvide backup services with ur Data Prtectin Service fr Windws Server Supprt, Linux Server Supprt, Physical Server Management, VMware Hypervisr Management, r SAN Management. Custmer-Owned Devices Fr Custmer-wned devices, Custmer must maintain an active warranty r supprt cntract fr all Devices accrding t TekLinks current cmpatibility list. Cntact yur custmer service representative t determine if yur hardware is cmpatible. Any Device that des nt have an active supprt cntract is cnsidered unsupprted. The Custmer must infrm TekLinks if a Device they wn is n lnger under warranty. It is Custmer s respnsibility t ensure that TekLinks is able t access any mnitred Custmerwned Devices. This includes but is nt limited t prt filtering, Firewalling, Ethernet switches, Ethernet cabling, hardware cnfiguratin, and Operating Systems. Custmer must ntify TekLinks t request Custmer-wned Devices t be added r remved frm service. TekLinks is nt respnsible fr Custmer-wned Devices under the Managed Infrastructure plan that were added r remved withut a frmal request thrugh ur help desk. Custmer must prvide their netwrk cnnectin infrmatin fr the lcatin where custmer-wned equipment will reside. Custmer must prvide apprpriate netwrk credentials t perfrm mnitring. This culd include withut limitatin, such as SNMP, WMI. Custmer must prvide a Windws server fr the installatin f the mnitring agent, which will have accessibility t all mnitred Devices within the Custmer s netwrk. TekLinks will prvide integratin if Clud Services are prvided by TekLinks. Mnitring f third party clud systems will be cnsidered custm and must be discussed with TekLinks engineering prir t implementatin. Custmer must ntify TekLinks f any security changes made utside f TekLinks standard supprt tickets. Custmer must prvide a lcatin that is secure and suitable fr electrnic equipment. Custmer Devices must be cnnected t a pwer management system. TekLinks requires a battery backup system cnnected t all Devices. TekLinks-Owned Devices Custmer must prvide their netwrk cnnectin infrmatin fr the lcatin where any TekLinkswned managed devices will reside. Custmer must prvide a lcatin that is secure and suitable fr TekLinks-wned electrnic equipment. Custmer is respnsible fr install and setup f VMs. Cpyright 2018 TekLinks, Inc. All rights reserved. Public. Versin 2.0, March 2018 The master versin f this dcument is maintained electrnically. Printed cpies are uncntrlled and shuld be cnsidered unfficial versins. Please reference the electrnic surce fr current versin. 201 Summit Parkway - Birmingham, Alabama Phne (205) Fax (205) Page 12 f 13

13 Managed Infrastructure Limitatins TekLinks des nt warranty Custmer-wned Equipment. Fr Custmer-wned equipment, updates fr hardware firmware r sftware related t the hardware are nt included. TekLinks can perfrm firmware updates under a Blck f Hurs agreement r the Custmer can purchase a TekLinks-wned managed device, fr which firmware management is included. Custmer must purchase any prduct licensing licenses are nt included with this Service. TekLinks des nt perfrm majr recnfiguratin f devices due t relcatin r circuit/carrier changes. Custmer can purchase Prfessinal Services hurs t perfrm this type f wrk after initial installatin. TekLinks des nt perfrm cable/wire management at Custmer lcatins. Custmer can purchase Prfessinal Services hurs t perfrm this type f wrk. Service Delivery Upn receipt f the signed Qute, TekLinks will prvisin ne r mre f the fllwing fr the Managed Infrastructure Service as required: Mnitring Cnditins Mnitring Agents Autmatin Agents Anti-Virus Virtual Machines TekLinks will prvisin the Hypervisr TekLinks-wned Devices Dmains TekLinks will prvide the Device and perfrm initial cnfiguratin f Device(s) at Custmer lcatin(s) r at a TekLinks data center. Redundant name servers r SSL certificate and/r dmain acquisitin Respnse t the transfer request when initiated by TekLinks fr Dmain Management. If additinal cnfiguratin wrk is required due t limitatins f the Custmer netwrk, TekLinks reserves the right t bill Custmer at currently hurly rates fr additinal cnfiguratin time. TekLinks is nt respnsible fr, and will nt be bligated t prvide, any supprt r assistance in cnfiguratin, installatin, administratin, trubleshting, maintenance, repair, r integratin f Custmer equipment, sftware, r netwrk applicatin int the Custmer s internal netwrk. Cpyright 2018 TekLinks, Inc. All rights reserved. Public. Versin 2.0, March 2018 The master versin f this dcument is maintained electrnically. Printed cpies are uncntrlled and shuld be cnsidered unfficial versins. Please reference the electrnic surce fr current versin. 201 Summit Parkway - Birmingham, Alabama Phne (205) Fax (205) Page 13 f 13