Client Support Services Guide

1. INTRODUCTION

The purpose of this Client Support Services Guide (“Guide”) is to provide information on the client services Cloudforce Group, Inc. provides as well as policies and procedures for administering client support and services. This Guide governs Support Services and Service Level Commitments applicable to Client's production instance(s) as defined in the associated Order Form. Non-production instances are excluded from the Support Services and Service Level Commitments set forth herein. Notwithstanding the foregoing, Client Responsibilities as outlined in Section 8 shall apply to all instances, including any non-production instances, deployed under this Agreement.

2. SUPPORTED PRODUCTS

Cloudforce Group, Inc., (the "Company" or “Cloudforce”), currently provides maintenance and support (“Support Services”) for certain of its products. Support Services are based on the support category client has procured. Support Services are subject to the terms of the applicable subscription license and services master agreement between Cloudforce and the applicable client (the "Agreement"). The Cloudforce products that are currently covered by this guide (individually, the "Product"; collectively, the "Products") are as follows:

• nebulaONE® (“nebulaONE”)

3. SUPPORT CATEGORIES

Support Services shall apply to all assets as deployed in the nebulaONE application landing zone, including but not limited to the following: databases, storage accounts, application services, key vaults, and other Azure services. The level of Support Services provided by Cloudforce are outlined below in accordance with the support category client has procured. To be eligible for Support Services as outlined in this Guide, client must be operating nebulaONE on either the latest release version or the immediately preceding version. Any services not outlined in this Guide are considered out of scope and not covered.

4. SERVICE LEVEL COMMITMENTS

Hours of Coverage

The hours of coverage in effect under this Agreement are defined in the table below and apply to only Critical-severity-level support requests (as defined below). All times are listed in US Eastern Time (ET) unless otherwise noted. For the avoidance of doubt, the Service Level Commitments and associated credits set forth in this Section apply exclusively to Client's allotted production instance(s) as defined in the associated Order Form. See Section 1 for further detail on the scope of this Guide.

Service Level Agreement

The following classifications shall be used to identify the severity level of support requests and the expected response time at which Cloudforce shall respond to a support request (“SLA”).

*There may be situations that do not fit the above definitions. Each support request will be analyzed on a case-by-case basis by Cloudforce to determine the most appropriate service level categorization. This SLA is exempted by delays, errors, issues, disruptions, bugs, outages, or any causes stemming from Microsoft or another third party outside of Cloudforce’s control.

If Cloudforce fails to meet the targeted response time for any service request, client will be entitled to a credit as follows:

• Critical: 5% credit for each incident where the response time exceeds the target
• Non-critical: 1% credit for each incident where the response time exceeds the target

For the purposes of calculating such credits:

• If client pays monthly, the credit will be based on the monthly fee for the month in which the incident occurred.
• If client pays annually, the credit will be based on one-twelfth (1/12) of the annual fee.
• If client has any other payment terms, the credit will be based on one (1) month’s prorated equivalent of the total fees.

Credits will be applied to the next invoice. If the client has prepaid for the entire contract period, the credit will be applied to future services or refunded, at client’s discretion. The credit shall only be calculated on the nebulaONE Subscription License Fee. The total credit allocation cannot exceed 5% in any given month, regardless of the number of incidents recorded in that month. The provision of this SLA credit is client’s sole remedy and Cloudforce’s sole liability in the event of a breach or failure by Cloudforce to meet the service levels described herein.

Credits shall only be available if client has opened a support ticket. To obtain a credit for Cloudforce’s failure to meet an SLA objective, client must request such credit in writing no later than the last day of the calendar month following the month giving rise to the credit request. In the event of a conflict between the data in client’s records and Cloudforce’s records, the data in Cloudforce’s records shall prevail.

5. REQUESTING SUPPORT

This Website is provided “as is,” and Cloudforce makes no express or implied representations or warranties regarding the Website or theFor the purposes of this Guide, “Administrative Users” shall refer to three (3) designated support contacts who are those administrators designated by the client who are responsible for managing and overseeing the Product in the client’s environment. These individuals are authorized to access, configure, and maintain the Product, ensuring its optimal performance and alignment with the client’s operational requirements. Administrative Users do not include all client users to whom the Product has been deployed for use (“Authorized End Users”). Only client-designated Administrative Users are authorized to request service. Service may only be requested using the processes and provisions detailed within this Guide. materials contained on it. Nothing on this Website constitutes professional advice.

All support requests shall be entered and tracked via Cloudforce’s online support portal (“Support Portal”), currently ServiceNow. The Support Portal provides client access to create and review all support requests. Upon request, Cloudforce will create Support Portal user accounts for client’s Administrative Users. Instructions on how to access and use the Support Portal will be provided during client’s Support Services onboarding.

The Support Portal is the preferred and most expedient method to request service. Alternatively, client may contact Cloudforce using other designated support channels described in the Guide, as applicable. However, these alternative methods do not cause a support ticket to be opened immediately in the Support Portal. Using these methods can delay service, and service-level tracking does not begin until a support ticket has been entered in the Support Portal.

The following information shall be provided by client with each support request:

• The requester’s name, location, callback number, and email address
• A description of the request, including any relevant error messages received by or actions taken by the requester
• Information regarding the impact, severity, and urgency of the request:
  • Risk Level - What is the business and financial effect?
  • Impact Level - How many users is it affecting?
  • Workaround - Does the client have a viable workaround currently?
  • Urgency - How urgent is the request?
• Any relevant applications and associated versions
• A brief description of any relevant changes made recently
• Any other information or details that would assist in understanding the issue

The response times defined within this Guide shall be tracked and managed by a timing system through the Support Portal. The following conditions and behaviors apply to the timing system:

• The timing system begins to track time when a ticket is first created within the Support Portal. Email and phone communications are not guaranteed to open tickets. Opening tickets within the Support Portal is the preferred and immediate method of submitting requests.
• The timing system will be paused outside the Business Hours, unless client has an Enterprise-level subscription, in which case After-Hours support timing will apply immediately after Business Hours end.

Any duplicate support requests shall be voided or merged with the initial request, which shall supersede duplicate requests.

6. CASE RESOLUTION

Hours of Coverage

1. Client submits support ticket via the Support Portal (or other designated support channels described in Guide, as applicable, and subject to the response time limitations described herein).
2. Support team reviews the ticket to categorize and prioritize based on the severity and impact on business operations.
3. An acknowledgment email is sent to the client within the bounds of the SLA confirming receipt of ticket.
4. The ticket is assigned to a support specialist with the relevant expertise.
5. The support specialist conducts a thorough investigation to diagnose the issue. If necessary, the specialist may request additional information or clarification from the client.
6. Depending on the outcome, the support team may propose a solution or workaround or initiate communication with the development team if a bug is suspected. If the ticket requires a new feature, the support ticket will be closed and Cloudforce will request that the client submit a feature request rather than a support ticket.
7. The support team implements the solution with minimal disruption to client operations.
8. The client is kept informed of progress and any necessary actions on their part.
9. The solution is tested to ensure the issue is resolved.
10. The client is asked to verify the resolution and confirm that operations are back to normal.
11. Once confirmed, the support team will document the resolution process and outcome in the support ticket and close the case.
12. A follow-up communication is sent to the client to ensure continued satisfaction and gather feedback on the support experience.
13. Any feedback received is reviewed for potential improvements in processes or services.

If at any point throughout the process, the client does not provide requested information or respond within 5 business days, the ticket will be closed.

7. CASE ESCALATION

Cloudforce will respond to, action, and, if applicable, resolve monitor alerts and support requests from clients on a continuous basis. Cloudforce follows documented internal processes to escalate support requests through support tiers as necessary to bring requests to prompt resolution. Internal escalations will occur without the involvement of the client.

The following classifications shall be used to identify the tier levels through which support requests shall be escalated.

The following steps outline the typical process that each support request shall follow.

8. CLIENT RESPONSIBILITIES

• Client shall obtain and maintain any and all licenses for services (including cloud services) being leveraged within client’s environment.
• Client agrees to grant access to Cloudforce to perform service responsibilities.
• Client agrees to provide Cloudforce adequate notice of any planned or scheduled facility power or internet outages.
• Client will be responsible for installation of third-party applications as needed.
• Client will be responsible for performing systems administration for non-operating-system and third-party software.
• Client agrees that any action taken by client that limits performance or operability of the servers at the application or operating-system level, including changing network settings or administrator default settings, is client’s responsibility.
• Client agrees to scheduled necessary maintenance windows to allow for maintenance activities.
• Client will assign key contacts to facilitate coordination between Cloudforce and client.
• Client will make key contacts available to Cloudforce and ensure timely receipt of information required for Cloudforce’s fulfillment of its obligations.
• Client will be responsible for establishment of any third-party accounts as required.
• As a Microsoft-certified solutions partner, Cloudforce participates in a program with three methods of association to measure the usage of Microsoft's cloud services by our clients. These methods help Microsoft evaluate our performance and service delivery. These methods are:
  • Digital Partner of Record (DPOR): This is the partner who helps you design, build, deploy, or manage a solution on any Azure service. It is not the partner who sold you the subscription, but the one who helps you build and manage your solution.
  • Claiming Partner of Record (CPOR): This model helps Microsoft manage the associations your partner has with your Microsoft 365 workloads. It helps Microsoft understand the ecosystem of service providers and refine tools and programs to best support clients.
  • Partner Admin Link (PAL): This allows Microsoft partners to provide services that help clients achieve their business and mission objectives using Microsoft products. When a partner manages, configures, and supports Azure services on behalf of the client, they need access to the client’s environment. PAL associates the partner's network ID with the credentials used for service delivery.
• For work performed under this SOW, it is a requirement that the client authorizes Cloudforce to designate itself, using Partner ID 4557909, as:
  • The Microsoft DPOR (at the partner-ID level) or PAL (at the individual-user level) on any Azure subscription within the client’s tenant associated at the subscription level.
  • The Microsoft CPOR for any Microsoft 365 workloads.
• Client agrees to inform Cloudforce of any modification, installation, or service performed on the Product by parties other than Cloudforce. Furthermore, if the client modifies any of the Product infrastructure, Cloudforce will not provide support.

9. EXCLUSIONS

In addition to other limitations and conditions set forth in this Guide, Support Services does not cover any work, services, products, licenses, costs, or fees unless explicitly detailed herein. Some uncovered costs include but are not limited to:

• The cost of any third-party vendor or manufacturer’s support, service fees, incident fees, or assurance fees.
• Any cloud provider’s consumption costs.
• Service, repair, and support made necessary by alterations or modifications other than those performed by Cloudforce.
• Costs related to damage or failure due to acts of God, natural disaster, war, riots, acts of terrorism, government actions, building modifications, power failures, or other uncontrollable environmental conditions or factors.
• The cost to repair, replace, or service the Product damaged accidentally or maliciously by anyone other than Cloudforce.
• Costs related to the restoration of lost data caused by inadequate backups, uncovered or unsupported backups, or hardware failure.
• Costs related to network or device failure(s) external to the cloud environment, including at the client site or between the client site and the cloud provider’s datacenter.
• Costs resulting from inadequate bandwidth.
• Costs resulting from failures in a single cloud provider datacenter or region, when client’s network connectivity is explicitly dependent on that location in a non-geo-resilient manner.
• Costs caused by client’s use of a service, after Cloudforce has advised client otherwise.
• Cost incurred due to issues which stem from the use of preview, pre-release, beta, or trial versions of a service, feature, or software.
• Costs resulting from client’s unauthorized action or lack of action when required, or from client employees, agents, contractors, vendors, or anyone gaining access to client’s network by means of client passwords or equipment, or costs otherwise resulting from client’s failure to follow appropriate security practices.
• Costs resulting from client’s failure to adhere to required configurations, use supported platforms, or follow policies for acceptable use.
• Costs resulting from client’s use of services in a manner inconsistent with the features and functionality of the service (for example, attempts to perform operations that are not supported) or inconsistent with published guidance.
• Costs resulting from faulty input, instructions, or arguments (for example, requests to access files that do not exist).
• Costs resulting from client usage which exceeds prescribed quotas, rate limits, or reasonable usage thresholds as determined by Cloudforce, including usage generated by automated scripts, applications, integrations, or non-interactive processes, or costs arising from throttling or platform controls triggered by excessive or suspected abusive activity, regardless of whether such usage was intentional or known to client.
• Costs resulting from client’s use of service features or software that are outside of associated support periods (for example, end-of-life software or hardware).
• Costs for any and all services not defined within this Guide.

Technology services and support can experience issues with software, applications, hardware and other assets that are unexpected, uneconomic, or excessively timely to address. In the event that a timely and/or economical repair is not possible, Cloudforce will recommend a workaround, a replacement, or an additional service or project to alleviate the issue. The recommendation Cloudforce offers may be covered in a separate SOW.