EXHIBITA- SCOPEOFSERVICES
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6 CUSTOMERINFO:ACCOUNT: Cityof SalinasCONTACT: PatriciaBarajasTITLE: InterimITManagerPHONE: 831-758-7001EMAIL: [email protected] CONTRACTTYPE: FOUNDATIONDEFINITION: REACTIVE/BREAK/FIXTERM: ANNUALTERMDATES: 10/1/23- 6/30/24 CONTRACTPRICE:BasePrice: $45000.00(+) Onboarding $0.00(+) NetworkMonitoring: $0.00TOTALPRICE: $45,000.00 AuvikNodesIncluded: 20Blockof TimeIncluded(Hours): 10
BILLINGSCHEDULE: QUARTERLYInvoice#1 10/1/23Invoice#2 1/1/24Invoice#3 4/1/24Invoice#4 7/1/24 SERVICELEVELAGREMENT(SLA)Acknowledgement 30MinutesRemote 4HoursOn-site Next BusinessDay(NBD)
1. COVEREDEQUIPMENT
2. SERVICES
2.1 UnlimitedServicecalls
2.2 RemoteProblemResolution
2.3 On-SiteProblemResolution
2.4 NetworkDocumentation
2.4.1 Networkdocumentationshall bemaintainedwithintheCloud-Basednetworkmonitoringsolution(Auvik). Suchnetworkdocumentationincludes, but not limitedto: Networkhardwaremodelnumbers, Serial Numbers, IPinformation, Configurations, andvlaninformation.
2.4.2 Workbookwill becreatedwithall relevant networkdocumentationupononboardingprocess
2.4.3 VisioDiagramwill becreatedupononboardingprocess
2.5 FirmwareManagement &Review
2.5.1 Asneededtomaintainworkingconfiguration. If firmwareupdatesarerequired, Cadencewill coordinatewithaffectedsitestodofirmwareupdates. Scheduledmaintenancewindowshappenafterhoursandnot duringproductionhoursasthiswouldnot beindustrybest practices.
2.6 HealthChecks- Asneededtomaintainworkingconfiguration.
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6 COVEREDEQUIPMENTWANROUTERS YESLANSWITCHES YESFIREWALLS YESWIRELESS NODATACIRCUITS YES
2.7 NetworkMonitoring
2.7.1 CloudBasedNetworkMonitoringisbuilt intothiscontract accordingtothescopeanditstermof thiscontract. Cadenceshallprovidecustomerpersonnelloginaccesstoreceivealertsandnetworkmonitoringinformation.
2.7.2 MonitoredNodes- Amonitorednodeisconsideredanymanagedrouters, switch, firewall,andwirelesscontroller capableof sendingSNMPinformation totheAuvikcollector. If thecustomer wantsadditional nodesoutsidethescopeof thiscontract, theycanbepurchased@$25/month/node.
2.7.3 Collector - Thecustomer shall provideadedicatedworkstationor virtual machinetoruna“collector”onthenetwork. CadenceTeamshall install andconfigurethe“collector”for purposesofmonitoringthenetwork.
2.7.4 NetworkMonitoringLimitations- NetworkmonitoringcapabilitiesarelimitedtothefeaturesprovidedbyAuvik(RMMtool)
2.8 WarrantiesandRenewalsManagement
2.8.1 Cadencewill providerenewalsandwarrantymanagement for theequipment coveredunderthisagreement.
2.9 Blockof Time
2.9.1 Blocksof timeareusedfor supplemental adds/moves/changesthat canbecompletedwithinanhour or two. Thiscontract mayor maynot beincludedinthiscontract for workconsideredoutsidethescopeof thiscontract andwithinCadence’sexpertise. Thecustomer hastheright topurchaseadditional hoursin5hour incrementsat therateof $175/hr. UnusedhoursfromBlocksof Timeexpirewiththecontract expirationdate.Blocksof timeareusedfor supplemental adds/moves/changesthat canbecompletedwithinanhour or two.
2.9.2 Blocksof timeareintendedasaflexibleandcost effectivealternativetoa"fixedprojectcharge", whereasthecustomer choosestopayfor professional servicesonatimeandmaterialsbasisfor 1)incidental helpassociatedwith, but not limitedtominor networkadds/moves/changes/documentation/troubleshooting/on-goingsupport for suchservices, 2) that canbeaccomplishedonaSCHEDULEDbasis, and/or 3) fixedpricingfor professional servicescannot beimmediatelydetermined. Blocksof timedonot includeanSLA(servicelevel agreement) for priorityresponseother thantheSLAassociatedwiththewarrantyperiodfor professional servicescompletedundertheblockof time. If on-goingsupport requiringanSLAisrequired, consult your CadenceTeamaccountmanager for additional product offerings.
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6 2.10 Asset LifecycleManagement
2.10.1 Asset List. Alist of assetsiskept aspart of thedocumentationandlimitedtothenetworkdevicessupportedunder thiscontract.
2.10.2 Asset LifeCycleManagement. CadenceTeammonitorsthelifecycleof thenetworkequipment includedonthecontract. Thisisimportant for afewreasons: a) budgetingfor technologyrefresh, b) ensureproductsarewithinthelifecycleandsupportedbythemanufacturer.
3. CUSTOMERRESPONSIBILITIESANDCADENCETEAMLIMITATIONS
3.1 Manufacturer Warranties.
3.1.1 Manufacturer extendedwarranties. Manufacturer extendedwarrantiesarenot includedunder thetermsof thiscontract andshall bequotedandrenewedseparatelyfromthisservicecontract.
3.1.2 RequiredMfr Warranties. Thecustomer mayberequiredtopurchaseextendedmanufacturerssupport contractsasrequiredbythecustomer’sRecoveryTimeObjectives. If thecustomercanpurchasemanufacturer extendedwarrantiesthroughCadenceTeam. Shouldthecustomer requireanyadditional Software/Hardwareand/or manufacturersextendedmaintenancecontractsfor hardwarelistedabovefor reasonsunrelatedtoCadenceTeam’sobligationper thetermsof thisagreement, it shall betheCustomer’sresponsibilitytobear thecost of suchservices.
3.1.3 Spares. CadenceTeamisnot stockingsparehardware. Intheevent of hardwarefailures,thecustomer isultimatelyresponsiblefor stockingsparepartsand/or purchasemanufacturer extendedwarrantiesfor businesscritical partsbasedonRecoveryTimeObjectives(RTO).
3.1.4 Cadence Team’s SLA affected by manufacturer warranties. Service level agreement andresponse time for issue resolutionassociatedwithreplacement of adamagedor defectivehardwareshall besubject to the service level purchased as part of the manufacturer extended warranty. Therefore, CadenceTeam’s SLAs defined under this contract could be affected by the limitations of manufacturer advancedreplacement SLAfor damagedand/or defectivehardware.
3.2 Authorizedcustomer staff cancontact Cadencesupport directlytoreport anissueOnlyqualifiedITmemberswhocandiscernthat somethingisindeedanetworkingissuecanopenaticket.If multiplestaff members, thentheticket must gothroughaqualificationprocessthat qualifiestheticket asanetworkrelatedissue.
3.3 Networkissuescausedbysomethingother thanthenetworkand/or componentssupportedunderthisagreement. Cadencewill serveasamainpoint of contact betweenthecustomer andthirdpartyvendorsandkeepthetroubleticket openuntil theticket or issueisresolved.
3.4 CadenceTeamshall not beresponsiblefor thirdparty softwareapplicationsincludingbut notlimitedtoVoIPsystemsor anyother applicationthat reliesonthenetworkfor connectivity..
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6 4. ADDITIONALPROJECTSOUTSIDETHESCOPEOFTHISAGREEMENT
4.1 Duringthecontract period, Cadenceand/or thecustomer mayproposeaproject toimprovesometechnical functionalityand/or addtechnologyandfeaturesthat better alignsITwithbusiness/technicalgoalsandresult inadditional hardware, software, and/or professional services.
4.2 Anyadditional projectsproposedandagreeduponbetweenCadenceandthecustomer shall bequotedandinvoicedseparatelyalongwithadedicatedStatement of Work(SOW) for saidproject.
4.3 Insomesituations, additional hardwareandsoftwaremight berequiredfor Cadencetofulfill itsobligationtothecontract. Althoughbest effortshavebeenmadetoidentifyall upfront costs, thecustomerisultimatelyresponsiblefor purchasinganynecessaryhardware/softwarerequiredtosupport thenetworkaccordingtothetermsof thiscontract unlessotherwiseagreedonbetweenCadenceandthecustomer.Theseprojectsshall bepurchasedandpaidfor separatelyoutsideof thisagreement.
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6 EXHIBITBADDITIONALTERMSAPPLICABLETOSCOPEOFSERVICESAdditional Requirements/Obligations/Exclusions TeamCARE| CONTRACTwww.cadence.team Page
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