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number of Support Assistance hours from your balance, rounded up to the nearest hour, to cover the value of a daily rate or the fixed fee for the service If you order one type of Support Assistance service and wish to exchange it for another, you may apply the hours already purchased to that alternative service, where available and agreed upon with your Service Delivery Manager. 2.2 Service Delivery Management. Service Delivery Management (Support Account Management) activities help to build and maintain relationships with Customer management and service delivery staff as well as to oversee escalation management and managing the elements of Customer's support offering to meet Customer business requirements. Premier Support packages are coordinated and initiated by a Service Delivery Manager("SDM"). In certain geographies, this role is also called a Technical Account Manager ("TAM") or Support Account Manager ("SAM"). Service Delivery Management includes planning to assess Customer's current state of IT, building a plan to address improvement points and working with Customer in furtherance of attaining the desired state of Customer's IT operations. Service Delivery Management also incorporates monitoring and managing the quality and timeliness of other Premier Support. Service Delivery Management resources also serve as the consolidation point for Customer feedback regarding the Services to other Microsoft groups. Service Delivery Management resources can be Pooled, Designated or Dedicated determined by the level of Customer's engagement with Microsoft."Pooled"refers to services performed by a group of individuals located remotely, "Designated" refers to on a part-time basis, either onsite or remotely, by a named individual who also services other Microsoft Premier Support customers, and "Dedicated" refers to services provided, either onsite or remotely, by a named individual who is solely focused on a single Microsoft Premier Support customer. The following services are available to customers who purchase Service Delivery Management. a. Service Introduction. An overview of Premier Support services, including an explanation of how to select and plan proactive services and a demonstration of how to log assisted reactive support requests and utilize available tools. b Service Delivery Plan. The Service Delivery Plan("SDP") is the basis of Customer's Premier Support services that includes a customized service plan created in collaboration with Customer's team to determine how and when services are to be applied. Microsoft will monitor and adjust Customer's SDP based on Customer's needs throughout the term. c. Service Reviews. On an ongoing basis, Microsoft will review the past period's services, report to Customer on what has been delivered and improved, review Customer feedback, and discuss any actions or adjustments, which may be required.These reviews may consist of standard status reports and virtual or onsite status meetings (if onsite travel is authorized). Customization of the service review is also available, but this may require an additional purchase, depending on the level of service delivery management included in Customer's purchased Services. d Critical Security Support Advice. Notification of critical Microsoft Security Bulletins. If Customer has a Designated or Dedicated Service Delivery Management resource, the Service Delivery Management resource will help Customer assess the effect of this information on Customer's IT infrastructure. e. Incident Management. Oversight by Microsoft's service delivery team of support incidents to drive timely resolution and a high quality of support delivery. This may include the development of incident response plans, identification of a primary contact for status updates during incidents and facilitating root cause analysis after an incident has occurred. f Crisis Management. Around-the-clock issue ownership and communication to Customer from the Microsoft service delivery team and Critical Situation Managers during situations in which Customer experiences critical business impacts. g. Initial Assessment. A discovery assessment for identifying service needs within Customer's IT operations environment that helps build an actionable plan to reach the desired state of Customer's IT operations.In addition, the Service Delivery Management resources will work with Customer's staff to document risks,which may impact Customer's connectivity and suggest potential mitigations. h. Remediation Planning. A consolidation of actions for improvement prompted by the findings of proactive assessments. These findings will be documented as improvement advice with associated remediation within Customer's SDP. Follow-up takes place through scheduled service reviews. i Microsoft Product/Online Services Lifecycle Awareness Microsoft may provide Customer with regular reports on developments within the Microsoft organization and shall advise Customer on any updates around Microsoft product lifecycles or roadmaps which may be applicable to Customer's organization and may provide benefits for Customer's organization. This service may be available to Customer if Customer has a Designated or Dedicated Service Delivery Management resource. j. Incident Trend Analysis&Advice Microsoft may provide one or more reviews of Customer's incident history. The focus of the Service Delivery Management resource in this review will be on people, process and technology 9.1 SLGE Premier Services Description(NOV2019) Page 4 of 9