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k. Support services are limited to advice and guidance related to code owned by you or by Microsoft I. There may be minimum platform requirements for the services purchased m. Additional Prerequisites and Assumptions may be set forth in amendment or modifications to this Services Description. 4. CUSTOMER RESPONSIBILITIES. This section sets forth Customer's performance obligations under this Services Description. Microsoft's performance is predicated upon Customer fulfilling the following responsibilities in addition to those set forth herein and any amendments or modifications to this Services Description. Failure to comply with the following responsibilities may result in delays of Service. a. Customer can designate named contacts as set forth in the"Customer Contacts" section in the FNCS, one of which will be the Customer Support Manager("CSM") for support related activities. The CSM is responsible for leading Customer's team and will manage all of Customer's support activities, and internal processes for submitting support requests to Microsoft. Each contact will be supplied with an individual account number for access to the Microsoft Premier Support online website, support issue submission and access to Customer's Services Resource. In addition to the named contacts, Customer may also identify two types of group contacts as follows. • One type will receive a shared account ID that provides access to the Microsoft Premier Online website for information content and the ability to submit support requests. • One type will receive a shared account ID that provides access to the Microsoft Premier Online Website for information only. b. When submitting a service request, Customer reactive support contacts should have a basic understanding of the problem you are encountering and an ability to reproduce the problem in order to assist Microsoft in diagnosing and triaging the problem.These individuals should also be knowledgeable about the supported Microsoft products and your Microsoft environment to help resolve system issues and to assist Microsoft in analyzing and resolving service requests c Customer agrees to work with Microsoft to plan for the utilization of Services based upon the Premier support level Customer purchased. d. Customer agrees to notify us of any changes to the designated contacts named on the FNCS e. Customer agrees to provide an internal escalation process to facilitate communication between Customer management and Microsoft as appropriate. f. Customer may be required to perform problem determination and resolution activities,as requested by us.These may include performing network traces, capturing error messages, collecting configuration information, changing product configurations, installing new versions of software or new components, or modifying processes g. Customer is responsible for backing up your data and for reconstructing lost or altered files resulting from catastrophic failures. You are also responsible for implementing the procedures necessary to safeguard the integrity and security of your software and data. h. Customer agrees to respond to Government satisfaction surveys Microsoft may provide to Customer from time- to-time regarding the Services. i. Customer agrees to provide reasonable office space, telephone and high speed internet access, and access to Customer internal systems and diagnostic tools to Microsoft Services Resources that are required to be on-site. J. Customer is responsible for any travel and expenses incurred by Customer's employees or contractors. k. Customer may be asked by your Service Delivery Manager to fulfill other responsibilities specific to the service you purchased 5. ADDITIONAL TERMS AND CONDITIONS. This section governs the ownership and use rights of any computer code or other materials that may be provided under this Services Description. a. Products. Unless otherwise specified in a license agreement, use of any Product is governed by the Use Rights specific to each Product and version and by the terms of the applicable license agreement. Products will not be purchased under this Agreement. 9.1 SLGE Premier Services Description(NOV2019) Page 8 of 9