Black Box Network Services 1/18/2022

DocuSign Envelope ID:44C1A459-80C4-498D-AD84-284C754240A5 o Holiday is defined as they are recognized by local Governments, Supplier or as otherwise negotiated. • The Supplier is not responsible for the following: o Troubleshooting specific user-related login or functionality issues rooted in devices or applications not provided by the Supplier(Microsoft Active Directory, Microsoft Exchange, DNS, DHCP, PCs, or Mobile devices). o Troubleshooting performance issues due to the use of thin the Clients and/or Customer's virtual environment unless specifically called out in this scope of work. • The Supplier assumes that the Customer's existing systems are in proper and functional working order. Any issues, delays and out of scope work resulting from a malfunction of the Customer's system that causes the Supplier to troubleshoot the condition is out of scope. • Only the hardware, software, licenses and materials listed in this SOW shall be installed. • Supplier Services does not warrant software or hardware bugs. Every precaution is taken to select versions of software that do not contain bugs that affect client solutions.In the even that an issue occurs due to an unknown bug, Supplier Services will request Customer work with the manufacturer directly and will re- engage when a solution is found. Otherwise, if Supplier Services is requested to remain engaged,this activity will be considered out of scope.An "unknown bug" is defined as any software or hardware defect that is escalated to the manufacturer or the appropriate vendor that cannot be identified within 1 hour of effort. • All documentation and custom-developed materials provided by Supplier will be in the format chosen by Supplier. • Active Directory is already deployed and in a stable state prior to beginning the project. • The scope of this project does not cover the routing, switching and WAN connections of Customer's sites. • Customer will have a working SFTP backup solution. • The upgrade of the system will be a like for like configuration from the old version to the new unless changes are required for the upgrade process. No other configurations changes will be made. 4.2. Customer Responsibilities • Provide local management representative with decision making authority for this project. • Provide notification in advance of any unique requirements, hazardous locations, clean access areas, security precautions, access restrictions or other extraordinary conditions including, but not limited to, access/restrictions due to COVID-19,which shall affect the execution of the Project and provide at Customer expense any training, clothing, equipment or transportation required for Supplier personnel: o This includes but is not limited to any clean room, special access, health, safety, security or environmental requirements, rules or regulations that Supplier must follow in order to operate during their time on site. 3 855-324-9909 I BLACKBOX.COM 410..