Microsoft Services Corporation 6/8/2018

DocuSign Envelope ID: DCA2931D-242C-4645-81 DA-EF88E8C9A7E5 Microsoft Premier Support Services Description Exhibit : Third Tier Support (Microsoft Affiliate to complete) 001269601 Premier Support Services Description Number This Exhibit is made pursuant to the Microsoft Premier Support Services Description identified above (the "Services Description"). The terms of the Services Description are incorporated herein by this reference. Any terms not otherwise defined herein will assume the meanings set forth in the Services Description. By signing below the parties acknowledge and agree to be bound to the terms of the Services Description and this Exhibit. Customer Microsoft Affiliate Name of Customer(please print) Name City of Everett Microsoft Corporation - ¢ d6 Signature -� Signature 44/j or/ 560^67GD10^""^G Na'perso lease print) , Name of person signing (please print) .s e ai n k-/( 7ane11 Rhee Dated �a/ Date 6/8/2018 Commencement Date This Exhibit will commence on 6/1/2018 and will expire contemporaneously with the Services Description or the date We conclude the services,which ever is later(the"expiration date"). 1. OVERVIEW. The following Services are provided in addition to those set forth in the Services Description. THIRD TIER SUPPORT RESPONSIVE SERVICES. The Third Tier Support team is comprised of specialists in defined product areas who will respond to Your Problem Resolution requests,for the technologies specified in the Fee and Named Contacts Schedule,between the hours of 6:00 A.M.to 6:00 P.M., PST, Monday through Friday. The Third Tier Support team can be available 24 hours a day,7 days a week when support escalations or planned deployments are pre-arranged. Problem Resolution requests submitted to this team may require resources from standard product support professionals for resolution,although the Third Tier Support team retains primary responsibility for the request.Problem Resolution requests may be opened using the standard product support process as described in the Services Description depending on the availability of the Third Tier Support team and the severity of the issue. Problem Resolution hours or fixed priced incidents are deducted from the total number set forth in the Fee and Named Contacts Schedule(s). 2. PREMIER THIRD TIER SUPPORT PREREQUISITES AND ASSUMPTIONS. The Third Tier Support Team will only provide support for the predefined set of Microsoft technologies defined in the Fee and Named Contacts Schedule(s). APP'oVED A is/ 'M MES D.ILES,CityAtt• ney Microsoft Services Premier Support Services Description: 4 page 1 of 1 Third Tier Support Exhibit t V6.3(US—English)July04 City Clerk