14 - Presentation on Replacement of an antiquated telephone system and network system

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CLARO ENTERPRISE SOLUTIONS, LLC MANAGED PERIMETER SECURITY SERVICE ANNEX 7.0. Move Add or Chane f MAC A Move, Add or Change ("MAC") refers to the management and execution of ordering tasks related to modifications of an active Service. MACs shall be requested by the CUSTOMER's Service Administrator to the CLARO ENTERPRISE SOLUTIONS Network Operations Center. In general MACs are classified as follows: 7.1. Simple MAC, considers services related to configuration changes at the user level. (e.g., change name / information of user(s). These MACs are considered non -material modifications and are included in the number of Changes set forth above. 7.2. Advanced MAC, includes activities that require re-engineering, configuration or changes at the system level; however, they can usually be performed remotely without affecting Perimeter Security operation (e.g. change firewall rules due to changes insecurity policies, etc.). These MACs are considered non -material modifications and are included in the number of Changes set forth above. 7.3. Complex MACs, considers complex changes within the Perimeter Security functions, and/or applications. These requirements may include a site visit to evaluate scope changes and develop implementation plans using a scheduled maintenance window, as down time may occur (e.g. re -design network segmentation, CUSTOMER equipment reprograming, integrations with CUSTOMER's systems and/or applications, new installations, physical equipment changes, locations changes). Complex MACs that require material modifications to the Service affecting the contract's pricing, terms or both will require a formal quoting process. 8.0. Service Maintenance 8.1. CLARO ENTERPRISE SOLUTIONS may, upon such notice as is reasonably practicable under the circumstances, perform preprogrammed or emergency maintenance, including temporary suspension of Service as necessary. Standard maintenance window is defined as the hours between 0:00 to 06:00 hrs. local time. 8.2. Maintenance for Service with Managed Devices: Preventive and corrective maintenance for managed devices will be provided by CLARO ENTERPRISE SOLUTIONS as part of the Service as long as a corresponding Order Form is active. For CLARO ENTERPRISE SOLUTIONS to provide preventive and corrective maintenance to managed devices, CUSTOMER must comply with the following, a) notify CLARO ENTERPRISE SOLUTIONS Network Operation Center in case of a failure of Managed Device; b) if required, provide CLARO ENTERPRISE SOLUTIONS with access to CUSTOMER premises during business hours and on reasonable notice by CLARO ENTERPRISE SOLUTIONS to provide maintenance; c) assign an authorized individual to assist CLARO ENTERPRISE SOLUTIONS personnel within the CUSTOMER premises where the maintenance will take place. 8.2.1. Preventive Maintenance: When contracting managed devices, CLARO ENTERPRISE SOLUTIONS will provide the necessary preventive maintenance to the managed device. This maintenance will be scheduled in advance by CLARO ENTERPRISE SOLUTIONS and with reasonable notice to CUSTOMER. 8.2.2. Corrective Maintenance: In case of failure of a managed device contracted from CLARO ENTERPRISE SOLUTIONS, CUSTOMER will report such failure to be resolved by CLARO ENTERPRISE SOLUTIONS during a maintenance window. 8.2.3. CLARO ENTERPRISE SOLUTIONS maintenance or liability for managed devices is not included under any of the following circumstances: a) Repairs due to damage as a result of negligence and/or use of the devices in a manner not intended for the Service or authorized by CLARO ENTERPRISE SOLUTIONS; b) where the managed device has been moved from the initial installed location to another location without CLARO ENTERPRISE SOLUTIONS' authorization; c) maintenance due to issues of external protections for power surges that might or might not be related to the managed device; d) maintenance of CUSTOMER's LAN and/or WAN equipment or any other equipment not provided by CLARO ENTERPRISE SOLUTIONS; e) an incident with any type of cabling or wiring within the CUSTOMER's premises; g) services or repairs related to damages arising out of power outages, changes in temperature or humidity or malfunctioning of the HVAC equipment; h) support of applications or licenses owed by CUSTOMER; and i) interruptions or delays due to Force Majeure. 9.0. Customer Premises and Equipment 9.1. If managed devices are contracted from CLARO ENTERPRISE SOLUTIONS, CLARO ENTERPRISE SOLUTIONS will provide Security Appliances (NGFW) to the sites requested by CUSTOMER, to the extent specified in the Order Form. CLARO ENTERPRISE SOLUTIONS agrees to replace faulty equipment following notice from CUSTOMER, in accordance with the SLO set forth in Section 6.4, hereof. 9.2. CUSTOMER shall be responsible for the safekeeping and proper use of any equipment provided by CLARO ENTERPRISE SOLUTIONS. CUSTOMER shall neither alter, or change any configuration parameters in any way without the express permission of CLARO ENTERPRISE SOLUTIONS nor move any CLARO ENTERPRISE SOLUTIONS' equipment, take any action that may damage or adversely affect its performance, or remove or deface equipment by adding words or signs v.10-22 CLARO ENTERPRISE SOLUTIONS, LLC PROPRIETARY Page 4 of 5