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SERVICE ANNEX
<br />CLARO ENTERPRISE SOLUTIONS, LLC. UNIFIED COMMUNICATIONS AS A SERVICE (UCaaS)
<br />(9) Interruptions or delays due to preprogrammed or emergency
<br />maintenance.
<br />7.0. Move. Add or Chan a MAC
<br />A Move, Add or Change ("MAC") refers to the management and execution
<br />of ordering tasks related to modifications of an active service. MACS shall
<br />be requested by the CUSTOMER's Service Administrator to the CES
<br />Network Operations Center.
<br />The CUSTOMER Service Administrator should be able to provide the first
<br />level of support to its internal users and to interact with CES NOC.
<br />MACS can be considered as Material and Non -Material modifications:
<br />Non -Material Modifications do not impact pricing and terms; however,
<br />they might be subject to fees depending on the scope and work required
<br />to perform such modification. When fees are applicable, a formal quoting
<br />and ordering process for such MAC is required. Non -Material MACS are
<br />usually handled remotely.
<br />Material Modifications impact pricing, terms or both. A formal quoting and
<br />ordering process is required and Agreement must be amended
<br />accordingly.
<br />In general MACS are classified as follows:
<br />7.1. Simple MACs considers services related to configuration changes at
<br />the user level. (e.g., change name / information of user(s). These MACs
<br />are considered non -material modifications.
<br />7.2. Advanced MACs includes activities that require re-engineering
<br />configuration or changes at the system level, however, they can usually
<br />be performed remotely without affecting UCaaS operation (e.g. dialing
<br />lists, security accounts codes, managed devices firmware upgrades,
<br />changes of the system announcements, etc.). These MACs are
<br />considered non -material modifications.
<br />7.3. Complex MACs considers complex changes within the UCaaS
<br />functions, and/or applications. These requirements may include a site visit
<br />to the evaluate scope changes and develop implementation plans using
<br />a scheduled maintenance window, as downtime may occur (e.g. re -design
<br />dialing plans, trunk route modifications, major upgrades, customer
<br />equipment reprograming, integrations with CUSTOMER's systems and/or
<br />applications, new installations, physical equipment changes, locations
<br />changes). Complex MACs that require material modifications to the
<br />Service impacting the contract's pricing, terms or both will require a formal
<br />quoting process.
<br />8.0. Service Maintenance
<br />8.1. CES may, upon such notice as is reasonably practicable under the
<br />circumstances, perform preprogrammed or emergency maintenance,
<br />including temporary suspension of Service as necessary. The standard
<br />maintenance window is defined as the hours between 0:00 to 06:00 hrs.
<br />local time.
<br />8.2. Maintenance for Service with Managed Devices: Preventive and
<br />corrective maintenance for managed devices will be provided by CES as
<br />part of the Service as long as a corresponding Order Form is active. For
<br />CES to provide preventive and corrective maintenance to managed
<br />devices, CUSTOMER must comply with the following, a) notify CES
<br />Network Operation Center in case of a failure of Managed Device; b) if
<br />required, provide CES with access to CUSTOMER premises during
<br />business hours and on reasonable notice by CES to provide maintenance;
<br />c) assign an authorized individual to assist CES personnel within the
<br />CUSTOMER premises where the maintenance will take place.
<br />8.2.1. Preventive Maintenance: When contracting managed devices, CES
<br />will provide the necessary preventive maintenance to the managed
<br />device. This maintenance will be scheduled in advance by CES and with
<br />reasonable notice to CUSTOMER.
<br />8.2.2. Corrective Maintenance: In the case of failure of a managed device
<br />contracted from CES, CUSTOMER will report such failure to be resolved
<br />by CES during a maintenance window.
<br />8.2.3. CES maintenance or liability for managed devices are not included
<br />under any of the following circumstances: a) Repairs due to damage as
<br />a result of negligence and/or use of the devices in a manner not intended
<br />for the Service or authorized by CES; b) where the managed device has
<br />been moved from the initial installed location to another location without
<br />CES' authorization; c) maintenance due to issues of external protections
<br />for power surges that might or might not be related to the managed device;
<br />d) maintenance of CUSTOMER's LAN and/or WAN equipment or any
<br />other equipment not provided by CES; e) an incident with any type of
<br />cabling or wiring within the CUSTOMER's premises; g) services or repairs
<br />related to damages arising out of power outages, changes in temperature
<br />or humidity or malfunctioning of the HVAC equipment; h) support of
<br />applications or licenses owned by CUSTOMER, and i) interruptions or
<br />delays due to Force Majeure.
<br />9.0. Customer Premises and E ui ment
<br />9.1. If managed devices are contracted from CES, CES will provide IP
<br />phone(s), gateway(s), ATA(s), switch(es), and router(s) to the sites
<br />requested by CUSTOMER, to the extent specified in the Order Form.
<br />9.2. CUSTOMER shall be responsible for the safekeeping and proper use
<br />of any equipment provided by CES. CUSTOMER shall neither alter, or
<br />change any configuration parameters in any way without the express
<br />permission of CES nor move any CES' equipment, take any action that
<br />may damage or adversely affect its performance, or remove or deface
<br />equipment by adding words or signs on it. CUSTOMER shall not create
<br />or allow for liens, claims, pledges or other encumbrances on any
<br />equipment that belongs to CES. CUSTOMER shall allow, during regular
<br />business hours, CES access to its equipment located at CUSTOMER
<br />premises. CUSTOMER is responsible for all lost, stolen or broken
<br />equipment and may be required to purchase a replacement in order to
<br />continue service. CUSTOMER is responsible for maintaining their own
<br />equipment
<br />9.3. All CES -provided equipment shall be returned to CES within five (5)
<br />days of service termination, regardless of the nature of the termination.
<br />V.10.22 CLARO ENTERPRISE SOLUTIONS, LLC - PROPRIETARY
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