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CLARO ENTERPRISE SOLUTIONS <br />CUSTOM SERVICE ANNEX <br />CLOUD BASED CITIZEN ENGAGEMENT PLATFORM <br />0 Support Availability: <br />- Business Hours Coverage (5x8): Monday to Friday, during office hours, with a dedicated support team. <br />- On -Demand Extended Coverage (247): Outside office hours, incidents are addressed under an on <br />demand escalation model, maintaining the same hourly rate. <br />0 SLA Commitments: <br />- Severity 1 (critical outage): response within 15 minutes, continuous work until resolution. <br />- Severity 2 (major impact): response within 30 minutes, workaround within 4 hours. <br />- Severity 3-4 (minor issues or requests): next business day acknowledgment, resolution via backlog <br />planning. <br />Channels: Support available via portal, email, and Corporate App Teams <br />Customer Success Management: Assignment of a Customer Success Manager for escalation and <br />relationship management. <br />1.4 Governance and Reporting <br />Progress Reporting: <br />- Monthly progress reports (due by the 5th business day), including milestone status, budget and <br />schedule variance, risks, and change requests. <br />- Weekly status calls for blockers and risk management. <br />Agile Cadence: Two-week sprints with biweekly sprint reviews and demos. <br />Steering Committee: Monthly (or milestone -driven) sessions with CUSTOMER stakeholders to review <br />deliverables, risks, and key decisions. <br />Transparency: CUSTOMER will be granted read-only access to the project management board (Azure <br />DevOps). <br />CLARO ENTERPRISE SOLUTIONS LLC - PROPRIETARY AND CONFIDENTIAL <br />Page 3 of 10 <br />