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CLARO ENTERPRISE SOLUTIONS <br />CUSTOM SERVICE ANNEX <br />CLOUD BASED CITIZEN ENGAGEMENT PLATFORM <br />not explicitly listed in the Annex or this SOW shall be considered out of scope and subject to separate <br />estimation and agreement. <br />Service Levels and Microsoft Terms <br />Service Level Agreements (SLAs) or service objectives for the Azure infrastructure components are <br />limited to those offered by Microsoft as the Cloud provider. These are publicly available at: <br />https�/lwww.microsoft.corn/licensingltermslproduc#offenn _ crosoftAzure/EAEAS <br />The CUSTOMER acknowledges that Microsoft may update availability, product conditions, and terms at <br />its sole discretion. CES shall not be liable for any changes introduced by Microsoft that may impact the <br />services described in this SOW. <br />2.3 Post Warranty Support Service <br />Maintenance and con inued ini roveinear'is <br />service 5 x 8 (Monday to Friday, , usi ess <br />lieurs) _ (MRC MonthlyRecurrent USD 1,100.00 <br />ii ; s) x 12 Hoar➢yrs. 50 rrrarrrhimim. <br />r,Id!.ti m11l Drcrurs will bo rhar ed at die rate <br />of USD 22. <br />Table 6 — Infrastructure (Post Warranty Support Service) <br />3. Software Factory Terms and Conditions <br />0 Terms: <br />1. CUSTOMER must provide contact information for the business users necessary for the proper <br />assessment of the processes, applications, integrations, and other requirements that CES <br />requires. <br />2. CUSTOMER will have the appropriate personnel at the necessary time, who will provide all the <br />details of the processes, functionalities, services, etc., necessary for the implementation of the <br />solution. <br />3. No third -party licenses or subscriptions are included. <br />4. Management indicators and SLAs must be agreed upon at the start of the service. <br />5. CUSTOMER must have sufficient permissions on external and internal systems to allow <br />interaction with the solution and the necessary capacity on these systems to support the required <br />number of calls. <br />6. The service will be provided entirely remotely; therefore, CUSTOMER must provide VPN <br />access and other required services. <br />7. CUSTOMER must share the required system information. <br />8. CUSTOMER must resolve any questions or concerns from the team within a maximum of 12 <br />hours. <br />9. CUSTOMER agrees to provide both the Product Owner and the Technical Owner for the <br />CLARO ENTERPRISE SOLUTIONS LLC - PROPRIETARY AND CONFIDENTIAL <br />Page 8 of 10 <br />