A06_Statemnt_of_Services_0001.pdf

United States Department of the Interior

BUREAU OF INDIAN AFFAIRS

Division of Information Operations

1011 Indian School Road, NW Suite 177

Albuquerque, New Mexico 87104

Statement of Work

5/10/02022

Introduction

Bureau of Indian Affairs (BIA) and Bureau of Indian Education (BIE) has a requirement to launch a project with two major workstreams. The goal is to improve customer end user experience (CX) and security on their Windows 10 endpoint systems, and provide BIE employees a better experience in accessing key DOI systems by shifting their accounts into the DOI AAD and AD. These projects will focus on these areas:

1) Improve patching and compliance reporting

2) Migrate from the current MacAfee Volume Encryption to BitLocker

3) Build-out and test of up to three (3) new Windows image baselines for the BIA enterprise, including a Privileged Access Workstation (PAW) image for workstations used for cloud administration tasks

4) Explore through two 4-week pilots across a minimum of 4 BIA sites, the possibilities for use of

Autopilot and Intune in BIA. One – 4-week pilot for Intune and one – 4-week pilot for Autopilot.

5) Implement OneDrive across a minimum of 4 BIA sites in one 4-week pilot, to explore and identify when and where use of OneDrive in the BIA production network could improve user data backups and the deployment experiences of BIA end users.

6) Assist BIE in migrating 2500 BIE employees from their current BIE Active Directory (AD) accounts and profiles into DOI BIA’s AD, so those employees can securely and more simply reach key systems necessary for reporting and get support for their required administrative tasks. This will include a subscription to the Active Directory Migration Service (ADMS) and Active Directory

Synchronization Service (ADSS), to make the transition from BIE AD to BIA AD less disruptive and to assist with ongoing cross-tenant communications in M365.

To support these efforts as part of their End User Experience Improvement project, BIA has requested three types of assistance from Microsoft:

1) Microsoft Unified Support: Note: these resources have been known to date to BIA and BIE as

Microsoft Premier. Steady support from highly qualified Microsoft Customer Engineers who will be assigned to both BIA and BIE from the Microsoft Customer Success Unit (CSU) to run educational workshops and offer specific guidance, expertise and as-needed assistance with designing implementation strategies and troubleshooting Microsoft products involved in this migration effort;

this will be executed through the Unified contract model, with support provided to both BIA and BIE.

2) Microsoft Transformation Team (MTT), resources provided through the Microsoft Transformation

Offering (MTO): Supplemental assistance from Microsoft to BIA’s and BIE’s existing full-time and contractor talent; this will be executed through a Microsoft offering called the Microsoft

Transformation Offering (MTO). MTO allows Microsoft to assist BIA and BIE in accomplishing ‘hands-on-keyboard’ work, building out BIA and BIE documentation, and working closely with BIA and BIE resources to complete migration workloads, as hours provided in this contract permit.

Note that this MTO work is separated out between BIA and BIE requirements, with BIA work identified as “Workstream One” and BIE work identified as “Workstream Two”, and that BIE Work includes a service called Active Directory Synchronization Service (ADSS), as described below:

3) Active Directory Synchronization Service (ADSS): As part of the BIE migration, Microsoft will provide a monthly subscription service during the period of the BIE migration of employees from the

BIE AAD and AD into DOI AAD and AD, to ensure there is a smooth M365 connectivity for these employees between the BIE and the BIA tenants during their transition. This is necessary to smooth the migration path and help with adoption change management.

With this offering, Microsoft provides advice, guidance, and hands-on assistance as requested by BIA, which will be provided with this Statement of Work in the following specific delivery areas:

• Digital Transformation Planning, Envisioning, Change Management, Communications with End

Users and Administrators, and coordination tasks

• Image planning, design, and support through early testing of images in BIA production network

• Planning and initial execution of both BitLocker and OneDrive migrations

• Designing and early testing of Intune and Autopilot, as requested by BIA, in the BIA environment

• Migration of specific BIE employees from their current BIE AD accounts into DOI BIA accounts

Below are more detailed explanations of the scope and level of talent and ability that will be offered by

Microsoft Unified Support Services (Microsoft Customer Success Unit or CSU) and Microsoft

Transformation Team (Microsoft Consulting Services)

Microsoft Unified Support

Services Description for US Department of Interior, Bureau of Indian Affairs (DOI BIA)

1. Overview

This Services Description describes the various types of Microsoft Unified Support Services that may be obtained (the “Support Services”) by Customer. In addition, it sets forth the parties’ respective responsibilities, prerequisites and assumptions that underlie the provision of the Services, applicable fees, and additional terms and conditions.

2. Support Services

Overview

Microsoft Professional Services helps you accelerate business value from your technology investments. These services are available during the planning, implementation, maintenance, and optimization stages of your technology lifecycle and provide data, mobility, productivity and computing solutions for your on-premises, cloud and hybrid IT infrastructure.

Support Services Microsoft Unified Enterprise Support Services (support services) is a comprehensive enterprise support set of services that helps accelerate your journey to the cloud, optimize your IT solutions, and use technology to realize new business opportunities for any stage of the IT lifecycle. Support services include:

• Proactive services help improve health of your IT infrastructure and operations.

• Service Delivery Management to facilitate planning and implementation.

• Prioritized 24x7 problem resolution services to provide rapid response to minimize downtime.

2.1 Available Packages and Services.

Support services are available as a Base Package, with additional services, and enhanced services and solutions available to purchase under an existing Base Package agreement listed in this Services Description or its schedules or exhibits, as described below.

Item Description

Base Package A combination of proactive, reactive and delivery management services that support Microsoft products and/or Online Services in use within your organization. Part of your Base Package includes a Flex Allowance* to use to add proactive services

(marked with “+”), enhanced services and solutions services and/or Custom Proactive services to your Base Package. Base

Package included services are represented with a “ ” throughout this section.

Additional services Additional support services are available to add to your Base

Package during the term of this Services Description and are represented with a “+” throughout this section.

Enhanced services and solutions Support services, which cover a specific Microsoft product or customer IT system, are available to add to your support Base

Package during the term of this Services

Description and are also represented with a

“+” throughout this section.

*Flex Allowance is a flexible portion of your base package list price that may be applied towards the purchase of Proactive services, enhanced services and solutions, Proactive credits or Custom Proactive Services at the time of the services purchase. Your Microsoft representative will provide the portion of your Base Package list price available for use as

Flex Allowance. The following conditions for allocation of your Flex Allowance apply:

• Up to 20% or $50,000, whichever is higher, of your allotted Flex Allowance may be applied to the purchase of Proactive Credits or Custom Proactive services

• Flex Allowance is allocated on an annual basis and any services to which Flex

Allowance has been applied must be utilized during the applicable annual term.

• Flex Allowance may not be used for Service Delivery Management services, as defined herein.

• All available Flex Allowance must be allocated by time of contract execution, or it will be forfeited.

2.2 Description of services

The items which are combined to form your support services package are described in this section. Also, listed are services that may be added to your Base Package or added during the Term of the agreement.

2.2.1 Proactive Services

Proactive services help prevent issues in your Microsoft environment and will be scheduled to help ensure resource availability and delivery during the term of this Services Description.

The Proactive services that follow are available as identified below or detailed in you Fee

Schedule or exhibits to this Services Description.

Planning services

Planning services provide assessments and reviews of your current infrastructure, data, application, and security environment to help plan your remediation, upgrade, migration, deployment, or solution implementation based on your desired outcomes.

Planning service types Plan

Proof of Concept +

- Additional service that may be purchased.

Proof of Concept: An engagement to provide evidence that enables the customer to evaluate the feasibility of a proposed technical solution. The evidence can be in the form of working prototypes, documents, and designs, but are not production-ready deliverables.

Implementation services

Implementation services provide technical and project management expertise to help you accelerate design, deployment, migration, upgrade, and implementation of Microsoft technology solutions.

Implementation service types Plan

Onboarding Services +

- Additional service that may be purchased.

Onboarding Services: A direct engagement with a Microsoft resource to provide deployment, migration, upgrade or feature development assistance. This can include assistance with planning and validation of a proof-of-concept or production workload using Microsoft products.

Maintenance services

Maintenance services help prevent issues in your Microsoft environment and are typically scheduled in advance of the service delivery to help ensure resource availability.

Maintenance service types Plan

On-demand Assessment

Assessment Program +

Offline Assessment +

Proactive Monitoring +

Proactive Operations Programs (POP) +

Risk and Health Assessment Program as a Service (RAP as a Service) +

√ - Included as part of your Base Package.

+ - Additional service that may be purchased.

On-demand Assessment: Access to a self-service, online automated assessment platform that uses log analyses to analyze and assess your Microsoft technology implementation.

On-demand Assessments cover limited technologies. Use of this assessment service requires an active Azure service with adequate data limits to enable use of the on-demand assessment service. Microsoft may provide assistance to enable initial setup of the service.

In conjunction with the On-demand Assessment, and for an additional fee, an onsite

Microsoft resource (for up to two days) or remote Microsoft resource (for up to one day) are available to assist with analyzing the data and prioritizing remediation recommendations per your services agreement. Onsite assessments may not be available in all geographies.

Assessment Program: An assessment on the design, technical implementation, operations or change management of your Microsoft technologies against Microsoft recommended practices. At the conclusion of the assessment, Microsoft resource will work directly with you to remediate possible issues and provide a report containing the technical assessment of your environment, which may include a remediation plan.

Health Check: An implementation assessment review of your Microsoft technology implementation against our recommended practices. A Microsoft resource plans the health check engagement with you, performs the review, analyzes the data and delivers a report upon completion.

Offline Assessment: An automated assessment of your Microsoft technology implementation with data collected remotely, or by a Microsoft resource at your location.

The data gathered is analyzed by Microsoft using on-premises tools, and we provide you with a report of our findings and remediation recommendations.

Proactive Monitoring: Delivery of technical operations monitoring tools and recommendations for tuning your server incident management processes. This service helps you create incident matrices, conduct major incident reviews, and create the design for a sustained engineering team.

Proactive Operations Programs (POP): A review with your staff of your planning, design, implementation or operational processes against Microsoft recommended practices. This review is done either onsite or remotely by a Microsoft resource.

Risk and Health Assessment Program as a Service (RAP as a Service): An automated assessment of your

Microsoft technology implementation, with data collected remotely. The data gathered is analyzed by Microsoft to create a findings report containing remediation recommendations. This service is available for on-site or remote delivery.

Optimization services

Optimization services focus on the goals of optimal utilization of the customer’s technology investment. These services may include recommendations for remote administration of cloud services, optimizing the adoption of Microsoft product capabilities by end users and ensuring a robust security and identity posture.

Optimization service types Plan

Adoption Services +

Development Focused Services +

IT Services Management +

Security Services +

Adoption Services: Adoption support services provide a suite of services that help you assess your organization’s ability to modify, monitor and optimize changes linked to your Microsoft technology purchase. This includes support in the development and execution of your adoption strategy around the people side of change. Customers have access to resources with expertise, knowledge and associated Microsoft recommended practices in support of their adoption program.

Development Focused Services: Services available to assist your staff build, deploy, and support applications built with Microsoft technologies.

Services Insights for Developers: An annual assessment of your application development practices to help customers with recommended practice guidance for developing applications and solutions on Microsoft platforms.

Development Support Assistance: Provides recommendations to help in creating and developing applications that integrate Microsoft technologies on the Microsoft platform, specializing in Microsoft development tools and technologies, and is sold as a quantity of hours listed in this Services

Description or its accompanying schedules and exhibits.

IT Services Management: A suite of services designed to help you evolve your legacy IT environment using modern service management approaches that enable innovation, flexibility, quality, and operational cost improvements. Modern IT

Service Management services may be delivered through remote or onsite advisory sessions or workshops to help ensure your monitoring, incident management or service desk processes are optimized to manage the dynamics of cloudbased services when moving an application or service to the cloud. IT Services

Management services may be an element of a customized program of support services, available for an additional fee and may be defined in an exhibit and referenced in this Services Description or its schedules and exhibits.

Security Services: The Microsoft security solutions portfolio includes four focus areas: cloud security and identity, mobility, enhanced information protection and secure infrastructure. Security services help customers understand how to protect and innovate their IT infrastructure, applications and data against internal and external threats. Security services may be an element of a customized program of support services, available for an additional fee and may be defined in an exhibit and referenced in this Services Description or its schedules and exhibits.

Education Services

Education service types Plan

On-demand Education

Webcasts

Chalk Talks +

Workshops +

√ - Included as part of your Base Package.

On-demand Education: Access to a collection of online training materials and online labs from a workshop library digital platform developed by Microsoft.

Webcasts: Access to live Microsoft-hosted educational sessions, available on a wide selection of support and Microsoft technology topics, delivered remotely online.

Chalk Talks: Short interactive services, typically one-day sessions, that cover product and support topics provided in a lecture and demonstration format and are delivered by a Microsoft resource either in person or online.

Workshops: Advanced level technical training sessions, available on a wide selection of support and Microsoft technology topics, delivered by a Microsoft resource in person or online. Workshops are purchased on a per-attendee basis or as a dedicated delivery to your organization, as specified in this Services

Description or its schedules or exhibits. Workshops cannot be recorded without express written permission from Microsoft.

Additional Proactive Services

Additional Proactive service types Plan

Custom Proactive Services (Maintenance, Optimization and

Education services)

Support Technology Advisor +

Proactive Accelerator +

Custom Proactive services: A scoped engagement with Microsoft resources to deliver services at the customer’s direction, in person or online, which are not otherwise described in this document. These engagements include Maintenance, Optimization and Education service types.

Support Technology Advisor (STA): A customized service that provides a technology assessment supporting customer business goals including, but not limited to, workload optimization, adoption or supportability, delivered by a

Microsoft resource. This service may include a plan and technical guidance tailored to customer environment and business goals.

Proactive Accelerator: A Microsoft resource-led service comprised of a scoped set of activities to help you accomplish a technical or business outcome based on goals to eliminate deployment risks, increase availability, or optimize solution performance. Using a programmatic approach, the Microsoft resource will determine the set of activities needed for engagement, which may include, but are not limited to, fit gap analysis, onboarding, optimization, knowledge transfer, design validation, and implementation plan.

Other Proactive Plan

Proactive Credits +

Proactive Credits: The value of exchangeable services represented in credits in this Services Description or its schedules or exhibits. Proactive Credits can then be exchanged for, or applied to, one or more defined additional services, as described within this document, and at current rates provided by your Microsoft Services representative. After selecting the available additional service, we will deduct the value of that service from your credit balance, rounded up to the nearest unit.

2.2.2 Reactive services

Reactive services help resolve in your Microsoft environment and are typically consumed on demand. The following reactive services are included as-needed for currently supported

Microsoft products and online services, unless otherwise noted in this Services Description or its schedules or exhibits.

Reactive service types

Advisory Support

Problem Resolution Support

Reactive Support Management

Extended Hotfix Support

Onsite support +

Root Cause Analysis

Reactive Support Management Add-on +

Cybersecurity Support Services +

- Included as part of the Base Package.

Advisory Support: Phone-based support on short-term (limited to six hours or less) and unplanned issues for IT Professionals. Advisory Support may include advice, guidance, and knowledge transfer intended to help you deploy and implement Microsoft technologies in ways that avoid common support issues and that can decrease the likelihood of system outages. Architecture, solution development and customization scenarios are outside of the scope of these

Advisory Services.

Problem Resolution Support: This assistance for problems with specific symptoms encountered while using Microsoft products includes troubleshooting a specific problem, error message or functionality that is not working as intended for

Microsoft products. Incidents may be initiated either by phone or submitted via the web. Support requests for services and products, not covered by the applicable online service support portal, are managed from within the Microsoft

Services online portal.

Severity definitions and the Microsoft estimated initial response times are detailed in the incident response tables below.

Upon your request, we may collaborate with third-party technology suppliers to help resolve complex multi-vendor product interoperability issues, however, it is the responsibility of the third party to support its product.

The incident severity determines the response levels within Microsoft, initial estimated response times and your responsibilities. You are responsible for outlining the business impact to your organization, in consultation with us, and

Microsoft will assign the appropriate severity level. You can request a change in severity level during the term of an incident should the business impact require it.

Severity and situation Our expected response Your expected response

Severity 1

Critical business system down:

Business at risk. Complete loss of a critical application or solution.

Needs immediate attention

Azure components1 -

First call response in 15 minutes or less

All other products and services -

First call response in one hour or less

Critical situation resource2 assigned

Resources at your site, after 24 hours, with customer agreement

Continuous effort on a 24/7 basis3

Rapid escalation within

Microsoft to product teams

Notification of our senior executives, as required

Notification of your senior executives, as requested by us

Allocation of appropriate resources to sustain continuous effort on a 24/7 basis3

Rapid access and response

Submission via phone or web

Severity A

Critical business system degraded:

Significant loss or degradation of services

Needs attention within one hour

First call response in one hour or less

Critical situation resource2 assigned

Continuous effort on a 24/7 basis2

Allocation of appropriate resources to sustain continuous effort on a 24/7 basis3

Rapid access and response

Submission via phone or web

Severity B

Moderate business impact:

Moderate loss or degradation of services, but work can reasonably continue in an impaired manner

Needs attention within two business hours6

First call response in two hours or less

Effort during business hours only

Allocation of appropriate resources to align to Microsoft effort

Access and response from change control authority within four business hours

Submission via phone or web

Severity C

Minor business impact:

Substantially functioning with minor or no impediments of services

First call response in four hours or less

Effort during business hours only4

Accurate contact information on case owner

Responsive within 24 hours

Submission via phone or web

Severity and situation Our expected response Your expected response

Needs attention within four business hours6

1 The listed response time for your Azure components does not cover Azure StorSimple, GitHub AE, Azure

Communication Services or

Billing & Subscription Management.

2Critical situation resources are help drive for prompt issue resolution through case engagement, escalation, resourcing, and coordination. 3 We may need to downgrade the severity level if you are not able to provide adequate resources or responses to enable us to continue with problem resolution efforts.

4 Business hours are generally defined as 09:00 to 17:30 Local Standard Time, excluding holidays and weekends.

Business hours may differ slightly in your country.

Reactive Support Management: Reactive Support Management provides oversight of support incidents to drive timely resolution and a high quality of support delivery. Service

Delivery Management will be utilized for the Reactive Support Management of all support requests.

Per the Incident Response tables above, for Severity B and C incidents, the service is available by customer request during business hours to the Microsoft resource who can also provide escalation updates when requested. For Severity 1 incidents, an enhanced escalation process is initiated and automatically executed. The assigned Microsoft resource is then responsible for ensuring continued technical progress by providing you with status updates and an action plan.

For non-business hours extended coverage, you may purchase Additional Reactive Support

Management Hours.

Extended Hotfix Support: Extended Hotfix Support allows you to request non-security hotfixes for select Microsoft software that has entered the Extended Support Phase of the

Fixed Lifecycle, as defined by the Policy at http://support.microsoft.com/lifecycle. Service-specific prerequisites and limitations:

• Extended Hotfix Support availability is limited to the following products/product families:

o Applications: Office o

Dynamics: AX, CRM o Server: Exchange Server, SQL

Server, System Center (excluding

Configuration Manager), Windows Server o Systems: Windows client, Windows Embedded operating systems

• For the most current information about non-security hotfix availability for specific product versions, check the product lifecycle notes here.

• Although we use commercially reasonable efforts to respond to your requests for non-security hotfixes, you acknowledge that there may be cases in which a hotfix cannot be created or provided.

• Hotfixes are designed to address your specific problem and are not regression tested.

• Hotfixes may not be distributed to unaffiliated third parties without our written consent.

• Hotfix delivery times for non-English versions may vary, and localization fees may apply.

• We will not provide added features, functionality, updates, or design changes.

We will only address problems for a selected product which cause it to crash, lose data, or otherwise materially deviate from the product’s documented functionality.

Onsite Support: Onsite reactive support provides assistance at your location. This service is subject to Microsoft resource availability and requires an additional charge per onsite visit.

Root Cause Analysis: When explicitly requested prior to incident close, we will perform a structured analysis of potential causes of a single incident, or a series of related problems.

You will be responsible for working with the Microsoft team to provide materials such as log files, network traces, or other diagnostic output. Root Cause Analysis is only available for certain Microsoft technologies and may incur an additional charge.

Reactive Support Management Add-on: You may elect to purchase additional hours to provide Reactive Support Management. These resources will operate remotely and deliver the service during the business hours in the time zone that is agreed upon in writing. This service is delivered in English and, where available, may be provided in your spoken language. This service is subject to Microsoft resource availability.

http://support.microsoft.com/lifecycle http://support.microsoft.com/lifecycle

Cybersecurity Support Services: Provides specialized cybersecurity-related assistance under both reactive and proactive scenarios (“Cybersecurity Services”). These services help to reduce the risk of targeted cyberattacks, better prepare for security crisis situations or investigate and contain an active security compromise. Cybersecurity Services provides a customized program of support services and may be available for an additional fee defined in this Services Description or its schedules or exhibits.

2.2.3 Service delivery management

Service Delivery Management (SDM) is included with your support services, unless otherwise noted herein or in schedules or exhibits to this Services Description. Additional delivery management services may be added when purchasing additional services or enhanced services and solutions.

SDM services are provided digitally and by a designated customer success account manager. This named resource may operate either remotely or onsite at your location.

Service Delivery Management scope details

The following SDM services are available:

Service delivery management service types Plan

Customer Organization Enablement

Microsoft Product, Service, and Security Updates Guidance

Program Development & Management

Unified Enterprise Support Onboarding

Cloud Success Program +

Executive Relationship Management

Service Delivery Management Add-on +

Service delivery management service types Plan

Onsite Service Delivery Management +

- Included as part of the Base Package.

Customer Organization Enablement: Guidance and information provided to your named Support Service Administrator about how to manage utilization of your Unified

Support services and prepare you to use Unified Support digital and reactive services.

Microsoft Product, Service and Security Updates Guidance: Information shared with you about important upcoming product and service features and changes, as well as security bulletins for Microsoft technologies.

Program Development & Management: Activities designed to plan, propose, and manage your support program’s services, across your organization to help you realize greater value from your investments in Microsoft technology and services. Microsoft may recommend a variety of services intended to help you achieve key business and technology outcomes, making use of the capabilities included in your Base Package support, as well as additional services you may purchase.

Unified Support Onboarding: Activities to support your initiation into Unified

Support, including the introduction and promotion of self-service capabilities in the online support portal, with a goal of ensuring timely utilization of your Unified Support services.

Cloud Success Program: Planning and delivery services are included to help you achieve specific cloud outcomes, empowering you to accelerate the implementation, adoption and realized value of Microsoft cloud technologies.

Executive Relationship Management: A set of activities to ensure the Microsoft

Support team is aligned to your organization’s strategic priorities and engaged with key business and technology decision makers.

Service Delivery Management Add-on: You may elect to purchase additional custom SDM resources to provide service delivery management services as part of a pre-determined scope of work, which are not explicitly detailed in this document.

These resources will operate either remotely or onsite at your location. This service is also subject to Microsoft resource availability.

Onsite Service Delivery Management: You may request onsite visits from your customer success account manager that may require an additional charge per visit.

This service is subject to Microsoft resource availability.

2.3 Enhanced services and solutions

In addition to the services provided as part of the Base Package or as additional services, the following optional enhanced services and solutions may be purchased. Enhanced services and solutions are available for an additional fee and may be defined in an Exhibit referenced in this Services Description or its schedules.

Service Plan

Designated Support Engineering +

Service Plan

Rapid Response +

Azure Event Management +

O365 Engineering Direct +

Developer Advanced +1

Support for Mission Critical +

+1 - Additional service that may be purchased up to a limited maximum quantity.

2.3.1 Designated Support Engineering

Designated Support Engineering (DSE): DSE services may be purchased as pre-defined offerings or as a block of custom hours that can be used to deliver scoped proactive services.

When purchased as hours, DSE service hours are then deducted from your total purchased hours as they are utilized and delivered.

Pre-defined DSE offerings are tailored to your environment and help you achieve a desired outcome. These offerings include required pre-defined proactive services built-in.

The focus areas for DSE services:

• Help maintain a deep knowledge of your current, and future business requirements and configuration of your information technology environment to optimize performance

• Document and share with you recommendations of the use of support services–related deliverables (e.g. supportability reviews, health checks, workshops, and risk-assessment programs)

• Help make your deployment and operation activities consistent with your planned and current implementations of Microsoft technologies

• Enhance your IT staff’s technical and operational skills

• Develop and implement strategies to help prevent future incidents and increase system availability of your covered Microsoft technologies

• Help determine the root cause of recurring incidents and to provide recommendations to prevent further disruptions in the designated Microsoft technologies

Regardless of how DSE is purchased, resources are allocated, prioritized and assigned based on the agreement of the parties during the initiation meeting and documented as part of your service delivery planning.

Service-specific prerequisites and limitations

• You must have a current Microsoft Unified Support services agreement to support your

DSE services. If your Microsoft Unified Support services agreement expires or is terminated, your DSE service will be terminated on the same date.

• DSE services are available during normal business hours (09:00 to 17:30 Local Standard

Time, excluding holidays and weekends).

• DSE services support the specific Microsoft products and technologies selected by you and listed in this Services Description or its schedules or exhibits.

• DSE services are delivered for a single support location in the designated support location identified in this Services Description or its schedules or exhibits.

2.3.2 Rapid Response

Rapid Response: Rapid Response provides accelerated reactive support for your cloud services by routing support incidents to technical experts and providing an escalation path to cloud service operations teams, as required.

To receive Rapid Response services for your Microsoft Azure components you must submit an incident through the applicable cloud service portal. Your Problem Resolution Support requests will be directly routed to a Rapid Response support queue which is staffed by a designated team of engineers with cloud service expertise. For this team to have basic knowledge of your deployment, you must provide documentation on basic Azure deployment and database topology, as well as scaling and load balancing plans where available. While incidents may require resources from standard product support professionals for resolution, the Rapid Response team retains primary responsibility for the incidents 24x7x365.

For your Azure components, the response times for problem resolution support are listed in the table below and supersede any expected Base Package support response times.

Rapid Response does not cover Azure Media Services, Azure Stack, Azure StorSimple, GitHub AE, Azure Communication Services, Billing & Subscription Management, Universal

Print, Test base for M365, or Microsoft Mesh.

Rapid Response purchase is subject to resource availability. Please consult your customer success account manager for availability details.

Rapid Response Severity and situation

Our expected response Your expected response

Severity 1

Critical business system down:

Business at risk. Complete loss of a critical application or solution

Loss of a core business process and work cannot reasonably continue

Needs attention within 15 minutes

First call response in 15 minutes or less

Continuous effort on a 24x7 basis1

Access to Microsoft’s experienced specialists2

Rapid escalation within

Microsoft to cloud service operations teams

Notification of our senior executives, as required

Notification of your senior executives, as requested by us

Allocation of appropriate resources to sustain continuous effort on a 24x7 basis1

Rapid access and response

Severity A

Critical business system degraded:

Significant loss or degradation of services

1 We may need to downgrade from 24x7 if you are not able to provide adequate resources or responses to enable Microsoft to continue with problem resolution efforts.

2 Rapid Response Problem Resolution Support services are only available in English.

2.3.3 Azure Event Management

Microsoft Azure Event Management (“AEM”) provides enhanced support before, during, and after critical customer events (“Event”). A critical event is defined as a period of high business impact and/or peak demand for the customer, requiring the highest levels of service availability and performance. Events must be confirmed with your customer success account manager at least 8 weeks before the event.

AEM supports events that utilize core Microsoft Azure services. The details of the solution and what Azure services it leverages must be shared with the AEM team well in advance of the actual event, but no later than, as input to the assessment.

As part of the Pre-Event activities, the AEM team will:

• Assess and familiarize itself with your solution

• Identify possible issues and risks affecting uptime and stability

• Determine the desired outcomes from a resiliency perspective

• Develop and maintain the service delivery plan for the solution

The AEM support team will provide a list of recommended and required actions to remediate any problems which could affect the solution availability or performance the Day of Event.

During the Event, the AEM team will be aware of the Event details and be prepared to resolve issues affecting the solution.

You may request Problem Resolution Support for the solution two weeks before the Event, during the Event, and one week after the Event*.

Severity and situation Our expected response Your expected response

Severity 1

Critical business system down:

Business at risk. Complete loss of a critical application or solution

Loss of a core business process and work cannot reasonably continue

Needs attention within 15 minutes

First call response in 15 minutes or less and rapid escalation within Microsoft to cloud operations teams for any

Microsoft Azure services2

Critical situation manager assigned in 30 minutes or less.

Continuous effort on a 24x7 basis1

Access to Microsoft experienced specialists and rapid escalation

For the Azure Services, incident service requests should be raised online through the Microsoft

Azure portal, using a predefined template specified by your customer success account manager

Notification of your senior executives, as requested by us

Severity and situation Our expected response Your expected response

Severity A

Critical business system degraded:

Significant loss or degradation of services within Microsoft to product teams

Engagement of support engineers who have knowledge of your Solution configuration.

Where applicable, those engineers may assist and streamline the incident management process

Notification of our senior executives, as required

Allocation of appropriate resources to sustain continuous effort on a 24x7 basis1

Rapid access and response

1 We may need to downgrade from 24 x 7 if you are not able to provide adequate resources or responses to help us to continue with problem resolution effort.

2 AEM Problem Resolution Support services are only available in English

*Problem Resolution Support submitted prior to and after the Event will be addressed as Severity B.

Post-Event, you may request root cause analysis on all Severity 1 and Severity A incidents for your solution. Where applicable, we will provide recommendations on how the issues may be prevented in the future.

2.3.4 Office 365 Engineering Direct

Office 365 Engineering Direct provides enhanced support for the core workloads of your

Microsoft Office 365 production tenant or tenants that includes prioritized access to the

Office 365 engineering team. This service will be available for the listed tenant or tenants, is available for an additional fee and is defined in an Exhibit referenced in this Services

Description or its schedules or exhibits.

2.3.5 Developer Support

Provides deeper proactive support based on cloud and product knowledge across the application development lifecycle for Customer developers building, deploying, and supporting applications on Microsoft’s platform. Developer Support delivers comprehensive support providing Unified Enterprise customers with cloud architecture, vulnerability assessments, ALM/DevOps solutions, security development lifecycle, code reviews, performance and monitoring, application modernization, internet of things (IoT) implementation and management, training, and testing. Developer Support services provide guidance to customers for planning, maintenance, and optimization purposes only. Developer Support is available for an additional fee.

2.3.6 Support for Mission Critical

Support for Mission Critical: Provides a higher level of support for a defined set of

Microsoft products and Online Services that make up a part of your mission critical solution, as specified in this Services Description or its schedules or exhibits. Support for

Mission Critical provides a customized program of support services, is available for an additional fee and is defined in an Exhibit referenced in this Services Description or its schedules.

2.3.7 U.S. Citizen Program

Citizen Support: Provides enhanced support for customers with explicit citizenship requirements for Problem Resolution Support.

For remote Problem Resolution Support (“PRS”) on qualified products, your first interaction with our technical support engineers will be limited to citizens of and physically located in the United States (“U.S. Citizen”). Your Support Data will be stored in data centers in the

United States. Access to your Support Data will be limited to U.S. Citizen staff. Staff will not have access to your Customer Data without your consent.

After the first interaction, if your incident requires escalation or resources from our standard support team(s), we will request your written consent to engage with those team(s). These teams are not guaranteed to be U.S. Citizens. By consenting, you agree that non-U.S. Citizen staff may be granted temporary access to your Support Data. If your case does not require disclosure of Customer Data, with your consent we will route your incident to the first available engineer, able to respond to your incident in a timelier manner.

In the event of high support volumes, we may provide you the option to work with a non-

U.S. Citizen resource to provide an accelerated first technical support interaction. You are not obligated to accept this offer. If you decline, PRS will be provided according to the Incident

Response timelines described in the Incident Response Tables in Section 2.2.2, “Reactive

Services” of this document. If you accept, we will route your PRS incident to the first available resource, which may not be a U.S. Citizen. Such resource(s) will be provided with temporary access to your Support Data.

Citizen Support is available for the following products:

• Dynamics CRM (on-premises only)

• Exchange Server

• Internet Explorer and Edge (limited to the browser itself – no developer issues)

• Outlook for Windows (Outlook Business Contact Manager is not supported;

Outlook for MAC is not supported; Outlook core application only)

• Skype Server / Lync Server

• SharePoint (Designer and Developer support is NOT included for SharePoint)

• System Center Configuration Manager

• System Center Operations Manager

• System Center Virtual Machine Manager

• SQL Server

• Windows (server and client)

Citizen Support does not include support for Azure Government, Office 365 Government, and Dynamics 365 Government. Additional products may be included in the above list via a mutually agreed upon amendment or modification to this Services Description as support becomes available. Support for products not included in the list above but otherwise supported will be handled according to our standard Unified Support Problem Resolution

Support processes described in section 2.2.2, “Reactive Services” of this document and may result in exposure of your Incident information to non-U.S. Citizens at any point throughout the delivery of Problem Resolution Support.

To ensure routing accuracy, a dedicated Citizen Support toll free number will be provided to your named customer contact(s), as provided to your Customer Success Account Manager, along with the account number and account IDs. The Customer understands and agrees that the dedicated toll-free number must be used to access Citizen Support.

Terms defined in the Microsoft Online Data Protection Addendum:

“Customer Data” means all data, including all text, sound, video, or image files, and software, that are provided to Microsoft by, or on behalf of, Customer through use of the

Online Service. Customer Data does not include Professional Services Data.

“Support Data” means all data, including all text, sound, video, image files, or software, that are provided to

Microsoft by or on behalf of Customer (or that Customer authorizes Microsoft to obtain from an Online Service) through an engagement with Microsoft to obtain technical support for Online Services covered under this agreement. Support Data is a subset of Professional

Services Data.

3 Additional terms and conditions

Microsoft Unified Support services are delivered based on the following prerequisites and assumptions.

• Base reactive services are provided remotely to the location(s) of your designated support contacts. All other services are provided remotely to your location(s) designated or listed in this Services Description or its schedules or exhibits, unless otherwise set forth in writing.

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• We provide support for all versions of commercially released, generally available

Microsoft software and Online Services products that you have purchased based on the declared licensing enrollments and agreements and/or billing account ID in Appendix

A of your Fee Schedule and are identified on the Product Terms, published by

Microsoft from time to time at http://microsoft.com/licensing/contracts (or at a successor site that Microsoft identifies), unless otherwise set forth in this Services

Description or its schedules or exhibits, or specifically excluded on your online support portal at http://serviceshub.microsoft.com.

• Support for pre-release and beta products is not provided, except as otherwise noted in an attached exhibit.

• All services, including any additional services purchased as part of and during the Term of this Services

Description or its schedules or exhibits, are forfeited if not utilized during the Term of the Services Description or applicable schedule(s) or exhibit(s). For multi-year services descriptions, all Base year services, including any additional services purchased during the base year of the agreement, as listed in the attached schedule(s) or exhibit(s), shall be forfeited if not utilized during the base year of the Services Description. All option year services, including any additional services purchased during the option year, as applicable, will expire at the end of the respective option year in which they were purchased.

• Scheduling of services is dependent upon the availability of resources and workshops may be subject to cancellation if minimum registration levels are not met.

• We can access your system via remote connection to analyze problems at your request.

Our personnel will access only those systems authorized by you. To utilize remote connection assistance, you must provide us with appropriate access and necessary equipment.

• Some services may require us to store, process, and access your Customer Data. When we do so, we use Microsoft-approved technologies which comply with our data-protection policies and processes. If you request that we use technologies not approved by Microsoft, you understand and agree that you are solely responsible for the integrity and security of your Customer Data and that Microsoft assumes no liability in connection with the use of non-Microsoft-approved technologies.

• If you request cancellation of a previously scheduled service, Microsoft may choose to deduct a cancellation fee of up to 100 percent of the price of the service; if the cancellation or rescheduling was done with less than 14 days’ notice prior to the first day of delivery.

• When purchasing additional services, we may require the inclusion of service delivery management to facilitate delivery.

• If you ordered one type of service and wish to exchange it for another type of service, your support services administrator may apply equivalent value to an alternative available service as agreed with your Microsoft service delivery resource.

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• Software Assurance Benefits 24x7 Problem Resolution Support Incidents (SA PRS

Incidents, or “SAB”), may be converted to an equivalent value (as determined by

Microsoft) and used towards the fees for Base Package support, eligible components of

Designated Support Engineering (DSE) and/or eligible components of Enhanced services and solutions. Your delivery management resource can confirm such value(s) and fee(s), if applicable. After 30 days of the Support Commencement Date and/or multi-year Support annual anniversary date, we may invoice you for the equivalent value of any deficit SAB you commit for any such conversion, as designated in…