Amendment No.2-IP Flex MSR Final.pdf

WISCONSIN DEPARTMENT OF ADMINISTRATION

DIVISION OF ENTERPRISE OPERATIONS

DOA-3051 (R 04/2019)

S. 51.01(5) WIS. STATS.; AND

S. 111.32(13M) WIS. STATS

STATE BUREAU OF PROCUREMENT

101 EAST WILSON STREET, 6TH FLOOR

POST OFFICE BOX 7867

MADISON, WI 53707-7867

FAX (608) 267-0600

TTY (608) 267-9629

HTTP://VENDORNET.STATE.WI.US

Contract Amendment

Contract No.: 505ENT-M23-NTWRKSRVCS-01 Amendment No.: 02

Contract Title: Wide Area Network (WAN) & Internet Services

This Amendment is entered into by and between the State of Wisconsin, Department of Administration, and the Contractor, whose name, address and principal officer appears below.

Contractor Name AT&T Contractor Address One AT&T Way City: Bedminster State: NJ Zip: 07921-0752 Principal Officer: Robert Klein The parties wish to change the terms of the above-referenced Contract in the following manner:

Adding Managed Router Service as an additional option to the IP Flex Service.

Except as expressly changed by this Amendment, the terms, conditions, rights and obligations of Contract No.:

505ENT-M23-NTWRKSRVCS-01 shall remain in effect unchanged. In the event of any inconsistency or conflict in the Contract and this Amendment, the provision of this Amendment shall control.

To Be Completed by Contractor

For State of Wisconsin Department of Administration Cheryl Edgington Director of the State Bureau of

Procurment

For

Company Name

Address

City State Zip Signature By

Printed Name

Date

Signature

Title

Date

Contract Id: 6807314

AT&T Corp.

eSigned - Marianna Armstrong

Contractor Contract Specialist as signer for AT&T

20 Nov 2023

This document can be made available in alternate formats to individuals with disabilities upon request.

Contract Id: 6807314

Pricing Schedule AT&T Network Integration Services

Services U.S.

Agreement No.: 20120321-0055UA AT&T Network Integration Tracking ID: GBS375602

Document Version#:1 11-16-23

Upon mutual execution hereof, this Pricing Schedule for AT&T Network Integration Services (“NI Pricing Schedule”) becomes part of the Master Agreement between AT&T and Customer referenced above (the “Agreement”).

Customer has requested that AT&T sign this Agreement first, and AT&T has agreed to do so. This Agreement as signed by AT&T shall be binding upon Customer from the time of Customer’s signature, and AT&T will begin implementing the agreement when a fully signed copy is returned by Customer, provided such fully signed copy is returned to AT&T not more than forty-five (45) days after AT&T delivered a signed copy to Customer. Further, any and all changes made to the Agreement after signature by AT&T shall be void and of no effect, unless and until incorporated into a written amendment to this Agreement signed by both Parties, except for changes expressly authorized by the terms of this Agreement.

ATTUID: mr5231

CUSTOMER Legal Name (“Customer”)

AT&T Corp. ("AT&T") (designate other entity if signing entity other than AT&T Corp)

AT&T Branch Sales Contact Name

State of Wisconsin Department of Administration

AT&T Name: Theresa Benko

CUSTOMER Address AT&T Corp. Address and Contact AT&T Branch Sales Contact Information

Street Address: 5830 Femrite Dr.

City: Madison State / Province: WI Country: USA Domestic / Intl / Zip Code: 53718

One AT&T Way Bedminster

NJ

07921-0752 Contact: Master Agreement Support Team Email : mast@att.com

Address: 316 W. Washington Ave City: Madison State / Province: WI Country: USA Domestic / Intl / Zip Code: 53703 Email: theresa.benko@att.com Sales/Branch Mgr: Robert Klein SCVP Name: Joe Drygas

CUSTOMER Contact AT&T Address and Contact AT&T NI Contact Information Name:

Title:

Telephone: (608) 2 Email:

Name:

Title:

Telephone:

Street Address:

City:

State / Province:

Country:

Domestic / Intl / Zip Code:

Name: Michael Reckley Address: 11760 US Hwy 1 City: North Palm Beach State / Province: FL Country: USA Domestic / Intl / Zip Code: 33408 Telephone: 248-892-2292 Email: mr5231@att.com

CUSTOMER Billing Address Street Address: 5830 Femrite Dr.

City: Madison State / Province: WI Country: USA Domestic / Intl / Zip Code: 53718

AGREED: AGREED:

CUSTOMER: State of Wisconsin Department of Administration

AT&T

By:_______________________________________

(Authorized Agent or Representative)

By:________________________________________

(Authorized Agent or Representative)

(Typed or Printed Name) (Typed or Printed Name)

(Title) (Title)

(Date) (Date)

Contract Id: 6807314

GBS375602

201203210055UA

20231120-4970

PCS ID: 20231120-059

pd170n eSigned - Marianna Armstrong

Services

U.S.

1. DEFINITIONS

All other capitalized terms used but not defined in this NI Pricing Schedule have the meaning given them in the Master Agreement.

AT&T EQUIPMENT Is the equipment AT&T provides hereunder to which AT&T retains all right, title and interest, which is located at a Customer site (“Site”), and which is used to provide Services. AT&T Equipment includes any internal code required to operate such Equipment. AT&T Equipment does not include Customer Equipment or Purchased Equipment.

2. SERVICES

This NI Pricing Schedule states the terms and conditions governing SOW’s for AT&T services (“Services”). Attached to this NI Pricing Schedule is an SOW detailing the types of Services provided as well as commensurate charges which become effective and incorporated herein upon the Effective Date. AT&T may subcontract work to be performed hereunder but shall retain responsibility for all such work.

3. STATEMENT(s) OF WORK A. Unless earlier terminated as described below, an SOW is deemed terminated when the parties’ respective obligations have been fully performed or when it is otherwise terminated according to its terms.

B. In the event of an inconsistency among terms, the order of priority is: (i) the Agreement; (ii) the applicable SOW, and (iii) the NI Pricing Schedule.

3. INTELLECTUAL PROPERTY RIGHTS

A. All intellectual property and proprietary rights arising by virtue of AT&T’s performance of the Services are and will remain the sole and exclusive property of AT&T, and neither ownership nor title to any such property will pass to Customer.

B. Customer may retain those copies of any reports produced and furnished to Customer by AT&T (“Reports”), and Customer is hereby granted, under AT&T’s copyrights, the perpetual, non-exclusive, personal and non-transferable right to reproduce and modify Reports for Customer’s own business purposes. For avoidance of doubt and to the extent permissible by law, “business purposes” exclude resale to third parties and revenue generation purposes.

C. AT&T hereby grants to Customer the non-exclusive, personal, and non-transferable right to use any items other than Reports produced and furnished to Customer by AT&T under this NI Pricing Schedule, solely for Customer's own business purposes during the term of this NI Pricing Schedule, or for such other purposes as may be mutually agreed in writing by the parties.

D. Except as otherwise specified herein, no other right or license to or under any of AT&T's intellectual property rights is either granted or implied under this NI Pricing Schedule.

4. WARRANTY

The provision of Services hereunder shall be performed in a workmanlike manner that would meet commercial industry standards in the field to which the work pertains as well as any standards set forth in the applicable SOW

5. TERM AND TERMINATION

This NI Pricing Schedule shall remain in effect until terminated by either party on not less than thirty (30) days’ prior written notice to the other party; provided that, the terms and conditions of this NI Pricing Schedule shall continue to govern, through completion of performance (or earlier termination), all SOWs in effect on this NI Pricing Schedule’s termination date. Termination charges, if any, shall be as specified in the applicable Attachment.

6. AT&T EQUIPMENT

a. Customer shall provide a suitable and secure environment (free from environmental hazards) and electric power for AT&T Equipment and shall keep the AT&T Equipment free from all liens, charges, and encumbrances. Customer shall not permit the AT&T Equipment to become or remain a fixture to any real estate. To the extent permitted by the Agreement, the Customer shall bear the risk of loss of or damage to AT&T Equipment (ordinary wear and tear excepted) from any cause except to the extent caused by AT&T or its suppliers. AT&T Equipment shall not be removed, relocated, modified, interfered with, or attached to non-AT&T equipment by Customer without prior written authorization from AT&T.

b. AT&T shall retain all right, title or interest in AT&T Equipment and no ownership rights in AT&T Equipment shall transfer to Customer. Risk of loss to AT&T Equipment is defined within the Agreement.

c. At its expense, Customer shall keep the AT&T Equipment insured against all risks of loss and damage with companies acceptable to AT&T for an amount equal to the original cost of the AT&T Equipment.

d. Upon the expiration or termination of this SOW, Customer will return all, and not less than all, the AT&T Equipment to AT&T at a location designated by AT&T. Customer shall disconnect, properly package for transportation and return all of the AT&T Equipment, freight prepaid by AT&T, in good repair, condition and working order. If upon expiration or termination, Customer does not immediately return the AT&T Equipment within 10 business days as required herein, AT&T may, at its option, (a) arrange for removal of the AT&T Equipment and Customer agrees to pay AT&T an amount equal to two (2) additional monthly payments as specified in this SOW

e. AT&T may, without notice or Customer’s consent, assign in whole or in part AT&T’s right to payments due under this SOW to an Affiliate or third party. Such assignment does not relieve AT&T of its performance obligations under this SOW

Services U.S.

EXHIBIT 1: STATEMENT OF WORK

1 Introduction

This SOW between AT&T Corp. (“AT&T”) and State of Wisconsin Department of Administration is attached to the NI Pricing Schedule and made a part thereof upon the Effective Date.

2. Scope of Work

2.1 Services

AT&T will provide managed Juniper Router service including hardware and installation to individual State of Wisconsin Department of Administration locations designated by Customers.

Services and/or Equipment not specifically provided for hereunder are outside the scope of this SOW.

2.2 AT&T Equipment:

Equipment included within the Managed Juniper Router Service is listed in Appendix A (“Purchased Equipment List”).

2.3 SOW Term

A 36-month minimum payment period will commence upon availability of the Service to Customer & turn up of the of the new or existing Juniper Device for each individual Customer location.

3 Professional Services Scope:

AT&T shall provide the Services set out in this Statement of Work for Customer ("Customer") for network deployment and proactive monitoring and management services.

Additional sites will be added via the change order process. The separate minimum payment periods for each new individual site added will commence upon availability of the Service to Customer & turn up of the of the new or existing Juniper Device.

Services include the following:

3.1 Project Management Service

3.1.1 Juniper Edge Implementation

Managed Service Setup Installation and Deployment

3.1.2 Juniper ASEOD Managed Services

24x7 Proactive Monitoring & Management of CPE 24x7 Break/Fix Management and Remediation Support 24x7 Monitoring and Support for firewall policy and traffic flow operation.

ASEOD SNMP Reporting w/Customer Notification & Change Permission Lifecycle Management Service Level Objectives Provide Customer Web Portal Access via the AT&T Portal (“U.Connect”).

Managed Asset Inventory Equipment and Carrier Trouble Ticket Events Network Status View Base Performance Stats (Utilization, CPU, Memory) Special Reports (Date range searches for Trouble Tickets, network availability, Site history, types of outages, and chronic issues)

4 Project Deliverables

The AT&T shall provide the following Deliverables for a term of 36 months from the date of P.O. submission to AT&T:

Deliverable

Project Management Juniper Edge Implementation Managed Service Deployment Equipment Staging and Configuration Installation and Deployment Juniper ASEOD Managed Services 24x7 Proactive Monitoring & Management of CPE 24x7 Break/Fix Management and Remediation Support 24x7 Monitoring and Support for firewall policy and traffic flow operation ASEOD SNMP Reporting w/Customer Notification & Change Permission Lifecycle Management Service Level Objectives Provide Customer Web Portal Access via the AT&T Portal (“ U.Connect”).

Managed Asset Inventory Equipment and Carrier Trouble Ticket Events Network Status View Base Performance Stats (Utilization, CPU, Memory) Special Reports (Date range searches for Trouble Tickets, network availability, Site history, types of outages, and chronic issues)

5. AT&T ASEOD with Juniper Technical and Management Implementation:

The table below shows the party with primary responsibility for each task.

Phase 1: Data Collection Customer AT&T Supply documentation and configuration standards for each branch site profile and data centers.

Phase 2: Customer provides key requirements Customer AT&T Internet/MPLS/LTE connectivity requirements (Broadband, Cable, DSL etc.)

Internet/MPLS/LTE availability requirements

Cloud connectivity requirements

Inter site communication requirements

Orchestration requirements

Security requirements to include firewall policy

IP routing and traffic engineering requirements

Migration requirements

Site readiness requirements

Capacity requirements

Application QoS requirements

Phase 2: Gap Analysis Customer AT&T Gap identification and remediation

Design and Conversion Discussion with Customer

Sign off Gap Analysis by Customer

Phase 3: Documentation Delivery and Project Kickoff Customer AT&T Turn-up guide with edge device activation instructions and conversion process

Mutually agree upon production Implementation

Phase 4: Migration Remote Support Customer AT&T Remote Support

Turn-up schedule management and reporting

Architectural remediation during deployment

Legacy circuit and equipment decommissioning

Edge device configuration template push during installation

AT&T ASEOD with Juniper Technical and Management Implementation: - Continued

5.1 Implementation Resources:

5.1.1 Project Management

AT&T shall provide Project Management ("PM") services. The PM services shall be delivered remotely, unless agreed to in writing in advance. As required and applicable to the requirements of the project, AT&T shall perform the following services.

5.1.2 Project Management - AT&T Responsibilities

AT&T shall:

Provide a single point of contact for all project support issues for the installation of the equipment and services.

Provide inputs to overall program.

Attend project kick off with all stakeholders/sponsors.

AT&T project manager shall convey AT&T requirements to AT&T for successful startup.

Provide mutually agreed upon reporting and project escalation.

Provide input in work breakdown structure (WBS) across all phases and sites.

Provide input in WBS into overarching Project Plan.

Provide input in Communications Plan.

Provide input in Service and support model development.

Provide input and updates regarding the ordering of equipment and hardware fulfilment.

Coordinating schedules and contacting a project manager from Customer to ensure a site is ready for installation.

Scheduling of required AT&T resources.

Work with Company to highlight and mitigate project startup risks.

Perform status tracking, with weekly updates and ongoing status reporting.

Escalate project issues and risks by interfacing with project personnel and assigned AT&T project manager OR as per agreed escalation matrix.

Monitor implementation in accordance with cost, and schedule.

Verify completion of service delivery.

Perform project close out activities and create close criteria with Company if required.

5.2 Managed Services Setup:

5.2.1 Customer Setup:

Building of Customer Structure in Monitoring and Ticketing Systems Building and Deployment of customized security and network monitoring tools

5.2.2 Staging – Infrastructure Configuration

AT&T staging service (“Staging”) enables equipment to be assembled and pre-configured to AT&T specifications prior to tele installation activities. Staging services shall be executed centrally at a AT&T warehouse or if AT&T doesn’t have facility, remote staging can be performed based on agreed rates.

Before staging activities begin, AT&T should work on joint tasks including receipt and review of staging instructions provided by AT&T, review of corresponding detailed test plans, and roll-out schedule containing the number of locations, special delivery instructions, and installation timeframes. Once required information is received and completed, a project plan is developed, and a project team is assigned from AT&T. The project plan maps every aspect of the staging process and determines specific functions for the project team. Once the project plan and team are assigned, the staging activities can begin.

5.2.3 Staging Services - AT&T Responsibilities

AT&T shall:

Perform relevant assemble activities including:

o Un-box equipment and inspect for completeness and damage.

o Build hardware configuration as per Bill of Materials (BOM).

o Attach external peripheral items and make specified peripheral connections.

o Power up equipment and resolve out-of-box failures.

Perform load activities including, some of these activities may be provided via workflow automation or orchestration on the customers premises at the time of installation:

o Install standard or AT&T specific software via agreed replication process.

o Upload AT&T provided configuration.

o Perform configuration activities including:

o Configure IP addressing.

o Store Company provided asset tags, place tags on equipment and report chassis serial number.

Perform test activities as agreed with AT&T.

o Provide dedicated tech lead resources for supporting Staging Services

5.3 Concierge Deployment Services

Concierge Engineering services shall be available to AT&T/Customer(s) that have chosen a security configuration template that most closely aligns with their business need yet require some further custom settings to better align to the business need.

As part of the Technical Implementation, the Concierge Support Resources shall:

Participate in a project Kick off call to validate AT&T/Customer expectations vs contract (limited to ½ hour) If deviation from expectations vs contract, a Change Order will be required.

Provide Weekly Reports on projects status via email.

AT&T Engineer shall work with AT&T/Customer resources to determine the adjustments to the base configuration settings to best align to their business needs and infrastructure use case.

Participate in a Post Installation Project call to provide details to the AT&T’s U.Connect Portal and to provide the

AT&T escalation process. (limited to ½ hour)

5.3.1 Tele-Installation

US Only:

Remote Telephone based Technician Services o Remote engineering turn-up support will be scheduled with local Customer point of contact.

o Guided installation procedure shall be completed by a remote AT&T engineer and the Customer point of contact.

o AT&T technician shall call carrier support to assist in circuit activation.

o AT&T shall validate operation from Head End LAN interface to Remote end LAN interface.

o Turnover of management services to Network Operations Facility

MOW Only:

Remote Telephone based Technician Services o Remote engineering turn-up support shall be scheduled with local Customer point of contact.

o Guided installation procedure shall be completed by a remote AT&T engineer and the Customer point of contact.

o AT&T technician shall call carrier support to assist in circuit activation.

o AT&T shall validate operation from Head End LAN interface to Remote end LAN interface.

o Turnover of management services to Network Operations Facility

5.3.2 Test and Turn-up:

Following installation, the AT&T shall manage the following Test and Turn-Up functions applicable to each Site after the Equipment installation.

Confirm that Equipment and Support has been assumed by AT&T.

After successful Installation and Turn-Up of the Site, AT&T is responsible for Day 2 Support Services

(“Activation Date”). Billing for Day II support services will begin at this point.

6. Hours Service The Services provided hereunder shall be performed Monday through Friday, 9:00 a.m. to 5:00 p.m., local time, excluding designated AT&T holidays (“Normal Business Hours” or “NBH”), unless otherwise noted herein.

AT&T Designated Holiday Date Observed New Year’s Day January 1 Martin Luther King, Jr. Day Third Monday in January President’s Day Third Monday in February Memorial Day Last Monday in May Independence Day July 4 Labor Day 1st Monday in September Thanksgiving Day 4th Thursday in November Day after Thanksgiving 4th Friday in November Christmas Day December 25

7. Customer Responsibilities

To manage the activities outlined herein on time and within the pricing provided, Customer assigned roles and responsibilities must be fulfilled effectively. Customer will:

a) Provide identity and contact information for the Customer or its designee Project Manager. This is the primary interface for AT&T and AT&T Project Manager b)

c) Provide email addresses of Customer or its designee designated contacts for trouble notification.

d) Provide information necessary for AT&T to monitor and report managed device failures. This information includes contact name, telephone number, IP address(applies to Authorized Users), street address, and the Site's hours of operation.

e) Customer or its designee is responsible for gaining access for AT&T to Sites that are owned/controlled by third parties.

f) Customer or its designee is responsible for physical network reviews and other policy and regulatory actions required throughout the compliance period that may be required either by regulation or the Customer or its designee’s security policy.

g) Perform the appropriate Site preparation activities including, but not limited to, power, core drilling, ventilation, proper environmetals as per the Equipment manufacturer’s specifications, and the installation of Equipment racks.

h) Provide an available hub or switch port on downstream LAN for deployed Equipment.

i) Provide all cabling required for connecting downstream LAN devices to the Equipment.

j) Provide information that documents the Legacy Network design and configuration if this is an extension to an existing network. Customer or its designee must have already devised their IP addressing scheme and is expected to provide in spreadsheet (or similar) format, the IP addresses that correspond to each piece of Equipment installed as part of the Services provided in this SOW.

k) Provide a signature sign-off (see Site Acceptance, Appendix B) as concurrence of Site completion for each Site where AT&T has provided Services under this SOW.

l) Should the Customer or its designee install its own in-house wiring, it must meet at a minimum, the specifications for Category-5 cabling.

m) If a legacy network exists at the applicable Site, to ensure proper connectivity, it is the Customer or its designee’s responsibility to update the configurations of those devices and sites that must communicate to the Equipment deployed as part of the Services provided in this SOW to ensure proper connectivity.

n) Customer is responsible to validate that Legacy Equipment related to Services provided in this SOW, has appropriate IOS levels, sufficient memory, and hardware modules to support the new Customer or its designee network design requirements.

o) Designate Customer Site Security Liaison who shall be the technical focal point to work with AT&T to help support a successful implementation.

p) Provide a Site contact who will participate in installation and troubleshooting (as deemed necessary by AT&T), and who will conduct pre-installation and post-installation User Acceptance Testing (“UAT”).

q) Review and provide relevant comments (in the form of additional data requirements, preliminary conclusions, or recommended technical architecture) or Subject Matter Experts (“SME”) resources from applicable information technology departments or business units to assist in AT&T as contemplated herein.

r) Provide AT&T with access to the applicable Site to maintain AT&T-provided hardware (management data collector) and software. Should AT&T be denied access at a Site, such Site visit may be subject to rescheduling (subject to the Change Control Process)

s) Perform Site preparation including, but not limited to: heating, ventilation, air conditioning, electricity, cabling, entrance facilities, and demarcation extensions.

t) Provide space, racks, connectors, and suitable environment for the AT&T CPE, as specified by the manufacturer.

u) Notify AT&T in advance about planned changes to the network configuration(s). Required changes that result from these notifications may incur a conversion Charge for affected Service components. (subject to the Change Control Process)

v) Notify AT&T at least five (5) working days in advance of any scheduled maintenance, planned outages, or Service configuration changes that may interfere with device monitoring. Customer or its designee must notify AT&T immediately of any unscheduled activities that may interfere with device monitoring.

w) If applicable Authorized Users to provide a security policy, consisting of a list of desired Internet Protocol (“IP”) protocols to be implemented, including source addresses, destination addresses, ports, Transmission Control Protocol (“TCP”) and User Datagram Protocol (“UDP”) and a description of the protocols to be implemented.Provide the necessary network information requested by AT&T in order to allow AT&T to provision Security device management access into the AT&T Secure Network Operations Center (“SNOC”).

x) Identify a suitable test location during enablement and implementation to properly test desired Security Policies prior to opening all Sites on the Service.

y) Utilize internal hosts and servers that are properly maintained and kept up to date by the Customer. Servers, LAN devices, operating systems and other architecture components of a Customer infrastructure need to be properly maintained and kept up to date by loading the most recent software upgrades and the latest available security patches. It is also the Customer responsibility to make every reasonable effort to keep those platforms that connect to AT&T security devices utilized in business to business management and monitoring connectivity free from infection from potential worms, Trojans, viruses, or similar security threats. AT&T is not responsible for patching or removing security threats on Customer maintained equipment, including all Host and Server equipment connected to AT&T-managed security devices.

z) Verify that all Customer systems and networks (including but not limited to those which are outsourced), that connect with those belonging to AT&T implement appropriate security controls which are designed to prevent loss, disclosure, unauthorized access, or service disruption.

aa) If optionally selected, allow, and assist in the setup of diverse monitoring and access paths from the AT&Ts network to the Customer and Site personnel.

bb) Immediately notify AT&T via phone call and email to the Network Operations Center if a security breach is suspected.

cc) Administer individual IP addresses on a LAN.

dd) Define and maintain the Security Policy and internal security response procedures. In the event there is a security incident generated either from the Internet or within the network, it is a Customer responsibility to have appropriate mitigation contacts, processes, and procedures in place. AT&T shall make Customer written-requested Security Policy changes identified by the Customer.

ee) A minimum of 50 MBps connectivity to the central site via IPSec Tunnel and Customer is to provide IPSec VPN concentrator at its own data center.Provide a minimum of 2 Rack Units (RU) of space for AT&T support assets including.

Two RUs for the AT&Ts Dedicated Monitoring System Sufficient power and cooling to support the devices.

ff) .

gg) Unless explicitly defined as part of this SOW, Customer or its designee is responsible for:

Required electrical power supplies, correct power outlets, appropriate UPS protection.

Necessary cabinets, racks, and/or shelving to install equipment.

Functional and available cable plant (copper / fiber) at the facility work is being performed at and necessary patch cables.

Coordination with and scheduling of third party vendors AT&T or AT&T is required to work with.

Disposal of shipping material related to this SOW (i.e., boxes, packing material, etc.).

Valid data backups on Customer owned equipment.

Customer is responsible to provide accurate shipping address with local Customer contact information.

hh) When using Juniper ASEOD, Customer designs and defines all filtering and interception polices (Security Polices). AT&T undertakes only to implement Security Policy as directed by Customer and accepts no responsibility for the design or appropriateness of such design or settings.

ii) Notify AT&T at least five (5) working days in advance of any scheduled maintenance, planned outages, or Juniper configuration changes that may interfere with monitoring of this solution. Customer must notify AT&T immediately of any unscheduled activities that may interfere with the availability or operation of the Juniper device.

jj) Direct end-user support remains the responsibility of the Customer, this includes but is not limited to:

Issues on machines of end users.

End-to-end network connectivity (e.g., Customer’s network, Internet Service Provider);

Identity source management

kk) AT&T is not responsible for patching or removing security threats on Customer maintained equipment, including all host and server equipment connected to AT&T-managed devices.

8. Juniper ASEOD Managed Services Description:

8.1 Event (Fault) Monitoring Management

AT&T shall proactively monitor managed equipment and managed equipment software from placing network device as per agreed terms in premises that are requested by AT&T. Proactive monitoring to facilitate event detection and outage response and prevention where it is possible to proactively identify proactively the degradation in performance for isolation and remediation prior to a hard outage. Fault management is 24X7X365 and includes ticket creation, proactive electronic notification, event correlation, detection, isolation, corrective actions for resolution. Remote monitoring scope will not restrict to network managed equipment’s only, it can extend to transport services, and services including (by equipment type/network element/service as applicable), Transport carriers, Reactive monitoring, telemetry-based monitoring and others that are included within the schedule of fees below.

Juniper ASEOD Managed Services Description: - Continued

8.2 Event Management Responsibilities:

AT&T Shall:

Proactive monitoring facilitates event detection, outage response, preventative efforts where possible and reasonable, and correlation over incident correction.

Provide network assessment with recommendation of network improvement and performance variables that include but are not limited to data such as latency, packets loss and others, configuration, and utilization monitoring on managed devices.

Detect the behavior and classify them according to priority levels or agreed upon support levels.

Monitor the daily health reports on all managed Service components.

Manage/monitor the availability of managed equipment – polling information of Services and management interface to confirm the active device and process requests. A combination of types used included Internet Control Message Protocol (“ICMP”) echo, Simple Network Management Protocol (“SNMP”) Queries, Application Program Interface (“API”) and log parsing.

Maintain access to remote managed equipment – ensure of reachability of devices from remote networks and validating the filtering, routing of device access from users and others.

Manage/monitor CPU Load utilization – determine proactively the CPU performance from load trending on central processers.

Manage/monitor memory utilization - monitoring of memory usage and general RAM utilization.

Monitor for Errors: automated reading error log on the conditions to capture errors in log. Alerts including Service failure notifications, high buffer/cache misses, software errors and hardware failures.

Manage/monitor interface utilization - collection and trending of traffic levels passing through network interfaces.

Manage/monitor network element health, temp, Coldstart, Warmstart, linkup, linkdown, fan, power supplies, and other variables as agreed.

Manage/monitor WAN and core LAN uplink/interface/port-status, utilization, and errors.

Manage/monitor real-time class of Service usage for managed equipment connected to transport services.

Manage/monitor interface errors.

Manage/monitor packet discard rate.

Manage/monitor excessive bandwidth usage (e.g., more than 70% load during 60 min), for managed equipment connected to transport services.

Manage/monitor real-time MPLS class of service and VRF [Virtual routing and forwarding] utilization, for managed equipment connected to transport services.

SNMP monitoring of the following variables.

o HTTP o ICMP echo o ICMP path echo o ICMP Jitter o TCP Connect o UDP echo o VoIP – RTP data stream o QoS / CoS supported for traffic.

Juniper ASEOD Managed Services Description: - Continued

8.3 RMM Incident Management

RMM Incident Management will help restore normal service operation as quickly as possible. This process isolates events, identifies Incidents, and diagnoses, and takes required actions to resolve. Incidents for managed devices are identified from a continuous process whereby Incidents are logged, tracked, expedited, and resolved. Incidents can be reported via telephone, email or any interface feature which can raise incidents. It is dependent on the valid maintenance and support contract regarding the managed devices and LOA [ Letter Of Agency] in place. This shall include working with Customer to restore normal service operation within agreed-to service levels, initiating standard change management as needed and supporting and coordinating Dispatch remotely.

AT&T shall:

AT&T shall Diagnose, isolate, and determine the root cause of Incidents and perform testing to verify Incident resolution work with Customer to restore normal service operation within agreed-to service levels, initiating standard change management as needed.

The CI [Configuration Item] for in-scope items which are not capable of monitoring are responded reactively by tracking, managing and resolution.

Record defined incidents as indicated above in various forms of automated tool or manual with symptoms, basic diagnostic data, any information on CI [Configuration Item] during recording incidents.

Update the incident tickets in an appropriate and timely manner in regular intervals.

Coordinate resolution efforts with relevant parties.

Coordinate the dispatch of support personnel to Customer premises to perform necessary onsite repairs to managed devices. Remotely assist onsite Customer personnel as needed to facilitate service restoration.

Remotely facilitate hardware replacement and software updates as per requirement(s).

Utilize incident remediation procedures to collect any additional data required to diagnose and match to any known errors in knowledge base.

Facilitate for logging knowledge base. Identify the workarounds from knowledge database for known errors and knowledge records for an incident to related Services.

Assist remotely onsite Customer personnel and perform remotely for restoration.

Provide assistance in managing end-to-end network incidents until resolution.

Participate in discussion and meeting during escalation, high priority incidents with respective stakeholders and parties.

As an incident resolved with the form of workaround, complete the required additional process or work to update

CI [Configuration Item] with specifications to problem management if any.

Escalate incidents as per escalation matrix to the required escalation level, severity level, priority level and elapsed time since the incident occurred.

All the resolution details are updated in the Incident record.

Definitions Severity Level

Description

Critical 1 A fault or outage or loss-making or catastrophic event or top or high impact and high urgency.

Severely impacts one or more business critical processes and no immediate resolution, interim restoration, or workaround. Significant degradation or system failure caused outage at a site is "Critical".

High 2 A fault or outage that is a partial loss or high impact and medium urgency, medium impact and high urgency, or top impact and low urgency. degradation of the Service without affecting severely business. An emergency change or a normal change may require and where there is no automatic and equivalent interim restoration of Services.

Medium 3 A fault or outage affecting a single user, non-critical department but that the data Service is able to support communications and business processes are not interrupted.

Low 4 A fault that does not cause any loss or degradation of Service at a site but that requires corrective action or preventative maintenance at a pre-scheduled time.

8.4 AT&T ASEOD SNMP Performance Reporting

The AT&T shall provide an SNMP collection and reporting system for the purposes of developing and providing the customer network and hardware capacity and health information. The reporting data is made available to authorized customer end users via the AT&Ts portal. Performance visibility elements include but are not limited to:

A report for all devices that indicates: (Requires accurate information for circuit upload and download speeds from the circuit provider) o Red – Network ports that are X% of total utilization as it relates to CAR/CIR o Yellow – Network ports that are Y% of total utilization as it relates to CAR/CIR o Green– Network ports that are Z% of total utilization as it relates to CAR/CIR o Blue – Network ports that are underutilized as defined by the customer.

Average Latency by site (considered measurement from PBFW to the AT&Ts Sensor) Availability by site represented as a percentage (considered measurement from PBFW) Top Physical Errors - Physical lines that experienced the highest average number of errored seconds per day.

Device Statistics o CPU Utilization o Memory o Circuit Errors

AT&T shall reach out to each customer defined device via API calls or SNMP polls. These checks shall be performed every five (5) minutes, twenty four (24) hours per day, and seven (7) days per week. The data shall be initially stored as five (5) minute average data for a period of twenty four (24) hours. All detailed data will be stored on the server for 30 days and then only averages and percentages shall be stored locally to the system for 12 months. All detail shall be archived and stored at the AT&T facility for an additional 12 months.

The customer will be responsible via the portal to make any changes to utilization based alert notifications. Any changes to circuits or bandwidth speeds must be submitted via a MACD.

8.5 Problem Management

AT&T shall perform Problem Management that shall include both reactive and proactive Problem Management where reactive Problem Management shall initiate when an incident cannot be matched to a known error or underlying error. This known error shall be used to resolve all associated and future incident management tickets related to the same error.

AT&T shall review known errors, problems, and ticket logs to improve the efficiency and develop or identify opportunities for process improvement and remediation procedures. As known error is identified based on the root cause, the errors shall determine if its potential resolutions have temporary or permanent resolutions. If a permanent fix is identified and cost justifiable, recommendation shall be made by initiating resolutions needed for a change, shall follow change management process.

Identify affected CI’s, impacted stakeholders, root cause, known error, proposed solutions, preventive measures are documented.

Log all the output of error control with resolutions in known error database and same can be referred by incident management.

In proactive Problem Management, review shall happen to identify potential error conditions and identify proactively before incident can occur along with root cause and preventative plan. Any identified conditions shall pass through change management process for implementation with consents.

Periodic reviews of managed Services and identify potential errors conditions before incidents occur.

To improve efficiency, reviews to be conducted between incidents logs, problems log, known errors and Incident management process. Identify process improvement from past incidents and problems with constant update in remediation process and Known error database.

Root cause analysis reports shall be provided as part of problem management activities for P1 and Customer requested P2 incident tickets from monitoring tool for the cause and resolution steps chronically.

8.6 Performance Management and Reporting

AT&T Shall:

Monitor performance criteria to ensure performance of applications across the network.

Performance Management Includes gathering performance statistics which may vary based on OEM and relevance are represented here but not limited to, utilization, errors, availability, and latency information.

Analyze and monitor the data gathered from the network elements related to backup interface on managed network devices.

Monitor and escalate the exceeding performance thresholds as per standard manuals.

Generate monthly, quarterly performance reports on in-depth analysis of trends, utilization, and errors for analysis.

Provide recommendations from the performance analysis reports to improve process efficiency, stability, performance, and costs.

Capacity planning and performance tuning.

8.7 Reporting:

AT&T shall provide reports from SNMP collection from managed devices to Customer for purposes of developing a monthly performance report which could be pre-developed in tool based on the performance criteria to be established in graphical format by mutually agreed performance metrics. Instant reports on performance should be accessible based on stored information as five (5) minutes average data. The basic pre-developed reports shall include: –

Port utilization CPU Utilization Memory utilization Network interface statistics Disk utilization Disk performance HTTP transaction Time Average latency Report on Physical errors in logs.

Managed Equipment uptime and availability Fault history Trouble tickets Configuration changes during the month made by monitoring service.

8.8 Weekly Reporting

Weekly Reports - These reports summarize the weekly ticket activity, showing all tickets opened, closed and still active tickets.

8.9 Inventory Reporting

AT&T shall provide MS Excel managed inventory reports at least once per month in format agreed upon by AT&T and Customer.

8.10 Change Management

A “Change” is defined as installation, movement, addition, change and removal of elements and their various sub-components including configuration of software.

Change management process is designed to ensure that changes to managed devices are evaluated, assessed, controlling, managing, coordinated, and communicated to the Customer to minimize negative impacts of the Change which is often the result of incident management or Problem Management processes. Provide 24X7X365 support and implement Changes only during approved scheduled change window.

AT&T shall:

Act as a single point of contact (“SPOC”) or coordination for the change management process, including requests for moves, adds, and changes.

Participate in AT&T or AT&T’s customers change review board to be identified to meet the objectives of a

Change.

All scheduled Changes to be approved by designated members in advance and in emergency or expedited changes, set the simple approval process in consent with Change board.

Allocate priority of each Change based on impact and urgency of the Change.

Record and classify request for Change.

Manage emergency or expedited changes.

Analyze impact and risk. Each Change must be categorized to reflect impact of the Change.

Implementation oversight Close Change and conduct review AT&T shall work on a fallback or back-out plan development for any Changes in case of change failure.

AT&T shall notify the customer if there are any Change requests which, processed via the Change Management process, resulted in impacts which may require/ lead to create a separate Statements of Work (SOW’s) or amendments to resolve the impact.

8.11 Change Control Process

In the event either Party requests a change, The Parties shall comply with the formal Change Control Process as outlined in Appendix B Change Control Process

8.12 Emergency Change Request:

Any Changes that need implementation process in a short notice or short period of time which is typically as a mitigation for an existing or potential security threat or impact. Each emergency Change request should be submitted and approved by a pre-defined emergency Change advisory Team from AT&T and Customer. No more than 2 Emergency changes are included per year, per Customer. Emergency changes can only be opened by calling the request into the AT&T NOC directly. This is expected to typically begin within four (4) hours of approval.

Services U.S.

Juniper ASEOD Managed Services Description: - Continued

8.13 Expedited Change Request:

Any changes that need implementation process in a short notice or short period of time which is typically as a mitigation action with a short window or high impact requirement. Each expedited change request should be submitted and approved by the pre-defined emergency change advisory Team. Expedited MACD requiring NBH or aNBH implementation– Requested Execution within twelve (12) hours of complete information receipt.

Expedited MACD requiring NBH or aNBH implementation– Requested execution within twenty-four (24) hour period.

MACD Expedite requests shall be charged per request. Expedite execution shall be based on “simple” MACD’s as defined in the SOW and are best effort. Expedite shall be charged based on actual execution timeframe not requested.

8.14 General Charging Method – Change Management

MACDS

Description NBH/aNBH Interval Charge Simple MACD NBH 0-48 Hours No Charge Simple MACD – Expedite NBH or aNBH 0-12 Hours Charge per table of fees

Simple MACD – Expedite NBH or aNBH 12-24 Hours Charge per table of fees Simple MACD NBH 24-48 Hours+ No Charge Simple MACD – Advanced Scheduling aNBH 24-96 Hours Charge per table of fees Simple MACD aNBH 96 Hours (+) No Charge Major Network Rearrangements NBH/aNBH Project Defined ICB

Services U.S.

Juniper ASEOD Managed Services Description: - Continued

8.15 Move, Add, Change And Disconnects (“MACD”)

AT&T shall perform Customer requested configuration changes ("MACD") necessary for moves, adds, changes, and disconnects on each managed device related to the router, switch, and wireless access point configuration for the term of this SOW ("Device Management Services"). Major network re-arrangements, defined as those requiring more than fifteen (15) minutes for a NOC engineer to complete and which are not listed below in the included MACD list below shall be chargeable items. These shall be considered out of scope and handled via the Change control process as defined in this SOW.

8.16 Minor MACD:

Executing minimum scriptable commands from Central Management System is referred to as Minor MACD.

8.17 Remote MACD

A software or logical change to a single managed device that is performed remotely is “Remote MACD”. Two categories

– Simple & Complex MACD’s. This shall exclude any physical or dispatches. Remote MACD should be 24X7, MACD are performed OBH [Outside Business Hours] that can potentially cause interruption of any Managed services. All MACD’s are performed under the Change management Process.

8.18 Simple Remote MACD

A one time or single Change to managed devices that affects configuration is “Simple Remote MACD”. They are:

VLAN MACD

Simple port activation/deactivation Simple routing change; for example, a change to a static route Configuration restore (where conducted outside of Incident resolution) Change in port or class of Service/quality of Service.

HSRP [Hot Standby Router Protocol] Spanning tree settings Adjust security settings (port security, etc., new security features) Update NMS (monitoring systems) settings (changing SNMP community strings) excluding the Cisco 1800, 2800, and 3800 series routers acting as a firewall.

Modify Interface settings (IP Helper, speed duplex) Change of logical settings (VLAN, DLCI, etc.)

Request for changing address (other VLAN, other port, other static IP Address, etc.)

Extension of IP subnet for a VLAN with coordination of the DHCP configuration performed prior to the MACD receipt; MAC Security filter for wireless controller.

Other changes to managed equipment that on average can be performed by a single engineer in thirty minutes or less.

Services U.S.

Juniper ASEOD Managed Services Description: - Continued

8.19 Complex Remote MACDs

A Batch of changes to managed devices that can be achieved in less than four (4) hours or less, but which is complex change is “Complex Remote MACD”. These changes should be consented to or approved by relevant authorities. A Task of collecting information of single devices and consent with end users respect to change in settings, perform 3rd party or customer coordination by single device or batch of devices shall be under Complex MACD.

8.20 MACD Fall-Back Plan

AT&T shall have fallback plan to be in place to return to previous state of CI’s [Configuration Item] in case of affected by MACD activity.

8.21 Move, Add, Change, Delete (MACD) Services - AT&T Responsibilities Post original site installation, AT&T shall provide, move, add, change, and delete Services (“MACD”) which includes but is…