“SAMPLE CUSTOMER”

CUSTOMER”

Network Service Management

Prepared by:

BEVLIN
Building Better Networks
22 Depot Street
PO Box 1816
Duxbury, MA 02331
 Table of Contents

1 EXECUTIVE SUMMARY................................................................................................................. 3
2 CONTRACT ABSTRACT ................................................................................................................. 3
2.1 SUMMARY .................................................................................................................................... 3
2.2 DELIVERABLES............................................................................................................................. 3
2.3 ANNUAL COST ............................................................................................................................. 3
3 ASSUMPTIONS AND RESPONSIBILITIES.................................................................................. 4
3.1 SAMPLE CUSTOMER RESPONSIBILITIES ................................................................................. 4
3.2 BEVLIN RESPONSIBILITIES ........................................................................................................ 4
3.3 ENGAGEMENT ASSUMPTIONS ....................................................................................................... 5
3.4 CHANGE MANAGEMENT............................................................................................................... 5
3.5 INDEMNIFICATION ........................................................................................................................ 5
3.6 CONFIDENTIALITY ........................................................................................................................ 5
3.7 CONTRACT TERM, RENEWAL, AND CANCELLATION ..................................................................... 5
4 SUPPORT REQUEST PROCEDURES ........................................................................................... 6
4.1 DESIGNATED CUSTOMER CONTACT(S)......................................................................................... 6
4.2 BEVLIN SUPPORT CONTACTS ..................................................................................................... 6
4.2.1 Telephone Support ....................................................................................................................... 6
4.2.2 Email Support .............................................................................................................................. 6
4.3 BEVLIN RESPONSE GUIDELINES ................................................................................................. 6
4.3.1 Initial response: ........................................................................................................................... 6
4.3.2 Technical Resource response:...................................................................................................... 6
5 PRIORITY LEVELS.......................................................................................................................... 7
6 SERVICE LEVEL AGREEMENT ................................................................................................... 7
6.1 SERVICE LEVEL ............................................................................................................................ 7
6.1.1 8x5xNBD Support ........................................................................................................................ 7
6.1.2 24x7x4 Support ............................................................................................................................ 7
6.2 HARDWARE SUPPORT ................................................................................................................... 8
6.3 SOFTWARE SUPPORT .................................................................................................................... 8
6.4 PRO-ACTIVE SYSTEM MAINTENANCE .......................................................................................... 8
6.5 NON-EMERGENCY SUPPORT......................................................................................................... 8
6.5.1 Telephone Support ....................................................................................................................... 8
6.5.2 Email Support .............................................................................................................................. 9
6.6 NON-COVERED SERVICES & COMPONENTS.................................................................................. 9
6.6.1 System Administration.................................................................................................................. 9
6.6.2 Third Party Integration................................................................................................................ 9
6.6.3 Provider Circuits ......................................................................................................................... 9
6.6.4 Manufacturer Warranties and Availability of Hardware........................................................... 10
7 COVERED COMPONENTS ........................................................................................................... 10
8 CONTRACT ACCEPTANCE ......................................................................................................... 11

The following document (‘it’ herein after) is the property of and is proprietary to BEVLIN. It is not
to be disclosed in whole or in part without the expressed written consent of an authorized BEVLIN
employee. It shall not be duplicated or used, in whole or in part, for any purpose other than to
document BEVLIN network service management contract, and shall be returned upon request.
Network Service Management Confidential

1 Executive Summary
BEVLIN looks forward to extending our partnership with SAMPLE CUSTOMER by providing this
Support Contract. BEVLIN utilizes a proven service delivery value model to define every client’s
expectations up-front. The enclosed contract enables us to mutually review, agree upon, and
document all contract essentials before the contract period begins. We take this approach to give
you the assurance that your needs will be met accurately and consistently.

We will consistently communicate and measure the service with your team to ensure success and
your complete satisfaction. We hold ourselves fully accountable for the achievement of the
service delivery and SAMPLE CUSTOMER resulting satisfaction. We believe your satisfaction
measures our success.

BEVLIN has met with SAMPLE CUSTOMER to discuss ways in which our expertise can assist
you in meeting your strategic business initiatives. We have used this information to develop the
following contract.

2 Contract Abstract

2.1 Summary

Two Year 24x7 Network Service Management with 8x5x4 Onsite Network Support for Cisco
WAN infrastructure installed at the following locations:

TBD

2.2 Deliverables

Network Service Management as defined in sections 3 through 7.

2.3 Annual Cost

TBD

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3 Assumptions and Responsibilities

BEVLIN has made certain assumptions to scope and price this contract. The assumptions
pertaining to the engagement responsibilities directly impact our ability to deliver the services
defined here. In the case that the assumptions and responsibilities are not met, we will notify you
of potential change orders.

3.1 SAMPLE CUSTOMER Responsibilities

The customer will be responsible for the following:

• Designate a person or persons to whom all BEVLIN communications may be addressed
and who has the authority to act on all aspects of the Services. Such person(s) shall be
identified as the Customer Contact(s), with whom BEVLIN will communicate exclusively.
Customer contact(s) will be responsible for the following:
o Initiate the service request.
o Be present and available on-site while the BEVLIN resource is present
o Provide BEVLIN with accurate information regarding the support question or
problem.
o Perform all testing once the technical issue has been resolved.
• Provide BEVLIN with remote access to the system in the form of, at minimum, a dial-in
connection, and if possible an Internet connection, including firewall clearance.
• Provide BEVLIN with required security clearance and passwords to gain access to the
necessary network systems and facilities while on site.
• Provide BEVLIN with a suitable cubicle or office space to be used while on site, as well
as access to a telephone, a fax machine, and a LAN port with an IP address. If Internet
access is not available, an analog telephone line for dial-out access will be required.

3.2 BEVLIN Responsibilities

BEVLIN will be responsible for the following:

• 24x7 proactive monitoring of specified network elements: Automatically identifies and

isolates faults, and raises trouble tickets
• Provide a qualified specialist for technical issues directly relating to the specified network
elements, with a response time as defined in sections 4 through 6.
• Phone or email response for general, non-emergency questions relating to the covered
components of the system, during normal business hours of 8:00 AM to 5:00 PM,
Monday through Friday, excluding BEVLIN recognized holidays. This support is provided
at no extra charge, and must be initiated through either the published support email
address or telephone number.

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3.3 Engagement Assumptions

The following assumptions are made and agreed to by both parties:

• BEVLIN is not responsible for functionality and compatibility of hardware, applications,
and operating systems beyond what is supported by the manufacturers.
• Requests will be accepted only from the designated customer contact(s) as defined in
Section 4.
• Emergency and Non-Emergency requests must relate directly to the functionality of the
covered system components. BEVLIN is not responsible to respond to issues relating to
components not defined in this contract.
• Additional time incurred while correcting changes made to the system by the customer
will be charged at the BEVLIN standard rates.
• This contract defines response times by the BEVLIN support organization only. BEVLIN
is not responsible for availability of manufacturer replacement parts, which may be
defined by an independent contract between the customer and manufacturer.
• Customer must maintain manufacturer maintenance contracts directly with manufacturer.
Duration and expiration of this contract may not coincide with customer’s manufacturer
contracts.

3.4 Change Management

• In the event BEVLIN is required to perform Services above and beyond the Services set
forth in this Contract, the BEVLIN standard time and materials rates shall apply.
• Business hours are defined as Monday through Friday, 8:00 AM to 5:00 PM, excluding
BEVLIN recognized holidays.

3.5 Indemnification

Customer agrees to indemnify, hold harmless and defend BEVLIN and their respective
affiliates, directors, officers, employees and agents from and against all liens, claims,
demands, charges, suits, proceedings, causes of action of any type in law or equity,
liabilities, damages, penalties, losses and expenses, including but not limited to interest,
penalties, reasonable attorneys’ fees and costs of suit to the extent caused by or arising
out of or in connection with, or contributed to, in whole or in part, directly or indirectly by the
performance of BEVLIN, its agents, or employees, or conditions created thereby, or any
negligent act or omission on the part of BEVLIN, its agents, or employees.

3.6 Confidentiality

Information obtained during the preparation and/or execution of this contract is held in
strictest confidence by BEVLIN. BEVLIN will not make this information available to any
party other than the designated customer engagement contact.

3.7 Contract Term, Renewal, and Cancellation

Contract term is defined as 1 year from the accepted date. Contract for a particular
component or components cannot be cancelled or transferred within the specified contract
term, and refunds will not be granted upon customer’s termination of use of a particular

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component. Contract renewal for a particular component can be refused at the sole
discretion of BEVLIN.

4 Support Request Procedures

4.1 Designated Customer Contact(s)

A support incident may only be initiated by the designated customer contact(s), defined in
a separate attachment upon contract execution.

4.2 BEVLIN Support Contacts

4.2.1 Telephone Support
• Dial the BEVLIN support line at XXX-XXX-XXXX Option 4

4.2.2 Email Support

• Email a detailed question to support@XXXXX.net during business hours.

4.3 BEVLIN Response Guidelines

4.3.1 Initial response:
• Call center operator opens a new ticket in BEVLIN Call Tracking System
• Operator enters customer information
• Operator performs basic troubleshooting per BEVLIN Initial Response check list
• Determine priority level per Problem Priority Definitions
• Check customer component inventory list for level of coverage
• Set response time
• Contact appropriate technical resource

4.3.2 Technical Resource response:

• On call engineer calls customer back within 1 hour
• On call engineer performs advanced troubleshooting over the phone with the
customer
• On call engineer determines next course of action
• On call engineer notifies BEVLIN call center of planned action
• On call engineer either resolves problem or escalates the resolution

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5 Priority Levels
Priority 1:
An existing system is down or there is a critical impact to the end user’s business
operation. BEVLIN and end user will commit full-time resources to resolve the situation.

Priority 2:
Operation of an existing system is severely degraded, or significant aspects of the end
business operation are being negatively impacted by unacceptable system performance.
BEVLIN and end user will commit full-time resources during standard business hours to
resolve the situation.

Priority 3:
Operational performance of the system is impaired while most business operations
remain functional. BEVLIN and end user are willing to commit resources during standard
business hours to restore service to satisfactory levels.

Priority 4:
Information or assistance is required on manufacturer product capabilities, installation, or
configuration. There is clearly little or no impact to the end user’s business operation.
BEVLIN and end user are willing to provide resources during standard business hours to
provide information or assistance as requested.

6 Service Level Agreement

6.1 Service Level
The level of support purchased for the solution defines emergency support response times.
The two support levels are defined below:

6.1.1 8x5xNBD Support

• Guaranteed one-hour callback by BEVLIN support specialist from 8:00 AM to 5:00
PM, Monday through Friday excluding BEVLIN observed holidays.
• 4-hour response for on-site remedial support requests provided BEVLIN has
determined the need for on-site service before 3:00 PM the prior day. For calls
placed after 3:00 PM, next business day support will be provided.
• Unlimited incidents.
• Parts and materials for remedial hardware support per associated manufacturer
contract or within above response time as defined in Section 7.
• Priority 1 (System Down) Support for 8x5 Contracts
In the event that BEVLIN is asked to respond to an off-hours system down
emergency for an 8x5xNBD contract, the customer will be invoiced for time spent at
BEVLIN standard Time and Material Rates.
• Non-Covered Services and Components will be billed at the standard BEVLIN Time
and Materials rates as noted in the quote.

6.1.2 24x7x4 Support

• Guaranteed one-hour call-back by BEVLIN support specialist

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• Four hour on-site remedial support twenty-four (24) hours per day, seven (7) days
per week, including BEVLIN observed holidays, from the time that BEVLIN
determines the need for on-site service.
• Unlimited incidents.
• Parts and materials for remedial hardware support per associated manufacturer
contract or within above response time as defined in Section 7.
• Non-Covered Services and Components will be billed at the standard BEVLIN Time
and Materials rates as noted in the quote.

6.2 Hardware Support

BEVLIN will facilitate the troubleshooting and replacement of all components covered by
the Customer’s associated Cisco SmartNet support contract listed in Section 7, if deemed
necessary by working with the necessary manufacturer’s Technical Assistance Center.

6.3 Software Support

Software (such as Call Manager, Call Manager Express and Unity software) support is
dictated by the BEVLIN service level (as detailed above).

Software is supported only as installed per the original installation. Contract does not
include changes to ACD, call routing, queues, or any other feature that was not
configured during the initial installation. Contract does not cover basic administration
tasks such as user/phone adds, moves and changes, voice mail configuration, user call
plan configuration, etc.

The ability to recover the system at its most recent configuration is dependant upon the
existence of a suitable backup. Customer is responsible for maintaining system backups.

In the event of a hardware failure, system remedy time is limited to the response level of
the associated Cisco SmartNet Contract.

6.4 Pro-Active System Maintenance

System maintenance such as patches, hot fixes, etc. may be provided depending upon
the level of maintenance purchased, as defined in the associated quotation and
accompanying literature.

6.5 Non-Emergency Support

6.5.1 Telephone Support
During business hours, non-emergency support can be obtained, by the designated
customer contact(s), by calling the BEVLIN support line. The customer contact should
state that the message is of a non-emergency nature.

BEVLIN support help desk will attempt to provide an immediate answer. In the event that
an immediate answer is not available, an BEVLIN engineer will research the issue and

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call back once an answer is found. The answer may be of a general nature, and require
expertise on the part of the customer to implement. This support does not cover basic
administration tasks such as user/phone adds, moves and changes, voice mail
configuration, user call plan configuration, etc.. This support does not include questions
or issues relating to changes or additions to the system, which will be handled as an Add
\ Move \ Change at BEVLIN standard Time and Material Rates.

6.5.2 Email Support

During business hours, non-emergency support can be obtained, by the designated
customer contact(s), by sending an email message to the BEVLIN support email address.
The customer contact should state that the message is of a non-emergency nature.

BEVLIN support help desk will attempt to provide an immediate answer. In the event that
an immediate answer is not available, an BEVLIN engineer will research the issue and
call back once an answer is found. The answer may be of a general nature, and require
expertise on the part of the customer to implement. This support does not cover basic
administration tasks such as user/phone adds, moves and changes, voice mail
configuration, user call plan configuration, etc. This support does not include questions
or issues relating to changes or additions to the system, which will be billable as an Add \
Move \ Change at BEVLIN standard Time and Material Rates.

6.6 Non-Covered Services & Components

BEVLIN will make a best effort to determine which component has developed a problem
during the initial call-back. If after BEVLIN troubleshooting, a non-covered component has
been determined to be the source of the problem, BEVLIN will work with the site contact to
determine the best course of action.

6.6.1 System Administration

Basic administration tasks such as user/phone adds, moves and changes, voice mail
configuration, user call plan configuration, etc., should be performed by the designated
customer system administrator per the documentation provided with the system.
Assistance with these tasks can be provided at BEVLIN standard Time and Material
Rates.

6.6.2 Third Party Integration

Integration to third-party products, such as a desktops, laptops, servers, wireless devices,
or other telephone system equipment, may require the presence of the vendor’s support
personnel in the event of a system problem. BEVLIN will work in concert with the third-
party support person as an Add \ Move \ Change at BEVLIN standard Time and Material
Rates.

6.6.3 Provider Circuits

In the event of a loss of incoming or outgoing calling capability, or site-to-site capability in
a multiple location installation, BEVLIN will attempt to determine the source of the
problem. If the problem is due to the provider’s premise equipment or circuits, BEVLIN
will instruct the customer to initiate a trouble ticket with the provider and will monitor the
situation until the problem is resolved.

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6.6.4 Manufacturer Warranties and Availability of Hardware

BEVLIN may or may not stock replacement parts for all components included in the
customer’s system, unless specifically covered. In the event that BEVLIN has an
available component for a non-covered item, BEVLIN will replace the failed component
as part of the service described in Section 6, then obtain a warranty replacement and
subsequently install it into the customer’s system. In the event that BEVLIN does not
have an available component, BEVLIN will work with the manufacturer to obtain a
component under the manufacturers normal parts replacement procedures and response
times.

7 Covered Components
Qty Description

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8 Contract Acceptance
Should you have any questions regarding this contract, please contact XXX at XXX-XXX-XXXX

Accepted by:

Customer BEVLIN

Name: Name:

Title: Title:

Signature: Signature:

Date: Date:

BEVLIN Internal Use:

Contact Name
Phone
Email Address
Fax
Address

Contract #

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