2019-182-E IT - SecureWorks Emergency Incident Response Services

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DocuSign Envelope ID:OADE138B-093C-4937-85B5-78AC72BBFDD6 SOW-09122018 2 Service Delivery 2.1 Delivery Coordination Secureworks will provide coordination for the services in scope with appropriate communication and updates to the stakeholder community. The coordinator will oversee logistics for people, processes and tools as well as timeline and meeting facilitation. The scope of delivery coordination includes: • Develop delivery timeline with Customer and with Secureworks resources • Work with Customer to identify and address issues or concerns that impact service delivery • Periodic, high-level updates on progress • Confirm delivery and procure project sign-off 2.2 Scheduling Upon scoping and identifying the nature of the cyber incident, Secureworks personnel will be scheduled that are consistent with Customer response goals, specified sense of urgency, and applicable laws or ordinances 2.3 Delivery For locations deemed by Secureworks as unsafe, Secureworks solely reserves the right to limit travel to those locations or to require a security escort at additional customer expense. Customer will be notified at the time services are requested if additional security is required, and Customer will be required to authorize the additional expense before travel is arranged. 3 Customer Obligations Customer acknowledges that Secureworks' ability to perform the Services is contingent upon the following: • Customer resources are scheduled and available. • If Customer does not own network resources, including IP addresses, hosts, facilities or web applications, it will have obtained consent and authorization from the applicable third party, in form and substance satisfactory to Secureworks, to permit Secureworks to provide the Service. • For onsite Services, Customer will provide suitable workspace for Secureworks resources, and necessary access to systems, network, and devices. • Replies to all requests are prompt and in accordance with the delivery dates established in the Scheduling phase. • Customer scheduled downtime and change windows allow adequate time for Secureworks performance of the Services. • Customer will promptly inform Customer personnel and third parties of testing activities to prevent disruption to Secureworks business (e.g., takedown requests, ISP blacklisting). • All required information (key personnel contact information, credentials, etc.)will be provided to Secureworks prior to onsite arrival. Classification://Secureworks/Confidential -Limited External Distribution: //Secureworks/Confidential- Limited External Distribution