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DocuSign Envelope ID: F69D8FD2-8262-47FC-BCCC-E5E48D84B33At-x}+achment A <br /> Pre-Paid Block Agreement Orange County, North <br /> Omeridian IT Carolina <br /> Orange County,NC_MIT AGREEMENT Pre-Paid Project#: SRV136017 <br /> Block SRV136017 20200228v1.doc <br /> This document is an Agreement for work to be performed by Meridian IT Inc., ("Meridian")for Orange <br /> County, North Carolina ("Client"). Services being provided as part of this service agreement are <br /> governed by the terms and conditions of the effective MAEAS/MSA or similar Agreement between <br /> Meridian IT Inc. and Client(the "Agreement") requesting the Services. In the absence of an Agreement, <br /> the Services provided will be governed by the terms and conditions specified in this service agreement. <br /> Project Name: Pre-Paid Block <br /> Project Number: SRV136017 <br /> Date: February 28, 2020 <br /> Account Manager: Eric Billing <br /> Lead Architect: Multiple Resources <br /> Client Project Contact: Sally Kadle <br /> Meridian Services Group: Multiple Practice <br /> Scope of Services <br /> This is an Agreement for a block of pre-paid dollars that may be used for ad-hoc services. Service <br /> requests can be for hourly break-fix/design/validation tasks or troubleshooting requests. Project type <br /> requests will require a Statement of Work (SOW)specific to that effort and will be scoped out as such. <br /> Scheduling and Dates of Service <br /> Scheduling requests should be made to Meridian's Customer Service Team: <br /> CustomerServicet�meridianitinc.com or 800-343-5554. <br /> Requests will be serviced as quickly as possible, however there is no Service Level Agreement inherent <br /> in this Agreement. Meridian will respond to all requests within one (1) business day with the date a <br /> resource has been scheduled to address the request. Scheduling will be best-effort, with no service level <br /> guarantees, however business impacting emergency requests will be given a higher priority. Dates of <br /> service will be based upon mutual availability between Client and the assigned resource(s). <br /> Requests for an "on-call" engineer will be agreed upon in a Change Order, identifying the on-call <br /> timeframe and fees associated with the request. When a dedicated engineer is on-call, Client will be <br /> charged an on-call fee per hour for the duration of the on-call timeframe identified, or until the engineer is <br /> engaged to provide support. If an engineer is engaged and provides support during the on-call window, <br /> Client will be charged at the regular engineering rate for the work performed. <br /> For any request expected to require more than sixteen (16) hours of effort, Meridian will present a written <br /> time estimate in the form of a separate project SOW. <br /> Troubleshooting <br /> Because troubleshooting can require a significant amount of time, when engaged to assist in <br /> troubleshooting, Meridian will provide status updates to Client every four (4) hours and request approval <br /> to continue troubleshooting. Status updates will review what has been done, any progress that has been <br /> made, and next steps. Services for troubleshooting are billable and will be invoiced as such. <br /> If an unexpected technical issue occurs and standard sources for technical troubleshooting assistance is <br /> exhausted, it may become necessary for Client to open an incident with technical support services <br /> provided by a specific hardware or software manufacturer. These situations can occur on any project. The <br /> Client will be notified if a situation occurs where opening such an incident should be considered. At that <br /> time, the Client will need to decide if it is appropriate to continue troubleshooting and the Client will be <br /> responsible for the cost associated with resolving the incident. Incidents are kept open, and typically <br /> referenced to by specific "case numbers" until the problem is resolved. Meridian will stay engaged with <br /> third party technical support as billable time, if Client requires such assistance. <br /> Work Location <br /> • All Client sites are covered under this Agreement. <br /> Nine Parkway North,Suite 500 www.meridianitinc.com AGREEMENT-PPB Rev 7.2019 v4 <br /> Deerfield, IL 60015-2544 (847)964-2664 Page 1 of 5 <br />