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DocuSign Envelope ID:BFF5690E-4716-4836-B8D9-3E84C4C21608 <br /> 833.437.8378 <br /> Dynamic Quest Alf- DYNAMIC: <br /> Product Brief <br /> Service Desk <br /> Managed Service Desk <br /> Addendum to Master Service Agreement <br /> 1. This Addendum is made pursuant to the Master Services Agreement (the "Agreement")between <br /> and its affiliates(collectively,"Customer"), and Dynamic Quest, LLC ("DYNAMIC QUEST"). This Addendum incorporates <br /> all terms and provisions of the Agreement. <br /> 2. Customer signed the Master Service Agreement on <br /> 3. Start Date. will begin providing the Services as described below no later than from the date this <br /> Addendum is signed. <br /> 4. Term of Service. This Addendum will remain in effect until terminated by one of the parties in accordance with <br /> the Agreement. <br /> a. Initial Term: Customer commits to a term of not less than twelve (12) months. <br /> b. Renewal Term(s): The Initial Term will automatically extend for successive periods of twelve (12) months, <br /> unless either party provides ninety(90) days written notice to the other party prior to the end of the current <br /> term.There will be a one-time Termination Charge of$300 to remove the agents from the managed <br /> resources and recover DYNAMIC QUEST-provided equipment from Customer. <br /> c. Renewal Price Increase(s): Increases in the monthly fees paid for the services rendered under this <br /> Addendum for the renewal term will not exceed 3% of the value of the existing monthly fees due under this <br /> Addendum for the expiring term. <br /> 5. Service Overview <br /> Orange County is in need of augmented Service Desk support services with 24x7 coverage and ticket routing <br /> capabilities for all emailed tickets. They are currently averaging 500 email service tickets per month across 1100 <br /> users.Of these 500 tickets, they estimate 25% to be well defined Tier 1, 25% Tier1/2 and 50% to be Tier 2. They would <br /> like the well difined tickets worked and the rest escalated to Orange County IT personnel. <br /> 6. Description of Managed Service Desk Services. Fully configurable IT service plan designed to complement and <br /> augment existing internal IT services. <br /> a. Tier 1 Service Desk support for basic customer issues such as usage problems and fulfilling service request <br /> requiring IT assistance <br /> i. Incident and request reporting, logging, categorization and prioritization <br /> ii. Handling pre-approved, predefined and documented request that can be resolved using step-by- <br /> step guides. <br /> iii. Ticket escalation to appropriate support tier <br /> iv. Workstation Asset and installed software information <br /> v. DYNAMIC QUEST-provided Kaseya software to implement the monitoring and management <br /> DYNAMIC <br /> NIVQUEST Page: 2 of 13 <br />