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DocuSign Envelope ID:BFF5690E-4716-4836-B8D9-3E84C4C21608 <br /> 833.437.8378 <br /> Dynamic Quest r-)YNAMIC <br /> ■ <br /> functionality <br /> b. Non Tier 1 Ticket Routing <br /> i. Incident and request reporting, logging, categorization and prioritization <br /> ii. Ticket escalation to appropriate support tier <br /> 7. Service Limitations. In addition to other limitations and conditions set forth in this Addendum, the following service and <br /> support limitations are expressed: <br /> a. Cost of consumables, replacement parts, hardware, software, network upgrades, and associated services <br /> are outside the scope of this Addendum. DYNAMIC QUEST will provide consultative specification, sourcing <br /> guidance, and/or Time and Material/Project offerings. <br /> b. Except as otherwise stated in this Addendum, all Server, Network Device, and Software upgrades are <br /> outside the scope of this Addendum. <br /> c. Manufacturer warranty parts and labor/services are outside the scope of this Addendum. <br /> d. Hardware and system support are predicated on the following conditions: <br /> i. Hardware is covered under a currently active vendor support contract or warranty <br /> ii. Software is genuine, currently licensed, and vendor-supported <br /> 8. Support for any hardware or systems that fail to meet these provisions is strictly at DYNAMIC QUEST's discretion and <br /> may be withdrawn at any time. Should 3rd party vendor support charges be required in order to resolve any issues, <br /> these will be passed on to the Customer after first receiving the Customer's authorization to incur them. <br /> a. Malware mitigation within the scope of this Addendum is predicated on Customer satisfying recommended <br /> backup schemes and using DYNAMIC QUEST-provided or approved anti-malware technology. <br /> 9. Customer Responsibilities. <br /> a. Customer grants permission for DYNAMIC QUEST to have secure remote access into Customer's network <br /> for management, reporting, alerting, and support functionality. <br /> b. Customer will promptly notify DYNAMIC QUEST of any events/incidents that could impact the services <br /> defined within this Addendum and/or any supplemental service needs, and for DYNAMIC QUEST to respond <br /> in a timely manner via phone, email, and/or remote access. <br /> c. Customer agrees that it will inform DYNAMIC QUEST of any modification, installation, or service performed <br /> on the Network by individuals not employed by DYNAMIC QUEST in order to assist DYNAMIC QUEST in <br /> providing an efficient and effective Network support response. <br /> d. Customer is responsible for 3rd party fees for products, software, services, and subscriptions not expressly <br /> provided by DYNAMIC QUEST. <br /> DYNAMIC <br /> QUEST Page: 3 of 13 <br />