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functionality <br />                     <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may be withdrawn at any time.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 />  <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 />Page: 3 of 13 <br />DocuSign Envelope ID: BFF5690F-4716-4836-B8D9-3E84C4C21608DocuSign Envelope ID: 794DFC24-0B3E-4B79-89C7-5EB660107E4B