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Contract-Recurring <br />Service Desk <br />Managed Service Desk <br />Addendum to Master Service Agreement <br />  <br />1.This Addendum is made pursuant to the Master Services Agreement (the “Agreement”) between Orange County North Carolina  <br />and its affiliates (collectively, “Customer”) and Dynamic Quest, LLC (“Dynamic Quest”). <br />2.This Addendum incorporates all terms and provisions of the Agreement. <br />  <br />3.Term of Service.  This Addendum will remain in effect until terminated by one of the parties in accordance with the Agreement.  <br />a.Initial Term:  Customer commits to a term of not less than four (4) months from April 1, 2022 to July 31, 2022 <br />b.Renewal Term(s):  The Initial Term will automatically extend for successive periods of twelve (12) months, unless either  <br />party provides ninety (90) days written notice to the other party prior to the end of the current term. There will be a  <br />one-time Termination Charge of $300 to remove any agents from the managed resources and recover Dynamic Quest- <br />provided equipment from Customer. <br />c.Renewal Price Increase(s):  Increases in the monthly fees paid for the services rendered under this Addendum for the  <br />renewal term will not exceed 5% of the value of the existing monthly fees due under this Addendum for the expiring  <br />term <br />   <br />  4. 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 <br />would like the well defined tickets worked and the rest escalated to Orange County IT personnel. <br /> 5. Description of Managed Service Desk Services. Fully configurable IT service plan designed to complement  <br />and augment existing internal IT services.  <br />a. Tier 1 Service Desk support for basic customer issues such as usage problems and fulfilling service <br />request 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 /> <br />b. Non Tier 1 Ticket Routing <br /> i. Incident and request reporting, logging, categorization and prioritization <br />4. Service Limitations.  In addition to other limitations and conditions set forth in this Addendum, the following service and support  <br />limitations are expressed: <br />Page: 2 of 5 <br />DocuSign Envelope ID: 794DFC24-0B3E-4B79-89C7-5EB660107E4B