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a.Cost of consumables, replacement parts, hardware, software, network upgrades, and associated services are outside
<br />the scope of this Addendum. Dynamic Quest will provide consultative specification, sourcing guidance, and/or Time
<br />and Material/Project offerings.
<br />b.Except as otherwise stated in this Addendum, all server, network device, and software version upgrades are outside
<br />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 />iii.Network Devices must present a unique network address for monitoring and a browser or vendor-supplied
<br />management system for management and support. Network Devices that do not provide a unique network
<br />address are outside the scope of this Addendum.
<br />iv.Support for any hardware or systems that fail to meet these provisions is strictly at Dynamic Quest’s
<br />discretion and may be withdrawn at any time. 3rd party vendor support charges required to resolve any
<br />issues will be passed on to Customer after first receiving Customer’s authorization to incur them.
<br />e.Malware mitigation within the scope of this Addendum is predicated on Customer satisfying recommended backup
<br />schemes and using Dynamic Quest-provided or approved antimalware technology.
<br />f.Customer understands that no monitoring service, software product, or training program can fully protect them from
<br />digital theft. DYNAMIC QUEST HAS NO OTHER EXPRESS OR IMPLIED GUARANTEES, WARRANTIES, OR CONDITIONS
<br />beyond those provided by the Agreement.
<br />g.DYNAMIC QUEST DOES NOT GUARANTEE THAT THE SERVICE WILL GUARANTEE SECURITY DUE TO THE CONTINUAL
<br />DEVELOPMENT OF NEW TECHNIQUES FOR INTRUDING UPON AND ATTACKING FILES, NETWORKS, AND ENDPOINTS.
<br />DYNAMIC QUEST DOES NOT WARRANT THAT THE SERVICE WILL PROTECT CUSTOMER’S FILES, NETWORK, OR
<br />ENDPOINTS FROM ALL MALWARE, VIRUSES, OR THIRD PARTY MALICIOUS ATTACKS.
<br />5.Customer Responsibilities.
<br />a.Customer grants permission for Dynamic Quest to have secure remote access into Customer’s network for
<br />management, reporting, alerting, and support functionality.
<br />b.In order to provide quick and proactive management service, customer grants permission for Dynamic Quest to
<br />become the CSP (Customer Service Provider) for Microsoft Office 365 licenses, Microsoft 365 licenses, and any
<br />instances of Azure Hosting. Dynamic Quest will provide for the management and troubleshooting of any issues as well
<br />as Tier one helpdesk. Being the Microsoft assigned CSP for these services allows Dynamic Quest to provide the
<br />quickest and most proactive levels of support for our clients.
<br />c.Customer will promptly notify Dynamic Quest of any events/incidents that could impact the services defined within
<br />this Addendum and/or any supplemental service needs, and for Dynamic Quest to respond in a timely manner via
<br />phone, email, and/or remote access.
<br />d.Customer agrees that it will inform Dynamic Quest of any modification, installation, or service performed on the
<br />Network by individuals not employed by Dynamic Quest in order to assist Dynamic Quest in providing an efficient and
<br />effective Network support response
<br />e.Customer is responsible for 3rd party fees for products, software, services, and subscriptions not expressly provided by
<br />Dynamic Quest.
<br />f.Dynamic Quest highly recommends the use of a fully implemented Microsoft local or Azure Active Directory structure,
<br />which facilitates and streamlines management, oversight, security, and project implementations. If a reactive support
<br />solution requires substantial time to implement due to the absence of a fully implemented Microsoft local or Azure
<br />Active Directory structure, Dynamic Quest, at its sole discretion, may bill the extra time as hourly out of scope.
<br />g.For Tier 3 Server and Technical Support, Customer must have a vendor supported network based backup solution that
<br />produces full bare-metal recovery backups. In the absence of a vendor supported network based backup solution that
<br />produces full bare-metal recovery backups, Dynamic Quest, at its sole discretion, may bill the recovery time for failed
<br />servers as hourly out of scope.
<br />h.Customer Network Devices (including switches, wireless, firewalls and other similar items) must be considered
<br />business class equipment and not residential-use equipment. Dynamic Quest is focused on delivering Stability and
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<br />DocuSign Envelope ID: 794DFC24-0B3E-4B79-89C7-5EB660107E4B
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