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<br />` <br /> <br />Contents <br />EXECUTIVE SUMMARY ......................................................................................................................................... 3 <br />PATCH MANAGEMENT ......................................................................................................................................... 4 <br />SERVICE ELEMENTS .............................................................................................................................................. 5 <br />Support Engineering ............................................................................................................................................... 5 <br />Customer Experience Manager Assigned to Account ............................................................................................. 5 <br />SERVICE LEVEL AGREEMENTS ............................................................................................................................... 6 <br />SERVICE TERMS ................................................................................................................................................... 7 <br />PATCH MANAGEMENT TERMS ............................................................................................................................. 7 <br />PATCH MANAGEMENT PRICING ........................................................................................................................... 8 <br />APPROVALS ......................................................................................................................................................... 8 <br /> <br /> <br /> <br /> <br /> <br /> <br />Statement of Confidentiality <br />The contents of this document have been developed by NWN Corporation (NWN). NWN considers <br />the contents of this document to be proprietary and business confidential information. This <br />information is to be used only in the performance of its intended use. This document may not be <br />released to another vendor, business partner or contractor without prior written consent from <br />NWN. Additionally, no portion of this document may be communicated, reproduced, copied or <br />distributed without the prior consent of both the Customer and NWN. <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br />Page 2 of 8 <br />DocuSign Envelope ID: ACD02903-3AE2-4B78-B711-1B71B6ED4520