Common use of Full Management Clause in Contracts

Full Management. Full Management provides all-in, no-worries management of Cloud Infrastructure services provided by LightEdge. Service is only available as an overlay to LightEdge infrastructure and will not be available on top of customer-provided infrastructure. The following features are provided as part of this level of service: - 24x7x365 operations center: “Always there” support desk - ITIL/ISO-based management: ITIL/ISO-based focus on continual Service improvement to maximize application of “lessons learned” - Incident/Problem Management(break/fix): Reactive break/fix support from “subject matter expert” engineers - Change Control Management: Proactive change control process to minimize risk and impact to Service changes LightEdge will manage following aspects of backup: - Designing and implementing a backup plan that aligns with customer business needs - Regular test restore of customer data to ensure backups are viable This service requires customer to additionally purchase backup services from LightEdge. LightEdge will not only assist in the provisioning of the services purchased but additionally LightEdge will coordinate, manage and deploy all hardware and software running on service. This includes: - Hardware installation: Installation of all hardware related to service delivery - Hypervisor deployment: Installation and deployment of the hypervisor on Managed Bare Metal and Managed Private Cloud offerings - VM deployment: Deploying individual VMs (CPU/storage/network) - Capacity management: Ensuring that all components related to service delivery have adequate capacity to deliver requested resources - License management: Managing license agreements, reporting and ordering with appropriate vendors. LightEdge will not be responsible for purchase price of licensure. LightEdge will provide the following monitoring services per VM or server being managed: - VM/Hypervisor Monitoring - OS/Server Monitoring - Application Monitoring LightEdge will monitor the capacity of all systems in accordance with Customer’s internal IT needs. This ensures the Customer has IT resources available when the business needs them. LightEdge will also provide SLA monitoring with a focus on Customer consumption of IT resources. These levels of monitoring differ from those typically provided by a service provider in that they are focused on the viewpoint of the consuming Customer and not measured from the perspective of the provider. Adding a customer perspective to these types of monitoring ensures the IT systems are in alignment with the business needs and helps meet a large portion of ITIL/ISO requirements. LightEdge will manage all aspects of software and hardware lifecycle for the Customer. This includes: - Hardware lifecycle: Advising and assisting in replacement of end-of-life hardware platforms - Software lifecycle: Advising and assisting in replacement and migrations related to end-of-life software platforms such as operating systems and major business applications. Additionally LightEdge will manage (and provide) hardware spares in the event of a major hardware failure. LightEdge will check current patch state on Customer servers with known good state on a daily basis. This service leverages databases such as the vendor’s bugfix lists and national security advisory databases to ensure Customer servers remain up-to- date.

Full Management. Full Management provides all-in, no-worries management of Cloud Infrastructure services provided by LightEdgeDevice(s). Service is only available as an overlay to LightEdge infrastructure Device(s) and will not be available on top of customer-provided infrastructureDevice(s). The following features are provided as part of this level of service: - 24x7x365 operations center: “Always there” support desk - ITIL/ISO-based management: ITIL/ISO-based focus on continual Service improvement to maximize application of “lessons learned” - Incident/Problem Management(breakManagement (break/fix): Reactive break/fix support from “subject matter expert” engineers - Change Control Management: Proactive change control process to minimize risk and impact to Service changes LightEdge will manage following aspects of backup: - Designing and implementing a backup plan that aligns with customer business needs - Regular test restore of customer data to ensure backups are viable This service requires customer to additionally purchase backup services from LightEdge. LightEdge will not only assist in the provisioning of the services purchased but additionally LightEdge will coordinate, manage and deploy all hardware and software running on service. This includes: - Hardware installation: Installation of all hardware related to service delivery - Hypervisor deployment: Installation and deployment of the hypervisor on Managed Bare Metal and Managed Private Cloud offerings - VM deployment: Deploying individual VMs (CPU/storage/network) - Capacity management: Ensuring that all components related to service delivery have adequate capacity to deliver requested resources - License management: Managing license agreements, reporting and ordering with appropriate vendors. LightEdge will not be responsible for purchase price of licensure. LightEdge will provide the following monitoring services per VM or server being managed: - VM/Hypervisor Monitoring - OS/Server Monitoring - Application Monitoring LightEdge will monitor the capacity of all systems in accordance with Customer’s internal IT needs. This ensures the Customer has IT resources available when the business needs them. LightEdge will also provide SLA monitoring with a focus on Customer consumption of IT resources. These levels of monitoring differ from those typically provided by a service provider in that they are focused on the viewpoint of the consuming Customer and not measured from the perspective of the provider. Adding a customer perspective to these types of monitoring ensures the IT systems are in alignment with the business needs and helps meet a large portion of ITIL/ISO requirements. LightEdge will manage all aspects of software and hardware lifecycle for the Customer. This includes: - Hardware lifecycle: Advising and assisting in replacement of end-of-life hardware platforms - Software lifecycle: Advising and assisting in replacement and migrations related to end-of-life software platforms such as operating systems and major business applications. Additionally LightEdge will manage (and provide) hardware spares in the event of a major hardware failure. LightEdge will check current patch state on Customer servers with known good state on a daily basis. This service leverages databases such as the vendor’s bugfix lists and national security advisory databases to ensure Customer servers remain up-to- date.