APPENDIX A

PROACTIVE MAINTENANCE

Proactive maintenance is provided as defined below.

Backup Standards

You must agree to upgrade your backup systems to either DATTO disaster recovery devices or a Sabre IT approved cloud backup solution.

Current accepted all-cloud backups are documented at www.sabrelimited.com/technology-platform.

Reporting

Reporting for proactive maintenance will contain information such as:

• Technical or cyber security issues requiring investment.
• Quotations for the above.
• Upcoming Warranty Expirations.
• Dark Web scan data.
• Phishing or Awareness training feedback.

We may modify the metrics We use in this report from time to time as We continually improve how we report to Our clients.

Included Services

1. Only applies to when using the Backup Platforms in our Recommended Technology Platform. Some backups require separate subscription services.
2. As you can appreciate, it’s hard to build a profitable and sustainable business offering “Unlimited Support” at a reasonable price for items that we didn’t recommend, sell and install.
   As such, if the Hardware we are troubleshooting was not purchased from us and/or the device is not currently covered by the Manufacturer’s warranty, a care pack or a maintenance agreement, then it is in Our sole discretion as to whether We will cover this work under the Scope of this Agreement or set it as Billable Out of Scope work.
3. Users may need to participate and help with these activities.

Moves/Adds/Changes

APPENDIX B outlines Moves/Adds/Changes as defined under Helpdesk Packages.

APPENDIX B

HELPDESK

Helpdesk is the assistance and backend support for end users. It supports the day to day tasks of users in regular activities.

It is billed separately per knowledge worker employee (usually someone with the “non-light” Office 365 licenses such as Microsoft 365 Business Standard, Premium, E3, E5 etc.

Technology Business Reviews

As part of this Agreement – We will periodically provide to You to a Technology Business Review Session. Think of this session as meeting with your Virtual IT Manager.

In this session, we run through items such as, but limited to, the following:

• Last Period’s Metrics
• Your Plans for the next Period
• Refresh Cycle Update / Minimum Standards
• Technology Budget Update
• Technology Update
• Anything else you need to raise / discuss related to your IT.

You agree to allocate 2 hours to each of these sessions to ensure that We can provide our Service to You at the world class levels that We strive for.

You agree to give us at least 5 Business Days’ notice if you need to re-schedule or amend an upcoming Quarterly Business Review. If You don’t give us at least 5 Business Days’ notice or need to reschedule more than once, that Business Review will still be counted as used.

You cannot reschedule your TBR more than 1 time.

Reporting

Periodically, we will email Your Primary IT Contact a list of any Service Requests that we currently have in Our system that are currently waiting on input from You. This is to help figure out what Service Requests may be on hold whilst We are waiting on more information from someone on Your team.

Each month, we will provide an Executive Summary report to Your Primary IT Contact with metrics from the previous months use of our services.

This report will contain metrics such as:

• Number of Service Requests Opened and Closed for the Month.
• The Top 5 Users for Service Request Volume at Your Business
• Service Request Types (by Category)
• Upcoming Warranty Expirations

We may modify the metrics We use in this report from time to time as We continually improve how we report to Our clients.

Included Services

1. Only applies to when using the Backup Platforms in our Recommended Technology Platform. Some backups require separate subscription services.
2. This assumes that you already have the back-end systems and company-wide configurations all setup and configured for this product. If you don’t, then We will discuss with You the scope of any potential Project and send You a separate Proposal for your review.
3. If the Hardware we are troubleshooting was not purchased from us and/or the device is not currently covered by the Manufacturer’s warranty, a care pack or a maintenance agreement, then it is in Our sole discretion as to whether We will cover this work under the Scope of this Agreement or set it as Billable Out of Scope work.
4. Users may need to participate and help with these activities.
5. Under your plan project work or moves/changes under 1 hour are included so long as they are individual activities.

Moves/Adds/Changes

Moves, Adds and Changes (MAC) refer to requests for activities such as installing software, moving a computer or reassigning a computer to another individual etc. Configuring a new router, access point, printer, laptop, desktop, mobile device etc. would constitute at single MAC. Installing a new software product such as Quickbooks or Sage, CAD software, design software or copies of Office constitute a MAC.

Moves and Changes are part of Helpdesk support agreements. You may not stack multiple MC requests of the same time (eg: move 3 laptops) as separate one hour MAC activities to bypass the time limit allotted under your package.

Project Work

Project Work is excluded from helpdesk.

Any Move or Change that exceeds 1 hour will be considered project work.

Project Work will be quoted, and approval obtained before it is conducted.

APPENDIX C

GUARANTEED RESPONSE TIMES & PRIORITY LEVELS

The following table shows the Guaranteed Response times for each priority level and provides priority level examples. The Response times apply when that type of service has been selected (Helpdesk or Proactive Maintenance). Customers who have one but not both service might not receive the response time for the service not selected.

PRIORITY	EXAMPLES	GUARANTEED RESPONSE TIMES
Critical	Your Main Server is offline and all users are unable to work.	1 Hour
	One of your Network Switches has failed and stopped half the company from working.
	A VPN or physical link between 2 x offices is offline causing one office to be unable to work.
High	Your Internet Connection is offline, users can still work locally	2 Hours
	Your CEO’s computer has stopped working
	Your main Accounting Software has stopped working
Medium	A user’s desktop won’t turn on so they can’t work	4 Hours
	One of the main printers is not working, but users can print to another one
	A user is having problems connecting to the Wireless network
Low	Printing is slower than normal	8 Hours
	A single user is unable to scan
	A user needs a program installed on their PC
No Priority	Pro-Active maintenance of systems	N/A

NOTE: These are remote access response times. If a physical visit to your office is required we will make best effort to achieve these response times for Critical issues only.

APPENDIX D

RESPONSE TIME GUARANTEE EXCLUSION LIST

The Response Time Guarantee does not apply to:

• Additions, moves or changes to users, devices, configurations, or network
• Issues lodged in any other manner than specified in this Agreement and our General Terms and Conditions
• Issues logged outside Our Business Hours (8:30 am to 6:00pm EST)
• Items caused by Hardware or Software not meeting our Minimum Standards as found at www.sabrelimited.com/technology-platform.
• Service Requests related to Software not on our Approved Software List (see www.sabrelimited.com/technology-platform.)
• Service Requests for issues that have been caused by You not acting on advice or recommendations given by Us
• Service Requests for Issues caused by You or third parties modifying any Hardware or Software Configuration
• Service Requests for issues related to user-initiated Virus and Malware Infections
• Service Requests for Issues involving the sourcing of hardware/software
• Service Requests for Hardware and Software issues of items that are not under current warranty or maintenance coverage
• Service Requests for Hardware or Software acquired without information Sabre in advance

APPENDIX E

RATE SHEET

VIP Rates CAD

VIP Rates USD

1. This refers to meetings and activities involving outside vendors. Standard Vendors are your Internet Service Provider, Telephone Provider, Printer/Copier Service Firm, Web-Domain Provider and CAD/CAM provider.Non-Standard Vendors include all others such as Your ERP provider (waived if Sabre), Your Security System provider, Your Auditors/Accounting Firm.
2. Onsite activities are performed by 3rd party staff in your area (unless a Sabre staff member lives within short driving range). Onsite will be quoted per visit and will vary depending on what staff is available in your area. Our goal is to find a single source for each customer and establish a standard price.