Scope of Service – Managed Services for Enterprise Networks

a. installed hardware or Software not supported by the Managed Service; or

b. altered supported firmware and Software Versions.

a. review the managed services project plan produced by Light Networks; and

b. update the managed services project plan based on the Client’s input and requirements consistent with the Managed Service purchased.

a. make Client representatives available to attend the Client kick-off meeting and to assist and provide input to the development of the managed services project plan if requested; and

b. provide Light Networks with a signed copy of the managed services project plan.

a. Data Collection Sheet – essential information about the Client, Managed Items (asset name, IP address, serial number, product identification number, physical address, etc.), access methods and any associated technical information;

b. Authorized Contacts Form – for the authorized contacts who can log Incidents via the Service Desk;

c. Notification Matrix – for the collection of details of nominated contacts, the contact notification method (telephone, mobile, SMS, email) and hours of availability for issues arising from the Managed Service; and

d. Third Party Letter of Authorization Form – authorizes Light Networks to interface with Third Party Suppliers on behalf of the Client (if required by the Third Party Supplier or Light Networks).

a. perform a site readiness review to analyze the Client’s Network infrastructure architecture to determine if the Managed Items can be supported by Light Networks;

b. conduct the review in a meeting, or series of meetings, between Light Networks and the Client, or through an email exchange as agreed; and

c. upon completion of the review, notify the Client of any changes that are required to any Managed Items so that they can be supported by the Light Networks.

a. provide Light Networks with Network diagrams, Network performance statistics (e.g. bandwidth utilization), known Network issues and any other relevant information that will assist in conducting the review; and

b. implement the required changes as advised by Light Networks, or request Light Networks implement the changes at an Additional Charge.

a. conduct a requirements gathering exercise with the Client and determine the most suitable site-to-site connection and implementation approach, and document the approach in a Visio format and in the managed services project plan;

b. review the standard precautions taken to ensure the security of the Network and discuss any specific security requirements relating to secure remote connections the Client may have based on its security policy;

c. implement the site-to-site connection as specified in the managed services project plan;

d. if required, implement the Client’s security requirements at an Additional Charge; and

e. provide pre-configured on-premise equipment if required and as specified in the managed services project plan.

a. perform the tasks specified in the managed services project plan to implement the site to site connection; and

b. ensure adequate firewall rules are in place to allow Light Networks access to the Managed Items as outlined in the managed services project plan.

a. have access to the Internet at its site;

b. allocate a public IP address;

c. provide adequate rack space and power; and

d. protect the on-premise equipment from loss or damage and return it to Light Networks at the end of the term in the same condition as delivered by Light Networks (normal wear and tear excluded).

a. establish a backup site-to-site connection between the Client and Light Networks; and

b. work with the Client to test the backup link once installed.

a. confirm that the Network and routing protocols are configured so that when the backup connection is active, Light Networks is able to access the Managed Items; and

b. ensure that the backup connection is automated and optimized to ensure that traffic is automatically routed via the backup link in case of failure of the primary site-to-site connection and that there is minimal packet loss.

a. upload the list of Managed Items provided by the Client in the Data Collection Sheet to Light Networks; and

b. create a configuration baseline for the Managed Items.

a. configure proactive monitoring on all Managed Items;

b. where possible, via the site-to-site connection, configure the Managed Items including enabling and configuring SNMP trap events to be sent to the Light Networks Management Platform;

c. automatically set thresholds, based on a standard set of parameters for each Managed Item;

d. at the end of a four week baseline period deliver to the Client a summary of all thresholds and recommended settings; and

e. discuss and agree the recommended thresholds with the Client.

a. where remote configuration is not available, Client must configure the managed item based on instructions provided by Light Networks, including enabling and configuring SNMP trap events to be sent to the Light Networks Management Platform; and

b. discuss and agree the recommended thresholds with Light Networks.

a. rectify the Problems identified as causing the Events identified in section 11.1; or

b. engage Light Networks to perform the work required to address these deficiencies or Problems at an Additional Charge, failure to rectify the Problems may lead to Light Networks removing the Managed Item from the monitoring-related Managed Services.

a. where remote configuration is not available, Client must :

• i. configure the Managed Items to enable the Backup of configuration files using the guidelines provided by Light Networks; and
• ii. ensure Managed Items have a command line interface via the operating system; and

b. enable and supply all necessary user names and passwords to Light Networks.

Light Networks will document the testing of the redundancy mechanisms in an Availability Test Plan and submit it to the Client for review and input.

a. site-to-site connectivity has been successfully provisioned and tested;

b. the Notification Matrix has been implemented;

c. the Service Portal has been established;

d. Client has completed the Service Portal training; and

e. all other tasks in the Client Take-on process have been completed.

a. schedule service management review meetings at quarterly intervals unless otherwise agreed;

b. facilitate a service management review meeting with the Client to discuss various aspects of the Managed Service including:

• i. the current Service Management Report and the implementation of any applicable recommendations made therein;
• ii. the status of ongoing initiatives and actions;
• iii. a review of any Availability Plan updates;
• iv. a review of any Capacity Plan updates; and
• v. new service level improvement initiatives;
• vi. hold the service management review meetings at a time and place or via a medium agreed between the Client and Light Networks;
• vii. make representatives available to attend service management review meetings; and
• viii. perform the obligations set out in this section 15.2 during Business Hours and within 30 Days after the end of the quarter.

a. be the primary interface that manages the Client’s relationship with Light Networks;

b. schedule and facilitate service management review meetings;

c. address operational and accounting issues experienced by the Client that are related to the Managed Service.

a. Light Networks will:

• i. on a 24×7 basis monitor all Managed Items, and
• ii. alert of Incidents that arise on Managed Items that are detected by such monitoring.

a. compile a monthly report, in a format agreed between Light Networks and the Client, containing:

• i. an executive summary containing a dashboard overview of the Managed Service and the key recommendations for the reporting period;
• ii. network improvement recommendations (if any);

b. compile a report, in a format agreed between the Light Networks and the Client, that contains all reports provided by the selected Service Elements;

c. provide access to Service Management Reports on the Service Portals; and

d. perform the obligations set out in this section 17.2 during Business Hours.

a. Light Networks will:

• i. Monitor, on a 24×7 basis, network paths in the client environment and report against defined thresholds using the following criteria:
  • A. MOS score
  • B. Jitter
  • C. Latency
  • D. Data loss
  • E. Traffic type

ii. Alert on Incidents that arise on Managed Items that are detected by such monitoring.

iii. Current, real time data and up to 1 year of historical data can be viewed via the Light Networks portal.

a. compile a monthly report, in a format agreed between Light Networks and the Client, containing:

b. an executive summary containing a dashboard overview of the Managed Service and the key recommendations for the reporting period;

c. network improvement recommendations (if any);

d. compile a report, in a format agreed between Light Networks and the Client, that contains all reports provided by the selected Service Elements and Deliverables;

e. perform the obligations set out in this section 18.2 during Business Hours.

a. perform a review of the Client’s infrastructure and measure availability levels being achieved in order to determine the feasibility of the desired availability levels;

b. advise the Client of the outcome; and

c. document the results in the Availability Plan described in section 22.

a. monitor for the availability of Managed Items on a 24×7 basis;

b. detect, record and display availability Events on the Service Portal;

c. Log Events as Incidents to be addressed by the Incident Management process described in sections 35 and 36; and

d. notify the Client according to the Notification Matrix of availability Events resulting in the creation of an Incident Record.

a. provide the Client with the following availability reporting information on a monthly basis in the report:

• i. number of availability Events that occurred categorized as ‘warning’, ‘exception’ and ‘informational’;
• ii. number of availability Incidents logged;
• iii. root causes of unavailability trends; and
• iv. % availability per Managed Item; and

b. perform the obligations set out in this section 20.3 during Business Hours and within ten Business Days after the end of the month.

a. analyze all availability data;

b. provide the Client with recommendations to improve the Managed Item’s achieved availability levels, including:

• i. an overview of the achieved availability over the last reporting period;
• ii. isolation of availability issues;
• iii. determination of possible root causes of availability related Incidents and Problems;
• iv. a review of possible root causes;
• v. recommended actions to be taken (which could include the recommendation to do a more detailed investigation); and
• vi. the estimated cost of the remediation or recommendation by Light Networks; and

c. provide the Client with availability improvement recommendations on a monthly basis, during Business Hours.

a. review the estimated cost;

b. decide on the course of action to take (if any); and

c. notify Light Networks of the course of action decided by Client.

a. on a quarterly basis, review the availability reporting provided by the availability Event monitoring, management and reporting and availability improvement recommendation Service Elements in collaboration with the Client;

b. consider the trends and recommendations evident in the review based on Network availability requirements;

c. document the results in an Availability Plan created after the first quarter, and updated quarterly thereafter; and

d. provide the Client with the Availability Plan report for review and sign-off, during Business Hours.

a. in collaboration with Light Networks, agree on any availability changes required to be implemented on Managed Items and the schedule according to which they will be implemented;

b. ensure that the changes documented in the Availability Plan have been reviewed by the Client’s Change Management process;

c. provide Light Networks with relevant business plans for the purpose of creating, updating and the ongoing development of the Availability Plan; and

d. review and sign-off the Availability Plan.

a. where they are within the scope of the Managed Service;

b. remotely;

c. in accordance with the forward schedule of changes; and

d. as documented in the Availability Plan.

a. additional hardware, new features, Software; and/or

b. on-site attendance.

a. execute testing of the redundancy mechanisms specified in the Availability Test Plan described in section 13 to support a goal of continuous connectivity in the event of failure of Managed Items that are key Network components;

b. perform the testing:

• i. according to a schedule agreed between Light Networks and the Client and documented in the Availability Test Plan;
• ii. remotely; and
• iii. if on-site, at an Additional Charge.

a. bandwidth;

b. IP address utilization;

c. available ports;

d. licensing capacity;

e. processor utilization;

f. memory utilization;

g. flash/disk utilization;

h. routing tables; and

i. traffic analysis.

a. monitor for capacity utilization alerts on Managed Items based on set thresholds on a 24×7 basis;

b. detect, record and display capacity threshold Events on the Managed Service Portal;

c. Log Events as Incidents to be addressed by the Incident Management process described in sections 35 and 36;

d. notify the Client according Notification Matrix of capacity Events that result in the creation of an Incident Record; and

e. follow up if an Event remains open for more than one reporting period. If the capacity Event is ongoing for more than one reporting period, Light Networks will review with the Client and adjust reporting thresholds accordingly.

a. number of capacity Events that occurred categorized as ‘warning’, ‘exception’ and ‘informational’;

b. number of capacity Incidents logged; and

c. % capacity utilization per Managed Item element.

a. analyze all available capacity data for such month; and

b. provide the Client with recommendations resulting from an review of the Managed Item’s achieved capacity levels, including:

• i. an overview of the achieved capacity utilization over the last reporting period;
• ii. determination of possible root causes of capacity related Incidents and Problems;
• iii. compilation of recommendations of actions to be taken (which may include the recommendation to do a more detailed investigation); and
• iv. estimate cost of the remediation or recommendations by Light Networks.

a. review the estimated cost;

b. decide on the course of action to take (if any); and

c. notify Light Networks of the course of action decided upon by Client.

a. on quarterly basis, review the capacity reporting provided by the capacity Event monitoring, management and reporting and capacity improvement recommendations in collaboration with the Client;

b. consider the trends and recommendations evident in the review based on Network capacity requirements and relevant Client and IT and business plans provided by the Client;

c. in collaboration with the Client, agree on any capacity changes required to be implemented on Managed Items and the schedule according to which they will be implemented;

d. document the results in a Capacity Plan created at the end of the first quarter of the term after the Managed Service Start Date, then updated quarterly thereafter; and

e. provide the Client with the Capacity Plan for review and sign-off at the service management review meeting.

a. in collaboration with Light Networks, agree on any availability changes required to be implemented on Managed Items and the schedule according to which they will be implemented;

b. ensure that the changes documented in the Capacity Plan have been reviewed by the Client’s Change Management process;

c. provide Light Networks with relevant Client and IT business plans for the purpose of creating, updating and the ongoing development of the Capacity Plan; and

d. review and sign-off the Capacity Plan.

a. where they are within the scope of the Managed Service;

b. remotely;

c. in accordance with the forward schedule of changes; and

d. as documented in the Capacity Plan.

a. additional hardware, new features, additional software; and/or

b. on-site attendance.

a. provide the Client with access to a list of all Managed Items via the Service Portal. Light Networks can export to a CSV format at Client’s request;

b. capture information provided by the Client for a Managed Item record such as:

• i. Managed Item name;
• ii. Managed Item location;
• iii. Managed Item description;
• iv. Software Versions;
• v. firmware versions;
• vi. contact details;
• vii. IP address; and
• viii. serial numbers; and

c. perform the obligations set out in this section 29.2 during Business Hours.

a. update the Managed Item list available on the Service Portal when requested by the Client during Business Hours and on a Best Effort basis;

b. update the Managed Item information arising from Incidents, Problems, Change Requests, Service Requests); and

c. when notified of a change, update the Light Networks Management Platform so Incidents are not triggered unnecessarily.

a. periodically review and validate the information stored in the Managed Item list on the Service Portal;

b. notify Light Networks of all changes to the Managed Items by raising a Service Request including location changes, scheduled outages, changes to components and connected Managed Items;

c. inform Light Networks of any changes made to the Managed Items before the change is made including changes such as the implementation of Updates and Upgrades, deployment of new hardware or configuration changes to any of the Software; and

d. remain accountable for the Managed Item configurations and approving all changes that Light Networks makes to Managed Items.

a. Backup a Managed Item’s configuration file when a change to the configuration file is done by Light Networks or Light Networks is notified of such a change by the Client.

b. store one current and one historic version of Managed Item configuration files in the Light Networks Management Platform;

c. if required and applicable, use the Backup of configurations files as part of the Incident Management process described in sections 35 and 36;

d. provide the Client with a list of the configuration files with Backups made as part of this Service Element upon request.

a. notify Light Networks, via a Service Request, of all changes to configuration files including user access credentials that will affect Managed Items and the configuration download, no less than two Business Days prior to implementing the change; and

b. ensure the correct Software Versions are installed on all Managed Items to enable Light Networks to retrieve configuration files.

a. Managed Item model distribution;

b. Managed Items by status;

c. Managed Item list with Managed Service coverage per asset;

a. conduct a quarterly audit on Incidents, Change Requests, Service Requests to verify that the Managed Item list is updated correctly;

b. Conduct an annual anniversary audit using remote electronic discovery:

• i. perform the tasks associated with the quarterly audit described in section a;
• ii. conduct a full audit of the Client’s IT environment to determine any discrepancies between the Client’s actual systems and devices and Managed Item list data as set out in section 29; and
• iii. review the configurations of a Managed Item for alignment with best practice standards and channel any recommended modifications into the Change Management process and/or release and deployment management process where applicable;

c. provide the Client with an Annual Audit Report and Quarterly Audit Report that contains the results of both the quarterly and annual audits; and

d. schedule the audits as agreed between Light Networks and the Client.

b. any Managed Item configuration policies and other information useful to the Managed Item audit.

a. perform an automated electronic equipment discovery, or network scan, on the Network using a “Discovery Tool”;

b. if required, complete the discovery activity during a one or two day visit to the Client’s premises depending on the size of the infrastructure to be assessed;

c. discover all SNMP enabled devices on the Network; and

d. perform the obligations set out in this section 34.1 during Business Hours.

a. provide information reasonably required for the discovery five Business Days prior the scheduled discovery activity;

b. complete the configuration of firewalls and other security measures to enable the software tool to access the Network five Business Days prior to the scheduled discovery activity;

c. notify its operational and security teams of the discovery, and implement appropriate changes as necessary for the discovery to not cause “false positive” security alerts (as polling activity could be detected by the Client’s operational management systems as “suspicious activity”), all of which must be completed prior to the scheduled electronic equipment discovery;

d. make a member of the Client’s network team available to assist, configure firewalls, update access lists and generally supply any Client-specific data to make the discovery more successful;

e. provide Light Networks with network authentication information to facilitate the electronic equipment discovery;

f. provide Light Networks with a management IP address for the Discovery Tool to utilize that is included in SNMP ACLs and all firewall rules;

g. ensure that firewalls, access lists and other security measures have been configured to allow the Discovery Tool to scan the Network and collect data;

h. allow Light Networks to poll the Client’s IP address space, which, while unobtrusive, does create a small additional load on the Network and should be scheduled carefully;

i. if required, allow Light Networks to connect a PC running the Discovery Tool to the Network on site;

j. ensure that a member of the Client’s network team is available throughout the data collection phase to assist with any Network issues at that time;

k. ensure that a member of the Client’s security team is available throughout the data collection phase to assist with any security or access issues which may arise;

l. provide information to Light Networks that is accurate and complete;

m. if required, ensure Light Networks’ equipment left on the Client’s premises to collect information will be safe and secure; and

n. advise Light Networks in a timely manner of any delay to the scheduled dates.

a. run the Discovery Tool on the Network in whole or in part on an annual basis; and

b. collect and collate the data produced by the Discovery Tool.

a. acts as the service interface for all aspects of the Managed Service;

b. is available to the Client to log Incidents, Problems, Change Requests and Service Requests by email 24 hours per day, 365 days a year;

c. creates and maintains Incident, Problem, Change Request and Service Request Records in the Light Networks Management Platform and provides the Client with a reference number for assistance in subsequent interaction with the Service Desk;

d. if the Client logs an Incident, Problem, Change Request or Service Request by email, sends a confirmation email containing the reference number;

e. performs an initial classification of the Incident, Problem, Change Request or Service Request in conjunction with the Client;

f. assigns a priority based on urgency and impact in conjunction with the Client;

g. provides regular updates to the Client on the progress of Incidents, Problems, Change Requests and Service Requests and ensure that they are handled in accordance with this Service Description prior to closing them in the Light Networks Management Platform; and

h. assigns Incidents, Problems, Change Requests and Service Requests to the correct Light Networks group.

b. ensure that Incidents, Problems, Change Requests and Service Requests are only raised with the Service Desk by employees of the Client that have a good understanding of the Managed Item;

c. follow the Service Desk logging procedures and provide sufficient and accurate information to assist the Service Desk to begin addressing the Incident, Problems, Change Request or Service Request without delay;

d. ensure that its internal End Users call the Client’s IT personnel or helpdesk as the first line of support for Managed Item issues; and

e. if required, provide access to the Client’s site for the relevant Managed Item.

a. the Client logging an Incident with Light Networks through the Service Desk;

b. the Client logging an Incident with Light Networks via the Service Portal; or

c. the detection of an Event on monitored Managed Items as described in sections 20 and 25.

a. raise Priority 1 Incidents and Priority 2 Incidents according to the provided escalation sheet;

b. attempt an Initial Diagnosis of the Incident prior to contacting the Service Desk; and

c. ensure Light Networks has an up to date list of Client contacts authorized to log Incidents.

a. assign an Escalation Manager who is responsible for:

• i. monitoring escalated matters through to resolution;
• ii. maintaining an action plan for each escalation;
• iii. making any decision appropriate to the resolution of the escalation;
• iv. arranging escalation meetings and/or phone conferences (as appropriate) between the Client, Light Networks and relevant third parties;
  • A. the Client;
  • B. the Light Networks Response Coordinator (if assigned);
  • C. the Light Networks Client Manager; and
  • D. any other parties relevant to the escalation;
• vi. regularly updating and seeking the advice and support of Light Networks management; and
• vii. for the duration of an escalation, ensuring that all appropriate personnel are available to support the agreed action plan.

• i. confirm with the Client the full impact of the Incident, including the number and range of End Users affected;
• ii. diagnose the cause of the Incident by:
  • A. connecting remotely to the Managed Item to perform Incident Diagnosis (if required);
  • B. understanding the chronological order of events;
  • C. performing Incident correlation (if applicable);
  • D. identifying any Events that could have triggered the Incident (e.g. a recent change, some End User action); and
  • E. performing searches for similar Incident occurrences in previous Incident/Problem Records, the known error database and/or, vendors’/suppliers’ error logs or knowledge databases; and
• iii. suggest a course of action to resolve it or put a Workaround in place;

b. keep the Client informed of the progress of Incidents via automated emails notifying the Client of updates to the Incident Record;

c. once the Incident is resolved:

• i. close the Incident Record (in consultation with the Client);
• ii. mark it as awaiting the Client’s response (if further action is required); or
• iii. highlight it for further action by the technical engineer (in cases where, for example, a Workaround is in place and a Permanent Resolution still requires further action);

d. close Incidents Records automatically once agreement is reached that it has been resolved;

e. notify the Client of the resolution and closure of the Incident Record according to the Notification Matrix;

f. where possible, maintain a target time to Restore of:

• i. under 4 hours for Priority 1 Incidents;
• ii. under 8 hours for Priority 2 Incidents; and
• iii. under 48 hours for Priority 3 Incidents,

ensure the response time (time for Light Networks to acknowledge that the Incident has been logged) is:

• i. under 1 hours for Priority 1 Incidents;
• ii. under 2 hours for Priority 2 Incidents; and
• iii. under 48 hours for Priority 3 Incidents,

h. resolve Incidents caused by changes made by the Client to a Managed Item at an Additional Charge.

a. remotely via a site to site connection;

b. on site at an Additional Charge; and

c. Light Networks will not be deemed to be out of compliance with the service levels for the Managed Service to the extent of any failure, delay or non-performance caused in whole or in part by acts, omissions or delays of Client or any third party (including any Third Party Supplier. Without limiting the foregoing, calculation of time for determining compliance with any service level specifically excludes any time necessary for a Third Party Supplier’s performance, whether under a Third Party Service Contract or otherwise.

b. perform, or arrange for a Third Party Supplier to perform, any on-site work required by section 36.1.

a. provide the Client with the following Incident Management reporting information on a monthly basis;

• i. Incident Management statistics; and
• ii. Incident age analysis; and

b. perform the obligations set out in this section 37.1 during Business Hours.

a. identify and create a Problem Record as a result of:

• i. determination that root cause analysis is required for one or more associated Incidents that may or may not have a Permanent Resolution in place;
• i. determination that root cause analysis is required for one or more associated Incidents that may or may not have a Permanent Resolution in place;
• ii. analysis of an Incident suggesting that an underlying Problem exists or is likely to exist;
• iii. automated detection of an infrastructure or application fault, using monitoring tools to raise an Incident on a Managed Item which may reveal the need for a Problem Record;
• iv. a notification from a vendor or Third Party Supplier that a Problem exists on a Managed Item that must be resolved; or
• v. analysis of Incidents performed as part of a proactive Problem Management process that identifies the need to further investigate the underlying root cause;

b. perform frequent and regular analysis of Incident and Problem data to identify any trends as they become discernible;

c. notify the Client when a Problem Record is created according to the Notification Matrix;

d. assignment of a priority to the Problem in conjunction with the Client; and

e. perform the obligations set out in this section 38.1 during Business Hours and on a Best Effort basis.

a. investigate and determine the root cause of the Problem on a Managed Item;

b. based on the root cause, identify a Permanent Resolution (or suggest further investigation) to the Problem using one or more applicable techniques and all available information;

c. notify the Client when the Problem Record is updated with the identified Permanent Resolution containing all relevant information according to the Notification Matrix; and

d. perform the obligations set out in this section 39.1 during Business Hours and on a Best Effort basis.

a. implement the Permanent Resolution (if one has been identified) remotely where it is within the scope of the Managed Service;

b. propose a fixed price project or perform the work on a Time and Materials basis for a Permanent Resolution not within the scope of the Managed Service;

c. coordinate the implementation of the Permanent Resolution where it is within the scope of the Managed Service;

d. keep the Client informed of the progress of Problems via automated emails notifying the Client of updates to the Problem Record; and

e. notify the Client of the completion and closure of the Problem Record according to the Notification Matrix.

a. upon receipt of a notification from Light Networks containing an identified Permanent Resolution to a Problem, review the Permanent Resolution and determine the course of action to take (if any); and

b. provide Light Networks with access to Managed Items and other relevant information required to facilitate the implementation of the Permanent Resolution.

a. conduct a review of Problems following the implementation of the Permanent Resolution, to review and identify opportunities for service delivery improvement;

b. consider at least the following as part of the review:

• i. tasks that were executed correctly and those that weren’t;
• ii. what could be done better in the future;
• iii. how to prevent a recurrence;
• iv. whether there has been any Third Party Supplier involvement; and
• v. whether follow-up actions are needed; and

document the results of the Problem review in a Problem Review Report and provide it to the Client upon completion.

a. make resources available to provide input into the Problem review; and

b. review the Problem Review Report.

a. Problem Management statistics;

b. Problem age analysis; and

c. average time to resolve Problem Record by priority.

a. deployment of Updates;

b. configuration of, and configuration changes to, Managed Items; and

c. decommissioning of Software.

a. it is pre-approved by the Client;

b. it relates directly to a Managed Item;

c. can be performed remotely using the site to site connection;

d. it isn’t associated with an Incident;

e. it is executable by a vendor-certified engineer;

f. no scoping or project management is required for its completion;

g. the performance of a single instance of the task should not take more than four hours;

h. performance of a set of requested tasks (i.e. repeating the same single instance or similar tasks in multiple locations or for multiple Managed Items) does not take an appropriately skilled engineer more than 16 hours; and

i. a set of procedures/work instructions is available for the task.

a. receive Service Requests from the Client for MACDs via the Service Desk;

b. schedule the implementation of MACDs as agreed between Light Networks and the Client;

c. notify the Client of any obvious risks associated with the requested MACD, but will not perform a detailed risk assessment; and

d. perform the obligations set out in this section 43.4 during Business Hours, unless otherwise negotiated and agreed to.

log emergency MACDs with the Service Desk via the Service Portal and with a follow up telephone call;

b. provide Light Networks with all required information for the MACD;

c. remain responsible for the mitigation of any risks associated with the implementation of the MACD and ensure changes are internally approved and communicated; and

d. arrange for freight and insurance, as well as other internal Client Change Management controls and approvals, if required.

a. receive Service Requests for access from the Client via the Service Desk;

b. if required, schedule the modification of access rights described in the Service Request for a time agreed between Light Networks and the Client;

c. perform the obligations set out in this section 44.1 during Business Hours; and

d. access Managed Items through the Light Networks Management Platform.

a. provide Light Networks with all required details for the access requests;

b. access Managed Items through the Light Networks Management Platform; and

c. provide a mechanism for determining the identity and credentials of the requester.

a. verify the identity of the End User (or requestor if not the End User) by:

• i. user name/password authentication; or
• ii. relying on informal identification such as the email address used in the request;

b. verify that the appropriate authority is authorizing the access request (e.g. Human Resources or line manager), by:

• i. user name/password authentication; or
• ii. relying on informal identification such as the email address used in the access request;

c. upon verification as described above, modify the End User’s access;

d. notify the End User and authorizing authority once access has been modified;

e. for access requests to Managed Items or IT services that Client has identified in writing as especially sensitive, follow a more rigorous means of identification verification agreed to by Light Networks and Client in writing; and

f. access Managed Items through the Light Networks Management Platform.

PROVIDED THAT LIGHT NETWORKS HAS UNDERTAKEN TAKEN THE VERIFICATION MEASURES SPECIFIED IN THIS SECTION IN GOOD FAITH, LIGHT NETWORKS WILL HAVE NO LIABILITY TO CLIENT WHATSOEVER IN CONNECTION WITH EFFECTUATING A REQUEST TO MODIFY END USER ACCESS RIGHTS OR ANY LOSS OR HARM ARISING IN CONNECTION THEREWITH, EVEN IF SUCH REQUEST OR REQUESTOR ULTIMATELY TURNS OUT TO BE FRAUDULENT OR OTHERWISE NOT ACTUALLY AUTHORIZED BY CLIENT.

provide the following functionality in the Service Portal:

• i. ability to log Incidents, Problems, Change Requests and Service Requests;
• ii. ability to query the status of Incidents, Problems, Change Requests and Service Requests; and
• iii. ability to:
  • A. view contract information;
  • B. view predefined reports;
  • C. view Managed Item records;
  • D. view Managed Item availability status;
  • E. view Managed Item capacity status; and
  • F. view and download Backups and Backup information;

c. Where an outage is required, give the Client notice of quarterly scheduled outages for maintenance of the Light Networks Management Platform at least two weeks prior to the required outage and of emergency or unscheduled outages for maintenance of the Light Networks Management Platform (e.g. to allow for deployment of security Patches) as soon as practical; and

d. Where an outage is not required, give the Client prior notice of upcoming maintenance on the Service Portal for the implementation of Light Networks Management Platform Updates and Upgrades that may have a slight impact on performance.