Service Description KACE 1000 and 2000 series

Service Description KACE 1000 and 2000 series implementation consulting service (5 days on site or remote) Introduction to your service agreement

This consultative service (the “Service”) includes implementation and consulting service with respect to establishing of the Dell KACE K1000-series management appliance and the Dell KACE K2000-series deployment appliance. The duration of this configuration Service is to be delivered in consecutive business days during one business week, mutually agreed upon by Dell and the Customer. A Dell representative will contact the Customer to schedule this Service, allowing for at least a ten business day lead time prior to the start of the Service, based upon a mutually agreed to resource availability. Service hours for the project are normal business hours (U.S. only: Monday through Friday 8:00am5:00pm) local Customer time. Portions of this engagement may be completed offsite or afterhours, working onsite or remotely. Normal and reasonable travel will be taken into consideration on Monday morning and Friday afternoon. Any Services beyond normal Dell business hours must be reflected on the Customer's invoice. No Service activities shall take place during local, state and/or country holidays unless Customer makes other arrangements through the sales team and the Dell project coordinator. The Customer and the Dell entity identified on Customer’s invoice enter into this Service Description for the purchase of this Service. This Service is provided in connection with Customer's separate signed master services agreement with Dell that explicitly authorizes the sale of this Service (as defined herein) or, in the absence of such agreement, Dell's terms of sale applicable to commercial customers (as applicable, the “Agreement”), which is available at www.Dell.com and incorporated by reference in its entirety herein, and the parties acknowledge having read and agree to be bound by such online terms. A hard-copy print version of the Dell’s terms of sale is also available upon request. The engagement is valid for twelve months from time of purchase at which time it will be considered fulfilled and billed to the customer. For the avoidance of doubt, no statements or terms in this Service Description will override the warranty and liability provisions contained in the Agreement, notwithstanding the order of precedence outlined in the Agreement. Locating Your Terms of Sale. Customers based in the United States may access their Commercial Terms of Sale at www.Dell.com/terms. Customers located outside of the United States may access their terms of sale and service from their local www.Dell.com website or by navigating to their country-specific service terms at www.Dell.com/servicecontracts.From that website, you must select

1 KACE 1000 and 2000 series implementation consulting service (5 days on site or remote)

your country and preferred language from the appropriate drop-down menu of the Dell sales segment from which you purchased the Service (either Small & Medium Business or Large Business & Public Sector). For assistance locating your terms of sale, please contact Dell technical support or your sales representative. Locating Your Service Agreements. Service Descriptions are available online at www.Dell.com/servicecontracts. From that website, you must select your country and preferred language from the appropriate drop-down menu of the Dell sales segment from which you purchased the Service (either Small & Medium Business or Large Business & Public Sector). That selection will automatically re-direct you to a webpage presenting a list service contracts available in each country. Please refer to the stock-keeping unit or “SKU” description on your invoice or order acknowledgement to confirm which service contracts you have purchased. For additional assistance locating a service contract, please contact Dell technical support or your sales representative. By placing your order for the Services, utilizing the Services or associated software, or by clicking/checking the "I Agree" button or box on the Dell.com website in connection with your purchase or within a Dell software interface you agree to be bound by this Service Description and the agreements incorporated by reference herein. If you are entering this Service Description on behalf of a company or other legal entity, you represent that you have authority to bind such entity to this Service Description, in which case "you" or "Customer" shall refer to such entity. In addition to receiving this Service Description, Customers in certain countries may also be required to execute a signed purchase agreement.

The scope of your service agreement Service SKUs See Appendix A

The key service steps include KACE 1000 series management appliance Installation assistance Dell will provide first-time setup of one (1) KACE 1000 series appliances initial configuration. The appliance must be racked and connected to the Customer’s network before Dell’s consultant arrives onsite.  The first-time setup applies to a KACE virtual machine or physical appliance Product overview / health check  Dell will provide the Customer’s subject matter experts (SMEs) an overview of the KACE 1000 series appliance user interface and these general settings and procedures: o Appliance settings o System maintenance o Backup and recovery process o Organizations o Existing configuration settings and system log files o Notifications o Dell updates o Scripting o Software-metering


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Dell will assess current KACE 1000 series configuration, relating to load average and task throughput Dell will review the Customer’s overall systems management architecture as it pertains to leveraging the KACE 1000 series appliance Dell will make recommendations and provide support during the engagement based on best practices

Agent provisioning  Dell will provide recommendations based upon best practices regarding agent provisioning strategy within the Customer’s network  Dell will deploy up to 100 agents. The task can be completed via: o IP range o GPO o scripted agent installer Labeling  Dell will review labeling practices with the Customer’s SMEs and provide support based on best labeling practices such as: o Label by location o Label by machine type o Label by user group o LDAP labels  Dell will create up to three (3) custom user roles based upon Customer’s SMEs’ inputs  Dell will create up to three (3) custom labels and three (3) filters based upon Customer’s SMEs’ inputs Security / Patch Management  Dell will review patching practices with the Customer’s SMEs and provide support during the engagement based on best practices in the areas of: o Patch subscriptions o Patch listing o Patch labels  Dell will demonstrate one (1) patch management push to a test label group (preference test environment is a development lab)  Dell will review patch verification reports and process with the Customer’s SMEs  Dell will demonstrate one (1) OVAL scan on one (1) end point  Dell will demonstrate one (1) internet site lockdown such as a peer-to-peer sharing application  Dell will demonstrate the secure browser feature to the Customer’s SMEs Software distribution  Dell will review Customer’s current managed install process and provide support during the engagement based on best practices  Dell will perform and demonstrate the managed install process for up to three (3) standard applications, such as Microsoft™ Office 2010, Adobe Reader X, and WinZip 7 

Dell will demonstrate/provide training to the Customer’s SMEs about managed installs that support: o Windows™ installer o Installers supporting scripting


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o Installers supporting command-line switches o Multi-file installers (ZIP) Dell will demonstrate one (1) file synchronization to the Customer’s SMEs Dell will demonstrate one (1) software update processes to the Customer’s SMEs

Asset management  Dell will review asset import practices with Customer’s SMEs and provide support during the engagement based on best practices  Dell will demonstrate one (1) import asset function from an existing Customer CSV spreadsheet using the import wizard (Customer must provide CSV file) Configuration management  Dell will demonstrate to the Customer’s SMEs the setup of one (1) power management configuration based on best practices Service desk  Dell will configure one (1) queue demonstrating a parent child ticket process  Dell will demonstrate to the Customer’s SMEs the setup of fields into one (1) queue.

KACE 2000 series deployment appliance Installation assistance  Dell will provide first-time setup of one (1) KACE 2000 series appliance installation and configuration. The appliance must be racked and connected to the Customer’s network o First-time setup applies to a virtual machine or physical appliance Product Overview / Health check  Dell will provide the Customer’s SME with an overview of the KACE appliances user interface and these general settings: o System menu o Uploading media o Imaging best practices overview o Driver management o Pre/Post installation task o User state migration o Recovery console  Dell will assess Customer’s current KACE 2000 series network configuration  Dell will review the imaging and data migration methods currently used by Customer in the areas of imaging and data migration and will make recommendations on how these process might be modified and improved through the use of the KACE 2000 series appliance o Dell will not build a scripted task sequence to support client OS migration, as it is out of scope for this service description. This service is available KACE Optimized Deployment consulting services  Dell will configure one (1) Remote Site Appliance (as needed), and demonstrate this process to the Customer’s SMEs o The customer must have a server hydrated and connected to the network  Dell will capture one (1) system image using KPE and demonstrate this process to the Customer’s SMEs


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The image capture is to demonstrate the functionality of the KACE appliance. This service description does not include the build out of a standard image that can be used across the Customer’s environment. Dell can provide additional services that can assist customers with image management

Excluded services Both Dell and the Customer acknowledge that the following activities are not included in the scope of this Service Description:  Any services or activities other than those specifically noted in this Service Description  Complete or 100% configuration of all modules associated with system management and/or deployment  Configuration of a scripted operating system installation (KACE Optimized Deployment Service is available separately)  Structured query language (SQL) coding to create custom ticket rules  Complete implementation of a service desk solution  Complete client agent provisioning  Installation, set-up, or configuration of Active Directory, mail servers, network devices or other third party applications  Use of KACE products in conjunction with unsupported version of operating systems, service packs, web browsers, or other third party products  Configuration and administration of third party virtual infrastructure servers running a virtual KACE appliance  Dell is not responsible for application malfunctions or conflicts between Customer applications

Service specific Customer responsibilities Customer agrees generally to cooperate with Dell in its delivery of these Services, and agrees specifically to the following responsibilities:  According to the project plan and prior to Dell’s engagement, Customer will designate in writing a single point of contact to ensure that all tasks are completed within the specified time. All Services communications will be addressed to the point of contact (the “Customer  7 KACE implementation consulting service | v1.1 | April 3, 2012  Contact”). Failure to indicate a Customer Contact may result in an increase in project hours and/or length in schedule  Customer shall provide technical points-of-contact (“Technical Contacts”) who have a working knowledge of the enterprise components to be considered during the Services. Dell may request meetings with Technical Contacts  The Customer Contact will have the authority to act for Customer in all aspects of the Service including bringing issues to the attention of the appropriate persons within Customer’s organization and resolving conflicting requirements  The Customer Contact will send any communication between Customer and Dell, including any scope-related questions or requests, through the appropriate Dell Project Manager  The Customer Contact will provide timely access to technical and business points of contact and required data/information for matters related to the scope of Service  Key Customer contacts will attend Customer meetings and deliverables presentations  The Customer Contact will obtain and provide project requirements, information, data, decisions and approvals within one working day of a request, unless both parties agree in writing to a different response time, and Customer agrees that it is responsible for timeline and cost implications presented by any delays in this regard


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Customer may be responsible for developing or providing documentation, materials, and assistance to Dell, and agrees to do so in a timely manner. Dell shall not be responsible for any delays in completing its assigned tasks to the extent that they result from Customer’s failure to provide such timely documentation, materials and assistance The Customer will ensure the Services personnel have reasonable and safe access to the Project site, a safe working environment, an adequate office space, and parking as required Customer will inform Dell of all access issues and security measures, and provide access to all necessary hardware and facilities Customer is responsible for providing all hardware, software, internet access, and facilities for the successful completion of the Services. Facilities and power must meet Dell’s requirements for the products and Services purchased Customer agrees to complete a customer satisfaction survey Dell will have no liability for loss or recovery of data or programs or loss of use of system(s) arising from the Service or support or any act or omission, including negligence, by Dell Prior to Dell’s engagement, the following activities must be completed: o Customer’s SMEs identified and available to work with the Dell engineer on the start date of the onsite engagement o Customer’s SMEs to have reviewed KACE administration guides, and taken guided tour of the KACE appliances o Customer to have subscribed to OS patches and completed download o Customer to have tested PXE and DHCP setup o Customer to have procured OS media and product keys o If the Customer fails to meet its obligations as set forth in this Service Description, Dell may adjust the timeline or costs with notice to the Customer to address such delays or failure to meet obligations

Assumptions Dell has made the following specific assumptions while specifying the Services detailed in this Service Description:  This Service Description includes travel to one domestic location within the continental United States as detailed here in this Service Description. Dell considers additional travel to other  8 KACE implementation consulting service | v1.1 | April 3, 2012  locations out of scope and such travel will require the approval of the Customer via the change control process detailed herein  Dell is not responsible for resolving compatibility or other types of issues that cannot be resolved by the manufacturer, or for configuring hardware or software in contradiction to the settings supported by the manufacturer  Dell is not responsible for project or Service delivery delays caused by Customer facility or personnel challenges  Completing transition within the agreed timeframe is contingent upon Dell receiving the necessary Customer information and gaining access to the necessary Customer resources, personnel, and facilities in a timely manner  Any timescales or plans presented in this Service Description assume that the Customer provides any required information and fulfills its other obligations as described herein in a timely manner  Customer’s network infrastructure is stable and is the same across all its sites


Terms and conditions of your Service 1 Supported products This Service is configured on select Dell PowerEdge™, and virtual machines of the Dell|KACE 2000 series appliances, which are purchased in a standard configuration. The Service’s task sequence will be supported to run on Dell and non-Dell Windows supported hardware. Supported Products are added regularly so please contact your Dell sales representative for the most up-to-date list of which Services are available on your Dell products. Each supported product is tagged with a serial number (the "Service Tag"). The Customer must purchase a separate service agreement for each supported product. For example, a printer purchased with a laptop system is not covered by the laptop system's service contract: the printer and the laptop each need their own service contract. Refer to the Service Tag on your supported product when contacting Dell for this Service. 2 Term of service A.This Agreement commences on the date you place your order and continues through the Term of Service. The "Term of Service" begins on the purchase date and extends for the term indicated on the Order Form. The number of systems, licenses, installations, deployments, managed end points or end-users for which Customer has purchased any one or more Services (defined below), the rate or price, and the applicable Term of Service for each is indicated on Customer's order form or other mutually-agreed upon form of invoice, order acknowledgment or purchase order (collectively, "Order Form"). Purchases of Services under this Agreement shall be solely for Customer's own internal use and not for resale or service bureau purposes. 3 Customer responsibilities A Authority to grant access. Customer represents and warrants that it has obtained permission for both Customer and Dell to access and use the supported product, the data on it, and all hardware and software components included in it to provide these Services. If Customer does not

already have that permission, it is Customer's responsibility to obtain it, at Customer's expense, before Customer requires Dell to perform these Services. B Cooperate with phone analyst and on-site technician. Customer agrees to cooperate with and follow the instructions given by Dell phone analyst and on-site technicians. Experience shows that most system problems and errors can be corrected over the phone in this way. C On-site obligations. Where Services require onsite performance, Customer must provide free, safe, and sufficient access to Customer's facilities and the supported product(s). Sufficient access includes ample working space, electricity, and a local telephone line. Customer must also provide (at no cost to Dell) a monitor or display, a mouse (or pointing device), and keyboard if the system does not already include these items. D Maintain software and serviced releases. Customer must maintain software and supported product(s) at Dell-specified minimum release levels or configurations as specified on PowerLink for Dell|EMC Storage or EqualLogic, or as specified on www.support.dell.com for additional supported products. Customer must also ensure installation of remedial replacement parts, patches, software updates or subsequent releases as directed by Dell in order to keep the supported product(s) eligible for this Service. E Data backup. Complete a backup of all existing data and programs on all affected systems prior to the delivery of this Service by Dell. DELL IS NOT LIABLEFOR LOSS OR RECOVERY OF DATA OR PROGRAMS, nor for loss of use of system(s) arising out of this Service or related support activities, nor any act or omission, including negligence, by Dell or a third-party service provider.


F Third party warranties. These Services may require Dell to access hardware or software that is not manufactured by Dell. Some manufacturers' warranties may become void if Dell or anyone else other than the manufacturer works on the hardware or software. It is Customer's responsibility to ensure that Dell's performance of Services will not affect such warranties or, if it does, that the effect will be acceptable to Customer. DELL IS NOT RESPONSIBE FOR THIRD PARTY WARRANTIES, OR FOR ANY EFFECT THAT DELL SERVICES MAY HAVE ON THOSE WARRANTIES. 4 Important additional information A RESCHEDULING. ONCE THIS SERVICE IS SCHEDULED, ANY CHANGES TO THE SCHEDULE MUST OCCUR AT LEAST EIGHT (8) CALENDAR DAYS PRIOR TO THE SCHEDULE DATE. IF CUSTOMER RESCHEDULES THIS SERVICE WITHIN SEVEN (7) DAYS OR LESS PRIOR TO THE SCHEDULE DATE, A RESCHEDULING FEE NOT TO EXCEED 25% OF THE CUSTOMER PRICE FOR THE SERVICES WILL BE CHARGED. CUSTOMER AGREES THAT ANY RESCHEDULING OF THE SERVICE WILL BE CONFIRMED AT LEAST EIGHT (8) DAYS PRIOR TO COMMENCEMENT OF THE SERVICE. B Payment for hardware purchased with installation and deployment services. Unless otherwise agreed to in writing, payment for hardware shall in no case be contingent upon performance or delivery of installation or deployment services purchased with such hardware. C Commercially reasonable limits to scope of service. Dell may refuse to provide Services if, in its opinion, providing the Services creates an unreasonable risk to Dell or Dell's Service providers, or is beyond the scope of Services. Dell is not liable for any failure or delay in performance due to any cause beyond its control. Service extends only to uses for which the at Dell's then current time and materials consulting rates. Customer will provide Dell with sufficient and safe access to Customer's facilities at no cost to Dell in order to fulfill its obligations.

point-of-need support, installation, consulting, managed, and professional, support, or training services) may be available for purchase from Dell, and will vary by Customer location. Optional services may require a separate agreement with Dell E Cancellation. Dell may cancel this Service at any time during the Service term for any of the following reasons: • Customer fails to pay the total price for this Service in accordance with the invoice terms; • Customer refuses to cooperate with the assisting analyst or on-site technician; or • Customer fails to abide by all of the terms and conditions set forth in this Service Description. If Dell cancels this Service, Dell will send Customer written notice of cancellation at the address indicated on Customer's invoice. The notice will include the reason for cancellation and the effective date of cancellation, which will be not less than ten (10) days from the date Dell sends notice of cancellation to Customer, unless state law requires other cancellation provisions that may not by varied by agreement. IF DELL CANCELS THIS SERVICE PURSUANT TO THIS PARAGRAPH, CUSTOMER SHALL NOT BE ENTITLED TO ANY REFUND OF FEES PAID OR DUE TO DELL. F Geographic limitations & relocation. Dell shall deliver this Service to the site(s) indicated on the Customer's invoice. This Service is not available at all locations. Service options, including service levels, technical support hours and onsite response times will vary by geography, and certain options may not be available for purchase in Customer's location. Dell's obligation to supply the Services to relocated supported products is subject to local service availability and may be subject to additional fees, and to inspection and recertification of the relocated supported products any additional purposes described, pursuant to the Service Description.

D Optional services. Optional services (including


making such transfers, Dell shall ensure appropriate protection is in place to safeguard personal data transferred under or in connection with this Agreement. 7 Transfer of service. Customer may not transfer this Service 8 [EMEA ONLY] Data privacy. In this section, the terms “data controller”, “data processor”, “personal data” and “processing” shall be as defined in the European Directive 95/46/EC on the protection of individuals with regard to the processing of personal data and on the free movement of such data (“Directive”) as amended or superseded from time to time. 9 To the extent, Customer and Dell are data controllers for the purpose of any personal data processed under or in connection with this Agreement, each party shall comply with the provisions and obligations imposed by the Directive to the extent required by that legislation of each party. As data controller, Customer confirms that it has obtained all necessary authorizations for lawful processing, prior to passing personal data to Dell. 10 To the extent Dell processes personal data as a data processor for Customer under or in connection with this Service Description, Dell shall ensure appropriate protection is in place to safeguard such personal data. Dell shall use its reasonable efforts to assist Customer to comply with its obligations, as data controller, to respond to requests for access to Customer records made by individuals to whom the personal data relates, subject to the payment by Customer of Dell’s reasonable professional charges for the time engaged by Dell staff in so doing.

11 Customer authorises Dell to collect, use, store and transfer the personal data Customer provides to Dell for the purpose of performing Dell’s obligations under this Service Description and for any additional purposes described, pursuant to the Service Description. 12 Dell may, in the normal course of business, make worldwide transfers of personal data on its corporate systems, to other entities, agents or subcontractors in the same group of companies, or to other relevant business partners who may have incidental access to personal data. When 13 Dell shall not be liable for any claim brought by Customer or a data subject arising from any action or omission by Dell to the extent that such action or omission resulted from compliance by Dell with Customer’s instructions. [EMEA ONLY] Employment. Customer acknowledges and agrees that no individuals (such as employees of Customer or of a previous service provider) were fully or predominantly dedicated to running an equivalent service for the benefit of Customer prior to the provision of the Services by Dell. Customer will ensure that no individual will transfer to Dell and no individual will be deemed to be an employee of Dell in accordance with any applicable legislation, as the case may be. Customer acknowledges that the prices and charges as well as other terms agreed relating to the Services exclude all activities and cost impacts of such potential transfers of employment and Customer hereby undertakes to fully indemnify and hold Dell harmless from any claim brought upon Dell, including but not limited to claims from transferred Customer or third party employees, as well as any cost or expense, reasonable attorney’s fees or other financial liability on Dell arising out of or in relation to such employees

For more information about any of our service offerings, please contact your Dell representative or visit www.dell.com/services Availability varies by country. To learn more, contact your Dell sales representative. © 2011 Dell Inc. All rights reserved. Trademarks used in this text: Dell, the DELL logo, Dell Precision, OptiPlex, Latitude, PowerEdge, PowerVault, PowerConnect, EqualLogic, KACE, and Vostro are trademarks of Dell Inc. Microsoft and Windows are either trademarks or registered trademarks of Microsoft Corporation in the United States and/or other countries. Other trademarks and trade names may be used in this publication to refer to either the entities claiming the marks and names or their products. Dell Inc. disclaims any proprietary interest in trademarks and trade names other than its own. Specifications are correct at date of publication, but are subject to availability or change without notice at any time. Dell and its affiliates cannot be responsible for errors or omissions in typography or photography. Dell's terms and conditions of sale apply and are available at www.Dell.com and on request.


Appendix A Service SKUs US AND Canada SKU SKU 931-0289 933-5629

Description KACE implementation consulting service on-site (5 day) KACE implementation consulting service remote (5 day)

Partner ICS ICS

Description KACE implementation consulting services Remote (5 days) KACE implementation consulting services Onsite (5 days)

Partner

Description KACE implementation consulting services Remote(5 days) KACE implementation consulting services Onsite (5 days)

Partner

LA SKU SKU 995-1929 995-1939 BZ SKU SKU 995-1959 995-1969

EMEA (Austria, Belgium, Czech Republic, Denmark, Finland, France, Germany, Ireland, Italy, Kuwait, Luxembourg, Netherlands, Norway, Oman, Poland, Qatar, Saudi Arabia, Slovak Republic, South Africa, Spain, Sweden, Switzerland U.K.) SKU SKU 705-12806 705-12640

Description KACE K1000 and K2000 Implementation Consulting Services onsite 5 days KACE K1000 and K2000 Implementation Consulting Services remote 5 days

Partner ICS

Segment All

ICS

APJ (Australia, China, Hong Kong, Japan, Malaysia, New Zealand, Singapore and Thailand)SKU SKU 86810044

Description KACE implementation consulting service


Partner ICS

Appendix B Exceptions to Dell business hours Country St. Kitts, St. Lucia, St. Vincent, Trinidad, Virgin Islands, Rest of English speaking Caribbean Barbados, Bahamas, Belize, Costa Rica, El Salvador, Gran Cayman, Guatemala, Honduras, Jamaica, Panama, Puerto Rico, Rep. Dominicana, Suriname, Turks and Caicos Australia, Bermuda, China, Haiti, Hong Kong, Japan, Korea, Malaysia, Netherland Antilles, New Zealand, Singapore, Taiwan, Thailand Argentina, India, Paraguay, Uruguay Bolivia, Chile

Dell business hours 7:00 AM to 4:00 PM 8:00 AM to 5:00 PM 9:00 AM to 5:00 PM 9:00 AM to 6:00 PM 9:00 AM to 7:00 PM


Service Description KACE 1000 and 2000 series

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