Offer Description: Cisco ServiceGrid Software as a Service

Transcription

1 Page 1 f 12 Offer Descriptin: Cisc ServiceGrid Sftware as a Service This dcument describes Cisc ServiceGrid sld as a sftware-as-a-service ffer (the Offer ). Related Dcuments: This Offer Descriptin shuld be read in cnjunctin with the fllwing dcuments, available at (1) Glssary f Terms and (2) List f Services Nt Cvered. All capitalized terms in this descriptin have the meaning ascribed t them in the Glssary f Terms. Direct Sale frm Cisc. If yu have purchased this Offer directly frm Cisc, this dcument is incrprated int the Universal Clud Terms ( UCT ) r the equivalent agreement executed between yu and Cisc referencing this Offer (the Agreement ). All capitalized terms used herein but nt defined in the Supplemental Glssary f Terms fr this Offer (cntained herein) have the meaning ascribed t them in the UCT r equivalent agreement executed between yu and Cisc. In the event f a cnflict between this Offer Descriptin and the UCT r yur agreement with Cisc, this Offer Descriptin shall gvern. Sale frm Cisc Authrized Reseller. If yu have purchased this Offer thrugh a Cisc Authrized Reseller this dcument is fr descriptin purpses nly; it is nt a cntract between yu and Cisc. The cntract, if any, gverning the prvisin f this Offer will be the ne between yu and yur Cisc Authrized Reseller. Yur Cisc Authrized Reseller shuld prvide this dcument t yu, r yu can btain a cpy f this and ther Cisc Offer Descriptins at All capitalized terms used herein but nt defined in the Supplemental Glssary f Terms fr this Offer have the meaning ascribed in the Glssary f Terms at This Offer is sld as a sftware-as-a-service ( SaaS ) ffer and is delivered n a Cisc-hsted, clud-based deplyment mdel. Where available, Cisc shall prvide this Offer as selected and detailed n the Purchase Order fr which Cisc has been paid the apprpriate fee. Cisc shall prvide a Qute ( Qute ) detailing specifics f the Offer and perid f time fr which Cisc shall prvide the Offer. Reseller shall prvide a Purchase Order that references the Qute agreed between the parties and that, additinally, acknwledges and agrees t the terms cntained therein. Summary The Offer is an integratin sftware platfrm in the clud that seamlessly cnnects rganizatins t enable real time multi-party supprt cllabratin fr key prcesses including, but nt limited t, service request, incident, change and prblem management. Unique Custmer requirements, including any private clud-based deplyment mdels fr the Offer, will require the Custmer t purchase additinal Cisc hardware, sftware and services specified in a custm Qute with custm terms and cnditins that specifically addresses the unique requirements. The Offer: enables cmpanies t integrate and autmate supprt prcesses that span multiple service partners and supprt systems; prvides the Custmer (e.g. Enterprise IT; Managed Service Prviders; Service Prviders) with tailred capabilities t autmate the end-t-end lifecycle f key supprt prcesses, including but nt limited t service request, incident, change and prblem management; requires a minimum f ne active end-t-end cnnectin fr the term f the service cmmitment between the Custmer and ne f their Ecsystem Trading Partners; requires a minimum ne year subcriptin cmmitment frm the Custmer; is develped and maintained by Cisc. Its features and functins are cntinuusly enhanced via scheduled prduct upgrades nrmally released quarterly; allws Custmers t address high scalability and adaptability as they evlve their businesses; is ffered as either a hsted, public clud-based slutin perated by Cisc frm highly secure Cisc data center lcatins; includes the Offer s sftware platfrm that runs n a high-availability architecture perated arund the clck (24x7x365) with an availability target f 99.95% fr the Offer s sftware applicatin as defined in the Platfrm Availability sectin f this Offer Descriptin; includes standard maintenance and perate supprt fr every Custmer with an active cntract fr the Offer as defined in the Custmer Supprt sectin f this Offer Descriptin; and Cntrlled Dc. #EDM Ver: 1.0Last Mdified:1/23/2016 4:15:31 PM This dcument is Cisc Public Infrmatin Cisc ServiceGrid.dc

2 Page 2 f 12 includes a rbust set f nline dcumentatin and a web-based supprt prtal lcated at Packages The Offer is available in tw SaaS packages: Cisc ServiceGrid Ecsystem Manager and Cisc ServiceGrid Ecsystem Builder. Ecsystem Manager: Ecsystem Manager enables Custmer t create, cllabrate and manage supprt interactins with ne r mre Ecsystem Trading Partners. This slutin prvides Custmer with Standard and/r Cnfigured Wrkflws and B2B Cnnectins between any f their ITSM systems and Ecsystem Trading Partners: Standard r Cnfigured Cisc ServiceGrid wrkflws include incident, prblem, change and service request wrkflws Base Offer Elements include: Up t tw Prcess Wrkflws f the Standard Wrkflw Types included (Incident, Prblem, Change and Service Request); One Initial Cnnectin that includes Custmer s ITSM cnnectin t ServiceGrid plus Custmer s first Ecsystem Trading Partner s ITSM cnnectin t ServiceGrid; One Full-Access Prtal User with administrative privileges, including the ability t create and manage ther users; Batch Data Enrichment, if required (ne surce); Standard Reprting, including case vlume and service level reprts; and Standard Operatinal Supprt. Optinal Offer Elements ( add-ns ) include: Additinal B2B Cnnectins; Additinal Standard Prcess Wrkflws; Additinal Real-Time Data Enrichment surces; Additinal Full-Access Prtal Users; and Additinal Basic-Access Prtal Users. Ecsystem Builder: Builder is fr Custmers seeking t build an end-t-end supprt ecsystem using multi-partner supprt prcesses that span Ecsystem Trading Partners. This slutin enables Custmer t create, cllabrate and manage supprt interactins that span Ecsystem Trading Partners n a shared Wrkflw. Cisc ServiceGrid Ecsystem Builder is required when: Using Custm-built Wrkflws Sharing Wrkflws between multiple Ecsystem Trading Partners Creating multi-partner Wrkflws n a shared Wrkflw that span multiple Ecsystem Trading Partners Base Offer elements include: Up t fur Prcess Wrkflws f the Custm Wrkflw Type (but may als include Standard Wrkflw types if needed); One Initial Cnnectin that includes Custmer s ITSM cnnectin t ServiceGrid plus Custmer s first Ecsystem Trading Partner s ITSM cnnectin t ServiceGrid; One Full-Access Prtal User with administrative privileges including the ability t create and manage ther users; Batch Data Enrichment if required (ne surce); Real-Time Data Enrichment, if required (ne surce); Standard Reprting, including case vlume and service level reprts; and Standard Operatinal Supprt. Cntrlled Dc. #EDM Ver: 1.0Last Mdified:1/23/2016 4:15:31 PM This dcument is Cisc Public Infrmatin Cisc ServiceGrid.dc

3 Page 3 f 12 Optinal Offer Elements ( add-ns ) include: Additinal B2B Cnnectins Additinal Custm Prcess Wrkflws Additinal Real-Time Data Enrichment surces Additinal Full-Access Prtal Users Additinal Basic-Access Prtal Users Operatinal Supprt Offer Activatin After Cisc receives a signed purchase rder fr the Offer, Cisc will perfrm the fllwing Initial Fulfillment Activities t enable the Custmer t utilize the features and functins f the Offer. Cisc s respnsibilities include: Setting up Custmer tenant n the Cisc ServiceGrid sftware platfrm; Creating a Full-Access Prtal User with administrative privileges; Setting up Custmer s B2B cnnectin testing envirnment; Enabling access t Cisc ServiceGrid supprt prtal; and Ntifying Custmer f cmpletin f these activities. The Cisc ServiceGrid ffer term will cmmence ne calendar day after all f the Initial Fulfillment Activities have been cmpleted. This is nrmally accmplished within tw weeks frm Cisc s receipt f a signed purchase rder fr the Offer. Custmer Supprt Cisc respnsibilities include: Cisc ServiceGrid Technical Assistance Center (TAC) access 24 hurs per day, 7 days per week t assist by telephne, fax, electrnic mail r the internet with Cisc ServiceGrid use, cnfiguratin and trubleshting issues; Cisc will aim t respnd within ne hur fr all calls received during Standard Business Hurs and fr Severity 1 and 2 calls received utside Standard Business Hurs. Fr Severity 3 and 4 calls received utside Standard Business Hurs, Cisc will aim t respnd n later than the next business day; Managing prblems accrding t their severity level as described belw in this sectin; Access t Cisc.cm. This system prvides the Custmer with helpful technical and general infrmatin n Cisc Prducts as well as access t Cisc s n-line Sftware Center library. Please nte that access restrictins identified by Cisc frm time t time may apply; Wrk-arund slutins r patches t reprted the Offer s sftware platfrm prblems using reasnable cmmercial effrts. Refer t the Sftware Platfrm Maintenance and Upgrades sectin in this Offer Descriptin fr mre details; Escalatin supprt fr incidents invlving a Custmer s Ecsystem Trading Partner prvided that the Custmer s administratr has perfrmed initial triage and validatin f these types f incidents prir t cntacting Cisc fr escalatin supprt n behalf f their Ecsystem Trading Partner. Cisc defines and classifies all supprt and service requests fr the Offer as fllws: Severity 1 means a Cisc ServiceGrid envirnment r applicatin is dwn r there is a critical impact t Custmer s business peratins. The Custmer and Cisc will cmmit full-time resurces t reslve the situatin. Severity 2 means peratin f an existing envirnment r applicatin is severely degraded r significant aspects f the Custmer s business peratins are negatively impacted by unacceptable envirnment r applicatin perfrmance. The Custmer and Cisc will cmmit full-time resurces during Standard Business Hurs t reslve the situatin. Severity 3 means peratinal perfrmance f the envirnment r applicatin is impaired, althugh mst business peratins remain functinal. The Custmer and Cisc are bth willing t cmmit resurces during Standard Business Hurs t restre service t satisfactry levels. Severity 4 means infrmatin is required n the Offer s capabilities, installatin, r cnfiguratin. There is little r n impact t end users and/r Custmer business peratins. The Custmer and Cisc are bth willing t prvide resurces during Standard Business Hurs t prvide infrmatin r assistance as requested. Cntrlled Dc. #EDM Ver: 1.0Last Mdified:1/23/2016 4:15:31 PM This dcument is Cisc Public Infrmatin Cisc ServiceGrid.dc

4 Page 4 f 12 Interruptins f peratin may cause a nn-availability f cntracted features and functinality f the Offer. Generally, interruptins qualifying as Severity 1 incidents wuld include: Cisc ServiceGrid platfrm r service interruptin r failure; and Cnnectin failure t Custmer ITSM system r that f Ecsystem Trading Partner. These types f Severity 1 service interruptins are handled using the fllwing escalatin prcedures detailed belw: 1. Operatinal failure r dwntime is validated by Cisc ServiceGrid TAC Custmer Supprt Engineer. 2. Operatinal Severity 1 issue is lgged and registered. 3. Custmer cntact is infrmed abut the actual status f the failure and the recvery plan. 4. The Cisc ServiceGrid TAC Custmer Supprt Engineer checks the reasn fr and severity f the failure and mnitrs the reslutin f the validated issue. 5. Custmer cntact is updated via and, if requested, Custmer cntact gets a call back frm the Cisc ServiceGrid TAC Custmer Supprt Engineer fr status updates and case reslutin. In the event f undetected issues, Custmer can als cntact the Cisc ServiceGrid TAC supprt htline t reprt the issue. The custmer supprt htline is supprted 24x7x365. Refer t the fllwing link fr the cntact number specific t yur regin: Enquiries can be made via and are answered by qualified Cisc ServiceGrid Custmer Supprt Engineers during standard business hurs (09:00-17:00 Central Eurpe Time zne). All inquiries will be priritized based n the determined level f severity as described abve in the severity definitins. Cisc recmmends that Custmers call the Cisc ServiceGrid TAC supprt htline if they detect (r perceive) a Severity 1 type f issue as described abve. inquiries fr lw severity incidents can be sent t the fllwing address: servicegrid-supprt@cisc.cm The fllwing table summarizes the custmer supprt features fr Custmers: Cisc ServiceGrid TAC Supprt Standard Office Hurs (Central Eurpe Time zne) Severity 1 Cases: System Dwn 24/7/365 via , phne and Web M-F, 08:00-22:00 UTC 24/7/365 Phne Supprt at Cisc ServiceGrid TAC Severity 2-4 Cases: Nn Critical Respnse Time Targets standard hurs (SLOs) Respnse Time Targets after hurs (SLOs) Ntificatins M-F, 08:00-22:00 (UTC) at servicegridsupprt@cisc.cm M-F, 08:00-22:00 (UTC) Web at Severity 1 < 1 Hur (all hurs) Severity 2 < 1 Hur (all hurs) Severity 3 < 1 Hur (all hurs) Severity 4 < 1 Hur (all hurs) Severity 1 < 1 Hur (all hurs) Severity 2 < 1 Hur (all hurs) Severity 3 NBD Severity 4 NBD Cnnectin Mnitring 24x7 ntificatin t designated Custmer cntact(s) Maintenance Windw Status Ntificatin Cisc ServiceGrid Supprt Prtal ntificatin t designated Custmer cntact(s) Ticket Management Online Resurces: Dcumentatin Availability and Perfrmance Reprts 24/7/365 at 24/7/365 at 24/7/365 at Cntrlled Dc. #EDM Ver: 1.0Last Mdified:1/23/2016 4:15:31 PM This dcument is Cisc Public Infrmatin Cisc ServiceGrid.dc

5 Supprt Prtal & Online Dcumentatin The Offer prvides lgin and access t a supprt Web interface lcated at the fllwing Web address: Page 5 f 12 Within the supprt Web interface, the Custmer may track the lgged service requests and has access t service level specific infrmatin including: incidents pen/clsed; custmer service reprts; and technical dcumentatin including features and functins fr the Offer. Sftware Platfrm Maintenance & Upgrades Cisc perfrms necessary the Offer s sftware platfrm maintenance n a mnthly basis and majr prduct releases n a quarterly basis (nrmally every 3-4 mnths) as necessary. Cisc will schedule required maintenance and prvide Custmers with the fllwing ntificatin via Fr Minr release r updates: 2 Business Days Fr Majr release r updates: 10 Business Days Majr releases cntain significant updates t features and functinality and/r bug fixes. Minr releases cntain shrtterm necessary sftware imprvements r ht-fixes. Maintenance and new release updates fr the Offer s sftware platfrm deplyed n the public clud are typically scheduled and executed efterhurs n a weekend. Histrically, minr release r updates result in an average 15 minutes f dwntime. In cntrast, majr releases can take up t 4 hurs but mre typically take a few hurs. Majr releases fr the Offer s sftware platfrm deplyed n the public clud are typically scheduled n a Cisc fiscal quarter cadence (Oct, Jan, April, July). All release dates are estimates and subject t change with ten (10) days ntice fr Majr releases and tw (2) days ntice fr Minr releases. Fr the Offer s sftware platfrm deplyed in a private clud mdel the maintenance and release updates are crdinated directly with Custmer. Regardless f the deplyment mdel (public r private), Custmer must prvide Cisc with specific accunts t be used fr maintenance ntificatins. The fllwing is a general summary f the Offer s sftware platfrm maintenance ntificatin prcedures that Cisc fllws: The maintenance windw is annunced in advance by t the defined Custmer ntificatin accunt with at least 2-business days ntice fr minr releases and 10 business days ntice fr majr prduct release; The defined Custmer cntact is ntified via 30 minutes in advance f the start f the maintenance windw; and Upn cmpletin f maintenance, Custmer is ntified within 10 minutes via . Operatinal Supprt fr Request Fr Changes (RFCs) After Cisc cmpletes all Initial Fulfillment Activities as described in the Service Activatin sectin f this Offer Descriptin, the respnsibility f maintaining Custmer specific settings within the Offer platfrm is handed ver t the Custmer. Fr Custmer wh builds its wn B2B Cnnectins and Wrkflws, additinal peratinal supprt is smetimes requested. These types f supprt requests are treated as Severity 4 supprt issues as defined in the Custmer Supprt sectin abve. The Offer prvides additinal supprt fr the fllwing specific RFCs as part f standard Operatins Supprt: Cpy Wrkflw system - Cpying the settings f ne Wrkflw system int anther Wrkflw system within ne tenant r acrss tw tenants; Create new tenant - Creating a new tenant r dwnlading and uplading a whle existing tenant with imprt f mst data belnging t Custmer such as setups and Wrkflw systems; and Create new Full-Access Prtal User with administrative privileges - Setting permissins and adding the admin user t the needed rganizatin(s). Checking the admin user if he/she is als added t the right queue. Cntrlled Dc. #EDM Ver: 1.0Last Mdified:1/23/2016 4:15:31 PM This dcument is Cisc Public Infrmatin Cisc ServiceGrid.dc

6 Limitatins The fllwing are peratinal supprt limitatins t the Offer in all theaters: Page 6 f 12 Standard supprt fr the Offer is nly prvided when an active subscriptin is in place. Any special supprt arrangements that fall utside f the standard supprt terms as described in this Offer Descriptin will be specific t Custmer s purchase cntract and must be negtiated independently upn purchase f the Offer. Cisc has n bligatin t cntinue t prvide peratinal supprt if the Offer s sftware platfrm was nt used as specified by Cisc specificatins and Cisc reasnably believes that such use caused the errr r anther cause, within the Custmer s cntrl, caused the errr r a defect in the Offer s sftware platfrm. Lcal language supprt: Designated Cisc persnnel will be prficient in English and German and will deliver the Offer in either language per Custmer needs. Any ther language supprt will be handled in a custm (statement f wrk) arrangement, if needed. Onsite Custmer visits: the Offer is delivered via remte Cisc supprt persnnel and des nt include any nsite Custmer visits by these designated remte resurces. Cnnectin and Feature Testing Envirnment Cisc prvides testing envirnment functinality fr Custmers t perfrm B2B cnnectin tests as well as testing custmizatin changes n their specific instance f the Offer. The Custmer s settings (and limitatins) fr the Offer will be reflected in these testing envirnments. The public clud test envirnment runs the same applicatin release as the public clud prductin system. The public clud database will be updated during each majr release (generally nce per Cisc fiscal quarter). Fr thse Custmers with a private clud instance f the Cisc ServiceGrid platfrm the testing envirnment, as well as the database, can be updated upn request by the cntracted Custmer. Fr all Cisc ServiceGrid deplyment mdels (public r private), there is n cmmitted availability and service level fr this testing envirnment. Any testing cnnectins that were set up will nt be maintained after an implementatin prject has ended. Cnnectin Mnitring The Offer s sftware platfrm is actively mnitred by Cisc (24x7x365). Operatinal disturbances are autmatically detected and Cisc supprt peratrs are immediately ntified. An peratinal breakdwn r system failure can be caused by a failure in the Offer s sftware platfrm, a failure caused by the breakdwn in the cmmunicatin t a Custmer r ne f its Ecsystem Trading Partners (i.e. Custmer, vendr, service prvider) r a breakdwn at Cisc ServiceGrid Custmer s system (r ne f its Ecsystem Trading Partners). An peratinal breakdwn is generally defined as: A failure f the Cisc ServiceGrid platfrm; The nn-availability f a Custmer s interface (e.g. messages cannt be sent t the Custmer); r The nn-availability f an Ecsystem Trading Partner interface (e.g. messages cannt be sent t the Ecsystem Trading Partner). Cisc des nt aut-detect r supprt the fllwing peratins failures: Prblems at Custmer side (e.g. messages cannt be sent t the Offer s sftware platfrm); r Prblems at Ecsystem Trading Partner side (e.g. messages cannt be sent t the Offer s sftware platfrm). In the afrementined cases, a ntificatin is sent t Custmer and/r Ecsystem Trading Partner: In case f Severity 1 and 2 by (24x7) r phne (M-F, 08:00-22:00 (UTC); and In case f Severity 3 and 4 by . Data Backups Data Base Fr each prductin platfrm fr the Offer in a data center, the fllwing data base backups are executed autmatically: Daily Data Base (file) backup frm the Data Base Cluster t the platfrm Backup Cluster; Daily Data Base (file) backup frm the platfrm Backup Cluster t a server in a remte lcatin; and Cntinuusly Data Base WAL (write ahead lgs) backup frm the Data Base Cluster t the platfrm Backup Cluster. Cntrlled Dc. #EDM Ver: 1.0Last Mdified:1/23/2016 4:15:31 PM This dcument is Cisc Public Infrmatin Cisc ServiceGrid.dc

7 Page 7 f 12 Data base backups are rganized and stred with seven histrical versins available n a rlling schedule. Cnfiguratin Files OS (Server) Fr each prductin platfrm fr the Offer in a data center, the fllwing cnfiguratin file backups are executed autmatically: Daily Cnfiguratin File backup frm each server t Backup Cluster; and Daily Cnfiguratin File backup frm Backup Cluster t a server in a remte lcatin. Cnfiguratin file backups are rganized and stred with three histrical versins available n a rlling schedule. Platfrm Availability Cisc prvides the Offer s sftware integratin platfrm via SaaS with the defined service deliverables as described in this Offer Descriptin. In additin, Cisc prvides technical dcumentatin n the latest features and functinality f the Offer s sftware platfrm. This technical dcumentatin is available nline at: The Offer s data, prgrams and applicatins are run n high-availability cluster systems. The availability target f the sftware applicatin is 99.95%, which is measured n a 24x7x365 basis. Interruptins caused by the infrastructure f the Custmer, r Ecsystem Trading Partners, d nt cunt against the Offer s sftware applicatin availability service level. Availability is measured by regular requests f nline services and B2B cnnectin interfaces frm several lcatins wrldwide. The Offer s sftware platfrm is regularly updated. This is dne thrugh new applicatin releases (nrmally n a quarterly basis). Releases are nrmally set int peratin during scheduled maintenance windws (see Sftware Platfrm Maintenance and Upgrades sectin). Maintenance windws are annunced in advance and limited t ne maintenance windw per mnth. Nrmally, maintenance windws are planned and executed afterhurs n a weekend. Maintenance windws d nt cunt against the availability service level. New releases are annunced well in advance. Release ntes are published alng with each new release. Cmmn data, e.g. cde tables (cuntry cdes, time znes) r standard setups are maintained centrally by Cisc and can be accessed by all Custmers. The availability and perfrmance f the Offer s sftware platfrm is permanently mnitred and measured by Cisc. Custmers can access specific data nline n the Offer s supprt website including: Perfrmance reprts: 24 hurs, 1 week, 6 mnths Availability reprts: 12 mnths Lad f applicatin server and database server: 24 hurs, 1 week, 6 mnth Security The scpe f the Offer s Security Plicy includes: Defense f the hsted applicatin and data against external attacks; Availability f functins and data; Secure cmmunicatin f data between Custmers, their Ecsystem Trading Partners, and Cisc; Access thrugh Web functins and multi-tenant architecture; and Clear permissin / rle-based access plicy. Althugh Cisc des nt warrant that the Offer s sftware applicatin and its data will be free f vulnerability t intrusin r attack, Cisc des fllw apprpriate security practices t prtect the Offer s sftware applicatin and its data against external attacks and t avid intrusin by segmentating int different netwrk znes that are segregated by rigrus firewall plicies. The cnnectin t the Offer is by means f encrypted cnnectins and requires authenticatin. The table belw describes the transprt methd, authenticatin and encryptin methd utilized. Transprt Methd Authenticatin Encryptin Online via Web (Brwser) Authenticatin via Lgin and Passwrd HTTPS (SSL) Transactin-based via SMTP (Mail) Authenticatin via Mail accunt TLS Cntrlled Dc. #EDM Ver: 1.0Last Mdified:1/23/2016 4:15:31 PM This dcument is Cisc Public Infrmatin Cisc ServiceGrid.dc

8 Transactin-based via http POST Authenticatin via Lgin, Passwrd HTTPS (SSL) Transactin-based via SOAP Authenticatin via Lgin, Passwrd HTTPS (SSL) Transactin-based via SFTP Authenticatin via Lgin, Passwrd SFTP Page 8 f 12 The Custmer selects the passwrd plicy. The passwrd plicy cntains rules fr frmat, cntent and the duratin f validity f passwrds. The passwrd plicy is defined n a cmpany level and is valid fr all users f the cmpany. The passwrd plicy includes: Minimum Passwrd Length Maximum Passwrd Length Maximum Number f wrng Passwrd attempts Passwrd Histry Length Minimum Passwrd Change Interval in Hurs Passwrd Duratin in Days Must Use Capitals Must Use Digits Data In using the Offer, Prtal Users will transmit Service Cases, which Service Cases may include Prtal Users names, jb titles and cntact infrmatin, as well as ther infrmatin that may be cnsidered sensitive (any such names, jb titles, cntact infrmatin r ther sensitive infrmatin, User Data ). This sectin (these Data Terms ) gverns the manner in which each f Cisc and Custmer will prtect any User Data. Custmer s right t use the Offer is cnditined n Custmer s adherence t these Data Terms. In the event f a cnflict between yur Agreement, Cisc s Privacy Plicy and/r these Data Terms, the fllwing rder f precedence applies t the subject matter f this Offer Descriptin: (a) the Agreement, (b) these Data Terms, and (c) Cisc s Privacy Plicy. The Offer will cllect User Data nly in the curse f use f the Offer and will nt cllect any infrmatin when a Prtal User is nt using the Offer. Unless therwise agreed by the parties in writing, User Data will be hsted by Cisc and/r its authrized subcntractrs. Fr purpses f these Data Terms, Privacy Laws are defined as all applicable laws and regulatins relating t privacy r the cllectin, use, strage and ther frms f and prcessing f persnal r cnsumer data, including where applicable guidance and cdes f practice issued by any relevant supervisry authrity. Custmer respnsibilities: a) Custmer has and will maintain a privacy plicy that (i) is available via a link n the landing page f the Custmer s website, and (ii) describes the cllectin and use f User Data generally, including as part f the Offer; b) Custmer will, prir t the submissin f User Data t Cisc, btain cnsents frm every Prtal User as may be required and in such frm as necessary t cmply with applicable Privacy Laws. c) Custmer will nt use the Offer t cllect infrmatin frm children under the age f 13 and will nt use the Offer t create infrmatin requests targeted at children under the age f 13. d) In the cuntries and territries in which Custmer will use the Offer, Custmer will cmply with all applicable Privacy Laws. Custmer acknwledges that Cisc is accessing and prcessing User Data at Custmer s directin and n Custmer s behalf. e) Other than as necessary t prvide the Offer, Custmer will nt use the Offer fr sharing f User Data with third parties withut a Prtal User s Cnsent. Upn Cisc s request, Custmer will cnfirm cmpliance with these requirements by prviding Cisc with a cpy f its privacy plicy and with access t the user screens that Custmer uses t ntify users f its privacy practices and t btain any cnsents t the cllectin and use f persnal data. Cisc respnsibilities: a) Cisc will prcess User Data in accrdance with the agreement, with Cisc s Privacy Plicy, and in cmpliance with applicable law. b) Cisc will nt use, disclse r therwise prcess User Data ther than (i) as reasnably necessary t prvide the Offer, (ii) where instructed r permitted by Custmer, (iii) t exercise r prtect Cisc s legal rights, r (iv) as required by applicable law. c) Cisc will prcess User Data in cmpliance with all Privacy Laws that are directly applicable t Cisc. d) If Cisc uses a subcntractr fr the prvisin f the Offer, such subcntractr will nly prcess User Data subject t a written agreement that cmplies with applicable Privacy Laws with respect t Cisc s use f subcntractrs fr the prcessing f User Data. e) Cisc shall maintain prcedures t detect and respnd t an unauthrized acquisitin f r a security breach ( Data Security Incident ) affecting unencrypted User Data while such User Data is in its pssessin r cntrl. Cntrlled Dc. #EDM Ver: 1.0Last Mdified:1/23/2016 4:15:31 PM This dcument is Cisc Public Infrmatin Cisc ServiceGrid.dc

9 Page 9 f 12 Cisc shall prmptly ntify the Custmer f a Data Security Incident as sn as reasnably practicable after Cisc has becme aware f it and taken necessary and apprpriate steps t cntain and determine the extent f the Data Security Incident. Cisc agrees t prvide reasnable assistance t assist the Custmer in further investigating any such incident, r in prviding ntice as required by applicable law. Upn request by Custmer in writing, Cisc will assist Custmer (i) in cmplying with any User s exercise f rights under Privacy Laws with respect t User Data prcessed by Cisc as part f this Offer and (ii) in cmplying with any inquiry, ntice r investigatin f Custmer s cmpliance with Privacy Laws, prvided that Custmer will reimburse Cisc fr all reasnable csts arising frm any such assistance with cmpliance. Custmer cnsents t Cisc using, disclsing r therwise prcessing User Data: a) as reasnably necessary t prvide the Offer (including sharing User Data with Custmer s B2B Cnnectins), b) t prvide, maintain, and imprve the Offering, c) t exercise r prtect Cisc s legal rights, d) as permitted r instructed by Custmer, and e) as required by applicable law. Custmer als cnsents t Cisc s use f User Data n an aggregated basis fr analytics purpses and t Cisc s disclsure f the results f any such analysis ( Learned Data ), prvided that User Data assciated with specific Users is nt disclsed as the Learned Data. Custmer acknwledges that Cisc is permitted t cmply with all applicable laws t which it is subject, as determined in its sle discretin. Custmer will indemnify, hld harmless and defend Cisc, its affiliates, directrs, emplyees and agents frm and against, and reimburse Cisc and each f such parties with respect t, any lsses, damages, claims, liabilities, csts and expenses (including reasnable attrneys fees and expenses) related t r arising ut f (i) an actual r alleged vilatin by Custmer f Privacy Laws r Custmer s wn privacy plicies, (ii) an investigatin by a gvernment agency (such a cnsumer prtectin agency, industry regulatr r data prtectin authrity) int Custmer s use f the Offer, (iii) breach f any duty wed by Custmer t its Users, r (iv) any breach f any representatin, warranty, cvenant r agreement f Custmer cntained in r made pursuant t this Agreement. Additinal Terms applicable t transactins with Custmer if Custmer is in ne f the Data Prtectin Cuntries nly, where Data Prtectin Cuntries means the Eurpean Unin member states, Nrway, Iceland, Liechtenstein, Switzerland and ther cuntries and territries that have adpted legislatin substantially similar t EU Directive 95/46/EC n the prtectin f individuals with regard t the prcessing f persnal data and n the free mvement f such data: Custmer acknwledges that Cisc will use the Offer t prcess User Data as a data prcessr fr Custmer as such term is used in the data prtectin legislatin f the Eurpean Ecnmic Area member states and, where applicable, equivalent legislatin in ther cuntries and territries ((r as a subprcessr where Custmer acts as a prcessr f its wn end user s data). Custmer will be a data cntrller under the applicable data prtectin laws in relatin t all data made available by it. Custmer cnsents t the transfer f User Data t Cisc and its subsidiaries in the United States prvided that Cisc maintains its certificatin f cmpliance with Privacy Laws applicable t Custmer with respect t transfers f persnal data t cuntries that have nt been deemed t have adequate prtectins fr persnal data. If Cisc uses a subcntractr fr the prvisin f the Offer, such subcntractr will nly prcess User Data as Cisc s subprcessr. With regard t any Data Security Incident, Custmer, as the data cntrller, shall determine whether and when t ntify any individuals r persns (including gvernmental authrities) regarding such Data Security Incident affecting User Data. Ntwithstanding the freging, Cisc is permitted t cmply with all applicable laws t which it is subject, as determined in its sle discretin. Cisc acknwledges that the Custmer may be subject t laws r regulatins applicable t the Custmer s business relating t data privacy, infrmatin security and exprt cntrl (such as Gramm-Leach-Bliley Act, Health Insurance Prtability and Accuntability Act, Health Infrmatin Technlgy fr Ecnmic and Clinical Health (HITECH) Act, Fair Credit Reprting Act, r Office f Cntrller f Currency guidelines) (hereinafter Custmer Regulatins ). The parties d nt expect that Cisc will use r have access t the types f infrmatin cvered under the Custmer Regulatins in a way that wuld require Cisc t becme subject t Custmer Regulatins. While Cisc may nt itself be subject t Custmer Regulatins, Cisc will, upn request, prvide the Custmer with cmmercially reasnable assistance and infrmatin necessary t enable the Custmer t cmply with the Custmer s wn bligatins under any applicable Custmer Regulatins. The parties acknwledge that Cisc is nt agreeing t becme subject t any Custmer Regulatins as a result f this Offer Descriptin (except where such regulatins already apply t Cisc as a result f Cisc s wn business). Invicing Once Cisc has received and accepted the Purchase Order, Cisc will cmplete the Initial Fulfillment Activities t activate the Offer fr the Custmer. Once these Initial Fulfillment Activities are cmpleted the start date fr the term will begin. This start date will trigger invicing fr all service elements included n the Purchase Order. Cntrlled Dc. #EDM Ver: 1.0Last Mdified:1/23/2016 4:15:31 PM This dcument is Cisc Public Infrmatin Cisc ServiceGrid.dc

10 Page 10 f 12 The invicing schedule will be based n the Custmer s preferred invicing terms, as selected, fr the term f the Offer subscriptin. Available invicing ptins include: 100% upfrnt pre-paid, mnthly in advance; quarterly in advance; r annual invicing in advance. Annual invicing is the default if n invicing preference is selected at the time the rder is prcessed. All invices are net 30 payment terms. Subscriptin Terminatin Upn terminatin f the Offer subscriptin, Cisc will de-prvisin the Custmer frm the Offer s sftware platfrm and discnnect all Custmer systems and user access including any related systems and users f Custmer s Ecsystem Trading Partner(s). This de-prvisining and deactivatin may include any/all sftware related t the Offer residing n the Offer s platfrms (including public clud as well as private clud deplyment mdels). Custmer Respnsibilities In additin t any ther Custmer bligatins identified elsewhere in the Offer Descriptin, the prvisin f the Offer als assumes that Custmer shall cmply with the fllwing: By utilizing the Offer t design, test and deply B2B Cnnectins, Custmer acknwledges, agrees and represents t Cisc that it has btained cnsent frm each participating Ecsystem Trading Partner that Cisc is authrized t receive r transmit Service Case infrmatin as applicable amngst the Custmer and the disclsing Ecsystem Trading Partner. Prir t deplying a live B2B Cnnectin, Custmer shall: Crdinate directly with Cisc t activate the live B2B Cnnectin n the Offer s sftware platfrm; and Infrm and btain cnsent frm participating Ecsystem Trading Partner(s) t activate the live B2B Cnnectin. Custmer will be assigned a user ID and a passwrd fr the use f the Offer and Custmer shall prtect the access authrizatin against third-party access and shall immediately mdify the same if a third party may have becme aware theref. Custmer shall ensure the access authrizatin may be used nly by the emplyee t whm it was assigned. Cisc shall nt be liable if a third party uses r abuses the Offer with a user ID assigned t the Custmer. The Custmer shall indemnify and hld Cisc harmless in respect f any damage Cisc may incur as a result frm such use r abuse. Custmer shall nt use any equipment, sftware r ther data which may alter the Offer s sftware r affect the availability f the Offer. Custmer must ntify Cisc f any change t its system requirements in a timely manner befre the cmmencement f the Offer subscriptin term and Custmer is respnsible fr any delay and additinal csts which arise due t any change in its system requirements. Custmer shall make available t Cisc in a timely manner, and free f charge, any dcuments, infrmatin and equipment under its cntrl that may be necessary fr the prvisin f the Offer (such as test data, data fr uplads, rganizatinal structure) and shall prcure in a timely manner any third party cperatin, dcuments r apprvals required fr prvisin f the Offer. Custmer shall prvide all necessary supprt in cnnectin with the implementatin and peratin f the Offer, including granting Cisc emplyees access t necessary premises during regular business hurs as may be required fr the perfrmance f the Offer and granting adequate access t the Custmer s systems (hardware and sftware), and ensuring the cperatin f the Custmer s emplyees as required. If any cperatin r dcument is nt prvided as requested, the delivery and perfrmance dates will be pstpned at least by the perid caused by the delay and the Custmer shall reimburse Cisc fr any wasted r additinal expenses caused thereby. Custmer agrees nt t resell the Offer r t create r ffer derivative versins f the Offer either directly r thrugh a third party. Custmer assumes full respnsibility t back-up and/r therwise prtect all data against lss, damage, r destructin. The Custmer acknwledges that it has been advised t back-up and/r therwise prtect all data against lss, damage r destructin n a regular basis. Supplemental Glssary f Terms fr the Offer Cntrlled Dc. #EDM Ver: 1.0Last Mdified:1/23/2016 4:15:31 PM This dcument is Cisc Public Infrmatin Cisc ServiceGrid.dc

11 Page 11 f 12 B2B Cnnectin cnnects an ITSM applicatin r system t the Cisc ServiceGrid Cre t enable the autmatin f a cntracted prcess including data, attachments and status exchange transactins assciated with a defined wrkflw. B2B Cnnectin Cmmitment is a cntractual cmmitment t subscribe t Cisc ServiceGrid SaaS fr ne r mre B2B cnnectins fr a minimum f ne year t receive up-frnt vlume-based discunted pricing n B2B Cnnectins. Cisc ServiceGrid r the Offer is an integratin platfrm in the clud that seamlessly cnnects Custmers t enable real time multi-party supprt cllabratin fr key Wrkflw prcesses including but nt limited t service request, incident, change and prblem management. Cisc ServiceGrid Cre is a standard cmpnent that prvides a set f well-defined standard definitins t supprt service request, incident, change, and prblem management Wrkflw prcesses. Each Custmer and Ecsystem Trading Partner can leverage Cisc ServiceGrid Cre t create standardized integratin, Wrkflw and data mappings t ther Ecsystem Trading Partners. Data Enrichment refers t varius methds fr enriching the data utilized and/r accessed fr ITSM integratins and B2B cnnectins. These Data Enrichment types include: Batch Data Enrichment: Lad and refresh data frm 3rd party applicatins t supprt Wrkflw prcess integratin requirements n a per data surce basis. Real-Time Data Enrichment: Make real-time, Wrkflw triggered calls t 3rd party applicatins r data stres t supprt Wrkflw prcess integratin requirements n a per data surce basis. Ecsystem cnsists f a Custmer and at least ne Ecsystem Trading Partner cllabrating and managing ITSM Service Cases. The Offer enables Custmers t create and manage tw ecsystem types including: One-t-many - Create, cllabrate and manage supprt interactins between Custmer and ne r mre Ecsystem Trading Partners. Many-t-many - Create, cllabrate and manage supprt interactins between Custmer and multiple Ecsystem Trading Partners. Ecsystem Trading Partner is the general term fr a Custmer s business partner that has an active B2B Cnnectin with the Custmer that is enabled by the Offer. Ecsystem Trading Partners generally include: End custmer has a direct business relatinship with Cisc ServiceGrid Custmer. Managed Service Prvider - has service cntract with Cisc ServiceGrid Custmer and pssibly service relatinships with ther Service Prviders and Vendrs. Service Prvider - has service cntract with Cisc ServiceGrid Custmer and pssibly service relatinships with ther Service Prviders and Vendrs. Vendr - has service cntract with Cisc ServiceGrid Custmer and pssibly service relatinships with ther Service Prviders and Vendrs. End-t-End Cnnectin cnnects Custmer and ne Ecsystem Trading Partner t the Offer s sftware platfrm t enable the exchange f a Wrkflw prcess. The end-t-end cnnectin is a virtual cnnectin f tw Wrkflws bunded tgether by the bject cntract within the Cisc ServiceGrid Cre. Infrmatin Technlgy Service Management (ITSM) applicatins are typically used by Custmer and Ecsystem Trading Partner(s) t execute and manage Service Cases (tickets) internally. Cisc ServiceGrid enables Custmers t integrate and autmate Wrkflw prcesses with Ecsystem Trading Partners by creating B2B cnnectins between their ITSM applicatin and the ITSM applicatin f the Ecsystem Trading Partner(s). Initial Cnnectin refers t the integratin f Custmer s ITSM applicatin and ne Ecsystem Trading Partner s ITSM applicatin t Cisc ServiceGrid Cre t enable the exchange f a Wrkflw prcess. This Initial Cnnectin is, by default, a ne-year SaaS subscriptin cmmitment. Initial Fulfillment Activities are a set f activities that Cisc will cmplete t activate the Offer fr the Custmer. These activities include setting up a Custmer tenant n the Offer s integratin platfrm, creating a Full-Access Prtal User with administrative privileges, setting up a cnnectin testing envirnment, setting up standard reprting features, and ntifying Custmer f the cmpletin f these activities. Lgical Cnnectin is a prvisined Ecsystem Trading Partner cnnectin that leverages a single multi-tenant cnnectin t the Offer s sftware platfrm t supprt the exchange f multiple Ecsystem Trading Partners Service Cases (tickets) with either the Custmer r anther Ecsystem Trading Partner. Prtal Users include: Full-Access Prtal Users having administratr level privileges n the Offer s supprt prtal including the ability t set up and manage ther Full-Access and Basic-Access user prfiles fr their rganizatin. Basic-Access Prtal Users having basic read/write access privileges n the Offer s supprt prtal generally used fr service desk persnnel accessing and editing cntent in Service Cases (tickets) fr their rganizatin. Cntrlled Dc. #EDM Ver: 1.0Last Mdified:1/23/2016 4:15:31 PM This dcument is Cisc Public Infrmatin Cisc ServiceGrid.dc

12 Page 12 f 12 Service Cases are service requests, incidents, prblems, change requests r ther types f Wrkflw prcesses cvered by the service agreement between Ecsystem Trading Partners. Ecsystem Trading Partners create Service Cases via their ITSM applicatin that in turn creates and sends an initial transactin t the Offer s sftware platfrm t initiate a Service Case Wrkflw. Transactins are attributes f Cisc ServiceGrid Cre and relate t the end-t-end lifecycle f Wrkflws. Cisc ServiceGrid Cre standard Transactins include: OPEN; OPEN_INFO; ACKNOWLEDGE; REJECT; UPDATE; PROCESS; HOLD; SOLVE; ASSIGN_PARTNER; CLOSE; CANCEL; ERROR Wrkflws - Service Cases are driven thrugh a pre-defined set f Wrkflw tasks and transactins triggered thrugh a series f updates made by Custmer r Ecsystem Trading Partner. Each update and its data are stred in Cisc ServiceGrid database. Wrkflws are the basic methd t manage Service Cases. Wrkflw Types include: Standard Fur Cisc ServiceGrid Cre standard Wrkflws (including service request, incident, change and prblem management) and twelve Transactins (including pen, pen_inf, acknwledge, reject, update, prcess, hld, slve, assign_partner, clse, cancel, errr) t quickly implement yur multi-party Wrkflw prcess. Custm - Custm integratin Wrkflw built frm scratch using Cisc ServiceGrid features and functins including Wrkflw designer and Wrkflw template library. Wrkflw Elements include: Status Cdes - The list f status cdes Actins The actins leading frm ne status cde t the successr status Cde Tables fr Pririty Cdes, Urgency Cdes, Impact Cdes, Failure Types, Prblem Types, Categries and Severity Cdes Setups - Detail and list setups fr displaying and managing the Service Cases in the prtal Cntrlled Dc. #EDM Ver: 1.0Last Mdified:1/23/2016 4:15:31 PM This dcument is Cisc Public Infrmatin Cisc ServiceGrid.dc