(a)

Setting up the Zendesk account and creating customer users;

(b)

Configuring access for both the Supplier's and Customer's teams;

(c)

Establishing a monthly schedule for Service Reviews;

(d)

Review and refinement of monitoring;

(e)

Review and refinement of backup & DR strategy and tooling;

(f)

Transition of IaC ownership;

(g)

Review of technical debt / backlog;

(h)

Documentation review and refinement; and

(i)

Knowledge handover sessions with Customer or internal teams.

(a)

undue risk would be caused to the Customer’s system;

(b)

additional expertise beyond the scope of Managed Infrastructure is required; and / or

(c)

1 Business Day or more effort or resources from the Supplier is required, in which case the Supplier will initiate the Infrastructure Ticket be managed under a separate Professional Services contract;

(a)

collaborate with the Customer to set up specific alerts, thereafter maintain the alerts and notify the Customer when these alerts are activated;

(b)

monitor various components within the Customer’s Managed Infrastructure, including Compute instances, Kubernetes clusters, networking and Google outages (“Supplier Monitoring”). Where the Supplier Monitoring detects an issue or an anomaly, the Supplier shall log an Infrastructure Incident in the Support Portal. For the avoidance of doubt clauses 3.4 (a) (b) and (c) shall apply to the Infrastructure Incident;

(a)

proactively manage and apply updates, patches, and security fixes at the operating system level to safeguard against vulnerabilities and maintain the security, stability, and performance of systems within the Customer’s Managed Infrastructure. Applications below the operating system level are excluded;

(b)

patch systems on a quarterly schedule, save for when (i) critical patches requiring immediate application before the next quarterly update, or (ii) when there is a Customer request for upgrades or patches outside of the quarterly schedule;

(a)

verify successful execution of backups;

(b)

promptly alert the Customer in case of backup failures;

(c)

restore backups promptly when needed for data integrity and continuity;

(a)

resize and redeploy the Customer’s Managed Infrastructure to increase the level of efficiency from a cost perspective;

(a)

maintain off-the-shelf or custom tooling, Terraform modules, Ansible Playbooks and any platform related utilities or miscellaneous scripts required for managed infrastructure deployments;

(a)

manage configuration for GKE based solutions and any Packer/Ansible associated repositories for use in quarterly patching (GoldenImage);

(a)

automate deployments and implement on-demand cloud environments within the Customer's Managed Infrastructure;

(a)

manage the deprecation of the Customer’s Managed Infrastructure, off-the-shelf or custom platform related utilities to ensure continued operation of the Managed Infrastructure;

(a)

resolve Infrastructure Service Requests that may require code/configuration changes, as well as platform maintenance activities;

(b)

troubleshoot and investigate GCP related issues related to the Customer’s Managed Infrastructure;

(c)

identify, develop, test, and release bug fixes related to the Customer’s Managed Infrastructure; and

(d)

use Google defined best practices for redeploying / reconfiguring infrastructure;