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C O N F I D E N T I A L
Town of Wickenburg
Managed Services Contract
_________________________________________________________________
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C O N F I D E N T I A L
Contents
Account Management Team ............................................................................................... 3
Managed Services Schedule ............................................................................................... 4
Term .......................................................................................................................................................... 4
Termination ............................................................................................................................................... 4
Termination for Convenience. ................................................................................................. 4
Termination for Uncured Material Breach............................................................................... 5
Billing ......................................................................................................................................................... 5
Annual Fee Increase .................................................................................................................................. 5
True-up ...................................................................................................................................................... 5
Additional Services .................................................................................................................................... 6
Contract Authorization ........................................................................................................ 7
Addendum A: Contract Coverage ...................................................................................... 8
Devices & Services Covered ...................................................................................................................... 8
Pricing ........................................................................................................................................................ 9
Monthly Managed Services Fee ............................................................................................... 9
One-Time Services Fee ............................................................................................................. 9
Addendum B: Managed Services Provided ...................................................................... 10
Service Definitions ................................................................................................................................... 10
Support Team .......................................................................................................................................... 14
Technical Team ....................................................................................................................... 14
Client Success Manager (CSM) ............................................................................................... 14
Service Description .................................................................................................................................. 14
Base Offering (Including Escalate-Level) ................................................................................ 14
Remediate .............................................................................................................................. 17
Global Exclusions ..................................................................................................................................... 20
Client Responsibilities.............................................................................................................................. 21
Addendum C: Network Managed Services ...................................................................... 22
Routing & Switching ................................................................................................................................ 22
Devices Supported ................................................................................................................. 22
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Technology-Specific Exclusions .............................................................................................. 22
Security Appliances ................................................................................................................................. 22
Included Services .................................................................................................................... 22
Technology-Specific Exclusions .............................................................................................. 23
Additional Services .................................................................................................................................. 23
Carrier Incident Management ................................................................................................ 23
Client Responsibilities & Exclusions ........................................................................................................ 23
Addendum D: Datacenter Management Services ............................................................ 24
Computing Systems ................................................................................................................................. 24
Technology-Specific Exclusions .............................................................................................. 25
Virtualization ........................................................................................................................................... 25
Technology-Specific Exclusions .............................................................................................. 26
Data Protection ....................................................................................................................................... 27
Technology-Specific Exclusions .............................................................................................. 27
Appendix: Onboarding ..................................................................................................... 29
Client Tasks .............................................................................................................................................. 29
ANM Tasks ............................................................................................................................................... 29
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Account Management Team
Name
Company/Function
Phone
Email
Jerod Adkins
ANM
Account Manager
(480) 385-0642
Jerod.Adkins@anm.com
Noel Atkins
ANM Solutions Architect
(720) 593-5857
Noel.Atkins@anm.com
Notices:
© 2025 ANM All Rights Reserved. This document and its contents are the confidential and
proprietary intellectual property of ANM and may not be duplicated, redistributed or displayed
to any third party without the express written consent of ANM.
Other product and company names mentioned herein may be the trademarks of their respective
owners.
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Managed Services Schedule
This Managed Services Schedule (the “Schedule”) is entered into by and between Advanced
Network Management, Inc. (“ANM”) and the under-signed entity (“Client”). This Schedule is
subject to the terms and conditions of the Master Services Agreement between the
aforementioned parties (“MSA”). Capitalized terms not defined in this Schedule have the
meaning set forth in the MSA. In the event of a conflict between the Schedule and the MSA,
this Schedule shall take precedence.
Term
Initial Term: 10 Months
Effective Date: October 1, 2025
End Date: June 30, 2026
This agreement shall automatically renew for an additional 12 months (each, a “Renewal
Term”) unless terminated as provided below.
Termination
Termination for Convenience.
If Client timely terminates this Schedule for convenience pursuant to Section 12.3 of the MSA
during the Initial Term, the Fees for the remainder of that term will be immediately due and
owing to ANM. If Client timely terminates this Schedule for convenience pursuant to Section
12.3 of the MSA during the Renewal Term, the Fees for the next four (4) months of that term or
the remainder of the Renewal Term, whichever is less, will be immediately due and owing to
ANM. The parties agree that quantifying losses arising from Client’s termination for
convenience is inherently difficult insofar as such termination may impact the resources that
ANM has committed for Client, and further stipulate that the agreed upon sum is not a penalty,
but rather a reasonable measure of damages, based upon the parties’ experience with
managed services and given the nature of the losses that may result from termination.
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Termination for Uncured Material Breach.
If Client terminates this Schedule for uncured material breach pursuant to Section 12.1 of the
MSA, then Client shall not owe ANM for any Fees invoiced after the date that the notice of
breach was provided to ANM. If ANM terminates this Agreement for uncured material breach
pursuant to Section 12.1 of the MSA, then the Fees for the next four (4) months of that term or
the remainder of the then-current term, whichever is less, will be immediately due and owing
to ANM.
Billing
Managed Services will be invoiced on a monthly basis beginning no later than 60 days after
Onboarding has been initiated. All invoices shall be paid according to the terms set forth in the
MSA.
Annual Fee Increase
All recurring monthly Fees for Managed Services on the Addendum shall automatically be
increased by 5% upon each 12-month anniversary of the Effective Date of this Schedule. Client
agrees that ANM may update the Addendum to reflect the annual Fee increase. Client will be
provided a copy of the updated Addendum. The rates reflecting each annual increase in Fees
will be reflected on invoices for Managed Services starting on the first day of the calendar
month that is on or immediately after the applicable anniversary of the Effective Date.
True-up
ANM reserves the right to adjust the Fee based on added or removed Devices or material
changes to the environment in which the Devices operate (a “True-up”). During the Initial Term
and any Renewal Term(s), ANM may conduct a True-up every three (3) months beginning from
the first day of the applicable term and continuing throughout. Client agrees to provide
reasonable assistance during the True-up. At the conclusion of the True-up, Client agrees that
ANM may update the Addendum to reflect the updated Devices, material changes to
environment, and updated Fee. Client will be provided a copy of the updated Addendum. The
new Fee will be invoiced on the first of the month that is immediately subsequent to 30 days
after the date of the updated Addendum.
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Additional Services
If Client requests additional services, ANM has sole discretion to determine if the services are
classified as Managed Services or Services. Additional Managed Services will be addressed
through the True-Up process. Additional Service Hours that are out of scope of Managed
Services will be performed by ANM at its then-current hourly rates, subject to resource
availability. Additional Service Hours shall be billed monthly in arrears, subject to the payment
terms set forth in the MSA. The current rates for Additional Service Hours are as follows, but
remain subject to change and will be provided to Client at the time of the request for Additional
Services:
Resource Type
Normal Business Hours (M-F,
8-5 MT)*
Afterhours/Holiday Rate
Level 1
$195.00
$292.50
Level 2
$250.00
$375.00
Level 3
$315.00
$472.50
Architect (CCIE or Equivalent) $380.00
$570.00
Level 5 – SIA
$475.00
$712.50
Project Management
$275.00
$412.50
• Normal Business Hours are Monday through Friday 8 am to 5 pm MT. ANM also
maintains 9 holidays annually that are not considered Business Days.
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Contract Authorization
This contract is subject to the terms and conditions of the Master Services Agreement and
Managed Services Schedule between ANM and the undersigned party (collectively, the “MSA”).
Pursuant to the Managed Services Schedule, ANM may update this contract following a True-up
or to reflect any annual fee increase set forth in the Managed Services Schedule. Capitalized
terms not defined in this contract have the meaning set forth in the MSA. Following each
update, the above subtitled versioning will be incremented (e.g., Version 2, Version 3, etc.). The
most recent contract supersedes all prior versions and becomes effective on the date set forth
in the Managed Services Schedule.
By signing below, each Party acknowledges that it has carefully read and understood, and
agrees to be bound by the terms of this Agreement.
ANM
Client: ______________________
____________________________
____________________________
Signature
Signature
Name: ______________________
Name: ______________________
Title: ________________________
Title: ________________________
Date: _______________________
Date: _______________________
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Addendum A: Contract Coverage
Version 1.0 – Initial Document
This addendum will be periodically updated when true-ups occur and will provide updated
device and service coverage and/or pricing. In this original contract, this addendum is
considered Version 1. Subsequent true-up addendum versioning will be increments (Version 2,
Version 3, Version 4, etc.) and will contain the date it becomes effective and replaces any
previous version.
Devices & Services Covered
The Managed Services are provided for the Devices & Services listed below. If during a True-up
there is a need to change these Managed Services, those changes will be listed in the updated
version of the Addendum. Client acknowledges that other services set forth in any documents
other than the most current Addendum will not be part of this Agreement. Client shall verify
that the most current Addendum provides a complete and unambiguous description of the
Managed Services that it requires.
Network Managed Services - Service Tier: REMEDIATE
Infrastructure
Quantity
Meraki MX - Medium (84, 95, 100, vMX100)
1
Meraki MX - Small (64, 67, 68, 75)
4
AWS Networking
1
Meraki Layer 2 Switches - Small (120, 125)
12
Meraki Layer 3 Switches - Medium (210, 225, 250, 350, 355, 390)
2
Carrier Incident Management (per circuit)
14
Datacenter Managed Services - Service Tier: REMEDIATE
Infrastructure
Quantity
VMware vCenter
1
VMware ESXi - Managed
1
EC2 Instances
2
Backup Software – Veeam for PD
1
VMs Included in Backups – Veeam for PD
5
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Datacenter Managed Services - Service Tier: ESCALATE
Infrastructure
Quantity
Windows OS
11
Standalone Server Hardware
4
Pricing
The Fee for the above-described Managed Services shall be as indicated below plus any
applicable taxes:
Monthly Managed Services Fee
Network Managed Services
$2,958.46
Network Base Fee
$2,958.46
Data Center Managed Services
$2,534.53
Data Center Base Fee
$2,109.91
Data Center Add-On: Escalate for Windows and Server Hardware
$424.62
Total Monthly Fee:
$5,492.99
One-Time Services Fee
Onboarding Fee
$7,500
Total One-Time Fee:
$7,500
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Addendum B: Managed Services Provided
Version 1.0 – Initial Document
This addendum will be periodically updated when true-ups occur and will provide updated
device and service coverage and/or pricing. In this original contract, this addendum is
considered Version 1. Subsequent true-up addendum versioning will be increments (Version 2,
Version 3, Version 4, etc.) and will contain the date it becomes effective and replaces any
previous version.
Service Definitions
“Impact” (Incident) refers to the breadth of the business impact and potential damage to the
business caused before the incident is resolved. The initial impact is predefined from the
alerting tool based on the type of alarm received or by ANM Service Desk based on Client-
provided information.
High: Incident affecting entire company, multiple sites, and/or critical services
Medium: Incident affecting multiple users or non-critical services
Low: Incident affecting one or fewer users
“Urgency” (Incident) is the extent and measurement of how quickly the incident needs to be
resolved. The initial urgency is predefined from the alerting tool based on the type of alarm
received or on Client-provided information.
High: Urgent Response, the business cannot complete critical operations
Medium: Respond as soon as possible, the business cannot complete non-critical
operations
Low: Immediate response not needed, minimal or no impact to business operations
“Priority” (Incident) is determined based on a matrix combining the impact and urgency of the
Incident.
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P1 or Priority 1 – Critical business systems and services are interrupted. Multiple
locations and business units are impaired. Affected systems cause major business
interruption.
P2 or Priority 2 – Secondary business systems and services are interrupted. A single
department or location are impaired, or a significant business service is unavailable.
Affected systems cause minor business interruption.
P3 or Priority 3 – Low impact to business services. Access to a non-critical business
service(s) is interrupted.
P4 or Priority 4 - Minimal impact to business services. Single user issue and or a general
break / fix incident with no or minimal business interruption.
P5 or Priority 5 – Business operations remain functional. Informational or scheduled
service request.
Priority
Impact
Urgency
High
Medium
Low
High
P1
P2
P3
Medium
P2
P3
P4
Low
P3
P4
P5
“Acknowledge Time” is the amount of time elapsed between Client initiation of an issue via
phone call, portal, or email, or the time ANM Managed Services detects a fault, and the time
ANM Managed Services creates an Incident Report and alerts Client an Incident has been
created.
“Response Time” is the amount of time elapsed between Client initiations of an issue, or the
time ANM Managed Services proactively detects a fault, and the time an assigned ANM
Managed Services Engineer connects to the system, or otherwise contacts client, and begins
remote diagnosis and troubleshooting.
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“Business Days” are Monday through Friday, excluding ANM holidays.
“Business Hours” are 8am to 5pm Mountain Time.
“Holidays” are well-known public holidays. ANM observes 9 United States holidays every year,
which are treated as non-business Days. ANM will provide notice to the client of the annual
holiday schedule as well as provide notice at least one week before a scheduled holiday.
“Standard Change” is a change that has been verified to have no impact on operations and is
defined as a template. Standard Change templates can be created and submitted for approval.
Standard Changes do not require peer review or manager approval. Examples of standard
changes include router hostname changes and voicemail password reset requests.
“Normal Change” is an approved change executed at a specific time and with an expected
outcome. The change adheres to the Change Request Process. Manager approval is not
required, peer review is required. Examples of Normal Changes are creating site to site VPNs or
the reboot of Call Manager servers.
“Emergency Change” is a change required to remediate an incident or problem of the highest
priority that can be defined in an organization. Emergency changes are defined as changes that
need to be evaluated, assessed, and either rejected or approved in a short period of time with a
shortened Change Request Process. Manager approval is not required, peer review is required.
Examples of Emergency Changes are updating permitted VLANs on a trunk link or resetting the
MGCP service on a voice gateway.
“PSIRT” or Cisco Product Security Incident Response Team is a dedicated, global team that
manages the receipt, investigation, and public reporting of security vulnerability information
that is related to Cisco products and networks.
“CVE” or Common Vulnerabilities and Exposures system provides a reference-method for
publicly known information-security vulnerabilities and exposures.
“Vulnerabilities” are defined as a defect reported by a manufacturer that has the potential to
affect the overall security of the device/system and typically resolved with a software
workaround or a patch issued by the manufacturer.
“Software Bug” or “Bug” is an error, flaw or fault in a system or design that can cause it to
produce an unexpected result or behave in an unintended way.
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“Minor Upgrade” is a vendor‑issued maintenance or point release that
a) increments only the second, third or later digit of the version number (e.g.,
17.3.x → 17.4.x or 17.3.4 → 17.3.5)
b) does not introduce new features or licensing requirements
c) is designated by the vendor as a “maintenance,” “bug‑fix,” or “patch” release
Designation of a minor or major upgrade may differ by vendor. Determination is performed by
ANM.
“Major Upgrade” is a vendor‑issued release that
a) changes the first of the version number (e.g., 17.x → 18.x)
b) introduces new functionality, architectural changes, or licensing
c) is designated by the vendor as a “major,” “feature,” or “long‑term support (LTS)”
release
Designation of a minor or major upgrade may differ by vendor. Determination is performed by
ANM.
“Caveat” is a warning or caution that is given for a product.
“Patch” refers to a set of changes to a computer program to update, fix, or improve it
“MACD” is a type of service request and is defined as a move, add, change or deletion to a user
or configuration element. These MACDs are specific to the operation and functionality within
the existing covered applications or devices. MACD is an activity on an individual element that
meets these requirements:
• Is not part of a project
• Is not an upgrade or implementation of new global feature addition
• Does not require planning or design
• Does not require any physical change
• Is not part of multiple changes to a configuration element
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Support Team
Technical Team
ANM’s Managed Service team is based on a multi-tiered technical support model. Service
requests, incidents, problems, and changes are managed through this model. All events are
submitted through the portal, e-mail, or phone call. ANM’s Service Desk triages the event and
as needed assigns to the appropriate engineer within the team based on skillset needed and
priority.
Client Success Manager (CSM)
The CSM is the overarching client advocate and handles the business relationship with the
client. Their job is to ensure the services ANM is delivering are in line with this contract and the
client’s expectations. They also serve as a single point of contact for the client and can facilitate
escalations when needed.
Service Description
The below service descriptions are cumulative and build upon each other based on the tier of
service the client has with ANM. The services provided below are consistent across all managed
services. Technology-specific services can be found in the appendix of this contract, where
applicable.
Base Offering (Including Escalate-Level)
Advanced Monitoring
ANM monitoring is controlled by ANM personnel and systems. Collectors are deployed within
the client’s environment, or connected to cloud applications from the ANM environment, and
are used to collect metrics based on the client’s unique infrastructure elements covered in the
agreement. All alerts, thresholds and visualization are maintained by ANM. Client input is
welcome, but any requested changes must be evaluated by ANM for security, operational
efficiency, and impact on other clients before the changes will be accepted or deployed.
ANM Managed Services performs the following, identified through Advanced Monitoring:
• Event identification, logging, and management
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• Groups related events into a single incident to reduce noise
• Prioritizes Incidents based on impact and urgency
• Escalates incidents per Client notification procedures
Automated Alerting and Notification
The ANM IT Ops Platform will notify the appropriate parties via pre-defined programmatic
notifications in the event it detects an issue has occurred. Mutual definition of alerting will
occur during the onboarding period.
Monitoring Portal
The client will be provided access to ANM’s web-based Monitoring Portal, allowing them to
review the current status of managed CIs and review historical monitoring information.
24x7 Service Desk Access
ANM’s Service Desk is the central point-of-contact to ANM Managed Services for daily support
activity. It is also a main point of contact for reporting incidents and for clients making service
requests. ANM’s Service Desk team is available 24 hours a day, 7 days a week for Priority 1 or
Priority 2 incidents. The client may communicate incidents to the Service Desk via portal, e-
mail, or phone call. Note that all P1 and P2 Incidents must be opened via phone call. Client-
personnel contacting the ANM Service Desk must be authorized to do so as defined in the Client
on-boarding process. Client personnel authorized to contact the ANM Service Desk must be
qualified to interact on a technical basis at a level required to support efforts by the Managed
Service.
Online ITSM Portal
ANM Managed Services includes a Web-based Management Portal. The Client Portal is
remotely accessible by Clients and provides access to key information and services with respect
to their Managed Services. The capability includes:
• Facilitating communication with the Managed Services Team
• Viewing progress of service activities and the level of service being delivered
• Viewing, creating, and updating Incidents and Requests
• Viewing status of managed and monitored devices under contract
• Generating reports for managed and monitored-only devices under contract
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Incident Response SLAs
ANM provides the following Service Level Agreements (SLAs) on devices listed in Addendum A
of the client’s Managed Services Contract. SLAs are specifically aligned to incident priorities and
the respective response times. ANM categorizes each incident, assigning a priority reflecting
the level of adverse impact to Client systems and business. Priority provides a reasonable and
accurate reflection of the number, complexity, and business impact of systems affected.
The priority of an event or incident is determined by evaluating the impact and the urgency.
SLA TARGETS
Response
P1
Priority 1
24x7
45 Minutes
P2
Priority 2
24x7
60 Minutes
P3
Priority 3
Standard
Hours
1 Business day
P4
Priority 4
Standard
Hours
2 Business
days
P5
Priority 5
Standard
Hours
4 Business
days
CMDB Management and Reporting
The Configuration Management Database is maintained by ANM and integrated with our event
management and advanced analytics systems. This allows ANM to maintain relationships
between the configuration items (CIs) in the Configuration Management Database (CMDB) and
all incidents, problems, changes and other support services related to the CI. This feeds the
CMDB reporting function, helps with troubleshooting and provides audit capabilities related to
the Client resources under management.
In addition to CMDB Management, ANM will provide reporting based on the CMDB and CI
information to help the client be more proactive with their asset management.
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Business Reviews
ANM’s Client Success Manager hosts a Business Review on a Quarterly basis. The goal of ANM’s
business review is to review the following:
• General account & relationship overview between ANM & the client
• Ongoing & upcoming client projects
• Business changes to the client
• ANM Platform usage
• Review any reporting provided in the base & advanced reporting packages
• Review SLA goals and metrics
• High-level incident review from the previous quarter
• Review proactive system health check results & findings
• Review any security vulnerabilities identified
• Review circuit capacity, if included in the contract.
• Document client goals for the upcoming quarter and review client success
requirements.
ANM will make every effort to include any additional client-requested data in the business
reviews within reason. Any requests that require custom reporting or development may require
a further scope of work to implement.
Remediate
For resources in the Remediate tier, in addition to the service descriptions in the base offering,
ANM support personnel will troubleshoot and remediate the incident according to the ANM
incident management process and client engagement runbook. Remediation services at this
level include restoring the covered device/application to its previous functioning state or
implementing a workaround. Any continued Client notification, escalation, and communication
will follow the ANM incident management process and client communication rules.
Incident Management / Resolution
ANM’s Incident Management notifies client of Incident, according to the notification matrix and
begins resolution activities. ANM remotely manages the Incident according to the Response
SLA.
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Service Resolution
• Performs troubleshooting and remediation activities following Change Management
procedures.
o Configuration changes
o Applies patches to remediate an Incident or Problem
o Remotely assists client onsite personnel when onsite activities are required
o Interacts with third-party support providers (e.g., CI manufacturer support)
o Facilitates failed hardware replacement
• The incident is closed by ANM or client upon validation of issue remediation and the
systems return to the previous operational state.
• The case may be left open for a prescribed period while operational stability is being
assessed.
• Complete detail for open and closed tickets resides on the client portal and is used to
support Incident Management and Problem Management processes.
Service Request Management
Service Requests can be submitted to the ANM Managed Services team through the Client
Portal. Service Requests, in most cases, have low Impact and Urgency, such as MACDs, Standard
Changes, password changes, or requests for information.
Change Management
Change Management is a service element that supports the Incident, Request and Problem
Management processes. Change Management ensures changes to managed CIs are evaluated,
coordinated, and communicated to the affected parties to minimize adverse impact on the
client environment. If the Client has a defined process, then ANM will integrate into that
Change Management Process.
Root Cause Analysis
Root cause analysis of recurring incidents that relate to a systemic underlying problem is
created by the ANM team when they suspect there is a fix that could eliminate future incidents
of the type in question. The team will utilize the event management system and/or other client
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data to help find the root cause to remediate the underlying problem thus avoiding future
incidents of this type.
Advanced Reporting Package
The Advanced Reporting package allows the client to request up to 10 custom reports per year
from our systems management platform. These could pertain to technical or business level
reports beyond our standard package we deliver to all clients. This tier of service also expands
reporting into Problem, Change, and Service Request Management.
Examples of reports:
• System Utilization
• Traffic Analytics
• Critical Interface Statistics
• Incident, Problem, Change, and Service Request trending by service area over time
• Incident, Problem, Change, and Service Request by priority
• Incident, Problem, Change, and Service Request by engineer worked
Proactive System Health Checks
The ANM Managed Services team performs Proactive System Health Checks on a [quarterly]
basis, as described below. The goal of ANM’s health check is to review the following:
• Overall system health related to device utilization
• Current errors & problems
• Any manufacturer identified security vulnerabilities
The specific checks included will be dependent on the particular technologies under
management, as well as other environmental factors. ANM will make every effort to include
client-requested checks in the proactive system health checks within reason. Any requests that
require custom reporting or development may require an additional scope to implement. The
scope of the proactive system health checks is subject to change without notification as ANM
makes technology and process improvements.
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Security Patching
ANM will apply vendor patches that remediate security vulnerabilities rated Critical or High
(CVSS v2/v3 ≥ 7.0) when those vulnerabilities are identified during a proactive system health
check or are reported by the Client or the vendor, provided the fix can be implemented via a
Minor Upgrade.
ANM does not proactively review Bugs or Caveats. If a caveat were to result in a Bug being
identified, then ANM will work with the client to remediate the bugs that are service impacting.
Updates to address security vulnerabilities are capped at once per calendar year per supported
device. Updates, patches, or upgrades applied to address bug remediation or for other reasons
outside of security vulnerabilities do not count towards this cap.
Global Exclusions
Requests for items not listed in the scope of this document will be billed separately. Unless
specifically included, some examples include:
• New build or redesign work – net-new infrastructure, applications, features, or material
design changes, including the stand-up or modification of services not already covered.
• Project-based activities – any implementation, migration, troubleshooting, or other
tasks delivered as part of a distinct project outside day-to-day operations.
• Custom development – platform-specific requests, programming, scripting, or API
integrations unique to a Client environment.
• Third-party integrations & non-standard tooling – connecting external solutions or
Client-owned monitoring systems to covered devices/services.
• Tailored artefacts & data maintenance – customized reporting, upkeep of contact lists,
or other documentation beyond standard deliverables.
• Client-initiated patches & lower-priority CVE remediation – feature-driven patching or
remediation of medium-severity (or lower) vulnerabilities
• Major-upgrade remediation – patches or bug fixes that require a Major Upgrade
release to install.
• On-site services – any work performed at a Client location unless expressly included in
this Contract.
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• Unsupported devices – hardware or software that the original manufacturer no longer
supports (therefore excluded from security patching).
• Continuous vulnerability management – proactive discovery or mitigation of
vulnerabilities outside the scheduled health checks, unless specifically added to scope.
Client Responsibilities
ANM will assist with providing direction as it relates to properly maintaining licensing. The
client is responsible for ensuring that any support or software licensing remains in compliance
and is being maintained.
ANM will assist with providing direction as it relates to configuration on the 3rd party device
with best effort only. The client is responsible for the 3rd party device configuration and
necessary support agreements from the OEM.
In certain situations, a device or infrastructure could be a multi-purpose device/application.
The client is responsible for ensuring the shared purpose will not be impacted prior to the
change. Any unforeseen impact is the responsibility of the client to address. (e.g. wireless card
in a voice gateway, windows machine hosting an application.)
Client is required to authorize dispatch of any vendors needed to assist with issue resolution,
e.g., Carrier Services engineer
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Addendum C: Network Managed Services
Version 1.0 – Initial Document
This addendum will be periodically updated if service coverages within this contract change. In
this original contract, this addendum is considered Version 1. Subsequent true-up addendum
versioning will be increments (Version 2, Version 3, Version 4, etc.) and will contain the date it
becomes effective and replaces any previous version.
Routing & Switching
Devices Supported
ANM supports device software as well as all available network related features on the below
device types. Device configurations will be backed up and tracked.
• Cisco Routers
• Cisco and Meraki Switches
• Cisco Nexus Switches
• AWS networking
Technology-Specific Exclusions
Requests for items not listed in the scope of this document will be billed separately. In addition
to those listed in the sections above, some examples include:
• Patching and updates for any router that is used for both voice and network, unless the
router is covered by both Managed UC and Managed Network
• DHCP and VLAN MACD for devices not covered by Managed Network
• Creation of new 802.1x, client profiling, or client authentication policies.
• Wireless surveys
Security Appliances
Included Services
ANM supports device software as well as all available network-related features, including:
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• Management & troubleshooting of firewall rules
• Simple MACD for firewall rules and zones
• Management of site-to-site VPNs
• Remote access VPN management & troubleshooting
Technology-Specific Exclusions
Requests for items not listed in the scope of this document will be billed separately. In addition
to those listed in the sections above, some examples include:
• Creation of complex new rules using advanced security settings, including URL filtering,
malware detection, and threat detection.
• Quality of service support, traffic shaping, and prioritization of the network
• Security event monitoring or incident response
Additional Services
The following services will be provided in addition to those listed above.
Carrier Incident Management
The Carrier Incident Management services provides proactive alerting and service restoration
for critical PSTN/WAN/Internet services through ANM Advanced Monitoring mechanism. When
an alert is generated, or service has been reported by the client as degraded, ANM will
troubleshoot the device and contact the phone provider for PSTN/WAN/Internet Services. Once
ANM has been fully authorized by the client with a Letter of Authorization to the provider, ANM
will interact directly on the client’s behalf to engage the provider to aid in troubleshooting and
restorative efforts to remove the impact to service. The client is responsible for the contract
and associated coverage with the provider. This add-on does not include the addition, changing,
or provisioning of Carrier services.
Client Responsibilities & Exclusions
Requests for items not listed in the scope of this document will be billed separately. Some
examples include:
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• Vendor-managed network infrastructure (E.g., Cox wireless)
• Carrier Incident Management unless specified in the contract
• New circuit or site turnups
• QoS support, traffic shaping and prioritization of the network
• Network management & visibility tools such as, but not limited to, SolarWinds, Cisco
DNA Center, Cisco Prime, ThousandEyes, and AppDynamics may be used to aid in
troubleshooting, however direct management of these tools is not in the scope of this
contract unless specifically called out.
• Configuration & management of authentication sources including but not limited to
LDAP, RADIUS, TACACS, Windows NPS, Cisco ACS, and Cisco ISE are not in the scope of
this contract unless specifically called out.
• New Mobile Device Management (MDM) policy
• Changes to end-user devices resulting from network incidents
• Management of underlying hardware on virtualized devices is not in the scope of this
contract unless specifically called out.
Addendum D: Datacenter Management Services
Version 1.0 – Initial Document
This addendum will be periodically updated if service coverages within this contract change. In
this original contract, this addendum is considered Version 1. Subsequent true-up addendum
versioning will be increments (Version 2, Version 3, Version 4, etc.) and will contain the date it
becomes effective and replaces any previous version.
Computing Systems
Support for datacenter computing hardware platforms running virtualized or bare metal
workloads. Services for rack, blade, hybrid server/storage, and hyperconverged computing
platforms available.
Services include support for:
• Detection of proactive and reactive hardware or power failures
• Ownership of hardware vendor escalation and RMA process
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• Coordination with vendor or customer remote hands for hardware repairs
• Monitoring and notification of environmental sensor anomalies
• Firmware lifecycle management and updates
• Performance and capacity forecasting
• Operational best practice analysis for management interfaces and computing policies
Technology-Specific Exclusions
• On-site hardware component replacement, cabling, and racking
• Deployment and installation of hypervisor or operating system on new or existing
hardware
• Reinstallation, recovery, or reimaging of operating system or hypervisor
Virtualization
Managed services for infrastructure designed to run virtual workloads that extend the
capability of your datacenter hardware investments. Services for hypervisors, hypervisor
management systems, software-defined networking and storage, as well as related
hyperconverged infrastructure components. Support for infrastructure running in cloud or
hybrid environments is also available.
Services include support for:
• Advanced troubleshooting of hardware, networking, and performance issues
o Visibility and review of related managed compute, storage, and network devices
o Single point of contact for escalation and ownership of vendor support cases for
all related managed devices
• Proactive detection of potential points of failure or pending issues
o Growth of aging VM snapshots
o Overprovisioned storage at risk of failure
o Hardware failures and environmental issues
o Standalone hypervisor systems and auto-stop/start settings
• Workload optimization and load balancing
o Review best practices and recommendations for efficient workload distribution
and resource utilization
o Review optimal configurations for high availability
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• Administration of hypervisors and hypervisor management systems
o Role-based access control management
o User & group permissions
o Identity source management
o Core network service configurations
o Events and alarm definitions
o License application and updates
• Lifecycle management
o Software updates & vulnerability management
o Driver, plugin, and component updates
• Virtual infrastructure configuration changes
o Provisioning or change of network segments, VLANs, and related virtual
networking components
o Provision and configuration of new datastores or volumes
o End-to-end provisioning available with related managed compute, storage, and
network devices
• Detection of proactive and reactive hardware or power failures
o Ownership of hardware vendor escalation and RMA process
o Proactive removal of affected hypervisor to prevent further outages or HA
events
• Proactive review of best practice optimization opportunities
o Review of powered-off VMs, orphaned, and unused copies of VM disks and data
o Review of network uplink redundancy and configuration consistency
o Review of underutilized storage and cleanup opportunities
Technology-Specific Exclusions
• Full scope of services requires managed services of the virtual infrastructure hardware
and storage system
• Deployment and installation of new hypervisors, virtual infrastructure management
software, or guest virtual machines
• Reinstallation, recovery, or reimaging of hypervisor outside of a covered event from a
hardware failure or otherwise noted in the contract
• Major reconfiguration of virtual infrastructure, such as the implementation of disaster
recovery site, major topology changes, or relocation of virtual infrastructure
• Large-scale VM migrations between datastores, sites, clusters, or cloud environments
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• Disaster recovery design, testing, or planning
• VM image or template development, modifications, or deployment
• Operating system monitoring, support, or plugin deployment to guest virtual machines
Data Protection
Provide services to ensure workloads and data are protected and available for recovery as
required within the scope of implemented data protection strategies.
Services include support for:
• Backup software and platforms protecting virtual machines, physical servers, file
systems, SaaS data, and application workloads
• Configuration of backup job scope, schedule, and retention
• Monitoring of backup results and remediation of backup failures
• Operational best practice configuration to achieve optimal backup job performance,
optimization of consumed backup storage, and RPO
• Configuration of secondary copies, tiered archives, and immutable backup settings
• Recovery of data including virtual machines, virtual disks, files and folders, supported
application objects
Technology-Specific Exclusions
• Non-Veeam backups
• Requires managed services of the supporting backup environment including physical
server, backup storage target, and backup infrastructure support systems
• Full scope of services requires managed services of the protected virtual infrastructure,
physical server, or storage infrastructure
• RPO & RTO values are not guaranteed with an SLA and are strictly limited to the original
design of the backup software, storage, hardware, and network infrastructure involved
in the backup architecture
• Major recovery from a widespread malware or ransomware event will require additional
paid services to ensure the full scope of the incident is mitigated
• The scope of data recovery validation is limited to the subset of recovered files or
systems and does not include data, operating system, or application validation
• Replication, migration, or disaster recovery
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• Major reconfiguration of a recovered system due to change in location, platform, or
hardware. (e.g. physical to virtual, on-prem to cloud, or between hypervisor
technologies)
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Appendix: Onboarding
The following on-boarding tasks are performed at contract inception.
Client Tasks
• Provides emergency contact escalation procedure
• Provides unique (ANM use only) full administrative (root/enable) credentials for
managed equipment
• Provides space/resources for deployment of ANM management systems
• If required, provide SMTP relay capabilities for e-mail only notifications
• Permits needed communications for ANM management systems to communicate back
ANM
• Permits needed communications between ANM management systems and the managed
client systems
• Provides Change Management Procedures
• Provides mutually agreed upon remote access from the ANM NOC to the managed
environment
• Provides copies of active maintenance agreements with all vendors of resources under
ANM coverage. In case of hardware failure ANM will work with Client and hardware
vendor to replace and configure new hardware. ANM is not responsible for providing
replacement hardware. Client is required to maintain active maintenance agreements
with all vendors.
• Client is responsible for providing all onsite support needs
ANM Tasks
• Configures and deploys ANM management systems, and tools to support client
• Build ANM documentation
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• Defines and document maintenance procedures
• Configures monitoring platform including urgency/impact threshold on all sensors
Integrates client Change Management Procedures into ANM's client specific procedures.
Any security vulnerabilities that are identified on contracted equipment and devices during
client onboarding will need to be addressed prior to go live for support. Remediation work that
exceeds 8 hours will need to be scoped as a professional services engagement and is considered
outside the scope of the Managed Services contract.