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Statement of ServicesServiceNow Managed Services

Contents1.Introduction .32.Services Elements .33.Scope of Services .33.13.1.1Core .3ServiceNow availability monitoring .43.1.2 ServiceNow platform upgrades .43.1.3ServiceNow security patches .43.1.4ServiceNow Cloning .53.1.5ServiceNow instance review .53.24Advanced .53.2.1Virtual administration .53.2.2Technical support .6Reports .6Appendix A. : Service Level Objectives .7Appendix B. : Client Requirements .8

1. IntroductionCDI’s Managed Services for ServiceNow is designed to provide Clients with a comprehensive suite of 24 x 7platform availability monitoring, as well as platform maintenance, administration, and support.2. Services ElementsCORE: The CORE managed services package for ServiceNow will help ensure your instance is online, up to datewith the latest features and security patches, and in alignment with ServiceNow technical best practices. Theoffering was designed to provide ServiceNow customers with a packaged solution that will take the burden ofplatform upgrades and maintenance off their hands.ADVANCED: The ADVANCED managed services package for ServiceNow will help your company achieve successusing ServiceNow. The offering was designed to provide ServiceNow customers with resources available for virtualadministration and technical support services. Our team of virtual administrators will assist with moves, adds, andchanges to system and workflow configurations and provide technical support and end to end case managementfor any issues.Scope Of Services and Technology OfferedCORE ADVANCED Platform quarterly security patches Quarterly platform reviews (preventative maintenance) 7x24 platform and related infrastructure availability monitoring and notificationPlatform version upgradesVirtual administration services, including moves, adds, and changes (MACs)Platform support services, including3rdparty escalation to ServiceNow Any items not explicitly covered within this document are considered out of scope. We will review new requests or questions received fromcustomers and add clarifications or define the items explicitly in the SOS documents.3. Scope of ServicesThis document specifies the scope and schedule of the services delivered within the Managed Services agreement.3.1 CoreThe included CORE services are described at a high level in the table below.CORE ComponentDescription of Scope of Services ServiceNow AvailabilityMonitoring ServiceNow PlatformUpgradesServiceNow securitypatches 7x24 monitoring and notification of events for the ServiceNow URL (1 URL percontracted instance)7x24 monitoring and notification of events for the corresponding ServiceNow MIDserver infrastructure7x24 monitoring and notification of events for critical customer network infrastructurethat is positioned between the MID server(s) and the ServiceNow SaaS instances1 instance upgrade per year per contracted instanceDeployment and testing of security patches, performed quarterly per contractedinstance

Quarterly instance review, inclusive of the following: ServiceNow InstanceReviews 3.1.1Review of instance activity, engagement with CDI, etc.Documented findings and recommended improvements to workflow, configuration,and processFormal executive presentation delivered with our findings and recommendations, asappropriateAccess to a ServiceNow expert onsite for a full day during each review for Q&A,architecture, guidance, etc.ServiceNow availability monitoringFor CORE, CDI monitors the infrastructure components listed below:Mid-Server Operating SystemsCritical Network InfrastructureWindows Operating SystemDevice Availability: Up/DownEdge network devicesEdge router(s): Up/DownDevice Health: (CPU, Memory and Disk Utilization)Switch(s): Up/DownWindows Services: Up/Down (Default: All services with start-up type“Automatic”)Windows Event Logs: Critical Application, System LogsServer Hardware Monitoring: Disk, Memory Modules, ChassisTemperatureFirewall(s): Up/DownServiceNow ComponentsMid-Server process(s): Up/DownServiceNow Instance Availability: Synthetic webtransactions to ensure site availability from theCustomer infrastructure3.1.2 ServiceNow platform upgradesFor CORE, CDI will perform up to one ServiceNow platform upgrade per contracted instance per year. Thefollowing are some of the tasks and activities performed: Evaluate new release enhancements and changes, including deprecating of features, access impactof changes Determine impact of maintenance windows, plan and schedule upgrades accordingly, inaccordance with Customer policy, working with ServiceNow should a delay be needed Document plan for rolling back changes and restoring to pre-upgrade attempt state Plan for alternate activities during the maintenance window, for example paper tickets Plan for notification of upcoming upgrade, start and completion of upgrade Plan for post-upgrade testing and validation3.1.3ServiceNow security patchesFor CORE, CDI will perform quarterly ServiceNow security patches per contracted instance. The following are someof the tasks and activities performed: Review announcement of need for security patching Assess impact of planned remediation Plan for rollback of the patching should a problem occur Coordinate maintenance window in accordance with Customer policy Plan for notification of upcoming upgrade, start and completion of upgrade Plan for post-patching testing and validation as needed

3.1.4ServiceNow CloningFor CORE, CDI will perform ServiceNow cloning from one instance to another at agreed upon timesduring the year. The following are some of the tasks and activities performed: 3.1.5Save off update sets and changes on the target instance that will not move with update sets topreserve work not yet moved to the clone source instanceIdentify data to preserveIdentify tables to excludeIdentify other risks and steps to mitigate risksSchedule cloning according to Customer policy, notifying those who will be impactedAnnounce start and stop of the cloningRe-apply saved of update sets and other saved off changes as well as dataRegression Test the target instanceServiceNow instance reviewFor CORE, CDI will perform quarterly ServiceNow platform instance reviews. The following are some of the tasksand activities performed: Review quarterly engagement with CDI, including ticket history and resolutions Instance initiatives/roadmap review and planning Document thoughts for remediation of current issues Prepare exec findings reports and review Access to a ServiceNow expert onsite for a full day during each review for Q&A, architectureguidance, etc.3.2 AdvancedThe included ADVANCED services are described in the table below.ADVANCED ComponentDescription of Scope of ServicesVirtual administrationMonthly administrator meetingOn-demand consulting or helpMoves/Adds/ChangesTechnical supportEnd to end case management of support issues with the instanceEscalation and case management with ServiceNow technical support as necessaryRemediation upon request3.2.1Virtual administrationFor ADVANCED, CDI will perform virtual administration services. The following are some of the tasks and activitiesperformed: User, group, role administration Password reset support Company, Department, Division, Location administration Localization/Language administration Access Control List (ACL) setup LDAP/SSO Integration setup and updates Manual Configuration Item updates

3.2.2Update set management and promotionApplication and Module changes and enhancementsUI Customizations - Move data and non-update set changes between instancesTechnical supportFor ADVANCED, CDI will provide ServiceNow platform technical support services. The following are some of thetasks and activities performed: Remotely troubleshoot and fix issues raised by the Customer. Provide support for the following: Incident Management Problem Management Change Management Knowledge Management Events and Notifications Management Dashboards Self Service Portal Service Level Management Service Catalog and Service Request Management Product Catalog CMDB Assets Service Level Agreement (SLA) Orchestration Workflows Integrations If the CDI services team determine a configuration or platform issue relates to a 3rd party vendor,CDI will escalate to the vendor’s technical support and provide end to end case management for thesupport issue for the Customer4ReportsCDI's services also include reports that offer a comprehensive view of performance and availability of thecustomer’s infrastructure.You can generate on-demand and/or schedule reports from the CDI Monitoring Portal that include the following: Inventory reports Problem & incident management reports related to delivery of this agreement Quarterly instance review Documentation Annual Upgrade Documentation

Appendix A. : Service Level ObjectivesAll activities will be performed in an SLO based service delivery model. However, because there is no lockdown onthe environment, important onsite operational requirements such as availability, capacity, and outages will be theresponsibility of your IT team. Your IT team should inform us of any device addition or deletion, as well as anychanges to your ServiceNow environment.The following table describes the various priority levels associated with incidents. The sources of alerts are eitherfrom the monitoring system or from user requests entered via the ticketing system, phone or emails.Priority DefinitionsPriorityP0: CriticalP1: HighP2: MediumP3: LowMode ofescalationResolution SLOThis is an EMERGENCY condition that significantly restricts the use of anapplication, system, network or device to perform any critical business function.This could mean that several departments in the organization are impacted.Direct calls will be made by the NOC to the designated IT contact.The reported issue may severely restrict use of an application, system, or devicein the network. This could mean that a single department is impacted but theoverall network and servers are functioning.The reported issue may restrict the use of one or more features of theapplication, system, network or device, but the business or financial impact isnot severe.The reported anomaly in the system does not substantially restrict the use ofone or more features of the application, system, network or device to performnecessary business functions.Phone, Emailand TicketEmail andTicketEmail andTicketEmail andTicketService Levels for CORE Monitoring & EscalationP0: CriticalServiceResponse Time15 min.P1: High2 hrs.P2: Medium4 hrs.P3: Low12hrs.PriorityCustomer NotificationCustomer Notification(During Business Hours)(After Business Hours)Call within 15 min.Email sent and ticket updated within 2hrs.Email sent and ticket updated within 4hrs.Email sent and ticket updated within 12hrs.Call within 30 min.Email sent and ticket updated within2 hrs.Email sent and ticket updated within4 hrs.Email sent and ticket updated within12 hrs.Service Levels for ADVANCED (Technical Support Access)P0: CriticalServiceResponse Time15 min.P1: High2 hrs.P2: Medium4 hrs.P3: Low12hrs.PriorityCustomer NotificationCustomer Notification(During Business Hours)(After Business Hours)Call within 15 min.Email sent and ticket updated within 2hrs.Email sent and ticket updated within 4hrs.Email sent and ticket updated within 12hrs.Call within 30 min.Email sent and ticket updated within2 hrs.Email sent and ticket updated within4 hrs.Email sent and ticket updated within12 hrs.