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CONTRACT 7434 Vender AgreementAgreement No. 7434 te6refresh Company Address I(W bly';IeO.. C i c1e �LJl e _30 IN? Boor: Seach, CA "2i: 0 us Quote # QUO - 22 75 Contact Information Prepared By Maftheuv Taal-al`o Title Sales CCen�tiors .a mir Email matttammarocd.�:ec-e�resn -or-, Phone +3 1 -' 329-95 Address Information Bill To Name C,t' o1 Ei Sa,u:rr,o Bill To 350 kIair St EISeaunac. -A 9C24 .:S PAN-PA-3430-ATP-HA2-R PAN-PA-3430-ATP-HA2-R PAN-PA-3430-AWF-HA2-R PAN-PA-3430-AWF-HA2-R PAN-PA-3430-AD NS-HA2-R Terms & Conditions iV:'. '30 Expiration Date 103''2025 Opportunity Owner Stapher Car -;!,alai Contact Name T,xdd Selbv Title IT Email Or• Phone -1 310-52 -% 10C) Ship To Name C)f; of EI Senurrdo Ship To 350 �;ta,n S: El Securco A ..=45 S Advanced Threat Prevention subscription for device in an HA pair renewal, PA-3430 Start Date: 11/24/2025 End Date: 11/23/2026 Serial #: 024301002699 Advanced Threat Prevention subscription for device in an HA pair renewal, PA-3430 Start Date: 11/24/2025 End Date: 11/23/2026 Serial #: 024301003488 PA-3430, Advanced WildFire subscription, for one (1) device in an HA pair, 1 year (12 months) term, renewal. Start Date: 11/24/2025 End Date: 11/23/2026 Serial #: 024301002699 PA-3430, Advanced WildFire subscription, for one (1) device in an HA pair, 1 year (12 months) term, renewal. Start Date: 11/24/2025 End Date: 11/23/2026 Serial #: 024301003488 Advanced DNS Security subscription for device in an HA pair renewal, PA-3430, 1 year Start Date: 11/2412025 End Date: 11/23/2026 Serial #: 024301002699 Advanced DNS Security subscription for device in an HA pair renewal, Please remit all purchase orders and invoices to: IrC UI:en State• 1.00 $13,741,71 $13,741.71 1.00 $13,741.71 $13,741,71 1A0 $13,741.71 $13.741.71 1.00 $13,741.71 $13,741.71 1,00 $13,741.71 $13,741,71 PAN-PA-3430-ADN S-HA2-R Agreement No. 7434 teC,refresh PA-3430.1 year Start Date: 11/24/2025 End Date: 11/23/2026 Serial #: 024301003488 PA-3430, Advanced URL Filtering subscription, for one (1) device in an 1.00 $13,741.71 $13,741.71 HA pair, 1 year (12 months) term, renewal. PAN-PA-3430-ADVURL-HA2-R Start Date: 11/24/2025 1,00 $13,741.71 $13,741.71 End Date: 11/23/2026 Serial #: 024301002699 PA-3430, Advanced URL Filtering subscription. for one (1) device in an HA pair, 1 year (12 months) term, renewal. PAN-PA-3430-ADVURL-HA2-R Start Date: 11/24/2025 1.00 $13,741.71 $13,741.71 End Date: 11/23/2026 Serial #: 024301003488 For US Government accounts only. Premium support renewal, PA-3430 PAN-SVC-PREIVIUSG-3430-R Start Date: 11/24/2025 End Date: 11/23/2026 Serial #: 024301002699 For US Government accounts only. Premium support renewal, PA-3430 PAN-SVC-PREMUSG-3430-R Start Date: 11/24/2025 End Date: 11/23/2026 I Serial #: 024301003488 Totals Contract # .., r r; c Nj. e- 7_ 1-7C-4 --5 .:JP"D -.'Easter -73V i_,m'cer Vendor Quote # Memo 2025) PaIc Alt•.. 3J3Cs: PereAa1 Y'H CITY OF EL SEGUNDO, a general law city and municipal corporation cam_," Darrell George, City Manager a -1�6— Assistant City Attorney Subtotal Grand Total "Susan Truax, City Clerk 1.00 $13,73135 $13,731.35 1.00 $13.731.35 $13,731.35 ry Sharon Brennan, isk Manager Attachments - State of California Participating Addendum No. 7-17-70-40-05 First Amendment to Participating Addendum No. 7-17-70-40-05 Second Amendment to Participating Addendum No. 7-17-70-40-05 Third Amendment to Participating Addendum No. 7-17-70-40-05 State of Utah Cooperative Contract with Carahsoft Technologies Corp_ (NASPO ValuePoint) (Contract # AR2472) Terms & Conditions V,:t :Iil Please remit all purchase order and invoices to: idovr: r !elf\ ;;rr.;:c Stags Agreement No. 7434 STATE OF CALIFORNIA PARTICIPATING ADDENDUM NO, 7-17-70-40-05 Cloud Solutions Utah NASPO ValuePoint Master Agreement No. AR2472 Carahsoft Technology Corp. This Participating Addendum Number 7-17-70-40-05 is entered into between the State of California, Department of General Services (hereafter referred to as "State" or "DGS") and Carahsoft Technology Corp. (hereafter referred to as "Contractor„) under the lead State of Utah NASPO ValuePoint Master Agreement Number AR2472. 1. SCOPE A. This Participating Addendum covers the purchase of Cloud Solutions under the Utah NASPO ValuePoint Master Agreement. The Utah NASPO ValuePoint Master Agreement Number AR2472 is hereby incorporated by reference. The cloud solution services are identified in Section 5 (Available Services). } B. This Participating Addendum is available for use by all State Agencies including the Executive, Judicial and Legislative branches, and will include all California political subdivisions/local governments. A subdivisiontlocal government is defined as any city, county, city and county, district, or other local governmental body or corporation, including the California State Universities (CSU) and University of California (UC) systems, K-12 schools and community colleges empowered to expend public funds. C. Each political subdivision/local government is to make its own determination whether this Participating Addendum and the Utah NASPO ValuePoint Master Agreement are consistent with its procurement policies and regulations. 2. TERM A. The term of this Participating Addendum shall begin upon signature approval by the State and will end September 15, 2026, or upon termination by the State, whichever occurs first. B. Lead State amendments to extend the Master Price Agreement term date are not automatically incorporated into this Participating Addendum. Extension(s) to the term of this Participating Addendum will be through a written amendment upon mutual agreement between the State and the Contractor. 3. TERMS AND CONDITIONSIINCORPORATION OF DOCUMENTS. A. Terms and conditions listed below are hereby incorporated by reference and made a part of this Participating Addendum as if attached herein and shall apply to the purchase of services made under this Participating Addendum. Page 1 of 8 Agreement No. 7434 Participating Addendum No. 7-17-70-40-05 Carahsoft Technology Corp. 1) General Provisions — Information Technology (GSPD-4011T), effective 9/5/2014. The twelve (12) page document can be viewed at: httPJ/www.documenj§.dgs.ca., ov/ d/ oli roc/GSPD4011T'p 4 0905, df. Exception: Article 11 of the General Provisions — Information Technology, is superseded by Section 4 (Order of Precedence) below. 2) Cloud Computing Special Provisions for Software as a Service (SaaS), effective 9/3/14. The five (5) page document can be viewed at: htt ://www,d,ocuments.d s,ca. g ov/ d/ oli roc/CLOUDCOMPUTINGSERVICESSPE CIALPROVISItNS 14 0903.docx 4. ORDER OF PRECEDENCE In the event of any inconsistency between the articles, attachments, or provisions which constitute this agreement, the following descending order of precedence shall apply: A. California Participating Addendum Number 7-17-70-40-05 B. Utah NASPO ValuePoint Master Agreement Number AR2472 C. Utah Solicitation CH16012 including all Addendums D. Contractor's response to Utah's Solicitation 5. AVAILABLE SERVICES The following service offering from the Utah NASPO ValuePoint Master Agreement Number AR2472 are allowed under this Participating Addendum: Software as a Service (SaaS) 6. RESTRICTIONS/DISALLOWED SERVICES — These restrictions are not applicable to political subdivisions/local governments. A. The following service offerings are prohibited under this Participating Addendum: Infrastructure as a Service (laaS) Platform as a Service (PaaS) Value Added Services, including Additional Value Added Services such as Maintenance Services; Deployment Services; Consulting/Advisory Services; Architectural Design Services; Statement of Work Services; Partner Services, and Training Deployment Services B. Product and service categories that are available on mandatory California statewide contracts cannot be purchased from this Participating Addendum by State Departments without an exemption. Prior to issuing a purchase order, State Departments are responsible for obtaining an exemption from DGS, and/or California Department of Technology (CDT). Page 2of8 Agreement No. 7434 Participating Addendum No. 7-17-70-40-05 Carahsoft Technology Corp. 7. PRICING A. Contractor shall submit a Price Schedule identifying all services offered under this Participating Addendum for the State's approval. B. The Price Schedule shall include the following: 1) Service Category (SaaS) Description 2) List Price 3) Discount off List Price 4) Contract Price C. Contractor shall obtain prior approval from Utah NASPO ValuePoint Contract Administrator, and submit a written notice of price increases/decreases and a revised Price List for the State's approval. D. State -approved Price List will be posted on the State's Cal eProcure website. 8. SERVICE ADDITIONS/DELETIONS A. Contractor may add or delete services introduced or removed from the market by the manufacturer under the following conditions: 1) Service is within existing awarded categories under the NASPO ValuePoint Master Price Agreement; 2) Contractor has obtained prior approval from the Utah NASPO ValuePoint Contract Administrator; and 3) Contractor receives written approval from the California State Contract Administrator. B. Contractor shall submit a written notice of service (s) additions/deletions and a revised Price Schedule for the State's approval. 9. FULFILLMENT PARTNERS/AUTHORIZED RESELLERS Authorized Resellers are available for this Participating Addendum: ISSUE PURCHASE ORDER TO Orders may be placed with Carahsoft Technology Corp. or with an Authorized Reseller as indicated below: Orders placed with Carahsoft Technology Corp. SUBMIT ORDERS TO: Carahsoft Technology Corp. 1860 Michael Faraday Drive, Suite 100 Contact: Karina Woods Phone: 703/871-8500 Fax No.: 703/871-8505 E-mail: OM@carahsoft. corn Page 3of8 Agreement No. 7434 Participating Addendum No. 7-17-70-40-05 Carahsoft Technology Corp. Orders placed with an Authorized Reseller must be addressed as shown below, and payment must be made payable to the Authorized Reseller identified on the invoice as shown below: SUBMIT ORDERS TO: Carahsoft Technology Corp. c/o DynTek Services, Inc. 4440 Von Karman, Suite 200, Newport Beach, CA 92660 Contact: Kelsea Pratt -Acosta Phone: 949/271-6780 Fax No.: 949/271-6794 E-mail: CAsales d ntek.cor SUBMIT ORDERS TO: Carahsoft Technology Corp. C/o NWN Solutions Corporation 2969 Prospect Park Drive, Suite 225, Rancho Cordova, CA 95670 Contact: Team Meade Phone: 916/637-2160 Fax No.: 916/596-4800 E-mail: TMeade nwnjt.com SUBMIT ORDERS TO: Carahsoft Technology Corp. c/o Taborda Solutions, Inc. 9580 Oak Ave Pkwy, Suite 7-180, Folsom, CA 95630 Contact: Bear Williams Phone: 916/717-8711 Fax No.: 9161200-0353 E-mail: bear.williarns@tabordasolutions.com For invoicing purposes, each State Accounting office must have a copy of the reseller's Payee Data Record (Std. 204) in order to process payment of the invoice. Agencies should forward a copy of the Std. 204 to their respective accounting office. Without the Std. 204, payment may be unnecessarily delayed. AUTHORIZED RESELLERS ARE RESPONSIBLE FOR SENDING A COPY OF ALL PURCHASE ORDERS TO CARAHSOFT TECHNOLOGY CORP. FOR COOPERATIVE AGREEMENTS (NASPO VALUEPOINT) QUARTERLY REPORTING REQUIREMENTS. When issuing an order to an authorized reseller listed on Cooperative Agreements, it is the agency's responsibility to ensure that the reseller holds a valid California Seller's Permit. NOTE: Contractor shall be responsible for successful performance and compliance with all requirements in accordance with the terms and conditions under this Participating Addendum, even if work is performed by Servicing Subcontractors. All State policies, guidelines, and requirements shall apply to Authorized Resellers. Page 4 of 8 Agreement No. 7434 Participating Addendum No. 7-17-70-40-05 Carahsoft Technology Corp. 10. ORDERING AGENCY RESPONSIBILITIES A. State department and political subdivision/local government use of this Participating Addendum is optional. B. State departments and political subdivision/local governments must follow the ordering procedures outlined within the User Instructions guide, administered by the State Contract Administrator, to execute orders against this Participating Addendum. 11. INVOICING AND PAYMENT A. Payment terms for this Participating Addendum are net forty-five (45) days. Payment will be made in accordance with IT General Provisions Paragraph 30 (Required Payment Date). B. Invoices shall be sent to the address identified in the Ordering Agency's purchase order,. The State Participating Addendum Number and Ordering Agency Purchase Order Number shall appear on each invoice for all purchases placed under this Participating Addendum. C. Contractor will accept the State of California credit card (CAL -Card) for payment of invoices. 12. USAGE REPORTING A. Contractor shall submit usage reports on a quarterly basis to the State Contract Administrator for all California entity purchases using the report template attached hereto as Attachment A. The report is due even when there is no activity. B. The report shall be an Excel spreadsheet transmitted electronically to the DGS mailbox at PDCoo eratives d s.ca, ov. C. Any report that does not follow the required format or that excludes information will be deemed incomplete. Contractor will be responsible for submitting corrected reports within five business days of the date of written notification from the State. D. Tax must not be included in the report, even if it is on the purchase order. E. Reports are due for each quarter as follows: Reporting Period Due Date JUL 1 to SEP 30 OCT 31 OCT 1 to DEC 31 JAN 31 JAN 1 to MAR 31 APR 30 APR 1 to JUN 30 JUL 31 F. Failure to meet reporting requirements and submit the reports on a timely basis shall constitute grounds for suspension of this contract. Page 5of8 Agreement No. 7434 Participating Addendum No. 7-17-70-40-05 Carahsoft Technology Corp. G. Amendments for term extensions may be approved only if all due reports have been submitted to the State. 13. ADMINISTRATIVE FEE A. Contractor shall submit a check, payable to the State of California, remitted to the Cooperative Agreement Unit for the calculated amount equal to one percent (0.01) of the sales for the quarterly period. B, Contractor must include the Participating Addendum Number on the check. Those checks submitted to the State without the Participating Addendum Number will be returned to Contractor for additional identifying information. C. Administrative fee checks shall be submitted to: State of California Department of General Services, Procurement Division Attention: Cooperative Agreement Program 707 3`d Street„ 2"d Floor, MS 2-202 West Sacramento, CA 95605 D. The administrative fee shall not be included as an adjustment to Contractor's NASPO ' ValuePoint Master Agreement pricing. E. The administrative fee shall not be invoiced or charged to the ordering agency. F. Payment of the administrative fee is due irrespective of payment status on orders or service contracts from a purchasing entity. G. Administrative fee checks are due for each quarter as follows: JUL 1 to SEP 30 OCT 31 OCT 1 to DEC 31 JAN 31 JAN 1 to MAR 31 APR 30 APR 1 to JUN 30 1 JUL 31 H. Failure to meet administrative fee requirements and submit fees on a timely basis shall constitute grounds for suspension of this contract. Page 6of8 Agreement No. 7434 Participating Addendum No. 7-17-70-40-05 Carahsoft Technology Corp. 14. CONTRACT MANAGEMENT A. The primary Contractor Contract Manager for this Participating Addendum shall be as follows: Contractor: Carahsoft Technology Corp. Name: Jack Dixon Phone: 703-230-7545 Fax: 703-871-8505 E-Mail: nas o carahsoft.com Address: 1860 Michael Faraday Drive, Ste 100 Reston, VA 20190 B. The State Contract Administrator for this Participating Addendum shall be as follows: Name: Yolanda Tuft Phone: 916.375.4408 Fax: 916.375.4663 E-Mail: yolandaAjtt(cDdgs.ca.gov Address: State of California Department of General Services Procurement Division 707 Third Street, 2nd Floor, MS 2-202 West Sacramento, CA 95605 C. Should the contact information for either party change, the party will provide written notice with updated information no later than ten business days after the change. 15. Termination of Agreement The State may terminate this Participating Addendum at any time upon 30 days prior written notice to the Contractor. Upon termination or other expiration of this Participating Addendum, each party will assist the other party in orderly termination of the Participating Addendum and the transfer of all assets, tangible and intangible, as may facilitate the orderly, nondisrupted business continuation of each party. This provision shall not relieve the Contractor of the obligation to perform under any purchase order or other similar ordering document executed prior to the termination becoming effective. 16. Amendment No amendment or variation of the terms of this Participating Addendum shall be valid unless made in writing, signed by the parties and approved as required. No oral understanding or agreement not incorporated in the Participating Addendum is binding on any of the parties. Page 7 of 8 Agreement No. 7434 Participating Addendum No. 7-17-70-40-06 Carahsoft Technology Corp. 17. Agreement A. This Participating Addendum and the Master Agreement together with its exhibits and/or amendments, set forth the entire agreement between the parties with respect to the subject matter of all previous communications, representations or agreements, whether oral or written, with respect to the subject matter hereof. Terms and conditions inconsistent with, contrary or in addition to the terms and conditions of this Participating Addendum and the Master Agreement, together with its exhibits and/or amendments, shall not be added to or incorporated into this Participating Addendum or the Master Agreement and its exhibits and/or amendments, by any subsequent purchase order or otherwise, and any such attempts to add or incorporate such terms and conditions are hereby rejected. The terms and conditions of this Participating Addendum and the Master Agreement and its exhibits and/or amendments shall prevail and govern in the case of any such inconsistent or additional terms. B. By signing below Contractor agrees to offer the same services as on the Utah NASPO ValuePoint Master Agreement Number AR2472, at prices equal to or lower than the prices on that contract. C. IN WITNESS WHEREOF, the parties have executed this Participating Addendum as of the date of execution by both parties below. STATE OF CALIFORNIA Department of General Services ;Incy Name &�� VAU& ignature of Authorized Signer Date Signed Ricardo Martinez, Acting Deputy Director Printed Name and Title of Authorized Signer 707 Third Street West Sacramento, CA 95605 Address Page 8 of 8 CONTRACTOR Carahsoft Technolo Cor . Contractor Name August 9, 2017 Signature of Authorized Signer Date Signed Ellen Lord, Contracts Manage Printed Name and Title of Authorized Signer 1860 Michael Faraday Drive, Suite 100 Reston, VA 20190 Address El O Z E 3 ti a v � e w a< d Z z � � afro 4 ti e aELE ei�iun�unN nen�i�nnn I�I�lplll� Agreement No. 7434 Agreement No. 7434 STATE OF CALIFORNIA PARTICIPATING ADDENDUM NO. 7-17-70-40-05 AMENDMENT NO. 1 Cloud Solutions Utah NASPO ValuePoint Master Agreement No. AR2472 Carahsoft Technology Corp. The parties hereto mutually agree to amend Participating Addendum Number 7-17-70-40-05 as follows: 1. Authorized Resellers outlined in Section 9 (Fulfillment Partners/Authorized Resellers) is revised to reflect the following: Authorized Resellers are available for this Participating Addendum: ISSUE PURCHASE ORDER TO Orders may be placed with Carahsoft Technology Corp. or with an Authorized Reseller as indicated below: Orders placed with Carahsoft Technology Corp. SUBMIT ORDERS TO: Carahsoft Technology Corp. 1860 Michael Faraday Drive, Suite 100 Tempe, AZ 85283 Contact: Karina Woods Phone: 703/871-8500 Fax No.: 703/871-8505 E-mail: Owl carat s ft, coo Orders placed with an Authorized Reseller must be addressed as shown below, and payment must be made payable to the Authorized Reseller identified on the invoice as shown below: SUBMIT ORDERS TO:: Carahsoft Technology Corp. c/o Allied Network Solutions, Inc. 5718 Lonetree Blvd., Rocklin, CA 95765 Contact: Roger Schnorenberg Phone: 916/774-2670 X101 E-mail: Rschnorenber ans-it.com SUBMIT ORDERS TO: Carahsoft Technology Corp. c/o Data Path Inc. 318 McHenry Ave., Modesto, CA 95354 Contact: Brian Jump Phone: 209/312-9808 E-mail: BJum m data path.com Page 1 of 4 Agreement No. 7434 Participating Addendum No. 7-17-70-40-05 Amendment #1 Carahsoft Technology Corp. SUBMIT ORDERS TO: Carahsoft Technology Corp. c/o DynTek Services, Inc. 4440 Von Karman, Suite 200, Newport Beach, CA 92660 Contact: Kelsea Pratt -Acosta Phone: 949/271-6780 Fax No.: 949/271-6794 E-mail: CAsaies@dynlgk.com SUBMIT ORDERS TO: Carahsoft Technology Corp. c/o Eventus Solutions Group LLC 9777 Pyramiel Court, Suite 160, Englewood, CA 80112 Contact: Craig Tobin Phone: 303/376-6161 E-mail: Crai tobin ventus .com SUBMIT ORDERS TO: Carahsoft Technology Corp. C/o HF Tech Services, Inc. 5777 Madison Avenue, Suite 1060, Sacramento, CA 95841 Contact: Allan P. Hart Phone: 916/690-5056 E-mail: allanehftechservices com SUBMIT ORDERS TO: Carahsoft Technology Corp. C/o NWN Solutions Corporation 2969 Prospect Park Drive, Suite 225, Rancho Cordova, CA 95670 Contact: Team Meade Phone: 916/637-2160 Fax No.: 916/596-4800 E-mail: TMeade@nwnit.com SUBMIT ORDERS TO: Carahsoft Technology Corp. c/o Savant Solutions, Inc. which will do business in California as [Savant Solutions Group] 1931 H Street, Sacramento, CA 95811 Contact: Caleb Kwong Phone: 916/836-8182 E-mail: Caleb savantsolutions.net Page 2 of 4 Agreement No. 7434 Participating Addendum No. 7-17-70-40-05 Amendment #1 Carahsoft Technology Corp. SUBMIT ORDERS TO: Carahsoft Technology Corp. c/o SHI International, Corp. 290 Davidson Avenue, Somerset, NJ 08873 Contact: Nick Grappone Phone: 732/564-8189 E-mail: Nick Gra onei. shcom SUBMIT ORDERS TO: Carahsoft Technology Corp. c/o Solutions Simplfied 8880 Cal Center Drive, Suite 400, Sacramento, CA 95826 Contact: Rachel DaValle Phone: 530/521-0576 E-mail: Rachel. Davallesolutlonssam lifed.net SUBMIT ORDERS TO: Carahsoft Technology Corp. c/o Taborda Solutions, Inc. 9580 Oak Ave Pkwy, Suite 7-180, Folsom, CA 95630 Contact: Bear Williams Phone: 916/717-8711 Fax No.: 916/200-0353 E-mail: Bear,Wiliiams@tab,ordaso,lutions.com SUBMIT ORDERS TO: Carahsoft Technology Corp. c/o vCloud Tech Inc. 609 Deep Valley Drive, Suite 200, Rollling Hills Estates, CA 90274 Contact: Nadia Khan Phone: 424/703-4135 E-mail: nadakhan vcloudtech.com For invoicing purposes, each State Accounting office must have a copy of the reseller's Payee Data Record (Std. 204) in order to process payment of the invoice. Agencies should forward a copy of the Std. 204 to their respective accounting office. Without the Std. 204, payment may be unnecessarily delayed. AUTHORIZED RESELLERS ARE RESPONSIBLE FOR SENDING A COPY OF ALL PURCHASE ORDERS TO QUEST MEDIA & SUPPLIES, INC. FOR COOPERATIVE AGREEMENTS (NASPO VALUEPOINT) QUARTERLY REPORTING REQUIREMENTS. When issuing an order to an authorized reseller listed on Cooperative Agreements, it is the agency's responsibility to ensure that the reseller holds a valid California Seller's Permit. Page 3 of 4 Agreement No. 7434 Participating Addendum No. 7-17-70-40-05 Amendment #1 Carahsoft Technology Corp. NOTE: Contractor shall be responsible for successful performance and compliance with all requirements in accordance with the terms and conditions under this Participating Addendum, even if work is performed by Authorized Resellers. All State policies, guidelines, and requirements shall apply to Authorized Resellers. All other terms and conditions of the Participating Addendum shall remain the same. IN WITNESS WHEREOF, the parties have executed this Participating Addendum Amendment as of the date of execution by both parties below. Participating State: State of California, Department of General Services By: Name: Angela Shell Title: Deputy Director Date: ° ' 11 Contractor: Carahsoft Technology Corp. Name: Robert R. Moore Title: Vice President. Date: April 25, 2018 Page 4 of 4 Agreement No. 7434 STATE OF CALIFORNIA PARTICIPATING ADDENDUM NUMBER 7-17-70-40-05 AMENDMENT 2 Cloud Solutions Utah NASPO ValuePoint Master Agreement Number AR2472 Carahsoft Technology Corp. (Contractor) The parties mutually agree to amend Participating Addendum 7-17-70-40-05 as follows: 1) Section 3. TERMS AND CONDITIONS/INCORPORATION OF DOCUMENTS is updated to read as follows: A. Terms and conditions listed below are hereby incorporated by reference and made a part of this Participating Addendum as if attached herein and shall apply to the purchase of goods or services made under this Participating Addendum. Terms can be viewed on the DGS Procurement Division website (https://www.dgs.ca.gov/PD/Resources/Page-Content/Procurement-Division- Resources-List-Folder/Model-Contract-Language). i. General Provisions — Information Technology (GSPD-401IT) effective 9/5/2014. ii. Cloud Computing Software as a Service (SaaS) General Provisions effective 6/7/2019. iii. Cloud Computing Special Provisions for Software as a Service (SaaS) effective 03/15/18. iv. Cloud Computing Special Provisions for Infrastructure as a Service (IaaS) & Platform as a Service (PaaS), effective 05/11 /16. 2) Section 5. AVAILABLE PRODUCTS AND SERVICES is updated to read as follows: A. The following service offerings from the Utah NASPO ValuePoint Master Agreement Number AR2472 are allowed under this Participating Addendum: 1) Software as a Service (SaaS) 2) Infrastructure as a Service (IaaS) 3) Platform as a Service (PaaS) 3) Section 6. RESTRICTIONS/DISALLOWED PRODUCTS AND SERVICES (STATE AGENCIES ONLY) is updated to read as follows: A. The following product/service offerings are disallowed for state agencies under this Participating Addendum: 1) Value Added Services, including Additional Value Added Services such as Maintenance Services; Deployment Services; Consulting/Advisory Services; Architectural Design Services; Statement of Work Services; Partner Services, and Training Deployment Services Page 1 of 3 Agreement No. 7434 Participating Addendum 7-17-70-40-05 Amendment 2 B. Product and service categories that are available on mandatory California statewide contracts cannot be purchased from this Participating Addendum by State agencies without an exemption. Prior to issuing a purchase order, State agencies are responsible for obtaining an exemption from DGS, and/or California Department of Technology (CDT). C. State agencies must first obtain approval by the California Department of Technology (CDT) to use this Participating Addendum for Infrastructure as a Service (laaS) and/or Platform as a Service (PaaS) purchases in accordance with Technology Letter 17-0 (www.cdt.ca.gov/wp-content/uploads/2017/08rTL- 17-06.pdf). 4) Section 14. CONTRACT MANAGEMENT subpart A is updated to read as follows: A. The primary Contractor Contract Manager for this Participating Addendum shall be as follows: Contractor: Carahsoft Technology Corp. Name: Alex Cord Phone: 703-871-8500 E-Mail: Alex,Cord@Cara,hsoft.com Address: 11493 Sunset Hills Road, Suite 100 Reston, VA 20190 5) Section 9 FULFILLMENT PARTNERS/AUTHORIZED RESELLERS is updated to read as follows: A. Contractor may use State -approved Authorized Resellers under this Participating Addendum for sales and service functions as defined herein. 1) Orders may be placed with the Contractor or Authorized Resellers. 2) Authorized Resellers must accept purchase orders and accept payment from ordering agencies for products and services offered under this Participating Addendum. 3) Authorized Resellers are responsible for sending a copy of all purchase orders and invoices to the Contractor for compliance with quarterly usage reporting and administrative fee requirements. 4) All purchase documents to Authorized Resellers shall reference the Participating Addendum Number and Contractor Name. Page 2 of 3 Agreement No. 7434 Participating Addendum 7-17-70-40-05 Amendment 2 B. Contractor shall be responsible for successful performance and compliance with all requirements in accordance with the terms and conditions under this Participating Addendum, even if work is performed by Authorized Resellers. All State policies, guidelines, and requirements shall apply to Authorized Resellers. C. Contractor will be the sole point of contact with regard to Participating Addendum contractual matters, reporting, and administrative fee requirements. D. Subject to the approval of the State, Authorized Resellers may be added on a quarterly basis during the term of the contract. Contractors shall notify the State of any deleted Authorized Resellers or changes to current Authorized Resellers' contact information in writing at any time during the contract term. E. Contractor will be required to submit Authorized Reseller requests, in a format specified by the State, to the State Contract Administrator for approval. F. State -approved Authorized Resellers will be posted on the State's Cal eProcure website. All other terms and conditions of the Participating Addendum shall remain in full force and effect. IN WITNESS WHEREOF, the parties have executed this Amendment as of the date of execution by both parties below. STATE OF CALIFORNIA CONTRACTOR Department of General Services Carahsoft Technology Corp. Agency Name Contractor Name 4ZAugust 11, 2021 L� 8/11/2.021 ................. �........ Authorized Signature Date Signed Authorized Signature Date Signed Stephanne Lim, MAU2 Supervisor Printed Name/Title of Person Signing 707 Third Street West Sacramento, CA 95605 Address Kristina Smith - Director of Contracts Printed Nome/T _ mmm►tle of Person Signing 11493 Sunset Hills Road, Suite 100 Reston, VA 20190 Address Page 3 of 3 Agreement No. 7434 STATE OF CALIFORNIA PARTICIPATING ADDENDUM NUMBER 7-17-70-40-05 AMENDMENT 3 Cloud Solutions Utah NASPO ValuePoint Master Agreement Number AR2472 Carahsoft Technology Corporation (Contractor) The parties mutually agree to amend Participating Addendum 7-17-70-40-05 as follows: 1) Section 7. PRICING is revised to read as follows: A. Contractor's pricing is outlined in the Utah NASPO ValuePoint Master Agreement Number AR2472. 2) Section 16. CONTRACT MANAGEMENT, subparagraph A is revised to read as follows: A. The primary Contractor Contract Manager for this Participating Addendum shall be as follows: Contractor _ Contract Manager ..._ .. _...m.� ...._... Name:. ....... _ .. Mariah Edwards Phone: �_....._ ...... __..... (818) 449-3729 _�� Email: ._ carahsoft,co m Mariah.Ed ards Address: Carahsoft Technology Corporation Mariah Edwards 11493 Sunset Hills Road, Suite 100 Resto, VA 20190 Page 1 of 2 Agreement No. 7434 Participating Addendum 7-17-70-40-05 Amendment 3 3) Section 18. EXECUTIVE ORDER N-6-22 — RUSSIA SANCTIONS is hereby added to read as follows: 18. EXECUTIVE ORDER N-6-22 — RUSSIA SANCTIONS On March 4, 2022, Governor Gavin Newsom issued Executive Order N-6- 22 (the EO) regarding Economic Sanctions against Russia and Russian entities and individuals. "Economic Sanctions" refers to sanctions imposed by the U.S. government in response to Russia's actions in Ukraine, as well as any sanctions imposed under state law. The EO directs state agencies to terminate contracts with, and to refrain from entering any new contracts with, individuals or entities that are determined to be a target of Economic Sanctions. Accordingly, should the State determine Contractor is a target of Economic Sanctions or is conducting prohibited transactions with sanctioned individuals or entities, that shall be grounds for termination of this Participating Addendum. The State shall provide Contractor advance written notice of such termination, allowing Contractor at least thirty (30) calendar days to provide a written response. Termination shall be at the sole discretion of the State. All other terms and conditions of the Participating Addendum shall remain in full force and effect. IN WITNESS WHEREOF, the parties have executed this Amendment as of the date of execution by both parties below. STATE OF CALIFORNIA CONTRACTOR Department of General Services _. Carahsoft Technology Corporation Agency Name Contractor Name Authorized Signature Date Signed Julie Matthews, M_AU2 Supervisor Printed Name/Title of Person Signing 707 Third Street West Sacramento, CA 95605 Address ��,.� pxej5L 06/22/2023 Authorized Signature Date Signed Kristina Smith, Contracts Director ._...._ .... Printed Name/Title of Person Signing 11493 Sunset Hills Rd, Suite 100, Reston, VA 20190 ....�.. .... ........� Address Page 2 of 2 Agreement No. 7434 Contract # AR2472 STATE OF UTAH COOPERATIVE CONTRACT I. CONTRACTING PARTIES: This contract is between the Division of Purchasing and the following Contractor: CarahsoFt Techno£ot+Co�oration_mmm _ m. ..... -_. . LEGAL. STATUS OF CONTRACTOR Name ❑ Sole Proprielor 1860 Michael Faraday Drive. Suite 100 ❑ Non-Prolit Corporation Address Z For -Profit Corporation Reston VA 20190 ❑ Partnership City State Zip ❑ Government Agency Contact Person 13etllt rt Phone +703-230-7435 Email NASPCY'Carativwll com Vendor YVC00001 16540 Commodity Code 0920-05 2. GENERAL PURPOSE Or CONTRACT:C"onirrcCz�r iuscttttitlecl4a..pt'wu3�tmgltr warda3tlpdt utit,sttmulw itrIp tcltrteg�t E3 La Ptmr�tici. �tttrtta* Slate" once a Paprticifaatin �r Acticlw rtdttttl drags bCCIT srgM ed 3. PROCUREMENT PROCESS: This contract is entered into as a result of the procurement process on 13idPCH 16012. 4. CONTRACT PERIOD: Eflcctive Date: 10/14/3016 Termination Date: 09,115/2026 unless terminated earl, or extended in accordance with the terms and conditions of this contract. dote: Pursuant to Solicitation NCI-116012, Contract must re -certify its goalilications each year. 5. Administrative Fee, ns described in the Solicitation and Attachment A: The Contractor shall pay to NASPO Valuel'oint, or its assignee„ a NASPO ValuePoint Administrative Fee ol'one-quarter ofone percent (0.25% or 0.0025) no later than 60 clays Iollowing the end of each calendar quarter. The NASPO ValuePoint Administrative Pce shall be submitted quarterly and is based on sales of the Services. 6. ATTACHMENT A: NASPO ValuePoint Master Terms and Conditions, including the attached Exhibits ATTACHMENT B: Scope of Services Awarded to C'omractor ATTACHHMENT C: Pricing Discounts and Pricing Schedule ATTACHMENT D: Contractor's Response to Solicitation CLI16012 ATTACHMENT E: Service Offering EULAs Any conflicts between Attachment A and the other Attachments will be resolved in favor of Attachment A. S. DOCUMENTS INCORPORATED IN f0 THIS CONTRAC r 13Y REFERENCE BUT NO I- ATTACHED: a. All other governmental lws, regulations, or actions applicable to the goods and./or services authorized b; this contract. b Utah State Procurement Code and the Procurement RUICS. 9. Each signator,, below represents that he or she has the requisite authority to enter into this contract. IN WITNESS WHEREOF, the parties sign and cause (his contact to be executed, CONTRACTOR STATE �,. ttrrtt t� 10, II l 16 �w ctors s nalutc Date D'n'cctgr, Tp°isit rt of Purchasing Cl,t9c Robert Moore, Vice President Type or Print Name and Title D1ei4uo0 oltuu�r lh 1t«m,,, Co11 ioyu .W in �4OC11110 s N i li yr I av Number �l�m ul rro Itl4 V�Rk9 ..�..�L �N^9 t4� qlk 6Y+I dR,+ ,uiwrr p1, Juno 'tS4Cr} Agreement No. 7434 This document includes salient or non-standard provisions extracted from NASPO/ValuePoint Model Contract for Cloud Services. February 17, 2016. NASPO e Poin't Attachment A: NASPO ValuePoint Master Agreement Terms and Conditions 1. Master Agreement Order of Precedence a. Any Order placed under this Master Agreement shall consist of the following documents: (1) A Participating Entity's Participating Addendum' ("PA"); (2) NASPO ValuePoint Master Agreement Terms & Conditions, including the applicable Exhibits2 to the Master Agreement; (3) The Solicitation; (4) Contractor's response to the Solicitation, as revised (if permitted) and accepted by the Lead State; and (5) A Service Level Agreement issued against the Participating Addendum. b. These documents shall be read to be consistent and complementary. Any conflict among these documents shall be resolved by giving priority to these documents in the order listed above. Contractor terms and conditions that apply to this Master Agreement are only those that are expressly accepted by the Lead State and must be in writing and attached to this Master Agreement as an Exhibit or Attachment. 2. Definitions - Unless otherwise provided in this Master Agreement, capitalized terms will have the meanings given to those terms in this Section. Confidential Information means any and all information of any form that is marked as confidential or would by its nature be deemed confidential obtained by Contractor or its employees or agents in the performance of this Master Agreement, including, but not necessarily limited to (1) any Purchasing Entity's records, (2) personnel records, and (3) information concerning individuals, is confidential information of Purchasing Entity. Contractor means the person or entity providing solutions under the terms and conditions set forth in this Master Agreement. Contractor also includes its employees, subcontractors, agents and affiliates who are providing the services agreed to under the 1 A Sample Participating Addendum will be published after the contracts have been awarded. 2 The Exhibits comprise the terms and conditions for the service models: PaaS, IaaS, and PaaS. Agreement No. 7434 This document includes salient or non-standard provisions extracted from NASPO/ValuePoint Model Contract for Cloud Services. February 17, 2016. Master Agreement. Data means all information, whether in oral or written (including electronic) form, created by or in any way originating with a Participating Entity or Purchasing Entity, and all information that is the output of any computer processing, or other electronic manipulation, of any information that was created by or in any way originating with a Participating Entity or Purchasing Entity, in the course of using and configuring the Services provided under this Agreement. Data Breach means any actual or reasonably suspected non -authorized access to or acquisition of computerized Non -Public Data or Personal Data that compromises the security, confidentiality, or integrity of the Non -Public Data or Personal Data, or the ability of Purchasing Entity to access the Non -Public Data or Personal Data. Data Categorization means the process of risk assessment of Data. See also "High Risk Data", "Moderate Risk Data" and "Low Risk Data". Disabling Code means computer instructions or programs, subroutines, code, instructions, data or functions, (including but not limited to viruses, worms, date bombs or time bombs), including but not limited to other programs, data storage, computer libraries and programs that self -replicate without manual intervention, instructions programmed to activate at a predetermined time or upon a specified event, and/or programs purporting to do a meaningful function but designed for a different function, that alter, destroy, inhibit, damage, interrupt, interfere with or hinder the operation of the Purchasing Entity's' software, applications and/or its end users processing environment, the system in which it resides, or any other software or data on such system or any other system with which it is capable of communicating. Fulfillment Partner means a third -party contractor qualified and authorized by Contractor, and approved by the Participating State under a Participating Addendum, who may, to the extent authorized by Contractor, fulfill any of the requirements of this Master Agreement including but not limited to providing Services under this Master Agreement and billing Customers directly for such Services. Contractor may, upon written notice to the Participating State, add or delete authorized Fulfillment Partners as necessary at any time during the contract term. Fulfillment Partner has no authority to amend this Master Agreement or to bind Contractor to any additional terms and conditions. High Risk Data is as defined in FIPS PUB 199, Standards for Security Categorization of Federal Information and Information Systems ("High Impact Data"). Infrastructure as a Service (IaaS) as used in this Master Agreement is defined the capability provided to the consumer to provision processing, storage, networks, and other fundamental computing resources where the consumer is able to deploy and run Agreement No. 7434 This document includes salient or non-standard provisions extracted from NASPO/ValuePoint Model Contract for Cloud Services. February 17, 2016. arbitrary software, which can include operating systems and applications. The consumer does not manage or control the underlying cloud infrastructure but has control over operating systems, storage, deployed applications; and possibly limited control of select networking components (e.g., host firewalls). Intellectual Property means any and all patents, copyrights, service marks, trademarks, trade secrets, trade names, patentable inventions, or other similar proprietary rights, in tangible or intangible form, and all rights, title, and interest therein. Lead State means the State centrally administering the solicitation and any resulting Master Agreement(s). Low Risk Data is as defined in FIPS PUB 199, Standards for Security Categorization of Federal Information and Information Systems ("Low Impact Data"). Master Agreement means this agreement executed by and between the Lead State, acting on behalf of NASPO ValuePoint, and the Contractor, as now or hereafter amended. Moderate Risk Data is as defined in FIPS PUB 199, Standards for Security Categorization of Federal Information and Information Systems ("Moderate Impact Data") NASPO ValuePoint is the NASPO ValuePoint Cooperative Purchasing Program, facilitated by the NASPO Cooperative Purchasing Organization LLC, a 501(c)(3) limited liability company (doing business as NASPO ValuePoint) is a subsidiary organization the National Association of State Procurement Officials (NASPO), the sole member of NASPO ValuePoint. The NASPO ValuePoint Cooperative Purchasing Organization facilitates administration of the cooperative group contracting consortium of state chief procurement officials for the benefit of state departments, institutions, agencies, and political subdivisions and other eligible entities (i.e., colleges, school districts, counties, cities, some nonprofit organizations, etc.) for all states and the District of Columbia. The NASPO ValuePoint Cooperative Development Team is identified in the Master Agreement as the recipient of reports and may be performing contract administration functions as assigned by the Lead State. Non -Public Data means High Risk Data and Moderate Risk Data that is not subject to distribution to the public as public information. It is deemed to be sensitive and confidential by the Purchasing Entity because it contains information that is exempt by statute, ordinance or administrative rule from access by the general public as public information. Participating Addendum means a bilateral agreement executed by a Contractor and a Participating Entity incorporating this Master Agreement and any other additional Participating Entity specific language or other requirements, e.g. ordering procedures Agreement No. 7434 This document includes salient or non-standard provisions extracted from NASPO/ValuePoint Model Contract for Cloud Services. February 17, 2016. specific to the Participating Entity, other terms and conditions. Participating Entity means a state, or other legal entity, properly authorized to enter into a Participating Addendum. Participating State means a state, the District of Columbia, or one of the territories of the United States that is listed in the Request for Proposal as intending to participate. Upon execution of the Participating Addendum, a Participating State becomes a Participating Entity. Personal Data means data alone or in combination that includes information relating tc an individual that identifies the individual by name, identifying number, mark or description can be readily associated with a particular individual and which is not a public record. Personal Information may include the following personally identifiable information (PII): government -issued identification numbers (e.g., Social Security, driver's license, passport); financial account information, including account number, credit or debit card numbers; or Protected Health Information (PHI) relating to a person. Platform as a Service (PaaS) as used in this Master Agreement is defined as the capability provided to the consumer to deploy onto the cloud infrastructure consumer - created or -acquired applications created using programming languages and tools supported by the provider. This capability does not necessarily preclude the use of compatible programming languages, libraries, services, and tools from other sources. The consumer does not manage or control the underlying cloud infrastructure including network, servers, operating systems, or storage, but has control over the deployed applications and possibly application hosting environment configurations. Product means any deliverable under this Master Agreement, including Services, software, and any incidental tangible goods. Protected Health Information (PHI) means individually identifiable health information transmitted by electronic media, maintained in electronic media, or transmitted or maintained in any other form or medium. PHI excludes education records covered by the Family Educational Rights and Privacy Act (FERPA), as amended, 20 U.S.C. 1232g, records described at 20 U.S.C. 1232g(a)(4)(B)(iv) and employment records held by a covered entity in its role as employer. PHI may also include information that is a subset of health information, including demographic information collected from an individual, and (1) is created or received by a health care provider, health plan, employer or health care clearinghouse; and (2) relates to the past, present or future physical or mental health or condition of an individual; the provision of health care to an individual; or the past, present or future payment for the provision of health care to an individual; and (a) that identifies the individual; or (b) with respect to which there is a reasonable basis to believe the information can be used to identify the individual. Agreement No. 7434 This document includes salient or non-standard provisions extracted from NASPO/ValuePoint Model Contract for Cloud Services. February 17, 2016. Purchasing Entity means a state, city, county, district, other political subdivision of a State, and a nonprofit organization under the laws of some states if authorized by a Participating Addendum, who issues a Purchase Order against the Master Agreement and becomes financially committed to the purchase. Services mean any of the specifications described in the Scope of Services that are supplied or created by the Contractor pursuant to this Master Agreement. Security Incident means the possible or actual unauthorized access to a Purchasing Entity's Non -Public Data and Personal Data the Contractor believes could reasonably result in the use, disclosure or theft of a Purchasing Entity's Non -Public Data within the possession or control of the Contractor. A Security Incident also includes a major security breach to the Contractor's system, regardless if Contractor is aware of unauthorized access to a Purchasing Entity's Non -Public Data. A Security Incident may or may not turn into a Data Breach. Service Level Agreement (SLA) means a written agreement between both the Purchasing Entity and the Contractor that is subject to the terms and conditions in this Master Agreement and relevant Participating Addendum unless otherwise expressly agreed in writing between the Purchasing Entity and the Contractor. SLAs should include: (1) the technical service level performance promises, (i.e. metrics for performance and intervals for measure), (2) description of service quality, (3) identification of roles and responsibilities, (4) remedies, such as credits, and (5) an explanation of how remedies or credits are calculated and issued. Software as a Service (SaaS) as used in this Master Agreement is defined as the capability provided to the consumer to use the Contractor's applications running on a Contractor's infrastructure (commonly referred to as 'cloud infrastructure). The applications are accessible from various client devices through a thin client interface such as a Web browser (e.g., Web -based email), or a program interface. The consumer does not manage or control the underlying cloud infrastructure including network, servers, operating systems, storage, or even individual application capabilities, with the possible exception of limited user -specific application configuration settings. Solicitation means the documents used by the State of Utah, as the Lead State, to obtain Contractor's Proposal. Statement of Work means a written statement in a solicitation document or contract that describes the Purchasing Entity's service needs and expectations. 6. Discount Guarantee Period: All discounts must be guaranteed for the entire term of the Master Agreement. Participating Entities and Purchasing Entities shall receive the immediate benefit of price or rate reduction of the services provided under this Master Agreement. A price or rate reduction will apply automatically to the Master Agreement Agreement No. 7434 This document includes salient or non-standard provisions extracted from NASPO/ValuePoint Model Contract for Cloud Services. February 17, 2016. and an amendment is not necessary. 8. Confidentiality, Non -Disclosure, and Injunctive Relief a. Confidentiality. Contractor acknowledges that it and its employees or agents may, in the course of providing a Product under this Master Agreement, be exposed to or acquire information that is confidential to Purchasing Entity's or Purchasing Entity's clients. Any reports or other documents or items (including software) that result from the use of the Confidential Information by Contractor shall be treated in the same manner as the Confidential Information. Confidential Information does not include information that (1) is or becomes (other than by disclosure by Contractor) publicly known; (2) is furnished by Purchasing Entity to others without restrictions similar to those imposed by this Master Agreement; (3) is rightfully in Contractor's possession without the obligation of nondisclosure prior to the time of its disclosure under this Master Agreement; (4) is obtained from a source other than Purchasing Entity without the obligation of confidentiality, (5) is disclosed with the written consent of Purchasing Entity or; (6) is independently developed by employees, agents or subcontractors of Contractor who can be shown to have had no access to the Confidential Information. b. Non -Disclosure. Contractor shall hold Confidential Information in confidence, using at least the industry standard of confidentiality, and shall not copy, reproduce, sell, assign, license, market, transfer or otherwise dispose of, give, or disclose Confidential Information to third parties or use Confidential Information for any purposes whatsoever other than what is necessary to the performance of Orders placed under this Master Agreement. Contractor shall advise each of its employees and agents of their obligations to keep Confidential Information confidential. Contractor shall use commercially reasonable efforts to assist Purchasing Entity in identifying and preventing any unauthorized use or disclosure of any Confidential Information. Without limiting the generality of the foregoing, Contractor shall advise Purchasing Entity, applicable Participating Entity, and the Lead State immediately if Contractor learns or has reason to believe that any person who has had access to Confidential Information has violated or intends to violate the terms of this Master Agreement, and Contractor shall at its expense cooperate with Purchasing Entity in seeking injunctive or other equitable relief in the name of Purchasing Entity or Contractor against any such person. Except as directed by Purchasing Entity, Contractor will not at any time during or after the term of this Master Agreement disclose, directly or indirectly, any Confidential Information to any person, except in accordance with this Master Agreement, and that upon termination of this Master Agreement or at Purchasing Entity's request, Contractor shall turn over to Purchasing Entity all documents, papers, and other matter in Contractor's possession that embody Confidential Information. Notwithstanding the foregoing, Contractor may keep one copy of such Confidential Information necessary for quality assurance, audits and evidence of the performance of this Master Agreement. c. Injunctive Relief. Contractor acknowledges that breach of this section, including disclosure of any Confidential Information, will cause irreparable injury to Purchasing Agreement No. 7434 This document includes salient or non-standard provisions extracted from NASPO/ValuePoint Model Contract for Cloud Services. February 17, 2016. Entity that is inadequately compensable in damages. Accordingly, Purchasing Entity may seek and obtain injunctive relief against the breach or threatened breach of the foregoing undertakings, in addition to any other legal remedies that may be available. Contractor acknowledges and agrees that the covenants contained herein are necessary for the protection of the legitimate business interests of Purchasing Entity and are reasonable in scope and content. d. Purchasing Entity Law. These provisions shall be applicable only to extent they are not in conflict with the applicable public disclosure laws of any Purchasing Entity. 9. Right to Publish: Throughout the duration of this Master Agreement, Contractor must secure prior approval from the Lead State or Participating Entity for the release of any information that pertains to the potential work or activities covered by the Master Agreement, including but not limited to reference to or use of the Lead State or a Participating Entity's name, Great Seal of the State, Coat of Arms, any Agency or other subunits of the State government, or any State official or employee, for commercial promotion which is strictly prohibited. News releases or release of broadcast a -mails pertaining to this Master Agreement or Participating Addendum shall not be made without prior written approval of the Lead State or a Participating Entity. The Contractor shall not make any representations of NASPO ValuePoint's opinion or position as to the quality or effectiveness of the services that are the subject of this Master Agreement without prior written consent. Failure to adhere to this requirement may result in termination of the Master Agreement for cause. 11. Changes in Contractor Representation: The Contractor must notify the Lead State of changes in the Contractor's key administrative personnel, in writing within 10 calendar days of the change. The Lead State reserves the right to approve changes in key personnel, as identified in the Contractor's proposal. The Contractor agrees to propose replacement key personnel having substantially equal or better education, training, and experience as was possessed by the key person proposed and evaluated in the Contractor's proposal. 13. Indemnification and Limitation of Liability a. The Contractor shall defend, indemnify and hold harmless NASPO, NASPO ValuePoint, the Lead State, Participating Entities, and Purchasing Entities, along with their officers, agents, and employees as well as any person or entity for which they may be liable, from and against claims, damages or causes of action including reasonable attorneys' fees and related costs for any death, bodily injury, or damage to real or tangible property arising directly or indirectly from the negligent or wrongful act(s), error(s), or omission(s) of the Contractor, its employees or subcontractors or volunteers, at any tier, relating to the performance under the Master Agreement. b. Indemnification — Intellectual Property. The Contractor shall defend, indemnify and hold harmless NASPO, NASPO ValuePoint, the Lead State, Participating Entities, Purchasing Entities, along with their officers, agents, and employees as well as any Agreement No. 7434 This document includes salient or non-standard provisions extracted from NASPO/ValuePoint Model Contract for Cloud Services. February 17, 2016. person or entity for which they may be liable ("Indemnified Party"), from and against claims, damages or causes of action including reasonable attorneys' fees and related costs arising out of the claim that the Product or its use, infringes Intellectual Property rights ("Intellectual Property Claim") of another person or entity. (1) The Contractor's obligations under this section shall not extend to: a. Any use of the Services provided hereunder not contemplated in the product documentation. b. Any use of the Services provided hereunder in combination with other products not contemplated hereunder or in the documentation, any use of modification of the Services provided hereunder except as permitted by this Agreement. (2) The Indemnified Party shall notify the Contractor within a reasonable time after receiving notice of an Intellectual Property Claim. Even if the Indemnified Party fails to provide reasonable notice, the Contractor shall not be relieved from its obligations unless the Contractor can demonstrate that it was prejudiced in defending the Intellectual Property Claim resulting in increased expenses or loss to the Contractor and then only to the extent of the prejudice or expenses. If the Contractor promptly and reasonably investigates and defends any Intellectual Property Claim, it shall have control over the defense and settlement of it. However, the Indemnified Party must consent in writing for any money damages or obligations for which it may be responsible. The Indemnified Party shall furnish, at the Contractor's reasonable request and expense, information and assistance necessary for such defense. If the Contractor fails to vigorously pursue the defense or settlement of the Intellectual Property Claim, the Indemnified Party may assume the defense or settlement of it and the Contractor shall be liable for all costs and expenses, including reasonable attorneys' fees and related costs, incurred by the Indemnified Party in the pursuit of the Intellectual Property Claim. Unless otherwise agreed in writing, this section is not subject to any limitations of liability in this Master Agreement or in any other document executed in conjunction with this Master Agreement. b. Except as otherwise set forth in the Indemnification Paragraphs above, the limit of liability shall be as follows: i. Contractor's liability for any claim, loss or liability arising out of, or connected with the Services provided, and whether based upon default, or other liability such as breach of contract, warranty, negligence, misrepresentation or otherwise, shall in no case exceed direct damages in: (i) an amount equal to two (2) times the charges specified in the Purchase Order for the Services, or parts thereof forming the basis of the Purchasing Entity's claim, (said amount not to exceed a total of twelve (12) months charges payable under the applicable Agreement No. 7434 This document includes salient or non-standard provisions extracted from NASPO/ValuePoint Model Contract for Cloud Services. February 17, 2016. Purchase Order) or (ii) two million dollars ($2,000,000), whichever is greater. ii. The Purchasing Entity may retain such monies from any amount due Contractor as may be necessary to satisfy any claim for damages, costs and the like asserted against the Purchasing Entity unless Contractor at the time of the presentation of claim shall demonstrate to the Purchasing Entity's satisfaction that sufficient monies are set aside by the Contractor in the form of a bond or through insurance coverage to cover associated damages and other costs. iii. Notwithstanding the above, neither the Contractor nor the Purchasing Entity shall be liable for any consequential, indirect or special damages of any kind which may result directly or indirectly from such performance, including, without limitation, damages resulting from loss of use or loss of profit by the Purchasing Entity, the Contractor, or by others. iv. The limitations of liability in Section 43 will not apply to claims for bodily injury or death as set forth in Section 13, and Section 30 when made applicable under a specific purchase order. 16. Insurance a. Unless otherwise agreed in a Participating Addendum, Contractor shall, during the term of this Master Agreement, maintain in full force and effect, the insurance described in this section. Contractor shall acquire such insurance from an insurance carrier or carriers licensed to conduct business in each Participating Entity's state and having a rating of A-, Class VII or better, in the most recently published edition of Best's Reports. Failure to buy and maintain the required insurance may result in this Master Agreement's termination or, at a Participating Entity's option, result in termination of its Participating Addendum. b. Coverage shall be written on an occurrence basis. The minimum acceptable limits shall be as indicated below, with no deductible for each of the following categories: (1) Commercial General Liability covering premises operations, independent contractors, products and completed operations, blanket contractual liability, personal injury (including death), advertising liability, and property damage, with a limit of not less than $1 million per occurrence/$3 million general aggregate; (2) CLOUD MINIMUM INSURANCE COVERAGE: ................. ........ ...... Data Breach and Privacy/Cyber Liability including Technology Crime Insurance Level of Errors and Omissions Minimum Insurance Risk Minimum Insurance Coverage Coverao e 000 00 Low $2 000,000 $2 Agreement No. 7434 This document includes salient or non-standard provisions extracted from NASPO/ValuePoint Model Contract for Cloud Services. February 17, 2016. Moderate Hioh $5,000,000 $10,000,000 $5,000,000 $10,000,000 (3) Contractor must comply with any applicable State Workers Compensation or Employers Liability Insurance requirements. (4) Professional Liability. As applicable, Professional Liability Insurance Policy in the minimum amount of $1,000,000 per occurrence and $1,000,000 in the aggregate, written on an occurrence form that provides coverage for its work undertaken pursuant to each Participating Addendum. c. Contractor shall pay premiums on all insurance policies. Such policies shall also reference this Master Agreement and shall have a condition that they not be revoked by the insurer until thirty (30) calendar days after notice of intended revocation thereof shall have been given to Purchasing Entity and Participating Entity by the Contractor. d. Prior to commencement of performance, Contractor shall provide to the Lead State a written endorsement to the Contractor's general liability insurance policy or other documentary evidence acceptable to the Lead State that (1) names the Participating States identified in the Request for Proposal as additional insureds, (2) provides that no material alteration, cancellation, non -renewal, or expiration of the coverage contained in such policy shall have effect unless the named Participating State has been given at least thirty (30) days prior written notice, and (3) provides that the Contractor's liability insurance policy shall be primary, with any liability insurance of any Participating State as secondary and noncontributory. Unless otherwise agreed in any Participating Addendum, the Participating Entity's rights and Contractor's obligations are the same as those specified in the first sentence of this subsection. Before performance of any Purchase Order issued after execution of a Participating Addendum authorizing it, the Contractor shall provide to a Purchasing Entity or Participating Entity who requests it the same information described in this subsection. e. Contractor shall furnish to the Lead State, Participating Entity, and, on request, the Purchasing Entity copies of certificates of all required insurance within thirty (30) calendar days of the execution of this Master Agreement, the execution of a Participating Addendum, or the Purchase Order's effective date and prior to performing any work. The insurance certificate shall provide the following information: the name and address of the insured; name, address, telephone number and signature of the authorized agent; name of the insurance company (authorized to operate in all states); a description of coverage in detailed standard terminology (including policy period, policy number, limits of liability, exclusions and endorsements); and an acknowledgment of the requirement for notice of cancellation. Copies of renewal certificates of all required insurance shall be furnished within thirty (30) days after any renewal date. These certificates of insurance must expressly indicate compliance with each and every insurance requirement specified in this section. Failure to provide evidence of coverage Agreement No. 7434 This document includes salient or non-standard provisions extracted from NASPO/ValuePoint Model Contract for Cloud Services. February 17, 2016. may, at sole option of the Lead State, or any Participating Entity, result in this Master Agreement's termination or the termination of any Participating Addendum. f. Coverage and limits shall not limit Contractor's liability and obligations under this Master Agreement, any Participating Addendum, or any Purchase Order. 17. Laws and Regulations: Any and all Services offered and furnished shall comply fully with all applicable Federal and State laws and regulations. The federal and state laws, regulations, policies, standards, and guidelines that Contractors doing business with the Participating Entities must be aware of, include, but not limited to: Criminal Justice Information Services (CJIS) Security Policy; Federal Educational Rights and Privacy Act (FERPA); Federal Information Security Management Act (FISMA); National Institute of Technology Standards; Gramm -Leach - Bliley Act (GLB) Act; Health Insurance Portability and Accountability Act (HIPAA); Health Information Technology for Economic and Clinical Health Act (HITECH); IRS Publication 1075; Payment Card Industry Data Security Standard (PCI DSS); Sarbanes- Oxley Act (SOX); Electronic Communications Privacy Act, Stored Communications Act and the PATRIOT Act. The list is intentionally United States -centric, and is not intended to be all-inclusive. Further, since laws, regulations, requirements and industry guidelines change, consulting definitive sources to assure a clear understanding of compliance requirements is critical. Many State Entities have additional program compliance requirements that must be considered in addressing compliance. (e.g., DMV Privacy Act, Public Service Law, etc.). 20. Participants and Scope a. Contractor may not deliver Services under this Master Agreement until a Participating Addendum acceptable to the Participating Entity and Contractor is executed. The NASPO ValuePoint Master Agreement Terms and Conditions are applicable to any Order by a Participating Entity (and other Purchasing Entities covered by their Participating Addendum), except to the extent altered, modified, supplemented or amended by a Participating Addendum. By way of illustration and not limitation, this authority may apply to unique delivery and invoicing requirements, confidentiality requirements, defaults on Orders, governing law and venue relating to Orders by a Participating Entity, indemnification, and insurance requirements. Statutory or constitutional requirements relating to availability of funds may require specific language in some Participating Addenda in order to comply with applicable law. The expectation is that these alterations, modifications, supplements, or amendments will be addressed in the Participating Addendum or, with the consent of the Purchasing Entity and Contractor, may be included in the ordering document (e.g. purchase order or contract) used by the Purchasing Entity to place the Order. b. Subject to subsection 20c and a Participating Entity's Participating Addendum, the use of specific NASPO ValuePoint cooperative Master Agreements by state agencies, political subdivisions and other Participating Entities (including cooperatives) authorized Agreement No. 7434 This document includes salient or non-standard provisions extracted from NASPO/ValuePoint Model Contract for Cloud Services. February 17, 2016. by individual state's statutes to use state contracts is subject to the approval of the respective State Chief Procurement Official. c. Unless otherwise stipulated in a Participating Entity's Participating Addendum, specific services accessed through the NASPO ValuePoint cooperative Master Agreements for Cloud Services by state executive branch agencies, as required by a Participating Entity's statutes, are subject to the authority and approval of the Participating Entity's Chief Information Officer's Office3. d. Obligations under this Master Agreement are limited to those Participating Entities who have signed a Participating Addendum and Purchasing Entities within the scope of those Participating Addenda. Financial obligations of Participating States are limited to the orders placed by the departments or other state agencies and institutions having available funds. Participating States incur no financial obligations on behalf of political subdivisions. e. NASPO ValuePoint is not a party to the Master Agreement. It is a nonprofit cooperative purchasing organization assisting states in administering the NASPO ValuePoint cooperative purchasing program for state government departments, institutions, agencies and political subdivisions (e.g., colleges, school districts, counties, cities, etc.) for all 50 states, the District of Columbia and the territories of the United States. f. Participating Addenda shall not be construed to amend the terms of this Master Agreement between the Lead State and Contractor. g. Participating Entities who are not states may under some circumstances sign their own Participating Addendum, subject to the approval of participation by the Chief Procurement Official of the state where the Participating Entity is located. Coordinate requests for such participation through NASPO ValuePoint. Any permission to participate through execution of a Participating Addendum is not a determination that procurement authority exists in the Participating Entity; they must ensure that they have the requisite procurement authority to execute a Participating Addendum. h. Resale. Subject to any explicit permission in a Participating Addendum, Purchasing Entities may not resell goods, software, or Services obtained under this Master Agreement. This limitation does not prohibit: payments by employees of a Purchasing Entity as explicitly permitted under this agreement; sales of goods to the general public as surplus property; and fees associated with inventory transactions with other governmental or nonprofit entities under cooperative agreements and consistent with a Purchasing Entity's laws and regulations. Any sale or transfer permitted by this 3 Chief Information Officer means the individual designated by the Governor with Executive Branch, enterprise - wide responsibility for the leadership and management of information technology resources of a state. Agreement No. 7434 This document includes salient or non-standard provisions extracted from NASPO/ValuePoint Model Contract for Cloud Services. February 17, 2016. subsection must be consistent with license rights granted for use of intellectual property.. 22. Data Access Controls: Contractor will provide access to Purchasing Entity's Data only to those Contractor employees, contractors and subcontractors ("Contractor Staff') who need to access the Data to fulfill Contractor's obligations under this Agreement. Contractor shall not access a Purchasing Entity's user accounts or Data, except on the course of data center operations, response to service or technical issues, as required by the express terms of this Master Agreement, or at a Purchasing Entity's written request. Contractor may not share a Purchasing Entity's Data with its parent corporation, other affiliates, or any other third party without the Purchasing Entity's express written consent. Contractor will ensure that, prior to being granted access to the Data, Contractor Staff who perform work under this Agreement have successfully completed annual instruction of a nature sufficient to enable them to effectively comply with all Data protection provisions of this Agreement; and possess all qualifications appropriate to the nature of the employees' duties and the sensitivity of the Data they will be handling. 23. Operations Management: Contractor shall maintain the administrative, physical, technical, and procedural infrastructure associated with the provision of the Product in a manner that is, at all times during the term of this Master Agreement, at a level equal to or more stringent than those specified in the Solicitation. Contractor must maintain any certifications required under the Solicitation. 24. Public Information: This Master Agreement and all related documents are subject to disclosure pursuant to the Purchasing Entity's public information laws. 26. Records Administration and Audit. a. The Contractor shall maintain books, records, documents, and other evidence pertaining to this Master Agreement and orders placed by Purchasing Entities under it to the extent and in such detail as shall adequately reflect performance and administration of payments and fees. Contractor shall permit the Lead State, a Participating Entity, a Purchasing Entity, the federal government (including its grant awarding entities and the U.S. Comptroller General), and any other duly authorized agent of a governmental agency, to audit, inspect, examine, copy and/or transcribe Contractor's books, documents, papers and records directly pertinent to this Master Agreement or orders placed by a Purchasing Entity under it for the purpose of making audits, examinations, excerpts, and transcriptions. This right shall survive for a period of six (6) years following termination of this Agreement or final payment for any order placed by a Purchasing Entity against this Agreement, whichever is later, to assure compliance with the terms hereof or to evaluate performance hereunder. b. Without limiting any other remedy available to any governmental entity, the Agreement No. 7434 This document includes salient or non-standard provisions extracted from NASPO/ValuePoint Model Contract for Cloud Services. February 17, 2016. Contractor shall reimburse the applicable Lead State, Participating Entity, or Purchasing Entity for any overpayments inconsistent with the terms of the Master Agreement or orders or underpayment of fees found as a result of the examination of the Contractor's records. c. The rights and obligations herein exist in addition to any quality assurance obligation in the Master Agreement requiring the Contractor to self -audit contract obligations and that permits the Lead State to review compliance with those obligations. d. The Contractor shall allow the Purchasing Entity to audit conformance to the Master Agreement and applicable Participating Addendum terms. The purchasing entity may perform this audit or contract with a third party at its discretion and at the purchasing entity's expense. 27. Administrative Fees: The Contractor shall pay to NASPO ValuePoint, or its assignee, a NASPO ValuePoint Administrative Fee of one -quarter of one percent (0.25% or 0.0025) no later than 60 days following the end of each calendar quarter. The NASPO ValuePoint Administrative Fee shall be submitted quarterly and is based on sales of the Services. The NASPO ValuePoint Administrative Fee is not negotiable. This fee is to be included as part of the pricing submitted with proposal. Additionally, some states may require an additional administrative fee be paid directly to the state on purchases made by Purchasing Entities within that state. For all such requests, the fee level, payment method and schedule for such reports and payments will be incorporated into the Participating Addendum that is made a part of the Master Agreement. The Contractor may adjust the Master Agreement pricing accordingly for purchases made by Purchasing Entities within the jurisdiction of the state. All such agreements shall not affect the NASPO ValuePoint Administrative Fee percentage or the prices paid by the Purchasing Entities outside the jurisdiction of the state requesting the additional fee. The NASPO ValuePoint Administrative Fee shall be based on the gross amount of all sales at the adjusted prices (if any) in Participating Addenda. 28. System Failure or Damage: In the event of system failure or damage caused by Contractor or its Services, the Contractor agrees to use its best efforts to restore or assist in restoring the system to operational capacity. 29. Title to Product: If access to the Product requires an application program interface (API), Contractor shall convey to Purchasing Entity an irrevocable and perpetual license to use the API. 30. Data Privacy: When required by a specific purchase order issued under this Agreement or a Participating Addendum and accepted by the Contractor, the Contractor must comply with all applicable laws related to data privacy and security, including IRS Pub 1075. Prior to entering into a SLA with a Purchasing Entity, the Contractor and Agreement No. 7434 This document includes salient or non-standard provisions extracted from NASPO/ValuePoint Model Contract for Cloud Services. February 17, 2016. Purchasing Entity must cooperate and hold a meeting to determine the Data Categorization to determine whether the Contractor will hold, store, or process High Risk Data, Moderate Risk Data and Low Risk Data. The Contractor must document the Data Categorization in the SLA or Statement of Work. 31. Warranty: At a minimum the Contractor must warrant the following: a. Contractor has acquired any and all rights, grants, assignments, conveyances, licenses, permissions, and authorization for the Contractor to provide the Services described in this Master Agreement. b. Contractor will perform materially as described in this Master Agreement, SLA, Statement of Work, including any performance representations contained in the Contractor's response to the Solicitation by the Lead State. c. Contractor represents and warrants that the representations contained in its response to the Solicitation by the Lead State. d. The Contractor will not interfere with a Purchasing Entity's access to and use of the Services it acquires from this Master Agreement. e. The Services provided by the Contractor are compatible with and will operate successfully with any environment (including web browser and operating system) specified by the Contractor in its response to the Solicitation by the Lead State. f. The Contractor warrants that the Products it provides under this Master Agreement are free of malware. The Contractor must use industry -leading technology to detect and remove worms, Trojans, rootkits, rogues, dialers, spyware, etc. 32. Transition Assistance: a. The Contractor shall reasonably cooperate with other parties in connection with all Services to be delivered under this Master Agreement, including without limitation any successor service provider to whom a Purchasing Entity's Data is transferred in connection with the termination or expiration of this Master Agreement. The Contractor shall assist a Purchasing Entity in exporting and extracting a Purchasing Entity's Data, in a format usable without the use of the Services and as agreed by a Purchasing Entity, at no additional cost to the Purchasing Entity. Any transition services requested by a Purchasing Entity involving additional knowledge transfer and support may be subject to a separate transition Statement of Work. b. A Purchasing Entity and the Contractor shall, when reasonable, create a Transition Plan Document identifying the transition services to be provided and including a Statement of Work if applicable. Agreement No. 7434 This document includes salient or non-standard provisions extracted from NASPO/ValuePoint Model Contract for Cloud Services. February 17, 201& c. The Contractor must maintain the confidentiality and security of a Purchasing Entity's Data during the transition services and thereafter as required by the Purchasing Entity. 35. Debarment : The Contractor certifies, to the best of its knowledge, that neither it nor its principals are presently debarred, suspended, proposed for debarment, declared ineligible, or voluntarily excluded from participation in this transaction (contract) by any governmental department or agency. This certification represents a recurring certification made at the time any Order is placed under this Master Agreement. If the Contractor cannot certify this statement, attach a written explanation for review by the Lead State. 37. Governing Law and Venue a. The procurement, evaluation, and award of the Master Agreement shall be governed by and construed in accordance with the laws of the Lead State sponsoring and administering the procurement. The construction and effect of the Master Agreement after award shall be governed by the law of the state serving as Lead State (in most cases also the Lead State). The construction and effect of any Participating Addendum or Order against the Master Agreement shall be governed by and construed in accordance with the laws of the Participating Entity's or Purchasing Entity's State. b. Unless otherwise specified in the RFP, the venue for any protest, claim, dispute or action relating to the procurement, evaluation, and award is in the Lead State. Venue for any claim, dispute or action concerning the terms of the Master Agreement shall be in the state serving as Lead State. Venue for any claim, dispute, or action concerning any Order placed against the Master Agreement or the effect of a Participating Addendum shall be in the Purchasing Entity's State. c. If a claim is brought in a federal forum, then it must be brought and adjudicated solely and exclusively within the United States District Court for (in decreasing order of priority): the Lead State for claims relating to the procurement, evaluation, award, or contract performance or administration if the Lead State is a party; the Participating State if a named party; the Participating Entity state if a named party; or the Purchasing Entity state if a named party. d. This section is also not a waiver by the Participating State of any form of immunity, including but not limited to sovereign immunity and immunity based on the Eleventh Amendment to the Constitution of the United States. 40. Contract Provisions for Orders Utilizing Federal Funds: Pursuant to Appendix II to 2 Code of Federal Regulations (CFR) Part 200, Contract Provisions for Non -Federal Entity Contracts Under Federal Awards, Orders funded with federal funds may have Agreement No. 7434 This document includes salient or non-standard provisions extracted from NASPO/ValuePoint Model Contract for Cloud Services. February 17, 2016. additional contractual requirements or certifications that must be satisfied at the time the Order is placed or upon delivery. These federal requirements may be proposed by Participating Entities in Participating Addenda and Purchasing Entities for incorporation in Orders placed under this master agreement. 42. NASPO ValuePoint Summary and Detailed Usage Reports: In addition to other reports that may be required by this solicitation, the Contractor shall provide the following NASPO ValuePoint reports. a. Summary Sales Data. The Contractor shall submit quarterly sales reports directly to NASPO ValuePoint using the NASPO ValuePoint Quarterly Sales/Administrative Fee Reporting Tool found at http://www.naspo.orgMNCPO/Calculator.aspx. Any/all sales made under the contract shall be reported as cumulative totals by state. Even if Contractor experiences zero sales during a calendar quarter, a report is still required. Reports shall be due no later than 30 day following the end of the calendar quarter (as specified in the reporting tool). b. Detailed Sales Data. Contractor shall also report detailed sales data by: (1) state; (2) entity/customer type, e.g. local government, higher education, K12, non-profit; (3) Purchasing Entity name; (4) Purchasing Entity bill -to and ship -to locations; (4) Purchasing Entity and Contractor Purchase Order identifier/number(s); (5) Purchase Order Type (e.g. sales order, credit, return, upgrade, determined by industry practices); (6) Purchase Order date; (7) Ship Date; (8) and line item description, including product number if used. The report shall be submitted in any form required by the solicitation. Reports are due on a quarterly basis and must be received by the Lead State and NASPO ValuePoint Cooperative Development Team no later than thirty (30) days after the end of the reporting period. Reports shall be delivered to the Lead State and to the NASPO ValuePoint Cooperative Development Team electronically through a designated portal, email, CD -Rom, flash drive or other method as determined by the Lead State and NASPO ValuePoint. Detailed sales data reports shall include sales information for all sales under Participating Addenda executed under this Master Agreement. The format for the detailed sales data report is in shown in Attachment F. c. Reportable sales for the summary sales data report and detailed sales data report includes sales to employees for personal use where authorized by the solicitation and the Participating Addendum. Report data for employees should be limited to ONLY the state and entity they are participating under the authority of (state and agency, city, county, school district, etc.) and the amount of sales. No personal identification numbers, e.g. names, addresses, social security numbers or any other numerical identifier, may be submitted with any report. d. Contractor shall provide the NASPO ValuePoint Cooperative Development Coordinator with an executive summary each quarter that includes, at a minimum, a list Agreement No. 7434 This document includes salient or non-standard provisions extracted from NASPO/ValuePoint Model Contract for Cloud Services. February 17, 2016. of states with an active Participating Addendum, states that Contractor is in negotiations with and any PA roll out or implementation activities and issues. NASPO ValuePoint Cooperative Development Coordinator and Contractor will determine the format and content of the executive summary. The executive summary is due 30 days after the conclusion of each calendar quarter. e. Timely submission of these reports is a material requirement of the Master Agreement. The recipient of the reports shall have exclusive ownership of the media containing the reports. The Lead State and NASPO ValuePoint shall have a perpetual, irrevocable, non-exclusive, royalty free, transferable right to display, modify, copy, and otherwise use reports, data and information provided under this section. f. If requested by a Participating Entity, the Contractor must provide detailed sales data within the Participating State. 43. Entire Agreement: This Master Agreement, along with any attachment, contains the entire understanding of the parties hereto with respect to the Master Agreement unless a term is modified in a Participating Addendum with a Participating Entity. No click -through, or other end user terms and conditions or agreements required by the Contractor ("Additional Terms") provided with any Services hereunder shall be binding on Participating Entities or Purchasing Entities, even if use of such Services requires an affirmative "acceptance" of those Additional Terms before access is permitted. Agreement No. 7434 Exhibit 1 to the Master Agreement: Software -as -a -Service 1. Data Ownership: The Purchasing Entity will own all right, title and interest in its data that is related to the Services provided by this Master Agreement. The Contractor shall not access Purchasing Entity user accounts or Purchasing Entity data, except (1) in the course of data center operations, (2) in response to service or technical issues, (3) as required by the express terms of this Master Agreement, Participating Addendum, SLA, and/or other contract documents, or (4) at the Purchasing Entity's written request. Contractor shall not collect, access, or use user -specific Purchasing Entity Data except as strictly necessary to provide Service to the Purchasing Entity. No information regarding a Purchasing Entity's use of the Service may be disclosed, provided, rented or sold to any third party for any reason unless required by law or regulation or by an order of a court of competent jurisdiction. This obligation shall survive and extend beyond the term of this Master Agreement. Data Protection: Protection of personal privacy and data shall be an integral part of the business activities of the Contractor to ensure there is no inappropriate or unauthorized use of Purchasing Entity information at any time. To this end, the Contractor shall safeguard the confidentiality, integrity and availability of Purchasing Entity information and comply with the following conditions: a. The Contractor shall implement and maintain appropriate administrative, technical and organizational security measures to safeguard against unauthorized access, disclosure or theft of Personal Data and Non -Public Data. Such security measures shall be in accordance with recognized industry practice and not less stringent than the measures the Contractor applies to its own Personal Data and Non -Public Data of similar kind. b. All data obtained by the Contractor in the performance of the Master Agreement shall become and remain the property of the Purchasing Entity. c. All Personal Data shall be encrypted at rest and in transit with controlled access. Unless otherwise stipulated, the Contractor is responsible for encryption of the Personal Data. Any stipulation of responsibilities will identify specific roles and responsibilities and shall be included in the service level agreement (SLA), or otherwise made a part of the Master Agreement. d. Unless otherwise stipulated, the Contractor shall encrypt all Non -Public Data at rest and in transit. The Purchasing Entity shall identify data it deems as Non -Public Data to the Contractor. The level of protection and encryption for all Non -Public Data shall be identified in the SLA. e. At no time shall any data or processes —that either belong to or are intended for the use of a Purchasing Entity or its officers, agents or employees — be copied, disclosed or retained by the Contractor or any party related to the Contractor for subsequent use in any transaction that does not include the Purchasing Entity. Agreement No. 7434 f. The Contractor shall not use any information collected in connection with the Services issued from this Master Agreement for any purpose other than fulfilling the Services. 3. Data Location: The Contractor shall provide its services to the Purchasing Entity and its end users solely from data centers in the U.S. Storage of Purchasing Entity data at rest shall be located solely in data centers in the U.S. The Contractor shall not allow its personnel or contractors to store Purchasing Entity data on portable devices, including personal computers, except for devices that are used and kept only at its U.S. data centers. The Contractor shall permit its personnel and contractors to access Purchasing Entity data remotely only as required to provide technical support. The Contractor may provide technical user support on a 24/7 basis using a Follow the Sun model, unless otherwise prohibited in a Participating Addendum. 4. Security Incident or Data Breach Notification: a. Incident Response: Contractor may need to communicate with outside parties regarding a security incident, which may include contacting law enforcement, fielding media inquiries and seeking external expertise as mutually agreed upon, defined by law or contained in the contract. Discussing security incidents with the Purchasing Entity should be handled on an urgent as needed basis, as part of Contractor's communication and mitigation processes as mutually agreed upon, defined by law or contained in the Master Agreement. b. Security Incident Reporting Requirements: The Contractor shall report a security incident to the Purchasing Entity identified contact immediately as soon as possible or promptly without out reasonable delay, or as defined in the SLA. c. Breach Reporting Requirements: If the Contractor has actual knowledge of a confirmed data breach that affects the security of any purchasing entity's content that is subject to applicable data breach notification law, the Contractor shall (1) as soon as possible or promptly without out reasonable delay notify the Purchasing Entity, unless shorter time is required by applicable law, and (2) take commercially reasonable measures to address the data breach in a timely manner. S. Personal Data Breach Responsibilities: This section only applies when a Data Breach occurs with respect to Personal Data within the possession or control of the Contractor. a. The Contractor, unless stipulated otherwise, shall immediately notify the appropriate Purchasing Entity identified contact by telephone in accordance with the agreed upon security plan or security procedures if it reasonably believes there has been a security incident. b. The Contractor, unless stipulated otherwise, shall promptly notify the appropriate Purchasing Entity identified contact within 48 hours or sooner by telephone, unless shorter time is required by applicable law, if it has confirmed that there is, or reasonably believes that there has been a Data Breach. The Contractor shall (1) cooperate with the Purchasing Entity as reasonably requested by the Purchasing Entity to investigate and resolve the Data Breach, (2) promptly implement necessary remedial measures, if necessary, and (3) Agreement No. 7434 document responsive actions taken related to the Data Breach, including any post -incident review of events and actions taken to make changes in business practices in providing the services, if necessary. 6. Notification of Legal Requests: If legally permissible, the Contractor shall contact the Purchasing Entity upon receipt of any electronic discovery, litigation holds, discovery searches and expert testimonies related to the Purchasing Entity's data under the Master Agreement, or which in any way might reasonably require access to the data of the Purchasing Entity. The Contractor shall not respond to subpoenas, service of process and other legal requests related to the Purchasing Entity without first notifying and obtaining the approval of the Purchasing Entity, unless prohibited by law. . 7. Termination and Suspension of Service: a. In the event of a termination of the Master Agreement or applicable Participating Addendum, the Contractor shall implement an orderly return of purchasing entity's data in a CSV or another mutually agreeable format at a time agreed to by the parties or allow the Purchasing Entity to extract it's data and the subsequent secure disposal of purchasing entity's data. b. During any period of service suspension, the Contractor shall not take any action to intentionally erase or otherwise dispose of any of the Purchasing Entity's data. c. In the event of termination of any services or agreement in entirety, the Contractor shall not take any action to intentionally erase purchasing entity's data for a period of: 10 days after the effective date of termination, if the termination is in accordance with the contract period • 30 days after the effective date of termination, if the termination is for convenience • • 60 days after the effective date of termination, if the termination is for cause After such period, the Contractor shall have no obligation to maintain or provide any purchasing entity's data and shall thereafter, unless legally prohibited, delete all purchasing entity's data in its systems or otherwise in its possession or under its control. d. The purchasing entity shall be entitled to any post termination assistance generally made available with respect to the services, unless a unique data retrieval arrangement has been established as part of an SLA. e. Upon termination of the Services or the Agreement in its entirety, Contractor shall securely dispose of all Purchasing Entity's data in all of its forms, such as disk, CD/ DVD, Agreement No. 7434 backup tape and paper, unless stipulated otherwise by the Purchasing Entity. Data shall be permanently deleted and shall not be recoverable, according to National Institute of Standards and Technology (NIST)-approved methods. Certificates of destruction shall be provided to the Purchasing Entity. 8. Background Checks: Upon the request of the Purchasing Entity, the Contractor shall conduct criminal background checks and not utilize any staff, including subcontractors, to fulfill the obligations of the Master Agreement who have been convicted of any crime of dishonesty, including but not limited to criminal fraud, or otherwise convicted of any felony or misdemeanor offense for which incarceration for up to 1 year is an authorized penalty. The Contractor shall promote and maintain an awareness of the importance of securing the Purchasing Entity's information among the Contractor's employees and agents. If any of the stated personnel providing services under a Participating Addendum is not acceptable to the Purchasing Entity in its sole opinion as a result of the background or criminal history investigation, the Purchasing Entity, in its' sole option shall have the right to either (1) request immediate replacement of the person, or (2) immediately terminate the Participating Addendum and any related service agreement. 9. Access to Security Logs and Reports: The Contractor shall provide reports on a schedule specified in the SLA to the Purchasing Entity in a format as specified in the SLA agreed to by both the Contractor and the Purchasing Entity. Reports shall include latency statistics, user access, user access IP address, user access history and security logs for all public jurisdiction files related to this Master Agreement and applicable Participating Addendum. 10. Contract Audit: The Contractor shall allow the Purchasing Entity to audit conformance to the Master Agreement terms. The Purchasing Entity may perform this audit or contract with a third party at its discretion and at the Purchasing Entity's expense. 11. Data Center Audit: The Contractor shall perform an independent audit of its data centers at least annually at its expense, and provide an unredacted version of the audit report upon request to a Purchasing Entity. The Contractor may remove its proprietary information from the unredacted version. A Service Organization Control (SOC) 2 audit report or approved equivalent sets the minimum level of a third -party audit. 12. Change Control and Advance Notice: The Contractor shall give a minimum forty eight (48) hour advance notice (or as determined by a Purchasing Entity and included in the SLA) to the Purchasing Entity of any upgrades (e.g., major upgrades, minor upgrades, system changes) that may impact service availability and performance. A major upgrade is a replacement of hardware, software or firmware with a newer or better version in order to bring the system up to date or to improve its characteristics. It usually includes a new version number. Contractor will make updates and upgrades available to Purchasing Entity at no additional costs when Contractor makes such updates and upgrades generally available to its users. Agreement No. 7434 No update, upgrade or other charge to the Service may decrease the Service's functionality, adversely affect Purchasing Entity's use of or access to the Service, or increase the cost of the Service to the Purchasing Entity. Contractor will notify the Purchasing Entity at least sixty (60) days in advance prior to any major update or upgrade. 13. Security: As requested by a Purchasing Entity, the Contractor shall disclose its non-proprietary system security plans (SSP) or security processes and technical limitations to the Purchasing Entity such that adequate protection and flexibility can be attained between the Purchasing Entity and the Contractor. For example: virus checking and port sniffing — the Purchasing Entity and the Contractor shall understand each other's roles and responsibilities. 14. Non -disclosure and Separation of Duties: The Contractor shall enforce separation of job duties, require commercially reasonable non -disclosure agreements, and limit staff knowledge of Purchasing Entity data to that which is absolutely necessary to perform job duties. 15. Import and Export of Data: The Purchasing Entity shall have the ability to import or export data in piecemeal or in entirety at its discretion without interference from the Contractor at any time during the term of Contractor's contract with the Purchasing Entity. This includes the ability for the Purchasing Entity to import or export data to/from other Contractors. Contractor shall specify if Purchasing Entity is required to provide its' own tools for this purpose, including the optional purchase of Contractors tools if Contractors applications are not able to provide this functionality directly. 16. Responsibilities and Uptime Guarantee: The Contractor shall be responsible for the acquisition and operation of all hardware, software and network support related to the services being provided. The technical and professional activities required for establishing, managing and maintaining the environments are the responsibilities of the Contractor. The system shall be available 24/7/365 (with agreed -upon maintenance downtime), and provide service to customers as defined in the SLA. 17. Subcontractor Disclosure: Contractor shall identify all of its strategic business partners related to services provided under this Master Agreement, including but not limited to all subcontractors or other entities or individuals who may be a party to a joint venture or similar agreement with the Contractor, and who shall be involved in any application development and/or operations. 18. Right to Remove Individuals: The Purchasing Entity shall have the right at any time to require that the Contractor remove from interaction with Purchasing Entity any Contractor representative who the Purchasing Entity believes is detrimental to its working relationship with the Contractor. The Purchasing Entity shall provide the Contractor with notice of its determination, and the reasons it requests the removal. If the Purchasing Entity signifies that a potential security violation exists with respect to the request, the Contractor shall immediately Agreement No. 7434 remove such individual. The Contractor shall not assign the person to any aspect of the Master Agreement or future work orders without the Purchasing Entity's consent. 19. Business Continuity and Disaster Recovery: The Contractor shall provide a business continuity and disaster recovery plan upon request and ensure that the Purchasing Entity's recovery time objective (RTO) of XXX hours/days is met. (XXX hour/days shall be provided to Contractor by the Purchasing Entity.) Contractor must work with the Purchasing Entity to perform an annual Disaster Recovery test and take action to correct any issues detected during the test in a time frame mutually agreed between the Contractor and the Purchasing Entity. 20. Compliance with Accessibility Standards: The Contractor shall comply with and adhere to Accessibility Standards of Section 508 Amendment to the Rehabilitation Act of 1973, or any other state laws or administrative regulations identified by the Participating Entity. 21. Web Services: The Contractor shall use Web services exclusively to interface with the Purchasing Entity's data in near real time. 22. Encryption of Data at Rest: The Contractor shall ensure hard drive encryption consistent with validated cryptography standards as referenced in FIPS 140-2, Security Requirements for Cryptographic Modules for all Personal Data, unless the Purchasing Entity approves in writing for the storage of Personal Data on a Contractor portable device in order to accomplish work as defined in the statement of work. 23. Subscription Terms: Contractor grants to a Purchasing Entity a license to: (i) access and use the Service for its business purposes; (ii) for SaaS, use underlying software as embodied or used in the Service; and (iii) view, copy, upload and download (where applicable), and use Contractor's documentation. No Contractor terms, including standard click through license or website terms or use of privacy policy, shall apply to Purchasing Entities unless such terms are included in this Master Agreement. Agreement No. 7434 Exhibit 2 to the Master Agreement: Platform -as -a -Service 1. Data Ownership: The Purchasing Entity will own all right, title and interest in its data that is related to the Services provided by this Master Agreement. The Contractor shall not access Purchasing Entity user accounts or Purchasing Entity data, except (1) in the course of data center operations, (2) in response to service or technical issues, (3) as required by the express terms of this Master Agreement, Participating Addendum, SLA, and/or other contract documents, or (4) at the Purchasing Entity's written request. Contractor shall not collect, access, or use user -specific Purchasing Entity Data except as strictly necessary to provide Service to the Purchasing Entity. No information regarding a Purchasing Entity's use of the Service may be disclosed, provided, rented or sold to any third party for any reason unless required by law or regulation or by an order of a court of competent jurisdiction. This obligation shall survive and extend beyond the term of this Master Agreement. 2. Data Protection: Protection of personal privacy and data shall be an integral part of the business activities of the Contractor to ensure there is no inappropriate or unauthorized use of Purchasing Entity information at any time. To this end, the Contractor shall safeguard the confidentiality, integrity and availability of Purchasing Entity information and comply with the following conditions: a. The Contractor shall implement and maintain appropriate administrative, technical and organizational security measures to safeguard against unauthorized access, disclosure or theft of Personal Data and Non -Public Data. Such security measures shall be in accordance with recognized industry practice and not less stringent than the measures the Contractor applies to its own Personal Data and Non -Public Data of similar kind. b. All data obtained by the Contractor in the performance of the Master Agreement shall become and remain the property of the Purchasing Entity. c. All Personal Data shall be encrypted at rest and in transit with controlled access. Unless otherwise stipulated, the Contractor is responsible for encryption of the Personal Data. Any stipulation of responsibilities will identify specific roles and responsibilities and shall be included in the service level agreement (SLA), or otherwise made a part of the Master Agreement. d. Unless otherwise stipulated, the Contractor shall encrypt all Non -Public Data at rest and in transit. The Purchasing Entity shall identify data it deems as Non -Public Data to the Contractor. The level of protection and encryption for all Non -Public Data shall be identified in the SLA. e. At no time shall any data or processes — that either belong to or are intended for the use of a Purchasing Entity or its officers, agents or employees — be copied, disclosed or retained by the Contractor or any party related to the Contractor for subsequent use in any transaction that does not include the Purchasing Entity. Agreement No. 7434 f. The Contractor shall not use any information collected in connection with the Services issued from this Master Agreement for any purpose other than fulfilling the Services. 3. Data Location: The Contractor shall provide its services to the Purchasing Entity and its end users solely from data centers in the U.S. Storage of Purchasing Entity data at rest shall be located solely in data centers in the U.S. The Contractor shall not allow its personnel or contractors to store Purchasing Entity data on portable devices, including personal computers, except for devices that are used and kept only at its U.S. data centers. The Contractor shall permit its personnel and contractors to access Purchasing Entity data remotely only as required to provide technical support. The Contractor may provide technical user support on a 24/7 basis using a Follow the Sun model, unless otherwise prohibited in a Participating Addendum. 4. Security Incident or Data Breach Notification: The Contractor shall inform the Purchasing Entity of any security incident or data breach within the possession and control of the Contractor and related to the service provided under the Master Agreement, Participating Addendum, or SLA. Such notice shall include, to the best of Contractor's knowledge at that time, the persons affected, their identities, and the Confidential Information and Data disclosed, or shall include if this information is unknown. a. Incident Response: The Contractor may need to communicate with outside parties regarding a security incident, which may include contacting law enforcement, fielding media inquiries and seeking external expertise as mutually agreed upon, defined by law or contained in the Master Agreement, Participating Addendum, or SLA. Discussing security incidents with the Purchasing Entity should be handled on an urgent as -needed basis, as part of Contractor's communication and mitigation processes as mutually agreed, defined by law or contained in the Master Agreement, Participating Addendum, or SLA. b. Security Incident Reporting Requirements: Unless otherwise stipulated, the Contractor shall immediately report a security incident related to its service under the Master Agreement, Participating Addendum, or SLA to the appropriate Purchasing Entity. c. Breach Reporting Requirements: If the Contractor has actual knowledge of a confirmed data breach that affects the security of any Purchasing Entity data that is subject to applicable data breach notification law, the Contractor shall (1) promptly notify the appropriate Purchasing Entity within 48 hours or sooner, unless shorter time is required by applicable law, and (2) take commercially reasonable measures to address the data breach in a timely manner S. Breach Responsibilities: This section only applies when a Data Breach occurs with respect to Personal Data within the possession or control of the Contractor. a. The Contractor, unless stipulated otherwise, shall immediately notify the appropriate Purchasing Entity identified contact by telephone in accordance with the agreed upon security plan or security procedures if it reasonably believes there has been a security incident. Agreement No. 7434 b. The Contractor, unless stipulated otherwise, shall promptly notify the appropriate Purchasing Entity identified contact within 24 hours or sooner by telephone, unless shorter time is required by applicable law, if it has confirmed that there is, or reasonably believes that there has been a data breach. The Contractor shall (1) cooperate with the Purchasing Entity as reasonably requested by the Purchasing Entity to investigate and resolve the data breach, (2) promptly implement necessary remedial measures, if necessary, and (3) document responsive actions taken related to the data breach, including any post -incident review of events and actions taken to make changes in business practices in providing the services, if necessary. 6. Notification of Legal Requests: If legally permissible, the Contractor shall contact the Purchasing Entity upon receipt of any electronic discovery, litigation holds, discovery searches and expert testimonies related to the Purchasing Entity's data under the Master Agreement, or which in any way might reasonably require access to the data of the Purchasing Entity. The Contractor shall not respond to subpoenas, service of process and other legal requests related to the Purchasing Entity without first notifying and obtaining the approval of the Purchasing Entity, unless prohibited by law. 7. Termination and Suspension of Service: a. In the event of an early termination of the Master Agreement, Participating or SLA, Contractor shall allow for the Purchasing Entity to retrieve its digital content and provide for the subsequent secure disposal of the Purchasing Entity's digital content. b. During any period of service suspension, the Contractor shall not take any action to intentionally erase or otherwise dispose of any of the Purchasing Entity's data. c. In the event of early termination of any Services or agreement in entirety, the Contractor shall not take any action to intentionally erase any Purchasing Entity's data for a period of 1) 45 days after the effective date of termination, if the termination is for convenience; or 2) 60 days after the effective date of termination, if the termination is for cause. After such day period, the Contractor shall have no obligation to maintain or provide any Purchasing Entity data and shall thereafter, unless legally prohibited, delete all Purchasing Entity data in its systems or otherwise in its possession or under its control. In the event of either termination for cause, the Contractor will impose no fees for access and retrieval of digital content to the Purchasing Entity. d. The Purchasing Entity shall be entitled to any post termination assistance generally made available with respect to the services, unless a unique data retrieval arrangement has been established as part of an SLA. e. Upon termination of the Services or the Agreement in its entirety, Contractor shall securely dispose of all Purchasing Entity's data in all of its forms, such as disk, CD/ DVD, backup tape and paper, unless stipulated otherwise by the Purchasing Entity. Data shall be permanently deleted and shall not be recoverable, according to National Institute of Agreement No. 7434 Standards and Technology (NIST)-approved methods. Certificates of destruction shall be provided to the Purchasing Entity. S. Background Checks: a. Upon the request of the Purchasing Entity, the Contractor shall conduct criminal background checks and not utilize any staff, including subcontractors, to fulfill the obligations of the Master Agreement who have been convicted of any crime of dishonesty, including but not limited to criminal fraud, or otherwise convicted of any felony or misdemeanor offense for which incarceration for up to 1 year is an authorized penalty. The Contractor shall promote and maintain an awareness of the importance of securing the Purchasing Entity's information among the Contractor's employees and agents. b. The Contractor and the Purchasing Entity recognize that security responsibilities are shared. The Contractor is responsible for providing a secure infrastructure. The Purchasing Entity is responsible for its secure guest operating system, firewalls and other logs captured within the guest operating system. Specific shared responsibilities are identified within the SLA. c. If any of the stated personnel providing services under a Participating Addendum is not acceptable to the Purchasing Entity in its sole opinion as a result of the background or criminal history investigation, the Purchasing Entity, in its' sole option shall have the right to either (1) request immediate replacement of the person, or (2) immediately terminate the Participating Addendum and any related service agreement. 9. Access to Security Logs and Reports: a. The Contractor shall provide reports on a schedule specified in the SLA to the Purchasing Entity in a format as specified in the SLA and agreed to by both the Contractor and the Purchasing Entity. Reports will include latency statistics, user access, user access IP address, user access history and security logs for all Purchasing Entity files related to the Master Agreement, Participating Addendum, or SLA. b. The Contractor and the Purchasing Entity recognize that security responsibilities are shared. The Contractor is responsible for providing a secure infrastructure. The Purchasing Entity is responsible for its secure guest operating system, firewalls and other logs captured within the guest operating system. Specific shared responsibilities are identified within the SLA. 10. Contract Audit: The Contractor shall allow the Purchasing Entity to audit conformance to the Master Agreement terms. The Purchasing Entity may perform this audit or contract with a third party at its discretion and at the Purchasing Entity's expense. 11. Data Center Audit: The Contractor shall perform an independent audit of its data centers at least annually at its expense, and provide an unredacted version of the audit report upon Agreement No. 7434 request to a Purchasing Entity. The Contractor may remove its proprietary information from the unredacted version. A Service Organization Control (SOC) 2 audit report or approved equivalent sets the minimum level of a third -party audit. 12. Change Control and Advance Notice: The Contractor shall give a minimum forty eight (48) hour advance notice (or as determined by a Purchasing Entity and included in the SLA) to the Purchasing Entity of any upgrades (e.g., major upgrades, minor upgrades, system changes) that may impact service availability and performance. A major upgrade is a replacement of hardware, software or firmware with a newer or better version in order to bring the system up to date or to improve its characteristics. It usually includes a new version number. Contractor will make updates and upgrades available to Purchasing Entity at no additional costs when Contractor makes such updates and upgrades generally available to its users. No update, upgrade or other charge to the Service may decrease the Service's functionality, adversely affect Purchasing Entity's use of or access to the Service, or increase the cost of the Service to the Purchasing Entity. Contractor will notify the Purchasing Entity at least sixty (60) days in advance prior to any major update or upgrade. 13. Security: As requested by a Purchasing Entity, the Contractor shall disclose its non-proprietary system security plans (SSP) or security processes and technical limitations to the Purchasing Entity such that adequate protection and flexibility can be attained between the Purchasing Entity and the Contractor. For example: virus checking and port sniffing — the Purchasing Entity and the Contractor shall understand each other's roles and responsibilities. 14. Non -disclosure and Separation of Duties: The Contractor shall enforce separation of job duties, require commercially reasonable non -disclosure agreements, and limit staff knowledge of Purchasing Entity data to that which is absolutely necessary to perform job duties. 15. Import and Export of Data: The Purchasing Entity shall have the ability to import or export data in piecemeal or in entirety at its discretion without interference from the Contractor at any time during the term of Contractor's contract with the Purchasing Entity. This includes the ability for the Purchasing Entity to import or export data to/from other Contractors. Contractor shall specify if Purchasing Entity is required to provide its' own tools for this purpose, including the optional purchase of Contractors tools if Contractors applications are not able to provide this functionality directly. 16. Responsibilities and Uptime Guarantee: The Contractor shall be responsible for the acquisition and operation of all hardware, software and network support related to the services being provided. The technical and professional activities required for establishing, managing and maintaining the environments are the responsibilities of the Contractor. The system shall be available 24/7/365 (with agreed -upon maintenance downtime), and provide service to customers as defined in the SLA. Agreement No. 7434 17. Subcontractor Disclosure: Contractor shall identify all of its strategic business partners related to services provided under this Master Agreement, including but not limited to all subcontractors or other entities or individuals who may be a party to a joint venture or similar agreement with the Contractor, and who shall be involved in any application development and/or operations. 18. Business Continuity and Disaster Recovery: The Contractor shall provide a business continuity and disaster recovery plan upon request and ensure that the Purchasing Entity's recovery time objective (RTC) of XXX hours/days is met. (XXX hour/days shall be provided to Contractor by the Purchasing Entity.) Contractor must work with the Purchasing Entity to perform an annual Disaster Recovery test and take action to correct any issues detected during the test in a time frame mutually agreed between the Contractor and the Purchasing Entity. 19. Compliance with Accessibility Standards: The Contractor shall comply with and adhere to Accessibility Standards of Section 508 Amendment to the Rehabilitation Act of 1973 or any other state laws or administrative regulations identified by the Participating Entity.. 20. Web Services: The Contractor shall use Web services exclusively to interface with the Purchasing Entity's data in near real time. 21. Encryption of Data at Rest: The Contractor shall ensure hard drive encryption consistent with validated cryptography standards as referenced in FIPS 140-2, Security Requirements for Cryptographic Modules for all Personal Data as identified in the SLA, unless the Contractor presents a justifiable position that is approved by the Purchasing Entity that Personal Data, is required to be stored on a Contractor portable device in order to accomplish work as defined in the scope of work. 22. Subscription Terms: Contractor grants to a Purchasing Entity a license to: (i) access and use the Service for its business purposes; (ii) for PaaS, use underlying software as embodied or used in the Service; and (iii) view, copy, upload and download (where applicable), and use Contractor's documentation. No Contractor terms, including standard click through license or website terms or use of privacy policy, shall apply to Purchasing Entities unless such terms are included in this Master Agreement. Agreement No. 7434 Exhibit 3 to the Master Agreement: Infrastructure -as -a -Service Data Ownership: The Purchasing Entity will own all right, title and interest in its data that is related to the Services provided by this Master Agreement. The Contractor shall not access Purchasing Entity user accounts or Purchasing Entity data, except (1) in the course of data center operations, (2) in response to service or technical issues, (3) as required by the express terms of this Master Agreement, Participating Addendum, SLA, and/or other contract documents, or (4) at the Purchasing Entity's written request. Contractor shall not collect, access, or use user -specific Purchasing Entity Data except as strictly necessary to provide Service to the Purchasing Entity. No information regarding a Purchasing Entity's use of the Service may be disclosed, provided, rented or sold to any third party for any reason unless required by law or regulation or by an order of a court of competent jurisdiction. This obligation shall survive and extend beyond the term of this Master Agreement. 2. Data Protection: Protection of personal privacy and data shall be an integral part of the business activities of the Contractor to ensure there is no inappropriate or unauthorized use of Purchasing Entity information at any time. To this end, the Contractor shall safeguard the confidentiality, integrity and availability of Purchasing Entity information and comply with the following conditions: a. The Contractor shall implement and maintain appropriate administrative, technical and organizational security measures to safeguard against unauthorized access, disclosure or theft of Personal Data and Non -Public Data. Such security measures shall be in accordance with recognized industry practice and not less stringent than the measures the Contractor applies to its own Personal Data and Non -Public Data of similar kind. b. All data obtained by the Contractor in the performance of the Master Agreement shall become and remain the property of the Purchasing Entity. c. All Personal Data shall be encrypted at rest and in transit with controlled access. Unless otherwise stipulated, the Contractor is responsible for encryption of the Personal Data. Any stipulation of responsibilities will identify specific roles and responsibilities and shall be included in the service level agreement (SLA), or otherwise made a part of the Master Agreement. d. Unless otherwise stipulated, the Contractor shall encrypt all Non -Public Data at rest and in transit. The Purchasing Entity shall identify data it deems as Non -Public Data to the Contractor. The level of protection and encryption for all Non -Public Data shall be identified in the SLA. e. At no time shall any data or processes —that either belong to or are intended for the use of a Purchasing Entity or its officers, agents or employees — be copied, disclosed or retained by the Contractor or any party related to the Contractor for subsequent use in any transaction that does not include the Purchasing Entity. Agreement No. 7434 f. The Contractor shall not use any information collected in connection with the Services issued from this Master Agreement for any purpose other than fulfilling the Services. 3. Data Location: The Contractor shall provide its services to the Purchasing Entity and its end users solely from data centers in the U.S. Storage of Purchasing Entity data at rest shall be located solely in data centers in the U.S. The Contractor shall not allow its personnel or contractors to store Purchasing Entity data on portable devices, including personal computers, except for devices that are used and kept only at its U.S. data centers. The Contractor shall permit its personnel and contractors to access Purchasing Entity data remotely only as required to provide technical support. The Contractor may provide technical user support on a 24/7 basis using a Follow the Sun model, unless otherwise prohibited in a Participating Addendum. 4. Security Incident or Data Breach Notification: The Contractor shall inform the Purchasing Entity of any security incident or data breach related to Purchasing Entity's Data within the possession or control of the Contractor and related to the service provided under the Master Agreement, Participating Addendum, or SLA. Such notice shall include, to the best of Contractor's knowledge at that time, the persons affected, their identities, and the Confidential Information and Data disclosed, or shall include if this information is unknown. a. Security Incident Reporting Requirements: The Contractor shall report a security incident to the Purchasing Entity identified contact immediately as soon as possible or promptly without out reasonable delay, or as defined in the SLA. b. Breach Reporting Requirements: If the Contractor has actual knowledge of a confirmed data breach that affects the security of any purchasing entity's content that is subject to applicable data breach notification law, the Contractor shall (1) as soon as possible or promptly without out reasonable delay notify the Purchasing Entity, unless shorter time is required by applicable law, and (2) take commercially reasonable measures to address the data breach in a timely manner. S. Breach Responsibilities: This section only applies when a Data Breach occurs with respect to Personal Data within the possession or control of the Contractor and related to the service provided under the Master Agreement, Participating Addendum, or SLA. a. The Contractor, unless stipulated otherwise, shall immediately notify the appropriate Purchasing Entity identified contact by telephone in accordance with the agreed upon security plan or security procedures if it reasonably believes there has been a security incident. b. The Contractor, unless stipulated otherwise, shall promptly notify the appropriate Purchasing Entity identified contact within 48 hours or sooner by telephone, unless shorter time is required by applicable law, if it has confirmed that there is, or reasonably believes that there has been a data breach. The Contractor shall (1) cooperate with the Purchasing Entity as reasonably requested by the Purchasing Entity to investigate and resolve the Data Breach, (2) promptly implement necessary remedial measures, if necessary, and (3) document responsive actions taken related to the Data Breach, including any post -incident Agreement No. 7434 review of events and actions taken to make changes in business practices in providing the services, if necessary. 6. Notification of Legal Requests: If legally permissible, the Contractor shall contact the Purchasing Entity upon receipt of any electronic discovery, litigation holds, discovery searches and expert testimonies related to the Purchasing Entity's data under the Master Agreement, or which in any way might reasonably require access to the data of the Purchasing Entity. The Contractor shall not respond to subpoenas, service of process and other legal requests related to the Purchasing Entity without first notifying and obtaining the approval of the Purchasing Entity, unless prohibited by law. 7. Termination and Suspension of Service: a. In the event of an early termination of the Master Agreement, Participating or SLA, Contractor shall allow for the Purchasing Entity to retrieve its digital content and provide for the subsequent secure disposal of the Purchasing Entity's digital content. b. During any period of service suspension, the Contractor shall not take any action to intentionally erase or otherwise dispose of any of the Purchasing Entity's data. c. In the event of early termination of any Services or agreement in entirety, the Contractor shall not take any action to intentionally erase any Purchasing Entity's data for a period of 1) 45 days after the effective date of termination, if the termination is for convenience; or 2) 60 days after the effective date of termination, if the termination is for cause. After such day period, the Contractor shall have no obligation to maintain or provide any Purchasing Entity data and shall thereafter, unless legally prohibited, delete all Purchasing Entity data in its systems or otherwise in its possession or under its control. In the event of either termination for cause, the Contractor will impose no fees for access and retrieval of digital content to the Purchasing Entity. d. The Purchasing Entity shall be entitled to any post termination assistance generally made available with respect to the services, unless a unique data retrieval arrangement has been established as part of an SLA. e. Upon termination of the Services or the Agreement in its entirety, Contractor shall securely dispose of all Purchasing Entity's data in all of its forms, such as disk, CD/ DVD, backup tape and paper, unless stipulated otherwise by the Purchasing Entity. Data shall be permanently deleted and shall not be recoverable, according to National Institute of Standards and Technology (NIST)-approved methods. Certificates of destruction shall be provided to the Purchasing Entity. 8. Background Checks: a. Upon the request of the Purchasing Entity, the Contractor shall conduct criminal background checks and not utilize any staff, including subcontractors, to fulfill the obligations of the Master Agreement who have been convicted of any crime of dishonesty, Agreement No. 7434 including but not limited to criminal fraud, or otherwise convicted of any felony or misdemeanor offense for which incarceration for up to 1 year is an authorized penalty. The Contractor shall promote and maintain an awareness of the importance of securing the Purchasing Entity's information among the Contractor's employees and agents. b. The Contractor and the Purchasing Entity recognize that security responsibilities are shared. The Contractor is responsible for providing a secure infrastructure. The Purchasing Entity is responsible for its secure guest operating system, firewalls and other logs captured within the guest operating system. Specific shared responsibilities are identified within the SLA. c. If any of the stated personnel providing services under a Participating Addendum is not acceptable to the Purchasing Entity in its sole opinion as a result of the background or criminal history investigation, the Purchasing Entity, in its' sole option shall have the right to either (1) request immediate replacement of the person, or (2) immediately terminate the Participating Addendum and any related service agreement. 9. Access to Security Logs and Reports: a. The Contractor shall provide reports on a schedule specified in the SLA to the Contractor directly related to the infrastructure that the Contractor controls upon which the Purchasing Entity's account resides. Unless otherwise agreed to in the SLA, the Contractor shall provide the public jurisdiction a history or all API calls for the Purchasing Entity account that includes the identity of the API caller, the time of the API call, the source IP address of the API caller, the request parameters and the response elements returned by the Contractor. The report will be sufficient to enable the Purchasing Entity to perform security analysis, resource change tracking and compliance auditing b. The Contractor and the Purchasing Entity recognize that security responsibilities are shared. The Contractor is responsible for providing a secure infrastructure. The Purchasing Entity is responsible for its secure guest operating system, firewalls and other logs captured within the guest operating system. Specific shared responsibilities are identified within the SLA. 10. Contract Audit: The Contractor shall allow the Purchasing Entity to audit conformance to the Master Agreement terms. The Purchasing Entity may perform this audit or contract with a third party at its discretion and at the Purchasing Entity's expense. 11. Data Center Audit: The Contractor shall perform an independent audit of its data centers at least annually and at its own expense, and provide an unredacted version of the audit report upon request. The Contractor may remove its proprietary information from the unredacted version. For example, a Service Organization Control (SOC) 2 audit report would be sufficient. 12. Change Control and Advance Notice: The Contractor shall give a minimum forty eight (48) hour advance notice (or as determined by a Purchasing Entity and included in the SLA) to the Purchasing Entity of any upgrades (e.g., major upgrades, minor upgrades, system changes) that Agreement No. 7434 may impact service availability and performance. A major upgrade is a replacement of hardware, software or firmware with a newer or better version in order to bring the system up to date or to improve its characteristics. It usually includes a new version number. Contractor will make updates and upgrades available to Purchasing Entity at no additional costs when Contractor makes such updates and upgrades generally available to its users. No update, upgrade or other charge to the Service may decrease the Service's functionality, adversely affect Purchasing Entity's use of or access to the Service, or increase the cost of the Service to the Purchasing Entity. Contractor will notify the Purchasing Entity at least sixty (60) days in advance prior to any major update or upgrade. 13. Security: As requested by a Purchasing Entity, the Contractor shall disclose its non-proprietary system security plans (SSP) or security processes and technical limitations to the Purchasing Entity such that adequate protection and flexibility can be attained between the Purchasing Entity and the Contractor. For example: virus checking and port sniffing — the Purchasing Entity and the Contractor shall understand each other's roles and responsibilities. 14. Non -disclosure and Separation of Duties: The Contractor shall enforce separation of job duties, require commercially reasonable non -disclosure agreements, and limit staff knowledge of Purchasing Entity data to that which is absolutely necessary to perform job duties. 15. Import and Export of Data: The Purchasing Entity shall have the ability to import or export data in piecemeal or in entirety at its discretion without interference from the Contractor at anytime during the term of Contractor's contract with the Purchasing Entity. This includes the ability for the Purchasing Entity to import or export data to/from other Contractors. Contractor shall specify if Purchasing Entity is required to provide its' own tools for this purpose, including the optional purchase of Contractors tools if Contractors applications are not able to provide this functionality directly. 16. Responsibilities and Uptime Guarantee: The Contractor shall be responsible for the acquisition and operation of all hardware, software and network support related to the services being provided. The technical and professional activities required for establishing, managing and maintaining the environments are the responsibilities of the Contractor. The system shall be available 24/7/365 (with agreed -upon maintenance downtime), and provide service to customers as defined in the SLA. 17. Subcontractor Disclosure: Contractor shall identify all of its strategic business partners related to services provided under this Master Agreement, including but not limited to all subcontractors or other entities or individuals who may be a party to a joint venture or similar agreement with the Contractor, and who shall be involved in any application development and/or operations. Agreement No. 7434 18. Business Continuity and Disaster Recovery: The Contractor shall provide a business continuity and disaster recovery plan upon request and ensure that the Purchasing Entity's recovery time objective (RTO) of XXX hours/days is met. (XXX hour/days shall be provided to Contractor by the Purchasing Entity.) Contractor must work with the Purchasing Entity to perform an annual Disaster Recovery test and take action to correct any issues detected during the test in a time frame mutually agreed between the Contractor and the Purchasing Entity. 19. Subscription Terms: Contractor grants to a Purchasing Entity a license to: (i) access and use the Service for its business purposes; (ii) for IaaS, use underlying software as embodied or used in the Service; and (iii) view, copy, upload and download (where applicable), and use Contractor's documentation. No Contractor terms, including standard click through license or website terms or use of privacy policy, shall apply to Purchasing Entities unless such terms are included in this Master Agreement via amendment. Agreement No. 7434 ar QJ O Ln M a O Q T f0 E O ........ > LU 0 L 3 0 3 z g z ° C u_ u_ O CLO > L N f C Q) U Ln M a, ai 'n -0 Q) � E p 0- L O al N Ln to M 0 . o u L > > c E 0 O O •T M Qi C ai QJ V) i Q1 V) > n L +' H to N U p m •L 4+ L 3 bp 4) u)7 a u ai a, ai - o a40 o o o� L GJ y O O .L aaj L O i aa) QJ L C Q l7 �! u. C7 > ) C C •p fa � L cu L L ai L E O L tE O 4- O � O O 3 M L L Q) L L (L) L O 0 L � to O V T v O M f0 :6 4' C C C O t 2 > > f0 O > 0 Q1 N M L L L � Q1 � L O � -0Ln Y O O � O CU u W In io n v v v u 'C QJ 3 4• 3 41 7 4- -a L M U � = C M .a) C > > 2 .cu > C o b O +' L M L QJ L Q1 L QJ L CFI M U O O O a) aa'i M'',, L L L En M L it L M L Q) CC L 3 V 7 ( 7 Ql 3 '� 'ai i O J 'O > > > p > O O n Q L C M O QJ }J L p O C, +' C �+ N E O v •L of fa Ln � t M fL0 C N `n ca d CJ E M M Y 'L t bo L C ro QJ 4- M Lv O E Agreement No. 7434 Attachment C — Cost Schedule Solicitation Number CH16012 NASPO ValuePoint Cloud Solutions RFP Cloud Solutions By Category. Specify Discount Percent Offered for products in each cate,go . Highest discount will apply for products referenced in detail listings for multiple categories. Provide a detailed -product offering for each categoN. Software as a Service Infrastructure as a Service Platform as a Services Value Added Services Additional Value Added Services: Maintenance Services Professional Services • Deployment Services • Consulting/Advisory Services 0 Architectural Design Services Statement of Work Services Partner Services Training Deployment Services Discount % 0-21.60 Discount % 0-10 Discount % 0-11 Discount % 0-13 Onsite Hourly Rate $ _250 Remote Hourly Rate $ _175 Onsite Hourly Rate $ _350 Remote Hourly Rate $ _275 Onsite Hourly Rate $ _3 0 Remote Hourly Rate $ _225 Onsite Hourly Rate $ _300 Remote Hourly Rate $ _225 Onsite Hourly Rate $ _250 Remote Hourly Rate $ _175 Onsite Hourly Rate $ _250 Remote Hourly Rate $ _175 Onsite Hourly Rate $ _250 Online Hourly Rate $ _175 El (MY, dd m'r m m 0 0 w 0.0 0 0 0 0 0 0 0 w 0 0 0 0 o o 0 o o 0 o o o o o o 0 0 0 0 0 0.0 0 0 0 0 W m M O N W l0 la la N 'a O O N N N V O V 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 m I� N VI O N Vl m m O M M M In r In r O O Vl M �/1 V O V N O o 0 0 0 0 0 0 0 0 0 0 0 o0 O O W l0 l0 DO 00 O O O M N O O O ul m c-I mla w c-I O N N M Vl O l0 O la N ddla O'0 0 0 7 V dd o ;I.V 0 N M O O O � V r{ `.-1 �--� m W .--I � '-I m N LLim .-I N m W l/1 lfl O M N N O O '. 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CH16012 Technical Proposal Thursday March 10, 2015 CARAHSOFf TECHNOLOGY CORP. 1860 MICHAEL FARADAY DRIVE, SUITE 100 RE'SI O'N, VA 20190 WWW,CAR'AI-ISOFTi .COM Agreement No. 7434 March 10, 2015 State of Utah Division of Purchasing 3150 State Office Building Capitol Hill Salt Lake City, Utah 84114 Rei, Carahsafts Response to the State of Utahs Request for Proposal for NASPO luePoint Master Agreement r Solutions, o r . Dear Mr. Hughes, Carahsoft Technology Corp. appreciates the opportunity to respond to the State of Utah's Request for Proposals/Qllnformation for Project Description. Carahsoft Technology Corporation understands that they may required to negotiate additional terms and conditions, including additional administrative fees, with Participating Entities when executin a Partici� atin � Addendum.. When writing this response Carahsoft utilized the OEMs being proposed as a part of this response to assist in preparing this response. Staff responsible for creating this proposal include Robert R. Moore - Vice President, Jack Dixon - Contract Specialist, & David Holl - Proposal Coordinator. Carahsoft Technology Corporation is not currently suspended, debarred or otherwise excluded from federal or state procurement and non-procurerent pro rams. Carahsoft Technology Corporation acknowledges that a 0.25% NASPO ValuePoint Administrative Fee and any Participating Entity Administrative fee will apply to total sales for the Master A reement s awarded from the RFP. Carahsoft Technology Corporation is including an all -encompassing list of solutions in this response which covers the SaaS, PaaS, & IaaS categories. Services completion/deployment will vary based on manufacturer but will utilize either the manufacturers own integration policies and procedures or a third party subcontractor specializing in servicing the manufacturers' ecic solution. • Carahsoft can provide varying levels of data risk support based on customer requirements, manufacturer, and solution Please see our res ones to Attachment H for further detail. Please feel free to contact me directly at 703.871.8504/Robert.Moore carahsoft.corn or Jack Dixon at 703.230.7545/Jack.Dixon0carahsoff.com with any questions or communications that will assist the Agency in the evaluation of our response. This proposal is valid for 90 days from the date of submission. Thank you for your time and consideration. Sincerely, Robert R. Moore Vice President ftyu..uNIR➢LUI9A,RAI�Ck%DRIVE J-`i,ArYwo�REwgO'w.�,.�!tl.u�a8tbj"���. dv:j&81 .0')1k N,"0,,1rig 180'j1' V",,"CA&,'0154'd'FTh(Jid Agreement No. 7434 SOLICITATION # CH16012 TABLE O F CONTENTS �� RFPSignature Page...........................................................................................................1 Acknowledgement of Amendments.................................................................................. 4 ExecutiveSummary............................................................................................................6 Prime Contractor: Carahsoft Technology Corp ................... ................ ...........................,.....,........... ,... 6 MandatoryMinimums.........................................................................................................8 BusinessProfile................................................................................................................12 OrganizationsProfile........................................................................................................21 TechnicalResponse.........................................................................................................23 Confidential, Protected, or Proprietary Information.....................................................183 Exceptions and/or Additions to the Standard Terms and Conditions ........................185 InSummary.....................................................................................................................186 Supplemental Information..............................................................................................187 Agreement No. 7434 SOLICITATION # CH16012 _Lead Request ifbr" per ..+ and signed. Please fin� —belCw C""'a'r'ahsofrs RFP Signature Page below, ..... r , Agreement No. 7434 State of Utah Vendor Information Form zoos Legal Company Name (include d/b/a if applicable) Carahsoft Technology Corporation Ordering Address 1860 Michael Faraday Drive, Suite 100 Remittance Address (if different from ordering address) 1860 Michael Faraday Drive, Suite 100 Type ❑ Proprietorship ❑ Partnershi p ❑Government ® For -Profit Corporation ❑ Non -Profit Corporation Telephone Number (include area code) 703.871.8504 Company's Internet Web Address www.carahsoft.com 0fferc:,r Authorized Representative's Signature Type or Print Name Robert R. Moore Position or Title of Authorized Representative Vice President Date: 3 110la0/G Federal Tax Identification Number 52-2189693 City Reston City Reston Company Contact Person Robert R. Moore Fax Number (include area code) 703.871.8505 State of Utah Sales Tax ID Number 9721863-0143 State Zip Code VA 20190 State Zip Code VA 20190 Email Address robert.moore@carahsoft.com 12/15/2014 Agreement No. 7434 3/1/2016 Request for Proposal.htrnl State of Utah Request for Proposal Legal Company Name (include d/b/a if applicable) Federal Tax Identification State of Utah Sales Tax ID Number ' Number Carahsoft Technology Corporation 52-2189693 9721863-0143 Ordering Address City State Zip Code 1860 Michael Faraday Drive, Suite 100 Reston VA 20190 Remittance Address (if different from ordering address) City State Zip Code 1860 Michael Faraday Drive, Suite 100 Reston VA 20190 Type XCompany Contact Person Corporation Partnership Proprietorship Government Robert R. Moore Telephone Number (include area code) Fax Number (include area code) 703.871.8504 703.871.8505 Company's Internet Web Address Email Address www.Carahsaft.com Robert.Moore@Carahsoft.com Discount Terms (for prompt payment discounts): Days Required for Delivery After Receipt of Osier (see attached for Not Applicable any required minimums) By submitting a proposal in response to this RFP, the Offeror acknowledges and agrees that the specifications„ terms and conditions, or other elements of the RFP are not ambiguous, confusing, contradictory, unduly restrictive, erroneous, or anticompetitive. The Offeror further acknowledges that it has read this RFP, along with any attached or referenced documents, and this document, including the General Provisions. Offeror's Authorized Representative's Signature Date 3/10/2016 llwe� Type or Print Name Position or Title Robert R. Moore Vice President NOTICE file:///C:/Users/dholllAppDaWA-acalfremprremp16 selectedDocumeft.7jp/RequestI.2Ofor%2oProposal.hlml 1/3 Agreement No. 7434 SOLICITATION # CH16012 4 __ Agreement No. 7434 ACKNOWLEDGEMENT OF AMENDMENTS TO RFP (SOLICITATION CH16012) This attachment represents that the Offeror has read, reviewed, and understands the totality of Solicitation CH16012, including the final RFP document posted on February 10, 2016. By signing below, the Offeror attest to reviewing the documents listed above. Carahsoft Technoio y Cor oration Offer Rep esentative Signature Agreement No. 7434 SOLICITATION # CH16012 EXECUTIVE SUMMARY The one or two page executive summary Is to briefly describe the Offeror's Proposal. This summary should highlight the major features of the Proposal. It must indicate any requirements that cannot be met by the Offeror. The Lead State should be able to determine the essence of the Proposal by reading the executive summary. See Section 5.4 of the RFP. • • • 1711, •• • r Carahsoft Technology Corporation understands that the State of Utah & NASPO ValuePoint is seeking a Master Agreement for Cloud Solutions. Carahsoft has assembled a team from our vast portfolio of over 200 hundred vendors that includes our premiere network of cloud solutions, resellers, and subcontractors as the best solution to meet the State of Utah's requirements. The intent of our proposal is to deliver the highest value proposition at the lowest possible cost to the State of Utah, NASPO ValuePoint, & all participating entities for the acquisition of cloud solutions. Carahsoft understands the need for high quality cloud based service providers that have the ability to provide a menu of cloud solution offerings. Carahsoft's superior contract management and network of Cloud Solution Providers will ultimately increase the State & Participating Entities overall efficiency, reduce costs, improve operational salability, provide business continuity, increase collaboration efficiencies, and all for expanded flexibility. Carahsoft Technology Corp. is an IT solutions provider delivering best -of -breed hardware, software, and support solutions to federal, state and local government agencies since 2004. Carahsoft has built a reputation as a customer -centric real-time organization with unparalleled experience and depth in government sales, marketing, and contract program management. This experience has enabled Carahsoft to achieve the top spot in leading software license GSA resellers. VENDOR RELATIONSHIPS — Just as each state, territory, and participating entity is unique in how they employ cloud solutions, Carahsoft's cloud offering follows a unique business model focusing on providing superior sales and marketing execution, a track record of success, high integrity, and a focus on strategic vendor relationships. PROVEN EXECUTION (Growth and Experience of Sales) — Carahsoft has been supporting the IT needs of Government and Education Customers for more than 12 years. Our Public Sector Sales Team supports the Government, Education, and Healthcare vertical markets and is an enormous component of Carahsoft's ongoing and continued growth. In 2014, Carahsoft had revenues of over $213 in the public sector market. Our State & Local Government Sales Force is solely dedicated to supporting the unique needs of Higher Education, K-12 Schools, State Government, and Local Government customers. CONTRACT VEHICLES — Over the past ten years Carahsoft has acquired and maintained a wide variety of purchasing contract vehicles for agencies at the state, local, and federal levels. Carahsoft holds statewide contracts in many states across the country, and we have a great deal of experience with contract transitions. Associated with all contracts are dedicated and experienced contract management resources. Agreement No. 7434 SOLICITATION # CH16012 Carahsoft has leveraged its vast contracting experience and extended it to quoting and order management. Carahsoft seamlessly generates quotes within 30 minutes or less and processed over 56,000 orders in 2014 that were each completed the same day received. GROWTH & STABILITY — Carahsoft has continued to show impressive growth year after year, turning annual revenue from $3.4 million in our first year in 2004 to $1.065 billion in 2011, $1.465 billion in 2012, $1.8 billion in 2013, and $2.45 billion in 2014. In September of 2014, 7,501 orders were processed worth over $626 million. We are a stable, conservative, and profitable company and have received numerous accolades including the 2013 GovCon Government Contractor of the Year Award in the greater than $300M revenue category. Carahsoft was also recognized in the following areas: Largest GSA Schedule 70 Contract holder for software' ° "C 7rn of the Washington Business Journal's 100 Largest Private0Companies List for 2014 � ���' 2012 Federal 100 Winner, Craig P. Abod, President and CEO 2013 Federal 100 Winner, John Lee, Vice President of Cloud Services As a part of this response Carahsoft has utilized multiple Cloud Solution Vendors, covering all of the Cloud Solution Categories; SaaS, IaaS, PaaS. Carahsoft's strong vendor relationships and partner ecosystem have created an efficient and cost effective response which encompasses all vendor solutions into a single, easy to utilize vehicle. While the technical requirements of each solution vary, Carahsoft strives to consolidate these specifications and responses into a cohesive unit. Agreement No. 7434 SOLICITATION # CH16012 MANDATORY MINIMUMS This section should constitute the Offeror's point -by -point response to each item described in Section 5 of the RFP, except 5.1 (Signature Page) and 5.4 (Executive Summary). An Offeror's response must be a specific point -by -point response, in the order listed, to each requirement in the Section 5 of the RFP. 5.1— Signature Pro Page _ osals must be submitted with a .... p vendor information form, located on Bidsync as an attachment to the RFP, which must contain an ORIGINAL HANDWRITTEN signature executed in INK OR AN ELECTRONIC SIGNATURE, and be returned with the Offeror's proposal, Please find Carahsoft's Signature Page completed above. 5.2 — Cover Letter _W ........ ..... ........... ........ Proposals must include a cover letter on official letterhead of the Offeror. The cover letter must identify the RFP Title and number, and must be signed by an individual authorized to commit the Offeror to the work proposed. In addition, the cover letter must include: 5.2.1 A statement indicating the Offeror's understanding that they may be required to negotiate additional terms and conditions, including additional administrative fees, with Participating Entities when executing a Participating Addendum. 5.2.2 A statement naming the firms and/or staff responsible for writing the proposal. 5.2.3 A statement that Offeror is not currently suspended, debarred or otherwise excluded from federal or state procurement and non -procurement programs. 5.2.4 A statement acknowledging that a 0.25% NASPO ValuePoint Administrative Fee and any Participating Entity Administrative fee will apply to total sales for the Master Agreement(s) awarded from the RFP. 5.2.5 A statement identifying the service model(s) (SaaS, laaS, and/or PaaS) and deployment model(s) that it is capable of providing under the terms of the RFP. See Attachment C for a determination of each service model subcategory. The services models, deployment models and risk categories can be found in the Scope of Services, Attachment D. Note: Multiple service and/or deployment model selection is permitted, and at least one service model must be identified. See Attachment H. 5.2.6 A statement identifying the data risk categories that the Offeror is capable of storing and securing. See Attachment D and Attachment H. Please find above Carahsoft's Cover Letter addressing these requirements. Agreement No. 7434 SOLICITATION # CH16012 f.3 — Acknowled ement of Amendments g the RFP is as a ded the Offeror must acknowledge each amendment with a si n acknowledgement form provided with each amendment. Failure to return a signed copy on the g opy of each amendment acknowledgement form with the proposal may result in the proposal being found non- responsive. Carahsoft acknowledges all amendments. Also please find below Carahsoft's Acknowledgement of Amendments form completed,. 5.4 — Executive Sum Offerors must provide an Executive ry of its he major features of an Offe or's proposal. Briefly describe l the p proposal innomore ve rthan three ary ld 3 ig )Pal9es t ig ( The evaluation committee should be able to determine the essence of the proposal by reading the Executive Summary', Any requirements that cannot be met by the Offeror must be included. Please find above Carahsoft's Executive Summary addressing these requirements. 5.5 — General Requirements 5.5.1 Offeror must agree that if awarded a contract it will provide a Usage Report Administrator responsible for the quarterly sales reporting described the Master Agreement Terms and Conditions, and if applicable Participating Addendums. Carahsoft agrees that if awarded a contract they will provide a Usage Report Administrator responsible for quarterly sales reporting described in the Master Agreement Terms and Conditions, and if applicable Participating Addendums. 5.5.2 Offeror must provide a statement that it agrees to cooperate with NASPO ValuePoint and SciQuest (and any authorized agent or successor entity to SciQuest) with uploading an Offeror's ordering instructions, if awarded a contract. Carahsoft agrees to cooperate with NASPO ValuePoint and SciQuest (and any authorized agent or successor entity to SciQuest) with uploading Carahsoft's ordering instructions, if awarded a contract. 5.5.3 Offeror must at a minimum complete, provide, and maintain a completed CSA STAR Registry Self Assessment. Offeror must either submit a completed The Consensus Assessments Initiative Questionnaire (CAIQ), Exhibit 1 to Attachment B, or submit a report documenting compliance with Cloud Controls Matrix (CCM), Exhibit 2 to Attachment B. Offeror must also represent and warrant the accuracy and currency of the information on the completed. Offerors are encouraged to complete and submit both exhibits to Attachment B. ror ease or access ana evaluation, c;aransott has provided these Assessment documents under separate cover. All copies have been submitted electronically per the instructions of the RFP. Please note that specific assessments have been labeled as confidential- additional information is provided in the Confidential, Protected, or Proprietary Information section. Agreement No. 7434 SOLICITATION # CH16012 5.5.4 Offeror, as part of its proposal, must provide a sample of its Service Level Agreement, which should define the performance and other operating parameters within which the infrastructure must operate to meet IT System and Purchasing Entity's requirements. SERVICE LEVEL FRAMEWORK The service levels ("Service Levels") applicable to the Services specified in Sections 1 and 2 are set forth in Schedule B to this SD ("Service Levels for Cloud Platform Services"). The framework that governs all Service Levels is set forth in this Section. Commencement of Service Levels Commencing thirty (30) days from the Service Start Date (as set forth in the applicable Order Form), Virtustream's performance of the Services will meet each applicable Service Level. If Virtustream's performance of the Services does not meet the applicable Service Level, then Virtustream will use commercially reasonable efforts to restore its performance to meet such Service Level. Service Level Reports Service Levels will be calculated and measured monthly by Virtustream on a calendar month basis and reported each month for the previous month. The reports will be provided to Customer by the tenth (10th) working day of the month following that to which such report relates, commencing on the second (2nd) month following the Service Start Date and each month thereafter. The monthly service level report will contain at least the following items: (i) Uptime statistics for the month concerned; (ii) an analysis of reported incidents over the previous month, broken down by type for discussion; (iii) action plans for items giving rise to concern; (iv) comments and observations on any issues arising from Virtustream's performance monitoring activities; (v) recommendations on service delivery strategies to maintain or enhance the service level; and (vi) review of general business requirements ("Service Level Report"). Cloud Platform Services (CPS) has its own specific service levels as described in this document. Cloud Cover Services (CCS) has service levels that pertain to the CCS offerings and are reported separately. Not all Virtustream customers have CCS but all Virtustream customers use CPS. Service Level Review Meetings Monthly Service Level review meetings will be conducted by Virtustream with Customer where the monthly Service Level report specified above will be discussed. If any of the Service Levels measured over the previous calendar month period is not achieved in that month, then Virtustream will include the steps taken to rectify the problem in the next monthly Service Level Report. In addition, the issue shall be an agenda topic for discussion at the next monthly service review meeting. Additionally, after restoring service or otherwise resolving any immediate problem as specified in this SD, if Virtustream fails to provide Services in accordance with the Service Levels, Virtustream shall: a. Promptly investigate and report on the causes of such problem; b. Provide a Root Cause Analysis of such failure as soon as practical after such failure or at Customer's request; c. Correct such problem that is Virtustream's fault or responsibility, as soon as reasonably practicable and coordinate the correction of such problem if Virtustream does not have responsibility for the cause of such problem. d. Advise Customer of the status of remedial efforts being undertaken with respect to such problem; e. Demonstrate to Customer's reasonable satisfaction that the causes of such problem (that is Virtustream's fault or responsibility) have been or shall be corrected on a permanent basis; and f. Take corrective actions to prevent any recurrence of such problem (that is Virtustream's fault or responsibility). Root Cause Analysis Promptly following Virtustream's failure to meet a Service Level, Virtustream will perform a root cause analysis to determine the reason for that failure. Upon Virtustream's determination of the cause of such failure, it will provide to Customer a preliminary report citing the cause of such failure. If Virtustream determines that the failure was due to Virtustream, an additional report will be provided that details the root causes of the failure, and which details any measures that should be taken to minimize the possibility that such failures will re -occur. Virtustream will correct the problem and use reasonable commercial efforts to minimize the re -occurrence of such failures. Service Level Exceptions Virtustream shall not be liable for any failure to meet the Service Levels, to the extent such failure was caused by one or more of the following: a. A failure of Customer or any of its employees, agents or contractors (including any of Customer's third party service providers) to perform any of its responsibilities under this SD; 0 Agreement No. 7434 SOLICITATION # CH16012 b. Any act or omission of Customer or any of its employees, agents or contractors (including Customers third parry service providers or other third parties acting on behalf of Customer); c. Any hardware, software or other product of a third -party or Customer equipment; d. Any failure of Customer to secure the proper access rights or maintenance and support services with respect to any component of the Services (e.g., hardware, software, network, maintenance) for which Virtustream does not bear operational responsibility; e. Downtimes resulting from a Virtustream's scheduled maintenance windows; f. Customers reprioritization of the tasks to be performed by Virtustream where such reprioritization causes Virtustream to miss a Service Level; g. Viruses; provided that the infected Virtustream-provided system had virus protection for which the virus protection software updates were up to date; h. An election by Customer to purchase a base commitment that is not sufficient to run Customer's system (e.g., If a customer elects to size a NVM pool that is insufficient to run the designated workload); i. Issues occurring outside of standard working hours (as defined for business level customers) — for which the Service Level Objectives (SLOs) do not apply; j. Cloud Cover Services (CCS) offerings — for which the Service Level Objectives (SLOs) do not apply; k. Resolution delays due to lack of client response and/or Customer provided credential based information; I. Priority levels not agreed upon by both customer and supplier; m. Claims of performance degradation not substantiated through Customer provided diagnostic testing results. 5.7 Recertification of Mandatory Minimums and Technical Specifications Offeror must acknowledge that if it is awarded a contract under the RFP that it will annually certify to the Lead State that It still m exceeds the meets or exce technical Ica capabilities discussed in Its proposal. Carahsoft acknowledges that if awarded a contract under the RFP that it will annually certify to the Lead State that it still meets or exceeds the technical capabilities discussed in this proposal. Agreement No. 7434 SOLICITATION # CH16012 BUSINESS PROFILE �.� _ ....... This section should constitute the Offeror's response to the items described in Section 6 of the RFP. An Offeror's response must be a specific point -by -point response, in the order listed, to each requirement in the Section 6 of the RFP. 61— Business Profile Provide a profile of your business including: year started, organizational structure, client base (including any focus by region, market sector, etc.), growth over the last three (3) years, number of employees, employee retention rates (specific for employees that may be associated with the services related to the RFP) over the last two (2) years, etc. Businesses must demonstrate a minimum of three (3) years of experience providing cloud solutions for large scale projects, including government experience, to be eligible for award. Carahsoft Technology Corp. was started in Reston, Virginia in 2004. Carahsoft remains headquartered in Reston Virginia employing over 500 people that specifically support the Public Sector (Federal, State, Local, and Public Funded Educational Entities Nationwide within the United States.) Carahsoft has built a reputation as a customer focused organization with depth of experience in government sales, marketing, and contract program management. Carahsoft is one of the largest sellers of Cloud (including SaaS, PaaS, and IaaS) to U.S. the Public Sector. Carahsoft's organizational structure allows for very focused and individualized support of any customer. The Executive Management team at Carahsoft is responsible for all aspects of day to day running of the organization. Reporting to the Executive Management Team are Directors. It is the Director's primary responsibility to oversee a particular technology area(s) and to monitor and manage all aspects of the staff, customers, and business within that area. An example of a Technology Area at Carahsoft is the VMware Virtualization practice. A host of technology offerings that use VMware at their core are supported by a single business unit overseen by a single Director that has reach back and access to the Executive Management staff. The Director's are then supported by a group of Team Leads. Each Team Lead Oversees a business area (typically defined by customer type (i.e. State Customers) or technology type (i.e. Virtual Desktop). Each team lead oversees a staff that is responsible for executing and managing the activities within that business unit. At its' core, this organizational structure is lean and efficient, lacking layers of middle management, and empowering individuals with decision making capability in order to support all customers quickly an efficiently. Carahsoft boasts an excellent employee retention rate. Specific benchmarks that we track include employee retention at 2 years of employment and 4 years of employment with rates of 65% and 90% respectively. Carahsoft has been providing cloud solutions since opening its doors in 2004. US Public Sector entities have relied on Carahsoft to provide a wide variety of cloud technologies. Carahsoft serves as the cloud distributor and provides access to the core cloud technology with the core technology being supported by companies such as SalesForce, Google, ServiceNow, etc. Carahsoft currently support a state-wide implementation of Service Now's cloud technology within the Commonwealth of Pennsylvania. This implementation is known as the Enterprise Information Help Desk and manages all incident requests. Additionally, in 2013, Carahsoft has contracted with the State of Ohio to provide a cloud solution built around the technology from Salesforce. Ohios' Department of Administrative Services has contracted for Carahsoft to provide a variety of services including Service Cloud, Radian6 and Marketing Cloud as well as others. Both the Ohio and Pennsylvania cloud solutions are still being provided to these organizations. Contracts similar in scope and size of this NASPO Cloud RFP: 1� 12 Agreement No. 7434 SOLICITATION # CH16012 California Multiple Award Schedule ........ �......._ California CMAS 3-12-70-2247E Delaware Salesforce Contract _......� _._._.. Delaware SE-CLD-001 Florida Commercial -off -the -shelf Software Contract _ Florida CO-TS 43230000-14 ____.- 4-01 Iowa Salesforce Contract ...........�. _ ........ Iowa 2015-BUS-004 Ohio Master Cloud Services Agreement - — ....... Ohio MCSA-0016 �......... Ohio State Term Schedule _._....� _ _._ .................. Ohio STS 534354 ........ Texas DIR Salesforce Contract _..... ....... .... - DIR-SDD-1793 ....... _.... _ Texas DIR Emergency Preparedness Contract _.......... DIR-SDD-2035 Tex_.._ �....�......... as DIR Software/SaaS Contract — _.... _ ..... DIR-TSO-3149 _...... VITA Desktop Productivity Software Contract _w...... VITA VA-140401-CARA 6.2 — Scope of Experience Describe in detail the business' experience with government or large consortium contracts similar to the Master Agreements sought through this RFP. Provide the approximate dollar value of the business' five (5) largest contracts in the last two (2) years, under which the Offeror provided Solutions identical or very similar to those required by this RFP. Government experience is preferred. CONTRACT VEHICLES — Over the past ten years Carahsoft has acquired and maintained a wide variety of purchasing contract vehicles for agencies at the state, local, and federal levels. Carahsoft holds statewide contracts in many states across the country, and we have a great deal of experience with IT Master contracts accessible to numerous public agencies. Carahsoft has extensive experience in successfully launching, maintaining, and managing these contracts and projects over a wide range of government customers. The range of government projects include agency/ county/ city wide project, state-wide efforts, and multi -state contracts, as well as supporting projects that cross a wide range of Federal government customers. Examples of some of these projects include: TEXServe Multi jurisdictional Purchasing Program: Carahsoft promoted and managed the Texserve Contract -allowing the full VMware Products & Services portfolio to be procured by Texas K-12 Users at a discounted price. TEXserve services including: VMware Technical Support, Pre -sales licensing configuration & design, contract promotion, ad hoc revenue reporting, and customer nurturing/ upsell campaigns. Carahsoft worked with Texserve, K-12 customers, to partner with a select number of VMware Premier and Enterprise Authorized Resellers utilizing their expertise under the Texserve contract. ONENET Purchasing Consolidation: Carahsoft serves as the prime contractor and program manager for the ONENET contract serving the entire ONENET community providing the ability to procure VMware software (licensing/support) through a trusted network of strategic partners at a discounted rate. Carahsoft has a proven track record of providing the highest level of technical support while ensuring that members receive the proper software products and services conveniently under the ONENET Contract. TX DIR Contract Sales: Carahsoft maintains a number of purchasing vehicles with the State of Texas Department of Information Resources (DIR.) 2014 DIR sales accounted for greater than $50M in revenues. Carahsoft actively markets these contracts and has grown revenues at greater than 10% annually for the past 5 years. Total GSA State & Local Sales: Carahsoft holds a US General Services Administration (GSA) Schedule 70 Technology Contract. This contract is open to State and Local agencies to purchase as a form of Cooperative camhsoft 13 carahsoft Agreement No. 7434 SOLICITATION # CH16012 Purchasing. Carahsoft markets the availability of this contract to eligible users and maintains sales revenues to eligible State and Local entities at greater than $50M annually. As a whole, Carahsoft's five largest public sector contracts have totaled approximately $211,571,007 in sales in the past 2 years. Carahsoft GSA..S..-.,.. ._- ............. .......� Schedule GS-35F-0119Y _..._ � ........ .. $127,242,948.95 ..........__._. � ........... ..._ Texas DIR Emergency Preparedness Contract TX-DIR-SDD-2035 $ 39,007,058.19 Texas DIR BMC Contract TXDIR-SDD-1727 $ 15,734,306.68 ................. -- . Texas DIR Salesforce Contract TXDIR-SDD-1793 $ 14,876,679.26 Texas DIR Adobe Contract TX-DIR-SDD-2504 $ 14,710,013.43 Total Sales: $211,571,006.51 These contracts make up close to 2/3 of the total sales on contract that Carahsoft completed in that span. All of these contracts are currently in place with government entities. 6.3 Financials Offeror must provide audited financial statements, of the last two years, to the State that demonstrate that an Offeror meets at a minimum Dun and Bradstreet (D&B) credit rating of 3A2 or better, or a recognized equivalent rating. Please provide the Respondent's D&B Number and the composite credit rating. The State reserves the right to verify this information. If a branch or wholly owned subsidiary is bidding on this RFP, please provide the D&B Number and score for the parent company that will be financially responsible for performance of the agreement. Carahsoft has deemed its audited financials to be considered confidential. Additional information is provided in the Confidential, Protected, or Proprietary Information section. For D&B report along with additional clarification, please see page 360 in the Supplemental Information Section. 6.4 — General Information 6.4.1 Provide any pertinent general information about the depth and breadth of your Solutions and their overall use and acceptance in the cloud marketplace. Carahsoft has assembled a team from our vast portfolio of vendors that includes our leading premiere network of cloud solutions, resellers, and subcontractors as the best solution to meet the State of Utah's requirements. They include: AODocs, CA, DocuSign, FireEye, Google, QTS, Salesforce, SAP, ServiceNow, Virtru, Virtustream, VMware Carahsoft is submitting as the exclusive offeror for all Google, Salesforce, and ServiceNow solutions and services for the NASPO Cloud solicitation. These manufacturers have deemed Carahsoft as the prime contractor who can effectively and efficiently manage the NASPO cloud contract on their behalf. As a part of this response Carahsoft has utilized multiple Cloud Solution Vendors, covering all of the Cloud delivery models; SaaS, IaaS, PaaS. Carahsoft's strong vendor relationships and partner ecosystem have created an efficient and cost effective response which encompasses all vendor solutions into a single, easy carahsoft 14 _ Agreement No. 7434 SOLICITATION # CH16012 to utilize vehicle. While the technical requirements of each solution vary, Carahsoft strives to consolidate these specifications and responses into a cohesive unit. For example: CA Technologies is a leader in IT Management Solutions in the industry. CA has be steadily moving its premier on premise management solutions to the cloud. CA Clarity Project and Portfolio Management (PPM) is one of the leading solutions used by state governments today. Google's SaaS offering, Google Apps, has been commercially available since 2006 and presently has —5.3 million paying customers covering 26m+ end user licenses. Google Apps represents a combination of the most popular consumer products that have been prepared for Enterprise use through the means of adding Administrative and Compliance Controls to the suite. Gmail is the anchor product in the SaaS offering. Google has over 1 B consumer users of Gmail and from that success designed a means by which customers could bring their own email -enabled domain name(s) into this managed service to replace legacy on -premises systems at a significantly reduced price. The straightforward means of migrating data as well as configuring the service and the knowledge that a majority of these business users may already be familiar with Gmail via personal use has made the adoption of Google Apps a logical choice. Examples of the evolution of this SaaS offering include: • Acquisition in 2007 of one of the leading email security and compliance vendors and the integration of those services to the Gmail Advanced Settings options. These features include the ability for customer System Administrators to set Spam, Content, Attachment and TLS policies to meet their specific requirements. • In 2011 Google launches the Google Apps Status Dashboard, a publicly accessible website with RSS feeds to keep the world apprise of current system status. • In 2012 Google increases the Gmail storage allocation from 10gb to 25gb, no change in price • In 2013 Google modifies the storage space to unify email and Drive storage and increase the allocation to 30Gb, no change in price • In 2014 Google offers a new premium SKU that offers unlimited unified Storage • In 2015 Google enhances the Gmail Advanced Settings features to include pre -defined lexicons to support Data Loss Prevention scanning in email. The above list is a short list of the variety of services, support offerings, features and best practices that Google has adopted into the service delivery of the SaaS offering. In addition to the wide use of GMail, Google has six other products with over a Billion active users. Those are Google Search, Chrome, Android, Google Maps, YouTube and Google Play. Chrome as a browser and an operating system are further evidence of strong usage and market acceptance. In a report released by Net Applications in April of 2015, Chrome browser held 25.68% market share while IE11 had 25.04, followed by IE8 at 16.0. The increase in adoption by Enterprise customers is attributed to the real time updates against emerging threats and the Chrome for Enterprise browser controls. Chromebooks, the laptops that run Google Chrome as the OS, are seeing a rapid increase in sales in the K-12 market worldwide. This is attributed to the low-cost and the easy -to -manage machines. carahsoft 15 carahsoft Agreement No. 7434 SOLICITATION # CH16012 Google's PaaS/IaaS offerings entitled Google Cloud Platform was first announces in 2008 with Google App Engine, a platform to develop and host web applications. Early success on this platform included The Royal Wedding Website and BestBuy moving their online Gift Card/Registry service to the platform. Over the years, and based on market demand, Google began to externalize off PaaS/IaaS service offerings that Google developed originally for their own infrastructure and platform utilization. Google continues to expose the benefits of Google's infrastructure to outside entities. Or, put differently, Google lets customers use the same infrastructure that allows Google to return billions of search results in milliseconds, serve 6 billion hours of YouTube video per month and provide storage for 1 Billion Gmail users. Salesforce is the enterprise cloud computing leader dedicated to helping companies and government agencies transform into connected organizations through social and mobile technologies. Since launching its first service in 2000, Salesforce's list of over 150,000 customers span nearly every industry worldwide. The company's trusted cloud platform is creating a connected government experience for over 1000 government agencies including all federal cabinet government agencies and the majority of US States. With the world's leading cloud platform, Salesforce is freeing government data from legacy systems, empowering citizens and connecting agencies to administer government in powerful new ways. Government agencies are using Salesforce solutions for a multitude of government functions including grants management, constituent communications and correspondence management, incident and case management, call/contact center management, outreach programs, learning management, volunteer management, project management, and even donor management, among numerous others. SAP is the fastest growing company at scale in the cloud with a user base of over 95 million subscribers. We also have the largest cloud portfolio of over 30 solutions for all lines of business as well as business suites. We also have 41 data centers in 21 locations in 11 countries. 6.4.2 Offeror must describe whether or not its auditing capabilities and reports are consistent with SAS 70 or later versions including, SSAE 16 6/2011, or greater. Security is a multidimensional business imperative that demands consideration at multiple levels,, from security for applications to physical facilities and network security. In addition to the latest technologies, world -class security requires ongoing adherence to best -practice policies. To ensure this adherence, our various cloud providers continually seek relevant third -party certification, including ISO 27001, the SysTrust audit (the recognized standard for system security), and SSAE 16 SOC 1 audit (an examination and assessment of internal corporate controls, previously known as SAS 70 Type II). SOC1, SOC2 and SOC3 audits are performed by third party auditor annually at a minimum. Additional audits and certifications include: CSA'Consensus Assessments Initiative', JIPDC (Japan Privacy Seal), Tuv (Germany Privacy Mark), and TRUSTe. Some examples include: ServiceNow's security framework is based on ISO/IEC 27002 and has been ISO 27001 certified since 2012. Annually, ServiceNow undergoes ISO 27001 Surveillance audits and well as SSAE 16 attestations for both SOC 1 Type 2 and SOC 2 Type 2. Customers under an NDA can request these reports annually in assisting with both their vendor management and regulatory or compliance programs. ServiceNow provides Security Event Logs using Application Level Audit Logs and Infrastructure Monitoring, carahsoft 16 carahsoft Agreement No. 7434 SOLICITATION # CH16012 Application Level Audit Logs. The ServiceNow application writes detailed audit log information that is stored in tables within a customer's instance. Since this is considered customer data and is stored within a customer's instance, ServiceNow does not attempt to monitor or view this data unless specifically requested by a customer. As a result the customer is responsible for monitoring the contents of these logs files and, at the customer's choosing, exporting the logs through the capabilities provided within the platform. Infrastructure Monitoring. All components of the infrastructure supporting the private cloud feed alerts and logs into the SIEM. In addition, ServiceNow has deployed an Intrusion Detection System (IDS), positioned to listen to all inbound network traffic, with all events going to the SIEM as well. The SIEM is configured to automatically send alerts for common attacks. ServiceNow is responsible for managing the SIEM environment and securing the logs. ServiceNow retains all infrastructure logs for at least 90 days. The Security Operations Center (SOC) is also responsible for completing a daily checklist across a range of security domains, including privilege account usage, IDS alerts, file integrity monitoring (FIM), and database access. The daily checklists and captured events are managed through an instance of ServiceNow. Any variances that are discovered are raised as incidents for tracking, notifications, and investigation. CA SaaS environment is compliant with SSAE16 for services where infrastructure and application are managed and maintained by CA. CA Agile Management currently does not hold SSAE16 certification. For SaaS offerings where infrastructure is managed by a third party, provider's SSAE16 reports are available upon request. 6.5 — Billing and Pricing Practices 6.5.1 Describe your billing and pricing practices, including how your billing practices are transparent and easy to understand for Purchasing Entity's. Carahsoft's Order Management team works to ensure that billing and payment are completed in an efficient and simple manner. Purchase Orders and Invoices are provided to the customer early to ensure that payment can be completed whenever the customer is ready and within the confines of the agreed upon deal. Our OM team is available to answer any questions a Purchasing Entity has in order to assist with the process and confirm that they have everything needed for payment. Carahsoft's pricing is dictated by the manufacturers- Carahsoft ensures that the Purchasing Entity's receive the best possible price by working directly with the manufacturer and ensuring that pricing meets or exceeds the contract being used. In addition, Carahsoft works with the manufacturer to ensure that all pricing changes are accounted for within the contract, as applicable. 6.5.2 Identify any typical cost impacts that a Purchasing Entity might need to consider, if any, to implement your cloud solutions. .,..... , ..,, x, , , , a .�, , When a purchasing entity determines they need implementation services to their cloud solutions, the Carahsoft offering provides these additional services. For Example: ServiceNow Response: Customers typically engage ServiceNow for the initial implementation and training services and then for any major new future application implementations to get the best -of -breed expertise carahsoft 17 carahsoft Agreement No. 7434 SOLICITATION # CH16012 for good standard solution support. ServiceNow developed the platform and applications so anyone could support changes to the configuration without having to hire outside consultants. The customer is empowered as they gain experience either by shadowing ServiceNow consultants during initial implementations, as they talking to other customers through the Community website, or by asking for technical support through the portal. So initial costs typically occur for ServiceNow when it is first implemented and there might be requested services as customers add new application support but there are no ongoing costs typically. CA Cloud SaaS solutions are fully operational multi -tenant solution that are fully ready to use at outset. These Solutions are typically complex management solutions that do require setup and training. For example many customer will purchase a limited time block of consulting to help with loading data, and configuring reports. Training is also available for all applications to either augment start-up packs or walk customers through basic tasks. In addition to the licensing fees there are optional Google services that a Purchasing Entity may find meet additional mandatory requirements. Examples would include adding on other SaaS solutions like Virtru for end to end encryption or AODocs for Document Management. The key benefit to moving to Cloud based vendors is a new set of transformative tools that are more productive and most cost effective than traditional client server solutions. Other additional costs may come into play of the Purchasing Entity wants to outsource all of the configuration and migration work to the selected reseller leading to additional time and materials expenses. The Salesforce solution is available immediately for use via the internet after a Purchasing Entity makes a purchase of the solution. Other additional costs would include any implementation fees to be performed by a certified Salesforce implementation partner. These fees vary based on the type of project and length and complexity of implementation. 6.5.3 Offeror must describe how its Solutions are NIST compliant, as defined in NIST Special Publication 800-145, with the service models it offers. Carahsoft's cloud solution offerings all it within the guidelines liste'di NISI publication 800-145 and repeated in Attachment D of this response. Please see response 8.1.5 for a more detailed explanation. 6.6 — Scope and Variety of Cloud Solutions .,,. 6.6 Specify the scope and variety of the service models you offer under this solicitation. You may provide a list of the different SaaS, IaaS, and/or PaaS services that you offer. Carahsoft proudly offers a number of SaaS, PaaS, and IaaS supported by the cloud technologies as listed below. Many of our top tier cloud vendors also provide subscription and utility based pricing models which would be available to the State. Below is a list of each manufacturer being proposed in this response, along with the specific type of solution (SaaS, IaaS, and PaaS) they fit into: SaaS — AODocs, CA Technologies, DocuSign, FireEye, Google, QTS, Salesforce, SAP, ServiceNow, Virtru, VMware PaaS — Google, QTS, Salesforce, SAP, ServiceNow, Virtustream IaaS — FireEye, Google, QTS, Virtustream, VMware carahsoft 18 carahsoft Agreement No. 7434 SOLICITATION # CH16012 6.7 — Best Practices 6.7 Specify your policies and procedures in ensuring visibility, compliance, data security and threat protection for cloud -delivered services; include any implementations of encryption or tokenization to control access to sensitive data. Carahsoft utilizes varying procedures for ensuring visibility, compliance, data security and threat protection for cloud -delivered services. Please see the below examples of potential options for meeting the State's expectations: ServiceNow Response: ServiceNow applications have the advantage of being built on a single cloud platform that consists of one user interface, one code base and one data model; delivering holistic visibility into processes, creating a single source of truth, irrespective of whether the processes and systems are within the customer's environment or hosted in the cloud. ServiceNow invests significant resources in providing its services in a secure manner. This includes global teams delivering 247 operations and technical support from ServiceNow staff. ServiceNow currently has offices with staff focused on the management of the private cloud in Australia, the Netherlands, the UX, North America, and Asia. The ServiceNow environment is a private cloud, fully owned and operated by ServiceNow, which supports a logically single tenant architecture. Customer data is isolated from other customer data by leveraging an enterprise -grade cloud architecture and a dedicated database and application set per instance. This gives ServiceNow customers cost reduction through shared infrastructure, while having the security benefits of customer -specific isolation at the application and data layers. In addition to the security features that come standard within the platform and each customer instance, customers can leverage the additional security features within ServiceNow to augment the security configuration of their instances based on their own needs and risk profile. CA Response: This is addressed throughout all of our policies and procedures. CA SaaS Operations and Delivery runs an Information Security Management Framework (ISMS), which includes security organization, documentation, monitoring, and continuous improvement cycle. The security documentation comprises of CA SaaS Operations information security policies, procedures, guidelines and checklists. ISMS documentation is reviewed along with applicable controls annually. CA offers a variety of SaaS solutions, details for each offering has been provided in Exhibit 1 and 2 of this proposal. Salesforce Response: Salesforce has many customers that are subject to laws pertaining to the processing of personally identifiable information (PII) or personal data. Salesforce offers its customers a broad spectrum of functionalities and customer -controlled security features that its customers may implement in their respective uses of the Salesforce services. Salesforce believes that these provide its customers the flexibility to comply with laws with stringent privacy and security requirements. Encryption options vary based on Salesforce Commercial Cloud or Salesforce Government Cloud offering. Government Cloud Encryption: As part of the Salesforce Government Cloud, Salesforce is capable of responding to FIPS 140-2 cryptographic implementations for data being transferred between the State's web browser and Salesforce. Data that resides within Salesforce's protected boundary does not use FIPS 140-2 validated encryption as compensating/mitigating controls are in place to protect data. Additional information is provided below. Data In Motion: carahsoft 19 carahsoft Agreement No. 7434 SOLICITATION # CH16012 Salesforce employs cryptographic mechanisms to protect information during transmission. All transmissions between the user and Salesforce are encrypted by default with a 2048- bit Public Key. Our service uses International/Global Step Up certificates. We support one- way TLS, in which customers create secure connections before sharing private data. Secure routing and traffic flow policies ensure that customer traffic is encrypted entering Salesforce until the load balancer decrypts the traffic. The load balancers decrypting the traffic are APS 140-2 compliant and are located inside of the Salesforce Government Cloud isolation boundary. Data At Rest: NIST SP 800-53 Rev. 4 states in SC-28, "Information at rest refers to the state of information when it is located on a secondary storage device (e.g., disk drive, tape drive) within an organizational information system." SC-28 also states, "Organizations may choose to employ different mechanisms to achieve confidentiality and integrity protections, as appropriate." All secondary storage media (hard drives, disk drives, and tapes) containing customer data are maintained within Salesforce's secure production data centers until the media has been sanitized and destroyed. Salesforce relies on physical access controls as a compensating control to protect the data. _20 Agreement No. 7434 ORGANIZATIONS PROFILE This section should constitute the Offeror's response to the items described in Section 7 of the RFP. An Offeror's response must be a specific point -by -point response, in the order listed, to each requirement in the Section 7 of the RFP. 7.1 — Contract Manager The Offeror must provide a Contract Manager as the single point of contact for management of the NASPO ValuePoint Master Agreement, administered by the State of Utah. The Contract Manager must have a minimum of three (3) years' experience managing contracts for cloud solutions. Contract.g• you • • a Master • Bethany Blackwell Senior Manager 703-230-7435 (office) 703-501-1134 (cell) Bethan .blac welq carahsoft.com Working hours: 7am-7pm EST M-F 7.1.2 Describe in detail the Contract Manager's experience managing contracts of similar size and scope to the one that will be awarded from this RFP. Provide a detailed resume for the Contract Manager. The proposed contract manager, Bethany Blackwell, has over 5 years of experience in managing SaaS contracts in both the State and Local and Federal markets. Bethany developed and manages contracts and associated terms for cloud contracts in more than 10 states. The combination of the State and Federal contract vehicles and BPAs being managed is valued at over $300M. Annually, she oversees 1000+ SaaS transactions off of these contract vehicles which include licensing and implementation that provide end to end cloud solutions to public sector customers. Name Position Carahsoft Senior Account Manager — Bethany II Will serve as the NASPO ValuePoint Contract Manager Background 0 Senior Manager for cloud solutions products, including Salesforce.com, DocuSign, BMC Software • Vendor/Partner manager for 20+ complimentary solution vendors and 25+ implementation partners and system integrators • Graduated Virginia Tech in 2010 - dual degree with concentrations in Psychology and Political Science • 5+ years of experience at Carahsoft Skills Agreement No. 7434 SOLICITATION # CH16012 • Expertise in negotiating SaaS contract vehicles and terms at State level • Knowledge of contract vehicles, BPAs, multi -year deals, multi -vendor deals • Management of enterprise size product contracts • Establish and maintain positive customer relationships through proactive communication • Maintained interactions with customers to ensure quick, accurate quotes; facilitated easy ordering process for customers Relevant Experience • Oversees the management and execution of 900+ individual SaaS contracts, valued at 85M+ annually • Maintain the annual recurring subscription renewal bases to ensure no customer's lapse in service • Oversees the ordering and distribution of licenses on statewide enterprise licenses agreements and various BPAs • Established vendor specific terms and conditions for 10 different statewide contracts • Assist customers in shifting buying strategy from perpetual to subscription licensing model 7.1.3 Describe in detail the roles and responsibilities of the Contract Manager as they apply to the NASPO ValuePoint Master Agreement that will be awarded from this RFP, The Contract Manager assigned to this contract will be in charge of all coordination and organization efforts between Carahsoft and NASPO ValuePoint. This includes, but is not limited to: • contract negotiation • roll -out plan • amendments completion • renewal execution • reseller/subcontractor additions • contract pricelist updates and upkeep • contract compliance • marketing coordination carahsoft Z2 carahsoft Agreement No. 7434 SOLICITATION 4 CH16012 TECHNICAL RESPONSE This section should constitute the Technical response of the proposal and must contain at least the following information: A. A complete narrative of the Offeror's assessment of the Cloud Solutions to be provided, the Offerors ability and approach, and the resources necessary to fulfill the requirements. This should demonstrate the Offeror's understanding of the desired overall performance expectations and clearly, indicate any options or alternatives proposed, _ In response to the State of Utah request for Solution _ p q lution Proposals, Carahsoft has assembled a response that includes a number of Cloud Solution Offerings from within the Carahsoft Cloud framework. These offerings are all supported in part or wholly by twelve leading cloud technology providers. Each provider's technology is an integral part of Carahsoft's proposal. Within this framework, Carahsoft will orchestrate, assemble, and execute on all activities necessary to support this contract, engaging each cloud technology provider as needed in the delivery of a particular service or solution offering. The Carahsoft Cloud framework will provide for all requirements of the State of Utah Request for Proposal to be fulfilled. Carahsoft will be able to provide Cloud Solution Offerings to the State of Utah as well as to those entities that may participate via the cooperative purchasing program. The Carahsoft Cloud proposal provides for the provision of PaaS, IaaS, and SaaS offerings that are compliant with all requirements as outlined by the State. Carahsoft will provide dedicated resources to supporting this agreement. Carahsoft will insure that adequate resources are supplied to fully support this agreement during all phases from contract launch through termination. Usage requirements and demand resources fluctuate over time and Carahsoft's Cloud offering has been constructed in a manner that provides for the ability to scale without interruption, disruption, or any other similar interruption of customer service and solution availability. -- — —.m .� — ...._._ww B. A specific point -by -point response, in the order listed, to each requirement in the Section 8 of the RFP. Offerors should not provide links to a website as part of its response. Offeror's should focus their proposals on the technical qualifications and capabilities described in the RFP, Offerors should not include sales brochures as part of their response.. For the purposes of Carahsoft's response to the technical requirements (section 8) of this RFP, please note that any response provided related to a specific manufacturer should be treated as a response to the following categories: SaaS — AODocs, CA Technologies, DocuSign, FireEye, Google, QTS, Salesforce, SAP, ServiceNow, Virtru, VMware PaaS — Google, QTS, Salesforce, SAP, ServiceNow, Virtustream IaaS — FireEye, Google, QTS, Virtustream, VMware 8.1— Technical Requirements Agreement No. 7434 SOLICITATION # CH16012 _... _ .............. ........ _. CA APM CA APIM SaaS offering helps accelerate, secure and manage APIs. CA is responsible for development and management of application. AWS provides IaaS services to CA for management of the underlying cloud infrastructure. MAA CA Mobile App Analytics stimulates collaboration between business analysts, developers, operations and support in order to accelerate mobile app delivery and improve end -user experience. This service is hosted at CenturyLink Data center and the infrastructure is mana ed and maintained b CA SaaS 0 send fJlive CA Agile CA Agile Central is a SaaS offering that is generally used to document and manage work within the SDLC. mASM CA App Synthetic Monitor AS provides end —� ( M) p -to-end transaction response -time visibility into cloud, mobile and Web applications. Application utilizes Rack Space IaaS services. Google rase Cloud Service onse we will describe the various othat we ndto tions forlusin include Goo Seas, PaaS, and IaaS.. In our p p g g Apps under the SaaS model and the functions of Google Cloud Platform under Paas and laas. AODocs The Cloud Service Models that we intend to provide is SaaS. Virtru All Virtru services are cloud -based and accessed via browser or downloadable browser extensions and qu ins, SaIesforce Salesforce's d _- eployment model is a "public" cloud infrastructure, as defined b NIST 800-145 ServiceNow Cloud service a ._ rvice model: Software as a Service (Baas) Dedov ent vate oud . QTS "QTS sma leading ng national provvider of Infrastructure as a Service (IaaS) data center nter solutions and fully managed cloud services and a leader in security and compliance. The company offers a complete, unique portfolio of core data center products, including custom data center (Cl), colocation (C2) and cloud and managed services (C3), providing the flexibility, scale and security needed to support the rapidly evolving hybrid infrastructure demands of web and IT applications. With 12 data centers in eight states, QTS owns, operates and manages approximately 4.7 million square feet of secure, state-of-the-art data center infrastructure and supports more than 850 customers. QTS' Critical Facility Management (CFM) can provide increased efficiency and greater performance for third -party data center owners and operators. QTS offers a number of IaaS solutions. SAP Ariba Our solutions are offered and delivered in a true subscription -based model and shared service (multi -tenant) offering. There is no software to install, no hardware to buy, no maintenance or support costs and no need to hire consultants or tech specialists to run the system. We deploy and manage the infrastructure. Customers only need a web browser for access. Subscriptions include system maintenance, automatic upgrades, enhancements and application of service packs, Level 1— 3 help desk support, professional services and best practices built directly into the aeration. Fieldglass The SAP Fieldglass application is exclusively offered in a software as a service (SaaS) model _ Hianna SAP HANA Enterprise Cloud (HEC) is a pry _. ate managed isolated &deddatedcated ladnscape (single tenant) offering end -to -end cloud -based infrastructure and managed services for SAP applications powered by SAP HANA. It is a fully scalable, enterprise -ready, mission -critical, secure and high -availability cloud service. Hybris The SAP Hybris Commerce, Cloud Edition offering are all single tenent hosted VM environments. Customers have their own VM's with SAP Hybris instances de to ed to those VM's. The SAP Hybris Commerce„, Cloud„ Edition current 24 carahsoft Agreement No. 7434 SOLICITATION # CH16012 _._.. _ has Development, ..._. ........ pment, Staging, Testing, and Production environment. More w environments can be added as required. Success Factors Our solutions are delivered through a private cloud using a multi -tenant architecture. We refer to this as a Controlled Cloud. It includes a contractual framework reflecting applicable data privacy regulations, implementation and maintenance in accordance with Technical and Organizational Measures (TOMS) and regular audits by an independent third party for industry compliance and transparency. a' _re- .. y y ._.._.._ . Horizon Air IaaS — Public r►aunit VMware vCloud Air IaaS — Public, H� brid„ Com __ _-- Desktop & Ap_ps vCloud Suite IaaS — Private, Hybrid, Communi� Airwatch IaaS — Private SaaS — Public ... _�... ...... .. Horizon 6 IaaS Private Realize Air SaaS — Public Complaince _.. ._.. SocialCast SaaS —Public FireEye All FireEye cloud offerings included in this response fit the SaaS cloud service model and private cloud deployment model. VirtueStream Virtustream solution is fully NISI compliant for Essential Characteristics, as the Infrastruct ureasa Service (IaaS) Service Model, with all deployment options — Private Cloud, Community Cloud, _Public and Hybrid Cloud. 8.1.2 For the purposes of the RFP, meeting the NIST essential characteristics Is a primary concern. As such, describe how your proposed solution(s) meet the following characteristics, as defined in NIST Special Publication 800-145: 8.1.2.1 NIST Characteristic — On Demand Self -Service: Provide a brief written description of how the cloud solutions proposed satisfies this individual essential NIST Characteristic. Attest capability and briefly describe how self-service technical capability is met. CA APM N/A. This is a SaaS _—._.._ __ —access ... ......._ service and clients do not have direct access to the underlying infrastructure in order to provision computing capabilities. CA is responsible for the management and maintenance of the infrastructure and will make any necessary adjustments as part of providinq this service to its clients MAA This is _aSaaS offering and On -Demand service is not available, however, MAA customers are enabled to manage their accounts and carry out configuration changes r_ equired. o m nage rnqbiLe.apdications. CA Agile We are a fully multi -tenant environment and do not provide the On -Demand Self - Service oa a,bilit . _ ASM This does not apply as this is a SaaS service. ASM customers are able to manage all aspects of their accounts, create sub -accounts, and make any configuration changes necessa for their monitors. Google SaaS, Google Apps administrators have access to an Admin Panel that allows them to perform user administration, service configurations, reporting on demand. Paas/IaaS, Google Cloud Platform is an integrated set of Compute tools, Storage Tools, Networking Tools, Big Data analytic tools, Management tools and Services APIs. A customer can ..... use an of these services on demand via the Developer's Console. AODocs SaaS, AODocs administrators have access to an Admin Panel that allows them to perform user administration, roduct configurations reportIn og n demand 25 carahsoft Agreement No. 7434 SOLICITATION # CH16012 ....... ...... ._.........__ Virtru All required services can be provisioned immediately when required. Users only need to install application to get single -user capability, or login to administrative dashboard for administrative features. Salesforce Salesforce PaaS and SaaS solutions are delivered on -demand via the web and can be accessed with a browser and internet connection or mobile device. No additional software or infrastructure is required. Salesforce hosts the entire solution, thus freeing up customers to manage their mission, not manage an infrastructure solution. Additionally, Salesforce is browser agnostic and supports all major browsers (Firefox, Chrome, Safari, IE). No installations on users' laptops or desktops are required and thus the solution is accessible from anywhere an internet connection and supported browser are available, includin mobile devices. ServiceNow Customer instances are provisioned p automatically after an agreement between a customer and ServiceNow is executed. ServiceNow actively monitors customer instance performance and can automatically scale its application servers out horizontally by adding them to the load balancer ,pools for a particular instance. Docusign DocuSign's DTM® solution is ISO 27001:2013 certified and many of the ISO 27001 2013 controls are mapped to the NIST 800-53 requirements; we can provide additional information upon _ request. QTS On -demand self-service. A consumer can unilaterally provision computing capabilities, such as server time and network storage, as needed automatically without requiring human interaction with each service provider. SAP Ariba The solution provides self-service user profile management. Users profit from the intuitive, minimal -step nature of the user interface with little or no training. Chan es to user rofp ile includes workflow ca ability for Profile changes. m Fieldglass All system resources are available to all customers without limitation. The system is highly configurable with most configurations being available to the customer's administrators. Hanna HANA Enterprise Cloud is a private managed cloud therefore infra & services could be requested (added or decommisioned) on demand by placing change requests with SAP HEC teams. HEC roles & responsibilties document clearly articulates what is included in the monthly HEC pricing and what is available on -demand in addition to scalin u or down on the infra/compute. H bris N/A SuccessFactors All self-service is in one place, including benefits and payroll if those products are in scope. Self-service is an intuitive experience. We provide the ability for employees to have configured permissions to take action in the tool such as field or data updates for personal information, benefits changes, payroll actions, completing workflow for assigned activities in the tool, etc. Self- service for both employees and managers is configurable to fit your business ... rules and organizational requirements. _._........ ...... VMware VMware's IaaS and SaaS offerings complies with the On -Demand Self -Service characteristic, because once purchased, a user can unilaterally provision compute resources with no human interaction with VMware. The subscription includes access to two self service consoles: My VMware for account management, and the VMware vCloud Air Console which is the primary interface for access consumption and management of cloud resources purchased from VMware. See doc for a complete list of products/ features that comply) FireEye FireEye is offering 4 distinct SaaS cloud solutions each featuring self-service features specific to the unique capabilities of the offerings: 1.Email Threat Prevention (ETP) Email Provisioning carahsoft 26 carahsoft Agreement No. 7434 SOLICITATION # CH16012 Once the ETP infrastructure is provisioned, customers can self-service the acceptance of up- stream mail and delivery to user mailboxes by configuring their own domain settings. No user mailbox provisioning is required as ETP will automatically check the validity of the email recipient with the downstream service. 2.Mobile Threat Prevention (MTP) User Provisioning Once the MTP infrastructure is provisioned, customers can self-service the creation of service users by integrating with an LDAP service or manually adding the users via the user interface. Device Provisioning Once the MTP infrastructure is provisioned, customers can self-service the creation of managed devices by instructing users to install the FireEye MTP Application on their mobile device and having a valid user account provisioned. 3.Threat Analytics Platform (TAP) User Provisioning Once the TAP infrastructure is provisioned, customers can create and assign role -based access control to user accounts. The enrollment process includes the ability to create two -factor authentication for newly provisioned users. Data Sources Once the TAP infrastructure is provisioned, customers can configure new data sources to feed the TAP instance without the assistance of FireEye. The TAP communications broker accepts data feeds in the following formats: syslog, flat files, TCP/UDP streams, and JDBC connections. 4.FireEye as a Service with Continuous Vigilance (FaaS CV) User Provisioning Once the FaaS infrastructure is provisioned, customers can create and assign role -based access control to user accounts via the on remise Fire a sensors. VirtueStr..._ ._ _ - ................_ eam Virtustream IaaS provides a self-service portal called xStream, where users can access, view, edit, provision, and modify compute, storage, network and application services based on granular Role Based Access Control, which can be integrated with Active Directory or LDAP. Virtustream portal that enables the user to provision VMs, order services through a catalog, add storage, upload service templates., and run various reports all through the same oortal. 8.1.2.2 NIST Characteristic — Broad Network Access: Provide a brief written description of how the cloud solutions proposed satisfies this individual essential NIST Characteristic. Attest capability and briefly describe how network access is provided. CA APM The APIM service is accessed via —HT TPS on a suppo_..... rted browser with no requirements for a workstation client install ; mobile friendly and optimized for use with iOS and Android tablets _— MAA Upon native authentication, MAA dashboard is accessible by any host over public CAInternet Also, mobile devices connect to the service urn REST API. A Ile All access to the application Is throu h .. a_ browser ASM The ASM dashboard and API are accessible from any host connected to the public Internet. The API and dashboard require authentication, and each account is only . customer . Goo le SaaS, Goo le A accessible sdevice, account m and owner ���� 9 -mmmmm 9 pp platform network agnostic. As a pure play cloud -based solution the services can be accessed via any modern browser from any network access point. Customers that have requirements to limit access to trusted devices or trusted access points have access to Device Management tools via the Admin Panel at no additional cost. PaaS/IaaS, Google Cloud Platform management services can be accessed via any modern browser from any network access point. End -users can accesses services through one or more carahsoft 27 carahsoft Agreement No. 7434 SOLICITATION # CH16012 appropriate tools (browser, CLI, APIs, etc.). Administrators can also monitor and manage services througha mobile app AODocs TSara_S,'X_ODocs is service, platform and network agnostic. As a pure play cloud -based solution the vics can be accessed via any modern browser from an network access oint. Virtru All Virtru services are — -W ' available on the publically available internet. Salesforce Salesforce PaaS and SaaS solutions are delivered on -demand via the web and can be accessed with a browser and internet connection or mobile device. No additional software or infrastructure is required. Salesforce hosts the entire solution, thus freeing up customers to manage their mission, not manage an infrastructure solution. Additionally, Salesforce is browser agnostic and supports all major browsers (Firefox, Chrome, Safari, IE). No installations on users' laptops or desktops are required and thus the solution is accessible from anywhere an internet connection and supported browser are available, including_ mobile devices. _ ServiceNow ServiceNow's physical architecture is deployed into ServiceNow s managed ' g dedicated colocation cage space. Multiple diverse Internet connections terminate within the dedicated cage space providing redundant access from the Internet to the ServiceNow environment. All users, administrators and developers connect to the ServiceNow private cloud over HTTPS, leveraging TLS, for communication to and from a ServiceNow instance with all normal interactions via a web browser. There is no requirement to install any client software on any desktop, laptop, - ServiceNow instance. tablet, or smart hopnee used to access a S IT�, Docusi n Please see above. QTS Broad network access. Capabilities are available over the network and accessed through standard mechanisms that promote use by heterogeneous thin or thick client platforms (e.g., mobile phones, tablets, laptops, and workstations). QTS recognizes that the connectivity challenges of today are largely driven by consolidation, virtualization and adaptive architectures. Our agile connectivity solutions provide you with both unification across your communication infrastructure and with built-in network scale, reliability, and high-performance. QTS metroConnect is a fast, reliable, high bandwidth connection to hundreds of network and service providers inside the local Carrier Hotel. With access to the numerous networks at the carrier hotel, QTS delivers the interconnection necessary to support your connectivity, business continuity and application collaboration needs. metroConnect offers redundancy and diversity options that ensure your content is always available. -High availability -Backed by a 99.999% SLA •24x7x365 monitoring and management -Carrier-neutral model -Convenient access to an array of Carriers and Internet providers -Dedicated, secure, and highly resilient connectivity with speeds of 100Mbps, 1Gbps or 10Gbps* -Supports all connectivity redundancy, business continuity, and collaborative application needs QTS data centerConnect Service Data centerConnect is a secure, scalable, cost-effective way to connect your primary and secondary sites between two or more client environments located in different QTS data centers providing a reliable interconnection option for any size business. QTS data centerConnect enables data replication and recovery through its resilient and redundant network. This ensures your business operates successfully with seamless, day-to-day transactions over a high-performance, low latency connection that supports business continuity, data replication and other IT business application needs. With QTS data centerConnect you get: •Hioh Availability — Resilient network architecture provides high availability and reliability Agreement No. 7434 SOLICITATION # CH16012 Dedicated and Secure Dedicated bandwidth with secure MPLS encapsulation •Scalable Bandwidth — Easily scale your bandwidth (from 10Mb up to 1 Gb -Flexible Network Configurations _ Supports multiple network topologies -Cost-effective, Bundled Solution — All inclusive, bundled offer -Fully Managed, End -to -End — End -to -end, proactive monitoring and management, 24x7x365 QTS internetConnect Service internetConnect provides a multi -homed, high performance, dual access, multi -carrier network that meets all your Internet service needs. We ensure maximum uptime, guaranteed availability, and various bandwidth speeds through our flexible, high performance, carrier -neutral offer. For enterprises and government agencies conducting business over the Internet, QTS internetConnect Service provides a highly reliable, secure connectivity solution for production environments. -Direct access to multiple ISP backbones gives unmatched reliability and guarantees maximum uptime Dual connections with direct access to multiple ISP backbones Diverse, redundant paths to multiple backbone providers Dual paths, with diverse entry points into the QTS Data Center •Anti-DDoS Mitigation Services provide an additional level of protection and security -Dedicated with burstable bandwidth options provides resiliency and flexibility -Backed by an industry leading 100% SLA -Optional service plans to meet your needs QTS ethernetConnect Service You need to be able to connect your employees and customers to your applications and to the outside world. Whether hybrid cloud, disaster recovery/disaster recovery as a service, data replication, data migration or other applications, you need the ability to seamlessly and conveniently connect your business together and to the outside world as if there is no distance between you. QTS ethernetConnect offers a variety of connectivity options. You can centralize your services with a single provider. And since QTS can handle everything from ordering to billing you have a single provider for a complete solution — "One Stop Shopping". QTS understands your needs and will tailor your end -to -end solution for your business. -High Bandwidth — Speeds are available in select increments of 100Mb to 10Gb -Data Privacy — Data is separated from IP traffic as it traverses the carrier backbone -High Performance Options — Solutions can be developed to fit your specific performance or reliability requirements -Consistency — Ethernet circuits travel over a single carrier's infrastructure and data follows a consistent path, SAP Anba Ariba uses Cisco Rou �._.. -_ ers and Catalysts (high-speed switches) for ensuring maximum network connection performance. They deliver enterprise -class versatility, integration, and power to Ariba. Together, these routers provide the required support for Internet/intranet access with firewall security _. _.._ Fieldglass Customers are only required to use a standard web browser with default wsetlin s to access and use the Fiei iris solution. Hanna Cloud Capabilities are available over the network via secure ._.....— p ( MPLS or VPN network connectivity) and accessed through standard mechanisms that promote use by heterogeneous thin or thick client platforms such as mobile phones, laptops. HEC is an extension of customers existing netwerk and uses customes IP range and /24 ran e, Hybris All capabilities of SAP Hybris are available over the network Furthermore, they are accessible by standard mechanism including heterocienous thin or 29 carahsoft Agreement No. 7434 SOLICITATION # CH16012 thick client platforms through either standard web technologies or through the _ hybris OCC REST web service APIs. ...... g g SuccessFactors Our solution was designed from the outset for high availability. We provide a system availability SLA of 99.5%. Every component (hardware and software) is completely redundant. There is a redundant piece of equipment or software for every hardware or software component for every layer of the infrastructure stack (server, software and network). We load balance at every tier in the infrastructure, from the network to the database servers. F5 load balancers are used to route traffic to an available web server to process the request. Application server clusters are enabled so that servers can fail without interrupting the user experience. We maintain an N+1 approach for all equipment in the hosted cloud environment, so that there is never a single point of failure. All customer database backups are encrypted and streamed in a secure manner from the customer's "primary" data center to their "alternate" data center, allowing for a timely restoration of service in the event of disaster. Based on the terms of the agreement, we will designate one of the data centers as the customer's "primary" data center, with an additional data center designated as the "alternate" for data redundancy and disaster recovery purposes. Load balancers will automatically detect a software or hardware error and take the servers out of service if needed without interrupting the user experience or application. They also allow capacity addition or reduction without interrupting service. All of the JBOSS application servers are clustered. Each is designated as a primary and a secondary, so any application server can fail without any loss of service or interruption of the application or user experience. The database servers are also clustered using a Veritas high availability cluster. The Veritas suite will detect any hardware or software errors in the database machines and automatically fail them over to a sta! db set r`!eC _W.......- VMware VMware's IaaS offerings complies with the Broad Network Access characteristic. All fo these products' capabilities are available over the public internet and can be used by heterogeneous thin or thick client platforms. Consumers only need internet access to access these resources. Additional capabilities exist including the ability to secure communications over the public internet including IPSEC VPN, SSL Client VPN, and the ability to consume via WAN connectivity. VMware's SaaS offering AirWatch can be accessed over the internet or private network through standard mechanisms. FireEye All FireEye cloud offerings included in this response meet the definition of broad network access. Each of the solutions performs its designed functionality over standard internet-facing services and is accessible via a web browser from any internet connected device when valid credentials are provided. -.._._. ......._........ VirtueStream Virtustre am IaaS provides Broad Network Access, where it can provide landing zone for any private network (Point -to -Point, Virtual Private Label Switching, Multi -Protocol Label Switching, or Direct Connect), public network (Internet, Trusted Internet Connectivity as landing zone, IPSEC VPN and SSL VPN) and also extranet connectivity (shared network, i.e, Cloud Connect, Cloud nge, etc.) which is growing rapidly as option for connecting cloud resources. Excha .... 8.1.2.3 NIST Characteristic - Resource Pooling. Provide a brief written description of how the cloud solutions proposed satisfies this individual essential NIST Characteristic. Attest capability and briefly describe how resource pooling technical capability is met. 30 carahsoft Agreement No. 7434 SOLICITATION # CH16012 Carahsoft's multiple Cloud Service Provider's solution provides for Resource Pooling, as defined by NIST, in a variety of methods. Each method optimizes the cloud subscriber's experience while optimizing the availability of compute, network, and data resources. Each service provider provides Resource Pooling, see below for details. ..... _.. .... .uu CA APM CA API Management SaaS (SaaS APIM) has been built from the ground up to be a multi -tenanted, SaaS-based offering that leverages Amazon's infrastructure to scale appropriately; utilize a continuous integration model to provide for frequent updates; and fail over across multiple availabilit zones MAA MAA core service utilizes dedicated infrastructure layered with virtualization capabilities. It doesn't share computing resources with other services. Tenants are se rega!q ft_a !ication containerization capabilities. CA Agile We monitor all system resources and have alerting mechanisms when resource constraints have reached a defined threshold. We can easily scale our systems to accommodate any additional capacity. If we determine a single user is using a significant amount of resources we will proactively reach out to them to understand what they are trying to accomplish and help them to formulate more performant aeries. ASM All ASM core servers are dedicated physical servers. ASM Public Status Pages are served from dedicated web servers (used only by CA ASM) in the Amazon Cloud, on shared tenancy virtualization. Amazon Cloud virtual machines used by ASM are many d by an ovisicDed by CA ASMws sterm administrators. ....... Google SaaS, Google's global infrastructure is a shared pool of resources that dynamically serve each end user with a primary data center access point that may rotate throughout the session without the end user being aware while at the same time replicating any data across at least two additional geographically dispersed data centers which also may rotate through the session. PaaS/laaS, Google Cloud Platform also operates across the global Google infrastruture. The elements of this service can be defined within the Developer's console to run within a higher level of abstraction which covers four regions; Central US, Eastern US, Western Europe, East Asia where each region has three or four zones. AODocs AODocs infrastructure is hosted in Google App Engine and data of our customers on Google Drive This protection is insured by Goo le. Virtru Virtru Services are offereq In a Fuliy_ multi -tenant mode if the customer requests. �_m ........... _ Salesforce Salesforce is a multitenant cloud -based subscription service. Multi -tenant cloud solutions provide a single, shared infrastructure, one code base, one platform that is all centrally managed, with platform -based API to support all integration traffic, and multiple release upgrades included as part of the subscription service. Multi -tenancy and the Cloud Computing model remove unneeded tasks from the process of delivering, managing, and integrating software. Salesforce customers will not need to maintain any hardware or software. Without multiple versions to support, integrations don't break during updates; they are simply updated automatically. As a result, both the initial integration and its continued maintenance are simplified. More resources can be focused on creating a better product, with a faster cycle of innovation, instead of having to manage the complexity of many different versions to support a vast installed base. Salesforce's position as an online service enables us to roll out all levels of improvement, from patch releases to major upgrades that are largely transparent to the end users. When a bug is fixed and tested, it is rolled out to the application as part of regular maintenance; the nature of the service prevents special patches and code branches for individual customers, so all fixes can otentiall benefit all customers. ServiceNow The ServiceNow environment is a private cloud, fully owned and operated by Servic&Now, which ...... supports a logically single tenant architecture. Customer data is isolated from other customer data carahsoft 31 carahsoft Agreement No. 7434 SOLICITATION # CH16012 b leveraging an enterprise -grade cloud architecture and a dedicated database n y g gand application set per Instance. This gives ServiceNow customers cost reduction through shared infrastructure, while having the security benefits of customer -specific isolation at the application and data layers. In addition to the security features that come standard within the platform and each customer instance, customers can leverage the additional security features within ServiceNow to augment the security configuration of their instances based on their own needs and risk profile. Customers share a hardware platform (no virtualization), but access entirely separate individual instances of the ServiceNow platform. ........___..........._ _......._ ... — Docusi n QTS Resource pooling ..T .- .............. The provider's computing resources are pooled to serve multiple consumers using a multi -tenant model, with different physical and virtual resources dynamically assigned and reassigned according to consumer demand. There is a sense of location independence in that the customer generally has no control or knowledge over the exact location of the provided resources but may be able to specify location at a higher level of abstraction (e.g., country, state, or datacenter). Exam )les; of resources include stora e, processing, memo , and network bandwidth. SAP Ariba Ariba recognizes that customers need the highest -possible availability and reliability. To that end, Ariba infrastructure is scalable and redundant at all tiers. To provide high availability and reliability, Ariba has extensive error handling and fail -over capabilities. In order to ensure the highest availability, Ariba uses such best practices as frequent systems backup and maintenance, redundant systems, proactive customer notification of unplanned down -time and international support coverage. Fieldglass Fieldglass is offered in a SaaS model. All customers access the same Fieldglass application version in a multi -tenancy database. The system is hosted in a secure hosting facility. All system resources are available to all customers without limitation. Hanna SAP HEC does not pool resources for critical business systems as it's a managed private cloud, which is dedicated to one particular customer. However, network routers, availability reporting & monitoring could be shared. Details can be rovided during HEC technical assessment worksho . Hybris All computing resources of the data centers are pooled to serve multiple customers. Each customer gets their own separate VM's and their own instances of hybris deployed to those VM's. SuccessFactors Load Balancing & Server Clustering We load balance at every tier in the infrastructure, from the network to the database servers. Application server clusters are enabled so that servers can fail without interrupting the user experience. Database servers are clustered for failover. We maintain an N+1 approach for all equipment in its hosted environment, so that there is never a single point of failure. Complete Redundancy - Every infrastructure component is redundant. There are at least two of each hardware component that processes the flow and storage of data. Backup & Restore - the Data center runs full data backups weekly and incremental data backups nightly VMware All VMware's IaaS products comply with the Resource Pooling characteristic (except for the Hybrid Cloud Manager which is Not Applicable). vCloud Air provides a pool of vCPU, vRAM, Network and storage on the shared physical infrastructure. vCloud Air provides the required location independence and requires that the customer directly specify location of the datacenter that will host their cloud at time of instantiation. Note VMware's SaaS is also Not A licable. FireEye The FireEye cloud infrastructures consists of web and application servers, operating systems, and databases in a hosted environment and are comprised of both physical and virtual devices. carahsoft 32 camhsoft Agreement No. 7434 SOLICITATION # CH16012 Computing power and resources are load -balanced across infrastructure and replicated to redundant datacenters in the event of a disaster. Client -specific data stored in databases are I'o ncall sy eparated from other clients' data providing se mgnlakion and isolation. VirtueStream Key to'VIrtustream solution is its proprietary and patented solution of uVM technology, which is effectively a granular solution for resource pooling, providing application performance, pay for consumption only and segregate resources for security and compliance, but aggregate for cost efficiency. In addition, Virtutream is currently one of very few Cloud Service Provider with capabilities for Geo-Fencing and Geo-Tagging of the virtual machines to a specific data center, and getting down to cluster and host machine level. The resources are pooled based on two specific criteria: -ONLY Accessible Using Private Network - We call this pool "Enterprise" which most of Virtustream's IaaS workload is residing. There is no direct access from Internet into this pool. This is protected via a pair of routing and firewall from any other zones. 8.1.2.4 NIST Characteristic - Rapid Elasticity: Provide a brief written description of how the cloud solutions proposed satisfies this NIST Characteristic. Attest capability and briefly describe how rapid elasticity technical capability is met. __ _......_..............._� ......� __ .... __....... CA APM CA API Management SaaS (Baas APIM) has been built from the ground up to be a multi -tenanted, SaaS-based offering that leverages Amazon's infrastructure to scale appropriately; utilize a continuous integration model to provide for frequent updates; ....._ .p availability zones. and fail over across multiple availabil _......__ MAA The pool of web" —an d application servers can be grown or shrunk when necessary. Any changes to the size of the pool remains transparent to end -users and customers, and would-pnl boneA MAA systems administrators. CA Agile This is a SaaS service, therefore, CA monitors all system resources and have alerting mechanisms when resource constraints have reached a defined threshold. Data storage and network capacity are monitored and scaled to meet current client demands. Compute resources are scaled to meet client processing requirements _..... ASM All ASM core servers are dedicated physical servers; there is no elasticity. The ASM Public Status Pages are served from web servers in the Amazon Cloud, and the pool of web servers can be grown or shrunk if necessary. Any changes to the size of the pool would be transparent to end -users and customers, and would only be done by CA ASM systems administrators. Since this is a SaaS environment the CA SaaS Operations and delivery along with RackSpace are responsible for management of the ca acit and monitori�ng. Google Saas, Google Apps can scale from 1 user to tens of thous - 9 9 pp and users. The usage of the services included are designed to horizontal scale within the confines of the per user storage allocation. Google Apps can be purchased with a 30gb per user allocation or with unlimited storage. Paas/laaS, Google Cloud Platform was designed to scale on demand both in terms of available resources for applications designed and running on Google App Engine but also Compute Engine resources and more. - .................._... ....... �...._ AODocs AODocs can scale from one user to tens of thousand users. The storage is based on the Google Apps storage which could be from 30Gb to unlimited storage depending on the Google Apps subscri tion. Virtru Presently we over -provision services by 2.5x peak traffic in order to handle spikes. We are in the process of implementing horizontal scaling of all services and expect to have that work completed in the second half of 2016. Salesforce .... User Authentication Logon is form -based. When users log into the Salesforce application, they submit a username and password, which are sent to Salesforce via an TLm S-encrrvpted session. 33 carahsoft Agreement No. 7434 SOLICITATION # CH16012 • • 0 • Security features are developed by Salesforce and built into the application. Third -party packages are not used for development or implementation of security internal to the application. In addition, single sign -on and two -factor authentication may be used to authenticate users. Some organizations prefer to use an existing single sign -on capability to simplify and standardize their user authentication. You have two options to implement single sign -on —federated authentication using Security Assertion Markup Language (SAML) or delegated authentication. Federated authentication using Security Assertion Markup Language (SAML) allows you to send authentication and authorization data between affiliated but unrelated Web services. This enables you to sign -on to Salesforce from a client application. Federated authentication using SAML is enabled by default for your organization. Delegated authentication single sign -on enables you to integrate Salesforce with an authentication method that you choose. This enables you to integrate authentication with your LDAP (Lightweight Directory Access Protocol) server, or perform single sign -on by authenticating using a token instead of a password. You manage delegated authentication at the profile level, allowing some users to use delegated authentication, while other users continue to use their Salesforce-managed password. Delegated authentication is set by profile, not organization wide. You must request that this feature be enabled by Salesforce. Salesforce can be configured to utilize Active Directory directly via Delegated Authentication, or indirectly via Federated Identity using either SAML 1.1, or SAML 2.0. Additionally your users can be loaded from information drawn from your Active Directory servers and modifications made in Active Directory can be propagated into Salesforce. Customers can use their own SAML Identity Provider, or license one directly from Salesforce with our Identity Connect product.User Provisioning User provisioning and management is performed through the Salesforce Administrative Setup environment and is performed by Salesforce customers. Users, their profiles, permissions and passwords may be managed, edited, activated and deactivated as needed by those with appropriate permissions. An administrator (appointed by the customer and not by Salesforce) with appropriate privileges can manage session timeout, password policies, IP range login restrictions, delegated authentication/SSO, and requirements as part of this process. On first time login or password reset request, users are required to change their passwords to gain access. Salesforce also offers delegated authentication, enabling customers to provision and deactivate users from an external directory service.User Access ProfilesSalesforce enables administrators to manage roles and relationships between roles from within the application, in a single easy to read page depicting the role hierarchy. All users and application -level security are defined and maintained by the organization administrator and not by Salesforce. The organization administrator is appointed by CSBS. An organization's sharing model sets the default access that users have to each other's data. There are four sharing models: Private, Public Read Only, Public Read/Write, and Public Read/Write/Transfer. There are also several sharing model elements: Profiles, Roles, Hierarchy, Record Types, Page Layouts, and Field Level security. Details about sharing models and sharing model elements are provided below: Private Only the record owner, and users above that role in the hierarchy, can view, edit, and report on those records. 34 M Agreement No. 7434 SOLICITATION # CH16012 Public Read Only All users can view and report on records but not edit them. Only the owner, and users above that role in the hierarchy, can edit those records. Public ReadMrite All users can view, edit, and report on all records. Public ReadMrite/Transfer All users can view, edit, transfer, and report on all records. Only available for cases or leads. Profiles A profile contains the settings and permissions that control what users with that profile can do within Salesforce. Profiles control: Standard and custom apps the user can view (depending on user license) Service providers the user can access Tabs the user can view (depending on user license and other factors, such as access to Salesforce CRM Content) Administrative and general permissions the user has for managing the organization and apps within it Object permissions the user is granted to create, read, edit, and delete records Page layouts a user sees Field -level security access that the user has to view and edit specific fields Record types are available to the user Desktop clients users can access and related options Hours during which and IP addresses from which the user can log in Apex classes a user can execute Visualforce pages a user can access User Roles Every user must be assigned to a role, or their data will not display in opportunity reports, forecast rollups, and other displays based on roles. All users that require visibility to the entire organization should be assigned the highest level in the hierarchy. It is not necessary to create individual roles for each title at the company, rather a hierarchy of roles should be definedto control access of information entered by users in lower level roles.. When a user's role is changed, any relevant sharing rules are reevaluated to add or remove access as necessary. Record Types If the customer's organization uses record types, edit the record type to modify which pick list values are visible for the record type. A default pick list values can be set based upon the record type for various divisions. Field Level Security Field -level security settings let administrators restrict user's access to view and edit specific fields on detail and edit pages and in related lists, list views, reports, OfFline Edition, search results, email and mail merge templates, Custom Links, and when synchronizing data. _.. ......... _._._. ­.... .._ ...... _......_..... carahsoft 35 carahsoft Agreement No. 7434 SOLICITATION # CH16012 The fields thatmis and see in detail and edit pages are a combination of page layou n d field -level security settings. The most restrictive field access settings of the two always apply. For example, if a field is required in the page layout and read-only in the field -level security settings, the field -level securitv overrides the pa e la out and the field will be read -one for the user. ....... ServiceNow ServiceNow is a multi -instance architecture that gives every customer its own unique database, which means that it is impossible for your data to be commingled with any other customer. The multi -instance architecture is not built on large centralized database software and infrastructure. Instead, we deploy instances on a per -customer basis, allowing the multi -instance cloud to scale horizontally and infinitely. For our multi -instance cloud, we deploy separate application logic (Apache Tomcat Java Virtual Machines) and database processes (MySQL) for every customer. This allows ServiceNow to scale its application servers out horizontally by adding them to the load balancer pools fora particular instance. QTS Rapid elasticity. Capabilities can be elastically prov isioned and released, in some cases automatically, to scale rapidly out ward and in ward commensurate with demand. To the consumer, the capabilities available for provisioning often appear to be unlimited and can be appropriated in any quantity at any time. Delivering scalable, secure, high -performing, virtual data centers for government applications QTS is committed to not only giving your cloud the most secure home, but also the ability to utilize best - of -breed technologies. Flexible, high -performing, future proof infrastructure: Built upon the VMware vCloud® Suite, you'll benefit from reliable, high -performing infrastructure using a platform that includes VMware, EMC and Cisco. This compatible solution easily integrates with private VMware environments and provides a pathway to a hybrid cloud.Our scalability increases agility, efficiency and productivity: Your technologists can focus more time on your business and customers, and less time on your infrastructure. Rapid provisioning and improvements in utilization enhances your speed to market, delivers applications faster, and gets projects out the door. Virtually unlimited bandwidth and communications diversity QTS operates carrier -neutral data center facilities. This means that customers can select their communications service providers from hundreds of carriers, Internet Service Providers, dark fiber and satellite companies to meet their transport requirements. Selecting a provider from such a broad list of options gives customers exceptional route diversity and pricing options, as well as different Service Level Agreements and installation schedules. Customers who need very high amounts of bandwidth to conduct their business efficiently will never have to worry about running out of capacity at a QTS facility. Similarly, customers who require exceedingly high communications security have the benefits of selecting from physically diverse routes between their ends points and dark fiber that is not shared with any other users. In short, there are virtually no limitations to the type, amount, or security of communications available at each QTS data center facili SAP Ariba There are no scalability limits with our products. We can scale accordingly to fit any data amount or user volume scenario. Field lass The hosted Field lass solution can .. g � g be horizontally and vertically scaled very quickly as the web server farm is fully virtualized. Only the SQL server is bare metal b dey sign _.............._...... . Hanna SAP HEC can be rapidly scaled to provision infrastructure &services on demand per customer requests. SuccessFactors Our solution was designed and developed, from the outset, to be a highly scalable application. We also use the concept of "PODS," from a hardware erspective. A POD is a fault tolerant cluster of application & DB servers carahsoft _36 Agreement No. 7434 SOLICITATION # CH16012 . _ ........ . .......... -._._ ........................ ... .... designed, as a scalable unit, to provide core processing and data storage services for fixed increment of customers. Attributes include: A POD is designed to support millions of subscribers. Our current 2nd Generation POD is scaled to 5M+ Multi -Vendor High Performance Blade Servers with 40GBps backplane fabric interconnects Multiple redundant Application Engines Clustering for availability and performance Hardware load balancers to route each new incoming session to the most available web and application processor Designed to support a high rate of concurrent connections while maintaining sufficient redundant capacity to meet SLA requirements New production PODs undergo a verification process before being brought into service Excess capacity PODs are always available on standby (scalability-on- demand) We will increase capacity if data center utilization surpasses the 70% threshold VMware All vCloud Air offerings partially comply with Rapid Elasticity, vCloud Air can be purchased as a pool of vCPU, vRAM, Network and Storage on shared or dedicated physical infrastructures that can be elastically provisioned and released. VMware's vCloud Air On Demand is fully compliant because capabilities can be elastically provisioned and released. VMware's SaaS Products i.e. AirWatch, does comply but the NIST requirement is not relevant to SaaS offerings. Note the vCloud Air Hybrid Cloud Manager is not Applicable. ....- ... ......._. FireEye FireEye cloud environments are continuously monitored by cloud service operations (CSO) personnel to help ensure secure operation and available of the system. Capacity is actively monitored and pro -active upscaling is conducted to ensure resources are always available to end - users. Procedures are in -place for rapidly adding resources in the event the infrastructure approaches capacity. ........ VirtueStream Virtustream's self-service portal, ticketing system and also the Technical Account Manager, who is the single point of contact for State of Utah allows for provisioning and deprovisioning of resources and services. In addition, Virtustream is uniquely positioned to provide application level provisioning as part of its standard automation and orchestration tool. Resources can be scaled based on application size, memory, storage, network requirements. xStream utilizes a supply chain to define resource profiles, attributes and offerincis than can be provisioned. 8.1.2.5 NIST Characteristic - Measured Service: Provide a brief written description of how the cloud solutions proposed satisfies this NIST Characteristic. Attest capability and briefly describe how measured service technical capability is met. ......-�_... CA APM Continuous monitoring of all service components (infrastructure and application) is._._ deployed to proactively identify any component or service trending towards failure or approaching capacity. This portion is handled for the underlying cloud infrastructure by AWS with active partici ation b CA including escalations of issues. MAA CA MAA systems administrators track the resource consumption of each virtual machine in use. ITIL flows are utilized to ensure service delivery. MAA customers do not need this information in order to use the service, nor do they have access to view it. 37 carahsoft Agreement No. 7434 SOLICITATION # CH16012 CA Agile Continuous monitoring of all service components (infrastructure and application) is deployed to proactively identify any component or service trending towards failure or approaching capacity CA"s best -of -breed monitoring solutions are deployed and supplemented with vendor specific diagnostic tools where appropriate 24x7 staffed network operation center (NOC) to analyze and respond to automated monitorin alerts _... ........_ .... ASM CA ASM systems administrators track the resource consumption of each virtual machine in the cloud. Since this is a SaaS service, ASM customers do not need this order to use the service, nor do they have access to view it. Google Saas, Google Apps ils already optimized for unlimited use by all end users. Google ensures high availability, low latency and fault tolerance as a part of the contracted services. No metering or rate limiting would be required as Google does not charge based on bandwidth use. Paas/laaS, Google Cloud Platform includes application development tools, Google App Engine, compute resources, Compute Engine and Container Engine, data storage solutions and networking solutions. The pricing model is based on actual usage and that usage can be monitored with Google's Cloud Monitoring Service which also includes options to autoscale a project. AODocs AODocs is already optimized for unlimited use by all end users. AODocs ensures high availability, low latency and fault tolerance as a part of the contracted services. No metering or rate limiting would be required as AODocs does not chased on bandwidth use. Virtru All services in our system monitored for availability, stabiity, security, and intrusion using a combination of tools, such as Dtrace, LogTrail, CloudWatch, DataDog, ElasticSearch and AlienVault. Salesforce Subscription -based Service The Salesforce PaaS and SaaS offerings are subscription based and in a per user/month or user/year format billed annually with some of our products offered as total logins per month or by defined number of members billed annually. Bandwidth Salesforce is designed to use as little bandwidth as possible so that the site performs adequately over high-speed, dial -up, and wireless Internet connections. While average page size is on the order of 90KB, Salesforce uses compression as defined in the HTTP 1.1 standard to compress the HTML content before it is transmitted as data across the Internet to a user's computer. The compression often reduces the amount of transmitted data to as little as 10KB per page viewed due to the lack of image content. The site was designed with minimum bandwidth requirements in mind, hence are extensive use of color coding instead of images. Our average user also is known to view roughly 120 pages from our site per day. Our application is stateless; therefore, there are no communication requirements in the background once the page loads, like traditional client server applications, e.g., Outlook. Therefore, once the page loads, there are no additional bandwidth requirements until a user queries or writes information to Salesforce. System Overview In addition to our Trust site (http://trust.salesforce.com/trust/status), you will also have access to a System Overview, which will help Salesforce customers monitor performance and usage of their own Salesforce org. This overview includes: Schema - # and % of custom objects and data storage Business Logic - # and % of Rules, Apex triggers and classes, as well as % of code used Licenses API Usage - # and % of requests in the last 24 hours User Interface - # and %of custom apps, sites, flows, custom tabs and pages 38 carahsoft Agreement No. 7434 SOLICITATION # CH16012 ........ . Portal The above list is of all the possible metrics that Salesforce customers may have in their system overview. _..... ......... _.... _........... .. ... . .... _www_. ....... ServiceNow ServiceNow is a subscription service measured by number of user accounts or number of managed nodes. ServiceNow has a documented capacity -planning model, which is used to determine sizing requirements and scaling options. The need to address capacity and horizontal ... s item satin is in the back round, taent to our customers. Do- cusi n QTS Measured service. Cloud systems automatically control and optimize resource use by leveraging a metering capability I at some level of abstraction appropriate to the type of service (e.g., storage„ processing, bandwidth, and active user accounts). Resource usage can be monitored, controlled, and reported,. rovNdin transparencyfor both the orovider and consumer of the utilized service. SAP Ariba We have an Internal Tools Development Team which has established active monitoring systems with alerting and automated escalation. This includes log monitoring from the backend of the systems and this is tied to established internal processes related to security incident management. The environment, policies, tickets and reports are reviewed under ISAE 3402 assurance audit eve six months. Fieldglass Fieldglass utilizes various methods to ensure the system is available and is operating as expected. • Our network performance monitor ensures that all servers and devices are available and performing as expected. • All devices and servers on our network log into our enterprise SIEM tool. All activity is monitored by the Fieldglass security team to ensure activity does not vary from our known baseline. • An Active Performance Monitor has been built into the Fieldglass system. This monitor logs all system activity and enables Fieldglass engineers to drill into data such as concurrent user count, thread count, memory, CPU, SQL duration,, server duration, client duration, page hits, etc. This data can be drilled into by day, hour, minute, server, and user. • Customer SLAs are tracked and communicated on a monthly basis. For 2015 we have a 99.4% success rate in meeting all customer page response time SLAs. _.M._. ......._... ...�. �� ......... Hanna �_ �. SAP HEC services are measured via SAP solution manager and reports are shared with the customer on a monthly basis as well as via self-service reports. SAP HEC operations team monitors the customer landscape and any disruption is addressed after reaching out to the customer and associated a roved, _.._ ._._.w.w ........ Succes..s F.... �actors Our hosting sites are designed to accommodate customers _ desiring a high level of managed service performance. In order to achieve such a level of performance, proactive monitoring is available through a variety of on-line tools that are implemented and managed by Cloud Operations. At a customer management level, the Cloud Operations monitors a series of "key metrics" that measure the results of various processes involved in supporting the business operations and service reliability. These metrics include reports of transaction volumes, latency, system availability, capacity, change management, and help incident response times as compared with established service level goals and standards. To facilitate required system performance, we monitor and tune the use of resources, and makes prons of future caacil _requirements. We em to carahsoft 39 carahsoft Agreement No. 7434 SOLICITATION # CH16012 ......... .. ._...... ... a variety of services to monitor and enhance application performance, The network makes extensive use of high availability architecture, and is monitored on a 247 basis at multiple levels. We utilize real time web applications performance monitoring software to do the following: Sample web traffic in real time via performance analysis software Track web application errors, (e.g. http 4xx-5xx errors) Monitor end -to -end user performance trends Detailed session analysis for session troubleshooting This data is reviewed on a daily and weekly basis by Operations Support, and is further supported with automated alerts. We proactively gather performance statistics, set triggers to alert on capacity thresholds, and regularly review utilization trends for ca acit _planning. VMware VMware's provides automatic monitoring and metering services to their IaaS and SaaS offerings. Note the vCloud Hybrid Manager is not applicable as it is not metered, because it is for mans ement. ............_.._.......... .......� _...._ ..� _. ....... FireEye � FireEye cloud environments are continuously monitored by cloud service operations (CSO) personnel to help ensure secure operation and availability of the system. An internal monitoring system operates 24 hours per day to assess system availability and performance. The system is configured to send email alert notifications to FireEye operations personnel on a real-time basis communicating potential issues with the production systems VirtueStream The fundamental of Virtustream solution is based on uVM Technology, which is very unique in terms of billing. Virtustream solution takes average consumption of compute resources, and State of Utah would only pay for actual resources based on a monthly average. This is in comparison with traditional cloud solution, where the billing is based on allocation of resources in T-Shirt size (Micro, S, M, L, XL, XXL), and if the server is up, consumer of the cloud pays, but when it is down, they don't. In case of the Virtustream solution, customer only pays based on the average of vCPU, RAM, IOPS and Network 1/0; the key is average, not aggregate and based on consumption not allocation. In addition, all storage, security, application management services are offered as a monthly fee, based on the VMs; also, Virtustream can provide consultative and project support based on time and materials. The NVM brings significant benefits: enabling application level performance SLAB — which an average VM cannot. NVMs eliminate wasted headroom in fixed size VMs, generating significant efficiency improvements (up to 40% beyond traditional virtualization) and Virtustream only charges by the NVM so you only pay for the resources you actually consume not what you might need. Using NVMs also enables applications to be used across multiple hypervisors, across multiple clouds and between different locations — enabling true hybrid clouds. NVM technology allows Virtustream to offer enterprise class clouds capable of running both mission -critical enterprise applications and web -scale a lications, delivering the full benefits of cloud to the enterprise. 8.1.3 Offeror must identify for each Solution the subcategories that it offers for each service model. For example if an Offeror provides a SaaS offering then it should be divided into education SaaS offerings, e- procurement SaaS offerings, information SaaS offering, etc. _..... -...WW..... ._. ..... ........—...... _... CA APM In addition to the ARM SaaS offering CA Technologies also offers educational services and consultancy services. CA provides education and training services to its clients.. MAA CA MAA helps app developers visualize, investigate, manage, and support user interactions with their mobile apps. It provides deep insights into the performance, user experience, crash, and to anal ics of mobile a ps. CA MAA is aimed to help 40 Agreement No. 7434 SOLICITATION # CH16012 ....._ ... _.... enterprises understand .... �_. _ __...... _.... ........ the experience of mobile app users across the DevOps application lifecycle. Enterprises can accelerate the delivery of user -experience - focused mobile applications and can achieve faster time to market by continuous applicaton delivery while ensuring robust securi ............ _......... CA Agile We provide a SaaS offering that is generally used to document and manage work within the SDLC. In addition to the CA Agile offering CA Technologies also offers educational services and consultancy services ASM CA ASM is a SaaS offering that provides customers with the ability to monitor the availability, health, and performance of network services (web sites, email servers, ) etc. . ... .... Google Education SaaS offering - Google Apps for Education Messaging SaaS offering - Google Apps for Work, Google Apps Unlimited Collaboration SaaS offering - Google Apps Unlimited Identity Management SaaS offering - Google Apps SSO eDiscovery/Archving SaaS offering - Google Apps Vault Application Development PaaS - Stora a IaaS offeringA AODocs AODocs Team Folders AODocs Document Management AODocs Retention Application AODocs Email Connector _..._ ryp _. ... Viltru SaaS email en tionp nd SaaS file epnc In tlleader dedicated to helping c Salesforce Salesforce Is the enterprise cloud com ut' g p g ompanies and government agencies transform into connected organizations through social and mobile technologies. Over 150,000 Salesforce customers across nearly every industry have successfully transformed their operations including over 1000 government agencies, representing all federal cabinet level agencies and the majority of the United States. Customer examples include: State of Texas, State of Colorado, State of California, GSA, USDA, USAID, and others. Salesforce was named one of the World's Most Innovative Companies by Forbes for the last five years in a row. Salesforce is #1 in Enterprise Cloud Computing and #1 in CRM according to IDC. Salesforce ranks as the Leader in the Gartner Magic Quadrant for "CRM Customer Engagement Centers" (SaaS), "Sales Force Automation" (SaaS), and "Enterprise Platform as a Service" (PaaS). Government agencies are using Salesforce PaaS and SaaS solutions for a multitude of government functions including grants management, constituent communications and correspondence management, incident and case management, call/contact center management, outreach programs, learning management, volunteer management, project management, and even donor management, among numerous others. ServiceNow SaaS Offerings: -Cloud and Infrastructure Management Tools -Customer Relationship Management -Project and Portfolio Management (PPM) Tools -Security -Workflow and Electronic Signature •Promposed new cate�or: Information Technolo Service Mana ement Tools 41 carahsoft Agreement No. 7434 SOLICITATION # CH16012 - _....._ - _. .. ........ ......__............ QTS QTS has built some of the worid's largest, most robust, and redundant data centers. The company's innovative 3C product set of custom data center, colocation, and cloud and managed services provides a fully integrated platform and a flexible, scalable level of service that is difficult to match. Our service categories include: IaaS Custom Data Center IaaS Enterprise Cloud IaaS Managed Cloud IaaS vCGS Cloud IaaS Federal Solutions IaaS Healthcare Solutions IaaS Financial Service Solutions Colocation Connectivity Critical Facilities Management Hybrid IT Solutions Disaster Recovery as a Service (DRaaS) Managed Services: Managed Hosting, Managed Network, Managed Systems, Managed Security, SAP Mana ed Storage&Be P,Manaed Disas ter Recove ,Data Securit Arba We solutions that allow enterprises to efficiently manage the purchasing of non -payroll goods and services required to run their business. We refer to these non -payroll expenses as "spend."" Our solutions include software, network access, and expertise. They are designed to provide enterprises with, technology and business process improvements to better manage spend and, in turn, save money. Our solutions streamline the business processes related to the identification of suppliers of goods and services, the negotiation of the terms of purchases, and ultimately the management of ongoing purchasing and settlement activities. Our solutions allow enterprises to take a systematic approach with products and services that work together. By combining software, network access and professional services into a comprehensive solution, we help customers to address six key areas of spend management: Visibility - enhance spend visibility and control across spend categories, disparate systems and corporate divisions Sourcing - identify top suppliers, negotiate procurement terms, leverage aggregate spend, and manage procurement contracts Contract Management - streamline and automate from contract creation to compliance Procurement — streamline requisitioning and procurement across all types of spend Invoice and Payment - automate invoicing and payment processes Supplier Management - optimize buyer -supplier interactions throughout the s end lifec ole _ _ Fieldglass The SAP Fieldglass Vendor Management System VMS application - ITITITy (VMS) pp cation is a workforce mans�g S offering ement Saa _..,,.! Hanna HANA Enterprise Cloud is a private managed cloud primarily for all SAP enterprise -wide SAP applications such as: ERP, CRM, SRM, BW, etc. All SAP applications can be hosted in HANA Enterprise Cloud (via BYOL or Subscri Lion Licensing model? SuccessFactors Our orig inal product release dates are as follows: carahsoft _ 42 __ Agreement No. 7434 SOLICITATION # CH16012 ...... .. __ .................. _._...... ....... . ........ .. Performance Management — 2001 Goal Management — 2002 360/Multi-Rater Reviews - 2002 Succession Management - 2004 Compensation Management — 2004 Analytics & Reporting — 2005 Learning & Development — 2006 Recruiting Management — 2006 Variable Pay Compensation — 2007 Employee Profile — 2007 Stack Ranker — 2008 Employee Central — 2009 Metrics Navigator — 2009 Goal Execution — 2010 Calibration — 2010 Workforce Planning (Acquisition) — 2010 Workforce Analytics (Acquisition) - 2010 Plateau LMS (Acquisition) — 2011 JAM — 2011 Employee Central Payroll — March 2012 On oarftq.. ac isition of KID I'Oka _2013�_._............—service FireEye Is offering 4 distinct cloud solutions that can be classified into the following service _._._._.. categories and sub -categories: 1.Email Threat Prevention (ETP) Security — SaaS 2.Mobile Threat Prevention (ETP) Security — SaaS 3.Threat Analytics Platform (TAP) Threat Intelligence — SaaS 4.FireEye as a Service with Continuous Vigilance (FaaS CV) Managed Security Service — SaaS VirtueStream Virtustream is an Infrastructure as a Service (IaaS) offering focused on mission critical workloads and applications. The solution provides as part of the response is IaaS only. Virtustream's IaaS is targeted for all virtualized, x86 based cloud solution. While we have secured and segmented infrastructure for FedRAMP, FISMA, PCI and other regulated workload, it is best suited for any and all enterprise workload as long as the workload can be virtualized and run on x86 platform. For non x 86 environments, Virtustream provides Collocated areas, which is cross connected with the cloud, 8.1.4 As applicable to an Offeror's proposal, Offeror must describe its willingness to comply with, the requirements of Attachments C & D. Carahsoft complies with the requirements in attachment C & D. Cloud service models by vendor are broken out in section 6.6 of this response per the request in attachment C. 8.1.5 As applicable to an Offeror's proposal„ Offeror must describe how its offerings adhere to the services, definitions, and deployment models identified in the Scope of Services, in Attachment D. Carahsoft's cloud vendors fit into multiple categories as listed out in Attachment D. Many of our vendors fit a hybrid cloud deployment method with ability to silo off a private cloud if security needs dictate such. Our cloud vendors are broken out by service model in section 6.6 of this response. Carahsoft's cloud vendors _ carahsoft 43 Agreement No. 7434 SOLICITATION # CH16012 also fit into many categories as listed in section 1.1.3 of Attachment D. Depending on the type of data and service requested our vendors can support everything from on demand self service delivery to a completely managed and measured service option. 8.2 Subcontractors 8.2.1 Offerors must explain whether they intend to provide all cloud solutions directly or through the use of Subcontractors. Higher points may be earned by providing all services directly or by providing details of highly qualified Subcontractors; lower scores may be earned for failure to provide detailed plans for providing services or failure to provide detail regarding specific Subcontractors. Any Subcontractor that an Offeror chooses to use in fulfilling the requirements of the RFP must also meet all Administrative, Business and Technical Requirements of the RFP, as applicable to the Solutions provided. Subcontractors do not need to comply with Section 6.3. Carahsoft will be utilizing Subcontractors to provide services and solutions for specific manutacturers wltnin this response. In other cases, Carahsoft will work with the manufacturers to provide these services and solutions to all Participating Entities. All Subcontractors shall be vetted to ensure they have the necessary qualifications to do business within the State of Utah and any applicable Participating States. All Subcontractors will also comply with the applicable terms and conditions of the RFP and subsequent contract, as well as all Participating Addendums for the States they are subcontracting in. ff . 8.22 Offeror must describe the extent to which it intends to use subcontractors t o perform contract requirements. Include each position providing service and provide a detailed description of how the subcontractors are anticipated to be involved under the Master Agreement Carahsoft will use subcontractors as a third party company to provide services in relation to the solutions provided by the manufacturer. No other functions of contract management or execution will be performed by the subcontractor. While Carahsoft cannot determine all roles and responsibilities of the positions for each subcontractor, there are multiple different standards which subcontractors utilize for these types of contracts. Here is an example set of the traditional roles a subcontractor would play on behalf of Carahsoft for this RFP: Job Title: Consulting Engineer Functional Responsibility: Working under close supervision, person provides technical or scientific and project support for multiple large-scale projects that cross -cut multiple specialization and product development areas. Applies advanced business and/or technical expertise to assist others with defining, analyzing, validating and documenting complex customer operating environments, states of technology and current engineering processes. Provides advanced technical support to others involved in applying specialized knowledge to complex customer processes and requirements. Supports complex technical investigations through advanced research techniques, analysis or development phases of engineering projects. Works with other engineering disciplines in the development and application of processes to improve quality, reliability, cost customer appeal, and satisfaction. Job Title: Project Manager carahsoT T. 44 carahsoft Agreement No. 7434 SOLICITATION # CH16012 Functional Responsibility: Possesses a thorough understanding of the process requirements and provide both technical and management oversight of the project. Responsible for customer satisfaction, serves as the single point of contact, compliance with the Statement of Work, project planning and management, resource allocation, and reporting. Job Title: Senior Information Architect Functional Responsibility: Provides supervision, person designs Intranet/Internet/Extranet architectures and develops implementations plans; administration activity; i.e., hardware, security, firewalls. Implements security architecture using LDAP, SSL and firewalls. Installs, configures and maintains all Intranet/Internet/Extranet tools, databases and features; provides support to e-commerce and other systems. Implements server design, development, and operation as well as analyze and develop requirements for hardware sizing/capacity, data validation, security and integration points to other applications. Job Title: Information Architect Functional Responsibility: Designs Intranet/Internet/Extranet architectures and develops implementations plans; administration activity; i.e., hardware, security, firewalls. Implements security architecture using LDAP, SSL and firewalls. Installs, configures and maintains all Intranet/Internet/Extranet tools, databases and features; provides support to e-commerce and other systems. Implements server design, development, and operation as well as analyze and develop requirements for hardware sizing/capacity, data validation, security and integration points to other applications. Job Title: Senior Consulting Engineer Functional Responsibility: Provides supervision, person provides technical or scientific and project support for multiple large-scale projects that cross -cut multiple specialization and product development areas. Applies advanced business and/or technical expertise to assist others with defining, analyzing, validating and documenting complex customer operating environments, states of technology and current engineering processes. Provides advanced technical support to others involved in applying specialized knowledge to complex customer processes and requirements. Supports complex technical investigations through advanced research techniques, analysis or development phases of engineering projects. Works with other engineering disciplines in the development and application of processes to improve quality, reliability, cost customer appeal, and satisfaction. not, describe how you will guarantee selection of a subcontractor that meets � requirements 8.2.3 If the subcontractor is known, provide the qualifications of the subcontractor to provide the services; if y � g the experience requirements of the RFP. Include a description of how the Offeror will ensure that all subcontractors and their employees will meet all Statement of Work requirements. Carahsoft will be making the determination of what subcontractors to include on the NASPO ValuePoint Cloud contract upon time of award. Carahsoft will ensure a subcontractor has all of the necessary certifications to do business in the State before adding them to the contract as a subcontractor. In addition, Carahsoft will do credit checks and meet with the subcontractor on multiple occasions to confirm that they are reliable and exceed expectations as a services and solutions provider. Finally, an agreement will be put in place between Carahsoft and the subcontractor to ensure optimal efficiency with the subcontractor's responsibilities. carahsoft 45 carahsoft Agreement No. 7434 SOLICITATION # CH16012 A subcontractor will be actively involved in understanding and shaping any Statements of Work created for the services of a deal in order to make sure that they have the capacity to meet all of the necessary requirements. These Statements of Work will dictate the terms upon which the subcontractor is deployed for services, so Carahsoft will work specifically with subcontractors that are active in the public sector and understand the nuances of selling to government entities. t 8.3.1 Offeror must describe how it will work with Purchasing Entities before, during, and after a Data Breach, as defined in the Attachments and Exhibits Include Information such as Personnel who will be involved at various stages, include detail on th how the Contract Manager in in Section 7 will be involved; • Response times; • Processes and timelines; • Methods of communication and assistance; and • Other information vital to understanding the service you provide. Security is of the uptmost importance to all of the Service providers that Carahsoft is submitting. Should and actual breach occur, it is the first priority of Carahsoft and the service provider to identify the source of the breach and implement safe guards to prevent one from happening in the future. The Service Provider will promptly notify the Purchasing Entity of the incident. Notification of the breach will be provided by the service directly to the security or customer contact that is identified by the Purchasing Entity. Methods of communication could include phone or email notification. 8.3.2 Offeror must describe how it will not engage in nor permit its agents to push adware, software, or marketing not explicitly authorized by the Participating Entity or the Master Agreement Carahsoft ensures that no unwanted marketing efforts are made to customers through an easy to manage opt out system in our database. Carahsoft can also limit communications by vendor to ensure that only those vendors approved by the customer reach out with marketing materials or product updates. Carahsoft will never support or assist in the pushing of adware or unwanted software to participating customers. 8.3.3 Offeror must describe whether its application -hosting environments support a user test/staging environment that is identical to production. _ Fora applicable cloud offerings, user test/ � is are ore i pp g staging environments are available that are identical to real-time production environments. 8.3.4 Offeror must describe whether or not its computer applications and Web sites are be accessible to people with disabilities, and must comply with Participating entity accessibility policies and the Americans with Disability Act, as applicable. ®, „H .�.......... ,. . The user interfaces provided for within this proposal are accessible to people with disabilities using assistive technologies. 4.3.5 Offeror must desc "ether rior not its applications and content delivered through Web browsers are be accessible using current released versions of multiple browser platforms (such as Internet Explorer, Firefox, Chrome, and Safari) at minimum. carahsoft 46 carahsoft Agreement No. 7434 SOLICITATION # CH16012 All cloud solution offerings within this proposal that are delivered via web browsers are accessible using current releases of common internet browsers such as Internet Explorer, Firefox, Chrome, Safari, and more. 8.3.6 Offeror must describe how it will, prior to the execution of a Service Level Agreement, meet with the Purchasing Entity and cooperate and hold a meeting to determine whether any sensitive or personal information will be stored or used by the Offeror that is subject to any law, rule or regulation providing for specific compliance obligations. Upon request of the customer, Carahsoft can host meetings via Adobe Connect web conferencing software or travel in person if the need presents itself. Carahsoft is happy to support and comply with any regulations or sensitive data compliance needs that the customer identifies. Carahsoft has the ability to limit customer information to a secure and isolated database if needed. 8.3.7 Offeror must describe any project schedule plans or work plans that Offerors use in implementing their Solutions with customers. Offerors should include timelines for developing, testing, and implementing Solutions for customers. Project scheduling and work planning documents are developed in conjunction with customer requirements. Project planning activities are conducted with a focus on developing a statement of work that defines deliverables, customer and contractor areas of responsibility, as well as project benchmarks, and deadlines. Project complexity and customer requirements determine the overall timelines for development, testing, and solution implementation. .4 Customer Service 8.4.1 Offeror must describe how it ensure excellent customer service is provided to Purchasing Entitie11 s. Include: • Quality assurance measures; • Escalation plan for addressing problems and/or complaints; and • Service Level Agreement (SLA). e core of Carahsoft's business is to provide the best customer service to our government customers and vendor partners. We are an IT solutions provider delivering best -of -breed hardware, software, and support solutions to federal, state and local government agencies since 2004. Carahsoft has built a reputation as a customer -centric real- time organization with unparalleled experience and depth in government sales, marketing, and contract program management. This experience has enabled Carahsoft to achieve the top spot in leading software license GSA resellers. Carahsoft has leveraged its vast contracting experience and extended it to quoting and order management. Carahsoft seamlessly generates quotes within 30 minutes or less and processed over 56,000 orders in 2014 that were each completed the same day received. Over the past ten years Carahsoft has acquired and maintained a wide variety of purchasing contract vehicles for agencies at the state, local, and federal levels. Associated with all contracts are dedicated and experienced contract management resources. Quality and accuracy is the driving factor behind Carahsoft's successin the government market. All solutions proposals and price quotes that are sent to our customers go through a three step review process for quality. The first is a pricing review that is automatically run against the pricing database to ensure pricing accuracy for the proper contract. The second review is at the certified Account Representative level who will check pricing and configurations for accuary and also review any SOWS that are included. Finally, mangagement review confirms the quality and accuracy of the proposal that will be sent to the Purchasing Entity. Carahsoft has instituted an escalation procedure for any problems or complaints that may arise. There are four levels of escalation and include review by the Account Representative assigned to the carahsoft 47 carahsoft Agreement No. 7434 SOLICITATION # CH16012 Purchasing Entity, followed by the Regional Manager of the territory, next to the Vice President of State and Local and finally to the President/CEO. Each stage of escalation shall have a response SLA of no more than 24 hours. 8.4.2 Offeror must describe its ability to comply with the following customer service requirements: a. You must have one lead representative for each entity that executes a Participating Addendum. Contact information shall be kept current. b. Customer Service Representative(s) must be available by phone or email at a minimum, from 7AM to 6PM on Monday through Sunday for the applicable time zones. C. Customer Service Representative will respond to inquiries within one business day. d. You must provide design services for the applicable categories. e. You must provide Installation Services for the applicable categories. Carahsoft confirms and agrees that we will name a lead representative for each Participating Addendum. The contact information will be listed on the Carahsoft website and kept current. Carahsoft confirms it will have a representative available by phone and email available 7am-6pm on Monday through Sunday in the applicable time zones. Carahsoft confirms that it will respond to all inquiries within one business day or sooner. Carahsoft will engage with our service providers to provide design services in the applicable categories Carahsoft will engage with our service providers to provide installation services in the applicable categories. 8.5.1 Offeror must describe the measures it takes to protect data. Include a description of the method by which you will hold, protect, and dispose of data following completion of any contract services Security is of the utmost importance to Carahsoft and our serviceproviders. 'o� As an example of our Service Provider's security standards, please see the government security response for Salesforce: Government Trusted Security and Infrastructure Salesforce understands that the confidentiality, integrity, and availability of our customers' information are vital to their business operations and our own success. We use a multi -layered approach to protect that key information, constantly monitoring and improving our application, systems, and processes to meet the growing demands and challenges of security. Independent audits confirm that our security goes far beyond what most companies have been able to achieve on their own. Using the latest firewall protection, intrusion detection systems, and TLS encryption, Salesforce Force.com gives you the peace of mind only a world -class security infrastructure can provide. Third -party validation Security is a multidimensional business imperative that demands consideration at multiple levels, from security for applications to physical facilities and network security. In addition to the latest technologies, world -class security requires ongoing adherence to best -practice policies. To ensure this adherence, we continually seek relevant third -party certification, including ISO 27001, the SysTrust audit (the recognized standard for system security), and SSAE 16 SOC 1 audit (an examination and assessment of internal corporate controls, previously known as SAS 70 Type II). SOC1, SOC2 and SOC3 audits are performed by third party auditor annually at a minimum. Additional audits and certifications include: CSA'Consensus Assessments Initiative', JIPDC (Japan Privacy Seal), Tuv (Germany Privacy Mark), and TRUSTe. Protection at the application level carahsoft 48 ___ Agreement No. 7434 SOLICITATION # CH16012 Salesforce protects customer data by ensuring that only authorized users can access it. Administrators assign data security rules that determine which data users can access. Sharing models define company- wide defaults and data access based on a role hierarchy. All data is encrypted in transfer. All access is governed by strict password security policies. All passwords are stored in SHA 256 one-way hash format Applications are continually monitored for security violation attempts. Protection at the facilities level Salesforce security standards are stringent and designed with demanding customers in mind, including the world's most security -conscious financial institutions. Authorized personnel must pass through five levels of biometric scanning to reach the Salesforce system cages. All buildings are completely anonymous, with bullet -resistant exterior walls and embassy -grade concrete posts and planters around the perimeter. All exterior entrances feature silent alarm systems that notify law enforcement in the event of suspicion or intrusion. Data is backed up to disk or tape. These backups provide a second level of physical protection. Neither disks nor tapes ever leave the data center. Protection at the network level Multilevel security products from leading security vendors and proven security practices ensure network security. To prevent malicious attacks through unmonitored ports, external firewalls allow only http and https traffic on ports 80 and 443, along with ICMP traffic. Switches ensure that the network complies with the RFC 1918 standard, and address translation technologies further enhance network security. IDS sensors protect all network segments. Internal software systems are protected by two -factor authentication, along with the extensive use of technology that controls points of entry. All networks are certified through third -party vulnerability assessment programs. Trust.salesforce.com is the Salesforce community's home for real-time information on system performance and security. On this site you'll find: • Live and historical data on system performance • Up -to -the minute information on planned maintenance • Phishing, malicious software, and social engineering threats • Best security practices for your organization . Information on how we safeguard your data 8.5.2 Offeror must describe how it intends to comply with all applicable laws and related to data privacy and security. Carahsoft is happy to support and comply with any regulations or sensitive data compliance needs that the customer identifies. Carahsoft has the ability to limit customer information to a secure and isolated database if needed. Under no circumstances will Carahsoft ever publish or release secure customer data. Carahsoft's cloud vendors are all FIPS certified or have equivalent security standards in place to ensure no customer data is released outside of the secure cloud. 8.5.3 Offeror must describe how it will not access a Purchasing Entity's user accounts or data, except in the course of data center operations, response to service or technical issues, as required by the express terms of the Master Agreement, the applicable Participating Addendum, and/or the applicable Service Level Agreement. carahsoft 49 carahsoft Agreement No. 7434 SOLICITATION # CH16012 Carahsoft will use customer accounts and data only in the processing of an order and management of the customer's service entitlements. Carahsoft's vendors, as outlined in their specific Master Agreements, only us customer account data for the express purpose of providing the service to the customer. Included in that service is implementation, technical support, and training efforts. Under no circumstances will Carahsoft or its cloud partners use customer information outside of normal operating procedures. 8.6.1 Offeror must describe its commitment for its Solutions to comply with NIST, as defined in NIST Special Publication 800-145, and any other relevant industry standards, as it relates to the Scope of Services described in Attachment D, including supporting the different types of data that you may receive CA APM CA technologies understands that security is a top concern when evaluating cloud- MAA based applications, which is why CA technologies operations worldwide conform to rigorous certification, compliance and security programs and processes. In addition, we contract with independent auditors to regularly evaluate and validate the security of our service. High risks are identified, validated and remediated before production systems are made available. Medium risks are evaluated and resolved on a priority basis. CAA ile We use CIS.an g d NIST standards as baselines for hardening ouurr a systems. We are currently working towards a NIST 800-53r4 certification however this is not yet complete. We are continuously reviewing our compliance with these standards. We perform monthly scans against our Production Infrastructure based on CIS standards. We scan for both vulnerabilites and compliance best practices bases on NIST 800- 53v4 standards. Vulnerabilites are tracked and remidiated based on severity and risk. ASM Please see our response to APM/MAA _. _ ... .......... Google Google's currently maintains a FedRAMP Authorization to Operate. FedRAMP incorporates the relevant NIST SP and FIPS security requirements. Further, Google contractually commits to maintainin SOC2 and IS027001 certifications. AODocs AODocs is committed to complySOC2 a 2. Virtru Virtru's business depends on its ability to support healthcare and criminal justice markets, which requires us to maintain compliance with HIPAA and CJIS standards which both make extensive use of NIST standards ............._ 2014 Salesforce achieved a FedRAMP Agency Authority Salesforce On May 23, g y to Operate at the moderate impact level (as described in FIPS 199 and 200) issued by Health and Human Services (HHS) for the Salesforce Government Cloud. Additionally, on May 15, 2015, HHS, as the FedRAMP authorizing agency, approved the Salesforce Government Cloud authorization package that was updated based on annual attestation requirements and updates to the FedRAMP baseline which is FISMA compliant and based on the current release of NIST SP 800-53 Rev. 4. Salesforce provides contractual assurance to its customers that the Customer Data hosted in Salesforce's services will be kept confidential and not accessed by third parties except under narrow circumstances (such as a customer support issue or as required by law). In the case of customer support, the company's personnel will access a customer's Org only with prior approval and sub'i ct to confidentiality obligations. ServiceNow ServiceNow is a cloud service provider offering a SaaS solu tion deployed from a private cloud that meets the five essential characteristics of cloud computing as described in 8.1, ServiceNow applies the same data classification for all hosted customer data. ServiceNow does not inspect or monitor its customers' information and therefore has no ability tasub-classify carahsoft 50 carahsoft Agreement No. 7434 SOLICITATION # CH16012 ._.._.. .......... ..... ........ customer data. The overriding requirement of the assigned classification is that customer data remains hosted in the private cloud until the customer terminates their subscription. It is never stored anywhere apart from the private cloud. Customers remain the data owner and data controller for all data placed into their instance. ServiceNow does not examine, inspect, monitor or analyze customers' data. Customers apply access controls to restrict access to data within their instances based on their own re uirements and needs, including their own data classification. QTS QTS understands the growing number of requirements along with the complexity of managing the high cost -risk if you are not in compliance, and makes compliance a top priority. Our dedicated QTS Internal Audit team is focused on helping you define controls and processes to meet your ever-expanding compliance requirements. We are steadfast in protecting your data with the commitment to allocate required resources, technology and controls to not only help you achieve and maintain compliance today, but to expertly support your needs as they inevitably grow and change in the future. QTS tackles compliance differently. We provide a flexible, integrated approach to meet the IT compliance and regulatory needs across a wide variety of industries — from Payment Card Industry Data Security Standard (PCI DSS) and the Health Insurance Portability and Accountability Act (HIPAA) to U.S.—EU Safe Harbor. Our approach reduces the complexity and workload to effecti ely support their com Iiance efforts. SAP Ariba Our security framework, which consists of semi-annual independent third party AICPA audit under the Trusted Services Principles of security, confidentiality, process integrity and availability as well as annual certification by an independent Qualified Security Assessor for PCI DSS, is highly aligned with the NIST controls. Our security framework and cloud services are designed to receive process and store data sets of a commercial business -to -business nature and are multi -tenant and international in scope. FISMA/NIST is designed to protect US government data that can include classified information as well as sensitive PII such as ePHI and SSN's or government identifiers. We practice data avoidance where these data sets are concerned primarily to reduce the risk to us and to our customers but also to avoid additional regulatory compliance which has onerous reporting and high costs which would have to be passed on to our customers. Where FISMA regulated entities can take advantage of our solutions, the data sets they expect to store must be validated to avoid being under regulatory requirements beyond what we can provide in terms.of both security as well as rep ortln mm Field lass Field lass has based g g its security program on the ISO 27002 security standard and has maintained its ISO 27001 certification since February 2011. However, to ensure that a robust security framework was developed, additional controls were added and/or modified based on COBIT DS5 Ensure Systems Security, specific NIST special publications, and vendor specified best practices. Fieldglass uses a SSAE 16 audit with a twelve-month audit cycle to validate that the controls defined within the security framework are o eratin effectively. Hanna SAP will show the compliance with the SAP Cloud Security Framework by the compliance audits and/or certification audits only as it pertains to the HANA Enterprise Cloud. SAP Cloud and Infrastructure Delivery's Security, Risk & Compliance Office has devei''opd the Integrated carahsoft 51 carahsoft Agreement No. 7434 SOLICITATION # CH16012 Information Security Management System (IISMS) Framework. The IISMS Framework is based on SAP's corporate quality and security policy as well as the corporate security standards and guidelines relating to information security and business continuity. This IISMS Framework was adapted to SAP Cloud Security Services as SAP Cloud Security Framework (Cloud SFW). SAP's security, process and compliance team conducts technical security audits to validate that security concepts have been implemented successfully and to safeguard the usage of newly developed tools. Compliance Audits Cloud solutions from SAP have passed ISAE3402/SSAE16-SOC 1 Type II and/or SOC 2 Type II audits (in the following referred to as SOC audits) and can provide the related audit reports on request. Certification Audits The SAP HANA Enterprise Cloud has attained certifications according to the following ISO standards are available (related audits are in the following referred to as ISO audits): • ISO 27001:2013 • ISO 22301:2012 • ISO 9001:2008 SuccessFactors Our IT architecture is aligned with ISO 270--._ 02. We are Safe Harbor certified and in alignment with BS10012 and ISO 20000 for Service Delivery. We demonstrate an on -going commitment to protecting the confidentiality, integrity and availability ("CIA") of data from internal and external threats, making us a reliable and secure system provider. Our secure multi -tenant Software as a Service (SaaS) platform is designed for availability, security, scalability, and performance. Industry best practices and standards are adopted and incorporated. Our Network also complies with the Authority to Operate as a Moderate Risk Federal Information System by the Office of Personnel Management and Department of Homeland Security; NIST SP800-53 Security Controls; EU Privacy Directive 95/46/EC for EU and non-EU customer data; Payment Card Industry (PCI) Data Security Standard (DSS) v 2.0; Safe Harbor. We provide privacy compliant data center facilities not only in the United States but also as a Member State of the European Union (EU) or a state of the European Economic Area (EEA). Currently, such data centers are certified for ISO27001, IS09001 and PCI-DSS compliance. Our security services provide complete and thorough monitoring of all traffic on the network on a 24x7x365 basis, and include security technology, alert services and incident management support. We are audited twice annually to SSAE16 US or ISAE 3402 international accountingstandards VMware VMware is fully committed to complying with NIST and all other relevant industry standards including FedRAMP, FISMA, PCI, CSA CAIQ, etc. This is demonstrated by VMware's track record of pursuing and obtaining certifications such as those listed above. vCloud Government Service has been certified to store and secure Low Risk Level and Moderate Risk Level data as defined by FIPS PUB 199. In addition, VMware is capable of enhancing the vCloud Government Service to meet participating State's requirements to be able to store data that is defined by FIPS Pub 199 as High Risk Data. VMware is committed to maintaining compliance with all of our existing and future compliance certifications. Our ability to remain competitive as a software and services provider in the public sector depends upon it. Thus we have established a comprehensive security and compliance team to ensure that we a c maintain compliance s well as a strongITsecurety pc�strre. p _ _ 52 carahsoft Agreement No. 7434 SOLICITATION # CH16012 .. .......... _ _. _ _ . ............. VMWare supports regular internal and external audits to ensure compliance with its certifications as required. The AirWatch Information Security Program is built on the security framework laid out in NIST 800- 53. Although AirWatch is not required to register with any regulatory agencies, we provide a suite of tools for our customer's to maintain industry -relevant compliance guidelines within their mobile device fleets. AirWatch has recently been awarded the HP-IAPP Privacy Innovation Award for Most Innovative Privacy Technology by the International Association of Privacy Professionals (IAPP) for our commitment to delivering an EMM platform focused on end -user privacy. To help ensure the confidentiality, integrity, and availability of our cloud offering, we comply with the European Data Protection Directive (95/46/EC) and our top -tier data center partners have unde�ne SSAE16 SOC2 Ty e II audits and have ISO 27001 certifications. y third party certifications for SSAE 16 SOC 2, FedRAMP certifications, Model clauses, Privacy and security standards among others. The data that FireEye receives is only in conjunction with the malware ana6 sis. VirtueStream The Virtustrea mFedWeral Cloud (IaaS) has met the requirements for a FedRAMP moderate P-ATOm- The IAAS is assessed annually by a FedRAMP certified 3rd Party Assessment Organization (3PAO). The annual assessment will review a subset of the NIST 800-53 Revision 4 controls as designated by FedRAMP. Virtustream's 3PAO shall demonstrate impartiality throughout the assessment to accurately assess the status of all security controls in place. 8.6.2 Offeror must list all government or standards organization security certifications it currently holds that apply specifically to the Offeror's proposal, as well as those in process at time of response. Specifically include HIPAA, FERPA, CJIS Security Policy, PCI Data Security Standards (DSS), IRS Publication 1075, FISMA, NIST 800 53, NIST SP 800-171, and FIPS 200 if they apply. _.. _..... .......................... ....... . ............... __ ....... CA APM AWS EC2 datacenters annually undergo SOC 3 audits. _....u_ The application currently not hold a Soc 2 attestation. MAA CA MAA is certified for SOC 2,IMe_ASecud Audit. CA Agile Our data center provider has a SOC 2 audit report that can be provided upon request. Our application does not currently have such certifications. ASM Rackspace datacenters annually undergo various certification including SOC 3 audits. The a lication currently does not hold a Soc 2 attestation. Google Google has a FedRAMP ATO at the Moderate impact baseline. FedRAMP incor orates many NIST SPs and FIPS including 800-53, FIPS 199, FIPS 200), and has a specific offering. Google Apps for Education that is FERPA and COPPA compliant. Other compliance standards such as HIPAA and CJIS don't offer certification per se, but are commonly accommodated (i.e. Google will sign a BAA to meet HiTECH/HIPAA requirements, and has numerous customers who bear responsibility for meeting CJI processing requirements). PCI DSS is generally not applicable to SaaS systems (though we can do email hygiene processing to protect against incidental usage)„ but Google IaaS/PaaS does meet PCI DSS v3 standards. Google also holds and is committed to maintaining SOC2 and IS027001 certifications. AODocs AODocs doens't hold an HIPAA certifications per se, but are commonly accommodated to meet ......HIPAA requirements signin as Virtru HIPAA, FERPA, CJIS, NIST 800-53, NIST SP-800 Salesforce Salesforce and the Salesforce Force platform is ISO 27001 certified and PCI-DSS compliant. SOC1, SOC2 and SOC3 audits are performed by third party auditor annually at a minimum. Additional audits and certifications include: carahsoft 53 carahsoft Agreement No. 7434 SOLICITATION # CH16012 FedRAMP Authority to Operate from Department of Health and Human Services CSA'Consensus Assessments Initiative' JIPDC (Japan Privacy Seal) Tuv (Germany Privacy Mark) TRUSTe HIPAA In provisioning and operating the services, Salesforce complies with the provisions of HIPAA's Privacy Rule and Security and the HITECH Act that are applicable to business associates. Salesforce's customers are still responsible for complying with the same in their capacity as a covered entity or business associate using the Salesforce services. The services' features permit customers to customize use as per a compliance program for HIPAA (including the HITECH Act) and many customers store protected health information (PHI) on our service. From a legal standpoint, some of our customers have asked Salesforce to assist them in meeting their compliance obligations; for example, by entering into business associate agreements (BAA) to address formal legal requirements pertaining to use and disclosure of protected health information (PHI). FERPA Salesforce maintains appropriate administrative, physical, and technical safeguards to help protect the security, confidentiality, and integrity of data our customers submit to the Salesforce Services as Customer Data. Salesforce's customers are responsible for ensuring the security of their Customer Data in their use of the service and implementing any necessary customer -controlled settings. To aid, Salesforce offers robust security functionality that provides our customers the flexibility to use the application in a configuration that furthers compliance with local data protection laws and regulations. While Salesforce complies with applicable law in provisioning and operating the Salesforce services, it is the sole responsibility of Salesforce's customers to ensure compliance with applicable laws in their respective uses of the Salesforce services. PCI-DSSSalesforce is PCI Level 1 compliant and has received a signed Attestation of Compliance (AoC) for the Payment Card Industry Data Security Standard (PCI-DSS). Salesforce customers who must adhere to PCI compliance may store personal account numbers ("PAN" or "credit card numbers") in Salesforce, with the following caveats: - PANs may only be stored in a custom field encrypted via Classic Encryption or supported field types via the Platform Encryption functionality. PANs must not be stored in clear text fields, attached files, or any other location. - Customer administrators must configure Salesforce features to support their organization's PCI controls.NIST SP 800-171NIST Special Publication 800-171 is intended for use by federal agencies when agencies are providing CUI to nonfederal organizations (or when CUI is developed by those organizations for federal agencies) for purposes unrelated to information processing. In other words, the nonfederal organizations are not operating their information systems to process agency data, including CUI, on behalf of the agency but rather for other purposes (e.g., when designing or producing an aircraft, performing a study, or conducting background investigations for security clearances). Salesforce recommends that its customers use the classifications as detailed in FIPS 199. FIPS 140-2, FIPS 197, FIPS 199, and FIPS 200 On May 23, 2014 Salesforce achieved a FedRAMP Agency Authority to Operate at the moderate impact level (as described in FIPS 199 and 200) issued by Health and Human Services (HHS) for the Salesforce Government Cloud. Additionally, on May 15, 2015, HHS, as the FedRAMP authorizing agency, approved the Salesforce Government Cloud authorization package that was updated based on annual attestation requirements and updates to the FedRAMP baseline which is FISMA compliant and based on the current release of NIST SP 800-53 Rev. 4. carahsoft 54 carahsoft Agreement No. 7434 SOLICITATION # CH16012 As part of the Salesforce Government Cloud, Salesforce is capable of responding to FIPS 140-2/3 cryptographic implementations for data being transferred between the customer's web browser and Salesforce. Data that resides within Salesforce's protected boundary does not use FIPS 140-2 validated encryption as compensating/mitigating controls are in place to protect data. Additional information is provided below. Data Transmission between the customer's web browser and Salesforce: Salesforce employs cryptographic mechanisms to protect information during transmission. All transmissions between the user and Salesforce are encrypted by default with a 2048-bit Public Key. Our service uses International/Global Step Up certificates. We support one-way TLS, in which customers create secure connections before sharing private data. Secure routing and traffic flow policies ensure that customer traffic is encrypted entering Salesforce until the load balancer decrypts the traffic. The load balancers decrypting the traffic are FIPS 140-2 compliant and are located inside of the Salesforce Government Cloud isolation boundary. Data Transmission for Backup Media: Media containing customer data is not transported outside of controlled salesforce.com areas and therefore relies on physical access controls to protect the data. Data at Rest: NIST 800-53 Rev. 3 states in SC-28, "Information at rest refers to the state of information when it is located on a secondary storage device (e.g., disk drive, tape drive) within an organizational information system." SC-28 also states, "Organizations may choose to employ different mechanisms to achieve confidentiality and integrity protections, as appropriate." All secondary storage media (hard drives, disk drives, and tapes) containing customer data are maintained within Salesforce's secure production data centers until the media has been sanitized and destroyed. Salesforce relies on physical access controls as a compensating control to protect the data. Primary Data Storage: User passwords are stored in the RDBMS encrypted via the SHA algorithm with a 256-bit hash. This is a one way hash. The passwords are encrypted by the application. For primary data storage, Salesforce provides customers with a built-in capability to apply field -level encryption, using 128-bit keys with Advanced Encryption Standard (AES) encryption (as defined by FIPS 197), for a selection of custom fields included in the Salesforce Platform and CRM applications. ServiceNow ServiceNow's security policy stbased on IS027001:201designated and hasdbeenn since 2012 ServiceNo " _ g ds is fl.crypstorage, __._._._....._ ceNow also has annual SSAE 16 SOC 1 Type 2 and SOC2 Type 2 attestations with controls being based off NIST 800-53. The ServiceNow Service Automation Government Cloud Suite is a FedRAMP Compliant Cloud System with a JAB Provisional Authorization. This cloud offering has regulatory restrictions to the types of tenants that can use it. ServiceNow's FedRAMP compliant and standard commercial datacenter environments are virtually identical. The differences that do exist, such as only allowing access to specially adjudicated US citizens, exist for regulatory reasons not because the environment is su erior in some way. QTS QTS assists with ma ing between DOD IT RMF/DIACAP and NIST as well as International Standards Organization (ISO) standards and many others. QTS maintains control mappings that include: NIST 800-53/FedRAMP (LowlModerate/Hichl carahsoft 55 carahsoft Agreement No. 7434 SOLICITATION # CH16012 • DOD IT RMF/DIACAP (MAC 1/11/III Sensitive & Public) • HIPAA-HITECH-Omnibus • PCI-DSS • ISO/NATO • CNSS/ICD/DCID/NISPOM ._..�.�.. � ......_ SAP .A ._... riba .......... ...................... We are audited and certified by independent third -party auditor PricewaterhouseCoopers (PwC) for compliance with ISAE 3402 SOC1 Type 11, SOC2 and SOC3 every six months. Upon completion of the audit, an attestation letter is issued, stating our compliance. In addition, our primary hosting facility (Equinix) infrastructure is audited for compliance with SSAE 16 SOC1 Type II. The Service Organization Controls report (SOC) is aimed at three different audiences. SOC1 (aimed at financial auditors) is the same type of report as the SAS70 but also includes an attestation letter signed by both our company and the auditor. SOC2 is aimed at IT and security practitioners. The SOC3 is the publicly viewable web seal to show that we have been audited. In addition, we have attained PCI (Payment Card Industry) - DSS (Data Security Standard) certification as a Level 1 Service Provider and compliance with the Visa USA Cardholder Information Security Program (CISP) and MasterCard Site Data Protection (SDP) program. These programs were created specifically for merchants and service providers who process, store, or transmit cardholder data. The PCI DSS is a set of comprehensive requirements for enhancing payment account data security which was developed by the founding payment brands of the PCI Security Standards Council, including American Express, Discover Financial Services, JCB International, MasterCard Worldwide and Visa Inc. It was developed to help facilitate the broad adoption of consistent data security measures on a global basis. The PCI DSS is a multifaceted security standard that includes requirements for security management, policies, procedures, network architecture, software design, and other critical protective measures. This comprehensive standard is intended to help organizations proactively protect customer account data. CISP and SDP reflect Visa's and MasterCard's respective longstanding commitment to information security ,,..-._....... Fieldglass SAP Fieldglass has achieved the following certifications • ISO 27001 • SSAE 16 SOC 1 and SOC 2 HIPPA Fieldglass does not store Protected Health Information (PHI) on its system and is not required to comply with the Health Insurance Portability and Accountability Act. PCI The Fieldglass application does not process credit card information. We are not and are not required to be) PCI compliant. ... . Hanna Please see response to 8.6.1 Hybris _IT IT _m The Savvis datacenter located in Boston, MA is SSAE16 Type 11 SOC I Compliant. This replaces the older SAS70 T e II audit standard. SuccessFactors We have been audited to the SOC 2 Trust Services Criteria. This signifies that our control objectives and control activities have been examined by an independent accounting and auditing firm, and that these controls fairly presented the controls in operation as of a specific date and were suitably designed to achieve the control objectives. Our SOC 2 audits are conducted semi-annually (May, November) by PricewaterhouseCoopers (PwC) We also hold US Federal FISMA Moderate carahSO'IL 56 carahsoft Agreement No. 7434 SOLICITATION # CH16012 Authority to Operate with both OPM and NTIS. We are compliant with EU Privacy Directive 95/46/EC and are Safe Harbor self -certified. https://safeharbor.export.gov/companyinfo.aspx?id=26196We are aligned with ISO 27001 for Information Security, BS 10012 for Data Protection, and ISO 20000 for Service Delivery to create an Integrated Compliance Framework ("ICF"). Where these standards overlap in subject matter, Information Security ISO 27001 takes precedence. Our Network also complies with Authority to Operate as a Moderate Risk Federal Information System by the Office of Personnel Management and Department of Homeland Security; NIST SP800-53 Security Controls; EU Privacy Directive 95/46/EC for EU and non-EU customer data; Payment Card Industry (PCI) Data Security Standard (DSS) v 2.0; Safe Harbor. We are aligned with ISO 27001 for Information Security, BS 10012 for Data Protection, and ISO 20000 for Service Delivery to create an Integrated Compliance Framework ("ICF"). Where these standards overlap in subject matter, Information Security ISO 27001 takes precedence. Our Network also complies with Authority to Operate as a Moderate Risk Federal Information System by the Office of Personnel Management and Department of Homeland Security; NIST SP800-53 Security Controls; EU Privacy Directive 95/46/EC for EU and non-EU customer data; .... _. .. Payment Card Indust' PCII Data Security Standard (DSS) v 2.0; Safe Harbor, VMware VMware IaaS Services ISO/IEC 27001: ISO/IEC 27001 is a globally recognized standard for the establishment and certification of an information security management system (ISMS). vCloud Air continues to maintain a current ISO/IEC 27001 Certification and has recently issued updated certification for ISO/IEC 27001:2013. Achieving certification means that VMware has implemented a holistic security program that conforms with the ISO 27001 standard requirements, both in the security management system and control activities. The audit of the ISMS was completed by Brightline CPAs and Associates - an ANAB accredited certification body. HIPAA: The Health Insurance Portability and Accountability Act of 1996(HIPAA), which has incorporated requirements from the Health Information Technology for Economic and Clinical Health Act (HITECH) of 2009, established national standards for the security and privacy of Protected Health Information (PHI) in the United States. To help customers comply with HIPAA, VMware offers a Business Associate Agreement (BAA) to all interested customers using our US -based data centers. The BAA was designed in conjunction with a leading law firm with expertise in HIPAA and provides fair and reasonable terms for healthcare providers, insurers, and other organizations. VMware has completed an independent third party examination of vCloud Air against applicable controls of HIPAA. SOC 1 (SSAE16/ISAE 3402): Service Organization Control (SOC) 1 reports are conducted in accordance with Statement on Standards for Attestation Engagements (SSAE) No.16 put forth by the Auditing Standards Board (ASB) of the American Institute of Certified Public Accountants (AICPS). The SOC 1 framework reports on internal controls over financial reporting for any service organization such as VMware vCloud Air. SOC 1 aligns to the International Standard on Assurance Engagements (ISAE) 3402 international reporting standards. SOC 1 examinations are specifically intended to meet the needs of the managements of vCloud Air's customers and vCloud Air's customers' auditors, as they evaluate the effect of the controls at vCloud Air on the clients' financial statement assertions. VMware has completed an independent third -party examination of vCloud Air which spans a twelve (12) month review period. ]SOC 2: The Service Organization Control 2 (SOC 2) report is composed of a comprehensive set of criteria on security, availability, processing integrity, confidentiality, and privacy and is similarly set Jorthibarthe America Institute of Certified Public Accountants (AICPA). The SOC 2 reports are carahsoft 57 carahsoft Agreement No. 7434 SOLICITATION # CH16012 ........... _............ __....__.._ ........... intended for use by stakeholders (e.g. customers, regulators, business partners, suppliers, directors) of the service organization that have a thorough understanding of the service organization and its internal controls. VMware has completed an independent third -party examination of vCloud Air that also spans a twelve (12) month review period. SOC 3: Trust Services Report for Service Organizations Control 3 (SOC 3) reports are designed to meet the needs of customers who want assurance on the controls at a service organization related to security, availability, processing integrity, confidentiality, or privacy. vCloud Air has completed an independent third -party SOC 3 examination of VMware vCloud Air. SOC 3 is composed of a comprehensive set of trust principles including security, availability, processing integrity, confidentiality and privacy. Cloud Security Alliance: VMware vCloud Air has completed the Cloud Security Alliance (CSA) Consensus Assessments Initiative Questionnaire (CAIQ). CAIQ provides industry -accepted ways to document what security controls exist in IaaS, PaaS and SaaS offerings. FedRAMP Provisional Authority: VMware vCloud Government Service, provided by Carpathian, now has FedRAMP Provisional Authority to Operate issued by the Joint Authorization Board (JAB). FedRAMP is a government -wide program that provides a standardized approach to security assessment, authorization, and continuous monitoring for cloud products and services. This approach uses a ""do once, use many times"" framework that can reduce government organizations' costs, time, and staff required to conduct redundant agency security assessments. U.S. government agencies can now leverage vCloud Government Service to meet the stringent security and privacy requirements of FedRAMP. FIPS 140-2: VMware vCloud Government Service is fully FIPS 140-2 compliant including hardware which provides its 2-Factor Authentication capabilities. FIPS Pub 199: As discussed previously, vCloud Government Services is certified to store and secure Low Risk Data and Moderate Risk Data as defined by FIPS Pub 199. VMware is willing to work with participating States that require High Risk Data Storage to enhance vCloud Government Services to store and secure this data. FIPS Pub 199: As discussed previously, vCloud Government Services is certified to store and secure Low Risk Data and Moderate Risk Data as defined by FIPS Pub 199. VMware is willing to work with participating States that require High Risk Data Storage to enhance vCloud Government Services to store and secure this data. CJIS: vCGS recently underwent a CJIS assessment by CoalFire, Inc. CJIS is not a certification, it is a policy that must be followed and accredited for each deployment which requires it. The goal of VMware's CoalFire assessment was to create a baseline configuration that can be reused across any CJIS opportunity to accelerate the implementation and accreditation timeframes. FERPA: Like CJIS, FERPA compliance is assessed and confirmed for each deployment that requires it. VMware's vCloud Government Service FedRamp certification and others provide evidence that the underlying infrastructure is capable of meeting rigorous information security and availability requirements. VMware will work with Participating Entities to meet FERPA requirements on a task order basis. PCI Data Security Standards (DSS): Neither vCloud Air nor vCGS are currently PCI certified at this time. VMware will work with Participating Entities to meet PCI requirements on a task order basis. IRS Publication 1075: Because both IRS 1075 and FedRAMP are based on NIST 800-53, the compliance boundary for IRS 1075 is the same as the FedRAMP authorization. This, vCGS complies with IRS Publication 1075 on the basis that it is FedRAMP certified. FISMA: vCGS is FISMA Low and Moderate compliant. Agreement No. 7434 SOLICITATION # CH16012 FireEye VirtueStream NIST 800-53: NIST 800-53 provides the core controls that must be met to achieve FedRAMP __...... compliance. VMware vCloud Government Service has FedRAMP Provisional Authority to Operate issued by the Joint Authorization Board (JAB), thus we are compliant with NIST 800-53. NIST SP 800-171: VMware vCloud Government Service has FedRAMP Provisional Authority to Operate issued by the Joint Authorization Board (JAB). NIST 800-171 outlines a subset of the NIST 800-53 requirements, and as stated above, VMware vCloud Government Service is compliant with these guidelines. Since NIST 800-171 outlines a subset of the NIST 800-53 requirements, VMware vCloud Government Service is compliant with NIST SP 800-171. FIPS 200: Neither vCloud Air nor vCGS are currently FIPS 200 certified at this time. VMware will work with Participating Entities to meet PCI requirements on a task order basis. VMWare AirWatch The AirWatch Information Security Program is built on the security framework laid out in NIST 800-53. Although AirWatch is not required to register with any regulatory agencies, we provide a suite of tools for our customer's to maintain industry -relevant compliance guidelines within their mobile device fleets. AirWatch has recently been awarded the HP-IAPP Privacy Innovation Award for Most Innovative Privacy Technology by the International Association of Privacy Professionals (IAPP) for our commitment to delivering an EMM platform focused on end -user privacy. To help ensure the confidentiality, integrity, and availability of our cloud offering, we comply with the European Data Protection Directive (95/46/EC) and our top -tier data center partners have undergone SSAE16 SOC2 Typell audits. . _....... ..... ___ Currently the standards that apply are SSAE 16 SOC 2 Type 2, with a FedRAMP ATO in place and full FedRAMP certification in process. We are also in the process of becoming FedRAMP ISO 2700x certified. -..w _.. ....... .._............. Security is the foundation of our business. Virtustream's xStreamTm cloud software assists our customers to meet mandatory Legislative requirements, and achieve and maintain SSAE16, ISAE3402, PCI-DSS 3.0, FISMA, ISO 27001-2005/2013, ISO 9001-2008, HIPAA, CSA STAR and other leading cloud certifications and compliance frameworks in the customer's own environment (when coupled with identified operational and management controls). 8.6.3 Offeror must describe its security practices in place to secure data and applications, including threats from outside the service center as well as other customers co -located within the same service center. CA APM CA technologies understands that security is a top concern when evaluating cloud - based applications, which is why CA technologies operations worldwide conform to rigorous certification, compliance and security programs and processes. In addition, we contract with independent auditors to regularly evaluate and validate the security of our service. High risks are identified, validated and remediated before production systems are made available. Medium risks are evaluated and resolved on a priority basis. MAA All MAA core servers are behind firewalls; only systems administrators have access to the servers; all data is encrypted when transmitted between data centers. The MAA dashboard and API are protected with HTTPS/TLS encryption, and users are required to authenticate in order to access these. CAAgile We use a co -located data center provider and within that environment we have a dedicated cage to which only our Operations Team has access. We also monitor all traffic across our systems using HIDS (OSSEC) and NIDS (Snort) to notify of any sus,agious cfivity, ASM All ASM core servers are behind firewalls; only systems administrators have access to the servers; all data is encrypted when transmitted between data centers. The ASM dashboard and API are protected with HTTPS/TLS encryption, and users are required to use a username and password to login to their accounts. P. carahswl 59 carahsoft Agreement No. 7434 SOLICITATION # CH16012 Google In this DPA the obligations of Google to hold all customer g g g data as confidential and wholly owned by the customer is detailed. Google's internal data access processes and policies are designed to prevent unauthorized persons and/or systems from gaining access to systems used to process personal data. Google aims to design its systems to: (i) only allow authorized persons to access data they are authorized to access; and (ii) ensure that personal data cannot be read, copied, altered or removed without authorization during processing, use and after recording. The systems are designed to detect any inappropriate access. Google employs a centralized access management system to control personnel access to production servers, and only provides access to a limited number of authorized personnel. LDAP, Kerberos and a proprietary system utilizing RSA keys are designed to provide Google with secure and flexible access mechanisms. These mechanisms are designed to grant only approved access rights to site hosts, logs, data and configuration information. Google requires the use of unique user IDs, strong passwords; two factor authentication and carefully monitored access lists to minimize the potential for unauthorized account use. The granting or modification of access rights is based on: the authorized personnel's job responsibilities; job duty requirements necessary to perform authorized tasks; a need to know basis; and must be in accordance with Google's internal data access policies and training. Approvals are managed by workflow tools that maintain audit records of all changes. Access to systems is logged to create an audit trail for accountability. Where passwords are employed for authentication (e.g., login to workstations), password policies that follow at least industry standard practices are implemented. These standards include password expiry, restrictions on password reuse and sufficient password strength. For access to extremely sensitive information (e.g., credit card data), Google uses hardware tokens. AODocs AODocs being built in Goo le A pEn ine and Google Drive. _ Virtru Please see the Virtru Security Policies and Procedures and the Virtru Privacy Policies and Procedures provided in the Supplemental Information section of this response. Salesforce Government Trusted Security and Infrastructure Salesforce understands that the confidentiality, integrity, and availability of our customers' information are vital to their business operations and our own success. We use a multi -layered approach to protect that key information, constantly monitoring and improving our application, systems, and processes to meet the growing demands and challenges of security. Independent audits confirm that our security goes far beyond what most companies have been able to achieve on their own. Using the latest firewall protection, intrusion detection systems, and TLS encryption, Salesforce Force.com gives you the peace of mind only a world -class security infrastructure can provide. Third -party validation Security is a multidimensional business imperative that demands consideration at multiple levels, from security for applications to physical facilities and network security. In addition to the latest technologies, world -class security requires ongoing adherence to best -practice policies. To ensure this adherence, we continually seek relevant third -party certification, including ISO 27001, the SysTrust audit (the recognized standard for system security), and SSAE 16 SOC 1 audit (an examination and assessment of internal corporate controls, previously known as SAS 70 Type II). SOC1, SOC2 and SOC3 audits are performed by third party auditor annually at a minimum. Additional audits and certifications include: CSA'Consensus Assessments Initiative', JIPDC (Japan Privacy Seal), Tuv (Germany Privacy Mark), and TRUSTe. I � Protection at the application level _ I f - 60 carahsoft Agreement No. 7434 SOLICITATION # CH16012 Salesforce protects customer data by ensuring that only authorized users can access it. Administrators assign data security rules that determine which data users can access. Sharing models define company -wide defaults and data access based on a role hierarchy. All data is encrypted in transfer. All access is governed by strict password security policies. All passwords are stored in SHA 256 one-way hash format. Applications are continually monitored for security violation attempts. Protection at the facilities level Salesforce security standards are stringent and designed with demanding customers in mind, including the world's most security -conscious financial institutions. Authorized personnel must pass through five levels of biometric scanning to reach the Salesforce system cages. All buildings are completely anonymous, with bullet -resistant exterior walls and embassy -grade concrete posts and planters around the perimeter. All exterior entrances feature silent alarm systems that notify law enforcement in the event of suspicion or intrusion. Data is backed up to disk or tape. These backups provide a second level of physical protection. Neither disks nor tapes ever leave the data center. Protection at the network level Multilevel security products from leading security vendors and proven security practices ensure network security. To prevent malicious attacks through unmonitored ports, external firewalls allow only http and https traffic on ports 80 and 443, along with ICMP traffic. Switches ensure that the network complies with the RFC 1918 standard, and address translation technologies further enhance network security. IDS sensors protect all network segments. Internal software systems are protected by two -factor authentication, along with the extensive use of technology that controls points of entry. All networks are certified through third -party vulnerability assessment programs. Secure Data Centers Data centers provide only power, environmental controls, and physical security. Salesforce employees manage all other aspects of the service at the data centers. Colocation data center personnel do not have network or logon access to the Salesforce systems. Colocation personnel have physical access to the Salesforce secure server room in the event of an emergency, but do not have keys to the individual racks containing hardware. Data centers maintain a common baseline of physical and environmental controls across data centers. The exterior perimeter of each anonymous data center building is bullet resistant, has concrete vehicle barriers, closed-circuit television coverage, alarm systems, and manned 24/7 guard stations that together help defend against non -entrance attack points. Inside each building, multiple biometric scans and guards limit access through interior doors and to the Salesforce secure rooms at all times. Access to Salesforce's secure server rooms in the datacenter is authorized based on position or role. Additional access controls enforced by an electronic key box are implemented for the dedicated Salesforce Government Cloud racks to ensure that access is limited to Qualified U.S. Citizens. Salesforce has an established process to review data center access logs to the server room. Additionally, an at least annual assessment of the data center is performed to ensure the data centers are meeting Salesforce's security control requirements. In addition to securing the data center locations, it is critical that the data center facilities maintain robust critical infrastructure to support Salesforce through the following services: carahsoft 61 Agreement No. 7434 SOLICITATION # CH16012 Temperature and d Humidity Controls • Humidity and temperature control • Redundant (N+1) cooling system Power • Underground utility power feed • Redundant (N+1) CPS/UPS systems • Redundant power distribution units (PDUs) • Redundant (N+1) diesel generators with on -site diesel fuel storage Secure Network Logistics • Concrete vaults for fiber entry • Redundant internal networks • Network neutral; connects to all major carriers and located near major Internet hubs • High bandwidth capacity Fire Detection and Suppression • VESDA (very early smoke detection apparatus) • Dual -alarmed, dual -interlock, multi -zone, pre -action dr�pipe water -based fire suppression ServiceNow The ServiceNow cloud is built for the enterprise customer with every aspect aimed towards meeting the customer's demand for reliability, availability and security. ServiceNow's comprehensive approach to address this demand is enabled by the following: (a) ServiceNow's robust cloud infrastructure runs on its own applications and utilizes industry best -of -breed technology to automate mission critical functionalities in the cloud service with around -the -clock and around -the -world delivery; (b) ServiceNow achieves flexibility and control in its ability to deliver a stable user experience to the customer by having a logical single tenant architecture; (c) ServiceNow's application development which has a paramount focus on quality, security, and the user experience is closely connected to the operations of delivering those applications in a reliable and secure cloud environment; (d) ServiceNow invests in a comprehensive compliance strategy that allows its customers to attain their own compliance to applicable laws by obtaining attestations and certifications and running its subscription service from paired data centers situated close to where its customers are located; and (e) ServiceNow's homogeneous environment where all applications are on a single platform offers ServiceNow a competitive advantage in being able to concentrate its efforts to make the customer's user experience the best possible. The "Data Security Guide" contained within the "Subscription Service Guide" included with this response describes the measures ServiceNow takes to protect Customer Data when it resides in the ServiceNow cloud. QTS The QTS Information System Security Officer (ISSO) de velops, disseminates, annually reviews and updates a formal, documented access control policy; System and Communications Protection and addresses the following: -Purpose and scope -Roles, responsibilities -Compliance QTS develops, disseminates, and annually reviews/updates a formal, documented security policy executive summary, SP Executive Summary - Information System Security Program Policies, which addresses: -management commitment -coordination among customer entities Ira Pa carahsor T. 62 carahsm Agreement No. 7434 SOLICITATION # CH16012 QTS cloud's Policies are maintained within a biometnc sec ure office located in in the Suwanee facility at 300 Satellite Blvd, Suwanee, GA 30024. It is disseminated to all individuals, including but not limited to employees, contractors, consultants, temporaries, and other personnel affiliated with third parties, who use any QTS Information Resource that is owned or leased by QTS. This policy is consistent with QTS's mission and functions and with applicable laws, directives, policies, regulations, standards, and guidance. The previously mentioned artifacts are disseminated via a centralized secure document repository among all QTS cloud's personnel who have any service operations or service delivery role for QTS cloud's IaaS offerings system environments, and is to be individually or by group reviewed semi-annually, especially by any personnel who have administrative access. QTS can provide its Information Security Policies as required: • IT_POL,03_Sstem_and_Comrnu nication _Prot cliortA.Pofic u1.2— 1/17/14 SAP Ariba We are committed to the security and integrity of customer information. We utilize security measures to protect against the loss, misuse or alteration of the information under our control. To prevent unauthorized access, maintain data accuracy, and facilitate the correct use of information, we have put in place appropriate physical, electronic, and managerial procedures to safeguard and secure the information we collect within the solution. Fieldglass Please see the Fieldglass Security and Hosting Overview provided in the _ Supplemental Information section of this .n..se. Hanna Communication between data centers is via VPN or MPLS; VPN is encrypted by default and MPLS can be encrypted as well. Internet facing customer systems are protected by perimeter protection systems using technologies such as web application firewall (WAF) or intrusion prevention systems (IPS). Perimeter protection systems operate by monitoring traffic and blocking attaches towards SAP HANA Enterprise Cloud customer systems, ... .... Hybris Both IDS and IPS are included the SAP Hybris Commerce, Cloud Edition The security infrastructure includes firewall security and hardened security policies on all servers. Log management procedures are in -place for log review for firewall, applications, network devices, including file -integrity management. SAP Hybris utilizes technologies from leading security firms for Log Management and File Integrity Management. SAP Hybris employs two - factor authentication across its network. SAP Hybris undergoes vulnerability and penetration testing. SAP Hybris validates against requirements for PCI DSS 2.0. The infrastructure also includes Web Application Firewalls and DDoS Mitigation Services. In addition, security policies and change management policies are in -place ensuring that all access and changes to customer systems and information is accessible only by SAP Hybris staff with access authorization. Security of the software application which is controlled by the Customer (or its .............. irnp Iementation partner remains the reams onsibilit of the Customer. mm SuccessFactors Technologies and measures used to help protect the security of customer data include: Redundant firewalls in a dedicated environment Network intrusion detection to help guard against attacks by monitoring all data center traffic around -the -clock and notifying operations and security teams in the event of an imminent threat Vulnerability scanning to proactively test internet-connected web servers by searching for weaknesses in the same way that a hacker would carahsoTT63 c_ t Agreement No. 7434 SOLICITATION # CH16012 _................. ................ _... _. Penetration testing at least annually Security teams monitoring the infrastructure 24x7x365 Any security issues discovered are reported in real time to information security staff and IT management, entered into our ticketing system for follow-up investigation, and tracked to resolution. All actions taken to resolve the problem are documented, allowing all problems to be tracked to completion. We provide application level memory separation between each client instance as well as data level segmentation and separation with each customer's data residing in its own schema and table space at the database tier. The database tier provides isolation and security of data, and the use of application clustering provides availability, reliability and scalability. Each customer's data is maintained in a separate database schema with its own discrete set of tables, facilitating a high degree of data isolation thus preventing potential for data segmentation breaches Flexibility to backup individual customer table spaces without affecting adjacent customers Each schema has separate authentication credentials and assigned resource rofile to restrict access rights and resource consumption VMware The VMWare Approach to Compliance Many organizations have initiatives to virtualize their Information Technology (IT) infrastructure, or to move to a Cloud Computing model. However, these initiatives are often complicated by the increasing number of regulatory compliance requirements, which require protection of data such as PCI, HIPAA, FISMA, DIACAP, FedRAMP, GLBA, and other State and Federal requirements. Organizations are increasingly concerned with the complexity, risk, and impact that a new technology can bring to their existing environments. VMware addresses these challenges by establishing a Compliance Reference Architecture Framework (RAF) that provides a consistent method for VMware, its partners, and customers to assess and evaluate the impact of regulations on virtual and cloud environments. The intent of the RAF is to provide a single framework for VMware, its partners, and organizations to address a variety of compliance requirements across an IT infrastructure. We designed our security architecture using a defense -in-depth approach to implement multiple layers of security throughout the SaaS environment and to mitigate any potential attacks through multiple safeguards, including: • Access control mechanisms, firewalls, anti-viruslmalware software, auditing mechanisms, network controls, maintaining defined configuration settings, etc. ............. We perform r�ular internal scans to assess the vulnerabllat a of our internal network. FireEye All data is stored within locked and monitored cages in secure data centers. Customer data is restricted to a need to know basis. Data is logically tagged and virtually segregated in our cloud services. Access is managed and only given to those with need to know including internal em to ees and customers. VirtueSt __ ___._�_.._ .._...... ...__ ream All data for this environment will remain in the United States. Customers can elect Intel's TxT technology to demonstrate geo-fencing of data to specific data centers. Virtustream data centers are physically accessible by designated employees and approved employees only. Virtustream employees who are assigned to the data center are issued a proximity card which is required to access the data center. Once inside, physical access to the data processing areas is further restricted to specific employees. Physical access to the data processing areas is protected by biometric locks on the doors. Data center personnel maintain a list of all approved personnel who have access to the data center offices and who have access to the data processing areas. Virtustream offers security solutions which customers can select to protect their data while in transit and at rest. Customers are responsible for the protection of their data within their customer Agreement No. 7434 SOLICITATION # CH16012 zone. Virtustream does not process, store, or disseminate customer data within the Virtustream- controlled management zone. Virtustream invokes a defense -in-depth model for monitoring the management zone with tools such as Splunk, Trend Micro, Fortinet, and Tenable. These tools are available for customers to select as a manaqed service. 8.6.4 Offeror must describe its data confidentiality standards and practices that are in place to ensure data confidentiality. This must include not only prevention of exposure to unauthorized personnel, but also managing and reviewing access that administrators have to stored data. Include information on your hardware policies (laptops, mobile etc). �._ CA APM All personnel with access to client data undergo annual mandatory security trarnang and are covered under the CA Technologies NDA. Violations of security policies are grounds for termination. All access to data and other resources used to deliver the service are granted under the leastprinciple ....... MAA Customer accounts are password protected, and users can only access their data in their accounts. System administrators have access to MAA servers, and database administrators have access to database servers. Account access is reviewed eroodically, CA Agile All customer data is treated as confidental and as a policy we do not access customer data without explicit written consent. Access to systems containing customer data is restricted to our Operations Team aocordigg to our Elevated Permissions Policy. ... ASM Customer accounts are password protected, and users can only access their data in their accounts. System administrators have access to ASM servers, and database administrators have access to database servers. Account access is reviewed freraodioal�l All data on CA laptops are encryd and a PIN is required to boot. AODocs The data stored in Google AppEngine are backed up every day. The application is hosted on Google Cloud Platform infrastructure and benefits from the network securi . V1rtru See'Virtru Security Policies and Procedures' and'Virtru Privacy Policies and Procedures' Salesforce Logical Access Control Salesforce provides contractual assurance to its customers that the data hosted in the Salesforce Services will be kept confidential and not accessed except under narrow circumstances (such as a support issue) and only for a set amount of time chosen by customer. In such circumstances, we will access your org only with prior approval and subject to a Non -Disclosure Agreement (NDA). To protect against access through the application, Salesforce employees don't have access at the application level for any customers, unless the customer grants access through the "login as" feature. Access to the production environment infrastructure is restricted to a very limited number of full- time Salesforce employees required to manage the service. Salesforce's Technical Operations team and Release Managers have logical access to servers. These employees must authenticate to the production environment via a secure server (Secure Global Desktop) using 2 points of RSA two -factor authentication. This tool provides pixel data only to these administrators. Systems access is role -based and controlled and logged. DBAs do not have login access to customer's instances (org) and do not see customer data in an assembled manner. They manage the system in aggregate -performance tuning, allocating space, building indices, etc. The Oracle tables and rows in our infrastructure do not reflect the view of a single customer instance (org) since we are multi -tenant and the data is spread across multiple disk arrays carahsoft 65 carahsoft Agreement No. 7434 SOLICITATION # CH16012 Database administrator account activity is logged. These logs are sent to the security information and event management (STEM) system. These database activities logs are reviewed for appropriateness by the Computer Security Incident Response Team (CSIRT) team on a regular basis. This log data is also available as a forensic audit trail to support CSIRT during incident investigations. A customer's instance (org) of Salesforce is an aggregate of the raw data. The data model is very complicated, normalized, and the rows are identified by base62 encoded keys (primary and foreign). Re-establishing data ownership and a business context for the data would be very difficult to do at the database level. In order to reassemble any given customer's application (org), someone would need access to our source code in order to reassemble the raw data in a manner that could be interpreted and understood, and would need the entire set of tapes or disks/arrays supporting a given Instance, as the data for any one customer is spread across several tapes/disks. Data center engineers with physical access to the servers do not have logical access to the production environment and administrators with logical access to the systems do not have p ysical access to the data centers. ServiceNow ServiceNow applies the same data classification for all hosted customer data. ServiceNow does not inspect or monitor its customers' information and therefore has no ability to sub -classify customer data. The overriding requirement of the assigned classification is that customer data remains hosted in the private cloud until the customer terminates their subscription. It is never stored anywhere apart from the private cloud. Customers remain the data owner and data controller for all data placed into their instance. ServiceNow does not examine, inspect, monitor or analyze customers' data. Customers apply access controls to restrict access to data within their instances based on their own requirements and needs, includin their own data classification. OTS The customer will be assigned one or more Org Administrators. All users will be configured with RSA AD two -factor Risk Based authentication as a requirement for cloud portal access. ..� SAP Ariba We participate in the following national and international standards committees: WebTrust: (2001 - current) The Security, Availability, Processing Integrity and Confidentiality of our applications are based on the Trust Services Principles now incorporated into the SSAE16/ISAE 3000 SOC 2 standards SSAE16: (formerly SAS 70) certification: (Since 2011) ISAE 3402: (The International Standard on Assurance Engagements since 2014) every six months we undergo a rigorous ISAE 3402 audit by independent auditor PricewaterhouseCoopers (PwC) Payment Card Industry (PCI) Data Security Standard (DSS): (Since 2008) we have adopted and adhere to the PCI-DSS). PCI certification and compliance with the Visa USA Cardholder Information Security Program (CISP) and MasterCard Site Data Protection (SDP) program Safe Harbor: (Since 2007) Current on the Safe Harbor list for ""Online Data for the ASN and Cloud Solutions/Services A firewall separates the Ariba corporate network from Ariba infrastructure computers. Therefore, unauthorized Ariba employees cannot access Ariba data from the Ariba corporate network infrastructure. Access is limited to specific roles or functions within Ariba Operations. Additionally, access is mana ed on an "exception" basis w.hereby personnel need clearance to be carahsoT T. 66 carahsoft Agreement No. 7434 SOLICITATION # CH16012 authorized. Access is time -limited, after which time re -authentication is required. Internally, we have deployed an active monitoring system tied back to Human Resources. Logical access management reports are rolled up monthly and are part of the monthly Privacy & Security board review. All logical access management is subject to review and audit under ISAE 3402 assurance every six months and annually under PCI DSS cerfification. Wireless technology is not allowed within the production operations infrastructure where customer data is received, processed and stored. All corporate laptops are whole disk encrypted. All approved portable devices are encrypted and have a phone home capability which allows them to be wiped remotely. Fieldglass Fieldglass has the following categories for classifying information; Confidential - This is the information that Fieldglass and end users have a legal, regulatory and/or contractual obligation to protect or information that unauthorized disclosure, compromise, or destruction that results in severe damage, provides significant advantage to a competitor, or incurs serious financial impact to Fieldglass and/or our customers. Fieldglass will not disclose to a third party without signing a nondisclosure agreement requiring the third party to protect such information. Internal Use - This is information that, due to a technical or business sensitivity, requires special precautions to ensure the confidentiality and integrity of data by protecting it from unauthorized access, modification or deletion. This information is intended for use only within the company and must be limited to end users who are employed by Fieldglass or individuals that have a business requirement to access the data and have signed a non- disclosure agreement. Public - This information has been made available for public distribution through authorized company channels. Public information does not require special protection. It is information that can be disclosed to anyone without violating an individual's right of privacy. Knowledge of this information does not expose Fieldglass to financial loss, embarrassment, or jeopardize the security assets. Laptops Every Fieldglass laptop issued to employees and contractors have a DLP agent installed that cannot be modified. This agent detects whether customer data or the Fieldglass source code is being copied externally. Monthly access reviews are conducted by product and file share owners to ensure access is limited to a need -to -know basis. Privileged user account access is also monitored on a weekly basis. Hanna SAP treats all customer data stored in cloud solutions from SAP as "Confidential" according to SAP's data classification standard. Personal Data is subject to strict security and legal requirements in the legislation of several countries, for example handling of Personal Data is regulated in the European Union (EU) Data Protection Directive and carahsoft 67 carahsoft Agreement No. 7434 SOLICITATION # CH16012 _.............. ..... _ ........ ....... corresponding national laws. At SAP intercompany agreements exist, to ensure that these requirements are met in all SAP companies and branch offices throughout the world. Similar data protection agreements were executed with all subprocessors. Personal data must be classified as equally confidential regardless of whether it relates to employees, customers or third parties. Hybris The security infrastructure includes firewall security and hardened security policies on all servers. Log management procedures are in -place for log review for firewall, applications, network devices, including file -integrity management. SAP Hybris utilizes technologies from leading security firms for Log Management and File Integrity Management. SAP Hybris employs two - factor authentication across its network. SAP Hybris undergoes vulnerability and penetration testing. SAP Hybris validates against requirements for PCI DSS 2.0. The infrastructure also includes Web Application Firewalls and DDoS Mitigation Services. In addition, security policies and change management policies are in -place ensuring that all access and changes to customer systems and information is accessible only by SAP Hybris staff with access authorization. Security of the software application which is controlled by the Customer (or its implementation partner) remains the responsibility of the Customer. SuccessFactors We are aligned with ISO 27001 for Information Security, BS 10012 for Data Protection, and ISO 20000 for Service Delivery to create an Integrated Compliance Framework ("ICF"). Where these standards overlap in subject matter, Information Security ISO 27001 takes precedence. Our Network also complies with Authority to Operate as a Moderate Risk Federal Information System by the Office of Personnel Management and Department of Homeland Security; NIST SP800-53 Security Controls; EU Privacy Directive 951461EC for EU and non-EU customer data; Payment Card Industry (PCI) Data Security DSS) v 2.0 Sae Standard ( Harbor. VMw __ _... are VMware monitors for security events involving the underlying infrastructure servers, storage, networks, and information systems used in the delivery of vCloud Air over which VMware have sole administrative level control. The goal of this process is to identify security incidents and respond to them proactively. This responsibility stops at any point where customers have control, permission, or access to modify any aspect of the service offering. The customer is responsible for the security of the networks over which they have administrative level control. This includes, but is not limited to, maintaining effective firewall rules, exposing communication ports that are only necessary to conduct business, locking down promiscuous access, and other such capabilities. Proactive Security Monitoring over Internet and Social Media (e.g. searching filesharing sites for customer data, seeding data with honey tokens) VMware security teams perform OSINT monitoring on the Internet for all VMware products and services. This includes harvesting data from search engines, le sharing, and social networking sites. This data is analyzed for keywords and other specific indicators. With regards to potential data leaks, the customer is solely responsible for protecting the security of his or her content, including any access provided to employees, customers or third parties. vCloud Air provides certain software and functionality to help protect content from unauthorized access such as firewalls, load balancers, and IPsec VPNs. Customers are encouraged to deploy additional security mechanisms similar to what exists in their current data center to address other security controls such as data encryption, intrusion detection, le integrity monitoring, and other such concerns relevant to the sector and regulatory requirements that apply to the specific business of a customer. carahsm -r I68 carahswl Agreement No. 7434 SOLICITATION # CH16012 FireEye FireEye has mature and well documented security and privacy programs. The programs include third party certifications for SSAE 16 SOC 2, and FedRAMP certifications, Model clauses, Privacy and Security Standards among others. The data that FireEye receives is only in conjunction with the malware analysis. Our data protection standards includes prevention of exposure to unauthorized personnel and managing and reviewing all access to systems (not just for admin) quarterly or when employees have a role change. FireEye has standards for hardware and software such as gold images for all operating systems and hardened systems, these are managed and distributed centrally. It also includes supported and managed configurations of hardware and software on mobile devices and acceptabNe use for all F�reesources� VirtueStream Customers are responsible for the protection"' rotection and confidentiality of data within their application and/or system which resides on the Virtustream IaaS. Virtustream customers are logically separated via VLAN and VRF technologies which ensure that different customers' data is not accessible and cannot be altered. Customers are responsible for controlling access to their data. Virtustream does not have direct access to customer data within their customer zone. Virtustream employees who are assigned to IaaS must pass a Virtustream background investigation. In addition, Virtustream employees assigned to the RAS must adhere to any requirement by customers to pass federal, state, or local background investigations if they are to provide managed services to the customer zone. Virtustream offers an encryption at rest and encryption in transit managed service. This provides an additional level of protection for customer's data within their VLAN, All Virtustream employees with access to the IaaS are required to have hard drive encryption on their Laptops Virtustreamm performs quarterly privileged user access reviews. 8.6.5 Offeror must provide a detailed list of the third -party attestations, reports, security credentials (e.g., FedRamp), and certifications relating to data security, integrity, and other controls. CA APM AWS EC2 datacenters annually under o�c SOC 3 audits. MAA CA MAA is certified for SOC ?_In1 Securi Audit. CA Agile N/A - we are working towards a NIST 800-53r4 certification but that is not yet ASM Rackspace datacenters annually undergo various certification including SOC 3 audits. The a-plication currently does not hold a Soc 2 attestation. 9 ( ) 3 I __...................... Goo le SOC 1 SSAE 16 SOC 2 SOC SO 27001 ISO 27018 FedRAMP AODocs AODocs is certified SOC2 Tie 2 Virtru Vulnerability Scan and Penetration Testing by Cigital and FedRamp In Process spons ored by US De artment of Interior Salesforce Salesforce has com rehensive q p -.rf p privacy and security assessments and certifications performed by multiple third parties. The followingaudits and their frequencies are erformed, ISO 27001 - Annually (3 year certification) PCI-DSS - Annually FedRAMP - Annually SOC 1 (SSAE16/ISAE 3402, previously SAS 70) - Twice a year SOC 2 & SOC 3 - Twice a year Copies of our SOC reports can be provided to your Agency upon request and under NDA. ro 69 Agreement No. 7434 SOLICITATION # CH16012 Under NDA, your Agency can also be provided Salesforce's complete FedRAMP Authority to Operate (ATO) package, which contains the following security assessment documentation; 01 - Salesforce Government Claud System Security Plan 02 - Salesforce Government Cloud System Security Plan - Tracked Changes 03 - Salesforce Government Cloud Attachment 1 - Control Tailoring Workbook (CTW) 04 - Salesforce Government Cloud Attachment 2 - Control Implementation Summary (CIS) 05 - Salesforce Government Cloud Attachment 3 - PTA and PIA 06 - Salesforce Government Cloud Attachment 4 - E-Authentication 07 - Salesforce Government Cloud Attachment 5 - FIPS 199 Categorization 08 - Salesforce Government Cloud Attachment 6 - User Guide - Customer Configurations 09 - Salesforce Government Cloud Attachment 7 - Hardware, Network, and Software System Inventory 10 - Salesforce Government Cloud Attachment 8 - Customer Responsibilities .. - Salesforce Government Cloud Rules of Behavior - Ground Rules for Security Success 12 - Salesforce Government Cloud Disaster Recovery Plan 13 - Salesforce Government Cloud Incident Response Plan 14 - Salesforce Government Cloud Configuration Guide 15 - Salesforce Government Cloud Continuous Monitoring Plan 16 - Salesforce Government Cloud Security Assessment Plan 17 - Salesforce Government Cloud Security Assessment Report (SAR) 18 - Salesforce Government Cloud Table 4.1 SAR 19 - Salesforce Government Cloud Test Cases (SRTM) 20 - Salesforce Government Cloud POA&M o ServiceNw •ISO/IEC 27001:2013 BrightLine Certificate Number 1980700-4 (see supplemental information section for official certificate) •SSAE 16 SOC 1 Type 2 (available under NDA) •SSAE 16 SOC 2 Type 2 (available under NDA) •FedRAMP Compliant QTS QTS maintains control mappings that include: • NIST 800-53/FedRAMP (Low/Moderate/High) • DOD IT RMF/DIACAP (MAC 1/II/III Sensitive & Public) • HIPAA-HITECH-Omnibus • PCI-DSS • ISO/NATO • CNSS/ICD/DCID/NISPOM SAP Ariba As assurance collateral, we can provide the BITS SIG and CSA Cloud Service Provider Questionnaire, Our ISAE 3402 SOC 1 Type II, SOC 2 and SOC 3 reports as well as the Attestation of Compliance for PCI DSS are signed by our qualified security assessor and management. Fieldglass Independent third -party auditors conduct annual audits for the following: • ISO 27001 • SSAE 16 SOC 1 and SOC 2 ._._.�..-......... � Hanna Please see response 8.6.1 Hybris H uccessFactors We have various third party certifications inclu in ISO 27001 and BS10012. carahsoft _ 70 r _ Agreement No. 7434 SOLICITATION # CH16012 ........._.... __..... ......... VMware VMware IaaS Services The International Organization for Standardization (ISO) has developed he ISO 27001 standard which defines an information security management system ("ISMS") as a systematic approach to managing sensitive company information so that it remains secure. It includes an organization's people, processes and IT systems and the application of a risk management process. vCloud Air has established and implemented an Information Security Management System (ISMS) based on ISO 27001 standards to manage risks relating to confidentiality, integrity, and availability of information. vCloud Air engages an independent third party auditing firm on an on -going basis to validate vCloud's air adherence to the ISO 27001 standard. An ISO 27001 certificate is issued if the auditing firm has validated adherence to the standard. VMware IaaS Services The International Organization for Standardization (ISO) has developed he ISO 27001 standard which defines an information security management system ("ISMS") as a systematic approach to managing sensitive company information so that it remains secure. It includes an organization's people, processes and IT systems and the application of a risk management process. vCloud Air has established and implemented an Information Security Management System (ISMS) based on ISO 27001 standards to manage risks relating to confidentiality, integrity, and availability of information. vCloud Air engages an independent third party auditing firm on an on -going basis to validate vCloud's air adherence to the ISO 27001 standard. An ISO 27001 certificate is issued if the auditing firm has validated adherence to the standard. VMware IaaS Services The International Organization for Standardization (ISO) has developed he ISO 27001 standard which defines an information security management system ("ISMS") as a systematic approach to managing sensitive company information so that it remains secure. It includes an organization's people, processes and IT systems and the application of a risk management process. vCloud Air has established and implemented an Information Security Management System (ISMS) based on ISO 27001 standards to manage risks relating to confidentiality, integrity, and availability of information. vCloud Air engages an independent third party auditing firm on an on -going basis to validate vCloud's air adherence to the ISO 27001 standard. An ISO 27001 certificate is issued if the auditing firm has validated adherence to the standard. vCloud Government Service (laaS): FedRAMP Provisional Authority: VMware vCloud Government Service, provided by Carpathian, now has FedRAMP Provisional Authority to Operate issued by the Joint Authorization Board (JAB). FedRAMP is a government -wide program that provides a standardized approach to security assessment, authorization, and continuous monitoring for cloud products and services. This approach uses a ""do once, use many times"" framework that can reduce government organizations' costs, time, and staff required to conduct redundant agency security assessments. U.S. government agencies can now leverage vCloud Government Service to meet the stringent securi and rivaq r�equarements of FedRAMP. FireEye We have SSAE 16 SOC 2 Type 2 certification for specific cloud services, and associated datacenters. FireEye currently has a FedRAMP ATO for ETP and are in process for full FedRAMP„ and ISO 27001 certification. VirtueStream Security is the foundation of our business. Virtusit' ream's xStreamT"" cloud software assists our customers to meet mandatory Legislative requirements, and achieve and maintain FedRAMP, FISMA Moderate, PCI-DSS, SSAE16/SOC2/SOC3, ISO 27001/9001/22301, HIPAA, NIST 800-53, CSA STAR and other leading cloud certifications and compliance frameworks in the customer's own environment (when coupled with identified operational and mana-qement controls). 71 Agreement No. 7434 SOLICITATION # CH16012 8.6.6 Offeror must describe its logging process including the types of services and devices logged; the event types logged; and the information fields. You should include detailed response on how you plan to maintain security certifications. .... CA APM CA has various log monitoringgt tools that help us keep track of live production systems in order to understand load vs. resource utilization vs. performance. CA along with AWS monitors the service and provides real time alerting when systems suddenly die, or when system loads or response times approach critical thresholds. Logs are kept for forensic examination and identification of trends in order to proactively ensure stability. MAA CA MAA servers logand data retention is all activity, anywhere from 14 to 180 days de ending on the component and volume of logs generated CA Agile All systems are required to send logs to a centralized log server. At a minimum log ............. data must contain timestam s, usernames, IP Addresses, and query parameters. ASM ASM servers log all activity, and data retention is anywhere from 30 days to 1 year __p 4 n and volume of logs generated. Google This is largely the din on the responsibility of thatio de en �_.� of the customer. Google's obligations, as described in 8.6.4, are to ensure there is no unauthorized access of Customer data. Customers are responsibility for ensuring their end users use the service according to the Customer's acceptable use policies. During the onboard process, Customers will be assisted in the configuration controls that are included to enforce acceptable use and security policies and trained in how to maintain oversight on the on omg use of the services m..s.cope. � _„ AODocs AODocs does not mana a the authentification. The auth ntlficati'on is mane e , tay Google. .. . Virtru See'Virtru Security Policies and Procedures' Salesforce Salesforce Infrastructure Logs Salesforce internal infrastructure logs are collected by various monitoring tools for activities on the systems that host Salesforce, and include: Server access Network access Firewall management events Network intrusion detection systems traffic Cache Database File integrity ty Network device configuration Anti -virus detection Log events are correlated to generate alerts. Alerts are configured to notify the Technical Operations and Computer Security Incident Response Team (CSIRT) teams. Security alerts require acknowledgement and follow up, if appropriate by the CSIRT. Firewalls and IDS systems are configured with automated syslog notifications for key events. Logs are archived and are currently stored for a minimum of (1) one year. NOTE: These logs are not available to customers. Customer Auditing Capabilities Within Salesforce, the creator and last updater, as well as timestamps, are recorded for every record. Additionally, the Salesforce Platform and Salesforce Applications have a multitude of histor r tracking and auditing features that provide valuable information about the use of an c 72 carahsoft Agreement No. 7434 SOLICITATION # CH16012 .......................................... organization's applications and data, which in turn can be a critical tool in diagnosing potential or real security issues. Auditing features include: Record Modification Fields - All objects include fields to store the name of the user who created the record and who last modified the record. This provides some basic auditing information. Login History - You can review a list of successful and failed login attempts to your organization for the past six months within Salesforce. Field History Tracking - You can also enable auditing for individual fields, which will automatically track any changes in the values of selected fields. Although auditing is available for all custom objects, only some standard objects allow field -level auditing. Setup Audit Trail - Administrators can also view a Setup Audit Trail for the past six months within Salesforce, which logs when modifications are made to your organization's configuration. This trail can be downloaded into Excel or as a csv file. While the Login History and Setup Audit Trail are available for six months within Salesforce, audit trails can be downloaded and stored locally to meet longer audit log retention requirements. Detailed application logs can be used for forensics investigations by customers. These logs are stored for 12 months and are available for a fee. Event Monitoring (Additional License Option) In addition to Salesforce's core auditing capabilities, Salesforce also offers Event Monitoring as an additional license option. Your Agency can use event monitoring to discover how often and at what times your users are logging in to and out of your organization. This includes insight into what Salesforce applications are being adopted by users, who is logging in and from where, what pages users are viewing, what reports users are running and exporting and other aspects of application usage. This capability helps you discriminate between valid and invalid login requests and also track user login patterns for future reference. Not only can your Agency now better understand how your apps are being utilized, you can also monitor if users download large amounts of data that might put your agency at risk. In addition, your Agency can also determine if an employee is unnecessarily downloading sensitive customer/citizen information, pinpointing the exact time and location of that event. Event Monitoring is delivered as an API -first feature and there are Salesforce partners with visualization tools available. Use the SOAP API and REST API resources to retrieve event log files that contain information useful for assessing organizational usage trends and user behavior. Because event log files are accessed through the Force.com SOAP API and REST API, you can integrate log data with your own back -end storage and data marts so that you can correlate data from multiple organizations and across disparate systems easily. When using event monitoring, keep the following in mind: - In the unlikely case where no log files are generated for 24 hours, contact Salesforce. - Log data is read-only. You can't insert, update, or delete log data. - Use the EventType field to determine which files were generated for your organization - LogDate tracks usage activity for a 24-hour period, from 12:00 a.m. to 11:59 p.m. UTC time. - An event generates log data in real time. However, log files are generated the day after an event takes place, during nonpeak hours. Therefore, log file data is unavailable for at least one day after an event. - CreatedDate tracks when the Goo file was generated. carahsoft 73 _ carahsoft Agreement No. 7434 SOLICITATION # CH16012 - Log files, represented by the EventType field, are only generated if there is at least one event of that type for the day. If no events took place, the file won't be generated for that day - Log files are available based on CreatedDate for the last 30 days when organizations purchase User Event Monitoring or one day for Developer Edition organizations. Businesses desire certainty that their data is accurate, complete and reliable, enabling them to meet stringent industry regulations. With Field Audit Trail, customers can track changes at the field level for up to ten years and set different policies for each Salesforce object to ensure data is purged when no longer needed. Life sciences companies running clinical trials in Salesforce, for example, can now maintain a complete audit trail of patient data so they can safeguard the integrity of clinical trial results and comply with FDA regulations. - All event monitoring logs are exposed to the API through the EventLogFile object, however there is no access through the user interface. Event monitoring can be used with 28 different file types: Apex Callout, Apex Execution, Apex SOAP, Apex Trigger, API, Async Report, Bulk API, Change Set Operation, Content Distribution, Content Document Link, Content Transfer, Dashboard, Document Attachment Downloads, Login, Login As, Logout, MDAPI Operation, Multiblock Report, Package Install, Report, Report Export, REST API, Salesforcel, Adoption (UI Tracking), Sandbox, Sites, Time -Based Workflow, URI, Visualforce. Event Monitoring Transaction Security Transaction Security policies give your Agency a way to look through events in your organization and specify actions to take when certain combinations occur. A transaction security policy consists of events, notifications, and actions. Transaction Security monitors events according to the policies that your Agency sets up. When a policy is triggered, you can receive a notification and have an optional action taken. For example, suppose that you activate a policy to limit the number of concurrent sessions per user to three. A user with three login sessions tries to create a fourth session. Your Agency can require a user to end one of their existing sessions before proceeding with the new session. At the same time, you are notified that the olicy was triggered. ServiceNow The ServiceNow application writes detailed log information that is stored in tables within a customer's instance. As this is customer data in a customer's instance, ServiceNow does not attempt to monitor or view this data unless specifically requested by a customer. As a result the customer is responsible for monitoring the contents of these logs files. The log data is protected in the same manner as all other customer data. Event logs can also be configured to feed into a customer's environment via ServiceNow's Syslog probe allowing the logs to be stored within the customer's environment in a syslog repository or SIEM and retained according to the customer's requirements. ServiceNow's application logging includes verbose transaction logs, these logs are retained within the instance for 30 days. Event logs are stored for seven days and audit histories are retained indefinitely in the instance. Transaction logs represent every click, view, and system event that occurs in an instance and as a result, will grow very large, quickly. They provide a level of detail that is frequently used for troubleshooting issues with an instance. They can also provide detailed intelligence on the behaviors within an instance. These logs can be downloaded to customers' environments, if they need to be retained for longer than 30 days. The event logs on the other hand are less granular; they will include the creation of an incident, or deletion. of problem,or anV one of the 250 standard events. They may also contain customer carahsm _ 74 Agreement No. 7434 SOLICITATION # CH16012 created events. There are a number of security events as well, including successful login, failed login, security privilege escalation, and viewing of a table. These events can either be monitored manually, generate an Incident based on a parameter or when metric is reached; such as failed logins per minute. The final aspect of logging is the audit history. Audit history may be turned on for any particular table or field. The audit log table then maintains a record of who made changes when to a table or field and what they changed. _._._ _ _..................�. ...._ —.... QTS All account activities are logged including account creation, modification, disabling and termination. Logs are monitored and notifications are sent for abnormal activity. Splunk Enterprise is used as the centralized audit log monitoring tool to centrally collect, analyze and reduce the amount of audit logs. As referenced in IT_PRO_07_Audit_and_Accountability—Procedure (v1.0—1/20/14), on -site network and security operations monitoring coverage and audit management process; to include analysis, reporting, and alerting into a central repository provided by a highly available Splunk logging service. Splunk logging service supports QTS cloud information systems for organizational —wide situation awareness. Splunk provides built-in capabilities to filter, normalize, and correlate the large amounts of data produced by QTS cloud, and then allows QTS's support staff to use Splunk's built-in capabilities to data mine, log mine, and run pre -developed and ad -hoc reports against the result sets obtained during the data and log mining sessions. Logs are centrally correlated and reviewed from devices across QTS cloud Hosting Environment by QTS's Systems Engineer or designee. Specific report categories include: -Authentication and Authorization Reports • Systems and Data Change Reports -Network Activity Reports -Resource Access Reports •Malware Activity Reports -Failure and Critical Error Reports • Vulnerability Correlations Reports -Anti-Port Correlations Reports -Watch List Correlations R�_Orts VMware VMware IaaS Services In accordance with our ISO and SOC commitments, change -related activity, including administrative actions, performed on the management infrastructure layers supporting vCloud Air are monitored and logged to a centralized logging server for a minimum of 1 year. Infrastructure logging is in place for customer interactions with the vCloud Air management and administrative consoles. These logs are only for the management and administrative interfaces. These are not in place for monitoring of individual customer VMs installed within the customer tenant org. Limited logging and activity reporting are available from customer tenant environments, with more detailed reporting, auditing and logging capabilities introduced Q4-2014. VMware AirWatch To enable user accountability, we have full auditing capabilities on all environments in the AirWatch Cloud. Customers can use the built-in event log, customizable dashboards, integrated reporting engine and AirWatch Hub to audit the web console and end -user actions. For the SaaS environment logs, our Information Security Team helps ensure that systems generate audit records containing information that establishes what type of event occurred, when the event occurred, where the event occurred, the source of the event, the outcome of the event, and the identiid y individuals or sur ecis associated with the event. FireEye FireEye auditing and log review procedures are based on industry best practices and in accordance with rgul for , statutory„ contractual and business requirements. Detailed audit carahsoft 75 carahsoft Agreement No. 7434 SOLICITATION # CH16012 records (User ID, date, time, type of event, successful/unsuccessful attempts or access secured protect _ .„files and p _t the contents of audit trails against unauthorized access, modification or deletion. _n�_n VirtueStream Virtustream offers logging as a managed service to customers as optional solution. The types of services and devices are specified by the customer and a monthly report is delivered to the customer. 8.6.7 Offeror must describe whether it can restrict visibility of cloud hosted data and documents to specific users or groups. _._._ .......... ......... ........ CA APM Users of the Portal are divided into two types: Internal users (for publishers of the API) and External users (for developers). There are a number of pre -defined roles for both Internal and External users that inherit functionality in a hierarchical manner. Portal has RBAC built in that allows you to grant access to different functionality for different users. For example, you can assign a user to role that only allows them access to update content, or access ap_ps but not create them MAA CA utilizes IaaS vendor to host the service with strict access controls in place. CA SaaS InfoSec team manages users and their associations with groups within LDAP Directory and conducts periodic access reviews to conform to governance re uirements. CA Agile Our databases are shared but logically segregated. We ensure logical security of access to customer data by implementing access restrictions between subscriptions and roles within those subscriptions to assure adequate segregation of data. There is a plugin available in the unlimited edition that allows the administrator to limit access to the application based on IPaddress. _ ASM Only Public Status Page (PSP) data is stored in the cloud, and PSP web pages are accessible by anyone. PSP data is only sent to the cloud if the customer enables this feature, and they can decide which data is made public. Google If Google becomes aware of a Data Incident, Google will promptly notify Customer of the Data Incident, and take reasonable steps to minimize harm and secure Customer Data. Notification(s) of any Data Incident(s) will be delivered to the Notification Email Address provided by Customer in connection with the Agreement or, at Google's discretion, by direct communication (e.g., by phone call or an in -person meeting). Customer acknowledges that it is solely responsible for ensuring the contact information given for purposes of the Notification Email Address is current and valid, and for fulfilling any third party notification obligations. Customer agrees that "Data Incidents" do not include: (i) unsuccessful access attempts or similar events that do not compromise the security or privacy of Customer Data, including pings, port scans, denial of service attacks and other network attacks on firewalls or networked systems; or (ii) accidental loss or disclosure of Customer Data caused by Customer's use of the Services or Customer's loss of account authentication credentials. Google's obligation to report or respond to a Data Incident under this Section will not be construed as an acknowledgement by Google of any fault or liability with respect to the Data Incident. AODocs The AODocs-specific data stored in the Google App Engine Datastore relies on a built-in multi - tenancy feature named "namespace", which define virtual "silos" within the AODocs database. Each customer is assigned a specific namespace (which is in fact the customer's primary Google Apps domain name), and all the customer's data is stored within this namespace. Virtru Key material is encrypted prior to storage, and those keys are backed by HSM. Decryption occurs only for authenticated users Salesforce The multitenant architecture and secure logical controls address separation of customer data There are no dedicated servers used for individual customers. The Salesforce Services infrastructure is divided into a modular architecture based on "Instance". Each Instance is capable carahsoft 76 c r Agreement No. 7434 SOLICITATION # CH16012 of supporting several thousand customers in a s ecure and efficient manner. Services are grouped within each Instance; with app, search, and database elements contained. There are appropriate controls in place to ensure that any given customer's org (application) is not compromised. The service has been designed to accomplish this and is robustly tested on an ongoing basis by both Salesforce and its customers. Serviceww ServiceNow includes built in Role Based Access Control (RBAC) that is based on users, groups and roles. The entitlements granted to users are built from fine grained Access Control Lists (ACLs). ACLs can be built from individual entitlements that include read, write, create, execute and delete as well as a number of other individual attributes. The attributes that are available also vary, depending on the type of object being secured. Customers have full control of the entitlements granted to each of their users and integration with customer side directory service is possible through the use of users, groups and group memberships. SAP Ariba Within our solution, specific logging takes place that is viewable by the customer administrator or their designee. Audit logs produced through use of the solution are considered customer data and are maintained within the customer's instance of the database. These logs are retained so long as the customer has an active contract with us. As a user control consideration, customers are responsible for monitoring the proper entry of data to the solution and reviewing reports generated by the ..................... system. Fieldglass The Fieldglass Audit Trail tracks a date/time stamp for each user as they lo11 g in and out of the application. Likewise, Fieldglass tracks a date/time stamp and owner of every transaction that is created, submitted and approved through the application. Similarly, actions that occur within the reporting tool are also tracked, including when reports are created and run and by whom. The audit trail log is visible by the State of Utah program office. Audit trail re orts can be created with FiOdglass' ad hoc reportong Hanna SAP has Security Information and Event Management systems (SIEM) for analysis, reporting and alerting. All critical systems and infrastructure components within the SAP Cloud need to log relevant data, which is stored for a minimum of six (6) months. This is ensured via the security configuration compliance checks and event monitoring. General security monitoring is performed 247 for all activities. Resulting warnings and alerts are processed via ticketing system and critical events are handled according to the Incident Mana ement Process. Hybris Log management procedures are in -place for log review for firewall, applications, network devices, including file -integrity management. hybris utilizes technologies from leading security firms for Log Management and File Inte ri Management. SuccessFactors The application logs the following for every transaction: Event/transaction Time, Transaction ID, Event/transaction Type, Event/transaction Status (Result of the event; if failure, includes reason), Object Attributes (Describes the object affected by the event), Originator User ID (ID of the user who initiated the event or action), Subject ID, Process User ID, Account Number, Transaction Specific Elements. The application audits changes to the major components. Examples of this are goal auditing and document auditing.... The audit trail includes who made the _ rm carahsoFl 77 Agreement No. 7434 SOLICITATION # CH16012 change, the date of the change and the ability to see the data as it existed at that point in time. The data in the audit log can be viewed with appropriate permissions. We also provide an optional Audit Framework for additional audit logging capabilities. All audit logs within the application are accessible only by customers. Therefore, the review of application audit logs as well as retention periods for the application audit logs are the customer's responsibility, and can be determined as per requirements. To detect unauthorized information processing activities, systems are monitored and all information security events are recorded. Operator logs and fault logging are used to information system problems are identified. We comply with all relevant legal requirements applicable to its monitoring and logging activities. All system logs are created with "write -once" technology so that they cannot be altered or overwritten. All system logs are maintained for a minimum of 90 days on-line and a minimum of 13 months near -line. Inter host communications are secured by multiple layers of defense including segmented separate VLANS, restricted protocol sharing, multiple levels of stateful firewalls, HOST and NETWORK IDS/IPS and constant vigilant monitoring and testing. In addition, our Operations Team maintains detailed system logs. Our internal system logs successful and unsuccessful requests for access, and our team monitors all system logs for any errors or unusual activity. Activities are logged and reviewed by various mechanisms such as: RSA, SysLog, NIDS, HIDS, OSSIM and database logging. The system logs are not made available to customers but are used to monitor the health of the application and facilitate a high level of performance. Alerts are responded to immediately and logs are analyzed daily for any issues or anomalies. The system level logs are written to servers in the data center then copied to our operations team on an as needed basis. Various logging mechanisms are used to monitor database administration activities. Logging mechanisms include: syslog, alert log and database auditing for the privileged role SYSDBA. All activities are logged under the SYSDBA role which including: start-up and shutdown of the data base, configuration changes to init.ora and also any queries/data extraction. We would be able to identify dba activities by manual review of the logs and database auditing to detect if client data querying has occurred. All audit logs are created with "write -once" technology so that they cannot be altered or overwritten. Controls aim to protect against unauthorized changes and operational problems with the logging facility including: Alterations to the message types that are recorded. Log files being edited or deleted. Storage capacity of the log file media being exceeded, resulting in either the failure to record events or over -writing of past recorded events. VMware The vCloud Air Terms of Service and Data Privacy Addendum's establish the line of demarcation between the responsibility of VMware and the customer as it pertains to data protection. In addition, security whitepapers are made available to customers to further illustrate these points or to establish transparency regarding the separation of responsibility between VMware and the customer for compliance programs such as HIPAA or PCI. Subscribers are able to use a VPN connection at multiple layers to maintain data security. For traffic in motion, VPNs can be created for a particular application and also for an entire virtual data carahsoft 78 carahsoft Agreement No. 7434 SOLICITATION # CH16012 center. A site -to -site IPsec-VPN can also be established to securely tunnel the entire virtual data center back to the private data center. For data at rest"", subscribers are provided a role -based access control, whereby specified users are not exposed to the entire infrastructure and can be limited to a single or multiple virtual data centers. Further details of the controls in place to limit exposure of these groups to customer data is documented within the ATA 101 and SOC reports, available under NDA. vCloud Air has logically separated networks that restrict Tenant access to only their own private networks. The vCloud Hybrid Service has two offerings: The Dedicated Cloud option provides physically isolated and reserved compute resources from all other vCloud Hybrid Service tenants, as well as a private cloud instance. The Virtual Private Cloud option has a multitenant compute resource mode. Both services have logically isolated networking and storage that ensures secure resource separation. Customers have complete control over the file systems and databases they deploy within the service. Access is technologically enforced and employees are only authorized the level of access to information assets that is required to meet an approved business need or perform prescribed job responsibilities. • Administrative access is limited to only those users that explicitly require privileged access. Customers do not have direct access to the SaaS environment; rather, customers administer the solution via the Web console. FireEye Each of the FireEye offerings include strong access controls including role -based access. Only E� perl authorized individuals on a need to know basis are ranted access to data. VirtueStream Virtustream does not have access to customer hosted data. Customers control access to their application or system which sits upon the IaaS. Customer would need to create the user in their own Active Directory to allow access by named users of Virtustream for soecifc system, timing,notification 8 incident levels. should take into consideration that Purchasing � �� p event of a security incident, including relating to g Entities may have different notification requirements based on applicable laws and the categorization type of the data being processed or stored. CA APM CA Technologies documents a plan and associated procedures in c ase of an information security incident. The incident response plan clearly articulates the responsibilities of personnel and identifies relevant parties for notification. All security incidents will be investigated and triaged to understand where the vulnerability exists. Software vulnerabilities will be investigated by CA engineering teams; other vulnerabilities will be addressed by the SaaS Ops team in conjunction with AWS. Affected customers will be notified and given a remediation plan MAA Clients are notified via email of any security incident that resulted in a data breach for that client promptly and no later than 5 days. A root cause analysis is then sent within 30 days. Meeting can be setup pu on request. CA Agile We have a defined Incident Handling Guide which outlines the process and responsibilities during breach investigation. Clients are notified via email of any security incident that resulted in a data breach for that client promoptly and no later than 5 days. A root cause analysis is then sent within 30 days. Meeting can be seutp upon request. ASM Clients are notified via email of any security incident that resulted in a data breach for J_. . . . . ........... ..... that client promptly and no later than 5 days. A root cause analysis is then sent within 30 days, Meeting can be setup upon request.www Google Google's focus on security and protection of data is among our primary design criteria. Google data center physical securi featiures a la ered securi model, including safe wards like custom c _ro c t Agreement No. 7434 SOLICITATION # CH16012 designed electronic access cards, alarms, vehicle access barriers, perimeter fencing, metal detectors, and biometrics, and the data center floor features laser beam intrusion detection. Our data centers are monitored 24/7 by high -resolution interior and exterior cameras that can detect and track intruders. Access logs, activity records, and camera footage are available in case an incident occurs. Data centers are also routinely patrolled by experienced security guards who have undergone rigorous background checks and training. As you get closer to the data center floor, security measures also increase. Access to the data center floor is only possible via a security corridor which implements multifactor access control using security badges and biometrics. Only approved employees with specific roles may enter. Less than one percent of Googlers will ever step foot in one of our data centers. Google operates a global, multi -tenant environment running the world's second largest IP data network providing customers with a low latency, high performing platform that runs 247. Hard Disks are assets that are tracked throughout its lifecycle at Google from arrival to final destruction. These disks are component parts that Google uses to build its own servers from other component parts including motherboards and a harden, highly customized version of Linux. Google uses a proprietary storage and processing mechanism that isolates processing of data in chrooted jails within a physical server. Access permissions restrict the ability for processes to interact between jails. In addition, tenant data is striped in chunks across many different drives with each chunk having its own access control list. This helps ensure that data is logically isolated between customers in storage and during processing. In addition to the inherent processing and storage mechanisms described above, Google's security controls including least privilege rights, logging and auditing have been implemented consistent with FedRAMP re uirements AODocs Altirnao can use multiple notification channels to communicate incident up dates pdates to its customers the AODocs status page (https://status.aodocs.com) provide status updates on all the AODocs services the AODocs customer mailing list, which can be used to send emails to the technical contacts of all AODocs customers the AODocs support platform, i.e. ZenDesk, which can be used to communicate with specific customers who have opened tickets. Salesforce Incident Response If negotiated into a final contract, Salesforce can promptly notify the Customer in the event Salesforce becomes aware of an actual or reasonably suspected unauthorized disclosure of Customer Data. Notification may include phone contact by Salesforce support, email to customer's administrator and Security Contact (if submitted by customer), and public posting on trust. salesforce.com. Salesforce maintains an Incident Response Plan and has an established Security Incident Response Process. During a security incident, the process guides Salesforce personnel in management, communication, and resolution activities. Government customers can report security incidents related to their Salesforce products and offerings via security_gov@salesforce.com. Salesforce will respond in accordance with the incident response process described above. Our incident response plan/process was created in accordance with FedRAMP moderate control requirements which include incident response requirements derived from NIST SP 800-53, NIST SP 800-61 , and the FedRAMP Incident Communications Procedure. ServiceNow Unless notification is delayed by the actions or demands of a law enforcement agency, ServiceNow shall report to Customer the unauthorized acquisition, access, use, disclosure or destruction of Customer Data (a "Breach") promptly following determination by ServiceNow that a Breach occurred. The initial report shall be made to Customer security contacts designated in carahsoft $o _ f Agreement No. 7434 SOLICITATION # CH16012 ServiceNow's customer support portal. ServiceNow shall take reasonable measures to promptly mitigate the cause of the Breach and shall take reasonable corrective measures to prevent future Breaches. As information is collected or otherwise becomes available to ServiceNow and unless prohibited by law, ServiceNow shall provide information regarding the nature and consequences of the Breach that are reasonably requested to allow Customer to notify affected individuals, government agencies and/or credit bureaus. Customer is solely responsible for determining whether to notify impacted Data Subjects and for providing such notice, and for determining if regulatory bodies or enforcement commissions applicable to Customer or Customer Data need to be notified of a Breach. See the "Data Security Guide" contained within the "Subscription Service Guide" included with this information. _ QTS Security Incident lhandlin capability and is outlined Incident g p ty p ed in the following Incident Response related procedures and plans: -FED _PLN_01_Incident_Response_Plan (v1.2 — 4/09/14) -IT _PRO_29_QTS-FC_Incident_Response_Procedure (v1.0—1/17/14) .IT _ PRO _18_ISSO_IRT_Incident_Response_Guidelines_Procedure (v1.2—12/11/13) •OPS_PRO_77_OSC_New_Incident_Creation_Procedure (0.0-1/23/14) •OPS_PRO_62_Best _ Practices _for Incident —Handling —Procedure (v1.0—12/10/13) •OPS_PRO_72_BPG_OSC_Working_and_Resolving_Incidents_Procedure (v1.0—1/22/14) •OPS_PRO_84_BPG_OSC_Major Incident_ Management_ Procedure (v1.0—1/27/14) As outlined in QTS's IT_PRO_29_QTS-PROResponse_Procedure (0.0-1/17/14) and FED_PLN_01_Incident_Response_Plan (0.2 — 4/09114): -Preparation activities, to include: -Ensuring the security of systems, networks, and applications through periodic risk assessments of systems and applications to prevent incidents. -Increasing user awareness of policies and procedures regarding appropriate use of networks, systems, and applications. -Sharing applicable lessons learned from previous incidents (particularly those involving malicious code and violations of acceptable use policies) with users so they can see how their actions could affect the organization. -Training Federal Cloud System Administrators to maintain their networks, systems, and applications in accordance with the organization's security standards. -Detecting activities, to include: -As referenced in QTS's IT_PRO_29_QTS-FC_Incident Response_ Procedure (0.0-1/17/14), review and analysis of continuous monitoring tools and related log file(s). -3rd Party monitoring services (Alert Logic): help detect and alert on changes in certain resources (e.g., Web pages) or publicly accessible services, such as Web, Domain Name System (DNS) and FTP servers. -File Integrity Checking Software: help detect any changes to important files caused by incident -IDS are set up for scanning and detection. Detection is achieved either by log analysis, packet capture review or image acquisition and analysis. -Analysis Activities, to include: -QTS IR Team is activated and incident identification is performed -Continued and targeted review and analysis of continuous monitoring tools, related log file, and corresponding applications would be performed. -If an Incident Response Team is required then at least one member of IT Security along with one or more members of QTS's IT Operations organization responsible for the affected system, as well as any necessa re resentatives from Network SAP Ariba We can provide a general overview but our full documentation is confidential. All of our security processes and procedures are audited by a third party every six months for ISAE 3402 assurance. We also hold PCI DSS certification. The carahsoft 81 carahsoft __ Agreement No. 7434 SOLICITATION # CH16012 intent of the following is to describe in a broad manner the actions we take in regard to security incidents, their management, tracking and communications in regard to internal policies and procedures. We have an established security incident plan based on internally -developed policies and procedures where documented results of all security incidents occurring during the six month audit period are reviewed and evaluated against the Trust Services Principles of ISAE 3402 and the PCI DSS standards as appropriate. Upon notification of a security incident, a documentation trail is begun by the InfoSec department and an internal ticket is created as the record of reference. The lead security manger calls a meeting including all personnel required to contain and reduce risk and impact appropriate to the nature of the incident. Tasks are assigned with milestones to be met to validate and determine extent of the incident. Communication is made to the Privacy & Security Board to alert principal membership and foster internal cooperation and awareness. An appropriate communication channel to affected customer(s) is determined based on how we were notified of the incident, i.e. from a customer, from an internal report or from a third party report. Communication is made to affected customer(s) to include the nature of the incident, actions taken to contain the incident and potential effects of actions if any, in regard to sustained business process and availability of the system. Any workarounds or hot fixes necessaryin the solutions are communicated and scheduled reporting to the customer(s) is established with an identified single point of contact within our company. Based on the nature of the incident, if required, legal counsel present at initial risk & impact meeting, will assist in communicating with law enforcement contacts. The customer is kept informed of the milestones met and at scheduled intervals until the incident is fully contained and no further risk and impact perceived. All incidents are required to be internally managed by InfoSec to include tracking and review on a weekly basis and evaluation of the actions taken in regard to our security concept. All incident reports are presented to and reviewed by the Privacy & Security Board and are formally closed with discussion and evaluation to determine what actions can be taken to prevent similar incidents. Depending on the nature of the incident and impact to customer(s), security incidents are not formally closed by the board until all affected customers are made aware of the incident and appropriate measures to remediate the initial threat are formally communicated. Fieldglass Fieldglass' security team is responsible for managing security incidents and all communication is conducted via the respective account managers to ensure timeliness. The process is defined within the Incident Response Management Standard. Customers are notified of an incident within 48 hours. Hanna SAP will notify _W via defined communication channels within 36 hours of a confirmed data security breaches to the affected customers. The report will detail the following information: • Details relating to the security incident that has occurred, known at the time of notification. • IT infrastructure and/or application affected by the security incident. • Overview of the performed mitigation actions to restore the security, documented within the incident report form. • All further applicable requirements by country regulations "on obligation to noti "will be met. canahsoft 82 Agreement No. 7434 SOLICITATION # CH16012 .,_ _ Hybris Upon a breach that directly affects a customer's environment, hybris would notify the customer as quickly as reasonably possible. Furthermore, hybris follows its information security incident management policy as well as Visa's standard process for responding to a breach. The policy includes procedures such as disclosure of sensitive information, disclosure of system vulnerability, public release of vulnerability information, system vulnerability exploitation as well as incident reporting, contacting of law enforcement and forensic invest�qp ion. SuccessFactors We have a comprehensive and approved Incident Management Policy and process. Upon the occurrence of a security incident, initial communication is distributed to the appropriate individuals and an escalation process is followed. Upon becoming aware of the incident, measures are promptly taken by the team to resolve the situation. All affected customers should be informed within at most 36 hours of confirming a potential breach in the privacy of their data. Following incident resolution, follow-up is required to ensure that the incident has been resolved effectively and that the threat is no longer present. We are aligned with ISO 27k standards for event and incident management and have formal incident management policies and processes in place. These policies and procedures are tested in the ISO 27k and SOC 2 audits. VM w, a Are VMware laaS Services If VMware determines that there has been unauthorized access to, or use or disclosure of, Your Content, or other incident VMware will use commercially reasonable efforts to notify You, taking into account any applicable law, regulation, or governmental request. VMware will provide security incident response (e.g., detection, severity/threat classification, forensics, and resolution) pertaining to management infrastructure over which VMware has direct, administrative, and/or physical access and control, such as the vCloud Hybrid Service servers, storage, applications, and network devices. Documented escalation procedures and a ticketing system are in place to guide employees in identifying, reporting, and responding to system availability issues and related security incidents. This includes an incident response policy to determine severity of an incident and a breach notification process. All alerting and monitoring at the guest OSIVM level is the responsibility of the customer. In the event of a data breach customers will be notified by VMware vCloud Air Global Support Services via their preferred contact means. VMware will provide security incident response (e.g., detection, severity/threat classification, forensics, and resolution) pertaining to management infrastructure over which VMware has direct, administrative, and/or physical access and control, such as the vCloud Air service servers, storage, applications, and network devices. Notification timeframes are agreed upon between VMware and the customer in standard agreements and contracts. Incidents are handled on a case -by -case basis, but typically occur between 24-48 hours after a breach has been confirmed. VMware will provide security incident response (e.g., detection, severity/threat classification, forensics, and resolution) pertaining to management infrastructure over which VMware has direct, administrative, and/or physical access and control, such as the vCloud Air service servers, „ stora e, a lications, and network devices. _M __..._ _ _ ..... FireEye FireEye has a developed documented process for reporting client notification for regulatory, legal and contractual issues once a breach has been confirmed. VirtueStream Virtustream shall contact customers in accordance with Service Level Agreements (SLA) and contractual obligations. There are two primary Incident types; Security Incidents, where there is a possible breach in systems or data integrity, and Services, where there is in impacted or affected service. Although there is some overlap, generally any security -related incident should be classified as a Security carahsoft 83 carahsoft Agreement No. 7434 SOLICITATION # CH16012 Incident and the response must be managed using the'Virtustream Information Security Procedure — Security Incident Response Plan'. The purpose of this security incident response plan is to provide general guidance to Virtustream staff- both technical and managerial — to enable quick and efficient recovery from security incidents; respond in a systematic manner to incidents and carry out all necessary steps to correctly handle an incident; prevent or minimize disruption of critical computing services; and minimize loss or theft of sensitive or mission critical information including sensitive credit card data. The plan is also a guide to sharing information with other stakeholder organizations who might be impacted by such security incidents such as the credit card associations and law enforcement. The Security Incident Response Plan (SIRP) provides guidance to prepare for, respond to, and recover from potential incidents. Policy statements surrounding the IR-Plan are provided to ensure continued upkeep and standardized use. The SIRP guidance at the procedural level defines the roles, responsibilities, communication methods and flows, contact information, types of potential incidents, and immediate actions that are to be taken upon an incident's identification, and elaborates with subsequent recovery steps. Virtustream's Incident Response Policy requires the implementation and testing of a generalized plan that adheres to the International Standards Organization 27002 guidance for incident management and response, but meets specific requirements for compliance such as PCI-DSS. The Plan covers the corporate environment associated with Virtustream's IT assets, the local IT resources and the IT resources at Virtustream's Data Center. It consists of a series of guidelines (Incident Response Guidelines or "IRG") that should generally be followed as appropriate for the circumstances as when a security incident occurs or as part of the ongoing maintenance of this plan. As the incident progresses and has more impact (i.e. severity level increases), the escalation process will be used to engage appropriate resources. Incidents should be handled at the lowest escalation level that is capable of responding to the incident with as few resources as possible in order to reduce the total impact, and to keep tight control. The Table below defines the escalation levels with the associated team involvement. 8.6.9 Offeror must describe and identify whether or not it has any security controls, both physical and virtual Zones of Control Architectures (ZOCA), used to isolate hosted servers. ..... ............ m....__. _..._._._. _._.._a...._ _.__.. CA APM AWS EC2 datacenters annually undergo SOC 3 audits. mm �ITIT MAA Physical access mechanisms (e.g., access cards, biometric devices, mantraps and portals) have been implemented and are administered by local operations staff to help ensure that only authorized individuals have the ability to access the data centers. Portals and mantraps have been installed as anti -tailgating measures in most of data center lobbies. Entry to and exit from the data centers is through either a portal or mantrap where present. In data centers without portals or mantraps, the security officer monitors the entrance to prevent tailgating. Where present, the portal/mantrap bypass doors are only used in the event an individual is unable to use the portal or mantrap in case of emergency. Examples include handicap, phobia, or other restrictions on a case -by -case basis. Tours and emergency data center security operations crews will be permittedo use the portal bypass door, when raecessa CA Agile Physical access mechanisms (e.g., access cards, biometric devices, mantraps and portals) have been implemented and are administered by local operations staff to help ensure that only authorized individuals have the ability to access the data centers. Portals and mantrap 9 9s have been installed as anti -tailgating measures in most of data center lobbies. Entry to and exit from the data centers is through either a portal or p centers without portals or mantra s, the security mantra where. resent. In data cente ........ carahsm 84 _ carahsoft Agreement No. 7434 SOLICITATION # CH16012 - ..... officertailgating. monitors the entrance to prevent tailgaWhere e. t....._.. WWhhere present, the portal/mantrap bypass doors are only used in the event an individual is unable to use the portal or mantrap in case of emergency. Examples include handicap, phobia, or other restrictions on a case -by -case basis. Tours and emergency data center security operations crews will be permitted to use the portal bypass door, when necessary. ASM Physical access mechanisms (e.g., access cards, biometric devices, mantraps and portals) have been implemented and are administered by local operations staff to help ensure that only authorized individuals have the ability to access the data centers. Portals and mantraps have been installed as anti -tailgating measures in most of data center lobbies. Entry to and exit from the data centers is through either a portal or mantrap where present. In data centers without portals or mantraps, the security officer monitors the entrance to prevent tailgating: Where present, the portal/mantrap bypass doors are only used in the event an individual is unable to use the portal or mantrap in case of emergency. Examples include handicap, phobia, or other restrictions on a case -by -case basis. Tours and emergency data center security operations crews will be permitted to use the portalbypass door„ when necessary, AODocs N/A because all our data is hosted on the Go Ie Cloud Platform infrastructure. ___.. _. _ .. �.._. . _............. Virtru We require 2 Factor and Private Keys to authenticate and Virtrual Private Clouds for purposes of Inter -machine communication _ Salesforce A customer's instance (org) of Salesforce is an aggregate of the raw data. The data model del is very complicated, normalized, and the rows are identified by base62 encoded keys (primary and foreign). Re-establishing data ownership and a business context for the data would be very difficult to do at the database level. In order to reassemble any given customer's application (org), someone would need access to our source code in order to reassemble the raw data in a manner that could be interpreted and understood, and would need the entire set of tapes or disks/arrays supporting a given Instance, as the data for any one customer is spread across several tapes/disks. Data center engineers with physical access to the servers do not have logical access to the production environment and administrators with logical access to the systems do not have h sical access to the data centers. ServiceNow.._. —_ ..._ . ServiceNow's architecture is built on a ServiceNow fully owned operated private cloud. This ............ private cloud hosts the ServiceNow platform and applications that are offered to its customers under a subscription service model. The ServiceNow private cloud operates out of colocation data centers that provide robust physical and environmental controls, with ServiceNow staff exclusively providing the logical management. Access to the private cloud where customer data is hosted is only granted to ServiceNow staff based on their roles and job requirements. ServiceNow does not outsource any function that would give a third party access to customer data. ServiceNow's private cloud is a highly standardized environment from the identically configured cages in the data centers through to the consistent logical infrastructure. This private cloud is home to just ServiceNow, limiting the private cloud's footprint to only those technologies required to support this service. This allows for highly restricted networking rule sets regarding ingress and egress requirements and facilitates the ability for hardened systems, only allowing for the small number of necessary services, protocols and ports to be enabled. A ServiceNow instance represents an isolated logical environment consisting of application nodes in the web application tier and a dedicated database. Each customer will receive at least two instances, a production High Availability (HA) instance and a sub -production instance without HA. Each instance is accessed via a unique Domain name in the form of'customername.service- now.com' (for a production instance) and'customername-dev.service- now. com' as a sub - production example. 85 _ carahsoft Agreement No. 7434 SOLICITATION # CH16012 ........... _...... .._....... _ _._.. ..... _� There is no comingling of any customer data between instances and there is no single shared multi -tenant databases, with data from multiple customers stored therein. QTS QTS cloud employs security controls as needed to protect the confidentiality and integrity of the information being transmitted by utilizing Cisco AnyConnect VPN Client with SSL (TLS and DTLS) and IPSec (Internet Key Exchange Version 2 [IKEv2]). DTLS provides an optimized connection for latency -sensitive traffic, such as Vol traffic or TCPbased application access, TLS (HTTP over TLS/SSL) ensures availability of network connectivity through locked down environments, including those using web proxy servers. IPSec/IKEv2 provides an optimized connection for latency -sensitive traffic when security policies require use of IPSec and complies with applicable federal laws, executive orders, directives, policies, regulations, standards, and guidance. The QTS Federal Cloud Infrastructure (QTS cloud) is divided into two separate, isolated firewalled environments, each having its own security boundaries, which are physically and logically separated. These are the QTS cloud Hypervisor Management Layer and the QTS cloud Service Delivery Layer. QTS cloud's Hypervisor Management Layer management is made available through dynamic FIPS 140-2 validated L2TP/IPSEC or SSL 3. O/TLS 1. 0 encrypted VPN tunnels, which are authenticated against the RSA SecurlD multi -factor authentication security appliances. Once fully authenticated, only a limited RDP session to the physical bastion host (which is also protected by the RSA SecurlD multi -factor authentication security appliances) via jump domains is allowed, which prevents the presentation of information systems management related functionality at an interface for general users. QTS cloud's Service Delivery Layer management is also made available through FIPS 140-2 validated L2TP/IPSEC or SSL 3.0/TLS 1.0 encrypted VPN tunnels, which are authenticated against the RSA SecurlD multi -factor authentication security appliances. Connection to the QTS cloud Service Delivery Layer is only available through dedicated site -to -site 140-2 validated L2TP/IPSEC or SSL 3. O/TLS 1. 0 encrypted VPN tunnels or Trusted Internet Connection (TIC) monitored dedicated datelines to federal customer datacenters, which prevents the presentation of information systems management related functionality at an interface for general users. QTS cloud's Hypervisor Management Layer management is made available through dynamic FIPS 140-2 validated L2TP/IPSEC or SSL 3. O/TLS 1. 0 encrypted VPN tunnels, which are authenticated a ainst the RSA SecurlD multi -factor authentication security a li�ances _IT� SAP Ariba The Cisco Secure ASA5555 Firewall is a dedicated firewall appliance that delivers strong security and performance and creates almost no network performance impact. The product enforces secure access between an internal network and Internet, extranet, or intranet links. Ariba uses Cisco Secure ASA5555 Firewall hardware and Cisco Router access lists to control the traffic to and from the Internet, between Ariba Corporate and the Ariba system, and between servers in Ariba. The firewall servers are configured for Fail-Over/Hot Standby Setup. Additionally, Ariba uses internally developed Ariba SafeGuard software to protect customer data from unauthorized Ariba Corporate users, allowing only Ariba Operations personnel access for limited periods of time. Specifically, firewall servers are used in each level of data communication within Ariba: Between the Internet and web servers Between the web servers and the application servers Between the application servers and the database servers 86 Agreement No. 7434 SOLICITATION # CH16012 These ASA5555 Firewall servers allow Ariba Operations to rigorously protect Ariba from unauthorized access, providing full firewall security protection. The Equinix Data Center utilizes an array of security equipment, techniques, and procedures to control, monitor, and record access to the facility, including customer cage areas. All areas of the center are monitored and recorded using CCTV, and all access points are controlled. The Data Center is staffed with 24-hour security officers. Visitors are screened upon entry to verify identity, and escorted to appropriate locations. Access history is recorded for audit ujposes, Fieldglass Please see the Fieldglass Security and Hosting Overview provided in the Su lemental Information section of this response,_� Hanna The fundamental security architecture of the SAP Cloud infrastructure is the principal of a private cloud. Customers receive an isolated, logical grouping of several virtual machines and physical systems in dedicated customer private networks. Customer private networks are segregated from each other using virtual local area networks (VLAN) technology. Customer systems are deployed in the respective customer private network. Though customers are only able to view or access systems within their assigned customer private network. Design of customer private networks has to be defined in a workshop between SAP and the customer. Multiple customer private networks might be required to separate different tier levels or to implement customer data flow restrictions. SAP HANA Enterprise Cloud administrative tasks will be done using management networks. Administrative access to the management networks from the SAP internal networks is only possible using dedicated jump hosts with strong authentication. Security of the SAP internal network including SAP end user equipment is ensured using solutions like network admission control, Intrusion Prevention Systems, network filtering, strong authentication for remote access, internet content filterin , anti -virus scanner. SuccessFactors We serve our customers and end users from secure data centers around the world. Physical security features at these facilities include a 24x7x365 manned security station and biometric and man -trap access controls. The systems at these facilities are protected by firewalls and encryption technology. Operational redundancy features include redundant power, on - site backup generators, and environmental controls and monitoring. We employ a wide range of security features, including two factor authentication, data encryption, encoded session identifications and passwords. Our hosting providers conduct regular security audits of our infrastructure. We also employ outside vendors for 24x7x365 managed network security and monitoring. Every page we serve is delivered encrypted to the end user via a Transport Layer Security or TLS. We also use encryption technology in our storage systems. We continuously monitor the performance of our cloud offerings using a variety of automated tools. The architecture is designed with built-in redundancy for key components. We load balance at each tier in the network infrastructure. We also des�_our application server clusters so that Agreement No. 7434 SOLICITATION # CH16012 servers can fail without interrupting the user experience, and our database servers are clustered for failover. We regularly back up customer data. We have implemented a multi -tiered architecture leveraging a strategy of "defense in depth" with 6 tiers of virtual networks (VLAN) for separation at each delivery layer. Network traffic is logged and monitored with live monitoring through an Intrusion Detection System (NIDS), and controlled through a series of switches and routers whereas data must pass through each tier in order to get to the next tier. In addition to Physical (site) security, the logical network stratification includes the following: Tier 1 (External VLAN/firewall) - The first tier consists of the external network and perimeter firewalls. These provide an initial layer of defense and protect the following layers from unauthorized access. Note that port 443 (HTTPS for web traffic) is the only port open. Tier 2 (Internal VLAN/firewall) - A de -militarized zone (DMZ) exists with load balancers. The DMZ provides a second line of defense while the load balancers are the first layer of scalability for the service delivery. The DMZ functions as a ""neutral zone"" between the network and the outside public network. Tier 3 (Web VLAN) - The Web tier presents the User Interface to the application, and separates the application, reporting and utility servers from the other tiers. Tier 4 (Application VLAN) - The Application tier contains the business logic and transaction servers, and is managed through clustered, high availability (HA) servers. Pre -configured as "Pods", additional servers can be added as needed to provide scalability and performance. Tier 5 (Database VLAN) - The database tier is protected by an additional set of perimeter firewalls. The database processing is executed on database servers leveraging a multi -tenant, fully qualified database schema. Tier 6 (Storage VLAN) - Data is persisted to disks with include a Storage Area Network (SAN). Prior to store, data is encrypted by way of data appliance with AES-256 bit encrry tip on, _ wwwwwwww_ VMware VMware IaaS Services At the tenant level firewall services are provided via the vCloud Networking & Security Edge Gateways for customers to configure and maintain. Firewall policies can be used to restrict and manage public/Internet-based traffic and create DMZ zones for multi -tier applications. Firewall policies can also be used to configure access policies between internal IP networks and VxLAN segments. Stateful inspection firewalling can be applied on the external interface of the vCNS Edge Gateway. VMware architects, provisions, monitors and manages the vCloud Hybrid Service infrastructure and surrounding components. As described in the AT 101 (ISO 27001) report, access points such as delivery and loading areas and other points where unauthorized persons may enter the premises are controlled and, if possible, isolated from information processing facilities to avoid unauthorized access. The details of this control are not disclosed publicly. VMware AirWatch We implement multiple security measures to protect hosted servers, including physical and logical controls. Due to FOIA requirements and the competitive EMM marketplace, we cannot provide s ecific architecture details at this time. 88 carahsoft Agreement No. 7434 SOLICITATION # CH16012 _ - � _..._ � .... ........ ......— ............... FireEye High-level architecture diagrams following industry best practices utilizing both virtual and physical controls are available and contained in the SOC 2 report. VirtueStream Virtustream utilized a virtual local area network (VLAN) and virtual route forwarding (VRF) to logically segregate all customers in the IaaS environment. Every customer chooses their own IP Address range, as there is no ability to overlap IP Addresses between customers. In addition, every customer is logically separated with Firewall Context with their own rule, where by default evervthinq is denied except specific rule. 8.6.10 Provide Security Technical Reference Architectures that support Infrastructure as a Service (IaaS)„ Software as a Service (SaaS) & Platform as a Service (PaaS). MAA m OnlySaaS As_provdded network d��graam can be_ rovided upon si nin NDA A APM Only SaaS is provided, network g can be provided upon signin Ng �A CAA ile These can be provided when a NDA is in place. Salesforce Salesforce offers g et leading SaaS solutions. Salesforcen Ng n ASM Onl SaaS is rgvided„ network dia ram can be rovrded upon si na market leading PaaS and mark does not provide IaaS as a direct service offering to our customers, it is an underlying part of our PaaS and SaaS offerings. The Salesforce Platform is built for cloud computing, with multitenancy inherent in its design. To meet the high demands of its large user population, Force.com's foundation is a metadata-driven software architecture that enables multi -tenant applications. Force.com combines several different persistence technologies, including a custom -designed relational database schema, which are innately designed for clouds and multitenancy—no virtualization required. Force.com's core technology uses a runtime engine that materializes all application data from metadata—data about the data itself. In Force.com's well-defined metadata-driven architecture, there is a clear separation of the compiled runtime database engine (kernel), tenant data, and the metadata that describes each application. These distinct boundaries make it possible to independently update the system kernel and tenant -specific applications and schemas, with virtually no risk of one affecting the others. Every logical database object that Force.com exposes is internally managed using metadata. Objects, (tables in traditional relational database parlance), fields, stored procedures, and database triggers are all abstract constructs that exist merely as metadata in Force.com's Universal Data Dictionary (UDD). For example, when you define a new application object or write some procedural code, Force.com does not create an actual table in a database or compile any code. Instead, Force.com simply stores metadata that the system's engine can use to generate the virtual application components at runtime. When you need to modify or customize something about the application schema, like modify an existing field in an object, all that's required is a simple non - blocking update to the corresponding metadata. Because metadata is a key ingredient of Force.com applications, the system's runtime engine must optimize access to metadata; otherwise, frequent metadata access would prevent the service from scaling. With this potential bottleneck in mind, Force.com uses massive and sophisticated metadata caches to maintain the most recently used metadata in memory, avoid performance -sapping disk 1/0 and code recompilations, and improve application response times. carahsoft 89 carahsoft Agreement No. 7434 SOLICITATION # CH16012 The multitenant architecture and secure logical controls address separation of Customer Data. The Salesforce infrastructure is divided into a modular architecture based on "instances". Each instance is capable of supporting several thousand customers in a secure and efficient manner. Salesforce uses the instance architecture to continue to scale and meet the demands of our customers. There are appropriate controls in place designed to prevent any given customers Salesforce instance from being compromised. This functionality has been designed and undergoes robust testing through an _ on -doing process by both Salesforce and its customers. QTS The QTS cloud makes use of unique managed s _. ervice provider architecture layer(s). Information systems, particularly those based on cloud architecture models, are made up of different service layers. The layers of the QTS cloud that are defined in its System Security Plan, and are not leveraged by any other Provisional Authorizations, are: Infrastructure as a Service (laaS). Note: Please refer to NIST SP 800 145 for information on cloud com otin [qk Jtecture models. w SAP Ariba Ariba recognizes that security is a critical component of effective electronic commerce architecture and takes necessary security measures to protect any information passed between buyers and suppliers. Ariba implements security using a variety of hardware, software, and procedural best practices. Full details about our security mechanisms and procedures are available in Chapter 3 of the Ariba Cloud Technical Infrastructure White a ems_ Hanna N/A, HANA Enterprise Cloud is a private managed cloud . ....Suc.. .......- _. essFactors We understand the critical importance of information protection and recognize the contribution that information security makes to an organization's strategic initiatives and overall risk management. We have implemented security controls and practices designed to protect the confidentiality, integrity, and availability of customer information. We continually work to strengthen and improve those security controls and practices as well. The current best practices associated with information security involve a layered approach, what the industry calls "defense in depth." Regardless of the software delivery model, security cannot be implemented at a single "make or break" point. For a SaaS provider to facilitate data security for sensitive information, it must have a comprehensive, multifaceted security program in place. We take a holistic approach to information security, implementing a multilayered defense at all the touch points in the information flow —both the physical and logical, applied across the database, middleware, application, and network and communication layers —to offer complete data privacy, transparency, and audit controls ...__ ... ........... __.... VMware Compliance Reference Architecture Framework (RAF) that provides a consistent method for VMware, its partners, and customers to assess and evaluate the impact of regulations on virtual and cloud environments. The intent of the RAF is to provide a single framework for VMware, its partners, and organizations to address a variety of compliance requirements across an IT infrastructure. This includes: Product Applicability Guide (PAG), Architecture Design Guide (ADG), and a Validated y� g — (_R _. industry P ............ .._._. �. Reference Architecture VRA . FireE a Hi h-level architecture diagrams followingindust best practices utilizingboth virtual and physical controls are available and contained in the SOC 2 Type 2 report. ... VirtueStream Virtustream Cloud Platform Security (for the Infrastructure -as -a -Service environment) is designed, built, and operated to provide highest level of infrastructure security available. Proposed State of I tah Seouri Arch teoture 90 Agreement No. 7434 SOLICITATION # CH16012 ......._.. Figure 1. xStream Enterprise Architecture Internet Front End Penmeter wV U E ��. m a DMZ Client A Client B Network Network Landing Zone o� E: IL Core Portal Separate intrusion Detection Firewall Platform State of Utah end users would access the hosted SAP environments via a MPLS connection (Provided by State of Utah). Additionally a VPN connection has been sized at 100Mbps however this can be decreased or increased depending on the exact requirements. State of Utah end users accessing our enterprise platform would first hit the landing zone in a dedicated virtual local area network (VLAN) and dedicated virtual route forwarding (VRF). The next hop into the enterprise platform is a dedicated firewall (FW) context on a Cisco Firewall services module. After traversing the core, traffic hits another dedicated VRF and drops into the platform network and compute (CPU and Memory essentially a blade server) layer. All traffic is VLAN separated. At each compute host, a hypervisor based firewall and intrusion protection system (IPS) provides a dedicated client rule set to further ensure network security. All traffic transitioning from one zone to another are monitored by Intrusion Detection and Intrusion Prevention systems. Traffic coming in via the internet hits the front-end perimeter with load balancing modules and multi - context Cisco firewalls. All traffic then passes through intrusion detection system and intrusion protection systems. As in the enterprise compute layer, every host in our demilitarized zone (DMZ) has a hypervisor-based firewall and IPS with dedicated client rule sets. Again, all traffic is VLAN separated as well. Traffic that needs to traverse from DMZ to the enterprise runs through another dedicated FW context and IDS/IPS. All of the State of Utah environments and data will be hosted in Virtustream's data centers within the continental United States. Standard Services used in Virtustream's management environment and in all client environments uncludinqi the following: 91 Agreement No. 7434 SOLICITATION # CH16012 • All Virtustream employees use Mandatory Strong 2 factor authentication (2FA OTP) Administrative Access to all systems. • Dedicated VLAN network segmentation and dedicated Virtual Route Forwarding (VRF) are used extensively to segregate environments and zones. • Perimeter Firewalls are used to segment internal and external environments as well as segregate security zones. Configuration, monitoring, auditing and logging are included. • Virtual Machine -based Firewall and Intrusion Prevention System (IDS) is installed on every virtual machine in the environment and is protected with Juniper's Security Gateway virtual firewall application and monitored service. Security Services that are standard components for Virtustream's management environment and are Optional Services for client environments including the following: • Managed Two -Factor Authentication ("2FA") is in use for all application systems. • Intel TxT Enabled Servers and Trusted Boot/Bios monitoring with Attestation Server and OS and VM support, including Geolocation and Geofencing according to NIST 7904 guidelines. • Secure operating system (OS) builds based on DoD Secure Technology Implementation Guide (STIG) guidelines are used to build Virtustream's Management and Administration Servers. • Server/File Integrity Monitoring (FIM) is installed in the PCI and VFC clouds. • Patching Regimen: Virtustream patches host servers, network devices, security devices, servers and related services in the Management Network on a specified routine (monthly or quarterly, depending on release schedules), or when there is a CERT or other authorized source of patch that requires immediate attention. Based on urgency and risk of the issue we will schedule the patch as appropriate and use change control. • Scanning regimen: vulnerability scanning is done on a monthly basis with additional 3rd party vulnerability scans done monthly. Additional scans are done when made aware of new vulnerabilities. Issues are classified and addressed according to Risk Classifications and are addressed with ITIL v3 change control processes. • Managed IDS signatures are routinely updated and the logs are monitored. • Anti -Virus is managed on all Management servers in Enterprise, PCI and, VFC clouds. • Logging Service of all servers, network devices, and security devices to a centralized log server system. • Governance Risk Compliance: We use a complete Enterprise Risk Management toolset to manage compliance reporting and continuous monitoring to all of our supported compliance frameworks. Virtustream's facility monitoring systems are complete as per specifications in NIST 800-53r3/4. We use site assessment methodologies and checklists as detailed in NIST 800-42.Our systems and facilities are monitored 24/7 for any exceptions or trends. Our tools, processes and CONUS (Continental USA) personnel monitor network, power, cooling, humidity, water leakage, fire suppression, power systems (utility power, UPS systems and generators) and site access. Virtustream's Physical Access Control Security is designed to protect the confidentiality, integrity, and availability ("CIA") of the cloud platform system and its data with the following security components: • Limited and controlled room access. • Logged and monitored access of all access control events. • Video surveillance and review of all access control events. • Biometric access control required to gain access to the Data Center. • US Data Center staff is limited only to US Citizens. rd camhswt 92 carahsoft Agreement No. 7434 SOLICITATION # CH16012 Locked racks and -room swith key log out/in process. • Data destruction policies and procedures. • Asset in/out policy and procedures. Physical access by authorized staff is controlled by badge systems and biometric access systems. All access of any kind is recorded and logged. Access lists are reviewed every 90 days. Employees that do not have a reason to have physical access are removed from our access management systems. Multiple high resolution and IR enhanced CCTV Cameras monitor our datacenters at all egress and ingress points as well as other sensitive areas. Security video footage is stored in a secure area for 90 days. Approved Visitor Access requires VISITOR Badges and bright lanyards that are specifically different from employee badges. Visitors are required to produce and surrender a state or government issued photo ID during the visit, have a pre -approved reason for the visit, and have the escort witness the sign in and out procedure. Visitors are escorted continuously through approved areas of the facility. Visitors are not allowed access to following areas of the data center under any circumstances: • Cloud hosting areas. • Networking and telecommunication areas. • Guard areas. • Power vaults. 8.6.11 Describe security procedures (background checks, foot printing logging„ etc.) which are in place regarding Offeror's employees who have access to sensitive data,. ire ye Background verification for employment candidates is a mandatory component of FireEye's hiring process. All personnel are required to sign a confidentiality and non -disclosure agreement agreeing not to disclose proprietary or confidential information including client information to unauthorized parties. Security awareness training program is in place to maintain the skill level of personnel regarding security and privacy expectations and best practices. All FireEye personnel at all levels are trained and notified of information secu_ rind privacy reauements and personneV res onsibilities. VirtueStream Virtustream employees who are assigned to IaaS must pass a Virtustream background investigation. In addition, Virtustream employees assigned to the IaaS must adhere to any requirement by customers to pass federal, state, or local background investigations if they are to provide managed services to the customer zone which includes access to sensitive data. 8.6.12 Describe the security measures and standards (Le, NIST) which the Offeror has in place to secure the confidentiality of data at rest and in transit. CA At C_AT echnologies, we c IT __ _ .._.. omply with a multifaceted security standard that includes requirements for security management, policies, procedures, network architecture, software design and other critical protective measures. We ensure the maintenance of vulnerability management programs, implement strong access control measures, regularly monitor and test networks and adhere to the highest industry compliance and security policies. CA offers a variety of SaaS solutions, details for each offrin has been provided in Exhibit 1 and 2 of thisg+roposal. ........ ...... Google All connections from customer end point devices to Google's Front End Servers are encrypted with enforced HTTPS sessions using Forward Secrecy. Google websites and properties use robust public key technologies: 2048-bit RSA or P-256 ECDSA SSL certificates issued by a trusted authority (currently the Google Internet Authority G2). carahsoft 93 carahsoft Agreement No. 7434 SOLICITATION # CH16012 All data in transit between Google's Data Centers traverses across Google's private fiber network using a customized, proprietary encryption technology. Google hard drives leverage technologies like FIDE (full disk encryption) and drive locking, to protect data at rest. These methods of encryption are fully managed by Google and Google's Key Management Servers based on 128-bit or stronger Advanced Encryption Standard (AES). Encryption Keys and Ciphers Supported by Google Protocols TLS 1.2 TLS 1.1 TLS 1.0 SSL 3.04 QUIC Cipher suites ECDHE RSA with AES ECDHE RSA with 3DES ECDHE—ECDSA RSA with AES RSA with 3DES Signing keys RSA 2048 ECDSA P-256 Hash functions SHA384 SHA256 SHA1 MD5 Salesforce Government Cloud Encryption Capabilities: As part of the Salesforce Government Cloud, Salesforce is capable of responding to FIPS 140-2 cryptographic implementations for data being transferred between the State's web browser and Salesforce. Data that resides within Salesforce's protected boundary does not use FIPS 140-2 validated encryption as compensating/mitigating controls are in place to protect data. Additional information is provided below. Data In Motion: Salesforce employs cryptographic mechanisms to protect information during transmission. All transmissions between the user and Salesforce are encrypted by default with a 2048- bit Public Key. Our service uses International/Global Step Up certificates. We support one- way TLS, in which customers create secure connections before sharing private data. Secure routing and traffic flow policies ensure that customer traffic is encrypted entering Salesforce until the load balancer decrypts the traffic. The load balancers decrypting the traffic are FIPS 140-2 compliant and are located inside of the Salesforce Government Cloud isolation boundary. Data At Rest: NIST SP 800-53 Rev. 4 states in SC-28, "Information at rest refers to the state of information when it is located on a secondary storage device (e.g., disk drive, tape drive) within an organizational information system ' SC-28 also states„ ""Or onizations may choose to employ different 94 r_ Agreement No. 7434 SOLICITATION # CH16012 ......... ..... _.. mechanisms to achieve confidentiality and integrity protections, as appropriate." All secondary storage media (hard drives, disk drives, and tapes) containing customer data are maintained within Salesforce's secure production data centers until the media has been sanitized and destroyed. Salesforce relies on physical access controls as a compensating control to protect the data. For primary data storage, Salesforce provides customers with a built-in capability to apply field - level encryption, using 128-bit keys with AES encryption, for a selection of custom fields included in the Force.com Platform and Salesforce Services. Field -level encryption ensures the data associated with des, l Hated fields is encrypted in storage. SAP Ariba Sensitive data elements, including PCI Primary Account Numbers and system account parameters for internal application communications, are stored in Ariba databases encrypted by the AES (Advanced Encryption Standard) and Triple DES (Data Encryption Standard) encryption algorithms with a minimum key length of 128 bits. Encryption technology is also applied for the client connection to the Web site and to the hosted application passwords in storage. Customer user passwords are one way hashed using SHA256 and salted with random data. Limited Ariba Operations personnel have data query -... access and monitoring r�hts for the Ariba Hosting program. Field lass IT Hanna SAP provides for enterprise -grade and industry -standard security. SAP HANA Enterprise Cloud datacenters are enterprise -class security with enterprise - class protection including data encryption, network encryption, firewalling, network isolation, and intrusion detection. HANA data is protected in multiple different ways. SAP HANA Enterprise Cloud is a managedcloud service that employs either a VPN or MPLS connection for transit. By default VPN is encrypted and MPLS can be encrypted. The customer procures the method of connection. At installation, HANA data can be encrypted using a feature called Data Volume Encryption. This encryption protects data in the persistence layer. Storage volume access is restricted to the customer account that created the volume, thus denying all other customer accounts the permission to view or access the volume that includes data isolation, masking, zoning and Logical Unit (LUN) binding,. Strict user and access management, authorization management according to the need -to -know principle for administrative accounts, and security logging and security monitoring for critical activities or ..._ access also rotegt data stored in HANA. Hybris The Hybris platform uses SSL (https) for both the web application tier (browsers and WebService APIs) as well as communicating with back office systems. Data at rest is something that has to be taken into consideration in the application requirements by the partner/customer or PS teams. If encryption is required the application teams need to work on implementing the methods to encrypt and secure the data, for example encrypting data fields in the e. databas _....� _. _ .... ..... SuccessFactors Each customer's data is maintained in a separate database schema eliminating data segmentation breaches. Each schema has separate authentication credentials and assigned resource profile to restrict access rights and resource consumption. Encryption for data at rest uses the AES256 cipher. All application access is encrypted -in -transit over HTTPS with 128-bit TLS encryption, 95 carahsoft Agreement No. 7434 SOLICITATION # CH16012 FireEye At rest: Data are collected using automated batch and re ' g al -time processes and by manual personnel -driven actions via an Analyst facing Portal. Any information that is collected may be stored temporarily within appliances attached to our customers' networks and may subsequently be transmitted back to one or more FireEye datacenters. Data transmitted from a customer's network to a datacenter travels over a strong encryption Virtual Private Network ("VPN") established by the appliances. At transit: FireEye's network sensors are configured to collect full packet capture of customer network streams, including those originating from or destined to potentially malicious IP addresses, matching signature -based network indicators of compromise, results of domain name lookups, and full e-mail messages including headers, content and attachments. This information is primarily stored on -site on the appliances and only meta data matching FireEye / Mandiant indicators of compromise are sent to FaaS. VirtueStream Virtustream's use of Intel® Trusted Execution Technology (Intel® TXT), a hardware -root of trust security feature, and Intel® AES-NI encryption acceleration helps secure and protect virtualized environments against malware and provides more of the critical infrastructure and data protection assurances needed to enable trusted multi -tenancy in the cloud. Virtustream offers solution for data -at -rest and data -in -transit encryption solution for our customers as optional service, as most of our customer environment is only accessible via private network and only to the internal users of the customer. Solutions available to our customer as follows. 1. IPSEC VPN Tunnel for data -in -transit and 2. VM level encryption for files and databases 3. Encrypted Backup (all backups are encrypted by default) The technologies of encryption available throughout the entire data Iifecycle and all are FIPS 140- 2 compliant. a) DB and File System Encryption b) Encrypts file system and volume data transparently to: i) Applications ii) Databases iii) Storage Infrastructure c) Integrated Key Management d) High Efficiency Encryption i) Centralized Key Management ii) Policy Management iii) Detailed Auditing iv) Highly Available v) FIPS 140-2 Certified Hardware Appliance vi) Very Low Encryption Penalty due to Intel AES-NI enabled chip sets used e) Encryption of Virtual Machine, OS and App i) Integration of SafeNET Protect-V ii) Logging of all image access f) Encryption in Archive g) Implements Encryption, Access Control, Auditing on Host (LUW) h) Kernel Level Driver — Win i) File System — Unix/Linux j) Support for file systems and raw partitions k) Highly efficient block encryption 8.6.13 Describe policies and procedures regarding notification to both the State and the Cardholders of a data breach, as defined in this RFP, and the mitigation of such a breach. 96 Agreement No. 7434 SOLICITATION # CH16012 _. ....... __ ..... ......... CA CA Technologies abides to contractual requirements for notification, in addition to working with legal to ensure compliance with regulatory requirements. There may be cases where incident analysis completion is a requirement for confirming the breach, and / or its impact and data leakage boundary. Prior to completion of this activity, CA may not have the needed conclusions for customer communication. Once subscriber data has been identified as part of the investigation, said subscribers will be notified as soon as possible and not longer than 5 days. A report of the incident will be available and distributed to clients within 30 days. Please note that none of the offerings proposed as considered payment products and are not intended for use of storage of cardholder data. . Google Google will take and implement appropriate technical and organizational measures to protect Customer Data against accidental or unlawful destruction or accidental loss or alteration or unauthorized disclosure or access or other unauthorized processing. If Google becomes aware of a Data Incident, Google will promptly notify Customer as permitted by law of the Data Incident, and take reasonable steps to minimize harm and secure Customer Data. Notification(s) of any Data Incident(s) will be delivered to the Notification Email Address provided by the Purchasing Entity in connection with the Agreement or, at Google's discretion, by direct communication (e.g., bjRhone call or an in -person meeting). Salesforce Salesforce will promptly notify the State (within 48 hours, reflected in a negotiated agreement between the parties) in the event Salesforce becomes aware of an actual or reasonably suspected unauthorized disclosure of Customer Data. Notification may include phone contact by Salesforce support, email to the State's administrator and Security Contact (if contact is submitted by State and contact information is kept up to date), and public posting on trust.salesforce.com. ..._ _. SAP Ariba Ariba has developed a computer security incident response team. Following policies and procedures, this team responds to suspected security incidents to mitigate risks and damage. The team conducts response and forensic analysis of systems and network traffic. This information can be used to assist with rosecution if a secure breach is detected and the offender cau hg t. ._ Field lass SAP Field lass' security team is responsible onsible for managing ..... 9 9 � Y P g g security incidents and all communication is conducted via the respective account managers to ensure timeliness. The process is defined within the Incident Response Management Standard. Customers are notified of an incident within 48 hours. Hanna SAP will notify via defined communica tion channels within 36 hours of a confirmed data security breaches to the affected customers. The report will detail the following information: • Details relating to the security incident that has occurred, known at the time of notification. • IT infrastructure and/or application affected by the security incident. • Overview of the performed mitigation actions to restore the security, documented within the incident report form. • All further applicable requirements by country regulations "on obligation to notif will be met. Hybris Since we do not allow for CC data to be transmitted, stored or processed in our environment, we regularly scan the customer environment in case this is done without our consent. However, we do have a CSIRP in place, in which we would notify the customer and our internal Forensics team in the event that a customer environment should be breached. SuccessFactors Upon the occurrence of a data breach, initial communication is distributed to the appropriate individuals and an escaGstion process is followed. Upon Irm carahswl 9: Agreement No. 7434 SOLICITATION # CH16012 becoming aware of the incident, measures are promptly taken by the team to resolve the situation. All affected customers should be informed within at most 36 hours of confirming a potential breach in the privacy of their data. Following incident resolution, follow-up is required to ensure that the incident has been resolved effectively and that the threat is no longer present. We are aligned with ISO 27k standards for event and incident management and have formal incident management policies and processes in place. These policies and procedures are tested in the ISO 27k and SOC 2 audits. FireEye FireEye has a documented policy for incident management that has been approved by management and communicated to appropriate constituents and owners. It is continuously maintain and reviewed annually. The plan has a reporting structure and escalation path. An incident response team with defined roles and response related qualifications are available 24x7x365. The team maintains chain of custody for evidence during the incident investigation. There is a process for reporting client notification for regulatory, legal and contractual issues after a breach if a breach were to be confirmed. If a confirmed breach were to occur a management team would review all the factors and develop a remedation Ian to mitigate. VirtueStream There are two primary Incident types; Security Incidents, where there is a possible breach in systems or data integrity, and Services, where there is in impacted or affected service. Although there is some overlap, generally any security -related incident should be classified as a Security Incident and the response must be managed using the Virtustream Information Security Procedure — Security Incident Response Plan'. The purpose of this security incident response plan is to provide general guidance to Virtustream staff- both technical and managerial — to enable quick and efficient recovery from security incidents; respond in a systematic manner to incidents and carry out all necessary steps to correctly handle an incident; prevent or minimize disruption of critical computing services; and minimize loss or theft of sensitive or mission critical information including sensitive credit card data. The plan is also a guide to sharing information with other stakeholder organizations who might be impacted by such security incidents such as the credit card associations and law enforcement. The Security Incident Response Plan (SIRP) provides guidance to prepare for, respond to, and recover from potential incidents. Policy statements surrounding the IR-Plan are provided to ensure continued upkeep and standardized use. The SIRP guidance at the procedural level defines the roles, responsibilities, communication methods and flows, contact information, types of potential incidents, and immediate actions that are to be taken upon an incident's identification, and elaborates with subsequent recovery steps. Virtustream's Incident Response Policy requires the implementation and testing of a generalized plan that adheres to the International Standards Organization 27002 guidance for incident management and response, but meets specific requirements for compliance such as PCI-DSS. The Plan covers the corporate environment associated with Virtustream's IT assets, the local IT resources and the IT resources at Virtustream's Data Center. It consists of a series of guidelines (Incident Response Guidelines or "IRG") that should generally be followed as appropriate for the circumstances as when a security incident occurs or as part of the ongoing maintenance of this plan. As the incident progresses and has more impact (i.e. severity level increases), the escalation process will be used to engage appropriate resources. Incidents should be handled at the lowest escalation level that is capable of responding to the incident with as few resources as possible in order to reduce the total impact, and to keep tight control. The Table below defines the escalation levels with the associated team involvement. ..IIIMVIII 98 Agreement No. 7434 SOLICITATION # CH16012 8,7.1 Offeror describe how it PurchasingEntitysafely dep ovis on ng tbefore theOfferi the end of activities of closing downaa service to a sing Ent ty s no longer contractual) obligated to maintain the service, include planned and unplanned activities. An Offeror's response should include detail on how an Offeror maintains security of the data during this phase of an SLA, if the Offeror provides for redundancy during migration„ and how portable the data is during migration, i ne ena or nre activities Tor eacn rurcnasing tntlty will vary based on the type of service they are currently using and the service that they will be moving too. All Purchasing Entities will be notified in advance of any end of life service so that the Purchasing Entity can work with Carahsoft and the service providers to develop a plan exporting and transitioning data. 8.7.2 Offeror must describe how it intends to provide an orderly return of data back to the Purchasing Entity„ include any description in your SLA that describes the return of data to a customer. At all times during the course of the Service, the Purchasing Entities will have access and ownership of their data. The Purchasing Entity is free to download or access the data through a variety of means based on the service at any time during their service period. r r. 8 81 Describe how you would respond to the following situations; include any contingency plan or policy, a. Extended downtime. CA APM If unable to resolve in a timely manner, all customers will ben ....... otified via email to the _registered_Legistered admin MAA Customers a... . _ _ . ........ _...._w�. ._._. Are kept abreast with progress during incidents, including outages. CA utilizes best -of -breed notification system which enables customer contacts to self - subscribe to different types of notifications that they would be interested in. A DR plan __. has been created should the extended down time result in DR declaration. CA Agile We would failover to our warm data center in order to restore access to the application _as quickly as possible. This is done accordina to our Disaster RecoveryPlan If ASM unable to resolve in a timely manner, all customers will be notified via email to the registered admin. Failover from the primary to DR site may be utilized if the extended amount of time warrants declaration of DR. ..... _...._ ........ _..._......... Google Due the redundant nature of the Google infrastruture there is no expectation of any extended downtime. If a data center in use by any of your end users suffers a catatrophic failure, Google's d namic health monitoring would 'ust reroute the session to a different data center. AODocs All the AODocs data is hosted on the Google Cloud Platform infrastructure. AODocs does not manage any physical infrastructure. Due the redundant nature of the Google infrastruture there is no expectation of any extended downtime. If a data center in use by any of your end users suffers a catatrophic failure, Google's dynamic health monitoring would just reroute the session to a different data center._ Virtru Notifyusers that Virtru service is unavailable, and recommend that their o _.. n they use their offline encryption tools and backups to perform emergenc functions. Salesforce Salesforce has maintained high levels of availability across all Salesforce instances since inception. As the only on -demand vendor to provide daily service -quality data on a public Web site (http://trust.salesforce.com), Salesforce proves that we are the leader in availability. And by making its track record completely transparent, Salesforce proves we are worthy of our customers' trust. To ensure maximum a time and continuous availabili ,.Salesforce provides the best 99 carahsoft Agreement No. 7434 SOLICITATION # CH16012 p facilities protection available, along with _ . _. ^ redundant data protection and most advanced fa '�' ' ' h a complete data recovery plan —all without affecting performance. Salesforce uses commercially reasonable efforts to make its on -demand services available to its customers 24/7, except for planned downtime, for which Salesforce gives customers prior notice, and force majeure events. Excellent availability statistics are critical to Salesforce's customers' success and to the success of Salesforce as a company. Live and historical statistics on the Salesforce system performance are publicly published at http://trust.salesforce.com/trusVstatus. The persistence layer underlying Salesforce Platform is proven database technology that powers all of Salesforce's products today, serving more than 150,000 organizations and over 4 billion transactions per day with an average request response time of less than .25 seconds, all with an average up time of 99.9+ percent ServiceNow ServiceNow's data centers and cloud -based infrastructure have been designed to be highly available. All servers and network devices have redundant components and multiple network paths to avoid single points of failure. At the heart of this architecture, each customer application instance is supported by a multi -homed network configuration with multiple connections to the Internet. Production application servers are load balanced within each data center. Production database servers are replicated in near -real time to a peer data center within the same geographic region. ServiceNow leverages this Advanced High Availability (AHA) architecture for customer production instances in several ways: -In the event of the failure of one or more infrastructure components, service is restored by transferring the operation of customer instances associated with the failed components to the peer data center. -Before executing required maintenance, ServiceNow can proactively transfer operation of customer instances impacted by the maintenance to the peer data center. The maintenance can then proceed without impacting service availability. This approach means that the transfer between active and standby data centers is being regularly executed as part of standard operating procedures — ensuring that when it is needed to address a failure, the transfer will be successful and service disruption minimized. RTO is 2 hours. RPO is 1 hour. See the "ServiceNow Security, Operations, and Compliance White Paper' included with this __Les ones for more information. QTS In the rare instance of failure of the commercially -delivered electrical power, back-up systems at each QTS data center start instantaneously. Batteries provide power for the first 12-15 seconds while on -site diesel generators spin up to synchronize their output with the battery -supplied feed. Once on-line, the generators can supply power indefinitely, and the IT equipment on the data floor as well as critical infrastructure components are all unaffected. While the basics of reliable power seem simple, none of this is taken for granted. Battery banks are sized to provide 15 minutes of power, well beyond the 15 seconds that it typically takes generators to come on line. Inspections are conducted daily and quarterly to ensure that the battery banks are prepared at all times. The diesel generators are inspected by running them each month to circulate and condition the fuel, then running them annually under the full simulated load of the current IT equipment on the data center floor. Factory technicians inspect and ITIT maintain the enerators semi-annually, m _f fuel sufficient to su o rat 48-72hours of ........_ vrrrnuallly. Quantities o— ._ PH carahsoft 100 Agreement No. 7434 SOLICITATION # CH16012 ........ __ operation without _ ...... _ _................ resupply are stored on -site, and re -supply contracts are in place with multiple roviders to have fuel delivered as soon as the enrators come on Nine. SAP Ariba Ariba has implemented two sites within each region. In North America the sites are currently located in San Jose, California and Sterling, VA. In Europe the sites are located in St. Leon -Rot, Germany and Amsterdam, Netherlands. The act of failing over from one site to another has a design goal for its Recovery Time Objective (RTO) of no more than four hours. The design goal for the Recovery Point Objective (RPO) is five minutes. Disaster recovery options are included for all Ariba Cloud Services. In the event of a fail -over to the disaster recovery site, no customer changes are required as all URLs that customers use to reach the applications will continue to work. Ariba will notify customers via their email addresses in the event of unplanned downtime. Internally, Ariba uses a documented system recovery plan that outlines the approach and steps for recovering the applications. This document defines roles and responsibilities in the event of disaster: Local Ariba staff maintains the hardware remotely. Ariba maintains the application software. Processes are in place to keep database and fileservers in sync between primary and backup data centers. The failover process of all parts of the infrastructure is automated. In the event of a catastrophe, Ariba will declare the primary data center "down" and locally the script will be run to switchover and start the applications at the remote data center. Ariba tests power outage backup scenarios and the Disaster Recovery Plan on a eriodic basis to ensure it is a -t+ o-date„ successful„ and effective. Fieldglass Customers are notified of unscheduled downtime immediately via email. Updates are frequently emailed out until the issue has been resolved, Customers are notified of scheduled downtime 5 days Manor via email. Hanna In case of a disaster depending on the infra &technical architecture defined during HEC technical assessment workshop, systems could fail over to HA node. If DR (optional offering) is selected, the systems could move to secondary DC that where contracted with a DR option & HEC declaring DR. Regular system downtime for patching etc. is planned in advance with the ............ customer and ally j llows customers maintenance schedules.. Hybris SAP Hybris offers continuous 24/7 systems monitoring in -place, which automatically notifies you, SAP Hybris support and optionally your designated implementation partner in the event of any monitored system problem. Tools used for monitoring include HP Sitescope and Nagios. This service ensures quick response times to emergency problems. Standard monitors are in place for basic site availability. Customer can utilize additional 3rd party monitoring services should it wish to add additional monitoring. Upon request, monthly or quarterly reviews are offered to review performance over the period. When a system problem occurs, in addition to monitor alerts sent to the customer, SAP Hybris support may send emails to a designated customer notification email address to provide status, updates or further detailed information. In addition, a support ticket would be created which would include such information. Success Factors Our infrastructure architecture is designed with high availability in mind, and engineered for resiliency. All major components are redundant, including power, HVAC, fire suppression, and the physical components of our network. Production data centers have strict access controls, and are contrnuousl carahsm 101 Agreement No. 7434 SOLICITATION # CH16012 staffed and monitored to help prevent acts of sabotage or vandalism. All production data centers are ANSI/EIA/TIA-942Tier III/IV facilities, and are ISO 27001 certified. Production data centers are also geographically dispersed to help prevent a single event from affecting more than one data center. In the event a production data center has an outage we failover to an alternate data center in the same geographic region to minimize impact to customers. Our Cloud Operations teams are also geographically dispersed, working in offices in the US, Europe, South America, and India. Should an office be impacted by an environmental event or pandemic, other offices can continue operations. Aspects of the plan are described in the SOC reports, Disaster Recovery Plan ("DRP") and Business Continuity Plan (" BCF) solutions are dependent on several factors. The customer may be responsible for parts of the recovery/contin.y.it activities. VMware VMware vCloud Air leverages proven VMware High Availability technology to minimize the risk of extended downtime. In the unlikely event that an extended outage does occur, VMware will support guide the customer's efforts to restore services to an alternative vCloud Air or vCGS datacenter. We will also provide remedies in the form of service credits as outlined in the following VMware vCloud Air, vCGS, Vmware AirWatch and VMware Identity Manager SLAs, FireEye FireEye has a mature and documented Business Continuity Plan and Disaster Recovery Plan that follows industry best practices that is reviewed and tested annually. The BCP/DRP plan has RPO/RTO timing criteria and other critical business requirements that is available for review if requested in the future. VirtueStream In the event of extended downtime affecting production systems, Virtustream and customer would jointly evaluate the situation and mutually decide on failover declaration, whereby Virtustream would then execute the failover plan to restore customer o erations to the secondary data center. b. Suffers an unrecoverable loss of data i ... ................. _. CA APM Customer data is isolated within dedicated schemas with nightly backups. The IT maximum data loss would be the previous 24hrs._ MAA MAA data is backed up fully daily. The maximum data loss would be the previous 24hrs. CA Agile We have implemented a physical standby database in both hot/Live site as well as warm/standby sites using Oracle Data Guard with real-time apply to achieve the stated recovery objectives. ......_, .... ............. _............. ASM Customer data is isolated within dedicated schemas with nightly backups. The maximum data loss would be the revious 24hrs. Google Google performs real time data replication to avoid unrecoverable data loss. Customers that configure the retention policies in Google Apps Vault can ensure that end users can not inadvertently or maliciously delete email in advance of any defined retention schedules. AODocs AODocs data are stored in Google AppEngine and Google Drive: - The data stored in Google AppEngine are backed up every day. The application is hosted on Google Cloud Platform infrastructure and benefits from the network security described in this whitepaper: https://cloud.google.com/files/Google-CommonSecurity- WhitePaper-vl.4.pdf - Data stored in Google Drive is managed by Google within its multiple servers location. Altirnao does not manage this infrastructure. Google Drive can be backed up by third party tool such as Backu ifym. 102 carahsoft Agreement No. 7434 SOLICITATION # CH16012 Virtru Notify users that data within Virtru is unavailable, and recommend that they use their ofFline eno tion tools and backups to_perform emergency functions. — Salesforce To maximize availability, the service is delivered using multiple world -class data centers supporting primary and replicated disaster recovery instance, plus a separate production -class lab. The infrastructure utilizes carrier -class components designed to support millions of users. Extensive use of high -availability servers and network technologies, and a carrier -neutral network strategy, help to minimize the risk of single points of failure, and provide a highly resilient environment with maximum uptime and performance. The Salesforce services are configured to be N+1 redundant at a minimum, where N is the number of components of a given type needed for the service to operate, and +1 is the redundancy. In many cases, Salesforce has more than one piece of redundant equipment for a iven function. ServiceNow Please see our response for 8.8.1 a QTS QTS cloud developed a OPS_POL_54_QTS-FC_Contingency_PIanning_Policy (v1.2 — 2/6/14), detailing the policies, procedures, roles and responsibilities of key personnel in the event of an em 9er eand/or disaster . r. .......------ . SAP Ariba Our SLA provides tenant remuneration for losses they may incur due to outs es within the infrastructure. _ Field lass The maximum data loss timeframe Is guaranteed to be less than three 9 g hours; however, offsite backups are performed every 15 minutes so the timeframe is actually much shorter. Hanna Data loss is defined by RPO & RTO. HEC has a maximum RPO of 30 mins & RTO of 12 hours. _._._ ......... Hybris For a cloud solution, data backup and restore is handled by SAP. SAP shall follow its archiving procedures for Customer Data as set out in the SAP Hybris Commerce, cloud edition Services Description. In the event of any loss or damage to Customer Data, SAP shall use commercially reasonable efforts to restore the lost or damaged Customer Data from the latest back- up of such Customer Data maintained by SAP in accordance with the archiving procedure described in its SAP Hybris Commerce, cloud edition Services Description. SAP shall not be responsible for any loss, destruction, alteration or disclosure of Customer Data caused by any third party, (except those third parties sub- contracted by SAP to perform services related to Customer Data maintenance and back-up). SuccessFactors Our SLA provides tenant remuneration for losses they may incur due to autp es within the infrastructure, VMware VMWare IaaS Services ........ .... As discussed in detail in section 8.8.2.1.a below, VMware IaaS services are architected to minimize the risk of unrecoverable data loss. In addition option services such as vCloud Air Data Protection can be leveraged to further mitigate any risk. VMware's vCloud Air policy regarding data loss can be found in the vCloud Air Terms of use. VMware's vCloud Government Service policy regarding data loss can be found in the vCloud Government Service Terms of Service AirWatch Hosted Services AirWatch Business Continuity and Disaster Recovery strategies include data and hardware redundancy, network configuration redundancy and backups, and robust, regular testing exercises. AirWatch features active -passive configurations for high availability and redundancy with all components made to failover with minimal downtime. Load balancing capabilities are deployed across multiple data centers to ensure timely server recovery. AirWatch also incorporates replication technology featuring SQL log shipping or network SAN byte replication to prevent data loss. 103 carahsoft Agreement No. 7434 SOLICITATION # CH16012 ... ........_ Due to FOIA restrictions and the competitive nature of the EMM marketplace, we cannot provide specific details regarding recovery strategies or timelines. FireEye FireEye has a mature and documented Business Continuity Plan and Disaster Recovery Plan that follows industry best practices that is reviewed and tested annually. The BCP/DRP plan has RPO/RTO timing criteria and other critical business requirements that is available for review if requested in the future. rtueStream Multiple copies of customer data exist in multiple datacent Vi.... _. ........ ers in the primary datacenter„ there is the production copy and a local backup. The local backup is replicated to a secondary datacenter and the production datastores associated with coreVM's are also replicated at regular intervals to the secondary datacenter. If NASPO feels that additional steps/redundancy are required to maintain recoverabiClty, Virtustream is open to discussion. _. _...... �� �s ,,, C. Offeror experiences a system failure _... .......___ _........ ........_ CA APM Disaster to the CA Technologies corporate network in New York will not affect customers' service. Secondary services, such as domain name services will be routed through the secondary CA Technologies network in Illinois. CA has a BCP plan in place to direct its services. The SaaS environment is separate from the CA corporate network and a service disaster recovery Plan is in place. ... ......� MAA Customers would be notified in advance, and even am�rle time to retrieve their data. CA Agile We enable all of our employees with the ability to be able to work remotely and provide remote network access to ensure business functions can continue. All corporate infrastructure has redundate systems that can be utilized in the event of failure. ASM Customers would be notified in advance, and given ample time to retrieve their data Goo le Goo Ie s corporate network is separate from it's production infrastructures manual) or via the ASM API, g g� p p p e. Google is a global organization that has support personnel located at key office installations and tests our business continuity programs annually. These tests are to validate that if corporate headquarters is off the AODocs AODocs runs business functions can be picked up by other staff _...... that ..... functions � 100% over Google's Cloud Platform infrastructure that is naturally redundant, and all AODocs internal systems such as technical support, email, collaboration, source code hosting, etc are run on cloud based services. AODocs personnel can work from any physical location without any business disruption and they do work from remote locations on a regular basis. If one of the AODocs facilities were to be temporarily unavailable due to a natural disaster, AODocs personnel would be able to erform their work without signioant interruption. Virtru Notify users that Virtru is or will be permanently unavailable, and recommend that they use their offline encryption tools and backups to perform emeTency functions. Salesforce Please see response to items a. and-b. above and d, and e. below. Salesforce has documented Disaster Recovery and Business Continuity plans for critical business functions. The Disaster Recovery and Business Continuity plans are tested at least annually. A post mortem documenting the results of the disaster recovery tests can be provided to customers with a signed NDA in place. Business continuity plans are updated each year, including the list of business processes, recovery time objectives, and key resources. Senior management is included in this process. Business continuity plans are exercised on an annual basis. Action items and lessons Teamed are tracked from each incident and exercise conducted. Action items are riordtNzed and tracked until carahsoft _ 104 __ Agreement No. 7434 SOLICITATION # CH16012 _. .. ..... .. ____�...........�._....�._ .... closed. Salesforce has developed additional procedures, processes and plans, including a Pandemic plan. Salesforce also recommends customers also devise their own backup strategy for their data, as there is a fee for customers to request for restoration from Salesforce backups. Salesforce provides multiple ways for our customers to obtain periodic backups of its data. We offer a weekly export service (WES) for those customers requiring a local backup copy of their data or a data set for import into other applications (such as an ERP system). Salesforce also supports data replication, which allows customers to store and maintain a local, separate copy of their organization's Salesforce data including the META data (logins, etc.) for specialized uses, such as data warehousing, data mining, custom reporting, analytics, and integration with other applications. Data replication provides customers with local control and the ability to run large or c ad hoc analytical queries across the entire data set. _._. _ ...... ......�_........ . ServiceNow Pleaseesee our response for �8 8.1 a ..... QTS QTS has established an alternate processing site including necessaryagreements to permit the resumption of information system operations for essential missions and business functions within [Assignment: organization -defined time period consistent with recovery time objectives] when the primary processing capabilities are unavailable. The QTS cloud hosting facilities in Richmond, VA (RIC1) and Atlanta, GA (ATL1) have agreements with each other to restore services in the event that one of the sites becomes unavailable. Both facilities are QTS managed facilities and are always available to meet the recovery time and recovery point objectives for the system. Agreements are in place to allow QTS to access resources at the alternate processing site physically and via the QTS client network. Richmond and Atlanta Datacenters are independently operated datacenters that offers disaster recovery services to customers. The contingency approach ensures that hardware and software components needed for recovery efforts are already at the alternate facility. QTS ensures that equipment and supplies required to resume operations are available at the alternate site or contracts are in place to support delivery to the site in time to support the organization -defined time period for resumption. Network circuits, networking infrastructure, storage, virtual servers, and management components re uired to resume operations are available and confi ured at the alternate site. SAP Ariba "Ariba modules automatically persist object state to the underlying relational database as users work. When a user performs a significant action, for example, adding an item to an order, performing an approval, etc., the Ariba application tier is aware of the change and automatically saves the relevant object state to the database. This provides transparent persistence of the user's work without the user having to "save" or "submit' changes to avoid losing work in the event of failure or session timeout. This in turn means that the loss of any connections between the tiers or failure of one of the tiers will not leave data in an inconsistent state. While object data is cached in the middle tier for performance, the official record is stored in the database to avoid any potential data loss or corruption. This means that recovery for Ariba modules is implicit and automatic. When the modules start, they retrieve the state of the various business objects from the underlying database as needed for user sessions. If an Ariba module fails, there is no special application recovery process other than restarting the module. The Ariba module will automatically connect to the database and as clients login and commence working, all required business object data will be retrieved from the database." carahsoft 105 carahsoft Agreement No. 7434 SOLICITATION # CH16012 Fieldglass Fieldglass' business continuity program (BC Program) was established to ensure that, after a complete disruption of its Chicago and/or Naperville, Illinois offices, all employees and the functions for which they are responsible, are capable of continued operations in less than one business day. This includes office space as well as all equipment and supplies needed to continue its operations without an interruption in customer services. Fieldglass' BC Program is integrated into all facets of the company due to the criticality of the product that it sells and supports. As such, representatives from all areas of the company are responsible for ensuring that they are familiar with their duties and responsibilities during a disruption and how to areas after the disruption occurs recover their a� Hanna Service Level Credits Where SAP fails to meet a Service Level, SAP will be liable to Customer for the corresponding Service Level Credit as set out in this section. The Service Level Credit is calculated as the sum of the Service Level Credits for both DEV/QAS and PRD for the TA Service Level defined in section 5.1 above. SAP will deduct the amount of any Service Level Credits owed to Customer from the next invoice (or, if there is no such invoice, by bank transfer to such bank account as Customer may specify in writing). Customer agrees that under no circumstances will the total maximum Service Level Credits: (i) for any one month, exceed 100% of the Service Fee for that month; and, (ii) for any given contract year, exceed in the aggregate an amount equal to one- third of the annual Service Fee charged for the contract year (or one third of the total Service Fee charged if the Term as defined in the applicable Order Form is less than one (1) year). Customer acknowledges that the Service Level Credits defined hereunder are the sole remedy for SAP's failure to meet the specified Service Level. 5.6 Termination for Service Level Failure Customer may terminate the applicable Order Form with thirty (30) day's termination notice in writing to SAP, if SAP misses a Service Level as specified in this Supplement for three (3) months in sequence. Customer may exercise this termination right only within thirty (30) days after receipt of the respective Service Level report that documents the applicable Service Level ion right to accrue in Customer. failure that would cause such terminat� Hybris SAP isn't likely to go out of business in the near future. However, our contract states the following: Upon expiration or termination of the Agreement, SAP may destroy or otherwise dispose of any of Customer Data in its possession unless SAP (i) is requested by Customer to extend the term of the Order Form as permitted in the Order Form to allow Customer to retrieve Customer Data, or (ii) receives, no later than thirty (30) days after the effective date of the termination of this Agreement, a written request for the delivery to Customer of the then most recent back-up of the Customer Data. SAP shall use reasonable commercial efforts to deliver the back-up to Customer within thirty (30) days of its receipt of such a written request, provided that Customer has, at that time, paid all fees and charges outstanding and owed at termination. Customer shall pay all reasonable fees and expenses incurred b SAP in returning or disposing of the Customer Data. 106 carahsoft Agreement No. 7434 SOLICITATION # CH16012 VMware C AirWatch Hosted Services AirWatch Business Continuity (BC) strategies include clear policies and procedures as well as robust, regular testing exercises. Our BC recovery strategies for support and maintenance include provisions for workforce mobility, secondary support locations, and defined leadership roles and responsibilities for all recovery staff. • Multiple Support Locations — AirWatch maintains a Global Support Team, which spans multiple offices around the world. This ensures that if a disaster occurs at one of our offices, our remaining Support Team members can provide assistance to our customers. • Mobile Workforce — Should an AirWatch office become inaccessible, all AirWatch employees are equipped with laptops and can access necessary internal resources. • Defined Leadership — During a disaster, roles and responsibilities are assigned to key personnel, and a recovery manager provides leadership and documents the continuity process. Additionally, gme�y contact numbers for'key personneN are rovid'ed for all vendors and su pert staff.. FireEye FireEye has a mature and documented Business Continuity Plan and Disaster Recovery Plan that follows industry best practices that is reviewed and tested annually. The BCP/DRP plan has RPO/RTO timing criteria and other critical business requirements that is available for review if requested in the future. _........ _ ..... — VirtueStream Virtustream has built redundancy into all layers of the physical infrastructure__.. in order to deliver SLAs up to 99.999% and mitigate the risks of a system failure. Additional levels of protection include regular system backups (stored locally and replicated offsite) as well as automatic storage replication to a secondary data center to facilitate the ability to restore operations in the event of a system failure. d. Ability to recover and restore data within 4 business hours in the event of a severe system outage. CA provides an SLA __ ........_—........... of 99.k uptime, which can result in unforeseen outages of —1.5 hours per month. In the event of a failure to meet a SLA threshold , Customer is entitled to a number of days of credit. MAA Using DB clustering technologies, multiple copies of data are maintained helping in recovery of the data. CAA ile We can meet this requirement ASM Data is replicated from the primary (production) to secondary (DR) continuously, In the event of catastrophic loss of live data a failover to the DR site would be necessary, Goo le Google's RTO is zero. ......— _ .. _.......... Virtru See'Virtru Incident & Breach Policy' Salesforce Customer data, up to the last committed transaction, is replicated to disk in near -real time at the designated disaster recovery data center, and backed up at the primary data center. Backups are performed daily at primary data center facility without stopping access to the application. For business continuity purposes, Salesforce supports disaster recovery with a dedicated team and a 4 hour recovery point objective (RPO) and 12 hour recovery time objective (RTO). Additional details can be provided with the execution of an NDA between Salesforce and your Agency. ServiceNow Please see our response for 8.8.1 a QTS As defined in QTS OPS_POL_54_QTS-FCContingencyPlanning—Policy ___.. .._ cy (v1.2 — 2/6114), QTS cloud has identified the following potential accessibility problems: • Network Outage — Short Term • Network Outage — Long Term • _Facility Power or Environmental Outage —Short Term 107 carahsoft Agreement No. 7434 SOLICITATION # CH16012 • Facility Power or Environmental Outage — Long Term • Serious Facility Damage — Short Term • Serious Facility Damage — Long Term or Permanent Both the RIC2 and ATL1 QTS cloud Infrastructure is an Active/Active system and can operate independently of each other indefinitely. If QTS cloud determines that any single event (network, power, facility damage) presents a long- term threat, QTS immediately conducts an emergency meeting and plan to remedy or relocate infrastructure to a viable facility" SAP Ariba Ariba has implemented two sites within each h region. In North America the sites are currently located in San Jose, California and Sterling, VA. In Europe the sites are located in St. Leon -Rot, Germany and Amsterdam, Netherlands. The act of failing over from one site to another has a design goal for its Recovery Time Objective (RTO) of no more than four hours. The design goal for the Recovery Point Objective P is five minutes Fieldglass Fieldglass offers the following: • RTO = No more than 48 hours • RPO = No more than 6 hours. Warm site replica with 1001/16 processing power of original site. Disaster recovery site can run without need from resumption. Hanna See our RTO and RPO info below Hybris For a cloud solution, data backup and restore is handled by SAP.SAP shall follow its archiving procedures for Customer Data as set out in the SAP Hybris Commerce, cloud edition Services Description. In the event of any loss or damage to Customer Data, SAP shall use commercially reasonable efforts to restore the lost or damaged Customer Data from the latest back- up of such Customer Data maintained by SAP in accordance with the archiving procedure described in its SAP Hybris Commerce, cloud edition Services Description. SAP shall not be responsible for any loss, destruction, alteration or disclosure of Customer Data caused by any third party, (except those third parties sub- contracted by SAP to perform services related to Customer Data maintenance and back-up). Both IDS and IPS are included the SAP Hybris Commerce, Cloud Edition The security infrastructure includes firewall security and hardened security policies on all servers. Log management procedures are in -place for log review for firewall, applications, network devices, including file -integrity management. SAP Hybris utilizes technologies from leading security firms for Log Management and File Integrity Management. SAP Hybris employs two - factor authentication across its network. SAP Hybris undergoes vulnerability and penetration testing. SAP Hybris validates against requirements for PCI DSS 2.0. The infrastructure also includes Web Application Firewalls and DDoS Mitigation Services. In addition, security policies and change management policies are in -place ensuring that all access and changes to customer systems and information is accessible only by SAP Hybris staff with access authorization. Security of the software application which is controlled by the Customer (or its implementation partner) remains the responsibility of the Customer. Upon expiration or termination of the Agreement, SAP may destroy or otherwise dispose of any of Customer Data in its possession unless SAP (i) is ... ....__ requested by Customer to extend the term of the Order Form as permitted in _ 109 carahsoft Agreement No. 7434 SOLICITATION # CH16012 o _....... w_..... the Order Form to allow Customer t ...._. ..�.........._. _ retrieve Customer Data, or (ii) receives, no later than thirty (30) days after the effective date of the termination of this Agreement, a written request for the delivery to Customer of the then most recent back-up of the Customer Data. SAP shall use reasonable commercial efforts to deliver the back-up to Customer within thirty (30) days of its receipt of such a written request, provided that Customer has, at that time, paid all fees and charges outstanding and owed at termination. Customer shall pay all reasonable fees and expenses incurred by SAP in returning or disposing of the Customer Data. SuccessFactors TRPO and RTO are defined in the general terms and conditions VMware VMware Response: VMware IaaS Services VMware DR service. We can discuss specific recovery information under NDA to participating entities during task order negotiations as required. AirWatch Hosted Services We can discuss specific recovery information under NDA to participating entities during task order ne otiatons as required. FireEye FireEye has a mature and documented Business Continuity Plan and Disaster Recovery Plan that follows industry best practices that is reviewed and tested annually. The BCP/DRP plan has RPO/RTO timing criteria and other critical business requirements that is available for review if requested in the future. _.._ _._.w. _..... .... ..... . ................. ...._ VirtueStream Basic Plus microVM's are designed for mission -critical workloads and for systems that require DR, addition of reserved compute capacity in a secondary datacenter (i.e. Reserve uVM) and automatic storage replication to facilitate the ability to restore operations in the event of an outage at the primary data center. RPO and RTO for core microVM's are 15 minutes and 2 hours res ectivel . t e Describe your Recovery Point Objective (RPO�) and Recovery Time Objective (RTO) CA -WPM Recovery Point Objective (RPO): Maximum data loss: 24 hours Data that is uploaded, but not backed up within the 24 hours may have to be re- entered Recovery imq Objeotive RTO);_72 hours MAA Recovery Point Objective (RPO): Maximum data loss: 24 hours Data that is uploaded, but not backed up within the 24 hours may have to be re- entered Recayery Time O"ems R 72 hours CA Agile RTO: 2 hours RPO: 12 hours ASM Recovery Point Objective (RPO): Maximum data loss: 24 hours Data that is uploaded, but not backed up within the 24 hours may have to be re- entered Recovery Time Obt¢ve RT 24 hours Goo le RPO/RTO objectives are zero hours.. �..... ...... _� ._ .. W ._._ AODocs AODocs is hosted on Google App Engine which is designed to be highly available. Our standard SLA is 99.5% , Specific financial penalties can be discussed as part of the AODocs license contract. Goole App Engine is running in multiple datacenters on multiple continents. 109 carahsoft Agreement No. 7434 SOLICITATION # CH16012 AODocs data is backed up on a daily basis, and backups are stored on the highly redundant Google Cloud Storage. Backups are retained for at least 90 days Virtru See'Virtru Incident &Breach Polic ' Salesforce For business continuity purposes, Salesforce supports _. pp disaster recovery with a dedicated team and a 4 hour recovery point objective (RPO) and 12 hour recovery time objective (RTO). Additional details can be provided with the execution of an NDA between Salesforce and your A enc . ServiceNow Please see our re spouse for 8.8.1 a QTS QTS DRaaS will support all of your mission -critical application needs and enables you to achieve and RPO of lust seconds. _...._...... a RTO within minutes .� ___ ......�. W..... SAP Ariba See above . ......... _ Fieldglass Fieldglass offers the following • RTO = No more than 48 hours • RPO = No more than 6 hours. Warm site replica with 100% processing power of original site. Disaster recovery site can run without need from resum t 'pan,...... Hanna For disaster Recovery, SAP HEC offers the following RTO & RPO 1. HANA Database RTO -12 hours, RPO - 30 minutes 2. Sybase ASE Database RTO -12 hours, RPO - 30 minutes H bris In the case of catastrophic failure to o _. y p your primary production data center, we offer anywhere from best efforts to enhanced DR solutions. Enhanced DR options translates to either RTO of 8 hours and RPO of 1 hour for a warm standby solution, or RTO of 30 minutes to RPO of 30 minutes for a hot -site. Customers have 3 choices in DR sites: • as part of our base offering, best effort DR, we would bring your site back up in an alternate datacenter which is a minimum of 500 miles away from the primary datacenter. We would actually push your project server images to the alternate datacenter, but we would still need to set up your various interfaces, 3rd party services, etc, which could day a few days. • 2nd would be to have your DR site managed by hybris Managed Services. • 3rd would be to use your own DC as a DR site, We would need to set up a technical call with our combined teams to synch up on the replication strategies. • Our DR services utilizes VMware Site Recovery Manager with storage -based replication. • For enhanced DR, we would include one annual DR test, but more can be added if required. It also includes a customer specific DR and Business Continuity plan. Success Factors Within the contract/subscription agreement, there are provisions for data recovery in the event of disaster. SLA's for RTO (Recovery Time Objective) and RPO (Recovery Point Objective) are defined in the contract. We will prioritize data recovery based upon our contractual obligations for each customer, concernn RTO and RPO. carahsoft _110 carahsoft Agreement No. 7434 SOLICITATION # CH16012 ware VMware IaaS Services Provide the RPO and RTO for DR, point to SLAs for others. RTO — 4 hours or less RPO —15 minutes to 24 hours — time is configurable by user but there is a bandwidth consideration for shorter replication times. VMWare AirWatch AirWatch Business Continuity (BC) and Disaster Recovery (DR) strategies include data and hardware redundancy, network configuration redundancy and backups, and robust, regular testing exercises. • Business Continuity — Our BC recovery strategies for support and maintenance include provisions for workforce mobility, secondary support locations, and defined leadership roles and responsibilities for all recovery staff. o Multiple Support Locations — AirWatch maintains a Global Support Team, which spans multiple offices around the world. This ensures that if a disaster occurs at one of our offices, our remaining Support Team members can provide assistance to our customers. o Mobile Workforce — Should an AirWatch office become inaccessible, all AirWatch employees are equipped with laptops and can access necessary internal resources. o Defined Leadership — During a disaster, roles and responsibilities are assigned to key personnel, and a recovery manager provides leadership and documents the continuity process. Additionally, emergency contact numbers for key personnel are provided for all vendors and support staff. • High Availability and Disaster Recovery — AirWatch features active -passive configurations for high availability and redundancy with all components made to failover with minimal downtime. Load balancing capabilities are deployed across multiple data centers to ensure immediate server pick up, ensuring zero end user downtime. AirWatch also incorporates replication technology featuring SQL log shipping or network SAN byte replication to prevent data loss. Due to FOIA restrictions and the competitive nature of the EMM marketplace, we cannot provide .. ecNc details regarddnq never+ strategies or timelines. FireEye FireEye has a mature and documented Business Continuity Plan and Disaster Recovery Plan that follows industry best practices that is reviewed and tested annually. The BCP/DRP plan has RPO/RTO timing criteria and other critical business requirements that is available for review if re uested in the future. __ _u�_ VirtueStream Virtustream's solution will have a Recovery Point Objective (RPO) of 2 Hours and Recovery Time Objective (RTO) of 30 Minutes for all disaster recovery enabled workloads. The Virtustream Cloud has been designed to deliver continuous operations. The platform is architected to be highly available, with SLAs as up to 99.99%. All infrastructure systems are run in at least an N+1 model and have been designed with no single points of failure. All of the data center facilities and infrastructure has redundant power supplies connected to separate circuits from separate power feeds. Every device is connected via redundant pathways at a LAN/SAN/WAN layer. State of Utah can choose any of our FedRAMP Data Centers to host their applications and the DR location. For illustrative purposes, we have assumed the primary data center will be USDCO2 and DR data center would be USDC01. The State of Utah solution has been designed with all workloads running in our San Francisco (USDCO2) data center. In the unlikely event of a disaster at the USDCO2 facility, State of Utah's production services will be brought back online in the secondary data center located in Northern Virginia (USDC01). The target RPO is 30 minutes for virtual machines with a 2 hour RTO. All production workloads in the primary node will have reserved compute capacity in the secondary node when deployed using Reserve AVMs and replicated storage. All virtual machine disaster recovery services are based on storage replication. The primary and secondary data centers are interconnected by diverse private 10 Gbps Sonet rings from separate Tier I providers — AboveNet and Level 3. Data is rwcated a' nohconouNy and contir�uul between the two data centers. 111 Agreement No. 7434 SOLICITATION # CH16012 Virtustream also performs backups on a nightly basis and replicated offsite for further protection. The retention policies are determined by State of Utah per landscape and will be documented during the on -boarding process. Figure 2. Integrated Disaster Recovery Virtustream's cloud platform includes integrated disaster recovery (30 Min RPO & 2 Hr RTO) and backup. Vio a 'l am. i1�lG�'�ur+ Network Operations Center Fully managedserv:ce udh resource SLAs pVM's Coca CM 9 Replicated Data Center 7ransformanon Coilocation.rCr clients who msh to transition L)ara and applroanon level ... f'ephr-'stlon .. secou,r eel u P r?r eve eu orlrifefq' fr r w a unrrm, Pr rl"y Client Location lAssron Mcal clent workloads i ��y�uarrrrr��' a fY'�,I!'Ic)VI Replicated Data Center Continuously optimized platform Standard client workloads and Business Continuity workloads xStream Portal Single secure Podalfor sell -managing ail con(gurations 8.8.2 Describe your methodologies for the following backup and restore services, a. Method of data backups ................................ ... CA APM Backups are stored on disk only MAA Backups are stored on disk onl , s nc'd between data centers for DR purposes. Agile Full database backups are taken once ........_ CAA g p per week, both to onsite and offsite (our warm data center, not a separate 3rd party) systems. Incremental backups are run nightly. Backups are retained for 21 days after which time they are simply aged out and over- written. In addition, snapshots of database transactions are taken every hour to an disaster recovery site allowing for emergency disaster recovery with maximum of 1.5 hours of data loss due to catastrophic onsite failure (fire in cage, natural disaster, etc. at data center). Backups are tested monthly and a full disaster recovery process to the offsite a lication cluster is tested semi-annually IT �. ...p ASM Backups are stored on disk only, s nc d between data centers for DR ur oses. Google Keeping in mind that Google stores customer data in encrypted chunks or shards on several servers at several data centers backups should not be considered customer specific. Daily backups of each server are performed to encrypted tapes at each data center. Virtru We perform live database replication to a separate redundant database in Oregon and offline as well in a separate Amazon AWS Region ..... ....... _... _ _._..... Salesforce Customer data, up to the last committed transaction, is replicated to disk in near -real time at the designated disaster recovery data center, backed up at the primary data center, and then cloned to the disaster recovery data center. Disaster recovery tests verify our projected recovery times and the integrity of the customer data. carahsoft 112 carahsoft Agreement No. 7434 SOLICITATION # CH16012 ......... ....... Backups are performed daily at each data center facility without stopping access to the ..... application. Backup cloning is transmitted over an encrypted network (our MPLS network across all data centers). Tapes never leave our secure data center facilities, unless they are to be retired and destroyed through a secure destruction process. The backup retention policy is 90 days (30 days for sandboxes). Deleted / modified data cannot be recovered after 90 days (30 days for sandboxes). If customers want a longer retention, they can use the weekly export feature available in the system. ....... ... ._._..... ServiceNow While Advanced High Availability as described in 8.8.1 is the primary means to recover data and restore service in the case of a service disruption, in certain cases it is desirable to use ServiceNow's more traditional data backup and recovery mechanism. This data backup and recovery system works in concert with AHA and acts as a secondary recovery mechanism. ServiceNow stores production instances in two geographically separate regional data centers, with sub -production instances hosted in a single data center. Backups of the two production databases and the single sub -production database are taken everyday for all instances throughout the private cloud infrastructure. The backup cycle consists of four weekly full backups and the past 6 days of daily differential backups that provide 28 days of backups. All backups are written to disk, no tapes are used and no backups are sent off site. All the controls that apply to live customer data also apply to backups. If data is encrypted in the live database then it will also be encrypted in the backups. Regular, automated tests are run to ensure the quality of backups. Any failures are reported for remediation within ServiceNow. _.... �....._ ._....�..._ ._ �.......�. .. ........ QTS QTS operates and manages high-performance, multi -tenant platforms on which customer system and data file backups can be created and retained for rapid restore of files/volumes. Data can be stored on tape or disk, depending on QTS location, and can reside locally in a QTS data center or off -site. If there is a need for off -site data retention, the backup medium is tape. QTS can also replicate the backed up data from the primary site to a secondary (remote) site to address geographically remote storage and DR requirements. Secure: QTS utilizes a separate, secure gigabit backup network with private VLAN security. Physical security is monitored using a priority badge access system to limit access to the tape libraries, disk arrays, servers, and network infrastructure. From the application, the backup software controls access to the data stored on tape, and access security is limited to QTS staff only. Scalable: QTS backup systems are hi hl scalable, and ca aci can be quickly added as needed. _.....W SAP Ariba Our primary data center is Equinix, in San Jose; CA. Ariba's backup data center is CenturyLink in Sterling, VA. We make many copies of our data to insure no data loss happens: Data is stored in databases on high -availability storage disk -based system in primary datacenter Data is copied as backup to high -availability disk storage in the primary datacenter Data is copied to tape and kept in the primary data center Data is copied to tape and kept in an off -site tape storage facility (Iron Mountain) in Union City Data is replicated to databases high -availability storage disk -based system in the backup datacenter Data is copied as backup to high -availability disk storage in the backup datacenter Data is copied to to a and kept in the backup datacenter camhsoft 113 carahsoft Agreement No. 7434 SOLICITATION # CH16012 Data replication to the remote datacenter happens in near -real time. Data is backed up to the backup disks multiple times a day (in each location) Data is written to tape once a day (in each location) These processes and procedures are audited against the ISAE 3402 standard. Our auditor verifies we can restore from these backup methods. Fieldglass All data in the Fieldglass system is stored within our clustered databases. Full backups daily, 15 minute incremental backups, and replication from center to center of backup data continuousl . Hanna The backup of SAP systems in HEC is executed on EMC DataDomain deduplication storage. This is done using EMC Networker for backup and administration. The backoa . Site A are also repljeated to remote Site B. SuccessFactors Data backup is undertaken as follows: storage system snapshots every 24 hours, nightly incremental database backups, and weekly full database backups. These are all standard and provided as part of our hosted service. All backups are stored on disk in the primary and backup data center facilities for 30 days. Database backups are encrypted and stored at a customer's "primary" location, as well as the "alternate" warm -site location for redundancy and disaster recovery purposes. If the customer's primary location is defined as the data center in Amsterdam, NL, then copies of their database would be encrypted and streamed in a secure manner to the data center based in St Leon -Rot, DE, and vice versa. The backup is stored on Storage Area Network systems encrypted with AES-256 bit by encryption appliance. Backups are retained for 30 days. Our Log File Retention Policy is designed to meet or exceed the most stringent industry standards. Archiving of data is the customer's res onsibility. VMware VMware will provide the following services to participating entities with respect to Data Recovery: -Data protection, such as routine backups, for the vCloud Air infrastructure, including top -layer management and user -management interfaces owned and operated by VMware. -Data and infrastructure restoration for the vCloud Air infrastructure, including top -layer management and user -management interfaces owned and operated by VMware. Participating entities will be responsible for the following services with respect to Data Recovery: -Data protection, such as routine backups, for the data and content accessed or stored on vCloud Air virtual machine's or storage devices, configuration settings, etc. -Data, content, virtual machine and configuration restorations for assets accessed or stored on your vCloud Air account. Data Protection is an optional service that provides secure, image -based backup and recovery capabilities that enable you to protect important virtual machine data and content hosted in your vCloud Air IaaS environment. Through the Data Protection administration interface available in the vCloud Air Console, vApps and their virtual machine members can be selected for policy -based backup and recovery operations. Data Protection feature subscription and activation may be requested via My VMware and is subject to additional service fees based on the amount of backup data capacity. Backup data capacity for the service is measured in front end terabytes (FETB). Once activated, vApps and their virtual machine members may be registered and unregistered with Data Protection features on a self-service basis through the vCloud Air Console. As part of this service, VMware will: -Implement and maintain central service components (backup software appliances, backup and archival storage media and associated network topologies) needed to support Data Protection features. -Perform routine configuration, maintenance and optimization services on behalf of the Data Protection environment and in conformance with industry best practices. Agreement No. 7434 SOLICITATION # CH16012 _........ .. P g capacity ._ ........ Allocate requisite backup storage based on ca acI selections made at the time of subscription enrollment. •Guarantee storage locality per geographical region for all backup data. -Provide necessary Data Protection service reporting as it is requested. Participating entities will be responsible for: -Subscribing to Data Protection as an add -on feature via My VMware and selecting an amount of backup storage capacity commensurate with your requirements. -Creating custom backup protection policies that may include, but are not limited to: affinity settings per VDC, scheduling, and retention periods. -Registering and unregistering individual vApps and their virtual machine members for scheduled backups using Data Protection. -Performing any on -demand backups per vApp and its virtual machine members. -Performing in -place or out -of -place restores per vApp and/or individual virtual machine. -Managing any in -guest recovery tasks, including restore operations at the operating system, file systems and/or any application level. -Managing backup storage capacity and consumption that may include, but is not limited to: activity reporting, ordering additional storage capacity via My VMwareTM and deleting any backup data in inventory to free up space. _ FireEye All backup and restore procedures are in compliance with SOC 2 specifications. Data and server IT __ ima es are backed up dlpitally and re licated to datacenters in geographicali different locations. VirtueStream Virtustream performs backups on a nightly basis and replicated offsite for further protection. The retention policies are determined by State of Utah per landscape and will be documented during the on -boarding process. Virtustream provides OS level files are protected with a File System backup and then protect the application with an integrated solution. Some of the databases would dump to a flat file format and ........ those files would be protected with the standard file system backuo. b Method of server Image backups M................ ____ APM N/A MAA Automation tools are used to manage the configurat! on"...-- Of Of MAA internal servers, and b can e used for recover. _... ... .. CA Agile Systems are not backed up as we have determined rebuilding is faster than restoring. Chef and he ASM Automation manage et systems arre used tomanagehte configuration of ASM nter al serversuration cookbooks are , ups and can be used for recovery. Virtru All ima es are backed u onto cloud storage 9 p ��. P _._.... p systems ._.� t Salesforce Each server has been allocated a different volume group so It can fall over � p aeon o se arate provider s s to its backup server within the instance Independently of the others. ServiceNow Please see our reonse to 8.8.2a _ ww QTS Your data storage requirements are growing exponentially and a scalable comprehensive solution for storage and data protection is absolutely necessary in today's marketplace. Implementing and managing this necessary storage infrastructure to meet both your application and compliance requirements can be extremely time consuming and costly. Outsource your storage needs to QTS. With our portfolio of high-performance and cost-effective managed storage services, your data will be secure and guaranteed to be available when you need it. By leveraging market leading hardware and software, coupled with certified processes and crsonral„ QTS delivers dependable, auditable solutions. 115 Agreement No. 7434 SOLICITATION # CH16012 Managed SAN (Shared and Dedicated)- a fast, reliable Fibre Channel (FC) and iSCSI SAN attached storage solution that easily scales to meet your business requirements. SAN-to-SAN Replication - provides block level asynchronous replication of your Managed SAN FC service between two of our state-of-the-art data centers for our disaster recovery needs. SAP Ariba See above Fieldglass Fieldglass does not run server image backups All systems are designed to be created through a series of templates and scripts. .................. Hanna The defined backup package includes a file system, operating system files, and the database backup. The frequency in which the backup is executed varies for each of the components mentioned above. This depends on the standard HEC service schedules and the service levels agreed on with the customer. W VVMware will p g _ . ._m.....- VMware will provide the following services to participating entities with respect to Data Recovery: -Data protection, such as routine backups, for the vCloud Air infrastructure, including top -layer management and user -management interfaces owned and operated by VMware. -Data and infrastructure restoration for the vCloud Air infrastructure, including top -layer management and user -management interfaces owned and operated by VMware. Participating entities will be responsible for the following services with respect to Data Recovery: -Data protection, such as routine backups, for the data and content accessed or stored on vCloud Air virtual machine's or storage devices, configuration settings, etc. -Data, content, virtual machine and configuration restorations for assets accessed or stored on your vCloud Air account. Data Protection is an optional service that provides secure, image -based backup and recovery capabilities that enable you to protect important virtual machine data and content hosted in your vCloud Air IaaS environment. Through the Data Protection administration interface available in the vCloud Air Console, vApps and their virtual machine members can be selected for policy -based backup and recovery operations. Data Protection feature subscription and activation may be requested via My VMware and is subject to additional service fees based on the amount of backup data capacity. Backup data capacity for the service is measured in front end terabytes (FETB). Once activated, vApps and their virtual machine members may be registered and unregistered with Data Protection features on a self-service basis through the vCloud Air Console. As part of this service, VMware will: -Implement and maintain central service components (backup software appliances, backup and archival storage media and associated network topologies) needed to support Data Protection features. -Perform routine configuration, maintenance and optimization services on behalf of the Data Protection environment and in conformance with industry best practices. -Allocate requisite backup storage based on capacity selections made at the time of subscription enrollment. -Guarantee storage locality per geographical region for all backup data. -Provide necessary Data Protection service reporting as it is requested. Participating entities will be responsible for: -Subscribing to Data Protection as an add -on feature via My VMware and selecting an amount of backup storage capacity commensurate with your requirements. -Creating custom backup protection policies that may include, but are not limited to: affinity settings per VDC, scheduling, and retention periods. -Registering and unregistering individual vApps and their virtual machine members for scheduled backups usina Data Protection. 116 Agreement No. 7434 SOLICITATION #t CH16012 -Performing any on -demand backups per vApp and its virtual machine members. -Performing in -place or out -of -place restores per vApp and/or individual virtual machine. -Managing any in -guest recovery tasks, including restore operations at the operating system, file systems and/or any application level. -Managing backup storage capacity and consumption that may include, but is not limited to: activity reporting, ordering additional storage capacity via My VMwareTM and deleting any backup data in inventory to freed space,. ....... _ . ............ FireEye All backup and restore procedures are in compliance with SOC 2 specifications. Data and server -images are backed a Lftbq and replicated to datacenters in 9gographically different locations. VirtueStream OS level files are protected with a File System backup and then protect the application with an integrated solution where available. Otherwise databases would dump to a flat file format and those files would be protected with the standard file system backup. Additionally, core microVM's are automaticalt r replicated to a seconda datacenter for DR purposes. ...... 1 C. Digital location of backup storage (secondary storage„ tape„ etc.) 1111 � CA APM Backups are securely replicated to an alternate location (within the same geographic location (e.g. N. America MAA Daily differential and full backups reside in the primacy site with weekly data backups residing offsite. CA Agile Backups are stored in our warm data center, ASM CA has an alternate site approximatelv 900 miles from our primary site. Google Virtru All backup storage is hosten in two separate cloud storage regions Salesforce Backups are performed daily at each data center facility without stopping _ - access to the application. Backup cloning is transmitted over an encrypted network (our MPLS network across all data centers). Tapes never leave our secure data center facilities, unless they are to be retired and destroyed through a secure destruction_process. ServiceNow Please see our response to 8.8.2a QTS Managed Tape Rotation and Off -site Storage This service provides off -site storage for data backup, and helps many customers who must store data separately from a primary IT site to comply with various laws and regulations. QTS has contracted Iron Mountain — a nationally recognized leader in off -site data storage services — to move the data storage media (tapes) to and from a secure, off -site location. The service enables data security, integrity, and restoration in the event of an outage. Off -site data storage via tape ensures that a customer's information is securely stored in multiple locations. In the event of an emergency, QTS and Iron Mountain deliver the customer's media back to their IT environment or wherever they request delivery. Secure: QTS staff adheres to storage -industry best practices and security procedures. QTS facilities have earned SSAE16-SOC1 accreditations. All media is maintained in a secure environment and locked in secure media containers during transition from the QTS environment to the off -site storage location. Compliance and Tracking: QTS's partnership with Iron Mountain provides the ability to offer logging and tracking information about the customer's off -site media via the SecureSync Web SAP M Ariba I See above carahsoft ii1 Agreement No. 7434 SOLICITATION # CH16012 Fieldglass Fieldglass houses all backup data vaults within its production data centers. Replicas of the vault are performed continuously across data centers more than 1,000 miles apart SuccessFactors All data is backed up to the secondary site and can be restored from there in the event of a disaster recovery event at the primary site. _.._..._y._.. e P 9 o..._.. disk VMware VMware vCloud Air Data Protection rovides backup storage to di _.. FireEye All backup and restore procedures are in compliance with SOC 2 specifications. Data and server .. c __......_ data centers in geo�pra hicall dy ifferent locations. VirtueStream Virtustream performs bacgkups on a nightly bass ._ .._... and replicated offsite for further protection. The retention policies are determined by State of Utah per landscape and will be documented during the on -boarding process. Backup data is stored on local enterprise class disk storage systems and can be replicated to systems in a secondary Virtustream datacenter. All of Virtustream backup is disk based solution. Encryption keys are generated at the time of backup application install on the Client VM(s). Encryption keys are at least AES-128 but can be AES-256. Keys are stored on the backup system databases using the encryption key management tool, the data about the keys on the database is in a unreadable format and cannot be decrMed d. Alternate data center strategies for primary data centers within the continental United States _. ........ ................. CA APM The location where data is stored is generally in the country where the contract is executed. MAA e MAA service is currently available from one data center one,..... CA Agile We have a hot/warm data configuration with both data centers located within the US but —1300 miles apart ASM__i_ASM has a warm sta ndby with near time data replication between the data centers. t u Google Google does no ....... use the N+1 data center assignment due to the risk of cascading failures. Google's infrastructure makes a dynamic decision for each unique login session which data center is the closest, most highly available data center and which data centers will be used as secondary and tertiary. This assignment would shift for that session throughout the day based on availability and is done com le�tely seamless to the end user. Virtru We utilize multiple availability zones in AWS, and backup all data stored in our database to separate datacenters_ Salesforce Customer Data for customers in Salesforce's Government Cloud is stored in two of our U.S. data center locations. The Salesforce service performs near real-time replication at each data center and annual disaster recovery tests for the service verify the projected recovery times and data replication between the production data center and the disaster recovery center. The disaster recovery site is a 100% replica of the primary production site of capacity (host, network, storage, data). Data is transmitted between the primary and disaster recovery data centers across encrypted links. Additionally, back- ups of data are performed and data is retained on backups at the geographically separated disaster recovery data center location. ServiceNow Please see our response to 8 8.2a QTSThe QTS lou d alternate storage sites are located at the following data centers: Richmond VA, Atlanta, GA, and Suwanee, GA. The entire QTS cloud is a unified standalone Active cloud architecture and is backed up in both Atlanta and Richmond to include: Customer data in the Service Delivery Hypervisor Cluster, and; CloudHyH r ep rvisor Management Infrastructure and Configuration backups. carahsoft 1119 Agreement No. 7434 SOLICITATION # CH16012 The QTS cloud Security documentation is backed up in alternate site located Suwanee, GA to include: Software/operating Systems, Configuration Data and Security Documentation QTS cloud Management Infrastructure and Configuration Data: Richmond, VA: The Richmond Cloud Management Layer (Cloud Hypervisor Management Cluster) and Customer data in the Service Delivery Hypervisor Cluster, and Configuration data is backed and staged locally in Richmond on the management layer then backed up across the Site -to -Site Management VPN to Atlanta, GA. This process is separate and independent of the Customers Service Delivery Layer. Atlanta, GA: The Atlanta Cloud Management Layer (Cloud Hypervisor Management Cluster) and Configuration data is backed and staged locally in Atlanta on the management layer then backed up across the Site -to -Site Management VPN to Richmond, VA. This process is separate and independent of the Customers Service Delivery Layer. This process maintains both local and remote management layer data and configuration backup for both locations. Suwanee, GA: software/operating systems, configuration data and security documentation at Rocstor Rocsecure Amphibious X7s with Secure -Encrypted Two -Factor Authentication, Utilizing AES-256 CBC Real -Time Hardware Encryption, with NIST and FIPS 140-2 Certified Cryptographic Modules, in a firerated safe located at Suwanee, GA. SAP Ariba We have a warm site for failover. E uimx Our primary data center is located in San Jose, California and our disaster recovery site is located at CenturyLink Data Center in Sterling, Virginia. The act of failing over from the main data center to the recovery site data center has a design goal recovery time objective (RTO) of four hours. The design goal Recovery Point Objective (RPO) is five minutes. In the event of a fail -over to the disaster recovery site location, all URLs that customers use to reach the San Jose data center will continue to work. We will notify customers via their email addresses in the event of unplanned downtime. Internally, we use a documented system recovery plan that outlines the approach and steps for recovering the applications. The document defines roles and responsibilities in the event of disaster: Local staff maintains the hardware remotely We maintain the application software Processes are in place to keep database and fileservers in sync between primary and backup data centers In the event of a catastrophe, we will declare the primary data center ""down and our local staff will follow a script to start the applications at the remote data center We test power outage backup scenarios and the Disaster Recovery Plan on a periodic basis. Fieldglass Please see the answer to Question 8.8.2A. above. Fieldglass' backup data center is located in San Jose, CA. _..._. _ _......... Hanna The backup of SAP systems in HEC is executed on EMC DataDomain deduplication storage. This is done using EMC Networker for backup and administration. The backups on Site A are also replicated to remote Site B. For example, site A &B may be Santa Clara, CA and Sterling, VA, respective . _..... ._.... .._.... _.. Hybris In the case of catastrophic failure to your primary production data center, we offer an here from best efforts to enhanced DR solutions. Enhanced DR carahsoft 119 carahsoft Agreement No. 7434 SOLICITATION # CH16012 options translates to either RTO of 8 hours and RPO of 1 hour for a warm standby solution, or RTO of 30 minutes to RPO of 30 minutes for a hot -site. Customers have 3 choices in DR sites: • as part of our base offering, best effort DR, we would bring your site back up in an alternate datacenter which is a minimum of 500 miles away from the primary datacenter. We would actually push your project server images to the alternate datacenter, but we would still need to set up your various interfaces, 3rd party services, etc, which could day a few days. • 2nd would be to have your DR site managed by hybris Managed Services. • 3rd would be to use your own DC as a DR site, We would need to set up a technical call with our combined teams to synch up on the replication strategies. • Our DR services utilizes VMware Site Recovery Manager with storage -based replication. • For enhanced DR, we would include one annual DR test, but more can be added if required. It also includes a customer specific DR and Business Continuity plan. SuccessFactors Each client has a designated primary and backup data center which is geographically separated as well as existing on different power and telecommunications cgrids.� VMware Customers can purchase Rackware to providegeographical HApand COOP but this s p p s service is not provided as a core capability of vCA or vCGS. VMware AirWatch AirWatch backs up the production environment from the primary US data center to the secondary US data center. Due to FOIA restrictions and the competitive nature of the EMM landscape, we cannot provide additional backupschedulin or image securi rocedures� FireEye All backup and restore procedures are in compliance with SOC 2 specifications. Data and server Ima es are back ed up digitally and replicated to datacenters in geograhically different locations. VirtueStream State of Utah can choose any of our FedRAMP Data Centers to host their applications and the DR location. For illustrative purposes, we have assumed the primary data center will be USDCO2 and DR data center would be USDC01. The State of Utah solution has been designed with all workloads running in our San Francisco (USDCO2) data center. In the unlikely event of a disaster at the USDCO2 facility, State of Utah's production services will be brought back online in the secondary data center located in Northern Virginia (USDC01). The target Recovery Point Objective (RPO) is 30 minutes for virtual machines with a 2 hour Recovery Time Objective (RTO). All production workloads in the primary node will have reserved compute capacity in the secondary node when deployed using Enterprise Reserve NVMs and replicated storage. All virtual machine disaster recovery services are based on storage replication. The primary and secondary data centers are interconnected by diverse private 10 Gbps Sonet rings from separate Tier 1 providers — AboveNet and Level 3. Data is replicated asynchronously and continuously between the two data centers. Virtustream also performs backups on a nightly basis and replicated offsite for further protection. The retention policies are determined by State of Utah per landscape and will be documented during the on -boarding process. 8.9 Data Protection 8.9.1 Specify standard encryption technologies and options to protect sensitive data, depending on the particular service model that you intend to provide under this Master Agreement, while In transit or at rest �CA .....__ APM All data is encrted via TLS Mutual Auth during transit carahsoft 120 carahsoft Agreement No. 7434 SOLICITATION # CH16012 MAA HTTPS/TLS encrypts the data in -transit. Sensitive data rest is encrypted using native encryption of SQL and NoSQL vendors. CA Agile All data in transit is encrypted - we support TLS 1+. For data at rest we have both database and disk level encryption. DB encryption utilizes Oracle TDE w/ AES-256. ASM .�._.. All data..t......�..... �..�. _.. transmitted between data centers is encrypted in -transit. HTTPS/TLS is used �....... b the ASM dashboard and API, Google All connections from customer end point devices to Google's Front End Servers are encrypted with enforced HTTPS sessions using Forward Secrecy. Google websites and properties use robust public key technologies: 2048-bit RSA or P-256 ECDSA SSL certificates issued by a trusted authority (currently the Google Internet Authority G2). All data in transit between Google's Data Centers traverses across Google's private fiber network using a customized, proprietary encryption technology. Google hard drives leverage technologies like FDE (full disk encryption) and drive locking, to protect data at rest. These methods of encryption are fully managed by Google and Google's Key Management Servers based on 128-bit or stronger Advanced Encryption Standard (AES). Encryption Keys and Ciphers Supported by Google Protocols TLS 1.2 TLS 1.1 TLS 1.0 SSL 3.04 QUIC Cipher suites ECDHE RSA with AES ECDHE—RSA with 3DES ECDHE_ECDSA RSA with AES RSA with 3DES Signing keys RSA 2048 ECDSA P-256 Hash functions SHA384 SHA256 SHA1 MD5 AODocs All data in transit is encrypted via SSUTLS Vendor interfaces are available only via HTTPS Email is exchanged via SMTPITLS All AODocs data are stored in Goo le aft i�ne. Virtru AES-256 in CBC mode, TLS 1.2 ECDHE Salesforce Encryption Capabilities Salesforce has many customers that are subject to laws pertaining to the processing of personally identifiable information (PII) or personal data. Salesforce offers its customers a broad spectrum of functionalities and customer -controlled security features that its customers may implement in their carahsoft 121 carahsoft Agreement No. 7434 SOLICITATION #t CH16012 _._. .... _.............. ........ ......................... respective uses of the Salesforce services. Salesforce believes that these provide its customers the flexibility to comply with laws with stringent privacy and security requirements. Data In Motion All transmissions between the user and the Salesforce Services are TLS encrypted with a 2048-bit Public Key. The Services use International/Global Step Up TLS certificates, with AES 256-bit encryption by default. Data At Rest Salesforce includes a feature to encrypt custom text fields (ECF): The fields can be masked appropriately for specific data types (i.e., credit card number, Social Security Number, National Insurance Number, Social Insurance Number). Access to read the masked parts of the fields is limited by the ""View Encrypted Data permission, which is not enabled by default. Customers can manage their encryption key based on their organization's security needs and regulatory requirements. Encrypted fields are encrypted with 128-bit keys and use the AES (Advanced Encryption Standard) algorithm. Additional Salesforce Encryption Capabilities Apex Code extends the powerful and proven success of the Force.com platform by introducing the ability to write code that runs on Salesforce servers. This language makes possible the development of a new class of application and features deployed entirely on demand. Using Apex, your Agency can create user interface classes that utilize the Apex crypto class to encrypt field level data up to AES 256-bit encryption. Third Party Encryption Solutions (Additional License Option) Should additional encryption be required, third party solutions such as CipherCloud, Skyhigh, and PerspecSys are available on the Salesforce AppExchange. These solutions offer data loss prevention, user activity and monitoring, malware protection, as well as data protection with encryption and tokenization. Data can be encrypted and masked at rest, keys managed and stored in p _ ...._ Salesforce, and compliance controls to revent unauthorized access to data and keys. ServiceNow ServiceNow makes use of encryption for both data in transit and data at rest. ServiceNow provides optional capabilities with regard to the encryption of data at rest within the system, which customers can apply at their own discretion. Encryption in Transit ServiceNow customers access their instances over the Internet using forced Transport Layer Security (TLS) encryption (AES128/256) for all user access. The level of encryption is based on the browser and must be configured by the customer as ServiceNow does not modify any browser settings. All attempts to access ServiceNow over HTTP are redirected to HTTPS. Integration Encryption For integrations such as LDAP and Web Services, ServiceNow provides customers with the ability to encrypt traffic. LDAP can be configured to run over SSL, this requires customers to provide a certificate for the specific LDAP server. Certificates may also be stored within an instance to allow encrypted transmission for Web Services integrations. FTPS and SCP can be used as file transfer methods to securely transfer files to ServiceNow. Email Encryption Customers may configure their instance to generate emails to their users from the instance. ServiceNow provides the caabili to receive email over TLS. Customers are able to configure their carahsoft 122 carahsoft Agreement No. 7434 SOLICITATION # CH16012 .......... _ ____ _ _.. _ ....... email system to send email to ServiceNow over TLS and ServiceNow will receive that email over TLS. Encryption at Rest ServiceNow can provide three types of encryption for data at rest that are implemented by the customer or by customer request in the case of edge encryption and dedicated hardware. -Column encryption of customer added fields and attachments: Provides data encryption using AES128/256 or 3DES symmetric key encryption. The customer provides the keys for this encryption. Data stored in these fields cannot be searched or reported on and this does not support out of the box fields. -Edge Encryption Proxy: With optional additional cost Edge Encryption, the customers create and control their encryption keys within their own network. Edge Encryption includes a proxy application that resides in a customer's network. This encrypts data before it is sent (also encrypted in transit) from the customer's environment to the ServiceNow instance. The data always remains encrypted whilst stored in the instance and the data along with the keys and the encryption configuration is never accessible by ServiceNow. Requests for encrypted data must also be made through the proxy application and is therefore decrypted only within the customer's network before being sent to their end users client browser. Please note that data encrypted with Edge encryption cannot be used by back -end scripts or processes and searching and reporting behavior is also modified through its use. -Full disk encryption: Provides via self -encrypting hard drives with AES256 bit encryption. This encryption capability is only available through the purchase of dedicated ServiceNow hardware at an additional cost. This delivers "at -rest" protection only and is focused solely on preventing data exposure through the loss or theft of hard disks holding customer data. Wherever possible, ServiceNow leverages existin Flg PS 140-2 certified technologies Docusign Secure, private SSL 256 bit viewing session Anti -tampering controls Signature verification of signing events Unalterable, systematic capture of signing data Digital certificate technology Customer configurable data retention program SAP Ariba We enforce minimum AES 128-bit encryption using Transport Layer Security (TLS) for all sessions. We encrypt only PCI-DSS data in the database where appropriate and in support of PCI-DSS compliance. All backup media is en tee using AES 256 bit ciphdr for to trans oriarng_to off -site stora ems_ Fieldglass Our application provides a high level of application -level security through a combination of encryption, page -level access checking, document envelopes, and activity logging. Application security is handled through a combination of programming checks, application server configuration, and database server configuration. Fieldglass uses 2048-bit SSL (HTTPS) encryption for all data transmissions over the public Internet, including data shared between the product and end users and data shared between the product and back -end systems. Data is decrypted on the internal VLAN to allow IDS monitoring. Passwords are hashed using a one-way hash based on the SHA-256 encryption algorithm. The hash value is saved within the database; not the password. The base Fieldglass application does not require data that would require breach notifications if compromised. While customers should not store sensitive personal data, custom fields may be defined by the customer that can be encrypted with AES-256 to capture any pertinent and permissible data points. These fields can also be optionally masked from view while entering and viewing the fields in the application . carahsoft 123 carahsoft Agreement No. 7434 SOLICITATION # CH16012 ........... . ........ __ ...... ........ .....�......... ..- Hanna Initial encrypted data load - physical encrypted data transfer possible Encrypted connection to HEC DC - SAP solutions support various VPN-device vendors and specifications that can be used to setup a secure and encrypted tunnel between cloud solutions from SAP on the customer network segment and the customer site. Optional Data at Rest encryption - HANA encryption at Rest activated during system build upon request. Moreover data at rest is properly protected against unauthorized access, these controls include -Physical security controls in SAP HEC Datacenters in place -Physical separation of "online" storage and backup (physically separated DC sections) -Strict User and Access Management (segregation of duties) -Authorization Management according to the need to know principle also for administrative accounts, e.g. DBAs have limited authorizations to perform DB operation only -Security Logging and Security Monitoring for critical activities / access Optional encryption in transit can be configured on customer request which retygres a different subset ' bset of DC's from delivery perspective. _mmm Hybris Encryption is provided through SSL connectivity at the web application layer as well as VPN secure encrypted tunnel for back -office integration connectivity. Further encryption capabilities are available through the hybris Advanced Security Module (optional SuccessFactors All data in the system is treated as highly sensitive information. The application and infrastructure offers Strong Encryption, Encryption in Transit and Encryption at Rest, including the following (some of these are options that are not included in the base services): Transport Layer Security (TLS) technology, consisting of a public key and a private key, to protect sensitive information. The public key is used to encrypt information and the private key is used to decipher it. When a Web browser points to a secured domain, a handshake authenticates the server (website) and the client (browser). An encryption method is established with a unique session key. Customers may then begin a secure session that facilitates message privacy and integrity. Hitachi SAN storage arrays provide a reliable safe, secure data storage environment. We use AES-256 bit encryption to secure data at the block level of our storage systems. Backups are performed ""disk to disk"". Data is transported over 3DES VPN and stored on enptetl disk using Data Domain replication technolo VMware ...._ ��_�.I VMWare IaaS Services Data in transit will be encrypted based upon the customers selected method of transport (SSL or IPSEC VPN). Data at rest encryption is the responsibility of the customer. By example HyTrust is an endpoint encryption choice for many vCloud Air customers. VMWare AirWatch AirWatch leverages strong, non-proprietary encryption algorithms to protect applicable data at rest and in transit. Due to FOIA restrictions and the competitive nature of the EMM landscape, we cannot provide specific encryption algorithms and protocols. FireE a Each of the FireE a offered solutions have their own and y y implementations and practices concerning ency on: carahsoft 124 carahsoft Agreement No. 7434 SOLICITATION # CH16012 1.Email Threat Prevention (ETP) ETP offers TLS encryption support for data in transmission. ETP only stores email found to contain malware or malicious content and does not encrypt this data. 2.Mobile Threat Prevention (MTP) All data in transit is protected using standard TLS encryption. The database itself is not encrypted. However, all systems are under strict security and access control rules, in compliant with SOC 2 regulations. 3.Threat Analytics Platform (TAP) All data in -transit between a customer environment and TAP instance in Amazon AWS is encrypted with a 256-bit Twofish key. No customer data is stored on disk, however data stores leverage Amazon AWS S3 encryption settings. 4.FireEye as a Service (FaaS CV) FireEye appliance communications, and FireEye as a Service (FaaS) non -person entity (NPE) secured inter -process communications employs industry standard HTTPS encrypted web interfaces, and multifactor SSH management access for the end -to -end protection of sensitive customer data. In addition, FaaS communicates with FireEye appliances with additional layers of protected symmetric e channels h for information. VirtueStream Encryption keygenerated at of backup application install on the Client VIV(s). Encryption keys are at least AES-128 but can be AES-256. Keys are stored on the backup system databases using the encryption key management tool. The data about the keys on the database is in an unreadable format and cannot be decrvoted. 8.9.2 Describe whether or not it is willing to sign relevant and applicable Business Associate Agreement or any other agreement that may be necessary to protect data with a Purchasing Entity, purpose p Quid bwillingto sign Business Associate Agreements or similar agreements that are set forth with a ur se of protecting customer data. .......r 8.9.3 Offeror must describe how it will only use data for purposes defined in the Master Agreement, participating addendum, or related service level agreement. Offeror shall not use the government data or government related data for any other purpose including but not limited to data mining. Offeror or its subcontractors shall not resell nor otherwise redistribute information gained from its access to the data received as a result of this RFP. Hgreea ana unaerstooa. Uarahsott and its' subcontractors will not use any government data for purposes other than those outlined within the frameworks of this contract. 8.10 Service Level Agreements 8.10.1 Offeror must describe whether your sample Service Level Agreement is negotiable. If not describe how it benefits purchasing entity's not to negotiate your Service Level Agreement. 125 carahsoft Agreement No. 7434 SOLICITATION # CH16012 _... _..._._._ _ . ....... Salesforce Salesforce does not typically offer Service Level Agreements as part of the base service offering. Our approach is to offer a service with high availability and fast resolution of problems. If a customer requires an SLA it will be negotiated separately. The persistence layer underlying Salesforce Platform is proven database technology that powers all of Salesforce's products today, serving more than 150,000 organizations and over 4 billion transactions per day with an average request response time of less than .25 seconds all with an average up time of 99.9+ percent. Salesforce uses commercially reasonable efforts to make its on -demand services available to its customers 24/7, except for planned downtime, for which Salesforce gives customers prior notice, and force majeure events. Excellent availability statistics are critical to Salesforce's customers' success and to the success of Salesforce as a company. Live and historical statistics on the Salesforce system performance are publicly published at hftp://trust.salesforce.com/trusYstatus. Salesforce has maintained high levels of availability across all Salesforce instances since inception. As the only on -demand vendor to provide daily service -quality data on a public Web site (http://trust.salesforce.com), Salesforce proves that we are the leader in availability. And by making its track record completely transparent, Salesforce proves we are worthy of our customers' trust. To ensure maximum uptime and continuous availability, Salesforce provides the best redundant data protection and most advanced facilities protection available, along with a complete data recovery plan -all without affecting performance. ServiceNow ServiceNow's SLA is not negotiable. ServiceNow delivers the same level of world -class support to all customers as described in the "Subscription Service Guide" included with this response. ServiceNow's homogeneous private cloud environment where all applications are on a single platform offers ServiceNow a competitive advantage in being able to concentrate its efforts to make the customer's user experience the best possible. The ServiceNow environment is a private cloud, fully owned and operated by ServiceNow. ServiceNow's experience & understanding of its private cloud and the benefits provided by a consistent infrastructure and standardized processes allow it to provide a high level of security, �a�vail,ability, p eliable manner. and erformance in a cost effective and rDocusicgn es LA's can be modified per contractual agreement, __... _. SAP Ariba Our SLAs are not negotiable. As mentioned above, the SAP Ariba Cloud Service Level Agrreement includes a 99.5% uptime. ........ ...... . Fieldglass Our SLA is designed to (i) meet the expectations of our customers and (ii) fit with our operational protocols and capabilities. Because of this our ability to make significant changes to the SLA is limited. However, we are always willing to work with a customer to try and determine how our SLA can address ....a_particular business. Hanna Our SLAs are not negotiable for Support. Under our SLA, System Availability is 99.5% during each month for productive systems. Customers may claim a credit of 2% of Monthly Subscription Fees for each 1 % below SLA (not to exceed 100% of Monthly Subscription Fees). This credit may be applied to a future invoice relating to Cloud Service that did not meet the System AvailabilitSLA.� Hybris Our SLAs are not negotiable for Suppor t. _ Under our SLA, System Availability is 99.5% during each month for productive systems. Customers may claim a credit of 2% of Monthly Subscription Fees for each 1 % below SLA (not to exceed 100% of Monthly Subscription Fees). This credit may be applied to a carahsoft 126 carahsoft Agreement No. 7434 SOLICITATION # CH16012 future invoice relating to Cloud Service that did not meet the System Availabili SLA. SuccessFactors Our SLAs are not negotiable for Support. Under our SLA, System Availability is 99.5% during each month for productive systems. Customers may claim a credit of 2% of Monthly Subscription Fees for each 1 % below SLA (not to exceed 100% of Monthly Subscription Fees). This credit may be applied to a future invoice relating to Cloud Service that did not meet the System Availability SLA. VMware VMware's SLAs are specific to the product or service, and are subject to the product's Terms of Service (which are also provided). The SLA is specific to the product rather than to the customer, to define the expected availability and recourse should the product not meet the stated availability levels. VMware's existing customers include Federal, State and Local government customers as well as commercial customers, who successfully utilize our products in accordance with the current SLA and Terms of Service and their applicable, mandatory laws and regulations. Accordingly, VMware is confident that the existing SLA meets the state and local government requirements, as it is being utilized currently. VMware IaaS Services To best work with our customers and improve our terms in alignment with market requirements, VMware is willing to review the terms of its SLA during negotiations of the Participating Addendum to identify how the existing SLA meets the state's applicable and mandatory laws and regulations. If it becomes apparent to the parties that it is necessary to revise VMware's SLA to comply with the state's applicable and mandatory laws, VMware will enter into discussions about how to best address these requirements Vmware SaaS Services VMware AirWatch AirWatch Service Level Agreements are non-negotiable. AirWatch has a guaranteed uptime SLA of 99.9%. Please refer to the AirWatch Hosted Services Policy for additional information. VMware AirWatch acknowledges that if it is awarded a contract under the RFP that it will annually certify to the Lead State that it still meets or exceeds the mandatory minimum requirements and technical specifications of the RFP. FireEe ITmm� SLAs are negotiable. VirtueStream Virtustream's Service Level Agreement is generally not negotiable. Our SLAs are one of the strictest in the market place. To change the SLA would mean either changing the design or create operational disruption and higher cost by engaging in non-standard processes and practices. For example, Virtustream's SLA for Tier 1 storage is 10 ms latency. For Virtustream to change this latency means changing the design for Tier 1 storaae. 8.10.2 Offeror, as part of its proposal, must provide a sample of its Service Level Agreement, which should define the performance and other operating parameters within which the infrastructure must operate to meet IT System and Purchasing Entity's requirements. below is a sample of virtustream's Service Level Agreement: SERVICE LEVEL FRAMEWORK The service levels ("Service Levels") applicable to the Services specified in Sections 1 and 2 are set forth in Schedule B to this SD ("Service Levels for Cloud Platform Services"). The framework that governs all Service Levels is set forth in this Section. Commencement of Service Levels Commencing thirty (30) days from the Service Start Date (as set forth in the applicable Order Form), Virtustream's performance of the Services will meet each applicable Service Level. If Virtustream's performance of the Services carahsoft 127 carahsoft Agreement No. 7434 SOLICITATION # CH16012 does not meet the applicable Service Level, then Virtustream will use commercially reasonable efforts to restore its performance to meet such Service Level. Service Level Reports Service Levels will be calculated and measured monthly by Virtustream on a calendar month basis and reported each month for the previous month. The reports will be provided to Customer by the tenth (10th) working day of the month following that to which such report relates, commencing on the second (2nd) month following the Service Start Date and each month thereafter. The monthly service level report will contain at least the following items: (i) Uptime statistics for the month concerned; (ii) an analysis of reported incidents over the previous month, broken down by type for discussion; (iii) action plans for items giving rise to concern; (iv) comments and observations on any issues arising from Virtustream's performance monitoring activities; (v) recommendations on service delivery strategies to maintain or enhance the service level; and (vi) review of general business requirements ("Service Level Report"). Cloud Platform Services (CPS) has its own specific service levels as described in this document. Cloud Cover Services (CCS) has service levels that pertain to the CCS offerings and are reported separately. Not all Virtustream customers have CCS but all Virtustream customers use CPS. Service Level Review Meetings Monthly Service Level review meetings will be conducted by Virtustream with Customer where the monthly Service Level report specified above will be discussed. If any of the Service Levels measured over the previous calendar month period is not achieved in that month, then Virtustream will include the steps taken to rectify the problem in the next monthly Service Level Report. In addition, the issue shall be an agenda topic for discussion at the next monthly service review meeting. Additionally, after restoring service or otherwise resolving any immediate problem as specified in this SD, if Virtustream fails to provide Services in accordance with the Service Levels, Virtustream shall: a.Promptly investigate and report on the causes of such problem; b.Provide a Root Cause Analysis of such failure as soon as practical after such failure or at Customer's request; c.Correct such problem that is Virtustream's fault or responsibility, as soon as reasonably practicable and coordinate the correction of such problem if Virtustream does not have responsibility for the cause of such problem. d.Advise Customer of the status of remedial efforts being undertaken with respect to such problem; e.Demonstrate to Customer's reasonable satisfaction that the causes of such problem (that is Virtustream's fault or responsibility) have been or shall be corrected on a permanent basis; and f.Take corrective actions to prevent any recurrence of such problem (that is Virtustream's fault or responsibility). Root Cause Analysis Promptly following Virtustream's failure to meet a Service Level, Virtustream will perform a root cause analysis to determine the reason for that failure. Upon Virtustream's determination of the cause of such failure, it will provide to Customer a preliminary report citing the cause of such failure. If Virtustream determines that the failure was due to Virtustream, an additional report will be provided that details the root causes of the failure, and which details any measures that should be taken to minimize the possibility that such failures will re -occur. Virtustream will correct the problem and use reasonable commercial efforts to minimize the re -occurrence of such failures. Service Level Exceptions Virtustream shall not be liable for any failure to meet the Service Levels, to the extent such failure was caused by one or more of the following: a.A failure of Customer or any of its employees, agents or contractors (including any of Customer's third party service providers) to perform any of its responsibilities under this SD; b.Any act or omission of Customer or any of its employees, agents or contractors (including Customer's third party service providers or other third parties acting on behalf of Customer); c.Any hardware, software or other product of a third -party or Customer equipment; d.Any failure of Customer to secure the proper access rights or maintenance and support services with respect to any component of the Services (e.g., hardware, software, network, maintenance) for which Virtustream does not bear operational responsibility; e.Downtimes resulting from a Virtustream's scheduled maintenance windows; f.Customer's reprioritization of the tasks to be performed by Virtustream where such reprioritization causes Virtustream to miss a Service Level; g.Viruses; provided that the infected Virtustream-provided system had virus protection for which the virus protection software updates were up to date; carahsoft 128 carahsoft Agreement No. 7434 SOLICITATION tt CH16012 h.An election by Customer to purchase a base commitment that is not sufficient to run Customer's system (e.g., If a customer elects to size a NVM pool that is insufficient to run the designated workload); Ussues occurring outside of standard working hours (as defined for business level customers) — for which the Service Level Objectives (SLOs) do not apply; j.Cloud Cover Services (CCS) offerings — for which the Service Level Objectives (SLOs) do not apply; k.Resolution delays due to lack of client response and/or Customer provided credential based information; I.Priority levels not agreed upon by both customer and supplier; m.Claims of performance degradation not substantiated through Customer provided diagnostic testing results. Specify our data disposal procedures and policies and destruction y p confirmation process. The disposal of data will vary based on the type of service that is being provided to the Purchasing Entity by Salesforce. As an example, please see Salesforce response for disposal of government data: Data Disposal and Destruction In the event of termination of the Salesforce service, requests by your Agency made within 30 days after the effective date of termination or expiration of the Subscription Agreement, Salesforce will make your data available to you for export or download. Once the export has been completed, an email will be sent to you containing a link where you can download a .zip file that contains multiple .csv (spreadsheets) files, each representing your Salesforce objects. Your data on disk is flagged within the database and set to inactive status or what can be referred to as a ""soft delete."" This data is no longer available or accessible to the application but is backed up in the full database backup process. The data remains in this state for 180 days; this is done in the event that the customer decides to resume services or needs the data for a legal reason. At 180 days, the data is marked for deletion (""hard delete"") and will be deleted after 30 more days. Once this ""hard delete"" is executed the customer data is physically deleted and non -recoverable from the database. Following the purge, the data will remain on backup for an additional 90 days prior to being overwritten and unrecoverable. Media Sanitization Salesforce has an established process for sanitizing media consistent with industry guidelines and consistent with NIST SP 800-88 Guidelines for Media Sanitization [MP-6]. 8.12.1 Describe your ability to guarantee reliability and uptime greater than 99.5%. Additional points will be awarded for 99.9% or greater availability. ..... ...... CA APM CA SaaS .-...__ _ .__ .. S production environments have an SLA at 99.8% uptime calculated arrear month. 1 hr response, for P1 issues .._. ......._......_ �_.......... . MAA CA MAA SaaS production environments have an SLA at 99.8% uptime calculated arrear monthly 1 hr response for P1 issues. CA Agile For Rally SaaS Unlimited Edition customers, our goal is to provide 99.9% up -time during each calendar quarter. If in any calendar quarter an up -time of 99.5% is not met and our customers were negatively impacted (for example, were unable to login to Rally), we will provide a service credit equal to one month of fees for use of the Rally Service. _ ASM CA SaaS production environments have an SLA at 99.8% uptime�_. calculated arrear monthly. 1 hr response for P1 issues. carahsoft 129 carahsoft Agreement No. 7434 SOLICITATION # CH16012 ... ............ W............... __ -......... Google Google Apps services will be operational and available to the customer at least 99 9% of the time in any calendar month. If Google does not meet the Google Apps SLA, the customer will be eligible to receive service credits. AODocs Altirnao agrees to use commercially reasonable efforts to meet or exceed the Availability Service Level. The Availability Service Level means the Service is available for use by Users for not less than 99.5% of the time excluding the Exclusion Events as defined below). Virtru Virtru provides � ......... the same SLA as Gmail _... _....._. Salesforce Salesforce has maintained high levels of availability across all Salesforce instances since inception. As the only on -demand vendor to provide daily service -quality data on a public Web site (http://trust.salesforce.com), Salesforce proves that we are the leader in availability. And by making its track record completely transparent, Salesforce proves we are worthy of our customers' trust. To ensure maximum uptime and continuous availability, Salesforce provides the best redundant data protection and most advanced facilities protection available, along with a complete data recovery plan —all without affecting performance. Salesforce uses commercially reasonable efforts to make its on -demand services available to its customers 24/7, except for planned downtime, for which Salesforce gives customers prior notice, and force majeure events. Excellent availability statistics are critical to Salesforce's customers' success and to the success of Salesforce as a company. The persistence layer underlying Salesforce Platform is proven database technology that powers all of Salesforce's products today, serving more than 150,000 organizations and over 4 billion transactions per day with an average request response time of less than .25 seconds all with an average up time of 99.9+ percent. Salesforce does not typically offer Service Level Agreements as part of the base service offering. Our approach is to offer a service with high availability and fast resolution of problems. If a customer re tyres an SLA it will be negotiated separately. .. � — _ ........ ServiceNow ServiceNow's Availablity SLA Is 99.8%, excluding Excused Downtime of up to two hours per month. This is achievable through the use of the Advanced High Availability (AHA) architecture described in 8.8.1 that provides failover capabilities for maintenance and service disruptions to minimize downtime. _ Docusign DocuSign offers carrier class bank grade, "always on" availability. This means DocuSign has eliminated monthly maintenance (taking 0 minutes of planned downtime per year). We are a multi- year 99.99% operation. Please view the DocuSign Trust site (trust.docusign.com) for additional information. QTS TIA 942 requirements for the design, construction, and management of Tier III facilities is the design basis for all QTS data centers. Using best -of -breed technologies, QTS's highly trained, certified data center professionals tailor efficient and reliable solutions to meet individual customer requirements. Primary commercial power is delivered to facilities through diverse, redundant paths to eliminate single points of failure between the nearest electrical substation (usually on -site) and each piece of customer IT equipment. QTS allows users to inspect the engineering drawings to validate that truly redundant N+1 architectures are in place and that the 99.999% uptime guarantee is supported by sound engineering and operational policies. Meaningful Service Level Agreements are backed by financial penalties spelled out in tailored Master Service Agreements with each customer. _ SAP Ariba Our data centers have 99.99% uptime. Our application maintains a PP 99.% official SLA with the last 12 months, seeing 99.98% uptime.. Fieldglass For customers hosted in US data centers, we commit to a 99% availability standard. For customers who choose to be hosted in EU data centers, our availabilit standard is 96.7%. If we fail to meet the availability standard, the carahsoft 130 carahsoft Agreement No. 7434 SOLICITATION # CH16012 customer may be entitled to receive a credit equal to two percent (2%) of its transaction fees for the service for that month for each one percent (1 %) (or portion thereof) by which we fail to achieve such level, up to one hundred ercen!j:j. °f° of the fees for such month. Hanna The SAP HEC offers a 99.5% uptime availability SLA for production (PRD) instances and a 95% uptime availability for quality assurance (QAS) and development (DEV) instances. This means that after taking in to account the monthly maintenance window, the TOTAL solution will be available 99.5% of the time - not that we expect it, but this equates to about 3 hours of unscheduled downtime per month. The concept of "total solution" is important because the HEC provides Holistic Solution Availability - our single SLA covers the FULL SOLUTION STACK which means it covers the Infrastructure, Operating System, local DB, the HANA in -Memory DB, and the Application layers. We do not offer individual SLAs on individual layers because if one layer fails„ the entire solution is down Hybris The environment is completely redundant and based on a high availability architecture. The hybris private cloud is based on VMWare virtualization and is fully load -balanced. Customer systems reside on a redundant server infrastructure ensuring that if one server (or part of the server infrastructure) fails, a backup is in place to ensure that systems remain operational. The infrastructure is load -balanced ensuring high availability of the system during peak usage periods. The load -balancing allows the systems to support large volumes of simultaneous users balancing the load of activity across multiple servers ensuring peak performance of all systems. Redundancy of Infrastructure Components: • Multihome connectivity to the Internet backbone. Multiple connections to the internet, allows optimizing the best route as well as redundancy. • At an individual component level, all devices have dual physical power connections to protect against any individual power supply failure • Redundant Firewalls • Redundant Routers, • Redundant Load balancers • Virtualized Application and Web servers • Clustered Database - active active cluster mode for enhanced redundancy • High performance SAN storage- from Netapp„ with built in redundancy at the disk level (NetApp proprietary RAID technology, similar to a RAID 5) • The data centers provide diverse power (Uninterruptible Power Supply), backup generators and air conditioning systems required to ensure equipment remain online with optimal performance 24/7/365. • SLA: contractually we provide a guarantee on the performance of your ...._ a h(latrort at 99.90/.vaiiabil( _ _�mmITITIT SuccessFactors We contractually guarantee a minimum of 99.5% system uptime, with the xc tp iorro °f reguNrl scheduled and emergency maintenance. carahsoft 131 carahsoft Agreement No. 7434 SOLICITATION # CH16012 VMware VMware's SLAs for vCloud Air. Our Availability Commitment ranges from 99.99% - 99.95 based on the Class of Service. The SLAs are subject to the terms of the applicable Terms of Service for the VMware vCloud Air Service Offerings. Dedicated Cloud 99.99%, Virtual Private Cloud 99.95%, Data Protection 99.95%, Disaster Recovery 99.95%, Virtual Private Cloud On -Demand 99.95% Availability Commitment. IaaS Object Storage: Object Storage powered by Google CLoud Platform (standard) 99.9%, Object Storage powered by Google (durable reduced availability) 99.0% and Object Storage (nearline storage) 99%. vCloud Government Service Dedicated Cloud 99.95% and Virtual Private Cloud 99.9% Availability Commitment. FireEye -TieEye undertakes all reasonable efforts to ensure the availability for 99.9% of the time during each calendar month. In the event the solution does not meet the monthly service availability, FireE a will provide a credit as outlined in the SLA. VirtueStream Virtustream solution for VM workload includes the uptime of 99.99%. " 8.12.2 Provide your standard uptime service and related Service Level Agreement (SLA) criteria _ CA_._._..............APM _ U time. ___...�..._...........�................ p SLA target is 99.8% CA runs test scripts using application monitoring tools on the Production system to verify that the CA SaaS service is available. Test scripts are run approximately once every ten (10) minutes, twenty-four (24) hours per day, seven days per week, throu hout the contracted term of the service. MAA U time SLA target is ..........�.-..... p g 99.8% CA runs test scripts using application monitoring tools on the Production system to verify that the CA SaaS service is available. Test scripts are run approximately once every ten (10) minutes, twenty-four (24) hours per day, seven days per week, throughout the contracted term of the service. CA Agile See above. ASM Uptime SLA target is 99.8% CA runs test scripts using application monitoring tools on the Production system to verify that the CA SaaS service is available. Test scripts are run approximately once every ten (10) minutes, twenty-four (24) hours per day, seven days per week, throughout the contracted term of the service w Google Google Cloud Platform SLA: Google's Cloud platform has SLAs ranging from 99.9 - 99.95% uptime. Salesforce Please see response to 8.12.1 above. Salesforce does not typically offer Service Level Agreements as part of the base service offering. Our approach is to offer a service with high availability and fast resolution of problems. If a customer requires an SLA it will be negotiated separately. Salesforce uses commercially reasonable efforts to make its on -demand services available to its customers 2417, except for planned downtime, for which Salesforce gives customers prior notice, and force majeure events. Excellent availability statistics are critical to Salesforce's customers' success and to the success of Salesforce as a company. Live and historical statistics on the Salesforce system performance are ublicl �ed„ ServiceNow I DEFINITIONS (a) "Available" means that the Subscription Service can be accessed by authorized users. carahsoft 132 carahsoft Agreement No. 7434 SOLICITATION # CH16012 Docusign QTS SAP (b) "Excused Downtime" means: (i) Maintenance Time of up to two (2) hours per month; and (ii) any time the Subscription Service is not Available due to circumstances beyond ServiceNow's control, including without limitation modifications of the Subscription Service by any person other than ServiceNow or a person acting at ServiceNow's direction, a Force Majeure Event, general Internet outages, failure of Customer's infrastructure or connectivity (including without limitation, direct connectivity and virtual private network (VPN) connectivity to the Subscription Service), computer and telecommunications failures and delays, and network intrusions or denial -of -service or other criminal attacks. (c) "Maintenance Time" means the time the Subscription Service is not Available due to service maintenance. (d) "Availability SLA" means the percentage of total time during which Customer's production instances of the Subscription Service are Available during a calendar month, excluding Excused Downtime. AVAILABILITY If Customer's production instances of the Subscription Service fall below the Availability SLA of ninety-nine and eight -tenths percent (99.8%) during a calendar month, Customer's exclusive remedy for failure of the Subscription Service to meet the Availability SLAs is either: (1) to request that the affected Subscription Term be extended for the number of minutes the Subscription Service was not Available in the month in accordance with the Availability SLA; or (2) to request that ServiceNow issue a service credit to Customer for the dollar value of the number of minutes the Subscription Service was not Available in the month in accordance with the Availability SLA (determined at the deemed per minute rate ServiceNow charges to Customer for Customer's use of the affected Subscription Service), which Customer may request ServiceNow apply to the next invoice for subscription fees. REQUESTS Customer must request all service credits or extensions in writing to ServiceNow within thirty (30) days of the end of the month in which the Availability SLA was not met, identifying the support requests relating to the period Customer's production instances of the Subscription Service was not Available. The total amount of service credits for any month may not exceed the subscription fee for the affected Subscription Service for the month, and has no cash value. ServiceNow may delay issuing service credits until such amounts reach one thousand U.S. dollars ($1,000) or gquiyalent currency_s ecified in the applicable Order Form. Our industry -leading, global support model is there to back you up, no matter where you do your business. We provide you access to the expertise you want, whether through our communities, our knowledge base and on -demand training, or our team of experienced technical support rofessi2gals, who know you and your solutions 99.999% u time guarantee. Meaningful Service Level Agreements P 9 9 g eements are backed by financial penalties spelled out in tailored Master Service Agreements with each customer. .. Ariba We guarantee a 99.5%system availability percentage during each month for production versions, with the exception of regularly scheduled and emergency maintenance. Hanna Technical Availability for PRD systems - 99.5% Technical Availability for non PRD systems - 95% SAP shall track and report to Customer the "Technical Availability" in a monthly summary report. SAP HEC can offer a contractual SLA of 99.7 on a case byr,case basis. Hybris SLA: contractually we provide a guarantee on the performance of your application at 99.9% availability. carahsoft 133 carahsoft Agreement No. 7434 SOLICITATION # CH16012 SuccessFactors We guarantee a 99.5% system availability percentage during each month for production versions, with the exception of regularly scheduled and emergency maintenance. ._...................... VMware AirWatch Service Level Agreements are non-negotiable. AirWatch has a guaranteed uptime SLA of 99.9%. Please refer to the AirWatch Hosted Services Policy for additional information. VMware AirWatch acknowledges that if it is awarded a contract under the RFP that it will annually certify to the Lead State that it still meets or exceeds the mandatory minimum requirements and technical specifications of the RFP. FlreEye FireEye cloud solutions are available 99.9% of the time in any calendar month, other than mutually agreed upon and scheduled downtime. -VirtueStream Virtustream IaaS Compute is comp rised prised of computing resources hosted in secure data centers that replace the physical computing hardware traditionally housed on Customer site. These resources include physical servers which are logically divided into VMs (virtual machines), each with an allocation of CPU and memory, and linked to storage. Terms used in the detailed descriptions below: •NVM. Pronounced "micro VM," this is Virtustream's fine-grained unit of measurement designed to accurately measure the actual consumption of cloud resources. A pVM is a unit of computing resources, comprised of CPU, memory, storage IOPS, and associated local network bandwidth. The usage of each pVM resource component (CPU, memory, storage input/output, and network bandwidth) is measured at five minute intervals — one unit each for 200MHz of CPU, 768MiB of memory, 40 storage fabric input/output operations per second (TOPS), and 2Mbps of local network bandwidth. The highest of the four is averaged per hour, and the hour values averaged across the month to determine the overall pVM usage for the month. Note: The measurement is performed at the aggregate level — across Customer's entire pVM resource pool. Bandwidth usage is only within the data center. -Basic Plus uVM. These terms differentiate the two ways Virtustream offers NVMs services. "Basic Plus" pVM services are limited to a single Virtustream data center and have 99.99% availability for the Customer's committed level. "Reserve" pVM service is an equivalent quantity of Basic Plus NVMs reserved at Customer - designated secondary Virtustream data center for on -going operation during disaster events and during scheduled disaster recovery (DR) exercises. In both cases, overage resources required ("surges") up to 20% above the committed level from the contract /order form are provided at the same availability level. If Customer experiences consistent overage above this level, then Customer should reset the committed level. -High Memory. Virtustream offers competitive pricing on compute services for applications that require large amounts of memory (64GiB or more). -Enterprise These terms identify the "zones" within which AVMs are made available for consumption. The "Enterprise" zone is for use by non -Internet facing workloads. Systems deployed into the Enterprise zone are not directly accessible from the Internet. Enterprise Basic Plus pVM (IC-uVM-BASP-ENT) Enterprise Basic Plus NVMs reside in a single Virtustream data center, in the Enterprise zone. Resource availability is 99.99%, and only at the designated data center. Overage resources required ("surges") up to 20% above the committed level from the contract /order form is provided at the same availability level. If Customer experiences consistent overage above this level, then Customer should reset the committed level. Service Level. 99.99% availability for the Customer's committed level. Billing. Monthly, based on resource usage. Tier 0 Block Storage - Local Only (IC-STO-TOA-LOC) Block storage with a Latency Service Level of 3ms that is maintained in a single data center with no replication capability. Billing. Monthly fee, based per GB of storage allocated. Allocated storage is measured every 30 minutes, averaged across the month. carahsoft 134 carahsoft Agreement No. 7434 SOLICITATION # CH16012 Tier I Block Storage - Local Only (IC-STO-T1A-LOC) Block storage with a Latency Service Level of 10ms that is maintained in a single data center with no replication capability. Billing. Monthly fee, based per GB of storage allocated. Allocated storage is measured every 30 minutes, averaged across the month. Tier II Block Storage - Local Only (IC-STO-T2A-LOC) Block storage with a Latency Service Level of 20ms that is maintained in a single data center with no replication capability. Billing. Monthly fee, based per GB of storage allocated. Allocated storage is measured every 30 minutes, averaged across the month. Tier III Block Storage - Local Only (IC-STO-T3A-LOC) Block storage with a Latency Service Level Objective of 40ms that is maintained in a single data center with no replication capability. Billing. Monthly fee, based per GB of storage allocated. Allocated storage is measured every 30 minutes, averaged across the month. Tier 0 Block Storage - Replicated (IC-STO-TOA-REP) Data storage with a Latency Service Level of 3ms that is persisted in Customer's primary Virtustream data center, and replicated to a second data center with an interval to provide a Recovery Point Objective (RPO) of 15 minutes. Service Level. Recovery Time Objective (RTO) of one (1) hour, and a Recovery Point Objective (RPO) of fifteen (15) minutes. Billing. Monthly fee, based per GB of storage allocated. Tier I Block Storage - Replicated (IC-STO-T1A-REP) Data storage with a Latency Service Level of 10ms that is persisted in Customer's primary Virtustream data center, and replicated to a second data center with an interval to provide a Recovery Point Objective (RPO) of 15 minutes. Service Level. Recovery Time Objective (RTO) of one (1) hour, and a Recovery Point Objective (RPO) of fifteen (15) minutes. Billing. Monthly fee, based per GB of storage allocated. Tier II Block Storage - Replicated (IC-STO-T2A-REP) Data storage with a Latency Service Level of 20ms that is persisted in Customer's primary Virtustream data center, and replicated to a second data center with an interval to provide a Recovery Point Objective (RPO) of 15 minutes. Service Level. Recovery Time Objective (RTO) of one (1) hour, and a Recovery Point Objective (RPO) of fifteen (15) minutes. Billing. Monthly fee, based per GB of storage allocated. Tier III Block Storage - Replicated (IC-STO-T3A-REP) Data storage with a Latency Service Level Objective of 40ms that is persisted in Customer's primary Virtustream data center, and replicated to a second data center with an interval to provide a Recovery Point Objective (RPO) of 15 minutes. Service Level. Recovery Time Objective (RTO) of one (1) hour, and a Recovery Point Objective (RPO) of fifteen (15) minutes. Billing. Monthly fee, based per GB of storage allocated. 8.12.3 Specify and provide the process to be used for the participating entity to call/contact you for support, who will be providing the support, and describe the basis of availability. CA AP M CA Support can be engaged by telephone or online via CA Support Online at http://www.support.ca.com. CA Support is available 247065. Technical support will be delivered in accordance with customer preference, and will likely include both telephone and email communications. CA Support Online is available 24 hours Der carahsoft 135 carahsoft Agreement No. 7434 SOLICITATION # CH16012 day and allows customers to manage their cases (i.e. log, view, set severity level, update and close cases). CA Support Online also provides various other useful features, for example: a knowledge base search; product and documentation downloads; fixes, service pack and patch downloads; support utilities; automated notifications; access to communities, beta programs; subscriptions for hyper notifications, etc. While working with CA Support engineers on cases, email communications and a remote access capability can also be used to deliver support services. Secure File Transfer Protocol (FTP) and a secure FTP web client allow for the protected transfer of case file attachments to CA Support, with the web client additionally providing case file transfer protection from CA Support. Files are encrypted and stored securely while on CA s stems Optionally unsecure_FTP transfers also are supported." _ MAA CA Support can be engaged by telephone or online via CA Support Online at http://www.support.ca.com. CA Support is available 24x7x365. Technical support will be delivered in accordance with customer preference, and will likely include both telephone and email communications. CA Support Online is available 24 hours per day and allows customers to manage their cases (i.e. log, view, set severity level, update and close cases). CA Support Online also provides various other useful features, for example: a knowledge base search; product and documentation downloads; fixes, service pack and patch downloads; support utilities; automated notifications; access to communities, beta programs; subscriptions for hyper notifications, etc. While working with CA Support engineers on cases, email communications and a remote access capability can also be used to deliver support services. Secure File Transfer Protocol (FTP) and a secure FTP web client allow for the protected transfer of case file attachments to CA Support, with the web client additionally providing case file transfer protection from CA Support. Files are encrypted and stored securely while on CA s stems. Optionally unsecure FTP transfers also are supported " CA Agile Support is available 24/7 and a contact number will be provided upon completion of the contract. _ ASM CA Support can be engaged b tele hone or online via CA Support Online w__�PPy p pp at http://www.support.ca.com. CA Support is available 24x7x365. Technical support will be delivered in accordance with customer preference, and will likely include both telephone and email communications. CA Support Online is available 24 hours per day and allows customers to manage their cases (i.e. log, view, set severity level, update and close cases). CA Support Online also provides various other useful features, for example: a knowledge base search; product and documentation downloads; fixes, service pack and patch downloads; support utilities; automated notifications; access to communities, beta programs; subscriptions for hyper notifications, etc. While working with CA Support engineers on cases, email communications and a remote access capability can also be used to deliver support services. Secure File Transfer Protocol (FTP) and a secure FTP web client allow for the protected transfer of case file attachments to CA Support, with the web client additionally providing case file transfer protection from CA Support. Files are encrypted and stored securely while y also are supported. " on CA systems. 0�n� unsecure FTP transfers a Google Customers are entitled to direct Google support in additional to whatever Support Services the reseller has to offer. Google has a published Technical Services Support Guide for both Google Appsand Google Cloud Platform that des cribe the hours of operation, how 1p_2et after hours carahsoft 136 carahsoft Agreement No. 7434 SOLICITATION # CH16012 support, how to set the priority on a case, ow to contact GoogleITresponse .. o pp p ' ty h ,and what the target response times are. _._. ..._ ......... ........__ AODocs Customers are entitled to direct AODocs support in additional to whatever Support Services the reseller has to offer. �.........W....W _._ .. .. Salesforce Salesforce_is proposing the Premier+Success Plan. Your Agency can cover all of its bases with this plan: support, training, and administration. It's what the + is all about. The Premier+ Success Plan gives you all the benefits of our Premier success plan, including a support rep assigned to your organization, priority case routing, 1-hour response time, 24x7 phone support, unlimited usage of our entire online course library, plus one very helpful addition: access to your own team of expert Salesforce administrators. This lets you focus on design and management while we support your configuration. The Premier+ Success Plan includes: Unlimited access to our entire online course catalog of 100+ courses • 24x7 toll -free phone support • Priority case queuing and routing s Quick 1-hour response time • An assigned support account rep • Force.com code troubleshooting • Customizable end -user course templates • Premier Success Review to measure usage and trends • Access to our pool of Salesforce Certified Administrators who can configure and maintain your Salesforce edition • Premier Success Review to measure usage and trends • Includes administration services: Get configuration help. Request 100+ routine configuration updates like creating users, reports, workflow, and dashboards. You take online administration training to learn the basics, then you tell us your business requirements. Our team of certified administrators updates your Salesforce system. Subject to the Government Cloud Premier+ Success Plan outlined above, access to systems and permissions which could permit access to Customer Data inside of the Salesforce Government Cloud storing U.S. government, U.S. government contractors, and FFRDC Customer Data will be restricted to Qualified U.S. Citizens. Qualified US Citizens are individuals who are United States citizens, and are physically located within the United States when accessing the Salesforce Government Cloud systems; and have completed a background check as a condition of their employment with Salesforce. Severity Levels & Response Timeslssues will be categorized and handled according to an assigned severity level, as follows: Level 1 - Critical Response time: 1 Hour* Critical production issue affecting all users, including system unavailability and data integrity issues with no workaround available. Level 2 - Urgent Response time: 2 Hours* Major functionality is impacted or significant performance degradation is experienced. Issue is persistent and affects many users and/or major functionality. No reasonable workaround available. Also includes time -sensitive requests such as requests for feature activation or a data export. Level 3 - High Resoonse time: 4 Hours** 137 carahsoft Agreement No. 7434 SOLICITATION # CH16012 System performance issue or bug affecting some but not all users. Short-term workaround is available, but not scalable. Level 4 - Medium Response time: 8 Hours** Inquiry regarding a routine technical issue; information requested on application capabilities, navigation, installation or configuration; bug affecting a small number of users. Reasonable workaround available. Resolution required as soon as reasonably practicable. *24/7 Severity 1 and 2 coverage includes weekends and holidays **Severity 3 and 4 target response times include local business hours only and exclude weekends and holidaysOverview of Support Escalation PathAn issue is received by Tier 1 Support Rep who will document details and attempt to resolve. In the event that the problem cannot be resolved at this level, case will be escalated to a Tier 2 Support Rep for further analysis. Occasionally, a Case may be received for which technical understanding or indicated fix exceeds the responsibility of Support. These issues are quickly brought to the attention of R&D through the Tier 3/QA channel. Throughout the lifecycle of the case, customer will receive regular updates from the case owner at regular intervals based on case severity. Customers can work with their Support Account Specialist (SAS) if assigned through the purchase of Premier Support as a point of escalation should the need arise. Step-by-step escalation path: -Case is logged via Help Portal, Phone or through Live Chat -Depending on the functional area of the case a Tier 1 Support Rep from the appropriate skill group responds to the user confirming that the issue has been received and is in process. -Tier 1 analyzes the issue from the perspective of customer provided information in the case. -Tier 1 makes contact (phone or email) with the customer and gathers more information including any access needed to reproduce the problem. -With all necessary information gathered, Tier 1 will attempt to resolve the issue with the customer.. -When resolution cannot be immediately achieved, Tier 1 Support Rep will escalate to a Tier 2 Support Rep in the same skill group. Tier 2 Support Rep will take all steps necessary to reproduce, understand and resolve the issue. -Technical Issues that cannot be resolved by the Tier 2 Support Rep are escalated to Tier 3. This escalation will provide a deeper layer of analysis with the possibility of escalation to QA/Development for Application issues and Escalation to Operation Services for Infrastructure issues as needed. -Functional Issues that cannot be resolved by Tier 3 are escalated to Product Management. -If it is an application Issue, necessary Development work will be performed, tested and a patch created. -Issue Fix Submitted to Operations for Infrastructure issues. -Issue Fix deployed. -Tier 2 Support Rep confirms success of Bug Fix in addressing the problem. -Tier 2 Support Rep contacts customer and confirms that the issue is Resolved. -Case is closed" ServiceNow Customer Support is b provided w 24 hours a day, 7..d ........ - y ServiceNowy days a week, including all holidays. Customer may contact ServiceNow using one of the following means: -Support Portal at https://hi.service-now.com/. Customer may get login access to this self-service portal by contacting its ServiceNow administrator. -Phone using one of the numbers at http://www.servicenow.com/support/contact-support.html. Customer shall contact ServiceNow's authorized reseller in accordance with its agreement with the reseller. carahsoft 138 carahsoft Agreement No. 7434 SOLICITATION # CH16012 ............. ...... See the "Customer Support Policy" contained within the "Subscription Service Guide" included with this response for more information. Docusi n Enter rise Premier support provides 24x7 Give Phone Support. .... - _.......................................................... QTS Dedicated support staff is available 24x7x365 to generate and track incidents to resolution QTS Customer Portal provides round -the clock visibili intour environment VMware Global Support Services _. ..... WW.. ........ .._._._. FireEye FireEye offers 24/7 technical support and its technical support centers around the globe in a follow -the -sun model. -Milpitas, CA, USA (UTC -7 hours) -Reston, VA, USA (UTC -4 hours) Dublin, Ireland (UTC) -Singapore (UTC +8 hours) -Sydney, Australia (UTC +10 hours) FireEye Support is available via telephone, email, live chat, and web. Phone: U.S: +1 877-347-3393 (877 FIREEYE) Email: Support@FireEye.com Web Support: https://www.fireeye.com/supporUget-support.htmI Support Pro rare�ye.com/support/support-programs.html VirtueStream Virtustream will work collaboratively with State of Utah to develop / maintain a relationship structure that leads to quick resolution, regularly scheduled status meetings, and quarterly business reviews. Virtustream will assign multiple key personnel to State of Utah including an Executive level sponsor. The primary point of contact will be Virtustream's Technical Account Manager (TAM). The TAM is responsible for daily activities/interaction and understanding/ensuring State of Utah's objectives are met at a minimum. Optimizations and other improvements to processes/standard operating procedures are delivered by the TAM in coordination with other Virtustream staff working behind the scenes. The TAM will coordinate day-to-day operation, service level management and SL reporting. The following outlines Virtustream's approach to service desk escalation and issue resolution. Escalations within Virtustream Virtustream will provide Level 0 and Level I support and first call resolution where possible, as determined by Virtustream. Where first call resolution is not possible, the Virtustream Service Desk provides incident management for Incidents and Urgent Service Requests escalated to Level II and Level III resources as defined below. In the event that Virtustream's Response to an Incident is not acceptable to the Customer, Customer can contact the Virtustream Service Desk and request escalation to the head of the Service Desk. Virtustream shall, upon receipt of any such request, immediately escalate the issue to the head of the Service Desk or technical team as appropriate. Service Request Prioritization Service Requests are assigned a priority of either'Urgent' or'Standard' and are queued for fulfillment with the corresponding priority. All Service Requests will be reviewed by the Virtustream Service Desk, who will determine the appropriate priority to assign with collaboration of Customer. Incident Prioritization All Incidents that are reported to the Virtustream Service Desk, or that Virtustream otherwise becomes aware of, will be initially assigned a priority by the Virtustream Service Desk as set forth below. Internal escalation for Incidents to Level II and Level III resources are based on the priority level assigned to the Incident. carahsoft 139 carahsoft Agreement No. 7434 SOLICITATION # CH16012 Major part of the system is unavailable/not operating correctly, affecting multiple users. No workarounds in place and business operations are not possible. 30 1 Or minutes Incident has a critical impact on the business (e.g., loss of the Exchange Production server impacting all users), Response time Part of the system is unavailable/not operating will be within correctly, affecting users in a single function. No indicated time workarounds in place and business operations in this beginning from 2 function are not possible/severely impacted. 60 when the Or minutes customer Incident has a serious impact on part of the business creates a ticket (e.g., a configuration change is impacting a small or a monitoring subset of users). event is Part of the system is unavailable/not operating validated. correctly, affecting users in a single Additional function. 'Workarounds in place, but business resources are 3 operations are impacted, although not severely. 4 hours engaged via Or Virtustream's Incident has a temporary impact on users and is non on Call critical or is a development issue (e.g., email is slow Process. to deliver) Incident that is causing inconvenience to the business, but not impacting operations. 1 4 Or business Incident has a minor impact on users or business, or day issue is a request for further information Virtustream will assign a Technical Account Manager starting on day 1 of the contract The Cloud Platform, Cloud Cover (managed services), and Cloud Security team's will also be assigned to State of Utah upon execution of the contract. All of the individuals assigned to the State of Utah account have significant years of experience in their fields. The TAM assigned to State of Utah will provide reports ad hoc but also on a quarterly basis. The quarterly business reviews include but are not limited to performance measurements, service requests. On a monthly basis, the TAM will provide a consumption report detailing the items consumed by each virtual machine. This delivers a very granular cost breakdown to State of Utah which will allow the data to be carved multiple ways. Also, information can be gathered by the State of Utah team any time they want from the xStream portal. State of Utah can also issue a ticket to Virtustream operations center to request information as well. The TAM will conduct scheduled meetings and be in constant contact with State of Utah. The TAM is an extension of the State of Utah team. Virtustream defines a Root cause analysis (RCA) as the formal process, documented in writing by Virtustream and approved by Customer, to be used by Virtustream to diagnose problems at the lowest reasonable level which includes a report of the corrective action to be taken and defined timelines for corrective actions, which shall eliminate, to the extent reasonably possible, repeat failures. The following details the RASCI for RCA's: carahsoft 1.40 carahsoft Agreement No. 7434 SOLICITATION # CH16012 Request Root Cause Analysis tickets by contacting the Virtustream TAM (Customer requests Incident report/Problem R/A S record) Document, track and manage all Problem tickets using ITSM S PJA system Provide Problem management review and Root Cause Analysis (RCA) for all in -scope P 1 Incidents (preliminary report within 48 S R/A hours; final within 15 calendar days) Provide Problem management and RCA of identified Problems S RIA (e.g., reoccurring events, alerts) - investigate and diagnose 8.12.4 Describe the consequences/SLA remedies if the Respondent fails to meet incident response time and incident fix time. CA APM In the event that the Service Level Availability committed decreases below the Threshold for Service Availability Default, Minor or Major, Customer may be entitled to take action as outlined in the contract. MAA In the event that the Service Level Availability committed decreases below the Threshold for Service Availability Default, Minor or Major, Customer may be entitled to take action as outlined in the SaaS Listing. CA Agile In the event that the Service Level Availability committed decreases below the Threshold for Service Availability Default, Minor or Major, Customer may be entitled to take action as outlined in the contract. ASM In the event that the Service Level Availability committed decreases below the Threshold for Service Availability Default, Minor or Major, Customer may be entitled to take action as outlined in the SaaS Listing. AODocs If AODocs does not meet the SLAs, the customer will be eligible to receive a service credit. ........ ...�._.�.. _... Virtru Email support@virtru.com ServiceNow ServiceNow or its authorized reseller, as applicable, will use reasonable efforts to meet the target response times and target level of effort stated in the "Customer Support Policy" contained within the "Subscription Service Guide" included with this res onse for more information. SAP Ariba As part of the Cloud subscription, Ariba provides Customer Support services to help diagnose, troubleshoot and resolve functional and technical problems for all users. Ariba's award winning customer service staff can be contacted via phone (toll free), email orWeb form Monday -Friday, 2415 in multiple time zones and languages. Ariba Connect, our online support portal provides 24/7 support for service and enhancement requests. Customers may also choose to purchase ExpertCare. ExpertCare provides each customer with a named contact within Ariba that acts as an ExpertCare Manager for the customer and is knowledgeable about customer speck business process, configurations and customizations. Fieldglass Our best practice is that the program office (managed by the State of Utah or your chosen MSP) provides first -level support for end users including hiring managers, approvers, suppliers, etc. Fieldglass' multi-lingual helpdesk is available by phone, email or web form 24x7x365.Our English language helpdesk is located at our corporate headquarters in Chicago. Merlin Information Systems Ltd., a UK entity, provides helpdesk service in French, German and Japanese from its Manila, carahsoft 41 carahsoft- Agreement No. 7434 SOLICITATION # CH16012 — Philippines and Debrecen, Hungary to _ ... prepared to assist with technical, functional or administrative questions about the Fieldglass application. _ _ Hanna Customer keyusers have several options to communicate P IT p �� incidents into SAP Managed Cloud Delivery. Primary entry point: The best and easiest way to get an incident resolved is by creating and sending incidents directly to SAP Managed Cloud Delivery Service Teams via the SAP Support Portal. This communication channel ensures that all support teams are notified and therefore is the most preferred way to contact SAP on support/service related issues. Alternative option to the primary entry point: Customer key user can also communicate incidents by telephone via the SAP Customer Interaction Center (CIC) (e.g. in case of facing challenges in submitting an incident via the SAP Support Portal). Exceptional option: During business hours, customer key user may also communicate urgent incidents by contacting designated SAP Managed Cloud Delivery service contacts like Customer Engagement Service Manager (CESM) to create an incident on behalf of the customer. However — as already mentioned - this is not the preferred way of communication, but only should be applied in exceptional cases. Support times are contractually agreed upon with each individual customer organization. The SAP Managed Cloud Delivery (MCD) Service Desk and the Service Teams are spread across Europe, Americas and Asia.As a result of the global set-up across several time zones, SAP MCD Service Desk is able to provide worldwide 24/7 support to customers, throughout the entire year and according to the "Follow The -Sun -Principle Hybris Key service levels are delivered through service level objectives, which provide for uptime of 99.9 for the hosted environment. Furthermore, monitoring is in place to report and alert upon uptime and response times of the environment to ensure best possible performance. The following support is specifically for the SAP Hybris Commerce, Cloud Edition. Customers can contact SAP Hybris Commerce, Cloud Edition technical support by toll -free telephone number or e-mail 24 hours per day, seven days per week. Based on the priority level, SAP Hybris's support personnel will attempt to provide Customer with remote assistance for reported issues. Contact information for technical support is as follows: Toll -Free Telephone Number: 888-944-2664 ext 6 In the event that Customer contacts SAP Hybris support, SAP Hybris shall respond to such reports as follows: Priority Level : Characteristics Response Time Resolution Time Objective carahsoft 142 carahsoft Agreement No. 7434 SOLICITATION # CH16012 Priority Level 1 Fatal Issue: Problem causing the Customer Website to cease from operating. This situation is generally described as a total failure. 25 Minutes (7x24) 2 hours Priority Level 2 Major Issue: Problem causing the Customer Website to experience major problems with it ability to operate. This situation exists when the Customer Website is partially failing however it is still able to function. 25 minutes (7x24) 12 hours Priority Level 3 Degradation of Performance: Problem affecting only certain non -critical functions of the Customer Website. This situation is occurring when the Customer Website is usable but has certain limited functions. 2 hours 1 business day Priority Level 4 Minor Issue: This situation includes all other non -critical problems. It is present when the Customer Website is usable however the problem results in a minor issue affecting it. 2 hours 3 business days Upon receipt of a service call classifying the priority level, SAP Hybris will deploy commercially reasonable efforts to respond and assist in the resolution of the problem. Application support for code developed by Customer or its implementation partner will be provided by Customer or Customer's implementation partner. If SAP hybris provides SAP Hybris Commerce, Cloud Edition support to a Customer as requested by Customer, and it is subsequently revealed that SAP Hybris was not responsible for the problem or the problem was not classified correctly by the customer, Customer will pay SAP Hybris on a time and materials basis for such su ort and assistance. Success Factors VMware Our Availability Commitment for VMware AirWatch is 99.9%. ITThe SLAs are s.. ubject to the terms of the applicable Terms of Service for VMware AirWatch. If the Availability of a class of service that you purchase is less than the associated Availability Commitment, then you may request Service Credits for that affected class of service. Availability in a given month is calculated according to the following formula: "Availability" = ((total minutes in a calendar month — total minutes Unavailable) I total minutes in a calendar month) x 100 A class of service will be considered "Unavailable," subject to the Service Level Agreement Limitations set forth below, if VMware's monitoring tools determine one of the following events has occurred ("SLA Event"). The total minutes that a class of service is Unavailable for a particular SLA Event is measured from the time that VMware validates the SLA Event has occurred, as defined below, until the time that VMware resolves the SLA Event such that the Service Offering is Available to you. If two or more SLA Event occurs simultaneously, the SLA Event with the longest duration will be used to determine the total minutes Unavailable. carahsoft 143 carahsoft Agreement No. 7434 SOLICITATION # CH16012 1. Each of the following will be considered an SLA Event for the Dedicated Cloud, Virtual Private Cloud, or Virtual Private Cloud OnDemand Services: a) Any of the network interfaces of the Service Offering Network are unavailable for more than three (3) consecutive minutes. The "Service Offering Network" means the network that extends from the network interfaces of physical host servers for a class of service to the outside network interfaces providing the Service Offering's public intemet connectivity. b) The data store(s) associated with your block level storage for a class of service are unavailable for more than three (3) consecutive minutes. c) The self-service console, available at https://vchs.vmware.com, cannot successfully authenticate a simulated user for more than five (5) consecutive minutes. d) Your running virtual machines for a class of service become inaccessible for more than five (5) consecutive minutes due to physical host server failures. 2. Each of the following will be considered an SLA Event for the Data Protection Service: a) The backup storage repository associated with your Data Protection service is unavailable for more than three (3) consecutive minutes. b) The start time associated with your backup scheduling window is missed for longer than thirty (30) consecutive minutes. c) The standard 24-hour recovery point objective (RPO) is missed for any virtual machines actively enrolled in the service. d) Any restore operation for a virtual machine fails to complete due to backup infrastructure failures. 3. Each of the following will be considered an SLA Event for the Disaster Recovery Service: a) Any of the network interfaces of the Service Offering Network are unavailable for more than three (3) consecutive minutes. b) The data store(s) associated with your block level storage for replication is unavailable for more than three (3) consecutive minutes. c) The self-service console, available at https://vchs.vmware.com, cannot successfully authenticate a simulated user for more than five (5) consecutive minutes. d) Your failed -over virtual machines for a class of service become inaccessible for more than five (5) consecutive minutes due to physical host server failures. e) Any built-in service functions for failover testing, planned migration, or live failover and recovery result in virtual machine replicas not powering on in less than 4 consecutive hours from the time a request is acknowledged and approved by VMware. 4. The following will be considered an SLA Event for the Object Storage service: a) A more than five (5) percent Error Rate for more than ten (10) consecutive minutes — where "Error Rate" means the number of valid requests that result in a response with HTTP Status 500 and Code "Internal Errol" divided by the total number of valid requests during each five-minute FireEye FireEye shall use commercially reasonable efforts to correct any reproducible programming error in the Software attributable to FireEye, employing a level of effort commensurate with the severity of the error, provided, however, that FireEye shall have no obligation to correct all errors in the Software. ,. ,.E �.,, .... ..... ..... ...�......... F". 8.12.5 Describe the firm's procedures and schedules for any planned downtime -- .............. CA APM Planned downtime is scheduled, and customers are notified MAA Customers ._._... .............. rs are notified at least two weeks in adv ance for planned downtime__ CA Agile Regularly scheduled maintenance (planned downtime for upgrades and maintenance) where the customer has been given at least eight (8) hours notice does not count as downtime. Unscheduled maintenance, in which the Rally Service is unavailable and carahsoft 144 carahsoft Agreement No. 7434 SOLICITATION # CH16012 ........ ........ ..... provided t.. advance notice was not o customers, will be counted against st the the up -time SLA. ASM Customers are notified at least two weeks in advance for planned downtime. Google Google s maintenance routines are done in a manner that ensures there is no need to schedule any downtime. ......._._ ....�_....... �..._ AODocs AODocs's maintenance routines are done in a manner that ensures there is no need to schedule ay downtime, Salesforce There are two types of maintenance at Salesforce -...........................W— System Main tennaa nce and Release Maintenance. System Maintenance is for sustaining the performance, reliability, security, and stability of the infrastructure supporting our services. When maintenance is scheduled, the specific timing and availability to be expected during that time will be communicated to all customers approximately one week in advance of the maintenance window upon login to Salesforce and via a posting to http://trust.salesforce.com/trusVmaintenance. In the event of planned maintenance where the services will be unavailable for more than four hours, or that requires customer action in advance, Salesforce endeavors to communicate via email several months in advance. Please Note: If emergency system maintenance is required, customers may be notified less than one (1) week in advance. Major Release Maintenance is for upgrading the services to the latest product version to deliver enhanced features and functionality. Major release dates and times are posted on http://trust.salesforce.com/trusUmaintenance approximately one month before release to Sandbox instances. An email notification and blog post regarding Sandbox preview instructions is also sent approximately one month prior to upgrading Sandbox instances. Email notification of major release dates is sent one month prior to upgrading non -Sandbox instances. The Release Notes document describing the new features and functionality is posted in Help & Training one month prior to upgrading non -Sandbox instances. Final release reminders are communicated to all customers approximately one week prior via email and upon logging into Salesforce. Major release maintenance occurs three times per year. The instance will be unavailable for up to five minutes during the release window. Patch Releases and Emergency Releases are used to deliver scheduled and ad hoc application fixes. Patch releases are scheduled weekly and are usually deployed to instances on Tuesday, Wednesday or Thursday, with release to Asia -Pacific instances the following day. Emergency releases are conducted on an as -needed basis and can occur any day of the week. Whenever possible, patches and emergency releases are deployed during off-peak hours and without _ downtime. _ ServiceNow ServiceNow notifies customers at least 10 days prior to scheduled maintenance for infrastructure network, hardware or software that might impact service. ServiceNow targets no more than two hours of downtime due to scheduled maintenance per month Docusign Continuous availability is a necessity for mission -critical business applications in a global world. It's also a key component of the xDTM standard. Zero maintenance downtime means that DocuSign is always available, regardless of the time -of -year, day -of -week, time zone or country. DocuSign's Carrier Grade System Architecture, a first in SaaS, eliminates maintenance downtime, and ensures the highest level of performance resiliency and data integrity. This is accomplished through a combination of advanced high availability architecture, native DocuSign engineering, and both s„pecialized and commodi hardware and software components. SAP Ariba Scheduled downtime windows for maintenance, upgrades or new releases are provided in the Service Level Agreement. Our uptime percentage takes scheduled maintenance into account. ird carahsort 145 carahsoft Agreement No. 7434 SOLICITATION # CH16012 Fieldglass Fieldglass' maintenance windows are as follows: Friday maintenance window of 11:00 p.m. — 2:00 a.m. Central (Daylight Savings Observed) • Extended maintenance windows are taken with five days advance notice and are typically as follows: - Second Friday of each of the following months: March, July, and November - Critical service packs, security issues, and other emergencies will still be taken if needed with communication as reasonable Hanna SAP performs eriodic scheduled twit security patching p p maintenance activities to maintain security patching levels, application transports, fixes, network maintenance, and other scheduled proactive activities during scheduled maintenance window (agreed to by the customer). The predefined maintenance window is 4 hours per month (for example first friday of every month) SAP may perform additional maintenance services on the Customer's Computing Environment in agreement with Customer, with at least ten (10) Business Days prior notice (which notice may be by email to Customer's nominated contact or posting) of the date and anticipated length of the maintenance window, and provided that SAP adheres to Customer's reasonable requirements as to the timing and duration of any such maintenance. SAP reserves the right to apply critical application and operating system security patches in compliance with the SAP Global Security Team's reasonable recommendations. SAP will use reasonable endeavours to provide Customer with forty-eight (48) hours advance notice regarding the critical patch deployment unless a shorter notice period is required in order to address a critical security issue. Non critical security issues shall be dealt with b Scheduled Maintenance Hybris Typically they are two-hour maintenance wind — ........-ITITIT ows, with no downtime or on occasion maintenance periods require between 2 to 10 minutes of downtime. Other rare periods which may require further maintenance could have downtime between 30 min to 4 hours. SuccessFactors To address issues such as security patches, hot fixes, updates, equipment upgrades, etc., we has established maintenance windows to perform scheduled maintenance. Scheduled maintenance events typically occur during only one of these windows, roughly every 6-8 weeks. A 14-hour/week window will be used for all critical / most emergency patches and all bug fixes (will include tech stack and application patch sets). We define scheduled downtime maintenance windows as: Midnight to 7 a.m. Fri -Sat local time + midnight to 7 a.m. Sat -Sun local time (dependent upon the data center where the customer data is hosted) We will provide customers with at least a 2 days' notice if a larger maintenance window is needed. Typically, for HCM / LMS products, customers receive a 3-5 day notification (via popup on login). When the system is not available during the maintenance there is a notification page displayed for the outage timing. W—p) n maintenanc events. onservativelhand use them sparnngl VMware VMware IaaS Services Customers are notified in advance of any expected downtime with vCloud Air services. In the event of an unexpected outages or disruption to the service, customers will be notified via their preferred contact means as soon as possible as per the terms outlined in the Service Level Agreement. VMWare AirWatch carahsoft 146 carahsoft __ Agreement No. 7434 SOLICITATION # CH16012 We maintain standard SLAs with our customers to provide for downtime • SLAs are defined within the AirWatch Hosted Services Policy Per our Hosted Services Policy, we provide outage credits in the event of a service interruption: • ""AirWatch warrants it will provide Availability of the Hosted Services 99.9% of the calendar month (the "Service Level"). To the extent that the Hosted Services fail to conform to the Service Level, Customer may request service credits ("Outage Credits") as provided herein. A failure or lack of Availability for any period of time of at least one minute during which Customer is unable to utilize the Hosted Services due to AirWatch's failure to provide Customer with the specified services constitutes an "Outage". All Outage measurements will be rounded up or down to the nearest one minute increment, with increments equal to or greater than 30 seconds being rounded up to the next minute. Outage Credits are based on cumulative periods of Outage over a calendar month. Final determinations of the length of the cumulative periods of Outage over a calendar month shall be based on AirWatch's internal monitoring equipment and records. Outage Credits will be taken aq.ainsthe Hosted Service fees for the month in which the Outage occurred."" _... ... _.�.. _. ..._._.. FireEye FireEye undertakes reasonable efforts to ensure that the service availability maintains a minimum of 99.9% availability. However there are circumstances where the system will be down due to the following: a) "Scheduled Maintenance Period" is the period during which weekly scheduled maintenance may be performed, or a maintenance window otherwise mutually agreed upon by FireEye and Customer. Customers receive notification and announcements for any scheduled maintenance period. b)"Emergency Maintenance" means any time outside of Scheduled Maintenance that FireEye is required to apply critical patches or fixes or undertake other urgent maintenance. If Emergency Maintenance is required, FireEye will contact Customer and provide the expected time frame of the Emergenc�Maintenance VirtueStream Virtustream planned downtimes start with the weekly change board meeting by the Platform Operations group. All requested changes whether requested by customers or by the operations staff are reviewed, if approved then scheduled. Depending on the nature of the change, routine and planned, the affected customers are notified as early as possible and adjusted based on customer needs. For example, if the scheduled downtime falls on a weekend that a customer plans to do their quarterly close, Virtustream will reschedule. An emergency/urgent change may have less notice for the customers. But in all cases, customers will be notified of the upcoming downtime multiple times, start of the downtime will be specified and the expected duration. Once the downtime is complete, another notification will go out to the affected ......� ., 812 6 Describe the consequences/SLA remedies if disaster recovery metrics are not met. l r ., ,� - ,,,��� carahsoft 147 carahsoft Agreement No. 7434 SOLICITATION # CH16012 _.. _ .._..... For business continuity purposes, Salesforce supports disaster recovery with a dedicated team and a 4 hour recovery point objective (RPO) and 12 hour recovery time objective (RTO). Additional details can be provided with the execution of an NDA between Salesforce and your Agency. In terms of remedies, the Salesforce Service Terms incorporated as part of the End User Licensing Agreement indicate the following regarding Termination allowing customers to terminate the contract at time of renewal: User subscriptions will automatically renew for additional periods of one (1) year at the list price in effect at the time of renewal unless You give Your Reseller notice of termination at least 30 days ....... rior to the end of the relevant subscri tion term."" ServiceNow See 8.12.2 for the Availability SLA Docusign See 8.12.4. SAP Ariba _ Please see the details provided in 8.124 response. Field lass Please see the answer to Question 8.12.4, above. Hanna Penalties and remediation for SLA violations are detailed in the —State ment of Work. Hybris Our SLA provides tenant remuneration for losses they may incur due to outa es within the infrastructure. VMware For VMware there is a service credit reimbursement structure outlined above. We ha ve detailed recovery procedures that include defined steps, roles and responsibilities and accountable personnel to help ensure streamlined disaster recovery. As conversations progress, AirWatch can provide specific details regarding our disaster recovery timelines and strata ies. FireEye FireEye has established formal Business Continuity and Disaster Recovery plan, as well as Incident Response and Recovery Plans to help maximize availability of critical customer -impacting services. 8.12.7 Provide a sample of performance reports and specify if they are available over the Web and if they are real-time statistics or batch statistics. CA _ APM A report of the Service's measured monthly SLA is available le to Customer upon re uest .......... �� Reports ._..._.._. _ _ are generated periodically and ad hoc. Customers can use their support.ca.com credentials to access private trust site which contains SLA details for the subscribed service. _ CAA ile Realtime and historical m s system _ y _�„status can be viewed at htkps:��status.raliydev.com �q P ically and ad hoc 9 9 P P Google Google does not produce customers specific � ....-� .._ ASM Reports are enerated erio is performance reports. The web based Apps Status Dashboard displays real time System Availability Details. Customers can works with their Google reseller to design a reporting system using Google Sheets based on which incident actually impacts their end users. Service availability issues are isolated to specific applications and specific AODocs AODocs h�a act all of locations and thus would not urn urmusers or urITaccount at all. cs does not produce customer specific performance reports. Customers can visit the AODocs status page: status. aodocs.ccm. AODocs provides a set a usage reports and AODocs - ., to build specific resorts �o work with the customer �m.. team can _ ...� _ interactions. Virtru .-_ actions. Salesforce System Performance Re ortsOur track record speaks for itself—Salesforce has �� Aerations and client side inter p p maintained high levels of availabilitv across all Salesforce instances since inception As an on -demand vendor carahsoft 148 carahsoft Agreement No. 7434 SOLICITATION # CH16012 providing daily service -quality data on a public website (http://trust.salesforce.com), Salesforce proves that it is a leader in availability. And by making its track record completely transparent, salesforce.com proves it is worthy of customers' trust. A few metrics that we maintain (and publish publicly via our trust.salesforce.com website) are: -Daily Transaction Counts -Daily Transaction Speeds Salesforce is hitting almost 4 billion transactions a day. These transactions are a mix of user interacting with the system and API calls where other systems are bi-directionally interacting with Salesforce. Our Average Transaction Time hovers between 150 and low 200 milliseconds. Some additional published metrics are uptime & availability, planned maintenance windows, and any performance degradation. The Purchasing Entity can view all of this information and more by going to trust. salesforce.com. Customers can also log a case to request system uptime reports for the last 6 months and last 12 months, however,, system m reportsarenot automatically distributed. _.._ ......................�__._...._ ServiceNow Administrators can view a wide range of performance metrics for their instance and for the machine on which the instance is running, displayed in a graphical format. Add these graphs and their controls to a home page to monitor the performance of instances. Some of these graphs are intended for use by ServiceNow Technical Support to troubleshoot performance issues or help tune your system for maximum efficiency. Each graph enables admins to filter the data by using different measurements, such as maximum and minimum values, means, and medians. The available graphs reflect performance in eight functional areas of ServiceNow. Database -Discovery -Disk Partitions -Linux Stats -Logging •MySQL Overview -Node Metrics -Replication -ServiceNow Servlet Docusign For real-time data, please vis_if the DocuSign Trust site (trust.docusign.com) for additional information. SAP Ariba We provide a monthly report to customers describing the system availab ility percentage. Depending on the cloud service, these reports are made available either by email„ thr.0 h the cloud service or through an online portal, Fieldglass Fieldglass executes comprehensive performance testing prior to each release to production. Performance testing is executed in accordance with the Fieldglass Performance Testing Standards document. Types of testing performed include regression, load, stress, and endurance. Results are reviewed and approved by senior members of development, QA, IT, and the Chief Architect. Our standards document can be shared upon request while under NDA. During peak periods, Fieldglass will see 12,000 concurrent users with page response times averaging 400-700ms. Across all of 2015, we have a 99.4% success rate in meeting or exceeding all monthly customer SLAs for page response times. Hanna Performance reports on -HE Care available to the customer via the SAP One Portal page. It provides the customer among other things: operational info about systems being managed, incident management, security management, �m userspecific settin s, planned downtime, etc. carahsoft 149 carahsoft Agreement No. 7434 SOLICITATION # CH16012 SuccessFactors Customers can view hostingperformance ..__ ....... ._.. . p mance and availability information real-time at the following link: https://suppoq.successfactors com/Service_StatusIT VMware VMware IaaS Services VMware vCloud Air provides Web -based capacity reporting via the MyVMware portal. For detailed performance reporting, participating entities may wish to acquire VMware vRealize Operations suite, which is a non -Web based software product which provides real-time and historic performance statistics for vCloud Air. VMWare AirWatch We can provide sample performance testing documents that validate our ability to handle anticipated workload under real -world conditions as conversations progress. We have a dedicated team for scalability and performance testing. They work with both internal teams and customers to conduct testing.. .....�__... __._._. FireEye This is not applicable as each of the FireEye offerings are classified as SaaS. The performance of the FireEye cloud environments are continuously monitored and managed by the cloud service _,operations CSO team to ensure secure operation and availability VirtueStream Service Levels will be calculated and measured monthly by Virtustream on a calendar month basis and reported each month for the previous month. The reports will be provided to Customer by the tenth (10th) working day of the month following that to which such report relates, commencing on the second (2nd) month following the Service Start Date and each month thereafter. The monthly service level report will contain at least the following items: (i) Uptime statistics for the month concerned; (ii) an analysis of reported incidents over the previous month, broken down by type for discussion; (iii) action plans for items giving rise to concern; (iv) comments and observations on any issues arising from Virtustream's performance monitoring activities; (v) recommendations on service delivery strategies to maintain or enhance the service level; and (vi) review of general business requirements ("Service Level Report"). Cloud Platform Services (CPS) has its own specific service levels as described in this document. Cloud Cover Services (CCS) has service levels that pertain to the CCS offerings and are reported separately. Not all Virtustream customers have CCS but all Virtustream customers use CPS. l 8.12.8 Ability to pant historical, statistical, and usage reports locally. M, CA APM A report of the Service's measured monthly SLA is available to Custom .. p y Customer upon re uest ..... _.... ......... MAA Same as above. CAAgile This is available ASM Customers are sent monthly SLA re ort� sue_ Goo le See 8.12.7 AODocs See 8.12.7 Fish reports locally for customers. Virtru _ We may be able to publi _ _ _ _„ Salesforce Trust.salesforce.com is the Salesforce community's home for real-time information on system performance and security. On this site you'll find: • Live and historical data on system performance • Up -to -the minute information on planned maintenance • Phishing, malicious software, and social engineering threats • Best security practices for your organization • Information on how we safeguard your data carahsoft 150 carahsoft Agreement No. 7434 SOLICITATION # CH16012 .......... ...... .. _..... ...�..�.._............. In addition to the Salesforce Trust site (http://trust.salesforce.com/trusVstatus) to monitor uptime and performance, your Agency will also have access to a System Overview, which will help you monitor performance and usage of your own Salesforce org. This overview includes: Schema - # and % of custom objects and data storage Business Logic - # and % of Rules, Apex triggers and classes, as well as % of code used License Usage API Usage - # and % of requests in the last 24 hours User Interface - # and % of custom apps, sites, flows, custom tabs and pages Portal Usage The above list is of all the possible metrics that you may have in yours sYtem overview. ServiceNow Yes. Instance performance can be viewed locally. Customers can use the Customer Support Portal to obtain information about the real availability of all their instances. Real availability is the percentage of production time that an instance is up and available for use. Docusign Yes. DocuSign offers a number ofpre-defined reports to provide detail and summary information on DocuSign usage in the account, such as by Envelope, Recipients, Velocity of signing, and User Access among many other reports. Users can modify report criteria such as data ranges and re orts can be scheduled to execute. All reports can be downloaded or Printed locally. .._..... ...... QTS Yes _ ._.. SAP Ariba User access is brow_...... _...... ser-based, so printing is enabled via the printers that are setup on the user's workstation. There are several "Print" buttons throughout the applications that will open an additional browser window with a printer - friendly format of the screen. Fieldglass Any user with the correct permissions in the system, as specified by the State of Utah, may locally print historical, statistical, and usage reports. Hanna _ Yes, available ....... VMware VMware IaaS Services At the present time, VMware does not provide end user customers with specific reports for SLA performance. VMware tracks the overall health of the environment and will report to customers in the event of an outage. However, specific SLA performance is not delivered as a report, but as an alert. It is currently the customer's responsibility to track downtime within their environments and report to VMware when they believe SLA has been violated. VMWare AirWatch Customers can export and print solution data using interactive dashboards (CSV), reports (PDF, XLS, and CSV), the AirWatch Hub ........................(PDF), and event log (CSV) _ _.. FireEye Each of the offerings in this response have reporting capabilities local to the system and users with the appropriate access ri htgs. 812 9 Offeror must describe whether or not its on -demand deployment is supported 24x365. �, �,v,..a �.�, , ,,, 7. ,,, .�, „� ���,,, ti.,eJ111 . carahsoft 151 carahsoft Agreement No. 7434 SOLICITATION # CH16012 .m ............ .......................................... ... ___. or other infrastructure hardware and software necessary. The service is always available and the customer can de Io 24x365 at their own pace m _ ......... ServiceNow ServiceNow is su orted 24365. _ FireEye The FireEye offerings in this response are se rvice ervice models. Once t ITITITITITIT � � he application or service is set up there are no further deployment steps necessary. On -demand Self-service options referenced in section 8.1.2.1 are available 24365. _ VirtueStream Virtustream's _self-service portal -allows authorized users to deployresources esources on -demand 24x365, 3 8.12.10 Offeror must describe its scale up and scale down, and whether It Is available 24x365 . ....�._.�.......................... .., _................ CA N/A. CA only offers SaaS solutions and manages all aspects of the service; monitoring and ca "acit fanning is included as part of the service. Google Purchasing entities will subscribe to an initial set of user licenses and can provision new user accounts at their convenience within that range of licenses. If the purchasing entity has exceeded or is about to exceed their user count they can place an order for additional licenses at any time. Scale -down procedures will be handled on the renewal anniversa Salesforce The Salesforce cloud based architecture will allow the State to deploy Salesforce solutions rapidly and scale at will for future needs. Customer's may scale up and add licenses at any point during their annual contract cycle. User counts are examined on an annual basis at time of renewal to ensure the customer had adequate license cove...rage. ServiceNow ServiceNow can automatically scale its application servers horizontally by adding or subtracting them to the load balancer pools for a particular instance. Scaling is managed by the ServiceNow Cloud O eratfons team. FireE a The FireE a offerings in this response are SaaS service models.. Fi y y g p reEye cloud environments are continuously monitored by cloud service operations (CSO) personnel to help ensure optimal resources are allocated to the system 24365 VirtueStream Virtustream's self-service portal allows authorized users to deploy or de -commission resources on - demand 24x365. Describe your level of disclosure with CSA Star Registry for each Solution offered a. Completion of a CSA STAR Self -Assessment, as described in Section 5.5.3. b. Completion of Exhibits 1 and 2 to Attachment B. C. Completion of a CSA STAR Attestation, Certification, or Assessment. d. Completion CSA STAR Continuous Monitoring Carahsoft is proposing a number of Service Providers that are members of the Cloud Security Alliance. For example Salesforce is a corporate member of the Cloud Security Alliance (CSA) and contributes to their research and initiatives in a variety of ways. Salesforce has completed the CSA Consensus Assessments Initiative questionnaire (CAIQ), which maps to the CSA Cloud Controls Matrix (CCM) for the Salesforce Services, including Force.com, Analytics Cloud, Communities, Chatter, Sales Cloud and Service Cloud. A copy of the current completed CSA CAIQ can be provided to prospects or customers under NDA upon request. 8.14. 1 Describe in detail how your firm processes emergency or rush services implementation requests by a Purchasing Entity. carahsoft 152 carahsoft Agreement No. 7434 SOLICITATION # CH16012 ........... ....... ..... _.uu _...... ...... .......... CA APM CA SaaS Ops has a rigorous service introduction and update process that is governed by a central body to ensure adherence. Every step in the process is recorded, tracked and approved. _........_...._..._ ......._ MAA Standard lead times for requests can be waived for requests that have a critical business need CA Agile Standard lead times for requests can be waived for requests that have a critical business need such as a data recovery effort ASM Standard lead times for requests can be waived for requests that have a critical business need such as a data recover effort Goo le Order processing from the time a valid Purchase Order is submitted has a normal turn aro-........ 9 P 9 and time ..... of three business days. Google's sales team can be contacted to expedite orders when needed. AODocs Order processing from the time a valid Purchase Order is submitted has a normal turn around time of two business days. AODocs's sales team can be contacted to expedite orders when needed. Virfru Requests are triaged by the support and if an emergency is identified, the request is escalated by the VP of Product who immediatee assigns the issue as a top priority to a developer. Once __completed a hotfix is to production. Salesforce Subscription -based, On -Demand Service Salesforce offers on -demand Platform as a Service (PaaS) and Software as a Service (SaaS). The Salesforce PaaS and SaaS offerings are subscription based and in a per user/month or user/year format billed annually with some of our products offered as total logins per month or by defined number of members billed annually. Multi -tenancy gives applications elasticity. Force.com applications can automatically scale from one to tens of thousands of users. Processing more than three billion transactions each day, Force.com is used for large-scale deployments. Any application that runs on Force.com is automatically architected to seamlessly scale from 1 user to 100,000 users without the customer having to do anything differently. All applications (includes mobile, of line and read-only options) and data running on Force.com are deployed to and replicated across multiple data centers in different geographies. Every application, no matter how large or small, gets the full benefits of the backup, failover, disaster recovery, and other infrastructure services required for an organization's mission -critical a lications. --_-.w ....... ........_ ervi SceNow ServiceNow professional"—se" rofessional _ services organization responds to customer needs based on each request. Once a purchase order is received from the Purchasing Entity, ServiceNow contacts the Customer to discuss schedules. Resources are assigned based on the project need. If the customer has a priority issue with the system, they would open a ticket and the ticket SLA process would proceed until the issue is resolved. Every ServiceNow customer is supported based on their priority and need. SAP Hanna Rush or emergency infra provisioning can be request in exceptional situations and would be addressed on best effor pjn rty basis VMware VMware IaaS Services Initial Order - Expedite the purchasing process thro - In the event that an emergency or rush service implementation request is received, VMware's NASPO program manager will coordinate an expedited response depending on the request. - Expedited Procurement - The Program Manager will directly interface with each company in the supply chain to ensure that the order is processed immediately upon receipt by each party. - Expedited In Increased capacity carahsoft IS3 r Agreement No. 7434 SOLICITATION # CH16012 VMWare AirWatch Participating Agencies will work with thier dedicated Account Executive to procure addition services for thier AirWatch implementations. Customers can implement and update configurations through the AirWatch administrative console. Additionally, customers can submit ASK tickets for an solution issues that will be tracked through completion. W FireEye FireEye will ' make every reasonable effort to accommodate rush provisioning requests. The purchasing entity should contact their sales account team who will interface directly with the corresoond'ina imnfementation team to coordinate an expedited implementation. 814 2 Describe in detail the standard lead-time for provisioning your Solutions ,,, �,, ,.,n,. , ,.. �„ �, �,���. _ CA APM 48..._ ......� .... hour turnaround is typicallv required ervi MAA Sces do not generally require client action for provisioning, General service catalo requests have a standard 48 hour lead time CA Agile Services do not generally require client action for provisioning. General service q such as a data refresh„ catalog requests, have a standard 48 hour lead time . ASM Services do not generally require client action for provisioning. General service _ re uests have a standard 48 hour lead time Goo le Standard lead time s three bdays, �.... mmmmm_ IT ....... ....... i business days AODocs Standard lea d time is two business days. Virtru The Lead-time for provisionin is no more than 15 minutes .1.... _ ..._ .... ._..... ServiceNow ServiceNow provisions new instances or newly purchased users or applications to the instance within 48 hours after receipt of order. If users or applications are required more quickly, the customer controls access to all ServiceNOw capabilities at any time and the true -up occurs thereafter. - n DocuSi n �s._ ___..............._.�.. _.._.� ...� Docusi ....� g g intuitive and easy -to -use. Getting started with our cloud solution, standard console, can be implemented in a day. Adding integrations or API's will add to the complexity of the .. im lementation, but our Professional I Services are there to guide you every step of the way. VMware VMware vCloud Air Services VMware vCloud Air OnDemand services can be purchased and provisioned in minutes via the vCloud Air self service portal. VMware vCloud Air services other than OnDemand are purchased via purchase order. Purchase orders are typically processed on the day of order. Once services have been purchased the user can immediately begin provisioning services from the self service in tes of launch. u portal. I. These services are available within m VMware vCloud Government Services VMware vCloud Government Services are purchased via purchase order. Purchase orders are typically processed on the day of order. New environments require an RSA token that is overnighted for 2 factor authentication. Once the user has their RSA token they can begin to provision IaaS Services. VMWare AirWatch AirWatch is committed to implementing the solution in a timely manner and we work closely with customers to meet internal deadlines. Delivery and deployment models will vary depending the hosting model selected by the customer: • SaaS deployments can be implemented within several days and some within a few hours • Large enterprise deployments with numerous integration endpoints may require additional time Once an order is placed, we immediately begin working with the customer to finalize terms and conditions in a mutually agreeable manner and begin the implementation process. We schedule regular check -ins for project status updates and to discuss any questions or concerns. carahsoft _ 154 Agreement No. 7434 SOLICITATION # CH16012 y days. However, anticipates that the standard lead-time is expected to take no more than However, FireEye is willing to accommodate an n urgent request from NASPO in order to FireE a FireE five 5 business rpvlde amdeuate service to the artici tingstates. VirtueStream Virtustream's standard lead-time for provisioning can vary based of the type of deployment and requirement. Resources can be deployed on -demand basis by State of Utah. For the initial services, there is a standard which is maintained as best practice. At project kick-off, Virtustream and State of Utah will develop a detailed Implementation Plan, on a system -by -system, week -by -week basis, to ensure that both sides of the relationship have clear expectations on what is to be accomplished, by whom, and in what timeframe. Upon completion of the Implementation Plan, Virtustream and State of Utah will establish a Project Governance Plan and the Project Governance Plan will manage Implementation Plan and ensure alignment at all tiers of the organization, define expectations for status update frequency and formats, and establish an escalation path for issue identification and resolution. Virtustream offers a dedicated onboarding project team that is charged with migrating clients into the xStream® cloud. This chargeable service includes resources from our platform and SAP teams and development of an onboarding project plan with milestones and deliverables. Virtustream uses a mature methodology to move clients onto our cloud platform, a process which is continuously refined and improved. A link is established to the client site using a Virtual Private Network (VPN) or Multiprotocol Label Switching (MPLS) circuit, for customer access and testing of migrated systems. Prerequisites are put into place (domain controllers, backup systems, infrastructure, networking, etc.) prior to systems being onboarded, in a defined sequence. Virtustream SAP basis team members test the systems before turning them over to Ascend for validation. Once on the xStream® platform, Virtustream monitors, backups and maintains the systems. As a component of the Virtustream platform, all core units are replicated to an alternate data center to provide disaster -recovery capability. Figure 3. Sample Work Plan Creation of the Implementation of • Perform additional Operate Services SAP focused Migration Design 8 Plan profiling & confirm from within an Services Cornerstones deliverables resource optimized cloud • World L,esdem 0 SAP• Cloud Design • Implement Estate requirements environment Cloud Based .Transformation Plan Operational Handover - Managed Services • Project Plan to Cloud Support Team - , SAP based integration •Test Plan • Quarantine: Operate tools allowing fora Risk Mitigation& Services from within cohesive Planning isolated environment infrastructure and Operational Alignment Benchmarking against managed services ,. opq,m4,vr & align to original performance approach CA'gDONE • Implementation Sequence New Cloud Estate in line with original Strategy 8 , Confirmation of Realization of the • World DW55 SAP • Data Ma p Requirements Resources Cloud Strategy based Managed • Network Design Operational Handover Benchmarking Services • SecurityPolicies Documentation Report & Service Global Mana ed g • Data Lifecycle Confirmalion of Service Si n off g Services delivered • IT Service Continuity Migrations DR Test Management Design , Fully integrated cloud • Operational Readiness based service offering Recommendations ; -Award winning detailed transformation -Business Strategy Aligned toolsel Toolset & process Far Solutions A unique and truly l the delivery of optimised •WoMaeading enterprise cloud cohesive inking of Cloud -ISO certified processes latform Cloud infrastructure and cloud based Services p operating from world- Cloud based Managed -industry leading methodologies class hoed risk on sec Services • Mitigated risk on secure platform " Foot"s 0" 9aeoe rO'I'm: howdogm l 8.15 Back Up and Disaster Plan carahsoft 155 carahsoft Agreement No. 7434 SOLICITATION # CH16012 ........ 815.1 Ability to apply legal retention periods and disposition by agency per purchasing entity policy and/or legal requirements CA APM Not currently available. MAA Not Available. _ CA Agile The customer is responsible for the lifecycle of their data. We will retain al l data until it has been deleted from our systems. We can remove data from our systems upon written request from the customer at termination of the contract. ASM Not available. Salesforce Salesforce customers are responsible for complying with their company's data retention requirements in their use of the Salesforce Services. If a Salesforce customer must preserve data and the retention procedures above are insufficient, they may schedule a weekly export of data or copy to a sandbox account. Exports of Customer Data are available in comma separated value (.csv) format by request via Salesforce's Customer Support department. In addition, many exports can be manually -pulled by the designated org administrators....._. ServiceNow Once notified ServiceNow has the ability to leverage our internal clone operation process. This provides a locked state copy of the instance, while the customer can continue working on the production instance. Any data additions, changes or deletes will be on the production but not on the frozen instance copy. Additionally, ServiceNow can freeze backups to prevent them from being over written. Docusi n DocuSicgn customers determine their retention olicies. QTS _ Yes QTS will work with customers to meet legal requirements SAP Ariba For the network's standard record retention is 180 days, but customers can re uest longer terms. Field I............_ _._...... _. g ass Fieldglass has many methods in which we can freeze customer data, today. We have the capabilities to restore, utilizing a point in time recovery method to a secondary system for legal review effectively delivering a system that has been frozen in time for all clients. Hanna HEC standard backup retention is 1 month for productive systems, and 14 days for non -productive systems. However retention period can be changed per TA_uest and may have cost impact. SuccessFactors A customer can configure as many ""purge rules"" as required to comply with data privacy rules. Since these rules vary by country, the solution provides the flexibility to define different retention periods for groups defined by country, department, division, location, job code and hire date. Customers can grant permissions to the appropriate users to create a request to purge data and to approve the request to purge data. These ""purge rules can be scheduled to reoccur. User records are kept in the system, for reporting purposes, but their data is anonymized. Our customers use the solution in compliance with local regulations today in almost 180 countries. VMware VMware IaaS Services Participating entities that leverage VMware Data Protection are able to specify the retention period of their backups to comply with policies and legal requirements. Data Protection leverages snapshots to take an image level backup of virtual machines. When a backup is initiated, a snapshot is taken of that virtual machine. Once the snapshot is taken it is then stored on the Data Protection storage for the duration of the retention period assigned in the policy. The policy column in the screenshot below illustrates the variety of data retention policies that have been set within a sample customer's vCloud Air Data Protection instance. In this example retention policies range from 3 to 36 1.56 carahsoft Agreement No. 7434 SOLICITATION # CH16012 ... WAV"OEVITON 2u4 i �� 8820ea2re 10 VMWare AirWatch Customers can export and archive solution data using interactive dashboards (CSV), reports (PDF, XLS, and CSV), the AirWatch Hub (PDF), and event log (CSV), Customers in a Dedicated Cloud deployment can leverage a robust data mart FireEye Customers have access to data stored in varying cloud solutions and are accessible at any time during the length of the subscription contract. Retention periods vary per service offered. See section 8.7.2 for further information. _ VirtueStream Specific retention requirements can be accommodated on a custom basis. More d.. - etailed information would need to be provided in order to scooe, E 815 2 Describe an known Inherent disaster recovery risks and provide potential mitigation strategies y p P _......_ CA APM DR is provided only in a single geography at this point. Professional Services would need to be en aged to provide multi- eo DR MAA N/A ...._ __.. ...... ........ _ ......_........... CA Agile None - our DR Ian is tested at a minimum semi annually.. ASM one _._ ......... __....... ......- ......._....... Virtru Please see the Virtru Disaster Recovery Plan provided in the Supplemental Information section of this response. Salesforce The Salesforce service perform replication _._... s near real-time replication at each data center and annual disaster recovery tests for the service verify the projected recovery times and data replication between the production data center and the disaster recovery center. The disaster recovery site is a 100% replica of the primary production site of capacity (host, network, storage, data). Data is transmitted between the primary and disaster recovery data centers across encrypted links. Additionally, back- ups of data are performed and data is retained on backups at the geographically separated disaster recoverydata center location CP-4, CP-6, CP7, CP 9, MP-51. ServiceNow ServiceNow is divided into two distinct environments for Business Continuity (BC) and Disaster Recovery (DR). ServiceNow's corporate environment and its data center environments are physically and logically isolated from each other. A disaster in ServiceNow's corporate environment could occur with little or no impact on the ability for the data centers within the private cloud to operate. In both cases, the BC and the DR are supported by a series of SOPs that allow ServiceNow to quickly and effectively take action when it is required. carahsoft 157 carahsoft Agreement No. 7434 SOLICITATION # CH16012 ServiceNow"s customer Did is documented in its Information System Contingency Plan (ISCP.), which covers its data center environments, and includes all customer environments as well as the instances that ServiceNow uses to run its business. ServiceNow formally tests this process on an annual basis and can produce compliance reports for customers requiring them. ServiceNow also uses the process of transferring instances to reduce the impact of maintenance on its service and will move instances out of one data center to the other on a daily basis. As a result, ServiceNow is very well practiced at the process of "failing over" customer instances. ServiceNow's BC process covers its functional offices and is a separate standard operating procedure from its customer environments. The BC Plan (BCP) has been developed in concert with the entire business including Business Impact Assessments (BIA) to understand the impact of the loss of any given systems or locations. Docusign DocuSign is dedicated to providing the industry's most secure eSignature solution through the DocuSign Security Assurance Program. QTS Not having a current copy of your information - Mitigation - QTS's DR High Availability Service provides continuous data replication of your physical and virtual server environments, ensuring you always have access to a current copy of our data, applications and operating systems. SAP Ariba Ariba has a strong disaster recovery procedure, tested every 6 months though has never required to fail over to the backup data center. The RTO is 4 hours and RPO is b minutes. Please see the SaaS Technical Infrastructure Whiteoaoer for addiitonal details. Fieldalass II None. Hanna SAP Hana Enterprise Cloud helps customers improve their Business Continuity requirements with High Availability (HA) , Disaster Recovery & Backup options. High Availability (HA) - HA is achieved by failover to staindby node Disaster Recovery (DR) - Systems are configured in the secondary datacenter. DR is an optional service that can be included as per customer's requirements SuccessFactors We maintain an N+1 approach for all equipment in the hostedcloud environment, so that there is never a single point of failure. All customer database backups are encrypted and streamed in a secure manner from the customer's "primary" data center to their "alternate" data center, allowing for a timely restoration of service in the event of disaster. Based on the terms of the agreement, we will designate one of the data centers as the customer's "primary" data center, with an additional data center designated as the "alternate" for data redundancy and disaster recovery canahsoft 158 Agreement No. 7434 SOLICITATION # CH16012 service outage or data loss in the event of a disaster. Participating entity chooses inappropriate data center service 1egraclation or ,rutage. Participating entity fails to acquire technology leading to inability to recover from disasters. Participating entity fails to ensure cloud RPO & RTO their mission requirements leading to inadequate times and data loss. VMWare AirWatch outage or data loss. In parallel, entities are encouraged to leverage 'Vf&til iata ;[Fite-c-tifur, vCloud Air Disaster Recovery, and other high formal plan is written Participating entities are encouraged to choose datacenter(s) that is Tser performance. In addition, data center should be geographically separated from primary data center. High Risk I Participating entities are encouraged to include DR capabilities in their costs estimates for cloud I deployments to ensure budget is available to acquire those services. High Risk Participating entities are encouraged to review SI-As for each cloud service that they are interested in acquiring to ensure that they meet mission requirements. Care should also be taken to ensure service SI-As do not significantly exceed mission requirements to avoid unnecessary cost. 111, "If I carahsoft 159 carahso-f-L Agreement No. 7434 SOLICITATION # CH16012 Providing a secure and stable product that mitigates vulnerabilities, reduces risk and quickly responds to the evolving threat landscape is considered a top priority. Following the guidelines established in NIST SP 800-30, regular risk and vulnerability assessments are performed against the production environment to identify, assess and remediate emerging threats. When potential vulnerabilities are discovered, we follow a documented procedure to prioritize and deploy necessary patches. -Vulnerabilities and threat -sources are identified by conducting interviews with various members of the Cloud Operations community and mapping data to the AirWatch business landscape. -We can provide additional information as conversations progress. fireEye Varies by service customer qpoyent. Wle define Virt Stream Virt stream has builtdredundancy intlo all layers lolfbthe physiidcal infra trugctgu a in ordertodeliver SLAs up to 99.999% and mitigate any known risks. To further mitigate against the unknown, Core microVM's are designed for mission -critical workloads and include reserved compute capacity in a secondary datacenter and automatic storage replication to facilitate the ability to restore operations in the event of an outage at the primary data center.. 8.15.3 Describe the infrastructure �,. ,�, astructure that supports multiple data centers within the United States, each of which supports redundancy, failover capability, and the ability to run large scale applications independently in case one data center is lost. CA APM AWS datacenters provide redundancy and failover within a single AWS EC2 zone (i.e., a single geographic location). Professional Services would need to be engaged to provide multi- eo DR MAA MAA service is currently available from one data center only. CA Agile We run a hot/warm data center configuration and have the ability to quickly failover if required. Our data centers are —1300 miles apart to ensure redundancy. We perform fulls stem planned switch over testing at a minimum semi-annually" ASM ASM core services run in one primary data center, and can fail over to the DR site if there is a catastrophic failure. .._...... ........................... ....._..... AODocs As described elsewhere in this response, AODocs is built on Google Cloud Platform (AppEngine) and Altirnao does not manage this infrastructure. Virtru _ We operate our infrastructure in multiple Availability Zones, and any given data center failure would not result in data loss. _ Salesforce Customer Data for customers in Salesforce's Government Cloud is stored in two of our U.S. data center locations. Our service is collocated in dedicated spaces at toptier data centers. Salesforce's hardware is located inside of secure server rooms designated to Salesforce and separated by concrete walls from other data center tenants. Individual racks inside of the data center are secured with a lock. Specific racks are allocated for hardware supporting the Salesforce Government Cloud. Access to the racks supporting the Salesforce Government Cloud hardware is restricted to Qualified U.S. Citizens as described in the section above. ServiceNow ServiceNow's data centers and cloud -based infrastructure have been designed to be highly available. All servers and network devices have redundant components and multiple network paths to avoid single points of failure. At the heart of this architecture, each customer application instance is supported by a multi -homed network configuration with multiple connections to the Internet. Production application servers are load balanced within each data center. Production database servers are replicated in near -real time to a peer data center within the same geographic region. carahsoft 160 carahsoft Agreement No. 7434 SOLICITATION # CH16012 ServiceNow leverages this Advanced High Availability (AHA) architecture for customer production instances in several ways: -In the event of the failure of one or more infrastructure components, service is restored by transferring the operation of customer instances associated with the failed components to the peer data center. -Before executing required maintenance, ServiceNow can proactively transfer operation of customer instances impacted by the maintenance to the peer data center. The maintenance can then proceed without impacting service availability. This approach means that the transfer between active and standby data centers is being regularly executed as part of standard operating procedures — ensuring that when it is needed to address a failure, the transfer will be successful and service disruption minimized. See the "ServiceNow Security, Operations, and Compliance White Paper" included with this response for more information. Docusign Each component of our trusted platform - Hardware & Infrastructure, Systems & Operations, Applications & Access, and Transmission & Storage - undergoes tremendous security scrutiny.. HARDWARE & INFRASTRUCTURE Three geo-dispersed, SSAE 16 audited datacenters Near real-time secure data replication and encrypted archival 365x24x7 on -site security Annual Business Continuity Planning (BCP) & Disaster Recovery (DR) testing Third -party penetration testing SYSTEMS & OPERATIONS Physically and logically separate networks Two -factor, encrypted VPN access Professional, commercial grade firewalls and border routers Distributed Denial of Service (DDoS) mitigation Active monitoring and alerting APPLICATIONS & ACCESS Formal code reviews and vulnerability mitigation by third parties Application level Advanced Encryption Standard (AES) 256 bit encryption Key Management & Encryption Program Enterprise -class malware protection Digital audit trail Multiple authentication mechanisms TRANSMISSION & STORAGE Secure, private SSL 256 bit viewing session Anti -tampering controls Signature verification of signing events Unalterable, systematic capture of signing data Digital certificate technology Customer confquraNe data retention proaraim carahsoft 161 carahsoft Agreement No. 7434 SOLICITATION # CH16012 QTS QTS cloud utilizes alternate telecommunications services from both TW Telecom and NTT America that reduces the likelihood of experiencing a single point of failure. QTS's failover facilities in RIC1 and ATL1 are a carrier -class and carrier -neutral datacenter with multiple Internet Service Providers. QTS-FC can establish connectivity with another service provider with 24 hours in the event of an unrecoverable catastrophic connectivity failure of QTS- FC's rima /secondaryprovider, ............. �.. SAP Ariba Ariba has implemented two sites within each region. In North America the sites are currently located in San Jose, California and Sterling, VA. In Europe the sites are located in St. Leon -Rot, Germany and Amsterdam, Netherlands. The act of failing over from one site to another has a design goal for its Recovery Time Objective (RTO) of no more than four hours. The design goal for the Recovery Point Objective (RPO) is five minutes. Disaster recovery options are included for all Ariba Cloud Services. In the event of a fail -over to the disaster recovery site, no customer changes are required as all URLs that customers use to reach the applications will continue to work. Ariba will notify customers via their email addresses in the event of unplanned downtime. Internally, Ariba uses a documented system recovery plan that outlines the approach and steps for recovering the applications. This document defines roles and responsibilities in the event of disaster: Local Ariba staff maintains the hardware remotely. Ariba maintains the application software. Processes are in place to keep database and fileservers in sync between primary and backup data centers. The failover process of all parts of the infrastructure is automated. In the event of a catastrophe, Ariba will declare the primary data center "down" and locally the script will be run to switchover and start the applications at the remote data center. Ariba tests power outage backup scenarios and the Disaster Recovery Plan on a periodic basis to ensure it is a -to date„ successful„ and effective. Fieldglass We host and manage the Fieldglass system within secure Internet data centers provided by CenturyLink in Elk Grove, IL, and our disaster recovery center provided by Equinix in San Jose, CA. Both are managed by Server Central which is a Tier 4 hosting provider and a Tier 1 data provider (see the note below). All systems are ""mission -critical loads"" supported by IDC Redundant Power Management System (UPS, generators etc.). Note: Data centers can be classified by tiers, with Tier 1 being the most basic and inexpensive, and Tier 4 being the most robust and costly. According to definitions from the Uptime Institute and the latest draft of TIA/EIA-942 (Telecommunications Infrastructure Standard for Data Centers), a Tier 1 data center is not required to have redundant power and cooling infrastructures. It needs only a lock for security and can tolerate up to 28.8 hours of downtime per year. In contrast, a Tier 4 data center must have redundant systems for power and cooling, with multiple distribution paths that are active and fault tolerant. Furthermore, access should be controlled with biometric readers and single -person entryways, gaseous fire suppression is required, the cabling infrastructure should have a redundant backbone, and the facility can permit no more than 0.4 hours of downtime per year. Tier 1 or 2 is usually sufficient for enterprise data centers that primarily serve users within a corporation. Financial data centers are typically Tier 3 or 4 because they are critical to our economic stabili and, therefore, must meet carahsoft 162 carahsoft Agreement No. 7434 SOLICITATION # CH16012 higher standards set by our government. Public data centers that provide disaster recovery/backu a services are also built to h[ r standards. _., __ Hanna Infrastructure setup: * Standby SAP HEC systems at DR failover site will be shutdown / not useable during regular operations. * WAN connectivity & special requirements (e.g. acceleration services) fall into the responsibil-ity of the customer. * Customer must have independent network connections to both DR sites. * All DR -relevant systems are going to be installed according to the Adaptive Computing (AC) principle (virtual hostnames + virtual IP addresses HSR will be used to replicate data from Primary to DR site for HANA solutions, similarly Sybase Replication Server (SRS) will be used to replicate data from Primary to DR site for ASE based solutions. For more information, please refer to attached Business Continuity document SuccessFacto rs.... _ ....__,_ �....�. ............ Our infrastructure architecture is designed with high availability in mind, and engineered for resiliency. All major components are redundant, including power, HVAC, fire suppression, and the physical components of our network. Production data centers have strict access controls, and are continuously staffed and monitored to help prevent acts of sabotage or vandalism. All production data centers are ANSI/EIA/TIA-942Tier III/IV facilities, and are ISO 27001 certified. Production data centers are also geographically dispersed to help prevent a single event from affecting more than one data center. In the event a production data center has an outage we failover to an alternate data center in the same geographic region to minimize impact to customers. Our Cloud Operations teams are also geographically dispersed, working in offices in the US, Europe, South America, and India. Should an office be impacted by an environmental event or pandemic, other offices can continue operations. Aspects of the plan are described in the SOC reports, Disaster Recovery Plan ("DRP") and Business Continuity Plan ("BCP") solutions are dependent on several factors. The customer may be responsible for parts of the w y tivitles recove lerbntacult ac VMware VMware IaaS Services VMware offers several technologies to provide redundancy, failover capability and the ability to run large scale applications independently in case one data center is lost. vCloud Air is built upon infrastructure that is architected for High Availability leveraging proven vSphere High Availability (HA), vSphere vMotion, and VMware Distributed Resource Scheduler (DRS). These technologies allow participating entities to migrate live workloads and/or automatically restart VMs in the event of host maintenance or unexpected issues. These technologies also maintain a consistently high level of performance for all tenants. VMWare vSphere vMotion enables migration of live VMs to transfer your workloads during maintenance, without downtime. Unlike other cloud providers, VMWare ensures that tenants are not impacted by standard maintenance. VMware performs vMotion migrations for maintenance behind the scenes for its tenants in vCloud Air during maintenance windows without disrupting tenant applications. vMotion is also used to seamlessly migrate VMs from an on -premises environment to vCloud Air and back. Today, vCloud Air is one of only a few major cloud vendors that uses live migration to do maintenance. This capability will enable NASPO participating entities to perform live migrations to move thier applications to and from the cloud for maintenance and other pi�Toss. This carahsoft 163 carahsoft Agreement No. 7434 SOLICITATION # CH16012 technology inherently prevents the lock -in experienced when migrating to cloud services offered by others. VMware Dynamic Resource Scheduler continuously monitors CPU and memory utilization across a cluster of vSphere hosts, allocating resources among VMs and rebalancing performance during high -volume peak times. This is performed 247 within the VMware vCloud Air environment. VMware vSphere High Availability delivers the availability required by most applications running in VMs, independent of the operating system and application running in it. Whether participating entities leverage Microsoft Windows or Linux; off -the -shelf or custom developed application; single VMs or many, HA provides uniform, failover protection against hardware and operating system outages within vCloud Air. HA can: • Monitor VMware vSphere hosts and VMs to detect hardware and guest operating system failures. • Restart VMs on other vSphere hosts in the cluster without manual intervention when a server outage is detected. • Reduce application downtime by automatically restarting VMs upon detection of an operating system failure. Other cloud providers require you to build availability in to your application. In the best case scenario, this is as simple as including a load balancer in front of multiple VMs in the same tier to achieve basic high availability. However, often the technologies of other cloud service providers requires a complete redesign of the hosted application, and often network devices such as load balancers are offered at an additional cost, unlike vCloud Air. vCloud Air was built to run hosted applications as -is, providing availability down to a single VM instance, and balancing resources across multiple tenant needs with DRS. Unlike other clouds, with vCloud Air and vCGS, participating entities are not required to rebuild thier application to get the flexibility and agility that cloud can provide. Of course, vCloud Air customers usually do not just stop at moving applications to vCloud Air. Once in the cloud they start to explore features like our Advanced Networking Services and using APIs, automation, and Cl/CD tools to deliver services faster. And, where it makes sense, customers do look at application redesigns as well, but with vCloud Air it is not because they must redesign to ensure the application is always available. VMWare AirWatch AirWatch features active -passive configurations for high availability and redundancy with all components made to failover with minimal downtime. Load balancing capabilities are deployed across multiple data centers to ensure immediate server pick up, ensuring zero end user downtime. AirWatch also incorporates replication technology featuring SQL log shipping or network SAN byte replication to reue vent data loss.mmmm .......... ...... FireEye Varies by service and customer deployment. Will be defined during engagement sett w VirtueStream Virtustream's U.S. based data centers are located in Washington, DC, Las Vegas, and San Francisco. All data centers meet the highest industry standard in terms of operational protocol and have redundancy built into all layers of the physical infrastructure. Core microVM's, which are used for mission -critical workloads, provide reserved compute capacity and automatic storage replication so that these systems can be failed over to a secondary data center and have access to the compute capacity required in the event of a catastrophic outage at the primary data center. 8.16 Solution Administration �__8.16.1 Ability of the Purchasing Entity to fully manage Identity and user accounts . „,, CA Pm Customer has full control over all user accounts ......... carahsoft 164 Agreement No. 7434 SOLICITATION # CH16012 ..... _....... _. MAA CA MAA provides user management self-service to customers to manage their own accounts and create accounts for other users. CA A tulle The customer is re�siblIe for�in.g the life�of all user accounts. ASM The Purchasing Entity can manage their account and create sub -accounts within ASM. AODocs _.�......__ ..... .. Com _.... _.. ........ Virtru Virtru does not have an identity _ system. We federate authentication to Oauth and Email loop verification. .._. _ .........._............ ...�..._.......... ........WW_W_ Salesforce Identity Management Logon is form -based. When users log into the Salesforce application, they submit a username and password, which are sent to Salesforce via an TLS-encrypted session. Security features are developed by Salesforce and built into the application. Third -party packages are not used for development or implementation of security internal to the application. In addition, single sign -on and two -factor authentication may be used to authenticate users. Some organizations prefer to use an existing single sign -on capability to simplify and standardize their user authentication. You have two options to implement single sign -on —federated authentication using Security Assertion Markup Language (SAML) or delegated authentication. Federated authentication using Security Assertion Markup Language (SAML) allows you to send authentication and authorization data between affiliated but unrelated Web services. This enables you to sign -on to Salesforce from a client application. Federated authentication using SAML is enabled by default for your organization. Delegated authentication single sign -on enables you to integrate Salesforce with an authentication method that you choose. This enables you to integrate authentication with your LDAP (Lightweight Directory Access Protocol) server, or perform single sign -on by authenticating using a token instead of a password. You manage delegated authentication at the profile level, allowing some users to use delegated authentication, while other users continue to use their Salesforce-managed password. Delegated authentication is set by profile, not organization wide. You must request that this feature be enabled by Salesforce. Salesforce can be configured to utilize Active Directory directly via Delegated Authentication, or indirectly via Federated Identity using either SAML 1.1, or SAML 2.0. Additionally your users can be loaded from information drawn from your Active Directory servers and modifications made in Active Directory can be propagated into Salesforce. Customers can use their own SAML Identity Provider, or license one directly from Salesforce with our Identity Connect product. User Accounts All users and application -level security are defined and maintained by the organization administrator, and not by Salesforce. The organization administrator is appointed by the customer, An organization's sharing model sets the default access that users have to each other's data. There are four sharing models: Private, Public Read Only, Public Read/Write, and Public Read/Write/Transfer. There are also several sharing model elements: Profiles, Roles, Hierarchy, _�aouts, and Field Level secud ServiceNow Customers manage their own instances, including g g users, defining user roles and profiles, and administrating the system. ServiceNow does not have access to the Customer's instances. The ServiceNow wiki has all ServiceNow documentation available. carahsoft 165 Agreement No. 7434 SOLICITATION # CH16012 ............................................................... .. ....... ...... Docusign Yes, DocuSign allows the purchasing entity to mange identities and user accounts. DocuSign for Enterprise is customizable to meet the administrative needs of the largest organizations. Full administration rights give you total control over document custody and retention policies, how signers sign or adopt signatures, user authentication and more. The branding tools QTS 24x7x365 Operations StaffLet QTS provide the expertise and experienced i ients can easel identi documents from our or anizatlom ensure recipients staff to monitor and manage your data center facility. Never again worry about staff turnover or whether your technologists are current with data center best practices. SAP Hanna Yes ......... Services VMware VMware IaaS Sery .. ._... __ VMware management infrastructure requires 2-factor authentication and multiple layers of access control. vCloud Air customers have the ability to provide access to their designated users. User account management is maintained by the customer. control. vCloud Air customers have the ability to provide access to their designated users. User account management is maintained by the customer. VMWare AirWatch The Purchasing entity has the ability to fully manage identity and user accounts for administrators and end users through the web console. Customers can optionally integrate with AD/LDAP to inherit your existing structure and policies. FireEye User identity and account settings are controlled within the administration sections of the FireEye cloud solutions. VirtueStream Virtustream can provide solution for managed solution for Active Directory or LDAP. As standard, we provide support for managing the VM itself and all OS support. However, our typical use case is, customer manages the users and related activities, as Virtustream might not be aware of nof User Management. internal HR elements �. ... „ ,,,,,,,,...� 8.16.2 Ability to anti -virus protection for data .. 1 stores CA APM AWS provides rotectionlvirus scanning for data at rest y _. MAA Lo ical secure isITpr...... b CIamAV Antivirus. g�IT installed on all Linux hosts and TrendMicr o for Windows hosts CAA ile We have CIamAV � _ITITITmmm ASM Lo icy al security is provided by ClamAV Antivirus. Goqg le Comply _.... .................. AODocs N/A Virtru AlienVault IDS is used to perform virus and vulneral i r scans. Salesforce Salesforce runs antivirus software on the production systems that store, transmit or process customer information. The Anti -virus scans host filesystems (not customer data). The antivirus software checks for virus definition updates daily. Other controls are also used to address malware such as hardening the Operating System of our servers, firewall configuration to ensure only required ports are open and all others denied, and use of intrusion detection systems. Access to these systems is restricted to authorized personnel and all these systems, as well as the host platforms, are monitored in real time through a security monitoring system. The application only accepts http and https traffic, but Salesforce does not restrict the file types users can upload. Salesforce does not modify or clean any customer data; the system stores the information provided in an encoded format within the database. It is recommended that customers run updated antivirus and antimalware solutions to help mitigate these threats. The production system receives inbound mail as part of the workflow functionality, but this does not pose any threat to our network, a lication, the email can be executed or transferred„carahsoft or users. No code in w ITITIT 166 carahsoft Agreement No. 7434 SOLICITATION # CH16012 �... eliminatingthe malicious software risk. Email sent from the Salesforce system is not currently y scanned for viruses. _ ServiceNow If Customers want to schedule an antivirus software scan on certain computers aft er apre-defined number of days, Customer would define a model -based plan with a duration -based maintenance schedule. This would do the scan automatically to those models defined in the Planned Maintenance area. ... ...... _. ..._._.._. ._u _.- Docusign Yes, DocuSSi n maintains enterprise -class malware protection. QTS Yes - 24x7x365dependable and detailed support SAP Hanna Yes VMware VMware IaaS Services Anti -virus software is installed on all development, domain and production hardware devices owned and operated by VMware, which hold company data, passwords, or keys. These devices maintain the most recent version of the anti -virus software signature file. VMWare AirWatch AirWatch has installed a best -in -class, continuously -updated anti -virus suite on servers in the SaaS environment ....._ ..... ... _._ FireEye FireEye employs a multi -layered, continuously monitored and engaged set of active defenses to provide anti -virus protection for customer data stores that both meet and exceed traditional approaches. FireEye, and our customers, not only are prepared to reactively withstand attacks from known virus vectors, but since FireEye and our MVX technology is literally, continuously, and securely detonating viruses and other advanced malware on the way to our customers data stores�FireEye proacfively defends from zero day and other emergent attacks as they happen. VirtueStream Virtustream offers Anti-Virus_protection based on_per virtual machine, per month charge. ............. 8.16.3 Ability to migrate all Purchasing Entity data, metadata, and usage data to a successor Cloud Hosting solution provider. . — l,e"-, , , - . , ,, ., ax„ ,,,,,,—JI! Carahsoft will work with each Participating Entity to develop a cost effective plan to assist in the migration and implementation of their data into the new service that has been selected. 816 4 Ability to administer the solution in a distributed manner to different participating entities. Carahsoft will view each Participating Entity as a separate customer and privileges � can be assigned for control access even within the individual services. 816 5 Ability to apply a parficipating entity's defined administration polices in managing a solution Each Participating Entity will have the ability to work with Carahsoft and the Service Provider to identify defined administration policies to mangage the solution. 8.17 Hostin_q and Provisioning 8.17.1 Documented cloud hosting provisioning processes, and your defined/standard cloud provisioning stack. ... CA APM CA SaaS Ops has a well defined Service Introduction and update process, including review boards, staged rollouts and followups to ensure service integrity. Our cloud provisioning stack is tied to AWS EC2 services, and includes S3 and RDS for storage; RHEL instances for the applications; route 53 DNS services; cloudfront for monitoring; and ELB for load balancing 167 carahsoft Agreement No. 7434 50LICITATION ft CH16012 MAA Automation tools are used to install and configure a MAA software on CA infrastructure. SOP documents are used CA internally. CA Agile All new systems should be provisions according to our baseline standards and we use configuration management tools to ensure all systems are created with the same standards. ASM Automati _. on tools are used to install and configure ASM software on CA infrastructure. SOP documents are used by CA internally, Google Google has administrative document and Google Deployment Guides accessible on the web AODocs This is not applicable to Goo Ig e. Virtru Ub - untu AMIs provisioned„ usingnterraform and configured by Ansible Salesforce Cloud Hosting and Provisioning Salesforce's deployment model is a "public" cloud infrastructure, as defined by NIST 800-145. In the Salesforce Government Cloud, an agency dynamically provisions computing resources over the Internet on our multi -tenant infrastructure. This is a cost effective deployment model for agencies as it gives them the flexibility to procure only the computing resources they need and delivers all services with consistent availability, resiliency, security, and manageability. Salesforce provides market leading PaaS and SaaS solutions and is a multitenant cloud -based subscription service. Multi -tenant cloud solutions provide a single, shared infrastructure, one code base, one platform that is all centrally managed, with platform -based API to support all integration traffic, and multiple release upgrades included as part of the subscription service. Multi -tenancy and the Cloud Computing model remove unneeded tasks from the process of delivering, managing, and integrating software. Salesforce customers will not need to maintain any hardware or software. Without multiple versions to support, integrations don't break during updates; they are simply updated automatically. As a result, both the initial integration and its continued maintenance are simplified. More resources can be focused on creating a better product, with a faster cycle of innovation, instead of having to manage the complexity of many different versions to support a vast installed base. Salesforce's position as an online service enables us to roll out all levels of improvement, from patch releases to major upgrades, that are largely transparent to the end users. When a bug is fixed and tested, it is rolled out to the application as part of regular maintenance; the nature of the service prevents special patches and code branches for individual customers, so all fixes can potentially benefit all customers. The Salesforce Services is delivered using a world -class data center infrastructure. Each customer's org is hosted from a primary and secondary production data center, with near real-time replication occurring between the two sites. Salesforce is a pure multi -tenant web application. No software or infrastructure is required by the customer other than a computer, browser and internet connection or a mobile device. User Administration and Provisioning User provisioning and management is performed by the customer through the Salesforce Administrative Setup environment. Users, their profiles, permissions and passwords may be managed, edited, activated and deactivated as needed by those with appropriate permissions. An administrator with appropriate privileges can manage session timeout, password policies, IP range login restrictions, delegated authentication/SSO, and requirements as part of this process. On first time login or password reset request, users are s. required to chan a their asswords to am acces .....�. ITIT ServiceNow ServiceNow includes all documentation on the wiki at wiki.servicenow.com. DocuSign DocuSign hosts customer accounts in its own data centers managed by DocuSign. Upon a new contract executed with a customer, DocuSign provisions a customer account based on the 168 carahsoft Agreement No. 7434 SOLICITATION # CH16012 ....... ...... ........_.... .—..m._................... .................... _ ........... contract terms. A designated point of contact becomes the default primary administrator who then adds additional users and other admin tasks. DocuSign's cloud stack is defined in architecture OTC documents available under se egg date confidential disclosure. ..._ ._..�........... ...... �_._._... .... ........—� ...._ .......... SAP Ariba Our solutions are offered and delivered in a true subscription -based model and shared service (multi -tenant) offering. There is no software to install, no hardware to buy, no maintenance or support costs and no need to hire consultants or tech specialists to run the system. We deploy and manage the infrastructure. Customers only need a web browser for access. Subscriptions include system maintenance, automatic upgrades, enhancements and application of service packs, Level 1— 3 help desk support, professional services and best racticds builtdirectly into the application. _.M Fieldglass Fieldglass maintains its own platforms and follows a mature change control roc s,s for In rodu new systems to the hosted environments. _.. Hanna The Managed Service includes the following: • Infrastructure operations management: monitoring, patching, software updates & maintenance up to the OS Layer • OS management: monitoring, patching, updates, and maintenance of the specific OS • Network and system administration • HANA database platform operations includes: space management revision management, security management, hardware configuration management, backup & recovery, change management coordination • Health check services, proactive monitoring, capacity management • SAP Technical Application Basis Operations (incl. SAP Basis) • Monitoring • Troubleshooting — Incident Management Level 2 and 3 • Patch Management • Housekeeping SuccessFactors We offer a cloud based solution. Our application is standardized on the J2EE technology stack with the majority of our software written in industry -standard software programming languages, such as Java. We also make extensive use of Web 2.0 technologies, such as AJAX and Flash, for improved usability and performance and to deliver a rich and highly interactive experience. Our hardware consists primarily of industry standard web servers, application servers, database servers and storage and networking equipment. Customers share the network security infrastructure, web servers, application servers and database instance, and each customer has their own set of database tables that are logically partitioned in the database containing its own unique database schema. Each company instance can be completely exported out of the database without affecting any other customer. The application utilizes the JAVA and J2EE industry standards. Integration is supported through .CSV, XML and web services standards. The application is portable to any platform and is deployed on Apache (Solaris) Web Servers, JBOSS Application Servers, and Veritas High Availeb�ter Servers„ and utilizes Cisco Networking. _.. VMware VMware laaS Services An interface that allows users to select from a catalog of pre built OS images and allows them to rovision on the tt __� carahsoft 169 carahsoft Agreement No. 7434 SOLICITATION # CH16012 VMWare AirWatch AirWatch uses industry recognized tools and follow best practices to deploy, configure, and maintain server images. We do not apply customer -supplied templates and do not share templates with customers. Our Information Security team identifies applicable security standards and the AirWatch Server Team creates a secure baseline image for deployment throughout the SaaS environment. Due to FOIA restrictions, additional information regarding capacity planning and image creation/safeuardinc cannot be disclosed at this time. mmmm _ ITITITITIT __ This is not applicable as each of FireEye's offerings are classified as SaaS. 8.17.2 Provide tool sets at minimum for: 1. Deploying new servers (determining configuration for both stand alone or part of an existing server farm, etc.) CA APM New servers are predefined by the CA SaaS 0 s toolchain. p ,and automated using AWS tooling to be able to bring up/down servers on demandmmmm MAA Same as above. CAA Agile We utilize configuration g g ation management tools to ensure consistent configuration across our servers. ASM Same as above. _ Google 1. This is not applicable to Google. Capacity planning and server deployment p yment is fully managed by Google. 2. This is not applicable. With the Google IaaS solutions all server images are provided by Google. 3. With respect to the SaaS offfering, Google Apps, if customers have not selected the Google Apps Unlimited option which offers unlimited storage, they have options to upgrade. With respect to the PaaS/IaaS offering, Google Cloud Platform, storage space is allocated dynamically based on actual usage demand. 4. SaaS, Google Apps includes numerous administrative tools to monitor end user and administrator activites." AODocs .This is not applicable._.�.. ....... _....�................�._._.._ ......�... Virtru AMIs provisioned using terraform and configured by Ansible to include all configuration parameters Salesforce This is not applicable. These services while applicable to laaS are not applicable to PaaS/SaaS where all of the infrastructure is managed by Salesforce as the Cloud Service Provider. These services are included and managed as part of the Salesforce subscription service and not directly exposed to the customer. The multitenant architecture and secure logical controls address separation of customer data. There are no dedicated servers used for individual customers. The Salesforce Services infrastructure is divided into a modular architecture based on "Instance". Each Instance is capable of supporting several thousand customers in a secure and efficient manner. Services are grouped within each Instance; with app, search, and database elements contained. There are appropriate controls in place to ensure that any given customer's org (application) is not compromised. The service has been designed to accomplish this and is robustly tested on an ongoing basis by both Salesforce and its customers. An instance consists of a database instance run on clustered database servers and physical storage subsystems. Each server has been allocated a different volume group so it can fail over to P its backup server within the instance independently_cf the others. As scalabilit needs dictate, carahsoft 170 carahsoft Agreement No. 7434 SOLICITATION # CH16012 _... .................... .......... .... additional database instances can be brought online (the application already provides for this). For additional server ca acit , one or more databases could be moved onto its own database server.. ServiceNow ServiceNow has read and understands this requirement. ServiceNow supports only a SaaS environment so there is no orw-premise offering. .......... SAP Ariba Operating systems when installed through default means and with default settings are typically not secure and often include applications and services not required. Ariba has standardized operating systems' installations based on best practices. Ariba servers are configured with just the applications and services required to run the server as designed. Services not required are disabled and binary files not required for operation are removed, which reduces the total number of vulnerabilities a system may have. Ariba standardized installation process also ensures that all servers of the same type are configured exactly the same, utilizing a process that initiates an upgrade to system binaries across all systems. Based on the system type, the configuration will remain the same. If one server type needs to receive a patch for a vulnerable binary file, that patch is pushed to all systems of that particular server type. If that binary exists on all systems, it is patched across all systems. Patches are then included in the build process as well so that future systems built are in compliance with security standards. Ariba uses this configuration process to 'harden'the operating system prior to implementing additional controls as detailed below. _ Fieldglass Fieldglass uses group policy to ensure the configuration of all servers match our securit ret uirements. Hanna HEC is a private cloud offering where servers configurations are discussed and approved by customer prior to dent _..... __ �_...... SuccessFactors We apply hardening in line with ISO 27k standards and audit key areas in the SOC 2 Type 2 report. Audit reports are available to customers and prospects u on completion of an NDA. VMware VMware a _._.. IaS Services vCloud Hybrid Service provides an interface that allows users to select from a catalog of pre -built OS images and allows them to provision on the fly. vRealize Automation is the next level for provisioning, delivering, and managing IT services on VMware vSphere infrastructure as well as VMware vCloud Air all with a unified management experience. It provides governance and blueprints to deliver services from on premise into vCloud Air. Customers can integrate vCloud Air with vRealize Automation. In this setup, users access vCloud Air primarily through the vRealize Automation service catalog which handles authentication to the service itself. vRealize Automation supports VMWare AirWatch AirWatch uses industry recognized tools and follow best practices to deploy, configure, and maintain server images. We do not apply customer -supplied templates and do not share templates with customers. Due to FOIA restrictions, additional information regarding capacity planning and image creation/safe warding cannot be disclosed at this time. FireE a This is not applicable as each of FireEyre's offering are classified as SaaS VirtueStream Virtustream offers on -demand self-service portal where State of Utah can deploy new servers as stand-alone or part of a server farm..mm _ITITITITIT 2 Creating and storing server images for future multiple deployments _.............. . CA _ APM Servers are brow hg t up on demand 171 carahsoft Agreement No. 7434 SOLICITATION # CH16012 MAA Same as above. CA Agile We utilize configuration management tools to ensure consistent confi guration uration across our servers. ASM Same as above. Virtru Provisionin s stem automatically persists all past AMIs for ability to roll -back Salesforce This is not applicable. These services while applicable to IaaS are not applicable to PaaS/Baas where all of the infrastructure is managed by Salesforce as the Cloud Service Provider. These services are included and managed as part of the Salesforce subscription service and not directly exposed to the customer. _ ServiceIl ServiceNow has read and understands this requirement. ServiceNow supports only a SaaS environment so there is no on -premise offering, SAP Ariba Ariba has standard 'realms' which are default versions of the various configurations the Ariba on -demand products can be setup for each customer with one test and one production instance. Ariba maintains all hardware, software, realms and entitlements taking the burden off our customers and suppliers whilst providing a platform to configure to each company's needs and business processes _._._. ......._._.................m Fieldglass Fieldglass uses virtual servers within our hosted environments uses the hardening confi urations to maintain the right level of security...__ Hanna HEC is a private cloud offering where servers configurations are discussed and a roved by customerpror„to dlo�t VMware VMware IaaS Services We also allow for template and gold master images to be stored on -premise and deployed to the cloud as well as storage of templates and master images in vCloud Director catalogs in in vCloud Air VMWare AirWatch Our Information Security team identifies applicable security standards and the AirWatch Server Team creates a secure baseline image for deployment throughout the SaaS environment. Due to FOIA restrictions, additional information regarding capacity planning and image creation/safeguarding cannot be disclosed at this time. FireE a This is not applicable as eachof Fire P�e'sIToffenn9� _IT s are classified as SaaS. VirtueStream Virtustream offers server images, templates, or other methods O iW..._. for VF and blueprints) for multiple deployments as part of standard solution. 3 Securing additional storage space _._ ...... CA -A _PM AWS EC2 storage is elastic, and can be ex anded on demand MAA Virtual stora a can be added when needed. CAA Agile We have redundant systems for all g y critical infrastructure and have the ability to add additional storage if deemed necessary. ASM Additional storage is added manual) AODocs AODocs storage is based on Google Apps Drive storage and with respect to the SaaS offering, Google Apps, if customers have not selected the Google Apps Unlimited option which offers unlimited storage, they have options to up ra . ........ ...... Virtru New hardware added at Cloudant Salesforce Salesforce provides extensive storage capabilities. Storage is divided into two categories: file storage and data storage. File storage includes files in attachments, the Documents tab, the Files tab, the File field, Salesforce CRM Content, Chatter (including user photos), and Site.com assets. Data storage includes the following entities/records stored within the Salesforce application: Accounts, Article types, Article type translations, Campaigns, Cam ai n Members, Cases, Case carahsoft 172 carahsoft Agreement No. 7434 SOLICITATION # CH16012 .... _ ....... .... _. _m............... Teams, Contacts Contracts, Custom objects, Email messages, Events, Forecast items, Google docs, Ideas, Leads, Notes, Opportunities, Opportunity Splits, Orders, Quotes, Quote Template Rich Text Data, Solutions, Tags: Tag applications, Tags: Unique tags, and Tasks. For file storage, Unlimited Edition is allocated a per -user limit multiplied by the number of users in the organization plus an additional per -organization allocation. For example, an Unlimited Edition organization with 600 users receives 1,211 GB of file storage, or 2 GB per user multiplied by 600 users plus an additional 11 GB. For data storage, Unlimited Edition is allocated either 1 GB or a per -user limit, whichever is greater. For example, an Unlimited Edition organization with 10 users receives 1 GB because 10 users multiplied by 20 MB per user is 200 MB, which is less than the 1 GB minimum. Additional storage can be purchased, or files can be exported and archived outside of Salesforce, thus freeing up file storagespace._ ServiceNow ServiceNow has read and understands this requirement. ServiceNow supports only a SaaS environment so there is no on-premi._.. se offering. ale QTS Services that scale _ .... to meet your web and IT infrastructure needs -QTS offers space options from single cabinets to multi -rack cages to private suites. Coupled with configurable primary and redundant power options to run your infrastructure, QTS Colocation services can be scaled to support your near term rowth wre, a rements and future expansion. SAP Ariba We carefully monitor all network interfaces. Internally we are well below capacity on our most congested interconnects. To the internet we use Border Gateway Protocol to peer with redundant Internet Service Provider's and manage the bandwidth accordingly, �.. �............._ --............ .....___ Fieldglass As a software -as -a -service (SaaS), Fieldglass automatically and transparently handles the scaling and redundancy for customers based on SLAs governing performance and availability. Fieldglass monitors application servers, database servers, bandwidth, and infrastructure for average and maximum utilization with Orion. Current utilization averages approximately 20 percent across all components with a goal of scaling the component vertically or horizontally (depending on the specific component) upon reaching a 60 percent threshold). All systems are scalable either horizontally or vertically to handle capacity requirements. This includes but is not limited to web servers, database servers, and storage. Hanna HEC is a private cloud offering where servers configurations are discussed and approved by customer prior to dployment VMware VMware IaaS Services Additional storage can be purchased and provisioned in 48 hours. VMWare AirWatch Our Information Security team identifies applicable security standards and the AirWatch Server Team creates a secure baseline image for deployment throughout the SaaS environment. Due to FOIA restrictions, additional information regarding capacity planning and image creation/safe uarding c nnot be disclosed at this time. FireE a This is not a licable as each of FireEYe's offerin s are classified as SaaS. _m a .... �.., ....,,, 4. Monitoring tools for use by each jurisdiction's authorized personnel — and this should ideally cover components of a public (respondent hosted) or hybrid cloud (including Participating entity resources). carahsoft 173 carahsoft Agreement No. 7434 SOLICITATION # CH16012 CA APM all SaaS based instances are monitored by CA SaaS Ops. With Hybrid deployments, customers can manage the on premise components of the deployment using their own too Ing or CA products .. MAA MAA is monitored internally as well as externally usingmultipletools recognized within indust CA Agile Access to monitoring tools is provisions .-...._ ' g p 'ons according to the principle of least priviledge and is on rid„ based upon business need. ASM ASM uses Nimsoft Monitor, third -party open source monitoring tools, and ASM itself to monitor the health of ASM internal services and servers. AODocs AODocs includes numerous administrative tools to monitor end user and administrator activites. Virtru Dtrace, CloudWatch earch, K ibana Dat... CloudTrail, Lo stache Elastics IT n Salesforce Trust.salesforce.com is the Salesforce community's home for real-time information on system performance and security. On this site you'll find: • Live and historical data on system performance • Up -to -the minute information on planned maintenance • Phishing, malicious software, and social engineering threats • Best security practices for your organization • Information on how we safeguard your data System Overview In addition to our Trust site (http://trust.salesforce.com/trusVstatus), you will also have access to a System Overview, which will help Salesforce customers monitor performance and usage of their own Salesforce org. This overview includes: Schema - # and % of custom objects and data storage Business Logic - # and % of Rules, Apex triggers and classes, as well as % of code used Licenses API Usage - # and % of requests in the last 24 hours User Interface - # and % of custom apps, sites, flows, custom tabs and pages Portal The above list is of all the possible metrics that Salesforce customers may have in their system overview. ServiceNow ServiceNow has read and understands this requirement. ServiceNow supports only a SaaS environment so there is no on -premise offering QTS Alert Logic's Threat Manager Intrusion Detection System (IDS) and Vulnerability Scanning functionality are designed to monitor, detect, report and alert on adverse security issues on behalf of our customers. Within this process there are a number of both automated and manual processes which are supported by our SIEM software ('The Expert System') as well as our Network Security Analysts in our Security Operations Center (SOC). Threat Manager is the Alert Logic IDS and VA scan product. It includes the physical or virtual appliances and software tools used to analyze the customer's infrastructure and monitor that infrastructure for attacks. ActiveWatch is the managed aspect of Threat Manager, providing 24 x 7 monitoring and incident response operations from the Alert Logic SOC. Threat Manager's Expert System identifies valid security events and suppresses false positives through a patented multifactor correlation process. Every security event monitored by its global network of threat sensors is analyzed in real time. When the Expert System determines that a set of events comprise a valid security threat, an incident is created and escalated according to severity via email or through an Alert Laic Network Security Analyst This approach dramaticall carahsoft i7a carahsoft Agreement No. 7434 SOLICITATION i# CH16012 _..... . __ ..._ ......... reduces false positives and keeps analysts and customers focused on real, actionable incidents. In addition, Alert Logic's security research team continuously monitors threat data and tunes the Expert S stem to respond to the most current threats. SAP Ariba Within our solution, specific logging takes place that is viewable by the customer administrator or their designee. Audit logs produced through use of the solution are considered customer data and are maintained within the customer's instance of the database. These logs are retained so long as the customer has an active contract with us. As a user control consideration, customers are responsible for monitoring the proper entry of data to the solution and reviewing reports generated by the s stern, _.._. _._._ Fieldglass Fieldglass has a comprehe nsive set of performance monitoring tools in place. Some tools are built in the application and some are external. The Fieldglass application captures every page hit and the time it takes to respond. It captures the server response time and the client rendering time separately. The average page times are available to be seen by privileged users through the application. The user can drill down to the hour or minute or a single request for analysis. The information can be displayed by time range for all users, by company, or even for an individual user. Orion Network Monitoring watches more than 1,000 different points of interest on the production infrastructure. These monitors include, but are not limited to, the following: CPU, Memory,1/0, Capacity and Synthetic Transactions. These monitors along with our custom application performance monitors are used to produce and comply with customer SLA requirements. Fieldglass also uses Splunk Enterprise Security for event/audit log collection and correlation. Events and logs are retained online for 90 days and of line for two years. Alerts are generated and reviewed as they occur. _. _m...._ ......._................... Hanna SAP HEC uses Solution Maria, er for monitorl� the infrastructure end to end. Hybris SAP Hybris offers continuous 24/7 systems monitoring in -place, which automatically notifies you, SAP Hybris support and optionally your designated implementation partner in the event of any monitored system problem. Tools used for monitoring include HP Sitescope and Nagios. This service ensures quick response times to emergency problems. Standard monitors are in place for basic site availability. Customer can utilize additional 3rd party monitoring services should it wish to add additional monitoring. Upon request, monthly or quarterly reviews are offered to review performance over the period. When a system problem occurs, in addition to monitor alerts sent to the customer, SAP Hybris support may send emails to a designated customer notification email address to provide status, updates or further detailed information. In addition, a support ticket would be created which would include such information. SuccessFactors The application logs the following for every transaction: Event/transaction Time, Transaction ID, Event/transaction Type, Event/transaction Status (Result of the event; if failure, includes reason), Object Attributes (Describes the object affected by the event), Originator User ID (ID of the user who initiated the event or action), Subject ID, Process User ID, Account Number, Transaction Specific Elements. The application audits changes to the major components. Examples of this are goal auditing and document auditing. The audit trail includes who made the change„ the date of the changLqpndd the abil�o see the data as it existed at carahsoft 175 carahsoft Agreement No. 7434 SOLICITATION # CH16012 that point in time. The data in the audit log can be viewed with appropriate permissions. We also provide an optional Audit Framework for additional audit logging capabilities. All audit logs within the application are accessible only by customers. Therefore, the review of application audit logs as well as retention periods for the application audit logs are the customer's responsibility, and can be determined as per requirements VMware VMware IaaS Services The vCloud Hybrid Service infrastructure, including the top layer management stack, the customer management stack and the computing/storage/network hardware are monitored for availability, capacity and performance. Customers are responsible for monitoring their own VMs (OS, apps). Customers can use on premise monitoring tools to manage and monitor their applications and OSes over VPN and direct connect. VMWare AirWatch The AirWatch Cloud Operations team monitors the SaaS environment. AirWatch follows the Fault, Configuration, Accounting, Performance, and Security (FCAPS) model to monitor the SaaS environment. -We have configured the system to notify support personnel of any issues with key performance items -Because the solution is built on industry -standard ASP.NET architecture, it integrates into existing management and monitoring tools. Administrators can configure log data storage to destinations such as Windows Event Viewer, SNMP traps, syslog, SMTP email alerts, etc. The solution also integrates directly with Microsoft SCCM. The communication layer includes a complete infrastructure for API integration to third parties as well as a rich set of existing APIs, web services, single sign on and authentication protocols. Integrate with security information and event management (SIEM) solutions for enhanced logging of events occurring in the console. Administrators can view events, filter by event type, category and module, and export events. Event logging settings can be configured based on severity levels, with the ability levels to external system via syslog inteqration. FireEve This is not ty to send applicable as each of FireEye's offerings are classified as SaaS. 8.18.1 Describe your testing and training periods that your offer for your service offerings. Training and testing periods will vary based on the Service provider as well as the complexity of the request that is made by the Purchasing Entity. Some of the services can be functional within a few days and some will take a few months for full implementation, 8.18.2 Describe how you intend to provide a test and/or proof of concept environment for evaluation that verifies your ability to meet mandatory requirements , Upon Request, Carahsoft will provide access to any theTechnologies �p q y of the Cloud Technoloo gies proposed. pr The precise Access to the technology may be in a limited or "DEMO" fashion. Access will be to an extent that the State may complete any necessary tests or verifications that may be required. Instructions on precisely how each technology will be accessed will be provided upon request. All of the proposed technologies are currently live/ active and support many customers. A specific instance of the requested technology would be stood up within the cloud framework to support this request. As this will be occurring within a production, the creation of the instance is a quick and straight forward process not requiring any sort of extraordinary effort. carahsoft 176 carahsoft Agreement No. 7434 SOLICITATION # CH16012 i 818 3 Offeror must describe what training and support it provides at no additional cost. Carahsoft provides the customer with free training for specific deals on a case by case basis. This can include free installation, training, and maintenance for high value customers who purchase Carahsoft's solution through the NASPO contract vehicle. In addition, Carahsoft will provide webinars with basic training on a quarterly basis, made available to any Purchasing Entity who wishes to participate. 8.19.1 Describe how the Solutions you provide can be integrated to other complementary applications, and if you offer standard based interface to enable additional integrations. The integration into other applications will vary base on the Service Provider, however it is standard practice to allow for open Als for integration development. For example Connecting Salesforce to an existing enterprise application is a common and frequently performed task. Integration options range from native Web Services support (APIs, outbound workflow, etc.) to import/export utilities to middleware integration via packaged connectors to toolkits for Java, .NET, and other open platforms. Our solution provides the ability to call out to virtually all common APIs, to enable synchronization, push / pull, and mash -ups with external apps/systems. Salesforce itself is based on web -service based APIs that in turn simplify access to Salesforce data from external systems. API -based integration is heavily leveraged by our customers. 8.19.2 Describe the ways to customize and personalize the Solutions you provide to meet the needs of specific Purchasing Entities. The Service Providers customization options are very extensive and highly configurable. For example The Salesforce Platform offers a core set of technologies that not only power the Salesforce SaaS products, but also allows your Agency to build custom apps, connect data from any system, and manage it from anywhere. The Salesforce Platform allows customers to build apps fast with just a few clicks, designed for desktop and mobile devices, all from a single canvas. The Salesforce Platform has been given top ratings by Gartner, Forrester, & Info -Tech Research. To help IT deliver apps faster, the Salesforce Platform offers a simple yet powerful set of declarative, point -and -click tools that anyone can use to achieve business goals at lightning speed. Without writing code, developers and business users alike can quickly and easily create custom apps on the Salesforce Platform with complex business logic and beautiful user interfaces designed specific to every screen. Salesforce Lightning Builder tools allows your Agency to work in alignment with agile development methodologies as IT meet business demands faster. The Platform uses open APIs based on industry standards such as REST and SOAP to make it easy for your Agency to build apps that integrate with legacy systems. For more complex applications, developers can leverage the Apex programming language. Apex is an object -oriented, on -demand language. It is like Java, with similar syntax and notation, and is strongly -typed, compiled on demand, and fully integrated into the Platform. All of the application services come right out of the box, from a powerful workflow engine to API services, integration services, authentication, event log framework, analytics, and collaboration. 8.20 Marketing Plain Describe your how you intend to market your Solutions to NASPO ValuePoint and Participatingties. Entities. �.., -p c - �,�z k O— t�a � Carahsoft offers deep experience in public sector marketing. Our dedicated team plans, promotes and executes more than 2,000 public -sector marketing campaigns and events each year, including contract - specific promotional activities. These include but are not limited to: • News announcements carahsoft 177 carahsoft Agreement No. 7434 SOLICITATION # CH16012 • Social media promotion (Twitter, Linked In, Facebook, Carahsoft Community) • Website content/reciprocal links (Carahsoft website page; content for contract sponsor page) • Marketing materials (FAQs, contract overviews, solution spec sheets, powerpoint slides) • Training documents • Co -branded tradeshow graphics, giveaways, display materials • Taadeshow participation (national, state and local government and education shows) • Digital and print ads • Webinars • Email campaigns • Proactive marketing opportunity tar available through: o National Coalition for Public Procurement (NCPP) — publicprocurementcoalition.org o Institute for Public Procurement (NIGP) — nigp.org o National Association of Counties (NACo) — naco.org o The United States Conference of Mayors — usmayors.org o National League of Cities — nlc.org o National Governors Association — nga.org o Relevant State Associations Describe the valued -added services that you can provide as part of an awarded contract, e.g. consulting services pre- and post- implementation. Offerors may detail professional services in the RFP limited to assisting offering activities with initial setup, training and access to the services. In addition to Carahsoft's quoting and configuration expertise, we also have a wide range —of Provider implementation partners that we leverage to work with Purchasing Entities in order to ensure successful adoption and deployment within a Purchasing Entity. We will help to identity needs for initial setup, training and access to the services so that it is all available at the best prices from one source to the Purchasing Entity. 8.22.1 Describe what infrastructure is required by the Purchasing Entity to support your Solutions or deployment models. The Service Providers that arebeingproposed operate on their own secure infrastructure. The Purchasing Entities will only need an internet connection to access the services. 8.22.2 If required, who will be responsible for installation of new infrastructure and who will incur those costs? The Service Providers maintain all costs for updating and building new infrastructures. Clarify how your architecture compares to the NIST Cloud Computing Reference Architecture, in particular, to describe how they align with the three domains e.g. Infrastructure as a Service (laaS), Software as a Service (SaaS), and Platform as a Service as ........................... . CA APM The SaaS portal runs inAmazonWeb Services. MAA CA MAA is a SaaS service. _.._....... .. ........ CA Aoile 0niv SaaS is being offered via a public cloud carahsoft 178 carahsoft Agreement No. 7434 SOLICITATION # CH16012 ..... nitorin service, ASM is considered to be SaaS. ASM As a mo_... _... . Virtru The capability provided to the consumer is to use the provider's applications running on a cloud infrastructure2 . The applications are accessible from various client devices through either a thin client interface, such as a web browser (e.g., web -based email)„ or a program interface. The consumer does not manage or control the underlying cloud infrastructure including network, servers, operating systems, storage„ or even individual application capabilities, with the possible exce tion of limited users ecfic appEication configuration settings. Salesforce Salesforce's deployment model is a "public" cloud infrastructure, as defined by NIST 800-145. In the Salesforce Government Cloud, an agency dynamically provisions computing resources over the Internet on our multi -tenant infrastructure. This is a cost effective deployment model for agencies as it gives them the flexibility to procure only the computing resources they need and delivers all services with consistent availability, resiliency, security, and manageability. Salesforce was the first Cloud Service Provider to attain FedRAMP Authority to Operate for both Software as a Service (SaaS) and Platform as a Service (PaaS), consistent with the FedRAMP moderate baseline controls. Salesforce does not provide IaaS as a direct service offering to our customers, it is an underlying part of our PaaS and SaaS offerings. Salesforce Government Cloud In May 23, 2014 Salesforce achieved a FedRAMP Agency Authority to Operate at the moderate impact level (as described in FIPS 199 and 200) issued by Health and Human Services (HHS) for the Salesforce Government Cloud. Additionally, on May 15, 2015, HHS, as the FedRAMP authorizing agency, approved the Salesforce Government Cloud authorization package that was updated based on annual attestation requirements and updates to the FedRAMP baseline which is FISMA compliant and based on the current release of NIST SP 800-53 Rev. 4. Testing for the ATO was performed by a third party assessment organization (3PAO). The Salesforce Government Cloud information system and authorization boundary, is comprised of the Force.com Platform, Salesforce Services (Sales Cloud, Service Cloud, Chatter), and the backend infrastructure (servers, network devices, databases, storage arrays) that support the operations of these products, referred to as the General Support System (GSS). To obtain compliance with FedRAMP, Salesforce conducted security assessment and authorization activities in accordance with FedRAMP guidance, NIST SP 800-37, and HHS guidance. As part of this process Salesforce documented a System Security Plan (SSP) for the Salesforce Government Cloud service offering. The SSP is developed in accordance with NIST SP 800-18, Guide for Developing Federal Information System Security Plans. The SSP identifies control implementations for the GSS and in -scope customer facing products (Force.com Platform, Salesforce Services) according to the FedRAMP moderate baseline and HHS security control parameters. A security assessment of the information system was conducted by a third party assessment organization (3PAO) in accordance with NIST 800-53A and FedRAMP requirements. The security assessment testing determined the adequacy of the management, operational, and technical security controls used to protect the confidentiality, integrity, and availability of the Salesforce service and the customer data it stores, transmits and processes. To maintain compliance with FedRAMP„ Salesforce conducts continuous monitoring, Continuous monitoring includes ongoing technical vulnerability detection and remediation, remediation of open compliance related findings, and at least annual independent assessment of a selection of security controls by 3PAO. As part of our FedRAMP annual assessment, Salesforce is now aligned with NIST SP 800-53, Rev. 4 controls. �_..... a Service SaaS ServiceNow ServiceNow's architecture ali ns with Software as (SaaS),, m carahsoft 179 carahsoft Agreement No. 7434 SOLICITATION # CH16012 Docuslgn DocuSign's DTM® solution is ISO 27001:2013 certified and many of the ISO 27001:2013 controls are mapped to the NIST 800-53 requirements; we can provide additional information upon request. SAP Ariba Our solutions are offered and delivered in a true subscription -based model and shared service (multi -tenant) offering. There is no software to install, no hardware to buy, no maintenance or support costs and no need to hire consultants or tech specialists to run the system. We deploy and manage the infrastructure. Customers only need a web browser for access. Subscriptions include system maintenance, automatic upgrades, enhancements and application of service packs, Level 1— 3 help desk support, professional services and best practices built directly into the application • Fieldglass Fieldglass is offered in a SaaS model. We follow the public cloud model identified by NIST. All customers access the same Fieldglass application version in a multi -tenancy database. The system is hosted in a secure hosting facility. Fieldglass manages everything from the cage in including all servers, devices, wiring, software, and configuration. Fieldglass uses the Cloud Security Alliance framework to measure itself against the recommended controls, in addition to ISO 27001 and SOC 2 controls in the Trust Services Principles of Security, Availability, Processing Integrity, Confidentiality, and Privacy, Hanna HEC is a private cloud offering from SAP that provides fully'managed' Infrastructure as a Service (laaS) following NIST Cloud Computing Reference Architetcure, Hybris rce, erce, Cloud Edition is a Private Cloud Managed The SAP Hybris Comme Service that offers a best practice multichannel commerce platform built on hybris accelerator technology, running in SAP Hybris own datacenters with a as you qrow subscription model. Success Factors Our IT architecture is aligned with ISO 27002. We are Safe Harbor certified and in alignment with BS10012 and ISO 20000 for Service Delivery. We demonstrate an on -going commitment to protecting the confidentiality, integrity and availability ("CIA") of data from internal and external threats, making us a reliable and secure system provider. Our secure multi -tenant Software as a Service (SaaS) platform is designed for availability, security, scalability, and performance. Industry best practices and standards are adopted and incorporated. Our Network also complies with the Authority to Operate as a Moderate Risk Federal Information System by the Office of Personnel Management and Department of Homeland Security; NIST SP800-53 Security Controls; EU Privacy Directive 95/46/EC for EU and non-EU customer data; Payment Card Industry (PCI) Data Security Standard (DSS) v 2.0; Safe Harbor. We provide privacy compliant data center facilities not only in the United States but also as a Member State of the European Union (EU) or a state of the European Economic Area (EEA). Currently, such data centers are certified for ISO27001, IS09001 and PCI-DSS compliance. Our security services provide complete and thorough monitoring of all traffic on the network on a 24x7x365 basis, and include security technology, alert services and incident management support. We are audited twice annually to SSAE16 US or ISAE 3402 international accountin standards carahsoft 180 Agreement No. 7434 SOLICITATION # CH16012 VMware I See section 8.1.1 for additional details. Due to FOIA restrictions, we cannot share specific infrastructure details or architecture diagrams at this time. We can provide sample architecture diagrams under NDA to participating entities during task order negotiations as required. VMWare AirWatch AirWatch partners with co -located and cloud -hosted Tier III data centers to support of SaaS offering. Due to FOIA restrictions, we cannot share specific infrastructure details or architecture diagrams at this time. We can provide sample deployments as under NDA to participating entities during task order negotiations as required. FireEye Each of the FireEye cloud solutions are classified as Software as a Service (SaaS) and leverage private cloud deployment model. With respect to the NIST Cloud Computing Reference Architecture, the following actors are integral to the overall design of the solutions: A Cloud Broker is not leveraged in the FireEye cloud offerings. FireEye has contracted independent service auditors for evaluating controls relevant to security and confidentiality, however this occurs on an as -needed basis. VirtueStream Virtustream solution is fully NIST compliant for Essential Characteristics, as the Infrastructure as a Service (laaS) Service Model, with all deployment options — Private Cloud, Community Cloud, Public and Hybrid Cloud. To that extent: 1.Virtustream IaaS provides a self-service portal called xStream, where users can access, view, edit, provision, and modify compute, storage, network and application services based on granular Role Based Access Control, which can be integrated with Active Directory or LDAP. 2.Virtustream IaaS provides Broad Network Access, where it can provide landing zone for any private network (Point -to -Point, Virtual Private Label Switching, Multi -Protocol Label Switching, or Direct Connect), public network (Internet„ Tasted Internet Connectivity as landing zone, IPSEC VPN and SSL VPN) and also extranet connectivity (shared network, i.e, Cloud Connect, Cloud Exchange, NetBond, etc.) which is growing rapidly as option for connecting cloud resources. 3.Key to Virtustream solution is its proprietary and patented solution of uVM technology, which is effectively a granular solution for resource pooling, providing application performance, pay for consumption only and segregate resources for security and compliance, but aggregate for cost efficiency. In addition, Virtustream is currently one of very few Cloud Service Provider with capabilities for Geo-Fencing and Geo-Tagging of the virtual machines to a specific data center, and getting down to cluster and host machine level. 4.Virtustream's self-service portal, ticketing system and also the Technical Account Manager, who is the single point of contact for State of Utah allows for provisioning and deprovisioning of resources and services. In addition, Virtustream is uniquely positioned to provide application level provisioning as part of its standard automation and orchestration tool_ 5.The fundamental of Virtustream solution is based on uVMTechnology, which is very unique in terms of billing. Virtustream solution takes average consumption of compute resources, and State of Utah would only pay for actual resources based on a monthly average, This is in comparison carahsoft 181 Agreement No. 7434 SOLICITATION # CH16012 _....... ..... with traditional cloud solution, where the billing is based on allocation of resources in T-Shirt size (Micro, S, M, L, XL, XXL), and if the server is up, consumer of the cloud pays, but when it is down, they don't. In case of the Virtustream solution, customer only pays based on the average of vCPU, RAM, IOPS and Network 110; the key is average, not aggregate and based on consumption not allocation. In addition, all storage, security, application management services are offered as a monthly fee, based on the VMs; also, Virtustream can provide consultative and project support based on time and materials. 6.The deployment of Virtustream cloud can be on -premise or private based on purchase of its Cloud Management Platform, Community Cloud based on its IaaS, Public Cloud based on its IaaS and Hybrid cloud based on its ability to provide software and IaaS combined. carahsoft 182 carahsoft Agreement No. 7434 SOLICITATION # CH16012 CONFIDENTIAL, PROTECTED, OR PROPRIETARY Dlo not incorporate protected information throughout he Proposal.,Rather, or proprietary Information must be included in section of proposal response. provide a reference in the proposal response directing Lead State to the specific area of this protected Information section. If there is no protected information, write "None" in this section. Failure to comply with this Section and Section 3.13 of the RFP releases the Lead State, NASPO ValuePoint, and Participating Entities from any obligation or liability arising from the inadvertent release of Offeror information. Carahsoft Technology Corporation ("Carahsoft") respectfully requests that section 6.3 Financials of Carahsoft's response be treated as a trade secret under the Utah Uniform Trade Secrets Act, Utah Code § 13-24-2 and submits this justification in accordance with Utah Code 63-G-2-305 demonstrating that its audited financials should be treated as a trade secret under Utah's Uniform Trade Secrets Act. Additionally, Carahsoft is claiming the same confidentiality of the Consensus Assessments Initiative Questionnaire provided in relation to DocuSign and FireEye offerings, as well as the Cloud Controls Matrix for DocuSign. Carahsoft has marked this attachment as "confidential" in accordance with the RFP instructions by including all confidential data into the Confidential, Protected, or Proprietary Information in our response. Carahsoft is claiming confidentiality for these specific Consensus Assessments Initiative Questionnaires and Cloud Controls Matrix because releasing these documents would cause irreparable damage and would create the potential for cyber security breach. While portions of this information are in the public domain, the information contained within is not represented or assimilated this way in any other format. Carahsoft's Audited Financial Data satisfies the three-part test of the Utah Uniform Trade Secrets Act as set forth below and should therefore be treated as confidential and by the Utah Division of Purchasing and should not subject to public disclosure as provided in Utah Code § 63G-2-305. 1. Carahsoft's Audited Financial Data is a "compilation" within the meaning of Utah Code § 13-24-2(4). Carahsoft's Audited Financial Data is a compilation of all of the Company's financial data and results for 2014. While some aspects of this information may be available, the compilation of this information is unique and the result of sustained and distinct effort by the Company's financial staff and its accountants. 2. As required by Utah Code § 13-24-2(4)(a) Carahsoft derives independent economic value, actual or potential, from its Audited Financial Data not being generally known to, and not being readily ascertainable by proper means by, other persons who can obtain economic value from its disclosure or use. Carahsoft is a leading distributor of technology products and services to public sector customers such as the State of Utah, and throughout the United States and Canada. Sales in this market are intensely and deliberately competitive, with each sale subject to a structured bidding process in which low price is frequently the deciding factor on which contract award is based. Competition in this market is fierce, with competitors regularly competing with one another for federal, state, county and city business. carahsoft '83 Agreement No. 7434 SOLICITATION # CH16012 Carahsoft's competitors closely monitor this market, and regularly attempt to gain financial and other information about Carahsoft and other competing vendors. Allowing Carahsoft's competitors access to this compilation of financial data by releasing it in response to a public records request will damage Carahsoft's competitive position because it will provide competitors insight into Carahsoft's financial structure, including compensation, overhead costs, rental rates, profit margins and the like. Indeed, allowing insight into compensation may violate individual employees' expectations of privacy. Once competitors have this access and insight, they can use it to undercut Carahsoft in the marketplace, damaging Carahsoft's business with its customers and its suppliers, and inflicting economic hardship upon the Company. For these reasons, Carahsoft does not itself disclose its Audited Financial Data except when required by law to do so. For example, Carahsoft discloses its financial information in filing its periodic tax returns —disclosure of which is prohibited by applicable state and federal law. In this regard, we note that Carahsoft is a privately owned company. Therefore, Carahsoft does not publicly report its financial results to the United States Securities and Exchange Commission. 3. Carahsoft uses reasonable efforts to maintain the secrecy of its Audited Financial Data. The third part of the Utah Uniform Trade Secret Act's test for trade secret treatment is whether the information "...is the subject of efforts that are reasonable under the circumstances to maintain its secrecy." Utah Code § 13-24-2(4)(b). Carahsoft satisfies this test because it takes reasonable steps to maintain the secrecy of its financial information. As noted above, Carahsoft is a privately held company and therefore does not report its financial results publically to either its shareholders or the Securities and Exchange Commission. This is in contrast to public companies such as IBM or AT&T who report financial results quarterly as a matter of public record. Even within Carahsoft's business operations itself, Carahsoft's management strictly limits disclosure of this information to a few carefully selected employees, and then only on a "need to know" basis in connection with their work assignments. Indeed, each Carahsoft employee signs a Confidentiality Agreement agreeing not to disclose this information. Conclusion Based on the forgoing, Carahsoft believes it has demonstrated that its Audited Financial Data, Consensus Assessments Initiative Questionnaires, and Cloud Controls Matrix are trade secret as defined in Utah Code § 23- 24-2 . It is a compilation the content of which affords Carahsoft a competitive advantage. Carahsoft's competition cannot readily discern it by proper means. Moreover, Carahsoft itself treats this information as a trade secret even within its own business operations. Should there be a public records request for this information, Carahsoft respectfully requests that the State afford Carahsoft's requested confidential information and documents trade secret protection in accordance with Utah law and deny the request. In the event that the State determines to release the requested confidential data, Carahsoft requests that you notify us promptly so that we may provide further justification for trade secret protection of this confidential data. carahsoft 184 carahsoft Agreement No. 7434 CLAIM OF BUSINESS CONFIDENTIALITY Pursuant to Utah Code Annotated, Subsections 63G-2-305(1) and (2), and in accordance with Section 63G-2-309, Carahsoft Technology Corporation (company name) asserts a claim of business confidentiality to protect the following information submitted as part of this solicitation. Pricing/Cost Proposals may not be classified as confidential or protected and will be considered public information. An entire proposal cannot be identified as "PROTECTED", "CONFIDENTIAL" or "PROPRIETARY". ® Non-public financial statements ❑ Specific employee name and contact information ❑ Specific customer information, client lists, or subscription lists ® Other (specify): Consensus Assessments Initiative Questionnaires and Cloud Controls Matrix This claim is asserted because this information requires protection as it includes: ® trade secrets as defined in Utah Code Annotated Section 13-24-2 ("Trade secret" means information, including a formula, pattern, compilation, program, device, method, technique, or process, that: (a) derives independent economic value, actual or potential, from not being generally known to, and not being readily ascertainable by proper means by, other persons who can obtain economic value from its disclosure or use; and (b) is the subject of efforts that are reasonable under the circumstances to maintain its secrecy). ® commercial information or non -individual financial information obtained from a person if: (a) disclosure of the information could reasonably be expected to result in unfair competitive injury to the person submitting the information or would impair the ability of the governmental entity to obtain necessary information in the future; [and] (b) the person submitting the information has a greater interest in prohibiting access than the public in obtaining access. This statement of reasons supporting the claim of business confidentiality applies to the following information in this proposal: Pac e Paragraph Reason 187-204, All See Confidential, Trade Secret, & Proprietary Information Explanation Technical Page 176-177 of Carahsoft's Technical Response Response Tem late ..._. Exhibit 1- N/A See Confidential, Trade Secret, & Proprietary Information Explanation DocuSign Page 176-177 of Carahsoft's Technical Response Excel Exhibit 1- ...... N/A _ See Confidential, Trade Secret, & Proprietary Information Ex lanation-_mm- p FireEye Page 176-177 of Carahsoft's Technical Response Excel _..... Exhibit 2- _... N/A _ ..... .... See Confidential, Trade Secret, & Proprietary Information Explanation DocuSign Page 176-177 of Carahsoft's Technical Response Excel Please use additional she. _ ...... ..__... ......_ .............._............ - if needed. You will be notified if a record claimed to be protected herein under Utah Code Annotated § 63G-2-305(1) or (2) is classified public or if the governmental entity determines that the record Agreement No. 7434 should be released after weighing interests under Utah Code Annotated § 63G-2-201(5)(b) or Utah Code Annotated § 63G-2-401(6). See Utah Code Annotated § 63G-2-309. Signed: Robert R. Moore dice President On behalf of (company): Carahsoft Technology Corporation Date: March 10 2016 (Revision 6/4/2015) Agreement No. 7434 -SOLICITATION # CH16012 EXCEPTIONS O AND/OR ADDITIONS TO THE exhibits, must be submitted in this section, Offeror must provide all pro and Co g the Proposed exceptions and/or additions to the Master Agreement Terms Conditions, including posed exceptions and/or additions, including an Offeror's terms and conditions, license agreements, or service level agreements in Microsoft Word format for redline editing. Offeror must also provide the name, contact information, and access to the person(s) that will be directly involved in terms and conditions negotiations. If there are no exceptions or additions to the Master Agreement Terms and Conditions, write "None" in this section. i ne point or contact wno wn1 oe alrectly invoivea in terms and conditions negotiations is Jack Dixon — Contract Specialist. He can be reached at — 703.230.7545 I Jack Dixon@Carahsoft.com. Carahsoft.com. 32. Transition Assistance: a. The Contractor shall reasonably cooperate with other parties in connection with all Services to be delivered under this Master Agreement, including without limitation any successor service provider to whom a Purchasing Entity's Data is transferred in connection with the termination or expiration of this Master Agreement. The Contractor shall assist a Purchasing Entity in exporting and extracting a Purchasing Entity's Data, in a format usable without the use of the Services and as agreed by a Purchasing Entity, at no additional cost to the Purchasing Entity. Any transition services requested by a Purchasing Entity involving additional knowledge transfer and support may be subject to a separate transition Statement of Work. b. A Purchasing Entity and the Contractor shall, when reasonable, create a Transition Plan Document identifying the transition services to be provided and including a Statement of Work if applicable. c. The Contractor must maintain the confidentiality and security of a Purchasing Entity's Data during the transition services and thereafter as required by the Purchasing Entity. Carahsoft takes exception to section 32 — Transition Assistance and request it includes the following. 9.4 RETURN OF CUSTOMER DATA, Carahsoft shall provide Customer Data in its standard database export format, excluding the any Core Technology, to Customer upon Customer's written request and at no additional cost to Customer, provided that Carahsoft receives such request from Customer within forty-five (45) days following the expiration or termination of a provided service. If Carahsoft has not received a request within the foregoing time frame, Carahsoft shall have no obligation to maintain or provide any Customer Data and shall thereafter, unless legally prohibited, have the right to delete all Customer Data in its systems or otherwise in its possession or under its control and delete Customer's instances of any provided service. Carahsoft takes exception to Section 13 — Indemnification. Carahsoft requests that Indemnification from the state to the customer under a certain set of circumstances. carahsoft Z85 Agreement No. 7434 SOLICITATION # CH16012 N U INIP' ARY Carahsoft Technology Corporation appreciates the opportunity to offer this solution for the State of Utah's initiative. The Carahsoft Team has proposed a superior and cost-effective solution that fully complies with the State of Utah's requirements set forth in Solicitation # CH16012. We understand the importance of your project goals, and we are confident you will benefit from this solution and our expertise. Carahsoft looks forward to the opportunity to speak with you regarding the details of this proposal, as well as the opportunity to work with the State of Utah on this project. carahsoft 186 carahsoft Agreement No. 7434 SOLICITATION # CH16012 �ieasie­-F66-�le -ow Car N e carahsoft 187 r Agreement No. 7434 SOLICITATION # CH16012 carahsoft 188 carahsoft Agreement No. 7434 Carahsoft Technology Corporation Financial Statements with Independent Auditors' Report December 31, 2013 CONFIDENTIAL PROPRIETARY INFORMATION All information contained in these documents is considered confidential and proprietary for the use of only the intended receiver. Agreement No. 7434 CONFIDENTIAL PROPRIETARY INFORMATION All information contained in these documents is considered confidential and proprietary for the use of only the intended receiver. Agreement No. 7434 Agreement No. 7434 Agreement No. 7434 CONFIDENTIAL PROPRIETARY INFORMATION All information contained in these documents is considered confidential and proprietary for the use of only the intended receiver. See Accompanying Notes and Auditors' Report -3- CONFIDENTIAL PROPRIETARY INFORMATION All information contained in these documents is considered confidential and proprietary for the use of only the intended receiver. See Accompanying Notes and Auditors' Report -4- CONFIDENTIAL PROPRIETARY INFORMATION All information contained in these documents is considered confidential and proprietary for the use of only the intended receiver. See Accompanying Notes and Auditors' Report -5- Agreement No. 7434 CONFIDENTIAL PROPRIETARY INFORMATION All information contained in these documents is considered confidential and proprietary for the use of only the intended receiver. See Accompanying Notes and Auditors' Report -6- CONFIDENTIAL PROPRIETARY INFORMATION All information contained in these documents is considered confidential and proprietary for the use of only the intended receiver. See Auditors' Report -7- Agreement No. 7434 CONFIDENTIAL PROPRIETARY INFORMATION All information contained in these documents is considered confidential and proprietary for the use of only the intended receiver. See Auditors' Report -8- Aareement No. 7434 CONFIDENTIAL PROPRIETARY INFORMATION All information contained in these documents is considered confidential and proprietary for the use of only the intended receiver. See Auditors' Report -9- CONFIDENTIAL PROPRIETARY INFORMATION All information contained in these documents is considered confidential and proprietary for the use of only the intended receiver. See Auditors' Report -10- Agreement No. 7434 Carahsoft Technology Corporation Financial Statements with Independent Auditor's Report December 31, 2014 CONFIDENTIAL PROPRIETARY INFORMATION All information contained in these documents is considered confidential and proprietary for the use of only the intended receiver. Agreement No. 7434 CONFIDENTIAL PROPRIETARY INFORMATION All information contained in these documents is considered confidential and proprietary for the use of only the intended receiver. Agreement No. 7434 -2- Agreement No. 7434 CONFIDENTIAL PROPRIETARY INFORMATION All information contained in these documents is considered confidential and proprietary for the use of only the intended receiver. See Accompanying Notes and Auditor's Report -3- Agreement No. 7434 CONFIDENTIAL PROPRIETARY INFORMATION All information contained in these documents is considered confidential and proprietary for the use of only the intended receiver. See Accompanying Notes and Auditor's Report -4- CONFIDENTIAL PROPRIETARY INFORMATION All information contained in these documents is considered confidential and proprietary for the use of only the intended receiver. See Accompanying Notes and Auditor's Report -5- CONFIDENTIAL PROPRIETARY INFORMATION All information contained in these documents is considered confidential and proprietary for the use of only the intended receiver. See Accompanying Notes and Auditor's Report -6- CONFIDENTIAL PROPRIETARY INFORMATION All information contained in these documents is considered confidential and proprietary for the use of only the intended receiver. See Auditor's Report -7- CONFIDENTIAL PROPRIETARY INFORMATION All information contained in these documents is considered confidential and proprietary for the use of only the intended receiver. See Auditor's Report - 8 - Agreement No. 7434 All information contained in these documents is considered confidential and proprietary for the use of only the intended receiver. See Auditor's Report -9- CONFIDENTIAL PROPRIETARY INFORMATION All information contained in these documents is considered confidential and proprietary for the use of only the intended receiver. See Auditor's Report -10- Agreement No. 7434 SECURITY AND HOSTING OVERVIEW June 2015 SAP Fieldglass Agreement No. 7434 Security and Hosting Overview Table of Contents June 2015 1 INTRODUCTION... ... ........... ........»...,,,. .4. 1.1 SCOPE OF OPERATIONS ...... .»......» ........ .........................,.. ......... ......... ..............................5 1.2 SECURITY MANAGEMENT......................................................... » .............. —..,.................................6 1.2.1 SECURITY POLICIES, STANDARDS AND PROCEDURES ..........„„, ..., 6 1.2.2 RISK MANAGEMENT.............................................................................................................................. 6 1.2.3 ASSESSMENTS ..... ................ .,....».........., ..... ___ ........... ... .......„„ ,...,....7 1.3 APPLICATION SECURITY ......................... ,....................... »................................................................. 8 1.3.1 ENCRYPTION.... . . .... . ..,....... ......... .,......... ..,..,....,,,.,.,.., , ........... ......... .....,.,. . ....__8 1.3.2 DATABASE SEGMENTATION..,.,.,. .....„ „,....,....»...... ...................... ................. ., ..__............ ,8 1.3.3 DOCUMENT ENVELOPES......................................................................................................................... 8 1.3.4 PAGE -LEVEL ACCESS CHECKING............................................................................................................... 9 1.3.5 URL ENCRYPTION. ,.......... .......... ___ ................. ................. ....... .............. .. .,...,.., 9 1.3.6 ACTIVITY LOGGING ......... ......... ................... .......,.,.....-..,. .....,.„., ......... ............ 9 1.3.7 APPLICATION TESTING...............................................................................».........,..,.............,,..„......,......9 1.3.8 PASSWORD MANAGEMENT................................................................................................—........,......,10 1.3.9 EMAIL APPROVALS...............................................................................................................................10 1.3.10 APPLICATION PENETRATION TESTING...,..... ..,.».... ......... ......... ....,.. ...,,.....,.... , _ ..........,........11 1.4 PHYSICALSECURITY................................. .................. .............. ... ......................................... 11 1.4.1 INTERNET DATA CENTER CONSTRUCTION . ............. .__............____ 11 1.4.2 ACCESS CONTROL................................................................................................................................11 1.4.3 MAN TRAPS ........ .......... ......... ......... ... ....... ......... ....... .., . .......,........ ,......... ... .........,......a.12 1.4.4 KEY CONTROL...„...» .. ..... ................ ............................. .......... ........,12 1.4.5 ALARM SYSTEM..., ..,.,.......... . .. ........ ... .............. .... ..»,...,, .,,...,.12 1.4.6 CLOSED CIRCUIT TELEVISION SYSTEM......................................................................................................12 1.4.7 BACKGROUND CHECKS .................... ,.. .......... ..... ....,..,, .».,..... 12 1.4.8 HOSTING FACILITY SECURITY PERSONNEL ».................................. ......... ............. .......13 1.5 NETWORK SECURITY ...................................... .....................................................»»...... ........... 13 1.5.1 REDUNDANT COMPONENTS..................................................................................................................13 1.5.2 PRIVATE VIRTUAL LANs .... ........ ................ ....................... .......... ...,,.... ..,..„,.. .......13 1.5.3 FIREWALL..................... ............................... .......,....,..,, , .,.,.., ....,....,. ,.,... 13 1.5.4 24/7 MONITORING ......... .............. ..... ......... , .....,,..,......... .. ......... ......,.. .......... — ...... 14 1.5.5 ENTERPRISE SIEM .........., .......... .......... ............»,., , ......,........, ., ....,......... .. ........14 1.5.6 NETWORK PEN TESTING ............... ........... ............................ ... .......... .......14 1.6 DATA MANAGEMENT ..........,.................................................. . ......... ......».... .................14 1.6.1 DATA BACKUPS AND REPLICATION............................................................................................»............. 14 1.6.2 DATA ARCHIVING.............................................................................................................................14 1.6.3 DATA DELETION,___ ..................... ...... ...... ..,.................. ..... ....,..... ......,..15 1.6.4 DATA USAGE....... ___ ..........................,...,,.,,,. ,,. ...... ...... ..,...15 1.6.5 DATA SCRUBBING................................................................................................................................16 1.6.6 DATA ACCESS ...... ......................... .................. »...... .. ..........,..,..... ........ .....,,17 Agreement No. 7434 Security and Hosting Overview June 2015 1.6.7 DATA LOSS PREVENTION.......................................................................................................................18 1.6.8 CUSTOMER TERMINATION.......,,... .,....„.................................. ................. ---- ............... 18 2 RELEASE MANAGEMENT.......................................................................................................................19 2.1 RELEASE MANAGEMENT PROCESS ...................................................... .............................................. 19 3 DISASTER RECOVERY AND BUSINESS CONTINUITY PLAN-- .„..„...................... ......„,„....„......,, 21 3.1 DISASTER RECOVERY...........................................................................,.,...........,.................,............21 3.2 BUSINESS CONTINUITY..................................................................................................................21 ag(: 3121 Agreement No. 7434 Security and Hosting Overview 1 Introduction June 2015 This document provides a general overview of the SAP Fieldglass security and hosting infrastructure. It is effective as of the revision date indicated below. However, as security needs continue to evolve, the specific information relating to the topics covered may be subject to change overtime. Security The SAP Fieldglass solution was architected to be the most reliable and secure Vendor Management System available today. SAP Fieldglass is proud to offer our customers, subject to review and acceptance by our audit partner, the following assurances: • 150 27001 certified since 2011 • SSAE 16/ISAE 3402 Type 2 SOC1 audits conducted since 2005 • SSAE 16 Type 2 SOC2 audits in the Trust Services Principles for: • Security — the system is protected, both logically and physically, against unauthorized access • Availability — the system is available for operation and use as committed or agreed to • Processing Integrity — system processing is complete, accurate, timely, and authorized • Confidentiality — information that is designated as "confidential" is protected as committed or agreed • SSAE 16 Type 1 SOC2 audit in the Trust Services Principle for Privacy (Type 2 audit scheduled for Q3 2015) • Annual third party pen testing of our network and application This document provides an understanding of how SAP Fieldglass handles the following areas across its global operations: • Scope of Operations • Security Management • Application Security • Physical Security • Network Security • Data Management • Release Management • Disaster Recovery • Business Continuity SAP Reldglass Agreement No. 7434 Security and Hosting Overview 1.1 Scope of Operations SAP Fieldglass has global operations located in the following regions: United States Business office SAP Fieldglass 111 N. Canal Street Suite 600 Chicago, IL 60606 Active and passive datacenters Century Link Equinix / ServerCentral 2425 Busse Road 1735 Lundy Avenue Elk Grove Village, IL 60007 San Jose, CA 95131 APAC Business office SAP Fieldglass Suite 5, 48 Lovett Street Manly Vale NSW 2094 Australia European Union Business office SAP Fieldglass One Valentine Place London SE 18QH United Kingdom June 2015 III FieldglassP a g e 5 1 21 Agreement No. 7434 Security and Hosting Overview Active and passive datacenters ServerCentral c/o Equinix Laarderhoo,gtweg 57 1101EB Amsterdam, Netherlands June 2015 ServerCentral c/o Telehouse North 14 Coriander Avenue London E14 2AA United Kingdom The terms "active" and "passive" designate which of the production hosting environments is being used as the primary (active) and which is being used as the backup (passive or disaster recovery). These designations are not static and SAP Fieldglass will occasionally fail over the active hosting environment to the passive hosting environment. This practice ensures that SAP Fieldglass is capable and ready in the unlikely event a disaster occurs and we need to fail over to the passive site. 1.2 Security Management SAP Fieldglass' Security Team is responsible for implementing and maintaining the security controls to ensure that SAP Fieldglass information systems are secure. SAP Fieldglass has based its security program on industry standards and best practices. For our established datacenters, these practices are audited annually by a third party with results available to customers in October. 1.2.1 Security Policies, Standards and Procedures SAP Fieldglass maintains a comprehensive set of policies that define the information security goals and objectives. Each policy may be supported by a standard that dictates the required security requirements to ensure the uniform application of technologies and processes. 1.2.2 Risk Management SAP Fieldglass manages risk by the identification of threats and vulnerabilities to its information systems and through a control selection process. Controls selected fall into the following categories: • Policy • Physical and Environmental Security • Organizational Security • Communications and Operations Management • Acceptable Use • Access Control • Third Party Access • Information Systems Acquisition, Development and Maintenance • Asset Management • Incident Management • Personnel Security SAPIFieldglass`�� 6 1 21 Agreement No. 7434 Security and Hosting Overview • Compliance June 2015 As an element of our ISO 27001 compliance, SAP Fieldglass conducts an enterprise -wide risk assessment. Key individuals from every department are interviewed so that risks can be identified. Risks are then evaluated and entered into a risk treatment plan. This plan is managed by the Security team with oversight by the Security Steering Committee. The Security Steering Committee meets on a quarterly basis. 1.2.3 Assessments SAP Fieldglass periodically assesses the security controls to review the effectiveness of each control in addressing risk. If SAP Fieldglass' assessment suggests a need for changes, the baseline standard may be changed to include additional controls. Internal Audit SAP Fieldglass conducts quarterly internal audits for critical controls. Evidence is reviewed by our Sr. Compliance Analyst and a formal assessment report is prepared. Failed controls are made visible by this process so they can be remediated. Executive sign off on the internal audit reports is required. External Audit SAP Fieldglass also contracts with third parties on an annual basis to perform formal security audits on the following: • ISO 27001 surveillance audit * SSAE 16/ISAE 3402 Type 2 SOC1 audit SSAE 16 Type 2 SOC2 audits in the Trust Services Principles for: • Security • Availability • Processing Integrity • Confidentiality • SSAE 16 Type 1 SOC2 audit in the Trust Services Principle for Privacy (Type 2 audit scheduled for Q3 2015) • Network penetration test • Application penetration test These assessments allow SAP Fieldglass to maintain an appropriate security posture in order to protect the company and its systems, as well as its customers' data. We are currently working with our third party audit partner in bringing our EU datacenters into scope for our 2015 ISO 27001 audit and SSAE 16/ISAE 3402 Type 2 SOC1 and SOC2 examinations. SAP Fleldglass,p 7 1 21 Agreement No. 7434 Security and Hosting Overview June 2015 1.3 Application Security Our application provides application -level security through a combination of encryption, page -level access checking, document envelopes, and activity logging. Application security is handled through a combination of programming checks, application server configuration, and database server configuration. SAP Fieldglass uses 128-bit SSL (HTTPS) encryption for all data transmissions over the public Internet, including data shared between the product and end users and data shared between the product and back -end systems. Passwords are encrypted using a one-way hash with salt based on the SHA-256 encryption algorithm. The hash value is saved within the database; not the password. The base SAP Fieldglass application does not require data that would require breach notifications if compromised. If the customer chooses to store sensitive data, custom fields may be defined by the customer that can be encrypted with AES-256. These fields can also be optionally masked from view while entering and viewing the fields in the application. 1.3.1 Encryption By default, the application utilizes SSL encryption for all data transmissions over the public Internet. In addition, the SAP Fieldglass hosted application encrypts sensitive data stored on the database so that only properly authorized users (or systems) will be able to decrypt the data. Because no state information is stored on the application server, in the unlikely event of unauthorized access to the database, the sensitive data is still encrypted. 1.3.2 Database Segmentation SAP Fieldglass is a SaaS and utilizes a multi -tenancy database. Each customer is assigned a unique company code. Every record written to the database is keyed using this company code. After a user authenticates into the system, a session ID is generated which holds vital information about the user including their company code, user role, and data visibility restrictions. The session ID is cached server side to eliminate any ability for a malicious user to modify its contents. 1.3.3 Document Envelopes Throughout the system, there are a number of events that generate "documents." These are digital representations of their real -world counterparts. For example, job postings, work orders, time sheets, and invoices are all represented in the system as documents. Each document in the system has an accompanying digital envelope that stores all access to that document. For example, when a job posting is created, an envelope entry is added for creation that records the date, time, and person. When it is submitted, another entry is added recording the date, time, and person. SAP Reldglass�., I g 8 1 21 Agreement No. 7434 Security and Hosting Overview June 2015 1.3.4 Page -Level Access Checking The application has been designed so that every single web page checks for access rights before displaying itself. Additionally, each page performs a second check to ensure that an authorized user will only have access to those data elements and functionality that has been expressly authorized by the system administrator. The post -authentication session ID that is generated and cached server -side is validated prior to showing each page. SAP Fieldglass stores a non -persistent cookie in the browser and compares back to the server -side session ID. If they no longer match due to malicious activity, the user is redirected to a "You are not authorized" page. Authorization is handled through the use of user -defined User Roles. User Roles provide the customer, through its designated administrators, the flexibility to specify the type of access given to a member of that user group based on the definitions configured by the administrator. The User Role controls what areas of the application are accessible to the user group and what actions they can perform in those areas (e.g. job posting create, time sheet approve, etc.). 1.3.5 URL Encryption SAP Fieldglass does not pass any sensitive data in its URL query strings. Parameters that are used to identify users in the system are protected by anonymizing the field variable and then encrypting the associated value using AES-256. 1.3.6 Activity Logging As users access the system, all of their business significant activities are tracked and logged including failed login attempts, successful logins, approvals, submissions, etc. This activity log provides a full audit trail of what actions a particular user performed within the system and the timestamp as well. 1.3.7 Application Testing Upon request, SAP Fieldglass will provide customers with a sandbox environment where system testing can occur outside of production. This is useful when testing out configuration changes, new integrations, and/or new reports prior to making the changes live in the customer's production instance. Upon request, customer's data can be anonymized. SAP Fieldglass has the ability to scrub the data such that it is unrecognizable. Data element replacement is accomplished by an automated SAP Fieldglass utility that replaces the customer's company code, user names, business units, cost centers, and sites from a store of random variables. Any or all of these elements may be chosen for replacement. Sensitive data that has been designated by the customer to be stored in the SAP Fieldglass application is encrypted with AES-256. The encryption and decryption keys are different between production and test environments and are different between the US and EU datacenters. These keys are stored in the corporate password vault and are accessible only by the Database Administrators and the Lead Architect. SAP Fieldglass,,11 a e 9121 Agreement No. 7434 Security and Hosting Overview June 2015 Once customer testing has been completed, the Environment Management team (a team within Professional Services) destroys the environment. The database is purged and the VM is returned into circulation. 1.3.8 Password Management The SAP Fieldglass application provides each customer the ability to define a Password Policy. This policy contains custom -defined password rules that each user in the customer's instance must adhere to. The policy provides 20 different password rules such as minimum length, user lockout preference (hard lockout vs. time -based reset), days to expiration, minimum password age, etc. Also included is the ability to specify a regex pattern(s). This pattern dictates the password value syntax that each user must follow. When customer chooses to use a test instance ("sandbox"), all user password values remain unchanged from their production values. All passwords and visibility restrictions remain unchanged to ensure that users in the test instance are not able to gain access to data they're not privileged to see in production. Also, the password policy that is enforced in in the production instance is also enforced in the test instance. New user invitations are sent via email. Recipients enter their 1-time passcode and are then forced to specify a new password that complies with the customer's password policy rules. User invitations expire after 21-days. 1.3.9 Email Approvals In order to better support our growing mobile workforce, SAP Fieldglass offers customers a supplementary method for approving their work items. Via email, approvers are able to submit their approval or rejection response by simply replying to the approval work item that was sent to them. This method has been proven to reduce approval cycle times by several days since the approver does not have to be in the office. This feature has been architected with the following security controls: • Only the original recipient can approve/reject the work item. If the recipient forwards the email to another person, the system will not accept the response. • Email spoofing is not a risk. A unique ID is generated for each approval request. This unique ID along with the person ID of the intended recipient is stored encrypted with AES-256. So even if the email address sending the approval/rejection response is legitimate but the sender is not, the system will detect this anomaly and not accept the response. • A SAP Fieldglass approver can identify another user as their Proxy and/or Delegate when they will be out of the office and unable to handle the approval requests. By design, neither of these roles receive approval work items via email. So only the original recipient can ever submit an approval/rejection response via email. • If the customer created custom fields where sensitive information is stored encrypted, those fields and associated values are not allowed to be selected for inclusion in these email approval notifications. • The system audit trail is updated with all user actions including approval/rejection activities via email. This audit trail is accessible by privileged customer users and can be used to monitor user activity. SAPIRelll , III `` P a g e 10 1 21 Agreement No. 7434 Security and Hosting Overview June 2015 In order to compromise the security of our email approval feature, a malicious user would need to hack into another user's email account, locate the SAP Fieldglass approval request email, and then submit the approval/rejection response. 1.3A0 Application Penetration Testing SAP Fieldglass uses a combination of manual and automated testing to ensure the application is secure. Various automated commercial tools are used prior to each major release of the SAP Fieldglass system (three times per year). On an annual basis, SAP Fieldglass engages a 3rd party security company to conduct pen testing services against our application. This is in addition to SAP Fieldglass' own internal penetration testing efforts. SAP Fieldglass has several test environments available for customers to conduct their own application penetration testing if requested. 1.4 Physical Security The SAP Fieldglass data center provides physical security through its secure hosted facilities. The application is hosted within a secure unmarked cage. SAP Fieldglass manages everything from the cage in. Meaning, SAP Fieldglass manages all servers, devices, and software in the cage. The hosting provider provides physical security, internet connectivity, and HVAC. 1.4.1 Internet Data Center Construction Exterior perimeter walls, doors and windows are constructed of materials that afford UL Standard #752, Level V Ballistic Protection. 1.4.2 Access Control The data center uses an Access Control System (ACS), which supports a networked card reader and alarm system. The ACS uses proximity card readers to control access into perimeter doors, shipping/receiving areas, storerooms and other areas. Biometric hand scanners are installed to control access into the network control center, telecommunications node room and customer vaults. Additional access control measures include: • Designated with signage as controlled access areas • Areas within the internet data center are designated as restricted • Access into the internet data center and restricted areas is controlled by biometric hand scanners, and is limited to authorized personnel • Card access badges or contractor/visitor badges are required to gain entry • All employees, customers, vendors, contractors and visitors must be sponsored by a facilities pre -approved sponsor to gain access • Visitors are escorted at all times within the controlled access area perimeter SAP Fieldglass, Agreement No. 7434 Security and Hosting Overview June 2015 1.4.3 Man Traps The system includes the following key features: • Anti-passback • Integrated metal & explosive detection • Video monitored / recorded • Two-way intercom audio to Security Control Room Level V ballistic protection • Weight sensors limit entry to one person at a time (no tailgating) • ADA compliant • Intrusion / tampering alarm monitoring by Security Control Room • Integrated card access & biometric access control systems limits access to persons verified by hand geometry • All systems are supported by redundant power management system (generators). 1.4.4 Key Control Facilities security staff is the custodian of all security and cage keys. These keys are maintained and tracked through a comprehensive issue, retrieval, audit, and storage process. The listing of all customers, customer employees and cage assignments is updated in real-time maintained to ensure that cage access is restricted to authorized personnel. 1.4.5 Alarm System The ACS is used to monitor and log security alarms. The ACS monitors all: • Perimeter doors • Restricted Area doors • Shipping / receiving doors 1.4.6 Closed Circuit Television System Facilities employ an extensive closed circuit television system to monitor the exterior and interior of the internet data center. Exterior cameras provide views of critical support equipment and perimeter doors. Interior cameras are positioned to monitor all internet data center aisle ways, requests for entry and entry into the internet data center, shipping / receiving areas, high -security vaults and the internet data center lobby. All cameras are recorded on digital video recorders 24 x 7. 1.4.7 Background Checks SAP Fieldglass requires background checks be performed at the time of hiring on all personnel. These background checks are performed by a nationally recognized third party company. SAP Fieldglass initiates the background check request for all potential employees and independent consultants. If the independent contractor is placed through SAP Rieldglass, Agreement No. 7434 Security and Hosting Overview June 2015 an agency, the agency will conduct a background check and confirm with Human Resources whether the results were completed with/without discrepancies. If the independent contractor is placed directly, SAP Fieldglass will conduct the background check. Background checks include the following: • Social Security Trace • Statewide & National Criminal Report (7 years) • Sex Offender Registry & Terrorist Watch • Compliance Authorities Database Checks — Global (OFAC level verification) • Education verification • Employment verification (7 years) • Global Sanctions & Prohibited Parties • Credit (only for specific finance roles) 1.4.8 Hosting Facility Security Personnel The security office duties include: • Response to calls for assistance • Security facility inspections • Fire and safety patrols • Shipping / receiving security • Physical security audits and assessments 1.5 Network Security The SAP Fieldglass network infrastructure includes redundant components, firewalls, and 24/7 monitoring. 1.5.1 Redundant Components Most network components are internally redundant. For example, routers have redundant power supplies; servers have redundant drives, power supplies, and NIC cards. Additionally, all network components are redundant to provide redundancy and security in the event of a component failure. 1.5.2 Private Virtual LANs The application network architecture has been designed with multiple private virtual LANs using redundant Cisco routers. Every major network layer is placed on its own virtual LAN with rules about which protocols and ports are accessible. 1.5.3 Firewall SAP Fieldglass has implemented dual -vendor redundant firewalls between the public internet and the SAP Fieldglass private network, as well as between each virtual LAN. This SAP FIII lash g e 13 1 21 Agreement No. 7434 Security and Hosting Overview June 2015 firewall has been configured to enforce protocols and ports that are able to cross LANs with a default deny stance. 1.5.4 24/7 Monitoring SAP Fieldglass provides 24/7 monitoring of suspicious activity. Any failure is promptly reported and, after an initial analysis, escalated to the next appropriate level. LIS Enterprise SIEM Our security incident and event management (SIEM) tool has been configured to collect logs and events from all systems and devices within the SAP Fieldglass network. Forwarders are used to collect, filter, normalize and forward relevant data to an Indexer. Each installation listens for Syslog data and actively pulls WMI information from its respective environment. Security related issues are monitored and alerted on where required. 1.5.6 Network Pen Testing On an annual basis, SAP Fieldglass engages a 3rd party security company to conduct pen testing services on our network. 1.6 Data Management 1.6.1 Data Backups and Replication SAP Fieldglass has a highly available backup solution that guarantees data can be restored as expediently as possible. Our solution performs a continuous replication of data to our passive production hosting facility. SAP Fieldglass takes incremental SQL backups every 15 minutes and full backups on a nightly basis. Backups are transferred to the passive production hosting environment over a secure channel. SAP Fieldglass' solution offers continuous protection of customer data geographically without imposing performance degradation or scaling limitations. Data is encrypted both at rest and in transit with AES- 256. Data backups and replication are performed between the active and passive production environments. The US -based active production environment replicates data to the US - based passive environment. Likewise, The EU-based active production environment replicates data to the EU-based passive environment. Also refer to section 3.1 Disaster Recovery. 1.6.2 Data Archiving Data is archived throughout the year. Eligible transactional and reporting data are moved from the active database to an archive database after 24 months. Archived data can be accessed only by customer users with a user role of Administrator. Archive data is accessed using the same login screen and user interface that is used to access current data. Reports can also be generated using archive data from the standard interface. SAP i Fieldglasszii f!j e 14 1 21 Agreement No. 7434 Security and Hosting Overview June 2015 The criteria for archiving data are as follows: • Data remains in the active database for 24 months, at which point eligible data is moved to the archive database. • Data remains in the active report database for 24 months, at which point eligible data is moved to the archive report database. • Archiving begins with the worker. When a worker's end date is more than 24 months old, the worker and all associated data including the worker's work orders, job seeker record, job posting, time sheets, expense sheets, and payment -related items such as invoices are archived. • The archive process is run as a batch job on a weekly basis to move data from the active databases to the archive databases. • Data cannot be moved back from the archive database to the active database. SAP Fieldglass does not delete data from its archive databases and has data older than 7 years. In the future, if SAP Fieldglass decides to delete archived data, we will ensure that a minimum 7 years of data is retained. 1.6.3 Data Deletion Data deletion occurs only when required by a customer. SAP Fieldglass' data deletion capabilities allow customers to remain compliant with data privacy, data protection, and other related data directives. • Deletion logic is based solely on a customer's business requirements. A custom script is developed by SAP Fieldglass. • Results are verified in a non -production environment by both SAP Fieldglass and the customer prior to executing in production. • A "Preservation" flag is available for use. Customers can set this flag on any data to override logic that would otherwise delete the data. This is useful during times when litigation or eDiscovery efforts are in progress and certain data must be preserved. • Script execution frequency is determined by the customer. SAP Fieldglass is contractually obligated to retain at least 7 years of data for customers. 1.6.4 Data Usage Customer data is required in non -production environments for various reasons: • Second level help desk support for customer defect investigation and resolution. • Supporting customer requests for updating data, whether it be for desired changes or corrections for data modified by the customer in error. • Customer sandboxes — these are non -production environments configured only with the customer's data (customer's data is "sliced" out from the multi - tenancy production database). These sandboxes are required for many SAPc Reldglass15 121 Agreement No. 7434 Security and Hosting Overview June 2015 reasons, including testing of new or changed integration connectors, reports, and/or application configuration changes such as revised approval workflows. New application features can also be turned on and reviewed in the sandbox before turning on in the live production instance. Any data deletion scripts that are developed between the customer and SAP Fieldglass must be tested in a non -production environment prior to executing in production. Customer Preview testing — this is an opportunity for customers to gain early access to a future upgrade of the SAP Fieldglass application. This allows customers to gain confidence that the system is working as expected prior to the release date. Customer participation is optional. SAP Fieldglass regression testing — the SAP Fieldglass application is offered in a Software as a Service (SaaS) model. One of the services we provide is testing of the application prior to each production release. To ensure a customer's configuration, integrations, and reports are working as expected with the new codebase, SAP Fieldglass Quality Assurance uses a scrubbed production copy of the database in our regression testing. Regression testing is where we execute test cases against the current production codebase and the future codebase using a common data input. Output files from each test are compared to ensure any changes are expected. Customers may opt out of this process. However, all responsibility in ensuring the customer's SAP Fieldglass instance is properly working and maintained is transferred to the customer. To date, all SAP Fieldglass customers have declined to assume this responsibility. 1.6.5 Data Scrubbing In order to properly service our customers, access to production data is required. All customer data is classified as Confidential. SAP Fieldglass takes every possible precaution to ensure data is protected from unauthorized access and misuse. Data is protected in the following ways: • First names and last names of buyers, suppliers, and workers are anonymized by replacing with a test value. • Email addresses of buyers, suppliers, and workers are changed to a single false email address such as gLatest8@SAP Field lass.com which is configured to automatically purge all email sent to it. M Buyer and supplier company names are anonymized. • Any custom fields created by the customer remain unchanged. Custom fields that contain sensitive data are encrypted with AES-256 and optionally display masked when entering and displaying values in the user interface. There is no way to decrypt these values since the decryption keys between production and test are different. Keys are stored in the corporate password vault and { { { t ,a 1, c 16 1 21 Agreement No. 7434 Security and Hosting Overview June 2015 access is limited to only select senior members of the technology team. This access list is reviewed quarterly bythe internal audit team and by a third party in our annual SSAE 16 / ISAE 3402 Type 2 SOCI and SOC2 audits. The data scrubbing process is: • A backup of the data is taken at the location where the source database resides • Data is filtered where only the most recent 3 months of data remain • Data is scrubbed as described above • Data is then securely transferred from the production system to the test system Once scrubbed, all personally identifiable information (PII) has been removed and any sensitive custom field data cannot be read. Our test systems reside in secure third party data centers with the same controls as our production data centers. 1.6.6 Data Access Direct access to production data is required in specific cases. Access is provided based on business need and not by role alone. Access reviews are conducted monthly and reviews are subject to recurring quarterly reviews by the SAP Fieldglass internal audit team. Executive review and sign off is performed for all quarterly reviews. Access is required for the following puposes: • Professional Services Data Services team — this team receives a customer's master and/or worker data and executes data uploads into test and/or production environments. Once the data are successfully uploaded and customer has signed off on the accuracy and completeness of the upload, the data are destroyed. • First level help desk — when customers call our help desk, the caller may require the help desk agent to to view data or log in as the caller in order to help them with their problem. This is only performed when authorized by the caller. SAP Fieldglass has help desk locations in the following regions: United States SAP Fieldglass 111 N. Canal Street Suite 600 Chicago, IL 60606 SAP Reldglass Agreement No. 7434 Security and Hosting Overview Europe and APAC Merlin -IT Hungary Information Technology Services Kft. Vagohid u. 2., 4034 Debrecen, Hungary June 2015 Merlin Information Systems Philippines Inc. 6th Floor C ommerce and Industry Plaza Building, McKinley Hill Cyberpark, Taguig City, Philippines The SAP Fieldglass Security team conducted an onsite security audit in 2014 at Merlin Hungary. Contractually, Merlin must meet SAP Fieldglass' security requirements. The following security controls are in place: Help desk agents are not able to cut/paste using their secured workstation. • External media including any USB drive is disabled. 0 Printing is not supported. • Help desk agents have been background checked by Merlin using SAP Fieldglass' background check requirements (see section 1.4.7 Background Checks). 1.6.7 Data Loss Prevention Our DLP solution has been installed and configured for use on devices subject to exposure to sensitive information. It has been implemented to guard data at its endpoints and to ensure leakage of information classified as Confidential does not occur. Policies can be pushed from the central management console or pulled from an individual endpoint client. Client installs are configured to update (pull) policy changes every 90 minutes. Our enterprise SIEM tool is configured to pull data in real time from the DLP database. Dashboards are created to allow quick overviews of agent statuses/details, alert details, and logging details. The SIEM is configured to notify the Security Team in real time when an alert is detected. The Analyst then logs into the SIEM and investigates the alert to determine whether it's legitimate or a false positive. 1.6.8 Customer Termination If a customer were to terminate their contract with SAP Fieldglass, the customer's data could be sliced out of the production database and delivered to the customer on a media of their choice. The size of the data will determine what media is appropriate. SAP R l ' , f�l a: I:: 18 121 Agreement No. 7434 Security and Hosting Overview June 2015 2 Release Management 2.1 Release Management Process The SAP Fieldglass Release Management team is responsible for the management of all delivables required in upgrading the production SAP Fieldglass system. This team is comprised of key members from the Development, Quality Assurance, Product Management, Professional Services, and executive teams. SAP Fieldglass customers benefit from our release management in that the release deployment schedule repeats itself year over year; releases are deployed over the same weekends of predetermined months. SAP Fieldglass has several different release types: Major Releases In the US, Major releases occur on the second Fridays in March, July, and November. In the EU, Major releases occur on the third Fridays in March, July, and November These releases can include new product features, new or changed functionality, user experience enhacements, and changes to the user interface. These are our most formal releases and the only type of release that requires an extended maintenance window. The Release Manager and the Release Management team closely monitor all phases of the Software Development Lifecycle and analyze PKIs at each phase transition. Release notes are provided as well as an opportunity for customers to optionally participate in a customer preview opportunity. This is where users can log into a non -production environment that is running the future codebase. The benefit of participating is that customers can gain confidence the system is behaving as expected prior to the official release date. Minor Releases Minor releases occur on the second Fridays in January, May and September. These releases do not require the formalities of major releases. This type of release is used when deploying customer -specific product features and integrations to production. These releases are deployed to both US and EU customers at the same time. Service Packs Serivice packs are deployed as required to resolve product defects. These releases are deployed to both US and EU customers at the same time. IP Fieldglass,,,P a m r 19 121 Agreement No. 7434 Security and Hosting Overview June 2015 All releases are deployed to production by a central deployment team located in the US. During the deployment process, the codebase is replaced with the new codebase and data transformation scripts are executed. During this process, customer data is not viewed or accessed. Upon completion of the deploy, the Quality Assurance team executes a post -deploy verification checklist to ensure the system is ready for general availability. One such verification is verifying an MD5 hash to ensure the certified codebase was installed in production without modification. Test companies are used in conducting all testing. SAP Reldglass Page 20121 Agreement No. 7434 Security and Hosting Overview June 2015 3 Disaster Recovery and Business Continuity Plan 3.1 Disaster Recovery SAP Fieldglass maintains a disaster recovery plan with backup, hardware repair, and data restoration, along with the ability to bring up the SAP Fieldglass application at a hot backup site in the event of a declared disaster (as described in the SAP Fieldglass disaster recovery plan) where the primary site is destroyed or disabled. This plan is tested on a yearly basis. Lessons learned are recorded in the test results and the plan is adjusted and improved accordingly. SAP Fieldglass has the concept of active and passive production hosting facilities. The active environment is the live production hosted facility that all SAP Fieldglass users are actively using. The passive environment is a hot production hosting environment. Our data replication solution ensures that the passive environment is ready at anytime to be failed over to. In a disaster scenario, SAP Fieldglass changes the DNS to the passive hosting center's set of IPs. Users are then seamlessly routed to the other datacenter. There is not multi -day data migration that has to occur due to the ongoing data replication that is in place. SAP Fieldglass proactively conducted a datacenter failover from the active datacenter to the passive datacenter in April 2015. The entire failover process was conducted in just over 8 hours with zero data loss. SAP Fieldglass plans to repeat this proactive datacenter failover between 1 and 3 times per year. Also refer to section 1.6.1 Data Backups and Replication. 3.2 Business Continuity The primary objective of our business continuity plan (BCP) is to enable SAP Fieldglass to recover all functions within their respective Recovery Time Objectives (RTOs) after any type of disruption occurs which prevents SAP Fieldglass personnel from engaging in ongoing business operations. A Recovery Point Objective (RPOs) has also been defined to identify our tolerance for any data loss. This Plan is designed to support the employees responsible for leading recovery efforts to enable SAP Fieldglass to resume daily operations following a disruption. A business impact analysis (BIA) has been developed to fully quantify and prioritize restoration of mission -critical processes. SAIP Fieldglass l.n e 21 1 21 AVOLritru Agreement No. 7434 Privacy Policies and Procedures SIG evi i�: n iiiiisiI Virtru's Privacy Policies and Procedures were adopted as of [Date]. Virtru's Privacy Policies and Procedures were revised as of [Date]. Virtru's Privacy Policies and Procedures were revised as of [Date]. Virtru's Privacy Policies and Procedures were revised as of [Date]. Virtru's Privacy Policies and Procedures were revised as of [Date]. Virtru's Privacy Policies and Procedures were revised as of [Date]. Name Name Name Name Name Name Rev.2015.8.6 Agreement No. 7434 Table of Contents Fie yjsiqn_Bji� Company Document Control Information Overview: Purpose: Aapikabirst y, Definitions: POILICY, Lnforcernent- Admin-Istrative Requirements for HIPAA llm n lamentation Overview: Purpose: ARRILIcability. ROILIM. P-o—cument jLiternents. Enforcement: —Mintmurn —Necessaty-5_tandard Overview: R"r ose., Applicabirq lic Procedures: Enforcement: Qqjj�ness reements. Overview: Purpose: ApRfticabilifty- Rq1-i C-Y-. Enforcement: fl-us—inessA-gigg �eSu grgem—ents Overview: EmMose. App-licabirity- Policy: Enforcement: R9gpJiP-t,Use and DisdImure oflPe rsonal Nf-Identifia b lie Information Overview: Purpose, APP—ficabi[ln- 529dgLpgitiiiorr: Eg—licy. ,Rrocedures. Enforcement: Cop2plaint Process 2 Rev.2015.8.25 Agreement No. 7434 Overview: Purpose: A"JlcqbLlHt)c. Policy: Procedures: Enforcement: Overview: Purpose: Applicability; 5pecjal DgfinitigLis C.orpoolicies: Procedure: Enforcement: Scanner Policy Qverview: EMMose. A-"_l it c a b �irj t S Definitions corgorptg PolkigL Procedure: Enforcement: Tr�a�iining_EolLicy Overview: Purpose: Applic_---y Policy: Enforcement. Rev.2015.8.25 Agreement No. 7434 �= Virtru may be referred to as "Company." A. Document Control A staff copy of this document is available with the Virtru Privacy Officer, Will Ackerly, willackerlyna virtr . or or (202) 577-3683. B. Security Document Library These policies and procedures and related privacy and security practice information will be kept in our Security Documentation Library (SDL). The Library is located in Goo l�® Drive and backed up to a local NAS. Outdated and superseded materials from the Security Documentation Library (or Notebook) will be kept in an archive (the Security Documentation Archive) for at six (6) years after the date when they are first outdated or superseded. A. Overview The Privacy Rules place certain restrictions on the acquisition, use and disclosure of Personally -Identifiable Information (PII). These policies establish the minimum care with which PII in the custody of Virtru personnel must be maintained. Ism Purpose The purpose of this document is to provide basic instruction to all Virtru employees regarding the management and protection of Personally -Identifiable Information. C. Applicability This policy applies to all Virtru employees, which are defined for the purposes of this document to be employees of all current and future subsidiaries of Virtru. D il)efinitions Covered Entity means a health plan, a health care clearinghouse, or a health care provider that transmits any health information in electronic form relating to any covered transaction. Personally -Identifiable Information (PII) means any information about an individual maintained by Virtru, including: 1. Any information that can be used to distinguish or trace an individuals identity, such as name, social security number, date and place of birth, mother's maiden name, or biometric records; and Rev.2015.8.25 Agreement No. 7434 2. Any other information that is linked or linkable to an individual, such as medical, educational, financial, and employment information Treatment, Payment and Health Care Operations (TPO) include all the following: 1. Treatment means the provision, coordination, or management of health care and related services, consultation between providers relating to an individual, or referral of an individual to another provider for health care. 2. Payment means activities undertaken to obtain or provide reimbursement for health care, including determinations of eligibility or coverage, billing, collections activities, medical necessity determinations and utilization review. 3. Health Care Operations includes functions such as quality assessment and improvement activities, reviewing competence or qualifications of healthcare professionals, conducting or arranging for medical review, legal services and auditing functions, business planning and development, and general business and administrative activities including the creation of de -identified health information as defined by these regulations. Disclosure means the release, transfer, provision of access to, or divulging in any other manner of information outside the entity holding the information. Use means, with respect to individually identifiable health information, the sharing, employment, application, utilization, examination, or analysis of such information within an entity that maintains such information. Personal Representative means a person who has authority under applicable law to make decisions related to health care on behalf of an adult or an emancipated minor, or the parent, guardian, or other person who is authorized under law to make health care decisions on behalf of an un-emancipated minor. Employees means all employees of Virtru as well as its temporary employees, interns, independent contractors, trainees, and other persons in the performance of work for the Company, its offices, programs or facilities. Privacy Rules means the rules adopted by various state and federal agencies to implement the requirements of the Health Insurance Portability and Accountability Act of 1996 (HIPAA) and regulations promulgated under this Act as well as those obligations that arise under the privacy and security standards adopted by the Health Insurance Marketplaces, pursuant to 45 C.F.R. §155.260. 117�. Policy For details on specific requirements, refer to the appropriate policies in this manual as indicated in lbrua:°kets]. Rev.2015.8.25 5 Agreement No. 7434 1. Generally: Personally -Identifiable Information shall not be obtained, used or disclosed except as permitted or required by law. 2. Permitted and Required Uses and Disclosures: Personally -Identifiable Information may or shall be disclosed as follows: a) To the individual b) To carry out TPO activities as allowed under HIPAA and/or pursuant to and in compliance with a current and valid Authorization [Receipt. Use d Q sc1 syre Rersoaady-1--drl(iflo_IL�LoriyatioW. c) In keeping with a Business Associate Agreement Ru,4ness A. sociate Agreementl. d) As otherwise allowed or required under the HIPAA Rules or other federal and/or state laws concerning privacy of information that is used by Virtru in the course of its business operations. 3. Minimum Necessary: Generally, when obtaining, using or disclosing Personally -Identifiable Information, or when requesting PII from another entity, reasonable efforts must be made to limit the PII used or disclosed to the minimum necessary to accomplish the intended purpose. However, the Privacy rules were not intended to severely complicate business processes and Virtru may, where appropriate, use a single format to provide data containing PII for our various services ini num Necessaix.Standa14 4. De -identified Personally -Identifiable Information: PII may be considered not to be individually identifiable in the following circumstances: a) The following identifiers of the individual (and relatives, employers or household members) are removed. (This is the "Safe Harbor" method that Virtru will generally use.) - Names - Information relating to the individual's geographic subdivision if it contains fewer than 20,000 people - Elements of dates (except year) directly related to the individual - All ages and elements of dates that indicate age for individuals over 89, unless aggregated into a single category of age 90 and older - Telephone numbers - Fax numbers Rev.2015.8.25 Agreement No. 7434 - Email addresses - Social Security Numbers - Medical record numbers - Health plan beneficiary numbers - Account numbers - Certificate or license numbers - Vehicle identifiers and serial numbers, including license plate numbers - Device identifiers and serial numbers - Web Universal Resource Locators (URLs) - Internet Protocol (IP) address numbers - Biometric identifiers; full face photographic images - Any other unique identifying number, characteristic or code. b) As allowed in the Privacy Rules, Virtru shall provide a number of longitudinal identifiers in the de -identified data. These identifiers shall not allow identification of the individual who is the subject of this data in that: 1) These identifiers will be encrypted using industry level encryption techniques 2) The method of encryption shall not be divulged to the receiver of the de -identified data S. Complaint Process: Virtru has put into place a process for individuals to make complaints about our Privacy Policies and Procedures and/or our compliance with those Policies and Procedures. 6. Documentation: Virtru must maintain written or electronic copies of all policies and procedures, communications, actions, activities or designations as are required to be documented under this manual for a period of six (6) years from the later of the date of creation or the last effective date. III. Eriit" irceranent An employee found to have violated this policy shall be subject to disciplinary action, up to and including termination of employment. In the case where inappropriate access or use or disclosure of Personally -Identifiable Information was or may have been involved, such individuals may additionally be reported to the appropriate enforcement agencies. Rev.2015.8.25 VA Agreement No. 7434 A. Overview The Privacy Rules require that a Business Associate have in place appropriate administrative safeguards to protect the privacy of Personally -Identifiable Information. I.I. Purpose To provide instructions regarding Virtru's obligations relating to the implementation of administrative requirements of the Privacy Rules. C. Applicability This policy applies to all Virtru employees, which is defined for the purposes of this document to be employees of all current and future subsidiaries of Virtru. D. Policy 1. Personnel Designations: Virtru has designated and documented designations of the following: a. Will Ackerly has been designated as the Privacy Officer. 1) He is responsible for the development and implementation of corporate -wide policies and procedures relating to the safeguarding of Personally -Identifiable Information. 2) He will also be responsible for receiving complaints relating to Personally -Identifiable Information and for providing information about the Company's privacy practices. b. Persons with access to Personally -Identifiable Information are listed by title and department including a listing of individuals' names on the Risk Assessment; and will be updated if Virtru makes any major changes to processes, staff, programming or company location; or at a minimum annually. Virtru will retain the previous listing for a period of not less than six (6) years. 2. Training Requirements: Virtru shall document the following training actions: All Virtru employees shall receive training on applicable policies and procedures relating to Personally -Identifiable Information as necessary and appropriate for such persons to carry out their functions within the Company. a. Each new employee shall receive the training as described above within 30 days after joining Virtru. Rev.2015.8.25 Agreement No. 7434 b. Each employee whose functions are impacted by a material change in the policies and procedures relating to Personally -Identifiable Information, or by a change in position or job description, shall receive the training as described above within 30 days after the change becomes effective. c. Complaints handled by Committee... 3. Safeguards: _Virtru shall have in place appropriate Administrative, Technical, and Physical Safeguards to reasonably safeguard Personally -Identifiable Information from intentional or unintentional unauthorized receipt, use or disclosure. 4. Complaint process: Virtru shall have in place a process for individuals to make complaints about the Company's HIPAA Policies and Procedures and/or Virtru's compliance with those Policies and Procedures, and shall document all complaints received and the disposition of each complaint. (See Coolpl4in Process) 5. Sanctions: Our Privacy Policies call for our workforce that has access to Personally -Identifiable Information to perform certain duties and to refrain from certain actions. Failure to do so will be sanctioned according to the policy below. These sanctions apply to the designated workforce members including managers, supervisors, and staff who have access to Personally -Identifiable Information. It is intended as guidance for our business management in sanctioning information security policy infractions. We reserve the right to implement sanctions differently if, in our judgment, the situation warrants it. We define a serious infraction as one that results in known significant damage or that threatens imminent significant damage. Other infractions are simple infractions. First security infraction If the infraction is: a. A simple infraction, and b. The first infraction in the last 3 years The sanction will be retraining the workforce member on the appropriate policy/procedure and placement of a written letter of reprimand in the employee file. The letter will notify the person of the nature of this infraction and of sanctions for future potential infractions. Second security infraction or first serious infraction If the infraction is: a. A serious infraction, or Pi Rev.2015.8.25 Agreement No. 7434 b. The second infraction of either type within 3 years The sanction will include a written letter of reprimand that is given to the person at fault, placement of a copy of the letter in the employee file, and one week's suspension without pay. The letter will notify the person of the nature of this infraction and of sanctions for future potential infractions. Third security infraction or second serious infraction If the infraction is: a. A second serious infraction within 3 years, or b. A third infraction of any type within 3 years. The sanction will be dismissal from the workforce. Virtru makes exceptions for disclosures made by employees who qualify as whistleblowers or certain crime victims. 6. Mitigation efforts required: Virtru, to the extent practicable, shall mitigate any harmful effects of unauthorized uses or disclosures of Personally -Identifiable Information by the Company or any of its Business Associate Subcontractors. 7. Prohibition on intimidating or retaliatory acts: Neither Virtru nor any employee shall intimidate, threaten, coerce, discriminate against, or take other retaliatory action against any individual for the exercise of their rights or participation in any process relating to HIPAA compliance, or against any person for filing a complaint with the Secretary of the U.S. Department of Health and Human Services, participating in an investigation, compliance review, proceeding or hearing, or engaging in reasonable opposition to any act or practice that the person in good faith believes to be unlawful under the Privacy Rules as long as the action does not involve disclosure of Personally -Identifiable Information in violation of the regulations. Virtru shall document the following actions relating to its policies and procedures: a. Required policies and procedures: Virtru shall implement policies and procedures to assure appropriate safeguarding of Personally -Identifiable Information in its operations. b. Changes to policies and procedures: Virtru shall change its policies and procedures as necessary and appropriate to conform to changes in law or regulation. Virtru may also make changes to policies and procedures at other times as long as the policies and procedures are still in compliance with applicable law. Where necessary, Virtru shall make correlative changes in its Privacy Notice. Rev.2015.5.25 10 Agreement No. 7434 fim Documentation Requirements Virtru must maintain the required policies and procedures in written or electronic form, and must maintain written or electronic copies of all communications, actions, activities or designations as are required to be documented hereunder, or otherwise under the Privacy Rules, for a period of six (6) years from the later of the date of creation or the last effective date. Enforceiriejat Any employee found to have violated this policy shall be subject to disciplinary action, up to and including termination of employment. In the case where inappropriate access, use or disclosure of Personally -Identifiable Information was or may have been involved, such individuals may additionally be reported to the appropriate enforcement agencies. A. Overview The Privacy Rules place certain restrictions on the receipt, use and disclosure of Personally -Identifiable Information in regards to the amount reasonably necessary to accomplish the task being performed. However, the Privacy Rules also allow Personally -Identifiable Information to be disclosed for business appropriate needs. The policies developed by Virtru will follow this business appropriate philosophy as well as that of administrative simplification, which is the subsection of the HIPAA law under which the Privacy Rule was developed. Virtru shall use standard data formats for information acquisition or disclosure and tailor these formats to contain a business reasonable minimum necessary amount of Personally -Identifiable Information. The Company's policies establish the minimum necessary use provisions for Personally -Identifiable Information in the custody of Virtru employees. [31. Purpose To issue instructions regarding Virtru's obligations relating to the Privacy Rules to obtain, use and disclose only the minimum amount of Personally -Identifiable Information (PHI) necessary to accomplish the intended purpose. C. Applicability This policy applies to all Virtru employees, which is defined for the purposes of this document to be employees of all current and future subsidiaries of the Company. 11 Policy Virtru will make reasonable efforts to ensure that the Minimum Necessary amount of Personally -Identifiable Information is disclosed, used, or requested to accomplish the intended purpose. Exceptions to the Minimum Necessary Standard include disclosures: 1. To the individual who is the subject of the information; 11 Rev.2015.8.25 Agreement No. 7434 2. Made pursuant to an authorization provided by the individual; 3. To healthcare providers for treatment purposes; 4. Required for compliance with the standardized HIPAA transactions; 5. Made to the Secretary of HHS or his agent pursuant to a privacy investigation; 6. Otherwise required by the Privacy Rules or other law. Employees shall be trained on the policies and procedures developed to apply these principles to the use or disclosure of, or requests for Personally -Identifiable Information. E. 11ir ocedti.res The following procedures will be implemented to ensure that this policy is enforced effectively across all parts of Virtru. Each user of a system which accesses Personally -Identifiable Information shall be identified and the classes or types of PII to which access is needed and any conditions appropriate to such access will be established. It will be the responsibility of the Privacy Officer to maintain this information using the Employee Access Request Form [Forms for Employees] and System Access Log [Change Control Logs for Security]. 2. Reasonable efforts will be taken to limit the access of each user of Personally -Identifiable Information to the amount needed to carry out the individual's duties. These efforts will include internal use of PII. 3. For situations where Personally -Identifiable Information disclosure occurs on a routine and recurring basis, the PII disclosed will be limited to the amount of information reasonably necessary to achieve the purpose of the disclosure. 4. Requests for disclosures that are not routine and recurring and thereby covered by Virtru standard procedures (other than to the individual, the Secretary of HHS or his agent, or where required by law) shall be reviewed by the Privacy Officer to determine that the Minimum Necessary Standard is applied to the extent reasonable. S. Questions regarding these procedures should be directed to the Virtru Privacy Officer, Will Ackerly, ilia , e -1 virti-u.com, or (202) 577-3683. 1T , E'nf'o rcement An employee found to have violated this policy shall be subject to disciplinary action, up to and including termination of employment. In the case where inappropriate access or use or disclosure of Personally -Identifiable Information was or may have been involved, such individuals may additionally be reported to the appropriate enforcement agencies. Rev.2015.8.25 12 Agreement No. 7434 A. O e➢I viemow"" The Privacy Rules impose certain requirements on Business Associates who create, receive, use or disclose Personally -Identifiable Information on behalf of their Covered Entity partners. Vitru must comply with the requirements in this section. 13. PamV[jose To provide instructions to all Virtru employees regarding the necessity of and the requirements for Business Associate Agreements relating to Covered Entities. f App iicall[)iljty This policy applies to all Virtru employees, which is defined for the purposes of this document to be employees of all current and future subsidiaries of Virtru. M Policy 1. Generally: A Covered Entity may disclose Personally -Identifiable Information to Virtru, or allow Virtru to create or receive PII on the Covered Entity's behalf. Virtru will appropriately safeguard the PII obtained from the Covered Entity. Virtru will document these assurances through a written agreement. 2. Content Requirements: The agreement between the Covered Entity and Virtru must meet the following requirements, as applicable: a. Establish permitted and required uses or disclosures of Personally -Identifiable Information that are consistent with those authorized for the Covered Entity, except that the agreement may permit Virtru to use or disclose Personally -Identifiable Information for its own management and administration if such use or disclosure is required by law, or Virtru provides reasonable assurance to the Covered Entity to which the Personally -Identifiable Information is disclosed that the confidentiality of the PII will be maintained. b. Provide that Virtru will: 1. Not use or disclose the Personally -Identifiable Information except as authorized under the agreement or required by law. 2. Use safeguards to prevent unauthorized use or disclosure. 3. Report unauthorized uses or disclosures to the Covered Entity. Rev.2015.8.25 13 Agreement No. 7434 4. Pass on the same obligations relating to protection of Personally -Identifiable Information to any subcontractors. 5. Make Personally -Identifiable Information available for access by the Covered Entity in accordance with relevant law and policy. 6. Make Personally -Identifiable Information available to the Covered Entity for amendment, and incorporate any approved amendments to Personally -Identifiable Information, in accordance with relevant law and policy. 7. Make information available for the provision of an accounting of uses and disclosures in accordance with relevant law and policy. 8. Make its internal practices, books and records relating to its receipt or creation of Personally -Identifiable Information available to the Secretary of HHS for purposes of determining Virtru's compliance with Privacy Rules. 9. Authorize termination of the agreement by the Covered Entity upon a material breach by Virtru. 3. Compliance Responsibilities: Virtru agrees to report any use or disclosure of Personally -Identifiable Information not permitted by this agreement and any successful security incident to Covered Entity within a commercially reasonable period, but in no event later than within thirty (30) business days, after it is discovered. 1. 1'°nfor°ce nt� iiiii: An employee found to have violated this policy shall be subject to disciplinary action, up to and including termination of employment. In the case where inappropriate access or use of Personally -Identifiable Information was or may have been involved, these individuals may additionally be reported to the appropriate law enforcement agencies. A. Overview The Privacy Rules impose certain requirements on Business Associate Subcontractors who create, receive, use or disclose Personally -Identifiable Information on behalf of Virtru. All Business Associate Subcontractors of Virtru must comply with the requirements in this section. fl, Purpose To provide instructions to all Virtru employees regarding the necessity of and the requirements for Business Associate Subcontractor Agreements relating to Business Associate Subcontractors who receive, use or disclosure Personally -Identifiable Information on behalf of Virtru. Rev.2015.8.25 14 Agreement No. 7434 C: Applicability ility This policy applies to all Virtru employees and Business Associate Subcontractors, which are defined for the purposes of this document to be employees of all current and future subsidiaries of Virtru and the Business Associate Subcontractor. 1) 1:"oficy 1. Generally: Virtru may disclose Personally -Identifiable Information to a Business Associate Subcontractor, or allow a Business Associate Subcontractor to create or receive PII on Virtru's behalf, if adequate assurances are obtained by Virtru that the Business Associate Subcontractor will appropriately safeguard the PII. Virtru must document these assurances through a written agreement. This requirement does not apply with respect to: a. Disclosures made to a provider concerning the individual's treatment, payment or health care operations; or b. Uses or disclosures made to a governmental agency for purposes of public benefit eligibility or enrollment determinations where such company is authorized by law to make these determinations. 2. Content Requirements: The agreement between Virtru and a Business Associate Subcontractor must meet the following requirements, as applicable: a. Establish permitted and required uses or disclosures of Personally -Identifiable Information that are consistent with those authorized for the entity, except that the agreement may permit the Business Associate Subcontractor to use or disclose Personally -Identifiable Information for its own management and administration if such use, or disclosure is required by law, or the Business Associate Subcontractor obtains reasonable assurance from the entity to which the Personally -Identifiable Information is disclosed that the confidentiality of the PII will be maintained. b. Provide that the Business Associate Subcontractor will: 1) Not use or disclose the Personally -Identifiable Information except as authorized under the agreement or required by law. 2) Use safeguards to prevent unauthorized use or disclosure. 3) Report unauthorized uses or disclosures to Virtru. 4) Pass on the same obligations relating to protection of Personally -Identifiable Information to any subcontractors or agents. 5) Make Personally -Identifiable Information available for access by Virtru, in accordance with relevant law and policy. Rev.2015.8.25 15 Agreement No. 7434 6) Make Personally -Identifiable Information available to Virtru for amendment, and incorporate any approved amendments to PII, in accordance with relevant law and policy. 7) Make information available to Virtru for the provision of an accounting of uses and disclosures in accordance with relevant law and policy. 8) Make its internal practices, books and records relating to its receipt or creation of Personally -Identifiable Information available to the Secretary of HHS for purposes of determining the Business Associate Subcontractor's compliance with Privacy Rules. 9) If feasible, return or destroy all Personally -Identifiable Information upon termination of contract; if any PII is retained, continue to extend the full protections specified herein as long as the PII is maintained. 10)Authorize termination of the agreement by the entity upon a material breach by the Business Associate Subcontractor. 3. Compliance Responsibilities: If Virtru knows of a pattern or practice of the Business Associate Subcontractor that amounts to a material violation of the Agreement, Virtru and the Business Associate Subcontractor must attempt to cure the breach to end the violation, and if unsuccessful, terminate the agreement. If terminating the Agreement is not feasible, Virtru must report the problem to the Secretary of HHS. E, l; n orcenient An employee of Virtru or an employee of the Business Associate Subcontractor found to have violated this policy shall be subject to disciplinary action, up to and including termination of employment. In the case where inappropriate access or use of Personally -Identifiable Information was or may have been involved, these individuals may additionally be reported to the appropriate law enforcement agencies. A. Overview The Privacy Rules impose certain requirements on Covered Entities and Business Associates who create, receive, use or disclose Personally -Identifiable Information on behalf of their Covered Entity partners. B. Purpose To provide instructions to all Virtru employees regarding the receipt, uses and disclosures of Personally -Identifiable Information, which are permitted or required by HIPAA. C pp]ic;alll[)iIit This policy applies to all Virtru employees, which is defined for the purposes of this document to be employees of all current and future subsidiaries of the Company. Rev.2015.8.25 Agreement No. 7434 11 Spechal Defiii:ition Public Health Authority means a governmental company or authority, or a person or entity acting under a grant of authority from or a contract with such a public company, including the employees or agents of the public company, its contractors and those to whom it has granted authority, that is responsible for public health matters as part of its official mandate. 1 Policy State and federal law permit and require certain receipt, uses and disclosures of Personally -Identifiable Information such as those related to Business Associate Agreements. Additional uses and/or disclosures are allowed or required that related to public responsibility that require no agreement or authorization on the part of the individual who is the subject of the PII. It is the policy of Virtru to obtain, use and disclose PII only as permitted and/or required by law or regulation including the following situations: 1. Treatment, Payment or Healthcare Operations: Personally -Identifiable Information may be used or disclosed for the purposes of providing treatment, payment or healthcare operations. Such disclosures will be made only as allowed by and pursuant to prevailing state and federal law. a. Discussions involving Personally -Identifiable Information shall be conducted only in appropriate business areas including but not limited to offices, conference rooms and other non-public areas; b. Conducted only for the purpose of fulfilling a legitimate business need; and c. Conducted with regard to and in compliance with the "Minimum Necessary Standard." IMinirnac,nn leg essay Standard 2. Contained in a Business Associate Agreement: For permitted and required uses or disclosures of Personally -Identifiable Information that are consistent with those authorized by the Covered Entity in a Business Associate Agreement. 3. Required by Law: Personally -Identifiable Information maybe used or disclosed to the extent such use or disclosure complies with and is limited to the requirements of such law. 4. Abuse and Neglect: Except for reports of child abuse or neglect, Personally -Identifiable Information about an individual believed to be a victim of abuse, neglect, or domestic violence may be disclosed to a governmental authority authorized to receive such reports if the individual agrees or the reporting entity believes, in the exercise of professional judgment, that the disclosure is necessary to prevent serious physical harm. If the individual lacks the capacity to agree, disclosure may be made if not intended for use against the individual and delaying disclosure would materially hinder law Rev.2015.8.25 17 Agreement No. 7434 enforcement activity. The individual whose Personally -Identifiable Information has been released must be promptly informed that the report was made unless doing so would place the individual at risk of serious harm. 5. Judicial Proceedings: Personally -Identifiable Information may be disclosed in response to a court order. 6. Law Enforcement: Personally -Identifiable Information may be disclosed for the following law enforcement purposes and under the specified conditions: a. Pursuant to court order or as otherwise required by law, i.e. laws requiring the reporting of certain types of wounds or injuries b. Decedent's Personally -Identifiable Information may be disclosed to alert law enforcement to the death if entity suspects that death resulted from criminal conduct 7. Serious Threats to Health or Safety: Consistent with applicable law and ethical standards, Personally -Identifiable Information may be used or disclosed if the entity believes in good faith that the use or disclosure is necessary to prevent or lessen a serious and imminent threat to a person or the public, and disclosure is to someone reasonably able to prevent or lessen the threat, or the disclosure is to law enforcement authorities to identify or apprehend an individual who has admitted to violent criminal activity that likely caused serious harm to the victim or who appears to have escaped from lawful custody. Disclosures of admitted participation in a violent crime are limited to the individual's statement of participation and are not permitted when the information is learned in the course of treatment to affect the propensity to commit the subject crime, or through counseling, or therapy or a request to initiate the same. 8. Specialized Government Functions: National Security and Intelligence: Personally -Identifiable Information may be disclosed to authorized federal officials for the conduct of lawful intelligence, counter -intelligence, and other activities authorized by the National Security Act.(45 CFR 164.512(k)(2)) 9. Protective Services: Personally -Identifiable Information may be disclosed to authorized federal officials for the provision of protective services to the President, foreign heads of state, and others designated by law, and for the conduct of criminal investigations of threats against such persons. (45 CFR 164.512(k)(3)); 10. Public Benefits: Personally -Identifiable Information relevant to administration of a government program providing public benefits may be disclosed to another governmental program providing public benefits serving the same or similar populations as necessary to coordinate program functions or improve administration and management of program functions. Rev.2015.8,25 18 Agreement No. 7434 11. Workers' Compensation: Personally -Identifiable Information may be disclosed as authorized and to the extent necessary to comply with laws relating to workers' compensation and other similar programs. IF. Procedures The following procedures will be implemented to ensure that this policy is enforced effectively across all parts of Virtru. Any request for disclosure of Personally -Identifiable Information, 1) pursuant to a court order, warrant or subpoena; 2) by a law enforcement agent; 3) by a public health authority; or 4) by a national security, intelligence or other federal company, must be directed to the Privacy Officer and the CEO for review and action. Any such request will include an acknowledgement of receipt to insure that the document was actually received by the appropriate corporate individual and will retain a copy of the request. If the acknowledgement is not received within two working days of submitting to the appropriate corporate individual, then the request will be resubmitted to the Privacy Officer and CEO. G. Enforc emeint An employee found to have violated this policy shall be subject to disciplinary action, up to and including termination of employment. In the case where inappropriate access, use or disclosure of Personally -Identifiable Information was or may have been involved, such individuals may additionally be reported to the appropriate enforcement agencies. V111. Complaint Process A. 1 tverviii(�w The Privacy Rules require that Virtru provide a process for individuals to make complaints concerning the Company's policies and procedures required by these regulations and document all complaints received, and the dispositions of these complaints, if any. B P till r"llll) ose To issue instructions regarding Virtru obligations relating to the Privacy Rules to provide a process for individuals to complain about the Company's policies and procedures and the requirement to document complaints received and the disposition of these complaints. C. Applicability: This policy applies to all Virtru employees, which is defined for the purposes of this document to be employees of all current and future subsidiaries of Virtru. Rev.2015.8.25 19 Agreement No. 7434 D. 110 icy Virtru shall maintain a process to receive complaints from individuals about Company Privacy Policies and Procedures, for complaints from individuals who believe their privacy rights have been violated and from employees or Business Associate Subcontractors who believe that Virtru is not abiding by its policies and procedures and/or assurances concerning Personally -Identifiable Information. This process shall include the following: 1. Any complaints or questions should be submitted to the Privacy Officer or his assistant. 2. All service and complaint issues will be stored in the Desk.com app. Virtru shall work in good faith to resolve complaints received to the satisfaction of the submitter, where possible. E. Procedure The following procedures will be implemented to ensure that this policy is enforced effectively across all parts of Virtru. 1. Complaints shall be submitted in writing on paper or electronically. 2. Complaints shall be entered into the complaint tracking system either automatically or by the individual designated to provide information on the Company complaint process. and when manually entered shall be in the exact words provided by the submitter. 3. The Virtru Privacy Officer shall investigate complaints and make a determination as to whether or not the complaint has merit. 4. The Virtru Privacy Officer shall present complaints received to Virtru's senior executive for immediate action. If the Privacy Officer has completed the investigation of the complaint and made a determination, such determination shall be presented to the Virtru Executive Board 6. If the investigation has not been completed nor a provisional determination made by the Privacy Officer, it shall be the prerogative of the senior executive to make a summary determination or to direct the Privacy Officer to continue with the investigation and to report on the complaint at the next scheduled meeting. If a determination is made that Virtru is in violation of the privacy provisions of the Privacy Rules or that changes are needed in the Privacy Policies or Business Associate Agreement to clarify the allowed practices of Virtru, the Virtru CEO and Privacy Officer shall determine the actions that the Company shall take. Rev.2015.8.25 ac Agreement No. 7434 Complaint determinations and actions that Virtru takes pursuant to such complaints, if any, shall be reported to the submitter of the complaint, if such person is known. Privacy Officer, or his designated agent, shall update the complaint tracking system with the findings of the Privacy Officer's investigation, any determination made, direction or actions of the Virtru CEO and Privacy Officer with regard to the complaint, and a copy of any information provided to the submitter in response to their complaint. F. Echi"oro"Nnneni Any employee found to have violated this policy shall be subject to disciplinary action, up to and including termination of employment. In the case where inappropriate access, use or disclosure of Personally -Identifiable Information was or may have been involved, such individuals may additionally be reported to the appropriate enforcement agencies. ® Fax Policy A Overview The Privacy Rules require that Virtru implement appropriate administrative, technical, and physical safeguards to protect the privacy of Personally -Identifiable Information. l Purpose To provide instructions to all Virtru employees regarding the use of faxes with respect to Personally -Identifiable Information and the measures necessary to maintain an adequate level of security for such information. This policy defines rules necessary to achieve this level of protection. These standards are designed to minimize the potential exposure to Virtru from damages, which may result from unauthorized disclosure of Personally - Identifiable Information through facsimile use. C. Applicability This policy applies to all Virtru employees, which is defined for the purposes of this document to be employees of all current and future subsidiaries of Virtru. if Special Defi.niti'0111S Fax: An electronic facsimile of a document stored as a series of zeroes and ones (binary data) that can be transmitted like normal computer data. When received by a fax machine, the incoming stream is translated into dots creating a representation of the original document. Inappropriate Disclosure: The intentional or unintentional revealing of Personally -Identifiable Information to people who do not have a need to know such information. Rev.2015.8.25 21 Agreement No. 7434 E„ Corporate 1,1olicies Employees must exercise utmost caution when sending faxes to parties outside of Virtru. Faxes containing Personally -Identifiable Information should only be received on and sent to user or departmental specific fax machines and not to systems that have general access. In cases where Personally -Identifiable Information is received from outside on a non - departmental specific fax machine, the receiving department shall notify the Virtru Privacy Officer of the source of such information. The employee shall communicate the approved fax number to the external entity and record such actions. Should PHI be disclosed by fax to an inappropriate party, Virtru shall, to the extent possible, remediate such disclosures. All fax documents sent by Virtru employees shall contain the following statement: This fax is intended for the individual/individuals or entity/entities named above and may be covered by copyrights, business partner confidentiality agreements, non -disclosures or other legally binding instruments. If you are not the intended recipient, do not read, copy, use or disclose the contents of this communication to others. Immediately notify the sender by reply fax, destroy all hard copies and delete this document from all systems. Thank you! F Procedure In the cases where data that contains Personally -Identifiable Information is disclosed by fax machine use to an inappropriate party, the following procedure shall be followed: 1. The receiving party shall be contacted by telephone at the earliest opportunity and requested to destroy the fax without reading. 2. The name of the company, the person contacted, the date and time shall be recorded as well as any comments made by the person receiving such calls. 3. A fax shall also be sent to the receiving party containing the same instructions as detailed for the phone call requesting a return fax message indicating that the requested action was taken. 4. The cause of the inappropriate disclosure shall be determined and reported to the Virtru Privacy Officer. Methods to prevent a reoccurrence of the inappropriate disclosure shall be formulated and put into place. Any additional actions prescribed by regulations shall be performed to the extent possible. G. 1I1'nl'r)r-ceirnen t Any employee found to have violated this policy shall be subject to disciplinary action, up to and including termination of employment. In the case where inappropriate access, use Rev.2015.8.25 22 Agreement No. 7434 or disclosure of Personally -Identifiable Information was or may have been involved, such individuals may additionally be reported to the appropriate enforcement agencies. X. Scanner Policy A. Overview The Privacy Rules require that Virtru implement appropriate administrative, technical, and physical safeguards to protect the privacy of Personally -Identifiable Information. To provide instructions to all Virtru employees regarding the use of scanners with respect to Personally -Identifiable Information and the measures necessary to maintain an adequate level of security for such information. This policy defines rules necessary to achieve this level of protection. These standards are designed to minimize the potential exposure to Virtru from damages, which may result from unauthorized disclosure of Personally -Identifiable Information. C. Applicability This policy applies to all Virtru employees, which is defined for the purposes of this document to be employees of all current and future subsidiaries of Virtru. D. S]pecjalDefinitions Scanner. An electronic copy of a document stored as a series of zeroes and ones (binary data) that can be transmitted like normal computer data. When received by a computer, the incoming stream is translated into dots creating a representation of the original document. Inappropriate Disclosure: The intentional or unintentional revealing of Personally -Identifiable Information to people who do not have a need to know such information. E. Corporate to Policies Employees must exercise utmost caution when scanning and transmitting these documents to their devices and parties outside of Virtru. Scans containing Personally -Identifiable Information should only be received on and sent to user or departmental specific computer in an encrypted format, or sent using Virtru's encrypted email application. 1, Pr oced.ur In the case where scanned data that contains Personally -Identifiable Information is disclosed to an inappropriate party, the following procedure shall be followed: 1. The receiving party shall be contacted by telephone at the earliest opportunity and requested to destroy the scan without reading. Rev.2015.8.25 23 Agreement No. 7434 2. The name of the company, the person contacted, the date and time shall be recorded as well as any comments made by the person receiving such calls. 3. The cause of the inappropriate disclosure shall be determined and reported to the Virtru Privacy Officer. Methods to prevent a reoccurrence of the inappropriate disclosure shall be formulated and put into place. Any additional actions prescribed by regulations shall be performed to the extent possible. G. Enforcement Any employee found to have violated this policy shall be subject to disciplinary action, up to and including termination of employment. In the case where inappropriate access, use or disclosure of Personally -Identifiable Information was or may have been involved, such individuals may additionally be reported to the appropriate enforcement agencies. ® Training Policy A. llve�rvjew The Privacy Rules require that Virtru train their employees on the requirements of our Privacy Policies and Procedures developed to protect the Personally -Identifiable Information to which employees are provided access. The Company has determined that all employees of Virtru shall be trained on Privacy so that we can provide the necessary assurances for the protection of Personally -Identifiable Information to our clients, vendors and business partners as required under the Privacy Rules. B Plumose: To provide instructions to all Virtru employees regarding the requirement for HIPAA training. C. Applicability This policy applies to all Virtru employees, which is defined for the purposes of this document to be employees of all current and future subsidiaries of Virtru. 1. General: It is the policy of the Company that all employees of Virtru and its current and future subsidiaries be trained on Privacy and the Company policies and procedures created to protect Personally -Identifiable Information. 2. Duty Specific Training: Privacy training shall be appropriate to the tasks that each employee performs. In the case where an employee does not come into contact with Personally -Identifiable Information as a normal course of the employee's duties, the employee shall be trained on the corporate policies and procedures. Rev.2015.8.25 24 Agreement No. 7434 3. New Employees: New employees shall be trained on the corporate policies and procedures as part of their normal employment process and shall be trained on our Privacy Policies and Procedures, if applicable, within 30 days of being employed by Virtru. The Assistant ISO, Jordan Duggan, shall document this training and provide the Privacy Officer with documentation of this training within the 30-day period. 4. Transfers: When an employee transfers from one department to another, the employee shall be trained on our Privacy Policies and Procedures within 30 days of being assigned. Jordan Duggan shall document this training and provide the Privacy Officer with documentation of this training, within the 30-day period. 5. Material Change in Policies and Procedures: when a material change in the policies and procedures occurs, each employee shall receive training on such changes within 30 days of the implementation of the change. Jordan Duggan shall document this training and provide the Privacy Officer with documentation of this training, within the 30-day period. Any employee found to have violated this policy shall be subject to disciplinary action, up to and including termination of employment. In the case where inappropriate access, use or disclosure of Personally -Identifiable Information was or may have been involved, such individuals may additionally be reported to the appropriate enforcement agencies. Rev.2015.8.25 25 Agreement No. 7434 Security Policies and Procedures fAfter choosing r,store JNotebookj option throughout this ro; Revision History Virtru's Security Policies and Procedures were adopted as of [Date]. Virtru's Security Policies and Procedures were modified as of [Date]. Virtru's Security Policies and Procedures were modified as of [Date]. Virtru's Security Policies and Procedures were modified as of [Date]. Virtru's Security Policies and Procedures were modified as of [Date]. Virtru's Security Policies and Procedures were modified as of [Date]. Name Name Name Name Name Name Rev.2015.8.6 Agreement No. 7434 Security Policies and Procedures Virtru Document control B. Security QocumjaLLhjLaU IL -P —re -fa c-p-.aad--R-a-cIwr-ow 11 d-M —at e-r La l Overview B. Policy 111. Key Concer)ts Information Security Princes Confiden:tiafty Integrit Availability Provability Definitions Information Securitv EoEcy Primau Policy Ac-c,epta.,bje lase Polic �fo I�S 5,t—erns —Users Employmgnt Policies ih e- Standards Audience —_Who will use this document Technoiggy-an d, business m _Id coply with these Standards as a p viders shgp matter of contractual _LLI iggli o n l� ees and business units within Virtru should coutr I unless a N is ,nent has been dope and a deviatiq- Ism provedjth15-0 How the document is used Review of ', in cqn rots, aracaduLgs an t gLai riLt the Sta J, r ul aocurnentingcoff rancksLdeviat-i s ran -- -an GaP AnaNsis to determine where iMpLgygments are —needed A3isk Assessment to validate that the irnprovemenLs arQjustffiecl against the costs of the controls and the slue of the Wgrmation invo ed L CLeAJon of o�ff of a deviation -,LpIan to close 1 he aaDs OR sip Documentation of the new contrgis. �roced�ures and tools C. Maintainine this docurnent V. Roles and Res onsibilities A. Rulesfgr own(jr �hw. of information B. Information users C. Information Security QffiLer fVanagg,,awairEegrLiegsaUroL7rams relatin to securitv and.. privacy,tomcs Maintain a central record of exceons to this Standards document fvLa Rev.2015.8.6 Agreement No. 7434 Security Policies and Procedures Oversee And a-p al, Igntifiable Information (Pill collected or rocessed the Cora an VI.Information CLas Classifications and Requirements f — Overview R.T e�SecurAy&[As_sificatio_ri_p_rocess J-pfatfo s such as servers end workstzqLjons iT app�lcaflb.LLs inclucfingdAtabase transaction procesaing and email Data sets Paper copies g.fipfoLmaftQn Information tyati-tokiffy Known �tow �kforce �meni�bersjLiLh �asustomer information Developingen"ac Connections f_com titer or networks to_outside s stems or networls GranflnZ-gf amt.s. i dg--Q-rZALi z a t i o, L. The classes of, i Data Types COM-Pan.�4 _owned' data that relates to s,uchi areas as Coll', pore financials, !2�nlo-yrxient re&ort s,p ayLQI I L-Qt c, agft "n IgguLt(grTients for �Usiness con It _ _ti DiLiu ReggiM,djuptime for the information asset Reauired restoration timtj thqAat:a mqg be restored RgngirgclfMecmknm—kups RpqWir(iments, for storage of backups, tLe. -L— ecQ—very ocess -pL— Enforcement Overview Ru�ps for LLess to information assets W11. Access Cont!:gLPorIcy Overview Access levels Granting access The 150 LALt LlpLgyjdggccounts ith the rnajghihndgal riv ilegen'd_ivQthe y-v-p QLce member t tile user must d2aagg-LQ a private °Wor up2nfast -rase --o-fjtje _accQu joLL ' Len —dQra, —contrag;tors a�ad ti er outsiders Individuals .Policy Rev.2015.8.6 Agreement No. 7434 Security Policies and Procedures X Rules by Data Qassification public unclassified data, a, Private'internaldata C. Confi D, Managing data —sources E. Retention of media Brut of Record letters and Letters of uthoriatuon .e uWu sts are held CO less than ninety ( Oj-d s a�L Niew Bu General documents are held for Lig less than ninety (90) d2ey -.1 Banking staternents, are ,bgld ears, 7Ly LQr f seven _ . . . . L Workforce r-nanber reco ds are -c-fl-d for_seven MY 7 ear's, F. SanffizatigLi of Media G. I nfor rn ation sh a ri ng a tidSdya cy H. Release of company, information K Risk Analysis and Mania erne_nt Risk reviews B, Risk mane erne Increasin " fp tgction to a levO big—herhenwhatis listed In this —document _ N�rovin oversi1 or monitomin of tie risk to limit ire act and minimize response time Urn in transactions or other events to T-ninimizIgethe possible impa!; -rrisk event and Account's B. ID and agcount creation- Expiratign dates for the U,ser ID Renewal process for the User ID Documentation of thfLmle.�busi i �ssrg �Iction relati 1he _User Q _C.essandjobfur -n-cgig1jaM C. Account rnanag(Lnignt ftphca n Sp -s ecific ID XIL AuthentjcaLiQn qj2dp-4jswords Overview Password format Rules XHL AuthorizalignapLI-Right5 MLn (Lment General Auga-s-R-0—les Stjper Admin —Acc-m: Access to all -Lrorvt U a aLL rid duct5a—wella--[-O-d--W-P-t jld--4 Q-19ID—L-- metrics Adrain access ,—access —to—all —front (-,rid oduj:,t s-well as rLmLt-r oduci�s General Access: eccess to rod'uc metrics Rev.2015.8.6 Agreement No. 7434 Security Policies and Procedures Low_ �Aces�s8ccess to corporal-e email , sal and marketine data gnfy Amazon Veb Services Cloudant Github ELK Stack Mixpanel Kissmetrics Salesforce Access Rules UmjtingvAaL�c �ssto daitasets and types I�i rrltun,acress to ratlrNsy9_ems Limiting times of access, Tgmporary PLivAkagd-Users and,, Accouints P.A�ssi nm�entan�dRev �caflof�I—P_rocedure An Ern status. An Edit Checkljg for 11 �, i o s�. ---.a tgrmi�nat EJJO XLV, �Brc �esor _lmpffn--flssible—U-_ses Disclosures Definitions Peinetratiorrs of s stems a Ilcatiorrs networks or databases, Re LLW of service attdL.Cks Misuse or shanclfin of assets YLr.g-s-aLgjher m.�a_lw—are cooti Iransactigil errors. Breaches cif §—,onfidenj:faILi agre t4_ __aMgDj:5 or conlfa _CLS X)j. Breach Response A. Overview Confidential RepaqiM Capin ma leave voice messaeeLth,e ISO or AISO 5g�(Li Li &an email t o th e or ALSO ®r XVI. Personnel Security Screenitw for newly hired personinel,-LWL d garfles.vendors Professional quahfL . tLon� Identity checks Criminal checks Confirma'Lion, of acad-Qmic and professionaex erience, B,Trainj=andA warene .5.5 Managing rnaficious softw--- Ip viru ses j Using workstation s') securelv Rev.2015.8.6 Agreement No. 7434 Security Policies and Procedures LAana&jnIIF,p passwords and Mo:niitoring and rgpQLtLn.g suspidogs use of-3-,cc_O-u-1ntLsJ C. Terms gfgDiploy iient D, Acknowledgement E. Exit process, for users Refinouish all access to conitrol devices Rgpgrt all sr is in arse h, they person. Relinquis,h, all information stored, whether -on paper or on backup rnedia eh wish a1l_jOfQrmCion processing--de—vLcLe-5�,��g-l-v�rks-t-ci-f-o-n-s-,--w-LI . L Virtru-owned mobile —devices and others All systems access LALfll �Ije revoked.. Secu j±i Sajiction PolicV First SeCljrjtyjpff2,cj A 5iMDIeLLQ_tractjon gnd The first infraction-jn-the L!gsLIy2M Second Security Infracdcjn_p LFirst Sedotj5 infraction A serious infraction, o The seprnfractjQ a -of eWhet typ Third Security Infraction oir Second Serious Infraction A second serious infraction _within 3 years, or A third infraction of any Lype wiLl The 5anction will be dismissal from the _workforce. XVII, Legal and RggMato ryjs��tjes Le.alrocesses CDDY r' bI— -z saltd licenses C. Export controls MjlNde ware and Anjivirus Definitions p-Malft-WALM anti malty tie r uuirements Macintosh, Linux and Whones: PC Operpti qgms-. Android and Windows Phone Ooerating Systgerns: Affiliates Infected devices Empro yees' Requirements equipment withgy ermissioLn the ISO. W-Q al ( a rn i I a T- sources, Enforcement I. Chan Preface Rev.2015.8.6 Agreement No. 7434 Security Policies and Procedures B. Policy SUffident WOLMadon is _available for roper inyestigation of ease mLuseindents and performance ,Qsec.ID, event gate �and time erg aintalned Th-ne is according to a known time starnp so that events across systerns can be coordinated 4. End -to -end aCCOUn4ability i:5 always maintained Cban gg5 rn s a -!gLgpgl:ging,.,syste._pp!.icatioo code or other tools Backup-a--nd —restore events Changes affecting any cryptpographic keys or devices Stop or start of critical processes 'Transaction faidure, retry orb ication KissMetrics SeementJo 5gadgrid XX. Encryption Preface Application EnIc"ryp't.-Jon Policy D. Device Encr Lion -Pow gy Mac OS Devices: Windows OS Devices: Lino--K OS f)2yjces Android Devices Windows Phone iPhone J. Wj --R net... k —enipjLo n L, EojaLl ea-crypLiol-I G. Enforcement XXI.-Assesime[Its and Testing Overview B. Penetration t&sbn Qera ha&s Stems ADDlications Databases -Vulmabilitv assessment,tes tin or netis 'nstijjj2ggLjp 5�ide th _Q_Cq= ny Chances are made to fire waj,ls, YPNs or. o1hff Securitv control tools ChangeL arQ made to a MLeb _server-s _g�t i n�s Vg,,Ln !LIja ngeLare rn g_email servers s ConfiggfatiQn than es are inadg to datab ases Rev.2015.8.6 Agreement No. 7434 Security Policies and Procedures Configuration c Changes are nLade to encryption scherne,", D. Wireles,s access E. Password testing XXIL Use of Email Internet, Messaig� ng, Public Sites- 1131log, S-o,cia I Medi'a Poky Sexgplly exlicit material Confidential, Private or Protected Information or Internal U$Lrnatp ial, qxcepLE!, meets the HandliO-S Ssectiong 8 UL12L- Viruses Threat Ln a p offensive Lgii �ua e Language inalp-2. r oriate for the Co m an environment, Discriminatory or harassing lgngggigg Tools for hagkin &-pw—assord cracki� vuND'16111rablit y testinF, XXIII. Hardware Definitions B. Policy C. Asset maniage.oLient D. Enforcement XXtV. Networks Overview Denial of service attacks lmi)ror)er access Virus infections nauth _sa_g_e U pgLM Administration of netw k and cQmmunications connections Operations of all devices Monitoring Timely rayii�ewof a�iucfit I �g5 and response to alerts carer alarms Review of unusual patterns Of Usagg-ocja Monitoring Access control and physigal smirity Access firnited to authorized pgrsoanLl only Physical security, including RFID- -Qr.RassqDde co =11ed locks, are in L place, MDdffiLat ons updates �L_,— Rev.2015.8.6 Agreement No. 7434 Security Policies and Procedures Firewalls Internet APAroved itl1�e I5D P,eriodicallv reviewed and tested for yginerabilities Protectedbyf ­irewa!l�5cietectioi systems and anti-malware tools YPN-Cernote access. Wireless Telework Policy —PatchingDf s Network ha:LdeninZ XXV. Physical and Environmental Protections Definitions Com2gjjag_center's Network gg�ne(�CiQn points Media storageJocations _Locations L�_Qn_tg'ning latforprn2is which ca ri h or r -value or critical information .:---—Y h g transactions B_--5_Q_C_UTR S �tes P�QfiCv Med_a libraries ,Uec!L!!cal sum s,and :ontrols Environmental and inec! nical controls XXVI. Physical Security Policy A. Entry Police Loss of RFID key mobile dgvjce,� D. Video monitoring Alarm system Fare rottiom�, XXVIL Software Overview IB. Acaulsition of software C. Op,2n Source Software It is not used in -a irod ,r _uction environment OR Prior to use it is full v tested, documented and Viqru's Personnel are assigned to su ort it. becks to lie performed include: The souirce, of tide _softwqr(LLis..(L ocui -nented URL Pro*ect lead Contributors D_ppzioves of the use D. Documentation Rev.2015.8.6 Agreement No. 7434 Security Policies and Procedures E. QIL control and maintenance E,.O �eratingSygems G. Applications Access control Authorization �n LbErnatbn c�ajs�s—ification Storage controls Backup and restoration Confideatiafity and inteZ-tLily-Lg-q-u-i—re—n-ign-t3 Audit logs Rrivacy.ex ort �contro and other suCh re uirernerLU" H, Asset many ernent,for softwgLm- 1. Enforcement XXVIH. Rernova_bIg Media Device Polity .......... Purpose B. Scope C. Definitions D. Policy E. Usin Rcrnovabledj,@Devices F. Exceptions G. Refusal H. Enforcement Arjokation, Recovery Plan Overview Scope Data durability and refi h"may Encryption Load balancing Restoration of data G. Testing and revisioni, of lan: NgLtLwmork Attached Storap-e and Worksta ign Backup Plan Overview Poky BackLAR software Remote backups Local backups fngMtjQIi of back-ups Restoring data H. —Enforcement Information Integrity LMpnageme LPoric n ----y Overview 10 Rev.2015.8.6 Agreement No. 7434 Security Policies and Procedures a -- —p-0-1 -iC-Y Securitv Incident ManaggLr_mentPohcy Qverview Procedures L.—PO—H—Cy Segurily Overview Procedures Appandices Change Logs B. Information SeQrihiCorte , 11 Rev.2015.8.6 Agreement No. 7434 Security Policies and Procedures Virtru may be referred to as "Company." A. I)ocunientr control A staff copy of this document is available with the Information Security Officer (ISO), Will Ackerly, willackerl. 2yirtru c_om (202) 577-3683, and Assistant Information Security Officer(AISO), Jordan Duggan, jorda ij virtru rr (202) 577-3683. Il c . ruin„y 1C oc�.�rm q� jji: IIII.Riilry .uii y These policies and procedures and related security practice information will be kept in our Security Documentation Library (SDL). The SDL is located in 1s ale db ire and backup to the Synology NAS. Documentation about security practices (logs of activities, etc.) will either be kept in this SDL (or Notebook) or in a short file in the SDL that will describe where the security practice documentation resides. The intended result is that anyone with access to the SDL will be able to locate any piece of documentation associated with our security program. Outdated and superseded materials from the SDL will be kept in an archive (the Security Documentation Archive) for at least seven (7) years after the date when they are first outdated or superseded. A, Overview It is vital to the reputation and profitability of Virtru that our information and our clients' information, in all forms, be protected from unauthorized use, modification, loss, copying, etc. This document sets out the default standards, which must be met to ensure that control. Our information may exist on paper, in voice systems, on IT systems and networks, in the minds of our people, and in other forms. The information which needs protection includes, but is not limited to: 1. Client information (both for customer companies and for people as individuals) 2. Financial information, including credit cards, salaries, banking, transactions and more 3. Medical information of all types 4. Company patents, business plans and other intellectual property 12 Rev.2015.8.6 Agreement No. 7434 Security Policies and Procedures S. Company business records and planning materials, including our customer list, marketing and sales efforts, product line plans and more 6. Copyrighted materials, both which our Company creates and those which we obtain under license from others B. Policy Compliance with these standards is mandatory. Any deviation from these standards must be approved beforehand by the ISO. A. Information. Security Principles The protection of information can be described in several key dimensions:. 1. Confidentiality 2. Integrity 3. Availability 4. Provability In this document, the standards given are the Company defaults. They must be applied where appropriate, but always balanced against the cost of implementing the control, and the value of the information involved. B., Definitions To prevent confusion, these are the definitions used throughout this document. Policies: Corporate documents which set out Virtru's position regarding business processes, behavior of personnel and similar topics. Policies are a high-level statement of Virtru's position. Some of Virtru's policies, which relate to information security are: 1. Information Security Policy 2. Privacy Policy 3. Acceptable Use Policy for IT Systems Users 4. Employment Policies Standards: Rules that must be followed to enable an effective information security program. Compliance with the Standards is mandatory, but deviation is possible if approved by the ISO. Standards define the minimum baseline procedures, practices and configurations for systems, applications, controls, networks and related topics. Standards are designed to provide a single reference point for use during software development and adoption, Rev.2015.8.6 13 Agreement No. 7434 Security Policies and Procedures installation of systems and tools, and during the contracts process with vendors and service providers. Standards do not, however, give detailed command -line instructions on how to meet the Virtru's policies. Those are given in the guidelines. Guidelines: Built for each application and platform; to be followed when implementing that particular tool. A Guideline may vary a bit from one implementation to another, as long as the Security Standards are met and justification is given and properly documented. Combined, these three levels of documents provide a method for Virtru to audit itself and ensure proper controls are in place, without excess cost or risk. They also provide a means for Virtru to explain to regulators, examiners, external auditors or investors how our Company is safe, trustworthy and efficient. IV. Us n 1rhes taimd .rds A Audience: - Who will use this document This document applies to Virtru's employees, business units and any Business Associate Subcontractor supporting Virtru: 1. Technology and business process providers should comply with these Standards as a matter of contractual obligation 2. Employees and Business units within Virtru should comply, unless a Risk Assessment has been done and a deviation is approved by the ISO 13 L:I�ow the doct rneint is uuse This Standards document is a reference point to ensure a consistent framework of protections is in place. Implementing these standards involves: 1. Review of existing controls, procedures and tools against the Standards 2. Documenting compliance or deviations 3. Gap Analysis to determine where improvements are needed 4. A Risk Assessment to validate that the improvements are justified against the costs of the controls and the value of the information involved 5. Creation of a plan to close the gaps OR signoff of a deviation 6. Documentation of the new controls, procedures and tools No signoff or approvals are needed if a level of protection higher than what is given in this Standard is determined to be needed for a given information asset. Rev.2015.8.6 14 Agreement No. 7434 Security Policies and Procedures C. Maintr inhig this document This document must be reviewed at least once a year or anytime there are significant changes in software or security. Updates must be made to keep it in accord with Virtru's overall business goals and risk position. The document will be reviewed by the ISO or AISO. Any updates, improvements or suggestions should be sent to the ISO. V. Roles and Responsibilities A. Mules for ownership of Infor°rrbatiori The information and systems provided by Virtru to workforce members, contractors and representatives are owned by Virtru, which also determines appropriate usage and access rules. All data on Virtru's systems and networks is owned by Virtru, with the exception of software that the ISO has approved to be open sourced or otherwise transferred to another entity through code escrow or code exchange and/or trade. In this document, the words 'information owner' refer to the person who owns the responsibility for the information. The information itself remains the property of Virtru. 13. Inf°ornial:ion tiser°s Every user of Virtru's information must protect that information and ensure that it is used for Virtru's business purposes only. Any incidents or questionable issues in the security of our information must be reported to the ISO or AISO. Information users may not assign access rights, authorize destruction or copying of information, or change the protections given to information assets. Information users must comply with all laws, regulations and Virtru's policies and procedures. C. Ir for°imation. Sectir°ity Officer Virtru's ISO and AISO will: 1. Manage awareness programs relating to security and privacy topics 2. Maintain a etx al, �µecorci oI`ecerio to this Standards document 3. Manage changes to this Standards document 4. Provide leadership relating to new security risks, controls and technologies 5. Oversee and approve the sharing and reuse of Personal Identifiable Information (PII) collected by or processed by the company See Appendices for further information and lid firact�rrr r r,�r�tt, for a current listing of members. Rev.2015.8.6 15 Agreement No. 7434 Security Policies and Procedures VI. Information Classifications and Requirements A. Ovf,,,ir vi eW Information is classified by system to ensure that the controls applied to it are sufficient and also to ensure that the controls applied do not impair Virtru's business, ability to compete or Virtru's image. All information must have a classification for security and must have requirements set for business continuity. fl, ]II"he fiecit.rit:y c:la^ suifir°aHon. process Each information asset will go through the following classification process. Information assets include, but are not limited to: 1. IT platforms such as servers and workstations 2. IT applications including database transaction processing and email 3. Data sets 4. Paper copies of information 5. Information types typically known to workforce members, such as customer information In general, an information asset includes both the raw information itself (paper, oral or data entry), the location where it resides, the business processes which handle it and the systems and tools that handle it. Information assets will also be reviewed during: 1. Development, acquisition or deployment of software 2. Connections of computers or networks to outside systems or networks Granting of access to any outside organizations The security classification of an information asset is assigned according to the highest of these dimensions. As an example, if an asset is regulated by law, then it needs the highest classification, even if the asset is not critical to the Company's business. C. The classes o infornial:iion for Soo-t urii:y and IIIPiri:vacy This policy applies to all workforce members, management, contractors, vendors, business partners and any other parties who have access to Company or client data. Rev.2015.8.6 16 Agreement No. 7434 Security Policies and Procedures Data Types The security classification of an information asset is assigned according to the highest of these dimensions. As an example, if an asset is regulated by law, then it needs the highest classification, even if the asset is not critical to Virtru's business. Virtru deals with two main kinds of data: 1. Company -owned data that relates to such areas as corporate financials, employment records, payroll, etc. 2. Personally Identifiable Information (PII) that is the property of our clients or workforce members, such as Protected Health Information, social security numbers, credit card information, contact information, etc. D. Setting requfteinents for business continuity The requirements for an information asset relating to business continuity are not set by classification, but are specific to that asset. They include: 1. Required uptime for the information asset 2. Required restoration time if the data must be restored 3. Required frequency of backups 4. Requirements for storage of backups 5. Requirements for testing of the recovery process The default requirements for business continuity are listed in the information handling rules' section. See 1 andlin , rules s bii the ita t?aatior car" ication in this document and Disaster Recovery Plan for detailed information. This section outlines the basic rules for handling information types according to the classifications. More specific standards for platforms, processes and networks appear in each topic section of this standards document. E. Enf'orceinei 1. It is the responsibility of everyone who works at Virtru to protect our data. Even unintentional abuse of classified data will be considered punishable in accordance with the extent and frequency of the abuse. Rev.2015.8.6 17 Agreement No. 7434 Security Policies and Procedures VII. Handling Rulesfor the InformationClassifications A, Overview This section outlines the basic rules for handling information types according to the classifications. More specific standards for platforms, processes and networks appear in each topic section of this standards document. II. Inventor-y of Int'wii irn.ati n Assets and Electronic Asset. Nlan.agern.ent tog An inventory is maintained of all significant information assets belonging to, or used by Virtru. This inventory includes: 1. Serial numbers/license numbers 2. MAC Addresses 3. Model 4. Device Type 5. Manufacturer 6. The information owner 7. Username 8. Location 9. OS Version 10. The custodian of the information and repository location (database, file cabinet, etc.) 11. Purpose in our systems 12. Asset value in dollars or other suitable measurement 13. The sensitivity of the asset, due to regulations, laws, customer expectations or other requirements 14. Requirements for the asset regarding availability, uptime, etc. 15. Contact information for one or more parties who can repair, restore, replace, or recover this asset. Examples are hardware/software vendors, IT support vendors, and/or staff members This asset list contains information that is restricted to executives and super-admins, and therefore is stored securely on the Synology NAS, which itself is backed up to AWS Glacier. This inventory will be reviewed and updated quarterly, or as new assets and devices are added. Logs are maintained as the Inventory of Information Assets Log and the Rev.2015.8.6 18 Agreement No. 7434 Security Policies and Procedures Organizational Chart/Electronic Asset Management Log. A current copy of this inventory will be kept at a separate location as described in our Disaster Recovery Plan. Hailes for access to infbrwiatjon assets If any given security incident involves a breach of Personally Identifiable Information (PII), the ISO will follow our security policies and Incident and Breach Policy for handling such a breach. If a security incident includes the potential that personal information may have been obtained by unauthorized individuals, the ISO will work with the client to notify affected persons of this event, in compliance with relevant federal and/or state law. See also Breaches or lin germissibl lases Di. clo. res within these Security Policies and Procedures. V111. Access Control Policy A. Overview This policy defines how Virtru manages access to electronic information and systems. Virtru provides access to electronic data relative to the workforce member's job requirement. We limit access to categories of data and systems that each person needs to do his/her job. We require that each workforce member restrict his/her access to only those specific records and functions needed to carry out his/her job. For the purposes of this policy workforce members are anyone in Virtru who has access to Personally Identifiable Information (PII). B. Access levels The ISO will qualify the workforce member to have one of these forms of access based on the job role (in order of increasing access permissiveness): 1. Low Access to Corporate Email and Salesforce Data 2. General Access to product metrics 3. Admin Access to all front end products as well as product metrics 4. Super Admin Access to all front and backend products as well as product metrics The access will match the person's job responsibilities The ISO will keep a record of the type of access provided to each workforce member. The record will include a date and justification and will be kept in our la" l ee A -cess RegiLg. t Loy in the Security Documentation Library. Rev.2015.8.6 19 Agreement No. 7434 Security Policies and Procedures The granting of access to Business Associate Subcontractors will be done in the same way as it is done for workforce members. C Grantiwril.F a(C eSs The ISO will provide accounts with the matching technical privileges and give the workforce member the account information including a one -time -use password that the user must change to a private password upon first use of the account. 1. Only the person assigned to an account will be allowed to use that account. 2. Each time a user logs in to a system, a log will be maintained by that specific program with the following information a) When the user accessed the system b) What information the user accessed while in the program c) Tracking will be done by using the User ID and IP Address d) The ISO will maintain this log for a period of 1 year 3. The ISO and AISO will each have a special account that allows them to create new accounts. The accounts will be used: a) In an emergency when all other accounts have been disabled or locked out; b) To either reset the passwords on locked accounts; or c) To create new accounts that provide needed access. 4. When a change in the role of a workforce member requires a change in access privileges, the ISO will reassess the needs and provide new access privileges based on the policy in Access Levels in this section. a) If a workforce member leaves Virtru, the ISO will remove that member's access as soon as the access is no longer needed. b) If a workforce member takes a leave of absence and is not expected to require access, the ISO will disable the workforce member's account when he/she leaves and re -enable it upon his/her return to work. c) For other people who work around protected electronic information but are not qualified to access it, the ISO will decide which of the following two steps to take: 1) Train the person to understand his/her responsibilities 2) Supervise while he/she is exposed to the data d) For cases in which the provision of individual accounts is not feasible {e.g. access by any one person of a large help desk staff of a vendor}, the ISO will make: 1) A serially reusable account and provide a one -time -use password to the vendor's representative for each time that access is needed; and Rev.2015.8.6 20 Agreement No. 7434 Security Policies and Procedures 2) The password will be changed by the ISO on the account after each use of the account to a value not known to the vendor. f). Vendows, a:°on.trw: ctors and other outsiders Any outside organization that wishes to gain access to our or our client's Private/Internal, Confidential or Protected information must: 1. Sign a Business Associate Subcontractor Agreement; AND 2. Be willing and able to show that their privacy and security controls are at least as stringent as Virtru's controls. See Business Associate Subcontractor Agreement for details of Agreement. A written history of incidents reported by Business Associate Subcontractors (BAS) will be maintained. If the ISO becomes aware of a pattern of activity in which the BAS is not carrying out the contractually required safeguards, then the ISO will do one of the following: 1. Attempt to remedy this failure 2. Terminate the contract, if attempt to remedy is not feasible 3. Report the situation to the U.S. Secretary of Health and Human Services, if terminating the contract is not feasible. If any given security incident involves a breach of Personally Identifiable Information, the ISO will follow our privacy policies and incident management plan for handling such a breach. If a security incident reported by a BAS includes the potential that personal information may have been obtained by unauthorized individuals, the ISO will work with the BAS to notify affected persons of this event in compliance with relevant federal and/or state law. See also Bw�a°es.wr lwr� wwHrwrarssibiww ls° rs iost_wre within these Security Policies and Procedures. E. lll ridiviw:luals Individual persons who work for such an organization must also be bound to the outside organization's controls. Such individuals must: 1. Have Business Associates Subcontractor Agreement with their own company; OR 2. Have a contract with their company; AND 3. Have appropriate background checks and bonding in place. 21 Rev.2015.8.6 Agreement No. 7434 Security Policies and Procedures 17. 11olicy Virtru will not knowingly accept any confidential information belonging to third parties until that information is reviewed against our protections and the appropriate agreements put into place and signed by the information owner. The agreements should include all requirements for controls over the third -party information and the processes to be followed. , ilublic/un lassil"ied data This type of information does not require special marking or storage, except to ensure that it is available when needed. It does need to be kept safe from unauthorized modification. B f1r°ivalle/inter'nal data Access is granted on a need -to -know basis, as authorized by the manager of the user of the information. Some types of jobs are automatically granted access to data in this class. Paper products and backup media containing this type of information must be stored and handled in a secure manner. This includes: 1. Printing this class of information only to a known printers located in secure areas on secure networks. 2. Encrypting or physically securing backup media 3. Keeping paper copies of information locked or otherwise secured This class of information is not released to anyone outside Virtru without a non -disclosure agreement, a Business Associate Subcontractor Agreement, and/or without the approval of the information owner. Private/Internal use information must not be transmitted across any unsecured outside network or path without proper controls. This means encryption for files and emails or secured packaging for paper copies. C. Confideni::ui.al. or pro ec;led data Access to this type of information is on a need -to -know basis, as approved by the ISO or information owner. This class of information is not released to anyone outside the Company without a non -disclosure agreement and without the approval of the information owner. Rev.2015.8.6 22 Agreement No. 7434 Security Policies and Procedures Confidential or Protected information must not be transmitted across any unsecured outside network or path without proper controls. This means encryption for files and emails, or secured packaging for paper copies. Paper products and backup media containing this type of information must be stored and handled in a secure manner. This includes: 1. Printing this class of information only to a known, secure printer 2. Encrypting and physically securing backup media 3. Keeping paper copies of information locked or otherwise secured D. Managing data sources The key to managing Virtru's business' media and documents is to first consider the source of the information, then the media type. Virtru's media and documents containing Protected Information (PHI, CJIS, or other) require protection from inception through disposition. Regardless of the owner relationship, the Company will be cognizant of the following Media Types: 1. Hard Copy: paper printouts, printer and facsimile ribbons, drums, etc. 2. Electronic: the bits and bytes contained on hard drives, flash drives, phones and tablets. E. IllRete rit.uion o niedia. Retention: The length of time documentation and/or information is retained according to the level of confidentiality and to the business continuity requirements. System/ information owners should consult with the ISO to ensure compliance with the record retention regulations. Virtru's hard copy record retention policy is as follows: We will digitize and encrypt these records for secure storage on the Synology NAS, which will be backed up to AWS Glacier. Virtru's electronic record retention policy is as follows: 1. Agent of Record letters and Letters of Authorization requests are held for no less than ninety (90) days 2. New Business Group documents are held for no less than ninety (90) days 3. General documents are held for no less than ninety (90) days 4. Banking statements are held for seven (7) years S. Workforce member records are held for seven (7) years Rev.2015.8.6 23 Agreement No. 7434 Security Policies and Procedures F% Sanitization of`1144,4iuYa When media (hard copy and electronic) becomes obsolete, is no longer required or no longer usable, it is critical that proper sanitization is accomplished. Sanitization Types Disposal: the act of discarding media. This is often done via recycling paper containing "non -confidential" material. Reinitializing: Re -formatting drives so information cannot be retrieved by recovery utilities or any other forms including keystroke recovery attempts. This is achieved by overwriting the disk with zeros for no less than one (1) time. Purging: exposing the magnetic media to a strong magnetic field in order to disrupt the recorded magnetic domains, this is also known as degaussing. Destroying: destruction of media so it cannot be reused as its original purpose. Virtru's electronic disposal policy is as follows: 1. Hard -drives are purged, reinitialize or destroyed 2. CD or DVD disks are destroyed 3. Flash drives are re -initialized or destroyed 4. Backup tapes are purged, reinitialized or destroyed Any systems that are leased must be securely sanitized of all Company data prior to being returned to the leasing company. Any additional media (e.g. hard drives, USB drives etc.) will be reformatted then written with zeros for no less than one (1) time to ensure that the data contained on the media has been destroyed. Virtru shall maintain appropriate records of sanitization. This entails validating how, where and when media is sanitized. See Media Sanitization. G. I:rmformallioiin sti.aring and privacy In most cases the sharing and reuse of Personally Identifiable Information is governed by law, regulation and customer expectation. To ensure Virtru meets those requirements, no Personally Identifiable Information will be shared with outside companies, vendors or personnel without written approval from the ISO. Personally Identifiable Information includes: 1. Names 2. Addresses 24 Rev.2015.8.6 Agreement No. 7434 Security Policies and Procedures 3. Phone Numbers 4. Email Address 5. Dates of birth 6. Social Security Numbers 7. Ages 8. Gender 9. Personal Financial Information 10. Personal Medical Information 11. Criminal History Information 12. Personal Employment Information 13. Personal Buying Histories 14. IP Addresses Aggregated and statistical data developed from this personal information is not personally identifiable and, thus, does not need the approval of the ISO for sharing and re -use. Virtru will comply with all applicable laws and regulations regarding the privacy of personal information, including such laws as: 1. Health Insurance and Portability and Accountability Act (HIPAA) 2. Health Information Technology for Economic and Clinical Health (HITECH) 3. Family Educational Rights and Privacy Act (FERPA) 4. Criminal Justice Information Systems (CJIS) 5. Federal Information Security Management Act (FISMA) Virtru's workforce members, contractors, vendors and suppliers may come into possession of Personally Identifiable Information as a part of their relationship with Virtru. Each person must comply with all laws, regulations and policies and ensure such information is properly protected. H, Re -lease ot°r°oui.nl. any itif'wrrn: tioiiri. Virtru's information may only be released with the approval of the ISO or the information owner. This includes the posting of Virtru's information of any type onto bulletin board systems, public networks, social media or other open sharing tools. Any information released must contain proper copyright, trademark, disclaimer and patent notices as appropriate. X. Risk Analysisand Management Risks to Virtru's assets and environment should be addressed proactively rather than reactively. The controls applied to the risks must also be periodically reviewed to ensure the controls are working properly and efficiently. Rev.2015.8.6 25 Agreement No. 7434 Security Policies and Procedures A, i .isli reviews The job of reviewing risks and setting requirements for controls is the ISO's. Risks should be reviewed or assessed when: 1. Developing or deploying new applications, systems, networks or software 2. When significant changes are made to that same list 3. When business processes change 4. When Virtru enters a new geographical area of business S. When Virtru enters a new line of business 6. When incidents occur or new risks emerge 7. When new regulations or standards are set B. illisip imp nag ine'n1. Risks may be accepted, avoided or mitigated. Accepting the risk is appropriate when the cost of avoiding or mitigating the risk is greater than the expected loss. The losses considered should include the less tangible items such as Virtru's reputation, loss of market share and loss of public trust in Virtru. Acceptance of a risk requires complete documentation of the risk analysis and approval by the information owner. Avoiding the risk is appropriate when the cost of insurance is less than the cost of incremental controls. However, basic controls must always be in place. Mitigating the risk is appropriate in most situations. These situations are those where compensating controls are possible, cost-effective and manageable. These mitigating controls may include: 1. Increasing a protection to a level higher than what is listed in this document 2. Improving oversight or monitoring of the risk to limit impact and minimize response time 3. Limiting transactions or other events to minimize the possible impact of the risk event The method chosen for managing the risk (acceptance, avoidance, mitigation) must match the business value and costs involved and must be approved by the information owner. For further detail, see the Risk Management Policy and the Disaster Recovery Plan. Rev.2015.8.6 26 Agreement No. 7434 Security Policies and Procedures ® IDs and Accounts Each user shall be assigned a unique identification, called the User ID. This User ID is not considered to be sensitive, unless the User ID relates to an authentication process, systems or application management role. On sensitive systems or applications the User ID should not be easily identifiable, thus making unauthorized usage more difficult. Sharing of User IDs is not permitted, unless justified by business requirements and approved by the ISO. For any such shared User ID, the password will be shared using LastPass, and the password will not be shared with the additional user. If this password is shared, it must be changed immediately after the User ID is used to keep the shared User ID from becoming generally available and a risk to Virtru. Guest and anonymous User IDs are not allowed, unless the system involved is not connected to any of Virtru's networks and the system does not have any Company information on it. Typically, these guest or anonymous User IDs are only used during development or during marketing/sales demonstrations. 113. 111:) and acc(� njn cii'eat.ion User IDs are only to be created following a process approved by the information owner. This User ID creation process should include: 1. Expiration dates for the User ID 2. Renewal process for the User ID 3. Documentation of the role, business process and job function relating to the User ID User IDs are to be created for the purpose needed and not in a manner to compromise segregation of duties. A record of all User IDs and their owners will be maintained by the ISO. See the Change Control Logs for Security for further detail. Rev.2015.8.6 27 Agreement No. 7434 Security Policies and Procedures f Account A periodic check will be made of all User IDs and any redundant, dormant or unused IDs will be removed. The ISO must review the privileges set up for User IDs no less than once every year. 1) AppllHcation lipe ifui.cflDs Application Specific IDs and logins are used in support of automated applications, transactions, processes or batch jobs. These have non -expiring passwords. 1. Application Specific IDs must not be used by individuals. 2. Application Specific IDs must be created only with the approval of the ISO, must be documented and have strictly limited access rights. 3. Application Specific IDs must not have ad hoc or interactive capabilities on the applications, systems, transactions or data involved. I ® Authentication and Passwords A. Overview All systems, applications, databases or other information repositories shall require users to authenticate themselves prior to granting access. Authentication may be via an approved password scheme or via an access control device. All systems that support 2-factor authentication must have them enabled. The authentication method used must suit the value of the information asset, matching the cost of the authentication method against the level of protection required. In general, administrative and other high -value User or Service IDs will use the most secure methods of authentication. B. Password foi,,' ma Must be at least twenty (20) characters in length and must contain characters from all of the following four (4) categories: 1. English uppercase characters (A through Z) 2. English lowercase characters (a through z) 3. Base 10 digits (0 through 9) 4. Non -alphabetic characters (for example, ! , @, #, $) 28 Rev.2015.8.6 Agreement No. 7434 Security Policies and Procedures (",, Rules Users are forced to create a new password every 3 months. Users must not write down on paper or store any passwords; they must also never share their passwords with other users. Software is provided to securely store user passwords, with encryption. A maximum 5 attempts will be permitted prior to disabling the account. New passwords must be different from the previous three (3) passwords. Passwords must be changed immediately upon first use of a new ID. Passwords must never be stored or transmitted in clear text. Systems must not echo back the password as it is entered. Passwords must not be retained by any system or application longer than is needed to grant access. Initial passwords must be transmitted separately from the ID. A. General Access Roles Access roles are defined as: 1. Super Admin Access: Access to all front and backend products as well as product metrics 2. Admin Access: Access to all front end products as well as product metrics 3. General Access: Access to product metrics 4. Low Access: Access to corporate email, sales, and marketing data only Amazon Web Services (AWS) Users who have access to AWS have Super Admin Access. User sessions will expire after one (1) hour of inactivity Cloudant Users who have access to Cloudant have Super Admin Access. User sessions do not automatically time out, the user is required to log out at the end of a session. Github Users who have access to Github have General Access. User sessions do not automatically time out, the user is required to log out at the end of a session. ELK Stack Users who have access to ELK Stack have Admin Access. User sessions do not automatically time out, the user is required to log out at the end of a session. Rev.2015.8.6 29 Agreement No. 7434 Security Policies and Procedures Mixpanel Users who have access to Mixpanel have General Access. User sessions do not automatically time out, the user is required to log out at the end of a session. Kissmetrics Users who have access to Kissmetrics have General Access. User sessions do not automatically time out, the user is required to log out at the end of a session. Salesforce Users who have access to Salesforce have General Access. User sessions automatically time out after twenty (20) minutes. Segmentdo Users who have access to Segment.io have General Access. User sessions do not automatically time out, the user is required to log out at the end of a session. B Access i .Wes User IDs and accounts must be authorized to access only those elements needed for the user's role, including: 1. Limiting access to datasets and types 2. Limiting access to operating systems 3. Limiting times of access Access to operating systems, ad hoc transaction capabilities, software development tools, and other system devices must be controlled and limited to only those User IDs which require that access. Segregation of duties shall be established for all information asset controls to minimize the possibility that one person is responsible for an entire asset. A user (and hence User ID) that changes role or job function must have access rights updated to match the new job role or function. Any changes will be documented in the Responsibility Change Log. C. Tern.poirary Privileged Users and Accounts Temporary privileged users are defined as those who: 1. Have any control over security tools on an application, system or network 2. Can update operating systems or similar tools 3. Can directly modify data within a database or application 4. Have any special capabilities built in by the vendor of the application software, operating system or platform Rev.2015.8.6 30 Agreement No. 7434 Security Policies and Procedures Access at a temporary privileged user level shall be granted only on a need -to -know, need -to -perform basis, and then only to the assets required. Temporary privileged user access shall only be granted to those supporting Virtru's applications, networks and systems. R. Assignnent and Revocation Procedure The ISO shall electronically complete: An Employee Access Log for all new hires and/or workforce member change of status. 2. An Exit Checklist for all terminations. E. f,ci�i���utAf�ler Inactivity . f� The ISO shall verify that all users have activated a password -protected screensaver that automatically prevents unauthorized users from viewing or accessing electronic protected information from any system or device that can be used to access electronic information systems. After a maximum of 10 minutes of inactivity the system should log off and lock the device, making information inaccessible. Once logged off a user must re-enter a password to gain access to electronic protected information. A. Definitions Incident is defined as any breach of security, privacy, continuity, legal or regulatory controls over information assets of any type. Examples of such incidents include but are not limited to: 1. Penetrations of systems, applications, networks or databases 2. Denial of service attacks 3. Misuse or mishandling of assets 4. Virus or other malware contamination 5. Transaction errors 6. Breaches of confidentiality agreements or contracts 7. Legal or regulatory violations Breach is defined as an impermissible access, use or disclosure, which compromises the privacy or security of PHI. Rev.2015.8.6 31 Agreement No. 7434 Security Policies and Procedures A.Overview Virtru will maintain an effective method so that all information users, custodians and owners can readily report incidents. Incidents will be reported to the person's immediate manager or the ISO. Once the ISO has been notified, said Officer will then follow the directions in the Inci ei an l 13'rp nji Policy. The ISO will investigate incidents and will log or report significant losses or threats immediately. The appropriate authorities will be contacted by the ISO depending on the severity of incident. Incidents involving misuse by workforce members will be investigated by the ISO. Depending on the severity of the incident, the Emergency Contact list may provide additional contacts.. See the L, er enc;y Cont(ler lj °t located in the Qjl; rste c cajjL?:L� Plan. Confidential Reporting: Confidential reporting may be done either by: 1. Calling (may leave voice message) the ISO or AISO 2. Sending an email to the ISO or AISO, or; 3. ;o lei Form for dinon incurs r2 )os•tila -- A. Screm cming for newly hired peirm onnel, thi.mrd parties, vendors Proper verification checks must be made prior to granting any new workforce member, contractor, vendor, agent or affiliate access to Private, Internal, Confidential or Protected information, These verification checks will meet the requirements set, forth by the Company and may include: Rev.2015.8.6 32 Agreement No. 7434 Security Policies and Procedures 1. Professional qualifications 2. Identity checks 3. Criminal checks 4. Confirmation of academic and professional experience The ISO is responsible for ensuring that background checks are made biannually on parties who are not newly hired workforce menibers. A t1fird party will conduct background checks. B. Training and Awareness Virtru will provide security awareness training to each new member of our workforce with access to electronic Company -owned or private data Rpj" o Data Tyvs k it nrajati Cla�, ations) whose activities in the business we directly control. The . -gjL2 i-sificw— training will be provided prior to that person assuming his/her duties. The training is designed to inform the person of his/her responsibilities tinder Virtru's security policies. At a minimum, this training will include the workforce member's role in: 1. Managing malicious software (e.g. viruses) 2. Using workstation(s) securely 3. Managing passwords and 4. Monitoring and reporting suspicious use of account(s) Virtru's employees will also be trained annually on Virtru's Policies and Procedures. A record of successful completion of this training and annual retraining will be kept online by Total HIPAA Compliance. Within 30 days of starting,, individuals who are employed as developers will receive training on the security measures and mechanisms used to protect the company's systems and service. All new developers will be required to take and pass online training Modules covering secure roding w1ion using Node,.is. Developers who will be managing or developing operational aspects of the company's systems will also be required take the Security Operaligiis on AWS training course from Amazon. A record of training will be kept of training that lists the employee, type of training, date of completion, the employee's signature, and an admins signature asserting successful completion of the training. C,.Ter�itns of employrricia Compliance with Virtru's policies regarding security and privacy are a condition of employment. Rev.2015.8.6 33 Agreement No. 7434 Security Policies and Procedures D AcknowledIgerriell) i: All users shall be required to sign an acknowledgement after being trained on Virtru's security and privacy policies. Upon exiting employment or any relationship with Virtru, all users who have been granted access to any information asset shall: 1. Relinquish all access to control devices 2. Report all User IN in use by the person 3. Relinquish all information stored, whether on paper or on backup media 4. Relinquish all information processing devices, including workstations, all Virtru-owned mobile devices and others All systems access will be revoked. The ISO will verify termination is completed, and document this procedure has been followed. See Exit Checklist. F Security Sanction 11,1olicy Virtru's security policies call for the workforce that has access to electronic Protected Employee or Client Data and others to perform certain duties and to refrain from certain actions. Failure to do so will be sanctioned according to the policy below. If the infraction involves the unauthorized use or disclosure of electronic Protected Employee or Client Data, the sanctions below apply to the designated workforce members including managers, supervisors, and staff who have access to Protected Employee or Client Data. We define a serious infraction as one that results in known significant damage or that threatens imminent significant damage. Other infractions are simple infractions. The process below is intended as guidance for our business management in sanctioning Security Policies and Procedure infractions. We reserve the right to implement sanctions differently if, in our judgment, the situation warrants it. First Security Infraction If the infraction is: 1. A simple infraction, and 2. The first infraction in the last 3 years The sanction will be retraining the workforce member on the appropriate policy/procedure and placement of a written letter of reprimand in the employee file. Rev.2015.8.6 34 Agreement No. 7434 Security Policies and Procedures The letter will notify the person of the nature of this infraction and of sanctions for future potential infractions. Second Security Infraction or First Serious Infraction If the infraction is: 1. A serious infraction, or 2. The second infraction of either type within 3 years The sanction will include a written letter of reprimand that is given to the person at fault, placement of a copy of the letter in the employee file, and one week's suspension without pay. The letter will notify the person of the nature of this infraction and of sanctions for future potential infractions. Third Security Infraction or Second Serious Infraction If the infraction is: 1. A second serious infraction within 3 years, or 2. A third infraction of any type within 3 years The sanction will be dismissal from the workforce. X Legal proc,esses Responses to subpoenas, deposition requests and other legal issues will be referred to and handled by the CEO. The ISO will not respond to such legal processes without company legal counsel. 1 . laopyriglii.s and licenses Virtru may have agreements in place governing the use and handling of software, information and other tools that are owned by other entities. All users and information owners will comply with those agreements. Users are responsible for complying with copyrights regarding any material obtained via the Internet. This includes files, graphics, software, audio and video materials. Users may not agree to a new copyright license, unless given permission by the ISO. Licensed software must be used in accordance with the license agreement and only the number of copies licensed must be created or used. Rev.2015.8.6 35 Agreement No. 7434 Security Policies and Procedures C l`.,Xpo rt corulurols Information may not be exported across country boundaries without prior written approval of the Company's ISO. XV111. Malware and Antivirus A. ➢I)e1linilions Anti-Malware: malicious software that may reside on a computer, steal information or cause destruction. This can include a virus, trojan horse, keylogger, hijacker or dialer. Sandbox: A highly controlled area where programs and software can be tested before being allowed access to the rest of the system. B. li'�'�'��'�"m��1�. VY�. ��', �,w �"s�.�:��� ��.�"�.��"'��m�C���. m^:�. W, a:�.��� �M �r ���.����. iI irenn, ;'nts Macintosh, Linux and iPhones: Virtru has determined that software for anti-malware scanning on Macintosh, Linux and iPhones is not necessary due to the low probability of encountering malware, the demand on computer processing power, and loss of productivity by the user. This policy will be reviewed annually or as needed to determine if this is still valid. PC Operating Systems: Data entering Virtru's Window -based systems must be subject to an up-to-date anti-malware scanning tool that is scheduled to run at regular intervals. In addition, all emails, attachments, disks, backup media, USB memory devices and other data carrying tools must be scanned before they are downloaded or allowed access to the system. All incoming data must be sandboxed by the anti-malware program before it is allowed access to the system. The anti-malware pattern files must be regularly updated. Android and Windows Phone Operating Systems: All such devices must have anti-malware tools in place prior to being connected to Virtru's networks. These systems must be subject to an up-to-date anti-malware scanning tool that is scheduled to run at regular intervals. In addition, all emails, attachments, and SD cards must be scanned before they are downloaded or allowed access to the system. (". Affiliates Virtru and all of its affiliates, contractors, consultants, vendors, representatives or other service providers must make certain that adequate controls are in place to guarantee that data coming from their systems and networks is free from malware. Rev.2015.8.6 36 Agreement No. 7434 Security Policies and Procedures D., Infected devices The ISO will use approved tools to monitor and remove malicious software from Virtru's assets. Virus -infected computers, tablets or phones must be removed from the network immediately until they are verified as virus -free. E, Ei.yiployees' IItegtii irerruie�hats 1. Workforce members will not load software on our Company's information equipment without permission from the ISO. 2. Workforce members will not open electronic files from unfamiliar sources. 3. Will exercise best practices when using the Virtru network. The employee will not: a. Circumvent user authentication on any device b. Sniff network traffic c. Access data, servers, or accounts they are not authorized to access d. Cause a disruption of servers e. Violate copyright law by transmitting copyrighted pictures, music, video and/or software f. Export or import software, technical information, encryption software, or technology in violation of international or regional export control laws g. Use the Internet or network in a manner that violates Virtru's Security Policies, or local laws h. Intentionally introducing malicious code; including, but not limited to, viruses, worms, Trojan horses, e-mail bombs, spyware, adware, and keyloggers The workforce will be trained to know and carry out these malware protections. The ISO will generally provide permissions as required above only for actions that are intended for our Company's business and only under conditions that limit the potential for the introduction of malware. F". Enf rcenient Any activities with the intention to create and/or distribute malicious programs into Virtru's networks (e.g., viruses, worms, Trojan Horses, e-mail bombs, etc.) are prohibited, and user will be subject to Virtru's Sanction Policy, and will be reported to the proper state and federal authorities. Rev.2015.8.6 37 Agreement No. 7434 Security Policies and Procedures The ISO is required to maintain logs of systems that document any changes and access users may have to sensitive systems. The following are the retention policies for these logs. B. 1-10 I.iiucy Audit logs will be retained for at least one (1) year in raw format, preferably electronic, to preserve evidence. Audit logs must be configured to prevent overflow, erasure or tampering. Audit logs will be configured to record information such that: 1. Sufficient information is available for proper investigation of use, misuse, incidents and performance 2. User ID, event type, date and time are maintained 3. Time is according to a known time stamp so that events across systems can be coordinated 4. End -to -end accountability is always maintained Events to be recorded include, but are not limited to: 1. Login and activity by any other privileged accounts 2. Changes to operating systems, application code or other tools 3. Backup and restore events 4. Changes affecting any cryptographic keys or devices S. Stop or start of critical processes 6. Transaction failure, retry or duplication All systems and tools involved in the protection process are required to always have change logs enabled and properly configured. This includes: 1. Firewalls 2. Email servers 3. Anti-malware tools especially the administration tools 4. Security administration tools such as password resets and account modifications 5. Monitoring tools 6. Routers and other network devices 7. Github 8. Amazon Web Servers (AWS) 38 Rev.2015.8.6 Agreement No. 7434 Security Policies and Procedures 9. IBM Cloudant 10. SalesForce 11. Elk Stack 12. Mixpanel 13. KissMetrics 14. Segment.io 15. Sendgrid 16. Customer.io Logs will be reviewed and analyzed by delegates of the ISO. Reports of problems and incidents will follow the incident reporting method, listed in the Incident and Breach Policy. m Enctyption Encryption is the process of encoding messages of information is such a way that only authorized parties can read it. B. Application Encryption Policy Virtru encrypts all client data using NIST-approved cryptographic modules. Virtru uses AES 256 encryption for its application. Virtru's key length requirements shall be reviewed annually as part of the yearly security review and upgraded as technology allows. The use of proprietary encryption algorithms is not allowed for any purpose, unless reviewed by qualified experts outside of the vendor in question and approved by the ISO. C'. i ;y iiota imin Policy Virtru requires the following key rotation policy to protect all external systems. The following is the list of policies for the following keys: 1. Secure Socket Layer (SSL)Keys Virtru uses SSL keys to enable Transport Layer Security (TLS) traffic between clients and Virtru's servers. Rotation Pol:ic 39 Rev.2015.8.6 Agreement No. 7434 Security Policies and Procedures Rotation of SSL Keys is done upon SSL Key expiration. They are set to expire at 1 (one) year and rotated at that time. If there is an incident or the security keys are thought to be compromised, the keys will be rotated immediately. 2. Secure Shell (SSH) Keys The SSH keys provide a layer of authentication to get into the production servers. SSH Keys are used as the authentication mechanism to remotely login to a server. They are also used as the first factor of authentication to assume root access on the production servers. Each developer has his/her own SSH key and is responsible for keeping this key secure. Rotation Policy All SSH keys are rotated at a minimum of every three (3) months. If there is an incident or the SSH keys are thought to be compromised, keys will be rotated immediately. 3. Amazon Web Services (AWS) Access Keys Unique AWS Access Keys are given to each developer with a unique AWS Login. This allows the developer to make Application Protocol Interface (API) calls to AWS. Currently, 1-2 AWS Access keys exist per developer. Where are these stored? How do you know how many keys each developer has? Rotation Policy These keys are rotated at a minimum of every 90 days. If there is an incident or the AWS keys are thought to be compromised, keys will be rotated immediately 4. Application Keys Virtru uses these keys to encrypt sensitive key data stored in the CouchDB database managed by IBM. There is only one copy of this key. Rotation Policy No rotation requirement. Backup Policy Backup of the key is kept with Virtru's Super Administrators. The export of encryption technologies is restricted by the U.S. government. Residents of countries other than the United States should make themselves aware of the encryption technology laws of the country in which they reside. Rev.2015.8.6 40 Agreement No. 7434 Security Policies and Procedures D. Device Encr•yptiion Policy Virtru requires devices have encryption enabled for any files, folders, drives, databases, or other stored data that may have sensitive information including protected personally identifiable information. The implementation of any encryption scheme is performed by the user and the deployment of the encryption tool, including all keys, must meet industry best practices and be properly documented. Currently the minimum standard is 128-Bit encryption. Encryption keys will be managed by the user and a log will be maintained by the ISO. Mac OS Devices: Mac OS devices that store Protected Information (PHI, CJIS, etc), are required to use full disk encryption using FileVault 2. Users must provide a copy of their key to the ISO; both will maintain the key in a secure location. For devices that do not store Protected Information (PHI, CJIS, etc), full disk encryption is at the discretion of the user. However, if this is used, a copy of the encryption key will be stored by both the user and the ISO in a secure location. Windows OS Devices: Windows OS devices that store Protected Information (PHI, CJIS, etc) are required to use full disk encryption with the program Bitlocker. The encryption key will be maintained in a secure location by both the user and the ISO. For devices that do not store Protected Information (PHI, CJIS, etc), full disk encryption is at the discretion of the user. However, if this is used, a copy of the encryption key will be stored by both the user and the ISO in a secure location. Linux OS Devices Linux OS devices that store Protected Information (PHI, CJIS, etc) are required to use full disk encryption. This will be encrypted at a minimum of 128 bit encryption. The encryption key will be maintained in a secure location by both the user and the ISO. For devices that do not store Protected Information (PHI, CJIS, etc), full disk encryption is at the discretion of the user. However, if this is used, a copy of the encryption key will be stored by both the user and the ISO in a secure location. Rev.2015.8.6 41 Agreement No. 7434 Security Policies and Procedures Android Devices All Android devices that store Protected Information (PHI, CJIS, etc) will have encryption turned on and will be password protected at all times. The encryption key will be maintained in a secure location by both the user and the ISO. Windows Phone All Windows Phones that store Protected Information (PHI, CJIS, etc) will have encryption turned on and will be password protected at all times. The encryption key will be maintained in a secure location by both the user and the ISO. Whone iPhones are natively encrypted. These devices are required to be password protected and/or biometrically protected at all times. lllf ui .i 1 i'ietwokencr All wireless access points owned by Virtru are required to be protected using Wi-Fi Protected Access 2 with Advanced Encryption Standard (WPA2-AES). This password will be changed quarterly and will not be shared with users that are not employees or authorized Business Associates. Any outside users are required to use guest access points. Employees that access Virtru resources from home are required to use Wi-Fi Protected Access 2 with Advanced Encryption Standard (WPA2-AES) to protect their devices. This password should be changed quarterly. 17. E'niiail encryption, Virtru requires the use of its secure, encrypted email service to communicate with our employees about their Personally Identifiable Information, and to communicate any sensitive data. All email communication that includes personally identifiable data, and potentially sensitive data will be encrypted. Virtru uses only its secure, encrypted email service to communicate with clients about their Personally Identifiable Information. Virtru forbids the use of chat, texting or instant messaging programs by devices that store PHI. Any workforce member found to have violated this policy may be subject to disciplinary action, up to and including termination of employment. SeeS_qnction Polrcv. 42 Rev.2015.8.6 Agreement No. 7434 Security Policies and Procedures XXI. Assessments and Testing The Security Rule of HIPAA mandates that covered entities implement appropriate information security policies and procedures to protect PI from "reasonably anticipated threats and hazards." 13. Ilenetratuiion telst:ing, Penetration testing of all servers containing PII will be conducted monthly by internal personnel, and by an external 3rd party at least annually or whenever there is a major system update. Testing shall validate the security of: 1. External connections 2. Operating systems 3. Applications 4. Databases S. Network controls 6. Security procedures, including monitoring and incident response C. y ulnerability assessment testing Vulnerability assessments will be conducted periodically on all network -connected systems devices. Any vulnerability found must be corrected in a timely manner. Vulnerability assessments also shall be conducted when: 1. A new system, application or network is installed inside the Company 2. Changes are made to firewalls, VPNs or other security control tools 3. Changes are made to a web server's operating system 4. Changes are made to email servers 5. Configuration changes are made to databases 6. Configuration changes are made to critical applications 7. Changes are made to encryption scheme(s) NOTE. Vulnerability and penetration tests will not be conducted except with the prior approval of the ISO. No user will have vulnerability or penetration testing tools loaded onto any Company system without prior permission from the ISO. D. Wireless access testing Testing of wireless access points (war -driving) shall occur regularly, to cover all wireless access points under the control of Virtru. Rev.2015.8.6 43 Agreement No. 7434 Security Policies and Procedures F'.. I[IassworId testing Password cracking software shall be run periodically to validate the enforcement of password rules. F. 3rd.. Party Secui sty Management A comprehensive list of 3rd parties with which the company does business with shall be maintained. Any 3rd party who handles or holds sensitive data or who provides a service which is critical to operations shall be required to assert that their own security practices and procedures meet or exceed that of the company's. Each 3rd party shall be assessed for conformance annually. A,. Policy Confidential, Private or Protected information and Internal Use information must not be transmitted across any unsecured outside network or path without proper controls. Virtru requires encryption for files and emails, or secured packaging for paper copies. Users are responsible for ensuring that their use of these tools complies with all of Virtru's policies, and with applicable laws and regulations. This includes all employment policies such as sexual harassment, stalking, ethics and appropriate use. These tools may not be used to access, send or receive, store or display: 1. Sexually explicit material 2. Confidential, Private or Protected Information or Internal Use material, except as meets the Handling Rules section 3. Viruses 4. Threats 5. Inappropriate or unlawful language, including: a. Offensive language b. Language inappropriate for the Company environment 6. Discriminatory or harassing language 7. Tools usable for hacking, password cracking, vulnerability scanning or penetration testing These tools are the property of Virtru and are to be used only for Virtru's business. Access may be unavailable at any time, at the Company's discretion. Users must not assume that access to these tools will be available for incidental personal use. Rev.2015.8.6 44 Agreement No. 7434 Security Policies and Procedures All content transmitted over these tools is the property of Virtru. Content, including emails, may be inspected by Virtru. Such inspections will occur with the approval of the ISO or of the Company legal department. Virtru may monitor, filter or block content on these tools. Users of blogs, social media sites such as Facebook, and other such tools must follow the guidelines outlined in Virtru's Social Media Policy. See Social Media Policy. Users of blogs, social media sites such as Facebook, and other such tools must not represent their comments as coming from, or being representative of, the business or opinions of Virtru. XXIH. Hardware . Definitions Workstations: PCs, desktop computers, tablets and mobile computing devices that are located at Virtru's home office, or at remote locations. These devices are easily attacked and therefore must have access controls and anti-malware as specified in those sections of this document. Servers: Devices that may or may not be housed at Virtru locations. Regardless of their location, these must secured in a manner that prevents them from being physically accessed without the appropriate level of security clearance. B. Policy°. A current copy of the Organizational Chart/Electronic Asset Management Log (Risk Assessment) will be kept at an off site location so it can be accessed quickly in the case of theft, fire, flood or other events that may make inventory information useful. The ISO will keep a log of events noting when a physical security mechanism is repaired, replaced, installed, removed, modified, or maintained. This Maintenance Log will contain the: who, what, when, where, and why of the change and be kept in the Security Documentation Library. Users of these devices are required to ensure that all appropriate protections are in place, including: 1. Physical security to prevent theft or misuse 2. Access controls suitable for the class of information on the device 3. Anti-malware 4. Keeping the devices locked to a desk or other secure location when outside Rev,2015.8.6 45 Agreement No. 7434 Security Policies and Procedures Virtru 5. Keeping control over backup media, as to minimize the possibility of theft or loss 6. Ensuring that the transport of these devices is secure and is safe from damage - for example, these devices should only travel in padded containers and should be locked and shut down during transit 7. Keeping all operating systems and tools up-to-date, with all updates and patches. Specific requirements for these topics are in the appropriate sections of this document Virtru"s devices InLI$t not: be used by people who are not authorized, including family members and friends. Software loaded onto such devices must follow the rules in the Software section of this document. In general, only approved software may be loaded, and shareware, games and other such software are not permitted. International travel with these devices may require special approvals or configurations, especially in regards to encryption and licensed software. Before traveling internationally, users must contact the ISO to determine if such special considerations exist. Connecting these devices to Virtru°s networks nicxst follow the roles in the e wor ` section of this document. In general, all such devices must be approved prior to connecting. Remote access fromn these devices to Virtru"s networks and devices must meet the controls specified in the Networks section of this document. In general, such access must be approved, and must have adequate controls over the security of information in transit. Devices of these types that are owned by contractors, vendors or other third parties must meet all Virtru requirements prior to being connected. C. Asset t .aiiiageinerit. The ISO is responsible for maintaining an inventory of devices; as such he shall employ software to aid in the management of hardware and software asset. See 11evidling 1yles or t'lie^ iti britiation ej_aysjWcotiowq Rev.2015.8.6 46 Agreement No. 7434 Security Policies and Procedures Uw Enforcement Any workforce member found to have violated this policy may be subject to disciplinary action, up to and including termination of employment. See Sanction Policy. A. Overview Virtru's networks and devices shall designed, deployed and operated in a manner so as to provide proper levels of protection for the data being accessed and transported. Significant changes in network designs must be piloted before deployment. Mechanisms must be in place to alert the ISO of possible attacks and breaches, to include: 1. Denial of service attacks 2. Improper access 3. Virus infections 4. Unauthorized software installations, email, FTP or other improper usage Analysis must be conducted at least annually to validate the failure mode and recovery for all devices, network circuits and protocols. See Change Logs for details. Responsibilities must be defined for: 1. Administration of network and communications connections 2. Operations of all devices 3. Monitoring 4. Timely review of audit logs and response to alerts or alarms 5. Review of unusual patterns of usage or activity To minimize risks, any network connections or network segments should be disconnected when not in use. B kloniforirkg Virtru uses AlienVault's Unified Security Management System to monitor all traffic on their network. Notifications are set to alert the IT staff of any unusual traffic and vulnerabilities, as well as log any security events that may occur. Ac c'ess control and p h.y ical sect.urlity Sites where Virtru's network equipment or communications lines exist are considered to be high -value and are subject to the access control and physical security rules Rev,2015.8.6 47 Agreement No. 7434 Security Policies and Procedures outlined in the Physical Security section of this document. In general, these rules will require: 1. Access limited to authorized personnel only 2. Physical security, including RFID or passcode controlled locks, are in place 11 Modilii:iil::piuns, iiupiidal:es Changes to the network architecture which affect the protections must be approved by the ISO. Examples of such changes include firewalls, wireless configurations, ports and proxies. III I:iiau rneiiritation.. The ISO shall maintain an accurate set of documentation of the networks and their components. This documentation is considered to be highly valuable and will be classified "Protected". F. Network design The goal for network design is to facilitate Virtru's business, while still providing protection for Company assets. G. ei"liirieuriiatiion Virtru's networks will be segmented, in order to limit access to Confidential and Protected Information, without impacting the Company's business. There will be a guest network that will have no access to Virtru's Network Attached Storage, and other vital network resources. 11L IIII'irewa.Ilis Virtru's network and workstations in the DC office is protected using the Fortinet FortiGate 100D Firewall appliance. This device is configured to monitor and log all unusual traffic and warn Virtru of any network irregularities or attacks. Definitions Firewall: A part of the computer operating system or network that is designed to block unauthorized access while permitting outward communication. There are two different types of firewalls. 1. Software Firewall: Part of the operating system or can be a software add -on. 2. Hardware Firewall: Built into a router or a stand alone device. All computing devices will access a network through this point. Firewall Settings 1. Whitelisting: Blocks all incoming traffic, and only allows traffic from good, or known IP addresses. The user will be required to authorize connections to their device. 48 Rev.2015.8.6 Agreement No. 7434 Security Policies and Procedures Blacklisting: Authorizes all traffic as a default, and the user is responsible for denying unauthorized connections to their computing device from unrecognized or unknown IP addresses. Software Firewall Policy Virtru requires every device to have their internal software firewall activated at all times, and set to only allow whitelisted traffic. This will require the user to authorize any connections to their device. Any workforce member found to have violated this policy may be subject to disciplinary action, up to and including termination of employment. L Internet Connections to the Internet must be: 1. Approved by the ISO 2. Periodically reviewed and tested for vulnerabilities 3. Protected by firewalls, intrusion detection systems and anti-malware tools Some Internet tools, such as FTP, Internet Relay Chat, Telnet and Remote Procedure Call are restricted in use and must be approved for use by the ISO. J. VFIN-•rernot:e access Virtual private networks (VPNs) will be used for traffic flowing over public networks to ensure the proper level of protection of Virtru's data. K. Wireless All wireless connections must have WPA2 with Advanced Encryption Standard (AES) turned on. This applies to all networks for Virtru's home office, and all telecommuting employees. L. '.�Felew walk Policy If a staff member is allowed to telework/telecommute, they must comply with the Virtru's various employment policies, remote security measures and use the provided web portal via HTTPs, VPN and SSL. They must also make sure their home WI-FI is encrypted properly. If they are accessing sites while on an unsecure router, they must make sure the sites they visit have a valid SSL certificate before proceeding. ➢MI. Pau"hing of sywi:enn,, and, applications Microsoft Windows OS Patches 49 Rev.2015.8.6 Agreement No. 7434 Security Policies and Procedures To manage the patching of Microsoft Windows operating systems (OS), Windows Software Update Service (WSUS) is used. The WSUS server automatically checks for patches once a day not during business hours. Then downloaded patches are manually released from the WSUS server to be downloaded and applied on the workstations. The ISO will evaluate all patches before they are applied; workstations will not automatically download OS patches from the WSUS server and updates will not be automatically installed. Installation of OS patches is done within a planned downtime. Apple OS Patches All Macintosh Operating System (OS) patching will be done through the App Store, and is the responsibility of the individual user to install. These should be applied within one (1) week of release from Apple. Linux OS Patches These patches should be applied and tested in an app staging environment before they are applied systemwide. The User is required to document where they received the patch, who downloaded it, what version of patching they are using, and when the patch was applied to the system. This documentation should be submitted to the ISO upon completion of the patching. iPhone iOS Patching All iPhone (OS) patching will be done through the App Store, and is the responsibility of the individual user to install. The device should be fully backed up prior to installing these patches either in the cloud or locally. All backups are required to be encrypted and password protected. These patches should be applied within one (1) week of release from Apple. Android Phone Patching All Android patching will be done through the Google Play Store, and is the responsibility of the individual user to install. The device should be fully backed up prior to installing these patches either in the cloud or locally. All backups are required to be encrypted and password protected. These patches should be applied within one (1) week of release from Google. Windows Phone Patching All Windows Phone patching will be done through the Windows Phone Store, and is the responsibility of the individual user to install. The device should be fully backed up prior to installing these patches either in the cloud or locally. All backups are required to be encrypted and password protected. These patches should be applied within one (1) week of release from Windows. Rev.2015.8.6 50 Agreement No. 7434 Security Policies and Procedures Patching of applications is done on a weekly basis, unless a zero -day exploit is found in an application that is used within the domain. If such an exploit is found and a patch is released for said exploit, an emergency planned downtime will be called for at the conclusion of the business day to patch the application in question. N. elrworhi har#iening Upon adding new devices to the network, installation procedures and set-up must be followed. Hardening will be done on network devices as well as systems (e.g. laptops, workstations and servers) and handled by the ISO or AISO. Hardening will be broken down into the following categories which include, but are not limited to: 1. Preparation and installation 2. Updates to: software, firmware and hardware 3. Setting of appropriate account and auditing rules 4. Setting of appropriate security rules S. Turning on the internal firewall 6. Turning on full disk encryption (If device will have access to PHI) 7. Other internal operations such as: a. Installation of appropriate software for workstation, server or laptop The ISO will notify all affected staff when making changes to the hardening policy and will update the Security Policies and Procedures at that time. Written approval for hardening procedures above and beyond what is currently mandated is not necessary. , I efinit:iorim: Secure sites: These are locations that require the highest level of protection. These sites include: 1. Computing centers 2. Network connection points 3. Media storage locations 4. Locations containing platforms which carry high -value or critical information or transactions 51 Rev.2015.8.6 Agreement No. 7434 Security Policies and Procedures Physical Security: These may occur within Virtru where the overall building is operated to a lower level of security, but a certain area is more controlled due to documents, assets or processes which occur in that area. 13. Secuuirre Sil:es Policy Secure sites shall be established for all computing centers and other locations where there is a concentration of high -value or sensitive information, systems or networks. Sites will be designed and operated according to best practices and in consideration of threats appropriate to the site such as hurricanes, tornados, power outages and intruders. This standard is not to be construed as a complete list of requirements for a secure site. It should be used in conjunction with expert advice, architects, fire marshals, OSHA and other regulations. Separate, isolated areas will be created within the secure site for: 1. Media libraries 2. Electrical supplies and controls 3. Environmental and mechanical controls Access to these sub -areas will be on a need -only basis. Critical assets and operations must be conducted in a secured area or secured site, with protections implemented in accordance with the risks and value of the assets, information and operations. C. Data. Centers All data centers used by the company must provide proof that they meet or exceed the security requirements and standards of the company. XXV1. Physical Security Policy A. Entry 11411oficy All Virtru's workforce members are allowed access to the physical site at any time of the day, and any day of the week. The site is secured with an electronic door lock that accepts RFID cards and a numeric passcode. RFID cards are issued by the ISO or AISO by request and after approval. B. Loss of lfll[,111) lse� y If a workforce member loses their RFID key, they will notify the ISO or AISO as soon as possible so the key may be deactivated. Any workforce member found to have violated Rev.2015.8.6 52 Agreement No. 7434 Security Policies and Procedures this policy may be subject to disciplinary action, up to and including termination of employment. See 5otictiga2olicy. fI. Mobile devices Mobile devices (laptops, netbook, tablets, Whones, Wads, etc.) must have the appropriate encryption. Devices must have a power -on password or PIN, data encryption, auto -lock and role -based access per user. See BYOD Policy (Forms for Employees). u Video inonittmrin.g Virtru's main office is monitored by a video camera. The data is stored in the Network Attached Storage which is physically secured in a locked cage in the IT closet. This data is stored for up to one (1) month. 1". Alarm s ste ii uu. Virtru's main office is monitored by an alarm system. It is attached to all doors and windows, and requires a 4-digit pin plus a modifier to deactivate. Once triggered, there is a 45-second delay before the local authorities, ISO and CEO are notified by the monitoring company. ADT is the company that is responsible for monitoring Virtru's main office. The alarm pin code is changed quarterly, or at the time that an employee is fired or leaves the Company. Virtru requires that this alarm be set by the last person to exit the office, and should be active anytime there is not an authorized employee on the premises. [", [l'ifre proter°d.on Fire protection meet all regulations, including federal, state and local. Fire extinguishers shall be deployed in accordance with regulations of OSHA and fire inspectors. Periodic testing of alarms, fire extinguishers and fire evacuation procedures shall be conducted. V L Software A Overview This section outlines the standards applying to operating systems, applications, databases and other software tools. Rev.2015.8.6 53 Agreement No. 7434 Security Policies and Procedures ll3 Acclu1isition. oi`soitware It is up to the developer to decide which software tools they will require for their workstation. All regulated software will only be download from trusted sources, such as the Apple App Store, Windows Store, or directly from reputable websites, etc. Unregulated software is allowed, but must be fully documented and approved for use by the ISO. Documentation will include: 1. The source of the software 2. When it was downloaded 3. Who downloaded it for use and; 4. The date the ISO approved the use of the software All software for Windows OS devices is required to be screened for malware prior to installation. Any unauthorized software must be approved and validated, or removed. Users of workstations, netbooks, wireless and other personal devices must not install unapproved software. f m ltpo�-n Source Soi'lwauire The use of open source shareware or open source freeware may only occur if: 1. It is not used in a production environment OR 2. Prior to use it is fully tested, documented and Virtru's personnel are assigned to support it. Checks to be performed include: a. Verify usage license (no strong or weak copyleft licenses) b. Review open CVEs and available patches c. Perform internal security evaluation d. Flag for external security evaluation during next penetration test 3. The source of the software is documented a. URL b. Project lead c. Contributors d. Whether the project is actively maintained 4. The ISO approves of the use tt, isto ct uirnental:ion Documentation for sensitive applications and the operating systems which run those systems shall be stored securely. Backups of all documentation shall be maintained off Rev.2015.8.6 54 Agreement No. 7434 Security Policies and Procedures site. Access to the documentation for sensitive applications and the operating systems will be on a need -to -use basis. E. Change Control wri.d Maintenance All proposed changes to production systems must be registered in the companies issue tracking system. Changes shall be categorized as standard, normal, or emergency. Standard changes are those that are performed frequently and considered low risk. Standard changes are reviewed quarterly and pre -approved for the following quarter. Normal changes are those which are not performed frequently and may pose some risk to the business. Each normal change must be reviewed by a minimum of two super-admins, the CTO and/or VP of engineering prior to being made. Reviewers are responsible for assessing the impact of the change in regards to the functionality, availability, durability, and security of the system. If a consensus among reviewers is reached, the proposed change is sized, sorted, and executed through the standard engineering workflow. Emergency changes are those that are required to rectify some form of degradation of the system. Emergency changes must be reviewed by a minimum of two super-admins. If a consensus is reached, emergency changes can bypass the standard engineering workflow and be made immediately. All changes to production systems must be captured in the company's issue tracking system without exception. F Operating Sryrsi.erris Only approved operating systems will be loaded onto Virtru-owned assets. Before major upgrades to systems, authorization by the ISO and AISO will be required. Default settings must be reviewed prior to installation to identify any security vulnerabilities. These settings will be communicated with all workforce members, or they will surrender their devices to the ISO or AISO for configuration. G. AVi plicA10111s All applications, whether developed or purchased, must comply with Virtru's policies and protection standards. The information owner is responsible for ensuring that these requirements are included during the development or acquisition of software. The protection requirements for applications include: 55 Rev.2015.8.6 Agreement No. 7434 Security Policies and Procedures 1. Access control 2. Authorization 3. Information classification 4. Storage controls 5. Backup and restoration 6. Confidentiality and integrity requirements 7. Audit logs 8. Privacy, export control and other such requirements All product associated applications must use HTTPS to communicate with all remote hosts, both Virtru hosted services and external third parties. HTTP and other non -encrypted communications are not allowed under any scenario. Virtru applications shall treat user credentials with the utmost sensitivity and must follow security best practices for storing and transmitting user credentials. All credentials which are shared with a client device must be sent over HTTPS or another encrypted communication channel. All user credentials which are stored in a data store, must be stored in a benign state so that leakage of information from the data store does not compromise user accounts. All application logs must be sent to a central logging cluster for aggregation and analysis. If. Cojii`ig ul.raflouliftjulri�agemeriit Where possible, Virtru applications and infrastructure follow an immutable paradigm. All changes to production infrastructure and application code is deployed on a brand new Amazon Machine Image (AMI). This allows all changes which are deployed to be tracked and audited. This also means that no configuration or application code will be modified on a production instance. All application servers have osquery installed and configured to monitor key files on the system for any change (File Integrity Monitoring). Any changes to configuration are logged and sent to AWS Cloudwatch Logs, where they trigger an alarm and cause an email to be sent to the Virtru DevOps team for further investigation. Where possible, Virtru utilizes Terraform, Ansible, and other similar tools to define their infrastructure as code. This allows the production infrastructure to be versioned in a git repository and easily audited for change over time. 1. A,ssel.rriiiana.g(,iri(°nti:'(�)aa�ot a.Vr'e The ISO is responsible for maintaining an inventory of software; as such it shall employ software to aid in the management of software assets. Rev.2015.8.6 56 Agreement No. 7434 Security Policies and Procedures 1. Eni.orcerneni. Any workforce member found to have violated these policies may be subject to disciplinary action, up to and including termination of employment. See Sanction Policy. V111. Removable Media Device Policy A. Purpose The purpose of this policy is to minimize the risk of loss or exposure of Confidential or Protected Information maintained by Virtru when it is stored, transferred or accessed on a removable media device. This policy also aims to reduce the risk of acquiring malware infections on computers operated by Company. Any questions or comments about this policy should be directed to the ISO i . lip ope This policy covers all removable media that contains Virtru's data or that is connected to Virtru's network. C. Delminil: ons Removable media: devices or media that is readable and/or writable by the end user and are able to be moved from computer to computer without modification to the computer. This includes flash memory devices such as thumb drives, SD cards, cameras, MP3 players or any other storage medium; removable hard drives (including hard drive -based MP3 players); optical disks such as CD and DVD disks. Encryption: a procedure used to convert data from its original form to a format that is unreadable and/or unusable to anyone without the tools/information needed to reverse the encryption process. Malware: software of malicious intent/impact such as viruses, worms, and spyware. 1: Policy Workforce members may use removable media in their work computers if they take all reasonable and prudent measures to ensure the safety and confidentiality of all information that is downloaded to any removable media or portable device 1. Using Iteranovabllle Media Devices PHI should be stored on removable media only when required in the performance of assigned duties or when responding to legitimate requests for information. When Rev.2015.8.6 57 Agreement No. 7434 Security Policies and Procedures Protected and Confidential information is stored on removable media, it must be encrypted in accordance with Virtru's l p cr.v-)tion SlLmdards. The workforce member shall take all reasonable and prudent measures to physically secure all removable media or to portable devices. Users shall not open or attempt to open the encasement of any removable media or portable devices nor otherwise circumvent any lock system that secures the device or its components. Users should take reasonable measures to secure device at all time and report any lost or stolen removable media or portable devices immediately. Workforce members may not copy information or other sensitive data onto personal devices, unless approved by management in conjunction with the Confidentiality Agreement for Employees. V. IIIDra.'ej Aiwins Exceptions to this policy may be requested on a case -by -case basis by petition to the ISO. G. 1f.efijsrrllll. Virtru reserves the right to refuse the ability to connect removable media devices to the Company network if such media is being used in such a way that puts Virtru's systems, data, users and customers at risk. 1.1. 17nforr r:wniemt Anyone found to have violated this policy may be subject to disciplinary action, up to and including suspension of access to technology resources or termination of employment. A violation of this policy by a temporary worker, contractor or vendor may result in action up to and including termination of their contract or assignment with Virtru. XXIX. Application Recovei-y Plan Virtru backs up of all production data hourly and stores it remotely on two separate Amazon Web Server (AWS) Accounts. These backups are a combination of both differential and full backups. These backups are durable a the same rate as S3 data, each snapshot is 99.99999% durable. 13. Scope These policies apply to all production servers and data that Virtru is responsible for maintaining on behalf of our clients. Rev.2015.8.6 58 Agreement No. 7434 Security Policies and Procedures C 1)ata dwrability and rf.Iiabllit:y Virtru uses Amazon S3 to provide a highly durable storage infrastructure designed for mission -critical and primary data storage. Amazon S3 redundantly stores data in multiple facilities and on multiple devices within each facility. To increase durability, Amazon S3 synchronously stores Virtru's data across multiple facilities before confirming that the data has been successfully stored. In addition, Amazon S3 calculates checksums on all network traffic to detect corruption of data packets when storing or retrieving data. Amazon S3 performs regular, systematic data integrity checks and is automatically self -healing. lf:) ],'n.ciryptiiion Virtru uses Server -side encryption to protect data at rest. Server -side encryption with Amazon S3-managed encryption keys (SSE-S3) employs strong multi -factor encryption by encrypting each object with a unique key. As an additional safeguard, it encrypts the key itself with a master key that it regularly rotates. Amazon S3 server -side encryption uses 256-bit Advanced Encryption Standard (AES-256) to encrypt Virtru's data. 1".. Load balarjcnln,,, Virtru uses Amazon Web Services' Elastic Load Balancing (ELB) to automatically distribute incoming application traffic, to automatically route traffic across multiple instances. and multiple Availability Zones. This is used to insure that only healthy servers are receiving traffic. F. Itestorat ion of datm:;u'I Restoration of production data is done on an as -needed basis. The following employees are responsible for restoration of the application if it is needed: 1. Reuven Gonzales, Lead Developer, or 2. Conor Gilsenan, Developer Ops. The needed backup data will not be restored "on top of the current "bad" data. The restores will be redirected to a new location, and first verified. Upon verification, the "bad" data will be removed from the drive, and stored and relabeled as "old data." Then the backup data will replace the "old data" on the drive. Once the restored data has been verified once more, the "old data" will be destroyed. G. '1'est:uong arui revision. :i f p lwn Once every quarter, after doing a full backup, Virtru will recover the saved data. During hours when the business is closed, we will operate the application using this recovered data in a test mode. The tests will consist of a set of tasks that are designed to exercise the main system functions to confirm that the data is usable and as up-to-date as we expected given the backups that were used to do the recovery. This testing process Rev.2015.8.6 59 Agreement No. 7434 Security Policies and Procedures should take an hour. The restore process should take an hour or two, once the files are retrieved. If the process does not work as documented in our policy, it will be updated to reflect the actual procedure we need to implement to achieve successful recovery and operation. Whenever we make changes to software or hardware, we will create/update and test using our Inventory of Devices/Software Assets and store this checklist in the Security Documentation Library. ® Network AttachedStorage and Workstationc a A. Overview Virtru recognizes that the backup and maintenance of data in the Network Attached Storage (NAS) and individual workstations are critical to operations. It is essential that certain basic standard practices be followed to ensure that data files are backed up on a regular basis. B. 1)oIicy Virtru will be using a Synology DS1515+ Network Attached Storage for backing up all workstations, firewall logs, and video surveillance footage. This data will also be backed up to a Amazon Web Services Glacier account. 1 1;'° a c.k uu. ui pu uG software Virtru uses Cloud Station software to perform all backups. This will be installed on all workstations and must not be disabled by the user for more than one (1) business day. The software will maintain one month of file versions for restoring purposes 1:) llernote ba.ckupp s Virtru will provide a Virtual Private Network (VPN) for employees to login to for backing up their devices. Credentials for the VPM will be provided to remote employees, and they will be expected to configure their devices properly. If they are unsure, or have issue in setup, the IT department will be available for configuration assistance. E'. Local backups Virtru encourages all users to do daily local backups of their data. These backups are to be encrypted using the encryption standards listed below. Any local backups must be surrendered at the time an employee no longer is employed by Virtru. Rev.2015.8.6 60 Agreement No. 7434 Security Policies and Procedures F. CIE cryp ion of bacV4..ups The backups of data will be encrypted on the NAS using AES 256 bit encryption. Any local backups that employees make must be encrypted at a minimum of 256 bit encryption. G. It.eslorin,g data In the event that a workstation fails, is stolen, or is damaged whether physically or by malware. It is the policy of Virtru that this device will be replaced within 24 hours. The IT department will be responsible for reprovisioning this device, and testing that the workstation is functioning properly before giving the device to the employee. 11 1°pryforce ieirit Anyone found to have violated this policy may be subject to disciplinary action, up to and including suspension of access to technology resources or termination of employment. A violation of this policy by a temporary worker, contractor or vendor may result in action up to and including termination of their contract or assignment with Virtru. XXXI. Information Into rity Management Policy A. Overview The other policies in this document contribute to the integrity of the data in our systems. Notably, the Data Backup Plan, the Access Control Policy, and the Malware Management Policy contribute to data integrity. In addition to these, we add the following policy elements. 13. 1:10 icy Virtru will configure our applications software to use the available edits on data that is entered into our systems. These edits will check for internal data consistency, reasonableness of data, and logical relations among data items. XXXII. Security Incident Mana ent Policy A., Overview Virtru recognizes that, despite having reasonable security safeguards, we may have security incidents. 11, 111,r- oc.edures To manage these incidents, Virtru will do the following: 61 Rev.2015.8.6 Agreement No. 7434 Security Policies and Procedures 1. We will train each workforce member to recognize the common telltale signs of a security incident. When a member of the workforce detects one of these signs, he/she will be responsible for notifying the ISO. 2. The ISO will maintain a set of tests to detect events in the system logs that may indicate security incidents. These tests will be written into a script and run against the system log on a daily basis or whenever needed. The tests currently are: a) Account creation/deletion b) High volume of unsuccessful logon attempts c) Alerts from our malware monitoring systems d) High volume of file or database access/creation/deletion activity for the time of day, or for day of the week e) Account activity at unusual times of the day or night f) Absence of expected log records of activity when expected g) Unusual level of record access for a given account h) Daily logs will be tested by the firewall in real time, i) User data will be reviewed weekly j) Logs for the past month will be retained. When anomalies are discovered, the script will provide a report that is immediately brought to the attention of the ISO or designee as a potential security incident. k) Account lock out due to excessive password retry failure. The ISO will determine, in consultation with others if needed, whether an event is a security incident. If an event is a security incident, the ISO (or designee) will proceed to contain and repair damage from the incident by working with staff, vendors, and Business Associates as needed. The security incident will be tracked in JIRA and treated as an application defect. A log of relevant actions taken to contain and repair the damage will be stored in JIRA. The permanent home of this log will be in the Security Documentation Library. The ISO will determine if the event involves a workforce member action that is covered under the sanction policy and will follow that policy. The ISO will determine if the event represents a security incident for which a Business Associate is responsible. If so, the ISO will follow our Incident and Breach Policy in this area. Rev.2015.8.6 62 Agreement No. 7434 Security Policies and Procedures If an event is a security incident, the ISO (or designee) will proceed to contain and repair damage from the incident by working with staff, vendors, and Business Associate relations in order to further deter future incidents of the same type. XXXIII. Security evie colic A. Overview We recognize that our underlying security risk will change and our ability to manage this risk will improve over time. To ensure that we adjust our policies and procedures to take these two factors into account, we will review our Security Policies and Procedures annually. The ISO will lead this review and involve others as needed. Documentation of the review will be contained in a document called Annual Security Review and restored in the Security Documentation Library for Notebookl. 13. Procedure At a minimum, the review process will consist of: 1. Evaluating changes in the last year that may affect our Security Policy. These will include changes in: a) Number, sizes or locations of our business sites b) Our workforce size and composition c) Hardware/software d) State or federal laws that apply to us e) Type of medical insurance that we provide 2. Reading each Policy to determine whether or not the changes may affect it and/or the practices driven by the Policy. We will make a list of changes that need to be made, then write a paragraph describing how. 3. Creating a list of changes in Policies and/or Procedures that our Company will carry out. 4. Developing and implementing any changes in our Policies and Procedures on a timely basis. Rev.2015.8.6 63 Agreement No. 7434 Security Policies and Procedures Rev.2015.8.6 64 Agreement No. 7434 Security Policies and Procedures Rev.2015.8.6 65 Agreement No. 7434 Security Policies and Procedures A. Change Logy The Change Logs are logs and reports that are reviewed, at a minimum, twice a year. It provides information on programs available and which employees have access to which programs. The actual logs are found in the Change Control Logs for Security section of the documents. 1. Annual Security Review 2. Application/Database Change 3. Employee Access 4. Incident - Disaster 5. Maintenance 6. Media Sanitization 7. Operating System Changes Audit 8. Organizational Chart/Electronic Asset Management 9. Network Change 10. Physical Entry Access 11. Responsibility Change 66 Rev.2015.8.6 Agreement No. 7434 B. Information Security Committee Information Security Officer: Will Ackerly will ackerly0vi arti.coni (202) 577-3683 Information Security Committee: Jordan Duggan lordancoftirtru.co (919) 696-7936 Reuven Gonzales, Director of Operations Cell: (949) 878-6154 r 'i j Le nL(s) it rL s,com Conor Gflsenan, Operations Developer Cell: 973-986-6650 � 10 110 1 Rev.2015.8.6 67 Agreement No. 7434 Disaster Recovery Plan for Virtru We define a disaster as any event that affects our information systems and, as a result, substantially interferes with the operations of our business. Examples are fire, flood, hardware failure of critical elements (servers), software failures, theft, chemical/radiation hazard, and sabotage. Our definition of recovering from a disaster is taking all the actions needed to restore the systems to their normal operational state. Our plan to recover from disasters is described below. 1. What we will do to prepare to perform a disaster recovery: A. We will train the workforce to recognize and report a disaster. B. We will organize the workforce responsibilities so that during a recovery we are not dependent on only one person for any critical step. C. We will report disasters to the ISO and AISO. The ISO will make the formal determination as to whether or not to classify the event as a disaster. D. We will store paper backup copies of key disaster related documents with the offsite backups. These documents will include a List of Support Contacts - vendor, reseller, and/or support group contact information for all of our software and hardware. E. We will keep an Inventory of Device/Software Assets for [Name of Business]-- a detailed checklist for each asset, such as the server, PCs, the router, network switch, databases, and software programs containing tasks that must be completed to recover that asset. The list will include key data about the device including a party responsible for the recovery whose role is to diagnose and, if needed, repair, replace, and/or rebuild a device. F. We will have current copies of system data and software available at the off site location, as our data backup plan specifies. 1 Agreement No. 7434 2. Once the ISO (or designee) has certified a disaster, we will: A. Use the ISO or designee to facilitate the recovery. The facilitator will direct the recovery process, coordination and communication of the actions of the various parties that are involved in the recovery. B. Determine which devices/software (e.g. servers, PCs, power units, AC units) are not functioning normally, conferring with the appropriate staff, vendors, and other support personnel to make this determination. When in doubt about the status of the device, we will either use a test that is described in the IT Assets Recovery Checklist for the device/system or depend on the recovery responsible party to make this determination. C. Review the Inventory of Device/Software Assets for the devices to be recovered. Each checklist will have as an initial task, "Contact the appropriate parties responsible for restoring the devices/software to be recovered." Guidance and other recovery activities from these parties are key contributors to the recovery process. D. After all of the non-functioning assets have been restored, follow the instructions in the part of the Emergency Operations Plan that deals with what to do when the system is available again. Agreement No. 7434 Emergency Planning & Crisis Management Tea (EPC T). • Will Ackerly, CTO & ISO • Jordan Duggan, VP of Product & Development & AISO • Reuven Gonzales, Director of Operations • Conor Gilsenan, Operations Developer • Zack Nelson, Director of Development Primary Disaster coordination handled through: Crisis Manager 1: Reuven Gonzales, Director of Operations Cell: (949) 878-6154 reuver �virtr�u.coa11 Crisis Manager 2: Conor Gilsenan, Operations Developer Cell: 973-986-6650 coraor vu trmu. Other e ers' Contact Information • Zack Nelson 443-834-3791 • Payam Abedi 703-656-6227 • Tyler Biscoe 301-642-8844 • Jon Gilpen 303-358-6689 • Jason Ghent 803-658-6645 Off -Site Meeting Location Used if team needs to meet to formulate an action plan. If primary location is not accessible, we may need to operate from an off -site locations such as: Employees' Home Offices Jack Rose Restaurant Extended off -site locations will be determined after assessing the severity of the disaster. Agreement No. 7434 r � � Maxim.unb. Tolerable Downtime (MTfD) The total amount of time our company is willing to accept for an outage or disruption, including all impact considerations. This guides our Crisis Management Team in determining the selection of an appropriate recovery method, and the depth of detail which will be required when developing recovery procedures, including their scope and content. Recovery Point Objective (RPO) This is the point in time, prior to a disaster or disruptive event, which our company has accepted for data loss. RPO determines the frequency of our data backups. When determining RPO, we need to consider how much newly entered data we can afford to lose. Therefore, if RPO is set to 4 hours, then we must have offsite backups maintained every 4 hours. Recovery Time Objective (RTO) RTO determines the target time for recommencement of business activity. The Crisis Management Team will determine what business functions (i.e. telecommunications, web servers, etc.) should be restored based on priority. Working Recovery'rime (WRT) This is the time our company will spend recovering lost data and work backlog, and testing and verifying data and systems. WRT usually is the difference between MTD and RTO. 4 Agreement No. 7434 (10 ✓ '00, no 0 14, N 70 0 4, hours —h o I Ihour Physical Security Example Times M'uno()�saster and Major Usaster (See next page) Agreement No. 7434 Internal Network The server and network must be functioning in order for any of our other information systems to function. We could afford to be without the server/network for ten (10) minutes without materially affecting our business. If the server/network is down for longer than ten (10) minutes, staff will switch over the mobile tethering, or will go to an approved location to continue their work. Production Servers Production servers must be functioning at all times in order for our applications to work. We cannot afford to be without the production servers without materially affecting our business. Traffic will be automatically routed to another server via Amazon Web Services' Elastic Load Balancing. Workstations If a workstation crashes, we can easily use another one with only modest inconvenience. Ideally, we would like to replace/restore a workstation within 72 hours. Printer and Fax We have two multifunction printers. We can lose all printers for up to a week with little effect on data flow. Email and Web Browser Currently, we can function for no more than 10 minutes without email or web browsing. We will tether devices via smartphones after that time. Wireless Network We have a wireless network and the office depends on it for routine transactions. A backup router is available; it is preconfigured and encrypted using WPA2-AES. IT Resources We depend on the availability of certain employees and our IT service provider to diagnose and fix problems quickly. A chain of contacts is available in this document. Power and HVAC Equipment We depend on external power and environmental equipment (especially our AC unit) to maintain the power and environmental support for our system. Failure of either of these systems could inhibit the use of our IT systems, and could also stop us from doing business. These failures are not IT -specific risks. We are comfortable enough with the track record of these services not to need more than a short term UPS to allow us to smoothly shut the network down in the event of a sustained power outage. We have to yearly revisit the question of whether or not we need Agreement No. 7434 more power/environmental backup to ensure that the satellite site will able to operate even if power/cooling at the main site is out. Agreement No. 7434 Disaster Timeframes Table fThis is a sample, Please fill in according to Virtru's standards. Functions can include departments, as listed below, or they can include more specific tasks, such as invoicing.) Minor Disaster Major Disaster Function MTD RTO WRT RPO MTD RTO WRT RPO Physical Security 1 hour 30 minutes 30 minutes 4 hours 1 hour 30 minutes 30 minutes 4 hours (office/suite) IT (server, hardware, WRT t equipment) Sales and Marketing Administration HR . . . ............ Agreement No. 7434 . • r For a disaster where you will need to leave the building: If a disaster happens during normal business hours all Company employees will meet at Jack Rose Restaurant, 2007 18th St NW, Washington, DC 20009. This will prevent Company employees from being in the way of emergency crews. A head count by managers will determine if all staff members have fully exited the building. Headcount numbers will be brought to the ISO or CEO, If the disaster happens after the meeting location has closed, employees will wait outside of the same address. For a disaster where you will need to stay in the building: If a disaster happens during normal business hours, all Company employees will meet in the Basement. A head count will determine if all staff members have fully exited the suite. See above for head count procedures. Agreement No. 7434 If or when a disaster happens, certain contacts will need to be made. Operation Employee Current enrollment processes (any Will Ackerly Notify carriers of current situation —give cell pending business) number if needed. Communications Will Ackerly ' eBlast to client list IT —phones, faxes, e-mail John Ackerly Set up remote office Payroll -Banking Notify payroll/banking institutions of disaster issues -Commissions John Ackerly and action plan 10 Agreement No. 7434 If or when a disaster happens, certain items may need to be replaced: 1. 3 UPS (Uninterruptible Power Supply) (s) (Batteries) 2. Network Attached Storage (NAS) 3. Network Switch(s) 4. Network cable(s) S. Power cable(s) 6. Power strip(s) 7. Monitor(s) / Monitor Cable(s) 8. Keyboard(s) / Mouse(s) 9. Firewall 10. Workstation(s) / Laptop(s) 11. Phone(s) & Headsets 12. Security Camera 13. Electronic Door Lock 14. Video Conference Microphones 15. Minifridge 16. Projector 17. Software a. OSX b. Windows c. Acrobat d. Office Suite 18.Paper a. Printer paper b. Sticky notes c. New Checks 19. Multifunction Color Printer 20.Office Furniture/Equipment 21. Carrier (Marketing) Supplies 22.Office Supplies 11 Agreement No. 7434 11111TATJOPIMI 12 Agreement No. 7434 If the fire alarm goes off during business hours, evacuate the building immediately. If you discover a fire or smell heavy smoke inside building: DO NOT ATTEMPT TO FIGHT THE FIRE!! 1. Pull fire alarm, evacuate the building and call 911 on the way out of the building 2. Perform head count at the designated assembly point O If anyone is missing, call their cwrz.Q�wrtai to determine if the missing individual has made contact with them. If they have not, alert the authorities. 3. Action Plan - developed by EPCMT O Re -open based on damage O If the office must remain closed: ■ Notify employees and/or employees crr°cW rNen:c oatacts. 0 If there is any impact to customer operations, email all clients with a status update and recovery plan. NOTE. First Aid kit located in the drawer of the white cabinet located to the right of the spiral staircase. 13 Agreement No. 7434 14 Agreement No. 7434 During an Earthquake DO NOT USE THE ELEVATOR DURING AN EMERGENCY EVACUATION. If you're indoors, stay there. Get under -- and hold onto --a desk or table, or stand against an interior wall. Stay clear of exterior walls, glass, heavy furniture, fireplaces and appliances. The kitchen is a particularly dangerous spot. If you're in an office building, stay away from windows and outside walls and do not use the elevator. If you're outside, get into the open. Stay clear of buildings, power lines or anything else that could fall on you. After an Earthquake • Perform head count at the designated assembly point O If anyone is missing, call their enillcn,gxency cogtacts to determine if the missing individual has made contact with them. If they have not, alert the authorities. • Shut down systems, if time permits, see Emergency Shutdown Procedures O Check for fire or fire hazards. If you smell gas, shut off the main gas valve. If there's evidence of damage to electrical wiring, shut off the power at the control box. O If the phone is working, only use it in case of emergency. Likewise, avoid driving if possible to keep the streets clear for emergency vehicles. is Agreement No. 7434 O Be aware that items may fall out of cupboards or closets when the door is opened, and also that chimneys can be weakened and fall with a touch. Check for cracks and damage to the roof and foundation of your home. O Listen to the radio for important information and instructions. Remember that aftershocks, sometimes large enough to cause damage in their own right, generally follow large quakes. o If you leave home, leave a message telling friends and family your location. 0 Action Plan - developed by EPCMT O Re -open based on damage O If the office must remain closed: ■ Notify employees and/or employees Liij _mi e c,V contacts. 0' If there is any impact to customer operations, email all clients with a status update and recovery plan. NOTE. First Aid kit located in the drawer of the white cabinet located to the right of the spiral staircase. 16 Agreement No. 7434 HTSIAT-OV 17 Agreement No. 7434 If the city or county signal a tornado warning, move away from the perimeter of the building and any exterior glass. DO NOT USE ANY ELEVATORS DURING AN EMERGENCY EVACUATION. 1. Move to the basement of the office suite. 2. Shutdown systems, if time permits, see Emergency Shutdown Procedures 3. Perform head count at the designated assembly point O If anyone is missing, call their eniergeligy r ontacrs to determine if the missing individual has made contact with them. If they have not, alert the authorities. 4. Action Plan -developed by EPCMT O Re -open based on damage O If the office must remain closed: ■I Notify employees and/or employees tcLiorrtacts. ■ If there is any impact to customer operations, email all clients with a status update and recovery plan. NOTE. First Aid kit located in the drawer of the white cabinet located to the right of the spiral staircase. 18 Agreement No. 7434 19 Agreement No. 7434 1. Evaluate the situation O Shutdown systems routine, see Emergency Shutdown Procedures O Perform head count ■ If anyone is missing, call their to determine if the missing individual has made contact with them. If they have not, alert the authorities. 2. Action Plan -developed by EPCMT O Remain open - based on damage or location M Relocate staff within suite ■' Evaluate IT requirements O Close - send staff home ■' Re -open based on damage If the office must remain closed: 0 Notify employees and/or employees e er ency 0 If there is any impact to customer operations, email all clients with a status update and recovery plan. 20 Agreement No. 7434 21 Agreement No. 7434 If the building is in a disastrous state after working hours, the EPCMT will notify employees. See Virtru Phone Tree. If re -opening on a workday at the primary location: 1. Verify location is safe for operations - including systems 2. Communications a. Emergency Contact List b. Client Blast If NOT re -opening on the following workday at the primary location: 1. The EPCMT must decide estimated length of time we will not be able to function a. If less than or equal to one day, office is closed. i. [Name of Business] will open the following work day ii. Verify location is safe for operations iii. Communications 1. Emergency Contact List 2. Client Blast 2. If office needs to move to secondary location or close for a short period of time. a. The EPCMT meets to develop a plan of action b. Determine the validity of systems i. If valid, move critical systems to secondary location ii. If not valid, retrieve necessary items and contact suppliers for new systems 1. Restore systems from backups 2. Restore connectivity a. Skeleton crew of selected staff members (possibly several from each department) 22 Agreement No. 7434 c. Communications i. Emergency Contact List ii. Client Blast 3. If office needs to move to secondary location or close for a longer period of time: a.The EPCMT meets to develop a plan of action b. Determine the validity of Systems i. If valid, move critical systems to secondary location ii. If not valid, retrieve necessary items and contact suppliers for new systems 1. Restore systems from backups 2. Restore connectivity ii. Determine staff needs - full or partial capacity iii. Communications 1. Emergency Contact List 2. Client Blast 23 Agreement No. 7434 i lil,llmf: ■ �TWO 24 Agreement No. 7434 25 Agreement No. 7434 26 Agreement No. 7434 If an electrocution occurs while working in server room, staff will pull all of the UPS cords from the outlet by the interior door. If that outlet is inaccessible due to fire or victim's position, staff will shut off the power at the breaker, located in the basement on the wall to the left of the TV. If there is a fire within the building or suite, staff should concentrate on notifying authorities. If there is severe flooding that threatens to affect the server room, staff will shutdown and unplug all equipment and move it to the second story platform of the suite. 27 Agreement No. 7434 CERTIFICATE OF REGISTRATION Information Security Management System -ISO/IEC 27001:2013 The Certification Body of BrightLine hereby certifies that the following organization operates an Information Security Management System that conforms to the requirements of ISO/IEC 27001:2013 e for the following scope of registration The scope ofthe ISOAEC 27001:2013 certification is limited to the information security management system (ISMS), which supports ServiceNow as a provider of cloud -based solutions that define, structure, manage and automate services across the global enterprise, as well as all supporting resources including global data center operations and infrastructure, applications, end -user services, and product development, and in accordance with the Statement of Applicability, approved July 28, 2015. Assets within scope of the ISMS include: internal information assets, customer data, software, hardware, people, and physical assets to host, support and operate the cloud -based solutions. The data centers in the following locations house the infrastructure used to deliver the cloud -based solutions: Virginia, California, Florida, Washington, Montreal, Toronto, London, Amsterdam, Geneva, Zurich, Sydney, Brisbane, Singapore, Hong Kong, Sao Paulo and Campinas. Additionally, ServieeNow uses Amazon Web Services (AWS) to host some ServiceWatch customers. Excluded from the scope are all operations of third party data centers and AWS. the scope of this certification includes the following locations: Santa Clara (HQ): 3260 Jay Street, Santa Clara, California, 95054, United States San Diego: 4810 Eastgate Mall, San Diego, California, 92121, United States Kirkland:4400 Carillon Point, Kirkland, Washington, 98033, United States Orlando: 3501 Quadrangle Blvd, Suite 150, Orlando, FL 32817, United States Amsterdam (EMEA HQ): Hoekenrode 3,1102 BR Amsterdam, The Netherlands London: 3rd Floor, Future House, The Glanty, Egham, Surrey, TW20 9AH, United Kingdom Sydney: Level 21, 50 Bridge St, Sydney, New South Wales, 2000, Australia Issue Date September 29, 2015 f,C[[ IdS I... IIPI (J", Certificate Number: 1980700-4 Original Registration Date Expiration Date Certificate Version December 17, 2012 September 28, 2018 Version 4 I• "j I,I vm I✓e,, 1, r v, 1+t^ ,u ^n.ial I„r tfo,ln� .r n -enul I' 'JA i ail I,,iry e�AI F rrir,l ,r an r,,, ,I , n it hrr•, +'r rll n,. � .;cl.,,°,,, ,rl ^I "ii ,�nr, ed ,, d�'rr 1. br• r d w,td, �i err: ,r ,a ii r8ry ,I 4TI1 on.-)^ ,.^ii s�i ^l. iblr fo•agi, it v, P'+ �,I.y -. t 1 rf�rr: ,r vi urPJir ,r i i�r In ., U0d A�,I,d jIn ru r„r�i er I<, � ,;nr,7 �nr � I ^.,ini ni �i rsf r r F�.i' iIFL11v ,f u,F...;^ f i j "1 ij r :r r.'rrI, Iy,I'Ir) ,I a I �di.. rr, yc. fr ii..,-.? TI en!i.i=y , I ; , r t ririty ,'nz ,N rrMl �.htt. enf ,k ;crony Agreement No: 7434 "oniptt .rit doudsolutions built for gowrn.rnent agerwies Whether spurred by the need to Increase efficiency, meet government mandates or deal with rapidly expanding data sets and workloads, more and more agencies are moving some or all of their applications or Infrastructure to the cloud. However, for many agencies, the most cost-effective, secure and efficient solution Is a hybrid cloud model that allows them to not only leverage their existing Investments In IT Infrastructure, but also extend their systems seamlessly to the technology platform that best meets their needs. VMware'5, the global leader In vlrtuallzatlon and cloud Infrastructure, and QTS, a trusted cloud operator and leading provider of hybrid cloud services and managed hosting for government agencies and enterprises, have partnered to deliver VMware vCloud'° Government Service provided by Carpathla' (A QTS Company). vCloud Government Service Is an enterprise -class hybrid cloud service designed to run new and existing appllcatlons In exactly the same way, giving government organizations application and data mobility. Being able to use existing people, processes, tools, and automation enables government organizations to focus on the benefits of the cloud to their mission, rather than taking time and resources to re-archltect for new Infrastructure. Federal organizations can securely extend their data centers to the cloud quickly and confidently, using an Integrated cloud Infrastructure with the security of a JAB -based FedRAMP Provisional Authorization. KEY FEATURES Robust Security and Compliance 9 vCloud Government Service Is a secure cloud platform that enables R Ease of Use — Leverage customers to maintain security and data protection that meets a your existing Investments In broad range of regulations, standards, and best practices Including applications and Infrastructure FedRAMP, International Traffic Arms Regulations (ITAR), RIPS 140-2, and avoid the complexity of and AT 101 SOC Type 2. re-archltecting for public cloud Efficiency and Manageability Infrastructure R Secure and Compliant — Secure Agencies can write, deploy, and manage applications In the cloud cloud platform, with security In the same way they do today, without making any changes controls designed to meet or additional investments. With management tools consistent the unique requirements of across on premises and cloud environments, you can accelerate government customers, most application deployments, streamline the deployment and update notably the FedRAMP standards process, leverage pre -built components, and reuse application Hybrid — True hybrid cloud solution models across environments, and clouds. enables both onslte and offslte IT environments to run new and Seamless Network Integration existing applications seamlessly I vCloud Government Service Is built on a seamless virtuallzed 0 Fastest Path to Cloud Value — Use network that is quickly customlzable to support your application a common platform to leverage and security needs. Network virtuallzatlon allows you to configure Internal and external cloud your firewalls and network as If they were In your own data center resources without having to retrain so that you can replicate the network your applications need to your staff, and lower overall costs operate. Get common Identity and access management across your onslte and offslte cloud locations. �M OOTS"D DATA SOLVED. Agreement No. 7434 Miy vCloudeminent Bald vCloud Government Service has a FedRAMP Provisional Authority to Operate (P-ATO) and Is generally available to U.S. government and defense organizations. It can be used for a variety of applications and workloads Including: 11 Test and development Packaged application hosting Backup and Disaster Recovery I Web hosting and customer service On -demand data center expansion Trusted Cloud Services OTS Is redefining the Industry with trusted cloud services that leverage Innovation to Improve the flexibility, scalablllty, and cost-effectiveness of cloud services. OTS Realty Trust, Inc. (NYSE: OTS) 0 We are a trusted cloud operator with past performance serving Is a leading provider of secure, compliant data center solutions the government market — Including DoD, Civilian and Intelligence and fully managed services, and agencies — across multiple programs and applications the owner of Carpathla Hosting, a OTS data centers deliver the highest levels of security and leading provider of hybrid cloud compliance, and meet many compliance standards Including FISMA, services and managed hosting. DIACAP, PCI, and HIPAA OTS' Integrated technology B We hold a number of certifications and accredltations across multiple service platform of custom data federal agencies and programs and support over 50 Federal systems center (C1), colocation (C2) and holding active Authorizations to Operate (ATO) cloud and managed services (C3) provides flexible, scalable, Security secure IT solutions for web and IT applications. OTS' Critical Facilities Management (CFM) provides vCloud Government Service operates with a FedRAMP Provisional Increased efficiency and greater Authorization to Operate (P-ATO) Issued by the Joint Authorization performance for data center Board (JAB). Built with a defense In-depth strategy that puts our owners and operators. OTS owns, customers' critical applications and data In the Innermost ring, our operates or manages 25 data people, processes and procedures ensure 100 percent compliance at centers and bsupports more than Implementation and through the Ilfecycle of the project. 1,000 customers In North America, Europe and Asia Pacific. Hybrid Options M vCloud Government Service Is a true enterprise -class hybrid cloud service, offering a seamless platform for migrating and managing workloads between dedicated virtuallzed environments, on -premise Infrastructures, third -party data centers and the cloud. 04 O 00T =:i r TSDATACENTERS.COM 877.OTS. DATA Agreement No. 7434 March 10, 2016 State of Utah Division of Purchasing 3150 State Office Building Capitol Hill Salt Lake City, Utah 84114 Mr. Hughes: As a privately owned company, Carahsoft Technology Corp. does not report to D&B. As such, the information in D&B is incorrect. To support you to determine that we have the financial resource to perform the contract we provide you the following information. We are a stable, conservative and profitable company. Carahsoft continues to grow as noted by our year over year revenue below: 2010 $820 Million 2011 $1.12 Billion 2012 $1.46 Billion 2013 $1.81 Billion 2014 $2.45 Billion 2015 $3 Billion We currently employ close to 500 employees. To support you to determine that we have the financial resource to perform the contract we provide you the following information: We maintain a $25M line of credit available (currently 100% available) with Xenith Bank. I have included a recent banking clarification letter from Xenith. Mr. Joe Humphries is the Regional President and can be reached at 703-869-3610 if you need any information from him. We have received numerous accolades including: • For the 6th consecutive year CRN's 2012 Fast Growth List • Washington Business Journal's 2012 List of Largest Government Contractors in Metro DC • Third consecutive year Washington SmartCEO magazine's 2012 Future 50 list which recognizes the metro areas fastest growing companies. Should you require additional details please call me and I can discuss our confidential financial information with you or provide you trade references that can further assist you. Sincerely, Jillian Dewey Szczepanek Controller Agreement No. 7434 Carahsoft Technology Corp. Credit Information Risk of Late Payment Higher Risk Lower Risk Risk of late payment is based on the following prioritized factors in addition to other information in D&B's files: • Proportion of slow payments in recent months • Higher risk industry based on delinquency rates for this industry • Increase in proportion of delinquent payments in recent payment experiences • Proportion of past due balances to total amount owing • Evidence of open liens Indications of slowness can be the result of disputes over merchandise, skipped invoices, etc. DUNS: 08-836-5767 Payment Performance Trend The payment performance trend for this company is Increased . Payment Trend currently is Increased compared to payments three months ago. The most recent payment information in D&B's files is: • Payments currently: 11 days beyond terms • Payments 3 months ago: 19 DAYS BEYOND terms • Industry average: 5 DAYS BEYOND terms *Note: Payments to suppliers are averaged weighted by dollar amounts. r � ,. , , . , rrrrrrrrrrrrrrrrrrrrrrrrr � i ,/ / / , // ✓ � r„ r�,,, „/ riii ✓i / u r r � / j/ � % r ,,,,,r,,,;;., „, ��,�,.:".r //r ..,,r�,,,ii/i „/rri rc, rii ✓,„,/�rr�/,. ,,,/iii/////i�/ r, � ..../ � r,. /� /i� / /.../D/, a/�. Recommendation Date: 11/18/2015 Risk Category High Conservative Credit Limit $0 Aggressive Credit Limit $0 Chief Executive: DIRECTOR(S): THE OFFICER(S) Type of Business: NA Years in Business: NA Annual Sales: I PI"i Moderate Low Line of Business: Whol computers/peripherals 1000000000 Agreement No. 7434 Employees Total: 500 The public record items reported may have been paid, terminated, vacated or released prior to the date this data is transmitted. Accounts are sometimes placed for collection even though the existence or amount of the debt is disputed_ Thisreport is prepared and provided under contract for the exclusive use of This report may not be reproduced in whole or in part by any means of reproduction. Payment Trends Address: 1860 Michael Faraday Dr, Suite 100 Reston, VA 20190 D-U-N-S Number: 08-836-5767 This is a single location. Payment Activity Total payment Experiences in D&Bs 48 File: Payments Within Terms: 72% (not dollar weighted) Total Placed For Collection: NA Average Highest Credit: $2,379,615 Largest High Credit: $20,000,000 Highest Now Owing: $20,000,000 Highest Past Due: $4,000,000 Primary Industry SIC: 5045 Description: Whol computers/peripherals Indications of slowness can be the result of dispute over merchandise, skipped invoices, etc- Accounts are sometimes placed for collection even though the existence or amount of the debt is disputed- 7434 3 Month PAYDEX® 24 Month PAYDEX® 7 5 � 7 3 A When weighted by dollar amount, When weighted by dollar amount, payments to suppliers average 8 days beyond terms payments to suppliers average 11 days beyond terms terms. terms. 75 73 100 look 120 Days Slow 30 Days Slaw Prompt '20 Days Slow 30 Days Slur, Prompt Based on payments collected over the last 3 months Based on payments collected over the last 24 months PAYDEX ® Trends - This Company, 12 Months 100 11 f i so <q 60 40 20 J 0 Jan Ntar Nlnv Jul Sep Nov 2015 2015 2015 2015 2015 2015 De_ Feb Apr Jun Aug Oct 2014 2015 2015 2015 2015 2015 .I..l,.uis Company (73) Based on payments collected over the last 12 months o Current PAYDEX® for this Business is 73, or equal to 11 days beyond terms terms • The 12-month high is 73, or equal to 11 DAYS BEYOND terms The 12-month low is 63. or equal to 11 DAYS BEYOND terms PAYDEX 0 Score Comparison - This Company to Primary Industry Comparison, 4 Quarters Agreement No. 7434 60 40 20 o 04 2014 ......._ m�, , ,.. w�� �,......�. 01 2015 02 2015 * My Compaiiny (73) ann hidusrtry Medt an () * Industry Upper Quar1fle (80) a Industry Me pan (70) Based on payments collected over the last 4 quarters * Current PAYDEXO for this Business is 73, or equal to 11 days beyond terms Current PAYDEXO for this Business is 77 , or equal to 5 DAYS BEYOND terms Industry upper quartile represents the performance of the payers in the 75th percentile Industry lower quartile represents the performance of the payers in the 25th percentile Business Payment Habit by Amount of Credit Extended, 24 Months WAR . , . / Over 100,000 24 50,000-100,000 " u 1 15,000-49,999 5 5,000-14,999 4 i 1,000-4,999 1 under1,000 MEMNON= 3 How to Read the D&B PAYDEX ® Score 03 2015 $90,200,000 $85,000 $110,000 $27,500 $2,500 $400 i O eV � sk rf 9 ltrf (',ym cvr r�ava r ar„u:'u I[:'rao`arr jjA to 30 day", w llhiirW tom) is Vd� 11M� rll,1 Risk ',I' A"a;r; ,r ty a�"¢ial' (aaWra.wafr,3 30 or Orra s I` eryorcf torrri^a) JW� �mviinuvl �aaaa r ar1r,"z 'SUJ Per 00 day", ha(,yon d uaerrl'us') r I eem ent No. 7434 ©Dun & Bradstreet, Inc. 2015. All rights reserved. Attachment p Agreement No. 7434 311I2016 AODocs Terms of Service- Version published on the Web Site AODocs Terms of Service - Version published on the Web Site TERMS OF SERVICE These Terms of Service ("Terms") are a legal agreement between Altirnao, Inc., herein "Altirnao", having an office and place of business at 221 Kearny Street, Suite 300, San Francisco, CA 94103, USA, and the person or entity agreeing to the terims herein ("Customer", "You" o "you"). By using or accessing any park of AODocs (the "Service"), You agree that You have readl, understand, and agree to be bound by all of the terms and conditions contained herein. If You do not agree to these Terms, You must not use or access the Service. If You are entering into this Terms on behalf of a company, You represent that You have the authority to bind that company to these Terms. If You have purchased a license to use AODocs through an Altirnao reseller, You also agrees to comply with the terms of any agreement between You and such reseller. In the event of an inconsistency between these Terms and any such reseller agreements, these Terms shall control. Description of Service AODocs is an online document management solution for Google Apps. The Service is offered and provided subject to these Terms and solely for Your business purposes. You may connect to the Service using any Internet browser supported by the Service. The Service requires one or more Google Apps for Business account that will be the owner(s) of all files stored and managed by the Service. The Service stores all the files that it stores and manages for You in the Google Drive account(s) that You wild assign to AOD,ocs when You deploy AODocs. You understand and acknowledge that You are solely responsible for obtaining the Internet access and all equipment necessary to use the Service, for appropriately configuring Your Google Apps account(s) and for allocating a sufficient number of accounts and sufficient Google Drive storage space to allow proper operation of the Service, as per the recommendation of Altirnao's technical support or product documentation. You also understand and agree that content you store through your use of the Service will be made available to Google as part of Google providing the Google Apps service. All fees associated with the foregoing shall be paid by You. Modifications To these Terms: Altirnao reserves the right to update and change the Terms of Service upon notice from time to time. You will be provided notice of any such modification by electronic mail or by the publishing of such on the website htt : o ocs .co - s rvice . You may terminate your use of the Service if the Terms are modified in a manner that substantially affects your rights in connection with use of the Service. Your continued use of the Service after any such changes shall constitute your consent to such changes. You can review the most current version of the Terms of Service at any time at http://`ww,w,aodocs.com/terms -of-service. To the Service: Altirnao may make changes to the Service from time to time. Altirnao will notify you of any material changes or modifications. Any updates, upgrades, additions or new features to the Service, including the release of new tools and resources, shall be subject to these Terms and may require you to agree to additional terms and conditions. https J/docs.google.com/document/d/l 76pdFCOVCRYHpWwVeStsol1 fA-6KLQe6x4nQlxky24/pub 117 3/1/2016 AODocs Terms of Service- Version published on the Web Site Agreement No. 7434 Use of the Service Access to Service: Access to the Service is only available to the Customer and the end users ("Users") to whom Customer has purchased individual user licenses and granted access. Upon registration with Altirnao, Customer will specify the email address of a Google Apps account (the "Account"), which will be granted access to the Service. Customer is solely responsible for granting the Service access to Customer's Google Apps files and revoking such access when Customer ceases use of the Service. Customer is responsible for maintaining the confidentiality of Customer's password. Customer agrees not to share its password with anyone other than Users, let anyone else access its password or do anything else that might jeopardize the security of its password. Customer agrees to notify Altirnao if Customer's password is lost, stolen or disclosed to an unauthorized third party, if there is any unauthorized use of its password or Account, or if Customer learns of any other breach of security in relation to the Service. Customer is solely responsible for any and all activities that occur through the use of Customer's Account. Li ease to ClIsLomer Subject to Customer's compliance with these Terms and the Goggle Acceptable Use Policy (available at htt s_://cloud. google .com/terms/au ), including, without limitation, Customer's payment of all applicable fees, Altirnao hereby grants Customer a limited, revocable„ non -transferable non-exclusive, non-sublicensable license to access and use the Service, solely for Customer's own internal use, and not for timesharing, application service provider or service bureau use. Customer is at all times fully responsible and liable for all acts and omissions by Users to whom Customer has granted access to the Service and Customer agrees to indemnify Altirnao for all claims and losses related to any such acts and/or omissions. Each user license ordered by Customer is specific to the email address of only one User and, once grantedto that User, may not be transferred or reassigned' to any other user unless the User originally granted the license will no longer use the Service. Any such transfer or reassignment is permanent and Licensee shall not permit the original User to use the Service after such User's license has been used by a different User. Altirnao reserves the right to terminate unpaid Accounts and Accounts that are inactive for a continuous period of ninety (gg) days, In the event of any termination, all data associated with such Account will be deleted and Customer shall be responsible for revoking the Service's access to Customer's Google Apps domain data and files. Altirnao will provide Customer with prior notice of such termination and will send a data backup to Customer by email. In case of Accounts with more than one User, if at least one of the Users is active, the Account will not be considered inactive. Restrictions on Use Restrictions on Use of AODocs: In addition to all other terms and conditions contained herein, you shall not and shall not permit others to: 1. copy, modify, adapt, translate or otherwise create derivative works of the Service; 2. reverse engineer, decompile, disassemble or otherwise attempt to discover the source code of the Service; 3. rent, lease, sell, assign or otherwise transfer rights in or to the Service; 4. remove any proprietary notices or labels from the Service; 5. use, post, transmit or introduce any device, software or routine which interferes or httpsI/docs.google.com/document/d/l76pdFCOVCRYHpWwVeStsollfA-6KLQe6x4nQlxky24/pub 217 3/1/2016 AODocs Terms of Service- Version published on the Web Site Agreement No. 7434 attempts to interfere with the operation of the Service. 6. use the Service for spamming or any other illegal or unauthorized purpose or engage in illegal or deceptive trade practices; or 7. otherwise use of the Service in violation of any laws in your jurisdiction (including but not limited to copyright laws). 8. use the Service for High Risk Activities; 9. process or store any content on or through the Service that is subject to the International Traffic in Arms Regulations maintained by the Department of State. % if you are (or become) a. Covered Entity or Business Associate., as definedin the Health Insurance Portability and Accountability Act ("HIIPAA"), use the Service for any purpose or in any manner involving Protected Health Information (as defined in HIPAA) unless you have received prior written consent to such use from both Google and Altirnao. 11. use the Service as a way to circumvent your obligation to provision one Google Apps End User Account for each User. This list of prohibitions provides examples and is not complete or exclusive. Restrictions on Use of Google Apps: You understand and agree that your use of the Service requires the use of Google Apps. You agree that you shall not and shall not permit others to: copy, modify, create a derivative work of, reverse engineer, decompile, translate, disassemble, or otherwise attempt to extract the source code of Google Apps or any component thereof; use the Google Apps or any component thereof for uses such as the operation of nuclear facilities, air traffic control, or life support systems, where the use or failure of Google Apps or any component thereof could lead to death, personal injury, or environmental damage; sublicense, resell, or distribute Google Apps or any component thereof; use Google Apps or any component thereof to create, train, or improve (directly or indirectly) a substantially similar product or service, including any machine translation engine; access Google Apps or any component thereof in a manner intended to avoid incurring fees; use Google Apps or any component thereof to operate or enable any telecommunications service or in connection with any application that allows end users to place calls to or to receive calls from any public switched telephone network; or process or store any data that is subject to the International Traffic in Arms Regulations maintained by the U.S Department of State or any other applicable law. Altirnao reserves the right to suspend or terminate your access to Service with or without cause and with or without notice, for any reason or no reason, or for any action that Altirnao determines is inappropriate or disruptive to the Service or to any other user of this Service. Google may suspend your Google Apps account if: (a) your use of Google Apps is in violation of Google°s Acceptable Use Policy, which could disrupt: (i) Googlie Apps; (ii) other users` use of Google Apps; or (iii) the Google network or servers used to provide Google Apps services; or (b) there is unauthorized third party access to Google Apps. You acknowledge and agree that Altirnao, in its sole discretion, with or without notice, may establish or revise from time to time general practices and limits concerning your use of the https:Hdocs.google.com/document/d/l76pdFCOVCRYHpWwVeStsol1fA-6KLQe6x4nQlxky24/pub 417 3/1/2016 AODocs Terms of Service- Version published on the Web Site Agreement No. 7434 Service, including withoutlimitation, establishing the maximum number of Google Drive operations that can be done on your behalf in a given period of time. In addition, Altirnao may limit, without notice, the volume of e-mail forwarding or file downloading from the Service in response to unreasonable activity (such as spannming). Altirnao may report to law enforcement authorities any actions that may be illegal, and any reports it receives of such conduct. Whien legally required or at Altirnao's discretion, Altirnao will cooperate with law enforcement agencies in any investigation of alleged illegal activity associated with the Service or on the Internet. Unauthorized use of any trademarked, copyrighted or patented materials contained in the Service may violate certain laws and regulations.. You agree to indemnify and hold Altirnao and its officers, directors, employees, affiliates, agents, licensors„ and business partners harmless from and against any and all costs, damages, liabilities, and expenses (including attorneys' fees and costs of defense) Altirnao or any other indemnified party suffers in relation to, arising from, or for the purpose of avoiding., any claim or demand from a third party that your use of this Service or the use of Service by any person using your Account (including without limitation, Your Content (as defined below)) violates any applicable law or regulation„ or the copyrights, trademark rights or other rights of any third party. Suspension Altirnao reserves the right to suspend or terminate Customer's access to the Service with or without notice if Altirnao reasonably determines that: (a) there is a threat or attack on the Service (including a denial of service attack) or other event that may create a risk to the Service, Altirnao, Customer, or any user of the Service; (b) Customer's or its users' use of the Service or Customer Content disrupts or poses a security risk to the Service or any user of the Service, may harm Altirnao's systems, or may subject Altirnao or any third party to liability; (c) Customer or any User is using the Service for fraudulent or illegal activities; (d) Customer or any User is causing performance disruptions in the Service or in Google Drive by using the Service in a way that is not recommended in the performance guidelines published in the Service's documentation or by ignoring performance recommendations provided by Altirnao's technical support; (e) subject to applicable law, Customer has ceased to continue Customer's business in the ordinary course, made an assignment for the benefit of creditors or similar disposition of its assets, or become the subject of any bankruptcy, reorganization, liquidation, dissolution or similar proceeding; (f) Customer or any User is using the Service or other Altirnao property in breach of this Agreement; or (g) Customer is in default of its payment obligations hereunder (collectively, "Service Suspensions"). Altirnao will make commercially reasonable efforts, circumstances permitting, to provide written notice of any Service Suspension to Customer, and to provide updates regarding resumption of Customer's access to the Service following any Service Suspension. Subscription terms Customer agrees to pay the subscription fee applicable to Customers and its Users use of the Service. Such fees will be paid on a periodic basis as agreed to Altirnao or to your Altirnao reseller as agreed when you registered for the Service. https://docs.google.com/document/d/l76pdFCOVCRYHpWwVeStsollfA-6KLQe6x4nQlxky24/pub 417 3/1 /2016 AODocs Terms of Service- Version published on the Web Site Agreement No. 7434 In case of non-payment for any reason (including„ if applicable, Altirnao's inability to charge your credit card or other payment; method for any reason) or any violation of these Terms, Altirnao shall be entitled -- without liability - to immediately suspend Customer's and Users' access to the Service. If you purchase your license to use the Service from Altirnao, you hereby expressly agree that Altirnao is permitted to bill you for the applicable fees, any applicable tax and any other charges you may incur in connection with your use of the Service, or charge such fees to your credit card or other payment method designated on your initial registration with the Altirnao at regular intervals for the remainder of the term of these Terms. If you cancel your Account at any time, you will not receive any refund. Customer agrees that Customer's paid use of the Service is neither contingent on the delivery of any future functionality or features nor dependent on any oral or written public or private comments made by Altirnao or any Altirnao reseller regarding future functionality or features. Intellectual Property Customer hereby acknowledges and agrees that, subject to the limited rights granted hereunder, Altirnao (or its licensors) own all legal right„ title and interest in and to the Service, including, without limitation, any Intellectual Property Rights or other proprietary rights which exist in the Service (whether such rights are registered or unregistered, and wherever in the world those rights may exist) ("Our Technology"'). For purposes of these Terms„ "Intellectual Property Fights" means, on a worldwide basis, any and all now known or hereafter known (a) rights associated with works of authorship including copyrights and moral rights, (b) trademark and trade name rights and similar rights, (c) trade secret rights, (d) patent rights and other industrial property rights, (e) intellectual and industrial property rights of every other kind and nature and however designated, whether arising by operation of law or otherwise, and (f) all registrations, applications, renewals, extensions, continuations, divisions, or reissues thereof now or hereafter existing, made, or in force (including any rights in any of the foregoing). Our Technology may not be copied, modified, reproduced, republished, posted, transmitted, sold„ offered) for sale, or redistributed in any way without our prior written permission and the prior written permission of our applicable licensors.. You must abide by all copyright notices, information, or restrictions contained in or attached to any of Our Technology. Nothing in these Terms of Use grants you any right to receive delivery of a copy of Our Technology or to obtain access to Our Technology except as generally and ordinarily permitted through the Service according to these Terms, Furthermore, nothing in these Terms of Use will be deemedto grant, by implication„ estoppel or otherwise, a license to Our Technology. Certain of the names, logos, and other materials displayed on the Service constitute trademarks, trade names, service marks or logos ("Marks") of Altirnao or other entities. You are not authorized to use any such Marks. Ownership of all such Marks and the goodwill associated therewith remains with and will inure to us or those other entities. To the extent indicated, any use of third party software provided in connection with the Service will be governed by such third parties" licenses and not by these Terms of Service. Furthermore, any comments, ideas and/or reports about the Service that you provide to us, whether in written or electronic form ("Feedback"), shall be considered our proprietary and confidential information, and you hereby irrevocably transfer and assign to us all intellectual property rights embodied in or arising in connection with such Feedback, and any other rights or claims that you may have with respect to any such Feedback. Ownership & Privacy As between You and Altirnao, you retain all right, title and interest in any and all data, files, attachments, text, images, personally identifiable information, and other content that You and. Your Users upload or submit to the Service (collectively, "Your Content"). You may not upload, post or otherwise make available through the Service any material protected by copyright, https://docs.google.com/document/d/176pdFCOVCRYHpWwVeStsollfA-6KLQe6x4nQlxky24/pub 517 3/1/2016 AODocs Terms of Service- Version published on the Web Site Agreement No. 7434 trademark, or any other proprietary right -without the express permission of the owner of such copyright, trademark or other proprietary right owned by a third party, and the burden of determining whether any material is protected by any such right is on you. You shall have sole responsibility for the accuracy, quality, integrity, legality, reliability, appropriateness, and intellectual property ownership or right to use any and all of Your Content. You represent and warrant that you have all rights, permissions and consents necessary (a) to make Your Content available on or through the Service, and (b) to grant Altirnao the limited rights to use Your Content set forth in these Terms. You agree that Altirnao may use Your Content to provide the Service and its features, including by making it available for viewing, download and modification by other Users with access rights to Your Content. You hereby grant Altirnao a non-exclusive, perpetual, royalty -free, worldwide license (including the right to sublicense through multiple tiers) to access, use, reproduce, distribute, store, transmit, modify, adapt, reformat, publicly display, publicly perform and create derivative works of Your Content as required for the purpose of providing the Service to you. You understand and agree that Altirnao does not have the ability to grant or revoke the Service's access to Customer's Google Apps domain data and files or other content and materials stored in Customer's Google Apps account, Therefore, You are solely responsible for granting the Service access to such Google Apps files and revoking such access when You cease use of the Service. Altirnao shall not be responsible and shall' have no liability for any damages that result from Your failure to grant or revoke such access. You hereby consent that, if You choose to become a paying customer of the Service, Altirnao may identify You as a Altirnao customer (using Your name and logo) and generally describe the products or services it provides to You in its promotional materials, presentations, and proposals to other current and prospective customers. If you cancel your Service subscription, your information is no longer used and Altirnao will delete your Account and data associated with your Account within ninety (90) days of your cancellation. Please note, however, that some information like billing and subscription may remain with us for accounting and legal reasons. Availability. Altirnao will make the Service available to You in accordance with the Service Level Agreement available online at https://www.aodocs-com/sla (the "SLA"). Altirnao does not make any representations or guarantees regarding uptime or availability of the Service unless specifically identified in the SLA. The Service may be unavailable at certain times as specified in the SLA, including during any unanticipated or unscheduled downtime or unavailability of all or any portion of the Service as a result of system failures or force majeure events. Warranty Disclaimer THE SERVICE IS PROVIDED ON AN "AS IS" BASIS, WITHOUT WARRANTIES OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING, WITHOUT LIMITATION, IMPLIED WARRANTIES OF TITLE, MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE https lldocs.google.comldocument/dll 76pdFCOVCRYHpWwVeStsol l fA-6KLQe6x4nQlxky24/pub 617 3/1/2016 AODocs Terms of Service- Version published on the Web Site Agreement No. 7434 OR NON -INFRINGEMENT. ALTIRNAO MAKES NO WARRANTY THAT (1) THE SERVICE IS FREE OF VIRUSES OR OTHER HARMFUL COMPONENTS; (11) THE SERVICE WILL BE ERROR -FREE OR UNINTERRUPTED (INCLUDING, WITHOUT LIMITATION, INTERRUPTIONS THAT OCCUR IN THE CONTEXT OF REGULARLY SCHEDULED MAINTENANCE); (III) ANY INFORMATION OR ADVICE OBTAINED BY YOU IN CONNECTION WITH THE SERVICE WILL BE ACCURATE OR COMPLETE; OR (IV) THE RESULTS OF USING THE SERVICE WILL MEET YOUR REQUIREMENTS. SOME STATES DO NOT ALLOW EXCLUSION OF AN IMPLIED WARRANTY, SO THIS DISCLAIMER MAY NOT APPLY TO CUSTOMER. Limitation of Liability IN NO EVENT SHALL ALTIRNAO BE LIABLE FOR ANY CONSEQUENTIAL, INCIDENTAL, INDIRECT, SPECIAL, PUNITIVE, OR OTHER LOSS OR DAMAGE WHATSOEVER (INCLUDING BUT NOT LIMITED TO LOSS OF DATA, LOSS OF BUSINESS PROFITS, BUSINESS INTERRUPTION, COMPUTER FAILURE, LOSS OF BUSINESS INFORMATION), ARISING OUT OF OR CAUSED BY YOUR USE OF OR INABILITY TO USE THE SERVICE, EVEN IF ALTIRNAO HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGE. YOUR SOLE AND EXCLUSIVE REMEDY FOR ANY DISPUTE WITH ALTIRNAO RELATED TO ANY OF THE SERVICE SHALL BE TERMINATION OF SUCH SERVICE. IN NO EVENT SHALL ALTIRNAO'S ENTIRE LIABILITY TO YOU IN RESPECT OF ANY SERVICE, WHETHER DIRECT OR INDIRECT, EXCEED THE FEES PAID BY YOU TOWARDS SUCH SERVICE. SOME STATES DO NOT ALLOW THE LIMITATION OR EXCLUSION OF LIABILITY FOR INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO THE LIMITATIONS OR EXCLUSIONS IN THIS PARAGRAPH MAY NOT APPLY TO CUSTOMER. Other Terms These Terms, their interpretation, performance or any breach thereof, will be construed in accordance with, and all questions with respect thereto will be determined by, the laws of the State of California. Both parties hereby irrevocably submit any disputes under these Terms to the jurisdiction of the courts located in the State of California. Last Updated: February 11th, 2016 EAST\53456530.2 https://docs.google.com/document/d/l76pdFCOVCRYHpWwVeStsol1fA-6KLQe6x4nQlxky24/pub 717 Agreement No. 7434 W Channel Foundation Agreement U.S. Public Sector 1. INTRODUCTION 1.1 This Channel Foundation Agreement ("Foundation Agreement") specifies the terms and conditions agreed between CA and the Ordering Activity, as defined in GSA Order ADM4800.2G and as revised from time to time ("End User" or "Customer") as a foundation for their relationship as further defined in the applicable Modules. Ordering Activity understands and agrees that Ordering Activity's right to use the CA Offerings, ordered by Ordering Activity and submitted to CA by an Authorized CA Partner, is subject to Ordering Activity's compliance with this Foundation Agreement and the relevant Module for such CA Offering. The Foundation Agreement and the Module(s) incorporated into the GSA Schedule contract for the CA Offering(s) purchased by Ordering Activity will govern orders from an Authorized CA Partner for Ordering Activity's acquisition of the CA Offering and such terms shall remain binding upon both Ordering Activity and CA for that CA Offering absent mutual written agreement to thecontrary. 1.2 Modules to this Foundation Agreement include the Channel Software Module, , Channel SaaS Module, Channel Hardware Appliance Module, and Channel Education Module. 2. DEFINITION 2.1 "Agreement" means this Foundation Agreement, the applicable Module, and License Metric for the applicable CA Offering, and any document incorporated expressly therein or incorporating the foregoing by reference. 2.2 "Authorized CA Partner" means an entity having a valid, current authorization from CA to market, offer and resell to Ordering Activity the right to use the CA Offering. Ordering Activity may find information regarding authorized CA Partners here: wyww.c .com agners. 2.3 "CA Offering" means the individual offering (such as software, services, software as a service etc.) made available by CA as defined in the Module and/or, License Metric. 2.4 "Confidential Information" means any information, maintained in confidence by the disclosing Party, communicated in written or oral form, marked as proprietary, confidential or otherwise so identified, that is exempt from disclosure under the Freedom of Information Act (FOIA), S.U.S.C. §552(b) under one or more exemptions to that Act, and/or any information that by its form, nature, content or mode of transmission would to a reasonable recipient be deemed confidential or proprietary, including, without limitation, CA Offerings, Documentation, and any benchmark data and results produced. 2.5 "Documentation" means the documentation, technical product specifications and/or user manuals, published by CA or any entity within CA group of companies (each a CA entity) that is made generally available with CA Offerings. 2.6 "License Metric" means the specific criteria for measuring the usage of the CA Offering (such as MIPS, CPUs, tiers, servers, or users). 2.7 "Module" means the additional terms and conditions applicable to the CA Offering. 2.8 "Parties" means individually and or collectively CA and or the Ordering Activity. 2.9 "Prime Contractor" means the entity contracting directly with the Ordering Activity, if other than an Authorized CAPartner. 2.10 "Term" means the period for which Ordering Activity is authorized to use the CA Offering as specified in CA's order with Ordering Activity's chosen Authorized CA Partner or the Prime Contractor. 3. ORDERING AND DELIVERY 3.1 This Agreement applies to each specific CA Offering purchased by Ordering Activity from an Authorized CA Partner or Prime Contractor. Use of the CA Offerings, or of this Agreement to procure CA Offerings, by Ordering Activity's Affiliates outside of the jurisdiction specified for Ordering Activity in the order between CA and the Authorized CA Partner or Prime Contractor is not permitted unless such Affiliate signs a participation agreement with CA to adopt and adhere to the terms of this Agreement. 3.2 CA will deliver or make available a CA Offering to Ordering Activity only upon, and in accordance with, CA's execution of an order with the Authorized CA Partner. Any terms that may appear on an Ordering Activity's purchase order (including without limitation pre-printed terms), or as part of Ordering Activity's order with an Authorized CA Partner or Prime Contractor, that conflict or vary from the terms and conditions of this Agreement shall not apply to CA and shall be deemed null and void unless otherwise required by law. Version P51.0 Page 1 of 38 7/23/2014 10:36 AM Agreement No. 7434 ca 3.3 The CA Offering will be delivered by CA to Ordering Activity either by electronic delivery (ESD) or in tangible media in accordance with the terms of the GSA Schedule contract and the relevant purchase order. CA agrees to be responsible for all customs duties and clearances. 4. CONFIDENTIAL INFORMATION 4.1 The Parties agree that when receiving Confidential Information from the disclosing Party, that the receiving Party shall hold it in confidence and shall not disclose or use such information except as permitted under the Agreement. The receiving Party shall treat the disclosing Party's Confidential Information confidentially and in the same manner as it treats its own proprietary and/or confidential information, which shall not be less than a reasonable standard of care, and the receiving Party shall use Confidential Information only for the purposes described in the Agreement. Confidential Information may be disclosed to receiving Party's employees, agents, financial advisors, contractors and attorneys on a need -to know basis and the receiving Party shall ensure that such persons maintain such Confidential Information pursuant to the terms of the Agreement. 4.2 The receiving Party shall be permitted to disclose Confidential Information in connection with a judicial or administrative proceeding to the extent that such disclosure is required under applicable law or court order, provided that the receiving Party shall, where reasonably possible, give the disclosing Party prompt and timely written notice of any such proceeding and shall offer reasonable cooperation in any effort of the disclosing Party to obtain a protective order. 4.3 For the purposes of the Agreement, Confidential Information shall exclude: (i) information which the receiving Party has been authorized in writing by the disclosing Party to disclose without restriction; (ii) information which was rightfully in the receiving Party's possession or rightfully known to it prior to receipt of such information from the disclosing Party; (iii) information which was rightfully disclosed to the receiving Party by a third Party having proper possession of such information, without restriction; (iv) information which is part of or enters the public domain without any breach of the obligations of confidentiality by the receiving Party; and (v) information which is independently developed by the receiving Party without use or reference to the disclosing Party's Confidential Information. 4.4 Nothing in the Agreement will (i) preclude CA from using the ideas, concepts and know-how which are developed in the course of providing any CA Offerings to Ordering Activity or (ii) be deemed to limit CA's rights to provide similar CA Offerings to other customers. Ordering Activity agrees that CA may use any feedback provided by Ordering Activity related to any CA Offering for any CA business purpose, without requiring consent including reproduction and preparation of derivative works based upon such feedback, as well as distribution of such derivative works. 4.5 To the extent permitted by the Federal Records Act, the receiving Party agrees, upon request of the disclosing party, to return to the disclosing Party all Confidential Information in its possession or certify the destruction thereof. 4.6 For CA software (including code) and Documentation, and Ordering Activity's and/or CA's Confidential Information expressly designated in writing as perpetually confidential, the obligations of this section are perpetual and shall survive termination. For all other Confidential Information, the foregoing obligations shall extend for five (5) years from the date of initial disclosure. S. FEES 5.1 The Parties acknowledge and agree that all terms governing the fees, payments, payment schedules, pricing and discounts for the applicable CA Offering procured by Ordering Activity under this Agreement are and shall be between solely Ordering Activity and their chosen Authorized CA Partner or Prime Contractor. 6. TITLE 6.1 CA retains all right, title, copyright, patent, trademark, trade secret and all other proprietary interests to all CA Offerings and any derivatives thereof. No title, copyright, patent, trademark, trade secret or other right of intellectual property not expressly granted under the Agreement is exchanged between the Parties. 7. WARRANTY 7.1 Each Party represents and warrants that it has the legal power to enter into the Agreement. 7.2 CA represents and warrants that it owns or otherwise has sufficient rights to grant Ordering Activity the rights defined in the Agreement. 8. INDEMNIFICATION 8.1 CA will indemnify any third party claims that Ordering Activity's use of the specific CA Offering licensed or purchased by Ordering Activity under this Agreement infringes any valid US patent or copyright within the jurisdictions where Ordering Activity is authorized to use the CA Offering at the time of delivery. CA may, at its option and expense: (i) procure for Ordering Activity the Version P61,0 Page 2 of 38 7/23/2014 10:36 AM Agreement No. 7434 technologies right to continue to use the CA Offering; (ii) repair, modify or replace the CA Offering so that it is no longer infringing; or (iii) provide a pro -rated refund to the Authorized CA Partner of the fees paid for the CA Offering which gave rise to the indemnity calculated against the remainder of the Term from the date it is established that CA is notified of the third party claim. If the CA Offering is CA Software, and is licensed on a perpetual basis, an amortization schedule of three (3) years shall be used for the basis of the refund calculation. 8.2 CA shall have no liability: (i) in the event the allegation of infringement is a result of a modification of the CA Offering except a modification by CA, (ii) if the CA Offering is not being used in accordance with CA's specifications, related documentation and guidelines, (iii) if the alleged infringement would be avoided or otherwise eliminated by the use of a CA published update or patch, (iv) if the alleged infringement is a result of use of the CA Offerings in combination with any third party product, or (v) if the applicable fees due for the specific CA Offering have not been paid by Ordering Activity or Prime Contractor to its Authorized CA Partner. The indemnifications contained herein shall not apply and CA shall have no liability in relation to any CA Offering produced by CA at the specific direction of Ordering Activity. THE FOREGOING PROVISIONS STATE THE ENTIRE LIABILITY AND OBLIGATIONS OF CA REGARDING CLAIMS OF INFRINGEMENT, AND THE EXCLUSIVE REMEDY AVAILABLE TO ORDERING ACTIVITY WITH RESPECT TO ANY ACTUAL OR ALLEGED INFRINGEMENT OR MISAPPROPRIATION OF ANY INTELLECTUAL PROPERTY OR OTHER PROPRIETARY RIGHTS. 8.3 CA shall indemnify Ordering Activity against all damages, fees, (including reasonable attorney's fees) fines, judgments, costs and expenses finally awarded as a result of a third party action alleging a bodily injury or death which arises under the Agreement, provided that such liabilities are the proximate result of gross negligence or intentional tortuous conduct on the part of CA. 8.4 The above indemnities are contingent upon: (i) Ordering Activity providing prompt notice of any claim of infringement and assistance in the defense thereof, (ii) CA's right to consult with Ordering Activity at any time and to intervene in the proceedings through CA's chosen counsel at CA's expense, provided that Ordering Activity shall not have the right to settle any claim requiring CA to make a payment or to admit liability without CA's prior written agreement , and (iii) Ordering Activity not taking any actions or failing to take actions that hinder the defense or settlement process. 9. LIMITATION OF LIABILITY EXCEPT IN THE CASE OF A BREACH OF TITLE, INFRINGMENT OF CA'S INTELLECTUAL PROPERTY RIGHTS OR CONFIDENTIALITY, OR OF THIRD PARTY CLAIMS ARISING UNDER THE INDEMNIFICATION SECTION, TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW NEITHER PARTY (INCLUDING ANY OF CA'S SUPPLIERS) SHALL BE LIABLE FOR A) ANY INDIRECT, SPECIAL, CONSEQUENTIAL, INCIDENTAL, OR PUNITIVE DAMAGES OF ANY NATURE, INCLUDING, BUT NOT NECESSARILY LIMITED TO, LOSS OF PROFIT, DAMAGES RELATING TO MONIES SAVED OR FEES GENERATED AND OR ANY LOSS OF DATA BY USE OF ANY CA OFFERING, REGARDLESS OF WHETHER A PARTY WAS APPRISED OF THE POTENTIAL FOR SUCH DAMAGES; AND B) IN NO EVENT WILL A PARTY'S LIABILITY, EXCEED THE FEES PAID AND OR OWED TO CA FOR THE THEN CURRENT INITIAL OR RENEWAL TERM FOR WHICH THE ORDERING ACTIVITY HAS PROCURED THE CA OFFERING OR AS FURTHER DEFINED IN THE MODULE. FURTHERMORE, TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, CA SHALL NOT INCUR ANY LIABILITY FOR DEATH OR BODILY INJURY TO ANY THIRD PARTY UNLESS THE SAME ARISES FROM THE INTENTIONAL OR GROSSLY NEGLIGENT ACT(S) OF CA. This clause shall not impair the U.S. Government's right to recover for fraud or crimes arising out of or related to this Agreement under any federal fraud statute, including the False Claims Act, 31 U.S.C. §§ 3729-3733. 10. TERM &TERMINATION 10.1This Foundation Agreement shall continue in effect unless otherwise terminated in accordance with this section or as required pursuant to Federal Acquisition Regulation (FAR) 52.212-4 "Contract Terms and Conditions- Commercial Items" sections (1) "Termination for the Government's Convenience" and (m) "Termination for Cause." 10.2 In the event Ordering Activity elects to terminate an order for its convenience prior to the expiration of the then current term, and such order includes licenses for CA Software, Ordering Activity shall also, within a reasonable period of time, delete all copies of such software from its systems, including copies stored for archival purposes and either destroy or return them to CA. The foregoingshall not apply, however, where such licenses were perpetual and Ordering Activity, at the time of such termination, has paid all associated perpetual license fees. 10.3 Termination does not release either Party from any liability which, at the time of such termination, had already accrued to the other Party or which is attributable to a period prior to such termination, nor preclude either Party from pursuing any rights or remedies it may have under law or in equity with respect to any breach of this Foundation Agreement or the Agreement. 11. DISPUTE RESOLUTION 11.1 Prior to the initiation of formal dispute resolution procedures regarding any dispute, controversy, or claim arising out of the Agreement or interpretation thereof (a "Dispute"), the Parties shall first meet as often, and for such duration and as promptly as the Parties reasonably deem necessary to discuss the Dispute and negotiate in good faith in an effort to resolve it. Version PS 1.0 Page 3 of 38 7/23/201410:36 AM Agreement No. 7434 ca, technologies 11.2 The provisions of paragraph 11.1 will not be construed to prevent a Party from instituting formal proceedings to the extent necessary to avoid the expiration of any applicable limitations period or to pursue equitable rights or injunctive remedies deemed reasonable necessary to protect its interests. 11.3 Disputes relating to the payments of fees, any third party products or services or otherwise relating to the terms and conditions of an order between an Authorized CA Partner and Ordering Activity, shall be between Ordering Activity and such Authorized CA Partner, or if applicable, between Ordering Activity and Prime Contractor, and Ordering Activity agrees that it shall have no right of contribution or other claim from or against CA by reason thereof. 12. GENERAL TERMS 12.1 Amendments. The terms of the Agreement may only be amended by mutual written agreement of the Parties. 12.2 Force Majeure. Except for payment obligations and obligations pertaining to non -disclosure, notwithstanding any contrary provision in the Agreement, neither Party will be liable for any action taken, or any failure to take any action required to be taken, in the event and to the extent that the taking of such action or such failure arises out of causes beyond a Party's control, including, without limitation, war, civil commotion, act of God, strike or other stoppage (whether partial or total) of labor, any law, decree, regulation or order of any government or governmental body (including any court ortribunal). 12.3 Order of Precedence. Any conflict or inconsistency among or between the terms and conditions of the documents comprising the Agreement shall be resolved according to the following order of precedence, in the order of the greatest control to the least: (1) U.S. Federal law, (2) the relevant Module and(3) this Channel Foundation Agreement. Notwithstanding this Order of Precedence, unless expressly required by U.S. Federal law in subcontracts for commercial information technology, neither an Ordering Activity issued purchase order, nor the terms of an order between Ordering Activity and the Authorized CA Partner or Prime Contractor, shall modify the terms of the documents indicated herein. 12.4 Ordering Activity Data. If Ordering Activity transfers any personal data to CA as a requirement pursuant to any CA Offering, then Ordering Activity represents that (i) it is duly authorized to provide personal data to CA and it does so lawfully in compliance with relevant legislation, (ii) CA and any entity within the CA group of companies (each a "CA entity") or its subcontractors can process such data for the purposes of performing its obligations and (iii) CA may disclose such data to any CA entity and its subcontractors for this purpose and may transfer such data to countries outside of the country of origin. CA, Inc. is Safe Harbour certified and the CA Entities have committed to comply with relevant data protection/privacy legislation. 12.5 Import Export. Ordering Activity agrees that CA Offerings, Documentation, and or Confidential Information is subject to export controls of the United States of America and import controls of any other country in which such information may be used. Ordering Activity agrees to export, re-export or import such information only in compliance with such laws and controls. 12.6 Announcements. Neither Party may issue press releases relating to the Agreement without approving the content with the other Party. Either Party may include the name and logo of the other Party in lists of customers or vendors in accordance with the other Party's standard guidelines. 12.7 Counterparts. This Foundation Agreement and any Module, as applicable, may be signed in any number of counterparts by the Parties and each part shall be considered part of the whole and valid, legally binding document. 12.8 Notice. All notices hereunder shall be delivered to the other Party identified in the Agreement either personally, via certified mail, facsimile or overnight courier. If delivered personally, notice shall be deemed effective when delivered; if delivered via facsimile, notice shall be deemed effective upon electronic confirmation; and if delivered via certified mail or overnight courier, notice shall be deemed effective upon confirmation of delivery. 12.9 Headings. The section headings used herein are for information purposes only and shall not affect the interpretation of any provision of this Agreement. 12.10Validity. In the event any term or provision of the Agreement shall be held to be invalid, the same shall not affect in any respect whatsoever the validity of the remainder of the Agreement. 12.11Third Parties. This Agreement shall not create any rights in favor of, or any obligations owed by, any third party unless otherwise expressly defined in any Module. The Parties agree that any action arising from this Agreement shall solely be brought by Ordering Activity, the U.S. Government, or CA, unless otherwise permitted by law. 12.12Choice of Law. To the extent that federal law is not dispositive of a dispute hereunder, the laws of the State of New York (excluding its conflict of laws provisions) shall govern the construction and enforceability of the Agreement. Version PS 1.0 Page 4 of 38 7/23/2014 10:36 AM Agreement No. 7434 ca, tecbnoftips 12.13Survival. Sections pertaining to Confidentiality, Title, Limitation of Liability, Termination, and Import Export shall survive termination of this Foundation Agreement. 12.14Entire Agreement. The Agreement and all documents incorporated by reference therein shall comprise the entire agreement as pertaining to the subject matter thereof and all other prior representations, proposals, and other such information exchanged by the Parties concerning the subject matter is superseded in their entirety by the Agreement. Version P51,0 Page 5 of 38 7/23/2014 10:36 AM Agreement No. 7434 ;W Channel SaaS Module U.S. Public Sector 1. INTRODUCTION 1.1. This Module for Software as a Service ("SaaS Module") specifies terms and conditions which apply to Software as a Service that CA will provide to Ordering Activity. 1.2. This SaaS Module incorporates by reference the terms of the Foundation Agreement. Any capitalized terms used in this SaaS Module shall have the meanings given in the Foundation Agreement unless otherwise provided herein. 2. DEFINITIONS 2.1. "Ordering Activity Data" means information stored in the SaaS database. 2.2. "Force Majeure Event" means an event of Force Majeure as defined in the Foundation Agreement and/or delays caused by an internet service provider or hosting facility that results in data center outages resulting from causes not within CA'scontrol. 2.3. "ISO 27001" means an Information Security Management System standard published by the International Organization for Standardization (ISO). This particular standard specifies a management system that is intended to bring information security under explicit management control and mandates specific requirements when this standard is met. 2.4. "Production" means the "live" environment of SaaS provided to process data on a real-time basis. 2.5. "Production Availability" means, for purposes of measuring the Service Level, the aggregate number of minutes during the month in which the SaaS is available for Production access and use by Ordering Activity. 2.6. "SaaS" means the online version of the CA Software specified in the Authorized CA Partner's order with CA for access to and usage by its customers via a website(s) environment. 2.7. "SAS 70 Type II" means the standards used by an independent auditor that employs procedures, policies and controls of SAS 70 Type I to verify and validate that the organization is following those procedures regarding control objectives, activities and control over information technology, and related processes. 2.8. "SaaS Support" means support of the underlying CA software so it operates materially in accordance with the Documentation. 2.9. "Sandbox" means a development or test environment that is not Production. 2.10. "Scheduled Downtime" means planned downtime of SaaS availability where CA provides notice to Ordering Activity at least 72 hours in advance. 2.11. "Service Level" means as described in the section entitled: Service Level Commitments. 2.12. "Subscription Term" means the period of the Ordering Activity's subscription to the SaaS as specified in the Authorized CA Partner's order with CA. 2.13. "Users" means the number of individuals authorized to access and use of SaaS by Ordering Activity and who have been provided user identifications and passwords by Ordering Activity (or by CA at Ordering Activity's request), measured by CA on an aggregate monthly basis by the amount of User Logins. Users may include Ordering Activity and Affiliate's employees and independent contractors that agree to be bound by terms and conditions no less restrictive than those contained herein and are acting on behalf of Ordering Activity and not a third party. 2.14. "User Logins" means the initial and standard login screen where a User is required to enter its user ID and the password. 3. SAAS OFFERING 3.1. CA shall provide SaaS to Ordering Activity during the Subscription Term directly or through a third party SaaS provider in accordance with the terms of the Agreement. 3.2. CA hereby provides Ordering Activity a non -transferable and non-exclusive right to access and use SaaS for the sole purpose of supporting its internal business use. A new User may replace a former User who no longer requires access to, or use of, the SaaS. Users may be Ordering Activity employees, Ordering Activity third party consultants, contractors or agents, which third parties may Version PS 1.0 Page 6 of 38 7/23/2014 10:36 AM Agreement No. 7434 ca, technologies access and use the SaaS solely for the benefit of Ordering Activity's internal business purposes in accordance with the provisions of this Agreement. 3.3. Ordering Activity acknowledges and agrees that in order for CA to effectively provide SaaS, Ordering Activity may be required to provide necessary information and shall not delay, prevent or interfere with CA's provision of SaaS. 4. FEES & RENEWAL 4.1. Ordering Activity may access SaaS for solely the number and type of Users specified in the Authorized CA Partner's order with CA. Additional Users, or an additional SaaS offering, if available, shall require Ordering Activity to procure with CA or an Authorized CA Partner (whether directly or through a Prime Contractor) for such users or offering. Unless otherwise agreed by CA, (i) additional Users may be purchased only in increments of 50 Users; and (ii) such additional User subscriptions shall be coterminous with the expiration of the Subscription Term. 4.2. CA may with notice prior to any renewal, replace the Ordering Activity ordered SaaS with replacement, underlying software that is generally available to customers with alternative, materially similar, functionality. 4.3. The fees for SaaS subscription are not contingent upon the delivery of any future functionality or features of the CASoftware. S. ORDERING ACTIVITY DATA 5.1. Ordering Activity exclusively owns all rights, title and interest in and to all Ordering Activity Data. Ordering Activity Data shall be considered to be Confidential Information under the Agreement. CA shall not access Ordering Activity's User accounts, or Ordering Activity Data, except (i) in the course of data center business operations if required, (ii) in response to SaaS or technical issues or (iii) at Ordering Activity's specific request as reasonably required in the provision of SaaS. CA will segregate Ordering Activity's Data from other customers' data. 5.2. CA operates and maintains a disaster recovery procedure. In case of a Force Majeure Event, Ordering Activity acknowledges and agrees that Ordering Activity Data may not be recoverable and accepts responsibility for re-entry of such data. 5.3. Ordering Activity Data will be returned to the Ordering Activity at the end of the Subscription Term or at the termination of the SaaS subscription in the manner described in the SaaS Documentation. 6. SECURITY 6.1. CA shall adhere to SAS 70 Type II audit compliance criteria and data security procedures which meet ISO 27001 status during the Subscription Term. 6.2. CA shall comply with CA's security policy and procedures, which policies and procedures are designed to provide and maintain commercially reasonable safeguards against the destruction, loss or alteration of, or unauthorized access to or use of the Ordering Activity Data in CA's possession or control and which safeguards are, at a minimum, no less rigorous than those maintained by CA for its own information of a similar nature. 6.3. Ordering Activity Data shall be stored pursuant to CA's data security procedures, which shall be provided to Ordering Activity upon request. Except as required herein, CA will not be responsible for any unauthorized access to, or alteration, theft or destruction of Ordering Activity Data, unless caused as a result of CA's negligence or intentional misconduct, in which case restoring or recovery of Ordering Activity Data shall be limited to the most recent back-up of Ordering Activity Data. CA is not responsible for loss of Ordering Activity Data arising from Ordering Activity's: (i) transmission of data in contravention of the User Guide; or (ii) failure to act on any CA provided communication. 6.4. CA shall comply with the applicable EU member states' implementation of the Directive 95/46/EC ("Directive") governing the processing of personal data as defined specifically in the Directive and CA, Inc. is Safe Harbour certified. 6.5. Ordering Activity or an independent third party may audit CA's operations within the applicable data center to verify CA's compliance with the security and technical provisions defined in this Module. The audit may take place, no more than once annually, upon thirty (30) days prior written notice subject to Ordering Activity or its independent third party having executed a CA confidentiality agreement and stating the purpose and scope of the request. Such audit shall be conducted during normal business hours in a manner that does not disrupt business operations. 7. INITIATION AND SUPPORT PROCESSES 7.1. The following processes apply to the SaaS: CA will send an email to Ordering Activity's technical contact identified in the Authorized CA Partner's order with CA setting out the SaaS URL(s) and other information necessary for initial use of the SaaS. Ordering Activity shall provide information as requested within 7 days of receiving the email. Version PS 1.0 Page 7 of 38 7/23/2014 10:36 AM Agreement No. 7434 catechnallogie,s ii. Customer will utilize the CA Support website, or other site or notification mechanism as CA may designate from time to time, to notify CA of SaaS availability issues, request other in -scope technical support assistance, or for Customer's to provide feedback or approvals on requests as applicable. 8. SAAS SUPPORT 8.1. The Ordering Activity shall be provided with SaaS Support during the Subscription Term. 8.2. For any SaaS Support requests, Ordering Activity should be prepared to provide to SaaS Support personnel, all pertinent information, in English, including but not limited to, Ordering Activity number or site identification number, incident severity, SaaS/software name, area of SaaS (Production or Sandbox), incident description, and a technical contact familiar with Ordering Activity's environment or the problem to be solved. Ordering Activity must use reasonable efforts to communicate with CA in order to verify the existence of the problem and provide information about the conditions under which the problem could beduplicated. 8.3. Upon receiving Ordering Activity's technical contact information, SaaS Support will be provided in a timely and professional manner by qualified support engineers as defined below: i. Access to CA help desk and the ability to open and manage support incidents via CA support online or bytelephone. ii. Production environment support: 24x7 for severity 1 incidents; normal business hours for severities 2-4. iii. Sandbox environment support: Normal business hours for incidents of all severities. iv. Access to CA support website (currently: http://support.ca.com) for 24x7x365 online support and access to CA software product and documentation, global user communities and regional user groups, FAQs, samples, webcast recordings and demos, usage tips, technical updates and HYPER notifications, as such are made available by CA. V. Interactive remote diagnostic support allowing CA support engineers to troubleshoot an incident securely through a real-time browser -based remote control feature. vi. Additional support such as file storage, point in time backup, periodic file refresh and basic reporting may be available at CA's discretion according to the SaaS provided. Any additional support requirements are only by prior written agreement with CA. 8.4. In order to respond to an issue raised through SaaS Support, CA may request Ordering Activity to upgrade to appropriate operating systems and or third party applications as required in order to properly operate and access the SaaS offering. Any such upgrades or installations shall be at the Ordering Activity's sole option and discretion. The costs associated with any upgrades required and any such installations are not included as SaaS Support and all such costs shall be the responsibility of the OrderingActivity. 9. ORDERING ACTIVITY RESPONSIBILITIES 9.1. Ordering Activity is responsible for all activities that occur in, or are related to, User accounts including the data, information stored or transmitted when accessing SaaS. 9.2. Because Ordering Activity may integrate or utilize third party links to other software, hardware or other service which are associated with, or otherwise available through SaaS, Ordering Activity agrees that it and its Users shall use such third party links in their sole discretion. CA shall have no responsibility or liability with respect to such third party links used by Ordering Activity's or Users' or for any act or omission of any such third party provider. 9.3. Ordering Activity shall not: (i) make SaaS available to any third party not authorized, other than to Users or as otherwise contemplated by this Agreement; (ii) send or store code that can harm or result in damage to the SaaS offering (including but not limited to malicious code and malware); (iii) wilfully interfere with or disrupt the integrity of SaaS or the data contained therein; (iv) attempt to gain unauthorized access to the SaaS or its related system or networks; (v) use SaaS to provide services to external end users and or to process data other than Ordering Activity's as an outsourcer, service bureau or consultant without written permission provided by CA. 10. WARRANTY 10.1. CA warrants that (i) SaaS shall perform materially in accordance with the applicable SaaS Documentation and (ii) that SaaS will be available online according to the performance levels described in the Service Levels defined in this SaaS Module. 10.2. EXCEPT AS EXPRESSLY SET FORTH ABOVE, TO THE EXTENT PERMITTED BY LAW, NO OTHER WARRANTIES, WHETHER EXPRESS OR IMPLIED, INCLUDING, WITHOUT LIMITATION, THIRD PARTY WARRANTIES, IMPLIED WARRANTIES OF MERCHANTABILITY, SUITABILITY OR SATISFACTORY QUALITY, OR THE WARRANTY OF FITNESS FOR A PARTICULAR PURPOSE ARE MADE BY CA AND CA MAKES NO WARRANTIES HEREUNDER WITH RESPECT TO ANY HARDWARE EQUIPMENT OR THIRD PARTY SOFTWARE WHICH CA MAY USE TO PROVIDE THE SAAS. Version PS 1.0 Page 8 of 38 7/23/2014 10:36 AM Agreement No. 7434 ca, techrirtlo ies 10.3. Ordering Activity warrants that (i) it has the right to transmit any data or information as may be required for the purposes of accessing SaaS (ii) it will ensure compliance to the Agreement by itself and its Users and (iii) it is responsible for all activities that occur in User accounts, (iv) it shall not misuse SaaS through sending spam or otherwise duplicative or unsolicited messages or store infringing, obscene, threatening, or otherwise unlawful material that is harmful to children or violates third party privacy rights. 11. WARRANTY REMEDY 11.1. In the event of a breach of the Warranty by CA, CA may in consultation with Ordering Activity (i) use reasonable efforts consistent with industry standards to cure the defect as defined in CA Support process outlined in this SaaS Module and or (ii) Ordering Activity may exercise its rights to termination as defined under the Service Level Commitment section below and qualify for a refund as defined therein and or (iii) mutually agree with Ordering Activity to terminate the subscription and provide a pro-rata refund to the Authorized CA Partner calculated on the number of months left remaining on the Subscription Term. Warranty remedies are conditioned upon (i) any error or defect complained of is reasonably reproducible by CA, (ii) the breach is not attributable in whole or in part to any non -CA product(s) or service(s). 12. SERVICE LEVEL COMM ITTMENT 12.1. Service Levels: The following Service Levels will apply to the applicable SaaS offering during the applicable Subscription Term: i. Production Availability of SaaS 99.5% on a monthly basis. If Production Availability falls below 99%, it shall be considered a minor failure; and if Production Availability falls below 98%, it shall be considered a major failure. 12.2. Ordering Activity will be provided monthly electronic reports regarding Service Levels and follow the procedure set out below: i. CA will investigate missed Service Levels through determining the root cause of the issue then using commercially reasonable efforts to correct the issue and advising Ordering Activity as reasonably requested by Ordering Activity of the status of efforts being undertaken with respect to the issue; ii. Provide Ordering Activity reasonable evidence to Ordering Activity that the cause of the issue is being corrected or will be corrected and iii. In the event of a minor failure, Ordering Activity is entitled to 2 additional days of the applicable SaaS offering at no additional charge. In the event of a major failure, Ordering Activity is entitled to 5 additional days of the applicable SaaS offering at no additional charge. 12.3. Pursuant to FAR 52.212-4(1), Ordering Activity may terminate for convenience its subscription to SaaS without incurring any additional charges or termination fees. In the event of such termination for convenience CA shall refund to the CA Authorized Partner that portion of the fees paid which have not yet been applied towards SaaS as of the effective date of termination. Any such refund herein shall be Ordering Activity's sole and exclusive remedy under this SaaS Module with respect to CA only and CA shall have no further liability arising out of the applicable SaaS subscription, and shall not impact termination of any other Module or the Foundation Agreement. This section does not limit the rights or remedies of the Ordering Activity under FAR 52.212-4(m), Termination for cause.The following events shall be excluded from the calculation of any Service Level failures: (i) Force Majeure Event; (ii) outages due to Scheduled Downtime such as upgrading data center infrastructure; (iii) outages based on Ordering Activity networks or domain name server issues; (iv) Ordering Activity's configuration, scripting, coding; (v) internet outages; (vi) Ordering Activity outages requested by Ordering Activity (vii) Ordering Activity changes to its environment which hinder SaaS production and (viii) inability for Ordering Activity to log in due to use of Lightweight Directory Access Protocol (LDAP) to control authentication. 13. NIMSOFT SaaS 13.1. The following sections of this Module are not applicable to Nimsoft Saastransactions: i. 2.2; ii. 2.3; iii. 2.7; iv. 5.2; V. 6.1; vi. 6.5 and vii. 12.2; 13.2. The following sections of this Module are modified or added as follows for Nimsoft SaaS (On -Demand) transactions to the extent consistent with U.S. Federal law: Version PS 1.0 Page 9 of 38 7/23/201410:36 AM Agreement No. 7434 Ca technologies i. Section 7.1 ii: "Ordering Activity will utilize the Nimsoft CA Support website, or other site or notification mechanism as CA may designate from time to time, to notify CA of SaaS availability issues, request other in -scope technical support assistance, or for Ordering Activity to provide feedback or approvals on requests as applicable." ii. Section 8.1: "The Ordering Activity shall be provided with SaaS Support pursuant of the terms of fatty;'www,nlmsoft.comfcontent/d!arnLn-imsoftJdocucrrents un-secure/aereernents ninI5oft-LrS-sq ort-a reemen - d( during the Subscription term." iii. Section 10.1: "CA warrants that (i) SaaS shall perform materially in accordance with the applicable SaaS Documentation for a period of 60 days from the commencement of the Term and (ii) that SaaS will be available online according to the performance levels described in the Service Levels defined in this SaaS Module. iv. Add the following as Section 15: "15. REPORTING AND AUDIT Reports. Ordering Activity agrees to prepare and submit monthly reports to the Authorized CA Partner and CA that shall include, without limitation, information detailing the use of SaaS pursuant to the license metrics applicable to SaaS ("Report"). Ordering Activity shall submit each Report to the Authorized CA Partner and CA on the fifteenth day of each calendar month. Overage. If the Report shows the Ordering Activity has exceeded the Authorized Use Limitation at any time during a month, such Report shall constitute a basis for a claim to the relevant Contracting Officer pursuant to the Contract Disputes Act and FAR 52.233-1. In no event may the SaaS quantity be lowered below the original numberordered. 14. GENERAL TERMS. 14.1. Any conflict or inconsistency among or between the terms and conditions of the documents comprising the Agreement shall be resolved according to the following order of precedence, in the order of the greatest control to the least: (1) U.S. Federal law, (2) this Channel SaaS Module and (3) the Channel Foundation Agreement. Notwithstanding the foregoing, unless expressly required by U.S. Federal law in subcontracts for commercial information technology, neither an Ordering Activity issued purchase order, nor the terms of an order between Ordering Activity and the Authorized CA Partner or Prime Contractor, shall modify the terms of the documents indicated herein. Version PS LO Page 10 of 38 7/23/201410:36 AM Agreement No. 7434 N Channel Hardware Appliance Module U.S. Public Sector 1. INTRODUCTION 1.1. This Module for the Hardware Appliance ("Hardware Appliance Module") specifies terms and conditions which apply to the Hardware Appliance which CA will provide to Ordering Activity. 1.2. This Hardware Appliance Module incorporates by reference the terms of the Foundation Agreement. Any capitalized terms used in this Hardware Appliance Module shall have the meanings given in the Foundation Agreement unless otherwise provided herein. 2. DEFINITIONS 2.1. "Hardware" means a single CA -supplied third party physical server or device. 2.2. "Hardware Appliance" means Hardware that is bundled with and operates the CA Software licensed by Ordering Activity and pre - installed on the Hardware. 3. APPLIANCE OFFERING 3.1. CA shall provide the Hardware Appliance specified in the Authorized CA Partner's order with CA. 3.2. The terms for license and support for the underlying CA Software is covered separately under the Software Module. 4. FEES 4.1. Ordering Activity may order Hardware Appliance with, and pay the associated fees and other charges to an Authorized CA Partner or Prime Contractor. CA will deliver to Ordering Activity the Hardware Appliance specified in the Authorized CA Partner's order with CA. 4.2. Upon CA's receipt of payment from the Authorized CA Partner, Ordering Activity will own the Hardware free of any liens or encumbrances. S. WARRANTY 5.1. Upon the purchase of a Hardware Appliance, CA will pass through to the Ordering Activity the applicable Hardware warranty. Such warranty will be provided for a period of twelve (12) months or more depending on the type of Hardware Appliance purchased. A copy of the applicable third party support warranty coverage is available under the "Get Support" section of CA's Support website located at https:Hsupport.ca.com. 6. WARRANTY REMEDY 6.1. To address a warranty issue on the Hardware, CA will provide Ordering Activity telephone assistance to access the third party Hardware support to address support issues with the Hardware. 6.2. Except for procuring third party warranty coverage for the Hardware as described above, the Hardware is provided on an "AS IS" basis and CA makes no warranties, and disclaims any and all express or implied warranties (including but not limited to warranties of merchantability or satisfactory quality or fitness for a particular purpose), with respect to the Hardware. None of the warranties specified in the Foundation Agreement or any other agreement shall apply to the Hardware. 7. ORDERING ACTIVITY REQUIREMENTS 7.1. Ordering Activity is solely responsible for use of the Hardware, including assuring proper supported environment configuration, CA software installation, and operating methods in accordance with the Hardware specifications and Documentation. 7.2. CA will not support modifications to the Hardware nor will it support the Hardware if Ordering Activity fails to comply with the terms of the Agreement to the extent such failure causes the Hardware's failure to perform in substantial accordance with the applicable Hardware documentation. 7.3. CA shall have no obligation to replace the Hardware, or provide additional hardware, in cases where future Versions or Releases (as such terms are defined in the Software Module) of the CA Software require an upgrade of or addition to such Hardware. B. GENERAL TERMS 8.1. Any conflict or inconsistency among or between the terms and conditions of the documents comprising the Agreement shall be resolved according to the following order of precedence, in the order of the greatest control to the least: (1) U.S. Federal law, (2) this Channel Hardware Appliance Module and (3) the Channel Foundation Agreement. Notwithstanding the foregoing, unless expressly required by U.S. Federal law in subcontracts for commercial information technology, neither an Ordering Activity issued purchase Version PS 1.0 Page 11 of 38 7/23/2014 10:36 AM Agreement No. 7434 ca, technofties order, nor the terms of an order between Ordering Activity and the Authorized CA Partner or Prime Contractor, shall modify the terms of the documents indicated herein. Version Ps 1.0 Page 12 of 38 7/23/2014 10:36 AM Agreement No. 7434 Channel Education Module U.S. Public Sector 1. INTRODUCTION 1.1. This Module for Education ("Education Module") specifies terms and conditions which apply to Education that CA will provide to Ordering Activity. 1.2. This Education Module incorporates by reference the terms of the Foundation Agreement. Any capitalized terms used in this Education Module shall have the meanings given in the Foundation Agreement unless otherwise provided herein. 2. DEFINITIONS 2.1. "Attendees" mean the participants authorized by Ordering Activity to attend or participate in the Education offerings as indicated in the Transaction Document. 2.2. "Course Materials" means any Education content provided to Ordering Activity in any media form pursuant to a Transaction Document, including without limitation, all publications, courseware, training manuals and materials, user guides, web portals, or virtual labs provided by CA or a CA subcontractor. 2.3. "Education" means any standard or customized education offerings, training or instruction, or related services, provided by CA or a CA subcontractor in any format or location, including without limitation, (i) instructor led training, including at CA or Ordering Activity site(s), (ii) virtual training, including online classes, courses, or course catalogues and/or (iii) class room training or testing, at a CA or third party training facility. 3. EDUCATION OFFERING 3.1. CA shall provide the Education as specified in the Authorized CA Partner's order with CA. 3.2. CA may require the registration or pre -registration of Attendees in order to attend or access the applicable Education. Ordering Activity acknowledges that CA reserves the right to refuse entry or access to any individual that cannot authenticate their registration or authorization for such Education. 4. FEES AND CANCELLATION 4.1. The Parties acknowlede and agree that all terms governing the fees, payments, payment schedules, pricing and discounts for the applicable CA Offering procured by Ordering Activity under this Agreement are and shall be between solely Ordering Activity and their chosen Authorized CA Partner or Prime Contractor. 4.2. If CA cancels a class due to unforeseen circumstances, or low enrollment, CA will provide as much advance notice as possible but no less than ten (10) business days prior to the class in which case Ordering Activity may reschedule the class to an alternative time. 4.3. Cancellation in writing by Ordering Activity must be provided at least ten (10) business days prior to the class. If such notice is not given CA may charge Authorized CA Partner up to 100% of the fees for the class. If fees are pre -paid, no refund will be provided to the Authorized CA Partner 4.4. Neither party shall be liable for any travel related fees or expenses incurred by the other party in relation to Education which such party has properly cancelled in compliance with this section. S. INTELLECTUAL PROPERTY RIGHTS 5.1. CA grants to Ordering Activity, a non-exclusive, non -transferable license to use the Course Materials for the internal use of the Ordering Activity, but limited to the specific Attendees and subject to terms of the Agreement. Ordering Activity shall be responsible for all use of the Education and Course Materials by its Attendees. 6. WARRANTY 6.1. If CA provides an instructor, the delivery of the Course Offering shall be provided in a professional, workman -like manner. 6.2. EXCEPT AS SET FORTH IN THIS SECTION, NO OTHER WARRANTIES, WHETHER EXPRESS OR IMPLIED, INCLUDING, WITHOUT LIMITATION, THIRD PARTY WARRANTIES, THE IMPLIED WARRANTIES OF MERCHANTABILITY OR SUITABILITY AND/OR THE WARRANTY OF FITNESS FOR A PARTICULAR PURPOSE ARE MADE BY CA. 7. WARRANTY REMEDY Version PS 1.0 Page 13 of 38 7/23/2014 10:36 AM Agreement No. 7434 ca, technologies 7.1. In the event of a breach of the Warranty section, Ordering Activity's remedy shall be, at CA's discretion and in consultation with Ordering Activity, to re -perform the Education at no additional charge to the Ordering Activity. These remedies are contingent upon the alleged breach not resulting from Ordering Activity's failure to abide by its obligations or to conform to the Course Materials. 8. GENERALTERMS Any conflict or inconsistency among or between the terms and conditions of the documents comprising the Agreement shall be resolved according to the following order of precedence, in the order of the greatest control to the least: (1) U.S. Federal law, (2) this Channel Education Module and (3) the Channel Foundation Agreement. Notwithstanding the foregoing, unless expressly required by U.S. Federal law in subcontracts for commercial information technology, neither an Ordering Activity issued purchase order, nor the terms of an order between Ordering Activity and the Authorized CA Partner or Prime Contractor, shall modify the terms of the documents indicated herein. Version PS 1.0 Page 14 of 38 7/231201410:36 AM Agreement No. 7434 Channel Software Module U.S. Public Sector 1. INTRODUCTION 1.1. This Module for CA Software ("Software Module") specifies terms and conditions which apply to CA Software that CA will license to Ordering Activity and the Support that applies. 1.2. This Software Module incorporates by reference the terms of the Foundation Agreement. Any capitalized terms used in this Software Module shall have the meanings given in the Foundation Agreement unless otherwise provided herein. 2. DEFINITION 2.1. "Access" means use of CA Software remotely by an Authorized End User. 2.2. "Authorized End Users" means Ordering Activity as well as its employees and support contractors (but excluding any outsourcer, facilities management providers, managed service provider, or application service provider) that are bound by terms and conditions no less restrictive than those contained herein and are acting on behalf of Ordering Activity and not a third party. 2.3. "Authorized Use Limitation" means the quantity of the CA Software authorized by CA in accordance with the License Metric specified in the order between CA and the Authorized CA Partner. 2.4. "CA Software" means the computer software programs, either provided individually or packaged as a software appliance, made generally available and licensed to a Ordering Activity under this Module, including all Versions, Releases, provided as part of Support if applicable. 2.5. "Distributed" means the CA Software designated as distributed that is generally used for indepedent usage across individuals systems or hardware based on the Licensed Metric in a decentralized form of computing. 2.6. "Mainframe" means CA Software designated as mainframe that is generally used for a large capacity processor that provides links to users through less powerful devices such as workstations or terminals based on the Licensed Metric in a centralized form of computing. 2.7. "Maintenance" means the provision of new Releases made available while on active Support or new Versions if applicable to the generally available CA Software licensed by Ordering Activity. 2.8. "Perpetual License" means a license to use CA Software for an indefinite period subject to compliance with theAgreement 2.9. "Release" means a general available release of a CA software product, which may contain minor new software product functionality, code, or compatibility and incorporates all previous fixes (if any exist) since the last Version. Typically, a Release requires a new installation, rather than an overlay to the already installed software. Unless otherwise specified by CA for a particular product, a Release is tied to the preceding Version and is typically designated by a number to the right of the decimal point such as 1.1, 1.2, 1.3, etc. 2.10. "Subscription" or "UMF" (Usage and Maintenance Fee) license means a license to use CA Software for a specific period of timewhich shall include Support unless otherwise specified by CA in its order with the Authorized CA Partner. 2.11. "Support" means the provision of technical support and Maintenance provided for a particular CA Software as specified in the Authorized CA Partner's order with CA. 2.12. "Territory" is the location where Ordering Activity is authorized to install the CA Software as specified in the Authorized CA Partner's order with CA or the Prime Contractor. 2.13. "Version" means a release of a CA Software Product that contains major changes in software product functionality, code, or compatibility and incorporates the previous release (if one has occurred), fixes and service Packs (if they have occurred). Typically, a Version requires a new installation, rather than an overlay to the already installed software. Unless otherwise specified by CA for a particular product, a Version is designated by the number to the left of the decimal point such as 1.0, 2.0, 3.0, etc. 3. SOFTWARE OFFERING & OBLIGATIONS 3.1. CA grants the Ordering Activity a limited, non-exclusive, non -transferable license, for the Term: 3.1.1. install and deploy the CA Software in the Territory up to the Authorised Use Limitation. 3.1.2. permit its Authorized End Users Access to the CA Software for Ordering Activity's and Affiliates' internal business wherever located. Ordering Activity hereby expressly agrees that a breach by an Authorized End User of the Agreement shall be considered to be a breach by and the responsibility of the Ordering Activity. Version PS 1.0 Page 15 of 38 7/23/201410:36 AM Agreement No. 7434 ca, technWogie 3.1.3. make a reasonable number of copies of the CA Software for disaster recovery "cold standby", backup and archival purposes. Use of such copies is limited to testing Ordering Activity's disaster recovery procedures and effectiveness and as is necessary during any reasonable period subsequent to the occurrence of an actual disaster during which Ordering Activity cannot operate the CA Software. 3.1.4. relocate CA Software to a new Ordering Activity location within the Territory upon prior written notice. 3.2. The specifications and specified operating environment information of the CA Software may be found in the Documentation accompanying the CA Software, if available (e.g., a user manual, user guide, or readme.txt or notice.txtfile). 3.3. Upon request by CA, Ordering Activity agrees to provide records reasonably requested by CA to verify its compliance with the Authorized Use Limitation during the period in which Ordering Activity is licensed to use the CA Software and for a period of twelve (12) months after expiration including certified copies of statements or records as applicable. Such reports will be based on the License Metric for the CA Software ordered for Customer by CA. 3.4. The grant of license is contingent upon Ordering Activity's compliance with the following obligations set out under this provision: Ordering Activity agrees, that it shall not: (i) access or use any portion of the CA Software not expressly authorized by CA or the Documentation of the CA Software; (ii) cause or permit de -compilation, reverse engineering, or otherwise translate all or any portion of the CA Software; (iii) modify, unbundle, or create derivative works of the CA Software and/or Documentation; (iv) rent, sell, lease, assign, transfer or sublicense the CA Software or use the CA Software to provide hosting, service bureau, on demand or outsourcing services for the benefit of a third party; (v) remove any proprietary notices, labels, or marks on or in any copy of the CA Software or Documentation; (vi) use the CA Software beyond the Authorized Use Limitation. 3.5. CA reserves the right, on reasonable notice to the Ordering Activity and subject to any security measures the Ordering Activity deems appropriate, to conduct an audit remotely or onsite of Ordering Activity and/or its Affiliates facilities to verify Ordering Activity's compliance with the terms of the Agreement. CA agrees that such audit shall be conducted during regular business hours at Ordering Activity's offices and CA shall endeavor to conduct such audit so as not to interfere unreasonably with Ordering Activity's activities and/or use an independent third party to conduct the audit subject to terms of non -disclosure if required. 3.6. All rights not specifically granted hereunder are expressly reserved. 4. SUPPORT OFFERING 4.1. If Support is purchased by Ordering Activity, CA will provide Ordering Activity with technical support for the CA Software, according to the Support specified in the Authorized CA Partner's order with CA, to operate according to the Documentation, help desk support and Maintenance for the CA Software based on Support guidelines as described on }tt R., www,su t .a;a c rrtu. 4.2. In order to initiate an issue, Ordering Activity will provide CA sufficient information so that CA can provide assistance to Ordering Activity in a timely manner. 4.3. CA will provide a minimum of twelve months prior written notice to Ordering Activity if CA ceases to provide new Versions or Releases for a CA Software product. 4.4. CA will renew Support for Ordering Activity's use of the CA Software upon its acceptance of an order with an Authorized CA Partner for such Support. S. THIRDPARTYTERMS The CA Software may contain third -party software components. Ordering Activities are advised to review any additional terms, notices, and/or information applicable to third -party software components, which are available at LttM1LsuRportc .com arodinfo t terms. 6. PERFORMANCE WARRANTY 6.1. For Distributed Software. CA warrants that the CA Software will operate materially in accordance with the applicable specifications set forth within the Documentation for a period of ninety (90) days after delivery of the CA Software to Ordering Activity subject to Ordering Activity's compliance with the Agreement. 6.2. For Mainframe Software. CA warrants that the Mainframe Software will operate materially in accordance with the applicable specifications set forth within the Documentation for the Term, subject to Ordering Activity's compliance with the Agreement. 7. PERFORMANCE WARRANTY REMEDY 7.1. If CA has breached either warranty set forth in the section entitled: Performance Warranty, Ordering Activity's remedy is for CA to, in consultation with Ordering Activity, to either (i) use reasonable efforts consistent with industry standards to cure the defect, or (ii) replace the CA Software(s) with one that materially complies with the Documentation, or (iii) mutually agree to terminate the license Version PS 1.0 Page 16 of 38 7/23/2014 10:36 AM Agreement No. 7434 Ca technologies and provide a pro-rata refund to the Authorized CA Partner of the license fees paid and or Support fees. If option (iii) applies, the pro- rata refund shall be calculated on the number of months left remaining on the Term of the applicable Transaction Document or if the CA Software is licensed under a Perpetual License, using (only for purposes of a refund calculation) an amortization schedule of three (3) years. 7.2. Warranty remedies are conditioned upon (i) any error or defect complained of is reasonably reproducible by CA, (ii) the CA Software is not modified and is being used in accordance with CA Documentation, and (iii) the breach is not attributable in whole or in part to any non -CA product(s) or service(s). 7.3. THE ABOVE WARRANTIES ARE THE SOLE WARRANTIES PROVIDED BY CA. NO OTHER WARRANTIES, INCLUDING THAT THE CA SOFTWARE IS ERROR FREE, WHETHER EXPRESS OR IMPLIED, INCLUDING, WITHOUT LIMITATION, THE IMPLIED WARRANTIES OF MERCHANTABILITY, NONINFRINGEMENT, OR SUITABILITY AND/OR THE WARRANTY OF FITNESS FOR A PARTICULAR PURPOSE ARE MADE BY CA. 8. ACCEPTANCE 8.1 All CA Software is deemed accepted upon issuance of an order to CA from CA Authorized Partner, 9. VIRTUALIZATION When CA Software is used on multiple machines (physical and "virtual"), each such use of the CA Software shall be counted for the purposes of determining the Authorized Use Limitation for that CA Software. A "virtual" PC or server environment is created where Virtual Machine Technology (which applies to both client and server hardware) is used to enable multiple instances of an operating system(s) to run on a single computer simultaneously. 10. NEW PRODUCT LANGUAGE AND DISTRIBUTED CA SOFTWARE EXCLUSION 10.1 In addition to and separate from unspecified upgrades and enhancements to be provided as maintenance under the initial Term specified in the order with Authorized CA Partner (together with any extension(s) or renewal(s) thereof, the "Term" for purposes of this section), in the event CA develops a new release of a mainframe CA Software that it designates and makes generally available as a new product (typically containing new functions in addition to or different from existing functionality (a "New Product"), then upon CA's receipt of Ordering Activity's written request and without additional charge, such currently unspecified mainframe New Product shall be made available for use by the Ordering Activity during the Term, on the same basis as applies to such mainframe CA Software, even if CA then determines to charge a separate license fee for the mainframe New Product to CA's other licensees. 10.2 Such rights shall not extend to any Hardware provided under this Agreement. Notwithstanding anything to the contrary in the Agreement by and between the parties hereto (i) the Distributed CA Software herein shall not be construed as a "New Product" for the purposes of any prior agreement between the parties; and (ii) the provisions of any "New Product" provision in any prior agreement shall not apply tothe distributed CA Software herein or any subsequent license for CASoftware. 11. NIMSOFT ON PREMISE 11.1. The following terms are modified or added for all Nimsoft transactions to the extent consistent with U.S. Federal law: 11.1.1.Section 2.4: "Nimsoft Software" means the computer software programs, made generally available and licensed to a Ordering Activity under this Module, including all Versions, Releases, provided as part of Support if applicable." 11.1.2.Section 4.1: "If Support is purchased by Ordering Activity, CA will provide Ordering Activity with technical support for the Nimsoft Software, according to the Support specified in the Authorized CA Partner's order with CA, to operate according tothe Documentation, help desk support and Maintenance for the Nimsoft Software pursuant to the following: htt ,/P + wv ,nwrtusoi'6' a omn�cor �er:k dawn nimnsofi docijm nta un-seei�re a reementx n6ramso�'tmmuy-sus�taart ��PCec�raa�nt. ref." 11.1.3.Add as Section 15: "15. REPORTS. Ordering Activity agrees to prepare and submit monthly reports to the CA Authorized Reseller and CA that shall include, without limitation, information detailing the use of the Nimsoft Software pursuant to the license metrics applicable to the Software ("Report"). Ordering Activity shall submit each Report to CA Authorized Reseller and CA on the fifteenth day of each calendar month." 11.1.4.Add as Section 16: "16. OVERAGE. If the Report shows the Ordering Activity has exceeded the Authorized Use Limitation at any time during a month, such Report shall constitute the basis for a claim to the relevant Contracting Officer pursuant to the Contract Disputes Act and FAR 52.233-1. In no event may the Perpetual License or Subscription License quantity be lowered below the original number ordered." 12. GENERAL TERMS 12.1. Any conflict or inconsistency among or between the terms and conditions of the documents comprising the Agreement shall be resolved according to the following order of precedence, in the order of the greatest control to the least: (1) U.S. Federal law, (2) this Version PS 1,0 Page 17 of 38 7/23/201410:36 AM Agreement No. 7434 CR s Channel Software Module and (3) the Channel Foundation Agreement. Notwithstanding the foregoing, unless expressly required by U.S. Federal law in subcontracts for commercial information technology, neither an Ordering Activity issued purchase order, nor the terms of an order between Ordering Activity and the Authorized CA Partner or Prime Contractor, shall modify the terms of the documents indicated herein. Version P51.0 Page 18 of 38 7/23/201410:36 AM Agreement No. 7434 Attachment A to Channel Software Module Definitions and License Metrics APPLICABILITY The following definitions and License Metrics shall apply to the CA Software licensed by Ordering Activity to the extent such terms and/or CA Software are included in Ordering Activity's agreement with Authorized CA Partner or Prime Contractor: Arcot "Tier Servers" means single server of any tier up to and including Tier 9 Server. "Server" shall designate a specialized computer or a serial of processors assigned to store and to distribute information to and from Customer's personal computer (workstations). Linked to a company network, it enables a shared access to the files and a printing service support. "User" means a single person listed in any Customer directory or network storage location whose access and use rights can be authenticated, authorized, or administered by the CA Software. Unless otherwise specified, a User shall not be counted more than once or on a concurrent basis. CA Access Control Premium Edition "Managed Device" means a virtual or physical machine to which the CA Software controls access CA Access Control Privileged User Password Management(PUPM) "Managed Device" means a virtual or physical system or application whose privileged account passwords are being managed by the CA Software, including but not limited to operating system instances, databases, applications, Command Line Interface Software Development Kits, Open Database Connectivity/Java Database Connectivity applications, Windows services and managed tasks, and managed configuration files. When CA Software is used (i) in connection with a Managed Device or (ii) in connection with a virtual or physical system or application that leverages or interoperates with a Managed Device (a "Password Consumer System or Application"), each such use of the CA Software shall be counted for the purposes of determining the Authorized Use Limitation. CA Automation Suite for Data Centers A "Physical Socket" means an electrical component attached to a printed circuit board ("PCB") and electrically interconnects acentral processing unit ("CPU") and PCB. A CPU is the specialized integrated circuit that executes binary programs and performs most logical functions or calculations. One physical CPU may have up to twelve (12) processing cores. CA Configuration Automation program is included in the delivery of CA Automation Suite for Data Centers for use in server environments managed under CA Automation Suite for Data Centers license. Use of this program with server environments not managed by CA Automation Suite for Data Centers requires a separate license for additional fees. Systems Performance for Infrastructure Manager (SystemEDGE) and Virtual Assurance for Infrastructure Manager AIMS components are included in the delivery of the CA Automation Suite for Data Centers for use only with this product. Use of these components with other CA products requires a separate license for additional fees.CA IT Client Management solution consists of CA Software Delivery, CAAsset Management, CA Remote Control programs and is included in the delivery of the CA Automation Suite for Data Centers. Customer may only use these components to manage server class machines, including virtual machines. Use of these programs for managing desktops, laptops and other client devices requires separate licenses for additional fees.CA Asset Intelligence and CA Patch Manager programs are included in the delivery of the CA Automation Suite for Data Centers. Customer may only use these components to manage server class machines, including virtual machines. Use of these programs for managing desktops, laptops and other client devices requires separate licenses for additional fees.CA Process Automation program is included in the delivery of CA Automation Suite for Data Centers. CA Process Automation includes two Orchestrators, all non -Premium Connectors, unlimited Agents and 75 Concurrent Processes per Orchestrator. Additional Orchestrators and Premium Connectors are available as an add -on option at additional cost. "Agent" means a single installation of the agent software component of the CA Process Automation program on a specific operating system which can be identified as unique host identification on a physical or virtual hardware server. "Orchestrator" means a single installation of the Orchestrator software component of the CA Process Automation program on a specific operating system which can be identified as unique host identification on a physical or virtual hardware server. This installation can be a stand-alone Orchestrator or as a node of a new or existing clustered Orchestrator. "Connector" is the software program connecting the CA Process Automation program with specific named third party software or other CA software. For example, CA Process Automation Connector For CA Service Desk connects CA Process Automation with CA Service Desk. Each Connector may only be usedto connect the CA Software with the specific named third party software or CA software program. "Premium Connector" means a Connector identified by CA in the Order Form. "Process instance" means a single copy of a Process definition that has been scheduled to run (Queued state), is running (Running state), or has completed running (Failed or Completed state) on a particular "Orchestrator". Version PS 1.0 Page 19 of 38 7/23/2014 10:36 AM Agreement No. 7434 (3, techinaijogies "Concurrent Processes" means the number of CA Process Automation Process instances that are marked in the Running state within an Orchestrator at any given time. CA AutoSys Workload Automation "Instance" means the number of copies of CA AutoSys Workload Automation installed in your physical and/or virtual environment. CA Clarity Project & Portfolio Manager "CA Software" means the CA Clarity Project and Portfolio Manager (also known as CA Clarity PPM). CA Clarity PPM is licensed by Environment and the number of Users (Manager, Team Member or Viewer). Customer is granted the right to install and use CA Clarity PPM in not more than three (3) Environments, of which only one (1) may be a production Environment. An "Environment" can consist of any or all of the following, provided that all of the servers in the Environment function as one logical Environment: one or more application servers, search servers, report servers, background servers, and/or database servers. Typical examples of Environments include production Environments, development Environments and test Environments. A production Environment is a computer system used to process an organization's daily work on a real- time operation, not systems used only for development and testing. "Manager User" means Customer's designated users who have full use of and access to the functions within CA Clarity PPM. "Team Member User" means Customer's designated users who have limited rights to the functions within CA Clarity PPM, and may only (i) view data and run reports in all licensed products; (ii) collaboratively participate in processes, discussions and document sharing and receive notifications in all licensed products; (iii) view project tasks and calendars, and report and approve time and project status; and (iv) enter and view status of ideas. "View Only User" means Customer's designated users who have limited rights to the functions within CA Clarity PPM and may only (i) view data and run reports; (ii) originate idea workflows, and participate in the continuation of those workflows. CA Client Automation A "Managed System" is any physical or virtual computer system that can host an operating system, including, but not limited to, a desktop computer or laptop computer, used by an end -user as part of their job function to access data, applications and resources, that is administered or managed by CA Client Automation by way of a management infrastructure, whether a CA management agent resides on the system or not. This includes laptops, desktops and virtual desktops running Windows, Macintosh and Linux operating systems, and it excludes Windows Servers, Linux Servers and UNIX systems. The management infrastructure components, such as Domain Manager, Scalability Server, and System Engine, that run on server platforms do not require a separate license, except if these systems themselves are being managed by an active agent for purposes other than serving as the CA Client Automation management infrastructure. CA Client Automation consists of: CA IT Client Manager CA Patch Manager CA Desktop Migration Manager CA Asset Intelligence CA Workflow for CA IT Client Manager (it is included in the delivery of CA Client Automation for use only for automating workflows inside CA Client Automation and between CA Client Automation and other software programs) CA Configuration Automation: The CA Software is licensed by the number of Physical Sockets. A "Physical Socket" means an electrical component attached to a printed circuit board ("PCB") and electrically interconnects a central processing unit ("CPU") and PCB. A CPU is the specialized integrated circuit that executes binary programs and performs most logical functions or calculations. One physical CPU may have up to twelve (12) processing cores. CA Database Performance CA Database Performance is licensed by the number of CPUs when used as a distributed product. "CPU" means a central processing unit which is the specialized integrated circuit that executes binary programs and performs most logical functions or calculations. A dual -core central processing unit is considered a single CPU. Note that because of the use of multi -core CPUs and virtual server environments, the calculation of CPUs for licensing purposes described below will not always equate to the number of physical CPUs in the environment. A virtual server environment is created where virtual machine technology (which applies to both client and server hardware) is used to enable multiple instances of an operating system(s) to run on a single computer simultaneously. With the Authorized Use Limitation as "CPU" or "Processor", the calculation with respect to the number of CPUs on an individual server is determined as follows: Version PS 1.0 Page 20 of 38 7/23/2014 10:36 AM Agreement No. 7434 CRs 1. For non -virtual server environments, for any server with databases monitored by the CA Software with single CPUs (including, for the avoidance of doubt, dual -core CPUs), count the number of CPUs. For any server with databases monitored by the CA Software with greater than dual -core CPUs, count all cores of the CPUs. Divide the number of cores by two (2) and round up to the next whole number. 2. For virtual server environments, for any server with single CPUs (including, for the avoidance of doubt, dual -core CPUs), count the number of CPUs. For any server with greater than dual -core CPUs, count all cores of the CPUs. Divide the number of cores by two (2) and round up to the next whole number. Determine the maximum percentage of the server CPU capacity that is allocated by the Virtual Machine Technology to any operating system instance containing databases(s) monitored by the CA Software, and multiply this percentage by the number of CPUs. Multiply the resulting number by one and a half (1.5X) and round up to the next whole number. 3. For mixed server environments, for each server perform the calculations for CPUs as set forth above in subparagraphs (1) and (2) and add these amounts together to determine the aggregate number of CPUs. CA Systems Performance for Infrastructure Managers (formerly known as "CA SystemEdge ") is a separate program included in the delivery of CA Database Performance. Customers can use this program only for communication with other CA Technologies tools and/or monitoring CA Technologies software systems only. Full functionality of the program to monitor and manage servers requires a separate license with additional fees. CA DLP CA DLP includes CA DLP Enterprise Suite, CA DLP Platform & Surveillance, CA DLP Endpoint, CA DLP Stored Data, CA DLP Message Server and CA DLP Network. CA DLP Network and CA DLP Enterprise Suite (which includes CA DLP Network) require and may only be used on a licensed CA DLP Network Appliance. "CA DLP Network Appliance" means the hardware that operates the CA DLP Network. "User" means a single person, or identity, listed in any Customer directory or network storage location whose access and use rights can be authenticated, authorized, or administered by the CA Software. Unless specified on the Order Form, a User shall not be counted more than once or a concurrent basis. If an Appliance is included with the CA Software, Support for an Appliance is provided in accordance with the CA Appliance Hardware Policy published on CA Support Online located at htt suaa od C.c&corn. CA Enterprise Log Manager "Agent" means a single installation of the agent software on a specific operating system instance which can be identified as a unique host identification on a hardware server. A hardware server may have multiple operating system instances installed on it (through partitioning or virtualization). Each instance of the operating system on a partitioned/virtualized server must license an agent if required forjob scheduling purposes. "Node" means, in a communications system, a networkjunction or connection point. Any system or device connected to a network is also called a node or cluster. "Server" means a single physical or virtual computer which processes data using one or more central processing units, and which is owned, leased or otherwise controlled by Customer. CA ESP Workload Automation (MIPS Based license. Operating System is IBMz/OS) CA ESP Workload Automation is licensed by the specified number of MIPS (the "Authorized Use Limitation in MIPS"). "MIPS"means millions of instructions per second. The MIPS capacity of a computer shall be calculated by reference to CA's published schedules of the MIPS capacity and if a computer isn't listed then the manufacturer's published specifications should apply. In the event that any particular computer is not accounted for on CA's schedule, the manufacturer's published specification of MIPS capacity shall control. Further, in the event a special purpose processor, designed to perform one or more dedicated functions, is being used as a general purpose processor, CA shall treat such processor as a general purpose processor for purposes of calculating Authorized Use Limitation in MIPS. "Customer Site" means the site(s) specified at the time of licensing the CA Software or the Customer Address if no Customer Site has been indicated. Customer may use the CA Software only on the specific computers upon which the CA Software is installed to run at the Customer Site or on computers which are linked, connected to and/or which can remotely access such computers, irrespective of the platform designations of the hardware or operating systems, provided that such computer is capable of accessing, using, executing or benefiting from the CA Software, subject to the aggregate MIPS capacity not exceeding the Authorized Use Limitation in MIPS. Version PS 1.0 Page 21 of 38 7/23/2014 10:36AM Agreement No. 7434 ca, tectii ologieS CA Fast Unload for Distributed Databases: The CA Software is licensed by the number of servers. "Server" means a single physical or virtual computer which processes data using one or more central processing units, and which is owned, leased or otherwise controlled by Customer. CA Federation Manager: (a) "Federate" means to link or bind two or more entities together, enabling identity, account, attribute, authentication, and authorization federation across different trust realms. (b) "Federation" means a relationship or an association between a specific system entity's identified users, partners oraccounts. (c) "Federation Partner" means an internal or external entity (i) for which a unique federation configuration is required in order to join a Federation, and (ii) with whom Customer interoperates using Federation Manager, with or without SAMLAA. (d) "Federation Partnership Licensee" means the Federation Partner designated by Customer as licensed to use SAML AA or Federation Manager in accordance with the provisions of the Agreement and who has agreed in writing to Customer terms and conditions substantially similar to the Federation Manager and SAML AA license provisions contained herein, as well as the confidentiality provisions contained in the Agreement. Such Federation Partnership Licensee shall not have any right to further copy, distribute, or otherwise transfer such software or any rights therein, notwithstanding any provision of the Agreement to the contrary. With regard solely to such Federation Partners use of the Licensed Programs in accordance herewith, the term "Customer" in the Agreement includessuch Federation Partner. (e) "Federation User' means any user who is allowed to use a Federation via the specific configuration of Federation Manager that Customer deploys. A Federation User shall not be counted more than once or on a concurrent basis. CA GEN ENC Cross -Gen Opt Linux "Server" means a single physical or virtual computer which processes data using one or more central processing units, and which is owned, leased or otherwise controlled by Customer. "User" means a single person listed in any Customer directory or network storage location whose access and use rights can be authenticated, authorized, or administered by the CA Software. Unless otherwise specified, a User shall not be counted more than once or on a concurrent basis. "Non Tier Servers" means single server of any tier up to and including Tier 9 Server. CA GEN Implementation Toolset "Server" means a single physical or virtual computer which processes data using one or more central processing units, and which is owned, leased or otherwise controlled by Customer. "User" means a single person listed in any Customer directory or network storage location whose access and use rights can be authenticated, authorized, or administered by the CA Software. Unless otherwise specified, a User shall not be counted more than once or on a concurrent basis. "Non Tier Servers" means single server of any tier up to and including Tier 9 Server. CA GEN TRANSACTION Enabler "Server" means a single physical or virtual computer which processes data using one or more central processing units, and which is owned, leased or otherwise controlled by Customer. "User' means a single person listed in any Customer directory or network storage location whose access and use rights can be authenticated, authorized, or administered by the CA Software. Unless otherwise specified, a User shall not be counted more than once or on a concurrent basis. "Non Tier Servers" means single server of any tier up to and including Tier 9 Server. CA GEN TRANSACTION Enabler User Fnl "Server" means a single physical or virtual computer which processes data using one or more central processing units, and which is owned, leased or otherwise controlled by Customer. "User" means a single person listed in any Customer directory or network storage location whose access and use rights can be authenticated, authorized, or administered by the CA Software. Unless otherwise specified, a User shall not be counted more than once or on a concurrent basis. "Non Tier Servers" means single server of any tier up to and including Tier 9 Server. Version P51,.0 Page 22 of 38 7/23/201410:36 AM Agreement No. 7434 ca, Redinologi s CA GEN WRKSTN Cross -Gen Linux "Server" means a single physical or virtual computer which processes data using one or more central processing units, and which is owned, leased or otherwise controlled by Customer. "User" means a single person listed in any Customer directory or network storage location whose access and use rights can be authenticated, authorized, or administered by the CA Software. Unless otherwise specified, a User shall not be counted more than once or on a concurrent basis. "Non Tier Servers" means single server of any tier up to and including Tier 9 Server. CA Identity Manager "User" means a single person listed in any Customer directory or network storage location whose access and use rights can be authenticated, authorized, or administered by CA Identity Manager. Unless otherwise specified, a User shall not be counted more than once or on a concurrent basis. "Internal User" is an intranet User defined as an employee or contractor of the Customer. CAldentity Manager may be used for Customer's internal use only, by the Internal Users on Customer's local area network and client/server system or a HTTP-based Web server infrastructure. Internal Users licensed hereunder may not be aggregated by a Customer contractor with any users of CA Identity Manager separately licensed by such contractor. "External User" is either an extranet or internet User defined as an employee of Customer's authorized third parties, which may be Customer's customers, clients, or consumers, on internetwebsite(s) owned by, or under the control of, Customer. External Users licensed hereunder may not be aggregated by a Customer's vendor or business partner with any Users of CA Identity Manager separately licensed by such vendor orpartner. CA Infrastructure Insight "Device" means a network -connected device that is managed by the CA Software and uses an Internet Protocol ("IP") address, including but not limited to IP and hybrid telephony devices, routers, appliances, hubs, physical servers, single -flow interfaces, and physical machines, but excluding endpoint devices such as IP telephones. When the Authorized Use Limitation is "Device", the calculation with respect to the number of Licenses is determined asfollows: a. For network -connected devices, for any device with up to five (5) IPflow interfaces, count the number of devices. For any device with greater than five (5) IPflow interfaces, count the total number of IPflow interfaces. Divide the number of IPflow interfaces by five (5) and round up to the next whole number. b. For network -connected devices, for any device with up to two hundred (200) ports, count the number of devices. For any device with greater than two hundred (200) ports, count the total number of ports. Divide the number of ports by two hundred (200) and round up to the next whole number. For avoidance of doubt, when a single network -connected device, has greater than five (5) IPflow interfaces and greater than two hundred (200) ports, the device is included in the license count that results in the highest number of licenses. For example, a device with fifty (50) IPflow interfaces and six hundred (600) ports would be included in the license count based upon the number of IPflow interfaces (50/5 = 10 licenses while 600/200 = 3 licenses). CA Infrastructure Insight consists of CA Spectrum Infrastructure Manager and CA NetQoS ReporterAnalyzer. CA Database Performance is included in the delivery of CA Infrastructure Insight for use only for monitoring the databases included in CA Infrastructure Insight. Full functionality of CA Database Performance to monitor other databases requires a separate license for additional fees. CA Systems Performance for Infrastructure Managers is included in the delivery of CA Infrastructure Insight for use only for provisioning and performance monitoring of the systems that are running CA Infrastructure Insight. Full functionality of CA Systems Performance for Infrastructure Managers requires a separate license for additional fees. If an Appliance is included with the CA Software, Support for a CA -provided physical server platform hardware appliance which is bundled with and used to operate one or more pre -installed licensed CA software products is provided in accordance with the CA Appliance Hardware Policy published on CA Support Online located athltp://suoport.ca,com. CA Infrastructure Management "Device" means a network -connected device that is managed by the CA Software and uses an Internet Protocol ("IP") address, including but not limited to IP and hybrid telephony devices, routers, appliances, hubs, physical servers, single -flow interfaces, and physical machines, but excluding endpoint devices such as IP telephones. When the Authorized Use Limitation is "Device", the calculation with respect to the number of Licenses is determined asfollows: Version P51.,0 Page 23 of 38 7/23/201410:36 AM Agreement No. 7434 CR a. For network -connected devices, for any device with up to five (5) IPflow interfaces, count the number of devices. For any device with greater than five (5) IPflow interfaces, count the total number of IPflow interfaces. Divide the number of IPflow interfaces by five (5) and round up to the next whole number. b. For network -connected devices, for any device with up to two hundred (200) ports, count the number of devices. For any device with greater than two hundred (200) ports, count the total number of ports. Divide the number of ports by two hundred (200) and round up to the next whole number. For avoidance of doubt, when a single network -connected device, has greater than five (5) IPflow interfaces and greater than two hundred (200) ports, the device is included in the license count that results in the highest number of licenses. For example, a device with fifty (50) IPflow interfaces and six hundred (600) ports would be included in the license count based upon the number of IPflow interfaces (50/5 = 10 licenses while 600/200 = 3 licenses). CA Infrastructure Management consists of CA Spectrum Infrastructure Manager, CA eHealth Performance Manager and CA NetQoS ReporterAnalyzer. CA Database Performance is included in the delivery of CA Infrastructure Management for use only for monitoring the databases included in CA Infrastructure Management. Full functionality of CA Database Performance to monitor other databases requires a separate license for additional fees. CA Systems Performance for Infrastructure Managers is included in the delivery of CA Infrastructure Management for use onlyfor provisioning and performance monitoring of the systems that are running CA Infrastructure Management. Full functionality of CA Systems Performance for Infrastructure Managers requires a separate license for additional fees. If an Appliance is included with the CA Software, Support for a CA -provided physical server platform hardware appliance which is bundled with and used to operate one or more pre -installed licensed CA software products is provided in accordance with the CA Appliance Hardware Policy published on CA Support Online located atttt s su >aor. CA Infrastructure Performance "Device" means a network -connected device that is managed by the CA Software and uses an Internet Protocol ("IP") address, including but not limited to IP and hybrid telephony devices, routers, appliances, hubs, physical servers, single -flow interfaces, and physical machines, but excluding endpoint devices such as IP telephones. When the Authorized Use Limitation is "Device", the calculation with respect to the number of Licenses is determined asfollows: a. For network -connected devices, for any device with up to five (5) IPflow interfaces, count the number of devices. For any device with greater than five (5) IPflow interfaces, count the total number of IPflow interfaces. Divide the number of IPflow interfaces by five (5) and round up to the next whole number. b. For network -connected devices, for any device with up to two hundred (200) ports, count the number of devices. For any device with greater than two hundred (200) ports, count the total number of ports. Divide the number of ports by two hundred (200) and round up to the next whole number. For avoidance of doubt, when a single network -connected device, has greater than five (5) IPflow interfaces and greater than two hundred (200) ports, the device is included in the license count that results in the highest number of licenses. For example, a device with fifty (50) IPflow interfaces and six hundred (600) ports would be included in the license count based upon the number of IPflow interfaces (50/5 = 10 licenses while 600/200 = 3 licenses). CA Infrastructure Performance consists of CA eHealth Performance Manager and CA NetQoS ReporterAnalyzer. CA Database Performance is included in the delivery of CA Infrastructure Performance for use only for monitoring the databases included in CA Infrastructure Performance. Full functionality of CA Database Performance to monitor other databases requires a separate license for additional fees. CA Systems Performance for Infrastructure Managers is included in the delivery of CA Infrastructure Performance for use onlyfor provisioning and performance monitoring of the systems that are running CA Infrastructure Performance. Full functionality of CA Systems Performance for Infrastructure Managers requires a separate license for additional fees. If an Appliance is included with the CA Software, Support for a CA -provided physical server platform hardware appliance which is bundled with and used to operate one or more pre -installed licensed CA software products is provided in accordance with the CA Appliance Hardware Policy published on CA Support Online located athittta /'/Luport.ca.com. Version P51.A Page 24 of 38 7/23/201410:36 AM Agreement No. 7434 ca, s CA Insight Database Performance Manager "Server" means a single physical or virtual computer which processes data using one or more central processing units, and which is owned, leased or otherwise controlled by Customer.CA Systems Performance for Infrastructure Managers (formerly known as "CA System Edge") Limited Use, is a separate program included in the delivery of CA Insight Database Performance Manager. The customers can use this program only for communication with other CA Technologies tools and/or monitoring CA Technologies Software systems only. Full functionality of the program to monitor and manage servers requires a separate license with additional fees. CA IT Asset Manager "CA Software" means the CA IT Asset Manager and CA Software Compliance Manager. A "Managed System" is any physical orvirtual desktop, laptop, server, and tablet computer that may be tracked and/or managed by the CA Software, based upon user -supplied unique designations to identify such computers, regardless of use purpose including non -production, spares, or disaster recovery. If the optional component CA Software Compliance Content Subscription is listed on the applicable Order Form, Customer is granted a term license to use such content with CA Software Compliance Manager or CA IT Asset Manager beginning on the Term Start Date and ending on the Term End Date. The subscription fees for CA Software Compliance Content Subscription include the right to receive content updates during the Term of the content subscription. Such license for CA Software Compliance Content Subscription shall renew at the option of the Ordering Activity and be extended for successive periods equivalent to the original subscription Term, subject to the parties' agreement concerning fees to be paid during each such extended term. Use of the CA Software is limited as to severaIcomponents included unless separately licensed. Software technology for Software Distribution, Remote Control and Asset Discovery and Inventory (CA IT Client Management) are included with CA Software Compliance Manager and CA IT Asset Manager, however the only authorized use is the ability to import Microsoft SMS 2003 or Microsoft SystemCenter Configuration Manager 2007 through the CA Asset Converter for Microsoft SMS, importing inventory from other third party discovery tools using the Asset Collector technology and CA IT Client Manager technology. Explicitly, Customer is not licensed to use the software distribution, remote control technologies as well as the full asset inventory and discovery agents. Use of the CA Software or CA Software Compliance Content Subscription is not a substitute for Customer's compliance with any laws (including but not limited to any act, statute, regulation, requirement, rule, standard, directive, administrative order, executive order, etc. (collectively, "Laws")). Customer should consult with competent legal counsel regarding any such Laws. Use of the CA Software or CA Software Compliance Content Subscription is not a substitute for Customer's compliance with its contractual obligations. The CA Software and CA Software Compliance Content Subscription require Customer to (i) manuallyor electronically enter or (ii) make decisions regarding software license data and other information for purposes of tracking authorized use, compliance with its software license contractual obligations and other information ("Data Entry"). Notwithstanding the provisions of any warranty to the contrary, CA makes no warranty with respect to the CA Software or CA Software Compliance Content Subscription failure, error, omission or inaccuracy to the extent that any such failure, error, omission or inaccuracy relates, in whole or in part, to Data Entry errors, omissions, decisions, inaccuracies, misinterpretations or otherwise. CA IT Client Manager "Managed System" is any physical or virtual computer system that can host an operating system, including, but not limited to, a desktop computer, server, or laptop computer, that is administered or managed by the CA Software (IT Client Manager / IT Inventory Manager) by way of a CA management agent, whether it resides on the asset or not. A "Non -CA managed system" has their inventory gathered by a non -CA management agent; however, the information about that asset is still stored in the Management Database (MDB). Thisasset information may have been obtained using the SMS Connector or Asset Collector. If Customer is licensed for CA IT Client Manager Patch Subscription, Customer is granted a term license to use such program with CA IT Client Manager beginning on the Term Start Date and ending on the End Date for the subscription term. The term license for the CA IT Client Manager Patch Subscription shall renew at the Ordering Activity's option and be extended for successive periods equivalent to the original term, subject to the parties' agreement concerning fees to be paid during each extendeciterm. CA Mainframe for IBM Rational Developer for System z Unit Test (CA Mainframe Suite for RDz UT):. a) Additional license rights to the CA software program(s) referenced below ("CA Software") are provided under the following terms and conditions in addition to any terms and conditions referenced (i) on the Order Form entered into by you and the CA entity ("CA") through which you obtained a license for the CA Software and (ii) in the software license agreement between you and CA for the CA Software. These terms shall be effective from the effective date of the Order Form. b) Program Name: CA Mainframe Suite for IBM Rational Developer for System z Unit Test ("RDz UT") Version P51,0 Page 25 of 38 7/23/201410:36 AM Agreement No. 7434 Ca s c) Specified Operating Environment The license rights set forth herein apply only to CA Software separately licensed from CA for the z/OS environment and for use hereunder only in the IBM RDz LITenvironment. d) CA Software CA Software for IBM RDz UT Environment: CA 1T" Tape Management, CA TLMS® Tape Management CA ACF2TM, CA ACF2T1 Option for DB2 CA Aion® Business Rules Expert CA Auditor for z/OS, CA Cleanup CA Bundl® CA Cleanup CA Compliance Manager for z/OS CA Database Management for D62 forz/OS CA Database Management for IMS for z/OS CA Datacom® CA DeliverT"" CA Disk— Backup and Restore CA Dispatch'"" CA Easytriev0 CA Endevor® Software Change Manager CA FileMaster'" Plus, CA FileMasterT"" Plus IMS CA Gen CA Gener/OL CA IDMST"' CA InterTestT" for CICS, CA InterTestT' Batch CA JCLCheckT"" Workload Automation CA JobTracT"' Job Management CA Librarian® CA Mainframe Application Tuner CA Mainframe Software Manager - CA NetMaster® File Transfer Management, CA NetMaster® Network Automation, CA NetMaster® Network Management for SNA, CA NetMaster® Network Management for TCP I CA Optimizer®/II CA Panvalet® CA Roscoe® Version PS Page 26 of 38 7/23/201410:36 AM Agreement No. 7434 ca, f cIhrtologeies CA Scheduler® Job Management CA Spool'" CA SymDump® Batch, CA SymDump® for CICS CA Telon® CA Top Secret®, CA Top Secret' Option for DB2 CA UFO"" CA View® CA Workload Automation CA 7® Edition, CA Workload Automation ESP Edition, CA Workload Automation Restart Option EE, CA Workload Automation Restart Option for z/OS Schedulers CAXCOM'"' Data Transport® e) Licensing Model and Terms The license rights set forth herein authorize you to use CA Software for which you are separately licensed only in the IBM RDz UT environment for non -production purposes. During the term of this license, you must also be licensed to use the IBM RDz UT environment. Use of the CA Software in any other environment or in the RDz UT environment for production purposes is expressly prohibited. This restriction does not change your existing license rights to use the CA Software in a production environment. A production environment is a computer system used to process an organization's daily work on a real-time operation and is not a system used only for development and testing. During the term of this license, if you license additional CA Software, the license rights granted herein apply to such subsequently licensed CASoftware. The license rights are provided on a "per Seat" basis. "Seat" means a single person or identity whose access and use rights can be authenticated, authorized, or administered, or who has the ability to view content aggregated or managed by the CA Software. In general, a Seat shall not be counted more than once or on a concurrent (logged -in) basis. One Seat license shall authorize you to use any of the CA Software for which you are separately licensed in the RDz UT environment. The term of this license (the "Term") is the lesser of: (i) one (1) year; (ii) the term end date for the applicable separately licensed CA Software; or (iii) the term end date for your use of the IBM RDz UT environment. Any termination under clauses (ii) or (iii) immediately above shall not result in refund of any license fees paid hereunder. Subject to the limitations set forth in clauses (i) (ii) and (iii) immediately above, any renewal or extension of the license term for the separately licensed CA Software or the IBM RDz UT environment, as the case may be, shall continue the Term of this agreement for the period identified above. If you have multiple CA Software products with different term end dates, the license rights granted herein terminate as to each specific CA Software product in the lesser of one (1) year or when the applicable term license for such CA Software ends. Termination of license rights hereunder shall not terminate your license to any CA Software product. CA does not provide support for the CA Software in the RDz UT environment. Any issues with the CA Software in the RDz UT environment must be reproduced by you in the z/OS environment and reported as such through CA Technologies normal support process for the CA Software. CA NetQoS NetVoyant "Device" means a network -connected device that is managed by the CA Software and uses an Internet Protocol ("IP") address, including but not limited to IP and hybrid telephony devices, routers, appliances, hubs, physical servers, single -flow interfaces, and physical machines. Endpoint devices used solely as IP telephones are not considered to be Devices, unless the CA Software is specifically licensed by the number of phones. For the purposes of CA NetQoS Unified Communication Monitor only, endpoint devices used solely aslP telephones are considered to be Devices. When the Authorized Use Limitation is "Device", the calculation with respect to the number of Licenses is determined as follows: 1. For network -connected devices, in non -virtual server environments, for any device with up to five (5) IPflow interfaces, count the number of devices. For any device with greater than five (5) IPflow interfaces, count the total number of IPflow interfaces. Divide the number of IPflow interfaces by five (5) and round up to the next whole number. Version PS 1.0 Page 27 of 38 7/23/201410:36 AM Agreement No. 7434 2. For network -connected devices, in non -virtual server environments, for any device with up to two hundred (200) ports, count the number of devices. For any device with greater than two hundred (200) ports, count the total number of ports. Divide the number of ports by two hundred (200) and round up to the next whole number. For avoidance of doubt, when a single network -connected device, in non -virtual environments, has greater than five (5) IPflow interfaces and greater than two hundred (200) ports, the device is included in the license count that results in the highest number of licenses. For example, a device with fifty (50) IPflow interfaces and six hundred (600) ports would be included in the license count based upon the number of IPflow interfaces (50/5 = 10 licenses while 600/200 = 3licenses). CA NetQoS Reporter Analyzer "Device" means a network -connected device that is managed by the CA Software and uses an Internet Protocol ("IP") address, including but not limited to IP and hybrid telephony devices, routers, appliances, hubs, physical servers, single -flow interfaces, and physical machines. Endpoint devices used solely as IP telephones are not considered to be Devices, unless the CA Software is specifically licensed by the number of phones. For the purposes of CA NetQoS Unified Communication Monitor only, endpoint devices used solely aslP telephones are considered to be Devices. When the Authorized Use Limitation is "Device", the calculation with respect to the number of Licenses is determined as follows: 1. For network -connected devices, in non -virtual server environments, for any device with up to five (5) IPflow interfaces, count the number of devices. For any device with greater than five (5) IPflow interfaces, count the total number of IPflow interfaces. Divide the number of IPflow interfaces by five (5) and round up to the next whole number. 2. For network -connected devices, in non -virtual server environments, for any device with up to two hundred (200) ports, count the number of devices. For any device with greater than two hundred (200) ports, count the total number of ports. Divide the number of ports by two hundred (200) and round up to the next whole number. For avoidance of doubt, when a single network -connected device, in non -virtual environments, has greaterthan five (5) IPflow interfaces and greater than two hundred (200) ports, the device is included in the license count that results in the highest number of licenses. For example, a device with fifty (50) IPflow interfaces and six hundred (600) ports would be included in the license count based upon the number of IPflow interfaces (50/5 = 10 licenses while 600/200 = 3licenses). CA RegFort: CA RegFort is licensed by the number of Users orlssuance. "User" means a single person, or identity, listed in any Customer directory or network storage location whose access and use rights can be authenticated, authorized, or administered by CA RegFort or who has the ability to view content aggregated or managed by CA RegFort. In general, a user shall not be counted more than once or on a concurrent (logged -in) basis. "Issuance" means any activity in the life cycle of a Public Key Infrastructure credential that is managed by CA RegFort, including, but not limited to, creation of a new credential, revocation, renewal, re -issue or update of the credential. "RegFort Client" means a portion of CA RegFort which enables end -users to interface with smartcards and tokens. Limited License Grant. In addition to the rights granted in the applicable license agreement, CA grants Customer and its affiliates a nonexclusive license to distribute RegFort Client to end -users. Customer may use Customer's logo and name with the RegFort Client. No title to or ownership of the RegFort Client is transferred to Customer. CA RiskFort: CA RiskFort is licensed by the number of Users. "User" means a single person, or identity, listed in any Customer directory or network storage location whose access and use rights can be authenticated, authorized, or administered by CA RiskFort or who has the ability to view content aggregated or managed by CA RiskFort. In general, a user shall not be counted more than once or on a concurrent (logged -in) basis. Version P61.0 Page 28 of 38 7/23/201410:36 AM Agreement No. 7434 CA Role and Compliance Manager "User" means a single person listed in any Customer directory or network storage location whose access and use rights can be authenticated, authorized, or administered by the CA Software. Unless otherwise specified, a User shall not be counted more than once or on a concurrent basis. An "Internal User" is an intranet User defined as an employee or contractor of the Customer. CA Role and Compliance Manager may be used for Customer's internal use only, by the Internal Users on Customer's local area networkand client/server system or a HTTP-based Web server infrastructure. Internal Users licensed hereunder may not be aggregated by a Customer contractor with any users of CA Role and Compliance Manager separately licensed by such contractor. An "External User" is either an extranet or internet User defined as an employee of Customer's authorized third parties, which may be Customer's customers, clients, or consumers, on internet website(s) owned by, or under the control of, Customer. External Users licensed hereunder may not be aggregated by a Customer's vendor or business partner with any Users of CA Role and Compliance Manager separately licensed by such vendor or partner. CA Server Automation "Physical Socket" means an electrical component attached to a printed circuit board ("PCB") and electrically interconnects a central processing unit ("CPU") and PCB. A CPU is the specialized integrated circuit that executes binary programs and performs most logical functions or calculations. One physical CPU may have up to twelve (12) processing cores. CA Systems Performance for Infrastructure Manager (SystemEDGE) and CA Virtual Assurance for Infrastructure ManagerAIMS components are included in the delivery of the CA Server Automation for use only with this product. Use of these components with other CA products requires a separate license for additional fees. CA IT Client Management solution consists of CA Software Delivery, CA Asset Management, CA Remote Control programs and is included in the delivery of the CA Server Automation. Customer may only use these components to manage server class machines, including virtual machines. Use of these programs for managing desktops, laptops and other client devices requires separate licenses for additional fees. CA Asset Intelligence and CA Patch Manager programs are included in the delivery of the CA Server Automation. Customer may only use these components to manage server class machines, including virtual machines. Use of these programs for managing desktops, laptops and other client devices requires separate licenses for additionalfees. CA Service Desk Manager "CA Software" and "SDM" mean the CA Service Desk Manager —Analyst License, CA Service Desk Manager- Full License, or CA CMDB Manager Servers described herein in object code form. CA Service Desk Manager -Full License and CA Service Desk Manager -Analyst License are licensed on a Concurrent Analyst basis. In CA Service Desk Manager -Full License, CA Service Desk Manager -Analyst License, the authorized users are assigned various roles based upon the functions needed to accomplish designated tasks. "Concurrent Analyst", in the context of CA Service Desk Manager, means a software license that is based on the number of simultaneous (concurrent) users accessing the program. For the purpose of SDM, all roles (for example: Analyst, Manager, Administrator), and programmatic API and/or web services calls require a license. The Software does not prohibit additional users from access, but does log a license exception for auditing purposes. Customer is entitled to have the specified number of Concurrent Analysts access CA Service Desk Manager simultaneously. For CA Service Desk Manager -Full License, CA Service Desk Manager -Analyst License, You are also licensed for End -User Self -Service, which is granted to the employee and customer roles to allow for the creation, modification, and closure of a ticket on their own behalf, but not on behalf of someone else. CA Service Desk Manager -Full License includes a limited entitlement to CA Cohesion, and use of CA Cohesion is restricted to a maximum of one hundred (100) Managed Servers. Use for additional Servers requires additional licenses for CA CMDB Managed Server. CA Service Desk Manager -Analyst License does not include the CA Cohesion entitlement. CA CMDB Managed Servers is licensed by the number of Servers. "Managed Servers" means a virtual or physical Server managed by CA Software. "Server" means a single physical or virtual computer which processes data using one or more central processing units, and which is owned, leasedor otherwise controlled by Customer. CA Service Desk Manager includes a limited entitlement to CA Business Intelligence. This entitlement is restricted to use within the context of reporting for SDM only. Specifically, SDM reports created using CA Business Intelligence may access and incorporate data created by, derived from, or used by SDM or third party data sources, provided that such data facilitates or augments data for Customer's use of SDM. Version PS 1.0 Page 29 of 38 7/23/201410:36 AM Agreement No. 7434 CA Service Desk Manager includes a limited entitlement to CA Process Management for Workflows. This entitlement is restricted to use within the context of Workflows associated with SDM only. This entitlement includes: the Service Desk Manager connector; three (3) Custom Operators; and five (5) Agents. This entitlement does not include any Premium Connectors. Multiple Orchestrators can be deployed with the constraints specified herein. There are no license limitations on the number of concurrent processes per Orchestrator, For the purpose of CA Process Management for Workflows, "Agent" means a single installation of the agent software component of the CA Process Management for Workflows on a specific operating system which can be identified as a unique host identification on a physical or virtual hardware server. For the purpose of CA Process Management for Workflows, "Connector" is the software program connecting CA Process Management for Workflows with specifically named third -party software or other CA software. For example, "CA Process Management for Workflows Connector for CA Service Desk Manager" connects CA Process Management for Workflows with CA Service Desk Manager. Each Connector may only be used to connect the CA Software with the specific named third -party software or CA software program. For the purpose of CA Process Management for Workflows, "Custom Operator" means a type of automation object within the CA Process Management for Workflows that can be created to enhance, modify, or restrict the capabilities of an existing "Connector". For the purpose of CA Process Management for Workflows, "Orchestrator" means a single installation of the Orchestrator software component of CA Process Management for Workflows on a specific operating system which can be identified as a unique host identification on a physical or virtual hardware server. This installation can be a stand-alone Orchestrator or as a node of a new or existing clustered Orchestrator. CA SiteMinder "User" means a single person listed in any Customer directory or network storage location whose access and use rights can be authenticated, authorized, or administered by the CA Software. Unless otherwise specified, a User shall not be counted more than once or on a concurrent basis. An "Internal User" is an intranet User defined as an employee or contractor of the Customer. CA SiteMinder may be used for Customer's internal use only, by the Internal Users on Customer's local area network and client/server system or a HTTP-based Web server infrastructure. Internal Users licensed hereunder may not be aggregated by a Customer contractor with any users ofCA SiteMinder separately licensed by such contractor. An "External User" is either an extranet or internet User defined as an employee of Customer's authorized third parties, which may be Customer's customers, clients, or consumers, on internet website(s) owned by, or under the control of, Customer. External Users licensed hereunder may not be aggregated by a Customer's vendor or businesspartner with any Users of CA SiteMinder separately licensed by such vendor orpartner. CA SOA Security Manager<br /><br />"Secured Web Service" means a software system designed to support interoperablemachine-to- machine interaction over a network which needs to be secured from unauthorized access, software routines or components that is or are intended to disable, erase, or otherwise harm software, equipment, or data, or cause other similar damage. This web service can be a URI or web services End point defined in a WSDL file. "URI" (Uniform Resource Identifier) means a compact string of characters for identifying an abstract or physical resource. "End point" means a specific location for accessing a web service using a specific protocol and data format. "WSDL" (Web Service Definition Language) means an XML (Extensible Markup Language) format for describing network services as a set of endpoints operating on messages containing either document -oriented or procedure -oriented information. "User" means a single person, application or identity listed in any Customer directory or network storage location whose access and use rights can be authenticated, authorized, or administered by the CA Software or who has the ability to view content aggregated or managed by CA SOA Security Manager. In general, a user shall not be counted more than once or on a concurrent (logged -in) basis. CA SOA Security Manager with Gateway CA SOA Security Manager is licensed in number of Secured Web Services and Users. CA SOA Security Gateway is licensed in number of Instances. "Secured Web Service" means a software system designed to support interoperable machine -to -machine interaction over a network which needs to be secured from unauthorized access, software routines or components that is or are intended to disable, erase, Version P6 1„0 Page 30 of 38 7/23/201410:36 AM Agreement No. 7434 or otherwise harm software, equipment, or data, or cause other similar damage. This web service can be a URI or web services End point defined in a WSDL file. "URI" (Uniform Resource Identifier) means a compact string of characters for identifying an abstractor physical resource. "End point" means a specific location for accessing a web service using a specific protocol and data format. "WSDL" (Web Service Definition Language) means an XML (Extensible Markup Language) format for describing network services as a set of endpoints operating on messages containing either document -oriented or procedure -oriented information. "User" means a single person, application or identity listed in any Customer directory or network storage location whose access and use rights can be authenticated, authorized, or administered by CA SOA Security Manager or who has the ability to view content aggregated or managed by CA SOA Security Manager. In general, a user shall not be counted more than once or on a concurrent (logged -in) basis. "Installation" means the number of copies of CA SOA Security Manager installed in the Customer's physical and/or virtual environment. CA Spectrum Infrastructure Manager "Managed Network Device" means a virtual or physical network -connected device with less than 200 ports that is managed by CA Spectrum Infrastructure Manager and uses an Internet Protocol ("IP") address, including but not limited to IP and hybridtelephony devices, routers, appliances, hubs, virtual or physical servers, and virtual or physical machines, but excluding endpoint devices such as IP telephones. CA Spectrum Service Assurance "Site" or "Installation" means use of CA Spectrum Service Assurance in a data center comprised of one or more CPUs conforming to the following conditions: Two or more CPUs will be considered part of the same site if (i) the CPUs are located in a single building, (ii) each CPU shares access to data storage and peripheral devices with one or more of the other CPUs without requiring any programming interface to another CPU, and (iii) the CPUs function as a data processing facility under common data processing operations supervision. Use of CA Spectrum Service Assurance on two or more CPUs will be considered multiple and separate sites if all of the foregoing conditions of a single site are not satisfied, regardless of (i) whether they occupy different floors or locations in the same building or share the same mailing location address, or (ii) the extent to which the CPUs are integrated within a network or serve a functional role as part of a larger data processing organization. Customer is granted the right to deploy CA Spectrum Service Assurance at the Sites with the addresses listed in the Order Form. Customer may change and amend the addresses of the Sites by notice to CA providing that the total number of Sites listed does not exceed the number listed in the Order Form. "Connection" means a data source indicated by CA Spectrum Service Assurance to have a connector status of "Online". A Connection may consist of a connection to a CA Software product (i.e. CA Wily, CA Spectrum), a third party product (i.e. HPOV), or a custom application. "Data source" means any software application that provides data to CA Spectrum Service Assurance. CA SYSVIEW for CA Wily APM Customer is granted a limited license to use CA SYSVIEW for CA Wily APM solely for the integration with CA Wily APM or CA Wily Introscope 8.2 or above ("CA Wily"). With this license, Customer is only authorized to install, configure and use CA SYSVIEW for CA Wily APM components to support its authorized use with CA Wily to provide mainframe performance metrics to CA Wily and trace transactions tagged by CA Wily that perform activity on the mainframe. Customer may not use CA SYSVIEW for CA Wily APM for other purposes. Any additional use requires a separate non -restricted license. In the event Customer chooses to increase its Authorized Use for CA Wily, Customer must also increase its Authorized Use for CA SYSVIEW for CA Wily APM and pay all applicable additional license and maintenance fees related thereto in order to use CA SYSVIEW for CA Wily APM with such increased CA Wily capacity. Additional use of CA Wily without obtaining a separate non -restricted license may be the basis for filing a claim with the relevant Contracting Officer under the Contract Disputes Act and FAR 52.233-1. CA TSreorg for Distributed Databases "Server" means a single physical or virtual computer which processes data using one or more central processing units, and which is owned, leased or otherwise controlled by Customer. Version P51.0 Page 31 of 38 7/23/2014 10:36 AM Agreement No. 7434 CA Virtual Assurance "Physical Socket" means an electrical component attached to a printed circuit board ("PCB") and electrically interconnects a central processing unit ("CPU") and PCB. A CPU is the specialized integrated circuit that executes binary programs and performs most logical functions or calculations. One physical CPU may have up to twelve (12) processing cores. If an Appliance is included with the CA Software, Support for an Appliance is provided in accordance with the CA Appliance Hardware Policy published on CA Support Online located athttp://support.ca.com. CA Virtual Automation "Physical Socket" means an electrical component attached to a printed circuit board ("PCB") and electrically interconnects a central processing unit ("CPU") and PCB. A CPU is the specialized integrated circuit that executes binary programs and performs most logical functions or calculations. One physical CPU may have up to twelve (12) processing cores. CA Virtual Configuration "Physical Socket" means an electrical component attached to a printed circuit board ("PCB") and electrically interconnects a central processing unit ("CPU") and PCB. A CPU is the specialized integrated circuit that executes binary programs and performs most logical functions or calculations. One physical CPU may have up to twelve (12) processing cores. CA Virtual Performance Management (CAVPM) "CPU" or "Processor" means central processing unit which is the specialized integrated circuit that executes binary programs and performs most logical functions or calculations. A Processor may not exceed a maximum of 12 processing cores. CA WebFort: CA WebFort is licensed by the number of User Credentials and Users. "Credential" means an attestation of qualification, competence, or authority issued to a User by the CA Software. "User" means a single person, or identity, listed in any Customer directory or network storage location whose access and use rights can be authenticated, authorized, or administered by CA WebFort or who has the ability to view content aggregated or managed by CA WebFort. In general, a user shall not be counted more than once or on a concurrent (logged -in) basis. "User Credentials" means the number of Credentials set forth on the Order Form to be issued to the Users who are authorized to access and use CA WebFort. Each User may have more than one credential for different verification methods. "ArcotlD Client" or "ArcotOTP Client" means portions of CA WebFort which enable end -users to use the ArcotlD and ArcotOTP credentials. Limited License Grant. In addition to the rights granted in the applicable license agreement, CA grants Customer and its affiliates a nonexclusive license to distribute the ArcotlD Client or ArcotOTP Client to end users. Customer may use Customer's logo and name with the ArcotlD Client or ArcotOTP Client. No title to or ownership of the ArcotlD Client or ArcotOTP Client is transferred to Customer. CA Wily Application Performance Management v9 (CA WiIyAPMv9) CA Wily APMv9 is licensed by (1) the number of CPUs when used as a distributed product or by (2)(a) millions of service units ("MSUs") and number of System z Application Assist Processors ("zAAPs") and number of System z Integrated Information Processors ("zllPs") or (b) number of integrated facilities for Linux ("IFLs"), when used in the mainframe environment. "CPU" means a central processing unit which is the specialized integrated circuit that executes binary programs and performs most logical functions or calculations. A dual -core central processing unit is considered a single CPU. Note that because of the use of multi -core CPUs and virtual server environments, the calculation of CPUs for licensing purposes described below will not always equate to the number of physical CPUs in the environment. A virtual server environment is created where virtual machine technology (which applies to both client and server hardware) is used to enable multiple instances of an operating system(s) to run on a single computer simultaneously ("Virtual Machine Technology"). When the Version PS 1,0 Page 32 of 38 7/23/2014 10:36 AM Agreement No. 7434 Authorized Use Limitation is "CPU" or "Processor", the calculation with respect to the number of CPUs on an individual server is determined as follows: 1. For non -virtual server environments, for any server with applications monitored by the CA Software with single CPUs (including, for the avoidance of doubt, dual -core CPUs), count the number of CPUs. For any server with applications monitored by the CA Software with greater than dual -core CPUs, count all cores of the CPUs. Divide the number of cores by two (2) and round up to the next whole number. 2. For virtual server environments, for any server with single CPUs (including, for the avoidance of doubt, dual -core CPUs), count the number of CPUs. For any server with greater than dual -core CPUs, count all cores of the CPUs. Divide the number of cores by two (2) and round up to the next whole number. Determine the maximum percentage of the server CPU capacity that is allocated by the Virtual Machine Technology to any operating system instance containing application(s) monitored by the CA Software, and multiply this percentage by the number of CPUs. Multiply the resulting number by one and a half (1.5X) and round up to the next whole number. 3. For mixed server environments, for each server perform the calculations for CPUs as set forth above in subparagraphs (1) and (2) and add these amounts together to determine the aggregate number of CPUs. When the Authorized Use Limitation is "MSUs", "zAAPs", or "zIIPs" (i) the MSUs shall be calculated by totaling the MSU capacity for all logical partitions, or LPARs, that run an application monitored by the CA Software, (ii) the zAAPs shall be calculated by totaling the number of zAAP engines attached to such LPARs, and (iii) the zIIPs shall be calculated by totaling the number of zlIP engines attached to such LPARs. An "LPAR" means the division of a computer's processors, memory, and storage into multiple sets of resources so that each set of resources is operated independently with its own physical or virtual operating system instance and applications. When the Authorized Use Limitation is "IFLs", the IFLs shall be calculated by totaling the number of IFL engines that run an application monitored by the CA Software. CA Wily Transaction Impact Monitor ("TIM") "Software Appliance" means the software running TIM on Customer's network feed to capture http/https transactions necessary for the Customer Experience analysis portion of CA Wily APMv9. Customer is responsible for providing hardware on which to run the TIM Software Appliance that meets CA's specifications. Customer must license a copy of the TIM Software Appliance for each physical server (regardless of the number of CPUs) on which a TIM Software Appliance will be installed and configured. CA Wily Application Performance Management (CA WilyAPM) CA Wily APM is licensed by (1) the number of CPUs when used as a distributed product or by (2)(a) millions of service units ("MSUs") and number of System z Application Assist Processors ("zAAPs") and number of System z Integrated Information Processors ("zIIPs") or (b) number of integrated facilities for Linux ("IFLs"), when used in the mainframe environment. "CPU" means a central processing unit which is the specialized integrated circuit that executes binary programs and performs most logical functions or calculations. A dual -core central processing unit is considered a single CPU. Note that because of the use of multi -core CPUs and virtual server environments,the calculation of CPUs for licensing purposes described below will not always equate to the number of physical CPUs in the environment. A virtual server environment is created where virtual machine technology (which applies to both client and server hardware) is used to enable multiple instances of an operating system(s) to run on a single computer simultaneously. When the Authorized Use Limitation is "CPU" or "Processor", the calculation with respect to the number of CPUs on an individual server is determined as follows: 1. For non -virtual server environments, for any server with applications monitored by the CA Software with single CPUs (including, for the avoidance of doubt, dual -core CPUs), count the number of CPUs. For any server with applications monitored by the CA Software with greater than dual -core CPUs, count all cores of the CPUs. Divide the number of cores by two (2) and round up to the next whole number. 2. For virtual server environments, for any server with single CPUs (including, for the avoidance of doubt, dual -core CPUs), count the number of CPUs. For any server with greater than dual -core CPUs, count all cores of the CPUs. Divide the number of cores by two (2) and round up to the next whole number. Determine the maximum percentage of the server CPU capacity that is allocated by the Virtual Machine Technology to any operating system instance containing application(s) monitored by the CA Software, and multiply this percentage by the number of CPUs. Multiply the resulting number by one and a half (1.5X) and round up to the next whole number. 3. For mixed server environments, for each server perform the calculations for CPUs as set forth above in subparagraphs (1) and (2) and add these amounts together to determine the aggregate number of CPUs. Version PS 10 Page 33 of 3g 7123/201410:36 AM Agreement No. 7434 When the Authorized Use Limitation is "MSUs", "zAAPs", or "zIIPs" (i) the MSUs shall be calculated by totaling the MSU capacity for all logical partitions, or LPARs, that run an application monitored by the CA Software, (ii) the zAAPs shall be calculated by totaling the number of zAAP engines attached to such LPARs, and (iii) the zIIPs shall be calculated by totaling the number of zIIP engines attached to such LPARs. An "LPAR" means the division of a computer's processors, memory, and storage into multiple sets of resources so that each set of resources is operated independently with its own physical or virtual operating system instance and applications. When the Authorized Use Limitation is "IFLs", the IFLs shall be calculated by totaling the number of IFL engines that run an application monitored by CA Wily APM. An Appliance is a CA -supplied physical server ("Hardware") that is bundled with and used to operate the CA Software licensed by Customer which is pre -installed on the Hardware. Support is provided in accordance with the CA Appliance Hardware Policy published on CA Support Online located at http:Z support.ca.com. Customer must acquire at least one license (per CPU, MSU or IFL) in order to purchase a CA Wily Transaction Impact Monitor ("TIM") or CA Wily Transaction Event & Statistics Server ("TESS"). Both a TIM and a TESS are required for any production installation. CA Wily Solutions for Lab Environments ("Wily LAB") is a single Appliance that contains TIM and TESS capabilities but is not supported for a production environment. The Wily LAB system includes one CPU license for CA Wily APM at no additional charge. CA Wily Customer Experience Manager (CA Wily CEM) CA Wily CEM is licensed by (1) the number of CPUs when used as a distributed product or by (2)(a) millions of service units ("MSUs") and number of System z Application Assist Processors ("zAAPs") and number of System z Integrated Information Processors ("zIIPs") or(b) number of integrated facilities for Linux ("IFLs"), when used in the mainframe environment. "CPU" means a central processing unit which is the specialized integrated circuit that executes binary programs and performs most logical functions or calculations. A dual -core central processing unit is considered a single CPU. Note that because of the use of multi -core CPUs and virtual server environments, the calculation of CPUs for licensing purposes described below will not always equate to the number of physical CPUs in the environment. A virtual server environment is created where virtual machine technology (which applies to both client and server hardware) is used to enable multiple instances of an operating system(s) to run on a single computer simultaneously ("Virtual Machine Technology"). When the Authorized Use Limitation is "CPU" or "Processor", the calculation with respect to the number of CPUs on an individual server is determined as follows: 1. For non -virtual server environments, for any server with applications monitored by the CA Software with single CPUs (including, for the avoidance of doubt, dual -core CPUs), count the number of CPUs. For any server with applications monitored by the CA Software with greater than dual -core CPUs, count all cores of the CPUs. Divide the number of cores by two (2) and round up to the next whole number. 2. For virtual server environments, for any server with single CPUs (including, for the avoidance of doubt, dual -core CPUs), count the number of CPUs. For any server with greater than dual -core CPUs, count all cores of the CPUs. Divide the number of cores by two (2) and round up to the next whole number. Determine the maximum percentage of the server CPU capacity that is allocated by the Virtual Machine Technology to any operating system instance containing application(s) monitored by the CA Software, and multiply this percentage by the number of CPUs. Multiply the resulting number by one and a half (1.5X) and round up to the next whole number. 3. For mixed server environments, for each server perform the calculations for CPUs as set forth above in subparagraphs (1) and (2) and add these amounts together to determine the aggregate number of CPUs. When the Authorized Use Limitation is "MSUs", "zAAPs", or "zIIPs" (i) the MSUs shall be calculated by totaling the MSU capacity for all logical partitions, or LPARs, that run an application monitored by the CA Software, (ii) the zAAPs shall be calculated by totaling the number of zAAP engines attached to such LPARs, and (iii) the zIIPs shall be calculated by totaling the number of zlIP engines attached to such LPARs. An "LPAR" means the division of a computer's processors, memory, and storage into multiple sets of resources so that each set of resources is operated independently with its own physical or virtual operating system instance and applications. When the Authorized Use Limitation is "IFLs", the IFLs shall be calculated by totaling the number of IFL engines that run an application monitored by the CA Software. An Appliance is a CA -supplied physical server ("Hardware") that is bundled with and used to operate the CA Software licensed by Customer which is pre -installed on the Hardware. Support is provided in accordance with the CA Appliance Hardware Policy published on CA Support Online located at litto://su000rt.ca.com. Customer must acquire at least one license (per CPU, MSU or IFL) in order to purchase a CA Wily Transaction Impact Monitor ("TIM") or CA Wily Transaction Event & Statistics Server ("TESS"). Both a TIM and a TESS are required for any production installation. CA Wily Solutions for Lab Environments ("Wily LAB") is a single appliance that containsTIM and TESS capabilities but is not supported for a production environment. The Wily LAB system includes one CPU license for CA Wily CEM at no additional charge. Version PS 1„0 Page 34 of 38 7/23/201410:36 AM Agreement No. 7434 CA Wily Introscope CA Wily Introscope is licensed by (1) the number of CPUs when used as a distributed product or by (2)(a) millions of service units ("MSUs") and number of System z Application Assist Processors ("zAAPs") and number of System z Integrated Information Processors ("zIIPs") or (b) number of integrated facilities for Linux ("IFLs"), when used in the mainframe environment. "CPU" means a central processing unit which is the specialized integrated circuit that executes binary programs and performs most logical functions or calculations. A dual -core central processing unit is considered a single CPU. Note that because of the use of multi -core CPUs and virtual server environments, the calculation of CPUs for licensing purposes described below will not always equate to the number of physical CPUs in the environment. A virtual server environment is created where virtual machine technology (which applies to both client and server hardware) is used to enable multiple instances of an operating system(s) to run on a single computer simultaneously ("Virtual Machine Technology"). When the Authorized Use Limitation is "CPU" or "Processor", the calculation with respect to the number of CPUs on an individual serveris determined as follows: 1. For non -virtual server environments, for any server with applications monitored by the CA Software with single CPUs (including, for the avoidance of doubt, dual -core CPUs), count the number of CPUs. For any server with applications monitored by the CA Software with greater than dual -core CPUs, count all cores of the CPUs. Divide the number of cores by two (2) and round up to the next whole number. 2. For virtual server environments, for any server with single CPUs (including, for the avoidance of doubt, dual -core CPUs), count the number of CPUs. For any server with greater than dual -core CPUs, count all cores of the CPUs. Divide the number of cores by two (2) and round up to the next whole number. Determine the maximum percentage of the server CPU capacity that is allocated by the Virtual Machine Technology to any operating system instance containing application(s) monitored by the CA Software, and multiply this percentage by the number of CPUs. Multiply the resulting number by one and a half (1.5X) and round up to the next whole number. 3. For mixed server environments, for each server perform the calculations for CPUs as set forth above in subparagraphs (1) and (2) and add these amounts together to determine the aggregate number of CPUs. When the Authorized Use Limitation is "MSUs", "zAAPs", or "zIIPs" (i) the MSUs shall be calculated by totaling the MSU capacity for all logical partitions, or LPARs, that run an application monitored by the CA Software, (ii) the zAAPs shall be calculated by totaling the number of zAAP engines attached to such LPARs, and (iii) the zIIPs shall be calculated by totaling the number of zIIP engines attached tosuch LPARs. An "LPAR" means the division of a computer's processors, memory, and storage into multiple sets of resources so that each set of resources is operated independently with its own physical or virtual operating system instance and applications. When the Authorized Use Limitation is "IFLs", the IFLs shall be calculated by totaling the number of IFL engines that run an application monitored by the CA Software. CA Workload Automation "Instance" means the number of copies of the CA Software installed in the Customer physical and/or virtual environment. CA XCOM Data Transport for Windows Family Server "Server" means a single physical or virtual computer which processes data using one or more central processing units, and which is owned, leased or otherwise controlled by Customer. CA eHealth Performance Manager "Managed Network Device" means a virtual or physical network -connected device with less than 200 ports that is managed by the CA Software and uses an Internet Protocol ("IP") address, including but not limited to IP and hybrid telephony devices, routers, appliances, hubs, virtual or physical servers, and virtual or physical machines, but excluding endpoint devices such as IP telephones. Mainframe CPU CA Software only The CA Software is licensed by the specified number and model of CPU (the "Authorized Use Limitation"). "CPU" shall mean the central processing unit(s) capable of running the CA Software. Customer may only use CPUs specified when licensing the licenses herein and upon which the CA Software is installed and runs ("Designated CPUs"). Customer may change the Designated CPU on providing written notice to CA provided that such replacement CPU is of the same or lower CPU tier/power rating to the Designated CPU (save that Customer may Version P51.0 Page 35 of 38 7/23/201410:36 AM Agreement No. 7434 require an authorization key from CA in order to commence use of such CPU). Should Customer wish to add to the number of Designated CPUs or upgrade the then current Designated CPU(s) to a CPU with greater tier/power rating, Customer may elect to do so by providing CA with prior written notice of such additional CPU and/or upgrade to the Designated CPU(s) and by executing an order form to effect such addition/change and purchasing the applicable license. Mainframe MIPS CA Software only The CA Software is licensed by the specified number of MIPS (the "Authorized Use Limitation in MIPS"). "MIPS" means millionsof instructions per second. The MIPS capacity of a computer shall be calculated by reference to CA's published schedules of the MIPS capacity and if a computer isn't listed then the manufacturer's published specifications should apply. Further, in the event a special purpose processor, designed to perform one or more dedicated functions, is being used as a general purpose processor, CA shall treat such processor as a general purpose processorfor purposes of calculating Authorized Use Limitation in MIPS. "Customer Site" means the site(s) specified at the time of licensing the CA Software or the Customer Address if no Customer Site has been indicated. Customer may use the CA Software only on the specific computers upon which the CA Software is installed to run at the Customer Site or on computers which are linked, connected to and/or which can remotely access such computers, irrespective of the platform designations ofthe hardware or operating systems, provided that such computer is capable of accessing, using, executing or benefiting from the CA Software, subject to the aggregate MIPS capacity not exceeding the Authorized Use Limitation in MIPS. Mainframe MSU CA Software only The CA Software is licensed by the specified number of MSU (the "Authorized Use Limitation in MSU"). "MSU" means millions of service units. The MSU capacity shall be calculated with the aggregate computing power (expressed in millions of service units) by reference to CA's published schedules of the MSU capacity and if a computer isn't listed then the manufacturer's published specifications shall apply of all computers upon which the CA Software is installed to run at the Customer Site ("Customer Site" means the site(s) specified at the time of licensing the CA Software or the Customer Address if no Customer Site has been indicated) or computers which are linked, connected to and/or which can remotely access such computers, irrespective of the platform designations of the hardware or operatingsystems, provided that such computer is capable of accessing, using, executing or benefiting from the CA Software. Customer may use the CA Software subject to the aggregate MSU Capacity not exceeding the Authorized Use Limitation in MSU. Pervasive Software: The Pervasive Software is licensed by either by the number of Server or Users. Pervasive Software may be used to build integrations that connect to any authorized CA Clarity environment. Pervasive Data Integrator Engine/Agent for CA Clarity PPM* is licensed by the number of Servers. * includes one User license of Pervasive Data Integrator Analyst Studio for CA Clarity PPM Pervasive Data Integrator Analyst Studio for CA Clarity PPM is licensed by the number of Users. Pervasive Data Profiler Engine for CA Clarity PPM is licensed by the number of Servers. Pervasive Data Profiler Analyst Studio for CA Clarity PPM is licensed by the number of Users. "Server" means a single physical or virtual computer which processes data using one or more central processing units, and which is owned, leased or otherwise controlled by Customer. "User" means a single person listed in any Customer directory or network storage location whose access and use rights can be authenticated, authorized, or administered by the Pervasive Software. Unless otherwise specified, a User shall not be counted more than once or on a concurrent basis. CA Process Automation: CA Software means the CA Process Automation software described herein in object code form only. Version PS 1,0 Page 36 of 38 7/23/201410:36 AM Agreement No. 7434 "Agent" means a single installation of the agent software component of the CA Software on a specific operating system which can be identified as a unique host identification on a physical or virtual hardwareserver. "Orchestrator" means a single installation of the Orchestrator software component of the CA Software on a specific operating system which can be identified as a unique host identification on a physical or virtual hardware server. This installation can be a stand-alone Orchestrator or as a node of a new or existing clustered Orchestrator. "Connector" is the software program connecting the CA Software with specific named third party software or other CA software. For example, CA Process Automation Connector For CA Service Desk connects CA Process Automation with CA Service Desk. Each Connector may only be used to connect the CA Software with the specific named third party software or CA software program. "Premium Connector" means a Connector identified as "Premium" by CA. "Custom Operator" means a type of automation object within the CA Process Automation Orchestrator that can be created to enhance, modify, or restrict the capabilities of an existing "Connector". "Process" means a type of automation object within CA Process Automation Orchestrator that contains connectors and other logical constructs that define a set of actions that will take place when the "Process" is executed by the Orchestrator. "Process instance" means a single copy of a Process definition that has been scheduled to run (Queued state), is running (Running state), or has completed running (Failed or Completed state) on a particular "Orchestrator". "Concurrent Processes" means the number of CA Process Automation Process instances that are marked in the Running state within an Orchestrator at any given time. "Power Pack" means a combination of Process definitions, Premium Connectors, Custom Operators and other automation objects that are packaged together to implement a specific solution. The CA Software is licensed in different editions, as set forth in this Order Form, which authorizes the use of the specified number of Orchestrators, Agents, Connectors, and Concurrent processes (the "Authorized Use Limitation"). The various editions are: CA Process Automation Player License includes: one Orchestrator, forty Agents, all non -Premium Connectors, and two hundred Concurrent Processes per Orchestrator. This license requires the purchase of either a "Power Pack' or a Services contract for the implementation of a solution that will be executed by the Player. No new automation objects may be created with the Player License. Only modifications of the purchased Power Packs and any Services delivered content is allowed. CA Process Automation Ex Tess License includes: two Orchestrators, forty Agents, all non -Premium Connectors, and seventy-five Concurrent Processes per Orchestrator. CA Process Automation Standard License includes: two Orchestrators, unlimited Agents, three Premium Connectors, all non -Premium Connectors, and two hundred Concurrent Processes per Orchestrator. CA Process Auto ation Enter rise License includes: unlimited Orchestrators, unlimited Agents, twenty Premium Connectors, all non - Premium Connectors, and four hundred and seventy-five Concurrent Processes perOrchestrator. Version P61.0 Page 37 of 38 7/23/201410:36 AM Agreement No. 7434 CA Process Automation Level 1 Orchestrator includes: one Orchestrator and seventy-five Concurrent Processes per Orchestrator. CA Process Automation Level,2 Orchestrator includes: two Orchestrators and two hundred Concurrent Processes per Orchestrator. CA Process Automation Level 3 Orchestrator includes: three Orchestrators and four hundred and seventy-five Concurrent Processes per Orchestrator. CA Process Automation Premium LQnu[ector License includes the right to use a Premium Connector to connect to a single instance of the target application or system. CA Process M'ana ement for Workflows Li snag includes: unlimited Orchestrators, five Agents, and three Custom Operators. No Premium connectors are available for purchase with this license. The only CA product connectors that are available are those associated with the product(s) providing the entitlement. This is a limited use entitlement and its use is restricted to the context of Workflows associated with the CA product(s) providing the entitlement. The component limits are not cumulative across multiple instances of the license at any individual customer. The number of concurrent processes executing on any licensed Orchestrator may be exceeded as long as the total number of concurrent processes executing on all licensed Orchestrators is not exceeded. For example, if the license is for two Orchestrators with seventy-five Concurrent Processes per Orchestrator, one hundred Concurrent Processes could be utilized on one Orchestrator so long as only fifty Concurrent Processes are utilized on the second Orchestrator. Server: "Server" means a single physical or virtual computer which processes data using one or more central processing units, and which is owned, leased or otherwise controlled by Customer. CA Virtual Assurance for Infrastructure Managers and CA System Performance for Infrastructure Managers "Physical Socket" means an electrical component attached to a printed circuit board ("PCB") and electrically interconnects a central processing unit ("CPU") and PCB. A CPU is the specialized integrated circuit that executes binary programs and performs most logical functions or calculations. One physical CPU may have up to twelve (12) processing cores. Version PS 1.0 Page 38 of 38 7/23/201410:36 AM Agreement No. 7434 DOCUSIGN, INC. CORPORATE SUBSCRIBER TERMS AND CONDITIONS 021008 These Terms and Conditions are incorporated by this reference into the Order Form (collectively referred to as the "Agreement") entered into by DocuSign, Inc. ("DocuSign") and the customer identified in the Order Form ("Subscriber"). 1. DEFINITIONS "Account" means a unique account established by Subscriber to enable its Authorized Users to access and use the Subscription Service and, where applicable, other DocuSign Products. "Authorized User" means any employee of Subscriber, identified by a unique email address and user name, who is registered under the Account; provided that no two persons may register or use the Subscription Service as the same Authorized User. "Consulting Services" means any additional professional services to be delivered by DocuSign, such as integration consulting or assistance, custom development, training, and transition services, that are set forth in an Order Form or Work Order as described in Section 15. "DocuSign API" means the application programming interface that supports interoperation of applications with the Subscription Service. "DocuSign Products" means the products and services identified on an Order Form, which may include the Subscription Service, the Repository Services, the Consulting Services and any other DocuSign offerings. "eContract" refers to a contract, notice, disclosure, or other record or document deposited into the System by Subscriber for Processing using the Subscription Service. "Envelope" means an electronic record containing one or more eContracts consisting of a single page or a group of pages of data uploaded to the System. "Order Form" means a standard DocuSign order form or any other document separately and specifically approved by DocuSign that describes the DocuSign Products to be purchased by Subscriber and is signed by both parties. "Personal Data" means any of the following: (a) nonpublic personally identifiable information, including driver's license numbers, national identification numbers such as social security account numbers, credit card numbers, digital identity certificates; (b) personally identifiable financial information regarding a consumer (i) provided by a consumer to a financial institution, (ii) resulting from any transaction with the consumer or any service performed for the consumer by a financial institution, or (iii) otherwise obtained by the financial institution, including any list, description, or other grouping of consumers (and publicly available information pertaining to them) that is derived using any nonpublic personal information; (c) personally identifiable medical or health -related information. "Process" means any operation or set of operations performed upon Subscribers data, whether or not by automatic means, such as collection, recording, organization, storage, adaptation or alteration, retrieval, accessing, consultation, use, disclosure by transmission, dissemination or otherwise making available, alignment or combination, blocking, erasure or destruction. "Repository Services" means the Contract Repository or eVaulting Services, each as defined in the Terms and Conditions for Repository Services (available at htt J ,docusi rr,comlcom an dterms-and-conditionsleoriainal v121005), that are made the subject of an Order Form. "Specifications" means the technical specifications set forth in the "Subscription Service Specifications" available at htt :Rdocusi n.coml'com an is ecifications. "Subscription Service" means DocuSign's on -demand electronic signature service, which provides online display, certified delivery, acknowledgement, electronic signature, and storage services for eContracts via the Internet. "System" refers to the software systems and programs, communication and network facilities, and hardware and equipment used by DocuSign or its agents to provide the Subscription Service. "Term" means the period of effectiveness of this Agreement, as described in more detail in Section 9 below. "Transaction Data" means the metadata associated with an Envelope and maintained by DocuSign for the purpose of establishing a digital audit trail, such as transaction history, image hash value, method and time of Envelope deletion, sender and recipient names, email addresses and signaturelDs. Agreement No. 7434 2. THE SUBSCRIPTION SERVICE 2.1 During the Term and subject to these Terms and Conditions, DocuSign will provide the Subscription Service in accordance with the Specifications, and Subscriber will have the right to obtain an Account and register its Authorized Users, who may access and use the Subscription Service. The right to use the Subscription Service is: (a) limited to its Authorized Users (accordingly, Subscriber may not resell or otherwise provide or assist with the provision of the Subscription Service to any third party); and (b) conditioned on Subscriber's acknowledgement and agreement with the following: i) Nothing in this Agreement will be construed to make DocuSign a party to any eContract, and DocuSign makes no representation or warranty regarding the transactions sought to be effected by any eContract; ii) DocuSign maintains no control of or access to the contents of any eContract, and so the content, quality, and format of any eContract is at all times in the exclusive control and responsibility of Subscriber; iii) If Subscriber elects to use optional features designed to verify the identity of the intended recipient of an eContract ("Authentication Measures"), DocuSign will apply only those Authentication Measures (if any) selected by the Subscriber, but makes no representations or warranties about the appropriateness of any Authentication Measure and further, assumes no liability for the inability or failure by the intended recipient or other party to satisfy the Authentication Measure or to circumvent it; iv) Certain types of agreements and documents are excepted from electronic signature laws, such that they cannot be legally formed by electronic signatures, and additionally, various agencies may have promulgated specific regulations that apply to electronic signatures and electronic records. DocuSign assumes no responsibility to determine whether any particular eContract is an exception to applicable electronic signature laws, or whether it is subject to any particular agency promulgations, or whether it can be legally formed by electronic signatures; v) Subscriber is solely responsible for making available to third parties (including all parties to its eContracts) all contracts, documents, and other records required by applicable law, including, without limitation, electronic signature laws and other laws that may require records relating to a transaction to be retained or made accessible for a certain period of time; vi) Certain laws or regulations impose special requirements with respect to electronic transactions involving one or more "consumers," such as (among others) requirements that the consumer consent to the method of contracting and/or that the consumer be provided with a copy, or access to a copy, of a paper or other non -electronic, written record of the transaction. DocuSign assumes no responsibility to: (A) determine whether any particular transaction involves a consumer; (B) furnish or obtain any such consents or to determine if any such consents have been withdrawn; (C) provide any information or disclosures in connection with any attempt to obtain any such consents; (D) provide legal review of, or to update or correct any information or disclosures currently or previously given; (E) provide any such copies or access except as expressly provided in the Specifications for all transactions, consumer or otherwise; or (F) otherwise to comply with any such special requirements; and vii) Subscriber expressly undertakes to determine whether any consumer is involved in any eContract presented by its Authorized Users for Processing, and, if so, to comply with all requirements imposed by law on such eContracts or their formation. 3. SUBSCRIPTION PLANS AND USAGE PRICING 3.1 The pricing, features and options of the DocuSign Products selected by Subscriber are set forth in the Order Form. The Subscription Service is sold on a subscription basis and may be limited by usage ("Envelope Allowance"), or by the number of Authorized Users ("Seats"), or both. Optional features, such as Authentication Measures or fax -back services, may be purchased on a periodic or per -use basis. 3.2 If Subscriber selects an Envelope Allowance Subscription, then Subscriber is allowed to send the number of Envelopes in the Envelope Allowance specified in the Order Form during the Term. All Envelopes sent in excess of the Envelope Allowance will incur a per -Envelope charge that will be invoiced within 30 days of the date first incurred. The total number of Envelopes used is based on the sum of all Envelopes that have been sent for signature or for certified delivery from the Account. An Envelope will be deemed consumed at the time it is sent by an Authorized User, whether or not it has been received by the recipients or the recipients have performed any actions upon any eContract in the Envelope. 3.3 If Subscriber selects a Seat Subscription, then Subscriber is allowed to manually send Envelopes from the number of Seats specified in the Order Form during the Term. A Seat is defined as a natural person manually preparing and sending Envelopes, and excludes the Processing of Envelopes using automated batch or bulk sending operations, or the use of the Agreement No. 7434 DocuSign API for sending Envelopes. If the number of Envelopes sent from a particular Seat or a group of Seats is abusive and/or unduly burdensome (indicating automated Processing), DocuSign will promptly notify Subscriber and the parties will review the use -case scenario as well as any continued monitoring and additional Seats that may be required to be purchased. The number of Seats is determined by the total number of active Authorized Users listed in the membership of an Account at any one time. No two individuals may log onto or use the Subscription Service as the same Authorized User, but Subscriber may unregister or deactivate Authorized Users and replace them with other Authorized Users without penalty, so long as the number of active Authorized Users registered at any one time is equal to or less than the number of Seats purchased. The addition by Subscriber of more Authorized Users than the number of Seats purchased in an Order Form will result in an additional charge for one Seat per additional Authorized User for the remainder of the Term, to be invoiced immediately. 4. ADDITIONAL SUBSCRIBER RESPONSIBILITIES 4.1 Subscriber agrees that it will not use or permit the use of the Subscription Service to send unsolicited mass mailings outside its organization, it being understood that the term "unsolicited mass mailings" includes all statutory and other common definitions, including all Commercial Electronic Marketing Messages as defined in the U.S. CAN SPAMAct. 4.2 Subscriber agrees that it is solely responsible for the nature and content of all materials, works, data, statements, and other visual, graphical, video, written or audible communications of any nature submitted by any Authorized User or otherwise Processed through its Account. 4.3 Subscriber further agrees not to use or permit the use of the Subscription Service: (a) to communicate any message or material that is defamatory, harassing, libelous, threatening, or obscene; (b) in a way that violates or infringes upon the intellectual property rights or the privacy or publicity rights of any person or entity or that may otherwise be unlawful or give rise to civil or criminal liability (other than contractual liability of the parties under eContracts Processed through the Subscription Service); (c) in any manner that is likely to damage, disable, overburden, or impair the System or the Subscription Service or interfere in any way with the use or enjoyment of the Subscription Service by others; or (d) in any way that constitutes or encourages conduct that could constitute a criminal offense. 4.4 Although DocuSign does not monitor the content Processed through the Subscription Service, DocuSign may at any time suspend any use of the Subscription Service and/or remove or disable any content as to which DocuSign reasonably and in good faith believes is in violation of this Agreement. DocuSign agrees to provide Subscriber with notice of any suchsuspension or disablement before its implementation unless such suspension or disablement is necessary to comply with legal process or prevent imminent harm to DocuSign's System, the Subscription Service or any third party, in which case DocuSign will notify Subscriber of such suspension or disablement as soon as reasonably practicable thereafter. 5. INTELLECTUAL PROPERTY AND TRADEMARK LICENSE 5.1 DocuSign is the owner of various intellectual property and technology rights associated with the Subscription Service, its document management, digital signature, and notary system, including patent, copyright, trade secret, and trademark and service mark rights. Except for the rights expressly granted in this Agreement, DocuSign does not license or transfer to Subscriber or any Authorized User or other third party any of DocuSign's technology or other intellectual property or technology rights. All right, title, and interest in and to DocuSign's technology and intellectual property will remain solely with DocuSign. Subscriber agrees that it will not, directly or indirectly, reverse engineer, decompile, disassemble, or otherwise attempt to derive source code or other trade secrets from or about any of the DocuSign Products or DocuSign's technology. DocuSign agrees that data and information provided by Subscriber under this Agreement shall remain, as between Subscriber and DocuSign, owned by Subscriber. 5.2 DocuSign hereby grants to users and licensees of its products and services a limited, revocable, nonexclusive and nontransferable right to use DocuSign's regular trade names, trademarks, titles and logos ("Licensed Marks") solely for purposes of identifying DocuSign's products and services. Details of this trademark license are availableat: htt //www,docusa nn.com/trademark-Vi'cense. 6. CUSTOMER SUPPORT DocuSign will provide customer support to Subscriber in accordance with the package that is identified on the Order Form, as furtherdetailedathtt 14 Av.docusu n.00mi roducts/su ort- Bans. 7. eCONTRACT STORAGE AND DELETION 7.1 DocuSign will store in accordance with the Specifications all completed eContracts sent by Subscriber until the termination or expiration of the Agreement, unless otherwise directed by Subscriber. Copies of stored eContracts may be retrieved by Subscriber at any time during that period, provided that following the expiration or termination of the Agreement, Subscriber may Agreement No. 7434 request DocuSign's assistance in retrieving completed eContracts still remaining on the System pursuant to the transition services terms described in Section9.4. 7.2 Prior to the expiration or termination of this Agreement, Subscriber may elect to purchase post -expiration or post - termination storage services for their completed eContracts. Where Subscriber opts not to purchase storage services, all copies of eContracts may be deleted by DocuSign without prior notice after the period available for transition services has expired pursuant to the terms described in Section 9.4. Subscriber may, at its option and wholly at Subscriber's risk, direct that any eContract be deleted at a time stated by Subscriber and prior to the end of the Term. 7.3 DocuSign may at its sole discretion delete an uncompleted eContract from the System immediately and without notice upon earlier of: a) expiration of the Envelope (where Subscriber has established an expiration for such Envelope, not to exceed 365 days); or b) expiration of the Term. 7.4 DocuSign will retain the Transaction Data permanently, provided that any Transaction Data that constitutes Confidential Information of Subscriber will at all times maintain that status and DocuSign will comply with its obligations in Section 13. 8. FEES AND PAYMENT TERMS 8.1 Subscriber will pay DocuSign the amounts set forth in each Order Form. An Order Form is not binding until it is executed by both DocuSign and Subscriber, at which point it will be deemed to be incorporated into this Agreement. Unless otherwise specified in an applicable Order Form, the first invoice will be submitted to Subscriber within 30 days after the Order Start Date, and Subscriber will pay all amounts due within 30 days of the date of the applicable invoice. 8.2 If Subscriber's usage under an Envelope Allowance Subscription exceeds the Envelope Allowance prior to the end of the Term, the unpaid balance of the Order Form for such Envelope Allowance Subscription shall become immediately due and payable. 8.3 Any undisputed amount not paid when due will be subject to finance charges equal to 1.5% of the unpaid balance per month or the highest rate permitted by applicable usury law, whichever is less, determined and compounded daily from the date due until the date paid. Subscriber will reimburse any costs or expenses (including reasonable attorneys' fees) incurred by DocuSign to collect any undisputed amount that is not paid when due. DocuSign may accept any check or payment in any amount without prejudice to DocuSign's right to recover the balance of the amount due or to pursue any other right or remedy. Amounts due to DocuSign under this Agreement may not be withheld or offset by Subscriber for any reason against amounts due or asserted to be due to Subscriber from DocuSign. All amounts payable under this Agreement are denominated in United States dollars, and Subscriber will pay all such amounts in United States dollars. 8.4 Taxes. Other than federal and state net income taxes imposed on DocuSign by the United States, Subscriber will bearall taxes, duties, and other governmental charges (collectively, "taxes") resulting from this Agreement or transactions conducted in relation to this Agreement or the DocuSign Products. If a tax is imposed on DocuSign by a jurisdiction outside the United States, Subscriber will not be obligated to bear that tax to the extent: (a) the tax is allowable as a credit against the United States federal income taxes of DocuSign; (b) Subscriber reduces such tax to the extent possible, giving effect to the applicable Income Tax Convention between the United States and other jurisdictions; and (c) Subscriber furnishes DocuSign with such evidence as the United States taxing authorities may require to claim the credit. Subscriber will pay any additional taxes as are necessary to ensure that the net amounts received and retained by DocuSign after all such taxes are paid are equal to the amounts that DocuSign would have been entitled to in accordance with this Agreement as if the taxes did notexist. 9. TERM AND TERMINATION 9.1 Term. Unless sooner terminated as stated below, and subject to Section 17 with respect to Work Orders (as defined below), the effectiveness of this Agreement will commence upon the Order Start Date and will continue for the term specified on the Order Form (the "Term"). 9.2 Termination for Cause. If either party commits a material breach or default in the performance of any of its obligations under this Agreement, then the other party may terminate this Agreement by giving the defaulting party written notice of termination if the material breach or default in performance is not cured within 30 days after the defaulting party receives notice thereof. Without limiting the foregoing, any failure by Subscriber to timely pay to DocuSign any amounts owing under this Agreement will constitute a material breach of this Agreement. If Subscriber fails to timely pay any amounts due for servicesto be performed by DocuSign, then without limitation to any of its other rights or remedies, DocuSign may suspend performance of such services until it receives all amounts due. 9.3 Post -Termination Obligations. If this Agreement expires or is terminated for any reason: (a) Subscriber will pay to DocuSign any amounts required to be paid under this Agreement that have accrued prior to, and remain unpaid as of, the date of Agreement No. 7434 termination or expiration (including Subscription fees, which become due upon termination of this Agreement as set forth in an Order Form, and any one-time or recurring fees through the end of the billing cycle in which termination occurs); (b) any and all liabilities accrued prior to the effective date of the termination will survive; (c) Subscriber will destroy all copies of DocuSign software, documentation, and materials within five business days of such termination, and immediately thereafter, if requested by DocuSign, provide DocuSign with a written certification signed by an authorized Subscriber representative certifying that all copies of software, documentation, and materials have been destroyed; (d) licenses to use DocuSign software and the provision of DocuSign services will immediately end; and (e) the parties' rights and obligations under Sections 1, 7.4, 9.3, 9.4, 10.3, and 11 through 14 will survive. 9.4 Transition Services. Upon expiration or termination of this Agreement for any reason, at Subscriber's request and at DocuSign's then -current standard professional services rates plus expenses, DocuSign shall provide reasonable transition services for a period not to exceed 90 days to assist Subscriber in moving Subscriber's data to another provider or exporting eContracts to external media. As part of such transition services, DocuSign shall at a minimum transfer, and cause any of its independent contractors to transfer, all data and electronic files associated with the Subscription Service. At itsthen-current standard professional services rates, DocuSign shall at Subscriber's request further cooperate with Subscriber in the development of a transition plan and shall use reasonable efforts to assist Subscriber and/or another service provider in the transition. DocuSign may at its discretion require advance payment or other adequate security for payment as DocuSign may consider appropriate in connection with or as a condition to the provision of services described in this section. 10. WARRANTIES AND DISCLAIMERS 10.1 DocuSign Warranties. DocuSign represents and warrants that: (a) the Subscription Service as delivered toSubscriber and used in accordance with the Specifications will not infringe on any United States patent, copyright or trade secret; (b) the Subscription Service shall be performed in accordance with the Specifications in their then -current form at the time of the provision of such Subscription Service; (c) any DocuSign Products that are software shall be free of harmful or illicit code, trapdoors, viruses, or other harmful features; (d) the proper use of the Subscription Service by Subscriber in accordance with the Specifications and applicable law in the formation of an eContract not involving any consumer will be sufficient under the Electronic Signatures in Global and National Commerce Act, 15 U.S.C. §§ 7001 et seq. (the "ESIGN Act") to support the validity of such formation, to the extent provided in the ESIGN Act; (e) the proper use of the Subscription Service by Subscriber in accordance with the Specifications and applicable law in the formation of an eContract involving a consumer will be sufficient under the ESIGN Act to support the validity of such formation, to the extent provided in the ESIGN Act, so long as and provided that Subscriber complies with all special requirements for consumer eContracts, including and subject to those referenced in Section 2.1(vi) and (vii) above; and (f) DocuSign has implemented information security policies and safeguards to preserve the security, integrity, and confidentiality of Personal Data and to protect against unauthorized access and anticipated threats or hazards thereto, that meet the objectives of the Interagency Guidelines Establishing Standards for Safeguarding Customer Information as set forth in Section 501 (b) of the Gramm -Leach -Bliley Act. 10.2 Mutual Warranties. Each party represents and warrants to the other that: (a) this Agreement has been duly executed and delivered and constitutes a valid and binding agreement enforceable against such party in accordance with its terms; (b) no authorization or approval from any third party is required in connection with such parry's execution, delivery, or performance of this Agreement; and (c) the execution, delivery, and performance of this Agreement does not violate the laws of any jurisdiction or the terms or conditions of any other agreement to which it is a party or by which it is otherwise bound. 10.3 Disclaimer. EXCEPT FOR THE EXPRESS REPRESENTATIONS AND WARRANTIES STATED IN SECTIONS 10.1 AND 10.2 ABOVE (WHICH ARE NOT APPLICABLE TO CONSULTING SERVICES), DOCUSIGN MAKES NO ADDITIONAL REPRESENTATION OR WARRANTY OF ANY KIND -- WHETHER EXPRESS, IMPLIED IN FACT OR BY OPERATION OF LAW, OR STATUTORY -- AS TO ANY MATTER WHATSOEVER. DOCUSIGN EXPRESSLY DISCLAIMS ALL IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. DOCUSIGN DOES NOT WARRANT THAT THE DOCUSIGN PRODUCTS (INCLUDING CONSULTING SERVICES OR RELATED DELIVERABLES, IF ANY), ARE OR WILL BE ERROR -FREE, WILL MEET SUBSCRIBER'S REQUIREMENTS, OR BE TIMELY OR SECURE. SUBSCRIBER WILL NOT HAVE THE RIGHT TO MAKE OR PASS ON ANY REPRESENTATION OR WARRANTY ON BEHALF OF DOCUSIGN TO ANY THIRD PARTY. 11. INDEMNIFICATION 11.1 By DocuSign. DocuSign will defend Subscriber, and its employees, directors, agents, and representatives ("Indemnified Party") from any actual or threatened third party claim arising from: (a) any breach by DocuSign of its confidentiality obligations in Section 13, and/or (b) alleged infringement by DocuSign of any third party intellectual property rights (each a "Subscriber Claim"). Agreement No. 7434 11.2 By Subscriber. Subscriber will defend DocuSign, and its employees, directors, agents, and representatives ("Indemnified Party") from any actual or threatened third party claim arising from: (a) any breach by Subscriber of its confidentiality obligations in Section 13, and/or (b) alleged infringement by Subscriber of any third party intellectual property rights, and/or (c) the content submitted by any Authorized User or otherwise Processed through Subscriber's Account (each a "DocuSign Claim"). 11.3 Procedures. The parties' respective indemnification obligations above are conditioned on: (a) the Indemnified Party gives the Indemnifying Party prompt written notice of the Subscriber Claim or DocuSign Claim (as the case may be, a "Claim"); (b) the Indemnifying Party has full and complete control over the defense and settlement of the Claim; (c) the Indemnified Party provides assistance in connection with the defense and settlement of the Claim as the Indemnifying Party may reasonably request; and (d) the Indemnified Party complies with any settlement or court order made in connection with the Claim. The Indemnifying Party will indemnify the Indemnified Party against: (i) all damages, costs, and attorneys' fees finally awarded against any of them in any Claim under this Section 11; (ii) all out-of-pocket costs (including reasonable attorneys' fees) reasonably incurred by any of them in connection with the defense of the Claim (other than attorneys' fees and costs incurred without the Indemnifying Party's consent after it has accepted defense of such Claim); and (iii) if any Claim arising under this Section 11 is settled by the Indemnifying Party or with its approval, then the Indemnifying Party will pay any amounts to any third party agreed to by the Indemnifying Party in settlement of any such Claims. 12. LIMITATIONS OF LIABILITY 12.1 Disclaimer of Consequential Damages. EXCEPT WITH RESPECT TO INDEMNIFICATION OBLIGATIONS OF SECTION 11, NOTWITHSTANDING ANYTHING TO THE CONTRARY CONTAINED IN THIS AGREEMENT, NEITHER PARTY WILL, UNDER ANY CIRCUMSTANCES, BE LIABLE TO THE OTHER PARTY FOR CONSEQUENTIAL, INCIDENTAL, SPECIAL, OR EXEMPLARY DAMAGES ARISING OUT OF OR RELATED TO THE TRANSACTIONS CONTEMPLATED UNDER THIS AGREEMENT (INCLUDING WITH RESPECT TO CONSULTING SERVICES, IF ANY), INCLUDING, BUT NOT LIMITED TO, LOST PROFITS OR LOSS OF BUSINESS, EVEN IF APPRISED OF THE LIKELIHOOD OF SUCH DAMAGES OCCURRING. 12.2 Capon Liability. EXCEPT WITH RESPECT TO INDEMNIFICATION OBLIGATIONS OF SECTION 11, UNDER NO CIRCUMSTANCES WILL EITHER PARTY'S TOTAL LIABILITY OF ALL KINDS ARISING OUT OF OR RELATED TO THIS AGREEMENT (INCLUDING, BUT NOT LIMITED TO, WARRANTY CLAIMS AND WITH RESPECT TOCONSULTING SERVICES, IF ANY), REGARDLESS OF THE FORUM AND REGARDLESS OF WHETHER ANY ACTION OR CLAIM IS BASED ON CONTRACT, TORT, OR OTHERWISE, EXCEED THE TOTAL AMOUNT PAID BY SUBSCRIBER TO DOCUSIGN UNDER THIS AGREEMENT DURING THE 12 MONTHS PRECEDING THE DATE OF THE ACTION OR CLAIM. 12.3 Independent Allocations of Risk. EACH PROVISION OF THIS AGREEMENT THAT PROVIDES FOR A LIMITATION OF LIABILITY, DISCLAIMER OF WARRANTIES, OR EXCLUSION OF DAMAGES REPRESENTS AN AGREED ALLOCATION OF THE RISKS OF THIS AGREEMENT BETWEEN THE PARTIES. THIS ALLOCATION IS REFLECTED IN THE PRICING OFFERED BY DOCUSIGN TO SUBSCRIBER AND IS AN ESSENTIAL ELEMENT OF THE BASIS OF THE BARGAIN BETWEEN THE PARTIES. EACH OF THESE PROVISIONS IS SEVERABLE AND INDEPENDENT OF ALL OTHER PROVISIONS OF THIS AGREEMENT, AND EACH OF THESE PROVISIONS WILL APPLY EVEN IF THE WARRANTIES IN THIS AGREEMENT HAVE FAILED OF THEIR ESSENTIAL PURPOSE. 13. CONFIDENTIALITY 13.1 "Confidential Information" means any trade secrets or other information of DocuSign or Subscriber, whether of a technical, business, or other nature (including, without limitation, in the case of DocuSign, DocuSign software and related information, and in the case of Subscriber, Personal Data and eContracts), that is disclosed to the other party (the "Recipient"). Confidential Information does not include any information that: (a) was known to Recipient prior to receiving it from the disclosing party; (b) is independently developed by Recipient without use of or reference to any Confidential Information of the other party; (c) is acquired by Recipient from another source that did not receive it in confidence from the other party to this Agreement; or (d) is or becomes part of the public domain through no fault or action of Recipient. 13.2 Restricted Use and Nondisclosure. During and after the Term, Recipient will: (a) use the Confidential Information of the other party solely for the purpose for which it is provided; (b) not disclose such Confidential Information to a third party; and (c) protect such Confidential Information from unauthorized use and disclosure to the same extent (but using no less than a reasonable degree of care) that it protects its own Confidential Information of a similar nature. Agreement No. 7434 13.3 Required Disclosure. If Recipient is required by law to disclose Confidential Information of the other party or the terms of this Agreement, Recipient must give prompt written notice of such requirement before such disclosure and assist the disclosing party to obtain where reasonably available an order protecting the Confidential Information from public disclosure. 13.4 Return of Materials. Except for as provided in Section 7.4, upon written request by the disclosing party, Recipientwill destroy or deliver to the disclosing party all of the disclosing party's Confidential Information that Recipient may have in its possession or control. 13.5 Ownership. Recipient acknowledges that, as between the parties, all Confidential Information it receives from the disclosing party, including all copies thereof in Recipient's possession or control, in any media, is proprietary to and exclusively owned by the disclosing party. Nothing in this Agreement grants Recipient any right, title or interest in or to any of the disclosing party's Confidential Information. Recipient's incorporation of the disclosing party's Confidential Information into any of its own materials shall not render Confidential Information non -confidential. 13.6 Remedies. Recipient acknowledges that any actual or threatened violation of this confidentiality provision may cause irreparable, non -monetary injury to the disclosing party, the extent of which may be difficult to ascertain, and therefore agrees that the disclosing party shall be entitled to seek injunctive relief in addition to all remedies available to the disclosing party at law and/or in equity. Absent written consent of the disclosing party, the burden of proving that the disclosing party's Confidential Information is not, or is no longer, confidential or a trade secret shall be on the Recipient. 13.7 Existing Obligations. The obligations in this Section 13 are in addition to, and supplement, each party's obligations of confidentiality under applicable law and/or under any nondisclosure or other agreement between the parties. 14. GENERAL 14.1 Relationship. At all times, the parties are independent actors, and are not the agent or representative of the other. This Agreement is not intended to create a joint venture, partnership, or franchise relationship, or give rise to any third party beneficiary. Subscriber must not represent to anyone that Subscriber is an agent of DocuSign or is otherwise authorized tobind or commit DocuSign in any way without DocuSign's prior authorization. 14.2 Assignability. Subscriber may not assign its rights, duties, or obligations under this Agreement without DocuSign's prior written consent. If consent is given, this Agreement will bind Subscriber's successors and assigns. Any attempt by Subscriber to transfer its rights, duties, or obligations under this Agreement except as expressly provided in this Agreement is void. Notwithstanding the foregoing, either party may assign this Agreement to a successor of its business without the other parry's consent. 14.3 Nonsolicitation. During the Term of this Agreement and for a period of one year thereafter, Subscriber will not, directly or indirectly, employ or solicit the employment or services of a DocuSign employee or independent contractor without the prior written consent of DocuSign. 14.4 Notices. Any notice required or permitted to be given in accordance with this Agreement will be effective if it is in writing and sent using: (a) the "acknowledge receipt" function of the Subscription Service; (b) by certified or registered mail; or (c) insured courier, to the appropriate party at the address set forth on the Order Form. Either party may change its addressfor receipt of notice by notice to the other party in accordance with this Section. Notices are deemed given upon receipt if delivered using the Subscription Service, two business days following the date of mailing, or one business day following delivery to a courier. 14.5 Force Majeure. Except for any payment obligations, neither party will be liable for, or be considered to be in breach ofor default under this Agreement on account of, any delay or failure to perform as required by this Agreement as a result of any cause or condition beyond such party's reasonable control, so long as such party uses all commercially reasonable efforts to avoid or remove such causes of non-performance or delay. 14.6 Dispute Resolution. In the event of any dispute regarding any right or obligation under this Agreement, the aggrieved party shall notify the other party in a writing describing the dispute ("Notice of Dispute"). Upon receipt of the Notice of Dispute, the parties shall arrange a meeting between their representatives. Over a period not to exceed 10 business days after receipt of Notice of Dispute ("Period"), the parties shall engage in good faith negotiations to resolve such dispute. If the parties' representatives are unable to resolve the dispute at such meetings during the Period, then each party may seek any remedies available to it in law or equity. Notwithstanding the foregoing, either party may seek injunctive relief at any time. Each party hereby irrevocably waives, to the fullest extent permitted by law, any and all right to trial by jury in any legal proceeding arising out of or relating to this Agreement. Agreement No. 7434 14.7 Governing Law. This Agreement will be interpreted, construed, and enforced in all respects in accordance with the local laws of the State of Washington, U.S.A., without reference to its choice of law rules to the contrary. The provisions of the 1980 U.N. Convention on Contracts for the International Sale of Goods are expressly excluded and do not apply to this Agreement. Any legal action by Subscriber arising under this Agreement must be initiated within two years after the cause of action arises. 14.8 Waiver. The waiver by either party of any breach of any provision of this Agreement does not waive any other breach. The failure of any party to insist on strict performance of any covenant or obligation in accordance with this Agreement will not be a waiver of such party's right to demand strict compliance in the future, nor will the same be construed as a novation of this Agreement. 14.9 Severability. If any part of this Agreement is found to be illegal, unenforceable, or invalid, the remaining portions of this Agreement will remain in full force and effect. If any material limitation or restriction on the grant of any license to Subscriber under this Agreement is found to be illegal, unenforceable, or invalid, the license will immediatelyterminate. 14.10 Counterparts. This Agreement may be executed in any number of identical counterparts, notwithstanding that the parties have not signed the same counterpart, with the same effect as if the parties had signed the same document. All counterparts will be construed as and constitute the same agreement. 14.11 Entire Agreement. This Agreement is the final and complete expression of the agreement between these parties regarding the DocuSign Products. This Agreement supersedes, and the terms of this Agreement govern, all previous oraland written communications regarding these matters. This Agreement may be changed only by a written agreement signed byan authorized agent of both parties. ADDITIONAL TERMS AND CONDITIONS FOR CONSULTING SERVICES The following additional terms and conditions apply to Consulting Services, if any, that are made the subject of an Order Form. 15. SERVICES, WORK ORDERS, AND CHANGE ORDERS 15.1 Services. Subject to the terms and conditions of this Agreement, DocuSign will, if ordered as provided hereunder, perform for Subscriber certain Consulting Services. 15.2 Work Orders. The specific details of the Consulting Services to be performed will be determined on a per -project basis, and the details for each project will be described in a Work Order that is executed by both parties (called the "Work Order" for purposes of the Consulting Services). An Order Form that lists a DocuSign standard training or consulting package as a DocuSign Product constitutes a Work Order. Once executed by both parties, each Work Order will be a unique agreementthat incorporates the terms of this Agreement and stands alone with respect to all other Order Forms. If there is a conflictbetween the terms of this Agreement and the terms of a Work Order, the terms of this Agreement will control unless the Work Order states that a specific provision of this Agreement will be superseded by a specific provision of the Work Order. 15.3 Change Orders. Unless otherwise specified in a Work Order, Subscriber may reasonably request in writing that revisions be made with respect to the Consulting Services or deliverables set forth in that Work Order ("Change Order"). If a Change Order recites revisions that materially increase the scope of the Consulting Services or the effort required to deliver deliverables under the applicable Work Order, then within 10 business days after DocuSign's receipt of the Change Order, DocuSign will deliver to Subscriber a written, revised Work Order reflecting DocuSign's reasonable determination of the revised Consulting Services, deliverables, delivery schedule, payment schedule, and adjusted fees or fee estimates, if any, that will apply to the implementation of the revisions. If Subscriber approves the revised Work Order, then the parties will execute it, and upon execution, the revised Work Order will supersede the then -existing Work Order. If Subscriber does not approve the revised Work Order within 10 business days after its receipt by Subscriber, the then -existing Work Order will remain in full force and effect, and DocuSign will have no further obligation with respect to the applicable Change Order. 16. PERFORMANCE OF CONSULTING SERVICES 16.1 Project Management. For each project described in a Work Order, each party will designate a single point of contact within its organization to manage the project ("Project Leader"). The Project Leaders will meet as necessary to managethe Consulting Services to be performed under a Work Order. Disputes will be escalated to more senior executives if the Project Leaders are unable to resolve a problem. DocuSign's Project Leader will provide Subscriber's Project Leader with regular reports on the status of the Consulting Services at least once per month. 16.2 Performance Standard. DocuSign warrants to Subscriber that the Consulting Services will be performed in a good and workmanlike manner in accordance with standard industry practice and the applicable Work Order, including any specifications Agreement No. 7434 in such Work Order. DocuSign will complete the Consulting Services, including the delivery of any deliverables, in accordance with the schedule of times and milestones specified in the Work Order. 16.3 Fees. Unless otherwise specified in a Work Order, Subscriber will pay DocuSign for Consulting Services on a time -and - materials basis at DocuSign's then -current rates and under payment terms described in this Agreement ("Consulting Fees"). 16.4 Disclaimer. EXCEPT FOR WARRANTIES PROVIDED HEREIN OR EXPRESSLY IDENTIFIED AS SUCH IN A WORK ORDER, THE CONSULTING SERVICES AND ANY RELATED DELIVERABLES WILL BE PROVIDED AS -IS AND WITHOUT WARRANTY OF ANY KIND. DOCUSIGN EXPRESSLY DISCLAIMS ALL IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON -INFRINGEMENT AS TO ANY AND ALL CONSULTING SERVICES AND RELATED DELIVERABLES. 17. TERM AND TERMINATION OF WORK ORDERS 17.1 Term. Each Work Order is non -cancellable except pursuant to a Change Order, and will commence on the specified effective date and will continue until each party's obligations under the Work Order have been fulfilled or the Work Order is terminated as provided in the Work Order. 17.2 Effect of Termination. If any Work Order is terminated in accordance with this Section 17, then Subscriber will pay to DocuSign any Consulting Fees and all other payment obligations accrued and payable for the Consulting Services performed under the terminated Work Order through the effective date of the termination. If a Work Order is terminated for any reason other than for material breach by DocuSign, Subscriber will pay to DocuSign all Consulting Fees due under the Work Order had the Work Order not been terminated and had the Consulting Services been fully performed in accordance with the schedule then in effect, which amount owing will be evidenced in a final termination invoice to be provided by DocuSign to Subscriber. The amount of Consulting Services Fees specified in such termination invoice from DocuSign will be final and binding on the parties, absent manifest error. 18. PROPRIETARY RIGHTS 18.1 Subscriber Materials. Any materials provided by Subscriber to DocuSign specifically for use by DocuSign in the course of the Consulting Services ("Subscriber Materials") will be used and disclosed solely as required to perform the Consulting Services. As between the parties, Subscriber will continue to own the Subscriber Materials. 18.2 Inventions. Except as expressly set forth to the contrary in a Work Order, all works of authorship, inventions, discoveries, improvements, methods, processes, formulas, designs, techniques, and information: (a) conceived, discovered, developed or otherwise made by DocuSign, solely or in collaboration with others, in the course of performing the Consulting Services; or (b) that form all or part of a deliverable provided as part of the Consulting Services, whether developed as part of the Consulting Services or separately, but excluding Subscriber Materials (as defined in Section 18.1) (collectively, "Inventions"), will be the sole property of DocuSign. Upon and subject to final payment by Subscriber of all amounts owing to DocuSign, DocuSign hereby grants to Subscriber a nonexclusive, perpetual, worldwide, royalty -free license to use, copy, modify, and prepare derivative works of the Inventions solely for purposes of Subscriber's internal business operations only. Agreement No. 7434 MASTER PURCHASE AGREEMENT This Master Purchase Agreement (this "Agreement") is entered into as of [DATE] (the "Effective Date") by and between FireEye (as defined below) and a corporation, with its principal place of business at ,,,,,,,, __ ("Customer"). This Agreement will govern Customer's initial purchase of FireEye Offerings and any future orders by Customer as agreed between the parties in writing. FireEye shall provide its Offerings pursuant to the terms and conditions below. For good and valuable consideration, the parties hereby agree as follows: Structure and Order of Precedence. This Agreement provides the general terms under which the Customer may use FireEye's various Offerings. The explicit rights for the Customer to use and receive Products, Support Services or Subscriptions or otherwise engage with specific FireEye Offerings are set forth in the applicable Exhibit. In the event of conflict between any of the terms in this Agreement and an Exhibit, the Exhibit shall govern. GENERAL TERMS APPLICABLE TO ALL FIREEYE OFFERINGS 1. DEFINITIONS. 1.1 "Content Feed" means all intelligence and content feeds associated with Products, which may consist of inbound and outbound feeds that are part of FireEye's Dynamic Threat Intelligence (DTI) Cloud, downloads of Indicators for use with Products, and/or intelligence provided as part of the Advanced Threat Intelligence (ATI) Subscription. 1.2 "Deliverables" means the written reports that are created specifically for Customer as a result of the Professional Services provided hereunder. 1.3 "Documentation" means the user manuals generally provided in writing by FireEye to end users of the Products and Subscriptions in electronic format, as amended from time to time by FireEye. 1.4 "FireEye" means (i) FireEye, Inc., a Delaware corporation with its principal place of business at 1440 McCarthy Blvd., Milpitas, CA, 95035 with respect to Offerings that are shipped to, deployed or rendered inside of North America (including the United States, Mexico, Canada and the Caribbean), Central America and South America (collectively, the "Americas"); or (ii) with respect to all Offerings that are shipped to, deployed or rendered outside of the Americas, FireEye Ireland Limited, a company incorporated under the laws of Ireland with principal place of business at 2 Park Place, City Gate Park, Mahon, Cork, Ireland. FireEye includes the operating divisions Mandiant and iSIGHT. 1.5 "FireEye Materials" means all FireEye proprietary materials, Deliverables, intellectual property related to Products or Subscriptions, (such as all rights in any software incorporated into a Product or Subscription, copyrights, and patent, trade secret and trademark rights related to Products, and screens associated with Products or Subscriptions), Documentation, any hardware and/or software used by FireEye in performing Services or providing Subscriptions, Content Feeds, FireEye's processes and methods (including any forensic investigation processes and methods), Indicators of Compromise, materials distributed by FireEye during Training, and any FireEye templates and/or forms, including report and presentation templates and forms. FireEye Materials does not include Third Party Materials. 1.6 "Indicators of Compromise" or "Indicators" means specifications of anomalies, configurations, or other conditions that FireEye is capable of identifying within an information technology infrastructure, used by FireEye in performing Professional Services and providing Subscriptions. 1.7 "Intellectual Property Rights" means copyrights (including, without limitation, the exclusive right to use, reproduce, modify, distribute, publicly display and publicly perform the copyrighted work), trademark rights (including, without limitation, trade names, trademarks, service marks, and trade dress), patent rights (including, without limitation, the exclusive right to make, use and sell), trade secrets, moral rights, right of publicity, authors' rights, contract and licensing rights, goodwill and all other intellectual property rights as may exist now and/or hereafter come into existence and all renewals and extensions thereof, regardless of whether such rights arise under the law of the United States or any other state, country or jurisdiction. FireEye Master Purchase Agreement (Rev. 8/2016) Agreement No. 7434 1.8 "Offerings" means, collectively, Products, Subscriptions, Training, Professional Services and Support Services. 1.9 "Order" means a written purchase order or similar ordering document, signed or submitted to FireEye by Customer and approved by FireEye, under which Customer agrees to purchase Offerings. 1.10 "Products" means the FireEye software and hardware appliances (which may include embedded software or firmware components) as described in Exhibit A to this Agreement. 1.11 "Professional Services" means, collectively, those security consulting services provided by FireEye under a Statement of Work and/or set forth on an Order, which may consist of Product -related services such as deployment, configuration or installation services; proactive security consulting such as penetration testing, vulnerability assessments or compromise assessments; or incident response or other remediative services. 1.12 "Service" or "Services" means the Professional Services, Support Services and Training. 1.13 "Statement of Work" or "SOW" means a mutually agreed -upon document between FireEye and Customer, describing Professional Services, rates and timelines (if applicable) for those Professional Services, and incorporating this Agreement. 1.14 "Subscription" means a service provided by FireEye for a fixed term, under which FireEye provides access to certain features, functionality, and/or information, as described in the applicable Exhibit for each Subscription attached to this Agreement. 1.15 "Support Services" means the Product support and maintenance services provided by FireEye with respect to each Product, and that are described in the applicable Exhibit for each Product attached to this Agreement. 1.16 "Third Party Materials" means software or other components that are licensed to FireEye by third parties for use in FireEye's Offerings. 1.17 "Training" means training in the use of Products, or on security -related topics in general, provided by FireEye. 2. ORDERS AND STATEMENTS OF WORK. 2.1. Orders. Customer may purchase Offerings by submitting an Order. If accepted by FireEye, the "Order Effective Date" will be the date of the Order. All Orders will be governed by this Agreement. For clarity, FireEye will not be obligated to ship any Product, or provide any Services, Training or Subscriptions until Customer has issued a valid Order for those Offerings. 2.2. Statements of Work. Each Statement of Work will incorporate and be governed by this Agreement. The "Statement of Work Effective Date" will be the date both Customer and FireEye have agreed to the Statement of Work, either by executing the Statement of Work or by issuing and accepting an Order for the Professional Services described on the Statement of Work. For clarity, FireEye will not be obligated to perform any Professional Services until a SOW describing those Professional Services has been agreed by both parties or an Order listing those Professional Services has been accepted by FireEye. 3. PAYMENT. Customer agrees to purchase the Offerings for the prices set forth in each Order and/or Statement of Work, as applicable ("Fees"). If Customer purchases through a FireEye partner (such as an authorized reseller or distributor, collectively, "FireEye Partners"), all fees and other procurement and delivery terms shall be agreed between Customer and the applicable partner. If Customer purchases directly from FireEye, Customer will make full payment in the currency specified in FireEye's invoice, without set-off and in immediately available funds, within thirty (30) days of the date of each invoice. All Fees are non -cancelable and non-refundable. All Fees described on an Order will be fully invoiced in advance, unless otherwise agreed by FireEye. Unless otherwise specified in a Statement of Work, all Fees related to Professional Services will be invoiced Confidential FireEye Rev. 8/2016 Page 2 Agreement No. 7434 fully in advance. Customer shall reimburse FireEye for any and all expenses incurred so long as such expenses are directly attributable to the Services or Subscriptions performed for or provided to Customer. FireEye will provide appropriate vouching documentation for all expenses exceeding $25. If any payment is more than fifteen (15) days late, FireEye may, without limiting any remedies available to FireEye, terminate the applicable Order or Statement of Work or suspend performance until payment is made current. Customer will pay interest on all delinquent amounts at the lesser of 1.5% per month or the maximum rate permitted by applicable law. All Fees are exclusive of all present and future sales, use, excise, value added, goods and services, withholding and other taxes, and all customs duties and tariffs now or hereafter claimed or imposed by any governmental authority upon the Offerings which shall be invoiced to and paid by the Customer. If Customer is required by law to make any deduction or withholding on any payments due to FireEye, Customer will notify FireEye and will pay FireEye any additional amounts necessary to ensure that the net amount FireEye receives, after any deduction or withholding, equals the amount FireEye would have received if no deduction or withholding had been required. Additionally, Customer will provide to FireEye evidence, to the reasonable satisfaction of FireEye, showing that the withheld or deducted amounts have been paid to the relevant governmental authority. For purposes of calculating sales and similar taxes, FireEye will use the address set forth on the Order or Statement of Work, as applicable, as the jurisdiction to which Offerings and shipments are delivered unless Customer has otherwise notified FireEye in writing as of the Order Effective Date or Statement of Work Effective Date, as applicable. Customerwill provide tax exemption certificates or direct -pay letters to FireEye on or before the Order Effective Date or Statement of Work Effective Date, as applicable. FireEye reserves the right to increase Fees at any time, although increases in Fees for Subscriptions or Support Services will not go into effect until the next Renewal Subscription Term or Renewal Support Term, as applicable. 4. TITLE AND RISK OF LOSS; INSPECTION. All hardware, including Products and any hardware provided for use with Subscriptions and/or Services, is shipped FOB Origin (FCA) from FireEye's designated manufacturing facility or point of origin, and title to such hardware and the risk of loss of or damage to the hardware shall pass to Customer at time of FireEye's delivery of such hardware to the carrier. FireEye is authorized to designate a carrier pursuant to FireEye's standard shipping practices unless otherwise specified in writing by Customer. Customer must provide written notice to FireEye within five (5) days of delivery of the Products of any non- conformity with the Order, e.g., delivery of the wrong Product or incorrect quantities. TERMS APPLICABLE TO OFFERINGS,. 5.1. Products and Support Services. Customer's purchase and use of each Product and Support Services for each Product will be subject to the licenses and terms specific to each Product set forth in Exhibit A. 5.2. Subscriptions. Customer's purchase of and access to each Subscription will be subject to the terms specific to each Subscription set forth in Exhibit B. 5.3. Training. Customer's purchase of Training will be subject to the terms in this Section 5.3. Training delivery dates and location for such Training will be mutually agreed upon by the parties. If an Order does not specify such dates and/or locations, then the parties will mutually agree upon the dates and locations for Training. Customer must request rescheduling of Training no less than two (2) weeks in advance of the scheduled start date. FireEye will use reasonable efforts to reschedule the Training, subject to availability, and Customer will pay any expenses associated with the rescheduling, including any expenses associated with cancelling or changing travel plans. If Customer cancels attendance at a public Training class, Customer must notify FireEye no later than two (2) business days before the date of the Training class. If Customer timely notifies FireEye of the cancellation, FireEye will issue Customer a credit for the amount paid for that public Training class, which Customer may apply toward another public Training class held within one (1) year of the date of the Order on which the cancelled Training class was included. Customer may substitute a named attendee at a public Training class, but Customer will notify FireEye in advance of any such substitution. FireEye reserves the right to refuse admittance to public Training classes to any person, for any reason, and if FireEye refuses admittance, FireEye will refund the amount paid for that person's attendance at the public Training class. FireEye does not refund or credit Fees paid for attendees who do not attend Training classes or who leave before a Training class concludes. If Customer purchases a block of Training hours (for example, 10 hours of Training), then Customer must use those hours within one (1) year of the effective date of the applicable Order. All Training must be scheduled and conducted within one (1) year of the date of the applicable Order for that Training. Confidential FireEye Rev. 8/2016 Page 3 Agreement No. 7434 5.4. Professional Services. 5.4.1. Deliverables. Subject to Customer's timely payment of applicable fees, and subject to this Agreement and each applicable SOW, Customer shall have a perpetual, non-exclusive, nontransferable, right and license to use, display and reproduce the Deliverables for its internal business purposes. Deliverables may not be shared with any third party other than law enforcement agencies. In no event may Deliverables be used for sales or marketing activities. 5.4.2. Customer -Owned Property. Customer will be and remain, at all times, the sole and exclusive owner of the Customer -Owned Property (including, without limitation, any modification, compilation, derivative work of, and all intellectual property and proprietary rights contained in or pertaining thereto). FireEye will promptly return to Customer all Customer -Owned Property upon the termination or expiration of the applicable Statement of Work or Order, or sooner at Customer's request. "Customer -Owned Property" means any technology, software, algorithms, formulas, techniques or know-how and other tangible and intangible items that were owned by Customer, or developed by or for Customer prior to the SOW Effective Date that are provided by Customer to FireEye for incorporation into or used in connection with the development of the Deliverables or performance of Professional Services. 5.4.3. Customer Responsibilities. If the Services or Subscriptions require the installation and use of FireEye equipment or software, Customer will facilitate the installation and shall provide physical space, electrical power, Internet connectivity and physical access as reasonably determined and communicated by FireEye. Notwithstanding anything to the contrary herein or in any Statement of Work, including confidentiality provisions, if Customer has hired FireEye to perform a PCI DSS Compliance Audit or a PCI investigation, FireEye may provide The Payment Card Industry Security Standards Council, LLC (PCI SSC), card companies and the relevant merchant bank with all Reports of Compliance (ROC) and all related assessment and investigative report documents generated in connection with such work, as required by PCI DSS rules. 5.4.4. Additional Assumptions. (a) estimated Fees for Professional Services do not include any hardware, software, licensing, maintenance or support costs of any FireEye or other third -party product or service suggested by FireEye in the course of performing Professional Services; (b) when FireEye's personnel are performing Professional Services on site at Customer's premises, Customer will allocate appropriate working space and physical access for all FireEye personnel; (c) Customer will make available key individuals within the security program that can best help plan and coordinate activities described in the SOW; (d) either party may elect to submit written change requests to the other party proposing changes to the Statement of Work. All changes to the requirements and Statement of Work will be made using agreed -to project change control procedures. 5.5 Evaluations. If Customer receives a Product or Subscription for evaluation purposes ("Evaluation Offerings") then Customer may use the Evaluation Offerings for its own internal evaluation purposes for a period of up to thirty (30) days from the date of receipt of the Evaluation Offerings (the "Evaluation Period"). Customer and FireEye may, upon mutual written agreement (including via email), extend the Evaluation Period. If the Evaluation Offering includes hardware components, Customer will return the hardware within ten (10) days of the end of the Evaluation Period, and if Customer does not return the hardware within this period, Customer shall be invoiced for the then -current list price for the applicable Evaluation Offering. Customer acknowledges that title to hardware components of Evaluation Offerings remains with FireEye at all times, and that Evaluation Offerings may be used and/or refurbished units. If the Evaluation Offering does not include hardware components, Evaluator must delete all software and other components (including Documentation) related to the Evaluation Offering at the end of the Evaluation Period, and confirm those deletions in writing to FireEye, or the Evaluator shall be invoiced for the then -current list price for the Evaluation Offering. If the Evaluation Offering is a Subscription, Evaluator understands that FireEye may disable access to the Subscription automatically at the end of the Evaluation Period, without notice to Evaluator. EVALUATION OFFERINGS ARE PROVIDED "AS IS", AND TO THE EXTENT PERMITTED BY APPLICABLE LAW, FIREEYE DISCLAIMS ALL WARRANTIES RELATING TO THE EVALUATION OFFERINGS, EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, ANY WARRANTIES AGAINST INFRINGEMENT OF THIRD PARTY RIGHTS, MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. 6. INTELLECTUAL PROPERTY Confidential FireEye Rev. 8/2016 Page 4 Agreement No. 7434 6.1. Ownership of FireEye Materials; Restrictions. All Intellectual Property Rights in FireEye Materials, Products, Deliverables, Documentation, and Subscriptions belong exclusively to FireEye and its licensors. Customer will not (and will not allow any third party to): (i) disassemble, decompile, reverse compile, reverse engineer or attempt to discover any source code or underlying ideas or algorithms of any FireEye Materials (except to the limited extent that applicable law prohibits reverse engineering restrictions); (ii) sell, resell, distribute, sublicense or otherwise transfer, the FireEye Materials, or make the functionality of the FireEye Materials available to any other party through any means (unless otherwise FireEye has provided prior written consent), (iii) without the express prior written consent of FireEye, conduct any benchmarking or comparative study or analysis involving the FireEye Materials ("Bench marking") for any reason or purpose except, to the limited extent absolutely necessary, to determine the suitability of Products or Subscriptions to interoperate with Customer's internal computer systems; (iv) disclose or publish to any third party any Benchmarking or any other information related thereto; (v) use the FireEye Materials or any Benchmarking in connection with the development of products, services or subscriptions that compete with the FireEye Materials; or (vi) reproduce, alter, modify or create derivatives of the FireEye Materials. Between Customer and FireEye, FireEye shall retain all rights and title in and to any Indicators of Compromise FireEye developed by or for FireEye in the course of providing Subscriptions or performing Services. 6.2. Third Party Materials. Customer acknowledges that Products and Subscriptions may include Third Party Materials. FireEye represents that these Third Party Materials will not diminish the license rights provided herein or limit Customer's ability to use the Products and Subscriptions in accordance with the applicable Documentation, and neither the inclusion of Third Party Materials in any Product or Subscription or use of Third Party Materials in performance of Services will create any obligation on the part of Customer to license Customer's software or products under any open source or similar license. 7. WARRANTIES. 7.1. Product Warranty. FireEye warrants to Customer that during the one (1) year period following the shipment of the Products, the Products will perform substantially in accordance with the applicable Documentation. The warranty stated in this Section 7.1 shall not apply if the Product has: (i) been subjected to abuse, misuse, neglect, negligence, accident, improper testing, improper installation, improper storage, improper handling or use contrary to any instructions issued by FireEye; (ii) been repaired or altered by persons other than FireEye; (iii) not been installed, operated, repaired and maintained in accordance with the Documentation; or (iv) been used with any third party software or hardware which has not been previously approved in writing by FireEye. If during the one-year Product warranty period: (a) FireEye is notified promptly in writing upon discovery of any error in a Product, including a detailed description of such alleged error; (b) such Product is returned, transportation charges prepaid, to FireEye's designated manufacturing facility in accordance with FireEye's then -current return procedures, as set forth by FireEye from time to time; and (c) FireEye's inspections and tests determine that the Product contains errors and has not been subjected to any of the conditions set forth in 7.1 (i)-(iv) above, then, as Customer's sole remedy and FireEye's sole obligation under the foregoing warranty, FireEye shall, at FireEye's option, repair or replace without charge such Product. Any Product that has either been repaired or replaced under this warranty shall have warranty coverage for the remaining warranty period. Replacement parts used in the repair of a Product may be new or equivalent to new. 7.2. Services Warranty. FireEye warrants to Customer that Services will be performed in a professional manner in accordance with industry standards for like services. If Customer believes the warranty stated in this Section has been breached, Customer must notify FireEye of the breach no later than thirty (30) days following the date the Services were performed, and FireEye will promptly correct or re -perform the Services, at FireEye's expense. 7.3. Subscription Warranty. FireEye warrants to Customer the Subscriptions will be provided in a professional manner in accordance with industry standards for similar subscriptions. If Customer believes the warranty stated in this Section has been breached, Customer must notify FireEye of the breach no later than thirty (30) days following the date the warranty was allegedly breached, and FireEye will promptly correct the non- conformity, at FireEye's expense. Confidential FireEye Rev. 8/2016 Page 5 Agreement No. 7434 7.4. Remedies Exclusive. Except for any Service Level Credits described in Exhibit B, the remedies stated in Sections 7.1-7.3 above are the sole remedies, and FireEye's sole obligation, with respect to Products, Subscriptions and Services that fail to comply with the foregoing warranties. 7.5. Disclaimer of Warranties. EXCEPT FOR THE EXPRESS WARRANTIES SET FORTH HEREIN, ALL PRODUCTS, SUBSCRIPTIONS, FIREEYE MATERIALS, DELIVERABLES AND SERVICES ARE PROVIDED ON AN "AS IS" BASIS WITHOUT ANY WARRANTY WHATSOEVER. FIREEYE AND ITS SUPPLIERS EXPRESSLY DISCLAIM, TO THE MAXIMUM EXTENT PERMISSIBLE UNDER APPLICABLE LAW, ALL WARRANTIES, EXPRESS, IMPLIED AND STATUTORY, INCLUDING WITHOUT LIMITATION ANY IMPLIED WARRANTY OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, ACCURACY, NONINFRINGEMENT, OR ARISING FROM COURSE OF PERFORMANCE, DEALING, USAGE OR TRADE. FIREEYE ALSO MAKES NO WARRANTY REGARDING NONINTERRUPTION OF USE OR FREEDOM FROM BUGS, AND MAKES NO WARRANTY THAT PRODUCTS, FIREEYE MATERIALS, DELIVERABLES, SERVICES OR SUBSCRIPTIONS WILL BE ERROR -FREE. 8. INFRINGEMENT INDEMNITY, 8.1. FireEye shall defend Customer, and its officers, directors and employees, against any third party action alleging that the FireEye Materials infringes a valid U.S. patent or copyright issued as of the date of delivery or performance, as applicable, and FireEye shall pay all settlements entered into, and all final judgments and costs (including reasonable attorneys' fees) finally awarded against such party in connection with such action. If the FireEye Materials, or parts thereof, become, or in FireEye's opinion may become, the subject of an infringement claim, FireEye may, at its option: (i) procure for Customer the right to continue using the applicable FireEye Materials; (ii) modify or replace such FireEye Materials with a substantially equivalent non -infringing FireEye Materials; or (iii) require the return of such FireEye Materials or cease providing affected Product, Subscriptions, Deliverables or Services, and refund to Customer, with respect to Products, a pro-rata portion of the purchase price of such Products based on a three-year straight line amortization of the purchase price, and with respect to Subscriptions, a portion of any pre -paid Fees for such Subscriptions, pro rated for any unused Subscription Term, and with respect to Services, any pre -paid Fees for Services that have not been delivered. THIS SECTION 8.1 STATES THE ENTIRE LIABILITY OF FIREEYE AND CUSTOMER'S SOLE REMEDY WITH RESPECT TO ANY INFRINGEMENT OF INTELLECTUAL PROPERTY RIGHTS BY THE OFFERINGS, FIREEYE MATERIALS, OR DELIVERABLES. 8.2. FireEye shall have no indemnification obligations with respect to any action arising out of: (i) the use of any Product, Subscription, Deliverable, or Service, or any part thereof, in combination with software or other products not supplied by FireEye; (ii) any modification of the Products, Subscriptions, Deliverables, or Services not performed or expressly authorized by FireEye; or (iii) the use of any the Products, Subscriptions, Deliverables, or Services other than in accordance with this Agreement and applicable Documentation. 8.3. The indemnification obligations shall be subject to Customer: (i) notifying FireEye within ten (10) days of receiving notice of any threat or claim in writing of such action; (ii) giving FireEye exclusive control and authority over the defense or settlement of such action; (iii) not entering into any settlement or compromise of any such action without FireEye's prior written consent; and (iv) providing reasonable assistance requested by FireEye. 9. LIMITATION OF LIABILITY. 9.1. Consequential Damages Waiver. EXCEPT FOR LIABILITY ARISING UNDER A BREACH OF ANY INTELLECTUAL PROPERTY RIGHT OF FIREEYE, OR THE INDEMNIFICATION OBLIGATIONS SET FORTH IN SECTION 8 (INFRINGEMENT INDEMNITY), IN NO EVENT WILL FIREEYE BE LIABLE FOR ANY SPECIAL, INCIDENTAL, CONSEQUENTIAL OR EXEMPLARY DAMAGES OF ANY KIND, INCLUDING BUT NOT LIMITED TO ANY LOST PROFITS AND LOST SAVINGS, HOWEVER CAUSED, WHETHER FOR BREACH OR REPUDIATION OF CONTRACT, TORT, BREACH OF WARRANTY, NEGLIGENCE, OR OTHERWISE, WHETHER OR NOT FIREEYE WAS ADVISED OF THE POSSIBILITY OF SUCH LOSS OR DAMAGES. 9.2. Limitation of Monetary Damages. EXCEPT FOR LIABILITY ARISING UNDER A BREACH OF ANY INTELLECTUAL PROPERTY RIGHT OF FIREEYE, PAYMENT OBLIGATIONS OF CUSTOMER, AND THE INDEMNIFICATION OBLIGATIONS SET FORTH IN SECTION 8 (INFRINGEMENT INDEMNITY), AND NOTWITHSTANDING ANY OTHER PROVISIONS OF THIS AGREEMENT OR ANY ORDER OR STATEMENT OF WORK, FIREEYE'S TOTAL LIABILITY ARISING OUT OF THIS AGREEMENT, THE OFFERINGS, THE FIREEYE IF AND DELIVERABLES SHALL BE LIMITED TO THE TOTAL AMOUNTS Confidential FireEye Rev. 8/2016 Page 6 Agreement No. 7434 RECEIVED BY FIREEYE FOR THE RELEVANT OFFERINGS DURING THE TWELVE (12) MONTHS IMMEDIATELY PRECEDING THE FIRST OCCURRENCE OF THE EVENTS GIVING RISE TO SUCH LIABILITY. 9.3. Applicability. THE LIMITATIONS AND EXCLUSIONS CONTAINED HEREIN WILL APPLY ONLY TO THE MAXIMUM EXTENT PERMISSIBLE UNDER APPLICABLE LAW, AND NOTHING HEREIN PURPORTS TO LIMIT EITHER PARTY'S LIABILITY IN A MANNER THAT WOULD BE UNENFORCEABLE OR VOID AS AGAINST PUBLIC POLICY IN THE APPLICABLE JURISDICTION. 9.4 SAFETY Act. FireEye and Customer hereby mutually waive and release each other from any and all liabilities relating to any claims for losses or damages of any kind (including, but not limited to, business interruption losses) arising out of an Act of Terrorism as defined by the Support Anti -Terrorism By Fostering Effective Technologies Act of 2002 ("SAFETY Act") (6 U.S.C. §§ 441-444). FireEye and Customer further agree to be solely responsible to the full extent of any and all losses they may sustain, or for any and all losses their respective employees, officers, or agents may sustain, resulting from an Act of Terrorism as defined by 6 U.S.C. §§ 441-444 when FireEye's Multi -Vector Virtual Execution Engine and any subscriptions, cloud services platform or associated services (the "Qualified Anti -Terrorism Technology") are utilized in defense against, response to, or recovery from an Act of Terrorism. 10. Export Control; Anti -Corruption; U.S. Government Restricted Rights. 10.1. Export Control. Export Control. Each party represents and warrants that it shall comply with all laws and regulations applicable to it with respect to the Offerings. Customer further acknowledges and agrees that the Products and FireEye Materials may be subject to restrictions and controls imposed by the United States Export Administration Act, the regulations thereunder, as well as European Union ("EU") or National export control laws and obligations and similar laws in other jurisdictions. Customer agrees to comply with all applicable export and re-export control laws and regulations, including the Export Administration Regulations ("EAR") maintained by the U.S. Department of Commerce, trade and economic sanctions maintained by the Treasury Department's Office of Foreign Assets Control, and the International Traffic in Arms Regulations ("ITAR") maintained by the Department of State. Specifically, Customer covenants that it shall not, directly or indirectly, sell, export, reexport, transfer, divert, or otherwise dispose of any Products, FireEye Materials, or technology (including products derived from or based on such technology) received from FireEye under this Agreement to any destination, entity, or person prohibited by the laws or regulations of the United States and the EU, without obtaining prior authorization from the competent government authorities as required by those laws and regulations. These prohibitions include, but are not limited to the following: (i) the Products and FireEye Materials cannot be exported or re-exported to any countries embargoed by the United States (currently including Cuba, Iran, North Korea, Sudan or Syria) which includes nationals of these countries employed by Customer; (ii) the Products and FireEye Materials cannot be exported or re-exported for military use in country group 'b' prior to valid 'export license' or valid 'license exception'; and (iii) the Products and FireEye Materials cannot be used for any prohibited end uses including any "nuclear, biological or chemical weapon related activities."; and (iv) the Products and FireEye Materials will not be re-exported or otherwise sold or transferred if it is known or suspected that they are intended or likely to be used for such purposes. Customer agrees to notify FireEye of any suspicious activities by any employee related to the Products. Customer agrees to indemnify, to the fullest extent permitted by law, FireEye from and against any fines or penalties that may arise as a result of Customer's breach of this provision. This export control clause shall survive termination or cancellation of any Orders. 10.2. Anticorruption Laws. Each Party acknowledges that it is familiar with and understands the provisions of the U.S. Foreign Corrupt Practices Act ("the FCPA") and the U.K. Bribery Act of 2010 ("UKBA") and agrees to comply with its terms as well as any provisions of local law related thereto. Each party further understands the provisions relating to the FCPA and UKBA's prohibitions regarding the payment or giving of anything of value, including but not limited to payments, gifts, travel, entertainment and meals, either directly or indirectly, to an official of a foreign government or political party for the purpose of influencing an act or decision in his or her official capacity or inducing the official to use his or her party's influence with that government, to obtain or retain business involving the Offering. Each Party agrees to not violate or knowingly let anyone violate the FCPA or UKBA, and Each Party agrees that no payment it makes will constitute a bribe, influence payment, kickback, rebate, or other payment that violates the FCPA, the UKBA, or any other applicable anticorruption or anti -bribery law. Confidential FireEye Rev. 8/2016 Page 7 Agreement No. 7434 10.3. U.S. Government Restricted Rights. The Offerings, Deliverables and Documentation are "commercial items", "commercial computer software" and "commercial computer software documentation," pursuant to DFAR Section 227.7202 and FAR Section 12.212, as applicable. All Offerings and FireEye Materials are and were developed solely at private expense. Any use, modification, reproduction, release, performance, display or disclosure of the Offerings, FireEye Materials and Documentation by the United States Government shall be governed solely by the this Agreement and shall be prohibited except to the extent expressly permitted by this Agreement. 11. CONFIDENTIAL INFORMATION. 11.1. Confidential Information. "Confidential Information" means the non-public information that is exchanged between the parties, provided that such information is: (i) identified as confidential at the time of disclosure by the disclosing party ("Discloser"); or (ii) disclosed under circumstances that would indicate to a reasonable person that the information should be treated as confidential by the party receiving such information ("Recipient"). The terms of any commercial transaction between the parties (including pricing related to the Offerings) shall be considered Confidential Information. 11.2. Maintenance of Confidentiality. Each party agrees that it shall: (i) take reasonable measures to protect the Confidential Information by using the same degree of care, but no less than a reasonable degree of care, to prevent the unauthorized use, dissemination or publication of the Confidential Information as the Recipient uses to protect its own confidential information of a like nature; (ii) limit disclosure to those persons within Recipient's organization with a need to know and who have previously agreed in writing, prior to receipt of Confidential Information either as a condition of their employment or in order to obtain the Confidential Information, to obligations similar to the provisions hereof; (iii) not copy, reverse engineer, disassemble, create any works from, or decompile any prototypes, software or other tangible objects which embody the other party's Confidential Information and/or which are provided to the party hereunder; and (iv) comply with, and obtain all required authorizations arising from, all U.S. and other applicable export control laws or regulations.. Confidential Information shall not be used or reproduced in any form except as required to accomplish the purposes and intent of an Order or Statement of Work. Any reproduction of Confidential Information shall be the property of Discloser and shall contain any and all notices of confidentiality contained on the original Confidential Information. 11.3. Exceptions. The parties agree that the foregoing shall not apply to any information that Recipient can evidence: (i) is or becomes publicly known and made generally available through no improper action or inaction of Recipient; (ii) was already in its possession or known by it prior to disclosure by Discloser to Recipient; (iii) is independently developed by Recipient without use of or reference to any Confidential Information; or (iv) was rightfully disclosed to it by, or obtained from, a third party. Recipient may make disclosures required by law or court order provided that Recipient: (a) uses diligent efforts to limit disclosure and to obtain, if possible, confidential treatment or a protective order; (b) has given prompt advance notice to Discloser of such required disclosure; and (c) has allowed Discloser to participate in the proceedings. 11.4. Injunctive Relief. Each party will retain all right, title and interest to such party's Confidential Information. The parties acknowledge that a violation of the Recipient's obligations with respect to Confidential Information may cause irreparable harm to the Discloser for which a remedy at law would be inadequate. Therefore, in addition to any and all remedies available at law, Discloser shall be entitled to seek an injunction or other equitable remedies in all legal proceedings in the event of any threatened or actual violation of any or all of the provisions hereof. 11.5. Return of Confidential Information. Within thirty (30) days after the date when all Orders and SOWS have expired or been terminated, or after any request for return of Confidential Information, each party will return to the other party or destroy all of such other party's Confidential Information, at such other party's discretion, and, upon request, provide such other party with an officer's certificate attesting to such return and/or destruction, as appropriate. 11.6. Privacy. If FireEye is a data processor under this Agreement, further to the provisions of Article 17 and 25 of the EU Data Protection Directive EU (Directive 95/46/EC), FireEye agrees that it will: Confidential FireEye Rev. 8/2016 Page 8 Agreement No. 7434 11.6.1 only deal with and process personal data controlled by Customer in compliance with, and subject to, the instructions received from Customer and in compliance with this Agreement and will not use or process the personal data for any other purpose whatever; 11.6.2 adopt and maintain appropriate (including organizational and technical) security measures in dealing with Customer's personal data in order to protect against unauthorized or accidental access, loss, alteration, disclosure or destruction of such data, in particular where the processing involves the transmission of data over a network, and against all other unlawful forms of processing; and 11.6.3 take all reasonable steps to ensure that (i) persons employed by it, and (ii) other persons engaged at its place of work, are aware of and comply with applicable data privacy laws and regulations. 11.6.4 FireEye may process or otherwise transfer any personal information in or to any country outside the European Economic Area or any country not deemed adequate by the European Commission pursuant to Article 25(6) to the extent necessary for the provision of the Offerings. If required, FireEye will enter into the EU Standard Contractual Clauses as approved by the European Commission for ensuring an adequate level of data protection in respect of the personal information that will be processed or transferred. 12. TERM AND TERMINATION. 12.1. Term. 12.1.1 Products. Products will be licensed according to the applicable terms in Exhibit A, for the period of time stated on the Order (e.g., if the Order lists a Product as being provided for "3Y," the license for that Product is provided for three years from the date of the Order). If no period of time is stated on the Order, then the Product is licensed perpetually, unless otherwise terminated as set forth herein. 12.1.2 Support Services. Support Services will begin ten (10) days from the date of shipment of the associated Product and continue for the period of time stated on the Order("Initial Support Term"). Unless otherwise stated on the Order, the Support Services will automatically renew for additional periods of one (1) year each (each, a "Renewal Support Term" and together with the Initial Support Term, the "Support Term"), unless either party notifies the other of its intention not to renew Support Services at least sixty (60) days prior to the expiration of the then -current Support Term. Customer may terminate Support at any time, for convenience, on thirty (30) days' written notice to FireEye. If Customer terminates Support Services for convenience before the end of the then -current Support Term, Customer will pay any remaining fees owing for the remainder of the then - current Support Term within thirty (30) days of the effective date of termination. 12.1.3 Subscriptions. The term of each Subscription will begin on the Order Effective Date and will continue in effect for the period of time stated in the Order ("Initial Subscription Term"). Unless otherwise stated on the Order, the Subscription will automatically renew after its Initial Subscription Term for additional periods of one (1) year each (each, a "Renewal Subscription Term" and together with the Initial Subscription Term, the "Subscription Term"), unless either party notifies the other of its intention not to renew that Subscription at least sixty (60) days prior to the expiration of the then -current Subscription Term. Customer may terminate a Subscription at any time, for convenience, on thirty (30) days' written notice to FireEye. If Customer terminates a Subscription for convenience before the end of the then -current Subscription Term, Customer will pay any remaining fees owing for the remainder of the then -current Subscription Term within thirty (30) days of the effective date of termination. 12.1.4 Professional Services; Statements of Work. Professional Services described on an Order will be provided at mutually agreed -upon times, and will continue until complete, unless otherwise terminated as set forth herein. The term of each SOW will be as set forth in that SOW. If no term is expressed in an SOW, then the term of that SOW will begin on the SOW Effective Date and continue until the Professional Services described in that SOW are complete or the SOW is earlier terminated as set forth herein. Unless otherwise stated in a SOW, Customer may terminate a SOW at any time for convenience by giving FireEye at least thirty (30) days' written notice of its intent to terminate the SOW. If Customer terminates an SOW for convenience as set forth in this Section, Customer will pay any amounts owing for Professional Services and Deliverables provided under that SOW up to and including the date of termination. Customer may request that FireEye suspend performing Professional Services during the term of a Statement of Work, and FireEye will suspend such Professional Services within 24 hours of Customer's request. Customer acknowledges that any such suspension will not affect Customer's obligation to pay fees for Professional Services rendered through the date of suspension, and that Confidential FireEye Rev. 8/2016 Page 9 Agreement No. 7434 resumption of Professional Services may be delayed if FireEye redeploys personnel to other engagements during the period of suspension. 12.2. Termination for Material Breach. Either party may terminate any Order or any SOW upon written notice of a material breach of the applicable Order or SOW by the other party as provided below, subject to a thirty (30) day cure period ("Cure Period"). If the breaching party has failed to cure the breach within the Cure Period after the receipt by the breaching party of written notice of such breach, the non -breaching party may give a second notice to the breaching party terminating the applicable Order or SOW. Termination of any particular Order or SOW under this Section will not be deemed a termination of any other Order or SOW, unless the notice of termination states that another Order or SOW is also terminated. Notwithstanding the foregoing, the Cure Period applicable to a breach by Customer of any payment obligations under any Order or any SOW will be fifteen (15) days. Notwithstanding the foregoing, this Agreement shall terminate automatically in the event Customer has breached any license restriction and, in FireEye's determination, that breach cannot be adequately cured within the Cure Period. 12.3. Effect of Termination. Termination or expiration of any Order or SOW will not be deemed a termination or expiration of any other Orders or SOWs in effect as of the date of termination or expiration, and this Agreement will continue to govern and be effective as to those outstanding Orders and SOWs until those Orders and SOWs have expired or terminated by their own terms or as set forth herein. The provisions of Section 3 (Payment), Section 6 (Intellectual Property), Section 7.5 (Disclaimer of Warranties), 9 (Limitation of Liability), 10 (Export Control; Anti -Corruption; U.S. Government Restricted Rights), 12 (Confidential Information), and 13 (Miscellaneous), and all accrued payment obligations, shall survive the termination of all Orders and SOWs and the relationship between FireEye and Customer. 13. MISCELLANEOUS. 13.1. Assignment. Customer may not assign any Order or Statement of Work, or any rights or obligations thereunder, in whole or in part, without FireEye's prior written consent, and any such assignment or transfer shall be null and void. FireEye shall have the right to assign all or part of an Order or Statement of Work without Customer's approval. Subject to the foregoing, each Order and Statement of Work shall be binding on and inure to the benefit of the parties' respective successors and permitted assigns. 13.2. Entire Agreement. This Agreement along with any Order, Statement of Work and the Exhibits attached hereto is the entire agreement of the parties with respect to the Offerings and supersedes all previous or contemporaneous communications, representations, proposals, commitments, understandings and agreements, whether written or oral, between the parties regarding the subject matter thereof. FireEye does not accept, expressly or impliedly and FireEye hereby rejects and deems deleted any additional or different terms or conditions that Customer presents, including, but not limited to, any terms or conditions contained or referenced in any order, acceptance, acknowledgement, or other document, or established by trade usage or prior course of dealing. This Agreement may be amended only in writing signed by authorized representatives of both parties. 13.3. Force Majeure. Neither party will be liable to the other for any delay or failure to perform any obligation under this Agreement (except for a failure to pay fees) if the delay or failure is due to unforeseen events, which occur after the signing of this Agreement and which are beyond the reasonable control of the parties, such as strikes, blockade, war, terrorism, riots, natural disasters, refusal of license by the government or other governmental agencies, in so for as such an event prevents or delays the affected party from fulfilling its obligations and such party is not able to prevent or remove the force majeure at reasonable cost. 13.4. Governing Law. This Agreement shall be deemed to have been made in, and shall be construed pursuant to the laws of the State of California and the United States without regard to conflicts of laws provisions thereof, and without regard to the United Nations Convention on the International Sale of Goods or the Uniform Computer Information Transactions Act. Any legal suit, action or proceeding arising out of or relating to the Offerings, the FireEye Materials, this Agreement, an Order or a Statement of Work will be commenced exclusively in a federal court in the Northern District of California or in state court in Santa Clara County, California, and each party hereto irrevocably submits to the jurisdiction and venue of any such court in any such suit, action or proceeding. Confidential FireEye Rev. 8/2016 Page 10 Agreement No. 7434 13.5. Independent Contractors. The parties are independent contractors. Nothing in this Agreement, any Order or any Statement of Work shall be construed to create a partnership, joint venture or agency relationship between the parties. Customer shall make no representations or warranties on behalf of FireEye. 13.6. Language. This Agreement and each Order and Statement of Work are in the English language only, which shall be controlling in all respects. All communications, notices, and Documentation to be furnished hereunder shall be in the English language only. 13.7. Notices. All notices required to be sent hereunder shall be in writing, addressed to receiving party's current business contact, if known, with a cc: to the General Counsel/Legal Department of the receiving party, and sent to the party's address as listed in this Agreement, or as updated by either party by written notice. Notices shall be effective upon receipt and shall be deemed to be received as follows: (i) if personally delivered by courier, when delivered; or (ii) if mailed by first class mail, or the local equivalent, on the fifth business day after posting with the proper address. 13.8. Severability. If any provision of this Agreement is held to be illegal, invalid or unenforceable under the laws of any jurisdiction, the provision will be enforced to the maximum extent permissible so as to effect the intent of the parties, and the remaining provisions of this Agreement will remain in full force and effect. 13.9. Third Party Rights. Other than as expressly set out in this Agreement, this Agreement does not create any rights for any person who is not a party to it and no person who is not a party to this Agreement may enforce any of its terms or rely on any exclusion or limitation contained in it. 13.10. Waiver. The waiver of a breach of any provision of this Agreement shall not constitute a waiver of any other provision or any subsequent breach. 13.11. Equal Opportunity. FireEye is committed to the provisions outlined in the Equal Opportunity Clauses of Executive Order 11246, the Rehabilitation Act of 1973, the Vietnam Era Veterans Readjustment Act of 1974, the Jobs for Veterans Act of 2003, as well as any other regulations pertaining to these orders. Wherefore, the parties have caused this Master Purchase Agreement to be executed as of the Effective Date. FIREEYE, INC. CUSTOMER Signature: Signature: Name: Name: Title: ................................ _� Title: Date; Date: FIREEYE IRELAND LIMITED Signature: Name: Title: Date: Confidential FireEye Rev. 8/2016 Page 11 Agreement No. 7434 EXHIBIT A PRODUCT LICENSE AND SUPPORT TERMS (FIREEYE NX, EX, AX, PX, FX, HX, SECURITY ORCHESTRATORT-, MVX SMART GRID, AND CENTRAL MANAGEMENT SERIES (CMS) PRODUCTS) The following terms apply to the FireEye NX, EX, AX, PX, FX, HX, Security Orchestrator, MVX Smart Grid, and Central Management Series (CMS) Products, including any add -on features such as FireEye Advanced Threat Intelligence (ATI). 1. Grant of License and Restrictions. Subject to the terms hereof, payment of all fees, and any applicable user/use limitations, FireEye grants Customer a personal, perpetual, nonsublicensable, nonexclusive, right to use the Product, in accordance with the Agreement and this Exhibit A. Customer will maintain the copyright notice and any other notices that appear on the Product, including any interfaces related to the Product. With respect to the FireEye HX Series Product, Customer may install the "agent" software component of the Product on the number of Nodes stated on the applicable Order. With respect to the FireEye EX Series Product, Customer may use the Product in connection with the number of attached URL engines (i.e., email accounts) ("Attached URL Engines") stated on the applicable Order. FireEye reserves the right to audit Customer's use of the Product to ensure compliance with this Agreement. "Nodes" are endpoint computing devices owned or controlled by Customer (such as laptops, workstations, and servers), on which Customer installs the agent software. Updates, preview features, Content Feeds and/or Support Services are not necessarily provided with the Software, may require additional payment or include additional terms and conditions, and may be provided on a "preview" basis for a limited period at no additional charge but then licensed for an additional fee at a later date. Customer acknowledges that Third Party Software distributed with the Products may be subject to separate license terms, and specifically, if the OracleTM Java@ software is included within the Product, that software is subject to the license found at kite 1 !+vw,c ra l .com tecl�rGptwoN°k " v vase tecrns/9ucense/jrug91—t ri!. 2. Content Feeds. Subject to Customer's payment in full of all associated fees for the applicable FireEye Content Feed, as set forth on the applicable Order, FireEye shall grant a limited, non-exclusive, personal, non- transferable, non-sublicenseable right to use the Content Feed as set forth in the Documentation for the applicable Product, for Customer's internal business purposes during the active Support Term for the applicable Product. FireEye shall not disclose to any third party any personally identifiable data or Customer Confidential Information in connection with the Content Feed unless expressly authorized to do so by Customer. The Content Feeds available to the Customer with respect to the Products may include: 2.1 FireEye Dynamic Threat Intelligence TM (DTITM) - The DTI Content Feed (currently available only for customers who have purchased the FireEye NX, EX, AX, HX or FX Product) provides continual, updated information to the Product about threats. 2.2. FireEye Advanced Threat IntelligenceTM (ATITM) - The ATI Content Feed (currently available only for customers who have purchased the FireEye NX Product) provides contextual information about malware detected in Customer's environment, such as information regarding threat groups associated with certain malware, industry verticals in which FireEye has observed certain threat groups operate and in which certain malware is used, and relative frequency of observation of various threats and malware. 3. Support Services. Subject to Customer's payment in full of all associated fees for FireEye Support Services, FireEye shall provide Support Services for the Products as set forth in Exhibit C, as may be updated by FireEye in its discretion. Confidential FireEye Rev. 8/2016 Page 12 Agreement No. 7434 EXHIBIT B SUBSCRIPTION TERMS Confidential FireEye Rev. 8/2016 Page 13 Agreement No. 7434 EXHIBIT B-1 SUBSCRIPTION TERMS FOR FIREEYE AS A SERVICE (FAAS) - CONTINUOUS PROTECTION The following terms govern the FireEye as a Service (FaaS) - Continuous Protection (CP) Subscription. 1 Definitions. 1.1 "Alert" means, individually and collectively, APT Alerts, High Priority Alerts, and Low Priority Alerts. 1.2 "APT Alert" means (a) with respect to Products other than HX, an alert generated by a Product, that is identified by the Product as being associated with a "targeted threat," which means advanced persistent threat (APT) actors or APT activity; (b) with respect to the HX Product, an alert designated by HX as XPLT, EXC, or PRE, that is triggered by a FireEye standard Indicator; and (c) with respect to the TAP Subscription, an "APT Alert" means a TAP Alert designated as an "APT Alert" in the table in Section 1.11 below. 1.3 "APT Only Service" means the Subscription level in which FireEye will provide FaaS Reports and monitoring of APT Alert. If Customer purchases the APT Only Service, FireEye will provide FaaS Reports and monitoring of only APT Alerts, and not any other Alerts. 1.4 "Covered System" means (i) a computing device (to the extent supported by FireEye) that Customer specifies as within the scope of the CP Subscription, and if the Customer has purchased the HX Product, on which a software agent has been installed to support CP Subscription delivery, or (ii) a computing device (to the extent supported by FireEye) whose network traffic is observable to support CP Subscription delivery; (iii) with respect to ETP Subscriptions, mailboxes monitored to support CP Subscription delivery; or (iv) any computing device that both Customer and FireEye agree is within scope of the CP Subscription. 1.5 "Full Coverage Service" means the Subscription level in which FireEye will provide FaaS Reports and monitoring of all Alerts, regardless of the severity level of the Alert as classified by the Product. 1.6 "High Priority Alert Service" means the Subscription level in which FireEye will provide FaaS Reports and monitoring of High Priority Alerts and APT Alerts. 1.7 "FaaS Reports" means the written reports relating to Alerts that FireEye creates and makes available to Customer through the CP Subscription. 1.8 "High Priority Alert" means (a) with respect to Products other than HX and FX, an alert generated by that Product that is classified by that Product as severity level "critical" or "major"; (b) with respect to the FX Product, any alert generated by the FX Product, including APT Alerts; and (c) with respect to a TAP subscription, a TAP Alert designated as a "High Priority Alert" in the table in Section 1.11 below. 1.9 "Low Priority Alert" means an alert generated by a Product or TAP Subscription (as applicable) that is not an APT Alert or a High Priority Alert. 1.10 "Nodes" or "Node Band" refers to number of Covered Systems within the Customer environment, which is reflected on the Subscription Order. 1.11 "TAP Alert" means an alert generated by the TAP Subscription, with a severity level assigned by the TAP Subscription (e.g., "Critical," "High," "Medium"). TAP Alerts are investigated and reported on as "APT Alerts" and "High Priority Alerts" as shown in the table below, depending on the TAP Rule Pack that invoked the TAP Alert: -........ . FireEye Rule Pack APT Alerts Highh Priori Alerts A plication Detection .�.. ................... Cloud Infrastructure - ...... _ ........ Commodity Malware All Confidential FireEye Rev. 8/2016 Page 14 Agreement No. 7434 Current Events DTI Rules Exr)loit Kits FTP Industrial Control Intel Match Linux Malware Method Phishing -.- Point of Sale Securit Tools Targeted Malware Vendor- FireEye ms Vulnerability Web Application Attacks Windows Critical ..___. hli h I Critical, Hi All All Critical, High, Medium Critical, High, Medium Critical, High, Medium Critical,, Hi�Medium Critical, H� Critical, Hi h Critical High - Critical, Hi h All All . Critical, High, Medium All .................._....,. .All Critical, Hiah, Medium Critical, Hiah, Medium 1.13 "TAP Rule Packs" means a predefined set of criteria that identifies suspicious events or threats based on the associated rule type within the TAP Subscription. 2 Scope of FaaS - Continuous Protection CP Sulascrl ttc�n. During the Subscription Term, FireEye will provide the CP Subscription as set forth in this Section 2, according to the Subscription level purchased by Customer as set forth in the Subscription Order. If the Subscription Order does not specify the Subscription Ivel purchased, then Customer will be deemed to have purchased the APT Only Service. All services Customer requests that are not described in this Section 2 will be performed at mutually agreed upon rates as set forth in Statements of Work. Unless otherwise specified, the CP Subscription is provided by FireEye personnel remotely accessing Customer's environment from FireEye's networks. The CP Subscription is available for the number of Nodes purchased (available for Customers who have purchased the FireEye NX, FX, or EX Product or the ETP or TAP Subscription). If the number of Nodes exceeds the amount reflected in the Subscription Order by more than ten percent (10%), FireEye will notify Customer in writing, and will issue an invoice for the next higher Node Band at FireEye's then -current rates pro -rated for the remaining portion of the then -current Subscription Term. 2.1 Event Analysis. (a) Time to Begins Analysis, FireEye will begin analysis of an Alert within the times set forth in the table below, calculated from the time the Alert was generated by the Product or TAP Subscription (as applicable). ll ANerts Invesfl_gated. FireEye will investigate and report on the Alerts that correspond with the Subscription level the Customer purchased. If the Customer purchased the APT Only Service, FireEye will investigate and report on only APT Alerts. If the Customer purchased the High Priority Alerts Service, FireEye will investigate and report on only High Priority Alerts and APT Alerts. If the Customer purchased the All Alerts Service, FireEye will investigate and report on APT Alerts, High Priority Alerts, and Low Priority Alerts. FireEye has no obligation to investigate and report on Alerts that fall outside the purchased Subscription level. ll Initial Investiyer�._FireEye analysts will perform an initial analysis of the Customer's Covered Systems to determine if the Alert is a true or false positive, benign or suspicious activity. ll FoaS Repgrts. If FireEye's investigation determines that the Alert indicates a true compromise, FireEye will publish a FaaS Report to the FaaS Portal within one (1) hour of the time FireEye makes that determination. Regardless of whether FireEye's investigation determines that an Alert indicates a true compromise, FireEye will publish a FoaS Report on the Alert to the FaaS Portal within the times set forth in the table Confidential FireEye Rev. 8/2016 Page 15 Agreement No. 7434 below, based on the classification of the Alert (APT Alert, High Priority Alert, Low Priority Alert). Customer acknowledges that in some cases, when FireEye's investigation is not complete, a FaaS Report may provide only an update of current status of the Alert investigation. ..... .... _ ...... Alerts Investigated (Level of FaaS Alert_ . Time to _........ Time to Time to Publish Service) Classification Begin Publish FaaS FaaS Report Investigation Report (from (when no (from time time FireEye validation of APT Only High Full Product or validates actual Service Priority Coverage TAP actual compromise; Alerts Service Subscription compromise) from time Service generates Product or TAP Alert) Subscription generates .......... ...... Alert Yes Yes Yes APT Alert L 1 hours 1 hour 24 hours No Yes Yes High Priority 7 hours 1 hour 24 hours Alert No No Yes Low Priority 24 hours 1 hour 48 hours Alert The service levels noted in the table above will become effective thirty (30) days following the Order Effective Date, to allow time for Customer to install Products and for FireEye to determine the level of staffing needed to respond to Alerts in Customer's environment. (e) Extended Investigations; Multiple Related Alerts. When FireEye has identified a true positive or suspicious activity, FireEye analysts may perform an extended investigation, and/or may aggregate and review multiple Alerts from related Covered Systems to determine the extent of activity related to the Alert. FireEye analysts may append results from the extended investigation or subsequent Alert investigations to the initial FaaS Report if FireEye determines that additional or subsequent Alerts are related, and in such cases, FireEye will not be required to issue a separate FaaS Report for each such related Alert. (f) Non -Remediable Alerts. FireEye has no obligation to notify the Customer or generate a new FaaS Report on new Alerts that are directly related to previous investigations where a FaaS Report has been published and FireEye has provided recommended remediation steps, when the Customer has acknowledged the FaaS Report but chooses not to or cannot remediate the cause of these Alerts. (g) Alert Priority. FireEye may re -prioritize Alerts, regardless of their severity classification, to provide focus to Alerts that FireEye determines may have the largest impact to the Customer's environment. (h) Continuity of Monitoring. All monitoring, investigation and reporting activities described in this Section 2.1 will be provided on a 24/7/365 basis. 2.2 System Health Monitoring and Notification. For Customers who have purchased the FireEye NX, EX, or FX Product, FireEye will provide Customer with notifications of system health issues such as connectivity problems. 2.3 Containment. When the Customer has purchased the HX Product, FireEye may, when appropriate, recommend containment of the target Covered System from the Customer's network. Containment must be executed by the Customer. 2.4 Portal Access. Alerts and FaaS Reports will be provided via an online portal ("FaaS Portal"), and FireEye will provide login credentials to the Customer to enable access to the FaaS Portal. The FaaS Portal will be available 99.9% of the time in any calendar month, other than Downtime, as defined below, and this FaaS Portal Service Level commitment will be subject to the Service Level Credits set forth in Section 3 below. Confidential FireEye Rev. 8/2016 Page 16 Agreement No. 7434 2.5 FireEye Intelligence Center. During the Subscription Term, FireEye will provide access to the FireEye Intelligence Center (FIC), which includes the Community Threat Intelligence (CTI) platform, subject to the following: (a) Permitted Use; Reports. Customer may access, view and use FIC and content appearing on FIC ("FIC Content") solely for internal use. Some features of FIC may allow Customer to generate a report (each, a "FIC Report"). FIC Reports and FIC Content are FireEye IP. Subject to Customer's payment obligations, FireEye grants to Customer a limited, non-exclusive right to produce FIC Reports using FIC, and reproduce and distribute those FIC Reports and FIC Content internally for Customer's own business purposes. (b) Additional Use Limitations. Customer may appoint up to fifteen (15) users of FIC at any time. Each day, all users on Customer's account may collectively make up to (A) one hundred (100) queries of IP addresses and domain names and (B) one hundred (100) queries of malware. Customer may request additional queries, to be evaluated by FireEye on a case by case basis. (c) User Content. "User Content" means any communications, images, sounds, and all the material and information that Customer or anyone using Customer's account contributes to or through FIC, including any contributions to or through the CTI platform (e.g., comments to FIC Content, suspected malware that Customer uploads to FIC). Customer hereby grants FireEye a perpetual, irrevocable, worldwide, paid -up, non-exclusive, license, including the right to sublicense to third parties, and right to reproduce, fix, adapt, modify, translate, reformat, create derivative works from, publish, distribute, sell, license, transmit, publicly display, publicly perform, or provide access to electronically, broadcast, display, perform, and use and practice such User Content as well as all modified and derivative works thereof. Customer represents that Customer has all necessary rights to grant the license referenced in the preceding sentence. FireEye may use and disclose any of the information it collects about its customers' use of FIC, including CTI, to the extent such information is de -identified. (d) Restrictions. Customer may not access FIC by any means other than through the interface that is provided or approved by FireEye. Customer will not collect any information from or through FIC using any automated means, including without limitation any script, spider, "screen scraping," or "database scraping" application, and Customer will not damage, disable, overburden, or impair FIC or interfere with any other party's use and enjoyment of FIC. (e) Customer acknowledges that some optional features and content appearing on FIC may require payment of additional fees. 2.6 Reseller and Partner Purchases. If Customer receives the Subscription via a FireEye authorized services or support partner (a "Partner"), Customer agrees that the Subscription and FaaS Reports may be delivered to Customer through the Partner. Notwithstanding any other confidentiality obligations between the parties, Customer authorizes FireEye to disclose information related to the Subscription and Customer Data to Partner. 2.7 Customer Networks. The Subscription may only be provided for computer systems and networks leased to or owned by Customer, and under Customer's control, up to the number of Nodes allowed, as set forth in the applicable Subscription Order. 2.8 Connectivity Requirements. Unless otherwise specified, the Subscription are provided by FireEye personnel remotely accessing Customer's environment from FireEye's networks. Customer must provide outbound TCP- based connectivity from all Products to FireEye for the establishment of a virtual private network (VPN). Details pertaining to specific network access requirements will be established in conjunction with installation activities. 2.9 Credential Security. Customer will be responsible for the following: (a) providing accurate information to FireEye for provisioning access to (and removal of) Customer personnel access to the FaaS Portal; (b) implementing and adhering to strong password standards; (c) providing accurate information to FireEye for domain whitelisting; and (d) reporting any security issues related to the Subscription (including the FaaS Portal) to FireEye immediately. 2.10 Exclusions. Notwithstanding anything else contained in this Agreement to the contrary, FireEye shall have no obligation or responsibility to provide the Subscription for (i) Products for which Customer does not have an active Subscription in place; (ii) Products that the Customer (or FireEye or another third party on Customer's behalf) has configured with a one-way feed of FireEye's Dynamic Threat Intelligence (DTI) Subscription; (iii) Confidential FireEye Rev. 8/2016 Page 17 Agreement No. 7434 Products with an installed FireEye operating system less than version 6.2; (iv) Products that have been declared end of life; (v) Products that have no active Support Service in place; (vi) Products for which software updates have not been applied; (vii) Products that have not been installed and deployed; or (viii) Products that are misconfigured or incorrectly deployed, which prevents the Products from monitoring the Covered Systems. Customer acknowledges that to facilitate FireEye's efficient performance of the Subscription, FireEye may control some features and functionality of the Products, and that such features or functionality may not be available for Customer's independent use during the Subscription Term. 3. FaaS Portal Availability 3.1 FireEye shall undertake commercially reasonable efforts to ensure the FaaS Portal availability for 99.9% of the time during each calendar month. 3.1.1 "Service Outage" is where the FaaS Portal is not available due to a failure or a disruption in the FaaS Portal that is not the result of Scheduled Maintenance, Emergency Maintenance, a force majeure event or of the act or omission of Customer. 3.1.2 "Scheduled Maintenance Period" is the period during which weekly scheduled maintenance of the FaaS Portal may be performed, or a maintenance window otherwise mutually agreed upon by FireEye and Customer. 3.1.3 "Emergency Maintenance" means any time outside of Scheduled Maintenance that FireEye is required to apply critical patches or fixes or undertake other urgent maintenance. If Emergency Maintenance is required, FireEye will contact Customer and provide the expected time frame of the Emergency Maintenance and availability of the FaaS Portal during the Emergency Maintenance. 3.1.4 "System Availability" means the percentage of total time during which the FaaS Portal shall be available to Customer, excluding the Scheduled Maintenance Period, Emergency Maintenance, force majeure events, or acts or omissions of the Customer that cause system downtime. 3.2. Remedy 3.2.1 In the event that the FaaS Portal does not meet the monthly service availability defined in 3.1, FireEye will provide a credit to the Customer in accordance to the table below ("Credit") for a validated SLA Claim (defined below). 3.2.2 For determining the Credit, the duration of a Service Outage will be measured as the time starting when Customer experiences a disruption in availability of the FaaS Portal and ending when a successful solution or workaround allowing for full restoration of the FaaS Portal is provided by FireEye to Customer. Customer must notify FireEye in writing of any Service Outage no later than fifteen (15) days after the calendar month in which the Service Outage occurred ("SLA Claim") to be entitled to a Credit for that Service Outage. 3.2.3 Any Credits earned by Customer hereunder will be applied to the Subscription Fees owed by Customer for the next Subscription Term for which the Credit applies. If Credits cannot be applied to future Subscription Fees because the Subscription Term has terminated for non -renewal or for a material uncured breach by Customer, such credits shall become null and void. If Credits cannot be applied to future Subscription Fees because the Subscription Term has terminated due to a material uncured breach by FireEye, FireEye will promptly pay Customer the amount of the Credit. 3.2.4 Customer shall not be entitled to receive a Credit that exceeds 1 % of its prorated monthly Subscription Fee for a Service Outage for the applicable calendar month. Confidential FireEye Rev. 8/2016 Page 18 Agreement No. 7434 EXHIBIT B-2 SUBSCRIPTION TERMS FOR FIREEYE AS A SERVICE (FAAS) - CONTINUOUS VIGILANCE The following terms govern the FireEye as a Service (FaaS) - Continuous Vigilance (CV) Subscription. 3 Definitions. 3.1 "Alert" means, individually and collectively, APT Alerts, High Priority Alerts, and Low Priority Alerts. 3.2 "APT Alert" means (a) with respect to Products other than HX, an alert generated by a Product, that is identified by the Product as being associated with a "targeted threat," which means advanced persistent threat (APT) actors or APT activity; (b) with respect to the HX Product, an alert designated by HX as XPLT, EXC, or PRE, that is triggered by a FireEye standard Indicator; and (c) with respect to the TAP Subscription, an "APT Alert" means a TAP Alert designated as an "APT Alert" in the table in Section 1.11 below. 3.3 "APT Only Service" means the Subscription level in which FireEye will provide FaaS Reports and monitoring of APT Alert. If Customer purchases the APT Only Service, FireEye will provide FaaS Reports and monitoring of only APT Alerts, and not any other Alerts. 3.4 "Covered System" means (i) a computing device (to the extent supported by FireEye) that Customer specifies as within the scope of the CV Subscription, and if the Customer has purchased the HX Product, on which a software agent has been installed to support CV Subscription delivery, or (ii) a computing device (to the extent supported by FireEye) whose network traffic is observable to support CV Subscription delivery; (iii) with respect to ETP Subscriptions, mailboxes monitored to support CV Subscription delivery; or (iv) any computing device that both Customer and FireEye agree is within scope of the CV Subscription. 3.5 "Full Coverage Service" means the Subscription level in which FireEye will provide FaaS Reports and monitoring of all Alerts, regardless of the severity level of the Alert as classified by the Product. 3.6 "High Priority Alert Service" means the Subscription level in which FireEye will provide FaaS Reports and monitoring of High Priority Alerts and APT Alerts. 3.7 "FaaS Reports" means the written reports relating to Alerts that FireEye creates and makes available to Customer through the CV Subscription. 3.8 "High Priority Alert" means (a) with respect to Products other than HX and FX, an alert generated by that Product that is classified by that Product as severity level "critical" or "major"; (b) with respect to the FX Product, any alert generated by the FX Product, including APT Alerts; and (c) with respect to a TAP subscription, a TAP Alert designated as a "High Priority Alert" in the table in Section 1.11 below. 3.9 "Low Priority Alert" means an alert generated by a Product or TAP Subscription (as applicable) that is not an APT Alert or a High Priority Alert. 3.10 "Nodes" or "Node Band" refers to number of Covered Systems within the Customer environment, which is reflected on the Subscription Order. 3.11 "TAP Alert" means an alert generated by the TAP Subscription, with a severity level assigned by the TAP Subscription (e.g., "Critical," "High," "Medium"). TAP Alerts are investigated and reported on as "APT Alerts" and "High Priority Alerts" as shown in the table below, depending on the TAP Rule Pack that invoked the TAP Alert: ----- _. FireE a Rule Pack APT Alerts High Priority Alerts Application Detection Cloud Infrastructure Commodity Malware .._ All Confidential FireEye Rev. 8/2016 Page 19 Agreement No. 7434 Current Events DTI Rules Exploit Kits._ FTP Industrial Control Systems Intel Match Linux _ Malware Methodoloqv Point of Sale Security Tools Targeted Malware Vendor- FireEye Vulnerability Web Application Attacks Windows Critical, High All All Critical, High, Medium Critical, High, Medium ..... ............... Critical, High, Medium Critical, Hi h, Medium Critical, High . -_.Critical, High Critical„ -Hi h� Critical, High All All Critical, High, Medium All All Critical, High, Medium ritical, High, Medium h 1.13 "TAP Rule Packs" means a predefined set of criteria that identifies suspicious events or threats based on the associated rule type within the TAP Subscription. 2 Scope of FaaS - Continuous Vigilance (CV1 Subscription. During the Subscription Term, FireEye will provide the CV Subscription as set forth in this Section 2, according to the Subscription level purchased by Customer as set forth in the Subscription Order. If the Subscription Order does not specify the Subscription Ivel purchased, then Customer will be deemed to have purchased the APT Only Service. All services Customer requests that are not described in this Section 2 will be performed at mutually agreed upon rates as set forth in Statements of Work. Unless otherwise specified, the CV Subscription is provided by FireEye personnel remotely accessing Customer's environment from FireEye's networks. The CV Subscription is available for the number of Nodes purchased (available for Customers who have purchased the FireEye NX, FX, or EX Product or the ETP or TAP Subscription). If the number of Nodes exceeds the amount reflected in the Subscription Order by more than ten percent (10%), FireEye will notify Customer in writing, and will issue an invoice for the next higher Node Band at FireEye's then -current rates pro -rated for the remaining portion of the then -current Subscription Term. 2.1 Event Analysis. u Time fo Begin Analysis,.FireEye will begin analysis of an Alert within the times set forth in the table below, calculated from the time the Alert was generated by the Product or TAP Subscription (as applicable). Alerts Investigated. FireEye will investigate and report on the Alerts that correspond with the Subscription level the Customer purchased. If the Customer purchased the APT Only Service, FireEye will investigate and report on only APT Alerts. If the Customer purchased the High Priority Alerts Service, FireEye will investigate and report on only High Priority Alerts and APT Alerts. If the Customer purchased the All Alerts Service, FireEye will investigate and report on APT Alerts, High Priority Alerts, and Low Priority Alerts. FireEye has no obligation to investigate and report on Alerts that fall outside the purchased Subscription level. Jcjj Ilr2 fiat In,vestigati srr.-FireEye analysts will perform an initial analysis of the Customer's Covered Systems to determine if the Alert is a true or false positive, benign or suspicious activity. u l=ogrts,. If FireEye's investigation determines that the Alert indicates a true compromise, FireEye will publish a FaaS Report to the FaaS Portal within one (1) hour of the time FireEye makes that determination. Regardless of whether FireEye's investigation determines that an Alert indicates a true compromise, FireEye will publish a FoaS Report on the Alert to the FaaS Portal within the times set forth in the table Confidential FireEye Rev. 8/2016 Page 20 Agreement No. 7434 below, based on the classification of the Alert (APT Alert, High Priority Alert, Low Priority Alert). Customer acknowledges that in some cases, when FireEye's investigation is not complete, a FaaS Report may provide only an update of current status of the Alert investigation. Alerts Investigated (Level of FaaS Alert __......_......... Time to Time to Time to Publish Service) Classification Begin Publish FaaS FaaS Report Investigation Report (from (when no _ ....... _...... _......._ (from time time FireEye validation of APT Only High Full Product or validates actual Service Priority Coverage TAP actual compromise; Alerts Service Subscription compromise) from time Service generates Product or TAP Alert) Subscription generates Alert) Yes Yes Yes APT Alert 1 hours..._ 1 hour _m 24 hours No Yes Yes High Priority 7 hours 1 hour 24 hours Alert No No Yes Low Priority 24 hours 1 hour 48 hours Alert The service levels noted in the table above will become effective thirty (30) days following the Order Effective Date, to allow time for Customer to install Products and for FireEye to determine the level of staffing needed to respond to Alerts in Customer's environment. (e) Extended Investigations; Multiple Related Alerts. When FireEye has identified a true positive or suspicious activity, FireEye analysts may perform an extended investigation, and/or may aggregate and review multiple Alerts from related Covered Systems to determine the extent of activity related to the Alert. FireEye analysts may append results from the extended investigation or subsequent Alert investigations to the initial FaaS Report if FireEye determines that additional or subsequent Alerts are related, and in such cases, FireEye will not be required to issue a separate FaaS Report for each such related Alert. (f) Non -Remediable Alerts. FireEye has no obligation to notify the Customer or generate a new FaaS Report on new Alerts that are directly related to previous investigations where a FaaS Report has been published and FireEye has provided recommended remediation steps, when the Customer has acknowledged the FaaS Report but chooses not to or cannot remediate the cause of these Alerts. (g) Alert Priority. FireEye may re -prioritize Alerts, regardless of their severity classification, to provide focus to Alerts that FireEye determines may have the largest impact to the Customer's environment. (h) Hunting. FireEye will conduct periodic proactive hunting techniques on Covered Systems to look for additional indicators of malicious or attacker activity. When FireEye's investigation reveals a compromise, then within one (1) hour of the time FireEye makes that determination, FireEye will publish a FaaS Report related to that activity to the FaaS Portal. (i) Continuity of Monitoring. All monitoring, investigation and reporting activities described in this Section 2.1 will be provided on a 24/7/365 basis. 2.2 System Health Monitoring and Notification. For Customers who have purchased the FireEye NX, EX, or FX Product, FireEye will provide Customer with notifications of system health issues such as connectivity problems. 2.3 Containment. When the Customer has purchased the HX Product, FireEye may, when appropriate, recommend containment of the target Covered System from the Customer's network. Containment must be executed by the Customer. 2.4 Portal Access. Alerts and FaaS Reports will be provided via an online portal ("FaaS Portal"), and FireEye will provide login credentials to the Customer to enable access to the FaaS Portal. The FaaS Portal will be Confidential FireEye Rev. 8/2016 Page 21 Agreement No. 7434 available 99.9% of the time in any calendar month, other than Downtime, as defined below, and this FaaS Portal Service Level commitment will be subject to the Service Level Credits set forth in Section 3 below. 2.5 FireEye Intelligence Center. During the Subscription Term, FireEye will provide access to the FireEye Intelligence Center (FIC), which includes the Community Threat Intelligence (CTI) platform, subject to the following: (f) Permitted Use; Reports. Customer may access, view and use FIC and content appearing on FIC ("FIC Content") solely for internal use. Some features of FIC may allow Customer to generate a report (each, a "FIC Report"). FIC Reports and FIC Content are FireEye IP. Subject to Customer's payment obligations, FireEye grants to Customer a limited, non-exclusive right to produce FIC Reports using FIC, and reproduce and distribute those FIC Reports and FIC Content internally for Customer's own business purposes. (g) Additional Use Limitations. Customer may appoint up to fifteen (15) users of FIC at any time. Each day, all users on Customer's account may collectively make up to (A) one hundred (100) queries of IP addresses and domain names and (B) one hundred (100) queries of malware. Customer may request additional queries, to be evaluated by FireEye on a case by case basis. (h) User Content. "User Content" means any communications, images, sounds, and all the material and information that Customer or anyone using Customer's account contributes to or through FIC, including any contributions to or through the CTI platform (e.g., comments to FIC Content, suspected malware that Customer uploads to FIC). Customer hereby grants FireEye a perpetual, irrevocable, worldwide, paid -up, non-exclusive, license, including the right to sublicense to third parties, and right to reproduce, fix, adapt, modify, translate, reformat, create derivative works from, publish, distribute, sell, license, transmit, publicly display, publicly perform, or provide access to electronically, broadcast, display, perform, and use and practice such User Content as well as all modified and derivative works thereof. Customer represents that Customer has all necessary rights to grant the license referenced in the preceding sentence. FireEye may use and disclose any of the information it collects about its customers' use of FIC, including CTI, to the extent such information is de -identified. (i) Restrictions. Customer may not access FIC by any means other than through the interface that is provided or approved by FireEye. Customer will not collect any information from or through FIC using any automated means, including without limitation any script, spider, "screen scraping," or "database scraping" application, and Customer will not damage, disable, overburden, or impair FIC or interfere with any other party's use and enjoyment of FIC. (j) Customer acknowledges that some optional features and content appearing on FIC may require payment of additional fees. 2.6 Reseller and Partner Purchases. If Customer receives the Subscription via a FireEye authorized services or support partner (a "Partner"), Customer agrees that the Subscription and FaaS Reports may be delivered to Customer through the Partner. Notwithstanding any other confidentiality obligations between the parties, Customer authorizes FireEye to disclose information related to the Subscription and Customer Data to Partner. 2.7 Customer Networks. The Subscription may only be provided for computer systems and networks leased to or owned by Customer, and under Customer's control, up to the number of Nodes allowed, as set forth in the applicable Subscription Order. 2.8 Connectivity Requirements. Unless otherwise specified, the Subscription are provided by FireEye personnel remotely accessing Customer's environment from FireEye's networks. Customer must provide outbound TCV- based connectivity from all Products to FireEye for the establishment of a virtual private network (VPN). Details pertaining to specific network access requirements will be established in conjunction with installation activities. 2.9 Credential Security. Customer will be responsible for the following: (a) providing accurate information to FireEye for provisioning access to (and removal of) Customer personnel access to the FaaS Portal; (b) implementing and adhering to strong password standards; (c) providing accurate information to FireEye for domain whitelisting; and (d) reporting any security issues related to the Subscription (including the FaaS Portal) to FireEye immediately. Confidential FireEye Rev. 8/2016 Page 22 Agreement No. 7434 2.10 Exclusions. Notwithstanding anything else contained in this Agreement to the contrary. FireEye shall have no obligation or responsibility to provide the Subscription for (i) Products for which Customer does not have an active Subscription in place; (ii) Products that the Customer (or FireEye or another third party on Customer's behalf) has configured with a one-way feed of FireEye's Dynamic Threat Intelligence (DTI) Subscription; (iii) Products with an installed FireEye operating system less than version 6.2; (iv) Products that have been declared end of life; (v) Products that have no active Support Service in place; (vi) Products for which software updates have not been applied; (vii) Products that have not been installed and deployed; or (viii) Products that are misconfigured or incorrectly deployed, which prevents the Products from monitoring the Covered Systems. Customer acknowledges that to facilitate FireEye's efficient performance of the Subscription, FireEye may control some features and functionality of the Products, and that such features or functionality may not be available for Customer's independent use during the Subscription Term. 3. FaaS Portal Availability 3.1 FireEye shall undertake commercially reasonable efforts to ensure the FaaS Portal availability for 99.9% of the time during each calendar month. 3.1.1 "Service Outage" is where the FaaS Portal is not available due to a failure or a disruption in the FaaS Portal that is not the result of Scheduled Maintenance, Emergency Maintenance, a force majeure event or of the act or omission of Customer. 3.1.2 "Scheduled Maintenance Period" is the period during which weekly scheduled maintenance of the FaaS Portal may be performed, or a maintenance window otherwise mutually agreed upon by FireEye and Customer. 3.1.3 "Emergency Maintenance" means any time outside of Scheduled Maintenance that FireEye is required to apply critical patches or fixes or undertake other urgent maintenance. If Emergency Maintenance is required, FireEye will contact Customer and provide the expected time frame of the Emergency Maintenance and availability of the FaaS Portal during the Emergency Maintenance. 3.1.4 "System Availabiliy' means the percentage of total time during which the FaaS Portal shall be available to Customer, excluding the Scheduled Maintenance Period, Emergency Maintenance, force majeure events, or acts or omissions of the Customer that cause system downtime. 3.2. Remedy 3.2.1 In the event that the FaaS Portal does not meet the monthly service availability defined in 3.1, FireEye will provide a credit to the Customer in accordance to the table below ("Credit") for a validated SLA Claim (defined below). 3.2.2 For determining the Credit, the duration of a Service Outage will be measured as the time starting when Customer experiences a disruption in availability of the FaaS Portal and ending when a successful solution or workaround allowing for full restoration of the FaaS Portal is provided by FireEye to Customer. Customer must notify FireEye in writing of any Service Outage no later than fifteen (15) days after the calendar month in which the Service Outage occurred ("SLA Claim") to be entitled to a Credit for that Service Outage. 3.2.3 Any Credits earned by Customer hereunder will be applied to the Subscription Fees owed by Customer for the next Subscription Term for which the Credit applies. If Credits cannot be applied to future Subscription Fees because the Subscription Term has terminated for non -renewal or for a material uncured breach by Customer, such credits shall become null and void. If Credits cannot be applied to future Subscription Fees because the Subscription Term has terminated due to a material uncured breach by FireEye, FireEye will promptly pay Customer the amount of the Credit. Confidential FireEye Rev. 8/2016 Page 23 Agreement No. 7434 3.2.4 Customer shall not be entitled to receive a Credit that exceeds 10% of its prorated monthly Subscription Fee for a Service Outage for the applicable calendar month. Confidential Fire Eye Rev. 8/2016 Page 24 Agreement No. 7434 EXHIBIT B-3 SUBSCRIPTION TERMS FOR FIREEYE THREAT ANALYTICS PLATFORM (TAP) The following terms govern the Threat Analytics Platform Subscription, including purchase and support of TAP Cloud CollectorTm Appliances and Support. 1. TAP Software, Alerts 1.1.1 TAP Software and Hardware. As part of the TAP Subscription, FireEye may deliver to Customer one or more software files (individually and collectively, "TAP Software"), and/or one or more "Cloud Collector" hardware appliances ("Cloud Collector Appliances"), which may contain TAP Software. Subject to full payment of all Fees associated with the TAP Subscription, FireEye grants to Customer a non-exclusive, limited right and license to install and run the TAP Software during the Subscription Term solely for purposes of using the TAP Subscription in accordance with the Documentation for the TAP Subscription. 1.1.2 Access; Customer Logs. FireEye will provide Customer with credentials to enable access to the TAP Subscription. Using the TAP Software, and subject to payment of Fees for the TAP Subscription and any Cloud Collector Appliances, Customer may upload Customer Logs to the TAP portal ("TAP Portal"). "Customer Logs" means any communications, logs and other content and information that Customer or anyone using Customer's account contributes to or through the TAP Portal. Customer grants to FireEye a perpetual, irrevocable, worldwide, paid -up, non-exclusive license and right to reproduce, modify, create derivative works from, publish, distribute, sell, sub -license, transmit, publicly display and provide access to Customer Logs, for purposes of enhancing FireEye's products and services, so long as (i) FireEye ensures that any Customer Confidential Information is removed from Customer Logs, and (ii) FireEye's use of Customer Logs does not in any way identify Customer or its employees or in any other way allow a third party to identify Customer as the source of the Customer Logs. Customer Logs are Customer's property, and other than the licenses granted in herein, FireEye does not obtain any ownership rights in Customer Logs. 1.1.3 TAP Alerts. Some features of the TAP Subscription may generate alerts of suspected malicious activity (each, a "TAP Alert"). TAP Alerts are FireEye Materials. FireEye hereby grants to Customer a limited, non-exclusive right to use TAP Alerts, and reproduce and distribute those TAP Alerts internally for Customer's own business purposes. 1.1.4 Cloud Collector Management. If Customer has installed Cloud Collectors in connection with the TAP Subscription, then FireEye will continuously monitor the Customer's Cloud Collector Appliances or Cloud Collector TAP Software for system health issues such as monitoring to ensure proper throughput and relay of data. 1.1.5 Cloud Collector Appliances. If the Customer has purchased Cloud Collector Appliances, then during the TAP Subscription Term, FireEye will replace any defective Cloud Collector Appliances as follows: a) Prior to any return, Customer shall verify that the Cloud Collector Appliance at issue is defective by logging a Support request via one of the mechanisms provided in the Documentation and in accordance with FireEye's RMA procedures, including providing the part number, serial number, quantity and reason for return, an explanation of all failure symptoms and other relevant information. b) Upon confirmation by FireEye of a defect, Customer shall obtain from FireEye an RMA number. FireEye shall ship via a recognized express courier service a replacement Cloud Collector Appliance to Customer to arrive no later than next business day after FireEye's issuance of an RMA number, provided the RMA number was issued prior to the business day cutoff time local to the defective Cloud Collector Appliance, provided the replacement does not require any custom pre -configuration, and provided no external-to- FireEye circumstances prevent the delivery. The replacement Cloud Collector Appliance may be a new or reconditioned Cloud Collector Appliance (of equivalent or better quality) at FireEye's sole discretion. c) FireEye shall pay the shipping costs to ship the replacement Cloud Collector Appliance to Customer, but Customer shall bear any and all risk of loss of or damage to said Cloud Collector Appliance at all times after said Cloud Collector Appliance is made available by FireEye to the common carrier. Confidential FireEye Rev. 8/2016 Page 25 Agreement No. 7434 d) Within five (5) business days after Customer receives the replacement Cloud Collector Appliance from FireEye, Customer shall package the defective Cloud Collector Appliance in its original packing material or equivalent, write the RMA number on the outside of the package and return the defective Cloud Collector Appliance, at FireEye's cost (provided Customer utilizes FireEye's designated courier service and properly packages the defective Cloud Collector Appliance according to FireEye's instructions), shipped properly insured, FOB FireEye's designated facility. Customer shall enclose with the returned Cloud Collector Appliance the applicable RMA form, and any other documentation or information requested by FireEye customer support. Customer shall assume any and all risk of loss of or damage to such Cloud Collector Appliance during shipping. Title to the defective Cloud Collector Appliance shall pass to FireEye upon FireEye's receipt thereof. e) When a replacement Cloud Collector Appliance is provided and Customer fails to return the defective Cloud Collector Appliance to FireEye within ten (10) business days after Customer receives the replacement Cloud Collector Appliance from FireEye, FireEye may charge Customer, and Customer shall pay for the replacement Cloud Collector Appliance at the then -current list price. 2. Event Volume; True -Up 2.1.1 Fees for the TAP Subscription are divided into "Tiers" based on the volume of events processed through the TAP Subscription per second ("Event Volume"). If at any point during the Subscription Term, Customer's Event Volume exceeds the Tier upon which Customer's TAP Subscription Fees were based, FireEye will not guarantee that Customer Logs in excess of the purchased Tier will be ingested and processed by the TAP Subscription. In times of Event Volume in excess of the paid Tier, Customer Logs will enter a queue. Excessive queueing may cause Customer Logs to be lost from the queue. If at any point during the Subscription Term, Customer's average Event Volume for any consecutive thirty -day period exceeds the Tier upon which Customer's TAP Subscription Fees were based, FireEye may issue a true -up invoice for the pro -rated difference between the Fees already paid for that Subscription Term and FireEye's list prices for the Fees for the Tier associated with Customer's actual Event Volume for that thirty -day period, pro -rated to reflect that thirty -day period and the remainder of the Subscription Term. FireEye will apply any discounts that were applied to initial Fees to FireEye's list prices for any true -up invoice. Until such time that the True Up invoice is paid in full, the TAP Subscription will continue to ingest and process only the Event Volume of the purchased Tier, allowing any excess Customer Logs to enter queueing conditions. The Tier for any Renewal Subscription Term will be the Tier associated with the actual Event Volume for the immediately preceding Subscription Term. 2.1.2 At the end of the Initial Subscription Term and each Renewal Subscription Term, FireEye may true -up Fees for that Subscription Term, and if the average monthly Event Volume for that Subscription Term exceeds the maximum Event Volume for the Tier for which Customer previously paid Fees, then (a) FireEye will issue a true -up invoice reflecting the difference between the Fees already paid for that Subscription Term and the Fees for the Tier associated with Customer's actual Event Volume. 3. TAP Portal Availability 3.1 FireEye shall undertake commercially reasonable efforts to ensure the TAP Portal availability for 99.9% of the time during each calendar month. 3.1.1 "Service Outage" is where the TAP Portal is not available due to a failure or a disruption in TAP Portal that is not the result of Scheduled Maintenance, Emergency Maintenance, a force majeure event or of the act or omission of Customer. 3.1.2 "Scheduled Maintenance Period" is the period during which weekly scheduled maintenance of the TAP Portal may be performed, or a maintenance window otherwise mutually agreed upon by FireEye and Customer. 3.1.3 "Emergency Maintenance" means any time outside of Scheduled Maintenance that FireEye is required to apply critical patches or fixes or undertake other urgent maintenance. If Emergency Maintenance is required, FireEye will contact Customer and provide the expected time frame of the Emergency Maintenance and availability of the TAP Portal during the Emergency Maintenance. Confidential FireEye Rev. 8/2016 Page 26 Agreement No. 7434 3.1.4 "System Availability" means the percentage of total time during which the TAP Portal shall be available to Customer, excluding the Scheduled Maintenance Period, Emergency Maintenance, force majeure events, or acts or omissions of the Customer that cause system downtime. 3.2. Remedy 3.2.1 In the event that the TAP Portal does not meet the monthly service availability defined in 6.1, FireEye will provide a credit to the Customer in accordance to the table below ("Credit") for a validated SLA Claim (defined below). Percent of TAP Portal Availabiliper Calendar Month Service Credit <99.9% 2% <99.0% 5% <98.0% 10% 3.2.2 For determining the Credit, the duration of a Service Outage will be measured as the time starting when Customer experiences unavailability of the TAP Portal and ending when a successful solution or workaround allowing for full restoration of the TAP Portal is provided by FireEye to Customer. Customer must notify FireEye in writing of any Service Outage no later than fifteen (15) days after the date the Service Outage occurred ("SLA Claim") to be entitled to a Credit for that Service Outage. 3.2.3 Any Credits earned by Customer hereunder will be applied to the Subscription Fees owed by Customer for the next Subscription Term for which the Credit applies. If Credits cannot be applied to future Subscription Fees because the Subscription Term has terminated for non -renewal or for a material uncured breach by Customer, such credits shall become null and void. If Credits cannot be applied to future Subscription Fees because the Subscription Term has terminated due to a material uncured breach by FireEye, FireEye will promptly pay Customer the amount of the Credit. 3.2.4 Customer shall not be entitled to receive a Credit that exceeds 10% of its prorated monthly Subscription Fee for a Service Outage for the applicable calendar month. 4. FireEye Intelligence CenterTm (FICTM), Community Threat IntelligenceTm (CTITM). During the Subscription Term, FireEye will provide access to the FireEye Intelligence Center (FIC), which includes the Community Threat Intelligence (CTI) platform, subject to the following: i. Permitted Use; Reports. Customer may view and use FIC and content appearing on FIC ("FIC Content") solely for internal use. Some features of FIC may allow Customer to generate a report (each, a "FIC Report"). FIC Reports and FIC Content are FireEye Materials. Subject to Customer's payment obligations, FireEye grants to Customer a limited, non-(xclusive right to produce FIC Reports and FIC Content using FIC, and reproduce and distribute those FIC Reports and FIC Content intemally for Customer's own business purposes. ii. Additional Use Limitations. Customer may appoint up to fifteen (15) users of FIC at any time. Each day, all users on Customer's account may collectively make up to (A) one hundred (100)queries of IP addresses and domain names, and (ii) one hundred (100) queries of malware. Customer may request additional queries, to be evaluated by FireEye on a case by case basis. iii. User Content. "User Content" means any communications, images, sounds, and all the material and information that Customer or anyone using Customer's account contributes to or through FIC including any contributions to or through the CTI platform (e.g., comments to FIC Content, suspected malware that Customer uploads to FIC). Customer hereby grants FireEye a perpetual, irrevocable, worldwide, paid -up, non-exclusive, license, including the right to sublicense to third parties, and right to reproduce, fix, adapt, modify, translate, reformat, create derivative works from, publish, distribute, sell, license, transmit, publicly display, publicly perform, or provide access to electronically, broadcast, display, perform, and use and practice such User Content as well as all modified and derivative works thereof. Customer represents that Customer has all necessary rights to grant the license referenced in the preceding sentence. FireEye may use and disclose any of the information it collects about its customers' use of FIC, including the CTI platform, to the extent such information is de -identified. Confidential FireEye Rev. 8/2016 Page 27 Agreement No. 7434 iv. Restrictions. Customer may not access FIC by any means other than through the interface that is provided or approved by FireEye. Customer will not collect any information from or through FIC using any automated means, including without limitation any script, spider, "screen scraping," or "database scraping" application, and Customerwill not damage, disable, overburden, or impair FIC or interfere with any other party's use and enjoyment of FIC. v. Customer acknowledges that some optional features and content appearing on FIC may require payment of additional fees. Confidential FireEye Rev. 8/2016 Page 28 Agreement No. 7434 EXHIBIT B-4 SUBSCRIPTION TERMS FOR FIREEYE EMAIL THREAT PREVENTION (ETP) and MOBILE THREAT PREVENTION (MTP) The following terms govern the Email Threat Prevention Subscription and Mobile Threat Prevention Subscription.. 1. Definitions. "Cloud Subscription" means the online, web -based applications and platform which is made accessible to Customer by FireEye via a designated website, which includes the associated offline Software components to be used in connection with FireEye Mobile Threat Prevention and/or FireEye Email Threat Prevention. FireEye Mobile Threat Prevention ("MTP") and FireEye Email Threat Prevention ("ETP") are separate Cloud Subscriptions and usage is conditional on what the Customer has indicated on an Order. "Customer Data" means data, information, applications, and any other items originated by Customer that Customer submits to the Cloud Subscription. "Customer Representatives" means any employee or contractor of Customer or Mobile Device Manager to whom Customer provides access to the Cloud Subscriptions (or any component thereof, including Software) for use on behalf of and for the benefit of the Customer and for Customer's internal business purposes, subject to all the terms and conditions of this Agreement. "Licensed Device" means (i) with respect to MTP, the registered devices that Customer may have at any time that are registered to the Cloud Subscription; which maximum number shall be based on the subscription fees paid by Customer and identified on the relevant purchase order from Customer as approved and invoiced by FireEye; and (ii) with respect to ETP, the number of email inboxes Customer may have at any time that are registered to the Cloud Subscription; which maximum number shall be based on the subscription fees paid by Customer and identified on the relevant purchase order from Customer as approved and invoiced by FireEye. For the avoidance of doubt, with respect to MTP, "registered devices" are those devices which have loaded device Software and which have been registered to the Cloud Subscription and which have not been retired (meaning unregistered). "Mobile Device Manager" shall mean a third party who has been engaged by the Customer to provide security services for Licensed Devices for the benefit of Customer. Where indicated as such, the Mobile Device Manager shall be a subset of the definition of the Customer Representatives solely as applicable to MTP. "Software" means the object code version of FireEye's proprietary computer programs delivered to Customer hereunder for use in connection with the Cloud Subscriptions, including collectively and individually the device - side software used on devices registered to the Cloud Subscription ("Device Software") and any connector software and/or any other server -side software (collectively the "Premise Software") , each which are delivered to Customer hereunder for use in connection with the Cloud Subscriptions, and any Documentation, backup copies and updates, upgrades, maintenance releases, bug fixes to any of the forgoing provided to Customer hereunder. 2. Right of Access and Use. During the Subscription Term, and subject to the terms of this Agreement, FireEye grants to Customer a non-exclusive right to (a) permit those Customer Representatives authorized by Customer to access and use the Cloud Subscriptions on Customer's behalf in compliance with the terms of this Agreement, and (b) to install, copy and use Premise Software in connection with Cloud Subscriptions in accordance with the Agreement and this Exhibit, but solely on systems and hardware owned or controlled or otherwise managed by Customer on behalf of and for the benefit of Customer, (c) to install, copy and use Device Software in connection with Cloud Subscriptions in accordance with the Documentation, but solely on devices used by Customer Representatives on behalf of and for the benefit of Customer. Notwithstanding anything else herein, the number of devices Customer and/or Customer Representatives may register to the Cloud Subscriptions may not exceed the number of Licensed Devices. Notwithstanding anything to the contrary herein, if Customer is using the Cloud Subscriptions for evaluation purposes then such Customer usage is solely for internal testing and evaluation and the Subscription Term shall not exceed fifteen (15) days unless otherwise mutually agreed upon in a signed Evaluation License Agreement. Confidential FireEye Rev. 8/2016 Page 29 Agreement No. 7434 3. Restrictions. Except as otherwise expressly permitted under this Agreement, Customer agrees that it shall not, nor shall it permit any third party to, (a) use the Cloud Subscriptions (or any portion thereof) in excess of or beyond the Subscription Term, the Licensed Device quantity, and/or other restrictions/limitations described in this Agreement; use the Cloud Subscriptions to store or transmit infringing, libelous, or otherwise unlawful or tortious material, or to store or transmit material in violation of third -party privacy or other rights; (d) interfere with or disrupt the integrity or performance of the Cloud Subscriptions or third -party data contained therein; (e) use the Software on equipment or devices which are not specified in the Documentation; (f) Cloud Subscription specific to ETP Cloud Subscriptions, Customer shall route email through a commercially available secure email gateway for anti-spam scanning prior to relay through the FireEye network. No rights or licenses are granted other than as expressly and unambiguously set forth herein. Customer access and usage for the Cloud Subscriptions is limited to the MTP or ETP Subscription that has been paid or are being evaluated by the Customer. 4. Updates, Malware Detection Content and Support Services. Updates and malware detection content and/or support services are not necessarily provided with the Software or Subscriptions, and may require additional payment or include additional terms and conditions. However, to the extent that an update to the Software and/or malware detection content is provided, such update/content shall be deemed "Software" provided subject to this Agreement. If malware detection content/support services are provided, FireEye reserves the right to change the scope or duration of such services at anytime, and to access, freely use and distribute data collected from Customer through such services. If such services are made available, Customer may be required to pay fees or other charges for use or access to some or all such services, which fees and terms will be specified in the invoice or order form for such service. 5. Device Count Increases; Reporting; Invoice. If the number of devices that Customer or Customer Representatives have registered to the Cloud Subscription ("Actual Device Count") exceeds Customer's then current Licensed Device count or if Customer wishes to increase the Licensed Device count, then Customer shall notify FireEye (or the applicable FireEye Partner) and submit an Order for the incremental Subscription Fees due, and upon receipt of such Order, the Licensed Device count shall be amended to reflect this change. Upon written request, Customer will provide FireEye a report identifying (i) the Actual Devices; (ii) the copies of and location of the Premise Software maintained; and (iii) any other information reasonably requested by FireEye at the time as it relates to the use of the Cloud Subscription to determine compliance with the terms of this Agreement. FireEye and/or its Authorized Resellers may invoice Customer if it learns of any shortfalls, i.e. that the Licensed Device Count is below the Actual Device count. The fees charged to Customer for increases in License Device counts will be based on the then -current Subscription Term pricing. 6. Cloud Subscription Availability 6.1 FireEye shall undertake commercially reasonable efforts to ensure the Cloud Subscription availability for 99.9% of the time during each calendar month. 6.1.1 "Service Outage" is where the Customer is not receiving Cloud Subscription due to a failure or a disruption in the Cloud Subscriptions and is not the result of Scheduled Maintenance, Emergency Maintenance, a force majeure event or of the act or omission of Customer. 6.1.2 "Scheduled Maintenance Period" is the period during which weekly scheduled maintenance of the Cloud Subscriptions may be performed, or a maintenance window otherwise mutually agreed upon by FireEye and Customer. 6.1.3 "Emergency Maintenance" means any time outside of Scheduled Maintenance that FireEye is required to apply critical patches or fixes or undertake other urgent maintenance. If Emergency Maintenance is required, FireEye will contact Customer and provide the expected time frame of the Emergency Maintenance and availability of the Cloud Subscriptions during the Emergency Maintenance. 6.1.4 "System Availability" means the percentage of total time during which the Cloud Subscriptions shall be available to Customer, excluding the Scheduled Maintenance Period, Emergency Maintenance, force majeure events, or acts or omissions of the Customer that cause system downtime. Confidential FireEye Rev. 8/2016 Page 30 Agreement No. 7434 6.2. Remedy 6.2.1 In the event that the Cloud Subscription does not meet the monthly service availability defined in 6.1, FreEye will provide a credit to the Customer in accordance to the table below ("Credit") for a validated SLA Claim (defined below). 6.2.2 For determining the Credit, the duration of a Service Outage will be measured as the time starting when there is a disruption in Cloud Subscription and ending when a successful solution or workaround allowing for full restoration of the Cloud Subscriptions is provided by FreEye to Customer. Customer must notify FreEye in writing of any Service Outage no later than fifteen (15) days after the date the Service Outage occurred ("SLA Claim") to be entitled to a Credit for that Service Outage. 6.2.3 Any Credits earned by Customer hereunder will be applied to the Subscription Fees owed by Customer for the next Subscription Term for which the Credit applies. If Credits cannot be applied to future Subscription Fees because the Subscription Term has terminated for non -renewal or for a material uncured breach by Customer, such credits shall become null and void. If Credits cannot be applied to future Subscription Fees because the Subscription Term has terminated due to a material uncured breach by FreEye, FreEye will promptly pay Customer the amount of the Credit. 6.2.4 Customer shall not be entitled to receive a Credit that exceeds 100" of its prorated monthly Subscription Fee for a Service Outage for the applicable calendar month. Confidential FreEye Rev. 8/2016 Page 31 Agreement No. 7434 EXHIBIT B-5 SUBSCRIPTION TERMS FOR FIREEYE ADVANCED THREAT INTELLIGENCE PLUS (ATI+) The following terms govern the Advanced Threat Intelligence Plus (ATI+) Subscription. The ATI+ Subscription comprises two features: Continuous Monitoring ("CM" or "Continuous Monitoring") and the FireEye Intelligence Centerrm (FICTM) ("FIC"). Continuous Monitoring The Continuous Monitoring portion of the Subscription is purchased in connection with one or more FireEye Products, and includes the following during the Subscription Term for the specific Products for which Continuous Monitoring was purchased (some Products may not be eligible for CM): (a) Critical Event Notification. For Customers who have purchased the FireEye NX, FX, HX or EX Product, MVX Smart Grid with Network Smart node product combination, or the ETP or TAP Subscription, FireEye will provide Customer with proactive notifications of events FireEye determines to be critical that are logged by the Products ("Alerts"). FireEye will also provide Customer with access to a detailed description of the Alert. Alerts are not proof of vulnerability, threats or attacks on Customer. (b) System Health Monitoring and Notification. For Customers who have purchased the FireEye NX, EX, FX, HX AX or FX Product, or MVX Smart Grid w/Network Smart node combination (hardware only), FireEye will provide Customerwith proactive notifications of serious system health issues related to the hardware for Products covered by Continuous Monitoring. Customers will also be provided with metrics on critical event notifications and, for purchased hardware, the status of monitored hardware parameters. (c) Portal Access. Alerts and critical event notifications from Continuous Monitoring will be provided via an online portal, and FireEye will provide login credentials to the Customer to enable access to that portal. (d) Continuity of Monitoring. The monitoring activities described in (a)-(c) above will be provided on a 24/7 basis. (f) Reseller and Partner Purchases. If Customer receives the Subscription via a FireEye Partner, Customer agrees that the Subscription may be delivered to Customer through the Partner. Notwithstanding any other confidentiality obligations between the parties, Customer authorizes FireEye to disclose information related to the Subscription to the Partner. (g) Exclusions. Notwithstanding anything else contained in this Agreement to the contrary, FireEye shall have no obligation or responsibility to provide the Subscription for (i) Products for which Customer does not have an active Subscription in place; (ii) Products that the Customer (or FireEye or another third party on Customer's behalf) has configured with a one-way feed of FireEye's Dynamic Threat Intelligence subscription; (iii) Products with an installed FireEye operating system less than version 6.2; (iv) Products that are end of life; (v) Products that have no active support service in place; (vi) Products for which software updates have not been applied; or (vii) Products that have not been installed and deployed. 2. FireEye Intelligence Center TM (FICTM), Community Threat Intelligence TM (CTITM) FireEye will provide the FIC portion of the Subscription, which includes the Community Threat Intelligence (CTI) platform, during the Subscription Term, as set forth below: 2.1 Permitted Use; Reports. Customer may view and use FIC and content appearing on FIC ("FIC Content") solely for internal use. Some features of FIC may allow Customer to generate a report (each, a "FIC Report"). FIC Reports and FIC Content are FireEye Materials. Subject to Customer's payment obligations, FireEye grants to Customer a limited, non-exclusive right to produce FIC Reports and FIC Content using FIC, and reproduce and distribute those FIC Reports and FIC Content internally for Customer's own business purposes. Confidential FireEye Rev. 8/2016 Page 32 Agreement No. 7434 2.2 Additional Use Limitations. Customer may appoint up to fifteen (15) users of FIC at any time. Each day, all users on Customer's account may collectively make up to (i) one hundred (100) queries of IP addresses and domain names, and (ii) one hundred (100) queries of malware per day. Customer may request additional queries, to be evaluated by FireEye on a case by case basis. 2.3 User Content. "User Content" means any communications, images, sounds, and all the material and information that Customer or anyone using Customer's account contributes to or through FIC including any contributions to or through the CTI platform. Customer hereby grants FireEye a perpetual, irrevocable, worldwide, paid -up, non-exclusive, license, including the right to sublicense to third parties, and right to reproduce, fix, adapt, modify, translate, reformat, create derivative works from, publish, distribute, sell, license, transmit, publicly display, publicly perform, or provide access to electronically, broadcast, display, perform, and use and practice such User Content as well as all modified and derivative works thereof. Customer represents that Customer has all necessary rights to grant the license referenced in the preceding sentence. FireEye may use and disclose any of the information it collects about its customers' use of FIC, including the CTI platform to the extent such information is de -identified. 2.4 Restrictions. Customer may not access FIC by any means other than through the interface that is provided or approved by FireEye. Customer will not collect any information from or through FIC using any automated means, including without limitation any script, spider, "screen scraping," or "database scraping" application, and Customer will not damage, disable, overburden, or impair FIC or interfere with any other party's use and enjoyment of FIC. Customer acknowledges that some optional features and content appearing on FIC may require payment of additional fees. Confidential FireEye Rev. 8/2016 Page 33 Agreement No. 7434 EXHIBIT B-6 SUBSCRIPTION TERMS FOR FIREEYE INTELLIGENCE CENTERT- (FICT-) (INCLUDING COMMUNITY THREAT INTELLIGENCEW (CTITM)) The following terms govern the FireEye Intelligence CenterTm (FICTM) Subscription, which includes access to the Community Threat IntelligenceTM (CTITM) platform. 1. During the Subscription Term, FireEye will provide access to the FireEye Intelligence Center (FIC), which includes the Community Threat Intelligence (CTI) platform, subject to the following: i. Permitted Use; Reports. Customer may view and use FIC and content appearing on FIC ("FIC Content") solely for internal use. Some features of FIC may allow Customer to generate a report (each, a "FIC Report"). FIC Reports and FIC Content are FireEye Materials. Subject to Customer's payment obligations, FireEye grants to Customer a limited, non-exclusive right to produce FIC Reports and FIC Content using FIC, and reproduce and distribute those FIC Reports and FIC Content internally for Customer's own business purposes. ii. Additional Use Limitations. Customer may appoint up to fifteen (15) users of FIC at any time. Each day, all users on Customer's account may collectively make up to (A) one hundred (100)queries of IP addresses and domain names, and (ii) one hundred (100) queries of malware. Customer may request additional queries, to be evaluated by FireEye on a case by case basis. iii. User Content. "User Content" means any communications, images, sounds, and all the material and information that Customer or anyone using Customer's account contributes to or through FIC including any contributions to or through the CTI platform (e.g., comments to FIC Content, suspected malware that Customer uploads to FIC). Customer hereby grants FireEye a perpetual, irrevocable, worldwide, paid -up, non-exclusive, license, including the right to sublicense to third parties, and right to reproduce, fix, adapt, modify, translate, reformat, create derivative works from, publish, distribute, sell, license, transmit, publicly display, publicly perform, or provide access to electronically, broadcast, display, perform, and use and practice such User Content as well as all modified and derivative works thereof. Customer represents that Customer has all necessary rights to grant the license referenced in the preceding sentence. FireEye may use and disclose any of the information it collects about its customers' use of FIC, including the CTI platform, to the extent such information is de -identified. iv. Restrictions. Customer may not access FIC by any means otherthan through the interface that is provided or approved by FireEye. Customer will not collect any information from or through FIC using any automated means, including without limitation any script, spider, "screen scraping," or "database scraping" application, and Customer will not damage, disable, overburden, or impair FIC or interfere with any other party's use and enjoyment of FIC. v. Customer acknowledges that some optional features and content appearing on FIC may require payment of additional fees. Confidential FireEye Rev. 8/2016 Page 34 Agreement No. 7434 EXHIBIT B-7 SUBSCRIPTION TERMS FOR FIREEYE iSIGHT INTELLIGENCE The following terms govern the FireEye iSIGHT Intelligence Subscription ("iSIGHT" or "iSIGHT Subscription"). FireEye will provide the iSIGHT Subscription purchased by the Customer, as shown on the Order. 1. Definitions. 1.1 "Access Method(s)" or "Access Methods" means the MySIGHT Portal ("MySIGHT"), Software Development �it ("SDK"), Application Programming Interface ("API"), Browser Plugin, iSIGHT App for Splunk, or any other method provided by FireEye for Customer to access the iSIGHT Subscription, individually or collectively. All Access Methods are FireEye Material as defined in the Agreement. 1.2 "Application" is a software program the Customer creates, or causes to have created on its behalf, that is designed to access the Content, which includes the features of the SDK/API but adds significant functionality beyond that provided by the SDK/API. 1.3 "Application Programming Interface" or "API" means the latest version of the iSIGHT Application Programming Interface software made generally available by iSIGHT, with its developer's guide and other related material (available at http://www.isightpartners.com). 1.4 "Browser Plugin" means the iSIGHT Browser Plugin which a Customer may install on Google Chrome and/or other commercially available and supported browsers that allows the Customer to access and view the Content when licensed to do so. The Browser Plugin displays the iSIGHT logo and links to MySIGHT. The Browser Plugin includes the latest version of the Browser Plugin software, its documentation and any html embedded code. 1.5 "Content" means the cyber threat intelligence data and any reports, threat indicators, trends, events, information, documentation or functionality provided in connection with the iSIGHT Subscription. All Content is FireEye Material as defined in the Agreement. 1.6 "End User" means the Customer or the Customer's employees, as applicable. 1.7 "Software Development Kit" or "SDK" shall mean the latest publicly -available version of the iSIGHT Software Development Kit and any associated documentation, tools, libraries, technical notes, software code, or other materials. 1.8 "iSIGHT App for Splunk" means the application provided by FireEye, which a Customer may install on Splunk, that allows the Customer to access and view the Content in accordance with this Agreement. The iSIGHT App for Splunk includes the latest version of the iSIGHT App for Splunk software, its documentation and any html embedded code. 1.9 "iSIGHT Subscription" includes but is not limited to, Cyber Crime, Cyber Espionage, Critical Infrastructure, Enterprise, Hacktivism, Vulnerability and Exploitation, MySIGHT Portal, Global Response, Analyst Access, iSIGHT SDK, iSIGHT API, iSIGHT Research Reports, or the current offering(s) as listed on the iSIGHT website, and as purchased by the Customer as shown on the Order. 2. License; Access to iSIGHT Subscription and Content.. 2.1. Grant of Limited License. During the Subscription Term, FireEye grants to Customer in strict accordance with the terms of this Agreement, a limited, worldwide, revocable, non-exclusive, non -transferable, non - assignable, non-sublicensable royalty -free right and license to: (a) use MySIGHT, the iSIGHT Subscription, and any Content provided by FireEye for internal use only. The ISIGHT Subscription can be used by End Users who have a valid "need to know" within Customer's organization, typically defined as a person or group that has a direct role in securing information system or networks. FireEye agrees to provide support for the [SIGHT Subscription in accordance with Section 3 below ("Subscription Support" or "Support"). Confidential FireEye Rev. 8/2016 Page 35 Agreement No. 7434 (b) use the API to search, display, and otherwise access the Content. The API can be used to develop, display, or integrate applications, scripts, tools or workflows that interoperate with iSIGHT Subscriptions for the Customer's internal use. FireEye agrees to provide Support for the latest version of the API in accordance with Section 3 below. (c) download, install and use the Software Development Kit ("SDK") to design, develop and test an Application(s), for the Customer's internal use only, for the purpose of customizing access to the Content. The Customer may modify the source code versions of sample files, if any, included with the SDK for the purpose of creating Customer's Application(s), and may make a reasonable number of copies of the SDK as necessary to develop Customer's Application(s), provided that Customer must reproduce complete copies of the SDK, including without limitation all "read me" files, copyright notices, and other legal notices and terms. FireEye agrees to provide Support for the ISIGHT SDK in accordance with Section 3 below. (d) use the Browser Plugin to search, display and otherwise access the Content for the Customer's internal use only. Customer may install and use one copy of the Browser Plugin on a single computer per license. FireEye agrees to provide Support for the latest version of the Browser Plugin in accordance with Section 3 below (e) use the ]SIGHT App for Splunk to search, display and otherwise access the Content for the Customer's internal use only. Customer may install and use one copy of the ISIGHT App for Splunk on a single computer per license. FireEye agrees to provide Support for the latest version of the [SIGHT App for Splunk in accordance with Section 3 below. 2.2. Access Keys. Use of the Access Methods and access to the ISIGHT Subscription and the Content by Customer's End Users is provided through access keys or login credentials. Access keys in association with the Access Methods and ISIGHT Subscription shall be kept in confidence by Customer and Customer's End Users. Access keys will be issued to individual End Users by FireEye in accordance with each particular Access Method's parameters and will not be shared between End Users. Customer may not establish group accounts. Any unauthorized disclosure or dissemination of access keys by Customer or End Users shall be deemed a material breach of this Agreement. Customer shall inform FireEye of any data breach concerning login credentials in a timely manner. FireEye reserves the right to change, suspend, remove, or disable Customer's access keys to the Access Methods, ISIGHT Subscription , and Content upon notice if a material breach is suspected and not rectified upon notification. 2.3. Latest Version. The license granted to Customer under this Agreement is for the current version of the Access Methods. FireEye may release future versions of the Access Methods as determined in the sole discretion of FireEye. Nothing in this Agreement is a commitment to Customer of compatibility between the existing Access Methods and any future versions of the Access Methods. FireEye reserves the right to discontinue offering particular Access Methods (or any updates thereto) or to modify the Access Methods at any time in its sole discretion. 2.4. Multiple Copies. Customer may receive software for an Access Method in more than one medium and/or in multiple copies. The Customer's license rights are in accordance with the Order regardless of the number of copies received. 2.5. Additional Licenses. Customer may purchase additional licenses for the Browser Plugin for its authorized End Users through the Chrome Web Store. Customer may purchase additional licenses for the ISIGHT App for Splunk for its authorized End Users through Splunk. Additional licenses for the Browser Plugin and ISIGHT App for Splunk may be purchased and will be valid for the current Subscription Term as provided in the Order. 2.6. Customer Application. The Customer may allow Customer's employees to access and use the SDK/API on Customer's behalf to design an Application. The Customer may not rent, lease, sell, transfer, sublicense or time-share the Customer's Application to any third -party without the express consent of FireEye. Customer shall retain all right, title or interest in the Application and as such, Customer agrees to indemnify and hold harmless FireEye for any claims of infringement made against FireEye in connection with any Application. The Customer's Application(s) must perform in accordance with the terms of this Agreement and must ensure the security and confidentiality of FireEye's Confidential Information. Customer assumes full responsibility for any breach of Confidential FireEye Rev. 8/2016 Page 36 Agreement No. 7434 security caused by Customer's Application(s) in connection with the Content, API, SDK, and specifically to any unauthorized disclosure of any FireEye Materials or FireEye Confidential Information. 2.7. Content Modifications. Customer may access the Content from the MySIGHT Portal, via email, SMS, HTML, API, any other Access Methods as officially distributed by FireEye or an FireEye sanctioned third -party integration. FireEye reserves the right to modify, amend, augment, reduce or alter the Content's format, or Access Methods, or mode of retrieval of the Content, that in the sole judgment of FireEye is in its customers' best interests. Customer will be entitled to retrieve the Content with any updates, modifications, additions or changes in the Content. These changes may require Customer to upgrade its systems, hardware or software and FireEye will not be responsible for the costs of any such changes. 2.8. Prohibited Usage. Customer must comply with any Intellectual Property rights asserted in any materials contained in the Content. The following conduct and usage restrictions apply during Customer's download, installation, and use of the Content and/or Access Methods, and survive termination of the Agreement or Subscription Term. Customer and its authorized End Users may not: a. rent, lease, lend, sell, redistribute or sublicense any part of the ISIGHT Subscription or Access Methods to any other party; b. share the ISIGHT Subscription , Access Methods, Content or Confidential Information with any third -parties, except as expressly authorized in advance by this Agreement or by FireEye in writing; C. use the ISIGHT Subscription or Access Methods in the operation of a service or in any way to provide services to any third -party; d. create derivative works for external distribution or use based upon the Content; e. create apps, extensions, or other products and services that use Content except as set forth herein; f. display, post, frame, or scrape the Content, except as allowed under this Agreement; g. use the Access Methods for any other purpose than to access the ISIGHT Subscription and the Content; h. use the Access Methods for any illegal or unauthorized purpose to promote or provide instructional information about illegal activities or to promote stalking, physical harm or injury against any group or individual, or any use that violates the rights of privacy and publicity of others; i. create, place, or disseminate any materials or other items that are inappropriate, defamatory, obscene, pornographic, harassing, threatening, abusive, hateful or otherwise offensive, or is unlawful (including any content that infringes any patent, trademark, service mark, copyright, trade secret or other proprietary right of any third -party without appropriate permissions); j. transmit any viruses, worms, defects, Trojan horses, time -bombs, malware, spyware, or any other computer code of a destructive or interruptive nature in connection with use of the Access Methods; k. use the Access Methods in connection with or to promote any products, services, or materials that constitute, promote or are used primarily for the purpose of dealing in spyware, adware, or other malicious programs or code, counterfeit goods, unsolicited mass distribution of email ("spam"), hacking, surveillance, interception, descrambling equipment, stolen products and items used for theft; I. create any Application that exposes or provides functionality of the Access Methods to any third party; M. interfere, restrict or inhibit any other customer from using the Access Methods or Content or disrupt any services offered by FireEye through any medium; n. attempt to exceed or exceed the usage limits established by FireEye for the Customer (http://www.isightportners.com/doc/sdk-bp-docs/#/rate limiting). 2.9. Restrictions. FireEye expressly reserves the right to limit the number and/or frequency of requests for Content made through the Access Methods in its sole discretion in line with technical design and performance standards as documented in the publicly available developers guide. FireEye may limit the number of network calls that any Application may make via the Access Methods, the maximum file size, or the maximum amount of [SIGHT material that may be accessed. FireEye may change such usage limitations at any time and without notice. In addition to any other rights under this Agreement, FireEye may utilize technical measures to prevent over -usage or to stop usage of any Access Methods or any Application after any usage limitations are exceeded. The most current API/SDK documentation and developers guide can be found at http://www.isightportners.com/doc/sdk-bp-docs/#/, and these documents detail the current rates and capabilities of the API. 2.10. Customer recognizes and agrees that certain information and data that will be provided by Customer to FireEye pursuant to the ISIGHT Subscription is not owned by Customer and is not Confidential Information of Confidential FireEye Rev. 8/2016 Page 37 Agreement No. 7434 Customer. Malware submitted by Customer to FireEye for analysis under ISIGHT Global Response, and other information submitted by Customer to FireEye that is not unique to and/or developed by Customer (collectively "Submissions") shall not be considered Confidential Information or Intellectual Property of the Customer. FireEye may use the Submissions, aggregate the Submissions with submissions from other FireEye customers as well as original research and analysis, and share that aggregated intelligence with Customer and with other FireEye customers to enhance the services FireEye provides to its customers, l sreEye will anonymize all Submissions prior to distribution, and will not identify the source of any Submission without written permission in each case. 3. Service Levels. 3.1. Service Call and Subscription Support FireEye maintains a service desk in order to assist its customers with issues, trouble or general questions concerning use of the FireEye ISIGHT Products. Customer may initiate a service call as follows: FireEye Service Desk servi :edesk isirjht �or1'ners.coni, Primary, escalation and off -hours contacts Service Desk Hours 24 x 7 Service Call Response Time 4 hours for initial response ("Response Time Standard") (confirmation of receipt is immediate through an automated ticketing system) ISIGHT API General information regarding ISIGHT API which can be accessed at htt www.isi tit ariners,corri doc d i2.0 does tf Existing Clients - Contact your assigned Intelligent Account Manager at: client mentisi h 112arl r com Other resources Prospective Clients - (all other Subscription Support issues) Contact your assigned Sales Engineer at: s le -en irie(-rin O_ii ht c rtnerns. ~orri Partners, Resellers, Referrals - Contact partners program representative at: rfners01si ht artners.com FireEye will catalog and evaluate all bugs or software issues as they are reported. Such issues will be prioritized based on variables such as customer impact, security impact, etc. and will be scheduled for release accordingly. When applicable, FireEye will notify Customer of urgent patches or bug fixes. Support Services do not include custom programming services, on -site support, or other services including installation of hardware or software, or training. 3.2. Maintenance and Updates (a) When feasible and appropriate, FireEye will provide Customer prior notification about major releases at least two weeks in advance via communication from FireEye representatives. (b) Scheduled system maintenance will be performed during the targeted times of 01:00 - 07:00 UTC on Thursdays and 12:00 - 19:00 UTC on Sundays. Prior notification will be provided in the event of any impact to customer facing applications. (c) Emergency maintenance notifications will be provided by FireEye as early as possible but with a goal of six (6) hours' prior notice provided. Further, FireEye will strive to minimize the impact of any maintenance on any critical system during standard business hours around the globe. Confidential FireEye Rev. 8/2016 Page 38 Agreement No. 7434 3.3. Subscription Availability (a) The FireEye [SIGHT API will have at least 99% system uptime ("API Uptime Standard"). (b) The iSIGHT MySIGHT Portal will have at least a 99% system uptime ("Portal Uptime Standard"). (c) FireEye realizes that a failure to meet the Response Time Standard, API Uptime Standard and the Portal Uptime Standard (collectively, the "Service Level Standards") could have an adverse impact to Customer. If FireEye fails to meet any of the Service Level Standards ("Service Level Failure"), FireEye will: (i) promptly investigate and report on the root cause of the problem; (ii) advise Customer of the remedial efforts being undertaken with respect to this failure to meet the Service Level Standards; (iii) use commercially reasonable efforts to correct the problem and begin meeting the Service Level Standards; and (iv) take appropriate preventative measures designed to ensure that the problem does not recur. Confidential FireEye Rev. 8/2016 Page 39 Agreement No. 7434 EXHIBIT C FIREEYE SUPPORT SERVICES APPLICABLE FOR FIREEYE PRODUCTS 1. SUPPORT PURCHASED SEPARATELY FROM THE PRODUCTS. In the event Customer has purchased the Products and pass -through Support Services from FireEye through a FireEye authorized reseller (a "Resellel"), Customer will be entitled to all the rights herein set forth related to the level of Support Service requested and paid for by it, provided Customer: (a) is the original purchaser of the covered Products, (b) has provided true, accurate, current and complete information to FireEye included with its purchase; and (c) has maintained and updated this information to keep it true, accurate, current, and complete. 2. SUPPORT SERVICES PROVIDED BY FIREEYE. FireEye offers a range of programs for the support of its Products as described below ("Support Programs"). Customer shall be entitled to receive the Support Services specified on the applicable support invoice and described below to the extent that Customer has paid in full the applicable Fees for Support Services. 2.1 Software Maintenance Services - include each of the following: Software Updates. During the Support Term , FireEye shall provide Customer notification of bug fixes, maintenance patches and new releases which may contain minor enhancements to the features or functions of the Product ("Updates"). FireEye may designate a particular release of the Product as an Update at its sole discretion. Customer may obtain Updates either through delivery of a machine-readable copy pursuant to instructions contained in the document notifying Customer of an available Update or by downloading the Update from FireEye's server via the Internet. FireEye reserves the right to impose additional charges for releases of Products (i) that provide major enhancements to the features or functions of the Products, as determined by FireEye at its sole discretion; or, (ii) that provide additional features or perform additional functions not provided or performed by the Products. Software Error Corrections. During the Support Term, FireEye shall use commercially reasonable efforts to correct any reproducible programming error in the software associated with the Product attributable to FireEye, employing a level of effort commensurate with the severity of the error, provided, however, that FireEye shall have no obligation to correct all errors in the Products. Upon identification of any programming error, Customer shall notify FireEye of such error in writing and shall provide FireEye with enough information to locate and reproduce the error. FireEye shall not be responsible for correcting any errors not attributable to FireEye. Errors attributable to FireEye shall be those that are reproducible by FireEye on unmodified Products. If it is found that a particular error is fixed in the most current Product release, then FireEye shall have no obligation to fix the error in any prior Product release and Customer will need to upgrade to the current Product release in order to obtain the fix. 2.2 Su2port Programs (a) Platinum Support includes all of the services set forth above under Software Maintenance Service (section 2.1) and additionally: • Email, Live Chat, Web or Telephone Support. During the Support Term, FireEye shall provide Customer technical email, live chat, web or telephone support for the Products twenty-four (24) hours per day, 365 days a year. FireEye's support technician shall only be obligated to respond to Customer's fifteen (15) designated contacts. • FireEye shall use commercially reasonable efforts to respond to the request for support as detailed in the Initial Response Times table found at https://www.fireeye.com/support/programs.html regarding use or installation of the Product that is communicated to FireEye via one of the mechanisms above to the attention of FireEye's support engineers. • Product Return. During the term of this Agreement, Customer shall have the right to return to FireEye any defective Product subject to the limited warranty. Additionally, FireEye will fulfill the following Advance Return provisions below. Confidential FireEye Rev. 8/2016 Page 40 Agreement No. 7434 Advance Replacement. Prior to any return as to which Advance Replacement applies, Customer shall verify that said Product is defective by logging a Support request via one of the mechanisms described above and in accordance with FireEye's RMA procedures, including providing the part number, serial number, quantity and reason for return, an explanation of all failure symptoms and other relevant information. Upon confirmation by FireEye of a defect, Customer shall obtain from FireEye an RMA number. FireEye shall ship via a recognized express courier service a replacement Product to Customer to arrive no later than next business day after FireEye's issuance of an RMA number, provided the RMA number was issued prior to the business day cutoff time local to the defective Product, provided the replacement does not require any custom pre -configuration, and provided no external-to-FireEye circumstances prevent the delivery. The replacement Product may be a new or reconditioned Product (of equivalent or better quality) at FireEye's sole discretion. FireEye shall pay the shipping costs to ship the replacement Product to Customer, but Customer shall bear any and all risk of loss of or damage to said Product at all times after said Product is made available by FireEye to the common carrier. The support service will transfer from the defective Product to the replacement Product. Within five (5) business days after Customer receives the replacement Product from FireEye, Customer shall package said defective Product in its original packing material or equivalent, write the RMA number on the outside of the package and return said defective Product, at FireEye's cost provided Customer utilizes FireEye's designated courier service and properly packages the defective Product according to FireEye's instructions, shipped properly insured, FOB FireEye's designated facility (except that FireEye shall pay for shipping). Customer shall enclose with the returned Product the applicable RMA form, and any other documentation or information requested by FireEye customer support. Customer shall assume any and all risk of loss of or damage to such Product during shipping. Title to the defective Product shall pass to FireEye upon FireEye's receipt thereof. When a replacement Product is provided and Customer fails to return the defective Product to FireEye within ten (10) business days after Customer receives the replacement Product from FireEye, FireEye may charge Customer, and Customer shall pay for the replacement Product at the then -current list price. (b) Platinum Priority Plus Support iincludes all of the services set forth above under Platinum Support [section 2.2(a)] and additionally: • Access to Support. Customer will be provided with direct priority access to Level 2 Advanced Engineering support who shall respond to Customer's unlimited number of designated contacts. A Designated Support Engineer (DSE) point of contact, who is available during Customer's business hours (for single Customer site if Product(s) installed at multiple Customer sites), will be made available to be the focal point of contact within FireEye, to project manage Customer's technical issues. • Onsite Support. Onsite visits for problem assistance at DSE's sole discretion. • Reporting. FireEye will supply Customer with monthly reports detailing technical support provided during the previous month. Quarterly business reviews will also be conducted. (c) Government Support, if available, includes all of the services set forth above under Platinum Support [section 2.2(a)] and additionally: • Email, Live Chat, Web or Telephone Support. For the specified country, access to citizens of that country for the fulfillment of Level 1 and 2 technical support requests. (d) Government Priority Plus Support includes all of the services set forth above under Government Support [section 2.2(c)] and additionally: • Access to Support. Customer will be provided with direct priority access to Level 2 Advanced Engineering support who are citizens of that country and shall respond to Customer's unlimited number of designated contacts. A Designated Support Engineer (DSE) point of contact who is a citizen of that country and available during Customer's business hours (for single Customer site if Product(s) installed at multiple Customer sites), will be made available to be the focal point of contact within FireEye, to project manage Customer's technical issues. • Onsite Support. Onsite visits for problem assistance at DSE's sole discretion. • Reporting. FireEye will supply Customer with monthly reports detailing technical support provided during the previous month. Quarterly business reviews will also be scheduled. Confidential FireEye Rev. 8/2016 Page 41 Agreement No. 7434 (e) Special Services. FireEye agrees to use commercially reasonable efforts to respond to any requests by Customer for support services not specifically provided for above. Customer acknowledges that all such services provided by FireEye shall be at FireEye's discretion and then -current fees and policies. 3. CUSTOMER RESPONSIBILITIES. 3.1 Reguesting Support Services. When requesting Support Services from FireEye under this Agreement, Customershould have the following information available to provide to FireEye, if requested: (1) detailed problem description, including operating system ("OS") version, Product model and serial number(s), of the affected Product, and a detailed description of the troubleshooting that has already been done to try to resolve the problem; (ii) detailed system log files; (iii) configuration and login details to allow FireEye access as needed to the Products via the Internet for the purpose of providing support services and permissions needed in order for FireEye to conduct such remote access; (iv) a detailed description of changes to the environment; and (v) Customer's unique ID, Account ID, the serial number(s) of the Product(s) covered by this Agreement or other unique customer identifier as assigned to Customer by FireEye. Customer acknowledges and agrees that failure to have any or all information or access available as needed by FireEye in order to provide the Support Services may result in delays in FireEye's response, may hinder FireEye's ability to perform the Support Services and/or may cause incorrect Support Program fulfillment. FireEye will not be responsible for any such delays and inability to perform due to causes not due to FireEye. 3.2 Customer Assistance. Customer agrees to: (i) ensure that their site complies with any and all applicable FireEye published system environmental specifications; (ii) follow FireEye's procedures when requesting Support Services; (iii) provide FireEye reasonable access to all necessary personnel to answer questions or resolve problems reported by Customer regarding the Products; (iv) promptly implement all Updates and error corrections provided by FireEye under this Agreement; (v) maintain FireEye supported versions of required third party software, if any; and (v) notify FireEye promptly of any relocation of the Products from the location to which the Products were originally shipped. Customer agrees to use reasonable efforts to resolve internally any support questions prior to requesting Support Services pursuant to this Agreement. During the Support Term, FireEye may obtain information regarding Customer's email communication and Customer agrees that, as a condition to FireEye's provision of Support Services, FireEye may use statistical data generated regarding Customer's email correspondence with customer support so long as the source or content of the emails is not being disclosed. 3.3 Contact People. Customer shall appoint the specified number of individuals (depending upon the Support Program purchased) within Customer's organization to serve as contacts between Customer and FireEye and to receive support through FireEye's telephone support center. Customer's contacts shall have been adequately trained on the Products and shall have sufficient technical expertise, training and experience. All of Customer's support inquiries shall be initiated through these contacts. 4. EXCLUSIONS. Notwithstanding anything else contained in this Agreement to the contrary, FireEye shall have no obligation or responsibility to provide any Support Services relating to problems arising out of or related to (i) Customer's failure to implement all Updates to the Product which are made available to Customer under this Agreement; (ii) the failure to provide a suitable installation environment; (iii) any alteration, modification, enhancement or addition to the Products performed by parties other than FireEye; (iv) use of the Products in a manner, or for a purpose, for which they were not designed; (v) accident, abuse, neglect, unauthorized repair, inadequate maintenance or misuse of the Products; or relocation of the Products (including without limitation damage caused by use of other than FireEye shipping containers), (vi) operation of the Products outside of environmental specifications; (vii) interconnection of the Products with other products not supplied by FireEye; (viii) use of the Products on any systems other than the specified hardware platform for such Products; or (ix) introduction of data into any database used by the Products by any means other than the use of the software associated with the Products. Notwithstanding anything else contained in this Agreement to the contrary, FireEye will support all generally available ("GA") versions of the FireEye OS, for a minimum of one (1) year from GA release date, regardless of the number of supported OS GA versions. FireEye will also support the two (2) most current OS GA versions, regardless of the elapsed time from GA release date. If available, and at FireEye's sole discretion, support for any other OS versions or for other problems not covered under this Agreement may be obtained at FireEye's then -current fees and policies for such services. FireEye's complete end of life policy can be found at LLtt www Frqye.com/sur.) on su orfedrodiact,.html LAPSED SUPPORT AND UPGRADED SUPPORT, Confidential FireEye Rev. 8/2016 Page 42 Agreement No. 7434 5.1 Lapsed Support. After any lapse of Support Services, the parties subsequently may elect to reinstate such Support Services for Products for which the Support Services lapsed pursuant to the terms and conditions set forth in this Agreement; provided, however, that (i) Customer agrees to pay for the period of time that has lapsed as well as any renewal term, and (ii) such Products must be in good working condition, as solely determined by FireEye or its designee. 5.2 Support Program Upgrade. At any time during the Term, Customer may upgrade to FireEye's next level of Support Program by (i) notifying FireEye of Customer's desire to upgrade; (ii) acknowledging in writing the then - current terms and conditions for the relevant Support Program; and (iii) paying FireEye the additional Support Fee owed in connection with such upgraded Support Program. Confidential FireEye Rev. 8/2016 Page 43 Agreement No. 7434 Exhibit A Product Passthrough Terms — Google Apps for Work (for Customers) Customer has entered into a certain written agreement (the "Agreement") pursuant to which Customer has purchased the right to access and use the Product. These Product Passthrough Terms set forth the terms and conditions under which Customer may access and use such Product. 1. Product. 1.1 Facilities and Data Trnsfer. All facilities used to store and process Customer Data will adhereto reasonable security standards no less protective than the security standards at facilities where Provider stores and processes its own information of a similar type. Provider has implemented at least industry standard systems and procedures to ensure the security and confidentiality of Customer Data, protect against anticipated threats or hazards to the security or integrity of Customer Data, and protectagainst unauthorized access to or use of Customer Data. As part of providing the Product, Provider maytransfer, store and process Customer Data in the United States or any other country in which Provider or its agents maintain facilities. By using the Product, Customer consents to this transfer, processing and storage of Customer Data. 1.2 Modifications. a. To the Product. Provider may make commercially reasonable changes to the Product, from timeto time. If Provider makes a material change to the Product, Customer may be informed of such change, provided that Customer has subscribed with Provider to be informed about such change. b. To URL Terms. Provider may make commercially reasonable changes to the URL Terms from timeto time. If Provider makes a material change to the URL Terms, Customer may be informed of such change through the Notification Email Address or via the Admin Console. If the change has amaterial adverse impact on Customer and Customer does not agree to the change, Customer must so notify Partner or Provider via the Help Center within thirty days after receiving notice of the change. Upon such notification, Customer will remain governed by the URL Terms in effect immediately prior to the change until the end of the then -current term for the affected Product. If the affected Product is renewed, they will be renewed under Provider's then current URL Terms. 1.3 Customer Domain Name Ownershrig. Prior to providing the Product, Provider or Partner may verify that Customer owns or controls the Customer Domain Names. If Customer does not own, or control, the Customer Domain Names, then Provider will have no obligation to provide Customer with the Product. 1.4 Federal Information Security Mana ement Act FISMA The Provider's Product known as "GoogleApps Core Services" received a FISMA "Authorization to Operate" for a Moderate impact system. Providerwill continue to maintain a System Security Plan (SSP) for the Google Apps Core Services, based on NIST 800- 53 Rev. 3, or a similarly applicable standard. If Provider does not maintain this SSP as stated, Customer's sole and exclusive remedy, and Provider's entire liability, will be Customer's ability to terminate use of the Product upon thirty days prior written notice. 2. CustompLObfictgfions. 2.1 Compliance. Customer will use the Product in accordance with the Acceptable Use Policy. Provider may make new applications, features or functionality for the Product available from time to time, the use of which may be contingent upon Customer's agreement to additional terms. In addition, Provider will makeother Non-Google Apps Products (beyond the Product) available to Customer and its End Users in accordance with the Non-Google Apps Product Terms and the applicable product -specific Provider terms of service. If Customer does not desire to enable any of the Non-Google Apps Products, Customer can enable or disable them at any time through the Admin Console. 2.2 Customer Administration of the Product. Customer may specify one or more Administrators through the Admin Console who will have the rights to access Admin Account(s) and to administer the End User Accounts. Customer and Partner are responsible for: (a) maintaining the confidentiality of the password and Admin Account(s); (b) designating those individuals who are authorized to access the Admin Account(s); and (c) ensuring that all activities that occur in connection with the Admin Account(s) comply with these v9/23/2015 Agreement No. 7434 Product Passthrough Terms. Customer agrees that Provider's responsibilities do not extend to the internal management or administration of the Product for Customer and that Provider is merely adata-processor. 2.3 End User Consent. Customer's Administrators may have the ability to access, monitor, use, or disclose data available to End Users within the End User Accounts. Customer will obtain and maintain all required consents from End Users to allow: (i) Customer's access, monitoring, use and disclosure of this data and Provider providing Customer with the ability to do so, and (ii) Provider to provide the Product. 2.4 Unauthorized Use. Customer will use commercially reasonable efforts to prevent unauthorized use of the Product, and to terminate any unauthorized use. Customer or Reseller will promptly notify Provider of any unauthorized use of, or access to, the Product of which it becomes aware. 2.5 Restrictions on!U e. Unless Provider specifically agrees in writing, Customer will not, and will use commercially reasonable efforts to make sure a third party does not: (a) sell, resell, lease, or the functional equivalent, the Product to a third party (unless expressly authorized in these Product Pasthrough Terms); (b) attempt to reverse engineer the Product or any component; (c) attempt to create a substitute orsimilar service through use of, or access to, the Product; (d) use the Product for High Risk Activities; or (e) usethe Product to store or transfer any Customer Data that is controlled for export under Export Control Laws. Customer is solely responsible for any applicable compliance with HIPAA. 2.6 Third PaLty Requests. Customer is responsible for responding to Third Party Requests. Provider will, tothe extent allowed by law and by the terms of the Third Party Request: (a) promptly notify Customer of its receipt of a Third Party Request; (b) comply with Customer's reasonable requests regarding its efforts to oppose a Third Party Request; and (c) provide Customer with the information or tools required for Customer to respond to the Third Party Request. Customer will first seek to obtain the information required to respond to the Third Party Request on its own, and will contact Provider only if it cannot reasonably obtain such information. 3. Technical Support Services. 3.1 E' Customer. Customer or Partner will, at its own expense, respond to questions and complaints from End Users or third parties relating to Customer's or End Users' use of the Product. Customer or Partner will use commercially reasonable efforts to resolve support issues before escalating them to Provider. 3.2 By Provider. If Customer or Partner cannot resolve a support issue consistent with the above, then Customer or Partner (as applicable based on the agreement between Provider and Partner) may escalate the issue to Provider in accordance with the TSS Guidelines. Provider will provide TSS to Customeror Partner (as applicable) in accordance with the TSS Guidelines. 4. -Sus ension. 4.1 Of End User Accounts by Provider'. If Provider becomes aware of an End User's violation of these Product Passthrough Terms, then Provider may specifically request that Customer Suspend the applicable End User Account. If Customer fails to comply with Provider's request to Suspend an End User Account, then Provider may do so. The duration of any Suspension by Provider will be until the applicable End User has cured the breach which caused the Suspension. 4.2 Emerge gy Sec, . Notwithstanding the foregoing, if there is an Emergency Security Issue, then Provider may automatically Suspend the offending use. Suspension will be to the minimum extent and of the minimum duration required to prevent or terminate the Emergency Security Issue. If Provider Suspends an End User Account for any reason without prior notice to Customer, at Customer's request, Providerwill provide Customer the reason for the Suspension as soon as is reasonably possible. 5. Confidential information. 5.1 Oblloations. Customer and Provider will: (a) protect the other's Confidential Information with the same standard of care it uses to protect its own Confidential Information; and (b) not disclose the Confidential Information, except to Affiliates, employees and agents who need to know it and who have agreed in writing to keep it confidential. Customer and Provider (and any Affiliates, employees and agents to whom ithas disclosed Confidential Information) may use Confidential Information only to exercise rights and fulfill its obligations under these Product Passthrough Terms, while using reasonable care to protect it. Customer v9/23/2015 Agreement No. 7434 and Provider, respectively, will be responsible for any actions of its Affiliates, employees and agents in violation of this Section. 5.2 Exceptions. Confidential Information does not include information that: (a) the recipient of the Confidential Information already knew; (b) becomes public through no fault of the recipient; (c) was independently developed by the recipient; or (d) was rightfully given to the recipient by a third party. 5.3 Rouired_Disclosure. Customer and Provider may disclose the other's Confidential Information when required by law but only after it, if legally permissible: (a) uses commercially reasonable efforts to notify the other; and (b) gives the other the chance to challenge the disclosure. 6.1 Intellectual Prooerty Rights. Except as expressly set forth herein, these Product Passthrough Terms does not grant either Customer or Provider any rights, implied or otherwise, to the other's content or any of the other's intellectual property. As between the Customer and Provider, Customer owns all Intellectual Property Rights in Customer Data, and Provider owns all Intellectual Property Rights in the Product. 6.2 Display of Brand Features. Provider may display those Customer Brand Features authorized byCustomer (such authorization is provided by Customer uploading its Brand Features into the Product), and within designated areas of the Service Pages. Customer may specify the nature of this use using the Admin Console. Provider may also display Provider Brand Features on the Service Pages to indicate thatthe Product are provided by Provider. Neither party may display or use the other party's Brand Features beyond what is allowed in these Product Passthrough Terms without the other's prior written consent. 6.3 Brand Features Limitation. Any use of Brand Features will inure to the benefit of the entity holding Intellectual Property Rights in those Brand Features. Any right to use its Brand Features pursuant to these Product Passthrough Terms may be revoked at any time with written notice to the other and a reasonable period to stop the use. 7. Publlici . Customer agrees that Provider may include Customer's name or Brand Features in a list of Provider customers, online or in promotional materials. Customer also agrees that Provider may verbally reference Customer as a customer of the Provider's Product that is the subject of these Product Passthrough Terms. 8. Representations Warranties and Disclaimers. 8.1 1�entattons and Warranties. Customer and Provider represent that each will comply with all laws and regulations applicable to its provision, or use, of the Product, as applicable (including applicable security breach notification law). Provider warrants that it will provide the Product in accordance with the applicable S LA. 8.2 Disclaimers. TO THE FULLEST EXTENT PERMITTED BY APPLICABLE LAW, EXCEPT AS EXPRESSLY PROVIDED FOR HEREIN, NEITHER PARTY MAKES ANY OTHER WARRANTY OF ANY KIND, WHETHER EXPRESS, IMPLIED, STATUTORY OR OTHERWISE, INCLUDING WITHOUT LIMITATION WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR USE AND NONINFRINGEMENT, PROVIDER MAKES NO REPRESENTATIONS ABOUT ANY CONTENT OR INFORMATION MADE ACCESSIBLE BY OR THROUGH THE PRODUCT. CUSTOMER ACKNOWLEDGES THAT THE PRODUCT IS NOT A TELEPHONY SERVICE AND THAT THE PRODUCT IS NOT CAPABLE OF PLACING OR RECEIVING ANY CALLS, INCLUDING EMERGENCY PRODUCT CALLS, OVER PUBLICLY SWITCHED TELEPHONE NETWORKS. 9. Term and Termination. 9.1 Term. The term for the Product will be as decided upon between Partner and Customer. These Product Passthrough Terms will remain in effect for the Term. 9.2 'Termination for Breach. The Services may be suspended or terminated, if: (i) Customer is in material breach of these Product Passthrough Terms and fails to cure that breach within thirty days after receipt of written notice; (ii) Customer ceases its business operations or becomes subject to insolvency proceedings andthe proceedings are not dismissed within ninety days; or (iii) Customer is in material breach of these Product Passthrough Terms more than two times notwithstanding any cure of such breaches. v9/23/2015 Agreement No. 7434 9.3 'Effects of Termination. If Services are terminated, then: (i) the rights granted by Provider to Customer, and Customer to Provider will cease immediately (except as set forth in this Section); (ii) neither Customer nor Partner will have access to, or the ability to export, the Customer Data; (iii) Provider will begin todelete Customer Data; and (iv) upon request will promptly use commercially reasonable efforts to return or destroy all other Confidential Information of the other. 10. Miscellaneous. 10.1 Product Development. The Product was developed solely at private expense and is commercial computer software and related documentation within the meaning of the applicable civilian and militaryfederal acquisition regulations and any supplements thereto. 10.2 Force Maieure. Due to circumstances beyond Provider's controls, Provider may not be able to provide the Product. 10.3 No Waiver. Failure to enforce any provision of these Product Passthrough Terms will not constitute a waiver. 10.4 No Agency. These Product Passthrough Terms do not create any agency, partnership orjointventure. 10.5 No Third -Pact Beneficiaries. There are no third -party beneficiaries to these Product Passthrough Terms. Customer's sole remedies will be set forth in its agreement with the Partner. 10.6 Survival. The following sections will survive expiration or termination of these Product Passthrough Terms: Sections 5, 6, 9.3, 10 and 12. 10.7 Severability. If any term (or part of a term) of these Product Passthrough Terms is invalid, illegal, or unenforceable, the rest of these Product Passthrough Terms will remain in effect. 10.8 Conflicting Terms. If there is a conflict between any terms of these Product Passthrough Terms and any other document that makes up the entire agreement as needed for Customer to use the Product, the terms of these Product Passthrough Terms will take precedence. 11. Additional Product Terms. 11.1 Ads. Provider does not serve Ads in the Product or use Customer Data for Ads purposes. 11.2 Aliases. Customer is solely responsible for monitoring, responding to, and otherwise processing emails sent to the "abuse" and "postmaster" aliases for Customer Domain Names but Provider may monitor emails sent to these aliases for Customer Domain Names to allow Provider to identify Productabuse. 11.3 Google Apps_'Vault Retention. If Customer is using Google Apps Vault, Provider will have no obligation to retain any archived Customer Data beyond the retention period specified by Customer. If Customerdoes not renew Google Apps Vault, Provider will have no obligation to retain any archived CustomerData. 12. Definitions. "Acceptable Use Polic " means the acceptable use policy for the Product available at htt //www. ago le.com/alhpI2 rntt/en ladmins/tgse oll-cy htmt,. The Acceptable Use Policy and such URLlink may be updated or modified by Provider from time to time. "Admin Accountlsl" means the administrative account(s) provided to Customer for the purpose of administering the Product. The use of the Admin Account(s) requires a password, which Provider will provide to Customer or Partner. "Admin Console" means the online tool Customer may use in reporting and certain other administration functions. "Administrators" mean the Customer -designated technical personnel who administer the Product to End Users on Customer's behalf. v9/23/2015 Agreement No. 7434 "Ads" means online advertisements displayed by Provider to End Users, excluding advertisements provided by any advertising products that are not part of the Product that Customer chooses to use in connection with the Product. "Affiliate" means any entity that directly or indirectly controls, is controlled by, or is under common control with an entity. "Brand Features" means the trade names, trademarks, service marks, logos, domain names, and other distinctive brand features of each party, respectively, as secured from time totime. "Confidential Information" means information disclosed or exchanged under these Product Passthrough Terms that is marked as confidential or would normally be considered confidential under the circumstances. Customer Data is Customer's Confidential Information. "Customer Data" means data, including email, provided, generated, transmitted or displayed via the Product by Customer, End Users, or Partner on behalf of Customer. "Customer Domain Name's" mean the domain names owned or controlled by Customer, which will be used in connection with the Product. Emergency Security Issue" means either: (a) Customer's use of the Product in violation of the Acceptable Use Policy, which could disrupt: (i) the Product; (ii) other customers' use of the Product; or (iii) the Providernetwork or servers used to provide the Product; or (b) unauthorized third party access to the Product. "End Users" means the individuals Customer permits to use the Product "End User Account" means a Provider -hosted account established by Customer through the Product for an End User. "E_ wort Control Lawns" means all applicable export and reexport control laws and regulations, including trade and economic sanctions maintained by the Treasury Department's Office of Foreign Assets Control, and the International Traffic in Arms Regulations ("ITAR") maintained by the Department of State. "]gggale Apps Core cervices" means the applicable Product purchased by Customer from Partner which are more fully described here: 9Lttt?.118oa l�omla/help"into/en/user User features.litml. The GoogleApps Core Services and such URL link may be updated or modified by Provider from time to time. "Help Center' means the Provider help center accessible at http://www.onocl1e.corn1M . The Help Center and such URL link may be updated or modified by Provider from time totime. "H_ dghml isk Aptivides" means uses such as the operation of nuclear facilities, air traffic control, or life support systems, where the use or failure of the Product could lead to death, personal injury, or environmental damage. "HIPAA" means the Health Insurance Portability and Accountability Act of 1996, as may be amended fromtime to time, and any regulations issued thereunder. "Intellectual Properly Fights" means current and future worldwide rights under patent law, copyright law, trade secret law, trademark law, moral rights law, and other similarrights. "Non -Goo le A s Products" means Provider products which are not part of the Product, but which maybe accessed by End Users using their End User Account login and password. The Non-Google Apps Productsare set forth at the following URL: http,//www.goocjle.com)support/a/bin/answ ei ?ht=en answer=18186 . The Non-Google Apps Products and such URL link may be updated or modified by Provider from time totime. Non ,oala A Product T rm " means the terms found at the following URL: htt�k/www,.g2ggke.com/gp-gas/infl/en/terms/additional services ht 1. The Non-Google Apps Product Termsand such URL link may be updated or modified by Provider from time totime. "Notification Email Address" means the email address designated by Customer to receive email notifications from Provider. Customer may provide a Partner email address for this purpose if it so chooses. Customer may change this email address through the Admin Console. v9/23/2015 Agreement No. 7434 "Provider' means the third party provider of the Product. "Partner' means the entity Customer is paying to provide access to and use of the Product. "Service Pages' mean the web pages displaying the Product to End Users. "Product" means, as applicable, the Google Apps Core Services purchased from Partner. "SLA" means the Service Level Agreement located here for applicable Google Apps Core Services: http:l/www.google,gpM)agps/i`nti/eri/tgrmiLrtseller sla-html. The SLA and such URL link may be updatedor modified by Provider from time to time. "Suspend" means the immediate disabling of access to the Product, or components of the Product, as applicable, to prevent further use of the Product. "Term" means the term of these Product Passthrough Terms, which will continue for as long as Customeris receiving Product from Provider, unless terminated earlier pursuant to these Product Passthrough Terms, or pursuant to Customer's agreement with Partner. "Third Party' bequest" means a request from a third party for records relating to an End User's use of the Product. Third Party Requests can be a lawful search warrant, court order, subpoena, other valid legal order, or written consent from the End User permitting the disclosure. "TSS" means the technical support Product provided by Provider to the Administrators during the Term pursuant to the TSS Guidelines. "TSS Gurdlines" means Provider's technical support Product guidelines then in effect for the Product. TSS Guidelines are at the following URL: htt ° 'fwwuv.a oagle.corru/ /haloLintl/en/adr7 i /tss ,h rrrl. The TSSGuidelines and such URL link maybe updated or modified by Provider from time to time. "URL Terms" means the Acceptable Use Policy, the SLA and the TSS Guidelines. v9/23/2015 Agreement No. 7434 SALESFORCE Service Terms "AppExchange" means the online directory of on -demand applications that work with the Service, located at hv, tom://wwvvwWa sq cxch nggwc,c�in or at any successor websites. "Service" means the online, Web -based application provided by aaleslorce cotrt_(sometimes referred to as "SFDC") via ktkl ://www.salesforce.com _and/or other designated websites, including associated offline components but excluding AppExchange applications. "Third -Party Applications" means online, Web -based applications and offline software products that are provided by third parties, interoperate with the Service, and are identified as third -party applications, including but not limited to those listed on the AppExchange. "User Guide" means the online user guide for the Services, accessible via htt :lp ww sales force, coni .,as updated from time to time. "Users" means Your employees, representatives, consultants, contractors or agents who are authorized to use the Service and have been supplied user identifications and passwords by You (or by Salesforc.cttl, or Your reseller at Your request). "You" and "Your" means the customer entity which has contracted to purchase subscriptions to use the Service subject to the conditions of these SFDC Service Terms. "Your Data" means all electronic data or information submitted by You to the Service. (a) User subscriptions cannot be shared or used by more than one User (but may be reassigned from time to time to new Users who are replacing former Users who have terminated employment with You or otherwise changed job status or function and no longer require use of the Service). (b) You (i) are responsible for all activities occurring under Your User accounts; (ii) are responsible for the content of all Your Data; (iii) shall use commercially reasonable efforts to prevent unauthorized access to, or use of, the Service, and shall notify Your reseller or Salc forcc.com promptly of any such unauthorized use You become aware of, and (iv) shall comply with all applicable federal laws and regulations in using the Service. (c) You shall use the Service solely for Your internal business purposes and shall not: (i) license, sublicense, sell, resell, rent, lease, transfer, assign, distribute, time share or otherwise commercially exploit or make the Service available to any third party, other than to Users or as otherwise contemplated by these SFDC Service Terms; (ii) send spam or otherwise duplicative or unsolicited messages in violation of applicable laws; (iii) send or store infringing, obscene, threatening, libelous, or otherwise unlawful or tortious material, including material that is harmful to children or violates third party privacy rights; (iv) send or store viruses, worms, time bombs, Trojan horses and other harmful or malicious code, files, scripts, agents or programs; (v) interfere with or disrupt the integrity or performance of the Service or the data contained therein; or (vi) attempt to gain unauthorized access to the Service or its related systems or networks. Agreement No. 7434 (d) You shall not (i) modify, copy or create derivative works based on the Service; (ii) frame or mirror any content forming part of the Service, other than on Your own intranets or otherwise for its own internal business purposes; (iii) reverse engineer the Service; or (iv) access the Service in order to (A) build a competitive product or service, or (B) copy any ideas, features, functions or graphics of the Service. 2. Service Provision. Salesforce.com will use commercially reasonable efforts to make the Services available 24 hours a day, 7 days a week, except for: (a) planned downtime (of which SFDC shall give at least 8 hours notice via the Services and which SFDC shall schedule to the extent practicable during the weekend hours from 6:00 p.m. Pacific time Friday to 3:00 a.m. Pacific time Monday), or (b) any unavailability caused by circumstances beyond SFDC's reasonable control, including without limitation, acts of God, acts of government, flood, fire, earthquakes, civil unrest, acts of terror, strikes or other labor problems (other than those involving SFDC employees), or Internet service provider failures or delays. Salesforcew coin„_will provide the Services only in accordance with applicable laws and government regulations. 3. Any acquisition by You of third -party products or services, including but not limited to Third -Party Applications and implementation, customization and other consulting services, and any exchange of data between You and any third - party provider, is solely between You and the applicable third -party provider. al sforee�. c am_does not warrant or support third -party products or services, whether or not they are designated by Salesforce.com as "certified" or otherwise. No purchase of third -party products or services is required to use the Service as provided by Satesforcecom. 4. i w if You install or enable Third -Party Applications for use with the Service, You ackngwledge that aalesforce.golra ,may allow providers of those Third - Party Applications to access You Data as required for the interoperation of such Third Party Applications with the Service. Salesforce.co. __,shall not be responsible for any disclosure, modification or deletion of You Data resulting from any such access by Third -Party Application providers. The Service shall allow You to restrict such access by restricting Users from installing or enabling such Third -Party Applications for use with the Service. 5. Google Services. Service features that interoperate with Google services depend on the continuing availability of the Google application programming interface ("API") and program for use with the Service. If Google Inc. ceases to make the Google API or program available on reasonable terms for the Service, Salesforce.corn may cease providing such Service features without entitling You to any refund, credit, or other compensation. C. Eroarielary Higlits. Subject to the limited rights expressly granted hereunder, Salesl'orce.coni reserves all rights, title and interest in and to the Service, including all related intellectual property rights. The Service is deemed Salesforce.com confidential information, and You will not use it or disclose it to any third party except as permitted in these SFDC Service Terms and except as required by law, upon notice to Salesforce.com. 7. Your Data. As between Sal os'for ce.com and You, You exclusively own all rights, title and interest in and to all of Your Data. Your Data is deemed your confidential information, and Salesforce,com„w shall not access Your User accounts, including Your Data, except to respond to service or technical problems or at your request. 8. If either You or Salesforce.com is compelled by law to disclose confidential information of the other party, it shall provide the other party with prior notice of such Agreement No. 7434 compelled disclosure (to the extent legally permitted) and reasonable assistance, at the other party's cost, if the other party wishes to contest the disclosure. 9. Suggestions You agree that Salesfoacc coo shall have a royalty -free, worldwide, transferable, sublicenseable, irrevocable, perpetual license to use or incorporate into the Service any suggestions, enhancement requests, recommendations or other feedback provided by You or Your Users relating to the operation of the Service. 10. Fees. Contracted for fees for use of the Service represent a firm commitment and the number of User subscriptions contracted for cannot be reduced in the middle of a subscription term. 11. ,1crminalion.. The master contract governs your termination (FAR 52.212-4(1) & (m)) and cancellation rights with the contractor, and the contract requires continued performance while any disputes are resolved (FAR 52.233-1(i)). 12. Data Staragtyou are entitled to a cumulative amount of storage per User subscription for no additional charge as set forth in the User Guide for the Service subscription type purchased. You may purchase additional storage if necessary, and you may contact Your reseller for then -current rates listed in master contract price list. 13. Support. SFDC will provide You with basic support as described from time to time by SFDC at ww.salesf rf . orn. In the event that You have purchased an upgraded support package, then upgraded support contact information will be provided to You together with your initial account set up information. 14. No Warrant . SALESFORCE.COM MAKES NO WARRANTIES OF ANY KIND, WHETHER EXPRESS, IMPLIED, STATUTORY OR OTHERWISE REGARDING THE SERVICE AND/OR SUPPORT, AND SPECIFICALLY DISCLAIMS ALL IMPLIED WARRANTIES, INCLUDING ANY WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE, TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW. IN THE EVENT THAT YOUR AGREEMENT WITH YOUR RESELLER PROVIDES ANY WARRANTIES WITH RESPECT TO THE SERVICE AND/OR SUPPORT, SUCH WARRANTIES ARE SOLELY BETWEEN YOU AND YOUR RESELLER. This clause does not disclaim any warranties expressly provided in a contract with the U.S. Government." 15. No 1wiability, IN NO EVENT SHALL SAL ESFORCE OM HAVE ANY LIABILITY TO YOU OR ANY USER FOR ANY DAMAGES WHATSOVER, INCLUDING BUT NOT LIMITED TO DIRECT, INDIRECT, SPECIAL, INCIDENTAL, PUNITIVE, OR CONSEQUENTIAL DAMAGES, OR DAMAGES BASED ON LOST PROFITS, HOWEVER CAUSED AND, WHETHER IN CONTRACT, TORT OR UNDER ANY OTHER THEORY OF LIABILITY, WHETHER OR NOT EITHER YOU OR SAL*ESFORCI ,COM HAVE BEEN ADVISED OF THE POSSIBILI TY OF SUCH DAMAGES. This clause shall not impair the Agreement No. 7434 U.S. Government's right to recover for fraud or crimes arising out of or related to this Contract under any federal fraud statute, including the False Claims Act, 31 U.S.C. §§ 3729-3733. Furthermore, this clause shall not impair nor prejudice the U.S. Government's right to EXPRESS remedies provided in the Contract (i.e. clause 552.238- 72 — Price Reductions, clause 52.212-4(h) — Patent Indemnification, Liability for Injury or Damage (Section 3 of the Price List), and GSAR 552.215-72 — Price Adjustment — Failure to Provide Accurate Information). 16. Further Contact. Salestorce.com may contact you regarding new lesforcc.coni „service features and offerings. 17. TIjird EaLtX SFDC shall be a third parry beneficiary to the agreement between You and Reseller solely as it relates to these SFDC Service Terms. Agreement No. 7434 M V SOFTWARE LICENSE AND SUPPORT AGREEMENT General Terms and Conditions ("GTC") 1. DEFINITIONS. 1.1 "Add -on" means any development using SAP API's that adds new and independent functionality, but does not modify existing SAP functionality. 1.2 "Agreement" means these GTCs, any Order Form referencing these GTCs, and the Use Terms and Schedules referenced by these GTCs and/or such Order Forms. All such components are integral to the agreement, and collectively are referred to herein as the "Agreement". 1.3 "API" means SAP's application programming interfaces, as well as other SAP code that allow other software products to communicate with or call on SAP Software (for example, SAP Enterprise Services, BAPIs, Idocs, RFCs and ABAP or other user exits) provided under this Agreement. 1.4 "Affiliate" mean any legal entity in the Territory in which the Licensee, directly or indirectly, holds more than fifty percent (50%) of the shares or. voting rights. Any such legal entity shall be considered an Affiliate for only such time as such equity interest is maintained. 1.5 BuBness Partner" means a legal entity that requires access to the Software in connection with Licensee's internal business operations, such as customers, distributors and/or suppliers of Licensee. 1.6 "C o fia.1,12formation" means, with respect to SAP, all information which SAP protects against unrestricted disclosure to others, including but not limited to: (a) the Software and Documentation and other SAP Materials, including without limitation the following information regarding the Software: (i) computer software (object and source codes), programming techniques and programming concepts, methods of processing, system designs embodied in the Software; (ii) benchmark results, manuals, program listings, data structures, flow charts„ logic diagrams, functional specifications, file formats,; and (iii) discoveries, inventions, concepts, designs, flow charts, documentation, product specifications, application program interface specifications, techniques and processes relating to the; Software; (b) the research and development or investigations of SAP; (c) product offerings, content partners, product pricing, product availability, technical drawings, algorithms, processes, ideas, techniques, formulas, data, schematics, trade secrets, know-how, improvements, marketing plans, forecasts and strategies; and (d) any information about or concerning any third party (which information was provided to SAP subject to an applicable confidentiality obligation to such third party). With respect to Licensee, "Confidential Information" means all information which Licensee protects against unrestricted disclosure to others and which (i) if in tangible form, Licensee clearly identifies as confidential or proprietary at the time of disclosure; and (ii) if in intangible form (including disclosure made orally or visually), Licensee identifies as confidential at the time of disclosure, summarizes the Confidential Information in writing, and delivers such summary within thirty (30) calendar days of any such disclosure. 1.7 "Documentation" means SAP's documentation which is delivered or made available to Licensee with the Software under this Agreement. 1.8 means patents of any type, design rights, utility models or other similar invention rights, copyrights, mask work rights, trade secret or confidentiality rights, trademarks, trade names and service marks and any other intangible property rights, including applications and registrations for any of the foregoing, in any country, arising under statutory or common law or by contract and whether or not perfected, now existing or hereafter filed, issued, or acquired. 1.9 "Modification" means (i) a change to the delivered source code or metadata; or (ii) any development, other than a change to the delivered source code or metadata, that customizes, enhances, or changes existing functionality of the Software including, but not limited to, the creation of any new application program interfaces, alternative user interfaces or the extension of SAP data structures; or (iii) any other change to the Software (other than an Add -on) utilizing or incorporating any SAP Materials (defined below). 1.10 "llrcaq%;Itri,.l ervgc clatlpe" means the terms and conditions governing SAP's delivery of professional services, attached hereto and made a part hereof. 1.11 "SAP Materials" means any software, programs, tools, systems, data, or other materials made available by SAP to Licensee in the course of the performance under this Agreement including, but not limited to, the Software and Documentation, as well as any information, materials or feedback provided by Licensee to SAP relating to the Software and Documentation. 1.12 "SAP Support" means SAP's then -current SAP support offering specified in the applicable Order Forms and made available to Licensee as stated in the applicable SAP Support Schedule found at www,sLapc,om coma a yd9epal/irudex pxw,as of the effective date of the first Software Order Form issued under these GTCs. Such SAP Support Schedule is incorporated herein by reference. For the avoidance of doubt, such SAP Support Schedule shall apply to all Order Forms issued under these GTCs, unless otherwise agreed by the parties. SAP recommends Licensee prints a copy of the applicable SAP Support Schedule for Licensee's own records. 1.13 "Software" means (i) any and all software products licensed to Licensee under this Agreement as specified in Software Order Forms hereto, all as developed by or for SAP, SAP AG, Business Objects Software Limited and/or any of their affiliated companies and delivered to Licensee hereunder; (ii) any new releases thereof made available through unrestricted shipment pursuant to the respective support agreement and (iii) any complete or partial copies of any of the foregoing. 1.14 "software QrdIT r Form" means the order form for the Software and related SAP Support ordered by Licensee thereunder, including information on Software, SAP Support, fees, and other information necessary for the delivery of such items to Licensee. SAP Confidential SAP General Terms and Conditions enUS.v.5-2011 Agreement No. 7434 The Software Order Form does not include fees for professional services, which shall be billed under separate statements of work in accord with the Professional Services Schedule. 1.15 "Territory" means the world except for those countries prohibited by United States' export laws, and further subject to Section 12.4 of the GTC. 1.16 "Third Party SQ(r" means (i) any and all software products and content licensed to Licensee under this Agreement as specified in Software Order Forms hereto, all as developed by companies other than SAP, SAP AG, Business Objects Software Limited and/or any of their affiliated companies and delivered to Licensee hereunder; (ii) any new releases thereof made available through unrestricted shipment pursuant to the respective SAP Support Schedule and (iii) any complete or partial copies of any of the foregoing. 1.17 "Use" means to activate the processing capabilities of the Software, load, execute, access, employ the Software, or display information resulting from such capabilities. 1.18 "Use Terms" means, with regard to Software specified in a Software Order Form, the SAP Software Use Rights document current at the time of execution of such Software Order Form, copies of which are found at wAuw. . Q n crarip n lP ��d��..�.P and made a part hereof. Such SAP Software Use Rights documents are incorporated herein by reference. SAP recommends Licensee prints copies of the applicable SAP Software Use Rights documents for Licensee's own records 2. LICENSE GRANT. 2.1 License. 2.1.1 Subject to Licensee's compliance with all the terms and conditions of this Agreement, SAP grants to Licensee a non- exclusive, perpetual (except for subscription based or term licenses) license to Use the Software, Documentation, and other SAP Materials at specified site(s) within the Territory to run Licensee's and its Affiliates' internal business operations (including customer back-up and passive disaster recovery) and to provide internal training and testing for such internal business operations and as further set forth in the Software Order Form, unless terminated in accordance with Section 5 herein. This license does not permit Licensee (without being limited specifically to such restrictions) to: (i) use the SAP Materials to provide services to third parties (e.g., business process outsourcing, service bureau applications or third party training) other than to Affiliates (subject to Section 2.2); (ii) lease, loan, resell, sublicense or otherwise distribute the SAP Materials, other than distribution to Affiliates (subject to Section 2.2); (iii) make any Use of or perform any acts with respect to the SAP Materials other than as expressly permitted in accordance with the terms of this Agreement; or (iv) use Software components other than those specifically identified in the Software Order Form, even if it is also technically possible for Licensee to access other Software components. Business Partners may Use the Software only through screen access and solely in conjunction with Licensee's Use and may not Use the Software to run any of Business Partners' business operations. 2.1.2 Licensee agrees to install the Software only on information technology devices (e.g. hard disks or central processing units) identified by Licensee pursuant to this Agreement and that has been previously approved by SAP in writing or otherwise officially made known to the public as appropriate for Use or interoperation with the Software (the "Designated Unit"). Licensee must hold the required licenses as stated herein and in the applicable Order Forms, for any individuals that Use the Software, including employees or agents of Affiliates and Business Partners. Use may occur by way of an interface delivered with or as a part of the Software, a Licensee or third -party interface, or another intermediary system. 2.1.3 The terms and conditions of this Agreement relative to "Software" apply to Third Party Software except as otherwise stated in the Software Use Rights Schedule, a Schedule, an Order Form, or an Amendment. 2.2 Affiliate Use. Affiliates' Use of the Software, Documentation and other SAP Materials to run their internal business operations as permitted under Section 2.1.1 is subject to the following: (i) the Affiliate agrees to be bound by the terms herein in the form of Schedule A ("Affiliate Use Agreement") attached hereto; and (ii) a breach of such Affiliate Use Agreement by Affiliate shall be considered a breach by Licensee hereunder. If Licensee has an affiliate or subsidiary with a separate agreement for SAP software licenses and/or support services with SAP AG, any SAP AG affiliate (including SAP) or any other distributor of SAP software, the Software shall not be Used to run such affiliate's or subsidiary's business operations and such affiliate or subsidiary shall not receive any support services under this Agreement even if such separate agreement has expired or is terminated, unless otherwise agreed to in writing by the parties. 2.3 O am aurrir Servtic _a. With SAP's prior written consent, Licensee may permit services providers to access the Software solely for the purpose of providing facility, implementation, systems, application management or disaster recovery services to Licensee in connection with the business of Licensee for which the Software is herein licensed provided: (i) Licensee and such services provider execute a written agreement that includes provisions requiring such services provider's compliance with the terms of this Agreement prior to such access, including without limitation non -disclosure of SAP Confidential Information; (ii) Licensee shall hold the required licenses as stated in the Use Terms for all employees of such services provider authorized to access the Software; (iii) such services provider shall be permitted to Use the Software solely to install and configure the Software in accordance with the business of Licensee as set forth herein (or in the case of a disaster recovery vendor, to provide disaster recovery services only); (iv) under no circumstances may such services provider Use the Software to operate or provide processing services to Licensee or any other party, or in connection with such services provider's own business operations; (v) Licensee shall be responsible for any additional Software, migration tools, or third party software needed to effect such transition; and (vi) Licensee expressly agrees to indemnify SAP, its officers, employees, agents and subcontractors from and against all claims, liabilities, losses, damages and costs (including reasonable attorney fees) suffered by SAP arising from a breach by the services provider of the conditions of this Agreement. Upon SAP request, Licensee shall provide written confirmation to SAP that items (i)-(iv) are fulfilled. 3. VERIFICATION. SAP shall be permitted to audit (at least once annually and in accordance with SAP standard procedures, which may include on -site and/or remote audit) the usage of the SAP Materials. Licensee shall cooperate reasonably in the conduct of such audits. In the event an audit reveals that (i) Licensee underpaid license fees and/or SAP Support fees to SAP and/or (ii) that Licensee has Used the Software in excess of the license quantities or levels stated in the Software Order Form, Licensee shall pay such underpaid fees and/or for such excess usage based on SAP List of Prices and Conditions Software and Support governing use in effect at the time of the audit, and shall execute an additional Software Order Form in accordance with the terms of this Agreement SAP Confidential 2 SAP General Terms and Conditions enUS.v.5-2011 Agreement No. 7434 to affect the required licensing of any additional quantities or levels. Reasonable costs of SAP's audit shall be paid by Licensee if the audit results indicate usage in excess of the licensed quantities or levels. SAP reserves all rights at law and equity with respect to both Licensee's underpayment of License fees or SAP Support fees and usage in excess of the'license quantities orlevels. 4. .=...PA,y- !Y AND DELIVERY,. 4.1 Fees. Licensee shall pay to SAP license fees for the Software and fees for SAP Support on the terms in Software Order Forms hereto. Fees for consulting services will be paid as set forth in the Professional Services Schedule. Any fees not paid when due shall accrue interest at the rate of 18% (eighteen percent) per annum, but not to exceed the maximum amount as allowed bylaw. 4.2 Taxes. Fees and other charges described in this Agreement do not include federal, state or local sales, foreign withholding, use, property, excise, service, or similar transaction taxes ("Tax(es)") now or hereafter levied, all of which shall be for Licensee's account. Any applicable direct pay permits or valid tax-exempt certificates must be provided to SAP prior to the execution of this Agreement. If SAP is required to pay Taxes, Licensee shall reimburse SAP for such amounts. Licensee hereby agrees to indemnify SAP for any Taxes and related costs, interest and penalties paid or payable by SAP. 4.3 13Bivgr f the Softwuare_rrd SAP SupTaor. SAP will deliver the Software and SAP Support by making it available for electronic download through the SAP ServiceMarketplace (tt sctir.5ti,C47n ) to Licensee. Risk of loss passes at the time of such electronic delivery. Licensee agrees not to request any physical delivery of Software or SAP Support and should it occur that any such delivery will be rejected by Licensee. Licensee agrees and understands that the calculation of Taxes may be affected by the delivery method and delivery location of the Software and corresponding SAP Support. 5. TERM. 5.1. Term. This Agreement and the license granted hereunder shall become effective as of the date first set forth in the first Software Order Form issued under these GTCs, and shall continue in effect thereafter unless this Agreement is terminated upon the earliest to occur of the following: (i) thirty days after Licensee gives SAP written notice of Licensee's direction to terminate this Agreement, for any reason, but only after payment of all license and SAP Support fees then due and owing; (ii) thirty days after SAP gives Licensee notice of Licensee's material breach of any provision of the Agreement (other than Licensee's breach of its obligations under Sections 6, 10 or 11, which breach shall result in immediate termination), including more than thirty days delinquency in Licensee's payment of any money due hereunder, unless Licensee has cured such breach during such thirty day period; (iii) immediately if Licensee files for bankruptcy, becomes insolvent, or makes an assignment for the benefit of creditors. For the avoidance of any doubt, termination of the Agreement shall strictly apply to all licenses under the Agreement, its appendices, schedules, addenda and order documents and any partial termination of the Agreement by Licensee shall not be permitted in respect of any part of the Agreement, its appendices, schedules, addenda, orderdocuments. 5.2 End of Trrn DpUgt5. Upon any termination hereunder, Licensee and its Affiliates shall immediately cease Use of all SAP Materials and Confidential Information. Within thirty (30) days after any termination, Licensee shall irretrievably destroy or upon SAP's request deliver to SAP all copies of the SAP Materials and Confidential Information in every form, except to the extent it is legally required to keep it for a longer period in which case such return or destruction shall occur at the end of such period. Licensee must certify to SAP in writing that it has satisfied its obligations under this Section 5.2. Licensee agrees to certify in writing to SAP that it and each of its Affiliates has performed the foregoing. Sections 3, 4, 5.2, 6, 7.2, 8, 9, 10, 12.4, 12.5, 12.6 and 12.8 shall survive such termination. In the event of any termination hereunder, Licensee shall not be entitled to any refund of any payments made by Licensee. Termination shall not relieve Licensee from its obligation to pay fees that remain unpaid. TELLECIUAL P.R P JY RIGHT . 6.1 vqbJ�. The SAP Materials, and all Intellectual Property Rights embodied in the foregoing, shall be the sole and exclusive property of SAP, SAP AG (the parent company of SAP) or its or their licensors, subject to any rights expressly granted to Licensee in Section 2 and 6.3 herein. Except for the rights set forth in Section 6.3 herein, Licensee is not permitted to modify or otherwise make derivative works of the Software. Any such unauthorized works developed by Licensee, and any Intellectual Property Rights embodied therein, shall be the sole and exclusive property of SAP or SAP AG. 6.2 Protection of Rights. Licensee shall not copy, translate, disassemble, or decompile, nor create or attempt to create the source code from the object code of the Software in any manner. Reverse engineering of the Software and other SAP Materials is prohibited. Licensee is permitted to back up data in accordance with good information technology practice and for this purpose to create the necessary backup copies of the Software. Backup copies on transportable discs or other data media must be marked as backup copies and bear the same copyright and authorship notice as the original discs or other data media. Licensee must not change or remove SAP's copyright and authorship notices. 6.3 odifJcations/Add-on: ,. 6.3.1 Conditioned on Licensee's compliance with the terms and conditions of this Agreement, Licensee may make Modifications and/or Add-ons to the Software in furtherance of its permitted Use under this Agreement, and shall be permitted to use Modifications and Add-ons with the Software in accordance with the License grant to the Software set forth in Section 2.1.1 herein. Licensee shall comply with SAP's registration procedure prior to making Modifications or Add-ons. All Modifications and all rights associated therewith shall be the exclusive property of SAP and SAP AG. All Add-ons developed by SAP (either independently or jointly with Licensee) and all rights associated therewith shall be the exclusive property of SAP and SAP AG. Licensee agrees to execute those documents reasonably necessary to secure SAP's rights in the foregoing. All Add-ons developed by or on behalf of Licensee without SAP's participation ("Licensee Add -on"), and all rights associated therewith, shall be the exclusive property of Licensee subject to SAP's rights in and to the Software; provided, Licensee shall not commercialize, market, distribute, license, sublicense, transfer, assign or otherwise alienate any such Licensee Add-ons. SAP retains the right to independently develop its own Modifications or Add-ons to the Software, and Licensee agrees not to take any action that would limit SAP's sale, assignment, licensing or use of its own Software or Modifications or Add-ons thereto. 6.3.2 Any Modification developed by or on behalf of Licensee without SAP's participation or Licensee Add -on must not (and subject to other limitations set forth herein): enable the bypassing or circumventing any of the restrictions set forth in this Agreementand/or provide Licensee with access to the Software to which Licensee is not directly licensed; nor permit mass data extraction from SAP Confidential 3 SAP General Terms and Conditions enUS.v.5-2011 Agreement No. 7434 Software to any non -SAP software, including use, modification saving or other processing of data in the non -SAP software; nor unreasonably impair, degrade or reduce the performance or security of the Software; nor render or provide any information concerning SAP software license terms, Software, or any other information related to SAP products. 6.3.3 Licensee covenants, on behalf of itself and its successors and assigns, not to assert against SAP or its affiliated companies, or their resellers, distributors, suppliers, commercial partners and customers, any rights in any Modifications developed by or on behalf of Licensee without SAP participation or Licensee Add-ons , or any other functionality of the SAP Software accessed by such Modification developed by or on behalf of Licensee without SAP participation or Licensee Add -on. ammel 7.1 Warranty. SAP warrants that the Software will substantially conform to the specifications contained in the Documentation for six months following delivery. The warranty shall not apply: (i) if the Software is not used in accordance with the Documentation; or (ii) if the defect is caused by a Modification or Add -on (other than a Modification or Add -on made by SAP and which is provided through SAP Support or under warranty), Licensee or third -party software. SAP does not warrant that the Software will operate uninterrupted or that it will be free from minor defects or errors that do not materially affect such performance, or that the applications contained in the Software are designed to meet all of Licensee's business requirements. Provided Licensee notifies SAP in writing with a specific description of the Software's nonconformance within the warranty period and SAP validates the existence of such nonconformance, SAP will, at its option: a) repair or replace the nonconforming Software, or b) refund the license fees paid for the applicable nonconforming Software in exchange for a return of such nonconforming Software. This is Licensee's sole and exclusive remedy under this warranty. 7.2 xx;oress Dijscl mimer. SAP AND ITS LICENSORS DISCLAIM ALL OTHER WARRANTIES EXPRESS OR IMPLIED, INCLUDING WITHOUT LIMITATION, ANY IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE EXCEPT TO THE EXTENT THAT ANY WARRANTIES IMPLIED BY LAW CANNOT BE VALIDLY WAIVED. r 8.1 Inf ngrrLAnd Defense of L(ggPcg. SAP shall defend Licensee against claims brought against Licensee in the Territory by any third party alleging that Licensee's Use of the Software, in accordance with the terms and conditions of this Agreement, constitutes a direct infringement or misappropriation of a patent claim(s), copyright or trade secret rights, and SAP will pay damages finally awarded against Licensee (or the amount of any settlement SAP enters into) with respect to such claims. This obligation of SAP shall not apply if the alleged infringement or misappropriation results from Use of the Software in conjunction with any other software, an apparatus other than a Designated Unit, failure to use an update promptly provided by SAP if such infringement or misappropriation could have been avoided by use of the update, or unlicensed activities. This obligation of SAP also shall not apply if Licensee fails to timely notify SAP in writing of any such claim. SAP is permitted to control fully the defense and any settlement of any such claim as long as such settlement shall not include a financial obligation on Licensee. In the event Licensee declines SAP's proffered defense, or otherwise fails to give full control of the defense to SAP's designated counsel, then Licensee waives SAP's obligations under this Section 8.1. Licensee shall cooperate fully in the defense of such claim and may appear, at its own expense, through counsel reasonably acceptable to SAP. SAP expressly reserves the right to cease such defense of any claim(s) in the event the Software is no longer alleged to infringe or misappropriate, or is held not to infringe or misappropriate, the third party's rights. SAP may settle or mitigate damages arising from any claim or potential claim, by substituting alternative substantially equivalent non -infringing programs and supporting documentation for the Software. Licensee shall not undertake any action in response to any infringement or misappropriation, or alleged infringement or misappropriation of the Software that is prejudicial to SAP's rights. 8.2 THE PROVISIONS OF THIS SECTION 8 STATE THE SOLE, EXCLUSIVE, AND ENTIRE LIABILITY OF SAP AND ITS LICENSORS TO LICENSEE, AND IS LICENSEE'S SOLE REMEDY, WITH RESPECT TO THE INFRINGEMENT OR MISAPPROPRIATION OF THIRD -PARTY INTELLECTUAL PROPERTY RIGHTS. leffillifflistolki8r 9.1 _Ngt ,RWQn5 . SAP and its licensors will not be responsible under this Agreement (i) if the Software is not used in accordance with the Documentation; or (ii) if the defect or liability is caused by Licensee, a Modification or Add -on (other than a Modification or Add -on made by SAP which is provided through SAP Support or under warranty), or third -party software. SAP AND ITS LICENSORS SHALL NOT BE LIABLE FOR ANY CLAIMS OR DAMAGES ARISING FROM INHERENTLY DANGEROUS USE OF THE SOFTWARE AND/OR THIRD -PARTY SOFTWARE LICENSED HEREUNDER. 9.2 Exclusion of OapTa; l it ggallilit ANYTHING TO THE CONTRARY HEREIN NOTWITHSTANDING, EXCEPT FOR DAMAGES RESULTING FROM UNAUTHORIZED USE OR DISCLOSURE OF CONFIDENTIAL INFORMATION OR DEATH OR PERSONAL INJURY ARISING FROM EITHER PARTY'S GROSS NEGLIGENCE OR WILLFUL MISCONDUCT, UNDER NO CIRCUMSTANCES AND REGARDLESS OF THE NATURE OF ANY CLAIM SHALL SAP, ITS LICENSORS OR LICENSEE BE LIABLE TO EACH OTHER OR ANY OTHER PERSON OR ENTITY FOR AN AMOUNT OF DAMAGES IN EXCESS OF THE PAID LICENSE FEES FOR THE SOFTWARE DIRECTLY CAUSING THE DAMAGES OR BE LIABLE IN ANY AMOUNT FOR SPECIAL, INCIDENTAL, CONSEQUENTIAL, OR INDIRECT DAMAGES, LOSS OF GOOD WILL OR BUSINESS PROFITS, WORK STOPPAGE, DATA LOSS, COMPUTER FAILURE OR MALFUNCTION, ATTORNEYS' FEES, COURT COSTS, INTEREST OR EXEMPLARY OR PUNITIVE DAMAGES. The provisions of this Agreement allocate the risks between SAP and Licensee. The license fees reflect this allocation of risk and the limitations of liability herein. 10.1. Yse of Confp i? nntt at Inform eqa. Confidential Information shall not be reproduced in any form except as required to accomplish the intent of this Agreement. Any reproduction of any Confidential Information of the other shall remain the property of the disclosing party and shall contain any and all confidential or proprietary notices or legends which appear on the original. With respect to the Confidential Information of the other, each party : (a) shall take all Reasonable Steps (defined below) to keep all Confidential Information strictly confidential; and (b) shall not disclose any Confidential Information of the other to any person other than its bona fide individuals whose access is necessary to enable it to exercise its rights hereunder. As used herein "Reasonable Steps" means those steps the receiving party takes to protect its own similar proprietary and confidential information, which shall not be less than a reasonable standard of care. Confidential Information of either party disclosed prior to execution of this Agreement shall be subject to the protections afforded hereunder. SAP Confidential 4 SAP General Terms and Conditions enUS.v.5-2011 Agreement No. 7434 10.2 ELc gP; i nor . The above restrictions on the use or disclosure of the Confidential Information shall not apply to any Confidential Information that: (a) is independently developed by the receiving party without reference to the disclosing party's Confidential Information, or is lawfully received free of restriction from a third party having the right to furnish such Confidential Information; (b) has become generally available to the public without breach of this Agreement by the receiving party; (c) at the time of disclosure, was known to the receiving party free of restriction; or (d) the disclosing party agrees in writing is free of such restrictions. 10.3 uwlyd urr A er 0d Ei«i ifdons' g.011u . Licensee shall not disclose the terms and conditions of this Agreement or the pricing contained therein to any third party. Neither party shall use the name of the other party in publicity, advertising, or similar activity, without the prior written consent of the rather, except that Licensee agrees that SAP may use Licensee's name in customer listings or, at times mutually agreeable to the parties, as part of SAP's marketing efforts (including without limitation reference calls and stories, press testimonials, site visits, SAPPHIRE participation). 11. ASSIGNMENT. Licensee may not, without SAP's prior written consent, assign, delegate, pledge, or otherwise transfer this Agreement, or any of its rights or obligations under this Agreement, or the SAP Materials or SAP Confidential Information, to any party, whether voluntarily or by operation of law, including by way of sale of assets, merger or consolidation. SAP may assign this Agreement to any of its affiliates. 12. L Pl2 uams. 12.1 SevgrabrhV. It is the intent of the parties that in case any one or more of the provisions contained in this Agreement shall be held to be invalid or unenforceable in any respect, such invalidity or unenforceability shall not affect the other provisions of this Agreement, and this Agreement shall be construed as if such invalid or unenforceable provision had never been contained herein. 12.2 No Waiver. If either party should waive any breach of any provision of this Agreement, it shall not thereby be deemed to have waived any preceding or succeeding breach of the same or any other provision hereof. 12.3 _qMpLrts. This Agreement may be signed in two counterparts, each of which shall be deemed an original and which shall together constitute one Agreement. 12.4 BMtkNaJtgry f^�atter . The Software, Documentation and SAP Materials are subject to the export control laws of various countries, including without limit the laws of the United States and Germany. Licensee agrees that it will not submit the Software, Documentation or other SAP Materials to any government agency for licensing consideration or other regulatory approval without the prior written consent of SAP, and will not export the Software, Documentation and SAP Materials to countries, persons or entities prohibited by such laws. Licensee shall also be responsible for complying with all applicable governmental regulations of the country where Licensee is registered, and any foreign countries with respect to the use of the Software, Documentation or other SAP Materials by Licensee and/or its Affiliates. 12.5 Governing Law: Limitations Pgr aid. This Agreement and any claims arising out of or relating to this Agreement and its subject matter shall be governed by and construed under the laws of Commonwealth of Pennsylvania without reference to its conflicts of law principles. In the event of any conflicts between foreign law, rules, and regulations, and United States law, rules, and regulations, United States law, rules, and regulations shall prevail and govern. The United Nations Convention on Contracts for the International Sale of Goods shall not apply to this Agreement. The Uniform Computer Information Transactions Act as enacted shall not apply. Licensee must initiate a cause of action for any claim(s) arising out of or relating to this Agreement and its subject matter within one (1) year from the date when Licensee knew, or should have known after reasonable investigation, of the facts giving rise to the claim(s). 12.6 Nglices. All notices or reports which are required or may be given pursuant to this Agreement sharp be in writing and shall be deemed duty given when delivered to the respective executive offices of SAP and Licensee at the addresses first set forth in any Software Order Form. Where in this section 12.6 or elsewhere in this Agreement written form is required, that, requirement can be met by facsimile transmission, exchange of letters or other written form. 12.7 Eprrq d'�IA . Any delay or nonperformance of any provision of this Agreement (other than for the payment of amounts due hereunder') caused by conditions beyond the reasonable control of the performing party shall not constitute a breach of this Agreement, and the time for performance of such provision, if any, shall be deemed to be extended for a period equal to the duration of the conditions preventing performance. 12.8 Entire A reeMgr1t. This Agreement constitutes the complete and exclusive statement of the agreement between SAP and Licensee, and all previous representations, discussions, and writings are merged in, and superseded by this Agreement and the parties disclaim any reliance on any such representations, discussions and writings. This Agreement may be modified only by a writing signed by both parties. This Agreement shall prevail over any additional, conflicting, or inconsistent terms and conditions which may appear on any purchase order or other document furnished by Licensee to SAP. This Agreement shall prevail over any additional, conflicting or inconsistent terms and conditions which may appear in any clickwrap end user agreement included in the Software. Signatures sent by electronic means (facsimile or scanned and sent via e-mail) shall be deemed original signatures. This Agreement does not create any partnership, joint venture or principal and agent relationship. 12.9 i r A lly. The following order of precedence shall be applied in the event of conflict or inconsistency between provisions of the components, of this Agreement: (i) the Software Order Form; (ii) the Schedules; (iii) the Use Terms; and (iv) the GTC. SAP Confidential SAP General Terms and Conditions enUS.v.5-2011 Agreement No. 7434 Schedule B to the GTC "Professional Services Schedule" The parties agree that this Schedule is hereby annexed to and made a part of the GTC. In each instance in which provisions of this Schedule contradict or are inconsistent with the provisions of the GTC, the provisions of this Schedule shall prevail and govern. WHEREAS, Licensee licensed from SAP the right to Use SAP Software pursuant to the Agreement and SAP provides, through its employees, affiliates, and third party contractors ("Consultants"), consulting and professional services ("Services") including support of installation and implementation of the licensed Software in the United States. 1. Srwi. Upon request by Licensee, SAP will provide a Consultant(s) to perform, at Licensee's direction, consulting and professional services including support of installation and implementations of the applicable SAP Software ("Services"). Any Statement(s) of Work (".SOW") more fully describing the project assumptions, scope, duration and fees for the Services shall reference this Schedule. All Services of the SAP Consultant(s) will be coordinated with the designated Licensee representative. Licensee is responsible for making the necessary internal arrangements for the carrying out of the Services on a non-interference basis. 2. , o,,5fpction with P .L mL . If at any time Licensee or SAP is dissatisfied with the material performance of an assigned Consultant or a Licensee project team member, the dissatisfied party shall immediately report such dissatisfaction to the other party in writing and may request a replacement. The other party shall use its reasonable discretion in accomplishing any such change. 3. Corsnpensatipn gL5PLe. All Services will be provided by SAP on a time and expense basis at SAP's then current rates, unless otherwise agreed by the parties in a SOW. 4. Taxes. The fees listed in the applicable SOW do not include taxes. If SAP is required to pay sales, use, property, value-added or other taxes based on the Services provided under this Schedule, then such taxes shall be billed to and paid by Licensee. This section shall not apply to taxes based on SAP's income. Licensee also agrees to pay SAP for additional tax amounts if any, created by the taxability of Consultants reimbursed travel and living expenses resulting from long term assignments at Licensee's locations. 5. _Pr wick. Unless otherwise agreed to in writing by the parties in a SOW, SAP shall have the sole and exclusive right, title and ownership to any and all' ideas, concepts, or other intellectual property rights related in any way to the techniques, knowledge or processes of the SAP Services and deliverables, whether or not developed for Licensee. 6. Warranty. SAP warrants that its Services shall be performed consistent with generally accepted industry standards. SAP MAKES NO WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE, NOR ANY OTHER WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, IN CONNECTION WITH THIS SCHEDULE AND THE SERVICES PROVIDED HEREUNDER. 7. Urni ti CI...p!,..' i bNlity. WITH RESPECT TO SERVICES, ANYTHING TO THE CONTRARY NOTWITHSTANDING, EXCEPT FOR DAMAGES RESULTING FROM UNAUTHORIZED USE OR DISCLOSURE OF THE PROPRIETARY INFORMATION AND SAP'S RIGHT TO COLLECT UNPAID FEES, UNDER NO CIRCUMSTANCES SHALL SAP, ITS CONSULTANTS OR LICENSEE BE LIABLE TO EACH OTHER OR ANY OTHER PERSON OR ENTITY FOR AN AMOUNT OF DAMAGES IN EXCESS OF THE FEES PAID FOR THE APPLICABLE SERVICES HEREUNDER OR BE LIABLE IN ANY AMOUNT FOR SPECIAL, INCIDENTAL, CONSEQUENTIAL, OR INDIRECT DAMAGES, LOSS OF GOOD WILL OR BUSINESS PROFITS, WORK STOPPAGE, DATA LOSS, COMPUTER FAILURE OR MALFUNCTION, OR EXEMPLARY OR PUNITIVE DAMAGES. The provisions of the Schedule allocate the risks between SAP and Licensee. The License Fees reflect this allocation of risk and the limitations of liability herein. 8. Lermina n. The terms of this Schedule shall be effective as of the Effective Date of the Agreement and shall remain in effect until terminated by either party upon thirty (30) days prior written notice or otherwise in accordance with a particular SOW. Licensee shall be liable for payment to SAP for all Services provided prior to the effective date of any such termination, including any expenses incurred pursuant to the provision of such Services, in accord with the applicable SOW. 9. Ger1qCa1 Proyision. 9.1 SAP may subcontract all or part of the Services to be performed to a qualified third party. 9.2 With respect to the Services provided by SAP under this Schedule and any SOW hereto, the relationship of SAP and Licensee is that of an independent contractor. 9.3 This Schedule, including any applicable SOWs, constitutes the entire agreement between the parties with respect to the subject matter hereof and supersedes all prior agreements between the parties, whether written or oral, relating to the same subject matter. In the event of any inconsistencies between this Schedule and a SOW, the SOW shall take precedence over the Schedule. Any purchase order or other document issued by Licensee is for administrative convenience only. 10. 5grAjMalSections 5 and 7 above shall survive any termination of this Schedule. SAP Confidential SAP General Terms and Conditions enUS.v.5-2011 Agreement No. 7434 SUBSCRIPTION SERVICE AGREEMENT EFFECTIVE DATE: NOVEMBER 4, 2014 SUBSCRIPTION SERVICE AGREEMENT This. Subscription Service Agreement (including the Subscription Service Guide, attached hereto) ("Agreement') is made between the ServiceNow entity ("ServibeAioW') and the customer entity ("Customer') on the ordering document and becomes effective on the last signature date of the ordering document issued by ServiceNow ("Effective Date"). The Subscription Service Guide includes: (1) the Customer Support Policy; (2) the Upgrade Policy; (3) the Data Security Guide; and (4) any other attachment set forth or referenced in the Subscription Service Guide. The Subscription Service Guide is posted on www.servicenow.com/schedules.do and incorporated herein by reference. Pursuant to a separate transaction between Customer and ServiceNow's authorized reseller ("Resellee'), Customer has purchased from Reseller certain services to be delivered by ServiceNow. This Agreement specifies the terms and conditions under which those services will be provided, apart from price, payment and other terms specified in the separate agreement between Customer and Reseller. 1. DEFINITIONS 1.1. "Confidential information" means: (a) ServiceNow Core Technology (which is Confidential Information of ServiceNow); (b) Customer Data and Customer Technology (which are Confidential Information of Customer); (c) any other information of a party that is disclosed in writing or orally and is designated as Confidential or Proprietary at the time of disclosure (and, in the case of oral disclosures, summarized in writing within thirty (30) days of the initial disclosure and delivered to the receiving party), or that due to the nature of the information the receiving party would clearly understand it to be confidential information of the disclosing party; and (d) the specific terms and conditions of this Agreement, any Use Authorization, any SOW, and any amendment and attachment thereof, between the parties. Confidential Information shall not include any information that: (i) is or becomes generally known to the public through no fault or breach of this Agreement by the receiving party; (ii) was rightfully in the receiving party's possession at the time of disclosure without restriction on use or disclosure; (iii) is independently developed by the receiving party without use of the disclosing party's Confidential Information; or (iv) was or is rightfully obtained by the receiving party from a third party not under a duty of confidentiality and without restriction on use or disclosure. 1.2. "Customer Data" means electronic data uploaded by or for Customer and Customer's agents, employees and contractors, and processed in the Subscription Service, excluding the ServiceNow Core Technology. 1.3. "Customer Technology' means software, methodologies, templates, business processes, documentation or other material authored, invented or otherwise created or licensed (other than by or from ServiceNow) by Customer using or for use with the Subscription Service, excluding the ServiceNow Core Technology. 1.4. "Development Tools" means source code, application programming interfaces (APIs), executable software and tools in human readable format made available by ServiceNow for the implementation, customization, configuration, and use of the Subscription Service, such as scripts, code snippets, sample code, and development tools published by ServiceNow. 1.5. "Documentation" means the ServiceNow product documentation relating to the operation and use of the Subscription Service, Software and Development Tools, including technical program or interface documentation, user manuals, operating instructions and release notes, as updated from time to time by ServiceNow. 1.6. "Product OvervieW' means the description of the ordered products and their functionalities attached to a Use Authorization or referenced therein. 1.7. "Professional Services" means any services provided by ServiceNow pursuant to an agreed SOW or Service Description. SERVICENOw CONFIDENTIAL Page 1 (version 11/4/2014) Agreement No. 7434 servicenew" SUBSCRIPTION SERVICE AGREEMENT EFFECTIVE DATE: NOVEMBER 4, 2014 1.8. "Service Description" means the written description for a packaged Professional Service, attached to a Use Authorization or referenced therein. 1.9. "ServiceNow Core Technology' means: (a) the Subscription Service; Software; Development Tools, Documentation; and ServiceNow technology and methodologies (including, without limitation, products, software tools, hardware designs, algorithms, templates, software (in source and object forms), architecture, class libraries, objects and documentation) existing as of the Effective Date or otherwise arising outside of work under a Professional Service; (b) updates, upgrades, improvements, configurations, extensions, and derivative works of the foregoing and related technical or end user documentation or manuals; and (c) intellectual property anywhere in the world relating to the foregoing. 1.10. "Software" means software provided by ServiceNow to Customer that operates on Customer - provided machines solely to facilitate the use of the Subscription Service. 1.11. "SOW' means a statement of work for Professional Services. 1.12. "Subscription Service" means the ServiceNow software as a service (SaaS) offering identified in a Use Authorization. 1.13. "Subscription Term" means the term of authorized use of the Subscription Service as set forth in the Use Authorization. 1.14. "Use Authorization" means a written document provided to Customer specifying the services that Customer has purchased, along with the term and scope of the authorized use thereof. 2. GRANT OF USE RIGHTS 2.1. SUBSCRIPTION SERVICE. Subject to the terms of this Agreement, ServiceNow authorizes Customer to access and use the purchased Subscription Service during the Subscription Term as set forth in an applicable Use Authorization for its internal business purposes in accordance with the Documentation. Customer shall not use or otherwise access the Subscription Service in a manner that exceeds Customer's authorized use as set forth in this Agreement and the applicable Use Authorization. 2.2. SOFTWARE. ServiceNow grants Customer a limited, personal, worldwide, non-sublicensable, non -transferable (except as set forth in Section 10.1 (Assignment)), non-exclusive license during the Subscription Term to install and execute Software on machines operated by or for Customer solely to facilitate Customer's authorized access to and use of the purchased Subscription Service. The Software may include code that is licensed under third party license agreements, including open source made available or provided with the Software. Software is licensed and not sold even if for convenience ServiceNow makes reference to words such as sale or purchase. 2.3. DEVELOPMENT TOOLS. In support of Customer's authorized internal business use of the Subscription Service during the Subscription Term, ServiceNow grants to Customer a limited, personal, worldwide, non-sublicensable, non -transferable (except as set forth in Section 10.1 (Assignment)), non-exclusive license to download and make a reasonable number of copies of the Development Tools, and to use, copy, modify and create derivative works of the Development Tools, in: (a) using, implementing and integrating the ServiceNow applications with other software and systems; and (b) creating applications on the ServiceNow platform (to the extent Customer has purchased authorized use of the Subscription Service to create applications on the ServiceNow platform). Customer shall not use the Development Tools in a manner that causes it to exceed the limits of its authorized use of the Subscription Service as set forth in this Agreement and the Use Authorization. From time to time, ServiceNow may provide Development Tools subject to the terms and conditions of separate agreements which will be provided to Customer for review and to which Customer will be required to agree prior to use of such Development Tools; provided that ServiceNow shall not require Customerto agree to separate terms and conditions for any Development Tool that is necessary for Customer's use of its ordered Subscription Service in conformance with the Product Overview unless set forth on the Use Authorization. SERVICENOw CONFIDENTIAL Page 2 (version 11/4/2014) Agreement No. 7434 SUBSCRIPTION SERVICE AGREEMENT EFFECTIVE DATE: NOVEMBER 4, 2014 2.4. RESTRICTIONS. Customer shall not (and shall not permit others to) do the following with respect to the ServiceNow Core Technology: (i) use the Subscription Service with external programs in a manner that intentionally circumvents contractual usage restrictions; (ii) license, sub -license, sell, re -sell, rent, lease, transfer, distribute or time share or otherwise make any of it available for access by third parties except as otherwise expressly provided in a Use Authorization; (iii) access it for the purpose of developing or operating products or services intended to be offered to third parties in competition with the Subscription Service; (iv) disassemble, reverse engineer or decompile it; (v) copy, create derivative works based on or otherwise modify it except as permitted in this Agreement; (vi) remove or modify a copyright or other proprietary rights notice in it; (vii) use it to reproduce, distribute, display, transmit or use material protected by copyright or other intellectual property right (including the rights of publicity or privacy) without first obtaining the permission of the owner; (viii) use it to create, use, send, store or run viruses or other harmful computer code, files, scripts, agents or other programs or otherwise engage in a malicious act or disrupt its security, integrity or operation; or (ix) access or disable any ServiceNow or third party data, software or network (other than Customer's instance of the Subscription Service in accordance with this Agreement). Before Customer exercises any of the foregoing actions that Customer believes it is entitled to, Customer shall provide ServiceNow with thirty (30) days' prior written notice to legain servicenow.cerx (or, if applicable law or the relevant court order does not allow for such notice, then the maximum amount of notice allowable), and provide reasonably requested information to allow ServiceNow to assess Customer's claim and, at ServiceNow's sole discretion, provide alternatives that reduce adverse impacts on ServiceNow's intellectual property and other rights. ORDERING 3.1. RESELLER ORDERS. Customer shall order and purchase the Subscription Service and Professional Services directly from Reseller pursuant to a separate agreement specifying price, payment and other commercial terms. ServiceNow is not a party to such separate agreement but will provide the purchased services pursuant to this Agreement. For each order, Reseller or ServiceNow will provide Customer with a Use Authorization for Customer to sign and return to ServiceNow. ServiceNow will have no obligation to provide services unless and until it has received a Use Authorization signed by Customer. Reseller is not authorized to make any changes to this Agreement (including any Use Authorizations issued hereunder) or bind ServiceNow to any additional or different terms or conditions. Additional orders for ServiceNow products or services may be placed either through Reseller or ServiceNow, provided that if Customer places an order directly through ServiceNow, Customer shall sign an addendum to this Agreement setting forth pricing, payment and other commercial terms between Customer and ServiceNow. 3.2. USE VERIFICATION. ServiceNow or Reseller may remotely review Customer's use of the Subscription Service, and upon ServiceNow or Reseller's written request Customer shall provide any reasonable assistance, to verify Customer's compliance with the Agreement. If ServiceNow determines that Customer has exceeded its permitted use of the Subscription Service then ServiceNow will notify Customer and within thirty (30) days thereafter Customer shall either: (i) disable any unpermitted use or (ii) purchase additional subscriptions commensurate with Customer's actual use. If Customer fails to regain compliance within such thirty (30) day period or fails to make payment as provided in its agreement with Reseller, ServiceNow may suspend Customer's use of the Subscription Service or terminate this Agreement for cause in accordance with Section 9 (Term and Termination), in addition to any other rights or remedies ServiceNow may have. 4. INTELLECTUAL PROPERTY 4.1. SERVICENOW OWNERSHIP. As between ServiceNow and Customer, all rights, title, and interest in and to all intellectual property rights in the ServiceNow Core Technology are owned exclusively by ServiceNow notwithstanding any other provision in this Agreement. Except as expressly provided in this Agreement, ServiceNow reserves all rights in the ServiceNow Core Technology and does not grant Customer any rights, express or implied or by estoppel. 4.2. CUSTOMER OWNERSHIP. As between Customer and ServiceNow, Customer shall retain all of its rights, title, and interest in and to its intellectual property rights in Customer Data and Customer Technology. Customer hereby grants to ServiceNow a royalty -free, fully -paid, non-exclusive, non -transferable (except as set SERVICENOw CONFIDENTIAL Page 3 (version 11/412014) Agreement No. 7434 servicenow" SUBSCRIPTION SERVICE AGREEMENT EFFECTIVE DATE: NOVEMBER 4, 2014 forth in Section 10.1 (Assignment)), sub -licensable, worldwide right to use Customer Data and Customer Technology solely for the purpose of providing the Subscription Service and Professional Services to Customer. 4.3. FEEDBACK. ServiceNow encourages Customer to provide suggestions, proposals, ideas, recommendations or other feedback regarding improvements to ServiceNow's services and related resources. To the extent Customer provides such feedback, Customer grants to ServiceNow a royalty -free, fully paid, sub - licensable, transferable (notwithstanding Section 10.1 (Assignment)), non-exclusive, irrevocable, perpetual, worldwide right and license to make, use, sell, offer for sale, import and otherwise exploit feedback (including by incorporation of such feedback into the ServiceNow Core Technology) without restriction. 4.4. PROFESSIONAL SERVICES. Subject to the provisions of this Section 4.4, ServiceNow shall assign to Customer any Newly Created IP (as defined below) in Deliverables upon payment in full by Customer of all amounts due for the Professional Service under which the Deliverable was created. A "Deliverable" is a deliverable that is identified in the applicable SOW or Service Description and that is created by ServiceNow for Customer in the performance of the Professional Services. "Newly Created /P' means intellectual property in any inventions or works of authorship that are made by ServiceNow specifically for Customer in the course of performing Professional Services for Customer that is identified as "Newly Created IP" in an SOW, excluding the ServiceNow Core Technology. To the extent (if at all) any ServiceNow Core Technology is incorporated into a Deliverable, ServiceNow grants to Customer a non-exclusive, royalty -free, non -transferable, non-sublicensable worldwide license to use the ServiceNow Core Technology solely to use the Deliverable in connection with the Subscription Service as contemplated under this Agreement during the Subscription Term. Nothing in this Agreement shall be deemed to restrict or limit ServiceNow's right to perform similar Professional Services for any other party or to assign any employees or subcontractors to perform similar Professional Services for any other party or to use any information incidentally retained in the unaided memories of its employees providing Professional Services. 5. WARRANTIES 5.1. LIMITED SUBSCRIPTION SERVICE WARRANTY. ServiceNow warrants that during the Subscription Term Customer's production instances of the Subscription Service shall materially conform to the Product Overview. To submit a warranty claim under this Section, Customer shall (1) reference this Section; and (2) submit a support request to resolve the non -conformity as provided in the Subscription Service Guide. If the non -conformity persists without relief more than thirty (30) days after written notice of a warranty claim provided to ServiceNow under this Section 5.1, then Customer may terminate the affected Subscription Service and submit to Reseller a claim for refund of any prepaid subscription fees covering the remainder of the Subscription Term of the affected Subscription Service after the date of termination. Notwithstanding the foregoing, this warranty shall not apply to any non -conformity due to a modification of or defect in the Subscription Service that is made or caused by any person other than ServiceNow or a person acting at ServiceNow's direction. THIS SECTION 5.1 SETS FORTH CUSTOMER'S EXCLUSIVE RIGHTS AND REMEDIES (AND SERVICENOW'S SOLE LIABILITY) IN CONNECTION WITH THIS WARRANTY. 5.2. LIMITED PROFESSIONAL SERVICES WARRANTY. ServiceNow warrants that the Professional Services will be performed in a competent and workmanlike manner in accordance with accepted industry standards and practices and all material requirements set forth in the SOW or Service Description. Customer shall notify ServiceNow in writing of any breach within thirty (30) days after performance of the non -conforming Professional Services. Upon receipt of such notice, ServiceNow, at its option, shall either use commercially reasonable efforts to re -perform the Professional Services in conformance with these warranty requirements or shall terminate the affected Professional Services, in which case Customer may submit to Reseller a claim for a refund of any amounts paid for the nonconforming Professional Services. THIS SECTION 5.2 SETS FORTH CUSTOMER'S EXCLUSIVE RIGHTS AND REMEDIES (AND SERVICENOW'S SOLE LIABILITY) IN CONNECTION WITH THIS WARRANTY. 5.3. DISCLAIMER OF WARRANTIES. EXCEPT FOR THE WARRANTIES EXPRESSLY STATED IN THIS AGREEMENT, TO THE MAXIMUM EXTENT ALLOWED BY LAW, SERVICENOW DISCLAIMS ALL WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, ORAL OR WRITTEN, INCLUDING WARRANTIES SERVICENOw CONFIDENTIAL Page 4 (version 11/4/2014) Agreement No. 7434 S vic " SUBSCRIPTION SERVICE AGREEMENT EFFECTIVE DATE: NOVEMBER 4. 2014 ARISING UNDER STATUTE, WARRANTIES OF MERCHANTABILITY, ACCURACY, TITLE, NON - INFRINGEMENT OR FITNESS FOR A PARTICULAR PURPOSE OR ANY WARRANTIES ARISING FROM USAGE OF TRADE, COURSE OF DEALING OR COURSE OF PERFORMANCE. WITHOUT LIMITING THE GENERALITY OF THE FOREGOING, SERVICENOW SPECIFICALLY DOES NOT WARRANT THAT THE SUBSCRIPTION SERVICE, SOFTWARE, PROFESSIONAL SERVICES, DEVELOPMENT TOOLS, DOCUMENTATION OR DELIVERABLES WILL MEET THE REQUIREMENTS OF CUSTOMER OR OTHERS OR THAT THEY WILL BE ACCURATE OR OPERATE WITHOUT INTERRUPTION OR ERROR. CUSTOMER ACKNOWLEDGES THAT IN ENTERING THIS AGREEMENT IT HAS NOT RELIED ON ANY PROMISE, WARRANTY OR REPRESENTATION NOT EXPRESSLY SET FORTH HEREIN. 6. CONFIDENTIAL INFORMATION 6.1. CONFIDENTIALITY OBLIGATIONS. The recipient of Confidential Information shall: (i) at all times protect it from unauthorized disclosure with the same degree of care that it uses to protect its own confidential information, and in no event using less than reasonable care; and (ii) not use it except to the extent necessary to exercise rights or fulfill obligations under this Agreement. Each party shall limit the disclosure of the other party's Confidential Information to those of its employees and contractors with a need to access such Confidential Information for a party's exercise of its rights and obligations under this Agreement, provided that all such employees and contractors are subject to binding disclosure and use restrictions at least as protective as those set forth herein. Each party's obligations set forth in this Section 6 shall remain in effect during the term and three (3) years after termination of this Agreement. The receiving party shall, at the disclosing party's request or upon termination of this Agreement, return all originals, copies, reproductions and summaries of Confidential Information and other tangible materials and devices provided to the receiving party as Confidential Information, or at the disclosing party's option, certify destruction of the same. Provisions for the return of Customer Data are set forth in Section 9.3 (Return of Customer Data). 6.2. REQUIRED DISCLOSURES. A party may disclose the disclosing party's Confidential Information to a court or governmental body pursuant to a valid court order, law, subpoena or regulation, provided that the receiving party: (a) promptly notifies the disclosing party of such requirement as far in advance as possible to the extent advanced notice is lawful; and (b) provides reasonable assistance to the disclosing party in any lawful efforts by the disclosing party to resist or limit the disclosure of such Confidential Information. 6.3. EQUITABLE REMEDIES. The parties agree that the receiving party's disclosure of Confidential Information except as provided herein may result in irreparable injury for which a remedy in money damages may be inadequate. The parties further agree that in the event of such disclosure or threatened disclosure, the disclosing party may be entitled to seek an injunction to prevent the breach or threatened breach without the necessity of proving irreparable injury or the inadequacy of money damages, in addition to remedies otherwise available to the disclosing party at law or in equity. 7. INDEMNIFICATION 7.1. SERVICENOW OBLIGATION. Subject to the exclusions set forth below, ServiceNow shall: (i) defend Customer, its officers, directors and employees against any third party suit, claim, action or demand (each a "Claim') to the extent alleging: (A) that the Subscription Service used in accordance with this Agreement infringes any third party patent, copyright or trademark, or misappropriates any third party trade secret; or (B) that ServiceNow's personnel when onsite at Customer's premises caused death, bodily harm or damage to tangible personal property due to their negligence or willful misconduct; and (ii) pay any court -ordered award of damages or settlement amount to the extent arising from any such Claims. If any portion of the Subscription Service becomes the subject of a Claim under Section 7.1(i)(A), ServiceNow may: (a) contest the Claim; (b) obtain permission from the claimant for Customer's continued use of the Subscription Service; (c) replace or modify the Subscription Service to avoid infringement, if such replacement or modification has substantially the same capabilities as the Subscription Service; or, if the foregoing (a), (b), and (c) are not available on commercially reasonable terms in ServiceNow's judgment, then (d) terminate Customer's use of the affected Subscription Service upon sixty (60) days' written notice, whereupon Customer may submit to Reseller a claim for a refund of any prepaid subscription fees covering the remaining portion of the applicable Subscription Term for the affected SERVICENOw CONFIDENTIAL Page 5 (version 11/4/2014) Agreement No. 7434 servicenow- SUBSCRIPTION SERVICE AGREEMENT EFFECTIVE DATE: NOVEMBER 4, 2014 Subscription Service after the date of termination. Notwithstanding the above, ServiceNow shall have no obligation or liability for any Claim under Section 7.1(i)(A) arising in whole or in part from: (1) any use of the Subscription Service which exceeds the authorized use permitted under this Agreement or not in accordance with the Documentation; (2) Customer Data or Customer Technology; (3) use of the Subscription Service by Customer in violation of applicable law; (4) use of the affected Subscription Service after termination in accordance with clause (d) of this Section 7.1; (5) modifications to the Subscription Service made to Customer's specifications or otherwise made by any person other than ServiceNow or a person acting at ServiceNow's direction if the Claim would have been avoided by use of the unmodified Subscription Service; or (6) use of the Subscription Service in combination with any hardware, software, application or service that was not provided by ServiceNow, if the Claim would have been avoided by the non -combined or independent use of the Subscription Service. 7.2. CUSTOMER OBLIGATION. Customer shall: (i) defend ServiceNow, its officers, directors and employees against any Claim alleging that: (A) Customer Data, (B) Customer Technology or (C) a modification to the Subscription Service made to Customer's specifications or otherwise made by or on behalf of Customer by any person other than ServiceNow or a person acting at ServiceNow's direction (but only if the Claim would have been avoided by use of the unmodified Subscription Service), infringes any patent, copyright or trademark, misappropriates any third party trade secret, or violates any third party privacy rights; and (ii) pay any court - ordered award of damages or settlement amount to the extent arising from such Claim. 7.3. PROCESS. All of the foregoing indemnity obligations of ServiceNow and Customer are conditioned on the indemnified party notifying the indemnifying party promptly in writing of any actual or threatened Claim, the indemnified party giving the indemnifying party sole control of the defense thereof and any related settlement negotiations, and the indemnified party cooperating and, at the indemnifying party's request and expense, assisting in such defense. SECTION 7 STATES EACH PARTY'S ENTIRE LIABILITY AND THE OTHER PARTY'S EXCLUSIVE REMEDY FOR THIRD PARTY CLAIMS AND ACTIONS. 8. LIMITATIONS OF LIABILITY 8.1. LIMITATIONS OF LIABILITY. SERVICENOW SHALL HAVE NO LIABILITY FOR ANY REFUND THAT, IN ACCORDANCE WITH THE TERMS OF THIS AGREEMENT, IS TO BE PAID BY RESELLER. TO THE EXTENT PERMITTED BY LAW, THE TOTAL, CUMULATIVE LIABILITY OF EACH PARTY ARISING OUT OF OR RELATED TO THIS AGREEMENT OR THE PRODUCTS OR SERVICES PROVIDED HEREUNDER WHETHER BASED ON CONTRACT, TORT (INCLUDING NEGLIGENCE) OR ANY OTHER LEGAL OR EQUITABLE THEORY, SHALL BE LIMITED TO THE AMOUNTS PAID BY CUSTOMER FOR THE PRODUCTS OR SERVICES GIVING RISE TO THE CLAIM DURING THE TWELVE (12) MONTH PERIOD PRECEDING THE FIRST EVENT GIVING RISE TO LIABILITY. THE EXISTENCE OF MORE THAN ONE CLAIM SHALL NOT ENLARGE THIS LIMIT. THE FOREGOING LIMITATION OF LIABILITY SHALL NOT APPLY TO: (1) CUSTOMER'S OBLIGATION TO PAY FOR PRODUCTS, SERVICES OR TAXES; (2) A PARTY'S OBLIGATIONS IN SECTION 7 (INDEMNIFICATION); AND (3) INFRINGEMENT BY A PARTY OF THE OTHER PARTY'S INTELLECTUAL PROPERTY RIGHTS. 8.2. EXCLUSION OF DAMAGES. TO THE EXTENT PERMITTED BY LAW, NEITHER SERVICENOW NOR CUSTOMER SHALL BE LIABLE TO THE OTHER OR ANY THIRD PARTY FOR LOST PROFITS (WHETHER DIRECT OR INDIRECT) OR LOSS OF USE OR DATA, COVER, SUBSTITUTE GOODS OR SERVICES, OR FOR INCIDENTAL, CONSEQUENTIAL, PUNITIVE, SPECIAL OR EXEMPLARY DAMAGES (INCLUDING DAMAGE TO BUSINESS, REPUTATION OR GOODWILL), OR INDIRECT DAMAGES OF ANY TYPE HOWEVER CAUSED, WHETHER BY BREACH OF WARRANTY, BREACH OF CONTRACT, IN TORT (INCLUDING NEGLIGENCE) OR ANY OTHER LEGAL OR EQUITABLE CAUSE OF ACTION EVEN IF SUCH PARTY HAS BEEN ADVISED OF SUCH DAMAGES IN ADVANCE OR IF SUCH DAMAGES WERE FORESEEABLE. THE FOREGOING EXCLUSIONS SHALL NOT APPLY TO: (1) PAYMENTS TO A THIRD PARTY ARISING FROM A PARTY'S OBLIGATIONS UNDER SECTION 7 (INDEMNIFICATION); AND (2) INFRINGEMENT BY A PARTY OF THE OTHER PARTY'S INTELLECTUAL PROPERTY RIGHTS. 8.3. GROSS NEGLIGENCE; WILFUL MIISCONDUCT. AS PROVIDED BY LAW, NOTHING HEREIN SHALL BE INTENDED TO LIMIT A PARTY'S LIABILITY IN AN ACTION IN TORT (SEPARATE AND DISTINCT SERVICENOW CONFIDENTIAL Page 6 (version 11/4/2014) Agreement No. 7434 SUBSCRIPTION SERVICE AGREEMENT EFFECTIVE DATE: NOVEMBER 4, 2014 FROM A CAUSE OF ACTION FOR BREACH OF THIS AGREEMENT) FOR THE PARTY'S GROSS NEGLIGENCE OR WILFUL MISCONDUCT. 9. TERM AND TERMINATION 9.1. TERM AND TERMINATION. This Agreement continues until terminated under the terms of this Agreement. Each party may terminate this Agreement in its entirety either: (i) upon thirty (30) days' prior written notice to the other party, if at the time of notice there are no Use Authorizations in effect; or (ii) upon written notice if the other party becomes the subject of a petition in bankruptcy or any proceeding related to its insolvency, receivership or liquidation, in any jurisdiction, that is not dismissed within sixty (60) days of its commencement or an assignment for the benefit of creditors. Either party may terminate a Subscription Service or Professional Services upon written notice if the other party materially breaches this Agreement or the applicable Use Authorization for the affected service and does not cure the breach within thirty (30) days after receiving written notice thereof from the non -breaching party. Professional Services are separately ordered from the Subscription Service, and are not required for the Subscription Service. A breach by a party of its obligations with respect to Professional Services shall not by itself constitute a breach by that party of its obligations with respect to the Subscription Service even if the services are enumerated in the same Use Authorization. 9.2. EFFECT OF 'TERMINATION OF SUBSCRIPTION SERVICE. Upon termination of the Subscription Service for any reason, Customer shall stop using, and ServiceNow shall stop providing, the Subscription Service and all rights granted to Customer in this Agreement shall terminate. If the Subscription Service is terminated by Customer due to ServiceNow's breach, then Customer may submit to Reseller a claim for refund of all prepaid fees for the remaining portion of the Subscription Term for the terminated Subscription Service after the effective date of termination, Within thirty (30) days following the effective date of a termination by ServiceNow for Customer's breach, Customer shall pay all remaining amounts for the Subscription Term applicable to the Subscription Service covering the remainder of the Subscription Term regardless of the due dates specified in Reseller's order form to Customer. 9.3. TRANSITI'ON SERVICES. At least thirty (30) days prior to either the expiration of the Subscription Term (where Customer elects not to renew) or in connection with the termination by Customer of the Subscription Service in accordance with Section 9.1, provided that Customer signs an addendum to this Agreement setting forth payment and other commercial terms between Customer and ServiceNow, Customer may purchase the following services from ServiceNow: (i) one (1) extension of the Subscription Service for up to six (6) months ("Transition Subscription Service"); and (ii) Professional Services. Prior to the commencement of any Transition Subscription Service or Professional Services, Customer shall sign an ordering document and shall pay in advance for the Transition Subscription Service and any Professional Services plus verifiable travel and expenses. 9.4. RETURN OF CUSTOMER DATA. ServiceNow shall provide Customer Data in its standard database export format, excluding the ServiceNow Core Technology, to Customer upon Customer's written request and at no additional cost to Customer, provided that ServiceNow receives such request from Customer within forty-five (45) days following the expiration or termination of this Agreement for the Subscription Service (including any Transition Subscription Service term, if applicable),If ServiceNow has not received a request within the foregoing time frame, ServiceNow shall have no obligation to maintain or provide any Customer Data and shall thereafter, unless legally prohibited, have the right to delete all Customer Data in its systems or otherwise in its possession or under its control and delete Customer's instances of the Subscription Service. 9.5. SURVIVAL. Sections 2.4 (Restrictions), 4.1 (ServiceNow Ownership), 4.2 (Customer Ownership), 4.3 (Feedback) and 6 (Confidential Information) through 10 (General Provisions) of this Agreement, together with any other provision required for their construction or enforcement, shall survive termination of this Agreement for any reason. 10. GENERAL PROVISIONS 10.1. ASSIGNMENT. Neither party may assign its rights or obligations under this Agreement, whether by operation of law or otherwise, without the prior written consent of the other party. Notwithstanding the SERVICENOw CONFIDENTIAL Page 7 (version 11/4/2014) Agreement No. 7434 SUBSCRIPTION SERVICE AGREEMENT EFFECTIVE DATE: NOVEMBER 4, 2014 foregoing, either party may, upon notice and without the other party's consent: (i) in connection with a merger, reorganization or sale of all or substantially all of the assets or equity of such party, assign this Agreement in its entirety to such party's successor; and (ii) assign this Agreement in its entirety to any Affiliate. "Affiliates" shall mean any person or entity directly or indirectly Controlling, Controlled by or under common Control with a party to the Agreement, where "Control' means the legal power to direct or cause the direction of the general management of the company, partnership or other legal entity. Any attempted or purported assignment in violation of this Section 10.1 will be null and void. Subject to the foregoing, this Agreement shall bind and inure to the benefit of the parties, their respective successors and permitted assigns. 10.2. COMPLIANCE WITH MAWS. ServiceNow shall comply with any statutes and regulations that apply to its provision of the Subscription Service, Professional Services, Software, Documentation, Development Tools and Deliverables, under the Agreement, including but not limited to those applicable to the privacy and security of personal information, including trans -border data transfers and data breach notification requirements as required of ServiceNow by law. Customer shall comply with all laws that apply to its use of the Subscription Service, Professional Services, Software, Documentation, Development Tools and Deliverables, under the Agreement, including but not limited to those applicable to collection and processing of Customer Data in ServiceNow systems through the Subscription Service. Customer agrees to provide any required disclosures to and obtain any required consents for the transfer of Customer Data to ServiceNow. ServiceNow shall not be responsible for compliance with any laws applicable to Customer and its industry that are not generally applicable to information technology service providers. 10.3. EXPORT COMPLIANCE. Each party shall comply with United States and foreign export control laws and regulations. Customer acknowledges that the Subscription Service, Professional Services, Software, Documentation, Development Tools and Deliverables are subject to the U.S. Export Administration Regulations (the "EAR') and that Customer shall comply with the EAR. Without limiting the foregoing, Customer represents and warrants that: (i) Customer is not located in, and shall not use the Subscription Service, Professional Services, Software, Documentation, Development Tools and Deliverables from, any country that is subject to U.S. export restrictions (currently including, but not necessarily limited to, Cuba, Iran, North Korea, Sudan and Syria); (ii) Customer shall not use the Subscription Service, Professional Services, Software, Documentation, Development Tools and Deliverables in the design, development or production of nuclear, chemical or biological weapons, or rocket systems, space launch vehicles, sounding rockets or unmanned air vehicle systems; and (iii) Customer is not prohibited from participating in U.S. export transactions by any federal agency of the U.S. government. In addition, Customer is responsible for complying with any local laws which may impact Customer's right to import, export or use the Subscription Service, Professional Services, Software, Documentation, Development Tools and Deliverables. 10.4. US GOVERNMENT RIGHTS. All ServiceNow software (including Software) is commercial computer software and all services are commercial items. "Commercial computer software" has the meaning set forth in Federal Acquisition Regulation ("FAR") 2.101 for civilian agency purchases and the Department of Defense ("DOD") FAR Supplement ("DFARS") 252.227-7014(a)(1) for defense agency purchases. If the software is licensed or the services are acquired by or on behalf of a civilian agency, ServiceNow provides the commercial computer software and/or commercial computer software documentation and other technical data subject to the terms of this Agreement as required in FAR 12.212 (Computer Software) and FAR 12.211 (Technical Data) and their successors. If the software is licensed or the services are acquired by or on behalf of any agency within the DOD, ServiceNow provides the commercial computer software and/or commercial computer software documentation and other technical data subject to the terms of this Agreement as specified in DFARS 227.7202-3 and its successors. Only if this is a DOD prime contract or DOD subcontract, the Government acquires additional rights in technical data as set forth in DFARS 252.227-7015. This U.S. Government Rights clause is in lieu of, and supersedes, any other FAR, DFARS or other clause or provision that addresses Government rights in computer software or technical data. 10.5. NOTICE. Except as otherwise provided herein, all notices shall be in writing and deemed given upon: (i) personal delivery; (ii) when received by the addressee if sent by a recognized overnight courier (receipt requested); (iii) the second business day after mailing; or (iv) the first business day after sending by email with SERVICENOw CONFIDENTIAL Page 8 (version 11/4/2014) Agreement No. 7434 SUBSCRIPTION SERVICE AGREEMENT EFFECTIVE DATE: NOVEMBER 4, 2014 confirmation of receipt, except that email shall not be sufficient for notices regarding a Claim. Notices shall be sent to the parties as set forth on the signature page of this Agreement or as subsequently updated in writing. 10.6. FORCE MAJEURE. No party shall be liable or responsible to the other party, nor be deemed to have defaulted under or breached this Agreement, for any failure or delay in fulfilling or performing any term of this Agreement (excluding Customer's failure to pay amounts owed when due), when and to the extent such failure or delay is caused by or results from acts beyond the affected party's reasonable control, including without limitation: strikes, lock -outs or other industrial disputes (whether involving its own workforce or a third party's), trespassing, sabotage, theft or other criminal acts, failure of energy sources or transport network, acts of God, export bans, sanctions and other government actions, war, terrorism, riot, civil commotion, interference by civil or military authorities, national or international calamity, armed conflict, malicious damage, breakdown of plant or machinery, nuclear, chemical or biological contamination, explosions, collapse of building structures, fires, floods, storms, earthquakes, epidemics or similar events, natural disasters or extreme adverse weather conditions (each a "Force Majeure Event'). The party suffering a Force Majeure Event shall use reasonable efforts to mitigate against the effects of such Force Majeure Event. 10.7. HIGH RISK ACTIVITIES. Customer shall use the ServiceNow Core Technology within the intended business purposes described in the Documentation, and not for any purpose that requires fail-safe performance including, but not limited to, stock trading, financial transaction processing, management of hazardous facilities or applications for which failure could result in death, personal injury, or severe physical or environmental damage ("High Risk Activity'). ServiceNow, its licensors and suppliers expressly disclaim all warranties of fitness for any such use and Customer shall release and hold ServiceNow, its licensors and suppliers harmless from liability arising out of the use of the ServiceNow Core Technology for High Risk Activity. 10.8. USE OF AGGREGATE DATA.. Customer agrees that ServiceNow may collect, use and disclose quantitative data derived from the use of the Subscription Service for industry analysis, benchmarking, analytics, marketing, and other business purposes. All data collected, used, and disclosed will be in aggregate form only and will not identify Customer or its users. 10.9. ENTIRETY. This Agreement, together with the Use Authorizations, Product Overviews, SOWS, Service Descriptions, and the Subscription Service Guide (including the Customer Support Policy, the Upgrade Policy and the Data Security Guide), is the final and entire agreement between the parties regarding the products and services provided hereunder and supersedes all prior or contemporaneous oral or written agreements, representations, understandings, undertakings and negotiations with respect to the subject matter hereof. The terms of this Agreement apply to the exclusion of any other terms that Customer seeks to impose or incorporate, or which are implied by trade, custom, practice or course of dealing. Customer acknowledges that it has not relied on any statement, promise or representation made or given by or on behalf of ServiceNow that is not set out in this Agreement. Customer's orders are not contingent on, and Customer has not relied on, the delivery of any future functionality regardless of any verbal or written communication about ServiceNow's future plans. This Agreement may be executed in counterparts, each of which shall be deemed to be an original. 10.10. WAIVER AND AMENDMENT. A waiver of any right is only effective if it is in writing and only against the party who signed such writing and for the circumstances given. Any modification of this Agreement must be in writing and signed by authorized representatives of both parties. 10.11. RELATIONSHIP OF THE PARTIES. The parties are independent contractors. Nothing in this Agreement shall be construed to create a partnership, joint venture or agency relationship. Neither party shall have any right or authority to assume or create any obligation of any kind expressed or implied in the name of or on behalf of the other party. 10.12. GOVERNING LAW: JURISDICTION AND VENUE. This Agreement shall be governed by the laws of the state of California, without regard to its conflict of laws principles. The parties hereby irrevocably consent to the exclusive jurisdiction of, and venue in, any federal or state court of competent jurisdiction located in Santa Clara County, California, for the purposes of adjudicating any dispute arising out of this Agreement. Each party hereto expressly consents to service of process by registered mail. To the extent permitted by law, choice of law rules and the United Nations Convention on Contracts for the International Sale of Goods shall not apply. SERVICENOw CONFIDENTIAL Page 9 (version 11/4/2014) Agreement No. 7434 servicenow" SUBSCRIPTION SERVICE AGREEMENT EFFECTIVE DATE: NOVEMBER 4, 2014 Notwithstanding the foregoing, either party may at any time seek and obtain appropriate legal or equitable relief in any court of competent jurisdiction for claims regarding such party's intellectual propertyrights. 10.13. CONSTRUCTION. Products and services shall be provided in the English language unless agreed otherwise. The parties confirm that they have requested that this Agreement and all related documents be drafted in English at the express wishes of the parties. Les parties confirment avoir expressement exige que le present contrat et les documents de ServiceNow qui y sont attaches soient rediges en anglais. Section headings are for convenience only and are not to be used in interpreting this Agreement. SERVICENOw CONFIDENTIAL Page 10 (version 11/4/2014) Agreement No. 7434 SUBSCRIPTION SERVICE GU DE EFFECTIVE DATE: NOVEMBER 12, 2014 SUBSCRIPTION SERVICE GUIDE Capitalized terms not defined herein shall have the meaning set forth in the ordering agreement or the use agreement between Customer and ServiceNow. 1. SUPPORT During the Subscription Term, ServiceNow or its authorized reseller, as applicable, shall provide support for the Subscription Service as set forth in the Customer Support Policy attached hereto, and incorporated herein by reference. 2. UPGRADES ServiceNow determines whether and when to develop, release and apply any Upgrade (as defined in the Upgrade Policy attached hereto, and incorporated herein by reference) to Customer's instances of the Subscription Service. DATA SECURITY ServiceNow shall implement and maintain security procedures and practices appropriate to information technology service providers to protect Customer Data from unauthorized access, destruction, use, modification, or disclosure, as described in the Data Security Guide attached hereto, and incorporated herein by reference. 4. INSURANCE ServiceNow agrees to maintain in effect during the Subscription Term, at ServiceNow's expense, the following minimum insurance coverage: (i) (a) Workers' Compensation Insurance, in accordance with applicable statutory, federal, and other legal requirements and (b) Employers' Liability Insurance covering ServiceNow's employees in an amount of not less than $1,000,000 for bodily injury by accident, $1,000,000 policy limit for bodily injury by disease, and $1,000,000 each employee for bodily injury by disease; (ii) Commercial General Liability Insurance written on an occurrence form and including coverage for bodily injury, property damage, products and completed operations, personal injury, advertising injury arising out of the services and/or products provided by ServiceNow under this Agreement with minimum limits of $1,000,000 per occurrence/$2,000,000 aggregate; (iii) Commercial Automobile Liability Insurance providing coverage for hired and non -owned automobiles used in connection with this Agreement in an amount of not less than $1,000,000 per accident combined single limit for bodily injury and property damage; (iv) Combined Technology Errors' & Omission Policy with a $5,000,000 per Claim limit, including: (a) Professional Liability Insurance providing coverage for the services and software in this Agreement. Such coverage to be maintained for at least two (2) years after the termination of this Agreement; and (b) Privacy, Security, and Media Liability Insurance providing liability coverage for unauthorized access or disclosure, security breaches or system attacks, as well as infringements of copyright and trademark that might result from this Agreement; and (v) Excess Liability over Employers' Liability, Commercial General Liability and Commercial Automobile Liability with a $5,000,000 aggregate limit. For the purpose of this Section, a "Claim" means a written demand for money or a civil proceeding which is commenced by service of a complaint or similar pleading. 5. AVAILABILITY SERVICE LEVEL 5.1. DEFINITIONS (a) "Available" means that the Subscription Service can be accessed by authorized users. SERVICENOw CONFIDENTIAL Page 1 (version 11/12/2014) Agreement No. 7434 servicenow- SUBSCRIPTION SERVICE GU DE EFFECTIVE DATE: NOVEMBER 12, 2014 (b) "Excused Downtime" means: (i) Maintenance Time of up to two (2) hours per month; and (ii) any time the Subscription Service is not Available due to circumstances beyond ServiceNow's control, including without limitation modifications of the Subscription Service by any person other than ServiceNow or a person acting at ServiceNow's direction, a Force Majeure Event, general Internet outages, failure of Customer's infrastructure or connectivity (including without limitation, direct connectivity and virtual private network (VPN) connectivity to the Subscription Service), computer and telecommunications failures and delays, and network intrusions or denial -of -service or other criminal attacks. (c) "Maintenance Time" means the time the Subscription Service is not Available due to service maintenance. (d) "Availability SLA" means the percentage of total time during which Customer's production instances of the Subscription Service are Available during a calendar month, excluding Excused Downtime. 5.2. AVAILABILITY, If Customer's production instances of the Subscription Service fall below the Availability SLA of ninety-nine and eight -tenths percent (99.8%) during a calendar month, Customer's exclusive remedy for failure of the Subscription Service to meet the Availability SLAs is either: (1) to request that the affected Subscription Term be extended for the number of minutes the Subscription Service was not Available in the month in accordance with the Availability SLA; or (2) to request that ServiceNow issue a service credit to Customer for the dollar value of the number of minutes the Subscription Service was not Available in the month in accordance with the Availability SLA (determined at the deemed per minute rate ServiceNow charges to Customer for Customer's use of the affected Subscription Service), which Customer may request ServiceNow apply to the next invoice for subscription fees. 5.3. REQUESTS Customer must request all service credits or extensions in writing to ServiceNow within thirty (30) days of the end of the month in which the Availability SLA was not met, identifying the support requests relating to the period Customer's production instances of the Subscription Service was not Available. The total amount of service credits for any month may not exceed the subscription fee for the affected Subscription Service for the month, and has no cash value. ServiceNow may delay issuing service credits until such amounts reach one thousand U.S. dollars ($1,000) or equivalent currency specified in the applicable Order Form. SERVICENOw CONFIDENTIAL Page 2 (version 11/12/2014) Agreement No. 7434 SUBSCRIPTION SERVICE GU DE EFFECTIVE DATE: NOVEMBER 12, 2014 CUSTOMER SUPPORT POLICY This Customer Support Policy governs the support that ServiceNow or its authorized reseller, as applicable, will provide for the Subscription Service. This Policy may be updated from time to time. Scope The purpose of Customer Support is to resolve defects that cause the Subscription Service to perform not in substantial conformance to the Product Overview. A resolution to a defect may consist of a fix, workaround or other relief ServiceNow deems reasonable. Customer Support does not include: • implementation services • configuration services • integration services • customization services or other custom software development • training • assistance with administrative functions Customer Support is not required to provide resolutions for immaterial defects or defects due to modifications of the Subscription Service made by any person other than ServiceNow or a person acting at ServiceNow's direction. Business Hours Customer Support is available 24 hours a day, 7 days a week, including all holidays. Access Contacts Customer may contact ServiceNow using one of the following means: • Support Portal at https://hi.service-now.com/. Customer may get login access to this self-service portal by contacting its ServiceNow administrator. • Phone using one of the numbers at htk ://sgaicenow.,com/su orticontact �lrni. Customer shall contact ServiceNow's authorized reseller in accordance with its agreement with the reseller. Incident Priority Incident priority for a defect is determined using the guidelines below: Response Times and Level of Effort Customer submits an incident with ServiceNow via phone or web and with ServiceNow's authorized reseller as directed by reseller. All support requests are tracked online and can be viewed by Customer's authorized contacts. Response times do not vary if the incident was filed via phone or web. SERVICENOw CONFIDENTIAL Page 3 (version 11/12/2014) Agreement No. 7434 SUBSCRIPTION SERVICE GU DE EFFECTIVE DATE: NOVEMBER 12, 2014 ServiceNow or its authorized reseller, as applicable, will use reasonable efforts to meet the target response times and target level of effort stated in the table below. Support from the reseller may be limited to business hours only. Priority Target Response Times Target Level of Effort _ 11 P10.. 30 minutes Continuousl 24 hours r day, 7 days per � Y u week but not necessarily ...... Continuously, 24 hours per P2 2 hours'day F am 7 d.der week ... P3 1 business day Asappropriate during normal business hours P4 N/A varies Customer Responsibilities Customer's obligations are as follows: (a) Customer agrees to receive from ServiceNow or its authorized reseller, as applicable, communications via email, phone or through the Support Portal regarding the Subscription Service. (b) Customer shall appoint no more than five (5) contacts ("Customer Authorized Contacts") to engage Customer Support for questions and/or technical issues. (i) Only Customer Authorized Contacts are authorized to contact Customer Support. (ii) Customer must ensure the information for these contacts is current in the Support Portal at https://hi.servige-now.com/. (iii) Customer Authorized Contacts are trained on the use and administration of the Subscription Service. (c) Customer shall cooperate to enable ServiceNow to deliver the Subscription Service and support for the service. (d) Customer is solely responsible for the use of the Subscription Service by its authorized users. Support Resources • ServiceNow Website (http://www.servicenow.com/services/overview.html) • ServiceNow Community (https://community.servicenow.com/welcome) • Release Notes (http://wiki.service-now.com/index.php?title=Main_Page) • Product Documentation (http://wiki.service-now.com/index.php?title=Main_Page) • Knowledge Base (https://hi.service-now.com/nav_to.do?uri=kb_home.do) • Support Community (https://community.servicenow.com/community/support) SERVICENOw CONFIDENTIAL Page 4 (version 11/12/2014) Agreement No. 7434 servicenow- SUBSCRIPTION SERVICE GU DE UPGRADE POLICY UPGRADES EFFECTIVE DATE: NOVEMBER 12, 2014 "Upgrades" are ServiceNow's releases of the Subscription Service for repairs, enhancements or new features applied by ServiceNow to Customer's instances of the Subscription Service at no additional fee during the Subscription Term. ServiceNow has the discretion to provide new functionality as an Upgrade or as different software or service for a separate fee. ServiceNow determines whether and when to develop, release and apply any Upgrade to Customer's instances of the Subscription Service. 2. NOTICE; MAINTENANCE DOWNTIME ServiceNow shall use reasonable efforts to give Customer thirty (30) days prior notice of any Upgrade to the Subscription Service. ServiceNow shall use reasonable efforts to give Customer ten (10) days prior notice of any Upgrade to the cloud infrastructure network, hardware, or software used by ServiceNow to operate and deliver the Subscription Service if ServiceNow in its reasonable judgment believes that the infrastructure Upgrade will impact Customer's use of its production instances of the Subscription Service. ServiceNow will use commercially reasonable efforts to limit the period of time during which the Subscription Service is unavailable due to the application of Upgrades to no more than two (2) hours per month. Notwithstanding the foregoing, ServiceNow may provide Customer with a shorter or no notice period of an Upgrade if necessary, in the reasonable judgment of ServiceNow, to maintain the availability, security or performance of the Subscription Service or the ability of ServiceNow to efficiently provide the Subscription Service. 3. NOMENCLATURE A pending Upgrade may be a "Feature Release", "Patch" or "Hotfix." A "Feature Release" is an Upgrade that includes new features or enhancements. A "Patch" or a "Hotfik' is an Upgrade to a Feature Release that maintains the functionality of the Feature Release and does not include new functionality. ServiceNow refers to each Feature Release and its associated Patches and Hotfixes as a "Release Family." For example, ServiceNow's Feature Release "Aspen" established the "Aspen" Release Family, and ServiceNow's subsequent Feature Release "Berlin" established the "Berlin" Release Family. 4. PINNING REQUESTS Customer may submit a support request for "no Upgrade" not fewer than five (5) business days' prior to a pending Upgrade of the Subscription Service. Subject to the terms and conditions of this Upgrade Policy, Customer's "no Upgrade" request shall be granted, and the Upgrade shall not be applied to Customer's instances of the Subscription Service. 5. SUPPORTED AND NON -SUPPORTED RELEASE FAMILIES ServiceNow offers support for the then current Release Family and the prior two (2) Release Families ("Supported Release Families") as set forth in the Customer Support Policy. A Customer using a Supported Release Family may be required to Upgrade to a Patch or Hotfix within the Supported Release Family to correct a defect. At its discretion, ServiceNow may offer limited support for additional Release Families ("Non -Supported Release Families"). Without limiting ServiceNow's discretion to determine the availability of support for Non - Supported Release Families, a Customer using a Non -Supported Release Family may be required to Upgrade to a Supported Release Family to correct a defect. Any service level agreements, recovery time objectives or recovery point objectives are not applicable to Non -Supported Release Families. Details of ServiceNow support are further set forth in the Customer Support Policy. Customer acknowledges that the current Release Family is the most current feature, availability, performance and security version of the Subscription Service. Within a Supported Release Family, the most recent Patch contains the most current feature, availability, performance and security version of the Subscription Service for that Release Family. A Customer that has submitted a "no Upgrade" request may experience defects, for which Customer hereby agrees that ServiceNow is not responsible, including without limitation those that affect the features, availability, performance and security of the Subscription Service, that are fixed in the most SERVICENOw CONFIDENTIAL Page 5 (version 11/12/2014) Agreement No. 7434 SUBSCRIPTION SERVICE GU DE current version of the Subscription Service. 6. REQUIRED UPGRADES EFFECTIVE DATE: NOVEMBER 12, 2014 If Customer has requested "no Upgrade" it may nevertheless be required to Upgrade if in the reasonable judgment of ServiceNow the Upgrade is necessary to maintain the availability, security or performance of the Subscription Service or the ability of ServiceNow to efficiently provide the Subscription Service, as follows: 6.1. SUPPORTED RELEASE FAMILY. If Customer is using a Supported Release Family, it may be required to Upgrade to a Patch or Hotfix within the Supported Release Family. 6.2. NON -SUPPORTED RELEASE FAMILY. If Customer is using a Non -Supported Release Family, it may be required to Upgrade to a Supported Release Family. 7. EXCEPTIONS Notwithstanding the other provisions of this Upgrade Policy, Customer may not submit a support request for "no Upgrade" for any Upgrade to, or that is essential for, the infrastructure network, hardware, or software used by ServiceNow to operate and deliver the Subscription Service. SERVICENOw CONFIDENTIAL Page 6 (version 11/12/2014) Agreement No. 7434 SUBSCRIPTION SERVICE GU DE DATA SECURITY GUIDE Security Statement of an Enterprise IT Cloud Company ...................... EFFECTIVE DATE: NOVEMBER 12, 2014 The ServiceNow cloud is built for the enterprise customer with every aspect aimed towards meeting the customer's demand for reliability, availability and security. ServiceNow's comprehensive approach to address this demand is enabled by the following: (a) ServiceNow's robust cloud infrastructure runs on its own applications and utilizes industry best -of -breed technology to automate mission critical functionalities in the cloud service with around -the -clock and around -the -world delivery; (b) ServiceNow achieves flexibility and control in its ability to deliver a stable user experience to the customer by having a logical single tenant architecture; (c) ServiceNow's application development which has a paramount focus on quality, security, and the user experience is closely connected to the operations of delivering those applications in a reliable and secure cloud environment; (d) ServiceNow invests in a comprehensive compliance strategy that allows its customers to attain their own compliance to applicable laws by obtaining attestations and certifications and running its subscription service from paired data centers situated close to where its customers are located; and (e) ServiceNow's homogeneous environment where all applications are on a single platform offers ServiceNow a competitive advantage in being able to concentrate its efforts to make the customer's user experience the best possible. This Data Security Guide describes the measures ServiceNow takes to protect Customer Data when it resides in the ServiceNow cloud. This Data Security Guide forms a part of any legal agreement into which this Data Security Guide is explicitly incorporated by reference (the "Agreement') and is subject to the terms and conditions of the Agreement. Capitalized terms that are not otherwise defined herein shall have the meaning given to them in the Agreement. SECURITY PROGRAM While providing the Subscription Service, ServiceNow shall maintain a written information security program of policies, procedures and controls ("Security Program") governing the processing, storage, transmission and security of Customer Data. The Security Program includes industry standard practices designed to protect Customer Data from unauthorized access, acquisition, use, disclosure, or destruction. ServiceNow may periodically review and update the Security Program to address new and evolving security technologies, changes to industry standard practices, and changing security threats, provided that any such update does not materially reduce the commitments, protections or overall level of service provided to Customer as described herein. 2. CERTIFICATIONS AND ATTESTATIONS 2.1. Certifications and Attestations. ServiceNow shall establish and maintain sufficient controls to meet the objectives stated in ISO 27001 and SSAE 16 / SOC 1 and SOC 2 Type 2 (or equivalent standards) (collectively, the "Standards") for the information security management system supporting the Subscription Service. At least once per calendar year, ServiceNow shall perform an assessment against such Standards ("Assessment'). Upon Customer's written request, which shall be no more than once per calendar year, ServiceNow shall provide a summary of the Assessment(s) to Customer. Assessments shall be Confidential Information of ServiceNow. 2.2. Safe Harbor. ServiceNow shall maintain self -certified compliance under the U.S.-EU and U.S.- Swiss Safe Harbor Frameworks developed by the U.S. Department of Commerce regarding the collection, use and retention of Personal Data (defined in Section 6 below) from European Union member countries and Switzerland. 3. PHYSICAL, TECHNICAL AND ADMINISTRATIVE SECURITY MEASURES The Security Program shall include the following physical, technical and administrative measures designed to protect Customer Data from unauthorized access, acquisition, use, disclosure, ordestruction: 3.1. Physical Security Measures (a) Data Center Facilities: (i) Physical access restrictions and monitoring that may include a combination of any of the following: multi -zone security, man -traps, appropriate perimeter deterrents (for example, SERVICENOw CONFIDENTIAL Page 7 (version 11/12/2014) Agreement No. 7434 servicenow" SUBSCRIPTION SERVICE GU DE EFFECTIVE DATE: NOVEMBER 12, 2014 fencing, berms, guarded gates), on -site guards, biometric controls, CCTV, and secure cages; and (ii) fire detection and fire suppression systems both localized and throughout the data centerfloor. (b) Systems, Machines and Devices: (i) Physical protection mechanisms; and (ii) entry controls to limit physical access. (c) Media: (i) Industry standard destruction of sensitive materials before disposition of media; (ii) secure safe for storing damaged hard disks prior to physical destruction; and (iii) physical destruction of all decommissioned hard disks storing Customer Data. 3.2. Technical Security Measures (a) Access Administration. Access to the Subscription Service by ServiceNow employees and contractors is protected by authentication and authorization mechanisms. User authentication is required to gain access to production and sub -production systems. Access privileges are based on job requirements and are revoked upon termination of employment or consulting relationship. Production infrastructure includes appropriate user account and password controls (for example, the required use of virtual private network connections, complex passwords with expiration dates, and a two -factored authenticated connection) and is accessible for administration. (b) Logging and Monitorin The production infrastructure log activities are centrally collected and are secured in an effort to prevent tampering and are monitored for anomalies by a trained security team. (c) Firewall System. An industry -standard firewall is installed and managed to protect ServiceNow systems by residing on the network to inspect all ingress connections routed to the ServiceNow environment. (d) Vu6nerabi'Ilty Mana egem nt. ServiceNow conducts periodic independent security risk evaluations to identify critical information assets, assess threats to such assets, determine potential vulnerabilities, and provide for remediation. When software vulnerabilities are revealed and addressed by a vendor patch, ServiceNow will obtain the patch from the applicable vendor and apply it within an appropriate timeframe in accordance with ServiceNow's then current vulnerability management and security patch management standard operating procedure and only after such patch is tested and determined to be safe for installation in all production systems. (e) Antivirus. ServiceNow updates anti -virus, anti-malware, and anti-spyware software on regular intervals and centrally logs events for effectiveness of such software. (f) Change Control. ServiceNow ensures that changes to platform, applications and production infrastructure are evaluated to minimize risk and are implemented following ServiceNow's standard operating procedure. 3.3. Administrative Security Measures (a) Data Center Inapections. ServiceNow performs routine reviews at each data center to ensure that it continues to maintain the security controls necessary to comply with the Security Program. (b) Personnel Seggrit . ServiceNow performs background and drug screening on all employees and all contractors who have access to Customer Data in accordance with ServiceNow's then current applicable standard operating procedure and subject to applicable law. (c) Secarit Awareness and Trainin . ServiceNow maintains a security awareness program that includes appropriate training of ServiceNow personnel on the Security Program. Training is conducted at time of hire and periodically throughout employment at ServiceNow. (d) "vendor Disk _Management. ServiceNow maintains a vendor risk management program that assesses all vendors that access, store, process or transmit Customer Data for appropriate security controls and business disciplines. SERVICENOw CONFIDENTIAL Page 8 (version 11/12/2014) Agreement No. 7434 ser,vicenow SUBSCRIPTION SERVICE GU DE EFFECTIVE DATE: NOVEMBER 12, 2014 4. DATA PROTECTION AND SERVICE CONTINUITY 4.1. Data Centers; Data Backup. ServiceNow shall host Customer's instances in primary and secondary SSAE 16 Type II or ISO 27001 certified (or equivalent) data centers in the geographic regions specified on the Order Form for the Subscription Term. Each data center includes full redundancy (N+1) and fault tolerant infrastructure for electrical, cooling and network systems. The deployed servers are enterprise scale servers with redundant power to ensure maximum uptime and service availability. The production database servers are replicated in near real time to a mirrored data center in a different geographic region. Each customer instance is supported by a network configuration with multiple connections to the Internet. ServiceNow backs up all Customer Data in accordance with ServiceNow's standard operating procedure. 4.2. Personnel. In the event of an emergency that renders the customer support telephone system unavailable, all calls are routed to an answering service that will transfer to a ServiceNow telephone support representative, geographically located to ensure business continuity for support operations. 5. INCIDENT MANAGEMENT AND BREACH NOTIFICATION 5.1. Incident Monitoring and Management. ServiceNow shall monitor, analyze and respond to security incidents in a timely manner in accordance with ServiceNow's standard operating procedure. Depending on the nature of the incident, ServiceNow security group will escalate and engage response teams necessary to address an incident. 5.2. Breach Notification. Unless 'notification is delayed by the actions or demands of a law enforcement agency, ServiceNow shall report to Customer the unauthorized acquisition, access, use, disclosure or destruction of Customer Data (a "Breach") promptly following determination by ServiceNow that a Breach occurred. The initial report shall be made to Customer security contact(s) designated in ServiceNow's customer support portal. ServiceNow shall take reasonable measures to promptly mitigate the cause of the Breach and shall take reasonable corrective measures to prevent future Breaches. As information is collected or otherwise becomes available to ServiceNow and unless prohibited by law, ServiceNow shall provide information regarding the nature and consequences of the Breach that are reasonably requested to allow Customer to notify affected individuals, government agencies and/or credit bureaus. Customer is solely responsible for determining whether to notify impacted Data Subjects (defined in 6.1 below) and for providing such notice, and for determining if regulatory bodies or enforcement commissions applicable to Customer or Customer Data need to be notified of a Breach. 5.3. Customer Cooperation. Customer agrees to cooperate with ServiceNow in maintaining accurate contact information in the customer support portal and by providing any information that is reasonably requested to resolve any security incident, identify its root cause(s) and prevent a recurrence. 6. DATA PROCESSING GUIDELINES; COMPLIANCE WITH LAWS 6.1. Customer as Data Controller. Customer acknowledges that in relation to Personal Data supplied and/or processed under the Agreement it acts as Controller and it warrants that it will duly observe all of its obligations under all applicable laws and regulations of the European Union, the European Economic Area and their member states regarding the processing of Personal Data (collectively referred to as "'Data Protection Laws") including, without limitation, obtaining and maintaining all necessary notifications and obtaining and maintaining all necessary Data Subject Consents, Customer shall (I) have sole responsibility for the accuracy, quality„ integrity, legality and reliability of Personal Data and of the means by which it acquired Personal Data, (ii) ensure that data processing instructions given to ServiceNow comply with applicable Data Protection Laws, and (iii) comply with all applicable Data Protection Laws in collecting, compiling, storing, accessing and using Personal Data in connection with the Subscription Service. For the purposes of this Data Security Guide, "Personal Data", "Controller', "Data Subject" and "Data Subject Consent" shall have the meaning given to these terms in Directive 95/46/EC. For clarity, "process" or "processing" means any operation or set of operations performed upon Customer Data. 6.2. ServiceNow as Data Processor. ServiceNow shall process or otherwise use Personal Data (including possible onward transfers) on behalf of Customer solely for the purpose of providing the services SERVICENOw CONFIDENTIAL Page 9 (version 11/12/2014) Agreement No. 7434 serviceno, w", SUBSCRIPTION SERVICE GU DE EFFECTIVE DATE: NOVEMBER 12, 2014 described in the Agreement and only in accordance with Customer's lawful instructions (limited to those instructions which ServiceNow can reasonably carry out in the provision of the Subscription Service), the terms of the Agreement, and this Data Security Guide. ServiceNow shall ensure that those employees to whom it grants access to such Personal Data are directed to keep such Personal Data confidential and are informed of any additional data protection obligations applicable to such Personal Data. ServiceNow shall, to the extent legally permitted, promptly notify Customer with respect to any request or communication ServiceNow receives from any regulatory authority in relation to any data processing activities ServiceNow conducts on behalf of Customer. In addition, ServiceNow will cooperate and assist Customer, at Customer's cost, in relation to any such request and to any response to any such communication. ServiceNow will pass on to the Customer any requests of a Data Subject to access, delete, correct, or block Personal Data processed under the Agreement. If ServiceNow is compelled by law to disclose Customer's information as part of a civil proceeding to which Customer is a party, and Customer is not contesting the disclosure, Customer will reimburse ServiceNow for its reasonable cost of compiling and providing secure access to that information. 6.3. Subcontractors. ServiceNow may engage subcontractors for processing Customer Data under the Agreement, provided ServiceNow shall ensure compliance by such subcontractor(s) with the requirements of this Section 6 by entering into written agreements with such subcontractors which provide that the subcontractor will apply the Safe Harbor principles to the processing of Personal Data. ServiceNow's use of any subcontractor will not relieve, waive or diminish any obligation ServiceNow has under the Agreement or this Data Security Guide. 7. PENETRATION TESTS 7.1. By a Third Party. ServiceNow contracts with third party vendors to perform an annual penetration test on the ServiceNow platform to identify risks and remediation that help increase security. 7.2. By Customer. No more than once per calendar year Customer may request to perform, at its own expense, an application penetration test of its instances of the Subscription Service. Customer shall notify ServiceNow in advance of any test by submitting a request using ServiceNow's online support portal and completing a penetration testing agreement. ServiceNow and Customer must agree upon a mutually acceptable time for the test; and Customer shall not perform a penetration test without ServiceNow's express written authorization. The test must be of reasonable duration, and must not interfere with ServiceNow's day-to-day operations. Promptly upon completion of the penetration test, Customer shall provide ServiceNow with the test results including any detected vulnerability. Upon such notice, ServiceNow shall, consistent with industry standard practices, use all commercially reasonable efforts to promptly make any necessary changes to improve the security of the Subscription Service. Customer shall treat the test results as Confidential Information of ServiceNow. 8. SHARING THE SECURITY RESPONSIBILITY 8.1. Product Capabilities. The Subscription Service has the capabilities to: (i) authenticate users before access; (ii) encrypt passwords; (iii) allow users to manage passwords; and (iv) prevent access by users with an inactive account. Customer manages each user's access to and use of the Subscription Service by assigning to each user a credential and user type that controls the level of access to the Subscription Service. 8.2. Customer Responsibilities. ServiceNow provides the cloud environment that permits Customer to use and process Customer Data in the Subscription Service. The architecture in the Subscription Service includes, without limitation, column level encryption functionality and the access control list engine. Customer shall be responsible for using the column level encryption functionality and access control list engine for protecting all Customer Data containing sensitive data, including without limitation, credit card numbers, social security numbers, financial and health information, and sensitive personal data. Customer is solely responsible for the results of its decision not to encrypt such sensitive data. ServiceNow protects all Customer Data in the ServiceNow cloud infrastructure equally in accordance with this Data Security Guide, regardless of the classification of the type of Customer Data. Customer shall be responsible for protecting the confidentiality of each user's login and password and shall manage each user's access to the Subscription Service. SERVICENOw CONFIDENTIAL Page 10 (version 11/12/2014) Agreement No. 7434 f SUBSCRIPTION SERVICE GU DE EFFECTIVE DATE: NOVEMBER 12, 2014 8.3. Customer Cooperation. Customer shall promptly apply any application upgrade that ServiceNow determines is necessary to maintain the security, performance or availability of the Subscription Service. 8.4. Limitations. Notwithstanding anything to the contrary in the Agreement or this Data Security Guide, ServiceNow's obligations extend only to those systems, networks, network devices, facilities and components over which ServiceNow exercises control. This Data Security Guide does not apply to: (i) information shared with ServiceNow that is not data stored in its systems using the Subscription Service; (ii) data in Customer's virtual private network (VPN) or a third party network; or (iii) any data processed by Customer or its users in violation of the Agreement or this Data Security Guide. SERVICENOw CONFIDENTIAL Page 11 (version 11/12/2014) Agreement No. 7434 service ServicellMow ProductOverview Effective lDate: May 2,2016 Activity Designer Enables a user to construct reusable activities that suit an organization's business needs. Requires Orchestration Core. Activity Packs A collection of related workflow activities that allow Orchestration Core to connect to, and automate work with, external systems. Some Activity Packs require Orchestration Core and others require Cloud Management. Agile Development Provides capabilities to manage the software development process in projects including enhancement requests, defect prioritization, definition of release content, andtasks. Asset Management Provides capabilities to track and manage the physical, contractual, and financial aspects ofassets. Audit Management Provides a centralized process for Internal Audit teams to automatethe complete audit lifecycle by providing the capability to plan, scope and execute integrated, risk -based audit plans. Change Management Allows repeatable methods and procedures to be used for introducing change into the IT infrastructure by providing capabilities for creating, assessing, approving, and executing changes. Client Software Distribution Allows administrators to distribute software from the service catalog using third party management systems. Requires Orchestration Core. Cloud Management Provides the capability to automate the provisioning and management lifecycle of public and private virtual servers. Requires Orchestration Core. Configuration Automation Provides the capability to manage the configuration settings of a physical or virtual server. Requires Orchestration Core. I Cost Management Provides capabilities to track one-time and recurring costs of configuration items used by IT and allocate those costs to business units using allocation rules. Cost Transparency Provides insight for executives seeking to align spending to business goals. Users can classify general ledger records, define reporting structures and allocation rules, and view summaryreports. Customer Service Includes the following key features: Omni —channel customer engagement Management across portal, chat, email, and phone (native telephony integration requires Notify); a robust customer data model for accounts, partners, and contacts; case management with advanced skills -based routing, real-time service level agreement (SLA), service contracts and service entitlements; pre -packaged service analytics using both real-time data as well as snapshots fortrend analysis (trend analytics requires Performance Analytics use rights); and voice of customer feedback through online surveys and customer satisfaction reporting_ J ) , , a ,y I'J, I I , I I r,,Ilf .It ", h ,,fd, I m11 "'I".I.w r,d. . tlNm , .II"i!lOA ^dw',f ,.o v11 JWN a $�AC;n Agreement NO 7434 service o, ServiceNow Product Overview Effective Date: May 2, 2016 Demand Management Consolidates IT requests through a service catalog and routes them in a workflow to stakeholders who gather additional information to prioritize investment decisions. Discovery _W ...... ..._ Locates physical and virtual devices connected to an enterprise network. When Discovery locates a device, it explores its configuration, status, software, and relationships to other connected devices, and updates the Configuration Management Data Base (CMDB). Edge Encryption Resides on Customer -owned servers and encrypts and decrypts eligible data stored in their instance. Customer controls and manages the encryption keys for the eligible data in their instance. Enterprise Service Portal - HR In support of HR service delivery, provides employee self-service via an HR service catalog and provides HR the capability to assign tasks to employees. Uses prebuilt layouts, controls, and content. Requires HRService Management. Event Management Aggregates events from monitoring tools used by Customer in its infrastructure, de -duplicates and correlates inputs from such events to CMDB, and provides the ability to filter and prioritize events to create incidents for remediation. Facilities Service Management ... .............. .......... ...................... _. ......... ...... Provides capabilities to manage the service delivery of a facilities department by offering a self-service catalog and assignment of requests based on fulfillment rules. Field Service Management g Provides capabilities to create work order records for the repair P rand service of equipment. Requires Asset Management. ...-..... .__ Financial Planning .......................... ............ .......... Assists executives and budget owners in the automation of budget and forecast planning, helping to increase efficiency and simplify theplanning process. Finance Service Management Enables the finance department to define its services and fulfill requests through workflow capabilities and knowledge management, and provides visibility into resource utilization and service delivery performance through dashboards. HR Service Management g Provides capabilities to p manage HR service delivery using casemanagement to document the interactions between the employee and HR supported by the knowledge base. ..... Incident Management .. __ ._........._ ....... ..... Facilitates the process of restoring normal IT operations by providing capabilities to record, classify, distribute, and manage incidents through to resolution. Includes Performance Analytics limited to 15 key performance indicators (KPIs), one dashboard and 90 days of data captured by Incident Management. .-..... Legal Service Management ........ _._..................... ............. _._ .............� Enables the legal department to define its services and fulfill requests through workflow capabilities and knowledge management, and provides visibility into resource utilization and service delivery performance through dashboards. �_ ._ Marketing Service Enables the marketing department to define its services and fulfill requests Agreement No. 7434 s rvic r ServiceNow Product Overview Effective Date: May 2, 2016 Management through workflow capabilities g p and knowledge management, and provides visibility into resource utilization and service delivery performance through dashboards. _._ Notify _.. ..... ............. Provides the capability to initiate notification from Customer's instance of the subscription service to a supported third -party platform for SMS, voice and other communications protocols. Customer is required to separately purchase any third -party service required to work with Notify. .......... .......... Orchestration Core .... _.... Enables orchestration of activities outside Customer's instance of the subscription service. Allows Customer to automate discrete tasks or processes using graphical workflows that interact with external systems or services. Password Reset Provides the capability to reset User's passwords that are stored and pre - authenticated in a credential store outside Customer's instance of the subscription service, such as Active Directory and other supported credential stores. Requires Orchestration Core. Performance Analytics Provides advanced analytics and time series analysis for KPIs. Platform Runtime Allows customer to deploy applications developed on the ServiceNow Platform into production. PolicyCompliance and Com p a centralized process for creating and managing policies, standards, Management and internal control procedures that are cross -mapped to external regulations and best practices. Additionally, the application provides structured workflows for the identification, assessment, and continuous monitoringof control activities. Problem Management Facilitates the process of identifying the root causes of errors in the IT infrastructure by providing capabilities to record, escalate, and manage problems through to resolution. ................................ Project Portfolio Management Provides capabilities to plan, organize, and manage projects and project portfolios including associated tasks and resources. ........ Release Management ... Facilitates the planning, design, build, configuration, testing, and release of hardware and software into the IT infrastructure. _ ........ _. Request Management ........ Provides capabilities to approve and fulfill requests for goods and services defined and presented in the service catalog. Resource Management Provides a view of projects and the availability, allocation, and capacity of assigned resources. _ ............ ................... _...._.... ...... Risk Management Provides an executive view into risk to allow risk managers to quickly identify at -risk assets, perform assessments, and continuously monitor risk exposure. ......... ....... ......... .-.�... Security Incident Response _................... Enables SOC/SIRT teams to enact response plans to address security -related activities, events or incidents. Enables response team collaboration, investigation of network and non -network related activities (i.e. intellectual property theft, criminal activities, etc.) and includes the capability for automated request assignment and remediation across IT and security teams. Agreement No. 7434 services 1, ServiceNow Product Overview Effective Date: May 2, 2016 Service Mapping Discovers business services of the organization and builds a comprehensive map of all devices, applications, and configuration profiles used inthese business services. Test Management Provides a user acceptance testing framework to help project teams and business users align on project deliverables, and provides visibility into the status of the project testing when used in conjunction with Project Portfolio Management and Agile Development. Project Portfolio Managementand Agile Development are separately authorized. Threat Intelligence Provides the ability to support multiple threat intelligence feeds to enhance the context of a security incident by enabling analysts to see potential threats and related systems in an integrated view. Threat Intelligence also allows Customers to add their own custom feeds and to place confidence scores or weighting on each feed to accelerate the identification of legitimate security issues. Vendor Performance Enables Customerto manage, evaluate and comparevendors based on Management predefined criteria. Vulnerability Response Integrates with the National Vulnerability Database (NVD) and third -party solutions to generate a set of actionable reports of vulnerable assets inthe Customer environment. Incident response tasks, change requests or problem tickets can easily be opened from vulnerabilities to allow security teamsto perform further investigation or to allow IT to perform remediation. Business Service Maps Graphically displays the configuration items related to a business service, and indicates the status of those configuration items. Chat Provides real-time communication capability via instant messaging between Users. Coaching Loops Provides the capability to monitor and provide feedback on a specific behavior of an individual or group. Configuration Management Provides capabilities to identify, record, and report on ITconfiguration items (CMDB) and their relationships. Connect Provides the capability to connect people, processes and information into a unique and centralized collaboration workspace to cut down on resolution times. Features include real-time chat, document delivery, active lists to see who is working and the ability to interact straight from the activity stream. ............ ............ Content ManagementSystem . �... _........ W Provides the ability to create custom interfaces. Form Designer Allows creation of forms and tables with visual controls. Agreement No. 7434 ServiceNow Product Overview Effective Date: May 2, 2016 g p mmITITITITITmmmm Google Maps y make Google Maps available for use with the subscription ServiceNow may service. If Customer uses Google Maps, Customer agrees to the following terms: (i) Customer shall limit its use to 60,000 map views on an annual basis and additional use shall be purchased from Google subject to Google's terms and conditions, to which ServiceNow is not a party; (ii) Customer agrees, and shall cause its end users to agree, to Google's Maps Terms (http:/ImaDs.gooEle.com help/'terms, m s� h�tml or a successor URL as provided by Google), the Legal Notices (http:/jwww.rn n oo e.corn helpjlegqdI or asuccessor URL as provided by Google), and the Acceptable Use Policy (htt , www. oo le.cor enter rise earthma site al/us/maps AUP.htrni or a successor URL as provided by Google); and (iii) Customer agrees that Google may use Customer data in accordance with its privacy policy and that Google may provide its maps services to Customer. Google Maps may not be available to Customer due to location availability and• may not be available during Customer's entire subscription term. ServiceNow support and warranty do not apply to Google Maps. ._...._............... .......... _ Graphical Workflow Provides the capability to automate multi -step processes within Customer's instance of the subscription service. Each workflow can manage a sequence of activities, such as creating records or running scripts, and the condition -based transitions between them. Customer is required to purchase Orchestration Core to orchestrate activities using the Graphical Workflow that interact outside Customer's instance of the subscription service. .. ...... .............. Knowledge Management Provides role -based tools to create, store, and publish information. Provides mechanisms for version control and approvals of documents in the - reviewprocess. Live Feed Li Provides a place to post and sharecontent. ........... . .................. Mobile Provides a customizable ServiceNow interface for mobile devices. On -Call Scheduling Enables creation of on -call schedules and escalation rosters. _. ..... ...... _ OpenFrame ..... An interface technology that enables real-time communication channels such as telephone systems to be integrated into the ServiceNow Platform. OpenFrame consists of UI elements as well as a set of APIs thatsupport exchange of events and data between ServiceNow and the communications system. ...... ................ Reporting _................................. Provides the capability to create and share reports and dashboards. RESTAPI Provides the ability to integrate external systems through REST APIs using standard respond codes, header information, pagination support and streaming data on requests. to Service Catalog _ Displays a listing of the goods and services that Customer provides within g the enterprise to its employees and contractors. Service Creator Provides capabilities for building no -code service catalog items. Agreement NO. 74.34 serviceno, ServiceNow Product Overview Effective Date: May 2, 2016 Service Level Management _. ................. Establishes and monitors status of service contracts and SLAs between the organization and its customers or third -party service providers. Service Portal Designer g Provides the capability to build portals with a consumer -like experience usi P tY P P ng both ServiceNow out -of -the -box widgets and templates as well as Customer's own widgets and styles, while leveraging only HTML and CSS. Skills Management Assigns configured competencies to groups or users. __ Studio _.. ...... Integrated Development Environment (IDE) for professional and low -code (i.e., IT administration) application developers. .......�...... Survey Management _..... Allows for polling and collection of data, including configuration for specific events and/or conditions. .._... Time Cards ...___ .�._ ........ Records time worked on tasks either manually or automatically. ... _._ _ Visual Task Boards .......M . Enables a Kanban-style workspace for either individual orteam-based management of tasks. Visualizations Displays interactive 2-D and 3-D visual representations p for any logical data relationships within an instance. Agreement No. 7434 J 1 V SERVICENow EXPRESS GENERAL TERMS AND CONDITIONS GENERAL TERMS AND CONDITIONS These General Terms and Conditions and any referenced documents form the agreement (the "Agreement') under which an Order Form is executed. PROVISION OF SERVICES ServiceNow will make the following purchased services available to Customer, subject to the terms and conditions of the Agreement and each ordering document signed by Customer and ServiceNow (each, an "Order Form") and the product overview attached thereto or referenced therein ("Product Overview'), including without limitation: (a) use of the ServiceNow applications which are made available by ServiceNow as a software as a service (SaaS) ("Subscription Service"); and (b) professional services and training services ("Professional Services"). An Order Form for Professional Services shall specify ServiceNow packaged professional services (each offering, a "Packaged Service"), as described in one or more service descriptions (if not attached to the Order Form, then as set forth on "w,servicenow„coma be sohedu'I"es. o) ("Service Description") or other Professional Services described in one or more written statements of work ("SOW') signed by ServiceNow and Customer. 2. ORDERING 2.1 ORDERS AND -PAYMENT. Upon execution by Customer and ServiceNow, each Order Form is non - cancellable and non-refundable except as provided in the Agreement. Prices stated in each Order Form are final. Except as expressly set forth in the applicable Order Form, Subscription Service fees are invoiced annually in advance. Each Subscription Term (as defined in Section 3.1) as set forth in the Order Form is a continuous and non -divisible commitment for the full duration of the Subscription Term regardless of the invoice schedule. Except as expressly set forth in the applicable Order Form or SOW or Service Description, Professional Services fees are invoiced on a time and materials basis monthly in arrears. Customer shall pay each invoice in full within thirty (30) days after the date of invoice. Customer may issue a purchase order consistent with the terms of the Order Form, but a purchase order is not required. If Customer issues a purchase order, then it shall be for the full amount of the Order Form, and any additional or conflicting terms appearing in a purchase order shall not amend the Order Form or the Agreement. Upon request, ServiceNow shall reference the purchase order number on its invoices (solely for administrative convenience) so long as Customer provides the purchase order at least fifteen (15) business days prior to the date of the invoice. Late payments shall accrue interest at a rate of one and one-half percent (1.5%) per month or the legal maximum interest rate, whichever is lower. If Customer is delinquent in payment of amounts for the services owed hereunder, ServiceNow may give notice to Customer of such delinquency and, in such case, Customer shall cure the delinquency within thirty (30) days from the date of ServiceNow's written notice. If Customer fails to cure the delinquency, ServiceNow may suspend Customer's use of the Subscription Service or terminate the Agreement for cause in accordance with Section 7 (Term and Termination), in addition to other rights and remedies available. 2.2 TAXES. All payments required by the Agreement are stated exclusive of all taxes, duties, levies, imposts, fines or similar governmental assessments including sales and use taxes, value-added taxes ("VAT'), goods and services taxes ("GST'), excise, business, service, and similar transactional taxes imposed by any jurisdiction and the interest and penalties thereon (collectively, "Taxes"). Customer shall be responsible for and bear Taxes associated with its purchase of, payment for, access to or use of the Subscription Service and Professional Services. Taxes shall not be deducted from the payments to ServiceNow, except as required by law, in which case Customer shall increase the amount payable as necessary so that after making all required deductions and withholdings, ServiceNow receives and retains (free from any Tax liability) an amount equal to the amount it would have received had no such deductions or withholdings been made. Each party is responsible for and shall bear taxes imposed on its net income. If Customer is a tax-exempt entity or claims exemption from any Taxes under the Agreement, Customer shall provide a tax exemption number on the Order Form and a certificate upon execution of the Order Form and, after receipt of valid evidence of exemption, ServiceNow shall not charge Customer any Taxes from which it is exempt. If ServiceNow is required to invoice or collect Taxes associated with Customer's purchase of, payment for, access to or use of the Subscription Service or Professional Services, ServiceNow will issue an invoice to Customer including the amount of those Taxes, itemized where required by law. Customer shall provide to ServiceNow its VAT or GST identification number(s) on the Order Form for (i) the country where Customer has established its business and/or (ii) any other country where Customer has a fixed establishment. Customer shall use the ordered Subscription Service and Professional Services for Customer's business use in the foregoing location(s) in accordance with the provided VAT or GST identification number(s). The parties' obligations under this Section shall survive the termination or expiration of the Agreement. SERVICENOw PROPR ETARY AND CONFIDENTIAL Page 1 (version 10/21//2014) Agreement No. 7434 serviceno, w- SERVICENOw EXPRESS GENERAL TERMS AND CONDITIONS 2.3 USE VERIFICATION. Customer may not use or otherwise access the Subscription Service in a manner that exceeds Customer's authorized use. ServiceNow may review Customer's use of the Subscription Service, and Customer shall provide any reasonable assistance to verify Customer's compliance with the Agreement. If ServiceNow determines that Customer has exceeded Its permitted use of the Subscription Service then ServiceNow will notify Customer and within thirty (30) days thereafter Customer shall either: (i) disable any unpermitted use or (ii) purchase additional subscriptions. If Customer fails to regain compliance within such thirty (30) day period, ServiceNow may suspend Customer's use of the Subscription Service or terminate the Agreement for cause in accordance with Section 7 (Term and Termination), in additionto any other rights or remedies ServiceNow may have. 3. GRANT OF USE RIGHTS; OWNERSHIP; CUSTOMER RESTRICTIONS 3.1. t1�CRIPTIOI4_ SEC , Customer is authorized to use the Subscription Service limited by the purchased amount and subscription term ("Subscription Term") on the Order Form and the Product. Overview. 3.2. DOCUMENTATION. ServiceNow grants to Customer a non-exclusive, non -transferable, worldwide right during the Subscription Term to access and use the documentation relating to the operation and use of the Subscription Service that is provided by ServiceNow to Customer under the Agreement, as updated by ServiceNow from time to time ("Documentation"). 3.3. _CUSTOMER DATA, Customer grants ServiceNow a non-exclusive, non -transferable, worldwide right to use the electronic data pertaining to Customer and/or its users that is processed using the Subscription Service (collectively "Customer Data") strictly for the limited purpose of providing the Subscription Service to Customer. 3.4. SOFTWARE. ServiceNow may provide ServiceNow software products ("Software') for use in connection with the Subscription Service. Any Software is licensed and not sold (even if for convenience ServiceNow makes reference to words such as "sale" or "purchase"). ServiceNow grants Customer a limited, personal, worldwide, non-sublicensable, non- transferable, non-exclusive license to install and execute the Software on machines operated by or for Customer solely to permit Customer to use the Subscription Service during the Subscription Term in accordance with the terms and conditions of the Agreement. The Software may include code that is licensed under third party license agreements, including open source made available or provided with the Software. 3.5. OWNERSHIP. As between ServiceNow and Customer, all rights, title, and interest in and to all intellectual property rights in the Subscription Service, Software and/or Documentation are owned exclusively by ServiceNow. Except as expressly provided in the Agreement, ServiceNow does not grant Customer (and expressly reserves) any rights, express or implied, or ownership in the Subscription Service, Software and'/or Documentation. ServiceNow shall have a royalty -free, worldwide, non-exclusive, transferable, sub -licensable, irrevocable, perpetual right to make, use, sell, offer for sale, import, or otherwise incorporate into the Subscription Service, Software and/or Documentation, any suggestions, enhancements, recommendations or other feedback provided by Customer relating to the Subscription Service, Software and/or Documentation. 3.6. RESTRICT"NOBS. Customer shall not (and shall not permit others to) do the following with respect to the Subscription Service Software or Documentation: (i) license, sub -license, sell, re -sell, rent, lease, transfer, distribute or time share or otherwise make any of them available for access by third' parties; (ii) disassemble, reverse engineer, decompille or modify them or otherwise create derivative works thereof; (iii) access them for the purpose of developing products or services that compete with the Subscription Service; (iv) use them to operate more or different type of applications or platform not authorized under the Agreement; (v) use them to create, use, send, store or run viruses or other harmful computer code, files, scripts, agents or other programs or engage in any other malicious act; (vi) disrupt their security, integrity or operation; (vii) remove or modify a copyright or other proprietary rights notice in them; (viii) use them to reproduce, distribute, display, transmit or use material protected by copyright or other intellectual property right (including the rights of publicity or privacy) withoutfirst obtaining the permission of the owner; (ix) use them to damage the property of another; (x) use them in any manner which violates any law or regulation of the United States, any state thereof or other government authority; (xi) use them in any manner that disables, hacks or otherwise interferes with any security, digital signing, digital rights management, verification or authentication mechanisms or (xii) use them in a manner that temporarily or permanently alters, erases, removes, copies, modifies, halts or disables any ServiceNow or third party data, software or network. 4. WARRANTIES 4.1. tmIMITED SUBSCRIPTION SERVICE WARRANTY. ServiceNow warrants that during the Subscription Term Customer's production instances of the Subscription Service shall materially conform to the Product Overview. To submit a warranty claim under this Section, Customer shall (1) reference this Section; and (2) submit a support request to resolve the non -conformity as provided in the Subscription Service Guide, which is set forth on www.servicenow.com/be_schedules.do. If the non -conformity persists without relief more than thirty (30) days after written notice of a warranty claim provided to SERVICENOw PROPR ETARY AND CONFIDENTIAL Page 2 (version 10/21//2014) Agreement No. 7434 servicenow- SERVICENOw EXPRESS GENERAL TERMS AND CONDITIONS ServiceNow under this Section 4.1, then Customer may terminate the affected Subscription Service and ServiceNow shall refund to Customer any prepaid subscription fees covering the remainder of the Subscription Term of the affected Subscription Service after the date of termination. Notwithstanding the foregoing, this warranty shall not apply to any non -conformity due to a modification of or defect in the Subscription Service that is made or caused by any person other than ServiceNow or a person acting at ServiceNow's direction. THIS SECTION 4.1 SETS FORTH CUSTOMER'S EXCLUSIVE RIGHTS AND REMEDIES (AND SERVICENOW'S SOLE LIABILITY) IN CONNECTION WITH THISWARRANTY. 4.2. LIMITED PROFESSIONAL SERVICES WARRANTY. ServiceNow warrants that the Professional Services will be performed in a competent and workmanlike manner in accordance with accepted industry standards and practices and all material requirements set forth in the SOW or Service Description. Customer shall notify ServiceNow in writing of any breach within thirty (30) days after performance of the non -conforming Professional Services. Upon receipt of such notice, ServiceNow, at its option, shall either use commercially reasonable efforts to re -perform the Professional Services in conformance with these warranty requirements or shall terminate the affected Professional Services and refund to Customer any amounts paid for the nonconforming Professional Services. THIS SECTION 4.2 SETS FORTH CUSTOMER'S EXCLUSIVE RIGHTS AND REMEDIES (AND SERVICENOW'S SOLE LIABILITY) IN CONNECTION WITH THIS WARRANTY. 4.3. DISCLAIMER OF WARRANTIES. EXCEPT FOR THE WARRANTIES EXPRESSLY STATED IN THE AGREEMENT, TO THE MAXIMUM EXTENT ALLOWED BY LAW, SERVICENOW DISCLAIMS ALL WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, ORAL OR WRITTEN, INCLUDING WARRANTIES ARISING UNDER STATUTE, WARRANTIES OF MERCHANTABILITY, ACCURACY, TITLE, NON -INFRINGEMENT OR FITNESS FOR A PARTICULAR PURPOSE OR ANY WARRANTIES ARISING FROM USAGE OF TRADE, COURSE OF DEALING OR COURSE OF PERFORMANCE. WITHOUT LIMITING THE GENERALITY OF THE FOREGOING, SERVICENOW SPECIFICALLY DOES NOT WARRANT THAT THE SUBSCRIPTION SERVICE, SOFTWARE, PROFESSIONAL SERVICES OR DOCUMENTATION WILL MEET THE REQUIREMENTS OF CUSTOMER OR OTHERS OR THAT THEY WILL BE ACCURATE OR OPERATE WITHOUT INTERRUPTION OR ERROR. CUSTOMER ACKNOWLEDGES THAT IN ENTERING THE AGREEMENT IT HAS NOT RELIED ON ANY PROMISE, WARRANTY OR REPRESENTATION NOT EXPRESSLY SET FORTH HEREIN. 5. CONFIDENTIALITY AND NON-USE RESTRICTIONS 5.1. CONFIDENTIAL INFORMATION. "Confidential Information" means all information disclosed by a party ("Disclosing Party") to the other party ("Receiving Party'), whether orally or in writing, that is designated as confidential or that reasonably should be understood to be confidential given the nature of the information and the circumstances of the disclosure, including without limitation: each party's respective business plans and processes; financial and employee data; proprietary technology and product information and designs; the Subscription Service and Software and Customer Data. The terms of the Agreement and Order form(s) are Confidential Information of ServiceNow. Confidential Information excludes information that: (i) is or becomes generally known to the public; (ii) was known to the Receiving Party prior to its disclosure by the Disclosing Party without breach of any obligation to the Disclosing Party; (iii) is received from a third party without any obligation of confidentiality to a third party or breach of any obligation of confidentiality to the Disclosing Party; or (iv) was independently developed by the Receiving Party without reference to the Disclosing Party's Confidential Information. 5.2. PROTECTION. The Receiving Party shall: (i) at all times protect the confidentiality of the Disclosing Party's Confidential Information with the same degree of care that it uses to protect its own confidential information, and in no event using less than reasonable care; and (ii) not use Confidential Information of the Disclosing Party except to the extent necessary to exercise its rights or fulfill its obligations under the Agreement. To the extent necessary under the Agreement, the Receiving Party may disclose the Confidential Information of the Disclosing Party to the Receiving Party's employees or contractors who are bound by written obligations of confidentiality and non-use and non -disclosure restrictions at least as protective as those set forth herein. In the event of a court order or government regulation compelling disclosure of any Confidential Information, the Receiving Party shall provide the Disclosing Party with prompt written notice thereof, and shall reasonably cooperate with the Disclosing Party to seek confidential or other protective treatment. Each party's obligations set forth in this Section 5 shall remain in effect during the term and three (3) years after termination of the Agreement. The Receiving Party shall promptly return to the Disclosing Party or destroy (with certification of such destruction provided by the Receiving Party upon request) all Confidential Information of the Disclosing Party in its possession or control upon request from the Disclosing Party. Provisions for the return of Customer Data are set forth in Section 7.3 (Return of Customer Data). 6. LIMITATIONS OF LIABILITY AND DAMAGES 6.1. LIMITATIONS OF LIABILITY. TO THE EXTENT PERMITTED BY LAW, THE TOTAL, CUMULATIVE LIABILITY OF EACH PARTY ARISING OUT OF OR RELATED TO The AGREEMENT OR THE SERVICES PROVIDED HEREUNDER, WHETHER BASED ON CONTRACT, IN TORT OR ANY OTHER LEGAL OR EQUITABLE THEORY, SHALL BE LIMITED TO THE AMOUNTS PAID BY CUSTOMER FOR THE SERVICE GIVING RISE TO THE CLAIM DURING THE SERVICENOw PROPR ETARY AND CONFIDENTIAL Page 3 (version 10/21//2014) Agreement No. 7434 r v" SERVICENOw EXPRESS GENERAL TERMS AND CONDITIONS TWELVE (12) MONTH PERIOD PRECEDING THE FIRST EVENT GIVING RISE TO LIABILITY. THE EXISTENCE OF MORE THAN ONE CLAIM SHALL NOT ENLARGE THIS LIMIT. THE FOREGOING LIMITATION OF LIABILITY SHALL NOT APPLY TO: (1) BODILY INJURY OR DEATH; (2) INFRINGEMENT BY A PARTY OF THE OTHER PARTY'S INTELLECTUAL PROPERTY RIGHTS; AND (3) CUSTOMER'S OBLIGATION TO PAY AMOUNTS OWED FOR SERVICES PROVIDED HEREUNDER. 6.2. EXCLUSION OF DAMAGES. TO THE EXTENT PERMITTED BY LAW, NEITHER SERVICENOW NOR CUSTOMER SHALL BE LIABLE TO THE OTHER OR ANY THIRD PARTY FOR LOST PROFITS (WHETHER DIRECT OR INDIRECT) OR LOSS OF USE OR DATA, COVER, SUBSTITUTE GOODS OR SERVICES, OR FOR INCIDENTAL, CONSEQUENTIAL, PUNITIVE, SPECIAL OR EXEMPLARY DAMAGES (INCLUDING DAMAGE TO BUSINESS, REPUTATION OR GOODWILL), OR INDIRECT DAMAGES OF ANY TYPE HOWEVER CAUSED, WHETHER BY BREACH OF WARRANTY, BREACH OF CONTRACT, IN TORT OR ANY OTHER LEGAL OR EQUITABLE CAUSE OF ACTION EVEN IF SUCH PARTY HAS BEEN ADVISED OF SUCH DAMAGES IN ADVANCE OR IF SUCH DAMAGES WERE FORESEEABLE. THE FOREGOING EXCLUSIONS SHALL NOT APPLY TO: (1) BODILY INJURY OR DEATH; AND (2) INFRINGEMENT BY A PARTY OF THE OTHER PARTY'S INTELLECTUAL PROPERTY RIGHTS. TERM AND TERMINATION 7.1. TERM AND TERMINATION. The Agreement continues until terminated in accordance with its terms. Each party may terminate the Agreement in its entirety either: (i) upon thirty (30) days' prior written notice to the other party, if at the time such notice is served there are no Order Forms in effect; or (ii) upon written notice if the other party becomes the subject of a petition in bankruptcy or any proceeding related to its insolvency, receivership or liquidation, in any jurisdiction, that is not dismissed within sixty (60) days of its commencement or an assignment for the benefit of creditors. Either party may terminate a Subscription Service or Professional Services effective immediately upon written notice if the other party materially breaches a material obligation under the Agreement or the applicable Order Form for the affected service and does not cure the breach within thirty (30) days after receiving written notice thereof from the non -breaching party. Professional Services are separately ordered from the Subscription Service, and are not required for the Subscription Service. A breach by a party of its obligations with respect to Professional Services shall not by itself constitute a breach by that party of its obligations with respect to the Subscription Service even if the services are enumerated in the same Order Form. 7.2. EFFECT OF TERMINATION OF SERVICE,. Upon expiration or other termination of the Subscription Service for any reason, Customer shall stop using, and ServiceNow shall stop providing, the terminated Subscription Service. (a) If the Subscription Service is terminated by Customer due to ServiceNow's breach, then ServiceNow shall refund to Customer, within thirty (30) days after the effective date of termination, all prepaid fees for the remaining portion of the Subscription Term for the terminated Subscription Service after the effective date of termination. (b) If Professional Service is terminated by Customer due to ServiceNow's breach, then ServiceNow shall refund to Customer, within thirty (30) days after the effective date of termination, any prepaid amounts for unperformed Professional Service. (c) If the Subscription Service is terminated by ServiceNow due to Customer's breach, then Customer shall pay to ServiceNow, within thirty (30) days after the effective date of termination, fees for the terminated Subscription Service that would have been payable for the remainder of the Subscription Term after the effective date of termination. (d) Upon expiration or other termination of the Subscription Service for any reason, Customer shall be eligible to request the return of Customer Data in accordance with Section 7.3 (Return of Customer Data). 7.3. RETURN OF CUSTOMER DATA. Following the end of the Subscription Term, where Customer has not renewed, Customer shall have forty-five (45) days to request a copy of the Customer Data from ServiceNow; and, if requested, ServiceNow shall use commercially reasonable efforts to provide a copy of that data within fifteen (15) days in a mutually agreed upon, commercially standard format at no cost to Customer unless ServiceNow determines in its reasonable discretion that the data output is not routine, in which case the parties shall mutually agree on a statement of work for professional services. After such forty-five (45) day period, ServiceNow shall have no obligation to maintain or provide any Customer Data and shall thereafter, unless legally prohibited, have the right to delete all Customer Data in its systems or otherwise in its possession or under its control and delete Customer's instances of the Subscription Service. 7.4. SURVIVAL. Upon termination of the Agreement for any reason, Customer shall pay all amounts owed hereunder. Sections 3.5 (Ownership), 3.6 (Restrictions), and 5 (Confidentiality and Non -Use Restrictions) through 8 (General Provisions) of these General Terms and Conditions, together with any other provision required for their construction or enforcement, shall survive termination of the Agreement for any reason. 8. GENERAL PROVISIONS 8.1. ASSIGNMENT. Neither party may assign its rights or obligations, whether by operation of law or otherwise, without the prior written consent of the other party. Notwithstanding the foregoing, either party may, upon notice and without the other party's consent: (i) in connection with a merger, reorganization or sale of all or substantially all of the assets or equity SERVICENow PROPR ETARY AND CONFIDENTIAL Page 4 (version 10/21//2014) Agreement No. 7434 servicenow, SERVICENOw EXPRESS GENERAL TERMS AND CONDITIONS of such party, assign the Agreement in its entirety to such party's successor; and (ii) assign the Agreement in its entirety to any company, partnership or other legal entity which from time to time directly or indirectly controls, is controlled by or is under the common control with such party. Any attempted or purported assignment in violation of this Section 8.1 will be null and void. Subject to the foregoing, the Agreement shall bind and inure to the benefit of the parties, their respective successors and permitted assigns. 8.2. NOTICE. Except as otherwise provided herein, all notices shall be in writing and deemed given upon: (i) personal delivery; (ii) when received by the addressee if sent by a nationally recognized overnight courier (receipt requested); (iii) the second business day after mailing; or (iv) the first business day after sending by email, except that email shall not be sufficient for notices regarding a Claim. Notices shall be sent to the parties as set forth on the Order Form or as otherwise agreed to by the parties in writing. 8.3. EXPORT CQMPI-IhANCE. Each party shall comply with United States and foreign export control laws and regulations. Customer acknowledges that the Subscription Service, Professional Services, Software and Documentation are subject to the U.S. Export Administration Regulations (the "EAR') and that Customer shall comply with the EAR. Without limiting the foregoing, Customer represents and warrants that: (i) Customer is not located in, and shall not use the Subscription Service, Professional Services, Software and Documentation from, any country that is subject to U.S. export restrictions (currently including, but not necessarily limited to, Cuba, Iran, North Korea, Sudan and Syria); (ii) Customer shall not use the Subscription Service, Professional Services, Software and Documentation in the design, development or production of nuclear, chemical or biological weapons, or rocket systems, space launch vehicles, sounding rockets or unmanned air vehicle systems; and (iii) Customer is not prohibited from participating in the U.S. export transactions by any federal agency of the U.S. government. In addition, Customer is responsible for complying with any local laws which may impact Customer's right to import, export or use the Subscription Service, Professional Services, Software and Documentation. 8.4. FORCE MAJEURE. No party shall be liable or responsible to the other party, nor be deemed to have defaulted under or breached the Agreement, for any failure or delay in fulfilling or performing any term of the Agreement, when and to the extent such failure or delay is caused by or results from acts beyond the affected party's reasonable control, including without limitation: strikes, lock -outs or other industrial disputes (whether involving its own workforce or a third party's), trespassing, sabotage, theft or other criminal acts, failure of energy sources or transport network, acts of God, war, terrorism, riot, civil commotion, interference by civil or military authorities, national or international calamity, armed conflict, malicious damage, breakdown of plant or machinery, nuclear, chemical or biological contamination, explosions, collapse of building structures, fires, floods, storms, earthquakes, epidemics or similar events, natural disasters or extreme adverse weather conditions (each a "Force Majeure Event'). The party suffering a Force Majeure Event shall use reasonable efforts to mitigate against the effects of such Force Majeure Event. 8.5. US GOVERNMENT RIGHTS. All ServiceNow software is commercial computer software and all services are commercial items. "Commercial computer software" has the meaning set forth in Federal Acquisition Regulation ("FAR') 2.101 for civilian agency purchases and the Department of Defense ("DOD") FAR Supplement ("DFARS') 252.227-7014(a)(1) for defense agency purchases. If the software is licensed or the services are acquired by or on behalf of a civilian agency, ServiceNow provides the commercial computer software and/or commercial computer software documentation and other technical data subject to the terms of the Agreement as required in FAR 12.212 (Computer Software) and FAR 12.211 (Technical Data) and their successors. If the software is licensed or the services are acquired by or on behalf of any agency within the DOD, ServiceNow provides the commercial computer software and/or commercial computer software documentation and other technical data subject to the terms of the Agreement as specified in DFARS 227.7202-3 and its successors. Only if this is a DOD prime contract or DOD subcontract, the Government acquires additional rights in technical data as set forth in DFARS 252.227-7015. This U.S. Government Rights clause is in lieu of, and supersedes, any other FAR, DFARS or other clause or provision that addresses Government rights in computer software or technical data. 8.6. ENTIRETY. Customer acknowledges that it has not relied on any statement, promise or representation made or given by or on behalf of ServiceNow which is not set out in the Agreement. Customer's order is not contingent on, and Customer has not relied on, the delivery of any future functionality regardless of any verbal or written communication about ServiceNow's future plans. The Agreement supersedes all prior or contemporaneous oral or written agreement, representations and negotiations, including, but not limited to, any terms contained in Customer's purchase order. 8.7. WAIVER ANC) AMENDMENT. A waiver of any right is only effective if it is in writing and only against the party who signed such writing and for the circumstances given. Any modification of the Agreement, an Order Form, the Product Overview, the Subscription Service Guide, a SOW or a Service Description must be in writing and signed by authorized representatives of both parties. 8.8. RELATIONaHIP OF THE PARTIES. The parties are independent contractors. Nothing in the Agreement shall be construed to create a partnership, joint venture or agency relationship. Neither party shall have any right or authority SERVICENOw PROPR ETARY AND CONFIDENTIAL Page 5 (version 10/21//2014) Agreement No. 7434 SERVICENow EXPRESS GENERAL TERMS AND CONDITIONS to assume or create any obligation of any kind expressed or implied in the name of or on behalf of the other party. ServiceNow may at any time subcontract or delegate in any manner any or all of its obligations under the Agreement to any third party or agent. 8.9. GGVEBNIN LAW- VENLII TIME E OR BRfINGING ACTION. The Agreement shall be governed by, subject to, and interpreted in accordance with the laws of the state of California, United States of America, if Customer is located in Canada, United States or Mexico, and the laws of England if Customer is located elsewhere. If Customer is located in Canada, United State or Mexico, the parties hereby irrevocably consent to the nonexclusive jurisdiction of, and venue in, any federal or state court of competent jurisdiction located in San Diego, California, or New York, New York, for the purposes of adjudicating any action or proceeding to enforce the terms of the Agreement. If Customer is located elsewhere, then any dispute arising under the Agreement shall be finally settled by binding arbitration in London, England.. Such arbitration shall be conducted in English in accordance with the rules of the International Chamber of Commerce by one (1) arbitrator appointed in accordance with such rules. The arbitrator shall allow such discovery as is appropriate in accomplishing a fair, speedy, and cost-effective resolution of the dispute, and shall be expressly empowered to issue appropriate injunctive. relief. The award of arbitration shall be final and binding upon bath, parties, and judgment on the award rendered by the arbitrator may be entered in any court having jurisdiction thereof. Any monetary award shall be payable in United States dollars. To the extent permitted by law, choice of law rules and the United Nations Convention on Contracts for the I'nternationati Sate of Goods shall not apply. No cause of action arising hereunder or relating hereto may be brought more than one (1) year after it first accrues. The prevailing party in an action to enforce the Agreement shall be entitled to costs of bringing the claim and reasonable attorneys' and experts' fees and expenses. Notwithstanding the foregoing, either party may at any time seek and obtain appropriate legal or equitable relief in any court of competent jurisdiction for claims regarding such party's intellectual propertyrights. 8.10. CONSTRUCTION. The Subscription Service and Professional Services shall be provided in the English language unless agreed otherwise. The parties confirm that they have requested that the Agreement and all related documents be drafted in English at the express wishes of the parties. Les parties ont exige que le present contrat et ServiceNow Ies documents connexes soient rediges en anglais selon la volonte expresse des parties. Capitalized terms not defined herein shall have the meaning set forth or referenced in the Subscription Service Guide. Section headings are for convenience only and are not to be used in interpreting the Agreement. SERVICENow PROPR ETARY AND CONFIDENTIAL Page 6 (version 10/21//2014) Agreement No. 7434 v � , SERVICENOw EXPRESS SUBSCRIPTION SERVICE GU DE SUBSCRIPTION SERVICE GUIDE Capitalized terms not defined herein shall have the meaning set forth in the Express General Terms and Conditions or Subscription Service Agreement. 1. CUSTOMER OPERATION OF SUBSCRIPTION SERVICE 1.1. PA SS'4/ki'ORDS AND USER NAMES. Customer shall: (a) protect the names and passwords of users of the Subscription Service and prevent and notify ServiceNow of unauthorized use of the Subscription Service; (b) appoint up to five (5) designated support contacts for purposes of contacting ServiceNow support regarding questions and/or technical issues ("Authorized Customer Support Contacts') and ensure that the Authorized Customer Support Contacts' information is current in the ServiceNow support portal; (c) be responsible for the lawfulness of, and results obtained from, all Customer Data submitted by users to the Subscription Service and each user's acts and omissions; and (d) use the Subscription Service only in accordance with the Documentation. 1.2. ACCESS CONTROL. ServiceNow provides the technical architecture that permits Customer to use and process Customer Data in the Subscription Service. This architecture includes an access control list engine. Customer shall be responsible for using the access control list engine for protecting all Personal Data. Customer shall ensure that access to and use of Subscription Service is restricted to only users authorized by Customer. Customer shall be responsible for ensuring all such users maintain the security of any passwords, usemames and other forms of authentication to the Subscription Service. A username and password must be uniquely assigned to a specific person and may not be shared by multiple persons at any one time or transferred. "Personal Data" means information identifying a natural person; an identifiable natural person is someone who can be identified, directly or indirectly, in particular by reference to an identification number or to one or more factors specific to his or her physical, physiological, mental, financial, cultural or social identity. 2. SECURITY PROGRAM; EXCEPTIONS ServiceNow shall maintain a security program ("Security Program' that includes industry standard practices designed to protect Customer Data from unauthorized access, use, disclosure, alteration, distribution and destruction. Notwithstanding anything to the contrary in this Agreement, the Security Program apply only to those systems, networks, network devices, facilities and components over which ServiceNow exercises control. The Security Program does not apply to: (i) information shared with ServiceNow that is not Customer Data; (ii) Customer Data in transit over the Internet, Customer's virtual private network (VPN), or another third party network; (iii) any Customer Data processed by Customer or its users in violation of this Agreement; or (iv) any part of the Subscription Service that is not hosted by ServiceNow. 3. UPGRADES 3.1. UPGRADES. "Upgrades" are ServiceNow's releases of the Subscription Service for repairs, enhancements or new features applied by ServiceNow to Customer's instances of the Subscription Service at no additional fee during the Subscription Term. ServiceNow has the discretion to provide new functionality either: (i) as an Upgrade, or (ii) as different software or service for a separate fee. ServiceNow determines whether and when to develop, release and apply any Upgrade to Customer's instances of the Subscription Service. 3.2. MAINTENANCE. ServiceNow shall use reasonable efforts to give Customer ten (10) days' notice of any service maintenance to the infrastructure network, hardware or software used by ServiceNow to operate and deliver the Subscription Service if ServiceNow, in its reasonable judgment, believes that such cloud infrastructure maintenance will impact Customer's use of its production instances of the Subscription Service. ServiceNow will use reasonable efforts to limit the Maintenance Time (as defined below) to no more than two (2) hours per month. Notwithstanding the foregoing, ServiceNow may provide Customer with a shorter or no notice period of service maintenance if necessary, in the reasonable judgment of ServiceNow, to maintain the availability, security, stability or performance of the Subscription Service. 4. SUPPORT During the Subscription Term, ServiceNow shall use reasonable efforts to resolve Defects in the Subscription Service (" Supports. A "Defect' means a problem causing the Subscription Service to not conform to the Product Overview. Customer may request Support for a Defect at the online portal http ://hi.servi now.com or any successor site. A Defect will be assigned a priority level asfollows: SERVICENow PROPR ETARY AND CONFIDENTIAL Page 1 (version 10/21//2014) Agreement No. 7434 SERVICENow EXPRESS SUBSCRIPTION SERVICE GU DE • A Priority Level 1 Defect is any Defect that causes Customer's instance(s) of the Subscription Service to be not Available (as defined below). • A Priority Level 2 Defect is any Defect that causes a mission critical function of the Subscription Service to fail. • A Priority Level 3 Defect is any Defect that significantly impedes work or progress. • A Priority Level 4 Defect is any Defect that does not significantly impede work or progress. Upon notification by Customer of a Defect, ServiceNow shall, in all instances, target an initial response (the "Initial Response") within the timeframes set forth in the Support Table, as measured from the time that Customer notifies ServiceNow. The initial response from ServiceNow shall include, as applicable and without limitation: (i) ServiceNow's acknowledgment or notification to Customer of such Defect, and (ii) the classification of such Defect as a Priority Level 1, 2, 3 or 4. SUPPORT TABLE ......... Response_..� ......__ Priority ....... Level Target Initial .. ........ _ ....... ......... 1 30 minutes; at all times 2 2 hours; at all times _..._.. ............ .... g Within 1 business day 4 Varies Support does not include: implementation services; configuration services; integration services; customization services or other custom software development; support for modifications of the Subscription Service by any person other than ServiceNow or a person acting at ServiceNow's direction; training or "how-to"; assistance with administrative functions; professional services; corrections of immaterial Defects or Defects that have a viable workaround; or corrections that will degrade the Subscription Service. S. SERVICE LEVEL OBJECTIVE 5.1. DEFINITIONS. (a) "Available" means that the Subscription Service can be accessed by authorized users. (b) "Excused Downtime": means (i) Maintenance Time of up to two (2) hours per month; and (ii) any time the Subscription Service is not Available due to circumstances beyond ServiceNow's control, including without limitation modifications of the Subscription Service by any person other than ServiceNow or a person acting at ServiceNow's direction, a Force Majeure Event, general Internet outages, failure of Customer's infrastructure or connectivity (including without limitation, direct connectivity and virtual private network (VPN) connectivity to the Subscription Service), computer and telecommunications failures and delays not within ServiceNow's control, and network intrusions or denial -of -service or other criminal attacks. M "Maintenance Time" means the time the Subscription Service is not Available due to service maintenance. (d) "Availability Service Level Objective" means the percentage of total time during which Customer's production instances of the Subscription Service are Available during a calendar month, excluding Excused Downtime. 5.2. AVAILABLITY. ServiceNow shall use reasonable efforts to provide an Availability Service Level Objective of 99.8% over any calendar month. There is no service credit offered for a failure to meet this Availability Service Level Objective. SERVICENOw PROPR ETARY AND CONFIDENTIAL Page 2 (version 10/21//2014) Agreement No. 7434 SCHEDULE A TERMS AND CONDITIONS TO VIRTRU PRO SUBSCRIPTION AGREEMENT 1. DEFINITIONS For purposes of this Agreement, the following terms shall have the following meanings: 1.1 "Derivative Work" shall mean a new or modified work that is based on or derived from a preexisting work, including, without limitation, a work that, in the absence of a license, would infringe the copyright in such preexisting work or that uses trade secrets or other proprietary information with respect to such preexisting work. 1.2 "Materials" shall mean the Virtru Pro software (including any object code, executable files, or browser plug -ins) or materials related thereto provided by Virtru to Customer hereunder, including, without limitation, any software downloaded from Virtru's website or from the Virtru Pro Services; any related materials and documentation therefor; and any modifications, error corrections, bug fixes, new releases, enhanced functionality (including platform integration features not generally available to non-commercial users of Virtru's software) or other updates thereto that may be provided hereunder by Virtru to Customer during the term of this Agreement. 1.3 "Third Party Services" shall mean any services used in connection with the Materials that are hosted by a party other than Virtru or Licensee. 1.4 "Virtru Pro Services" shall mean the Virtru hosted services made available by Virtru to Customer in connection with the Materials. 2. RIGHTS IN MATERIALS AND TO USE SERVICE 2.1 Grant of Rights. Subject to the terms and conditions of this Agreement, Virtru (a) hereby grants to Customer a restricted, non-exclusive, nontransferable, nonsublicensable, royalty -free (except as set forth in Section 2.3), revocable right to use, during the term of this Agreement and in accordance with the documentation provided by Virtru, the Materials (the "License"), and (b) Virtru will make the Virtru Pro Services available to Customer pursuant to this Agreement during the term of this Agreement. Except as set forth in this Section 2.1, no other right or license of any kind is granted 1 by Virtru to Customer hereunder with respect to the Materials or the Virtru Pro Services. Customer acknowledges and agrees that, unless otherwise agreed in writing between the parties, Customer shall be solely responsible for procuring and complying with any license or right to use any Third Party Services, including those offered by Customer's email services provider. 2.2 Restrictions. Customer shall not, without the prior written consent of Virtru: (a) copy all or any portion of the Materials or Virtru Pro Services; (b) decompile, disassemble, scrape or otherwise reverse engineer the Materials, Virtru Pro Services or any portion thereof, or determine or attempt to determine any source code, algorithms, methods or techniques embodied in the Materials or used in the Virtru Pro Services or any portion thereof; (c) modify, translate or create any Derivative Works based upon the Materials or Virtru Pro Services; (d) distribute, disclose, market, rent, lease, assign, sublicense, pledge or otherwise transfer the Materials, in whole or in part, to any third party or export the Materials outside the United States; (e) remove or alter any copyright, trademark, trade name or other proprietary notices, legends, symbols or labels appearing on or in copies of the Materials or the Virtru Pro Services; (f) perform, or release the results of, benchmark tests or other comparisons of the Materials or Virtru Pro Services with other programs or services; (g) transfer the Materials to any computer other than a computer owned by Customer and used by Customer in Customer's operations; (h) permit the Materials or Virtru Pro Services to be used for processing the data of any third party; (i) incorporate the Materials, Virtru Pro Services or any portion thereof into any other program, product or service, or use the Materials or Virtru Pro Services to provide similar services or functionality to third parties; (j) provide any third party with access to the Virtru Pro Services other than as expressly permitted herein or by the Terms of Service (as defined below); (k) use the Materials or Virtru Pro Services for any unlawful or tortious purpose; or (1) use the Materials or Virtru Pro Services for any purpose other than in accordance with the terms and conditions of this Agreement or Virtru's then -current terms of service (available at h JAWyy, rirtru.com/terms-of-service) (the "Terms of Service"). Customer shall ensure that all Customer end users of the Virtru Pro Service and Materials comply with Agreement No. 7434 the terms and conditions of this Agreement. Customer shall be responsible for compliance with this Agreement by each Customer end user and it shall monitor and manage all Customer users in connection with this Agreement. 2.3 Fees; Payment. In consideration of the Virtru's provision of the Virtru Pro Services and Materials, Customer shall make payments to Virtru in accordance with the terms set forth on the cover page of this Agreement. Sales and use tax, VAT, or GST are Customer's sole responsibility, and Customer acknowledges and agrees that all fees are exclusive of all such taxes. 2.4 Seats; Reporting. Customer shall initially be permitted to use the Materials and Virtru Pro Services with respect to the number of seats set forth on the cover page of this Agreement (the "Baseline Seat Count"). Each seat shall be used by one Customer user. During the term of this Agreement, Customer will report to Virtru the total number of users of the Materials and Virtru Pro Services on an annual basis. Such report will be submitted to aalel@..virtrti.com and shall be due thirty (30) days prior to each anniversary of the date of this Agreement (each, a "Reporting Date") based on the actual number of users as of the date thirty (30) days prior to such Reporting Date (each, a "Seat Count Date"). If the actual number of Customer users as of any Seat Count Date is higher than the Baseline Seat Count, Customer will pay the "Subscription Fee per Seat" set forth on the cover page of this Agreement (the "Subscription Fee") for each such additional user for any Renewal Term. 2.5 Adjustment Events. In addition to the annual reporting required under Section 2.4 above, Customer shall report to Virtru any increase of ten percent (10%) or more in the aggregate number of Customer users in excess of the Baseline Seat Count that occurs between Reporting Dates (an "Adjustment Event") and agrees to pay Virtru, within thirty (30) days following any such Adjustment Event, a prorated Subscription Fee for each such additional user for the remaining portion of the applicable term and for any Renewal Term. 2 2.6 Seat Count Audit. At any time during the term of this Agreement, Virtru shall have the right to audit Customer's usage of the Virtru Pro Services and Materials (a "Seat Count Audit"). If the actual number of Customer users as of the date of any Seat Count Audit is higher than the Baseline Seat Count, Customer will pay the "Subscription Fee per Seat" set forth on the cover page of this Agreement for the remaining portion of the applicable term and for any Renewal Term. 3. SUPPORT Virtru will provide support to Customer and its end users through Virtru's generally available online ticketing and support system. Except as expressly provided in Schedule B, which is incorporated herein by reference, in this Section 3 or as may otherwise be provided under a written support agreement entered into by Virtru and Customer, Virtru is under no obligation to support the Materials or Virtru Pro Services in any way, nor to provide any modification, error correction, bug fix, new release or other update (each an "Update") to or for the Materials or Virtru Pro Service. In the event Virtru, in its sole discretion, supplies or makes available any Update to Customer, such Update shall be deemed to be part of the Materials or Virtru Pro Services (as applicable) hereunder and shall be subject to the terms and conditions of this Agreement. 4. PROPRIETARY RIGHTS 4.1 General. As between Virtru and Customer, Virtru retains all right, title and interest, including, without limitation, all patent rights, copyrights, trademarks and trade secrets, in and to the Materials, Virtru Pro Services and any portion thereof, including, without limitation, any copy or Derivative Work of the Materials, Virtru Pro Services or any portion thereof and any Update thereto. Customer agrees to take any action reasonably requested by Virtru to evidence, maintain, enforce or defend the foregoing. Customer shall not take any action to jeopardize, limit or interfere in any manner with Virtru's ownership of and rights with respect to the Materials, Virtru Pro Services or any Derivative Work or Update. Customer shall have only those rights in or to the Materials, Virtru Pro Services and any Derivative Work or Update granted to it pursuant to this Agreement. 4.2 Feedback. Customer and its authorized users may provide suggestions, requests, recommendations and other feedback concerning Customer's use of the Materials and Virtru Pro Services (including, without limitation, any errors or difficulties discovered with respect thereto) (the "Feedback"). Customer agrees that all Feedback shall be the sole Agreement No. 7434 property of Virtru and Virtru may use such Feedback at its discretion without the consent of Customer. 5. PROPRIETARY INFORMATION 5.1 Proprietary Information. Both parties acknowledge that, in the course of this Agreement each may obtain confidential or proprietary information of the other party ("Proprietary Information"). "Proprietary Information" will include, without limitation, (a) the existence of and terms of this Agreement, (b) trade secrets, know-how, inventions (whether or not patentable), techniques, processes, programs (whether in source code or object code form), ideas, algorithms, formulas, schematics, testing procedures, software design and architecture, computer code, documentation, design and functional specifications, product requirements, problem reports, performance information, software documents, hardware, devices, designs, drawings, unpublished patent applications, data, plans, strategies and forecasts, and (c) technical, engineering, manufacturing, product, marketing, servicing, financial, personnel and other information. Virtru's "Proprietary Information" will include, without limitation, the Materials (including all Derivative Works and Updates) and all confidential information related thereto provided by Virtru to Customer in connection with this Agreement. Virtru's Proprietary Information shall, as between Customer and Virtru, belong solely to Virtru, and Customer's Proprietary Information shall, as between Customer and Virtru, belong solely to Customer. 5.2 Use and Disclosure Restrictions. Each party agrees (a) to protect the other party's Proprietary Information from unauthorized dissemination and use; (b) to use the other party's Proprietary Information only for the performance of this Agreement and the exercise of any rights under this Agreement; (c) not to disclose any Proprietary Information, or any part or parts thereof, to any of its employees, agents, contractors or any other individuals except to its employees who are under confidentiality obligations no less restrictive than the requirements of this Section 5; (d) with respect to Customer, not to disclose or otherwise provide to any third party, without the prior written consent of Virtru or as otherwise set forth in a separate written agreement between the parties hereto entered into after the date hereof, as applicable, any of Virtru's Proprietary Information, materials or any data or other information produced, obtained or created by Customer in connection with Customer's use of the Materials, including, without limitation, the existence of this Agreement and the existence and possible applications of the Materials; (e) to undertake whatever action is necessary (or authorize the other party to do so in the name of such party) to prevent 3 or remedy any breach of such party's confidentiality obligations herein set forth or any other unauthorized disclosure of any Proprietary Information by its current or former employees, agents or contractors; and (f) not to remove or destroy any proprietary or confidential legends or markings placed upon or contained within the Proprietary Information provided to such party by the other party. 5.3 Exclusions. The foregoing restrictions on disclosure and use shall not apply with respect to any Proprietary Information that: (a) is or becomes publicly known through no act or omission of the other party; (b) was rightfully known by the receiving party without confidential or proprietary restriction before receipt from the other party, as evidenced by the receiving party's contemporaneous written records; (c) becomes rightfully known to the receiving party without confidential or proprietary restriction from a source other than the disclosing party that does not owe a duty of confidentiality with respect to such Proprietary Information; or (d) is independently developed without the use of the Proprietary Information as evidenced by the receiving party's written records. In addition, a party may use or disclose Proprietary Information to the extent (i) approved in writing by the other party and (ii) a party is legally compelled to disclose such Proprietary Information, provided, however, that prior to any such compelled disclosure, such party shall cooperate fullywith the other party in protecting against any such disclosure and/or obtaining a protective order narrowing the scope of such disclosure and/or use of the Proprietary Information. Further, each party may disclose the terms and conditions of this Agreement: (A) in confidence, to legal counsel; (B) in confidence, to accountants, banks, and financing sources and their advisors; and (C) in connection with the enforcement of this Agreement or any rights hereunder. 5.4 Equitable Relief. Each party agrees that, due to the unique nature of the other party's Proprietary Information, the unauthorized disclosure or use of the other party's Proprietary Information or any other breach of any provision of this Section 5 will cause irreparable harm and significant injury to the other party, the extent of which will be difficult to ascertain and for which there will be no adequate remedy at law. Accordingly, each party agrees that the other party, in addition to any other available remedies, shall have the right to seek an immediate injunction and other equitable relief enjoining any breach or threatened breach of this Section 6 without the necessity of posting any bond or other security. Each party shall notify the other party in writing immediately upon becoming aware of any such breach or threatened breach. Agreement No. 7434 6. No WARRANTY THE MATERIALS AND VIRTRU PRO SERVICES ARE PROVIDED "AS IS" AND VIRTRU DISCLAIMS ALL WARRANTIES AND REPRESENTATIONS, WHETHER EXPRESS OR IMPLIED, RELATING TO THE MATERIALS AND VIRTRU PRO SERVICES, INCLUDING, WITHOUT LIMITATION, ANY WARRANTIES OF DESIGN, MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE OR NONINFRINGEMENT OF THIRD PARTY RIGHTS, OR WARRANTIES ARISING FROM A COURSE OF DEALING, COURSE OF PERFORMANCE, USAGE OR TRADE PRACTICE. VIRTRU DOES NOT GUARANTEE THE ACCURACY OF THE INFORMATION INCLUDED IN, TRANSMITTED THROUGH OR MADE AVAILABLE BY THE MATERIALS OR VIRTRU PRO SERVICES, WHICH MAY INCLUDE INACCURACIES OR ERRORS. VIRTRU DOES NOT GUARANTEE THAT THE MATERIALS OR VIRTRU PRO SERVICES WILL BE UNINTERRUPTED OR ERROR -FREE, THAT BUGS OR MALFUNCTIONS WILL BE CORRECTED OR THAT THE MATERIALS, VIRTRU PRO SERVICES OR VIRTRU'S SERVERS ARE FREE OF HARMFUL COMPONENTS. VIRTRU DOES NOT GUARANTEE THAT THE MATERIALS OR VIRTRU PRO SERVICES ARE ACCURATE, WITHOUT ERROR OR RELIABLE. 7. VIRTRu's ENTIRE LIABILITY TO THE EXTENT ALLOWED BY APPLICABLE LAW AND NOTWITHSTANDING ANY FAILURE OF ESSENTIAL PURPOSE OF ANY LIMITED REMEDY OR LIMITATION OF LIABILITY: (a) IN NO EVENT SHALL VIRTRU OR ITS SUPPLIERS BE LIABLE FOR ANY DAMAGES FOR LOSS OF PROFITS, LOSS OF BUSINESS, LOSS OF USE OR DATA, INADVERTENT DISCLOSURE OF DATA, OR INTERRUPTION OF BUSINESS, OR FOR ANY INDIRECT, SPECIAL, INCIDENTAL OR CONSEQUENTIAL DAMAGES OF ANY KIND OR OTHER ECONOMIC LOSS ARISING FROM OR RELATING TO THIS AGREEMENT OR THE SUBJECT HEREOF, EVEN IF VIRTRU HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES, HOWEVER CAUSED, AND (b) NOTWITHSTANDING ANYTHING IN THIS AGREEMENT TO THE CONTRARY, VIRTRU'S ENTIRE LIABILITY ARISING FROM OR RELATING TO THIS AGREEMENT OR THE SUBJECT HEREOF, UNDER ANY LEGAL THEORY (WHETHER IN CONTRACT, TORT, INDEMNITY OR OTHERWISE), IF ANY, SHALL NOT EXCEED ONE THOUSAND DOLLARS (US$1,000). 8. INDEMNIFICATION Customer shall defend, indemnify and hold Virtru harmless against any loss, liability, damage or cost (including reasonable attorneys' fees) in connection with claims, actions, demands, suits, or proceedings made or brought against Virtru by a third party alleging (a) that any modification or addition to the Materials or Virtru Pro 4 CONFIDENTIAL Services made by or for Customer (other than by Virtru) infringes a copyright, mask work right, trade secret, trademark right or patent of the third party; (b) in combination with any other product or service not provided, specified or recommended in writing by Virtru for use with the Materials or Virtru Pro Services; or (b) with respect to the development, manufacture, marketing, sales, distribution or use of any of the Materials or Virtru Pro Services, including, without limitation, a product liability claim or a claim for breach of any warranty or support obligations. In connection with a claim under this Section 9, Virtru shall: (i) provide Customer with prompt notice of the claim; (ii) permit Customer to control the defense and any settlement of the claim (provided that Customer may not settle any claim unless such settlement unconditionally releases Virtru of all liability in connection with such claim); and (iii) provide cooperation as reasonably requested by Customer (at Customer's expense). 9. TERM AND TERMINATION 9.1 Term. This Agreement shall commence on the Effective Date and, unless sooner terminated pursuant to the terms hereof, shall continue in full force and effect for one (1) year (the "Initial Term"). Thereafter, this Agreement shall automatically renew for successive one (1) year periods (each a "Renewal Term"), unless either party provides the other party with written notice of its intent not to renew at least thirty (30) days prior to the end of the then -current term. The automatic renewal of this Agreement will be for the Baseline Seat Count, as adjusted pursuant to Sections 2.4, 2.5 and/or 2.6, on the same payment terms as set forth on the cover page of this Agreement. 9.2 Termination. Either party may terminate this Agreement immediately upon written notice to the other party if the other party fails to perform any of its duties or obligations hereunder and, except with respect to Customer's breach of Section 2.1 or 2.2, which breach shall not be subject to any cure period, fails to cure such default within thirty (30) days following receipt of written notice from the non -defaulting party specifying the occurrence or existence of the default. Customer shall notify Virtru within twenty-four (24) hours of Customer becoming aware of any breach (other than by Virtru) of the terms and conditions of this Agreement, including, without limitation, Sections 2 and 5. 9.3 Effect of Termination. Upon the expiration or termination of this Agreement, the rights granted to Customer hereunder shall terminate, Customer will cease all use of the Materials, return to Virtru or destroy the Materials in its possession, and, upon Virtru's request, so certify such actions to Virtru. Any costs Agreement No. 7434 incurred in returning or destroying the Materials upon termination shall be borne by Customer. The provisions of Sections 2.2, 4.2, 5, 6, 7, 8, 9.3, and 10 shall survive the expiration or any termination of this Agreement. Termination of this Agreement by either party shall not act as a waiver of any breach of this Agreement and shall not act as a release of either party from any liability for breach of such party's obligations under this Agreement. Neither party shall be liable to the other for damages of any kind solely as a result of terminating this Agreement in accordance with its terms, and termination of this Agreement by a party shall be without prejudice to any other right or remedy of such party under this Agreement or applicable law. 10. GENERAL PROVISIONS 10.1 Notices. Any notice, request, demand or other communication required or permitted hereunder shall be in writing, shall reference this Agreement and shall be deemed to be properly given: (a) when delivered personally; (b) seven (7) days after having been sent by registered or certified mail, return receipt requested, postage prepaid; or (c) two (2) business days after deposit with a private industry express courier, with written confirmation of receipt. All notices shall be sent to the address set forth on the cover page of this Agreement and to the notice of the person executing this Agreement (or to such other address as may be designated by a party by giving written notice to the other party pursuant to this Section 10.1). 10.2 Assignment. This Agreement may not be assigned, in whole or part, whether voluntarily, by operation of law or otherwise, by Customer without the prior written consent of Virtru. Subject to the preceding sentence, the rights and liabilities of the parties hereto shall bind, and inure to the benefit of, their respective assignees and successors and is binding on the parties and their successors and assigns. Any attempted assignment other than in accordance with this Section 10.2 shall be null and void. 10.3 Governing Law, Jurisdiction and Venue. This Agreement is to be construed in accordance with and governed by the internal laws of the Commonwealth of Virginia (but expressly excluding the Uniform Computer Information Transactions Act ("UCITA") as enacted in Virginia) without giving effect to any choice of law rule that would cause the application of the laws of any jurisdiction other than the internal laws of the Commonwealth of Virginia (excluding UCITA) to the rights and duties of the parties. Any legal suit, action or proceeding arising out of or relating to this Agreement shall be commenced in a federal court in the Eastern District of Virginia or in state courts with jurisdiction over 5 CONFIDENTIAL. Fairfax County, Virginia, and each party hereto irrevocably submits to the exclusive jurisdiction and venue of any such court in any such suit, action or proceeding. 10.4 Attorneys' Fees. If any legal action, including, without limitation, an action for arbitration or injunctive relief, is brought relating to this Agreement or the breach hereof, the prevailing party in any final judgment or arbitration award, or the non -dismissing party in the event of a dismissal without prejudice, shall be entitled to the full amount of all reasonable expenses, including all court costs, arbitration fees and actual attorneys' fees paid or incurred in good faith. 10.5 Waiver. The waiver by either party of a breach of or a default under any provision of this Agreement, shall be in writing and shall not be construed as a waiver of any subsequent breach of or default under the same or any other provision of this Agreement, nor shall any delay or omission on the part of either party to exercise or avail itself of any right or remedy that it has or may have hereunder operate as a waiver of any right or remedy. 10.6 Severability. If the application of any provision of this Agreement to any particular facts or circumstances shall be held to be invalid or unenforceable by an arbitration panel or a court of competent jurisdiction, then (a) the validity and enforceability of such provision as applied to any other particular facts or circumstances and the validity of other provisions of this Agreement shall not in any way be affected or impaired thereby and (b) such provision shall be enforced to the maximum extent possible so as to effect the intent of the parties and reformed without further action by the parties to the extent necessary to make such provision valid and enforceable. 10.7 Relationship of the Parties. Nothing contained in this Agreement shall be deemed or construed as creating a joint venture, partnership, agency, employment or fiduciary relationship between the parties. Neither party nor its agents have any authority of any kind to bind the other party in any respect whatsoever, and the relationship of the parties is, and at all times shall continue to be, that of independent contractors. 10.8 Restricted Rights. If Customer is an agency or instrumentality of the United States Government, the Materials are "commercial computer software" and "commercial computer software documentation," and, pursuant to FAR 12.212 or DFARS 227.7202, and their successors, as applicable, use reproduction and disclosure of the Materials are governed by the terms of this Agreement. Agreement No. 7434 10.9 Reference. Customer agrees to serve as a "reference customer" that may be disclosed by Virtru to third parties (including by displaying Customer's name, logo and/or a link to Customer's web site on Virtru's web site) and, upon reasonable notice from Virtru, shall serve as a reference to potential customers, vendors, investors, or other third parties designated by Virtru; provided, however, that Virtru shall provide Customer with reasonable prior notice of its need to have Customer serve as a reference. 10.10 Entire Agreement. This Agreement, any Schedules and any Exhibits attached hereto and incorporated herein by reference, and the Terms of Service constitute the entire agreement between the parties concerning the subject matter hereof and supersede all prior or contemporaneous representations, CoNRIDEINTM discussions, proposals, negotiations, conditions, agreements and communications, whether oral or written, between the parties relating to the subject matter of this Agreement and all past courses of dealing or industry custom. No amendment or modification of any provision of this Agreement shall be effective unless in writing and signed by a duly authorized signatory of each of Virtru and Customer. 10.11 Counterparts and Electronic Signatures. The Parties may execute this Agreement in counterparts, each of which is deemed an original, but all of which together constitute one and the same agreement. This Agreement may be delivered electronically or by facsimile transmission, and the parties hereby agree that any electronic or facsimile signatures hereto are legal, valid and enforceable as originals. Agreement No. 7434 0NFMEiiY nAL SCHEDULE B MAINTENANCE AND SUPPORT SERVICES SCHEDULE 1. DEFINITIONS For purposes of this Schedule, the following term shall have the following meaning: (a) "Support Services" means the delivery of front-end support to Customer's end users by telephone, email or other methods and the training of Customer's end users, in each case relating to the use of the Materials and Virtru Pro Services. 2. SUPPORT SERVICES. Virtru will be responsible for providing Customer's end users with Support Services. Virtru will not be required to provide the Support Services if Customer has failed to pay any amount payable to Virtru under this Agreement and such amount is more than thirty (30) days overdue. 3. UPDATES. Virtru will provide Customer with one copy of each Update made generally available by Virtru to its customers that pay for customer support and maintenance during the term of thisAgreement. 4. SUPPORT HOURS. Virtru will provide the Support Services during Virtru's normal business hours, Monday to Friday, except holidays. Virtru will respond to Customer support inquiries or requests within one business day. Agreement No. 7434 vCloud Air (U.S. and Japan Data Centers] TERMS OF SERVICE Last Updated: November 5, 2014 VMware vCloud Air is an infrastructure as a service offering. By accessing any service offered through VMware VCloud Air (the " Service Offering") you agree to be bound by these terms of service between you and VMware (` Agreement`). If you do not agree to this Agreement, you must not access the Service Offering. An individual accepting this Agreement on behalf of an organization represents and warrants having legal authority to bind that organization. You" means the entity accepting this Agreement. " VMware,"` we," or " us' means VMware, Inc.. a Delaware corporation; to the extent that you are purchasing the Service Offering in the United States, VMware vCloud Service G.K., a company organized and existing under the laws of Japan, to the extent that you are Purchasing the Service Offering in Japan, and VMware International Limited; a companyorganized and existing under the laws of Ireland, to the extent that VOL) are purchasing the Service Offering elsewhere. Capitalized terms used in this Agreement are defined throughout this Agreement and in Section 14. EVALUATION PROGRAM USE. When you access the Service Offering under a VMware evaluation program, you may use the Service Offering only for non -production computing activity. Notwithstanding any other provision in this Agreement, under a VMware evaluation program, we provide the Service Offering "AS -IS" without indemnification, support or warranty of any kind, expressed or implied; and we will not be liable for any damages. Upon termination of the evaluation, you will no longer have access to the Service Offering and Your Content. 1. The Service Offering. 1.1 Generally. This Agreement governs your access and use of the Service Offering. We may deliver the Service Offering to you with the assistance of our affiliates, licensors and providers. Service Level Agreements may apply to the Service Offering. You will comply with all laws, rules and regulations applicable to your use of the Service Offering, and with the Third Party Terms, the Service Description, the Privacy Addendum, and the Support Policy, all of which are incorporated herein by reference. 1.2 Access to the Service Offering. You may access and use the Service Offering solely foryour own benefit and only in accordance with this Agreement. To access the Service Offering, you must register for the Service Offering and set up an authorized account with Login Credentials. You may monitor and manage your Service Offering account via the My VMware Portal available at www.vmware.com/accounts and through the Service Offering Portal available at hftp://vcloud.vmware.com. You most keep confidential your Login Credentials. If you set up an authorized account for an organization, you will require that all authorized users of that account (including anyone providing services to you) keep confidential their Login Credentials. You will keep your registration information accurate, complete and current as long as you use the Service Offering, You are responsible for any use that occurs Under your Login Credentials, including any activities by YOU, or your employees, contractors or agents. If you believe an unauthorized user has gained access to your Login Credentials, you will notify us as soon as possible. Neither we nor ouraffiliates are responsible for any unauthorized access to or use of your account. 1.3 Verifying; Cooperation. We have the right to verify your compliance with this Agreement. Ifwe Agreement No. 7434 seek to verify that compliance, you will provide information or other materials reasonablyrequested by us to assist the verification. We monitor the overall performance and stability of the infrastructure of the Service Offering. You may not block or interfere with that monitoring. If we reasonably believe a problem with the Service Offering may be attributable to Your Content or your use of the Service Offering, you will cooperate with us to identify and resolve the source of thatproblem. 1.4 Additional Terms; Third Party Content. As part of your use of the Service Offering; you may receive access to additional data, content, software or applications subject to separate terms. If so, those separate terms will prevail over this Agreement as to your use of that data, content, software or applications. Third Party Content is available "AS IS" without indemnification or support. and we disclaim all express and implied warranties (including warranties of merchantability, fitness fora particular purpose, and non -infringement). You are responsible for reviewing, accepting, and complying with any third party terms of use or other restrictions applicable to the Third Party Content. Those terms will be available to you through a notification within the Service Offering or in a document available at https://www.vmware.com/files/pdf/support/vmware-vcloud-air-third-party- terms.pdf. It is your responsibility to check the Third Party Terms, which may be modified from time to tirne. We may provide billing and related services associated with the Third Party Content. Wewill not provide any support for the Third Party Content unless otherwise noted in the Third Party Terms. We reserve the right to suspend cr terminate the Third Party Content at any time, but we will use commercially reasonable efforts to provide reasonable notice of that suspension ortermination. 1.5 Early Evaluation/Beta Features. We may identify and make available on an early evaluationor beta basis certain features or functionality within the Service Offering. You must use these features or functionality only for evaluation purposes and for the period that we specify. We providethese features and functions "AS -IS;" without indemnification or support and disclaim all express and implied warranties (including warranties of merchantability, fitness for a particular purpose, and non - infringement). Any early evaluation or beta features or functionality do not constitute an implied commitment to offer to you or anyone these features and functionality as part of the Service Offering on a generally available basis. 1.6 Open Source Software. You may receive open source software when you use the Service Offering and any open Source software distributed to you is made available under the applicable open source license, which can be found at: http://www.vmware.com/download/open_source.html. You may obtain a copy of these licenses and any source code (and modifications) that we are required to make available under these licenses (the " Source Files") at http://www.vmware.com/download/open_source.html or by sending a written request, with your name and address to: VMware, Inc., 3401 Hillview Avenue, Palo Alto, CA 94304, United Statesof America. All written requests rnust clearly specify: Open Source Files Request, Attention: General Counsel. This offer to obtain a copy of the Source Files is valid for three years from the date you last received open source software as part of the Service Offering or last accessed the Service Offering. 2. Data Protection and Security. 2.1 Data Protection. We will process personal data contained in Your Content as set forth in the Privacy Addendum. 2.2 Your Content and Security. You are solely responsible for Your Content. You are responsible for protecting the security of Your Content, including any access you might provide to Your Content by your employees, customers or other third parties, and in transit to and from the Service Offering. The Service Offering provides you with certain software and functionality to help you protectYour Content from unauthorized access. You will take and maintain appropriate security; protection and backup of Your Content. which might include the use of encryption technology to protectYour Content from unauthorized access. You are responsible for providing any necessary notices to your Agreement No. 7434 users and obtaining any legally -required consents from your users concerning their use of the Service Offering. You are solely responsible for complying with any laws or regulations that might apply to Your Content. You are responsible for any losses or other consequences arising from your failure to encrypt or back up Your Content. 3. Acceptable Use. 3.1 General Restrictions. You and those accessing the Service Offering through you may not: (a) resell or sublicense the Service Offering; or (b) use or access the Service Offering: (i) in away prohibited by law, regulation, governmental order or decree: (ii) to violate any rights of others, (iiilto try to gain unauthorized access to, test the vulnerability of, or disrupt the Service Offering orany other service, device, data, account or nehvork: (iv) to spam or distribute malware: (v) in a waythat could harm the Service Offering or impair anyone else s use of it: (vi) in a way intended to work around the Service Offerings technical limitations, recurring fees or usage limits: or (vii) in any application or situation where failure of the Service Offering could lead to the death or serious bodily injury of any person, or to severe physical or environmental damage. You must ensure thatyour users comply with the terms of this Agreement, and you agree that if you become aware of any violation by one of your users, you Will terminate that users access to Your Content immediately. If we have reason to believe that you or your users have breached this Agreement, we orour designated representative may review your use of the Service Offering; including your account, Your Content, and your records, to verify your compliance with this Agreement. 3.2 Content Restrictions. You will take steps to ensure that those accessing any service you provide with the Service Offering do not post content that: (a) may create a risk of harm, loss, physical or mental injury; emotional distress, death, disability, disfigurement, or physical ormental illness to anyone: (b) may create a risk of any other loss or damage to any person or property: (c) may constitute or contribute to a crime or tort; (d) contains any information or content that is illegal, unlawful, harmful, abusive, pornographic, racially or ethnically offensive, defamatory infringing, invasive of personal privacy or publicity rights: harassing, humiliating to other people (publiclyor otherwise), libelous, threatening, or otherwise objectionable; or (e) contains any information or content that you do not have a right to make available under any law or under contractual or fiduciary relationships. You are solely responsible for any software, product or service that a third party licenses, sells or makes available to you that you install or use with the Service Offering. Your use of that software, product or service is governed by separate terms between you and thatthird party. We are not a party to and are not bound by any of those separate terms. You representand warrant that Your Content does not and will not violate any third -party rights, including any Intellectual Property Rights, and rights of publicity and privacy. You will ensure that your use ofthe Service Offering complies at all times with your privacy policies and all applicable laws and regulations; including any encryption requirements. 3.3 Violations of Acceptable Use. If you become aware that any of Your Content or youruser's use of Your Content violates Section 3.1 or 3.2, you will take immediate action to remove the applicable part of Your Content or suspend the end users access. If you fail to do so, we mav ask You to do so. If you fail to comply with our request within twenty-four hours, we may suspend your account or disable access to Your Content until you comply with our request. 3.4 Notification of Infringement Concerns. If you believe that your- copyrighted work has been copied and is accessible on our Service Offering in a way that constitutes copyright infringement, please send a notice to us as further detailed in Section 3 of the Community Terms of Use available at http://www.vmware.com/community_terms.htmi. 4. IP Ownership. Agreement No. 7434 4.1 Ovvmemshipmf SerAce Waring. VVeand our Wensonaown andretAnall hghL Ede and Remo in and to the Service, Offering and any ne|a&ed Wwmre Sofbmana. indudinqi a|Amprovemenbe, enbmnoemenLs, moCjifio"jdona and d�hv��ive works thereof, and eU |nteUe(tua| PropeityRiQhbs flh(_�nsinThis inciudeoany infonmWnUhK weoo||e/t and anm[yv)inconnedmnwith theGen/ioo C)flering, such as usage patterns, user feedback and ofihor infarmehon to impn)ve and evo|veour sofW-ireproducts, ondaE)rvioemoffering&YournghLotouse the SemioeDfFehngare |im|tedlothoee express|l granted in LHs AgreemenL No other riQhba with naSpeoL Lo the ServiCe Ofl[(ring, �nyne|a�ed VMmmre SWRwane, oronyre|abad |nteUedua| Propedy RiQhba areimplied, 12 Onwnemho of Your ContewtYou and yourauthor�zed uoera nmlein aH nght. tiOe and intenastin and to Your ConLeMand all hueUeoLual PropertyRighls iheoe|n, Our rights tua000as, and uoeYour Conientans Wed hoLhome expoeso|y Qmnted 5"hieQnaemenL No otherrights vvith respooitm Your Comtentoreiny ns|ehed |nte|kecAue| Prop()rty Flights onmimp|ied, 4.3, Feedback,VVe w/iU he bee Lo use forany puqpo�e �ny [eedbaoh (auoh �s comments or sug�eetions)Lh��youprovid�housneg�rdin0LheS*rvioeCWeHng�)ouherebygnenthzueanon- exdusivm. perpetua|. irnevocebYo. roye|�^4me. 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VNmoyLerminaheIts AgreemenaWot|mhnmodki&a|yupon sending you an mmai\ notice I (o) you bnaach oy proviaion in Sectimna 3,1 or 3,2� (b) you dn noL reoo|xeflhe undodyingosumereaWtingineouopenAonofymura000untpunsuenLboGec1ionSA (oIwIhan ouapenoiondun hoosubpmena cowl oven oruthernyquectbya|wvenforcement agency)vvithin1O days after your ecoountiasuependelor(o)you oomm|tamQeha|breoohthat cannot beoured, 7.3 Termmhirrafilon for Insolvency VVe mey&arminatethia AQnsementeffieotive immediote|yupon mendingyou anamai|notioeifyou: (o)rerminateorauopendyour buoinesa:(b)beoorneinsolvent, admitinwhbngyour inabi|itytopay yourdebts moUncXmwture.make anaasignmentfor thebenefit ofcnedihora; or(c) become outdooLto oonLrol ofa truMee, receiwerorsimi|arauthmhty orany bankruptcy orinmo|venoy,)nooeeding. T4 ENO of Terordinaflion, Upon flue, toinninadruri of Th Agreement kv any reason (a) all rights gren0ed Ur you undw this AQneemenL incuding your abUib/ to a(,oeSs Une Service [)ffehng.wiU immediate|y0mnninaW and (b)youmumipnompdydiaoonUnueWUuoeo[theSenvioeWhig and debto or deshny any of our CoOdmidal InknWay We WV Not Your Contra Rx- a period 030 Agreement No. 7434 d�ysko|oWngthe effeodwode��ofthe tenninmbon,a|thoughyou v�Ucease tohave access tothe� Service OffehngorYour Content duhngthiopehod, Afterdhe 3Odays, "our Content vviUbeda|eted, Sections 16 (Qpen Source Sufbmans). 3 (Ameptable Use) 4 (|�i:l Ownership), 5 ([}rder.Oe|immry, Payment and Toxem). 7 (kmm and Temninadon). S ([Aso|eimer), 11 (Limitabon ofL|obUity),12 (Conddenhe| |nfonmadon). 13 (Genera|), and 14 (Dehnlons), mjU survive the termination of this AgosemmnLTenminaUonoftie SemioeOffehng(except hotheexban�that the8anninadonis permiUedundmr SeoUon1213ofAds A0/eamento/SeoUonB1ofKe Service Deeoripi|on)a/i||nnl enbheyou Loany ns[unds'credibs.oroxohmngea.and you w/D|ber|iab|efor aUnionth|ybiUingfees for the remaknkerofLhe SubacripUmn Temn after bsnminadont as well as all usage and od erhses incumedopUzUnehemnhadondate. �'Supportand Subscr�ptionSemv�ces.VVhn en�pp|ioab|m.mdsut�ectkzthebanns()fUnia 4gnsmment.wexviQpnovidebzyoumuppo1f-tfor Uhe Service Cfedng|naccordaincewith the Usmns spedNed V Um SqVol PdOl We mAlrmt proide support to any and users of YourConterd, 9'MIc[akmer.TOTHEMAXIMUM EXTEVTPERIVI|TTEDBYAPPL<CABLELAVV.VVEANi:)OUR L>CENS[)RSAND SERV|CEPR[}V|OERSO|SCLA|kilALLVVARRANT|ES,VVHETHE�REXP�ESS |K4PL|ED.{]R STATUTORY |NCLUO|NG ANY |MPUEDVV=RANT|ES[]FMERCHAWTA�[3|L|TY AINDF|TNESSFOR /\P/4TT|CLJLARPURPOSE, T|TLE.NON -|NF�[-RNJGEMENTAND ANY VVARRAWT|ESAR|S|NGFROyWCOURSE C]FDEALING CNRCOURSE OFPERFORMANCE REGARDING OR RELAT|N(.;TOTHE SERVICE CJFFERNG(NRANY VIATEB|/\LSORSERV|CES FURN|SHED C}RPR[JV|f".)E)T[}YOU U00ERTH|S/\GREEMENYVVEAND OUR LICENSORS AND SERVICE PR[)V|DERSOONOT WARRANT THAT THE SERV|CE[>FFER�NGVV|LLBE UNNTERRUPTEOOf? FREE FRI[}M DEFECTS CAR THAT THE 0FFE:-Z|NGVV|LLVIEET (Q�R 6 DES�GNE�TOT)YQUF�BUS/WESBS. 10. iodennmdfhcatimm. f0.1 Umdenmmffica1Wnby CaMmrmerYou vviDdefend and indemnifyusagainsLanythird party daim ErNingQonorre|abngLoy(a)YonrContent (b)anyinfringem�ntormiaappropriabonof�ny 4nksUectuo|PropertyRQhbabyyou.your nusbzmens.your end users oryoursuNphena:(c)0o|efionof |evv by you� (d) your use of the Service Ohehng (ioduding any eotvides underymuraccount and any uae by your emp|oyees, penaonne| or end uaaro) in vio|adon of the Agoeemenl. or (e) your usoof anyThirdPriirtyConhant�VVev�U(a)pro&deyou with nodoeofthodaimvvidhinareaeonaNepehod ofdmn aRer|mamhgofU7e claim; and (b)reasonab|ycooperate inresponse Loyour requests for ossiatmnoe.You may not seWeoroompromhe any indemnifiedo|aimvviLhoutour phorahtten consent, 10.2 ��Defemse aindKndenmmiNcation. Sub/eoLUathemamainderofids Quhon1U. wem/iUdefend you againston InfringementOaim and indemnly you hom the resuiting mo,;,to and damageafn�Uy avvardedagainst you LoMat thiodparty byaoounmfoompelhintjuhadioUonmregnaedtoin sE �b|emenLYoum/iU(a}pnuvideuovviLhnobceofany |nfhngement�|eimv�thinanaasoneb|epehod Of time aftE»(|eaminQ of it: (b) eUom/ us so|a con�o| overthe ohAm! d*fenae and aai|ament eod(o) nsaaonab|y000panabainrespmnoebaour naque.stsfor askiobanoe.You may noLseMeomonprom|ae any |nhingemcntC|e|maViouLour priorvvrMencmnoanL 1 M3 Renmedlem.|fthe SemiueQ0hngbmoomea.ornouropinionin|ike|yUz�,occomm.the outjectof an |nMinjementC|oim=vviU at our and expense either (e) ProounsLhe hghto nooesaaryhrr youtokeepuaingthe 3er0ceOffering: (b)modlyornap|ace %Sen/ioe[)ReAng0omake iLnon- infrinqing� or (o) �ernxnahe this Agreement and rdund any pma-pAd Nos for the Somme(��eringpro- r,abad hzriLs nmmaining Termr I M4ExoUmshns,VVevv0have noob|kJabonunder UhieSeolon1Oormdewhevvithnespec Lmany Agreement No. 7434 dejmbased onc0)aoomWnedonof\UMwareSo%anavxd7non- VK�vareproduCtoorcontent inc�ud|ng YourCon&ant 'b) use of the Sendce Cfhhng fora purpose or in a rmanner notopeoifiedin thioAgmemrnmntortheSenjoeDesahphwn|(o)any mnddicaUmntoLho Semine00hn,madexvidhout ourexprens nwhttonapprovekor (d)enySemimaOffrxhngpi,c\id(,doneno ohorg1)ba&&TUs SeoLion1OsUbeoyour emdulveremmdyforany infMnQementactions mro|mimo. YY. Urmitaflon ofJab[Ufty. 11A Generaflhy. T3THIE MAX|KJUIMEXTENT PERMITTED BYLXVV.|NNCJEVEN TVV�LL8VE(DR OURL|CENSORSGR SERV|CEPROVIDERS BEL|ABLEFOR ANY L[)STPROFus0R BUSNESSOPPORTUmT|ES.LOSS OFUSEDFTIME SERVICE CWFERM[E.LOSS C}F REVENUE LOSS[}FGOODVV|LL.BU&NESS INTERRUPTION, LOSS [)FDAT&.ORANY INDIRECT, SPEC�AL|NC|DEN FAL,OF, CONSEC3UENlALDAMAGES UNOERIANYTHE()R�'OF L|AB|L|Tf.VVHETHERBASED|idCC]NTTR4CT,TC0T,NEGLIGENCE, PRC}OUCTL|/\B|L|TY.{}R OTHERVV|SE.l\JADE00N.OUR itNOOUR LN3ENSORS'ANOSERVICE PROV0ERS' L|AB|L|TYUNDERTH|SAGREE&8ENTVV|LLNC}T.|NANYEVEWT.REGARDLESSOFVVHETHER THE CLA|M|S BASED |WC[}INTRACT.TC3RT.STR|CTL|/\B|L|TY,OR{]TNERO/|SE.EXCEE[.:) THEGREATER(.}F:(A)THEAGC3'REGATEFEES PAU(DR PAYABLE TOUSFOR YOUR ACCESS TDAND USE OFTHE SERVICE OFFERING Y�\]THETVVELyE(12)MC}�NTHSP�F,,�[]RTD THEEVENT G|V|N(]RISE TOYOUR CLA|Kl.OR(B)$5.00OUBD(OR -THE E[}U|VALENT|N LOCAL CURRENCY! REGARDLESS C}FVVHETHERVVEOROUR L|CENS[}RS[)R &E�RV|CE PROVIDERS HAVE BEENADVISED [}FTHE PC}SS0LITYC>FTHOSE DANlA(,�ESAN[) REGARDLESS OFyVHETHER ANY REMEDY FATS {]F|TSESSENT|ALPURP{JSEAHESE =ATC)NBOF LJAB|L|TY|M THIS SEC-1 ON 11j VV|LLNOT/\PPL`yT{](A)VMVVARE'S |NDEKHN|F|CAT|(]N[}BL|GA TlCJNBUNDER TH|3/lGREEKTENT{JR(B)ANY L|/\B|LdTYVVH0H MAY NOTBEEXCLUDED BYAPPLJCABLELAVV, I t2FmdllerLkmhtmtioms.(]ur|icenaonsand samke providenswi||have no|iabiUtyofany kindunder this Agnaeme,You may noLbring ecWhiun4erLhiaAgnaementmonaban eighhaen 08)mmntha aRwrAhecause ofaobonaheea, 12. ConhdenUal [mfmrnnaHon. '12 1 IDrot(��cflon.A party mayune Cmlldwnbe| |nforn�odon of�he0herparly so|rfly to exe|rriaeita rightaand peifornitsob|ighdonaunderNis Agreementorosoihamv|mepermi�edunderUhia /\greemeKEach padywill d|mo|oseM�eCongdenUo||nformoUonoftheothmrpnyon|ytoLhc, wmp|oyee&. aerv|oe proviclers oroonboMore of Me nedpieni parlysho h�ve a need tm knovvUhE., Conhidend4|nformaUonfor purpoeeaoNhK Agreementand w/hoareunderadutyQ>onfidenUdih/ no|eaareaMcUxe than each pmy'edulhereundor,Each par�:ym/iUusereeamnoNecam uoproipc�, tecon[idendeNymfteoterparty'sConfidenha||nform�bon, lZ2 Excqghns.Thenaoiphnt'soNigatiunaunderSection12.1vvidhneoiX)ottoany{Aonfidentie| information siUternnina0a if the reoipienLoan Show bym/lntten reoorda the informadon. a|naady known to the reoip|entmtthe time ofdimo|omune bythe o�herpooiy� (b) vvaa UhsdoSed hothe reoipientbyathirdply whohad theright bomake the discoourewithout any non[idenUa|ity nanMdionx (�) ia, or through no fau|tof die maoiphnihao bemzrno. QeneraUy amsi|ab|e tm d7epub|io: or(d)was inkependonMydeno|oped by the rec[lenlwU outaocesahon oruse of. dia000ero CoNdenbm||nfonmadon.TherecipWnLRoy dimobseCmnfldentia|Information toHheoutentam, diso|oaureienaguiredbyWin ornalu|edon,ThemacipientvviUpellrt),,nodne.vvhen jonscdoeb|e, and vvU Iake reasoneb|e ahpa to conbaot and |imit the same of any nequineddisdmmune. Agreement No. 7434 13A Ass ignnment.Youmay not ask gnorbynsferthisAqnser ent.inwho|morinpart.byopensUonof |aWmrothE�rWisC.ov|thoutour priorvvraenconaen.Any a Remy hedask gnmentorVanofervuiWut th�)toon�:�f,'ntvviUbevoki,Gur)�ec±tmtheso,|imiba.thioA4nsemenLvviUbind andinurekothe ben��tof theparties enddheirrespeo1iveounceemonsand aasigno� 132 hmtice&Any nodoede|ivanedbyuotoyou underWimAgnaenlentvviUbedeUver(dbyemai|ho dheemMaddress asmmdetedv�UhyouracmuntorbypoaiingmnWar Lhe Sen/keOKerngFWAor Me MyVMsare MANi eXoeptos othenmioe set&zdh in NsAgneememL P|eaaedire(,tWga| nmducoor other oomaopondenoe to Wilwane. Ina, 3401 HU|viem&venue. Palo AU, Ce|ifmmW 943D4. United SAW ofAme�4a./\ttenUon:Lega|Depariment. 1&3NWdMcMioms.VVc.�mmyWye periodioWUytheSemioeONering,the termaofyour acnessto theServioeOfforing.thisAgneement.teSemiueOemcription.TeF"hvaoyAddendum,thoThird PanyTerms.LhaSon/ioeLeve|/4greement.oram) Suppot PoUoy, Itis your r(�,oponmibi|itytoregu|ady check theSen/ioeC)5wingoonao|e and theMyV0warmportAfor updates. VVevviUnotify youof�ny matena|.W/nuente|(,hangebzLhisAgreoment.the Ben/ioeOeocription.the ��macyAdd�ndum.th� SemioeLeve|/\greement,orthe SuppmdWUicyThemodNed/\gnaoment.SmrKeDeaotpdi�n. PrivacyAddendum, SemioeLeve|Agreement, mrSupport asapp|ioab/e.vviUbecomeeffeciixe aoofthedaLestated inTiatnc�)bNcation,|fwenuke amaWriA.detrimont�|ohengetic) the Sen/ioe [>ffehng(othOrLhanwe terminedonor mmdificationof any bstaKeituneorfunrfiona|ity),thia Agmemeni.LhcBerviceDeaoription.MePr|vocyAddendum.LheServ|oisLove|/\greemenLorLhe SupportPo|ioy.WnyoumoykrminaieLhioAgreiamentvvk.hin3Odays ofthechangc to the Service Offering orm/ithin 30 days of the noUhioaU*n, In thet evE)nt, the bsrmnnobon wiN be effecLive as ofthe, date we nao2ive yomr notiWiioM um|ees you oLeLeen effective date in yournotifiooLion Lhetiawithin 4 5 days after we receive your Wkationn In the evmH of tat temAnatlon, we %AJH refund any frepaid fees, pro-natedfro the nemo|ndero5your Suboor4NonTemi and less @nydisoounNthKwould hisn not becarned, Your oonUnueduoemf4eSorvko0feringo�erthe *ffeobvedate ofenymodif|�ation to de Agnainmant,thE.1 Service ��)emoription.ihoPdvaoyAddendum.iheThdrdP��yTerma.th� Service Load &gneemenL.orLho SuppooPo|icyvviUbedeenledaooeptanueofthemoddedtemno.as app|kable, 13.4MMINimnThe vvaiverofabnsaohofanypnov|eiioncJ�hisAgreemeMvviUnoLoonsdtu8eameiver ofany other provlsionorany |o&arbreach, W5 SevemeblRy, If any pnovioion Wh|sAgnuomenLio h6d ho be inwa|id mrunenforoeab|e.thw, provia|on wiU be enfon:ed to the maximum extent penmioib|e so as to effcicA. ih� intent ofLhoparties, and the mamakinQ provisions ofUhie AgreemantwiU namWn in hovce. 13.6 Commphanoe n= Laws; Expad ContmmU. Eaoh pany vvM comp|y vvith at W*a appUoab|e to the �chona oontemp|ated by Mnio AgneemW You aoknoW|edge bha� the Service [HAring is ofUni0ad SWhae ohgin. is prodded subjecLhz the UES. Wpok AdminishnaiKon Regulations 'indud|ng^deemed export' and "deemed re-expod regu|atimna). and may be auL)�eoLto the expottoonVo| laws of We Hpp|ivaWe &anitory, You napoesentand vvarrmnt#lat you an(." not and ans not aciing on behAfof. (1) any person mho is a Nzen, national, or WWI of, orwhu is coniroUed by dhe governmentof any country ho whioh the Unihed Sbsbss has pnohibited export aanoaot�ons� or (2) eny porson orendty Whed on He J& Treasury DeparLirn�nt |iot ofSpebaUy Desiqnated Natimna/s and B|oo�edPenaon�. orU,,S. Commerce Departrrlenq Denied Persona LisLmr EnUh/ 1 64 (b) you vviU not penniLthe Service Offering to be used for any purpooes pnnhibbed byJavv� �ndudmg anypnohibited deve|mpmk:,,nL, design' manu[aclure orprodu,tion ofmism||ea mrnoo|ear. chemioe| orbio|mQios| weapons (o) Your ConhentvviU noL b� (.�asmifed or |iehvd on Uhe United S&a0ea K8unit4o1na |iat.00nta|n defensear|m|ee.defnaes�r�oesoroonbnin|TAIRI-reWeddaba;(d)YourContentwiUnot reguinsENn exportUmsnse and ionot nesUictedTom empont toany VVWwaneg|oba|neoouroe,orpersonne|und�r app|iosb|e eqpot roAroHaws and 01 you are not subIioct, either dire("t]y or indineotJy1 to anyon1er Agreement No. 7434 Qued by any agenny cfUhe Uni0ed Wes govennmwnt revohing ordenying. in who|e orin pat your Uni&adWes export phWQee.You vviUnobh/VK8wamaimmediahe|yifyombleoome subjec±Uoany oudhonder, U?'Gxmveirnmmeint RegUUatk)ins.ForpuMoaesnfoa|estm0mwennmentendrieeintheUS,:The SapvioaOfe�ng and ibadmwumenUtionare deemedhobe^oommenri1)|gompu&ersoft.%vena"and ^oommomia� oompubar ooftvvaoe dooumenf:adon'^ neopecdma|y. punauanLho DFARS Seckn22T72D2 and FAR Panagnsph 12.212(by as app|Qob|e�Any rise, mod|fioobon, rmpno�uotion,re/e���. penfmmning, diop|aying ordioc|mminQ of Me Gemioe C}Wing and doounientaUon by or on bmhmKofih� U,S, Goxernmontm/N be gomarned aoWy by the terms and oonditionn; ofthia/\gnmoment, 118 FomaMReUme''I'Vev/Unot behab|efor any de|ayorfa�uretoperkumnany ob|oadonounder this AQreamentdue toany causabeyond ouroeasomab|eoontro.inuhudinQeotsofGod, |abor d|spuhesorother industho|disturbanoes.oyshmioedecthok&a|eammunOeUonoorOver ud|ity fAi|urem.earthquakes, storms mrother e|ementaofnature.b|ookagOo,embmrgoea.ho%act mr orders of governmenL.acts ofterroirismorvvar, 131 CkcstuctJon.TheheadingaofmeoLimnaofthisAgreemmntan, for oonvenienoeand are noVmr use m intarpnedng this AUreoment. As used in this /\greem=L. TO wnrd 1nC|uding' means'1nc|uding but not UnnHedLo," Ul 0 Govwmkg Law. TVAgreementis governed by the |�ameofUhe Sbahe ofCa|iforn�a.Unitied Slates ofAmehoa (exiduding its uonMict of rAeoy except as ha||ovvs: To the extant Lhetymu choose, aJapandata oenbarService [}inrehnQ'LhenthiaAgneementisgovennedbyihe|awmorJapan (exciudinQits conOotofWvvnu|eo)The UAW NabonsConvenUonforthe |n&mnnat|ona|Ste of Goods doegnot app|y, 1111 Thkd Pardy R�g�ifte.Uthertan aoerpnaas|ysetoutinWioAgreement.thisAgreemenLdoes noLoreahaanyrighbsforanypersonmhvimnotapadykoit.mndnopersonm/hoisnmtaportytr�this Agreemen1meyenforce any ofitatennsmrreyonanyeXc|uaionorHmn,3doncontained init, 13,12 Order of t�lmecedence Theterms ofUlioAgneemen|w|Uoupenaedeand ozntro|own any oonWngoroddiUona|Mmnaand oonditionsof any oUherpun:haoingre|oteddoroumentQuedby you, 1113 EmUnmAgmammn=ThioAgnaemenLaam�:I)berevised byue.ioMe endreagreementofthe pHrUeoregarding |bgsutrieoLmalterThis 4QnsomenLsuperoedesaUphororconLemponaneous communio�Uono.undeirsLandings and agneemenLa.vvhe\herwriiLenorons|,bebweenLheperdes nejordingiLssuNeilmoWer, 14. 0efimdbans, W Wonhdemb4UUinfornmmflom'`meanmnon-pubk,LeohnioN.buineasorotherh�fmrmadonm' rnakdAs dhdosod or othwvAse made avvdiakde by one party that am in WOW furn owd Abided ''conikentw|''ortheHQor.informWionvvhiohisprovidedunder oircums[annesreasoneb|yindioedng heir ooddenda||ty.OurConddenUe|Infomlat0iino|udem:(1)LoginCredentiah; and infonnedonormabahakre|eUng8othe Smmine()ffehnQ, 14,,2 idirigement Claim" means any third party rJairin that any VNImare Saftware, ussed topjrq vide UneGemioeWrnginfhngeaany paQnLUn*WwrkoroopyhghiofLhe flh/rdparty, or m|oappropriateootrade seoret(buLWytothe extent thotMemimpproprietionianot an*mu|tofyour ootiono)under hhc,|evvauf�(a)the UnitedStatee�(b)Canada; (o)the EuropoanEoonomioA/*y(d) Agreement No. 7434 countries are part of your places of use of the Service Offering. 14.3 "Intellectual Property Rights" means all worldwide intellectual property rights, including copyrights, trademarks, service marks, trade secrets; patents, patent applications, and moral rights, whether registered or unregistered. 14.4 "Login Credentials"mean any passwords, authentication keys or security credentialsthat enable your access to and management of the Service Offering. 14.5 "Order" means the internet order page, order document, purchase order, or purchase agreement issued to VMware that specifies your purchase of the Service Offering. 14.6 "Privacy Addendum" means the then -current version of the Service Offering Data Privacy Addendum dOCUrnent available at http://vcloud.vmware.com/legal, which we may modify from timeto time. 14.7 "Service Description" means the then -current Service Offering Service Description document available at hftps://www.vmware.com/files/pdf/vcloud-air/vcloud-air-Service-Description.pdf, which contains technical and other information and which we may modify from time to time. 14.8 "Service Level Agreement" means the then -current Service Level Agreement document available at https://www.vmware.com/supporUvcloud-air/sla.html. which we may modify from time to time. 14.9 "Subscription Term" means the time period of your access to the Service Offering. as specified by your Order. 14.10 "Support Policy" means the then -current version of the Service Offering Support Policy document available at hftp://www.vmware.com/support/services/iaas-production.html, which we may modify from time to time. 14.11 "Third Party Content' means third party data, service, content, software orapplications, including open source software. 14.12 "Third Party Terms" means the then -current version of the third party licenseterms applicable to the Service Offering that are available at https://www.vmware.com/files/pdf/support/vmware-vcloud-air-third-party-terms.pdf, which wemay modify from time to time. 14.14 "VMware Software" means the software programs listed in our commercial price list. 14.15 "Your Content' means any and all applications, files. information, data or othercontent uploaded to or published or displayed through the Service Offering by you, your users: us (acting upon your instructions as part of a service), or any third party users who access any service you provide with the Service Offering.