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Service Description

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Controlled Doc. # EDCS- 23010627 Ver: 1.1 Last Modified: Thu 03 Mar 2022 23:48:55 PST CISCO PUBLIC INFORMATION, Hybrid Application Monitoring Service.docx

Hybrid Application Monitoring Service

This document must be read in conjunction with the How Cisco Provides Services document, which is incorporated into this document

by reference.

Service Summary

Cisco will provide the Services and Deliverables listed below for Hybrid Application Monitoring Service ʹ (AS Fixed SKU: ASF-DCV1-G-

HAM)

The Service covers the following:

1. Project Management

2. Assessment Service - APM Platform

3. Solution Requirements Development

4. Solution Design Development

5. Implementation Execution

6. Test Plan Development

7. Testing Execution

8. Knowledge Transfer

9. Assessment Services - APM Insights Review

10. Post Implementation Support

Document Deliverables are:

1. Project Plan

2. APM Platform Assessment Report

3. Solution Requirement Document

4. Solution Design Document

5. Test Plan

6. APM Insights Report

Location of Services:

All services are delivered remotely.

Invoicing:

Services will be invoiced upon completion of the Services.

If a Service or a specific Document Deliverable is listed for review, approval and signoff, the parties will use the Completion and

Acknowledgement process documented in How Cisco Provides Services.

Service Description

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Controlled Doc. # EDCS- 23010627 Ver: 1.1 Last Modified: Thu 03 Mar 2022 23:48:55 PST CISCO PUBLIC INFORMATION, Hybrid Application Monitoring Service.docx

Services Scope

The Service will implement the scope listed in the table below:

Table 1. Services Scope

Scope Limited to

Number of applications monitored Up to 1

Number of AppDynamics application agents Up to 40

Number of AppDynamics Health Rules Up to 15

Number of AppDynamics Business Transactions Up to 15

Number of AppDynamics Data Collectors Up to 3

Number of AppDynamics Policies Up to 2

Number of AppDynamics Custom Actions Up to 2

Number of AppDynamics Backend Detection Rules Up to 2 Number of AppDynamics Service Endpoint Detection Rules Up to 3 Number of AppDynamics Error Detection Rule Up to 2

Number of AppDynamics Business Metrics Up to 2

Number of AppDynamics Custom Dashboards Up to 1

APM Insights Review and Report Up to 1

Post Implementation Support Up to 5 hours

Project Management

Cisco will

Provide a Project Schedule which will highlight deliverables, corresponding milestones, planned project events,

resourcing, and timescales. Assessment Service ʹ Application Performance Monitoring (APM) Platform

Cisco will

Gather information from Customer for the purposes of drafting the APM Platform Assessment Report by:

o Providing questionnaire to collect information from Customer to draft APM Platform Assessment Report

o Reviewing Customer provided information and documentation. Draft the APM Platform Assessment Report which shall be limited to the following: o Customer challenges and problems with hybrid application performance.

Service Description

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Controlled Doc. # EDCS- 23010627 Ver: 1.1 Last Modified: Thu 03 Mar 2022 23:48:55 PST CISCO PUBLIC INFORMATION, Hybrid Application Monitoring Service.docx o Key applications that impact business goals.

o Monitoring and alert handling tools currently in use, and the processes to detect, triage, and remediate

application issues using these tools today.

o Existing application environment and components for computing configurations such as OS, technologies, third-

party integrations. Provide the APM Platform Assessment Report for review and approval.

Customer will

Provide the following information and documentation upon request by Cisco: o Application architecture documentations. Provide Cisco with input into the APM Platform Assessment Report by: o Providing the specific requirements and required documentation. o Participating in the Assessment workshop. o Engaging in interviews and complete the questionnaire within two (2) Business Days of receipt. Review and approve the APM Platform Assessment Report.

Solution Requirements Development

Cisco will

Gather information from Customer for the purposes of drafting the Solution Requirements Document by:

o Providing Customer with a requirements questionnaire to list Customer business objectives and technical

requirements for the proposed solution.

o Conducting a half Business Day remote Solution Requirements Development workshop to review requirements

of the proposed solution gathered from the Customer.

o Reviewing existing Customer provided documentation related to current and planned architectural design(s).

o Organizing remote meetings with Customer, if required, in order to clarify questions relevant to proposed

solution to enable drafting of the Solution Requirement Document. Draft a Solution Requirement Document which shall be limited to the following: o Business critical applications to monitor, application technology and environment. o Pre-requisites for the proposed solution include:

Platform Entitlement - SaaS

Remote access to customer environment

o Application performance monitoring requirement details. o Details for AppDynamics agent deployments, critical business transactions to monitor. o AppDynamics dashboards and reports requirements details. o Application performance threshold values.

Service Description

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Controlled Doc. # EDCS- 23010627 Ver: 1.1 Last Modified: Thu 03 Mar 2022 23:48:55 PST CISCO PUBLIC INFORMATION, Hybrid Application Monitoring Service.docx Provide the Solution Requirement Document for review and approval.

Customer will

Provide Cisco with input into the Solution Requirement Document by: o Returning the completed requirements questionnaire within five (5) Business Days from receipt.

o Providing the specific requirements and required documentation including relevant documentation related to

o Participating in the Solution Requirements Development workshop. o Participating in interviews. o Attending the remote meetings to answer the questions relevant to Customer requirements. o Providing application architecture diagrams for the application(s) to be monitored. Review and approve the Solution Requirement Document.

Solution Design Development

Cisco will

Gather and review information from Customer for the purposes of drafting the Solution Design by:

o Reviewing the Customer requirements included in Solution Requirement Document to draft Solution Design

Document.

o Reviewing the Customer provided AppDynamics solution design documentation.

o Organizing remote meetings with Customer, if required, in order to clarify questions relevant to proposed

solution to enable drafting of the Solution Design Document. Draft the Solution Design Document which shall be limited to the following: o Current application environment details.

o Architecture for the application(s) to be monitored, types of agents, and other AppDynamics products required

to monitor the application. o Key business transactions to monitor.

o AppDynamics implementation details for creating the health rules, custom actions, policies, dashboards and

reports. o Integration details for AppDynamics. Provide the Solution Design Document for review and approval.

Customer will

Provide the following information upon request by Cisco: o Answers to the questions from Cisco relevant to solution requirements. Assist Cisco with inputs into the Solution Design Document by: o Providing the specific requirements and required documentation. o Attending the remote meetings to answer the questions relevant to Customer requirements.

Review and approve the Solution Design Document.

Service Description

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Controlled Doc. # EDCS- 23010627 Ver: 1.1 Last Modified: Thu 03 Mar 2022 23:48:55 PST CISCO PUBLIC INFORMATION, Hybrid Application Monitoring Service.docx

Implementation Execution

Cisco will

Implement the Cisco products covered by the scope of this document in accordance with the Cisco product

specification and execute the tasks and procedures documented in the Solution Design Document. Perform AppDynamics agent deployments to monitor application. Perform the implementation in AppDynamics for the following: o Health Rules, Custom actions, Policies o Data Collectors o Backend detection rules, service endpoint detection rules, error detection rules o Dashboards and reports o Create Custom Business Metrics Configure AppDynamics to integrate with third-party applications supported by AppDynamics platform

Customer will

Manage the delivery, installation, and configuration of equipment not provided by Cisco that is required to work

with, or act as, part of the Cisco-provided equipment.

Complete the following tasks within three (3) Business Days of completion of the Solution Design Development

Services to allow Cisco to complete the implementation execution services:

o Provide access to the required systems such as Customer network, AppDynamics SaaS instances and Customer

applications for the implementation. o Complete the pre-requisites defined in the Solution Design Document prior to implementation. feature. Manage any Customer internal change management procedures. Make any corrections to Customer-provided and/or installed equipment, as required.

Test Plan Development

Cisco will

Gather and review information from Customer for the purposes of drafting the Test Plan by: o Reviewing Customer provided information.

o Conduct a two-hour remote Test Plan Development review session with Customer to discuss the high-level test

plan, test cases, execution process and test tools to be used. Draft a Test Plan which shall be limited to the following: o Scope of Test coverage. o Test Cases.

Service Description

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Controlled Doc. # EDCS- 23010627 Ver: 1.1 Last Modified: Thu 03 Mar 2022 23:48:55 PST CISCO PUBLIC INFORMATION, Hybrid Application Monitoring Service.docx o Entry and Exit criteria for the tests. o Test environment, tools and test execution methods. o Test result reporting process.

Provide the Test Plan for review and approval.

Customer will

Provide Cisco with input into the Test Plan Document by: o Providing the specific requirements and required documentation. o Participating in the Test Plan Development remote meetings.

Review and approve the Test Plan.

Testing Execution

Cisco will

Perform testing in accordance with the approved Test Plan document. Provide the updated Test Plan document to Customer to include the test results.

Customer will

Nominate representative to assist with test execution tasks and capture test results.

Knowledge Transfer

Cisco will

Within three (3) Business Days following completion of Testing Execution service, reach agreement on the

commencement date of the Knowledge Transfer workshop.

Provide information to Customer regarding any Knowledge Transfer session pre-requisites for Customer personnel

nominated to attend the Knowledge Transfer workshop. Cisco will determine an appropriate format and delivery

method for the Knowledge Transfer workshop, which will be conducted in English.

Conduct one (1) remote Knowledge Transfer workshop on topics noted below. This session does not replace

product training related to the solution. This workshop will be held for a maximum of 4 consecutive hours, for up

to a maximum of 10 participants. Provide Knowledge Transfer on the following specific topics: o Details of the implemented solution. o Available AppDynamics resources for users. o How to make changes in the configurations on implemented solutions.

Provide related knowledge transfer material, if any. Knowledge Transfer Services will be deemed complete on

delivery of the workshop.

Customer will

Within three (3) Business Days following completion of Testing Execution service, reach agreement with Cisco on

the commencement date for Knowledge Transfer workshop.

Service Description

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Controlled Doc. # EDCS- 23010627 Ver: 1.1 Last Modified: Thu 03 Mar 2022 23:48:55 PST CISCO PUBLIC INFORMATION, Hybrid Application Monitoring Service.docx

Knowledge Transfer workshop.

Provide Cisco with the names and basic profiles of personnel attending the Knowledge Transfer workshop at least

two (2) Business Days before commencement of the session. pre-requisites identified by Cisco.

Assessment Services - APM Insights Review

Cisco will

Gather information from Customer environment for the purposes of drafting the APM Insights Report by:

Reviewing dashboards, reports, health rule violations, issues and events in AppDynamics platform. Draft the APM Insights Report which shall be limited to the following: o APM Insights:

Application dependencies and flow maps

Business Transaction Health

Application experience and issues

Health rule violations that need to be addressed to improve the application performance o Recommendations: Configure more business transitions for monitoring if required Create more health rules and alerts, actions, dashboards and reports if required

Application issues that need to be addressed

Recommendation for troubleshooting active AppDynamics health rule violation and events

Creating more data collectors, transaction detection rules, error rules and service end point rules if

required

APM Implementation Optimizations

Customer will

Review and approve the APM Insights Report.

Post Implementation Support

Cisco will

Provide a maximum of 5 hours of remote post implementation support services over a period of one (1) calendar

Business Day following completion ŽĨ͞Assessment Service - APM Insights Review.

Provide Post Implementation Support Services which will be delivered by one (1) Cisco resource(s) as consultative

advice and guidance on the following: o Troubleshooting support

Provide Post Implementation Support Services which will be deemed complete on the earlier of the consumption of

the above defined number of Business Days or the end of the Post Implementation Support period.

Service Description

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Controlled Doc. # EDCS- 23010627 Ver: 1.1 Last Modified: Thu 03 Mar 2022 23:48:55 PST CISCO PUBLIC INFORMATION, Hybrid Application Monitoring Service.docx

Customer will

Provide at least two (2) suitably skilled and trained resources to work with Cisco as necessary during the Post

Implementation Support Services.

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