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a VIRIV e <br />software <br />• Customer will have no access to server infrastructure. Deployment and changes to Production server hardware and/or <br />Operating System (OS) configuration in Avolve Cloud will be performed by Avolve and qualified partner staff only. <br />Customers will be notified if modifications to their environments are required at any given time. <br />• Custom report creation requires direct access to the Production database. For this reason, Avolve Cloud will only <br />support access to a Test environment where the Production tables for reports can be exported. <br />• Apart from machine -to -machine (M2M) VPN tunnels required for third -party software integration, no user account - <br />based VPN access will be granted to Avolve Cloud Production environment infrastructure or software applications. <br />Managed Services Operations <br />Avolve Cloud ensures high system availability and is backed by rock solid infrastructure and service level guarantees. Your Avolve <br />ePlan Life Cycle licensed software is hosted in a secure, state of the art data center, and most importantly the application is expertly <br />managed by Avolve. Meticulous attention has been given to security, backup, system redundancy and failover. Your Avolve ePlan <br />Life Cycle application environment is monitored 24-7 for optimum health and security. And if an issue arises, our experts have <br />immediate and direct access to your servers and software for quick diagnosis and resolution. Our comprehensive, Managed Services <br />matrix details what you can expect from the Avolve Cloud: <br />US Mountain Time Zone <br />24x7 Support and Monitoring for SaaS Customers <br />a <br />rn <br />a <br />ao <br />m <br />co <br />a <br />m <br />E <br />w6 <br />E <br />E <br />m <br />E <br />o <br />� <br />to <br />Hardware and OSNirtual System Monitoring & Support <br />Server and network resources (i.e., CPU, RAM, Storage, and bandwidth) <br />monitored with automated alerts for resource threshold, server failure, internet <br />and WAN connectivity. Alerts will not be able to monitor issues that occur within <br />less than 1 second failure. Those issues are often discovered during application - <br />level (i.e., OAS and ProjectDox) connectivity issues. <br />x <br />x <br />x <br />x <br />• Monitoring Data Points: <br />o Up/Down Status <br />o Network Interface Errors <br />Page 27 of 30 <br />