This Services Guide contains provisions that define, clarify, and govern the scope of the services described in the quote that has been provided to you (the “Quote”), as well as the policies and procedures that we follow (and to which you agree) when we provide a service to you or facilitate a service for you. If you do not agree with the terms of this Services Guide, you should not sign the Quote and you must contact us for more information.

This Services Guide is our “owner’s manual” that generally describes all managed services provided or facilitated by Peak Global Solutions (“Peak Solutions,” “we,” “us,” or “our”). This Services Guide contains provisions that define, clarify, and govern the services described in the quote that has been provided to you (the “Quote”). If you do not agree with the terms of this Services Guide, you should not sign the Quote and you must contact us for more information. Only those services specifically described in the Quote will be facilitated and/or provided to you (collectively, the “Services”).

This Services Guide is governed under our Master Services Agreement (“MSA”). You may locate our MSA through the link in your Quote or, if you want, we will send you a copy of the MSA by email upon request. Capitalized terms in this Services Guide will have the same meaning as the capitalized terms in the MSA, unless otherwise indicated below.

Activities or items that are not specifically described in the Quote will be out of scope and will not be included unless otherwise agreed to by us in writing.

This Services Guide contains important provisions pertaining to the auto-renewal of the Services in the Quote, as well as fee increases that may occur from time-to-time. Please read this Services Guide carefully and keep a copy for your records.

Initial Audit / Diagnostic Services

If an Initial Audit / Diagnostic Services are listed in the Quote, then we will audit your managed information technology environment (the “Environment”) to determine the readiness for, and compatibility with, ongoing managed services. Our auditing services may be comprised of some or all of the following:

• Audit to determine general Environment readiness and functional capability
• Review of hardware and software configurations
• Review of current vendor service / warranty agreements for Environment hardware and software
• Basic security vulnerability check
• Basic backup and file recovery solution audit
• Speed test and ISP audit
• Print output audit
• Office telephone vendor service audit
• Asset inventory
• Email and website hosting audit
• IT support process audit

If deficiencies are discovered during the auditing process (such as outdated equipment or unlicensed software), we will bring those issues to your attention and discuss the impact of the deficiencies on our provision of the Services and provide you with options to correct the deficiencies. Please note, unless otherwise expressly agreed by us in writing, auditing services do not include the remediation of any issues, errors, or deficiencies (“Issues”), and we cannot guarantee that all Issues will be detected during the auditing process. Issues that are discovered in the Environment after the auditing process is completed may be addressed in one or more subsequent quotes.

Onboarding Services

If onboarding services are listed in the Quote, then one or more of the following services may be provided to you.

• Uninstall any monitoring tools or other software installed by previous IT service providers.
• Compile a full inventory of all protected servers, workstations, and laptops.
• Uninstall any previous endpoint protection and install our managed security solutions (as indicated in the Quote).
• Install remote support access agents (i.e., software agents) on each managed device to enable remote support.
• Configure Windows® and application patch management agent(s) and check for missing security updates.
• Uninstall unsafe applications or applications that are no longer necessary.
• Optimize device performance including disk cleanup and endpoint protection scans.
• Review firewall configuration and other network infrastructure devices.
• Review status of battery backup protection on all mission critical devices.
• Stabilize network and assure that all devices can securely access the file server.
• Review and document current server configuration and status.
• Determine existing business continuity strategy and status; prepare backup file recovery and incident response option for consideration.
• Review password policies and update user and device passwords.
• As applicable, make recommendations for changes that should be considered to the managed environment.

This list is subject to change if we determine, in our discretion, that different or additional onboarding activities are required.

If deficiencies are discovered during the onboarding process, we will bring those issues to your attention and discuss the impact of the deficiencies on our provision of our monthly managed services. Please note, unless otherwise expressly stated in the Quote, onboarding-related services do not include the remediation of any issues, errors, or deficiencies (“Issues”), and we cannot guarantee that all Issues will be detected during the onboarding process.

The duration of the onboarding process depends on many factors, many of which may be outside of our control—such as product availability/shortages, required third party vendor input, etc. As such, we can estimate, but cannot guarantee, the timing and duration of the onboarding process. We will keep you updated as the onboarding process progresses.

Ongoing / Recurring Services

Ongoing/recurring services are services that are provided to you or facilitated for you on an ongoing basis and, unless otherwise indicated in a Quote, are billed to you monthly. Some ongoing/recurring services will begin with the commencement of onboarding services; others will begin when the onboarding process is completed. Please direct any questions about start or “go live” dates to your technician.

Managed Services

Backup and File Recovery

Implementation and facilitation of a top-tier backup and file recovery solution from our designated Third Party Provider. Features include:

• 24/7 monitoring of backup system, including offsite backup, offsite replication, and an onsite backup appliance (“Backup Appliance”) .
• Troubleshooting and remediation of failed backup disks.
• Preventive maintenance and management of imaging software.
• Firmware and software updates of backup appliance.
• Problem analysis by the network operations team.
• Monitoring of backup successes and failures.
• Daily recovery verification.

Backup Data Security: All backed up data is encrypted in transit and at rest in 256-bit AES encryption. All facilities housing backed up data implement physical security controls and logs, including security cameras, and have multiple internet connections with failover capabilities.

Backup Retention: Backed up data will be retained the periods indicated below, unless a different time period is expressly stated in the Quote. This includes both on-premise and cloud backups.

• On-Premise Backups

All on-premise backups will be stored on a Network Attached Storage (NAS) device, which will be kept in a secure location with restricted access. On-premise backups will be performed daily and retained on a rolling thirty (30) day basis.

• Cloud Backups

All cloud backups will be stored in a secure, off-site location that meets the organization's security standards. Cloud backups will be performed daily and retained on a rolling thirty (30) day basis.

Backup Alerts: Managed servers will be configured to inform of any backup failures.

Recovery of Data: If you need to recover any of your backed up data, then the following procedures will apply:

• Service Hours: Backed up data can be requested during our normal business hours, which are currently 6am-6pm Monday-Friday.
• Request Method. Requests to restore backed up data should be made through one of the following methods:
  • Email: helpdesk@peakgs.com
  • Telephone: (949) 438-4250
• Restoration Time: We will endeavor to restore backed up data as quickly as possible following our receipt of a request to do so; however, in all cases data restoration services are subject to (i) technician availability and (ii) confirmation that the restoration point(s) is/are available to receive the backed up data.

Email Threat Protection

Implementation and facilitation of a trusted email threat protection solution from our designated Third Party Provider. Features include:

• Managed email protection from phishing, business email compromise (BEC), SPAM, and email-based malware.
• Friendly Name filters to protect against social engineering impersonation attacks on managed devices.
• Protection against social engineering attacks like whaling, CEO fraud, business email compromise or W-2 fraud.
• Protects against newly registered and newly observed domains to catch the first email from a newly registered domain.
• Protects against display name spoofing.
• Protects against “looks like” and “sounds like” versions of domain names.

Please see Anti-Virus; Anti-Malware and Breach / Cyber Security Incident Recovery sections below for important details.

All hosted email is subject to the terms of our Hosted Email Policy and our Acceptable Use Policy.

Endpoint Antivirus & Malware Protection

Implementation and facilitation of a top-tier endpoint malware protection solution from our designated Third Party Provider. Features include:

• Utilizes artificial intelligence and machine learning to provide a comprehensive and adaptive protection paradigm to managed endpoints.
• Detects unauthorized behaviors of users, applications, or network servers.
• Blocks suspicious actions before execution.
• Analyzes suspicious app activity in isolated sandboxes.
• Antivirus and malware protection for managed devices such as laptops, desktops, and servers.
• Protects against file-based and fileless scripts, as well as malicious JavaScript, VBScript, PowerShell, macros and more.
• Allows whitelisting for legitimate scripts.
• Allows for blocking of unwanted web content.
• Detects advanced phishing attacks.
• Detects / prevents content from IP addresses with low reputation.

* Please see Anti-Virus; Anti-Malware and Breach / Cyber Security Incident Recovery sections below for important details.

End User Security Awareness Training

Implementation and facilitation of a security awareness training solution from an industry-leading third party solution provider. Features include:

• Online, on-demand training videos (multi-lingual).
• Online, on-demand quizzes to verify employee retention of training content.
• Baseline testing to assess the phish-prone percentage of users; simulated phishing email campaigns designed to educate employees about security threats.

Please see Anti-Virus; Anti-Malware and Breach / Cyber Security Incident Recovery sections below for important details.

Firewall as a Service

(firewall appliance provided by Peak Solutions)

• Provide a firewall configured for your organization’s specific bandwidth, remote access, and user needs.
• Helps to prevent hackers from accessing internal network(s) from outside the network(s), while providing secure and encrypted remote network access; provides antivirus scanning for all traffic entering and leaving the managed network; provides website content filtering functionality.
• Firewall appliance is subject to “Hardware as a Service” terms and conditions located in this Guide.
• Firewall appliance must be returned to Peak Solutions upon the termination of service. Client will be responsible for missing or damaged (normal wear and tear excepted) appliance.

Firewall Solution

(firewall appliance provided / purchased by Client)

• Monitors, updates (software/firmware), and supports Client-supplied firewall appliance.
• Helps to prevent hackers from accessing internal network(s) from outside the network(s), while providing secure and encrypted remote network access; provides antivirus scanning for all traffic entering and leaving the managed network; provides website content filtering functionality.

Labor for New / Replacement Workstations

Includes all labor charges for setup of new workstations, or replacement of existing workstations.

• Labor covers:
  • New computers / additional computers added during the term of the Quote;
  • Replacement of existing computers that are four (4) or more years old (as determined by the manufacturer’s serial number records);
  • Replacement of existing computers that lost/stolen or irreparably damaged and/or out of warranty but not yet four years old;
  • Operating systems upgrades – subject to hardware compatibility.

The following restrictions apply:

• Upgrades or installs of new or replacement computers are limited to four (4) devices per month unless otherwise approved in advance by Peak Solutions;
• This service is not available for used or remanufactured computers; and,
• New/replacement computers must be business-grade machines (not home) from a major manufacturer like Dell, HPE, or Lenovo.

Managed Detection & Response (MDR)

Implementation and facilitation of a top-tier MDR solution from our designated Third Party Provider. Features include:

• 24x7 Managed network detection and response.
• Real time and continuous (24x7) monitoring and threat hunting.
• Real time threat response.
• Alerts handled in accordance with our Alert Notification table, below.
• Security reports, such as privileged activities, security events, and network reports, available upon request.
• 24x7x365 access to a security team for incident response*

* Remediation services provided on a time and materials basis. Please see Anti-Virus; Anti-Malware and Breach / Cyber Security Incident Recovery sections below for important details.

Password Manager

Implementation and facilitation of industry-leading password management protection solution from our designated Third Party Provider. Features include:

• Password Vault: Securely store and organize passwords in a secure digital location accessed through your browser or an app.
• Password Generation: Generate secure passwords with editable options to meet specific criteria.
• Financial Information Vault: Securely store and organize financial information such as bank accounts and credit card information in a secure digital location accessed through your browser or an app.
• Contact Information Vault: Store private addresses and personal contact information within your vault accessed through your browser or an app.
• Single Sign-On: Single sign-on grants authorized employees or users access to applications with a single set of login credentials, based on a user’s identity and permission levels. Single sign-on relies on SAML (Security Assertion Markup Language), a secure, behind-the-scenes protocol, to authenticate users to cloud, mobile, legacy, and on-premise apps.
• Browser App: Browser extension permits easy access to your information including the vaults, financial information, contact information, and single sign-on through the app.
• Smart-Phone App: Mobile phone app enables access to your vault and stored information on your mobile device.

Penetration (Pen) Testing

Penetration testing (or “pen” testing) simulates a cyberattack against your IT infrastructure to identify exploitable vulnerabilities. Unlike ongoing vulnerability scanning services that provide a constant, static level of network scanning, pen testing may involve several stages of reconnaissance and actual attack methodologies (such as brute force attacks and/or SQL injection attacks) and may include unconventional and targeted attacks that occur during business and non-business hours. Pen testing may consist of any of the following:

External Pen Testing: exposes vulnerabilities in your internet-facing systems, networks, firewalls, devices, and/or web applications that could lead to unauthorized access.

Internal Pen Testing: Validates the effort required for an attacker to overcome and exploit your internal security infrastructure after access is gained.

PCI Pen Testing: Using the goals set by the PCI Security Standards Council, this test involves both external and internal pen testing methodologies.

Web App Pen Testing: Application security testing using attempted infiltration through a website or web application utilizing PTES and the OWASP standard testing checklist.

Please see additional terms for Penetration Testing below.

Remote Helpdesk

• Remote support provided during normal business hours for managed devices and covered software
• Tiered-level support provides a smooth escalation process and helps to ensure effective solutions.

Remote Infrastructure Maintenance & Support

• Configuration, monitoring, and preventative maintenance services provided for the managed IT infrastructure
• If remote efforts are unsuccessful, then Peak Solutions will dispatch a technician to the Client’s premises to resolve covered incidents (timing of onsite support is subject to technician availability and scheduling)

Remote Monitoring and Management

Software agents installed in Covered Equipment (defined below) report status and IT-related events on a 24x7 basis; alerts are generated and responded to in accordance with the Service Levels described below.

• Includes capacity monitoring, alerting us to severely decreased or low disk capacity (covers standard fixed HDD partitions, not external devices such as USB or mapped drives)
• Includes routine operating system inspection and cleansing to help ensure that disk space is increased before space-related issues occur.
• Review and installation of updates and patches for supported software.

In addition to the above, our remote monitoring and management service will be provided as follows:

Event	Server	Workstation
Hardware Failures	Yes	No
Device Offline	Yes	No
Failed/Missing Backup	Yes	No
Failed/Missing Updates	Yes	Yes
Low Disk Space	Yes	No
Agent missing/misconfigured	Yes	Yes
Excessive Uptime	Yes	No
Automatic Reboots (weekly)	No	Yes

Security Incident & Event Monitoring (SIEM)

Implementation and facilitation of an industry leading SIEM from our designated Third Party Provider.

The SIEM service utilizes threat intelligence to detect threats that can exploit potential vulnerabilities against your managed network.

• Initial Assessment. Prior to implementing the SIEM service, we will perform an initial assessment of the managed network at your premises to define the scope of the devices/network to be monitored (the “Initial Assessment”).
• Monitoring. The SIEM service detects threats from external facing attacks as well as potential insider threats and attacks occurring inside the monitored network. Threats are correlated against known baselines to determine the severity of the attack.
• Alerts & Analysis. Threats are reviewed and analyzed by third-party human analysts to determine true/false positive dispositions and actionability. If it is determined that the threat was generated from an actual security-related or operationally deviating event (an “Event”), then you will be notified of that Event.

Events are triggered when conditions on the monitored system meet or exceed predefined criteria (the “Criteria”). Since the Criteria are established and optimized over time, the first thirty (30) days after deployment of the SIEM services will be used to identify a baseline of the Client’s environment and user behavior. During this initial thirty (30) day period, Client may experience some “false positives” or, alternatively, during this period not all anomalous activities may be detected.

Note: The SIEM service is a monitoring and alert-based system only; remediation of detected or actual threats are not within the scope of this service and may require Client to retain Peak Solutions’s services on a time and materials basis.

Server Monitoring & Maintenance

As part of our RMM service, we will monitor and maintain managed servers as follows:

• Software agents installed in covered servers report status and IT-related events on a 24x7 basis; alerts are generated and responded to in accordance with the Service Levels described below.
• Online status monitoring, alerting us to potential failures or outages
• Capacity monitoring, alerting us to severely decreased or low disk capacity (covers standard fixed HDD and SSD partitions, not external devices such as USB or mapped network drives)
• Performance monitoring, alerting us to unusual processor or memory usage
• Server essential service monitoring, alerting us to server role-based service failures
• Endpoint protection agent monitoring, alerting us to potential security vulnerabilities
• Routine operating system inspection and cleansing
• Secure remote connectivity to the server and collaborative screen sharing
• Review and installation of updates and patches for Windows and supported software
• Asset inventory and server information collection

Two Factor Authentication

Implementation and facilitation of a two factor authentication solution from our designated Third Party Provider. Features include:

• Advanced two factor authentication with advanced admin features.
• Secures on-premises and cloud-based applications.
• Permits custom access policies based on role, device, location.
• Identifies and verifies device health to detect “risky” devices

Server Next-Generation Antivirus

Implementation and facilitation of a top-tier, next generation antivirus protection solution from our designated Third Party Provider.

Software agents installed in covered server devices protect against malware and prevents intruder access. Used in coordination with other endpoint security layers and security solutions to form a comprehensive defense strategy.

• Next-generation deep learning malware detection, file scanning, and live protection for Server OS
• Web access security and control, application security and control, intrusion prevention system
• Data loss prevention, exploit prevention, malicious traffic detection, disk and boot record protection

Software Licensing

(applies to all software licensed by or through Peak Solutions)

All software provided to you by or through Peak Solutions is licensed, not sold, to you (“Software”). In addition to any Software-related requirements described in Peak Solutions’s Master Services Agreement, Software may also be subject to end user license agreements (EULAs), acceptable use policies (AUPs), and other restrictions all of which must be strictly followed by you and any of your authorized users.

When installing/implementing software licenses in the managed environment or as part of the Services, we may accept (and you agree that we may accept) any required EULAs or AUPs on your behalf. You should assume that all Software has an applicable EULA and/or AUP to which your authorized users and you must adhere. If you have any questions or require a copy of the EULA or AUP, please contact us.

Updates & Patching

• Remotely deploy updates (e.g., x.1 to x.2), as well as bug fixes, minor enhancements, and security updates as deemed necessary on all managed hardware.
• Perform minor hardware and software installations and upgrades of managed hardware.
• Perform minor installations (i.e., tasks that can be performed remotely and typically take less than thirty (30) minutes to complete).
• Deploy, manage, and monitor the installation of approved service packs, security updates and firmware updates as deemed necessary on all applicable managed hardware.

Voice Over IP (VoIP) Services

Implementation and facilitation of an industry-recognized VoIP solution from our designated Third Party Provider. Features include:

• Scalable VoIP-based telephone service with call transferring, voicemail, caller ID, call hold, conference calling, and call waiting functionalities.
• Central control panel provides access to VoIP-related configurations, including physical address registration, call routing, updating greetings, and ability to turn on/off service features.
• Ability to use mobile app dialing

Important: There are additional terms related to the VoIP service, including your use of E911 features, toward the end of this Services Guide. Please read them carefully. You may be required to sign an additional consent form indicating your understanding and acceptance of the limitations of 911 dialing using the VoIP services.

Vulnerability Scanning

Implementation and facilitation of an industry-recognized vulnerability scanning solution from our designated Third Party Provider.

Vulnerability scanning identifies holes in the managed network that could be exploited. Peak Solutions runs external vulnerability scans monthly and internal vulnerability scans annually. External scans pertain to the IP address assigned to each customer location through the Client’s ISP. Internal scans look at all systems inside the managed network.

Vulnerability results will be discussed during business review meetings with Client. Vulnerability reports will be made available on request.

Please see additional terms for vulnerability scanning below.

Wi-Fi Services

• Peak Solutions will install at the Client’s premises Wireless Access Points to provide a bandwidth of at least 10Mbps (download) in all areas requiring wireless network coverage, as agreed upon by Peak Solutions and Client.
• Peak Solutions will maintain, supervise, and manage the wireless system at no additional cost.
• Installed equipment, if provided by Peak Solutions, will be compatible with the then-current industry standards.
• Peak Solutions will provide remote support services during normal business hours to assist with device connectivity issues. (Support services will be provided on a “best efforts” basis only, and Client understands that some end-user devices may not connect to the wireless network, or they may connect but not perform well).

Please note: Any Wi-Fi devices, such as access points or routers, that are supplied by Client cannot be older than five (5) years from the applicable device’s original date of manufacture, and in all cases must be supported by the manufacturer of the device(s).

Workstation Next-Generation Malware Solution

Implementation and facilitation of an industry-recognized, next generation workstation malware protection solution from our designated Third Party Provider.

Software agents installed in covered devices protect against malware and prevent intruder access. Used in coordination with other endpoint security layers and security solutions to create a comprehensive defensive strategy.

• Next-generation deep learning malware detection, file scanning, and live protection for Workstation OS.
• Web access security and control, application security and control, intrusion prevention system.
• Data loss prevention, exploit prevention, malicious traffic detection, disk, and boot record protection.

Workstation Monitoring & Maintenance

Software agents installed in covered workstations report status and IT-related events on a 24x7 basis; alerts are generated and responded to in accordance with the Service Levels described below.

• Online status monitoring, alerting us to potential failures or outages.
• Capacity monitoring, alerting us to severely decreased or low disk capacity (covers standard fixed HDD and SSD partitions, not external devices such as USB or mapped network drives).
• Performance monitoring, alerting us to unusual processor or memory usage.
• Endpoint protection agent monitoring, alerting us to potential security vulnerabilities.
• Routine operating system inspection and cleansing.
• Secure remote connectivity to the workstation and collaborative screen sharing.
• Review and installation of updates and patches for Windows and supported software.
• Asset inventory and workstation information collection.