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Escalated Support <br />Standard Hours for Escalated Support are Monday through Friday, 8:00 a.m. to 6:00 p.m. local <br />time, excluding public holidays. <br />During Standard Escalated Support Hours <br />• $175 per hour for covered incidents and $175 per hour for customer requested escalated <br />support. In both cases, 15 minute increments apply, with a minimum two hours, plus round trip <br />travel time. <br />Outside of Standard Escalated Support Hours <br />• $230 per hour for covered incidents and $230 per hour for customer requested escalated <br />support. In both cases, 15 minute increments apply, with a minimum two hours, plus round trip <br />travel time. <br />Labor rates for project work may differ from these rates based on the nature of the work. <br />Third -Party Licenses <br />Microsoft Azure Cloud <br />• All Covered will provide user licenses to enable Client to leverage the functionality of the <br />Microsoft Azure Cloud and receive support services from Microsoft in accordance with Section <br />7 of the Terms and Conditions of Service and the Microsoft Customer Agreement posted at <br />www.allcovered.com/terms. <br />• If Client selects an Azure 1 year or 3 year Reserved Instance, Client shall be liable to All <br />Covered for payment of that Reserve Instance until the reserve period terminates. Reserve <br />Instances shall be subject to all terms and conditions for Reserve Instances as defined by <br />Microsoft. <br />• All Covered shall not be responsible for (i) any operational issues with Microsoft Azure, <br />including, but not limited to, loss of availability, loss of data, and security breaches; and (ii) <br />Microsoft changes to Azure terms and conditions, changes to product features or the <br />elimination of Microsoft Azure products, and the resulting costs, loss of service or <br />inconvenience caused by such changes. <br />Microsoft Seat -based Licensing <br />• Azure Active Directory Premium P1 - Users: 1 <br />Unless otherwise stated, licensing is based on a 1 year subscription <br />See www.allcovered.com/terms for Microsoft Customer Agreement <br />All Covered Backup <br />• All Covered Business Continuity for Servers - Hybrid: 2, with all cloud storage included <br />• Client is responsible for all shipping fees for Backup devices. <br />• Additional fees may apply for major data restores. <br />• See www.allcovered.com/terms for additional terms of use for All Covered Server Backup. <br />If contract is terminated all data is removed from storage <br />(v6.10.2022) Page 6 <br />