CUSTOMER SUCCESS ENGINEER (“CSE”)

SUPPLEMENT TO THE ORDER FORM FOR CATO NETWORKS SERVICES

 

This is the Customer Success Engineer (“CSE”) Supplement (this “Supplement”) to the Cato Order Form (the “Order Form”). Customer’s subscription to the CSE Services, pursuant to the Order Form and this Supplement, shall remain in effect for the duration of the term.

1.Customer Success Engineer

(i) Cato shall provide the services in accordance with the MSA through a Customer Success Engineer that will be assigned by Cato (the “Customer Success Engineer” or “CSE”).
(ii) The CSE is an engineer that has been provided information regarding the Customer’s objectives, business requirements and technology landscape and seeks to align the Customer’s usage, deployment and configuration of the Cato Solution to optimally achieve those objectives. The CSE is a proactive engineer that supplements the Customer team with deep Cato technical expertise. The CSE provides architectural guidance, proactively analyzes the Customer environment and provides technical recommendation, is aware of Customer needs and product usage, and plans and maps current and newly released functionality to those needs.
(iii) Subject to the foregoing, the CSE will be available to support the Customer, in accordance with the terms set forth herein, and as set forth in the Schedule 1 to this Supplement, attached and made part hereof, during the Subscription Term. Weekly time allocations are non-cumulative and are provided as a “use-it-or-lose-it” service based on a 40 hour-workweek allocation percentage as described in Schedule 1.
(iv) The CSE shall be available during Business Hours in accordance with the Customer Time Zone and based on normal business hours.
(v) Cato agrees to make every commercially reasonable effort to provide the Customer with advance notice of any planned leave with at least two-weeks’ notice.

2. Miscellaneous

(i) Terms used herein and not otherwise defined shall have the meaning ascribed thereto in the MSA;
(ii) Cato will provide the CSE services, on a remote basis, and on a mutually agreed upon schedule, in accordance with this Supplement and Order. Cato is responsible for the provision of the CSE services in accordance with this Supplement and Order, and Cato will control the method and manner of performing all work necessary for completion of the CSE Services. Cato will allocate the resource within 15 business days from the date of execution of the applicable Order.
(iii) Customer will comply with the terms of this Supplement, the applicable Order, and the MSA. Customer will cooperate reasonably and in good faith with Cato in its provision of the CSE services by, without limitation: (a) providing Cato sufficient resources, knowledgeable employees, or staff of Customer; (b) timely access to accurate and complete Customer materials; (c) timely, accurate, and complete responses to inquiries or requests for feedback or information from Cato; (d) appointing a primary point of contact for Cato that can make authorized decisions on behalf of Customer; and (e) actively participating in scheduled project meetings with Cato. If Customer’s failure to comply with this Section prevents Cato from providing the CSE services, as determined by Cato in its sole discretion, Cato’s obligation to provide the CSE services will be excused until Customer remedies such failure and Cato will not be responsible for any delays resulting therefrom.
(iv) CATO WILL PROVIDE THE CSE SERVICES IN FURTHERANCE OF THE PARTIES’ MUTUALLY AGREED OBJECTIVES, BUT DOES NOT GUARANTEE COMPLETION OF2 ANY SPECIFIC RESULT(S) NOR OFFER ANY WARRANTY THEREOF. THE SERVICES ARE PROVIDED TO CUSTOMER “AS IS.” THE CSE SERVICES DO NOT CONSTITUTE COMPLIANCE ADVICE OR GUIDANCE.
(v) Each of the parties acknowledges and agrees that, except for the supplemental provisions specified above, the provisions of the Order Form and MSA remain in full force and effect.
(vi) In any case of contradiction between the terms of this Supplement, the Order Form and the MSA, as far as the CSE is concerned, the terms of this Supplement shall prevail.

Schedule 1 – CSE Descriptions

 

Designated CSE Dedicated CSE
Experienced Engineer (based on specific timezone picked by the customer) 35% of full time equivalent 70% of full time equivalent
Status Report Written status report delivered weekly Written status report delivered weekly
Engagement model Designated half days, every week Designated full days every week

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