SUPPLEMENT TO THE ORDER FORM FOR CATO NETWORKS SERVICES
This is the Gold Support Package Supplement (this โSupplementโ) to the Cato Order Form (the ืดOrder Formโ). Customerโs subscription to the Gold Support Package, pursuant to the Order Formand this Supplement, shall remain in effect for the duration of the term. In addition to the Catocommitments set forth in the Service Level Agreement as contained in the MSA between Cato and Customer (or, where applicable, Partner), Customer will also be entitled to the following as part of the Gold Support Package:
1. Gold Support Package
i. 24/7 access to an Advanced Support Engineer
โข Cato Support has three levels of Support Engineer. The Standard Support Engineer, Advanced Support Engineer, and the Senior Support Engineer. As part of the Gold Support Package, the Customer may request to have all their cases initially owned by an Advanced Support Engineer.
ii. Phone Support 24×365
โข Customer is entitled to contact Cato Support by phone to report issues, check on issue status, and initiate contact with support to discuss an issue. This is supported 24 hours a day, 365 days a year. All calls will be answered by the first available engineer regardless of level. Should a Standard Support Engineer answer a call, they will attempt to locate the issue owning engineer or the Customer can request to speak to/work with any Advanced Support Engineer for new issues or existing issues.
iii. Critical Initial Response Time and Status Updates
โข Upgrades SLAโs Level 1 โ Critical Initial Response Time and Status Update times fromthe MSAโs 2 hour to 1 hour for both.
SUPPLEMENT TO THE ORDER FORM FOR CATO NETWORKS SERVICES
This is the Platinum Support Package Supplement (this โSupplementโ) to the Cato Order Form (the โOrder Formโ). Customerโs subscription to the Platinum Support Package, pursuant to the Order Form and this Supplement, shall remain in effect for the duration of the term. In addition to the Cato commitments set forth in the Service Level Agreement as contained in the MSA between Cato and Customer (or, where applicable, Partner), Customer will also be entitled to the following as part of the Platinum Support Package:
1. Platinum Support Package
i. 24/7 access to a Senior Support Engineer
โข Cato Support has three levels of Support Engineer: the Standard Support Engineer, Advanced Support Engineer, and the Senior Support Engineer. As part of the Platinum Support Package, the Customer is entitled to have all their cases handled by a Senior Support Engineer.
ii. Assigned to a Support Delivery Manager (โSDMโ)
โข Specific, assigned individual responsible for:
โข Oversight of support tickets and incidents
โข Onboarding of Customer to Cato Support
โข Technical focal point for Customer support issues
โข Escalation of Customer or Cato operational issues
โข Maintaining documentation on the Customer use cases and critical applications for support
โข Available for up to 8 hours per week in PSMโs specified time zone
iii. Phone Support 24×365
โข Customer is entitled to contact Cato Support by phone to report issues, check on issue status, and initiate contact with support to discuss an issue. This is supported 24 hours a day 365 days a year. All calls will be answered by the first available engineer regardless of level. Should a Support Engineer or Advanced Support engineer answer a call they will attempt to locate the issue owning Senior Support engineer or the customer can request to speak to/work with any Senior Support Engineer for new issues or existing issues.
iv. Priority Call Routing
โข Platinum calls will have highest routing among all customer calls.
v. Critical Initial Response Time and Status Updates
โข Upgrades SLAโs Level 1 โ Critical Initial Response Time and Status Update times from the MSAโs 2 hour to 30 minutes for both.
