Internal notes

Service Level Entitlement - ADVANCED The services below marked as Covered (YES) are included in this agreement for the proposed cost. Solution Administration Support includes, but not limited to the following:  Policy Management - building and tuning  Email delivery support  DMARC report resolution  Custom Branding / disclaimers / email signatures  Hold queue management and release YES Solution Integration Support including, but not limited to:  DNS, AD, SSO, Exchange/Exchange Online  SIEM YES Reporting / Custom Reports YES Awareness Training Module Support YES Concierge Vendor Tech Support Liaison  Support Ticket Management and Tracking YES MONTHLY Call Cadence YES SLE Hours: 8 hrs per month  No roll over  Overrun up to 20% of next months YES