The Implementation plan depends on the contract agreement between UNCS and Customer will be providing after customer submit purchase order. The general statement of work and maintenance service as the following:

The Implementation plan depends on the contract agreement between UNCS and Customer will be providing after customer submit purchase order. The general statement of work and maintenance service as the following:

Statement of Work

I. Overview

Universal NetCom Solutions (UNCS) will provide the consulting and technical services described herein to assist the customer with the installation and implementation of the Server, NOS and its application products set forth on the attached schedules, UNCS does not provide application, for the purpose of customized as out of scope The products set forth on such schedules will be installed at clients. The on-site services provided hereunder will be performed during the hours of 8:00 AM to 5:00 PM, Monday through Friday, excluding UNCS designated holidays. The services set forth in this Statement of Work (SOW) will be accomplished primarily in two phases as described below.

II. Phase One: Preparation for Installation of Hardware and Software

A. Requirements Gathering

Prior to the commencement of the installation of the hardware and software products set forth in the attached Schedules, UNCS shall compile certain information with respect to the devices to be managed. The information shall generally consist of the following items:

UNCS will conduct post order site survey at customer site as the example of information of the requirement below:

Device types and quantities

System names and locations

System function and criticality

IP Address and Subnet Mask

Ethernet port for new deployed equipment

Existing Network and Server Configuration

Facility condition

Etc

UNCS, with input from Client, will prepare a mutually acceptable statement of requirements for the new installation hardware and software (the ?Requirements Definition?) and a System Configuration and Acceptance Test Criteria Document (the ?Configuration and Acceptance Test Document?).The Configuration and Acceptance Test Document shall specify the basic manner in which hardware and software shall be implemented, including relevant configurations. It will also include basic acceptance criteria and test scenarios that will be used by ACRONYM for acceptance of the implemented system. The Requirements Definition and the Configuration and Acceptance Test Document shall be reviewed and accepted by ACRONYM prior to commencement of any implementation activities. Upon acceptance, these documents shall constitute the complete statement of the Hardware and software specifications to be implemented in satisfaction of Client?s requirements and shall supersede all previous descriptions or statements of requirement.

B. Review of Existing Architecture

UNCS will verify the existing architecture functions include how to interface with server and applications Client will be notified of any such devices UNCS identifies as not reachable, along with a recommendation of steps to take to update such device?s configuration. UNCS will also identify and make recommendations regarding updating the firmware, software on existing configurations of any such devices that are not in the agreed Configuration and Acceptance Test Document. With Client?s security reason, Client will be responsible for updating al such configurations on devices.

C. Review of Security (option)

UNCS will check Client?s operating system to verify all devices to be upgraded are listed. Client will be notified of any such application UNCS identifies as requiring an update on the Host. Client will be responsible for performing such operating system updates.

D. Preparation of Installation System Platform

Prior to installation of the hardware and operating system software of server, Client will confirm with UNCS that the installation location has the necessary power (including a UPS), Ethernet Port on server, device and other environmental requirements to support the installation. The hardware will be installed will be loaded, configured per the approved Configuration and Acceptance Test Document.

III. Phase Two : Implementation

UNCS shall provide the services to perform implementation and configuration of hardware and software that were designed by approved of client. UNCS shall install and configure the above-referenced hardware and software in accordance with the approved Configuration and Acceptance Test Document (UNCS will be provide later).

IV. System Acceptance

UNCS shall assist Client with the execution of the acceptance testing of the Host Security Module and Software in accordance with the test plan set forth in the Configuration and Acceptance Test Document. Designated Client personnel shall perform the acceptance test. The acceptance test shall commence upon completion of the installation of the server and software as set forth in Section III above, and completion of the As-Built System Documentation (see below). Client shall have two (2) business days to perform such testing (the ?Test Period?), after which Client shall:

Accept the Hardware and Software as complying with the specifications set forth in the Configuration and Acceptance Test Document; or

Provide a written statement identifying in reasonable detail all deviations from such specifications.

If any deviations from such specifications require only minor corrections and do not materially affect the functional operation of the applicable products, then the HARDWARD will be considered accepted and the deviations will be corrected within an agreed period after acceptance.

If client identifies deviations from such specifications, then UNCS will make corrections as soon as reasonably possible and Client will promptly execute specific tests or review procedures to verify the corrections.

Acceptance of the Host Security Module will occur upon the earlier of (a) the date Client accepts that the Hardware and software has met the test acceptance criteria set forth in the Configuration and Acceptance Test Document; (b) five (5) days from the scheduled end of the Test Period where Client has not notified UNCS of any deviations, as stated above; or c) the date Client uses the hardware and software in a production mode for purposes other than carrying out acceptance tests.

V. As-Built System Documentation

Upon completion and acceptance of the, system implementation as described in Section IV above, UNCS shall prepare documentation for the as-built system. This document shall contain information about how hardware and software was configured, including any file customizations. It will provide sufficient configuration information such that the system may be re-built to such specifications in the event of a disaster. It shall also contain UNCS recommendations for daily administration and typical operations (e.g., testing command devices and/or users) of the system. The documentation shall be provided before system acceptance, as described in Section IV.

This document is not intended, nor will it be, (i) a substitution for the standard vendor provided documentation, and (ii) an instruction manual on the use of any related tools.

VI. Client Responsibilities

In addition to any other responsibilities set forth in this SOW, Client shall provide or perform the following:

Client shall designate a technical representative to provide the information necessary for the completion of the project.

To ensure the success of the ongoing use the HSM functions delivered by UNCS, UNCS recommends that Client shall designate a person that has received basic admin training in the Thales hardware and software product, to serve as the system administrator.

Client personnel trained in the system solutions of hardware and software Product will participate and execute with UNCS in performing acceptance tests.

Client will ensure that devices to be managed have been configured with a function and other function used for system and solutions.

Client shall provide access to its systems infrastructure, for testing and installation purposes.

Client shall bear all responsibility for upgrading devices to be installed that do not meet the minimum criteria for being supported from hardware and software. The inability to manage such devices that do not meet the minimum criteria shall not be the responsibility of UNCS.

VII. Assumptions

Client hereby acknowledges that UNCS provision of the services set forth herein is dependent upon the sufficient support of Client staffing, the timely review and approval of all Client deliverable items, the timely delivery of all required hardware/software and the satisfactory completion of all other Client requirements identified under this SOW. Client also acknowledges that any delays in completing their responsibilities under this SOW could have a direct impact on the overall schedule and cost incurred by UNCS. In the event that Client is delinquent in providing the services and/or components required for the successful implementation of the hardware and software, and such delinquency causes a delay in the implementation schedule or increase in the overall costs incurred, Client will be required to provide UNCS with an adjustment in the schedule and/or budgetary price for the additional costs incurred during the services performed hereunder.

VIII. Service Exclusions

This SOW does not include any additional services other than those expressly described above. UNCS shall not be responsible for issues resulted by defects or lack of capability of software. UNCS can provide additional technical services and/or support on either a time and materials basis or through a separate scope of work if desired.

IX. Project Schedule and Price

UNCS estimates that the individual deliverables shall be completed within 30 business days of delivery of the products set forth on the attached Schedules. In consideration of UNCS providing the services set forth herein, Client shall pay UNCS a fee by the contract, which shall be invoiced upon system acceptance, as described in Section IV above.

Phase Three Maintenance Service

Maintenance and Service

It is common practice of many vendors to require their customers to know whether to call the software engineers or the hardware engineers when problems occur. Such practice often causes delay and confusion because the customer may not always know the appropriate department to call. Recognizing this customer inconvenience, UNCS SSD implements a servicing philosophy of Single Contact Point whenever a customer needs service. The local point of contact is the UNCS- Call Centre.

The proposed support philosophy and approach model is illustrated in the diagram below, Support Approach.

Manage SSD Maintenance Support approach as the following
8×5 NBD 24×7 support service

UNCS will dispatch support and service representative to look after care if call is log or even schedule task as state in an agreement

• Provide 1st-line help or support desk (identify problem, fix and close, or escalate if needed)
• Provide telephone or on-site support (including testing / fixing if possible)
• Provide remote support to customer network
• Provide day-to-day on-site support for complex networks
• Provide 2nd-level escalation support (receive in-depth problems from 1st-line support)
• Quarterly Maintenance Service, System healthy, configuration traffic, utilisation, error rates, desktop statistics check and report
• Research and solve complex technical questions, reconfigure or upgrade hardware or software, then close case
• Escalate problems to vendor (such as open a TAC case or have replacement equipment installed under service contract, if needed)
• Communicate new information, problem resolutions and network needs to customers, support team and vendors
• Assist with upgrades and new installations, including configuration, testing and performance validation
• Help specify new network or equipment and software
• Education, self-study and training to develop technical skills