Appendix B — Misc. Rates and Fees

Projects

A project is defined as a specific service request for setup, implementation, installation, or migration requiring dedicated engineering hours to complete and not considered a component of standard maintenance, monitoring, or support services. KeyStone may require that the Customer sign a separate Statement of Work, which shall be appended to this Master Agreement and incorporated herein.The Statement of Work will set forth the specific services to be provided, the deliverables, the project duration/schedule, the fee for services rendered, and any other pertinent details.In executing a Statement of Work for a project, Customer understands that the Terms of this Master Agreement will apply, except as specifically and expressly stated in said Statement of Work.

After-Hours Labor Billing

Determining billable after-hours work will be assessed on a case-by-case basis. KeyStone may communicate with established points of contact both during and after an after-hours need to discuss and agree upon the appropriate action to avoid any surprise billing.

Generally, after-hours billing will apply unless:

• The issue is solved by our after-hours on-call staff without further escalation.
• Escalation is required to restore critical business core operations.
• Escalation is required to respond to a reported security incident.
• KeyStone decides to take action to eliminate or minimize business disruption related to a managed system, hardware, or monitoring alert.

Rates

Project/Non-Maintenance/Overage Labor Rate (per hour): $125
Billable After-hours Support 7:00 pm-8:00 am EST. Monday-Friday, Weekends: Published rate + $30/hour (2-hour min.)

Billable Holiday Support: Published rate + $60/hour (4-hour min.)

Customer Purchased Equipment Installations: (2hr min.)

Hourly Rates are billed in one-quarter (1/4) hour increments for remote and one (1) hour increments for onsite services unless the project is a fixed bid.