COHESITY, INC.
ENHANCED SUPPORT SERVICES TERMS AND CONDITIONSIMPORTANT: These Enhanced Support Services Terms and Conditions (“Enhanced Support Terms”) only apply toEnhanced Support Services a Customer actually buys. For example, if you are a Customer buying an Installation
Service, only the Terms and Conditions and “Installation Service” sections of this document apply to you. If you area Cohesity Customer who does NOT use any Enhanced Support Services, this document does NOT apply to you.
Table of Contents
TERMS AND CONDITIONS........................................................................................................................................................ 1
Part A: Terms Applicable to all Enhanced Support Services .................................................................................................. 1
Part B: Supplemental Terms Applicable to Customized Enhanced Support Services ........................................................... 2
COHESITY ENHANCED SUPPORT SERVICES ....................................................................................................................... 3
Installation Services ................................................................................................................................................................ 3
Technical Account Manager (“TAM”) Service ....................................................................................................................... 13
Platinum Service ................................................................................................................................................................... 15
Academy Education Services ............................................................................................................................................... 17
Resident Service .................................................................................................................................................................. 18
Four-Hour Hardware Services .............................................................................................................................................. 20
Customer Support Services .................................................................................................................................................. 21
TERMS AND CONDITIONS
These Enhanced Support Terms apply to any Customer Entitled to receive any enhanced support and/or implementation
services described in this document (“Enhanced Support Services”, including Customized Services defined below) from
Cohesity, Inc. (“Cohesity”) pursuant to an Order.
Customer is Entitled to receive only the Enhanced Support Services paid for (including via Cohesity Partner), subject to any
applicable restrictions or limitations set forth in the Order. Unless otherwise stated, pricing in an Order does not include travel
and living expenses which may be charged incrementally provided they are reasonable and pre-approved by Customer. These
Enhanced Support Terms apply so long as (i) Cohesity is providing Enhanced Support Services under an Order, and (ii) theyremain Cohesity’s terms for Enhanced Support Services. In these Enhanced Support Terms, an Order could include a‘Statement of Work’ or similar document if signed between the parties (“SOW”).
These Terms incorporate and supplement Cohesity’s Support and Maintenance Terms and Conditions (“Support Terms”) andGlobal Terms and Conditions (the “Global Terms”), both of which are available at www.cohesity.com/agreements. Capitalized
terms used but not defined herein shall have their meaning as defined in the Global Terms. Part B supplements Part A below
and in event of conflict between them with respect to Customized Services, Part B prevails.
Part A: Terms Applicable to all Enhanced Support Services
1.

Cohesity Obligations and Scope. Cohesity shall use commercially reasonable efforts to deliver the Enhanced Support
Services using, as appropriate or agreed, visits to Customer premises, telephone, email, or internet (in each case withconsistent named technical support contact(s) at Customer). Cohesity shall comply with all reasonable health, safety, security
and related policies provided by the Customer in writing in advance when using Customer equipment or visiting Customer
premises, and to maintain during the performance of the Enhanced Support Services insurance reasonably appropriate to thenature thereof. The Cohesity-supplied description of the Enhanced Support Services (and Order to which it relates) exclusively
defines the scope of the Enhanced Support Services, and Cohesity is not responsible for any further services unless the Parties
execute a change order or written amendment (a “Change Order”). Unless specified otherwise in writing by Cohesity, all
Enhanced Support Services engagements are (a) time and materials based; (b) to be reviewed, agreed and prioritized at
project kickoff, and (c) delivered remotely over the number of days purchased.

2.

Exclusions. Cohesity software product(s) (the “Software Product”) are only supported on, and Cohesity is only obliged toprovide the Enhanced Support Services in respect of, Cohesity hardware product(s) (the “Hardware Product” and together
with the Software Product, “Products”) or Cohesity-certified hardware, firmware and operating system configurations. Contact
Cohesity support for a current list of certified configurations. Enhanced Support Services are provided only for (a) Supported
Releases (as defined in the Support Terms) of a Software Product; (b) Hardware Products which are supported (including withrespect to Cohesity’s Platforms End-of-Life Terms and Conditions at www.cohesity.com/agreements), and (c) Products which
are in all respects otherwise eligible for Cohesity support in accordance with the Support Terms.

3.

Customer Obligations. Customer shall meet any agreed time commitments, and – if reasonably necessary – shall provide
Cohesity with (a) information and data (b) access to networks, systems and premises, (c) access to senior Customer personnel
with knowledge of the subject matter of the Enhanced Support Services and decision-making authority, and (d) periodic signPage 1 of 21

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offs or other approvals. Customer is responsible for the accuracy and completeness of information and data provided toCohesity. Customer acknowledges that failure to comply with these obligations may result in delays to Enhanced Support
Services. Cohesity may terminate the Customer’s right to Enhanced Support Services for material breach of these Enhanced
Support Terms by written notice effective in 10 days unless Customer first cures such breach. Cohesity’s pricing and its ability
to meet its obligations are dependent on Customer meeting its obligations hereunder. Please note that the installation process
requires that certain parts of the infrastructure (e.g. data and management networks) are already in place and configured sothat implementation can be completed in the agreed number of visits by the installing engineer. Not having this infrastructure
ready before Cohesity arrives on site is typically the most significant cause of schedule delays in deployment projects.
4.

Personnel & Subcontracting. Cohesity reserves the right to (a) select and assign personnel for Enhanced Support basedon skill levels required and available resources, and (b) subcontract all or any part of the Enhanced Support Services toindependent contractors selected by Cohesity. Cohesity shall be responsible to Customer for the performance of (and any
breach by) such subcontractors, and subcontracting shall not relieve Cohesity of its obligations hereunder.

5.

Ownership. Cohesity owns exclusively all right, title and interest (including all intellectual property rights) in the Enhanced
Support Services, including without limitation all methodologies, documents and processes, and all results, deliverables andwork product ("Work Product") resulting therefrom, including product extensions and other Customized Services. Effective ineach case upon its creation, each other party hereby assigns all rights it may have in the results of any Enhanced Support
Services (including any Work Product) to Cohesity. Cohesity does not intend that any other party (or third party) be a joint
author of Work Product or other intellectual property arising out of or relating to Enhanced Support Services and in no event
shall same be deemed to have been developed jointly. The parties further agree and acknowledge that product extensions arecomponents of Cohesity’s proprietary software, which is licensed by Cohesity for use by Customer and, if applicable, its end
users strictly in accordance with the terms and conditions of the applicable software license.

6.

Warranties. Cohesity represents, warrants and covenants that the Enhanced Support Services will (a) be performed in a
professional and workmanlike manner, using appropriately qualified personnel; (b) (at the time of their completion) materiallyconform to these Enhanced Support Terms, and (c) not be performed in a manner inconsistent with any obligation Cohesity
may have to others. The foregoing warranties (i) shall not apply in the event Cohesity’s performance hereunder is impeded or
prevented by actions outside Cohesity’s control, and (ii) are subject to Customer notifying Cohesity in writing of the alleged
breach of warranty within 30 days after completion of the Enhanced Support Services. Customer’s sole remedy for breach of
the warranty is for Cohesity to correct or re-perform the non-conforming Enhanced Support Services so as to comply with these
Enhanced Support Terms. EXCEPT AS EXPRESSLY PROVIDED ABOVE, TO THE MAXIMUM EXTENT PERMISSIBLE
UNDER APPLICABLE LAW ALL ENHANCED SUPPORT SERVICES ARE PROVIDED ON AN “AS IS” BASIS WITHOUT ANY
WARRANTY. COHESITY AND ITS SUPPLIERS EXPRESSLY DISCLAIM ALL OTHER WARRANTIES. COHESITY WILLHAVE NO LIABILITY FOR LOSS OR CORRUPTION OF ANY DATA FOR ANY REASON.

7.

Relationship of the Parties. Notwithstanding any provision hereof, Cohesity is an independent contractor and is not an
employee, agent, or joint venturer of Customer. Neither Party shall make any commitment, by contract or otherwise, binding
upon the other or represent that it has authority to do so.

8.

Acceptance. Acceptance of the Services shall be deemed granted within 10 calendar days after delivery unless a detailed
notice of rejection is received by Cohesity within that time.
Part B: Supplemental Terms Applicable to Customized Enhanced Support Services
This Part B applies to Enhanced Support Services to the extent comprising customized professional services or engineering
consulting days (and to any SOW) to be performed by Cohesity pursuant to an Order, including where such services/days are
obtained from a Cohesity Partner for resale to Customer (“Customized Services”).

1.

Cohesity Obligations and Scope. Subject to payment of the applicable fees, Cohesity shall use commercially reasonable
efforts to deliver the activities within the days set forth in the summary of customized services provided by Cohesity in a quote,
SOW or other mechanism (the “Customized Services Summary”). The Customized Services Summary (and Order to which
it relates) exclusively defines the scope of the Customized Services, and Cohesity is not responsible for any further Customized
Services unless the Parties execute a Change Order2.

Customer Obligations. If reasonably necessary, Customer shall (a) provide Cohesity with access to Customer resources
to assist Cohesity in development and testing of Customized Services; (b) actively participate in the planning process andprovide the requested planning information before Cohesity personnel are scheduled to go onsite and/or commence work.
THESE ENHANCED SUPPORT TERMS (A) CONSTITUTE A CONTRACT AND NOT A WARRANTY, AND (B) ARE AN
ADDITIONAL PART OF THE AGREEMENT AND DO NOT CHANGE OR SUPERSEDE ANY TERM OF THE AGREEMENTEXCEPT TO THE EXTENT UNAMBIGUOUSLY CONTRARY THERETO.

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COHESITY ENHANCED SUPPORT SERVICES1
Installation Services
Program Description
Service

SKU/Tier
PS-CONSULTANT-BLOCK:
PS
Consultant prepaid day rate
for engagements (6+ Days)
PS-CONSULTANT-DAY: PS
Consultant prepaid day rate
for engagements under 6
Days

Consulting

PS-CUSTOM-SOW: Forlarge complex service
engagements over $25K
threshold.

Summary

Availability

Time and Materials consulting days for the number of days
purchased.
Any agreed activities will be listed, reviewed, agreed.
prioritized and submitted to the customer under a separate
SOW.
The right to the service will be good for 1 year uponordering/shipment after which the entitlement expires (andis nonrefundable).

Worldwide

PS-ENGINEER-BLOCK: PS
Engineerprepaid day rate forengagements (6+ Days)
PS-ENGINEER-DAY: PS
Engineerprepaid day rate forengagements (under 6
Days)
PS-INSTALL-SM-CLUS:
Install one cluster (3-8
nodes) on physicalhardware, Virtual Edition,
or Cloud Edition (SM, MD,
LG nodes) for readiness toconfigure jobs.

Installations

PS-INSTALL-MD-CLUS:
Install one cluster (9-24
nodes) Cohesity software
installation on physicalhardware, Virtual Edition, or
Cloud Edition OR 3-8 nodesof Cloud Edition (XL nodes)
for readiness to “configure
jobs.”
PS-INSTALL-LG-CLUS:
Install one cluster (25-48
nodes) on physicalhardware, Virtual Edition,
or Cloud Edition OR 9-24
nodes of Cloud Edition(XL nodes). Readiness to“configure jobs.”
PS-INSTALL-XL-CLUS:

1

Includes prep call with Customer, system validation testing
and up to 90 mins of Customer education.
Cohesity Qualified Hardware Cloud Edition (SM, MD, LG
Nodes), Virtual Edition (Multi Cluster)●●●●

PS-INSTALL-SM-CLUS (3 – 8 nodes)
PS-INSTALL-MD-CLUS (9 – 24 nodes)
PS-INSTALL-LG-CLUS (25 – 48 nodes)
PS-INSTALL-XL-CLUS (49 – 72 nodes)

Cloud Edition (XL Nodes)●

PS-INSTALL-MD-CLUS (3 – 8 nodes)●

PS-INSTALL-LG-CLUS (9 – 24 nodes)● PS-INSTALL-XL-CLUS (25 – 48 nodes)
Cloud customers must be cloud ready with existing cloud
accounts. Installations must be at the same site. Multiple
sites require additional purchase per site. ISO install image
must be copied to Unix datastore before schedulingservices.
Cloud Edition installations larger than three (3) nodes, or
Azure.GOV installs require scoping by
svcsales@cohesity.com.
The right to the service will be good for 180 days ofordering/shipment after which the entitlement expires (andis nonrefundable).

Worldwide

IMPORTANT: Cohesity does not rack, stack, cable, or
configure out-of-band-management or firmware of 3rd Party

PS-Custom-SOW SKU is also covered by these Enhanced Support Terms
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Program Description
Service

SKU/Tier
Install one cluster (49-72
nodes) on physicalhardware, Virtual Edition,
or Cloud Edition OR 25-48
nodes of Cloud Edition(XL nodes). readiness to“configure jobs.”

Summary

Availability

hardware. If you require these services, please work withyour authorized hardware provider.

Includes prep call with Customer, system validation testing
and up to 90 mins of Customer education.

Installations ROBO

Installations –Node Add
Services

Installations –Node Add
Services

PS–INSTALL–ROBO:
Remote installation of
Cohesity software on up- to-3
ROBO nodes/units to beready to configure dataprotection and services. OR
up to three single node VE
instances.

PS-NODE-ADD: Addition of
up to four (4) nodes ofqualified hardware to an
existing cluster.

PS-HW-REFRESH – End-of
life hardware replacement, 1chassis, up-to- 4 nodes

The right to the service will be good for 180 days ofordering/shipment after which the entitlement expires (andis nonrefundable).

Worldwide

IMPORTANT: Cohesity does not rack, stack, cable, or
configure out-of-band-management or firmware of 3rd Party
hardware. If you require these services, please work withyour authorized hardware provider.
Includes preparation and configuration of Cohesity hardware
nodes, imaging nodes with desired release and validationthat nodes are communicating across cluster and network.
The right to the service will be good for 180-days ofordering/shipment after which the entitlement expires (andis nonrefundable).

Worldwide

PS hardware refresh (end-of-life hardware replacement
service), Install software on 1 chassis, up-to-4 nodes;
Confirm hw compatibility & site readiness; capture
requirements, install software and add nodes to cluster.
Verify node communications. Logically remove end-of-life
hardware from cluster.
Worldwide
Selected cluster replacement hardware should be confirmed
to be compatible before purchasing this SKU.
The right to the service will be good for 180 days ofordering/shipment after which the entitlement expires (andis nonrefundable).

Installations –Commercial

PS-COMM-ONBOARD – PSCOMM
Install Cohesity software on(4) C5000 nodes, config 1
hypervisor

US-COMMERCIAL ONLY
Cohesity software installation only
on up-to-four C5016 or C5026 nodes (purchased
separately). Remote installation only.
Includes one data protection job configuration for either
VMware or Hyper-V. Register one source, configure one
policy, join one Active Directory, perform one backup andrecovery.

United States
ONLY

The right to the service will be good for 180-days ofordering/shipment after which the entitlement expires (andis nonrefundable).

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Program Description
Service

SKU/Tier

Summary

Availability

Installations –Data Protection
Configuration

PS-JUMPSTART
Install one cluster (3-8
nodes), create backups - up
to 3 workloads.

Install one cluster (3-8 nodes) Cohesity software only.
Create backup jobs for up to 3 workloads - limited scope.
See Terms & Conditions for additional details. Priced persite. Service days must be consecutive business days.
Expires 180 days from PO.

Worldwide

PS-SMART-START-SM:
Install one cluster (3-8
nodes) on physical hardware,
Virtual Edition, or Cloud
Edition (SM, MD, LG nodes)

Installations –File & Object
Configuration

PS-SMART-START-MD:
Install one cluster (9-24
nodes) Cohesity software
installation on physicalhardware, Virtual Edition, or
Cloud Edition OR 3-8 nodesof Cloud Edition (XL nodes)
PS-SMART-START-LG:
Install one cluster (25-48
nodes) on physical hardware,
Virtual Edition, or Cloud
Edition OR 9-24 nodes of
Cloud Edition (XL nodes).

File & Object Configuration includes:● Create Views (Up to 2 Views:1 SMB and 1 NFS)
● Create Mount Points (1 NFS, 1 SMB)
● Configure one S3 Object● AD or LDAP Integration (1 AD or 1 LDAP)● NAS Tiering for 1 NAS Mount● Audit Log Configuration (Up to 2 Views)
Marketplace App Integration (Clam AV)
This service is priced per site and only provided inconjunction with an active installation entitlement. Service
days must be consecutive business days. Basic installationmust have already been completed as per Installation SKU.

Worldwide

The right to the service will be good for 180 days ofordering/shipment after which the entitlement expires (andis nonrefundable).

PS-SMART-START-XL
Install one cluster (49-72
nodes) on physical hardware,
Virtual Edition, or Cloud
Edition OR 25-48 nodes of
Cloud Edition (XL nodes)

PS-QCKSTART-SM:
Creation of backup jobs for
up to four (4) supported
workloads in a SMALL
environment (3-8 nodes).

Data Protection
Implementation

PS-QCKSTART-MD:
Creation of backup jobs for
up to four (4) supported
workloads in a MEDIUM
environment (9-24 nodes).
PS-QCKSTART-LG:
Creation of backup jobs for
up to four (4) supported
workloads in a LARGE
environment (25- 48 nodes).

● This service is priced per site and only provided inconjunction with an active installation entitlement.
Service days must be consecutive business days. Basic
installation must have already been completed as per
Installation SKU● Scope-of-work finalized during Planning and Design● Use case validation testing up to 10% of total
configuration count and dependent on customer
providing access to servers● Quick Start Service is offered as Remote Delivery ONLY
● For questions or additional information, contact
svcsales@cohesity.com

Worldwide

The right to the service will be good for 180 days ofordering/shipment after which the entitlement expires (andis nonrefundable).

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Program Description
Service

SKU/Tier

Summary

Availability

Security Health Check Service - Professional Services
Security Health Check, analysis and recommendations.
Security HealthCheck

PS-SECHLTHCHK

Includes cluster, security and cybersecurity health checks,
scored findings and remediation recommendations on up to
5 clusters.

Worldwide

Service days must be consecutive business days. The rightto the service will be good for 365 days from PO after which
the entitlement expires (and is nonrefundable).
Quarterly PS Security Health Check analysis and reporton up-to-5 clusters. Includes health checks, scoredfindings and recommendations, and limited cyber-event
cluster recovery services on up to 5 clusters.
Security –HealthCheck

PS-SECURITY-BASE - Qtrly
SecHlthChk, up to 5 clusters+ cyber event support

Service days must be consecutive business days. The
right to the service will be good for 365 days fromengagement kickoff after which the entitlement expires(and is nonrefundable).

Worldwide

Remote access is required for this service.
Services are delivered remote-only. This service is NOT
available for DARK sites.

Security –HealthCheck

PS-SECURITY-BASEADDON – Add 5 clusters to
PS-SECURITY-BASE SKU

Add up-to-5 clusters to existing PS- SECURITY-BASE
Service Scope. Requires purchase of PS-SECURITYBASE SKU.
Service days must be consecutive business days. The
right to the service will be good for 365 days fromengagement kickoff after which the entitlement expires(and is nonrefundable).

Worldwide

Remote access is required for this service. Services aredelivered remote-only. This service is NOT available for
DARK sites.

Cluster Health Check

PS-CLUS-HEALTH - Cluster
Health Check on up to 2
clusters, 4 workloads.

Professional Services Cluster Health Check includes
cluster configuration, release and patch version,
networking, fault tolerance, storage domain and dataprotection workload configuration. Remote delivery only.
Pre-billed and expires 180 days from PO. Customer
interviews must be scheduled on consecutive business
days.

Worldwide

Cohesity Advanced Services will deploy up-to 3 Cloud
Services supported workloads as part of this service.
Additional workloads require the purchase of additional
services.
Cloud
Services
Deployment

PS-CCS-DEPLOY - Cloud
Service deploy, install, config
SaaS connectors, recover,validate

See Table 3 below for sizing and workload limits

Worldwide

Installation of up-to (4) SaaS Connectors is included withthis service.
The right to the service will be good for 180 days from PO
after which the entitlement expires (and is nonrefundable).

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Program Description
Service

FortKnox
DeploySKU/Tier

PS-FORTKNOXFortKnox deploy, install,config, create quorum,
validate

Summary

Availability

Kick-off call, Pre-Integration Planning, Verification of
Account access to Helios, Helios Guided Tour, Upgrade torequired Cohesity version for FortKnox, Creation of
FortKnox Vaults, Selection of Region and Encryption Key
Management System, Create Quorum Groups forrecovery, Reporting, Recovery Validation
Worldwide

Minimum OS version 6.8.1.
This service will deploy based on the subscription
purchased. The right to the service will be good for 180
days from PO after which the entitlement expires (and isnonrefundable).
Migrate SMB/NFS data from Isilon/NetApp/Generic NAS to
Cohesity (SMALL, MEDIUM, or LARGE Tier).

NAS File
MigratePS-NAS-FILEMIGRATE-SM,
MD, LG Migrate SMB/NFS data from
Isilon/NetApp/Generic NAS to
Cohesity (SMALL Tier)

DataHawk
Deployment

PS-DATAHAWK-DEPLOY
Deploy & configure DataHawk
onto an existing physicalcluster.

See Table 4 below for sizing and workload limits.
Register source workloads, configure data protection,
backup jobs and replication. The right to the service will begood for 180 days from PO after which the entitlement
expires (and is nonrefundable). Includes cutover testing,execution, verification and TOI. This service is delivered
remote only.
Validate license; Upgrade (1) cluster to req’d OS. Install
software on and configure up-to-2 App nodes. Configure
DataHawk Engine, validate Data Sensitivity sources; Initiate
Threat Detection Scan; Configure (1) FortKnox vault;
Review GUI & Best Practice. Pre-billed and expires 180
days from PO.

Worldwide

Worldwide

PS-SITECON-DEPLOY-SM – Deploy & configure Site
Continuity on (1) prod and (1) DR cluster;
backup/replication; DR plans; test, failover/failback for 10
VMs; review UI and best practices.
Site Continuity
Deployment

PS-SITECON-DEPLOY-SM,
MD – Deploy Site Continuity
on primary and secondary
cluster.

PS-SITECON-DEPLOY-MD – Deploy & configure Site
Continuity on (1) prod and (1) DR cluster;
backup/replication; DR plans; test, failover/failback for 50
VMs; review UI and best practices.

Worldwide

Remote delivery ONLY. Pre-billed and expires 180 days
from PO. Installation NOT included.
* Limitations in some locations

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Table 1: JumpStart Service - Workloads and Sizing Chart
Data Protection Workload

Service Scope Limit

Virtualization
VMware# of vCenters# of VMs

1
Up to 100Hyper-V# of SCVVM# of VMs

1
Up to 100

Databases (Agent-based
ONLY)
Microsoft SQLStandalone FCI-AAG

2 instances
1 instanceOracleStandalone
RAC

2 instances
1 instancePhysical Servers
Windows Server

Up to 2 Servers

Linux Server

Up to 2 Servers

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Table 2: Quick Start Service – Workloads and Sizing Chart
Source Workload Type

Small Tier

Medium Tier

Large Tier

Up to 2Up to
200

Up to 4Up to
2000

Up to 8Up to
3000

Up to 2Up to 5Up to 10

Up to 2Up to 5Up to 10

2
Up to
200
Up to 5

4
Up to
2000
Up to 15

8
Up to
3000
Up to 25

Physical Server - Microsoft Windows

Up to 5Up to 10

Up to 20

Physical Server - LinuxUp to 5Up to 10

Up to 20

Physical Server - UNIX
Databases - MSSQL
Sources
Databases - Oracle
Sources
Databases - M365
Sources
Databases - NoSQL
Sources (Cassandra, or MongoDB)
Databases - Hadoop
Sources (HDFS, Hive or HBase)
NAS - NetApp
VolumesNAS - Dell EMC Isilon
VolumesNAS - Pure Storage Array
VolumesNAS - GenericVolumes

Up to 5Up to 10

Up to 20

Up to 5Up to 7Up to 5Up to 7Up to 10

Up to 5Up to 7Up to 10

Up to 2Up to 4Up to 8Up to 3Up to 6Up to 9Up to 5Up to 7Up to 15

Up to 5Up to 7Up to 15

Up to 5Up to 7Up to 15

Up to 5Up to 7Up to 15

VMWare vCenters
VM's pervCenterCloud Sources
Azure, AWS
Cloud Sources
GCP
Microsoft Hyper-V
SCVMM
VM's per
SCVMM
Hyper-V
Servers

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Table 3: Cohesity Cloud Services Deployment Service - Workload Object Limits
Source Workload Type

Objects

Virtualization
VMware, Hyper-V, AWS EC2
Virtual Machines
Virtual Sources * *Up to 50 VMs
Up to 2

Databases
Microsoft SQLSQLUp to 5

OracleOn-Prem Instances

Up to 5

Applications
M365# of Users(Mailbox, OneDrive, SharePoint & Teams)

Up to 100 Users

Applications (counts as all 3 workloads)
M365

Up to 4000

Mailboxes
Storage
Isilon, NetApp, Generic NAS# of RegisteredSources # of TB to beProtected

2
Up to 50 TB

PhysicalWindows,
Linux # ofServers

Up to 4

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Table 4: NAS File Migration Service - Workloads and Sizing Chart
Small Tier
PS-NAS-FILEMIGRATESM

Medium Tier
PS-NAS- FILEMIGRATEMD

Large Tier
PS-NAS-FILEMIGRATELG

Up to 50TB

Up to 200TB

Up to 400TB

Number of File Servers

Up to 2Up to 5Up to 10Authentication Providers

Up to 2Up to 4Up to 8

Data TB

ProtocolSupported NAS Vendor

SMB V2/V3, NFS V3
ISILON, NetApp, Generic NAS Storage, Windows File Servers

User Mapping Methodology:
DFS, GPO, Logon Script, AD ProfilePath

Up to 1Up to 2Up to 4

Number of Cutover Events

Up to 5 *Up to 10 *Up to 13*Up to 10 TB

Up to 20 TB

File Migration

TB Per Cutover Events*See additional limitations in Section 4 below.

1.

Services
The following delivery guide describes the installation services defined in the table above (the “Installation Services”):
The Cohesity install service offering includes installations and configuration of a Cohesity cluster to be ready to accept
data for various use cases (e.g. data protection, file services). The service includes hardware installation, software
configuration of the Cohesity platform and its basic data protection features, as well as integration into the customer
network. The Installation Services shall be performed by Cohesity personnel or its subcontractor, as applicable (the“Cohesity Authorized Representative”).
IMPORTANT: Rack and Stack of Hardware IS ONLY INCLUDED for Cohesity Hardware. If a customer requires a rackand stack of NON-Cohesity hardware, please work with the authorized partner to quote the proper solution.

2.

3.

Cohesity Requirements
Cohesity shall provide a pre-installation checklist that details the required infrastructure and configuration informationnecessary. A member of the Cohesity team shall conduct a call with the Customer to review the checklist, answer any
questions, and confirm the prerequisites listed below before proceeding with the installation.
•

Pre-Engagement Calla) Review and scope expectations;b) Identify stakeholders and key contacts;c) Identify project constraints and limitations;d) Review prerequisites and environment readiness;e) Prepare and complete logical configuration capture document; andf) Physical installation of equipment•

Success Enablementa) Create Cohesity support portal account(s), as needed;b) Request Cohesity training portal account(s), as needed; andc) Verify Cohesity Support break/fix contact information, as needed.

•

Knowledge Transfer Workshop, up to ninety (90) minutesa) Review Cohesity configuration and basic system operations; andb) Review Cohesity support portal.

•

Installation Project Close Out and Completion

Customer Requirements:
Cohesity’s Installation Service obligations are conditioned upon you meeting the following obligations:a) Timely payment of all applicable Installation Services fees and other relevant fees;b) Providing the Cohesity Authorized Representative reasonable access to your premises/site and/or network andpersonnel as the Cohesity Authorized Representative reasonably requests to assist the Cohesity Authorized
Representative in performing the installation;
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c)
d)
e)
f)
g)
4.

While on site, providing access to the network/firewall administrator as well as someone with administrative
privileges on the backup sources;
Ensuring that the pre-installation worksheet is filled out and sent to the Cohesity Authorized Representative prior to
onsite or remote installation;
Ensuring that the physical environment is ready and cleared for physical installation;
Ensuring that network switches are installed and configured prior to Cohesity’s Authorized Representative coming
onsite (or prior to remote installation, as applicable); andEnsuring that proper network speeds have been obtained for all performance needs.

Scope Limitations
The Installation Services are intended to be completed in one (1) visit. The delivery of the service should not exceed inmost cases one (1) day on site per SKU (or two (2) days for large clusters).
With respect to Number of Cutover Events, the following are not included:● Multiprotocol migration● DataLock migration● Anything above 1 billion files or 400 TB storage● Any white glove services● Installation, basic installation must have already been completed per Installation SKU● New script development for failover, failback or migration are out of scope● Use case validation testing beyond 10% of total configuration count (also dependent on customer providing accessto servers)

5.

Specific Exclusions
The Cohesity Authorized Representative shall have no obligation to install: (i) altered or damaged Products or any
portion of a Product incorporated with or into other hardware, as applicable; or (ii) Products with problems caused by(a) Customer’s negligence, abuse or misapplication, (b) use of Products other than as specified in Cohesity’s user
manual, or (c) other causes beyond Cohesity’s control.

6.

Definitions● “Engagement” means the organized meetings between Cohesity Authorized Representatives and the Customer.
● “Remote” means not physically on site.
● “Cluster” means a group of nodes that work in sync with one another.

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Technical Account Manager (“TAM”) Service
Program Description
Service

SKU/Tier

Summary

PS-TAM-6MOS: Regional TechnicalAccount Manager – Shared resources for 6month engagement

Technical AccountManager

PS-TAM-1YRS: Regional TechnicalAccount Manager – Shared resources for 1year engagement
PS-TAM-3YRS: Regional TechnicalAccount Manager – Shared resources for 3year engagement
PS-TAM-5YRS: Regional TechnicalAccount Manager – Shared resources for 5year engagement

Availability

The technical account manager isan enhanced service provided inconjunction with an active support
contract on a Cohesity product.
Shared resources for length ofengagement starts when SKU isfulfilled. The right to the service will
be good for 1 year uponordering/shipment after which theentitlement expires (and isnonrefundable).

Worldwide

Each TAM is a shared resource that can be assigned to support up to 5 Cohesity customers at a time, The Cohesity TAM
Service includes 1/5th of the designated TAM weekly time. Additional TAM only SKU’s can be purchased, up to 5 slices, for a
dedicated resource.
1.

Services:
The following delivery guide describes the Technical Account Manager Service defined in the table above (the “TAM”):● The Cohesity TAM service offering is an assigned resource contracted for a fixed-term (typically yearly or
multiyear) engagement.
● The “Cohesity Regional TAM” offering is a shared resource that operates from 9am – 5pm in a single time zone
local to Customer (unless otherwise agreed to by both parties) and is aligned with Cohesity’s 24/7 escalation
management and support services.
The period for which the TAM or Platinum Service will be provided is specified in the relevant Order (the “Service Period”).

2.

Cohesity Requirements
An assigned Cohesity resource will provide engagement management of the service. During the Service Period, theCohesity resource will be available remotely via phone and email to address high-level concerns or issues encountered.
Cohesity may provide the following Services as needed and as further set forth in the table below.
a.
b.
c.
d.
e.

A primary escalation point-of-contact for support and overseer of open P1/P2 support cases;
Identify critical paths, support issues and escalation as needed;
Host weekly/biweekly meeting to provide updates and next steps;
Provide internal coordination of Subject Matter Expert (“SME”) access as required; andIn the event that the designated TAM is out of office and unavailable to provide support, a backup TAM will
be assigned by Cohesity to support your account.

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Delivery Details

Frequency

Case Open System

24x7 access to Cohesity Support via web portal, phone, and email

N/A

TAM Availability

9:00 am to 5:00 pm weekdays in Customer's local time zone
unless otherwise agreed to by both parties

N/A

Review service requests (“SRs”) and SR handlingAs necessary

Provide account specific implementation and business details to
support engineers

As necessary

Rapid response for escalation

As requested“Root Cause Analysis” reports (Hardware Products and Software
Products) for critical issues

As requested

Follow-up on Hardware Products failure analysis for RMAs

As requested

Meetings held by the TAM to review engagement activities:● Case management & priority setting● Projects & operations review

Up to once a
week

Review open/pending feature enhancements with timeline planning

QuarterlyInternal customer advocate for new feature enhancements

As necessary

Support CaseManagement

Account Management
Calls
Management of
Feature Enhancement
Activity

General Software Products release status review:
Upgrade and Release
Management Support●

Review published release notes forrecommended release●

Share best practices

Quarterly

Major release (“LTS”) adoption & planning tailored to customer
environment and deployment

Quarterly

Onsite meeting to define and review engagement deliverables,
metrics and timelines

Quarterly

Joint business reviews (“QBRs”) to ensure engagement
deliverables, metrics and timelines are met

Quarterly

Facilitate presentation of product and technology roadmaps

As requested

Proactive

Proactive critical issue communication

As necessary

Information Sharing

Ensure executive visibility and communication coordination on
critical issues

As necessary

Provide white paper and best practices documentation

As available

Business Reviews

3.

Customer Requirements
Cohesity’s obligations are conditioned upon you meeting the following obligations:a. Provide a primary and secondary point-of-contact to work with the Cohesity TAM resource;b. Provide agreed upon technical resources and all agreed upon required technical information;c. If possible, provide documents/network topology diagrams of deployment in a timely manner; andd. Respond in a timely fashion to questions posed by Cohesity resources(s) regarding the service.

4.

Scope Limitations
TAM resources operate regionally from 9am – 5pm in a single time zone local to Customer (unless otherwise agreed
to by both parties). During non-business hours, Customers will be handled directly by the Cohesity high-priority support
queue until the next business day.

5.

Definitions● “TAM” means Technical Account Manager.
● “Engagement” means the organized meetings between Cohesity and the Customer.
● “Remote” means not physically on site.
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Platinum Service
Program Description
Service

SKU/Tier

Summary

PS-PLATINUM-6MOS: Regional TAM +Designated SRE – Shared resources
for 6-month engagement
PS-PLATINUM-1YRS: Regional TAM +Designated SRE – Shared resources
for 1-year engagement
Platinum Service

The platinum service is anenhanced service provided inconjunction with an active support
contract on a Cohesity product.

PS-PLATINUM-3YRS: Regional TAM +Designated SRE – Shared resources
for 3-year engagement
PS-PLATINUM-5YRS: Regional TAM +Designated SRE – Shared resources
for 5-year engagement

1.

Availability

Worldwide
Shared resources for lengthof engagement starts when
SKU is fulfilled.

Services
The following delivery guide described the Platinum Service defined in this table above:
Platinum Service is a unique opportunity to leverage two highly knowledgeable Cohesity technical experts, both a named
DSE and TAM, with in-depth knowledge of your environment for immediate assistance as well as short- and long-term
guidance and advocacy. Please see the “Technical Account Manager (“TAM”)” Service description above for details on the
TAM.
Assigned DSE - Every DSE is a senior, top-level support engineer. Yours will be directly responsible for handling your cases
to your satisfactory resolution. Our DSEs are experienced with all aspects of the Cohesity platform and they will be able toprovide environment-specific insights that help overcome existing issues to achieve business objectives.
Assigned TAM - Every TAM is a seasoned technical veteran with access to all the information and resources needed tomeet your operational goals. Your TAM will take immediate action to assess current cases, review resolution priorities andplans, and capture feedback and suggestions. Your TAM will also work collaboratively with you and your team to set
objectives, share feedback with Cohesity, and drive action. TAMs track requested product enhancements and promote
roadmap input internally. They establish a regular cadence to review your ongoing experience, provide reports about yourcurrent environment, and build action plans and recommendations to drive desired outcomes, ensuring your secondary
workloads are protected and productive across multi-clouds.

2.

Cohesity Requirements
An assigned Cohesity resource will provide engagement management of the service. During the Service Period, theCohesity resource will be available remotely via phone and email to address and high-level concerns or issues encountered.
Cohesity may provide the following Services as needed and as further set forth in the table below:
a. A primary escalation point-of-contact for support and overseer of open P1/P2 support cases;
b. Identify critical paths, support issues and escalation as needed;c. Host weekly/biweekly meeting to provide updates and next steps; ord. Provide internal coordination of Subject Matter Expert (“SME”) access as required.

From 9am – 5pm in a single time zone local to Customer (unless otherwise agreed to by both parties), your support calls will berouted to your DSE. If for any reason your DSE is unavailable to provide support, your call will be routed to the Platinum Support
queue.
During off business hours and weekends, your support calls will be routed to the general Premium Support queue.
In the event that the designated TAM is out of office and unavailable to provide support, a backup TAM will be assigned by
Cohesity to support your account.

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Delivery Details

Frequency

Case Open System

24x7 access to Cohesity Support via web portal, phone, and email

N/A

TAM Availability

9am – 5pm in a single time zone local to Customer unless otherwise
agreed to by both parties

N/A

DSE Availability

9am – 5pm in a single time zone local to Customer unless otherwise
agreed to by both parties

N/A

Support Case Management

Account Management Calls
Management of Feature
Enhancement Activity

Upgrade and Release
Management Support

Business Reviews

Review service requests (“SRs”) and SR handlingAs necessary

Provide account specific implementation and business details to
support engineers

As necessary

Rapid response for escalation

As requested

Root Cause Analysis reports (Hardware Products and Software
Products) for critical issues

As requested

Follow-up on Hardware Products failure analysis for RMAs

As requested

Meetings held by the TAM to review engagement activities:● Case management & priority setting● Projects & operations review

Up to once a week

Review open/pending feature enhancements with timeline planning

QuarterlyInternal customer advocate for new feature enhancements

As necessary

General Software Products release status review:● Review published release notes forrecommended release● Share best practices

Quarterly

Major release (“LTS”) adoption & planning tailored to customer
environment and deployment

Quarterly

Onsite meeting to define and review engagement deliverables, metrics
and timelines

Quarterly

Joint business reviews (“QBR”) to ensure engagement deliverables,
metrics and timelines are met

Quarterly

Facilitate presentation of product and technology roadmaps

As requested

Proactive

Proactive critical issue communication

As necessary

Information Sharing

Ensure executive visibility and communication coordination on criticalissuesAs necessary

Provide white paper and best practices documentation

As available

3.

Customer Requirements
Cohesity’s obligations are conditioned upon you meeting the following obligations:a. Provide a primary and secondary point-of-contact to work with the Cohesity TAM resource; Provide agreed upon
technical resources and all agreed upon required technical information;b. If possible, provide documents/network topology diagrams of deployment in a timely manner; andc. Respond in a timely fashion to questions posed by Cohesity resources(s) regarding the service.

4.

Scope Limitations
TAM and DSE are shared resources operating from 9am – 5pm in a single time zone local to Customer unless otherwise
agreed to by both parties. During non-business hours, Customers will be handled directly by the Cohesity high-priority
support queue until the next business day. The Cohesity Platinum Service includes 1/5th of the designated TAM and DSE
weekly time. Additional Platinum SKU’s can be purchased, up to 5 slices, for dedicated TAM and DSE resources.

5.

Definitions● “DSE” means Designated Support Engineer.
● “TAM” means Technical Account Manager.
● “Engagement” means the organized meetings between Cohesity and the Customer.
● “Remote” means not physically on site.
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Academy Education Services
Program Description
Service

SKU/Tier

Summary

Availability

The right to the service
will be (i) good for 365
days after ordering after
which the entitlement
expires, and (ii) is
nonrefundable. Contact
academy@cohesity.com
for a schedule of course
offerings.

Worldwide

TR-VIRTCLASS-1DY:
One (1) day
instructor-led virtual webinar class dedicated to single
company (1-12 students)
TR-SITECLASS-2DY: Two (2) day
instructor-led onsite class dedicated to single company (112 students)
TR-SITECLASS-3DY: Three (3) day
instructor-led onsite class dedicated to single company (112 students)
AcademyEducation Services

TR-SITECLASS-4DY: Four (4) day
instructor-led onsite class dedicated to single company (112 students)
TR-SITECLASS-5DY: Five (5) day instructor- led onsiteclass dedicated to single company (1-12 students)
TR-VIRTSEAT-1DY: One (1) student seat for one (1) day
of instruction in an instructor-led online webinar class orinteractive eCourse.

TR-VIRTSEAT-1DY-CSCO: One (1) student
seat for one (1) day of instruction in an instructor-led
online webinar class or interactive eCourse.
* An eCourse comprises pre-recorded videos and interactive exercises available to Customer via website.
1.

Servicesa. The Cohesity Academy Education Services may include virtual and/or on-site training (or “hands-on” labs) of
Customer personnel regarding Cohesity Products.
b. Once booked, the applicable Academy Education Services may not be canceled, transferred or rescheduled except
at Cohesity’s discretion. Further details may be specified in documentation related to the specific Academy
Education Services.

2.

Customer Requirements
a. Customer shall ensure attendees on its behalf comply with Cohesity’s reasonable instructions and rules in relation
to Academy Education Service (e.g. minimum technology requirements). Customer is responsible for all costs
incurred in relation to attendance of Academy Education Services (e.g. costs of travel).

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Resident Service
The Cohesity Resident Services is designed to help top enterprise customers get the most out of their Cohesity purchase. Our
Residents, whether onsite or remote, provide ongoing help to ensure that your Cohesity environment is achieving the desired
results.
Benefits:● Primary point of contact for Enterprise Services delivery● Residents work closely with your team to meet your company’s processes and business objectives● Focused on ensuring your environment is configured properly and running at optimum levels● Accelerate your time-to-value by getting your environment, use cases and workloads operating quickly● Has a detailed understanding of your environment and represents your services expectations as required● Participates in your change management procedures● Validate software patches and field alerts and advises you on next steps

Program Description
Service

SKU/Tier

Summary

PS-RESIDENT-6MOS: Professional
Services Resident Engineer resourcefor 6-month engagement

Availability

The Cohesity Resident Service offering
is a dedicated resource contracted for
fixed-term engagements.
The assigned Cohesity resource will
perform activities/available services (asdefined below) at the Customer’s
direction.

Professional
Services Resident
Engineer
PS-RESIDENT-1YRS: Professional
Services Resident Engineer resourcefor 1-year engagement

Worldwide

The right to the service will be good for 1
year upon ordering/shipment after which
the entitlement expires (and isnonrefundable).

1.

Services
The following describes the Resident Service in the table above (the “Resident”):● The Cohesity Resident Service offering is a dedicated resource contracted for a fixed-term, engagement ofsix (6) months or one (1) year.
● The Cohesity Resident Service offering is an assigned resource operating during regular business hours inaccordance with the Customer’s local time zone.
The period for which the Resident will be provided is specified in the relevant Order (the “Service Period”).

2.

Scope
The Cohesity Resident Service is an assigned resource operating during regular business hours in accordance with
the Customer’s local time zone. The assigned Cohesity resource will perform activities/available services (as defined
below) at the Customer’s direction. During the Service Period, the Cohesity resource will be available on-site or
remotely via phone and e-mail to perform available services. The Cohesity Resident may provide the following
Services as needed and as further set forth in the table below:

Key Deliverables and Available Services● Assist in creating/monitoring backup jobs
● Assist in recovering data from jobs
New Jobs and Workloads● Document procedures

Monitoring and Maintenance

●
●
●
●
●

Setup and manage basic reporting
Regular monitoring and resolution of alerts/warnings
Growth and performance trending/monitoring
Plan and perform system upgrades
Document environment

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Key Deliverables and Available Services● Open support cases● Work with Cohesity Support to troubleshoot andresolve any issues
Case Management● Replace hardware (if Cohesity-branded Hardware
Products)● Regular updates on activities, planned and reactive● Discuss impacts to potential changes
Extension of Customer● Access to subject matter experts (“SMEs”) inside
Administration Team
Cohesity

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Four-Hour Hardware Services
Program Description
Service

Four-Hour
Hardware Services

SKU / Tier

Summary

Availability

CS-P4H-[•]: Premium (24x7) Support with
4- HR Parts Delivery for select Cohesity
Hardware Products

Premium (24x7) Support with 4-hourParts Delivery for select models of
Cohesity Hardware Products; 4-hourParts Delivery is available only within
Cohesity-approved service locations.

CS-P4H-NRHDD-[•]: Premium (24x7)
Support with 4-HR Parts Delivery and HDD
Non-Return for select Cohesity Hardware
Products

CS-P4H Support plus Hard Drive No
Return Option

CS-P4H-NRHW-[•]: Premium (24x7)
Support with 4-HR Parts Delivery andHardware Non- Return for select Cohesity
Hardware Products.

CS-P4H Support plus Hardware No
Return Option

Cohesityapproved fourhour response
locations** Customer’s location(s) for Four-Hour Hardware Services must be pre-approved in writing in advance by Cohesity’s Service Logistics team.

1.

Services
Cohesity’s Four-Hour Hardware Services are available only:● with select models of Cohesity’s Hardware Products and● in Cohesity-approved response locations, each of which are determined in Cohesity’s sole discretion. Pleasecontact your Cohesity representative for further details to determine if your Cohesity Hardware Products may
qualify for such Four-Hour Hardware Services.

2.

Cohesity Requirements
Cohesity shall ensure that replacement parts arrive on-site at a Customer’s location within four (4) hours after (i)completion of telephone-based troubleshooting and (ii) confirmation from the Customer that the relevant location is able toreceive the parts within the designated four (4) hour timeframe.

3.

Customer Requirements
Cohesity’s obligations are conditioned upon Customer meeting the following obligations:a. Customer is responsible for ensuring that a representative of Customer is available on-site at the location to receive
replacement parts provided by Cohesity within the designated timeframe.
b. After the purchase of any Four-Hour Hardware Services, if Customer wishes to move Hardware Products to a newlocation, Customer agrees to contact Cohesity in writing at least thirty (30) days prior to such relocation. Cohesity
will advise Customer if Customer’s purchased Four-Hour Support Services are available at the new location.
i.
Customer acknowledges that relocation of the Hardware may result in a decrease of availability and/or
Cohesity may propose an increase in the pricing of Four-Hour Support Services in order to support the
new location (which shall only take effect upon agreement by Customer). Cohesity will communicate thisto Customer on a case-by-case basis.
ii.
If a Customer fails to notify Cohesity of the relocation of Hardware Products as required above, Cohesity
may refuse to provide the Four-Hour Support Services in its sole discretion.
iii.
In the event of an agreed increase in pricing of Four-Hour Support Services following relocation of
Hardware Products, Customers will promptly submit an Order to Cohesity (or Cohesity’s authorized
partner, as applicable) for such increased cost.

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Customer Support Services
Program Description
Service

SKU/Tier

Summary

Availability

U.S.
Citizen on
U.S. Soil

CS-SUPPORT-USCITIZEN:
Premium (24x7) Support
interaction with experienced
support engineers with U.S.
citizenship, located on U.S. soil.

CS-SUPPORT-USCITIZEN is an enhanced service
provided in conjunction with an active support
contract on a Cohesity product. The CSSUPPORT-USCITIZEN offering is designed toprovide phone support to meet the needs of federal,
military, or civilian agencies that have a specificrequirement for U.S. Citizen on U.S. soil support.

Datacenters
based in theContiguous U.S.
Only

1.

Services:
Provides case routing to U.S. Citizens on U.S. Soil SREs only. Available 24/7/365 U.S. Citizen, U.S. Soil support coverage for P1P4 support issues during U.S. Business hours (9AM to 9PM US Eastern Time). Outside of US Business hours, U.S. Citizen U.S.
Soil support is only for P1 and P2 support issues. Service period is aligned with the service period of the software support specified
in the relevant order (the "Service Period").

2.

Cohesity Requirements:
Available remotely via phone to address P1-P4 support cases 7x365 during U.S. Business hours (9AM to 9PM US Eastern Time).
Outside of U.S. Business hours, support is only for P1 and P2 support issues. Equipment must be based in the contiguous U.S.
Eligible customers will receive a support PIN number that will be required to enable call routing to a Cohesity U.S. Citizen on U.S.
Soil SRE.

3.

Customer Requirements:
Customers must utilize the assigned support PIN when logging phone based cases to insure proper case routing to
U.S. Citizens.

4.

Scope Limitations:
U.S. Federal Only. Available for datacenters based in the Contiguous U.S. only.
Program Description
ServiceEnhanced
Field
Engineer

SKU/Tier

Summary

Availability

CS-FIELDSERVICEENHANCED: Access to a Field
Service Engineer that canautonomously perform onsite
hardware or software
troubleshooting as well as
hardware replacements

CS-FIELDSERVICE-ENHANCED is an enhanced
service provided in conjunction with an active support
contract on a Cohesity product. The CSFIELDSERVICE-ENHANCED on-site, customer
centric and focused assured U.S. Citizen Field
Engineer to meet the needs of customers who deploy
Cohesity products in unmanned data centers.

Contiguous U.S.
Only

1.

Services:
Provides on-site, customer centric and focused assured U.S. Citizen Field Engineer to meet the needs of customers who
deploy Cohesity products in unmanned data centers.

2.

Cohesity Requirements:
During the Service Period, the Cohesity Enhanced FE resource will be scheduled on a "best effort" basis.

3.

Customer Requirements:
Customer is responsible for making sure the FE can successfully access equipment when they arrive onsite (access ticket
setup, questionnaire, any pre-checks the FE is required to do should be shared with Cohesity before the FE arrives onsite).

4.

Scope Limitations:
U.S. Federal Only. All dispatches are scheduled on a best effort basis. No limit on HW Replacement visits, Limit onsite
troubleshooting to 4 visits annually at the discretion of the Cohesity Support (exceptions must be approved by Customer
Support Leadership).

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