Dell Customer Communication - Confidential

Service Description
Dell Post Standard SupportIntroduction
Dell Technologies is pleased to provide Post Standard Support for Infrastructure (the “Service(s)”) inaccordance with this Service Description (“Service Description”). Your quote, order form or other mutuallyagreed upon form of invoice or order acknowledgment (as applicable, the “Order Form”) will include thename of the service(s) and available service options that you purchased. For additional assistance or torequest a copy of your service contract(s), contact Technical Support or your sales representative.
Upon the expiration of the primary support period for a specific a Dell Technologies1 hardware model, DellTechnologies may, in its sole discretion, make Post Standard Support available to assist customers
needing additional time to migrate to a currently supported software release or hardware model.
The scope of Post Standard Support is described below. To determine if a specific Dell Technologies
hardware model is eligible for Post Standard Support, please reference support.DELL.com > Support By
Product > Select Product. Your quote from Dell Technologies will include the name of the Products,
applicable Post Standard Support services and related options, if any. For additional assistance, or torequest a copy of your governing agreement applicable to the Post Standard Support services, contact
your Dell Technologies sales representative. Your governing agreement, or, in the absence of aseparately negotiated governing agreement and depending on Customer’s location, this Service isprovided subject to and governed by either Dell’s Commercial Terms of Sale (available at:www.Dell.com/CTS) or the applicable local sales terms on your dell.com country-specific website (each,as applicable, the “Agreement”). For a copy of your agreement with your applicable Dell Technologies
reseller, contact that reseller. Any terms in the Agreement that conflict with or modify the Post Standard
Support service (including, but not limited to, the scope of the Post Standard Support service) will not
apply, but Customer Responsibilities will apply, if applicable. Capitalized terms not otherwise defined inthis document will have the meaning given to them in your Agreement.

POST STANDARD SUPPORT REQUIREMENTS
1. Customer must have a current Dell Technologies Support Option maintenance contract (i.e.,ProSupport Plus, ProSupport, Premium, Enhanced or Basic) in place for the specific Dell Technologies
product or it has been recertified by Dell Technologies as a prerequisite to the purchase of this Post
Standard Support service.

“Dell EMC”, as used in this document, means the applicable Dell sales entity (“Dell”) specified on your Dell Order Form and theapplicable EMC sales entity (“EMC”) specified on your EMC Order Form. The use of “Dell EMC” in this document does not indicate
a change to the legal name of the Dell or EMC entity with whom you have dealt.
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2. Customer must ensure that the Products are in normal operating condition and Operating Environment
Software on storage Products are running the most recent compatible version available as of the start of
the Coverage Period evidenced on their quote, order form or other mutually-agreed upon form of invoiceor order acknowledgment from Dell Technologies with Dell Technologies. Customer agrees to allow DellTechnologies to conduct an on-site inspection of the Products and/or to install and run applicable support
software (e.g. “phone home” software) to confirm that Products are in normal operating condition and, ifnecessary, to inventory the configuration and to obtain component serial numbers. Any service
necessary to return Products to normal operating condition at the start of the coverage for this Post
Standard Support service is the responsibility of the Customer.

SCOPE OF POST STANDARD SUPPORT
1. For eligible Dell Technologies hardware models:a. Hardware replacement parts, when deemed necessary by Dell Technologies, will be shipped tocustomer either as a four (4) hour delivery on a 24x7 basis or next local business day response, asapplicable under Customer’s Agreement. Local country shipment cut-off times may impact the later thannext local business day delivery of replacement parts. During the Post Standard Support period, DellTechnologies installation of Customer Replacement Units (CRUs), if applicable, may be requested if
Customer is directed to perform replacements by Dell Technologies. Consumable parts are not coveredby Post Standard Support. Dell Technologies will use commercially-reasonable efforts to replace
standard batteries, which may be limited in countries with import restrictions. Ensuring parts availability
may require up to thirty (30) days lead time after the initial date of the initial term of this Service.
b. Hot fixes including security patches are not available as part of Post Standard Support for DellTechnologies hardware models for the operating system/environment software, microcode and firmware
which enables the eligible Dell Technologies hardware models to perform their basic functions.
c. Dell Technologies shall not be responsible for a failure to provide support to the extent caused by: (1)any omissions, oversights, errors, or failures by Customer to perform its responsibilities described in thisdocument; (2) problems caused by Customer software or data; (3) a defect or deficiency with respect toCustomer’s network, systems, or other equipment; (4) failures of hardware not maintained by DellTechnologies; or (5) modifications to hardware made by a party other than Dell Technologies or its
representatives. Dell Technologies shall notify Customer and use commercially reasonable efforts toperform notwithstanding the occurrence of one or more of the foregoing events (with Customer
reimbursing Dell Technologies for its additional out of pocket expenses for such efforts).

2. If Dell Technologies determines that a component of the Product is defective, and is easily disconnected
and reconnected, or if the analyst determines that the Product is one that should be replaced as a wholeunit, Dell Technologies reserves the right to send Customer a whole replacement unit however DellTechnologies is not obligated to send a whole unit replacement in any circumstances unless otherwise
required by local law, and will determine whether to send a whole unit replacement in Dell
Technologies’s sole discretion. Dell Technologies’s obligation to perform the Post Standard Support
services will be satisfied when Dell Technologies has attempted any applicable service repair techniques
which Dell Technologies determines to be effective in resolving the support issue Customer presented toDell Technologies after contact Dell Technologies for support in accordance with this Service
Description, even if Dell Technologies determines that the support issue Customer presented to DellTechnologies cannot be resolved. Dell Technologies also reserves the right to terminate and cancel the2|Post Standard Support |v1.3|May 2024

customer’s contract for these Post Standard Support services if Dell Technologies, in its sole andcommercially reasonable discretion, determines that the Post Standard Support services cannot restore
the Customer’s Equipment to a level of functionality that is reasonably safe and unlikely pose an undue
risk of security issues.

Exclusions
The following activities are not included in the scope of this Service Description:•De-installation, re-installation or configuration of product(s), software or application(s)•Removal of de-installed Product from the Customer’s premises•

Operating environment Software troubleshooting above and beyond returning the Product to a working state(e.g. consulting, performance tuning, configuration, scripting or benchmarking are excluded)•Services required due to failure to maintain software and Supported Product(s) at any specified minimum releaselevel as set forth in the Reference Code Document.

•Services required due to failure to incorporate any system fix, repair, patch, or modification provided by Dell
Technologies or due to failure of the Customer to take avoidance action previously advised by Dell
Technologies, such as a communicated security advisory or critical fix update that a customer does notimplement•

Services that, in the opinion of Dell Technologies, are required due to improper treatment or use of the productsor equipment•

Customization of the Customer’s server or storage device except as expressly stated in this Service Description•

Any recovery or transfer of data or applications•

Warranty service or support for non-Dell Technologies systems, software, or additional components•

Services that, in the opinion of Dell Technologies, are required due to unauthorized attempts by third-party
personnel to install, repair, maintain, or modify hardware, firmware, or software•

Network printer installation or network file share mapping•Server, storage, network or router configuration of any kind•

Network services, including attachment of a system to a network (other than an Ethernet LAN)

•Any activity not specifically set forth in this Service Description.

This Service Description does not confer on Customer any warranties which are in addition to the warranties
provided under the terms of your master services agreement or Agreement, as applicable.

How to Contact Dell Technologies if You Require Service
Online, Chat, and Email Support: Dell Technologies website, chat, and email support available for selectproducts at www.dell.com/contactus.
Telephone Support Requests: Available on a 24x7 basis (including holidays). Availability may differ
outside of the United States and is limited to commercially reasonable efforts unless otherwise specified inthis document. Visit www.dell.com/contactus for a list of applicable telephone numbers for your location.

Attachment A

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Dell Customer Communication - Confidential

The following chart lists the service features of Post Standard Support:
SERVICE FEATURETECHNICAL SUPPORTDESCRIPTION
Customer contacts Dell Technologies bytelephone or web interface on a 24x7basis to report an Equipment problem andprovides input for initial assessment ofSeverity Level*. Notwithstanding
Customer’s assessment upon submissionof a support request to Dell Technologies,
the Severity Level will be determined by
Dell Technologies in its sole discretion.

COVERAGE DETAILS
Included.

Dell Technologies provides (i) a responseby remote means based on the Severity
Level of the problem; or (ii) when deemednecessary by Dell Technologies, Onsite
Response as described below.
ONSITE RESPONSE

Dell Technologiessends authorized
personnel to Installation Site to work on
the problem after Dell technologies has
isolated the problem and deemed Onsite
Response necessary.

Included for Equipment only.

REPLACEMENT PARTS DELIVERY

Dell Technologies provides replacement
parts when deemed necessary by DellTechnologies.

Included.
After diagnosis has been completed anddispatch has been authorized,
replacement part delivery objective is four(4) hour delivery on a 24x7 basis or next
local business day response, asapplicable under Customer’s Agreement.
Local country shipment cut-off times may
impact next local business day delivery of
replacement parts and the related OnsiteResponse.
Installation of all replacement parts
performed by Dell Technologies as part ofOnsite Response, but Customer has
option to perform installation of Customer
Replaceable Units (CRUs). See DellTechnologies Product Warranty and
Maintenance Table for listing of parts
designated as CRUs for specificEquipment or contact Dell Technologies
for more details.
If Dell Technologies installs thereplacement part, Dell Technologies will
arrange for its return to a DellTechnologies facility. If a Customer
installs the CRU, the Customer is
responsible for returning the replaced
CRU to a facility designated by DellTechnologies.

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RIGHTS TO NEW RELEASES OFSOFTWARE

Dell Technologies provides the rights tonew Software Releases as have been
made generally available by DellTechnologies.

Not included.

INSTALLATION OF NEW SOFTWARERELEASES

Dell Technologies performs theinstallation of new Software Releases.

Not included.

24x7 REMOTE MONITORING AND
REPAIR

Certain Products will automatically andindependently contact Dell Technologies
to provide input to assist Dell
Technologies in problem determination.

Included for Products that have remotemonitoring tools and technology available
from Dell Technologies during the period
applicable to this Post Standard Support
service.

Dell Technologies remotely accesses
Products if necessary for additional
diagnostics and to provide remotesupport.
24x7 ACCESS TO ONLINE SUPPORTTOOLS

Customers who have properly registered
have access on a 24x7 basis to Dell
Technologies’s web-based knowledge
and self-help customer support tools via
the Dell Technologies Online Support site.

Included.

*SEVERITY LEVEL DEFINITIONSSEVERITY 1 Critical – loss of ability to perform critical business functions and requires immediate response.
SEVERITY 2 High – Able to perform business functions, but performance/capabilities are degraded orseverely limited.
SEVERITY 3 Medium/Low – Little to know business impact.

The support options (“Dell Technologies Support Information”) on this website apply (i) only between Dell
Technologies and those organizations that procure the applicable products and/or maintenance under a contract
directly with Dell Technologies (the “Dell Technologies Customer”); and (ii) only to those products or support
options ordered by the Dell Technologies Customer at the time that the Dell Technologies Support Information iscurrent. Dell Technologies may change the Dell Technologies Support Information at any time. Products coveredby this Post Standard Support service are not eligible for inclusion in any deployment project for Products
purchased with standard support options performed by Dell Technologies. The Dell Technologies Customer will be
notified of any change in the Dell Technologies Support Information in the manner stated in the then current
product ordering and/or service or maintenance related agreement between Dell Technologies and the DellTechnologies Customer, but any such change shall not apply to products or support options ordered by the DellTechnologies Customer prior to the date of such change.
Dell Technologies will have no obligation to provide Post Standard Support services with respect to Equipment thatis outside the Dell Technologies Service Area. “Dell Technologies Service Area” means a location that is within (i)one hundred (100) drivable miles of a Dell Technologies service location; and (ii) the same country as the DellTechnologies service location, unless otherwise defined in your Agreement with Dell Technologies, in which casethe definition in the governing agreement prevails.
Products or services obtained from any Dell Technologies reseller are governed solely by the agreement between thepurchaser and the reseller. That agreement may provide terms that are the same as the Dell Technologies Support
Information on this website. The reseller may make arrangements with Dell Technologies to perform services for the5|Post Standard Support |v1.3|May 2024

Dell Customer Communication - Confidential

purchaser on behalf of the reseller, and if Dell Technologies is performing Post Standard Support, then the terms ofthis Service Description shall apply. Please contact the reseller or the local Dell Technologies sales representative for
additional information on Dell Technologies’s performance of services on Products obtained from a reseller.
Maintain Software and Services Releases. Customer must maintain software and Supported Product(s) at Dell Technologies
specified minimum release levels as specified on the Reference Code Document.
Customer must also ensure installation of minimum software or firmware release levels on replacement parts, patches,
software updates or subsequent releases as directed by Dell to keep the Supported Product(s) eligible for this Service. DellTechnologies reserves the right, in its sole discretion, to deny support for any software and Supported Product(s) that does notmeet Dell Technologies specified minimum release levels as specified on the Reference Code Document.

Copyright © 2021-2024 Dell Inc. or its subsidiaries. All Rights Reserved. Dell Technologies, Dell and othertrademarks are trademarks of Dell Inc. or its subsidiaries. Other trademarks may be trademarks of theirrespective owners.

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