Delivery Partner Support

• Dragos Platform deployments will only be performed by approved Partner personnel that have received the necessary Dragos Platform deployment training and successfully completed tests, ensuring that they are certified to deploy the current Dragos Platform Software.
• Selected candidates for training must have suitable years’ experience in cybersecurity, preferably experience in industrial environments.
• Selected candidates must have experience working with Command Line Interface (CLI), and have an excellent understanding of IP networks, Open System Interconnection (OSI) model, Purdue model and Industrial Control Systems (ICS) protocols.
• The Delivery Partner agrees to provide at least one dedicated technical delivery personnel and one Project Manager at the onset of the partnership (signing of Agreement). Additional team members shall be added based on Customer needs.

• Delivery Partners must complete all Platform training and testing required by Dragos, as outlined in Dragos’ training path. Platform training may include but is not limited to on-demand Foundations Platform and Platform Tutorials, how to architect for specific use cases, how to demonstrate Platform, successfully deploy and troubleshoot the Platform including activation of Neighborhood Keeper, and how to demonstrate Neighborhood Keeper and OT Watch. Once complete, the candidate will be issued a certificate of completion on the Dragos Platform.
• The Delivery Partner must familiarize themselves with Dragos written documentation found on the Customer Portal. These documents include but are not limited to Pre-Deployment Content, User and Admin Guides, Deployment, Upgrade, and Validation Guides and are critical to delivering successful deployments.

a. General requirements

• Delivery Partner shall provide the Delivery Partner Support in a professional, workmanlike manner, and in conformance with generally accepted professional standards for the completion of such services.
• Delivery Partner must enter into a written contract with the Customer that contains Software support terms at least as supportive as the terms found in Sections 3 and 4 of this Exhibit.
• Delivery Partner shall obtain all necessary approvals from the Customer to access Customer data and systems necessary to carry out Delivery Partner’s obligations under this Agreement.
• Delivery Partner may be subject to additional Customer requirements, which may include training, background and drug checks, site safety rules, and data security requirements. Delivery Partner is solely responsible for any additional Customer requirements.

b. Tier-1 Support.

• Tier 1 technical support is reserved for first line support and includes, but is not limited to, routing of tickets, resolving routine issues, fielding technical and non-technical requests, providing documentation, conducting basic troubleshooting, answering questions, password reset/recovery, website navigation assistance, usage problems, how-to questions, and Dragos Hardware RMA escalation to Dragos.
• The Tier 1 Technical Support Engineer gathers customer information to determine the issue the customer is facing. Tier 1 analyzes the symptoms and determines the underlying problem, then begins resolving the issue. If the Tier 1 Engineer cannot solve the problem for the customer, the Tier 1 Engineer will escalate to Tier 2 Support.
• Tier-1 issues should be documented in the Delivery Partner’s support system of choice.

c. Tier-2 Support.

• Tier 2 technical support Engineers are reserved for in-depth troubleshooting of the Dragos Platform. Tier 2 technical support includes, but is not limited to, investigating complicated technical issues, creating diagnostic reports from Dragos Platform, and applying technical solutions to issues that have established resolution methods (i.e., workarounds).
• Tier 2 may need to use remote access tools to access a user’s Platform instance for troubleshooting.
• Tier-2 issues should be documented in the Delivery Partner’s support system of choice.
• If the Tier 2 Engineer cannot solve the problem for the customer, the Tier 2 Engineer will escalate to Tier 3 (Dragos). Tier-3 issues, customer enhancement requests, and Delivery Partner requests for technical assistance should be logged in the Dragos support portal (partner-support@dragos.com).

d. Dragos Platform deployments

• Delivery Partner shall assume project management responsibility for all Dragos Platforms deployments.
• Delivery Partner shall provide bi-weekly deployment status reports to Dragos.
• Delivery Partner will strive to deploy hardware delivered to the Customer site no more than two weeks after Customer’s receipt of hardware. Delivery Party shall promptly notify the Dragos Engagement Manager in writing if there is a deployment delay.
• Dragos will support the following deployment types. Please contact your Dragos Account Manager with additional architecture requests.
• On-premises SiteStore (physical/virtual) with on-premises Sensor (physical/virtual)
• Dragos-hosted SiteStore with on-premises Sensor (physical/virtual)
• Dragos will order customer purchased hardware through our 3rd party logistics partner upon close of sale and will ship direct to Customers. Hardware delivery times vary based on supply chain.
• Warranty start date begins the date the hardware is delivered. Warranty length is based on the specific hardware vendor however most are 3 years. Failures outside of the warranty timeframe are not covered.
• For warranty repairs, contact Dragos Technical Support to initiate troubleshooting. Troubleshooting is required prior to beginning the RMA process. If the appliance requires shipment back for servicing, the customer is responsible for shipment costs.

e. Delivery Partner Service Level Agreements (SLAs).

Ticket Severity and Support Ticket First Response Service Level Agreements (SLAs)

Tickets logged by Customers with Delivery Partner shall be assigned a severity based on criteria. Severity ratings may be increased or decreased by Delivery Partner personnel as appropriate.

Delivery Partner will make good intention efforts to answer and resolve all issues in a timely manner. Delivery Partner SLAs are provided for first response and are set by severity.

• Dragos shall provide Tier-3 support to the Partner.
• Tier-3 Support. Tier 3 may include multiple teams within Dragos. This tier does not provide direct support to Customers, rather they are engaged by Tier 1 and Tier 2 in diagnosing possible issues with the Dragos Platform at the code level.
• Dragos uses an email-based ticketing system (available Monday through Friday, 8 am to 5 pm local time, excluding holidays) and live phone support (24x7x365) for critical emergencies on Severity 1 issues. Tickets can be logged by sending an email to partner-support@dragos.com. Partners should contact technical support directly. The Technical Support phone numbers are found on the Dragos website.
• Dragos Service Level Agreements (SLAs).

Ticket Severity and Support Ticket First Response Service Level Agreements (SLAs)

Tickets logged by Delivery Partners with Dragos are assigned a severity based on criteria. Severity ratings may be increased or decreased by Dragos personnel as appropriate.

Dragos makes good intention efforts to answer and resolve all issues in a timely manner. Dragos SLAs are provided for first response and are set by severity.