Concierge Managed Services

1. Overview

Kentik’s Concierge Managed Services pairs you with a dedicated Network Intelligence Advisor to help unlock greater value from your use of the Kentik Products through the professional services described in this document. By guiding you through planning and assisting with the execution of high-impact initiatives related to the Kentik Products, these Concierge Managed Services are designed to accelerate outcomes and extend your team’s capabilities. This document outlines the types of support that Kentik can provide you, your responsibilities in the support of the Concierge Managed Services, and the key assumptions and limitations of the Concierge Managed Services.

2. Activities

The following outlines the available Concierge Managed Services activities that Kentik’s Network Intelligent Advisor can provide to assist you with respect to the Kentik Products:

Expert Services

Initiative and Outcomes Support

• Assisting your organization with the planning, development, and execution of actionable initiatives tied to your network intelligence goals, enabling measurable outcomes and increased realization of value from Kentik’s Products.

Solutions Mentoring

• Tapping into Kentik’s product expertise to provide you with guidance related to onboarding, enabling, and optimizing Kentik across your environment for faster time-to-value.

Best Practice Alignment

• Strategic recommendations to align configurations with platform and industry best practices for greater operational impact.

Product Release Enablement

• Proactive advice and guidance related to new features and enhancements of the Kentik Products and how you can incorporate them so that your Kentik implementation evolves in tandem with the new features and enhancements.

Advanced Configuration

• Assistance with implementing complex workflows, custom dashboards, advanced reporting to address your unique business needs, consulting & assisting on complex alerting configurations and tuning.

Integration Support

• Kentik will help you configure and refine your Kentik Product integrations and data mapping for seamless interoperability with your existing network intelligence systems.

Enablement

• Kentik will guide you through the key features and functionality of the Kentik Products you are licensing, providing tailored demonstrations to users across your organization to drive understanding, adoption, and effective product usage.

Periodic Reviews

• Kentik will assess your use of the Kentik Products to evaluate configurations and integrations for optimal performance, validate configuration integrity, and confirm alignment with best practice recommendations and performance thresholds.

3. Customer Responsibilities

• You must assign a dedicated resource and point of contact who is responsible for all Kentik Product configuration and validation activities.
• You will need to provide your assigned Network Intelligence Advisor with access to Subject Matter Experts (SMEs) and Data Owners as needed.
• You will need to conduct any applicable end user training and rollout activities.
• You will need to notify your assigned Network Intelligence Advisor of any changes to your events calendar so appropriate planning can happen accordingly.

4. Package Sizes

• Service packages are offered in yearly commitments designed to run coterminously with your Kentik Product licenses and are based on a percentage of a Full-Time Equivalent (FTE), where 1.0 FTE equals 40 hours per week.
• The available service package sizes are XS (96 hours of consulting, 5% FTE), SM (192 hours, 10% FTE), MD (384 hours, 20% FTE), LG (480 hours, 25% FTE), and XL (672 hours, 35% FTE)
• While Kentik may recommend a certain service package size based on its experience with similarly situated customers, you are ultimately responsible for selecting the package size that you feel best aligns with the level of guidance and assistance that you will need to achieve your desired outcomes. Kentik is not liable for any unmet expectations resulting from under-scoping or your selection of a lower-tier package than what is recommended.

5. Additional Terms

• Kentik does not guarantee any outcomes or results through your use of the Concierge Managed Services.
• Kentik will allocate a Network Intelligence Advisor for the package size elected in the applicable Statement of Work. This assigned individual is subject to change.
• The Concierge Managed Services will be delivered remotely and will not involve any on-site, in-person work or travel.
• The Concierge Managed Services term will run coterminously with the Order Form for the related Kentik Products.
• The hours of Concierge Managed Services purchased as part of your service package must be used within the 12-month term stated in the Statement of Work. Unused hours will expire at the end of each 12-month term and do not roll over upon renewal.
• Upon exhaustion of the hours of Concierge Managed Services purchased as part of your service package during a given 12-month term, you will need to purchase additional hours if you desire further assistance.
• If the assigned Network Intelligence Advisor is unavailable (e.g., due to vacation or holidays), then Kentik will temporarily assign a different Network Intelligence Advisor to maintain service continuity.
• Concierge Managed Services are generally available during Kentik’s standard business hours, but your Network Intelligence Advisor will try to reasonably accommodate your local business hour needs where possible.