Services Exhibit: Change Management Process

1. Purpose

This Change Management Exhibit applies to all services provided under this Statement of Work (SOW). It defines how changes to the scope, service levels, responsibilities, or commercial terms will be requested, reviewed, approved, and implemented. The objective is to ensure transparency, minimize disruption, and provide a consistent framework for incorporating changes requested by either party.

2. Definitions

3. When a Change Order Is Required

A Change Order is required when any requested change affects the commercial or contractual terms of this SOW, including:

• Adding or removing a contracted service
• Increasing quantities billed where hardware purchases or onboarding fees may be required
• Decreasing quantities billed that may trigger rate changes
• Adjusting response or resolution targets defined in the SLA
• Modifying key deliverables, onboarding activities, or project timelines
• Customer requests that exceed the listed inclusions for any service

4. Change Order Process

1. Either party identifies the need for a change and communicates it to the other party.
2. Arctiq prepares a written Change Order describing updated scope, pricing, timeline, and impacts.
3. The Customer reviews the Change Order, requests clarification if needed, and provides written approval.
4. Upon signature, the Change Order becomes part of this SOW and supersedes prior terms for the referenced subject matter.
5. Arctiq schedules, implements, and validates the change according to the updated scope and timeline.

5. Operational Service Requests

An operational Service Request (SR) covers changes that do not alter the commercial terms of this SOW. SRs generally involve configuration updates, operational adjustments, or customer-specific changes within the defined scope. Examples include:

• Updating alert routing or notification preferences
• Adjusting monitoring thresholds
• Adding or removing users or devices for usage-based services
• Modifying security or network policies already included in scope

SRs are submitted as a ticket and do not require a formal Change Order unless scope or rate changes are affected.

6. Customer Infrastructure Change Management

Certain technical changes — especially those related to system stability, security posture, or production impact — may require review under Arctiq’s IT-based Change Management framework. This framework aligns to industry standards (e.g., ITIL) and defines:

• Change classifications: standard, normal, and emergency
• Approval workflows
• Customer notification requirements
• Implementation windows
• Rollback procedures

7. Customer Responsibilities

To support timely and successful processing of Change Orders and Change Requests, the Customer agrees to:

• Provide required approvals, access, and information in a timely manner
• Communicate internal maintenance windows or blackout periods
• Maintain a designated point of contact for change-related communication
• Review and approve Change Orders promptly to avoid schedule impact

8. Effect of Change Orders

Each fully executed Change Order is incorporated into this SOW and controls over any conflicting terms in earlier versions of this SOW solely for the subject matter addressed in the Change Order.

9. Document Retention

Arctiq retains all approved Change Orders and will make copies available upon request. The Customer is responsible for retaining its own executed copies.