Services Exhibit: Onboarding and Transition

1. Purpose

This Exhibit defines the standard onboarding and transition approach for Managed Services delivered under an SOW. Its purpose is to ensure services are activated in a controlled, repeatable way, with clear responsibilities, timelines, and acceptance criteria.

2. Definitions

3. Onboarding Overview

Arctiq onboarding is structured into four phases:

1. Initiation and Planning
2. Discovery and Access Enablement
3. Configuration and Deployment
4. Validation and Go-Live

4. Onboarding Inputs and Customer Dependencies

To begin onboarding, the Customer will provide (as applicable):

• Primary and backup points of contact and escalation contacts
• Inventory of in-scope users, endpoints, and locations (as relevant to purchased SKUs)
• Required administrative access and credentials (e.g., M365 tenant admin, endpoint management, email security, backup admin)
• Network diagrams and relevant architecture documentation (if applicable)
• Existing policies/runbooks for third-party applications (if applicable)
• Preferred maintenance windows, blackout periods, and change/communication preferences
• Billing contacts and invoicing requirements

To ensure the organization of required information, Arctiq provides an Excel-based workbook called the Service Activation Form (SAF). If required inputs, including the SAF, are delayed, onboarding timeline and go-live dates may shift accordingly.

5. Standard Arctiq Onboarding Deliverables

Unless otherwise specified by Services Exhibits, Arctiq will:

• Confirm purchased SKUs, service scope boundaries, and onboarding timeline
• Establish support intake channels and customer contact structure
• Configure and validate platform access required to deliver services
• Deploy, configure, and validate tooling required for service delivery (as applicable to the SKUs)
• Establish reporting and governance cadence (reference EX-GOV-001)
• Document operational handoffs and customer-specific notes needed to support steady-state delivery

6. Standard Onboarding Phases

Phase 1 — Initiation and Planning

• Kickoff meeting scheduling and completion
• Confirm scope, roles, onboarding milestones, and target go-live
• Confirm communication methods and escalation path
• Confirm governance cadence and attendees

Output: Onboarding plan and go-live target

Phase 2 — Discovery and Access Enablement

• Collect required inventories and customer dependencies
• Validate administrative access and required approvals
• Identify integration requirements and constraints
• Identify known risks (aging OS, unsupported platforms, unknown devices)

Output: Access confirmed; onboarding prerequisites met

Phase 3 — Configuration and Deployment

Activities vary by purchased SKU and may include:

• Tool deployment (agents, connectors, integrations)
• Platform configuration (policies, alerts, protection scopes)
• Account setup and role assignments
• Service desk intake routing, categories, and escalation mapping

Output: Services configured and ready for validation

Phase 4 — Validation and Go-Live

• Confirm successful data flow (monitoring, backups, alerting, ticket routing) where applicable
• Complete initial reporting baseline
• Confirm operational responsibilities and steady-state workflows
• Conduct go-live confirmation and transition to normal operations

Output: Go-live confirmation; steady-state delivery begins

7. Onboarding Timeline

Onboarding duration depends on scope complexity, customer responsiveness, and environment readiness. Unless otherwise agreed, Arctiq will propose a target timeline during Phase 1. Material shifts in timeline due to scope changes follow EX-CHG-001.

8. Acceptance Criteria

Services are considered accepted and active when the following conditions are met (as applicable to purchased SKUs):

• Required access is established and validated
• Tooling/configuration required for delivery is deployed and operational
• Ticketing/support intake path is live and tested
• Governance cadence is established
• Initial validation checks have been completed successfully

Acceptance is confirmed by written customer confirmation, or is deemed accepted five (5) business days after go-live if no material issues are raised.

9. Transition and Offboarding (End of Term)

Upon contract expiration or termination, Arctiq will support transition/offboarding as follows:

Standard Offboarding Activities

• Identify a transition point of contact and confirm target transition date(s)
• Provide reasonable cooperation to transfer operational knowledge within scope
• Provide export or handoff of documentation created by Arctiq for service delivery (excluding Arctiq proprietary tooling/configurations)
• Disable Arctiq administrative access after confirmation of transition completion
• Remove agents/connectors where applicable, if authorized and feasible

• Offboarding does not include redesign, re-implementation, or project work for a successor environment unless contracted separately.
• If offboarding requires material engineering effort, complex data export, or after-hours work, Arctiq may propose a Change Order or project SOW under EX-CHG-001.

10. Customer Responsibilities

To ensure a successful onboarding, the Customer will:

• Maintain a primary and secondary operational point of contact
• Attend scheduled onboarding meetings or delegate attendance
• Provide timely input and approvals required for onboarding inputs
• Notify Arctiq of key business events that may materially impact onboarding (e.g., acquisitions, site openings, major onboarding)