CUSTOMER Duties and Responsibilities
1)	You acknowledge that the Managed Cloud service relies on you providing us with accurate information on your Approved Cloud Environment, including but not limited to details on applications, user locations and application usage profiles, storage, peripherals, network topology and security requirements.
2)	You must perform any testing we advise you is necessary in connection with your Managed Cloud service.
3)	You are responsible for all internal stakeholder communications in connection with your Approved Cloud Environment (for example outages for patches or upgrades). 
4)	You must ensure that you have permission from the owner of the Approved Cloud Environment account for us to have administrative access to their account for the purpose of providing your Managed Cloud service. 
5)	You must identify your personnel that are responsible for working with us and define the roles of the identified personnel.  You must also ensure your identified personnel are available to provide information, and participate in scheduled information gathering sessions, interviews, meetings and conference calls with us.
6)	You will use reasonable endeavors to investigate and try to identify whether or not the Approved Cloud Environment is the likely root cause before contacting us for support.
7)	You are responsible for ensuring that you comply with the license terms of any software (such as application software or operating system) which you install or use in connection with your Approved Cloud Environment.
8)	Even though we are providing you with managed services for your Approved Cloud Environment, you will be given a high degree of control over your Approved Cloud Environment and will be granted access to data based on their role within the company (role-based access control). If you configure and manage your Approved Cloud Environment in such a manner that causes disruption to your cloud services or the Managed Cloud services and/or deletion of any of your data, you will be responsible for any loss that you suffer as a result, but EBLA will try to do best efforts for recovery. 
9)	If your Managed Cloud service includes management of third party hardware and/or software not provided by us, you warrant that you have obtained the appropriate consents or hold the necessary licenses to enable us to manage that hardware or software on your behalf.
10)	You remain responsible for your overall compliance with the applicable industry standards and regulations. We do not guarantee end-to-end compliance with any industry standards or regulation and we do not and cannot assume your compliance obligations under all or any of the industry standards or regulations.

Service Out of Scope
1)	Providing support for non-supported environment.
2)	Configuration of any technology other than the Approved Cloud Environment or as otherwise set out in the Statement of Work;
3)	End user support and training. 
4)	Interstate or international travel and onsite support (unless specifically stated in the Statement of Work). Travel fees may apply where travel is required;
5)	Support of the applications that are installed on the virtual machines within the Approved Cloud Environment; SLA of third party vendors will be applicable.
6)	Testing or deployment outside of the scope of this service;
7)	Software licenses for both antivirus and backup. 
8)	Storage costs for backup, Azure Services.
9)	Any certificate of compliance or other confirmation of compliance with any applicable industry standards or regulations or laws.
10)	Any request for migration/upgrade/extension of existing Azure infrastructure will be considered as separate Project.

Service Considerations and Assumptions
1)	EBLA shall provide support for Azure Infrastructure where there is a failure in the normal course of function.
2)	SLA of Microsoft Premier Support Services will be applied for all cases escalated to MS Premier Services.
3)	If customer has a Premier Support it will be utilized for solving support cases otherwise EBLA will use Standard support from Microsoft to solve support cases. 
4)	SLA of third party vendor will be applied for all tickets raised with third party products and services.
5)	Customer should have valid support agreement with third party vendors.