Schedule E: Solution Offering Terms: DevOps Foundations

The following tasks are included as part of this New Relic DevOps Foundations Package:

New Relic will assist the Customer with the following implementation activities as applicable to and at Customer’s direction:

a) Set Up Proactive Alerting

1.     Assist Customer with creation of up to ten (10) alert policies for up to two (2) alert conditions per policy to better understand system performance; Validate that the alerts represent the core telemetry measures from New Relic including performance, correctness, throughput, availability, and predictability.

2.     Assist Customer with creation of up to two (2) alert actions for up to ten (10) new alert policies.

b) App Remediation

1.     Assist Customer with creation of up to one (1) dashboard with up to five (5) widgets for error and transaction analysis.

2.     Assist Customer with deployment of up to ten (10) New Relic agents in Customer’s environment.

3.     Assist Customer with creation of up to two (2) Synthetic scripts to be run against customer’s environment.

4.     Provide up to two (2) training sessions, two (2) hours each to educate customer on detecting and investigating errors and slow transactions in APM.

5.     Assist Customer in analyzing errors and slow transactions for up to two (2) key applications.

6.     Assist Customer with configuration of up to five (5) alert policies for up to two (2) alert conditions per policy that relate specifically to application errors.

7.     Provide one (1) wrap-up report using screenshots to summarize the app remediation analysis.

c) Establish Objectives and Baselines

1.     Assist Customer with the discovery and definition of up to ten (10) KPIs for up to two (2) applications that will be used for establishing baselines;

2.     Assist Customer with reviewing total throughput for up to two (2) applications to determine baseline characteristics.

3.     Assist Customer with identifying service level objectives and response time for up to ten (10) identified KPIs including average and standard deviation metrics for up to two (2) applications.

4.     Assist Customer in setting up basic (configuration-based) custom instrumentation for up to two (2) applications as applicable.

5.     Assist Customer in building up to two (2) dashboards with up to five (5) widgets each to compare key transactions performance metrics over prior periods.

d) Establish Team Dashboards:

1.     Provide up to two (2) working sessions, two (2) hours each to assist Customer with defining major components of application context: business unit, environment and business processes and dashboard consumers.

2.     Assist Customer with building up to two (2) dashboards with up to five (5) widgets each for each major component of the application.

3.     Assist Customer with building up to two (2) dashboards with up to five (5) widgets each for providing comparative context for the real time state. (day over day, week over week).

4.     Assist Customer with linking up to five (5) widgets in up to two (2) dashboards for drill-down views as applicable.

e) Iterate and Measure Impact:

1.     Assist Customer with building up to two (2) dashboards with up to five (5) widgets each for associating resource impact with application performance as applicable.

2.     Provide up to two (2) training sessions, two (2) hours each to educate customer on using resource data along with application performance data, and how to evaluate changes in system resource needs due to application changes.

3.     Assist Customer with configuration of up to ten (10) alert policies for up to two (2) alert conditions per policy for resource utilization and application performance tuning.

4.     Provide Customer with one (1) wrap-up report that validates the risk assessment and impact expectations as the application changes over time.

f) Incident Orchestration:

1.     Assist Customer with the discovery and definition of up to ten (10) KPIs for up to two (2) applications that indicate site degradation or outage;

2.     Assist Customer with configuration of up to ten (10) alert policies for up to two (2) alert conditions per policy for the KPIs identified in Step 23.

g) Resolve Dependency Risk:

1.     Assist Customer in creating documentation for process to be followed when creating Service Maps involving new applications.

2.     Assist Customer with creating up to two (2) service maps that provide a visual representation of application architecture (as applicable);

3.     Provide up to two (2) working sessions, two (2) hours each to educate customer on using Service Maps, and to validate that the dependencies identified in the new and existing Service Maps are accurate.

4.     Provide Customer with one (1) wrap-up report that describes the process and benefits of mapping applications.

h) Customer Experience Improvement:

1.     Assist Customer with determining the top four (4) execution paths for up to two (2) applications by reviewing Browser and APM telemetry.

2.     Assist Customer with identifying the top four (4) errors for up to two (2) applications and their impact on user journey.

3.     Assist Customer with creation of up to one (1) dashboards with up to five (5) widgets that captures a typical execution path and the errors associated with it.

4.     Assist Customer with monitoring cohort specific journeys across application by creation of up to one (1) dashboards with up to five (5) widgets that are based on user stories.

5.     Assist Customer with creation of up to two (2) performance and availability reports annotated with deployment events and faceted by user stories.

i) Operations Review:

1.     Assist Customer with creating up to one (1) report that reviews the service level objectives for up to two (2) applications between current and a previous relative time, noting application state, alert conditions and runtime anomalies.

2.     Assist Customer with creation of up to one (1) dashboards with up to five (5) widgets that summarizes events related to application alerts, down time and errors.

j) Infrastructure Resource Sizing:

1.     Provide a report that outlines the current efficiency of the environment by viewing host metrics such as CPU, Network and Memory Usage.

2.     Assist Customer with sizing infrastructure appropriately for up to two (2) applications by downsizing underutilized hosts or deploying more apps to hosts.

k) Fault Injection:

1.     Assist Customer with utilizing fault insertion for up to two (2) applications to evaluate alerts in detection of faults.

2.     Assist Customer in conducting a post fault review of up to two (2) applications and assist with tuning alerting and telemetry collection.

The following apply to this Package:

        1.        Utilization. If Customer does not fully utilize, request or receive the tasks included in this package, any remaining portion will be forfeited at the end of the earlier of: (i) the period set forth in the Order, or (ii) the one-year anniversary date of the applicable Order, and no refund will be provided to Customer.

        2.       Scheduling. Unless otherwise agreed in writing, (a) the tasks specified in this package will be delivered during the period as set forth in the Order, and (b) all dates and timescales for delivery or completion of any tasks are estimates only.  New Relic will use all reasonable endeavours to adhere to any dates or timescales agreed with the Customer, but will not be liable in any manner for failure to complete any work by any date or any timescale specified. Unless otherwise agreed in the Order, Customer must schedule the performance of any on-site tasks for a minimum period of two (2) days. If applicable to an Order, Customer must schedule use of the package(s) at least three (3) months prior to such Order’s renewal or expiration date, otherwise, Customer risks not being able to schedule New Relic resources for such tasks. After such period, New Relic resources will be allocated on an as-available basis. If New Relic determines, in its sole discretion, that there is not enough time or resources available to complete such tasks prior to the renewal or expiration date of the Order, New Relic will have no liability to Customer.

        3.      Support.  This package includes support for the solution offering provided pursuant to this schedule (if applicable) at no additional charge; such support will lapse at the earlier of: (A) one (1) year from the end date of the solution offering engagement, or (B) the date that Customer no longer has a paid subscription term to New Relic’s products. This support consists solely of maintenance (e.g. bug fixes) for the solution offering, in the form of such solution offering as provided by New Relic.  Any requests for enhancement or modifications related to such solution offering shall be subject to a separate paid engagement.