Our managed services offering is detailed as the following: Management and escalated support of one (1) Azure Virtual Desktop Host Pool in the customers' environment. It does not include 24x7 support, enhancements/improvements of the environment, or related features, functions, or user experiences. Components under managed Services. SIMPLICITY IT will provide management of the current one (1) Windows Virtual Desktop Host Pools. 1. Host Pool Support In-Scope: • Host pool configuration – Settings and properties within each of the one (1) host pools • VM scaling – Dynamically starting or deallocating session hosts • VM security patching – Monthly cumulative and customer-approved updates • Workplace maintenance/creation • Adding/removing VMs from the host pool(s) Out-of-Scope: • Designing, configuring, or deploying additional host pools • Altering the size of current VMs within each host pool 2. Remote Application Management SIMPLICITY IT will provide tasks related to customers' applications and application groups used in the AVD environment. However, no support for the applications themselves. In-Scope: • Application group creation • Application group registration • Application group assignments Out-of-Scope: • Troubleshooting non-AVD related application issues • Issues related to latency and host pool placement 3. Health and Monitoring SIMPLICITY IT will provide Health Monitoring of the one (1) AVD Host Pool. The monitoring will assist SIMPLICITY IT and customers in determining the future of the AVD environment and add a layer of security to the environment. In-Scope: • Enabling AVD insights on all host pools and related services • Monitoring session host performance – CPU and RAM • Monitoring Azure AD sign-ins to AVD • AVD host pool, application group, and workspace diagnostics Out-of-Scope: • Remote site (client) network bandwidth and connection quality • Custom monitoring or integration with third-party products 4. Backup and Recovery SIMPLICITY IT will provide limited backup and recovery for the customer items listed in the In-Scope section below. In-Scope: • Backup of AVD image files, including replication to a secondary location • Backup of user profile and Office 365 containers • Backup of install script(s) and source file storage account • Verification of ARM templates to rapidly deploy a new environment Out-of-Scope: • Active/Passive failover, such as Azure site recovery • Disaster Recovery simulations 5. Image Management and Patching SIMPLICITY IT will provide management for one (1) Windows image throughout the customer AVD host pools. In-Scope: • Troubleshooting issues related to the base image • Verification of the success of the software installation process • Session host updates - monthly Out-of-Scope: • Creation and testing of application packages • Building and testing application-specific install commands • Application acceptance testing 6. Incident Management Incidents occurring in the customer AVD environment are eligible for SIMPLICITY IT support if the incident is part of, or the result of, a component under management defined in this offering. The following Upon incident identification of a SIMPLICITY IT-managed component, SIMPLICITY IT will: Serve as an escalation point for the customer for AVD related issues Provide a Root cause analysis (RCA) upon remediation of the incident If SIMPLICITY IT is asked to assist with an incident that is not part of a SIMPLICITY IT-managed component, SIMPLICITY IT will help on a Time & Materials basis. 7. Proactive Administration Certain services are provided at regular intervals as part of the managed support. The following will be provided monthly. Applying Windows Security Updates to VM Hosts Azure Virtual Desktop Usage report Environment performance report Summary of incidents for the previous month Once a quarter, an architectural review will be conducted. The main areas of focus are: Evaluate existing environment Identify any areas of opportunity Determine if there are any new Azure services, components, or features that would benefit the customer's Azure Virtual Desktop environment.