[Services Summary] LCN's Splunk Architect On-Tap support packages providees customers with a predeterminded monthly on-demand block of hours used remotely with a Splunk certified technical support expert. Services cover Splunk Enterprise, Splunk Enterprise Security, ITSI, Phantom, Victor Ops, and Premium Splunk Apps. Customers can take advantage of these services that are available under the program to meet their ongoing Splunk Technical Support and Consulting needs.

[Services Include] Building a lookup, Create or Manage indexes, Create or Manage Access/Roles, Configure Field Extraction, Build a Custom Dashboard, Build a Custom Search, Build a Custom Alert, Build a Custom Report, Create a Drilldown, Create a Macro, Tag, or Eventtype, Create a workflow, CIM Compliance Review, Assist with Data On-Boarding, Ask an Expert, Enterprise Security Asset/Identity Identification, Enterprise Security Dashboard Customization, Enterprise Security Data Model Review and Tuning, Phantom Review Playbook, Phantom Onboard Asset, IT Service Intelligence Create Custom KPI, IT Service Intelligence Review KPI, IT Service Intelligence, Review Glass Table, IT Service Intelligence Create Custom Glass Table.

[Getting Started] CUSTOMER RESPONSIBILITIES

• Remote Access procedure is established with the facilitating architect(s) prior to engagement.
• Hostname(s) and IP Addresses of Splunk Infrastructure are shared with architect(s) prior to engagement.
• Splunk Admin access is established for architect(s) prior to engagement.

ASSUMPTIONS

• Arrow engineers will have the appropriate level remote access to customer staff and hardware as required to complete the project. VPN or RDP preferred with remote console access.
• All Equipment and licenses will be onsite prior to implementation
• All network connections will be in place
• All work will be completed remote
• Work is scheduled and performed remotely during normal Business Hours (unless otherwise deemed necessary prior to engagement)

ENGAGEMENT PLANNING & MANAGEMENT

• The following planning tasks will be performed:
• Minimum lead time for scheduling is 10 business days, all work done during business hours
• Engagements may be scheduled Monday through Friday, 8am-5pm Central time zone, no after hours or weekend work will be supported with this service.
• Hours must be used in increments of no less than one hour.
• Hours are valid within the standard calendar month, refreshing at the beginning of a new monthly calendar cycle
• Unused hours do not roll over or accumulate, unused hours are not refundable, negotiable, or transferable
• Coordinate kickoff and close out calls
• Create/distribute escalation and contact lists
• Facilitate Change Orders OUT OF SCOPE
• Implementation of QFlow/NetFlow monitoring or processing
• Implementation of disaster recovery systems
• No Remediation Services provided
• Modification of the customer’s application software.
• Active Directory tasks
• DNS tasks
• Host / OS level support
• Development of custom solutions including without limitation, scripting.
• Multiple, basic installation services requiring project management services.
• Validating or verifying optimal application environment operations.
• Trash Removal (unless customer provides access to on-site)
• Any item not listed in Provider Responsibilities