Cloudera Statement of Work for RSA Silver Services

Last modified October 25, 2024

The following scope of work, Deliverables, acceptance terms and success criteria (collectively, the “Statement of Work” or “SOW”) will apply to the provision of the Services set forth in the Order Form.

1 Project Scope

Cloudera will provide a Resident Solution Architect (“RSA”) to deliver advisory, system architecture, and knowledge transfer Services to Customer. Additionally, Cloudera will provide a Service Delivery Manager (“SDM”) on a part-time basis to work collaboratively with Customer to plan and prioritize activities, coordinate and communicate logistics, and act as point of contact on operational issues, with the goal of maximizing the value of the RSA Services.

Potential topics to be covered in the execution of this SOW are as follows:

• Design and architecture of:

o New use cases (i.e., analytics, data science, data ingest and processing)

o Infrastructure (including new cluster deployments, cluster migration, expansion, major upgrades, backup and disaster recovery, and security)

• Cluster health check and tuning

• Performance benchmarking and tuning

• Data management and capacity planning

• Failure and recovery process

• Data processing design, development and implementation

• Security architecture review

• Authentication/Authorization

• Data protection (encryption for data at rest)

• Spark/Hbase

• Multi-tenancy

• Data governance

• Establishing a framework for use case evaluation

Cloudera will provide Customer with one (1) RSA to provide the RSA services for the entirety of this engagement for a not-to-exceed total of 320 hours over a 12-month period which will commence upon the signature date of the Order Form (“Period of Performance”). RSA services hours will be delivered remotely, unless otherwise mutually agreed between Customer and Cloudera in writing. The hours will be spread evenly across four consecutive 3-month periods (each a “Quarter”) where the RSA will be available for 80 hours per each Quarter. In addition, Cloudera will provide Customer with one (1) SDM for the entirety of this engagement for a not-to-exceed total of 40 hours over the Period of Performance, which will be spread evenly across each Quarter. For the avoidance of doubt, available hours not used during each Quarter expire and do not roll over to the following Quarter. Services hours may be pulled forward at Customer’s request, subject to Cloudera’s written approval, such approval not to be unreasonably withheld. Services will be provided during business hours Monday through Friday, excluding Cloudera and Customer holidays as per Section 7 of the Statement of Work Terms. In the event Customer requests Services to be provided on a Saturday or Sunday, all such requests must be pre-approved by Cloudera in writing and will be provided subject to availability of resources. Further, Customer acknowledges and agrees that any Saturday or Sunday Services hours provided will be charged against the not-to-exceed total number of available hours at the rate of 2 hours charged for each one (1) hour provided, with a minimum daily charge of 16 hours. If additional hours are needed, the parties may mutually agree upon and execute a Statement of Work, Order Form or Change Order which will set forth the applicable additional fees.

Cloudera and Customer will agree upon mutually acceptable tasks and goals on a monthly basis, in advance. These will be detailed, maintained and agreed upon in the Project Controls Workbook prior to embarking on activities for the month.

2 Deliverables, Acceptance and Success Criteria

Deliverables under this SOW consist of pre-paid Services hours only as set forth in this SOW and the Order Form, and are deemed accepted upon delivery.

The success criteria for the overall engagement will be assessed and adjusted as required at a weekly joint – Customer and Cloudera – progress meeting. This meeting provides a platform for the following:

• Customer and Cloudera to determine the next scheduling requirements for future Services assignments.

• Customer escalating to Cloudera any instances of perceived under-performance.

• Cloudera escalating failing Customer dependencies that might impede the engagement’s progress and therefore limit the success of the engagement.

The absence of any escalation will indicate that all parties are content with the current progress and the evolving nature of Cloudera’s contribution.

This engagement will be deemed successful and complete once the Period of Performance has expired or the total hours are consumed, whichever occurs first.