Understanding and Using the Texas DIR Cloud Services Contract

DIR-TSO-2518

Contents

About DoubleHorn ............................................................................................................................................. 3

Building a Cloud Services Provider - Built to Last ............................................................................................. 4

Benefits ........................................................................................................................................................... 4

DoubleHorn Milestones...................................................................................................................................... 5

Solution & Services Portfolio .............................................................................................................................. 6

DoubleHorn Cloud Solutions .......................................................................................................................... 6

Cloud Services ............................................................................................................................................... 6

Partner Landscape ............................................................................................................................................. 7

Strategic Partners ........................................................................................................................................... 7

Solutions Partners .......................................................................................................................................... 7

Cloud Platforms and Software Partners ........................................................................................................ 7

DoubleHorn Leadership ..................................................................................................................................... 8

Introduction ......................................................................................................................................................... 9

What is Cloud Computing? ............................................................................................................................ 9

Cloud Deployment Models ............................................................................................................................. 9

Advantages of Cloud .................................................................................................................................... 10

Considerations.............................................................................................................................................. 10

Advantages of the Contract.......................................................................................................................... 11

How Can DoubleHorn Help? ....................................................................................................................... 11

DoubleHorn Cloud Solutions ........................................................................................................................ 11

What is CJIS Compliance? .......................................................................................................................... 13

DoubleHorn’s Award Winning Cloud Migration Process ................................................................................. 14

How to Purchase? ............................................................................................................................................ 16

Purchasing Services..................................................................................................................................... 17

Support ............................................................................................................................................................. 18

Support Ticket Routing ................................................................................................................................. 18

Billing ................................................................................................................................................................ 19

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About DoubleHorn

DoubleHorn is a leading Cloud Solutions Provider founded in January 2005 and

based in Austin, Texas. Our offerings combine products from the leading Cloud

providers and are carefully designed to meet the emerging technology

requirements of Enterprises & Government. As a Cloud Services Broker, with a

simple six step Cloud Transformation Methodology, we advise in selecting the

right solution, implement, maintain and offer a single source for billing and

support of multiple Cloud products.

We were awarded the Cloud Services Contract for the State of Texas (DIR-TSO-

2518) and Oklahoma (ITSW1022D) covering Cloud Services Brokerage, Cloud

Assessment and Cloud Infrastructure-as-a-Service (IaaS). TalkinCloud has

recognized DoubleHorn as a Top 100 Cloud Services Provider. We won the

"Best Cloud Solution" at ITEXPO 2012 and were recognized by Telecom Review

North America as a leader in Cloud Brokerage business. We were also featured

in CIO Review Cloud 2014 magazine as one of the "20 Most Promising Cloud

Computing and Consulting Companies."

We deliver value to our customers with no compromises on features or quality.

We are based in Austin, TX and are well-known for our attention to customer

service. Our Team is comprised of Executive Management, Marketing Directors,

Sales Associates, Support Technicians, Service Delivery Managers, Network

Engineers, Software Developers and Executive Administrators to name a few.

20 Most Promising Cloud Companies

in 2014

Leader in Cloud Brokerage Business

Winner, Best Cloud Solution

Member

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Building a Cloud Services Provider - Built to Last

During the late 1990s and early 2000s, a disruptive trend

in Communications and Information Technology began to

emerge. The convergence of new technology delivery

models, the rapid maturation of technology protocols

such as Session Initiation Protocol (SIP), the availability

of maturing virtualization technologies and the economic

need to reduce IT spend created favorable conditions to

launch a new breed of hosted/cloud communications and

IT technology services. The potential of these new

services was that they could be provided at drastically

reduced cost, deliver greater technology capability,

maintain higher service levels and be available in rapid

fashion. The time had arrived for reliable managed, or

hosted, communications and information technology over

the Internet, that is, Communications and IT as a Service.

In 2005, DoubleHorn Communications, LLC was founded

as a Texas-based Managed Cloud Communications and

IT Services provider to deliver on this new opportunity.

DoubleHorn invested in this vision by procuring and

deploying a world-class data center and network

infrastructure that is wholly owned and operated within the Texas D.A.S.H (Dallas, Austin, San Antonio and

Houston) market. From its inception, DoubleHorn’s core network and infrastructure were designed to enable

hosted technology services, using a secure, high-speed, multi-tenant architecture. Today our carrier-grade

infrastructure is a fully geo-redundant, SAS70 compliant and certified as Tier 3 facilities. In conjunction,

DoubleHorn executed important partnerships with tier one infrastructure providers and carriers, such as

Cisco, Verizon, Level 3 and AT&T. Executing comparable service terms with these providers today would

be very challenging if not impossible.

DoubleHorn built a sophisticated network infrastructure and acquired network management expertise. This

purpose-built, fiber network included IP routing and switching expertise that is fundamental to high-quality,

high-performance cloud services today. Our hosted VoIP solution, essentially Communications as a

Service was built on top of this infrastructure. Our network, including interconnections, carrier integrations,

and the largest fiber footprint at the time became one of the first Texas-based ‘clouds’ in 2005. That was the

genesis of our role as a Communications and Information Technology Broker, delivering services such as

infrastructure, broadband access, network transport, hosted PBX, co-location services, hosted servers and

managed applications. Today, our investment, expertise, and partnerships have converged to enable us to

be a trusted advisor and provider of Cloud Services to State of Texas organizations under our DIR contract.

Benefits

Heritage in communications

Operates our own core network to

optimize services that are

ultimately delivered to the end

customer

Our infrastructure and processes

were hardened under the

demanding conditions of

delivering ‘real-time’

communications

Quality of service, security, and

service usage, a quality network

and access to network

management are critical

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DoubleHorn Milestones

2005 DoubleHorn Opens for Business

Delivers managed cloud communications and hosted IT services to SMB; offering

hosted PBX and IP voice services.

2006 Rapid Acquisition

DoubleHorn surpasses 500th SMB customer in Texas

2008 DoubleHorn Streamlines Operations

Two interrelated lines of business, Communications and Information Technology,

strengthen and support each other.

2011 Expertise

DoubleHorn selected as Acme Packet partner to develop and deliver Hosted Session

Management

2012 Recognition

Established technology partnerships and earned interoperability certifications with

leading UC providers.

MyDoubleHorn Cloud Services Marketplace launched and wins "Best Cloud Solution"

at ITExpo.

2013 Expanded Market

DoubleHorn awarded Texas DIR contract to deliver Cloud Services.

2014 Public Sector Success

Successfully implemented Cloud projects for some of the major Texas State agencies.

Recognized by CIO Review & Telecom Review as a leading Cloud vendor

2015 Growing Markets

DoubleHorn wins Oklahoma Cloud Services contract. Launches into Private Sector Markets as well with new high-impact partnerships

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Solution & Services Portfolio

DoubleHorn Cloud Solutions

Cloud IT: Migrate IT infrastructure securely to the Cloud and achieve efficiency and cost savings

Backup & DR Solutions: Highly scalable, reliable data storage solutions that enable a dependable backup

and recovery

Security & Compliance Solutions: Security solutions for Cloud data and applications. We offer solutions

capable of meeting all the major Compliance requirements like HIPAA, CJIS, FedRAMP, FIPS, ITAR,

FERPA, etc.

Cloud Communications & Collaboration: Cloud communications applications along with collaboration

software that increases productivity and reduces cost

Cloud Services

Cloud Consulting – proven six-stage process for assessing your current environment and developing a

cloud migration blueprint that focuses on planning, migration and on-going operations of Cloud deployments

Cloud Services Brokerage – we are the source and aggregator for the major public and private cloud

infrastructure providers as well as 25+ leading Cloud SaaS providers

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Partner Landscape

Strategic Partners

Our strategic partners are some of the leading innovators in Cloud and Communications Technologies.

They create cutting edge solutions, and we wrap around our proven Cloud Services and Consulting model

to help our customers with integration, security, reporting, and support.

Solutions Partners

Solutions partners offer a technology solution to address a specific need or help in accelerating the overall

adoption of our Cloud Solutions portfolio including Cloud IT, Backup & DR, Security & Compliance and

Communications & Collaboration. We complement our Solutions partners' offering with our Cloud Services

and Consulting model to help our customers with the integration, security, reporting, and support.

Cloud Platforms and Software Partners

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DoubleHorn Leadership

Tab Schadt

CEO

"As a business owner myself, I wholeheartedly understand the challenges and needs of

our customers. When I consider the success our team has had in creating a reliable

brand and providing exceptional value to small businesses, I am truly happy, especially

when I look ahead to all the future opportunities we have to help our customers succeed."

Will Hargis

Director of Operations

"The challenges that face IT organizations today are rapidly evolving. To survive,

technology leaders have to focus on solid, innovative solutions for their internal customers

without the typical burdens. DoubleHorn's technical experts provide the confidence needed

so our customers can be enabled to live true to that focus, and well ahead of the curve."

Jon Lee

Director of Product Management

"What's the difference between a Product and a Solution? To me, a Solution is the core

technology to solve an existing problem, whereas the Product is each component of the

Solution that interacts with the end user. Of course, customers want great solutions, but

more importantly, they need exceptional products. Is the Product user-friendly? Is the

design intuitive and simple? Does it perform well on the customer's preferred device? These

are some of the many questions I think about every day."

Roger Pilney

Director of Strategic Alliances

"My experience in business development, partner marketing, and client retention focus on

building and sustaining meaningful relationships. From internal to external customers,

through an expansive network of resources, I pride myself on identifying co-marketing

opportunities to magnify thought leadership efforts and improve brand perception. Using an

authentic voice and maintaining the brand's goals across industries and online social

ecosystems while developing policy and strategy for new media integration is the winning combination for today’s

constantly evolving marketing world."

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Introduction

In 2012, the Texas Department of Information Resources (DIR) released a Request for Offer to solicit

responses from cloud service providers to deliver next generation Information Technology services to

extend its existing extensive catalog of technology services.

DoubleHorn was awarded a contract to provide cloud services in early 2014.

The purpose of this document it to provide State and Local Government, Higher Education and Non-Profit

organizations who are authorized by DIR with an overview of the value of cloud services and the

procurement process.

What is Cloud Computing?

Efficient Service Delivery via the Internet

Cloud computing is an emerging form of delivering information technology (IT) services via the Internet

instead of through an organization’s technology infrastructure. In a time of funding challenges, government

agencies are investigating cloud computing solutions as a way to obtain IT capabilities that are flexible, low

cost, and quick to implement.

As an operational expense, cloud computing provides the same access to IT resources—such as email,

databases, servers, storage, application software, development tools, and desktop services—as solutions

that are procured and maintained on premises. Further, cloud computing reduces the need for

organizations to incur capital expenses associated with the procurement, implementation, and maintenance

of those resources.

While the concept of cloud computing is still relatively new in state government, the service delivery model

dates back to the advent of mainframe computing. For example, instead of buying or leasing equipment and

hardware for payroll and billing, organizations can share computing resources on an as-needed basis to

save money.

Cloud Deployment Models

Public Cloud – The cloud provider delivers a common IT capability in a shared environment. Data

from multiple customers with similar requirements are pooled together to optimize resources.

Private Cloud – The cloud provider dedicates and customizes the capabilities, resources, and

administration of a defined environment to each organization.

Hybrid Cloud – The hybrid cloud is a blended model with both private and public cloud features.

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Advantages of Cloud

Reduced Cost – Agencies can scale back or eliminate expenses and effort related to ongoing IT

maintenance, support, and other operations.

Instant, On-Demand Services – Agencies can set up cloud computing services instantly, avoiding

long procurement cycles.

Pay As You Go – Agencies pay only for what they use.

Rapid Scalability – Agencies can rapidly increase capacity during peak usage spikes then scale

down after peak periods end.

Improved Administration – Agencies can reduce time spent on routine administrative tasks, such

as configuration management, manual troubleshooting, software updates, or backups.

More Options – Agencies can customize their solution through an increasing number of service

providers, gaining performance and price advantages.

Enhanced Reliability – Agencies can provision disaster recovery and business continuity services.

Improved Funding Model – Agencies can significantly reduce capital expenditures for IT hardware

and software and shift to an operating expenditure arrangement.

Considerations

While the benefits are substantial, certain concerns exist when an agency no longer has direct control over

its business assets (applications) or infrastructure assets (servers). Some of the concerns surrounding the

use of cloud-based resources include:

Security, as physical location of hardware and software may be unknown;

Availability of the Internet, which impacts reliability;

Managing various service levels, remedies, and terms of use;

Increased vigilance needed to audit or assess cloud-computing providers.

Texas Department of Information Resources - Cloud Services Contract - DIR-TSO-2518

With the DIR Cloud Contract, Texas State agencies, local governments, school districts, higher education,

non-profit organizations and even other States can now move their technology to the cloud where they can

customize and tailor service packages to specifically meet their needs. When you have additional

requirements, DoubleHorn can also provide cloud brokerage services of large multi-national cloud providers

for other needs.

Eligible Customers: state agencies, universities, cities, counties, public school districts, and any state-

funded entity.

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Advantages of the Contract

Leverages the purchasing power of the entire State of Texas.

Meets all State of Texas bidding requirements.

Ability to turn capital expenses into operating expense.

Cost avoidance of preparing Request for Proposals and evaluating bid responses.

Simplifies internal purchasing processes.

Streamlines order processing.

Purchase orders submitted directly to the Vendor.

Payment submitted directly to the Vendor.

One-on-one contact with the Vendor.

Additional individual terms and conditions may be applied if needed.

Ability to negotiate for deeper discounts on quantity purchases.

How Can DoubleHorn Help?

DoubleHorn Cloud Solutions

Cloud IT: Migrate IT infrastructure securely to the Cloud and achieve efficiency and cost savings

Backup & DR Solutions: Highly scalable, reliable data storage solutions that enable you to build

dependable backup and recovery

Security & Compliance Solutions: Data protection, Identity & access management, incident response,

and assessment of your Cloud data and applications. We offer solutions capable of meeting all the major

Compliance requirements like HIPAA, CJIS, FedRAMP, FIPS, ITAR, FERPA, etc.

Cloud Communications & Collaboration: Move to a virtual office along with collaboration software

applications that increase productivity and reduce cost.

DoubleHorn’s DIR contract allows us to provide customers with the following three categories of service:

Cloud Assessment Services

The purpose of the cloud assessment is to assist an organization in establishing a strategy and roadmap for

moving applications to the cloud. The assessment will enable the customer to identify candidates for cloud

services, identify risks and benefits based on a set of criteria such as operational readiness, security,

application characteristics, complexity, cost, etc.

DoubleHorn has developed a modular methodology to assist customers moving to the cloud or extending

existing cloud services. Whether your organization already understands cloud services, has a deep

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technical bench, or is entertaining cloud services for the first time, DoubleHorn provides business and

technical level professional services to help you ensure success.

Infrastructure Services

The capability provided to the consumer (DIR customer) is to provision processing (Compute –

CPU/Memory), Storage, Networks, and other fundamental computing resources where the consumer can

deploy and run arbitrary software, which can include operating systems and applications. The consumer

does not manage or control the underlying cloud infrastructure but has control over operating systems,

storage, deployed applications, and possibly limited control of select networking components (e.g. hosted

firewalls).

DoubleHorn provides cloud infrastructure services through its own, Austin-based data centers.

DoubleHorn’s Infrastructure as a Service (IaaS) capabilities allows us to deliver hosted/managed private

cloud services, where end customers need the ability to have physical access to the infrastructure. These

services are hosted in geo-redundant, carrier-grade facilities that provide a high degree of security,

redundancy and maintain a great price-point.

If you prefer one of the market-leading cloud services providers, DoubleHorn can also deliver these through

its award as a cloud services brokerage.

Cloud Brokerage Services

A cloud broker is an entity that manages the use, performance and delivery of cloud services, and

negotiates relationships between cloud providers and cloud consumers. A cloud broker acts as the

intermediary between consumer and provider and will help customers through the complexity of cloud

service offerings and may also create value-added cloud services.

DoubleHorn is organized to provide you with the best solution based on your needs. We have executed

reseller agreements with:

Amazon Web Services (AWS)

Rackspace

Google Cloud

IBM SmartCloud

Savvis/CenturyLink

Terremark/Verizon Cloud Services

By using DoubleHorn as your cloud services broker, you can:

Leverage the DIR Contract without having to go to a sole-source or undertake an RFO process

Receive services in usually no more than 1-5 business days

Receive a single, consolidated bill across multiple underlying providers

Have a single point of contact for Service Level Agreements

Be guaranteed pricing that is at least 6% below MSRP

Be assured that DoubleHorn has met stringent qualification and delivery agreements through DIR

Access to a knowledgeable and independent technology intermediary as needed

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Access to 24x7 Tier 1 and Tier 2 support for Cloud Services

What is CJIS Compliance?

In the process of stopping and reducing crime, law enforcement authorities often require timely and secure

access to data. For this, the Advisory Policy Board (APB) recommended the FBI that the Criminal Justice

Information Services (CJIS) Division be authorized to expand the existing security management structure in

1998. Following the expansions made, CJIS security policy contains information security guidelines,

compliance requirements, and agreements that reflect the will of the criminal justice agencies and law

enforcement agencies for protecting the transmission, sources, generation and storage of criminal justice

information. Furthermore, the Federal Information Security Management Act of 2002 provides further basis

for APB approved management, technical and operational security requirements mandated to protect CJI

(Criminal Justice Information).

CJI applies to every individual including private entities, contractors, members of a criminal justice entity or

non-criminal justice agency representatives with access to, or who operate in support of, criminal justice

services and information. The basic premise of the CJIS Compliance security policy is to provide full support

to protect the entire lifecycle of CJI, whether in transit or rest. The security policy guides the creation,

viewing, modifying, transmitting, disseminating, storing as well as the destruction of CJI. The policy

integrates the presidential directives, FBI directives, federal laws, APB decisions along with guidance from

the National Institute of Standards and Technology.

The security policy helps to strengthen the partnership between CJIS Systems Agencies (CSA) and FBI.

CJIS Compliance security policy is imperative against the backdrop of increasing use of criminal history

record information for noncriminal justice, CJIS guides the State compact officers and National Crime

Prevention and Privacy Compact Council in securely exchanging criminal justice records.

There are 13 policy areas, and it is worth noting that not every consumer of FBI CJIS will encounter all of

the policy areas. The circumstances of applicability are based on individual entity/agency configurations and

usage. The policy areas are:

Policy Area 1—Information Exchange Agreements

Policy Area 2—Security Awareness Training

Policy Area 3—Incident Response

Policy Area 4—Auditing and Accountability

Policy Area 5—Access Control

Policy Area 6—Identification and Authentication

Policy Area 7—Configuration Management

Policy Area 8—Media Protection

Policy Area 9—Physical Protection

Policy Area 10—Systems and Communications Protection and Information Integrity

Policy Area 11—Formal Audits

Policy Area 12—Personnel Security

Policy Area 13 — Mobile Devices

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We, along with our strategic partners can design and offer CJIS Compliance capable Cloud

solutions.

DoubleHorn’s Award Winning Cloud Migration Process

Cloud Screening

We start by working with you to assess the feasibility of moving applications to cloud

environments. Our Cloud Screening stage is a guided assessment that will clarify business

objectives, set realistic expectations for cloud migration, and provide an estimate of your

organization’s readiness for cloud transformation. The result is a tailored roadmap for your

organization’s cloud migration that sets realistic expectations and commitment levels for

the transformation. Outcomes from this stage include:

Education on cloud concepts

Cloud feasibility analysis

Strategy/goal setting

Cost/benefit analysis

Schedule projection

Level of effort estimate

IT Cataloging

With a solid foundation for cloud transformation developed, we will then catalog your IT

portfolio. Our team will work closely with your organization to inventory your current IT

capabilities and technologies. This stage can be adjusted to be as comprehensive or broad

as needed, depending on transformation requirements. Generally speaking, cataloging

tasks includes:

Network capability analysis and inventory

Environment landscape analysis and inventory

Infrastructure analysis and inventory

Application portfolio analysis and inventory

Process analysis and inventory

Cloud Blueprinting

Achieving the right cloud structure suitable for your environment is critical. Our certified

professionals will help you develop the necessary building blocks to form the optimal cloud

architecture, conceptualized based on your business and technical requirements. Through

this process, you will gain a clear understanding of cloud components and their strategic

mapping to business objectives. The outcome of this stage is a Cloud Transformation

Roadmap, tailored to your unique situation. The roadmap includes:

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Planned and documented tasks

Schedule

Costs

Associated assumptions and risks

Cloud Turn-Up

Upon approval of the architecture design, our engineers begin implementing your

organization’s unique cloud solution by building or configuring the environment. Any

preliminary migration or upgrades are implemented to meet your requirements during this

project phase. Outcomes from this stage include:

Active cloud network resources

Active cloud compute (server) resources

Active optimal storage resources

Enabled specialized environment resources (DNS, load balancers, clustering,

VPN, vLANs, etc.)

Enabled software (operating systems, middleware, applications)

Performance/testing baseline benchmarks

Cloud Migration

With the cloud infrastructure in place and tested, DoubleHorn transitions your applications,

workloads and application data to the cloud environment during this stage.

Cloud Application and Infrastructure Turn Up

Our migration experts leverage our proven frameworks to transition your existing

applications and collaboration platforms to our resilient, secure and high- availability

private, public, and hybrid cloud infrastructure.

Cloud Application Development and Testing

When you need to accelerate time-to-value, there’s nothing faster than our agile, on-

demand application development and testing environment. We leverage our extensive

experience in application development and our in-depth knowledge of the leading cloud

development technologies and deployment models to extend the value of your solutions.

Cloud Operation

In our final stage, we will introduce you to MyDoubleHorn, our customer portal that

provides a comprehensive solution for managing and controlling your cloud resources.

Resources and activities in MyDoubleHorn include:

Tools and software for performance monitoring and alerting

Consolidated billing

Best practices and business process templates for operations and service

management

Security and compliance policy monitoring

Quality of service and service level compliance monitoring and governance

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Infrastructure and application patching and updating

Automated service provisioning

Trouble ticket submission with live support

How to Purchase?

Contact us at DIR@doublehorn.com or fill out this form and we’ll provide a complimentary Cloud

assessment for your agency.

The Texas Department of Information Resources Cloud Services Contract provides a simple, tested and

fast process for purchasing cloud services. As a customer, you only need to submit a completed/signed

Statement of Work (SOW) to DoubleHorn for services. DoubleHorn will provision and activate the services

and provide the appropriate personnel with access and credentials to the cloud services account and

resources.

At DoubleHorn, we recognize that not all customers are at the same point in their adoption of cloud

services. If your organization already knows which services it needs and would like to procure, DoubleHorn

can often provide you with a Cloud Services account and access to services within the same business day.

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If you would like more information or a greater degree of support as you move through your cloud initiatives,

the DoubleHorn Cloud Methodology will provide you with expertise on the scale and time you need it.

Purchasing Services

To procure services DoubleHorn recommends the Texas DIR approved process, which is divided into six

easy steps:

Step 1: Assess Your Organization’s Needs

DoubleHorn and your staff create a technology profile of the application(s) and workloads you plan in the

cloud. If you do not have the internal expertise to do this, DoubleHorn can help. We provide a

complimentary (no charge) screening process to define the requirements and help you select the best-fit

provider. If a more in-depth analysis is required, stage 1 and 2 of the DoubleHorn Cloud Methodology is

available. Depending on the workload and architectural requirements, this process takes less than 2 hours.

Step 2: Create an Estimated List of Cloud Services

DoubleHorn and your staff use the information captured in the assessment (step 1) to derive a list of

services that will be used in your solution. Alternatively, if your organization prefers, DoubleHorn can

provide you with a cloud account with the service provider of your choice, and you can add services if

desired. If a more in-depth roadmap is required, stage 3 and 4 of the DoubleHorn Cloud Methodology is

available. Depending on the workload and architectural requirements, this process takes less than 4 hours.

Step 3: Generate a Statement of Work

DoubleHorn (or your staff if desired) will use the DIR approved Statement of Work template to capture the

scope and details of the cloud services solution. This Statement of Work is designed to act at the scheduled

agreement between DoubleHorn and your organization, along with the terms and conditions contained

within the DIR Cloud Services contract – DIR-SDD-TMP-199. See Appendix A for a copy of the Statement

of Work Template.

Step 4: Review, Sign, and Return the Statement of Work

Having received the completed Statement of Work, your internal staff, such as program/project sponsors,

accounting/procurement, legal and other stakeholders will review the details as suits your organization.

Upon approval, sign and return the Statement of Work to DoubleHorn as an email attachment to –

dir@doublehorn.com

Step 5: Provision and Activation of Service

DoubleHorn will create an account for your solution with the appropriate cloud service provider. DoubleHorn

will test the account for availability and quality assurance. DoubleHorn will provide your identified account

administrator with the access credentials and ensure access is achieved.

Step 6: Provide Access Credentials

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You now will have access to your cloud environment and can begin using the cloud resources. In the event

your organization would like DoubleHorn to set a limit on the budget allowed to this account, that will be

activated during account turn-up.

Support

Support Ticket Routing

Our Service Management Center is designed around

you. Our goal is to make sure you get the help you

need promptly based on the urgency of your issue.

Your customer portal, MyDoubleHorn, is your best

resource for submitting support requests. But no

matter how we receive your request, all support

tickets are managed centrally and in real time, so no

request will fall through the cracks. We prioritize all

requests as we receive them by the urgency of the

issue. Your SLA provides more detailed information.

Support Contact Information

1. supportdesk.doublehorn.com

2. support@doublehorn.com

3. 855-61-VOICE

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Billing

One of the best parts of the DIR Cloud Services Contract is that it makes payment easy. For all Cloud

Services through DoubleHorn, you will receive a concise, consolidated bill for your services. You will either

receive a monthly invoice for services, which will include usage charges, or you can elect to receive greater

savings and pay annually.

Payment can be submitted to:

DoubleHorn

Attn: Accounting

1802 W. 6th Street

Austin, TX 78703

For billing questions, please contact Accounting at accounting@doublehorn.com or 512-637-5200.