Laserfiche WebLink
Master Services and Purchasing Agreement <br /> <br /> Title: Master Services and Purchasing Agreement between Axon and Agency <br /> Department: Legal <br /> Version: 12.0 <br /> Release Date: 12/18/2020 Page 48 of 49 <br />Axon Support Engineer Appendix <br /> <br />1 Axon Support Engineer Payment. Axon will invoice for Axon Support Engineer (“ASE”) services, <br />as outlined in the Quote, when the Axon Support Engineer commences work on-site at Agency. <br /> <br />2 Full-Time ASE Scope of Services. <br />2.1 A Full-Time ASE will work on-site four (4) days per week. <br />2.2 Agency’s Axon sales representative and Axon’s Agency Success team will work with <br />Agency to define its support needs and ensure the Full-Time ASE has skills to align with <br />those needs. There may be up to a 6-month waiting period before the Full-Time ASE can <br />work on-site, depending upon Agency’s needs and availability of a Full-Time ASE. <br />2.3 The purchase of Full-Time ASE Services includes 2 complimentary Axon Accelerate tickets <br />per year of the Agreement, so long as the ASE has started work at Agency, and Agency is <br />current on all payments for the Full-Time ASE Service. <br /> <br />The Full-Time ASE Service options are listed below: <br />Ongoing System Set-up and Configuration <br />• Assisting with assigning cameras and registering docks <br />• Maintaining Agency’s Axon Evidence account <br />• Connecting Agency to “Early Access” programs for new devices <br />Account Maintenance <br />• Conducting on-site training on new features and devices for Agency leadership team(s) <br />• Thoroughly documenting issues and workflows and suggesting new workflows to improve the <br />effectiveness of the Axon program <br />• Conducting weekly meetings to cover current issues and program status <br />Data Analysis <br />• Providing on-demand Axon usage data to identify trends and insights for improving daily <br />workflows <br />• Comparing Agency's Axon usage and trends to peers to establish best practices <br />• Proactively monitoring the health of Axon equipment and coordinating returns when needed <br />Direct Support <br />• Providing on-site, tier 1 and tier 2 technical support for Axon devices <br />• Proactively monitoring the health of Axon equipment <br />• Creating and monitoring RMAs on-site <br />• Providing Axon app support <br />• Monitoring and testing new firmware and workflows before they are released to Agency’s <br />production environment <br />Agency Advocacy <br />• Coordinating bi-annual voice of customer meetings with Axon’s Device Management team <br />• Recording and tracking Agency feature requests and major bugs <br /> <br />3 Regional ASE Scope of Services <br />3.1 A Regional ASE will work on-site for 3 consecutive days per quarter. Agency must schedule <br />the on-site days at least 2 weeks in advance. The Regional ASE will also be available by <br />phone and email during regular business hours up to 8 hours per week. <br />3.2 There may be up to a 6-month waiting period before Axon assigns a Regional ASE to <br />Agency, depending upon the availability of a Regional ASE. <br />3.3 The purchase of Regional ASE Services includes 2 complimentary Axon Accelerate tickets <br />per year of the Agreement, so long as the ASE has started work at Agency and Agency is <br />current on all payments for the Regional ASE Service. <br /> <br />The Regional ASE service options are listed below: <br />          <br />