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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 49 of 49 <br />Account Maintenance <br />• Conducting remote training on new features and devices for Agency’s leadership <br />• Thoroughly documenting issues and workflows and suggesting new workflows to improve the <br />effectiveness of the Axon program <br />• Conducting weekly conference calls to cover current issues and program status <br />• Visiting Agency quarterly (up to 3 consecutive days) to perform a quarterly business review, <br />discuss Agency's goals for your Axon program, and continue to ensure a successful <br />deployment of Axon devices <br />Direct Support <br />• Providing remote, tier 1 and tier 2 technical support for Axon devices <br />• Creating and monitoring RMAs remotely <br />Data Analysis <br />• Providing quarterly Axon usage data to identify trends and program efficiency opportunities <br />• Comparing an 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 />Agency Advocacy <br />• Coordinating bi-yearly Voice of Agency meetings with Device Management team <br />• Recording and tracking Agency feature requests and major bugs <br /> <br />4 Out of Scope Services. The ASE is responsible to perform only the Services described in this <br />Appendix. Any additional Services discussed or im plied that are not defined explicitly in this <br />Appendix will be considered out of the scope. <br /> <br />5 ASE Leave Time. The ASE will be allowed up 7 days of sick leave and up to 15 days of vacation <br />time per each calendar year. The ASE will work with Agency to coordinate any time off and will <br />provide Agency with at least 2 weeks’ notice before utilizing any vacation days. <br /> <br />          <br />