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uuluorgil cilvut9Pc lu, YUl4oozJ ooEc 44oA yAo4 4/qruuA/ 6ouu <br />in detail the process and <br />procedure of your customer seruie <br />program, if appli€ble. lnclude your <br />response-time capabilities and <br />commitm€nts, as well as any incentives that <br />help your provjdere meet your stated <br />goals or promises. <br />are ti6t rouled to the Tier'1 techni€l support team. Through tmubleshooting,€n resofue most €lls. tf at any point an issue n€eds to be escalated to a <br />following describes our levels of support available by tiem (based on lhe nature <br />critimlity of the issue): <br />TIER 1 TECHNICAL SUPPORT - GENEML HOW.TO QUESTIONS <br />' Frequenlly asked questions (FAQS) <br />The largeted response time for sritiGl problems is one business day- Axon's <br />Customer Seruice team resolved 89.78% of all inquiries and issues in under 24 hours <br />in Q3 of 2019. <br />resolution time (dep€nding on severity and potential workarounds) is <br />than 24 houE to less than two weeks. On averaqe, problem resolution <br />on the initial call or email 95.86% of the time in Q3 2019. Please note <br />resolution time may vary depending on circumstances. <br />Additionally, each team member is evaluated on their customor feedback score and <br />lhe number of €ses that remained unresolved aftet 24 houG. This assesses customer <br />saiisfaction and ensures that mss are handled in a <br />navigation <br />clarifi€tion <br />problems rendering the <br />testing and/or simulation <br />Critiel ot otprobleminoperableproductrecuring <br />workarou nds,fixes,bug <br />iargeted <br />lesbetween <br />reached <br />Calls <br />or a phone <br />comple$ty. <br />tiertechnical c€llthe be transfered ato 2mayimmediatelyTier support <br />number takenbe afor onmay€llback,mll volumedepending <br />tssue <br />3 ENGINEERING SUPPORT <br />Any Escalated issues from Tier 1 support <br />month- <br />manner. <br />Product <br />Feature <br />Standard queries <br />Assistane with known solutions <br />2 TECHNICAL SUPPORT <br />Advanced Product trouble shooting <br />Advanced Axon Evidence Configuration <br />29 ldenlify any geographic areas of the United <br />States or Canada lhat you will NOT be fully <br />serving lhrough the p.oposed mntract. <br />Axon is able to serue lhe entire United States and Canada through the proposed <br />mntuact. <br />30 ldenti& any Sourrewell Member sectoE <br />(i.e., govemment, education, not-for-pofit) <br />that you will NOT be tully seMng through <br />the proposed contract. Explain in detail. For <br />example, does your @mpany have only a <br />regional presence, or do other cooperative <br />purchasing contracts limit your ability to <br />promots another @ntract? <br />Axon will seryice all Sourcewell Member sectors covered by the proposed mntract. <br />Deflne any specitic conlract requiremenls or <br />restrictions that would apply to our <br />Membere in Hawaii and Ajaska and in US <br />Tedlories, <br />Axon does not have any specific mntract requirements or restictions that apply to <br />Members in Hawaii and Alaska. <br />Bid Number: RFP 010720 Vendor Name: Axon Enterprise, lnc,