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DocuSign Envelope lD: 55B85E9C-C664-43ED-90F6-98882715E28D DocuSign Envelope lD: 8047460F-BF1 D.4553-A887-86518835E0AD AAXCN Master Seruices and Purchasing Agreement 1 2 Axon Support Engineer Appendix Axon Support Engineer Payment. Axon will invoice for Axon Support Engineer ("ASE') services, as outlined in the Quote, when the Axon Support Engineer commences work on-site at Agency. Full-Time ASE Scope of Services. 2.1 A Full-Time ASE will work on-site four (4) days per week. 2.2 Agency's Axon sales representative and Axon's Agency Success team will work with Agency to define its support needs and ensure the Full-Time ASE has skills to align with those needs. There may be up to a 6-month waiting period before the Full-Time ASE can work on-site, depending upon Agency's needs and availability of a Full-Time ASE. 2.3 The purchase of Full-Time ASE Services includes 2 complimentary Axon Accelerate tickets per year of the Agreement, so long as the ASE has started work at Agency, and Agency is current on all payments for the Full-Time ASE Service. The Full-Time ASE Service options are listed below: Ongoing System Set-up and Configuration. Assisting with assigning cameras and registering docks. Maintaining Agency's Axon Evidence account : c.p-nngSling A9-9n9y !o "Early Access"programs for new devices Account Maintenance ' Conducting on-site training on new features and devices for Agency leadership team(s) ' Thoroughly documenting issues and worHlows and suggesting new workflows to improve the effectiveness of the Axon program. Conducti ng wgekly meetings to g-o-ver ggrrent issues and prggram status Data Analysis ' Providing on-demand Axon usage data to identify trends and insights for improving daily workflows ' Comparing Agency's Axon usage and trends to peers to establish best practices. Proactivelymonitorinq lfe hggttl of 4lol _qqyjplgnt qnd go-9r{!n91_ing returns when needed Direct Support. Providing on-sitg tier 1 and tier 2 technical support for Axon devices. Proactively monitoring the health of Axon equipment. Creating and monitoring RMfu on-site. Providing Axon app support ' Monitoring and testing new firmware and workflows before they are released to Agency's production environment Agency Advocacy ' Coordinating bi-annual voice of customer meetings with Axon's Device Management team. Recoq-ding q1d llgcking Agency featqre re-quests and major bugs 3 Regional ASE Scope of Services 3.1 A Regional ASE will work on-site for 3 consecutive days per quarter. Agency must schedule the on-site days at least 2 weeks in advance. The Regional ASE will also be available by phone and email during regular business hours up to 8 hours per week. 3.2 There may be up to a 6-month waiting period before Axon assigns a Regional ASE to Agenry, depending upon the availability of a Regional ASE. tiHe: Master services Department: Legal Version: 9.0 Release D ate | 4/ 17 /2020 ano Purcnasrng Agreement Detween Axon and Agency Page 31 of33