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DocuSign Envelope lD: 55885E9C-C664-43ED-90F6-9888271 5E28D AAXON 1 2 Master Services and Purchasing Agreement Axon Support Engineer Appendix Axon Suooort Enoineer Pavment. 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 w1h 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-TimeASE 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 ani Configuration. Assisting with assigning cameras and registering docks. Maintaining Agency's Axon Evidence account 9p"-n.ngqljng Agency to "Early Accgss" program.s for new devices Account Maintenance ' Conducting on-site training on new features and devices for Agency leadership team(s) ' Thoroughly documenting issues and workflows and suggesting new workflows to improve the effectiveness of the Axon program. Conducting weekly meetings to cover current issues and program 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 ' Proactlvely monitoring the health of Axon equipment and coordinating returns when needed Direct Support. Providing on-site, tier 1 and tier 2 technical support for Axon devices. Proactively monitoring the health of Axon equipment. Creating and monitoring RMAs 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 bLannual voice of customer meetings with Axon's Device Management team. Recording and tracking Agency feature requests and major bugs Beoional ASE Scone of Services3.1 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 avaibbb 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 Agency, depending upon the availability of a Regional ASE.3.3 The purchase of Regional 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 Regional ASE Service. The RegionalASE seryice options are listed below: 3 Tiile: Master Department: Legal servtces ano Purcnaslng Agreement Version:12.0 Release Date : 12/ LB / 2020 oetween Axon ano Agency Page 48 of 49