Laserfiche WebLink
Master Services and Purchasing Agreement for Agency <br /> Title: Master Services and Purchasing Agreement between Axon and Agency <br /> Department: Legal <br /> Version: 19.0 <br /> Release Date: 8/18/2023 Page 32 of 40 <br />Axon Technical Account Manager Appendix <br />This Appendix applies if Axon Support Engineer services are included on the Quote. <br />1. Axon Technical Account Manager Payment. Axon will invoice for Axon Technical Account Manager ("TAM ") <br />services, as outlined in the Quote, when the TAM commences work on-site at Agency. <br />2. Full-Time TAM Scope of Services. <br />2.1. A Full-Time TAM will work on-site four (4) days per week, unless an alternate schedule or reporting location is <br />mutually agreed upon by Axon and Customer. <br />2.2. Agency’s Axon sales representative and Axon’s Agency Success team will work with Agency to define its <br />support needs and ensure the Full-Time TAM has skills to align with those needs. There may be up to a six- <br />(6-) month waiting period before the Full-Time TAM can work on-site, depending upon Agency’s needs and <br />availability of a Full-Time TAM . <br />2.3. The purchase of Full-Time TAM Services includes two (2) complimentary Axon Accelerate tickets per year of <br />the Agreement, so long as the TAM has started work at Agency, and Agency is current on all payments for the <br />Full-Time TAM Service. <br />2.4. The Full-Time TAM 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 effectiveness of <br />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 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 (as defined in Axon's Service Level Agreement) technical support for Axon <br />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 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 />3. Regional TAM Scope of Services <br />3.1. A Regional TAM will work on-site for three (3) consecutive days per quarter. Agency must schedule the on- <br />site days at least two (2) weeks in advance. The Regional TAM will also be available by phone and email <br />during regular business hours up to eight (8) hours per week. <br />3.2. There may be up to a six- (6-) month waiting period before Axon assigns a Regional TAM to Agency, <br />depending upon the availability of a Regional TAM . <br />3.3. The purchase of Regional TAM Services includes two (2) complimentary Axon Accelerate tickets per year of <br />the Agreement, so long as the TAM has started work at Agency and Agency is current on all payments for the <br />Regional TAM Service. <br />3.4. The Regional TAM service options are listed below: