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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 33 of 40 <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 effectiveness of <br />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, discuss Agency's goals <br />for your Axon program, and continue to ensure a successful deployment of Axon Devices <br />Direct Support <br />Providing remote, Tier 1 and Tier 2 (As defined Axon's Service Level Agreement) technical support for Axon <br />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 />4. Out of Scope Services. The TAM is responsible to perform only the Services described in this Appendix. Any <br />additional Services discussed or implied that are not defined explicitly in this Appendix will be considered out of the <br />scope. <br />5. TAM Leave Time. The TAM will be allowed up seven (7) days of sick leave and up to fifteen (15) days of vacation <br />time per each calendar year. The TAM will work with Agency to coordinate any time off and will provide Agency with <br />at least two (2) weeks’ notice before utilizing any vacation days. <br />