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Subscription Services Agreement v.10.18.18 <br />15 <br />2 Critical Failure - Critical process failure occurs <br />when a crucial element in the System that does <br />not prohibit continuance of basic operations is <br />not functioning and there is usually no suitable <br />work-around. Note that this may not be <br />applicable to intermittent problems. This level <br />is meant to represent a moderate issue that <br />limits a Customer’s normal use of the System, <br />Subsystem, Product or major non-critical <br />features. <br />Telephone conference <br />within 3 Business Hours <br />of initial voice <br />notification during <br />normal business hours <br />3 Non-Critical Failure - Non-Critical part or <br />component failure occurs when a System <br />component is not functioning, but the System <br />is still useable for its intended purpose, or <br />there is a reasonable workaround. This level is <br />meant to represent a minor issue that does not <br />preclude use of the System, Subsystem, <br />Product, or critical features. <br />Telephone conference <br />within 6 Business Hours <br />of initial notification <br />during normal business <br />hours <br />4 Inconvenience - An inconvenience occurs <br />when System causes a minor disruption in the <br />way tasks are performed but does not stop <br />workflow. This level is meant to represent very <br />minor issues, such as cosmetic issues, <br />documentation errors, general usage <br />questions, and product or System Update <br />requests. <br />Telephone conference <br />within 2 Standard <br />Business Days of initial <br />notification <br /> <br /> 6. MAINTENANCE <br /> <br />Scheduled maintenance of CommandCentral Solutions will be performed periodically. Motorola will make <br />commercially reasonable efforts to notify customers a week in advance. Unscheduled and emergency <br />maintenance may be required from time to time. Motorola will make commercially reasonable efforts to <br />notify customers of unscheduled or emergency maintenance 24 hours in advance. <br /> <br />7. DEVICES. If Customer elects Motorola’s service option for Devices, such service option will be <br />governed by the additional terms and conditions set forth below in this Section. <br />7.1. For Devices to be eligible for the Device as a Service (“DaaS”) offering the Devices must be on <br />the then current firmware version. The Capture Mobile Camera feature requires the latest version of the <br />Android or iOS operating system. Additionally, Customer’s Wi-Fi network must comply with the <br />requirements found below, Wi-Fi Network Requirements. If Customer’s Wi-Fi network does not comply <br />with these requirements Customer will be responsible for additional costs that may be incurred related to <br />bring the Wi-Fi network into compliance. <br />7.2. Smart Interface Device Refresh: Customers who have chosen a 5-year Term for the DaaS <br />offering will receive a new version of the Device 30 months from the start of the Term or as soon as a new <br />version is available. The new version Device must be in the same family as the previously selected <br />model. The refresh will only include the Device. Any carry holders, batteries or other accessories will not <br />be refreshed. The Devices being refreshed must be returned to Motorola within 60 days of the refreshed <br />devices being shipped. The customer will be invoiced for any devices not returned or returned damaged <br />or nonfunctional. Subject to Motorola’s receipt of all applicable fees for the 5-year service offering, on <br />expiration of the 5-year term title to any covered Devices will pass to Customer. <br /> <br />41