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DocuSign Envelope ID:6238A53D-OA42-4044-8114-B0293B0548FF <br /> 2 Critical Failure - Critical process failure occurs Telephone conference <br /> when a crucial element in the System that does within 3 Business Hours <br /> not prohibit continuance of basic operations is of initial voice <br /> not functioning and there is usually no suitable notification during <br /> work-around. Note that this may not be normal business hours <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 /> 3 Non-Critical Failure - Non-Critical part or Telephone conference <br /> component failure occurs when a System within 6 Business Hours <br /> component is not functioning, but the System of initial notification <br /> is still useable for its intended purpose, or during normal business <br /> there is a reasonable workaround. This level is hours <br /> meant to represent a minor issue that does not <br /> preclude use of the System, Subsystem, <br /> Product, or critical features. <br /> 4 Inconvenience - An inconvenience occurs Telephone conference <br /> when System causes a minor disruption in the within 2 Standard <br /> way tasks are performed but does not stop Business Days of initial <br /> workflow. This level is meant to represent very notification <br /> minor issues, such as cosmetic issues, <br /> documentation errors, general usage <br /> questions, and product or System Update <br /> requests. <br /> 6. MAINTENANCE <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 /> 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 /> Subscription Services Agreement v.10.18.18 <br /> 15 <br />