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Delerrok Confidential Page 11 of 21 <br />F. “Support Exclusions” are those items that Delerrok is not responsible for <br />providing support hereunder for failures to the extent caused by: (a) <br />AGENCY or third party supplied infrastructure or internet, TouchPass <br />Card communications or network failures; (b) modifications to the <br />Equipment or the TouchPass Hosted Services not authorized in writing <br />by Delerrok; (c) use of the Equipment or the TouchPass Hosted Services <br />in combination with other products not intended to be so combined, or <br />otherwise not specifically authorized in writing by Delerrok; (d) use in <br />violation of the Agreement or its Exhibits; (e) Force Majeure events; or <br />(h) use of the Equipment or the TouchPass Hosted Services in a manner <br />inconsistent with the Documentation. <br />ii. Equipment Support. Delerrok shall provide the following Equipment <br />maintenance and support services: <br />A. Reader Warranty. Delerrok will implement a Reader Return <br />Authorization (“RRA”) process enabling AGENCY to receive <br />authorization to ship failed or defective Readers to Delerrok for <br />inspection. <br />B. For loaned Readers, the Reader Warranty Period shall be for the duration <br />of the loan (“Reader Warranty Period”). During the Reader Warranty <br />Period, Delerrok will repair and/or replace failed or defective Readers <br />per the above-mentioned RRA Process. The following additional <br />provisions shall apply to the Reader Warranty: <br />a. Warranty is not applicable to Readers exhibiting damage outside <br />of normal wear and tear, alteration, misuse or abuse <br />b. Delerrok responsibilities: <br />i. Provide RRA support via phone <br />ii. Provide return authorization to AGENCY under the <br />RRA process <br />iii. Ship repaired or replacement Readers to AGENCY at <br />Delerrok expense <br />c. AGENCY responsibilities: <br />i. Install, operate and maintain the Readers in accordance <br />with Delerrok provided instructions <br />ii. Complete troubleshooting procedures <br />iii. Complete RRA process <br />iv. Properly package returned Readers <br />v. Ship Readers to Delerrok, with completed RRA Form, at <br />AGENCY’s expense <br />vi. Install repaired/replacement Readers <br />vii. Assign of Readers to vehicles using the AMS <br />d. Any replaced or repaired reader shall be subject to the original <br />Reader Warranty, including the original Reader Warranty <br />Period, of the Reader replaced or repaired. <br />C. Out-of-Warranty Reader Replacement. Where failed Readers exhibit <br />damage outside of normal wear and tear, making them ineligible for <br />warranty repair or replacement, AGENCY may elect to purchase a <br />replacement for the price described below (“Out-of-Warranty Reader <br />Replacement Fee”). <br />D. Phone Support. Beginning on the Launch Date, Delerrok shall provide <br />technical support via phone to authorized AGENCY callers to assist with <br />troubleshooting of installation, configuration, and operational problems <br />of covered Equipment Monday to Friday, from 9:00am to 6:00pm Pacific <br />Time (excluding North American holidays). <br />DocuSign Envelope ID: 000FC59A-58C3-40A5-B7DA-3677E8179B51