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Service Offerings Agreement <br /> <br /> Title: Service Offerings Agreement <br /> Department: Legal <br /> Version: 1.0 <br /> Release Date: 6/9/2021 <br />Part 2 - Customer Support Response Statement <br />Axon has implemented Incident response policies and practices for Axon devices and Axon Cloud <br />Services, which follow industry best practice standards. Axon reserves the right to change the <br />terms of these response policies. <br />Definitions <br />• “Business Day” means Monday to Friday 08:00 – 17:30, excluding public holidays. <br />• “BOD” means the Board of Directors <br />• “Incident” means a fault related to an Axon product or Axon Cloud Services experienced by <br />the Customer. <br />• “Targeted Response Time” means the target timeframe for Axon to respond to Customer <br />and/or escalate the Incident within the “Axon Customer Support Solution”. <br />• “Targeted Resolution Time” means the target timeframe for the full resolution of the <br />Incident. It excludes time delays caused by Customer or third parties outside of Axon’s <br />reasonable control. <br />• “Workaround” means a method for overcoming an Incident allowing the Customer to <br />operate the core function of Axon devices and/or Axon Cloud Services. <br />Axon Support Channels <br />Axon Resource Centre: https://my.axon.com <br />Telephone: <br />US & Canada: 800-978-2737 <br />UK: +44 (0)1327 709 666 <br />Email: <br />UK: uksupport@axon.com <br />Germany: support-dach@axon.com <br />Rest of EMEA: customerservice@axon.com or support@axon.com <br /> <br />Docusign Envelope ID: 5172E467-F2D7-4419-8340-D908E46FECB3Docusign Envelope ID: B1798F31-93DB-4AB1-AC82-92BCF01B645C