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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 />Incident Classifications and Response Times <br />Incident <br />Classification <br /> <br />Description <br />Targeted <br />Response <br />Time <br />Targeted <br />Resolution <br />Time <br />Customer Response <br />Commitment <br /> <br /> <br />Severity 1 <br />- Business critical function is down - Material impact to Customer's business - No Workaround exists <br /> <br /> Less than 1 hour <br /> <br /> Less than 24 hours <br />Customer shall remain accessible by phone for troubleshooting from the time a Severity 1 issue is logged until such time as it is resolved. <br /> <br /> <br /> <br /> <br /> <br />Severity 2 <br />- Business critical function is impaired or degraded - There are time- sensitive issues that materially impact ongoing production - Workaround exists, but it is only temporary <br /> <br /> <br /> <br /> 1 Business Day <br /> <br /> <br /> <br /> Less than 2 weeks <br /> <br /> Customer shall remain accessible by phone or other electronic means for troubleshooting from the time a Severity 2 issue is logged until such time as it is resolved. <br /> <br /> <br /> <br />Severity 3 <br />- Non-critical function down or impaired - Does not have significant current production impact - Performance is degraded <br /> <br /> 1 Business Day <br /> Mutually agreed timeframe based on prioritization <br /> <br /> <br />For Customers with 4 levels of Incident classification such as Critical, High, Medium and Low, <br />Axon will recognize this and will consider the two highest categories as “Severity 1”. For example: <br />Critical and High would be classed as a “Severity 1” Incident and managed accordingly. <br />Severity Level Determination <br />Customer shall reasonably self-diagnose each Incident and recommend to Axon an appropriate <br />severity level designation. Axon shall validate your severity level designation or notify you of a <br />proposed change to a higher or lower level with justification for the proposal. In the event of a <br />conflict regarding the appropriate severity level designation, each party shall promptly escalate <br />such conflict to its management team for resolution through consultation between the parties’ <br />management, during which time the parties shall continue to handle the Incident support in <br />accordance with Axon’s severity level designation. In the rare case a conflict requires a <br />management discussion, both parties shall be available within one hour of the escalation. <br /> <br />Docusign Envelope ID: 5172E467-F2D7-4419-8340-D908E46FECB3Docusign Envelope ID: B1798F31-93DB-4AB1-AC82-92BCF01B645C