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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 />Escalation <br />Escalation <br />Level <br /> <br />Description <br /> <br />Escalation <br />Targeted <br />Response <br />Time <br />Targeted <br />Resolution <br />Time <br /> <br />Tier 1 <br />Basic technical or <br />commercial issues - <br />Non-time critical <br /> None Less than 6 hours Less than 1 business day <br /> <br />Tier 2 <br />Advanced technical <br />or commercial issues <br />- Non-time critical. <br /> BoD / Country Manager Less than 4 hours Less than 1 business day <br /> <br />Tier 3 Technical or <br />commercial issues - <br />Time critical <br />Country Manager to Axon BoD/Support Team <br /> Less than 2 hours Less than 1 business day <br /> <br />Exclusions <br />This Customer Support Response Statement does not apply to any unavailability, suspension, or <br />termination of the Service Offerings caused by all the exclusion events under Part 1 of this document, <br />nor to services or hardware not within Axon’s control. Hardware warranty will be dependent on <br />Customer’s specific agreement with Axon and levels covered. Please see Part 3 for “Return of <br />Merchandise Authorization”. <br /> <br />Docusign Envelope ID: 5172E467-F2D7-4419-8340-D908E46FECB3Docusign Envelope ID: B1798F31-93DB-4AB1-AC82-92BCF01B645C