Res 2014-005/Approving a telephone hardware and software master purchase and maintenance agreement w/Norstan Communications dba Black Box Network services

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EXHIBIT C WARRANTY SERVICES POLICY This Exhibit describes our Warranty Services Policy for the Products which you ordered on a Schedule A to the Master Agreement for Products and Services which references this Exhibit. The terms, conditions and features for such Warranty Services, which include any Service Plans referenced on a Schedule A, may vary depending on the location where the Service is provided, and we will notify you if this occurs. 1.. WARRANTY PERIOD The warranty period applicable to Products purchased by you from us shall be noted on Schedule A; except, however, Product Upgrades or MAC performed by us during the warranty period of a Product will be warranted on the same terms as, and coterminous with, the remaining term of the Warranty Services Policy for the Product, or for a period of ninety (90) days, whichever is greater. The warranty period shall commence on the originally scheduled Installation Date regardless of customer delays. In the event of a Black Box caused delay, the warranty period shall commence on the rescheduled installation date. 2. COVERAGE HOUR Coverage Hours are from 8:00 a.m. to 5:00 p.m., Monday through Friday excluding our recognized holidays, unless otherwise noted on Schedule A. 3. BLACK BOX RESPONSIBILITIES We will perform and respond to all calls for Corrective Maintenance placed during Coverage Hours in accordance with the applicable Service Plan(s) referenced on the Schedule A. Warranty Services may be performed on -site or from a remote location as determined by us. We will provide new parts or like -new parts necessary to repair the Products. All replaced defective parts will become our property. Tools, test equipment and maintenance materials necessary for performance of Warranty Services will be provided by us. We will notify you of any Product(s) that has only a manufacturer support or return warranty. In such case, a copy of the applicable warranty or support procedure will either be supplied with each purchased unit or is available on request, and such procedure shall supersede the other provisions of this Warranty Services Policy. Our obligations are subject to manufacturer's discontinuation of Product(s) and /or Services. In such event, we agree to meet with you to discuss alternative solutions and pricing which may include, but are not limited to, alternative products, T&M maintenance or upgrades. We will change the maintenance level passwords in accordance with our established security policy. These passwords are for the use of our maintenance personnel. We may provide this password to the manufacturer of the Product for escalated technical support from the manufacturer. Black Box's security policy is available upon request. Black Box reserves the right to modify its security policy without notice to you. Black Box is not responsible for the back up, or security, of Customer's information system(s). If you elect to complete manufacturer certification, we will create a system administration password for your use to perform agreed upon tasks with the database configuration as outlined within our security policy. Except as noted herein, the parties agree not to disclose these passwords without obtaining the prior written consent of the other party. Black Box's services shall be provided in accordance with Black Box's standard practices, including but not limited to the implementation and utilization of remote access. Variations from Black Box's standards requested by the Customer may be subject to an additional charge. Black Box shall provide prior notice to the Customer of any additional charges under this section which shall be mutually agreed to by the parties. 4. CUSTOMER RESPONSIBILITIES You shall designate one individual and an alternate to be responsible for coordinating and reporting service calls to us and for assisting us in identifying and /or isolating problems as reasonably requested by us. You agree to permit or arrange for access to the Premises for our service personnel and to provide remote access to the Products for troubleshooting purposes. In addition, you agree to provide space at or near the Products for storage of miscellaneous pieces, parts and drawings, and to furnish adequate utilities and building services as reasonably required by us at your expense. If requested by Black Box, Customer agrees to implement, install and update Software Owner recommended virus protection software, policies and procedures. For Convergence and Voice Products, you will be responsible, if requested by us, to provide an up -to -date directory listing for all telephones indicating extension number, name of employees, functional title, and location. For CTI /IDN Products, you shall provide a Black Box - approved power conditioner to support the contracted network server and other critical components. It is your responsibility to maintain backup media, systems and procedures sufficient to meet your internal restoration time requirements. In the event of your default under this Warranty Services Policy or the applicable Schedule A, and, in addition to our other remedies, we may immediately cease performance. ENVIRONMENTAL CONDITIONS Black Box Telephone Hardware and Software Master Purchase and Maintenance Agreement 2013 26