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.¡~\~ n&?xhraOne · (ELECOM/CONVERGED SERVICeSELECrM · The alarm engineer accesses the system and attempts to restore service by performing remote diagnostics. · Simultaneously, the alarm engineer may telephone the switch room to find out if someone is working on the system and inadvertently causing the alarm. · If there is no response from the switch room, the alarm engineer continues to attempt to resolve the problem remotely. · Alarms that cannot be cleared remotely are handled according to prearranged procedures and/or contract terms. SERVICES NOT INCLUDED The following services are excluded from service and NextiraOne shall bill for such services at its then-current rates: · Customer requests for on-site response where the problem is found to be carrier-related or otherwise not related to the Service Plan or Support. · Problems resulting from Equipment not covered under Support or under a separate warranty or support arrangement between Customer and NextiraOne; · Immediate (preemptive). on-site dispatch without NextiraOne remote technical support and remote diagnostics. · Correction of problems existing at the time Support takes effect, unless the covered Equipment and Software were supported by NextiraOne under a support or under warranty service agreement immediately preceding the effective date of the applicable Service Plan, and the problem is not otherwise excluded from coverage. NextiraOne reserves the right to invoice Customer at its then- current rates for correction of such problems during the first sixty (60) days after the Service Plan takes effect. · Voice application problems requiring repair or reprogramming emanating from equipment not covered under Support. · Voice application problems directly related to Customer network issues and Customer's a NextiraOne warranty or Service Plan does not cover network. · Software-based telephone problems due to user PC configuration or third party program compatibility issues. · Reprogramming requests due to Customer's failure to backup files. · The software support provided does not cover Systems that have been corrupted or rendered inoperative by computer virus, system crashes, power issues, hard disk failures or any other PC or network problems including modems. · Repair of damage attributable to external factors including, without limitation, failure or fluctuations of electrical power or air conditioning, fire, flood, water, wind, lightning or neglect unless Customer has coverage under a Lightning Protection Plan. · System problems caused by inadequate electrical power, air conditioning or humidity control. · Installation or relocation of Equipment. · Delays or repeated on-site calls caused by inaccessibility of Equipment, site, and/or Customer representative. · Reconfiguration. · Reprogramming. · Electrical work external to the Equipment. · Customer-elected engineering or firmware changes that are not deemed mandatory by NextiraOne. · On-site installation of Software maintenance releases. Advantage Seleçt I Rev 3 Elreçtive 4/23i04