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.. ~1-"*-, ....'to ~i?xhraOni? IELECOM/CONVERGED SERVIC'ESELECrM · Order a connection from Customer's carrier of choice, where applicable, if Customer provides a letter of agency. · Asset forth in the applicable Service Plan, perform routine Support between 8:00 A.M. and 5:00 P.M., Monday through Friday; site local time, excluding NextiraOne holidays. If NextiraOne is unable to remotely correct a malfunction, NextiraOne shall dispatch a technician to the Customer site within twenty-four (24) hours of Customer's request for Support, except when such request is made on, or the day before,a weekend day or a NextiraOne holiday, in which case a technician will be dispatched on the next business day. · Under the Advantage Coverage Plan, if an Emergency outage exists and NextiraOne is unable to remotely correct the malfunction, NextiraOne shall dispatch a technician (or parts where applicable) to the Premises within two (2) hours of Customer's request for Support without regard to the time of day or the day of the week. · Perform preventive maintenance with respect to the System in accordance with and at such times as specified in the applicable manufacturer's specifications. · Provide remote services utilizing NextiraOne NMCfor all Equipment in the Customer Inventory Schedule. GENERAL CONDITIONS OF SERVICE · NextiraOne will perform Support service extending more than one-half (1/2) hour beyond the Service Period or performed entirely outside the Service Period only at Customer's request. Customer agrees to pay NextiraOne, at NextiraOne then current charges for remote and on-site services. NextiraOne will invoice, and Customer agrees to pay, a minimum one (1 ) hour charge for remote Support service and a minimum three (3) hour charge for on-site technician services with additional time billed in one (1) hour increments. · Support service for hardware shall consist of furnishing all parts and labor (where applicable) necessary to maintain the System in good operating condition during Customer's normal use. The replacement parts may be refurbished or contain refurbished materials. The failed equipment will become the property of NextiraOne and the replacement parts will become the property of the System's owner. · Support service for Software will include provision of all maintenance releases and patches to correct performance of the software; installation is included only if NextiraOne can install remotely. · Customer shall have access to the appropriate NextiraOne service group during the Service Period. · Stated response times are measured during Service Period hours and after a remote diagnosis determines that the failure is hardware related and requires field dispatch. · All parts delivery commitments are subject to manufacturer depot and NextiraOne depot deadlines for shipment requests. · Emergency remote technical support is available only when twenty percent (20%) or more of the stations and/or trunks or the attendant console at a single Customer site are out of service. · Service for Software will include provision of all Maintenance releases to correct performance of the Software. · Stated response times for on-site repairs are measured from the time a remote diagnosis determines that the failure is hardware-related. · In cases where Customer-provided remote access is not available, on-site dispatch will be billable at NextiraOne then-current rates if the problem could have been fixed remotely. · NextiraOne shall be the sole point of contact with regard to all Support. Customer shall reimburse NextiraOnean amount equal to charges NextiraOne incurs or pays as a result of Customer's requests to any third party for Support. Customer agrees to pay NextiraOne then-current rates for Support Advantage Select I Rev 3 Eflèctive 4/23/04