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ZOLL Data Systems, Inc. Sales Order #: MASTER SOFTWARE LICENSE AGREEMENT Exhibit A - MAINTENANCE SERVICES 1. Definitions. Capitalized terms used but not defined in the MSLA shall have the meanings set forth in this Section 1: 1.1 "Designated Interface" shall mean the contact person or group designated by Customer and agreed to by ZOLL who will coordinate all Maintenance Services requests by Customer. 1.2 "Error" shall mean a reproducible defect in the Supported Program when operated on a Supported Environment, which causes the Supported Program not to operate substantially in accordance with the Documentation. 1.3 "Resolution" shall mean a modification or workaround to the Supported Program and /or Documentation and /or other information provided by ZDS to Customer intended to resolve an Error. 1.4 "Emergency Support Hours" shall mean 24 hours a day, 7 days a week. 1.5 "Business Hours" shall mean 6 a.m. to 6 p.m., Monday to Friday (Mountain Time). 1.6 "Supported Environment" shall mean any hardware and operating system platform which ZOLL supports for use with the Supported Program. 1.7 "Supported Program" shall mean the current version of the Software, for which Customer has paid the then - current Maintenance Fees. 1.8 "Update" means a subsequent release of the Software which ZOLL generally makes available for Software licensees at no additional license fee other than shipping and handling charges, provided Customer has paid the Maintenance Fees for such licenses for the relevant time period. Update shall not include any release, option or future product which ZOLL licenses separately. 2. Maintenance Services Provided. 2.1 Telephone Support. (a) Emergency Support. ZOLL will provide telephone support to the Designated Interface during the Emergency Support Hours to address Errors that prevent Customer from using the RescueNet Dispatch program for a purpose for which the user has an immediate need (e.g., all users unable to login to the system constitutes an emergency versus a single user's inability to login, which does not constitute an emergency because there is an acceptable workaround available, logging in under a different account). (b) Technical Support. ZOLL will provide telephone support to the Designated Interface during the Business Hours to address all other Errors relating to Software. Such telephone support will include the following: (i) Clarification of functions and features of the Supported Program; (ii) Clarification of the Documentation; (iii) Guidance in operation of the Supported Program; (iv) Assistance in identifying and verifying the causes of suspected Errors in the Supported Program; and (v) Advice on bypassing identified Errors in the Supported Program, if reasonably possible. ZOLL shall use commercially reasonable efforts to provide a Resolution to the Supported Program. ZOLL will acknowledge each Customer report of an Error by written acknowledgment, in electronic form, setting forth a Service Request number (SR #) for use by Customer and ZOLL in all correspondence relating to such Error to track the Error until it is resolved. 2.2 Travel and Other Expenses. Maintenance Services provided hereunder shall be provided at ZOLL's principal place of business, or at Customer's location at ZOLL's expense, as determined in ZOLL's sole discretion. Should Customer request that ZOLL send personnel to Customer's location to resolve any Error in the Supported Program, ZOLL may charge Customer for reasonable travel, meals and lodging expenses. Under such circumstances, ZOLL may also charge Customer for actual costs for supplies and other expenses reasonably incurred by ZOLL, which are not of the sort normally provided or covered by ZOLL, provided that Customer has approved in advance the purchase of such supplies and other expenses. If Customer so requires, ZOLL shall submit written evidence of each expenditure to Customer prior to receiving reimbursement of such costs and expenses. 2.3 Exceptions. ZOLL shall have no responsibility under this MSLA to fix any Errors arising out of or related to the following causes: (a)Customer's modification or combination of the Supported Program (in whole or in part), (b)use of the Supported Program in an environment other than a Supported Environment; or (c)accident; unusual physical, electrical or electromagnetic stress; neglect; misuse; failure or fluctuation of electric power, air conditioning or humidity control; failure of media not furnished by ZOLL; excessive heating; fire and smoke damage; operation of the Supported Program with other media and hardware, software or telecommunication interfaces not meeting or not maintained in accordance with the manufacturer's specifications; or causes other than ordinary use. Any corrections performed by ZOLL for such Errors shall be made, in ZOLL's reasonable discretion, at ZOLL's then - current time and material charges. 3. Updates. ZOLL will provide Updates for the Supported Programs as and when developed for general release in ZOLL's sole discretion. Each Update will consist of a set of programs and files made available on machine - readable media and will be accompanied by Documentation adequate to inform Customer of the problems resolved and any significant operational differences resulting from installing the Update. Unless otherwise agreed by the parties, Customer will be solely responsible for the installation of any Updates in accordance with the Documentation and the installation instructions provided by ZOLL to Customer. If Customer requests the ZOLL install updates, such Services shall be subject to a SOW executed by the parties. 4. Customer Responsibilities. 4.1 Designated Interface. Only individuals who have been trained with respect to the Supported Programs shall serve as the Designated Interface with ZDS for the Maintenance Services provided hereunder. 4.2 Access to Personnel and Equipment. Customer shall provide ZOLL with access to Customer's personnel and its equipment during Support Hours. This access must include the ability to remotely access the equipment on which the Supported Programs are operating and to obtain the same access to the equipment as those of Customer's employees having the highest privilege or clearance level. ZOLL will inform Customer of the specifications of the remote access methods available and associated software needed, and Customer will be responsible for the costs and use of said equipment. Page 6 of 7 Customer Initials: