Laserfiche WebLink
<br />Master Services and Purchasing Agreement <br /> <br />Version: 24 <br />Release Date: August 2025 Page 32 of 42 <br />Account Maintenance <br />Conducting remote training on new features and devices for Customer’s leadership <br />Thoroughly documenting issues and workflows and suggesting new workflows to improve the effectiveness of <br />the Axon program <br />Conducting weekly conference calls to cover current issues and program status <br />Visiting Customer quarterly (up to 3 consecutive days) to perform a quarterly business review, discuss Customer's <br />goals for your Axon program, and continue to ensure a successful deployment of Axon Devices <br />Direct Support <br />Providing remote, Tier 1 and Tier 2 (As defined Axon's Service Level Agreement) technical support for Axon <br />Devices <br />Creating and monitoring RMAs remotely <br />Data Analysis <br />Providing quarterly Axon usage data to identify trends and program efficiency opportunities <br />Comparing Customer's Axon usage and trends to peers to establish best practices <br />Proactively monitoring the health of Axon equipment and coordinating returns when needed <br />Customer Advocacy <br />Coordinating bi-yearly Voice of Customer meetings with Device Management team <br />Recording and tracking Customer feature requests and major bugs <br /> <br />4. Out of Scope Services. The TAM is responsible to perform only the Services described in this Appendix. Any <br />additional Services discussed or implied that are not defined explicitly in this Appendix will be considered out of the <br />scope. <br />5. TAM Leave Time. The TAM will be allowed up to seven (7) days of sick leave and up to fifteen (15) days of vacation <br />time per each calendar year. The TAM will work with Customer to coordinate any time off and will provide Customer <br />with at least two (2) weeks’ notice before utilizing any vacation days. <br />154