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0 wachter wachter.com I City of Santa Ana Pricing in this Agreement shall remain in effect for one calendar year from the "Effective Date" listed above. If a new Agreement is not negotiated with City of Santa Ana prior to the expiration date, the pricing terms of this Agreement shall survive and continue in full force until a new Agreement is executed. Definitions • "Electrical" shall mean any work involving medium or high voltage power lines, as defined by the National Electric Code. • "LAN" shall mean Local Area Network. • "WAN" shall be mean Wide Area Network. • "MAC shall mean Moves, Adds and Changes. • "Normal Business Hours" shall mean Monday through Friday, 8:00 a.m. to 5:00 p.m. local time • "Per -Diem" shall mean charges to client for technician lodging & meal expenses for client required overnight stays. • "SPOC" shall mean Single Point of Contact. • "Sr shall mean Straight Time Hourly Labor Rate. • "or shall mean Overtime Hourly Labor Rate. • "T&M" shall mean Time & Materials. • 'ticket" shall mean a single billable work order request for either service or MAC work. Service Level Priorities • Priority Codes: o Priority I" (PI) shall require a Choose an item. onsite response. o "Priority 2" (P2) shall require o Choose an item. onsite response. o "Priority 3" (P3) shall require a Choose an item. onsite response. o Priority 4" (P4) shall require o Choose an item. onsite response. o 'Priority 5" (PS) shall require a Choose an item. onsite response. • Priority Definitions: o Onsite responses within the some day, is typically a problem or outage affecting core services. • Currently, Wachter cannot guarantee same day onsite response times for many areas; and as such, Wachter will provide best effort to be onsite within the same day, but will invoice based on the response time met. o Onsite response within one or two days, is typically a problem or outage affecting secondary services. o Onsite response within three or more days, is typically a MAC request, or a low level issue affecting non - necessary equipment. o A specific list of problems and outages, and their priorities shall be defined as part of the program kick- off procedures. o Wachter commits to perform at a level of 95% or greater for onsite response time compliance. • Compliance is measured as a whole, and not per priority level. • If Wachter cannot meet the onsite response requested, the invoice will reflect the actual response time met, and not the response time requested. • Compliance commitment applies to continental US only. 1/1/2021 — Proposal M 68649 v1 for City of Santa Ana — SARTC VSS Service SLA