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E. Accidents or casualty including without limitation fire, lightning, flood, earthquake, acts of God, war, riot, natural disaster damage, neglect, misuse, or any other use outside the manner described in the Equipment and Software specifications and/or specified in writing by Company. F. An act or event occurring external to the Equipment or Software which directly or indirectly causes a failure or malfunction in the Equipment or Software, including without limitation, failures or malfunctions of trunk lines or toll lines, cables, or other equipment connecting the Equipment to the telecommunications system of the operating telephone utility, abnormal environmental conditions (e.g. water inundation), or power fluctuations or failures which adversely affect the Equipment. G. Repair, maintenance, or increase in normal service time resulting from Customer's failure to provide a commercially reasonable Equipment environment as required in the Equipment specifications, or any other failure of Customer to fully perform its responsibilities under this S SA. H. Any other acts or events that may adversely affect the Equipment or Software's performance, occasioned by acts of Customer or any third party, or a third parry's use of the Equipment in combination with any other apparatus, device, or other system not supplied or approved for such use by Company. I. Any other service not required to keep the equipment in good operating condition for normal use including administrator, operator, and station user training. J. Diagnosing Customer's Telecommunication services/ WAN / LAN / VPN in conjunction with phone system outages including individual Remote VOIP Phones. IV. Conditions. A. Company's Responsibility: Company's responsibility with respect to the Support Services shall be limited to either (i) Customer's side of interconnect devices connecting the Equipment to the telephone system operated by the local telephone utility, or (ii) if no such interconnect devices exist, Customer's side of the point of connection between the Equipment and said local telephone system. B. Remote Access: Customer will enable PFI to access Customer's Software remotely via Internet connection for support purposes by providing an Internet connection and assisting PFI with remote connection as reasonably requested by PFI. C. Customer Contacts: Customer will designate at least one contact person per Customer work -shift and a backup in his or her absence (each a "Customer Contact"). Customer will identify the Customer Contacts to PFI upon execution of this Agreement and will notify PFI immediately of any change in the Customer Contacts. The Customer Contacts will request support and report all performance problems relating to Customer's equipment or software to PFI online, by telephone, or via e-mail. The Customer Contacts will act as a single point of contact between Customer and PFI with respect to all Support Services communications. The Support Services may be delayed or not available if the Customer Contacts do not assist PFI as reasonably requested or if PFI performance is otherwise delayed or prevented by Customer. D. Equipment and Software: Equipment and Software covered by this SSA shall be in good and maintainable operating condition as of the commencement date. Equipment (other than equipment newly purchased from the Company), is subject to commercially reasonable inspection by the Company in order to determine that such Equipment is in good and maintainable operating condition. Work determined necessary to bring such Equipment into good and maintainable condition must be completed prior to commencement of Support Services. T&M Work performed to upgrade the Equipment and Software into good and maintainable condition may be invoiced separately. At Customer's sole election, the Company shall perform any such necessary work at prevailing Company's T&M Rates. E. Documentation and Record Access: All relevant documentation and records needed to perform the Support Services on the Equipment, which may include information relating to the equipment, cable plant and relevant software shall be made available to Company for inspection prior to the commencement of Support Services. Work determined to be necessary to bring such records into good and usable condition must be completed prior to the commencement of Support Services under this SSA. At Customer's sole election, the Company shall perform any such necessary work at the prevailing Company's T&M Rates. F. Physical Access: Customer shall ensure that Company personnel have reasonable and immediate access to the equipment upon the arrival by Company personnel at Customer's site provided Company has provided Customer with sufficient advance written notice of start time, arrival time and completion times. Company will provide Customer with designated points of contact and make all arrangements for its support personnel to receive such notification. Customer shall make available to Company, at no charge, the use of any Customer owned/controlled Equipment, attachments, or features which are not covered under this SSA, but which are necessary for the performance of Support Services on the Equipment covered by this SSA. G. Unauthorized Work: Other than qualified employees of Customer, any Support Services performed on the Equipment by others without Company's written consent, may entitle Company to increase the charges for the Support Services hereunder to adjust for any increased costs resulting therefrom. In addition, if as a result, further PFI SSA Page 2 of 4 Rev, 4.30.2022