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Docusign Envelope ID:030D2B63-5582-4D40-91778-224202894BCB <br /> AX 0 N Master Services and Purchasing Agreement <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 I and Tier 2(As deflned Axon's Service Level Agreement)technical support forAxon j <br /> Devices <br /> Creating and monitoring RMAs remotely_ <br /> i ©ata 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 I <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 /> Version:24 <br /> Release Date:August 2025 Page 32 of 42 <br />