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ALERti SUPPORT Warranty repairs and support can be arranged by calling (800) 336-8475 between the hours of 8:00 a.m. and 8:00 p.m. EST or via e-mail at DESSUPPORT.MVI(c�l-3com.com (a valid warranty or extended maintenance agreement is required to receive technical support) where a ticket number will be designated and the issue assigned to a member of the support team An authorized point-of-contact name and phone number will also be needed in case follow-up information is required. L-3 Mobile-Vision provides on-line diagnosis and support for our Back Office video management systems. Most service requests can be handled through this remote method. If the problem is determined to be related to any of the L-3 Mobile-Vision provided hardware, then L-3 Mobile-Vision will coordinate the service with the appropriate hardware provider and facilitate the fix or replacement. Should an agency not be able to, or prefers not to provide the support necessary for our technicians to repair the equipment remotely, onsite service may be required. L-3 Mobile-Vision does not guarantee a specific response time if onsite service is required. Your organization will be responsible for the cost of onsite service calls performed by L-3 Mobile-Vision. Please note: We will attempt to contact your representative (3) times, If we do not hear from your representative 24 hours after we place the 3rd call, the issue will be deemed resolved and we will close the ticket. Note: Some component parts are specifically designed for customer removal and replacement. If during troubleshooting the L-3 Mobile-Vision support engineer determines that a repair can be accomplished with such a part or component, L-3 Mobile-Vision will ship the component part directly to the customer. Unless otherwise noted, service parts will be shipped via ground freight service. Service Level Objective: While L-3 Mobile-Vision does not guarantee resolution time, we strive to resolve all cases in a fast and efficient manner to ensure customer satisfaction. Non-critical issues will be acknowledged within 1 business hour, Monday-Friday only, excluding holidays. Resolution will begin within 24 hours followed by on-going daily status updates until resolution is confirmed with the POC. Critical Support issues (Priority 1) will be acknowledged within 1 business hour. Resolution will begin within 4 business hours followed by ongoing daily status updates until the resolution is confirmed with the POC. After- hours requests for critical support will be handled in the same manner. However, response will start within 4 hours of the call. After hours/Holiday/Weekend support: If the request for a support call is made outside the aforementioned normal hours, a callback will be made no later than the next business day. If you have a Priority 1 issue, you will need to state the issue and severity in your e-mail or voicemail. Your issue will be escalated to the on-call Technical Support Engineer and will be addressed within (4) hours. Support Classifications Priority 3 — Product feature and/or administration questions. Low severity. Priority 2 — Minor feature/product failure, convenient workaround exists. This may require servicing or repair of one or more components. If service or repair is required, we will issue an RMA number and instruct your representative to return the defective components to us or a designated service center or third party provider. Advance replacement of components will be at the discretion of L-3 Mobile-Vision. Priority 1 - Product or major feature failure or data corruption. The system is not operational or useable by your organization. Resolution times may vary depending on the nature of the problem and your representative's availability. We will continue to provide updates until the ticket is closed 29 1 L-3 Mobile-Vision