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) 07- /zz - NEC NEC Unified Solutions, Inc. ORNM ATTACHMENT PARTS AND LABOR COVERAGE Customer Number: 101114 Contract Number: This Parts and Labor attachment ("Attachment") supplements the Master Purchase Agreement ("Agreement"), between NEC Unified Solutions, Inc., a Nevada Corporation having its principal place of business at 6535 N. State Highway 161 , Irving, Texas 75039 ("NEC"), and Indian River County - Courthouse ("Customer"), having its principal place of business at 1840 25u4 Street, Vero Beach, FL 32960. All terms of the Agreement apply to this Attachment; however, to the extent that any provision of this Attachment directly conflicts with the Agreement, the provision of this Attachment shall be deemed to have the controlling provision. NEC agrees to provide PARTS and LABOR COVERAGE for the hardware equipment ("Equipment") listed in the Schedule of Maintenance Coverage (collectively, such Equipment and software is referred to as the "System"), installed at 2000 16`s Avenue, Vero Beach, FL 32960 (the "Premises"), as set forth below. 1 . COVERAGE TERMS (a) Definitions: 1 ) Principal Period of Maintenance ("PPM") The days and hours of the days when service is delivered to Customer 2) Service Level Agreement ("SLA") The cumulative time in which NEC will make best commercial reasonable effort to respond to (Response Time) Customer's reported maintenance incident. 3) Response Time Response Time is measured according to the PPM. If PPM is less than 24 hours per day, 7 days a week, then Response Time is measure within that PPM. Response Time begins upon receiving maintenance service request, and verification of problem found and dispatch or remote labor required to affect repairs. 4) Major System Failure A general inability of the PBX system to receive incoming or originate outgoing calls, or a majority of either the Central Office trunks or Tie trunks are inoperable, or more than 25% of either the stations or terminals are inoperable. 5) Time and Materials (T&M) Rates In the absence of other contractual agreement, T&M is the prevailing local dispatch labor rate, plus list price of materials required to affect repairs. Onsite hours require a 3-hr minimum per request and include one-way travel. (b) Maintenance Services: NEC shall, during the contract period, furnish all parts and services necessary to maintain the system in good working order, or provide such other coverage as specified in Schedule A. Any replacement parts may be either new or refurbished but equivalent to new in operation. Parts will be furnished on an exchange basis, and any parts removed shall become the property of NEC. NEC shall dispatch service personnel to the Premises to perform necessary repairs, unless NEC is able to perform repairs from a remote location. NEC shall conduct remote diagnostic testing, when applicable. Any service specifically requested by Customer outside Standard PPM is billable at the then prevailing After-hours or Holiday time and materials rates, respectively, according to holidays observed by NEC, and on-site hours require a 3-hour minimum per request which includes one- way travel. After hours is one and one-half times the T&M rate, and Holiday is twice the T&M rate. The requested service level is selected below- 0 Standard service only: PPM is 9x5 (Monday through Friday, excluding holidays observed by NEC, from 8 AM to 5 PM Customer local time zone). SLA is next business day following the request for routine maintenance service. However, NEC wil I make best commercially reasonable efforts to respond to major system failure within four hours as requested. ❑ Premium Service: PPM is 240, and SLA is 4-hour response time to maintenance incidents of Major System Failure, and next business day response to routine incidents as required. (c) Non-Covered Service: NEC will attempt to respond to all requests for service. If service is required outside NEC 's service hours, labor for such non-covered service calls will be chargeable to Customer in accordance with NEC' s local prevailing hourly labor rates, and on-site hours require a 3-hour minimum per request which includes one-way travel. Rev. 12/06/04 Pagel of 4