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SERVICE PLAN DESCRIPTION <br /> Verizon Voice Maintenance <br /> 8x5 and 24x7 Switch Only Service <br /> 8x5 and 24x7 Switch&Proprietary Phones Service <br /> 8x5 Switch&Phones Service <br /> Overview of Service: <br /> Verizon's 8x5 and 24x7 Switch Only,8x5 and 24x7 Switch&Proprietary Phones,and 8x5 Switch&Phones Service("VM <br /> Service")covers the System,begins on the In-Service date and remains in effect as defined in the Agreement. <br /> 8x5 and 24x7 Switch Only Service: provides coverage for equipment attached to the PBX cabinet(s)—excluding all phones. <br /> 8x5 and 24x7 Switch&Proprietary Phones Service: provides coverage for proprietary phones attached to the PBX cabinet(s). <br /> 8x5 Switch&Phones Service: provides coverage for all proprietary and single line phones attached to the PBX cabinet(s). <br /> Voice-mail(including voice mail internal to the PBX cabinet)or other ancillary equipment that is part of Customer's voice <br /> network are not covered under the above plans,but are applicable for coverage under other Voice Maintenance service plans. <br /> Service Deliverables: <br /> Verizon will provide to Customer the following deliverables as part of the VM Service: <br /> NOTE: The Service Deliverables are based upon Customer's location being within fifty(50)miles of a Verizon service center. <br /> Verizon reserves the right to charge its then prevailing labor rate for travel to Customer locations that are greater than fifty(50) <br /> miles of a Verizon service center. <br /> 1. Hours of Coverage: <br /> a. 8x5 VM Service plans provide labor and material repair or replacement coverage for minor and major System failures <br /> from 8:00 a.m.to 5:00p.m.(7:30 a.m.to 4:15 p.m. in Hawaii),local time,Monday through Friday("Office Hours"), <br /> excluding Verizon-observed holidays. <br /> b. 24x7 VM Service plans provide labor and material repair or replacement coverage for major System failures,7 days a <br /> week 24 hours a day,including holidays. Labor and material repair or replacement coverage for minor System failures is <br /> provided during Office Hours: -- <br /> 2. Move,Add,and Change services(MAC),both remote and on-site,will be provided at Verizon's then prevailing time and <br /> material rate. - <br /> NOTE: Remote MAC includes those changes that can be made using the Site Event Buffer to access the switch and make <br /> necessary:changes. Not allrequests can .remotely__Those requests that can not be completed remotely will <br /> require an On-Site Technician. A minimum one-hour trip charge will apply for those MACs,which require an on-site <br /> technician. <br /> 3. Alarm Monitoring VM Service provides:system alarm-monitoring for-that-equipmentwhich has monitoring capability.-._ <br /> NOTE: 8x5 VM Services provides monitoring during Office Hours. 24x7 VM Service provides monitoring 7 days a week <br /> and 24 hours a day. <br /> .... .._ <br /> 4. Remedial software maintenance. VM Service provides software patches that have been identified by Verizon as necessary <br /> during trouble resolution,as provided from the manufacturer. This does not include software upgrades. -_ - <br /> 5. VM Service covers the PBX cabinet(s)and components internal to the PBX cabinet(s),including.but-not limited to CPU,line <br /> cards,trunk cards,and station equipment(telephone sets,where applicable)attached to the PBX cabinet(s). . <br /> 6. Verizon,at its expense,provides new or like-new parts to replace or repair the equipment covered under the VM Service. <br /> Response Time: <br /> I 8x5 VM Service Plans _Response time for major System failures will be two(2)hours. Response time for major System <br /> failures,which occur outside of the VM Service plan hours,will be the next business day. <br /> 2. 24x7 YM Service Plans:_Response time for major System failures willbe_(2)hours. <br /> 3. All VM Service Plans: Response times for minor System failures will be next business day. <br /> Primary 8x5-24x7 PBX SPD Paget of 2 <br /> Rev.03.23.06 <br />