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SERVICE PLAN DESCRIPTION <br /> Verizon Voice Maintenance <br /> ON-SITE TECHNICIAN PLAN(S) <br /> HARDWARE REPAIR/RETURN AND MONITORING COVERAGE <br /> Overview of Service:The Verizon On-Site Technician Plan(s)(the"Plan(s)")and the Verizon Hardware Retum/Repair <br /> and Monitoring Coverage("Coverage")(jointly referred to as the"VM Service"),provides Customers with on-site <br /> technical expertise,along with remote monitoring and parts for replacement. The Customer can select the Plan(s)to be <br /> delivered on a full time or part time basis,and as an option,select to have the Coverage provided. <br /> Service Deliverables,On-Site Technician Plan(s): Verizon will provide to Customer the following as part of the Plan(s). <br /> I) A Verizon technician will make repairs of major and/or minor System failures. Upon Customer's request,the <br /> technician may provide System Moves Adds and Changes("MACs"). <br /> a) Full Time Plan-The technician will reside on the Customer's site between the hours of 8:00 a.m.and 4:00 p.m., <br /> local time,Monday through Friday,excluding Verizon observed holidays for the term of the VM Service("Plan <br /> Hours"). <br /> b) Part Time Plan—The technician will reside on the Customer's site between the hours of 8:00 a.m.and 4:00 p.m., <br /> local time,Monday through Friday,excluding Verizon observed holidays for the term of the VM Service on the <br /> specific days set forth on the Quote("Plan Hours"). <br /> 2) Major System Failures-Repair labor provided outside of the Plan Hours for major System failures will be billed to <br /> Customer at Verizon's then prevailing labor rates. <br /> 3) Minor System Failures and MACs-Repair labor for minor System failures will be billed to customer at Verizon's then <br /> prevailing labor rates and MACs provided outside of the Plan Hours will be billed to Customer at Verizon's then <br /> prevailing time and material rate. <br /> 4) Software patches that have been identified by Verizon as necessary during trouble resolution,and which are generally <br /> available from the manufacturer,will be installed during the Plan Hours. Any software patches that have to be <br /> installed outside of the Plan Hours will be billed to the Customer at Verizon's then prevailing labor rate. This does not <br /> include software upgrades. <br /> 5) One Source Book annually,which will be made available via online access. The Source Book is only available for the <br /> Nortel PBX. The Source Book is a depiction of the Customer's PBX and contains approximately 23 graphical and <br /> textual reports including,but not limited to: <br /> a) Graphics of each phone set; <br /> b) List of System software options;_ <br /> c) Identification.of System clean-upand service affecting issues <br /> d) Pott counts,trunk routes and classes of service <br /> e) Intercom groups <br /> Service Deliverables,Hardware Repair/Return and Monitoring Coverage: Verizon will provide to Customer the <br /> following as part of the Coverage. <br /> 1) Remote System alarm monitoring for the equipment which has monitoring capability 24 hours a day,7 days a week. <br /> 2) Coordination of alarm resolution with the Plans and in accordance with Response Times. <br /> a) Customers under the Full Time Plan,will receive repair labor for major alarms outside of the Plan Hours at no <br /> extra charge. <br /> b) Customersunder.the Part Time Plan will receive repair labor for major alarms outside of the Plan Hours on a time <br /> and material basis. <br /> c) Minor alarms and MACs outside of Plan Hours will be billed at Verizon's then:prevailing time and material-rate. <br /> 3) Coverage includes new or like new parts to repair or replace the PBX cabinet(s)and components:internal to the PBX <br /> cabinet(s),including but not limited to CPU,line cards,trunk cards,and station equipment(telephone sets,where <br /> applicable)attached to_the.PBX cabinet(s). _Voice mail-and ancillary/auxiliary_equipment are not part of the Coverage <br /> plan,but are applicablefor coverage under other Verizon Voice CPE Maintenance Service plans. <br /> 4) Two.Customer.System traffic studies annually. These traffic studies will be conducted,as requested in writing by the <br /> Customer. The studies will be conducted for a l22-hourperiod per day,fora period of five(5)consecutivedays. <br /> These studies are only available for the Nortel PBX. Additional equipment may be required from the Customer and <br /> will be set forth in the applicable Statement of Work. <br /> On-Site Tech SPD - Page 1 of 2 <br /> Rev.03.23.06 <br />