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Response Times: <br /> 1) Major System failures will be given priority by the On-Site Technician during their Plan Hours.Outside of Plan Hours <br /> the response time for Major System failures will be two(2)hours. <br /> 2) Minor System failures will be responded to during the Plan Hours.Verizon will charge its then prevailing labor rate for <br /> repair of minor failures if Customer requests service to be performed outside of the Plan Hours. <br /> 3) Response times for major and minor System failures will be measured from the time the Customer's trouble report is <br /> received by Verizon to the time work is started to correct the problem. <br /> 4) Response is acknowledgment of a problem and work toward its resolution,involving one or more of the following: <br /> a) Remote diagnostics,telephone consultation towards issue resolution,or remote work to correct a problem with <br /> notification to Customer that on-site work is unnecessary. <br /> b) Dispatch of technician(s)after Plan Hours to Customer's premises. <br /> The type of repair response will depend on Customer's equipment and the availability of remote connections. <br /> Customer Requirements: <br /> I. Equipment not installed by Verizon,equipment installed by Verizon that is out of warranty or equipment that Verizon <br /> has not provided maintenance service on for more than ninety(90)days,must be accepted by Verizon prior to being <br /> eligible for VM Service. <br /> 2. All equipment covered under the VM Service must be Year 2000(Y2K)compliant. Equipment found to be non-Y2K <br /> Compliant must be upgraded by Customer prior to Verizon providing the VM Service. <br /> 3. Equipment not installed by Verizon must be installed in compliance with the manufacturers'recommended operating <br /> environment,including but not limited to,temperature,power conditioning,safety,accessibility for service,etc. <br /> Verizon may recommend corrections or improvements to operating environments or PBX configuration. Failure to <br /> comply with Verizon's recommended corrections may cause Verizon to reject the specific part or equipment and <br /> remove it from the VM Service. <br /> 4. Customer must provide access to equipment,in a timely manner,during on-site VM Service. <br /> 5. Dial-up connectivity from the Verizon Service Centers,for diagnostic and MAC purposes,is a prerequisite for all <br /> equipment under Coverage. Customer must provide analog circuit access and Verizon approved connectivity <br /> equipment to the PBX. <br /> 6. Additional equipment and services may be required from the Customer and will be set forth in an applicable Statement <br /> of Work. <br /> On-Site Tech SPD Page 2 of 2 <br /> Rev.03.23.06 <br />