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EXHIBIT "A" SCOPE OF WORK Premiun IlAair�6errartt�e indudes: PPM-Ri P�riod ck Mairrtenanoe:24 x 7 x 365 Time for 'or Malfux�ion: 1 har Tel ar�d 4 ha.�s ai-site Time for Ninor N�Ifux�ion:2 hams Tel and 12 ha.rs or�site 'r Service and F�rsonalized Web Fortal for orFline a000u�t oaitrd,tradd and u irnrent info 1 Free Trafific St 1 v�eek c�F data Year Rerrbte em Mair��and Di nostics Rerr�ote Sdtwere Patch Ac�ivation F�err�te Service Morrotai 24 x 7 x 365 1 Free Sc�eduled Prev�er�ive Mairtenanoe�/isit Year 9.5.1. Packet Fusion will provide Tier 1 support, help desk, advanced replacement and escalation including: • Proactive system monitoring; • On site Emergency Response Times; and • Replacement warranty on all equipment (excluding phones after the first year) 9_6. RESPONSIBILITY CLASSIFICATIONS: 9.6.1. Maior Malfunction - A hardware failure that precludes the Equipment from functioning and thereby prevents the Redwood City from completing urgent tasks. Examples include but are not limited to power supply failure, processor failure, backbone equipment failure, and the following: • System ceased calls processing • System call processing degraded for reasons such as: o A trunk Group out of service 0 25% or 100 or more ports out of service • Loss of total console capability • Loss of other Auxiliary Processor in ACD application • Loss of incoming or outgoing calls capability (25% or more) • Loss of Voice Mail Voice Messaging Capabilities • Loss of any Meridian Link Applications • Tape or Disk Drive Failure 9.6.2. Minor Malfunction - A hardware failure that does not preclude the Redwood City from performing urgent tasks. Examples include but are not limited to redundant power supply failure, redundant processor failure, redundant backbone equipment failure, failure of device ports which can be reconfigured, as well as the following: • Initializations (1 or less per day) REV: 08-28-15 MLG Page 19 of 69 ATTY/AGR.2015.207/Packet Fusion New Telephone System