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15. As part of the Service, the service technician ("Service Provider") shall identify and assist with the handling of any "Defective on Arrival" (DOA) Provider products. 16. Provider may increase charges as agreed with Customer for alternate work schedules including time outside of normal business hours, weekend or overtime work. 17. In order that Provider may access the accuracy of the time and labor expectations, Provider may establish a formal proof of concept ("Pilot Phase") or work with Customer on the initial deploys in lieu of implementing a formal Pilot Phase. Provider and Customer shall perform due diligence and discovery during this phase of the engagement. The timing, estimated resources, and requirements shall be incorporated into the charges for the Services. In the event that the data gathered in this phase creates the need to change the scope of the effort as set forth in this SOW, Provider shall propose a change in accordance with Change Control Procedure. ROLES AND RESPONSIBILITIES CUSTOMER RESPONSIBILITIES. Customer shall: 1. Designate a project manager who will be Customer's Point of Contact for all communications related to Services and will have the authority to act on Customer's behalf in all matters regarding this SOW. Customer Point of Contact will provide a list of the key technical contacts with telephone and email contact information prior to the start of Services. 2. Provide an on-site contact during normal business hours at each location with access to the buildings/rooms where the Service will be performed and any necessary security. 3. Provide Provider with a safe environment and full unrestricted access to all locations where the Service is to be performed. 4. Safeguard Customer data (including but not limited to confidential information, password protection, encryption, data backup, etc.) prior to service by Provider. In no event shall Provider assume any risk or liability for data loss. 5. Be responsible for promptly obtaining and providing to Provider all Required Consents necessary for Provider to provide the Services described in this SOW. A Required Consent means any consents or approvals required to give Provider and its subcontractors the right or license to access the locations where the Services are to be performed and to access, use and/or modify (including creating derivative works) the hardware, software, firmware and other products, without infringing the ownership or license rights (including patent and copyright) of Providers or owners of such products. Provider shall be excused from its performance obligations in the event that Customer fails to promptly provide any Required Consents. PROVIDER RESPONSIBILITIES Provider shall: 1. Designate a primary contact that will be Customer focal point for all communications related to the Services being provided who will have the authority to act on behalf of Provider in all matters regarding this SOW. 2. Provide a Service Provider at Customer locations to perform the tasks as specified in this SOW subject to availability of Service Providers in the requested service area. 3. Document a Pilot Phase or a project plan, that documents the activities to be performed based on initial deploys. 4. The Pilot Phase or project plan and may include applicable Service Provider instructions, an outline and sample of the tracking and reporting incorporated into the engagement, service level agreements and the skill level of the Service Providers who shall be supporting this engagement for joint review prior to Customer engagement. 5. If Provider subcontracts the work, they must let Customer know prior to subcontracting. PERSONNEL 1. Each party is responsible for the supervision, direction, control, and compensation of its respective personnel. 2. Provider personnel used in the performance of Services shall be as determined by Provider in its sole discretion. Page 3 Version 3, Template 1-1 J Drafted by Alex Goes, REQ53719