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Biller Agreement Invoice Cloud and the City of Redwood City REV: 03-27-25 MI Expectations surrounding the scope of the Kiosk.com Advanced Exchange & Field Service Warranty are as follows: i. Advanced Exchange & Field Service Description Phone and Warranty Parts Shipment Support. In the event that there is a warranty or support issue with any Kiosk, please contact Invoice Cloud support. The Exchange Warranty outlined below applies. If replacement part and/or Field Service Technician is required, Invoice Cloud (through the manufacturer) arranges for overnight shipment of replacement parts and schedules the Kiosk.com Field Technician Visit to arrive (typically within 24 hours of call receipt). Service will be provided pursuant to service level provided in the SLA addendum at www.invoicecloud.net/sla No charge for replacement components to the extent warranted her eunder and subject to the terms and con ditions herein. Kiosk.com covers inbound and outbound shipping costs for failed/replacement parts except as provided herein. The manufacturer provides the Biller with an RMA number and a pre-paid return shipping label with each replacement component. When the Biller receives the replacement, the failed part is then returned with the Kiosk.com pre-paid label. ii. Exchange Warranty – Out of Scope Items The warranty and support commitments include the original kiosk enclosure and all components as shipped from the manufacturer’s factory but does not include consigned components, any Biller or customer software application, network connectivity service, custom modifications, or changes made to the system, cleaning, installation, or repositioning of any system. Returned parts with No Defect Found (following the manufacturer failure analysis) will be billed back to the Biller. No Defect Found fees include reversal of any component credit, any applicable shipping and handling fees, and an hourly RMA diagnostic fee of $125 / hour. The most common source of No Defect Found parts is component maintenance and cleaning neglect in the field. Biller is responsible for keeping each kiosk clean through occasional wiping down with damp cloth, dusting, etc. Warranty does not include any customer application software, drivers, or special interface equipment and configuration unless specifically noted in the purchase contract. The warranty does not apply to expendable items (i.e., normal wear and tear of external graphics, etc.). Paint damage due to normal wear and tear is not covered under this warranty. Paint damage resulting from manufacturing defects will be covered by this warranty. Damage caused b y cleaning, neglect, vandalism, physical abuse, or environmental act s of God are not covered under t hi s warranty. iii. Additional Exchange & Field Service Warranty Terms and Conditions Warranty service is gua ranteed for 30 days for workmanship after th e service is complete. Replacement components are not guaranteed to be new components and may come from the manufacturer refurbished and tested stock (at the discretion of the manufacturer). The three-year warranty on part defects is not extended if replacement parts are pro vided in a maintenance action. T his wa rranty i s vo ided b y m isuse, a cc ident, mo dificat ion, and unsui tab le physical or oper a ti n g enviro n me n t, improper mai n tena n ce by Bill er, a Cust o mer or a n y o the r third par ty, or cu s tomer’s o th e r s e rv ic e or g a n izations, r e m oval o r alt e rat ion of par t ident ific atio n , or f ailure cau se d by a p roduc t or c omponent not suppl ied by Inv oice C loud or m a n ufa ct urer , or fo r which Invoice C loud or t he m anuf a cturer is n o t responsible, o r any modi fi cations o r ch a n g e s to component s or to the k io s k wi thout Invo ic e Cloud ’s writ ten a p p rova l. Requests for optional Hourly Field Service Technician service calls must be received by 1:00 pm MST, Monday through Friday (except national holidays), to be eligible for the next business day site arrival (24-hour) service metric. Technician request calls received after 1:00 pm MST will be scheduled on the following business day. Field service charge is $175 / hour. Biller will provide onsite contacts for each location. Exceptions to fulfillment of onsite service can include holidays or events that prohibit access to the location. Keys must be on-site and available prior to the dispatc h of a Field Technician. Payment of out-of-scope service fee s is du e u pon invoice. Invoice Cloud r eserves th e right to suspend service and support until delinquent a ccount payments are settled in full. Invoice Cloud an d the manufacturer shall use reasonable efforts to provide the kiosks in an unin terrupte d, continuou s fashion. Biller understands an d agrees that services may be periodically off line or otherwise inoperable in o rder for Invoice Cloud or the manufacturer to perform maintenance, i nstall or test software, or for other co m m ercially reasonabl e busin ess purposes and that durin g such time services may not be provide d. Biller further understa nds and agrees that from time to time service s may be off line or otherwise in operable as a res ult of the failure of products, e quipment or services provided to manufacturer by third parties (e.g. public or private tel ecommunic ation s services or internet nodes or facilit ies, overall internet congestion, unavail ability of internet services, ATTY/AGR.2025.049/Invoice Cloud (Page 34 of 39)