Agtm22 Packet Fusion, Inc. ( MITEL)

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REV: 01-20-2022 RL SUPPORT AGREEMENT This Support Agreement (“SA”) is made between Packet Fusion, Inc. (“Company”), located at 4301 Hacienda Drive, Suite 400, Pleasanton, CA 94588 and City of Redwood City (“Customer”). The parties agree to enter into this SA, and by doing so agree to the following terms and conditions: I. Support Services General: a. Customer designates Company as its sole and exclusive service agent for Support Services for the equipment (“Equipment”) listed in Appendix A, “Schedule of Equipment”, including any improved features and models of such equipment purchased from Company during the term of this SA at the locations designated in Appendix B, “Customer Locations”. b. Attached Appendixes i. Appendix A, “Schedule of Equipment (“Equipment”)” ii. Appendix B, “Customer Locations (“Locations”)” iii. Appendix C, “Outages Classifications” iv. Appendix D, “Hourly Time and Materials Billing Rate (“T&M Rates”)” v. Appendix E, “Terms and Conditions" II. Length of Support (“term”) Quote Numbe r: Ef f e cti ve Start Date 12/30/2021 T er m Length 1 Year Term Q uote Expires:1/26/2022 SS112221_Custom_CORC769043 Amount se l e cte d wi l l be due i n f ul l upon i nvoi ci ng by Packe t Fusi on IMPORTANT: After this date, if not fully ex ecut ed, Mitel’s Corporat e Polic y imposes a reins tatement fee beginning at 40% of the c ontrac t value. Depending on t he amount of time laps e from ex pirat ion dat e, t he fee increas es t o a max imum of 100% at month 8. End Date 12/29/2022 Suppor t - No Phone Cov er age $ 21,500.00 Payable to Packet Fusion, Inc. PO Box 398055 San Francisco, CA 94139-8055 III. Support Offering a. Unlimited Support Services upon request by Customer to restore malfunctioning operating component parts of the Equipment to proper working order for the equipment (“Equipment”) listed in Appendix A, “Schedule of Equipment”. b. Hours of coverage to be provided shall be 24 hours a day, 7 days a week and 365 days a year. c. Priority response to Customer requests for Support and/or service work over other types of Company service arrangements. d. Upgrade labor and upgrade support labor are not included in our support agreement and will be charged on a Time and Materials basis. Software from Mitel will still be provided as part of the agreement. e. Any 3rd party applications (Palitto) are explicitly not part of this agreement ATTY/AGR.2022.006/Packet Fusion (Page 1 of 11)