Common use of Axtel Responsibilities for Technical Support Services Clause in Contracts

Axtel Responsibilities for Technical Support Services. For both Technical Assistance and Emergency Recovery Axtel will be required to: * Confirm that the products are installed, commissioned, used and maintained by knowledgeable and skilled people acting in accordance with the applicable product documentation from Nortel Networks * Replace hardware components during diagnosis or as remedial actions. * Generate performance/availability reports and associated trend analysis. * Gather data in a timely manner in support of Nortel Networks' diagnostic process when reasonably within the technical competency of AXtel. * Identify issues requiring hardware replacement * If applicable, use all reasonable efforts to maintain hardware and software at the release or update level for supported hardware and software. This maintenance will need to be in accordance with policies and procedures published by Nortel Networks. If Axtel is using a software version released prior to the then-current minimum supported version(s) and is therefore unsupported, then Axtel will need to upgrade to one of the then-current minimum supported versions in order to acquire rights to any known fix. * Perform software upgrades and/or patch applications, except for REM software upgrades unless otherwise agreed with Nortel Networks. * Except for those activities described in Exhibit D of this Agreement, acknowledge that any hardware / software upgrades / improvements or changes required to install or use a software fix, update, release, or any part thereof are charged separately from, and are in addition to, the charges of the current contract * Provide connectivity in a timely manner to the product(s) for Nortel Networks to establish a data link for use by Nortel Networks technical support group in order to conduct remote diagnosis and maintenance Note: Axtel and Nortel Networks technical personnel will agree on the appropriate type of data link based on network equipment and configuration as well as the appropriate security measures to prevent unauthorized access. Axtel will be solely responsible for security of the network. Nortel Exhibit B - Description of The Technical Assistance Support Services Agreement for the Provision of Technical Assistance Support services for FWA Equipment -------------------------------------------------------------------------------- Networks will not connect to Axtel's network without prior authorization and such connection will be solely to provide technical support. * Excuse Nortel Networks from fault resolution for a period equal to such failure or delay, should Axtel fail or cause delay in providing connectivity * Designate and make available competent personnel to aid in problem diagnosis and provide electronic access to the affected product(s) to aid in problem investigation and resolution for all incidents. For E1/E2 Axtel personnel should be available to work together with Nortel Networks technical expert throughout the process. * Axtel should provide their internal escalation process in order to inform all the contacts to Nortel Networks. * Maintain a support agreement(s) with the third-party supplier(s) for such product(s), as Axtel sees fit. * Axtel's in-house structure that performs first-line support will need to exhaust internal troubleshooting processes. First-level Operations, Administration, and Maintenance (OA&M) functions may include, but are not limited to: * Performing day-to-day maintenance and network operations * Monitoring network and system alarms * Performing diagnosis in accordance with instructions provided by Nortel Networks and carrying out initial remedial actions, including remote diagnosis * Operating and controlling Axtel's internal help desk for logging and tracking fault inquiries, prioritizing events, and escalating, as required, to the Nortel Networks technical support group * Providing local time templates and historical actions performed on each event as reference information to the Nortel Networks technical support group (NTS).

Axtel Responsibilities for Technical Support Services. For both Technical Assistance and Emergency Recovery Axtel will be required to: * • Confirm that the products are installed, commissioned, used and maintained by knowledgeable and skilled people acting in accordance with the applicable product documentation from Nortel Networks * • Replace hardware components during diagnosis or as remedial actions. * • Generate performance/availability reports and associated trend analysis. * • Gather data in a timely manner in support of Nortel Networks' ’ diagnostic process when reasonably within the technical competency of AXtel. * • Identify issues requiring hardware replacement * • If applicable, use all reasonable efforts to maintain hardware and software at the release or update level for supported hardware and software. This maintenance will need to be in accordance with policies and procedures published by Nortel Networks. If Axtel is using a software version released prior to the then-current minimum supported version(s) and is therefore unsupported, then Axtel will need to upgrade to one of the then-current minimum supported versions in order to acquire rights to any known fix. * • Perform software upgrades and/or patch applications, except for REM software upgrades unless otherwise agreed with Nortel Networks. * • Except for those activities described in Exhibit D of this Agreement, acknowledge that any hardware / software upgrades / improvements or changes required to install or use a software fix, update, release, or any part thereof are charged separately from, and are in addition to, the charges of the current contract * • Provide connectivity in a timely manner to the product(s) for Nortel Networks to establish a data link for use by Nortel Networks technical support group in order to conduct remote diagnosis and maintenance Note: Axtel and Nortel Networks technical personnel will agree on the appropriate type of data link based on network equipment and configuration as well as the appropriate security measures to prevent unauthorized access. Axtel will be solely responsible for security of the network. Nortel Exhibit B - Description of The Technical Assistance Support Services Agreement for the Provision of Technical Assistance Support services for FWA Equipment -------------------------------------------------------------------------------- Networks will not connect to Axtel's network without prior authorization and such connection will be solely to provide technical support. * • Excuse Nortel Networks from fault resolution for a period equal to such failure or delay, should Axtel fail or cause delay in providing connectivity * • Designate and make available competent personnel to aid in problem diagnosis and provide electronic access to the affected product(s) to aid in problem investigation and resolution for all incidents. For E1/E2 Axtel personnel should be available to work together with Nortel Networks technical expert throughout the process. * • Axtel should provide their internal escalation process in order to inform all the contacts to Nortel Networks. * • Maintain a support agreement(s) with the third-party supplier(s) for such product(s), as Axtel sees fit. * • Axtel's ’s in-house structure that performs first-line support will need to exhaust internal troubleshooting processes. First-level Operations, Administration, and Maintenance (OA&M) functions may include, but are not limited to: * • Performing day-to-day maintenance and network operations * • Monitoring network and system alarms * • Performing diagnosis in accordance with instructions provided by Nortel Networks and carrying out initial remedial actions, including remote diagnosis * • Operating and controlling Axtel's ’s internal help desk for logging and tracking fault inquiries, prioritizing events, and escalating, as required, to the Nortel Networks technical support group * • Providing local time templates and historical actions performed on each event as reference information to the Nortel Networks technical support group (NTS).

Axtel Responsibilities for Technical Support Services. For both Technical Assistance and Emergency Recovery Axtel will be required to: * • Confirm that the products are installed, commissioned, used and maintained by knowledgeable and skilled people acting in accordance with the applicable product documentation from Nortel Networks * • Replace hardware components during diagnosis or as remedial actions. * • Generate performance/availability reports and associated trend analysis. * • Gather data in a timely manner in support of Nortel Networks' ’ diagnostic process when reasonably within the technical competency of AXtel. * • Identify issues requiring hardware replacement * • If applicable, use all reasonable efforts to maintain hardware and software at the release or update level for supported hardware and software. This maintenance will need to be in accordance with policies and procedures published by Nortel Networks. If Axtel is using a software version released prior to the then-current minimum supported version(s) and is therefore unsupported, then Axtel will need to upgrade to one of the then-current minimum supported versions in order to acquire rights to any known fix. * • Perform software upgrades and/or patch applications, except for REM software upgrades unless otherwise agreed with Nortel Networks. * • Except for those activities described in Exhibit D of this Agreement, acknowledge that any hardware / software upgrades / improvements or changes required to install or use a software fix, update, release, or any part thereof are charged separately from, and are in addition to, the charges of the current contract * • Provide connectivity in a timely manner to the product(s) for Nortel Networks to establish a data link for use by Nortel Networks technical support group in order to conduct remote diagnosis and maintenance Note: Axtel and Nortel Networks technical personnel will agree on the appropriate type of data link based on network equipment and configuration as well as the appropriate security measures to prevent unauthorized access. Axtel will be solely responsible for security of the network. Nortel Exhibit B - Description of The Technical Assistance Support Services Agreement for the Provision of Technical Assistance Support services for FWA Equipment -------------------------------------------------------------------------------- Networks will not connect to Axtel's ’s network without prior authorization and such connection will be solely to provide technical support. * • Excuse Nortel Networks from fault resolution for a period equal to such failure or delay, should Axtel fail or cause delay in providing connectivity * • Designate and make available competent personnel to aid in problem diagnosis and provide electronic access to the affected product(s) to aid in problem investigation and resolution for all incidents. For E1/E2 Axtel personnel should be available to work together with Nortel Networks technical expert throughout the process. * • Axtel should provide their internal escalation process in order to inform all the contacts to Nortel Networks. * • Maintain a support agreement(s) with the third-party supplier(s) for such product(s), as Axtel sees fit. * • Axtel's ’s in-house structure that performs first-line support will need to exhaust internal troubleshooting processes. First-level Operations, Administration, and Maintenance (OA&M) functions may include, but are not limited to: * • Performing day-to-day maintenance and network operations * • Monitoring network and system alarms * • Performing diagnosis in accordance with instructions provided by Nortel Networks and carrying out initial remedial actions, including remote diagnosis * • Operating and controlling Axtel's ’s internal help desk for logging and tracking fault inquiries, prioritizing events, and escalating, as required, to the Nortel Networks technical support group * • Providing local time templates and historical actions performed on each event as reference information to the Nortel Networks technical support group (NTS).

Axtel Responsibilities for Technical Support Services. For both Technical Assistance and Emergency Recovery Axtel will be required to: * · Confirm that the products are installed, commissioned, used and maintained by knowledgeable and skilled people acting in accordance with the applicable product documentation from Nortel Networks * Airspan · Replace hardware components during diagnosis or as remedial actions. * · Generate performance/availability reports and associated trend analysis. * · Gather data in a timely manner in support of Nortel Networks' Airspan’ diagnostic process when reasonably within the technical competency of AXtel. * · Identify issues requiring hardware replacement * · If applicable, use all reasonable efforts to maintain hardware and software at the release or update level for supported hardware and software. This maintenance will need to be in accordance with policies and procedures published by Nortel NetworksAirspan. If Axtel is using a software version released prior to the then-current minimum supported version(s) and is therefore unsupported, then Axtel will need to upgrade to one of the then-current minimum supported versions in order to acquire rights to any known fix. * · Perform software upgrades and/or patch applications, except for REM software upgrades unless otherwise agreed with Nortel NetworksAirspan. * · Except for those activities described in Exhibit D of this Agreement, acknowledge that any hardware / software upgrades / improvements or changes required to install or use a software fix, update, release, or any part thereof are charged separately from, and are in addition to, the charges of the current contract * · Provide connectivity in a timely manner to the product(s) for Nortel Networks Airspan to establish a data link for use by Nortel Networks Airspan technical support group in order to conduct remote diagnosis and maintenance Note: Axtel and Nortel Networks Airspan technical personnel will agree on the appropriate type of data link based on network equipment and configuration as well as the appropriate security measures to prevent unauthorized access. Axtel will be solely responsible for security of the network. Nortel Airspan will not connect to Axtel’s network without prior authorization and such connection will be solely to provide technical support. Exhibit B A - Description of The Technical Assistance Support Services Agreement for the Provision of Technical Assistance Support services Services for FWA Equipment -------------------------------------------------------------------------------- Networks will not connect to Axtel's network without prior authorization and such connection will be solely to provide technical support. * (December 2004) · Excuse Nortel Networks Airspan from fault resolution for a period equal to such failure or delay, should Axtel fail or cause delay in providing connectivity * · Designate and make available competent personnel to aid in problem diagnosis and provide electronic access to the affected product(s) to aid in problem investigation and resolution for all incidents. For E1/E2 Axtel personnel should be available to work together with Nortel Networks Airspan technical expert throughout the process. * · Axtel should provide their internal escalation process in order to inform all the contacts to Nortel NetworksAirspan. * · Maintain a support agreement(s) with the third-party supplier(s) for such product(s), as Axtel sees fit. * · Axtel's ’s in-house structure that performs first-line support will need to exhaust internal troubleshooting processes. First-level Operations, Administration, and Maintenance (OA&M) functions may include, but are not limited to: * - Performing day-to-day maintenance and network operations * - Monitoring network and system alarms * - Performing diagnosis in accordance with instructions provided by Nortel Networks Airspan and carrying out initial remedial actions, including remote diagnosis * - Operating and controlling Axtel's ’s internal help desk for logging and tracking fault inquiries, prioritizing events, and escalating, as required, to the Nortel Networks Airspan technical support group * - Providing local time templates and historical actions performed on each event as reference information to the Nortel Networks Airspan technical support group (NTS).

Axtel Responsibilities for Technical Support Services. For both Technical Assistance and Emergency Recovery Axtel will be required to: * Confirm that the products are installed, commissioned, used and maintained by knowledgeable and skilled people acting in accordance with the applicable product documentation from Nortel Networks * Replace hardware components during diagnosis or as remedial actions. * Generate performance/availability reports and associated trend analysis. * Gather data in a timely manner in support of Nortel Networks' diagnostic process when reasonably within the technical competency of AXtel. * Identify issues requiring hardware replacement * If applicable, use all reasonable efforts to maintain hardware and software at the release or update level for supported hardware and software. This maintenance will need to be in accordance with policies and procedures published by Nortel Networks. If Axtel is using a software version released prior to the then-current minimum supported version(s) and is therefore unsupported, then Axtel will need to upgrade to one of the then-current minimum supported versions in order to acquire rights to any known fix. * Perform software upgrades and/or patch applications, except for REM software upgrades unless otherwise agreed with Nortel Networks. * Except for those activities described in Exhibit D of this Agreement, acknowledge that any hardware / software upgrades / improvements or changes required to install or use a software fix, update, release, or any part thereof are charged separately from, and are in addition to, the charges of the current contract * Provide connectivity in a timely manner to the product(s) for Nortel Networks to establish a data link for use by Nortel Networks technical support group in order to conduct remote diagnosis and maintenance Note: Axtel and Nortel Networks technical personnel will agree on the appropriate type of data link based on network equipment and configuration as well as the appropriate security measures to prevent unauthorized access. Axtel will be solely responsible for security of the network. Nortel Exhibit B - Description of The Technical Assistance Support Services Agreement for the Provision of Technical Assistance Support services Services for FWA Equipment -------------------------------------------------------------------------------- Networks will not connect to Axtel's network without prior authorization and such connection will be solely to provide technical support. * Excuse Nortel Networks from fault resolution for a period equal to such failure or delay, should Axtel fail or cause delay in providing connectivity * Designate and make available competent personnel to aid in problem diagnosis and provide electronic access to the affected product(s) to aid in problem investigation and resolution for all incidents. For E1/E2 Axtel personnel should be available to work together with Nortel Networks technical expert throughout the process. * Axtel should provide their internal escalation process in order to inform all the contacts to Nortel Networks. * Maintain a support agreement(s) with the third-party supplier(s) for such product(s), as Axtel sees fit. * Axtel's in-house structure that performs first-line support will need to exhaust internal troubleshooting processes. First-level Operations, Administration, and Maintenance (OA&M) functions may include, but are not limited to: * Performing day-to-day maintenance and network operations * Monitoring network and system alarms * Performing diagnosis in accordance with instructions provided by Nortel Networks and carrying out initial remedial actions, including remote diagnosis * Operating and controlling Axtel's internal help desk for logging and tracking fault inquiries, prioritizing events, and escalating, as required, to the Nortel Networks technical support group * Providing local time templates and historical actions performed on each event as reference information to the Nortel Networks technical support group (NTS).