Common use of On-Site Support Services Clause in Contracts

On-Site Support Services. a. Subject to the existence of a Force Majeure Event and the exclusions in Section 7 of these Support Terms, and only if a Service Request cannot be resolved remotely by Help Desk Personnel, as determined by SONIFI in its reasonable discretion, SONIFI shall provide on- Premises service call response and Internet Access Equipment repair/replacement services by qualified and knowledgeable service technician(s) (as determined by SONIFI in its sole discretion) in accordance with the response times specified in Paragraphs 2.a.i through 2.a.iii, below, on a 24-hour-per-day, 7-day-per-week basis during the Term (a “Service Visit”). For purposes of the response times set forth in this Section 2, the applicable response timeframe for a Service Visit shall start upon the Help Desk Personnel’s transmission of a service ticket to a service technician, and SONIFI shall be deemed to have responded to an issue upon its service technician’s arrival at the Premises (the “Response”). i. For High Severity issues, XXXXXX’s Response shall be within six (6) hours. A “High Severity” issue is defined as a technical problem negatively affecting Internet access availability in one hundred percent (100%) of the authorized areas in the Premises served by the Internet Access Equipment. Such issues can result from the failure of the access gateway server, the Internet access core switch, or Internet access Property Management System interface. ii. For Medium Severity issues, XXXXXX’s Response shall be within twelve (12) hours. A “Medium Severity” issue is defined as a technical problem negatively affecting Internet access availability in more than ten percent (10%) but less than one hundred percent (100%) of the authorized areas in the Premises served by the Internet Access Equipment. Such issues can result from the failure of an Internet access edge switch or technical problems affecting multiple wireless access points. iii. For Low Severity issues, XXXXXX’s Response shall be within twenty-four (24) hours. A “Low Severity” issue is defined as a technical problem negatively affecting Internet access availability in ten percent (10%) or fewer authorized areas in the Premises served by the Internet Access Equipment. Such issues can result from the failure of a single wireless access point. iv. In the event equipment, parts, or other materials which are required for a Service Visit (based on SONIFI’s reasonable determination) are unavailable for reasons that are beyond SONIFI’s control, SONIFI shall be excused from the applicable response time requirement during the time such materials are unavailable. SONIFI shall take commercially reasonable and economically feasible steps to minimize the length of such delays. b. All Service Visits shall be billable at the rates, fees and charges set forth in SONIFI’s most current Field Service Labor Rate Card, which is available upon request to SONIFI. All rates, fees and charges identified in the Field Service Labor Rate Card are subject to change

On-Site Support Services. a. Subject to the existence of a Force Majeure Event and the exclusions in Section 7 of these Support Terms, and only if a Service Request cannot be resolved remotely by Help Desk Personnel, as determined by SONIFI in its reasonable discretion, SONIFI shall provide on- Premises service call response and Internet Access Equipment repair/replacement services by qualified and knowledgeable service technician(s) (as determined by SONIFI in its sole discretion) in accordance with the response times specified in Paragraphs 2.a.i through 2.a.iii, below, on a 24-hour-per-day, 7-day-per-week basis during the Term (a “Service Visit”). For purposes of the response times set forth in this Section 2, the applicable response timeframe for a Service Visit shall start upon the Help Desk Personnel’s transmission of a service ticket to a service technician, and SONIFI shall be deemed to have responded to an issue upon its service technician’s arrival at the Premises (the “Response”). i. For High Severity issues, XXXXXX’s Response shall be within six (6) hours. A “High Severity” issue is defined as a technical problem negatively affecting Internet access availability in one hundred percent (100%) of the authorized areas in the Premises served by the Internet Access Equipment. Such issues can result from the failure of the access gateway server, the Internet access core switch, or Internet access Property Management System interface. ii. For Medium Severity issues, XXXXXX’s Response shall be within twelve (12) hours. A “Medium Severity” issue is defined as a technical problem negatively affecting Internet access availability in more than ten percent (10%) but less than one hundred percent (100%) of the authorized areas in the Premises served by the Internet Access Equipment. Such issues can result from the failure of an Internet access edge switch or technical problems affecting multiple wireless access points. iii. For Low Severity issues, XXXXXX’s Response shall be within twenty-four (24) hours. A “Low Severity” issue is defined as a technical problem negatively affecting Internet access availability in ten percent (10%) or fewer authorized areas in the Premises served by the Internet Access Equipment. Such issues can result from the failure of a single wireless access point. iv. In the event equipment, parts, or other materials which are required for a Service Visit (based on SONIFI’s reasonable determination) are unavailable for reasons that are beyond SONIFI’s control, SONIFI shall be excused from the applicable response time requirement during the time such materials are unavailable. SONIFI shall take commercially reasonable and economically feasible steps to minimize the length of such delays. b. All Service Visits shall be billable at the rates, fees and charges set forth in SONIFI’s most current Field Service Labor Rate Card, which is available upon request to SONIFI. All rates, fees and charges identified in the Field Service Labor Rate Card are denominated in United States dollars and are subject to changechange from time to time in XXXXXX’s sole discretion. Whenever possible, Service Visits shall be performed during Normal Business Hours. The term “Normal Business Hours” is defined as 8:00 AM to 5:00 PM local time Monday through Friday (except for holidays). Service Visits performed outside Normal Business Hours shall be subject to the applicable rates and charges set forth in SONIFI’s most current Field Service Labor Rate Card for “Non-Business Hours”.

On-Site Support Services. a. Subject to the existence of a Force Majeure Event and the exclusions in Section 7 of these Support Terms, and only if a Service Request cannot be resolved remotely by Help Desk Personnel, as determined by SONIFI in its reasonable discretion, SONIFI shall provide on- Premises service call response and Internet Access Equipment repair/replacement services by qualified and knowledgeable service technician(s) (as determined by SONIFI in its sole discretion) in accordance with the response times specified in Paragraphs 2.a.i through 2.a.iii, below, on a 24-hour-per-day, 7-day-per-week basis during the Term (a “Service Visit”). For purposes of the response times set forth in this Section 2, the applicable response timeframe for a Service Visit shall start upon the Help Desk Personnel’s transmission of a service ticket to a service technician, and SONIFI shall be deemed to have responded to an issue upon its service technician’s arrival at the Premises (the “Response”). i. For High Severity issues, XXXXXX’s Response shall be within six (6) hours. A “High Severity” issue is defined as a technical problem negatively affecting Internet access availability in one hundred percent (100%) of the authorized areas in the Premises served by the Internet Access Equipment. Such issues can result from the failure of the access gateway server, the Internet access core switch, or Internet access Property Management System interface. ii. For Medium Severity issues, XXXXXX’s Response shall be within twelve (12) hours. A “Medium Severity” issue is defined as a technical problem negatively affecting Internet access availability in more than ten percent (10%) but less than one hundred percent (100%) of the authorized areas in the Premises served by the Internet Access Equipment. Such issues can result from the failure of an Internet access edge switch or technical problems affecting multiple wireless access points. iii. For Low Severity issues, XXXXXX’s Response shall be within twenty-four (24) hours. A “Low Severity” issue is defined as a technical problem negatively affecting Internet access availability in ten percent (10%) or fewer authorized areas in the Premises served by the Internet Access Equipment. Such issues can result from the failure of a single wireless access point. iv. In the event equipment, parts, or other materials which are required for a Service Visit (based on SONIFI’s reasonable determination) are unavailable for reasons that are beyond SONIFI’s control, SONIFI shall be excused from the applicable response time requirement during the time such materials are unavailable. SONIFI shall take commercially reasonable and economically feasible steps to minimize the length of such delays. b. All Service Visits shall be billable at the rates, fees and charges set forth in SONIFI’s most current Field Service Labor Rate Card, which is available upon request to SONIFI. All rates, fees and charges identified in the Field Service Labor Rate Card are subject to changechange from time to time in XXXXXX’s sole discretion. Whenever possible, Service Visits shall be performed during Normal Business Hours. The term “Normal Business Hours” is defined as 8:00 AM to 5:00 PM local time Monday through Friday (except for holidays). Service Visits performed outside Normal Business Hours shall be subject to the applicable rates and charges set forth in SONIFI’s most current Field Service Labor Rate Card for “Non-Business Hours”.

On-Site Support Services. a. Subject to the existence of a Force Majeure Event and the exclusions in Section 7 of these Support Terms, and only if a Service Request cannot be resolved remotely by Help Desk Personnel, as determined by SONIFI in its reasonable discretion, SONIFI shall provide on- Premises service call response and Internet Access Equipment repair/replacement services by qualified and knowledgeable service technician(s) (as determined by SONIFI in its sole discretion) in accordance with the response times specified in Paragraphs 2.a.i through 2.a.iii, below, on a 24-hour-per-day, 7-day-per-week basis during the Term (a “Service Visit”). For purposes of the response times set forth in this Section 2, the applicable response timeframe for a Service Visit shall start upon the Help Desk Personnel’s transmission of a service ticket to a service technician, and SONIFI shall be deemed to have responded to an issue upon its dispatching a service technician’s arrival at technician to the Premises (the “Response”). i. For High Severity issues, XXXXXX’s Response shall be within six (6) hours. A “High Severity” issue is defined as a technical problem negatively affecting Internet access availability in one hundred percent (100%) of the authorized areas in the Premises served by the Internet Access Equipment. Such issues can result from the failure of the access gateway server, the Internet access core switch, or Internet access Property Management System interface. ii. For Medium Severity issues, XXXXXX’s Response shall be within twelve (12) hours. A “Medium Severity” issue is defined as a technical problem negatively affecting Internet access availability in more than ten percent (10%) but less than one hundred percent (100%) of the authorized areas in the Premises served by the Internet Access Equipment. Such issues can result from the failure of an Internet access edge switch or technical problems affecting multiple wireless access points. iii. For Low Severity issues, XXXXXX’s Response shall be within twenty-four (24) hours. A “Low Severity” issue is defined as a technical problem negatively affecting Internet access availability in ten percent (10%) or fewer authorized areas in the Premises served by the Internet Access Equipment. Such issues can result from the failure of a single wireless access point. iv. In the event equipment, parts, or other materials which are required for a Service Visit (based on SONIFI’s reasonable determination) are unavailable for reasons that are beyond SONIFIXXXXXX’s control, SONIFI shall be excused from the applicable response time requirement during the time such materials are unavailable. SONIFI shall take commercially reasonable and economically feasible steps to minimize the length of such delays. b. All Service Visits shall be billable at the rates, fees and charges set forth in SONIFI’s most current Field Service Labor Rate Card, which is available upon request to SONIFI. All rates, fees and charges identified in the Field Service Labor Rate Card are denominated in United States dollars and are subject to changechange from time to time in XXXXXX’s sole discretion. Whenever possible, Service Visits shall be performed during Normal Business Hours. The term “Normal Business Hours” is defined as 8:00 AM to 5:00 PM local time Monday through Friday (except for holidays). Service Visits performed outside Normal Business Hours shall be subject to the applicable rates and charges set forth in SONIFI’s most current Field Service Labor Rate Card for “Non-Business Hours”.