Axon_Ex._C-Complaint_Resolution.docx.pdf

PARTICIPATING ADDENDUM

NASPO ValuePoint

Public Safety Video Systems OK-MA-145-015

Lead by the State of Oklahoma (hereinafter "Lead State")

EXHIBIT C – Axon, formerly known as Taser

Participating Entity Contract #505ENT-O18-SAFETYVIDE0-04

Complaint Resolution for Axon-Branded Product Only

Axon Fiscal Quarters are: End of Month March, June, September, and December

A. Service/Billing

For customer service or billing inquiries, customers may use any of the following:

1) Contact a representative at 800-978-2737 option 3 for customer service, option 5 for billing inquiries. Hours of operation are 24/7/365 for customer services and 8am – 5pm MST Monday – Friday for billing inquiries.

2) Notify the Contractor via contracts@axon.com

3) Notify the Contractor via www.axon.com

B. Equipment.

1) Defective Items. In the event of a product defect is found, customers will call Technical Support at 800-978-2737 option 4. Such a defect, if any, is covered under the terms of the product's warranty and the Contractor is responsible for working with the manufacturer on behalf of the Purchasing Entity to resolve the problem.

2) Products that are inoperable when delivered. For any product that is wholly inoperable when delivered, customers will call Technical Support at 800-978-2737 option 4. Technical Support will determine if it is appropriate to offer the following options:

a. Replacement. The same product that was ordered will be shipped at Contractor's expense. A Sales Support Representative will contact the Purchasing Entity or designee within 24 hours with the replacement product delivery time, and the process to return the inoperable product.

b. Service. The product may be repaired; however, once serviced the product is no longer eligible for replacement.

3) Products Lost or Damaged in Transit. Axon will issue credits or replace products returned due to damage in transit or that are lost in transit.

4) Claims and Payment Process. For all products damaged or lost in transit in any week of the quarter, Purchasing Entity must notify Sales Support representative at 800-978-2737 option 2.

DocuSign Envelope ID: 8731AECE-EEF6-4A24-8DC2-407BC67A849BDocuSign Envelope ID: 478326E2-3E8B-4176-92BC-BB4E7A710CC7 tel:8009782737 http://www.axon.com/ tel:8009782737

PARTICIPATING ADDENDUM

NASPO ValuePoint

Public Safety Video Systems OK-MA-145-015

Lead by the State of Oklahoma (hereinafter "Lead State")

EXHIBIT C – Axon, formerly known as Taser

Participating Entity Contract #505ENT-O18-SAFETYVIDE0-04

C. Escalation Process. Customer escalations and resolution are listed below.

Procedures for addressing and resolving customer problems and complaints vary depending on the nature of the issue.

1) Consumer/Business Support. 800-978-2737 option 3 provides telephone support when your product is within its warranty/software support period. Otherwise, per incident, support may be purchased. Representatives are available to assist customers 24/7/365. Customer service representative will collect the product serial number or agreement number.

2) Service Provider Support. 800-978-2737 option 3 provides customer support with a valid service account number. Representatives are available to assist customers 24/7/365). Be prepared to provide your service account number.

3) Customer Relations. 800-978-2737 option 3 customer service in solving complex, sensitive issues.

DocuSign Envelope ID: 8731AECE-EEF6-4A24-8DC2-407BC67A849BDocuSign Envelope ID: 478326E2-3E8B-4176-92BC-BB4E7A710CC7 tel:8009782737 tel:8009782737