Standard Maintenance Agreement Our Standard Maintenance Agreement offering will provide protection and coverage for your entire Mitel Communications Network, Repartee Voice Mail System, and all related hardware, software, telephones, and all miscellaneous components, for routine failures and maintenance, including all parts and labor, as follows: The agreement covers the equipment and systems located at all of your covered and named locations. The agreement provides the assurance of the needed repair parts and necessary technical resources when called upon. The agreement provides Priority Response over our non-maintenance agreement customers. The agreement will commence on a mutually agreed upon and acceptable date, for a term of Monthly, Quarterly, Annually, or Multiple Extended Years. The agreement will automatically renew at the end of any given contract term, at Verge’s then current rate, for an additional like term, unless canceled in writing. Verge agrees it will not increase the Maintenance Rate greater than (12%) per annum, and it reserves the right to increase the rate at any given contract term renewal for any additional equipment that may have been added during the current term. (During any given contract period, no additional charges will be added for any equipment added to the system by Verge, during the said Maintenance term.) The agreement specifically excludes coverage for UPS Power Supplies, Headsets, Batteries, Cable and Wiring, and all other disposable and miscellaneous components. The agreement includes all repairs and maintenance, including parts and labor, required as a result of normal wear and tear and system failures, and is supported by the exclusive Mitel trained technical service organization, Verge Network Solutions, Inc. (Acts of God, Misuse, and Abuse are excluded.) Verge agrees to provide a response to emergency service requests within two (2) hours during normal business hours. Emergency service response outside of normal business hours will be delivered on a “best efforts basis” and will be charged at our normal overtime labor rates (currently $127.50 per hour) with a four (4) hour minimum. Business hours are defined as Monday through Friday, 8:00 a.m. to 5:00 p.m., holidays excluded. (Emergency is defined as any failure of the system which generates a system Major Alarm.) Verge agrees to respond to requests for normal repairs within twenty-four (24) business hours. The agreement includes normal core system software upgrades to the Mitel Systems, assuming the software is current at commencement of the agreement. Terms and Conditions Full Service Maintenance Agreement In addition to the coverage and benefits provided by the Standard Maintenance Agreement, Verge offers a Full Service Maintenance Agreement which delivers all of the benefits and support provided under the Standard Maintenance Agreement, and includes the following additional services and protection: Verge agrees to provide a response to emergency service requests within four (4) hours outside of normal business hours. Business hours are defined as Monday through Friday, 8:00 a.m. to 5:00 p.m., holidays excluded. (Emergency is defined as any failure of the system which generates a system Major Alarm.) Verge agrees to provide all minor programming changes it performs remotely at no additional charge. (Minor is defined as those changes that Verge deems are non-serve effecting and that can be accomplished in thirty (30) minutes or less.) The Full Service Maintenance Agreement includes support for all associated problems caused by telecommunications services, such as Sprint, Southwestern Bell, Cox Communications, and other network providers. Verge will provide additional Station User Training classes, as may be requested, at no additional charge, at the rate of one (1) class per calendar quarter of Maintenance purchased. Verge will provide eight (8) hours of Consultative and/or Professional Services at no additional charge, for every calendar quarter of Maintenance purchased. Verge offers a variety of Maintenance Agreement terms and rates to meet every customer requirement. Terms and Rates include Monthly, Quarterly, Annual , as well as Multiple Extended Years terms, all of which are pre-paid in advance of the respective term. Rates are discounted according to the term length and payment method selected, providing significant savings for extended commitments. For more information or a customized quotation please contact us at (877) 782-8400 or Sales@VergeNetwork.com | 
