Standard
Support Agreement Our Standard
Support Agreement offering will provide protection and coverage for your entire Communications Network, 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-support 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
rates 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
Support 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 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 $175.00 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, assuming the software is current at commencement of the agreement. Terms and Conditions Full Service
Support Agreement In addition to the coverage and benefits provided by the Standard
Support Agreement, Verge offers a Full Service
Support Agreement which delivers all of the benefits and support provided under the Standard
Support 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
Support Agreement includes support for all associated problems caused by telecommunications services, such as Sprint,
AT&T, 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
Support purchased. Verge will provide eight (8) hours of Consultative and/or Professional Services at no additional charge, for every calendar quarter of
Support purchased. Verge offers a variety of
Support 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. | 
