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Acknowledgement Within four (4) staffed hours. Diagnosis Analysis of cause provided within seventy-two (72) hours. Remote resolution Attempted first in all cases where the fault permits it. Onsite scheduling Where an onsite visit is required, scheduled within five (5) business days of diagnosis, at a time agreed with Customer. Repair completion Within fourteen (14) business days of diagnosis, subject to parts availability and the manufacturer's RMA timelines. Escalation Any issue open beyond the repair window is escalated to the VSS service manager, who provides Customer with a written status and a revised date. VSS will complete repairs to specification using OEM parts or the current market equivalent. Service levels are suspended during a declared state of emergency affecting Miami -Dade County and resume when the declaration is lifted. 8. Quarterly Remote System Health Review 8.1 Once each calendar quarter VSS performs a remote review of the recording infrastructure and connected devices recorded at Exhibit A. The scope is at Exhibit C. 8.2 VSS issues a written report within ten (10) business days of each review, identifying any condition requiring attention together with a quotation for any recommended work not covered by this Agreement. 8.3 The review is read-only. VSS will not apply firmware updates, configuration changes or license changes as part of it. Any such work is scheduled separately with Customer's approval. 8.4 The review depends on VSS holding working remote access under Section 11.2. Where remote access is unavailable for a full quarter through no fault of VSS, that quarter's review is forfeited without credit, or may be performed onsite as billable work at Customer's election. 9. Billable Work Rates are at Exhibit B.3. 9.1 Legacy Equipment replacement labor. Diagnostic and troubleshooting labor on Legacy Equipment is covered by the annual fee. Labor to remove a failed item of Legacy Equipment and install its replacement is billable. 9.2 Excluded work. Any work arising from a cause listed in Section 6. 9.3 Unfounded service calls. Where VSS is dispatched onsite and no fault is found, or the fault lies outside the covered systems. 9.4 After-hours work. Work performed at Customer's request outside staffed hours or on a legal holiday, whether or not the underlying work would otherwise be covered. 9.5 Advance approval. VSS will not perform billable work without a written quotation accepted by Customer and, where Customer's procurement rules require one, a purchase order. Emergency work may proceed on Customer's written authorization with the quotation to follow. 9.6 Onsite billable labor is charged in a minimum increment of two (2) hours and in half-hour increments thereafter. VETTED SECURITY SOLUTIONS Service Agreement City of Sunny Isles Beach Page 4 of 11 243