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10. Support Channels and Hours <br />10.1 Support portal, open 24 hours a day, 7 days a week: vettedsecuritysolutions.com/support. <br />Customer may raise a ticket or read knowledge articles at any time. A confirmation email with a ticket <br />number is issued on submission, and Customer is notified when the ticket is updated or closed. <br />10.2 Staffed support, 8:00 a.m. to 5:00 p.m. Eastern Time, Monday through Friday, excluding legal holidays: <br />(727) 440-3245 ext. 1. References in this Agreement to staffed hours mean these hours. <br />10.3 Remote support is delivered using an industry -standard remote access tool, used at VSS's discretion in <br />coordination with Customer. Details are available on request. <br />10.4 VSS will designate a named service contact for SIBPD and will notify Customer in writing of any change. <br />11. Customer Responsibilities <br />11.1 Provide safe and timely access to all equipment locations, including keys, escorts, credentials and any <br />site -specific safety induction required. <br />11.2 Maintain remote network access sufficient for VSS to reach the recording infrastructure and connected <br />devices, including VPN accounts and firewall rules. VSS cannot meet Section 7 or perform Section 8 <br />without it. <br />11.3 Maintain commercial power, network connectivity and internet or cellular service to all equipment <br />locations. Cellular connectivity to mobile data computers for real-time LEARN access is provided on <br />Customer -supplied cell cards. <br />11.4 Report faults through the channels in Section 10 rather than to individual technicians, so that response <br />times are measurable and issues are not lost. <br />11.5 Maintain all software licenses, subscriptions and license key (CLK) renewals directly with the <br />manufacturer. These appear on VSS quotations for budgeting purposes only. <br />11.6 Notify VSS before adding, removing, relocating or reconfiguring any equipment on the covered systems. <br />11.7 Maintain property insurance appropriate to the exposures in Section 6.1, and notify VSS promptly of <br />any loss so that assessment and claim documentation can be arranged. <br />12. Data, C]IS and Confidentiality <br />12.1 All video, image, license plate, log and configuration data on the covered systems is and remains the <br />property of Customer. VSS acquires no right in it and will access it only as necessary to perform the <br />Services. <br />12.2 VSS personnel assigned to the account will meet the screening and training requirements of the FBI <br />OIS Security Policy as applicable to the systems they access, and VSS will provide evidence of <br />compliance on request. VSS will execute a OIS Security Addendum where Customer requires one. <br />12.3 Any storage media removed from Customer equipment is sanitized or destroyed to Customer's written <br />direction, and VSS will provide confirmation. <br />12.4 Neither Party will disclose the other's confidential information, including camera locations, system <br />configuration and deployment detail, other than as required by law, including but not limited to, <br />Chapter 119, Florida Statutes. <br />13. Termination, Suspension and Non -Appropriation <br />VETTED SECURITY SOLUTIONS Service agreement City of Sunny Isles Beach Page 5 of I <br />244 <br />