Last updated: July 2024

Axon - Service Level Agreement 

This Service Level Agreement (SLA) identifies the Axon Service Offerings and the expected level of services between Axon (Axon, us or we) and users of Service Offerings (Customer or you). Unless otherwise provided in this SLA, this SLA is subject to the terms of the purchase agreement, or other similar agreement, if any, between Axon and Customer. This SLA applies separately to each Customer using Service Offerings. By using Service Offerings, you agree that you understand this SLA and you accept and agree to be bound by the following terms and conditions. Axon reserves the right to update and change the terms of this SLA. When we post changes, we will revise the “last updated” date at the top of this page. If there are adverse material changes to this SLA, we will inform you by directly sending you a notification. 

1. Axon Cloud Services Commitment

A. Definitions

• “Axon Cloud Services” means Axon’s web services, including but not limited to, Axon Evidence, Axon Records, Axon Dispatch, FUSUS services and interactions between Axon Evidence and Axon Devices or Axon client   software.   Axon Cloud Service   excludes   third-party   applications,  hardware   warranties,   and my.evidence.com.

• “Downtime” means periods of time, measured in minutes, in which the Service Offering is Unavailable to you. “Downtime” does not include Scheduled Downtime and does not include Unavailability of the Service Offering due to limitations described under the section Exclusions.

• “Incident” means a disruption of Service Offerings during which the Customer experiences Downtime.

• “Maximum Available Minutes” means the total amount of accumulated minutes during a Service Month for the Service Offering.

• “Monthly Uptime Percentage” means (Maximum Available Minutes - Downtime) / Maximum Available Minutes * 100.

• “Scheduled Downtime” means periods of time, measured in minutes, in which the Service Offering is unavailable to Customer, which fall within scheduled routine maintenance or planned maintenance timeframes.

• “Service Month” means a calendar month at Coordinated Universal Time (UTC).

• “Service Credits” means credits received by users of Service Offerings in the event that the service level objectives are not achieved.

• “Service Offerings” means all Axon Evidence services provided by Axon pursuant to this SLA.

• “Unavailable” and “Unavailability” means a situation where the Service Offering does not allow for the upload of evidence files, viewing of evidence files or interactive login by an end-user. 

B. Service Level Objective

Axon will use commercially reasonable efforts to make the Service Offerings available 99.99% of the time. Guaranteed service level & Service Credits:

C. Requesting Service Credits

In order for Axon to consider a claim for Service Credits, you must submit the claim to Axon Customer Support (https://www.axon.com/contact) including all information necessary for us to validate the claim, including but not limited to: (i) a detailed description of the Incident; (ii) information regarding the time and duration of the Incident; (iii) the number and location(s) of affected users (if applicable); and (iv) descriptions of your attempts to resolve the Incident at the time of occurrence.

D. Terms

Axon must receive the claim within one month of the end of the month in which the Incident that is the subject of the claim occurred. For example, if the Incident occurred on February 12th, we must receive the claim and all required information by March 31st.

We will evaluate all information reasonably available to us and make a good faith determination of whether a Service Credit is owed. We will use commercially reasonable efforts to process claims during the subsequent month and within forty-five days of receipt. You must be in compliance with all Axon agreements in order to be eligible for a Service Credit. If we determine that a Service Credit is owed to you, we will apply the Service Credit to the end of your Service Offering subscription term. Service Credits may not be exchanged for or converted to monetary amounts.

E. Exclusions

This SLA does not apply to any unavailability, suspension or termination of the Service Offerings, or any other Axon Evidence performance issues: (a) caused by factors outside of our reasonable control, including any force majeure event, terrorism, sabotage, virus attack or Customer internet access and related problems beyond the demarcation point of the Service Offerings (including Domain Name Server issues outside our direct control); (b) that result from any actions or inactions of you or a third party; (c) that result from your communication delays, including wrong, bad or missing data, improperly formatted, organized or transmitted data received from you, or any other data issues related to the communication or data received from or through you; (d) that result from your equipment, software or other technology and/or third party equipment, software or other technology (other than third party equipment within our direct control); (e) that result from any maintenance as provided for pursuant to this SLA; (f) failure to adhere to any required configurations, use supported platforms, and follow any policies for acceptable use; or (g) arising from our suspension and termination of your right to use the Service Offerings in accordance with the agreement for the provision of Axon Evidence between you and Axon. 

F. Service Maintenance

• Maintenance periods may periodically result in the Service Offerings being Unavailable to you. Downtime falling within scheduled routine or planned maintenance is Scheduled Downtime and is not eligible for Service Credits.

• Emergency maintenance may have less than a 24-hour notification period. Emergency maintenance may be performed at any time, with or without notice as deemed necessary by Axon. Emergency maintenance falling outside scheduled routine or planned maintenance is eligible for Service Credits. 

• Axon will make available updates as released by Axon to the Axon Cloud Services. The Customer is responsible for maintaining the computer equipment and internet connections necessary for use of Axon Cloud Services.

F.1 Planned Maintenance

Axon may schedule and plan maintenance windows outside of the timeframes detailed in “Scheduled Routine Maintenance”.

F.2 Scheduled Routine Maintenance: We encourage you to review the most current version of the Axon Cloud Services Maintenance Schedule by visiting:

https://www.axon.com/products/axon-evidence/maintenance-schedule. 

F.3 Emergency Maintenance

Patches and emergency releases are used to deliver ad-hoc application fixes and are typically seamless to customers. Whenever possible, patches and emergency releases are deployed during off-peak hours and without Downtime. Emergency releases are conducted on an as-needed basis and can occur any day of the week.

F.4 Notification of Maintenance

Notification of upcoming routine maintenance is not provided in advance unless there has been a change to the Scheduled Routine Maintenance. Approximately one (1) week prior to the routine maintenance, release notes are provided to Axon Evidence customer administrators.

If planned maintenance is required, Axon will communicate via email to Axon Evidence Customer administrators at least one (1) week in advance.

In the event of scheduled routine or planned maintenance that requires customer action (e.g. updating network settings), Axon will communicate via email at least sixty (60) days prior to the maintenance. Please Note: If emergency maintenance that requires customer action is necessary, Customers may be notified less than one (1) week in advance.

G. Axon Device Firmware Updates

Firmware updates and enhancements to Axon devices are pushed from Axon Cloud Services. Customer interaction is not required. Updates are retrieved, installed and validated during the normal device charging and data transfer process. Firmware updates are systemically rolled out to customers in waves.

2. Customer Support Response Commitment

Axon has implemented Incident response policies and practices for Axon devices and Axon Cloud Services, which follow industry best practice standards.  Axon reserves the right to change the terms of these response policies. 

A. Definitions

• “Business Day” means Monday to Friday 09:00-17:00 based on your location, excluding public holidays

• “BOD” means the Board of Directors

• “Incident” means a fault related to an Axon product or Axon Cloud Services experienced by the Customer. 

• “Targeted Response Time” means the target timeframe for Axon to respond to Customer and/or escalate the Incident within the “Axon Customer Support Solution”. 

• “Targeted Resolution Time” means the target timeframe for the full resolution of the Incident. It excludes time delays caused by Customer or third parties outside of Axon’s reasonable control. 

• “Workaround” means a method for overcoming an Incident allowing the Customer to operate the core function of Axon devices and/or Axon Cloud Services. 

• “Incident Classification“for incidents (unplanned outages), the ticket is classified as an "incident"

B. Technical support Service Scope

The following Comprehensive Support Services are covered by this Agreement: 

• Telephone, E-mail and Web Conferencing tool (Zoom) based remote desktop assistance during regular business hours.

• Assistance to the customer depending on the Error Severity Level (See ESL Definition below) to troubleshoot the purchased equipment to determine if hardware or software is defective when they are under support warranty. 

• If Axon hardware is deemed to be defective, the customer will be requested to return the hardware as soon as possible via the RMA process (Section 3) who will diagnose, repair, and return the hardware.

• Axon will maintain case record tracking of all customer issues. 

• Emergency Onsite assistance (extra costs apply) depending on the Severity Level.

• Axon support will be available 24/7/365 for all severity 1 and severity 2 technical and product related issues and for major incidents. All severity 3-5 issues submitted, out of core business hours, over the weekend or Public Holidays will be addressed on the next business day. If the severity is unknown by the users at the time of the issue, Technical support will help assign a severity during troubleshooting.

• Unless otherwise specified, 24/7/365 support is provided in English

 C. Customer Requirements

Customer responsibilities and/or requirements to obtain quick, professional, comprehensive support from Axon include:

• Reasonable availability of customer representative(s) when resolving a service-related incident or request. 

• Provide all necessary cooperation and all necessary access to such information as may be required by Axon Support, to render the Services, including but not limited to customer’s data, security access information, and configuration services. 

• A prompt and complete description of issues when encountered, including software, hardware, or other if known

• Redaction of sensitive footage, audit logs, screenshots to allow for escalation to engineering or product for troubleshooting purposes. 

D. Service Availability

Coverage parameters specific to the service(s) covered in this Agreement are as follows: 

• Telephone support: Please refer to Telephone support table below

• Calls received out of office hours are forwarded to our follow the sun service who who support our real time operations 24/7.

• Customer calls may be picked up by non-residents of the origin of the call. If there are any compliance concerns around data sovereignty, customers are required to specify any concerns during the call to ensure calls can be routed to a resident of the country where the agency is located. 

• Email support: Monitored 09:00 to 17:00 Monday – Friday (based on your geography)

• Emails received outside of office hours will be collected and generally monitored and best efforts are made, however contacting the customer cannot be guaranteed until the next working day.

• If the transfer of audit logs, sensitive video footage, or other sensitive information to an Axon representative located outside the geographical origin of the call is necessary for technical support, permission will be requested prior to sharing any information.

• Onsite support can be arranged for issues requiring direct assistance and where an internal representative not available, will involve additional costs on a per day basis with travel, travel days, lodging, and meal expenses if not included in your contract

• SLAs for incidents requiring onsite assistance may vary based on site availability, access, representative availability on site. If SLAs are not met due to events out of Axon’s control, Service credits will not apply on any breached targets 

• Unless otherwise specified in your contract, all out of hours support is provided in English via email and telephone.

E. Axon Support Channels

Axon Resource Centre: https://my.Axon.com 

Email: [email protected] 

Telephone Support: 

F. Incident Classifications and Response Times

1. Table below outlines the targeted response and resolution times across different Severity levels.

2. Relief Time means either Axon have resolved the issue or provide a suitable workaround to allow business to continue. Customer shall reasonably self-diagnose each Incident and recommend to Axon an appropriate severity level designation. Axon shall validate your severity level designation or notify you of a proposed change to a higher or lower level with justification for the proposal. In the event of a conflict regarding the appropriate severity level designation, each party shall promptly escalate such conflict to its management team for resolution through consultation between the parties’ management, during which time the parties shall continue to handle the Incident support in accordance with Axon’s severity level designation. In the rare case a conflict requires a management discussion, both parties shall be available within one hour of the escalation.

3. Resolution of hardware related faults will be immediate if Axon Body camera devices are hot swapped and then replenished back into contingency stock through Axon’s RMA process.

4. For Customers with different levels of Incident classification such as Critical, High, Medium and Low, Axon will recognize this and map your severity levels against Axon’s severity levels based on the targeted response time and resolution time closest representative timeframe For example, if Critical has a resolution time of 2 hours, it will be classed as Severity 1. If High has a resolution time of 24 hours, it will be classed as Severity 2. 

*For Severity 1 and 2 Issues, a phone call report of the issue Is necessary to meet the targeted response time 

**If a future date for resolution is provided, update communication will cease except. the resolution to your issue which will be fixed in the next firmware update on XX/XX/XXXX 

*** If the request is related to a Feature Request/Enhancement the support case will be closed once the feedback has been passed to Axon Production Management

**** Frequency of updates refers to the updates that Axon will provide to the Customer Relief Time means either Axon has resolved the issue or provided a suitable workaround to allow business to continue.

G. Incident Lifecycle Management 

G.1 Incident Lifecycle All incidents will move through the following stages. Only Sev 1 and Sev 2 incidents will include a Root Cause Analysis 

• Active - Detected 

• Active - Under Investigation 

• Active - Mitigation in Progress 

• Mitigated 

• Mitigations are verified successful 

• Resolved 

• RCA Reviewed 

• Closed 

G.2 Notification overview 

Every incident has a Customer Support Point of contact who is responsible for handling the dissemination of potential threats and actual incidents. This person works with all stakeholders to get the information they need to notify customers of any incidents or threats. The frequency of notifications is defined by the severity. All incidents will have an initial response, follow up, and resolution based on agreed SLAs

G.3 Severity response communication method

Sev 1 and Sev 2 The primary communication mechanism will be via email. All incidents will have an initial response, follow up, and resolution based on agreed SLAs Sev 3 The preferred communication mechanism for Sev 3 incidents will be either via a banner in the app or via email. Customer Support PoC will determine the means and content of the communication. If only a single customer is affected, an appointed member of Axon will contact the agency directly via email or phone, whereas if the impact is wider, utilizing the banner or a group email will be more applicable. All incidents will have an initial response, follow up, and resolution based on Axon’s incident response SLAs 

G.4 Notification data Axon will provide a breakdown of the issue, including but not limited to: 

• Outage/degradation start time 

• Outage/degradation end time 

• Root cause 

• Fixes put in place

Users must be configured as admins in evidence.com and whitelist Axon to ensure successful delivery of email notifications. If any custom roles have been enabled in your organisation, users must have the required notification feature flags enabled in their applicable role.

G.5 Post mortem process As part of our governance, a full investigation will be completed to determine the root cause of the failings and users will be notified of the cause and proposed remedial actions. These remedial measures will then be monitored to ensure the SLAs, KPIs and Customer Success deliverables are meeting your expectations, and will be provided with weekly reports of performance until it is back on track.

G.6 Root Cause AnalysisWhere a Root Cause Analysis is required, we would undertake an After-Action Review process. Axon may not know the true original root cause of the incident and may not have made permanent fixes.

G.7 After Action process The Incident Commander (IC) initiates the Root Cause Analysis process and sets a date for completion and review of the RCA. The RCA includes an incident timeline, User impact, a review of the incident response, investigation into the root cause of the incident, and assignment of corrective action items with appropriate priority levels. When the RCA is complete, the IC will review it with the incident response team. The RCA report will not be closed until all outstanding actions have been completed. The RCA will then be archived for future reviews but no longer active. To ensure we adhere to best practice and our continuous improvement methodology we will do a post-analysis review and implement any remedial action to improve our processes on future projects. All Service Desk employees are required to review these documents during their on-boarding process and during quality control checks of calls and tickets and are graded as to how well they adhered to the stated policies.

G.8 Escalation protocols

Tier 1 Support: 

1. Initial Support Contact: When a user or customer encounters an issue, they typically reach out to the Tier 1 support team via phone, email, or a ticketing system. 

2. Issue Assessment: The Tier 1 support team performs initial diagnostics and troubleshooting to resolve the problem. They utilize a knowledge base and predefined solutions to address common issues. 

Tier 2 Support: 

1. Escalation Criteria: If the issue is more complex or cannot be resolved by Tier 1, it is escalated to Tier 2 support. 

2. Specialized Support: The Tier 2 support team comprises more experienced and knowledgeable technicians with expertise in specific areas. They handle more intricate or escalated issues that require in-depth analysis and troubleshooting. 

3. Collaboration with Tier 1: Tier 2 support may collaborate with Tier 1 to gather additional information or to understand previous troubleshooting steps taken. 

Engineering: 

1. Escalation to Engineering: If the issue requires changes to the product's codebase or fundamental architectural adjustments, it may be escalated to the engineering or development team. 

2. Issue Resolution: The engineering team investigates the problem and develops a fix 

3. Communication and Feedback: The resolution is communicated back to Tier 2 support, and the feedback loop ensures that knowledge is shared for future cases. The Tier 1 team may also be informed of the resolution for their understanding.

Escalation

G.9 Exclusions

This Customer Support Response Statement does not apply to any unavailability, suspension, or termination of the Service Offerings caused by all the exclusion events under Part 1 of this document, nor to services or hardware not within Axon’s control. Hardware warranty will be dependent on Customer’s specific agreement with Axon and levels covered. Please see Part 3 for “Return of Merchandise Authorisation”.

3. Axon Support Equipment Policy

Axon Support are to use Axon supplied equipment to provide technical support. Our stringent security protocols and measures are designed to safeguard against unauthorized access, data breaches, and other cyber threats within Axon. Using Axon equipment ensures that our network remains secure and protected from potential vulnerabilities that may arise from incompatible or unverified devices.

If Remote access is restricted within your environment, Axon mandates the setup of a jump server or any other access solution. This configuration permits Axon to utilize remote tools to access the servers hosting Axon’s software, ensuring seamless troubleshooting capabilities while maintaining security standards.

In cases where remote access is not feasible for troubleshooting purposes, field support may be necessary. Please note that field support may incur additional costs, which will be communicated and agreed upon during the contract stage.

Return of Merchandise Authorisation (RMA) 

The Axon Evidence Device Return Service provides Customers with the ability to manage return merchandise authorization (RMA) requests within Axon Evidence.com. Authorized users will be able to create, update, save, submit, and track device returns for their agency in one place. The hardware warranty will be dependent on the Customer’s specific agreement with Axon and levels covered.

The Axon Return Service provides Customers with the ability to manage return merchandise authorization (RMA) requests within Axon Evidence.com or MyAxon.com. Authorized users will be able to create, submit, and track device returns for their agency in one place. The hardware warranty will be dependent on the Customer’s specific agreement with Axon and levels covered.

Axon aims to have replacement devices shipped to the Customer within 72 hours of receipt of the faulty device (excluding weekends or public holidays). Due to regulations by Country this may take up to 14 days for a shipment to be sent. 

Targeted Replacement Time:

Axon aims to have replacement devices shipped to the Customer within 48 hours of receipt of the faulty device (excluding weekends or public holidays).

Exclusions

The Return of Merchandise Authorisation does not apply to services or hardware not within Axon’s control. Axon’s customer support will provide detail on return times as soon as possible to the Customer’s point of contact.

N.B. Tasers (conducted electrical devices) are not covered under the terms of this Return of Merchandise Authorisation. Customers are requested to contact Customer support directly to report a faulty Taser device.