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Government Sales Addendum to ConectUS Sub-Agent Agreement

1. This Addendum modifies and supplements the current Sub-Agent agreement (the "Agreement") concerning Government Sales.
2. The parties agree that wherever there is any conflict between this Addendum and the Agreement, the provisions of this Addendum will control and the Agreement will be construed accordingly.
3. Notwithstanding any terms in the Publication Agreement to the contrary, ConectUS and Sub-Agent agree to the follows:

3.1. Customer Segmentation Guidelines. Certain unique situations within Verizon’s customer segmentation require special consideration when working within the Program.

3.2. Government Entities. Program Member may not sell VZW Service or VZW Equipment to any eligible Government Entity without an approved Deal Registration. Any sale of VZW Service or VZW Equipment by Program Member to eligible Government Entities must be to eligible State and Local Government Entities under the NASPO agreement. Program Member may not sell VZW Service or VZW Equipment to Government Entities under any other public sector or government procurement agreement. Program Member may provide Referrals for VZW Services to VZW for eligible Government Entities. All sales and/or Referrals to Government Entities shall be in accordance with the Rules of Engagement hereunder.

3.3. Government Entities (Education and Libraries). As to a potential Customer who is an educational Entity or library, note that engagement in sales and marketing activities is limited as follows and as otherwise set forth in Section 1.5 herein: 1.5.2.4.1. Private and public higher education institutions are generally permitted for engagement by Program Member for purposes of sales and marketing activities under this Section and the Agreement; provided that with respect to public higher education institutions, Program Member shall comply with any laws, regulations and prohibitions that may apply to the applicable public sector jurisdiction as set forth herein.

3.4. Except if expressly accepted by Verizon by the process described in an E-Rate Addendum to this Section, the following categories are specifically excluded from eligibility for sales and marketing activities by Program Member, and shall be considered “Restricted Accounts” under this Agreement: (a) private or public K-12 educational institutions (schools, school districts, etc.); (b) private or public libraries; (c) any other entities (including those that provide non-traditional K-12 educational services, such as Head Start, pre-kindergarten, and juvenile justice programs, and an educational or library consortium), that are eligible to participate in the E-Rate program (the Schools and Libraries Program of the Universal Service Fund, which is administered by the Universal Service Administrative Company (USAC) under the direction of the FCC) for any products or services of Verizon marketed by Program Member under this Agreement.

3.5. Group Purchasing Organizations (GPOs). Program Member may actively enroll new and existing customers in select GPO contract vehicles. Program Member may also assist existing GPO Customers with an active profile for Services such as add-a-line (AAL) and upgrade transactions.

3.6.  Wholesale Accounts (VPS) consist primarily of telecommunication service providers that are served by Verizon’s innovative solutions and network. Wholesale accounts are not part of the Program at this time.

3.7. Sales Engagement Guidelines. The following sales engagement guidelines assist in governing interactions between Verizon and Program Members: 1.5.3.1. Program Member will only Sell VZW Service and VZW Equipment to Authorized Accounts limited to Corporate Liable Numbers;

3.8.  Program Member will only Sell B2B Plans and Optional Services that are available by VZW for Program Member to Sell to Authorized Accounts, at the rates set forth by VZW;

3.9. Program Member shall not: Sell VZW Service or VZW Equipment to any individual consumer Customer (including Employee Liable), Enterprise Customer Account (without an approved Deal Registration), eligible Government Entity (without an approved Deal Registration), or to any current or prospective Business Market Account that shows meaningful engagement by any VZW distribution channel, as defined in these Rules of Engagement and any other documentation provided to Program Member, without the prior written consent or approval of VZW; or

3.10. Directly or indirectly, approve any orders for VZW Service and/or Equipment as a special point of contact, or such other capacity, on behalf of an Authorized Account unless otherwise authorized by VZW in writing.

3.11. The Business Agent business model supports SMB, Enterprise Customers and eligible Government Entities in accordance with the requirements set forth in this Program Manual.

3.12. The Program Member is responsible for confirming the Verizon-assigned account segment for each Customer via the PRM.

3.13. Program Members working in the Business Agent business model are required to register all “opportunities”. Enterprise Customer Accounts, Government Entity Accounts, and SMB Customer Accounts with open opportunities that have been open for 180 calendar days or less, further require Deal Registration in PRM.

3.14. Program Member will only sell Postpay Service and VZW Equipment to Authorized Accounts, at the rates set forth by VZW. Program Member may not sell Cards, EasyPay Service, Phone in Box (PIBs), or any Prepay Services, or any Service or Equipment not offered by VZW.

3.15. With respect to specific accounts, the following guidelines apply:

3.16. SMB Customer Accounts. Program Member will be in direct competition with the Direct Distribution Channel. An approved Deal Registration may be required for certain SMB Customer Accounts as outlined in these Rules of Engagement. The Program Member shall provide the following support services: (a) proactively provide reliable, current information, (b) accurately describe geographic coverage and roaming arrangements, (c) directly or indirectly Sell Equipment and, if applicable, warranty service, (d) assist in programming VZW Equipment and answer questions regarding VZW Equipment features and functions, (e) educate new and existing Authorized Accounts on Optional Services, (f) maintain reasonable business hours, (g) cooperate with VZW in resolving Subscriber complaints, and (h) provide such other services and support as VZW may reasonably request, from time to time.

3.17. Enterprise Customer Accounts. Program Members selling into Enterprise Customer Accounts must submit a Deal Registration in PRM. Upon approval of the Deal Registration, Program Member can team with the VZW sales representative assigned to the Enterprise Customer Account from the Direct Distribution Channel.

3.18. Government Entity Accounts. Program Member must take, complete and follow all onboarding processes generally applicable under the Verizon Partner Program and specific to any Customer that is a Government Entity. In addition, before submitting a Sale for any Customer that is a Government Entity, Program Member must follow the Deal Registration approval process and receive approval of the Deal Registration prior to submitting such Sale. No Sale to a Customer that is a Government Entity will be accepted by Verizon without an approved Deal Registration nor will such Sale be eligible for Fees under this Agreement. Deal Registration is not required for Program Member to provide Referrals for VZW Services to VZW for eligible Government Entities.

3.19. Verizon may, from time-to-time and at its sole discretion, provide to Program Member leads of Customers or potential Customers who may be interested in Verizon Services. The provision of any such lead(s) does not constitute and will not be deemed as Verizon’s approval of such Customers or potential Customers. Program Member will be under no obligation to solicit the Customers or potential Customers provided by Verizon, however, Program Member will not sell to such Customers or potential Customers a competing telecommunications service and will not allow Program Member’s agents, subagents, independent contractors or representatives to sell to such Customers or potential Customers a competing telecommunications service, provided that Verizon can provide a substantially similar telecommunications service to such Customer or potential Customer.

3.20. Eligible Government Entities. If specifically approved in writing by Verizon to sell and/or refer Verizon Services to Government Entities, Program Member may only sell, or submit Referrals to VZW for sales by VZW, to eligible Government Entities. 1.5.4.1. If Verizon authorizes Program Member the rights to sell, or submit Referrals to VZW for sales by VZW, Verizon Services to eligible Government Entities, Program Member must identify and ensure compliance with any laws, regulations, and prohibitions that may apply within the jurisdiction in which sales or Referral activity will take place and/or that may apply to Government Entities, including, but not limited to, the requirements identified in this Section 1.5.4.

3.20. Program Member represents and warrants that it is (and will remain, during the term of the Agreement) fully familiar with, and will comply with the requirements as set forth in this Section 1.5.4, in addition to all other terms and conditions of the Agreement.

3.21. Improper Influence. Program Member agrees that it will not use any improper influence (and avoid the appearance of the use of improper influence) in connection with the performance of any activities to attempt to obtain business from Government Entities. For example, Program Member will not attempt to induce a government official to act on any basis other than those set forth in a relevant solicitation, as permitted by contract, or as otherwise permitted by law. Program Member shall comply with Federal Acquisition Regulation (“FAR”) 52.203-13 when engaging in activities related to federal Government Entities.

3.22. Bona-Fide Agent Qualification. Program Member shall conduct its business and operations in a manner that ensures Program Member will qualify as a “bona-fide agent” as defined in the FAR § 52.203-5 Covenant Against Contingent Fees and in any applicable state or local laws or regulations. Generally, a “bona fide agent” is an established commercial or selling agency, maintained for the purpose of securing business, with an ongoing relationship with Verizon and not a one-time arrangement, with knowledge of, and compliant with, Verizon’s Verizon Partner Program business and offerings.

3.23. Personal/Business Relationships. Program Member agrees to disclose in writing to Verizon whether any Program Member employee (“Disclosing Employee”) has or has had in the preceding three (3) years either (a) a personal or familial relationship (such as member of immediate family or household, or a close personal relationship); or (b) a business relationship (such as joint ownership, shared membership on a board of directors or trustees or similar position, or employment) with any Government Entities with whom Program Member engages in sales or marketing activities under the Agreement. Any Disclosing Employee who currently has, or has had such personal, familial or business relationship(s) with a Government Entity is prohibited from engaging in any sales or marketing activity for Verizon and submitting Referrals for such Government Entity under the Agreement unless and until Verizon provides Program Member with written approval for Disclosing Employee to engage in such activity.

3.24. No Collaboration on Solicitations with Government Entities or other Program Members. Program Member warrants that it has not and will not engage in sales or marketing activities and will not submit Referrals for any Government Entity opportunity when there is an actual or potential conflict of interest. A conflict of interest is created when Program Member helps a Government Entity develop a bid solicitation, participates in the evaluation or award process, or prepares specifications for a request for submissions (e.g. RFP). A conflict of interest also can result if Program Member has or obtains information that would create an unfair competitive advantage. In addition, Program Member cannot collaborate with a Program Member or other Verizon team to submit a “standard” or “token” bid on an opportunity (i.e., a bid designed to have the appearance of genuine competition but is, in fact, not intended to be competitive).

3.25. Lobbying. Any contact, communication or activity involving government personnel for the purpose of influencing a procurement matter (including normal sales and marketing activities) may be considered lobbying. Lobbying laws exist at the federal, state and local level. The details of these lobbying laws differ markedly. Generally, each law defines “lobbying” and “lobbyist” and requires disclosure and other reporting requirements. Program Member is responsible for identifying and complying with all relevant lobbying and reporting requirements unique to the jurisdiction in which Program Member is engaged in sales, marketing and related activity. Program Member understands and agrees that it is not being retained, engaged, or hired by Verizon to be a lobbyist or related entity, or to lobby, on behalf of Verizon. Program Member is responsible for ensuring that its actions as a Program Member under the Agreement or any other agreement, including any activities with Government Entities, has not and will not cause it to be deemed a lobbyist or related entity, or to lobby on behalf of Verizon.

3.26. Program Member represents and warrants that it is knowledgeable and has complied with all laws and regulations regarding registration, permitting, and licensing as a sales agent or in any capacity required to perform its obligations hereunder in any jurisdiction where it performs such obligations.

3.27. Compliance with Regulations, Executive Orders and Laws. Program Member represents that Program Member is fully familiar with, and will comply with all applicable federal, state, local or other laws, rules, regulations, orders, directions, policies or ordinances relating to the selling and marketing to and performance of any services for Government Entities, including but not limited to the following:

3.28. Government ethics and procurement rules (including quiet period requirements and procurement laws, and any particular requirements on how to do business with a particular Government Entity);

3.29. Offering and providing gifts and entertainment to a Government Entity;

3.30. Campaign finance (including state and local “pay to play” laws), and that in states or localities with “pay to play” laws that it has made no political contributions;

3.31. Compliance with open records type of statutes (sunshine laws, freedom of information acts, etc.) to the extent applicable to services provided hereunder;

3.32. Receipt of any fees pursuant to this Agreement, and any restrictions on contingent fees applicable to any Government Entity to whom Program Member intends to sell;

3.33. Any certification, reporting, notifications or other filings that Program Member is required to make to or with a Government Entity in connection with its performance of any activities under the Agreement. If any such registrations or filings are required to be made, Program Member will inform Verizon and provide proof of such filings to Verizon;

3.34. Prohibitions on trafficking in persons as set forth in FAR 52.222-50;

3.35. Any employment eligibility verification requirements, including federal requirements as described in FAR 52.222-54 or any state or local government requirements;

3.36. Prohibitions on providing hardware, software and services of certain origin as set forth in:

3.37. Prohibition on Contracting for Hardware, Software, and Services Developed or Provided by Kaspersky Lab and Other Covered Entities (Jul 2018);

3.38. Prohibition on Contracting for Certain Telecommunications and Video Surveillance Services or Equipment (Aug 2020);

3.39. Representation Regarding Certain Telecommunications and Video Surveillance Services or Equipment (October 2020);

3.40. All Executive Orders issued by the President of the United States of America and any State Chief Executive;

3.41. All applicable federal, state, local or other laws, rules, regulations, orders, directions, policies or ordinances relating to Verizon’s Customer Agreement for Government Entities, including any requirements set forth in Verizon’s Customer Agreement in furtherance of the foregoing.

3.42. Recoupment of Invalid Fees. Program Member agrees that in the event any fees paid to Program Member are found to be invalid (in whole or in part), Program Member agrees to return any such invalid fees to Verizon immediately.

3.43. Indemnity. For clarity, any violation of this Section entitled “Eligible Government Entities” shall be considered a material breach under the Agreement. In addition to Verizon’s other rights under the Agreement, Program Member shall also be subject to the indemnity obligations.

3.44. Current or Former Government Actors. In its performance under the Agreement, Program Member shall not be, use or retain as a representative or employee any person who is an officer or employee, representative or agent of any Government Entity to whom sales are made under this Agreement.

3.45. In its performance of this Agreement, Program Member shall not be, use or retain, as a representative or employee, any person who was an employee or official of a Government Entity in any sales or marketing activities, or communications, to or before such Government Entity (including related agencies or other departments) pursuant to or in connection with the Agreement or on behalf of Verizon, unless and until Verizon receives written disclosure of such person and their involvement with a Government Entity, and Verizon provides written approval for Program Member to retain or use such person in connection with the Agreement. Such person must remain in compliance with all post-employment restrictions of the Government Entity for which he or she worked. This prohibition is intended to avoid any “revolving door” issues as to former government officials acting as agents before their former agencies or government entity.

3.46. Notwithstanding any approval from Verizon, Program Member shall be responsible for (1) ensuring that any of its work pursuant to or in connection with this Agreement or on behalf of Verizon, and its use of a Subagent, representative or employee in connection with this Agreement or on behalf of Verizon, is permitted under applicable law or regulation, including an applicable Government Entity’s own policies, and (2) that any former government official so approved remains in compliance with all post-employment restrictions of the Government Entity for which he or she worked.

3.47. Investigations. Program Member represents and warrants that it is not and has not been suspended, debarred, proposed for debarment or otherwise been declared ineligible to do business with any Government Entity; and, to its knowledge, is not and has not been the subject of any federal, state or local government investigations as to violations of any material law or regulation.

3.48. Training. Program Member and anyone Program Member has engaged to perform under the Agreement will complete all Verizon-required Government training and certification in addition to any other training and certification requirements of the Verizon Partner Program.

3.49. Code of Business Ethics. Program Member certifies that it has a written code of business ethics and conduct and makes a copy of the code available to each employee engaged in performance of the Agreement.

3.50. Verizon Policies. Program Member is fully familiar with, and will comply with all applicable Verizon policies and directives of which it has been informed in writing relating to the performance of any services hereunder.

3.51. Termination or Revision of Government Entities Authorization. Verizon may, at any time and in its sole discretion, terminate its authorization for Program Member to market and sell to Government Entities, in whole or in part, by providing written or electronic mail notice to Program Member. Upon prior notice, Verizon also may revise this section to include additional terms going forward, and Program Member will be required to agree to such revision within a defined time period in order to continue to be authorized to submit Referrals for eligible Government Entities.

3.52. Agreement and Agreement Terms Remain Intact. Unless otherwise modified in writing, the terms and conditions of this section to the Agreement shall remain unchanged. All sales and marketing activity (including submittal of Referrals) for eligible Government Entities will be governed by the terms and conditions of the Agreement

3.53. Subagents Selling to Government Entities. All Subagents selling to Government Entities must be registered and approved. Except if expressly accepted by Verizon, Program Member is not permitted to use Subagent(s) to perform any of Program Member’s duties under this Agreement for Customers that are Government Entities. Any such use of Subagents for Customers that are Government Entities (except as expressly authorized herein) shall be considered a violation of the terms of the Agreement.

3.54. Permitted Use of Subagents to Sell to Government Entities. Notwithstanding the general prohibition on use of Subagents for Customers who are Government Entities, subject to strict compliance with the Agreement and particularly this Manual, Program Member is hereby permitted by Verizon to use as Subagent(s) the company(ies) approved in PRM to assist Program Member in performance of its duties under the Agreement for Customers who are Government Entities.

3.55. Program Member will manage all Verizon operational and back-office support for Subagents. Program Member will be responsible for any and all fees due between the Program Member and Subagents. Subagents shall have no rights or recourse directly against Verizon under this Agreement or any contract between Program Member and Subagent. Program Member will provide all necessary administrative functions for the Subagent to offer, sell, or market Verizon Services including providing support for quoting, ordering, contracting, as well as administration of fee payments to Subagents.

3.56. Vetting Subagent. For each Subagent that Program Member intends to use to support Program Member’s Sales to Customers who are Government Entities, Program Member will adhere to the Subagent Notification and Approval Process as referenced in the PRM, including:

3.57. Obtain a report from Dun and Bradstreet or an equivalent company with similar industry standards describing the general status of Subagent that does not suggest weak financial health or bankruptcy.

3.58. Verify that neither Subagent nor any principal owner of Subagent appears on any compliance control list maintained by the United States Office of Foreign Assets Control as a person restricted from engaging in business with agencies of the United States government.

3.59. Verify that neither Subagent nor any principal owner of Subagent is excluded from federal contracting in the System for Award Management.

3.60. Contract with Subagent. Program Member shall execute a contract with Subagent that includes all necessary provisions to ensure that Program Member is in compliance with its general obligations under the Agreement. The contract shall not include any “non-circumvent” or “non-solicitation” provisions that would violate or restrict Verizon’s right to enter into a direct agreement with a Subagent. The contract must also contain the provisions set forth in subsections

3.61. 3.62. through 3.70. below, without any modification (except for those necessary adjustments to section and exhibit references and to reflect the named parties to the contract). Verizon reserves the right, pursuant to the Agreement, to request and review executed contracts to confirm that the required provisions were included. Program Member may include additional terms and conditions in the contract (e.g., Subagent indemnification and compensation), however, such additional terms and conditions must not contradict the required provisions. The required provisions are as follows:

3.62. Program Member and Subagent have entered into this agreement to set forth the terms and conditions by which the parties are establishing the relationship(s) that enable participation by Subagent in the Verizon Partner Program (“VPP”), for the enhanced marketing, sale and distribution of products and services of Verizon. This agreement incorporates by reference the terms of the Verizon Partner Program Manual, which is subject to modification from time to time without notice by Verizon, which modifications shall be binding on Subagent.

3.63. Program Member shall be authorized to engage with Customers or potential Customers only for the marketing, sale and distribution of designated Verizon Products for which Program Member has successfully completed training in the sole determination of Verizon (”Training and Certification”).

3.64. Prior to an employee of Subagent receiving access to any Verizon quoting and ordering systems, each such employee must complete Verizon required compliance training, including but not limited to, Protecting CPNI, Sales Agent Standards of Conduct, Anti-Corruption Law Compliance, Government Essentials, and other required trainings. Subagent shall maintain records of the above training completed by personnel with access to Verizon quoting and ordering systems, when available to Subagents, and shall provide Program Member with written confirmation of its ongoing compliance with this subsection.

3.65. Upon completion of Training and Certification hereunder, as approved in the sole discretion of Verizon, Subagent will become an approved “Subagent” in the Verizon Partner Program, as further described in this Manual, and under policies and procedures established and communicated to Program Member from time to time. Opportunities shall be identified and accepted by exchange of leads through the PRM. The PRM shall also track key relationship metrics, including but not limited to leads and disposition of leads, and Program Member or Verizon Products sold. Subagent will be required to accept all terms and conditions presented prior to use of the PRM. Subagent shall be required to comply at Subagent’s own expense with all Baseline Security Requirements For Verizon Suppliers for any use of the PRM. Notwithstanding the foregoing, Verizon reserves the right, at its discretion, to review, audit, and approve any procedures established for this purpose. Verizon reserves the right to unilaterally and immediately close the PRM to Subagent in its sole discretion at any time and without liability to Verizon.

3.66. Subagent will comply with all requirements outlined within the Rules of Engagement as set forth in this Manual.

3.67. Subagent will comply with all requirements of the Verizon Partner Program Background Check Policy.

3.68. Subagent will comply with all requirements outlined in the Verizon Partner Program methods and procedures document posted in PRM or as provided in this Agreement.

3.69. In performing this Agreement, Subagent and Program Member will observe the highest standard of integrity and fair dealing and neither party will do anything to discredit, dishonor, reflect adversely upon or in any manner injure the reputation or business of Verizon. Subagent must comply with the then-current Sales Agent Standards of Conduct.

3.70. Subagent is familiar with the content of Federal Acquisition Regulation Subpart 3.4 regarding contingent fees and shall pursue only opportunities, whether with federal or non-federal Customers that are Government Entities, that do not prohibit contingent fees payable to bona fide agents. Subagent shall NOT, under this program, attempt to register a deal for which contingent fees are not allowed to be paid to Subagent.

3.71. Notification of Subagent. All Subagents, including subagents of Subagents, must be registered and approved by Verizon and Program Member must adhere to the Subagent Notification and Approval process as posted in PRM.

3.72. Verizon Acceptance of Subagent. Upon receipt of a completed Subagent Notification, Verizon’s PMO will:

3.73. Review the notification for completeness.

3.74. Confirm that Verizon has received and archived at least one full set of Subagent vetting and contract documents from Program Member.

3.75. Determine whether Verizon requires copies of Program Member’s vetting or contract documents for the Subagent under review.

3.76. Ide7ntify any agreements existing or expired between Verizon and Subagent.

3.77. Identify any disputes existing or resolved between Verizon and Subagent.

3.78. Advise Program Member whether copies of vetting documents are required.

3.79. Advise Program Member whether copy of Subagent contract signature page is required.

3.80. Indicate Verizon’s acceptance of a Subagent via a notification through PRM.

3.81. Removal of Subagent. Program Member may, by written notice, remove any of their Subagents in accordance with the Subagent Notification and Approval Process as posted in PRM. Verizon may, at any time, rescind acceptance as to a particular Subagent or all Subagents. Upon Verizon’s receipt of Program Member’s notice to remove a Subagent, or Verizon’s rescission of acceptance of a Subagent, Verizon’s PMO shall update PRM to reflect the Subagent’s status.

3.82. Opportunity Protection & Duration. Registered and approved opportunities, including Deal Registrations, are protected for a period of 180 calendar days from the Verizon acceptance date. Acceptance notification, in the form of an email, will be sent to the Program Member through the PRM. During the time period the opportunity is protected, Verizon will not approve the same opportunity for another Program Member, unless Verizon determines the Program Member is not actively pursuing the lead, in which case Verizon will reassign the opportunity.

3.83. With respect to Deal Registrations for Enterprise Customer Accounts and Government Entity Accounts, Program Member may request an additional 90-calendar day extension once the initial 180 calendar days for a registered and approved opportunity expire. Verizon will not automatically renew or extend the opportunity. Requests for an extension will generally be approved, provided that the Program Member has demonstrated consistent activity in the opportunity, communicated this status to Verizon at regular intervals and is committed to closing the opportunity. A second 90-calendar day extension may be available if the Program Member demonstrates reasonable activity on the opportunity and such activity is relative to the solution’s complexity. Registered and approved opportunities, including Deal Registrations, for SMB Customer Accounts are not eligible for any extensions beyond the initial 180 calendar days for which they were approved.

3.84. Verizon, in its sole discretion, may rescind approval of an opportunity if it is determined that the current Program Member’s performance to close a deal has been substandard. Rescinding of an opportunity approval may occur at any time during the sales cycle if Verizon determines the opportunity is not actively being pursued by the Program Member and updated regularly in PRM.

3.85. It is the Program Member’s responsibility to (1) register leads to avoid channel conflict and provide visibility, (2) update leads and opportunities on a regular basis, (3) actively work accepted leads through the funnel process to ensure it is closed within the normal sales cycle for that particular solution, and (4) provide the necessary information once an opportunity is closed.

3.86. Governance Guidelines. Both Verizon and Program Member will respect each other and support Customers professionally and promptly.

3.87. Disagreements between Program Members and Verizon will be settled utilizing the escalation process described below and in the Program Documents (as defined in the MSA). Program Members and their employees not adhering to Program guidelines may be subject to restriction of benefits and/or possible termination from the Program.

3.88. If the Customer is not satisfied with the support from the Program Member or the Verizon Direct Distribution Channel, both parties will remain engaged until the matter is resolved. Issues in the field will be handled by the Verizon Channel Manager and Program Member contact.

3.89. Escalations will be addressed using the following process:

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Each Escalation Level will have 2 business days to resolve the issue before being forwarded to the next level.

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