HomeMy WebLinkAbout2026-02-24; City Council; 06; Addition of a Police Case Records Management System Project to the Strategic Digital Transformation Investment Program in Fiscal Year 2025-26 and Agreement with Axon EnteCA Review CKM
Meeting Date: Feb. 24, 2026
To: Mayor and City Council
From: Geoff Patnoe, City Manager
Staff Contact: Maria Callander, Information Technology Director
maria.callander@carlsbadca.gov, 442-339-2454
Ryan Opeka, Police Captain
ryan.opeka@carlsbadca.gov, 442-339-2149
Subject: Addition of a Police Case Records Management System Project to the
Strategic Digital Transformation Investment Program in Fiscal Year 2025-
26 and Agreement with Axon Enterprise, Inc for the Police Case Records
Management System
Districts: All
Recommended Action
Adopt a resolution authorizing the City Manager to add a project to the Strategic Digital
Transformation Investment Program to implement a police case records management system
and appropriate $1,750,000 from the Technology Investment Capital Fund in fiscal year 2025-
26 and to execute an agreement with Axon Enterprise, Inc. for the purchase, implementation,
ongoing licensing and support of a police case records management system for an amount not
to exceed $2,956,620 for the term of the agreement.
Executive Summary
The Police Department has an existing police case records management system that is part of
a regional contract maintained by the San Diego County Sheriff’s Department which is at its
end of life. While the county has agreed to continue to support this solution for another two to
three years, the future support costs are currently unknown. In addition, the system is
antiquated and does not provide the features and functionality provided by a modern system.
The Police and Information Technology Departments are implementing a new computer-aided
dispatch system, which is scheduled to go live in August 2026. The departments plan to begin
implementing the case records management system once the new dispatch system becomes
operational. Accordingly, city staff are requesting City Council approval of the case records
management system project in advance of the fiscal year 2026-27 budget. By approving the
project and agreement now, the city will be able to begin the Axon Records system project in a
timely manner following the completion of the computer-aided dispatch system project.
In keeping with Carlsbad Municipal Code Section 3.28.060(D)(5) relating to the procurement of
professional services and services, the City Council’s approval is required because the
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implementation of the Axon Records system and ongoing services will cost more than
$100,000 per agreement year.
Explanation & Analysis
The case records management system is a critical application within the Police Department.
The specialized software platform enables the department to efficiently manage, store and
retrieve critical data related to police operations. Police Department officers use the system
to:
• Manage information related to incidents and cases
o Record details of incidents, arrests and investigations
o Track case progress, evidence and officer notes
• Track person and property records
o Maintain profiles for suspects, victims, witnesses
• Write reports
o Allows officers to create, edit and submit reports electronically.
o Standardizes report formats for compliance and auditing
• Search and retrieve data
o Provides quick access to historical records for investigations.
o Supports advanced queries (e.g., by name, vehicle, location)
• Integrate with other law enforcement systems
o Interfaces with the computer-assisted dispatch system which typically provides
the initial data for a criminal case.
o Interfaces with regional law enforcement systems such as the Automated
Regional Justice Information System
o Shares criminal reports with the San Diego County District Attorney’s Office for
prosecutorial review
• Provide analytics and reporting
o Generates crime statistics, trend analysis and performance metrics
o Creates data that is sent to the Automated Regional Justice Information System
to provide annual crime statistics to the California Department of Justice
o Supports strategic planning and resource allocation
The Police Department, like other modern law enforcement agencies, faces increasing
challenges in managing records efficiently, maintaining compliance with legal requirements
and ensuring transparency. The department’s current case records management system, first
developed in the late 1990s and implemented by the county in the early 2000s, lacks modern
functionality, which has created silos that force officers and staff to spend valuable time
searching for information across multiple platforms. This inefficiency not only slows down
investigations but also increases the risk of errors and incomplete reporting.
Implementing the Axon Records system addresses these challenges by providing a centralized
platform that integrates reports, evidence and data from the dispatch system. Officers can
complete reports faster using guided workflows and smart templates, while built-in validation
ensures accuracy and compliance. This streamlined process reduces administrative overhead
and frees officers to focus on law enforcement and community engagement rather than
paperwork.
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This system will be distinct from the citywide records system to specifically manage the
workflows and specialized requirements of law enforcement case management records.
Beyond efficiency, Axon’s Records system enhances accountability. Every record is tracked
with a full audit trail, simplifying public records requests and ensuring compliance with the FBI
Criminal Justice Information Systems security policy and Freedom of Information Act
requirements.
The system’s cloud-based architecture also offers secure, scalable storage, eliminating the
need for costly infrastructure upgrades and providing disaster recovery capabilities.
Further, this system is already widely used in the region to interact with and share information
with the District Attorney’s office. Data will also be shared with the regional justice
information system for the compiling of annual crime statistics and reporting to the
Department of Justice. Adopting this platform will enable Carlsbad to further streamline that
collaboration.
Staff spent several months evaluating different systems based on the operational needs of the
city. After thorough examination, the Axon Records system was found to be far and above the
capabilities of other systems currently in the market. The Axon Records system also integrates
seamlessly with the broader Axon ecosystem, including the body-worn cameras that are
currently in use by the department. This reduces complexity, vendor management costs and is
consistent with the city’s strategy of core systems consolidation.
Cooperative purchasing agreement
Axon was selected as the case records management system vendor based on its experience
and capability to add value to the city. The implementation, ongoing licensing and support of
the Axon Records system will be purchased through a cooperative purchasing agreement, in
compliance with Carlsbad Municipal Code Section 3.28.100 – Cooperative Purchasing. Axon
provides products and technology services under the OMNIA Partners Contract 3544-21-4615
for record management products and services. The prices for the implementation, licenses and
services in the proposed agreement are the same prices quoted from the OMNIA Partners
agreement.
Carlsbad Municipal Code Section 3.28.100 – Cooperative Purchasing gives the city’s Purchasing
Officer the authority to join with other public or quasi-public agencies in cooperative
purchasing plans or programs for the purchase of goods or services when determined by the
Purchasing Officer to be in the city’s best interest. The Purchasing Officer may buy directly
from a vendor at a price established by another public agency when the other agency has
made its purchase in a competitive manner.
Axon provides products and technology services under the OMNIA Partners Contract 3544-21-
4615. The cost of this purchase was quoted from that contract. The Purchasing Officer’s memo
authorizing the use of the cooperative purchasing agreement is provided as Exhibit 2.
Fiscal Analysis
Staff are requesting $1,750,000 in funding from the Technology Capital Investment Fund for
the purchase of the Axon Records system. The project costs include implementation, the
purchase of miscellaneous hardware and the first-year’s subscription costs, as well as a
contingency for unexpected expenses.
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Based on fiscal year 2025-26 projections, the Technology Capital Investment Fund has an
estimated fund balance of $3,990,569, which is sufficient to cover the $1,750,000 needed to
implement the case records management system project and can be appropriated in fiscal
year 2025-26.
The table below shows the various costs associated with the implementation and initial
purchases of the project, which will be included as part of the city’s Strategic Digital
Technology Investment Program.
Funding for years 2-10 of the Axon agreement will be included as part of the Information
Technology Operating Budget beginning in fiscal year 2028-29. There is currently $4,500
budgeted annually for the current case records management solution. There will need to be an
increase of $155,500 to the Information Technology Operating Budget starting in fiscal year
2027-28 to cover the costs of the Axon Records system.
The total agreement cost with Axon is $2,956,620 for the term of the agreement.
Next Steps
Staff will work with the City Manager to execute the agreement and to add the police case
records management system project to the Strategic Digital Technology Investment Program.
Environmental Evaluation
The proposed action is not a “project” as defined by California Environmental Quality Act, or
CEQA, Section 21065 and CEQA Guidelines Section 15378(a) and does not require
environmental review under CEQA Guidelines Section 15060(c)(2) because the action is limited
to the purchase and implementation of the Axon Records system. The action has no potential
to cause either a direct physical change in the environment or a reasonably foreseeable
indirect physical change in the environment.
Exhibits
1.City Council resolution
2.Purchasing Officer’s memorandum
Police Case Records Management System Project
Agreement
Implementation $1,357,260
Maintenance $159,936
Agreement total $1,517,196
Other costs
Equipment $50,000
Contingency $182,804
Budget request $1,750,000
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RESOLUTION NO. 2026-046 .
A RESOLUTION OF THE CITY COUNCIL OF THE CITY OF CARLSBAD,
CALIFORNIA, AUTHORIZING THE CITY MANAGER TO ADD A PROJECT TO
THE STRATEGIC DIGITAL TRANSFORMATION INVESTMENT PROGRAM TO
IMPLEMENT A POLICE CASE RECORDS MANAGEMENT SYSTEM AND
APPROPRIATE $1,750,000 FROM THE TECHNOLOGY INVESTMENT CAPITAL
FUND IN FISCAL YEAR 2025-26 AND TO EXECUTE AN AGREEMENT WITH
AXON ENTERPRISE, INC FOR THE PURCHASE, IMPLEMENTATION, ONGOING
LICENSING AND SUPPORT OF A POLICE CASE RECORDS MANAGEMENT
SYSTEM FOR AN AMOUNT NOT TO EXCEED $2,956,620 FOR THE TERM OF
THE AGREEMENT
WHEREAS, the City Council of the City of Carlsbad, California has determined that the most
effective way to store, organize, index, manage, and preserve the City’s police records is with a police
case records management system; and
WHEREAS, the City of Carlsbad currently uses a case records management system provided by
the County of San Diego that is at end of its life; and
WHEREAS, while the County of San Diego has agreed to continue to support this solution for
another two to three years, the future support costs are currently unknown; and
WHEREAS, the current system is antiquated and does not provide the features and functionality
provided by a modern case records management system; and
WHEREAS, the City of Carlsbad spent several months evaluating different systems based on the
operational needs of the city and, after thorough examination, the Axon Records system was
determined to have capabilities far exceeding those of other systems currently in the market; and
WHEREAS, the Axon Records system will integrate seamlessly with the broader Axon
ecosystem, including the Axon body-worn cameras currently in use by the Police Department, which
reduces complexity, vendor management costs and is consistent with the city’s strategy of core
systems consolidation; and
WHEREAS, Axon will provide implementation, licensing and subscription services for the Axon
Records system; and
WHEREAS, Axon Enterprise, Inc, provides products and technology services for records
management systems under the OMNIA Partners Contract 3544-21-4615 contract; and
Exhibit 1
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WHEREAS, under Carlsbad Municipal Code Section 3.28.100 – Cooperative Purchasing, the
Purchasing Officer has the authority to join with other public agencies for the purchase of goods or
services as allowed by law, when it is in the best interest of the city; and
WHEREAS, the Purchasing Officer has reviewed the OMNIA Partners contract and determined
that the purchase of Axon Records implementation, licensing and subscription services through the
OMNIA Partners contract is in the best interest of the city; and
WHEREAS, funding for the Axon Records system is available for appropriation from the
Technology Investment Capital Fund.
NOW, THEREFORE, BE IT RESOLVED by the City Council of the City of Carlsbad, California, as
follows:
1.That the above recitations are true and correct.
2.The proposed action is not a “project” as defined by California Environmental Quality
Act, or CEQA, Section 21065 and CEQA Guidelines Section 15378(a) and does not require
environmental review under CEQA Guidelines Section 15060(c)(2) because the action is
limited to the purchase and implementation of the Axon Records system. The action has
no potential to cause either a direct physical change in the environment or a reasonably
foreseeable indirect physical change in the environment.
3.That the agreement with Axon Enterprise, Inc. to procure the Axon Records system
(Attachment A) is approved and the City Manager is authorized to execute the
agreement and all required documents necessary to implement the Axon Records
system on behalf of the city, including amendments if required and appropriate.
4.That the total cost of the Axon Records system shall not exceed $2,956,620 for the term
of the agreement.
5.That the City Manager, or designee, is authorized to appropriate $1,750,000 to the
Technology Investment Capital Fund as part of a mid-year Strategic Digital
Transformation Investment Program approval process for a police case records
management system project.
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PASSED, APPROVED AND ADOPTED at a Regular Meeting of the City Council of the City
of Carlsbad on the 24th day of February, 2026, by the following vote, to wit:
AYES: Blackburn, Bhat-Patel, Acosta, Burkholder, Shin.
NAYS: None.
ABSTAIN: None.
ABSENT: None.
______________________________________
KEITH BLACKBURN, Mayor
______________________________________
SHERRY FREISINGER, City Clerk
(SEAL)
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Master Services and Purchasing Agreement
Version: 24.1
Release Date: November 2025 Page 1 of 44
This Master Services and Purchasing Agreement ("Agreement") is between Axon Enterprise, Inc., a Delaware
corporation ("Axon"), and the Customer listed below or, if no Customer is listed below, the customer on the Quote (as defined below) ("Customer"). This Agreement is effective as of the later of the (a) last signature date on this Agreement or (b) date of acceptance of the Quote ("Effective Date"). Axon and Customer are each a "Party" and collectively "Parties". This Agreement governs Customer’s purchase and use of the Axon Devices and Services detailed in the Quote. It is the intent of the Parties that this Agreement will govern all subsequent purchases by Customer for the same Axon Devices and Services in the Quote, and all such subsequent quotes accepted by Customer shall be also incorporated into this Agreement by reference as a Quote. The Parties agree as follows:
1.Definitions.
1.1. "Axon Cloud Services" means Axon’s web services, including, but not limited to, Axon Evidence, AxonRecords, 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.
1.2. "Quote" means an offer to sell and is only valid for devices and services on the offer at the specified prices. Any inconsistent or supplemental terms within Customer’s purchase order in response to a Quote will be void. Orders are subject to prior credit approval. Changes in the deployment estimated ship date may change charges in the Quote. Shipping dates are estimates only. Axon is not responsible for typographical errors in any Quote by Axon, and Axon reserves the right to cancel any orders resulting from such errors.
1.3. "Services" means all services provided by Axon under this Agreement, including software, Axon Cloud Services, and professional services.
2.Term. This Agreement begins on the Effective Date and continues until all subscriptions hereunder have expired orhave been terminated ("Term").
2.1. All subscriptions begin on the date stated in the Quote. Each subscription term ends upon completion of thesubscription stated in the Quote ("Subscription Term").
3.Payment. Axon invoices for Axon Cloud Services on an upfront annual basis prior to the beginning of the Subscription
Term and upon the anniversary of the Subscription Term. Payment obligations are non-cancelable. Customer will payinvoices without setoff, deduction, or withholding, unless an invoice is disputed.
4.Taxes. Customer is responsible for sales and other taxes associated with the order unless Customer provides Axona valid tax exemption certificate.
5.Returns. All sales are final. Axon does not allow refunds or exchanges, except warranty returns or as provided bystate or federal law.
6.Warranty.
6.1. Disclaimer. Except as stated in the Cloud Services Terms or Use Appendix, all software and Axon Cloud Services are provided "AS IS," without any warranty of any kind, either express or implied, including without limitation the implied warranties of merchantability, fitness for a particular purpose and non-infringement.
6.1.1. To the extent permitted by law, the warranties and remedies in this Agreement are exclusive. Axon disclaims all other warranties, remedies, and conditions, whether oral, written, statutory, or implied. If statutory or implied warranties cannot be lawfully disclaimed, then such warranties are limited to the duration of the warranty described above and by the provisions in this Agreement. Customer confirms and agrees that, in deciding whether to sign this Agreement, Customer has not relied on any statement or representation by Axon or anyone acting on behalf of Axon related to the subject matter of this Agreement that is not in this Agreement.
6.2 Online Support Platforms. Use of Axon's online support platforms (e.g., Axon Academy and MyAxon) is governed by the Axon Online Support Platforms Terms of Use Appendix available at www.axon.com/sales-terms-and-conditions.
7.Limitation of Liability. Axon’s cumulative liability to any party for any loss or damage resulting from anyclaim, demand, or action however caused, whether for breach of warranty or contract, negligence, strictliability, tort or any other legal theory arising out of or relating to this Agreement will not exceed $5 million.
8.Statement of Work. Certain Axon Devices and Services, including, but not limited to, Axon Interview Room, Axon
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Master Services and Purchasing Agreement
Version: 24.1
Release Date: November 2025 Page 2 of 44
Channel Services, Axon Justice Implementation, FUSUS, and Axon Fleet, may require a Statement of Work that
details Axon’s Service deliverables ("SOW"). In the event Axon provides an SOW to Customer, Axon is only
responsible for the performance of Services described in the SOW. Additional services outside of the SOW, Quote, or this Agreement are out of scope. The Parties must document scope changes in a written and signed change order. Changes may require an equitable adjustment in fees or schedule. Any applicable SOW is incorporated into this Agreement by reference.
For clarity, Customer processes changes to a SOW as an amendment to the Agreement for records management purposes. In this context, Customer and Axon use the words Change Order and Amendment interchangeably. Axon agrees and understands that Customer will create an Amendment and will include the applicable Change Order as an exhibit to process any applicable payments due to Axon and memorialize changes to the SOW.
9. Design Changes. Axon may make design or feature changes to any Axon Device or Service without notifying Customer or making the same change to Axon Devices and Services previously purchased by Customer.
10. Insurance. Axon will maintain insurance coverage pursuant to Exhibit C.
11. IP Rights. Axon owns and reserves all right, title, and interest in Services, including all related intellectual property
rights. Customer will not cause any Axon proprietary rights to be violated. If Customer makes a suggestion to Axon that Axon incorporates into its Products or Services, Customer grants Axon a non-exclusive, irrevocable, worldwide, perpetual, royalty-free license right to use any suggestions provided to Axon for any reason. Nothing in this paragraph prevents Customer from making the same or similar suggestions to Customer’s other vendors. 12. IP Indemnification. Axon will indemnify, defend, and hold harmless Customer against all claims, damages, losses, judgments, liabilities, awards, settlements, and expenses and costs (including reasonable attorney’s fees) from any third-party claim alleging that the use of Axon Cloud Services or Axon software (“Axon Products”) infringes or misappropriates the third-party’s intellectual property rights. Customer must promptly provide Axon with written notice of such claim, tender to Axon the defense or settlement of such claim at Axon’s expense and cooperate fully with Axon in the defense or settlement of such claim. Axon’s IP indemnification obligations do not apply to claims based on (a) modification of Axon Products by Customer or a third-party not approved by Axon; (b) use of Axon Products in combination with hardware or services not approved by Axon; (c) use of Axon Products other than as permitted in
this Agreement; or (d) use of Axon Products that is not the most current software release provided free of cost by Axon.
If an infringement or misappropriation claim occurs, or in Axon’s opinion is likely to occur, Axon will, at its sole option and expense: (i) procure for Customer the right to use and access the infringing and/or misappropriating or potentially infringing and/or misappropriating Axon Products (“Affected Axon Products”) free of any liability for infringement and/or misappropriation; or (ii) replace or modify the Affected Axon Products with a non-infringing/non-misappropriating substitute otherwise materially complying with the functionality of the replaced Axon Product; or (iii) if neither of the foregoing is reasonably practicable, terminate the right to use and access the Affected Axon Products. However, in the event Axon exercises option (iii), Axon will issue a prorated refund for the software, hardware, and services. Further, Customer may terminate the Agreement without penalty, liability or expense, and without constituting a breach or default of this Agreement.
13. Termination.
13.1. For Breach. A Party may terminate this Agreement for cause if it provides thirty (30) days written notice of the
breach to the other Party, and the breach remains uncured thirty (30) days after written notice. If Customer terminates this Agreement due to Axon’s uncured breach, Axon will refund prepaid amounts on a prorated basis based on the effective date of termination. 13.2. By Customer. If sufficient funds are not appropriated or otherwise legally available to pay the fees, Customer may terminate this Agreement. Customer will deliver notice of termination under this section as soon as reasonably practicable. 13.3. Effect of Termination. Upon termination of this Agreement, Customer rights immediately terminate. Customer remains responsible for all fees incurred before the effective date of termination. 14. Confidentiality. "Confidential Information" means nonpublic information designated as confidential or, given the nature of the information or circumstances surrounding disclosure, should reasonably be understood to be confidential. Each Party will take reasonable measures to avoid disclosure, dissemination, or unauthorized use of the other Party’s Confidential Information. Unless required by law, including but not limited to information subject to the California Public Records Act (California Government Code § 7920.000 et seq.) and the California Civil Discovery Act (California Code of Civil Procedure § 2016.010 et seq.), neither Party will disclose the other Party’s Confidential
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Master Services and Purchasing Agreement
Version: 24.1
Release Date: November 2025 Page 3 of 44
Information. Axon may publicly announce information related to this Agreement.
15. General.
15.1. Force Majeure. Neither Party will be liable for any delay or failure to perform due to a cause beyond a Party’s reasonable control.
15.2. Independent Contractors. The Parties are independent contractors. Neither Party has the authority to bind the other. This Agreement does not create a partnership, franchise, joint venture, fiduciary, or employment relationship between the Parties. 15.3. Third-Party Beneficiaries. There are no third-party beneficiaries under this Agreement.
15.4. Non-Discrimination. Neither Party nor its employees will discriminate, harass, or retaliate against any person based on race; religion; creed; color; sex; gender identity and expression; pregnancy; childbirth; breastfeeding; medical conditions related to pregnancy, childbirth, or breastfeeding; sexual orientation; marital status; age; national origin; ancestry; genetic information; disability; veteran status; or any class protected by local, state, or federal law.
15.5. Compliance with Laws. Each Party will comply with all applicable federal, state, and local laws, including without limitation, import and export control laws and regulations. Customer acknowledges that Axon Devices and Services are subject to U.S. and international export control laws, including the U.S. Export Administration Regulations (EAR) and International Traffic in Arms Regulations (ITAR). Customer represents and warrants that neither it nor any End User is a "Restricted Person," meaning any individual or entity that (1) is subject to U.S. sanctions or trade restrictions, (2) appears on any U.S. government restricted party list, (3) engages in prohibited weapons proliferation activities, or (4) is owned or controlled by, or acting on behalf of, such persons or entities. Customer must promptly notify Axon of any change in status, and Axon may terminate this Agreement if Customer or any End User becomes a Restricted Person or violates export laws.
15.6. Assignment. Neither Party may assign this Agreement without the other Party’s prior written consent. Axon may assign this Agreement, its rights, or obligations without consent: (a) to an affiliate or subsidiary; or (b) for purposes of financing, merger, acquisition, corporate reorganization, or sale of all or substantially all its assets.
This Agreement is binding upon the Parties respective successors and assigns.
15.7. Waiver. No waiver or delay by either Party in exercising any right under this Agreement constitutes a waiver of that right.
15.8. Severability. If a court of competent jurisdiction holds any portion of this Agreement invalid or unenforceable, the remaining portions of this Agreement will remain in effect.
15.9. Survival. The following sections will survive termination: Payment, Warranty, Axon Device Warnings, Indemnification, IP Rights, Customer Responsibilities and any other Sections detailed in the survival sections of the Appendices.
15.10. Governing Law. The laws of the country, state, province, or municipality where Customer is physically located, without reference to conflict of law rules, govern this Agreement and any dispute arising from it. The United Nations Convention for the International Sale of Goods does not apply to this Agreement. Any action at law or in equity brought by either of the parties for the purpose of enforcing a right or rights provided for by this Agreement will be tried in a court of competent jurisdiction in the County of San Diego, State of California, and the parties waive all provisions of law providing for a change of venue in these proceedings to any other county.
15.11. Notices. All notices must be in English. Notices posted on Customer’s Axon Evidence site are effective upon posting. Notices by personal delivery are effective immediately. Notices to Customer shall be provided to City of Carlsbad, Attn: Information Technology Director, 1635 Faraday Avenue, Carlsbad, California 92008. Notices to Axon shall be provided to Axon Enterprise, Inc. Attn: Legal, 17800 North 85th Street, Scottsdale, Arizona 85255 with a copy to legal@axon.com.
15.12. Entire Agreement. This Agreement, the Appendices, Exhibits, Addendums, Quote and any SOW(s), which are incorporated by this reference, represents the entire agreement between the Parties. This Agreement supersedes all prior agreements or understandings, whether written or verbal, regarding the subject matter of this Agreement. This Agreement may only be modified or amended in a writing signed by the Parties.
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Master Services and Purchasing Agreement
Version: 24.1
Release Date: November 2025 Page 4 of 44
Executed this __________ day of _____________________, 2026.
AXON: CUSTOMER: Axon Enterprise, Inc., a Delaware corporation City of Carlsbad, a municipal corporation of the State of California By: ______________________________________ ______________________________________ (Print Name/Title)
By: ______________________________________ City Manager
By: ______________________________________
______________________________________ (Print Name/Title)
ATTEST:
SHERRY FREISINGER, City Clerk By: ______________________________________ Morgen Fry, Assistant City Clerk
APPROVED AS TO FORM: CINDIE K. MCMAHON, City Attorney By: ______________________________________ City Attorney
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VP, Deputy General CounselRobert Driscoll Jr.
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February25th
Exhibit “A”
STATEMENT OF WORK FOR THE
IMPLEMENTATION OF AXON
RECORDS AND STANDARDS
CARLSBAD POLICE DEPARTMENT
Submitted By: Axon Enterprise, Inc.
17800 North 85th Street
Scottsdale, AZ 85255
ORIGINAL
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1 STATEMENT OF WORK ............................ 1
1.1 DEFINITIONS ............................................................1
1.2 OUT OF PROJECT SCOPE ..............................................4
1.3 SOFTWARE ...............................................................5
1.3.1 IMPLEMENTATION PHASING ............................................................................ 5
1.3.2 FUNCTIONALITY AND MODULES ........................................................................ 5
1.4 SOFTWARE CONFIGURATION .........................................6
1.4.1 SYSTEM CONFIGURATION ................................................................................ 6
1.4.2 CONFIGURABLE FORMS ................................................................................... 7
1.4.3 PRINT SCHEMAS ............................................................................................ 7
1.4.4 MASTER CHARGE TABLE .................................................................................. 8
1.5 REPORTING AND DATASTORE ........................................9
1.5.1 IN-PRODUCT ANALYTICS ................................................................................. 9
1.5.2 DATASTORE .................................................................................................. 9
1.6 INTEGRATIONS .........................................................11
1.6.1 INTEGRATION APPROACH ................................................................................ 11
1.6.2 INTEGRATION MANAGEMENT ........................................................................... 11
1.6.3 AGENCY INTEGRATIONS .................................................................................. 13
1.7 DATA CONVERSION ....................................................14
1.7.1 CONVERSION APPROACH ................................................................................. 14
1.7.2 ROLES AND RESPONSIBILITIES .......................................................................... 16
1.7.3 LEGACY SOFTWARE UPDATES ........................................................................... 19
1.8 COMPLIANCE REPORTING AND CERTIFICATION ..................20
1.8.1 NIBRS/STATE INCIDENT-BASED REPORTING (IBR) AND CERTIFICATION ..................... 20
1.8.2 ADDITIONAL STATE COMPLIANCE REPORTING REQUIREMENTS ............................... 21
1.9 VALIDATION .............................................................22
1.9.1 VALIDATION APPROACH .................................................................................. 22
1.9.2 EXAMPLE SCENARIOS ..................................................................................... 22
1.10 TRAINING ..............................................................23
1.10.1 TRAINING APPROACH ................................................................................... 23
1.10.2 TRAIN-THE-TRAINER (TTT) ............................................................................. 23
1.10.3 SCHEDULE .................................................................................................. 24
1.10.4 CURRICULUM .............................................................................................. 24
1.11 GO LIVE ................................................................27
1.11.1 GO-LIVE CONTINGENCY ................................................................................. 27
1.12 THIRD-PARTY PRODUCTS AND SERVICES .........................28
1.12.1 MICROSOFT SELF HOSTED INTEGRATION RUNTIME (“SHIRT”) ............................... 28
1.12.2 GIS ........................................................................................................... 28
1.12.3 ADDITIONAL HARDWARE REQUIREMENTS ......................................................... 29
1.13 PROJECT MANAGEMENT .............................................30
1.13.1 PROGRAM METHODOLOGY ............................................................................. 30
1.13.2 PROJECT PLANNING...................................................................................... 30
1.13.3 HIGH-LEVEL PROJECT PLAN ............................................................................ 30
1.13.4 AXON PROJECT TEAM ON-SITES ...................................................................... 32
1.13.5 IMPLEMENTATION ACTIVITIES AND DELIVERABLES ............................................. 32
1.13.6 CHANGE GOVERNANCE.................................................................................. 37
1.13.7 PROJECT GOVERNANCE ................................................................................. 38
1.14 PROJECT PERSONNEL ................................................41
1.14.1 AXON TEAM ................................................................................................ 41
1.14.2 AGENCY TEAM ............................................................................................. 42
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Our acceptance of this engagement is subject to completion of a formal agreement between both parties
documenting the purchased products and services. Upon acceptance, the actual terms of our engagement will be documented in a separate writing to be signed by you and us. The information provided in this
proposal is intended for informational purposes only and may not be copied, used, or modified, in whole
or in part, for any purpose other than evaluation or as otherwise stated in the solicitation documents
without Axon’s written approval. All information and stats in this proposal are current as of January 1, 2025, unless otherwise noted.
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APPENDIX .............................................. 47
ATTACHMENT A – MILESTONE COMPLETION REPORT (MCR) ..........48
ATTACHMENT B – PROJECT CHANGE ORDER .............................49
ATTACHMENT C – AXON TECHNICAL ACCOUNT MANAGER ............50
ATTACHMENT D – MODULES, INDICES, SUPPLEMENTAL DATA .......52
ATTACHMENT E – QUOTE Q-781982-46070JC ...........................55
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1 STATEMENT OF WORK
1.1 DEFINITIONS
TERM DEFINITION
PARTIES
Agency Carlsbad Police Department who is identified within this SOW
End-Users Specific agency groups using the system
Professional Services The services that Axon provides within the scope of this SOW
SYSTEMS
Axon Systems Software solutions and agency-specific interfaces developed by
Axon
Axon Records Records Management System (RMS)
Axon Standards Reporting and Case Management for Internal use cases
CJIS The Federal Bureau of Investigation’s Criminal Justice
Information Service
MDC/MDT Mobile data computer/terminal – a device associated within a
vehicle or other mobile unit
NIBRS National Incident-Based Reporting System
Integration
The process of enabling two or more systems to exchange data in a seamless and automated manner. In the context of this
SOW, integrations are typically developed between Axon Records
and third-party systems (e.g., CAD, JMS, citation platforms) to
support data ingestion, export, or synchronization workflows.
Interface
The technical mechanism used to facilitate data exchange
between Axon Records and external systems as part of an
integration. Interfaces may include APIs, flat file transfers,
Microsoft Self-Hosted Integration Runtime (SHIRt), or other
supported technologies.
DataStore The database Axon provides allowing the agency to query data
Product The software solution being implemented as part of this SOW
Production Environment The operational environment where the product is accessed
State Incident-Based
Reporting (IBR) The state’s incident-based reporting system requirements
Training Environment
The pre-production environment where all Axon-specific
development, configuration, functional acceptance testing, user
acceptance testing, and training take place. This environment
persists through the life of the agency’s contract, allowing the
agency to test new functionality prior to being released in
Production, as well as training new officers/deputies as they are
brought onto the force.
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Service Portal An online portal provided by Axon where issues identified are
entered and triaged
PROJECT & MILESTONES
Project Scope of this SOW as defined by the work to be completed
described herein
Project Change Order
(PCO)
Change order form outlined in Attachment B to be executed
between Axon and the agency if a material change in scope is
required for this SOW
Milestone Event that constitutes completion of work as listed in
Attachment A
Milestone Completion
Report (MCR)
The report outlined in Attachment A to be executed at key
milestones between agency and Axon to approve completion of
project phases
Discovery Phase
Requirements gathering and confirmation occurs during this
phase. Confirmed requirements feed the sprint phase, and
sprints are designed around what can and cannot be
accomplished given time and resource constraints on both Axon
and the agency’s sides.
Design|Build Phase
Project phase encompassing iterative development through
sprints. Integrations and workflows are developed and deployed
during this phase. The agency forms are also configured during
this phase.
Sprint
A period during the configuration phase of the project (typically 2-3 weeks) where specific pieces of functionality are built,
configured, and delivered.
Sprint Review
Signifies the end of the sprint where Axon showcases what was
built, configured, and delivered. These items are then deemed
ready for functional acceptance testing and user acceptance
testing.
Go-Live End-users are activated, and the agency is actively using the
product
Cutover Successful implementation of interfaces and data conversion
Third-Party Products and
Services
Software, hardware, and services that are not owned by Axon
but are being provided by Axon for this project as listed in the
Third-Party Products and Services section
FORMS
Custom form
A data collection form requiring agency-specific configuration
that is not part of the base product or a state-standardized
format.
Print Schema A predefined layout used to generate a printable version of a
form, separate from the form configuration
State-Standardized
Format
A form layout established and commonly used across agencies
within a state to meet regulatory or compliance standards
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ACCEPTANCE
Blocker Issue impacting 50% or more users or a critical function of
agency operations
Functional Acceptance
Testing (FAT)
Testing the functionality of the system as configured for the
agency. Functional Acceptance Testing is a component of the
iterative Design-Build-Validation cycle.
Integration Acceptance
Testing
Scheduled events for testing of each integration point and
associated functionality in collaboration with the agency and
the agency’s vendors
User Acceptance Testing
(UAT)
Testing the functionality of the system as configured for the
agency from an end-user’s perspective
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1.2 OUT OF PROJECT SCOPE
Axon is only responsible for performing the professional services described within this SOW.
Any additional professional services that are not defined explicitly by this SOW shall be
done so through a Project Change Order, that may be subject to additional cost and
consideration to timeline. The following are considered outside the scope of this project:
Administration, management, or support of any internal city, county, state, federal, or
agency IT network or infrastructure.
Changes made by the agency or the agency’s vendors after the Interface Requirements
Documentation has been accepted.
Third-party products and services costs related to the vendors or agency’s side of the
integration.
Implementation of new features and/or modules that become available following the
execution of this statement of work, that are not otherwise identified as being included
in scope.
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1.3 SOFTWARE
1.3.1 IMPLEMENTATION PHASING
The following modules and features will be implemented across a single phase, as indicated
in the table below. For an additional level of specificity as it pertains to features and
functions, please reference Attachment D in which additional granularity is provided.
1.3.2 FUNCTIONALITY AND MODULES
The below-listed modules are included as part of this Statement of Work; however, the
Agency may elect to remove one or more of these modules from scope based on operational
need. Removal of modules will not require a formal Project Change Order and may be
communicated directly to the Axon project team during the Discovery phase.
Additionally, the Agency may be entitled to access additional Axon Records and Standards
modules released after the execution of this Statement of Work, subject to their licensing
agreement. Any associated Professional Services required for the implementation of such
future modules will be scoped and priced at the time the Agency expresses interest.
AXON RECORDS
BASELINE
FUNCTIONALITY
Attachments
Audit Trail
Axon DataStore
Configurable Forms and
Fields
Distribution
Management
Employee Management
Expungement
Master Index Alerts
Master Location Index
Master Name Index
Master Vehicle Index
Print Auditing
Records Requests
Redaction
Restrictions
Sealing
Search
User permission
Management
MNI Flags
MNI Subscription
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AXON RECORDS
MODULES
Incident Reporting
Supplements
Case Management
Field Interviews
Physical Property &
Evidence Entry
Warrants
Bookings
Permits
In-Product Analytics
CFS Module
California IBRS/State
Incident Based Reporting
California State
Supplemental Reporting
AXON STANDARDS
BASELINE
FUNCTIONALITY
Attachments
Audit Trail
Axon DataStore
Configurable Forms and
Fields
Distribution
Management
Master Location Index
Master Name Index
Master Vehicle Index
Print Auditing
Redaction
Restrictions
Search
User permission
Management
F AXON STANDARDS
MODULES
Use of Force
Early Intervention (EIS)
Vehicle Pursuits
Agency Collisions
Internal Complaints
Community Complaints
Personnel
Training
Awards/Commendations
Discipline
IA Case Management
1.4 SOFTWARE CONFIGURATION
1.4.1 SYSTEM CONFIGURATION
The Axon project team will configure all applicable areas of the system to support the
operational needs of the Agency. Configuration will be conducted in alignment with the best
practices and capabilities of Axon Records and Standards without the requirement of custom
development.
In the event an operational need is identified that cannot be met through standard
configuration, the requirement will be documented and treated as a functional gap. Any gaps
will be evaluated jointly by the Agency and the Axon project team to determine whether it
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can be addressed within the scope and timeline. If not feasible within the project scope and
timeline, the requirement may be deferred and considered for inclusion in future product
enhancements, subject to prioritization and release planning.
1.4.2 CONFIGURABLE FORMS
AXON RECORDS
As part of the base product offering, the system includes any state-standardized forms, and
up to 40 custom forms configured in alignment with the Agency’s operational needs. These
forms will be collaboratively identified and defined during the Discovery and Design phases
of the project. Additional custom forms beyond the initial 40 may be accommodated,
subject to scope and resource availability.
AXON STANDARDS
As part of the base product offering, the system includes all standard forms, and up to 25
custom forms configured in alignment with the Agency’s operational needs. These forms
will be collaboratively identified and defined during the Discovery and Design phases of the
project. Additional custom forms beyond the initial 5 may be accommodated, subject to
scope and resource availability.
1.4.3 PRINT SCHEMAS
A Print Schema refers to a customized layout template used to render and format reports,
forms, or records for printing or export. It defines the structure, styling, and data elements
that appear on the printed version of a report, ensuring alignment with the Agency’s
operational, legal, and branding requirements. Print Schemas are distinct from the data
entry forms and are configured separately to support external sharing, records compliance,
and professional presentation of report content.
AXON RECORDS
As part of the base product offering, the system includes a single non-configurable print
schema for all standard and State-specific forms, and up to 25 custom print schemas
configured in alignment with the Agency’s operational needs. These forms will be
collaboratively identified and defined during the Discovery and Design phases of the project.
Additional custom forms beyond the initial 25 may be accommodated, subject to scope and
resource availability.
AXON STANDARDS
As part of the base product offering, the system includes a single non-configurable print
schema for all standard forms, and up to 15 custom print schemas configured in alignment
with the Agency’s operational needs. These forms will be collaboratively identified and
defined during the Discovery and Design phases of the project. Additional custom forms
beyond the initial 15 may be accommodated, subject to scope and resource availability.
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1.4.4 MASTER CHARGE TABLE
The Master Charge Table is a foundational component of the Axon Records system, used to
manage and validate charges, statutes, and offense codes across key workflows including
arrests, citations, NIBRS submissions, and state reporting. Axon will provide the Agency with
a standardized template in .CSV format to be used for initial data collection and population.
The Agency is responsible for populating this template with accurate and complete
information in alignment with local, state, and federal requirements. Axon will then load the
completed table into the system during implementation.
Following Go-Live, ongoing maintenance of the Master Charge Table—including updates
required to reflect statutory or policy changes—will be the responsibility of the Agency
and/or their assigned Axon Technical Account Manager (TAM). This ensures continued
compliance with state and national reporting standards and alignment with the Agency’s
operational needs.
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1.5 REPORTING AND DATASTORE
1.5.1 IN-PRODUCT ANALYTICS
The baseline Axon Records environment provides the following analytics reports as part of
the Records system:
Crimes
Arrests
Stolen Vehicle Recovery
Stolen Property Recovery
Case Management
Productivity Reports
MNI De-Duplication
Property & Evidence
Citations
The above out-of-the-box (OOTB) dashboards will be provided as part of the initial
configuration. Each dashboard will support up to 20 custom data fields and up to 5 total
custom dashboards as defined during implementation.
Additional custom fields captured within Axon Records can be incorporated into both the
out-of-the-box (OOTB) dashboards and additional custom dashboards to better align with the
Agency’s reporting needs. The inclusion of such fields and the development of corresponding
visualizations may require additional Professional Services, with scope and cost to be
determined based on the complexity and specific reporting requirements.
1.5.2 DATASTORE
The Axon Records and Standards DataStore contains the data users enter into Axon Records
and Standards reports. The DataStore is a read-only Azure database the agency can access
for reporting and analytical purposes. Data is regularly pushed from Records (and Standards
if implemented) and arrives at the Axon DataStore in an tabular format with clear entity
relationships that be directly access via standard SQL queries.
Views and columns in the Axon Records DataStore follows the structure and field labels in
the original report or form where the data were entered into Axon Records.
The access to the DataStore includes read-only access to prescribed views of data
which are made available from the entry of data using the Axon Records User
Interface.
Axon provides the agency with a data dictionary and/or other appropriate
documentation.
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The Axon Records DataStore is provided on an as-is basis, and any requests for
custom views, queries, or connections will be subject to review within the standard
change order process with no charge, unless specified in this SOW.
If Axon provides reports and/or views for specific purposes as indicated, it is the
responsibility of the agency to maintain the data queries that support the custom
report after Go-Live.
Third Party “Data Sharing” –The Agency will have the ability to create and manage
read-only third-party (“3P”) service accounts to facilitate data sharing with third-
party systems where established hooks into Axon Records already exist. In such cases,
no additional integration is required; however, access to the Axon Records DataStore
is necessary. The Agency is responsible for provisioning these third-party accounts,
managing credentials, and ensuring that access is appropriately scoped and complies
with the Agency’s security and access control requirements. Axon will make the Axon
Records DataStore available to support required access.
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1.6 I NTEGRATIONS
1.6.1 INTEGRATION APPROACH
The Axon Integration Approach enables your agency to have one unified conversation across
the systems you use. Axon provides a single integration platform using Microsoft Self-Hosted
Integration Runtime. This integration source securely connects your on-premise data to the
Azure Government Cloud so that Axon can share data across Axon’s network of products and
software services with your agency’s existing and future systems. Software services provided
in the Azure cloud include auto-tagging, channel services, legacy evidence migration, and
more.
Using this integration platform, Axon can integrate with third-party systems via the
following methods:
IMPORT INTERFACE – Pulling data from a third-party system into Axon’s solution.
EXPORT INTERFACE – Pushing data from Axon’s solution to a third-party system.
BIDIRECTIONAL INTERFACE – An interface that supports both importing and exporting,
thus moving data between Axon’s solution and a third-party system
1.6.2 INTEGRATION MANAGEMENT
PRE-DISCOVERY PREPARATION
The agency must initiate contact with all third-party vendors prior to project Discovery to:
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Confirm their willingness to support integration with Axon Records.
Identify and plan for any associated costs or technical requirements.
Any integration for which a formal agreement or vendor commitment is not in place by the
conclusion of Discovery may result in a delay to the overall project schedule and/or
exclusion of that integration from the current scope of work. In such cases, the integration
will not be considered a requirement for Final Acceptance.
However, Axon remains committed to supporting the Agency’s broader integration goals. Any
excluded integrations may be revisited and incorporated into a subsequent project phase or
through a separately scoped engagement post–Go-Live, subject to mutual agreement and
execution of a Project Change Order.
THIRD-PARTY VENDOR COORDINATION
The agency is solely responsible for facilitating communication and scheduling all necessary
meetings with third-party vendors, including but not limited to commercial software
vendors, state systems, and municipal systems.
The agency is expected to maintain an active and collaborative partnership with all third-
party vendors throughout the duration of the project.
TECHNICAL DOCUMENTATION
The agency must provide Axon with all relevant technical documentation for each third-party
system integration, including APIs, data formats, and authentication methods, as early as
possible in the project lifecycle.
Axon will provide any applicable Axon API documentation and support for integration
development.
INTEGRATION SCOPE
Each integration will support the population of all standard form fields within the Axon
system, as well as up to 15 custom fields above the fields that are standard as defined
during integration scoping. Custom fields in excess of this limit may be considered for
inclusion; however, they may be subject to additional Professional Services and cost,
determined based on the scope and complexity of the requested data mapping and
transformation.as defined during integration scoping. Custom fields in excess of this limit
may be considered for inclusion; however, they may be subject to additional Professional
Services and cost, determined based on the scope and complexity of the requested data
mapping and transformation.
INTEGRATION TESTING
Axon will conduct formal Integration Acceptance Testing (IAT) to demonstrate the successful
functionality and expected behavior of each integration to the Agency.
Integration testing will be executed within the Agency’s Sandbox environment, allowing
validation of configuration, data flow, and business logic without affecting the production
environment.
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Testing is contingent upon the availability of a corresponding test environment from the
third-party vendor. Where such an environment is unavailable, Axon may utilize mock
payloads or simulated data to demonstrate the integration's core functionality and data-
handling behavior.
The Agency is responsible for facilitating coordination with its third-party vendors, ensuring
required access, credentials, and documentation are available in advance of the testing
window.
Any issues identified during IAT will be documented and addressed collaboratively prior to
Go-Live, or deferred via mutual agreement and tracked as part of the post-Go-Live support
plan.
ONGOING CHANGE MANAGEMENT
The agency must notify Axon promptly of any changes to the agency’s systems or third-party
vendor configurations that could impact integration functionality. Axon is not responsible
for changes on the agency or vendor side that are beyond Axon’s control.
Substantive changes to the technical architecture of an integration after development work
has commenced, such as modifications to the data source or destination systems, changes in
transport mechanism (e.g., switching from API to flat file), or introduction of new
authentication requirements, may trigger a formal change request. These changes will be
subject to Axon’s established change control process and may impact project timeline and
associated costs. Minor adjustments, such as field label corrections or endpoint refinements
that do not materially alter the agreed-upon design, will be assessed on a case-by-case basis
and addressed without formal change control where feasible.
1.6.3 AGENCY INTEGRATIONS
RECORDS | MOTOROLA | CALL FOR SERVICE
Axon will import Call For Service (CFS) information from the Motorola CAD system. Ingested
CFS data will be used to automatically create a shell Incident Report (TASK) in Axon Records,
assigned to the responding/primary officer from the CAD CFS Event. This integration may
(depending on CAD Vendor technologies) pull in related NCIC inquiry returns if
attached/incorporated within the CFS Event Data, into the CFS Side Panel within the Axon
Records Incident Report. Additional customization and workflows may be added to ingest
CFS Data and will be specified in Interface Requirement Documentation after Agency
Discovery sessions. Specific data points, cadence and import triggers, along with method of
transfer, will be determined during the Discovery Phase of the project.
RECORDS | CROSSROADS | CITATION
Axon will import citation data from the Crossroads system into Axon Records. The data will
be imported into a pre-built and delivered standalone form in Axon Records, and the
Citation standalone form will automatically finalize upon import. The Citation data ingested
from the 3rd party product will include only that data visible within the Citation standalone
form and will include an Attachment (.PDF) copy of the finalized version of the 3rd Party
Citation (when available from the vendor). During ingestion, data will be matched or
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ingested as new into the master name and master vehicle index for easy search and later use
on other Incident reports. Specific data points, cadence and import triggers, along with
method of transfer, will be determined during the Discovery Phase of the project.
RECORDS | CROSSROADS | COLLISION
Axon will import collision data from the Crossroads system into Axon Records. The data will
be imported into a pre-built and delivered standalone form in Axon Records, and the
Collision standalone form will automatically finalize upon import. The Collision data
ingested from the 3rd party product will include only that data visible within the Collision
standalone form and will include an Attachment (.PDF) copy of the finalized version of the
3rd Party Collision Report (when available from Crossroads). During ingestion, data will be
matched or ingested as new into the master name and master vehicle index for easy search
and later use on other Incident reports. Specific data points, cadence and import triggers,
along with method of transfer, will be determined during the Discovery Phase of the project.
RECORDS | ARJIS | DATA SHARING
As determined by a workflow, the interface extracts relevant case and incident data from the
Axon Records system to include; persons, incidents, evidence, case details, and other
relevant metadata. The extracted data is transformed into a format compatible with the
ARJIS system. This transformation might involve mapping data fields and converting the data
into a standardized format that can be seamlessly integrated with the national data sharing
system. Specific data points, cadence and import triggers, along with method of transfer,
will be determined during the Discovery Phase of the project.
RECORDS | COMMSYS | NCIC INQUIRY:
Axon will leverage CommSys (vendor relationship) to enable State CJIS, NLETS, NCIC,
connectivity. As an example, the service allows for inquiries to be conducted (ConnectCIC)
for Wants and Warrants to State/NCIC, Automated Property checks to State/NCIC, Orders of
Protection, DMV inquiries of Person and Vehicle information, along with many other
Inquiries and checks. This solution requires additional software activated within the Axon
Ecosystem, along with specific hardware, software and OS provided by the agency
Information Technology team. State and Regional approval and documentation is also
required as part of the testing/configuration/delivery of Axon NCIC.
1.7 DATA CONVERSION
1.7.1 CONVERSION APPROACH
Axon implements a structured methodology for converting data from the agency’s legacy
system to the product. The agency is responsible for providing Axon with extracted data in a
format that can be used by Axon for import. The preferred method for delivering legacy data
to Axon is to use the Microsoft Data Migration Assistant. The next best method is for the
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agency to send the data in the .bacpac file format to Axon. If neither method is available, a
direct query through the Microsoft Self Hosted Integration Runtime (SHIRt) can be used.
The quality of agency’s legacy data is critical to the data conversion timeline. The agency
must clean its data prior to conversion to ensure only quality data is being converted into
Axon Records. Data that has not been cleansed by the agency may introduce data quality
issues into Axon Records, which may compromise the master indices in Axon Records.
The earlier an agency can provide Axon with sample data, the sooner Axon can determine
the quality and complexity of the conversion. Axon queries the data to identify
completeness, missing values, and other measures of data integrity across records and
provides the agency with detailed findings. The agency may or may not elect to process the
data further to address completeness issues or may have Axon move forward with the
conversion process. The agency is responsible for ensuring data quality. Axon cannot modify
or manipulate the data being converted in any way.
If the agency is unable to provide quality, cleansed legacy data, it should consider migrating
legacy data to a separate data warehouse, so as to not transfer legacy data quality issues
into Axon Records.
The data and operational expertise of the agency’s staff are necessary for questions that
arise. Thus, it is critical that a member of the agency’s team be available to support the data
conversion portion of the project.
To ensure a smooth and successful conversion of legacy data, we employ a structured,
iterative process, limited to four key phases. This approach allows for continuous feedback,
refinement, and alignment with client expectations:
INITIAL ASSESSMENT AND MAPPING – We begin by conducting a comprehensive analysis
of the legacy data and mapping it to the new system's requirements. This phase ensures a
clear understanding of the data structure and the client’s needs, setting the foundation
for the conversion process.
TEST CONVERSION AND REFINEMENT – The first iteration involves a test conversion using
one month of data. This allows for initial validation and identification of any issues.
Based on the feedback from this load, refinements are made to the conversion process,
iterating up to three additional times, using one full year (or three calendar quarters of
data from multiple years) of data. These refinements ensure data integrity and align the
conversion with client expectations before proceeding to full-scale conversion.
FULL DATA CONVERSION – Following successful validation of the test conversions, the full
data conversion will take place. This phase will involve the conversion of the complete
data set, leveraging a detailed, coordinated conversion plan. The plan will outline the
production load steps, ensuring smooth execution with minimal disruption.
FINAL VALIDATION AND SIGN-OFF – After the full data conversion, a final review and audit
will be conducted to ensure the data is complete, accurate, and aligned within Axon
Records. The client will validate the converted data, and once confirmed, the final sign-
off will take place.
Any Data Misalignment will be addressed during the final validation stage, and minor
corrections to ingested data will be made where incomplete, or misaligned data exists.
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1.7.2 ROLES AND RESPONSIBILITIES
The agency should be prepared to:
Provide a subject-matter expert (SME) in the legacy system and data and provide
availability for consultation throughout the project.
Facilitate meetings with all third-party system vendors where data conversion is
necessary, as required by Axon.
Extract and provide the data to Axon in an agreed-upon format.
Address data quality by the agency prior to provisioning to Axon.
Minimize the amount of business logic and file processing prior to conversion where
possible.
Provide a data dictionary to define all elements of legacy data.
Provide an entity relationship diagram of the legacy database, if available.
Collaborate with Axon to map the data from the legacy data structures and formats into
the product.
Data conversion and data conversion reviews are critical to success. Throughout the data
conversion, requirements planning, and review process, the agency project team and
Axon data conversion project resource work closely together to ensure success.
MOTOROLA NETRMS | RECORDS DATA CONVERSION
Axon will convert all Incident Reports, Investigation Cases, Supplements, and Physical
Property & Evidence identified within Incident Reports, from NetRMS to Axon Records.
DATA OBJECT(S)
INCLUDED
VOLUME OF
RECORDS
DATA OBJECT(S)
EXCLUDED
Incident Report
Attachments
Cases
Physical Evidence and
Property
MNI/MLI
Warrants
Permits
DA Discovery Package
Citations
Case Log Notes
Approximately 10GB
database size
None
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LEFTA | STANDARDS DATA CONVERSION
Axon will convert legacy data from LEFTA into Axon Standards. The conversion process
imports master index records as part of the incidents, supplements, or use of force reports
that are being converted into the Axon system. Data objects and volume of records will be
identified during the discovery process.
QUETEL | PROPERTY & EVIDENCE DATA CONVERSION
Records Data Conversion: Axon will convert all Physical Property & Evidence from the
QUETEL Property & Evidence management system into Axon Records. This will include digital
attachments and chain of custody history.
DATA OBJECT(S) INCLUDED VOLUME OF RECORDS Data Object(s) Excluded
Property Items
Item history records
Attachments
Chain of custody
Case Data
Images
155,311 items
1,006,670 item
history records
159,248 chain of
custody records
73,526 case data
73,592
attachments
636,734 images
LaserFische | DOCUMENTS BASED Records Data
Conversion
DATA CONVERSION – DOCUMENT-BASED APPROACH Axon offers document-based data
conversion as a lower-cost, lower-effort, lower-risk approach to make legacy reports
accessible, searchable, and compliant within Axon Records. Axon’s document-based data
conversion imports copies of legacy records in PDF or DOCX format (called “Legacy
Documents”). Our system attaches Legacy Documents to forms in Axon Records, along with
incident number, date and time of incident, primary officer, and location (optional) (called
“Basic Metadata”) about the Legacy Document, which can be supplemented as needed.
Information contained in the Basic Metadata can be searched and used to filter search
results, and will be available within the DataStore. Searching the Legacy Documents for
information not contained in the Basic Metadata is done with simple text matches indexed
using Optical Character Recognition (OCR) when the Legacy Document is imported into Axon
Records; however information in Legacy Documents not contained in the Basic Metadata
cannot be used to filter search results, and is not available in the DataStore.
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This document-based conversion approach requires the agency to provide Axon with Legacy
Documents, together with an index enumerating the Basic Metadata and associating it to the
Legacy Documents. The agency will provide the files to Axon by providing access to an
agency managed SFTP site, or by Axon extending an SFTP upload location from an Axon
managed Azure Blob. Secondly, another option may be for the agency to provide access to
the agency Data by way of the Azure Data Factory using the Microsoft Self Hosted Runtime
service. This would be the same for the backup (. BAK ) file for the related database.
This process is considered complete once all agreed-upon documents have been uploaded
into the Evidence.com environment, and the agency validates the Basic Metadata and Legacy
Documents. Axon does not provide ongoing maintenance of the Legacy Documents or the
Basic Metadata after initial ingestion.
DESCRIPTION OF ROLES AND RESPONSIBILITIES
The agency should be prepared to:
• Provide a subject-matter expert (SME) with knowledge of the legacy data structure
and file accessibility, available for consultation throughout the project.
• Facilitate meetings with third-party vendors where necessary to obtain and deliver
Legacy Documents.
• Extract and provide Legacy Documents in supported formats (PDF or TIFF) to Axon.
• Ensure files are complete and organized prior to delivery to Axon.
• Provide metadata, indices, and/or any relevant export instructions Axon should
follow when importing (if available). If unavailable, the Shell Incident may not be
generated.
• Validate that Legacy Documents are accessible, searchable, and properly annotated
with Basic Metadata inside Axon Records.
Axon will:
• Ingest, index, and load Legacy Documents into Axon Records.
• Apply OCR indexing to enable keyword, name, vehicle, and location search.
• Create empty incidents, attach Legacy Documents, and associate Basic Metadata,
which will support supplementation or NIBRS updates as needed, if the appropriate
data is provided.
• Provide validation report confirming completion and accessibility of Legacy
Documents and Basic Metadata.
AGENCY DOCUMENT CONVERSIONS
• Scope of Conversion: All incident, case, and records management files in PDF or TIFF
format from the agency’s legacy RMS, or third-party storage location, provided in
supported formats. These are preserved with full fidelity, without data
transformation.
• Searchability: All uploaded Legacy Documents are OCR-indexed to allow keyword,
name, vehicle, and location searches.
• Supplements: Agencies may add non-NIBRS supplements directly to incidents
associated with Legacy Documents. NIBRS-compliant updates can be transposed into
Axon Records where needed.
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• Compliance: Legacy Documents retain all Records tools for restriction, sealing,
expungement, and redaction, ensuring consistent compliance and control.
• Reporting: Information in Legacy Documents is not present in the Axon DataStore.
Basic Metadata is present in the Axon DataStore.
DATA OBJECT(S) INCLUDED VOLUME OF RECORDS Data Object(s) Excluded
Cases
Documents
48,757 cases
66,245 documents
Only the document categories explicitly identified in this Statement of Work are included in
scope. Any additional categories not listed are considered out of scope and subject to
change control and additional fees.
1.7.3 LEGACY SOFTWARE UPDATES
During the data conversion process, Axon builds rules to govern the mapping of data from
your legacy databases into the Axon Records database. If your legacy vendor changes your
legacy database structure during the data conversion project, the accuracy of the data
conversion could be compromised. As such, the agency agrees it will not allow its legacy
database to be updated or changed, until it has been confirmed that any changes will not
impact the data conversion.
In the event that unauthorized or uncoordinated changes are made to the legacy systems,
Axon may be required to re-perform all or part of the data mapping, transformation, and
conversion processes, which may result in additional Professional Services costs. Such
changes can also lead to delays in the project timeline due to necessary rework or
revalidation efforts. Axon will not be held responsible for any resulting data quality issues,
omissions, or corruption stemming from changes made to the legacy systems without prior
coordination and approval.
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1.8 COMPLIANCE REPORTING AND CERTIFICATION
1.8.1 NIBRS/STATE INCIDENT-BASED REPORTING (IBR)
AND CERTIFICATION
RECORDS | NIBRS | STATE IBR
Axon works in partnership with the agency to complete the NIBRS/State IBR certification
process with the State UCR Program to meet the state’s incident-based reporting
requirements as specified in the state’s IBR technical specifications or IEPD. Axon trains
appropriate personnel within the agency to perform corrective action to Incident Reports,
and ensure representative incident data is captured in alignment with NIBRS/State IBR
standards within the Axon Records environment. Axon does not provide training to agency
staff on the foundational concepts and requirements of NIBRS/State IBR. During the
Discovery process, an Axon UCR Specialist will meet with the agency to confirm and
document all NIBRS/State IBR reporting requirements as specified in the SOW which will
then be configured for the agency in Axon Records.
At go-live, NIBRS/State IBR-compliant reporting per the requirements in the state IBR
technical specification/IEPD and the supporting data submission mechanism will be in place.
Agency certification will continue in the months following go-live as the requisite production
data is accumulated to support certification requirements. This period is variable, depending
on the State-specific UCR Program certification requirements.
The NIBRS/State IBR certification process includes:
Training agency personnel on the processing and critical review stages of all generated
incident reports within Axon Records to ensure required NIBRS/State IBR reporting
compliance data is captured.
If leveraging a manual submission process, agency personnel will conduct a periodic
NIBRS/State IBR export report of the incidents to the state in the manner and frequency
determined by the state.
Working with the agency to review errors, update codes, statutes, entity relationships,
and any unmatched data the state rejects as part of the NIBRS/State IBR test submission
process through certification.
Note: NIBRS/State IBR certification is a separate requirement and timeline from Final MCR
(Milestone Completion Report) that will be determined in collaboration with the Agency’s
Records Department, the Axon Compliance & Reporting Team, and State UCR/NIBRS Program.
The Customer acknowledges that Final Acceptance of the Software is independent of
achieving NIBRS/State IBR certification. Final Acceptance may occur prior to the Customer
obtaining NIBRS/State IBR certification, provided all other contractual obligations and
deliverables have been met. This does not preclude Axon from continuing to support the
Customer through both the NIBRS/State IBR certification process and for the duration of the
contract as part of the included support and maintenance services.
Due to the variation in State-specific incident-based reporting requirements and the
extended durations often required to achieve NIBRS/State IBR certification, Axon commits to
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submitting data at an error rate below the state-specific threshold as a condition for Final
Acceptance. However, State Certification itself will not be a condition or deliverable for
Final Acceptance.
1.8.2 ADDITIONAL STATE COMPLIANCE REPORTING
REQUIREMENTS
Some states require additional compliance reporting on topics such as Use of Force, Traffic
Stop, and Domestic Violence, LEOKA, and Hate Crimes in addition to the NIBRS/State IBR
requirements. During the Discovery phase, the Axon UCR Specialist will work with the agency
to document the additional compliance reporting requirements as specified in the SOW,
including the required data elements and submission process. A gap analysis will then be
conducted by Axon to determine if the additional compliance reporting requirement(s) can
be achieved within Axon Records or if additional work as a part of the agency’s
configuration/build is needed to meet the additional compliance reporting. All additional
state compliance reporting requirements are a separate requirement and timeline from Final
MCR that will be determined in collaboration with the Agency’s Records Department, the
Axon Compliance & Reporting Team, and California UCR/NIBRS Program.
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1.9 VALIDATION
1.9.1 VALIDATION APPROACH
Axon utilizes a hybrid program methodology in which Design, Build and Validation activities
take place across a number of iterative sprints. Throughout these sprints the collective
project team leverages progressive elaboration to design and build features and functions to
meet the operating needs of the agency. These sprints last anywhere between 2-4 weeks and
are highly collaborative. As feature sets are configured, the project team will partner to
complete Functional Acceptance Testing in which agency subject matter experts have the
opportunity to validate system functionality and provide feedback where modification or
enhancement may be required. To promote project momentum and reduce downstream
rework, the Agency should target to complete validation activities within 10 business days of
the delivery of the sprint.
After the configuration of Axon Records is complete, Axon’s team will facilitate User
Acceptance Testing (UAT) with the agency’s identified end-users. Through validation
activities, our team in collaboration with Carlsbad, will be able to determine whether your
agency’s solution is configured correctly and validated against the agreed-upon
requirements and product outcomes. This includes final validation of integrations, data
warehouse set-up, configuration, and any data conversions.
User Acceptance Testing is role and scenario based, and the following list covers some
sample scenarios designed to methodically validate all components of the new system. If all
testing scenarios meet the pass criteria, the agency will be ready for training and go-live. If
during the validation process, changes are identified, the PM, SA, and an agency-appointed
deployment lead will re-scope the necessary effort and execute and re-run the applicable
scenario until acceptance is reached.
1.9.2 EXAMPLE SCENARIOS
Scenarios include but are not limited to:
SEARCH FOR DATA ENTERED INTO AXON RECORDS INCLUDING INCIDENTS, PEOPLE,
VEHICLES, AND LOCATIONS – The pass criteria for this scenario includes successful
utilization of the search feature to locate applicable information while focusing on
efficiency and readability.
MY TASKS, CALL FOR SERVICE – The pass criteria for this scenario includes verifying all
the integrations between your CAD and Axon Records, as well as focus on your patrol
officers’ understanding of the reports assigned, priority, and subsequent routing to the
correct supervisor and records for review.
REPORTING AND ANALYTICS – The pass criteria for this scenario includes a review of all
data summarizations created for go-live with crime analysts and end-consumers of the
data, such as command staff. Results will be graded on the ability to review and extract
insights from the data as well as testing of automatic updates to data where configured.
In addition to product outcome validation, our team will perform integration reviews with
the agency. These will include an overview of the steps listed above with your project
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lead. Once the system has been confirmed as operational and configuration is approved
by your team, we will then initiate the final training and go-live measures.
1.10 TRAINING
1.10.1 TRAINING APPROACH
Training is a critical step in the deployment process and takes careful planning and
consideration. Axon believes that one training size does not fit all, which is why we will
work with you to develop a flexible training curriculum tailored to meet the specific needs
of your agency.
Axon’s robust training preparation and execution will help promote skill development and
knowledge transfer, ensuring sustained success. Our training approach includes the
following:
The Axon RMS Learning Program is designed to equip agency personnel with the knowledge
and skills necessary to effectively utilize the Axon Records Management System (RMS) in
their daily operations. This structured training program ensures a seamless transition from
the legacy system to Axon Records, preparing users to perform essential and advanced tasks
within the platform.
Axon will make the Axon Academy learning management system available at no additional
cost to Carlsbad Police Department as part of this engagement. Axon Academy is Axon’s
comprehensive online training and LMS platform for law enforcement, providing e-learning
modules, product tutorials for Axon Records and Standards, TASER devices and body-worn
cameras, and immersive virtual reality (VR) scenarios to strengthen officer safety and
decision-making skills. Carlsbad PD personnel will be able to complete role-based training,
participate in instructor-led courses, and track certifications and performance metrics
through a centralized system that supports in-person, virtual, or hybrid delivery. The
platform, including how-to videos, product guides, and community support resources, is
accessible directly via the Axon Academy portal at https://academy.axon.com/.
There are two types of courses offered in the Axon RMS Learning Program: Train-the-Trainer
(TTT) and End User Training (EUT). Carlsbad Police Department has selected the following
training method to be included in this implementation:
1.10.2 TRAIN-THE-TRAINER (TTT)
The Train-the-Trainer course is a key component of the program, providing advanced
instruction on the critical functions of Axon Records. This course covers all fundamental and
advanced tasks, ensuring trainers gain the necessary expertise to lead end-user training
effectively. Participants engage in interactive learning and hands-on system navigation, with
a final requirement to conduct peer-led instruction on a learned topic.
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Upon completion, trainers will be provided with resource materials to support their agency’s
end-user training efforts. The depth and complexity of the end-user training will be
determined by the specific system modules implemented by the agency.
Key Considerations for TTT:
The program is designed to ensure trainers are confident in facilitating learning and
supporting end-user adoption of Axon Records.
Axon trainers serve as system experts but do not dictate agency-specific policies or
procedures. These responsibilities remain with the designated agency representatives.
Axon provides the agency with all the necessary training materials and digital assets to
facilitate any of the training formats listed below. Training sessions are conducted in an
environment containing necessary configurations, forms, and workflows. Any additional training beyond the selected method is subject to adjustments in pricing. Contact your
sales representative for more information.
It is the responsibility of the agency to deliver and update the training materials to
include agency policies and procedures.
Through a combination of structured learning modules and hands-on instruction, the Train-
the-Trainer course ensures designated trainers are well-prepared to lead a smooth and
effective agency-wide adoption of the Axon Records Management System.
Axon trains the agency’s recommended users (no more than 20 users per session depending
on the size of the agency) in full system functionality. This is typically the agency’s trainers,
or training academy/FTO staff. The agency’s trainers are responsible for training all agency
end users. Axon provides all training materials for successful training and assists the
agency’s trainers in creating the course and training schedule.
1.10.3 SCHEDULE
The training plan contains an agreed-upon schedule that makes efficient use of time and
resources to avoid undue staffing impacts on the agency. Training sessions occur after the
User Acceptance Testing has been successfully completed and documented.
Training sessions provided by Axon are conducted on consecutive weekdays (Tuesday-
Friday) during normal business hours (9am-6pm with an hour break in between sessions).
Training sessions required past the agreed-upon schedule in the training plan, regardless
of delivery method, are the responsibility of the agency, unless agreed upon previously by
the project team and training team management.
1.10.4 CURRICULUM
As part of the Axon RMS Learning Program, Axon will provide designated agency personnel
with a structured package of instructional materials to ensure they are equipped to deliver
consistent, accurate, and effective end-user training for all courses covered during Axon-led
training sessions. These resources are designed to align with Axon RMS workflows and
support scalable knowledge transfer within the agency.
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Agency personnel will receive the following resources:
INSTRUCTOR LESSON PLAN – A comprehensive course outline that details instructional
flow, learning objectives, recommended timing, and delivery strategies. This lesson plan
ensures trainers can confidently and uniformly lead sessions across different user groups.
POWERPOINT PRESENTATION – A standardized training deck that supports delivery of the
end-user curriculum. The presentation includes key topics, system navigation guidance,
screenshots, and discussion prompts to enhance learner engagement and retention.
SCENARIO-BASED EXERCISES – A collection of realistic training scenarios specific to the
agency’s operational use of Axon RMS. These scenarios are tailored to mirror actual
workflows and will be used during hands-on segments to reinforce learning through
practical application.
Trainers may also receive supplemental guidance from Axon training staff, including
recommendations for scheduling, class setup, and facilitation best practices. This ensures
internal trainers are fully prepared to conduct effective training sessions for all end users.
The following chart breaks down each core learning course into title, course description and
target audience:
COURSE NAME COURSE DESCRIPTION TARGET
AUDIENCE
Records for Patrol
Provides users with the ability to
complete core patrol reporting
activities. Covers system workflow rules
related to collaborative report writing
and incident-based reporting. Activity-
driven with independent report-writing
objectives.
Personnel responsible
for writing and
contributing to incident
reports.
Records for Patrol
Supervisors
Designed for supervisors reviewing
incident reports. Covers adding
comments, reassigning reports,
applying restrictions, and other
supervisory tasks.
Personnel responsible
for reviewing and
assigning incident
reports.
Central Records
Management
Instructs users on managing and
administering all records within the
platform. Covers sealing, Records
Division review, editing,
approval/rejection, finalization, and
searching/retrieving records for public
requests. Includes limited NIBRS error
discussions.
Personnel responsible
for administrating
records, public releases,
and final review for
records and NIBRS
validation.
Case Management
Covers case management functions,
including creating cases,
adding/viewing case details and tasks, managing evidence, and searching
cases.
Personnel responsible
for investigating
offenses beyond the
initial call for service.
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Records Basics
Offers a high-level interactive overview
of Axon Records, including simple
report writing, searching, and printing
reports.
Personnel with limited
functions such as
Dispatchers, Civilians,
and Front Desk
personnel.
Property and Evidence
Management
Teaches users how to complete
property and evidence check-ins,
searches, audits, barcode label
printing, and chain of custody tracking.
Personnel responsible
for intake, inventory,
and maintenance of
tangible evidence.
Booking Management
Covers the process of intaking, holding,
releasing, or transferring inmates to
another holding facility.
Personnel responsible
for intaking and
processing inmates upon
initial in-custody arrest.
Warrant Management
Instructs users on creating and
submitting new papers, searching, and
maintaining civil and criminal warrants
within Axon Records.
Personnel responsible
for entering and
maintaining civil and
criminal warrants and
court-ordered
paperwork.
Personnel
Management
Provides users the ability to capture
and maintain agency personnel records,
including emergency contacts,
assignments, education, training
history, and certifications. Covers
managing the duty roster.
Personnel who create,
modify, track, and
manage trainings,
certifications,
assignments, and duty
rosters.
Permits
Guides users in creating custom forms
for permit applications and managing
the permit lifecycle (application review,
approval, issuance, expiration).
Personnel who issue,
reject, and renew permit
applications, and set
permit expiration dates.
Training
Provides users with the ability to
manage agency courses, curricula, and
learners to ensure officers are trained effectively and in accordance with laws
and policies.
Personnel who create,
modify, track, and
manage trainings,
certifications,
assignments, and duty
rosters.
System Administration
Trains users to perform Axon Records
system administration tasks, including
user setup, account management,
privilege granting/removal, report
distribution, routing, and audit log
review.
Personnel responsible
for system setup and
maintenance.
Analytics
This training program prepares agency
personnel to effectively use Axon
dashboards and data store for routine
tasks, enabling them to run reports,
create dashboards, and perform
analytics. It serves as the final step in
onboarding users to Axon Analytics.
Personnel who will use
Axon dashboards or
datastore for routine
work functions.
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1.11 GO LIVE
Axon works in partnership with the agency to build, coordinate, and execute a go-live plan
to ensure successful implementation of interfaces and data conversion. Some of these go-
live events happen in parallel with the system implementation process, and Axon
coordinates with the agency to determine the timing requirements for each cutover.
By go-live, the agency should be well prepared to use Axon Records on their own and in the
field. The Axon project team will provide a combination of both on-site and remote support,
led by your project manager, the day the new system goes live.
During the initial Go-Live phase, Axon’s on-site team will be there to address questions as
they arise, which will ensure a smooth and successful Go-Live experience for the agency.
We understand that going live can be a stressful time for an agency, which is why the Axon
project team will be with the agency each step of the way, in partnership, to guarantee a
successful deployment.
1.11.1 GO-LIVE CONTINGENCY
At the agency’s discretion, they may elect to go-live before all project deliverables are
complete. Upon completion of all project deliverables, exclusive of the deliverables
identified below, the Go-Live MCR will be submitted to the agency for review and signature.
Upon acceptance of the Go-Live MCR, the agency will be invoiced for full payment as
quoted.
This does not relieve Axon from completing the applicable deliverables, and Axon will
continue supporting the agency with the completion of these deliverables as the availability
of functionality allows.
Integrations
Data Conversions
NIBRS Certification
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1.12 THIRD-PARTY PRODUCTS AND SERVICES
To deliver a complete solution to the agency, Axon employs third-party products and
services providers.
Axon is responsible for the management of third parties identified below for the purposes of
this project. All communications between those third parties, the agency, and Axon is
managed by Axon including any supporting requirements, integration acceptance testing,
background checks, functional acceptance testing, or the processing of PCO or MCR
documentation.
The following third-party products and services are included within the scope of this SOW:
1.12.1 MICROSOFT SELF HOSTED INTEGRATION RUNTIME
(“SHIRT”)
Included within this project is software that allows integrations within the agency’s local
environment to communicate with Axon’s cloud hosted environment.
The agency agrees to provide a CJIS server and operating environment for hosting the Self
Hosted Integration Runtime. The minimum technical requirements are:
Windows 8.1, 10, 11 or Server 2012, 2012 R2, 2016, 2019, 2022
64-bit Operating System with .NET Framework 4.7.2 or above
2 GHz, 4 core CPU, 8 GB Memory and 80 GB disk
A virtual machine installed on a CJIS server will also suffice. It does not need to be a
standalone, dedicated CJIS server.
1.12.2 GIS
Axon Records uses a multi-tenant Axon-hosted ArcGIS Enterprise instance in combination
with Esri Online for GIS functions within Records. This infrastructure meets our customers’
stringent requirements for high availability GIS data in mission-critical uses. Axon Records
supports the following GIS functions:
ADDRESS SUGGESTIONS – validated address suggestions are offered to the user when
typing in an address. Address validation and geocoding - validation of an address against
Esri data and geocoding the location
REVERSE GEOCODING – taking geographic coordinates of a location and converting to a
text-based address for the location.
COMMON NAMES AND STREET ALIASES – agencies can define common names or aliases for
locations, which, when entered, will be geocoded to the corresponding address and
coordinates
ANNOTATIONS FEATURE LAYERS – Agencies can supply their own feature layer(s) for
custom annotations (e.g. Districts, Beats, Zones). Annotations are retrieved from the
shapefile based on the coordinates of an address and stored as part of location data in
Axon Records.
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In the event that Esri basemap and data set is not sufficient and the agency has their own
GIS provider, Axon Records can also integrate with a third-party hosted composite locator
via REST APIs. All of the above GIS features and information must be provided by the locator
and meet Axon’s requirements, data contract, and availability SLAs.
1.12.3 ADDITIONAL HARDWARE REQUIREMENTS
Certain modules, features, or integrations included in this implementation may require the
use of specific hardware (e.g., signature pads, barcode scanners, printers, biometric devices,
or network appliances) to fully realize their intended functionality. While Axon will provide
guidance on technical compatibility and configuration requirements, the procurement,
installation, and maintenance of any such hardware is the sole responsibility of the Agency.
Axon will not supply hardware as part of this engagement unless explicitly stated elsewhere
in this SOW or associated quote documentation. Any additional hardware requirements will
be communicated during the relevant phase of implementation (e.g., Discovery or
Configuration), and the Agency is responsible for acquiring such hardware in time to support
scheduled project milestones.
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1.13 PROJECT MANAGEMENT
1.13.1 PROGRAM M ETHODOLOGY
The Axon Program Methodology enables all parties to navigate toward a common set of
goals, as well as project tracking, risk identification, problem-solving, communication,
quality, and change management processes and tools that are key to the successful
management of Axon software deployments. The Axon Program Methodology is based on the
principles of both the PMI, as well as the Standard for Project Management (ANSI 99-001-
2021).
1.13.2 PROJECT PLANNING
Axon utilizes a hybrid approach to project management, utilizing aspects of both Agile and
Waterfall methodologies. Waterfall is used for the overall project, with a high-level Gannt
chart depicting all key phases and major milestones. More detailed Agile methodology and
Sprint Planning is used during the configuration and build phases of the project.
The agency can expect the following as it pertains to the development and management of
the project schedule:
The Axon project team will initially prepare a preliminary Gannt chart outlining all key
phases and milestones in monthly time increments.
As the team prepares for the Project Kickoff, a detailed project schedule for all activities
in the Initiation and Discovery phases will be completed.
Upon completion of the Discovery Phase, a Scope Baseline document will be provided.
This document will identify all features and functionality that need to be configured
and/or developed, which will be a critical input to building out the Design/Build Sprint
plan.
Then a detailed project schedule for the iterative Design | Build phase will be produced,
and a Go-Live date will be set.
Based on the forecasted Go-Live date, the remaining detail for the User Acceptance,
Training and Deployment phases will be built out.
1.13.3 HIGH-LEVEL PROJECT PLAN
This high-level project plan provides an overview of the key Phases, Activities and
Deliverables required to accommodate a successful implementation of Axon Records.
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GO-LIVE DATE
At the conclusion of the Discovery Phase, Axon will partner with the Agency to identify a Go-
Live date that is most conducive to Agency operations, taking into account operational
readiness, internal priorities, and resource availability. To ensure proper support and
resource allocation, certain dates will be blacked out and unavailable for Go-Live scheduling.
These may include, but are not limited to, national holidays, Axon company holidays, and
periods of engineering freezes.
These blackout periods are established to protect the success of the deployment by ensuring
that all necessary personnel—including implementation, engineering, and support
resources—are available to assist during this critical transition. The selected Go-Live date
will be confirmed mutually and included in the project schedule following Discovery
completion.
Axon will make reasonable efforts to adhere to this timeline; however, delays caused by
factors outside Axon’s control may impact the schedule.
Delays may include, but are not limited to:
Unresponsiveness to scheduling requests for workshops, configuration sessions, or
reviews within 10 business days
Failure to provide required data, documentation, or approvals within agreed-upon
timeframes
Delays in access to necessary systems, environments, or stakeholders
Prolonged periods (e.g., more than 15 consecutive business days) of project inactivity
attributable to Agency-related factors
Dependencies on third-party vendors or systems not managed by Axon
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If the project extends more than 60 calendar days beyond the anticipated completion date
due to such factors, Axon reserves the right to assess additional Professional Services fees.
Any such adjustments will be discussed and agreed upon through the standard change
control process.
1.13.4 AXON PROJECT TEAM ON-SITES
ONSITE #1 – Project Kickoff and the initiation of the Discovery Phase of the project.
Typically, 3 to 4 days in length based on agency availability and projected complexity.
ONSITE #2.1 – Agency Testing with expanded subject matter experts. Typically, 4 days in
length, conducted once we’ve reached 25 to 50% of the system configuration; allows end
users to provide feedback.
ONSITE #2.N – Additional on-sites may be added throughout the Design/Build cycle if
deemed warranted by the collective project team.
ONSITE #3 – User Acceptance Testing conducted; successful completion will confirm Go-
Live date. Typically, 2 to 3 days in length.
ONSITE #4 – Training – Various methods, including Train the Trainer and End User;
timeline will vary based on option.
ONSITE #5 GO-LIVE – Team comes onsite the day prior to Go-Live through the end of week
(5 days).
ONSITE #6 – On-site Hypercare (5 days).
ADDITIONAL ON-SITE VISITS
While the above list outlines the standard on-site engagements included as part of the
implementation, additional on-site visits may be necessary to ensure project success. If
additional on-sites are requested by Axon based on project needs, no additional cost will be
passed on to the Agency. However, should the Agency request supplemental on-site visits
beyond those outlined, Axon will evaluate the necessity of the request in collaboration with
the Agency, and any approved visits may be subject to additional Professional Services fees
based on scope and resource requirements.
1.13.5 IMPLEMENTATION ACTIVITIES AND DELIVERABLES
This Implementation Plan provides a high-level overview of the key Phases, Activities and
Deliverables required to accommodate a successful implementation of Axon Records.
PHASE ACTIVITY DELIVERABLE
Project
Initiation |
Kickoff
Project Team Meet and
Greet
Setup Agency Sandbox
environment
Setup Agency PMIS
(project toolkit)
Project Kick- Off Meeting
Project Kick- Off Presentation
Axon Team – Program Manager
Agency Team – Project Manager
High-level project plan
Axon Team – Program Manager
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Inventory available agency
artifacts
NIBRS-compliant agency Sandbox
environment
Axon Team – Business Analyst
Axon Team – UCR Specialist
Discovery
(Requirements
Planning)
Develop foundational
understanding of agency
operations
Identify required agency
Integrations, including
directionality and content
Identify reporting
requirements, including
state-specific NIBRS
submissions
Data Conversion discovery
– Source systems of record
Identify key product
features and functionality
required to accommodate
operations
Scope Baseline and Gap Analysis
Axon Team – Program Manager
Axon Team – Business Analyst
Detailed project plan
Axon Team – Program Manager
Define project level build plan
Axon Team – Program Manager
Axon Team – Business Analyst
Axon Team – Solution Architects
Axon Team – UCR Specialist
Form Inventory
Axon Team – Business Analyst
Agency Team - All
IRD Part A for integrations and
conversions
Axon Team – Solutions Architect
Design | Build
(Multiple,
iterative
cycles)
See Appendix
for Detail
Agency Configurations
Form Design &
Development
Agency Integrations
DataStore
Data Migrations
Functional Test Plan
Iterative Functional
Testing:
Develop Functional Test
Plan (Build Review)
Schedule Functional
Testing
Execute Functional Testing
Review Results
Schedule Contingency
Functional Testing on
Remaining Items
Configurations complete in Sandbox
environment
Axon Team – Business Analyst
Data Conversion plan
Axon Team – Solution Architect
Data Dictionary
Axon Team – Solution Architect
Integration Plan
Axon Team – Solution Architect v
DataStore is active and accessible to
Agency for Sandbox environment
Axon Team – Business Analyst
IRD Part B for integrations and
conversions
Axon Team – Solution Architect
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Validate
User Acceptance Testing:
Develop User
Acceptance Test Plan
Schedule User
Acceptance Testing
Execute User
Acceptance Testing
Review Results
Integration Testing:
Schedule Integration
Testing
Execute Integration
Testing
Review Integration
Testing Results
Schedule
Contingency
Integration Testing
Open Items
Conversion Testing:
Schedule Conversion
Testing
Load sample
payloads from source system into
agency Sandbox
Review Conversion
Testing Results
Resolve identified
discrepancies and
execute additional
validations
Confirm Training
and Go- Live
Readiness
User Acceptance Test, Conversion and
Integration test plans
Axon Team – Program Manager
Axon Team – Business Analyst
Axon Team – Solution Architect
Axon Team – UCR Specialist
Training
Planning:
Define list of
Trainees/ Roles
Review Training
Curriculum with
Agency
Update Agency SOPs
(as needed)
Schedule Training
Training plan
Axon Team – Program Manager
Axon Team – Technical Account Manager
Axon Team – Business Analyst
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Execute Training:
Confirm Go- Live
Readiness
Go- Live
Agency Support Planning:
Define Support Plan
Assign Axon Support
Resources
Review Hypercare
Support Model
Review Sustained
Support Model
Go-Live and Cutover
Plan Review
Production Go- Live &
Conversion:
Execute cutover and
conversion plan
Confirm Successful
Login and
Performance
Deliver Data
Warehouse
Connection
Agency Go- Live
Support plan
Axon Team – Program Manager
Axon Team – Technical Account Manager
Go-Live and Cutover plan
Axon Team – Program Manager
Agency Team – Project Manager
Cutover and Conversion checklist
Axon Team – Solution Architect
Hypercare Hypercare (60 days)
Sustained Support
myAxon Support Portal
Axon Team – Technical Account Manager
Axon Team – Program Manager
Final
Acceptance
Sustained Support
Release Upgrades and
Enhancements
Axon Team – Program Manager
Agency Team – Executive Sponsor
Agency Team – Project Manager
ADDITIONAL DELIVERABLE DETAIL
PROJECT KICKOFF
Project Kickoff Brief: The project kickoff brief provides a general overview to the agency’s
key stakeholders/ leadership of the project they will be working on for the duration of the
project. It walks through all of the subsequent phases of the project.
Format: PowerPoint Presentation
Additional: Axon will establish the Agency’s Smartsheet Workspace for program
management & Agency Sandbox for system configurations and development.
Project Risk Register: Risk is inherent in any project, and appropriate identification and
mitigation/exploitation of risk is critical to the success of the project. Drawing from Axon’s
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extensive project experience, an initial Risk Register will be jointly created and reviewed
with agency stakeholders during the Initiation phase of the project. Once in place, risk will
consistently be monitored and reviewed, allowing for appropriate actions to be taken to
mitigate/exploit risks as deemed warranted.
Format: Word/PDF Document
DISCOVERY
Project Feature Gap Analysis: The project team will conduct a Gap Analysis on the net new
functionality needed to take the Agency live on Axon RMS. The documentation will capture
the feature, its priority, product owner, estimated completion date & associated technical
tracking tickets (Jira).
Format: Smartsheet
Project Scoping Document: The project team will author the Scoping Document to align both
project teams on the Agency’s requirements for Go-Live and ensure complete transparency
on functionality and its availability.
Format: Word/ PDF Document
Additional: The Agency’s Smartsheet Workspace will contain additional sheets that outline a
Rolling Action Item List (RAIL), the Project Schedule, a Build Status sheet that captures the
configuration requirements to meet the Agency’s deployment requirements.
DESIGN | BUILD | VALIDATE
Smartsheet Workspace: The project team will maintain the Agency Workspace – the sheets
will be kept current to reflect system configurations conducted, and the Build Status of the
RMS.
Format: Smartsheet
Integration Requirements Document (IRD): The project team will develop the Integration
Requirements Documents to document Axon’s understanding of the current systems used,
the planned and revised approach, the intended outcome, the Agency’s required data
objects, the integration directionality, frequency of transfer and all needed additional
technical requirements.
Format: Word/ PDF Document
Additional: Axon will provide the Agency a Network Diagram and Data Dictionary to
communicate technical capabilities and/or limitations to ensure a supportable
deployment.
Data Conversion Plans (DCP): The project team will develop the Data Conversion Plans to
document Axon’s understanding of the current systems used, a comprehensive
understanding of the data expected to be transferred, the intended location where the
transferred data will be visible and usable, the required data objects, the mapping and
transformation dictionary, the testing and review cycles, all needed additional technical
requirements.
Functional Acceptance Testing (FAT): The project team will conduct FAT via the Smartsheet
Build Status Sheet. This allows the Agency to collaborate with the project team as the
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system is being built. If functionality does not meet the Agency’s expectations, the team will
work to improve upon the experience.
Format: Smartsheet
USER ACCEPTANCE
User Acceptance Testing (UAT): Following system FAT, the project team will develop a
scenario based UAT experience that guides users through the agency workflows utilizing the
Axon RMS product. Testers will validate the functionality and usability of the system prior to
assigning resources for training.
Format: Word/ PDF Document
TRAINING
Training Plan: The Axon Trainer will develop a training plan based on Agency resources and
purchased training package to ensure the best user experience. This plan will be
communicated and validated by key stakeholders to ensure Agency needs are met.
Format: Word/ PDF Document
GO-LIVE
Go-Live/ Cutover Plan: With the assistance and approval of their Agency counterpart, the
Axon Program Manager will develop a Go-Live/ Cutover Plan that covers the transition from
the legacy system to Axon RMS at a granular level. This documentation serves to provide
both sides with the step-by-step actions, mitigations and decision-making authorities in the
event of a system emergency.
Format: Word/ PDF Document
MILESTONE COMPLETION REPORT
Axon will submit an MCR to the agency for approval upon completion of a milestone.
Milestone Completion Report included (Attachment A).
Upon receiving an MCR, the agency has 7 calendar days to approve the milestone
completion. If the agency reasonably believes Axon did not complete the milestone in
substantial conformance with this SoW, the agency must notify Axon in writing of the
specific reasons for rejection within seven (7) calendar days from delivery of the MCR. Axon
will address the issues and re-present the MCR for signature. If Axon does not receive the
signed MCR or written notification of reasons for rejection within seven (7) calendar days of
delivery of the MCR, Axon will deem the agency to have accepted the milestone.
1.13.6 CHANGE GOVERNANCE
While change can often be disruptive to a project, Axon recognizes the value in change and
has built our Program Methodology to accommodate for this. Throughout critical phases of
the project various stakeholders will have opportunities to contribute to design discussions,
run through scenarios in the Sandbox, and/or be asked to test key elements of the platform,
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and often this will result in opportunity to further drive value, which presents itself in the
form of feedback. This feedback is expected and encouraged.
The Axon Program Methodology is a hybrid of predictive and agile principles. For the
beginning and ending phases of the project, we use a predictive approach which brings
consistency and stability to ensure dates and budgets are met. In between these two phases
is a highly agile approach in which change is not only expected and encouraged, but also
acted upon. Not until the last responsible moment do we limit change, which is following
the completion of User Acceptance, promoting system and process stability as training
activities commence.
There are some changes that are outside the authority of the project team, such as changes
to timelines, budget and scope. Any change requested by a project stakeholder that would
materially change the agreed-upon Statement of Work, will be reviewed, evaluated, and
presented to both the Project Change Control as well as the Axon Change Review Board.
While any material change will be considered, potential cost and schedule implications will
be identified and reviewed with agency stakeholders prior to proceeding with the change.
For changes of this materiality, a robust change control process with associated
documentation is utilized to ensure alignment with all project stakeholders.
If any changes in the project cause a material increase or decrease in fees, an adjustment in
the fees will be agreed upon between the agency and Axon. Any increase or decrease in fees,
or changes in the scope of work, will be processed as an amendment to the agreement as
specified in the MSA. The PCO (Project Change Order) form will be attached as an exhibit to
the amendment to the agreement.
The agency acknowledges a proposed change request might have an impact on both
scheduling and cost for the project that will be outlined in the PCO form.
1.13.7 PROJECT GOVERNANCE
Key project management tools that will be used to help manage this project include:
PROJECT SCHEDULE
The Project Schedule will be maintained by Axon in its Project Management Information
System (PMIS). The Project Schedule tracks project phases, tracks, tasks, deliverables, and
milestones as well as the schedule and resource allocation for tasks.
ROLLING ACTION ITEM LIST (RAIL)
The rolling action item list (RAIL) is a dynamic, continuously updated document or tool that
tracks tasks, issues, and decisions needed for successful implementation. It ensures
accountability by assigning owners and due dates, providing a clear overview of progress
and priorities throughout the project lifecycle.
STATUS MEETINGS
Axon will lead weekly (or as agreed to by the Agency) status meetings to review the RAIL and
discuss project related topics. Attendees will include the Axon Program Manager and Agency
Project Manager, key Axon and Agency Project Team leads, and others as appropriate.
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PROGRAM MANAGER CHECKPOINT MEETINGS
Regularly scheduled meetings between the Axon Program Manager and Agency Project
Manager will be held as needed, to review and assess the project’s status, progress, issues,
risks, current and planned mitigation actions and next steps.
CHANGE REGISTER
The Change Register will track all change requests and related information, including
relevant dates (e.g., date submitted, date approved), type of change, a description of the
change, decision, and cost (if any).
STAKEHOLDER REGISTER
The Stakeholder Register is a documented listing all individuals, groups, or organizations
that have an interest in or influence over the project. It includes details like their roles,
interests, expectations, and potential impact on the project's success. This register helps
project teams manage communication and engagement effectively with all relevant
stakeholders.
BUILD TRACKER
The Build Tracker is a tool or document used to monitor and document the progress of
development and deployment activities. It typically includes information such as feature
requests, system configurations, bug fixes, testing outcomes, timelines, and version updates,
ensuring transparency and accountability throughout the project lifecycle.
DOCUMENT MANAGEMENT REPOSITORY
Immediately upon initiation of the project, a PMIS (Project Management Information
System) will be established via Axon’s Smartsheet. This PMIS is a shared workspace offering
full transparency and accountability through all phases of the project. In addition to being a
one-stop shop for all project artifacts (e.g., Project Schedule, RAIL, Stakeholder Register,
Build Tracker, etc.), key performance indicators and critical actions are surfaced via a Project
Dashboard, which will become the central hub for all things related to the project. This PMIS
has become a tried-and-true asset to effectively manage projects of this magnitude and is
instrumental in ensuring all stakeholders have visibility to the current status, risks, and next
actions throughout the course of the project.
Limited Sample of PMIS Dashboard, accessible to all project stakeholders, both Axon and
Agency:
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1.14 PROJECT PERSONNEL
The respective stakeholders from both Axon and the agency will operate as one team
with shared goals and outcomes, working to ensure the successful implementation of
Axon Records.
Axon will ensure that all personnel who will access or handle Criminal Justice
Information (CJI) complete a fingerprint-based criminal background check in compliance
with the FBI CJIS Security Policy. These checks must be completed before any access is
granted and repeated annually or as required by the Agency.
Axon agrees to comply with all applicable CJIS Security Policy provisions and promptly
notify the city within one business day if any personnel become ineligible under CJIS
standards or if their employment or assignment ends and must immediately suspend CJI
access for any personnel who fail or become disqualified under CJIS criteria.
All costs associated with background checks and re-screening shall be the responsibility
of Axon, and documentation of compliance must be provided to the city upon request.
Axon will also ensure that all personnel with CJI access complete annual CJIS Security
Policy training.
1.14.1 AXON TEAM
EXECUTIVE SPONSOR – An Axon executive overseeing the implementation process and
communicating progress to Axon Leadership.
PROGRAM MANAGER – The dedicated point of contact and person responsible for
successful deployment.
Axon’s Program Manager will ensure all team members from Axon and Agency
are continually updated on the status of the Project.
Create the customized deployment and go-live project plan.
Ensure proper expectations are set and maintained throughout the deployment.
Execute on the deployment plan.
Ensure the project is on schedule and holding Axon internal and agency
resources accountable.
Lead trade-off discussions when new requests or changes to the plan come up.
Facilitate project transition with the Technical Account Manager and tech
support post-go-live.
BUSINESS ANALYST – One of the main executors of the agency’s and PM’s deployment
plan. Holds responsibility for ensuring the project accounts for all specific data elements,
and that internal systems are set up and maintained throughout deployment.
SOLUTION ARCHITECT – the technical lead on the project. Holds responsibility for the
development and execution of technical initiatives affecting other teams.
UCR SPECIALIST – Main executor of the NIBRS/State IBR certification plan and
responsible for ensuring compliance with State, Territory, and Federal reporting
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standards. The UCR Specialist will supervise the entire certification process from
when an agency's environment is created, deployed, and tested.
TECHNICAL ACCOUNT MANAGER – A key player in both deploying and immediately
supporting Axon Software. Serves as a resource to the Business Analyst and a lead for
agency product training prior to deployment and transitions into the primary point of
contact after deployment, handling major technical support issues and requests, driving
software adoption, and acting as an agency advocate within Axon.
1.14.2 AGENCY TEAM
EXECUTIVE SPONSOR – This role is a career agency leadership role with deep
understanding of the agency.
Primary Agency business sponsor accountable for success of the Records
Initiative.
Ensure Agency resources support the project through all phases of execution as
planned and agreed by Agency and Axon.
Communicate with Carlsbad PD Leadership as necessary to support the Records
Project.
Provide guidance and leadership as part of the executive steering committee for
the project.
Level of Effort: The Executive sponsor is largely an advisory position, providing
key guidance and subject matter expertise when consulted by the project team,
and holds ultimate decision-making authority. It is anticipated that this role
would require between 1-5 hours each week, throughout each phase of the
engagement.
PROJECT MANAGER – This role requires a dedicated project manager experienced in
managing enterprise cloud-based software project delivery experience and strong
foundational technical experience.
Agency Project Manager should have proper authority to speak on behalf of the
Agency with respect to the project.
Work internally to eliminate roadblocks as required to keep the project on track
and escalate issues to the Agency Executive Sponsor.
Designate appropriate subject matter experts to assist the project relative to
the task at hand:
Agency Hierarchy, User Groups, Roles, and Permissions
Module subject matter experts
Integration subject matter experts, per interface if necessary
Data Migration Review Team
Work to gather the required signatures and approvals.
Organize scheduling needs related to the project:
System Review and Testing Scheduling
Training Scheduling
Go- live Scheduling
All Communication Cadence Scheduling with appropriate Agency resources
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Level of Effort: The Project Manager is a key counterpart to the Axon Project
Manager. It is anticipated that these positions will require a time commitment
between 20-40 hours per week depending on the phase. Typically, the time
commitment will be towards the upper end during Axon on-sites and key project
milestones, and will be towards the lower end throughout the iterative
Design/Build/Validation phase.
INTEGRATIONS MANAGER – This role requires strong foundational experience in
technology solutions and application integration. This role also requires fluency in all
agency project-relevant data sources, application integrations, and existing custom-
developed applications, queries, and reports.
Primary leadership role to coordinate Agency resources associated with Records
integration with state and federal information systems and 3rd party
applications.
Coordinate Agency resources to support historical data migration from existing
Records system to Axon.
Level of Effort: The Integrations Manager role is anticipated to require between
5-30 hours per week. Typically, the Discovery phase and first Design sprint is
anticipated to require the most engagement, whereas the other phases will be
towards the lower end of the estimate.
IT ADMINISTRATOR – This role requires strong foundational experience in systems
administration and network management, fluency in all agency network-related
processes, sequence and timing of recurring process jobs, reconciliation, etc. This role
also requires fluency in the overlap, vulnerabilities, and disaster recovery protocols
associated with agency IT infrastructure.
Ensure Project resources have access to systems and data required to support
integration and data migration activity.
Level of Effort: Often the IT Administrator is combined with other identified
roles (ie. Integrations Manager), however for the responsibilities specific to the
IT Administrator, it is anticipated that this role will require between 0-5 hours
per week.
Records Supervisor - This role provides strong foundational experience in records
management, agency policies, compliance activity, and standard operating
procedures. This role also provides fluency in all processes associated with close
activity, special processes, and queries to manage bulk actions, as well as a detailed
understanding of data elements that support special compliance obligations.
Primary leadership role to coordinate and advise the project team on current
Agency Records policies, processes, and operational procedures.
Coordinate resources to confirm and support configuration and integration
testing and acceptance.
Level of Effort: The Records Supervisor is a critical member of the core project
team and is regularly engaged throughout all phases of the project. The Records
Supervisor will typically require 5-10 hours per week, however will require
between 10-20 during key on-site events and design sessions.
SUBJECT MATTER EXPERTS (SMES) – SMEs in key areas will be available for consulting
throughout the project. Key areas include, but are not limited to: operations,
investigations, property and evidence, booking process, reporting and analytics. SMEs
for the following areas will
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PATROL LEAD – This role requires strong foundational experience in field policies related
to data collection, records initiation, and categorization of the numerous forms of citizen
interaction. This role also requires fluency in the policies associated with records
creation, supplements, amendments, checkpoints, routing, case management, and
determination of records outcomes.
Primary leadership role to coordinate and advise the project team on current
Agency patrol, data capture, and investigative practices.
Coordinate resources to confirm and support configuration and integration
testing and acceptance.
Level of Effort: The patrol lead is a key subject matter expert, providing
extensive operational insight throughout the Requirements and Design phases,
as well as resources for functional validation and acceptance. The Patrol Lead
will provide resources to support design and validation efforts, which is
estimated at 10-20 hours per week throughout both the Design and
Build/Validation phases. Patrol resources are also called upon to support User
Acceptance Testing efforts, which is estimated at 10 hours.
REPORTING ANALYST/LEAD – This role requires strong foundational experience in ad-hoc,
daily, weekly, and monthly reporting policies and compliance across local, state, and
federal entities. This role also requires fluency in all agency reporting processes,
including queries, scripts, and custom applications utilized for all bulk processing to
support reporting requirements.
Primary leadership role to coordinate and advise the project team on current
Agency reporting policies, processes, ad- hoc analysis, and monthly state and
federal reporting requirements.
Coordinate resources to confirm and support Axon Data Warehouse,
configuration of standard reports and production of Agency specific reports to
support normal operations.
Level of Effort: The Reporting Analyst plays a key role in ensuring timely access
to complete and accurate data. This role is estimated to require 10 hours during
the Discovery phase and 2-5 hours per week during the latter stages of the
Design/Build sprints.
SWORN OFFICERS AND ADMINISTRATIVE STAFF – Staff who will use the RMS for daily
operations, report management, and data entry.
SMEs in key areas (e.g., operations, investigations, property and evidence,
booking process, reporting and analytics) who will work with the Patrol Lead and
Reporting/Analyst Lead.
Provide guidance on daily operations, system configuration.
Participate in user acceptance testing and provide feedback on system usability.
Participate in the review and development of training.
Level of Effort: Staff play a key role in ensuring . This role is estimated to
require 20 hours during the Discovery phase and 5-10 hours per week during the
latter stages of the Design/Build and User Acceptance Testing.
COMMAND STAFF — Who are responsible for ensuring the project aligns with agency
objectives and operational requirements.
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OTHER ASSOCIATED AGENCIES
Agencies or departments within California that interface or share data with the
agency, such as Forensics, Corrections, or specialized investigative units.
IT departments that provide infrastructure support and system maintenance.
Third-Party Vendors and Resources:
Vendors providing hardware, software, or network services that support Records
infrastructure or deployment.
Any consultants or external resources identified by the agency to provide project-
specific expertise or support.
AGENCY COMMITMENTS
Ensure the reasonable availability for meetings, phone or email of knowledgeable staff
and personnel to provide timely and accurate documentation and information to Axon.
Identify holidays, non-workdays, or major events that may impact the project.
Ensure agency desktop, mobile systems, and devices can access the product.
Make available relevant systems if needed for assessment by Axon (including making
these systems available to Axon via remote access, if possible). Escorted access is
acceptable.
Provide Axon with remote access to the agency’s Axon Evidence account when required.
Provide Axon with all CJIS background check requirements at project initiation.
PERSONNEL CHANGES
Axon’s implementation approach relies on consistent engagement with designated
Agency stakeholders throughout the project. In the event of changes to key Axon or
Agency personnel—such as Project Sponsors, Project Managers, or Subject Matter
Experts—Axon and the Agency reserve the right to re-evaluate the impact of these
changes on the project timeline, scope, and associated costs.
If such changes necessitate re-work of previously completed activities (e.g., re-visiting
requirements, re-configuring forms, or repeating User Acceptance Testing), caused by the
Agency, additional Professional Services fees may apply. These impacts will be assessed
collaboratively and documented through the standard change control process.
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1.15 SUPPORT
Axon will provide comprehensive support services to facilitate the successful deployment,
adoption, and ongoing use of the Axon RMS solution. The scope of support includes
implementation assistance, system maintenance, and direct access to technical expertise
throughout the engagement term, as outlined below.
GO-LIVE SUPPORT
To ensure a smooth transition into active system use, Axon will provide on-site Go-Live
support during the agency’s initial week of software adoption. During this period, Axon
personnel will be available to address real-time issues, assist users, and reinforce
deployment objectives to support a successful launch.
ONGOING SUPPORT AND SYSTEM MAINTENANCE
Following Go-Live, Axon will continue to provide support services covering active system
interfaces, National Incident-Based Reporting System (NIBRS) troubleshooting, and other
integration points. Axon will also deliver regular product updates and feature enhancements
as part of the agency’s subscription. Certain product features may require agency review or
activation; these instances will be noted in Axon’s monthly release notes and coordinated
with agency contacts as appropriate.
TECHNICAL ACCOUNT MANAGER (TAM)
Axon will assign a dedicated Technical Account Manager (TAM) to serve as the agency’s
primary technical point of contact through the approval of the Final Milestone Completion
Report and the first year of product adoption. The TAM will provide direct support, facilitate
strategic planning, manage technical escalations, and act as a liaison between the agency
and Axon’s broader support teams.
For multi-year TAM agreements, TAM services will continue to support the agency for an
additional period, subject to the terms defined in the applicable service agreement.
SUPPORT PORTALS AND ONLINE RESOURCES
Agency personnel will have 24/7 access to Axon’s support portals, available at my.axon.com.
These portals provide access to self-service tools, knowledge base articles, service request
submission and tracking, release documentation, and administrative resources for product
modifications and account management.
EMERGENCY AND TECHNICAL ASSISTANCE
For urgent or time-sensitive technical issues, Axon offers 24/7 phone-based support. Agency
personnel may contact Axon Support directly at 800-978-2737 for immediate assistance.
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APPENDIX
APPENDIX
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ATTACHMENT A – MILESTONE COMPLETION REPORT
(MCR)
By signing for the items in this Milestone Completion Report, I agree that Axon’s
Professional Services Organization has reached the following milestone(s) for the project
agreed upon in the SOW between Axon and Carlsbad Police Department:
RECORDS
□ Project kick-off
□ Requirements
□ Gap Analysis
□ Functional review and completion of configuration
□ User acceptance testing
□ Integrations (If applicable)
□ Data conversions (If applicable)
□ Agency training
□ Go-Live (Invoice Milestone)
□ Final acceptance
STANDARDS
□ Integrations (If applicable)
□ Data Conversion (If applicable)
□ Go-Live
□ Final acceptance
Date services were completed on: _________ day of _______________, 20___
Signature: ______________________________________
Signature Date: _________________________________
Printed name: ___________________________________
Title: ___________________________________________
Email: __________________________________________
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ATTACHMENT B – PROJECT CHANGE ORDER
Date:
Description of change to Axon product or service:
Justification for change:
Effects on schedule:
Effect on project pricing (attach quote for reduction or increase in costs):
AXON ENTERPRISE, INC.
Signature:
Name:
Title:
Date:
CARLSBAD POLICE
DEPARTMENT
Signature:
Name:
Title:
Date:
Agency Name:
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ATTACHMENT C – AXON TECHNICAL ACCOUNT
MANAGER
AXON TAM RESPONSIBILITIES
The TAM professional services can include, but is not limited to the following:
DEPLOYMENT
CONFIGURATIONS
AND TRAINING
During the deployment phase, the TAM will collaborate closely
with the Business Analyst to support requirement gathering,
business process assessment, and system configuration. This
includes tailoring user roles, permissions, workflows, and form
structures to align with the agency’s operational needs and
integrating with existing systems where applicable. The TAM will
also coordinate and participate in User Acceptance Testing (UAT),
working alongside the Deployment team and agency stakeholders
to validate that the system meets all functional expectations.
To facilitate end-user adoption, the TAM will lead training
sessions for agency personnel on Axon RMS. Responsibilities
include the development of training documentation and
coordination of training logistics, such as scheduling sessions,
managing class sizes, organizing classroom layouts, and aligning
with agency shift schedules. If a Train-the-Trainer model is
utilized, the TAM will provide onsite support to assist agency-
designated trainers during their delivery of internal training.
ONGOING
SYSTEM UPDATES
AND
CONFIGURATIONS
Following Go-Live, the TAM will manage the agency’s software
release lifecycle. This includes reviewing release notes with
relevant users and administrators to ensure awareness of new
features and enhancements, particularly those addressing known
agency challenges. The TAM will also coordinate agency
participation in testing new functionalities prior to release and
will manage all communications related to release deployment,
including launch dates, postponements, rollbacks, and
cancellations.
In addition, the TAM will facilitate or provide training on
configuration changes and newly released features to ensure
continued alignment with the agency’s evolving operational
needs.
DIRECT SUPPORT
The TAM will serve as a primary technical resource, providing
onsite troubleshooting and real-time resolution of agency issues
as needed. The TAM will also collect user feedback and product
questions, ensuring they are routed to the appropriate Axon
teams. As part of support case management, the TAM will
organize regular case review meetings with agency Points of
Contact (POCs), engage directly with software support engineers,
data analysts, and NIBRS specialists, and facilitate prioritization
and escalation of critical support needs or feature requests. All
support activities will adhere to Axon’s internal processes and
service protocols to ensure timely and effective resolution.
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AGENCY
ADVOCACY
The TAM will act as a dedicated liaison between the agency and
Axon, ensuring consistent communication and alignment
throughout the engagement. The TAM will assist in driving the
completion of pre-Go-Live deliverables and will represent the
agency’s operational interests during Axon internal triage
discussions and planning sessions. This advocacy role ensures
the agency’s needs are accurately conveyed and prioritized
within Axon’s broader support and development framework.
SUBJECT MATTER
EXPERTISE
As a subject matter expert on records and law enforcement
operational standards, the TAM will support the agency in
troubleshooting technical issues, facilitating product adoption, and guiding workflow transitions. The TAM will work directly
with agency personnel to address knowledge gaps and assist
them in becoming internal experts in their respective domains,
including Records, Investigations, Patrol, Crime Analysis, and
Property & Evidence. The TAM will also support any pre- or post-
Go-Live requirements related to Axon’s DataStore and Form
Builder tools to ensure comprehensive system integration and
usability.
AXON TAM SERVICES TERMS
A dedicated TAM will support the agency through Milestone Completion Report approval and
the first year of product adoption. During this period, the TAM will provide on-site support
as needed, based on the agency’s operational priorities and support requirements. Following
the initial year of product adoption, the Technical Account Manager (TAM) will either remain
a dedicated resource or transition to a shared resource based on the agency’s selected
service add-ons. If the agency elects not to purchase additional support services beyond the
initial year, TAM support concludes at the end of that period. If a regional (shared) support
add-on is purchased, the TAM will provide continued support in a shared capacity, with
reduced on-site visit frequency. If a dedicated support add-on is selected, the TAM will
remain fully dedicated to the agency, and on-site support frequency will continue at the
same level as during the initial year.
The TAM is an Axon employee, operates under Axon policies and procedures, and completes
CJIS background clearance to ensure appropriate access. Should a TAM transition be
necessary, Axon will coordinate with the agency to manage timing and interim support
coverage. Axon will collaborate with the agency to define support expectations. A waiting
period of up to three (3) months may apply before services begin, depending on staffing and
onboarding availability.
AXON TAM PAYMENT
Axon will invoice for TAM services as specified in the quote once the TAM begins supporting
the agency.
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ATTACHMENT D – MODULES, INDICES, SUPPLEMENTAL
DATA
Axon Records includes core modules which are used to manage information and support
numerous workflows. The core modules include:
MODULE DESCRIPTION
Incident Reporting In Axon Records, the primary component is the Incident
Report. Incident Reports are based on report forms which
are customized for different types of incidents. During
implementation, Axon’s professional services team
leverages our growing library to tailor forms for each
customer.
These forms focus only on the specific items needed for
each type of incident, prompting users for required
information, bringing in data automatically where
appropriate, recommending evidence based on system
connections, and providing dictation options to complete
narrative sections. Depending on the type of Incident
Report, other elements are added either directly or
through a lookup. Users can link related Incident Reports.
Property Property can be added when creating a report, and tasks
associated with property can be separately managed in
the Property module. Axon Records can support barcodes
related to property. Users can manage Property check in
and check out, and a full chain of custody is associated
with each piece of property.
Booking The Axon Records Booking module provides easy entry for
both Juvenile and Adult bookings information, including
intake, hold, and release. A person can be selected from
the master name index (MNI) or added if not already in
the MNI. Information related to the hold can be recorded
along with biometric information such as a mugshot.
Warrants and charges can be added within the Booking
module or linked if they already exist within the system.
Warrants Axon Records features a Warrants module to record
warrant information. In addition, users can create court
papers (criminal and civil) associated with a warrant.
Users can assign tasks based on the court papers and
associate them with a workflow.
Case Management The Axon Records Case Management module allows
authorized users to gather, manage, and share Incident
Report information for investigative purposes.
Personnel The Personnel module provides comprehensive employee
management, offering tools to view and manage employee
demographics, service history, commendations and
awards, promotions, and discipline.
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Analytics The Axon Analytics module provides a closer look at
crime, officer productivity, and use of force data.
Included analytics include: Crimes, Arrests, Stolen Vehicle
Recovery, Stolen Property Recovery, Case Management,
Productivity Reports, MNI De-Duplication, Property &
Evidence, and Citations.
INDEX DATA
In addition to information from the main modules, Axon Records incident reports can
include information from People, Organization, Vehicles, and Locations indices.
INDEX DESCRIPTION
People When People are added to Axon Records, an entry is
created in the Master Name Index (MNI). When adding
people to future incident reports, Axon Records will
automatically run searches to determine if the person
already exists in the MNI to avoid data duplication.
Detailed information related to a person includes items
such as basic demographic information, images, physical
characteristics, contact information and identifying
documents.
Organizations Users can add an organization to an Incident Report, and
people can be associated with different organizations.
When adding an organization users can specify items such
as the role, the associated offense, and a contact.
Vehicles New vehicle information added to an incident report is
automatically saved in a Master Vehicle Index (MVI) in
Axon Records to prevent duplicate data entry. When
creating an Incident Report and adding a vehicle, a user
can choose to associate an existing vehicle from the MVI
to the report or add a new vehicle. All vehicle type data
can be included, such as year, make, model, color, plate,
VIN, etc. In addition, users can connect a vehicle to
people, organizations, and a last known location. Recovery
details can also be added if applicable.
Locations Locations are added to incident reports either
automatically based on information or evidence that is
associated with the incident, or manually. Locations can
have a category, such as a bus station or a construction
site, as well as standard information such as a street
number, city, state, zip, district, sector, or zone. Location
information is automatically saved to a Master Location
Index (MLI) for future use as needed. Once a location is
added to the index, it can be searched to provide related
information, such as other incident reports, vehicles,
people, arrests, or organizations associated with that
location.
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Property Property is managed through the Property Module, and
property is also a main index in Axon Records. This allows
for the tracking and searching of specific pieces of
property.
SUPPLEMENTAL DATA
Offense and arrest information is added directly to the incident report. When searching
Axon Records by incidents, users can choose to filter by offense category and arrest
information.
DATA DESCRIPTION
Offenses Users can add offense information directly into an incident
report. Detailed information includes items such as the
offense code, completion status, suspicion of drug use,
gang activity, weapons, bias, and more. When searching
incidents, users can choose to filter based on the offense charges and NIBRS offense categories included in the
report.
Arrests Users can add arrest information directly into an incident
report. Arrest information can include items such as the
date, time, arrest type, blood alcohol level, injuries, and
disposition. Once entered, Arrests can be linked to items
such as offenses, charges, warrants or locations. When
searching incidents, users can choose to filter based on
whether the incident has an associated arrest and the date
range for the arrest.
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Feb. 24, 2026 Item #6 Page 71 of 123
Docusign Envelope ID: 95F9E16C-63E4-4EDA-BC30-40C95EA89F37
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Feb. 24, 2026 Item #6 Page 72 of 123
Docusign Envelope ID: 95F9E16C-63E4-4EDA-BC30-40C95EA89F37
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Feb. 24, 2026 Item #6 Page 73 of 123
Docusign Envelope ID: 95F9E16C-63E4-4EDA-BC30-40C95EA89F37
Version: 24.1 Release Date: November 2025 Page 6 of 44
Axon Cloud Services Terms of Use Appendix
1. Definitions.
1.1. “Data Controller” means the natural or legal person, public authority, or any other body which alone or jointly with others determines the purposes and means of the processing of Personal Data.
1.2. “Data Processor” means a natural or legal person, public authority or any other body which processes Personal Data on behalf of the Data Controller.
1.3. "Customer Content" is data uploaded into, ingested by, or created in Axon Cloud Services within Customer’s tenant, including media or multimedia uploaded into Axon Cloud Services by Customer. Customer Content includes Evidence but excludes Non-Content Data.
1.4. "Evidence" is media or multimedia uploaded into Axon Evidence as 'evidence' by Customer. Evidence is a subset of Customer Content.
1.5. “End User” means the natural person subject to Customer’s authorized license grant who ultimately uses the Cloud Services as provided under this Agreement. End Users must adhere to the terms of use and are subject to any usage restrictions or limitations specified in this Agreement.
1.6. "Non-Content Data" is data, configuration, and usage information about Customer’s Axon Cloud Services tenant, Axon Devices and client software, and users that is transmitted or generated when using Axon Devices. Non-Content Data includes data about users captured during account management and customer support activities. Non-Content Data does not include Customer Content.
1.7. "Personal Data" means any information relating to an identified or identifiable natural person. An identifiable natural person is one who can be identified, directly or indirectly, in particular by reference to an identifier such as a name, an identification number, location data, an online identifier or to one or more factors specific to the physical, physiological, genetic, mental, economic, cultural or social identity of that natural person.
1.8. “Subprocessor” means any third party engaged by the Data Processor to assist in data processing activities that the Data Processor is carrying out on behalf of the Data Controller.
2. Access. Upon Axon granting Customer a subscription to Axon Cloud Services, Customer may access and use Axon
Cloud Services to store and manage Customer Content. Customer may not exceed the total number of End Users specified in the Quote. Axon Air requires an Axon Evidence subscription for each drone operator. For Axon Evidence access granted solely for TASER, Customer may access and use Axon Evidence only to store and manage TASER CEW data ("TASER Data") and Customer may not upload non-TASER Data to Axon Evidence.
3. Customer Owns Customer Content. Customer controls and owns all rights, title, and interest in Customer Content, including but not limited to Personal Data. Except as outlined herein, Axon obtains no interest in Customer Content or Personal Data, and neither Customer Content nor Personal Data is Axon’s business records. Customer is solely responsible for uploading, sharing, managing, and deleting Customer Content/Personal Data. Axon will only have access to Customer Content and Personal Data for the limited purposes set forth herein. Customer agrees to allow Axon access to Customer Content to (a) perform troubleshooting, maintenance, or diagnostic screenings; and (b) enforce this Agreement or policies governing use of the Axon products. Axon may not share Customer Content with out of state or federal law enforcement agencies.
4. Security. Axon will implement commercially reasonable and appropriate measures, but in no event less than
reasonable care, to secure Customer Content, including Personal Data, against accidental or unlawful loss, access or disclosure. Axon will maintain a comprehensive information security program to protect Axon Cloud Services and Customer Content including logical, physical access, vulnerability, risk, and configuration management; incident monitoring and response; encryption of uploaded digital evidence; security education; and data protection. In no event during the Agreement will Axon materially decrease data protections and controls. Axon agrees to use commercially reasonable efforts to remain up to date on industry standard security technology advancements and changes. Axon agrees to the Federal Bureau of Investigation Criminal Justice Information Services Security Addendum for its digital evidence or records management systems.
5. Customer Responsibilities. Customer is responsible for (a) ensuring Customer owns Customer Content or has the necessary rights to use Customer Content (b) ensuring no Customer Content or Customer End User’s use of Customer Content or Axon Cloud Services violates this Agreement or applicable laws; (c) maintaining necessary computer equipment and Internet connections for use of Axon Cloud Services and (d) verify the accuracy of any auto
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generated or AI-generated reports. If Customer becomes aware of any violation of this Agreement by an End User, Customer will immediately terminate that End User’s access to Axon Cloud Services.
5.1. Customer will also maintain the security of End User usernames and passwords and security and access by end users to Customer Content. Customer is responsible for ensuring the configuration and utilization of Axon Cloud Services meet applicable Customer regulation and standards. Customer may not sell, transfer, or sublicense access to any other entity or person. If Customer provides access to unauthorized third-parties, Axon may assess additional fees along with suspending Customer’s access. Customer shall contact Axon immediately if an unauthorized party may be using Customer’s account or Customer Content, or if account information is lost or stolen.
6. Privacy. Customer’s use of Axon Cloud Services is subject to the Axon Cloud Services Privacy Policy, attached to this Agreement. Customer agrees to allow Axon access to Non-Content Data from Customer to (a) perform troubleshooting, maintenance, or diagnostic screenings; (b) provide, develop, improve, and support current and future Axon products and related services; and (c) enforce this Agreement or policies governing the use of Axon products.
7. Storage. For Axon Unlimited Device Storage subscriptions, Customer may store unlimited data in Customer's Axon Evidence account only if the Axon Device data is shared to Customer through Axon Evidence from a partner agency using Axon Evidence, or the data originates from Axon Capture or an Axon Device. Axon may charge Customer additional fees for exceeding purchased storage amounts. Axon may place Customer Content that Customer has not viewed or accessed for six (6) months into archival storage. Customer Content in archival storage will not have immediate availability and may take up to twenty-four (24) hours to access.
7.1. Third-Party Unlimited Storage. For Third-Party Unlimited Storage the following restrictions apply: (i) it may only be used in conjunction with a valid Axon Evidence user license; (ii) is limited to data of the law enforcement Customer that purchased the Third-Party Unlimited Storage and the Axon Evidence End User; (iii) Customer is prohibited from storing data for other customers or law enforcement agencies; and (iv) Customer may only upload and store data that is directly related to (1) the investigation of, or the prosecution or defense of a crime, (2) common law enforcement activities, or (3) any Customer Content created by Axon Devices or Axon Evidence.
7.2. Location of Storage. Axon may transfer Customer Content to third-party subcontractors for storage. Axon will
determine the locations of data centers for storage of Customer Content. If Customer is located in the United States, Canada, or Australia, Axon will ensure all Customer Content stored in Axon Cloud Services remains in the country where Customer is located. Ownership of Customer Content remains with Customer. Axon will be fully responsible to Customer for the acts and omissions of Axon’s thirty-party subcontractors and of the persons either directly or indirectly employed by the subcontractors, as Axon is for the acts and omissions of persons directly employed by Axon. Axon will bind every subcontractor and every subcontractor of a subcontractor by the terms of the Agreement applicable to Axon.
8. Suspension. Axon may temporarily suspend Customer’s or any End User’s right to access or use any portion or all of Axon Cloud Services immediately upon notice, if Customer or End User’s use of or registration for Axon Cloud Services may (a) pose a security risk to Axon Cloud Services or any third-party; (b) adversely impact Axon Cloud Services, the systems, or content of any other customer; (c) subject Axon, Axon’s affiliates, or any third-party to liability; or (d) be fraudulent. Customer remains responsible for all fees incurred through suspension. Axon will not
delete Customer Content because of suspension, except as specified in this Agreement.
9. Axon Cloud Services Warranty. Axon disclaims any warranties or responsibility for data corruption or errors before Customer uploads data to Axon Cloud Services. Service Offerings will be subject to the Axon Cloud Services Service Level Agreement, which is attached herein.
10. Roles of the Parties. To the extent that Customer is the Data Controller of Personal Data, Axon is its Data Processor. To the extent that Customer is a Data Processor of Personal Data, Axon is its Subprocessor. Notwithstanding the foregoing, to the extent any usage data (including query logs and metadata) and/or operations data (including billing and support data) in connection with Customer’s use of the Services (collectively “Usage and Operations Data”) is considered Personal Data, Axon is an independent Data Controller and shall Process such data in accordance with the Agreement and applicable data protection laws to develop, improve, support, and operate its products and services. For the avoidance of doubt, Axon will not disclose any Usage and Operations Data that includes confidential information with a third party except (a) in accordance with the relevant confidentiality provisions in the Agreement, or (b) to the extent the Usage and Operations Data is, in accordance with applicable data protection laws,
anonymized, de-identified, and/or aggregated such that it can no longer directly or indirectly identify Customer or any
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particular individual. Further, Axon will be fully responsible to Customer for the acts and omissions of Axon’s
Subprocessors and of the persons either directly or indirectly employed by the Subprocessors, as Axon is for the acts and omissions of persons directly employed by Axon. Axon will bind every Subprocessor and every Subprocessor of a Subprocessor by the terms of the Agreement applicable to Axon.
11. Axon Records. The following terms apply to Axon Records. Customers may purchase Axon Records either as part of an OSP 7 or OSP 10 plan or individually through a Quote.
11.1. Axon Record subscription begins on the later of the (1) start date of the Quote, or (2) the date Axon provisions
Axon Records to Customer. The Axon Records Subscription Term will end upon the completion of the Axon Records Subscription as documented in the Quote, or if purchased as part of an OSP 7 or OSP 10 plan, upon completion of the OSP 7 or OSP 10 Term ("Axon Records Subscription Term").
11.2. An "Update" is a generally available release of Axon Records that Axon makes available from time to time. An "Upgrade" includes (i) new versions of Axon Records that enhance features and functionality, as solely determined by Axon; and/or (ii) new versions of Axon Records that provide additional features or perform additional functions. Upgrades exclude new products that Axon introduces and markets as distinct products or applications. During the Customer’s Axon Records Subscription Term Axon will provide Update and Upgrade releases to the Customer on an if-and-when available basis.
11.3. New or additional Axon products and applications, as well as any Axon professional services needed to configure Axon Records, are not included as part of the Axon Records Subscription.
11.4. End Users of Axon Records may upload files to entities (incidents, reports, cases, etc.) in Axon Records with no limit to the number of files and amount of storage. Notwithstanding the foregoing, Axon may limit usage should the Customer exceed an average rate of one hundred (100) GB per user per year of uploaded files. Axon will not bill for overages.
12. Axon Cloud Services Restrictions. Customer and Customer End Users (including employees, contractors, agents, officers, volunteers, and directors), may not, or may not attempt to:
12.1. copy, modify, tamper with, repair, or create derivative works of any part of Axon Cloud Services;
12.2. reverse engineer, disassemble, or decompile Axon Cloud Services or apply any process to derive any source code included in Axon Cloud Services, or allow others to do the same;
12.3. access or use Axon Cloud Services with the intent to gain unauthorized access, avoid incurring fees or exceeding usage limits or quotas;
12.4. use trade secret information contained in Axon Cloud Services, except as expressly permitted in this Agreement;
12.5. access Axon Cloud Services to build a competitive device or service or copy any features, functions, or graphics of Axon Cloud Services;
12.6. remove, alter, or obscure any confidentiality or proprietary rights notices (including copyright and trademark notices) of Axon’s or Axon’s licensors on or within Axon Cloud Services; or
12.7. use Axon Cloud Services to store or transmit infringing, libelous, or other unlawful or tortious material; material in violation of third-party privacy rights; or malicious code.
13. After Termination. Axon will not delete Customer Content for one hundred eighty (180) days following termination. Axon Cloud Services will not be functional during these one hundred eighty (180) days other than the ability to retrieve Customer Content. Customer will not incur additional fees if Customer downloads Customer Content from Axon Cloud Services during this time. Axon has no obligation to maintain or provide Customer Content after these one hundred eighty (180) days and will thereafter, unless legally prohibited, delete all Customer Content. Upon request, Axon will provide written proof that Axon successfully deleted and fully removed all Customer Content from Axon Cloud Services.
13.1. Customer Content generated from Axon Devices may be exported by the Customer in the mp4 format. For Customer Content generated from other means, the data will be exported in the format it was uploaded to Cloud Services. Axon shall provide a structured data element, similar to XML, providing all data elements, including metadata and audit trails, related to each individual video file. That data structure shall maintain the referential integrity of the data element relationships.
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14. Post-Termination Assistance. Axon will provide Customer with the same post-termination data retrieval assistance that Axon generally makes available to all customers. Requests for Axon to provide additional assistance in downloading or transferring Customer Content, including requests for Axon’s data egress service, will result in additional fees and Axon will not warrant or guarantee data integrity or readability in the external system.
15. U.S. Government Rights. If Customer is a U.S. Federal department or using Axon Cloud Services on behalf of a U.S. Federal department, Axon Cloud Services is provided as a "commercial item," "commercial computer software," "commercial computer software documentation," and "technical data", as defined in the Federal Acquisition Regulation and Defense Federal Acquisition Regulation Supplement. If Customer is using Axon Cloud Services on behalf of the U.S. Government and these terms fail to meet the U.S. Government’s needs or are inconsistent in any respect with federal law, Customer will immediately discontinue use of Axon Cloud Services.
16. Survival. Upon any termination of this Agreement, the following sections in this Appendix will survive: Customer Owns Customer Content, Privacy, Storage, Roles of the Parties, Axon Cloud Services Warranty, Customer Responsibilities and Axon Cloud Services Restrictions.
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Axon Application Programming Interface Appendix
This Appendix applies if Axon’s API Services or a subscription to Axon Cloud Services are included on the Quote.
1. Definitions.
1.1. "API Client" means the software that acts as the interface between Customer’s computer and the server, which is already developed or to be developed by Customer.
1.2. "API Interface" means software implemented by Customer to configure Customer’s independent API Client Software to operate in conjunction with the API Service for Customer’s authorized Use.
1.3. "Axon Evidence Partner API, API or Axon API" (collectively "API Service") means Axon’s API which provides a programmatic means to access data in Customer’s Axon Evidence account or integrate Customer’s Axon Evidence account with other systems.
1.4. "Use" means any operation on Customer’s data enabled by the supported API functionality.
2. Purpose and License.
2.1. Customer may use API Service and data made available through API Service, in connection with an API Client developed by Customer. Axon may monitor Customer’s use of API Service to ensure quality, improve Axon devices and services, and verify compliance with this Agreement. Customer agrees to not interfere with such monitoring or obscure from Axon Customer’s use of API Service. Customer will not use API Service for commercial use.
2.2. Axon grants Customer a non-exclusive, non-transferable, non-sublicensable, worldwide, revocable right and license during the Term to use API Service, solely for Customer’s Use in connection with Customer’s API Client.
2.3. Axon reserves the right to set limitations on Customer’s use of the API Service, such as a quota on operations, to ensure stability and availability of Axon’s API. Axon will use reasonable efforts to accommodate use beyond the designated limits.
3. Configuration. Customer will work independently to configure Customer’s API Client with API Service for Customer’s applicable Use. Customer will be required to provide certain information (such as identification or contact details) as part of the registration. Registration information provided to Axon must be accurate. Customer will inform Axon
promptly of any updates. Upon Customer’s registration, Axon will provide documentation outlining API Service information.
4. Customer Responsibilities. When using API Service, Customer and its End Users shall not:
4.1. use API Service in any way other than as expressly permitted under this Agreement;
4.2. use in any way that results in, or could result in, any security breach to Axon;
4.3. perform an action with the intent of introducing any virus, worm, defect, Trojan horse, malware, or any item of a destructive nature to Axon Devices and Services;
4.4. interfere with, modify, disrupt or disable features or functionality of API Service or the servers or networks providing API Service;
4.5. reverse engineer, decompile, disassemble, or translate or attempt to extract the source code from API Service or any related software;
4.6. create an API Interface that functions substantially the same as API Service and offer it for use by third parties;
4.7. provide use of API Service on a service bureau, rental or managed services basis or permit other individuals or entities to create links to API Service;
4.8. frame or mirror API Service on any other server, or wireless or Internet-based device;
4.9. make available to a third-party, any token, key, password or other login credentials to API Service;
4.10. take any action or inaction resulting in illegal, unauthorized or improper purposes; or
4.11. disclose Axon’s API manual.
5. API Content. All content related to API Service, other than Customer Content or Customer’s API Client content, is considered Axon’s API Content, including:
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5.1. the design, structure and naming of API Service fields in all responses and requests;
5.2. the resources available within API Service for which Customer takes actions on, such as evidence, cases, users, or reports;
5.3. the structure of and relationship of API Service resources; and
5.4. the design of API Service, in any part or as a whole.
6. Prohibitions on API Content. Neither Customer nor its End Users will use API content returned from the API Interface to:
6.1. scrape, build databases, or otherwise create permanent copies of such content, or keep cached copies longer than permitted by the cache header;
6.2. copy, translate, modify, create a derivative work of, sell, lease, lend, convey, distribute, publicly display, or sublicense to any third-party;
6.3. misrepresent the source or ownership; or
6.4. remove, alter, or obscure any confidentiality or proprietary rights notices (including copyright and trademark notices).
7. API Updates. Axon may update or modify the API Service from time to time ("API Update"). Customer is required to implement and use the most current version of API Service and to make any applicable changes to Customer’s API Client required as a result of such API Update. API Updates may adversely affect how Customer’s API Client access or communicate with API Service or the API Interface. Each API Client must contain means for Customer to update API Client to the most current version of API Service. Axon will provide support for one (1) year following the release of an API Update for all depreciated API Service versions.
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Axon Event Offer Appendix
If the Agreement includes the provision of, or Axon otherwise offers, ticket(s), travel and/or accommodation for select events hosted by Axon (“Axon Event”), the following shall apply:
1. General. Subject to the terms and conditions specified below and those in the Agreement, and the approval of Customer’s City Manager, Axon may provide Customer with one or more offers to fund Axon Event ticket(s), travel and/or accommodation for Customer-selected employee(s) to attend one or more Axon Events.
2. Attendee/Employee Selection. Customer shall have sole and absolute discretion to select the Customer employee(s) eligible to receive the ticket(s), travel and/or accommodation that is the subject of any Axon Event offer(s).
3. Compliance. It is the intent of Axon that any and all Axon Event offers comply with the California Constitution, the Political Reform Act, and all other applicable laws, regulations and ethics rules regarding contributions, including gifts
and donations. Axon’s provision of ticket(s), travel and/or accommodation for the applicable Axon Event to Customer is intended for the use and benefit of Customer in furtherance of its goals, and not the personal use or benefit of any official or employee of Customer. Axon makes this offer without seeking promises or favoritism for Axon in any bidding arrangements. Further, no exclusivity will be expected by either party in consideration for the offer. If Customer’s local jurisdiction requires Customer to report or disclose the fair market value of the benefits provided by Axon, Customer shall promptly contact Axon to obtain such information, and Axon shall provide the information necessary to facilitate Customer's compliance with such reporting requirements.
4. Assignability. Customer may not sell, transfer, or assign Axon Event ticket(s), travel and/or accommodation provided under the Agreement.
5. Availability. The provision of all offers of Axon Event ticket(s), travel and/or accommodation is subject to availability of funds and resources. Axon has no obligation to provide Axon Event ticket(s), travel and/or accommodation.
6. Revocation of Offer. Axon reserves the right at any time to rescind the offer of Axon Event ticket(s), travel and/or accommodation to Customer if Customer or its selected employees fail to meet the prescribed conditions or if changes in circumstances render the provision of such benefits impractical, inadvisable, or in violation of any applicable laws,
regulations, and ethics rules regarding contributions, including gifts and donations.
Last updated: July 2024
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Axon - Service Level Agreement Appendix
This Service Level Agreement (SLA) identifies the Axon Service Offerings and the expected level of services between
Axon1 (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.
1 “Axon” refers to the Axon entity that you are in a contractual agreement with for the provision of Axon Cloud Services, including but not limited to Axon Public Safety UK Limited, Axon Public Safety Germany SE, etc.
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• “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:
Monthly Uptime
Percentage
Service Credit in
Days
Less than 99.9% 3
Less than 99.0% 7
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.
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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, attached to this Agreement.
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
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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 federal and
California 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
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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 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.
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E. Axon Support Channels
Axon Resource Centre: https://my.Axon.com
Email: support@Axon.com
Telephone Support:
Country Phone Number Hours of operation
(local time)
United States +1 (800) 978 2737 (Opt 4) 09:00-17:00
United Kingdom +44 (1327) 709 666 09:00-17:00
Australia +61 (1800) 512 069 09:00-17:00
New Zealand +1 (800) 978 2737 09:00-17:00
France +33 (800) 911 202 09:00-17:00
Germany +49 (800) 555 2966 09:00-17:00
Switzerland +49 (800) 555 2966 09:00-17:00
Austria +49 (800) 555 2966 09:00-17:00
Italy +39 (645) 251 001 09:00-17:00
Spain +34 (914) 102 299 09:00-17:00
Other countries On request On request
F. Incident Classifications and Response Times
a. Table below outlines the targeted response and resolution times across different Severity levels.
b. 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.
c. 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.
d. 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.
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Incident
Classification
Description
Targeted
Response
Time
Targeted
Relief
Time
Targeted
Resolution
Time
Customer Response
Commitment
Severity 1
- Business critical function is
down - Material impact to Customer's
business - No Workaround exists
Less than 1
hour
Less than 1
Hour Less than 24
hours
Customer shall remain
accessible by phone for
troubleshooting from the time
a Severity 1 issue is logged
until such time as it is
resolved.
Severity 2
- Business critical function is
impaired or degraded - There are time- sensitive
issues that materially impact
ongoing production - Workaround exists, but it is only
temporary
1 Business
Day
Less than 48
hours
Less than 2
weeks
Customer shall remain
accessible by phone or other
electronic means for
troubleshooting from the time
a Severity 2 issue is logged
until such time as it is
resolved.
Severity 3
- Non-critical function down or
impaired - Does not have significant
current production impact - Performance is degraded
1 Business
Day
Mutually agreed
timeframe based
on prioritization
Severity 4 General Customer Enquiry 2 business
days No confirmed
resolution
Severity 5
- Feature Request - Cosmetic Issue
2 business
days No confirmed
resolution
*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
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• 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 Analysis
Where a Root Cause Analysis is required, we would undertake an After-Action Review process. Axon may not
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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.
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Escalation
Escalation
Level
Description
Escalation
Targeted
Response
Time
Targeted
Resolution Time
Tier 1
Basic technical or
commercial issues -
Non-time critical
None Less than 6
hours
Less than 1
business day
Tier 2
Advanced technical or
commercial issues -
Non-time critical.
BoD / Country
Manager
Less than 4
hours
Less than 1
business day
Tier 3 Technical or commercial
issues - Time critical
Country Manager
to Axon
BoD/Support Team
Less than 2
hours
Less than 1
business day
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”.
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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 Authorization (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 Authorization 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
Authorization. Customers are requested to contact Customer support directly to report a faulty Taser device.
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AXON CLOUD SERVICES PRIVACY NOTICE APPENDIX
Last Updated: September 26, 2025
This Axon Cloud Services Privacy Notice (“Notice”) applies only to the information that Axon Enterprise, Inc. and its other legal entities (“Axon” “we”, “us”, “our”) collect from Customers and their users (collectively, “Customer” “you” and “your”) and provide to Axon in connection with Customer’s use of Axon Cloud Services (as defined below).
Unless otherwise provided in this Notice, this Notice is subject to the terms of the Master
Services Purchasing Agreement, or other similar agreement, if any, between Axon and Customer (“Agreement”). A concept or principle covered in this Notice shall apply and be incorporated into all other provisions of the Agreement in which the concept or principle is also applicable, notwithstanding the absence of any specific cross-reference thereto. All capitalized
terms referenced, but not defined, in this Notice shall have the meanings assigned to them in
the Agreement.
By using Axon Cloud Services, Customer acknowledges that Customer has read and understands this Notice. Axon may occasionally update this Notice. When Axon posts changes, Axon will revise the "last updated" date at the top of this page. Customer’s continued
use of Axon Cloud Services will signify Customer’s acknowledgement, and to the extent
allowed by law agreement to and acceptance of any such changes.
Definitions
· “Axon Cloud Services” means Axon’s web services hosted on evidence.com including Axon Evidence and other related offerings, including, without limitation, interactions
between Axon Cloud Services and Axon Products (as defined below).
· “Axon Products” means: (1) Axon Cloud Services; (2) devices sold by Axon (including, without limitation, conducted energy weapons, cameras, sensors, and docking systems) (collectively, “Axon Devices”);
(3) other software offered by Axon (including, without limitation, Axon Investigate, Axon
Capture, Axon Evidence SYNC, Axon Device Manager, Axon View, Axon Interview, Axon Commander, Axon Uploader XT, and Axon View XL) (collectively, “Axon Client Applications”); and (4) ancillary hardware, equipment, software, services, cloud-based services, documentation,
and software maintenance releases and updates. Axon Products do not include any third-party
applications, hardware, warranties, or the 'my.evidence.com' services.
“Customer Data” means: (1) “Customer Content”, which means data uploaded into, ingested by, or created in Axon Cloud Services within Customer’s tenant, including, without limitation, Personal Data, Sensitive
Personal Data, media or multimedia uploaded into Axon Cloud Services by Customer
(“Evidence”); and (2) “Non-Content Data”, which means: data, configuration, and usage information about
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Customer’s Axon Cloud Services tenant, Axon Devices and client software, and users that is transmitted or generated when using Axon Devices. Non-Content Data includes data about users captured during account management and customer support activities. Non-Content
Data does not include Customer Content or Sensitive Personal Data.
The following are subsets of Non-Content Data:
(a) “Customer Entity and User Data”, which means Personal Data and non-Personal Data
regarding Customer’s Axon Cloud Services tenant configuration; (b) “Customer Entity and User Service Interaction Data” which means data regarding Customer's interactions with Axon Cloud Services and Axon Client Applications; (c) “Service Operations and Security Data”, which means data within service logs, metrics and
events and vulnerability data, including, without limitation: (i) application, host, and
infrastructure logs; (ii) Axon Device and Axon Client Application logs; (iii) service metrics and events logs; and (iv) web transaction logs; (d) “Account Data”, which means information provided to Axon during sign-up, purchase, or administration of Axon Cloud Services, including, without limitation, the name, address, phone
number, and email address Customer provides, as well as aggregated usage information
related to Customer’s account and administrative data associated with the account; and (e) “Support Data”, which means the information Axon collects when Customer contacts or engages Axon for support, including, without limitation, information about hardware, software, and other details gathered related to the support incident, such as contact or authentication
information, chat session personalization, information about the condition of the machine and
the application when the fault occurred and during diagnostics, system and registry data about software installations and hardware configurations, and error-tracking files.
· “Data Controller” means the natural or legal person, public authority, or any other body
which alone or jointly with others determines the purposes and means of the processing of
Personal Data (as defined below).
· “Data Processor” means a natural or legal person, public authority or any other body which processes Personal Data on behalf of the Data Controller.
· “Personal Data” means information about or relating to an individual, whether recorded
or not, whether or not true or factual, which can be used to uniquely identify the individual
either on its own or by reference to an identifier such as an identification number, location data, an online identifier or to one or more factors specific to the physical, physiological, genetic, mental, economic, cultural or social identity of that natural person.
· “Sensitive Personal Data” means any information related to genetic, biometric and
health data, as well as personal data revealing racial and ethnic origin, political opinions,
religious or ideological convictions or trade union membership. Specific information types connected to an individual where misuse could negatively impact fundamental rights and freedoms of the data subject. This includes financial data of an individual, racial, genetic, health or lifestyle data. Non-Content Data does not include Sensitive Personal Data.
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· “Processing” means any operation or set of operations which is performed on Personal Data or on sets of Personal Data, whether or not by automated means, such as collection, recording, organization, structuring, storage, adaptation or alteration, retrieval, consultation,
use, disclosure by transmission, dissemination or otherwise making available, alignment or
combination, restriction, erasure or destruction.
· “Sub-processor” means any third party engaged by the Data Processor to assist in data processing activities that the Data Processor is carrying out on behalf of the Data Controller.
Axon's Role
Data Processor
Axon is a Data Processor of Customer Content and Axon obtains no rights to Customer Content. The Customer is a Data Controller and controls and owns all right, title, and interest in and to Customer Content. Axon only processes Customer Content on behalf of the Customer in accordance with the Agreement and the Data Processing Agreement entered into between
the parties.
Data Controller
Axon is a Data Controller for Non-Content Data. In regard to Customer Entity & User Data, Axon is a Data Controller and Customer is an independent Data Controller, not a joint Data Controller.
Axon processes Non-Content Data to provide Axon Cloud Services and to support the overall
delivery and improvement of Axon Products including business, operational, and security purposes. Axon may analyze and report anonymized and aggregated Non-Content Data to communicate with external and internal stakeholders.
Data Collection Purposes and Processing Activities
Customer Content
Axon will only process Customer Content to provide Customer Axon Cloud Services including, without limitation, user authentication and authorization functionality, and to enable the functionalities according to the configuration selected by the Customer. Axon only processes Customer Content on behalf of the Customer in accordance with the Agreement and the Data
Processing Agreement entered into between the parties. Axon will not use Customer Content
for any advertising or other commercial purposes.
Axon periodically upgrades or changes Axon Cloud Services to provide customers with new
features and enhancements in alignment with the Axon Evidence Maintenance Schedule attached hereto as Schedule 1 to this Privacy Notice. Axon communicates such upgrades or changes to customers one week prior to release via mechanisms outlined in the Maintenance Schedule.
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Non-Content Data
Axon processes Non-Content Data to provide Axon Cloud Services and to support the overall delivery of Axon Products including business, operational, and security purposes.
Non-Content Data includes the following:
Customer Entity and User Data
Axon uses Customer Entity and User Data to: (1) provide Axon Cloud Services, including, without limitation, user authentication and authorization functionality; (2) improve the quality of Axon Products or provide enhanced functionality and features; (3) contact Customer to provide
information about its account, tenant, subscriptions, billing, and updates to Axon Cloud
Services, including, without limitation, information about new features, security and other technical issues; and (4) market our products or services to Customer via email, by sending promotional communication including targeted advertisements, or presenting a Customer with relevant offers.
Customer cannot unsubscribe from non-promotional communications, such as maintenance
schedules, or similar notifications, but may unsubscribe from promotional communications at any time such as by clicking on an unsubscribe button at the bottom of such communications.
Customer Entity and User Service Interaction Data
Customer Entity and User Service Interaction Data includes data regarding Customers'
interactions with Axon Cloud Services and Axon Client Applications. Axon processes
Customer Entity and User Service Interaction Data to improve the quality of Axon Products and provide enhanced functionality and features.
Service Operations and Security Data
Axon processes "Service Operations and Security Data" to provide service operations and
monitoring for its own purposes of ensuring the security of its services and systems. The
processing of "Service Operations and Security Data" is necessary for Axon to monitor the security of its services, detect vulnerabilities, and act promptly on security breaches. Therefore, the processing is necessary to meet Axon's legal obligations, to maintain security standards and to fulfil our contractual commitments to the Customer.
Account Data
Axon uses Account Data to provide Axon Cloud Services, manage Customer's accounts, to market, and communicate with Customer by carrying out the administrative management of your registration and/or updating as a client, and the management and development of the
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contractual relationship with Customer and to contact Customer to provide information about its account, tenant, subscriptions, billing and updates to Axon Cloud Services, and to market our products or services to Customer via email, by sending promotional communications,
including targeted advertisements, or by presenting Customer with relevant offers.
Support Data
Axon uses Support Data to resolve Customer’s support incident, and to operate, improve, and personalize Axon Products, including, without limitation, information about hardware, software, and other details gathered related to the support incident, such as contact or authentication
information, chat session personalization, information about the condition of the device and the
application when the fault occurred and during diagnostics, system and registry data about software installations and hardware configurations, and error-tracking files. Service Operations and Security Data may be part of the Support Data when required for this purpose.
If Customer shares Customer Content to Axon in a support scenario, or access to or
processing of Customer Content is necessary to provide support, the Customer Content will be
processed as Support Data and will only be used for resolving support incidents. Axon may provide support through phone, email, online chat or sessions. Phone conversations, online chat sessions, or online sessions with Axon support professionals may
be recorded and/or monitored for efforts such as training, future support, and evidentiary
purposes.
Legal Basis for Processing Personal Data
CUSTOMER CONTENT
Axon’s legal basis for the collection and processing of Personal Data within Customer Content
is to fulfill obligations to facilitate and process contractual transactions that take place when
you interact with Axon Cloud Services, and to the extent applicable, to investigate and help prevent security threats, fraud, or other malicious activity.
NON-CONTENT DATA
Axon’s legal basis for the collection and processing of Personal Data within Non-Content Data
is the legitimate interest to provide and support the delivery of our Services; investigate and
help prevent security threats, fraud, or other malicious activity; enforce & protect the rights and properties of Axon or its affiliates; protect the rights and personal safety of Axon employees and third parties on or using the Services or Axon Products; and for the purposes which may be required by applicable laws and regulations.
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Server and Data Location
Customer Content
Axon offers Axon Cloud Services in numerous geographic regions. Before creating an account,
Customer determines where Axon will store Customer Content by designating an economic
area.
Axon ensures that all Customer Content in Axon Evidence remains within the selected economic area, including, without limitation, all backup data, replication sites, and disaster
recovery sites. Customer selected economic areas can be determined through review of Customer's Axon Cloud Services URL. Customer URLs conform to the <youragency>.<regioncode>.evidence.com scheme with the exception of US customers where the scheme may exclude the region code and is <youragency>.evidence.com. US Federal customers conform to the scheme <youragency>.us.evidence.com
Non-Content Data
Customer Entity and User Data
Customer Entity and User Data is located in Customer's selected economic area for Customer Content. Customer Entity and User Data may be copied or transferred to the United States.
Customer Entity and User Service Interaction Data
Customer Entity and User Service Interaction Data is located in Customer's selected economic area for Customer Content and the United States.
Service Operations and Security Data
Service Operations and Security Data is located in Customer's selected economic area for Customer Content and the United States.
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Account Data and Support Data
Account and Support Data may be located in the United States and may be located in Customer's selected economic area for Customer Content.
Axon Cloud Services Sub-processors
Axon may rely on Sub-processors to provide or enhance Axon Products on its behalf. Axon only permits Sub-processors to use Customer Content to deliver to the Customer services that Axon offers. Axon prohibits Sub-processors from using Customer Content for any other purpose. Ownership of rights, titles, and interest in and to Customer Content remain with
Customer.
Axon exercises commercially reasonable efforts in connection with contractual obligations to ensure its Sub-processors are compliant with all applicable data protection laws and regulations surrounding the Sub-processors access and scope of work in connection with Customer Content. Prior to onboarding Sub-processors, Axon audits the security and privacy
practices of Sub-processors to ensure Sub-processors provide a level of security and privacy
appropriate to the scope of their services. Axon agrees it will be fully responsible to Customer for the acts and omissions of Axon’s Sub-processors and of the persons either directly or indirectly employed by the Sub-processors, as Axon is for the acts and omissions of persons directly employed by Axon. Axon will bind every Sub-processor and every Sub-processor of a
Sub-processor by the terms of the Agreement applicable to Axon.
Axon maintains an up-to-date list of the names and locations of the required Customer Content sub-processor(s) used to for standard Axon Cloud Services here. The current sub-processors are attached hereto as Schedule 2. Please note, additional Sub-processors may be included depending on additional functionality requested during contracting and
implementation. If additional information is needed, please contact Axon at
privacy@axon.com.
Axon will give Customer notice of any new Sub-processor. If you are a current Axon Cloud
Services customer with a data processing agreement in place with Axon, you may subscribe here to receive notifications of a new Sub-processor(s) before Axon authorizes any new Sub-processor to process Customer Content in connection with the provision of your service.
International Data Transfers
Personal Data within Non-Content Data may be subject to international data transfers outside the European Economic Area (EEA), United Kingdom, and Switzerland, which will be regulated in accordance with the mechanisms set out in the GDPR, UK-GDPR, and the Swiss FADP respectively, to safeguard the rights and freedoms of the data subject and ensure a level of
protection equivalent to that required by European, United Kingdom, and Swiss regulations.
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Axon and Fusus Inc. (‘Axon’) comply with the EU-U.S. Data Privacy Framework (EU-U.S. DPF), the UK Extension to the EU-U.S. DPF, and the Swiss-U.S. Data Privacy Framework (Swiss-U.S. DPF) as set forth by the U.S. Department of Commerce. Axon has certified to the
U.S. Department of Commerce that it adheres to the EU-U.S. Data Privacy Framework
Principles (EU-U.S. DPF Principles) with regard to the processing of personal data received from the European Union in reliance on the EU-U.S. DPF and from the United Kingdom (and Gibraltar) in reliance on the UK Extension to the EU-U.S. DPF. Axon has certified to the U.S. Department of Commerce that it adheres to the Swiss-U.S. Data Privacy Framework Principles
(Swiss-U.S. DPF Principles) with regard to the processing of personal data received from
Switzerland in reliance on the Swiss-U.S. DPF.
If there is any conflict between the terms in this Notice and the EU-U.S. DPF Principles and/or the Swiss-U.S. DPF Principles, the Principles shall govern. To learn more about the Data Privacy Framework (DPF) program, and to view our certification, please
visit https://www.dataprivacyframework.gov/.
In compliance with the EU-U.S. DPF, the UK Extension to the EU-U.S. DPF, and the Swiss-U.S. DPF, Axon commits to resolve DPF Principles-related complaints about our collection and use of your personal information. EU, UK, and Swiss individuals with inquiries or complaints regarding our handling of personal data received in reliance on the EU-U.S. DPF, the UK
Extension to the EU-U.S. DPF, and the Swiss-U.S. DPF should first contact Axon
at privacy@axon.com.
In compliance with the EU-U.S. DPF, the UK Extension to the EU-U.S. DPF and the Swiss-U.S. DPF, Axon commits to cooperate and comply respectively with the advice of the panel established by the EU data protection authorities (DPAs), the UK Information Commissioner’s
Office (ICO) and the Gibraltar Regulatory Authority (GRA), and the Swiss Federal Data Protection and Information Commissioner (FDPIC) with regard to unresolved complaints concerning our handling of personal data received in reliance on the EU-U.S. DPF, the UK Extension to the EU-U.S. DPF, and the Swiss-U.S. DPF.
If your DPF complaint cannot be resolved through the above channels, under certain
conditions, you may invoke binding arbitration for some residual claims not resolved by other redress mechanisms.
If you are an EU, Swiss or UK Individual, where we transfer your personal data to third party service providers (see above) who perform services for us or on our behalf, we are responsible for the processing of that data by them and shall remain liable if they process your personal
data in a manner inconsistent with the DPF Principles referred to below, unless we prove that we are not responsible for the event giving rise to the damage.
Axon is subject to the investigatory and enforcement powers of the United States Federal Trade Commission regarding compliance with the EU-U.S. Data Privacy Framework (EU-U.S. DPF) and the UK Extension to the EU-U.S. DPF, and the Swiss-U.S. Data Privacy Framework
(Swiss-U.S. DPF).
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To the extent the above mechanisms cannot be used to adequately safeguard transfers outside the EEA, United Kingdom, or Switzerland, Axon will put in place alternate safeguards, as appropriate (such as Standard Contractual Clauses (SCCs) and Transfer Impact
Assessments (TIA).
Information Sharing
Axon may share data with its subsidiaries, legal entities, third party service providers and other partners to help us operate, including for providers to facilitate: (1) user account management, authentication, analytics, and communication, (2) product features, e.g. product development,
and error analytics, (3) customer service and support, and (4) security monitoring and
investigation. Axon may not share Customer with out-of-state or federal law enforcement agencies. Required Disclosures
Axon will not disclose Customer Content or Non-Content Data to Government Authorities except as required by any law or regulation. If permitted, Axon will notify Customer if any disclosure request is received for Customer Content so Customer may challenge or object.
Data Security Measures
Axon is committed to helping protect the security of Customer Data. Axon has established and implemented policies, programs, and procedures that are commercially reasonable and in compliance with applicable industry practices, including administrative, technical, and physical safeguards to protect the confidentiality, integrity and security of Customer Content and Non-
Content Data against unauthorized access, use, modification, disclosure, or other misuse.
Axon will take appropriate steps to ensure compliance with the data security measures by its employees, contractors, and Sub-processors, to the extent applicable to the respective scope of performance. Axon agrees it will be fully responsible to Customer for the acts and omissions
of Axon’s Sub-processors and of the persons either directly or indirectly employed by the Sub-
processors, as Axon is for the acts and omissions of persons directly employed by Axon. Axon will bind every Sub-processor and every Sub-processor of a Sub-processor by the terms of the Agreement applicable to Axon.
Confidentiality
Customer Content and Non-Content Data is encrypted in transit over public networks.
Customer Content is encrypted at rest in all Axon Cloud Service regions. Axon protects all Customer Content and Non-Content Data with strong logical access control mechanisms to ensure only users with appropriate business needs have access to data. Third-
party specialized security firms periodically validate access control mechanisms. Access
control lists are reviewed periodically by Axon.
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Integrity
As Evidence is ingested into Axon Cloud Services, a Secure Hash Algorithm (“SHA”) checksum is generated on the upload device and again upon ingestion into Axon Cloud
Services. If the SHA checksum does not match, the upload will be reinitiated. Once upload of
Evidence is successful, the SHA checksum is retained by Axon Cloud Services and is made viewable by users with access to the Evidence audit trail for the specific piece of Evidence. Tamper-proof audit trails are created automatically by Axon Cloud Services upon ingestion of any Evidence.
Availability
Axon takes a comprehensive approach to ensure the availability of Axon Cloud Services. Axon replicates Customer Content over multiple systems to help to protect against accidental destruction or loss. Axon Cloud Services systems are designed to minimize single points of failure. Axon has designed and regularly plans and tests its business continuity planning and
disaster recovery programs.
Isolation
Axon logically isolates Customer Content. Customer Content for an authenticated customer will not be displayed to another customer (unless Customers explicitly create a sharing relationship between their tenants or shared data between themselves). Centralized
authentication systems are used across an Axon Cloud Service region to increase uniform
data security. Additional role-based access control is leveraged within Customer’s Axon Cloud Service tenant to define what users can interact with or access Customer Content. Customer solely
manages the role-based access control mechanisms within its Axon Cloud Services tenant.
Within the Axon Cloud Services supporting infrastructure, access is granted based on the principle of least privilege. All access must be approved by system owners and undergo at least quarterly user access reviews. Any shared computing or networking resource will
undergo extensive hardening and is validated periodically to ensure appropriate isolation of
Customer Content. Non-Content Data is logically isolated within information systems such that only appropriate Axon personnel have access.
Personnel
Axon personnel are required to conduct themselves in a manner consistent with applicable law, the company’s guidelines regarding confidentiality, business ethics, acceptable usage, and professional standards. Axon personnel must complete security training upon hire in addition to annual and role-specific security training.
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Axon personnel undergo an extensive background check process to the extent legally permissible and in accordance with applicable local labor laws and statutory regulations. Axon personnel supporting Axon Cloud Services are subject to additional role-specific security
clearances or adjudication processes, including Criminal Justice Information Services
background screening and national security clearances and vetting.
Data Breach
Notification
If Axon becomes aware of unlawful or unauthorized access to, disclosure, alteration, or
destruction of Non-Content Data or Customer Content, we will notify affected Customers at the
earliest practicable opportunity but no later than forty-eight (48) hours of discovery and relevant authorities as necessary. Data Portability, Migration, and Transfer Back Assistance
Data Portability
Evidence uploaded to Axon Cloud Services is retained in original format. Evidence may be retrieved and downloaded by Customer from Axon Cloud Services to move data to an
alternative information system. Evidence audit trails and system reports may also be
downloaded in various industry-standard, non-proprietary formats.
Children's online privacy protection
Axon takes seriously its obligations under the Children’s Online Privacy Protection Act. We do not knowingly collect Non-Content Data, including Personal Data, regarding children under 18.
Data Subject Rights
Personal Data
You have the rights described below with respect to your Personal Data. You may have the rights described below:
· Access and obtain a copy of your Personal Data on request;
· Require Axon to change incorrect or incomplete Personal Data;
· Require Axon to delete or stop processing your Personal Data, for example where the Personal Data is no longer necessary for the purposes of processing;
· Object to the processing of your Personal Data where Axon is relying on its legitimate interests as the legal ground for processing; and
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· Withdraw your consent in circumstances where consent is the legal basis for processing.
If you would like to exercise any of these rights or have any questions, please contact us at
privacy@axon.com. To submit a deletion request, please complete this form.
If you believe that Axon has not complied with your data protection rights, you may have the right to lodge a complaint with a supervisory authority, in particular in the jurisdiction where you work, normally live or where any alleged infringement of data protection laws occurred.
In the EEA: the data protection authority of their place of residence;
In the United Kingdom: the UK Information Commissioner’s Office (“ICO”);
In Switzerland: the Federal Data Protection and Information Commissioner (“FDPIC”).
In the United States, please contact your applicable State Attorney General.
In other locations around the world, their local data protection authority.
Certain personal data, such as information about medical or health conditions, racial or ethnic
origin, genetic, political opinions, religious or philosophical beliefs, is considered “Sensitive Personal Data.” Axon will not use Sensitive Personal Data for a purpose other than the purpose for which it was originally collected or subsequently authorized by the individual unless Axon has received your affirmative and explicit consent (opt-in).
Customer Content
Customers may process Personal Data regarding an individual when leveraging Axon Cloud Services. In such cases, we are processing such personal data purely on behalf of our Customers and any individuals who seek to exercise their rights should first direct their query to our Customer, the Data Controller.
Axon will work with Customers to provide access to Personal Data that Axon or Sub-
processors hold. Axon will also take reasonable steps to enable Customers to correct, amend, or delete Personal Data that is demonstrated to be inaccurate.
Data Retention
Customer Content
Customer defines Evidence retention periods pursuant to Customer’s internal retention policies
and procedures. Customer can establish its retention policies within Axon Cloud Services.
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Therefore, Customer controls the retention and deletion of its Evidence within Axon Cloud Services.
Non-Content Data
Axon maintains internal disaster recovery and data retention policies in accordance with
applicable laws and regulations. The disaster recovery plan relates to Axon's data and extends to Axon Cloud Services and Customer Content stored within.
Axon's data retention policies relate to Axon's Non-Content Data. Axon's data retention policies instruct for the secure disposal of Non-Content Data when such data is no longer necessary
for the delivery and support of Axon products and services and in accordance with applicable
regulations. We will retain Non-Content Data for as long as needed to provide services, comply with our legal obligations, resolve disputes, and enforce our agreements.
Your California Privacy Rights
Pursuant to the California Consumer Privacy Act (“CCPA”), as amended by the California
Privacy Rights Act ("CPRA"), we provide this California Consumer Privacy Act Addendum (the
"CCPA Addendum") to California residents ("consumers" or "you" or “your”). This CCPA Addendum supplements the information contained in our Axon Cloud Services Privacy Notice. Any capitalized term used but not defined in this Notice has the meaning given in our Axon Cloud Services Privacy Notice.
This CCPA Addendum does not apply to information we collect about individuals in their
capacity as present or former job applicants or employees of Axon or the use of the Axon website. Nor does this amendment cover processing of Customer Content within Axon Cloud Services.
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Categories of Personal Data Collected
Sources of Personal Data
We obtain the categories of Personal Data listed above directly from you as well as from the following categories of sources: our corporate affiliates, third-party business partners, and other third-party sources.
Use of Personal Data
We use Non-Customer Content Personal Data for a variety of business and commercial purposes, as described this Axon Cloud Services Privacy Notice.
Your Consumer Rights under the CCPA
California law grants state residents certain rights, including the rights to know and access
specific types of Personal Data (including any Personal Data included in Non-Content Data), to
learn how we process Personal Data, to request deletion of Personal Data, to request correction of \ Personal Data, to opt-out of sharing your Personal Data for third party advertising purposes, and not to be denied goods or services for exercising these rights.
If you would like to exercise any of these rights please contact us at privacy@axon.com.
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Right to Opt-Out of Selling or Sharing
In the preceding 12 months, Axon has not sold or shared (as those terms are defined in the CCPA) any Personal Data.
Authorized Agents
To make a request as an authorized agent on behalf of a California resident, you may use the submission methods noted above. Please provide us with a copy of the consumer’s written authorization designating you as their agent.
Nondiscrimination
We will not unlawfully discriminate against you for exercising your rights under the CCPA.
Additional Information about specific Axon Cloud Services
The following information pertains to specific privacy and data processing activities associated with certain Axon Cloud Services. If you are a user of any of the below products, please read the applicable language carefully.
Community Request
Community Request services may facilitate the transmission of information and content voluntarily submitted including certain metadata associated therewith, (collectively, “Submissions”) by an individual completing questionnaires, while using Community Request (“Survey Participant”), to our Customer that uses the Community Request service.
Our Customer which requests Submissions through Community Request receives those
Submissions - once transmitted, the Submissions remain in the possession of the requesting Customer and Axon does not own or control any copies. The Customer is thus the Data Controller of Submissions data. The Customer to which a Survey Participants transmits the Submission will own and control such Submission, and the privacy practices of Axon’s
Customer will apply.
Additionally, Community Request automatically collects certain details about a Survey Participant usage of Community Request and their device. Axon may automatically collect certain details of your access to and use of Community Request, including traffic data, location data, logs, and other communication data and the resources that you access and use on or
through Community Request. We may collect information about your mobile device and
internet connection, including the operating system, IP address, browser type, and mobile network information.
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Axon Fusus
We process Customer Content on behalf of and as a Data Processor, and to the extent necessary to provide Services to our Customers. To provide our Customers with our Services,
we may process and store Customer Content that is captured and recorded when our
Customers and their users operate our Products and other Services, such as video or audio recordings, live video or audio streams, images, comments, and data our products collect from their surrounding environment to perform their functions (such as motion, events, temperature and ambient light). The Customer is thus the Data Controller of Customer Content collected by
Fusus and the privacy practices of Axon’s Customer will apply.
Axon Fusus Terms of Use prohibits the use of cameras set by our Customers with our Platform or other Services in locations where a person has a reasonable expectation of privacy. We require our Customers to conduct any video monitoring through our Services in compliance with applicable laws, regulations and policies, including non-discrimination, sexual harassment,
among others. Therefore, monitoring in the bathrooms, locker rooms, or other areas where
individuals have a reasonable expectation of privacy is prohibited;
Axon Fusus Terms of Use also specifies that the camera positions and views are limited to open, common and public areas, unless otherwise permitted by a court order authorized by a court of competent jurisdiction relating to an investigation by a law enforcement agency.
Additionally, Axon Fusus may automatically collect certain details about users of Axon Fusus
Products or Services. Axon may automatically collect certain details of your access to and use of Axon Fusus Products or Services, including traffic data, location data, logs, and other communication data and the resources that you access and use on or through Axon Fusus Products or Services.
How to Contact Us
If you have any questions or concerns regarding Axon's privacy practices or the content of this Notice, please contact privacy@axon.com.
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Schedule 1 to Axon Cloud Services Privacy Notice Appendix –
Axon Maintenance Schedule
Planned Maintenance
If planned maintenance is required, Axon will communicate via email to Evidence.com 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.
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.
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.
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Schedule 2 to Axon Cloud Services Privacy Notice Appendix –
Axon’s Sub-Processors for Customer Content
Typically, the Customer is the Data Controller and Axon is a Data Processor of Customer Content. Axon maintains an up-to-date list below of the names and locations of all sub-processors for Customer Content for standard Axon Cloud Services. Please note, additional sub-processors may be included depending on additional functionality requested during contracting and implementation. If additional information is needed, please contact Axon at privacy@axon.com.
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Axon Online Support Platforms Terms of Use Appendix
1 Definitions.
“Axon Online Support Platforms” means Axon Academy and MyAxon.
“Axon Academy” means Axon’s Customer learning management system on absorblms.com,
and other related offerings, including, without limitation, interactions between Axon
Academy and Axon Products.
“MyAxon” means Axon’s Customer support portal hosted on salesforce.com and other related
offerings, including, without limitation, interactions between MyAxon and Axon Products.
“Axon Online Customer Content” means
a) “Academy Customer Content” is data uploaded into, ingested by, or created in Axon
Academy within Customer’s tenant, including training materials, media or multimedia
uploaded into Axon Academy by Customer. Academy Customer Content excludes
Academy Non-Content Data.
b) “MyAxon Customer Content” means data uploaded into, ingested by, or created
in MyAxon within Customer’s tenant, including, without limitation, media or
multimedia uploaded into MyAxon by Customer. MyAxon Customer Content excludes
MyAxon Non-Content Data.
“Axon Online Non-Content Data” means
a) “Academy Non-Content Data” is data, configuration, and usage information about
Customer’s Axon Academy tenant, Axon Devices and client software, and users that
is transmitted or generated when using Axon Academy. Academy Non-Content Data
includes data about users captured during account management and customer
support activities. Academy Non-Content Data does not include Academy Customer
Content.
b) “MyAxon Non-Content Data” is data, configuration, and usage information about
Customer’s MyAxon tenant, Axon Devices and client software, and users that is
transmitted or generated when using MyAxon. MyAxon Non-Content Data includes
data about users captured during account management and customer support
activities. MyAxon Non-Content Data does not include MyAxon Customer Content.
“Axon Support Materials” means material(s) or content(s) made available by Axon to Customer
within MyAxon or Axon Academy.
2 Access. Upon Axon granting Customer a subscription to Axon Online Support Platforms,
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Customer may access and use Axon Online Support Platforms to store and manage Axon
Online Customer Content.
3 Customer Owns Axon Online Customer Content. Customer controls and owns all right, title
and interest in Axon Online Customer Content. Except as outlined herein, Axon obtains no
interest in Axon Online Customer Content, and Axon Online Customer Content is not Axon’s
business records. Except as set forth in this Agreement, Customer is responsible for
uploading, sharing, managing, and deleting Axon Online Customer Content. Axon will only
have access to Axon Online Customer Content for the limited purposes set forth herein.
Customer agrees to allow Axon access to Axon Online Customer Content to (a) perform
troubleshooting, maintenance, or diagnostic screenings; and (b) enforce this Agreement or
policies governing use of Axon Online Support Platforms and other Axon Products.
4 Security. Axon will implement commercially reasonable and appropriate measures to secure
Axon Online Customer Content against accidental or unlawful loss, access, or disclosure. Axon
will maintain a comprehensive information security program to protect Axon Online
Customer Content including logical, physical access, vulnerability, risk, and configuration
management; incident monitoring and response; security education; and data protection.
5 Customer Responsibilities. Customer is responsible for (a) ensuring Customer owns Axon
Online Customer Content; (b) ensuring no Axon Online Customer Content or Customer end
user’s use of Axon Online Customer Content or Axon Online Support Platforms violates this
Agreement or applicable laws; and (c) maintaining necessary computer equipment and
Internet connections for use of Axon Online Support Platforms. If Customer becomes aware
of any violation of this Agreement by an end user, Customer will immediately terminate that
end user’s access to Axon Online Support Platforms.
Customer will also maintain the security of end usernames and passwords and security and
access by end users to Axon Online Customer Content. Customer is responsible for ensuring
the configuration and utilization of Axon Online Support Platforms meets applicable Customer
policies, regulations, and standards. Customer may not sell, transfer, or sublicense access to
any other entity or person. Customer shall contact Axon immediately if an unauthorized party
may be using Customer’s account or Axon Online Customer Content, or if account information
is lost or stolen.
6 Location of Storage. Axon may transfer Axon Online Customer Content and Axon Online Non-
Content Data to third-party subcontractors for Processing. Axon will determine the locations
for Processing of Axon Online Customer Content and Axon Online Non-Content Data. For all
customers, Axon will Process including store Axon Online Customer Content and Axon Online
Non-Content Data within the United States. Ownership of Axon Online Customer Content
remains with Customer. Customer acknowledges that Processing, including storage, of Axon
Online Customer Content and Axon Online Non-Content Data will be in the United States.
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7 Suspension. Axon may temporarily suspend Customer’s or any end user’s right to access or
use any portion or all of Axon Online Support Platforms immediately upon notice, if Customer
or end user’s use of or registration for Axon Online Support Platforms may (a) pose a security
risk to Axon Products including Axon Online Support Platforms, or any third-party; (b)
adversely impact Axon Online Support Platforms, the systems, or content of any other
customer; (c) subject Axon, Axon’s affiliates, or any third-party to liability; or (d) be
fraudulent. Customer remains responsible for all fees incurred through suspension. Axon will
not delete Axon Online Customer Content because of suspension, except as specified in this
Agreement.
8 Axon Online Support Platforms Warranty. Axon disclaims any warranties or responsibility for
data corruption or errors which occur on Axon Online Support Platforms.
9 Axon Online Support Platforms Restrictions. Customer and Customer end users (including
employees, contractors, agents, officers, volunteers, and directors), may not, or may not
attempt to:
9.1 copy, modify, tamper with, repair, or create derivative works of any part of Axon
Online Support Platforms;
9.2 reverse engineer, disassemble, or decompile Axon Online Support Platforms or apply
any process to derive any source code included in Axon Online Support Platforms, or
allow others to do the same;
9.3 access or use Axon Online Support Platforms with the intent to gain unauthorized
access, avoid incurring fees or exceeding usage limits or quotas;
9.4 use trade secret information contained in Axon Online Support Platforms, except as
expressly permitted in this Agreement;
9.5 access Axon Online Support Platforms to build a competitive product or service or
copy any features, functions, or graphics of Axon Online Support Platforms;
9.6 remove, alter, or obscure any confidentiality or proprietary rights notices (including
copyright and trademark notices) of Axon’s or Axon’s licensors on or within Axon
Online Support Platforms; or
9.7 use Axon Online Support Platforms to store or transmit infringing, libelous, or other
unlawful or tortious material; to store or transmit material in violation of third-party
privacy rights; or to store or transmit malicious code.
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EXHIBIT B
IT ADDENDUM TO AXON’S AGREEMENT FORM
The City of Carlsbad (“Customer”) and Axon Enterprise, Inc. (“Axon”) are using the standard form
agreement provided by Axon. Nevertheless, the parties agree that this addendum is a part of the form
agreement (“Agreement”), and amends and modifies the Agreement as provided below:
1.Payment. Notwithstanding anything in the Agreement to which this Addendum is attached,
the payments to be made by the City for all goods, services and other deliverables under
the Agreement shall not exceed $2,956,619.70, except as may reflected in written
amendments to the Agreement.
2.Independent Contractor. In its performance under this Agreement, Axon and Axon’s
agents and employees act and will act in an independent capacity and not as agents or
employees of Customer.
3.Inapplicable Terms. Because Customer cannot accept certain standard clauses that may
appear in the Agreement as a matter of law and policy, Axon agrees that no provision
described below which appears in the Agreement shall be of any force and effect against
Customer:
a.Requiring Customer to obtain or maintain any form of insurance.
b.Renewing or extending the Agreement beyond its initial term or duration other
than by mutual agreement of the parties.
c.Requiring or stating that the terms of the Agreement, or the terms of Axon’s online
forms or agreements, shall prevail over the terms of this addendum in the event of
conflict.
d.Requiring Customer to indemnify, defend, or hold Axon harmless against claims of any
kind or nature.
e.Requiring the application of laws other than California law in interpreting or enforcing
the Agreement, including this addendum, or requiring or permitting litigation arising
under the Agreement in the courts of any state other than California, nor any venue
other than San Diego County.
f.Requiring Customer to pay liquidated damages, indirect, special, punitive, incidental or
consequential damages, including without limitation lost profits, lost revenue,
lost business opportunities, loss of data, interruption of business, regardless of the
theory of liability, even Customer has been advised of the possibility of such damages.
g.Requiring Customer to pay any type of contract termination fee.
h.Limiting Axon’s cumulative liability to any party for any loss or damage resulting from
any claim, demand, or action however caused, whether for breach of warranty or
contract, negligence, strict liability, tort or any other legal theory arising out of or
relating to the Agreement to less than $5 million.
i.Disclaiming negligence in violation of public policy.
j.Permitting unilateral modification of the Agreement by Axon or deeming Customer to
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agree to a modification by means other than affirmatively signing an amendment to the
Agreement.
k.Requiring Customer to engage in binding arbitration.
l.Obligating Customer to pay court costs, costs of collection, or attorneys’ fees.
m.Requiring Customer to withhold information from the public contrary to the
requirements of the California Public Records Act (CA Government Code § 6250 et seq.),
the California Civil Discovery Act (California Code of Civil Procedure § 2016.010 et seq.),
or other applicable law.
n.Requiring Customer to provide notice prior to disclosure of government records subject
to California Public Records Act (CA Government Code § 6250 et seq.), the California
Civil Discovery Act (California Code of Civil Procedure § 2016.010 et seq.), or other
applicable law.
o.Imposing interest on late payments or requiring interest to be paid on disputed
amounts.
p.Limiting Customer’s ability to terminate the Agreement by providing thirty (30) days
written notice to Axon.
4.Technology Terms and Conditions. In addition, the Agreement is amended to include the
following Information Technology Terms and Conditions:
a.Sensitive Information. In instances where any agreement, purchase order, or Scope of
Work is for the provision of Public Cloud Services where Customer’s sensitive data
may be exchanged, Axon shall provide an independently certified System and
Organization Controls (SOC) 2 Type 2 Audit Report or a SOC Cybersecurity Report or
equivalent certification for all parties to the Agreement and annual updates during the
term of the Agreement.
b.Data Location and Ownership. Axon shall provide its services to Customer and its end
users solely from data centers in the continental United States. Storage of Customer
data at rest shall be located solely in data centers in the United States. Contractor will
notify Customer of any plans to relocate its hosted services to another data center.
Axon shall not allow personnel or subcontractors to store Customer data on portable
devices, including personal computers, except for devises that are used and kept only
at its U.S. data centers. Axon shall permit its personnel and subcontractors to access
Customer data remotely only as required to provide technical user support or other
customer support. Customer will own all right, title and interest in Customer data that
is related to the services provided by this Agreement.
c.Data Protection. Axon shall ensure there is no inappropriate or unauthorized use of
Customer data at any time. To this end, Axon shall safeguard the confidentiality,
integrity, and availability of Customer data within its control using security
technologies and techniques in accordance with standard industry practices for such
data. In no event may Axon’s action or inaction result in any situation that is less
secure than the security Axon provides for its own systems and data.
d.Data Breach Responsibilities. This section only applies when there is a breach of
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Customer data within the possession or control of Axon. Axon shall: (1)
promptly notify City by telephone as soon as reasonably practicable but no than
than 48 hours, unless shorter time is required by applicable law, if it confirms that
there is a data breach; (2) cooperate with Customer as reasonably requested
by the City to investigate and resolve the data breach and provide daily updates;
(3) quarantine the data breach and ensure secure access to Customer data; (4)
promptly implement necessary remedial measures; and (5) document responsive
actions taken related to the data breach.
e.Background Checks. As permitted or required by law, Axon shall conduct criminal
background checks and not utilize any staff, including subcontractors, to fulfill the
obligations of the Agreement who have been convicted of any crime of dishonesty,
including but not limited to criminal fraud, or otherwise convicted of any felony or any
misdemeanor offense for which incarceration for up to 1 year is an authorized penalty.
Axon shall promote and maintain an awareness of the importance of securing
Customer’s information among the Axon’s employee and agents.
f.Information Technology Access. All electronic and information technology procured
through this Agreement must meet the applicable accessibility standards of Section
508 of the Rehabilitation Act of 1973 (29 U.S.C. 794d) as amended and is viewable at
http://www.section508.gov. Further, Axon assures Customer that Axon complies with
the American with Disabilities Act of 1990 (42 US.C. 12101 et seq.), including the
Department of Justice’s final rule revising the regulation implementing Title II of the
Americans with Disabilities Act to establish specific requirements, including the
adoption of specific technical standards, for making accessible the services, programs,
and activities offered by state and local government entities to the public through the
web and mobile applications (“apps”) which became effective June 24, 2024 (89 FR
31320.). And in accordance with California Government Code Section 7405(b), Axon
shall have the ongoing obligation to promptly respond to and resolve any complaint
regarding accessibility that is brought to the attention of Axon.
g.Patent, Copyright and Trade Secret Indemnity. To the fullest extent permitted by law,
Axon will indemnify, defend, and hold harmless Customer, its officers, elected and
appointed officials, employees, and volunteers from any and all third-party claims,
costs (including without limitation reasonable attorneys’ fees), damages, and losses
for infringement or violation of any U.S. Intellectual Property Right by any product or
service provided by this Agreement. With respect to claims arising from software
manufactured by a third party and sold by Axon as reseller, Axon will pass through to
Customer such indemnity rights as it receives from such third party and will cooperate
in its enforcement.
i.Aside from Axon’s indemnification obligation, should the product or services
or any part of oy become, or in Axon’s reasonable opinion be likely to become,
the subject of a claim for infringement of a third party intellectual property
right, then Axon shall, at its sole option and expense: (i) procure for City the
right to use and access the infringing or potentially infringing item(s) of the
service or product (“Infringing Item”) free of any liability for infringement; or
(ii) replace or modify the Infringing Item with a non-infringing substitute
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otherwise materially complying with the functionality of the replaced system;
or (iii) if neither of the foregoing is reasonably practicable, terminate the right
to use and access the Infringing Item and refund a prorated amount of any
amount already paid. However, in the event Axon exercises option (iii), Axon
shall provide Customer with ninety (90) days of use and access to the
Infringing Item prior to termination.
h.Warranty. Axon warrants that the appliable product and services (1) will substantially
conform to the requirements of the Agreement; (2) will be free of material defects
and will be performed with professional care and skill; (3) will be free, at the time of
delivery, of harmful code (e.g., computer viruses, worms, trap doors, time bombs,
disabling code, or any similar malicious mechanism designed to interfere with the
intended operation of, or cause damage to, computers, data, or software; (and (4) if
software, perform in accordance with the software license and accompanying
manuals and other printed documents. Further, to the extent Axon is legally able to
do so, Axon warrants it will pass through any applicable third-party warranties to
Customer and will reasonably cooperate in enforcing them.
5.Customer’s Limitation on Liability. Customer’s liability for damages to Axon for any cause
whatsoever arising out of or relating to this Agreement, and regardless of the theory of
liability shall be limited to the total fees paid or payable by City to Axon for the twelve-
month period immediately preceding the date the cause of action arose. The existence of
more than one claim shall not expand such limit. This limitation will apply notwithstanding
any failure of any essential purpose of any limited remedy.
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EXHIBIT C
INSURANCE ADDENDUM
1.0 INSURANCE
Contractor will obtain and maintain for the duration of the Agreement and any and all amendments,
insurance against claims for injuries to persons or damage to property which may arise out of or in
connection with performance of the services by Contractor or Contractor’s agents, representatives,
employees or subcontractors. The insurance will be obtained from an insurance carrier admitted and
authorized to do business in the State of California. The insurance carrier is required to have a current
Best's Key Rating of not less than "A-:VII"; OR with a surplus line insurer on the State of California’s List
of Approved Surplus Line Insurers (LASLI) with a rating in the latest Best’s Key Rating Guide of at least
“A:X”; OR an alien non-admitted insurer listed by the National Association of Insurance Commissioners
(NAIC) latest quarterly listings report.
1.1 Coverages and Limits. Contractor will maintain the types of coverages and minimum
limits indicated below, unless Risk Manager or City Manager approves a lower amount. These minimum
amounts of coverage will not constitute any limitations or cap on Contractor's indemnification
obligations under this Agreement. City, its officers, agents and employees make no representation that
the limits of the insurance specified to be carried by Contractor pursuant to this Agreement are
adequate to protect Contractor. If Contractor believes that any required insurance coverage is
inadequate, Contractor will obtain such additional insurance coverage, as Contractor deems adequate,
at Contractor's sole expense. The full limits available to the named insured shall also be available and
applicable to the City as an additional insured.
1.1.1 Commercial General Liability (CGL) Insurance. Insurance written on an
“occurrence” basis, including personal & advertising injury, with limits no less than $2,000,000
per occurrence. If a general aggregate limit applies, either the general aggregate limit shall apply
separately to this project/location or the general aggregate limit shall be twice the required
occurrence limit.
1.1.2 Automobile Liability. If the use of an automobile is involved for Contractor's
work for City, $2,000,000 combined single-limit per accident for bodily injury and property
damage.
1.1.3 Workers' Compensation and Employer's Liability. Workers' Compensation
limits as required by the California Labor Code. Workers' Compensation will not be required if
Contractor has no employees and provides, to City's satisfaction, a declaration stating this.
1.1.4 Professional Liability. Errors and omissions liability appropriate to Contractor’s
profession with limits of not less than $1,000,000 per claim. Coverage must be maintained for a
period of five years following the date of completion of the work.
1.1.5 Cyber Liability Insurance. At all times during the performance of work under
this Agreement and for sixty (60) months following the date of Agreement termination, the
Contractor will carry and maintain, at its own expense, Cyber Liability insurance with limits of
not less than $1,000,000 per occurrence or claim, and $2,000,000 aggregate.
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1.2 Additional Provisions. Contractor will ensure that the policies of insurance required
under this Agreement contain, or are endorsed to contain, the following provisions:
1.2.1 The City will be named as an additional insured on Commercial General Liability
which shall provide primary coverage to the City.
1.2.2 Contractor will obtain occurrence coverage, excluding Professional Liability,
which will be written as claims-made coverage.
1.2.3 If Contractor maintains higher limits than the minimums shown above, the City
requires and will be entitled to coverage for the higher limits maintained by Contractor. Any
available insurance proceeds in excess of the specified minimum limits of insurance and
coverage will be available to the City.”
1.2.4 This insurance will be in force during the life of the Agreement and any extensions
of it and will not be canceled without thirty (30) days prior written notice to City sent by certified
mail pursuant to the Notice provisions of this Agreement.
1.3 Providing Certificates of Insurance and Endorsements. Prior to City's execution of this
Agreement, Contractor will furnish certificates of insurance and endorsements to City.
1.4 Failure to Maintain Coverage. If Contractor fails to maintain any of these insurance
coverages, then City will have the option to declare Contractor in breach or may purchase replacement
insurance or pay the premiums that are due on existing policies in order to maintain the required
coverages. Contractor is responsible for any payments made by City to obtain or maintain insurance
and City may collect these payments from Contractor or deduct the amount paid from any sums due
Contractor under this Agreement.
1.5 Submission of Insurance Policies. City reserves the right to require, at any time,
complete and certified copies of any or all required insurance policies and endorsements.
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SECRETARY’S CERTIFICATE OF
AXON ENTERPRISE, INC.
October 8, 2025
The undersigned certifies that he is the duly elected and qualified Secretary of Axon Enterprise, Inc.
("Axon") and does hereby certify, solely in such capacity and not in an individual capacity, that annexed hereto
as Attachment A is a true and correct copy of Axon's list of authorized signatories ("Signature Authority List") as
of the date of this certificate.
IN WITNESS WHEREOF, I have signed this certificate as of the date set forth above as the duly elected
and qualified Secretary of the Company:
AXON ENTERPRISE, INC.
By:
Isaiah Fields
Chief Legal Officer and Corporate Secretary
Attachment:
A – Signature Authority List
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ATTACHMENT A
SIGNATURE AUTHORITY LIST – AXON ENTERPRISE, INC.
Abi Stock Axon Enterprise, Inc.
Alex Engel Axon Enterprise, Inc.
Amy Nguyen Axon Enterprise, Inc.
Anas Hammouri Axon Enterprise, Inc.
Andy Wrenn Axon Enterprise, Inc.
Angelo Welihindha Axon Enterprise, Inc.
Ben Hagen Axon Enterprise, Inc.
Branden Cristello Axon Enterprise, Inc.
Brandon Rasmussen Axon Enterprise, Inc.
Brian Fairbanks Axon Enterprise, Inc.
Brittany Bagley Axon Enterprise, Inc.
Bryan Wheeler Axon Enterprise, Inc.
Cameron Brooks Axon Enterprise, Inc.
Charlie Henick Axon Enterprise, Inc.
Chris Lindenau Axon Enterprise, Inc.
Christopher Kirby Axon Enterprise, Inc.
Clare Manning Axon Enterprise, Inc.
Craig Trudgeon Axon Enterprise, Inc.
Dave Beck Axon Enterprise, Inc.
Dave Iacovelli Axon Enterprise, Inc.
David Fiorillo Axon Enterprise, Inc.
Elizabeth Hart Axon Enterprise, Inc.
Eric Hertz Axon Enterprise, Inc.
Erik Lapinski Axon Enterprise, Inc.
Gabrielle Mellon Axon Enterprise, Inc.
Greg Hewes Axon Enterprise, Inc.
Hans Moritz Axon Enterprise, Inc.
Henrik Kühl Axon Enterprise, Inc.
Hoang Bao Axon Enterprise, Inc.
Isaiah Fields Axon Enterprise, Inc.
James Barker Axon Enterprise, Inc.
James Zito Axon Enterprise, Inc.
Jay Bennette Axon Enterprise, Inc.
Jeffrey Kunins Axon Enterprise, Inc.
Jeffrey Schmidt Axon Enterprise, Inc.
Jenner Holden Axon Enterprise, Inc.
Jennifer Mak Axon Enterprise, Inc.
Jessica Duncan Axon Enterprise, Inc.
John Henault Axon Enterprise, Inc.
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Joshua Goldman Axon Enterprise, Inc.
Joshua Isner Axon Enterprise, Inc.
Karl Schultz Axon Enterprise, Inc.
Kimberly Murdoch Axon Enterprise, Inc.
Mark VanAntwerp Axon Enterprise, Inc.
Mark Wachtmann Axon Enterprise, Inc.
Marin Lersch Axon Enterprise, Inc.
Matt Haynes Axon Enterprise, Inc.
Maura Ballantyne Axon Enterprise, Inc.
Meredith Sharpe Axon Enterprise, Inc.
Mike Shore Axon Enterprise, Inc.
Mike Wagers Axon Enterprise, Inc.
Nache Shekarri Axon Enterprise, Inc.
Nathan Sawtell Axon Enterprise, Inc.
Nick Stamas Axon Enterprise, Inc.
Pam Petersen Axon Enterprise, Inc.
Patrick Madden Axon Enterprise, Inc.
Patrick Smith Axon Enterprise, Inc.
Paul Strozier Axon Enterprise, Inc.
Rachel Scott Axon Enterprise, Inc.
Ran Mokady Axon Enterprise, Inc.
Robert E. Driscoll Jr. Axon Enterprise, Inc.
Robert Murphy Axon Enterprise, Inc.
Sumegh Sodani Axon Enterprise, Inc.
Thi Luu Axon Enterprise, Inc.
Tony Biaggne Axon Enterprise, Inc.
Tracy Stone Axon Enterprise, Inc.
Vanessa Alexander Axon Enterprise, Inc.
Vanessa Wirth
Bremer Axon Enterprise, Inc.
Vishal Dhir Axon Enterprise, Inc.
Vito Sabella Axon Enterprise, Inc.
Will Steenken Axon Enterprise, Inc.
Yasser Ibrahim Axon Enterprise, Inc.
Address and phone number for Officers and Directors:
c/o Axon Enterprise, Inc.
17800 N. 85th Street
Scottsdale, Arizona 85255
1-800-978-2737
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Exhibit 2
Information Technology Department
1635 Faraday Ave Carlsbad, CA 92008 442-339-2450 t
Memorandum
February 17, 2026
To: Roxanne Muhlmeister, Assistant Finance Director/Purchasing Officer
From: Maria Callander, Information Technology Director
Re: Approve the cooperative use of the OMNIA Partners Contract 3544-21-4615 with
Axon Enterprise, Inc.
The Information Technology Department would like to cooperatively use the OMNIA Partners
Contract 3544-21-4615, for the police case records managements system (PCRMS) with Axon
Enterprise, Inc to provide for the purchase, implementation, ongoing licensing and support for a
not to exceed agreement amount of $2,956,620 for the term of the agreement.
This request is in the best interest of the City of Carlsbad as the city has an existing PCRMS that
is part of a regional contract maintained by the San Diego County Sheriff’s Department which at
its end of life. While the county has agreed to continue to support this solution for another two
to three years, the system is antiquated and does not provide the features and functionality
provided by a modern PCRMS.
Axon is a full-service vendor that provides for the procurement of software, hardware, licenses,
support, maintenance, and professional services for many of the Police Department’s needs.
As per Carlsbad Municipal Code Section 3.28.100 – Cooperative purchasing, “The purchasing
officer shall have the authority to join with other public or quasi-public agencies in cooperative
purchasing plans or programs for the purchase of goods and/or services by contract,
arrangement or agreement as allowed by law and as determined by the purchasing officer to be
in the city’s best interest. The purchasing officer may buy directly from a vendor at a price
established by another public agency when the other agency has made their purchase in a
competitive manner.”
With Purchasing Officer support, staff will recommend the City Council adopt a resolution
authorizing the execution of an agreement with Axon for the purchase, implementation,
ongoing licensing and support in a not to exceed agreement amount of $2,956,620 for the term
of the agreement at the February 24, 2026, City Council Meeting.
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Muhlmeister
February 17, 2026
Page 2
Approval for Participate in Cooperative Purchasing
And Support for Exemption from Formal Bidding
______________________________________ ______________
Roxanne Muhlmeister, Date
Assistant Finance Director/Purchasing Officer
CC: Cindie McMahon, City Attorney
Brent Gerber, Senior Management Analyst
Shea Sainz, Senior Contract Administrator
2/18/2026
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