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EXHIBIT A <br />Terms and Conditions <br />SUPPORTED APPLICATIONS — are the applications which were purchased, which may include <br />Work Order, Work Request, Mobile Citizen, and are covered by a Support Agreement. <br />SYSTEM MAINTENANCE — are the activities required to service the Servers, Network, Power, <br />Operating System, Application, and other infrastructure for the Supported Applications. MaintStar <br />intends to perform such System Maintenance on Sundays, during the hours of 6:00am to 3:00pm <br />PST. The dates and times of the System Maintenance will be emailed in advanced to the Designated <br />Support Contacts (see below), which include the Management Analyst, Customer Service <br />Supervisor, Deputy Director of Business Services, IT coordinator (email list to be provided after <br />execution of Agreement). <br />CYBERSECURITY INCIDENT — In the event a data breach occurs with respect to City Data, <br />Software Provider shall immediately notify the appropriate City contact by telephone in accordance <br />with the agreed upon security plan or security procedures if it reasonably believes there has been a <br />security incident. Software Provider shall (1) cooperate with City to investigate and resolve the data <br />breach, (2) promptly implement necessary remedial measures, if necessary, and (3) document <br />responsive actions taken related to the data breach, including any post -incident review of events and <br />actions taken to make changes in business practices in providing the services, if necessary. <br />SUPPORT GOAL — is to provide Maximum System Uptime for the Supported Applications, for the <br />Term of this Agreement, within the Supported Hours. Support Services also include annual system <br />upgrades. <br />DESIGNATED SUPPORT CONTACTS — are a maximum of five (5) CITY PERSONNEL who <br />have registered with MaintStar and are eligible to report issues. <br />• Daniel Villasenor, Management Analyst <br />• Operations Superintendent, David Luera <br />• Roopale Bulsara-Popal, Customer Service Center Supervisor <br />• William Wang, GIS Coordinator <br />• Aron Watanabe, IT Coordinator II <br />NORMAL SUPPORT HOURS — means Monday — Friday, 7:00am — 3:30pin PST, except <br />CONTRACTOR'S seven (7) Observed Holidays, which are: <br />1. New Year's Day <br />2. Memorial Day <br />3. <br />Independence Day <br />4. <br />Labor Day <br />5. <br />Thanksgiving Day <br />6. <br />Day after Thanksgiving <br />7. <br />Christmas Day <br />WHEN THE ISSUE BEGINS — an issue does not count if it is reported during System Maintenance. <br />