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 <br />City of Pleasanton - Sun Ridge Systems, Inc. Page 20 <br />Exhibit C - Support Services Agreement <br />Thisisadescriptionofthesoftwaresupport,maintenance,andupdate/upgradeservicestobeprovided <br />bySunRidgetotheCity(“Licensee”)aspartofaSoftwareSupportServicesAgreement(“Agreement”). <br />ThisAgreementcoversallRIMSpublicsafetysoftware(Software)licensedbytheLicensee. <br />UnderthisagreementSunRidgeagreestoprovidethefollowingservicestoLicensee: <br /> <br />1.CoverageHours.SunRidgewillprovideatollͲfreephonenumberanddedicatedemailaddress <br />forsupportpurposesduringnormalservicehours.NormalservicehoursaredefinedasMondayͲ <br />Friday,8AMͲ5PMPST,exceptforNewYear’sDay,MartinLutherKingDay,PresidentsDay, <br />MemorialDay,July4th,LaborDay,VeteransDay,ThanksgivingDay,DayafterThanksgiving,and <br />ChristmasDay(“commonholidays”). <br />However,forinstanceswheretheLicensee’ssystemiscompletelyinoperableduetoaSunRidge <br />softwareproblem(“criticalproblems”)preventingbasicsystemoperation,servicewillbe <br />available24hours,7daysaweek,commonholidaysincluded.Examplesofcriticalproblems <br />include: <br /> ͲRIMSisdown/notrespondingonmultipleworkstations <br />ͲCannotcreateacallforservice(CADIncident) <br />ͲCannotissueacasenumber <br />ͲUnabletoaccessNCIC <br />ͲOtherissuesthatwillnotallowtheusertocompletecriticaltasks <br />LicenseewillhavetakenreasonablemeasurespriortocontactingSunRidge’ssupportduring <br />nonͲservicehoursincluding: <br />ͲVerifiedthattheissueisnotrelatedtojust1workstation <br />ͲRestartedtheworkstationinquestion <br />ͲContactedinͲhouseITsupportiftheissueisrelatedtonetworkorservererrors <br />ͲVerifiedtheissueiscriticalenoughthatitcannotwaituntilnormalsupporthours <br /> <br />2.SunRidge’sResponsetoreportedproblems.SunRidgeagreestoprovideserviceandassistance <br />asexpeditiouslyaspossibleasfollows: <br />a. Mostproblemswillberesolvedwiththeinitialphonecalloremail. <br />b. Forproblemsthatcannotbeimmediatelyresolved,SunRidgewillworktoresolvethe <br />problembasedontheseverityoftheproblemandtheurgencyreportedbyLicensee. <br />     <br /><br />  Docusign Envelope ID: C74CE74A-D17D-4578-B9BC-CF7849EF0B33