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 <br />City of Pleasanton - Sun Ridge Systems, Inc. Page 21 <br /> <br />භForcriticalproblems,SunRidgepersonnelwillworkwithLicenseeuntilthesituationis <br />resolved. <br />භForproblemsthatarenotcriticalproblemsthathavealesserthoughcontinuingimpact <br />onoperationsofLicensee,SunRidgewillendeavortoprovideasolutionorworkaround <br />within72hoursoftheproblembeingreportedtoSunRidgebytheLicensee. <br />භForotherproblemsSunRidgemay,atitsdiscretion,eitherissueanearterm"fixrelease" <br />oftheproductorincludethefixinthenextscheduledproductupdate. <br />3.Licenseeequipmentandsoftwareresponsibilities.LicenseeagreestoallowSunRidgeto <br />remotelyconnecttoLicensee’ssystemwhenaproblemisreported.SunRidgeusesBeyondTrust <br />remoteaccesssoftwareforsecureinstallationandfollowͲonsupportservices.BeyondTrust <br />softwareprovidessuperiorsecurityanddoessooveranordinaryinternetconnectionviaaSun <br />RidgeserverthathostsaBeyondTrustsecurityhardwaredevice. <br />IfLicenseedoesnotallowunattendedaccess,theSunRidgeresponsetoaservicerequestmaybe <br />delayeduntilaresponsiblepartyoftheLicenseeallowsaccess.Onceremoteaccessisobtained, <br />SunRidgewillexaminedatafiles,investigatereportedproblems,andprovideupdatesand <br />correctionsasnecessary. <br />4.Provisionofsoftwareupdates.SunRidgewillprovideallnewenhancedandupdatedversionsof <br />softwarelicensedtoLicenseeatnoadditionalcost.Thissoftwarewillbeprovidedwithdetailed <br />installationinstructionsforinstallationbyLicensee.Ifdesired,LicenseemayretainSunRidgeto <br />performanyinstallationatadditionalcosttobedeterminedonapercasebasis.Updatesare <br />distributedviadownloadfromtheSunRidge’sftpwebsite.SunRidgewillnotbeobligatedto <br />provideserviceforreleaseversionsthataremorethantwoannualreleaseversionsolderthan <br />thecurrentrelease. <br />5.Term.Thetermofsupportservicesshallbeoneyearshallbeannuallyrenewedforanotheryear <br />uponpaymentofinvoice.Paymentfortheyearisdueinadvancethedaytheservicesbegin.NonͲ <br />paymentofthesupportinvoicewithin60daysshallbecauseforterminatingorsuspendingthe <br />supportservicesatthediscretionofSunRidge. <br />6.Termination.Licenseemayterminatesupportserviceswithorwithoutcauseuponninety(90) <br />dayswrittennoticetoSunRidge.Ifterminated,Licenseeisentitledtoaproratedrefundforthe <br />servicedaysnotconsumedbeginningonthelastdayofthemonththewrittennoticeisreceived <br />bySunRidgetotheendoftheremainingtermoftheAgreement. <br /> <br />7.Limitations.SunRidgeagreestoprovidesupportonlyforpublicsafetyapplicationsoftware <br />providedbySunRidge.OthersoftwareusedbyLicensee(wordprocessing,spreadsheet,etc.)is <br />notincludedinthisAgreement.PCandnetworkoperatingsystemsoftwareandMicrosoftSQL <br />Serverdatabasesystemsoftwareissimilarlynotincluded,althoughSunRidgemayassistLicensee <br />inisolatingproblemstothissoftware.(SunRidgereservestherighttochargefordiagnostic <br />servicesintheeventitisdeterminedthatthereportedissueisnotattributabletoRIMS.)Also <br />     <br /><br />  Docusign Envelope ID: C74CE74A-D17D-4578-B9BC-CF7849EF0B33