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<br />EXHIBIT C <br />STANDARD SOFTWARE MAINTENANCE AGREEMENT <br /> <br />This Standard Software Maintenance Agreement (SSMA) between New World Systems Corporation (New <br />World) and City of Pleasanton, California (Customer) sets forth the standard software maintenance support <br />services provided by New World. <br /> <br />1. Warrantv Period and Service Period <br /> <br />The warranty period shall begin on \he delivery date of the Licensed Standard Software and end on 07/03/07. <br /> <br />This SSMA shall remain in effect for a period of five (5) years beginning on 07/04/2007 (the start date) and ending <br />on the same calendar date five (5) years after the start date. <br /> <br />2. Services Included <br /> <br />The following services or fealures are available under this SSMA: <br /> <br />a) upgrades, including new releases, to the Licensed Standard Software (prior releases of Licensed <br />Standard Software applicalion packages are supported no longer lhan nine (9) months after a new <br />release is announced by New World); <br /> <br />b) temporary fixes to Licensed Standard Software (see paragraph 6 below); <br /> <br />c) revisions to Licensed Documentation; <br /> <br />d) reasonable telephone support for Licensed Standard Software on Monday through Friday from <br />8:00 a.m. 10 8:00 p.m. (Eastern Time Zone); and <br /> <br />e) invitation to and participation in user group meetings. <br /> <br />f) Emergency 24-hour per day telephone support, for all Aegis applications, seven (7) days per week <br />for Licensed Standard Software. Normal service is available from 8:00 a.m. to 8:00 p.m. (Eastern <br />Time Zone). After 8:00 p.m., the Aegis phone support will be provided via beeper and a New <br />World support representative will respond to selVice calls within 30 minutes of call initiation. <br /> <br />Items a, b, and c above will be distributed to Customer on magnetic media or other means, as appropriate. After <br />installation, Customer shall return any magnetic media to New World. <br /> <br />Additional support services are available as requesled by Customer using the then-currenl hourly rates or applicable <br />fees. Exhibit B has a description of support services available. <br /> <br />3. Maintenance for Modified Licensed Standard Software and Customer Software <br /> <br />Customer is advised that if it requests or makes changes or modifications to the Licensed Standard Software, <br />these changes or modifications (no matter who makes them) make the modified Licensed Standard Software <br />more difficult to maintain. If New World agrees to provide maintenance support for Custom Software or <br />Licensed Standard Software modified at Customer's request, or for prior releases of New World's software, then <br />the additional New World maintenance or support services provided shall be billed at the then-current Exhibit B <br />hourly fees plus reasonable expense. <br /> <br />Agreement 041006 final.doc <br /> <br />CONFIDENTIAL <br />Page 20 of 57 <br /> <br />City of Pleasanton, CA <br />