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City of Pleasanton - Sun Ridge Systems, Inc.Page 20 <br />Exhibit C - Support Services Agreement <br />This is a description of the software support, maintenance, and update/upgrade services to be provided <br />by Sun Ridge to the City (“Licensee”) as part of a Software Support Services Agreement (“Agreement”). <br />This Agreement covers all RIMS public safety software (Software) licensed by the Licensee. <br />Under this agreement Sun Ridge agrees to provide the following services to Licensee: <br />1.Coverage Hours. Sun Ridge will provide a toll-free phone number and dedicated email address <br />for support purposes during normal service hours. Normal service hours are defined as Monday- <br />Friday, 8AM-5PM PST, except for New Year’s Day, Martin Luther King Day, Presidents Day, <br />Memorial Day, July 4th, Labor Day, Veterans Day, Thanksgiving Day, Day after Thanksgiving, and <br />Christmas Day (“common holidays”). <br />However, for instances where the Licensee’s system is completely inoperable due to a Sun Ridge <br />software problem (“critical problems”) preventing basic system operation, service will be <br />available 24 hours, 7 days a week, common holidays included. Examples of critical problems <br />include: <br />- RIMS is down/not responding on multiple workstations <br />- Cannot create a call for service (CAD Incident) <br />- Cannot issue a case number <br />- Unable to access NCIC <br />- Other issues that will not allow the user to complete critical tasks <br />Licensee will have taken reasonable measures prior to contacting Sun Ridge’s support during <br />non-service hours including: <br />- Verified that the issue is not related to just 1 workstation <br />- Restarted the workstation in question <br />- Contacted in-house IT support if the issue is related to network or server errors <br />- Verified the issue is critical enough that it cannot wait until normal support hours <br />2.Sun Ridge’s Response to reported problems. Sun Ridge agrees to provide service and assistance <br />as expeditiously as possible as follows: <br />a. Most problems will be resolved with the initial phone call or email. <br />b. For problems that cannot be immediately resolved, Sun Ridge will work to resolve the <br />problem based on the severity of the problem and the urgency reported by Licensee. <br />Page 191 of 270