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AON* .^ Agreement for HdL Software anu.ervices City of Pleasanton August 24,2011 EXHIBIT D CUSTOMER SUPPORT 1. Customer Support HdL will provide customer support by telephone, email and the web as needed by the City during the term of this Agreement. In the United States, no charge support from HdL Software is available as follows: For customer support between the hours of 8:00 am and 5:00 pm Pacific time, Monday through Friday,email help@hdlcompanies.com or call HdL offices and ask for software application support. For technical support before 8:00 am or after 5:00 pm Pacific time, Monday through Friday (or anytime Saturday), email 911@hdlcompanies.com and an HdL staff member will be paged. Please only include your name, agency and contact#in emails to 911@hdlcompanies.com.You will be contacted as soon as possible. 2. Support policy regarding reports HdL provides a number of reports with the installation of the software. These reports are developed using Crystal Reports and fall into one of two categories,standard or HdL custom developed. HdL provides support on standard and HdL custom developed reports, provided that the reports have not been modified by the client or other third party. As part of support, HdL will make minor modifications to reports as needed by the City. This includes change of logo, phone#, address,signatures, and minor text edits. Other report edits and modifications requested by the City are not covered under the Software Use Fee, and will be developed on a time and material basis at the current rate. 3. Software Upgrades Except to the extent that upgrades of the software include new modules or features not previously offered as part of the software as of the date hereof, City is entitled to upgrades of the software within the terms of this Agreement. Though rare, additional costs may apply depending on the extent of the upgrade. Potential additional costs include training,consulting,configuration,or other requested services. 4. Outside Connections to HdL database HdL programs rely on the integrity of the database to operate properly. As such, it is critical that any outside connection to the database be implemented with HdL's full knowledge and participation. • Only"read only"connections will be established to the HdL database. • No modifications will be made to the HdL database,including database/table design and data content. • Any repair work necessary due to violations of the above items will not be covered by the Software Use Fee,and as such will be billable to the client on a time and material basis. The City shall contact HdL for instructions if any added functionality is required, including reading additional data or writing to the HdL database. HdL Software, LLC 7