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('GST GeoSpatia/ Technologies, Inc. Software Annual Maintenance Agreement GeoSpatial 'T'echnologics, Inc. (hereinafter referred to as GS"t) shall provide maintenance and support services under this Software Annual Maintenance Agreement (hereinafter referred to as Agreement) for City of Santa Ana Police Ueparunent (hereinafter referred to as Customer) during the period from Au ust 3 2019_to August 2. 2020. with options to extend for additional 2 years, upon payment of the annual maintenance fee for the products listed in the section of Products Covered. PRODUCTS COVERED GS'f maintenance and support services are provided only for the software products listed in either Purchase Contract, Purchase Order, GST Quote, or GST Invoice with the entire amount of Software Annual Maintenance Pee paid in full on or before the commencement of each 12-month period. 11. MAINTENANCE AND SUPPORT GST shall provide maintenance and support services to End User. Maintenance and support services shall include, but not be limited to: (a) 'Telephone and E-mail Support: GST will provide telephone and e-mail assistance. You must provide GST with remote access through the Internet to the computers installed with GST software. By calling the GST technical support number, you will reach a trained support analyst of whom you may ask questions or seek advice relating to Tile use of GS'I' software. The analyst will assist Customer in utilizing GST software, and in identifyhrg and providing a work around, if possible, for any software problems found with GST software. GST support services do not include hardware, network, operating systems, or third party software. Support will be provided weekdays from 9:00 a.m. to 6:00 p.m. Pacific Standard Time, excluding weekends and holidays. (b) Response Times: In the event that the End User experiences a critical s stem failure which shall be deemed to have occurred if the system is down or inoperable, meaning that the End User cannot use the System and/or the System is off-line, for longer than 'F: hour, GST shall respond and look into correcting the problem immediately upon receipt of a call for service and following the receipt of notification and relevant documentation of the problem. For all other non -critical failures GST shall respond and attempt to correct the problem within four (4) hours upon receipt of a call for service and following the receipt of notification and relevant documentation of the problem. If problems cannot be resolved within four (4) hours, the problem will be automatically escalated to Application 'technical Lead or the VP of Product Management for resolution. After consultation between the VP of Product Management and support staff, GST will provide a plan of action for resolution to the End User. (c) Bug -fixes and Upgrades: GST will provide bug -fixes and upgrades to the GST software when they are available at no additional charge during the term of the software amoral maintenance program.