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jt,OUr,ANCE NOT REQUIRED <br />WORK MAY PROCEED <br />CLERK OF COUNCIL <br />OCT 01 2019 <br />Licensor Name: <br />Identity Automation LP <br />Maintenance and Support Agreement <br />Licensor Address: <br />7102 N Sam Houston Pkwy W <br />Suite 300 <br />Houston, TX 77064 <br />10/1/19 <br />36 months <br />City of Santa Ana <br />Lcensee Address: <br />- <br />60 Civic Center Plaza <br />M-95 <br />Santa Ana, CA 92703 <br />$31,850.00 1 700 <br />Support Level: <br />Advanced for 12 months <br />with option to extend in <br />months 13-36 at $3,500 <br />per 12 months. <br />THIS AGREEMENT IS GOVERNED BY THE ATTACHED TERMS AND CONDITIONS. LICENSEE AN <br />LICENSOR ACKNOWLEDGE THAT THEY HAVE READ AND AGREE TO BE BOUND BY THE <br />ATTACHED TERMS AND CONDITIONS. IN WITNESS WHEREOF, THIS AGREEMENT HAS BEEN <br />DULY EXECUTED BY THE PARTIES HERETO, AS OF THE EFFECTIVE DATE. <br />Name: Chris H <br />Title: CFO <br />September 25 20 19 <br />Date of Signature <br />ARTICLE 1 - MAINTENANCE AND SUPPORT <br />X See Attached Page <br />Name: <br />Date of Signature <br />20 <br />N-2019-203 <br />1.1 Maintenance and Support Services. The following maintenance and support services are available to Licensee. <br />1.2 Licensor shall provide Licensee with patches, bug fixes, and updates ("to the Software during Licensee's contractual <br />period for Software and Support Services, which means that Licensor will provide all updates and new releases to Licensee <br />at no additional charge, including subsequent changes, corrections, maintenance releases, improvements, general <br />enhancements, patches, bug fixes, and updates made to the Software version as part of a progression of improvements <br />and corrections to such version. <br />1.2 Licensor shall correct errors and defects in the Software, if any, discovered by Licensee or Licensor. This Section 1.2 <br />does not include corrections for known issues and/or requested changes to Software features and functionality as such are <br />documented in Release Notes and other Licensor documentation and/or requested changes to Software features for new <br />functionality. <br />1.3 Support Services will be provided during normal business hours (8:00 am to 5:00 pm Central Time US) Monday through <br />Fridays, except Licensor holidays (i.e., New Year's, Memorial Day, 41h of July, Labor Day, Thanksgiving Day and the day <br />after Thanksgiving, Christmas Day and other federal holidays). During holiday and non -business hours, Support Services <br />will be provided for Critical issues (as defined below) at no additional charge (24 hours/day, 7 days/week). Support Services <br />are available during non -business hours for issues that are not Critical (as defined below) for additional fees at a rate of <br />$200 per hour. Said services shall require documentation and approval from Licensee. <br />1.4 Support Services requests shall be entered by Licensee in Identity Automations Support Community via email or ticket <br />posting and shall include identification of the severity level of the request. Licensee shall provide Licensor with a copy of <br />available output and other data which Licensor may reasonably request in order to diagnose and reproduce operating <br />