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Exhibit A - Provision of Technical Support Services While the annual maintenance agreement is in -effect, CI Technologies will provide technical support to Customer as follows: Availability: Via our 1-800 number and personal cell phones during normal working hours. Also, e-mail for lower priority issues. We typically make ourselves available after working hours if a high priority problem is pending. Two hours is our typical response time to medium and high priority calls. We typically respond to call or e-mails related to training or usage issues within 24 hours. The following escalation procedures will be employed to insure an appropriate response to any interruption of service in order to minimize downtime. Problems are addressed quickly during the hours of 8:OOam and 6:00pm EST Monday through Friday excluding Holidays and weekends. General problem reporting and resolution procedures When a problem is encountered during regular business hours, the following steps will be preformed: Customer users will ideally first contact the IAPro designated coordinator of Customer. This will probably be a person in either the IA or IT areas who is most familiar with IAPro. (Please note: Users are also welcome to call CI Technologies directly, but Including the IAPro designated coordinator in problem resolution is desired.) If the problem seems to require assistance from CI Technologies, they will be contacted at this point. Otherwise, the Customer IAPro designated coordinator will attempt to correct the problems. The IAPro designated coordinator will verify network connects, resolve printer problems and any desktop issues associated with using IAPro. If internal City resources are unable to determine the cause of the failure, the IAPro designated coordinator will contact CI Technologies. CI technologies will be notified through E-Mail and via phone. CI Technologies resources will work with the Customer to diagnose the problem. After investigating the issue, CI Technologies and the Customer will jointly categorize the problem into: Type of Problem Ownership Server Hardware Problem IT Deskto Hardware Problem IT Network Communication IT Isolated Workstation Issue IT Database Performancelstora e CI Technolo ies Application or software related CI Technolo ies Problem Definition and Priority: The following table provides a list of the types of problems that can be experienced. CI Technologies is responsible for (but not limited to): 10