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<br />D. System Outage Detection & Notification <br />1. Rattle Tech LLC shall monitor the system for any service interruptions and will <br />detect outages proactively. <br />2. In the event of a service outage, Rattle Tech LLC will notify the City by email or <br />text message within 30 minutes of detection. <br />3. The notification will include the nature of the issue, any available details <br />regarding the outage, and an estimated resolution time. If a resolution time is <br />not immediately available, Rattle Tech LLC will provide regular updates to the <br />Customer. <br />E. Maintenance Services. During the term of this Agreement, Rattle Tech LLC will <br />maintain the Covered Software by providing software updates as necessary to City. <br />Updates will be provided on an as-ready basis and include the items listed below: <br />1. Bug fixes. <br />2. Make updates and customization based on the request from the City. <br />(a) Updates do not include: extensions for different hardware platforms <br />(b) extensions for different operating system platforms <br /> <br />F. Service Credits. In the event that the Service Rattle Tech LLC fails to meet any of <br />the Service Level Commitments, the Service Rattle Tech LLC shall credit the <br />Customer's account with a fair and reasonable amount of professional services hours. <br />The amount of such credit shall be determined by mutual agreement between Rattle <br />Tech and the City, taking into account the severity and duration of the service <br />interruption or performance degradation. <br />G. Exclusions: The Service Rattle Tech LLC shall not be liable for any failure or delay in <br />performance to the extent caused by events beyond its reasonable control, including, <br />but not limited to, acts of God, acts of government, fire, flood, strikes, labor disputes, <br />riots, wars, terrorism, or other similar events. <br />