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Part 2 <br />Software Support <br />Annual Licensed Software Support Costs (Years 2-5) $20,380/Year <br />First -Year Software Support will commence upon the City's Acceptance of the system and 30 <br />continuous days of problem -free operational use, after Acceptance, by the City. Subsequent years <br />of Software Support will follow the completion of the First Year of Software Support. <br />Annual licensed software support costs includes telephone diagnostic service available <br />during normal company business hours (7:30 a.m. — 12:00 midnight EST Monday - Friday) <br />additionally with emergency referrals from The Library Corporation's Operations Center to <br />on -call personnel, 24 hours per day, 7 days per week. All Library • Solution customers have <br />access to The Library Corporation's toll -free (800) telephone line. The Library Corporation <br />shall respond in a prompt, commercially reasonable manner within two (2) hours during the <br />support hours. Software Support also includes access to The Library Corporation's online <br />support center, which can also be accessed 24 hours per day, 7 days per week to view, <br />update, and submit support requests. Software support by the Library Corporation will <br />provide : 1)Technical assistance by telephone, modem, fax service and/or courier; <br />2)Correction of errors in Licensed Software; 3) New releases of Licensed Software modules <br />and documentation, as available, at no charge other than the Software Support cost; and 4) <br />Off -site back-up of customized source code. <br />Software Support must include such support from The Library Corporation so that the <br />licensed software operates on the hardware meeting the operating specification defined by <br />The Library Corporation. <br />2. Software support covers trouble -shooting of any Software -related problem and provision of <br />updates to the latest version of the System Software. <br />3. First -year Software support is included in Software costs. <br />4. Second -Five year Software support fees include all licensed software specified in Schedule <br />D, part 1 and 2. <br />Second -Five year software support fees also include 2 days of on -site training per year to <br />be conducted by TLC training staff at the library. <br />6. In the sixth (6th) year and each subsequent year during which the City is using the Licensed <br />Software described herein, the City will pay a support cost equal to $20,380 per year plus an <br />annual increase not to exceed more than five (5) percent per year (i.e. not to exceed <br />$21,399 for the sixth year). <br />Library Contract Page 24 of 29 <br />