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<br />lWS Renewal Maintenance A!ement <br />10/5/2001 <br /> <br />2.9 <br /> <br />2.10 <br /> <br />2.11 <br /> <br />2.12 <br /> <br />2.13 <br /> <br />2.14 <br /> <br />3. <br /> <br />3.1 <br /> <br />3.2 <br /> <br />3.2.1 <br /> <br />. <br /> <br />Diagnostic Software. In order to facilitate rapid analysis of a System Failure <br />involving software, IWS will provide trained staff, at its company location, <br />capable of handling software failures in an expedient manner. In addition they <br />will have diagnostic software for the purpose of identifying the cause of System <br />Failures, temporarily patching around the problem if necessary or temporarily <br />disabling the use of the malfunctioning software module so that the System can be <br />returned to use for other activities with minimal degradation in operation. <br /> <br />Off-Site Maintenance: Any maintenance services required to be performed under <br />this Agreement which cannot, in IWS's reasonable judgment, be performed <br />effectively at or near the System site shall be performed at such other location(s) <br />as IWS may determine, at no extra cost to Customer. However, a loaned partes) <br />from IWS's warehouse may be installed into the System prior to the shipping of <br />the item(s) being removed for maintenance. <br /> <br />Log Entries: CITY, after its request, shall be provided with IWS records <br />regarding System failures, and any other malfunctions, problems, or defects in the <br />System, in accordance with a format to be provided by IWS. <br /> <br />Network Connections: Although IWS will provide some guidance and direction, <br />IWS is not responsible for resolving problems relating to networks. <br /> <br />Data Back-ups: It is the CITY's responsibility to keep adequate System data <br />back-ups. IWS is not responsible for loss of data. <br /> <br />Proprietary Information: CITY acknowledges that the database structure contains <br />IWS trade secrets and intellectual property rights, which are the property ofIWS. <br />CITY agrees that the database structure may not be copied, modified or <br />reproduced in whole or in part, for any purpose whatsoever. The database <br />structure may not be reverse engineered, de-compiled, dissembled, or otherwise <br />reverse engineered in whole or in part. <br /> <br />CUSTOMER RESPONSIBILITIES <br /> <br />General: CITY agrees to provide IWS with the contact information for their <br />System Administrator(s), and their backup(s), who generally will be available <br />during the CITY's normal Monday through Friday daytime business hours. <br />CITY acknowledges that it is important for the CITY's System Administrator to <br />take an active role in the management of the Crime Capture System and that <br />image quality and consistency are very important in general and especially <br />important with regard to any centralized repositories. <br /> <br />Periodic Routines: CITY agrees that it is the responsibility of the CITY's System <br />Administrator to perform the following tasks. <br /> <br />Periodically inspect images for quality. <br /> <br />Page 6 <br /> <br />veT 02-29-01 <br />