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MASTER SUPPORT AGREEMENT This Master Support Agreement (this "Agreement") is entered into this day of , 2006 (the "Effective Date"), by and between the City of Santa Ana (the "Client") and Abbey Group Consultants, Inc. ("Abbey Group'). WHEREAS, the Client has determined that it desires to obtain from Abbey Group certain support services relating to a computer automated system previously developed and implemented by Abbey Group for the Client; and WHEREAS, Abbey Group is qualified to provide the support services specified in this Agreement and, subject to the terms and conditions set forth in this Agreement, Abbey Group desires to provide such support services; NOW THEREFORE, in consideration of the mutual covenants contained herein, the Client and Abbey Group hereby agree as follows: Definitions Capitalized terms used herein and in any exhibit hereto shall have the definitions set forth on Exhibit 1 attached hereto and incorporated herein by this reference, unless otherwise defined herein. 2. Scope of Work 2.1. Basic Support. Subject to the terms and conditions set forth in this Agreement, Abbey Group shall provide the following support for the Covered Applications ("Basic Support"). (a) Application Errors. Abbey Group will correct any Error in any of the Covered Applications discovered by the Client during the term of this Agreement, provided (a) the Client provides all information regarding such Error that may be requested by Abbey Group in accordance with Section 5.1 hereof (technical Service Requests], (b) such Error is reproduced by the Client in accordance with Section 5.4 hereof [Error Reproduction], and (c) the Client has provided Abbey Group with remote access to the System as required under Section 5.2 hereof [Remote Access]. (b) Customer Support. Abbey Group will provide toll-free telephone support for routine operational and technical assistance. Support for Priority One Calls relating to Abbey Group's Jail Management Systems (JCMS) software application shall be available twenty four hours a day, seven days a week. Support for all other calls will be available during Abbey Group's normal support hours of 8:00 a.m. to 5:30 p.m. local time (not including weekends and Abbey Group holidays). (c) Account Manager. Abbey Group will designate, in a written notice delivered in accordance with Section 24 hereof [Notices], a single individual to act as the account manager for purposes of coordinating technical support as set forth herein (the "Account Manager'). The Account Manager shall ensure Abbey Group's compliance with, and shall coordinate appropriate schedules in connection with, its obligations set forth herein. Abbey Group may change the individual designated hereunder by providing the Client with advance written notice delivered in accordance with Section 24 hereof [Notices] designating the new individual authorized to act as the Account Manager. Exhibit F March 9, 2006 Page 1 Master Support Agreement