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<br />LJAOC / The City of Santa Ana <br />Service Level Agreement <br /> <br />Updates <br /> <br />As required in their maintenance contract, KCC will provide regular program updates <br />and upgrades through a set of program patches and service packs as they become <br />available. KCC will coordinate these updates with the Node Administrator. KCC will <br />also provide updated installation programs with a revised installation disk as they <br />become necessary due to program modifications and additions. <br /> <br />Hardware and System Software Support <br />Unisys, through their subcontractor relationship with KCC, will be providing maintenance <br />and warranty support on the COPLiNK hardware, operating system and database <br />software from its operational date of July 2006 through June 30, 2010. <br /> <br />On-Site Support <br />KCC has been contracted to provide support services through June 30, 2010. Their <br />local representative, Unisys, will provide on-site services through the conclusion of the <br />extended maintenance period. In some cases, KCC personnel will also provide on-site <br />support. <br /> <br />Unisys personnel will visit the site monthly to verify operation and to provide any <br />required preventative and update maintenance. All non-emergency visits will be <br />coordinated with the Node Administrator at least 24 hours in advance. <br /> <br />KCC will provide SAPD with details and updates of space and environmental <br />requirements well in advance of needed dates. In addition, they will provide prior notice <br />of any planned action by either KCC or Unisys which will impact the COPLiNK Node. <br />This notice shall include actions involving shut-downs, restarts, System maintenance, <br />System patches, etc., along with advance notice of anyon-site visit to the COPLiNK <br />Node. <br /> <br />REIMBURSEMENT OF COSTS <br /> <br />Based upon their operating experience, the City of Santa Ana ("the City) agrees to <br />identify reasonable support costs for hosting the COPLlNK Node and related <br />infrastructure between the time this Agreement is executed and the beginning of the next <br />fiscal year. Based upon that experience, they will determine these costs on a <br />percentage basis for various administrative and support personnel, to be named, <br />established upon the total employee compensation (not to include overhead) paid by the <br />City. The ILJAOC will incorporate these costs into the JPA's July '07 fiscal year budget. <br />Beginning July 1, 2007, the City of Santa Ana will bill the ILJAOC on a quarterly basis for <br />reimbursement. Should there be any unusual costs incurred by the City between the <br />date of the execution of this Agreement and the adoption of the '07-'08 fiscal year <br />budget, those costs will be incorporated in a one-time (in arrears) reimbursement <br />effective July 1, 2007. <br /> <br />Page 12 of 13 <br />