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SOFTWARE MAINTENANCE AGREEMENT <br />This Software Maintenance Agreement (this "Agreement") is entered into this 3~d day of March, 2008 (the <br />"Effective Date"), by and between the City of Santa Ana (the "City") and Abbey Group Consultants, Inc. <br />("Abbey Group"). <br />WHEREAS, <br />1. The City has determined that it requires continued support services relating to the Jail <br />Management computer automated system previously developed and implemented by Abbey Group for the <br />Client pursuant to that certain Primary Agreement A-2006-141, dated June 19, 2006; and <br />2. Abbey Group is qualified to provide the support services specified in this Agreement and, subject <br />to the terms and conditions set forth in this Agreement, Abbey Group desires to provide such support <br />services; <br />NOW THEREFORE, in consideration of the mutual covenants contained herein, the City and Abbey Group <br />hereby agree as follows: <br />1. Definitions <br />Capitalized terms used herein and in any exhibit hereto shall have the definitions set forth on Exhibit 1 attached <br />hereto and incorporated herein by this reference, unless otherwise defined herein. <br />2. Scope of Work <br />2.1. Basic Support. Subject to the terms and conditions set forth in this Agreement, Abbey <br />Group shall provide the following support for the Covered Applications ("Basic Support"). <br />(a) Application Errors. Abbey Group will correct any Error in any of the Covered <br />Applications discovered by the Client during the term of this Agreement, provided (a) the Client <br />provides all information regarding such Error that may be requested by Abbey Group in accordance <br />with Section 5.1 hereof [Technical Service Requests], (b) such Error is reproduced by the Client in <br />accordance with Section 5.4 hereof [Error Reproduction], and (c) the Client has provided Abbey <br />Group with remote access to the System as required under Section 5.2 hereof [Remote Access]. <br />(b) Customer Support. Abbey Group will provide toll-free telephone support for <br />routine operational and technical assistance. Support for Priority One Calls relating to Abbey <br />Group's Jail Management Systems (JCMS) software application shall be available twenty four hours <br />a day, seven days a week. Support for all other calls will be available during Abbey Group's normal <br />support hours of 8:00 a.m. to 5:30 p.m. local time (not including weekends and Abbey Group <br />holidays). <br />(c) Account Manager. Abbey Group will designate, in a written notice delivered in <br />accordance with Section 24 hereof [Notices], a single individual to act as the account manager for <br />purposes of coordinating technical support as set forth herein (the "Account Manager"). The Account <br />Manager shall ensure Abbey Group's compliance with, and shall coordinate appropriate schedules in <br />connection with, its obligations set forth herein. Abbey Group may change the individual designated <br />hereunder by providing the Client with advance written notice delivered in accordance with Section 24 <br />hereof [Notices] designating the new individual authorized to act as the Account Manager. <br />Exhibit F March 9, 2006 Page 1 <br />Master Support Agreement <br />25E-2 <br />