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(GST <br />(c) Bug-fixes and Upgrades: GST will provide bug-fixes and upgrades to the GST software when they <br />are available at no additional charge during the term of the maintenance program. <br />(d) Corrective Maintenance: GST will provide corrections to the supported software using Internet <br />connections, provided you have ahigh-speed Internet connection on your system allowing GST <br />remote access, during standard support hours. <br />(e) GST Training: The End User under software annual maintenance program receives 50% discounts for <br />all training programs held at GST's facility. <br />(f) Software Customization and Enhancement: The End User under the software annual maintenance <br />program receives a 20% discount for any software customization services. End User requested <br />enhancements or modifications of GST software are not included in the support plan price. GST <br />agrees to review requests from the End User and to provide a quote for the requested enhancement <br />based on time and cost anticipated. <br />(g) Excluded Service: The maintenance and support described herein does not include the correction of <br />software failures due to causes beyond the control of GST and occurring without the fault or <br />negligence of GST such as, but not limited to acts of God, catastrophe, fault, or negligence of the End <br />User, operator error, manipulation of the object or source code (unless approved by GST in writing <br />prior to such manipulation), improper use or misuse of the system or any part thereof. Any such <br />excluded service, whether on-site or off-site, will be provided at the request of the End User at GST <br />per call rates and terms then in effect. <br />(h) Support of Old Software: Users are required to install all updated software and any bug fixes in a <br />timely manner, including operating system software. If you fail to keep your system current, GST <br />may no longer support your system. GST will support old releases of a product for two years after <br />new releases become available. For subsequent years after new releases becomes available, if <br />requested by End User, GST may continue to support such old releases for an annual increase in <br />support fee of 40%. <br />(i) Lapsed Support: If the End User intends to renew maintenance after the previous maintenance <br />program has expired for over two (2) months, a supplemental fee of 50% of the annual maintenance <br />shall be due GST for the first year of maintenance following your need for maintenance again, in <br />addition to the maintenance fee already due herein. <br />(k) On-site support: On-site support is not covered by the standard software maintenance support. Per <br />End User's request, GST will provide on-site support if GST determines that such support is required <br />to resolve the reported problem. In this case, GST will dispatch one or more members of its support <br />staff to your site who will attempt to recreate and resolve [he problem(s) reported. During this time it <br />is expected that members of your staff will be available to answer questions and provide information <br />regarding your system, if required. On-site support will be charged at $55 aer hour with a <br />minimum of two (21 hours, plus travel and per diem for GST staff sent on-site. <br />Santa Ana Police Department <br />