Item 09 - Agreement for Business License Tax and Fee Software Services

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Docusign Envelope ID: 69F3BA28-FBFA-4209-91 BO-400342F73326 and the three prior versions of Internet Explorer, Edge, Mozilla Firefox, Safari, and Google Chrome Internet browsers. The Services Fees shall be inclusive of the fees for maintenance. 5.1.2.Required Notice of Maintenance — Unless as otherwise agreed to by City on a case - by -case basis, Consultant shall provide no less than thirty (30) calendar day's prior written notice to City of all non -emergency maintenance to be performed on the Services, such written notice including a detailed description of all maintenance to be performed. For emergency maintenance, Consultant shall provide as much prior notice as commercially practicable to City and shall provide a detailed description of all maintenance performed no greater than one (1) calendar day following the implementation of the emergency maintenance. 5.1.3.Acceptance of Non -Emergency Maintenance — Unless as otherwise agreed to by City on a case -by -case basis, for non -emergency maintenance, and assuming City has opted into consultant full test environment option, City shall have a five (5) business day period to test any maintenance changes prior to Consultant introducing such maintenance changes into production (the "Maintenance Acceptance Period"). In the event that City rejects, for good cause, any maintenance changes during the Maintenance Acceptance Period, Consultant shall not introduce such rejected maintenance changes into production. At the end of the Maintenance Acceptance Period, if City has not rejected the maintenance changes, the maintenance changes shall be deemed to be accepted by City and Consultant shall be entitled to introduce the maintenance changes into production. 5.2. Service Levels — In the event that City encounters an error and/or malfunction whereby the software does not conform to expected behavior in accordance with the software design, the City will assign one of the following severity levels for the Consultant to render support services in a timely manner consistent with the urgency of the situation. 5.2. 1. Severity Level 1— a critical problem has been encountered such that the software is deemed inoperable and without a reasonable workaround. Consultant will respond within one (1) business hour to diagnose the problem. A response is defined as an email or call to the City's designated support contact. Consultant and City will work diligently and continuously to correct the problem within four (4) hours. 5.2.2.Severity Level 2 — a problem arose that does not prevent use of the software, but the software is not operating correctly. Consultant will diagnose the problem within 24 hours and advise City of any available temporary solution within two (2) business days. Upon Consultant's confirmation that the software is not operating correctly, Consultant will provide a software update to repair the defect and confirm with City that the update resolved the issue. 5.2.3.Severity Level 3 — a minor problem arose whereas the software is usable but could be improved by correction of a defect or addition of a usability enhancement. Consultant will assess the request within fifteen (15) business days and schedule a software update for a future release, advise the City that the request will not be implemented, or offer the option of implementing the request as a custom software enhancement at an additional cost. 5.2.4.Notification to City — In the event that the Consultant identifies an error or problem, notification will be sent to the City within one (1) business hour from the point of discovery advising the City of the Severity Level and workarounds if necessary. 1211802.2 Page 15 of 20