25H - PURCHASE OF THE CRIME MAPPING ANALYSIS SOFTWARE

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EXHIBIT D (~_' VJ l GeoSpatia/ Technologies, lnc. Software Annual Maintenance Agreement GeoSpatial Technologies, Inc. (hereinafter referred to as GST) shall provide maintenance and support services under this Software Annual Maintenance Agreement {hereinafter referred to as Agreement) for City of Santa Ana Police Department (hereinafter referred to as Customer} during tl~e period approximately .2009 through , 20_, with options to extend for addition 4 years, upon payment of the amiual maintenance fee for the products listed hi the Purchase Contract. I. PRODUCTS COVERED GST maintenance and support services are provided only for the software products listed in the Purchase Contract or Pwchase Order with the entire amount of Software Amuial Maintenance Fee paid in full on or before the commencement of each 12-month period. II, MAINTENANCE AND SUPPORT GST shall provide maintenance and support services to the End User. Maintenance and support services shall include, but not limited to: (a) Telephone and E-mail Support: GST will provide telephone and a-mail assistance. You must provide GST with remote access through the Internet to the computers installed with GST software. By calling the GST technical support member, you will reach a trained support analyst of whom you may ask questions or seek advice relating to the use of GST software. The analyst will assist you in utilizing your GST software, and in identifying and providing a work around, if possible, for any software problems found with GST software. GST support services do not include hardware, network, operating systems, ar third party software. Support tivill be provided weekdays from 9:00 a.m. to G:00 p.m. Pacific Standard Time, excluding weekends and holidays. (b} Response Times: In the event that the End User experiences a critical system failure, which shall be deemed to have occurred if the system is down or inoperable, meaning that the End User cannot use the System and/or the System is off-line, for Ionger than''/s hour, GST shall respond and look into correcting the problem immediately upon receipt of a call for service and following the receipt of notification and relevant documentation of the problem. For all other non-critical failures, GST shall respond and attempt to correct the pibblem within four (4) hours upon receipt of a call for service and following the receipt of notification and relevant documentation of the problem. If problems cannot be resolved within four (4) hours, the problem will be automatically escalated to Application Technical Lead or the VP of Product Management for resolution. After consultation between the VP of Product Management and support staff, GST will provide a plan of action for resolution to the End User. (c) Bug-fixes and Upgrades: GST ~vili provide bug-fixes and upgrades to the GST software when they are available at no additional charge during the term of the maintenance program. Customer name 25H-21