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Agreement between KCC Knowledge ComputJng (Canada) tJlnited and C/ty o/Santa Ana [Exb/b/t F] of Defects KCC may respond with a written response, CD ROM or diskette, supplementary documentation, a temporary means of circumventing the problem, or other wrrectional aids. Technologlcal Release means: (a) technological improvements required to allow the Product to operate in conformance with Current Technology. Technological Releases do not include Migration Services. 2. SERVICES 2.1. The Customer shalt provide First Level Support through its own Help Desk, or that of a designee or designees as outlined in Schedule A-2 of this Agreement. 2.2. KCC shall provide Support #o the Customer by telephone, a-mail, facsimile, modem or an Internet connection (as appropriate). 2.3. KCC shall provide Technological Releases from time to tune. 2.4. in the provision of Support, KCC shall adhere to the ,following response standards and at all times shall provide Support in accordance with the highest industry standards recognizing the public interest duties and responsibilities of the Customer: 2.4•x• SEVERtTYLEVEt ONE Severity Level One Definition: The Application Package Programs are totally inoperative and the use of the Product for processing transactions or database searches is not possible. Severity Level One Response Time: KCC shall respond by telephone to the Customer within twenty-four (24) business hours of initial notification to KCC. If the initial notification was not by telephone or not during KCC business hours, this response time shall start when Support personnel receive the notification. Severity Level One Resolution Time: KCC shall provide its best commercial efforts to initiate a resolution within forty-eight (48) business hours of the initial notification. Severity Level One Resolution: KCC shall provide a program correction, program patch or a procedure for Customer to bypass or work around the error condition in order to resume operations. If a bypass procedure is utilized, KCC shall continue error correction activity, on a high priority basis, until a program correction or patch is provided. 2.4.2• SEVERITY LEVEL TWO Severity Level Twa Definition: Significant portions of the Application Package Programs are severely impaired to the extent that major functions are inoperative. Confidential pie 4 8/18/2009 City of Santa Ana - Fxhlbit F Copyright O 2006 -KCC Knowledge Computing (Canada) [united 250-8