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Agreement between KCC Knowledge Computing (Canada) Urn/ted and City of Santa Ana [Exhibit F] conversion, screens and matching algorithms) exclusively for the Customer, as listed in Schedule A -1 (Section 17). Notwithstanding the above, any Custom Modification shall be approved in advance by the Customer. Any modification which is made for the purpose of maintaining the operability of the application package shall not be to the account of the Customer and only those modifications which are requested by and approved by the Customer shall be paid for by the Customer. Current Technology means the version of application utilized by KCC in its latest Product and Technological Release. Database means the Oracle® or Microsofine Programs (as the case may be) licensed to Customer by Oracle® or Microsoft® for the purpose of using the Product. Defect means a failure of the application to perform the designed functionality caused by an error in the application. Deliverables means the items specified in the Statement of Work to be provided by KCC including the Application Package Programs, Services, and Custom Services. Delivery Platform means a secondary computer environment that will functionally reflect the Production System and contain, at a minimum, a representative sample of current data and whereupon KCC shall install all Technological Releases, associated patches and Defect corrections; and which will be used by Customer for acceptance validation and regression testing (as appropriate) prior to promotion to the Production System. Documentation means user manuals, reference guides, training materials, release notes, on -line help and other materials in printed or electronic form, which facilitate use of the Product or Custom Modifications. First Level Support means providing first -Iine help services to end users of KCC software applications to determine whether reported issues relate to KCC software or third party hardware or applications not covered under the scope of this Agreement. Go Live means start up of production use of the Product. Migration Services means the services required (including, but not limited to, data conversion, installation, project management, training) by Customer to give full effect to any Technological Release provided hereunder. Production System means the computer operating system(s) and Application Package Programs used by Customer in the live processing of its data. Rules has the meaning ascribed to it in §10.2. Specification means the statement of requirements to be satisfied by a product or service as noted in the Statement of Work. The Specification leads to the Acceptance Criteria, to be met during the Acceptance Testing during the Acceptance Period. Support means: (a) responding to inquiries concerning a reported Defect(s) in the Product; and (b) correction to problems diagnosed as Defects in the currently supported version of the Product or as updated through the term of this Agreement. In the resolution Confidential Page 3 8/18/2009 City of Santa Ma — Exhibit F Copyright O 2006 — KCC Knowledge Computing (Canada) limited 250 -7