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<br /> <br />4.1.4. <br /> <br />Agreement between KCC Knowledge Computing (Cenada) Limited and <br />City of Santa Ana (Exhibit FJ <br />Supply Required Information <br /> <br />Supply all pertinent data and information (including Database <br />dumps, as requested). <br /> <br />Make Assistance Available <br /> <br />4.1.5. <br /> <br /> <br />4.1.6. <br /> <br />Make available such employees, or designated service providers, <br />of the Customer as KCC may reasonably request in relation to the <br />Support. <br /> <br />Report Faults in a Timely Manner <br /> <br />4.1.7. <br /> <br />Report problems or faults within such time, on such forms and <br />with such degrees of particularity as KCC may, from time to time, <br />request. The current form to report problems is as set forth in <br />ScheduleA-3. <br /> <br />Authorize Emergency Access <br /> <br />In the event of an emergency or crisis which is not the direct or <br />indirect responsibility of KCC which is not a Severity Level I or <br />severity level 2 event but which is at the specific request of the <br />Customer, provide KCC with an electronic or other access to the <br />production system for pUlposes of applying a database or data <br />corruption fix on the understanding that, except for negligence on <br />the part of KCC, KCC assumes no liability resulting from such <br />emergency or crisis access; <br /> <br />Ensure Personnel are Trained <br /> <br />4.1.8. <br /> <br />4.1.9. <br /> <br />Ensure that its personnel are fuIly trained in the uSe and operation <br />of the Product or any Custom Modifications. <br /> <br />Use in Accordance with Business Rules <br /> <br />Use the Product in accordance with the Business Rules. <br /> <br />4.2. Customer understands and agrees that all Defect corrections and <br />Technological Releases and any related Database scripts should be promptly <br />implemented in the Production System. The Customer acknowledges that its failure to so <br />implement such Defect corrections and Technological Releases may render the Product <br />unusable or non-conforming to Documentation. The Customer agrees to install and put <br />into production use (a) corrections to Defects within thirty (30) days of delivery by KCC <br />and, (b) Technological Release within such reasonable time as KCC and the Customer <br />may agree. <br /> <br />4.3. In no event shaIl the Support Services be used as a source of training or a <br />source of consulting. Misuse of the Support Services may result in direct billing, on a <br /> <br />Confidential <br /> <br />Page? <br /> <br />8/1812009 <br /> <br />City ofSllInta ^~ - E:dlibit F Copyrighl Cl2006- KCC KnowledgCl Computing (Canada) Limited <br />