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<br />Agreement between KCC Knowledge Computing (Clmede) Limited end <br />City 0' Sente Ane {Exhibit F] <br /> <br />of Defects KCC may respond with a written response, CD ROM or diskette, <br />supplementary documentation, a temporary means of circumventing the problem, or other <br />correctional aids. <br /> <br />Technologieal Release means: (a) technological improvements required to allow the <br />Product to operate in confonnance with Current Technology. Technological Releases do <br />not include Migration Services. <br /> <br />2. SERVICES <br /> <br />2.1. The Customer shall provide First Level Support through its own Help Desk, <br />or that of a designee or designees as outlined in Schedule A-2 ofthis Agreement. <br /> <br />2.2. KCC shall provide Support to the Customer by telephone, e-mail, facsimile, <br />modem or an Internet connection (as appropriate). <br /> <br />2.3. KCC shall provide Technological Releases from time to time. <br /> <br />2.4. In the provision of Support, KCC shall adhere to the following response <br />standards and at all times shall provide Support in accordance with the highest industry <br />standards recognizing the public interest duties and responsibilities of the Customer: <br /> <br />2.4.J. <br /> <br />SEVERITY LEVEL ONE <br /> <br />Severity Level One Definition: The Application Package Programs <br />are totally inoperative and the use of the Product for processing <br />transactions or database searches is not possible. <br /> <br />Severity Level One Response Time: KCC shall respond by <br />telephone to the Customer within twenty-four (24) business hours <br />of initial notification to KCC. If the initial notification was not by <br />telephone or not during KCC business hours, this response time <br />shall start when Support personnel receive the notification. <br /> <br />Severity Level One Resolution Time: KCC shall provide its best <br />commercial efforts to initiate a resolution within forty-eight (48) <br />business hours of the initial notification. <br /> <br />2.4.2. <br /> <br />Severity Level One Resolution: KCC shall provide a program <br />correction, program patch or a procedure for Customer to bypass <br />or work around the error condition in order to resume operations. <br />If a bypass procedure is utilized, KCC shall continue error <br />correction activity, on a high priority basis, unlil a program <br />correction or patch is provided. <br /> <br />SEVERITY LEVEL TWO <br /> <br />Severily Level Two Definition: Significant portions of the <br />Application Package Programs are severely impaired to the extent <br />that major timctions are inoperative. <br /> <br />Confidential <br /> <br />Page 4 <br /> <br />SII8I20G9 <br /> <br />City of San I! Ana - Exhibit F Copyrighl 0 2006 - KCC Knowlcd&e Compulini(Canada) Limiled <br />