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<br /> <br />Agreomont bofwoen KCC Knowlodge ComputIng (Caneda) LImIted and <br />CIty of Sant.J Ana [ExhIbit FJ <br /> <br />Sevelity Level Two Response Time: KCC shall respond by <br />telephone or electronic means to Customer within forty-eight (48) <br />business hours of initial notification to KCC. If the initial <br />notification was not by telephone or not during KCC business <br />hours, this response time shall start when Support personnel <br />receive the notification. <br /> <br />Severity Level Two Resolution Time: KCC shall provide its best <br />commercial efforts to initiate a resolution within ninety-six (96) <br />business hours of initial notification to KCC. <br /> <br />Severity Level Two Resolution: KCC will provide the Cuslomer <br />with a program correction, program patch or a procedure to bypass <br />or work around the error condition in order to continue operations. <br />If a bypass procedure is utilized, KCC shall continue error <br />correction activity until a program correction or program patch is <br />provided. <br /> <br />2.4.3. <br /> <br />SEVERITY LEVEL THREE <br /> <br />Severity Level Three Definition: The Application Package <br />Programs are impaired to the extent that some non-critical <br />functions are not operating. <br /> <br />Severity Level Three Response Time: KCC shall respond by <br />telephone to Customer within seventy-two (72) business hours of <br />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 the notification is received by Support personnel. <br /> <br />Severity Level Three Resolution Time: KCC shall provide its best <br />commercial efforts to initiate a resolution as soon as possible. In <br />some cases, a resolution may be delivered as part of a <br />technological update or release. <br /> <br />Severity Level Three Resolution: KCC shall provide <br />Technological Releases in the form of CD-ROM, diskette or <br />electronic file transfer. <br /> <br />2.5. KCC shall endeavor to assist with all inquiries made to Support personnel. <br />However, if the inquiry is not related to a problem with the Product, KCC shall be <br />entitled to charge the Customer on a time and materials basis at the rates set forth in <br />Schedule B (hereinafter "T&M''). In all circumstances, KCC shall advise the Customer <br />in advance and shall receive prior approval from the Customer prior to charging for T &M <br />on any malter. <br /> <br />Confidential <br /> <br />Psge S <br /> <br />811812009 <br /> <br />City ofSanla Ana - Exhibit F Copyright 02006- KCC Knowtedie Computing (Canada) Umlled <br />