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Level Four A Severity 4 Incident is one that has low to minimal impact. This involves system <br />enhancements, upgrades and minor problems not impacting production. <br />Resolution is deferred and is to be addressed when time allows. <br />3.5. Basic Maintenance Obligations. ATIMS shall diligently strive to both eliminate any <br />deficiencies in the Software and also to continually improve the functionality and utility of the <br />Software. A deficiency is defined as an error in program logic, calculation or processing, <br />difficulties in error handling, user interface errors and hardware interface errors that prohibit the <br />software from functioning as needed. ATIMS shall provide the Support Services described <br />above. <br />3.6. Technical Support. ATIMS shall furnish the CITY with a Technical Support Report upon <br />completion of each response by such support staff as described in Section 3.5 and upon <br />resolution of each inquiry under Section 3.4. ATIMS shall maintain a log for these Reports to <br />reside. The Report shall include, as a minimum, the following: <br />a. Date and time notified. <br />b. Date and time of arrival or inquiry response; <br />c. Time spent for resolution of Deficiencies. <br />d. Description of Deficiency; and <br />e. Description of Deficiency resolution. <br />3.7. Updates and Enhancements. ATIMS shall provide the CITY with all Updates, <br />Enhancements and associated Documentation that are provided as general releases or new <br />releases to the Software regardless of any operating system or hardware platform support <br />changes, including changes to minimum systems requirements of the server or CITY <br />environments. Such Documentation shall be adequate to inform CITY of the pre- existing <br />problems resolved by the new release and any significant new features included in the release <br />that are known by ATIMS. In addition, ATIMS shall produce such Software Enhancements as <br />the CITY requests in a commercially reasonable time and form at an additional charge in <br />accordance with the Maintenance Fee description in Section 5, Fees and Invoices. <br />Enhancements to correct any Deficiency shall be provided to the CITY at no additional cost, <br />provided a support agreement is in force. <br />3.8. Personnel and Services. ATIMS shall maintain adequate personnel to provide the Support <br />Services. ATIMS personnel shall be qualified to render the Support Services. ATIMS shall <br />perform all Services required pursuant to this Agreement in a professional manner, with high <br />quality, and ATIMS shall give highest priority to the performance of the Services. <br />