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('GST <br />GeoSpatial Technologies, Inc. <br />Software Annual Maintenance Agreement <br />GeoSpatial Technologies, Inc. (hereinafter referred to as GST) shall provide maintenance and support <br />services under this Software Annual Maintenance Agreement (hereinafter referred to as Agreement) for <br />City of Santa Ana Police Department (hereinafter referred to as Customer) during the period from <br />December 16, 2012 to December 15, 2013, with options to extend for addition 4 years, upon payment of <br />the annual maintenance fee for the products listed in the section of Products Covered. <br />1. PRODUCTS COVERED <br />GST maintenance and support services are provided only for the software products listed in either <br />Purchase Contract, Purchase Order, GST Quote, or GST Invoice with the entire amount of Software <br />Annual Maintenance Fee paid in full on or before the commencement of each 12-month period. <br />II. MAINTENANCE AND SUPPORT <br />GST shall provide maintenance and support services to the End User. Maintenance and support services <br />shall include, but not limited to: <br />(a) Telephone and E-mail Support: GST will provide telephone and e-mail assistance. You must provide <br />GST with remote access through the Internet to the computers installed with GST software. By <br />calling the GST technical support number, you will reach a trained support analyst of whom you may <br />ask questions or seek advice relating to the use of GST software. The analyst will assist you in <br />utilizing your GST software, and in identifying and providing a work around, if possible, for any <br />software problems found with GST software. GST support services do not include hardware, <br />network, operating systems, or third party software. <br />Support will be provided weekdays from 9:00 a.m. to 6:00 p.m. Pacific Standard Time, excluding <br />weekends and holidays. <br />(b) Response Times: In the event that the End User experiences a critical system failure, which shall be <br />deemed to have occurred if the system is down or inoperable, meaning that the End User cannot use <br />the System and/or the System is off-line, for longer than '/2 hour, GST shall respond and look into <br />correcting the problem immediately upon receipt of a call for service and following the receipt of <br />notification and relevant documentation of the problem. For all other non-critical failures, GST shall <br />respond and attempt to correct the problem within four (4) hours upon receipt of a call for service and <br />following the receipt of notification and relevant documentation of the problem. If problems cannot <br />be resolved within four (4) hours, the problem will be automatically escalated to Application <br />Technical Lead or the VP of Product Management for resolution. After consultation between the VP <br />of Product Management and support staff, GST will provide a plan of action for resolution to the End <br />User. <br />(c) Bug-fixes and Upgrades: GST will provide bug-fixes and upgrades to the GST software when they <br />are available at no additional charge during the term of the maintenance program.