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Schedule A <br />TECHNICAL SUPPORT <br />This Schedule describes the terms and conditions relating to technical support that TriTech will <br />provide to Client during the Term of the Agreement, <br />Product Updates: <br />From time to time TriTech may develop permanent fixes or solutions to known problems or bugs <br />in the Software and incorporate them in a formal. "Update" to the Software. If Client is receiving <br />technical support from TriTech on the general release date for an Update, TriTech will provide the <br />Client with the Update and related Documentation, <br />Technical Support Services: <br />Telephone Assistance. Client will be given the telephone number for TriTech's support line and <br />will be entitled to contact the support line during normal operating homy, (between 7:30am and <br />7:30pm Central Time) on regular business days, excluding TriTech holidays, to consult with <br />TriTech technical support staff concerning problem resolution, bug reporting, documentation <br />clarification, and general technical guidance. Assistance may include remote connectivity, modern, <br />or electronic bulletin board. <br />Critical Priority Telephone Assistance after Normal Customer Service Hours. After Normal <br />TriTech Customer Service Hours, emergency support for TriTBCI1.CDm IQ will be answered by our <br />emergency paging service. When connected to the service, the Client shall provide his or her <br />natrie, organization name, call -back number where the Customer Service Representative may reach <br />the calling party, and a brief description of the problem (including, if applicable, the information <br />that causes the issue to be a Critical Priority Problem). <br />Website Support. Online support is available 24 hours per day, offering Client the ability to <br />resolve its own problems with access to TriTech's most current information. Client will need to <br />enter its designated user name and password to gain access to the technical support areas on <br />TriTech's websitc. TriTech's technical support areas allow Client to: (i) search an up -to -date <br />knowledge base of technical support information, technical tips, and featured functions; and (ii) <br />access answers to frequently asked questions (FAQ). <br />Software Problem Reporting. Client may submit requests to TriTech identifying potential <br />problems in the Software. Requests should be in writing and directed to TriTech by e -mail, FAX, <br />or through TriTech's Support website. TriTech retains the right to determine in its sole discretion <br />the final disposition of all requests, and will inform Client of the disposition of each request. If <br />TriTech decides in its sole judgment to act upon a request, it will do so by providing a bug fix as <br />described above. <br />Santa Ana System Purchase and Support Agreement — Addendum F <br />Copyright © 2015 TriTech Software Systems <br />Unpublished: Rights reserved under the copyright laws of the United Statos <br />Page 12 of 20 <br />25B -180 <br />