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MILLER MENDEL, INC. PROPRIETARY AND CONFIDENTIAL EXHIBIT B TO MILLER MENDEL, INC. (MMI) MASTER SOFTWARE LICENSE AND SERVICES AGREEMENT ("AGREEMENT") SERVICE LEVEL AGREEMENT 1. Goals & Objectives. The purpose of this Service Level Agreement ("SLA") is to ensure that the proper elements and commitments are in place to provide consistent IT service support and delivery to the Client by MMI regarding Client's access and use of the eSOPH System. The goal of this SLA is to obtain mutual agreement for service provision between the Client and MML The objectives of this SLA are to: • Provide clear reference to service ownership, accountability, roles and/or responsibilities; • Present a clear, concise and measurable description of service provision to Client; and • Match perceptions of expected service provision with actual service support & delivery. All capitalized terms used but not defined herein shall have the meanings ascribed to them in the Agreement. 2. Service Agreement. The following detailed service parameters are the responsibility of MMI and Client in the ongoing support of this SLA. 2.1 Service Scope. • Telephone support • Email support • Remote assistance, when and where available • Planned or Emergency Onsite assistance • Scheduled System maintenance periods • eSOPH System monitoring • Notifications • Response times 2.2 Client's responsibilities and requirements in support of this SLA include: • Payment for all support costs at any agreed rate and interval in accordance with an effective "License Period, Pricing, and Other Client Specific Terms" form (Exhibit A); • Reasonable availability of Client representative(s) when resolving a service related incident or request; and • Using compatible hardware and software, and updating hardware, software and related settings as needed to ensure ongoing compatibility. • Agency Admin Users are to act as the first line of support to troubleshoot any eSOPH issues from Applicants and Authorized Users. Only when the Agency Admin Users cannot resolve the reported issue will the Applicant or Authorized User be referred to MMI for assistance. 2.3 MMI's responsibilities and requirements in support of this SLA include: • Meeting response times associated with service related incidents; • Appropriate notifications to Client for any unplanned service outage; and MASTER SOFTWARE LICENSE & SERVICES AGREEMENT PAGE 14 OF 17 Version: August 27, 2015 — Santa Ana PD Only