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Technical Attributes CP Is your product offered as a hosted or on- premise solution? CivicRec is cloud -based and utilizes a transaction -based pricing model. There are no minimum requirements to run CivicRec. It's cloud -based and simply requires a reasonably modern PC with internet access. We recommend running it on a high speed internet connection. Will the City own a perpetual license to the software? Yes. During the lifetime of the contract, CivicRec will handle all server -side maintenance, backups, replication, PCI compliance, fixes, patches, and software upgrades. All maintenance, hosting, and product upgrades are included at no additional cost beyond the net transaction fee per month. Will the City own and have direct access to the database? Yes. Does your firm provide the ability to export the database for the City to archive locally? Yes. Does your product have pre -built API's for integration with other systems? Yes. Does your firm provide development, testing, and production environments? Yes. We would like to offer the City of Santa Ana the opportunity to access a CivicRec sandbox environment so the City can trial the product during the software evaluation process. The sandbox will mirror the production environment and will include all CivicRec capabilities. It's important that the City understand exactly what you're getting prior to signing up. We can also offer the assistance of a CivicRec Solution Consultant during this period to ensure you are getting the most out of the sandbox. How are updates and patched applied to the system? CivicRec currently utilizes a monthly release schedule. The City of Santa Ana can expect to receive an average of one new feature per month. We also try to release a new major module quarterly. If bugs are identified, those are "hotfixed" into production and do not await our standard release dates. What are yopur support levels and hours? CivicRec has formalized support procedures that involve the following Tiers: Tier 1: Simple usability issues and 'How do T questions Tier 2: Complex functional questions Tier 3: Technical issues During regular support hours, we try to have at least six resources available across all tiers. Staff range in experience from 1 to 5 years of supporting the CivicRec product. There is an escalation procedure that is followed by all staff from the initial reception of the issue to its successful resolution. Communication is maintained with the Client throughout the process. 38 25F -33