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TriTech Service Commitment <br />Provided that the City remains current on payment of its Subscription fees and provides equipment and <br />remote connectivity that meet Consultant's recommended specifications, Consultant shall: <br />• Maintain the Subscription Services hosting infrastructure which includes OS updates, <br />third party software updates, and hardware upgrades. <br />• Provide product version updates within thirty (30) days of general availability for Cloud <br />operations. <br />• Perform daily backups of application files. <br />• Perform multiple daily database backups. <br />Exclusions from Technical Suonort Services: <br />Consultant shall have no support obligations with respect to any third party hardware or software product <br />("Nonqualified Product"), If Consultant provides support services for a problem caused by a Nonqualified <br />Product, or if Consultant's service efforts are increased as a result of a Nonqualified Product, Consultant <br />will charge time and materials for extra service at its current published rates for custom software services. <br />If, in Consultant's opinion, performance of technical support is made more difficult or impaired because of <br />a Nonqualified Product, Consultant shall so notify the City, and the City will immediately remove the <br />Nonqualified Product at its own risk and expense during any efforts to render technical support under this <br />Agreement. The City shall be solely responsible for the compatibility and functioning of Nonqualified <br />Products with the Software. <br />City Responsibilities: <br />In connection with Consultant's provision of technical support as described herein, the City acknowledges <br />that the City has the responsibility to do each of the following: <br />1) Provide hardware, operating system and browser software that meets Consultant's technical <br />specifications, as well as a fast, stable, high speed connection and remote connectivity. <br />2) Maintain the designated computer system and associated peripheral equipment in good working <br />order in accordance with the manufacturers' specifications, and ensure that any problems <br />reported to Consultant are not due to hardware malfunction; <br />3) Maintain the designated computer system at the latest code revision level deemed necessary by <br />Consultant for proper operation of the Software; <br />4) Supply Consultant with access to and use of all information and facilities determined to be <br />necessary by Consultant to render the technical support described herein; <br />5) Perform any test or procedures recommended by Consultant for the purpose of identifying and/or <br />resolving any problems; <br />6) At all times follow routine operator procedures as specified in the Documentation or any policies <br />of Consultant posted on the Consultant website; <br />7) Other than Consultant's confidentiality obligations with respect to the City Information as set forth <br />in Section VII of this Agreement, The City shall remain solely responsible at all times for the <br />safeguarding of the City's proprietary, confidential, and classified information; and <br />8) Ensure that the designated computer system is isolated from any process links or anything else <br />that could cause harm before requesting or receiving remote support assistance. <br />