TRITECH SOFTWARE SYSTEMS, INC.- 2016

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FOR SUBSCRIPTION BASED SOFTWARE Product Updates: From time to time Consultant may develop permanent fixes or solutions to known problems or bugs in the Software and incorporate them in a formal "Update" to the Software. If the City is receiving technical support from Consultant on the general release date for an Update, Consultant will provide the City with the Update and related Documentation. Technical Support Services: Telephone Assistance. The City will be given the telephone number for Consultant's support line and will be entitled to contact the support line during normal operating hours, (between 7:30am and 7:30pm Central Time) on regular business days, excluding Consultant holidays, to consult with Consultant technical support staff concerning problem resolution, bug reporting, documentation clarification, and general technical guidance. Assistance may include remote connectivity, modem, or electronic bulletin board. Critical Priority Telephone Assistance after Normal Customer Service Hours. After Normal Consultant Customer Service Hours, emergency support for IQ applications will be answered by our emergency paging service. When connected to the service, the City shall provide his or her name, organization name, call-back number where the Customer Service Representative may reach the calling party, and a brief description of the problem (including, if applicable, the information that causes the issue to be a Critical Priority Problem). Website Support. Online support is available 24 hours per day, offering the City the ability to resolve its own problems with access to Consultant's most current information. The City will need to enter its designated user name and password to gain access to the technical support areas on Consultant's website. Consultant's technical support areas allow the City to: (i) search an up-to-date knowledge base of technical support information, technical tips, and featured functions; and (ii) access answers to frequently asked questions (FAQ). Software Problem Reporting. The City may submit requests to Consultant identifying potential problems in the Software. Requests should be in writing and directed to Consultant by e-mail, FAX, or through Consultant's Support website. Consultant retains the right to determine in its sole discretion the final disposition of all requests, and will inform of the disposition of each request. If Consultant decides in its sole judgment to act upon a request, it will do so by providing a bug fix as described above. Scheduled Maintenance. IQ applications may be unavailable periodically for system maintenance. Regular system maintenance includes installation of the IQ Updates, operating system updates/patches and updates to other third party applications as needed. The City will be notified of maintenance periods via an email message.