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1.5. Technical support provided pursuant these maintenance provisions shall be performed in a professional <br />and workmanlike manner. Azteca Systems will use commercially reasonable efforts to provide corrections to a <br />technical issue or provide a workaround, but Azteca Systems cannot guarantee that all technical issues can be <br />fixed or resolved. <br />1.6. Authorized Callers. Licensee may designate a limited number of authorized callers per software <br />product listed in Addendum 1. Licensee may replace Authorized Callers at any time by notifying Azteca <br />Systems Support services. Authorized callers may be designated in this Addendum #2 or by email. Azteca may <br />limit the total number of authorized callers as may be reasonably necessary and may request an updated list of <br />authorized callers. <br />1.7. Cityworks Online Support and Customer Portal. Azteca has created a self-help support website <br />center for Authorized Callers to submit technical issues, chat with technical specialists, track technical support <br />incidents through the'MyCityworks' portal, and view technical articles, updated product documentation, blogs, <br />links to forums, and technology announcements. The support and care website can be found at <br />httpJ/wivw.mycityworks.com. <br />2. PROCEDURES FOR ACCESSING SUPPORT: <br />2.1. All problem categories from routine, non-critical and critical that occur during normal business hours <br />shall procedurally occur as follows: 1) Licensee's system administration staff as first line of support, and then 2) <br />Azteca Systems staff as the second line of support. Azteca Systems will make all reasonable efforts to <br />acknowledge all requests for support during normal business hours within 4 hours. <br />2.2. Prior to calling Azteca Systems for support services, the Licensee will first attempt to isolate any <br />problems that occur within the Licensee's System. The Licensee will try to reduce the problem down to a <br />specific software or system component. If it is determined that the problem is The Cityworks Software <br />component, Licensee will first try and resolve the problem without Azteca Systems' involvement. If Licensee <br />cannot resolve the problem or isolate the problem, Licensee may contact Azteea Systems via telephone, chat, or <br />self-service portal. In each case, Cityworks technical support will log the information and provide, an answer to <br />the question, a resolution to the problem, or submit a verified bug to the development group. Any support <br />request that is not quickly resolved will be assigned to a technical support representative. Phone calls and chat <br />requests are accepted during normal business hours as outlined on the Contact Support page of <br />MyCityworks.com. Voicemails and requests submitted via the self-service portal outside of the posted business <br />hours will be responded to on a first come, first served basis the next business day. <br />2.3. For critical problems that occur outside of Azteca Systems' normal business hours (8 AM to 5 PM, <br />Mountain Time) and cannot be isolated and resolved by the Licensee, Azteea Systems will provide an after- <br />hours phone number or pager number that will forward the call to the currently assigned Azteca Systems <br />support representative. Azteca Systems will make all reasonable efforts to acknowledge and respond to the <br />request for support for critical problems that occur outside of normal business hours within 4 hours of receipt of <br />the call from a designated and authorized Licensee representative. Critical problems are defined as problems <br />that cause several users to be unable to perform their duties. For routine and non-critical problems Licensee <br />will submit support requests during normal business hours as outline in 2.2 above. <br />2.4. After a Technical Support Incident is logged, Azteca Systems will use commercially reasonable efforts <br />to provide corrections to a technical issue or provide a work around. While it is Azteca's goal to provide an <br />acceptable solution to technical issues, Azteca cannot guarantee that all technical issues can be fixed or <br />resolved. <br />2.5. Azteca will use all reasonable efforts to utilize remote support -type services. However, in the event <br />Licensee and Azteca Systems agree it becomes necessary for Azteca Systems to be on-site to provide support <br />for the Covered Software, the parties by mutual negotiation, shall develop a separate agreement that will govern <br />the terms and conditions for any on-site work or services. <br />Standard License& Maintenance Agreement Page 12 of 14 10116 ed. <br />25K-64 <br />