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ADDENDUM #2 STANDARD MAINTENANCE AND SUPPORT Standard Maintenance and Support Addendum provisions are between the Licensee and Aztecs, Systems, LLC, Maintenance and Support are provided subject to the terms and conditions of the signed License Agreement and which is incorporated by reference. 1. MAINTENANCE & SUPPORT: Aztecs Systems will provide maintenance and support services to Licensee for qualifying Products during the applicable Term for such Products provided the applicable license fees have been paid for the times and periods and amounts specified in Addendum #1. Maintenance and Support Services consist of the following benefits: Technical support, new version software, service packs, software upgrades, and software updates. 1.1. Aztecs Systems will ensure upward compatibility for the Covered Software applications within a reasonable timeframe for minor EsriliD ArcGIS and Cityworks supported database revisions. Aztecs Systems will not ensure upward compatibility for Covered Software Applications when there arc major Earl ArcGls revisions (for example, from rev I O.x to rev I Lx), however Azteca Systems will make all reasonable efforts to provide upward compatibility. 1.2. Aztecs Systems shall, without additional charge (except as allowed for in paragraph 3A), during the term of this Agreement provide the following: (a) Software Updates. Software Updates includes Upgrades and service packs which are a collection of files that enhance or correct the Covered Software and which will be available for Licensee to download during the Maintenance Tcrm/Period, Updates and Upgrades may also include new versions; (b) Provide Telephone Support, Email Support, Web Support, during normal business hours, g AM to 5 PM Mountain Time, Monday through Friday (excepting Holidays) andafter hour emergency support line, and other benefits deemed appropriate by Azteca Systems (as set forth in Section 2 below); and (c) Implement and maintain a means of secure, remote direct network access (VPN, Web access, etc.) to the Licensee's systems in order to perform thorough remote diagnostics. 1.3 The following items, among others,however, are specifically exoluded as support services under this section of this Maintenance and Support: (a) Support for applyingor installing upgrades and service packs; (b) Assistance with questions relatedto third party software, computer hardware, networking, and other similar items that are not provided by Azteca; (c) Assistance with computer operating system questions not directly pertinent to the Covered Software or Program Modifications;. (d) Licensee Data debugging andlor correcting; (e) Services necessitated as a result of any cause other than authorized ordinary and proper use by the Licensee of the Covered Software, including but not limited to neglect, abuse, unauthorized modifications and/or unauthorized updates; (f) Consulting regarding customizations created to function with the Covered Software unless the customization is identified and listed as Covered Software in Addendum 1; (g) Assistance with applications which are nor parrof a standard life cycle, such as preview, beta, or candidate releases; and (h) Questions such as configuration, implementation and walk-throughs. 1.4 Support Periods are renewable unless terminated as provided in Section 4 below, The Maintenance Services consists of software and documentation updates and access to technical support via telephone, email, web -based (www MyCilyworks.com) and after hours support as set forth in Section 1 of this Addendum, .Standard License & Maintenance Agreemew Page l I of 14 10/16 ed.