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1.5. Technical support provided pursuant these maintenance provisions shall be performed in a professional and workmanlike manner. Aztecs Systems will use commercially reasonable efforts to provide corrections to a. technical issue or provide a workaround, but Aztecs Systems cannot guarantee that all technical issues can be fixed or resolved. 1.6. Authorized Callers. Licensee may designate a limited number of authorized callers per software product listed in Addendum 1. Licensee may replace Authorized Callers at any time by notifying Aztecs Systems Support services. Authorized callers may be designated in this Addendum #2 or by email, Aztecs may limit the total number of authorized callers as may be reasonably necessary and may request an updated list of authorized callers. 1.7. Cityworks Online Support and Customer Portal. Azteca has created a self-help support website center for Authorized Callers to submit technical issues, chat with technical specialists, track technical support incidents throughthe'MyCityworks' portal, and view technical articles, updated product documentation, blogs, links to forums, and technology announcements. The support and care website can be found at http://www.mycilyworks.aom, 2. PROCEDURES FOR ACCESSING SUPPORT: 2.1. All problem categories from routine, non-critical and critical that occur during normal business hours shall procedurally occur as follows: 1) Licensee's system administration staff as first line of support, and then 2) Aztecs Systems staff as the second line of support. Aztecs Systems will make all reasonable efforts to acknowledge all requests for support during normal business hours within 4 hours. 2.2. Prior to catling Aztecs Systems for support services, the Licensee will first attempt to isolate any problems that occur within the Licensee's System, The Licensee will try to reduce the problem down to a. specific software or system component. If it is determined that the problem is The Cityworks Software component, Licensee will first try and resolve the problem without Aztecs Systems' involvement. If Licensee cannot resolve the problemor isolate the problem, Licensee may contact Aztecs Systems via telephone,chat, or self-service portal. In each case,. Cityworks technical support will log the information and provide, an answer to the question, a resolution to the problem, or submit a verified bug to the development group. Any support request that is not quickly resolvewill be assigned to a technical support representative. Phone calls and chat requests are accepted during normal business hours as outlined on the Contact Support page of MyCityworks.com. Voicemails avid requests submitted via the self-service portal outside of the posted business hours will be responded to on a first come, first served basis the next business day. 2.3. For critical problems that occur outside of Aztecs Systems' normal business hours (8 AM to 5 PM, Mountain Time) and cannot be isolated and resolved by the Licensee, Aztecs Systems will provide an after- hours phone number or pager number that will forward the call to the currently assigned Aztecs Systems support representative. Aztecs Systems willmake all reasonable efforts to acknowledge and respond to the request for support for critical problems that occur outside of normal business hours within 4 hours of receipt of the call from a designated and authorized Licensee representative. Critical problems are defined as problems that cause several users to be unable to perform their duties. For routine and non-critical problems Licensee will submit support requests during normal business hours as outline in 2.2 above. 2.4. After a Technical Support Incident is logged, Aztecs Systems will use commercially reasonable efforts to provide corrections to a technical issue or provide a work around, While it is Azteca's goal to provide an acceptable solution to technical issues, Aztecs cannot guarantee that all technical issues can be fixed or resolved. 2.5. Aztecs will use all reasonable efforts to utilize remote support -type services. However, in the event Licensee and Azteca Systems agree. it becomes necessary for Azteca Systems to be on-site to provide support for the Covered Software, the parties by mutual negotiation, shall develop a separate agreement that will govern the terms and conditions for any on-site work or services. SttndardLicense&MaintenanceAgreumert Page 12 of 14 I0116ed