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• 4) Training <br />a) The SPFD will provide instructors and initial train the trainer type of <br />training for the Customer Agency. Customer Agency should prepare its <br />own trained personnel (local experts) for agency's ongoing CAD mobile <br />operational support. <br />b) <br />The training shall take place at a mutually agreed upon location using <br />Customer Agency -provided laptops with the software that the SPFD has <br />installed. <br />C) <br />One training session shall be conducted for up to 8 individuals for a <br />period of two hours. <br />d) <br />All training sessions shall be completed during the 14 -Day Field Test <br />Period identified in Section I.C.3)e). <br />5) System Support Services (Maintenance Helpdesk Upgrades) <br />The SPFD shall provide System maintenance, Helpdesk services and System <br />upgrades (collectively "Support Services") to the following degree and manner: <br />a) Maintain functionality of all SPFD- installed Wireless Network installed <br />software and the connectivity between the Customer Agency's laptops <br />and the Message Switch; <br />• b) Assistance from the Helpdesk during regular business hours (8:00 a.m.- <br />4:00 p.m.), Monday- Friday, for problems with the System; <br />C) There will be no On-call assistance from the Helpdesk staff for after- <br />hours (M -F 4:00 p.m. to 8.a.m. and weekends) or holiday problems with <br />the System; After hours requests will be handled through helpdesk voice <br />mail or email on the next following work day. <br />d) The SPFD will periodically receive upgraded software or software <br />patches for the Wireless Network from vendors including updates or <br />software patches to the supported operating systems. System software <br />upgrades or software patches will be implemented as upgrades and <br />patches become available from vendors and as the SPFD decides the <br />upgrades or patches are suitable for the continued successful operation of <br />the System. The process for installing upgrades or patches of software <br />may require that all or portions of the System be taken out of service for a <br />period of time. The SPFD will plan installation of software upgrades <br />during a regular workweek and hours, in a manner so as to minimize the <br />disruption to the operation of the Wireless Network; <br />JPA City and New Brighton Wireless CAD Agreement Page 4 of 12 <br />