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Software Support Agreement <br /> I. General Expectations <br /> The City is contracting with DataForce, Inc. To provide support for software applications <br /> written in Admins/V32. DataForce will provide unlimited support and maintenance to correct <br /> bugs and maintain at least the current functionality of the applications,plus reasonable <br /> enhancements to the product. <br /> DataForce will bill the City monthly, at a fixed cost for each application. <br /> II. Support& Maintenance <br /> Data Force, Inc. Agrees to provide City the services listed with respect to City's application <br /> software identified in section III: <br /> 1. Response Time. DataForce will respond to all service calls within 2 hours of the call <br /> being placed, Monday through Thursday, 8:00a.m. to 5:00p.m. Pacific Time, and Friday, <br /> 8:00 to 12:00. Problem definition and, usually, resolution will be provided within this 2- <br /> hour call window. On calls that the City deems critical, DataForce will provide <br /> continuous effort until problem resolution; on non-critical calls,problems will be <br /> resolved in a best-effort attempt, usually within three days, but in all cases with mutual <br /> • respect between DataForce and City for the scope of the problem and the severity of the <br /> need. <br /> 2. Calls Made Outside The Call Window. DataForce will respond to emergency calls at <br /> all other times but does not guarantee availability. <br /> 3. Consultation & On-line Support. Telephone consultation to City regarding questions <br /> about the software and maintenance of the software will be unlimited. Unlimited dial-in <br /> support will be provided at no cost, when required. City agrees to dedicate a modem, <br /> with a communications speed of not less than 9600 baud, to DataForce for this service. <br /> 4. Authorized Support Users. At the City, one person for each application shall be <br /> considered the primary contact to DataForce. When possible, all communication of bugs <br /> and questions should be made through this person to DataForce, Inc. <br /> 5. Software Enhancements. DataForce guarantees availability for reasonable software <br /> enhancements and modifications as needed, with the same response time and call window <br /> as routine support. There will be no charge for these modifications, but DataForce <br /> expects such modifications to average less than 12 hours per month. If the average work <br /> time on enhancements exceeds this amount, DataForce reserves the right to charge an <br /> hourly rate for excess work, or to renegotiate contract costs. <br /> 6. Fees For Service. Large system changes, or programming and/or consulting time outside <br /> the scope of this agreement, will be charged at DataForce's current hourly rate <br /> (now$65/hour). The City will be notified beforetime of any work that requires separate <br /> billing. <br /> 40 <br />