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Sun Ridge Systems Software Support Services Agreement <br /> <br />This is a description of the software support, maintenance, and enhancement services to be provided by <br />Sun Ridge Systems, Inc. (“SRS”) to the Redwood City Police Department (“Licensee”) as part of a <br />Software Support Services Agreement (“Agreement”). This Agreement covers all RIMS public safety <br />software (Software) licensed by the Licensee and is effective on February 8, 2016. <br /> <br />Under this agreement SRS agrees to provide the following services and products to Licensee: <br /> <br />1. Coverage Hours. SRS will provide a toll free phone number for Licensee to call whenever a <br />covered problem occurs. Normal service hours will be Monday-Friday, 8AM-5PM PST, with the <br />exception of New Years Day, President’s Day, Memorial Day, July 4th, Labor Day, Veteran’s Day, <br />Thanksgiving Day, Day after Thanksgiving Day, and Christmas Day (“common holidays”). <br />However, for instances with the Licensee’s system is complete inoperable due to a SRS software <br />problem (“critical problems”) preventing basic system operation service will be available 24 <br />hours, 7 days a week, common holidays included. <br /> <br />2. SRS Response to reported problems. SRS agrees to provide service and assistance as <br />expeditiously as possible as follows: <br /> <br />a. Most problems will be resolved with the initial phone call. <br /> <br />b. For problems that cannot be immediately resolved, SRS will work to resolve the problem <br />based on the severity of the problem and the urgency reported by Licensee. <br /> <br />● For critical problems, SRS personnel will work with Licensee until the situation is <br />resolved. <br /> <br />● For problems that are not critical problems that have a lesser though continuing <br />impact on operations of Licensee (“non-critical problems”), SRS will endeavor to <br />provide a solution or work around within 72 hours of the problem being <br />reported to SRS by the Licensee. <br /> <br />● For problems that are not critical problems and are not non-critical problems <br />(“minor problems”) SRS may, at its discretion, either issue a near term "fix <br />release" of the product or include the fix in the next scheduled product update. <br /> <br />3. Licensee equipment and software responsibilities. Licensee agrees to allow SRS to remotely <br />connect to Licensee’s system when a problem is reported. SRS uses Bomgar Remote Support <br />Software for this purpose. Bomgar software provides superior security and does so over an <br />ordinary internet connection via a SRS server that hosts a Bomgar security hardware device. <br />SRS will use this line only with Licensee’s permission. SRS will use this link to examine data files, <br />investigate reported problems and provide updates and corrections when necessary. <br /> <br />4. Provision of software updates. SRS will provide at no additional cost all new enhanced and <br />updated versions of software licensed to Licensee. This software will be provided with detailed <br />6.1.D. - Page 4