Agmt16 SunGard Public Sector LLC

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control. provided for each Covered Component System, the targeted response times for certain defined categories "Source Code" means computer programs of Maintenance calls for each Covered Component written in higher-level programming System and Custom Modification, and other details languages, sometimes accompanied by and procedures (collectively, the "Maintenance English language comments and other Standards") relating to the provision of Maintenance programmer documentation. for each Covered Component System and Custom Modification are described in attached Exhibit 3. "Contract Year" means, with respect to each Baseline Component System and Custom "New Releases" means new editions of a Baseline Modification, the period identified in Exhibit 2. Component System or Custom Modification, as applicable. "Custom Modification" means a change that SunGard Public Sector has made at "Notification" means a communication to SunGard Customer's request to any Component Public Sector's help desk by means of: System in accordance with a SunGard Public (i) Sun�ard Public Sector's web helpline; (ii) the Sector-generated specification, but without placeri�er�°of a telephone call; or(iii)the sending of an any other changes whatsoever by any person e-mai', irz each case, in accordance with SunGard or entity. Each Custom Modification for which Public S�tctor's then-current policies and procedures SunGard Public Sector will provide Customer for submitting such communications. with Improvements is identified in Exhibit 1. 2. Services. "Defect° means a material deviation between the Baseline Component System and (a) Tvpes of Services. During the term of this its Documentation, for which Defect Customer Agreement, SunGard Public Sector will provide � has given SunGard Public Sector enough Customer with Maintenance for, Enhancements of, � information to enable SunGard Public Sector and New Releases of each Baseline Component to replicate the deviation on a computer System and each Custom Modification identified in configuration that is both comparable to the Exhibit 1. Equipment and that is under SunGard Public Sector's control. Further, with regard to �ach (b) Limitations. All Improvements will be part of the Custom Mo.dification, "Defect" means a applicable Baseline Component System/Custom material deviation between the Custom Modification, and will be subject to all of the terms and Modification and the SunGard Public Sector- ' � conditions of the License Agreement and this generated specification and documentation for Agreement. Customer must provide SunGard Public such Custom Modification, and for which Sector with such facilities, equipment and support as Defect Customer has given SunGard Public are reasonably necessary for SunGard Public Sector Sector enough information to enable SunGard to perform its obligations under this Agreement, Public Sector to replicate the deviation on a including remote access to the Equipment. computer configuration that is both comparable to the Equipment and that is 3. Pavment and Taxes. under SunGard Public Sector's control. (a) Maintenance Fees. For the Improvements, "Enhancements" means general release Customer will pay SunGard Public Sector the amount (as opposed to custom)changes to a Baseline provided for in Exhibit 2 as the "Annual Fees" for the Component System or Custom Modification first Contract Year. Fees for Improvements for a which increase the functionality of the Baseline Component System/Custom Modification are Baseline Component System or Custom due on the first day of the first month of the Contract Modification in question. Year for that Baseline Component System/Custom Modification. "Improvements" means, collectively, Maintenance, Enhancements and New (b) Additional Costs. Customer will also reimburse Releases provided ur�der this Agreement. SunGard Public Sector for actual travel and liviny expenses that SunGard Public Sector incurs in "Maintenance" means using reasonable providing Customer with Improvements under this efforts to provide Customer with avoidance Agreement, with reimbursement to be on an as- procedures for or corrections of Defects. The incurred basis. Such travel and living expenses will be hours during which Maintenance will be governed by SunGard Public Sector's Corporate Page3of10 REV:05-02-16 RL ATTY/AGR/2016.089/CITY OF REDWOOD CITY,CA SPS MAINTENANCE 071015