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EXFIIB1T C <br /> <br /> SOFTWARE MAINTENANCE, UPDATE AND PROBLEM RESOLUTION <br /> <br />If CITY pays Anmml Maintenance and Technical Support fee pursuant to Exhibit "F", CRW will provide: <br /> <br />1. Telephone Support. <br /> <br /> CRW provides toll-free access for technical support via telephone. 1-888-279-2043 <br /> <br /> Response to written problem reports: <br /> <br /> For lower priority issues and questions, CRW provides a fax-in, c-mail or mail-in problem report. <br /> CRW ~ncourages the CITY to submit these reports at any time. CRW's policy is to acknowledge <br /> receipt of all reports within two (2) days with a telephone call to the CITY, and to provide a <br /> resolution to the problem within ten (10) days of any report. <br /> <br />3. Month!y telephone follow-up call from CRW. <br /> <br /> CRW will contact the CITY by phone at least once per month to check up on system <br /> performance, unanswered questions, etc. This monthly contact will be at no additional charge to <br /> thc CITY. <br /> <br />4. All software uo~rades, modifications <br /> <br /> CRW will provide the CITY with all software upgrades and modifications. These new versions <br /> will be transferred to the CITY via diskette (if requested; limited to one update per month) or via <br /> modem through the Intemet (unlimited number of updates). It is anticipated that at least one (1) <br /> software upgrade per month will be provided. <br /> <br /> <br />