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7A <br /> Page 25 <br /> EXHIBCT E <br /> Sun Ridge Systems Software Support Senrices Agreement <br /> (Note: Servtce Agreement appfles to Warranty Periady <br /> This is a description of the software support, maintenance,and enhancement senrices to be provided by <br /> Sun Ridge Systems, Inc. {SRS) to the City Redwood City(Licensee} as part of a Software Support <br /> Services Agreement. This Agreement covers all RiMS public safety software(Software) IicensecJ by the <br /> Licensee and is effective on <br /> Under this agreement 5R5 agrees to provide the fotlowing services and products to Licensee: <br /> Coverage Hours. SRS will provide a toll free phone number for Licensee to call whenever a covered <br /> problem occurs. Normal service hours will be Mondav-Friday. 8AM-6PM PST. common halidays <br /> excepted. However, for critical problems preventing basic system operation, service wifl be available 24 <br /> hours, 7 days a week,holidays included. <br /> SRS Response to Reported Problems. SRS agrees to provide service and assistance as expeditiously <br /> as possibfe as follows: <br /> Most problems witl be resalved with the initial phone call. <br /> For problems that cannot be immediately resolved,SRS will work to resalve the problem based on <br /> the severity of the problem and the urgency reported by Licensee. <br /> For probiems in which the Licensee's system is completely inoperable due to a SRS software <br /> problem,SRS personnel will work with Licensee continuously unii!the situation is resalved. <br /> For problems that have a lesse� though continuing impact on operations of Licensee, SRS will <br /> endeavor to provide a sokutian or work around within 72 hours. <br /> For lower priority problems SRS may, at its discretion, either issue a near term °fix release" of ttte <br /> product or include the fix in the next schedufed product release. <br /> Licensee Equipment and Software Responsibilities. Licensee agrees to have a means available for <br /> SRS to remotely connect to Licensee's system when a problem is reported. Licensee will be responsible <br /> tor afl costs associated with installing and maintaining this connection. <br /> Licensee must also provide and instalt Terminal Services for remote access support and Microsoft SQL <br /> Server Enterpr9se Manager Database management software on a designated computer on the computer <br /> network that is available for remote connection. <br /> SRS will use this line only with Licensee's permission on a per case basis. With Terminal Senrices, use <br /> by SRS will only be passibie when Licensee personne(starts the Terminal Services Session program <br /> and, as a further security mechanism, Licsnsee can configure the program,to further restrict access ta <br /> authorized users. Other means of remote connection may feature other security protocols. <br /> SRS will use this link to connect to Licensee's system to examine data files,update and repair them when <br /> necessary,and download maintenance-related iogs automatically maintained by fhe RIMS software. <br /> SRS wilf also use this line to upload fixes to problems to Licensee's system when appropriate. <br /> Provision of Software Updates. SRS will provide,at na atlditiona!cost,all new enhanced and updated <br /> versions af software licensed to Licensee. This software will be provided with detailed installation <br /> instructions for installation by Licensee, If desired, Licansee may retain Sf�S to perform any installation at <br /> 21 <br />