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<br />EXHIBIT E <br /> <br />Sun Ridge Systems Software Support Services Agreement <br />(Note: Service Agreement applies to Warranty Period) <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 City Redwood City (Licensee) as part of a Software Support <br />Services Agreement. This Agreement covers all RIMS public safety software (Software) licensed by the <br />Licensee and is effective on <br /> <br />Under this agreement SRS agrees to provide the following services and products to Licensee: <br /> <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-Fridav. BAM-5PM PST. common holidavs <br />exceDted. However, for critical problems preventing basic system operation, service will be available 24 <br />hours, 7 days a week, holidays included. <br /> <br />SRS Response to Reported Problems. SRS agrees to provide service and assistance as expeditiously <br />as possible as follows: <br /> <br />Most problems will be resolved with the initial phone call. <br /> <br />For problems that cannot be immediately resolved, SRS will work to resolve the problem based on <br />the severity of the problem and the urgency reported by Licensee. <br /> <br />For problems in which the Licensee's system is completely inoperable due to a SRS software <br />problem, SRS personnel will work with Licensee continuously until the situation is resolved. <br /> <br />For problems that have a lesser though continuing impact on operations of Licensee, SRS will <br />endeavor to provide a solution or work around within 72 hours. <br /> <br />For lower priority problems SRS may, at its discretion, either issue a near term "fix release" of the <br />product or include the fix in the next scheduled product release. <br /> <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 />for all costs associated with installing and maintaining this connection. <br /> <br />Licensee must also provide and install Terminal Services for remote access support and Microsoft SOL <br />Server Enterprise Manager Database management software on a designated computer on the computer <br />network that is available for remote connection. <br /> <br />SRS will use this line only with Licensee's permission on a per case basis. With Terminal Services, use <br />by SRS will only be possible when Licensee personnel starts the Terminal Services Session program <br />and, as a further security mechanism, Licensee can configure the program, to further restrict access to <br />authorized users. Other means of remote connection may feature other security protocols. <br /> <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 logs automatically maintained by the RIMS software. <br />SRS will also use this line to upload fixes to problems to Licensee's system when appropriate. <br /> <br />Provision of Software Updates. SRS will provide, at no additional cost, all new enhanced and updated <br />versions of software licensed to Licensee. This software will be provided with detailed installation <br />instructions for installation by Licensee. If desired, Licensee may retain SRS to perform any installation at <br /> <br />21 <br />