AgdaPkt 2019-09-23 Joint SA PFA - Laserfiche WebLink

Browse Search

6.E. - Page 4 of 13 Sun Ridge Systems Software Support Services Agreement This is a description of the software support, maintenance, and enhancement services to be provided by Sun Ridge Systems, Inc. ("SRS") to the Redwood City Police Department ("Licensee") as part of a Software Support Services Agreement ("Agreement"). This Agreement covers all RIMS public safety software (Software) licensed by the Licensee and is effective on February 8, 2019. Under this agreement, SRS agrees to provide the following services and products to Licensee: r-------------------------------------------------------------------------------� 1. Coverage Hours. SRS will provide a toll free phone number for Licensee to call whenever a covered problem occurs. Normal service hours will be Monday -Friday, 8AM-5PM PST, with the exception of New Years Day, President's Day, Memorial Day, July 41h, Labor Day, Veteran's Day, Thanksgiving Day, Day after Thanksgiving Day, and Christmas Day ("common holidays"). However, for instances with the Licensee's system is completely inoperable due to a SRS software problem ("critical problems") preventing basic system operation service will be available 24 hours, 7 days a week, common: holidays included. --------------------------------------------------------------------------------- 2. SRS Response to reported problems. SRS agrees to provide service and assistance as expeditiously as possible as follows: a. Most problems will be resolved with the initial phone call. b. For problems that cannot be immediately resolved, SRS will work to resolve the problem based on the severity of the problem and the urgency reported by Licensee. • For critical problems, SRS personnel will work with Licensee until the situation is resolved. • For problems that are not critical problems that have a lesser though continuing impact on operations of Licensee ("non-critical problems"), SRS will endeavor to provide a solution or work around within 72 hours of the problem being reported to SRS by the Licensee. • For problems that are not critical problems and are not non-critical problems ("minor problems") SRS may, at its discretion, either issue a near term "fix release" of the product or include the fix in the next scheduled product update. 3. Licensee equipment and software responsibilities. Licensee agrees to allow SRS to remotely connect to Licensee's system when a problem is reported. SRS uses Bomgar Remote Support Software for this purpose. Bomgar software provides superior security and does so over an ordinary internet connection via a SRS server that hosts a Bomgar security hardware device. With Licensee's permission, SRS will use this connection to examine data files related to reported problems and to provide updates and corrections when necessary. 4. Provision of software updates. SRS will provide at no additional cost all new enhanced and updated versions of software licensed to Licensee. This software will be provided with detailed installation instructions for installation by Licensee. If desired, Licensee may retain SRS to perform any installation at additional cost to be determined on a per case basis. Updates are distributed via download from the SRS ftp web site. SRS will not be obligated to provide service for release versions that are more than two annual release versions older than the current release. REV: 09-09-19 EI 141 ATTY/AGR.2019.235/Sun Ridge Systems (Page 1 of 10)