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6.E. - Page 202 of 272 <br />619-229-8319 <br />71"1 [ I g h t info@ensight-technotogies.com <br />T E C H N Q L D G 1 E 5 www.ensight-technologles.com <br />1 1955 Cordell Court Suite 104, San Diego, Ca 92020 <br />This Software and Support Service Agreement (the "SSSA") is made and entered into as of Click here to enter a date, <br />by and between EnSight Technologies, LLC. ("EnSight"), whose address is 1955 Cordell Court, Suite 104, San Diego <br />California 92020 and Enter Customer Name, a Enter State/Entity ("Customer"), whose address is Enter Customer <br />Address. <br />A. EnSightis engaged in the business of supporting, servicing and maintaining the EnSight Parking Guidance Ecosystem <br />("PGE") and is willing to provide those services to Customer on the terms and conditions set forth herein. <br />B. Customer desires to have EnSight furnish maintenance and support services on the PGS identified in the Enter <br />Customer Name Subcontractor Agreement ("Project Agreement") and Exhibit A, which is operated by Enter Customer <br />Name and located at Enter Facility Name and Address (the "Facility") <br />NOW, THEREFORE, in consideration of the mutual covenants and promises hereinafter set forth, the parties hereto <br />agree as follows. <br />1.0 SOFTWARE AND SUPPORT SERVICES. <br />1.1 Customer Support <br />EnSight will provide remote technical support during normal working hours 8am- 4:30pm by telephone 619-229-8319 <br />and/or email (support@ensight-technologies.com, maintenance services, software updates, and emergency support as <br />set forth fully herein. <br />EnSight agrees to provide Customer with telephone access to qualified employees able to provide corrective action to <br />resolve reported or detected failures. In order to remotely address issues and provide corrective action, Customer <br />consents to EnSight remotely accessing the maintained item(s) to do so. The maintenance program provides four levels <br />of response: <br />Severity 1 <br />A severe malfunction exists which makes the use of one or more maintained items critical functions inoperable and <br />there is a stoppage to the entire PGS and no immediate alternative solution is available to restore the functionality <br />required by this Agreement, for example a critical system server has gone offline or is in a state that would require the <br />system to be repaired or replaced. EnSight will acknowledge receipt of issue within two hours (2) hours, attempt to <br />195 <br />356 <br />