Agmt21 Cleverciti Systems, Corp.

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Name Christian Hammack E-mail address chammack redwoodcit .or Phone (650)780-7378 e) Any occurring disruptions shall be classified in the following categories and shall be processed in accordance with the notification and analysis times described below. Contractor shall inform City about the status and success of the remedy. Priority Priority Definition Notification Error Resolution City and acknowledgement of the notification of the error by Period"* Analysis Period Analysis diagnosis whether the cause for the error lies within Contractor's or Period Period" Priority 1 >10% of parking spaces 1 hour 4 hours 24 hours inaccurately detected Resolution Period begins upon arrival of Contractor onsite. Priority 2 All other issues 1 business day 1 2 business dayq 7 business da "*The time periods apply in each case within Regular Business Hours. Notification Time between occurrence of an error and Contractor becoming Period aware of it, or time period between the notification of an error by City and acknowledgement of the notification of the error by Contractor. Error Time between Contractor becoming aware of an error and the Analysis diagnosis whether the cause for the error lies within Contractor's or Period City's responsibility. In case of the latter, the time period includes notification of City. Resolution Time between Notification Period and the symptoms of an issue Period being eliminated, either through a temporary workaround or a full resolution. In the event onsite physical support is required, then Resolution Period begins upon arrival of Contractor onsite. • Power, internet and local infrastructure failures are outside of Contractor's responsibility. • The above does not apply for devices or system components which have been deactivated outside of regular operating hours as agreed with the City or pre - scheduled maintenance and software update purposes. f) Contractor shall be entitled to provide operating and maintenance services via remote maintenance and remote diagnosis. When needed, Contractor shall provide onsite physical support within 48 hours Monday through Friday from 8:00 AM to 5:00 PM PST. REV: 12-10-2020 SK ATTY/AGR.2020.282/Cleverciti (Parking Guidance System Project) (Page 48 of 54)