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REV: 04-18-2022 MI 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, except for common federal holidays (“Holidays”). However, for instances with the Licensee’s system is completely inoperable due to an SRS software problem (“Critical Problems”) preventing basic system operation, service will be available 24 hours, 7 days a week, Holidays included. 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 City of Redwood City (“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 ______________, 2022. RECITALS 1. The parties previously executed the Sun Ridge Systems Software Support Services Agreement dated February 8, 2019, which expired on February 7, 2022. 2. The parties continued to work together to ensure continuation of service delivery, and the parties now wish to implement this Agreement and authorize the payment to SRS for services rendered for the period from February 8, 2022 to the effective date of this Agreement. Under this agreement, SRS agrees to provide the following services and products to Licensee: 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 BeyondTrust Remote Access Software for this purpose. BeyondTrust software provides superior security and does so over an ordinary internet connection via an SRS server that hosts a BeyondTrust security hardware appliance. ATTY/AGR.2022.090/Sun-ridge Systems, Inc. (Page 1 of 9) May 19