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DocuSign Envelope ID: C886763F-6F11-40FB-A710-BAC5AF9A400C <br />Camino guarantees 24/7 access with 99.9% uptime. Camino will occasionally bring the service <br />down for scheduled maintenance and updates, but never during the hours of 8am-6pm PST, M <br />— F. <br />Support Services <br />Camino will assign a Customer Success representative to assist with implementation, training, <br />and ongoing support. This representative will be the Customer's primary point of contact for all <br />requests and issues. <br />Camino uses the following incident response levels- <br />■ Level 1: Mission critical error that prevents users from accessing or using the system. <br />■ Level 2: A critical feature is broken. <br />■ Level 3: All other bugs or errors. <br />When an issue is reported, Camino will respond within 4 hours during the hours of 8am-9pm <br />PST, M -F. The response will include a support ticket and estimated time to fix. Camino targets <br />the following fix times: <br />■ Level 1 incident: 4-6 hours. <br />Level 2 incident: 12-24 hours. <br />■ Level 3 incident: Subject to assessment on the severity, the scope of the issue, who is <br />affected, and how many customers are affected. A general target is 5 days. <br />Issues and support requests must be reported to support@camino.ai or reported through the <br />Camino platform. Requests made through other channels are not subject to this SLA. <br />If the City does not choose to extend its relationship with Camino in 2021, the City will be able to <br />request a full export of all City data stored in the Camino system. If Camino ceases operations <br />before the end of this pilot term, the City will be given access to a full copy of the source code <br />required to host and maintain a copy of the Camino Platform. <br />Cost and Pilot Timeframe <br />Through a one (1) year pilot project City will pay a fixed fee of Nine Thousand Nine <br />Hundred Fifty Dollars ($9,950) for unlimited users and unlimited applications, permits, <br />inspections and code enforcement types. During the pilot project, Consultant will <br />provide maintenance and support services at no additional cost to the City. <br />REV: 03-05-2020 PR Pilot Project Software Agreement for the Automated Permit and Land Management System <br />Camino Technologies Corporation <br />