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DocuSign Envelope ID: 895D2A90-533F-4A74-8650-530137EA9E81 <br />ABAG/City Innovate <br />PROVIDER Bench Management Software <br />Page 37 <br /> <br /> <br />ATTACHMENT E <br />CITY INNOVATE SOFTWARE SUPPORT AND MAINTENANCE POLICIES <br /> <br />This document describes the policies that govern City Innovate’s software maintenance services <br />and service level agreement <br /> <br />SOFTWARE MAINTENANCE <br /> <br />1. Product Enhancements <br /> <br />1.1. CI makes it a priority to consistently update our product to ensure it is functioning <br />as optimally as possible. We operate on an “agile” development protocol which <br />allows us to consistently and flexibly identify, improve and implement new <br />product features on a regular basis. This results in providing the Customer with a <br />superior product experience that is as up to date as possible with developments in <br />technology. <br /> <br />2. Planned Maintenance <br /> <br />2.1. CI strives to maintain the highest levels of availability for our Customer's sites. <br />However, some maintenance may require us to bring our platform down for short <br />periods of time in order to perform upgrades or network changes. This is a <br />standard policy for “Software as a Service” (SaaS) and gives CI the chance to fix <br />bugs, improve security and add the capability for exciting new features while <br />minimizing disruption to our Customer base. <br />2.2. Maintenance updates are scheduled second and fourth Sundays during off- <br />business hours. The only times we make an exception to that is to deliver “hot <br />fixes” for critical service issues. The aim is to have maintenance activities <br />performed without causing any downtime. For scheduled maintenance requiring <br />downtime, those times will be posted at our website. <br />2.3. Scheduled maintenance notifications will be sent to system administrators at least <br />48 hours before the beginning of the maintenance window. <br />2.4. The maintenance window schedule is subject to change. CI will provide a window <br />maintenance schedule notice upon login for any scheduled maintenance outside of <br />these normally scheduled times. <br />2.5. In-application maintenance notification reminders will be posted at least 48 hours <br />before the beginning of the maintenance window. An alternative status page will <br />be displayed during scheduled maintenance windows. <br />DocuSign Envelope ID: 8A67B327-8D8D-41F3-A9AA-0E6612310575