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<br />EXHIBIT B <br /> <br />SUPPORT INFORMATION <br /> <br />1. Contact Information. The support staff at Granicus may be contacted by the Client at its <br />mailing address, general and support-only telephone numbers, and via e-mail or the Internet. <br /> <br />(a) Mailing Address. Mail may be sent to the support staff at Granicus <br />headquarters, located at 568 Howard Street, Suite 300~ San Francisco, California~ 94105. <br /> <br />(b) TeleDhone Numbers. Office staff may be reached from 8:00 AM to 7:00 <br />PM Pacific time at (415) 357-3618 or toll-free at (877) 889-5495. The technical SUPPOlt <br />staff may be reached at (415) 655-2400 from 8:00 AM to 7:00 PM Pacific time. After <br />hours or in case of a technical SUPPOlt emergency, the support staff may be reached at <br />(415) 655-2414~ twenty-four (24) hours a day~ seven (7) days a week. <br /> <br />(c) Internet and E-mail Contact Information. The website for Granicus is <br />http://www.granicus.com. E-mail may be sent to the support staff at <br />support@granicus.com. <br /> <br />2. Recognized Client Representatives. Granicus strives to provide unparalleled support to its <br />Clients by ensuring that Client staff is properly educated and is prepared to maximize its Granicus <br />Solution. Any Client Representative who wishes to participate and receive Granicus customer <br />advocacy services shall participate in and complete the training program that is suited for the <br />Granicus Solution. Once a Client Representative completes the training, that Representative will <br />be recognized in Granicus' internal system as qualified to receive support and ongoing education <br />services. All Client Representatives are eligible to receive technical support services, regardless of <br />participation in the training program. <br /> <br />3. Supcort Policy. When Granicus received notification of an issue from Client, a Granicus <br />account manager or technical support engineer will respond directly to the Client via phone or e- <br />mail with (a) an assessment of the issue, (b) an estimated time for resolution, and (c) will be <br />actively working to resolve the issue as appropriate for the type of issue. Notification shall be the <br />documented time that Granicus receives the Client's call or e-mail notifying Granicus of an issue or <br />the documented time that Granicus notifies Client there is an. issue. Granicus reserves the right to <br />modify its support and maintenance policies, as applicable to its customers and licensees generally, <br />from time to time, upon reasonable notice. <br /> <br />4. Scheduled Maintenance. Scheduled maintenance of the Granicus Solution will not be <br />counted as downtime. Granicus will clearly post that the site is down for maintenance and the <br />expected duration of the maintenance. Granicus will provide the Client with at least two (2) days <br />prior notice for any scheduled maintenance. All system maintenance will only be performed <br />during these times, except in the case of an emergency. In the case that emergency maintenance is <br />required, the Client will be provided as much advance notice, if any, as possible under the <br />circumstances. <br /> <br />5. Software Enhancements or Modifications. The Client may, from time to time, request that <br />Granicus incorporate certain features, enhancements or modifications into the licensed Granicus <br /> <br />GIMNICUS, INC. SERVICE AGREEMENT - SLA <br /> <br />B-1 <br /> <br />Version 4. ) .2 <br />