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REV: 04-29-25 VR <br />Sun Ridge Systems Software Support Services Agreement <br />This is a description of the software support, maintenance, and update/upgrade services to be provided by <br />Sun Ridge Systems, Inc. (“SRS”) to the Redwood City Police Department, CA (“Licensee”) as part of a Software <br />Support Services Agreement (“Agreement”).This Agreement covers all RIMS public safety software (Software) <br />licensed by the Licensee and is effective on February 8, 2025. <br />Under this agreement SRS agrees to provide the following services to Licensee: <br />1.Coverage Hours. SRS will provide a toll-free phone number and dedicated email address for support <br />purposes during normal service hours. Normal service hours are defined as Monday-Friday, 8AM- <br />5PM PST, except for New Year’s Day, Martin Luther King Day, Presidents Day, Memorial Day, July 4th, <br />Labor Day, Veterans Day, Thanksgiving Day, Day after Thanksgiving, and Christmas Day (“common <br />holidays”). <br />However, for instances where the Licensee’s system is completely inoperable due to an SRS software <br />problem (“critical problems”) preventing basic system operation, service will be available 24 hours, 7 <br />days a week, common holidays included. Examples of critical problems include: <br />-RIMS is down/not responding on multiple workstations <br />-Cannot create a call for service (CAD Incident) <br />-Cannot issue a case number <br />-Unable to access NCIC <br />-Other issues that will not allow the user to complete critical tasks <br />Licensee will have taken reasonable measures prior to contacting SRS support during non-service <br />hours including: <br />-Verified that the issue is not related to just 1 workstation <br />-Restarted the workstation in question <br />-Contacted in-house IT support if the issue is related to network or server errors <br />-Verified the issue is critical enough that it cannot wait until normal support hours <br />2.SRS Response to reported problems. SRS agrees to provide service and assistance as expeditiously <br />as possible as follows: <br />a.Most problems will be resolved with the initial phone call or email. <br />b.For problems that cannot be immediately resolved, SRS will work to resolve the problem based <br />on the severity of the problem and the urgency reported by Licensee. <br />●For critical problems, SRS personnel will work with Licensee until the situation is resolved. <br />●For problems that are not critical problems that have a lesser though continuing impact on <br />operations of Licensee SRS will endeavor to provide a solution or workaround within 72 hours <br />of the problem being reported to SRS by the Licensee. <br />●For other problems SRS may, at its discretion, either issue a near term “fix release” of the <br />product or include the fix in the next scheduled product update. <br />ATTY/AGR.2025.087/Sun Ridge Systems, Inc. (Page 1 of 3)