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Servicelllus Support Services AsreernenL <br />Avocei e <br />On -call On call evening, weekend As and NIA N/A $100.00 per 8 <br />support and holiday support ran be when Hours of on <br />arranged if required with 1 required call support <br />day notice. <br />After Hours In the event where CLIENT As and N/A N/A $145.00/Hour <br />C8110ut has made advance when <br />arrangements for standby required <br />service and a service request <br />is received outside of normal <br />business hours that requires <br />immediate response (i.e. <br />cannot wait until tho ncxt <br />business day) Avocette will <br />invoice for a minimum of four <br />'.... (4) hours or the actual hours <br />worked, whichever is greater <br />Rollout Clariti Implementation of annual Once per Clariti 80 Included <br />major release major release in CLIENT's year (if application within Service <br />environments available) environme Request <br />• Includes testing of nt version Hours if <br />current configurations level available, <br />and functionality maintained additional <br />at 1 hours are <br />• Does not include version chargcd at <br />implementation of new behind $125.00/Hour <br />functionality) latest <br />available. <br />Rollout Clariti Implementation of feature Once each Clariti 15 Included <br />feature pack packs in CLIENT's 6 Month application within Service <br />',. environments Period environme Request <br />Includes testing of nt feature Hours if <br />current configurations pack available, <br />and functionality version additional <br />level hours are <br />Does not include maintained charged at <br />implementation of new at least 2 $125.00/1 lour <br />functionality) behind <br />latest <br />available. <br />Rollout Clanli ImplernenLahon of Clariti As required Critical 20 Included <br />Hotfixes patches in CLIENT's by Clariti hotfixes within Service <br />environments patch (required Request <br />Includes testing of releases by Hours if <br />current configurations CLIENT's available, <br />and functionality current additional <br />Clariti hours are <br />version) charged at <br />$125.00/1-Iour <br />City Council 22 - 109 6115/2021 <br />11 <br />