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Hardware and Third Party Support - if applicable <br />The purpose of this section is to provide our customers with information on our standard <br />coverage and the services which are included as part of your annual hardware and third <br />party software support (if applicable). This section serves as a guideline for the support <br />department but is superseded by an existing third party or other agreement. <br />Standard Hardware and Third Party Software Support Services <br />• 800 telephone support - first line phone support for <br />troubleshooting (note more complex issues will be escalated to <br />the actual vendor of the products) <br />• "On call" after hours support (scheduled assistance for <br />installations, upgrades and otherspecial projects - there maybe <br />charges depending on the scope of work) <br />• Technical troubleshooting <br />• Limited training questions (15 minute guideline) <br />Recommendations on specific hardware requirements <br />• Support provided for installed database issues (30 minute guideline) <br />• Web Service installation and connection to database assistance <br />• Updating system to support new versions of licensed <br />applications. The sen-ices listed below are services that are OUT <br />OF SCOPE and are therefore considered billable: <br />• On -site installation or upgrade of hardware and third party software <br />• Extended telephone training (beyond 15 minutes) <br />• Reconfiguration of hardware and fileservers <br />• Recovering data resulting from client error <br />• Upgrading of hardware systems <br />• Assistance with creation of backup scripts / backup recovery <br />• Assistance with recovering data resulting from system crashes (charges <br />may apply) <br />• Assistance with database installation, configuration and updating <br />• Preventative maintenance monitoring or other services <br />• Recommending or assisting with disaster recovery plans <br />• Re-establishment of Web/ODBC connection if connection <br />was lost due to actions ofcustomer <br />WEB/IP/ODBC connections to other third party products <br />• Creation of custom reports <br />Report writer training, upgrades and installations <br />(other than at time of initialpurchase) <br />Page 6 <br />City Council 23 — 89 2/7/2023 <br />