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A V I-L) Software Maintenance Agreement AGREEMENT by and between MOBILE ACCESS SOFTWARE, INC., ("Licensor") having its principal place of business at 7220 Trade Street, Suite 350, San Diego, CA 92121, and The City of Santa Ana, a charter city and municipal corporation organized and existing Linder the Constitution and laws of the State of California ("Customer") having its principal place of business at 20 Civic Center Plaza, Santa Ana, California 92701. WHEREAS, Licensor has licensed to Customer certain software products as specified in the Software License Agreement for product(s) PoliceAccess and PoficeReports ("Software Products"). Customer wishes to have Licensor perform software maintenance set -vices on the licensed products pursuant to the following terms and conditions: Amount of the contract: Licensor agrees to accept as total payment for its services and products mentioned herein, an amount not to exceed $5 1,000,00 during the term of this Agreement, Software Products Covered The software products covered under this Agreement are the Licensor's Software Products listed above and as more fully described in the Software License Agreement, and as updated with improvements or modifications furnished to Customer under the Warranty Agreement or this Software Maintenance Agreement. Corrections During the term of this Agreement, Licensor shall provide the services necessary to remedy any software error which is attributed to Licensor and which significantly affects use of the Software Products for the purposes defined in the product specification or the contract Functional Specification Document and is reproducible and verified by the Licensor ("Software Error"). Such services shall be accomplished in accordance with the priority system outlined below after Customer has identified and notified Licensor of any Such error in accordance with Licensor's reporting procedures. Licensor shall provide service and support from 8:00 AM until 5:00 PM Monday through Friday, holidays excepted. Priority One Critical Software Errors: Software Errors that prevent or substantially interfere with operation of the Deliverables for their primary intended purpose on a system wide basis, as described in the Functional Specification Document, such as those errors that can cause loss of data or prevent the product from running. Response: Upon receipt of notification from Customer, Licensor shall respond within the next four (4) hours of the business day followed by action to fix the problem as soon as reasonably possible, including, where feasible, providing a workaround for the problem pending such resolution. PriorityTwo Major Software Errors: Software Errors that do not prevent or substantially interfere with operation of the Deliverables for their primary intended purpose or are not system wide, but that do prevent or materially interfere with end User performance of common functions described in the Functional Specification Document Response: Licensor shall respond within the next eight (8) hours of the business day(s), followed by action to provide a workaround and/or a fix via an upgrade to the Deliverables within a reasonable time, taking into consideration the effect of the Software Error on Customer's operation of the Deliverables. Priority Three Minor Software Errors: All other Software Errors not described above, Response: Licensor shall call back within five (5) business days, and provide correction within a reasonable time, taking into consideration the nature of the error, the effect upon operation of the Deliverables, and the reasonable requests of the Customer with respect to such correction. Where appropriate, under such circumstances, correction may occur in a scheduled upgrade to the Deliverable. Notification by Customer Licensor shall provide a soft copy of a form, the Software Error Notification Form ("Form"), to the Customer. The Customer shal I provide the information requested on the Form and transmit the Form by c-mail or fax to one of the following numbers. E-mail: s u pport@i)rnasi web, corn Fax: (858) 586-1798 Receipt of the notification by either method outlined above will trigger the response times required Linder the previous paragraph,