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6. Software Support Services. (a) SII will provide the following services under this Agreement "Sot~vare Support Services") for the Covered Sofrware: (i) Help desk support including technical assistance by telephone, modem, fax service and/or courier; (ii) Correction of errors or deficiencies in licensed modules of SII Sot~vare; (iii) Maintenance of customized source code at SII's office for access by SII's personnel; (iv) New releases of licensed SII Sot~avare modules and documentation, as available, at no charge other than the Support Services fee; (v) Off-site backup of customized source code; (vi) Telecommunication charges associated with SII initiated calls for modem and telephone support services; and (vii) Toll-free phone service for incoming phone calls. (b) The following services are specifically excluded from Software Support Services: (i) Operation of the Sott'ware in the normal course of business; (ii) Consulting, programming or training services that are not associated with Sofiware errors or deficiencies; (iii) Programming or analytical assistance relating to enhancement of existing programs or the creation of new programs; (iv) Programming or analytical assistance relating to restoring programs and/or computer accessible data files rendered inoperative due to any cause outside of SII's control; and (v) Supporting any software not covered under this Agreement. Such services, if requested by the Customer, may be provided by SII for additional charges equal to the then current rates for such services. 7. Customer Responsibilities. Customer's responsibilities under this Agreement include: (i) Providing a suitable environment for the Hardware, as specified in the manufacturer's product literature and as specified by SII in any written instructions to Customer; (ii) Installing all required communication network hardware and software; (iii) Ensuring the proper training for Customer staff involved with the Hardware, Software and Services (iv) Explaining software requirements to SIPs personnel and pmviding copies of data on printed materials and/or magnetic storage media that may assist SII in providing Services; (v) Providing a modem hookup to the Hardware when requested by SII; (vi) Informing SII of changes in related hardware and sottware and their configuration; (vii) Informing SII of changes in Hardware locations; (viii) Backing up, removing, and pmtecting, as applicable, data and removable storage media contained in failing Hardware sent to SII; and (ix) Removing and controlling any currency or other funds from Hardware before SII provides Support Services. 8. Sunvort Period. (a) The initial Support Period shall begin upon execution of this Agreement by both parties and shall end one year afier the first Acceptance of Sofiware. Following authorization by Customer's City Council, if required, and execution of an amendment by both parties, new Support Periods shall begin at the end of each previous Support Period and end one year later unless: (i) either party gives at least 30 days prior notice of termination of support services to the other party; or (ii) the Agreement is terminated according to the terms of this Agreement. (b) Hardware Support Services and Software Support Services (collectively, the "Support Services") shall be provided during the Support Period from 8 A.M. to 8 P.M. Eastem Standard Time or Eastern Daylight Savings Time, whichever is in effect in Jacksonville, Florida, Monday through Friday, excluding nationally recognized holidays ("Support Hours"). SII shall respond in a prompt, commemially reasonable manner within two (2) hours during the Support Hours. 9. Delivery and Risk of Loss. All Hardware and Sof~are sold or licensed to Customer is shipped or delivered at Customers expense. Customer assumes the risk of loss for Hardware and Software upon delivery. 10. Prices. (a) SII's charges for Hardware, Software licenses and Services are specified in the Exhibits of this Agreement. The prices set forth in such Exhibits are exclusive of and Customer agrees to pay: (a) shipping charges where not specifically covered; (h) SII's time and material charges plus reasonable travel and living expenses, at cost, for additional Services requested by Customer; and (c) all taxes, including sales taxes, (however designated) paid or payable by SII (exclusive of taxes based on SII net income) for Hardware, Services and Software licenses provided hereunder. Customer agrees to support any claim for tax exemption for purchases hereunder by providing SII with a copy of the applicable tax exemption certificate prior to delivery. (b) SII may increase or decrease prices for Hardware Support Services and/or Sofiware Support Services to be effective at the beginning of any renewal of a Support Period by providing Customer notice of such change at least 60 days prior to such renewal. SII may change hourly rates for Services authorized by the SII - Purchase and Sol. are License Agreement 2