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<br /> <br />Table of Contents <br />Introduction .............................................................................................................................. 2 <br />Professional Services and Support Program ....................................................................................... 2 <br />Initial Engagement .......................................................................................................................... 2 <br />Discovery Period ............................................................................................................................. 2 <br />Technical Resolution Guidance ........................................................................................................... 2 <br />Section 1. Annual Software Support and Maintenance ............................................................ 4 <br />Software Covered by This Agreement ................................................................................................ 4 <br />Definition: Software Support and Maintenance ............................................................................ 4 <br />Software Support Services .................................................................................................................. 4 <br />Section 2. Standard Operating Procedures ............................................................................... 4 <br />Determining Severity and Response Commitments ........................................................................... 4 <br />Appointing a Primary Contact and Alternate Contact ........................................................................ 5 <br />Support Methods ................................................................................................................................ 5 <br />Remote Diagnostics ........................................................................................................................ 5 <br />Email ............................................................................................................................................... 6 <br />Telephone ....................................................................................................................................... 6 <br />Section 3. Professional Services and Support ........................................................................... 6 <br />Definition: Professional Services ........................................................................................................ 6 <br />How Our Support Works ..................................................................................................................... 6 <br />Section 4. Additional Professional Services .............................................................................. 7 <br />Travel Expense .................................................................................................................................... 7 <br />Terms and Conditions ............................................................................................................... 8 <br />Limitations of Liability ......................................................................................................................... 8 <br />Definitions ...................................................................................................................................... 8 <br />Use of Licensee Solution and Computer ........................................................................................ 9 <br />Licensee Responsibilities ................................................................................................................ 9 <br />Severability and Waiver .................................................................................................................. 9 <br />Notice ........................................................................................................................................... 10 <br />Force Majeure .............................................................................................................................. 10 <br />No Assignment ............................................................................................................................. 10 <br />Entire Agreement ......................................................................................................................... 10 <br />Notifications and Renewal Contact Information ..................................................................... 11 <br />  <br />  <br />City Council 13 – 16 6/3/2025