SIGNATURE TECHNOLOGY GROUP, INC. (STG) - 2012

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(1) STG may provide service under this agreement by using a subcontractor, which subcontractor will have been thoroughly vetted and will be closely supervised by STG. STG shall use only highly professional service technicians who have passed the certification tests available from HP on the equipment at the City's datacenters. The relationship under this agreement will be exclusively with STG and the City and any use of subcontractors by STG will be seamless to STG's delivery of services under this agreement. (2) The City will make available an on-site storage cabinet where STG can store replacement parts. (3) For the purposes of this agreement, Next Business Day (NBD) support is defined as follows: For any call for service received by STG by 5:OOPM Pacific Time on a City Business Day which cannot be resolved by phone, the vendor will dispatch a technician and parts to be onsite the next City Business Day [i.e. 9AM to 5PM, Monday through Friday excluding City designated holidays]. There is no on-site arrival time requirement, but the equipment must be returned to service by 5:OOPM Pacific Time the same day that the technician reports to the City site. Initial phone response/support and escalation procedures and timelines will be the same as the 6 hour call to repair service proposed. During each calendar year of support, the City will accept up to two (2) service calls that result in the equipment not being repaired on the next City Business Day without penalizing STG in any way, however, the equipment shall be repaired by noon Pacific Time on the following City Business Day or STG will not be in compliance with the NBD Service Level Agreement. Calls for support that qualify as SevI or Sev2 situations will receive responses and repair attention in accordance with the definitions shown below. (4) For the purposes of the agreement, definitions of criticality of service calls for support are as follows: [a] A Sevl call is defined as — production system down, no work around available, significant customer production impact. If all of those conditions exist, then STG will resolve the problem as quickly as possible regardless of the Service Level Agreement (SLA) of the device. For 6 -hour return to service, the City will see a STG technician on-site much sooner than the 3 -hour requirement and the system fixed much faster than the 6 -hour contractual obligation. For a device that is listed as being covered under NBD support, the City will receive immediate same day response. And, if necessary, a STG technician will come on-site to the City within a few hours even it is after hours, on the weekend or holidays. Furthermore, STG will have parts couriered to the City site if they are not already available locally. This Sevl support is delivered at no additional cost to the City as part of the service that STG provides to insure maximum uptime for the City systems and minimal production impact of failed IT equipment. [b] A Sev2 call is defined as — production system down, inconvenient work around available, visible customer production impact. If all of those conditions exist, then STG will resolve the problem as quickly as it can regardless of the Service Level Agreement (SLA) associated with the City's device. For 6 -hour return to service, the City will see a STG technician on-site sooner than the 3 -hour requirement and the system fixed faster than the 6 -hour contractual obligation. For a device that is listed as being covered under NBD support, STG will have a technician come on-site to the City as soon as possible including evenings, weekends and holidays if necessary. STG will overnight parts to the City for Saturday or holiday delivery to resolve the issue if the parts are not already available locally. [c] The City shall designate the severity of each call for service and STG will respond accordingly.STG will not allow any system, covered under this Agreement, that is hard down (Sev 1 or Sev2) to remain un -restored for any prolonged amount of time regardless of its service level coverage (e.g. NBD support level) or when the breakdown occurred (e.g. late on a Friday night or over a weekend that includes a holiday). City of Santa Ana Page 2 of 8