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C p Exhibit A.1 for Ramsey, MN <br />Support and Maintenance <br />Support Services <br />CivicPlus' on -site support team is available from 7:00 am to 7:00 pm CT to assist clients with any questions, concerns or <br />suggestions regarding the functionality and usage of CivicPlus' GCMS® and associated applications. The support team is available <br />during these hours via CivicPlus' toll -free support number and e-mail. Support personnel will respond to calls as they arrive (under <br />normal circumstances, if all lines are busy, messages will be returned within two hours; action will be taken on e-mails within four <br />hours), and if Client's customer support liaison is unable to assist, the service escalation process will begin. <br />Emergency support is available 24-hours-a-day for designated, named Client points -of -contact, with members of both CivicPlus' <br />project management and support teams available for urgent requests. Emergency support is provided free -of -charge for true <br />emergencies (ie: website is down, applications are malfunctioning, etc.), though Client may incur support charges for non - <br />emergency requests during off hours (ie: basic functionality / usage requests regarding system operation and management). The <br />current discounted rate is $175/hour. <br />CivicPlus maintains a customer support website that is accessible 24-hours-a-day with an approved client username and password. <br />Service Escalation Processes <br />In the event that CivicPlus' support team is unable to assist Client with a request, question or concern, the issue is reported to the <br />appropriate CivicPlus department. <br />Client requests for additional provided services are forwarded to CivicPlus' Client Care personnel. <br />Client concerns/questions regarding GCMS® or associated application errors are reported to CivicPlus' technical team through <br />CivicPlus' issue tracking and management system to be addressed in a priority order to be determined by CivicPlus' technical team. <br />All other requests that do not meet these criteria will be forwarded to appropriate personnel within CivicPlus' organization at the <br />discretion of the customer support liaison. <br />Included Services: <br />Support <br />7 a.m. — 7 p.m. (CST) Monday — Friday <br />(excluding holidays) <br />24/7 Emergency Support <br />Dedicated Support Personnel <br />Usability Improvements <br />Integration of System Enhancements <br />Proactive Support for Updates & Fixes <br />Online Training Manuals <br />Monthly Newsletters <br />Routine Follow-up Check -ins <br />CivicPlus Connection <br />Maintenance of CivicPlus GCMS® <br />Install Service Patches for OS <br />System Enhancements <br />Fixes <br />Improvements <br />Integration <br />Testing <br />Development <br />Usage License <br />CivicPlus • 302 S. 4th Street, Suite 500 • Manhattan, KS 66502 • www.CivicPlus.com <br />Toll Free 888-228-2233 • Accounting Ext. 291 • Support Ext. 307 • Fax 785-587-8951 <br />Addendum 4 Page 2 of 4 <br />V. SLA03.01.16-0001 <br />