Kittitas Harris SLS Agreement v1_Final

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CONFIDENTIAL Cayenta Software and Subscription Agreement 2024-01-11 Page 26 of 41 Authorized User support information and forums (“Support Resources”) prior to initiating a Support Request; (b) Provide second line Support as required; (c) Provide Organization with online Support Resources to the full extent Harris makes such Support Resources available to its other customers; (d) Provide to Organization such other services may be reasonably required to correct an Error or otherwise fulfill its obligations under this Schedule A, including defect repair, programming corrections and remedial programming; (e) Keep Designated Representative informed of Error correction patches, fixes, workaround or software code solutions (collectively or singularly “Fixes”) as they become available in order to schedule implementation of such corrections; and (f) Provide a release note supplement to the Documentation as soon as reasonably practicable after Fixes have been implemented. 3.2 Support Requests If, after reviewing Support Resources, Organization has not corrected an Error, Organization may request Support Services by way of a Support Request. Organization shall classify its requests for Error corrections in accordance with the severity level numbers and definitions set forth below and shall submit its request through the Harris support portal located on the Harris Site, or such other means as the parties may agree to in writing (each a "Support Request"). (a) Your Support Request must contain at a minimum: City name, contact person, software product and version, module and/or menu selection, nature of issue, detailed description, including screenshots of steps, of your question or issue, relevant logs demonstrating the issue, and any other information you believe pertinent. (b) Our support system or one of our support analysts will provide you with a call ID to track your issue and your call will be logged into our support tracking database. (c) Your Support Request will be stored in a queue and the first available support representative will be assigned to deal with your issue. (d) As the support representative assigned to your call investigates your issue, you will be contacted and advised as to where the issue stands and the course of action that will be taken for Resolution. If we require additional information, you will be contacted by the assigned support representative to supply the information required. (e) All correspondence and actions associated with your Support Request will be tracked in our support database. At any time, if available to you, you may log onto our website to see the status of your Support Request. (f) Once the Error that is the subject of your Support Request has been Resolved, you will receive an automated notification by email that your Support Request has been closed. This email will contain the entire event history of the Support Request from the time the Support