Kittitas Harris SLS Agreement v1_Final

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CONFIDENTIAL Cayenta Software and Subscription Agreement 2024-01-11 Page 30 of 41 3.9 Out-of-Scope Services Fees In consideration of Harris's performance of any Out-of-Scope Services, Organization shall pay Harris for such Out-of-Scope Services at Harris’s then current fees, in accordance with the terms and conditions of this Agreement and the applicable Change Order. Harris may revise its fee structure for Out-of-Scope Services effective on any anniversary of the Effective Date, provided that Harris shall give Organization at least ninety days' prior written notice of any such revision. 3.10 Test Databases & Environments We support customers in the maintenance of independent test environments for testing purposes. This allows customers the opportunity to test fixes, modifications, new business processes and/or scenarios without risking any potentially unwanted changes to the live environment. The creation of test databases and application instances is a billable service, quotations and incremental maintenance rates will be provided on request. 3.11 Harris Updates Within a reasonable time of Error diagnosis, Harris may give Organization electronic updates of the nature and status of its efforts to correct an Error, including, if possible, a description of the Error and estimated time to reach Resolution. 3.12 Remote Support Services (a) Harris may provide Support Services to Organization remotely, including by means of telephone or internet telephony, or over the internet through the use of Remote Access Software ("Remote Support Services") to assist in maintaining the systems and analyzing and Resolving any Error reported by a Support Request during the Support Period. Organization shall give Harris permission to use remote access software necessary for Harris to provide the Remote Support Services to Organization ("Remote Access Software"). The Remote Access Software contains technological measures designed to collect and transmit to Harris certain diagnostic, technical, usage and related information relating to or derived from Organization's use of the Cayenta Offerings and Third-Party Products. The parties acknowledge and agree that Harris and its agents, Affiliates or subcontractors may collect, maintain, process and use: (i) only such information as is necessary to assist in analyzing and Resolving a Support Request; and (ii) use such information solely to provide the Support Services in accordance with the terms and conditions of Schedule A.