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equivant SOFTWARE MAINTENANCE AGREEMENT This· Software Maintenance Agreement ("Agreement") is entered into as of the {p"fltlJay of t:l b . , 2 0A. ("Effective DateU ) by an d between CourtView Justice Solutions Inc. d/b/a equiv a nt~ wit h offices at 4825 Higbee Avenue NW, Suite 101, Canton, Ohio 44718 ("equivant"), and Kittitas County Prosecutor's Office with offices at 205 West 5th Ave, Room 213, Ellensburg, WA 98926 ("Customer"), and describes the terms and conditions pursuant to which equivant shall provide software maintenance services to Customer for certain Software (as defined below). Whereas, equivant and Customer are parties to a Software License Agreement pursuant to which Customer has licensed certain software products ("Software") from equivant. Software expressly excludes software licensed by a third party; Whereas, the Software paid-up license fee includes a warranty without charge as set forth in the Software License Agreement. In addition, support and maintenance ("Maintenance") for the Software is available. Maintenance includes bug fixes and telephone support and may include, if they are made available by equivant, software updates and enhancements; and Whereas, the parties wish to set forth the terms and conditions upon which the parties have agreed Maintenance will be provided to the Customer for the Software, and to which the Customer, at its option, may subscribe annually to Maintenance from equivant. Except as expressly provided in this Agreement, equivant does not provide Maintenance for third party software that is licensed by a party other than equivant. Therefore intending to be legally bound, the parties hereby mutually agree to the following terms: 1. TERM Maintenance shall commence on the Effective Date, and shall have an initial term of twelve (12) months ("Initial Term"). The term shall automatically renew each year thereafter on the anniversary of the Effective Date for an additional twelve (12) month period ("Subsequent Term") unless terminated as set forth below. 2. SCOPE OF MAINTENANCE SERVICES equivant will provide the Maintenance as described in the Maintenance Terms attached hereto and labeled as Exhibit A. equivant will provide tier one support for third party software purchased from equivant, tier two and three support and revisions and upgrades will be provided by the manufacturer of such third party software. Tier one, tier two and tier three support is defined as: Rev. 06022016 Tier I: Is the initial support level responsible for basic customer reported issues. It is synonymous with first line support and denotes use support. A Tier I (equivant) customer care specialist will gather the customer's information and determine the customer's issue by analyzing the symptoms and will attempt to identify the root cause of the underlying problem. If the root cause is a basic use issue the assigned customer care specialist will attempt to remediate the issue before escalating the issue to a higher level. If the reported issue is a technical issue the assigned customer care specialist will escalate the issue to a higher level. Tier II: This is a more in-depth technical support level provided by personnel with additional experience and knowledge of the product. Manufacturer technicians 1 of 13