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<br />Consulting Services Agreement between City of San Leandro and Last revised June 26, 2020 <br />Ethosoft, Inc. for Laboratory Information Man agement System Exhibit A – Page 9 of 10 <br /> <br />Ethosoft invoices the fees on an annual basis. The Client may on ly reduce the number of Users at the <br />end of each year of service upon 60 days' prior written notice to Ethosoft. Additional users may be <br />added at any time during the year and any associated fees will be added to the contract amount at <br />that time. <br />License. Ethosoft shall provide X-LIMS software licenses for the number of Users in Exhibit B. A <br />"Concurrent User" is (a) an individual authorized by Client to use the software instance through the <br />assignment of a specific user login and is currently logged into the system. Use of the software shall <br />be subject to the terms of the Ethosoft Cloud Services Agreement. <br /> <br />G. Ethosoft Service Level Policies <br /> <br />1.0 Software Support Schedule <br /> <br />1.1 Ethosoft shall provide software support unlimited email and telephone from 7 a.m. through <br />4 p.m. (Pacific Time) Monday through Friday, except for Holidays. <br />1.2 Ethosoft’s software support shall not be available on following holidays: New Year's Day; <br />Memorial Day; Independence Day; Labor Day; Thanksgiving Day; the day after <br />Thanksgiving and Christmas Day. <br />1.3 Hours may be limited on other national holidays and/or days preceding or following certain <br />holidays. Ethosoft shall notify the Customer two weeks’ in advance if normal support times <br />are to be changed on such days. <br />2.0 Hardware Uptime <br /> <br />2.1 Cloud hardware and software is guaranteed to have 99.9% uptime availability. <br />2.2 Ethosoft has the right to take cloud servers off-line after normal customer business hours <br />for a reasonable amount of time for maintenance and/or application of software updates. <br />Such down time will not count towards the 99.9% uptime availability. If the Cloud server <br />will be down for extended periods of time, Ethosoft will notify the customer at least two <br />weeks in advance. <br />3.0 Service Response Times <br /> <br />DocuSign Envelope ID: 0FAAC8A1-7B66-41D1-8DBF-9ED853BC0612