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<br /> <br />Consulting Services Agreement between City of San Leandro and Last revised 3/23/21 <br />CivicPlus, LLC for Website Update Project Exhibit B – Page 8 of 10 <br /> <br /> <br />Support and Maintenance <br />Support Services <br />Consultant’ on-site support team is available from 7:00 am to 7:00 pm CT to assist Citys with any questions, <br />concerns or suggestions regarding the functionality and usage of Consultant’ CivicEngage and associated <br />applications. The support team is available during these hours via Consultant’ toll-free support number and e- <br />mail. Support personnel will respond to calls as they arrive (under normal circumstances, if all lines are busy, <br />messages will be returned within four hours; action will be taken on e-mails within four hours), and if City’s <br />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 City points-of-contact, with members of <br />both Consultant’ project management and support teams available for urgent requests. Emergency support is <br />provided free-of-charge for true emergencies (ie: website is down, applications are malfunctioning, etc.), <br />though Cityity may incur support charges for non-emergency requests during off hours (ie: basic functionality / <br />usage requests regarding system operation and management). The current discounted rate is $175/hour. <br />Consultant maintains a customer support website that is accessible 24-hours-a-day with an approved City username <br />and password. <br /> <br />Service Escalation Process <br />In the event that Consultant’ support team is unable to assist City with a request, question or concern, the <br />issue is reported to the appropriate Consultant department. <br />City requests for additional provided services are forwarded to Consultant’ City Care personnel. <br />City concerns/questions regarding CivicEngage or associated application errors are reported to Consultant’ <br />technical team through Consultant’ issue tracking and management system to be addressed in a priority order to be <br />determined by Consultant’ technical team. <br />All other requests that do not meet these criteria will be forwarded to appropriate personnel within CivicPlus Level <br />Agreement <br />Consultant will use commercially reasonable efforts to make the CivicEngage available with a Monthly Uptime <br />Percentage (defined below) of at least 99.9%, in each case during any monthly billing cycle (the “Service <br />Commitment”). In the event Consultant does not meet the Service Commitment, City will receive a Service <br />Credit as described below. <br />DocuSign Envelope ID: E99D2A46-2E56-4E25-BA13-EFF4879851FC