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r jngi oii.p www.rjn.com <br /> Excellence through Ownership <br /> RJN GROUP,INC.MAINTENANCE AND SUPPORT AGREEMENT <br /> Subject to the following terms and conditions RJN Group,Inc.referred to as "RJN" <br /> agrees to provide to the City of Everett referred to as the"Client"maintenance and <br /> support for CASS WORKS Licenses-Core,Sewer MM(8),Sewer PI (1), Water MM <br /> (8), Storm MM(8),Plant MM(8)and documentation referred to as the"Program" for <br /> operation on the Client's system as indicated below. <br /> 1. TERM OF AGREEMENT <br /> This Maintenance Agreement shall become effective when authorized in writing by <br /> the Client on an annual basis at$15,000.00 per year. Maintenance and Support <br /> services will begin on May 1,2021 and will continue for 1 year. Receipt of payment <br /> by RJN Group,Inc. shall constitute authorization by Client. <br /> 2. AGREEMENT RENEWAL <br /> RJN will provide written notice to the Client within 30 days of expiration of this <br /> Agreement. At that time RJN will provide the Client with information pertaining <br /> to any changes in Program support,cost,and/or scope. <br /> 3. RESPONSIBILITIES OF RJN <br /> For Client's who purchased Oracle licenses through RJN(Application Specific <br /> licenses),RJN will assist in resolving both Oracle errors and application specific <br /> errors.For Client's who purchased Oracle licenses through Oracle(Full Use <br /> licenses),RJN will assist in resolving application specific errors.RJN will provide <br /> the Client with updates and maintenance releases to the Standard Program files that <br /> are initiated by RJN for the client's current version. RJN will provide the Client <br /> with telephone support on a 1-800 toll free telephone line. Telephone,e-mail,and <br /> dial-up support shall be available workdays from 8:00 AM to 5:00 PM CST. RJN <br /> will make every effort to complete all agreed upon maintenance in a timely <br /> manner. If problems cannot be resolved within a reasonable time over the <br /> telephone,RJN will work with the Client to perform the following: <br /> a) Define steps to duplicate and isolate the program or <br /> data issue. <br /> b) Using a remote internet connection to the Client's System,RJN will <br /> attempt to duplicate and isolate the program or data issue. <br /> c) RJN will assist the Client in preparing a Back-Up of the requested program <br /> files and data(Oracle export)for in-house debugging by RJN Technical <br /> Support. <br /> d) At an additional expense,RJN will provide on site assistance on a time and <br /> materials basis to duplicate,isolate, and correct the program or data issue. <br /> 200 West Front Street • Wheaton. IL 60187 • 630.682.4700 • fax 630.682.4754 <br />