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Emergency Visits <br /> If an emergency arises or a visit outside of the normal 16 hours, Key Code can provide an <br /> onsite tech (if available) or phone support with remote dial in. Adding hours back into the <br /> contract is allowed. <br /> - Adding hours, $150/hr. <br /> - Reduced hourly rate <br /> - Waived dispatch fee ($75) <br /> - Some expenses not included (see below) <br /> Covered Technologies <br /> - In Attached Addendum <br /> Service Expectations <br /> This support proposal includes the following Service Level agreements for City of Everett: <br /> 1. Provide normal business hours support <br /> a. Access to M-F 9am EST - 6pm PST support line with on-call <br /> technician available <br /> b. Includes emergency and non-emergency call for: <br /> i. Software Issues and Version Upgrades <br /> ii. Hardware support for systems listed below in covered <br /> products section <br /> iii. Remote and on-site support <br /> c. Major Holidays are not included in coverage <br /> i. Christmas Day <br /> ii. July 4th <br /> iii. Thanksgiving +1 <br /> iv. New Year's Day <br /> v. Memorial Day <br /> vi. Labor Day <br /> 2. Contract Includes Costs for Mileage Associated with scheduled visits <br /> a. Does not include for Airfare, Hotel, Rental Car, or Per-Diem <br /> b. Does not include Travel Costs for out of Seattle onsite visits <br /> c. All Non-Covered T&E will be invoiced at actual cost <br /> d. Cancelation and rebooking fees will apply <br /> 3. Training is not included and will require a separate purchase. <br /> Contract Terms <br /> The contract will begin on a mutually designated period and remain active for 1 year. <br /> Support Contract Information <br /> Service Hotline: 818-303-3980 <br /> Email Support: Support(a�kevcodemedia.com (Email is monitored from 9a —6p) <br /> Call Back Response Time <br /> 9am —6pm response time 5 —20 minutes <br /> ©2021 Key Code Media,Inc. <br /> City of Everett i Support Services I February 26th,2021 Page 1 <br />