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Content <br /> 1. GENERAL INFORMATION 3 <br /> 2. DEFINITIONS 3 <br /> 3. DESCRIPTION OF THE EXPECTED SERVICE 3 <br /> 4. MANAGEMENT SOFTWARE UPGRADES AND UPDATES 4 <br /> 5. TROUBLESHOOTING AND CORRECTING PROGRAMMING ERRORS 4 <br /> 6. SERVICE CALLS 4 <br /> 7. FOLLOW-UP OF SERVICE CALLS 5 <br /> 8. TERMS OF SERVICE 5 <br /> 9. ESCALATION PROCESS 5 <br /> 10. ABANDONMENT OF MANAGEMENT SOFTWARE SUPPORT 5 <br /> 11. COMMITMENT TO CONFIDENTIALITY 5 <br /> 12. STATEMENT OF INTENT 6 <br /> 13. OBJECTIVES OF SUPPORT SERVICES AGREEMENT 6 <br /> 14. TERM OF AGREEMENT 6 <br /> 15. SOFTWARE ACCEPTANCE TEST PROCEDURE 6 <br /> 16. SERVICE LEVELS 6 <br /> 17. LEVELS OF SEVERITY AND RESPONSE TIME 8 <br /> 18. GTECHNA SUPPORT HOURS OF SERVICES 9 <br /> 19. EQUIPMENT REPAIR(RMA) 9 <br /> 20. EQUIPMENT UPDATES 9 <br /> 21. SOFTWARE UPDATE 10 <br /> 22. GTECHNA PRIMARY RESPONSIBILITIES 10 <br /> 23. CLIENT PRIMARY RESPONSIBILITIES 10 <br /> 24. COMPLAINTS 11 <br /> 25. SSA EQUIPMENT EXCLUSIONS 11 <br /> 26. SSA SOFTWARE EXCLUSIONS 11 <br /> 27. OTHER SSA EXCLUSIONS 12 <br /> ANNEX"A"—GTECHNA CONTACT INFO&ESCALATION 12 <br /> ANNEX"B"—CUSTOMER SPECIFIC 12 <br /> City of Everett/Gtechna Software Agreement <br /> Page 26 7/25/2018 <br />