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2017-Support Services Agreement <br /> 7. Follow-up of service calls <br /> All Incidents detected by users must be reported to GTechna. During and after each intervention,as soon as possible, <br /> information concerning the tracking and resolution of the Incident is made available to the Client via a website. This site <br /> contains the following information: <br /> • The Customer's request for intervention; <br /> • G'I'echna's intervention number; <br /> • The identification of the equipment or software and the source of the problem; <br /> • The date and time of the opening of the application; <br /> • The date and time the application was closed; <br /> • A brief description of the Incident; <br /> • And the solution. <br /> 8. Terms of service <br /> During a service call or when an Incident is reported,the Customer assigns a priority level to the problem according to the <br /> classification determined in the SLA section. <br /> Note 1:The maximum call-back time and the maximum start-up time are calculated from the moment the Customer opens <br /> a service call at GTechna. <br /> Note 2:The maximum delay for return to service is calculated from the start of the intervention. <br /> Note 3:A component is considered to be"put back into service"when it has been restored by GTechna and has been <br /> confirmed by the customer. <br /> 9. Escalation process <br /> GTechna offers an escalation process for the two highest severity levels of Incidents to cover any serious problems that <br /> cannot be supported by the normal service process.GTechna has identified the resources to be contacted when the <br /> escalation process is initiated.The process is described in the SLA section. <br /> 10. Abandonment of management software support <br /> In the event that any version of the software sold to the Customer is no longer supported,GTechna agrees to notify <br /> Customer in writing one(1)year in advance so that Upgrade(migration)and which may entail costs. <br /> 11. Commitment to confidentiality <br /> GTechna and its employees may have physical or electronic access to the Customer's data. In these circumstances,GTechna <br /> and its employees undertake to ensure the confidentiality of the Customer's information and not to use this information for <br /> any purpose other than for carrying out the work authorized by the Client under this agreement of support. <br /> City of Everett/Gtechna Software Agreement <br /> Page 29 7/25/2018 <br />