Opening of Proposals - Utility Billing System - Tyler Technologies, Inc - Part 2

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� 0 remotely. Currently, wveuse ath|nd-pairtysecure unattended connectivity tou called Bmmgar,aswell a» / GotoAssbt by [itdx. Therefore, you agree to maintain high-speed hotemnetconnection capable of connecting untnyour PCs and perver(s). You agree to provide, uywith a login account and local administrative privileges esvvemay reasonably require to perform remote services. We will, at our option, use the secure connection toassist with proper diagnosis and resolution, subject to any reasonably applicable security protocols, |fwecannot resolve msupport issue remotely, *emay berequired toprovide onsitesem|ces. In such event, we will be responsible for our travel expenses, unless it is determined that the reason oms|tesupport was required was areason outside our control. Either way, you agree toprovide us with full and free access to the Tyler Software, working space,adequate facilities within a reasonable distance from, the equipment, and use ofmachines, attachments, features, orother equipment reasonably necessary for us to provide the maintenance aind su,pport services, all at no charge to us. We strongly recommend that you also maintain a, VPNfor backup connectivity purposes. 5. Hardware and Other Systems, If you are a self -hosted customer and, in the process of diagnosing a software support issue, it is discovered that one of your peripheral systems or other software is the cause of the issue, we will notify you so that you may contact the support agency for that peripheral system. We cannot support ormaintain Third Party Products except as expressly set forth }mthe Agreement. |norder for us to provide the highest level of software support, you bear the following responsibility related to hardware and software: (a)All infrastructure executing Tyler Software shall bemanaged by you; (b) You will maintain support contracts for all non -Tyler software associated with Tyler 5oftwaine(including ` operating systems and database management systems, but excluding Third -Party Software, if any); and � (c) You will perform daily database backups and verify that those backups are success,fuil. 6. Other Excluded Services. Maintenance and support fees donot include fees for the following services: (a:) initial installation or implementation of the Tyler, Software; (b) onsite maintenance and support (unless Tyler cannot remotely correct a Defect in the Tyler Software, as set forth above); (c) application design; (d) other monsu|1iim8oea/ineu;(e)moimtenennmendouppVrtofanoperatingsys&emomrhumdxvaoe,um|eusyouanea hosted customer; (f) support outside our normal business hours as listed in our then -current Support Call Process; or(g) installation, teim)mgservices, nrthird party product costs related 1oe new release. Requested maintenance and support services such as those outlined in this section will be billed to you on a time and materials basis at our then current rates, You must request those services with at least one (1) weeks' advance notice. 7. Current Support Call Process. Our current Support Call Process for the Tyler Software battached tothis Exhibit C at Schedule 1. .a� �u� er 00