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CIVIC SUPPORT AGREEMENT <br />This Support Agreement is made by and between the CITY OF ORONO (client), 2750 Kelley Parkway, Crystal Bay, MN <br />55323, and CIVIC SYSTEMS, LLC (Civic), Ten Terrace Court, Madison, Wisconsin 53707-7398. <br />TERMS AND CONDITIONS <br />1. DEFINITIONS <br />For purposes of this Civic Support Agreement, the subsequent capitalized terms will have the following <br />meanings: <br />A. "Client" — Will denote the CITY OF ORONO, MN. <br />B. "Civic" — Will denote Civic Systems, LLC. <br />C. "Services" — Will denote services related to software training, onsite implementation assistance, and <br />conversion services, as more specifically set forth in the "Conversion Services" attached hereto as Attachment <br />«B„ <br />D. "Software" — Will denote end user computer programs and modules purchased by the Client from Civic, as <br />more specifically set forth in the "Cost Detail' attached hereto as Attachment "A". <br />E. "Product' — Will denote any goods or services produced by a third -party entity other than Civic. <br />2. TERM <br />The initial term of this Support Agreement is for a period of 1 year(s) from the effective date. The effective date is defined <br />as the date the first module is implemented and considered "live". Upon expiration of the initial term of the Support <br />Agreement, it shall be deemed renewed with the same terms and conditions for further successive periods of one (1) year(s) <br />unless either party has given the other party written notice not less than thirty (30) days prior to the expiration of the initial <br />term or subsequent renewal term(s). <br />3. CHARGES <br />Civic will invoice client on the effective date and semi-annually thereafter. Invoices are sent in December for Support <br />services rendered in the subsequent six (6) months for January through June. Invoices are sent in June for Support <br />services rendered in the subsequent six (6) months for July through December. All invoices are due within 30 days of the <br />invoice date. Invoices not paid within 30 days are subject to 1.5% interest per month or an annual interest rate of 18% per <br />year. Civic will cease any and all Support services for any invoice not paid within 90 days until payment is made in full. <br />Civic has the right to increase support charges at each anniversary or the effective date. Written notice of such increases shall <br />be given to client not less than thirty (30) days before the anniversary of the effective date. <br />4. SERVICE HOURS <br />Civic will provide telephone and web support service five business days a week, from 8 AM to 5 PM Central Standard Time, <br />excluding nationally recognized holidays. Annual support charges do not cover on-site support. <br />5. SERVICE NOTIFICATION <br />Client shall notify Civic of support tickets, by contacting Civic support and identifying the issue and symptoms. Notification <br />may be made to Civic via telephone, web, e-mail or fax, as outlined below and in any of the methods outlined in the <br />SOFTWARE SUPPORT section below. <br />Telephone: <br />608 240 2600 <br />Toll -Free: <br />800 241 1517 <br />Fax: <br />608 249 1050 <br />E-mail: <br />support@civicsystems.com <br />Website: <br />http://www.civicsystems.com <br />