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FIRST ADDENDUM EXHIBIT A To Agreement between Colossus , Incorporated , d / b/a InterAct Public Safety Systems and Indian River County , Florida InterAct Public Safety Systems EXHIBIT A : Software Maintenance Guide SUPPORT FOR INTERACT SOFTWARE This Software Maintenance Guide sets forth the terms , conditions and procedures under which maintenance and support ( " Software Maintenance " ) is offered for InterAct 's proprietary Software products . Software Maintenance for specified Software shall be purchased by Customer using an Order Form . Unless otherwise specifically agreed in the applicable Order Form , InterAct does not support Third Party Software or Project Deliverables and thus references to " Software " in this Software Maintenance Guide shall not be deemed to include Third Party Software or Project Deliverables . Capitalized terms not otherwise defined herein shall have the meaning ascribed to them in the Master Purchase , License & Services Agreement between the parties ( the " Agreement" ) to which this Software Maintenance Guide is attached as an Exhibit . 1 . General a . Scope . Software Maintenance will consist of : ( i ) reasonable telephone support ; ( ii ) commercially reasonable efforts to correct errors necessary to keep the Software in substantial conformance with the applicable Documentation ; and ( iii ) any updated , release versions of the Software provided by InterAct to its general customer base subscribing to Software Maintenance . Software Maintenance will not include : ( i ) assembly , set - up , installation or configuration of hardware and software ; ( ii ) consultation , error correction or research with respect to Customer- created documents and information ; and ( iii ) any other separately - priced services InterAct does not generally provide as part of Software Maintenance , Software Maintenance is contingent upon Customer's compliance with its obligations set forth in Section 7 below . b . Representative . The Representative designated in the Order Form will be InterAct 's contact for communicating with InterAct concerning Software Maintenance , or making any other request or providing any notice . Customer may change the Representative upon notice to InterAct . 2 . Customer Support a . Technical Support . Customer will have access to InterAct 's technical support personnel ( "Technical Support " ) twenty - four ( 24 ) hours a day , seven ( 7 ) days a week . Communications with Technical Support may be via telephone or e - mail . InterAct provides a single entry point of contact that routes requests/ problems to the appropriate Technical Support . In addition to the support obligations listed above , InterAct shall provide the following support twenty ( 24 ) hours a day , seven ( 7 ) days a week : ( a ) pager support for Severity 1 level issues ; and ( b ) web - based support . b . Technical Support Contact Points . Please see below for the contact information and standard business hours of operation for Customer Support . Hours : 24 Hours per day , seven ( 7 ) days per week , 365 days per year Phone : Toll Free 800 -274-2911 Email : TechnicalSupport@interactsys . com 3 . Severity Levels . Technical Support shall prioritize problems/ requests according to the severity levels set forth below . InterAct will use commercially reasonable efforts to respond according to the Response Specifications set forth below with respect to the Severity Level assigned to the problem : Severity 1 — Critical The Software suffers an error or issue in a production down situation which cannot be reasonably circumvented and which so substantially impairs the performance of the Software or any components of the Software , which are critical to the Customer's business as to effectively render them unusable . InterAct will acknowledge any such reported error or issue within thirty ( 30 ) minutes after being properly reported to InterAct and InterAct will thereafter work twenty - four ( 24 ) hours a day , seven ( 7 ) days a week to identify the error or issue and provide an applicable fix . All Severity - 1 Errors are reported to the shift supervisors in Customer Support and Product Engineering and with regular status reports to appropriate management personnel until resolved . Severity 2 — Serious The Software suffers an error or issue , which cannot be reasonably circumvented , and which substantially impairs the use of one or more portions or features of the Software required by Customer to perform necessary business functions but does not effectively render the Software unusable as a whole . InterAct will acknowledge any such reported error or issue within two ( 2 ) hours after being properly reported to InterAct and , if Customer is using the Software in production , will thereafter work0 InterAct Public Safety Systems Master Purchase , License & Services Agreement v3 . 0 FCFM -0011 - 1 ( 2011 -05-06 )