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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 continually within normal business hours or as required by Customer to identify the error or issue and provide an applicable fix or workaround as required . All Severity - 2 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 3 - Minor The Software suffers a low impact error or issue ( which is not of Severity 1 or Severity 2 ) which impairs the use of the features of the Software , but the reported error or issue can be reasonably circumvented . InterAct will acknowledge any such reported error or issue within eight ( 8 ) hours after being properly reported to InterAct and will thereafter exercise reasonable efforts within normal business hours to identify the error or issue and provide a mutually agreed upon resolution to the problem . 4 . Response . The severity level of the problems reported by Customer shall be determined by InterAct . InterAct will resolve each reported error or issue with the Software by using commercially reasonable efforts to provide : ( i ) an object code patch to the Software or other permanent fix as necessary ; or ( ii ) a mutually acceptable reasonable workaround for the error or issue ; or, if either ( i ) or ( ii ) are not reasonably practicable , a specific action plan regarding how InterAct intends to address the reported error or issue and an estimate on how long it may take to correct or workaround the error or issue . Customer agrees to use commercially reasonable efforts to assist and provide information to InterAct as required resolving errors or issues with the Software reported by Customer . In the event InterAct fails to meet its obligations under this Section , InterAct will provide a root cause analysis including definition , corrections and process improvement plan . If a permanent repair cannot be made , a temporary resolution ( bypass and recovery ) will be implemented to the extent possible . 5 . Covered Errors . Software Maintenance covers any issue or problem that is the result of a verifiable , replicable error ( InterAct will use all reasonable means to verify and replicate ) in the Software ( " Verifiable InterAct Issue " ) , An error will be a Verifiable InterAct Issue only if it constitutes a material failure by the Software to function in accordance with the applicable Documentation and is not the result of a modification to the Software not provided by InterAct or the combination of the Software with Customer' s equipment or software and/ or third party software or equipment , unless such equipment or software was expressly specified in the Software Documentation for interoperability with the Software . Maintenance will only be available if Customer has installed all updates and upgrades provided by InterAct . If Technical Support determines that Customer's problem is not caused by the Software , or is otherwise outside InterAct 's reasonable control , InterAct is not obligated to provide Software Maintenance under this Agreement . Nevertheless , InterAct may , if possible , offer suggestions as to how Customer can remedy the problem . If InterAct determines that the issue or problems was not the result of a Verifiable InterAct Issue , InterAct may charge , and Customer agrees to pay InterAct for its time and expenses at InterAct 's then current rates for out of scope support . 6 . Additional Support . Technical Support may also determine that Customer's request is a request for " Additional Support . " Additional Support is any assistance not covered above . Examples of Additional Support include substantive questions regarding data or results , requests for Software customization , specialized training regarding use of the Software , custom documentation and consulting . If InterAct believes that it can appropriately and effectively provide the requested services , it will do so at its then - current rates upon its standard terms . 7 . Customer' s Responsibilities . a . Customer shall initiate all requests for Software Maintenance . A Representative of the Customer must be present at the location during the performance of any Software Maintenance if required . Customer may add additional contacts to the list to the Software Maintenance contacts shall be named and identified on each Order Form . b . In the event that Customer and InterAct have agreed that InterAct will provide any installation services , Customer agrees to assist in the provision of such installation services . c . Customer accepts sole responsibility for any compatibility problems between the Software and any other application software or non - current software programs not maintained or supported by InterAct . d . Customer shall provide InterAct with secure high speed remote access with a static internet IP address , to all servers and work stations running the Software , with firewall protection between the CAD network and the internet . Customer will grant access rights to all InterAct personnel so designated by InterAct as authorized by InterAct to need access rights . The VPN solution employed by the Customer must support the Cisco VPN client and/ or the Windows VPN client . e . Customer shall at all times maintain protection against network virus , worms and other external threats to the Software . 11 InterAct Public Safety Systems Master Purchase , License & Services Agreement v3 . 0 FCFM -0011 - 1 (2011 -05- 06 )