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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 f . It shall be the responsibility of the customer to maintain all operating system and firmware updates , including version releases , patches and service packs for any Third Party Software that has been installed by InterAct . 8 . Submitting a Request / Obtaining an Answer . At the time of Customer's initial call or e - mail , please prepare to provide : a . Contact name , company name and Software Customer is using ; b . The type of browser ( with release version ) and hardware Customer is using ; c . Telephone number and alternate method of contact ( i . es a pager number or email address ) ; d . A concise description of Customer 's problem or question ; e . The circumstances under which the problem does or does not occur; and f . Specific error messages , error numbers , log files and program numbers . For new cases , a InterAct Customer Support Specialist will use the following process to assist Customer with a new case ( problem ) : a . Document the supplied information ; b . Document Customer's questions or issues ( symptom and function in which it occurs ) ; c . Answer Customer's questions or have Customer run tests to further identify and isolate the problem ; and d . Research the problem and provide resolution according to the aforementioned guidelines . g . Cessation of Services for Software . As InterAct releases new versions of the Software , InterAct reserves the right to discontinue or modify the terms of the Software Maintenance support described herein for all non - current versions . InterAct shall provide at least ninety ( 90 ) days notice of such discontinuance or modification ; provided however, that InterAct will continue to support the version immediately preceding the then - current version of the Software for a period of no less than twelve ( 12 ) months from the release of the then - current version . InterAct shall have no obligation to renew the offering of Software Maintenance after expiration of any Software Maintenance Period . 10 , Limitation . This Software Maintenance Guide states Customer' s sole and exclusive remedies and InterAct 's sole and exclusive responsibilities with respect to Software Maintenance of any InterAct Software . 12 InterAct Public Safety Systems Master Purchase , License & Services Agreement v3 . 0 FCFM -0011 - 1 ( 2011 -05-06 )