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SCHEDULE C <br />SCPDC SOFTWARE LICENSE AND SERVICE AGREEMENT <br />MAINTENANCE AND SUPPORT <br />DEFINITIONS <br />1.1 "SUPPORT CALL (TIER 1)" means a reported problem in the SCPDC Software which is <br />not affecting the Software's ability to perform substantially in accordance with the user <br />documentation but requires correction. <br />1.2 "SUPPORT CALL (TIER 2)" means a reported problem in the SCPDC Software, not <br />considered as a Level I support problem as defined in 1.1 above, which causes serious disruption <br />of a function or affects daily processing of permits. <br />1.3 "SUPPORT CALL (TIER 3)" means a reported problem in the SCPDC Software or a <br />material functional component which causes the system to be down and not serving as designed, <br />or has a significant revenue or operational impact, with no obvious work -around. <br />1.4 "RESPONSE TIME" means the elapsed time between the receipt of a service call and the <br />time when SCPDC begins the Maintenance and Support, including a verbal or written confirmation <br />to the Licensee thereof. <br />1.5 "RESPONSE CENTER AND CONTACT PROCEDURE" shall mean: <br />Address <br />5058 West Main Street <br />Houma, LA 70360 <br />Contact Information <br />Tel: 1 866 957 3764 <br />Ryan Hutchinson, <br />Chief Technology Officer <br />Hours of Operation <br />7:00 a.m. to 6:OOPM CST <br />E-mail: support( scpdc.org <br />1.6. "SYSTEM AVAILABILITY" amount of time over a one-year period that the Software <br />and system resources are available for Licensee's use. <br />2. TERM AND TERMINATION. SCPDC's provision of Maintenance and Support to <br />Licensee will commence on the Effective Date and will continue until the Agreement is terminated. <br />3. MAINTENANCE AND SUPPORT SERVICES. Maintenance and Support will be <br />provided only with respect to use of the versions of the Software that are being supported by <br />SCPDC. SCPDC will provide multi -site backup of Licensee Data. SCPDC will provide 24-hour <br />emergency service support, after hours cell numbers are accessed through the IVR menu, for. <br />Page 17 of 21 <br />