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with necessary information to diagnose and resolve software problems. Should the Client decide to <br />decline these remote tools, Granicus cannot guarantee optimal level of service due to limited access to <br />Granicus Hardware. Client understand that should they decide to use internal methods of access, such as <br />VPN, Client may need to assist Granicus technicians for remote accessibility during business hours as <br />well as after hours in the event Granicus technicians are unable to access remote Granicus systems. <br />8. Purchased Hardware Warranty. For Hardware purchased from Granicus by Client, Granicus will <br />provide to Client a three (3) year warranty with respect to the Hardware. Within the three (3) year <br />warranty period, Granicus shall repair or replace any Hardware provided directly from Granicus that fails <br />to function properly due to normal wear and tear, defective workmanship, or defective materials. <br />9. Use of Non -Approved Hardware. The Granicus platform is designed and rigorously tested based <br />on Granicus-approved Hardware. In order to provide the highest level of support, Granicus requires the <br />use of Granicus-approved Hardware in your solution. While it is Granicus' intention to provide all clients <br />with the same level of customer care and continuous software upgrades, Granicus does not make any <br />guarantees or warranties whatsoever in the event Client uses non -approved hardware. <br />10. Client Changes to Hardware Prohibited. Client shall not install any software or software <br />components that have not been agreed upon in advance between Client and Granicus technical staff. <br />While it is Granicus' intention to provide all clients with the same level of customer care, Granicus does <br />not make any guarantees or warranties whatsoever regarding the Hardware in the event Client violates <br />this provision. <br />GRANICUS, INC. SERVICE AGREEMENT 14 Version 5.9.1 <br />