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<br />City of Sunny Isles Beach <br /> <br />18070 Collins Avenue, Sunny Isles Beach, Florida 33 160 <br />(305) 947-0606 phone (305) 949-3113 Fax <br /> <br />a. Any hardware failure including, but not limited to, failure caused by wiring, multiplexers, <br />modems, phone lines, power, or connectors. Also, any hardware limitations due to <br />insufficient memory, disk storage or processing power. <br />b. Any problems caused by hardware failure. <br />c. Any work required to restore or recover the operating system and/or data files. <br />d. Any problem caused by an operator. <br />e. Configuring, maintaining, and upgrading the operating system including, but not limited <br />to, backups and restores, fixes, and patches. <br />f. Any problems caused by incorrectly installed, configured, or maintained operating <br />system, or versions of the operating system not supported by SunGard. <br />g. Problems with, or caused by any software not supported by SunGard, including, but not <br />limited to, SNA, word processors, terminal emulators, etc. <br />h. System software installations made by the Customer without authorization of SunGard <br />such as installing a new Windows SQL version. <br /> <br />SECTION 4 <br />OBLIGATION OF CUSTOMER <br /> <br />4.1 Customer shall provide, without charge to SunGard, access to its facilities in connection <br />with the performance of SunGard of its obligations hereunder. Unless service is initiated <br />by Customer, no less than forty-eight (48) hours prior notification shall be given to <br />Customer when access is required by SunGard. <br /> <br />4.2 Customer must provide SunGard with information sufficient for SunGard to duplicate the <br />circumstances under which a Problem in a Licensed Program became apparent. <br /> <br />4.3 Customer must maintain a current license of PC AnyWhere, a dedicated 56 KB modem <br />and data set connected to the direct dial network near each Application Server used with <br />a Licensed Program being maintained by SunGard hereunder and provide access to a <br />voice grade local telephone. The Customer is responsible to reimburse SunGard for all <br />long-distance toll charges when connected to their network via modem or provide the <br />resources necessary for SunGard to access the Customer's system via the Internet at no <br />cost to SunGard. A current license of PC AnyWhere, a dedicated 56 KB modem and data <br />set connected to the Message Switch server is required. <br /> <br />4.4 A representative of Customer must be present when anyon-site support is provided. <br />SunGard shall schedule the on-site service appointment with Customer prior to the <br />SunGard representative's arrival at Customer site to deliver on-site services. Customer <br />agrees that if such representative is not present when the SunGard representative arrives <br />on site, no work will be performed and Customer will be charged for such SunGard <br />representati ve. <br /> <br />4.5 All communications by Customer to SunGard must be in the English language. <br /> <br />6 <br /> <br />C0506-45-2 SunGard Licensed Program(s) Support Consultant Agreement <br /> <br />SIB <br />