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<br />City of Sunny Isles BeaC11 <br /> <br />18070 Collins A venue, Sunny Isles Beach, Florida .33160 <br />(305) 947-0606 phone (305) 949-3113 Fax <br /> <br />SECTION 3 <br />SCOPE OF SERVICES <br /> <br />3 .1 During the Agreement Term, SunGard shall render the following services in support of <br />the Licensed Program, dLUing Coverage Hours, subject to the compensation fixed for <br />each type of service in SunGard's CLUrent rate schedule: <br /> <br />a. SunGard shall maintain a program control center capable of receiving by <br />telephone any operator reports of system irregulmities. <br />h, SunGard shall maintain a telephone hot line that allows Customer to report system <br />problems and seek assistance in use ofthe Licensed Program.. <br />c SunGard shall maintain a trained staff capable of rendering the services set forth <br />in this Agreement <br />d, SunGmd shall be responsible for using all reasonable diligence in correcting <br />verifiable and reproducible Errors when reported to SunGard in accordance with <br />SunGard's standard reporting procedures SunGmd shall, after verifying that such <br />an Error is present, initiate work, within Response Time, in a diligent manner <br />toward development ofan ElI'or Correction. Following completion of the Error <br />Correction, SunGard shall provide the Error Correction through a "temporary fix" <br />consisting of sufficient programming and operating instructions to implement the Error <br />Correction and SunGard shall include the ElI'or Correction in all subsequent Releases of <br />the Licensed Program. SunGard shall not be responsible for correcting Errors in any <br />version of the Licensed Progr am other than the most recent Release of the Licensed <br />Program. SunGard shall continue to support prior Releases superseded by recent Releases <br />for a reasonable period sufficient to allow Customer to implement the newest Release, not <br />to exceed 180 days. <br />e SunGard may, from time to time, issue new Releases of the Licensed Program to its <br />customers generally, containing Error Corrections, minor Enhancements, and, in certain <br />instances if SunGard so elects, major Enhancements SunGard shall provide Customer <br />with one copy of each new Release, without additional char'ge.. SunGard shall provide <br />reasonable assistance to help Customer install and operate each new Release, provided <br />that such assistance, if required to be provided at Customer's facility, shall be subject <br />to the supplemental chmges set forth in SunGard's current rate schedule, as mutually <br />agreed to by S unGard and Customer. <br />f Subject to space availability and training fees, Customer may enroll its employees in <br />SunGard's training classes <br />g. SunGard shall consider and evaluate the development of Enhancements for the specific <br />use of Customer and shall respond to Customer's requests for additional services <br />pertaining to the Licensed Program (including, without limitation, data conversion and <br />report-formatting assistance), provided that such assistance, if agreed to be provided, shall <br />be suqject to supplemental charges mutually agreed to by SunGmd and Customer.. <br />h SunGard's software support is intended exclusively for SunGard's Licensed Program(s); <br />however, SunGard can optionally provide first line support for selected operating systems <br />where SunGard has an agreement with the supplier. If the Customer elects to contract <br />with SunGard for this service, SunGard shall first evaluate the system and submit a written <br /> <br />4 <br /> <br />C0506-45-2 SunGard licensed Program(s) Support Consultant Agreement <br /> <br />SIB <br />