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<br />1- <br /> <br />City of Sunny Isles Beach <br /> <br />18070 Collins Avenue, Sunny Isles Beach, Florida 33160 <br />(305) 947-0606 phone (305) 949-3113 Fax <br /> <br />confirmation to Customer advising Customer of SunGard familiarity with the other <br />vendor's system and SunGard's ability or inability, to provide technical support If Parties <br />enter into an agreement to provide technical support for another vendor's system, SunGard <br />shall make a good faith effort to find solutions to operating system problems However, <br />Customer must be aware of the following facts: <br /> <br />1 . In some cases, Customer is in a much better position to deal with operating system <br />issues because they are on-site and because of technical expertise they may have, In these <br />cases, SunGard recommends that they work directly with the appropriate operating <br />system vendor on these matters. SunGard will still be available to provide assistance <br />whenever needed. <br /> <br />2, SunGard is required to work with the company that supplied the operating system. If <br />that company fails to provide quality support, SunGard will not be able to provide quality <br />support to our customers. <br /> <br />3. Some operating system problems can only be solved on-site If and when this <br />situation occurs, SunGard personnel will travel to Customer's site with Customer's <br />approval Customer will be billed according to the SunGard's professional services fee <br />Schedule Plus the Customer will be billed for travel expenses and comprehensive per <br />diem All costs shall be pre-approved by Customer prior to delivery of on-site services. <br /> <br />4 In the event that a bug is identified in the operating system, SunGard will <br />immediately report the problem directly to the provider. SunGard will advise Customer <br />of vendor's schedule for fixing the problem <br /> <br />5" If enhancement requests are made to SunGard for changes to the operating system, <br />SunGard will pass them along to the provider SunGard can make no commitments as to <br />when, or if~ the enhancements will be included in future releases <br /> <br />6. SunGard will provide assistance with operating system upgrades via phone but <br />Customer is responsible for obtaining the upgrade from the vendor and paying any <br />required fee.. <br /> <br />7 Most operating system upgrades require on-site assistance The fee for on-site <br />assistance is not included with SunGard software support, SunGard shall not deliver on- <br />site services to Customer until such fees are pre-approved by Customer. <br /> <br />8., SunGard must approve all operating system upgrades in advance to verity that the <br />upgrade is necessary and compatible with the SunGard Licensed Prograrn(s). <br /> <br />.3.2 The following items are specifically not covered by this Agreement: <br /> <br />5 <br /> <br />C0506-45-2 SunGard licensed Program(s) Support Consultant Agreement <br /> <br />SIB <br />