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<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 />19 "LICENSED PROGRAM RELEASES." New versions of the Licensed Program, <br />which new versions may include both Enor Corrections and Enhancements, <br /> <br />1.10 "SYSTEM ADMINISTRATOR." An agent of Customer with sufficient training andlOl <br />experience with the Licensed Program to communicate effectively with the SunGard <br />S UppOlt personnel.. <br /> <br />1.11 "MAJOR APPLICATION PROBLEM." The Licensed Program is not functioning to <br />the point that the Licensed Program is the cause of the Customer not being able to enter <br />CAD calls, dispatch units, or update unit status in the Base CAD system, Therefore, the <br />Base CAD system is down 01 non-operational because of the Licensed Program as <br />determined by SunGard <br /> <br />1.12 "MINOR APPLICATION PROBLEM." The Licensed Program functions with <br />inconveniences or programmatic error; however, the Licensed Program has not stopped <br />Customers' daily operations <br /> <br />1 13 "NON APPLICATION PROBLEM" is a problem, which is determined by SunGard to <br />have been caused by a source other than the Licensed Program, such as hardware failure, <br />network malfunction, etc, <br /> <br />SECTION 2 <br />ELIGIBILITY FOR SUPPORT <br /> <br />To be eligible for SUPPOlt for a Licensed Pr ogram, Customer must meet the following <br />requirements Acceptance of this Agreement by SunGard is conditioned upon confirmation by <br />SunGald that the Licensed Program is eligible for support, SunGard's Execution of the License <br />Program Agreement shall serve as written confirmation to Customer that SunGard's Licensed <br />Program is eligible fOl support. <br /> <br />To be eligible for SUppOlt for a Licensed Program, Customer must meet all of the following <br />requirements: <br /> <br />a Customer has a valid Software License Agreement for the Licensed Program. <br />b. Customer has a System Administrator. <br />c. The hardware configuration on which the Licensed Program is to be used is <br />sUPPOlted by SunGard. <br />d. Customer is, and remains, in compliance with the schedule of payments. <br /> <br />SunGard shall notify Customer if SunGard determines that the System Administrator does not <br />have the training or experience necessary to communicate effectively with the SunGard SUppOlt <br />personnel SunGard may recommend that Customer appoint a new System Administrator. <br /> <br />3 <br /> <br />C0506-45-2 SunGard licensed Program(s) Support Consultant Agreement <br /> <br />SIR <br />