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<br />&~ <br /> <br />35807 Moravian Drive <br />Clinton Twp., MI 48035 <br />Ph: (586) 469-4200 <br />Fx: (586) 469-4867 <br />www.rcsvstemsinc.com <br /> <br />Providing Business Solutions Since /9851 <br /> <br />Support Contract <br /> <br />The Support Contract will cover: <br /> <br />. Phone, email and remote support to answer any questions in regards to ReCPro TM. RCS will not provide <br />support for any other software or hardware that you are using. Phone support is NOT to be used for <br />training. If it becomes evident that your staff needs more training, we will recommend a training session <br />with our training staff. <br /> <br />· Downloadable patches that will correct "bugs" that are identified by your staff or by our other customers. <br /> <br />· Data Maintenance to fix any corrupted data files because of power outages, system defects or user error. <br /> <br />· Travel expenses if on-site support is required because of an issue that can't be resolved remotely (based <br />on mutual agreement between R.C. Systems, Inc. and your IT Department). <br /> <br />. ReCPro TM software upgrades throughout the year as new updates are released. <br /> <br />The Support Contract will not cover: <br /> <br />· Costs related to Training (above and beyond the original 20 Free hours). <br /> <br />· Costs related to Custom Changes or the Consulting Time to discuss possible custom changes. <br /> <br />· Costs related to Travel if you refuse RCS remote support and on-site support is demanded by you even if <br />the support issue could be resolved remotely. <br /> <br />· Support for any other software or for any hardware. We only support the "ReCPro TM" software product. If <br />you need assistance with other types of software, you will need to contact their support departments. If <br />you need assistance with hardware, we have a separate hardware support system we could recommend. <br /> <br />Support will be provided during normal business hours (7:00am - 6:00pm EST) Monday through Friday. Support will not <br />be provided on Saturday or Sunday unless arranged prior to a particular weekend at an additional charge. <br /> <br />ReCPro ™ Support Contract requires you to provide RCS access to your system via an internet connection. This will <br />enable us to connect directly into your computer, to aid in answering any specific questions and other related services. <br />Without this, we may have to bill you more for your annual support contract. <br /> <br />RCS shall provide ongoing support and maintenance service for the ReCPro ™ system so long as you are current with <br />your Annual Support Contract. Payments for the Annual Support Contract need to be made prior to the existing contract <br />expiring. RCS will submit a bill to your department 45 days prior to the existing contract expiring. <br /> <br />This contract will renew automatically October 1, 2010 and every October 1st thereafter on a yearly basis, unless the City <br />notifies the Contractor in writing at least sixty (60) calendar days in advance, of the City's intent not to renew the contract <br /> <br />R. C. Systems, Inc. <br />Attn: Billing Department <br />35807 Moravian Drive <br />Clinton Township, MI 48035 <br />