2009-086 IT - Tax - Property Information Management System Software Vendors, Project Managers, and Transitional Contract Assistance

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Patriot is required to inform County and offer a contact name, an anticipated procedure and a time estimate. ii. If phone support does not succeed, a dial -in connection is made to view the database and attempt to correct the problem on -line. The County agrees to provide Patriot with access to the County's application server through modem type"connection or similar device. iii. Patriot may choose to request a copy of the County's database to load in Patriot's offices in an attempt to either recreate the process or run the application to complete a process if time is of the essence. iv. Patriot shall assist County, where applicable, in determining whether problems with the Application Software are caused by the operating system or databases. V. If these steps fail to correct the problem, and Patriot determines the problem is application based and caused by application error, Patriot will go the County's site to remedy as needed. vi. In the event Patriot is unable to correct the problem within thirty (30) days of notice of the problem pursuant to Section 2(D), and the County finds through an independent third party vendor that the problem is application based, Patriot will be responsible for all reasonable costs incurred by the County to correct the problem. 3. Successor Software Products. In the event Patriot makes available software products based on new technical architecture which have substantially similar functionality to the Application Software ("Successor Products "), within ten (10) years from the execution of the Contract, the License granted herein shall apply to such Successor Product provided County ceases use of the Application Software and instead uses the Successor Product. In such event, County shall pay the then current Application Software Maintenance Fees negotiated by the parties for the Successor Products, in addition to any services or third party fees associated with such Successor products. Notwithstanding anything to the contrary, Successor Products shall not include ( ".Net Upgrade "). 4. Modifications. If, at any time after the initial acceptance date, Patriot shall develop any changes in the Application Software that change the basic program function(s), operating environment, or add additional function(s) (Collectively "Modifications "), County shall have the right to obtain such Modifications at a price specified in Exhibit D, Pricing Schedule. The Net Upgrade shall be considered a Modification. 5. Compliance With State and Federal Mandates. Patriot shall insure that the Application Software remains compliant with State of'North Carolina and Federal mandates and shall make all necessary alterations to the Application Software to insure such compliance. Time expended by Patriot in connection with such alterations up to 80 hours annually shall be provided by Patriot at no additional charge. In the event required time exceeds 80 hours annually, Patriot shall divide the charges between all existing government customers located in North Carolina.