2011-055 Tax Administration - Farragut Systems, Inc. for Tax Software, Licensing and Fees $15,000

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SCHEDULE B SOFTWARE SUPPORT This Schedule further describes Farragut`s Software Support as referenced in the Software Ucense and Support Agreement (the "Agreerent"}, by and between Farragut and Customer. Unless otherwise specified, terms defined in the Agreement riuill apply to this Schedule. (n consideration for the Annual Support Fee paid by Customer, Farragut will use commercially reasonable efforts to provide the Software Support set forth herein below for the Software licensed by Farragut to Customer. Farragut may, where appropriate, prorate the Annual Support Fees so that Annual Support Fees for all Software is renewable on the same date, even 'rf all Software was not ordered at the same time. Contact Informs#ion. The following contact information is to be used by Customer for submitting Software Support requests, as welt as any other Software support requests, to Farragut: Customer Support Center; 9i 9-599-6003 Customer Support Center Fax: 919-572-0783 e-mail address: support@farragut.com Farragut Sys#ems, Inc. Switchboard: 919-572-0901 The following contact information is to be used by Farragut far contacting Customer on Software Support requests, as well as any other Software support requests: Primary Customer Contact Point ("CCP"): First Alternate CCP: Customer Key Operator(s): Customer or Farragut may change their respective Support Con#act Information by providing notice of such change to the other party by email, fax or pursuant to the notice provisions in Section 11.11 of the Agreement. 1.1 Customer Support Center. The Customer Support Center (CSC) is the primary point of Customer contact far ail support', CSC consultants will provide responses to support requests received from a Customer CCP. i .2 Methods for cor#tacfina the CSC. Email -Customer contacts the CSC by email at support@farragut.com. When an issue is communicated via email, the CSC will log the ticket and return an email to the email recipien# designbted in the account along with the issue tracking number. Customers may provide contact email addresses that route to an email distribution list established and managed by Customer. Tetephone -Customer contacts the CSC by phone at 919-599-6003. When an issue is reported by phone, the CSC staff will open a new ticket and the ticket number will be verbally communicated 1!o the person calling. For calls received outside of the CSC operation hours, Customer may leave a voice message stating the issue and contact information. CSC staff will check the voicemail message and contact Customer the following business. All telephone calls concerning support requests must be made by calling the regular CSC telephone numtaer and must be followed by a written request. -~t-