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

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1.3 CSC Hours of 'Operation. Normal operating hours for the CSC are 8:00 AM to 4:00 PM Mountain Time, Monday through Friday, except for Farragut company holidays. 2. Correction of Software Defects _Errors or Malfunction 2.1 mineral Descrption. So#tware Support will include Farragut's commercially reasonable efforts to provide a solution or siuitable work-around for de#ects, errors or malfunctions in the Software that prevent the Software from performing, during normal and proper use, substantially as described in the specifications set forth in the then-current Documentation accompanying the Software, when properly instalEed on the Customer's Cotnpuier. Software Support will not include or cover any defects, errors or malfunctions in the Software that are caused by any external causes, including, but not limited to, any of the Exclusions from Warranty and Support Coverage described in Section 3.2 of the Agreement. Software Support also will not include or cover modifications made to the Software by anyone other than Farragut staff. Because not all defects, errors or malfunctions can or need to be corrected, it is possible that not ail defects, errors or malfunctions will be corrected. 2.2 Support Reauests. All support requests must be made in accordance with Farragut's standard support procedures atad accompanied with sufficient detail to enable Farragut to verify the error and provide a solution or suitable work-around. All telephone calls concerning support requests must be made by calling the regular CSC telephone number and must be followed by a written request. Farragut is not responsible for responding to support requests placed by a person other than the Customer CCP's. Farragut is not responsible for support caps from Customer placed to a Farragut telephone number other than the established CSC telephone number or for written requests that are not made to Farragut's GSC. 2.3 Support Process for Reported Issues. After receiving a written report of a Software error from a Customer CCP, Farragut will commence its efforts to resolve the reported Software error by: {a) Answering the Key Operator's or Customer CCP's questions and diagnosing the Software error during Farragut's normal service hours by telephone, by a-mail and/or through Farragut Web Support, or; (b) Troubleshooting, diagnosing and providing a solution or suitable work-around during Farragut's normal service hours; or (c) If Farragut determines in its discretion that !t is necessary or appropriate to efficiently and promptly resolve any reported software error on-site, Farragut may provide service at Customer's sife during regular business hours. Farragut reserves the right to charge for on-site service as provided for in Section 2.5(cl of this Schedule; or (d) If Farragut determines the reported issue is related to a defec# in the Software, Farragut will determine its Severity Level (as defined below) and take the appropriate level of action pursuant to the terms below. The resolution of aA defects is addressed through Software Maintenance Releases. (e) Timely commencement. If Customer reports any suspected Software error that causes the Software to be inoperative or significantly impairs its functionality, Farragut will begin the froubfeshooting and diagnosis of the problem within one business day after Farragut receives the written report. For other reported problems, Farragut will begin the troubleshooting and diagnosis as promptly as is reasonably practical. 2.4 Software Maintenance Releases. "Softwgre Maintenance Release" means all .error corrections, bug fixes and minor modifications to the Software and Documentation, as developed by Farragut and made generally auailabte without a separate charge to licensees of the Software who have -i2-