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<br />EXHIBIT D: SUPPORT, MAINTENANCE, AND TRAINING <br />1. Support Hours and Designated Personnel <br />1.1. Support Hours. TransLoc will provide email and telephone support to assist Customer <br />personnel in using the Service and in reporting suspected deviations from the service and <br />the associated documentation (“Errors”). Support will be provided from 9:00 a.m. to 5:00 <br />p.m. Eastern Time, Monday through Friday, excluding regular business holidays. Errors <br />after hours can be reported within the TransLoc support ticketing system, which requires a <br />login, or through the TransLoc support email, which then creates an internal ticket. If the <br />Error is Critical, as specified in Section 4.2 of this Exhibit, Customer is to call the TransLoc <br />toll free number. <br /> <br />1.2. Designated Personnel. Support shall be provided by TransLoc to up to three (3) designated <br />personnel of Customer who have undergone training on use of the Service. Customer will <br />act as the first level of support for Users of Services offered to Customer (e.g. transit riders <br />and other departments in Customer’s organization) and TransLoc will provide second level <br />help desk support to Customer. <br />2. Maintenance and Upgrades <br />2.1. Errors. TransLoc will use reasonable efforts to correct Errors in the Service when such <br />Errors are reported to TransLoc, in accordance with the service levels below. TransLoc <br />does not warrant that all Service Errors will be corrected. <br />2.2. Software Upgrades. TransLoc will provide upgrades to software (“Upgrades”) that <br />TransLoc generally makes available to its other licensees for no additional charge. <br />Customer acknowledges that Upgrades include only point releases that improve or <br />maintain the stability of the Service and do not include major releases that add new <br />functionality, which may be available for an additional fee. In the case where TransLoc <br />provides new features to Customer at no charge, the continued availability, performance, <br />or usefulness of such features are not guaranteed or warranted by TransLoc and such new <br />features may be revoked at any time. Customer acknowledges that some newly integrated <br />features in future releases of the TransLoc software may require the purchase of the <br />appropriate hardware upon which the features depend. <br />2.3. Route & Map Updates. TransLoc will add the existing stops, schedules, or routes during <br />the initial implementation with information provided by Customer in TransLoc format via <br />the System Information Sheet. After the initial Implementation, to insure that updates are <br />implemented within the requested effective date, TransLoc request that updates be <br />submitted two weeks in advance of the desired effective date. <br />3. Network Hosting and Monitoring <br />3.1. Hosting and Monitoring. TransLoc, in conjunction with its hosting partners, shall provide <br />server hosting for the Services. Automated reports indicating the operational condition of <br />the system as a whole are sent to the TransLoc monitoring center at regular intervals. <br />DocuSign Envelope ID: E55CF50C-69B1-4410-A567-CCBB272D4F25