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<br /> <br /> <br />Schedule A <br /> <br />Support, Maintenance, and Training Services <br /> <br />The following is a description of services to be performed: <br /> <br />● Install on third party hosting environment servers, and provide remote access to, the Application. <br /> <br />● Access to the Application(s), and transmittal of all data, login and password information between <br />the client and the server will be encrypted using Transport Layer Security (TLS). <br /> <br />● All Customer Data will be stored in a separate, logical database within a shared physical server. <br />All Customer Data is handled by the Application(s) in isolation from the data of other customers. <br /> <br />● The hardware, software and network will be monitored and maintained and will normally be <br />accessible, in accordance with industry standards, except for scheduled maintenance and required repairs. <br /> <br />● Customer will be notified in advance, usually no less than one week, by email and/or an <br />announcement within the Application, of any scheduled maintenance and/or expected downtime. <br /> <br />● If a system outage occurs, EP will promptly commence remedial activities and use reasonable <br />efforts to resolve any such outage within a reasonable amount of time. <br /> <br />● Customer data will be backed up on a daily and weekly basis. <br /> <br />● Provide up to 2 hours of administrator training and 2 hours of user training (without regard to the <br />number of users) every 12 months during the term of this Agreement. Training services are available only <br />upon request and must be scheduled at mutually agreed upon times by both parties. Additional training <br />may be provided upon request and for a fee to be agreed on in writing by the parties. <br /> <br />● The customer is expected to make a reasonable effort to reduce the file size of attachments before <br />uploading them to EP (For example, converting .tiff file to .jpeg). In the unlikely event that the average size <br />of attachments, across all incidents, exceeds 1MB EP may contact the agency to assist in implementing a <br />strategy to reduce file sizes. <br /> <br />● Any single attachment will be limited to 25MB in size. <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br />DocuSign Envelope ID: 20294076-4C52-4D16-AEB5-11525F0852A4