Agenda - 12-10-2024 ; 8-i - Approval of Contract with TripSpark Technologies for Consolidation of County Transit Management Technology

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57 Travel Expense In addition to the fees set forth above, if TripSpark is required by Licensee to attend and perform Services on-site,Licensee shall reimburse TripSpark for air fare,meals,ground transportation,and other reasonable travel and living expenses incurred by TripSpark in support of this Agreement during provision of support services at the Licensee site. 3. SERVICE LEVEL OBJECTIVES These Service Level Objectives are intended to provide an understanding of the level of service to be delivered by TripSpark for the Hosting Services specified in this Exhibit D. The service levels set forth below apply to the Hosting Services provided by TripSpark under this Agreement. AVAILABILITY TripSpark will use commercially reasonable efforts to provide Hosting Services with an average of 95% Availability (as such term is hereinafter defined) for each quarter during the Term. For purposes of the Agreement, "Availability" during any quarter refers to an Authorized User's ability to log into the TripSpark Software during such quarter, and will be calculated in accordance with the following formula: x=(y-z)/y * 100 Where, • "x"is the Availability of the Software during the quarter; • "y"is the total number of hours in such quarter minus the number of hours during such quarter that the Licensee is unable to log into the TripSpark Software because of(a)regularly scheduled maintenance windows for the TripSpark Software and for times in which Licensee has been notified in writing (including e-mail) by TripSpark in advance thereof, (b) a Force Majeure Event; (c) non-performance of hardware, TripSpark Software,ISP connections,and other equipment that is not provided by TripSpark or certified by TripSpark for use in conjunction with the Hosting Services (except as such non-performance is directly or indirectly caused by TripSpark). • "z"is the number of hours in such month during which the Licensee is unable to log into the TripSpark Software (other than for reasons set forth in the definition of"y"above);provided that TripSpark has been notified or is otherwise aware(or reasonably, should be aware) of Licensee's inability to utilize the TripSpark Software. 4. LICENSEE RESPONSIBILITIES The Licensee is responsible for: • Assigning a primary and alternate Licensee representative to coordinate all communications and activities related to TripSpark services. • Providing contact information for a primary and an alternate contact to TripSpark that will be added to the notification lists upon execution of this amendment. • Providing user identification data and determining the appropriate security profile for each user. Licensee will control security at the TripSpark Software level. • All printing. No print job will print at the Data Center and all physical printing requirements will be managed by the Licensee. • The purchase and installation of printers at Licensee's sites for the TripSpark Software being utilized. • Installation, operation,and maintenance of all workstation TripSpark Software(and Licensee's LAN, existing data communications configuration, hardware, or Software required at the Licensee's site. TripSpark network and network responsibility extends from the TripSpark routers at TripSpark's sites to all connected equipment at TripSpark's sites. • Testing updates and fixes applied by TripSpark to TripSpark Software used by Licensee. Except for emergency fixes,Licensee will test updates and fixes prior to their introduction to the production environment within a mutually agreed upon timeframe. • Testing upgrades. Upgrades will be moved to production by TripSpark at the end of the Licensee testing period unless specific problems are documented in writing to TripSpark.