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<br />6 <br />to cooperate with and assist us as may be reasonably required to meet the agreed upon project <br />deadlines and other milestones for implementation. This cooperation includes at least working with <br />us to schedule the implementation-related services outlined in this Agreement. We will not be <br />liable for failure to meet any deadlines and milestones when such failure is due to Force Majeure or <br />to the failure by your personnel to provide such cooperation and assistance (either through action <br />or omission). <br /> <br />9. Maintenance and Support. For so long as you timely pay applicable fees according to the Invoicing <br />and Payment Policy, then in addition to the terms set forth in the SLA and the Support Call Process, <br />we will: <br /> <br />9.1 perform our maintenance and support obligations in a professional, good, and workmanlike <br />manner, consistent with industry standards, to resolve Defects in the Tyler Software (subject to <br />any applicable release life cycle policy); <br /> <br />9.2 provide support during our established support hours; <br /> <br />9.3 maintain personnel that are sufficiently trained to be familiar with the Tyler Software and Third <br />Party Software, if any, in order to provide maintenance and support services; <br /> <br />9.4 make available to you all releases to the Tyler Software (including updates and enhancements) <br />that we make generally available without additional charge to customers who have a <br />maintenance and support agreement in effect; and <br /> <br />9.5 provide non-Defect resolution support of prior releases of the Tyler Software in accordance with <br />any applicable release life cycle policy. <br /> <br />We will use all reasonable efforts to perform support services remotely. Currently, we use a third-party <br />secure unattended connectivity tool called Bomgar, as well as GotoAssist by Citrix. Therefore, you agree <br />to maintain a high-speed internet connection capable of connecting us to your PCs and server(s). You <br />agree to provide us with a login account and local administrative privileges as we may reasonably <br />require to perform remote services. We will, at our option, use the secure connection to assist with <br />proper diagnosis and resolution, subject to any reasonably applicable security protocols. If we cannot <br />resolve a support issue remotely, we may be required to provide onsite services. In such event, we will <br />be responsible for our travel expenses, unless it is determined that the reason onsite support was <br />required was a reason outside our control. Either way, you agree to provide us with full and free access <br />to the Tyler Software, working space, adequate facilities within a reasonable distance from the <br />equipment, and use of machines, attachments, features, or other equipment reasonably necessary for <br />us to provide the maintenance and support services, all at no charge to us. We strongly recommend <br />that you also maintain your VPN for backup connectivity purposes. <br /> <br />For the avoidance of doubt, SaaS Fees do not include the following services: (a) onsite support (unless <br />Tyler cannot remotely correct a Defect in the Tyler Software, as set forth above); (b) application design; <br />(c) other consulting services; or (d) support outside our normal business hours as listed in our then- <br />current Support Call Process. Requested services such as those outlined in this section will be billed to <br />you on a time and materials basis at our then current rates. You must request those services with at <br />least one (1) week’s advance notice. <br /> <br />Docusign Envelope ID: 6FC12B63-3E9A-4FBB-9F3D-622DAFB48167